ComplaintsforWegmans Food Markets, Inc.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to achieve resolution with Wegman's over a minor issue: The Sushi department at Chili Paul Wegman's was not operating during normal business hours. I suffer from a documented auto-immune disease and Wegman's was usually accommodating to my specific food allergies by making me a specific sushi order. It has escalated into eight attempts over 50+ days to achieve a resolution to no avail: when brought to their attention I was outright ignored upon multiple attempts. Then when asked to be e-mailed and not called, I was still called, and apparently sometimes to the wrong number and not the number provided. The sixth attempt resulted in a $20 gift card. Pleased with the result, I travelled to Wegman's to order Sushi. I inquired with three employees if anyone could assist me and was told by all three that no one was there to help me the same issue I originally encountered which was not corrected. I contacted them after this incident, and then I was called (not e-mailed) by a store manager (Jason) who told me that this is just the way it is and I will have to deal with it, and offered me one sushi roll for my troubles; but it had to be right after I talked with him on the phone and not another day, as he was personally leaving the next day for vacation. I told him that was nice of him, but I would still be pursuing resolution with the customer service department for all of this. I then contacted customer service, and have since been ignored by them for over a week. I am requesting a minimum of $50 store credit in exchange for my time, efforts, offense, inconvenience, and travel expenses.

  Business response

  05/16/2024

  Response to the BBB.We researched the customer issue and see where he has contacted Wegmans Customer Care Center about this issue in March of this year and again in May. This is a store staffing issue and was referred to the store to address. The store did follow up with the customer and was offered compensation of a sushi roll for the inconvenience. It was explained to the customer at that time that Wegmans could not always guarantee to have exactly what he was requesting. This customer was also issued a $20 digital coupon by one of our specialists on 5/4/24. We will not be issuing any more compensation for this customer concern. Wegmans Customer Care

  Customer response

  05/17/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below:The reason why I am so perturbed about this: my original complaint was entirely disregarded with nothing other than a copied and pasted apology; and then when I followed up, I was outright ignored; Then when I was finally offered a consolation after extending my personal time and effort several times, my resolution was not even fulfilled on my visit to do so; After this I was ignored yet again. This is detailed in my original BBB; I apologized for being reiterative.The way that Wegman’s has handled this issue has been repeatedly unprofessional and frankly I am hurt by how unfairly I have been treated. I only have a small number of restaurants that I can eat out at due to my condition, so this is personally heartbreaking. How many opportunities must I extend, as the customer and not the customer support specialist, to make things right? I am beginning to realize my effort, time, travel expenses, and stress participating in this charade is not worth the effects it has on what little time, energy, health, and resources I have. I wish you the best in your journey to become better customer service agents. Regards, ****** ******

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 15th I ordered a large pizza for $10. I received a medium pizza that was burnt and dry. It was cooked for far too long to be acceptable as food yet we were sent it anyway. There is no way to put in a ticket or anything at all to relate this information to Wegmans as they are too big to care and it shows. I would like my $10 refunded for not getting what I ordered and what I got being inedible. I still have the medium pizza and would be fine handing it over to your delivery driver so all can see what we were served by Wegmans. One slice is missing as my young nephew was very hungry and suffered through it but said it was disgusting as burnt food doesn't taste very good. Thanks so much. It would be nice if the care taken matched the prices Wegmans has. You would think there would be a higher level of service for the premium we pay for being Wegmans customers. Please do not call me as I work and am unable to take calls. Email is preferred.

