Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a delivery order on their app on 1/1/25. The order is showed as delivered even though it was never delivered. I contacted them the same day via chat they claimed the store would call and attempt redelivery. Which did not occur. I reached out again and requested a refund instead since I made plans to just go to the store and shop. The refund time span given was 7-10 days. On the 11th I reached out to them, and they stated it was 7-10 business days, so I needed to continue to wait. So, I did. After several more days I noticed still no refund, so I called them again. I was then advised this must be an issue with my bank and to contact them. I reached out to my bank and was informed they did not see anything pending. I figured I was just reaching out too early so I continued to wait. A few more days passed, and I called my bank once more and was told the same thing. So I called Tom Thumb back asking for an update and I was told I "should have received it" and that they would contact the store on my behalf. Still no refund. SO, I called today 1-23-25 where I was told the refund has just been issued by a manager and it will arrive in 3-5 days when expressing my displeasure I was met with 0 empathy. The chat agents lacked empathy and stated "I am sorry you are ****** off". I have SS showing this as well. I pay monthly for their "fresh pass" and I feel like I am constantly being robbed. If I do not hear something back or see my money soon I will be reaching out to the attorney general and the ***

  Business response

  01/24/2025

  Greetings Nijahnik ********,

  Thank you for reaching out regarding your refund. I understand how important it is to have this matter resolved.
  I wanted to let you know that the refund for your order you placed last January 01, 2025 (Order ID **********, totaling $79.34, was already processed yesterday, January 23, 2025, by one of our representatives. This information has been shared with our team to ensure everything is in order.
  The refund will be posted to the credit card used to place the order within 3-5 business days. If you have any further questions or need additional assistance during this process, please don't hesitate to reach out.

  Thank you for your patience and understanding.
  
  Thank you for shopping with us.
  *******
  Customer Support Center
  Case ***********

• Initial Complaint

  01/19/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed order#********* on 01/14/25 and never received it. It's showing delivered. Tom thumb has some bad Business practices. If someone doesn't receive their order they will go through a whole bunch of loops trying to get their refund because I kept contacting customer service on the day of and shortly after that. I spoke with several different agents through chat support that keeps lying because someone keeps telling me they submitted a refund request but it has to be approved first but every time I follow up somehow the submitted request has disappeared and they open up a new request and I have to wait another 5 to 7 days. I'm not understanding what is going on and why they keep reopening another request every time I contact them. It should be notes on your account that requests was submitted along with any other issues but they keep saying that they don't see anything and they will just open up another one so if I go contact Tom thumb again they will lose the request and open another one. I'm sitting here waiting for my money and it's been 6 days and it should not have to take that long for you to refund someone. The thing is they gave me a discount promo but the thing is they put $30 on my Tom thumb account instead of refunding back to my card. I'm not placing another order with them they need to refund me my full order of $90 and I'm deleting my account after because this is absurd. I don't understand how they quickly put $30 on my Tom thumb account for future orders and that was instant but then when you request a refund back to your card it gets rejected and they want you to wait for someone to approve the refund. That type of business practice is really unusual. Also when they put in a request for a refund you don't get any type of updates or emails so that's the reason why I have to keep on contacting them to keep checking up on the approval. I did put in my own ************ was rejected because they sent a refund and they did not send back to my card

  Business response

  01/26/2025

  Greetings Areeka Dicson:
  
  Our apologies for the inconvenience. 
  
  We have processed a refund for this order on 1/21/2025. You should have received an email containing the receipt with all the details. Please allow up to ***************************************** your account. 
  
  If there is anything else we can help you with, please don't hesitate to contact our *********************** at ************. 
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

• Initial Complaint

  01/09/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on January 4th, 2025. Store had nothing in stock. Spoke with the store manager directly and told them to cancel the order. It was supposed to be canceled. They took $340.10 and have yet to return the funds. I have spoken with them multiple times. Even spoke with the so-called district manager and have yet to get my refund. They took payment and I never got product.

  Business response

  01/16/2025

  Greetings **** *******:
  
  Thank you for bringing this to our attention. We sincerely apologize for any inconvenience this may have caused. 
  
  There was an issue with your refund because your account had been deleted. However, our IT team successfully processed the refund to your card, and the funds should be available immediately.
  
