Complaints

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

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• 

  Shaw's

  PO Box 20 Boise, ID 83726

• 

  Shaws

  68 Stafford St. Worcester, MA 01603

• 

  Shaw's Supermarket

  1175 Main St Leominster, MA 01510-1130

• 

  Shaw's Supermarkets, Inc.

  14 W Boylston Dr Worcester, MA 01606-2763

• 

  Shaw's Supermarket

  25 Watertower Plaza Leominster, MA 01453

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:12/22/2022

  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.

  I placed an order with my local Shaws for drive up/pick up. Due to my work schedule I was unable to pick it up. I cancelled the order online and received a cancellation notice. The total was for $79.09. That was on 12/13. To date my money has not been refunded. I have called the store and spoken with a supervisor in that ***** After days of calling she supposedly sent it to the head office. Still no call no money. Very frustrated at this point and tired of calling and politely complaining. Want my refund and feel its being ignored. Will no longer do my shopping there. This has not been handled well on their end!

  Business Response

  Date: 12/22/2022

  Greetings ***********************: 

   

  We apologize for the difficulty you experienced regarding your recent cancelled order from 12/13/2022. When an order is placed with us a temporary pre-authorization charge in the amount of the estimated total is made to the debit/credit card used for the order to confirm that the method of payment is valid, and which is later adjusted based on the final total of the order when it is fulfilled by the store. The pre-authorization charge is automatically released back to the debit/credit card within **** business days from when the order was placed. Our system shows that the pre-authorization charge made for your order has at this time been successfully released. If you are still seeing the charge remaining on your end, we ask that you please contact your banking institution to confirm its release, as the charge no longer remains on our end. 

  We are sorry for any inconvenience this may have caused. Please feel free to respond 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:11/14/2022

  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 had placed an order with Shaws it was supposed to be delivered Nov 3 between **** .. ok because I had a meeting with upper management at 12 no order showed up at 12:30 I get a call saying they were here !! I had to excuse myself from the meeting with managers to go let the person in the lobby which is why I had selected **** so it did not interfere with my meeting 2nd some items were given that I didnt order and were very over priced 3rd some items were charged full price and I did not get the sale price .. so I called and spoke to **** on 11/3 who assured me he resolved the issue and gave me a refund of ***** back to my credit card and a ***** credit for the inconvenience of having to embarrass myself in a meeting with upper management ref number ******** .. assured 48 hours for refund nothing ever happened .. I chatted customer service a few days later was again told ***** hours and assured I would get the refund spoke to ******* ref number ******** no refund again a 3rd time spoke to ********* ref number ******** who again assured me ***** hours it has been 11 days and I have not got any refund yet .. I am on the chat with them now again and they are again saying ***** hours I explained I have been told that on 3 other occasions so I dont really believe it they are telling me no managers are available to speak to me and that I just have to wait I also have an issue that they knew they delivered wrong food and rotten lettuce and didnt give sale prices but still had no problem charging my card and even adjusting the amount to a higher amount knowing there was an issue now they are saying a supervisor will call me back and I dont believe a word they are saying to me. If someone can please help get resolution to this I would appreciate it very much. I am a very patient person but after being told the same thing 3-4 times in a row and nothing gets done spending hours of my time on the chat trying to get this resolved and still not Resolved !

  Business Response

  Date: 11/15/2022

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

   

  We apologize that your order had arrived later than the scheduled window, and that you have not yet received the refund for the items on the order that were charged incorrectly. Please know that we have shared your comments with our store's *************************** team to ensure that issues like this do not persist. Your delivery store will be processing a refund in the amount of $69.44 for the items listed in your message. Please be advised the refund can take five to seven business days to post to your credit card or may reflect a charge for the order amount minus the refund. We truly appreciate your patience and have notified our Online Shopping Director, so these issues are not repeated.

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

• Initial Complaint

  Date:10/20/2022

  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.

