Complaints

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

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  Roundy's Supermarkets, Inc.

  875 E Wisconsin Ave Milwaukee, WI 53202-5404

  
• 

  Roundy's Supermarkets, Inc.

  1291 Lombardi Access Rd Green Bay, WI 54304-4046

  
• 

  Roundy's Supermarkets, Inc.

  2700 N Ballard Rd Appleton, WI 54911-8657

  
• 

  Roundy's Supermarkets, Inc.

  2538 Ironwood Dr Sun Prairie, WI 53590-8820

  
• 

  Roundy's Supermarkets, Inc.

  4698 S Whitnall Ave St Francis, WI 53235-6052

  

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:04/27/2025

  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.

  Hello, I feel that I was treated unfairly while grocery shopping with my children at a pick n save. On Apr 14th, in the evening I went shopping for about $300 worth of items on my way home from work. When I walked in, I think there were registers open for one to have their items checked out by staff. When I made it back to the front to pay for my things, all of the registers were closed, and everyone was using self-checkout. I figured that I had too many items to go through that process and hold up the line. So, I approached the 2 young women managing SC and asked if I had to use it with $300 worth of items and one of them replied "yeah". After that I got in line and waited for a station and my kids started to help me scan my things. After having trouble with the machine alerting help, 1 of the young store employees open up the register and takes the entire SC line. I ask her again; "can you help me?" She then says, "if you step over in line" (with a smirk on her face). I then got in line behind everyone again and waited to be checked out. I am filing this complaint because there was a manager on shift as well and I feel that she could have handled the situation differently when it came to doing her job instead of joking and laughing loudly with coworkers when there is an immediate need for staff. I also feel like the employees may have seen my groceries and did not want to ring them up, so they wanted me to use self-checkout. Being treated that way but seeing others be treated differently in the same setting is a little concerning. I am filing this complaint so late because I have been busy, but I normally shop at this location and was hoping that this does not happen again otherwise it makes me question whether I am allowed to shop there comfortably or not. The store manager ******** is who I spoke with when I called to explain what happened and she explained with an attitude that they usually shut down the registers when there is low traffic. (She was no help).

  Business Response

  Date: 04/29/2025

  *****, Thank you for shopping with us and reaching out to us with this feedback, our store leader let me know you were able to connect yesterday. He appreciated the chance to speak with you and continue to coach his team. Thank you.

• Initial Complaint

  Date:04/16/2025

  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.

  ***. pu groc. on Jan20 got to PNS 10m early and checked in (they let 15m early). After 25m of wait and delivering groc. to car that pulled up after me y.f. colleague came over & said it would be 10m. Ask why as I had been waiting for 25m ***** told me that I was early. "yes but I have been ordering groceries for yrs and have been allowed early/late by 15m. 20m ltr she came out w/ colleague & said there was a problem with my order, it would be out shortly offered me a $10GC. " i don't want the gift card, what is the issue". She said looking for something that was not even in my order (peas) At this point I am on with the *****# trying to find out the issue. I said, now you are lying to me that is not in my order and 20m ago you told me 10, how much longer? She then left and went back inside, another 10m later (now 45m into waiting for my pu) i walked inside and i heard her and 3 other colleagues complain about me. I said "I hear you ******** about me, what is the issue" the young assistant manager said he was just made aware of the issue and my order will be out shortly, i asked what the hold up was and they handed me breakfast sandwiches, i said again not in my order, you have 5m or I am leaving. w/in 5m they were coming out with my groc. I loaded them into the girl with a the girl and said "if you wouldn't have been ******** about me and finished up my order I would have been gone already" She said nothing. Still on with the *****# they could hear everything, that next morning I got a call from a local number and I answered this is ****, the caller said good, how dare you call my young employee a ******. I never called her anything, who is this, she said none of my business, then I asked how she got my number and she said not my business. Told me I was banned from store. called *****# & filed complaint. Called 2X weekly since and they told me they are still working on my case. It has been 3 mnths, no call back. I want to know how the colleague got my #

  Business Response

  Date: 04/17/2025

  ****,Thank you for taking the time to share this feedback and allowing a member of our team to reach out and address it with you. Let us know if anything remains unresolved and thank you for shopping with us.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair 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.

  ********* advertised gasoline discount was not honored.I am still hoping for a fair resolution, a reimbursement for $1.80 x 32.7 gallons = $58.86. Tech Team Reference # ******** ******* station informed us, when we gave them our card, that the discount did not work. This is the second time in a row. My wife called Kroger on March 11 or 12 and talked to representative, who asked for a picture of the gas station receipt, which my wife emailed. The representative gave us the above reference number and said someone would call us soon. The only response since then have been two automatically-generated emails.

