ComplaintsforRandall's

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 10 Aug. I bought a $50 ********** Gift Card at ******* grocery ( ***** ) paid for using a Discover Credit card at Randall's Cashier Electronic payment terminal..Randall's gift card display is an open, unguarded, unprotected end-cap facing the front of the store.I have ********************* receipts.The packaging, envelope etc. for the gift card did NOT show any evidence of TAMPERING,later that evening at home I tore-opened the the gift card packaging to reveal the actual gift card inside.I immediately noticed this gift card DID NOT have the expected "security-feature" silver/gray scratch-off material.. This security feature had already been Scratched-Off This Gift card had been "Tampered With" prior to my purchase.Due to my suspicions, I did take photo of this gift card immediately after opening the packaging to demonstrate this tampering..The Gift card ID number was plainly visible , but I discovered later that the Most-Important " PIN " number was not visible and apparently erased prior to my purchase.WITHOUT this PIN , the cardholder has NO way to use the giftcard funds that have been paid for. The company accepted my $50 payment for a DEFECTIVE Gift-Card Product which the purchaser would never be able to use as advertised.On 11 Aug ~ 1:45 pm, I brought these issues to the attention of the Randall's Grocery store service-******************* and asked for restitution.None of these store staff/management offered to make any restitution citing Company Policy.I spoke with, ******************** and ***** who was called a 'Director' of the Store.***** did say that the Randall's company is aware of the gift-card tampering fraud.***** did have *** provide me with a phone number contact to their Gift card Vendor "Black Hawk Network"Upon calling that company, their phone system options for "cardholders: only says to call the number on the back of the card... hmmm...Well, the ********** gift card does NOT have Any phone number contact information.

  Business response

  08/13/2024

  To whom this may concern: 
  
  We appreciate the opportunity to address the customers' concerns. 

  Ticket #****** was created on the customers' behalf and agent ******* has contacted the customer and escalated the issue. 

  For updates and questions, please contact our ******************** at ************, option #4. 

  Aryssa
  Customer Support Center
  Case ID: ********

  Customer response

  08/13/2024

   
  Complaint: 22130304
  
  I am rejecting this response because:
    I have  yet to  receive   a  refund as  promised in the  email  from the company
  I  talked to  a Mr ****** on  13 Aug  who  explained ( in simple terms) 
   their  internal  process -     multiple   departments,  & approval, ..    then  a Store "UNactivated" Gift  card   to be  Snail Mailed to me       maybe in  2+  weeks?
  Also, I should receive another email from the company's Gift Card  dept  directing me to  again  call the Company's Gift Card Dept.  to  "activate"  that  mailed   store  gift card.
  
   so,  my  complaint-resolution  'acceptance cannot be  provided'   until  the company completes,
  it's required internal processes,  procedures,  protocol, etc.   
  thank you  , Mr  *******************

  
  Sincerely,
  
  Mr  *******************

  Business response

  08/17/2024

  Greetings ***************************, 
  
  We appreciate you sharing your concerns with us and apologize for any inconvenience you have experienced throughout this experience. 
  
  We have reviewed your gift card ticket, and as of today, August 17th, your replacement order has been processed. Please see the email from our ******************** for important activation information you will need once your order arrives. 
  
  If you have any other questions or concerns, please don't hesitate to reply here or call our ******************** directly at ************ Prompt 4. They are available Monday - Sunday from 6 AM - 6 PM MST. 
  
  Thank you, 
  
  ******************
  Customer Support Team
  ********

  Customer response

  08/17/2024

   
  Complaint: 22130304
  
  I am rejecting this response because:
  

    GREETINGS  TO  RESPONDENTS :
  

   I appreciate  the  efforts   your  firm  has  done to   provide  this  customer the  proper  restitution  for the defective/  tampered   gift  card  purchased at  your RANDALLS  FOOD store.  in  zip  77406.

  Once  your  company's efforts, processes,  procedures,  protocol's are   completed
   and I  have "In MY possession"  a  fully  activated   replacement   $50  gift card,    then  I   will  be  pleased to  ' accept  your  suggested resolution '.

