Business Profile

Grocery Store

Albertsons

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

164 total complaints in the last 3 years.
59 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/04/2022
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 have been attempting to unsubscribe from emails from this company ********* for the past three months. The unsubscribe link does not work. I reached out via email to customer service 3 times and was assured that my email would be removed. I have contacted them via phone on two occasions and have been assured that my email was removed. I am now on my third call of the day with this company after two unsuccessful attempts to have someone besides customer support speak with me. I have spent hours trying to resolve this issue and I still receive emails, sometimes more than once a day.Please help me make this stop.
Business Response
Date: 11/08/2022
Greetings ***************************:

We apologize for the trouble you have had in being removed from our email lists. We have reviewed your account in our system and found that your information has been removed as requested, and we have put a permanent stop to email communications. Please know this may take an additional 2 weeks to fully take effect, but we have updated your account not to receive any further emails from us. Once again, we are sorry for any inconvenience this has caused.
Please feel free to respond here or contact our Customer Support team at ************** if you have any other questions or concerns in the meantime.

Thank you for shopping with us.
Tim
Customer Support Center
Customer Answer
Date: 11/08/2022

Complaint: 18360303

I am rejecting this response because: I have already received this canned response several times (first time in August) and I still receive emails. When I called this number on Friday, I was disconnected three times and spent an hour getting nowhere. They will not put me through to their IT team and just forward my issue. They have removed my account in the past and it hasnt changed anything. Until I receive a non-automated response explaining the issue (or a return phone call) I do not consider this resolved while I continue to receive unwanted emails.

Sincerely,

***************************
Business Response
Date: 11/17/2022
Greetings ***************************:

We apologize for the trouble you had reaching our Customer Support team, and we completely understand your frustrations in getting this resolved. Unfortunately, we are unable to escalate your request to IT, as this is not an IT issue. As mentioned in our last response, per your recent contact with us here through the BBB, we were able to locate the cause of this issue continuing to receive email communications from us and implement a resolution to your account on our end. As previously mentioned, it still may take up to 2 weeks from this time before you stop receiving email communication from us, which would be Nov 23rd. We certainly appreciate your patience in getting this taken care of, and we are sorry for any inconvenience this has caused.

Thank you for reaching out to us.
Tim
Customer Support Center
Initial Complaint
Date:10/31/2022
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 purchased grocery online to be picked up at the grocery store.I picked up the order but an item was missing.I called the store and reported this.I was issued an incorrect refund (for the wrong item)I called the store and reported this and requested the refund again.I was placed on hold and 1/2 hour later disconnected. I tried the website, the chat feature, phone calls, ******** and I'm still trying to get the refund..I tried the contact us page on their website but it's dysfunctional.
Business Response
Date: 11/04/2022
Hello ***********************,
Can you give us the order number, what item you are looking to be refunded for and the reason. We should be able to resolve this for you.
Thank you,
Customer Service
-*****
Customer Answer
Date: 11/05/2022

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:10/24/2022
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 placed an online delivery order on October 4, 2022 using two payment methods. Debit card $27.66 and EBT $37.00 for a total of $69.66. The order number is ********. The initial order had been delayed by Albertsons. I called them to reschedule the delivery because I had a doctor's *********** which was why I chose the delivery time that the didn't adhere to. I tried again to choose a window for the next day, and again Albertsons delayed the delivery. By then I decided to get a refund. I called to ask for a refund and was told I would receive a full refund in 7 - 10 business days. I never received it. I called again and again again and each time I was told the same thing. On the last call, I was given a reference number ******** and was told I would receive a full refund in 3- 5 business days. Still haven't received anything. I am still a customer and have made delivery orders since this incident. I live on a budget. I can't afford not to receive a refund.
Business Response
Date: 10/24/2022
Greetings *************************:

We apologize that you did not receive your grocery delivery as scheduled, and that you have not yet received a refund for the order. We have processed a refund in the amount of $64.66 for your order. Please allow 3-5 business days for us to process the refund. If after 5 business days your refund is not received, please reach out to your local EBT office to inquire on the release of the funds.
Additionally, we have reported these issues to our Grocery Delivery Manager for review to ensure that issues like this do not continue. Feel free to respond here or contact our Customer Support team at ************** if you have any other questions or concerns in the meantime.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:10/19/2022
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 ordered groceries with EBT. My order number is #******** & i made my order on October 18th with the delivery frame of 6-8pm. My order was set out for delivery at 7:07-7:17. I went outside around 7:15 and ended up waiting over 10 minutes and still no arrival with my order. So i contacted 2 customer agents first one did not help. The second agent told me it showed my order was on its way. She tried contacting the driver but gave no response with my order. & the driver still had my groceries. The process started getting overwhelming she wasn't helping. As i was chatting with her she sent the store number to call upon delivery which i already did about 2 minutes before she sent the number. When i called, ***** answered saying they're not the ones who do deliveries doordash does. I had a similar situation where the driver drove off with my ************* was assisting and i still got my order an hour later that night. so i was confused. She then offers to give me a refund upom delivery but not for my food which i found off. After a long hour she then gives me the option for refund of 1-3 weeks or redelivery. I asked if i could do redelivery for that night which she said unfortunately they can't. I said how if this was not my mistake, she then sent a paragraph which i told her i'll no longer be shopping with them after this. She quickly said no worries they'll be able to deliver my groceries that night and they'll inform me no later than 10pm. She told me the driver would update me and home delivery will reach out to me. I the waited 2 hours.NOTHING. not even an update. I called customer service around 10 letting them know my issue. Long story short, She told me my order was cancelled at 7:57 and was never set out for redelivery which i had no knowledge of. She said she could do redelivery for 10/19 i said yes at the earliest. On to today 10/19 no update and it still shows my order update from yesterday. I called this morning and was told my order is still waiting.
Business Response
Date: 10/25/2022
Greetings *************************:

We are very sorry that you did not receive your grocery delivery order, and for the difficulty you had in tracking order on its delivery date. Please know that we have reported these issues to your store's *************************** team to ensure that these issues do not persist. Unfortunately, at this time we are unable to fulfill the order you placed for 10/18. If you would still like to receive the items on this order, you will need to place a new order for the items online through our website/mobile app. You can got to the Orders page to view and re-place the same items back into the cart.
We have processed a refund in the amount of $69.32 for your order. Please allow 3-5 business days for us to process the refund. If after 5 business days your refund is not received, please reach out to your local EBT office to inquire on the release of the funds. Additionally, we see that $41.44 of customer credit on your account was used for this order; this credit has been added back to your account for use on a future order. Please know the credit can only be used for an online delivery/pickup order. You will have to manually apply the credit during checkout, and it can be viewed in the payment section of checkout when placing an order online.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:10/08/2022
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 grocery delivery order on 9/16/22 for a total of $172.59. The order number is ********. The order was said to have been delivered to my house but I never received my groceries. I contacted customer service who said I would receive a call from the store manager. The manager asked what happened and I was told they would issue a full refund. The refund was never received. I have contacted customer support numerous times and was told the refund will be issued and expedited and the refund could take 5-7 days each time. I have yet to receive a refund. I asked to speak to a supervisor and was told I would receive a call days ago and that never happened.
Business Response
Date: 10/13/2022
Greetings *************************:

Please accept our sincere apologies that the store failed to process your refund as requested. We have processed the refund for you today, 10/13/2022 in the amount of $172.59. You should see the refund in three to five business days. Please check your credit card statement for the refund. When checking your credit card statement, please take into consideration your statement cycle cut date and allow for extra time if required.

We truly appreciate your patience in this matter and have notified our Online Shopping Director, so this issue is not repeated. If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************.

Thank you for shopping with us!
***
Customer Support Center
Customer Answer
Date: 10/13/2022

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:10/02/2022
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.
10/02/2022. While grocery shopping took advantage of two coupon deals offered. Said to scan the sign to add them to my account which I did. Both coupons showed clipped but neither coupon was applied at checkout. The cashier was able to apply one manually that I caught. However another one I did not catch cost me over $3 more than advertised. I called the store. They are very aware of the problem of coupons not being applied digitally at check out. There are no signs or warnings. I caught it when I returned home. How many citizens are being over charged by this store without catching it? Seems like a bait and switch to me. The store is located **********************************. I have to return for my refund. That seems incredible when they know this problem exists and offer no solution. They just correct when it is caught by the consumer. Many Sr ******** shop here and could be taken advantage of by this practice.
Business Response
Date: 10/04/2022
Greetings ***************************:

We are very sorry that you had issues redeeming your clipped 4U digital offers on your recent visit to our store. We have shared your feedback with our teams to ensure that issues like these do not occur. In the meantime, we are happy to check on our end to see if we can prevent issues like these from occurring. Please respond here with the offer you intended to use and the item you purchased for the offer.
Feel free to reach out to our Customer Support team at ************** if you have any questions or concerns in the meantime.

