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.

  4171 Lindell Blvd Saint Louis, MO 63108-2913

• 

  Schnuck Markets Inc.

  11253 Saint Charles Rock Rd Bridgeton, MO 63044-2702

• 

  Schnuck Markets Inc.

  13987 New Halls Ferry Rd Florissant, MO 63033-2943

• 

  Schnuck Markets Inc.

  74 Grandview Plaza Shopping Ctr Florissant, MO 63033-6105

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:11/10/2023

  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 10/13 I was in the Schnuck's ***********, Mo store buying tickets from the **************** Machines. The machine I was using had an error dispensing my tickets, while I still had $63 credit, but requires an employee to resolve. This store's customer service person said they didn't have anyone there that knew how to resolve(not unusual) and they would be in later. She retrieved the damaged Pick 3 ticket and cleared the jam. She tried to hand me the ticket, saying, 'here, I don't know what you're going to do with this'. The ticket , although it is a 'live' lottery ticket, did not have the necessary bar code or tracking numbers, therefore, is invalid for anyone to cash. The other stores refund the price of the damaged ticket. I usually leave my name and number and then come back later after they can get their lottery person to reconcile. I said keep it all together and be sure to give them the damaged ticket. The machine will not be out of balance because it thinks it's generated a good ticket. I buy hundreds of these every day. The store left a voicemail saying that, the machine was over the $63( which I knew about) but doesn't show the $12 so we don't owe you that', we have your $63. They did not mention the damaged ticket. Not coincidently, I had to make 9 trips to the lottery office over the following 2 weeks, collecting thousands of dollars in winnings, and I couldn't return until 11/04. The same person was working. I asked about my money. She curtly said, "I remember you", and that 'they didn't have my money, not even the $63 credit because she had given to me the morning of the event, that I did not leave it at the store, and really emphasized how well she remembers giving the $63 that morning', never mind that I have a voicemail from them stating that they do have it and that I did leave it. She was tremendously rude. The store manager, whom I finally met yesterday, was much more rude and treating me like I was trying to scam them for these few dollars.

  Customer Answer

  Date: 11/20/2023

  I have tried again to attach the voicemail that I received from Schnuck's on 10/13/23 and referenced in my complaint.

  Thanks,

  *********************

  

  Business Response

  Date: 12/05/2023

  Thank you for your message and for taking the time to contact us about your visit to one of our store teams.  Please accept our apologies for your disappointment.
  
  We can assure you that your feedback will be shared with our store and store support management teams for all appropriate action.  Our teammates should be focused on customer service and courtesy and it appears as if that was not the case during your visit. Your correspondence is appreciated and we hope for the chance to win back your trust in us once again.

  Thank you for shopping at Schnucks.

  Customer Answer

  Date: 12/06/2023

  Complaint: 20852751
  
  I am rejecting this response because:

  I'm sorry if I missed the part of their response about giving me the money that is still owed to me. They seemed to have apologized for the poor customer service, however, I do not see any reference to the $63 that they admit to having, that was documented on the voicemail I had received from them and forwarded to the BBB for this complaint. Moreover, they also still owe me the additional $12 for the damaged lottery ticket that I paid for but was the cause of the lottery machine jamming in the first place. Retailers are supposed to cancel damaged 'Draw Game' tickets and refund the money to the customer. However, it seems that because the store employees were not adequately trained, they mistakenly think think that 'all of their cash drawers balance, so there is no way that they owe the customer(me in this case) any monies'. In fact, the store manager emphasized this point to me by repeating over and over that, "I only know one thing about the lottery machines, and that is that, if the cash drawers balance, it is impossible for us to owe you any money". He said that 5 or 6 times. What he doesn't seem to understand is, that the machine and their cash drawers are balanced, because the machine thinks it successfully delivered the 'Draw Game' ticket as paid for, because the paper jam and subsequent ticket damage occurred just as the ticket was exiting the machine. Consequently, even though the ticket was damaged and no longer had the necessary bar code or audit numbers, it is still a 'live Missouri Lottery ticket' in their system. The retailers are supposed to cancel the damaged ticket at that same time and refund the ticket price. At that point, once the ticket is canceled, the retailers 'cash drawers' will be out of balance for the purchase price(in my case they would have been over by $12 until refunded to me).

