Business Profile

Grocery Store

Southeastern Grocers, LLC

Headquarters

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Pattern of Complaints

Complaints

This profile includes complaints for Southeastern Grocers, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

33 total complaints in the last 3 years.
1 complaint closed in the last 12 months.

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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:10/04/2024
Type:Service or Repair 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 placed an online order with Winn-Dixie for 7 lobsters for 69.93 & 2 bridgport chorizo for 5.98 for a total of 75.91. They applied a promotion of $10 off for a $75 order up to 3 times & this was my first . They added a 9.99 delivery charge & I added a tip of 3.80. The total came to 78.71.
They delivered the lobsters on Oct 3 & the **** **** driver informed me they there was no chorizo.
Winn-Dixie then charged my card 82.73. I called them to find out why the charge was more than 78.71 when they did not deliver the chorizo. I was told that they put back 10 because I failed to meet 75.
I pointed out that it was a promotion to ORDER 75 which I did. It is not my fault that they didn't have the chorizo. They didn't notify me that my order changed to be less than $75. I could have ordered more lobsters.
They offered $10 in points and 10 off for my next 3 orders of $75 online. The problem with the offer is that, for the $10 off, there is no guarantee they will have the items in stock even if I ordered a lot more than $75. For example, I could order 7 lobsters and 4 chorizos to come up to $80+ but then they'll deliver only the lobster and again not give me the $10 off and I'll have to call them again and argue with them why it's their fault and not mine.
Compensating with me with points does not fix their order/delivery process which is flawed and for which I am being penalized. This does not address the fact that they are not honoring their promotion and letting me order something they do not have & then penalizing me.
Other on-line stores tell me if a product or size or color if not available so I can't order it. Other stores will honor their promotions if the mix up or short coming is their fault.
This is not about the $10 but about the principle of Winn-Dixie honoring their promotions and offers and recognizing their screw up.
I expect them to refund the $10 to the card and still give me the $10 off for the next 2 orders of $75 on-line, as per their promotion.
Business Response
Date: 10/04/2024
This complaint will be sent to the correct department for handling.
Customer Answer
Date: 10/07/2024
[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 made by the business in reference to complaint ID ********, and they have contacted me and find that this resolution is satisfactory to me.

Regards,

******* ****
Initial Complaint
Date:11/21/2023
Type:Customer Service 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.
On 11/18/2023 I went to Winn-Dixie to put money on my ******* ***** prepaid card and not realizing until my money did not show up on my card that my card had been cancelled on 11/15/2023 so that's my the money was not reflected..so I went to Winn-Dixie to ask for a refund do to this mistake and they will not refund my money that clearly didn't post on my prepaid card.
Customer Answer
Date: 11/21/2023
This is proof of cancellation
Business Response
Date: 11/22/2023
We will have our *** department investigate this matter and we will be in contact with the customer with a resolution.
Customer Answer
Date: 11/26/2023
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*** *****
Initial Complaint
Date:10/24/2023
Type:Delivery 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.
On 10/21/23 I placed an online order with Winn Dixie. They apparently use Door Dash for delivery. My order was never received because the Door Dash driver claimed they could find the address (driver also didn't call to ask for further directions)I called the store directly and spoke with ***** who confirmed the order had been returned. I called the customer service number he provided and was told my case would be ,"reviewed, " and it might take **** days for a refund. How am I supposed to buy more food when they are holding my money? Once they knew that I didn't get the order the transaction should have been voided and never processed. I am 71 years old and can't afford to have my money held and no food. I want my money refunded immediately since that I can purchase food.
Business Response
Date: 10/24/2023
The case will be forwarded to the **Commerce Team for handling.
Customer Answer
Date: 10/24/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 20773413
I am rejecting this response because: It does not solve the issue
Regards,
*****************************
Business Response
Date: 10/24/2023
We are sorry that the customer is rejecting the response we just sent to you today. Because this is a E-Commerce issue her complaint was sent to that department where she has already made a case and it is being reviewed by that department.
Customer Answer
Date: 10/25/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 20773413
I am rejecting this response because: Their department "reviewing" the case does not solve my problem of being unable to buy food while they "investigate". The store manager, *****, had already advised me that the food had been returned to the store and that he personally signed for it. The money should never have been deducted from my account. It should not take long to make a telephone call to the store to confirm the delivery was not made.
Regards,
*****************************
Business Response
Date: 10/25/2023
Again, we are very sorry for the customer inconvenience, per her case the money was processed back to her card on yesterday 10/24/2023. We do not control on how long it will take her financial institution or credit card company to credit her account. It is up to the **commerce department to contact the customer regarding the refund. This rejection will be added to her existing case.
Customer Answer
Date: 10/26/2023
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However I will not do business with them again because of the lack of empathy from the company. They showed no concern for their customer.
Regards,
*****************************
Initial Complaint
Date:10/02/2023
Type:Service or Repair 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 visited the bakery at winn dixie
***** * ****** ******** *** ******** ** ***** on Sept 1st because I needed a custom cake for my daughter. I encountered *******. Who said the decorator is in ******* and should be back before then or they will have another decorator who can do it by Oct 1st. She also said she would order a pink bow for the cake to.
On Sept 29th at around 6 pm I went in to check how the cake was coming along. No one was at the bakery and another lady said there is no orders and usually there is a bunch of orders for cakes the day before and no cakes in the freezer as well. She called ******* and she said she knows about the order and will have it done tomorrow. Then on October 1st the day of my daughters party I went in to get some mangos and cantaloupe and decided to stop by and check on cake. To my shock ****** revealed she is not a decorator and did it herself. I was in disbelief. This is not the cake I wanted. Was not professional at all. This is something my 6 yr old could have done herself. I complained to a Manger names ******. He told me I was right this was unacceptable and he told me I could have the cake. I told him this is not the cake I ordered and if they could not make it and had no decorator why did no one reach out to me two weeks before and I could have found another baker. Anyways I was in a scramble and went over to ******. Usually they require 2 weeks notice for custom cakes. However they were able to make me the almost exact replica of the cake I initially wanted. I called ****** at Winn Dixie to ask him if they would give a $109 gift card for there mistake to winn dixie since that's the amount ****** charged for there mistake.He said he could only do $25. I told him that was unacceptable and if there is another manager that can reach it to me to discuss this. He said he has my name and number he will reach out the the supervisor ***** and get back to me today. As of 10:48 I had no calls of any kind.
Business Response
Date: 10/02/2023
We will forward this store issue to the District Manager for handling.
Customer Answer
Date: 10/05/2023
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My husband said he recieved a call and that the gift card was in the store for pickup. Thanks for your prompt response

