Complaints

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

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  Schnuck Markets Inc.

  11420 Lackland Rd Saint Louis, MO 63146-3559

  
• 

  Schnuck Markets Inc.

  7450 Hampton Ave Saint Louis, MO 63109-3931

• 

  Schnuck Markets Inc.

  60 Hampton Village Plz Saint Louis, MO 63109-2127

• 

  Schnuck Markets Inc.

  3430 S Grand Blvd Saint Louis, MO 63118-1004

• 

  Schnuck Markets Inc.

  8200 N Lindbergh Blvd Florissant, MO 63031-7107

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:07/04/2024

  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.

  To whom it may concern, A couple weeks ago, my husband went to the Schnucks in *************************** to buy their brand of ice cream. Later in that evening, I sat down to enjoy some while watching TV, when I bit down on something and felt pressure on that side of my mouth. I got up to go to the kitchen to get a good look at what I spat out, and it was a rusted metal spring! It was too late in the evening to contact anyone, so I called the corporate office a few days later to tell them about what I found in my ice cream. I was told the call was being escalated and that I would hear back from someone in their claims department. That was on June 12th, but despite calling a few more times and emailing the photos that were requested, no one from Schnucks has reached out to me. The biggest issue is the fact that an inedible object with sharp ends was found in packaged food, and how it not only couldve broken off my tooth, but its also a choking hazard! How Schnucks has failed to contact me, a loyal customer, about this matter is astounding! I've tried to be patient by waiting on a response before alerting the media, the health department, and an attorney. I assumed Schnucks would have taken my concerns seriously so that I wouldn't have to go that route.

  

  Business Response

  Date: 07/20/2024

  The concerns of this customer have been shared with multiple departments, multiple times and we will once again reach out to them to make sure this issue is addressed as soon as possible. 

  Customer Answer

  Date: 07/22/2024

  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 if they choose to reach out to make things right as stated in their response.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/23/2024

  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 May 30th I was sold a lot of fresh meat with outdated use by dates. Special sale stickers were used to cover up the manufactures use by date. Additionally, a different sell by date beyond the manufactures stamped date was applied. Given the number of packages this occurred with theres no doubt it was very intentional. To add insult to injury, when I reached out to their customer care support, instead of getting the deepest of apologies, I had to deal with an individual who has no business working in customer care and when I requested to speak with a supervisor, this individual claimed to be the supervisor but only after pretending to experience technical issues that resulted in the call being dropped. I immediately called back and unfortunately I got the same individual and his shenanigans continued. I submitted a review and completed a contact sheet nearly a month ago and there has been absolutely no contact. Some of the meat was sold more than 3 days passed the use/freeze by date. If Schnucks doesnt seem to care that this sort of activity is occurring, I wonder if the manufacturer of the meat would?

  

  Business Response

  Date: 07/16/2024

  This customer called the ************************ on 05/31/2024 and spoke to a representative of our team that told the customer the concerns she shared were valid and that the product needed to not be consumed and returned to the store. The customer refused to return the product to the store and demanded an email address as she felt the store in question was "too far away". An eventual email was sent by the customer, but the pictures provided only revealed that she made a purchase and there was no indication or evidence that the products were improperly dated. Regardless, any product with incorrect dates needs to be returned to the store and shared with store management and this customer declined that option. 

  In reviewing this customer's ********************** Rewards history and based on the pictures provided, the customer did not purchase 72 dollars worth of improperly dated product. We have provided her with 25 dollars in Schnucks rewards to refund her for the 10 packages of Verde organic ground beef as this was the only images shared and as a gesture of customer service will assume that these are the impacted products in question. 