  Customer Answer

  Date: 04/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  I was contacted by Kroger and my complaint was satisfactorily resolved. THANK YOU for your help.
  
  Regards,
  
  *** *******

  
  

• Initial Complaint

  Date:02/28/2025

  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.

  02/28/25 2:03 pm I purchased meat . Arrived home 2:19pm noted the meat smealled spoiled call the alerted store 2:38 pm return to the store to return the meat . The lady @ the desk with a name tag of **** assisted me . I explained the issue and requested a supervisor she began to over talk me refusing to get a supervisor. She stated she would give me a store credit I did not need a supervisor and threw a gift card on the counter which I did not touch . I ask repeatedly for a manager as she walked away from closing the service desk taking back the gift card . She was very rude and demeaning and refused to get the manager . I tried calling the store and she repeatedly hung upthe phone I realized It was **** answering the phone . I remained calm and left the store when I realized I was getting no assistance no meat no refund or gift card . I paid ***** to be disrespected and treated rudly because thats all I recieved . I have a video

  Business Response

  Date: 03/03/2025

  Ramari,

  Thank you for sharing your concern with us. Our Store Director for this location has left a message on your phone, please do return this call at your earliest convenience. Thank you!

• Initial Complaint

  Date:02/11/2025

  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 January 30th, 2025, I purchased a bottle of discounted wine, "Decoy" brand which was advertised at a discounted rated. On February 1st, 2025, I purchased two more bottles from the discounted shelf at checkout, which I believe was marked down from $17.99 each to $7.99 each. The receipt reflected that all three bottles were charged full price at $17.99 per bottle. I went to customer service a total of three times over the next nine days. First, there were no employees in customer service. The second time, an employee had to call a manager who never showed up to the desk. I left my name and said I would come back. I went back on February 10th for the third time and was treated very condescendingly by an employee. She said she called a manager and was told that all alcohol sales are final and questioned why I was coming in with this issue after so long. I explained and stated I was looking for a price adjustment, not a refund. The way she portrayed my discrepancy on the phone to her manager was inaccurate, merely making it sound like I bought liquor and now wanted a refund. Furthermore, the manager ****** she spoke to did not take the time to talk to me in person, rather he dismissed the situation. I left feeling scammed and insulted.I am sure there are cameras showing the listing price, and the receipts are attached to my account after entering my phone number. I am wondering if the store is falsely advertising intentionally for profit.

  Business Response

  Date: 02/11/2025

  ******, Thank you for shopping with us and making us aware of this concern. Our Store Leader has reached out to you, please do return his call at your earliest convenience so he can make this right for you. Thank you! 

• Initial Complaint

  Date:01/11/2025

  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.

  Pick up orders are never ready at the time chosen. Mutiple pick up orders have been late. I have gotten to the store and have been asked to come back. Sat outside for 45 mins waiting for orders. The most customer service or the store does is apologize offer $5 and say they will send the information on. Next order placedlate again. Every single time. I should state this is not the only location. Every single location within my city I have had one or more late orders multiple times

  Business Response

  Date: 01/13/2025

  ******, You should have a voicemail from a member of our team this morning, we appreciate you shopping with us and giving us the opportunity to address this concern. Thank you!

  Business Response

  Date: 01/13/2025

  ******, You should have a voicemail from a member of our team this morning, we appreciate you shopping with us and giving us the opportunity to address this concern. Thank you!

• Initial Complaint

  Date:10/30/2024

  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.

  On 10/25/24, I picked up my grocery order at *********** in ********. I had looked at my checking account prior to picking up the order and noticed two pending duplicate charges for $168.59. I notified the person who brought my groceries out about this and he said the second pending charge would drop off as soon as I picked up my groceries. This has not happened.I sent two emails to customer service with no response. I called Kroger customer support yesterday and today. Yesterday, I was told to contact my bank. Today I was told the charge should drop off in a another 3-5 days. When I spoke with my bank yesterday, the cashier shared they are getting lots of complaints because it is Kroger's new policy to place duplicate holds on the accounts. On 10/28/24, the charge of $168.59 posted and cleared my bank. As of today, Kroger continues to leave a charge of $168.59 pending on my account and keeps switch the date daily. For example, today the date is 10/30/24 yet the purchase was paid for. No new orders have been placed. In these tough economic times, I cannot afford to have pending charges on my account for orders I did not place.

