Complaintsfor7-Eleven, Inc.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This location continues to charge more than the price displayed for an item, and refuses to adjust the price at the register. Celsius Sparkling prices displayed is $2.69 but I was charged $2.89. In addition, they are not honoring advertised promotions as displayed. The promotion to Buy 2 Get 1 Free is advertised for the all Celsius drinks but was not honored on the Celsius Sparkling.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A couple months ago my food stamps were stolen at that store they were never replaced. They also over charge everyone they have tried double charging me every time Ive gone there if you dont pay attention you get over charged they refuse to give you receipts if you do notice and say something and ask for a refund and now I know of two people who used their food stamp cards there then the very next day their stamps are gone and used at a store in ******* ******** I believe they use a card skimmer to steal peoples numbers so many people have complained about it and they are very rude to people and constantly have a toddler there with them while working running around behind the counter and through the store

  Business response

  07/22/2024

  Please contact the customer ***************************** and ask her to provide the store address,  so that we can investigate this further.  I have created a case CS2370583 but we need to include the store address.  The case will be on hold until the requested information has been provided.

  Customer response

  07/22/2024

  I have reviewed the business response and accept this resolution. The address is ********************************************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My order **************** for the 7Now app was cancelled and then whenever I tried to order again it kept canceling. I am unsure if it is a technical error or not but please restore my account so I can use it again. Thank you!

  Business response

  07/23/2024

  Resending the reply received from the 7Now Delivery team as the attachment was not accepted.  We consider the case closed.

   

  From: ************************ ******** <**************************************************>
  Sent: Monday, July 22, 2024 5:35 PM
  To: ***************** <*******************************************>
  Cc: ************************ ******** <**************************************************>
  Subject: 7Now Delivery Order - Complaint was received through BBB
  Importance: High
  
  Hi *****.
  
  I reviewed the customers account and his 7NOW account is active.  The last order the customer placed was processed on May 24, 2024.  However, the order was canceled because the customers credit card failed. 
  We believe his charge may have failed because of his address.  The word null is included in the address field.    
  
  We will contact the customer to let him know his address may be causing the problem.  He will need to remove the word null from the address field before placing a new order. 
  
  
  Thank you for bringing this matter to our attention.
  
  Best regards.
  
  *****
  

  Customer response

  07/23/2024

  I have reviewed the business response and accept this resolution. 

   

  I will try again and if it happens again I will reach out

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Several weeks ago, I went to my local 7-11 and purchased 1/2 gallon of milk. Several weeks later, I was reviewing my bank statement and it showed a payment to 7-11 for $40. I went to the store the next day to ask for a manager. The clerk said that he would be in on Friday. I was leaving on vacation the next day, which was a Thursday. I was gone for over a week. When I returned from vacation, I returned to 7-11 and took my bank receipt for the charge of $40. I did not save the store receipt nor did I check it when I left the store. When I returned to the store to speak to the manager, I handed the receipt showing the $40 transaction. He said, "why did I wait so long to return to the store?" I didn't check my account until I was using bill pay almost 3 weeks later. He told me he would check his CCTV for my transaction. He was helpful. However, when I got home he called and said that I did not make the purchase at his store. This is not true. He then told me the store code of another store........he was leading me on a wild goose chase. This 7-11 is the store I always go to for quick purchases. Hopefully this issue can be solved quickly. The manager at the store that I spoke with is *******************. Thank you, *************************

  Business response

  05/17/2024

  The following email exchanges were sent to the customer and a reply was also received to initial email requesting the store address.

  From: *****************
  Sent: Friday, May 17, 2024 6:31 PM
  To: ************************* <********************>
  Subject: RE: BBB Consumer Complaint #********
  
  Dear ****************:
  
  Thank you so much for providing the additional information.  I have created a case for you CS2315775.  I have requested that the 7-Eleven Area Leader ******************************* investigate the matter and provide you with an update.
  
  ***** Appia
  Program Manager, Customer Care
  
  From: ************************* <********************>
  Sent: Friday, May 17, 2024 6:20 PM
  To: ***************** <*******************************************>
  Subject: Re: BBB Consumer Complaint #********
  
  **External - Potential security risk - Exercise caution**
  Hello Ms. ***************** name of the Manager at the 7-11 that is in the complaint is *******************. The address of the 7-11 is ******************************************************************   I would send the invoice, however, it won't print from where it is on my computer. I have copied the information from it.
  
  Purchase date: 04/15
  7-11 info: ***** - 04/14
  Debit card
  Status: cleared
  Amount: $40.20
  Purchaser: *************************
  
  If you need further information, let me know.
  
  *******************
  
  
  On Fri, May 17, 2024 at 6:32?PM ***************** <*******************************************>wrote:
  Dear ****************:
  
  Your complaint to the BBB was forwarded to my attention.  Please provide the store address where the incident occurred.  In addition, can you check your bank statement regarding the charge and provide the date, so we can share this information with the appropriate 7-Eleven management team for their investigation?
  
