ComplaintsforJewel-Osco

• 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: ********

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The local grocery store has a function to charge people a donation of $5 without their knowledge or permission. I asked for my money back since I didnt consent and they refused.

  Business response

  02/27/2024

  Hello *******************, 

  We appreciate you taking the time to reach out to us. 

  We got in touch with the Store Director, ****, who let us know that you are more than welcome to return to the store, with your receipt, so they can process a refund for the $5 Donation charge on your receipt. At the **************** Booth, you can let the associates know that you spoke with ****, the Store Director, so there is no confusion. 

  We apologize for any inconvenience and we thank you for shopping with us!

  Aryssa
  Customer Support Center
  Case ID: ********

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order on January 10th **** through the app as I've done several time before. I leave specific instructions on my account for driver to contact me&put my items in my hand not leave anywhere due to there being several entrances and a broken gate outside the gated building. I used my EBT card and placed an Order in the amount of $88.87 and used my debit card to pay the delivery fee. The driver never made contact and stated that my order was delivered and snapped a photo of my groceries outside&left. When I received the notification almost 25 minutes later my items wasn't there.I reached out to Jewel through chat&by phone over the course of the past 11days being told that refund will be issued in 3 to 5 days to calling the number being told the same thing then was finally told three days ago that the refund was declined but there was an error and promised a callback and as of present haven't received a callback or a refund to my debit or EBT card. I receive government benefits to buy food&this is a real issue because Jewel doesn't see the urgency of this and is not taking my concern serious about my stolen groceries. I reached out to file this claim due to nothing being done about this issue.

  Business response

  01/25/2024

  Hello ***********************: 

  We are very sorry that you did not receive your Order #********, and we sincerely apologize for the inconvenience.
  Unfortunately, our third party delivery service cannot guarantee delivery to the actual apartment door. For safety reasons, they should not go into apartment buildings and go through hallways. The text message stating groceries have been delivered, is how the notification is provided that the order has been delivered to the front door or lobby. 
  
  Yesterday, 1/23/2024, we processed a full refund of $79.47, back to your original form of payment for this order. Please allow 3-5 business days to see that in your account. You should have also received a confirmation receipt via the email associated with your order.
  
  If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa P.
  Customer Support Team

  Customer response

  01/25/2024

   
  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

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 22, 2023, I ordered groceries from Jewel to be delivered. I arrived home to groceries on my porch. However, I was shorted a bunch of items to equal approximately $95 and some change. I called customer service and was explaining what was missing, and I was hung up on. Perhaps it was an accident so I went online and clicked on all the items that were missing and requested a refund. My refund was rejected. The next day I called back & I was told by customer service rep. that was all taken care of & I would be getting my refund w/in 3 to 5 business days. I did not get my refund w/in 3 to 5 business days. I called again, 5 days ago excluding the holiday Jan. 15th. I was told that the 2nd customer service rep who said it was taken care of didn't do it correctly. I was told again that this time it was done right & I would get my refund in 3 to 5 business days. I did not. At this point I don't understand how they don't consider this stealing. Not only was I not apologized to & refunded immediately. They should have offered to deliver my groceries immediately since the mistake was made by the driver & the groceries were probably still in the car or left out of the order. They couldn't deliver the remainder of my groceries the same day or later the next morning,so I had to go out, buy those same groceries the next day myself. Thus, defeating the purpose of ********* ***** I'm out $95 & the point of the convenience of having delivery was moot. I want my $95 refunded, & at this point all my time having to call, investing the effort into getting my money back for items I paid for that I did not receive- I feel like they owe me even more than an apology and the money. This is outrageous. That's a significant amount of ********* might not have been a person who could afford to go spend another $95 without it having been refunded. This is deplorable customer service,theft, & just because ********************** is a big corporation, doesn't mean they should get away w/this. Thank you!

  Business response

  01/17/2024

  Hello **********************************: 

  Please accept our sincerest apologize for the experience you had with Order #********. Rest assured, this will be taken care of. 

