Business Profile

Convenience Store

Royal Farms (Corporate Office)

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Royal Farms (Corporate Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

96 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

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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:06/04/2025
Type:Product Issues
Status:
UnansweredMore 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 son entered an incorrect pin number multiple times while attempting to use my rewards card, and as a result I am unable to use my card. I have contacted customer service which is automated, with no success, spoken with a store employee, who told me to simply open a new account, also non-productive, as my original account is still active. My wife even wrote to the corporate office and received no response. I simply wish to be able to use my card again, so that I can get a discount on my fuel.
Initial Complaint
Date:03/03/2025
Type:Facilities 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 12/22/2024 (Sunday) we fueled up our 2021 Ram Diesel pickup at the diesel pump area at Royal Farms in ************, **. While my husband was refueling, I remained in the vehicle and saw the "water in fuel indicator" pop up. I mentioned it to my husband and upon departing Royal Farms, the truck stalled at the entrance/exit of the parking lot. We had to have it towed to the nearest automotive shop, ******** We called ******* the following Monday, and learned they were closed the entire week for the holidays. We then called a nearby shop, M&L Truck (diesel truck experts), to see if they could assist. They went to *******, checked the vehicle and as noted on the attached bill, they drained a large amount of water. The invoice further notes the tank would need to be removed and drained of the contaminated fuel. Since the truck was not on their premisies, they were limited to the service they could provide and suggested we wait until ******* opens. ******* also found water in tank and drained the contaminated fuel. ******* invoice also attached. We reached out to Royal Farms requesting reimbursement for repairs, vehicle rentals and other associated costs. They refused as their fuel ***** claims this was not a result of contaminated fuel. We are confident it was since the water in fuel light popped up while fueling at Royal Farms and stalled immediately as we were leaving the premises. We had driven from ********* to ************ with no issues and also had no prior mechanical ssues with the truck prior to our fueling up at Royal Farms. Both automotive shops agreed that it was due to contaminated fuel. We continue to have issues with rough starts and recently returned to M&L. We were advised by individuals familiar with fuel contamination and informed it can cause engine, alternator and battery issues. I advsied Royal Farms I would take further action since they refused to take responsibility and reimburse us but received no response.
Customer Answer
Date: 03/03/2025
Attached is a copy of the credit card statement showing the gas purchase at Royal Farms. Thank you
Business Response
Date: 03/21/2025
Hi *******,

Apologies for the inconvenience here. I've gotten in touch with my team, and they mentioned that they attempted to get in touch with you a few times over phone and voicemail but had no success. They were looking for all receipts you had attached here.

I've gone ahead and sent them all receipts. They will be in contact with you soon. Thank you!
Customer Answer
Date: 03/21/2025
Hello, am happy to hear that the business, Royal farms, attempted to reach out via phone and voicemail; however , I did not receive any voicemails. Is it possible for them to reach out via my email address ********************* Also, would like to ensure they have my correct phone number of ************.
I do not want to say I am satisfied with the response yet as I have not heard from them and therefore do not want to close the case yet.
Business Response
Date: 03/21/2025
Hi *******!

Please see attached screenshots that indicate there were no issues with the fuel. Our team mentioned that if there was an issue with the fuel, we would've come across multiple reports at that time. Thank you!
Initial Complaint
Date:01/30/2025
Type:Customer Service 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 have sent e-mails, through the Royal Farms app, on 12/14/24, 12/21/24 and on 1/8/2025 but have not received ANY response. I have called the phone number listed for customer service *************) but you cannot reach a human, unless you have an employee's name. There is not an option for customer service. I am trying to resolve an issue, with ROFO Rewards Points.
Business Response
Date: 02/13/2025
Hi *****,

Upon checking our system - I can confirm that your complaints have been resolved. Please let us know if you need anything additional at all. Thank you!
Customer Answer
Date: 02/13/2025
How can Royal Farms say that the claim is resolved, when I have had absolutely no contact with Royal Farms? I have not had a phone call, text or e-mail from Royal Farms. I want to obtain my earned ROFO Rewards points from my purchase on 12/3/2024. Royal Farms tries their best to cheat their customers out of ************************ points and they have one of the worst customer service departments (they just ignore you and hope that you will just give up). I want a customer service manager to contact me by phone, text or e-mail ASAP!
Business Response
Date: 02/24/2025
Hi *****,

Please see the multiple attempts to contact you attached. We're happy to assist you in any way possible. Please let us know what we can do.
Customer Answer
Date: 03/01/2025
I am COMPLETELY dissatisfied with BBB of MD AND Royal Farms! I have not had ANY CONTACT from Royal Farms AT ALL. I requested a phone call and contact information with a customer service manager from ********************** AND NEVER received that information. Royal Farms has not communicated with me EVER. How can BBB of MD close this complaint when it has NOT BEEN RESOLVED? BBB of MD has been very useless to me, with this matter and I am not satisfied, with the outcome. I want the name AND contact phone number for a customer service manager at **********************, so I can resolve this matter myself. I have been a loyal customer at ********************** and their customer service SUCKS! ********************** has the worst customer service department that I have dealt with; second only to BBB of MD (but at least with BBB I had a contact person and phone number).....not that ******* was of any help! Please forward the contact info to me as soon as possible.
Business Response
Date: 03/03/2025
Hi *****,

