Business Profile

Grocery Store

Whole Foods Market Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Whole Foods Market Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

104 total complaints in the last 3 years.
41 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:02/16/2024
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 2 gift cards from the company on 2/7 for $250 and on 2/11 for $200. I was mortified in the ************* store were declined MULTIPLE times (at the self check out, again at the regular register, then again at the customer service counter) one employee even making the statement "should we check and make sure there is a balance on it" like i was lying and trying to steal!!! I contacted ****** who tried getting my money back because i was so embarrassed i would never trust a digital card from whole foods again, after a week of waiting to hear back from WF they declined refunding me. I called 3 times today (2/16) and spent over 2 hours on the phone explaining (being hung up on/placed on hold for over 15 minutes) and then given another avenue to follow up with to try to get resolution. I spent money I did not have and had already spent on gift cards with this company. took the avenues told to go to resolve. I have an email stating to call the number i did today. I still do not have my money, I am being charged daily interest on the credit card i had to put the funds on and being sent in multiple directions with no resolution over a week after this situation happened. This has caused unnecessary stress, and financial issues and Whole foods is doing NOTHING to help resolve. I want my money, and I want to be reimbursed by the store for the time, stress, embarrassment, runaround, and accruing interest I am being charged due to there lack of response, help, and resolution in this matter. I have attached screenshots of the digital gift cards themselves, as well as the email confirmation of purchase for each. I have also attached the refusal of refund and the requested number to call. This was the number I called 3 times today and was then directed to email after spending HOURS on the phone to get resolved.
Business Response
Date: 02/16/2024
We have no record of the customer contacting our **************** as there is not a ************. We will create a case and reach out to the customer directly.
Customer Answer
Date: 02/16/2024
Complaint: 21303778

I am rejecting this response because:
prezee (Whom I purchased the store giftcard and have used numerous times previously at the same store) reached out on my behalf to get my money back and was denied. Their response is in my previous attachments. The updated attachments are from the phone call I made as directed to get issue resolved, then said I would need to send images of the gift cards. Now at 3:31pmEST ***** (see attached email with reference number) is saying they cannot verify my money. Though over the phone the girl I spoke with this morning verified multiple times both cards were still fully funded?!?

Regards,

*****************************
Business Response
Date: 02/19/2024
We created a case for the customer and immediately responded that, after verifying the balances, we would be sending digital replacements. The cards will be processed and will arrive in a separate email within 2 business days from today. The cards were not purchased through Whole Foods Market as is evidenced in the attachments provided by the customer. We do not know why the gift cards were not scanning in our store as they were not issued by Whole Foods Market.
The customer is seeking additional compensation which, unfortunately, we are unable to provide. We suggested that she reach back out to the company she purchased the cards from.
Initial Complaint
Date:02/05/2024
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.
On February 1st **** at approximately 2pm I was stopped and harassed by an undercover guard working for company Allied Universal, a security guard agency contracted by WFM. My possessions were taken from me and searched thoroughly. Even after not discovering any unpaid merchandise did my possessions continue to be looked through. When I asked what was the reason this occurred I was told someone saw me put something into my bag, which was odd because the only time I placed an item in my bag was right in front of the cashier when I paid for the items Id purchased. I am a 59 Black woman, muscular built with a tomboy appearance and what occurred and how the situation was dealt with are inextricably linked to my race, color, appearance. When I asked to speak with a manager, the decoy ignored my request, even laughed and never apologized for this gross misconduct. One supervisor apologized while the rest of staff tried ti downplay my outrage. I am ashamed, embarrassed and was literally left scared to ever step foot in their again. All I kept thinking was luckily I have the receipt my hand, thank G-d I didnt opt for no receipt I probably wouldve ended up in handcuffs if I couldnt prove the items Id paid for. I would want nothing more than to file a lawsuit against both companies.
Business Response
Date: 02/06/2024
We already have a case created in our system for the customer. We have apologized to the customer for the incident and have reached out to the store so that they can investigate further.
Initial Complaint
Date:01/22/2024
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.
Whole Foods sold me hand warmers drenched in corpeal sin.Unwearable after 3 washings, unto itself expelled it Ostensible f**** came out of manufacturing.
Business Response
Date: 01/23/2024
We have reached out to the customer directly to resolve this issues.
Customer Answer
Date: 01/24/2024
Complaint: 21181655

I am rejecting this response because:

Regards,

**********************************
Initial Complaint
Date:01/16/2024
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 bought seafood from whole foods on 1/12/24. I bought flounder, salmon and tilapia. I fed my 10 months old some tilapia on that same day. Today, 1/13/24 i was going to make the flounder and when I opened the bag it had a worm and was alive. I called the location and spoke with ******** from customer service who just said she is sorry and to bring it back if i want a refund. I spent a total of $235.00 in food including the seafood.
Business Response
Date: 01/18/2024
Hello, we have reached out to the customer directly to resolve the issues.
Customer Answer
Date: 01/18/2024
Complaint: 21141489

I am rejecting this response because:

I have not received any call from this business like they said on their response.

