Complaints

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

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The Fresh Market, Inc. has 79 locations, listed below.

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  The Fresh Market, Inc.

  300 N Greene St Ste 1100 Greensboro, NC 27401-2171

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  The Fresh Market, Inc.

  628 Green Valley Rd STE 500 Greensboro, NC 27408-7791

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  The Fresh Market, Inc.

  3981 S Wasatch Blvd Salt Lake Cty, UT 84124-2247

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  The Fresh Market, Inc.

  4495 Commons Dr W Destin, FL 32541-8447

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  The Fresh Market, Inc.

  400 Woodburn Rd Raleigh, NC 27605-1324

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:12/20/2022

  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 placed an order on 12/15/22 on Fresh Market's site for "party platters & catering" for my office X-mas party. Among other items, I placed an order for three lasagnas. On the site, it states that these platters are pre-made & delivered to the store, that "reheating" is required, & that instructions were "included".
  When I arrived to pick up my order on 12/19, I was given FROZEN lasagna. I immediately requested a manager and explained that I had placed an order for catering and did not purchase frozen food. She explained that ALL of their catering platters come this way and that many people make the same mistake thinking that they will receive prepared food like in their deli. I informed her that I would never have placed an order with them knowing I would be paying $165 for frozen food. I requested that the manager provide me with a store credit or at least provide the meal as complimentary. This is not "catering" and if I was to be provided with frozen food, there should be some indication on their website. The store manager refused to honor my request.
  I proceeded to call corporate & request a resolution. The corporate supervisor stated that I was "arguing semantics" by explaining that reheating did not imply I would be receiving frozen food & that she would not be providing me with a credit because their website states I needed to reheat the items. She offered no apology, no alternative solution, and was plain rude.
  I wound up walking out of the store without anything. I had to scramble to make last minute reservations at a restaurant during the incredibly busy holiday season. This is the epitome of POOR customer service. I frequently shop in their stores and was shocked at how little they cared about my situation. Further, if you look at other "hot" items on their site, they provide cooking times next to it so you know before you add to cart. Their lasagna, however, does not. There's nothing fresh about you Fresh Market. What a HUGE DISAPPOINTMENT.

  Business Response

  Date: 12/22/2022

  We spoke to this guest on Wednesday, December 20th about her concern. Apologies were made by our Guest Care team and by our store
  team members. As the guest mentioned, our website specifically states that this
  product requires reheating which would indicate the product does not come ready
  to eat and heated. The guest asked the store team for a refund of her entire
  order, not just the lasagna. She was declined and to help make up for her misunderstanding, the store team went above and
  beyond and reheated the lasagna for her even though we aren’t supposed to do
  this. The guest called Guest Care while still in the store and again requested a refund for her entire $200 order. We declined to refund
  her the entire purchase price or to give it to her for free as her order contained many items, not just the lasagna. All of the other items were not in
  question. Even though the store team reheated the lasagna for her, the guest
  walked out without any of her items leaving us with prepared products.

  Customer Answer

  Date: 12/22/2022

   I am rejecting this response because:
  
  
  
  
  I spoke with customer service on MONDAY December 19, the day that my order was to be picked up. I suppose we are going to ignore the fact that I provided pictures of all other hot food items on the website showing applicable reheating instructions, none of which take 60-70 minutes of time, with the exception of your lasagnas, because this is the only item that you sell FROZEN, despite your website not stating this information anywhere.

  I will also clarify that I did not ask to be reimbursed for my ENTIRE order, so your claim is false. I requested to be refunded for only the lasagna which totaled $164.97. My receipt, which I have attached here, shows the order I placed was actually almost $400. I intended to pay for all the other items I had ordered because those arrived as would be expected.

  This response to my complaint further proves the lack of professional services displayed by your business. You couldn't even be bothered to fact check dates or receipts to make sure that your response was even accurate.