ComplaintsforJewel-Osco

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Them orders and visits and even when the old Osco was over there they was ******** as h*** nobody helps you nobody remembers nothing they just assume stupidity. Pharmacy all over from ***** and ********* and ******** Albuterol and antibiotics and they stupid ***** at SDC. We spent at least 600k in there over the three decades and we got injured and disabled and lost lives to their stupidity.

  Business response

  06/23/2024

  Dear ***************************************,
  
  Thank you for reaching out to us with your concerns. To assist you further, we kindly request additional details and a store location to clarify the issue, as this will allow us to escalate it to the appropriate team for review.
  
  Thank you.
  
  Sincerely,
  
  ******************
  Customer Support Team

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My mom won a free grocery giveaway from a stimilt apples farm. I ate some donut holes and got real sick from them, like extreme diahrea. I tested in combination to see if I could re create the same scenario and came to the conclusion it wasnt something paranormal, it was just bad food. Felt like it combined with a supplement I was taking and neutralized the acid in my stomach. I contacted jewel and the company and am not getting a response. They paid my mom $150 for her groceries and took a video of her probably to use in a commercial to sell there product. Ive developed cold spots in my body from the neutralized acid, and it also gave me a cold sore on my lip. I have tried massaging the cold spot when they come and it persists to keep happening as if it has a mind of its own or something alien inside me. I need this to stop and I would like it if this company does not use my mom in there advertisements. I would honestly appreciate if a company is not profiteering on behalf of the illness they caused me, no amount of money is worth the harassment Ive had from these people and jewel over this.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  fraudulent sale prices. When Jewels advertises buy 1 get 1 free the double the price of the item on sale. Doesn't this fall under consumer protection?

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered groceries, Order #********, on March 23rd for delivery on March 24th. I requested 17 items and received 4 (potato chips, tostadas, lettuce and radishes). I called customer service who informed me that they could not provide the missing 13 items until some time the following day. I requested that they credit my account and keep their groceries. That was March 24th. Ive called twice since and completed a form requesting a refund to no avail. I received an e-mail on June 4th informing me that my refund request was rejected and the customer service person I spoke to that day indicated that "0" refund amount must have been a "typo", I would receive a refund in 5 to 7 days. Nope! still no refund. I was charged *****. I've attached cc of order and rejection e-mail.

  Business response

  06/15/2024

  Greetings *****************:
  
  Thank you for reaching out to us with your concerns, and we sincerely apologize for any inconvenience this may have caused you. 
  
  We processed a refund of $63.98 on 6/14/2024. Please allow 3-5 business days for the credit to appear in your account.
  
  If there is anything else we can assist you with, please call our *********************** at ************. We are available from 6 AM - 10 PM MST, Monday - Sunday. 
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

  Customer response

  06/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 06/07/2024 I placed an order online for delivery from Jewel Osco. I use this service because being a senior citizen I don't always have access to a car or someone to take me shopping. My order was supposed to be delivered between 7PM - 9PM. The order was placed before 2pm. Payment method was an EBT card. I received a notification that my order was running late. Upon looking in the app, they hadn't even started shopping my order even a 9PM. I called their customer service to cancel the order and was told to expect a refund between 30 min to 24 hours to reorder my items. When it wasn't refrefunded by the morning. I called back and was told that I was given the wrong information. The refund would be in 5 to 10 days because an authorized hold was on my EBT card. My next 3 calls to customer service was of no help. My last call I was told to contact the store directly. The store didn't understand why customer service told me to call the store because it is handled by customer service. The store told me that they would send a email to the correct department and it would be refunded in about 3 hours. Still the next day no refund. I can understand a authorization on a debit card for items or clothing or gas but a EBT. card. An then to be told 3 different things. Basically I spoke to 3 different customer service representative and a manager. I did receive a $5 credit for the inconvenience and some regular scripted I understand that didn't feel too genuine.

  Business response

  06/10/2024

  Greetings,
  
  Our records indicate the order has been fully refunded and the customer should see this refund today.  Should the customer have any questions, they can contact ******* Services at ************** or ******************************.
  
  Thank you.
  
  Aryssa
  Customer Support Center
  Case ID: ********

  Customer response

  06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I did an online order around 2:25 P.M. on Monday May 13, 2024. The order was delivered at 8:19 P.M. it was late and the items were damaged, expired and thrown in the bag any kind of way. I called customer support and explained to them what happened and was told to return the order back to the store for a refund. I took the order back to the store and when I arrived I contacted customer support again for help. I was told that a refund was being processed and it would take 7 business days. It has been 8 business days and I am still getting the run around about my refund. This is not the 1st time I have had issues with a delivery and Im sure they can pull up my account and see. Only reason I use online ordering is because I had surgery on my knee due to a meniscus tear and my walking is limited because it has not fully healed. I have 4 small children that I need to feed and now I have to figure out how Im going to feed them. Jewels could have issued a store credit or anything. This is highly unacceptable for such a large corporation. Now my family have to go through the holiday without food!

