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:11/13/2023
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 came into my local Rofo stoe **** Which I frequent almost daily. I went to the Lottery Machine the screen was blue it looked to be out of service I tapped the machine hoping it would work but nothing happened so I got my items and checked out and went back to lottery machine and it started to work. I used my debt card to check out and an error message popped up saying it would issue a refune started counting down then went away I asked the employe name Taylor ****. what do I do nothing came out then i noticed itt credited it to the machine so i tried again this time no tickets and now no credits. at some point she gave me 20$ I waited at thghe machine because she said sometimes the tickets get stuck. I was there for atleast 20 mins when 2 officers came behind me and begin a converstation, and then made me aware they were there for me. they said i touched the machine and messed wih it ( youe employees words) and i never inserted my card I informed them i did the tap to pay the told me o prove it to show my recipect as mortified embarrassed and terrified fumbled around looking for receipt they told me to pull up my bank statement which i did I showed them then was again rudely told i need to find the receipt the one officer asked was that necessary since they see the purchase on bank statement . I was talked to in the most undignified way I found receipt he then started asking about the lottery machine and accused me of stealing tickets ( due to the complaint Taylor **** now shift to) show them my prof and even asked them to watch the security footage then I watch it with themnning me and the reason attempted theft. I truely feel racially profiled.
Bureau Response
Date: 11/20/2023
Shelby ****
Royal Farms (Corporate Office)
**** ****** ***
********** ** *****

Dear Shelby ****:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 11/9/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Kamiko *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.



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: **************

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

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

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

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Kamiko *******

** ** *****

Daytime Phone: ###-###-####
E-mail: *******************

The details of this matter are as follows:

Complaint Involves:
Customer Services Issues

Customer’s Statement of the Problem:

I came into my local Rofo stoe **** Which I frequent almost daily. I went to the Lottery Machine the screen was blue it looked to be out of service I tapped the machine hoping it would work but nothing happened so I got my items and checked out and went back to lottery machine and it started to work. I used my debt card to check out and an error message popped up saying it would issue a refune started counting down then went away I asked the employe name Taylor ****. what do I do nothing came out then i noticed itt credited it to the machine so i tried again this time no tickets and now no credits. at some point she gave me 20$ I waited at thgh machine because she said sometimes the tickets get stuck. I was there for atleast 20 mins when 2 officers came behind me and begin a converstation, and then made me aware they were there for me. they said i touched the machine and messed wih it ( youe employees words) and i never inserted my card I informed them i did the tap to pay the told me o prove it to show my recipect as mortified embarrassed and terrified fumbled around looking for receipt they told me to pull up my bank statement which i did I showed them then was again rudely told i need to find the receipt the one officer asked was that necessary since they see the purchase on bank statement . I was talked to in the most undignified way I found receipt he then started asking about the lottery machine and accused me of stealing tickets ( due to the complaint Taylor **** now shift to) show them my prof and even asked them to watch the security footage then I watch it with themnning me and the reason attempted theft. I truely feel racially profiled.

Desired Settlement:
Other (requires explanation)

Contact by the business; Explanation of charges; Compensation for defamation and loss of money from ban lifted

Additional Comments from Consumer:

Business Response
Date: 11/21/2023
Hi Kamiko,
Thank you for reaching out to Royal Farms. A member of our District Leader team will review and contact you directly.
Thank you,
Royal Farms Support Team
Bureau Response
Date: 11/21/2023
Kamiko *******

**** *****

Dear Kamiko *******:

This message is in regard to your complaint submitted on 11/9/2023 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:

Hi Kamiko,
Thank you for reaching out to Royal Farms. A member of our District Leader team will review and contact you directly.
Thank you,
Royal Farms Support Team
Bureau Response
Date: 11/26/2023
Shelby ****
Royal Farms (Corporate Office) **** ****** ***
********* ** *****

Re: ID * ******** * Kamiko *******

Dear Shelby ****:

Thank you for your recent response to Kamiko *******. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that 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.

