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Business Profile

Grocery Store

VONS

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

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

Find a Location

VONS has 32 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • VONS

      PO Box 20 Boise, ID 83726

    • Vons

      450 W University San Diego, CA 92103

    • Vons

      262 N EL Camino Real Encinitas, CA 92024

    • Vons

      7544 Girard Ave La Jolla, CA 92037

    • Vons

      1737 Oceanside Blvd San Diego, CA 92123

    Customer Complaints Summary

    • 97 total complaints in the last 3 years.
    • 40 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/06/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 visited Vons to purchase groceries. Upon entering the parking structure, I was forced to make a stop as I saw a Vons sales associate pushing a long line of grocery carts in my direction. He lost control of said carts, at which point they slammed into the right quarter panel of my vehicle. I parked my car, and spoke to the manager who informed me the associate should have only been pushing a total of 6 carts max. The manager then let me know they would give my information to their insurance adjuster. I spoke with the adjuster and was told this did not fall under their coverage. I have not received any compensation and was quoted $1, 300 to repair my vehicle. I did request video footage of the incident as proof but was denied.

      Business Response

      Date: 09/12/2024

      Greetings ***** **********:

      Thank you for reaching out.

      Unfortunately, we don't have enough information to determine which store you visited. If you could please provide with us with the address, we are happy to direct your concern to the appropriate personnel.

      We look forward to hearing from you soon.

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

      Customer Answer

      Date: 09/16/2024

       
      Complaint: 22247737

      I am rejecting this response because:  See below for address:

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

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


      Sincerely,

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

    • Initial Complaint

      Date:08/30/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 2 gift cards totaling $150, put in wallet and then lost my wallet a few days later. I sent multiple emails trying to get resolution. I talked to multiple management employees at the vons store at ************************************* ********, **. ***** *************). No help was given at the store or by the customer service team @ *********************** they both tell me they cannot help me.

      Business Response

      Date: 09/05/2024

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

      We apologize for the inconvenience you've experienced in trying to resolve the issue with your lost gift cards.

      We have looked into this and don't see a gift card research ticket opened for this. We sent an email with all the information needed on 7/16/2024, but to date, we have not heard back from you. 

      Please call our ******************** at ************ prompt 4 to open a research ticket. We are available Monday - Sunday from 6 AM - 6 PM. 

      Thank you, 

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

    • Initial Complaint

      Date:08/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 issue here is that the pharmacy at VONNS in ******** does not notify us when are prescriptions are filled. Everyone is 55 plus and have no clue why they are not being notified, The company has a new policy not to call only send spam on the phone? The pharmacy is not at fault because they are not allowed to let us know any more! It could cause hundreds of deaths.Lawsuits, etc. my prescription was sitting there, No one let me know!

      Business Response

      Date: 08/27/2024

      To whom this may concern, 

      Our Patient Care Pharmacist looked into this patients profile and also spoke to the Pharmacy Manager at Store 2386.

      This patient regularly picks up 2 prescriptions and has picked up the prescriptions within 1 to 2 days of being filled. The patient is signed up for text notifications and enrolled in this program on 9/14/22. Text notifications are sent out immediately when a prescription has been filled and is ready to be picked up with reminders on day 3, 5, 8 and on day 11 the patient will receive a message that the prescription will be returned to stock if not picked up. The pharmacy also calls patients on day 5, 7 and 9 to remind patients to pick up their prescriptions if still not picked up. The pharmacy keeps records of these phone calls made but, in this instance, the patient picked up prescriptions before the scheduled time for reminder calls.

      Patients may choose to opt out of text messaging at any time. Email notifications are available as an alternate option, or the patient can request to be called via phone when their prescriptions are ready.

      If you have any other questions or concerns, please reply here or contact our *********************** at ************.

      Thank you,

      Aryssa
      Customer Support Team
      Case: ********

    • Initial Complaint

      Date:08/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 went to Vons in ********* on August 10th, 2024, around 8-9pm and bought a cake and a Macys gift card for my dads birthday. I spent $100 on the gift card plus another $20 for the cake. I got the authorization receipt with my gift card and gave it to my dad. On 8/20/24 my dad went to Macys to use the card to buy something but the cashier told him the balance on the card was $32. Its frustrating that scammers keep getting away with this and stores like Vons arent doing anything to prevent this. Im not sure who to contact or if i can even get my money back.

