ComplaintsforRandall's

• Initial Complaint

  05/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The United Healthcare Healthy Benefits (**) card allows disabled people to access a few healthy food items per month. Randall's is listed as one of the participating stores. Previously, there was never a problem using the ** card at Randall's, but that changed this month. After a shopping experience in ****** earlier this month, the Randall's cashier ran the card and said it wasn't accepted, so I paid out of pocket for the food items. That would have been OK except I discovered they also charged the ** card, so they double charged! I complained and they credited the ** card and said I can use it past end of May. They said they will fix the problem. Then on 5/26/22, I visited another Randall's location in ******, this time in **********. There was ~$18 remaining on the card, so I got $16 of healthy food items. The cashier scanned the card, said it did not go through, so I needed to have another form of payment. I realized this would be another double charge, so I said "No thanks," and told them to cancel the order. I left with no items because I did not purchase anything. Well, I got home and discovered they charged the ** card anyway! I called and complained that they need to credit the ** card. They said I needed to produce a receipt. I explained I did NOT buy anything, so I had NO products and they gave me NO RECEIPT! I had told them to cancel because they apparently had not fixed the system. I left my contact information, but the have not responded. Refund the card.

  Business response

  05/30/2022

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

   

  We are responding to a message sent regarding a charge made to your Healthy Benefits card.

   

  We are very sorry that a charge is showing on your card for a purchase that was not made in our store. Please know that we have reported these issues onto our Management Team to ensure that issues like these do not continue to occur. Unfortunately, without a receipt we are unable to see a record of the transaction in our system. We understand that you did not receive a receipt at the time of the transaction, but we are unable to provide a refund without being able to see that the transaction occurred on our end. Please respond letting us know if you would like to be contacted personally by our store's Management Team to get this resolved. We apologize for any inconvenience. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center

  Customer response

  05/30/2022

  Complaint: 17287745
  
  I am rejecting this response because you have the technology to go into your system and see a record of the transaction on your end. I have provided enough information to you to locate it.  This actually was TWO transactions because they tried to re-ring the identical items again and scan the card again at the Randall's store located at 10900 ****************************************************, on 5/26/22 at approximately 1:00 pm, in one of the middle aisle registers, to see if it will accept the card. The total charge was approximately $16.06.  This is the year 2022, and you have the technology to see this transaction, the items and what happened, and why you failed to provide to me a receipt because I requested the transaction be cancelled because I realized if I continued the transaction, your store would charge the *** Healthy Benefits card as well as double charge me by requesting to pay out of pocket again.  I did not complete the transaction, I did not receive the items, and your store did not provide me a receipt, but you took the money.

  Thus, use the technology you have on hand to verify what I am telling you and refund the *** HB card since you took the money but did not provide products because I cancelled the order due to what I viewed as suspicious activity on the end of Randall's.

  And yes I would like to be contacted by your store's Management Team to get this resolved.  I actually FIRST reached out to Randall's directly on 5/26/22 when I realized what the store did, the representative took my phone number and promised someone would call me. Nobody called, so I contacted the BBB.  Will you actually contact me now?
  

  Sincerely, *****************************

  Business response

  06/01/2022

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

   

  Thank you for your response. 

  We apologize that we are not able to process your refund as requested. Unfortunately, our Customer Support team does not have the capacity to refund transactions to your Healthy Benefits card, as this can only be done at the store level. Furthermore, we have checked on our end and your account does not show the aforementioned transaction from 05/26/2022. We checked our system for all transactions on from the Jollyville store on 5/26/2022 from 12:30pm - 1:30pm and were not able to locate the charge mentioned or a similar amount. We do not mean to imply that your transaction did not occur; we certainly believe that it did, we just do not see a record of it on our end. Please know that we would like to get this resolved with you as soon as possible, as we do not mean to cause you any inconvenience.  

  We have shared this issue with our store's Management Team for review, and asked that they contact you as soon as possible to assist you in getting this taken care of. Please feel free to contact our Support team at ************** if you have any other questions or concerns in the meantime. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center

  Customer response

  06/03/2022

  Complaint: 17287745
  
  I am rejecting this response because I am not happy that Randall's BBB response team fails to take appropriate responsibility for the behavior of this business. Thankfully I reached out to another Randall's representative who said he credited my Randall's card for the amount removed from the ** card for which there were no products or receipts provided after Randall's took the ~$16.06 from the card.

  I am not sure if my Randall's card is really credited or not, but I might check it sometime in 2022 in some attempt to recoup some value that was removed from the ** card.  In the meantime, based on the poor treatment received by the *** member from Randall's, we have no desire to ever shop there again to be mistreated.  Since you do not honor the *** Healthy Benefits cards, please contact United Healthcare and remove yourself as a participating store, because it has become apparent you are no longer a real participating store.   

  Sincerely,
  
  *****************************

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered pick up on Randalls. They refuse to accept return and refund within return window, just Bc I do not have my order #. I provide my receipt, my name, my phone number, my member card, and they still say no.

  Business response

  04/27/2022

  Greetings Pengcheng Hong:

   

  We are responding to a message we received regarding a Drive Up & Go order you recently received. 

  We are sorry that the associate you spoke with did not provide you a refund as requested. Please know that we have reported your feedback onto our Management Team for review, to ensure that issues like these are not occurring. Furthermore, we are happy to assist you. Unfortunately, from the information you provided, we were not able to locate a Drive Up & Go order placed with us. Can you please respond including your order number as well as the item(s) you would like refunded, and the reason for which you are requesting a refund? If needed, the order number will be on both the final receipt for your order as well as the order confirmation sent when your order was placed. Please let us know if you have any other questions or concerns in the meantime. 

   

  Thank you for shopping with us.

  ***

  Customer Support Center

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The store Manager *** was using his power to hire a younger employee. I saw this as I was passing by them in the store. he walked by whistling at her in a sexual manor, a few weeks later she had received a promotion. This was brought to my attention by others that I talk to in the store. This is why I will never shop at this store. That and the lack of upkeep he has to keep the store operational. Looks good on paper, only for lack of cost upkeep. This to me is in poor taste by any workplace standards.

  Business response

  03/24/2022

  Greetings,

   

  We are sorry to hear about these experiences you have reported with your local store manager. 

   

  We are happy to report your concerns onto our Management Team so that this can be further investigated and reported. Can you please reply providing the store location you are referring to? We appreciate you taking the time to reach out to us and share your experience. We look forward to hearing from you. 

   

  Thank you for shopping with us.

  ***

  Customer Support Center

• Initial Complaint

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Suddenly my ******* account was suspended no broken rules no violations attack too .Its locked with no reason , also no response from ******* team for more than three months.Time of closure 16 September 2021 Case number# ********** Please help me recover it ,it all to me my work my friends i love ******* so mush

  Business response

  01/24/2022

  Hello ****, 
  
  This is the BBB page for Albertsons Companies and we are not associated with ******* accounts and do not have the ability to suspend your ******* account. It sounds like this is a complaint for ******* itself and we would recommend reaching out to them directly for further assistance with this matter. We do hope this helps. 
  
  Thank you.
  
  *******
  Customer Support Center. 
  Contact ID# ******** 

  Customer response

  01/26/2022

   
  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,
  
  *****************

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