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:07/25/2023

  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.

  I had $50 in credits to be applied to an online order. I was told by a customer service supervisor ****** in ******* ******* that these would be deducted after I picked up my drive up. The credits were never applied. Vons has lost a customer.

  Business Response

  Date: 07/26/2023

  Greetings ***********************: 
  
  We apologize that you were not able to locate the customer service credit placed on your account to be used towards a delivery/pickup order. We have confirmed that you currently have $40.00 of credit available to use on your account. Unfortunately, we are unable to add any additional credit to this amount at this time, but you are welcome to use the availlable credit that you have on a future online order. 
  
  You can view and use the credit during the Payment section of checkout when placing your order. Please know that credit on your account is not automatically discounted from an order, but that it must be manually applied during the checkout process. We would like to note that credit on your account cannot be retroactively applied once your order is placed, so it must be used before finishing checkout. 
  
  If you have any trouble locating or applying the credit when placing a future order, please feel free to reach out to our Customer Support team by chat, email, or phone at **************. 
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20376897
  
  I am rejecting this response because: I've tried many times to use the credit which should be $50. I've been lied to on a number of occasions. I was told that the credit would apply once I picked up my order. I'm no longer interested in shopping with VONS. This has been way to difficult to resolve. Simply apply a credit to my **************** Card.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/07/2023

  Greetings ***********************: 
  
  While we are sorry to hear about your poor experience with our grocery delivery service, unfortunately we are not able to provide a refund to your credit card as requested. 
  
  Since the customer service credit provided to your account was made as compensation for your poor experience, and not a direct refund for any particular item(s) on your order, we will not be refunding that amount to a debit/credit card. Fortunately, the credit as it exists on your account does not expire and can be used towards a future grocery delivery or Drive Up & Go order. As mentioned, the credit will just need to be manually applied during the checkout process. 
  
  Thank you for reaching out to us. 
  ***
  Customer Support Center 

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20376897
  
  I am rejecting this response because:
  I tried a number of instances to use the credit. It didnt work. When I contacted customer service to mention this, I was lied to and told that the credit would apply after the order was picked up. You lost a customer over $50. I would spend easily $100 a week($5000) annually times ten years($50,000). The good news for me is theres lots of other stores that will be happy to have me as a customer. Your customer service is horrible.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/17/2023

  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.

  I placed an order on 6/15/23 with Vons using my EBT card A picture was sent to me stating the items were delivered?I did not sign anything nevertheless received the items I order on line I call and sent Several email

  Business Response

  Date: 07/23/2023

  Greetings *******************************: 
  
  We sincerely apologize that you did not receive your grocery delivery order as scheduled, and that you have not yet been refunded for the order. We truly appreciate your patience in this matter and have notified our Online Shopping Director, so this issue is not repeated. 
  
  For the most efficient way to have your refund processed, we kindly ask that you visit the customer service desk of our Albertsons store at *************************************************************************** with a copy of your receipt. If you are unable to visit the store, please know that we can process the refund on our end; however, the third-party processor that we use to process EBT payments/refunds is currently experiencing delays up to 30 days. If it is your preference for us to process the refund on our end, please let us know and we will be happy to do so. 
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

• Initial Complaint

  Date:07/14/2023

  Type:Billing 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 am a consistent customer at this ********************** since it is located about one mile from my home, and often, I purchase a coffee at the ********* located inside this Vons. I called ********* corporate & they stated this ********* is managed by a "third party". Therefore, I am filing this complaint against Vons. I consistently purchase a grande, americano, hot, with extra heavy cream and four raw sugars. Sometimes, this location, has charged me $3.95 for this order. There have been other occasions when I am charged $4.25 for a grande, at this location, but today I was charged $4.85 for the exact same order of the grande. Why is there such a disparity and an inconsistency with these charges. Please note I will occasionally purchase this exact same drink in a grande at a drive thru *********, located in ****** Hills, on Zelzah and Chatsworth (which is about four blocks from this Vons), and I am consistently charged $3.95 at that location for the exact drink in a grande. The *********, on Zelzah and Chatsworth (which is not located inside a Vons) has never charged me a different amount for the exact same order; they consistently charge $3.95 for this same order in a grande.

