Complaints

This profile includes complaints for Gordon Food Service Store's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gordon Food Service Store

  1300 Gezon Parkway SW Wyoming, MI 49509-9300

• 

  Gordon Food Services

  6740 Peach St Erie, PA 16509-7723

• 

  Gordon Food Service

  317 Bluebird Drive Goodlettsville, TN 37072

• 

  Gordon Food Service Store

  4324 Whipple Avenue NW Canton, OH 44718

• 

  Gordon Food Service Store

  7389 Jefferson Blvd Louisville, KY 40219-6178

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:06/23/2025

  Type:Sales and Advertising 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.

  Gordon Food have a policy to Keep your money if you dont pick up an online order. I received email stating to pick up my order. The ************* states that his store was out of stock and I would not charge. I check my bank and no charge but 90 minutes later o was charged. I called the manager again and said I was charged and this is a scam. The manager said I was not charged I email a picture of the bank statement, I was charged now I get an email saying because I didnt pick up my order I lose my money

  Business Response

  Date: 06/27/2025

  Thank you for reaching out regarding your recent purchase
  from Gordon Food Service. We are sorry to hear of the negative experience you
  recently had in one of our stores.

  
  We have investigated the issue and confirmed that you were
  not charged for your initial online order of four 1-gallon Hartley’s Lemonade
  Syrup because it was indeed out of stock in the store. As confirmed in the
  email attachment you included with your complaint, the total for that order was
  $51.96. Each gallon of this syrup was $12.99 each. The debit card charge submitted
  with your complaint was not for the same amount as the online order ($51.96),
  but was for $23.94, which could not have been for the syrup (for example, two
  gallons would have been $25.98).

  
  On investigation, GFS confirmed that there was a purchase of
  $23.94 made in-person in the Store that same day around 5:55 p.m. for: 1) two
  128 oz. jugs of Milos Sweet Tea; 2) two 52 oz Simply Lemonade Juice; and 3) two
  bags of lemons. This appears to be the debit card purchase attached to your
  complaint. Accordingly, you were only charged for items that you did in fact
  purchase.

  
  Thank you again for contacting GFS, we appreciate your
  business and look forward to serving you in the future.

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23509355, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Dandral Sawyer

• Initial Complaint

  Date:06/16/2025

  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.

  *** offers side-by-side restaurant bulk products (5 pounds), Small Curd Cottage Cheese (lighter orange package) and Large Curd Cottage Cheese (darker orange package) from the same dairy manufacturer. I have purchased several a month for the last year, however, I have returned several because the manufacturer is placing small curd cottage cheese in about 50% of the batches of large curd. The large curd is either missing Rennet, which promotes the coagulation of the milk into curds, or the manufacturer is not allowing the appropriate processing time for coagulation. The result is a tasteless, small curd product.I have called GFS and have been told there is nothing they can do about it. The last time I tried to return a mislabeled carton, I was told they will not receive returns of cold items. I explained that the manufacturer is mislabeling or using the wrong/under coagulated product around half of the time, and returns should be allowed for mislabelled food products. I have complained at least 6 times, but the product continues to be sold inappropriately and the quality control is less than 50% accurate. Some batches are spot on and wonderfully salty as full coagulation is achieved, but this is less than half of the time. I have opened the containers right after purchasing at the register to check and immediately return if the product is small curd, and the local management has agreed they are labeling small curd as large curd. However, I'm being told there is no remedy as *** has no control over their manufacturers.

  Business Response

  Date: 06/27/2025

  Thank you, Ms. Clark, for reaching out to us regarding your
  recent purchases of large curd cottage cheese. We sincerely apologize that the
  product did not meet your expectations and that you were disappointed with the
  curd size.

  
  We understand how frustrating it can be to find a product is
  not as expected. While we strive to offer only the highest quality products
  from our suppliers, the consistency and quality of the product itself, such as
  the size of the curds in cottage cheese, falls under the responsibility of the
  manufacturer. The complaint does not identify the brand/manufacturer at issue,
  but to the extent it relates to GFS’ private label brand, we have passed your
  complaint along to the manufacturer for their review and we will be reviewing
  the product quality as well. GFS takes the quality of its private brand products
  very seriously and will work with the manufacturer to investigate any
  underlying issues.

