ComplaintsforFood Lion, LLC

Grocery Store

HeadquartersMulti Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
11/07/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I went to Food Lion on HiCone in ********** ***** on 11/7. Had over $580 worth of groceries just to get to the register to for the cashier to check me out very slow. After it was time to pay, I swiped my card and it said Please wait 3x. Apparently this food lion card system was down. All the cashiers were aware of this and this location had no signed posted to let customers know. I spent over an hour in this store to be told nothing we can do unless you have cash, sorry! What a bad customer service experience. If I would have known with signs either at the cash register or at the entrance that the system was down; I would not have wasted my time shopping. I was completely embarrassed. Knowing I had the money and my closest bank is in ****************. With Gas prices the way they are this is absolutely unacceptable to recommend I go to the bank for cash then come back and shop ALL OVER AGAIN because they cant Hold orders due to system outages. This is one of the worst experiences I have had with food lion. As a black woman being at the register and not being able to pay for my food she to the system was completely an embarrassing experience for me. Food lion offered nothing but a sorry and truly didnt care. What a way to treat your loyal customers.
Business response
11/13/2024
We are so sorry to learn of your customer's frustrating experience and sincerely apologize. The Director of Operations has been in touch with our customer directly and has resolved this concern.
Initial Complaint
11/01/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered groceries online on 10/6/24. I was charged a $175.00 on my credit card ******* Transaction ID ****************** for the order as a pending hold for the order which is normal procedure. I picked up the groceries on 10/7/24 and was charged $153.59 for the order. I was then charged again $153.59 ( Transaction ID ****************** for the order. The double charge of $159.53 and pending hold $175.00 are still being on hold on my credit card. I have contacted Food Lion twice via online for them to cancel the hold on my card. I have not received any reply to the contact.
Business response
11/05/2024
We are sorry to learn of our customer's experience and sincerely apologize. Our customer has been contacted and the issue resolved.
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On Oct 10 I placed an order on Food Lion to go app. To be picked up on Oct 11 at 12-1. I checked my checking account & the money came out of my checking instead of EBT. I canceled the order. $81. I went in to Food Lion & used my EBT & got groceries. Food Lion Corporate Officetold me the $81 would be refunded. Then on Oct 18 WITHOUT my authorization Food Lion took out $69.80 out of my checking account again. Thats Fraud!! As of today I have not got my money back. I live on social Security. Not much money at that. When Food Lion took this money out of my account it left me Broke!! This is not RIGHT. I have deleted my Food Lion account on Oct *******! And Food Lion still took $69.80 out of my account.
Business response
10/23/2024
We are so sorry to learn of our customer's concern and apologize for any frustration caused. After a review of our customer's account, we do see a human error was made, and sincerely apologize for that. We have requested an expedited refund to the card on file for our customer in the amount of $69.80. We hope our customer will accept our sincere apology and allow us to serve them better in the future
Initial Complaint
10/11/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The store charged me for 3 gift cards and a few groceries- system froze up during gift card transaction, I waited 30 minutes in store. They said they could not delete transaction and start over, they did not give me gift cards. They said transaction did not go thru, told me to take few groceries for waiting. However the transaction did go thru. It posted the day of transaction Oct 9, 2024 to my account. On October 10, I made calls, to store, took screen shots and a written copy from bank, but store manager said they could not do anything because it did not show on their end. Personnel that were responsible for the mishap was in store and knew what happened, knew I did not get merchandise . She said above her. I called corporate also yesterday, they did not have time to look into- a meeting they said. Food Lion basically said the bank would have to get the money from them- possibly 10 days the bank said, even the bank said they should have done something Oct 9. I was not even given a receipt because of frozen system. The staff said they tried, but 3 people store, totally incompetent, IT people useless and the attitude was Oh well, sorry. I am livid, and feel like as a customer, I should not be the one doing the leg work and waiting. They do not have any trouble taking my money, but cannot refund because it does not show on their end, but they know I was wronged. Business should not be taking advantage of consumer, consumer should not be punished for faulty equipment, the store knew that register had a problem with credit card transactions- told me so, did not have sign, but knowingly took my money, wasted my time, and have exhibited poor customer service- I have proof and the manager still would not refund money to my debit card. She made me think she did not have power- I am not a fool, I know manager should have some discretionary authority up to certain amount particularly when customer has proof and people standing there was part of the problem
Customer response
10/11/2024