  Business response

  04/18/2024

  We reviewed the customer’s complaint and apologize for his disappointment with the quality of the pizza he received. We have refunded the cost of the pizza, which is the desired settlement in the form of a gift card. It was mailed to the address provided in the complaint. This gift card can be used in store or when ordering online. If the customer encounters any issue with any Meals2GO order in the future, we ask him to please utilize the Meals2GO app to provide feedback so we may address his concerns directly. The feedback button is located in the top right corner under the three lines. Simply click share feedback and it will come directly to Meals2GO to handle the customer’s concern. Wegmans Customer Care Center

  Customer response

  04/19/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  A gift card isn't a refund and does nothing for me. I don't shop at the store due to the cost and distance.  Once again a large company showing how little they are and they are too big to care. I want a refund for the burnt food I was delivered meaning I want my money returned. It is very simple and I shouldn't have go through all of this to get a refund but this is the only resource we have thanks to Wegmans making sure there isn't one on the app or the website. This is terrible and people should know how terribly Wegmans treats their customers. 2nd order is a row they have failed and DID NOTHING TO RECTIFY and stolen my money.  Regards,  ****** **********  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had asked over the phone for a delivery of a refill, associate promised that it will be delivered the next day as I requested for afternoon between 4 - 5 pm, I have been on a delivery list for over a year(!!!!!). But delivery person came @10 am, next day called at 12pm and left a Message that will try again in afternoon, BUT NEVER CALLED/NEVER CAME, and day after that he calls at noon , PROMISED TO CALL AGAIN IN AFTERNOON, BUT NEVER CALLED, NEVER CAME!!!!! WHAT A POOR CUSTOMER SERVICE!!! I AM VERY FRUSTRATED!!! I NEED THEM TO DELIVER THE ITEM IN AFTERNOON!!! I CANNOT MAKE IT TO THE STORE!!!! REQUEST: DELIVERY IN AFTERNOON: 4-5PM AND A CUSTOMER SATISFACTION OF $50.

  Business response

  03/19/2024

  Wegmans pharmacy has reached out to our customer on several occasions; however, they have not been able to contact her.  Notes have been placed in her file inviting her into the store to meet with them.  They would like the opportunity to work with her in order to find the exact product she is looking for.
  
  Wegmans Customer Care

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A Wegman’s sushi truck with #**** driving on 81 North at mile marker 52 at 6pm Friday 12/29/23 caused us (two adults, two geriatrics, and a child) to slam on our brakes and swerve off the road. All of our items crashed forward including our food and a glass photo frame which broke shattering glass everywhere. The child and older female both started crying and hyper-ventilating. There was no reason aside from road rage for this to happen. We would like our food costs and the frame cost replaced, est. $75.00.

  Business response

  01/08/2024

  Thank you for contacting Wegmans Customer Care.  We have reached out directly to the customer.  
  Wegmans Customer Care Center
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ON 12/26/23 I DID A PICK UP ORDER AT WEGMANS THERE WHERE SEVERAL ISSUES THE AMOUNT THAT SAYING MY INTIAL ORDER RECIEPT STATED THAT THE TOTAL WAS $22 AFTER MY $15 OFF $35 COUPON WELL MY FINAL RECIEPT THEY SPLIT PAYMENT BETWEEN MY CREDIT CARD AND EBT SNAP AND DID NOT GIVE ME THE $15 OFF. I DID CALL WEGMENS THEY TOLD ME I WOULD HAVE CONTACT ********* WHICH I DID AND AFTER 8 DIFFERENT RESPONSES FROM ********* GETTING NOWWHERE TRYING TO GET A REFUND I DID ON A SEPERATE COMPLAINT AGAINEST ********* ALSO. THE ORDER ID **********.

