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:02/20/2025
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 PLACED AN ORDER FOR DELIVERY, CHARGED DELIVERY FEE, DRIVER TIP, AND I WAS MISSING MULTIPLE ITEMS. I REQUESTED A REFUND, ONLY TO BE GIVEN THE RUN AROUND BY CUSTOMER SERVICE. I WENT IN STORE TO PURCHASE MISSING ITEMS, SAME DAY. AS I DO NEED THEM. I CONTACTED CUSTOIMER SERVICE TO ASK OF THE PROCESS. WHEN DELIVERY ORDER RELEASED TO DELIVERY DRIVER, ARE ITEMS VERIFIED ALL AS BEING IN ORDER TO BE DELIVERED, I WAS TOLD NO, THEY CANT CONFIRM THE PROCESS. I ASKED IS EACH STORE HAVING A DIFFERENT POLICY, I WAS TOLD NO. SO ME ASKING IS FOOD ITEMS VERIFIED IN ORDER PICK UP, IS THEN THE DRIVER KEEPING ITEMS? I WAS TOLD THEY CANT SAY. ITS UPSETTING TO BE OUT OF MONEY I PAID TWICE TO HAVE ONLY NO SOLID REASONING. ANY OTHER STORE IVE MADE ORDERS TO THEY CONFIRM ITEMS IN ORDER ARE PICKED UP/DELIVERED SO WHY DOES ALBERTSONS NEGELCT TO HAVE A PROCESS TO ENSURE ITEMS PAID FOR ARE BEING DELIVERED AND IF IT IS REPORTED NOT DELIVERED WHY DO THEY NOT CONFIRM OR HAVE A SYSTEM IN PLACE TO NOW WHERE SOMETHING WENT WRONG.
Business Response
Date: 02/21/2025
Greetings ********:

Thank you for reaching out to us regarding your recent order and the refund that you have requested.

Based on our investigation of order *********, it shows that you requested this refund online on 02/17/2025, and a total refund amount of $83.79 was successfully processed today, 02/21/2025. This amount was sent to the payment method you used for this order, and an email confirmation for this refund was sent to your email address. It usually takes 3-5 business days for the refund to appear in your bank account, as this varies between financial institutions.

Thank you for shopping with us.

*******
Customer Support Center
Case ID: ********
Initial Complaint
Date:02/20/2025
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 was at "Market Street" grocery store on Febr. 9., 2025 and wished to place an order at the kitchen. The employees in the kitchen were all watching television, and ignored me and all the other customers. The other customers left after a while. I asked the kitchen employees if United (Market Street parent company) is paying them to watch TV on the job? They answered "yes", and laughed at me. I had no choice, bought some food in the store and sat down at a table and ate. The tables were dirty and disorderly. The employee in charge of cleaning the table was also watching television and started break-dancing. I asked him too if this is why United paying him, when the tables need cleaning? He answered "yes", and continued on with break dancing in front of the TV-set. I cleaned my table myself. This was the worst experience I had in a business in a long time, obviously management is not doing its job. Scores of customers could not get service at the kitchen, and I find it stunning that the employees, obviously with no fear of any disciplinary action, told me that they get paid for watching television instead working.
Business Response
Date: 03/04/2025
Greetings ****** Sugar,
Thank you for reaching out and sharing your experience at Market Street on February 9, 2025. We are concerned about the incident you encountered during your visit. This is not the level of service we strive to provide, and your feedback is vital in helping us address these issues.
To assist us in resolving this matter and ensure it is shared with the appropriate store management, could you please provide the exact location of the Market Street store you visited, along with an alternate email address and a phone number associated with your account for follow-up purposes?

Thank you for bringing this to our attention. We appreciate your time and patience.

*******
Customer Support Center
Case ***********
Customer Answer
Date: 03/10/2025
This is a message to *******, Customer Relations Specialist at **********************.

Market Street

3405 50^th Street

Lubbock, **, 79413

My contact information:

Cell: *************

Email: ****************************************************************
Business Response
Date: 03/20/2025
Greetings ****** Sugar:

The Lubbock Regional Vice President has made two attempts to contact you, but has not received a response. We will continue to focus on coaching our team to maintain the highest standards of guest service.