Your missing points have been added to your account. Have a great day!
Customer Answer
Date: 03/03/2025
Finally! I was awarded my ROFO points today. I still did not receive a contact person name at Royal Farms AND a contact phone number, in case this happens again. Royal Farms has one of the worst customer service departments that I have dealt with and they need to make HUGE improvements with their customer service response system!
Customer Answer
Date: 03/03/2025
I still did not receive the contact information that I requested. I asked for a contact person's name and phone number at Royal Farm's customer service department, in case that I have another problem with Royal Farms. I DO NOT APPRECIATE the BBB of MD soliciting a donation from me! Please forward the contact information that I requested. I do not know how many different ways I can ask for this contact information.
Initial Complaint
Date:01/29/2025
Type:Sales and Advertising Issues
Status:
UnansweredMore 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 Sunday, January 26th, I visited the ********************************************************, location. While getting gas I was offered a 30 cent discount on gas if I bought a car wash. I decided to buy a car was as I needed one that day. After my purchase and use of gas I drove to the car wash and noted that it was closed.I went inside the store and asked the employee for a refund on the car wash. I stated it was okay to remove the gas discount I received, but I could not use the car wash so the service could not be provided.I was informed the store cannot provide me with a refund. I in no way blame the employees on hand as they were pointing to company policy. I was informed that (1) I received the gas discount and (2) I have 365 days to use the car wash so no refund would be *********** is quite clear that Royal Farms has this policy in place in hopes that customers forget or lose their car wash coupons and they get to benefit from the purchase of a service that is never used. I am fine with customers having the option to use the coupon for 365 days, but there should also be an option for a customer to be fully refund (less the gas discount) for a service offered but then not provided. This is a clear false advertisement of a service that could not be utilized. This is not the first (or second or third) time I have been to a Royal Farms with a broken car wash so I am sure this is a very common occurrence and people eventually lose the money they spent because they lose the coupon or forgot. Or it is just inconvenient to get to a Royal Farms for some ************** request is that the Corporation explain this policy and its legality. In all my dealings with massive companies if you cannot receive a product or a service then a refund option is provided to the customer. I would hope and expect ******************** Policy changes as this is clearly a way to take advantage of customers that are unaware of broken car washes at the time of purchase.
Initial Complaint
Date:10/29/2024
Type:Facilities 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.
The Hand Sink in the mens restroom does not dispense water,*******************************************
Business Response
Date: 11/19/2024
Hi ****!

Thank you for flagging this. We have alerted our team, and this will be fixed promptly.
Initial Complaint
Date:09/23/2024
Type:Delivery 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.
/Placed an order for delivery from the location at ************************************ on 09/11/2024. Order ended up being cancelled either by store or driver due to an address issue. Later that evening I received an email from *** *******, District Leader saying my order would be refunded. As of today (09/23/2024) I have yet to receive refund for the order they cancelled. Additionally, my repeated attempts to get a time frame on refund by contacting Royal Farms in general and *** ******* specifically have been ignored. And in case they want to try the favorite business excuse, I have checked my SPAM folder. Nothing there. Their refusal to refund or even communicate is what prompted this complaint.
Business Response
Date: 10/15/2024
Hi *****!

I sincerely apologize for the delay and inconvenience in this case. I've reached out to *** directly, and am in the process of working on your refund. I will have *** contact you as well.

Thank you!
Customer Answer
Date: 10/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:09/16/2024
Type:Billing Issues
Status:
UnresolvedMore 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 computer was Hacked recently so my *************** checking account was frozen as it should have been. the amount stolen was $3500.00 dollars plus. I reached out to Royal Farms several times by using their web site and no one to date ever responded. I have been a good customer for year using ********************** Farm for fuel and more and never, ever not paid my bill. I did see that they froze the Royal Farms card as they should have. I called the numbers on the back of the card, ************** and no one answered several times again.I recently found that Royal Farms sent me to collection, and I talked to them several times before filing in small claim court. I explained the issue of computer hacking etc. which made a lot of changes I'm still in process of correcting from Bank Accounts to e-mail address, the hours in addition to Royal Farms issues of nonpayment. I did fax the police report, new checking account info etc. I have been working with their collection agency Check ********. I was told if its fraud as I say, fax them info at ************** Claim # LE2313529 which I did. They charge me $40.00 dollars for payment that did not go thought totaling $120.00 in fines which if this isn't settled and will have a judge make a decision. My credit score is 820, that should say something. I have no problem paying charges of mine but do have an issue with Checkredi, Royal Farms collection Agency taking advantage. Royal Farms has no contact info for the customer or ignores any response after filing their web site contact. I hope I'm helping other consumers with this BBB filing.
Business Response
Date: 09/26/2024
Hi ******,

I would like to apologize for the inconvenience caused by this issue. I'm actively investigating your case regarding the $120.00 in fines. As soon as I have an update, I will follow up with you.

