Complaints

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

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Royal Farms (Corporate Office) has 27 locations, listed below.

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  Royal Farms (Corporate Office)

  3601 Potee St Brooklyn, MD 21225

• 

  Royal Farms (Corporate Office)

  1199 E Pulaski Hwy Elkton, MD 21921-6307

• 

  Royal Farms (Corporate Office)

  12826 Ocean Gtwy Ocean City, MD 21842-9548

• 

  Royal Farms (Corporate Office)

  630 Edgewood Rd Edgewood, MD 21040

• 

  Royal Farms (Corporate Office)

  7900 Royalty Way Salisbury, MD 21801

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:06/06/2023

  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 is non compliant with giving customers info on how to file a claim for injuries sustained on their properties. Their managers are allowed to neither take nor give info even when someone has been assaulted and is bleeding in their face. No corporate help available. No claims allowed. No accountability. Requires court involvement. Very dangerous business model. Never go to one or you could die.

  Customer Answer

  Date: 06/08/2023

  I am ****** *****. On 3/17/23 at 1:30 am my adult son -*******- was returning from a game and stopped at the Royal Farm on Pemberton and ****************** to purchase cigarettes. Upon exiting the store, a bait and switch was occurring where a group of girls on one side of the door appeared to be fighting and drew his attention while a guy came from the other side to punch him in the face breaking his glasses, cutting his face, eyes swelled nearly shut. He said What did you do that for? and went inside to report it while bleeding. The man was going to rob him but ran away as Griff is 64. He was told to go home- no police- no help.  In the morning we took him to ER and police to file a report when we saw him.  I called the wrong store for insurance info - I was a nurse- and the person at that store saidOh no that wasnt us that was Pemberton so it had been discussed between stores already. I went to the right store and was told by the manager there is no way to get insurance info and that he deserves it because they thought he said the * word to them which he did not. I said you cannot assault someone or deny care or insurance info on your premises. I will recontact the person leasing the property to them today. I have a Freedom Info Act list of police calls from that store since January to pick up today as the city suggested when I called them to complain about this dangerous business in our town. We have exhausted trying to get info from them except court action I will start next week I guess! My daughter was injured weeks later at the Royal Farm on Rt  50 when her father hit a pothole in the parking lot you could not see from the road- unmarked. He went inside very angry this was allowed to happen. She has a neck injury and has medical records. *o response about her from them either. Both incidences were on their cameras. I emailed the CEO **** **** few days ago but no response. We did get a call from *** about a claim then she never calls back or gives info. ******* has been followed by a retinologist since it could have caused blindness. 

  Business Response

  Date: 06/15/2023

  Royal Farms received information from Ms. ***** regarding an incident involving her son, and this information was provided to the insurance program for claim handling. Ms. ***** was able to speak with the adjust at the insurance company regarding this matter.

• Initial Complaint

  Date:05/30/2023

  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.

  The water in the ice/drink fountain needs to be cleaned or filtered it taste very bad it’s not clean water please fix this I hope I don’t get sick

  Business Response

  Date: 05/30/2023

  Hi Ashley,

  Thank you for contacting us. Can you please share what store location that you visited? 

  Thank you,

  Royal Farms Support Team

• Initial Complaint

  Date:05/26/2023

  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.

  Prepaid for gas and the gas didn't work. I was charged for it but never received it. I was told that the money would be refunded when the **** released a hold. It happened on the 20th so it's been a week and still haven't been refunded

  Customer Answer

  Date: 05/26/2023

  **************************************************************************************,

  This is the store where it happened around 1pm. The 20th of may,2023.

  Mangers were rude and offered no help with the issue 

  Customer Answer

  Date: 05/26/2023

  No receipt was given to me by the store 

  Business Response

  Date: 06/01/2023

  Hi ******,

  Can you let us know what you mean by you never received it? Can you tell us the last four digits of your card, as well as the date, time, and store location that you visited so we can look into why the refund did not process?

  Thank you,

  Royal Farms Support Team

• Initial Complaint

  Date:05/19/2023

  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.

  Someone falsely used ***** of my rewards points at 2 stores in *********, **. I live in ******, DE and haven't been to ********* in several years. The stores were numbers 283 and 137. I contacted both stores to let them know I would like my points returned so I can use them, but was told I would need to file a police report. I refuse to waste my time, the police officer's time, and taxpayer money to file a police report when the bank doesn't even require that for actual money being taken out of my account.

  Business Response

  Date: 06/01/2023

  Hi ****,

  Thank you for contacting us! A police report does need to be filed as a next step. Once you file a report please respond with the report number and we will start the investigation with them immediately. 

