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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:10/05/2023

      Type:Service or Repair 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.
      August 28th 2023 6:30 am Smart and Final ***** ********************* ******** ** ***** I purchased detergent advertised on the weekly advertised flyer. It was not discounted on receipt ($2) This seems to be a common practice at this store or all Smart and Final stores. Maybe its their business plan that customers are not aware of this ongoing scam. Buyer beware .

      Business Response

      Date: 10/09/2023

      Good morning.

      The coupon in the ad is for a 60ct pod
      The coupon the customer clipped if a ******* pod
      The item the customer purchased was the 60ct. 

       

      Customer Answer

      Date: 10/11/2023

       
      Complaint: 20671732

      I am rejecting this response because:

      Smart and Final agreed that I purchased 60 ct detergent as shown in the ad -$3.00.. but i paid the full price not $12.99 as shown on the receipt. Smart and final can refund the difference back to my **** card . I wonder how many customers have been paying full price in the advertised weekly store paper . 


      Thank you, 
      *******************************

      Business Response

      Date: 10/16/2023

      Good morning.    As previously stated, the customer "clipped" the incorrect coupon and that is why they did not get the correct discount.  If you provide me with a mailing address, we would be glad to send you a $5 gift card for the misunderstanding.

      Customer Answer

      Date: 10/20/2023

       
      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.
      Customers Beware of Smart and Finals unprofessional bait and switch business practice. 
      Sincerely,

      *******************************

    • Initial Complaint

      Date:06/02/2023

      Type:Billing 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 purchase in smart and final 29 May 2023. I made one single purchase. When I checked may bank statement I noticed a as charge twice for the same items. I notify the store in regards to the error and they told me to wait a couple of days and one of the charges will drop off. Three days later I checked my balance in my account and the two charges were still there. I notify the business again about the matter and as informed that its nothing they can do about it now because I didnt keep my receipt. I want my money back because their system malfunction I shouldnt have to pay the price. I usually do not keep my receipt when I purchase two item. I greatly appreciate your help in this matter.

      Business Response

      Date: 07/07/2023

      Good afternoon.

       

      Would it be possible to provide some further information so we can resolve this complaint.

      1.  Where was the store that you shopped?  City, Street?

      2.  What was the total of the purchase?

      Thank you.

    • Initial Complaint

      Date:05/04/2023

      Type:Billing 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.
      Our business has a charge account with Smart & Final. ** December 2022 we reached out regarding a fraudulent charge on our account. We have been bounced around to multiple departments to try and resolve the issue. When we reached the appropriate party they complained that they were understaffed and seemed disinterested in resolving the issue timely. We finally were able to get all parties to agree that the charges were fraudulent in February 2023 and were told that these charges would be cleared from our account. As of April 2023 we are still waiting and have sent multiple emails and phone calls with no response. This issue has now placed a hold on our account and we are unable to make purchases in store hindering our ability to conduct certain aspects of our business.

      Business Response

      Date: 05/05/2023

      This customers issue was resolved on 4/20 as soon as it floated to the V.P of the credit *****

      Customer Answer

      Date: 05/24/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. However, I would like it noted that resolution took over five months during which time our organization was unable to use our account. Moreover, resolution on came following months of  countless emails and calls along with forcing an escalation within the organization before the situation was finally addressed. Nevertheless, I find that this resolution is satisfactory to me.

      Sincerely,

      *************************

    • Initial Complaint

      Date:01/13/2023

      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 received an **************** gift card as a holiday bonus and immediately placed it in my safe. I just want to use the card and there was severe fraudulent activity on it from many purchases at this store In **********. I live in ******** and have not been in ********** and do not know this store. When I try to call the phone number listed, they just hang up. When I call the 800 number listed online, there is no option to deal with a fraud department. **************** does not return calls.

      Business Response

      Date: 02/07/2023

      We at Smart & Final are sorry to hear about this mishap with your **************** Gift Card.  We would suggest that the individual contact **************** for reimbursement. 

      Customer Answer

      Date: 03/15/2023

       
      Complaint: 19323655

      I am rejecting this response because:

      I have spent a total of over 20 hours on the phone with the company that sells the **************** gift cards regarding this issue!  They, repeatedly, have said I need to contact the business that the gift card was used at since the card was used and accepted by the business fraudulently.