  
  The typical specification for large curd cottage cheese
  utilizes a curd cut size of 5/8” cube, while the small curd utilizes a 3/8”
  cube. Your experience with your large curd cottage cheese is less likely to be
  due to the rennet and/or coagulation process, and more likely what is generally
  referred to as “curd shatter,” which is directly due to the automation of the
  process and handling of the curd. For example, rough handling and breakage at
  the beginning of the cook process can result in a mealy texture. Aggressive agitation
  during curd washing and during pump out can also damage the curds, causing
  smaller pieces or “fines,” which also contributes to the texture and flavor.
  Again, GFS has contacted the manufacturer to investigate their process and to
  minimize the likelihood of these factors.

  
  Thank you again for bringing this to our attention. We
  appreciate your business and look forward to serving you better in the future.

  Customer Answer

  Date: 06/30/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23474906, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Lydia Clark

• Initial Complaint

  Date:04/14/2025

  Type:Delivery 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.

  Ripping customers off. Bought 25 lbs of goods as advertised bet weight was life to by store staying it was not tampered with but was only 21.5 lbs gross weight thats fraud , bag was. Ripped open and dust inside but was told that only half order was damaged (ordered two 25lb bags)

  Business Response

  Date: 04/15/2025

  
  April 15, 2025
  
  
  Via **************************
  ***** ******
  BBB Serving ****************
  *********************
  **********************
  
  Re:  ***** *******Complaint 23199919
  
  Dear *************************** 14, 2025, we received a copy of the complaint that ***** ****** filed with the Better Business Bureau.  We appreciate this opportunity to respond.
  
  In his complaint, Mr. ****** expressed concerns about a recent experience at one of our stores. Mr. ****** stated that some of his product may have been damaged and/or under the listed weight.
  
  We regret to hear of Mr. ******* dissatisfactory experience. Upon receiving a copy of the complaint, GFS Stores Regional Manager for Ohio contacted Mr. ****** directly, arranged for a replacement product for Mr. ******* and is also providing a gift card to him for his trouble. ********* seemed satisfied with the steps taken to address the matter.
  
  We hope that Mr. ****** feels that his concerns have been adequately addressed and that he will give us another opportunity to earn his business.  Thank you for this opportunity to state our position.
  
  Sincerely,
  
  Gordon Food Service
  

• Initial Complaint

  Date:04/08/2025

  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.

  Critical issue to be resolved: (Is this the type of company you want to do business with?)On April 08 (2025), another delivery truck was witnessed on ********, ***************, **. ********** is a rural, narrow road with an elementary school and a posted weight limit bridge. The bridge is adjacent to the elementary school and crosses over commuter and commercial tracks. The limit of the bridge is ******lbs (13 Tons). An 18-wheel tractor trailer has a cab weight of ~ ******lbs (20 Ton) and a max trailer weight of ******lbs (20 Ton) for a combined max total of ******lbs (40 Ton). The cab alone is well above posted limits. The limits are established by the State to try and prevent collapse due to vehicle overload. When contacting Gordon Foods about the issue, they say they have noted it. When requesting to talk with a manger, the response is "No, they are not available to 'you' ". The police have been previously notified and tickets have been issued when they catch the driver but the company refuses to address or even acknowledge the issue because their repeated violations have gone ************* does the company justify the willful disregard of their drivers utilizing a road with an overlimit vehicle, jeopardizing the safety of the community, because their drivers want to take a short cut? What other infractions do they commit that are reported but never gets resolution? Customer ********************** refuses to allow any contact to management other than what they deem reasonable.Either they are ignorant or complicit. The success of the company shows they are not ignorant.

  Business Response

  Date: 04/16/2025

  
  April 16, 2025
  
  
  Via **************************
  ***** ******
  BBB Serving ****************
  *********************
  **********************
  
  Re:  ****** ****,Complaint 23177480
  
  Dear *************************** 8, 2025, we received a copy of the complaint that ****** **** filed with the Better Business Bureau.  We appreciate this opportunity to respond.
  
  In his complaint, Mr. **** expressed concerns about Gordon Food Service trucks driving over a weight-limited bridge on ********** in ***************, ************. GFS takes this very seriously, as it trains its drivers to be aware of weight restrictions, and avoid bridges which may have them. We regret to hear of Mr. ***** observations regarding GFS trucks. Upon receiving a copy of the complaint, GFS issued a notice to its Rhode Island drivers to avoid ********** and to find alternative routes for deliveries to GFS customers in the area.
  
  We hope that Mr. **** feels that his concerns have been adequately.  Thank you for this opportunity to state our position.
  
  Sincerely,
  
  Gordon Food Service
  

• Initial Complaint

  Date:10/10/2024

  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.

