Grocery Store
Hannaford SupermarketsHeadquarters
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Complaint Details
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Initial Complaint
11/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Hannaford cyber security breach.The company refuses to inform the public(their customers) if in fact personal information has been compromised in the November 2024 security breach.Just say yes or no. The refusal to comment is cowardly and dishonest. People deserve to know tge factual details
Business response
11/26/2024
We recognize there is a desire for more information, however the investigation into our cybersecurity issue is ongoing and we do not have additional details available to share at this time. Please know we are conducting a thorough investigation with the assistance of leading third-party security experts, which involves an extensive review of our systems to gain a ****** understanding.
The security of our customers is a top priority, and we will continue to take actions to further protect our systems. We deeply value our customer relationships and recognize the high trust that is placed in us to nourish their families and communities, especially during this time of the year. We will share relevant updates as appropriate. We appreciate our customers patience and understanding and apologize for any inconvenience it has caused.Initial Complaint
11/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On several occasions, I have gone into Hannaford Supermarket, in ********, ME and *******, ME and have been told they will not give me cash back unless I purchase an item. I have spent hundreds of dollars to just get my money because its the only ways to take my cash out and its costing me every time. The store even has a policy telling them to give cash back without charging, but the stores arent. I have several purchasing on my bank account proving this!Business response
11/25/2024
We are sorry to learn of our customer's frustration regarding our cash back policy and apologize for the confusion. The store manager has spoken with our customer the afternoon 11/24/2024 at 1:20 pm to clarify the policy, We have also followed up with the associate who inadvertently provided misinformation.Initial Complaint
11/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 11/6 I submitted a grocery order for Hannaford To Go. I received a confirmation to pick up and that the order was being processed at 1:28 pm 11/6-order confirmation #********. They took the money out of my bank account ($321.11). I went to go pick it up after work between 6-7 and was told that their servers were down. I received a gift card for 10$ for this inconvenience and was told I could put my order through that night. I was unable to, I tried again all through the day on11/7. I was unable to. Friday 11/8 I went to Hannaford and explained they were holding my money and I needed to get groceries. There was no attempt to resolve the problem. They told me to call my bank and asked why didnt I call my bank. Called bank in Hannaford parking lot 9:20 AM after going in. Was told did the bank cannot do anything about it until its posted by Hannaford. It could be tonight 11/8 or tomorrow 11/9. Still dont have any groceries.Business response
11/13/2024
We are sorry to learn of our customer's experience and apologize for the frustration this may have caused. Please know that authorization holds have been reversed by Hannaford. This should release the funds held for orders that had been placed, however it is up to the customers individual bank or credit card companies and their policies as to whether this has been honored.Initial Complaint
10/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
food recall,hannafords frozen waffles,i purchased theses,out of ten i had 4,got sick,at first didnt put the two together,hannafords isnt doing enough to let the public know about recalls,they should put a notice on the freezer door to let people know,there was no such thing.this store/company need to be held accountable.Business response
10/29/2024
We are sorry to learn of our customer's experience, and take matters such as these seriously. Our customer also reached out to ******************** directly on October 19, at which time the supplier was notified and reached out to the customer directly by phone (had to leave a message) and email. In addition, the director of operations who oversees the store in which our customer shopped also spoke to our customer to follow up as well as to assure the customer of the steps followed once we were made aware of the recall. As of October 25, the supplier has been working directly with our customer and will continue to do so.
Initial Complaint
10/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I placed an order on the Hannaford to go app for pick up on 10/17/24 in the morning. They had a coupon code offering $120 off your order. I placed my order and a hold of $7.31 was placed on my debit card. When I picked up the order that night at 4:45pm I was told they made a mistake and the discount was supposed to be $20 and they adjusted the discount and charged my debit card $111.06 without my permission. I had to go into the store and speak with customer service and they refused to honor the sale they made that morning and "are making a special exception, because of their error, to refund my order. So they refunded the full $111.06 back to my card. They offered no coupons or discounts for the inconvenience or for charging my debit card an amount I did not authorize. They did attempt to call me but as I was at work all day I did not get my message and was not aware of the situation until I arrived at 445 and had to return all my groceries.Business response
10/19/2024
We apologize for our customer's experience. We briefly experienced a system error that resulted in incorrect calculations for Hannaford To Go orders placed using promo code GIVEITAGO on Wednesday, October 16 and Thursday, October 17. The system error has been corrected. Customers who used the promo code during the impacted period will receive $20 off their order of $50 or more as advertised in the original offer. We have contacted impacted customers and given them the option to cancel their order. We apologize for the inconvenience and appreciate our customers understanding and patience.Customer response
10/20/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Tera
I do not feel they have made any attempt at reparing the situation. Hannaford charged an unauthorized amount on my debit card. They made me believe I was paying $7 for my purchase and charged me over $100. That has to be illegal. Is this a bait and switch? They did not even offer me a $20 raincheck coupon to use at a later date. I am concerned that they have my bank card information stored and now cannot be trusted with the information and I do not know if I place an order in the future if they will decide not not honor another mistake and again charge my card whatever they feel is appropriate without permission. This order should have been canceled if they were not going to honor the sale they made instead of just taking however much money from my account they felt was correct. Again how can that be legal?
