ComplaintsforWegmans Food Markets, Inc.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Wegmans 15 Woodbridge Center Dr, Woodbridge Township, NJ 07095 732 596-3200 This store above has the worst managers handling front desk with customer service issues. This evening, Jacki refused to assist me with rotten food sold to me. I told her I alerted World Headquarters & she spent over 20 minutes questioning my integrity. Then, she lied to me that their computer system had zero records of my complaints over at their WHQs. I told her that Leeza found the complaint in the system, so, now she's being combative, rude & disrespectful with a nasty attitude searching the complaint filed. Then, she finds the complaint, and still refused to assist. She tells me how surprised she was that Corporate didn't assist. Yet, Corporate bounced me to the store for a resolution, and the store washed their hands bouncing me this evening to Corporate. This store I would bring photos of rotten avocados or the product & front desk would have me go speak to a produce manager instead of the front desk resolved the matter. Then, the self check out charged me one amount, and the charged card would have $20 more ripped off by Wegman. I brought my receipt & showed them what they took extra from the card & even with proof of receipts, the front desk manager humiliated me for 45 minutes. Until finally she rectified it. That was during the beginning of the pandemic. In summary... This store for years have had the worst customer service. You could bring receipts or rotten food & they still give you hell. Their Asian section has food sitting out there for sale for 4 days straight, that the taste becomes freezer bites. Their frozen sections has holes in the boxes, and the list goes on. I've seen rotten cold cuts platters where I called an employee to remove it. They enjoy selling totten food to then not reimburse the consumers. Jacki needs to be fired for arguing with me, rolling her eyes & basically sent me to hell.

  Business response

  03/30/2023

  The store management team has reached out to our customer in an attempt to discuss her concerns.  To date, she has not responded to their attempts.Wegmans Customer Care

  Business response

  04/04/2023

  Good Afternoon!  Store management and our customer were able to connect and reach a satisfactory resolution to our customer's concern.Wegmans Customer Care

  Customer response

  04/04/2023

  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.  Regards, ******* *********  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DELIVER MAR 11,2023 AT 2:31 PM -ORDER TOTAL $ 83.69 - 3 ISSUE: WEGMANS VEAL TOP SOUR TASTE $ 18.04 + BAGGED MANDARIN MISSING ITEMS (OPEN BAG) $ 6.89 + WEGMANS HEAVY CREAM DELIVERED 16oz, PAID FOR 32oz

  Business response

  03/22/2023

  Our vendor partner issued a refund for the affected items in our customer's order.  We believe his concern has been resolved.

  Wegmans Customer Care

• Initial Complaint

  03/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Wegmans for a curbside grocery pick up. My order was marked as complete before I even pulled up. Upon pullling up, employees asked me the name it was under, over and over again for 30 minutes. Asked me if it could be under another name, because they couldn't find it in their system or remember removing it from the shelf and giving it away. It wasn’t until I had already been waiting 40 minutes that someone told me they gave my order to the wrong person and had to re-shop for it and it would be about 10 minutes, they had their fastest shopper on it. I ended up waiting an hour and twenty minutes for my order. After waiting that long, I got out of my car and stood by the curbside entrance so I could grab and employee to see if they could just cancel my order. Employees went in and out with other people’s orders and would NOT look at me, just ignored me as if I wasn’t even there. I had already paid for my $90 order and it was marked complete so I couldn’t cancel it, I was literally STUCK there until they decided to actually shop for my food, because they definitely didn’t when they initially said they did. Despite me having put the color, make and model of my car. THEN, I get home, the bags have no receipt, no list to go off of, like it was shopped from memory. Multiple items are missing, they are the wrong weight, size, quantity, or just not there at all. Because even when I told them my name over and over again when I first pulled up, they couldn’t find my order at all in their system, whatsoever despite having completed it and sending me a notification before even speaking with me to verify the combination of information I provided (Name and car make/model). I got there at 3:28pm and didn’t leave until 4:57pm. Unbelievable. This was the store in Bel Air, MD.

  Business response

  03/21/2023

  Wegmans followed up with our store management team to confirm that our customer had been contacted.  Per her request, a full refund of her order was issued along with a sincere apology.  It is our understanding that her concern has been resolved. 

  Wegmans Customer Care

• Initial Complaint

  02/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I’ve been using the Wegmans online app to purchase groceries from their store. The company repeatedly does not deliver the food order and blames their vendor for the issue, yet I’m purchasing this product through their app. The orders are repeatedly late or not filled. I currently have been waiting two days for a food delivery. While I understand that there are weather issues in NYS, the company continues to take orders, makes inaccurate estimates, misses delivery times, and pushes orders for days while their vendor claims there are no shoppers picking up my order. I do not understand how a company can continue to take orders and not deliver. I also pay a premium service fee of $99 for this service offered in connection with the Wegman’s app.

