Business Profile

Grocery Store

VONS

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

97 total complaints in the last 3 years.
41 complaints closed in the last 12 months.

If you've experienced an issue

Submit a 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.

Initial Complaint
Date:04/08/2023
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.
*Condensed for clarity*I had an unfortunate experience while shopping at Vons this morning, so unfortunate, that I immediately began typing this complaint as soon I got home.I approach the cash register and ******************** asks, what are we doing here?Now, why else would I be approaching the cash register? Clearly, to purchase groceries I selected while browsing the store. I state that I am making a purchase and he begins to scan the items. Once ****** is done scanning the items, I input my phone number on the keypad. I notice on the screen that the item total is not accurate and I ask why.******, who is continues to be rude, informs me that I have not correctly used the Vons application. He says that I am suppose to add the products I want to the cart in the app. I replied that is incorrect and as long as I clipped the coupons, I should receive proper discounts. ****** then asks to use my phone, which I declined. Immediately after I declined, ****** rudely and loudly stated, look, Im just trying to help! If you dont want my help, you can go to someone else!Standing mere feet away is ****, a supervisor at this particular location. I expected **** to intervene and explain to ****** that is not how you interact with customers, he chose not to.******, who continues to be passive aggressive, then states that he now needs to cancel entire transaction and re-scan the items. Again, after rescanning the items, the incorrect subtotal is listed. I look at **** and asks can he help resolve the issue, he does not say anything to me. Eventually, ****** applies credits to the system manually and the correct subtotal finally appears. I pay for my items and leave the store with an awful customer experience.I do expect a phone call to remedy the problem. I have already filed a complaint on the companys website.
Business Response
Date: 04/12/2023
Hello and we apologize for any inappropriate behavior you may have experienced. What location did this occur please? We would like to investigate the matter accordingly.

Thanks you,
*****************
Customer Support Specialist IV
Customer Answer
Date: 04/16/2023

Complaint: 19911949

I am rejecting this response because:
The address of the Vons:
***********************************;
*******, ** 91505
Moreover, I sincerely do believe a gift card is warranted for what occurred.
Sincerely,

***************************
Business Response
Date: 04/23/2023
Greetings ***************************:
We hope this message finds you well, and we sincerely thank you for sharing the store location and reaching out to us about this incident.

We certainly understand your frustration with this; 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 at checkout, please rest assured that we always take these concerns seriously.

To make this right, we have thorough documentation of this incident, and we have submitted it to the Store Director of your local store for review. Additionally, we will have a member of our store's Management Team reach out to you directly to further discuss your poor experience shopping with **. Your concern is important to **, and we do hope in time you will give ** 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 ** at **************.

Thank you for shopping with **.
***
Customer Support Center
Customer Answer
Date: 04/27/2023

Complaint: 19911949

I am rejecting this response because:

3 things:
1. When Will a member of management be reaching out to me?
2. Will headquarters or the local store management be providing a gift card due to the poor experience?
3. What will the amount be?
If I can get answers to these 3 questions I will be satisfied and accept the business response.
Sincerely,

***************************
Business Response
Date: 05/08/2023
Greetings ***************************:

We have conducted a thorough investigation of the customers complaint and we will take appropriate actions to address the concerns raised, including any and all appropriate retraining. We have also attempted several times to reach out directly to the customer to offer our apologies.

We appreciate the opportunity to make this right for our customer.

Thank you for reaching out to **.
***
Customer Support Center
Customer Answer
Date: 05/16/2023

Complaint: 19911949

I am rejecting this response because:
The business has not attempted to contact me several times I was contacted ONE time by the Store Director named ******* on 5/5/23. I missed the call and I have now attempted 2 times to get into contact with the store director to no avail. I will continue to try and get back in contact with the store director in an attempt to resolve this matter to my liking.

Sincerely,

***************************
Initial Complaint
Date:04/01/2023
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.
Vons refund about ***** (they should have a digital reciept about this, I trusted them, and left the original reciept at the consumer service desk) for a bottle of fish oil. I returnes two, but they only refund the money of one of them. I'm so frustrated about running back and forth from the supermarket, wasting my time, to get my money back due to their fault.(I forgot to type in email address)
Customer Answer
Date: 04/03/2023
I talked to Vons and got the issue resolved.
Initial Complaint
Date:04/01/2023
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.
Wrong refund.... They refund me about 16.99(I trusted them and left the original reciept at thw service desk, there should be digital record) less after I returned two new fish oil(they onlu refuned one of them)... Wasted me tons of time and, I'm so frustrated about their service.
Customer Answer
Date: 04/04/2023
Could you help me to cancel this complaint, and also another one against Vons? It's resolved this afternoon.
Initial Complaint
Date:04/01/2023
Type:Order 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.
UNTRIMMED meat is a filthy lie ... it take a LOT of trimming to hide A POUND AND A HALF OF fat ON THE BOTTOM
Business Response
Date: 04/02/2023
Greetings ***********************:

We apologize that you received a meat product with high fat content, and we are happy to look into this with you. Please respond here sharing the store location, product, and date of purchase so that we may report this issue onto our store's Management Team for review. We look forward to hearing from you.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:04/01/2023
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.
Purchase of 80%/20% ground beef in the last two months ( ************ the color was much lighter than normal, and the resulting fat in the pan after cooking was excessive--way more than normal. It seemed like the ground beef percentages were more like 50%/50% ratio beef to fat. It is bad enough that prices have gone up tremendously, but this is not right. I believe it is considered false advertising, or at the very least cheating the customer.The worker stocking the meat case informed me they get whatever is shipped to them from the warehouse and have no say in the content.I am assuming there are laws regarding labeling that should address this concern. and the store should be made to follow them.
Business Response
Date: 04/02/2023
Greetings *************************:

Thank you for taking the time to reach out to us today. We are sorry to hear about the poor quality of the 80%/20% ground beef you purchased when you last shopped at your local Vons store. Please know that this is not the standard of service we strive to provide to our customers. We review all reports of issues such as these to improve our customer experience and I know your time is very important. We appreciate you for bringing this to our attention.

We would like to let you know that we have already reported this to our Store Director for immediate review. We have submitted a call-back request so that a member of our store's Management Team can contact you and assist you on this concern. We are most grateful for your patience and understanding on this matter. We hope that this incident will not stop you from shopping with us and trusting us again in the future.

If you have any further questions about this product, please refer to the contact information listed on the packaging. 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:03/28/2023
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.
My stefather June 2022. Had shown me an **************** envoice reflecting a recurring deposit to vons for$50 a week for over 10 years. He died a month latter. He said Amrican Express is the same as cash and is my money and for me to collect it. It is in my Vons account. It is only accessed by my name address and phone number. It took me 5+ months to locate my l0 yr. Old number Vons required. Vons found my account and al antold me it shows no money.?? I don't have an **************** Account. **** had thier best cards for personal and buisness. The personal card was used.vons can request an invoice of ***** showing payment. I cant reach anyone as I'm not a client.it isn't my responsability to prove or locate their records you received over 520 payments into my account you can find *************** deposit invoices payments to you for my account..******************* his Address was *************************************************************. My account access info.was ************************* ********************************************************* *************** **, ***** or ***** phone used ************* please locate and refund me. thankyou
Business Response
Date: 04/05/2023
Greetings *************************:

Thank you for reaching out to us. Per your recent conversation with our *************** team, it had been noted that no documentation of this exchange of $50.00 per week from **************** with regard to your/your stepfather's Club Card account is available. We would like to mention that an agreement of an exchange of this nature is unorthodox to Vons. As such, we have thus far been unable to locate any record of an agreement or contract of this kind in our system for yourself or *****************.
Please know that we will continue looking within our records to see what information we can find on this. In the meantime, if you have any records or written documentation of this exchange, or if you can further describe the nature of your request, please send this information over to us here via the Better Business Bureau site so we may review accordingly.
Thank you for contacting us.
***
Customer Support Center
Customer Answer
Date: 04/07/2023

Complaint: 19865841

I am rejecting this response because: it involves ***************** Vons has a relationship with **************** and they can send purchaces of ******************* sent to my account even one of the 520 times Vons recieved money over 10 years 2012 to 2021 had 520 transactions **** lived in ********** and doesn't buy food in ********* Vons. He had **************** put .money into an account accessed by my name ************************* Address *********************************************************************** and phone # (70#)********. All I need to access my acount
Its not my job to become the gifter or access his card number but to have you recieved the money cash or same a** and tell me to locate the gifters information is a act to confuse and conceal the fact your people stole it and your covering it up.
Sincerely

Matthelw

ayes
Initial Complaint
Date:03/02/2023
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.
I bought ************ gift cards ($505.95 x 2) from Vons for family. When I got home and opened the gift cards, I found out one of the cards front card numbers and back security code were all ERASED. I could NOT access or activate the card at all without those numbers. I went back to the store and ask for help and manager took my gift card and receipt and told me book keeper will contact me next day. Nobody contact me next day. I went back again for help. Different manager was there and told me too bad but nothing they can do and gave me back my unusable gift card and my receipt. Vons sold me SCAMMED gift card and has failed to ensure that its gift cards are reasonably protected against tampering by third parties. Vons was not willing to solve my issue caused by Vons sold scammed products in store. At this point, I am trying to recover my hard earned $505.95. I am attaching photos of my receipt and front / back gift card for your reference.
Business Response
Date: 03/06/2023
Greetings *************:

We sincerely apologize for the trouble you have had activating the ************ gift cards you recently purchased from us, and we would like to get this resolved with you. Per our Gift Card support team, the ************ has advised that you have case ******** open with them. **** is currently trying to send a replacement card to you but have been unable to verify your contact information. Additionally, our Gift Card support team did try to reach out to you and left a voicemail to try and verify your contact information on their behalf. Our team has advised that they are currently waiting to hear back from you to get this taken care of.

We ask that you please contact **** regarding your open case for further assistance, or you are also welcome to contact our Gift Card team at **************, directory prompt 4.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:03/01/2023
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 placed a drive and go from ******************************************************************. Order number ********. I was overcharged again. It took me 30 minutes to resolve an issue and chat/speak with four agents from fresh pass VIP line to main store back to Fresh pass Vip line. Each and everyone of them excluding the 4th customer agent has no idea how to resolve my issues.
Business Response
Date: 03/02/2023
Greetings *****************:
We hope this message finds you well, and we sincerely thank you for reaching out to notify us about your interactions with our Customer Support agents. 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 Customer Support agents, 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 our customer support management for review. 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.

Thank you for shopping with us.
***
Customer Support Center
Initial Complaint
Date:02/21/2023
Type:Billing 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 was charged twice for a delivery order that I never got. I called Vons and after talking and being on hold for 2 hours, I was told I would be refunded in the amounts of $37.90 and $18.04. For a total of $55.99. The charge of $37.90 took place on Jan 18, 2023 and the charge of $18.04 took place Jan 19, 2023. I never received either order. Please help me resolve this.Thank you,*****************************
Business Response
Date: 02/22/2023
Greetings *****************************:

We sincerely apologize that you did not receive your grocery delivery orders from 01/19/2023, and that you have not yet received a refund for the orders.

For order ******** we have processed a refund in the amount of $25.26 to your SNAP card and a refund in the amount of $17.64 to your credit card. For order ******** we have processed a refund in the amount of $34.25 to your SNAP card and a refund in the amount of $18.09 to your credit card. Please allow 3-5 business days for us to process the refund. If after 5 business days your refund is not received, please reach out to your local EBT office to inquire on the release of the funds. Additionally, we have sent refund receipts to the email address on your account for your records.

Please let us know if you have any other questions or concerns in the meantime.

Thank you for shopping with us.
***
Customer Support Center
Customer Answer
Date: 02/22/2023

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:02/19/2023
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 paid $99 on 4/12/2022 for an annual subscription of unlimited free delivery on grocery orders over $30 with free two hour delivery. For two days I have not been able to schedule a delivery for the same day or the next day. The soonest available delivery day is two days out. In addition, there is supposed to be a VIP phone line to resolve issues. The first time I called I was put on hold while she looked into it and then I was hung up on after waiting ten minutes. The second time I called I was on someones speaker phone and I couldnt even hear her until I complained then she actually bothered to pick up the phone and I could hear her. That is not a VIP phone line. Vons is offering a service that they cannot actually fulfill, so I want my $99 dollars back.
Business Response
Date: 02/21/2023
Greetings *****************:

We apologize for the trouble you have had in finding a delivery window with us as of recent. Unfortunately, our stores are only able to offer a limited amount of delivery windows per day, and once all our available windows have been reserved we are unable to offer additional delivery windows for the same day. We have checked our current availability as of 02/21, and can see that there are delivery windows available to reserve for today as well as the next 6 days.

Additionally, we apologize for the poor experiences you had when you contacted our Customer Support team for assistance. Please know that we have shared your comments with our Management Teams to ensure that our Customer Support agents are providing the best level of service possible.

While we do sympathize with your concerns, unfortunately we are not able to refund your Fresh Pass subscription as requested. Per our terms of use, a refund can only be given for a Fresh Pass subscription that is cancelled within the first 15 days of the subscription period if an order has not been placed during that time. If you'd like, you can cancel your subscription online, or we at Customer Support can cancel your subscription for you. While doing so will not refund your Fresh Pass subscription, it will prevent Fresh Pass from automatically renewing at the end of the subscription period, while allowing you all of the benefits of your Fresh Pass subscription for the remainder of the period you have purchased.

Please let us know if you have any other questions or concerns in the meantime.
Thank you for shopping with us.
********;
Customer Support Center

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