Complaints

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

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• 

  Albertsons Companies, Inc.

  250 E Parkcenter Blvd Boise, ID 83706-3940

• 

  Albertsons Companies, Inc.

  PO Box 20 Boise, ID 83726

• 

  Albertsons Companies, Inc.

  20427 N 27th Ave Phoenix, AZ 85027-3241

• 

  Pavilions

  21181 Newport Coast Dr Newport Beach, CA 92657

• 

  Albertsons Pharmacy

  9243 E Baseline Rd Mesa, AZ 85209

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:07/01/2024

  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 05/22/2024, I had placed an order with Albertsons ********* in the amount of $75.85. The transaction was declined, and the groceries werent delivered. I was required to place a second order for the same items, the same day, totaling $78.19. There was a $2.34 difference due to increase in delivery charge. $78.19 was taken from my account and the groceries were delivered.On 06/17/2024, a charge was made to my account by ********************** for $75.85, alleging that the cancelled order was picked up by their delivery person and delivered to me. I only received and signed for the order totaling $78.19. My orders page with ******* (Albertsons) reflects a cancelled transaction in the amount of $75.85 being not delivered and one transaction in the amount of $78.19 as being delivered.Albertsons is essentially stealing from their customers by charging them for grocery orders that were never delivered. I am requesting a refund of the $75.85 that ********* took from my account. Because of possible corporate theft, I am also filing a complaint against Albertsons with the State of California ************************ to prevent other consumers from being overcharged.

  Business Response

  Date: 07/04/2024

  To whom this may concern: 

  Thank you for providing us the opportunity to resolve this matter with the customer. 

  Our eCommerce Operations Manager, ******, spoke with ****************** to apologize about his experience and let him know we are refunding the order he did not receive from 5/22/24.
  
  She also let him know that we have added a $50 credit to his account (as an apology and also to cover a $39 fee his bank charged him for the extra charge of the order charged on 6/17). He let ****** know he is very happy with this resolution and will let the BBB and CA General Attorney know that the issue is resolved. ****************** was also advised to contact ****** directly, in the future, if he has any issues with his orders.

  Thank you, 

  Aryssa
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 07/04/2024

   
  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:06/30/2024

  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 have been trying to update my profile to include my cell phone number of ************ as my primary number. When I enter it into my profile it states that the number is already active on another account. When I have contacted customer service I have found that not only do I have 1 other account but two. I have been trying to update my mobile number for weeks now so I can receive notifications for my son and daughters pharmacy orders. Unfortunately, everytime I have contacted customer service, something else happens. I have tried to have the other profiles deleted. The one I received an email back saying they didn't have enough information to delete the account. Today I found out when my wife used our phone number ************ and my cell number ************ to get our benefits, both did not work. I called today, 3 or 4th time, to try and get this resolved and was told that the account that has the ************ number was deactivated.... My guess is that the ************ account was also deactivated????This whole thing has been a total waste of my time. Please correct my account and make sure my subscription is not impacted.

  Business Response

  Date: 07/01/2024

  Hello ***************: 
  
  Thank you for taking the time to reach out to us. 
  
  To make sure we can correct your account without interrupting your FreshPass Subscription, we have submitted a Ticket on your behalf: INC11175918. Our IT Team will work this for you and then reach out once it has been resolved. 
  
  We greatly appreciate your patience in the meantime. 
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  Customer Support Team
  Case ID: ********

  Customer Answer

  Date: 07/03/2024

   
  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:06/29/2024

  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.

  Store number ***************************** ********** AZ and the ** is broken! It has been broken for more then a few days and the temperature outside has been consistently over 100 degrees and this is causing an unbearable heat in the store for customers and staff.

  Business Response

  Date: 07/02/2024

  Greetings ********************************: 
  
  Thank you for taking the time to reach out. 
  
  The ** has been repaired - The ** was not working properly last week, but it has since then been resolved. Hussman (refrigeration company) was in to check this morning and the south side of the sales floor is temping right around 72, the north side is a bit warmer at 74.
  
  If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

• Initial Complaint

  Date:06/26/2024

  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.

