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. has 90 locations, listed below.

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• 

  Wegmans Food Markets, Inc.

  PO Box 30844 Corporate Office Rochester, NY 14603-0844

• 

  Wegmans Food Markets, Inc.

  8270 Transit Rd. Williamsville, NY 14221

• 

  Wegmans Food Markets, Inc.

  4960 Transit Road Depew, NY 14043

• 

  Wegmans Food Markets, Inc.

  745 Calkins Road Rochester, NY 14623

• 

  Wegmans Food Markets, Inc.

  1100 Clemens Center Elmira, NY 14901

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:11/24/2022

  Type:Sales and Advertising 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.

  I bought a turkey through their online ordering process. It was described as "fresh" and "never frozen". The turkey I was given was frozen, and it's still defrosting right now.
  
  Somebody there is cutting corners, and that's not acceptable. They lied about the product. And when I tried to report it through their website, the lousy automated service blamed it on the shopper. It was not their fault, they gave me the exact turkey I ordered that said "fresh". Someone chose to froze it to save money if I had to guess.
  
  I will be looking for ways to report this. Companies should not lie, even if it seems small and insignificant.

  Business Response

  Date: 12/06/2022

  Wegmans Customer Care reached out to our customer on 11/29 to apologize for the frustrating situation he encountered, shared an explanation as to what may have caused the issue and offered reimbursement.  Our customer graciously accepted the offer.  It is our understanding this disappointing matter has been resolved. Wegmans Customer Care

  Customer Answer

  Date: 02/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. BBB spoke to the customer and confirmed that he did receive the reimbursement.
  
  Regards,
  
  ******** ****
   

• Initial Complaint

  Date:11/22/2022

  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.

  I ordered a birthday cake through the Wegman's meals to go catering. I asked the person taking the order to make the cake with fresh strawberries for my 3 year old little girl. When we got the cake, it was made with some type of jam. It completely ruined the day. I contacted the Wegman's meals to go desk, the lady told me that she was willing to provide me a refund of $3 for the filling. Very disrespectful and heartless scummy response.

  Business Response

  Date: 11/28/2022

  Wegmans store management reached out to our customer to apologize.  It is our understanding a resolution has been reached and our customer is satisfied. Wegmans Customer Care 

  Customer Answer

  Date: 11/28/2022

  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.
  
  They provided a refund for the purchase. I accept the solution.  However, I do not consider it a satisfactory solution.  They still ruined my child’s special day.  
  
  Regards, 
  
  ***** ****

• Initial Complaint

  Date:11/04/2022

  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 went to Wegmans in hunt valley I spent money so when I get home I see ********** stole $99 from my account I haven't used these ppl for 2 years so when I call them they put it back on I don't like there service so some one in weagams have them my card infor this is a brand new card I never use on line or no where but Wegmans so no my card block and I can't get to work no **** money and got wait till I get new card so if I stole from here I be arrest so pls look into this they mess me up no money for food or ***** cause of these two business

  Business Response

  Date: 11/15/2022

  ********* contacted our customer and apologized for the inconvenience.  Per her request, her ********* account has been deleted, the membership cancelled, and the $99 membership fee refunded back to her credit card.  It is Wegmans' understanding that this issue has been resolved. Wegmans Customer Care 

  Customer Answer

  Date: 11/22/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I'm just seeing this message now I like to know what's been down I don't have no for my thsnkgiving cost my card was block they don't care what's was done USA is terrible no help at all.   
  Regards,
  
  **** ******

  Customer Answer

  Date: 11/22/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  I would like the business to provide at least a gift card in good faith for the problems this caused. It took me 7 days to get my card back and had to borrow money from other people. 
  Regards, 
  
  **** ******

  Business Response

  Date: 11/28/2022

  Wegmans takes these concerns very seriously and upon receipt
  of her complaint immediately enlisted the assistance of our ********* partner.  During the investigation into this customer’s concern, it was
  discovered the $99 charge was for renewal of an *********+ membership.  These memberships renew annually and are charged to the credit card on file with the account.  Our customer forgot to
  cancel the membership, which is why her credit card was charged.  Because of the concern of theft and misuse of
  her credit card by ********* and/or Wegmans, a member of management from the ********* Trust & Safety Customer
  Fraud Department became involved to review the account.  No sign of a
  hack or an account takeover was found as the same IP address was used whenever changes
  were made to the account.  The credit
  card with the $99 charge ending in **** was added to her *********
  account in February 2022.       Within 24 hours of receipt of the complaint, ********* reached
  out to our customer, refunded the $99 back to her credit card, cancelled the *********+
  membership and deactivated the account. The response to this complaint was immediate and thorough.  We are sorry we were not able to satisfy her with the resolution
  to her concern. 

