Complaints

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug 2, 2024 I used my cash app card at the pump (knowing there is a temp hold) . My transaction was declined however they are still withholding $175 from my acct. I received no gas or services. In the past several years I've paid at the pump and my remaining balance was debited from my acct and the pending amount released. Usually by the end of the day however this time they are holding my money for 5 days which has caused me an abundance of problems. As this is how I keep track of my gas money during my work week. Thornton's is saying it is burden of Cash App and Cash app is saying it's the burden of Thornton's. Nobody is attempting to clarify the situation. Thornton's suggested a 3 way call which Cash app declined

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Tuesday, July 23 at 5:37pm, an attempt to pump gas at their store resulted in $151.15(all available funds) being put on hold. This was followed by the pump refusing the transaction. I entered the store and had to take out a small loan of $50(resulting in $2.50 interest) in order to make the actual purchase. I was told the hold would take 2 days for the funds to return and I left my name/number. After 2 days I called and was told it would be 3 days. I asked to speak with a manager that day and they said the manager would be in the next morning. The next morning (72 hours after pending purchase), the manager(****** ***** mentioned that he tried to give me the customer support number. on a previous day. This leads me to believe that he was avoiding dealing with the issue. After inquiring about the pending transaction, I was told that there is nothing that they could do since it was my account putting the hold on it. I tried to ask if they could cancel the transaction from their end but before I could, I was told that their transaction history is wiped clean after 24 hours. This means the quickest possible resolution would've been to ensure the transaction was canceled the day it failed to go through at all. Instead, I have been waiting very patiently to have access to my money again just to be told that they can do nothing about it, which they also could've mentioned in the beginning since my name and contact info was left with them on the first day. It is worth mentioning that the account used was Cash App and the pending transaction says it should be resolved in 2-3 days. It is the norming of the 4th day that I'm making this complaint. The amount of stress that this is causing is insane considering I only purchased $10 of gas. I live on a fixed income, this pending transaction has put a stop to my life almost entirely. IMPORTANT: The transaction is only pending, not paid.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sign on the *** display says $21.99. However, when ringing it up, $22.99. Manager says they can’t honor their price on the sticker. The manager then changed the sign to read $31.99. Don’t understand how a business does not honor the price sticker on their merchandise.

  Business response

  04/16/2024

  Good afternoon,

   

  *** *****, if you could please give us a call at ************ between 8a and 5p EST M-F, we can investigate the transaction and rectify the difference in pricing once we have the transaction information. We'll also be able to get it sent up for review over store policies so that it doesn't happen again.
  
  
  Thank you,
  
  *********** ***** ************
  Guest Services Advisor / Guest Services Team Lead
  1-************ – Monday – Friday; 8am to 5pm EST
  ********* *** **** ***** ******** *** ********** ** *****
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 29, 2024 at approximately 3:15am. I went into this location to buy something to eat and a drink with my fiancé. I have ********** ******* ********, ******* ********** *** **** ************ Also, I am an overweight female. Therefore, I was looking at nutrition facts on the products to see what I could have to eat and was told that I needed to hurry my shopping process along and that I didn’t need to touch/handle everything in the store. I was comparing nutrition facts and they were all on the backs of the products. I made my purchase and left. I did notify the male clerk that was asking me what I was doing that I was comparing nutrition facts due to health issues and he said, “well do you need to be kicked out of the store or are you going to wrap up your purchase and leave?” I spent $14 this night. I have gone into this location almost every night since I moved close to the store. I would like that if they don’t want people touching the products that they place them in a fashion that the nutrition facts can be read without handling the product. I feel I was unfairly treated and if this problem does not get resolved. With the treatment I received from the clerk, I will be filing a lawsuit for discrimination and basically refusing to allow me to view the nutrition facts that are required by law to be provided.

