Grocery Store
VONSHeadquarters
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Complaints
This profile includes complaints for VONS's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 97 total complaints in the last 3 years.
- 41 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/05/2023
Type:Service or Repair IssuesStatus: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.
Vanilla **** Cards I purchased 4 **** cards for my family. 1 was mailed to ************** (my sister), the cards were mailed out on 12/10/22, when my sister called me on 12/27/22 6pm, she said the Balance was $0. I checked with Vanilla Gift Card online, looked at the time it was used . The card was activated on 12/10/22, it was used at Ralphs #**** on the west coast 12/20/22 then at CVS the same day.How is it possible for her card to be used on the west coast when she lives in **************. There has been numerous reports of Vanilla **** Cards being scammed from people in the store. PLEASE INVESTIGATE THIS MATTER, I AM NOT THE ONLY VICTUM HERE.Thank you.The other 3 cards that were mailed to other family members here on the west coast have not been activated yet.Business Response
Date: 01/15/2023
Greetings *********************************:
We sincerely apologize that your sister was not able to use the gift card you had sent to her, and for any inconvenience this has caused. Please know that we are looking into this to ensure issues like these do not occur. We have escalated your concerns to our Gift Card support team for further assistance. Our Gift Cards team will be reaching out to you as soon as possible when a resolution/update is available. You are welcome to contact our Gift Cards team at **************, directory prompt 4, with research ticket 115763 in the meantime, if you would like.
Please let us know if you have any additional issues or questions.
Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:11/16/2022
Type:Service or Repair IssuesStatus: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.
11/16/22 I went into this Vons and there was a little kid perched on the cement wall in front of the shopping carts selling candy bars. I complained inside that the child should not be there. I pointed out to the supervisor and the security guard that this was a safety issue, that the child was in an unsafe position, that if he got hurt the store would be liable as he was on store property. They wouldn't do anything about moving the child off the store property and allowed him to remain hawking his candy bars.Business Response
Date: 11/17/2022
Greetings *******************************:
We apologize that your concerns were not heeded by our staff regarding the child selling candy bars in front of the store. We would like to note that we have procedures in place for allowing vendors/solicitation at our stores, but your comments are certainly noted. Please respond here with the store location that you visited so that we may share your concerns with our proper teams.
If you have any other questions in the meantime, feel free to contact our Customer Support team at **************.
Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 11/17/2022
Complaint: 18414985
I am rejecting this response because this is the second time I have observed children at risk at the Vons located at 6155 **********************************************************. The store manager may have the option of allowing unlicensed vendors on store property, however, it is EXTREMELY UNPLEASANT to have to navigate such people to get in or out of the store. You should care more about your paying customers than panhandlers at the door. You should really not tolerate children being on your property selling candy, those children could come to harm and your store would be liable. I am sure in the case of a lawsuit of a panhandling child being injured on your property, you would pass the costs on to your customers. There is no reason to allow this and if it continues, I will do my shopping at other stores, such as Ralphs, which does not allow panhandling and unlicensed vendors on store property.Sincerely,
*******************************Initial Complaint
Date:11/01/2022
Type:Delivery IssuesStatus: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.
Order #******** I placed this order with Vons yesterday (Oct.31).Expecting delivery of all or substitute items.No such luck.I ordered 2 two liter bottles of Sprite.With 7up back up.Refused to honor order.No 7up,no ginger ale anywhere in Vons?.And then try to get to customer service.Forget it.Seems like ********************** arbitrarily cancels certain items without bothering to substitute.Unlike Instacart.Last time I ever use this service.Very poor service.Business Response
Date: 11/07/2022
Greetings *****************************:
Please accept our apologies for the unavailable items on your recent order. We reviewed your receipt and found that the 2 qty Sprite Zero Sugar Soda Pop Lemon Lime - 2 Liter were out of stock, therefore it was not delivered, and you were not charged for it. All the orders are picked from the store shelves by in-store personal shoppers. Unfortunately, it is possible that items that are available for orders at the time of checkout may not necessarily be on the shelf at the time of picking.