Thank you for shopping with us.
Tim
Customer Support Center

Customer Answer
Date: 10/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution offered needs a response as they really did not offer a resolution. 10/2/22, I shopped at store 580 with the intention to buy *************** Chips at $1.49 on Coupon deal I was charged $4.79 for the Salt and Vinegar variety because they were out of the plain. I did not catch the discrepancy in price until I got home and I immediately called the store. They told me they were aware of the issue, but couldn't get it corrected. That is unacceptable. It's false advertising to not honor the program that you have created when shopping in the store. I was told to come back to the store for the credit. At gas prices, that will need to be when it is convenient and I have not yet made it there so Albertsons is holding my money indefinitely. I can't believe I am the only consumer to shop at this store and get over charged. I also was purchasing a S Farms Thick Bacon deal on a Digital deal and I was not charged correctly on it either. However, I did catch it at the checkout stand and the cashier after checking I had the deal on my phone, credited the item before I finalized my check out process. That should provide you with the answers. If you also need a copy of the receipt, it will be a bit more difficult to comply as I do not have a scanner.

Sincerely,

***************************
Initial Complaint
Date:09/29/2022
Type:Product Issues
Status:
UnresolvedMore 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.
during the ****** ****************************** ran an online promotion contest "Flavor Adventure", during which I won prizes for my ******* account 20 off 20 purchase, 30 off 30 purchase , and a free 1 year of FreshPass subscription. However I have tried multiple times at different stores and these purchase offers do NOT work, despite my account working (like coupons I load come off sucessfully when I use my card at the store). I emailed support and they said too bad. This seems like an illegal bait and switch- sent me promotions which dont work. All Im asking for is an online giftcard sent to my email for the amount of these promotions. 20+30+100 (annual value of the freshpass subscription) $150. My account card #*********** phone **************, email *********************** These offers expire on Sept 30th, so they wont be visible on my account but I sent screenshots thanks
Business Response
Date: 10/03/2022
Greetings *********************:

We are very sorry that you have had trouble redeeming the digital offers you won through our Flavor Adventure game, but we are happy to look into this with you. Please respond here with screenshots of the offers on your account, if available. Please also provide the date of a recent transaction where you attempted to redeem the offers. We look forward to hearing from you.
Feel free to contact our Customer Support team at ************** if you have any other questions or concerns in the meantime.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 10/06/2022

Complaint: 18149369

I am rejecting this response because:

not really rejecting your offer, you asked for photos on my account, which i already sent in my original complaint, AND when I first contacted ****************************** in august. I sent them again. I went to several stores, several times trying to get these to work. never worked as I previously stated. they wont show up in my account because they expired 9-30

Sincerely,

*********************
Initial Complaint
Date:09/25/2022
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 had a very bad experience at ********************************************************************* on Saturday, 9/24/22 around 7:15 PM. The fill-in manager ********* make, wearing a long sleeve blue shirt, glasses and brown hair with bangs. He escalated the situation. I asked to speak to him quietly and I explained the employee ************ kept insisting that he helped me and got louder and embarrassed me because he yelled at me and people were staring at me in the self-serve checkout. The fill-in manager from the other store (I was told by the district manager ***************************** later on the phone that his name might be ****), Immediately dismissed my complaint, turned around, shook his head no and said, I don't believe you; I don't believe he yelled at you. he then proceeded to tell me that he knew ************ for such a long time and that ************ was special needs and was very loud and was developmentally slow and had some kind of mental brain problem. He set this out loud to me and in front of other customers in the self-serve checkout section. I told him that even if he was nice to you, that doesn't mean he was nice to me. people can be nice to someone and then treat somebody else rudely. I told him, You know ************ for a long time, and he knows you but he doesn't know me. I told him, Even if you don't believe me you should not say that to a customer. By you saying that you don't believe me and I don't believe he yelled at you, you make it sound like I'm a liar. Instead of apologizing he escalated even furthermore. I told him, I know what the difference between being yelled at and not being yelled at period I worked as a teacher for 18 years and I also served in the US Army. It was at that point he snapped back very unprofessionally and yelled at me, I served in theNavy! You wanna play that game with me??! He said it in a very confrontational way. More details are in the *** attached to this complaint. Please read the *** since I can't write all the words in this summary.
Business Response
Date: 09/26/2022
Greetings ****************:

We hope this message finds you well, and we sincerely thank you for reaching out to notify us about this incident.

We certainly understand your frustration with this and we know how important it is for our customers to have an efficient service and a pleasant shopping experience. Regarding your concern with the unsatisfactory actions of our manager and employees, rest assured we always take these concerns seriously.

To make this right, we have thorough documentation of this incident and we have submitted it to the Management Team of your local store for review. Your concerns are very important to us. This incident will be reviewed, and the appropriate action will be taken. We hope you will give us a chance to restore your confidence in our service.

Please respond here letting us know if you would like to be contacted by our store's Management Team regarding this incident. If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 09/26/2022

Complaint: 18126259

I am rejecting this response because: unless I am contacted by the corporate or store manager regarding this incident, I am rejecting this response. Nobody offered to make this experience right for me and my confidence with this company has not been restored. Nobody has reached out from this store. It was always me reaching out to them.

