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Business Profile

Grocery Store

Family Fare, LLC

Headquarters

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BBB Accredited BusinessA Rated by BBB

Complaints

This profile includes complaints for Family Fare, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Family Fare, LLC has 42 locations, listed below.

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/03/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing once again to reiterate my ongoing concern regarding the systematic overcharging of my grocery orders, which I raised with Family Fare corporate previously. In their last response, I was assured that corrective actions would be taken to prevent this from happening again. However, I've seen no resolution on this matter, and the issue has persisted. Additionally, I was promised a complimentary subscription service as compensation, which, like the promised corrective actions, was never provided.These repeated failures to follow through on their commitments have eroded my trust in the company's integrity. I believe it is important to communicate clearly: I have been falsely assured the overcharges would stop, and I have been falsely promised a subscription service as compensation.The company communicates that on any grocery order, a provisional holding fee will be applied, at a rate of either 10% of the order total or $5, whichever is higher. I have consistently been charged a third, unlisted value, higher than either option listed. For example: "Item Total:$217.88 Pick Fee:$4.95 Provisional Hold:$23.77 We temporarily authorize your card for the higher of $5 or 10% of the item total. It helps account for charges like bottle deposit, final sales tax, and items sold by weight. As soon as your order is complete, we charge your card for exactly what was in your final order.Container Deposit:$2.80 Tip your personal shopper?:$0.00 Estimated Total:$249.40"In this example, we can see that the business has fraudulently charged me for *****% of the value rather than either $5 or 10%. Please force them to resolve this. I have attempted communicating with the business about this issue, and while they have verbally patronized me and lied about compensating me, nothing has been done in terms of resolving the actual problem.Thank you for your time and energy.

      Business Response

      Date: 10/28/2024

      The store and I have made a handful of attempts to contact the customer via phone call and have not heard back from ******** yet. An email has been sent to the customer expressing our apologies for any inconveniences and explaining the changes we have made to our policy, their subscription, and coupons clipped to their account. 

    • Initial Complaint

      Date:06/04/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:01/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:06/19/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Family Fare rolled out a new app for grocery pick up. The new app charged you up front plus an additional 10% plus an additional $25. This is supposed to be auto adjuster once you pick up your items. So I was charged $167 to my debit. Once I picked up there was an additional charge of $141 which is the actual cost. So now they have taken $308 for $141 in groceries. I have contacted app and shopping support. Spartan **** told me to contact the store direct. Manager says h*** look into it then has my shopper call me and explain that they dont know what when wrong but maybe if I wait a few business days longer it will adjust its self. I wanted a credit issued and have not received it. They explained this is their new process double charging and after several days you may get your money back. This is fraud and theft!!!

      Business Response

      Date: 10/28/2024

      SpartanNash is appreciative that this situation was brought to our attention.  Our intention is to provide a satisfying shopping experience to our customers. Our store management reached out to this customer and have resolved.

    • Initial Complaint

      Date:05/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was denied sale of a liquid medication from the Family Fare on ****** St.due to the fact that I forgot my ID! I am 47 years old and this was just an cold medicine for my child. I shop at this store twice a day and I usually show them my ID at least once per day. My child was sick and I forgot it, The age for sales restrictions is 21 NOT almost 50!! And the fact that the cashier and the managers on duty have seen my ID everyday for 34 years! I will never shop here again and I will also be seeking legal discrimination advise for age discrimination and racial discrimination as I am not white and this is why I believe both the manager and cashier refused the sale. This was NOT alcohol nor cigarettes it was medication for a child.

      Business Response

      Date: 10/28/2024

      SpartanNash is appreciative that this situation was brought to our attention.  Our intention is to provide a satisfying shopping experience to our customers and comply with the law.

      Our store management has attempted to reach this customer multiple times and has not yet received a response.

    • Initial Complaint

      Date:08/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Store is not open 24/7... its not appropriate in 2022 as the world runs 24/7...

      Business Response

      Date: 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 Answer

      Date: 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 human

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