Business response
10/29/2024
We are sorry that our customer was not happy with our response to her concern, and apologize. The manager of customer care contacted the customer via email to apologize and make things right. Our customer seemed satisfied with the outcome and we look forward to their continue patronage.Initial Complaint
10/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I placed an order with Hannaford with a given coupon code GIVEITAGO. I was given a credit for this purchase of 120 dollars. I completed my order and paid the difference for a delivery of groceries. I was supplied an emailed receipt of my purchase. Several hours later got a call saying my order would not be processed with the coupon code because there was an error in their system. I feel like Hannaford's needs to honor what they had provided and agreed on when I placed my order.Business response
10/19/2024
We are sorry to learn of our customer's experience with the promo code GIVEITAGO. We briefly experienced a system error that resulted in incorrect calculations for Hannaford To Go orders placed using promo code GIVEITAGO on Wednesday, October 16 and Thursday, October 17. The system error has been corrected. Customers who used the promo code during the impacted period will receive $20 off their order of $50 or more as advertised in the original offer. We have contacted impacted customers and given them the option to cancel their order. We apologize for the inconvenience and appreciate our customers understanding and patience.Initial Complaint
09/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I called Hannaford ************* today on ************ and spoke to a representative named ***** or ****** I was on hold for quite a long time. Their greeting said that they were having website issues. ***** informed me that my Hannaford Rewards account had $3.02 from the second quarter and $3.96 from the third quarter. She said that I had to activate and use the rewards from the second quarter today or that I would lose them. I attempted to sign into ************************ and receive the following message...Access Denied You don't have permission to access "****************************************************" on this server.Reference #**.169419b8.1727705481.103388d3 ************************************************************ I should not be penalized for their website issues.Business response
10/04/2024
We are sorry to learn of the difficulty our customer experienced with the online account. The manager of customer care has worked with our customer to ensure the issue is resolved, and has made our customer whole with any missing loyalty rewards.Customer response
10/04/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** *****Initial Complaint
08/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On Aug 28 2024 placed a door drop delivery from Hannaford's website for Aug 29 around noon. I regularly do this without a problem. I got texts: at 11 am. delivery on its way. Nothing came. I got more texts with various random times that ended with a 5pm delivery I never authorized.I ordered food that could spoil/melt on a very warm day if delayed. I was not available to receive it at 5 pm. I heard no explanation. I called the local Biddeford store at 2:57 aug 29 when I saw the 5pm notice. Various employees referred me to mngr who said he would check. One employee said my order was "batched" with another & the delivery driver could not find the other house, so my order could not be delivered. I later got a call back from ***************** who said my food would be delivered at 5. I questioned the spoilage of being driven in a car and sittimg around from before 11 am to 5 p.m. She dismissed my concern. At this point I was very upset and given no choice so I cancelled the order for my safety. ***** immediately hung up on me. No food arrived.I called **** customer service to resolve this, and was told I could file my screenshots via email, and was promised an email I never got. I called the next day, still having received no refund or resolution and was told I could only complain via phone. I asked for a supervisor, go on hold til I gave up. Later I got an email that said I had to email Hannaford so they could complain to instacart. This was never my problem. Hannaford took my order, my money. Hannaford hung up on me before issuing a refund on a holiday weekend. Hannaford wanted me to accept spoiled food that could have spent hours in someone's car. Hannaford randomly texted times of delivery. Hannaford didn't care if I was home to accept delivery. I did business with HANNAFORD I want my money back and want HANNAFORD to make this right and allow me to use the **** store since I do not trust *********. I am very angry and without food or my moneyBusiness response
09/02/2024
We are very sorry to learn of our customer's experience. Our records indicate that a refund request was received by the store and was processed for this customer on August ******* $211.46. Our supervisor attempted to call our customer back, but it appears that we had an incorrect phone number on file - ************** rather than **************. As it appears the customer was disconnected by the store, and not customer care, I will be sharing this feedback with the store and request that a member of store management give her a call.Customer response
09/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I do not want "a call" and this response is insulting.
it ignores the initial issue od random delivery times, ignores my repeated attempts to resolve this.
