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.

If you've experienced an issue

Submit a Complaint

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:12/12/2023
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 incident 12/12 13:29:22 Store number ***** I picked up a towel from the shelf with a price tag of $3.50. when I got to the register it rang up as $6.50. I told the cashier to cancel it because it wasn't the right price. Instead the cashier made me walk her all the way to the back and show her the price. She then called the manager and told him it was in the wrong place. Then the manager asked how many were there. I told him all of them were there. The cashier then motioned that there were only two. Which by all accounts is correct but there's only two of this towel in that store. She did not find the same towel with a price tag of $6.50 and she didn't even know where they were but decided to call me a liar and shame me in front of the other customers after making me go on a mission to the back of the store to prove it said it was $3.50 which is what I approved because she certainly never proved it was $6.50. then the manager came up and shamed me telling me it's not his problem if they put it in the wrong spot. Guess what it's not my problem either cuz I don't work there I don't know where the right spot is. I look at the price tag and I decide if I want to buy it. I don't have a scanner to make sure it's in the right spot. After all that I didn't even want the towel. I told her to take it off on the first place instead she called me a liar and shamed me and put me through all that just to give me that for $3.50 anyway. Then told me it's the only time they're going to do it. Well hopefully it's the only time you have to do it because if you put it in the right spot with the right price it doesn't happen.
Business Response
Date: 12/21/2023
December 21, 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 a visit to one of our locations is ********, **.
Upon receipt of this complaint, I partnered with our district manager who tried to reach our customer to apologize for his inconvenience and to address his concerns. Unfortunately, he was unable to reach him, but he was able to leave his name and number and when our customer returns his call, he hopes to be able to resolve his complaint.
We are confident we have done our best to address and resolve this complaint. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 12/23/2023

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:12/06/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11-30-23 I went into the Dollar General store in Saint ****** AZ, and purchased two prepaid debit cards from ************** 1 for $475 at 2:52 pm, and another for $238 marked at 2:55 pm. The lady who's name is ****** on the receipt "loaded" the cards gave me my receipts, and I went to activate them. When I tried to activate the cards they wouldn't, so I called the number to ************** They told me no money was loaded onto them, and I need to go back to the store. They also told me this is not the first complaint from that store. The people at the store told me the manager went home and they can't help me. I had to wait till Saturday. I went back on Sat, and the manager was acting very shady trying to avoid me, and when I talked to her she blew me off. Told me sorry not their fault, and she can't help me. She didn't even look into it. I called Corporate DG on 11-30-23 also, and the lady I spoke with said someone will contact me by the next day latest. That was Thursday. It's Monday afternoon now. The total for all this was $718.92, but I had bills to pay and Christmas too. Christmas is just a phew weeks away, and that was all my money. I have been saving that money since this summer. Western Union says not their fault Dollar General says not their fault either. Meanwhile Im screwed. That was all my savings, gone. Someone is responsible, and I just want my money back. I will never get a prepaid Debit card again. I have uploaded pics of the receipts to the 2 transactions.
Business Response
Date: 12/21/2023
December 21, 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 a purchase made at our store in *************, **.
Upon receipt of this complaint, after we reached out to our district manager we were informed our customer had been 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
**********************
Initial Complaint
Date:12/05/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dollar General bills itself as a ***** shipping office. Today, the location on ***** *******., in Astoria, ** refused to accept a 20-pound pre-paid ***** Ground package, no larger than 20 inches on its largest side, saying it was "too big." I even offered to put it up on the shipping shelf for them. They refused. They said they don't accept anything over 40 pounds. I told them it was less than 40 pounds. They refused again.They suggested I bring it to the Steinway ***** store, which would be an additional 25-minute walk, 10 street blocks and *********, after already walking six blocks to the first location. Carrying a 20 pound package. No thanks. If they're not going to honor their commitments to ***** customers, how can they be listed as a ***** authorized shipping center?
Business Response
Date: 12/21/2023
December 21, 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 a visit to our store in Astoria, **.
Upon receipt of this complaint, I partnered with our district manager who tried to reach our customer to apologize for their inconvenience and to address their concerns. Unfortunately,he was unable to reach them, but he was able to leave his name and number and when our customer returns his call, he hopes to be able to resolve their complaint.
We are confident we have done our best to address and resolve this complaint. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 01/01/2024
A company representative reached out about the complaint but has offered no course of action to address the problem.
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 response from our customer regarding our reply to their complaint concerning a visit to our store in Astoria, **.
Upon receipt of this rebuttal, I again reached out to our district manager with a request he again contact our customer to address and resolve any additional concerns our customer may have.
We will continue to do our best to address our customers complaint. Thank you again for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
Date:12/04/2023
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 arrived to your store at 9:57 the cashier came to the door and locked the door and will not let anyone in but the store signs say y'all close at 10:00 this happened on December 4th 2023 at ***************************************************************************************** . I'm very disappointed I had just gotten off work and I just only had to run inside and grab an item.
Business Response
Date: 12/21/2023
December 21, 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 a visit to one of our stores in **********, **.
Upon receipt of this complaint, our district manager reached out to our customer at which time she addressed and resolved her concerns.
With my apology for a delayed response, 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: 12/22/2023

