Complaints
This profile includes complaints for Dollar General's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 532 total complaints in the last 3 years.
- 150 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/18/2025
Type: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.
Disappointed by Cashier ****** attitude when I brought to her attention what seemed to be a pricing error on True Living Everyday 10" plates. The shelf label advertised 94 plates for $6.95. I pointed out that there were only 84 plates in the package. She did a price check that showed the 84 pack of plates as $7.25. After some adjustments, she rang them as $6.95. In my opinion, the point of the number of plates being less than advertised, was still not addressed. The line behind me was growing (3-4 customers). I told her I would go ahead and pay to keep the people behind me from having to wait. I let her know I still wanted to talk to someone else about it. She called her manager (by name) to assist. He pretty much said there was nothing else he could do about it. I accepted his response. I asked her for her name. She responded with a slight neck roll and a blank stare. She didn't give her name until the manager said, "She asked you for your name, ****." She acknowledged him but acted like she didn't hear me or didn't know I has already ******** chief complaint was that the fewer plates (84 /$7.25) cost more than the advertised amount (94/$6.95).I have a string of text messages with Manager ***** ******* from September 2024 through April 2025 where she offered a $25 gift card which has not been received by me. At this point, Manager ******* just stopped responding. The transaction receipt *** is attached below.
Business Response
Date: 05/22/2025
May 22,2025
Better Business Bureau of ****************
Attn:******* Sharp
P.O. Box ******
******************
Case # ******** Customer: ***** ****
Dear ********:
Thank you for notifying us of the complaint from our customer regarding an incomplete resolution to a complaint she submitted in September 2024.
Upon receipt of this complaint, I partnered with our district manager who responded she spoke with our customer and arranged for her complaint to be resolved. She also shared her information so our customer can reach out to her directly.
We are confident this matter has been addressed and resolved. Thank you for bringing this matter to our attention.
Sincerely,
****** ******
End User Support Supervisor | Customer Care
**********************Customer Answer
Date: 05/23/2025
I received a call from Manager ***** ******* advising that Dollar General would have a $25 gift card available for pick up from their store on ***** *****. On May 19, 2025, I did pick it up from Assistant Store Manager ****.
Thank you for your help with this matter.
Customer Answer
Date: 05/26/2025
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.
Sincerely,
***** ****Initial Complaint
Date:05/12/2025
Type: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.
4-25-2025 I purchased a Gift Card from Dollar General on **************************************************************** for ********** for the Mayor of **********. An employee of Dollar General handed me the card since I couldn't find it and I paid cash for the gift card and birthday card. When the Mayor went to ********** to use it, she was told it was tampered with and they could not redeem it. I took the receipt and the card and the folder into the store today and was told it wads already used and no refund. I assured him that neither I nor the mayor had redeemed it. He said they don't sell used card and I assured him I just bought a bad card. He refused to honor the policy of the store to refund bad merchandise if returned in 30 days. I did that. To add to the embarrassment of giving a tampered card, I gave her $25.00 to replace it and I am out $25.00 for tampered merchandise.Business Response
Date: 05/17/2025
May 17, 2025
Better Business Bureau of Middle Tennessee
Attn: ******* *****
P.O. Box ******
*******************
Case # ******** Customer: ****** ****
Dear Ms. ******
Thank you for notifying us of the complaint from our customer regarding a card purchased at our store in *******, **.
Upon receipt of this complaint, we partnered with our district manager who confirmed she has spoken with our customer to apologize for her inconvenience and to address and resolve her complaint.
We too apologize to our customer for any inconvenience and believe this matter has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
****** ******
End User Support Supervisor | *************
**********************Customer Answer
Date: 05/19/2025
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.
Sincerely,
****** ****Initial Complaint
Date:05/08/2025
Type: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.
This store is a health hazard!!There are always steel carts with products waiting to be unloaded obstructing the aisles. The aisles are overloaded with products causing a tripping hazard.I've lived in this town for a year and have NEVER been in this store when it was not in disarray! The shelves are never stocked. Nine time out of ten, I can go in there and either cannot get to the item because the aisle is blocked or the shelf is not stocked.Customer Answer
Date: 05/08/2025
Dollar General
22135 MO-********************Business Response
Date: 05/10/2025
May 10,2025
Better Business Bureau of Middle Tennessee
Attn:******* *****
P.O. Box ******
******************
Case # ******** Customer: *** ********
Dear ********:
Thank you for notifying us of the complaint from our customer regarding store conditions at our location in ******, **.
