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:03/25/2024

  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.

  Purchased four bags of mushroom ravioli. $8 per bag. Discovered it was freezer burned and rancid. We were on an RV trip. Always we shop at Albertsons. Albertsons would not take back. Said had to be approved by manager all open packages need to be approved. I am a respectable retired school teacher and my husband is also and we don't look like bums we have shopped in Albertsons since the 80s. Maybe before. Call toll free number on bag. *********** ignorant kept me on the phone 45 minutes just to chat?? I don't understand this kind of customer service and it's not the first time everything is formed out to *************** while people starve in ********. I am very disappointed in Albertsons and I would like my $27 return to me. *********** kept talking about a gift card gift card gift card have to get permission and went on and on and on and on and got nowhere. I want my $27 return to me please hoping BBB can assist I have called probably 25 numbers for Albertsons and have been met with nothing

  Business Response

  Date: 03/26/2024

  Hello ***************: 
  
  We appreciate you taking the time to reach out to us. Please let us know which Albertsons location you purchased the four bags of mushroom ravioli at. 
  
  Thank you in advance.
  
  Aryssa
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:02/27/2024

  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.

  Case # ********. I spoke with ******, February 24 2024 immediately after the transaction which occurred on February 23, 2024. I was given a "supervisor email" and asked to detail the facts of the case and send a copy of the receipt. I did send details of the case and a copy of the receipt. NO response from the supervisor. Second call on Monday, February 26, 2024 and spoke to ****** again. ****** assured me the supervisor could and would make the adjustments to reflect the clipped coupons that did not apply at the checkout stand. As of today, February 27, 2024 NO response from the supervisor or Albertsons.In my opinion this is fraud and theft for not honoring their own offer. Please help me resolve this issue with this billion dollar corporation that is stealing from me. Thank you,***************

  Business Response

  Date: 02/27/2024

  Greetings *************************: 
  
  Thank you for taking the time to share your concerns with us. We are sorry to hear your coupons did not redeem at checkout, and we sincerely apologize for any inconvenience this may have caused you. 
  
  We looked into this and found that the phone number was not entered at checkout, so that is why the offers were not redeemed. However, our team verified the transaction from the receipt you sent via email and added a $29 credit to your account, which will be redeemed automatically the next time you shop. They also noted that they attempted to call the number provided twice, and there was no answer or option to leave a message. 
  
  If there is anything else we can help you with, please don't hesitate to reply here or call our *********************** at ************. We are open from 6 AM - 11 PM MST, Monday - Sunday. 
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

  Customer Answer

  Date: 02/29/2024

   
  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:01/16/2024

  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.

  On 10/27/23, I purchased an **** gift card at ******* Store 968 in ******* **********. Few hours later I tried to use it online and it showed $0 balance. I contacted **** and they said the card isn't activated and has no value. I took out my ******* receipt and it showed my credit card is charged, but the gift card confirmation slip shows Card not found without an Auth number. I have never seen this before because I have bought gift cards from ******* before and I never had an issue. Luckily somehow I saved all the receipts when I usually just throw them away without reading it. I assumed a small slip print out with any gift card purchase at ******* means it's been activated.I went back to ******* and customer service helped me call in *********** and started a case. 2 weeks later without any updates I went back to the same ******* again and they called for me. Again told them AND me, that I don't have to go into the ******* anymore regarding this, and that they are working on it. They told me to save time because the store can't do anything. Only their department will have a resolution after and will contact me. It has been about 2 and a half months since then. They held onto my credit payment of $106.30. I demand an immediate solution and also a compensation from ******* for this long unexcusable wait for such a simple issue. It wasn't a stolen gift card, **** said it wasnt activated so they didn't take the money from *******. It's not like ******* will be losing money in give me my money back out of their pocket. It's my money that was supposed to go to **** and went no where that ******* has been holding on to.

  Business Response

  Date: 01/17/2024

  Hello *******************: 

  We appreciate you reaching out. 

  We apologize for the troubles you experienced when attempting to use your gift card.
  Our Gift Card Team was able to verify your **** gift card did not activate and you are due a refund. Your Ticket #****** had been assisgned to a researcher who will be contacting you today to verify your informatio in order to begin processing your refund. 