• Initial Complaint

  Date:08/14/2022

  Type:Customer Service 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.

  I bought the items on Aug 4 2022.
  
  I bought the prepared Mac and cheese and it tasted sour. I also got the nappa cheese pizza and it was all cheese and bread no sauce. My daughter loves mac and cheese and pizza but took one bite of each and said this is nasty. I know when milk goes bad it becomes sour. I got both items from the ridge Culver store.
  
  On Aug 12 Nicole Wilson the department manager called me and lectured me on how she was personally offened of my conlmplaint and how would never sale any product that is bad in any way. She also accused me of lying since they did not have a record of this from my shoppers club card.
  She was very condescending and insulting. Leadership like this comes is not Wegmans like and come from the store management.
  
  I reached back our to corporate Wegmans on Aug 12 regarding what occurred and have yet to hear back. At this point want to speak with someone from corporate. Regarding the food safety issue, the lack of customer service, the rude tone and lecturing.

  Business Response

  Date: 08/18/2022

  A member of our store management team reached out to our customer, listened to his concerns and apologized for the way the situation was handled.  It is our understanding that our customer is now satisfied. Wegmans Customer Care Center

  Customer Answer

  Date: 08/19/2022

  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:08/13/2022

  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.

  This is regarding the absolutely unacceptable and incompetent behavior of your two employees Jillian and Matt at your Chapel Hill, NC store on 8/12/22. I was finishing at the self-check out station at around 11 pm and your employee Jillian asked to check my ID since a 6-pack of beer was a part of my purchase. This was fine, so I complied and showed her my official temporary IL Driver’s License. She then proceeded to scrunch up her face and go “uhhh, uhhh so this a temp ID?”. I proceeded to unfold the paper temporary license and show her the official IL Secretary of State documentation on the license. She (still in a confused state) then radioed a manager asking for clarification and proceeded to ask if it was ok. He must have replied yes as she was about key in my birthday. But then she asked “why do you have a IL temporary ID?” First of all this WAS NONE OF HER BUSINESS. Wegman’s has no policy against official temporary driver’s licenses as a form of identification. Yet, I complied and told her that I had recently moved here. She then snottily retorted “well then why do have a temp IL ID and not an NC one”. AGAIN NONE OF HER BUSINESS. ALSO THERE COULD BE MANY REASONS. IT WAS A 100% LEGAL, temporary IL Driver’s License issued by the Illinois Secretary of State! So I told her “that’s none of your business and I don’t need to tell a Wegman’s employee the story behind why”. AGAIN COMPLETELY TRUE. She then got all sulky refused to key in my birthday and snottily replied “well then you can speak with the manager” and walked away proceeding to WASTE MORE OF MY TIME THIS NIGHT. Your manager Matt took his sweet time to get to to me and once he finally came over asked “what is the problem?”. I replied “you tell me”. He could not answer. He was unaware of my conversation with Jillian. So I explained everything and he agreed that my temporary IL driver’s license was valid. But asked “can I use it to check my books?” and proceeded to waste more of my time.

  Business Response

  Date: 09/06/2022

  A member of our store management team reached out to our customer, listened to his concerns and apologized for the way the situation was handled.  It is our understanding that our customer is now satisfied. Wegmans Customer Care Center

• Initial Complaint

  Date:08/07/2022

  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.

  Good afternoon,
  
  Sadly I write say that we purchased a pie that had mold from Wegmans in ******** Shopping Center in Glenarden, MD.
  
  We have eaten some of the pie, therefore we are requesting compensation for this. Attached is a photo. ****** *******
  ###-###-####
  ###-###-####

  Business Response

  Date: 08/25/2022

  Since our customer has asked for legal intervention, Wegmans is awaiting a letter from her attorney to our legal department. Wegmans Customer Care

• Initial Complaint

  Date:07/25/2022

  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 bought these in the freezer section at Wegmans (on Amherst st in Buffalo NY) July 22, 2022 for my 10 month old son, after warming them in the microwave like the directions said I decided to check it out even though he was grabbing for it...I opened the muffin and there was a long hair intertwined in the middle after that I smelled it and it was so sour smelling I turned it around and saw it was covered in mold, I was so sick to my stomach if I didn't look deeper before handing it to my son, he would have started to eat this disgusting product and would have gotten sick or worse!

  Business Response

  Date: 08/18/2022

  A member of Wegmans Customer Care team reached out to our customer to apologize.  As requested, a refund was sent to her.  The manufacturer of the muffins was also notified on our customer's behalf. We have not had any further communication from our customer so it is our understanding the issue has been resolved.Wegmans Customer Care