  Our bank account was hacked and we had a balance with Gorgons. We agreed to a payment plan and we are paying. However an account rep **** ***** has been showing up to our business while we are open. We would like this harassment to stop while we pay off the debt. we are formally asking him not to visit our restaurant in person and please keep all communications in writing from this point forward.

  Business Response

  Date: 10/17/2024

  Gordon Food Service appreciates the opportunity to respond to the complaint submitted to the Better Business Bureau, and takes the complaint very seriously. Specifically, Mr. ******** ********* states that his business is on a payment plan for a debt owed to GFS, and feels that he is being harassed while paying the debt by in-person visits by a *** employee.

  
  The complaining customer has an outstanding debt owed to GFS, in part because of returned checks due to insufficient funds. The customer has failed to fulfill its debt obligations to GFS, and GFS has taken commercially reasonable efforts to collect the debt without more formal escalation.A GFS employee only visited the customer two times in the span of two months,due to the customer ceasing payment to and communications with GFS.

  
  GFS will respect the customers requests to cease its limited in-person contact, however it does have an obligation to take reasonable commercial efforts to recover debt.

• Initial Complaint

  Date:08/31/2024

  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 went to Gordon Food Store to purchase some food as I approached the cashiers the cashiers was staring and laughing at me uncontrollable and yes it was towards me because no one was standing behind me or around me I told the cashier that was waiting on me while you're laughing at me you need to comb your hair but he and the other cashier continue to laugh and stare at me so the manager approached me at the cash register and asked me what was the problem I told them that they're just standing there and laughing at me and staring at me like something is funny he told me that he knew what they were laughing at he told me that someone ran over a skunk earlier and that they was laughing at that I told him no they wasn't they was laughing at me and he was he got upset because I told him that they was laughing at me he told me to get out of his store I told him f*** you b**** and he told me no f*** you b**** we got to arguing back and forth I got in my car I went to pull up next to him why he was pushing carts and he pushed the carts right in front of my car barely missing it by hairline I told him if he would have hit my car with those parts I would have whooped his a** he continued on calling me b****** so I left and I called the owners who in charge of all the Gordon Food Stores and his name is *** ****** this man was so rude all I want is a written apology and all that was involved to be terminated from that store and for them to tell me what actions have been taken so I can be assured that the next time I come into that Gordon Food Store that I can shop without any harassment and also I would like to be compensate since *** ****** was rude to me

  Business Response

  Date: 09/13/2024

  Gordon Food Service Store received a copy of this complaint, and appreciates the opportunity to respond. GFS prides itself at being a welcoming store for all customers, and takes any allegations of this nature very seriously.
  *** investigated the allegations does not believe the version of events submitted to the Better Business Bureau is entirely accurate. GFS Stores Associates were laughing at something when Ms. ******** was present in the Store, but it was entirely unrelated to her. The GFS Store Manager engaged with Ms. ********* and tried to defuse the situation and explain that the Associates were merely laughing about something unrelated but she did not accept this. Ms. ******** has not articulated a reason to justify he belief that the associates were indeed laughing at her.

  
  Ms. ******** later called GFS Customer ********************** to report her dissatisfaction, and they alerted Regional Manager *** ******. Mr. ****** investigated the matter further, and heard from multiple witnesses that Ms. ********* allegations to customer ********************** were not accurate. Mr. ****** called Ms. ******** to explain the situation, and had a rational and productive conversation, until Ms. ******** demanded that Mr. ****** take formal actions against the Store employees, including that they be terminated, and report back to her on the actions taken. Mr. ****** explained that he would be handling any necessary follow-up internally, but could not share personnel information, such as documentation or termination details; Ms. ******** demanded further action and that details be shared with her.

  
  Mr. ****** provided coaching to the Store to ensure that a similar situation would not happen again in the future. Because Ms. ********* allegations were unsubstantiated, termination of employees is unnecessary. *** believes the customer acted inappropriately towards our employees, using derogatory language and names. Given the facts and context here, GFS believes that coaching for the Store is the necessary response.
  

  
  

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22224264
  
  I am rejecting this response because: evidently they didn't look at the video no one was standing in the line is supper two other women at the other cash register who was also looking and laughing with the cashier and they all was looking towards me not only that if they have cameras they can see that when I pulled out of the parking lot to approach him in my car very slowly to tell him that he handled the situation very inappropriately he purposely push shopping carts in front of my car on purpose barely missing my car by a half of an inch didn't mention that did he look at the cameras I could proceed with this matter and take him to court for trying to do bodily harm to my car but I am willing to forgive he could give me a voucher or something or critic from the store because of this
  
  Sincerely,
  
  ****** ********