Complaints

This profile includes complaints for FreshCo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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FreshCo has 14 locations, listed below.

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• 

  FreshCo

  4980 Tahoe Blvd Mississauga, ON L4W 0C7

• 

  FreshCo

  18075 Yonge St Newmarket, ON L3Y 8W3

• 

  FreshCo

  50 Market St S Brantford, ON N3S 2E3

• 

  FreshCo

  398 Queen St W Brampton, ON L6X 1B3

• 

  FreshCo

  7430 77 Ave NW Edmonton, AB T6B 2H1

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:28/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  I visit the fresco store ** ******** **** *** **** ******** ********* ** ******** ****.
  
  Being vegetarian I like to have some more fresh vegetables in store such as seasonal vegetables like beans, chickpeas etc etc. and there are none fresh vegetables available in store.
  
  ***** *********** ******* *** *** **** ****** ** **** ***** * ****** *** * ***** *** ****** **** ** * ***** ** *** ******* *** ******.
  
  I would request that the fresco store in ******** ***** BC, Canada should have more “fresh vegetables” in the store as every customer matters.
  
  I am hoping to see them more often in the store as whenever in visit the store it’s mostly empty and some of them they don’t even carry.
  
  ***** * ******* ***** * ***** *** ****** ***** ***** ******** *** ******* **** ** **** *** ****** ******* ** **** *** ***** **** **** ** *** ********* **** **** ** *** **** *** ******** *** ***** ****.
  
  I hope to see some fresh vegetables in store after my request to the business.
  
  Thank you,
  Respectfully
  
  *********

  Business Response

  Date: 29/10/2024

  Thank you for sharing your feedback with us. As this particular store operates as a franchise, the management team at this location is responsible for addressing customer issues and complaints. Therefore, any concerns should be raised directly with the store. Thank you for your understanding, and we look forward to serving you again soon.

• Initial Complaint

  Date:22/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The store manager refused a refund of an unopened, non-perishable, within 14 days item. Contacted the corporate to intervene but absolutely no help at all! **** ** *** ***** ** ****** * **** **** ** ******** *** *** ** **** ** ******

  Business Response

  Date: 14/12/2023

  Thank you for bringing this to our attention. I have confirmed with our
  Customer Service team that they will contact you directly to make it right in
  the coming days. We do apologize you had a negative experience and look forward
  to reaching a satisfactory resolution with you directly. We thank you for your
  continued loyalty ** *******

  Customer Answer

  Date: 27/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I  still haven't heard anything from the head office.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 04/01/2024

  We have confirmed
  that the Store Owner was able to connect with you directly on December 13th and 14th, 2023 to address this issue, and it is our understanding
  that you received a refund on a gift card. We hope this resolves this matter
  and we look forward to serving you again soon.

  Customer Answer

  Date: 05/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Hey but how come it took me THREE separate trips to the store to resolve this issue and no compensation was offered??? How come I contacted the head office and asked to escalate this issue, promised about call back but never did???? 

  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased $500 ******** prepaid ********** @ Freshco . however the card can not be registered online.
  i made call to Customer Service on Jan-24th, and i have been told to attach the picture of receipt, back of card , back of package, send to second line support email. i did immediately. however there was no response for 1 week , although auto-reply message indicated the reply will come within 2 business days.
  the second call i made was on Jan-31st . i would like to know status and CSR told me second line support will call me back . there was no call and another week was gone.
  the third call is on Feb-7. after CSR contacted second line of support , i got an email asking for document such as front/back pictures of card, proof of payment and original packaging. i have been told only attach back of card and package on my first call. that is fine. but ******** is supposed to let me know earlier , instead of 2 weeks waiting .
  there is still no ETA on my case . i just want my money back.

  Business Response

  Date: 14/02/2023

  I hope this email finds you well.
  
  We received complaint #******** earlier this week and we
  have responded to the customer. We (FreshCo) unfortunately can’t
  refund/exchange prepaid cards, but we had the customer provide the card
  information and checked to ensure it is not fraudulent. As such we reached out
  to ******** directly. They told us a ticket has already been opened and they
  can only work with the customer on this matter but so long as the required
  information/pictures have been submitted, the customer should receive a
  response in 3-5 business days.
  
  The FreshCo. team got back to the customer and asked them
  follow-up again with ******** and let us know the outcome. We are, of course,
  happy to further assist this matter as needed.
  
  Thanks again for forwarding the complaint to our attention
  and we trust this resolves the matter on our end.
  
  Regards,
  
  ***** ******** 

• Initial Complaint

  Date:25/11/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought * ***** **** cookies from the store and based on their prices match policy ( will price match and will get full refund and you keep the item if you not satisfied) i found the same identical product in ** ****** with lower price i take receipt shows the difference in price and told to the manager they can verify online too the price the manager refused and says that only price match for flyers discount not to regular items has to be in flyers then i says okay then i am not satisfied with the item she says i only can return it. That totally explains that they have policy posted all over the store and besides the cashier and never have word stating that must be in flyers and not homer’s even the satisfaction policy.

  Business Response

  Date: 30/11/2022

  Dear ****,
  
  We are sorry you had a frustrating experience, but there appears to be a misunderstanding with respect to the applicability our “Lowest Price” and “Double Fresh” Guarantees. The “Lowest Price” Guarantee, as stated on both our easily-accessible website (https://freshco.com/legal/) and the store flyer (https://freshco.com/flyer/?store_id=80428), only applies to “sell you that item for 1¢ less than the competitor’s advertised price when you show us the competitor’s price in their current flyer (print or digital).” Similarly, the “Double Fresh” Guarantee does not apply to your situation as you were only attempting to rely on it once informed the “Lowest Price” Guarantee was not applicable, rather than because the product itself did not meet your expectations. As stated in the guarantee terms, we reserve “the right to withdraw this guarantee from any customer who we determine to be abusing the guarantee”. While we believe our policies were appropriately followed, we also recognize the experience was frustrating for you.
   
  That said, for your troubles please accept a $25 gift card as a token of our appreciation for doing business with us. 

  If you have any further questions or concerns, please do not hesitate to contact us.

   

  Sincerely,
  
  FreshCo.

  Customer Answer

  Date: 30/11/2022

  
  
  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,
  
  
  
  **** ******