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:12/15/2023
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.
On 21 Nov 23 I placed an order for holiday meal and paid for it. I did not screenshot the receipt because the Whole Foods site said they emailed it to me. I have ordered 2 years for thanksgiving and Christmas in the past with no issues. On the day of pickup, thanksgiving morning, Whole Foods stated they didnt have my order and would not honor my purchase. I paid $110 for the turkey breast family meal and did not receive a meal. On 12/14/23 I placed the same order for Christmas and paid. This time I screenshot my order confirmation but still no email. I called customer service to get the email confirmation and they were unable to send or provide details of recourse is my order is not honored again. I want a refund for my thanksgiving meal which I did not receive and direct contact for recourse should I not receive my Christmas meal, which I again have already paid for, should Whole Foods fail to honor my purchase again.
Business Response
Date: 12/18/2023
We will create a case for the customer and reach out to them directly.
Customer Answer
Date: 12/18/2023
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.

Regards,

*********************************
Initial Complaint
Date:12/05/2023
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.
I purchased wild chanterelle mushrooms and okra from the Whole Foods location at ******************************************************. Tonight I went back to swap them out, and it turned into a whole ordeal. After printing more than 19 receipts, they managed to find the okra, but not the mushrooms. ****************, the manager, flat-out said no to swapping the $22 mushrooms. I stood at the customer service counter for well over an hour trying to resolve this issue.
Business Response
Date: 12/05/2023
Our apologies that you had issues returning your product. We will create a case and reach out to the store for more info on why the refund was denied. Our policy states that you must have a receipt to be able to receive a refund.
Customer Answer
Date: 12/05/2023
Complaint: 20958116

I am rejecting this response because: Whole Foods knows its product based on the scan.

Regards,

***************************
Business Response
Date: 12/05/2023
We reached out to the Store Leadership team and here is their response:
Customer service Team Leader informed me that a customer is trying to return an item without a receipt. I informed the customer that we will be more than happy to process her return with the receipt. She told us she doesnt have the receipt. The customer service Team Leader told her we can look up your transactions with your credit card you used. We looked up transactions all the way back to early October with 2 cards and apple pay, none of the receipts have the item on it.
Here is our return policy as presented on our website:
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. With a few exceptions, we will reimburse you for your returned items in the same way you paid for them. In the event you used multiple forms of payment, your refund may be issued across all payment methods used. Items that are damaged, or do not have a receipt may be denied a refund or exchange.
Customer Answer
Date: 12/05/2023
Complaint: 20958116

I am rejecting this response because: I purchased the item here and need to exchange it

Regards,

***************************
Initial Complaint
Date:11/29/2023
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.
The 10-12-23 wholle foods market at ************************************************, the private company under name MUNICIPAL PARKING SERVICES issued a $130 ticket for a parking lot where they never gave me a ticket at the entrance to pay for it at the exit. This happened at Wholle Foods downtown *****, where for years parking was free for customers. This supermarket allows this private company to issue tickets not authorized by a government authority and not subject to civil or criminal penalties, and also sends me certified letters threatening to send it to a collection agency.There are no machines that indicate that parking must be paid or ticket dispensers at the entrance or exit of the parking lot, NOR WERE THERE SUFFICIENTLY VISIBLE SIGNS THAT INDICATED THE CHANGE TO CLIENTS MUST PAY FOR PARKING.This *********************** is banned in Brower County and continues to scam customers with the permission of WHOLE FOODS MARKET The private parking company is Premium Parking Mailing Address ******************************************************************************* phone ************** ******************************************** ask you to help me stop receiving threats from Premium Parking and force the supermarket to put up clear signs with payment instructions and invest in the necessary structure such as parking ticket vending machines.
Business Response
Date: 11/30/2023
Thanks for reaching out regarding the parking issues you encountered. We will create a case for you and share your feedback with the store so that they can investigate.
Customer Answer
Date: 12/02/2023
Complaint: 20933592

I am rejecting this response because:
Thank you very much for your kind response, reviewing my communication I see that the $130 ticket that I received for parking at Wholle Food Market was not attached, I want you to help me so that Whole Foods Market takes care of paying it or canceling it please. Sorry if it causes you any inconvenience for not checking that the ticket and the request to cancel it have been sent.

Regards,

*******************************
Business Response
Date: 12/04/2023
A case has been created and sent to the store for resolution. Unfortunately, we cannot assist with parking garage issues from our office.
Initial Complaint
Date:11/27/2023
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.
I contacted Whole Foods gift card support originally on Oct 29th regarding an issue I was having with using a digital $5 Whole Foods Gift card in store. I described how on 3 separate occasions, the cashiers at 2 separate Whole Foods stores were unable to apply the gift card towards my shopping basket--even though I had never used the gift card before. A balance check on that gift card indicated that even though a balance of $5 was still on the gift card, it still prompts errors at the cash register. Since my initial email on Oct 29th, I have sent Whole Foods Support five separate emails asking for this situation to be resolved. In one reply, on Nov 15th, a customer service rep finally indicated that he could request a new electronic gift card to replace the current faulty one, but since then I have not heard a single word from Customer Service.I would like to request a replacement $5 digital Whole Foods gift card, in exchange for the one I have which does not work. I am attaching a screenshot of my gift card, in addition to the email on Nov 15th, where Whole Foods indicated they would replace it, as well as my initial email on Oct 29.This issue has been ongoing for nearly a month. It's rather ridiculous that such a small issue should take this long to resolve.
Business Response
Date: 11/30/2023
This is the first that we are hearing from this customer. It appears she has been corresponding with ******* and not Whole Foods Market customer care. We looked through our cases and there are none associated with the customer. We will create a case for the customer and reach out to her. Thanks.
Customer Answer
Date: 12/05/2023
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.

