Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/08/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I buy the large Bottles of Poland Spring water and the bottles have a large bottle deposit fee. The Shop'n Save will not let me return the bottle unless I purchase and new full bottle. However, this is problematic because it never allows me to reduce the amount of water I purchase and I can not get my bottle bottle deposit back. For the last month they have not been getting shipments of the water and I am stuck with these large bottles and they will not let me return them to get my deposit back. They tell me I have to wait until a water shipment comes in. This is unacceptable and they should not be charging a bottle deposit unless they will give it back upon return of the bottle regardless whether I purchase another full bottle.
Business response
08/09/2022
I'm sorry for the inconvenience. At this time, we cannot take the empty bottles back because we are way past the amount we are allowed to have on premises. The available space I have for empty bottles is way past filled up. We are able to have a certain number of full bottles and empty bottles on premises. We have filled up both sections with empty bottles. If we take any more in it will become a fire/safety issue. Also, we do not require customers to purchase new, filled bottles in order to return the empty ones. We haven't had a delivery/pickup in five weeks. We took as many empty bottles in during that time as we could. We are a small location with limited storage space. We are still getting regular grocery deliveries. The company that delivers them is having transportation issues. Again, we are terribly sorry for the inconvenience.
Customer response
08/10/2022
Complaint: 17686716
I am rejecting this response because: Although I understand the limited space issue, prior to this current jam-up with bottles and no pickups or deliveries, when I tried to return and empty bottle I was told on numerous occasions I could not if there weren't any full bottles to replace the empty. This is unacceptable, what if I decided not to keep purchasing full bottles, am I then stuck with the empties for ever?
Sincerely,
***********************************Business response
08/11/2022
I'm sorry. It has NEVER been our policy to force people to purchase full bottles in order to return empty ones. I cannot accept any more bottles until the company is back delivering and they pick up all the empties I have. I'm sorry this is an inconvenience for you. It's not easy for us either. Once again I would like to state that we have never, nor will we ever require someone to purchase full bottles in order to return empty ones.Customer response
08/11/2022
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,
***********************************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.