Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday, January 5th, 2025 at 6:45pm, I placed an order for pickup at Albertsons for 8pm. It was my intention to have picked up the items I purchased on my way home from a 14 hour work day. I left my place of employment at 8:20pm and since I live 30 minutes away, I went ahead and parked in their parking lot. I waited until 9pm and no one reached out to me to notify me that my order would not be fulfilled. I contacted the store and they told me that their pick up service was now closed. They did not even help me cancel my order. I had to contact customer service online and I still received no help except that they would cancel my order and issue a refund. The refund will take 5-7 days to get back to me. So not only was my time wasted, now my money. If someone, anyone wouldve contacted me, I couldve just gone home. If there wasnt an option to place a pick up order, I would not have purchased the order. Now I am out of the items I need as well as the money to purchase them. This has been the most inconvenient for me.

  Business response

  01/06/2025

  Greetings ******** ********:
  
  We appreciate you sharing your concerns and sincerely apologize for any inconvenience this may have caused you. 
  
  We reviewed your order and show that it's been canceled. Since the order was delayed and then canceled, it was never processed. The pending charge will fall off in 3-5 business days, depending on your financial institution. 
  
  Additionally, we always advise you not to come to the store until you receive an email or app notification that it's ready. You can also see this in your email confirmation. This policy is in place in case of delays or technical issues. You should have received an email letting you know there was a delay with the option to cancel or reschedule. If you did not receive this email, we sincerely apologize, as it should have been sent automatically.
  
  If there is anything else we can help you with, don't hesitate to contact us again or call our *********************** at ************. We are available Monday - Sunday from 6 AM - 10 PM PST. 
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

  Customer response

  01/06/2025

   
  Complaint: 22771971
  
  I am rejecting this response because:
  

  You only addressed the matter of the refund. Your system needs to be updated and if future orders will not be fulfilled then you need to contact your customers. This will save everyone time from wasting time. Honestly I dont care anymore. I refuse to do business with you ever again. Apology not accepted. 

  
  Have the day you deserve,
  
  ******** ********

• Initial Complaint

  01/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  **************************** order #********* My refund was submitted 1/3/25. However, I have yet to receive it. Now I do know that if I pay via debit/credit that the refund takes 3-5 business days. However, per the Albertsons refund policy listed on your website, it says payments made via EBT (my method of payment) will be refunded in accordance with the **** guidelines. Upon checking those details, it states on the **** website that *** refunds are to processed and returned the same day.

• Initial Complaint

  12/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I will say this is the second time this has happened at this location THAT I NOTICED. I clipped coupons in my albertsons app, entered my phone number at checkout, some coupons were applied. We had to ask about the discount for a piece of meat. I was charged the full amount (not the app coupon that I clipped amount) for 3 items and was charged the full amount (not the advertised sale price on the shelf) for 1 item. It is not clear during checkout what items cost because some coupons come off mmediately and some don't come off until the end of the transaction which also makes this confusing and likely for customer to miss that they did not receive the correct sale price. **************** refunded the difference but I shouldn't have to check every item on my receipt to make sure the Albertsons App coupons and the advertised price in store and in sales papers are what I am charged. The total extra I was charged was ***** in this transaction. I was able to catch the incorrect meat price and got the ***** taken off prior to being charged but the other items I didn't catch until I received my receipt.

  Business response

  12/30/2024

  Greetings ***** *****:
  
  We appreciate you sharing your concerns and sincerely apologize for any inconvenience this may have caused you. 
  
  We reviewed your loyalty account, and there are no transactions on this account. This is why your coupons are not redeeming properly. So that we may investigate this further, can you please confirm the email address on your loyalty account and the phone number you used at checkout? If everything matches, we will escalate this matter to IT as there may be a disconnect in the backend. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1218/2024 I spent lengthy amount of time on chat with this problem. Not only was I treated like Im stupid but I was even more shockwd at what I was told. I online order from Albertsons frequently. I always check "in stock only" I go to pick up and items are not available. I was "compensated" with a $10 off offer online only. I have clipped it abd attempted to use it 3 times now. It doesnt get applied. Advice by chat "we can refund if necessary after you place order". I dont think I should have to di that and then wait on refund. It was told to me by ****** and ****** on chat I was choosing not to use it. Prior ti that the chat person said it wasnt "clipped". I want to see the offer applied in check out not see its not there and have to apply another form of payment in mean time. They are offering something they dont give. Claimed they cant do anything til I have final receipt and then refund. The reason I was guven this offer to begin with was for same problem and they want me ti gi through that again. I shop by *** food only and explained I could not pay any other way and this $10 offer should have covered the 1 item that wasnt food. It did not. Im not willing to place order when I see the problem in check ****** it is I had to spend $30 or be charged $3.95 on top of that. This is unacceptable business practice in my opinion. The problem is put on me to deal with AFTER paying for it. Im a senior on a very limited income. I dont have the $ upfront and then "we can adjust after". Placing the order gives them the ok to charge me. Offer me something that cant be used to compensate an on going problem and they were fully aware of this. Im still waitung on a previous refund for an item they substituted at a higher price when I had no substitutions marked. Unacceptable and I dont want tonbe credited $10 but have to spend $30 and it doesnt get applied

