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Business Profile

Grocery Store

Jewel-Osco

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

This profile includes complaints for Jewel-Osco's headquarters and its corporate-owned locations. To view all corporate locations, see

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Jewel-Osco has 8 locations, listed below.

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    Customer Complaints Summary

    • 48 total complaints in the last 3 years.
    • 27 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/26/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      the incident that occurred on Wednesday, September 25th at 6:00 pm, at the facilities of Jewel Osco Store 3349,************************************************************************************************** 3.99 SCOTCH MAILING BOX 1.99. I suffered racist treatment along with my 8-year-old daughter by a ***** employee inside the Jewel Isco store. This person treated me and made a scene saying that I bought something that I had not paid for and she is Anglo-Saxon and I am Hispanic without speaking English. She judged me without first asking if I paid or not for these items.

    • Initial Complaint

      Date:09/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On September 7, 2024 I ordered 26 items through jewel Osco website to be delivered to me through their delivery service. Once the delivery was brought to me I was given one bag and it said 8 items on the bag. I let delivery driver know immediately thats its only 5 items in the bag and that I was supposed to have ********************************************************* touch with Jewel Osco. Call Jewel Osco and was told I would have to wait 5 to 7 business days. Ive called several times and still no money has been put back on my card. This was my child link card which I was buying food for her lunches for school. I let them know that I could not continue to wait because I needed the money returned back on my card several times. Ive called jewel Osco store and jewels online number they keep saying its nothing they can do its going on three weeks.

      Business Response

      Date: 09/27/2024

      Hello ****** ******: 

      Thank you for taking the time to reach out.

      We apologize for the delay in your refund for the missing items from your Order #********. 

      A refund back to your original form of payment, in the amount of $51.88, has been processed. Please allow 3-5 business days to see that in your account. You should have also received a 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
      ***********************
      Case ID: ********

    • Initial Complaint

      Date:09/24/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I use online shopping at Jewel. Ive noticed in the last few months that when using my EBT card, although my card is enough to cover the purchase, the system insists I add my card to cover additional charges. However the items are all food and my EBT card has more than enough available to cover the purchase. I usually give up, shop at another online retailer or go inside of the store. I have used only my EBT card without needing to add a debit/credit card. I contacted customer service and was told the charge is to cover substitutes. But I always opt out of substitutes because they never give you the correct item. This has only become an issue since Jewel recently updated their app.

      Business Response

      Date: 09/27/2024

      To whom it may concern, 

      We appreciate the opportunity to address the customers' concern.

      If a customer allows substitutions on their items, they will be required to add a second form of payment. If they select no substitutions for all items,and they are all EBT eligible items, they are not required to do so. 

      If this order is a delivery order, and they are adding a tip for the driver, that too will require an additional form of payment.

      Please reply here or contact our *********************** at ************ if there are any other questions or concerns.

      Thank you,

      Aryssa
      Customer Support Team
      Case ID: ********

      Customer Answer

      Date: 09/27/2024

       
      Complaint: 22330178

      I am rejecting this response because:
      This was a pickup order and I made sure that it was all food items and eliminated all substitutions. This has become a regular occurrence for Jewel pick up orders. I have gone inside of the ************, IL location, shopped the items that I had in my cart, paid using ONLY my EBT card no cash/debit or credit needed. I regularly shop ******* online and have never ran into this issue. I believe that this is a rather new issue as Jewel has updated their website recently. I tried speaking with someone via the chat feature and she was very dismissive and ONLY focused on the substitutions being the obstacle. When I clearly stated that the substitutions were eliminated and not the issue. After reading their response, I feel they are also only focused on the substitution when I clearly keep stating that its no substitution on the order. 


      Sincerely,

      ******* ******

      Business Response

      Date: 10/03/2024

      To whom it may concern,

      This matter was shared with our Operations Manager, who contacted the customer at 5pm on 10/2/2024 to get more details on the issue and see if they were able to place their order on 9/28/24 without issue. Customer confirmed they were able to place an order on 9/28/24 without a credit or debit card being entered as backup.

