Complaints

This profile includes complaints for Hannaford Supermarkets's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hannaford Supermarkets

  145 Pleasant Hill Road Scarborough, ME 04074-9309

• 

  Hannaford Supermarkets

  150 New Athol Rd Athol, MA 01331-2161

• 

  Hannaford Supermarkets

  21 Timpany Blvd Gardner, MA 01440

• 

  Hannaford Supermarkets

  118 Lancaster St Leominster, MA 01453-3833

• 

  Hannaford Supermarkets

  333 Massachusetts Ave Lunenburg, MA 01462-1220

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:08/29/2024

  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.

  A new to me prescription was sent electronically from MMC Neurology in beginning of February 2024. In mid April (4/17/24) I called the ******* pharmacy to ask why I hadn't received a notification text for pick up. The woman on the phone told me that they don't just fill prescriptions, that I have to call and request it personally. This didn't make sense to me. I've had Hannaford Pharmacy fill all my prescriptions for decades, and this branch for nearly twelve years. I have NEVER had to call and ask for a new prescription to be filled; if a doctor sent it over, it was filled and I could pick it up same day. No problems.Despite this issue in April, I got the dosage of a once-a-month injectible (Ajovy). By ***, I did NOT receive a prescription ready notification, so I called in May and asked when my prescription would be ready. I was told they had the script on order. It's not a stockable script apparently. OK, fine. I explained what happened the month prior and how I expected this prescription to be on auto refill, like ALL THE OTHERS. I was told it was on auto refill, but the fact it was out of stock disrupted the replenishment.In June, I called the store ONE WEEK prior to June 17th just to confirm the prescription was ordered, and that it would be ready by June 17th. I was told it had not been ordered, but they would order it immediately.In July, I called July 9th, in preparation for July 17th. They said it had to be ordered, and I would get a text letting me know when to pick it up. July 19th I went IN PERSON. It was on BO. I called a week later, it was still on BO. I was given the manager's name by ****** and she said to make a complaint. It is now 8/29. I still don't have the prescription; I've been without it for two months, and no one can tell me why. It shouldn't be this difficult to pick up ONE Prescription ONCE A MONTH.

  

  Business Response

  Date: 09/02/2024

  We are sorry to learn our our customer's experience. The ********************** manager has reached out and spoken with our customer to resolve the concerns.

• Initial Complaint

  Date:08/22/2024

  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.

  On August 17 2024. I picked up prescriptions from hannaford pharmacy on mast rd in *************. When I got home there was only a one month supply of precription ozempic. I had ordered a 3 month supply. I called the pharmacy and told them I had been shorted 2 months worth of ozempic. The pharmacy manager **** said they could only dispense a 1 month supply due to hannaford corporate offices order. I explained that I had a ozempic copay card that gives a 3 month supply for 25$ as long as I have health Insurance which I do. I had paid 25$ for the one month supply. Doing this Hannafords way will cost 75$ versus 25$. I told pharmacy MGR I could not afford to do this it would cost 50$ more their way. She said she couldn't do anything. So I asked If I could return it so I could go to another pharmacy and get my 3 month supply for 25$. She was rude and said "no returns". I would like the additional 2 month supply with no more co pay seeing thats what I am owed. I take ozempic for diabetes not weight loss

  

  Business Response

  Date: 08/27/2024

  Thank you for sharing our customer's concern. ******************** has reached out to the customer to address the concerns raised.

• Initial Complaint

  Date:08/11/2024

  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.

  Quality of your product. You claim your product to be as good as the original products. I beg to differ recently I purchased hanafords brand of frosted mini wheats. They were no where near the quality of ******* or ******* brand of frosted mini wheats. Im just wanted to let you know that dont state that your product is as good when it did not come close to the ******* and ******* product

  

  Business Response

  Date: 08/13/2024

  We are sorry to hear of our customer's dissatisfaction with our private label products, specifically the frosted mini wheats. We always strive to offer affordable, high quality products. We are so confident on private label brand that they come with a double your money back quality guarantee. Our customer will just need to take the product (or label) and receipt back to the store. However, if customer does not have both; a receipt or the label from the product must be provided. Please know that we have shared our customer's feedback with our merchandisers.
  

• Initial Complaint

  Date:06/19/2024

  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.

