Complaints
This profile includes complaints for Dollar General's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 531 total complaints in the last 3 years.
- 147 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
11/26/22 store #***** I attempted to use my digital coupons & was advised by the Assistant Manager that my digital coupons werent taken & I advised her I got the correct items and she advised me that well if it dont take then I cant do nothing &i advised her its their ************** manager so Im sure she can enter it manually she then told me to step out of line so she could assist a couple of customers then shed assist **** wait around 5 minutes and asked if she could go ahead and assist me so that I could leave and she told me to get to the back of the line because shes busy and her line was long. Which I refused. She was very rude but the issue that I have is that theres been numerous occasions when Ive attempted to use the digital coupons from ****************************** system either doesnt apply them or only applies some!! Theres also the issue of the shelf tag shows one price however their register rings a different price & each time I have asked about this Ive been told its nothing they can do at the store and the info has to be changed in the system by the higher ***** *** asked to be charged the price on the shelf and was told they could not!!! I think this is deception advertising and selling practices as its taken place at other locations as well and Ive experienced this at no less than 5 locations over the last couple of years!!! At this point I feel like something needs to be done to correct these issues! Dollar general advertises digital coupons to save the customers money yet their shelf prices dont match whats in their registers & at times Ive not realized this until the transaction is finished & Im reviewing the receipt at a later time and see that the prices were incorrect & digital coupons werent applied. Please assist if possible. Thank you in advanceCustomer Answer
Date: 12/06/2022
Dollar general location **** ************** ******* ***** 77088
Business Response
Date: 04/05/2023
April 5, 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 in *******.
Upon receipt of this complaint, we forwarded to the appropriate district manager, however we are unable to locate a copy, so we have resent the complaint. I have also spoken with our district directly and he was anxious to reach out to our customer to apologize for her inconvenience and to address and resolve her complaint.
We are confident this matter will be thoroughly investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
*************************
Customer Relations Supervisor
**********************Initial Complaint
Date:12/06/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered an item on line and it came damaged. I learned from the website that I had to pay for return shipping. I tried calling and asked for a call back which I have yet to receive. I also emailed twice and didn't receive a response to either of those. I would like a refund. The website said I couldn't return it to a local store. I paid $32.63.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 us of the complaint from our customer regarding an online order placed via our website. My sincere apology for the delay in responding.
Upon receipt of this complaint, I reached out to our e-commerce team and as there is no record of their response, I have reached out again today to ensure this issue was addressed and resolved. Upon receipt of their response and or confirmation I will send an additional reply.
We are confident that this matter will be thoroughly investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
*************************
Customer Relations Supervisor
**********************Customer Answer
Date: 05/04/2023
Complaint: 18531695
I am rejecting this response because: still waiting for a response. I have since gotten rid of the damaged item because there was no response for months to all the emails and this complaint to the BBB. And although nothing was ever addressed still feel entitled to a refund
Sincerely,
***********************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 us of the complaint from our customer regarding an online order placed via our website. My sincere apology for the delay in responding.
Upon receipt of this complaint, I reached out to our previous e-commerce team, and they responded they were not familiar with this issue. I then partnered with our current team who reached out via email to let her know they have processed her refund.
We are confident this complaint was addressed and resolved. Thank you again for bringing this matter to our attention.
Sincerely,
*************************
Customer Relations Supervisor
**********************Customer Answer
Date: 05/09/2023
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:12/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was doing my Christmas shopping and was checking out and the cashier had the nerve to tell me not to come back because she felt it was too cold and I would get sick...that's not for her to say..if they don't want my business.ill just give my business to walmart.no cashier should be telling customers when to shop.without customers they wouldn't be in business.that was very disrespectful and rude. Dollar general has very disrespectful and rude employees including management.i want this put on file so it's been documented.Business Response
Date: 03/19/2023
March 19, 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 location in *********, **.
Unfortunately, I am unable to locate our tracking information to determine whether this issue was resolved, so I have reached out to our customer via the email address included in her complaint.
With sincere apology to your office and to our customer, we will ensure this complaint has been addressed and resolved.
Thank you for bringing this matter to our attention.
