ComplaintsforDollar General

Discount Stores

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Initial Complaint
06/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been contacting Dollar General contact center since 5/19/2024 about the stores ********************************************** and the one located on ************* in ****************** tx They wouldnt accept my return on the morning of 5/19. I purchased a shelf on 5/18 and used my number I did get a paper receipt but I lost it but gave the receipt on the app that neither store would take saying they needed a paper receipt wouldnt even accept the return using my drivers license. At the point I just want my money back to not shop at Dollar General again this has been the most frustrating experience I have ever experienced. As you can see at the bottom it says I can present it to a representative for a return.
Business response
06/19/2024
June 19, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*******************
Case # ******** Customer: ***********************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding a return she wished to make at one of our locations in ******, **.
Upon receipt of this complaint, I partnered with our district manager who tried to reach our customer to apologize for her inconvenience and to address her concerns.Unfortunately, she was unable to reach her, but she was able to leave her name and number and when our customer returns her call, she hopes to be able to resolve her complaint.
We are confident we have done our best to address and resolve this complaint. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Business response
06/19/2024
June 19, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*******************
Case # ******** Customer: ***********************
Dear *************:
Thank you for notifying us of the complaint from our customer regarding a return she wished to make at one of our locations in ******, **.
We have just received confirmation that our district manager has spoken with our customer and that she will visit the store in the morning so her refund can be processed.
We are confident this complaint has been appropriately addressed and resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer response
06/24/2024

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.

Sincerely,

***********************
Initial Complaint
06/10/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of Transaction: June 8, 2024 - Total paid: $57.00 The cashier refused to take the paper coupons printed from ***********************************************. The total of these coupons was $10.00. There were no other coupons provided digitally by the store. The deductions were the $5 discount divided up between all items purchased. The cashier indicated she could not take paper coupons printed from the internet. The cashier brought out a sign that supported her side.The Dollar General website has a section called Coupons. It indicates "paper coupons can be used but are not able to be combined with other manufacturer's multiple Dollar General coupons for the same item in the same transaction. Customers can use manufacturer's coupons found online."Their policy states: "Dollar General stores accept manufacturer, DG store, and DG digital coupons.A manufacturer coupon is an offer that is specific to a particular national brand, such as **************** or Kraft. A DG store coupon is labeled Dollar General in the coupon gallery.Applicable coupons come from a variety of sources, including, but not limited to DG.com, Dollar General mobile app, newspapers, magazines, print-at home (internet), direct mail, product packaging, DG produced text and in-store coupon boxes."
Customer response
06/11/2024
Dollar General Store Information:
Address - *********************************************
Phone: *************
Customer response
06/12/2024
Dollar General
**************
******************, **. 47265

Business response
06/16/2024
June 16, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*******************
Case # ******** - Customer: *******************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding a visit to one of our stores in ******************, **.
This is an initial response to let you know we shared our customers information with our respective district manager requesting they reach out to our customer to apologize for her inconvenience and to address her complaint.
We are confident this matter will be addressed, and we will send a reply once we confirm this complaint has been resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Business response
06/18/2024
June 18, 2024

Better Business Bureau of Middle *********
Attn:*************************;
P.O.Box ******
*******************
Case # ******** Customer: *******************
Dear **************:

Thank you for notifying us of the complaint from our customer regarding a visit to one of our locations in ******************, IN.

Upon receipt of this complaint, we partnered with our district manager who reported he was able to reach out to our customer to address and resolve her concern.

We believe this matter has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,

************************;
Customer Relations Supervisor
**********************
(LB)
Customer response
06/19/2024

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.

Sincerely,

*******************
Initial Complaint
06/07/2024
Complaint Type:
Facilities Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
There is no air conditioning in the building and employees say corporate has no plans to fix it! They are working in 90+ degrees. I went in to shop and it was way too hot. They only have 2 fans. Something needs to be done.
Customer response
06/07/2024
Store location
******************
******************
Manager states that the A/C is being fixed just waiting on a part but employees say differently. I dont feel it is even safe to buy any type of food from there due to the inside temperature of the store.
Business response
06/15/2024
June 15, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*******************
Case # ******** Customer: *************************
Dear **************:
Thank you for notifying us of the complaint from our customer concerning the status of air conditioning repairs at one of our stores in ********, **.
Upon receipt of this complaint, I contacted our district manager and verified the repairs that were in progress have been completed.
With our apology for our customer and associates discomfort, I believe this matter has been appropriately addressed and resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer response
06/17/2024

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.