  Business Response

  Date: 07/17/2023

  Greetings *****************: 
  
  We are very sorry to hear about the inconsistent charges you have received from your purchases at the ********* at your local Vons store. Please know that this is not the level of service we want to provide. 
  
  We have reported this issue to store management and have asked a member of our Management Team to contact you personally for further discussion. 
  
  Thank you for sharing your experience with us. We hope to see you shopping with us again soon. Please feel free to respond here or contact our Customer Support team at ************** if you have any other questions or concerns in the meantime. 
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20321384
  
  I am rejecting this response because: no one has called with a message. I received two missed calls from ************ yesterday on July 18, 2023  which I do not recognize and I do not typically answer calls I do not recognize. This morning was on July 19, 2023 I googled that number and found it is Vonss phone number located in San ******** street.
  

  Unfortunately, no one left a message either time when the calls were  made. Had the person calling left a message identifying themselves and informing me they would call back later or asking me to call them back,  I would have made contact with them on July 18, 2023z 

   

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

  Business Response

  Date: 07/31/2023

  Greetings *****************: 
  
  We sincerely apologize that you were not able to get in contact with our store team when they tried reaching out to you regarding your concerns with the store ********* kiosk. 
  
  Our store's Management Team has since advised that they will be retraining our ********* associates to make sure this issue does not persist. Additionally, we have asked a member of store management to reach out to you again to further discuss this issue. 
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

  Customer Answer

  Date: 08/22/2023

  Manager ********************** called me twice before and did not leave a message. I called vons corporate and stated someone from vons called twice and did n it leave a message. That same day ******************** called and said she was tile I called to complain about a phone call someone made but did not leave a message. I told her do you mean instead you are calling about the ********* complaint I filed with BBB? Then she said Oh yes. I contacted Vons to outline my conversation with ******************** when she stated an untruth by saying she did leave a message. Please know I received to missed calls, from Vons, and no one left a message. Then she also got nervous when I asked her about that morning when I walked into Vons ********* and the employee when overcharged me began talking to a store manager and I described that manager and I asked ******************** was her, to which she said No. please know that it was her. The seemed to  discussed that it was I who files the complaint. When I asked ******************** if she told the employee my name she said No, I told ******************** that the employee knew it was me because she gave a knwonf glance got the other female employee when I walked in and stood in line to order my coffee. Which shows that, that employee, who over charges me, knows who I am because she often overcharged me. That incident was not the first which tells me she overcharged me on purpose, every time. 
  ******************** offered a gift card which I turned down and I told her that a gift card is not going to remedy the injustice that was done but if Vons makes it a point to better train EVERYONE then that would begin to remedy what was done. 

  Business Response

  Date: 08/28/2023

  Greetings *****************: 
  
  We sincerely apologize for the poor overall experience. We can assure you this is not the level of service we strive to provide our customers, and we have shared your additional concerns with our management team to review for improvement. 
  
  Additionally, we have asked a member of management to contact you again to discuss this further. 
  
  As always, we value our customers' feedback and thank you for bringing this to our attention. Please feel free to respond here or contact our Customer Support team at ************** if you have any other questions or concerns.

  We hope to see you again soon. Have a lovely rest of your week.

   

  Thank you, 

  ******************** 

  Customer Support Team 

• Initial Complaint

  Date:07/05/2023

  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.