  Sincerely,
  
  ***************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Both Randall's locations no longer waive the ************* fee for Utility bills. As a Senior citizen it upsets me that this benefit has been b/c in the past it showed appreciation of the elderly and seniors for their loyal patronage. This is no longer the case.Additionally, we're often harassed and abused by local store leadership and cashiers upon shopping at the local Randalls grocery store; ************************ and **********************************************. There remains racism and bias among the certain staff members, and we've been asked NOT to come into the store by local management. This is insulting and demeaning. Simply put Randalls does NOT train its staff to treat everyone the same and refuses to accept respondsibilty BAD customer service. Telling the consumer and customer they're no longer welcome to shop there is BAD BUSINESS and TERRIBLE customer service not too mention illegal b/c its discrimination!

  Business response

  07/12/2024

  Hello *************************, 
  
  Thank you for reaching out to notify us of this situation.
  
  At Randalls it is our intent to show courtesy, dignity, and respect to all of our customers,associates, and vendors. We want you to know that once we received the information regarding the reported incident below, we immediately launched an investigation to look further into the situation and will take any and all appropriate action based on the outcome of the investigation.
  
  If there are any further concerns or questions, please feel free to contact the Store Director at either location.
  
  Thank you. 
  
  Aryssa
  Customer Support Center
  Case ID: ********

  Customer response

  07/22/2024

  The response from Randalls (Albertsons) is woefully inadequate and inappropriate b/c it does not address the underlying issues of denial of service, being told by local store management your - Director level and Regional level, that my son-********************* and I (*************************) are not welcome in specific store locations. The same area wide management ["cherry-picking"] deciding which customer it deems acceptable, at certain locations based upon whether they complain about pricing errors, rude personnel and incorrect merchandise labeling at POS. 

   

  This is has become an ongoing issue of bias and discrimination toward me and my [*****] family ongoingly based upon the Area Director's leadership or the lack thereof. We just had a major hurricane ***** destroy many parts of ****************** region, at age (88) my son and I should not be told where we can shop and where we cannot shop by preferential store management/staff. Additionally, doing so violates our Civil Rights and in my opinion is equally immoral. So, if we need supplies, water, food - my son now must pass up certain Randall's store locations - ************************ and ********************, b/c they don't like us as consumer and customers. What kind of business is that, definitely not one that values ALL consumers? 

   

  This is ridiculously illegal and immoral. Randalls Corp. needs to do the following:

  1. STOP: Remove immediately any/all Trespass Warnings and potential violations instituted by *************************-Director and ******** (Area Manager) re: my son *********************
  1. Ensure said trespass removal and cessation of hostile communication is enforced upon local store leadership and at area level management
  2. Fully apology in writing from Randall's/Alberston's - that such verbal and non-verbal communication will not be tolerated and that we both are welcome to shop at any location at any time w/o fear of Trespassing and/or harassment by staff and management - signed by CEO level leadership

  1. Signed copy of apology letter - sent via Cc: to ************************* and ******** (Area Manager) acknowledgement 

  3. $1,000-Credit/Randalls account to incentivize and thank us for our ongoing patronage [brand loyalty] to shop specifically at ***************************************************************************************************;

  1. Also, help based upon the inconvenience during a natural disaster - Hurricane ***** and No Electricty for days 

  4. Assurances [in writing] that our in-store complaints and online/telephone complaints will NOT result if retaliation and retribution from store management and area leadership simply b/c there's terrible customer service and bad employee communication - Disrespect toward the complaining consumer
  5. Internal correction and disciplinary action of said leadership team,  abolishment of said policy-"cherry picking" customer based upon frequency and seriousness of complaints and the use of bullying / intimidation via Trespass Warnings simply b/c staff/mgmt. don't LIKE certain patrons or consumers

  Please let our family know if you have any questions. 

   

  Sincerely,

   

  *********************

  C/o *************************

  Business response

  08/02/2024

  To whom this may concern: 
  
  Due to Mr. ********************* history of verbal altercations at our store associates, we will uphold our decision not to allow him inside our stores.
  
  Thank you.
  
