Complaints

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:02/05/2024

  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.

  Date of Transaction: February 4, 2024
  
  Amt. of money I paid: $12.72
  
  What the business committed to provide:
  Bubly Sparkling Water , Selected Varieties,
  12 Pk., 12 oz. Cans,
  3/ $12.00 until 02/07/2024
  
  Nature of the dispute: False/fraudulent advertising because the item in the the store was 8-pak instead of the advertised 12-Pak. Resulting in 12 less cans for $12.00 than what was promised.
  Whether or not business has tried to resolve the problem: No, the customer service desk leader (Mgr.?) on duty said the did not have to honor what was advertised because the were independently owned.
  
  Account/order/tracking number:

  Business Response

  Date: 02/16/2024

  *** ******* ***************************
  *** *** ***** **** ** ** **** ****
  ** **
  
  **** *** *******
  
  We received the complaint from Mr. ******** a few days ago and investigated the issue. Our ad agency indeed did make a mistake with the online digital ad by selecting an old image of Bubly Sparkling Water. The manufacturer made a pack change some time ago on Bubly from a 12 pack case to an 8 pack case. We apologize for this error and we notified the ad agency of the mistake and asked them to please proof the ad more thoroughly before releasing it in print or digitally on our website. The store manager was also instructed to educate all of the managers and customer service staff to notify senior management of any errors that are discovered. Furthermore, our staff will be trained to handle these complaints properly by obtaining the customer's contact information so we are able to resolve matters like this quickly.
  
  I reached out to Mr. ******** on Tuesday 2/13 and explained what happened in a brief voicemail. I asked him to return my call but I have not heard back. I would like to apologize to him personally and offer him a giftcard for his inconvenience. If I do not hear from Mr. ******** by the end of business on Monday 2/19, I will mail a written apology along with a $25 giftcard. I will also copy you on any written correspondence.     
  
  Please let me know if there is anything else you need from me. Again, we apologize for this error and we intend to make it right for the customer.
  
  Sincerely,
  
  --
  Joe A******
  Duritza's SHOP 'n SAVE
  

  Customer Answer

  Date: 02/19/2024

  Friday 16 February 2024, at
  approximately 11:00AM I contacted Joe (A*******) and left a voicemail
  at the number dialed. Joe kindly returned my call about 2 minutes
  later to further discuss my complaint. The equitable call lasted
  about 8 minutes. During this call Joe reiterated many of the findings
  he previously asserted in his voicemail to me, and in the text of his
  response to the BBB. The error was seemingly an “avoidable”
  mistake had fact-checking the advertisement been thoroughly completed
  by Shop 'N Save's ad agency, the error was then further compounded by the
  inaction of the local store once the issue was identified. In
  addition to the weekly print Sales Flyer, the error permeated itself
  throughout many of the other advertising channels Shop 'N Save
  utilizes (website, etc.). Joe acknowledges that minimally, store
  personnel should had immediately elevated the issue to higher levels
  of the Shop 'N Save organization for rectifying actions.
  
  Joe gave me assurances that in addition
  to pressing upon the ad agency to do better proof reading of ads
  before releasing them into the public domain, remedial training of
  local store personnel would occur to correct any misleading
  narratives perpetrated in this situation, & to better serve the
  Canonsburg community customers (like myself) when issues like this
  are identified/reported.
  
  In what I take as an “act of
  contrition” on behalf of Shop 'N Save, Joe has offered to mail me a
  $25 gift card for “efforts expended”. Though I demurred
  repeatedly during the call (my financial impact was minimal),
  Joe insisted he would still like to follow through with the gesture.
  The greater reward would be the corrective actions Joe has stipulated
  concerning Shop 'N Save's ad agency & local store
  processes/procedures. After speaking with Joe, I have full confidence that he will follow through and thereby have Shop
  'N Save better serve our community.
  
  In addition to acknowledging &
  thanking Joe for his time/efforts, I'd also like to thank the BBB.
  Specifically, *** ***** ****** (Dispute Resolution Specialist) for
  her diligence and involvement. Obviously without BBB's involvement,
  the error would not have gain the proper attention from the correct
  personnel in the Shop 'N Save organization. Thank you Joe & ***** once again.
  
  Sincerely,
  **** ********