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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

    • 96 total complaints in the last 3 years.
    • 13 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:01/09/2023

      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. 24, 2022, I bought 2 Royal Farm Gift Cards at the Eastern Blvd. Royal Farm Store that were activated. On Dec. 27th when one of the cards was going to be used, there was no money on the card. The card had already been redeemed.
      I have went back to the store I purchased it from and the Mgr. Sent over an email to the card rep Terri ****** about the card so I could get a replacement. Terri said she would call me. No call from her. I placed a complaint on Royalfarm.com 3 times. No one has contacted me, not by phone or email.
      I called corporate on Roland Ave. and another lady name Terry transferred me to Terri ****** and I left her a VM, still no call back. I went to headquarters Roland Ave. and a lady came out and said there was no one there that could help me with my problem and go and submit again on line. I went on Facebook and left a message. The message was reviewed but still no contact.
      I must say I have went above and beyond to correct this problem to get my card replaced. At this point I would like a refund plus consideration for the inconvenience I had to go through. This should never happen if there are people responsible for doing a job. Complete unprofessionalism.
      I started reaching out on Dec. 27, 2022 and now it is Jan. 9, 2023 and no one has contacted me yet, not by phone, nor email, nor by mail.

      The 1st receipt is the purchase of the cards, the second receipt showing 29.31 is a personal card that was used to pay for all the stuff. The $20 gift card should have paid for the fuel, but instead the clerk stated nothing was on the card. So somehow the card was redeemed b4 it was actually used.
      The other papers just show that the card was activated at the time they were purchased and that the card was redeemed before it could actually be used for the purchases.
      I was told from the clerk that it may have been the fault of the teller on how it was processed.

      Customer Answer

      Date: 03/06/2023

       

      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,



      Sonia *****

    • Initial Complaint

      Date:01/06/2023

      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 *********************** got gas at royal farms in ******* ********, and on the way home it started smoking and gas fumes inside of my car and white smoke and fumes going out exhaust. So I had it towed to *************** and told me it was bad gas and royal farms was the las place I got gas. And I need to know if your going pay me for the trouble ****** *************** and ****** rental car.

      Business Response

      Date: 01/12/2023

      Hi *****,

      A member of our management team will be giving you a call today!

      Thank you,

      Royal Farms Support Team

    • Initial Complaint

      Date:01/04/2023

      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 have a rofo card and have had it at least 2 yrs. Everything was fine until you updated it. I couldn't remember my password so I tried to reset it without success. And forget trying to talk to anyone. That doesn't work either. All I want to do is use my reward points. Can someone please contact me?

      Business Response

      Date: 01/16/2023

      Hi ******,

      We can see you have an account with us under ************************* Can you please try resetting the password here? You will be able to do so by visiting: *************************************. Please do not forget to check your spam folder if you do not see it at first!

      Thank you,

      Royal Farms Support Team

    • Initial Complaint

      Date:12/22/2022

      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.
      Brandywine store has been closed on and off for the past week 4:30 in the morning... Locking the door... Big inconvenience of my part to go there, Walk up to the door to find out it's locked

      Business Response

      Date: 01/13/2023

      Business Response /* (1000, 5, 2023/01/03) */
      Hi Robert,

      Thank you for reaching out to us. The District Leader who oversees that location will be reaching out to you shortly after they address with the store.

      Thank you,

      Royal Farms Support Team

    • Initial Complaint

      Date:12/22/2022

      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 12/22/22 at approximately 4:40pm I purchased several items from the royal farms on Market St in Denton MD. One of the items included a pre-made wrap. After purchasing I exited and got into my truck (it was dark and raining outside) So I didn't pay much attention. I was working all day In denton and hadn't eaten, so was very hungry. I bit into the wrap and first received a mouthful of slimy lettuce, which I spit out immediately. After half picking the lettuce out while driving, I proceeded to eat the wrap. About 3/4 of the way into the first half I realized the cheese had a very foul After taste. I spit the food out, tossed the wrap amd kept driving home still Hungry and disappointed. Maybe 20.minutes into my trip after eating the part of the wrap I had to pull over to vomit. I noticed the wrap packaging still on the seat beside me and decided to look at the date the wrap was made. Unfortunately that info was not on the label, but it instead said "fresh thru 12/21/2022" which means this wrap was AT THE VERY LEAST one day beyond expiration. I truly believe this wrap made me vomit and my stomach still hurts as I type this message. I would like this issue to be rectified as soon as possible please and thank you. I unfortunately did not get a receipt from the cashier but I can prove by way of bank statements. I would like compensation by way of a refund with additional compensation added for the inconvenience and health hazards I have been exposed to due to ro fo's negligence.

      Business Response

      Date: 01/13/2023

      Business Response /* (1000, 5, 2023/01/03) */
      Hi Dillan,

      Thank you for reaching out. We have submitted a request to have our District Leader reach out to you and someone will be following up with you shortly.

      Sincerely,

      Royal Farms Support Team

    • Initial Complaint

      Date:12/21/2022

      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.
      Today at 315 pm, the grates in your parking lot were missing causing my car to go into a big hole. It caused damage to my car and physical injuries. I notified the clerk on duty and she said it wasnt Royal Farms fault. She said the Manager would call me but they never did. I have detailed pictures of the hazard and damage to my car.

      Business Response

      Date: 01/05/2023

      Business Response /* (1000, 5, 2022/12/21) */
      Hello

      The District Leader and myself have reached out to this customer. We are waiting a response.

      Thank you



      Mischelle ** *****

    • Initial Complaint

      Date:12/18/2022

      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 12/18/22 at about 9pm, I ordered $50 worth of food. One item was an 8 piece dark meat combo and the chicken I was given was solid as a rock and completely inedible. I would like a refund for the meal or another meal that isn't a bag of rocks. I have pictures of what I received and honestly it's despicable that I had to pay for it

      Business Response

      Date: 01/03/2023

      Business Response /* (1000, 5, 2022/12/19) */
      Hi Frank,

      Thank you for reaching out. Can you please let us know the address of the location that you visited so that we can have a member of management reach out?

      Thank you,

      Royal Farms Support Team

    • Initial Complaint

      Date:12/12/2022

      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.
      Need my fuel receipt to be adjusted to reflect the final amount. ******* is saying you did not send the adjusted amount for the final total?

      Business Response

      Date: 01/20/2023

      Hi *****,



      Our apologies for the delay here. Our Loss Prevention team looked into this issue and it appears that we do owe you a refund of $114.95 due to an overage when transacting with *******. Can you please visit the store with your card so that they can contact ******* and process the refund? We have alerted the store that you will be coming by and our sincere apologies for this inconvenience!



      Thank you,



      Royal Farms Support Team

      Business Response

      Date: 01/20/2023

      Hi *****,



      Please hold here. We are checking to see if we can process the refund without you having to visit the location.



      Thank you,



      Royal Farms Support Team

    • Initial Complaint

      Date:12/11/2022

      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 shop at Royal Farms often as I travel for Work. The cashier Donna at store *** in ******** ******** was extremely rude, demeaning and refused to assist me. First, I waited almost 5 minutes at the counter for her to. Come ring me up. She saw me standing there and continued doing whatever she was doing. Once finished she shuffled to the counter and finally rung me up. At this time, it was several customers behind me because she took so long coming.to the counter. I made a purchase and had to go back since I has forgotten something. I went back in to buy power steering fluid which said 2.99 on the shelf. When I got to the counter it rung up as 3.99 and she tried to tell me that was the price. I went to the shelf and pulled the tag that said it was $2.99 and she stated," you are not supposed to take that off of there." I stated," I pulled the tag because it rung up a dollar more than advertised so I brought it to you so you could see it was 2.99." Donna said, "Mam this is the price I don't know what to tell you!" She was very nasty, demeaning in tone, and was clearly not trying to assist me the customer. I asked to speak to manager, and she said there wasn't one. I told her I did not appreciate her tone or the fact that she wasn't trying to resolve anything. Thus is my complaint. This is not the first time I have had issues with her customer service. Everyone even her co-workers complain about her attitude. This interaction took the cake, and I finally I am reporting her. She needs to be fired. I want a resolution from Royal Farms. No one should be subjected to ill treatment or poor customer service when spending their hard-earned money are this establishment. Please advise.

      Business Response

      Date: 12/29/2022

      Business Response /* (1000, 5, 2022/12/13) */
      Hi Munirah,

      Thank you for reaching out to us. A District Leader will be reaching out to you directly.

      Thank you,

      Royal Farms Support Team

    • Initial Complaint

      Date:12/11/2022

      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 placed an order around 4 pm for the special being offered. I paid $20.00 plus $10.19 in delivery fees and tips totalling $30.19. I was contacted by the deliverer that the store didn't have my order. I asked for it to be canceled and my account refunded. The shift Manager ignored multiple calls from me and finally returned my call to say she didn't know how to cancel my order and would ask her Manager and return the call back to me. I never received a callback. My account was still charged. I have to file a claim with my bank to recover funds.

      Business Response

      Date: 01/24/2023

      Hi ********,



      Our sincere apologies for the inconvenience here and that no one from the store was able to assist. We have issued a refund and you will see it back on your account within 5 business days. We are also addressing with the store to make sure that it does not happen again.



      Thank you,



      Royal Farms Support Team

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

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