  Aryssa
  Customer Support Center
  Case ID: ********

  Customer response

  08/02/2024

   
  Complaint: 21954438
  
  I am rejecting this response because: Randall's management refuses to accept its responsibility to provide respectful and courteous customer service to ALL customers and patrons. As an elderly ******** disabled customer I have observed my son's [*********************] interaction with in-store management many times over the years, b/c he's advocating for me and helping me. There's often hostile resentment from staff and local management, rather than gratitude, and professionalism from in store personnel. When we complain in person, we're disingenuously labeled as disruptive b/c we're meet with hostility, argumentativeness and resistance to accept fault or error. Here there is never humility or contrition from local in store staff and management yet we're the one accused of being disruptive after being humiliated and insulted at the **** Randall's is employing a discrimination policy toward us as paying customers b/c my son speaks up and writes complaints ongoingly against unprofessional and discourteous staff who don't like his complaints.  The in-store Manager/Director has demonstrated racial bias and preferential treatment toward certain customers or consumers while favoritism toward other patrons. The homeless and transients often loitering are treat better by staff and in-store management than a Black customer complaining about incorrect pricing, poor customer service and various irregularities with merchandising. 

  My Son (*********************) has always followed up our interactions with staff - selecting consumers based upon likeability or racial preferential treatment is illegal, immoral and BAD BUSINESS! He is a healthcare provider and knows his rights, such disparate treatment must be corrected internally and NOT BLAME upon the victim - here the CUSTOMER. Unfortunately, not everyone is treated the same! Escalating to upper management gets you backlisted. This response from Randall's is inaccurate, inadequate and unsatisfactory!!

  Please escalate this matter to upper management and LEGAL / COMMPLAINCE with the ********* and ******* Corp structure. I look forward to speaking with them directly **************; Email: ******************** 

  
  Sincerely,
  
  *************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did a pickup order for this location and call to cancel the order when I realized that they did not substitute the item that was not in stock. When I called it took about 10 minutes for them to get a representative on the phone. That works my curbside location. Then when I was explaining to the guy that he caused my order to go up more because the order was not substituted just go ahead and cancel it because I'm blocking a transition through **************** card. He explained to me that he was fairly new and that he needed to get a little help and that I wasn't the first customer that called in and complained about the same thing. Seems like whoever was training and was not back there so he had to call them on the phone. This process then begin to take another 30 minutes so I advise him. Hey, just cancel it so I can get my coupons back and I'll go ahead and redo the order. Once I realized that the order was still not canceled because it was still pending. I chatted with the online department and they told me hey I'm canceling the order. Give me about 30 minutes. Your coupons will be back on so you can replace your order. I'll wait an additional 3 hours. Coupons were still not there. Chatted again with another representative and they advise me the same thing but said go ahead and place your order and then just chat back with us for a credit. But the order has been canceled. Around 8:30 pm I receive an email from the store location telling me that I picked up my order. I did not pick up this order. This order should have been canceled so I immediately go on the chat. Tell them hey what's going on? I did not pick this order up. I was advised to chat that is at the store discretion and give me my money back and to just go ahead and follow the instructions of the previous rep. I then reach out by phone, talk to two people and it was advised that I will receive a credit. It will take 24 hours. Now. It's past the time. I still have not received my coupons back or credit

  Business response

  07/02/2024

  Hello *******************************,
  
  Thank you for taking the time to reach out. 
  
  Our Operations Manager, *******, reached out to the eCommerce Manager. She looped her in on the training opportunities that we have, they produced a game plan and a deadline as a team on having everyone on the same page when it comes to issues such as this & how to resolve them timely.
  
  ******* personally reached out, but didnt get an answer. However, she did leave a voicemail at 9:37am stating that she will be taking care of this with a full order refund and a credit on your account due to the hassle you had to deal with to get this resolved. We sincerely apologize and promise that if you choose to shop with us again, it will be A+service which is what you shouldve received to begin with. Please feel free to reach out to ******* directly with any issues regarding your orders in the future.
  
  Thank you,
  
  Aryssa
  Customer Support Center
  Case ID: ********

  Customer response

  07/02/2024

   
  Complaint: 21888133
  
  I am rejecting this response because: I went online to see if the credit was there for me to replace my order since I lost all my coupons and credit from cashing in my points. I do not see a credit on my account to replace the order. 
  