  Business response

  12/03/2024

  Thank you for providing us this feedback from one of our guests. We were not made aware of this interaction between the guest and one of our team members when it took place back on 1/29/24. I have sent this situation up to the Regional Manager of the store so they are made aware and can handle the situation accordingly.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Visited the Thornton's location in Madison TN on Mayatt drive on 12/2/23 to fill up my car. Upon pulling up to the gas pump, it asked me to insert my card per usual, enter my pin, and then remove card. Once I removed my card, the screen said "Authorizing $83.75" (all of the money I had in my checking account) then, "Would you like a receipt?" Prompting me to select yes or no. I did not put any gas into my car, let alone touch the gas handle before it flashed these on the screen. Thinking I had somehow paid for the persons gas before me or my card information had been stolen via a chip scanner, I selected yes in order to explain the situation inside. The machine did not give me a receipt. My checking bank account had been drained dry. The employee and manager inside only offered me the explanation of how this just happens all the time and the money could be returned in 30 seconds or 72 hours, also informing me that all gas pumps have this information on them in order to warn customers, which is untrue. I have been driving for 7 years and have never once had this happen. I can understand $1, $5 or even $10, but to take all of the money out of someone's account and not even give them the option to use the gas pump afterwards is beyond me. Everyone I had explained this to is just as confused as I am. How can the gas pump take the money then immediately offer me a receipt without giving me the option to pump? After trying to discuss this with the manager in the store for less than 10 minutes, she slammed her hand down on the counter out of frustration and I was given a customer service number and nothing else, not even a sorry for the inconvenience. She did not inform me that the customer service office was already closed and would not be open again until that following Monday. I was left without an answer on how I could put gas in my car to even get home considering the hold took all the money I had. All around sketchy and just very unhelpful and extremely frustrating.

  Business response

  12/06/2023

  Good afternoon,
  
  Thank you for reaching out to us. We apologize for the delay in getting back to you. it seems as if this was a hold placed on your card which comes from your back or financial institution. Typically, this hold occurs so they can ensure that no fraudulent activity takes place. The hold can be anywhere between $1-$200 and may take up to 3-5 business days for banks or 7-10 business days if it is a prepaid card like CashApp, Chime or NetSpend. Unfortunately, holds due sometimes occur when a card is swiped at the pump and a signeal is sent from the pump to the bank or card provider. This will happen when you swipe your card at the pump and a signal is sent from the pump to the bank or card provider. We apologize that this has recently happened to you. If the hold still has not dropped off after the scheduled 3-5 day window, we then recommend reaching out to your bank. Thorntons does not and cannot place holds on a debit or credit card. We can only request a $1 authorization to ensure there are funds on the card, but the bank or card provider ultimately decide the amount of the hold placed on your card. If you have any other questions or concerns, please feel free to contact me back at [email protected]. Thank you and hope you have a good day!

   

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

  Marketing Lead

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

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At 6:37am, on 6/29/23, I visited a Thorntons (**** ******* ******** to get a pack of cigarillos. The charge was for $1.47. My problem lies with the customer service. There were 3 workers total, 2 for that store. One was unloading a truck, another was getting the trash outside & the third was inside fucking off doing whatever. The third employee disregarded me after trying to get her attention multiple times. I made the comment that I was only there to get a single pack of cigarillos and for her to serve me since no one else was around. She blew up on me, started copping an attitude & told me to go else where. I stood my ground & waited patiently. She finally got around to getting to the counter after someone came in to get a charger they left. I feel that I shouldn’t have been berated & disrespected, for simply wanting a pack of cigarillos.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filing a complaint as this issue has not been resolved after numerous attempts in contacting guest services as well as calling the Thornton's Bellwood #327 store to resolve this issue. I am filing a complaint on behalf of transaction errors from 2/12/2023 on my receipts. I sent this originally via the Thornton's app, email and calls to the store and received no resolution from the issue. I've been given the runaround &, overall, ignored. To recap: I came into the Bellwood Thornton's on 2/12/2023 for fill up my car. I prepaid with cash $45 for pump #14. The pump clicked at $43, which meant that I was to get $2 back from the prepay amount of $45. I then went back into the store and bought 2 donuts and a frizz freeze. I asked the cashier that he apply the $2 to my second purchase of the 2 donuts and a frizz freeze OR that I could pay for those items separately. The $2 was not applied to second receipt. Not only did I not get my $2 from my prepay, the $2 was NOT applied to my separate purchase, and I was charged an additional $5 for prepay fuel for Pump#14 which I did not request to do whatsoever. On the second receipt, I am overcharged by $5 on that transaction. I gave the cashier $10.16 in cash for my 2 donuts and a frizz freeze. Instead of refunding the $5 for this transaction, as mentioned beforehand, I was charged an additional $5 for pump #14, which I did not request. So not only did I not get the refund from the first transaction from receipt #743206, dated 2/12/2023 at 11:30am, I did not receive my change from receipt #743219, dated 2/12/2023 at 11:36am. As mentioned beforehand, I have contacted the store numerous times explaining my situation throughout the week and went back on 2/19/2023 as that time was the only time available in which I could get back to the store to resolve the issue & as they stated that I would be getting my refund, but that did not happen. The manager of the Bellwood store informed me that it would take hours to go through all receipts from the week. I am not certain that with the official receipts on hand, why it would take hours to look up and pull the my receipts from the system. The receipts have time & date stamps, receipt #'s store information & my account information, so I am uncertain why that could not be pulled up. The only valid reasons that could be is 1.) The computer database system is completely out of date or 2.) The manager did not feel like dealing with this situation. I still have my receipts from the transactions & are attached to complaint for reference. While the amount owed is miniscule at $7 (45-43=$2; $10.16-$5.16=$5; $5+$2=$7), it has left a bad taste in my mouth about Thornton's on what could have been resolved easily.