Sincerely,

*************************
Initial Complaint
05/22/2024
Complaint Type:
Billing Issues
Status:
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.
My husband used my EBT card at dollar general in ********** ny and long story short the employee kept saying the card didn't go through and he put the pin in 3 times and my card was charged 3 times for the same order. So I'm so upset and I complained to DG corperate and after couple days j get a call from ****** in corperate she said she was calling to try to fix the complaint. Basically she tries to resolve problems. And what a great lady. I have been dealing with this for over 2 weeks now and i talk to her like every 2 days she is so sweet and wants to help so much bit every time she reports to corperate that I'm unhappy customer they give her messages to shut me up and she has to keep relaying messages to me I have asked several times if she could have corperate call me personally but they refuse to call me they just keep giving her messages to relay to me like they are refunding the 3 charges right away back to my card but no such thing has happened . Poor ****** stuck in the middle she sent me 30 dollar gift card to try to make a bandaid until corperate egknowleges my seriousness of my complaint. Corperate has offered me NOTHING . I'm upset and I feel taken advantage if these credit card machines are ripping customers off because if I didn't check my card balance when he got home I wouldn't have known there were 3 exact charges on my card. I'm mad .
Business response
05/27/2024
May 27, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*******************
Case # ******** Customer: *********************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding being double charged for a purchase her husband made at our store **********,**.
Upon receipt of this complaint, after determining Dollar General only received one payment we began communicating with our third-party processor. After our customer told us the monies were not credited back to account on May 17, we went back to the processor and were advised on Friday, May 24, the monies should have been returned to her account on that day. I did try to call our customer Saturday May 25 to confirm, but I was unable to reach her. As this is a holiday weekend, I hope to speak with our customer tomorrow, May 28 to see if the refund has been posted to her account. At this time, I will also discuss our customers desired settlement with her.
With our sincere apology for our customers inconvenience,I am confident we are doing our best to facilitate the resolution of this complaint.We will send an additional reply once we receive an update from our customer. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer response
05/28/2024
Hello first I'd like to say that my issue at dollar general I was charged 3 times not double chafmrged I was charged on my card 3 times. Then took me over a month now to argue the fact like I did something wrong. Even after several attempts for ****** from dollar generals corperate she kept relaying messages to her upper corperate people and they were ignoring my request to speak to anyone else besides ****** she was supposed to resolve this for them. I did not agree and then yes rhe money got put back on my card may 24th. *** a month after my complaint. . Now what is dollar general going ro do for all the stress I incurred and phone calls I had to make and recieve looking like a lier that money was charged on my card 3 times instead of one time ..
Initial Complaint
05/16/2024
Complaint Type:
Billing Issues
Status:
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.
Saturday May 11th I visited the Dollar General on *******************************, store number *****. While in the store I opened the DG app on my phone and added the $5 off $25 coupon to my account along with a few other digital coupons. When I went to check out, I input my phone number on the keypad and spent $30.21. Transaction ******. I asked the cashier if it took the $5 off and she said yes. Then, after the transaction she said no, realizing it in fact did not. I asked to have that $5 refunded and she said she would have to do a full return of all my items and then could re-ring it. There was a line of people so I let the young lady behind me go first. I was then told that I would have to wait for the cashiers co-worker to return from lunch, it could be a bit. I had ice cream and other cold items in the bags which were now sitting on the floor behind the register. I waited a couple minutes, then said never mind, I would reach out online to discuss it.I did that. I then got an email back that said they wouldn't be doing anything about it for me at all.
Business response
05/17/2024
May 17, 2024

Better Business Bureau of Middle *********
Attn:*************************
P.O.Box 198436
******************

Case#:21710399 Customer Name: *******************

Dear **************:

Thank you for notifying us of the complaint from our customer regarding his ********************** digital account.

Upon receipt of this complaint, we have reached out to our digital team and were advised that unfortunately our customer had not clipped the May 11, 2024, $5 off $25 coupon to his digital account, therefore, we were not able to deduct $5 from his purchase. This was communicated on Monday May 13, 2024, to our customer in response to his email sent to our digital team on Saturday May 11, 2024.