  Sincerely,
  
  *******************************

  Business response

  07/16/2024

  Hello *******************************: 
  
  We are sorry to hear you were not seeing the credit from Order #********.
  
  Our ********************** was unable to complete the refund due to the payment type being PayPal and the order never being charged. However, we did recieve confirmation that a $50 credit was added to your home shopping account. Please allow 30 minutes to 24 hours for this to update on your account and display at checkout.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you for shopping with us,
  
  Aryssa
  ***********************
  Case ID: ********

  Customer response

  07/17/2024

   
  Complaint: 21888133
  
  I am rejecting this response because: credit is still not displaying on my account. I've attempted to make several orders for pickup and it is not applying any $50 credit to it. Is there any way you guys can give me a promo code or a gift card because this is going to be a little ridiculous. I do not want to sit on hold to talk to customer service for the same issue to not be resolved that I've been trying to get resolved for now over a month and waste any more time.
  
  Sincerely,
  
  *******************************

  Business response

  07/25/2024

  Hello *******************************:
  
  After reviewing your account, we were able to confirm that a $50 credit was applied to account on 07/16/24. This credit was then redeemed on 07/21/24, for Order #********. 
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

  Customer response

  07/26/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on randalls.com that never came. On 4/7 I was told a refund was processed and it takes 5 business days. I checked back on the 5th business day and I was told it can take up to 7 business days. I checked back on 4/17 and was told it was still processing and will take 3-5 more business days. WHICH IS IT?I have a fixed income. And that was my food money. Waiting for a refund means no food.The chat agents are extremely incompetent, rude, and UNHELPFUL!It is as if they are given an added incentive not to transfer you to a supervisor.4/17 ********* ignored my requests to speak to a supervisor then disconnected the chat 4/17 ******* also said she could not transfer me after I asked her over a dozen times. But when I told her I was writing this complaint she finally transferred me. Unfortunately she transferred me to Supervisor ***** ***** who did not give a d*mn about all that Randalls put me through.She just said it would take another 3-5 business days. When I told her that the previous agents told me that 10 days ago she had nothing to say.The way Randalls does business is highly unethical and they do not care at all about their customers.

  Business response

  04/24/2024

  To whom this may concern, 
  
  Please note that Order #******** was refunded on 4/17/2024, by our Operations Manager.
  
  We understand the customer was inconvenienced as a reult of the issues she experienced with her order, so a Customer Support agent had previously added a $10 credit to the Home Shopping account. Unfortunately, our Operations Manager has denied the Desired Settlement of $500.
  
  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you for shopping with us,
  
  Aryssa
  ***********************
  Case ID: ********

  Customer response

  04/26/2024

   
  Complaint: 21591553
  
  I am rejecting this response because: Not having food for WEEKS as a direct result of Randall's incompetence is worth far more than $10.

  I will be suing.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a current Randalls shopper and I am not able to go and buy in person due to my disabilities. I perfer to purchase my items online due to my health and for the special promotions and specials Randalls have. I have been having ''ALOT' of missed purchase opportunities. And, I have contacted my bank, my credit card holders and as well contacted Randalls online representative technician and they insist that it's not there website. I have tried every other alternatives, even in reseting and removing the Randalls applications; but to no avail in current and difficult times. Every bit of savings counts and I have easy and comfortable access to my groceries. This situation has caused a lot problems and has caused me to make some difficult life choices, forgoing in not buying very important produce for my strigent diet.

  Business response

  07/12/2023

  Greetings ***************************:
  
  Regarding the error message being received during your recent attempt checking out an order, our teams have advised that they will need to confirm the information associated with your Randall's account to look into this further. Please respond here with the correct email address, phone number, and name for the account, and we will be happy to investigate.
  
  Thank you for reaching out to us.