  ***** Appia
  Program Manage, Customer Care
  ********************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to cancel 711's Gold Pass Now since 4/30/24. I contacted 800-255-0711 and I was given a phone# ***-711-7669 which did not work. Each option you chose, the line hung up. So I filed a claim online on 711's website and received case# CS2302071 and told to wait 5 days for resolution. No response and they charged my card the monthly fee of $6.95 on 5/7/24. I called again and had to request a supervisor to only be transferred to Customer Escalations. The Gold Pass Now is supposedly cancelled. The representative, ******, that finally cancelled it said that they do not refund but I do not feel I should have to pay for another month of service which I tried to cancel prior to the charge. It not my fault that their app and phone numbers do not work. Additionally, I feel that the app is a scam. Your resolution to cancel a service should be within the app which states in their FAQ but when you try to cancel it, there is no link for it in the app. You have to contact **************** which is listed in the app only to be given another phone number to call.I would like to be refunded my $6.95 and receive a confirmation that this Gold Pass Now feature has been cancelled.

  Business response

  05/17/2024

  I have sent an email to *********************** who handles 7Now Delivery and requested that she look into the matter and provide an update.  Once we receive the update we will provide final actions taken to resolve the customer's complaint.

   

  ***** Appia

  Business response

  05/20/2024

  7-Eleven Case CS2302071

  Below is the response we received from the 7Now Delivery Team regarding **************' complaint.

  From: ************************ ******** <**************************************************>
  Sent: Friday, May 17, 2024 6:24 PM
  To: ***************** <*******************************************>
  Cc: ************************ ******** <**************************************************>
  Subject: ******************** - BBB Complaint
  Importance: High
  
  
  Hello *****.
  
  The customer first contacted 7NOW on May 7th to request we cancel the Gold Pass Subscription.  The support analyst canceled the Gold Pass subscription while the customer was on the call. 
  The customer may continue to use the Gold Pass Subscription through June 6th 2024, the end of the subscription period.   See details below. (see attachment)
  
  
  We see the customers last order was placed on March 29th.   We are issuing a refund for Gold Pass charges processed in April, and May.  A refund of $13.90 was processed today and a copy of the refund receipt was emailed to the email address we have on file for the customer  (***********************)
  
  Let me know if you need additional information or if you have any s questions. 
  
  Thank you.
  
  Marie  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I added a photo of the pricing issue. 7 -11 had this product price mislabeled. The cashier charged me $4.49 instead of the price you see in the photo. I brought this up at the time of the purchase and since she said that it was their mistake but the price is correct I asked for a refund at that moment. She stated she didn't know how to do refunds and that I would need to come back when a manager is in. I returned and the manager still wasn't there but an employee called them about the situation. Thw manager refused my request for a refund. I know this seems like a small amount to dispute but if they had just refunded me at the time I asked I wouldn't be submitting this. How many other people have they done this to and hoping that people let it slide and move on. That entire store probably has items mislabeled.

  Business response

  05/03/2024

  The customer had previously filed a complaint via the 7-Eleven web (case CS2294333) and also called our 7-Eleven Customer Relations hotline which a second case was created (CS2294453).  Both cases were sent to the 7-Eleven Area Leader and to store management for store 35789.  The AL ******************************* emailed the customer on April 27, 2024 but cannot confirm if a refund was issued to the customer.  I have added a note to the case, so that the AL ******************************* and contact the customer again and provide an update regarding the refund.

   

  ***** Appia

  Program Manager, Customer Care

  ********************

  Customer response

  05/03/2024

  I am rejecting this response because:

   

  This can easily be handled by performing the refund transaction. The same refund I attempted to get at the time the item was purchased but the cashier stated that she didn't know how to do. She told me I would need to come back in the following day so the manager could do it. I returned the following day and the manager refused. 7-11 has sent me 3 or 4 emails from different customer specialist stating that they understand my issue and that they are working on my issue. The next paragraph reads that I could get ***** points added to my app and if I accept this issue is closed. I have refused each one. 

  I simply want my refund like I should've gotten that very night. 

  ******************** emailed and said that he would gladly take care of a refund if I provide a receipt.  I responded with a receipt isn't needed because the transaction can be seen on my 7-11 app. The person I spoke with over the phone was able to pull it up so I'm pretty sure ***** can do so as well.

   

  I'm not sure why they mentioned it was brought up twice. They stole from, if you flip the situation and I attempted to steal from them I would have had the police called on me. I just want my refund. I really don't care if how many cases have been opened up. They were wrong and that is the bottom line. 

  Business response

  05/03/2024

  I'm not sure how my email was misconstrued as I was acknowledging the case that was sent to me by the BBB.  I was merely providing the information that we had on file and reporting it to the BBB. 

  This matter is not resolved as I am waiting on a reply from the Area Leader.  Once I receive an update then I will update everyone on the matter.

   

  ***** Appia

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Sign on the ice freezer displayed a price for a 10 lb bag of ice and that size was not available. Only 7 lb bags are sold. The complaint that I was being charged for a 10 lb. *** was met by a response that they dont sell 10 lb bags, even though both the sign and from what I was told the reciept show a 10 lb bag. I asked for two bags for the price of a 10 lb bag, which was refused and for a refund of 30%, which was also refused. The monetary difference is not great, but that they advertise one price that they dont honor or even have in stock is not right.