  Thank you, 

  Aryssa P. 
  Customer Support Team

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21154638
  
  I am rejecting this response because:

  So I waited all these months for a refund and it actually only takes a day to get it?  I knew it shouldn't be such a hard process, and I doubt that department is so backed up with gift card cases that it hasn't gotten to my case.  And it takes a customer complaining to ******************** to have such a simple issue resolved promptly?  

  Besides the refund, I expect some sort of compensation for my time visiting the store and holding on phone waiting to talk to a customer service rep.  I have lots OT earnings from work because I wasn't able to leave the store on time while waiting on the phone.  At least give me a ************ gift card to make it up.  I have since moved from ****** to *****.  

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

  Business Response

  Date: 01/20/2024

  Greetings *******************:
  
  Although we apologize for any inconvenience caused by this situation, we can only offer a refund for the gift card and cannot provide any additional compensation.
  
  Thank you, 
  
  ********
  Customer Support Team
  ********

  Customer Answer

  Date: 01/21/2024

   
  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:01/15/2024

  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.

  Location Vons Store #*********************************************************************************************************** Date Jan 12, **** What Happened 12:42PM - parked car Went into Vons and used restroom and bought a Diet Pepsi at self checkout.Went to flea market next door 2:16PM (1hr 34min) - returned and saw that car was gone 2:17PM called Diamond Towing and confirmed they had my car Went into speak to manager(male, 40s black and grey hair with grey and black facial hair. Hispanic or Latino) and ask why it was towed. He told me it was because I walked off the property and that parking was only while you shop. No sign or markings in the parking lot state this. He told me parking is for 1 hour and that signs say that in the parking lot I went outside and took a picture of the signs which do not say 1 hour parking I went back inside and showed the manager again that they do not say 1 hour and I asked if he could show me where it says that and he refused to come with me outside and show me I walked out and I saw a Vons worker(woman, late teens/early 20s, Hispanic/Latina, reddish black hair with glasses and a hat). I asked her where the 1 hour signs were that the manager said are in the lot. She told me that the person who is supposed to put them out in the morning didnt put them out today. Therefore, there were no 1hour parking signs in the lot. I have video of her telling me she thinks the 1hr parking signs are in the back and when I asked to see them she said a manager would have to show **** went back inside to speak to the same manager about the 1hr parking signs not being out and he admitted that they werent out. I asked him how would I know if its 1hr parking if theres no signs after he admitted to em that they werent out. He then went back to telling me that its because I walked off the property and that parking is only while you are shopping. Again, it does not state this anywhere on the signs. The conversation is on video I left to go get my car from the towing lot. I paid $321.00 to have my car returned to me buy Diamond Towing 3:12PM - I returned to get the stores information (store number, phone number, etc). Upon arrival I noticed noticed that there were still no signs put out staying that its 1hr parking. I took a video walking through the parking lot showing they hadnt put the signs out that they admitted to not putting out in the first place.

  Business Response

  Date: 01/23/2024

  To whom this may concern: 

  We shared the customers concern and compensation request with our District Manager who mentioned that the parking policy has been in place since this store has been around. There are over a dozen signs stating that the store ********. The customer clearly states they left the premise and the in-store policy prior to towing any vehicle is to make multiple announcements asking the customer to move their vehicle. There was no response by the customer. The parking lot is very small and is located close to many attractions such as the **************. In addition, all of our stores in the surrounding *********** area practice the same policy and towing typically happens on a weekly basis. 

  We appreciate your attention to this and hope you can assist us in considering this matter closed.
  Thank you. 