MY cell phone # is 755-6976, I noticed I made error in typing, my home # is 336-325-2744. I have attached transaction from Food Lion that posted Oct. 9, 2024. The day I went to store, paid for gift card and groceries and had to leave without them and receipt because register was frozen trying to activate gift cards. They told me to take groceries because I waited over 30 minutes while they talked to IT supposedly and checked transaction ledger. The next day I saw the entire amount taken from my checking and I called. That afternoon I showed them screen shots on phone where posted and took hard copy,. The staff was extremely incompetent and showed very little remorse for the situation. The acting "manager " said she could do nothing still out of her pay grade- ridiculous to say least. All I wanted was my $15 gift card to Wendy, $ 15 to Jersey Mike and $22.99 Fornite gift card that I paid for or the money put back on card. I feel like the grocery store stole my money or should I say holding it hostage because they are lazy and incompetent in their job. They took my money with forking over the good and receipt of such. Their excuse, your bank will have to investigate and we gave you groceries- they are idiots, I paid for them, it came out of my account and walked out of store without the cards I purchased because their system down. They should have did something October 9, most definitely the 10 when I showed it posted- my they were too incompetent and did not show proper consumer care. I am angry because they simply did not care.
Business response
10/11/2024
We are sorry to learn of our customer's experience, and apologize for the frustration this has caused. The manager of customer care has been in touch with our customer directly to make her aware that the store has her refund ready for her to pick up at the customer's convenience.
Customer response
10/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22410058, and I accept it.
Initial Complaint
10/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went to Food Lion in ******, DE on 10/2/2024 at 10:06am. I purchased some items. I purchased some plates that were on sale for $3.49. The plate rang up $4.29 a piece I purchased two sets. Only $1.40 cent came off the plates the total was $8.58. I paid $7.18 for the plates all together. I went back in the store after looking at my receipt realizing I was over charged. ***** at the front desk got out a calculator to do the math after I explained. She walked back and said the sign said I have to purchase FIVE sets of plates to get them for $3.49 each. I asked her to show me, we walked back together. That is what the sign stated. I proceeded to explain to her I still over paid but ***** shoved my plates back in my hand and said so yea you paid the correct amount for the plates I walked out of the store and called corporate. ***** got the calculator out and did the math and saw my receipt so Im not sure how or why she got confused. Once on the phone with the lady from corporate I explained everything. She told me she thinks the signing is wrong but she will have the store manager call me. I said I should expect a call within ***** hours correct. She stated ***** hours which means I should have heard from the store manager on Friday 10/4/2024. Things happen I understand which is why I gave the manager until 10/7/2024 to reach out. Clearly no one has reached out which is why Im escalating the issue. Food Lion literally owes me money because they overcharged me and their signage was inaccurate. The fact that there is no urgency or professionalism to communicate with me a paying customer is unacceptable. Someone needs to communicate with me about the situation and inform me how I will be receiving my refund. Also, making sure this does not happen in the future and if it does someone who is a professional can use a calculator, have my receipt and realize I was overcharged.
Business response
10/21/2024
We are sorry to learn of our customer's experience, and apologize for the frustration caused. The store manager was able to connect to speak to our customer directly to resolve this matter.
Customer response
10/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I spoke with the store manager. He apologized and was very professional.
Initial Complaint
10/08/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
A couple months ago I was at the ********************************************* Food Lion location when I saw a sign sitting in the boneless/skinless chicken thigh section that stated "Family Pack Food Lion Chicken Drumsticks or Thighs 99 Ib." So I tried to purchase a few packs using my MVP card and they were more expensive than the sign stated. I asked for a supervisor's assistance and a **** **** came to the front of the store and provided none. She was nasty, she was rude and with a condescending tone she repeatedly said she would not honor her store's sale sign. I called the corporate customer service line to file a complaint. They made the store manager ****** ****** aware of the issue and he had another young lady call me to apologize for Laci's lack of professionalism and advise me that he would not be willing to honor the store's signage either because the sale did not include boneless/skinless thighs, even though the sign DOES NOT exclude any thighs or drumsticks at all. Even though there is no way for the customer to be aware of the exclusions they still would not honor their signs. This seems EXTREMELY dishonest and appears to be a bait and switch tactic. If there is no exclusion on the sign, they should not refuse to sell the chicken thighs for the sale price. Food Lion should be accountable for the sales they advertise and not try to trick consumers into paying more for certain items. I want them to HONOR their sign that advertised thighs for 99 lb. It is DECEITFUL to advertise a sale and not honor it due to loopholes only THEY would know about. They are not transparent with their customers and they do not offer quality customer service or problem resolution!
Business response
10/11/2024
We are sorry to learn of our customer's experience, and apologize for the frustration caused. A member of our store's leadership team has been in contact with our customer to resolve this concern.
Initial Complaint
09/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was shorted 30 dollars in change and the lady pocketed the money Management lied and said they looked at cameras but they are just covering up for their employee
Customer response
09/11/2024
Here it is

