Complaints

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

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• 

  VONS

  PO Box 20 Boise, ID 83726

• 

  Vons

  9385 Mission Gorge Rd Santee, CA 92071

• 

  Vons

  3610 Adams Ave San Diego, CA 92116

• 

  Vons

  671 S Rancho Santa Fe Rd San Marcos, CA 92078

• 

  Vons

  7788 Regents Rd San Diego, CA 92122

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:06/25/2025

  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.

  On 6/1/25 I went to the Vons in *************, ** for a few items. Upon checkout, I was already annoyed because this store never has cashier staffed 15 item or less lanes opened. I had to wait behind people with huge orders simply because I had the audacity to want to purchase alcohol and you can't do that at the self check stations.Then I had to wait even longer while the cashier's had to figure out what to do with the guy in front of me with his giant package of meat he got from the butcher that for some reason wasn't barcoded right or something...not my problem.Eventually, ***** was able to assist me. No apologies at all for having to wait longer for them to figure out their issues with meat guy. She had difficulty scanning the champagne, but then got it figured out, or so I thought. When I got out to my car I looked at the receipt and saw that I was charged for 4 bottles and not the 3 that I walked out with.I went back into the store and returned to ******* checkstand. She asked what was wrong and sent me to the self checkout cashier, ****, to process the refund.**** seemed rather irritated that I was making her work. Tried to get me to just get a fourth bottle instead of just returning the money I was overcharged. Neither cashier apologized for the inconvenience and both seemed annoyed that I had dared to want to not be overcharged for items I didn't purchase.This is completely awful customer service and both of these cashier's need to be taught how to interact with customers. This information was shared to their corporate customer service that same day, and I received a response that this would be shared with the "store director" to address the issues, but I have been waiting for that person to reach out to me for over a month now. My last messages to ******* customer support have gone unanswered as well.

  Business Response

  Date: 07/01/2025

  Greetings **** ******:
  
  Thank you for taking the time to share your experience at our *************, ** location. We understand the importance of receiving prompt service and being charged accurately at checkout.
  
  We have properly shared your concerns with the store leadership team to ensure the matter is addressed internally. Appropriate coaching will be provided to the employees involved to reinforce expectations around customer interaction and service standards.
  
  In addition, the refund for the overcharge will be processed accordingly. If you do not receive confirmation or see the refund reflected, please feel free to reach out to us again for further assistance. Thank you for your patience, Thank you for your patience while we work to ensure this matter is resolved.
  
  Sincerely,
  ******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:06/10/2025

  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 5/30/25 I was placing a grocery order online with the intent of using a SAVE30 coupon which would give me $30 off my order. The coupon was not working so I reached out to a representative who advised me to place the order and GUARANTEED a refund. I took screen shots of this interaction and made it clear I needed a refund and didnt have the funds to not be issued a refund. 3 days go by, no refund so I reached out again and was told on June 2, 2025 the refund is on the way and to give it 3-5 business day. Reached out again on June 5. 2025 because still not refund was again told give it some more time. June 6 reach out, told the refund was never initiated and that they would initiate it not. Call again today June 10th to be told I wasnt eligible for a refund. Even though I was guaranteed one, and told the money was on the way back to me multiple times. A manager then told me that a $30 credit was issued. I dont want a $30 credit I was guaranteed a refund to my original payment method. I made it clear I wouldnt be placing the order if I hadnt been guaranteed the refund. I want a REFUND not a credit as that is what I was guaranteed!

  Business Response

  Date: 06/10/2025

  Greetings Kara Grandison:
  
  Thank you for bringing your concerns regarding order #127808239 to our attention.
  
  After thoroughly reviewing the previous interactions and the commitments made by our representative, we have decided to honor the original promise. A refund of $30 associated with the SAVE30 promo code has been processed to your original form of payment. Please allow 5–7 business days for the refund to reflect, depending on your financial institution.
  
  In addition, we’re pleased to confirm that the $30 credit previously applied to your online account will remain available for future use.
  
  Thank you for your patience. We are committed to ensuring a fair and reliable experience for our customers.
  
  Thank you for shopping with us!
  Arleen
  Customer Support Center
  Case ID: 18783627

  Customer Answer

  Date: 06/11/2025

   
  
  Complaint: 23449275
  
  
  
  I am rejecting this response because I don’t feel satisfied with waiting over 3 weeks now for a refund that was promised to me weeks ago. I want a full refund of my entire order. I was told the refund was on the way weeks ago causing me overdraft fees. As I told the rep I had very minimal money so needed a guarantee that the refund would happen. This caused me an insane amount of stress for 2 weeks and an overdraft fee. I want a full refund for my order. Also, please listen and read my conversation with the service center “supervisor”. Horribly unprofessional. I was very nice up until I realized everything I was being told for 2 weeks was a lie. I want a full refund for my entire order to cover the overdraft fee that was caused by the incompetence of 5 representatives of Vons. This all could have been resolved the easy way 2 weeks ago. Now it’s taken way too much time and energy to offer someone the absolute minimum.