  Customer Answer

  Date: 07/16/2024

  Complaint: 21891224
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/16/2024

  The way this business has chosen to handle this matter is unacceptable in my opinion.  I requested to be contacted.  Yet, they have remained true to being vitriol about the matter.  I submitted the same images to the business that I included in my BBB complaint despite the business indicating in the 1st half of their response that  only a copy of the purchase was provided through their online portal.  However, later in their same response it was mentioned how they based their $25 resolution on the images of the Verde ground beef.  Images they 1st said I hadnt provided.  If however they were referring to the images attached to my complaint, then they would have also seen that the beef strip steak in the amount of $7.79 was also sold passed its sell by date as well.  So I would appreciate compensation for that too along with the taxes associated with the $32.49 worth of outdated meat I was sold.  Secondly, when I reported the amount of $72, I was referencing my total receipt amount and perhaps misread the question if by chance I was asked to provide a more specific amount.  The tone of the business response is absolutely unbelievably on one hand and not, given how the matter has been addressed up to this point.  Third, the business mentioned how they reviewed my reward history to gather details, well, if they cared to look, they would have clearly seen that Ive shopped at this particular Schnucks on just a Few & Rare occasions given that I am only in that area from time to time. To have to return merchandise, I believe was not mistakenly but deliberately sold past its sell by date would require more work, time, and gas on my part and therefore I wasnt interested in having to return to that location for a refund.  Furthermore, I was not afforded the options to return the items to a location convenient to me.  As I expressed during my conversation with the phone center representative, my concerned & issue was mainly that this could be a common practice at this location and/or throughout the chain that needed to be addressed.  I further indicated that I wasnt concerned about the purchased meat being questionable and unfit for consumption based on the vacuum sealed packaging it was in and the appearance of the meat.  The idea that this practice could actually risk the lives of individuals was my reason for making contact in the first place.  However, given how I was treated from the moment that I made contact, this experience through & through has revealed a culture that clearly doesnt value its customers to the point that customers well-being and food safety is being left up to customers like myself to contact the manager of the store to inform them of this matter.  This is mind blowing to say the least.   This brings me to my final point, of how my action to reach out was rooted in being a thoughtful and concerned citizen, so to be disregarded, disrespected, & disgraced in such an egregious way is beyond comprehension to me, beyond comprehension.  In closing, the sell of this outdated meat appeared to be deliberate given: the quantity, the placement (over the manufactures sell by date) of the added mark down price sticker, and that it wasnt just a single product.   Shame on you for how you have chosen to do business.  I have attached additional images to provide the Necessary Proof this business is seeking to resolve this matter.  

  Customer Answer

  Date: 07/16/2024

  Due to technical issues I had to submit my rejection response in 2 parts along with a system test to verify the online BBB portal was working as designed.  The blank response was the system test, the 2nd response was my written response on reasons for rejection & last were images that help support my response.  

   

  

  Business Response

  Date: 07/17/2024

  The images presented in this response are identical the ones we have already reviewed and were provided in this customer's email to ********************** previously. The Schnucks Rewards amount of 25 dollars has already been refunded to this customer's account and we consider the matter resolved. As stated in our prior message, this customer refused to return the allegedly improperly dated product upon request which would have given Schnucks the opportunity to not only review each package to determine what happened, but also provide a full refund or exchange. 

• Initial Complaint

  Date:06/19/2024

  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.

  Was sold a bag of store brand ********, that does not light !

  

  Business Response

  Date: 10/08/2024

  Customers with product quality issues can return unused product to the store with a receipt for a full refund. If this is not possible, we can provide Schnucks Rewards dollars to their Rewards account with that information. All customers can contact our Customer Care team at 314-994-4400 for assistance with either option. 

• Initial Complaint

  Date:04/04/2024

  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 am owed $72 for Schnucks settlement lawsuit. I have submitted proofs, and emailed more than 10 times. Responses are generic and nothing has been done.

  

  Business Response

  Date: 04/05/2024

  While Schnucks did settle a class action lawsuit recently, we did not disburse the funds for the settlement. Customers will need to contact the legal team that represented them against Schnucks for assistance. 

  Customers with questions regarding the ********************** Wine and Alcohol Settlement, please visit www.schnuckspricingsettlement.com or call **************.

• Initial Complaint

  Date:03/26/2024

  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.

  At the beginning of March I purchased a catfish filet and I asked them to fry it. I asked them to fry it soft and they fried it very hard. I returned it and was told I could not receive a refund to my original form of payment so they gave me a gift card for the amount. When I tried to check the balance on the gift card I was told the card number was incorrect. I tried to use the gift card at the store and they received the same error and I was unable to use the gift card. I have been waiting to hear back from Schnucks headquarters for my money back.