  Business response

  01/04/2024

  We have reached out directly to our customer. Wegmans Customer Care Center

• Initial Complaint

  12/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Saturday, December 9th I went to Wegman’s in Germantown, MD. I picked up a 6ct-6lb box of Duraflame which was labeled as being priced for $5.99. My partner and I were excited about the price, thought it might be on sale and took a picture of the product and price tag just to ensure we received the posted price when checking out at the register. At checkout the box of Duraflame scanned for $33.99. We informed the cashier that the price tag on the Duraflame set-up showed $5.99 and showed him the picture we captured. The cashier called for a manager and when the manager arrived explained that he needed to have the price for the Duraflame changed to $5.99 and that we showed him a picture of the display and the price to confirm $5.99. The manager, Scott, looked at the item on the registered and stated he needed to go look at the display and price tag and walked away. My partner and I and the cashier waited for his returned; however, after about 12 mins and the line behind us getting longer and longer, I walked outside to the display to see what was going on. When I arrived Scott was standing in front of the display I asked, if we were good, and he said he was waiting on someone to come look at the display and also stated he could not honor the price on the Duraflame display because it specifically said 6lbs and we had a 6ct-6lb box which was exactly like all of the other boxes that were apart of the display. I told Scott that they should honor the price because that is how they have it labeled and if it is mislabeled and incorrectly displayed that this on Wegman’s and no fault of my own. I also stated that Target would have honored the pricing even if it were a mistake, and Scott rudely reminded me “Well this is Wegman’s” and I told Scott “I knew where I was and did not appreciate him being disrespectful.”

  Business response

  12/19/2023

  Thank you for contacting Wegmans Customer Care.  We have reached out directly to the customer.  
  Wegmans Customer Care Center

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a complaint with the Mechanicsburg. Pa wegmans. On 11.22 I was at the sub counter Trying To order a sub. But the person there. A male. Name unknown wasn't paying attention to me , a paying customer. I was telling him what I wanted and twice I had to tell him I wanted a medium seeded white bread. Because he was too busy talking to his coworker. When I got home I noticed I had onions on the sub! Something I am allergic to! And had to throw out the sub!!! I sent a complaint via email and someone stated that they would reach out but they never did. I want my card refunded. I'm not driving 20 minutes to the store to get a refund. They can easily refund my card on their end. I will never order another sub from there if that person is there. They're supposed to be getting paid to make subs not stand around and talk.

  Business response

  12/05/2023

  Thank you for contacting Wegmans Customer Care.  We have reached out directly to the customer.  
  Wegmans Customer Care Center

  Customer response

  12/11/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, **** ********* No one reached out to me. 

  Business response

  12/28/2023

  Wegmans Customer Care as well as store management has reached out to explain that it is necessary for a customer to return to the store with a receipt in order for a refund to be given.  Wegmans Customer Care  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a victim of a duplicate charge that occurred because of a published problem with Wegmans credit card servicing company. I used my debit card for a purchase of 41. 37 on 8/16/23. The next day they sent another charge through for the exact amount. I called my debit card bank and they said that it was an issue with Wegmans. I’ve filed multiple claims with Wegmans and they will not work with my debit card company or provide proof of the mistake. I’m only asking for $41.37 to be returned to my account.

  Business response

  09/08/2023

  Thank you for contacting Wegmans Customer Care.  We have reached out directly to the customer.   Wegmans Customer Care Center

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  DELIVERY ON 6/19/2023 WAS OVER-CHARGED $ 11,58 DUE TO MISSING ITEM. DELIVERY CARRIER *********/******* HAS AS OF 6/21/2023 NO RESPONDED !! ORDER NR *****************

  Business response

  07/10/2023

  Thank you for contacting *******.  Our partner, *********, has reached out directly to our customer.******* Customer Care

• Initial Complaint

  06/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Since the Covid pandemic the prices have been outrageous there discontinuing larger items replacing them with smaller items for the same price !!! The pandemic is over still today prices are rising everytime i go in the store on everyday products that people buy to eat and feed there family’s this is absolutely obserd i was paying 1.79 for fries they are up to 3.29 a bag cat food is up 5$ why are the prices continuously rising sour cream was 89 cents its 1.49 salad dressing was 99 cents its 2.00 the muffins were 99 cents up to 1.89 a muffin

  Business response

  07/03/2023

  Thank you for contacting us.  Wegmans has reached out and responded directly to our customer. Wegmans Customer Care

*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. ↩