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

530 total complaints in the last 3 years.
146 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:12/20/2022
Type:Service or Repair 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 at my local Dollar General Store #**** around 9AM today. It was cold out, about 10 degrees. I walked in and it was freezing in the store. There are usually a lot of folks shopping at that time of day there and no one else was there besides the Coke delivery driver and 1 employee that I interacted with. I picked up a few things and went to the register where the employee was in her coat and stated how cold it was and asked if the heat was broke. She said yes and she was told that corporate wouldn't send anyone out to fix it until it got down to 30 degrees in the store! Then her register quit working - most likely the cold doesn't do it much good. I told her I was sorry she had to work in those conditions. I came to my office and immediately called Dollar General Corporate and was on hold for more than 35 minutes when I had to end the call. No one ever came on the line. I emailed The *** ***************** while on hold to make him aware of this situation and to see if he could get a repair crew there today. Since it is so cold outside and we are predicted to get down to 40 below windchills by Thursday I felt I needed to file this complaint immediately. I just want the company to have better conditions for their workers and customers. This store seems to always get the short end of the stick and it isn't fair to our rural community.
Customer Answer
Date: 12/30/2022
The store location that I referenced is Store ****************************************** . It is at the top of the receipt I submitted.
The address is
*******************************************************
********, **** 51632
Business Response
Date: 04/09/2023
April 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 store temperature at our location in ********, **. My sincere apology as I believed this complaint was responded to shortly after it was received.
Upon receipt of this complaint, I partnered with our district manager who tried to reach our customer at the number listed in her complaint. However,she reported there was no answer and no opportunity to leave a voicemail, so she was going to continue to try until she made contact. This complaint was also escalated to our Store Facilities Maintenance team where it had already been reported and a repair ticket had been generated.
We are confident this matter was investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 04/12/2023

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:12/19/2022
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.
I signed up for the stores digital coupons/rewards program where digital coupons are attached to a phone number led account and applied at checkout when the num,ber is put in at their register. The business has yet to apply a single discount costing me extra money on products i woul;dnt have other wise bought, the clerks will not apply the discounts manually, customer service has ignored the issue or not understood what i was explaining and the rewards account states no actual savings year to date. I have provided screen shots of receipts and the coupons on my account and have been waiting weeks for a reply that was guarenteed to be 1 - 4 business days. On the phone customer service agents lie about their names, claim coupons expired without even inquiring which coupons are being referenced and then leave you on hold indefinitely.
Business Response
Date: 02/02/2023
February 1, 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 her digital coupon account.
Upon receipt of this complaint, I partnered with our digital team and was informed their team had communicated with our customer via email, and they had resolved her concerns.
We are confident that this matter has been thoroughly investigated and addressed. Thank you for bringing this matter to our attention.

Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
Date:12/19/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to my local Dollar General store in ****** ******** 12/10/22 on a Saturday to load money into my cash app. I pulled up the barcode on my cash app so the employee to scan the barcode. The barcode has 15 minutes before it expires so they scanned it twice first time it did not go through the system so they tried another barcode off my phone. This went through they said but I did not get the money loaded onto my cash app, I refreshed my cash app and still not money on there. My printer recite said it went to a card number ending in **** which is not my card number. I told the manager ***** but she was rude to me and cut me off every sentence until my parent was present. We called cash app for further information and they said they seen were the barcode had created but expired before use, I should the manger a voice recording from cash app and she did not want to hear it. She said its a cash app problem not them. She said she would check the register at the end of the day to check for an over money flow. Its gonna shows that she took the money in but after that the money did not make it to its destination which is cash app then my account. I need help with this Ive talked to attorney and no further response and corporate had failed to call me back after they said give them 24hrs.
Business Response
Date: 02/21/2023
February 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 card he was trying to load at our ******, ** location.
After location a copy of this transaction, I reached out to the appropriate teams and was advised our customer was entitled to a refund. Upon receipt of this information, I called our district manager so he could have the store process the refund and I called the customer to say we would let him know when the refund is ready to be picked up. I believe our customer is pleased with this resolution.
We are confident that this matter has been thoroughly investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 02/22/2023