Upon receipt of this complaint, we partnered with our district manager who was able to speak with our customer to apologize for her inconvenience,and to discuss the stores challenges the and the steps we are taking to address her concerns.
We believe this complaint has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
****** ******
End User Support Supervisor | *************
**********************Customer Answer
Date: 05/12/2025
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.
Sincerely,
*** ********Initial Complaint
Date:05/08/2025
Type: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 phone holder for $8.65 on cc 9042 at the *************** ** location. I used it for the day; I was traveling. I am not near the store. Otherwise I would bring it in. This snapped in half when I put my phone in the holder. I am requesting a refund, as this product is damaged and does not work.Customer Answer
Date: 05/09/2025
Fort Lauderdale
a. Oakland park
b. Sunrise
c.FLBusiness Response
Date: 05/17/2025
May 17, 2025
Better Business Bureau of Middle Tennessee
Attn: ******* *****
P.O. Box ******
******************
Case # ******** Customer: ******* ******
Dear Ms. ******************
Thank you for notifying us of the complaint from our customer regarding a product purchased at one of our stores in *************.
Upon receipt of this complaint, I responded to our customer via ****. This letter was mailed Thursday May 15, 2025, and believe our customer will be satisfied when she receives my response. We do ask she allow at least ten business days for the letter to be delivered.
We apologize to our customer for any inconvenience and believe this matter has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
****** ******
End User Support Supervisor | *************
**********************Initial Complaint
Date:05/08/2025
Type: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 order items from Dollar General via ******** on December 13, 2024.I did not receive my items and requested a refund. I have been emailing them for 6 months.They said they would refund 70% of money but have yet to do so.Business Response
Date: 05/10/2025
May 10, 2025
Better Business Bureau of Middle Tennessee
Attn: ******* *****
P.O. Box ******
*******************
Case # ******** Customer: ****** ******
Dear Ms. ******************
Dear Ms. ******************
Thank you for notifying us of the complaint from our customer regarding an online order she believed she placed with Dollar General via ******** on December 13, 2024. After reviewing our system, we do not find an order placed with the information our customer provided.
For every successful order that is placed at Dollar General, it can only be placed on our website at ****************************** and the customer will receive an email containing their order information. If our customer did not place the order on our website and/or did not receive an order number,she may have placed an order on a non-DG owned site. If she was charged for this order, may we respectfully suggest she partners with her financial institute to dispute the transaction.
We believe this matter has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
****** ******
End User Support Supervisor | *************
**********************Initial Complaint
Date:05/05/2025
Type: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 purchased 5 S ****** TRPL WVE G ************. I bought 4 in one transaction and came back later and purchased the 5th one. I did not need them because I needed 6 and after searching the other Dollar General on ********** they did not carry the item. I went to return them because I could not find the receipt. The cashier which was a woman with a cloth mask over her face said you can't return it without a receipt. Then she calls the manager and she was not pleasant and said the same thing. I told her I used my debit card and she said no. So, I went home and I found the receipt for the first four. When I approached the counter the cashier called the manager again and she was no happy to see me again for this return. Of course, I had to give my debit card so she can put the refund on it. She would not refund the 5th one. I called corporate ************ at least twice a week for over a month and a manager for that location called me on a Sunday which was man and I explained to him what happened and he told me to go into the store tomorrow which would have been Monday and when I came the same cashier would not give me her name or her managers name. They were both black. The cashier was was skinny with a mask and the manager was a short woman with two tone haircut. During this time, I explained to her that the manager told me to come in to get a refund for the curtain. There was a potato chip vendor there witnessing the whole ordeal. She got an instant attitude and told me no he didn't call. I called the customer service number again while I was in the store and the manager got mad and stormed to the office to retrieve the phone to call someone else about this situation. She walked right past me like I was invisible. How embarrassing? Unprofessional. The cashier protecting her and witnessing her rude behavior as normal. All of this on camera. I called the number so many times and no one else called. So I am here making a complaint against the store and corporation.Business Response
Date: 05/10/2025
May 10,2025
Better Business Bureau of Middle Tennessee
Attn: ******* *****
P.O. Box ******
******************
Case # ******** Customer: ******* *********
Dear Ms. ******
Thank you for notifying us of the complaint from our customer regarding a return she wished to make at our store in ************, **.
