ComplaintsforWhole Foods Market Inc

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 22, I ordered over the phone two large cheese pizzas from Whole Foods. I was told they would be ready in about 30 minutes. I arrived at Whole Foods picked up the two large cheese pizza. The guy behind the counter making the pizza knew they were for me as soon as I got to the counter. He had taken my order over the phone. I regularly order cheese pizza from Whole Foods because its one of the few things that I can eat without getting sick. I tried one pizza as soon as I got home and the crust was overcooked and very hard and hurt my teeth to chew so most of it was thrown out. The second pizza I reheated later that evening when I went to eat the slice of pizza it fell apart because the crust was still raw. It was very undercooked and gross. I tried to cook the crust more but all I did was burn the top part of the pizza. I want Whole Foods to refund my money and to assure me that this employee is not going to continue to target me and sell me pizza poorly made because he knows Im the one ordering it. This is the second time hes made my pizza and it has had something wrong with it making it inedible. At this point I feel like he is intentionally providing me with a bad product. I dont want to have to stop getting my groceries at Whole Foods because some of the things they carry I cant get other places but its getting to the point where I dont feel comfortable shopping there anymore which is really unfortunate because I do have health issues that limit me to what I can eat. .

  Business response

  02/23/2024

  The customer reached out yesterday and we have since created a case and responded to her via email. We requested her receipt information and will be happy to refund her for the purchase. We will also reach out to the store leadership team to let them know of the inconsistent quality of the pizza so that the team members can be retrained. We cannot make any assurances who the team members will be who make the pizzas at any given time.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an yogurt at whole foods and wasn't given the sale price even though I entered my discount card details. When I returned home, I realized the yogurt was nearly 2 weeks expired. I had to travel for over an hour to rectify this. When I brought it to corporate's attention that I had no only been sold a way outdated product, had to waste an hour of my day correcting it, and wasn't given my sale prices so I was over charged for my groceries, they said there was nothing they could do. They've ripped me off in multiple ways, and I want to compensated.

  Business response

  02/22/2024

  We created a case for the customer and provided a resolution.

  Customer response

  02/22/2024

  Complaint: 21321858
  
  I am rejecting this response because "creating a case" is much different that "providing a resolution." The "resolution" they provided was "sorry, we won't help you." They're ok selling you expired items, ok forcing you to drive an hour to bring them back to the store, and ok not giving you the sale prices when admittedly it was their machines at fault. ****** business model. You should make it up to me if you expect me to shop your store again. 
  
  Regards,
  
  ****

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 gift cards from the company on 2/7 for $250 and on 2/11 for $200. I was mortified in the ************* store were declined MULTIPLE times (at the self check out, again at the regular register, then again at the customer service counter) one employee even making the statement "should we check and make sure there is a balance on it" like i was lying and trying to steal!!! I contacted ****** who tried getting my money back because i was so embarrassed i would never trust a digital card from whole foods again, after a week of waiting to hear back from WF they declined refunding me. I called 3 times today (2/16) and spent over 2 hours on the phone explaining (being hung up on/placed on hold for over 15 minutes) and then given another avenue to follow up with to try to get resolution. I spent money I did not have and had already spent on gift cards with this company. took the avenues told to go to resolve. I have an email stating to call the number i did today. I still do not have my money, I am being charged daily interest on the credit card i had to put the funds on and being sent in multiple directions with no resolution over a week after this situation happened. This has caused unnecessary stress, and financial issues and Whole foods is doing NOTHING to help resolve. I want my money, and I want to be reimbursed by the store for the time, stress, embarrassment, runaround, and accruing interest I am being charged due to there lack of response, help, and resolution in this matter. I have attached screenshots of the digital gift cards themselves, as well as the email confirmation of purchase for each. I have also attached the refusal of refund and the requested number to call. This was the number I called 3 times today and was then directed to email after spending HOURS on the phone to get resolved.

  Business response

  02/16/2024

  We have no record of the customer contacting our **************** as there is not a ************. We will create a case and reach out to the customer directly.

