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. has 106 locations, listed below.

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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:07/19/2023

  Type:Delivery 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 7/6/2023 I called Pick and Save regarding getting a dozen red roses delivered to a business in ********, **. They told me to go on their website and place the order via Instacart. I placed the order and it was cancelled later that day and I have never received the $28.20 credit. I have called Pick and Save 4 times and Instacart 5 times and emailed Instacart to try to resolve this matter. It has been a chaotic process since the beginning. Can you please help me get my money back?Thank you,******

  Business Response

  Date: 07/21/2023

  ******,

  Thank you for sharing your experience and providing us the opportunity to make this right! Please look for an email from me so that we can get this resolved for you.

  Thank you!

• Initial Complaint

  Date:03/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 17th, I made a purchase and tried to also get $20 in cash back. The self scan machine locked up. An attendant came by and said the machine isn't working now, and I could not take my groceries. I also didn't get $20 in cash back. I ended up going through another check out and just got my few groceries, that's all. I checked my bank account during the next few days and there was a charge for $32.57 from my transaction that locked up? I called the store and they gave me a case number. I called the customer service number provided and explained my situation. First, I was told the money would be back in my account within **** days. I checked, and nothing. Called back a second time. Was told money would be in my account by March 10th. Nothing? I called a third time and they apologized for the inconvenience and said, the money would be in my account March 17th. The banking day is over, it's 8:30 p.m. and nothing was deposited in my account. I am fed up, and sick and tired of calling and having no results. I explained that I would be going to the BBB if the money was not deposited in my account March 17th. I am hoping you can help me get my money back from this first transaction that never happened. There was no receipt since the machine locked up, but I do have a receipt for the second transaction of just my groceries, which then will place me at the business on that day. The company acknowledges that two transactions were made. Thank you

  Business Response

  Date: 03/24/2023

  Hi *******,
  I want to thank you for reaching out to us here so that we can address this issue for you. Our team is working behind the scenes now to process your refund, while that happens I did want to send over a note to you here letting you know to look for an email at the provided email address so we can get you the real-time updates.
  
  Thank you for your patience with us in getting to this solution for you and for shopping with us. 

• Initial Complaint

  Date:02/03/2023

  Type:Delivery 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.

  Ordered online for a delivery. The initial order had 10 items. The delivered order was missing one item. The receipt of the transaction shows all order items except the missing item as out of stock. I authorized two substitutions. I received all items marked out of stock including two substitutions. The receipt is showing an additional *********************************** delivered. I'm unable to tell what the correct totals should be. When I used online customer contact form agent ********* *** responded, asked a few questions then disconnected. On reestablishing contact the form faulted out.

  Business Response

  Date: 02/06/2023

  Hi *****,
  Thanks for shopping with us! The best way for me to respond to this is share where you can request a refund on the item(s) that were not delivered after viewing your receipt.
  
  When you log into picknsave.com or the ap, you should see your name, which when you hover over, expands allowing you to see an option titled,my purchases. Within this menu, you should see the shopping trip in question and the option to see order details. As a part of the purchase details, you will see the option to view your receipt and below that, request a refund.
  
  The attachments uploaded are not opening for me, so Im hoping this explanation helps you quickly address your question through the team that can provide that refund directly to you.
  
  Thanks again for shopping with us!

• Initial Complaint

  Date:01/31/2023

  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.

  Date of transaction: 1/24/2023 Pick up online order for 15 items. 1 of the 15 items was 1 pack of Thin Cut Chicken Breast Cutlets. The price on the website for the chicken was ****. However, after picking up my order I was charged $967.01 for the pack of chicken. The chicken weighed **** lbs but on my receipt it says the chicken weighed ****** lbs. My bank account was overdrawn, as I was charged ******** for the 15 items total. I called and spoke with customer service and was told I would recieve a refund, store credit, and an investigation for shopper fraud. I last spoke with a Kroger representative on 1/31, I was told the refund request was successfully sent on 1/27 and it would take **** business days to process. I asked for something in writing that states a refund was sent and I was told someone else would have to help me then I was hung up on. My case number is ********.

  Business Response

  Date: 02/01/2023

  Hi *******,
  Im sorry this happened to you and thank you for sharing all of the detailed information with us so we can address this! I was able to reach out to our teams and it sounds like the refund has been requested and is being processed. Im going to send you an email outside of this system so that you have my direct contact information and so that I can send you an email directly with the confirmation / authorization code once we have that available, my understanding is that takes about 48 hours.
  
  Thank you for bringing this to my attention and look for an email from me shortly!
  
  Thank you,
  ******

  Customer Answer

  Date: 02/01/2023

  [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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/12/2023

  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.