  Aryssa P.
  Customer Support Team

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21149179
  
  I am rejecting this response because:

  As I stated in my original complaint, the store policy for the parking lot is NOT posted anywhere in the parking lot. The ONLY signs in the parking lot are signs for the towing company, Diamond Towing, that have information for contacting the towing company and where they are located. The signs in the parking lot DO NOT state anything regarding parking duration or store policy. A picture of these signs, file labeled "Tow Sign", was submitted with my original complaint. Again, as stated in my original complaint, I asked the manager directly if he would come outside and show me where the signs were posted and his response was, "I'm not going outside." He refused to show me the signs that he said were posted. They are not posted; only the towing company information sign is. Furthermore, I also mentioned that I have a video walking through the entire parking lot, after I went and paid to release my car, showing that the only signs posted are the Diamond Towing signs, as well as a video of the manager stating that the 1-Hour Parking signs are not outside the store, but still in the backroom where someone left them when they forgot to put them out. If I this video is needed, I will be more than happy to send the video to whoever needs to review it. In your response you said, " There are over a dozen signs stating that the store will tow", which is not true and my video will quickly show that is not the case. You also wrote that. "in-store policy prior to towing any vehicle is to make multiple announcements asking the customer to move their vehicle." When I spoke to the manager this is not what he said. He told me the security guards do laps around the parking lot. Not once was an in-store announcement mentioned.  Lastly, I did not speak to the District Manager. I spoke with the Manager On Duty at that specific store and at the time of the incident there was not proper signage or any policy posted.

  To sum up the main point, the policy was NOT posted anywhere visible in the parking lot for ANY customer to view. I have proof of this via video that is noted with the date and location in case any changes to the signage have been made since then.

  I am still seeking a reimbursement of $321.00 (Three hundred twenty one dollars and zero cents) to cover the cost of releasing my car from Diamond Towing. The itemized receipt for that is submitted in my original complaint.

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

• Initial Complaint

  Date:01/11/2024

  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.

  Yesterday January 8 I placed an order for delivery for today January 9 from ******** For whatever reason they sent my order to a store about 10 miles away when theres several other closer *******s. When I received my order all of my frozen and refrigerated items were ruined. It was apparent that they did not keep them temperature controlled. Into the trash they went. Seriously who wants lukewarm ***** roast? I meal plan and prepare my weeks menu for my children and I meticulously so theres plenty of leftovers for when I work late. Unfortunately after losing my husband this year *** struggled and had to be on EBT food stamps. When I spoke to customer support they told me due to the amount of the items it would take 5-7 business days for the store to review the refund request and 3-5 days to receive my refund due to it being on ebt which is false. EBT refunds are instant- as I know since I got 2 of my substitutions taken off earlier prior to them delivering my order and the refund came that moment. I feel like this company is taking advantage of people and because Im low income Im not taken seriously. When in fact Im constantly at work and just trying to provide enough meals for the week for my kiddos. Ive been shopping at ******* since I was a child myself and Im quite loyal to the *******, Vons, Albertsons and Randalls store but I will never shop them again.

  Business Response

  Date: 01/14/2024

  Greetings Rach Ant:
  
  We appreciate you taking the time to share this incident with us. We are deeply sorry to hear that your refrigerated/frozen items arrived warm, and we sincerely apologize for any inconvenience this may have caused you. 
  
  We have submitted a refund of $78.82 and a receipt to the email address on file. Please allow 3-5 business days for that to be processed. If you don't receive the funds by the 5th day, we urge you to contact your EBT office to inquire about the release of the funds. 
  
  Again, we are sorry for the inconvenience. If you have any other questions or concerns, please don't hesitate to reply or call our *********************** at ************. 
  
  Thank you, 
  
  ********
  Customer Support Team
  ********

  Customer Answer

  Date: 01/15/2024

   
  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,
  
  Rach Ant

• Initial Complaint

  Date:12/28/2023

  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 December 19th I purchased a gift card for $100 online at Albertsons.com. The following promotion was being advertised:With every $25+ online Albertsons eGift Card Purchase, get a free $5 Mix It Up (Auntie Annes, Cinnabon, Jamba, McAlisters Deli, **** Southwest Grill, Carvel and Schlotzskys) eBonus by clicking here; Offer available on Albertsons eGift cards valued at $25+ purchased from December 7, 2023 December 21, 2023. The offer must be claimed by December 31, 2023. Happy Holidays!After purchasing I went online to retrieve my bonus card(s), expecting four - one for EVERY $25 I spent. I was only allowed to claim one. I reached out to the number listed for assistance and was told via email:Unfortunately, we are not able to assist further as there is only one bonus code to be received per one gift card.In my opinion, this was false advertising as the promotion stated "with every $25 purchased." Otherwise, I would have purchased four cards at $25 each. I would like the additional $15 I am due in gift cards to **********'s or would be willing to accept $15 in gift cards to ***********.

