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.

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:07/16/2024
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.
Ordered food from ********. I am beyond disgusted at this completely inedible food! See pictures! See the ****** review I posted and the one on ********. Disgusting! I have been a loyal customer for years! This used to be my favorite chicken place, and I used to love your fries. What happened?
Customer Answer
Date: 07/16/2024
As you can clearly see from the pictures I paid for a meal that was completely inedible. You can see how dry the chicken is so much it shrank and is cracking off. The fries were hard and the insides had completely disappeared. Upon researching that Royal Farms there is an opening for a manager...no wonder ai couldn't get hold of anyone. The coorperate office didn't even respond back. I tried every channel first. Rediculous. I am also calling the health department.
Initial Complaint
Date:05/15/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My rewards account was fraudulently used by unknown individual. I contact the company by ******** messenger, email, and phone. There was zero response. I want my *****+ points back.
Business Response
Date: 05/16/2024
Hi ****,

Hope you are doing well. We apologize for the inconvenience and delay in this issue getting resolved. We are working hard to make sure we find the best solution for you.

To resolve this issue, we are going to be creating a new account for you, mirroring your existing account, and adding the lost points in there for you. Once the new account is created, the email will remain the same. You will receive a new password.

You will be receiving more information regarding this from our team. Please be on the look out for that.

If you have any concerns, or additional issues, please let us know.

Thank you.
Customer Answer
Date: 05/16/2024

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,

**** **********
Customer Answer
Date: 05/21/2024
I received the message from the BBB that they were going to issue a new card and return the points. Since then, I have heard nothing from the company at all. I did get an email that they gave me a new number but I dont have any sign information and any other information. Can you please have someone from the company contact me with what the process is going to be. Thank you.
Business Response
Date: 05/22/2024
Hey ****,

It seems like our support had reach out and sent you the follow message.

"Hi ****,
I apologize for the inconvenience. I have deleted the previous account and set you up a new one.

The email remains the same. The password is listed below:
Password: Newaccount1!

The card number below is connected to the account:
******************

I have transferred 2386 points ( the balance before the fraud transactions).

Please login to the account and verify all the information, once verified please use the forgot password function to change your password. Let me know if there is any issues."

Are you able to action the steps above and confirm if you're able to login?

Thank you!
Initial Complaint
Date:05/13/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reloded my chime card at a location. i attached the recipt however a week later the money has not appearded in my account the amout was 334 with a 4.95 fee ive called chime a number of times and they cant find any record of the transaction reaching them and insist some sort of error occured on the royal farms side ive attempted now three times to reach some one from royal farms by filling out the contact form with no one answering i called the store and the manager said i needed to talk to corprate and she was emailing somone to call me and i never heard back
Business Response
Date: 05/22/2024
Hey ***********,

We apologize for the inconvenience and understand your frustration.

The Royal Farms support team was able to dig into this issue a bit further and found that an authentication code was generated at the Royal Farms site, when you initially loaded the Chime Card.

That normally means that the transaction successfully went through on the Royal Farms side, and the issue is with Chime.

Please let me know if you are able to contact them and get this resolved. I have attached the receipt we see on our end that indicates the authentication code. Please do let Chime know of the authentication code, as well as share the receipt with them if necessary.

Thank you!
Customer Answer
Date: 05/24/2024

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:05/09/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Royal Farms is offering a program that gives loyalty card members $.15 off a gallon of gas through the month of June and $.10 off a gallon of gas thereafter. On Friday, April 26th, I filled up my tank and paid full price for the fill up ($45.62). I reached out to the company and was informed that because I live in New Jersey, there are laws that prohibit them giving fuel discounts at the pump. I was further informed that they would do some backend processing and when the transaction posted to my checking account it would reflect the discount. When the transaction posted to my checking account it was for the full amount. ($45.62). I was given a manual refund for my purchase and assured they would correct the issue. On Saturday, May 4th, I again filled my tank and was charged $54.77. When the transaction posted to my checking account it too was for the full amount of $54.77, no discount whatsoever. I wrote again to the company and have not received a response. This program it affecting every New Jersey customer enrolled in this program and is unacceptable.
Business Response
Date: 06/05/2024
Hi Joe,

Hope you are doing well. I wanted to reach and apologize for the inconvenience caused by this issue.

We can assure you that this being worked on diligently by our support and IT teams.
Upon digging into this issue further, the resolution to your issue was not made until after the complaint transaction date of 5/14.

We can see on our end that you did receive the backend discount on 5/14, after you had received your bank statement for April.

Please let us know if you have any additional questions or concerns at all.

