Complaints

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

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• 

  Albertsons

  PO Box 20 Boise, ID 83726-0020

• 

  Albertsons

  1399 Mcvey Ave Lake Oswego, OR 97034-6070

• 

  Albertsons

  19881 State Route 2 Monroe, WA 98272-2352

• 

  Albertsons

  1100 N John Young Pkwy Kissimmee, FL 34741-4201

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  Albertsons

  2200 Bell St Amarillo, TX 79106-4602

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:02/19/2025

  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.

   
  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,
  
  *** ****ems 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: ********

  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.

  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. 

  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: ********

• 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.

   
  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 

  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
  ********

• 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.

   
  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,
  
  ******** ********

  en 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
  ********

• 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.

   
  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,
  
  ****** ********

  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: 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
  ********

• Initial Complaint

  Date:12/18/2024

  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.

  I attempted to order online since then. I ordered and was able to use the credit and received confirmation if the order. However, upon arriving at store to pick up the order it said"payment decline" for no apparent reason. The manager "******"at this location was of little help although he tried. I ended up checking out through a register in which he rang the order through. NOTE: PAYMENT THAT WAS DECLINED IS WHAT WAS USED. I was able to get the needed items but the $10 credit couldnt be applied and the clipped coupons were also not applied since oviously tied up in previous order. I was assured by manager the previous order wasnt charged only authorized. That was not correct I was charged for both orders.
  I am more than done with the failed attempts to make this right.  It ended being worse than better. All this the day before Christmas Eve. ****** did contact me after I got home to figure out why the very same order that declined the payment now ended up being $12 more. He offered to credit me if I brought the items back to store he needed to scan them. Enough is enough. The backn in my clipped coupon was 3.97 I ended up paying 6.99. The cream cheese was 3.97 ended up $5.
  I am still out that $ and ebt was not refunded and the $10 supposed credit ended up costing????
  Again .....an offer that couldnt be used and definitely made it worse than the original complaint.
  Contact "******" the manager at Albertskns on ********. *************,Ca ***** He will confirm the events as I explained above.
  I hope this does get posted publicly as I dont believe Im the only one who has been through similar with Albertsons.
  Chonnie Ramigmccarley through that again. I shop by *** food only and explained I could not pay any other way and this $10 offer should have covered the 1 item that wasnt food. It did not. Im not willing to place order when I see the problem in check ****** it is I had to spend $30 or be charged $3.95 on top of that. This is unacceptable business practice in my opinion. The problem is put on me to deal with AFTER paying for it. Im a senior on a very limited income. I dont have the $ upfront and then "we can adjust after". Placing the order gives them the ok to charge me. Offer me something that cant be used to compensate an on going problem and they were fully aware of this. Im still waitung on a previous refund for an item they substituted at a higher price when I had no substitutions marked. Unacceptable and I dont want tonbe credited $10 but have to spend $30 and it doesnt get applied

  Business Response

  Date: 12/19/2024

  Greetings Chonnie Ramigmccarley:
  
  We appreciate you sharing your concerns and sincerely apologize for any inconvenience this has caused you. 
  
  We have reviewed your account and can confirm that the refund for the substituted item was processed on the 12th, so you can expect that anytime now. Additionally, since you were having issues redeeming the $10 coupon, we removed that from your account and added a $10 credit. Next time you order, you will see the option to use the credit by checking the box when you are ready to check out.  
  
  Please note that all orders under $30 are subject to a fee per our terms and conditions. 
  
  Please don't hesitate to reply here if there is anything else we can help you with.
  
  Thank you, 
  
  ******** *. 
  Customer Support Team
  ********

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22706021
  
  I am rejecting this response because:
  I do not see a refund on either payment method ebt or my debit card. The difference of the higher priced substitute was paid on my debit card . So a refund should have been on both payment methods3.99 on ebt and 1.88 on debit. The other problem...when you mark "in stock items only" you expect them to be available. A $10 credit or coupon that I couldnt use generates a $3.95 fee and also having to spend$30 on a new order plus waiting on a refund. Are you aware of the reason I was given $10 off for online order only? It is not ok to just tell a customer to pay for the order then it will be adjusted after you put the order in. If you look at my purchase history due to my order requesting only in stock items...I had to generate a new order for an item that had not been available for "days" and ask for a 3.95 fee to be waived and make sure I spent $30  That does not seem right to me. Its not the first time it happened. I hope you can look at my acct and see the lengthy 3+ chats to know how this went. Reading through the numerous complaints this is a problem for quite some time. 
  Sincerely,
  
  Chonnie Ramigmccarley

  Business Response

  Date: 01/12/2025

  Greetings Chonnie Ramigmccarley:
  
  Thank you for being so patient as we investigated this matter. We identified an issue on our end, but we have since refunded $22.69 to your EBT card, which should now be available for use. Additionally, we credited $9.22 back to your loyalty account and added an extra $10 for the inconvenience. We noticed that you successfully used this credit on January 10th.
  
  We are very sorry for the inconvenience this caused you. If there is anything else we can assist you with, please don't hesitate to contact us again. We are available Monday - Sunday from 6 AM - 10 PM PST at ************. 
  
  Thank you, 
  
  ******** *.
  Customer Support Team
  ********