i have no refund and no food. And this response is unconscionable and solves nothing. It made things much much worse.
i want this process done in writing via BBB. I DO NOT WANT A CALL. That window was closed when the store hung up on me. As I said in my complaint, I want no contact with that store and my complaint is to corporate HQ. I tried to complain to the store and got told to eat spoinled food and hung up on with no refund. Shame on Hannaford.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***
Business response
09/04/2024
We are sorry our customer was not satisfied with our response. We understand the frustration, and apologize. The email used to contact the customer was the one provided by the ********************. The phone number was what was in our system from previous contacts and automatically updates when we create the case. We were not informed that our customer did not wish to be contacted by the store. As they are not processed in store, the refund was processed within one day of request once the team that submits those received it.
We certainly empathize with our customer. We would like to offer a goodwill gesture of $50 for the situation if our customer is accepting of that.Customer response
09/04/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Hannaford has not responded in a way that would restore my broken trust.
It says right in my initial complaint that I did not want contact outside the BBB context.
I still have no refund nearly a week later and tgis is due to Hannaford not handling my order correctly.
Why is Hannaford taking money and then pointing to third parties to blame?
why was my order rescheduled multiple times without my authorization? If Hannaford just reschedules a delivery *** groceries are left on my porch, how does it gurantee someone is home to bring then inside? How do they gurantee they are safe and not spoiled?
the $50 and an explanation of refund and an apology instead of continuing to destroy my trust would have helped at my first contact.
Now that trust is shattered, I was treated like garbage, my issues were not addressed, I was left without food and my money back and now the response here totally shows that Hannaford is not even reading my complaints. I am fed up and tired of this. I am not garbage. I don't know how good $50 is to be used for a store I cant trust. So it is too little way too late.
This was one of the worst customer service experiences I have ever had.
The unauthorized email Hannaford used was NOT the one provided by BBB. It was one your *** used to send me an email. So this is a waste of time. You aren't even looking at my complaint or your own records. You had my email last Thursday and lied that you needed it.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***
Initial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A new to me prescription was sent electronically from MMC Neurology in beginning of February 2024. In mid April (4/17/24) I called the ******* pharmacy to ask why I hadn't received a notification text for pick up. The woman on the phone told me that they don't just fill prescriptions, that I have to call and request it personally. This didn't make sense to me. I've had Hannaford Pharmacy fill all my prescriptions for decades, and this branch for nearly twelve years. I have NEVER had to call and ask for a new prescription to be filled; if a doctor sent it over, it was filled and I could pick it up same day. No problems.Despite this issue in April, I got the dosage of a once-a-month injectible (Ajovy). By ***, I did NOT receive a prescription ready notification, so I called in May and asked when my prescription would be ready. I was told they had the script on order. It's not a stockable script apparently. OK, fine. I explained what happened the month prior and how I expected this prescription to be on auto refill, like ALL THE OTHERS. I was told it was on auto refill, but the fact it was out of stock disrupted the replenishment.In June, I called the store ONE WEEK prior to June 17th just to confirm the prescription was ordered, and that it would be ready by June 17th. I was told it had not been ordered, but they would order it immediately.In July, I called July 9th, in preparation for July 17th. They said it had to be ordered, and I would get a text letting me know when to pick it up. July 19th I went IN PERSON. It was on BO. I called a week later, it was still on BO. I was given the manager's name by ****** and she said to make a complaint. It is now 8/29. I still don't have the prescription; I've been without it for two months, and no one can tell me why. It shouldn't be this difficult to pick up ONE Prescription ONCE A MONTH.Business response
09/02/2024
We are sorry to learn our our customer's experience. The ********************** manager has reached out and spoken with our customer to resolve the concerns.Initial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 17 2024. I picked up prescriptions from hannaford pharmacy on mast rd in *************. When I got home there was only a one month supply of precription ozempic. I had ordered a 3 month supply. I called the pharmacy and told them I had been shorted 2 months worth of ozempic. The pharmacy manager **** said they could only dispense a 1 month supply due to hannaford corporate offices order. I explained that I had a ozempic copay card that gives a 3 month supply for 25$ as long as I have health Insurance which I do. I had paid 25$ for the one month supply. Doing this Hannafords way will cost 75$ versus 25$. I told pharmacy MGR I could not afford to do this it would cost 50$ more their way. She said she couldn't do anything. So I asked If I could return it so I could go to another pharmacy and get my 3 month supply for 25$. She was rude and said "no returns". I would like the additional 2 month supply with no more co pay seeing thats what I am owed. I take ozempic for diabetes not weight lossBusiness response
08/27/2024
Thank you for sharing our customer's concern. ******************** has reached out to the customer to address the concerns raised.
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