  The banner of this company called Hannaford Supermarket is charging vendors $100.00 Per unit of products that are allegedly Out of code on the shelf in their stores. Being a small local vendor We have been charged $7600 worth of fines For cases that they say was expired chips on the shelf available for sale to customers. The problem we have is not just the exorbitant excessive fine for a $.70 bag of potato chips, but we found that 50% or more of the cases were not legitimate. Hannaford staff has scanned bags that were in the back room going back for credit and not out for retail And cases where Hannaford staff stocked expired product on the shelf and then scanned out of code and charged us a fine. They are apparently doing this to all of their vendors. We have have not signed anything that said we agree to these Exorbitant charges And they are just deducting these fines from our weekly payments without authorization or notice.

  

  Business Response

  Date: 07/01/2024

   We appreciate our vendor reaching out for assistance with their concern. A member of the category team was able to speak directly with our vendor to discuss their concerns, and we believe this matter may be closed.

• Initial Complaint

  Date:04/11/2024

  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.

  The Hannaford in ************ has been under renovation for four months. There are drastic changes in flooring with no warning. There is loose tape and shaking floor panels. On top of rising prices and smaller packaging, customers are led blindly through daily aisle relocations. It is humiliating to see paint color and flooring changes when food prices are rising. This renovation has caused stress on every customer, and it is shameful that ******************** is spending this money when they could be putting the money into lowering food prices. I believe it is a corporate strategy to justify their rising food costs.

  

  Business Response

  Date: 04/18/2024

  Director of Operations, **************************** called ************ twice, leaving a voice mail for her on the afternoon of April 17th.  Following the voicemail, Ms. ******** sent ************ an email that included her personal cell phone number and an invitation to call her to discuss her concerns. To date, ************ has not responded to any efforts to communicate with her.  
  
  ************ raises concern regarding the remodel process currently underway in Hannaford's Damariscotta, ***** store.  While Hannaford certainly appreciates the challenges that a remodel presents for long-term customers, we do our best to minimize that impact by offering instore signage and employee navigators to assist customers to the greatest extent possible.
  
  Finally, ************ inquires whether Hannaford raises prices to fund the expense of a store remodel.  Hannaford's capital expense planning is wholly separate from its everyday low price strategy.  There is no connection between pricing and company capital expenditures.  Ms. ******** remains ready to discuss **************** concerns with her at any time.

• Initial Complaint

  Date:03/10/2024

  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.

  I have told *********** ***** Store Staff and Called Corporate about dirty Unsanitary conditions at the ******* ***** Store in the meat section specifically the Chicken section. Unsanitary juices run down the racks and gather up and dry up on the cooler bottom and shelves. Your told Someone will call you back from Corporate but no one does and your basically told its not an important issue basically and it's not taken seriously by Store Staff or Corporate staff. It's Unsanitary and unhealthy. Over all its unsightly and nasty and unclean.

  

  Business Response

  Date: 03/11/2024

  We appreciate our customer bringing their concerns to our attention regarding their local Hannaford store. We take comments such as these very seriously. The store manager has been in touch with our customer directly to apologize and to make them aware of what has been done to correct the issue.
  Comment

  Customer Answer

  Date: 03/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:03/05/2024

  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.

  Hello On Friday 3/1/24 I did get a bunch of Hannaford rewards app coupons sent to my app to clip for use. I did clip and add them to my account and later in that day went to my local store to use them. Why several of the coupons worked with no issues there was a total of 4 Coupon's that I clipped that didn't work right and the amounts didn't come off. It does add up to a total of $6.50 that didn't work and should have came off of my order. I have screen caps of all of the coupons that did get added to my account but that didn't work. I also have attached a copy of the store receipt that shows that I did purchase the items but nothing came off. I did put a start by each item. I have also typed up a list below of what didn't work. Is it possible to refund me 6.50 via check or send me a gift card for the $6.50 that was lost? Please advise store receipt pin # pin **************** phone number used for Hannaford account is ************ Items that the coupons didn't work on....Gatorade 8 Pack ( Coupon was for $2.00 off an 8 Pack)White Castle Sliders (Coupon was for $3.00 off of a box)Swiss Miss Hot Cocoa (Coupon was for .75 cents off a box)2 Fage Yogurt's ( Coupon was for .75 cents off 2 yogurts)

  

  Business Response

  Date: 03/06/2024

  We are sorry to learn of our customer's experience with coupons that did not deduct. We have reached out to our customer directly to apologize and to let them know that we will be sending a gift card to compensate them for the missed savings.

  Customer Answer

  Date: 03/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

   

  Got the giftcard, thanks
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:02/29/2024

  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.