  Business Response

  Date: 12/30/2023

  Greetings *************************:
  
  We appreciate you taking the time to share your concerns with us, and we sincerely apologize for any confusion or inconvenience this has caused you. 
  
  We have reviewed the Terms and Conditions of this offer, which you can view here: **************************************. They say, "Each online (only) purchase of a $25 or more eGift card (only) will entitle the purchaser to one (1) free $5 Mix It Up eBonus to the Mix It Up brand of their choice. A purchaser can qualify for multiple $5 Mix It Up eBonuses, one (1) can be claimed for each $25 or more Albertsons eGift card purchased online during the promotional time period defined above."
  
  Since you purchased one (1) egift card for $100, you were *********** one (1) $5 bonus, which you have received. 
  
  If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.
  
  Thank you, 
  
  ********
  Customer Support Team
  ********

  Customer Answer

  Date: 12/31/2023

   
  Complaint: 21067022
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/21/2023

  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 wrote a complaint about a bad experience I had at Albertsons in **********, ** on 9/25/2022. This was over 1 YEAR and 3 months ago. I was told the someone in corporate above the district manager would CALL ME back and he never did. I wrote a complaint online and I also mailed a physical letter. Why didnt someone in corporate above the district manager call me or email me back as I requested and to address my concern? I thought your motto was "customers for life" but I haven't stepped in one Albertsons since I was disrespected like that from your employees. Since it's been over 1 YEAR and 3 months ago, and I took the time to write, email and mail feedback to your company, then the least you could do is call me on the phone and offer some a gift card for how I was treated. At this time, can you cancel my *********** card membership rewards? Because NOBODY KEPT their word to respond to me by calling me as I was told from the customer service rep, and I was dismissed, I have NOT respected Albertsons and refuse to come into your store and buy anything from you. All those employees are unprofessional, rude and deserve to be fired and reprimanded. Attached to this is my complaint I wrote back in Sept. 2022.*********** motto "Customers for life" is a lie and a joke.

  Business Response

  Date: 12/30/2023

  Greetings ****************:
  
  Thank you for taking the time to share your experience with us. We are deeply sorry to hear of your poor experience and sincerely apologize for the lack of communication you received regarding this matter. 
  
  We shared this with our Leadership Teams, and they informed us that they have contacted you directly to listen to and resolve any concerns you may have. 
  
  If there is anything else we can help you with, please reply here or call our *********************** at ************ so we can assist you further. 
  
  Thank you, 
  
  *************;
  Customer Support Team
  ********

  Customer Answer

  Date: 12/31/2023

   
  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. I spoke to the district manager of customer service named ****** on Dec. 29 and he resolved my issue and listened to my concerns. ****** was listened to concerns, and he was professional and gave me a gift card. Thank you.
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:11/20/2023

  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.

  Im writing about an abusive, belligerent, unprofessional manager on duty at your ************ store # **** at ******************************************************, Sunday, November 19th, 2023.I arrived at the store at around 7:30 PM. After gathering my items, I went to the only customer cashier line open. There was one customer in front of me and she had 40+ items sitting on the stalled conveyor belt, which was not moving. There appeared to be no effort at all to check the customer out, as all her items sat still on the conveyor belt for the next 20 minutes. Nothing was bagged. The customer appeared to be having a lengthy negotiation with the cashier. The cashier left her location several times over the next 20 minutes. At no time did she nor any employee apologize for the lengthy delay or offer an alternative way for me to pay for my items. At this time, I began to film the stalled transaction in front of me with my cell phone. My intention was to eventually show the video to upper management, as a demonstration of this unprofessional experience. I have a bad back due to surgery and do not use the self checkout line.Finally, an unidentified employee approached and was hostile to me from the start. He told me to immediately leave the store or else he would call the police. I told him to go ahead and call the police, since Id done nothing wrong. He did not explain why he asked me to leave the store, but told me to erase the video from my cell phone. He said my video, if posted online, would endanger the lives of the store employees, utter nonsense. I told him the transaction in front of me had stalled for 20 minutes and he replied that there would be nothing done, because she was a customer. He neglected to mention that I was a customer too. Eventually, he lied to my face and said I had previously been offered a separate checkout line.I eventually went to the line that had been opened paid for my items and left the store. The manager continued to threaten police action.

