Complaints

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stop at the ******** location at ********************************************************************* fairly often to get gas on my way to or from work. I have a roughly 84 miles ONE WAY commute and from time to time I have to use the restroom. The restroom at this location is consistently closed. They have a restroom, but there is a sign on the front of the door this restroom is indefinitely closed. This gas station has a snack mart so it is clearly intended for people traveling. How do you keep the restroom closed and treat your customers like that? I was told to go to the main store across the parking lot. I couldnt hold it and had to pee in the in a spot that was rather unpleasant. Its really sad, this restroom is in plain view, so its not like it was built out of sight for staff only AND it works, I saw one of the clerks use it tonight but you just simply dont allow your paying customers to use a labeled restroom in plain sight in the lobby of the gas station. Please fix this. There are NO health orders in place or any reason compelling the store to do this.

  Business response

  04/13/2022

  Greetings *******************************: 

   

  We are responding to a message you sent regarding the restroom at our fuel station on ************************** in ******, **. 

   

  We are so sorry that the restroom in our fuel station has been marked as indefinitely closed and unavailable for you to use. Please know that we have shared your feedback with our store's Management Team for review, so that a resolution can be reached. Thank you for bringing this to our attention. We appreciate you taking the time to let us know that you have experienced this issue with the restroom. Please let us know if you would like to be personally contacted about your experiences, and we will have a member of our store's Management Team reach out to you. Otherwise, let us know if you have any other questions or concerns, or feel free to reach out to our Customer Support Team at **************. 

   

  Thank you for shopping with us.

  ***

  Customer Support Center

  Customer response

  04/16/2022

   
  Complaint: 17021998
  
  I am rejecting this response because: I went in tonight to fuel up and the restroom was still closed. Nobody has contacted me and the problem isnt fixed.
  
  Sincerely,
  
  *******************************

  Business response

  04/21/2022

  Greetings *******************************: 

   

  We apologize that the restroom at the fuel station was still closed during your last visit. 

  Please know that we have reported your comments onto our store's Management Team for review. We have requested our Management Team contact you about this issue; we ask that you please look for incoming communication via phone or email from our team. Thank you for responding and letting us know that this issue has persisted. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started going to this *********** store and noticed there are only two bathrooms (private, one toilet each) - a ladies and a gentlemen's in the whole store! This makes it uncomfortable for both customers and employees.The first time I went there a young man was in the men's bathroom for at least 20 minutes. So men (including employees) were having to use the women's. I complained to the cashier near the door. The 2nd time I went, the Ladies bathroom was out of order. I complained to the ********************* online and on the phone. The phone lady said she couldn't believe it. *********** should provide adequate restrooms to both customers and employees at all their locations!

  Business response

  04/05/2022

  Greetings *******************************: 

   

  We are responding to an issue you reported with your local store having inadequate restrooms.

   

  We are very sorry to hear that the restrooms at your local store only allow one person at a time and that only one can be used if the other is under maintenance. We appreciate you taking the time to let us know. If you can please respond at your earliest convenience with the store location you are referring to, we will be happy to report these issues to our Leadership Teams to be addressed. Additionally, please let us know if you would like to be contacted personally by a member of the store's management team about your experiences. 

   

  Thank you for shopping with us.

  ***

  Customer Support Center

  Customer response

  04/05/2022

  To Whom It May ********************************************* address is ***** **********************************.  New bathrooms need to be built at the back of the store, or at least Porta Potties?

   

  Thank you. 

  Business response

  04/07/2022

  Greetings *****************************: 

   

  Thank you for providing the store location, and for sharing your feedback with us as well; it is greatly appreciated. As mentioned, we have shared your comments with our store's Management Team for review, as we want to make sure this is addressed. If you have any other questions or concerns, please feel free to contact our Customer Support team at **************.

   

  Thank you for shopping with us. 

  ***

  Customer Support Center

• Initial Complaint

  03/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased ****** crackers from this Vons on February 16, 2022. The crackers were tagged on sale and 'pick 5' The regular price was $3.79 and the sale after the pick 5 should have been $2.40 (a $1.39 discount).I noticed later in the day that the $1.39 discount appeared on my receipt, however the receipt did not subtotal the discount into the final price. I went to the store with my receipt today, February 22, 2022 to speak with the manager. The first attendant looked at the receipt and said, "Oh, that's weird, I wonder why the receipt didn't add up properly." She then instructed the cashier to refund the discount that was not applied. The cashier went to the isle where the crackers were located, and the sale tag was no longer there, so she refused to give me a refund of the discount that should have been applied. I explained to her that they were on sale the day I bought them and the receipt clearly showed the discount, and that I would not have paid full price for them.She then asked her manager, who was very condescending in telling me I was not reading the receipt correctly, however I was indeed reading it correctly. When I asked to speak to the District Manager, that manager agreed and asked the cashier to refund the discount. The cashier proceeded to tell him she was busy. At this point, after arguing with these people for 15 minutes and other customers getting frustrated, I just left, and left the district manager with my receipt. This is not the first time this store has overcharged for items, and I'd like to make the BBB aware of this in order to address internal control issues at this store and hopefully put a stop to this practice, whether it is intentional or human error. With prices going out of control, the last thing unsuspecting customers need is to be over charged.I am requesting a refund of $1.39. As silly as it seems, it's a matter of principle at this point after such a waste of time and lack of respect in the store.

  Business response

  03/14/2022

  Greetings *******************************: 

  
  

  We apologize for the difficulty you had in receiving the correct price of the ****** crackers you had purchased. 

  
  

  Please know that we have documented and forwarded your account of these issues in receiving the Weekly Ad price, and in the interactions with our store associates onto our Management team for review to ensure that issues like these are not occurring. We appreciate you taking the time to share your concerns with us here. We were also able to locate your account in our system from the information you provided, and we have added a credit of $2.00 to be discounted from your next in-store shopping trip. You will only need to enter your Club Card or associated phone number at checkout for this credit to be discounted on your purchase. 

  
  

  Thank you for shopping with us.

  ***

  Customer Support Center

  Customer response

  03/14/2022

   
  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. ↩