Complaints

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.

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 viewed your weekly circular and digital coupons through the ShopRite app. I noticed that an item I was interested in was on sale, and while browsing, I also saw a digital coupon offer for soda that made the trip worthwhile. Based on the information available, I understood that the promotion was active today and ending tonight. I then made a 30-minute drive to my nearest ShopRite.Upon arriving at the store, I found that the soda was marked at a different price than what I had seen in the digital coupon. When I spoke with the store manager, **** ******, he informed me that the coupon was not valid until the following day. However, at no point in the digital coupon did it clearly indicate a start date. While various coupons displayed different end dates, there was no consistent or clear way to confirm when they became active.I found this to be misleading and bordering on false advertising. If the coupon had explicitly shown a start date, I would have planned my visit for the appropriate day. Instead, I made an unnecessary trip based on incomplete and unclear information. I was also disappointed by the managers dismissive response, stating I should have known, rather than acknowledging the lack of clarity in the app presentation.I have screenshots of the digital coupon and the promotion as it appeared to me, which I am happy to share for reference. I strongly believe that if the start and end dates are not clearly listed on the digital coupons, store management should honor the pricing or take accountability for the oversight.I hope ShopRite will take this feedback seriously and make the necessary improvements to ensure digital promotions and circulars are presented with greater clarity and transparency. To help make up for the inconvenience and the time and expense of traveling to the store based on misleading information, I would appreciate it if you could issue a coupon for the soda items in question, as well as a gift card as a gesture of goodwill.

  Business Response

  Date: 05/14/2025

  Our store manager contacted the customer and apologized and provided a raincheck. The store manager stated that the customer was thankful for the resolution.

   

   

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have been banned twice from getting pickup services by this store . I have gotten no explanation other than being belittled by the people who do customer service . Im usually hung up on and or made to repeat myself Its a highly unethical company . I called main customer service and was told to call the store that it is franchised . This is extremely unethical

  Business Response

  Date: 02/24/2025

  Please be advised that our store manager contacted the customer and informed her that she is not banned from the store and can place her pickup orders.
  
  Regards,
  ***** *********
  Compliance
  

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok for now as long as I am not banned again without reason 
  
  Sincerely,
  
  ********
  
  
  
   
  
  

• Initial Complaint

  Date:08/27/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The cashier and manager didnt know how to scan my OTC card because my OTC card gets scanned, it doesnt go through the credit card machine (I know this because every store that accepts it including this particular Shoprite where I have used it several times since this location started to accept my specific OTC card), they wouldnt ask any of the other employees nor call someone from customer service or a different manager that might have been awaken and have been able to tell them. They both then wouldnt give me their names which is illegal, consumer law if I ask, I have to have a first name so I know when I speak to someone who is a higher level employee then them to let them know what happened at this location, I have a reference. They then gave me a security receipt which I took a picture of to avoid having any information on the reciept that could identity either employee. The cashier was the midnight cashier at register 15, the Manager is named **************** believe. He refused to give me his name, but several employees said it including the nighttime cashier that was helping me when she had to address him over the loudspeaker to come. Its not my fault that they arent properly or professionally trained. And its not my fault that I know my rights as a consumer. I feel guilty making this complaint, but if they have done it to me, they have either done it to other people or will do it to other people in the future. The whole staff needs to be trained or retrained in using the cards. And how to speak to people. An employee shouldnt get irate or refuse to give information that by law they have to give because they dont know something they should know. And just because other cashiers at this location have explained this to me. The cash registers computer tells the cashier to scan my card. Other cashiers working at this ShopRite have told me thats how they know they have to scan it

  Business Response

  Date: 09/13/2024

  The store manager contacted the customer about her complaint. The customer voiced her concern, the store manager understood and resolved the matter to the customer's satisfaction. The customer thanked the store manager for his kindness.