  Customer response

  02/16/2024

  Complaint: 21303778
  
  I am rejecting this response because:

  prezee (Whom I purchased the store giftcard and have used numerous times previously at the same store) reached out on my behalf to get my money back and was denied. Their response is in my previous attachments. The updated attachments are from the phone call I made as directed to get issue resolved, then said I would need to send images of the gift cards. Now at 3:31pmEST ***** (see attached email with reference number) is saying they cannot verify my money. Though over the phone the girl I spoke with this morning verified multiple times both cards were still fully funded?!? 

  
  Regards,
  
  *****************************

  Business response

  02/19/2024

  We created a case for the customer and immediately responded that, after verifying the balances, we would be sending digital replacements. The cards will be processed and will arrive in a separate email within 2 business days from today. The cards were not purchased through Whole Foods Market as is evidenced in the attachments provided by the customer. We do not know why the gift cards were not scanning in our store as they were not issued by Whole Foods Market.

  The customer is seeking additional compensation which, unfortunately, we are unable to provide. We suggested that she reach back out to the company she purchased the cards from.

   

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 1st **** at approximately 2pm I was stopped and harassed by an undercover guard working for company Allied Universal, a security guard agency contracted by WFM. My possessions were taken from me and searched thoroughly. Even after not discovering any unpaid merchandise did my possessions continue to be looked through. When I asked what was the reason this occurred I was told someone saw me put something into my bag, which was odd because the only time I placed an item in my bag was right in front of the cashier when I paid for the items Id purchased. I am a 59 Black woman, muscular built with a tomboy appearance and what occurred and how the situation was dealt with are inextricably linked to my race, color, appearance. When I asked to speak with a manager, the decoy ignored my request, even laughed and never apologized for this gross misconduct. One supervisor apologized while the rest of staff tried ti downplay my outrage. I am ashamed, embarrassed and was literally left scared to ever step foot in their again. All I kept thinking was luckily I have the receipt my hand, thank G-d I didnt opt for no receipt I probably wouldve ended up in handcuffs if I couldnt prove the items Id paid for. I would want nothing more than to file a lawsuit against both companies.

  Business response

  02/06/2024

  We already have a case created in our system for the customer. We have apologized to the customer for the incident and have reached out to the store so that they can investigate further.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Whole Foods sold me hand warmers drenched in corpeal sin.Unwearable after 3 washings, unto itself expelled it Ostensible f**** came out of manufacturing.

  Business response

  01/23/2024

  We have reached out to the customer directly to resolve this issues.

  Customer response

  01/24/2024

  Complaint: 21181655
  
  I am rejecting this response because:
  
  Regards,
  
  **********************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought seafood from whole foods on 1/12/24. I bought flounder, salmon and tilapia. I fed my 10 months old some tilapia on that same day. Today, 1/13/24 i was going to make the flounder and when I opened the bag it had a worm and was alive. I called the location and spoke with ******** from customer service who just said she is sorry and to bring it back if i want a refund. I spent a total of $235.00 in food including the seafood.

  Business response

  01/18/2024

  Hello, we have reached out to the customer directly to resolve the issues.

  Customer response

  01/18/2024

  Complaint: 21141489
  
  I am rejecting this response because:
   
  I have not received any call from this business like they said on their response.  
  

  
  Regards,
  
  ***********************

  Business response

  01/18/2024

  initial response to customer was sent to an old email address, resent email to customer directly to resolve the issues.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited the Whole Food in ******** on 12/31 to purchase items for a small family celebration, which was a big deal for me as I am a senior citizen and not too mobile. I had some terrible quality and freshness issues with a few of my items. I figured no problem, Whole Foods will have great customer service, well I was wrong. I chatted with an associate on their website and they assured me, no problem, email us a picture of the receipt and we will issue an electronic gift card (since I paid with a disposable gift card I no longer have). They didn't reply for many days and then told me to bring the items back to the store. Well that's impossible because 1. The original person said I could throw them away because they smelled and 2. I am elderly and not mobile. They stopped replying to my emails and I am so upset. I have attached my receipt here. I would like an electronic gift card for my refund and that doesn't even include my stress and time.

