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Business Profile

Convenience Store

7-Eleven, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Convenience Store.

Complaints

This profile includes complaints for 7-Eleven, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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7-Eleven, Inc. has 665 locations, listed below.

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    Customer Complaints Summary

    • 350 total complaints in the last 3 years.
    • 100 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2024

      Type:Product Issues
      Status:
      Answered
      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.
      SEVEN-ELEVEN OPERATES THREE (3 or FOUR (4) CONVIENIENCE MARKETS IN ***************************SEVEN-ELEVEN MAINTAINS WEBSITE FOR REDEEMING OR PRINTING OUT PAPERWORK TO REDEEM FOR FOOD.ON MY SMARTPHONBE ONCE I WAS ABLE TO CONFIGURE OR COMPUTER PAPERWORK OR BARCODE REQUIRED TO REDEEM POINTS AT STORE ON *********************** CALIFORNIA FOR FOOD 500 POINTS FOR BUFFALO CHICKEN FOOD.AS OF JUNE 2024 I RACKE3D UP OVER 1300 SEVEN-ELEVENB POINTS.I RODE BICYCLE TO SEVEN-ELEVEN ON ******************* AND ******************************************SEVERAL TIMES I ASKED CLERK FOR POINTS REDEMPTION AFTER I BUY COFFEE OR CIGARETTES I SWIPE US DEBIT ENTER MY CELL PHONE NUMBER MACHINE SAYS 1300 POINTS ON ACCOUNT CLERK REFUSES TO HONOR OR GIVE ME ANYTHING FOR 1300 POINTS.I CHECKED SEVEN-ELEVEN WEBSITE IT SAYS WE WILL BE WITH YOU SOON.

      Business Response

      Date: 07/23/2024

      The customer was sent an email in response to the complaint.  Below is the email that was sent to ************** by 7-Eleven Area Leader *****************.  We consider the matter closed.

       

      07/22/2024, 2:55:06 PM PST ***************** Area Leader
      Dear ****,

      Thank you for reaching out to share your recent experience at our store. We will follow up with store leadership for corrective action. 7-Eleven is committed to delivering great customer experiences and we look forward to seeing you back in our stores.

      Sincerely,

      ***************** Area Leader

      7-Eleven

    • Initial Complaint

      Date:06/25/2024

      Type:Product Issues
      Status:
      Answered
      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 6/4/24, I *****ED 6 ***** FROM THE 7NOW *** (INCLUDING A LARGE CHEESE ***** AND A 30 oz BIG GULP PEPSI) WHICH CAME TO A TOTAL OF $41.78, AFTER THE ADDITION OF THE DELIVERY FEE AND "OTHER" FEES, AND WAS DELIVERED FROM STORE #***** AT ************************************. I REQUESTED THE ***** BE HANDED TO ME AT MY DOOR. INSTEAD, AFTER ATTEMPTING TO REACH MY DELIVERY PERSON BY PHONE TO NO AVAIL, I OPENED MY FRONT DOOR TO FIND MY ***** AND THE *** OF PTHER GOODS DROPPED IN FRONT OF MY DOOR IN THE HALLWAY. THE BIG GULP WAS ON ITS SIDE AND SOMEWHAT CRUSHED, AND HAD APILLED INTO THE ***. THE ***** BOX HAD BEEN INTENTIONALLY FOLDED AND THEN OPENED UNFOLDED SO IT ***EARED NORMAL SAVE FOR THE LIGHT CREASE BUT UPON OPENING IT, THE CHEESE WAS COMPKETELY STUCK TO THE *** AND THE ***** WAS UNEDIBLE. I IMMEDIATELY TRIED TO CALL 7NOW/7ELEVEN CUSTOMER SERVICE BUT FOUND THEIR OFFICES CLOSED. SO I WENT TO THE ***'S CHAT FEATURE...WHICH WAS NOT FUNCTIONAL AND TO THIS DAY HAS NOT BEEN FUNCTIONAL. SO I HAD TO WAIT OVER A DAY FOR THE ***** TO PROCESS ON THE *** BEFORE I CPULD MAKE A COMPLAINT WHICH I DID, AND THEN SUBMITTED A DETAILED COMPLAINT COMPLETE WITH PHOTOS OF THE ***** IN QUESTION. IT WENT UNANSWERED FOR WEEKS, SITTING IN THE ***, UNTIL FINALLY, I CHECKED TODAY AND THERE WAS NOT ONLY NO RESPONSE, BUT ALSO NO SIGN THAT I EVER SENT THE FIRST COMPLAINT. IT WAS CLEARLY IGNORED AND DISPOSED OF. NOW, THE *** GLITCHES EVERY TIME I TRY TO SEND A NEW COMPLAINT WITH PICTURES SAYING "TRY AGAIN LATER."

      Business Response

      Date: 07/23/2024

      Customer's case was researched by 7Now Delivery team and we received a response.