We believe this matter has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.

Sincerely,

*************************
C.H.
Customer Relations Supervisor
**********************
Customer response
05/22/2024

Complaint: 21710399

I am rejecting this response because:
I definitely did clip the coupon, while in the store, and saw that it was clipped. Had I not clipped it I would not have spent $30. If it didn't work for whatever reason, there is a technical issue on DG's side, not mine.
Sincerely,

*******************
Business response
05/29/2024
May 29, 2024

Better Business Bureau of Middle *********
Attn: *************************
P.O. Box 198436
*******************

Case#: 21710399 Customer Name: *******************

Dear **************:

Thank you for notifying us of the rebuttal from our customer regarding his ********************** digital account.

Upon receipt of this rebuttal, we went back to our digital team and they, with the coupon administrator confirmed that the May 11,2024, $5 off $25 coupon was not clipped to our customers digital account.
Because of the efforts our customer took to have this issue reviewed and addressed, in the name of customer service we will be sending him a $5 gift card to compensate for his missed discount.

We believe this matter has been appropriately investigated and addressed. Thank you for bringing this rebuttal to our attention.

Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
05/16/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Sunday May 12, 2024 Spent 3.24 The item was a *************** drink listed as 2.75. The employee, ****, acknowledged the price, but stated it may have been part of a price increase but they hadnt gotten to changing she then said she couldnt do anything about it. Made me wonder how many other things in that store fell u see this category and how many people they were ripping off under this pretense.
Customer response
05/16/2024
The address is
5103 w. ********, ***********, ny 14559
Business response
05/26/2024
May 26, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
******************
Case # ******** Customer: *******************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding product pricing at our store in ***********, **.
Upon receipt of this complaint, we partnered with our district manager who reported he was able to reach out to our customer to address and resolve his concern. Our district manager also said he will be doing a price audit in the store to ensure price accuracy and that all members of the store team are aware to handle this type of concern if it arises again.
We believe this matter has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
05/08/2024
Complaint Type:
Product Issues
Status:
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.
I went to return some items back to the store. There was something wrong with their system. I was told it was a 90 day return policy. When I tried to return the items, they were not showing up in their system. The manager said something was going on with their cash register system. Some of my items she scanned were showing a different price. I told her that I was within a certain time frame. I told her I want my full amount of money that I paid on the receipt back. The rep said the store manager would be in the next day and I could return my things the next manager. I went back and the store manager was not there. I called the store back and the manager was going to call me back but she didn&#**;t do this. She was supposed to call me back and I have not heard from anyone. They are giving me the runaround. Also I reached out to the district manager, left a message and no response and the complaint line, I talked to someone and still nothing was done. I was supposed to get a call back in 24 hours and nothing was done. I would like to get my full refund of what I paid for the items I had purchased there back.
Business response
05/26/2024
May 26, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*******************
Case # ******** Customer: *************************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding a return she wished to make to one of our stores in *********, **.
Upon receipt of this complaint,we shared our customers information with our respective district manager requesting they reach out to our customer to apologize for her inconvenience and to address her complaint.
We are confident this matter will be addressed, and we will send a reply once we confirm this complaint has been resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Business response
05/30/2024
May 30, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*******************
Case # ******** Customer: *************************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding a return she wished to make to one of our stores in *********, **.
We have received confirmation our customer has been contacted and she has agreed to revisit the store to receive her refund.
We are confident this complaint was appropriately addressed and resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
04/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On April 23rd, I went to the Dollar Gneral in *****, ***********, on Highway 15 ssssssouth nd purchsed a ******* Galaxy J3 Orbit cell phone Consumer Cellular to help me set it p Upon returning home, I went online to the address given on the box the phone was in, wanting to activate the phone and get a number for it I went through the steps to ativate my phone, and it listed several ******* phones, but did not list the one I bought I attempted to get my Consumer Cellular to help me and they told me that model can not be set up because it is old. I wish you would speak with someone at Dollar General and try and help me get my money back for the worthless phone. Thanks
Business response
04/27/2024
April 27, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
******************
Case # ******** Customer: *****************************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding a product purchased at our store in *****, **.
This is an initial response to let you know we shared our customers information with our respective district manager requesting they reach out to our customer to apologize for their inconvenience and to address their complaint.
We are confident this matter will be addressed, and we will send a reply once we confirm this complaint has been resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Business response
05/01/2024
May 1, 2024

Better Business Bureau of ****************
Attn: ******* Sharp
P.O. Box 198436
*********, ** 37219
Case # ******** Customer: *****************************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding a product purchased at our store in *****, MS.