Thank you!
Initial Complaint
Date:03/05/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 25, 2023 I purchased $75 worth of gift cards and was charged $4.95 for $50 Card and $3.95 for $25 Card activation fee bringing the total to $83.90.The cashier could not get the cards to Activate and she was unable to reverse the charges to my card claiming the register wouldnt allow it. I was in the Store for Close to 30 minutes. She had no clue how to fix this, and due to being Christmas there was no manager on the property. I left the gift cards with ******* the cashier, and she told me she would leave all the information for ******** the manager to resolve. It never got resolved. I filed a dispute with my Credit Card and it took close to 3 months for them to get back to me. Now my bank is stating that Royal Farms during their investigation claims I got my merchandise. I left the Non Activated Gift Cards with Crystal the cashier I have copies of receipts which shows that activation was declined This was Store # *** in *************.
Business Response
Date: 03/05/2024
Hi *******,
Thank you for reaching out and we apologize that this situation occurred. We have reached out to the store team and our District Leader will be following up with you shortly to resolve this activation issue.
Thank you,
Royal Farms Support Team
Customer Answer
Date: 03/10/2024

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. I went to the Royal Farms and was issued a refund to my credit card. It has not shown up yet, but I am hopeful it will.

Sincerely,

******* *****
Initial Complaint
Date:01/16/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a new 2024 Honda Pilot and the very first fill-up was at this Royal Farms on Philadelphia Road Edgewood, Maryland. All the lights on the dash came on the dash. Took the vehicle back to the dealership and they checked it out and found it to be bad gas. I had tested samples from the dealership and left a sample with the invoice at the Royal Farms for the manager. I have tried to get in touch with this Manager 7 times. They have my contact information and they have made no attempt to call me or email me back. I asked the employees there what was their insurance company and what is their hazmat procedure. To my Suprise they don't have a clue. Which is even more scary that they wouldn't know what to do in case of an emergency.
Customer Answer
Date: 01/17/2024
Royal Farm is false advertising there fuel. I purchased 88 grade octane for my new car on the first fill up and had to take it to the dealership because all the light on the dash came on and it was running bad. Royal farm finally sent me an email saying there not paying For the damages and that I was sold 85 octane. The pump clearly says 88 octane and the dealership told me that it was bad gas and gave me samples. Which I left one for Royal farm. I just want them to pay for the damages that I had to my vehicle.
Customer Answer
Date: 01/18/2024
I selected 88 grade octane, and the receipt says that it is E85 which is not what I purchased. I also brought up top Royal farm that they are False Advertising. I just want what I had to pay for damages for the dealership charged plus the $50.00 for the fuel. I really don't want to go through the legal process and going to court for False Advertising and insulting my inelegance. Hopefully you will be able to help resolve this or that will be my next step.
Business Response
Date: 01/25/2024
Hello
Our insurance company is in contact with this customer.
thanks
Customer Answer
Date: 01/26/2024

Complaint: ********

I am rejecting this response because: the insurance company asked a few questions and has not responded since then.
****** **********
***************************

************

very poor response from both Royal Farm and there so called insurance company. Took 4 weeks to get a response from Royal Farm and then there insurance company didn’t respond till 1 week after that.

Sincerely,

****** ****** **
Business Response
Date: 02/06/2024
Hello
Our insurance company has investigated and denied his claim. The insurance company has spoken directly with Mr. ******.
While it is unfortunate that he does not agree we stand with the results of the investigation.

Thank you-

Mischelle *****
Royal Farms | Claims Administrator
Customer Answer
Date: 02/06/2024

Complaint: ********

I am rejecting this response because:
insurance company never responded rejecting anything. Both the insurance company and Royal Farms are horrible with communication. They have the photos of the pump and obviously they have not resolved anything.

Sincerely,

****** ****** **
Initial Complaint
Date:12/04/2023
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.
This store is selling tobacco to minors
Business Response
Date: 12/04/2023
Hello,
Which location?
Thank you,
Royal Farms Support Team
Initial Complaint
Date:12/01/2023
Type:Sales and Advertising 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.
As of today 12/01/2023, I called the store #317 around 8:10am & 8:11am I got hung up on twice by the employee she acted like she couldn’t hear. Her name is Essence and the manager name is Melvin. At 8:12am my cousin called Royal farms and the employee talked to my cousin like she heard. The employee got an attitude and told her manager my cousin was yelling at her but in reality my cousin was talking with bass in her voice because she wanted to make sure the employee could hear her. After all that I talked to the manager asked if they were hiring and he said no. My friend works there and she told me that they are hiring for 2pm to 10pm shift and it’s a sign on the door saying that they’re hiring.
Business Response
Date: 12/19/2023
Hi *******,
Thank you for reaching out to us. One of our District Leaders will review this inquiry and reach out to you directly.
Thank you,
Royal Farms Support Team
Customer Answer
Date: 12/20/2023