  
  
  
  Sincerely,
  
  
  
  Kara Grandison

  Business Response

  Date: 06/20/2025

  Dear Kara,
  
  Thank you for reaching out and sharing your concerns regarding the SAVE30 promotional offer and your recent online pickup order. We understand your frustration and have carefully reviewed your case.
  
  After a thorough investigation, we confirmed that the SAVE30 promo code had already been redeemed using the information associated with your account. As clearly stated in the promotion’s terms and conditions, the offer is:
  
  - Valid only for first-time online grocery orders
  - Limited to one use per household
  - Not applicable to repeat orders or accounts with prior usage
  
  Because the system detected prior use, the discount was not applied at checkout. This is in full alignment with how the promotion is structured. For your reference, the complete terms can be found here:
  https://www.vons.com/shop/deals/promo-code-deals/offer-detail.SAVE30.html
  
  Regarding your refund request: a $30 refund was processed as previously assured by our representative. In addition, a $30 credit was also issued to your account and successfully applied to your most recent order. This means you have received both the refund and an additional credit — exceeding the original value of the promotion.
  
  We believe this resolution is fair and consistent with our promotional and payment policies. At this time, no further action is required on our end.
  
  Thank you for your understanding.
  
  Augusto
  Customer Support Center
  Case ID: 18783627

  Customer Answer

  Date: 06/20/2025

   
  
  Complaint: 23449275
  
  
  
  I am rejecting this response because:
  
  Nope. First time ever placing an order with my business acct, this was an order for my kitchen at work which is why I used my work email, work phone number because I keep those purchases seperate. I just want the lies to stop. I had NEVER EVER used the SAVE30 coupon on my account because that was my first order ever on that account. Vons needs to take accountability. It’s not even about the money at this point. The company is a complete scam. Again another excuse that is a lie. I do not accept this response. It is a blatant lie. Again. 
  
  
  Sincerely,
  
  
  
  Kara Grandison

• Initial Complaint

  Date:05/17/2025

  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.

  I purchased a $100 lululemon gift card from Vons that was already compromised. Either the cashier or a customer scammed the numbers off the gift card.

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23344523
  
  

  Vons requested I forward them a picture of gift card and receipt however they did not provide and email address for me to send the picture too.  I have attached receipt here with photos of gift card.  
  
  

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

   

  Business Response

  Date: 05/18/2025

  Greetings, *******,
  Thank you for contacting us regarding the issue with the gift card you purchased.
  To assist you further and investigate the matter, we kindly ask that you provide the following:

  
   - A clear photo of the front of the gift card
   - A photo of the receipt from your transaction
  

  These details will help us review your case thoroughly and work toward a resolution as quickly as possible. We appreciate your cooperation and look forward to assisting you.

  *******
  Customer Support Center
  Case ID: ********

  Business Response

  Date: 05/21/2025

  Greetings *******,
  
  Thank you for your response and for sharing the details regarding your Gift Card.
  
  Using the information you provided, we were able to locate and investigate the issue under Ticket #******** with our ********************* Based on this, weve re-escalated the matter for further review and will also be attaching the photos you submitted for reference.
  
  Following the review, here are the findings for the card in question:
  
  - Lululemon VGC 25500
  - Ending in: 0241
  - Balance: $0.00
  - Status: No Credit (Unsuccessful Void)
  - Serial Number: 8260
  
  The card was successfully activated, shows no signs of tampering, and has already been redeemed. As a result, we are unable to issue a credit or reverse the transaction.
  
  We understand this may not be the outcome you were hoping for, and we appreciate your understanding. If you believe the card was compromised, we recommend the following next steps:
  
  1. Report the incident to the ************************ at ***********
  2. File a report with your local law enforcement agency
  3. Contact the card partner directly to request transaction or redemption history
  
  *******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:05/17/2025

  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 placed an order and was given a total of $55.77 and then I received a notification indicating that they recharged my account for an additional charge without my permission. Not informing me what I was being charged for and by going into my funding source and stealing more money from me without permission. Theft of funds not authorized.Going into my account and stealing money after a purchase was completed and pay for. Should not ever take additional monies after a transaction has been settled and paid

  Business Response

  Date: 05/17/2025

  Dear ******,

  Thank you for bringing your concern regarding order #********* to our attention.