  Business Response

  Date: 11/27/2023

  TO:                  Better Business Bureau (BBB)
  FROM:            Albertsons, Southern Division
  DATE:             November 27, 2023
  SUBJECT:      *********************** - Complaint ID: ********
  
  
  We were notified of ********** Better Business Bureau complaint on Monday, November 20, 2023. ********** complained about an interaction he had with ***************************,Manager In Charge at ************ Store #**** in ******, **, on Sunday, November 19, 2023. In his complaint, ********** stated he experienced unacceptable and unprofessional behavior from **********************.
  
  On the day of the incident, ********************** stated that he was called up to the front end because ********** was speaking loudly and unprofessionally to the front-end associates because he was waiting in a line for a significant amount of time. *************************, Service Supervisor, offered to check him out on the express lane which got ********** more upset. Thereafter, **************** requested ********************** to assist **********.
  
  When ********************** approached ********** to address his concerns, he noticed that ********** was recording the front ends associates and the customer and he politely asked him not to record his associates and the customer as he threatened to post the recording on social media. ********************** attempted to de-escalate the issue by requesting to assist ********** in the express lane which again,********** was very upset that he was being asked to check out in self-check out with a bad back. ********************** clarified with ********** that he was not asking him to go to self-checkout, he was willing to check him out on the express lane which is located on the other side of the self-checkout. ********** said that he had 23 items, and the express lane is only for 20 items or less and ********************* informed him that would not be a problem but again asked ********** to stop recording and that point, ********** pointed his camera at everyone including ********************** and stated that you cant stop me from filming. Im going to post this on ******** so everyone can see how terrible, stupid, and inept you all are. ********************** again pleaded to ********** to stop recording otherwise he was going to call the police. Shortly thereafter, ***************************** his voice and stops recording.  
  
  ********************* reiterated to him that all he wants to do is check him out on register 2 and he again stated that he had a bad back and how dare he treat a customer in such a bad way and that he was just as stupid and lazy as the cashiers all because another lane was not opened for him and that he will make sure that he was fired for this.
  
  ********************* again offered to check him out on the express lane and ********** finally agreed, and he was checked out. This is how the incident concluded. 

  Customer Answer

  Date: 12/05/2023

  **************** is misrepresenting everything that occurred during my trip to ************. First of all, at no time was I shouting at the employees. I first told the customer it was inconsiderate to stall other customers by not proceeding with her checkout. I also told the employees that this was unacceptable treatment of customers. Contrary to what **************** states, at no time did any ************ employee approach me directly to offer checkout at another line. An employee from about 10 feet away pointed to what appeared to be the self checkout line and mumbled something. I immediately stated that I have a bad back and could not use the self checkout line. The employee walked away, did not respond, and did not inform me that the offer was actually for an employee assisted checkout line. After the customer was still not proceeding with her checkout after about 20 minutes, I began to film the ridiculous scene on my cell phone. Although I told the customer it would be on my ******** page (which is completely restricted to my close friends and not viewable by the public), my intention was to show the video to a ************ manager or regional/district manager, as a demonstration of how poorly the stalled situation was handled.

  As for ****************, he is lying. When he approached me, he IMMEDIATELY told me to leave the store. Thats the first thing that came out of his mouth. He gave no other option. He gave me no explanation until I asked. He said I had been offered a separate checkout line and I told him I hadnt. I told him that I would check out at the other line now. While he still barked threats at me, I went and checked out at the other line. I told the checkout cashier Im sorry he has to work with such a dreadful person (******). 
  

  Its disappointing that no ************/Albertsons representative bothered to call me at the phone number I registered for this complaint, to find out more about the incidentinstead choosing to side with a lying and belligerent employee over a customers. That tells me a lot about how the corporation operates and I will never set foot inside one of your company owned stores ever again.

