Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I attempted to submit a contact/complaint via your website and the function appears to be broken so going this route instead because I feel that strongly about this. This is regarding the Mabank store location at ********************************Your store opens at 6am. This means that your store should be ready for customers at 6am. This morning I arrived shortly after 6 to a FULL parking lot - and a giant staff meeting/birthday celebration happening at the front of the store blocking all checkout lanes and occupying all employees. I didn't see a single employee throughout my trip though the store. I come at 6am for the peace and quiet and for the friendly customer service. I got neither of those things this morning and it was an extremely stressful experience. Furthermore, it was ironic that the manager was preaching about providing great customer service, about making sure every customer was acknowledged, recognized and assisted - while nobody acknowledged the current customers in the store or assisted them. There were employees blocking half the self-checkout lanes. I had to check out an entire cart full of groceries at a self-checkout lane with no assistance. It was terrible customer service. Store meetings should be held prior to opening hours, after opening hours and most definitely away from current customers in the store shopping. If I was the type to make a scene, I would have said something then and there, that was just a terrible way to have a staff meeting on a Saturday morning after the store had already opened for business. Furthermore, a sale item that had a tag on the shelf for a certain price did not ring up that price and I had nobody to help me with that - so now I have to come back later with my receipt. Just very stressful and very disappointing way to start a Saturday. DO better for your customers - as you were trying to tell all your staff in your very disruptive meeting.

  

  Business response

  10/29/2024

  This complaint was addressed. The store had their **************** meeting on Saturday morning at 6am. They had a manned lane open. The self-checkout lane was open with an employee there to help. All of this was verified by reviewing the camera's that morning. The district manager tried twice to contact the customer but did not get an answer or a returned call. 

  

  Business response

  10/30/2024

  This complaint was addressed. The store had their **************** meeting on Saturday morning at 6am. They had a manned lane open. The self-checkout lane was open with an employee there to help. All of this was verified by reviewing the camera's that morning. The district manager tried twice to contact the customer but did not get an answer or a returned call. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I HAVE SUBMITTED VIA THE "CONTACT US" LINK ON THE BROOKSHIRE'S GROCERY CORPORATE WEB PAGE AND REQUESTED THAT MY HOME ADDRESS BE REMOVED FROM ALL MARKETING MATERIAL INCLUDING SALES ADS. I WAS TOLD BY A REP, THAT THEY DO NOT CONTROL THE MARKETING MATERIAL BEING MAILED. I ASKED WHO I COULD CONTACT TO HAVE MY ADDRESS REMOVED AND NEVER RECEIVED A RESPONSE BACK. WHAT KIND OF CUSTOMER SERVICE IS THAT!! I AM STILL RECEIVING MARKETING MATERIAL VIA US MAIL.

  

  Business response

  04/09/2024

  BBB Response to Complaint
  

   

  BGC was able to resolve the complaint by contacting the U.S. ************** on the consumers behalf and has confirmed the address will be removed from the weekly circular mailing list. The household will no longer receive marketing materials from BGC, and the consumer has been notified of this change. We regret any inconvenience and frustration this has caused and appreciate the opportunity to correct the issue. BGC remains committed to providing exceptional customer support to those we serve throughout our market area.

   **************

  Guest Relations Team Lead
  Brookshire Grocery Company

  P.O. Box 1411 | *****, ** 75710

  O: ************ | F: ************

   

  BGCs mission is to create and deliver exceptional experiences and value to our customers through the **** Brookshire Way.

   

  Customer response

  04/09/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I live 10 miles from the ********************* Brookshire Brothers Store. Because it's the closest and only store in town & close to neighboring towns, we pay the extra-high prices of your products. This isn't a complaint of gouging the customers that keep this location thriving but, the fact they CONSISTENTLY sell BAD, expired, rotten and moldy foods. From breads, countless produce items, and more. Life is short, I don't have time to complain or want to put negativity into an already spiritually corrupt world but now it has come to complete disregard to human life. It's not just a one-time fluke incident that can understandably happen. This does happen, REGULARLY. Others are also complaining on social media. And when I saw DAIRY products (many, a variety) of dairy products expired in MAY , being sold in SEPTEMBER??? Just jaw dropping. They were marked down but I wouldn't give that to a stray animal. It's not even limited to one department, ************, it's dairy; it's bread; won't even try the meat. How is this even legal? We pay more in costs, and even if we didn't, we need to pay more health insurance for the risk purchasing groceries here. I do not recall in my 50 years and in my travels, EVER experiencing such a high disregard to consumer safety and safe product storage & handling. This is a serious health concern. A restaurant would have had it's doors locked and closed for business. I don't know how much money I have spent, it's been a LOT. This isn't about the money. I look forward to your response and plan of action.Thank you for remedying the dangerous situation.

  

  Business response

  01/09/2024

  Thank you for contacting Brookshire Grocery Company. This complaint is in reference to Brookshire Brothers in ******** *****. This location is not owned or operated by Brookshire Grocery Company. Please contact Brookshire Brothers for a resolution. 

  Sincerely,
  ************
  Brookshire Grocery Company
  Customer Service Specialist
  PO Box 1411
  *****, ** 75710
  **************
  BGC Mission Statement: Making our communities better through our people, our products, our stores and our service.
  
  Confidentiality Notice: The information contained in this email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential, privileged, and proprietary information of Brookshire Grocery Company. Any unauthorized use, disclosure, distribution, or copying of this message, including any attachments, is strictly prohibited. If you are not the intended recipient, or an agent responsible for delivering it to the intended recipient, please immediately notify the sender by reply email and delete the message, including any attachments, and destroy all copies thereof.
  

