Business Profile

Discount Stores

Dollar General

Complaints

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

Customer Complaints Summary

527 total complaints in the last 3 years.
145 complaints closed in the last 12 months.

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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:01/16/2024
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.
Today, 01/16/2024, at Dollar General, *****************************************************************,I went to purchase an item and when I presented the item at the Register, the item rang up Higher than the shelf price advertised below the item on the shelf. The Store Manager was also the cashier tending to my transaction. When I showed the Manager the advertised price below the item, she removed the price strip from the shelf and refused to honor the price. This practice should be illegal. The shelf was completely stocked with this item (it was not a misplaced item). She stated the Vendor made the mistake. As the customer, I felt it was only appropriate to honor the shelf price and I deserve a refund of the money I was forced to pay above the advertised price.
Business Response
Date: 02/16/2024
February 16, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********, ** 37219
Case # ******** Customer: ********************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding our store in *************, **. My apology for the delay in responding as when this complaint was received, we requested our district manager reach out directly to our customer. Our district manager responded he was able to speak with our customer, apologize for her inconvenience and assure her he would make sure the store team was coached on how to address and resolve any like issues in the future.
Our district manager said he believes our customer was satisfied with this resolution,
We are confident this matter was appropriately addressed and resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
Date:01/16/2024
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 earlier filed a complaint today, but there was a typo. The original transaction was on 12/12/2023 for one Apple Gift Card for $400 at my local Dollar General Store #*****. However, I was charged $400 twice to my bank account via my bank debit card. I was told by the store manager that my bank account would be credited in a few days. That has not happened yet. I made calls to **************** on 12/20, 12/29, 1/2, 1/10, 1/12 and 1/12. On 1/10, I was told I would receive a call from the District Manager. That did not happen. While I was on the phone with **************** on 1/12, I received a call from the District Manager, but my ringer was off so I was unaware of the call until I finished the call I was on. I called the **************** number of the missed call. I was told the District Manager had called and would call back shortly. That has not happened. Since phone calls seem to be getting no response, I followed with an email to ************************************** on 1/13/2024 stating what I have written here concerning my original transaction and subsequent phone calls.
Business Response
Date: 02/07/2024
February 7, ****

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********,** 37219
Case # ******** Customer: Gene(genie) Gard
Dear **************:
Thank you for notifying us of the complaint from our customer regarding the purchase of an Apple Gift card at our store in **********, IN.
Upon receipt of the customers email complaint, we reached out to our third-party vendor as well as our internal team and verified our customer was due a refund. Our district manager has tried to reach our customer by phone as well as email to arrange for this refund and as soon as he receives a reply,he will arrange for the refund to be completed.
We are confident this matter was investigated and addressed and will be resolved to the customers satisfaction. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 02/09/2024

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,

Gene(genie) Gard
Initial Complaint
Date:01/14/2024
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 purchased 2 Dicks gift cards from your ***************** store on 12/15/2023. The $50 gift card purchase was rejected, so I was given a ********** had to purchase another card. I gave these cards to my grandsons for ****. My daughter took her son to ************ used the cards. One was fine, the$50 was rejected at the store, so my daughter had to pay cash. Do you know how embarrassing that is? We are senior citizens living on social security, we had to save all year to have the extra money for *************** I'm being scammed by these gift card people. I can not afford to throw away $50. I want a refund for this useless card. I went back to the ************ said they gave the info to their fraud ****** but I have never heard anything more. I contacted the Dollar General main ************* just keep asking me to send receipts, which I have 4 times. I have not heard anything more from them. I purchased $700 worth of gift cards from them on 12/15/2023. It was our whole families presents. I do a lot of business with ************************** don't like being treated like I did something wrong. I have my receipts & the card. I just want my refund.
Customer Answer
Date: 01/18/2024
These gift cards were purchased at thr Dollar General, ********************; *************, **. 43402. When they didn't help me, I contacted their main office online. They keep asking for more & more information, but they won't get back to me about what happened. I contacted my bank, but they said Dollar General,s fraud dept. has to handle it.
Customer Answer
Date: 01/28/2024
Dollar General has notified me that they are giving me a refund, so I don't require your services anymore. Thank you for your help!
Initial Complaint
Date:01/14/2024
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.
Today Saturday 1/13/2024 a friend and I went to the Dollar General located on ***********************************************************. We arrived at the store at 8:54 pm and the store closes at 9pm. When we entered the store the woman said you have 5 minutes, we said no problem, as we are shopping we hear her say you have 4 minutes, then you have 3 minutes, 2 minutes and then she said it is 9 pm we are closed we were walking to register when she was saying this. As we were entering the check out area she started motioning us with her hand to hurry up. We then say thank you the Dollar General on ********** is closer but we like this store better her reply was "YOu should have went there" ok I thought and then said we were in the store by 9 pm and what is it now 9:01pm and she said "You know what No I am refusing service", the cashier had already started ringing us out . She told us to leave and get out. We asked her name several times and she would not provide it, I asked her if she was the manager and she wouldn't answer but the cashier shook her head NO. We asked her name again and still would not give us her name. I have never in all my life and I am 57 years old. She was in her 20's I would say have I ever been treated like that in any store. You have lost both our business and will be passing this info on to all we know plus posting it to social media. Your company already has issues with not crediting digital coupons correctly and now employees who treat customers like garbage oh yeah Your company will be on blast first thing tomorrow morning. If we are successful and stop at least 10 people from using your store I will call it a win, We are also half tempted to picket your store warning people before they enter the service and the ripping off of coupons, I am sure the media will show. This will give us great satisfaction. Thank you and enjoy your day
Business Response
Date: 02/07/2024
February 7, ****

