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
06/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Rudeness by deli employees at ***************************************************************, ************, ************ and misleading about availability of wanted items when I call to ask about them believing that they're there only to be told later that they're not.Business response
06/19/2024
Good morning, our Store Director spoke to the customer this morning and the customer is satisfied with the conversation and it is resolved. Please include this note on the website to close the complaint. Thank you.
SpartanNash is appreciative that this situation was brought to our attention. Our intention is to provide a satisfying shopping experience to our store guests. We have reached out to this customer and have resolved the issue.
Initial Complaint
01/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
For over two years Family Fare located at **************************************************** has known their digital coupons do not always get accepted at time of checkout. In the last week alone I caught Family Fare twice not accepting certain digital coupons I had cut on my phone and have included pictures of receipts for the most recent coupon glitch/refund receipt as proof of my claim.I know for a fact Family Fare has known about this problem for years. How so? I have talked with store management and all of them have acknowledged the problem, with some offering solutions such as don't download the coupons on my phone but instead use the store's kiosk, which in reply I mentioned the coupon glitch also happens when using the kiosk and my non-tech neighbor can vouch on that because it happened with him on a milk purchase and he only ever uses the kiosk. I have also contacted the Family Fare complaint department via the web. My concerns are I have to wonder how much money Family Fare has improperly taken from me prior to me realizing I had to focus like a hawk on their checkout receipts. Secondly, having to review one's receipt after having been rung up is time consuming and makes the people waiting behind the customer rather impatient, and who can blame them, I am after all in their way and/or holding up the line. And finally I really dislike having to spend another ten minutes in the store to get the refund when I notice digital coupons not having been accepted, which is often. And finally I wish to point out it isn't until AFTER everything is rung up does Family Fare display the digital coupons that had been accepted, making it impossible to know if the coupons are being accepted while swiping the barcodes. The fact this problem has been known about and yet continues years later is unacceptable. The fact Family Fare then makes it difficult to catch the "glitches" as it happens and makes it time consuming to get a refund, well, that is just infuriating.*******************Business response
01/09/2024
SpartanNash is appreciative that this situation was brought to our attention. Our intention is to provide a satisfying shopping experience to our store guests. We have reached out to this customer and have resolved the issue.Initial Complaint
08/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Store is not open 24/7... its not appropriate in 2022 as the world runs 24/7...Business response
09/13/2022
Good morning the question was why our stores arent open 24 hours our company policy is that we do not have any of our retail locations open 24 hours, this is a company decision.Customer response
09/13/2022
Complaint: 17783239
I am rejecting this response because: so much for being a community oriented company... your response made me as a disabled person made me not want to visit your stores nor seek employment...
Sincerely,
Nameless humanInitial Complaint
04/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Went to Deli for 8-piece fried chicken which consists of one back one breast two wings two thighs and two legs. The photo will show what I got. I had asked him did you just put baked chicken in that bag and he said yes I said why he said I'm closing and I don't want to put all this chicken away. There was plenty of fried chicken to make the order. He was very rude about I'm closing and the receipt will show the time. The deli in the store does not close till 8:00 p.m. . This has happened on multiple occasions by the same person. He is very rude doesn't care what he gives you and as you can see I got what I didn't want and I didn't get what I asked for. The circled food shows two pieces of baked chicken neither my wife or myself will eat baked chicken. This store has the ********** of all family fares I have ever been in. Never again will I use this deli location for supper. In my own personal opinion this particular individual needs to be replaced. I have had same kind of run in with the same individual on multiple occasions the deli is open to 8:00 and he's closing up at 6:30 -the ********** of all family fare locations in the city of ***** and I believe he is a direct link of making it so. If family fare cannot have quality deli personnel I will no longer use family fair for deliBusiness response
05/26/2022
This has been resolved thank you.Initial Complaint
03/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
After being accused of stealing a $3 bag of dog food that I had the receipt for & being tackled by store ****** to see receipt in my hand, I didn't shop here for a long time. Then went back to give it another chance. Food is stale, expired, moldy, rotten or just old. Dog food we spent $40 on & store refused to return even with receipts saying they are not taking returns due to corona virus.It's not like they could of put any of this food back on shelf to sell again, so store is using corona virus as excuse to rip off customers. Selling old expired nasty junk. Donuts spent $4 store manager said bring them back next time we come in, so we did & store again refused the refund after waiting in line for 15 minutes to be told no, and asking another manager about it. Only reason we went to store was to return the stale donuts & ended up spending another $70 of which half of that was stale expired rotten food again. Get home and another $40 in food is hard & stale again! Had some coke coupons clerks kept saying we would get money from coke back coke would pay us, then manager writes $5.99 on coupon for coke to reimburse *********** was 4 for $11, so store is ripping coke company off & making profit from coke not us. Then they over charged relative for 2 cases of coke in check out line. Hamburger was supposed to on sale $2.99 for 3 pound roll, they had none on shelf refused rain check & price gauging $16-20 for a other packs of hamburger. $5 a pound or more. Reduced food has mold, fuzz, rotting spots & the meat is green & they charge near full price for that. Marked down bin is filthy dirty & guessing has a thick layer of corona on it. I think we will be taking our business to other stores , ones that don't do the above to us. Ones that sell fresh food and take back food that is rotten, instead of wasting our money here.Business response
04/08/2022
Thank you for your inquiry - we take customer feedback seriously and want to ensure a positive, safe and pleasant in-store shopping experince for all of our Family Fare guests. We heard your concerns and stand behind our generous 200% Freshness Guarantee: *************************************************************************************.
As all companies had to adjust during the initial onset of the ******19 pandemic, we also amended our policies to keep our shoppers, Associates and vendors as safe as possible, including temporarily pausing our rain check and return policies out of an abundance of caution. Since then, we have reinstated those and continue to prioritize freshness and food safety. We hope to welcome you back to our stores soon.
*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
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.