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:12/04/2023
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.
Dear Better Business Bureau,I am writing to express my concerns regarding a recent purchase I made at Dollar General and to seek assistance in resolving this matter. On November 22, 2023, I purchased a heater from the Dollar General store located at ***************************************************. Unfortunately, my experience has been less than satisfactory, and I believe there may be a misunderstanding regarding the store's return policy.Upon purchasing the heater, I noticed that there were no signs posted indicating that all sales on heaters were final or that they could only be assessed through trade-ins. It was only when I attempted to return the product that I was informed of this policy by Dollar General staff.I kindly requested clarification on this policy and asked to see where it was stated in the store, but the staff was unable to provide me with any documentation or show me where such information was posted. This lack of transparency has left me feeling frustrated and uncertain about the terms of my purchase.Given the absence of clear communication regarding the return policy at the time of purchase and the inability to locate any such information in the store, I am reaching out to the Better Business Bureau for assistance. I believe it is essential to ensure that consumers are provided with transparent and easily accessible information about return policies to make informed decisions.I kindly request your intervention in this matter to help clarify the store's policies and explore possible resolutions. Your assistance in facilitating communication with Dollar General would be greatly appreciated.Thank you for your attention to this issue, and I look forward to your guidance in resolving this matter.Sincerely,***********************
Business Response
Date: 12/09/2023
December 9, 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 a purchase made at one of our stores in *****, **.
Upon receipt of this complaint, we asked our district manager to reach out to our customer and she responded she had the opportunity to speak with our customer at which time she addressed his concerns and discussed arrangements to resolve his complaint.
We are confident this matter has been appropriately addressed and it will be resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 12/11/2023

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
Date:11/29/2023
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.
On *****, Thanksgiving I went to Store #***** to get some snacks and storage containers, ran my card, cashier stated it was declined, I pulled up my online banking and the total $60.06 WAS DEDUCTED TO DOLLAR GENERAL! The employee then proceeded to make me pay Cash so I PAID TWICE and have PROOF, and NO ONE AT STORE WILL REFUND ME!!! They STOLE my money!!! When the manager **** tried to call someone at corporate, the # was disconnected!!! He told me to just dispute it with my bank!!! Seriously, THEY stole my money and I, being disabled, has to fight every *** d*** and ***** to get MY money back that THEY stole from me. I can not believe the state is allowing this company to open stores everywhere while stealing from customers
Business Response
Date: 12/09/2023
December 9, 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 a transaction she made at our store in **********, ** on Thanksgiving Day.
Upon receipt of this complaint, as well as the complaints we received from our customer via email,we reached out to our ******* Services team and we responded to let her know we confirmed with our ******* Services team we have not received any payment from this transaction, adding that sometimes in this situation the bank puts a hold on the funds for a little bit before releasing them. We then suggested she reach out to her bank as they will be able to resolve the issue on their end.
We are confident we appropriately investigated and addressed this complaint. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 12/11/2023

Complaint: 20931067

I am rejecting this response because:
It is absurd that I had to contact the BBB to get ANY contact from DG management!! I DID contact my bank and they informed me it would be 90 Days to investigate!!! Meanwhile I am OUT MY MONEY!! And DG does NOT have the courtesy or compassion to reach out and apologize or do Anything to show they truly are sorry But they are not, they got my money from my bank AND my Cash, thats all they show they care about Their Money. When I was a business owner, I would be ashamed and humiliated and embarrassed if any of my employees and management treated my customers with the disrespect and lack of care and compassion.
A Simple phone call from Management could have gone a long way and saved a lot of hassle and emotional anguish caused to me by your company and employee
Sincerely,

*********************************
Initial Complaint
Date:11/28/2023
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.
Please see attached document to avoid the character limitation. Thank you.
Business Response
Date: 12/09/2023
December 9, 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 special priced items during our Thanksgiving Day promotion.
Upon receipt of this complaint, I reached out to our district who responded she emailed our customer with a goal of meeting him 12/5/2023 to complete his transaction.
We are confident with this information that this matter will be appropriately addressed and resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 12/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate your assistance in helping me complete my transaction. I will be reaching out next year to complete the same transaction.