Sincerely,
*************************
Customer Relations Supervisor
**********************Initial Complaint
Date:12/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The Dollar General in ********* ******* used to be the place that everyone went in *********. Adding in the fresh vegetables should have more than doubled your business. But every time I go by there the parking lot is a ghost town. I can tell you exactly why. Severe mismanagement. There is no one in charge. No one ordering products to go on the shelves, as a result the shelves are bare. The employees that are there are lazy and rude to customers, as was the case this afternoon. I went to get five things, you were out of four of them. I got the one thing I did find and went to check out. There was one line open, usually you have to go find an employee. The line had 4 people in it so I went to self checkout, two of which just said Sorry. Yes you are a sorry excuse for a convenience store. The other two self checkouts were working, somewhat. They couldnt take cash, despite not saying anywhere that they couldnt take cash. Enter your employee ***** who was very rude. I about told her she could shove the beef broth where the sun doesnt shine. She said Go over there, these dont take cash in a very nasty tone of voice. I asked if she could open another register. She just said No and went back to doing nothing. I told her that is the reason you dont have many customers anymore. She just said I dont care. I said maybe youll care care when I contact the corporate office. She saidNope, they can send anybody they want here and I still dont care. From now on if I need to go into dollar general I will pay in pennies just to be as much of a pain in the **** as your nasty employees. It is obvious that you need to do some personnel changes and actually stock your shelves. I went on vacation a couple weeks ago and went to a dollar general. Their shelves were fully stocked. Grocery stores and pharmacies are fully stocked. Its not a supply issue it is a management issue.If nothing is done I will go to the next city council meeting to urge them to revoke your business permit, as your store with its lazy, rude employees and bare shelves, is an embarrassment to our community. I will also post this on several online community forums. If the city council doesnt act to revoke your business permit I will run against them in the next election and if elected you are done in this town.Customer Answer
Date: 12/07/2022
The Dollar General store in question is located at:
***********************************************
However, this complaint is against Dollar General corporate office.
Business Response
Date: 03/15/2023
March 15, 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 our location in *********, **.
Upon receipt of this complaint, I partnered with our district manager who reached to our customer to address his concerns regarding a store associate,stock levels and available check out registers. Our district manager also gave our customer his name and direct number so our customer could contact him should he have any further questions or 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
**********************Customer Answer
Date: 03/16/2023
Complaint: 18519106
I am rejecting this response because:While the district manager did reach out to me and did provide his phone number, he continued to hide behind the supply chain excuse. This is obviously a lie, as other stores are not having this same problem. While the staff that is in there now seems to be much more customer friendly the store still looks like something out of Soviet ******, most of the shelves are completely empty and have been for weeks. This store is still an embarrassment to Dollar General name, which apparently you dont care about, but it is also an embarrassment to our community. For this reason I will urge the city council to deny Dollar Generals business permit, if they do not I will run for city council myself and vote to deny your business permit.
Sincerely,
*********************Business Response
Date: 03/26/2023
March 26, 2023
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 his complaint concerning our location in *********,**.
Upon receipt of this rebuttal,I reached out to our district manager to check on the status of overall merchandise availability and once I receive his report, I will share this information.
Thank you for bringing this rebuttal to our attention.
Sincerely,
*************************
Customer Relations Supervisor
**********************Initial Complaint
Date:12/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Incident happened on Nov 29 2022 at approx 12 45 pm give or take an hour, while I was in store looking for the items I was about to Purchase , A man worker stalking shelves said to me what are you gonna fill up ur backpack to steal, I thought he was joking so I said yeah did you wanna share he didn't laugh I said are you serious your kidding right? He said no I'm not you stole from us we have it on camera I said no I didn't id like to see that on camera because it doesn't exist..because I don't steal I never stole and I'm not a thief..he said you got away with it last time you won't get away with it again, I said what kind of drugs are you on you have me mistaken or something he said no it was you..so I went up to register with my stuff to purchase I said to **********'m not going to shop here because that guy accused me of stealing... mind you the store was full of people... then another female employee butted in and said you did steal we have you on camera we don't want you here don't come back leave I said you are full of it and you are a liar I left..I felt harassment defamation slander..gainst me I called police I talked to ******* asked if he could send someone to view video to clear my name..he said it was a civil matter I also called corporate I had called corporate prior and never got a call back from district or regional manager I doubt they will call.. To resolve this matter I would like the videos reviewed to prove they were harassing me because I came in with a backpack I would like an apology face to face from both employees and to admit they lied and they were wrong Accusing me of stealing in front of all the other customers defamation of character I was and am very upset by this I have every right to be, feel free to call my phone if you have any questions , I've spent thousands at that dollar general and this is the appreciation I get being accused in a hateful manner of something I did not do, 2 employees I have description of them no names....Business Response
Date: 03/19/2023
March 19, 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 one of our stores in *******, **.
Upon receipt of this complaint, I partnered with our district manager,unfortunately, I am unable to locate his response and he is no longer with the company.At this time, I have reached out to our customer via email to inquire whether her complaint was addressed and if it was not, we will forward to the appropriate field manager to address.
Thank you for bringing this matter to our attention.
Sincerely,
*************************
Customer Relations Supervisor
**********************Initial Complaint
Date:11/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is in reference to the DG store at *******************************************. The store opened within the past 2 years and is basically brand new. I am writing as a very concerned customer and community member. The entire store is in disarray, every aisle is blocked with carts full of boxes/items and the whole place smells like rotten garbage. The carts in the aisles must be a fire hazard. You can't even see half of the items on the shelves. I imagine this is costing DG money because people can't buy what they can't see. Even though the mailing address is ****, we are actually in the Town of ***, a small town just north of ****. As a community member and local volunteer, going into this store makes me extremely sad . It's an insult to the town and the community, and the people who shop there. It's time to start holding the staff accountable, clean the store, stock the shelves and make sure that it stays that way.Business Response
Date: 03/19/2023
March 19, 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 one of our locations in ****, **.