  Business response

  01/15/2024

  The customer already had a case in our system regarding this issue. He had been told by our agent that his refund was under review and if approved, would be received via email. After reviewing the case, we responded to the customer that he would need to return to the store for his refund so that the store could look into the quality issues that he complained about. If he no longer retained the product he will need to return to the store with the receipt as they will have the final decision regarding a refund.

  Customer response

  01/16/2024

  Complaint: 21130526
  
  I am rejecting this response because: 

  I am elderly and not even local to this store so it is impossible for me to return. Why can't I be assisted virtually? Long longtime customer and very disappointed they are making 0 effort to meet me in the middle here. I provided my receipt, why am I not valued?

  
  Regards,
  
  *************************

  Business response

  01/16/2024

  We will respond to the customer through his case in **************

  Customer response

  01/16/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please assist. Today I experienced the WORST **************** from ******************************************* employees; ************************* (Supervisor) and *************************** (Manager). They were extremely rude, inconsiderate and passive aggressive. I initially encountered ***** after she was refused to assist with Customer satisfaction I requested her Superior-****. ***** states she is the "Manager in Charge and the one who makes Whole Foods Decisions". Thereafter I demanded and waited 15 minutes for **** to arrive after she called and whispered with a disclaimer prior to. **** completed dismissed and neglected to understand the complaint, discreetly again he and ****** confirmed via Whole Foods Website the Product in question. Compliant due to refusal of Glass Milk Deposit-******** purchased, Bottle deposit-$3/each. I now reside in ******** however purchase was made in *************. I am unable to return Glass Deposit Bottles where it was purchased however it was purchased from Whole Foods. I attempted to contact Whole Foods **************** for resolution and was unsuccessful- @************ and @************. Please assist with compensation whether by Refund or Gift Card. Thank you in in advance.

  Business response

  01/15/2024

  We apologize if the customer feels they were not treated in a professional manner. We will create a case for the customer. We will reach out to the store for more information regarding the bottle deposit/reimbursement requirements for their state.

  Customer response

  01/18/2024

  Complaint: 21122403
  
  I am rejecting this response because:

  I would like my $21 Bottle Deposit Refund compensation. In addition there should be an open line of communication for a **************** experience encounter. Contacts provided were unavailable hence going this route. The Whole Foods regarding this complaint location; ************* *********************************. Please resolve with a reasonable resolution whether by return/refund and or gift card. Thank you in advance. 

  
  Regards,
  
  *********************************

  Business response

  01/18/2024

  We reached out to the store and they provided the following info:

  6 of the bottles we do not sell so a refund was denied for those.
  The customer did receive a refund for 2 of the bottles since they were Homestead and Trickling Springs.
  She asked why we didnt give her a refund for all of them, she was told we do not sell that brand so unfortunately, we could not provide a refund.

  The case was handled appropriately at the store level.

  Customer response

  01/19/2024

  Complaint: 21122403
  
  I am rejecting this response because:
  

  I dont understand the lack of communication/understanding. AGAIN I do NOT reside in IL, I reside here in the **** They were in fact purchased in ** at WHOLE FOODS. And there are Seven Glass Deposit Bottles NOT Six. If there is a WHOLE FOODS located in another State of which the same Store BRAND, WHY can I NOT be compensated to retain the Customer! This is POOR Customer satisfaction at its BEST. In addition with this knowledge I will not purchase Milk from a different location moving forward, if that store does not carry the exact same brand. However I desire a Refund for what I did purchase from Whole Foods and or again a Gift Card for this Dreadful experience. Reminder, The way was handled by the Employees was completely unacceptable behavior. My time was not respected with lack of urgency to seek a higher personnel. My Lunch was impacted and compromised due to this experience. I waited for the Manager after he had been called several times and still this issue is unresolved! Also the number provided for **************** experience was unavailable for contact and the mailbox was full. I will be moving forward with this complaint and with any platform until I am compensated for Poor Treatment and Horrible Customer Experience by The ******************************************* Brand. This exchange is inconceivable! If every Customer is treated like this to receive ONLY $21?! As a apology/appreciate for a Customer choosing to spend THEIR hard earned money, I dont know how Whole Foods would ever remain in Business. 

