ComplaintsforShaw's

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold a $100 **** gift card for $105.95. The gift card is no good. It doesnt even have any CVV numbers on the back of the card & no money if you swipe it to pay. Right after xnas we provided original receipt, pic of front & back of card,the auth slip from their register, photo of the packaging it came in as they requested. I have not received a refund or a new valid *********** just keep saying call back next week. This was a a Xmas ********* need help resolving it.

  Business response

  01/24/2024

  Greetings **** *******************:
  
  We contacted our ********************* and they let us know you have a refund coming. They just need to verify the last four digits of the payment card. If the **** was received as a ************ don't have the last four digits of the payment card, we can refund to a ******* gift card.
  
  Please reply here with either the last four of the payment card or complete contact information so we can send this over to our team and get this resolved for you. 
  
  Thank you, 
  
  ********
  Customer Support Team
  ********

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my unhappiness about the way I have been treated by staff at the Shaw's grocery store in West *******..between 1/5/24 and 1/12/24; I do not remember the exact days. I do remember the name of one of store managers..*******; he was the last person I had an interaction with when he told me to leave the store or he would call the cops..he told me.."You complain too much". I called Shaw's corporate offices and spoke to someone who told me **** would be calling me back. He never did. I feel I am being discriminated against. I have been treated disrespectfully by staff in the 10 ******* St. store, but I am the one be punished back for speaking back.Please help me restore my right to shop in the store. ***************************

  Customer response

  01/23/2024

  Went into local Shaw's, while having conversation with an associate another passed me and was swearing at me and being super rude. Went to the manager in the store to discuss this, then I called and complained to corporate. Corporate had the store manager (*******) call me and he told me that I was not allowed to come into the store, and the next time I came in to shop I should go see him to talk in person. I assumed he was not working on weekends and did not ask for him when I arrived. While shopping, he came over by me and I initially did not recognize him, as he wasn't wearing a name tag, just an embroidered name on his shirt. I asked if he was the one I should speak with, and he took me to the back of the store, had me explain the situation, then he told me I wasn't allowed to shop here anymore and threatened to call the cops if I did not leave. I left peacefully, and then contacted corporate again, and have not heard back.

  Business response

  01/23/2024

  To whom this may concern, 

  Customer was contacted by our Operations Specialist to review concerns and the issue was resolved.

  Thank you. 

  Aryssa P. 
  Customer Support Team

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/21/23 I cancelled a grocery delivery and was told I would receive a refund within 3-7 business days. I have called back three times and have been told each time the case is still under review. The case is simple. I cancelled the order and never received my money back. I have asked to speak to a supervisor and have been told that is not possible. I have again been instructed to call back within 3-5 business days if I do not receive the refund.

  Business response

  11/15/2023

  Greetings ***************************:  
  
  We are sorry to hear that you did not receive a refund for an order you had canceled, and we sincerely apologize for the inconvenience. We have reviewed this matter and issued you a full refund of $166.73 to be applied back to your original payment method. You should have also received a receipt via email. Additionally, we have added a $20 credit to your account that you can use on your next order. Please note that you won't see it in your account, but when you checkout, it will give you the option to use it. 
  
  Again, we are deeply sorry for the inconvenience. If there is anything else we can help you with, please don't hesitate to reply or call our *********************** at ************. 
    
  Thank you, 
  
  *************;
  ***********************  
  Case ID: ********

  Customer response

  11/15/2023

   
  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,
  
  ***************************

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday September 15, 2023 at around 12:00 in the afternoon my wife and I were shopping at the Shaw's grocery store in *********, **. When we checked out a woman we know, she is a State Senators Ex Wife and a registered nurse, was the next in line ahead of us at checkout. The man running the register was a manager, I assume because he wasn't dressed as a worker but dressed nicer in just regular clothes. The man who was bagging the groceries was slamming them around in a way that the woman ahead of us described as "trying to break her groceries". When it was our turn to check out my wife moved passed me to the bagging section and I stood at the Credit Card terminal to pay. The bagger continued slamming our groceries around. After having paid we approached the door to leave but the bagger came up to us posturing as if to fight me and threatening something about if we come back to the store again (expletives and fight words). The manager who rang us out had to come up and physically remove the bagger from the exit, he was directly in front of me, in my face, scaring my wife. We went home and called Shaws to speak to a manager wherein we were told that we could go back to the store incident free and that HR handles such incidents internally. So then I went and talked to the police where I was told that without a raised fist or direct threat with a weapon no charges could be filed but that he (the officer) would go talk to management at Shaws about it. He did and called us back with the same line about how we could go shopping without being threatened. I was left with the impression that management is protecting the bagger who seems to be violent and delusional. I understand that employees are hard to find these days and as a local business owner myself I understand sticking up for your crew/employees but I would have fired him and we live in a scary time in regard to violent delusional people. Sincerely worried about my personal safety if I return to the local Shaws.