  Business response

  05/29/2024

  Hello ***************************: 
  
  We apologize about your recent online order and appreciate you taking the time to reach out.
  
  A refund of $ *****, for Order ********, has been processed for 3 bags of donuts, 1 - 1.5LT of soda and 2 packages of turkey lunch meat. We have emailed a receipt to the email on file,but please allow 3-5 business days for the refund to appear on your bank statement.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you for shopping with us,
  
  Aryssa
  ***********************
  Case ID: ********

• Initial Complaint

  05/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The manager ************* guard keep harassing me over my service dog. They keep telling me she needs her service dog jacket. That's illegal. I'm a disabled veteran with a traumatic brain injury just trying to buy some groceries

  Business response

  05/30/2024

  Greetings *************************: 
  
  This is Jewel-Oscos response to your complaint to the Better Business Bureau concerning your service dog. We take consumer complaints very seriously and appreciate the opportunity to respond. Service Animals play an important role in ensuring the independence of people with disabilities. Our Company is committed to welcoming people with disabilities who are assisted by Service Animals. We apologize for any inconvenience and appreciate your business. 
  
  Thank you,
  
  Aryssa
  Customer Support Center
  Case ID: ********

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the beginning of March I called customer service for the App, my Rewards account, to specially update my phone number. I wanted to remove my landline number and use my cell number as my primary which I was unable to do myself thru the app. (said I needed to call). I was told that everything was combined, updated, and verified into one account. Ever since that first phone call I have had nothing but issues with my account. I log into the app, my phone number and email are correct and verified, I clip all of the deals, exchange my points for rewards and then go to the store where none of my clipped deals nor rewards are coming off. Every Single Time! I need to either go to customer service where they manually need to calculate what the difference is (and end up making mistakes by missing things) or I have to call customer service who literally doesn't care and just puts a customer credit onto my account. I'm also not receiving reward points because the transactions are not registering. Unbelievable because the sales prices and those customer credit are coming off with no issue. I have since called customer service phone number 8 times regarding the same issue and they are useless. I have literally shown my phone to the customer service clerks in the store and emailed screenshots to the phone agents to prove that everything is clipped. No one can give me an answer other than they will send the issue to the IT department and someone will reach out to me----no one ever reaches out and the issue continues! I'm sick and tired of spending hours to correct these mistakes but I also don't want to stop shopping at Jewel. Jewel needs to figure this out and correct their app because I'm doing what I need to as a customer and I'm feeling very scammed at this point!

  Business response

  05/04/2024

  Greetings ***************:
  
  We are sorry you are experiencing issues with your loyalty account, and there has been no resolution thus far. Please know we are committed to helping you with this issue. 
  
  After reviewing your account, the most recent screenshot you shared with us does not match what we see on your account, so we feel there may be another account. So that we can rule this out, please provide us with screenshots of the account settings screen when on the computer and the personal info screen (member > gear icon) when you are on the app. Once we have the screenshots, we can hopefully identify the issue and get your account fixed. 
  
  We hope to hear from you soon. 
  
  Thank you, 
  
  ******************
  Customer Support Center 
  ********

  Customer response

  05/05/2024

   
  Complaint: 21624342
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  Customer response

  05/07/2024

  I have already submitted screenshots of the requested information showing my verified account information. Btw all of these issues began after I simply requested that my phone number was updated. At that time I was told there was more than 1 account and reassured that it would be combines into only 1. Why is it so difficult to simply update my account?!

  Business response

  05/09/2024

  Hello ***************,
  
  We have reviewed your account and our escalations team has not found any issues with it. However, we have received a request from them asking you to provide a recent transaction where clipped offers were not redeemed correctly. We have checked the last transaction on your account, which was from the first week of May, and discovered that no applicable offers were clipped for the items purchased.
  
  If possible, could you please send us the receipt or provide us with a transaction date and the offers that were not redeemed? This will enable us to investigate the issue further.
  
  Thank you,
  
  ******************
  Customer Support Team
  ********
  
  

  Customer response

  05/09/2024

   
  Complaint: 21624342
  
  I am rejecting this response because:
  I have clipped every coupon before every time I have shopped so the receipt that was referenced in the last email from May actually had every coupon clipped too. I had to have the customer service clerk manually put in the credits for the clipped coupons because they didnt come off. Attached to this email is another example of a receipt where my clipped coupons did not come off. I hand write the price it should have been and then you can see what I was charged. If Im clipping the coupons, they are showing as clipped and Im using my verified phone number please explain why they are not coming off at the register? 
  