  Business Response

  Date: 10/30/2024

  Hi ******, Thanks for reaching out to our team with this concern, we had a member of our team has reach out to you directly earlier this afternoon. Thank you!

  Customer Answer

  Date: 10/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  A member of your team did reach out to me and ask for more details.  However, the issue has not been resolved. My bank, ***, is telling me you are placing the duplicate hold on my account and you are telling me it is the bank.  All I ask is the duplicate charge be removed.  I reviewed  my account today and now the date for the pending duplicate charge changed to today.  As you can imagine this is very frustrating.
  
  Regards,
  
  ****** ******

  Business Response

  Date: 10/31/2024

  Hi ******,
  I understand the frustration and I appreciate your understanding as we share the system processes. I have attached the transaction history we see in our system it shows only one charge to your card,which means our system does not have any pending charges and the hold has been released. ***** is going to follow up with you tomorrow morning to check in, so you have another touch point with our team along the way. Thanks for following up here.

• Initial Complaint

  Date:10/15/2024

  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 had coupons loaded into my picknsave account so that when you make a purchase the coupons give you the discount when you shop there.This day was free bacon and buy one lunchable get one free.none of the discounts where taken off .I contacted Pick n save and they gave me.$5.00 dollars off of my next pick up or delivery order.i dont use either one of those services. I want my money refunded $4.99for the bacon .$2.19 for the lunchable ,that is $7.18 to be refunded to **** have my receipt I have all the screenshots showing that they falsified and did not give me the discounts.

  Business Response

  Date: 10/17/2024

  Hi **** - Thanks for sharing this concern with us, we reached out to you via the email address provided, below is a copy of that message. Thank you!

   

  Thanks for reaching out with your concern, we appreciate the opportunity to address! When reviewing your purchase, it looks like the sales were not triggered as the requirements were not met. With the Free Bee Friday items, the discount is applied once the minimum purchase threshold of $35 is reached. The Lunchables sale was on a different item.
  
  All of that said, we appreciate your shopping with us and we have applied a credit to your Fresh Perks account for $8. You will be able to utilize that on your next shopping trip. And our teams are happy to address questions in-store, our teams are happy to help if you have questions during your visit.

• Initial Complaint

  Date:09/10/2024

  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.

  Delivery problems, availability of product to delivery or pick up customers. Staff inappropriate dialogue and lack of follow-up. Company giving me pieces of information via email and then not fulfilling them. Breakdown in communication between instacart and pick n save. I'm in the middle because I'm told to work with each company. Product that's moldy that is not being credited even after being instructed to purchase the more expensive product. I have multiple emails to the assistant store manager who instructed me to let him know of all the issues and concerns that there was no follow-up. I'd never obtained the tickets that I was due to after fulfilling the purchases required to obtain for free. Assistant store manager never followed up on that. I have emails from customer service that are contradictory to phone conversations. Items that I never ordered were charged to me and not refunded.

  Business Response

  Date: 09/12/2024

  ****, thanks for bringing your concerns to our attention so our team could reach out yesterday to address. We appreciate you shopping with us!

  Customer Answer

  Date: 09/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Yes I spoke with ***** this morning and issues related to the store have been resolved. Corrective measures have been taken. However they're still remains concerns regarding the instacart delivery their inability to deliver to the correct home, the correct product, and the correct charges. However that has to be put in as a different concern. Thank you for your help.

  
  Regards,
  
  **** Lynn **************

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair 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.

  So I bought 4-12pks of coke at 4.99 apiece on the 27th. I was doing pickup of my order the 28th bc I would not see it before the pickup time was over. When I placed my order they took the ***** directly off my *** card so I assumed I paid for the items just need to pickup on Wed. Well I go to pick up and I was charged an extra ***** on my cc because according to them since I didn't pick up on Tues when order was placed i ave to pay full price. I said well u guys tookhe money off my card on the date I ordered so they end refunding me the ***** on my *** I was told they couldn't put it bk on my cc. So I said whatever I guess. So I go to look at my bank account and there is whole new charge off my cc for ***** now. That's almost 40 off my cc for something that was solely bought on my ***. I now have an overdraft fee due to pick n save taking money I didn't authorize. Both charges are between the 27th and 28th of this month ***** off my cc and ***** on ***. The *** was refunded though. When I called I was hung up on when asking for a supervisor and was told in online chat to call finance **** at the same number I was hung up on

  Business Response

  Date: 09/06/2024

  Hi *****, It sounds like you spoke to a member of the team yesterday and he was able to resolve your concern. Thanks for shopping with us and have a great rest of your week. Thanks!

  Customer Answer

  Date: 09/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *************************