  Business response

  09/25/2023

  Greetings ****** ****:
  
  Your concerns are important to us, and they were forwarded to the appropriate department for review and follow-up.
  
  Thank you.
  
  Aryssa P
  Customer Support Team

  Customer response

  09/25/2023

   
  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,
  
  ****** ****

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 7, 2023 at approximately 6:30 AM I went online to the shaws.com website and proceeded to make an order pick up. Once I made the order, I was given an order number of ********.. I used the payment method of an *** card ending in **** and the total came to $215.22 with the transaction ID number supply to me by The ************* *** agency of 174-212-0929 at 9:09 AM that payment was processed and those funds was transfer it over to the company. I proceeded to go to the store, because once I looked and seen that my order was saying payment declined. I checked the *** app and noticed that the food stamps was a did get deducted.The store would not release my groceries theres still stating that they didnt process the payment and that I had to pay for it when in fact, I already did. I proceeded to call ********** corporate office along with ******* that processes their orders I was treated very badly I was talk to very badly. I am being treated like ** trying to get something for free and meanwhile ** disabled, my sons disabled. We wait on those food stamps and now Im being told I gotta wait two or three weeks to see if anything falls off and I dont even know what that means. All I know is I have enough proof to prove that I paid for this order. I am a frequent customer of ********************** grocery stores. I have a Shaws ID number of ***********. Thats my loyalty card number.I called back to the grocery store and decided to try to speak to a manager and he said to me look you have to listen this things out theyre just trying to get transaction and you have to wait. You know theres nothing else I could tell you and hes talking to me like Im trying to be fraudulent or sneaky and doing none of that I wasnt given the consideration of having transaction ID numbers or anything. All the proof that I have even the receipt off the ferry on the website was processed for payment and I submitted a deal with this complaint I want all of my food stamps back on my card. Done

  Customer response

  08/15/2023

  On August 7, 2023 I made an online order for a delivery pick up from the Shaws on ******************** Canton. I proceeded to check the status of the order and I seen that it said payment declined.
  
  I checked the food stamp app and seen that Shaws did deduct that money from my food stamps account.
  
  After five days now, I just spoke with him this morning and theyre telling me I have to go back to SNAP and ask them for the food stamps back because theres no way they can reverse food stamps back on my card so if I need food stamps I need to go ask snap when fact they got my food stamps for order that I never received, and they refused to return my food stamps to me or process the order in which I already paid for.
  
  
  I called ************* snap EBT card number
  ******************# you have my permission to get any information that you need. Youre going to see that this order was processed and paid for and they refused to give me my food stamps a back and they refused to give me my order.
  

  Customer response

  08/15/2023

  The transaction ID#  for *********************** Snap Program is: #**********
  This transaction happened at 9:09am for the amount of $212.22.
  
  The program paid Shaws for my order and they refused to give me my order or my food stamps back.
  
  I am being told to go get more food stamps from EBT AND I am looking at my son without the food he needs to eat a healthy meal. 
  
  I am saddened by this from a store that I do a lot of business with. I do a lot of orders from them and I am a good customer of theirs. I am just blown away. I think I wanna say this, and say it loudly that their entire system needs to be updated. Its so dated that the transactions are all lost in the universe until they feel like they want to fall down somewhere and they have no way of researching by their all format of transaction numbers. They have no way of going back to look at that transaction anyway everything is done by hand I guess Im not sure I dont care about any of that really I just want my order on my food stamps put back on my card. This has been day number five. 
  

  
  

  Customer response

  08/15/2023

  The store manager and myself have now resolved the issue
  Hes agreed to give me a gift card to Shaws in the amount of the food stamps in an exchange. I am going to give her my EBT card, so when the food stamps and put back on the card, he can swipe it for the amount that he gave me on the gift card.
  
  Fair exchange aint no robbery.
  