Sincerely,
******
Customer Support Center
Case: ********
Customer Answer
Date: 03/20/2025

Complaint: 22920027

I am rejecting this response because:
Market ***************** did not make any substantial effort to make good the shockingly bad customer experience that I had.
It is clear that management has very seriously neglected its duties for years, and bad actor employees in the store feel empowered to punish customers as they please, with no fear of disciplinary action from store management, let alone terminating their employment. This case is now far beyond of BBB's authority, I have now contacted legal representation, we also file a complaint with the appropriate supervisory agencies of the State of *****, including to review *********** licence to operate a business in the State of *****. Hard working Texans don't need a business that brazenly abuse customers because they think they can get away with it.

Sincerely,

****** Sugar
Initial Complaint
Date:02/19/2025
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've been a customer of ******************** since 2018 and have their app which sends weekly emails with coupons for groceries savings. In September 2024 I joined *********** Fresh Pass online program to order groceries online and have them delivered for free for $12.99 per month. Satisfied with the program until the end of November when I discovered I could no longer access my account through the app. This resulted in me no longer being able to get weekly coupons or ordering groceries online or contacting *********** to resolve the problem. In addition ******************** continues to collect the monthly subscription of $12.99 per month (December, January and February). I'm requesting you to contact *********** on my behalf to cancel the Fresh Pass Subscription. Thank you
Business Response
Date: 02/27/2025
Greetings ****** *****:

Thank you for reaching out to Albertsons Customer Support.

We reviewed your account and can confirm that your February 2025 subscription was successfully canceled, the refund will reflect within 3-5 business days. As you mentioned, you contacted us on February 25 2025, to cancel your subscription, and typically, cancellations requested after the billing period would make the account ineligible for refunds for previous months, such as December and *******.

However, after carefully reviewing your account, including confirming there were no online orders during that time, we are happy to inform you that we are making an exception in your case. We will be issuing a refund for your December and ******* ********* subscription charges, totaling $25.98 ($12.99 for each month).

The refund for December and ******* will be processed, and you will see it reflected in your account within 5-7 business days. We appreciate your understanding, and we hope this resolves your concern.

Thank you for being a valued customer of **********************!

****,
Customer Support Center
Case ID: ********
Initial Complaint
Date:02/17/2025
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 have shopped at Albertsons for years. They have digital coupon deals which are very problematic and often do not work the way they're supposed to and take a lot of time to be able to get the digital deal. I use the app and then you have to search for the item save it to your cart scan the barcode for each item and then present it to the cashier. This whole process is annoying takes too much time and many times when I'm in line people have problems in front of me which further delays the time that it takes me to check out as well as others. I shop at other stores as well and I never have these types of issues. My opinion is that no different than the other discounts given that you just use your phone number have the same process without all the other Hoops to have to jump through as far as I'm concerned it is a waste of my time and other people's times and disrespectful to the customer. Almost every time that I shop in Albertsons either myself or someone in front of me is having problems with these digital coupons not working properly. Yesterday when I was shopping I had to speak with a store employee and then a manager to get the coupons to work correctly which took about 15 minutes of my time. Additionally the manager of the store informed me that he has brought this to the attention of the regional managers and they say it's a corporate problem and they can't do anything about it. It almost sounds like you guys are a government agency and the nonsense that's going on. The fix is very simple and will make your customers more happy tie it to the phone number and cut out all the other nonsense. Is it really worth it to lose customers and irritate them. While I was in the line checking out there were other people complaining and talking to me regarding this deceptive business practice. You should not have to jump through all those Hoops to get a deal. I will be reposting this on social media until Albertsons make changes and respect their customers.
Business Response
Date: 02/25/2025
Greetings *** ****:

Thank you for bringing your concern regarding the digital coupon system to our attention. Your suggestion to link the coupons to phone numbers, as other stores do, is indeed a simple and efficient solution that could significantly reduce frustration.

We appreciate your feedback and will gladly forward this to the appropriate team to consider for system improvements.

Thank you for helping us enhance our services.