Sincerely,

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

Phone: ###-###-####
Bureau Response
Date: 11/26/2023
Kamiko *******

* ** *****

Re: ID * ********* Royal Farms (Corporate Office)

Dear Kamiko *******,

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.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

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

Phone: ###-###-####
Initial Complaint
Date:11/13/2023
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 did not get my gas. I pumped $15.01 and the gas never came out so I had no choice to pump another $15.15. My tank holds $42.00 so now I put $30.16 in my tank it the second $15.15 it registered as it should. The first time it went to $15.01 in like 30 seconds and I never heard nor smelled the gas so I knew something was wrong so I checked it and no gas went in and the attendant said oh well that is what it said. I havectried for two days to contact the store manager and no answer. I need this resolved immediately please. Jeanina ******* ###-###-####. Thank you.
Bureau Response
Date: 11/20/2023
Shelby ****
Royal Farms (Corporate Office)
**** ****** ***
********** ** *****

Dear Shelby ****:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 11/9/2023 and was assigned an ID of ********.

BBB forwarded you a complaint filed by Jeanina *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.



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: **************

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

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

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

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Jeanina *******

** ** *****

Daytime Phone: ###-###-####
E-mail: ******************

The details of this matter are as follows:

Complaint Involves:
Billing or Collection Issues

Customer’s Statement of the Problem:

I did not get my gas. I pumped $15.01 and the gas never came out so I had no choice to pump another $15.15. My tank holds $42.00 so now I put $30.16 in my tank it the second $15.15 it registered as it should. The first time it went to $15.01 in like 30 seconds and I never heard nor smelled the gas so I knew something was wrong so I checked it and no gas went in and the attendant said oh well that is what it said. I havectried for two days to contact the store manager and no answer. I need this resolved immediately please. Jeanina ******* ###-###-####. Thank you.

Desired Settlement:
Billing Adjustment

Additional Comments from Consumer:

Business Response
Date: 11/21/2023
Hi Jeanina,
Thank you for reaching out. A member of our District Leader team will review and will be in contact with you directly!
Thank you,
Royal Farms Support Team
Bureau Response
Date: 11/21/2023
Jeanina *******

**** *****

Dear Jeanina *******:

This message is in regard to your complaint submitted on 11/9/2023 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:

Hi Jeanina,
Thank you for reaching out. A member of our District Leader team will review and will be in contact with you directly!
Thank you,
Royal Farms Support Team
Bureau Response
Date: 11/26/2023
Shelby ****
Royal Farms (Corporate Office) **** ****** ***
********* ** *****

Re: ID * ******** - Jeanina *******

Dear Shelby ****:

Thank you for your recent response to Jeanina *******. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that 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.

Sincerely,

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

Phone: ###-###-####
Bureau Response
Date: 11/26/2023
Jeanina *******

* ** *****

Re: ID * ********- Royal Farms (Corporate Office)

Dear Jeanina *******,

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.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

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

Phone: ###-###-####
Initial Complaint
Date:10/06/2023
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.
So I went to the royal farms at ********************* to purchase 4 cups of ice, I started putting my change into the machine and the machine started saying it was a problem with the coin slot. So one of the workers came over to correct the problem in which they corrected the problem then I tried to do my card to pay the remaining balance of .65 cent but my card had declined so I went back to my car to get .75 cents and I came in the store and put it in the machine that I was using. The machine started to say processing the payment and I was waiting until I saw the screen jump back to the checkout screen and said I still owe .65 cents. The onsite supervisor told me there was nothing she cannot do and that I have to pay the remaining balance again
Business Response
Date: 10/06/2023
Hi Amariah,
Thank you for reaching out. Our District Leader is reviewing with the store and will be reaching out to you directly.
Thank you,
Royal Farms Support Team
Initial Complaint
Date:10/06/2023
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.
On 10/1/23 I bought a Google gift card for $200.00 at the Royal Farms Store In Denton, MD. When I went to redeem the gift card I could not get it to work. I called Google support and they could not get it to redeem also. They informed me to take it back to the place where I bought the card. So I did and the Royal Farm Store said they do not give
Out refunds on anything for Google so now I am out my $200., and I wand a full refund from Royal Farms Store. I paid cash for the gift card I expect the same from them.
Business Response
Date: 10/10/2023
Hi *****,
We are sorry to hear that you are having issues with the gift card! We took a look at your receipt you included and it confirms that it has been activated. Please call the number on the back of the card and remind them that the gift card was activated. They will be the ones to address the issue and administer a new card if they are unable to assist.
Thank you,
Royal Farms Support Team
Customer Answer
Date: 10/11/2023

Complaint: 20699264

I am rejecting this response because: I have contacted the people associated with the number on the back of the card and they informed me it was up to the retail where the card was purchased from to issue the refund.