  The corporate office is very disrespectful. They will not handle my issues. They forwarded me to a woman named ****** and then her boss who claimed she did not know who I was. She did not know any of my issues and wanted me to repeat everything that I had already repeated 19 times previously on the customer service calls. I was told I would be refunded for things and was not. I recently had an issue with your online ordering system and it crashing. I was told oh well theyre not fixing my issues. I dont know ******* bosses name because she would not give it to me, but I asked to speak to her boss because I would like to report to the both of them, she continued to keep laughing at me and then hung up on me. I need this to be taken care of or will file this police report.

  Business Response

  Date: 10/25/2022

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

   

  Shaws has made every effort to address this customers issues in a polite and respectful manner, but no further refund is due unless product is returned with a receipt as further detailed below:
  
  Order 1
  On August 8, 2022, a delivery order was placed estimated at $144.47. The customer was charged $107.67 due to an out of stock item, diapers.  Door **** refused to deliver the order to this customer based on their prior experiences with her, and the store was unsuccessful in finding an alternative third party delivery vendor to deliver the order. Therefore, the customer picked it up.  She demanded the out of stock item for free and behaved in an inappropriate manner towards store personnel.  Despite this behavior, the store gave her a package of free diapers of another type valued at $17.99 and a $50 gift card to resolve her issue.
  That same day, the customer requested a refund for the entire order.  The request was denied as the customer had already picked up the order, along with the free diapers and the gift card.
  On August 10, ****************************** to the store claiming someone told her she could pick up her missing order from August 8, 2022.  She was told there were no orders to be picked up and was advised to leave the store based on her threatening and harassing behavior.
  That same day, the Customer contacted the *************************** and claimed she had issues with her delivery, the store would not accept a picture of the order and she was asked to leave the store.  They offered her a $30 credit and to put a $20 off coupon used on the original order back on her loyalty account to use in the future.  However, when ******* Services learned the customer had already received the order, free diapers and a $50 gift card to resolve this issue, they rescinded this offer.
  Order 2
  On August 13, 2022 the customer placed another order totaling $78.86 via a third party delivery service, SHIPT, which confirmed the complete order was handed off directly to the customer at ******.
  On August 16, 2022 the customer claimed she did not receive the order. She was denied a refund given the order was hand delivered and SHIPT provided proof of same.
  
  On October 5, 2022 the customer contacted the *********************** requesting a refund for both Order 1 and 2. She did not mention the prior requests for a refund and in order to resolve her continued complaints, she received a $25 credit.   The Trust and ***************** also reached out to explain why she was not entitled to any further refund or credit.
  
  Order 3
  On October 6, 2022, the customer placed another order totaling $170.65 for pick up using the $25 credit she received the prior day.
  She then submitted a refund form for missing/damaged items and was refunded $19.02, although the items in question were not missing or damaged, they were substituted as authorized by the customer.
  Order 4
  On October 13, 2022 the customer placed an order totaling $816.55 for pick up at 8:30pm, the store contacted the customer regarding substitutions for out of stock items. The customer stated no substitutions for diaper or wipes, all other substitutions were accepted. The Customer picked up the order at ****** without incident.
  Order 5
  On October 18, 2022 the customer received an order totaling $15.98 via third party delivery which confirmed all items were delivered. The next day, she submitted an auto refund form claiming missing items and was refunded $9.98, although no items were missing.
  
  The customer contacted the *********************** October 19, 2022 seeking to speak to a supervisor.  ***************************** spoke to her on October 20, 2022. The customer refused to provide her name, dates or order numbers, changed the facts several times, used foul language and threatened contacting a higher level supervisor, the BBB or the police if a refund was not provided.  She was repeatedly advised that in order to receive a refund on an order, she could return the items to the store with the receipt and credit card used for purchase.  She stated she would not waste her time doing that and demanded a $400 refund and threatened to contact a supervisor.
  
  The Ecommerce Director, *******************************, subsequently spoke to her.  She claimed she was due a refund for the two orders from August and that an order in October had duplicate items.  When asked for her name or order numbers to look up the information, she refused to provide them. Again, she threated making a report to the BBB and the police.  After 26 minutes, ****************** said she would get the order information from ******************** and follow up as needed.
  
