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:04/20/2024

  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 3/28/2024, my Amex card was charged $97.37 from Vons.com.So I chatted with Vons regarding this fraud issue. Someone hacked my Vons account and used my saved AMEX card to pay $97.37.I contacted Vons TWO times to solve this issue and they said they would refund it 5-7 days but until now there has been no refund or any action.

  Business Response

  Date: 04/21/2024

  Greetings ***************:
  
  Thank you for contacting us; we appreciate the opportunity to respond. Fraudulent transactions must be disputed with the financial institution. If you have any questions, please contact the *********************** at **************.
  
  Thank you, 
  
  ******************
  Customer Support Team
  ********

• Initial Complaint

  Date:03/29/2024

  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.

  My brother and I went to this grocery store to pick up my brothers W.I.C. items this was the first time that we would be doing W.I.C. items and wasn't exactly sure about the correct items so we choose all of the Items from the website and went to the Checkout the Cashier rang up all items and then said we had a monetary balance of $26.00 and we then told him that all of the Items should be W.I.C. and therefore there shouldn't be any money owed, This is when his facial expression and body language changed he started looking frustrated and moving quickly by taking our items back out of the bags we told him we weren't sure about the correct items and could he or someone else let us know which items to get and he Angrily said THAT'S NOT WHAT I DO! YOU ARE SUPPOSED TO DO THAT! I said okay so he began to re-ring our items to clear the money balance after trying a couple of times and not being able to do it he began to put our items onto the next empty checkstand I assume to be taken back, I looked at the register and there still was a 4.99 balance and asked why and what was going on? He then Angrily said I ALREADY TRIED TO HELP YOU, DUMBASS! I was so shocked then I said did you just call me a dumbass? He replied YOU HEARD WHAT I SAID DUMBASS! I then asked what his name was and he responded I'M NOT TELLING YOU NOTHING, YOU CAN FIND OUT THE BEST WAY THAT YOU CAN! I went over to the **************** desk and asked for a Manager and was told that he was gone for the day and I spoke to the front supervisor and explained the incident to him and while doing this the Cashier who's name is ********************************* I found out later came over to the **************** desk while the supervisor and I were talking and actually said to me "I CALLED YOU WHAT I FELT LIKE CALLING YOU!! And he then walked away, Again I was Shocked and couldn't believe the nerve that he had to proudly say this in front of a supervisor, I told the supervisor that not only does he not respect women, him or Von's.

  Business Response

  Date: 04/06/2024

  Greetings *******************************,
  
  We want to thank you for sharing your experience with us, and we are deeply sorry that you had to go through such an unpleasant situation. Please be assured that this is not the kind of experience we aim to provide, nor is it the behavior we expect from our associates. 
  
  We immediately shared this with our team, and they informed us that they had already spoken to you directly to offer their sincere apology and let you know they are taking this matter seriously and that appropriate action will be taken to address the issue. 
  
  If you still have any questions or concerns, please don't hesitate to reply or call our *********************** at ************. We are available Monday - Sunday from 6 AM - 10 PM MST. 
  
  Thank you, 
  
  ******************
  Customer Support Team
  ********

• Initial Complaint

  Date:03/08/2024

  Type:Product 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 bought this ****** gift card on December 24, 2023. My husband tried to use it on December 26th with no luck because it has 0 balance. I claimed Vons and after 2 months they said that I contacted ****** because there is nothing wrong on their side, so they could start a transaction dispute. Additionally, they need a written denial from ****** to see "what they can do", but "no guarantees". I called ****** and they said the card has 0 balance from the start and now is voided. Furthermore, the card was activated on December 18th, 2020! So no transaction dispute can be made or written denial can be sent. They insist that Vons has to replace the card because I bought it there and not directly at Macy's.I've sent Vons 2 emails indicating what ****** stated but I have no response. I call them again and they insist that they can't do anything else. I also asked them to respond to my claim by email to have proof of their decision, or at least that the investigator calls me but again, no luck. I appreciate any help in replacing the gift card. Kindly *****

  Business Response

  Date: 03/12/2024

  Greetings *********************:
  
  Thank you for sharing your concerns with us. We sincerely apologize for any inconvenience caused to you. We have contacted our ******************** regarding your issue, and they have informed us that they have reached out to you directly to resolve the problem.
  