  (Update: Today 6/29/23 Mr. Cappel lied to his manager "Jim" by telling him I am a bad customer who is violent and cusses! It is a lie! Simply because of my BBB Report...)My last complaint was made formally on 5/23/23 about John Cappel with the Reference # 04680671 on file. I still have not heard back from Vons Corporate as of 6/7/23. Our complaint has been the same for three years: John Cappel doesn't care about our community of elderly. He has consistently allowed his employees to let the lines in the checkout stands grow so long that they reach the food isles. This happens daily! The problem? It is clear to see the distress in the eyes of the elderly who have to stand while John's slow cashiers check the customers through their lines. They Never call for back up checkers! It is a store standard. We have taken pictures and videos, even as they film us customers. We have sent these in to corporate with very specific complaints. There is NEVER an answer. Right now, there is a man at corporate named Charels A. Nesta who has been assigned our case of complaints. He has Never gotten back to us. Meanwhile, John Cappel's employees are rude as they hang out in the front of the store just talking to each other while the very ill and elderly people have to wait excessive amounts of time just to get a few items checked. I have requested that they call back up checkers and have even been treated rudely for asking. John Cappel can be seen walking through his store, seeing all the lines pile up as he does nothing! I called him last year and told him I saw him walk through three times and never open a line. He yelled at me which caused me to hang up on him. He doesn't care. Thus, his employees don't care. This needs to be flagged by upper management of the mother company so that John Cappel can be held accountable for not treating the elderly with respect just because he doesn't want to open up another line. He needs coaching or a new job. Please do something to help us. Thanks!

  Customer Answer

  Date: 08/29/2023

  Dear BBB,

  I DID respond with my NOT hearing back from Vons and their Legal Counsel in my last answer to you.

  The Business is still trying to skirt that the issues of long lines in the store where the elderly have to wait excessively and unnecessarily due to the store's Director John Cappel not having enough lines open at peak times.

  The other point that their Legal Counsel is skirting is the fact that John Cappel LIED about me and my behavior right in front of his Senior VP in the parking lot. These have NOT been addressed and/or "investigated" by their Counsel and revealed herein.

  The only answers we've ever heard through the BBB is that they are investigating actions of the store and actions of me which they have had months to do and have NOT done.

  In their latest response they even try to questions why the BBB is even involved in this matter, using words like "Traditionally the BBB has..." as if the BBB doesn't mediate matters like these. The BBB has mediated matters like this and beyond for years which is why I finally went to the BBB for help.

  I request that the BBB accurately report that the customer, (me) is NOT happy with the fact that the store, nor it's Counsel have addressed these issues and that they refuse to do so. That is the fact here. They continue to say that they will be in contact with me and they are NOT. When and if they do respond, I will contact the BBB with that information so it can be added to this case and be reopened. The Legal Counsel of Vons has requested that you not make their last reply public. Why is that? Is it not clear that they don't want any negative publicity about this store to be made public? Do they not want their Counsel's way of not responding made public. The BBB stands for the protection of consumers like me and many, many others.

  Please make it clear in your current handling of this matter to the public that this matter was NOT resolved because the Legal Counsel of Vons has chosen NOT to answer our outcries through the BBB platform. They have NOT done anything to make this matter even appear that they watched all the film over the past two years at that location which will prove the reason I have gone to the BBB and to the top of Albertson's Corporation regarding John Cappel.

  I will await your answer, since I have NOT heard from their Counsel both via the BBB or otherwise.

  Thank You for all of the years that the BBB has done such hard work to make and keep consumers satisfied with the businesses that are NOT ABOVE ACCOUNTABILITY in the way they are doing business with us.

  Sincerely, 

  Bryan Kennedy

  858-217-6829

   

   

   

   

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:06/28/2023

  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 June 19, 2023, I signed up for FreshPass, and placed a delivery order. The order was delivered to someone else, probably another apartment here, but I don't know. I have contacted Vons 7 times to resolve this. They keep promising a refund, but after 10 days I have nothing. Then today I spoke with a rep who confirmed that my refund had not even been requested by the original agent. That means he and every other person I contacted lied to me. They STILL have my money ($54.34). I am a disabled senior, I have no car, and I AM HUNGRY. They should not get away with this!!!!! It has gotten so that so-called customer service will say anything, regardless of whether it is accurate!!! It's WRONG!!! Even the rep who told me the truth said I will have to wait another 10 days to get my money back. If this behavior, which has become ubiquitous, is NOT criminal, it ought to be!!!!! I have submitted complaints to the **** the ****** you, and I am about to file an elder abuse claim with the *******************.