I have reached out to our support with all the information provided as well. If you have any additional questions, please do not hesitate to reach out.
Customer Answer
Date: 10/02/2024
This complaint never should have been closed as Royal Farms corporate office made contact with me saying she was going to look into the matter, which she never got back to me to date. If the BBB closed it, then BBB made a mistake. Please open the complaint again. Thank you.
Business Response
Date: 10/15/2024
Hi ******,

Apologies for the delay here again. I was waiting for a few updates from my team. Unfortunately, we aren't able to assist any further since your account is was on hold due to a return from your bank. I sincerely apologize for this inconvenience.

Anytime a return happens on an account, the charge is sent to a collection agency who will charge a fee. Royal Farms does not profit from this fee, nor do we have any say on when it is charged. Unfortunately we are not able to assist with this situation.

Once the charge is taken care of, their account will be released, and you will be able to use your account again!
Customer Answer
Date: 10/15/2024

Complaint: 22286486

I am rejecting this response because: It is Royal Farms responsibility to answer comments or questions I repeated sent on Royal Farms website about my bank account changes that were needed due to the computer hacker theft and fraud he committed on my *************** checking account to a sum of $3,500.00 dollars the entity from which you receive payment. It is not a customer's responsibility to know answers that were posed Royal Farms home page/web site as they don't work nor employed at your company so again, look at it from a customer's point of view. I have never been late on payments; my credit score is approx. 820 but it is Royal Farms responsibility to answer any questions a customer has, after all it is ********************** web page.

Sincerely,

****** *******
Customer Answer
Date: 11/27/2024
I know you closed this but please keep the unethical behavior on file so Royal Farms customers can use this. Thank You
Customer Answer
Date: 11/27/2024
Please Keep this on file of their unethical practices on Royal Farms Card issues are TOTAL aware of these unethical practices of FRAUDING the consumer.
Initial Complaint
Date:09/11/2024
Type:Facilities 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 visit your location in ************ MD often....This location is a health concern due to the conditions this store is keep...It is absolutely dirty all the time!..The floors appeared to not been clean since it was Built...The odor is horrific. The grounds are nasty...There is trash everywhere and the employees look unkept and dirty!. This location is unacceptable and it's like this 24/7..I do not know if there is anyone monitoring this location? It is a shame and embarrassing situation to be selling food and even that area is disgusting..I hope some one reads this and take action..I will also contacting the health department!
Business Response
Date: 10/15/2024
Hi *****, T,

Thank you for bringing this matter to our attention. We sincerely apologize for the condition of our location during your recent visit. This does not meet our usual standards, and we understand how disappointing it must have been for you.

Please rest assured that we are taking immediate steps to ensure this does not happen again. Your comfort and satisfaction are our top priorities, and we value your feedback as it helps us improve our services.

We hope to have the opportunity to serve you again in a cleaner and more pleasant environment.
Business Response
Date: 10/16/2024
Good morning
The District Leader called Ms. ***** on 10-15-24 number is saying not in service she also tried to go back in the cameras, but it wouldn't allow her too. The District Leader coached the staff about keeping the store inspectable conditions since she took the store over.
Initial Complaint
Date:09/09/2024
Type:Product Issues
Status:
UnansweredMore 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 travel mugs that turned out to be really low quality. At checkout I opted not to print a receipt. I've attempted to send several request to the company via their online contact page but it doesn't seem to be going through. I am not receiving the confirmation email. I just want to know if they have procedures for returning items if a receipt was never printed. The points for the sale show up on my rewards account so they should have a record of the sale.
Initial Complaint
Date:08/12/2024
Type:Customer Service Issues
Status:
UnansweredMore 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 verbally abused by the manager after I needed assistance with a broken lottery machine. She was very rude and confrontational. Then when I paid for the cigarettes she put them down on the counter and said I snatched them out of her hands. You can clearly see that this is not the case on the video surveillance. She then told me to leave her store. I was dumbfounded at her agitation. As I left the store I stopped to hold the door for a woman in a wheelchair. I called the manager a nasty name and left. It was never made clear to me that I was banned until the police show up at my house... something is very wrong with this individual to pick fights with customers and then ban them because she was having a bad day. I have tried 5 times to get a district manager to review this and they have ignored all of requests. For the past 4 years I have been going to **** every week at least 3 times and spend hundreds of dollars a month here. I never had an issue with anyone previously. I am the customer that cleans up coffee if I spill a few drops, puts my losing lottery tickets in the trash. I'm always saying hello and please and thank you as I was raised to do. I think that this matter was insignificant and I plan to press charges against this employee for filing a false police report and sue for defamation of character. I am but a 5ft. 2in.tall 62 year old disabled woman and pose no threat to anyone. Now that I have been banned from all ROFO stores I will be arrested, just for pumping gas and not even setting foot inside. I think that they have given an insignificant person a lot of power and your employee has abused the privilege. I need to also be reimbursed for the points that I have accumulated but no longer can use. I was told that I could cash them in but there is no way of doing that.
Business Response
Date: 08/21/2024
We're investigating this on our end. Need additional time

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Royal Farms (Corporate Office) is NOT a BBB Accredited Business.