Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a tray from acme that was messy. Missing from the tray was; mustard, pickled veggies and there was no roast beef. As company was coming I could not go back to the store. I did reach out to chat and spoke with ****** who informed meme he could not find the order. ***, a jar of mayo was mixed in with the food. Unsanitary at the least!! Food touching the jar was discarded.

  Business response

  12/30/2024

  Greetings *** ******:
  
  We acknowledge your concerns and sincerely apologize for your poor experience with us.
  
  We reviewed the images you sent and see that this is regarding an Order Ahead order that you placed. Since we do not have access to those orders on our end, we have shared this with our Store Director from our Feasterville location, and they will follow up with you regarding your order and make this right. 
  
  If there is anything more we can help you with, please let us know here or call our ************************ You can reach us Monday through Sunday from 6 AM to 10 PM PST at ************. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

  Customer response

  12/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory pending the promised follow up by the local store.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Oct 23 and 30 I redeemed coupons for *************** miles with a total of 3500 points. The redemption did not succeed but the points were never returned to my account. As shown in the screenshot of my *************** miles account, all redemptions before Oct 23 or after 30 were successful but not a single point arrived in my account between that period. The points just disappeared. I contacted chat agent twice on Dec 16 and 18 to submit a missing points request but both were rejected/ignored by the "supervisor" for no reason. I request refund of 3500 points to my account.

  Business response

  12/22/2024

  Greetings ****** ***
  
  We appreciate you sharing your concerns with us and apologize for any inconvenience this may have caused you. 
  
  We reviewed your account, and per the terms and conditions of our program, only customers residing in and shopping in ****** are eligible to redeem points for air miles. 
  
  *********************************************************
  
  We have credited you back the 3500 points that were not redeemed, updated your account to reflect the ACME location where you shop, and will deactivate your air miles account so it's no longer linked to your ACME for U account.
  
  If there is anything else we can help you with, call our *********************** at ************. We are available Monday through Friday from 6 AM to 10 PM PST. 
  
  Thank you. 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  12/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went today to ACME Markets at **************************************** to fish department and asked to buy a whole box of catfish nuggets, NET Weight 15 lbs. However, salesman put whole box on scale and attached sale sticker that was 16.9 lbs. I spoke to assistant manager **** ****** and store manager **** ******* and no apologies for overcharging for Tare weight of 1.9 lbs. So I left that fish for them to have it and store lost a loyal customer.

  Business response

  12/17/2024

  Greetings ****** *******:
  
  Thank you for taking the time to share this incident with us. We sincerely apologize for any inconvenience this may have caused you. 
  
  We shared this information with our team and confirmed that the issue has been taken care of. The error was on our part, and our associates have been trained to ensure it doesnt happen again.
  
  Please let us know if there is anything else we can help you with.
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Me and my girlfriend signed up for a FREE TRIAL of the FRESH PASS that acme markets offers to their customers... I signed up for them on 11/11/24... The promotion was still going on.. As you can see in the 4 pics that I attached, the Free trial was obviously still being promoted... If you look in the corner those pictures that I took advertising the free trial were from 11/26 and 11/29... Acme REFUSES to refund me for the promotion that they have offered on their website... If you read fine print, it even mentions that you have the option to continue to pay for it after your free trial... They have charged my card ending in 5967 ***** two times on 11/11..... They refuse to refund them, stating that this promotion was off their website, but you can obviously see that they forgot to take it down... As of today, all of the promotional advertisements are gone and they no longer offer free trials... However, at the time that me and my girlfriend signed up, there was a 30 day free trial still being advertised on their websites... They owe me ***** times 2 for emails ********************* and ****************************** I don't want to dispute the charge with the bank, although if need be, I have all the proof I need to get this reversed. I was hoping that the BBB can help me out and get this company to do the rite thing. They were advertising a free promotion and then charging customers... If they charged me and my girlfriend and refuse to refund, I can imagine how many others they have defrauded... Its a shame and acme has a habit of refusing refunds, etc.... I would like the ***** that was charged twice both refunded and our fresh pass TRIAL PERIOD cancelled to prevent any other charges for this...

  Business response

  12/02/2024

  Greetings ***** **********:
  
  Thank you for taking the time to share your concerns with us. 
  
  We reviewed your information, and no account matches the *************************** email. 
  