  Business response

  05/17/2024

  7-Eleven Case CS2304806

  Customer ************************* was contacted via phone on May 9, 2024 by 7-Eleven Area Leader *********************.  The issue was addressed and customer was satisfied.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/27/24 at 15:11 I went into 7 eleven to get gas. The clerk was not very nice as I asked if he could scan my lottery tickets. At any rate, I prepaid for $30 worth of gas on pump 7. ( Back story, the pumps are numbered, however they are so close together it's hard to tell which is which). After purchasing my gas I proceeded back out to my car to pump my gas. I noticed that my pump/7 was not showing that I had prepaid for my gas so I picked up the gas pump and it still didn't show that I prepaid. I went back into the store and told the clerk that my pump wasn't showing that I had prepaid and the clerk asked me who did I pay? I look at him like a dear in head lights and said I paid you. The clerk acted as if he didn't remember me. I said you don't remember me asking about the lottery tickets and then prepaying for my gas? He said, Oh well there's nothing that I can do. I said you have to do something because I prepaid for my gas and didn't get it. The clerk look at the register and stated that I gave him the wrong pump number and someone else has already used that pump and there was nothing that he could do about it. I marched out of the gas station and called the police. The police came and stated they couldn't make the clerk give me more gas or my money back and I would have to dispute it with my bank. The police stated that I could pay for more gas and I told him I would rather walk home than purchase more gas at this station. Needless to say, I had to travel to another gas station and pay more money for gas. I called my bank and was told I would have to wait until next week when the charge post, in order to dispute it. I also called 7 eleven corporate office and was told that I would have dispute the charge with my bank. I'm extreme out done by the customer service at ********************** and I won't every dime of my money back. Please review this case and advise. Many thanks.

  Business response

  05/03/2024

  We were waiting on reply from customer to provide the store address where the incident occurred.  The customer provided the store address and a case was created (CS 2304736).  The case will be directed to the 7-Eleven Area Leader ******************************* for her review and handling.

   

  ***** Appia

  Program Manager, Customer Care

  ********************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went for gas at 8pm on 4-17-24. My card was declined because I forgot to unlock my card. I unlocked it the cashier ran it again he said it was denied again. I ran back to my car pulled my account up and found 1. $50.65 declined 1. $51.00 declined 3. $46. 42 declined 4. $51.65 declined. And then $53.43 pending. I showed the clerk and he said that is not correct it was declined. I pulled up chats my bank sent a message that said " 7'11 put a hold on your card for $53.43. This is now pending. Amount will final when merchant closes out. Now the change on each attempt should always be 43 cents. I bought cigarettes. So a with each transaction the change is different. The clerk called the franchiser and said " our system charged the customer $53.43 and the amount now shows pending in there account, but in our system no receipt printed and it did not open the pump what do I do?" She told him not her problem it's 7"11 problem and will take 48hrs. Unexpected, I borrowed that money for gas to get home 60 miles away. I was stuck at 7'11. My bank said I could not dispute until there merchant closes out and the order no longer shows owning. 24hrs later I contacted corporate and she tells me I have to wait 24hrs hours. Then dispute it with the bank. 7'11 already has managers that are rude. Any given store the managers don't smile. Does 7'11 realize there is a lot of competition. I need my money returned.

  Business response

  05/17/2024

  7-Eleven Case CS2296785

  Customer ******************************* contacted the ******************** *********** on April 23, 2024 to file a complaint.  ****************** was contacted via phone by 7-Eleven Area Leader *************************** on April 29, 2024.  Below is the note documented in the case.

  04/29/2024, 10:19:33 AM MST *************************** Area Leader
  Contacted the customer left a call back number. Looked into electronic journal didnt fiind any double charges or amount mentioned Suggesting to contact personal financial institution for resolution.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7 Eleven refused my coupon for American Spirits provided by the company. 18 US Code Section 1341 Frauds and ********.

  Business response

  05/01/2024

  I emailed customer ********************************* and requested he provide the street address of the store he visited.  He responded today, and provided the address of a Circle K store at *****************************  I replied back to him and explained that we do not own Circle K stores that we are 7-Eleven.  Please close this matter on your end.

  Business response

  05/01/2024

  Please disregard previous message that was sent.  The customer replied back and provided the correct store address which is a 7-Eleven location.  In the future, can you include a field on your intake form that requests the address of the store?

   

  ***** Appia

  Business response

  05/17/2024

  7-Eleven Case CS2302837

  Customer ********************************* was sent an email on May 8, 2024 by 7-Eleven Area Leader *********************.  Below is the email the customer was sent.

  05/08/2024, 2:18:17 PM PST ********************* Area Leader
  Dear *****,Thank you for reaching out to share your recent experience at our store. 7-Eleven is a franchise brand company that gives the franchisees the autonomy to participate or not participate in any promotions. We will follow up with store leadership with suggestive action. 7-Eleven is committed to delivering great customer experiences and we look forward to seeing you back in our stores.Sincerely,********************* Field Consultant 7-Eleven

   

  Customer response

  05/20/2024

  18 US Code Section 1341 Frauds and Swindles 

*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. ↩