Sincerely,

*************************
Initial Complaint
Date:11/27/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction was Saturday November 25th at 2:03 p.m. I always clip every coupon every week for Dollar general and go into use those coupons on Saturdays only. On last Saturday I only got $5 off of my order when I went back to review my coupons over $12 did not attach. This is not the first time This is happened I have reached out to Dollar general via email many times but never give resolution
Business Response
Date: 12/02/2023
December 2, 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 a November 25th transaction made using her digital account.
Upon receipt of this complaint, I reached out to our digital team and was informed the only coupon they found that did not attach was Save $0.50 ONE Mr. ***** Product (excludes trial/travel size).
Due to several coupons lasting the entire month of November, our customer may have forgotten she previously used a coupon. That could be the case with this coupon: Save $3.30 TWO Febreze Products (excludes Unstoppables,Heavy Duty, Ember, Wood, Ocean, Mountain, and Kitchen Odor Eliminator Scents,Plug Warmer, and trial/travel size).
If our customer feels this is incorrect,please ask her to email our digital team directly at ***************************************
We are confident we have done our best to investigate and address this complaint. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 12/16/2023
This issue is still not resolved
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 reply from our customer to our response to her complaint regarding a November 25th transaction made using her digital account.
Upon receipt of this reply, I reached out to our digital team again and was informed they have re-reviewed our customers account and her 11/25 purchase they still do not see any other offers that would have attached. If our customer can provide more information or details on the $12 in coupons she feels did not attach, please ask her to reach out to our digital team directly at ************************************** and they will be more that happy to assist.
We are confident we have done our best to investigate and address this complaint. Thank you for bringing our customers reply to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 01/04/2024

Complaint: 20921008

I am rejecting this response because: The coupons delete once they are expired I would not have a way of bringing up coupons dollar general's platform. I would think if anyone could get that data it would be dollar general. I have been told different things I have been told some systems which are considered new do not stack the $5 off $25 as well as the $5 off $20 of gain products is this correct?

Sincerely,

*************************
Business Response
Date: 01/13/2024
Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box 198436
*********, ** 37219
Case # ******** Customer: *************************
Dear **************:

Thank you for notifying us of the rebuttal to from our customer to our reply regarding a November 25th transaction made using her digital account.

In response to our customers rebuttal, the Gain coupon available for the date of her purchase was Save $5.00 - SAVE $5 on any Gain scented purchase of $30 or more. Perhaps our customer thought it was off $20 or more scented Gain. We do see where she purchased a Mr. ***** with Gain that was eligible and a Mr ***** Meadow Rain that was not eligible. Perhaps our customer thought she purchased 2 Gain scented and the coupon only had the $20 threshold.

If our customer feels this is incorrect, please ask her to email our digital team directly at ***************************************

Thank you for bringing this rebuttal to our attention.

Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 01/19/2024

Complaint: 20921008

I am rejecting this response because: The coupon and question is as follows; FebrezeR Spray, Small
Spaces
$3.50 Final Price
With Coupon
Save $2 with DG Digital Coupon
Valid January 07, **** - January 13,

I purchased a two pack of febreze and was charged the total price at 5:50.

Sincerely,

*************************
Business Response
Date: 01/24/2024
January 24,****

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

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

Thank you for notifying us of the new complaint connected to our customers previous complaint.

Upon receipt of this complaint, concerning a January 7, **** purchase made with her digital account I reached out to our Digital team and learned our customer had reached out to them directly, at which time they investigated her concern, verified her coupon did not come off her purchase, and they arranged to send her a gift card to compensate for this error.

I believe this matter has been appropriately investigated and addressed. Thank you for bringing this complaint to our attention.

Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
Date:11/20/2023
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.
Made purchase at dollar General in ********* on 9/16/23. Cashier failed to take off the digital coupons in the amount of $7. Did not see this till I got home - I live in another town. Immediately called them and the employee said they could do nothing unless I came back in and I replied not reasonable since I live in another town. Said to call customer service. I did. Gave me Case #******* and said they'd forward to a regional mgr who'd get back to me within 48 hours. NO contact. I've called 6 times -- no one gets back to me EVER and was promised on 9/22/23 a $7 gift card. Called 9/16/23, 9)19/23, 9/20/23, 9/22/23, 10/20/23, and 11/20/23. Each time I was told someone would get back to me within 24 hours. Today (11/20/23) I was told that someone from the digital care team would contact me within an hour - I gave them my email address. What horrendous business practices.
Business Response
Date: 11/22/2023
November 22, 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 a purchase made at our store in ******,**.
Upon receipt of this complaint, we learned a customer care specialist customer from our digital team has reached out to our customer via email to ensure her complaint is investigated,addressed, and resolved. We ask our customer please allow three to five business days to receive a reply and resolution.
Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 11/28/2023
I have been told multiple times that they would take action with regards to my complaint. Yes, a customer care representative reached and and said that they would give me a gift card. LATER they responded back that it will take 2-3 weeks. NOT satisfied until I actually receive it. I have been told this twice before with regards to this complaint, so I guess it's a wait and see at this point. DO NOT dismiss the complaint. Thank you.
Initial Complaint
Date:11/20/2023
Type:Service or Repair Issues
Status:
UnpursuableMore 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.
Someone stole my card and knew my pin code to it and used it. I have gotten a new card but my money is gone I am devastated I needed that to pay my rent and get birthday gifts for my daughter. If I can get a refund i would really appreciate it alot.

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