We can assure you that we are doing everything possible to provide an excellent grocery delivery service, and we are confident that in the future your orders will reflect that commitment.
If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************.
Thank you for shopping with us.***
Customer Support Center
Initial Complaint
Date:10/14/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an online order this morning for pick but have a family issue so i got online and chatted with the rudest customer service agent in the world to try to change my order, i attached the chat for reference no customer should be talked to like this and then the chat ended because he was rude I still have an isue and no resolution this is an ongoing problem with your corporationBusiness Response
Date: 10/20/2022
Greetings *************************:
We sincerely apologize for your unsatisfactory experience with our **************** Representative. We have forwarded your comments and concerns to the Grocery Delivery Manager that oversees your store. This incident will be reviewed, and the appropriate action will be taken. I hope you will give us a chance to restore your confidence in Vons.
If you are still experiencing issues or have any questions, please do not hesitate to reply, chat, or call us at **************.
Thank you for shopping with us.***
Customer Support Center
Initial Complaint
Date:10/03/2022
Type:Delivery IssuesStatus: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.
Order #******** I placed an order yesterday (Oct 2)with Vons grocery store for delivery.The preliminary amount I was charged was $117.64.However,because of items out of stock,the bill came to $95.29.I have not received the $22.35 owed me.Nor did I receive an itemized receipt.Does Vons plan on keeping the money?Also several items I ordered ,were not accounted for.Not happy with Vons service,or lack of it.Business Response
Date: 10/05/2022
Greetings *****************************:
We are responding to a message sent regarding a charge for your recent grocery delivery order.
We apologize for the confusion regarding the charge made on your order. When an order is placed online with us, a pre-authorization is made in the amount of the estimated total for the order. On the date of delivery, the final charge for the order is made and the pre-authorization is adjusted accordingly, so the correct amount is charged. Unfortunately, it may take 5-7 business days from the order fulfillment date for the difference to be reflected on your debit/credit card. We have confirmed that our system is showing the pre-authorization for your order in the amount of $117.64 has been removed on our end, so all that remains is the final charge for your order. If you are still seeing an incorrect charge on your end, we ask that you contact your banking institution for more information on when you will see that change reflected.
Feel free to reach out to 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:07/28/2022
Type:Customer Service IssuesStatus: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 have been a loyal Vons customer for decades. Recently, they began a program called Vons4U. My receipts continue to accrue "rewards" that can be used for various discounts and cash for groceries. The latest receipt from today says I have 8 rewards. When I go on to my account online it shows 0 rewards. I called customer service and explained the issue. They awarded me 5 courtesy rewards, which I greatly appreciated since I had been unable to use the 5 rewards I had earned. I then proceeded to use my 5 rewards online. The next time I shopped I did not receive the rewards that I had selected, my receipt still showed I had 5 rewards. When I got home I logged into my account and it shows 0 rewards. I have gone around and around with customer service with no resolution. I now have a receipt showing I have 8 rewards but my online account says I have 0. I'm beginning to feel like this whole program is a complete scam. Spend more, earn more rewards that you can never use...and then they expire. I feel so ripped off. I ALWAYS USE THE SAME PHONE NUMBER ************! One customer service rep suggested I change my phone number so I can put a new number in their system. SERIOUSLY???????Business Response
Date: 07/29/2022
Greetings *****************************:
We are responding to a message sent regarding your rewards accumulation.
We are very sorry that the amount of rewards accumulated as listed on your receipt is different than what shows on your account on our website. We currently do not see any issues with your account in our system, so we have escalated your concern to be further resolved by our IT department. We ask for your patience while we get this resolved for you. Please know that we will be reaching out to you once we have an update or resolution for you. Once again, we would like to apologize for this inconvenience. Please feel free to respond or contact our Customer Support team at ************** if you have any questions or concerns in the meantime.
Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 08/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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