      However, this was only possible after removing several Smithfield meat products from their cart. Our Operations Manager did forward this information to the proper team for them to work with our IT department to get this resolved. We are committed to trying to identify and fix any issues with the website as this customer described in the original complaint.

      If you have any other questions or concerns, please reply here or contact our *********************** at ************.

      Thank you,

      Aryssa
      ***********************
      Case ID: ********

      Customer Answer

      Date: 10/03/2024

       
      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

      Date:09/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Sept ***************************************************************************************************************** but charged me ****** and never refunded me. I received a message saying my order was ready for pick up. I go to my local Jewel and the tell me they can't give me the groceries because it's saying I didn't pay. I plead with them and show them that the payment shows on my phone it went through. I ask for a refund for store credit so I can get the groceries because I really needed them. They did nothing. It's been 4 days and I haven't received any notification or emails about the situation or status of refund. This broke my heart. I have children at home I can't feed because of this and my disabled child doesn't have the foods he needs because of this. Please so something . I uploaded the pic from the app still showing the pick up ready for the purchase

      Business Response

      Date: 09/20/2024

      To whom this may concern:

      We appreciate the opportunity to address this customers' experience. 

      Order #********* has been refunded and the customer should see this refund immediately. Additionally, a credit of $25 was added to the customers' account and should be available after 30 minutes to 24 hours. We sincerely apologize for this incident and any inconvenience this may have caused.

      If you have any other questions or concerns, please reply here or contact our *********************** at ************.

      Thank you,

      Aryssa
      ***********************
      Case ID: ********

    • Initial Complaint

      Date:09/10/2024

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have recently paid for numerous items which violate the law to fail to refund them, because you have taken money from me without providing any item. There are 2 packages of raspberries which contained a thin round insect, since any thing round insect has the possibility to be a parasite which lives inside your body for the rest of your life, it cannot be eaten nor anything with that unusual label can be eaten. Jewel has refused to provide any method of contact for numerous Protected Classes, instead providing only a chat at which agents always falsely claim they "cannot do anything unless you are talking about an online order", then often prove that they can, but also repeatedly and ILLEGALLY insist that you "call" a "phone number" instead of actually providing a valid method of contact that does not exclude 6+ Protected Classes such as nonspeaking people, some autistic people, people with CIS, and homeless people. The agent then failed to fully and completely replace the items that were inedible due to unknown insects, which requires either 2.20 plus a 99c each coupon for 2 items that never expires. Or else the entire full price of the 2 raspberries to buy without coupons. Neither was provided in full. You also sold 3 ReadyPac Bistro salads which contained spoiled eggs. And failed to refund them because I wasn't even allowed to mention them. Apparently intended to also take additional hours and hours and hours of my life, each of which will be charged to you at the full rate of $15 per hour via lawsuit if you continue to fail to fully and completely refund the full price plus tax of all contaminated items, regardless of whether it is possible to carry the items, to enter a store within some specific time frame, to bring a phone to the store so that a receipt can be shown while in a store, or to "make a phone call", since it is ALWAYS ILLEGAL to refuse to refund an item that did not result in the customer actually obtaining a fully-functional product.

      Business Response

      Date: 09/12/2024

      To whom this may concern:

      We appreciate the opportunity to address the customers concerns, which have been handled at the store level.

      Thank you.

      Aryssa
      Customer Support Team
      Case: 13224985

      Customer Answer

      Date: 09/12/2024

       
      Complaint: 22268389

      I am rejecting this response because:

       

      Absolutely nothing "has been handled at store level".   What the hel is this individual even talking about?  Is there even an executive writing this response?  This individual appears to literally be unable to comprehend writing and/or to write in English, since the literal existence of this report is literally predicated on the fact that it cannot be "handled on store level" due to the requirements of physically handling the items AS WELL AS THE REQUIREMENT TO MODIFY YOUR WEBSITE AND AVAILABILITY OF REMOTE CSRs IN ORDER TO BEGIN COMPLYING WITH THE *** WHICH ALL STORE EMPLOYEES ARE LITERALLY PHYSICALLY INCAPABLE OF DOING.