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********,** 37219
Case # ******** Customer: *********************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding a visit to one of our stores in ***********, **.
Upon receipt of this complaint, we learned our customer also reached out to ** via email and after sending her complaint to our district manager we received a response indicating both our district manager as well as our regional director spoke with our customer and this issue has been addressed and resolved.
Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
Date:01/10/2024
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 12/30/2023 I bought a bundle of firewood. ($7.04). It would not burn. It just smoldered. On 1/3/24 I return them with the receipt for refund. I was refused a refund. I called their ************* to file a complaint ( No. *******). I was told I would receive a call from the area manager within 72 hours. I provided two easily accessible phone numbers. To date no calls have been received. Store number in question is 3669.
Business Response
Date: 02/08/2024
February 8, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********,** 37219
Case # ******** Customer:*************************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding a product purchased at our store in *********,**.
Upon receipt of this complaint, I partnered our district manager who tried to reach our customer by phone, but her voicemail was full, so she texted our customer asking her to contact her to arrange for a full refund.
We are confident this complaint was appropriately addressed and will be resolved to our customers satisfaction. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 02/10/2024
I apologize that phone number : ************ is out of order. I still have these two numbers where I can be reached. ************ (home phone) or ************(work). I will gladly accept the offer for a refund. I still have the receipt.
Thank you for your time and effort. *************************
*********,**
Customer Answer
Date: 02/12/2024

Complaint: 21114528

I am rejecting this response because:
I apologize that phone number : ************ is out of order. I still have these two numbers where I can be reached. ************ (home phone) or ************(work). I will gladly accept the offer for a refund. I still have the receipt.
Thank you for your time and effort. *************************
*********,**

Business Response
Date: 02/17/2024
February 17, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********,** 37219
Case # ******** Customer:*************************
Dear **************:
Thank you for notifying us of the rebuttal from our customer regarding our response to her complaint regarding a product purchased at our store in *********, **.
Upon receipt of this rebuttal, I partnered with our district manager who was successful in reaching our customer to extend her apology for her inconvenience and to address and resolve her complaint.
We are confident this complaint was appropriately addressed.Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
Date:01/07/2024
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 bought a ****** play card from the dollar general store in *********. When I got home and tried to add the code to my account it said that it was a defective card that was trying to add funds in another countries currency. I tried to return the card to the store because it is definitely a problem with the card itself and I was told that they will not exchange the card or refund my money back. I feel like I was just scammed out of my money.
Business Response
Date: 02/07/2024
February 7, ****

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********,** 37219
Case # ******** Customer: *************************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding the purchase of a ****** Play card.
Upon receipt of this complaint, we partnered with our third-party vendor as well as our internal team to determine our customer was *********** a refund; we have since confirmed our customer was refunded for this purchase.
We are confident this matter has been appropriately addressed and resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 02/09/2024

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:01/03/2024
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.
The store located at *************************************************************** refused to take my check after the check machine wouldn't work. The associate, who said she was the manager Shar-something called a man named *** who said he was the district manager and told him she was allowing me to physically write and endorse the check, and he refused and kicked me out of the store upon threat of calling the police. I was not loud or out of control in any way! I was simply asking why they would not accept a written check since their machine was not working.
Business Response
Date: 01/15/2024
January 15, ****