Regards,

****** *********
Initial Complaint
Date:09/11/2023
Type:Service or Repair 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 want to report how the pharmacy located at ************************************************************************, refuses to address an issue I am encountering. I spoke to a very rude and disrespectful pharmacist at this location on Sunday, September 10, at 10:08 a.m., to inquire again about a discrepancy with my GoodRx Gold card. The pharmacist, who didn't provide me with his name, was very condescending and refused to address my issue. I was trying to have him fix an error on my account since he stated I was showing 3 cards on my file and I should only have one since this is my first time getting medications with ****-Dixie. Pharmacist **** previously told me on Thursday, September 14, to have a GoodRX agent call the pharmacy. Today, an agent from ****** named ****** called the pharmacy again and was told by the pharmacists that he didn't have time to take the call because he was working alone and hung up. I was on the line during this call. The same pharmacist advised me to go to a different pharmacy if I didn't like their prices. As a new customer, I am baffled at how poorly and unprofessional this pharmacy has been and how their pharmacists treat their customers.
Business Response
Date: 09/11/2023
We will forward customer complaint to the Pharmacy District Manager for this store for handling.
Customer Answer
Date: 09/17/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 20583109
I am rejecting this response because the company was dismissive, unapologetic, and demonstrated a lack of empathy or care with their response and the one phone call I received from the Corporate Headquarters from ************ on 09/11/23 @ 4:46 pm from ************. The original caller's care towards my experience was the same as the store employees, explaining why their employees are allowed to talk and treat their customers the way they do. I'm still waiting for the original ******'s follow-up call he stated I would receive from him later that day. I would never do business or give one dollar of my hard-earned money to any of these stores.
Regards,
*********************************
Business Response
Date: 09/18/2023
This case was forwarded to the Pharmacy District Manager for handling, we are adding the customer rejection to her initial case and sending back to the *** to address.
Initial Complaint
Date:07/26/2023
Type:Customer Service 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.
For the past several weeks the Winn Dixie app is not connecting at the register for bonus points. Continually have to call and beg for points to be added. Customer service was extremely rude and unhelpful in resolving case ******** and hung up on me.
Business Response
Date: 07/26/2023
Case will be forwarded to the proper department for handling.
Customer Answer
Date: 08/09/2023

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because:
Had to call AGAIN today to receive my 20x points!!! How is this quality service?! Received no acknowledgment from SE Grocers regarding their failure to serve customers.
Regards,