  Thank you,

  Royal Farms Support Team

• Initial Complaint

  Date:05/03/2023

  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 previously submitted this complaint and have not received a response yet! My order was #**** Chesapeake Slider combo & beverage?the chicken tender was dry and there was way too much Chesapeake sauce put on the sandwich I?Tm guessing to mask the dry chicken tender making it super messy, the fries were also dry and seemed to have been under the heat for an extended period of time. I would?Tve returned for a refund but, I was driving to make a delivery and needed to stay on schedule?I couldn?Tt finish that! Is there anyway that I could receive a refund for my order?
  
  Store #* ** Address: **** **** ********* **** ***** ********* ****** ** *** ***** ***** Date/Time of Visit: 04/11/2023
  Timeframe of Store Visit: 10:37 AM

  Business Response

  Date: 05/11/2023

  Hi Eddie!

  Our sincere apologies that no one has gotten back to you. We have followed up with the District Leader and they will be reaching out to you directly. 

  Thank you,

  Royal Farms Support Team 

• Initial Complaint

  Date:04/10/2023

  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 went into Royal Farms today to purchase cartridges for my vapor pen. I had the exact amount because I always purchase there because there cheaper. Today I ha $4 dollar bills and $10 in quarters and the $6 in dimes. The manager refused to take them saying she was unable that she wasn’t allowed. To say I was embarrassed is an understatement. She didn’t want to count them. So I had to go to the nearest Wawa to exchange for currency she deemed acceptable. When I returned the other woman at the counter was giving me an issue. I had 2 $10 bills and $0.65. She made a big show of counting it taking her time and wouldn’t give me my purchase until everything was in her register and the register was closed. The behavior at this store is horrible. To be treated like that was unfair and unacceptable for any establishment. I am trying to find a way to report the woman I encountered but I also see that I am not alone. This establishment has had quite a lot of issues with their service.

  Business Response

  Date: 04/10/2023

  Hi ** ****,

  Thank you so much for reaching out and sharing this experience with us. Can you please let us know the city that the location you visited is in as well as the date and time that you visited?

  Thank you,

  Royal Farms Support Team

  Customer Answer

  Date: 04/10/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********,  the location of which I am referring is **** ******** ****. Gloucester City NJ, 08030. The day was Saturday, April 8, 2023. The time this happened was between 2:30 p.m and 3:00 p.m. (EST). There were only two women working that day and the one I initially spoke to happened to be the manager. She is the one who denied me in the first place, and when I asked to speak to the manager, she’s so happily told me that she was the manager. I had American currency, and there was no reason why she should not have waited on me that day. She also didn’t offer me to use the self check out as well and because I was buying tobacco there was no way that I could’ve use a self check out without her help as she will knew. The fact was, she wasn’t going to help me no matter what she didn’t wanna take my change she didn’t wanna help. She told me it was store policy and that is why she couldn’t do it. She also set the tone for when I came back to deal with the other coworker of hers. So because she demeaned me, the other lady thought it necessary to do the same. Her behavior as a manager is what the other employee looks at because she is the authority, she is the manager, and so how she acts and treats customers has a ripple effect. The other lady will act and treat people the same and any other employee that works with her will follow suit. 
  
  
  
  ** **** *****

• Initial Complaint

  Date:03/09/2023

  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 2/23/23 I ordered from your martinsburg, wv location. I ordered a 12 pack of chicken. When I arrived home I only received 6 pieces of chicken and it was not cooked thoroughly. I complained on the website and the district manager emailed me saying he would provide free chicken coupons to replace the chicken but I still have not received them in the mail. I would like the free chicken coupons mailed to me asap

  Business Response

  Date: 03/10/2023

  Hi ********

  Our sincere apologies for the delay here! We put some coupons in the mail yesterday, you will receive them early next week. 

  Thank you,

  Royal Farms Support Center

  Customer Answer

  Date: 03/10/2023

  
  
  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:03/07/2023

  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.

  Accident! While visiting your store on Dutchman lane and route 50 about 3pm Sunday afternoon March 5. I had a very bad fall walking back from the store to get my gas receipt for pump 16 ,the pump could not produce one. It was 40 some dollars. Anyway where the cement and tarred road meets is uneven. Causing a lip or rise to catch one’s foot. My knee foot and hands were injured when I tripped and smacked the cement. It shook me up quite a bit. Besides the physical pain of the fall I had The fear of getting run over before I could get myself collected.
  Please address this danger before you wind up with not just a complaint but a lawsuit from some poor fellow who has broken a bone or crack their head.
  I’m attaching a photo of the rise. Unfortunately the shadow doesn’t show off the unevenness.