      Business Response

      Date: 08/23/2024

      Hello *****************************, 

      We appreciate you taking the time to reach out to us about the ****** gift card. 

      Although we cannot guarantee a refund, our ******************** will be reaching out to you for images of the front and back of the gift cards, the full receipt and authorization slip. The images will then be escalated to the second level for investigation. 

      If you have any other questions or concerns, please don't hesitate to reply here or contact our *********************** at ************.

      Thank you,

      Aryssa
      ***********************
      Case ID: ********

    • Initial Complaint

      Date:08/12/2024

      Type:Product Issues
      Status:
      Resolved
      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 made an online purchase through Vons.com in the amount of $231.37 on 5/15/24 (order #********). I was told by Vons reps on the phone that the order went to the Inglewood Vons store for fulfillment. Only about half of the order was delivered to my home. I requested a refund online in the amount of $105.95 for the missing items. I kept calling Vons **************** many times at ************ over a nearly 3-month period (call reference numbers include: #********, #********, #********, #********, and #********) and kept being told that my matter was being escalated and that it would be resolved, but I needed to wait several days. Nobody ever got back to me from these calls. Then, on 8/9/24, I was finally told that the physical store denied my refund therefore the **************** center could not help me get a refund; they said I would have to contact the physical store. I have tried calling the store many times at ************ to speak to the Online Shopping Manager; however, nobody ever answers. I also then tried to dispute the amount on my credit card, but since it has been over 60 days from the purchase I cannot dispute it. Vons owes me $105.95 for items that were not delivered to my home.

      Business Response

      Date: 08/14/2024

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

      Thank you for taking the time to share your concerns with us. We sincerely apologize for the unsatisfactory experience and any inconvenience caused.

      We have submitted a refund of $105.95 to your card. Please allow 3-5 business days for processing before you see it back in your account. Rest assured, you will receive a detailed receipt in your email, too. 

      If there is anything else we can help you with, reply here or call our *********************** at ************. We are available from 6 AM - 10 PM MST, Monday - Sunday. 

      Thank you, 

      ******************
      Customer Support 
      ********

      Customer Answer

      Date: 08/14/2024

       
      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,

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

    • Initial Complaint

      Date:08/07/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      For a year, I have had someone continue to fraudulently use my phone number to redeem my points for gas in random states that aren't ********** where I reside, I chat with support and am told a case will be opened and point reinstated, but nothing ever happens. About a month ago, I changed my phone number at their request to prevent this from happening, and it happened again on 8/6. They state that there is no way to turn off the ability to redeem points for gas. This is fraud and someone else is spending dollars I could redeem towards groceries and I have no recourse!

      Business Response

      Date: 08/17/2024

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

      We are sorry to hear about the problem you've experienced with your loyalty account and sincerely apologize for any inconvenience this may have caused you.  

      We reviewed your account, and your old number is still attached to your loyalty account, so if someone were to enter it, they could still redeem your points. We have removed this account and re-issued your 1000 points (you have 1220 points). Hopefully, this fixes the issue. If not, please call our *********************** at ************ for further assistance. We are available from 6 AM - 10 PM MST Monday through Sunday. 

      Thank you, 

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

      Customer Answer

      Date: 08/17/2024

       
      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,

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

    • Initial Complaint

      Date:07/26/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 ordered 100 pcs of fried chicken for July 20th 2024 for a funeral. When I arrived they had to finish preparing it. Picked up the chicken and took it to the repast & all the chicken was soggy & nasty we ended up throwing it away & having to run to three near by Louisiana Chickens to try to get enough chicken to feed the guest . I called Sunday they said no supervisor was available. So Monday I called the Vons customer service for assistance they said I had to call the store. Called the store they either leave me on hold or no supervisor is available I just would like a refund.

      Business Response

      Date: 08/06/2024

      Hello ********************:

      We appreciate you reaching out to us and sharing your concerns regarding your 100 piece fried chicken order.

