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Business Profile

Discount Stores

Smart & Final

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Discount Stores.

Complaints

This profile includes complaints for Smart & Final's headquarters and its corporate-owned locations. To view all corporate locations, see

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Smart & Final has 11 locations, listed below.

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    Customer Complaints Summary

    • 34 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 was getting ready to ***, but needed a few more items. My neighbor was aware of this and asked if I would BBQ him chicken. So I yes, and he accompanied me to Smart And Final. While we were there a guy approached him he didnt immediately recognize. After he remembered, he introduced me. I said hello, shook hands, and continued my shopping. We both got what we needed, payed, and left. Today, I was approached by the Store Manager. He asked me if I know the person in the picture. The picture was of me and my neighbor standing behind me in-line at the register. I said yes, and he said that I wasnt welcome at Smart And Final. He said the guy that my neighbor had introduced me to stole from them and that I was guilty by association. I cant even remember what the guy looked like I was introduced to. I was flabbergasted. Meanwhile, hes calling me a thief; guilty by association. I didnt anything nor do I condone that behavior. I understand shoplifting is problematic for business. Banning people simply because the shook someones had is ridiculous offense and a demonstrates poor business practice.?

      Business Response

      Date: 05/28/2025

      Thank you for bringing this matter to our attention.

      At Smart & Final, we take all customer concerns seriously and strive to provide a safe and respectful shopping environment for everyone. We have reviewed the customers account of the situation, as well as the information provided by the store team.

      While we are unable to share specific details of our internal findings or actions taken at the store level, we have addressed the matter with the appropriate personnel. We will also ensure that our teams are reminded of the importance of handling all customer interactions with professionalism and care.

      We appreciate the opportunity to respond and will take this feedback into account as we continue working to serve our customers responsibly.

    • Initial Complaint

      Date:05/05/2025

      Type:Product Issues
      Status:
      Resolved
      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 groceries on 1/30/2025 at the Smart and Final. The cashier said my Citi credit card did not go through the first time, and I inserted it a second time to complete the purchase. My groceries cost $107.20. When I reviewed my credit card history I found an additional charge of $107.95 from Smart and Final for the same date. I disputed this transaction with the Citi credit card on 2/5/2025. I did not make a second purchase from them that day. I provided a detailed description of the transaction as I remembered it. Apparently the purchase from the previous customer was charged, fraudulently, to my credit card. This can be verified if ***** simply reviews their surveillance footage. When I filed the dispute with ****, and S&F, it was less than a week after the event, the video surveillance footage was certainly available and would verify what had happened. Apparently S&F refused to review the surveillance footage, and simply stuck to their claim that I had approved two transactions. I had inserted my card twice, but to pay for one transaction: my groceries. I did not realize the cashier was charging me for the previous customer's purchase. I don't believe the cashier realized this either.Smart and Final fraudulently charged me for a purchase I did not make. They have the evidence (the surveillance footage) to demonstrate this. I expect a refund or store credit for this amount.

      Business Response

      Date: 05/28/2025

      I already responded. I had to change the attached email format to Word doc. Just sent it. Please tell me if the response I provided did not go through. I will resend. 

      Customer Answer

      Date: 05/29/2025

       
      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

      Date:04/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 went to the Merced store and the employee name **** was very rude you need to train him again or fired him you never yield a customer he made me feel very uncomfortable the way he was yielding and saying to leave if I didnt want to stay

      Business Response

      Date: 05/01/2025

      Our team has reached out to the customer directly to gather more information regarding their concerns. We are committed to resolving this issue promptly and will continue to work with the customer to reach a satisfactory resolution.

    • Initial Complaint

      Date:03/25/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Well I have written to you through the site 7 times now and have not received a SINGLE response. So maybe this will work:All 3 stores near me (in 3 different cities) are NEVER properly stocked. There are certain items that are worse than others. I just went to all three and could not find even ONE bottle of First Street (your own brand) Blackberry/Raspberry water. This has been going on for many years. There are usually some bottles of other flavors, the orange and black cherry are almost always in stock. A year ago I started counting the times i visited a store and found zero in stock. It averages to 8.5 times out of stock for every 10 visits.I'd buy it by the case but I am told I cannot "order." The store manager at ******** is a real piece of work and has done some very ....questionable things. He says I can't order and checking the back is pointless because you NEVER have any extra stock. I would think that you would keep track of such things and stock more, especially for non-perishable items.Every so often I do take a quick peek in the back and of course there IS stock back there. I try not to shop Lakedwood because this guy is such a jerk and very rude, to everyone.I am aware of the egg shortage, but it is really ridiculous how often I see items missing from the shelves.Why is this???