  We have processed a refund of $96 for this order and added a credit of $40 to your home shopping account for the inconvenience - A confirmation receipt has been sent to the email we have on file for you.The credit can be used in 30 minutes to 24 hours, but please allow 3-5 business days for your refund. We're so sorry about this incident and any inconvenience this may have caused you.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you for shopping with us,
  
  Aryssa P.
  Customer Support Team

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order through the Jewel app on December 20th. This order included a buy one, get one free coupon for bread, so I ordered two loaves of bread which were included with the coupon. Both were listed as in stock, but one of the two was cancelled. The app offered a substitution but it was not part of the coupon, and did not allow me to select any of the breads which WERE part of the coupon as substitutions, even though there were several others still showing as in stock. I sent an email requesting this be corrected before my scheduled pickup time several hours later, but they never responded, so I sent another requesting cancellation. They informed me that the order was cancelled and would be refunded within 5-7 business days. Even with two non-businessday Mondays for Christmas and New Years, it should have been refunded at the beginning of the year. When it wasn't, I sent several follow-up emails requesting information on when the refund WOULD be sent, but all were ignored. So I went through the app and submitted an entirely new request, and finally got an answer on January 4th stating that the refund would be expedited and sent that night. Now, four days later, I STILL have not received my refund to my debit card/bank, and was never told that it would be refunded any other way, such as a check by mail. So, they keep ignoring my requests for updates, and when I force the issue, they lie to me about having refunded it.

  Customer response

  01/10/2024

  I'd just like to update this to say that, as stated in my original complaint, I have been told multiple times by multiple people that this order, which I cancelled and never picked up, would be refunded within 5-7 business days of the original order in mid-December. Now, the most recent email I received from them (screenshot attached) told me that they are now refusing to refund the order. The order that I NEVER PICKED **. They straight ** told me, in writing, that they are stealing almost $60 from me. 

  Business response

  01/11/2024

  Hello *********************: 

  We appreciate you taking the time to reach out.

  A refund of $58.94, for Order ********, has been processed to your original form of payment and we have emailed a receipt to the email on file. We apologize for the delay in getting your order cancelled and refunded. 
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa P
  ***********************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a pick up and go order on Nov. 30th. I noticed that I was overcharged so I called and was told that the manager was upstairs and would call back. Four hours later, I called again. Was told that she was busy and would call within 30 minutes. One and a half hours later, I spoke to acting store director who said he would have to transfer me to drive up and go. I was on hold for one hour before I hung up.

  Business response

  12/01/2023

  Hello *******************************:
  
  Thank you for reaching out.
  
  We do not have record of any account with the email you provided - please let us know what email is associated with your home shopping account. Additionally, you provided us with a phone number that is different from the one showed in the photo you shared with us. 

  Please also provide us with your order number, so we can better address this matter. 

  Looking forward to hearing back from you, soon.

  ****************
  Customer Support Team

  Customer response

  12/01/2023

  Yes my email is different.  It's *********************. 

  These are screenshots of most recent order (one in dispute), clipped deal (showing cost should have been), account (for your reference) and phone log (showing how long I was on hold).

  Customer response

  12/10/2023

  I don't understand the no response remark.  I responded to the question asked, that was the last communication received by me.

  In any case, I was in the store and spoke directly to the store director.  He gave me a $15 gift card for my inconvenience. 

  Yes, this complaint can be marked as closed.  Not because I failed to respond (look at communication history since it shows attachments too) but because it was addressed by the store director. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # ******** case # ******** I placed an order with Jewel on 11/2 that was completely messed up. I couldn't edit the order I wasn't able to make any changes immediately after placing it. I called the store and customer service several times that day. I was told ***** would be refunded and it was not. You need to fix your app and communication between the store and customer service. I did not receive an email to approve the substitutions because of there computer issues.