Regards,

***********
Initial Complaint
Date:11/20/2023
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 November 9th I bought an e-gift card for my aunt in ******** for $300 so she could get thanksgiving food as she is elderly, on a fixed income, and recently was diagnosed with cancer. She went shopping and the management claimed the gift card had already been used. I called the hotline for the card and they told me the gift card still had the $300 balance on it. She went back to the store to see if maybe the scanner had not been working. Meanwhile, she had to use her own money she had set aside for her bills, which greatly stressed her out. Whole foods in ******** claimed they would request a replacement card, which they did not do, and seemed to question anything like this even happening when she went in about a week afterward to check in on the gift card. They also offered her a $100 gift card for all her trouble, but it was only for $20. I called, I chatted, and emailed the gift card company Whole Foods uses. The second to last exchange appeared as if it would solve the problem when I asked for a refund, and claimed it would be sent to management and escalated to no more than ***** hours. No one got back to me at all. Its been over 5 days and I attempted communication again today, but it was even worse, as I was told to contact someone else. Now Whole Foods has my $300 and I have had to go out of my way to provide even more money to my Aunt since she had to use her fixed income money. This has been awful and extremely frustrating.
Business Response
Date: 11/30/2023
Our sincere apologies that you had issues using your gift card. We will create a case and reach out to the customer once we have gotten some information from *******, where the gift card was purchased.
Initial Complaint
Date:10/03/2023
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.
Refuse to refund my money for spoiled fish
Business Response
Date: 10/04/2023
We looked at the case history for this customer. She called our call center on 9/08/23 after being denied a refund at the store. The customer was using profanity and our agents are advised not engage with customers who disrespect them. The customer called on 10/3/23 and again disrespected our agent by using profanity. We will not be engaging with this customer any further.
Initial Complaint
Date:09/22/2023
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.
I purchased a soap called Almond on the bulk soap display at Wholefoods Market **************** the ingredients were fraudulent Forest Nyphms Vegan Bath Body stated this scent was Almond essential oils this was a lie it is a fragrance oil made of synthetics I was so nauseous after use of this soap. Wholefoods should be made accountable these soaps are all fragrances NO ESSENTIAL OILS
Business Response
Date: 09/22/2023
We will create a case for the customer and reach out to our ***************** team to confirm the ingredients. If the customer would like a refund they can return to the store where purchased with their receipt.
Initial Complaint
Date:09/19/2023
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.
At around 5:45PM on 09/12/****, a Whole Foods employee swiped the rear left bumper while collecting and transporting carts from the parking lot to the store. This happened at Whole Foods located at ************************************************. I spoke with the Shift Leader named *************** who said Whole Foods insurance will take full responsibility of the accident and will be in contact in 1-2 days to resolve the situation. A police incident report has also been filed with the *************************** (case# ****-14545) where the employee at fault told the officer that it was her fault. At the time when the police report was being written up, the police requested insurance information from Whole Foods but the Shift Leader did not have that information and assured me that Whole Foods insurance team will be in touch in 1-2 days and that I should not worry. Police asked if its okay to complete the report without Whole Foods insurance information and I said its okay as I trusted the Whole Foods reputation as well as the words of the Shift Leader. No one has reached out from Whole Foods as of today, 09/19/****, and when I called the store on 09/18/****, I wasnt able to speak to the supervisor or the Shift Leader but was instead informed by a customer service representative that this incident has been reported by the store and that I should get a call on that day (09/18/****). It is already upsetting to have my car damaged by an employee at Whole Foods. However, it is even more frustrating to have to follow up with Whole Foods to get a timely resolution I was promised. Not only do I have to invest my time to go and get my car repaired, I also need to spend the extra time and effort to get in touch with Whole Foods. I would like Whole Foods to reach out AS SOON AS POSSIBLE to discuss the reimbursement for the repairs and rental car to use while the car is being service. Thank you.
Business Response
Date: 09/20/2023
Hello. We have created a case and will reach out to make sure the ***************** is aware of the incident and have them follow up with the customer.
Initial Complaint
Date:09/18/2023
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 September 7 at 11:41am I bought a sandwich at the deli section the employee didn't make my sandwich right so I brought it back to there customer service area and this "so called manager *******" was being rude and treating me like I was a criminal because according to him Whole Foods couldn't credit my EBT Food Stamp Card because according to him "its the law"? well whenever I've gone to Target or any other retailer store they've always credit my EBT whenever I returned an item so this ********************* gives me a merchandise gift card I used it get a sparkling water and wanted my **** back but ******* said he couldn't and I spoke to another manager and she told me that Amazon Bought them out and she gave me Whole Foods **************** Number and I called and told them what took place and they didn't do anything about it I never got an email response nor did I receive a phone call from a District Manager I think Whole Foods needs to work on **************** skills and as far as this manager ******* he to needs to work on **************** skills and not falsely accuse me or anyone for that matter just to credit an EBT Food Stamp Card as far as I'm concerned Whole Foods needs to be put out of business and have another Health Food Market that has better customer service and better managers who can handle situations like this and if the business does not adhere to my request I will seek legal action against them personally
Business Response
Date: 09/18/2023
We apologize to the customer and will pass along their complaint to the ******** store. Unfortunately, the ******************** team is unable to respond to EBT issues as this must take place at the store level.
Customer Answer
Date: 09/18/2023
Complaint: 20613373

