Complaints

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was erroneously charged for plastic bags I didn't receive, in addition to the paper bags I purchased. When I pointed out this error, the cashier did not refund me but instead called the owner, *******************************, for assistance. Instead of refunding me, ******* dismissed my concerns and falsely claimed the 8-cent paper bag carries a 15-cent tax, contradicting Washington State guidelines. I insisted on a refund for the plastic bags I was wrongfully charged for. In an attempt to belittle me, the owner, ******* made derogatory comments about my appearance and attire, suggesting that I thought I was superior because I was wearing a suit. This was completely uncalled for and irrelevant to the issue at hand. It seemed like a blatant attempt to gaslight me and deflect from their mistake of charging me for bags I did not receive. That's when the co-owner, *****, and *******'s mother began to behave aggressively towards me. They threatened me with physical harm and called me offensive names repeatedly in front of other customers. ***** started pushing my cart, which contained my purse and groceries, outside of the store and out of my sight before I had a chance to leave. At this point, I decided I didn't want to patronize the store at all and asked for a refund for the whole order. They refunded me. As I was leaving, I politely asked them for the original receipt, but they refused me. I was followed closely by ******* and threatened by *****, and *******'s mother. They used offensive language, and continued to threaten me with physical harm, and took unauthorized photographs and videos of me and my vehicle, including my license plate.This unprofessional behavior raises serious concerns about the treatment of customers. It also makes me wonder how many people they possibly cheat by charging for plastic bags that customers don't receive. I felt physically threatened, disrespected, and violated by their actions. I believe this conduct is unprofessional and possibly illegal.

  Customer response

  05/08/2024

  I must have clicked the wrong button. I am seeking a resolution. Please help me with correcting this error so that we can proceed with that process

  Customer response

  05/08/2024

  I ask the BBB to request that Grocery Outlet provide the original purchase receipt from 5/7/24, as it shows all the charges for plastic and paper bags and taxes that were applied.

   Id like to highlight a troubling incident that took place during my recent visit to Grocery Outlet. I was mistakenly billed for 15-cent plastic bags that I didnt receive, on top of the 8-cent paper bags that I did purchase. When I pointed out this error to the cashier, she seemed to ignore the fact that she had wrongly charged me for three plastic bags in addition to my paper bags.
  Subsequently, she called upon the owner, *******************************, for assistance. He appeared to support her attempt to deceive me, disregarded my concerns, and falsely asserted a 15-cent tax on the 8-cent paper bags. This claim contradicts the guidelines set by Washington State. This dishonest practice could potentially be perceived as fraudulent. 

  The co-owner, ***********************, came to the counter and looked at the receipt. She confirmed that I was charged for three 15-cent plastic bags in addition to the three 8-cent bags I bought. This settled the confusion. However, when I expressed my dissatisfaction with ********************** attempt to keep my money when I was clearly due a refund, the situation escalated. ******************** made inappropriate comments about my appearance, and both *********************** and ********************** mother began acting aggressively. They threatened me with physical harm and insulted me in front of other customers.
  Adding to the distress, ***** pushed my cart, which contained my purse and groceries, out of the store against my consent before I had the opportunity to leave. This action not only violated my personal space but also put my personal belongings at risk.
  Despite the uncomfortable situation, I requested a refund for my entire purchase, which they processed. However, they refused to provide the original receipt when I asked for it. As I was leaving the store, I was closely followed by ******************** and further threatened by **************** and ********************** mother. They used offensive language and took unauthorized photos and videos of me and my vehicle.
  This experience raises serious concerns about their treatment of customers and their business practices. I was physically threatened, disrespected, and my privacy was violated. Their behavior was unprofessional and potentially illegal. Based on my experience, I would strongly advise against patronizing this location. Their actions suggest a lack of professionalism and a disregard for customer rights. If customers assert their rights, they may face threats and public humiliation. Their behavior is inappropriate and lacks decorum.

  In light of these events, I would like to request the following:

   A formal apology for the distress and inconvenience caused.

  An acknowledgment of the ostracization, derogatory names, and physical threats I faced.
  Recognition of the public humiliation I experienced.
  An understanding that I was unfairly made to play the role of the villain when I was merely asserting my rights.
  Acknowledgment of the setting of a tone that encouraged bullying and abuse from other patrons.
  A settlement offer to compensate for all of the distress and potential harm caused by this incident. 
  Recognition and adherence to the laws and regulations that govern their business operations moving forward.
   

  Here are the specific laws that I believe have been violated:

  Washington State Laws:
  False Advertising (Revised Code of Washington 9.04.050): The owner falsely claimed that theres a 15-cent tax on 8 cent paper bags.
  Harassment (Revised Code of Washington, Section 9A.46.020): The owner threatened to harm me. 
  Privacy Violation (Chapter 9.73 of the Revised Code of **********): The owner took unauthorized photographs and videos of me and my vehicle, including my license plate.
  Removal of Unauthorized Persons (Revised Code of Washington 9A.52.105): The owner moved my shopping cart containing my purse and groceries outside the store without my consent.
  Destruction or Concealment of Property (Revised Code of ********** 60.04.190): The owner moved my cart containing my purse and groceries outside the store without my consent.

  
  Federal Laws:
  False ****************************************** Act): The owner falsely claimed that theres a 15-cent tax on 8 cent paper bags.

  Harassment (The FTCs ****** of ******** Protection): The owner threatened to harm me. The FTCs ****** of ******** Protection protects consumers against unfair, deceptive, or fraudulent practices, which includes harassment1. This means that threatening to harm a consumer could be considered a violation of these guidelines.

   Privacy Violation (The Privacy Act of 1974): The owner took unauthorized photographs and videos of me and my vehicle, including my license plate.

  Frauds and Swindles (Title 18 of the U.S. Code 1341): The owner falsely claimed that theres a 15-cent tax on 8 cent paper bags.

  Customer response

  05/10/2024

  I mistakenly left out these laws. Please add this to my complaint,

  Assault (Revised Code of Washington 9A.36): **************** physically shoved me and my cart out of the store while calling me derogatory names and threatening to harm me physically in front of everyone. This was done with physical force. Although this action did not cause bodily harm, it was intended to be offensive and could potentially be considered assault. 
  Unlawful Imprisonment (Revised Code of Washington 9A.40.040): **************** physically shoved out with my shopping cart. I was in a physical struggle for my shopping cart with my purse and purchased items to not be taken by **************** out of the store. It was a physical struggle to get her to stop forcefully pushing me and my shopping cart out of the store. This could potentially be considered unlawful imprisonment as it substantially interfered with my liberty.

*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. ↩