  Business response

  12/19/2024

  Greetings Chonnie Ramigmccarley:
  
  We appreciate you sharing your concerns and sincerely apologize for any inconvenience this has caused you. 
  
  We have reviewed your account and can confirm that the refund for the substituted item was processed on the 12th, so you can expect that anytime now. Additionally, since you were having issues redeeming the $10 coupon, we removed that from your account and added a $10 credit. Next time you order, you will see the option to use the credit by checking the box when you are ready to check out.  
  
  Please note that all orders under $30 are subject to a fee per our terms and conditions. 
  
  Please don't hesitate to reply here if there is anything else we can help you with.
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

  Customer response

  12/19/2024

   
  Complaint: 22706021
  
  I am rejecting this response because:
  I do not see a refund on either payment method ebt or my debit card. The difference of the higher priced substitute was paid on my debit card . So a refund should have been on both payment methods3.99 on ebt and 1.88 on debit. The other problem...when you mark "in stock items only" you expect them to be available. A $10 credit or coupon that I couldnt use generates a $3.95 fee and also having to spend$30 on a new order plus waiting on a refund. Are you aware of the reason I was given $10 off for online order only? It is not ok to just tell a customer to pay for the order then it will be adjusted after you put the order in. If you look at my purchase history due to my order requesting only in stock items...I had to generate a new order for an item that had not been available for "days" and ask for a 3.95 fee to be waived and make sure I spent $30  That does not seem right to me. Its not the first time it happened. I hope you can look at my acct and see the lengthy 3+ chats to know how this went. Reading through the numerous complaints this is a problem for quite some time. 
  Sincerely,
  
  Chonnie Ramigmccarley

  Customer response

  12/26/2024

  I attempted to order online since then. I ordered and was able to use the credit and received confirmation if the order. However, upon arriving at store to pick up the order it said"payment decline" for no apparent reason. The manager "******"at this location was of little help although he tried. I ended up checking out through a register in which he rang the order through. NOTE: PAYMENT THAT WAS DECLINED IS WHAT WAS USED. I was able to get the needed items but the $10 credit couldnt be applied and the clipped coupons were also not applied since oviously tied up in previous order. I was assured by manager the previous order wasnt charged only authorized. That was not correct I was charged for both orders.
  I am more than done with the failed attempts to make this right.  It ended being worse than better. All this the day before Christmas Eve. ****** did contact me after I got home to figure out why the very same order that declined the payment now ended up being $12 more. He offered to credit me if I brought the items back to store he needed to scan them. Enough is enough. The backn in my clipped coupon was 3.97 I ended up paying 6.99. The cream cheese was 3.97 ended up $5.
  I am still out that $ and ebt was not refunded and the $10 supposed credit ended up costing????
  Again .....an offer that couldnt be used and definitely made it worse than the original complaint.
  Contact "******" the manager at Albertskns on ********. *************,Ca ***** He will confirm the events as I explained above.
  I hope this does get posted publicly as I dont believe Im the only one who has been through similar with Albertsons.
  Chonnie Ramigmccarley

  Business response

  01/12/2025

  Greetings Chonnie Ramigmccarley:
  
  Thank you for being so patient as we investigated this matter. We identified an issue on our end, but we have since refunded $22.69 to your EBT card, which should now be available for use. Additionally, we credited $9.22 back to your loyalty account and added an extra $10 for the inconvenience. We noticed that you successfully used this credit on January 10th.
  