  

  Business Response

  Date: 04/22/2024

  This customer has called the ********************** ************* hotline many times since this issue was brought to our attention and she has refused to listen to our resolution. The gift card that the store issued was not properly activated and after calling our team, we had the gift card in question activated for the original value. Our team contacted this customer on March 28th, 2024 at 2:41 pm to explain that the gift card was activated and could be used immediately. She thanked us for calling with this information.  

  The customer has responded back several times using extreme vulgarity, screaming at members of the customer care team and denying that we called her with the correct resolution. At this time, we have nothing further to offer this customer. She has a gift card equal to the value that was required in her possession and should be used for any future visit. 

• Initial Complaint

  Date:02/13/2024

  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.

  I already wrote this but..ON 2/13/24 I ordered schnucks online food delivery at cost of $50. Must have minimum of $35 order to avoid a $7.99 delivery fee. But, 2 items of mexican cokes were not in stock so was refunded said amount. Upon adjustment Schnucks charged me that $7.99 so I seek a refund of that amount as in original order my cost exceeded the $35 minimum. IF I get no refund I will file complaint with Missouri Prosecuting Attorney and sue(via contingency basis) Schnucks for $100,000.00. Seems a trivial case/amount but what they did was wrong--COMPLETELY.*********************, M.A., Professional Counseling

  

  Business Response

  Date: 02/14/2024

  This customer has already reached out to the ************* team at ********************** and his concerns have been given to our team that manages our online pick-up and delivery orders for resolution. It is possible that at this time, this customer request has been honored. If not, the customer should contact the following for assistance and to follow-up on their message:

  ********** or ********** (toll free)
  Schnucks Delivers - Option 1
  Hours: 8:30 AM 8 PM, Sunday through Saturday (except holidays)

  Customer Answer

  Date: 02/14/2024

  Complaint: 21289272
  
  I am rejecting this response because: we emailed each other and I told the guy that I wanted the $35 it cost for the items.

  Why? Because they implemented false and deceptive advertising and he exposed that himself.  I don't think Schnucks should

  get away with false and deceptive advertising; after all, it's against the law and I am prone to file complaint with Missouri Attorney

  General and Missouri Prosecuting Attorney.
  
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/19/2023

  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.

  call customer service yesterday about a problem at a schnucks store customer service hung up on me tried to call back got anwsering machine what kind customer service is this

  

  Business Response

  Date: 01/05/2024

  The Customer Care team at Schnucks is available during the following hours and at the below numbers:

  ************ or ************ (toll free)
  Customer Care - Option 3
  Hours: 8:30 AM – 12:00 PM and 1:00 PM – 5:00 PM, Monday through Friday (except holidays)

  If a customer prefers, they can also fill out a form on the website and we will respond in kind: *******************************

  We are not aware of any issues with our phones, but we have experienced higher than normal call volume in the last several weeks and are happy to help any customer that contacts us. 

  Customer Answer

  Date: 01/05/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:11/29/2023

  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.

  On 11/15/23 I purchased several individual ICE Sparkling waters. My issue is that the price has increased 3x over the last 6 weeks from $.99c to $1.10, and now $1.24…which isn’t fair.
  I buy on average 12 bottles of water each week, and can barely afford to pay for a family pack of chicken wings at $30!
  It’s not necessary to increase this items cost simply because there’s an increase in the amount of units sold. Products at this store are more expensive as is.
  Why add cost where there’s no need to? I don’t shop *******… however as a loyal Schnucks customer, I am forced to at least check out their price for the same product… which I have the feeling will be cheaper.
  This decision, if nothing else, should definitely be reconsidered!

  

  Business Response

  Date: 11/29/2023

  We understand the challenges facing all of our customers as inflation and continued price struggles in the grocery industry make each visit to the store more and more difficult. This feedback will be shared with our buying team for their attention and we will always try to do our best to provide the best possible pricing whenever possible. 

  Customer Answer

  Date: 12/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory for the moment.
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:11/22/2023

  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.

