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Initial Complaint
01/18/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Never received my refund it's been 15 days
Business response
01/19/2025
Hello ***** *********,

Thank you for sharing your concerns with us.

We have reviewed your complaint and the order in question. Unfortunately, the refund was not approved. All items should have been returned to the store for a refund.

Thank you,

******** *.
Customer Support Team
********
Customer response
01/20/2025

Complaint: 22828507

I am rejecting this response because:for weeks I was told wait for refund it was approved and was told nothing but lies from this company they have terrible customer service

Sincerely,

***** *********
Business response
01/26/2025
Greetings ***** *********:

We have submitted a refund as a one-time courtesy of $162.04. Please allow 3-5 business days to see that reflected in your account.

Also note that in the future, all items must be returned to the store for a refund.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
01/07/2025
Complaint Type:
Billing Issues
Status:
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.
I do security I went to vons tonight Dec. 31 2024 to buy something for my son that just had congestive heart failure and my dog something for dinner I thought I was charged to much for the items I bought but I didn't have time to stay and explain I had to go to work when I got to work I looked over my receipt again and realized I was over charged by almost $10, I don't make much money the way it is and to over charged, now I don't know have they done this before do they do this to other people, if I get my money back I won't be going to Vons again, the cashier was ********, it doesn't even show on my receipt where the over charge is, so that makes it even more suspicious
Business response
01/19/2025
Hello ***** **********,

We are sorry you were overcharged at one of our stores and apologize for any inconvenience this may have caused you.

Can you please provide us with details of the overcharge, the store location, and a photo of the receipt so we can look into this? Alternatively, if you return to the store and provide them with your receipt, if a refund is necessary, they can provide you with one.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
11/22/2024
Complaint Type:
Product Issues
Status:
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.
My name is ****** ******** and on 11/12/2024 I purchased a case of ***** light beer at my local Vons. I clipped a $5 digital rebate on the app and successfully made the purchase. I have yet to receive the $5 rebate from Vons. I have checked my emails and spam folder for any emails made from Vons or ************************. I just want my rebate payment.
Business response
11/24/2024
Greetings ****** ********:

We appreciate you sharing your concerns and sincerely apologize for any inconvenience this may have caused you.

We investigated your issue, and the offer was triggered, as indicated on your receipt; however, a backend problem occurred that prevented the proper redemption of the offer. For this, we have added a $5 credit to your loyalty account that will be automatically redeemed the next time you shop and enter your phone number at checkout.

(Standard exclusions apply. Alcoholic Beverages, Fluid items in the refrigerated section (including Fluid dairy and dairy substitutes), Tobacco, ** Postage Stamps, Bus Passes, Money Orders, Container Deposits, Lottery Tickets, Pharmacy Prescriptions, Fuel Purchases, Gift Certificate sales, Sales Tax, and Selected Gift ************************ PayPower, Mastercard, ************* My Choice, ************** and NetSpend) Amusement Park Passes, Dry Cleaning, Lottery Tickets, Ski Tickets, Bus Passes or Tokens, Money Orders, Stamps, Club ************* Sales Tax, China Express, CRV (California Redemption Value), and ************* Money Transfers.)

If there is anything else we can help you with, please call our *********************** at ************. We are available from Monday to Sunday, 6 AM to 10 PM PST.

Thank you.

******** *.
***********************
********
Customer response
01/06/2025
Dear ******,

My name is ****** ******** case ID ******** and my issue has yet to be resolved. Vons stated that they would credit my account and it does not show any anything. I was out of the country so I was unable to reply. Thank you so much for your help.

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

Business response
01/08/2025
Greetings ****** ********:

As stated in our reply, a $5 credit was added to your loyalty account on 11/24. Upon checking, we see the credit is still on your account. To redeem the credit, you must enter your phone number at checkout. The credit will show in your savings summary on your receipt with the verbiage ***************** Credit."

If you have any additional concerns you may have. Please call our *********************** at ************. We are available Monday through Sunday from 6 AM to 10 PM PST.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
11/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Von's advertised a $2 digital rebate on Chateau St. ******** wine; I made a qualifying purchase on 11-5-24 and have called FOUR TIMES, but Von's refuses to process the refund--they keep adjusting the time frame farther and farther out. It's only $2 and certainly not worth all the time I've spent with annoying, unhelpful phone representatives--but it's the principle of the matter. That is, Von's made a fraudulent offer and refuses to make good. The amount noted below represents $8.88 plus $1.74 tax.
Business response
11/21/2024
Greetings ***** ******,

We appreciate you sharing your concerns and sincerely apologize for any inconvenience this may have caused you.

We escalated this issue to our IT team, who informed us that a backend problem prevented the offer from triggering correctly, resulting in the rebate not being paid. We added a $5 credit to your account on 11/19 for the ****** rebate and the inconvenience. We see it was successfully redeemed, as was a previous credit added to your account for $3.

If there is anything else we can help you with, please don't hesitate to contact our *********************** at ************. We are available Monday - Sunday from 6 AM to 10 PM PST.