Regards,

***********************
Business Response
Date: 01/18/2024
initial response to customer was sent to an old email address, resent email to customer directly to resolve the issues.
Initial Complaint
Date:01/12/2024
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 visited the Whole Food in ******** on 12/31 to purchase items for a small family celebration, which was a big deal for me as I am a senior citizen and not too mobile. I had some terrible quality and freshness issues with a few of my items. I figured no problem, Whole Foods will have great customer service, well I was wrong. I chatted with an associate on their website and they assured me, no problem, email us a picture of the receipt and we will issue an electronic gift card (since I paid with a disposable gift card I no longer have). They didn't reply for many days and then told me to bring the items back to the store. Well that's impossible because 1. The original person said I could throw them away because they smelled and 2. I am elderly and not mobile. They stopped replying to my emails and I am so upset. I have attached my receipt here. I would like an electronic gift card for my refund and that doesn't even include my stress and time.
Business Response
Date: 01/15/2024
The customer already had a case in our system regarding this issue. He had been told by our agent that his refund was under review and if approved, would be received via email. After reviewing the case, we responded to the customer that he would need to return to the store for his refund so that the store could look into the quality issues that he complained about. If he no longer retained the product he will need to return to the store with the receipt as they will have the final decision regarding a refund.
Customer Answer
Date: 01/16/2024
Complaint: 21130526

I am rejecting this response because:
I am elderly and not even local to this store so it is impossible for me to return. Why can't I be assisted virtually? Long longtime customer and very disappointed they are making 0 effort to meet me in the middle here. I provided my receipt, why am I not valued?

Regards,

*************************
Business Response
Date: 01/16/2024
We will respond to the customer through his case in **************
Customer Answer
Date: 01/16/2024
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.

Regards,

*************************
Initial Complaint
Date:01/12/2024
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.
Please assist. Today I experienced the WORST **************** from ******************************************* employees; ************************* (Supervisor) and *************************** (Manager). They were extremely rude, inconsiderate and passive aggressive. I initially encountered ***** after she was refused to assist with Customer satisfaction I requested her Superior-****. ***** states she is the "Manager in Charge and the one who makes Whole Foods Decisions". Thereafter I demanded and waited 15 minutes for **** to arrive after she called and whispered with a disclaimer prior to. **** completed dismissed and neglected to understand the complaint, discreetly again he and ****** confirmed via Whole Foods Website the Product in question. Compliant due to refusal of Glass Milk Deposit-******** purchased, Bottle deposit-$3/each. I now reside in ******** however purchase was made in *************. I am unable to return Glass Deposit Bottles where it was purchased however it was purchased from Whole Foods. I attempted to contact Whole Foods **************** for resolution and was unsuccessful- @************ and @************. Please assist with compensation whether by Refund or Gift Card. Thank you in in advance.
Business Response
Date: 01/15/2024
We apologize if the customer feels they were not treated in a professional manner. We will create a case for the customer. We will reach out to the store for more information regarding the bottle deposit/reimbursement requirements for their state.
Customer Answer
Date: 01/18/2024
Complaint: 21122403

I am rejecting this response because:
I would like my $21 Bottle Deposit Refund compensation. In addition there should be an open line of communication for a **************** experience encounter. Contacts provided were unavailable hence going this route. The Whole Foods regarding this complaint location; ************* *********************************. Please resolve with a reasonable resolution whether by return/refund and or gift card. Thank you in advance.