  If the store manager or their employees were trained properly, the issue would have been resolved in about 5 minutes- just like the Schnucks store at ***** &n Olive roads. They're employee named **** has resolved many errors just like this and is very professional and polite every time the lottery machines break down. Their are several other Schnucks stores who are trained and know how to cancel damaged 'Draw Game' tickets. 

  I am still wanting my total dollar amount of $75. that Schnucks owes me and expect them to pay me. If they indicated they would in their initial response and I overlooked it, again I'm sorry. However, if not, please address this most recent reply.

  Thank you.

  
  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/06/2023

  This method of communication is not effective for resolving this issue. We would encourage the customer to return to the store of this incident and file a claim through the store team if they feel they are owed the money in question. That claim will be submitted to our ********************* team for their attention. 

  Customer Answer

  Date: 12/07/2023

  Complaint: 20852751
  
  I am rejecting this response because:
  I have already returned to the store twice. Both times I was disrespected and lied to. The second time I returned and spoke with the manager, he was rude because he quickly implied that I was lying, by telling me that the woman in question is, "the most honest person that I know", and that declaration was before I even told him anything about my experience. He clearly had already escalated the event beyond the possibility that there might be a mistake of some kind, with his passive-aggressive attack on my honesty. He just kept saying that 'I already have my money and there is nothing he can do'. When I told him I would need to report the event to the BBB he laughed and said, 'he would just show the video of me getting my money'. I said, "please get this video and show me, because I haven't been in the store to get the money, please produce this evidence". The two employees were confrontational, close-minded and rude to me and now the corporate response is to go back into the store for more of the same.

  No thanks to that high risk recommendation. Moreover, Schnucks has already wasted my time! I'll just report the store to Missouri Lottery for the poor service and what now appears to be theft of my money. As for the voicemail from Schnucks, I'll post it online and let the public decide for themselves.

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/09/2023

  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 11-9-23 at noon I went to Schnucks *********** in ******************, **. While buying 6 bottles of wine, there was a notice under the bottles that members of the wine club could get a much better price, but you had to be a member. I scanned the code on the notice and downloaded the Schnucks app but could not figure out how to join the wine club. I went to the courtesy desk but the woman did not know either. She called ************************* (Mr. *** the manager, over. I am 71 and it took me several tries to log into a Schnucks account. During the process, I told Mr. ** I did not appreciate having to use technology to purchase items at Schnucks. Once I was logged in to the Schnucks app, I handed my phone to Mr. ** He pushed a few buttons and then informed me it cost $25 to join the wine club. I told Mr. ** I did not know that and since my primary residence is out of state, I would not join. I asked why I wasnt made aware of this earlier and Mr. ** said there was a sign posted in the wine area. Mr. ** said Ive been nothing but respectful toward you and told me I was rude and disrespectful. As I left to go pay for my wine and food, Mr. ** said thats how it goes sometimes. When I got home, after relaying how Id been treated to my husband, he called Schnucks and asked Mr. ** why he had called me rude and disrespectful. Mr. ** denied doing so. My husband asked for the regional manager. Mr. ** told him to call ************ and then hung up on my husband. My husband called the number provided and talked to ****, who refused to provide his last name. My husband asked Will how people without smart phones join the wine club and **** said they could not. My husband said that was discriminatory against people who cant afford smart phones, and elderly people who cannot understand technology. **** told my husband there was no one else he could talk to. My husband asked **** if he could leave a message for Schnucks to call him and **** hung up on him.

  

  Business Response

  Date: 11/10/2023

  This customer has already contacted our ************* team and their feedback and concerns were addressed appropriately. While the story provided to the BBB is not 100% accurate from this customer, her and her husband's concerns about the behavior of the manager included in this message were treated as the truth while being documented and shared for corrective action at store level. 

  The Schnucks Rewards and ********* program are clearly displayed for all of our customers and the only requirement is that they sign up for this service online, which does not require any more modern technology than access to the internet and a connecting device. Our stores have free Wifi for our customers as a courtesy to allow them to access the internet with the appropriate device. The ********* does cost a yearly fee, which is appropriate for a membership program offering discounts above and beyond the benefits provided by the Rewards Program.  

• Initial Complaint

  Date:10/20/2023

  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.