  Business Response

  Date: 06/30/2023

  Greetings *****************************: 
  
  Please accept our sincere apologies that the store failed to process your refund as requested. We have processed the refund for you today, 06/29/2023 in the amount of $54.34. You should see the refund in three to five business days. Please check your credit card statement for the refund. We have also emailed you a copy of the refund receipt for your records. When checking your credit card statement, please take into consideration your statement cycle cut date and allow for extra time if required.
  
  We truly appreciate your patience in this matter and have notified our Online Shopping Director, so this issue is not repeated. 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:06/27/2023

  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.

  While checking out today at the ******* ********** Vons, my wife rewards card did not work as it should of. The cashier was very friendly and tried to figure out the issue. She ended up calling the supervisor named ******* for help. After several condescending questions and comments from her and me telling her my wife has been having issues for the past month, she said you need to call customer service, which my has done many times. My problem is that ******* was talking to us like we were stupid and with an attitude and tone that was unprofessional and plain nasty. We have been shopping at Vons for over 45 years and this is the worst employee I have ever dealt with. She should not be talking to anyone with this type of attitude and tone, especially being a supervisor. There are to many other supermarkets available that do not disrespect people like she did. Thank you.

  Business Response

  Date: 06/28/2023

  Greetings *****************************: 
  
  We hope this email finds you well, and we sincerely thank you for reaching out to notify us about this incident. 
  
  We certainly understand your frustration with this, and we know how important it is for our customers to have an efficient service and a pleasant shopping experience. Regarding your concern with the unsatisfactory actions of our employee, rest assured we always take these concerns seriously. 
  
  To make this right, we have thorough documentation of this incident, and we have submitted it to the management of your local store for review. We have asked our store's Management Team to contact you as soon as possible about this interaction. Your concern is important to us, and we do hope in time you will give us the chance to restore your confidence in our service. 
  
  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 

  Customer Answer

  Date: 07/11/2023

  Good afternoon.  I would like the case reopened since I did not receive any feedback or response from Vons management. This is disappointing and tells me this is another example of poor customer service and communication. Thank you ***********;

  Business Response

  Date: 07/20/2023

  Greetings *****************************: 
  
  We apologize that you were not able to get in contact with our store's Management regarding your recent concern. A member of our ******* store's Management Team had reported that they tried calling you at the phone number you provided here 3 times on 06/29/2023. They advised that they received a busy signal each time, and on the last call left you a voice message. 
  
  We are sorry that you were not able to get in contact with them at that time. We have asked store management to reach out to you again as soon as possible in hopes of getting this cleared up with you. 
  
  Thank you for reaching out to us. 
  Tim 
  Customer Support Center 

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20245507
  
  I am rejecting this response because: they say they tried calling me 3 times and left a voice message. I have not received any calls or voice mail from anyone at anytime. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/04/2023

  Good morning. Vons has reached out to me and everything has been settled and accepted. Thank you BBB for all your help. 
  Thank you

  ***********;

• Initial Complaint

  Date:06/23/2023

  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.

  Vons is part of the Albertsons/Safeway store family. They sell online from their own websites, both electronic and physical gift cards. These gift cards are also available via 3rd Party sites. Regarding the electronic gift cards, their websites state that redemption of the electronic gift card is possible at any of their affiliated stores by presenting the "eGift ** code payment either printed, or on mobile device to Checker as tender." This information is repeated on 3rd Party sites and on the electronic gift card links themselves. I have an electronic gift card. I went to redeem in-store. I made 2 purchase on 6/17/23 with no issues, with the employee easily scanning the ** code from my phone. I went shopping again on 6/22/23. I went thru regular checkout as it states electronic gift cards cannot be used at self-checkout. The cashier refused to scan it, stating she wasn't allowed to. She then asked if I had it printed out. I did not, as the easier, greener option was using my phone to present the ** code for redemption. I pointed out it said mobile device redemption was an option but she absolutely refused. It was not an issue that it wouldn't work, which would've been a lie as I used it at the same location 5 days prior. I used alternate payment instead. Once home I called the 877 number listed on the website and electronic gift card for resolution. I dialed the prompts as instructed (website says use 4 to get gift card specialists) and got a female agent. She then proceeded to waste 30+ minutes of my time, telling me verbally, that some stores don't take it via mobile devices due to past fraud. No such limitations are posted anywhere. She could not bring up any specific place I could verify this information. Then she tells me she can provide a direct # for the gift card department. She gives me the exact number I called. She tells me, she is not a gift card specialist and their phones must be malfunctioning. Then she says she'll transfer me. The call ends.