Upon receipt of this complaint, we partnered with our district manager who responded he had the opportunity to meet our customer at the store,apologize for her inconvenience and ensure her refund was processed. Our district manager said he believed our customer was satisfied with this resolution.
We again apologize to our customer for any inconvenience and believe this matter has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
****** ******
End User Support Supervisor | *************
**********************Customer Answer
Date: 05/12/2025
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.
Sincerely,
******* *********Initial Complaint
Date:05/05/2025
Type: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.
Ive had so many things with dollar general taking money not getting coupons that attached before checkout then looking at my reciept im missing that coupon amount and more that im not sure where from another time I had $5 off my purchase and it only took $3.25 so im missing $1.75 there is so much more Im probably missing but my recipts are gone not to forget the rude employees here and there Ive called probably ************************************************************************************************ this company and they are literally taking my money Ive let it slide to much now I need something done customer service doesnt help took 4 hours to get to someone just for them to not talk and hang up then tried again multiple times the next person to actually answer and talk said they say they will escalate but I know that doesnt work and they dont or say dollar general will email you and they never do I even emailed them my self and never get a response this company is a joke and stealing from people pretty much Im not even sure the full amount Im missing from the past months but I bet its a good chunkBusiness Response
Date: 05/10/2025
May 10, 2025
Better Business Bureau of Middle Tennessee
Attn: ******* *****
P.O. Box ******
*******************
Case # ******** Customer:***** *********
Dear Ms. ******************
Thank you for notifying us of the complaint from our customer regarding digital coupons and coupon amounts not applying to purchases as well as rude employees.
Upon receipt of this complaint, a ************* Specialist emailed our customer for more information needed to address her concerns, and our customer responded she was tired of calling customer service and that coupons were not attaching and applying right. Unfortunately, without a store location/s or specific coupon concern/s we are unable to investigate or address our customers complaint. We do see our customer contacted us directly on 5/3/2025 with a coupon concern and our ************ Specialist responded to her on 5/7/2025.
Going forward, we respectfully request out customer reach out to *************************************** for in-store experiences or ************************************** for digital coupon questions or concerns as soon as she experiences them so we can investigate,address and respond.
Thank you for bringing this matter to our attention.
Sincerely,
****** ******
End User Support Supervisor | *************
**********************Customer Answer
Date: 05/12/2025
Complaint: 23283877
I am rejecting this response because:
Ive spent hours on the phone with support the past 8 months and they arent much help again its not a certain store for the coupons not attaching and not all employees but a good majority I go to different towns all the time not just Mansfield also when I have emailed no response when I was told I would get an email never did only email I received from support is now because I contacted bbb
Sincerely,
***** *********Customer Answer
Date: 05/17/2025
Ok so
$10 purex$5.5 persil
$3.35 car vent febreeze$1 toothpaste
$4 air wick
$6.65 icy hot
=$30.50
coupons/ offfers
$3 dg coupon for spending $15 on persil and purex
30.5-3=$27.5 so above the $25 subtotal
ok so $30.50-
$3 dg coupon
$1.50 persil man coupon
$2.30 febreeze car vent man coupon
$1 crest toothpaste man coupon
$4 air wick man coupon
$5 icy hot man coupon
$5/25 dg coupon for Saturday
=$21.80 in coupons
$30.50 subtotal
-$21.80 in coupons
=$8.70 -$5 dg gift card =$3.70 out of pocket plus tax 2.14 =$5.84
I actually paid $6.18
so theres 34 unaccounted for
Business Response
Date: 05/26/2025
May 26, 2025
Better Business Bureau of Middle Tennessee
Attn: ******* *****
P.O. Box ******
*******************
Case # ******** Customer: ***** *********
Dear Ms. ******************
Thank you for notifying us of the additional information submitted by our customer regarding our response to her complaint concerning her digital coupons and coupon amounts not applying to purchases as well as rude employees.