  Location I visited is **** ************ *** *** ***** **.
  I placed a online order through the app on my phone. I arranged to pick it up yesterday between 5pm and 6pm. I placed the order on 10/18/2023. They charged me way too much and caused me to over draw. The real problem is I clearly stated no substitutes, but they still gave me things that I did not want at all. When he came out to the car with my order I asked him to give me the bananas and he pulled out one banana and handed it to me. The banana was really ripe and bruised up. So, I went into the store to exchange the items they would not exchange the order they stated that I needed to call ***** ****. They would not help me at all. I even asked for a manager and she was not even able to assist me with this matter. I do not even have ***** ****. I would like to be paid back for the items that I clearly stated that I did not want substitutions for and that would amount to $18.71.

  

  Business Response

  Date: 10/23/2023

  Customers experiencing issues with their online orders should contact our support team at the following:

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

• Initial Complaint

  Date:10/17/2023

  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 purchased grocery on 10/9/23 . A few days later I went over receipt and found that they scan two of my items twice. Resulting in an over payment. My son went to the store and the clerk claimed he couldnt see it. I waited until today to send my son again. This time the clerk saw the over payment but said it was too late to get my refund in the amount of 7.98.

  

  Business Response

  Date: 11/10/2023

  Please have this customer contact our ************************ at ************ for assistance with this situation, we would be happy to help. 

  Customer Answer

  Date: 11/17/2023

  Complaint: 20742955
  
  I am rejecting this response because:
  two attempts were made to settle this over ring. I had hope for a letter of apology and my money back , a gift card or voucher for the amount plus tax.  I assume they dont care about their customers.  Over rings shouldnt have a time limit of a week. Ill shop else where.  Thank you for all you did. So disappointed in their actions 
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/28/2023

  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.

  I purchased some groceries on Aug. 22 and was returning 2 ice creams. I took it back and to return it on Aug. 28. The rep told me he was not going to take it back because the sale started on Aug. 23. He did not make any adjustments. He said they don&#**;t take back any perishables. He did not send the money back to my card or take the ice cream back. It wasn&#**;t that he couldn&#**;t resell it, it was just that he did not want to do it. I don&#**;t want the ice cream, I just want my refund on both ice creams.

  

  Business Response

  Date: 10/06/2023

  It is up to the store to determine a refund.

• Initial Complaint

  Date:08/03/2023

  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 been trying to use my Schnucks account (rewards) amd today I had to update my profilr
  Tonight I received an email telling me to go to
  
  *****************************************************************************************.
  
  
  to verify my email and all I received was an Error code Damned if I do and damned if I don't - and the 800 number for schnucks rewards does not take messages
  
  Feeling totally blocked and under served
  
  ****** ********

  

  Business Response

  Date: 08/04/2023

  Please call our Customer Care team at ###-###-#### during our hours of 8:30AM and 5:00 PM, Monday through Friday. We will be happy to assist you with your Rewards questions and resolve any of the issues you are experiencing with the program.

  Customer Answer

  Date: 08/09/2023

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

  It is obvious no investigation was done,  I called them and nothing has been resolved
  

  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 08/09/2023

  This customer contacted the Customer Care team on 08/08/2023 and spoke to a Schnucks representative for nearly five minutes. The customer provided the wrong phone number to start and then had the wrong email address on her existing account. The Schnucks representative changed her email per her request and was given specific instructions on how to reset her password and access the account once again. The customer thanked our representative for help and ended the call, apparently with her concerns resolved. We are unsure how to further provide assistance at this point as we provided the exact steps and process to grant the customer access. We would encourage the customer to get assistance from someone else on a personal level if they are having technical problems on their side. 

• Initial Complaint

  Date:08/01/2023

  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 purchased a Schnucks egift card through the Schnucks website for $200 on July 13, 2023. My credit card was billed on July 13 for $200 and again on July 16 for $200. After waiting for 2 weeks I have not received a refund. I have asked that I receive an immediate refund, however Schnucks will not comply as of August 1, 2023.

  

  Business Response

  Date: 08/01/2023

  Gift card customers can please call ###-###-#### or ###-###-#### for complete details on our discount program or additional information regarding our gift card program. We can also be reached via email at **********************. Please send written requests to: Gift Department, Schnuck Markets, Inc., ***** ******** **** *** ****** ** *****.