      Sincerely,

      *******************************

      Business Response

      Date: 03/29/2023

      Good morning.  I have tried to contact the individual at the number provided, but did not get a response.  We have reached out to our Gift Card Provider - Blackhawk.  Unfortunately they do not handle Amex cards, but they informed us that Amex should handle this.

      Here are the contacts they provide for Amex

      American Express BlueBird ************** 

      or

      American Express Serve **************

      Hopefully this is helpful.

    • Initial Complaint

      Date:12/31/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Last night at midnight my card was charged THREE times for amounts $200 and up. An additional charge for $105.95 was attempted but I was able to transfer my money into another account after the third charge. I have no idea what Smart & Final is. I researched the company and found that it's based in **********. I've never been to **********. I live in GA. This is unacceptable. I've never even had any previous transactions. I would expect a full refund of all the charges and to block Smart & Final from charging my card for any future references.

      Business Response

      Date: 02/07/2023

      I tried to reach out to the individual but was told that no one by that name was there and then was hung up on.  We could need more information to investigate this complaint.  Our stores are only open until 10pm and we do not take payment over the phone.  I would suggest that this individual contact the card issuer, and file a claim.  

      Customer Answer

      Date: 03/07/2023

       
      Complaint: 19317706

      I am rejecting this response because: no one tried to contact me at all. This is not true. 

      Sincerely,

      *********************************

    • Initial Complaint

      Date:12/04/2022

      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.
      Someone stole my money using this company. I've never heard of smart and final. 250 dollars of my money is gone and I've been in contact with this company with no response

      Business Response

      Date: 01/13/2023

      Business Response /* (1000, 8, 2022/12/27) */
      This has been handed over to our cyber security team for research. They are actively working on this matter.

    • Initial Complaint

      Date:09/08/2022

      Type:Customer Service 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.
      July 28, 2022, about 5:30 p.m., I (with many other shoppers) had been standing in line for a very long time at one of two open check stands at *** **************** Smart & Final. A third check stand opened and, instead of saying, "I'll help the next in line," the cashier said nothing triggering a third world rush of customers in line the shortest time. (This is a common S&F practice and in keeping with the overall crude and primitive level of S&F's poor **************** training, at least in*****************.) When it was my turn for check-out, the cashier (an Asst. Mgr.) said something like, "How's it going?" to which I replied calmly and civilly, "OK, but it would be nice to help those next in line when another check stand opens." The Asst. Mgr. said, "We're short-staffed." I replied calmly and civilly, "I'm not talking about being short-staffed, I'm talking about helping those waiting longest first." The Asst. Mgr. snapped back at me, "I heard you!" I replied calmly and civilly, "It didn't appear you heard me because I wasn't talking about being short-staffed." The Asst. Mgr. then went off saying, "You don't have to be rude!" I said calmly and civilly, "How was I being rude?" He then blew up in front of a large line of customers, twice, loudly, called me an ******* and said I could take my business elsewhere. I asked to speak to his supervisor and he lied about who I could talk to. When I called the S&F District Office I was rudely denied contact with the District Manager and was dismissed. When I called the Corporate Office, the same thing happened. When I left a voice message with *************, S&F's parent company, no one returned my call. The public needs to know that Customer Careup the entire chain of S&F management to Bodega Latina and back down to both S&F and ******** store workersis a public relations straw dog, a front and a phony, that disregard of customer concerns is the heart and soul of the dark corporate culture of S&F ******************

    • Initial Complaint

      Date:08/20/2022

      Type:Billing 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 manager **** is always harassing me, taking me me like garbage, she is really mean. Always talks bad, nothing good to say; it's the store in ***** off ************ ***

      Business Response

      Date: 09/30/2022

      Business Response /* (1000, 5, 2022/09/13) */
      This is not a business complaint. This is a disgruntled associate and we have turned this matter over immediately to our Human Resource Manager for investigation.

    • Initial Complaint

      Date:07/28/2022

      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.
      Paid for an online order, but never received my groceries 2 days ago they have not returned my calls, I would like my money back I am a disabled senior.

      Business Response

      Date: 08/25/2022

      Business Response /* (1000, 5, 2022/08/03) */
      Customer did not answer the phone nor was there a VM box to leave a message but we will process a refund to avoid any further complaints.

      I see this order and also see that the customer stated that she did not place the order but that it was somehow transmitted and she was charged but did not receive. We have confirmation that this order was delivered to the correct address and therefore the team responded accordingly with below response:

    Smart & Final is NOT a BBB Accredited Business.

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