  *****************
  Customer Support Center

  Customer response

  07/12/2023

   
  Complaint: 20287578
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, April 10th, I placed an order for groceries through Randalls App ORDER#********. The order never arrived and I never got any communication. At this point, I don't even care for the money I am reporting this so whoever is on top can rectify the terrible customer service I have received. I am normally a great customer at our local HEB where I get delivery and pick up orders. 2 weeks ago I wanted to get groceries and I decided to shop at Randalls because HEB did not have an ice cream brand that I really wanted. I placed my order with a total of $246.32 on April 10 $PM-6PM delivery ORDER # ********. I waited and got a text message saying my order was delivered. When I went outside nothing was there and there was no way to contact the driver so I called the number on the app and was told I was refunded. I was told either I was refunded or there was an investigation or to wait 24 hours multiple times and now 8 days later there is still no refund and I am still charged for the order. The payment services team wants an approval for a refund from the store and the store front manager is refusing to refund me because he says there is a picture of the delivery and the location shows my address but I told him that does not mean anything because the driver could have left it and taken a picture and stolen the groceries or he could have left it and someone else in the area could have stolen the groceries. Ultimately, I dont know what happen because my ring camera was disconnected which I am making sure going forwards that this never happens. As unfortunate as it is to not receive an order I placed, the actions afterwards and lack of communication, coherence and customer care are the real problem. The store manager **** was very rude and he yelled and hung up on me. This is **** from Randalls Pecan Grove.

  Business response

  05/15/2023

  Greetings Tayla Odia: 
  
  Please accept our sincere apologies that your order was not delivered and that the store failed to process your refund as requested. We have processed the refund for you on 05/07/2023 in the amount of $246.32. You should see the refund in three to five business days. Please check your credit card statement for the refund. When checking your credit card statement, please take into consideration your statement cycle cut date and allow for extra time if required.
  
  We truly appreciate your patience in this matter and have notified our Online Shopping Director, so this issue is not repeated.
  
  If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call ** at **************.
  
  Thank you for shopping with **.
  ***
  Customer Support Center 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pharmacy does not answer their phone - it rings and eventually disconnects. When a medication is backordered, no one lets you know. Ive waited weeks for refills that are on backorder that are maintenance medications I have taken for over 15 years and have experienced withdrawal symptoms. Fix your pharmacy.

  Business response

  03/29/2023

  Hello, we are happy to help and get you in direct contact with Leadership.  Please provide us the location and we can notify them of your concern and have a member of that team reach out.

   

  Thank you for your time and we apologize for any inconvenience.

   

  *****************

  Customer Support Specialist IV
  Albersons Companies

• Initial Complaint

  03/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Recently, after making a complaint about an in-store experience, I received a phone call at our residence from the district manager, Clarissah, the in-store manager, ************************* and someone from Randalls HR ***** (Uncertain, why *************** was involved b/c Im not an employee nor have I ever been an employee) re: my interaction with staff and TEAM members. I was informed by ********* verbally over the phone, that I (CUSTOMER ) was no longer welcomed at ******************************************. Additionally, my elderly mother was told by the chorus of voices, that she could continue to shop at the store, but not with me or escorted by me. At age (87) CUSTOMER is a Cancer survivor and has underlying health issues, with severe physical limitations. Since we are both are patrons and customers of Randalls and we were shocked, dismayed, humiliated and ultimately insulted by this response from local store management. Emotionally distraught and traumatized, my mother told them that if I was not welcomed, she was not welcomed b/c as her caretaker and ******of-********* Im responsible for her well-being and her personal ****** for shopping. Shopping where she wanted too was her right. As an elderly black (African American) woman, she has also survived the racist *************** Era in ***** and remembers the days when black people were denied access to certain merchants and stores for commerce or trade. On Sunday, February 28, 2023, at approx. 4:30PM we were told by *************************, in-person that I (CUSTOMER) could not come into the store and shop b/c the items we attempted purchase did not price properly & the sales promotion discount on our Randalls membership card did not work (error) at the **** ************************* told me I was verbally warned and to get out in front of my elderly mother, as she reiterated that I was no longer welcomed at *****************************. Such racism, elitism, and bias **************** communication must . Preferably, ************************* should be terminated and fired! Local managers should never be empowered to deny service(s) to a customer or ignore their ongoing and numerous complaints.

  Business response

  03/19/2023

  Greetings *********************: 

   

  Please see our response attached here. 

   

  Thank you for reaching out to us. 

