Complaints

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

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• 

  Wegmans Food Markets, Inc.

  PO Box 30844 Corporate Office Rochester, NY 14603-0844

• 

  Wegmans Food Markets, Inc.

  2200 Ridge Road East Rochester, NY 14622

• 

  Wegmans Food Markets, Inc.

  675 Alberta Drive Amherst, NY 14226

• 

  Wegmans Food Markets, Inc.

  345 Eastern Boulevard Canandaigua, NY 14424

• 

  Wegmans Food Markets, Inc.

  4287 Genesee Valley Plaza Geneseo, NY 14454

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:02/16/2023

  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 purchased Wegman's Organic Crushed Tomatoes Fire Roasted sweet & smoky 0 77890 41185 8. I added in the contents of the puree to discover that it contained heavily burnt pieces of tomatoes.
  I did not want to eat burnt food so I threw it out. I called Wegmans office at ###-###-#### and requested a refund. I was told I would be receiving a refund for the item AND other ingredients I purchased including organic mushroom, organic spaghetti sauce etc.
  I emailed Wegmans at ********@*******.com with photos showing bits of burnt tomatoes.
  
  Today I I received a reply from Megan, a customer care specialist at Wegmans with the message:
  "Dear ***,
  Thank you for reaching out regarding the Fire Roasted Sweet & Smoky tomato puree.
  The "burned" bits you are seeing are a naturally occurring aspect of the product. It is a "fire roasted" tomato sauce, so there are actual bits of charred tomato skins purred into the sauce, which give it the distinctive "roasted" flavor and smokiness, that is described in the name of the product.
  There is no cause for concern, as this is the way the product is intended to be made.
  I hope you have a nice day.
  Sincerely,
  Megan
  Customer Care Specialist"
  
  I don't know what Megan meant by calling burnt pieces 'a naturally occurring aspect'. She may be saying in her perspective tomatoes burn themselves naturally. It's confusing because tomatoes don't come burnt like that naturally. Also there is nothing on the label to show there are burnt pieces of food inside. I am okay with fire roasted but I refuse to eat burnt food as it is known to cause cancer.
  
  Wegmans has gone back and refused to give me a refund for the can of tomato puree and other ingredients saying tomatoes come burnt naturally. Again nothing on label to show that it has burnt food inside the can. I'm not saying I want to be compensated for the my time, energy, or the spaghetti that I had to dump out. Just the partial ingredients I bought that day.

  Business Response

  Date: 02/17/2023

  Prior to receiving this notification, customer was targeted a digital coupon and sent a gift card. Wegmans Customer Care Center

  Customer Answer

  Date: 02/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  The reply from Wegmans' is very vague. What does 'targeted a digital coupon' even mean? I requested a refund for the can of marinara that had burnt pieces of tomato inside. And other ingredients that I had to throw out because I didn't want to eat contaminated food. Calling burnt things inside food as naturally occurring is just as silly. And they did not even say how much the gift card will be. Wegmans' could have just refunded the purchases, which wasn't even that much really and be done with it. Instead they went to the route of making ridiculous excuses of naturally burning tomatoes and targeting digital coupons ending with a mystery gift card. But thanks to BBB for contacting them on my behalf. 
  Regards, 
  
  *** ***
   

• Initial Complaint

  Date:02/09/2023

  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 February 5. 2023 around 11:30 in the check out at Wegmans in Perinton I discovered I left my credit card at home and asked if I could use a check to pay the balance of $203.18. upon putting my check into the machine a message appeared. The front end manager did not know what the message meant left then returned with manual whereby she asked for another form of payment. I explained i did not have one. She suggested i leave the store and return with a different form. When I said no she took me to customer service. They asked me to write another check and again my transaction was denied. They could not provide an explanation but said they could not override the decision. They handed me a slip of paper with a phone number and reference number for *******, a credit data base. I could offer a drivers license and even a look at my bank account balance. I left my groceries on their counter and left the store positively mortified and scared that I had been a victim of theft or something. When i got home a checked with my bank account and thankfully everything seemed in order. I called ******* and there was no person to speak to, only a recorded message saying transaction could be denied for many reasons set by ******* and their clients, in this case Wegmans. What I subsequently found out is that ******* has no access to balance information. What possible parameters were being used to trigger this most ridiculous situation? To find out i needed to request a credit report that will take a couple of weeks. I e mailed Wegmans and heard back from Martha. She said she would attempt to find out something from *******. She got back to me stating that ******* would not provide information for privacy reasons. She seemed to indicate that many retailers use ******* services so that I should believe they are legitimate. I believe Wegmans is complicit in this arbitrary discrimination perpetrated on innocent customers and should be held to account, but they don't see it that way.