Upon receipt of this information, I emailed our customer for her mailing address so we could compensate her for the savings she stated she was unaccounted for. A gift card will be mailed from our office when we reopen after the Memorial Day holiday. We also let our customer know we were unable to locate any unresolved concerns she submitted by phone or email, and we again encouraged her to reach out to us directly any time she has an issue with an in-store experience or with a digital coupon transaction so it can be investigated and addressed in a timely manner.
We believe with the information we were given that we have addressed our customers complaint. Thank you for bringing this additional information to our attention.
Sincerely,
****** ******
End User Support Supervisor | *************
**********************Customer Answer
Date: 05/28/2025
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.
I emailed back with my address and asking how much the giftcard would be because the amount unaccounted for the receipt I sent was only like $1 but this is not just about that one it is about all the times shopping the past 6 months at least and I have called everytime a employee was rude and about the $5 I received from one of the p and g deals that i didnt get to use all of it because the system was messed up I have never got anything resolved they take my call and thats it I have called over 100 times probably because of something and nothing had been done or compensated I have also emailed before and never got a response I also emailed pertaining to the address for giftcard and amount because I feel if its not a good amount then its not fair and still havent got a response again I have contacted everytime something went wrong and nothing was done am I being compensated for that also?
Sincerely,
***** *********Initial Complaint
Date:04/30/2025
Type: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 was shopping at the H35353*****32303234H in ******, **. Store # *****, with my 13 year old daughter & 3 year old son who is autistic. My son grabbed a inflatable green ball from the toys that I intended on buying, as I was shopping my son became overstimulated & started having a meltdown, he let go of the ball & while I was holding my son trying to console him, the manager yelled that I needed to control my kids & that I was banned from the *********** was calling the cops. OVER A TOY BALL ON THE ****** The manager is obviously unstable & should not be in a manager position.Customer Answer
Date: 05/07/2025
******************** Echola, AL. 35475
Store # *****
Business Response
Date: 05/17/2025
May 17, 2025
Better Business Bureau of Middle Tennessee
Attn: ******* *****
P.O. Box ******
*******************
Case # ******** Customer: ****** ******
Dear Ms. ******************
Thank you for notifying us of the complaint from our customer regarding a visit to our store in ******. AL.
Upon receipt of this complaint, we reached out to the respective field management team who responded they were able to speak with our customer, apologize for her inconvenience and address and resolve her complaint. Our team said they believed our customer was satisfied with their resolution.
We believe this matter has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
****** ******
End User Support Supervisor | *************
**********************Customer Answer
Date: 05/18/2025
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. The district manager did reach out to me & apologize on behalf of that employee. Thank you.
Sincerely,
****** ******Initial Complaint
Date:04/30/2025
Type: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.
4/27/25 Dollar General #*****, ************************************************************************ Advertised price is lower than the price I was charged. 1. SBR JERKY TERIYAKI SHELF PRICE IS 4.25 RANG UP AT 5.00. 2. COFFEEMATE KILO SHELF PRICE 7.00 RANG UP AT 8.00. CV SUGAR 4 LB SHELF PRICE IS 3.15 RANG UP AT 3.40. THIS HAPPENS TOO OFTEN!Business Response
Date: 05/09/2025
May 9, 2025
Better Business Bureau of ****************
Attn: ***** ********
P.O. Box ******
*******************
Case # ******** Customer: ****** *****
Dear Ms. *********************
Thank you for notifying us of the complaint from our customer regarding a pricing complaint at our store in ***********, **.
Upon receipt of this complaint, we partnered with our district manager who confirmed he spoke with our customer, apologized for her inconvenience, and addressed and resolved her concern. Our district manager also reported he will visit the store to ensure all price changes are up to date and to remind the store team how to handle pricing concerns at the point-of-sale.
Our district manager said our customer was satisfied with this resolution.
We believe this complaint has been appropriately investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
****** ******
End User Support Supervisor | *************
**********************Customer Answer
Date: 05/14/2025
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.
