ComplaintsforKey Food Stores Co-Operative, Inc.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bottom line if you don't want to read all of this: I am looking for a refund of $150 because 3 ($50) gift cards I recently purchased did not work.My nonprofit organization purchases gift cards for those in need. Out of the last 8 gift cards we bought from Key Food, 3 of them (on 3 different occasions) did not work when my client got to the store.Since January 19th, I've been trying to get a refund, but it is nearly impossible to get in touch with anyone from Key Food. I've called many times and filled out their contact form on their website as well. Their customer service line is *********************** and does not have an answering machine. (Correction--once I let it ring for 16 minutes and an answering machine did, in fact, pick up.)I have been able to speak to a customer service rep twice. The first one confirmed that three of the cards were not used. The other one said the managers didn't want to give a refund because cards being dysfunctional was a "rare occurrence." She said they might offer to replace the cards, but I don't care for that option because I don't trust that they will work (besides this latest occurrence of 3 out of 8 cards not working, I've had multiple other broken cards sent to my clients as well over the past 2 years). My client reported that after picking out all of his groceries, he got to the cash registers, and the cards didn't work. The store could do nothing, so he had to leave all of the groceries there. Not only is that extremely embarrassing, it is dangerous; he received this card in the first place because he had no food at home.I don't know why they haven't resolved this yet. Stealing is wrong in general, but stealing from a charity takes a special kind of company. I'd be so appreciative if you could help me get a refund of $150.Thank you,***** PS: I don't know if you need this info, but the debit card I bought them with has expired. Our new one has the same number, but a different expiration date and security code.

  Customer response

  03/17/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Key Food Stores Co-Operative, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***********************

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