Regards,

*********************************
Business Response
Date: 01/18/2024
We reached out to the store and they provided the following info:
6 of the bottles we do not sell so a refund was denied for those.
The customer did receive a refund for 2 of the bottles since they were Homestead and Trickling Springs.
She asked why we didnt give her a refund for all of them, she was told we do not sell that brand so unfortunately, we could not provide a refund.
The case was handled appropriately at the store level.
Customer Answer
Date: 01/19/2024
Complaint: 21122403

I am rejecting this response because:
I dont understand the lack of communication/understanding. AGAIN I do NOT reside in IL, I reside here in the **** They were in fact purchased in ** at WHOLE FOODS. And there are Seven Glass Deposit Bottles NOT Six. If there is a WHOLE FOODS located in another State of which the same Store BRAND, WHY can I NOT be compensated to retain the Customer! This is POOR Customer satisfaction at its BEST. In addition with this knowledge I will not purchase Milk from a different location moving forward, if that store does not carry the exact same brand. However I desire a Refund for what I did purchase from Whole Foods and or again a Gift Card for this Dreadful experience. Reminder, The way was handled by the Employees was completely unacceptable behavior. My time was not respected with lack of urgency to seek a higher personnel. My Lunch was impacted and compromised due to this experience. I waited for the Manager after he had been called several times and still this issue is unresolved! Also the number provided for **************** experience was unavailable for contact and the mailbox was full. I will be moving forward with this complaint and with any platform until I am compensated for Poor Treatment and Horrible Customer Experience by The ******************************************* Brand. This exchange is inconceivable! If every Customer is treated like this to receive ONLY $21?! As a apology/appreciate for a Customer choosing to spend THEIR hard earned money, I dont know how Whole Foods would ever remain in Business.

Regards,

*********************************
Initial Complaint
Date:01/05/2024
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.
Dear BBB representative,I am looking for your help in the following matter:On 01/04/2024 I came to the Whole Foods Market in ********** to return the food that I was not satisfied with. I provided corresponding receipts to the store manager.From receipt dated 12/15/2023 totaling in the amount of $91.29 I wanted to return BTTRNT SQSH for $8.98 and 1 pack of CAMPARI TOMATO for $4.99.From receipt dated 12/24/2023 totaling in the amount of $91.56 I wanted to return pack of GOLD KIWI in the amount of $5.99.I would like to mention that I buy food at this store regularly at least 5 times per month and spend every time around $100.00 or more.Store manager refused to refund me money even the food was purchased recently. He violated the store policy and his words and actions appeared to me as harassment.You con find the store policy for this matter below :Whole Foods Market Return Policy We guarantee our customers 100% product satisfaction, or their money will be refunded in accordance with the terms of this policy. Whole Foods Market accepts returns for products with a receipt within 90 days of purchase.Please help me to get my refund and stop the store manager from harassing me and from violating the store policy.With Great Respect,*********************
Business Response
Date: 01/05/2024
Hello, we have reached out to the store for more information and will reply to the customer directly once we have an update. Thanks
Customer Answer
Date: 01/07/2024
Complaint: 21100921

I am rejecting this response because: I would like to get the refund that I entitled to getting according to whole foods own policy. In addition I would like to get an apology and be able to continue shopping in this store without being harassed. I tried to return butternut squash on January 4,2024 only 2 days after its expiration date. The store manager lied to me telling that they do not accept expired food according to the whole foods store policy. When I asked him to show their policy to me he reject my request and did not accept any food that I wanted to return.

Regards,

*********************
Business Response
Date: 01/09/2024
Hello, we reached out to the store leadership team and they let us know the squash the customer wanted to return was expired before the date of the sales receipt. Whole Foods Market has the right to limit or refuse a refund. This is left to the discretion of the store leadership team and we are aligned with their decision.
Customer Answer
Date: 01/09/2024
Complaint: 21100921

I am rejecting this response because: Whole foods policy allows return within 90 days with receipt.There is nothing in their policy that suggests that I can not return expired food. Also they discard all returning food.
The policy indicates that I can return anything within 90 days with receipt. I tried to return BTTRN Squash on 01/04/2024 which expired on 01/02/2023. In addition they did not refund me money for other food that I tried to return that does not have expiration dates.The store manager in addition to harassment commit fraud by not refunding money that I entitle to getting.