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:11/29/2023
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.
On November 3, 2023, I purchased a $100 **** gift card from a Royal Farms. The card came with a promotional award of 500 Royal Farms “rewards” points-which factored into my decision to make the purchase. I did not receive my promotional points. I twice contacted the business via email and even received a reply. However, the business is not honoring their advertising promotion, therefore denying me points which may be used to make in store purchases. I request Royal Farms to add 500 points to my loyalty account,
Business Response
Date: 12/07/2023
Hi ******,
We apologize for the inconvenience and have added 500 points to your account.
Thank you,
Shelby
Initial Complaint
Date:11/16/2023
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 29 October 2023, I visited the Royal Farms Gas Station at ***** ********* *** **** ******* ** ****** I purchased gas and a car wash. After paying, I pulled my vehicle into the car wash bay until the indicator light showed stop. At which time the automated brushes activated and made contact with the front quarter panels of the vehicle. They spun for approximately 1-2 minutes until I noticed the indicator light showed back up/reverse, to which I complied. The automated brushes then ran the length of the vehicle as the car wash progressed. During the wash, the force of the brushes collapsed my passenger side mirror. After the wash was complete, I pulled my vehicle forward and stopped outside the car wash to reposition the mirror. When I exited the vehicle, I noticed white scratches in the paint of my blue car on the front quarter panel of the driver’s side. The scratches followed the contour of the front bumper and upon further inspection, there were additional scratches that ran the length of the vehicle. One can also see where the scratches aligned with streaks on the surface of the vehicle where the wash did a poor job and dirt was still present. No scratches were present when I entered the car wash and the worst of them were on the front quarter panel where the brushes were in contact with the vehicle the longest.

After the incident, I alerted the store manager. She said she would file an incident report and took photos of the damage, she also refunded the car wash.

After a week, I had not heard from Royal Farms so I filed a complaint with corporate. They stated they conducted an investigation and found there were no issues with the car wash and refuse to repair the damage to my vehicle.

I am confident the scratches were not present before my visit to the car wash. Additionally, the scratches follow the contours of the vehicle and the severity of the scratches correspond to the amount of time the automated brushes were in contact with my vehicle.
Bureau Response
Date: 11/16/2023
Emily *****

**** * ****** **
***** ******* *****

Dear Emily *****:

This message is in regard to your complaint submitted on 11/13/2023 against Royal Farms (Corporate Office). Your complaint was assigned ID *********

BBB has received a formal response
from Royal Farms (Corporate Office). We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM BUSINESS:
See attached document

Customer Answer
Date: 11/17/2023

Complaint: ********

I am rejecting this response because:
I lodged a complaint with the BBB because Royal Farms Corporate has provided no evidence to support the findings of their investigation. Additionally, Royal Farms Corporate has a vested interest in resolving the incident with as little financial impact to the company as possible. I am formally requesting the following information from Royal Farms regarding the incident related to my vehicle:
- Copies of any investigative reports, evidence, or communications related to my complaint,
- Copies of maintenance records for the car wash involved in the incident,
- Copies of any surveillance video recoded of the incident,
- Records of any similar complaints associated with Royal Farms' Car Wash facilities,
- A copy of the incident report including photos that was submitted by the store manager.

Sincerely,

Emily *****
Business Response
Date: 11/21/2023
From Business.
Hello
Happy Thanksgiving
The customer can file with her insurance company, and they will subrogate to me. We
Are standing by our denial.

Thank you-

Mischelle *****
Bureau Response
Date: 11/21/2023
Emily *****

**** * ****** **
***** ******* *****

Dear Emily *****:

This message is in regard to your complaint submitted on 11/13/2023 against Royal Farms (Corporate Office). Your complaint was assigned ID ********.

BBB has received a formal response
from Royal Farms (Corporate Office). We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

From Business.
Hello
Happy Thanksgiving
The customer can file with her insurance company, and they will subrogate to me. We
Are standing by our denial.

Thank you-

Mischelle *****
Bureau Response
Date: 11/27/2023
Shelby ****
Royal Farms (Corporate Office)

**** ****** ***
********* ** *****

Re: ID * ******** - Emily *****

Dear Shelby ****:

Thank you for your cooperation in responding to the above consumer's complaint.

We forwarded your response to Emily *****. The consumer notified our office that they are not satisfied. BBB has determined your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: “Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction.”

The text of your response may be publicly posted on BBB’s website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

We appreciate your cooperation in addressing this matter and hope we can be of service to you in the future.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-####
Bureau Response
Date: 11/27/2023
Emily *****

**** * ****** **
***** **** ** *****

Dear Emily *****,

This message is regarding Complaint ID * ********- Royal Farms (Corporate Office)

Your complaint is closed for one of the following reasons:

We understand you are NOT satisfied with the business's response, and have noted your dissatisfaction in our files. While we were unable to reach your desired resolution, the business has provided your Better Business Bureau (BBB) with its position. This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."

OR

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

If this is the case, please reply to this email and for the complaint to be reopened so you can submit a response to the business. After your request is processed, you will receive an email asking for your response with a link to the complaint.

Please note, the text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

We appreciate the opportunity to be of service, and sincerely hope you will contact us for future pre-purchase information.

Sincerely,

Heather ******
Dispute Resolution Specialist
*************************

Phone: ###-###-#### MESSAGE FROM BUSINESS:

From Business.
Hello
Happy Thanksgiving
The customer can file with her insurance company, and they will subrogate to me. We
Are standing by our denial.

Thank you-

Mischelle *****

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