  Business Response

  Date: 02/23/2023

  Wegmans Customer Care reached out to our customer to share a more detailed explanation as to why her check was denied along with a sincere apology.  It is our understanding that although she is not pleased we are continuing our relationship with *******, she is satisfied with our resolution. Wegmans Customer Care Center

  Customer Answer

  Date: 02/23/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ******
   
  
  
  Wegmans has offered to send me a gift card as a gesture for my inconvenience but I have not received it as yet. They offered a sincere apology which I accepted. 

• Initial Complaint

  Date:02/06/2023

  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 purchased a buttercream filled cookie sandwich from Wegmans bakery on January 5, 2023 around 12pm for $5.50. This cookie was outrageously hard, like it had been there for at least two days. I've had it multiple times before and it was never hard, and this was unmistakably stale. I was unable to physically return it due to weather conditions and I contacted Wegmans two different times about the issue. I haven't heard from them but I would like my money refunded.

  Business Response

  Date: 02/28/2023

  Our customer has been contacted and per her request issued a refund in the form of a digital coupon.

  Wegmans Customer Care

   

   

• Initial Complaint

  Date:02/05/2023

  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.

  Purchased item on Jamuary 31, 2023 from Wegmans, Niagara Falls NY, via ********* for $3.49 plus tax. Packaging states net weight of 11.7oz, however visually it can be seen that product did not fill out packaging and upon weighing, item was only 9.6oz. This is false advertising.

  Business Response

  Date: 02/21/2023

  Thank you for your patience.  We are investigating and waiting for additional follow up from our supplier.  

   

  Wegmans Customer Care

• Initial Complaint

  Date:01/31/2023

  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.

  Complaint to PHARMACY division at Wegmans
  
  I had requested pharmacy dept at Elmira store: easy cap on viles for my medicine due to physical limitations. It was promised that it's in the system, but I just received a new refill and it was with a hard to open cap, I had to use a tool hammer to open it, I was sick, weak, experiencing insomnia that night I couldn't open vile to get my medicine. I reported to manager and requested AGAIN to have easy cap and a customer satisfaction upon THIS bitter customer service incident: vitamins D3 plus K2.
  Manager Stefani honored my request of vitamins D3 plus K2 and offered replacement of few pills of hydroxyzine that got crushed from opening vile by hammer as I explained about it, I accepted this offer.
  When they delivered a bag to my house -
  I saw in the bag: no replacement of 7 of hydroxyzine but instead a NEW REFILL/30th tablets which is my last refill of hydroxyzine which was way too early to get a full refill!!
  And instead of vitamins D3 plus K2-
  There was vitamin D and K.
  But this is WRONG.
  There's a significant difference!
  Request was for vitamin D3(!!!) and not just D, same for vitamin K2(!!!) and not vitamin K.
  Vitamin K2 puts calcium into bones instead of in veins to avoid calcification.
  It has to be exactly vitamin D3 and vitamin K2.
  I am requesting: replacement of crashed 7 tablets of hydroxyzine and vitamins D3 and K2,

  Business Response

  Date: 02/22/2023

  Wegmans pharmacy has reached out to our customer on several occasions; however, they have not been able to contact her.  Notes have been placed in her file inviting her into the store to meet with them.  They would like the opportunity to work with her in order to find the exact product she is looking for.  Wegmans Customer Care 

• Initial Complaint

  Date:01/23/2023

  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.