   

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Able to hear the employee cussing and fighting with one another

  

  Business response

  01/09/2024

  Thank you for bringing this to our attention. We have forwarded this to the appropriate leadership for resolution. 

  Sincerely,
  ************
  Brookshire Grocery Company
  Customer Service Specialist
  PO Box 1411
  *****, ** 75710
  **************
  BGC Mission Statement: Making our communities better through our people, our products, our stores and our service.
  
  Confidentiality Notice: The information contained in this email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential, privileged, and proprietary information of Brookshire Grocery Company. Any unauthorized use, disclosure, distribution, or copying of this message, including any attachments, is strictly prohibited. If you are not the intended recipient, or an agent responsible for delivering it to the intended recipient, please immediately notify the sender by reply email and delete the message, including any attachments, and destroy all copies thereof.
  

  

  Business response

  01/09/2024

  Thank you for additional information on this issue. We added this additional information to the information we sent to leadership. 

  Sincerely,
  ************
  Brookshire Grocery Company
  Customer Service Specialist
  PO Box 1411
  *****, ** 75710
  **************
  BGC Mission Statement: Making our communities better through our people, our products, our stores and our service.
  
  Confidentiality Notice: The information contained in this email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential, privileged, and proprietary information of Brookshire Grocery Company. Any unauthorized use, disclosure, distribution, or copying of this message, including any attachments, is strictly prohibited. If you are not the intended recipient, or an agent responsible for delivering it to the intended recipient, please immediately notify the sender by reply email and delete the message, including any attachments, and destroy all copies thereof.
  

  

  Business response

  01/09/2024

  Thank you for bringing this to our attention. We forwarded the information to the appropriate leadership. This complaint will be addressed.

  Sincerely,
  ************
  Brookshire Grocery Company
  Customer Service Specialist
  PO Box 1411
  *****, ** 75710
  **************
  BGC Mission Statement: Making our communities better through our people, our products, our stores and our service.
  
  Confidentiality Notice: The information contained in this email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential, privileged, and proprietary information of Brookshire Grocery Company. Any unauthorized use, disclosure, distribution, or copying of this message, including any attachments, is strictly prohibited. If you are not the intended recipient, or an agent responsible for delivering it to the intended recipient, please immediately notify the sender by reply email and delete the message, including any attachments, and destroy all copies thereof.
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Tonight just moments ago I raced from my home to Brookeshires on *********** in ********** ********* to get a cake that someone forgot for a birthday party. Brookeshires hours as posted on the front door, say they close at 10 PM. I arrived at Brookeshires at 9:45 PM. And I was unable to go inside because the store was closed, locked up and an employee, standing outside near me did not even acknowledge my existence. I chose to go to that particular Brookeshires because they have a better bakery. However, I shouldve chose the other one that is equal distance, the one on Highland Avenue in **********, because they actually stay open until 10 oclock. It wouldve taken me less than five minutes to grab a cake and get out of the store , which gave me plenty of time arriving at 9:45. I would have been able to get out of the store and the store still should have been opened for another 10 minutes. I am now driving across town to Kroger grocery store to get a cake from them, which is absolutely ridiculous. If a store closes at 10 PM , that means they close at 10 PM not we lock our doors at 9:30 so if you dont make it by then you cant come in. That would be in the store closes at 9:30. There is a reason people rushed to the grocery store to get there in time for things like childrens birthday cakes and things people sometimes forget it. It is very important that we know the hours of operation at the stores. It is ridiculous if they close early, its not the first time this is happened at this particular location and I am livid. And the fact they do this on a regular basis is very aggravating. I almost went to the other but thought, no, certainly they wont close 15 minutes early,.they sure did and I bet all employees are getting paid for those extra minutes too. As a business owner myself, I would be very upset. That is stealing from your company.

  

  Business response

  01/05/2024

  Issue has been resolved.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As I driving home this afternoon March 13th 2023 at 3:15 pm. The driver of R64 **** (***** plate) cut me off and subsequently forced me on the curb if the road. By him switching lanes at the last minute without checking his mirrors I almost ran into him. This drivers driving endangered myself and my young child. I usually wouldnt write something like this but seeing that driver eating and not paying attention to the road triggered me. He is driving a bigger vehicle that myself and there should be more care when operating such.

  

  Business response

  04/05/2023

  I followed up with a phone call to the gentleman who reported this issue. I explained that safety is a high priority and very important to our Company. I let him know how much we appreciate him for bringing this issue to our attention so that we can address it. The details he reported have been shared with appropriate leadership.

  Any questions or concerns can be reported to our Company directly by calling ************.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had 3 (three) bags of Brookshires Restaurant Style Tortilla Chips in the past. When we noticed this last bag was bad, I called Brookshires. They offered no refund on the defective chips.

  

  Business response

  10/14/2022

  In speaking with the customer, we learned that he had contacted our corporate office and reported the issue with the chips and was told the issue would be reported to quality control. The customer did not realize the issue had also been reported to the store where the chips were purchased to follow up with the customer. The same day, a member of management attempted to call the customer several times but was unable to reach him. Store management will be happy to refund the customer for the bag of chips! I gave the customer the Store Director's name and encouraged him to ask for him or another member of management when he returns to the store. He said he would do so. 

*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. ↩