  I am a loyal, honest person, and I was a good customer of the store, and I was very offended by the action they talk, and I am now glad that this is behind us.
  I like to thank you for your time and attention to this matter, but I no longer need your services.
  
  *******************
  

  
  

  Business response

  08/15/2023

  Greetings *******************: 

  Please accept our sincere apologies that you did not receive your Drive Up & Go order as scheduled and that the store failed to process your refund as requested. Our records show that your refund request has been escalated to our ******* Services team for assistance processing. Please allow 3-5 business days for us to process the refund. If after 5 business days your refund is not received, please reach out to your local EBT office to inquire on the release of the funds. You are welcome to reach out to our ******* Services team at ************** if you have any other questions or concerns regarding your refund. 

  We truly appreciate your patience in this matter and have notified our Online Shopping Director, so this issue is not repeated. If you are experiencing any other issues or have any questions, please do not hesitate to reply here. 

  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  07/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Wednesday July 5, 2023, I ordered a pickup order from Shaw's with a pic up window of 5pm to 6pm. They contacted me after 5pm by text saying they were short staffed and only had one person doing the shopping for online orders. I called and manager said he would call me when the order was ready which he never called me stating pic up order was ready. I finally got text at approximately 6:15pm stating order was ready to pick up, I had to find another ride to shaw'sn and we parked in grab and o spot at 6:20pm and checked in with their online app and put grab and go spot number. at 6:40pm. No employee came out for me to receive my online order. I went inside Shaws to the grab and go Pick up area and the employee was standing their talking with another lady for over 10 minutes before they even acknowledged I was their then took employee took her time to gie me y online order. I have Severe disabilities and I am not supposed to be walking and etc. Very unprofessional of Shaw's and their employee to treat people with severe disabilities this way. They also put out of stock on one of items and when i was forced to go into Shaw's due to Employee refused to bring order out, i doubled check aisle where the item including the substitution item i requested if item out of stock. they had several items of what i was looking for that were in stock and they claimed it was out of stock. Very unprofessional of Shaw's to do this to someone.

  Business response

  07/17/2023

  Greetings *****************************: 
  
  We hope this email finds you well, and we sincerely thank you for reaching out to notify us about this incident. 
  
  We certainly understand your frustration with this, and we now how important it is for our customers to have an efficient service and a pleasant shopping experience. Regarding your concern with the unsatisfactory delivery of your pickup order and the actions of our employee, rest assured we always take these concerns seriously. We sincerely apologize that there were items listed as out of stock on your order that you were able to locate in the store as well. Please know that this is not the level of service we want to provide. 
  
  To make this right, we have thorough documentation of this incident, and we have submitted it to the Store Director of your local store for review. Additionally, we have added a $15.00 credit to your Home Shopping account for a future delivery/pickup order. This credit can be viewed in the Payment section of checkout on the website/mobile app. You will need to manually apply the credit when checking out on a future order. 
  
  Your concern is important to us, and we do hope in time you will give us the chance to restore your confidence in our service. If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************. 
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

  Customer response

  07/19/2023

   
  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,
  
  *****************************

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Shaws Supermarket in ***************, ** on July 2, 2023 around 4 PM in the afternoon. I had groceries in my cart and went to the self-service checkouts. Upon trying to pay for my groceries, my Apple Pay would not work. It works at all other retail stores, but for some reason, it would not process on the machines. The manager printed my receipt and tried to check my out on his register.I tried my Apple Pay again and it still would not work, for no apparent reason. I told the manager I would buy an e-gift card online and would just use that to pay. I purchased the e-gift card off of the Albertsons/Shaws website for $60 to pay for my groceries. The gift card was delivered to my email while still at the register. I presented the e-gift card, as it states under the e-gift card number, but the manager refused to scan my ** code. I was told that "we don't scan e-gift cards here. You will need to go print the physical card." I showed him what it stated on their website and that it specifically says that you can present the ** code on a mobile device, which is exactly what I did. I feel that I was discriminated against. The manager did not follow the clear instructions on his company's website.

  Business response

  07/07/2023

  Good Afternoon

  Thank you for reaching out. We take allegations such as these seriously and have contacted the customer to resolve the issue. The associate was mistaken and has been retrained.  We apologize for the confusion.