Sincerely,

***** *****
Customer Answer
Date: 10/26/2023

Complaint: 20699264

I am rejecting this response because: I have done that twice so far. Google claims it is the retailer responsibility to issue the refund as the retailer purchases the cards from Google. There is no way to find out if there is a problem with the card untill it is activated. With what you are telling me it's the customer who us out their money and in my case it's the amount of $200. Since I expect the product to work which it does not. It is the retailer to issue the refund and then they take it up with the manufacturer of the card in this case it is Google.

Sincerely,

***** *****
Initial Complaint
Date:08/17/2023
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.
Royal Farms/********* located at ******************************************** has unmaintained/dead trees on their property that have begun to fall over onto the neighboring residential properties. One of their trees fell over into my property, causing damage. I called the city of *****************************. The superintendent completed an investigation and concluded that the unkempt plat of land containing the trees belong to Royal Farms Corp and they are responsible to clear my yard as well as maintain their property. I was given a contact of **** ******* at the **************. I'm assuming they're responsible for maintaining Royal Farms/********* property located at **************************************************************************. I've sent an email to Mr. ******* as well as left several messages at **************. I also filed a complaint on Royal Farms' corporate website. No one has made any attempts to contact me or repair the damage to my property.
Business Response
Date: 09/01/2023
Hi Sasha,
Thank you for informing us of this issue. Our team is investigating and discussing with the landlord. We will get back to you once we have more information.
Thank you,
Royal F
Customer Answer
Date: 09/05/2023

Complaint: 20483384

I am rejecting this response because:
Please have the Royal Farms *** and Landlord contact me via email with a resolve at:
****************************
I do not want this complaint closed out by BBB until Royal Farms updates us with a legitimate solution.

Sincerely,

Sasha Bone't
Business Response
Date: 09/15/2023
Hi Sasha,
Our sincere apologies for the delay here. We spoke to our landlord at ****** from who we lease the property. They stated that while the trees appear to be on the property that we lease, they are actually located on a "Common Ground Area". They did say that something was going to be done to get rid of the dead trees either way as they are aware of the situation. We did notify them that you completed an independent investigation that conflicts with the common ground area and they asked that you reach out to ****** ******* at ****** directly, his phone is ************ and his email is *****************************.
We hope this information helps resolve the issue.
Thank you,
Royal Farms Support Team
Customer Answer
Date: 09/16/2023

Complaint: 20483384

I am rejecting this response because:
I've sent an email to Mr. ******* including pictures of the fallen tree, the email from Mr. ****- Colonial Heights Superintendent stating who the land belongs to and a copy of the check I paid for having the tree removed from my property. I'm requesting reimbursement in the amount of $700.

Sincerely,

Sasha Bone't
Customer Answer
Date: 09/18/2023
Here is a copy of the check for the tree removal in the amount of $700.00.
Customer Answer
Date: 09/18/2023
Here's a copy of the check for the tree removal in the amount of $700.00
Customer Answer
Date: 09/18/2023
Here's a copy of the check for the tree removal in the amount of $700.00
Initial Complaint
Date:08/09/2023
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.
Spent nearly $80.00 in food that was incorrect. Was first shorted 2 food items by ****. Then ******* (store manager) agreed and gave me food I both ordered and paid for. When I returned home, I noticed food was incorrect. Two large mashed potatoes were macaroni and cheese. I called and spoke with ******* and she said she needed me to return food tonight for a refund. I told her I was home with the rest of the food and I was very disappointed and could not return tonight, for I had company over. I am seeking entire refund for all the inconvenience and problems and how I was treated, which I believe was with disrespect!
Business Response
Date: 08/09/2023
Hi *****,
Please let us know which store location this is regarding.
Thank you,
Royal Farms Support Team

Business Response
Date: 08/11/2023
Hi *****,
Thank you for reaching out and we are sorry to hear that the store gave you the incorrect items. We will be speaking with the store management to ensure that it does not happen again. We would like to send you a $25 gift card to cover the replacement and the inconvenience if you are agreeable to this solution.
Sincerely,
Royal Farms Support Team
Customer Answer
Date: 08/14/2023

Complaint: 20442398

I am rejecting this response because: Due to all the inconvenience and how I was treated, I believe I should receive a full refund, not just $25.