Sincerely,
****** *****Initial Complaint
Date:04/29/2025
Type: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 was looking at my ****** account and noticed a $1.75 charge I did not recognize which was not listed in my check register, this was a week or more ago, so I immediately contacted the store to verify what the charge was for so that I could determine if it was mine or if it was a fraudulent charge as I am a prior county, state and federal employee and my information was hacked during several breaches including the *** breach. 04/12/25 Atm/debit Card Pos Debit Dg ******** S Broacentral City Ildollar-us-1.75 The manager seemed confused about how to look transactions up as she said they had a new system, then put me on hold a couple of times during our call, and was having a private conversation with a friend or coworker about something on ********* as I sat and waited almost fifteen minutes. She then claimed she would have to research it further, then asked me for the last four of my account number I used, which I felt was unnecessary, as I used to manage for ********* and know you can find transactions with amount and date. She never returned my call after a week. I then called again, the worker put me on hold then said the manager was on her break. I then called corporate and talked to *****, she was rude, unhelpful, and hung up on me, then I called back and talked to ***** and asked for a manager, he looked up prior call with ***** and after fifteen minutes of telling her all she took no notes on the screen, this is their job!!! I then told him I wanted to talk to a manager, he said he would try to find an available manager, then never came back, so after fifteen minutes on hold I decided to contact the BBB. I have never dealt with such incompetent and unprofessional, rude employees in my life!!! I simply called to find out what the items I purchased were to verify if it was my purchase or fraud, NONE of these four employees helped me!! I recommend they be fired! I have two business degrees and my parents ran a business!! I want to know the items purchased!Business Response
Date: 05/06/2025
May 6, 2025
Better Business Bureau of ****************
Attn:***** ********
P.O. Box ******
******************
Case # ******** Customer: ****** ****
Dear Ms.********:
Thank you for notifying us of the complaint from our customer regarding a question she had connected to a visit to our store in ************, IL as well as her reaching out to our contact center.
Upon receipt of this complaint, I tried unsuccessfully to call our customer; she then tried to call me back and to date we have not had a chance to connect. At our customers convenience, if she returns my call,I will do my best to respond to her transaction question as well as address her concerns with our call center agents.
We apologize for our customers inconvenience, and we believe at this time we have done our best to address and resolve this complaint. Thank you for bringing this matter to our attention.
Sincerely,
****** ******
End User Support Supervisor | *************
**********************Customer Answer
Date: 05/07/2025
Complaint: 23251138
I am rejecting this response because: I returned three calls and left messages, and left two messages letting her know everything the complaint already states which includes all information needed to resolve my complaint! I let her know the poor customer service I received from her employees and manager, that the manager did not want to get on the phone to help me as she was "On Break" that the manager did not know how to look up a simple transaction after I gave her all information from my pen fed account, the date, the amount, even the last four numbers of my account!! I told her I am a prior government employee, county, state and federal and noticed a $1.75 charge on my Penfed account that is not recorded in my checkbook and that I was hacked during the *** breach so of course want to verify this is my purchase by them simply looking it up and telling me what was purchased. It is no wonder the workers are incompetent, when the corporate office has the same as their employees. I have managed retail many times, this is NOT a complex issue, nor is coaching or firing incompetent employees who give bad service. Perhaps you can spell all of this out for them as if they cannot provide what I asked for to you, then I will be contacting my lawyer for them to speak to in a courtroom!! Every single time I returned her call, three times, they had voicemail on. They are doing this intentionally.
Sincerely,
****** ****Business Response
Date: 05/09/2025
May 9, 2025
Better Business Bureau of ****************
Attn:***** ********
P.O. Box ******
******************
Case # ******** Customer: ****** ****
Dear Ms.********:
Thank you for notifying us of the rebuttal from our customer related to our response to her complaint connected to a visit to our store in ************, IL as well as her reaching out to our contact center.
Upon receipt of this rebuttal, I called our customer,and I was able to apologize for any missed communication as well as research and respond to her original question regarding a purchase made at our ************ store.
I believe our customer was satisfied with this resolution. Thank you for bringing this rebuttal to our attention.
Sincerely,
****** ******
End User Support Supervisor | *************
**********************Customer Answer
Date: 05/10/2025
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.
Sincerely,
****** ****
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