  Business response

  03/29/2023

  Per her request, our customer has been issued a refund for her *********+ membership.  Based on communications with her, we believe this matter to be resolved.

  Wegmans Customer Care

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Wegman's Organic Crushed Tomatoes Fire Roasted sweet & smoky 0 77890 41185 8. I added in the contents of the puree to discover that it contained heavily burnt pieces of tomatoes. I did not want to eat burnt food so I threw it out. I called Wegmans office at ###-###-#### and requested a refund. I was told I would be receiving a refund for the item AND other ingredients I purchased including organic mushroom, organic spaghetti sauce etc. I emailed Wegmans at ********@*******.com with photos showing bits of burnt tomatoes. Today I I received a reply from Megan, a customer care specialist at Wegmans with the message: "Dear ***, Thank you for reaching out regarding the Fire Roasted Sweet & Smoky tomato puree. The "burned" bits you are seeing are a naturally occurring aspect of the product. It is a "fire roasted" tomato sauce, so there are actual bits of charred tomato skins purred into the sauce, which give it the distinctive "roasted" flavor and smokiness, that is described in the name of the product. There is no cause for concern, as this is the way the product is intended to be made. I hope you have a nice day. Sincerely, Megan Customer Care Specialist" I don't know what Megan meant by calling burnt pieces 'a naturally occurring aspect'. She may be saying in her perspective tomatoes burn themselves naturally. It's confusing because tomatoes don't come burnt like that naturally. Also there is nothing on the label to show there are burnt pieces of food inside. I am okay with fire roasted but I refuse to eat burnt food as it is known to cause cancer. Wegmans has gone back and refused to give me a refund for the can of tomato puree and other ingredients saying tomatoes come burnt naturally. Again nothing on label to show that it has burnt food inside the can. I'm not saying I want to be compensated for the my time, energy, or the spaghetti that I had to dump out. Just the partial ingredients I bought that day.

  Business response

  02/17/2023

  Prior to receiving this notification, customer was targeted a digital coupon and sent a gift card. Wegmans Customer Care Center

  Customer response

  02/17/2023

  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 reply from Wegmans' is very vague. What does 'targeted a digital coupon' even mean? I requested a refund for the can of marinara that had burnt pieces of tomato inside. And other ingredients that I had to throw out because I didn't want to eat contaminated food. Calling burnt things inside food as naturally occurring is just as silly. And they did not even say how much the gift card will be. Wegmans' could have just refunded the purchases, which wasn't even that much really and be done with it. Instead they went to the route of making ridiculous excuses of naturally burning tomatoes and targeting digital coupons ending with a mystery gift card. But thanks to BBB for contacting them on my behalf.  Regards,  *** ***  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 5. 2023 around 11:30 in the check out at Wegmans in Perinton I discovered I left my credit card at home and asked if I could use a check to pay the balance of $203.18. upon putting my check into the machine a message appeared. The front end manager did not know what the message meant left then returned with manual whereby she asked for another form of payment. I explained i did not have one. She suggested i leave the store and return with a different form. When I said no she took me to customer service. They asked me to write another check and again my transaction was denied. They could not provide an explanation but said they could not override the decision. They handed me a slip of paper with a phone number and reference number for *******, a credit data base. I could offer a drivers license and even a look at my bank account balance. I left my groceries on their counter and left the store positively mortified and scared that I had been a victim of theft or something. When i got home a checked with my bank account and thankfully everything seemed in order. I called ******* and there was no person to speak to, only a recorded message saying transaction could be denied for many reasons set by ******* and their clients, in this case Wegmans. What I subsequently found out is that ******* has no access to balance information. What possible parameters were being used to trigger this most ridiculous situation? To find out i needed to request a credit report that will take a couple of weeks. I e mailed Wegmans and heard back from Martha. She said she would attempt to find out something from *******. She got back to me stating that ******* would not provide information for privacy reasons. She seemed to indicate that many retailers use ******* services so that I should believe they are legitimate. I believe Wegmans is complicit in this arbitrary discrimination perpetrated on innocent customers and should be held to account, but they don't see it that way.

  Business response

  02/23/2023

  Wegmans Customer Care reached out to our customer to share a more detailed explanation as to why her check was denied along with a sincere apology.  It is our understanding that although she is not pleased we are continuing our relationship with *******, she is satisfied with our resolution. Wegmans Customer Care Center

  Customer response

  02/23/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ******** ******   Wegmans has offered to send me a gift card as a gesture for my inconvenience but I have not received it as yet. They offered a sincere apology which I accepted. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a buttercream filled cookie sandwich from Wegmans bakery on January 5, 2023 around 12pm for $5.50. This cookie was outrageously hard, like it had been there for at least two days. I've had it multiple times before and it was never hard, and this was unmistakably stale. I was unable to physically return it due to weather conditions and I contacted Wegmans two different times about the issue. I haven't heard from them but I would like my money refunded.