  ***

  Customer Support Center 

  Customer response

  03/19/2023

   
  Complaint: 19583784
  
  I am rejecting this response because: The store has not responded to my **** certified letter to Corporate - ***********. Additionally, the context and statement listed in the BBB response are incorrect and inaccurate. 

  I said: the entire store had a culture of racism and bias. Additionally, I didn't steal or damage any merchandise which I had NOT purchased. As far as talking loudly and screaming at staff - It takes two to argue and if I'm yelled or scream at - I will always return the unpleasant favor.

  I find it interesting at no point did they discuss calling me at HOME /with an elderly mother informing me and her that I was no longer allowed to ****** her to the store. This is a violation of corporate policy especially for **************** since no crime was committed!!!

  Furthermore, we as a family have made numerous complaints about the racist culture displayed by store leadership at **************************************************************. I have also submitted written correspondence for a Freedom of Information Request (FOIA) from *********** ********** with my original complaint. 

  NOTE: This store leadership (and certain staff members) is racist and bias, their critique & perspective of my personal attitude and demeanor totally admits such bias feelings, b/c _ Who is Randall's store management to evaluate my tone, tenor and demeanor? Highly subjective - for a

  grocery store in the business of selling and marketing food stuffs, produce and perishable versus non-perishable items. People argue, become irate and complain verbally and openly about a variety of things as consumers and customers. HERE - it is their prerogative and RIGHT to openly and verbally complain. Some of the staff are incompetent and often act and say stupid things which they know are incorrect only to ANTAGONIZE AND DISCOURAGE a consumer and customer from shopping at the store. 

  Here, such dismissive, antagonistic and disrespectful behavior DIDN'T STOP OUR PATRONAGE - therefore, we're (*********************) banned from the store. So, (PRECEDENT) if the staff doesn't collectively LIKE the consumer or customer, their refused service and denied access. Seems like DISCRIMINATION.     

  The proper response is HUMILITY & CONTRITION (APOLOGETIC) reply from the store, its management etc. - nowhere in this RANDALLs response was either HUMILITY or CONTRITION - just arrogance, defensiveness and standard dismissiveness of concerns with falsehoods and lies. 

  REQUESTS / SUGGESTIONS / OBSERVATIONS AND COMMENTS: 

  I requested a written "No Trespass Letter" and was told they didn't have to provide one. Why not, since asset management was on the phone!!! From the BBB response, I was intentionally lied too and given erroneous information from Randalls management via phone call. 

  PRICING / INCENTIVES AND PROMOS ARE OFTEN INCORRECT AND POS MALFUNCTION OCCURS ROUTINELY BUT ONLY CERTAIN PEOPLE CAN COMPLAIN!!!! WHY? HOW ABOUT FIXING THE **** ISSUE AND NOT REMOVING THE CUSTOMER!

  I requested and called Clarissah - District Manager when she asked me to call her BUT I told her I would NOT defer my issues, problems or complaints when the in-store district manager-************************* has never even spoke to me when I called or entered into the store. 

  However, I did call and follow up her (Dist. Manager) AFTER numerous rude, unprofessional and disrespectful encounters with certain employees and supervisors. To date - she has ignored all of my calls and complaints until this BBB response. Again, unacceptable. 

  I would like someone from the *********** **************** to contact us immediately b/c no employees, managers or asset protection individuals should NOT call someone at HOME upset an elderly loved one while verbally informing a person that they are NOT welcomed at Any/All *********** / Randalls store locations throughout the nation.

  Overall, this is terrible customer service and horrible leadership with racist and bias overtones. Randall's customer service has numerous complaints from me (*********************) re: **** ******************** ******* ** *****. Bad store + ************** + ******************** = Horrible + Racist + Bias customer service and shopping experience. Is this a grocery business or personality / likability - DON'T VERBALLY COMPLAIN TO OUR STAFF BUSINESS UNLESS YOUR WHITE B/C IF YOUR BLACK & COMPLAIN YOU NEED TO GET OUT!!!!!

