Complaints

• Initial Complaint

  12/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to buy wine at this store and lady didnt give me my $5 change. She stole my money

  Business response

  12/17/2024

   

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Since Fresh Thyme opened near us, we have noticed overcharges more than 80% of the time. Not applying promotional prices, charging for multiple items when only one is purchased, etc. When there were multiple check out lanes, the manager/assistant manager would make the correction for us at the time, or the next time we visited the store. Now that there is just one lane with a check out person, that is rarely open, there is no way to get the issue corrected while at the store. Last May, we asked the store manager for a refund of the overcharges, and because there was a long line of people in line, he asked that I ask him the next visit. I agreed. Since then, we have bee overcharged $87.77 over 11 visits (May 2023-January 2024), and he is nowhere to be found. He is either unavailable, doesn't return calls, and has not responded to emails through the corporate office, To date, we have made 7 calls to the corporate office and left messages, 5 emails to corporate, 14 calls to the store directly and asked about it 11 times while in store. Still, no response. I am an investigative journalist, and when asking if anyone else has had this issue, I received over 110 responses in 24 hours of customers who have also been overcharged and not received a credit. Most have stopped going to the store entirely, some have drastically cut their visits, and others have filed complaints. Some are interested in a class-action lawsuit after finding that many of the Fresh Thyme stores, ownd by Lake Ventures, LLC, have failed to correct overcharging in their system and failed to respond to consumer complaints. We have given Fresh Thyme until Friday, February 16th, 2024 to correct the issue, respond to us, and give the refund of $87.77, or be the subject of a lawsuit. We will be asking for the refund amount, filing fees and court costs, and compensation for our time to have it corrected. A complaint to the ******* Attorney General's office is also underway.Staff is great, but need to fix it.

  Customer response

  02/28/2024

  Thank you for your response. We attempted to speak to someone at our local Fresh Thyme store in ************, but were told we have to file with the corporate office in ****.

  We left more than 10 messages at corporate and never received any response.

  Thank you,

  *****

  Business response

  03/08/2024

  General ******* called and said she has two people working on this complaint but needs to know exactly which Indy store was involved. (vm in lib.)

  Business response

  03/11/2024

  We recently received a copy of this complaint filed with the BBB of Central **** concerning an experience at our Fresh Thyme ***********, ** store.  We appreciate this opportunity to respond.
  
  The customer alleges in the complaint that during various visits to Fresh Thyme, the customer was overcharged.  The customer also alleges that several attempts to contact Fresh Thyme went unanswered.  The customer is unhappy with this experience.
  
  We regret to hear of the customer's experience and would like to assure both the BBB of Central **** and the customer that ********************************************* is committed to pricing integrity and focuses our efforts on ensuring the accuracy of our promotions and scanning price at the register.  We also focus on responding promptly to customer concerns.  Our customer care records show that we did receive a concern from the customer and that our store reached out to the customer multiple times to resolve their concern.  However, our records show that their was no response from the customer to our store or to our customer care email address.  However, we are committed to resolving the customer's concerns, so our Director of Operations for the area called the customer on Friday, March 8, 2024, to investigate and resolve the concerns.  He called twice, received no answer, and left a message for the customer.  
  
  We again apologize to the customer for any inconvenience this experience has caused her.  We do hope that the customer will continue to shop at our stores, as we value them as a customer and appreciate their business very much.
  
  Thank you for this opportunity to state our position.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I got this email on 9/2/22. I have an issue on with the ********** and ********************** store. They would not honor email. I have been hurt, in hospital, senior living service and now doing in home therapy and getting caught up on mail and email. (ad shown of Certified Angus Beef Tomahawk Steak for $12.99/lb)They would not honor this price.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  It's a problem with the general weekly ad that is printed for all "fresh thyme market" stores. The one in question is the add from "July 6 - July 12, 2022". In the stores ad, most of the items are correctly printed except for 2 items - 1) Red, Green or Black Seedless Grapes - 99cents /LB & 2) Black Diamond Whole Seedless Watermelons - ****. Both of these items are listed in "BOLD" letters along with all the other items in the ad - but these 2 items(the ******************** really more without the "MY THYME APP" discount. They should be listed as - 1) Red, Green or Black Seedless Grapes - 1.99/LB & 2) Black Diamond Whole Seedless Watermelon - ****. That is how all the other items in the ad are listed in "BOLD" letters. How these 2 items in question should be listed is the following - 1) Red, Green or Black Seedless Grapes - 1.99/LB in "BOLD" letters with the "my thyme app" discount of **** in "regular" letters giving the customer the opportunity to "sign up" under the "my thyme app" to get the ****/per lb discount - then listing the "actual" price paid w/discount as 99cents/lb. The same is true for the "watermelon" - list it as **** for the watermelon in "BOLD" letters with the "my thyme app" discount of **** in "regular" letters giving the customer the opportunity to "sign up" under the "my thyme app" to get the **** discount - then listing the "actual" price paid w/discount as ****.If they did this, the customer would know that in order to get the discount, they would need to "sign up under the "my thyme" app to get the discount - otherwise the customer would have to pay the price that was listed in "BOLD" letters likae the other items in the ad.

*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. ↩