  Business response

  11/09/2023

  Greetings ***************************************:  
  
  We are sorry to hear that your order wasn't correct due to an issue with our mobile app, and we sincerely apologize for any inconvenience this may have caused you. We have looked into this and show a refund was submitted today, 11/08/2023, for $58.67. Please allow us 3-5 business days to process your refund. If your funds have not reached your card by the end of the 5th day, we encourage you to contact your benefits office to inquire about the release of the funds. 
  
  If you have any other questions or concerns, please don't hesitate to reply here or call our *********************** at ************.
    
  Thank you for shopping with us.  
  
  ********
  ***********************  
  Case ID: ********

  Customer response

  11/09/2023

   
  Complaint: 20844564
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  08/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction Date: August 14th, 2023 I did not receive Order #******** by delivery window of 6:45pm on 8/14. I submitted a chat request via Jewel app explaining I observed in the app that driver was in headed to the store status for over an hour and that I received no notification from the driver/Jewel. The chat rep told me to continue waiting. At approximately 7:30pm on 8/14, submitted another chat request and was told that the store would call me for updates.The store called me at 8:01pm on 8/14; during this call, a store associate explained that I received another shopper's order and that the other shopper received my order. The store offered to send my order to me, next day on 8/15 during the evening when I would be available to receive it.I accepted this offer to attempt another delivery; on 8/15, I did not receive the order. On 8/15 I contacted support in app and explained I had not received the order promised to me. The chat support rep explained there was no record of it. This chat rep by the name of **** told me that my order was cancelled and that I would be given a refund in 5-7 business days. Depending on when the business days started counting from 8/15, it should have been back in my account by 8/25 at the latest.I called Jewel support on 8/24 and the phone rep stated that she saw I was entitled to get a refund and that it should be in my bank account by 8/25. The refund did not appear in my account by today, 8/26.In the latest support interaction, the chat agent purposely distorted the chat box or there was a graphical error caused by the file upload box in-app that the chat agent wanted me to use to submit proof that I was promised a refund from Jewel support. I could not chat effectively due to the distortion so I closed the app.The screenshots show the delivery is still in future delivery status where as the other orders are in delivered status. The app acknowledges services not rendered. I have video proof too in case Jewel erases it

  Customer response

  08/26/2023

  My apologies for the late edition of this evidence.

  This is a photo of one of the items and customer identification information for the order that was inappropriately delivered to my address on 8/14/23, rather than the order I paid for.

  Looks like ***** (the person that presumably received my order) had the order number 68948850

  Also attached is a screenshot of when the local store called me and explained that my order was delivered to another customer

  Business response

  08/27/2023

  Greetings Lake *****, 
  
  We are deeply disappointed to hear about your poor experience with our delivery service, and we are very sorry for the delay in getting your refund handled. As of 8/27/2023, a full refund of $87.36 has been processed to your original form of payment, and a credit of $25 added to your loyalty account for the inconvenience. The credit will be available immediately, but please allow 3-5 business days for your refund. 
  
  Additionally, we have shared this incident with our store management team to review and go over with their team so we do not have another instance like this again. If there's anything else we can help you with, please reply here, and we'd be happy to assist you further.
  
  Thank you, 
  
  ******************
  Customer Support Team

  Customer response

  08/27/2023

   
  Hi ****** and Better Business Bureau:
  

  Thank you very much for assisting me in getting help with this case since I was unable to get anywhere with Jewel-Osco's customer service on my own.  This is a beautiful service and I very much appreciate it.

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

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was falsely accused of shoplifting melatonin when I have never had an issue in that store before I paid for my items and went back to grab an extra bottle of melatonin and this lady accused me of stealing I paid for everything the situation was so heated that the pharmacy staff had to defend me. I have shopped there for 11 years and I won't return until I get an apology from the store

  Business response

  07/25/2023

  Greetings ***********************: 
  
  Your comments are very concerning to us. Please reply here with the store location you visited, as well as the name of the associate(s) you spoke with, if available. 
  
  We look forward to hearing back from you. 
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

  Customer response

  07/25/2023

   
  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,
  
  ***********************

*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. ↩