  We also do not have enough information to access the account associated with the email address ********************** Please provide the account holder's full name and phone number, and we will gladly look into it.
  
  Thank you. 
  
  ******** *. 
  Customer Support Team.

  Customer response

  12/06/2024

   
  Complaint: 22627675
  
  Regarding ***** **********, My email address is *************************** and an order number is ********** and regarding ****** *****, the Email is ********************* and the name is ****** ***** and the order number is *********.... You guys FINALLY fixed your website as of my last call and no longer states "Start 30 Day free trial for delivery! ..... I wonder how many people got scammed into reading that and signed up and then got charged fraudulently. When I asked for a refund for this because it was still being advertised as a FREE 30 day trial, I was told I was not eligible because I had used the delivery service within 15 days however you guys really need to get your website in order.,.. You guys SPECIALLY advertised a FREE 30 day trial and then the day of my order, you charged the fee on that day so you really can't even use that excuse because I was charged the day I signed up !!! So stop trying to make erroneous excuses for why your charging for this pass IMMEDIATELY... I have multiple pictures dated December 2nd, where the 30 day free trial is still being advertised... WE are just looking for you guys to do what is right and refund these fees because you guys obviously forgot to take it off your website and probably scammed a lot of customers our of ***** honestly.. and the fact that I have to go thru the BBB to get this corrected is ridiculous because you guys refuse to refund me for something you were advertising for FREE SHAME ON YOUR COMPANY for this FRAUD,.,,, 

• Initial Complaint

  11/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Acme advertised that if you get a Covid 19 vaccine in **, you qualify for 10% off groceries. I got the Covid vaccine on Oct 19 2024 at their ************, ** location and did not receive any discount when requested. When I requested acme for a second time to resolve the issue through their online portal (Oct 22 2024), they stated their fine print is not available for the immunizations received in AR, immunization received by customer under 60 years old in ** and immunizations other than COVID-19 vaccines in **..Based on their fine print, it seems like I should be eligible. When attempting to respond to their email, they never provided a response back to my clarification.The store address is ***************************************Attached img_2483 is a photo of their advertisement for the vaccine offer. Attached img_2841 is a screenshot of their email response.

  Business response

  11/27/2024

  Greetings *********** ******:
  
  We appreciate you sharing your concerns with us and apologize for any inconvenience this may have caused you. 
  
  We looked into this and wanted to mention that a loyalty account is needed, as the 10% off comes as a digital coupon. We did not find an account for you, so this could be why you did not receive the discount. If you have an account, please visit the link below and enter your information to see if you qualify. You can also view the terms and conditions here. 
  
  **********************************************
  
  If you continue to have issues, please don't hesitate to contact us again. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  11/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On ************, I called to inquire about placing an order for an adult golf-themed birthday cake for my fathers 65th birthday, which was intended to feed 5075 guests. I spoke with the cake decorator, who informed me she would be on vacation starting Wednesday but assured me a temporary cake decorator would be available to fulfill the order. She described the design as including golf flags and other relevant decorations, and I was confident my vision would be understood.I went to the store on November 6th to officially place the order. Unfortunately, the temporary cake decorator was unavailable, and after waiting around 45 minutes and multiple unsuccessful attempts by the staff to reach her, the customer service clerk took down my information and assured me I would receive a follow-up call.On November 7th, I received a call from the bakery team, where I again described my needs in detail. I was reassured that my specifications were understood and was told the cake would be ready for pickup by 10 a.m. on November 9th.However, when I arrived on November 9th at 11 a.m. to pick up the cake, I was shocked to find it was not at all as described. There were no golf-themed decorations as promised, the size was far too small, and it was only suitable for about 10 people. With my fathers party scheduled for 3 p.m. that day, I had no option but to purchase a ready-made cake off the shelf, which did not match the celebratory nature of this milestone occasion.I am disappointed that there was no communication from your team if they were unable to meet my order requirements. This would have allowed me the chance to order a cake elsewhere.I would appreciate it if you could review this incident and advise on how Acme can address this situation. Thank you for your attention to this matter. I look forward to your response.

  Business response

  11/21/2024

  Greetings ****** ******:
  
  We are sorry to hear that the birthday cake you received from our bakery was not what you had expected or ordered, and we sincerely apologize for any inconvenience this may have caused you. 
  