Sincerely,

***** *******
Business Response
Date: 08/15/2023
Hi *****,
We apologize for the inconvenience and our apologies again however we are able to offer $25 which more than covers the refund for the Mac and Cheese. If you would like we will mail you the gift card.
Thank you,
Royal Farms Support Team
Customer Answer
Date: 08/15/2023

Complaint: 20442398

I am rejecting this response because: the $25 is not more than enough for the Mac and Cheese, because I didn't realize it until I got home (food was covered in a container, mismarked (admittedly) by Royal Farms manager) and I had to go get other food for company. Therefore I spent the money on the (2) large mashed potatoes and gravy (given mac and cheese) and replacement food. Royal Farms can and should refund the entire amount. If not, I will seek remedy with both the ***************************** as well as the ************** Office on Aging, as well as contact the (3) local TV stations ******** ********, and ****** for age discrimination.

Sincerely,

***** *******
Customer Answer
Date: 08/15/2023
Thanks for wasting my time! I will write the Office of the President of the United States regarding the BBB and Royal Farms.
Initial Complaint
Date:07/06/2023
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 went to royal farms twice in a week **** * ****** ** is the address and both times I went I had to use the restroom really bad. The first time they said bathrooms are outta order so I left I came back a few days later to play my lottery numbers I ask again they said bathrooms were outta order I walk in I said can I please use restroom I have to go bad that’s when they said it’s outta order I couldn’t hold it I pee myself iam a grown woman peeing on herself so embarrassing. Now here is the big issue I also do Uber and I pick up a employee that work there one day I ask him how come yaw don’t let people use restroom his WORDS were cause they don’t like to clean them and they don’t want no outsiders using restroom so basically the restrooms are fine they just won’t let the out people use them that’s so mess up to do the customers like that I pee myself ok I talk to my lawyer about this it’s sad that’s a new store and we spend money in there and can’t use restroom i am truly upset that the employees won’t buzz the restrooms doors open and on my way out the door after I pee myself one off the employee went in restroom
Bureau Response
Date: 07/06/2023
Lateka *****

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

Dear Lateka *****:

Better Business Bureau (BBB) has received the complaint that you submitted on 7/5/2023 against Royal Farms (Corporate Office). For your records, this complaint was assigned ID ******** in our system.

Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.

Please provide dates you visited store and receipt of what was purchased for store credit?

Once clarification has been received, BBB will be able to continue processing of the complaint. Please be aware that should BBB not receive clarification within 5 calendar days the complaint must be closed accordingly, if you require additional time to provide a response please let me know and I can provide you an extension.

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: **************

Thank you for your prompt reply.

Sincerely,

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

Phone: ###-###-####
Bureau Response
Date: 07/25/2023
Shelby ****
Royal Farms (Corporate Office)

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

Dear Shelby ****:



Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 7/5/2023 and was assigned an ID of *********

How do I take care of this?

Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

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: **************

What should I include in my response?

Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?

If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

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

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

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Lateka *****

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

Daytime Phone: ###-###-####
E-mail: ******************

The details of this matter are as follows:

Complaint Involves:
Customer Services Issues

Customer’s Statement of the Problem:

I went to royal farms twice in a week **** * ****** ** is the address and both times I went I had to use the restroom really bad. The first time they said bathrooms are outta order so I left I came back a few days later to play my lottery numbers I ask again they said bathrooms were outta order I walk in I said can I please use restroom I have to go bad that’s when they said it’s outta order I couldn’t hold it I pee myself iam a grown woman peeing on herself so embarrassing. Now here is the big issue I also do Uber and I pick up a employee that work there one day I ask him how come yaw don’t let people use restroom his WORDS were cause they don’t like to clean them and they don’t want no outsiders using restroom so basically the restrooms are fine they just won’t let the out people use them that’s so mess up to do the customers like that I pee myself ok I talk to my lawyer about this it’s sad that’s a new store and we spend money in there and can’t use restroom iam truly upset that the employees won’t buzz the restrooms doors open and on my way out the door after I pee myself one off the employee went in restroom

Desired Settlement:
Store Credit

HIPAA: HIPAA Release was offered and accepted on 7/5/2023.