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********,** 37219
Case # ******** Customer: *********************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding a visit to our store in ********, **.
Upon receipt of this complaint,we reached out to our district manager who responds this situation had been resolved, adding she spoke with our customer as well as our store manager and that our customer was pleased with the resolution.
We are confident this matter has been appropriately addressed and resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 01/16/2024

Complaint: 21090105

I am rejecting this response because:
There is no resolution to speak of. I spoke with the district manager who said she would review video footage. I was told that the landlords of the DG buildings in this case refused to upgrade the internet so the check cashing machine and debit cards could be used. She stated that DG was assuming costs and it should be taken care of by this week. She also agreed that the store cannot accept paper checks if the machine or internet is malfunctioning. I think this is wrong and should be changed! I also never received an apology for being kicked out of the store wrongfully. I never heard back about the situation with the store employees after initially speaking with the district manager who promised to view the footage. I have been expecting a phone call after she did so for more than a week. I wrongfully assumed she would be mortified at my treatment and reach out with an apology right away. I still have questions about why DG will not accept a paper check when their machine is down. I am NOT a pleased customer in any way!
Sincerely,

*********************
Customer Answer
Date: 01/25/2024
After being assured by the district manager that the check cashing machine and debit card transactions would be available last week, I found out today that this was untrue. DG is still not accepting checks & are still forcing you to use the Uscan if you have a debit card. This is totally unacceptable! I left without purchasing anything and will not be back until the situation has been rectified! Do better DG!
Business Response
Date: 02/08/2024
February 8, ****

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********,** 37219
Case # ******** Customer: *********************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding a visit to our store in ********, **.
We have confirmed our district manager has spoken with our customer and resolved her complaint.
We are confident this matter has been appropriately addressed and resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 02/10/2024

Complaint: 21090105

I am rejecting this response because: DG is still not accepting checks! I would like someone to inform me about what happened after the security cameras were viewed, as I deserve an apology for the assault that I suffered in your store. This is NOT finished as nothing has been done!

Sincerely,

*********************
Initial Complaint
Date:12/26/2023
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.
I own a business next to dollar general. I just bought the building at the end of June. Shortly after buying the property I learned that they damaged a tree during their construction. They cut the whole root system causing this huge tree to start dropping toward my building. Not only did they cut the roots but they cut part of the tree. This tree is in the middle of the pin that marks the property line. I have had two arborists confirm and send a certified letter that the tree was damaged from construction and that the tree is on the verge of falling. It is getting worse and worse and needs to be taken down immediately. I have been trying to get ahold of someone repeatedly and they ignore me. I have contacted a lawyer at this point and will be proceeding with legal action. Furthermore they have trash blowing all over our yard from their dumpster. I have repeatedly asked them to clean this up and it continues to happen. They need to put a fence up so we dont have to deal with all of this litter. It is appalling that a business next door to us has caused this many problems and have made no attempts to resolve the issue.
Business Response
Date: 01/15/2024
January 15, ****

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********,** 37219
Case # ******** Customer: ***************************
Dear **************:
Thank you for notifying us of the complaint from the neighbor of one of our stores in *********, **.
Upon receipt of this complaint,we shared her complaint with the appropriate teams and asked if they would be able to respond as our customer mentioned she has contacted a lawyer and will be proceeding with legal action. When we receive the response,we will reply to this complaint.
Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 01/16/2024

Complaint: 21051286

I am rejecting this response because: I havent heard anything for dollar general in months. Until I hear a resolution and the tree is down I wont be happy. I still have not been contacted.

Sincerely,

***************************
Business Response
Date: 02/07/2024
February 7, ****,

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box 198436
*********, ** 37219

Case # ******** Customer: ***************************

Dear **************:

Thank you for notifying us of the rebuttal to our response from the neighbor of one of our stores in *********, **.

As mentioned in our reply, as our customer mentioned she has contacted a lawyer and will be proceeding with legal actionwe will be unable to have any further communication with her regarding this claim.
Thank you for bringing this rebuttal to our attention.

Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
Date:12/21/2023
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.
We are a nonprofit that provides gifts for needy children at Christmas. We purchased $10 gift cards to give to families if they could not find a gift for their children. We have **************************************************************** their cash registers (b/c they have updated their machines). I have worked for 2 MONTHS and they have failed to return the money we paid for these gift cards. I have taken a picture of both the front and back and still nothing. This $ needs to be put back in the program.Our program is a nonprofit called ***** Christmas Program under the ******** Area *******************. See ******** page "***** Christmas Program". 717 children received gifts of clothing, toys, hats/gloves, socks/underwear, dental items, a book, and a blanket.
Customer Answer
Date: 12/23/2023
Dollar General Store #*****
*************** Plz
******** ** 14527-1811
Customer Answer
Date: 01/02/2024
Dollar General Store # *****
*******************************************; ******** ** 14527-1811
Dollar General Store # ? can't read my receipt
**********************************************
Customer Answer
Date: 01/02/2024
I was able to find a receipt (I am positive there are more ) where we purchased 15 $10.00 gift cards for our needy children on 9/18/2017 at the Dollar General Store # ***** at
***********************************************************************.
Business Response
Date: 01/13/2024
January 13, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********,** 37219
Case # ******** Customer:***************************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding several ********************** gift cards purchased that did not scan.
Upon receipt of this complaint, our card specialist reached out to our customer, and they are still in the process of communicating as we are working towards resolving this concern.
We are confident this matter will be addressed, and we will send a reply once we confirm this complaint has been resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 01/18/2024

Complaint: 21043671

We are rejecting this response because: They have failed to contact me after I was told it was being referred to another individual. We have been waiting since October for
Dollar General to refund the $210 to our nonprofit to help our needy children. The gift cards we have in our possession will not swipe in any Dollar General Store.
Sincerely,

***************************
Business Response
Date: 02/07/2024
February 7, ****

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********, ** 37219
Case # ******** Customer: *************************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding multiple ********************** gift cards that were not able to be redeemed.
Upon receipt of this complaint, we reached out to our customer for more information and once received we partnered with our ******* Services team who deactivated the customers cards and reissued new cards. We should be able to get these in the mail to our customer, at the address provided I her complaint, within the next seven to ten business days.
We apologize to our customer and her organization, and we are confident this matter has been appropriately addressed and resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 02/13/2024
I am unwilling to accept this response until I have actually received the new gift cards and have found that they will swipe successfully.
Our nonprofit for needy children have waited months for this issue to be resolved and we find that to be unacceptable and will no
longer ever be a customer at our ********************** Store.
Initial Complaint
Date:12/16/2023
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.
Issue is a bit long, please be patient, thank you.DG sometimes run gift card sales, and I buy quite a few during those. In the ad there is no limit stated, so at first I was buying multiples, one per transaction as told by cashiers. However the *** fails activation after a few, printing receipts attached below. Last winter I bought around 30 GameStop cards, with 3 activation failure. One of them was refunded properly, the rest two never.At one store, the manager and I called Incomm together. Then he contacted your fraud or loss prevention department. A few days later I was told your fraud **** thinks I am a fraudster gaming your system, and he can no longer sell me gift cards and no further help.At the other, the manager contacted fraud **** and they said funds were returned, the text in the image is written by her. I waited and never got any, then was told the same.Next I contacted customer care on your website, a specialist ************** asked for pictures, which were sent over. Then I was ghosted, even after a followup. Email thread attached below.Then kind of got burnt out and did not pursue. I continue to buy cards during your sales, totalling over 100 cards and not a single failure, since now I knew the *** issue. Then I started to hear accusations from your fraud **** at local stores. They asked stores why would I continue if I'm losing money? Well I buy cards from other retailers too, failures do happen but it is always refunded right away or in a week. Today there is a one day sale, a store informed me they were told that I buy cards and ask for refund at another store, so I am banned.I do not know why your fraud **** is so incompetent and ********* accusations like above. I also do not know whether that is considered an issue or not, but I do know I am long overdue for a refund of those two cards. I am happy to provide bank statements for evidence if needed, and answer any question if any, thank you very much.
Business Response
Date: 12/23/2023
December 23, 2023

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********, ** 37219
Case # ******** Customer: ***********
Dear **************:
Thank you for notifying us of the complaint from our customer regarding the purchase of multiple Game Stop cards purchased last winter from our stores.
Upon receipt of this complaint, I reached out to our card specialist who is working with our third-party vendor to determine the status of the cards referenced in their complaint. However, due to the number of cards purchased and the amount of time that has passed, this procedure is taking a bit longer to research, and we hope to respond to the card issue as soon as our vendor team responds.
We are confident we are doing our best to investigate and address this response and we hope to have a final reply within the next five to seven business days. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 01/03/2024
Hello **************,
Since the business indicates that they need more time, let us wait for their further reply, thank you.
Regards,
Di
Customer Answer
Date: 01/04/2024