  Based on the foregoing, no refund is due unless the customer returns the items she would like to return to the store with the receipt and credit card used for purchase.  She has already received refunds, gift cards, free items and promo codes in an attempt to resolve her issues totaling $161.99.  

   

  Thank you for reaching out to us. 

  ***

  *********************** 

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18252521
  This is incorrect I was never produced a gift card for my issues and my calls with door dash are recorded Shaws kept telling door dash they did not have an order with me and there system auto sends a new driver and they kept saying they didnt have my order I called the store and they told me they did have my order and to come pick it up I got there and the person was very rude and told me to f****** leave and started swearing, also the order that was handed to be was most deff not my store is secured and you need to be buzzed in or a code and they never even called me when arrived and then the day of the 800 order the system was glitching over and over which I have screen shots of and it added a lot of unwanted items they buissness called me and I provided all the information I was asked for and she refused to help me  I called and asked for her supervisor and repeated all information which has never ever changed and then, she asked me for me to repeat several things which was very frustrating considering Ive spoken to theee people before her who all said they would fix my issue and did not. So I asked for her supervisor which she refused I asked I WOULD UPDATE THE BBB and then handle with my bank and file nesssicary reports for charges that should have been refunded 
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/19/2022

  Type:Sales and Advertising 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.

  This is for the shaws in ******* at *********************************************** First off they're quality control is bad as I ended up purchasing 10 day old chicken and that could have caused me to get sick. I called about a refund. She said I had to bring the reciipt into the store. I dont have a care. It would cost me more money to get there and back then get the refund and she was like there is nothing I can do. Its not her fault. But Shaws Owes me 18 dollars for bad chicken that should have never been on the shelf that long.

  Business Response

  Date: 10/21/2022

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

   

  We are very sorry that the chicken you received from our store was not in good quality. However, we are happy to assist you with this issue. We have reported this issue onto our store's Management Team to ensure that issues like this do not persist. Please respond here providing the Club Card number or associated phone number used at the register, if one was used, when the purchase was made so that we may review the transaction on our end. Please also let us know if you would like to be contacted personally by a member of our store's Management Team regarding this issue. 

  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: 10/21/2022

   
  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.

  Please have management call me to discuss options. I don't have an membership and I didn't enter in my phone number. But I am open to suggestions.

  Thanks!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/30/2022

  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 have bought on 3 separate occasions items from Shaws that have advertised $5 rebates. I never received the rebates. I contact Shaws and they tell me theres nothing they can do. This last time I called yesterday they said they would issue a $5 coupon to my profile and I never received that.

  Business Response

  Date: 08/31/2022

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

   

  We are responding to a message sent regarding digital 4U alcohol rebate offers. 

  We are very sorry that you had trouble redeeming alcohol rebate offers on your account, but we are more than happy to look into this with you. Please respond providing the date(s) of your qualifying purchases, as well as screenshots and/or descriptions of the offers intended for use and we can look into this further on our end. 

  Additionally, per your recent contact with our Customer Support team, we see that a $5.00 **************** Credit has been added to your account. Unfortunately, this credit is not available to view on your account online through our website/mobile app, but it is currently available in your account. It is available for use on your next in-store purchase of $5.00 or more. All that will be needed to redeem it is to enter your Club Card number or associated phone number when checking out. All normal exclusions apply. Excludes Beer, Wine, Spirits, Fluid items in the refrigerated section (including Fluid Dairy and Dairy substitutes), tobacco, fuel, Gift Cards and Gift Certificates. Please be advised anyone who has access to the account can redeem the $5.00 credit at the time of checkout. We certainly appreciate your patience, as well as bringing this matter to our attention. 

  We look forward to hearing from you. Thank you for shopping with us. 

   

  Tim 

  Customer Support Center 

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17801408
  
  At the find copy of receipt. There were rebates out for the simply spiked lemonades and the bud light next both of which were $5 each. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 09/08/2022

  Look on bottom of receipt and you will see the two purchases. I do not have a picture of the promotions at the time because they have expired by now and I didnt think I would be having to chase the rebates.