Complaints

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

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  Whole Foods Market Inc

  550 Bowie St Austin, TX 78703-4644

• 

  Whole Foods Market Inc

  3100 Cahaba Village Plz Birmingham, AL 35243-5912

• 

  Whole Foods Market Inc

  2421 Broadway New York, NY 10024

• 

  Whole Foods Market

  5880 Center Avenue Pittsburgh, PA 15206

• 

  Whole Foods Market

  5005 Deerfield Blvd. Mason, OH 45040

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:05/04/2023

  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 went to whole foods on 04/06/23 with my prime membership which I understood gets me 10% off my purchase. Little did I know that it didn't work with a ******** prime membership. I spoke to customer service and they told me there was nothing they could do on their end, but I could try to open up a *** prime membership there. I called customer service and they told me told open an sccount with another email which I tried and was unsuccessful. I spent $804.34 and i expected to get a 10% discount since I didn't see anything that would discriminate me being a ******** prime membership holder and an ******** one. Anyway when I got home I contacted customer support at hhttp://www.wfm.com/feedback and I also called customer support and they told me someone would be contacting me. Well no one bothered to!!! I was so upset i then proceeded to cancel my prime membership. If this is how whole foods responds to customer complaints and ussues I will shop at Trader ***'s from now on. I usually spend about $1000 on groceries a month so I'm sure they won't mind my business.

  Business Response

  Date: 05/04/2023

  We apologize to the customer but, unfortunately, ************* are not available in ** or ******** Whole Foods Market stores. 

  Customer Answer

  Date: 05/15/2023

  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:05/01/2023

  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 went into Whole food today, 4/29/23, because ************ ************* about what foods I consume into my body. I purchased a pack of hamburgers buns to eat the same day and the buns I received were molded and very old. I didnt think to check the freshness at this store due to the quality of food and products. Before realizing the buns were molded I ate one. I began to feel extremely sick with a lot of vomiting. This is very upsetting and distributing that I have become sick due to the old food being sold at this store. I have attached pictures of the product as well as my receipt. This has left me distraught and disgusted with this store due to my last visit.

  Business Response

  Date: 05/01/2023

  We apologize to the customer. We will create a case and have our claims team reach out to the customer.

  Customer Answer

  Date: 05/01/2023

  Complaint: 19998947
  
  I am rejecting this response because:
  

  I havent heard anything from the company or anyone in the claims department. 

  
  Regards,
  
  ***************************

  Business Response

  Date: 05/02/2023

  The complaint was shared to Whole Foods Market on May 1st. We created a case for the customer that afternoon, yesterday. The information was forwarded to the ****************** It may take several days for them to be in touch with the customer. We would appreciate the customer's patience as we try to resolve her issue.

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have received communication from the business and am waiting to hear from the claims department due to this matter. 
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 06/02/2023

  Complaint: 19998947
  
  I am rejecting this response because:

  This would be my second time reaching out to the BBB regarding this matter. My first time reaching out was May 1, 2023. I am now reaching out again regarding the same matter. I was notified that someone from the ***************** at Whole Foods Market would reach out and I have yet to hear anything and its been over a month. I have followed up numerous times via phone regarding this matter and they haven't been able to give me any update. They keep telling me someone from Claims will reach out to me. I have attached below my original message. It's been over a month and I haven't heard anything this is totally unacceptable. I will also attach the pictures again along with the response from the representative who never reached out to me. I was only in communication with the company because the BBB forwarded me messages. Original Complaint sent on 5/1/2023: I went into Whole food today, 4/29/23, because I love fresh ************* about what foods I consume into my body. I purchased a pack of hamburgers buns to eat the same day and the buns I received were molded and very old. I didnt think to check the freshness at this store due to the quality of food and products. Before realizing the buns were molded I ate one. I began to feel extremely sick with a lot of vomiting. This is very upsetting and distributing that I have become sick due to the old food being sold at this store. I have attached pictures of the product as well as my receipt. This has left me distraught and disgusted with this store due to my last visit.
  
