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Business Profile

Grocery Store

Rouse's Supermarket

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:02/15/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 19411082, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      Thank you for your continued attention to my concerns
      regarding the King Cake issue. I appreciate your efforts in reviewing the
      situation and the communication we have had thus far. However, there are a few
      points I would like to reiterate in light of the circumstances.

      While I understand that you assert there has been no
      change in your packaging or shipping methods, the reality is that the King Cake
      I received differed significantly from mine and my wife’s previous orders. In
      the past, the cakes have consistently included a plastic piece in the middle
      and additional protective items to prevent damage during transit. This time,
      unfortunately, the absence of such measures resulted in a cake that was
      noticeably damaged upon arrival, which I provided a picture of in the original
      complaint. I offered to return the cake as well and there was an initial
      refusal to accept the return when I offered upon its arrival.

      I must respectfully disagree with the assertion that the
      King Cake is merely "edible" and not "damaged." While it
      may still be consumable, the product's compromised condition diminishes the
      overall experience and presentation, which is a significant aspect of ordering
      a specialty item like a King Cake. The absence of the usual protective measures
      has led to a product that falls short of the standard I have come to expect
      from Rouses.

      In your response, you mentioned that your team deemed the
      cake to be edible, and I appreciate your perspective. However, I would like to
      emphasize that "edible" does not equate to "undamaged." In
      the context of a celebratory and visually appealing item like a King Cake, the
      aesthetics and presentation are integral to the overall experience. I believe
      it's crucial to consider how the product is received by the customer beyond its
      basic edibility.

      To illustrate this point, I invite you to consider
      whether Rouses would find it acceptable if a customer received a wedding cake
      in a visibly damaged state. While the cake may still be edible, the impact on
      the customer's experience and the significance of the occasion cannot be
      overlooked. I believe the same principle applies to specialty items like King
      Cakes, where the visual appeal and presentation are key elements of the
      product.

      I remain hopeful that we can reach a resolution that
      aligns with the high standards that I have come to associate with Rouses.

      Thank you for your attention to this matter.



      Regards,


      *** ********



       

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