****
Customer Support Center
Case ID: ********
Customer Answer
Date: 02/25/2025

Complaint: 22951586

I truly appreciate your response and your thoughts to make this digital coupon experience better for everyone. Since you are in agreement with my suggestion could you please kindly let me know if and when this will be implemented and I'm sure if you do the stores will not be burdened with issues resulting from this program and customers will be happier not having to waste their time and the lines will be less problematic with people having issues with digital coupons when checking out.. please advise and I'm sure once this is resolved many people as well as myself will leave positive feedback regarding the Improvement of this program as the frustration for a long period of time has been at the very least disappointing and knowing that the management at the corporate level has neglected to interact with the stores to understand this problem initially.

Sincerely,

*** ****
Business Response
Date: 03/04/2025
Greetings *** ****:

At this time, we have not yet received a response from the team. We'll keep you updated on the progress and any timelines for implementation. Our goal is to address the current challenges, reduce wait times, and ultimately create a better experience for everyone involved.

We truly appreciate your input, and once this is resolved, we're confident that many others will also appreciate the changes. Your feedback will help guide us in making the necessary improvements.

Thanks again for your understanding and for taking the time to share your thoughts.

****
Customer Support Center
Case ID: ********
Initial Complaint
Date:02/12/2025
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.
In September 2024 on ******************** app I joined the Fresh Pass Subscription for purchasing groceries online and free delivery for $12.50 per month. At the end of November *********** denied me access to my account on the app with error code for blocked due to security. Without access to app for communication or explanation for the security block I need BBB to help with this issue. ******************** continues to collect the monthly subscription of $12.50 and I have no way of canceling. I want to know what security threat I am, cancel my subscription and a refund for December and January subscription payments.
Business Response
Date: 02/24/2025
Greetings, ****** *****:

Thank you for reaching out to us regarding your concern with logging into your account. We have checked and can confirm that your account is still active. Please try checking your VPN settings or using your Wi-Fi and Data connection, as these might be causing the application to be blocked.

For any other FreshPass concern you can contact ************.

****
Customer Support Center
Case ID: ********
Customer Answer
Date: 02/25/2025
Just letting you know that Complaint ******** against *********** has been resolved. *********** gave me a contact number and I was able to cancel my Fresh Pass Subscription. Thank you for your assistance.
Initial Complaint
Date:01/23/2025
Type:Service or Repair 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.
My account has been completely disabled. I logged into my account and could not place an order. App showed a number to call. I called the number and was told my debit card was the issue and I knew that was a lie. *** said to try in a few hours and when I did....BOOM...account. disabled. This time the app gave me a different number to call to reactivate it. This incompetent *** states she had no idea why it was disabled and unable to help. What type of mess is this?? Why would the account be disabled and further more why isn't anyone telling me why??? If you don't want me as a customer just say that. I've been using the app for a while and would get those errors at times but it would soon work. So I have no idea why they would do that. It's aggravating and I would like an explanation.
Business Response
Date: 02/02/2025
Greetings ******* ******:

The Terms of Use listed on our website, which we will link below, state that we reserve the right to suspend or terminate your account, with or without notice to you.

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

You agreed to these terms when you opened an account, and the company exercised its right, per the terms, to close it.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 02/02/2025

Complaint: 22850240

I am rejecting this response because:
So you all just pick and choose random accounts to close for no reason at all? I understand that I accepted the terms and that you all may terminate accounts without knowledge but this doesn't give a reason as to why as I didn't do anything wrong. I would like an explanation please.
Sincerely,

Jessica
Initial Complaint
Date:01/06/2025
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 Sunday, January 5th, 2025 at 6:45pm, I placed an order for pickup at Albertsons for 8pm. It was my intention to have picked up the items I purchased on my way home from a 14 hour work day. I left my place of employment at 8:20pm and since I live 30 minutes away, I went ahead and parked in their parking lot. I waited until 9pm and no one reached out to me to notify me that my order would not be fulfilled. I contacted the store and they told me that their pick up service was now closed. They did not even help me cancel my order. I had to contact customer service online and I still received no help except that they would cancel my order and issue a refund. The refund will take 5-7 days to get back to me. So not only was my time wasted, now my money. If someone, anyone wouldve contacted me, I couldve just gone home. If there wasnt an option to place a pick up order, I would not have purchased the order. Now I am out of the items I need as well as the money to purchase them. This has been the most inconvenient for me.
Business Response
Date: 01/06/2025
Greetings ******** ********:

We appreciate you sharing your concerns and sincerely apologize for any inconvenience this may have caused you.