  Regards,
  
  ***************************

  Business Response

  Date: 06/02/2023

  The customer's claim was sent to ********* *******, our claim team, on May 1st. We will follow up with them to have them reach out to the customer

• Initial Complaint

  Date:04/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unacceptable customer service and no response to providing improved customer ****************************** Food Does not have a weighing scale for the salad or hot food bar. All stores need that to provide acceptable customer service, especially to the customers with disability, elderly and children. This would save them moneys, so people don't get up to counter and say they don't have the money or don't want to pay that amount and food get thrown out. Costing the company more in revenue because of bad customer service.It will improve their customer services 100 %.

  Business Response

  Date: 05/01/2023

  Hello, we have created a case for the customer and will respond directly to them.

  Customer Answer

  Date: 05/03/2023

  Complaint: 19995118
  
  I am rejecting this response because:
  The company has not reached out to be as they stated and have not provided a direct contact number to the person that has the authority.  
  Regards,
  
  ***************************

  Business Response

  Date: 05/03/2023

  Hello, apologies if our email hasn't reached you. Please be sure to check your spam/junk folder. We have shared your feedback with the teams that can benefit most from your input and appreciate you for reaching out. If you have any additional feedback, please do not hesitate to reach out to ** at  1-844-WFM-TALK ***************).

• Initial Complaint

  Date:03/22/2023

  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 recently purchased a bestbuy gift card at Whole Foods market. The pin on the back of gift card was super difficult to scratch off and by the end it was not visible thus not usable. I tried calling Whole Foods for a replacement because I purchased it from them. They refused my request because "it was a third party gift card." I am now looking for a refund to get my money back.

  Business Response

  Date: 03/22/2023

  Hello, we have reached out to the customer directly and advised they reach out to the cardholder directly for additional assistance. Unfortunately, our team does not have access to third party gift cards and are unable to refund gift cards that were activated properly at the time of purchase. 

• Initial Complaint

  Date:02/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/15/23 I did not retrieve my Amex card at WF ********* due to the malfunctioning beeper alert system for cc in the pin pads.Realizing that I didnt have my cc 2/18 Amex froze card. 2/19 after extensive discussion involving many phone calls, husband finally spoke with ***** who said to come in despite being 3.5 hours away. 2/20 Amex advised If I provide the 3 digit security code code on the back, I can get new card with the same account number. I called the store to speak with the Store Team Leader, *****. I was transferred to ****, who said he was connecting me to *****, the call dropped. I called back, ****** told me that *************** ********** protocol varies by region. I told him that I would call another store in the same region to verify. Store manager at store in same region told me that if it was his store he would give me the code. 2/21 Spoke with ****, who repeatedly said that Global Policy doesnt allow it. I asked when pin pad repair request was made. **** said 10 days ago & they have not had any response to their request. **** confirmed that she would request for a call back from *****, or ****. She said to call the regional office @ **********.At that # ****** advised that the store can give me the code. He said he would send this info to the store and to call the store. **** then insisted that there is no documentation from Tyrese. I called ***************** ***** called the store to tell them to give me the code. ***** said that the # **** gave for the regional office was incorrect. I left a message for the regional office in **. ******* @ WF ********* hung up on me after speaking loudly over my requests to speak to the Store Team Leader or another manager.Despite leaving messages for *****, ****, & the regional office, I have not heard back from anyone. This experience speaks to the incompetence, disregard for the customer, lack of professionalism & poor attitude of the store in ********* & the regional office in **.

  Business Response

  Date: 02/24/2023

  We apologize for the customer service experience. We will create a case and reach out to the store for additional information. We will have someone follow up with the customer.

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Since WF has merely stated that they will reach out to the individual store to let the store address my complaint, I cannot accept their resolution at this time. I request more time to see if and how the store chooses to address the exprience and make it up to me.

  Thank you 
  
  *********************

  Customer Answer

  Date: 02/28/2023

  Complaint: 19448809
  
  I am rejecting this response because:

  I have reviewed the response made by the business in reference to complaint ID ********. Since WF has merely stated that they will reach out to the individual store to let the store address my complaint, I cannot accept their resolution at this time. I request more time to see if and how the store chooses to address the exprience and make it up to me.
  
  Regards,
  
  *********************

  Business Response

  Date: 03/01/2023

  We reached out to the store where this occurred. Customer has been contacted and apprised of our policy of not sharing credit card information over the phone. We confirmed policy with ***************** and  explained this is against policy.