Bureau Response
Date: 07/25/2023
Lateka *****

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

Dear Lateka *****:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/5/2023 against Royal Farms (Corporate Office). Your complaint was assigned ID *********

Now that I have filed, what is the next step?

We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?

BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

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

Phone: ###-###-####
Bureau Response
Date: 08/01/2023
Shelby ****
Royal Farms (Corporate Office)
**** ****** ***
********** ** *****

Dear Shelby ****:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/5/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Lateka *****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.



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: **************

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

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

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

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Lateka *****

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

Daytime Phone: ###-###-####
E-mail: ******************

The details of this matter are as follows:

Complaint Involves:
Customer Services Issues

Customer’s Statement of the Problem:

I went to royal farms twice in a week **** * ****** ** is the address and both times I went I had to use the restroom really bad. The first time they said bathrooms are outta order so I left I came back a few days later to play my lottery numbers I ask again they said bathrooms were outta order I walk in I said can I please use restroom I have to go bad that’s when they said it’s outta order I couldn’t hold it I pee myself iam a grown woman peeing on herself so embarrassing. Now here is the big issue I also do Uber and I pick up a employee that work there one day I ask him how come yaw don’t let people use restroom his WORDS were cause they don’t like to clean them and they don’t want no outsiders using restroom so basically the restrooms are fine they just won’t let the out people use them that’s so mess up to do the customers like that I pee myself ok I talk to my lawyer about this it’s sad that’s a new store and we spend money in there and can’t use restroom iam truly upset that the employees won’t buzz the restrooms doors open and on my way out the door after I pee myself one off the employee went in restroom

Desired Settlement:
Store Credit

HIPAA: HIPAA Release was offered and accepted on 7/5/2023.

Additional Comments from Consumer:

Bureau Response
Date: 08/09/2023
Shelby ****
Royal Farms (Corporate Office)
**** ****** ***
********** ** *****

Dear Shelby ****:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/5/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Lateka *****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.



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: **************

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

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

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

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Lateka *****

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

Daytime Phone: ###-###-####
E-mail: ******************

The details of this matter are as follows:

Complaint Involves:
Customer Services Issues

Customer’s Statement of the Problem:

I went to royal farms twice in a week **** * ****** ** is the address and both times I went I had to use the restroom really bad. The first time they said bathrooms are outta order so I left I came back a few days later to play my lottery numbers I ask again they said bathrooms were outta order I walk in I said can I please use restroom I have to go bad that’s when they said it’s outta order I couldn’t hold it I pee myself iam a grown woman peeing on herself so embarrassing. Now here is the big issue I also do Uber and I pick up a employee that work there one day I ask him how come yaw don’t let people use restroom his WORDS were cause they don’t like to clean them and they don’t want no outsiders using restroom so basically the restrooms are fine they just won’t let the out people use them that’s so mess up to do the customers like that I pee myself ok I talk to my lawyer about this it’s sad that’s a new store and we spend money in there and can’t use restroom iam truly upset that the employees won’t buzz the restrooms doors open and on my way out the door after I pee myself one off the employee went in restroom

Desired Settlement:
Store Credit

HIPAA: HIPAA Release was offered and accepted on 7/5/2023.

Additional Comments from Consumer:

Business Response
Date: 08/09/2023
H Lateka,
One of our District Leaders, Jay, let us know he spoke to you regarding this matter. Can you please let us know if this is resolved?
Thank you,
Royal Farms Support Team
Bureau Response
Date: 08/09/2023
Lateka *****

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

Dear Lateka *****:

This message is in regard to your complaint submitted on 7/5/2023 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:

H Lateka,
One of our District Leaders, Jay, let us know he spoke to you regarding this matter. Can you please let us know if this is resolved?
Thank you,
Royal Farms Support Team
Bureau Response
Date: 08/14/2023
Shelby ****
Royal Farms (Corporate Office)
**** ****** ***
********* ** *****

Re: ID * ******** - Lateka *****

Dear Shelby ****:

Thank you for your recent response to Lateka *****. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that 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.