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

  Business Response

  Date: 12/12/2023

  Greetings ***********************:
  
  Our team let us know that they contacted you directly to discuss your concerns. 
  
  We want to close by saying we are deeply sorry that this unfortunate incident happened and thank you for voicing your concerns so we can take the appropriate steps to improve our services, starting with re-training our staff on how to deliver fast and friendly service to our guests. 
  
  If you have any other concerns, please don't hesitate to contact our team directly or call our *********************** at ************ so we can further assist. 
  
  Thank you, 
  
  ********
  Customer Support Team
  ********

  Customer Answer

  Date: 12/12/2023

  Thank you to Albertsons for finally taking my issue seriously, contacting me directly, and finding out the truth about what happened inside ************ that day. I have spoken to the regional manager for ************ today and he was very understanding about my issue and I believe he is sincere about bettering the treatment of customers at that store location. I also forwarded him the complete video I recorded on my cell phone that day, demonstrating the poor treatment I received in store. 
  

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

• Initial Complaint

  Date:11/15/2023

  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 October 23,2023 I placed a order via Albertsons app.My order was stuck in the processing status past my pick up time so then I canceled via chat and via telephone. The people I spoke with on the phone said he refund me which I havent received and its November 15, 2023 almost a month. Ive contacted Albertsons ( *******************************************************) year about the refund and the person I spoke with told me shed call me back but never did . I tried calling and no one has answered the phone .

  Business Response

  Date: 11/20/2023

  Greetings **************************************: 

  Thank you for reaching out.

  According to store records, there appear to have been two orders placed on the same day - Order ******** was picked up and Order ******** was cancelled and refunded on 10/23/23. 

  Thank you. 

  Aryssa P. 
  Customer Support Team

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20873531
  
  I am rejecting this response because: I did not pick up the order from the store . 
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 12/03/2023

  Greetings **************************************:
  
  Our apologies for the inconvenience. For further assistance, contact our *************************** at ************** or ****************************************** so they can assist with your refund. Please reference case number AFS0102641.
  
  Thank you, 
  
  ********
  Customer Support Team
  ********

• Initial Complaint

  Date:11/13/2023

  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.

  I made an online order for pickup on November 8, 2023. As a first time customer online I was eligible for, and received 2 coupons. One for $30 of my first online order in a purchase over$75 and another for a free 12lb turkey with an additional to the turkey $75 order. I spent $80 and when the coupons were applied I was initially charged $55.24. (For which I have documentation) When my order was filled I was given 2 substitutions (forwhich I did not authorize) amounting to an additional $1. There were 6 items I did not receive at all which totaled $10.64. As a result of the 6 items supposedly not charged, the second charge was made in the amount of $66.17. I was literally charged MORE money because "in stock" items were unavailable. The makes absolutely no sense! When I contacted "customer service" they told me to contact the store manager. So now I've made a trip to the store to pay more than I authorized to receive less food than what I ordered, which I cannot eat because I have to return it all in ANOTHER trip to the store and wait for a refund to be credited to my account so that I can purchase food somewhere else. Maybe I'll get to eat in 3 or 7 business days.

  Business Response

  Date: 11/18/2023

  Greetings Season ******:  
  
  Thank you for reaching out to us regarding your concerns, and we apologize for any confusion or inconvenience this experience has caused you. 
  
  We looked over your order and the offers in question, and you did receive $30 off since this was your first order. However, you did not qualify for the free turkey (which was refunded). Per the disclaimer on the turkey coupon that you can view by clicking Offer Details, *Minimum purchase is calculated after all discounts are applied. ******** price is not included in the minimum purchase amount. Limit 1 per transaction. Qualified Purchases Exclude: Turkey, Alcohol, Tobacco, and other standard exclusions.
  
  Additionally, we see that the substitutions in question were selected prior to checkout. If you do not wish to receive substitutions, check no substitutions at checkout. 
  
  Please see our Online Shopping FAQ page for more details regarding our online shopping process.
  
  ***************************************************************
  
  If you have any other questions or concerns, please don't hesitate to reply or call our customer support center at ************. 
  
  Thank you, 
  
  *************;
  Customer Support Center  
  Case ID: ********