We reviewed your order and show that it's been canceled. Since the order was delayed and then canceled, it was never processed. The pending charge will fall off in 3-5 business days, depending on your financial institution.

Additionally, we always advise you not to come to the store until you receive an email or app notification that it's ready. You can also see this in your email confirmation. This policy is in place in case of delays or technical issues. You should have received an email letting you know there was a delay with the option to cancel or reschedule. If you did not receive this email, we sincerely apologize, as it should have been sent automatically.

If there is anything else we can help you with, don't hesitate to contact us again or call our *********************** at ************. We are available Monday - Sunday from 6 AM - 10 PM PST.

Thank you,

******** *.
Customer Support Team
********
Customer Answer
Date: 01/06/2025

Complaint: 22771971

I am rejecting this response because:
You only addressed the matter of the refund. Your system needs to be updated and if future orders will not be fulfilled then you need to contact your customers. This will save everyone time from wasting time. Honestly I dont care anymore. I refuse to do business with you ever again. Apology not accepted.

Have the day you deserve,

******** ********
Initial Complaint
Date:01/05/2025
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**************************** order #********* My refund was submitted 1/3/25. However, I have yet to receive it. Now I do know that if I pay via debit/credit that the refund takes 3-5 business days. However, per the Albertsons refund policy listed on your website, it says payments made via EBT (my method of payment) will be refunded in accordance with the **** guidelines. Upon checking those details, it states on the **** website that *** refunds are to processed and returned the same day.
Initial Complaint
Date:01/05/2025
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a lifelong shopper at Albertsons -unfortunately it seems as though customer service has gone downhill at **********************- I recently had to file a complaint due to someone leaving me on hold nearly an hour Today Ive complained - to an employee named ***** - who completely discounted my complaint and refused to deliver the correct product - Ive been a customer for years - and all I asked was they deliver the correct product and do the job right Please deliver what I ordered
Business Response
Date: 01/25/2025
Greetings ****** ********:

Thank you for reaching out to us.

We reviewed your account under the email *********************** and was not able to find any order information. Please provide the order number, and we will gladly look into it.

Thank you.

Anna
Customer **************
Customer Answer
Date: 01/27/2025

Complaint: 22770271

I am rejecting this response because:

Your General Manager just called me to discuss this- so how could you not have received the complaint?

Sincerely,

****** ********
Customer Answer
Date: 02/04/2025
The General manager of the store contacted me -and found the complaint. - therefore i find their response silly
Initial Complaint
Date:12/21/2024
Type:Sales and Advertising 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 will say this is the second time this has happened at this location THAT I NOTICED. I clipped coupons in my albertsons app, entered my phone number at checkout, some coupons were applied. We had to ask about the discount for a piece of meat. I was charged the full amount (not the app coupon that I clipped amount) for 3 items and was charged the full amount (not the advertised sale price on the shelf) for 1 item. It is not clear during checkout what items cost because some coupons come off mmediately and some don't come off until the end of the transaction which also makes this confusing and likely for customer to miss that they did not receive the correct sale price. **************** refunded the difference but I shouldn't have to check every item on my receipt to make sure the Albertsons App coupons and the advertised price in store and in sales papers are what I am charged. The total extra I was charged was ***** in this transaction. I was able to catch the incorrect meat price and got the ***** taken off prior to being charged but the other items I didn't catch until I received my receipt.
Business Response
Date: 12/30/2024
Greetings ***** *****:

We appreciate you sharing your concerns and sincerely apologize for any inconvenience this may have caused you.

We reviewed your loyalty account, and there are no transactions on this account. This is why your coupons are not redeeming properly. So that we may investigate this further, can you please confirm the email address on your loyalty account and the phone number you used at checkout? If everything matches, we will escalate this matter to IT as there may be a disconnect in the backend.

Thank you,

******** *.
Customer Support Team
********

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Albertsons is NOT a BBB Accredited Business.