  Business Response

  Date: 06/25/2023

  Greetings *****************************: 
  
  We sincerely apologize for the difficulty you had in redeeming your eGift card during your recent shopping trip. You are correct that our site states that printed or digital presentation of the eGift card QR code should be eligible for use. We are also sorry that you were not able to get this resolved by contacting our Gift Card support team. Please know that we have shared your concerns with this interaction and the eGift card policy on our site with our teams for review. 
  
  Additionally, please respond here with the store location that you visited on 06/22 so we may report this issue to our store team as well. Please let us know if you would like a member of our store's Management Team to contact you regarding your purchase. 
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

  Customer Answer

  Date: 07/17/2023

  To the business: The store location visited was Vons #**** located at ********************************************************. I did return to the location to speak to a manager, whom while polite, reiterated their refusal to accept the digital versions of store giftcards despite posted policy. I was told it was due to a previous incident (not sure if it was this location, that was unclear) where the claim was made that by scanning another customer's digital gift card that a virus was uploaded to the system. If true, while unfortunate, that has no bearing on myself as an independent consumer. That is a Vons/Safeway/Albertsons issue to ensure proper technology and security measures are in place. In the end the manager said he would allow its (my digital gift card) usage, but he had to ring up the transaction, so if anyone got fired it would be him. I was able to finish redeeming THAT card. As I left, the manager offered to in the future have me email the gift card to the store for them to print. No guarantee it will work. 

  Business Response

  Date: 07/25/2023

  Greetings *****************************: 
  
  Thank you for your reply. We are so glad to hear that you were able to discuss this issue further and receive more assistance with your gift card from our Clovis Vons team. 
  
  Once again we would like to apologize for any confusion and the inconvenience you experienced when initially trying to redeem your eGift card. Please know that your concerns have been shared with our *************** teams regarding the policy posted on our website. 
  
  Thank you for shopping with us. 
  ***
  Customer Support Center 

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20226075
  
  I am rejecting this response because:
  Nothing was resolved. Per posted policy, this retailer needs to accept mobile versions of their gift cards. This is not an isolated incident as I have seen across a variety of platforms where they make their products available, that others are unable to use them without having to purchase or somehow access a printer. Some ways their cards are dispersed don't have an option to print out the digital gift card. An actual resolution would be for this business to adhere to posted policy and enforce it. They have the capability as an employee easily scanned my first E-giftcard without issue before being told not to do it.
  
  *****************************

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two $100 Xbox gift cards at the Vons in ********* ********** on June 2, 2023. My son tried to redeem them approximately one week later and they did not work when you look at the pin number on the back it is illegible, as if it had been tampered with, I returned to the store on June 11 and spoke with an employee by the name of ******. I went over to the rack of gift cards and pulled out 15 to 20 Xbox cards. We inspected the gift cards and noticed that the scratch off code on the back were all different , she scratched off a few of the cards and also found that they were tampered with as mine were. I had my receipt I asked for a refund and she refused. She said I need to file a complaint with corporate. I asked why the gift cards were not locked up and she said that was not under her control or the manager Colleens control , I took photographs of the fraudulent gift cards. My concern is not only being reimbursed my $200 but also that other gift cards are continuing to be sold at this location and the manager is not going to do anything about it. I have purchased many gift cards here in the past now Im not sure if any of them were good .

  Business Response

  Date: 06/18/2023

  Greetings *******************************: 
  
  We sincerely apologize for this inconvenience of the gift cards you had purchased, as well as the other gift cards you located at the store not being usable. Please know that we have shared your concerns with our Leadership Teams, as this is not the quality of product we want to provide. 
  
  Additionally, regarding the gift cards you purchased, our Gift Card support team is currently looking into this issue and has advised that they will be contacting you directly for further assistance. Ticket #****** has been provided for you. You are welcome to contact our Gift Card support team at **************, directory prompt 4 if you have any other questions or concerns in the meantime. 
  