  If you have any other questions or concerns, please don't hesitate to reply here or call our ******************** directly at ************, prompt 4. We are available from 5 AM - 5 PM PST, Monday - Sunday. 
  
  Thank you, 
  
  ********************
  Customer Support Team
  ********

  Customer Answer

  Date: 03/12/2024

   
  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:03/01/2024

  Type:Customer Service 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.

  March 1st, 2o24 I have been a customer of this Vonz location since 2009 and have spent thousands of dollars here. **** promised to deliver customer service but failed miserably.On this day, March 1st and other days in the past, of which occurred more than once. A security guard, a cart pusher and a supervisor named ***************************** have made my experience shopping with Vonz here worse than anything I have ever experienced before. For multiple of times, whenever I came to this location, none of the employees have tried to greet, welcome and/or acknowledge my present. Instead, these employees have followed me one by one. Worse, they awkwardly attempted to physically monitoring my every move as if I was a criminal. There were customers everywhere in the store but these employees did not cater to anyone except to follow me and make me feel like a criminal. These actions from these Vonz employees have made me feel significantly low and discriminated against just because I am an Asian descend. I believe this Vonz location is not practicing corporate lawful policy and procedures. This Vonz location is not withholding professional standards. And this Vonz location did not follow federal 'zero tolerance discrimination' policy as promised. I've tried to file a complaint inside the store but I was told by the supervisor named ***************************** that my complaints will not be solved by anyone and will die at this store level. I've also confronted the Security Guard for his action but got an 'off the street' "Wassup?!" from him with a suggestive comment of "go ahead, file a complaint and I don't really care" attitude. Nothing or no one has resolved these issues as of now since these employees attempted to stop my complaint at the store level. This Vonz location is not aligned with corporate policy and procedures as promised in the corporate mission statement.

  Business Response

  Date: 03/12/2024

  To Whom It May ******************* Store Director has been in contact with the customer and is addressing the customers concerns directly. We have policies and training against discrimination, harassment, etc., and we take those policies and training seriously. We expect our customers and associates alike to be treated with courtesy, dignity, and respect, and we will continue the discussions with this customer in that spirit.
  
  If there is anything else we can help you with, please reply here or call our *********************** at ************. We are available Monday - Sunday from 5 AM - 10 PM PST. 
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

• Initial Complaint

  Date:03/01/2024

  Type:Delivery 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 2/01/24, I placed a flash delivery order that totaled $86.05 (including flash delivery fee and tip). Despite my including specific instructions for delivery, my order was delivered to an entirely different building. Upon receipt of the picture showing delivery, I immediately attempted to contact the driver and sent a message informing that the he had delivered to the wrong building to which I received no response. So, I went onto the Vons app and it indicated that it you had a problem with delivery, you should click the link to chat with an agent. So, I did that and the agent offered to redeliver the next day. Unfortunately, I ordered a flash delivery because I had ordered things I needed quickly. She then indicated that she could refund me and it would take 5 days. I accepted this option. On 2/09/24, I noticed that I had not received an email, nor had I received my refund, so I reached out via chat again. I was connected to an agent named "********" who told me that the request has just been submitted and it would be another 5 to 7 business days. This was obviously not a satisfactory response, so I asked to chat with a supervisor. I was connected to "Jade" ******* name was *********** who informed me that "********" had misspoken and that the refund was in process and would be complete by end of day 2/12/24. this did not happen. So, On 2/20/24 I reached out to send an email (attached) regarding this matter. I received a profuse apology and a promise that I would be called back, receive an email, and RECEIVE MY REFUND. But none of these things have occurred and now it is 3/01/23. So, I am paying interest and you are receiving unjust enrichment. I am a subscriber to your fresh program, but this service means I wasted that money too. Because this is not the first delivery mishap from Vons. I want this fixed immediately. Even with the refund, I am not sure I will use this service again because there is no actual SERVICE. Clearly!

  Business Response

  Date: 03/04/2024

  Dear ***********************,
  
  We are sorry for any inconvenience caused by your order being delivered to the wrong location and for the poor customer service experience that followed. We understand your frustration. Please know that this is not the kind of experience we want you to have, and we have taken proactive measures to ensure that such an issue does not occur in the future.
  
