Complaints

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Overcharging, **** padding, and possible fraud. Please, for the details, refer to the attached document titled STATEMENT OF FACTS and RESOLUTION SOUGHT.

  Business response

  05/23/2022

  Given the nature of this request and what complainant is requesting from WinCo, they should contact WinCo's Corporate Counsel at the WinCo *************** ******************************************************************************** *****.

   

  Thank you.

  Customer response

  05/23/2022

   
  Complaint: 17237826
  
  I am rejecting this response because:

  I am baffled by Wincos initial response to a simple request to make things right.  If the responder who received my complaint is not equipped to handle it, then he or she and/or the BBB should send my complaint to the companys office that can address the issues that I raised.  
  
  Please understand that my grievance is very easy to resolve.  All that Winco has to do is issue a $10.46 refund, as explained in my Statement of Facts.  This is not a federal case, and should not be treated as such.  I am not interested in litigation, but I do expect the company to abide by good standards of customer service, which include (but not limited) the following:   Put your customers first.  Always listen to your customers and treat them with respect.  Be willing to go the extra mile for your customers.  Make things easy for your customers.  Check customer satisfaction levels, and make things right when a customer complains about something that is plainly wrong with the service they received. 
  
  Sincerely,
  
  ***********************

  Business response

  06/13/2022

  Looking at the receipt the customer did get overcharged, but it is because the item got rung up twice, not because the tag was a different price than the actual NCR retail. If you look at the receipt on top of the item in question it has a 2 @ ****, which equals the amount of $6.48. In reading the complainant's statement. it looks like WinCo already refunded the over-charge.

  Complainant is asking to be fully-refunded because they believe our tag read a different price, which they were then charged for. However, the tag and the register both matched the same price. Attached is a picture of WinCo's accurate scan policy.

  Complainant is also stating that they were charged for a produce item that they didnt buy. Our store manager reviewed the video from the day and saw that what complainant is is talking about it is a produce item that had a damaged bar code on it. In this case our cashier had to input this code to be able to ring him up for that item.

  
  WinCo believes our employee owners did everything the way they were supposed to and that customer did receive refund for the item that was rung up twice and, as the video shows, customer did take the produce item." ********************** does not share internal security video, but Store Manager's report has been verified by other members of the store management staff.

   

  Thank you, 

   

  WinCo Foods

  Customer response

  06/15/2022

   
  Complaint: 17237826
  
  I am REJECTING this response because:  Please refer to the attached two pages for the details, uploaded document # CCF06152022 pdf.  Thank you.
  
  Sincerely,
  
  Winco Customer and Complainant
  

  Business response

  06/17/2022

  If complainant wants, they can take the receipt back to the store and get their full refund. Any further communication, as stated in the first response, should be sent through WinCo's legal department. The answers this person is seeking from WinCo are handled on an internal basis and findings are not shared with the public. We have reviewed WinCo's part in this, including video review and talking with the employees on-site. We are satisfied the situation was handled correctly. 

  Thank you,

  WinCo Foods

  Customer response

  06/21/2022

   
  Complaint: 17237826
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  06/23/2022

  The company stated, in relevant part:  IF COMPLAINANT WANTS, THEY CAN TAKE THE RECEIPT BACK TO THE STORE AND GET THEIR FULL REFUND.  (Emphasis added).  I take this to mean, if I am not mistaken, that the company is willing to issue a full refund on my entire purchase ($100.06), merely upon my presentation of the receipt to a local Winco store.  I kindly request Winco to confirm whether their understanding of the Full Refund offer comports with mine; if not, they should specify what they mean by a full refund, so that we may avoid additional misunderstandings and be able to proceed in an intelligent manner to resolve our differences.  As for the companys contention that the local store did nothing wrong at the cash register and shortly thereafter, with which I respectfully disagree, the Grocery Payment Receipt speaks for itself, and renders the exculpatory information or rationalizations untenable.  Unfortunately, the allegations of having conducted a video review and on-site discussions with the local Winco owners/employees, in view of Wincos refusal to share their findings with the affected customer, are insufficient and have no probative value.

