Complaints

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:11/19/2024

  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.

  I shop at this location regularly and I pick up my groceries through their online shopping app. I used a payment method that I have saved on file and was told when I arrived that my payment method failed. I pulled up my account and showed that the charge was pending, and they still proceeded to request a second form of payment that could be ran because they could not process the first payment that I used. They ran my second form of payment for $290.52. In checking my bank account records a few days later I found that I was charged twice through the first and the second payment method. The first payment method I was charged $291.52 and the second was for $290.52. Both have settled and have been taken out of my bank account. I immediately contacted the manager who was not friendly and offered absolutely zero support or apology. Instructed me to call back the next business day and speak to the employees who manage the online grocery pick up. So I called them the next morning and explained the situation and gave them the amounts and the payment methods that I used. They told me that they would contact their accounting department and get back to me. They later called back and said that they have no record of the other payment and that there was nothing that they could do. Still no apology by the way. As of it was completely normal. We are a family of six and I budget very carefully from week to week and I cannot afford for ShopRite to be holding an extra $300 of my money. Now I have to go through the process of reporting the payment and hoping that I get a resolution and refund through my form of payment. I am not sure how long this will take. Im very upset at how this was handled, especially for long time customers. The management is poor. I hope they do not do this frequently to other customers. The refund I seek immediately is $291.52

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22576325
  
  I am rejecting this response because: this is the same exact run around that I received from everyone I spoke to at the *********** location. No one was willing to help me or even allow me to provide more information so that they could find that the payment was authorized and paid to them. I finally got my money back weeks later after filing a complaint with ******. The payment did not decline and I was out almost $300 for weeks. I resolved this matter on my own after much frustration. I am replying with my proof that the original payment actually was charged, authorized and deducted from my account and paid to ********************. I am not satisfied with the way this was handled. The management and customer service was poor. As far as I am concerned, I have resolved the matter, NOT ShopRite. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/07/2025

  We sincerely apologize for the service issue you experienced and any frustration it may have caused. We understand your concern regarding the payment error and have attached a copy of our records, which indicate a declined payment.
  We believe this issue stemmed from a technology communication error where ****** may have temporarily held your payment, which unfortunately did not reach our system. We are pleased that ****** was able to assist you in resolving this matter.
  We understand the disappointment and frustration this has caused, and we sincerely apologize for the inconvenience. We value your business and hope that you will consider giving us another opportunity to serve you and your family.
  To express our sincere apologies, we will be sending you gift card in the mail shortly. Please give us another try it pass it along to someone else.
  Happy New Year,
  The ***** Family

• Initial Complaint

  Date:03/13/2023

  Type:Delivery 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 3/10/23 I was working a lot of hours so opted to try a grocery delivery from Klein’s Shoprite. I have never done this before, but I saw that they delivered when I went to their store and their website. So I went to Shoprite's website (****************), logged in as myself, picked what I wanted, and selected a delivery time of 6pm-7pm. When 7pm came, and no delivery, I called the Klein’s Jacksonville Shoprite location. I was told that that despite their store having huge signs saying they deliver, and a website that has you pick a delivery time and give your address and charge you a $14.98 delivery fee, they don't deliver. The person on the phone told me that they only pick your groceries out for you, and store them at the front of the store so you can just pull up outside and have them loaded in your car. Their website clearly says DELIVERY. It had me enter my address and pick a "delivery time" so I knew this was not true. So I drove up there. This time, they admitted they actually do offer delivery, but that their third-party company named *****, who does the pickup and delivery didn't show up. Their website leads you to believe that it is a service that they themselves offer, no mention of a 3rd party being involved The manager did say my order was ready and bagged up and I could take it. I said I wanted my $14.98 delivery fee back since it was not delivered. He said "I can't do that, you will have to call them and work it out with them”, handing me a handwritten note with "*****" and their phone number on it. I called that number, and as expected, they said since I paid the money to Shoprite they would have to be the ones refunding me. I paid this money to Shoprite under false pretenses - I expected the items to be delivered. They had no intention of making this delivery, and tried to lie when I called. A legitimate business would have refunded the fee since the delivery never took place. They are **** artists.

  Business Response

  Date: 03/23/2023

  Hello my name is ***** Klein, I am one of the owners of Klein's ShopRite. As soon as I was aware which I found out from a nextdoor message post. I immediately contacted the customer and processed a refund for $20.00. I attached have attached the pdf showing the refund. And the message I sent the customer on the day I saw the post. For clarification we do have delivery in this store, there was an issue with the 3rd party company ***** we use that day and they did not notify the store of the time being pushed back. We have contacted ***** and put a request in anytime orders are delayed the store must be notified so we can notify the customer of delivery issues. If you have any more concerns or questions, please contact me at ###-###-####, or ************************* Thank you for your time in this matter

  Customer Answer

  Date: 03/23/2023

  
  
  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,
  
  
  
  **** *****