  If there is anything else we can help you with, please let us know. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is directed at the Tom Thumb on **************************. On 2 separate occasions I was told a prescription was "ready to pickup" - both times they gave the medication to someone else they said were "elderly" (I am 60?) One of the medications is very dangerous and should never be skipped. I posted a ****** review and spoke to the store director who assured me he would take action. He did nothing, the employee in question is still working there oblivious to the importance of her job. She is not selling cookies, she is providing potentially life saving meds.I am not suggesting she should be fired, but definitely reassigned. And EVERYTIME my doctor sends in a prescription, they do not fill it unless you call and spend hours on hold and ask to fill it - they also do not fill anything until you show up at the store. The last 5 prescriptions (before obviously changing pharmacies) I called about the status and they said "it's ready", but when I arrived, they just started filling it. An even more serious incident occurred last year as my Doctor reminded me. In Feb 2023, I took a very hard fall on the icy sidewalk and re-injured my surgically repaired back. I was unable to obtain treatment because the pharmacist (when a Nurse Practitioner called her), she reported that I was most likely faking the injury since I always called to rush my painkiller prescription every Monday (every 4 weeks and perfectly fine with my doctor to pickup) I was finally able to convince my PCP that I was in new and unbearable pain, he ordered an MRI which reveled another ruptured disc at L2 and massive stenosis, most likely from delaying treatment. - I will not discuss further on the advice of counsel. But now that I have the permanent nerve damage in my legs which can best be described as a torn hamstring in both legs forever! This make driving so unbearable, I have to work at home. SO when I have to waste a trip when my meds were given away, I get upset

  Customer response

  12/31/2024

   
  Complaint: 22712722
  
  I am rejecting this response because: I begrudgingly gave them another shot. AND once again, they have provided bad info - the scripts today were NOT ready for pickup

  Did not even bother to talk to pharmacy, was so angry, I left a cart full of groceries and just "removed myself" from the ongoing incompetence. The respondents wording that all is good is grossly inaccurate

  I just got home for a 3rd time having to spend another 48 hours without medication.
  
  Sincerely,
  
  ***** *******

  Business response

  01/19/2025

  Hello ***** *******, 
  
  Our team looked into this and saw that two scripts had been picked up recently. They also tried to call you, but the calls were abruptly disconnected.
  
  If there is anything more we can do to help you, please call our *********************** for assistance. We are available Monday - Sunday from 6 AM - 10 PM PST at ************.
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

• Initial Complaint

  11/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All of the main deals are only digital on the app and my account will not let me log into the app. However I can log in to the website and apply the digital coupons. Unfortunately they will not apply to my account and I'm always asked to scan a QR code for my account to apply. However on the website you cannot do this. I've also talked to customer service multiple times in order to reset my account and for whatever reason I'm told it's impossible to reset my account. My account is not functioning correctly by any means as I also cannot reset my password or get a security code in order to log into the app. I have also tried to change my phone number however it tells me the phone number is already in use by another account. I have never set up an account with the second phone number. That is the phone number I want to change my account to and I still cannot use it because of that as well. I need the IT team to completely delete my account out the system and allow me to reset it 100% so I can start new and have no more issues.

  Business response

  11/26/2024

  Hello ****, 
  
  We are sorry to hear you are having trouble with your account and apologize for any inconvenience this may have caused you. 
  
  We would be happy to assist you. Please reply here with the email address and phone number you want to use. We will combine the accounts and deactivate the other information to prevent it from interfering with your account usage.
  
  We look forward to hearing from you.
  
  ******** *. 
  Customer Support Team
  ********

  Customer response

  11/26/2024

   
  Complaint: 22599133
  
  I am rejecting this response because:
  

  I need to wait for verification that my account will function correctly and once that is complete after I provided the requested information I will then accept a response.

  Please see the information below.

  Email: ******************************* 

  Phone number: ************ 

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

  Business response

  12/12/2024

  Greetings **** ******, 
  
  Thank you for confirming your information. 
  
  We've merged your two accounts and updated your primary phone number to the one ending in 0862. You should now be able to log into your mobile app using your Inferno email address. Your updated phone number will be visible in your account settings. 
  