  The store licated at *********************************************************************************** Has no air its hot in the store no fans for employees sweating no cold water the food is starting to smell

  Business Response

  Date: 06/29/2024

  Greetings *******************,
  
  Thank you very much for alerting us to the issue and for caring about our associates and the products we provide to our wonderful customers. 
  
  At the time of this writing, our team and a 3rd party company have been able to get cool air flowing with set points at 72 degrees. They are still working on a few other issues to ensure that our associates and customers are comfortable while working/shopping but have made significant progress. 
  
  If you have any other questions or concerns, please don't hesitate to reply or call us at ************. We are always happy to help! 
  
  Thank you, 
  
  ******************
  Customer Support Team
  ********

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21903544
  
  I am rejecting this response because: the statement that the air is getting fixed as been told over 2 months now as the temperature rises to 3 digit degrees you can not guarantee its 72 degrees in the store . There are no fans for comfort and its not triple digits your company should be ashamed of it self its going to take an elderly person or employee passing out for you to realize heat is not to be played with along with a lawsuit. I am going to setup a community boycott because this is not acceptable!!!!! Get some fans and water until the problem is resolved!!! 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/18/2024

  Hello, 
  
  Our district manager, *************************, spoke with ******************* on 7.12.2024.
  
  Maha listened to ************** complaints and let her know that the air conditioners were fixed and that the temperature at the store was back to normal.  Subsequently, our team has also been out to Store #**** to see and feel the temperature and everyones response was that it felt cool and comfortable in all parts of the store.  We also had someone visit yesterday and their feedback was the same.  It was cool and comfortable inside the store.
  
  We thank ************** for reaching out and is welcome to reach out to ***************** at ************ (Office Location).
  
  Thank you. 
  
  Aryssa
  Customer Support Team
  Case 11697179

• Initial Complaint

  Date:06/25/2024

  Type:Delivery 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 renewed a grocery delivery subscription for free delivery with ******* stores ($99) in mid-May after carefully comparing grocery prices with ******* and Amazon grocery delivery. In June the company stopped delivering to my area from ******* stores, and now delivering from Andronicos - which is *********** high end grocery chain. I renewed with ******* delivery because of the prices for weekly specials - which *********** doesn't have. ********* did a bait and switch on me after I renewed, forcing me to use my delivery subscription at a higher priced grocery store, which I cannot afford to do.

  Business Response

  Date: 07/02/2024

  Hello ***********************: 

  We offer multi-banner options in the area so customers can select if they want to order from ******* or ******************** This is an option when entering your zip code and choosing the 'Delivery' option. 
  
  If you are not seeing this, you may need to clear cache and cookies from your web version or update the app on your phone. 
  
  If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

• Initial Complaint

  Date:05/31/2024

  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.

  This complaint is in regards to a SEPHORA $30 gift card I had bought for my daughter on 12/22/23 at an Alberstson grocery store that ended up being compromised. When my daughter tried to use the card in January it had a balance of $0. I am incredibly disappointed with ********* gift card customers service departments' lack of attempt to acknowledge and rectify the problem.As soon as my daughter informed me it was not working I contacted Sephora gift card customer service. They informed me they needed to contact the seller which was Albertsons. I contacted my local Albertsons by phone on February 6th. They told me to call back the next day to speak with a specific person. February 7th I called again and I was told I had to come into the store during specific hours to be assisted. On February 9th I went into the store and provided all my information and the person created a ticket. I later received an email with a confirmation. On March 4th I called to follow up and was told it was still being investigated. I called again on March 20 and I was told it was still being investigated. On April 15th I called and was told it was still being investigated. On May 1st I called and was told there was no update and I asked for it to be investigated and I was told I would receive a phone call. On May 7th I called again and I was told there was nothing I could do but wait. On May 16 I called again and was told a supervisor would call me. No one did, no emails were sent. On May 23 I went online to Albertsons customer service and submitted another ticket. On May 29 I received an email stating that the card had been activated and used and that I should contact Sephora!So basically they took 4 months to tell me that they were not going to do anything about selling me a compromised gift card. I would like them to honor the item they sold me and replace it.

  Business Response

  Date: 06/09/2024

  Greetings *************************:
  
  We appreciate you taking the time to share your concerns with us, and we sincerely apologize for any inconvenience you have experienced.
  