  Customer Answer

  Date: 03/06/2023

  Complaint: 19448809
  
  I am rejecting this response because:

   

  I was not contacted by the store. I was told by two WF employees that they contacted the ********* store and advised that the team leader release the 3 digit code to me,  A manager of another store in the region told me if it was his store he would provide the code to me. The employees in the ********* store cited in my complaint are unprofessional and disregard basic respect and dignity towards the customer. They lack the education to even know that they behavior is inappropriate.

  
  Corporate has said nothing about the fact that the card was left in the pin pad because the beep is not working. Corporate did not respond to the stores request for repair of this machine and that caused me to leave my credit card there.

  I expect to be contacted by the store as WF **************** has already been done.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:02/08/2023

  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.

  I have been unable to purchase the 365 BRAND HEAVY WHIPPING DAIRY CREAM at the Whole Foods in ******** ** for the past three weeks, despite making five trips to the store (located an hour away from my home), and speaking with mulitple employees at the store each time I visit. Why won't you stock your dairy section?

  Business Response

  Date: 02/09/2023

  Apologies that the customer is having issues with a product being out of stock. We will create a case for the customer and reach out for the exact store location.

  Business Response

  Date: 03/03/2023

  Date Sent: 2/9/2023 3:35:11 PM
  Apologies that the customer is having issues with a product being out of stock. We will create a case for the customer and reach out for the exact store location.

  Customer Answer

  Date: 03/03/2023

  Complaint: 19349410
  
  I am rejecting this response because: the company has not reached out to me regarding the issue or "case" they created.
  
  Regards,
  
  *************************

  Business Response

  Date: 03/07/2023

  CASE #******** was created for the customer ofn 2/13/23. The customer's email and phone number was forwarded to the store. The Assistant Store Team Leader, *************************, emailed and called the customer several times to no avail. The case was closed due to no response from the customer.

  Customer Answer

  Date: 03/15/2023

  Complaint: 19349410
  
  I am rejecting this response because:

  This is not true.  I have NOT received a SINGLE correspondence (email or call or VM) from a Whole Foods Representative.

  I have been to the store three times since filing this complaint and the store continues to not address the stocking issue. 

  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/19/2023

  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.

  Christmas Eve I was Whole Foods isouth loop in *******. I was only there for two things a roast and some white cheddar ********* cheese. This is not my normal Whole Foods location so I was unable to find the Cheese where I normally find it . I tried to find it myself however there was a lady that was working in the section that was helping someone else. So I waited for her to help him. when she was done I expected her to come over and asked me if I needed any help. Instead what happened she engaged into a conversation with her colleague and the two talked and kept talking. neither of them reached out to me to see if I needed help. So at this point I didnt have a choice interrupted their conversation. She was Annoyed that I interrupted her conversation **** tried to pretend to show me the location of the cheese. It was weak. She didnt really try. She lazy pointed around where the cheese might be without giving any specific or detail . The man as she was speaking to stood there he saw what was happening but made no comment. I spoke to her and said I watched you help the man that was here before me. you helped so much you became almost a nuisance to him and now that I need help youre not willing to give me that all Im asking for the same support. her response was I have to go to the bathroom and she left me standing there. someone at the store who identified himself as the assistant manager said that he would handle it and get back to me I have not heard from him. I called the corporate number and left a complaint they said that I would hear from a manager. that was about five days ago. Whole Foods is very high priced for groceries besides that Ive been shopping there for 15 years and never had such treatment I want speak to management about it. It was serious enough where a call from management to discuss this should have come right away. I came in and spent almost $50 and was treated as a second class citizen. I am a black woman this feels like racism.

  Business Response

  Date: 01/20/2023

  Hello, we have a case for the customers concerns and are currently waiting for additional information. We will contact the customer directly when we receive an update.

• Initial Complaint

  Date:12/27/2022

  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 purchased an Aloha Bay Votive candle holder and the Shorties Candle - Candle Soy Votive candles in a **** Wholefoods store and used them together because they're paired together on the same store shelf. The Votive candle holder burst and as a result my home was put at risk of burning down and my life was at risk. It explicitly states on your Amazon listing for Aloha Bay Votive Candle Holders that they SHOULD ONLY be used with ALOHA BAY CANDLES. Why is Wholefoods putting lives at risk by pairing the wrong candles? Why does your store endanger lives in a area with high risk of wildfires??? Unacceptable!

  Business Response

  Date: 12/28/2022

  Hello, we have created a case for this customer and are reaching out directly for additional information.