  For inquiries on all other branded cards, please contact the number on the digital gift card on the back of the physical gift card.

  For any other inquires or issues with billing, please contact The Gift Card Shop customer service for assistance at ###-###-####.

• Initial Complaint

  Date:07/17/2023

  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.

  I called the customer service and they have a rewards program in St louis about my Schnucks reward. 47 dollars worth of rewards  was removed from my account without my authorization.  I went on the app and confirmed that all of the rewards have been wiped out.  I called to discuss this with the customer care manager ****.  He was extremely rude and nasty and talked to me in a horrible manner.  He told me there was nothing he would do to help me. I knew all the purchases that were made were fraudulent because they were made in the city and I never shop in the city I later found out that my son, who has a different last name made the purchases.  The manager then spoke to me in the most demeaning and horrible way and told me it was my problem that my son has a drug problem and that there was nothing he would do to help me.   and I went on the app and realized my rewards had been wiped out The manager told me that my son went in and stole my rewards and got free groceries. He smarted off to me and said you knew the person and I was crying on the phone and this nasty man told me it was my problem that rewards were taken.  I haven't spoke to my son in years.  The manager told me it was my problem because I knew the person, which is ridiculous. He didn't have my permission to use them.  It's bad enough to have to go thru something like this and be talked down to and berated by this man all while I was crying on the phone.  I want it to be known to that I had an issue with ********* and they immediately helped me.

  

  Business Response

  Date: 07/17/2023

  This customer contacted the Customer Care Department asking to have Schnucks Rewards funds restored that she alleged were taken by her son with a "drug addiction". My teammate explained that because this customer did not have any settings on her account protecting herself from accidental or intention fraud, we could not restore her lost rewards dollars. The Rewards program policy is such that once rewards are spent, they are not to be restored as customers are given equal value for the rewards used. We are not required to restore spent rewards for any customer, regardless of the circumstances. 

  The customer claimed that her son never used this account, had no access to it and this was a one time issue that she did not authorize. Her account shows that her son and what appears to be someone possibly married to her son accessed and used this account 14 times since 2021. This is not the first time her account has been accessed by her son. If he was not authorized to use this account, he made purchases that provided this customer with Rewards that she did not herself earn by shopping at Schnucks. This customer was encouraged to change her phone number today if her son was not well and would abuse the access he did have by knowing her number. She declined. Additionally, we have set her account to bar code redemption only, which prevents her son, anyone he knows or a random accidental input to redeem her rewards without her consent. 

  In previous instances where customers have clearly shared their phone number with a friend or family member and these individuals have taken advantage of the situation, we have encourage those customers to speak to directly to the person that spent the rewards to settle any restitution. Schnucks has resolved this issue by protecting this customer from further incident and we would encourage her to speak to the individuals that have had access to her account since 2021 to discuss the rewards that were spent on May 3rd, 2023. 

  Customer Answer

  Date: 07/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I never gave my son or anyone permission to use my phone number and was not aware of any security measures on this reward program. Once again Schnucks doesn’t care about customers 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 07/18/2023

  This customer continues to not understand the Schnucks Rewards program. Her son has been using her phone number for over 2 years now and earned her rewards dollars by spending his own money while using her phone number. He then spent the money on the account only recently. If a customer is concerned that someone is entering their phone number against their wishes, they will have to pay attention to their own account and note any transactions that they themselves did not make. Then customers will need to change their phone number to prevent this from happening if they are not willing or able to contact whomever is entering the phone number. This program allows anyone to enter a phone number to earn Schnucks rewards and there are several security steps fully accessible by every customer to protect themselves from someone unauthorized spending earned Rewards dollars. This customer took no steps to secure their account and never informed Schnucks that someone was entering her phone number against her wishes until 07/17/2023 when she demanded we refund her lost dollars that were spent by a family member with access to the account since 2021. 

  This customer's account is protected from further fraud, the dollars lost were not entirely her own to spend and she is free to continue to earn rewards going forward. If she wishes to ensure her son is no longer using her phone number, she will have to speak to her son or change her phone number by contacting the Customer Care team once again. Lastly, this customer has gone to our social media page to make inaccurate accusations against the Customer Care Supervisor of Schnucks and we consider this matter closed.