  My minor daughter and I went shopping at Wegman’s (new one in Wilmington DE) on the evening of 1/14/23. On this particular trip, there was a cereal that didn’t ring up on sale so I requested some assistance. Sophia, at self checkout, requested for a manager to help since it didn’t come up on sale. Linda, the manager, prior to assisting us asked if I was with Instacart(I’m not). She looked up the price and said I was getting the cereal at a cheaper price than what she saw—but that wasn’t the sale price. I finally convinced Linda to look at the shelf tag and it was determined that the cereal I was buying had all of the boxes on the shelf in the wrong place so another cereal (not on the shelf) was actually on sale. Walking back to self checkout, Linda advised that I needed to use a lane vs self checkout due to number of items( I was over 20 but not 50 items etc). I explained to Linda that I like to see the prices of items as they’re rang up and I have used self checkout each time at Wegman’s with no issue. Linda got Sophia and they proceeded to stand less than 3ft away and watch us ring things up. Linda left and went to ask 2 other employees to watch us. It was very uncomfortable and I let Sophia know that and she backed up a couple feet. Anita, who was 1 employee tasked with watching us, said that Linda had given them all the directive to watch us. Anita knew what they were doing was wrong and didn’t want to get in trouble over this. I received a call from Steven J**** at that location letting me know that “anticipating the customers need” can be uncomfortable. That narrative is concerning because my needs weren’t anticipated. There is video of a good chunk of this encounter. And 95% of the thousands of people watching the video disagree that this was a positive exchange that just felt uncomfortable to me.

  Business Response

  Date: 02/01/2023

  Good Morning!  Wegmans' store management team reached out to our customer to request the opportunity to discuss the incident and her concerns.  She agreed conversation is necessary and will contact the store when she is available.  

   

  Wegmans Customer Care Center

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The service manager did contact me and belittled the expeeience. In fact, I was told that policies would be changed to where I would have even more people watching. He felt the missing part was that they were not moving around to help others because it was just me. It doesn’t recognize the fact that they were told to watch us. Now, Mr. J**** did speak with ar least Linda and Anita but what they told him doesn’t match what happened nor what was said fo me. I need Wegman’s to own what occurred verses offer me explanations that don’t match the favts. And I cannot get him to understand that. There is video of a good chunk of the encounter—unfortunately I had turned my phone off because my battery was dying and didn’t catch the beginning…but hundreds of people agree that this not Wegman’s “anticipating my need” but being targeted, It’s truly a shame that Wegman’s doesn’t pacify me and feels this is acceptable. I had requested corporate’s help so yet another missed opportunity I suppose.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:01/07/2023

  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.

  Bought subs from wegmans in brockport they were sloppy and couldn't eat them. Called to complain and Was told by a manager I'd have no problem getting replacement subs and a refund and my subs would be made by a head chef.. they would bring them right tk customer service for me so i Went in the next day to do so they told me I had an option of one or the other. But i had to stand in line and wait for an associate to make my sub i said thats not what she said on the phone and the lady got loud and said i recieved the email and thats what our night manager said. I said ok ill do the subs so as I was walking over to order my subs I noticed 3 different associated staring at me and watching me so I felt uncomfortable so I said forget it and went to do a refund. She forced me to have store credit then after processing the gift card as I was saying to her I don't want store credit she asked me for my receipt. Which I didn't have so she said we don't know how you paid so I have to put it on a gift card. As I was leaving they yelled you don't have to be so nasty so I walked back in and said excuse me as they all ignored me. I went to my car to call and speak to a manager and the same rude blonde chick from customer service answered the phone and continued to talk down to me as I was a child and informed me the same information. Which didn't match what I was told the day before one the phone now im out 32 dollars and have a useless gift card as I will not be returning to wegmans for anything. They lost my business.

  Business Response

  Date: 01/12/2023

  Wegmans store management reached out to our customer and offered two replacement subs along with a refund.  Customer indicated she was satisfied and pleased that the store contacted her.  

  Customer Answer

  Date: 01/12/2023

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

• Initial Complaint

  Date:12/18/2022

  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 have never had issues doing a return until I decided to try to do one at the titus store location. I was told by a Wegmans employee and buy the policy on their website that you can do a return with your receipt the physical one or you can use the Wegmans app as long as your shoppers club is hooked up to it and all your receipts are stored in there and we can look at the digital copy of the receipt, which is what I showed. I showed two copies of the receipt and the woman at the customer service desk refused to scan any of the items to look up anything she just kept refusing to do my return with no explanation, I asked to speak to a manager and she said “she’s already here” so I assumed that woman was the manager she would not give me her name and it was covered up so I couldn’t see it but I think she’s the manager of the customer service desk. She’s short older black hair that’s always tied up in a ponytail, Caucasian woman. She even asked me for multiple forms of ID. I said I don’t use ID when I purchase the items. Why do you need two forms of identification for me when you won’t even enter my shoppers club you refuse to look at the receipt and or scan the items you’re just flat out refusing this refund and I wasn’t asking for the money back. I wanted store credit so that I could exchange them and get what I needed. She was incredibly rude not giving out any information and if I asked to speak to someone else and she said “there is no one else it’s just me sweetie.” This is the second time this is happened with the same woman. I’m finally a complaint now because it’s just outrageous. How disrespectful a manager could be and how she can refuse returns even when the receipts in front of you and it’s on your policy on your website, I actually stood there and when on my phone and pulled up the Wegmans website and showed her and she still said “nope” over and over. How can someone with this type of customer service even be working at a customer service desk??