• Initial Complaint

  Date:12/21/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/17/2022 I took $450 in Whole Foods gift cards to the Novato store for holiday shopping. At checkout the value of the goods was priced at $500-87. I presented the first gift card and was told that although the gift card had an unredeemed value of $150 they were unable to accept it. The store issued me with a replacement gift card but were similarly unable to honor it. I presented a second gift card for $100 and was told they were unable to honor this gift card as well. The reason given was 'Store limit reached.' Another register operator volunteered that they had stopped honoring gift cards that morning. A supervisor asked if I 'expected her to pay for my groceries out of her pocket.' I requested to speak to management and the store manager offered that there was a system problem and he was not an 'IT guy'. Given the amount of time spent, the inclusion of custom cut meat and the shortness of time remaining before the holidays I had no choice but to pay the $500-87 out of pocket. The manager took my phone number and promised to reach out, and I am still waiting. Synopsis of the complaint: if there are issues with POS payment it is normal to post an announcement that a particular form of payment cannot be accepted. The staff clearly knew about the situation (per the other register operator) and the reason given implies that the Novato store was limiting the number of gift cards it would honor without informing the customer, leaving them to pay the entire balance out of pocket. I will never again use Whole Food gift cards and will recommend to my company that they cease offering Whole Foods gift cards as an option when redeeming work-earned reward points. Satisfactory resolution would be to redeem the unused gift cards for cash.

  Business Response

  Date: 12/22/2022

  Hello, we have reached out to the store for more information and will update the customer once we hear back.

  Customer Answer

  Date: 12/28/2022

  Complaint: 18620581
  
  I am rejecting this response because: I have not heard from the business within the six days stipulated.
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/29/2022

  Hello. We apologize for our delay in response. We are waiting for additional information from the store leadership team and will contact the customer directly when we receive an update.

  Customer Answer

  Date: 12/30/2022

  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:12/12/2022

  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 am an Amazon Prime member which means that when I scan my Amazon code at the Whole Foods register, I get an additional 10% off sale items at Whole Foods.On Saturday 12/10 at approximately 4:30 pm, I was online at the self-checkout, and I scanned my Amazon code like I always do, and it was rejected. I asked one of the service people for help but again and again, it was being rejected - FYI my Amazon Prime account is active- so I asked them to look me up by way of my email or phone number; they refused. I asked for a manager and a young man appeared and said I was probably using a screenshot! I don't even know how to take a screenshot. He implied I was somehow scamming to get the extra 10%! I asked for his superior. He said he was the top manager in the store. I got a bit upset, it's not about the money, it's the principle and the way I was treated, like a criminal. They called some man who they said was security and he stood there staring at me in an intimidating way. I then called my husband to come and diffuse the situation and take me home and the "manager" and the "security" said TAKE AWAY ALL THE GROCERIES AND DON'T LET HER BUY ANYTHING! The whole time I was being glared at by the "security" person. I am a five-foot 2-inch 120 lb. woman. I do not know why I was treated in this manner. I have been going to Whole Foods ever since it opened. I live two blocks away and go about five times per week. I have seen the employees come and go; many are rude, and some are kind. These two characters were downright disrespectful, ignorant, and beyond rude. They tried to scare me.

  Business Response

  Date: 12/23/2022

  Hello, we apologize for the delay as we are waiting to hear additional information from the store. We have reached again and will contact the customer directly with an update.

  Customer Answer

  Date: 12/28/2022

  Complaint: 18557623
  
  I am rejecting this response because: I have complained directly to the store itself, Amazon and of course BBB and no reply from Whole Foods in almost three weeks!
  
  Regards,
  
  *********************

  Business Response

  Date: 12/29/2022

  Hello. We apologize for the delay in response. We are waiting for additional information from the store leadership team to proceed. We have reached out to them again regarding this and will contact the customer directly when we receive an update.

  Customer Answer

  Date: 12/30/2022

  Complaint: 18557623
  
  I am rejecting this response because:

  Although the manager ******** called me, she did not apologize nor take any responsibility for the two managers actions. She insisted that I meet with her in person to discuss what happened. I told her repeatedly what happened and there was no need to meet but she insisted so many times that I feel that there is something strange going on and I do not feel safe going there to meet with her. 
  
  Regards,
  
  *********************