  I visited Schnucks in ********* **. They have been using deceptive pricing with their sale items. For example, the chip aisle had a sale on Frito chips. In big numbers they showed a price of $1.99. I got three bags and went to check out. As she totaled up my items and finished I looked at my receipt and noticed I was charged $3.99 per bag. I said something about it and she stated you had to buy five. I went to customer service and stated I needed to buy two more to get them for $1.99. As I went to get two bags I looked at the price again. In big numbers it said $1.99 each. Under that, written in a red background was "must buy five." I'm 48 years old and need readers to see up close. I didn't have them on me, but could barely make out the "must buy five." I thought about this as I walked back to customer service and wondered how many people, especially the elderly were unable to read the fine print. I also imagined there were plenty of people who did the same thing as me, but instead of going to customer service decided not to mess with it and paid full price for an item. This has happened to me on different occasions at this store. When I said to the lady at customer service, "you guys are getting sneaky with your pricing" she laughed and said "it says it in the ad." Like many others, I don't check the ads everytime and I feel like this is what they are relying on to get people to pay full price for items. It's very deceptive and should not be tolerated. It's also price gouging by deception. Schnucks no longer sends ads in the mail. Now you can only see them online or in the store. The in store ad requires you to walk around the store with it open and no one wants to do that. I'm bothered this practice of pricing deception is targeting the elderly. It's not fair!

  

  Business Response

  Date: 12/13/2023

  The Customer Care team is happy to report this customer's disappointment with our pricing strategy as well as the other unrelated concerns voiced in this message. We have confirmed that there was nothing deceptive within the advertising of this product and displays, our weekly advertisement and the shelf all reflect the correct requirement to get the reduced price. Additionally, Schnucks has implemented these pricing strategies for many years, so this isn't a new approach to how we come to market. We offer deep deals of this nature through relationships with national brands that generally do require a set purchase amount to get the advertised price. 

• Initial Complaint

  Date:11/14/2023

  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.

  In early October I was shopping at the Schnucks downtown ******** location. I shopped there frequently, several times a week, as the location was convenient. On this trip I was purchasing bags of coffee that were on sale bogo and I was using self checkout. The scanner read a bag of coffee I was putting in the plastic bag twice, so I asked the employee at the self checkout stand if she could fix it. Right away she started arguing with me, saying that there had been no mistake, so I showed her that there was one bag too many on the screen. Then she argues that the coffee was b2go, which it wasn't. She snapped at me that she had been doing this for fourteen years, then stomped off to go to the coffee section and see for herself. When she came back she walked right past me without a word and went to her station to fix the error. She never apologized, never said I was right, in fact, she threw her pen on the counter and yelled at me something about people being dishonest and "enough about this!" This was a manager. This was not the first time an employee at this location was rude, by a long shot, but this was certainly the worst. I have tried more than once to make a complaint directly with the company, but I have only gotten one "thank you for your feedback" response. I have not shopped with Schnucks since, this location or any other. I still have the receipt with the information from the transaction, which I kept for the sake of lodging a complaint.Even though I am only one customer they have lost due to extreme rudeness and unnecessary tactics, it should still matter given the reason behind it.

  

  Business Response

  Date: 11/15/2023

  This customer reached out to our ************* team in October and we have responded back with an acknowledgment of the issue and our apologies as a company. Additionally, this feedback was shared with appropriate members of our management team to directly address the participants involved for coaching and any possible corrective action. We take every customer contact seriously and did so with this important feedback. At this point, we are not sure what further action is required and consider the matter resolved internally.

  Customer Answer

  Date: 11/15/2023

  Complaint: 20871357
  
  I am rejecting this response because:
  
  As I stated in my BBB complaint the only response I received regarding my complaint was a vague "thank you for your feedback" message. There was no personal response, no follow up, nothing addressing the extreme rudeness from a MANAGER to a paying customer, and no bother that because of this employee's attitude, the company lost a paying customer.  I also tried to get a more personal response a few times since, just to get my complaint taken seriously, but have been ignored.
  
  Sincerely,
  
  *********************************