Sincerely,

****************
Business Response
Date: 09/29/2022
Greetings ****************:

We sincerely apologize for your unsatisfactory experience with our store associates you interacted with on 09/25/2022. We have forwarded your comments and concerns to our Management Team that oversees your store. This incident will be reviewed, and appropriate action will be taken. A member of our store's Management Team will be contacting you about this incident as soon as possible. We hope you will give us a chance to restore your confidence in ****************;

If you are still experiencing issues or have any questions, please do not hesitate to reply, chat, or call us at **************.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 10/04/2022

Complaint: 18126259

I am rejecting this response because:
I was never contacted by the store's manager, or anyone from this store regarding my complaint since I wrote my complaint. It's now October 4, 2022 and nothing from the company.
Sincerely,

****************
Business Response
Date: 10/07/2022
Greetings ****************:

We apologize that you have not yet been contacted by our store's Management Team regarding your issue. We have asked our team to reach out to you as soon as possible in order to make this right for you. We appreciate your patience in getting this taken care of. Please know that we have documented and reported your concerns to leadership to ensure that issues like this do not persist.
Please respond here or feel free to contact our Customer Support team if you have any other questions or concerns.

Thank you for shopping with us.
********;
Customer Support Center
Customer Answer
Date: 10/13/2022

Complaint: 18126259

I am rejecting this response because: nobody from Albertsons management has called me, reached out to me, nor have they ever left a message on my cell phone voixemail. It just goes to show that Albertsons does NOT care about how they treated me (a paying customeer). For me to complain on how rudely I was treated by that supervisor that was brought in from another store to fill a shift and him not giving me his name after I asked several times because he knew he was wrong to treat me that way. Just shows that this store nor does this management care at all. I used to shop there weekly but not anymore. If Albertsons can't even make any effort to contact me from this store it show you how unprofessional they are and that they don't care about customers complaints.
Sincerely,

****************
Initial Complaint
Date:09/22/2022
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.
Albertsons/******* consistently provides false advertising of prices in their stores. On a regular basis the advertised/posted price is not the price the item rings up as. Almost every time I go to Albertsons there is one to three items on the receipt that are not ringing up as the price advertised/listed on the shelf. Half of the time you have to use the Albertsons app to get the listed tag price. Before you just had to scan the product and click the coupon. Now you have to scan it, click on the coupon and then go to another screen and click each coupon a second time. Then the coupons may or may not shows up on your receipt after all that. To get sale prices you now need their store card, the app and multiple screens to not even get the deal. This is false advertising and for every one person that catches it How many more people do not catch it and are scammed out of their hard earned money. I have stopped shopping their because of their bad business practices yet ******* and Albertsons are the closest store and use it occasionally for things missed or forgotten at other stores.
Business Response
Date: 09/23/2022
Greetings ***************************:

Thank you for your message. We appreciate the opportunity to assist you. We are sorry to learn that you experienced issues redeeming your 4U your offers on a recent purchase. So that we may properly address this issue, please reply with as much of the following information as possible:

Transaction Date and Time:
Store location of purchase:
List of offer(s) that did not redeem:

Please also provide a photo of your receipt, if available. Feel free to reply, chat, or call us at ************** if you have any further questions or concerns in the meantime. We look forward to hearing from you.

Thank you for shopping with us!
***
Customer Support Center
Initial Complaint
Date:09/14/2022
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.
I placed a delivery order August 27th on my Albertsons app for delivery . Using my EBT card and my Debit card. The order was over 3 hours late so I called store. Employee stated they dont deliver that it would be a third party. Employee also stated if orders arent picked up to be delivered by 8:00pm they are canceled. I went ahead and through the Albertsons app canceled the order . They stated I would be refunded 3-5 business days . Well 19 days later and 3 conversations with the call center , nothing has happened. I called EBT and filed claim , they will refund me in about 25 days. I have no refund on my debit card for delivery fees and etc. I need help getting them to respond .
Business Response
Date: 09/22/2022
Greetings *********************:

We sincerely apologize that you have not yet received the refund for your grocery delivery order. We have submitted a refund request to the store in the amount of $40.78 to your EBT card and $11.62 to your debit/credit card. for the order in your message. Please allow 3-5 business days for us to process the refund. If after 5 business days your refund is not received, please reach out to your local EBT office to inquire on the release of the funds.

If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************.

Thank you for shopping with us!
***
Customer Support Center
Customer Answer
Date: 09/22/2022

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,

*********************
I have already received the *** credit from them . I just want debit credit .

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