Since our last response, we partnered with the district manager who has informed us that she has been in direct contact with our customer. Our customer will be returning to the store for a full refund.

We are confident this matter has been resolved to satisfaction. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
Dollar General Corporation
Initial Complaint
04/24/2024
Complaint Type:
Delivery Issues
Status:
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.
Why is there no ***** or *** drop off the dollar general located at **************************************
Business response
04/27/2024
April 27, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
******************
Case # ******** Customer: *******************************
Dear **************:
Thank you for notifying us of the concern from our customer regarding ***** / *** drop off services not being offered at our store in **********, **.
Although many of our locations do offer ***** services, our store in ********** does not. However, our locations in ************, ********** and ************** do have this service available.In addition, Dollar General does not offer *** services in any of our locations.
We appreciate the opportunity to respond to this inquiry. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer response
04/28/2024

Complaint: 21620949

I am rejecting this response because:
those locations are over an hour from my house why cant you just put a ***** at the wardsville location

Sincerely,

*******************************
Business response
04/29/2024
April 29, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*******************
Case # ******** Customer: *******************************
Dear *************:
Thank you for notifying us of the rebuttal to our response regarding the concern from our customer connected to ***** services not being offered at our store in **********, **.
Although many of our locations do offer ***** services, our store in ********** does not.However, our locations in ************ (17.9mi.) ********** (18mi.) and ************** (23mi.) do have this service available.
We appreciate the opportunity to respond to this rebuttal and we respectfully suggest our customer reach out to ***** directly to see if they can offer any locations closer to his proximity. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer response
04/30/2024

Complaint: 21620949

I am rejecting this response because: it might only be 18 miles to the nearest location that does offer ***** however that is an hour and 15 minute round trip drive which is a lot of time and gas. Can you just put a ***** in wardsville is it really that hard? I'm sure that would increase a ton of business if people knew they accepted ***** and now they don't have to drive an hour

Sincerely,

*******************************
Customer response
04/30/2024
How did they make a good faith they did nothing to resolve the complaint
Initial Complaint
04/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
April 23rd, 2024 about 830 pm. I went to the store at *********************************************************************** to return a few items. I checked DGs return policy online. The manager, *****, refused to allow the return. I did not have a receipt, the items were not damaged and in original packaging, unopened. I should have received store credit, like a gift card to DG as your return policy states. He called someone who he said was his boss and that person apparently told him that without a receipt it is managers decision. Your return policy states nothing about managers decision. He said I could try another store. No I'm not trying another store.
Business response
04/24/2024
4/24/2024

Better Business Bureau of ****************
Attn: *************************
P.O. Box 198436
*******************

Case#: 21617512 Customer Name: ***********************

Dear **************:

Thank you for notifying us of the complaint from our customer regarding an attempt to return a product at one of our stores in **********, ***

This is an initial response to let you know we shared our customers information with the respective district manager. We have requested our district manager reach out to our customer to address this complaint.
We are confident this matter will be addressed, and we will send an additional response once we have confirmed that this complaint has been resolved.

Again, thank you for bringing this matter to our attention.

Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer response
04/26/2024

Complaint: 21617512

I am rejecting this response because: I have not been contacted by anyone yet.

Sincerely,

***********************
Business response
05/06/2024
May 6, 2024
Better Business Bureau of ****************
Attn: *************************
P.O. Box 198436
*******************

Case#: 21617512 Customer Name: ***********************

Dear **************:

Thank you for notifying us of the complaint from our customer regarding an attempt to return a product at one of our stores in **********, ***

Upon receipt of this complaint, I partnered with our district manager who tried to reach our customer to apologize for his inconvenience and to address his concerns. Unfortunately, she was unable to reach him, but she was able to leave her name and number, and she sent an email as well and when our customer returns her call or her email, she hopes to be able to resolve his complaint.
We are confident we have done our best to address and resolve this complaint. Thank you for bringing this matter to our attention.
Sincerely,

Again, thank you for bringing this matter to our attention.

Sincerely,

*************************
Customer Relations Supervisor
**********************

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