I am rejecting this response because:
The Glendale Store has not responded to my complaint that I had filed with there **************** and also on there chat feature that they have on there website I have waited over 10 business days to have someone respond to my concern and when I spoke to 2 Female managers they both didn't do anything about refunding my money on my EBT card nor did the Male manager ******* apologize for his behavior towards me all he did was make excuses by saying that there "System" doesn't credit EBT accounts of which I thought was very strange because other Markets in my area credit EBT cards when you return something or it could be that Whole Foods refuses to follow the guide lines of what to do to return items to there store I will give them another **** working days if I do not hear from them I will file a complaint against Whole Foods and report them to EBT for there negligence
Regards,

***************
Business Response
Date: 09/19/2023
The ******** store at ********************* was contacted immediately after receiving this complaint. The leadership said that they do not have an employee named *******. We sent an email to *************** stating as such and they have not responded. We have asked the customer to confirm which store the incident occurred as it is not the correct store. We apologize that they were not treated with respect and will let the store know of the incident as soon as the customer has confirmed the store. We cannot assist with the *** concerns as that must be done at the store level. We apologize for the inconvenience.
Customer Answer
Date: 09/19/2023
Complaint: 20613373

I am rejecting this response because: there is a ******* at YOUR STORE AND FUTHER MORE THE ADDRESS IS CORRECT AND FUTHER MORE HOW DARE YOU CALL ME A LIAR WHEN IN TURN THERE IS A PERSON BY THE NAME OF ******* OR **** AT YOUR STORE HE IS AN OLDER PERSON HE WEARS READING GLASSES AND HE WAS A VERY RUDE PERSON WHEN I WAS THERE NOW IF YOU DO NOT ADHERE TO MY REQUEST I WILL TAKE LEGAL ACTION AGAINST YOU PERSONALLY I WANT MY MONEY BACK!!!!!!!!!!!!!!!!!!!!!!!!!!!!

***************
Initial Complaint
Date:08/31/2023
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.
Hi, I drove almost 30 minutes to go to Whole Foods for the typical product(s) that I go for. It seems this time that the artisana cashew butter was out of stock. So I decided to get an alternative brand. I bagged all of my stuff up at the self check out and put my stuff in the Whole Foods paper bag. However, when I walked outside of the door with my bag, The bag broke, and I had to have someone at Whole Foods, help me put it into additional bags. When I got home, I discovered that the glass on the cashew butter jar, shattered on all the food products and cut open my hand and ruined a good portion of the cashew butter as well. I was disappointed because you guys didnt have the artisana brand cashew butter in stock, but this bag breaking in the glass shattering, just created another issue. I hope you guys can help with this as soon as possible..
Business Response
Date: 08/31/2023
A case #******** was created for the customer and he has been contacted by our *********** requesting more info this morning.
Customer Answer
Date: 08/31/2023
Complaint: 20546115

I am rejecting this response because: I did not receive a call from you guys or email. Please follow up with me via call and email regarding this as soon as possible. Thank you in advance and have a good day.

Regards,

***********************
Business Response
Date: 09/01/2023
The customer has been in communication with our agents responding to emails. The last email was sent on 8/30 requesting to know all of the items that were affected by the broken cashew butter so that a full refund could be issued. Here's the email content sent on 8/31/2023. Additionally, the agents can file a claim for the customer if he prefers.
Hi *****,

Thanks for providing this information. I'll be happy to request a refund for you. May we ask for the other items that were affected by the broken cashew butter jar?

You may respond directly to this email or contact us at 1-844-WFM-TALK.

Many thanks,

****
Customer Care
Whole Foods Market
Customer Answer
Date: 09/01/2023
Complaint: 20546115

I am rejecting this response because: they have so far only offered to refund the purchase amount, not do anything about the inconvenience of the embarrassment of the bag, breaking or cutting my hand open.
I also had to throw away my dinner that night, for concern that there might be broken glass in the food.
Hope you guys can assist with this as soon as possible. I really recommend Whole Foods even to my family, but this experience was not a good one. Hopefully it will be good always.

Regards,

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

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Whole Foods Market Inc is NOT a BBB Accredited Business.