  Please send this message to the business, so that they may respond.  If there's a way to upload the foregoing message to your website directly, let me know and I will follow your instructions.  Thank you.

  Sincerely,

  Business response

  07/11/2022

  Yes, as stated previously. Complainant can please respond to this email with their contact information and the Store Manager will reach out and WinCo will refund the purchase.

  Customer response

  07/15/2022

  Re:  Complaint: 17237826
  

  I am rejecting this response, temporarily and conditionally, to enable the company to receive the following message:  
  
  To WINCO:  Thank you for your recent clarification.  I accept your offer to refund the payment that I tendered on May 19, 2022, in the amount of $100.06.  You asked me to provide you with my contact information, to enable the local store manager to issue the refund.  In this respect, refer to the information that is already in the complaint file, a copy of which you received from the BBB.  That information is current and has not changed, except for the phone number, which is in the process of being changed.  Please send me a refund check to my mailing address of record, postpaid and in a securely-sealed envelope, via **** Mail.  If this is not possible, let me know (without delay), so that we may consider an alternative arrangement.  Thank you.  
  
  Sincerely,
  
  Complainant/Consumer

  
  

  Business response

  08/02/2022

  Please take the receipt to the store, to the **************** counter, and ask for the Store Manager. They will be made aware that you are returning for the refund. If you have anything else you wish to discuss with WinCo Foods, from this point forward, please direct it through WinCo Foods *************** in writing, to ********************************************************************************, *****. 

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/27/21 l was injured on WinCo's property. Their insurance is stating I am not cooperating when winco refuses. I've made claims, WinCo insurance came to my door, etc. They also refuse mediation with DCBA.

  Business response

  04/22/2022

  Thank you for bringing this to WinCo's attention. However, I am not sure what the complainant is asking for here. This is between their insurance company and WinCo's insurance and **************************** which it sounds like have all been involved. Complainant even states that WinCo came to see them. Not sure what kind of follow-up complainant wants, really.

  Thank you,

  WinCo Foods

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/20/22, I shopped the Winco on ********* in ***********. I attempted to purchase 2 of the 12oz Impossible meats. The shelf price was $3.98, however they rang up $6.98 each. The cashier called for a lead cashier to assist. He went back and confirmed the shelf price, but said he could only adjust the price of 3 of the same items. When asked why he said it was policy. He could not or would not explain why I could not purchase 7 at the shelf price when for an item that had to purchase limit. He then said the policy was just for a single item price adjustment, but he would allow 3. He got his supervisor who echoed what he said. The price policy was not listed at the register and was never shown to me. Neither could explain why I could not purchase 7 at the posted price and refused to budge. They were rude and discriminatory. Even the cashier questioned them when the lead confirmed the posted shelf price.

  Business response

  02/21/2022

  Thank you for contacting WinCo.

   

  the sale item the complainant is discussing had a limit of three items per customer.

   

  Therefore ********************** could only offer the sale price on three pieces.

   

  I hope this clarifies this. Thank you.

   

  WinCo Foods

• Initial Complaint

  02/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had went to the WinCo foods at 10pm on February 28th 2021, used the *** and I received nothing from the machine,it said it was updating my account, the transmission was for $102.50 usd..it showed up on my transaction report online through the bank current,I contacted the cardtronics corporate office and they were very helpful, contacted the current bank and then they were doing an investigation with the people from WinCo foods in ********** ****************.. however, I was told that they received a message from WinCo foods stating that I have received the transaction for the entire amount of $102.50usd!! That's an outrageous problem and on top of it after having that information the transaction disappeared from the other transaction in my statement! I would like to have my money back, and nothing is being done! This is theft! And it seems like there is nothing I can do but there has to be something that I can do, they are stealing from the customer!

  Business response

  02/14/2022

  WinCo will look into this complaint, which happened almost a full year ago. It's very hard to verify a transaction like this so late. Any backup paperwork or information the complainant could provide would be greatly appreciated.

  -WinCo Foods.

*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. ↩