  *****************
  Customer Support Center

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to complain about wakefield shaws on water st I have there app for the u every week ,they advertise 5 or 6 item's to save money Every week I go to this store on Saturday at 1 to 3 pm They are out of at least 1 product they put on there flyers 1 week it was *******, 1 week strawberry this week blueberries The manager won't give me a rain check,if I use the u special that day go in the next day I don't get the special advertise price on the flyer,or they should substitute another blueberries or strawberry for me,only in the wakefield branch, melrose is fine no problem, if you are going to advertise in the flyer,you shouldn't be out of the product by 3 pm on a Saturday This practice got to stop order enough products for each day only reason I shop at shaws is because of the ********* on my app I need this to stop or manager must substitute another product, faulty advertisement

  Business response

  04/23/2023

  Greetings *********************: 
  
  Thank you for notifying us that you have had trouble locating Weekly Ad items when shopping at your Wakefield store. Unfortunately, sale items are available while supplies last, however we completely understand your frustration in being unable to locate certain Weekly Ad products. Rest assured, your concerns have been directed to the Store Director. You will be contacted via the information you supplied in your message in follow up from a member of our store's Management Team as soon as possible. 
  
  If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************.

  Thank you for shopping with us.
  ***
  Customer Support Center 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bad meat 3 different times. Pork chops ham steak hamburger. I wont buy my meat at Shaws in ***************** This is a real problem.... I don't want to get sick. Im not one to complain but this evening i cooked chops and they were bad. Waste of time and money i threw them away...This is not good 3 different times.. I would get after them something is wrong. I notice they mark down older meat wich i would never buy. Someone is going to get sick. Thank you so much.

  Business response

  02/22/2023

  Greetings ***********************************: 
  
  Thank you for taking the time to reach out to us. We are sorry to hear about the poor quality of the pork chops, ham, and steak hamburger you purchased when you last shopped at your ****** Shaw's store. Please know that this is not the standard of service we strive to provide to our customers. We review all reports of issues such as these to improve our customer experience, and we know your time is very important. We appreciate you for bringing this to our attention.
   
  We would like to let you know that we have already reported this to our Store Director for immediate review. Additionally, we ask that you please provide the dates of your purchases of these poor quality meat products, and please specify the product names so that we can accurately report these issues to our store teams. Please respond here letting us know if you would like to be contacted by a member of our store's Management Team regarding this issue. 
  
  We are most grateful for your patience and understanding on this matter. We hope that this incident will not stop you from shopping with us and trusting us again in the future. 
  
  If you have any further questions about this product, please refer to the contact information listed on the packaging. If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************.

  
  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The two occurrences sort of blend but are basically the same This incident occurred twice. I put in an online order, delivered 01/18/2023. I made it very clear by leaving messages on the order. as to method of payment - all groceries on EBT card, Tips, fees, etc., on my debit card. All of it was put on my debit card. I called the store; no one there can fix it. I called the corporate office: no one there could help. I was put on hold for long periods of time, calls not returned. This is the second time this happened. The first time I was told to come to the store with my EBT card and go to the service desk. They pointed me to a manager; No go. I was at the point of tears and they found a techie and 1,2,3, he made the correction . I do not own a car and Im disabled. I live on SSI and that is direct deposited into my checking account. Instead of groceries, they put the entire order on my debit card and checking account! If checks start bouncing, Ill be in a world of hurt. I even tried emailing the president of Shaws. It was blocked. If you can help me, Id appreciate it more than I can say Cell: **************

  Business response

  01/24/2023

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

   

  We are sorry for the difficulty you have had in having your recent grocery delivery orders charged to your *** card. In reviewing the orders on your account, our records are showing that the *** card information was either entered incorrectly, or was not accepted during the checkout process, which is why the orders were charged to the debit/credit card used for the orders. We completely understand the frustration this may cause. Unfortunately, we are unable to reverse/change these charges from the Customer Support Center.

  If you would like to have the order refunded to your debit/credit card and charged to your *** card, we ask that you please return to the **************** Desk of the store that fulfilled your order for assistance, as this must be handled at the store level. That said, we would like to acknowledge that you have had issue requesting this assistance from our store team previously. You are also welcome to call the store ahead of time and request to speak with the ************************ before visiting the store so that they can expect your visit. 

  Additionally, since there does seem to be trouble with the way the *** card information is being entered during checkout on any future orders you place, we ask that you please contact our Customer Support team for assistance to confirm that it is entered correctly while you are checking out, but before the order is actually placed. Once an order is finalized, the payment information cannot be edited. 

  Please let us know if you have any additional questions or concerns. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

*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. ↩