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Business Profile

Grocery Store

Mariana's Supermarket

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

This profile includes complaints for Mariana's Supermarket's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mariana's Supermarket has 5 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/13/2024

      Type:Delivery Issues
      Status:
      Answered
      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 the order and paid extra $8 to select time frame 8:00am to 9:00am. I received a call at 7:15am to text them a copy of ID to validate the purchase so even if Im hesitant because it contains all my information, I did.I called after 9am to ask where is my order and they are not answering. So I ******* for the stores direct number and they hang up on me so I called again. The lady said the order was cancelled but as I attached in the screenshots, I was charged TWICE. One for $1 maybe they were trying to soft charge. Then the lady that answered my call at 10am said that no the order was canceled you received and email. I DID NOT RECEIVE ANYTHING. Then when I ask for a manager, they said the manager comes in at 3pm so I would just have to wait. And they wont even give me the name of the manager yet they ask for my ID picture sent via text! This company is a SCAMMER!! Help me!

      Business Response

      Date: 11/27/2024

      To whom it may concern, 

      This customer placed an order online. It clearly states on our online website that we may call you to verify your identity. We have had a lot of issues in the past with fraudulent orders so we have to verify there order with ID and make sure its good to process the order. In this case we didnt feel comfortable processing the order because it was an out of state ID and out of state address so we declined his order and he got upset. We told him the bank had a soft hold on his funds and would take the hold off in a business day or two but he didnt like that we declined him and thats why he reported us to you guys. The bank did release the hold on his funds the next day. Thank you. 

      Customer Answer

      Date: 12/02/2024

       
      Complaint: 22551235

      I am rejecting this response because:

      I attached a copy of what they have on the website. We answered the call, submitted the ** and told the lady that we just moved here to ***** from ********** and she said okay. No problem. The website says they will cancel if we do not answer. We obliged to all of their demands and we never was informed that the order was canceled until we have called 3 times to follow up.

      The account is impossible to be tagged as Fraud because we use our card all over Vegas and the charge was completed. We were just profiled because we started following up and calling and were never informed that they cancelled the order because we were following up. But can you blame us? We have been waiting for 3 hours and our visitors were hungry waiting.

      We are racially profiled and they said after the manager called back that the order was successful then called back after our 5th attempt / 4hours after saying that they decided not to complete our order.

      1. This company doesnt have the right saving mechanism and identity protection because they force people to TEXT their **. It was suppose to saved via protected database on the website not some text on some persons phone but we said okay because we were hungry already.

      2. They inform clients that order was cancelled after SO MANY HOURS.

      3. Their staff is rude and racist

      This company has to be broadcasted to social media for their evil doings

      Sincerely,

      Ma ********* Tormon *******

      Business Response

      Date: 12/02/2024

      Sorry you feel this way but we have the right to refuse service if we dont feel the order has all the proper criteria to process. Like I said before we have had a lot of issues with Fraud and we have to set up protocols to insure we dont get an order that is Fraud. Your ID was deleted immediately after we declined your order. 
      I apologize for the situation that happened and would like to offer you a $25 gift card for your troubles. You can pick up at any of our 6 locations just let me know which one. 

      Thank you. 

    • Initial Complaint

      Date:09/10/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      They didn't approve a refund. I was trying to get refunded for the money I spent on my debit card because I should've used my EBT card not my debit card, we all make mistakes and I'm very upset the owner of this place didn't want to fix my issue, I need this fixed now, I'm not coming back to this store and I give this store 0 stars. This is unacceptable, they have an option to refund and they didn't want to.

    Mariana's Supermarket is NOT a BBB Accredited Business.

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