My apology for the delayed response as upon receipt of this complaint our district manager tried several times to reach our customer, but he was able to leave him a voicemail. Our district manager also reported he personally visited the store finding no carts on the floor and the store was 70% recovered, adding there were issues in the past and he assured me they were being addressed.
We are confident that this matter was thoroughly investigated and addressed. Thank you for bringing this matter to our attention.
Sincerely,
*************************
Customer Relations Supervisor
**********************Initial Complaint
Date:11/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On or around October 28th, I purchased a $200 gift card at Dollar General. The recipient said card was not activated. So I brought card back to the store who gladly exchanged for a new card. The second card, my recipient said, had already been activated by someone other than him. Dollar General said they couldn't refund or exchange. I contacted ****** customer service and got a recorded message and disconnected. Store said ****** is responsible; ****** said store is responsible. Cards are sold thru a third party service. I had to get cash from bank to replace the card! I am fixed income and paying $200 the first time should have gotten an unused card. I am out the $200 plus the expense of a repurchase. I would like my money refunded! I am fixed income so this money needs to be replaced!Business Response
Date: 02/14/2023
February 14, 2023
Better Business Bureau of Middle *********
Attn: *************************;
P.O. Box ******
*********,** 37219
Case # 18475486Customer: *****************************
Dear **************:
Thank you for notifying us of the complaint from our customer regarding a ****** card purchased at one of our locations.
In reviewing this complaint,as our customer did not share receipt information nor a picture of the card referenced in her complaint, I reached out to her via email for additional information.Once we receive her reply, we will partner with our third-party vendor to investigate her concerns.
Thank you for bringing this matter to our attention.
Sincerely,
*************************
Customer Relations Supervisor
**********************Initial Complaint
Date:11/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a **** gift card to use for online shopping because the card stated safe and secure to use for online shopping, pay bills and travel. We attempted to use the card but it was declined stating the information on the card does not match our information therefore it thinks you are making a fraudulent charge. We then attempted to pay a bill but the same thing happened. We then returned the card to Dollar General for a refund and they attempted it 3 times but their system would lock up and shutdown every time. I spent several hours at the store on Saturday Nov 26 just to be told to return Monday Nov 28 when corporate offices are open. I returned Monday morning to spend another dew hours there just to be told by the manager that they can't help me anymore because corporate won't help them. He said our money is in limbo somewhere and he doesn't have permission to refund me the money until **** with the corporate office gives him the ok. I was given the name and number for **** and was told I have to now deal with contacting him. I have attempted to contact him several times but they are not answer the phones. The amount of the refund is $354.95 but we can't seem to get the money back from Dollar General. I had to take time off work today to spend several hours at the store to just be told here now you have to deal with corporate but yet corporate won't answer the phone or return phone calls.Business Response
Date: 01/03/2023
January 3, 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 card purchased at one of our locations in ******, **.
Upon receipt of this complaint, I reached out to our district manager and was advised the customer was refunded as soon as this issue investigated and with the brought to his attention.
We are confident this issue has been investigated and appropriately addressed. Thank you for bringing this matter to our attention.
Sincerely,
*************************
Customer Relations Supervisor
**********************Initial Complaint
Date:11/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I go into Dollar General all the time, we were very happy to have a store that close to our neighborhood, but they are a true minis, 60% of the prices on the shelves are wrong, the prices are one thing on the shelves but ring up higher when get to register, I have complained about this for months, they refuse to change prices, the cashiers say home office we cannot change the price at register. The store is very nasty and unsafe, products on floor where people can trip over trash causing rats. Open containers on the shelves.they picked the trash up once, but continued to to put trash on the ground.Business Response
Date: 03/19/2023
March 19, 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 our store in *********, **. My sincere apology for the delay in responding.
Upon receipt of this complaint, we reached out to our district manager who reported he tried unsuccessfully to reach our customer at the number listed in her complaint. He also said if she returned his call he would like to apologize for her inconvenience and address any concerns she might have.
We are confident we have tried to resolve this complaint. Thank you for bringing this matter to our attention.
Sincerely,
*************************
Customer Relations Supervisor
**********************Initial Complaint
Date:11/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fastly Trucking moved a shipment of cleaning supplies to this business dollar general. After arriving 3 hours early to the delivery i was told my appointment time did not exist..well it did..but was 2 weeks prior. Then told i would need to reschedule and come back. Nearest appointment would be 6 weeks away. Then they changed it to 3 days later when fastly trucking was not available. They then shift the blame to me after moving the second appointment to a time not possible or agreed on. The broker is ************ and they have stated they are struggling to communicate and do business with this company. I am out thousands of dollars to service a business that refuses to take my services. It is not only me but many other carriers like me. They should not be alllowed to operate in this unorganized and dishonest fashion. Please investigate thier recieving practices and make them correct they're inept ways of wasting countless days and dollars of businesses dealing with them. Worst reciever ive seen in 10 years.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 a trucking company driver regarding a delivery he was making to our ***********, ** ******************** Please know we have shared this complaint with the appropriate members of the ** team.
Thank you for bringing this matter to our attention.
Sincerely,
*************************
Customer Relations Supervisor
**********************
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