  Sincerely,
  
  ***************

  Customer response

  05/09/2024

  I have clipped every coupon before every single shopping trip. The receipt that is referenced in the last response from May also had everything clipped and I had to ask the customer service clerk to manually give me the correct credit because it was not coming off at the register. Attached here is another example where none of my clipped coupons came off. I hand wrote the clipped price next to the price I was charged and enclosed pictures of the coupons clipped on my account. Why is it that I am clipping the coupons, they are showing up clipped, and ** using my verified phone number yet nothing is coming off at the register?

  Business response

  05/09/2024

  Hello *****,
  
  Thank you for providing photos and those additional details. 
  
  Our Escalations Team has reviewed your transaction from 04/24 and were able to confirm your JewelOsco for U discounts were applied successfully - Please see the 'for U Store Coupon' line at the bottom of your receipt, displaying a discount of $21.55.
  
  If you continue to have issues or are experiencing problems redeeming more offers, our Team recommends you make a purchase containing items that you have digital for U offers, so we can check and confirm soon after the transaction. 
  
  Thank you,
  
  Aryssa 
  Customer Support Team
  10467976

  Customer response

  05/09/2024

  The for U store coupon was an actual coupon that I used, not my clipped coupons coming off. Please stop making excuses and actually fix your system problem! If there was no problem I can promise you I would not have taken this to a better business complaint!

  Business response

  05/14/2024

  Greetings ***************, 
  
  Our Escalations Team has re-opened your ticket for further investigation. Once we have an update, we will respond to you here, or they will contact you directly. 
  
  Thank you, 
  
  ******************
  Customer Support Team
  ********

  Customer response

  05/14/2024

   
  Complaint: 21624342
  
  I am rejecting this response because:
  Not rejecting, just heard the same response numerous times by customer service and funny thing is that no one has actually responded back to me so. 
  
  Sincerely,
  
  ***************

  Business response

  05/15/2024

  Hello *****,
  
  Our Escalations Team has informed us that your account has been re-synced, and you should now be able to redeem offers properly. If the issue persists, please let us know. 
  
  Thank you,
  
  ******************
  Customer Support Team
  ********

• Initial Complaint

  03/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Jewel-Osco engages in deceptive pricing practices at their stores. Prices fall into the following categories: 1) standard price; 2) sale price; 3) digital coupon price; and 4) reduced prices for purchase in multiples, ranging from 2-4 items. Jewel prominently displays the sale price but places special pricing requirements (e.g. multiples) in significantly smaller and harder to read fonts, resulting in unpleasant surprises at checkout. For digital coupons, the app through which the coupon price can be redeemed does not operate in the store and the clerks will not honor the price without an app display, even while acknowledging that the app will not work. Taken as a whole, these deceptive practices can easily add $20-$30 to a shopping trip for unwary consumers. Given the variety of pricing practices, it is clear that Jewel is intentional in its efforts to trick shoppers. I believe they should be called to account for these practices, particularly given their repeated efforts to try and merge with other grocery chains.

  Business response

  03/25/2024

  Hello *********************,
  
  Jewel Osco strives to provide its customers with fair and competitive prices and does not engage in deceptive pricing practices. There are many factors that come into play when determining prices, such as varying costs and vendor partnerships. If for any reason an inaccurate price is charged, our customer service team can correct it and process a refund.
  
  Thank you. 
  
  Aryssa
  Customer Support Center
  Case ID: *******

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jewel Osco has a western union and I have been purchasing money orders for my rent for a few years now and I have been purchasing money orders over 2000$ and all they asked for was my state ID. I was recently there and was told that I was being considered for fraud and was refused service because the jewel Osco employee says that she reported and flagged me for fraud. She was being racist and just because I asked for a 2000$ money order and I am African American she automatically assumed It was fraudulent activity. It was very humiliating while everyone in the store is looking at me while she is saying she has flagged me for fraud, and she is just doing so because I am African American. I have purchased money orders before over 2000$ before and it was never an issue. This location is racist and is failing to follow proper and professional procedures when it comes to consumers purchasing money orders and they are inconsistent with protocol and what is needed when purchasing money orders. They have been processing money orders and have failed to ask for proper required information for years and put my information and money orders at risk and have failed to completely fill out the necessary information for money orders for years. On the following photos I have attached you will see that the employees at jewels has processed a money order over 2000$ and did not log my social security number or ask for me to provide my social security card for this transaction. They need to be removed and no longer should be able to provide services through western union for failure to require and obtain proper information for money orders over 2000$.

  Business response

  03/11/2024

  Hello *********************: 

  This is Jewel-Oscos response to your complaint to the Better Business Bureau concerning ************* transactions. We take consumer complaints very seriously and appreciate the opportunity to respond.  We have looked into this matter and confirmed that we are following all policies and procedures as it relates to ************* transactions. We apologize for any inconvenience and appreciate your business. 
  
  Aryssa
  Customer Support Center
  Case ID: ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