    • Initial Complaint

      Date:12/17/2024

      Type:Product Issues
      Status:
      Answered
      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 food being sold at this store on 12/08/2024 is no good and poses a threat to public health the food makes you instantly fat and encourages medical health problems

      Business Response

      Date: 12/27/2024

      Thank you for bringing this matter to our attention. We have reviewed the customers complaint and reached out to them directly to gather additional information regarding their situation.
      Our goal is to fully understand the issue and work towards a resolution that ensures their satisfaction. Once we have all the necessary details, we will address their concerns promptly and appropriately.

    • Initial Complaint

      Date:12/17/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Smart and final weekly ad has Don ********* coffee 45 ounce can regularly 8.49 on sale for 5.49with the purchase of four do not have in stock in store asked for a rain check was told that they changed their policy and dont redeem rain checks for items that have that type of savings have received rain checks in past for same item was told by manager that it was out of stock at their warehouse and thats smart and final was under new management I did check their website for rain check policy, which still is practice This issue occurred at the Montebello store on December 5, 2024

      Business Response

      Date: 12/27/2024

      Thank you for allowing us the opportunity to address this concern. The store has responded to the customer directly and provided clarification regarding our rain check policy. Additionally, the store has offered to honor the promotional price on the customers next visit as a gesture of goodwill.

      We trust this resolution will meet the customers expectations. 

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On the 22nd of November I went and asked one of the team members can he open the restroom he did so I went into the restroom I finished my business and I attempt to flush the toilet and the handle pinch my skin and what seems to be unrealistic but that's what happened I have photos. I received tetanus shot add a TB shot, I left a complaint form at the store for them to contact me but as of yet no one has contacted me so I'm asking what steps am I supposed to take next I don't want apology I want them to pay me for the TB test and the tetanus shot and fix the toilet

      Business Response

      Date: 12/12/2024

      upon receipt of this complaint. Smart and Final assigned this to the General Liability manager, who then actively attempted to contact this customer at the phone number provided. The number is out of service. we attempted to contact the customer twice via the email address again to no avail. We confirm the store did report this incident but the number on the internal document, provided by the customer was not in service. We are hereby expressing our sincerest apologies and are willing to participate in a conversation to resolve the complaint by reimbursing the customer for the amount indicated in this ******************** complaint. 

    • Initial Complaint

      Date:12/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      So theres weeks where I purchased produce from the ******** Smart & Final, but there has been days where they sell nothing but expired produce to the point where theres no expiration on the produce I went yesterday to purchase fruit for my week and I majority of the stuff that I purchased was expired i woke up really sick from eating it this is not right at all and the store is selling stuff like this

    • Initial Complaint

      Date:12/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 got discriminated for being Mexican . The cashier ***** was so rude and mean

      Business Response

      Date: 12/27/2024

      Thank you for bringing this matter to our attention. We have reviewed the customers complaint and reached out to them directly to gather additional information regarding their situation.
      Our goal is to fully understand the issue and work towards a resolution that ensures their satisfaction. Once we have all the necessary details, we will address their concerns promptly and appropriately.

    • Initial Complaint

      Date:11/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On 10/19/24 I went to the S&F on ******** in ***********. They had General ***** cereal and Coffee Mate ******* both for $0.99. The shelves were empty and the sale was through to 10/22/24. I asked an associate and was told their shipment would be there soon . I returned on 10/20 shelves still empty.Again spoke to an associate and was told shipment came in and shelves would be stocked that night, I made a 2nd trip later and nothing.On 10/21 am called and was told yes they had their shipment but were short staffed and didn't know when they would restock. I made a final attempt on 10/21 in the morning shelves still empty. The associate said that she's off at 7 but was working on getting the items out and to come back before she was off work so I did at 6:45 pm. Shelves still empty what I did find were 3 boxes that the cereal came on the ground below the shelves empty. I have never had a problem like this in my life. The product was there but it was never put out why advertise the sale then. Frustrated from all the trips I made trying to catch this sale that ended up costing me instead. Ridiculous...

      Business Response

      Date: 11/14/2024

      Thank you for allowing us to address this concern. We have resolved the issue with the customer by reaching out directly and honoring the sale prices for the items that were unavailable at the time of their visit. The customer has expressed satisfaction with the outcome, and we appreciate the opportunity to ensure their experience was aligned with our commitment to service.

    Smart & Final is NOT a BBB Accredited Business.

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