      Our District Manager has advised us that you will be provided a refund. At your earliest convenience, please return to the store and request to speak with ****** (Store Director) or *** (Assistant Store Director).

      If you have any other questions or concerns, please reply here or contact our *********************** at ************.

      Thank you for shopping with us,

      Aryssa
      Customer Support Team
      Case ID: ********

    • Initial Complaint

      Date:07/22/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 7/21/24 I ordered groceries from Vons grocery store At *****************************************. Upon receiving my groceries, I noticed they were a very poor quality, and I had to throw out three items as they were damaged over ripened and unable.I received a notice from the grocery store this morning that they denied my claim to reimburse me for these unusable groceries.It is unfathomable to me that a grocery store delivers groceries of this low quality and then refuses to reimburse the customer for them. I had to pay the grocery store to buy fruit to throw it away.This is the worst customer service I have received , I waited for *************************************************************************************************************************************************************** the background Making noise. I asked her to find a different phone and she refused. This is not the way a customer should have to go about getting reimbursed from a large company. I want to get reimbursed for the price of watermelon, raspberries, and organic plums all of which had to be thrown away. For these three items along with TAX is $13.07.The fact that I am having to file this complaint the Better Business Bureau for such a small amount rather than Vons doing their due diligence by reimbursing me for product that is unusable is preposterous.On top of that Vons allowed my information to be accessed by someone who called me asking why I wasnt at the store picking up the groceries and then wanted to get my credit card information. So not only did they drop the ball on providing me with what they are in business for which is delivering groceries, they also dropped the ball on protecting my privacy. I am filing this for the principal rather than the money. If we allow businesses to continue to price gout during this time of inflation and then not be responsible for the product they deliver. We allow them to take advantage of the customer.

      Business Response

      Date: 07/24/2024

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

      Thank you for taking the time to share your experience with us. We are deeply sorry to hear that the produce you received was not up to par and you had difficulty getting a refund. We sincerely apologize for any inconvenience this may have caused you. 

      We have reprocessed your original refund request for $21.97 today, July 23, 2024. Please expect to see it in your account within 3-5 business days. We have also shared this incident with our teams for improvement purposes and hope you will consider giving us another try.

      Again, we are sorry for the inconvenience. If there is anything else we can help you with, please reply here or call our *********************** at 
      ************. We are available from 6 AM - 10 PM MST. 

      Thank you, 

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

    • Initial Complaint

      Date:07/10/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 05/08/2024, I bought an **** gift card (25 dollars). When I scratched off the covering, several of the numbers were missing or unreadable. I asked for a refund/replacement and was told to contact ************************** and file a claim (Ticket ******). I sent them photos of the card and the receipt over a month ago. The only communication I received was when I email them and the answered that they were working on it. It has been nearly two months.

      Business Response

      Date: 07/12/2024

      Hello *******************:

      We appreciate you reaching out to us and sharing your concerns.

      We have passed this on to our ********************* and they have confirmed that the assigned researcher will be contacting you now to verify your information so that we can submit your refund.

      Thank you,

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

    • Initial Complaint

      Date:07/06/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 June 29, around 7:40 pm, I walked around Vons location *********************************** As I looked on my phone for the latest free item deal, I had ******, a store employee, say, You looking creepy! Perplexed, stunned, and angry, I approached ****** and asked him why he said I looked creepy, and he said it was a misunderstanding. To be clear, you should never call a customer creepy! I went to the front and asked to speak with the manager, *******, who I was told was too busy to talk with me due to audits. No worries. I want to understand better why a store associate called me creepy and acted in one of the most unprofessional manners I can think of.

      Business Response

      Date: 07/16/2024

      To whom this may concern:

      We appreciate **************** reaching out with his concerns regarding his visit to our store. 

      We take all customer concerns seriously.  We have conducted a thorough investigation and believe the exchange with our associate and *************** was the result of a misunderstanding.  The associate believed that **************** was recording him on his phone, but we understand from **************** that was not the case.  We have taken appropriate action to address this situation with the associate and we hope **************** will visit our stores again in the near future. 

      We value all of our customers, and we hope we can continue to serve **************** for years to come. 

      Thank you,

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

    VONS is NOT a BBB Accredited Business.

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