  Business Response

  Date: 03/08/2023

  Hello

  Candice (DL) spoke with Ms. .***** yesterday and Ms. ***** wanted to let us know that the incident occurred so that no one else was injured.  I will also call Ms. ***** this morning to make sure that she is okay.

• Initial Complaint

  Date:03/03/2023

  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.

  At about 12:15pm on 1/1/2023 I visited the automatic car wash at Royal Farms location on Caton Ave in Baltimore. I purchased with my credit card a "wash book" of 5 ultimate car washes for $56. I made the purchase and redeemed one of the washes at the time, but no receipt or card or anything was given - I had never purchased one of these wash packs before so wasn't sure what to expect. The screen just said, "please drive ahead", and the person in the car behind me was asking what was taking me so long, so I just proceeded ahead through the car wash, but now am wondering if I was supposed to receive something for the rest of the purchase and how I can redeem the rest of the washes.
  
  Immediately after getting home from the car wash on 1/1, I sent a message to Royal Farms via the contact form on their website detailing the above and asking for assistance. I sent follow up messages via the same contact form on 2/5/23 and 2/20/23. After each of these messages I sent, I received an email message stating that my message was received and "we will contact you shortly" but never received any further response.
  
  At this time, I have paid $56 dollars for 5 car washes but have nothing to redeem for the other 4 washes. I would be interested in receiving a refund for the remaining value (which would be $44.80 since I did receive the one car wash) but would also accept credit for the remaining 4 washes.

  Business Response

  Date: 03/03/2023

  Hi Grace,

  Thank you for reaching out to us! We have informed the District Leader for this location and they will be reaching out to you directly after they speak with the store. We appreciate your patience!

  Thank you,

  Royal Farms Support Team

• Initial Complaint

  Date:02/27/2023

  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.

  Once again, am disappointed by the experience I had at the Royal Farm nearest my house (Store 149). I NEVER go to this Royal Farm because I already know the quality of employees and cleanliness to expect. The employees are rude. The bathrooms and sitting areas are atrocious. This experience was the last straw for me. On 2/28, at roughly 3pm, my family and I submitted a food order at the Royal Farms Kiosk, rather large order (24 pieces and 2 large sides). Immediately afterwards, one Royal Farms employee informs me that it will take 30 min to cook more chicken and complete my order. I have no issues with waiting, so I replied saying no problem. I go an pay for the food, and take a seat in the waiting area. 30-40 mins go by and I go to the deli counter and check on my order. The woman at the counter tells me it's going to be another 15 more minutes. I am so confused as to why I would need to wait 45 min for my order. I go back to take a seat, in disbelief that I am having to wait EVEN longer. The deli manager then comes over and tells me he doesn't have enough chicken for my order. I am so upset that I've been waiting for 40-45 minutes and the chicken hasn't even been cooked yet. I ask the deli manager why the chicken STILL isn't ready, and I've been sitting here for 45 min now?? He's rude to me and tell me a bologna story about how he didn't know if I left or not, and if I was still waiting for the chicken. Why did they not box my chicken up and set it on the counter for me to grab? I put in an order for food. The order should have been completed. This was way beyond unacceptable for a Royal Farms Representative to speak in such a manner to a customer. I'm so tired of this Royal Farms management team, and would request corporate take a look at what's going on at this store. Its beyond unacceptable, the mannerisms of the employees, the quality of service. I am hoping management will investigate and come up with a strong solution to this issue.

  Business Response

  Date: 03/01/2023

  Hi Rick,

  Thank you for reaching out to us. A District Leader will be in contact with you soon after they speak to the store. 

  Thank you,

  Royal Farms Support Team 

  Customer Answer

  Date: 03/04/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Royal Farms Corporate Office stated a Royal Farms representative will reach out to soon, and still haven't reached out to me and try and resolve the issue.  This furthermore indicates a lack of quality leadership and communication coming from the local Royal Farms Management Team.  I am most disappointed in Royal Farms response to a delicate situation that can tarnish their reputation.  I will never stop by this Royal Farms ever again.  I will ensure the people I care for and communicate with never waste their quality time visiting this store.
  
  
  
  Sincerely,
  
  
  
  Rick *********

  Business Response

  Date: 03/07/2023

  Hi Nick,

  Thank you for reaching out and we are so sorry to hear about your experience at this location. The District Leader that oversees this location will be reaching out to you directly very soon once they address with the store.

  Thank you,

  Royal Farms Support Team

  Customer Answer

  Date: 03/12/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Once again, still no response from District Manager for Royal Farms.  This further exemplifies the poor quality Management Team from Royal Farms. 
  
  
  
  Sincerely,
  
  
  
  Rick *********