Sincerely,

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

Phone: ###-###-####
Bureau Response
Date: 08/14/2023
Lateka *****

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

Re: ID # ********- Royal Farms (Corporate Office)

Dear Lateka *****,

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.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

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

Phone: ###-###-####
Initial Complaint
Date:06/21/2023
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 buy coffee in your store, at least twice a day and on occasion a third time in the evening in which I also include a cup for my wife!I buy coffee in your store at least twice a day and on occasion a third time in the evening in which I also include a cop for my wife ! I would hope that that would qualify me as a loyal customer because along with that coffee in the morning I purchase a breakfast sandwich as well as I stated this is every day ! After having been burnt and made a mess on my clothing twice since these do, cheap black lids is all that I can use in your store, I have made a decision to buy coffee from your competitors. Where are the lids? Well actually stay on the cup !
In the event that you make a decision, a smart business decision to give me a choice of the lids that you used to have that would stay on the cob. I will return to purchase my coffee from Royal Farms. ! I enjoy Royal Farms coffee but I do not enjoy having my clothing soiled because a lid would not stay on the cup and I certainly don’t enjoy hot coffee on my skin !
Business Response
Date: 06/22/2023
Hi Mike,
Thank you for reaching out to us and we apologize you did not have a great experience at our store recently. Could you please give us the date, time, and email that you visited us so that we can review with the store team?
We would also like to send you a free food coupon while we work to resolve, is the address in the inquiry the address we should send it to?
Thank you,
Royal Farms Support Team
Initial Complaint
Date:06/20/2023
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.
I am requesting that my credit/debit card be credited $40.00 due to prepayment of fuel that I did not receive from pump #3 on June 2, 2023 from store ****************************************************************** Order of Events: June 2nd - I went to pump gas at pump #3. I placed my card in the machine and the machine was not working. So I went into the store and explained what happened. I asked if I could pay inside, and the cashier told me yes. After I prepaid, I went back to the pump and the machine still did not work. I went back inside and I was told that the money would be credited to my card in about 10 - 15 minutes, and that I could go to another pump. So I went to another pump and the transaction of $40.27 was a success. June 3rd - I went back to the store to speak with a manager to notify them that my card was not credited the $40 that I prepaid. The manager told me that it would take up to 48 hours. June 5th - I went to the store and asked to speak with the manager again. I was told that the manager left for the day and that I could leave my name and number. June 6th - I decided to call the store. I spoke to the manager and she told me that I needed to call HR. I called the number, and the person I spoke to gave me 2 emails and two phone numbers. I also went to the website and completed the form to be contacted. On June 9th I was contacted via email by the District Leader. He wanted to know if the $40.00 was pending on my account. I explained that it was not and he then requested a copy of my bank statement. I was uncomfortable with that and questioned it. He then called me and left a message. I returned the call, but there was not answer, so I called back on June 12th. We had an unpleasant conversation and he said that he needed a copy of my bank statement to verify that the transaction was not pending. I sent a copy of the statement later that day, and I have not heard from him since. It is now June 19, 2023.
Business Response
Date: 06/21/2023
Hi ******,
We apologize that our District Leader was unable to assist originally. We are reaching back out to the team and they will be contacting you again shortly.
Thank you,
Royal Farms Support Team
Customer Answer
Date: 06/22/2023

Complaint: 20205402

I am rejecting this response because: The response does not mention anything about me receiving a refund. It just states that I will be contacted shortly. On June 20, the District Leader called and stated that I would get a phone call from the store manager. As of today, 6/22/23 at 11:28 am, I have not received a phone call.

Sincerely,

******* ****
Customer Answer
Date: 06/23/2023

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:06/09/2023
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 filled up a container of regular gas at the ************ on Dutchman and ****** in ****** for my lawn mower on 5/13/2023. I filled the lawn more with it and it wouldnt start. I took it in for repairs and was told there was water mixed in with the gas. The repairs cost $130. I need reimbursement for the repairs. The shop where I took it had three other mowers in for repairs with *********
Business Response
Date: 06/28/2023
Hello
The District Leader left this customer a voice mail yesterday at ******. The customer has not returned her call yet.
Thank you.

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