Regards,

*********************
Initial Complaint
Date:12/20/2023
Type:Delivery 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 ordered a $30 gift card from Whole Foods for our grandson on Dec. 10, 2023. Their website charged us $9.95 for "shipping" which was ridiculous for a little card but it's the only thing our grandson asked for so we paid it. As of ***** it hadn't arrived, so I called customer service and was told that it hadn't been processed yet - but we would get an email when it gets shipped. She said she had no idea when that would finally be and there was no supervisor that I could talk to. So then I emailed them and got the same answer - it hasn't even been processed yet. The order number is ********. We were hoping to get it by Christmas, but at this point we'd just like to get it. Period. It seems ridiculous that someone can't just drop it in the mail. It's just a little gift card. The company offers to put the recipient's name on it and if that is the holdup I emailed them to please leave his name and any other writing off. Just please send the card.
Business Response
Date: 12/20/2023
Our sincere apologies if there has been a delay in the expedited shipment the customer paid for. We will create a case and have ******* reach out directly to the customer.
Customer Answer
Date: 12/21/2023
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. Thanks so much to the BBB. The gift card arrived today, thanks to your help.

Thank you again BBB,

Sincerely, *******************************
Initial Complaint
Date:12/19/2023
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.
On 12/11/2023, we pre-paid for the purchase of two 1/4 sheet cakes for a retirement party. Cakes were scheduled to be ready on 12/16/2023 at 12pm local time (pacific). Arrived and the cakes were not ready, the reason provided was that they weren't sure why the cakes weren't made.They issued a refund and a $25 gift card, and no additional accommodations. We had to purchase different smaller cakes, ruining our celebration last minute. The original amount paid was $155.98. The new total for the smaller cakes was $142.96 minus the $25 gift card totalling $117.96. Fair compensation and what we would like is a full refund of the $117.96, which is much less than the embarrassment caused for our retirement party.We lost additional time and money driving specifically to this Whole Foods location for the 1/4 sheet cakes. If we wanted 8" round cakes to begin with, we would've gone to a much closer Whole Foods location.
Business Response
Date: 12/19/2023
The customer was issued a refund and given a $25 gift card for the inconvenience. We will be referring the case to the store to see if they will issue any additional compensation.
Initial Complaint
Date:12/15/2023
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 made a purchase of gingerbread cake mix by wholefoods market on 12/09/2023 that states on the box that is non gmo verified project.after discovering some ingredients that does make the the product gmo I called whole food market to asked if any of the ingredients in the product derived from gmo crops they told me no but after I asked about corn maltodextrin they told me they are gonna get back to me .but no one never contacted **** follow up about the product ,******* has to me that they isn't any corn maltodextrin in the the cake mix .it's also has hazardous ingredients that is by the name of monocalcium phosphate, sodium acid pyrophosphate
Business Response
Date: 12/18/2023
We will create a case and issue a refund to the customer.
Customer Answer
Date: 12/18/2023
Complaint: 21011839

I am rejecting this response because:

in response to your inquiry regarding the resolution of my complaint against Whole Foods Market concerning false advertisement of a product claiming to be non-GMO. I appreciate your involvement in facilitating a resolution to this matter. After careful consideration, I have decided to reject Whole Foods Market's refund offer for the following reasons:

1. False Advertisement: Whole Foods Market advertised the product as non-GMO, while it contained crops derived from genetically modified organisms (GMOs). This misrepresentation not only undermines consumer trust but also raises concerns about the accuracy and integrity of Whole Foods Market's product claims.

2. Violation of Consumer Protection Laws: Whole Foods Market's false advertisement potentially violates consumer protection laws, which aim to ensure that consumers receive accurate and truthful information about the products they purchase. By rejecting the refund offer, I hope to raise awareness of this issue and encourage Whole Foods Market to rectify its practices to comply with these laws.

3. Expectation of a Settlement: By rejecting the refund offer, I am expressing my expectation for a fair settlement in light of the false advertisement. I believe Whole Foods Market should take responsibility for its misleading claims and provide appropriate compensation for the harm caused to consumers who relied on the advertised non-GMO representation.

I kindly request that the Better Business Bureau continue to support me in pursuing a fair resolution in this matter. I look forward to your assistance in working towards a settlement that addresses the false advertisement concern and ensures that Whole Foods Market upholds the principles of transparency and accuracy in its product labeling.

Thank you for your attention to this matter. Please feel free to contact me if you require any additional information or if there are further steps I should take to proceed with my complaint.

Sincerely,

Regards,

*************************
Business Response
Date: 12/19/2023
the refund has already been issued to the customer's debit card. The concerns will be forwarded to our quality assurance team.
Customer Answer
Date: 12/19/2023
Complaint: 21011839

I am rejecting this response because:
The offer is not acceptable .we have to come to a reasonable resolution.
Regards,

*************************

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Whole Foods Market Inc is NOT a BBB Accredited Business.