  Customer Answer

  Date: 07/18/2023

  My sister was on the phone and heard the whole conversation. *** the customer service manager was rude and refused to accept my explanation about my son and blamed me for him using my rewards My sister heard the whole conversation.  No management has contacted me to discuss this matter. 

• Initial Complaint

  Date:06/26/2023

  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.

  On May 20, 2023, I went to Schnucks and purchased a Sympathy Angel Garden Stake from the floral. The floral clerk put the order in and contacted me back on May 26 and said they did have the order but it will take a week. She told me that they came in around June 10th. She said she was going to put them together and I told her to let me know. She said she wasn't feeling good and had dropped some of them. She called me later in the week around June 10th and said she was having issues. On June 16 she called and said we have a situation that they were not marked correctly, they should have been $49.99. I told her I could have paid for them in the beginning. I have a receipt that the item was $3.50 and the store should honor this agreement going forward. I didn't pay for them because she told me not to do so. I asked to speak with the manager. I got a call from the co manager on June 17th, and she said I can get the one for $3.50 but would have to pay $49.99 for the rest of them. I told her I didn't make the mistake and she said I need to talk to someone at consumer affairs because each store is governed separately. I spoke with Will at Consumer Affairs and he told me to talk to Tyler, the co manager, because the store are governed separately and he could not make a judgement on it.
  
  I would still like to purchase them at $3.50 each for the dozen of Sympathy Angel Garden Stakes.

  

  Business Response

  Date: 07/18/2023

  The Schnucks pricing policy is such that if a customer finds a product on the shelf that is labeled incorrectly, we will offer them the option to purchase a single item at the incorrect price and any additional items at the correct price. Then we will ensure that the shelf tag is showing the correct price for this item. This would apply to this situation as well. We are unable to honor the incorrect price for this customer beyond a single purchase and the teammate who made the error has been properly coached on how to handle situations of this nature correctly in the future. 

  Customer Answer

  Date: 07/20/2023

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

  When I made this purchase it was listed as 1/3.50.  There was no marking on the app or on my sales ticket that said that this was a sale item that was the correct price that was listed of $3.50.  I offered to pay in advance for all 12 of these items before they were ordered.  Everyone else that purchased those sympathy Angels Garden Stakes that date got them at that same price of $3.50 again it was not listed as a clearance item or marked for any type of reduction.  I did not make the error Schnucks should honor the mistake that was made on their part and fulfill my order of a dozen Angel Garden Stakes at $3.50 each which was exactly what was stated to me by their employee.  It's like Schnucks wants to make an example out of me for an error that was committed by someone else I didn't do anything wrong.  Just the fact of the manager would not even respond or have the decency to give me a phone call in regards to the matter that I had to contact the Better Business Bureau to try to get some type of resolution what does that say about their store management.  The Honorable thing to do is for Schnucks to honor the mistake that was made.

  
  
  
  Sincerely,
  
  
  ******* ******

• Initial Complaint

  Date:02/11/2023

  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.

  Went online to complain about customer experience, and wrote out a detailed description of the problem. I filled out my personal info and tried to submit...turns out they require (and validate) a schnucks rewards phone number to successfully submit the complaint. Am I supposed to infer from this that I need to sign up for Schnucks rewards just to complain about an issue? This is wrong, and customer-hostile.

  

  Business Response

  Date: 02/13/2023

  The Schnucks Customer Care team can be reached by phone, Monday through Friday from 8:30 am until 5:00 pm, excluding holidays at ************. Customers can always contact us by telephone if they are not interested in submitting an online request. Additionally, while we do ask our customers for their Schnucks Rewards phone number, there is nothing stopping customers from putting any number in that field regardless. 

  Customer Answer

  Date: 02/13/2023

  Complaint: ********
   
  
  I am rejecting this response because:
  You are asking the customer to make assumptions because of an inadequacy of your form.  If this piece of information is not required, then don't make that field required.  This is not difficult.  I'm a ******** *********, I know better.  Keep in mind that we haven't even gotten into the issue that prompted my submission in the first place because I'm dealing with this garbage.  I guess I'll call in to complain instead because you guys don't know how  to design user interfaces.
  

  
  
  Sincerely,
  
  
  
  ***** *******