  On 2/28/2024 I shopped at your *********** store. While in the store I checked my Hannaford app for coupons. There were 3 coupons I clipped and got the products (Delectables squeeze up treats, Reveal cat food and Friskies party mix). I used self check out and when I finished I saw only one coupon came off. I asked for assistance and was told there was nothing they could so to push the coupons through, even though I could show on the phone they were clipped. My response, of course, was to have them delete the items. The employee told me it was because sometimes it takes up to 24 hours for it to work (ridiculous). So since I knew I would be passing the store again today (2/29/2024), I figured Id just run back then and purchase the items. Well the coupons were not there. They disappear because they apparently expired the day I wanted to use them. I called customer service and they informed me there was nothing they could do. Since I can't find an email address to write to them this is my only recourse. The coupons were $2.75 and the second was I believe $1.75 (not sure since i can't view it now). I think hannaford should not offer an app with coupons if they can't rely on their own app. Fix the app or give the employees a way to override the system. Hannaford should give me store credit for a minimum of the value of those coupons.

  

  Business Response

  Date: 03/05/2024

  We are sorry to learn of our customer's experience and apologize for the frustration caused. The manager of customer care has reached out to our customer via email on March 1 at ******* to apologize and to make things right. A reply email was requested to ascertain how our customer wanted to be made whole. To date, we have not yet heard back and encourage our customer to reply to the email so we can make amends.

• Initial Complaint

  Date:01/24/2024

  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.

  I made a formal complaint to the store manager that an employee in the seafood department told me to f**k off and one week later the local ****************** sent a deputy to my house to serve me with a trespass notice. I have called several times to resolve this matter and cannot get any return calls to reply with any answers. You better not make a formal complaint to Hannaford Supermarkets or you will be banned from all store locations.

  

  Business Response

  Date: 01/30/2024

  Thank you for giving Hannaford the opportunity to respond to Mr. *********** complaint.  The history of his concern is outlined below.
  
  On December 16, 2023, ************************ called Hannafords ************* line to report that he had been refused service at the ****************** in Hannafords *******, ***** store location.  In response to the concern, the Director of Operations for the ******* store called ************************ on the same day. 
  
  The Director explained that it had been reported to him that ************************ had been rude and abusive to a ****************** associate simply because the associate had explained to ************************ the price difference between a cod filet and a captains cut of cod fish.  Over the court of a 35-minute conversation, ************************ denied yelling and swearing at the associate and went on to yell and swear at the Director, including calling him a fxxking snowflake, a p**** and a fxxking cuxt. 
  
  Following this conversation, the Director learned that ************************ called the store and, using similar language, yelled and swore at the ******* Store Manager.  On the basis of these conversations alone, Hannaford sought support from the ************************* to advise ************************ that he is no longer welcome in any Hannaford store.  Following the service of the trespass notice, ************************ continues to call Hannafords ************* line, and in those conversations, he continues his abusive behavior.
  
  Hannaford explicitly denies that the decision to trespass ************************ was based in any way on his filing complaint with the Company.  Hannaford also explicitly denies that no one from the Company responded to Mr. *********** complaint.  Rather, in every instance of communication with ************************, his rude, profane conduct has confirmed that trespassing him is the only way to protect Hannaford associates from his abuse.

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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.

  7/15/2023 Hannaford to ******************************** ******* is not providing the service they are advertising and trying to rectify their issues by offering $25 gift cards instead of following through with promises of the service. Overall Issue, the company is charging for items they are not putting in your bags and make accusations eluding to theft, when attempting to address the concern and receiving refunds for missing times. This past weekend I attempted to pick up my Hannaford to Go order on Saturday for an 11:00-12:00 pick up slot. When we arrived, we were told the order had yet to be shopped and it would only be 10 more mins. After 45 mins my wife called as we were waiting in the car with a toddler, we were told it would be another ***** minutes. We told them we had to leave as our toddler had an accident while waiting. Your supervisors solution was they would give us a $20 gift card and to just bring my son into the store to use the bathroom. ( ******* bathrooms are not clean enough for a toddler). When I called the main line to have the order canceled and refunded, I was told that was not an option and they have rescheduled me for 9:00 Am the next day. At this point I asked to speak to a supervisor and was told I could not and would receive a call on Monday with no guarantee. This was the worst service I have ever received at any Hannaford. I have spoken to the store manager 3 times now and no improvement have been made to the Hannaford to go service. This location needs to end the Hannaford to ********** if they can not fulfil the service they are promising. Thank you in advance for your time,******

  

  Business Response

  Date: 07/17/2023

  We are so sorry to learn of our customer's concerns and apologize for any frustration caused. The store manager has reached out to our customer directly to apologize and make things right.

  Customer Answer

  Date: 07/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************