    • Initial Complaint

      Date:09/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a grocery order on Tuesday aug 6th, 2024 of $68.45 to have some groceries delivered to my house. They end up never coming even though my delivery driver marked it as delivered. I proceed to contact jewel Oscos support on 4 separate occasions with them all saying the same thing, and reiterating that I have to wait 5-7 business days for my refund, and every time I wait the time and then there is no refund. And when I contact them again its the same thing with no resolution.

      Business Response

      Date: 09/04/2024

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

      We apologize that you did not get your Order #******** and about the delay in getting your refund. 

      We have processed a refund of $68.45 back to your original form of payment and shared your experience with our Operations Manager. 

      If you have any other questions or concerns, please reply here or contact our *********************** at ************.

      Thank you and we hope you can give us another shot.

      Aryssa
      ***********************
      Case ID: ********

    • Initial Complaint

      Date:08/24/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Aug. 20th, 2024 I placed an online order for pickup for the following day. Order #********. When I went to the store for pickup I noticed 8 items had substitutions. None of these substitutions were accepted because of certain dietary needs. I went into the store and after 1 hr of trying to get it canceled I felt it might have been taken care of. But as of today 08/24/24 it still shows pickup needed. I reached out to customer service, they say it's canceled but can take up to 10 days to be refunded back to ******* And they charged 10 dollars more than originally agreed due to the may substitutions. I should not have to wait 14 days for a credit back. And I used a coupon for 40 off 75 for this online order which now I will lose out on because of this discrepancy. I need a faster resolution and I want use of my coupon back.

      Business Response

      Date: 09/01/2024

      Greetings ***************************: 

      Thank you for taking the time to share your concerns with us. We sincerely apologize for any inconvenience this may have caused you. 

      A refund of $53.58 was submitted on 8/27. Please allow 3-5 business days (excluding holidays or weekends) for the credit to appear in your account. Additionally, we have added a $40 credit to your account for your next order in place of the coupon.

      If you have further questions or concerns, contact our *********************** at ************. We are available from Monday to Sunday, 6 AM to 10 PM MST.

      Thank you, 

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

    • Initial Complaint

      Date:07/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Everything I go to the jewel in ***************, **, they are understaffed and over worked, there is usually only 1 register open and the line for self checkout is so long it goes into the aisles. I have complained to jewels customer service multiple times in the last year and nothing has changed. I think the franchise owner should be forced to sell or at least forced to keep his store properly staffed

      Business Response

      Date: 08/04/2024

      Greetings *********************:

      Jewel-Osco is a wholly owned subsidiary of Albertsons Companies. We have looked into this matter and confirmed that this location is actively hiring to maintain appropriate staffing levels, including over 20 new hires this month alone. When you experience unacceptable wait times in the future, please ask to speak directly to a store supervisor so they can assist in real-time. You can also follow up directly with the Store Director on your next visit.

      We apologize for any inconvenience and appreciate your business. 

      Thank you, 

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

    • Initial Complaint

      Date:07/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've been to many jewel food stores and never had any issue except for one. The Jewel at *******************************, store number 3240 caused an issue 3 times now this year. And the issue each time was with the same person behind the desk that works for jewel. She has been argumentative each time she has helped the people behind me and let them go ahead of me and she has delayed my issue over and over again. In addition, I have not been able to access their store credits because I do not have a smart phone or computer for personal use. I am elderly and this seems like it is age discrimination.

      Business Response

      Date: 07/24/2024

      To whom this may concern, 

      We appreciate the opportunity to address out customers' complaint.

      Our Front End Operations Specialist, *****, has handled this matter. We are retraining the store team and providing ****************** with a gift card for the missed discounts.

      Mr. ************;was very happy to hear that we are happy to honor the JewelOsco 4U offers for him.

      Thank you!

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

    • Initial Complaint

      Date:06/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

    Jewel-Osco is NOT a BBB Accredited Business.

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