  
  
  Regards,
  
  *********************************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB representative,I am looking for your help in the following matter:On 01/04/2024 I came to the Whole Foods Market in ********** to return the food that I was not satisfied with. I provided corresponding receipts to the store manager.From receipt dated 12/15/2023 totaling in the amount of $91.29 I wanted to return BTTRNT SQSH for $8.98 and 1 pack of CAMPARI TOMATO for $4.99.From receipt dated 12/24/2023 totaling in the amount of $91.56 I wanted to return pack of GOLD KIWI in the amount of $5.99.I would like to mention that I buy food at this store regularly at least 5 times per month and spend every time around $100.00 or more.Store manager refused to refund me money even the food was purchased recently. He violated the store policy and his words and actions appeared to me as harassment.You con find the store policy for this matter below :Whole Foods Market Return Policy We guarantee our customers 100% product satisfaction, or their money will be refunded in accordance with the terms of this policy. Whole Foods Market accepts returns for products with a receipt within 90 days of purchase.Please help me to get my refund and stop the store manager from harassing me and from violating the store policy.With Great Respect,*********************

  Business response

  01/05/2024

  Hello, we have reached out to the store for more information and will reply to the customer directly once we have an update. Thanks

  Customer response

  01/07/2024

  Complaint: 21100921
  
  I am rejecting this response because: I would like to get the refund that I  entitled to getting according to whole foods own policy. In addition I would like to get an apology and be able to continue shopping in this store without being harassed. I tried to return butternut squash on January 4,2024 only 2 days after its expiration date. The store manager lied to me telling that they do not accept expired food according to the whole foods store policy. When I asked him to show their policy to me he reject my request and did not accept any food that I wanted to return.
  
  Regards,
  
  *********************

  Business response

  01/09/2024

  Hello, we reached out to the store leadership team and they let us know the squash the customer wanted to return was expired before the date of the sales receipt. Whole Foods Market has the right to limit or refuse a refund. This is left to the discretion of the store leadership team and we are aligned with their decision.

  Customer response

  01/09/2024

  Complaint: 21100921
  
  I am rejecting this response because: Whole foods policy allows return within 90 days with receipt.There is nothing in their policy that suggests that I can not return expired food. Also they discard all returning food.

  The policy indicates that I can return anything within 90 days with receipt. I tried to return BTTRN Squash on 01/04/2024 which expired on 01/02/2023. In addition they did not refund me money for other food that I tried to return that does not have expiration dates.The store manager in addition to harassment commit fraud by not refunding money that I entitle to getting.
  
  Regards,
  
  *********************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a $30 gift card from Whole Foods for our grandson on Dec. 10, 2023. Their website charged us $9.95 for "shipping" which was ridiculous for a little card but it's the only thing our grandson asked for so we paid it. As of ***** it hadn't arrived, so I called customer service and was told that it hadn't been processed yet - but we would get an email when it gets shipped. She said she had no idea when that would finally be and there was no supervisor that I could talk to. So then I emailed them and got the same answer - it hasn't even been processed yet. The order number is ********. We were hoping to get it by Christmas, but at this point we'd just like to get it. Period. It seems ridiculous that someone can't just drop it in the mail. It's just a little gift card. The company offers to put the recipient's name on it and if that is the holdup I emailed them to please leave his name and any other writing off. Just please send the card.

  Business response

  12/20/2023

  Our sincere apologies if there has been a delay in the expedited  shipment the customer paid for. We will create a case and have ******* reach out directly to the customer.

  Customer response

  12/21/2023

  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. Thanks so much to the BBB. The gift card arrived today, thanks to your help.
  
  Thank you again BBB,
  
  Sincerely, *******************************

*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. ↩