I'm wearing a blue Yankee hat

White t shirt and jeans when I'm online

I'm a white male

6ft 1

Muscular build
Business response
09/16/2024
We are sorry to learn of our customer's experience at the checkout. The manager of customer care as well as the Director of Operations have both been in touch with our customer. The Director of Operations has spoken to and is working directly with the customer to have this situation resolved.
Initial Complaint
09/06/2024
Complaint Type:
Delivery Issues
Status:
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.
I entered the Food Lion Supermarket at *************************************************************************************** on Tuesday September 3, 202, at approximately 3:00 p.m. I approached the customer service desk to make an exchange, I was informed to go and get the item wanted. While headed to wanted item I picked up other groceries, I entered the corner of the back isle and last isle. In the last isle a contractor was had taken two tables and placed yellow tape attached to the legs of the table, as a caution area, with perishable products that could be purchased on top. There were mounds of dust on the floor around the table. There were spores of dust in the air around the food. I subsequently returned to the customer service desk and there was no one there. I then requested for a manager. I was informed that the female manager was on break and the male manger was outside. He subsequently entered the store and listened to my complaint. He then went to back of store and immediately returned without any satisfactory response or an apology, as I picked up apple pastries off of one of the tables.
Business response
09/10/2024
We are sorry to learn of our customer's experience. We have shared this with the store's leadership team. The store manager has contacted the customer but had to leave a message. We encourage our customer to return the call..
Initial Complaint
08/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The groceries that were delivered smelled like cigarette smoke. For some reason the groceries at *********************************************************************************************************** smell like cigarettes
Business response
08/14/2024
We are sorry to hear that our customer's delivery smelled like cigarettes. That is certainly not something we want to happen. I have contacted our delivery service and they have reached out directly to our customer to obtain additional information and to make things right. The ticket number for our customer's reference *********.
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
At the Food Lion *******************************************. I first clipped my coupons a remix yogurt b royal indian biryani c stur water flavoring mixz 2. At the store I entered my phone no in the slef service register 3. I rung up all of the products 4. None of the coupons came off! 5. I verified that my phone number had been enetered 6. Still did not work ; si I cancelled the order7. Please compensate me in rewards points for all of the missed coupons Very poor service; your technology just is not working, and wastes our time endlessly...This is a repeat of the same problem. I called customer care and ************ ****** 4 PM case # ********) and they told me that I was wrong, and to just go back again and again until it worked ...
Business response
08/07/2024
We are very sorry to learn of our customer's experience and apologize for the frustration caused. We have reviewed the account and have issued our customer a $15 to their wallet. It is important to ensure that the sale is finalized as that is when the coupons will show up deducting.
Customer response
08/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforFood Lion, LLC

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary