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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/01/2022

  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.

  The employee verbally attacked me and my three year old. Attacked me verbally when I said the slushee machine was broke and I called the cops. His friend then showed up and continued to threaten me and I have it all on video, they will not turn over the footage inside the store so I can take legal actions. I am getting a peace order against the employee who is also the manager
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 7, 2022/09/13) */
  Vincent ********
  1:55 PM (14 minutes ago)
  to me
  
  Hello Heather,
  
  
  
  My apologies for the delayed response.
  
  
  
  This incident was reviewed and addressed by the Zone Leader for this store location on 9/1/2022. The Zone Leader during that process also contacted Ms. Davis and discussed the matter with her, and listened to her side of the story. In effort to resolve the issue with Ms Davis, the Zone Leader offered her a $25 Royal Farms gift card, which was then accepted by Ms. Davis.
  
  
  
  I hope that this description of events will suffice. Please let me know if you need anything else.
  
  
  
  Thank you,
  
  
  
  Vinny ********
  
  
  Consumer Response /* (3000, 9, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They sent me a $10 giftcard and that doesn't fix anything. You verbally assaulted my child after your broke slurpee machine drenched us in stickiness. The man is still working there and i can't go in there. That is the opposite response. Hes them manager!!! You also won't give me a copy of the surveillance video and I have to get a peace order against your manager. Unacceptable response. Im screenshottimg this and posting it all over social media.
  
  
  Business Response /* (4000, 11, 2022/09/14) */
  Ms. *****, I will investigate this further. Please allow time for this investigation to be conducted. Thank you for your patience.

• Initial Complaint

  Date:08/31/2022

  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 tried to purchase a gift card in store **** on August 17th. The gift card did not activate due to an internal Royal Farms error but I was still charged twice for it - $1,000 total - the charges have fully posted on my account. I should be refunded the $1,000 but every time I ask the store for the refund they say they will look into it and there is seemingly no progress being made. It's been 2 weeks now and I'd like my refund ASAP.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 12, 2022/09/26) */
  Hi Josh,
  
  Thank you for reaching out to us. Do you have the gift card numbers and the type of gift card that was purchased so that we can have our team investigate further?
  
  Thank you,
  
  Royal Farms Support Team

• Initial Complaint

  Date:08/31/2022

  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.

  We ordered Royal Farms 12 pc chicken for dinner it was our family treat day to! DoorDash the chicken was so Dry, Hard ,Tuff we had to spend more money to buy pizza that was extra expense We are on a tight budget a the kids were disappointed & I was two a was I had to let know it hurts
  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Hi *********,
  
  We are so sorry that you received chicken that was not up to standard! Could you please give us the location, the date, and the time you ordered so we can have the District Leader for that location reach out to you?
  
  Thank you,
  
  Royal Farms Support Team

• Initial Complaint

  Date:08/29/2022

  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 went to the royal farms on 8/25/2022 I brought a bag of ice, a bottle of frenchs mustard and 15 dollars of gas. Once I got home I went to open the mustard bottle and noticed that under the cap it was no protective seal and clear crystallize substance around the cap. After I ate the mustard with me meal, I instantly within 30 minutes started getting hot. I also start to feel nauseated and having to use the bathroom. Once I ran into the bathroom I threw up everything. I had cold chills and pain in stomach. I reached out to the location ***** south ***** ******* spoke to a Manger that said to email corporate with my complaints. I emailed corporate and nothing happened. This i a safety/ health issue that's serious and I've haven't been contacted as of yet.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 10, 2022/09/26) */
  Hi Cecilia,
  
  We apologize that no one has reached out to you yet. Could you please let us know what store location you visited so we can address with the management team?
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (3000, 12, 2022/09/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The location was at 1202 South Canton Ave. I don't accept their response because as of yet no one has reached out still.
  
  
  Consumer Response /* (3000, 15, 2022/09/29) */
  ***Document Attached***
  
  
  Business Response /* (1000, 17, 2022/09/30) */
  Thank you. Someone from our team will be in contact with you soon.

• Initial Complaint

  Date:08/28/2022

  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.

  Store....ELLENDALE, DE XXXXX. I WENT IN THE STORE AND PURCHASED CHICKEN FOR DINNER. I HAD A SERIOUS COMPLAINT ABOUT MY ORDER, THAT CHICKEN WAS OVERCOOKED AND IT DID NOT TASTE WELL. I THEN CONTACTED THE STORE MANAGER, SHE TOOK HER TIME AS IF SHE HAD SO MANY TASKS TO DO BEFORE SHE WILL COME AND TALK TO ME . I BEGIN TO TELL HER MY ISSUE, AND I WAS VERY QUIET ABOUT IT BECAUSE I DID NOT WANT ANYONE ELSE TO HEAR MY COMPLAINT. I THINK THAT'S RUDE WHEN OTHER PEOPLE ARE LISTENING AND YOU COULD DAMAGE SALES., ( I WAS A MANAGER FOR 8 YEARS AT ********* RESTAURANTS, AND I MANAGED MANY STORES. ) THE MANAGER WAS VERY RUDE HER ATTITUDE WAS EXTREMELY NASTY, AND THEN MADE THE COMMENT I DON'T KNOW WHAT YOU WANT ME TO DO ABOUT THAT. AS I LOOKED AT THE HELP IT SEEMED THAT A COUPLE *** HAVE BEEN TRAINING AND NEW AT DOING THEIR JOB. I UNDERSTAND WHEN YOU'RE BUSY AND YOU'RE HIRED NEW HELP. I TRIED TO FIND OUT WHO THE DISTRICT MANAGER WAS OR REGIONAL MANAGER WAS. I CALLED TO ANOTHER ROYAL FORMS TO ASK, ONLY BECAUSE OUR CONVERSATION WAS NOT GETTING ANYWHERE. I GOT THE DISTRICT MANAGER, FOR THE GEORGETOWN DELAWARE RESTAURANT BECAUSE SHE WAS THERE. SHE TOLD SHE TOLD ME SHE WILL CONTACT THE DISTRICT MANAGER FOR THAT STORE AND HAVE HER REACH OUT TO ME. I HAVE WAITED OVER 2 MONTHS, AND HAVE NOT HEARD ANYTHING. SO I WAS TOLD BY AN EMPLOYEE TO GO ONLINE AND FILE MY COMPLAINT. THIS MANAGER IN THE ELLENDALE STORE, DELAWARE. SHE IS VERY UNPROFESSIONAL, AND RUDE. I SPENT OVER $24 FOR MY ORDER AND SHE COULD NOT REPLACE IT, OR REFUSE TO BE FUN MY MONEY. THE CHICKEN WAS NOT DONE BUT YET BURNT AND DRY AND SEEMED OVERCOOKED DARK. I COULD NOT EXAMINE IT ALL UNTIL I GOT IT ON MY DINNER PLATE. MY 91-YEAR-OLD DAD LOVES ROYAL FARMS, IN ELLENDALE, DELAWARE. HE HAD A RESTAURANT HIMSELF, IN ELLENDALE FOR OVER 20 YEARS. ( ********* WAS THE NAME) SEARCH IT OUT. HE WAS KNOWN FOR HIS DEL MARVELOUS FRIED CHICKEN...... I'M VERY UPSET AND DISAPPOINTED. I FEEL I SHOULD GET MY MONEY BACK, OR AT LEAST AS A COURTESY FIX IT.

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Hi *******,
  
  Thank you for reaching out to us and we apologize that this incident happened. A member of our store team will be reaching out to you soon to address.
  
  Thank you,
  
  Royal Farms Support Team

• Initial Complaint

  Date:08/24/2022

  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.

  Trying to call corporate HQ and emailed them about ROFO REWARDS and transferring my points to the rofo app , the card # faded OFF and I'm trying to get it to transfer my points ZERO ANSWER from corporate and ZERO email , people are truly PO for not being told about the rewards issue and who evers great idea to REMOVE the POINTS on the receipt needs to be FIRED , I NEED MY CARD #
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Hi Paul,
  
  We are sorry you are experiencing issues with transferring your points! We cannot find an old account under *************************. Is there another email you might have used to sign up? Is it possible for you to see the last four digits on the card you are using so we can try to look you up that way?
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (2000, 7, 2022/08/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I do NOT wish to post more info on here as it is PUBLIC please leave me a email and a telephone contact to resolve.
  
  
  Business Response /* (1000, 13, 2022/08/26) */
  Hi ****,
  
  Please give us a call at 844-830-**** and let them know you would like to look for an email attached to an old Royal Farms account!
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (3000, 15, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I FINALLY got to talk to someone that handles rofo card services were they gave me my card # BUT after linking it to my account I DO NOT SEE my REWARDS POINTS ?
  
  
  Business Response /* (4000, 17, 2022/08/30) */
  Hi ****,
  
  Your points are tied to your old account ************************. We will move the points over to current email but please make sure you call Zipline at ***-***-**** and update your email to your new email on their end as well, so both of our accounts match.
  
  Thank you,
  
  Royal Farms Support Team

• Initial Complaint

  Date:08/24/2022

  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.

  The Windsor Mill Rd location in Baltimore has been consistently putting up opportunities to apply on Indeed for over 2 months. I have applied twice. I call 2-4 times every week and am always given a run around. I live 5 mins away making me extremely reliable and per my job history am overly qualified for the positions the store is looking for. Today I showed up in person in attempt to finally get an interview and was told the hiring manager was in the freezer. As I stared at the freezer waiting for him to come out another associate approached me and asked for my name, went in the opposite direction of freezer and came out 2 seconds later to tell me the hiring manager Tony is not accepting applications. If the location isn?Tt hiring why give me the run around for 2 months? Not sure if this is a discrimination issue or what. But I will be taking steps to contact corporate as well as making this BBB complaint because this is clearly not fair.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 10, 2022/09/15) */
  Hi Clarence,
  
  We have notified our Human Resources team and someone will be reaching out to you soon.
  
  Thank you,
  
  Royal Farms Support Team

• Initial Complaint

  Date:08/19/2022

  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.

  On 4/23/2022 my daughter went into Royal Farm and cut herself on a bottle in the refrigerator that was broken.
  I contacted the corporate office and spoke with a person by the name of Velvet ******* email address: ********@royalfarms.com. I have also spoken with Gabby ******** email address: **************@gbtpa.com. I was informed they would take care of the doctor bill but that hasn't been paid and I ask for compensation for her injury as well as missing days from her sports due to the injury, but they refuse to talk about this situation, and I am requesting someone reach out to me and explain why they are not accepting liability
  Whatever the incident big or small the business has to be responsible because the incident occurred in their store. Every company is responsible for ensuring the premises are free of hazards. All danger zones should be blocked off and warning signs displayed. This should be done to ensure accidents are prevented. Any store that allows the public to enter must maintain safety protections to all the customers that visit. This is the company's responsibility to make sure all their stores are following policy and procedures for safety to prevent danger to the employees and customers.
  It's very sad that they are not taking responsibility for this situation and have not even apologized for what happened to my child. She already was upset that the store employee that she informed laughed at her and walked away. When she came to me bleeding, I went in the store and spoke to the manager. I would like the business to reach out to me and acknowledge what happened to my child
  No business shouldn't acknowledge that someone was injured in their store with the I don't care attitude that my child. I'm really glad the situation wasn't deadly because I don't know what response I would get from them. This is very unacceptable, and I want them to give me an explanation why they refuse to be responsible for what happened to my daughter

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/08/22) */
  RE: We received a complaint # XXXXXXXX on your business
  External
  Inbox
  
  Mischelle ***** <******@royalfarms.com>
  10:15 AM (26 minutes ago)
  to me
  
  Hi Heather
  
  This customers bill was submitted to our insurance company for payment and it seems that they have dropped the ball. Velvet Freeman
  
  Has contacted our insurance company and emailed the customer to call her.
  
  Thanks
  
  
  
  Mischelle ** *****
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As of right now the problem has not been resolved
  I rather not close this case until it's resolved on both ends
  
  
  Business Response /* (4000, 15, 2022/09/27) */
  Per Mischelle, this has been resolved.

• Initial Complaint

  Date:08/16/2022

  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.

  On June 30th my gas discount would not work. The employee told me I had to upgrade to new system. I explained I already transferred my info successfully. I was told I needed a new card and was given one. I went home and transferred everything to new card but after 24 hours it still didn't work. Another employee told me to try again with yet a third card. It didn't work. You can't call directly for complaints so I left an email about my issue and was finally contacted by someone via email. At that point, on July 13th, I requested my email and bank information be cleared from their data bases. I cut up all cards and tossed them. Weeks later nothing. I reached out again and was told I could show a bank statement, utility bill, and copy of drivers license to keep my account. I again requested to cancel and have my information cleared since this problem was created by them in updating my account as I was asked to do by in person employees, in an email, and on the phone with a representative. I have heard nothing back for weeks and my app still shows my account and points. In the last email correspondence I asked how I'm using my bank card and getting points on my account but cannot use my points in store or get gas discount. Nobody is helping me and I've been more than patient waiting for them to fix the problem and honor my request. I read they are supposed to honor a request to delete my information after 30 days of written request which they have not done. How do I get my info erased from a business that is incompetent?
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Hi *****,
  
  We are very sorry that this happened and no one has been able to help to date. We can have Zipline update your card to your newest one for RofoPay ******************, so that you can use it for the fuel discount, or we can have them delete your information. Please confirm which you would like us to do?
  
  If you would like us to delete your RofoPay information, would you like us to delete your points and Rofo Rewards account as well?
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received a completely different response than the one listed above. I have asked multiple times for them to delete my account since July 12th with delayed responses and two months later nothing has been done to remedy my request. I have let them know the cards are in the trash so activating one of them correctly is not an option. I ask again that you delete my account information completely and dissolve the points which I haven't had access to fsi ce June 30th anyway.
  
  
  Business Response /* (4000, 9, 2022/08/23) */
  Hi *****,
  
  Thank you for confirming. Your account has been deactivated.
  
  Thank you,
  
  Royal Farms Support Team
  
  
  Consumer Response /* (2000, 11, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  My account has finally been deactivated. I'm assuming all email and bank information has been cleared as well.

• Initial Complaint

  Date:08/06/2022

  Type:Billing 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.

  At the Greenwood, DE Royal Farms I paid at the pump for gas on 6/25/22. My credit card statement shows that transaction as $99. I know this is inaccurate. I submitted a request for more information through their online customer service on 7/29 and was told via email I would be contacted shortly. I still haven't heard anything back. I have also been in contact with my credit card company to dispute the charge, but they require the transaction information from Royal Farms to proceed.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/10) */
  Terri ****** <*******@royalfarms.com>
  12:22 PM (36 minutes ago)
  to ******, ******, me
  
  Hi ******,
  
  
  
  Please see below for your transaction receipt:
  
  ** See attached**
  
  
  
  
  
  Thank you,
  
  
  
  Terri ******
  
  Royal Farms Office *******
  
  Our Mission: Delight Customers in a Way That Creates Loyalty