  My voice will NEVER be silent, nor silenced and I will inform the world wide web about my experience with *********** as a grocery store. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have always had a pleasant experience at the Randalls located on ************************************************. However, on Sunday, 02/19/2023, you missed the **** severely. As I was waiting in line I noticed the cashier in lane 3, named *****, was hiding behind the lane and texting on her phone, meanwhile the lane I was in had a long line. Instead of stealing company time she should have also been checking out the customers that were in line. As I proceed to check out the male cashier in the lane I was in, who was friendly, seems to be new and not trained well on your system. I swiped my card 3 times and he kept saying that the system was slow at night. The screen then said we owed a balance of $4.00. We again swiped the card about two more times and nothing was happening. He then called ***** to help him to which she proceeded to ask me whats the problem? I then told her you tell me, its your system. She then began to argue that it was my fault and that it wasnt the cashiers fault. Excuse me, but it is the cashiers fault because it ended up being that since I was purchasing a mega millions scratch off ticket he had to type in my date of birth so that the transaction could go through. My main issue is that ***** went walking all over the store yelling that I was the issue. Also due to this issue, there was a line of people, and instead of Imani checking out customers she was on her phone walking around the store not doing her job. The manager who was a red headed lady also came over and never apologized and does not seem to have a grip on her team. There is no customer service skills, no professionalism, and no adequate training on your system. Again, the male cashier was friendly however he needs training and ***** needs all around training. She is not adequate to be at the front of the store when she doesnt know how to handle a store issue. I am very disappointed and I was embarrassed. They made it seem like my card didnt have money when it was your issue.

  Business response

  02/21/2023

  Greetings ***************************: 
  
  We certainly understand your frustration with this interaction and we know how important it is for our customers to have efficient service and a pleasant shopping experience. Regarding your concern with the unsatisfactory actions of our associates, rest assured we always take these concerns seriously. 
  
  To make this right, we have thorough documentation of this incident and we have submitted it to the Store Director of your ******* store for review. Your concerns are important to us, and we do hope in time you will give us the chance to restore your confidence in our service. 
  
  Additionally, please respond here letting us know if you would like to be contacted personally by a member of our store's Management Team regarding your experience with our associates at the register.
  
  If you are experiencing any other issues or have any questions, please do not hesitate to reply, chat, or call us at **************.
  
  Thank you for shopping with us. 

  Tim 

  Customer Support Center 

  Customer response

  02/22/2023

   
  Complaint: 19433591
  
  I am rejecting this response because:I am still waiting for a call back for an apology.  I have gone there for years and my last experience there is unacceptable. No one has taken the time to contact me to discuss.
  
  Sincerely,
  
  ***************************

  Business response

  03/02/2023

  Greetings ***************************: 

   

  We would like to apologize again for this poor experience you had with our associates during your recent visit to our store. We have asked our store's Management Team to contact you regarding this issue to further assist with your concerns. 

  Please let us know if you have any other questions or concerns. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

  Customer response

  03/07/2023

   
  Complaint: 19433591
  
  I am rejecting this response because:it has been well over two weeks and no one has called me to apologize.  Can you please provide a time and date when the manager will call me? 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having problems checking out my order on the grocery delivery app. My credit cards are not the problem, but when I called customer support to ask why my order is on hold, they told me I need to call my bank. My bank said I should be able to complete the charge! I went to my local Randalls and purchased my order but I am paying for Fresh pass and I have not been able to use that option even though I am paying for it!I wish someone would be able to fix my Fresh Pass account so I can use it, I am paying for this service but I have not been able to use it since October 8. I have been shopping at Randalls ever since my family moved to ******* in **** and I tell all of my friends and family to shop at Randalls but now I see the BBB rating is an F. I have had serious issues with the quality of meat I received from grocery delivery and some associates and shoppers have been quite unpleasant. I hope someone can help me get my Fresh Pass working again so I dont have to cancel it

  Business response

  11/16/2022

  Greetings *****************************: 

  
  Our records show that your account is not active to place orders online, so unfortunately you will not be able to place a delivery/pickup order with us. However, we see that your FreshPass subscription is active, so you will be able to use your FreshPass perks when shopping in-store. We hope this helps. Please feel free to contact our Customer Support team at ************** if you have any other questions or concerns. 

   

  Thank you for shopping with us. 

  ***

  Customer Support Center 

*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. ↩