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.

  1123 N Van Buren St Milwaukee, WI 53202-3269

  
• 

  Roundy's Supermarkets, Inc.

  2502 Shopko Dr Madison, WI 53704-4119

  
• 

  Roundy's Supermarkets, Inc.

  6462 S 27th St Oak Creek, WI 53154-1036

  
• 

  Roundy's Supermarkets, Inc.

  7201 S 76th St Franklin, WI 53132-9041

  

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:08/09/2024

  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.

  Heres a VERY brief overview of what Ive gone through:On July 20, 2024, I placed a pickup order for 07/21. I received a message saying they were delayed in putting my order together. I called the store and informed them that due to the delay, I'd be unable pick-up my order that day and asked the lady to hold my order until 07/22. She said this was no problem.On 07/22, my family went to pickup my order, due to a medical complication I had. My mom and daughter each tried to get it, but both were told they "didn't have it". I called the store later and was also told that "they didn't have it" and that I'd need to contact Kroger's 800 number for help. I then called the 800 # and spoke with ******. After an hour call, she said approved a refund for my order.I also went INTO the store and spoke with the manager, *****, who said my order had already been picked up! But its wasnt picked up by me or my family! He said I'd have to again contact Kroger's 800 number for help.On July 23, 2024 I received an email from ********, saying my refund was now DENIED. So I went back into the store on July 24, 2024, and met the assistant store manager, *******. He contacted the 800 number for/with me, to see why I received this email. After another hour long phone call, their **** ******, stated that the issue something on THEIR end: the request wasn't sent through. Believing the issue was figured out, I thanked ******* and left the store.More than two weeks, I still haven't received a refund on either of my payment methods, so I placed ANOTHER phone call to corporate on August 7, 2024.This rep., *****, again said the STORE denied my refund. Eventually, he said he got it reapproved and that I can expect a refund within 30 days. Rightfully so, I didn't trust his response, so I requested to speak with a manager, only to be HUNG UP ON after NINETY minutes on the call.I'm a disabled citizen and what I've been put through has had a significant toll on my health.

  Business Response

  Date: 08/09/2024

  *****,

  Thank you for shopping with us - and reaching out to give us the opportunity to address this concern. This afternoon you should have an email with the refund information and a voicemail from a member of our team. Let us know if there are questions. Thank you again for shopping with us.

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a pick up order with them bc soda was 4.99 a 12pk. I bought 4 and a few other items equaling roughly $40. I went to get my order, first I was never informed my order had items not in stock usually rec an email or text, but when I got there the guy said he found my last 12pk so he just swapped with the replacement they put in my order. I said ok but as I was looking at the receipt I asked why I was charged $10 more and on my cc when I didn't buy anything to b put on my cc. The order was being paid by ebt. I was told it would correct itself. Well it didn't and I called Kroger I was told on may 5th I would be issued a refund would take 7 to 10 business days. Said ok hung up phone called back on the 14th was told a refund was never initiated. Called a 3rd time was told it was initiated and I would see an email and refund in a fee days. We are now at the 24th of may and still no refund or action done on my order. Copy of may 5th email confirmation down below

  Business Response

  Date: 05/24/2024

  *****, Thank you for shopping and reaching out so we can address this concern. It sounds like you've spoken to a member of our team who addressed the concern. Let me know if you need anything else and have a great rest of your day. Thank you!

  Customer Answer

  Date: 05/24/2024

  [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,
  
  *************************
  

• Initial Complaint

  Date:05/08/2024

  Type:Billing 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 placed an online grocery order #******************* with Pick n Save/Kroger on 5/7/24 and agreed to the charges on the *** CARD amounting in $36.94. However, my final receipt showed that I had been charged on my bank card an additional unauthorized fee of $6.49. When I called to inquire as to why my bank card had been charged when all of my grocery items were *** approved, I could not get a clear answer and kept being placed on hold by the agent. I was finally put through to a supervisor by the name of ***** who informed me that there pricing had changed and thats why my card was charged. My authorized payment amount should not have changed due to the fact that there price changed the next day in which my order was due to be delivered. I am very disappointed and am interested in having the additional charges reversed. Thank you, ******************* reference number #********

  Business Response

  Date: 05/09/2024

  We appreciate you sharing your experience and allowing a member of our team to address the questions about grocery delivery, along with issuing you a credit. Thank you.

  Customer Answer

  Date: 05/09/2024

  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.
  
  [As per my original complaint, I am requesting a refund as a I only order online due to my disability and would have to spend at a minimum $35 in order to qualify for a free delivery. Therefore, Im still spending way more money than budgeted. The extra $6.49 was taken from my childs child support card. I am only asking for the return of those funds. Thank you.]
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/09/2024

  Hi! It sounds like our team reached out and resolved this, thanks for contacting us!