  Thank you for shopping with us. 
  Tim 
  Customer Support Center 

• Initial Complaint

  Date:06/12/2023

  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.

  On May 13th I purchased 3 gift cards for Mother's day on May 16 I went back to the store with recepit because there was no money on the gift cards, was given a ticker number and the run around on May 29 I was told my cc was going to be credited back it's been 2 weeks and it hasn't called back 6/12 now I'm getting the run around, I purchased something and didn't get what I paid for which is fraudulent and was told I was getting my money back and have not! This is my ticket number ****** and ****** is suppose to be over my case

  Business Response

  Date: 06/18/2023

  Greetings ***************************: 
  
  We are very sorry for the difficulty that you had with the gift cards you purchased. Our Gift Cards team has advised that they were able to contact you regarding a credit that was processed on 06/14/2023. In the meantime, if you have any further concerns about your purchase or the credit, you are welcome to reach our Gift Cards support team at **************, directory prompt 4 with your ticket #****** for further assistance. 
  
  Thank you for shopping with **. 
  ***
  Customer Support Center 

  Customer Answer

  Date: 06/18/2023

   
  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:04/27/2023

  Type:Billing 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 Online *************** has begun forcing EBT users to use their Credit Cards for parts of their orders, deliberately withholding the total amount from the "Charge EBT" option. Despite my entire order being EBT eligible and consisting only of food items, Vons is preventing the full total from being charged to EBT, purposely withholding $6.72 which they are forcing me to charge to my credit card before allowing me to place my order. This is a very worrying development for all their loyal customers who depend on EBT for the groceries, many of whom cannot afford to charge their credit cards in order for Vons to fulfill their order.If this is a genuine online error it needs to be fixed immediately. If this is a policy change on Vons part, it possibly illegal. And will most definitely result in the loss of many loyal customers. I have reached out to Vons on this matter via email and received no response.

  Business Response

  Date: 05/02/2023

  Hello

  We have refunded $3.25 back to **** for order ******** and submitted the issue to our IT team with a ticket # of INC9551325.  Multiple users have been affected to date.  We are working to resolve any issues that persist.

  Thank you

  *****************
  Albertsons Companies
  Case: 04332512
  

   

   

   

   

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19990055
  
  I am rejecting this response because:

  As of May 2 this issue has not been resolved. Logging onto Vons this morning I found I still could not place an order with my EBT card without charging $6.25 to my credit card. My complaint did not request a refund, it asked Vons to fix the problem. I first became aware of this issue on April 24. So for over a week your loyal EBT customers have been held ******: pay ** out of your own pocket or we won't let you purchase food with your EBT card. This is a serious issue, affecting thousands of families. That it's still ongoing over a week later is unacceptable.

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

  Business Response

  Date: 05/07/2023

  Greetings *********************: 
  
  We sincerely apologize for this trouble you have had placing your order with us. As mentioned, we have escalated this issue to our IT teams who have advised that this is a known issue with our system at the moment. Unfortunately, an ETA of when this will be fixed is not available, but please know that our teams are working to get this resolved as soon as possible. We recommend checking back on our website/mobile app periodically in the meantime. 
  
  If you have any other questions or concerns, please feel free to respond here or contact our Customer Support team at **************. 
  
  Thank you for shopping with **. 
  ***
  Customer Support Center 

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19990055
  
  I am rejecting this response because:

  I alerted you to this serious issue 2 weeks ago. You're response then was the same as it is now: check back every day. Fourteen days of "checking back" and the problem is getting worse, not better. As you can see from the screenshot of my checkout order taken this afternoon, you, Vons, require me to pay $31.24 of a legitimate EBT purchase on my own credit card before allowing me to place an order.

  This problem should have been sorted immediately as it directly affects thousands of your loyal customers. To hear two weeks later that you are only now "escalating" clearly indicates that it hasn't been a priority to you until today. If a similar issue were preventing your non-EBT customers from placing orders would you have dragged your feet for two weeks before fixing it?

  Every day this problem continues is another day Vons is letting its EBT customers down.
  

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