Thank you,

******** *.
Customer Support Team
********
Customer response
11/21/2024

Complaint: 22565772

I am rejecting this response because: This is a pathetic, smarmy, insincere response for all the rudeness and repeated LIES I endured from Von's phone customer "service" representatives. Over and over, they said 3-5 business days for processing the rebate, then ten days, then they blamed the lack of a rebate on me, saying I hadn't added the offer when the my receipt, which I kept, clearly showed that I had added it. All lies.

Why doesn't Von's acknowledge their truly terrible, dishonest treatment of customers and make some attempt to change that? No indication here that they have any plans to do anything except continue to cheat customers. Which, by the way, they did to me about two days ago. At Pavilions (a Von's affiliate), ***********, ******************, I was overcharged $5.99 for a pineapple that was supposed to cost $3.14. I showed the cashier clearly that the item I was buying was the exact same one advertised for $3.14 (picture included!) but she spent 5-10 minutes arguing with me and refusing to adjust the price. First, she insisted the promotion said "Organic." No, I showed her, it said "Excludes organic." Then she protested that the pineapple was supposed to cost $5.99 and I pointed out to her that the promotion acknowledged that the regular price was $5.99 but that it was on sale for $3.14. Over and over, round in circles, she (*****) refused to budge, with much eye-rolling. I held my ground because I was clearly, provably right, and finally, after holding up the line, ***** relented and made the price adjustment.
Why does it so often have to require a long argument to get this company to fulfill its offers and come-ons? Why such a sustained effort to cheat and insult customers?

Sincerely,

***** ******
Initial Complaint
10/29/2024
Complaint Type:
Customer Service Issues
Status:
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.
The pharmacy refused to fill a prescription for ******* citing that the address associated with the prescriber is not close enough while in **********. Is this a Vons Pharmacy policy or a judgment call by the local pharmacy.
Business response
11/01/2024
Hi,

We appreciate the opportunity to address the customers concerns.
Based on *** and CA Board of Pharmacy guideline, pharmacists have corresponding responsibility to ensure controlled substances prescriptions dispensing guidelines are met.
When dispensing controlled substance medications, pharmacists must check for red flags and use professional judgement to determine dispensing.

In this situation,
The doctor-patient relationship was not verified (Teladoc clinic),
The medication was changed from previous fills,
The doctor address is more than 400 miles away (*********, ***************** area),
The patient was notified more than a month ago that future prescription must be obtained from a local prescriber.

Sincerely,

Aryssa
Customer Support Team
Case: 14236715
Initial Complaint
10/15/2024
Complaint Type:
Product Issues
Status:
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.
I bought a gift card which was hacked. There were no funds on it when the recipient received it.
Business response
10/17/2024
To whom this may concern:

We appreciate the opportunity to address this Gift Card issue.

We found that this customer had Ticket: #****** opened back in September of ******************************************* November of 2023. This customer has already been advised that the refund was denied and directed to reach out to the card partner as we cannot assist with transaction disputes from our partner cards.

Sephora card ending in 4155 fully activated and the store was charged. The card is not tampered, and the refund was declined due to the card having already been redeemed.

Thank you,

Aryssa
Customer Support Center
Case ID: ********
Customer response
10/18/2024

Complaint: 22427340

I am rejecting this response because:
The card most definitely was tampered with before it was purchased. I bought it November 29, but didnt give it to the recipient until Christmas. ******** report stated that the funds were withdrawn on December 6. I certainly was not the person who withdrew them! I paid $100 for this card, have the receipt, and took care to choose a card from the back of the stack. However, the cards are not in a secured area. A third party gained access to the PIN number and someone besides the consumer must be held accountable. If the seller is not willing to guarantee security of this product, they shouldnt be selling them.

Sincerely, *** *****

*** *****
Business response
11/03/2024
Greetings *** *****,

We sincerely apologize for the inconvenience this has caused you. Since this card was activated and redeemed successfully with no signs of tampering, unfortunately, you will want to reach out to ******* for assistance. If necessary, file a police report. If they still won't assist, please get a written statement from Sephora stating why they won't help and contact us again.

Thank you.

******** *.
Customer Support Team
********
Customer response
11/22/2024
Dear ******,

This is my second request to reopen my complaint against Vons, which was closed before I had an opportunity to respond to their most recent statement. I was out of town the. I did respond to your message that the case was closed on November 10.

Vons said that the gift card to ******* was not tampered with at their store, but that is completely FALSE. The funds were drained 6 days after I purchased it, weeks before I gave it to my daughter in law. It was her Christmas present, but when she opened it, there were zero funds. ******* had no knowledge of when the card was sold, but Vons did.

I have been scammed twice by Vons gift cards. They do not secure the cards in any way, even though gift card fraud is rampant. They know this, yet continue to take their customers money. They are completely unaccountable to the consumers.

I am not willing to close this case until Vons makes full restitution of the $100 I spent on the Sephora gift car. I need to replace this gift, and I already paid Vons for it.