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,

Amarian Lofton
Initial Complaint
Date:12/16/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went into the dollar general located on ****************** on December 10th of this year between 10:00 am and 10:34 am with the intention of getting cash back off my card. I asked who was the cashier at the time, which I was told it was the general manager ( ********************* ), if I could get cash back. He declined $20 and when I asked if he had a 10 at least he said I dont know, maybe in a real calm and rude demeanor. So I seen he was on bull c*** So I was walking to the door, he stops me and says hey I want to show you something. I didnt think anything of it because I never been in trouble before, he goes to show me a light skin individual that looks NOTHING like me. I confirmed that it wasnt me and he proceeded to say how Im not allowed. So I noticed he stopped what he was doing and went for a land line issued to the store. I began walking out. Got in the car and I see that he followed me out the store with the land line issued to the store, dialing, while looking at my car. *** attempted to contact the district manager and left enough voice mails, no call back. I called corporate twice, one, 2 days ago, was told Ill hear from the district manager within 24 hrs, called again yesterday and currently waiting the rest of that ********************************************* and I felt like they made it seem like Im being a nuisance to the company which isnt the case but Im offended. I couldve got in trouble for no reason and now these days people of different color arent always lucky and able to go home to their kids after that last simple encounter.
Business Response
Date: 02/02/2023
February 2,2022

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 location in ***********, **
Upon receipt of this complaint, I reached out to our district manager who reports he spoke with our customer, addressed his concerns and also shared his contact information should out customer wish to speak with him in the future.
We are confident that this matter has been thoroughly investigated and addressed. Thank you for bringing this matter to our attention.

Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
Date:12/10/2022
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 went shopping with a car full of items and after ringing me up the cashier tells me they dont take $100 bills. This has me perplexed. Is this not ****************************? Why arent we able to use cash at a cash register. This is unacceptable!
Customer Answer
Date: 12/16/2022
Dollar General
6273 **********, ****** **** 44256
**************
There is no store # posted on their website.

Business Response
Date: 01/17/2023
January 17, 2022

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, I partnered with our district manager who tried unsuccessfully to reach our customer to apologize for her inconvenience and to address her concerns. However, she was able to leave her name and number and as of this date, our customer has not returned her call.
We are confident at this time that we have done our best to resolve this issue. Thank you for bringing this matter to our attention.

Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
Date:12/08/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So *** had several in counters with the store manager *********. Who I would have never thought was store manager by the way she conducted her self. She called me a b**** and threatened to kick my a** When I filed a complaint and spoke with district manger it didnt sound like anything was going to be done. She said I was welcome back to shop but how would I feel going in with someone who threatened to beat me up . I want something done about this.
Customer Answer
Date: 12/22/2022
Hello , the store is located on ***** ************** ***** store manager I am filing the complaint on is **************;
Business Response
Date: 01/17/2023
January 17, 2023

Better Business Bureau of Middle *********
Attn: *************************;
P.O. **********
*********,** 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 have verified our customer was contacted by our district manager shortly this was first reported to our call center, at which time her concerns were addressed.
We are confident that this matter has been thoroughly and appropriately investigated and addressed. Thank you for bringing this matter to our attention.

Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
Date:12/08/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned merchandise to Dollar General in ***************. Its been 3 days and I have reached out several time to get my money but with no results.
Customer Answer
Date: 12/08/2022
Dollar General Store **************************************************************** ** 39341
Business Response
Date: 04/09/2023
April 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 receiving credit for a return from a purchase made at our store in ***** **.
Upon receipt of this complaint, we reached out to our payment services team and confirmed this refund had been processed. If for any reason our customer does not believe this is accurate, please ask her to email us directly so we can ask one of our customer care specialists to reach out to her.
We are confident that this matter has been addressed. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Initial Complaint
Date:12/08/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
There were 2 separate transactions made at the Dollar General Store #***** on 2 separate dates that involved loading money to their ********* financial product that is marketed and sold exclusively in Dollar General stores. In both transactions I used prepaid debit cards for $500 dollars each. The debits show on the cards as removing the money and now have no balance on either of them. ******,r when the transaction was attempted both times the only information presented to me at the time was a message on the card reader that said Unable to process request at this time. I assumed that meant it didn't go through and that I still had my $500 on the cards as that had been my experience when loading other financial apps such as **************** Serve, Cash App, Chime, and others at this location and other Dollar General locations. However, a few days later I was looking up each card to see if the amount was on them because I'd had other failures attempting to load elsewhere. Upon review of the account I see that it does in fact show that the money was missing and that I didn't get a refund as I'd expected. I went to the store and let them know what happened. These transactions happened on Nov. 20th and Nov. 21st. As of today I have no money in the account I attempted to load nor do I have the money on the cards anymore. There was proof of a receipt that showed a refund was due to me but then it also said ABORTED in big letters. However, regardless of what their books or anything else says I have proof that the network they use to add money to accounts took my money but did not in fact put it in my account. I will upload several pictures that show the debits from my cards and the dates with the store information. show that there are no credits to the accounts and I will also upload transaction history of the account I attempted to load. The initial purchase of the ********* temp card for $499 at Dollar General on Nov 18th is only "load" transaction.
Business Response
Date: 05/04/2023
May 4, 2023