  Upon thorough review, we found that an additional charge of $2.28 was applied after your order was completed, adjusting your total from $55.77 to $58.05. This adjustment was due to the actual weight of the 80% Lean 20% Fat Ground Beef Value Pack. While the estimated price was based on 3 lbs at $11.97, the final weight was 3.61 lbs, resulting in a final charge of $14.40. This is reflected in the final receipt, which was emailed to you and is also attached here for your reference.

  As outlined in the order confirmation document you received at checkout, the estimated total includes discounts and promotions but does not account for final weights of items sold by weight. The document clearly states:
  The Estimated Total shown at checkout... includes the estimated cost of items sold by weight, but does not include... the final cost of items sold by weight...
  This means the final amount charged may vary based on the actual weight of such items at the time of fulfillment.

  To ensure a positive resolution, we have processed a refund of $2.52 to your original payment method. A confirmation email has been sent to the email address associated with your account. Please allow 35 business days for the refund to reflect, though this may vary depending on your financial institution. You may wish to contact your bank directly for further details.

  *******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:05/13/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came to a Vons @ **************************************** I was there on 5/13/25 I was returning **** Yogurts and Olive Garden Salad Dressing while I was doing the check out a manager by the name of *** was right behind the female cashier and then he proceeded to falsely accuse me of "taking items off the shelves and taking them to the check out and getting my money back he approached 2 managers one male and the other female started treating me like a criminal and humiliating me right in front of customers and employee's I've encountered him before and he needs to learn to be respectful and not treat customers like myself like criminals I was very upset and he never apologized for how he treated me I understand that there's al lot of people who steal but I am not one of them this manager *** needs to be written up and tired I will never come to this Vons ever again I will shop elsewhere were I can be treated like a valued customer

  Business Response

  Date: 05/14/2025

  Dear ***,
  
  Thank you for taking the time to share your recent experience at one of our stores. We sincerely regret that your visit did not meet the standards we strive to uphold.
  
  Please be assured that we have escalated this matter to the appropriate store leadership team for thorough review and corrective action as necessary.
  
  As a gesture of goodwill, a $25 store credit has been applied to your account. This credit will be available for use within 30 minutes to 24 hours and will automatically apply to your next transaction when you use the phone number associated with your account at checkout. It will appear on your receipt as **************** Credit.
  
  We appreciate your feedback and the opportunity to make this right.
  
  
  *******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 05/14/2025

   
  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.
  However I will not shop at that location ever again due to the fact that the manager *** did not apologize for his actions and if I do go to that location I am afraid I'll be watched while shopping again 
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:05/12/2025

  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 Friday, May 9th, 2024 at 1:200m PST, I was done shopping at Vons and was heading to my vehicle when their grocery cart locked making it unable to move. I wanted to file a safety complaint because the carts locking like that for disable people is NOT safe. I was parked in handicapped parking several feet away from the Vons entrance and it locked while on the side of the main street that cars drive on. I had to call the store to have a Vons staff come out to help. Phone call took a little over 2 minutes. Finally someone came out and had to use the device; three attempts to unlock the cart. It would unlock and push the cart a few inches and would lock again. That happened three times. I have included photos of the entrance, where I was parked, and the area that the cart locked. I strongly feel that this is a safety issue; what happens if the cart lockes in the middle of the road when a disabled person like me when a handicapped parking is not available right by the entrance.

  Business Response

  Date: 05/15/2025

  Dear ******,
  
  Thank you for taking the time to share your experience at our store on May 9th, 2024. We appreciate the detailed information and photos you provided.
  
  We understand the concern and inconvenience caused when the shopping cart locked unexpectedly, especially given your proximity to the handicapped parking area and the nearby traffic. We recognize how this situation could pose a safety risk, particularly for customers with mobility challenges.
  
  Your report has been reviewed by our store team, and we are currently evaluating the cart locking system and its boundaries to ensure it operates safely and appropriately. Feedback like yours is essential in helping us identify areas where we can improve the overall shopping experience.
  
  We appreciate you bringing this to our attention and thank you again for your patience and understanding.
  
  
  *******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a lowes gift card 2/1/25 at vons when attempting to use it Had zero balance . Then called ***** customer care and was told that someone used my card numbers Two days after we bought it to make online purchase . Card never left my possession. The gummy material was still on the card when I went to lowes. I have complained to all upper management at ***** and they say unless I bought the card online they cannot track activities. They say to file a police report. This will do no good. They told me only vons has access to a card they sold. I have original card and receipt in my possession. I want a new card. Not seeking refund. Someone has hacked vons data base. Or what else could be the explanation?

  Business Response

  Date: 05/01/2025

  Greetings ******,
  
  We appreciate you reaching out to us about the problem you had with the gift card you purchased.
  