  We have shared your concerns with our Store Director and asked that they contact you directly to discuss this incident further. If you don't hear from anyone within five business days, let us know, and we will re-escalate the issue.
  
  In the meantime, if there is anything else we can help you with, call our *********************** at ************. We are available Monday through Sunday from 6 AM to 10 PM PST. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The ACME app advertised that if I transfer a prescription to any acme store that I would receive up to $75 off my groceries. Last week 11/2/24, I transferred my prescription as advertised and today I received a call from the pharmacy advising that they would not honor this advertisement. This is just false advertisement to get people to spend money. The pharmacy clerk said that ** does not allow for this advertisement. The app did not advertise that there were restrictions on certain states. There was nothing offered for the inconvenience. I actually called the store in ********** before I actually transferred my prescriptions. Do companies like ACME just get to false advertisements promotions with no consequences? Hopefully the BBB can help remediate this as I paid money to transfer my prescriptions over and it could have went to another company that was worthy of my business.

  Business response

  11/19/2024

  Greetings ****** *******:
  
  We appreciate you sharing your concerns and sincerely apologize for any inconvenience this may have caused you. 
  
  We shared this incident with our Pharmacy team, and they let us know there was an error and would be reaching out to you directly, if they have not already done so, to discuss this further and make it right. 
  
  Again, we are very sorry for the inconvenience. If there is anything else we can help you with, call our *********************** at ************. We are available Monday through Sunday from 6 AM to 10 PM PST. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

  Customer response

  11/25/2024

   
  Complaint: 22548296
  
  I am rejecting this response because I wasted money on gas and time and spent $10 on the pharmacy purchase because of this error. I called the store before this transaction occurred. I would have performed the transaction at an approved location. Reset my account so that I am still available for this promotion elsewhere. By accepting my $10 you have prohibited me from allowance for this promotion at an accepted location. Either give me a credit for this error or reset my account so that I am still able to use this promotion at an accepted pharmacy.
  
  Sincerely,
  
  ****** *******

  Business response

  12/08/2024

  Greetings ****** *******:
  
  Our team has tried to contact you three times regarding this and has had no luck. The mailbox on your voicemail is full. So, no messages can be left, and you haven't returned any missed calls. If there is a better way to contact you besides the phone number and email you've provided, please let us know so our team can contact you to resolve this. 
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

  Customer response

  12/08/2024

   
  Complaint: 22548296
  
  I am rejecting this response because my phone works, text messages work, my home receives mail/letters and my email address works also. I did not receive any phone call from the business and unsure of what number the company alleges they used to "contact" me. I ask that all correspondence with the business be in writing and via this bbb complaint for transparency. Please keep this complaint open until the business has provided a formal response regarding the matter in writing as well as what they intend to do to remediate the situation. No remediate was offered by the business at this time.
  
  Sincerely,
  
  ****** *******

  Business response

  12/20/2024

  Greetings ****** *******:
  
  Our Division Pharmacy Manager reached out to you via email on December 9th. She provided details about the error in the app and let you know that a gift card for the full amount, $75, was waiting for you at the Woodstown ACME location. 
  
  On December 10th, you replied to that email letting her know that the gift card had been picked up and that we could close the BBB case. 
  
  Please let us know if we can be of any further assistance. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

  Customer response

  12/20/2024

   
  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

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed order number ********* ant at acome and the driver knew very little English. The driver actually gave me a bag of items that I didnt even order. I called the store, spoke to their drive up and go employee who I think was **** who told me to just keep the bag. She said the driver had 2 orders and obviously gave me another customers bag. My order was missing the following items that they have yet to refund . The ***** and ****** turkey, ***** and ****** cheese, ******** *****, **** ****** pork rolll, ****** waffle fries and ****** onion rings. I have contacted the store several times and they keep telling me they have processed the refund but obviously this has not happened as I have not received an email .. they owe me 6.60, 6.60, 9.42, *****, ***** and 8.94 equaling $55.05 plus a 9.95 delivery fee which I was told would be waived equalling $65.00 acme loves to issue store credits instead of refunds I would like this amount refunded to my credit card first in the amount of ***** and an EBT refund of ***** can you please refund this properly thank you NJ better business bureau for helping me get this corrected because acme is very difficult to get refunds from when they are owed to customers.