If Vons refuses to do so, my next step is to file a police report for theft against the store, and then report Vons to Consumer Protections in ******

Sincerely, *** *****
Initial Complaint
10/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On September 15, 2024, I purchased a contaminated candy ***** from a company named Happy Apples. Attempts to communicate with Vons via email regarding the issue proved futile as they denied any liability. Furthermore, despite procuring the product from an establishment associated with animals, the store manager failed to address my concerns.
Business response
10/14/2024
Hello,
We appreciate Ms. ***** reaching out with their concerns regarding their purchase. We take all customer concerns seriously. We have conducted a thorough investigation and believe the incident was handled appropriately.
Thank you,

Aryssa
Customer Support Center
Case ID: ********
Initial Complaint
10/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Vons has weekly digital coupons. You search for them, click on *********** show up in the app under my list. There is supposed to be a box next to it that you can check (if not checked, you dont get that price)! So even though you show your WALLET which identifies you as their customer, you dont get their pricing that shows in their flyer. Even when rebooting the app, the boxes dont show up. Then you have to go to another register & have them fix it so that you get the correct price. They then give you credit on your bank card due to their mistake!
Business response
10/14/2024
Greetings ****** ******:

Thank you for sharing your concerns regarding clipping coupons with our mobile app and them not working at checkout. We sincerely apologize for any inconvenience this may have caused you.

Please note that to clip coupons, you only need to click the button that says "clip deal." There are no other steps involved. Once you have clipped the coupon, it will move to your shopping list. The checkboxes next to the item under "My List - Shopping List" are for you to "check" it off your list once you have purchased it. Clicking on clipped offers under my list will show you everything you have clipped; you will not see any checkboxes here.

Additionally, we reviewed your account and didn't see any issues that would cause the coupons not to be redeemed. Next time this happens, contact us with the offer that didn't work so we can investigate further. We can be reached at ************ Monday - Sunday from 6 AM to 10 PM MST.

Thank you,

******** *.
Customer Support Team
********
Initial Complaint
09/26/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On September 26, 2024, I shopped at Vons which failed to apply several of my items to my "rewards" card with their Just4U discount program. Instead of paying $10.00 for yogurt, I was charged $20.00. The promotion: buy ten items for ten dollars.Breyers Ice cream was marked down to $5.84. I was charged $6.49.Tony's Chocolonely bar was 50 cents off. I did not receive the discount.Chocolove candy bar was also 50 cents off and I did not receive the discount.All mighty pacs free and clear was marked down to $9.99 and I was charged $10.99. I also did not receive the $1.50 discount either.Vons has done this sort of thing in the past and has failed to make things right which is why I am contacting the BBB to help me with this situation as it is unacceptable, unconscionable and unprofessional.
Business response
09/29/2024
Greetings *** *****:

Thank you for reaching out to us with your concerns, and we sincerely apologize for any inconvenience this may have caused you.

We reviewed your account and didn't find any account issues. However, we noticed that you shopped at a different location than the one set in your loyalty account, which may have caused your clipped offers not to be redeemed. If you plan to shop at other stores, make sure to update your account to that specific store to ensure that the offers are valid at that location and will be redeemed properly. As a courtesy, we have applied a $14 credit to your account that will automatically be redeemed the next time you shop. You won't see it on your account, but once redeemed, it will be on your receipt in your savings summary under ***************** Credit."

If updating the store does not help and this happens again, contact our *********************** at ************ so they can have our IT team look at your account. We are available from 6 AM - 10 PM MST, Monday - Sunday.

Thank you,

******** *.
Customer Support Team
********
Customer response
09/29/2024

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
09/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The most recent example occurred September 11, 2024. That said this is an ongoing problem with this Vons Pharmacy on ********************** in ********.. This is not a money or cost issue as much as a credibility and professionalism problem. I have an ongoing (decades) prescription that someone at Vons Pharmacy does not care for this is a medicine with a warning that it should not be discontinued abruptly. Someone at Vons Pharmacy discontinued the prescription in such a way it cannot be reinstated. When I call to inquire, I spoke with ******* who told me the pharmacy manager is on vacation for two weeks and no one can answer my question until she returns from vacation. I am having a great deal of increased spasticity due to the abrupt discontinuation of this medicine. I would like to add that ******* needs special counseling on courtesy and respect for patients/customers.
Business response
09/18/2024
Greetings *****************:

We appreciate you sharing your experience with us and sincerely apologize for any inconvenience this may have caused you.

We contacted our team, and they informed us that you must directly contact your prescriber to resolve the issue with your medication.

If there is anything else we can assist you with, please don't hesitate to reply here or call our *********************** at ************. We are available Monday - Sunday from 6 AM - 10 PM MST.

Thank you,

******************
Customer Support Team
********
Customer response
09/18/2024

Complaint: 22278918

I am rejecting this response because:
****************** knows this is an issue only when the pharmacy feels like interfering. Note the screenshots indicate a valid prescription with a single refill remaining. The Vons Pharmacy has never contacted my neurologist to explain why they sometimes cancel the prescription after a month and other times fill it for 54 months. This is complete rubbish and unacceptable. I went through a very difficult time. The Vons Pharmacy has known issues with the medical staff at ****. The issues are based on inconsistency and misrepresentation.
Sincerely,

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

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