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)

  115 N Bohemia Ave Cecilton, MD 21913

• 

  Royal Farms (Corporate Office)

  7655 Ocean Gtwy Easton, MD 21601-8621

• 

  Royal Farms (Corporate Office)

  3635 Keswick Rd Baltimore, MD 21211-2533

• 

  Royal Farms (Corporate Office)

  11905 Market Way Middle River, MD 21220-2160

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:10/25/2022

  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.

  October 12th I stopped to get gas. Spent 38.75. That was all. The same day, this store charged me another 25.00 extra on top of the 38.75 for absolutely nothing. Their pumps were messed up that night which might have caused the issue but im done being nice. I have tried contacting these people on 4 different occasions since the 12th of October with no response from anyone. Poor customer service. Refuses to answer customer complaints let alone solve any of the issues with this store. I want my money back. They make more than enough money
  

  Business Response

  Date: 11/11/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Hi Alice,
  
  Which store did you visit? What are the last four digits of the card that you used?
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (3000, 7, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This isn't a response. It's a question to a problem which I have already put in 5 complaints with all the information you are about to get again for the 6th time now. How many times do I need to tell you it's the Royal Farms in Smyrna Delaware. Last 4 digits of card is 1569. So, does anyone read the complaints that your customers are putting thru on your contact website??? Your questions now are telling me no. Hence the complaint and poor review about your customer service. It shouldn't have taken 2 weeks, 5 complaints thru your website, a poor Google review a report to consumer protection, a complaint to BBB, and a complaint to my bank before one of you actually decided to start doing the job that you're paid to do. It's not that hard. I am livid with all royal farm's employees, and I refuse to go to this gas station anymore. It's been nothing but issues with this store. If upper management can't get their crap together, how do you expect your stores to satisfy and resolve customer issues??
  
  
  Business Response /* (4000, 9, 2022/10/31) */
  Hi Alice,
  
  We apologize for the delay here and the back and forth, we needed to confirm things with the store first. The refund has been requested and you will see it back on your account within 5-7 business days. We appreciate your patience on this matter.
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (2000, 16, 2022/11/08) */
  The money has been returned to my account. I would like to take the time to thank BBB for the excellent work done in order to get my complaint settled. Without you, I would've never even heard back from them.

• Initial Complaint

  Date:10/18/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 18th around 8:45 a.m. me and Lisa went in the store she purchased a pack of Lucky strikes. The sign in front of it clearly said one price. They refuse to honor their price.

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Hi Christopher,
  
  We have submitted a request to have a District Leader review and they will reach out to you directly.
  
  Thank you,
  
  Royal Farms Support Team

• Initial Complaint

  Date:10/03/2022

  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.

  On September 15, 2022, at 5:05 p.m., I visited the Royal Farms store location located in ********** ** to fuel my truck with diesel fuel. The truck had approx. 1/8 tank before fueling with 19.8 gallon of diesel fuel. Shortly after my visit, my truck started running poorly. I continued to drive since I had a appointment that I could not miss. The following day, I took my truck to a GMC dealership to diagnose the issue. After many hours of work, the dealership finally determined that the fuel tank was contaminated with gasoline. My receipt from Royal Farms clearly indicates that I purchased diesel fuel. I fill out an online complaint form and was soon contacted by the Royal Farms Store Manager who stated that others also filed a complaint for the same issue. They directly me to contact Robert ******** at the fuel distribution company that filled the tanks as they agreed to handle the issue. Mr. Flaherty has never returned my calls. I have not been without my truck for over three weeks and I was forced to rent a truck during this time. This has created a financial and emotional hardship to family and business.

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/05) */
  Mischelle *****
  Oct 3, 2022, 3:12 PM (2 days ago)
  to me, Shelby
  
  Hi Heather
  
  Here is the response from our Fuel Department.
  
  
  
  I called the owner of Coraluzzo this morning about this complaint, they will be reaching out to the customer ASAP.
  
  Mischelle ** *****
  
  
  Business Response /* (1000, 7, 2022/10/05) */
  Mischelle *****
  7:29 AM (2 hours ago)
  to me, Shelby
  
  Hi Heather
  
  Update
  
  All I can say is Insurance adjusters are involved. Please close it.
  
  
  Thanks
  
  
  
  Mischelle ** *****
  
  
  Consumer Response /* (3000, 9, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Coraluzzo was provided with the opportunity to response to us directly. They're failure to do so is evidence of their lack of concern regarding this situation that has created significant damage to my business. While we have been contacted by the insurance company, we would like you to keep this file open until we have a full resolution to this issue.
  
  Thank you for your assistance

• Initial Complaint

  Date:09/15/2022

  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.

  On Wednesday about 5:45 in the morning I went inside real farms on route 40 in Perryville to get my morning coffee every morning I've been in there I always get an attitude from one of the girls this particular morning I went in to make my coffee and I gently grabs sugar from next to This employee by the name of Sidra *** I continued to make my coffee as the employee finished putting the lid on one of the sugars and slammed it down next to me to my left and said ignorant ******* *****. I reported the incident to the person in charge of that shift and as soon as I reported it Citra decided to yell scream cuss at me to tell me I'm a drug dealer I guess because I have a nice watch on that cost a lot of money this type of behavior is unacceptable. I am tired of being harassed by this employee every time I come in. It's always nasty attitudes from her.

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/09/15) */
  Hi Jessica,
  
  Thank you for reaching out. The District Leader will review this inquiry and will be in contact with you soon.
  
  Thank you,
  
  Royal Farms Support Team

• Initial Complaint

  Date:09/14/2022

  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 was at the Royal Farms in Salisbury last week. I overheard an awful racist comment from a manager to his employee. His employee accidentally heard the wrong order because he was a person of color. His English was not the best. Not only did the manager laugh at him, but he also told the rest of the employees how the person of color employee did not understand English. This is absolutely unacceptable. I did not expect Royal Farms to endorse racist behavior in their managers or employees. You need to fire this manager. I expect that your managers know how to conduct themselves with dignity when treating their employees. That was disgusting behavior.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 8, 2022/09/15) */
  Hi Virginia,
  
  Thank you for reaching out to us. We would like to investigate this incident further. Could you please give us the exact store location (we do have multiple locations in Salisbury) as well as the date and time that you visited the store?
  
  Thank you,
  
  Royal Farms Support Team

• Initial Complaint

  Date:09/08/2022

  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 placed an online order on September 3 at Farm store #107 for $7.20. I canceled the order and did not pick it up. I sent an email to them asking for a refund of my money. I did not receive a response nor a refund. I have since sent them at least 3 emails asking for a refund and still have not received a reply nor refund. What must I do to get a refund.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Hi Barbarba,
  
  We apologize that no one has gotten back to you to date. Can you tell us why the order was cancelled? We typically do not refund cancelled orders after the order was accepted if it had prepared items for the deli.
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (3000, 7, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I didn't realize I ordered from the wrong store. Since I canceled the order, they should not have fulfilled it and I should not have been charged.
  
  
  Business Response /* (1000, 17, 2022/10/25) */
  Hi Barbara,
  
  Once an order is placed it is processed and the store begins making the food. Since it was prepared food at that store used the ingredients to prepare the food already, we are unable to process a refund. If it ever happens again, you can call the store directly and ask for a refund. If they have not yet made the food, they will be able to refund you through their tablet!
  
  We hope this helps and we apologize for any inconvenience.
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (2000, 19, 2022/10/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  It's been weeks. They said they don't refund once the food is made. Just forget it. I'm not worried about that little bit of money. Apparently, they need it more than I do. They can keep it.

• Initial Complaint

  Date:09/07/2022

  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.

  Royal farms on blue water Blvd said they do not do cash back wanted to know if that was accurate
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Hi William,
  
  We do not do cash back, the store was correct! Please let us know if you have any further questions.
  
  Thank you,
  
  Royal Farms Support Team

• Initial Complaint

  Date:09/05/2022

  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 purchased a gift card for $100 and when I tried to use it, I was told that it has a balance of $0.00. I've sent 2 separate emails to Royal Farms using the "contact us" option online, but have not gotten a response. I tried calling the customer service number but was on hold for 2 hours. I would like a refund of my $100 or a gift card that has $100 on it.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 9, 2022/09/19) */
  Hi Teresa,
  
  It looks like there were two redemptions that totaled $100, both at store ***** The card was activated for $100 on 4/19/21 at store **** then redeemed for $60.59 on 1/15/22 and $39.41 on 1/17/22. The card currently has a $0 balance.
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (3000, 11, 2022/09/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I NEVER used the gift card at any store. It was in my desk until I tried to use it last month so I don't know how it had 2 redemption from any Royal Farms store. The gift card is still attached to the cardboard that it came on. The 2 transactions are fraudulent and happened without the gift card.
  
  
  Consumer Response /* (3000, 14, 2022/09/20) */
  I wasn't even the state when the so called purchases were made. How were there 2 transactions without having the physical card present??? I would like my $100.
  
  
  Business Response /* (4000, 20, 2022/10/21) */
  Hi Teresa,
  
  You are stating that you were not in town for either of those purchases? The gift card could not have been accessed both times without the physical card being used at the store. We can add $60.59 back to your account for the second charge but the first one would have had to been legitimate. Is there a chance a family member or friend could have used it?
  
  Thank you,
  
  
  Consumer Response /* (4200, 22, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I wasn't even in the state of Virginia for either of the purchases. The gift card was locked away and there's no way anyone else could have used the card and put it back. I would like the $100 put back on the card so I can use it.
  
  
  Consumer Response /* (3000, 25, 2022/10/25) */
  ***Document Attached***
  I looked up the transaction history because I wanted to know how it was possible that my gift card was used without someone having the actual physical card. The first transaction says forced redeem.
  
  
  Business Response /* (4000, 27, 2022/10/27) */
  Hi Teresa,
  
  We saw that as well and checked with our 3rd party gift card operator, Givex to clarify what that means for this transaction. In this case, the available balance on the card was $100. The POS preauthed the purchase for $60 but allowed more than the preauth but did not exceed the value of the card. If the value is greater than the balance, which in this case it was, forced Redeem is used because it allows a second payment type for the remaining balance. They do not believe there is anything suspicious about these two transactions. If you do not wish to accept this respond, and would like to speak to them directly, please give them a call at XXX-XXX-XXXX.
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (4200, 29, 2022/10/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did not make either of these purchases and the gift card never left my house. Are you going to put the $100 back on the gift card?
  
  
  Consumer Response /* (4200, 32, 2022/10/30) */
  I just spoke with someone at Givex and was told that I needed to get in contact with Royal Farms to have a new gift card issued to me for the unauthorized use of my gift card in the amount of $100. I've been trying to do this for almost 2 months.

• Initial Complaint

  Date:09/05/2022

  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 was in royal farms on Saturday September 3rd at approximately 7:30 pm in **** black horse pike in egg harbor township. Everyone was very friendly but one of your employees looked and smelled extremely intoxicated. I don't know if you are aware of this but I think it is extremely unprofessional to be working on the job and be highly intoxicated while cooking food and dealing with people. Also very dangerous. This is not the first time that I've seen this employee like this. I come here multiple times over the week/weekend. Thank you for your time.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Hi Trina,
  
  Thank you for letting us know. We have alerted the District Leader and someone will be reaching out to you shortly.
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (3000, 12, 2022/09/16) */
  I have yet to receive an answer about this problem. Did you have a conversation with your employees about consuming alcohol on the job during work hours? It's very dangerous and very unprofessional. Thank you.
  
  
  Business Response /* (4000, 14, 2022/09/20) */
  Hi Trina,
  
  Our District Leader called and left you a message. Can you please let us know if you received it?
  
  Thank you,
  
  Royal Farms Support Team

• Initial Complaint

  Date:09/01/2022

  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.

  Since enrolling in the ROFO pay program back in the spring, with the promise of .25/gal. discount which was then reduced to .10/gal a month later, after repeated fill-ups, I have yet to see a penny in rewards. I have contacted them numerous times about this problem, only to waste my time. The company they contract out to run the rewards tells me to call corporate, corporate tells you to call the company who handles the rewards. I received an email after my first complaint, it instructed me to call a number, which I did, I finally gave up after spending 45 minutes on hold. Their people in the stores are also clueless as to the problem. My only impression is that this is a badly run company who care little about their customers. I'll stick with Sheetz, their rewards appear at the time you pump.

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Hi *******,
  
  We are so sorry that you have been experiencing issues and are here to help. We see you have card XXXXXXXXXXXXXXXXXX on file. Is this the card you are using to fill up, and if so, what error message are you getting when attempting to use it? Are you selecting YES to pay with RofoPay?
  
  Thank you,
  
  Royal Farms Support Center
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  What a stupid question, of course I choose "yes " to bill to my Rofopay. That's always followed by "Invalid sign-in" after entering my pin, which is always the one I setup. Then, even though it just rejected my pin it always lets me pump my gas, and the sale always shows up on my bank statement. What's that about? So if I were to lose my Rofopay card all someone would have to do is put any 4 numbers in and pump gas?
  
  
  Business Response /* (4000, 9, 2022/09/09) */
  Hi Stephen,
  
  We found the issue. It seems you have not verified and transferred your Rewards on our new platform yet. Please complete that here: https://www.roforewards.com/migrate/. Once you do, your points and information will transfer over to our new platform, and you will start seeing messaging on your receipt pertaining to the gallon discount. It appears your did receive the fuel discount the last four times you visited, it might just not have shown the calculation on the bottom of your receipt due to the fact you have not transferred your Rewards yet! You will get 100 points and a free small fry once you complete the transfer and verification.
  
  The four digit pin you entered was the one you originally set up. Any four digits that you enter will not work, it needs to be your secure 4-digit pin. We see no rejections of your pin on your account.
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (4200, 11, 2022/09/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  #1 Using the link you gave me and filling out the form goes nowhere, when I click on the "Transfer Points" button nothing happens. For some reason the boxes my email address and phone number are red,no error message. Could it be because I already have an account and that it uses my email & phone?
  
  #2 I don't want 100 points, I don't want some fries, or whatever, I want a $ refund for the gas I've been pumping since enrolling in this program.
  
  Stephen
  
  
  Business Response /* (4000, 13, 2022/09/12) */
  Hi Stephen,
  
  Without an error description we are unsure as to why your computer did not allow you to transfer. We have completed the transfer for you, please reset your password when you sign in using this email. We have requested a refund of $8 back to your account for the troubles. Please expect this within 5-7 business days.
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (3000, 16, 2022/09/12) */
  Update: RF has decided that after pumping a few hundred dollars of gas through their ROFOPay program and not giving me the promised .25, then .10 cent/gal. discount as promised, they "gave" me a ham sandwich, sorry, not even, need one more than the 124 points they "gave" me, plus a small serving of french fries, which I don't eat. The first sentence on their ROFOPay homepage says "All RofoPay members will save up to .10 cents per gallon!". I think they need a good class action suit over this false, misleading promotion. A ham sandwich and fries. Shove it.
  
  
  Business Response /* (4000, 18, 2022/09/14) */
  Hi Stephen,
  
  We calculated the amount of gallons you pumped through RofoPay and that is the refund we are issuing to your account (.10 cents off per gallon). If you would like to see for yourself you can sign into your account at www.myzipline.com.
  
  Thank you,
  
  Royal Farms Support Team