Complaint: 21014690

I am rejecting this response because:

Hello **************,
Since the business indicates that they need more time, let us wait for their further reply, thank you.
Regards,
Di
Business Response
Date: 01/13/2024
January 13, 2024

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********, ** 37219
Case # ******** Customer: ***********
Dear **************:
Thank you for notifying us of the complaint from our customer regarding the purchase of multiple Game Stop cards purchased last winter from our stores.
Upon receipt of this second communication,I reached out to our card specialist who is still investigating our customers concern. We do apologize for the length of time it is taking to address this issue,but these are several components involved in determining the resolution.
We are confident we are doing our best to investigate and address this complaint and we will communicate directly with our customer and submit a response to the ********************** as soon as we have a final resolution. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 01/19/2024
Hello, since they are asking for more time let us wait a bit longer. Moreover, I did receive an email from Dollar General on Jan/11, and replied same day, where we exchanged some facts and the ways to proceed. The message forwarded from the business here is dated Jan/13, so it's more up to date. I have attached their email and my reply below in case BBB needs those, thank you for the help and patience.
Email from Dollar General on Jan/11/2024:
> Hello Di,
>
> We are showing cards **** and **** have been redeemed. I am unable to provide refunds for redeemed cards. If you did not use the cards please reach out to Gamestops customer service and open a fraud claim so they can investigate the charges. I sincerely apologize for any inconvenience this may cause.
>
> Kind regards,
>
> **************
> ************* Specialist
> **********************

My reply on Jan/11/2024:
> Hello ******,
>
> Glad to hear back from you again. It seems we are still not on the same page, so lets get things straight between the three of us, Dollar General, Incomm and me.
>
> As you suggested, earlier this year I myself did call Incomm and send them the receipts. They said they did not receive the funds and cards are inactive, just as stated on the receipt, CARD ACTIVATION HAS FAILED. Later the store manager at **** and I called Incomm together as a business, and this is confirmed again, both cards are not active and no funds on their end. If you have any communications from Incomm saying otherwise, please forward them to me if possible. If not, another option is a 3 party call with Incomm.
>
> That being said, both receipts say a refund is due and this is what your fraud **** agreed with on Jan/10/23, I am not sure about the reason about this discrepancy after a whole year? The total time the two managers and I spent on the phone with Incomm is close to 3 hours, and we all got a different answer from yours. Thats why they reached out to the fraud department for me in the first place, and both cards are kept at the store, so it is impossible for anyone to redeem them at all. Plus, as mentioned in the complaint I did have another card failing activation, but the cashier is experienced and she knew how to do the refund on your system. I can provide bank statement showing this correct refund in case you need it.
>
> Looking forward to your reply, and happy new year.
>
> Regards,
> Di
Customer Answer
Date: 02/01/2024
Hello there,
Per the last communication on Jan/13 from Dollar General they are still asking for more time, I am not sure what BBB could do if the business just keeps doing this? The complaint was filed on Dec/15/2023, so one month and a half by now, admittedly a holiday season in between but still very slow. Dollar General so far has not produced any tangible progress, so let me know what the options are in this case, thank you.
Business Response
Date: 02/17/2024
February 17, ****

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********, ** 37219
Case # ******** Customer: ***********
Dear *************:
Thank you for notifying us of the complaint from our customer regarding the purchase of multiple Game Stop cards purchased last winter from our stores.
Upon receipt of this complaint, after working with our card specialist and our third-party vendor, it was determined we owe our customer a refund for two cards. At present we are waiting for our district manager to confirm he has reached out to our customer and arranged for the refund to take place.
We are confident we are continuing to do our best doing our best to address this complaint and we hope to have a final reply within the next five to seven business days.Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 02/23/2024

Better Business Bureau:

I have picked up the two refund in full from the two stores on Feb/22/2024, and had a very pleasant in person conversation with one of the two district managers. We cleared up all the previous misunderstandings, exchanged the latest policy and promised to inform several local stores about this update, so hopefully we will not run into any hiccups in the future.
Many thanks to BBB for the help over the last 2 months, and DG for the help over the last 14 months. Quite a journey we had, anyway have a nice weekend everyone.

Sincerely,

***********

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