  Our ******************** thoroughly investigated your claim and found that the card was not tampered with. We requested the funds back from *******, but they denied our request, citing the gift card had already been redeemed in full.
  
  Please reach out to the card partner, Sephora, for redemption issues.
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

• Initial Complaint

  Date:05/30/2024

  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.

  I am being billed for their ****************** which I did not order or authorize. I called to advise them of this and received no help. I have filed a dispute with my Bank and now I am filing this complaint against them. The service was set up under the rewards number ***********. I am a senior citizen and do no appreciate the lack of empathy or concern they showed over this issue.

  Business Response

  Date: 05/31/2024

  Hello ***************************:
  
  We are very sorry that you were billed for this ***************** you did not authorize, and we sincerely apologize for the delay in helping you get this matter resolved.
  
  Please know we have processed a refund back to your original form of payment in the amount of $99 for the subscription charge. Please allow 3-5 business days for this to reflect on your bank statement.
  
  If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

• Initial Complaint

  Date:05/27/2024

  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.

  Case: ******** Upfront I want to state on my most recent visit I was incorrect and the ******* employee was correct. However there were othere issues and the past issues caused the issue today.******* needs to fundamentally reevaluate several things:1.) If you are going to have self checkouts, you need to train employees to be objective. The assumption (and this has been shown in multiple issues I have had) is that the customer is wrong from the start and that the ******* system is accurately discounting coupons. This is not always correct and I have found multiple errors that have led to overcharging customers. My training recommendation is that treat customers with respect and don't make the assumption that the ******* system is accurate. When an issue has been pointed out, the Manager said it was a mistake which is essentially admitting that ******* is overcharging customers. Customers are treated as criminals at the self checkout, when ******* itself is charging higher prices then in their advertising due to system mistakes.This paradigm is not a healthy customer, provider relationship and *******/Abertsons needs to train employees that customers are not criminals, sometime they make mistakes and sometimes customers ****** Do not reach over customers and scan something on their machine without consent. One of the agents monitoring the self check did just that and I still don't know why, I hadn't asked for assistance. What I did notice is after I had to reenter my phone number, if I hadn't noticed that none of my coupons would have come off any my price would have been roughly $50 higher.3.) The stress level I have now going to ******* is not good. This has been entirely caused by ******* management that treat customers like criminals.Finally QA your systems. If a product is not discounting properly it is not the customer stealing from *******, it is ******* stealing from customers.

  Business Response

  Date: 06/06/2024

  Dear *************************,
  
  We apologize for the inconvenience and frustration you have experienced during checkout with being overcharged, our ******* for U loyalty program, and the customer service you received. 
  
  Our Store Director and District Manager have attempted to make contact to discuss your concerns but have been unsuccessful. If you would still like to speak with someone regarding the issues you have been experiencing, please let us know, and we will have them reach out to you again. In the meantime, we will review your feedback with the appropriate teams for review and improvement. 
  
  If you have any questions about your loyalty account or need any assistance, please don't hesitate to call our ************************ we would be happy to help. We are available Monday - Sunday from 6 AM - 10 PM MST. 
  
  Thank you, 
  
  ********************
  Customer Support Center
  ********

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21765245
  
  I am rejecting this response because: I checked my voicemail and email and I am not showing any attempt to contact me by the district manager.  I received an email from ***** the store manager and spoke to her in person on Saturday June 8th. 

  My intention was to just discuss my issues, but while shopping I noticed mislabeled products.  I informed of it and sent the picture I am attaching.  She did not believe me even when I showed her the image.  First she said I was wrong even though it is clearly mislabeled and used the excuse that labels are left justified,, when I pointed out a product above that was right justified she then we went back to the shelf in question and she started to move product around and move labels around to justify why it wasn't mislabeled.

  She was very confrontational and it was very much not appreciated.  This manager does not believe any customer in their concerns and when shown what she is claiming was not true she started moving product to justify in front of the customer pointing it out.

  Very unprofessional and I really wish I had recorded the interaction because seeing a store manager move product and labels on the shelves when pointed out that the wrong product is above the label leading customers to incorrectly believe the price was one thing when it was actually another could be actionable.