  I purchased a ticketmaster gift card from ************************** on June 1, 2022. I have receipt. When I went to use the gift card on November 24th, there was no value. (This also happened last February with two ticketmaster gift cards from the same store. It was resolved by the store manager several months later. Again, the purchased value failed to upload to the cards. Ticketmaster cards again.) I started the process to get reimbursed for the current failed card on Dec. 13, 2022. I have an email from them that provided an incorrect number. A number to a phishing scam no less! I started making phone calls and was reassured that my credit card would be reimbursed. No reimbursement yet. I have made approximately five or six phone calls to the ******** number. The last call was 1-11-23 where after 41 minutes, my call was dropped. No call back. The person on the phone had verified my call back number. No email. Each person transfers, has poor communication, does not know what to do and there has been no resolution or refund. My concern is also the number of these ticketmaster gift cards that are being sold with no value. It has been nearly a year since the issue was first noted by myself. I have had no issue with any other gift cards from pick n save. In addition, *****, the manager at the Burlington store was helpful and stated if I could not get help, she could try. She stated with the February incident "you wouldn't believe the hoops I had to go through". Please help me to get my reimbursement. More importantly, how many cards were sold with no value to customers?I'm not a computer person and not able to upload the documents at this time. I have my original email and receipt.

  Business Response

  Date: 01/12/2023

  *****,

  I'm going to be reaching out to you directly to gather some additional information so that I can best assist you. Can you please look for and respond to my email?

   

  Thank you,

  ******

  Customer Answer

  Date: 01/19/2023

  [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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:11/10/2022

  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.

  In January of 2022, I discovered fraudulent charges were being made to my bank account through my Kroger account. These charges were happening in real time when I noticed them occurring, and they were happening at a Kroger store in *********, **. I live in ******, **. This person purchased $150 worth of gift cards using my Kroger account. My bank cards were not used anywhere else. The culprit only got access to my cards through the Kroger app. Upon investigation, this is not Kroger's first security breach. I was told by Kroger that the person actually bought these gift cards in person. How is that possible? Who allowed a customer to buy $150 in gift cards with no bank card in hand and an ID with a name that didn't match the name on my account?I immediately called my bank to notify them and they began an investigation. While I didn't know it at the time, apparently part of opening an investigation includes my bank sending a charge back to Kroger for $50. I have since found out that I am now banned from using my Kroger account because of the charge back. Let me add, Kroger did not pay the $50. I was told I must provide proof of the fraud before I'm allowed to use it again. Not sure how I can do that nor do I believe it is my job. They literally have a fraud department for that. It shouldn't have happened in the first place, but I know these things happen. Improve your security on your apps and maybe educate staff on purchases without a bank card or matching identity. But to go as far as to say I'm no longer allowed to use my Kroger account is horrendous.I'm still fighting for my $50 (credit card company covered the other $100), but now also the right to use my Kroger account without some piece of paper they know I cannot provide. Kroger is the only entity that can determine whether or not it was fraud and they refuse to acknowledge it. I also think other people need to be made aware of this.

  Business Response

  Date: 11/16/2022

  ******,
  I can only imagine how frustrating this experience has been for you, I want to apologize for that and let you know how much we appreciate you reaching out to us through this channel to provide us the opportunity to address this situation.
  
  Im going to send you an email separately, so please look for that. We have been able to unlock your account and via that email we want to confirm a mailing address to send a refund check. With that email, you will also have our contact information directly.
  
  We appreciate your shopping with us and thank you for bringing this to our attention so we can make it right.
  
  Thank you.

• Initial Complaint

  Date:10/21/2022

  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 had a pick up order from Metro Market in *********, **. When I arrived they had switched all of my non-dairy items with dairy without contacting me, even though I asked for updates on my order. I needed the non-dairy items and could not use the dairy. The person working was nice about it and removed the items, saying I would get a new receipt by email. When I got the new receipt it still had all of the removed items totally $39.14 in groceries that I paid for and didn't receive. I called several times to resolve this and wasn't helped, twice I just waited to get a manager on the phone until I had to give up. I went into the store and talked to two women who were both managers. At first they told me to just check the final receipt and that the items were removed. I was showing them the final receipt, both printed and on my phone the whole time. Finally they got it and apologized. The solution was to give me a $40 gift card to cover the cost of the items. They were not very helpful and argued with me for sometime without actually listening to the problem. Both assumed I was wrong and interrupted me repeatedly before finally seeing that I was showing them exactly what they told me to look at and they had overcharged me. I was very surprised when I went to use the gift card and there was nothing on it. I am not sure if this was an error or intentional, but I have given all the time I can give to resolving this without filing a complaint. I am out $40, they were made aware of the issue in several ways: email, phone, and in person. They acknowledged the error was theirs and told me they were resolving it and still I'm out $40 in product that I paid for and never received.

  Business Response

  Date: 10/26/2022

  Hi ******,
  Thank you for sharing this experience with us and allowing us the opportunity to make it right for you, along with creating a teaching opportunity for our store teams. I am able to issue a credit to your Fresh Perks account to provide you with the requested credit. Would you be able to reply to the email that I sent you to confirm your Fresh Perks Card Number (or alternate ID) so that we can digitally issue that credit?
  
  Thank you,
  ******