  We are very sorry for the inconvenience this caused you. If there is anything else we can assist you with, please don't hesitate to contact us again. We are available Monday - Sunday from 6 AM - 10 PM PST at ************. 
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a grocery order with ********* on November 28th 2024. The order was delivered to the incorrect address. I reached out to customer service and was advised I would get a refund for my order. The store then declined to refund my money. I have spoken to customer services 5 times in the last 3 weeks and promised a refund and still have not received it.

  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 submitted a refund of $44.09 back to your card on 12/20. Please allow 3-5 business days to see that credit back to your account. You should have also received an email with the same information.
  
  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

  This was on May ******. Purchased 3 gift card from ******* ; gave one out to family and they told me it had no money so I checked the other two before giving them and realized they also had zero balance . Provided all info when calling customer service . Was given a reference number . Have followed up but with no avail . They keep telling me its being looked but no resolution . Obviously they can see that they took my payment and can see all cards had zero balance . Dont know what else to do to resolve issue .

  Business response

  12/15/2024

  Greetings ***** *****, 
  
  Our apologies for any inconvenience this has caused you. We reached out to our Gift Card team, and they let us know that the cards were activated successfully, and ******* accepted the funds for them on 5/02/2024. The cards do not show any signs of tampering. For transaction disputes, please reach out directly to *******. We do not have access to their systems and cannot open disputes on behalf of the customer. 
  
  If you have any other questions or concerns, please call our ******************** at ************ prompt 4. We are available Monday - Sunday from 6 AM to 6 PM PST. 
  
  Thank you, 
  
  ******** M
  Customer Support Team
  ********

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello - I am a 51 year old and can recall going to Albertsons when I was in elementary school with my parents and grandparents - and the managers were very kind would come out and say hello and offer us membership in the Albertsons cookie club - while I no longer need a cookie i wanted to express disappointment with what to me are important issues: There have been two major recalls recently and they are products I purchased- the first was Boars Head - and I asked if it was recalled and my response was short and unhelpful like my call was bother. Today I got my weekly groceries delivered and was hung up on twice - and left on hold for forty five minutes getting no answer- I found the attached article discussing that Albertsons ********** may be effected - is it too much to ask for to call and see if the food is recalled? A simple yes or so does not seem unreasonable- I would like a refund of my salad items as I threw them out. I would also like an improved process going forward

  Business response

  12/09/2024

  Greetings ****** ********:
  
  We appreciate you sharing your concerns and sincerely apologize for any inconvenience this may have caused you. 
  
  We have shared your concerns with our Store Director at our Academy location and requested that they follow up with you directly to discuss further. 
  
  For recall information, please visit our website linked below. Here, you'll find details about the recall, affected UPCs, and other relevant information regarding the item. You can also find information on the *** website. 
  
  ************************************
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

  Customer response

  12/10/2024

   
  Complaint: 22655821
  
  I am rejecting this response because:

   

  I complained that someone left me on hold for forty five minutes- completely disrespectful= and refused to answer a very simple question - was my cucumber recalled due to salmonella?  
  
  Sincerely,
  
  ****** ********

  Business response

  12/23/2024

  Greetings ****** ********,
  
  We are very sorry that our associate left you on hold for so long and did not help with your concerns. Please know that this is not the experience we want you to have, and we sincerely apologize for any inconvenience this may have caused you. 
  
  We have passed this on to our team, and they are going to reach out to you directly to discuss this incident, answer any questions you have regarding the recall(s), and get you refunded for the salads. 
  
  Thank you. 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  12/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been asking for 5 months to be removed from their emails. Every time I try to unsubscribe they say youve already done that give us 10 days. Its been five months, they email daily, sometimes multiple times a day.

  Business response

  12/01/2024

  Greetings ***** Zenoby,
  
  We appreciate you sharing your concerns and sincerely apologize for any inconvenience this may have caused you. 
  
  We checked the email you provided in our system and found no account associated with it. Could you please confirm the email address where you are receiving the emails?
  
  Thank you, 
  
  ******** *. 
  Customer Support Team

  Customer response

  12/09/2024

  I missed my 7 day window but I wanted to reach out and say that Albertsons said they dont have my email on file, they dont because the email address they have is ************************************************

  
  
  

  Id still love to get this figured out so the daily emails can stop. 

  
  
  

  Regards,

  
  
  

  Aikin 

  Business response

  12/13/2024

  Greetings ***** Zenoby: 
  
  Thank you for confirming your information. I reviewed your account, and unfortunately, you were still subscribed to marketing emails. I have opted you out of everything, so you should notice them slow down and stop over the next couple of weeks. If they don't, please write back, and we will escalate this to our IT department so they can resync your account in the backend. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

  Customer response

  01/02/2025

  I just wanted to reach out and let you know the emails from this company have not stopped. I still get them multiple times a week. Is there anything we can do to get this to stop ? They say they took care of it but thats clearly not the case. 