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********, ** 37219
Case # ******** Customer: ***************************
Dear **************:
Thank you for notifying ** of the complaint from our customer regarding adding funds to a reloadable card at our Antioch, ** location.
Upon receipt of this complaint, we partnered with our third-party vendor and the response was incomplete, so we have reached out to our customer directly for the information needed to investigate and address his concerns.
We are confident this matter will be addressed and resolved. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************
Customer Answer
Date: 05/15/2023
I was just reached out to by Dollar General via email a few days ago. There has been no resolution yet and I want this complaint to remain open. I guess this email got lost from BBB concerning this issue. But it is not resolved and should not reflect as such.
Business Response
Date: 06/07/2023
June 7, 2023

Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********,** 37219
Case # ******** Customer:***************************
Dear **************:
Thank you for notifying ** of the complaint from our customer regarding transactions made at our store in Antioch, **.
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 to our customers satisfaction.
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: 06/15/2023
Was able to return phone call from District Manager on June 9th and just a couple days ago I went by the store and they refunded my money. This took entirely too long, but it has been resolved.
Customer Answer
Date: 06/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution of refunding my money was satisfactory to me although it took over 7 months to do it.

Sincerely,

***************************
Initial Complaint
Date:12/07/2022
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.
The prices for products are displayed lower for products then what they ring up at and they charge at the cash register.
Business Response
Date: 01/16/2023
Unfortunately, we are unable to process this complaint without the location of the store referenced by our customer. We will be glad to review once this information has been received.
************************* - **************************************************
Sent: Monday, December 26, 2022 4:29 PM
To: ************************* <*********************************>
Cc: ********************* <***********************************>
Subject: FW: You have a New Message from BBB Serving Middle ************************ ********, Consumer Complaint #********

*******************,

Will you please request the exact store location please?

Thank you,

*************************
************* Supervisor
**********************

From: Better Business Bureau <*********************************>
Sent: Tuesday, December 13, 2022 6:59 PM
To: ************* <*****************************************************************>
Subject: You have a New Message from BBB Serving Middle *********************** ********, Consumer Complaint #********

EXTERNAL MESSAGE WARNING! Carefully inspect this message for indicators of phishing. DO NOT click links, open attachments, or take other actions in any untrusted or suspicious message.

Better *************************
BBB PROVIDES A SERVICE THAT MARKETS
TRUST IN YOUR BUSINESS & BRAND
Company: Dollar General Corporation
Consumer: ************************

This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.

Please click on the link below to access BBB's *************************** System to read this message.

Go to: ***************************************************
Enter Code: 50224528-0C461

This is a no-reply e-mail. Replies to this message are not monitored or answered.
Please be sure to monitor your spam/junk/promotional folders for any future communications from BBB.

BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS & BRAND

Don't wish to be contacted by BBB? Click here to unsubscribe. This message and all attachments sent by BBB is a private communication, and it may contain confidential and/or privileged information. Any disclosure, copying distribution or use of the information contained in or attached to this message is strictly prohibited. If you have received this message by mistake, please notify the sender by reply email and then delete the message from your system without printing, copying or forwarding it. Thank you.
Initial Complaint
Date:12/07/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a DG Speedwell card and put $80 on my card. I was not aware they were taking $5 for a monthly fee. I called and told them I did not need a monthly fee this was a one time thing. **************** has hung up with me when trying to get my money returned. If I would take $5 from anyone's account that would be left. I just want my money returned.
Business Response
Date: 04/08/2023
April 8, 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 a Spendwell card.
Upon receipt of this complaint, I reached out to our third-party vendor,and they responded:
The customer purchased the Cash Back Reward card which has the monthly fee associated with the account. There were two different cards the customer could choose fromCashBack Rewards and the No Monthly fee. The only way the customer can switch accounts is to purchase and enrolled the No monthly fee card.
They added the customer signed the agreement upon registration, therefore they cannot waive the fees associated with the account.
We are confident that this matter has been investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,

*************************
Customer Relations Supervisor
**********************

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Dollar General is BBB Accredited.