  Customer Answer

  Date: 05/13/2024

  [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,
  
  ***************************
  

• Initial Complaint

  Date:05/02/2024

  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.

  I had a prescription called into Pick N Save Pharmacy on 4-29-24. I went to pick this up late in the after just after 3:00pm. The worker ***** refused to complete my prescription. Said she sent a e-mail to my Dr. for some further information because of other medicines I'm on. I needed this medicine so I called my Dr's ****** (while at the counter with *****) I tried talking with 3 different Dr's ****** on this matter, however bc it was after 3:00pm all staff were done for the day & wasn't able to get my new medicine. In the meantime another person came to the *************** told me to back away for privacy of the next person. I said no bc you are working with me and the person who walked up can wait their turn and stayed at the counter. She then processed to help the person who walked up to the counter (with me still at the counter) yes I over heard all of this customer's info personal and info on their prescipition (If I was that person I'd me very concerned knowing someone else just heard all my personal info). I did tell ***** this was completely ridiculous they can't fill my prescription (Don't you think the Dr already reviewed my info. before sending in my prescription. She refused to knowledge my concern. So I went home very unsatisfied and very upset. I called ********* for a transfer of my prescripitons from *********** and was taken care of and was told give it 2 hours and yes you can get your new medicine yet today. I waited til 6:00pm called ********* back to check the status. They told me they sent the request over but haven't got anything from ***********. So I called *********** talked to *****, she never asked for my info, name/DOB ect. (now this could have been anyone calling) told me she got the request and it will be done. It never was done. I had to call them again on Tuesday 4-30-24 three different times in order to have this transfer done (this never should have been like this). I then called ********* and finialy it was done and got my med filled.

  Business Response

  Date: 05/10/2024

  Thank you for reaching out with this feedback, a member of our team has contacted you at the number provided. Let us know if you have any questions. 

  Customer Answer

  Date: 05/11/2024

  [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,
  
  ***************************
  

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a pick up order on 1/26/24 - within 60 minutes of picking up I used the chat feature for customer service and told them I had been overcharged for 2 items. They were ham slices. I ordered 2 at $2.99 each. I now wonder if this was a typo but when checking it said each not per pound but I will continue the explanation and even that price would not make sense.When I put the groceries away I had 2 full hams. One was labeled for $7.89 and one for $34.56. This still would only equal $42.45.I was charged $84.29 for these 2 items.When chatting I explained this and I was told on 1/26/24 I would be refunded $78.31. I checked back via chat a minimum of 8 times and telephoned twice. I was told numerous times different stories *the refund was never processed *the refund was processed on different dates. (I was told 1/26/24 - 2/10/24 and 2/12/24 *the refund would be in my account in multiple days *each time is did not show up I was told 3-5 more business days each time *the last chat the agent literally ended the call when I questioned who I could confirm with *I was told Friday February 28th would be the date I would now receive a refund. The 28th is not a Friday, when I asked to clarify they refused to answer

  Business Response

  Date: 02/22/2024

  *********,
  Thank you for bringing this concern to our attention so we could address it! It sounds like resolutions are in the works and youve connected with a member of our team along with having his contact information for follow up. Thank you for shopping with us and giving us the opportunity to make this right for you.
  
  Thank you!

  Customer Answer

  Date: 02/26/2024

  [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. 

  I appreciate the quick response and reaching out to me.  I am sorry it had to be elevated to a BBB issue but I felt for a month I was getting a circle of the same answers but you handled it very quickly from there and the refund has since been received with your intervention.
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  Date:12/06/2023

  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 placed 4 curbside order for my clients.I actually was saving money on a lot of items due to the sale and digital coupons they have in which my totals were a lot less because I thought the goal was to pick n save. Well ms ****** at the ******** ave location not only refused all my curbsides her reason was because I was saving to much money I said so what. Then she canceled my mother order because she said she had none of the order in stock. I definitely feel their advertisement to save money is a ploy & false advertisement because she said its at her discretion to honor any coupon or sales even the ones they have you clip and apply to your order. I have never been told I was saving to much money so my order was canceled. Then to be told a store is out of stock of alllllll the items on my mothers order. I have some proof of this ****************************** Im taking this bigger than those curbside orders. Im allowed to shop and save as much money I want without a negative ***** blocking my orders because Im saving to much money.

  Business Response

  Date: 12/12/2023

  *****, Thank you for sharing this feedback with us. A member of our e-commerce team has left a voicemail at the phone number provided so they can address the complaint with you. Can you please return their call at your earliest convenience. Thank you!