  Business response

  03/06/2023

  This guest sent us a message for the first time on 2/12 and we just replied that same morning with an offering of a gift card of $10.00 for the $7.00 due to the delay in getting it.   If she accepts, we’ll be sending the gift card as soon as she sends us the mailing address she wants it sent too since it was a cash transaction. Thank you.

  Customer response

  03/07/2023

   
  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

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I arrived at the gas station after I got off work to purchase A pack of Dutch cigarillo but I didn’t state that when I arrived I told the guy I left my id but I have a picture of the front and back so you are able to scan it….he says they need a physical copy and I said can I speak to the manager and he says she gon tell you no also and I said how can you speak for her then she swivel around and already hearing what’s going then asked what I needed and I explained I’m a 32yrs old man and I don’t have my id with me but I have my digital copy that’s scannable plus I just had to use it for work then she says she need a physical copy cuz they on camera and I said it doesn’t say that in writing especially with this being the 21st century and I’ve used my phone before to scan my id so she says I can call customer service and they were confused also and I’ve been waiting in the store for 50mins to get some proper service and a call back from regional manager …..plus this isn’t a residence area nor high school…it is a industrial area right behind O’Hare airport….. I am utterly disappointed insulted and having this as an inconvenience in my travels. Due to me having to work in the area I’m complaining incase of any future problems

  Business response

  12/03/2024

  Thank you for sending us this guest complaint. We take these complaints very serious. We did not receive any call from this guest or from the store this incident took place at. If we are able to get the exact store location this guest went to, we can get this situation sent up to the Regional Manager of the store so it can be addressed with that Team Member. We have multiple stores by O'Hare International so it is a bit difficult for us to pinpoint the exact location since that is not provided in the original complaint.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stopped in today to fill up my car at lunch. I then proceeded to go eat and then back to work, all of a sudden the ******** police show up questioning me in front of my colleagues about me driving off without paying. The officer said Thorntons had copied down my license plate number as I sped off. I had to leave work (and miss ½ day of work) to take care of the situation immediately. I checked my bank account as I used my debit card. I see that I was charged $79.99 for the fuel. I had to then print the transaction and report back to the police, after they shook their head they asked I go show the manager. When I showed up and asked for the manager she walked up like she was doing me a favor, I asked if she had a drive off today and she said yes. I then asked how much was that transaction was for and she said $46.12, I then showed her my transaction, she didn’t offer an apology not even an acknowledgement she had made a mistake. If this is how you train you managers that call the police on the wrong person and make false allegations while acting like customers are burdens I’ll take my business elsewhere. Store #*** *** ***** **** **ad ********, IL

  Business response

  10/25/2022

  
  We haven’t responded to the BBB complaint yet as we have been unable to make contact with the guest. We have a ticket open for the Guest Services team to reach out to Mr. ****.

  Thank you ,

  Customer response

  10/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

  They want to provide a $50 gift card. This is not right, Thornton's wasted 3 hours of my time proving to the police that I did not drive off without paying.
  
  Regards,
  
  **** ****

*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. ↩