  Business response

  02/28/2023

  Our customer has been contacted and per her request issued a refund in the form of a digital coupon.

  Wegmans Customer Care

   

   

• Initial Complaint

  02/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased item on Jamuary 31, 2023 from Wegmans, Niagara Falls NY, via ********* for $3.49 plus tax. Packaging states net weight of 11.7oz, however visually it can be seen that product did not fill out packaging and upon weighing, item was only 9.6oz. This is false advertising.

  Business response

  02/21/2023

  Thank you for your patience.  We are investigating and waiting for additional follow up from our supplier.  

   

  Wegmans Customer Care

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint to PHARMACY division at Wegmans I had requested pharmacy dept at Elmira store: easy cap on viles for my medicine due to physical limitations. It was promised that it's in the system, but I just received a new refill and it was with a hard to open cap, I had to use a tool hammer to open it, I was sick, weak, experiencing insomnia that night I couldn't open vile to get my medicine. I reported to manager and requested AGAIN to have easy cap and a customer satisfaction upon THIS bitter customer service incident: vitamins D3 plus K2. Manager Stefani honored my request of vitamins D3 plus K2 and offered replacement of few pills of hydroxyzine that got crushed from opening vile by hammer as I explained about it, I accepted this offer. When they delivered a bag to my house - I saw in the bag: no replacement of 7 of hydroxyzine but instead a NEW REFILL/30th tablets which is my last refill of hydroxyzine which was way too early to get a full refill!! And instead of vitamins D3 plus K2- There was vitamin D and K. But this is WRONG. There's a significant difference! Request was for vitamin D3(!!!) and not just D, same for vitamin K2(!!!) and not vitamin K. Vitamin K2 puts calcium into bones instead of in veins to avoid calcification. It has to be exactly vitamin D3 and vitamin K2. I am requesting: replacement of crashed 7 tablets of hydroxyzine and vitamins D3 and K2,

  Business response

  02/22/2023

  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

  01/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My minor daughter and I went shopping at Wegman’s (new one in Wilmington DE) on the evening of 1/14/23. On this particular trip, there was a cereal that didn’t ring up on sale so I requested some assistance. Sophia, at self checkout, requested for a manager to help since it didn’t come up on sale. Linda, the manager, prior to assisting us asked if I was with Instacart(I’m not). She looked up the price and said I was getting the cereal at a cheaper price than what she saw—but that wasn’t the sale price. I finally convinced Linda to look at the shelf tag and it was determined that the cereal I was buying had all of the boxes on the shelf in the wrong place so another cereal (not on the shelf) was actually on sale. Walking back to self checkout, Linda advised that I needed to use a lane vs self checkout due to number of items( I was over 20 but not 50 items etc). I explained to Linda that I like to see the prices of items as they’re rang up and I have used self checkout each time at Wegman’s with no issue. Linda got Sophia and they proceeded to stand less than 3ft away and watch us ring things up. Linda left and went to ask 2 other employees to watch us. It was very uncomfortable and I let Sophia know that and she backed up a couple feet. Anita, who was 1 employee tasked with watching us, said that Linda had given them all the directive to watch us. Anita knew what they were doing was wrong and didn’t want to get in trouble over this. I received a call from Steven J**** at that location letting me know that “anticipating the customers need” can be uncomfortable. That narrative is concerning because my needs weren’t anticipated. There is video of a good chunk of this encounter. And 95% of the thousands of people watching the video disagree that this was a positive exchange that just felt uncomfortable to me.

  Business response

  02/01/2023

  Good Morning!  Wegmans' store management team reached out to our customer to request the opportunity to discuss the incident and her concerns.  She agreed conversation is necessary and will contact the store when she is available.  

   

  Wegmans Customer Care Center

  Customer response

  02/01/2023

  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.The service manager did contact me and belittled the expeeience. In fact, I was told that policies would be changed to where I would have even more people watching. He felt the missing part was that they were not moving around to help others because it was just me. It doesn’t recognize the fact that they were told to watch us. Now, Mr. J**** did speak with ar least Linda and Anita but what they told him doesn’t match what happened nor what was said fo me. I need Wegman’s to own what occurred verses offer me explanations that don’t match the favts. And I cannot get him to understand that. There is video of a good chunk of the encounter—unfortunately I had turned my phone off because my battery was dying and didn’t catch the beginning…but hundreds of people agree that this not Wegman’s “anticipating my need” but being targeted, It’s truly a shame that Wegman’s doesn’t pacify me and feels this is acceptable. I had requested corporate’s help so yet another missed opportunity I suppose. Regards, ****** *****

*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. ↩