  We invite you to contact the store directly if you have any further concerns or issues with your orders, as they will be more than happy to assist you.
  
  Furthermore, we have processed a refund of $86.05 to your original payment method. Please allow 3-5 business days for the refund to reflect in your account. We also sent you a confirmation receipt to your email address on file.
  
  We apologize, once again, for the inconvenience caused. If you have any further questions or concerns, please do not hesitate to contact us.
  
  Best regards,
  
  ********************
  Customer Support Team
  ********

• Initial Complaint

  Date:02/26/2024

  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 redeemed rewards I have been saving on my account for $20 off my next purchase and someone took the reward and used it somehow. It's odd how someone knew to use it this time and hadn't been before. I want the reward put back on my account at least the $20. This is yet another hassle for dealing with this.

  Business Response

  Date: 02/27/2024

  Greetings *************************:
  
  We appreciate you bringing your concerns to our attention. We are sorry to hear your grocery reward was redeemed before you could use it, and we sincerely apologize for the inconvenience. 
  
  We looked into this and saw that the 12 rewards have already been added back to your loyalty account and should be visible on your end. We also recommend changing your phone number if possible so this does not happen again.
  
  If there is anything else we can help you with, please don't hesitate to reply here or call our *********************** at ************. We are open from 6 AM - 11 PM MST - 7 days a week. 
  
  Thank you, 
  
  ******************** 
  Customer Support Team
  ********

  Customer Answer

  Date: 02/27/2024

   
  Better Business Bureau:
  
  I am not able to change my phone number. It seems another check should be made at the register before allowing someone to use a reward, especially to avoid a case like this  

  
  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:02/20/2024

  Type:Product 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.

  Their seemingly 'standard practice' to overcharge and deceive their customer base which is largely retired or senior citizens. It's been going on for years and a large population of locals appear to feel the same. Vons in ************** ********* ** ***** needs investigating!

  Business Response

  Date: 02/26/2024

  Dear Better Business Bureau Representative,
  
  We appreciate the opportunity to address the concerns raised regarding an alleged overcharging incident at our Vons in ************** location store #****. It is not our program or policy to engage in such practices, and we take customer satisfaction very seriously.
  
  We want to assure you that all of our tags and signage indicating prices are displayed correctly, and our adherence to weights and measures regulations has been validated with no violations during inspections.
  
  We kindly request that *************************** to please come and speak directly to our Store Director, *********************. She is well equipped to address any questions or concerns that **************** may have and is committed to resolving this matter promptly.
  
  We apologize for any inconvenience or misunderstanding this situation may have caused and assure you that overcharging is not a standard practice within our company.
  
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to rectify the situation.
  
  
  ******************** 
  Customer Support Team
  ********
  

  Customer Answer

  Date: 02/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and followed the 'suggestion' to meet with the Store Director, *********************. I did as suggested, today 2/27/2024 and ************* wasn't even aware of this communication. During my conversation, ************* couldn't explain why I kept getting over charged but assured me it's not standard practice and that staff will be instructed to offer apologies in future whenever an overcharge takes place resulting in another visit to **************** desk. Only time will tell if things improve. 

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

• Initial Complaint

  Date:02/08/2024

  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.

  Placed an online order for 01/24/2024 for $236.08 using my EBT card. My entire order was bad the items were melted, and not kept refrigerated we ended up having to toss it all out and the other items were expired. maybe thats why they were on sale. I did not feel safe or even want to feed my family items not properly stored that went bad and expired. that could cause harm to my family. I immediately contacted Vons and asked them to pick up the groceries and they said they can not take back food and for me to trash it which I did and that they have processed my refund and I should receive it in 3 to 5 days a week later I contacted them to let them know I still havent received it. Theyve been told me that my claim was denied because there was a picture showing that it was delivered. I told him I was not disputing that it was delivered. Im disputing the quality and safety of the items they said the claim is denied and there was nothing they can do

  Business Response

  Date: 02/10/2024

  Greetings *******************:
  
  We are deeply sorry for any inconvenience you have experienced regarding your grocery delivery order. Please know your experience and the quality of the products you received are not the norm, and we are working with our teams internally to ensure this doesn't happen again. 
  