      From: ************************ ******** <**************************************************>
      Sent: Monday, July 22, 2024 6:01 PM
      To: ***************** <*******************************************>
      Cc: ************************ ******** <**************************************************>
      Subject: 7Now Delivery Complaint
      Importance: High


      Hi *****,

      The customer used our *********** to submit his complaint.  The customer was Auto refunded for the damaged pizza and the spilled Pepsi on June 4, 2024.  The system generated a receipt of the refund, and emailed it to the customer. See receipt below.  We did not speak or chat with the customer directly. The customer opted to use our Auto Refund system instead.  I will send the customer another copy of the Refund Receipt for his record.   





      HELP CENTER TICKET -


      Let me know if you have additional questions.

      Marie 

    • Initial Complaint

      Date:06/21/2024

      Type:Product Issues
      Status:
      Answered
      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 June ****** @ roughly 7:00 PM I bought a green dot prepaid **** from 711 for $61.95 I returned home and discovered the money went loaded on the card .So I returned to the 711 and discovered I never received a receipt from them so that part is my fault for keavi g without it but i returned only 20 mins. Later and the employee wouldn't even recant in their register or even look through the old left behind Receipts or even check the camera footage showing g i gave him the money . He just told me basically to bad without receipt can do anything which i know is not true the camera footage shows me giving hi. The money and the change he gave back . Please help i think I the employee is pocketing the money . For himself . What can i do about this can you help me please. Thank you

      Business Response

      Date: 07/22/2024

      Please contact the customer and ask her to provide the store address where she requested the funds loaded to her Green *** card.  We will also need a copy of the front and back of the card emailed to *************************************** so that we can research this issue for customer ***********************.

    • Initial Complaint

      Date:06/19/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 location continues to charge more than the price displayed for an item, and refuses to adjust the price at the register. Celsius Sparkling prices displayed is $2.69 but I was charged $2.89. In addition, they are not honoring advertised promotions as displayed. The promotion to Buy 2 Get 1 Free is advertised for the all Celsius drinks but was not honored on the Celsius Sparkling.

    • Initial Complaint

      Date:06/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 4/22/24 the manager of this store racially profiled me and refused to accept my in-app mobile checkout receipt for a small coffee purchased with my rewards points even though the location's website and signage clearly state that mobile checkout is accepted at this location. he accused me of trying to scam him despite the 7 eleven app clearly showing my mobile receipt with the store's address and a completed transaction number. i called customer service while still in the store and had them confirm that the transaction was valid and showing in their system and even then he continued to hold my coffee hostage and refusing to accept my mobile checkout receipt. i was then forced to get customer service on the line again and have them refund the mobile purchase so i could re-do the transaction at the register. at this point it had been sitting at the register for a good 30 minutes. after redoing the purchase at the register i went to get a fresh hot coffee at which point he lunged at me, yelling and spitting food from the tupperware he was eating from and snatched the cup out of my hands, telling me to take the cold coffee that was sitting at the register. when i refused to take the stale cold coffee he then physically invaded my space forcing me out of the store and threatened to call the cops as i recorded his mistreatment of me. i have video of the incident as well as all receipts corraborating this report.corporate has ignored me and refused to rectify the situation and 7 eleven's online customer service does nothing but respond with AI generated responses that have nothing to do with the issue -- one even addressed me by some random lady's name as if they don't even bother to make sure they're sending an email to the correct customer. btw this location also knowingly sells expired food and drinks and if you accidentally purchase one the manager refuses to refund you. it is absolutely abhorrent and vile that a loyal customer would be treated this way.

      Business Response

      Date: 07/22/2024

      Customer **** ******** complaint has been documented and case was created (CS2370601) which will be investigated by 7-Eleven Area Leader ******* *******.  Mr. ****** will receive an update by Mr. ******* or the 7-Eleven Store Leader.

      Customer Answer

      Date: 07/29/2024

      ******* responded by sending me the same generic auto response I received when I first reported this issue. No apology, no acknowledgement of or apology for the fact that he ignored my response to that first message months ago. No personalization that shows that he ever actually read or understood my complaint. Just a boilerplate one line non-apology. 7 Eleven truly does not care about this issue.

      Customer Answer

      Date: 07/29/2024

      I am rejecting this response because:   I provided EXTENSIVE documentation and receipts confirming how poorly I was treated by both store management and the customer service team.

      ******* responded with a generic boilerplate one-line message that included neither an apology, nor an acknowledgement of the problem, nor an indication that he actually read my complaint and understood the severity of management's offense. I was racially profiled, kicked out of the store for attempting to use mobile checkout, in a store with signage both inside the store and on their website saying they accept mobile checkout.

       Iwas then ignored for months (including ******* ignoring my response to his initial generic non-apology template email) and his response is to send me the same exact copy/paste reply that was sent when I first complained about this issue??

      Unbelievable.