• Initial Complaint

  Date:11/08/2023

  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 placed an order for delivery and upon receiving my order, I noticed I was missing several items. I checked my receipt to make sure I was not charged for the items. Not only was I charged for one of the items I ordered but didn't receive, there were 4 additional items on my receipt that I neither ordered nor received and certainly didn't want. I called customer service and spoke with a customer service representative who stated she would issue me a refund for the additional items and the tuna that I paid for but didn't receive. I checked my bank account today and they only issued ***** which doesn't cover the full amount. I was supposed to be issued ***** PLUS TAX. I realize its only a few dollars but its MY few dollars and I can't afford nor did I consent to paying for the delivery drivers grocery bill. When I called customer service back to get the rest of my refund, the customer service representative didn't want to help me, they offered me a store credit and told me a refund would take longer. I don't want a store credit, I want my money back that was stolen from me. I had to ask him for a Supervisor several times before he finally transferred me, then I was hung up on. So i am requesting your help with getting the rest of my money back. I am owed **** still plus tax on $*****. Also I removed the tip I was going to give the delivery driver since she wanted my to also pay for her groceries without my consent and I was only given partial refund of that amount. I originally was going to tip $8 and I was only given $2.94 back from the tip. You would think a major corporation like Kroger would not fret over a few dollars especially since it was an intsacart driver and they can recoup their losses through Instacart. I should not have to spend so much time and energy to get a refund that I should never have to request to begin with. That driver should not have added extra items to my account and ********************** should make right on that mistake . $4.39 for the items and $5.06.

  Business Response

  Date: 11/09/2023

  Thank you for shopping with us and bringing this to our attention so our e-commerce team could reach out and address. Let us know if you need anything else and thank you for shopping.!

• Initial Complaint

  Date:11/03/2023

  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.

  On Sunday October 29th I was physically accosted by the self checkout woman! She tried to block my purchase of soda that was on sale stating there was a quantity limit. She lied as there was no signage anywhere limiting the amount. I confirmed this with a manager from a nearby ************ I told her to call a manager over. As I was trying to pay, she physically got in my way and put her hands over the credit card reader to try to block me from paying!!! The store was very crowded and I felt totally embarassed by the way she was treating me. The manager finally came over but never did anything to her or apologize for the horrible experience. Sadly I both called and emailed Kroger corporate and still have not heard back from them!

  Business Response

  Date: 11/06/2023

  Thanks for sharing this feedback with us, allowing our Store Director to reach out and have a conversation with you on Saturday. Thank you.

  Customer Answer

  Date: 11/06/2023

  [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 spoke with the Store Director, **** who apologized for the incident and said that the employee is no longer working at the store.  He also offered (and I accepted) his offer of a $50 store credit to help resolve the issue as well.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/30/2023

  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.

  This pick n save is absolutely horrendous. I recently moved to ************ and I'm absolutely appalled at the way this store is managed. I'm even more surprised the city of Glendale would allow this gas station to continue operating this way. The employees have their pants to their knees, using vulgar language amongst each other, trash is always overflowing inside and out of the store, coolers are always empty, entire racks of merchandise are empty, it is unbelievably unorganized for the things that actually are stocked, the store smells like marijuana inside and out, I could literally say 100 more things of how incredibly shocked I am of operations of this business. The manager of this facility should be ashamed of him or herself. A grocery store is a family friendly business and this establishment is anything but family friendly. To put it in more context: I have to refrain from taking my 6 year old son and wife their because I don't know what they will see. For this to be a franchised business, I'm even more shocked. I would expect some change to happen and for the things I have listed above to be addressed and hopefully fixed. I have no ill intent other than information sharing and hoping this business can be held to a bare minimum acceptable standard.

  Customer Answer

  Date: 10/30/2023

  I wanted to confirm my complaint was for the pick n save in ********, **
  
  1735 *********************
  ********, ** 53209

  Business Response

  Date: 11/08/2023

  Thank you for sharing this experience with us here, our store and district leader left a voicemail on the phone number provided on Monday,November 6. They welcome the opportunity to discuss this experience with you and learn how they can continue to improve the shopping experience at this location.

  Customer Answer

  Date: 11/08/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  S R

• Initial Complaint

  Date:09/07/2023

  Type:Sales and Advertising 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 was asked to enroll in a credit card while grocery shopping I was interested and I havent received anything in the mail or contacted by email or phone! But I see the inquiry in my credit.. I definitely need answers for help or I will have to dispute the inquiry its not a cost a amount but a major deflection of my credit score

  Business Response

  Date: 09/08/2023

  ******, Thank you for reaching out to us with this inquiry. I'm going to move our conversation to email - so look for one from me shortly - to connect you with the person who can help address this. Thank you!