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Business Profile

Convenience Store

Royal Farms (Corporate Office)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Convenience Store.

Complaints

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

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

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    Customer Complaints Summary

    • 95 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/27/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased propane on 10/7/22 I was charged $74.19. I purchased it again on 2/12/23 and was charged $26.49. Both times I brought in my empty propane tank. I believe on 10/22/22 I was charged for the propane and tank. However, I did exchange tanks both times. I called the local store#81 in Pikesville, but no one answers the phone.
      I am seeking a refund of $47.70.
      Thank you for your assistance. I do have Visa receipts.
      Donald *****

      Business Response

      Date: 02/28/2023

      Hi Donald,

      Our apologies for the inconvenience here. We are refunding your account for the $47.50. You will receive the money back to your account within 7-10 business days. 

      Thank you,

      Royal Farms Support Team

    • Initial Complaint

      Date:02/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      An employee was acting like a psycho telling me I look like a *** because I tried to give her business advice when she was harassing customers at the *************** and ****************** location in ********* city line

      Business Response

      Date: 02/10/2023

      Hi ****,

      Thank you for reaching out! Could you please provide the date and time that you visited the store, as well as an employee name or description if possible?

      Thank you,

      Royal Farms Support Team

    • Initial Complaint

      Date:02/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To whom this may concern,Sunday, January 29th at around 5am. I was robbed at gun point by 2 men in the first lobby section before the double doors to the store. Its on camera - I watched it with the detectives. At the royal farms **********************************************************************************. *** contacted the store and they had told me I need to make a request with corporate to have the video sent to myself and/or the detective. The only picture the detectives has is of one of the men on a phone from the computer so its not that visible and we need to see the second man. Please send the video of the incident to the detective on my case or myself. As corporate has failed to get back to myself or the detective. Very frustrating.My name ************************* My email *********************** My number ************ Case number : 23-0005717 Detective info Name : ****************************** Detective ID # **** strategic investigations unitNumber : ************ Email : ********************* Main detective office Prince ******** ************************ Email to main unit : *************************** Number to main unit : ************ Thank you for your time!Warmly,*************************

      Business Response

      Date: 02/15/2023

      Hi ********,

      Thank you for reaching out and providing this information. We have shared your information with our Loss Prevention team and they will be reaching out to you very soon! 

      Thank you,

      Royal Farms Support Team 

    • Initial Complaint

      Date:02/07/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 2nd at 2:29. At Royal farms in Harrington De I spent $30.50 inside for gas. I only ended up using $9.32 when will I be getting the rest of my money back

      Business Response

      Date: 02/07/2023

      Hi! It appears the amount is pending so it has not yet processed the $30.50 amount. Can you please let us know once the charge has posted? 

    • Initial Complaint

      Date:02/02/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a Royal Farms loyalty account (ROFO) and had accumulated a good number of points to use for free products. Someone stole my information to use the points. They used my points in several transactions in another state (********) from November 27, 2022 through December 13, 2022. When I called I was told to file a police report. I dont believe the police would waste time on this matter. I do believe my account information appeared in a data breach and I believe the company should have taken some action. I had ***** points that would have purchased 5 meals costing approximately $7 per meal. In addition I am very concerned my personal information was in the data breach however they told me only to change my password.

      Business Response

      Date: 02/10/2023

      Hi ********,

      Thank you for reaching out to us. Is there a chance you might have signed into your account on a public computer where someone could have signed into your account? We do require a police report to be filed, once it is filed please provide us the case number and we will handle it with the police and award you back the points. You can file the police report online. We do not have reason to believe a data breach occurred at this point in time but we will continue to investigate once a police report is filed! 

      Thank you,

      Royal Farms Support Team 

    • Initial Complaint

      Date:01/23/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      have a video of incident, I tried to use self checkout when I asked for cigarettes I was told very rudely by Margret to get out of whatever I was in. I explained what was on the screen and she said that I needed to fix it. She continued helping a very long line. When I asked her if she could just cancel the order she didn't respond until I asked for a manager. With a smug attitude she said I AM THE MANAGER I asked if she was the only one here she said yeah. She said I will have to ring you up over here but you gotta get at the back of the line . Which was 15 people by then. She told me I can't butt nobody. I told her the line wasn't there when I arrived and was standing there so long waiting for her to help. She wouldn't give me her name. So I had to ask a deli employee for the managers name, I was told Diane was manager and Margret was the cashier.

      I will be posting the video and my experience on ***** ***** ******* ****** *** ********.

      The way I was treated felt like racism and an employee who acts like this should NEVER be allowed to do this again. I understand that it was busy but all she had to do was clear the screen.

      I doubt I'll hear from you but everyone will hear from me.

      Location and time of incident

      Royal farms route 72 store #99
      12:07pm

      Employee was Margret

      Business Response

      Date: 01/24/2023

      Hello Dr. *******,



      Thank you for contacting us regarding this incident. The District Leader who oversees this location will be reaching out to you once they address the situation with the store.



      Thank you,



      Royal Farms Support Team

    • Initial Complaint

      Date:01/18/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ************* store - Despite complaints made massive amounts of trash are littering this property and blowing onto neighboring properties. They previously had a fence that held the majority of it in but that has long sense fallen down and been taken away. Presently pounds of trash blow onto neighboring properties daily, and most recently truckers have begun leaving household size bags of trash in the parking area and along the adjacent street. it is becoming a health hazard and the local code enforcement officer has been notified and been to the store. Something needs to be done for a long-term solution. Plastic bags, chicken boxes, cigarette signs, plastic bottles and cans are everywhere. It is important to note that the trash cans are frequently overflowing. Perhaps the addition of additional trash cans or dumpsters in addition to a fence would contain the issue

      Business Response

      Date: 01/20/2023

      Hi ********,

      Thank you for reaching out and our apologies that this situation is occurring. A member of our District Leader team is reviewing with the team and they will be reaching out to you shortly.

      Thank you,

      Royal Farms Support Team

      Customer Answer

      Date: 01/23/2023

      Thank you for looking into this. I know since the code enforcement officer from the county contacted them last week. The trash cans have been being dumped more regularly and trash up against the back fence was collected. Nothing has been done with any of the adjoining properties that are totally covered in royal farms trash. I do believe having multiple trash cans at the rear of the property for the truckers would help tremendously, as well as replacing at least part of the fence. I totally understand the trucks hitting things. They tear up the ditch bank on our property as well coming in and out but I understand that it's going to happen . Please update me with the plan to keep the trash from spreading so I can update the county officer.

      I passed three Royal Farms on my way to work each day none of which has the trucker type of traffic that stays overnight in ********** just truckers here and there. And it does not seem to be anywhere near the trash problem at any of those three properties, Thank you.

      ********

      Business Response

      Date: 01/23/2023

      Hi ********,

      Thank you for reaching out with your feedback. I have spoke to the leadership team and they do send an employee out on a regular basis to clean up the area you're referring to. I was not aware that the truckers are leaving trash bags in the lot. I am aware that there used to be a fence but it was taken down due to truckers hitting it leaving it unsecured. I am going to reach out to our team and see if there is something different we can do to prevent these issues. I appreciate you reaching out so we can take this opportunity to fix the issue.

      ***************************** ************** District Leader

    • Initial Complaint

      Date:01/17/2023

      Type:Product Issues
      Status:
      Resolved
      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 Dec. 11, 2022, I stopped for gasoline at Royal Farms Store #307 at 7402 Shockley Drive, Frederick MD. I was attracted by the store's large sign advertising regular gas at $3.159/gallon. I filled my tank and received a printed receipt at the pump. The receipt showed that I had been charged $3.239 a gallon for 8.057 gallons for a total of $26.10. That's 65 cents more than I would have paid at the advertised price. I went into the store and pointed out the discrepancy to the sales clerk. The clerk agreed that the pump price was higher than the advertised price but said I'd have to "call corporate" because she couldn't issue refunds for gas purchases. She gave me a number to call. I called the next day and got only an automated message advising to contact the company through the Royal Farms website. I filed my complaint through the website but have not received a response, even after sending a second message through the website on Dec. 17, 2022.

      Business Response

      Date: 02/16/2023

      Hi *****,

      We very much apologize that no one has reached out to you yet! A District Leader will be reaching out to you soon to address directly. We will be in touch shortly.

      Thank you,

      Royal Farms Support Team

      Customer Answer

      Date: 02/16/2023



      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:01/17/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I need assistance with verification for **** pay with the **** rewards card. Royal Farms customer service is non existent. I have tried several times to contact them by phone each time I got as far as the request to take a survey after the call. Each time I said yes the system hung up on me. (3 strikes)If you go online, the system only allows for information about a particular store. My issue is not with any store. Love their coffee, chicken and potato logs. They have gotten those things right!Your assistance in this matter is greatly appreciated by this agitated customer.Thank you!

      Business Response

      Date: 01/20/2023

      Hi *****,

      Our sincere apologies here! It looks like you have since been in contact with someone who has activated your RofoPay tied to ******************. If this is not accurate, we will have someone call you ASAP.

      Thank you,

      Royal Farms Support Team

    • Initial Complaint

      Date:01/13/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had the worst experience at Royal Farms! My order was missing items and when I contacted Royal Farms to tell them the issue, ***** the supervisor was rude & told me that I have other food so basically I should be satisfied with what I got. So now I paid money for missing items & on top of it he didn't offer to resolve my issue. I will never go to this Royal Farms again! I will let others know to stay away as well.

      Business Response

      Date: 01/18/2023

      Hi *******,

      Thank you for reaching out! The District Leader who manages this location will be reaching out to you shortly to address your concern!

      Thank you,

      Royal Farms Support Team

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

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