      7-Eleven truly does not care about this incident or their customers.

    • Initial Complaint

      Date:06/10/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      A couple months ago my food stamps were stolen at that store they were never replaced. They also over charge everyone they have tried double charging me every time Ive gone there if you dont pay attention you get over charged they refuse to give you receipts if you do notice and say something and ask for a refund and now I know of two people who used their food stamp cards there then the very next day their stamps are gone and used at a store in ******* ******** I believe they use a card skimmer to steal peoples numbers so many people have complained about it and they are very rude to people and constantly have a toddler there with them while working running around behind the counter and through the store

      Business Response

      Date: 07/22/2024

      Please contact the customer ***************************** and ask her to provide the store address,  so that we can investigate this further.  I have created a case CS2370583 but we need to include the store address.  The case will be on hold until the requested information has been provided.

      Customer Answer

      Date: 07/22/2024

      I have reviewed the business response and accept this resolution. The address is ********************************************************

    • Initial Complaint

      Date:06/06/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Im a tourist visiting ********** and on June 6, I went to 7-Eleven #***** located at *******************************************. I bought one (1) bottle of Pure Leaf Sweet Tea (18.5 oz). They charged me $4.10. I told the cashier, whose name was *****, that this was not the correct price. He told me the price was accurate. I explained that this was the price for two bottles, but he insisted it was not. I then asked for my receipt, and he refused to give it to me. This is outrageous; it is a scam and a fraud. I can't believe this happened at 7-Eleven. I demand a refund to my credit card for the amount they overcharged me.

      Business Response

      Date: 07/22/2024

      Customer ****** ***** was sent an email on June 21, 2024 by the 7-Eleven Franchisee and requested that Mr. ***** provide a mailing address, so that he can send the refund.  Case is considered closed.

      Customer Answer

      Date: 07/23/2024

      I am rejecting this response because:   They havent sent me any gift-card or refund so the case cant be close.

      Customer Answer

      Date: 10/05/2024

      Yes, the business gave me solution.

    • Initial Complaint

      Date:06/05/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      A 711 in ********** on maple st and ******* has been stealing money from people using EBT, When Someone using Eb t goes to check out. They scan stuff under-the-counter to make the price. Go up higher every time they've been caught doing it. They refund the money or give the person that caught them something from the store. The racist and they kick people out for no reason. But mostly they're just still from people using Eb t and mostly. It's the homeless population that has e. B. T.

      Business Response

      Date: 07/24/2024

      Customer *************************** case *********** was sent to the store and the 7-Eleven Area Leader *******************************.  The 7-Eleven Store Leader ***************** sent the customer an email on July 23, ******************************************** order to resolve.  We consider the matter closed.

    • Initial Complaint

      Date:06/02/2024

      Type:Product Issues
      Status:
      Answered
      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 50 dollar prepaid greendot bank card from 7/11. Address information, *********************************************** *************** store # *****. I went home to activate the card, the store employee exchanged my greendot card with his. I went back to the store the employee called his manger. The manager said to come back the following day, 06/02/2024. I sat the employees phone on the counter, he had suggested to call the police so I went to pick up the telephone and he grabbed my fingers roughly caused my fingers to break. I was able to break free and left. I went back to the store today to speak with the manager. He refused to give me a refund or the correct card. I contacted police department and they advised me to seek help.

      Business Response

      Date: 07/22/2024

      A case was filed for customer *************************** ****************************** on June 1, 2024 as she contacted the 7-Eleven ************* hotline.  Her case will be researched and handled by *************************.  The customer will receive an update regarding the status of her case by *************************.

    • Initial Complaint

      Date:05/29/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My order **************** for the 7Now app was cancelled and then whenever I tried to order again it kept canceling. I am unsure if it is a technical error or not but please restore my account so I can use it again. Thank you!

      Business Response

      Date: 07/23/2024

      Resending the reply received from the 7Now Delivery team as the attachment was not accepted.  We consider the case closed.

       

      From: ************************ ******** <**************************************************>
      Sent: Monday, July 22, 2024 5:35 PM
      To: ***************** <*******************************************>
      Cc: ************************ ******** <**************************************************>
      Subject: 7Now Delivery Order - Complaint was received through BBB
      Importance: High

      Hi *****.

      I reviewed the customers account and his 7NOW account is active.  The last order the customer placed was processed on May 24, 2024.  However, the order was canceled because the customers credit card failed. 
      We believe his charge may have failed because of his address.  The word null is included in the address field.    

      We will contact the customer to let him know his address may be causing the problem.  He will need to remove the word null from the address field before placing a new order. 


      Thank you for bringing this matter to our attention.

      Best regards.

      *****

      Customer Answer

      Date: 07/23/2024

      I have reviewed the business response and accept this resolution. 

       

      I will try again and if it happens again I will reach out

    7-Eleven, Inc. is NOT a BBB Accredited Business.

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