  Business Response

  Date: 01/13/2023

  Wegmans refund policy states: If a refund rather than a replacement is requested, please
  provide the register receipt and your Shoppers Club account. Refunds must be
  given in the same form as payment was made. Wegmans reserves the right to refuse ANY refunds, even with a receipt.  However, it is important to note that we are not DENYING our customer's refunds.  Our request is that she provide a paper receipt so that we can accurately refund her in the same method in which she paid. Wegmans Customer Care Center

• Initial Complaint

  Date:12/09/2022

  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 12/6/22 at 6:31 p.m. I went to the Courtesy Counter to play 2 PowerBall Tickets @ $2.00 a piece, I defininitely gave the Associate a $20.00 bill and expected to get back $16.00 and was only given $6.00 and when I advised her of the discrepancy she said to me "I could count". She proceed to count the drawer and said it came up even and said she would get a manager who came over and counted the drawer and said it came up even also. So when I asked for them to check the camera, the manager name Erica I believe said they couldn't tonight and would do it the next day and contact me. I gave my name and phone number and as of today I have not heard anything from Wegmans. I have no knowledge of "counting the drawer" whether is it over or under, please assist me with this matter

  Business Response

  Date: 12/15/2022

  Wegmans' store management team researched this customer's concern and subsequently followed up with her.  It is our understanding that our customer is satisfied and requires no further contact. Wegmans Customer Care 

  Customer Answer

  Date: 12/16/2022

  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.  
  
  Regards, 
  
  ******* ****

• Initial Complaint

  Date:12/07/2022

  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 12/7/22 approximately 2:06 pm I was walking towards the pizza counter with my daughter. As we’re approaching Shannon, I’m
  Assuming manager of the “pizza dept” was pulling a cart walking towards us. As Shannon got near us I noticed she sped up which lead her to cutting us off. I then said “wow that was rude” Shannon looked at me as if her behavior was acceptable. So as I’m walking towards the register I’m steady looking at her because I’m trying to read the name on her white coat. As she is going in the pizza dept she is mumbling something which Made everyone behind the counter look at me. That’s when I asked her what is her name & she replied very rudely & with much confrontation in her voice “Shannon DEPT MANAGER” my response was “wow you’re a manager behaving like that”
  That is when the ******* guy who was behind the counter apologized to me, obviously he is accustomed to her behavior.
  The professional thing for Shannon to do was let PAYING THE CUSTOMERS walk by first. Her delivery could’ve waited 2 secs. Had she practiced an ounce of professionalism I wouldn’t be wasting my time making a complaint. I chose to come to Wegmans, I don’t have to I could shop elsewhere if that’s the behavior I’m going to encounter from so called dept managers.
  I have shopped at Wegmans on Amherst for 16 yrs, mom & my aunt was employees of the company for yrs, so I’m well aware of how the treatment of customers is supposed to go.
  I also noticed since Covid the QUALITY OF EMPLOYEES THAT HAS BEEN HIRED HAS DIMINISHED DRASTICALLY, THE EMPLOYEES USED TO CARE, BE FRIENDLY & offer help. Now they’re just rude & don’t want to WORK!
  I also put in a complaint card In the store but I don’t have the confidence that Wegmans would handle this properly & not just sweep it under the rug so Shannon can continue with her unprofessional behavior as a dept manager who represents that store. Shannon needs retraining, I don’t think dept manager is the best fit she need to be a CASHIER w/that Tude!

  Business Response

  Date: 12/21/2022

  Wegmans store management team reached out to our customer to apologize and share they were taking appropriate action. Our customer is all set. Wegmans Customer Care