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

Business Response
Date: 08/09/2023
Customer case will be forwarded to the Department that handles app issues.
Initial Complaint
Date:07/12/2023
Type:Service or Repair 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.
On July 8,2023 I made a purchase at the local store located at **** ******* ***** ***** ****** **. At the time of the purchase my customer loyalty reward was not recognized by the cashier terminal. I contacted the appropriate customer service department via phone to rectify the issue at ************. I was assigned a case # ******** to address the issue. I was compensated for that transaction appropriately by my account being attributed the correct in store credit. However, the existing in store credit of 875 points or $8.75 I had previously accrued was deleted, in error I hope. I contacted the customer service department again via phone on July 11,2023 to address the error. The call center representative and supervisor refused to set up a service ticket or rectify the complaint and advised me the only way to move forward was provide a new phone number and establish a new account. The issue lies in the fact that I do not have an alternate phone number, nor is it an issue that should require a new account be set up, as the causation was an internal error. After a 45 minute call on July 11,2023 no resolution was reached except for me being informed that an internal complaint would be filed on my behalf and no feedback nor resolution would be communicated to me, simply that my account would be flagged with a complaint regarding the situation. I simply request that I be compensated for the pre-existing monies that were on my store loyalty account, which were accrued as a result of previous purchases with the organization & follow up from the appropriate parties of SE grocers to address my grievance. This is not a complaint against the local store, as I have nothing except positive experiences on my weekly shopping experience, but a complaint against the customer service department that maintains their customer loyalty rewards/in store credits.
Business Response
Date: 07/13/2023
This matter will be investigated and sent to the proper department for handling, once there is a resolution the customer will be contacted.
Initial Complaint
Date:07/05/2023
Type:Product 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 placed a grocery order using the Winn Dixie app. Winn Dixie used **** **** to deliver the order. **** **** delivered the order to the wrong address. I contacted **** **** and they submitted a refund request to winn dixie and accepted full responsibility for the error. Since I paid “Winn Dixie” for the order **** **** couldn’t refund my money. Winn Dixie has refused to refund the money because it’s “**** ****’s fault”. **** **** CANNOT refund my money because I didn’t actually pay them. I contacted the store manager (see photo of text message) with a photo of the email from **** ****. I’m also including a photo of the email from **** **** and a photo showing I placed the order through the Winn Dixie App NOT through **** ****
Business Response
Date: 07/05/2023
Per our records there is a case where a refund has been approved **********. See below from the case notes

** delivery confirmation front door don't match ******, refund of $45.27 approved. Please be advised the refund can take from 7 to 10 days to reflect back to the customer.
Customer Answer
Date: 07/05/2023
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ****
Initial Complaint
Date:06/30/2023
Type:Customer Service Issues
Status:
UnansweredMore 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 have a rewards account with Winn Dixie which is through SE Grocers. I had $70.59 worth of points accumulated and during their app update, the points were removed. There were constant app glitches during this timeframe and the employees even said they had been getting tons of issues regarding the app and point problems. The store employee gave me a number to contact. I reached out to them and the automated service stated at least a 35 minute wait time. I decided to look them up online and reached out to them via email instead. The response I received: "Dear *** ******* ******,

Thank you for contacting us, and we apologize for the inconvenience. For assistance with your rewards account issue, it would be best handled by phone. Please call us at ************ during the hours below and select option 2 on the menu to speak with a representative of the rewards program.

Thank you so much for being a loyal SE Grocers Customer and do not hesitate to contact us should you have any questions. Our support center hours are listed below and we always look forward to hearing from you."

I replied back asking if there was a best time to call due to the previous wait time. I received no reply. I ended up calling back a different day and it was about a 45 min wait time and after 50 min the line just disconnected. I have emailed the same contact back multiple times and have not had any reply other than the initial contact. They have stolen $70.59 from me for all intents and purposes. I am a 100% disabled combat veteran with sole custody of my son. I allow these points to just accumulate and then use them to pay for an entire grocery trip. I have begun accumulating more points now that the system update is fixed but I am still missing the previous points which equates to missing/stolen money to help feed my son.
Initial Complaint
Date:06/20/2023
Type:Service or Repair 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 want to make a complaint against Winn Dixie yesterday on June 15 2023, at 3250 us ** ***** ******* ******* about the cashier yesterday who decided turn the bacon upside down and we have told her that it was open from the start and told my husband go get a other one and got the one yellow package and that she said it's not the right one and it's the wrong one and want the difference it was buy one get one free and so he went back and got the one it's say thick bacon on the wrap and he did where was not his job either it the bagger job and when we told her about the bacon she decided to step all over the bacon once it fall out of the open package after we told her and when we got home after we bagged our groceries up and there only one bagger working and doing something else and there's no help and it's not the customers job do it and the meat department need to make sure they wrapped it up good and have the air out of it be tight too and I don't appreciate it when you tell the cashier that end of it open and don't pay attention to it turn it upside down all the bacon fall out of it on the floor stepping on it all over and need to hire more people the. Want Winn Dixie have bagged groceries our groceries
Business Response
Date: 07/06/2023
Hello,
See below on June 21,2023 @ 2:47pm we received the following from the store.

Good afternoon
We have contacted customer apologized and resolved the situation.

Thanks,
***** ******

Store Mgr.
**** ***** ****

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This business has 1 alert

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Southeastern Grocers, LLC is NOT a BBB Accredited Business.