  To help investigate this, we need a photo of the receipt from your transaction and front and back photos of the card you bought so we can check it on our end.
  
  *******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:04/28/2025

  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.

  02/16/2025, After cashing 2 $40 Tickets for $140, I went directly to the machine and planed to get 3 more $40 tickets, the machine after giving 2 was out of that ticket. So I thought I'd get two 2025 tickets, after 1 sounded like it went through said out so I moved to a $20 ticket it sounded like it went through and was out so I had $5 left and got a $5 ticket, after I was finished I reached in the been to get my tickets and only had 3 tickets, two $45 and 1 $5, I walked back to customer serv. and told the person who had gave me $140 and told her my tickets didn't come out after the machine acted like nothing was wrong. the assistant mgr. opened the machine, tried to give me a partial $30 ticket I told her no that's not my ticket. She told me the Bookkeeper would be in the morning and would check the ticket and money balance for my money. But they never shut off the machine. I came back the next day and was told everything ***. out. I didn't beleave them and had called the ***** ofc. was told it could take them months before they had the machine audited. I asked the Store MGR. **** ********* for a letter stating the Book keeper balanced the machine w/No overages. he told me they saw me on video put tickets BACK into the machine, which is when I got mad at a direct Lie. he had the asset Mgr. ***** ******* who said she looked into and repeated the same Lie, about the video. I asked for a letter she said they weren't going to do it and basically they aren't going to do anything. Refund and a Apology in writing is what I want. I have not shopped in the market and never will. This is my 2nd BBB claim. the 1st went unanswered. Someone called me from **************, Gave me S.F. Ca number, they gave me your out of state phone number and the person I talked to said I should do another report.

  Business Response

  Date: 04/29/2025

  Greetings ****** *****:
  
  Thank you for reaching us regarding your experience on 02/16/2025.
  
  To assist you further, could you please provide the following details:
  
  The full address of the store where the transaction took place
  
  A copy or photo of the transaction receipt, if available
  
  Having this information will allow us to conduct a more detailed review of the situation.
  
  We look forward to hearing from you so we can continue assisting you with your concern.
  
  Sincerely,
  ******
  Customer Support Team
  Case: ********

• Initial Complaint

  Date:04/20/2025

  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.

  The vons at ************* in ****************** had a rentacop that attacked me. I submitted the video from ********************* to your regional manager for pavilions.

  Business Response

  Date: 04/29/2025

  Greetings **** ********,

  Thank you for bringing this matter to our attention and providing the video for review. We take situations like this very seriously and want to assure you that we have conducted a thorough investigation into your concerns.
  Appropriate actions have been taken as a result of our findings to address this matter. We deeply regret any distress or inconvenience this incident has caused and appreciate your patience throughout the process.

  We value your feedback and are committed to ensuring a safe and welcoming experience at our stores.

  Thank you for shopping with us.
  
  *******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23228443
  
  I am rejecting this response because:

  Is it safe for me to enter the *****************************************? Can you issue an order to police to ignore obviously false police calls?

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

• Initial Complaint

  Date:04/20/2025

  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.

  On Saturday, April 19, 2025 at approximately 16:04, I was approach in a very threaten manner within the store (#****) Gardena, ** by an angry young male black employee that appeared to be scanning store inventory into a hand held device. I walked over to isle #5 and attempted to locate Easter candy products. After not seeing any baskets, I approached an employee that was standing nearby and ask him if the store had any Easter baskets. His very rude response was " I don't know" in a aggressive and threaten tone. I ask him if that is the way he talks to customers and he became more aggressive and started to raise his voice, while turning his badge over so I could not read his name and walk toward me in a very aggressive manner with his hand pointed at me. I found this to be so egregious, I told never mind and went to the service and ask for the store manager, at which point someone by the name of ******* came out of the office and appeared to be annoyed with my request for assistance. He did not seem concerned about the employees behavior and basically brushed me off stating "I'll talk to him.

  Business Response

  Date: 04/22/2025

  Greetings ****** ******,

  Thank you for reaching out and sharing your experience with us. We sincerely appreciate you taking the time to bring this matter to our attention.

  Please know that we take all customer concerns seriously, and we have conducted a thorough review of the situation you described. Based on our investigation, we have taken the appropriate action to address the issue. Your feedback is valuable in helping us uphold our commitment to providing a welcoming and respectful shopping environment.

  We apologize for any distress this experience may have caused and appreciate your patience as we worked to resolve the matter. If you have any further concerns or need additional assistance, please do not hesitate to reach out.
  

  Thank you again for bringing this to our attention. We value your feedback and your continued patronage.
  
  *******
  Customer Support Center
  Case ID: ********