  Please try to log in and confirm everything is updated and working correctly. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

  Customer response

  12/12/2024

   
  Complaint: 22599133
  
  I am rejecting this response because:
  

  In my original complaint I stated I do not receive the security code. I should have been more specific. I do receive email regarding the phone number change. However I do not receive the security code email. The email address I saved to my contacts is ******************************************************************************* when I thought it was being blocked. It does not show up in my spam folder either. The emails just do not exist on my end. Is there a different email I should receive the code from? 

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

  Business response

  12/23/2024

  Hello ****, 
  
  We sent you an OTP request via email to see if it comes through. So, if you see one in your email, that was us; we sent it at 9:40 PM MST. 
  
  If not, please try adding no-****************************** to your list and try again. 
  
  Please let us know if you can get in successfully. 
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

  Customer response

  12/26/2024

   
  Complaint: 22599133
  
  I am rejecting this response because:
  

  I did not received the one-time password email. I have added the email address to the account as of now.

   

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

  Business response

  01/19/2025

  Hello **** ******, 
  
  We escalated this to our IT team, and they did not find any errors. Below are the suggestions they provided to resolve the issue. 

  
  1. Clear the apps data and cache.
  2. Please ensure the latest app version is installed and reinstall it if necessary.
  3. If there is a Wi-Fi network, restart and log into the application using mobile data.
  4. If you are on a network that uses a VPN or if it is turned on, please turn it off and try again. 

  The above steps should fix the issue. If not, please send a screenshot or video showing where the problem occurs. This will help us investigate the issue.

  
  Alternatively, if you want to delete your account and start over, please follow the link below and fill out the form. If additional information is needed, you will be contacted directly via email. 
  
  ********************************************************************************************************************
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********

  Customer response

  01/20/2025

   
  Complaint: 22599133
  
  I am rejecting this response because:

  The information I am providing is not throughly being read and understood. The issue I am having is not directly tied to the app. All the previous steps and more have been taken. The current issue is the ability to receive the security code email. I can receive other emails such as phone number change. However I do NOT receive the security code emails. 

  II can attempt the account reset, but I do not believe it will have any effect on receiving the email. 

   

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

  Business response

  01/28/2025

  Greetings **** ******: 
  
  I can assure you that it's been read and understood. However, our IT team is not finding any issues on our end as to why you are not receiving the *** to your designated email address. 
  
  You may also try going into your account on the desktop version, clicking my account, profile & preferences, and ensuring your email is verified. It should say verified next to your email address and phone number. If this is not the case, please verify and see if that changes anything. 
  
  If not, please create a new account and let us know if that resolves the issue. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  10/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed a grocery pickup order on 9/22/2024; order *********. The pickup order was missing many items, had unauthorized substitutions, and had a damaged item. I have been requesting a refund, and was told to wait 5-7 business [days] for a full refund to process. My first chat was asking for a refund of missing items. A subsequent chat was asking for corrections to all mistakes made. My final chat was asking for a complete refund, and to terminate any future business with this company. I have seen Zero action from Tom Thumb, and the chat representatives appear out of touch with anything the local customer is experiencing. It is unethical and impractical to treat customers as a means to an end. I paid for groceries that were never received, and now have to overextend my finances because Tom Thumb failed at their service. Unacceptable

  Business response

  11/04/2024

  Greetings ******** *******:
  
  We appreciate you sharing your concerns with us and apologize for any inconvenience this may have caused you. 
  
  We have submitted a full refund of $103.45 back to your card on file. Please allow 3-5 business days to see that reflected in your account. You should have also received a receipt with these details. 
  
  If there's anything else we can assist you with, please don't hesitate to let us know or call our *********************** at ************. We are available from 5 AM - 10 PM PST - Monday through Sunday. 
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

  Customer response

  11/05/2024

   
  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

  10/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/8/24 I shopped in the store and one of my purchases was Resers mashed potatoes. The cost after discount was 3.50. I drove home and went to make dinner. When I took out the potatoes to make them, I found that they had expired 7 days ago. I emailed customer service and they wrote back saying they were sorry and this isn't reflective of their business. She said she could not give me a refund but would forward this to the store director. Three days later on the 11th, I responded back to the email and let them know I have not heard anything and there had not been a refund to the card I used to make the purchase. I also attached a copy of the receipt as well as a picture of the expired product. As of now, I have heard nothing about resolving the issue. All I am asking for is a refund of the 3.50 I spent on the item.