  Ive been dealing with this for over 5 months, multiple times a week, often 2 or more a day. 

   

  Thank you 

  Business response

  01/12/2025

  Greetings ***** Zenoby:
  
  We escalated this to our IT team again, and they said they have removed your email address from all marketing. Please allow 10 days for them to slow to a stop. If they still don't, please send us a screenshot of the email with the to/from emails showing so we can investigate. 
  
  Again, we are very sorry for the inconvenience this caused you. If there is anything else we can assist you with, please don't hesitate to contact us again. We are available Monday - Sunday from 6 AM - 10 PM PST at ************. 
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/17 I purchased a $200 Zillions gift card from the *** Thumb on ************************************************************. I purchased it entirely due to the 4x rewards points offer I clipped on my account. I was not credited any rewards points -- even the standard 2x points for a gift card. I see the purchase shows up on my account history. The customer service team has stated it wasn't on a participating list -- but the coupon didn't have a participating list.Supporting Docs:1. Screen shot of the clipped offer -- it ended on 11/17 so it is not longer on my account 2. Screen shot of the purchase on my account 3. Screen shot of the * points program mentioned the standard offer of 2x points on a gift card.Please fix this mistake and educate your customer service team.

  Business response

  11/25/2024

  Greetings ***** *******, 
  
  We appreciate you bringing this to our attention and sincerely apologize for any inconvenience this may have caused you. 
  
  We reviewed your account and our backend system and don't see a corresponding offer for the dates you provided, which would account for the points not accumulating correctly. We have shared this incident with our IT teams to investigate and have added the 800 points as a one-time courtesy for the inconvenience. 
  
  If you require more assistance, contact our *********************** at ************. We are available Monday through Sunday from 6 AM to 10 PM PST. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

  Customer response

  12/02/2024

   
  Complaint: 22584882
  
  I am rejecting this response because:

  I feel the explanation is insufficient.  I attached a screenshot of the offer that was loaded on to my account.  I did not fabricate this -- the screenshot is consistent with all other offers *** Thumb makes available through their For U loyalty program.  How would I have confidence in the future if I clip an offer that *** Thumb may or may not honor it, because their system doesn't see the corresponding offer?

  In fact the following weekend, I received the same offer, but I didn't attempt to use it since I figured it wouldn't work anyway.

  Also, I never received an explanation why the everyday 2x gift card points were not honored even if there was an issue with the coupon.

  Furthermore, I tried logging into the use reward.  And it was gone, my account continues to be used by somebody across the country.  I have contacted *** Thumb support and changed my number, yet my points continue to be fraudulently used by an unauthorized individual.  Why can't *** Thumb do more to prevent this?  Now I have to call again and hopefully get my points reinstated.

   

  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed a delivery order from Albertsons on 10/22/24, it was delivered to the wrong apartment complex. When I received the confirmation of delivery email, I immediately contacted ***************** stating it was not delivered to the correct address and requested they contact the driver immediately to correct this error. I was told they could not and I could submit a request for refund, which I did. That was 4 weeks ago, and I have contacted customer services several times and even the store manager has contacted them on my behalf about a dozen times (she has continued to stay in contact with me as to what she is being told). In fact, they have recorded it as being denied. I am told over and over that it will take 3-5 business days to process it, but nothing happens. I have attached the email confirmation I received showing the photo of the door it was delivered to, and I have also attached a photo of a previous delivery to MY door and it is obvious it was delivered to the wrong apartment complex. My complex as you can see from the photo is white with brown doors and metal railings. This unacceptable to me to be out this money. I am on Social Security and rely on delivery services because I do not have other transportation. I have ordered from Albertsons numerous times and it never happened before. It has been 4 weeks since this happened. Please help me.

  Business response

  11/26/2024

  Greetings ***** ****:
  
  We appreciate you sharing your concerns with us and apologize for any inconvenience this may have caused you. 
  
  We have submitted a refund of $39.66 back to your card. Please allow 3-5 business days to see that credit back to your account. You should have also received an email with the same information.
  
  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
  ********

  Customer response

  11/27/2024

   
  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,
  
  ***** ****

*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. ↩