  So I would request to speak to the District and preferably a Regional manager as this has now progressed and in a very negative fashion due to the Store Manager's actions.

  I also wish this was an isolated incident, but when telling my wife of previous interactions ***** her response was that she has heard a lot of complaints about her from others in our community.

  I have now gotten to the point where I am taking pictures of all products I purchase to have evidence of the price listed if there is an issue at checkout, and apparently even that isn't enough.  I spend roughly $15,000 per year with ******** I shouldn't be treated as a criminal especially when you have store managers changing labels in from of a customer to justify her hostile response.

  If this is not addressed my next step will be to report these actions to the Arizona ************************ as there are regulations in place for grocery stores in how they can display product and advertise product and maybe they can get a copy of the stores security cameras to show her actions.

  Sincerely,
  
  *************************

  Business Response

  Date: 06/24/2024

  Greetings: 
  
  Please know we will be having our District Leadership Team contact the customer directly.
  
  If there are any other questions or concerns, please reply here or contact our Customer ************** at ************.
  
  Thank you. 
  
  Aryssa
  Customer **************
  Case ID: ********

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21765245
  
  I am rejecting this response because: pending, waiting on response from district manager.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/24/2024

  Greetings *************************:
  
  Thank you for reaching out to us again. 
  
  We previously believed the matter had been resolved when you last communicated with our District Manager. However, if this is not the case, please share more details here, as this will enable us to provide further assistance since **** is currently abroad and unable to access his email.
  
  You can also contact our *********************** at ************. We are available from 6 AM - 10 PM MST, Monday - Sunday. 
  
  Thank you, 
  
  ******************
  Customer Support Team
  ********

• Initial Complaint

  Date:05/25/2024

  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.

  On may 11 I called Albertsons customer service to report a fraud on line order on my account .. they told me they would fix it and refund me in 7 to 10 business says.. waited more than that nothing in my bank account called them again may 21 st they told me my funds will be in my account within 48 hrs.. and gave me confirmation it's been passed two days nothing. call them again and this time they are telling me to get a hold of my bank ... yet this whole time they been telling me my refund is going to hit my account ... they been dicking me around pretty much the whole month. Not fixing the problem like they said they were .. I only get paid once a month and am school bus driver I need that money for my bills .. and all they are doing is giving me the run around. Something needs to be changed or they need a heavy fine. Billion dollars company and they can't refund something that their app has flaws in .. yopu all should really be looking in to it they are pretty much stealing money from me as well.

  Business Response

  Date: 06/02/2024

  Dear *********************,
  
  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience. 
  
  We have processed a refund of $419.49 on 5/31. Please allow 3-5 business days for the credit to appear in your account. 
  
  Should you have any other questions or concerns, please don't hesitate to reply or call our *********************** at ************. We are available Monday - Sunday from 6 AM - 10 PM MST to assist you. 
  
  Thank you.
  
  ******************** 
  Customer Support Team
  ********

• Initial Complaint

  Date:04/02/2024

  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.

  Someone used my card for one of their subscriptions services on 2/16/24 my card was charged on 2/18/24 for $99. I contacted Cashapp which led to my account being closed after contacting the Better Business Bureau about the issue. I also contacted the merchant on 4/2/24 via email and phone about the issue and they confirmed that someone indeed used my card for one of their subscriptions services however theyre saying that I have to contact my bank to get my money back and my bank is not willing to do a refund instead they closed my account.. Im in the process of filing a police report on the individual that used my card and I didnt authorize them or give them permission to use my card.

  Business Response

  Date: 04/04/2024

  Hello ***********************: 
  
  Thank you for contacting us regarding the FreshPass subscription charge. We appreciate the opportunity to respond. Fraudulent transactions must be disputed with the financial institution. 
  
  Please contact ******* Services at ************** if we can be of further assistance.
  
  Aryssa
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21521397
  
  I am rejecting this response because I have already contacted my financial institution about this issue and I want a refund from Albertsons **. This company allowed someone to fraudulently use my card for a subscription service I had no knowledge about nor did I authorize or give permission for my card to be used. 
  
  Sincerely,
  
  ***********************