  We have submitted a full refund of $236.08 and sent a receipt to your email on file. Please allow us 3-5 business days to process the refund. If you have not received your funds by the end of business on the 5th day, please contact your benefits office to inquire about the release of the funds. 
  
  If you have any other questions or concerns, please do not hesitate to reply here or call our *********************** directly at ************. We are open Monday - Sunday from 6 AM - 11 PM MST. 
  
  Thank you for shopping with us, 
  
  ********
  Customer Support Team
  ********

• Initial Complaint

  Date:02/02/2024

  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.

  Below are images of the ************** purchased at the Vons In ************ on 10/20/2023 by my boyfriend for me. After receiving it, I scraped off the access code and I attempted to use part of the $400 to make a purchase at Nordstrom online. At that point it showed zero balance. When I initially called Nordstrom about it, the first assistant told me the card was used somewhere in Delaware to purchase makeup. She said nothing could be done to reimburse ** at our end, even though she knew that the transaction took place here in California. I have the original card and receipt. The next agent at Nordstrom, initially said they would investigate but when I called back and spoke to a manager they said too bad and to contact Vons. My understanding is that I am not the only victim of the grocery store thefts of gift cards purchased. I have been dealing with Vons for months and now they are referring me back to Nordstrom. Apparently this was a common scam for gift cards purchased at grocery stores this past holiday season.

  Business Response

  Date: 02/03/2024

  Greetings *****************:
  
  We understand that you've experienced difficulties with your Nordstrom gift card. However, after a thorough investigation, we can confirm that the card was successfully activated and was not tampered with. We are only responsible for card activation, which we successfully did. 
  
  We are very sorry for any inconvenience this has caused you. Unfortunately, we must refer you to the card partner, Nordstrom, to file a charge dispute.
  
  Thank you, 
  

  ******************** 
  Customer Support Center
  ********

  Customer Answer

  Date: 02/04/2024

   
  Complaint: 21239494
  
  I am rejecting this response because:

  
  In response to Vons response:
  
  As noted in my original statement, when I tried to activate the Nordstrom gift card purchased at Vons  for me, it showed zero balance. I called Nordstrom gift card department and was told that all $400 was expended on cosmetics by someone in ********.  They told me to file a police report which I attempted to do. However, there was no action by police as I had  expected.  
  I then read online about the numerous gift card scams such as my case which had taken place for gift cards purchased in grocery stores.  I contacted Vons  and was told by their rep that I was one of many customers who they were dealing with who had purchased Gift cards from them.  Also, I will be happy to send links to newspaper articles to that effect. I subsequently spoke by phone to a Vons rep who said they were trying to contact ********* to obtain more info and if ********* would not honor they would then reimburse me directly. Now Vons latest communication is not acknowledging that they opened an investigation on my card as well as other gift cards purchased at their store and further that they would refund the amount after they determined that ********* would not reimburse me directly.  This has been going on for months and the latest response youve cited is totally void of these assurances I received over the phone by the Vons gift card department.  
  The bottom line is I tried to have Nordstrom honor it but they told me that the gift had already been used in ********.  Now Vons is putting it back on them and telling me to start from scratch. One of the entities is liable and since the card was purchased at Vons and obviously part of the Christmas gift card scam at grocery stores, Vons as the seller should be responsible. 
  
  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/18/2024

  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.

  Vons has begun using deceptive in-store advertising, advertising protein bars 2 for $3, then at checkout I was charged $3 each. Has been an ongoing thing at this supermarket chain.

  Business Response

  Date: 01/21/2024

  Greetings *******************************:
  
  We have looked into your concerns directly with our store leadership team, and they let us know the sale and signage on the shelf for the ** Bars is 2/$6, which is why they rang up for $3 each. 
  
  We're sorry for any confusion or inconvenience this may have caused you. If you return to the store, they are prepared to issue you a full refund for your purchase. 
  
  If there is anything else we can help you with or if you have any other questions or concerns, please don't hesitate to reply or call our *********************** at ************. 
  
  Thank you for shopping with us, 
  
  ********
  Customer Support Team
  ********