  Business response

  11/10/2024

  To whom it may concern:
   
  Unfortunately, our eCommerce team denied the refund. We are unable to process the refund. The customer must contact our *********************** at ************ and ask to speak to an Operations Manager to rectify the situation.
  
  We apologize for the inconvenience. 
  
  ******** *. 
  Customer Support Team
  ********

  Customer response

  11/12/2024

   
  Complaint: 22478958
  
  I am rejecting this response because this store still refuses to issue a refund for items I did not receive.. Ridiculous. I will never give them any additional business and will be disputing the charge with my bank.... DO NOT SHOP AT ACME, they give you a VERY hard time when requesting a REFUND!! 
  
  Sincerely,
  
  **** ******

  Business response

  11/24/2024

  To whom it may concern:
  
  We appreciate your feedback and apologize for any inconvenience this may cause you. Unfortunately, we cannot assist you with your complaint from this platform. 
  
  For further assistance, please call our *********************** at ************. We are available from Monday to Sunday, 6 AM to 10 PM PST. 
  
  Thank you. 
  
  ******** *. 
  ***********************
  ********

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had placed an acme order and the driver dropped off my order at the wrong location and never even called me to tell me he was on the way after I tried calling him multiple times. As you can see by the picture that ACME provided, the driver dropped the bags at a unit that had been unoccupied and has been bolted locked. I had contacted acme and they first offered to redeliver it that day, which did not happen. They then offered to redeliver it the order the following day and that was cancelled as well. They are now telling me that it cannot be redelivered but has to be refunded back to my card that i had used. It has been 3-5 days as they said it would take, and I still have not received this refund. I NEED these funds, am struggling financially, and hope that you can get a flame under their butts to refund this for me so I can utilize my food stamps Thanks a lot for your time and I hope that you have better luck than me at getting this resolved. The case number was ******** and it should have already have been refunded. They really need to get their customer service department together to get things refunded in a timely matter. $6.21 needs to be refunded to my amex card and the remainder needs to retuned to my EBT card. I need to order groceries and I need these funds returned ASAP!!!

  Business response

  10/30/2024

  Greetings *** *****,
  
  Thank you for sharing your concerns with us. We sincerely apologize for any inconvenience this may have caused you. 
  
  We have processed a full refund of $159.19 back to your original methods of payment. You should have received a receipt with the same information. Please allow 3-7 business days for that to be credited to your account. 
  
  If you have any other questions or concerns, call our *********************** at ************ for assistance. 
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dozen roses for $10.99. There was only 10 roses in the bunch and one of them was broken. These were a gift and I didnt realize the issue until I gave them to the person. I was away from the market by then but I took pics immediately of being aware.

  Business response

  10/17/2024

  Greetings Ondreya Barksdale:
  
  We appreciate you sharing your concerns with us, and we sincerely apologize that the quality of the flowers you purchased was not up to your expectations or our standards. 
  
  We have shared the details you provided here and the photos with our Store Director, and they will contact you directly to resolve this issue. 
  
  If there is anything else we can assist you with, don't hesitate to reply or call our Customer Support Center at 877-723-3929 Monday through Sunday, 6 AM to 10 PM MST. 
  
  Thank you, 
  
  Jennifer M. 
  Customer Support Team
  13950344

  Customer response

  10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22430423, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ondreya Barksdale

  Customer response

  10/18/2024

  I called the store manager back twice, once today and once yesterday and no return call yet. I am on vacation also thats why I filed the complaint as opposed to going back to the store. They just return my money in the form of payment they received or I will file another complaint.

  Business response

  10/25/2024

  Greetings ******* *********: 
  
  We apologize that you have not been able to get a hold of our Store Director. It seems that he has attempted to call you as well, but you keep missing each others' call. He did let us know that a voicemail was left, stating that you are welcome to go into the store and he will give you a full refund.
  
  If there is anything else we can assist you with, don't hesitate to reply or call our *********************** at ************ Monday through Sunday, 6 AM to 10 PM MST.
  
  Thank you,
  
  Aryssa
  Customer Support Team
  13950344

  
  

  Customer response

  10/25/2024

   
  Complaint: 22430423
  
  I am rejecting this response because:
  
  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. ↩