  Business response

  11/07/2024

  Greetings ***** ***:
  
  We appreciate you sharing your concerns and sincerely apologize for any inconvenience this may have caused you. 
  
  We have shared this incident with our ************* location so they can prevent another occurrence like this from happening again. Additionally, we added a $4 credit to your account that will automatically be redeemed at checkout the next time you enter your phone number. 
  
  Again, we are sorry for the inconvenience. If there is anything else we can assist you with, or you would like a follow-up from the store, please let us know
  
  Thank you, 
  
  ******** *. 
  Customer Support Team 
  ********

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an injury 5/18/24. Their doctor never informed me fully on my injuries until I went and seen another doctor. Their doctors only advised me of having a concussion never did they say I was hurt neck shoulder and lower back area. I've lost everything. They denied my short-term disability and workers comp. I've been diagnosed with anxiety working there. I never felt appreciate as an employee there. Upper management very rude to employees. I'm also dealing with depression due to this injury and me losing everything. I just feel horrible for the employees who remain employeed or staying because they don't have other options.

  Business response

  10/17/2024

  To whom it may concern,
  
  We appreciate the opportunity to address this matter.
  
  Since the complainant is one of our associates, we will be resolving this internally.
  
  Thank you,
  
  Aryssa
  Customer Support Team
  Case ********

• Initial Complaint

  06/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I try to place a order and Im getting a error message saying I cant place any orders for unknown reason I called customer service and they cant fixed the problem saying its my internet connection is weak which is false and I think this company has blocked me from placing orders on the app and I had this same issues with ********* app and Im unable to place any orders with Tom Thumb and getting error messages I can send a screenshot

  Business response

  06/19/2024

  Hello ***********************: 
  
  Thank you for taking the time to reach out to ** and provide us with the screenshot showing the issue you're experiencing. 
  
  Upon further research of your account, we did find that a Ticket was submitted on your behalf. Our IT Team has requested that we direct you to contact your banking institution for further assistance.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  Customer Support Team
  Case ID: ********

  Customer response

  06/19/2024

   
  Complaint: 21869009
  
  I am rejecting this response because:
  Its not my credit card I have funds on my card . My bank told me there is nothing wrong with my credit card and I use this same credit card with other stores like ******* and target and they went through with no issues. If you cant fix my account I would like it deleted
  Sincerely,
  
  ***********************

  Business response

  07/03/2024

  Hello ***********************: 
  
  There are a few factors that could play a role in this order not being processed. Unfortunately, we are unable to determine what those factors are. We will be happy to document your concerns and you are welcome to try another form of payment. Because we don't know what factor is causing the order not to process, changing cards or contacting the bank is one suggestion. Unfortunately, we can only document the issue due to the fact that we are not given the information as to why the order will not process.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  Customer Support Team
  Case ID: ********

  Customer response

  07/03/2024

   
  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

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/16/24, I ordered groceries to be delivered that same day from Tom Thumb. My purchase amount was $83.93 and I paid with my EBT card at ****am. At ****am, my card was refunded $11.96 since my order came out cheaper because of produce weight. I was promised my food by 8pm but my food never was delivered. I sent a chat to customer service and she said the driver had an emergency and so they cancelled the order. She told me that they would process my refund in 5-7 business days. I have since talked to the Tom Thumb customer service over a dozen times and every single time, I'm told 5-7 days and one representative even said she "promised my refund would be there the next morning". Another rep told me to call the store directly to inquire bout my refund and the lady told me she and her department had nothing to do with the refunds. I again, chatted with a representative this morning ref#******** and she told me that she put in another request for a refund and it will be processed in 5-7 days. This has seriously put me in a bind and I have even had to borrow money from family and friends to eat! My order number was #******** on Jan 16th.

  Business response

  01/29/2024

  Hello *************************: 

  We appreciate you taking the time to reach out.
  
  Our sincerest apologize for the delay in your refund for Order #: ********. We see that a $10.00 credit was added to your home shopping account, on 01/16/2024, and we can confirm that a refund of $74.67 was processed to your original form of payment today, 01/29/2024. We have also sent a confirmation receipt to the email on file,but please allow 3-5 business days for this to reflect on your statement. If after 5 business days your refund is not received, please reach out to your local EBT office to inquire on the release of the funds.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you for shopping with us,
  
  Aryssa P.
  ***********************

*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. ↩