ComplaintsforWegmans Food Markets, Inc.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/11/24 at around 7pm I was checking out at the line at Wagmans in Alexandria Va, I had my service animals with me. I have epilepsy and PTSD so I take them everywhere with me, an employee very aggressively approached me and said “ those are not service animals they can’t be here” I told her yes they are and provided my dogs identification cards, she proceeded to laugh and speak negative about me to another customer and employee to which then the customer and the employee began making comments at me and they were extremely rude. I then called wagmans at around 7:30 and I asked to speak to a manager because I do not think it’s ok to talk to customers that way and she was extremely rude and hung up on me twice. This is not ok and I will be suing for discrimination. I would like a call back to discuss the matter at *********

  Business response

  10/25/2024

  This is in reference to complaint ID #********

  We informed the store of the incident and asked them to reach out directly to the customer as requested. The front-end manager did speak with the customer directly on 10/22/24 and stated this customer was all set.

  Wegmans Customer Care

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yesterday, September 17, 2024, I went to the Bridgewater location and purchased some groceries as usual. While shopping, I mistakenly grabbed a California roll with brown rice and quinoa as opposed to the one with white rice for my daughter’s lunch. I noticed the error when I arrived home. I return ed today and was told by the lady at the customer service desk that she would not accept my return, and she didn’t even view my receipt. She mentioned that she could not put it back on the shelf to sell it so she would not accept the return. I purchased correct roll and left. My wife called customer service and spoke with a woman named Tony who mentioned showing a receipt for a return and having the discretion to decline a return. When we informed her that the store representative said no without asking for a receipt, she placed me on hold for over 10 minutes. When Tony returned to the call she pretended not to hear that I was still on the line and disconnected the call. I immediately called back and another customer service representative told me that her line was busy and was on another call. I was guaranteed a call back this evening, that I did not receive. If there was nothing that could be done, then that is fine but to disconnect the call and not return my call is unacceptable. This has left me feeling not feeling valued as a customer. Groceries are expensive and I do not enjoy wasting money as a parent with children.

  Business response

  09/24/2024

  We researched this and had a record of this customer calling Wegmans Customer Care on 9/18/24. The Wegmans Customer Care representative indicated the call was dropped. She did call the phone number back from the dropped call and spoke to this customer's wife. Our representative apologized for the experience and offered a digital coupon to the customer. The customer asked that Wegmans representative place the digital coupon on Stefen's account for a future shopping use. The digital coupon was issued.

  Wegmans Customer Care

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a gift card as a birthday gift amount of $25. I made an attempt to use it in the store and I could not use it. I spoke with an associate and they told me to call the number on the back. The customer service stated the card was not valid. I asked Wegmans customer service to help me and no one would assist

  Business response

  08/09/2024

  We called this customer at the phone number provided by the customer. We received a voicemail and left a message for her to return the call to Wegmans Customer Care. We need additional information from her to research the issue with the gift card in question. She has not returned our call.Wegmans Customer Care

  Customer response

  08/15/2024

  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. I would like to come in the store please provide a store manager/supervisor to resolve this issue. Please provide a name, and time for me to come into the Woodbridge location Regards, ****** **********

  Business response

  08/18/2024

  The service manager from the store contacted the customer directly and was able to resolve this issue for her. 

  Wegmans Customer Care

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/15/2024 Wegmans Calkins Rd #22 Rochester NY 14623 I paid cash for my order, the cashier shorted me $10, when I went back to dispute the manager had the cash til audited, prob took them 30 seconds to do, and she still came back with incorrect amount and refused to look further into it! So basically wegmans steals from their customer outright.

  Business response

  06/25/2024

  The store manager has attempted to contact this customer several times and left a voicemail at 12:00pm on 6/19/24 asking for this customer to return his call so we may assist her. We have not heard back from the customer.

  Wegmans Customer Care

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to achieve resolution with Wegman's over a minor issue: The Sushi department at Chili Paul Wegman's was not operating during normal business hours. I suffer from a documented auto-immune disease and Wegman's was usually accommodating to my specific food allergies by making me a specific sushi order. It has escalated into eight attempts over 50+ days to achieve a resolution to no avail: when brought to their attention I was outright ignored upon multiple attempts. Then when asked to be e-mailed and not called, I was still called, and apparently sometimes to the wrong number and not the number provided. The sixth attempt resulted in a $20 gift card. Pleased with the result, I travelled to Wegman's to order Sushi. I inquired with three employees if anyone could assist me and was told by all three that no one was there to help me the same issue I originally encountered which was not corrected. I contacted them after this incident, and then I was called (not e-mailed) by a store manager (Jason) who told me that this is just the way it is and I will have to deal with it, and offered me one sushi roll for my troubles; but it had to be right after I talked with him on the phone and not another day, as he was personally leaving the next day for vacation. I told him that was nice of him, but I would still be pursuing resolution with the customer service department for all of this. I then contacted customer service, and have since been ignored by them for over a week. I am requesting a minimum of $50 store credit in exchange for my time, efforts, offense, inconvenience, and travel expenses.

  Business response

  05/16/2024

  Response to the BBB.We researched the customer issue and see where he has contacted Wegmans Customer Care Center about this issue in March of this year and again in May. This is a store staffing issue and was referred to the store to address. The store did follow up with the customer and was offered compensation of a sushi roll for the inconvenience. It was explained to the customer at that time that Wegmans could not always guarantee to have exactly what he was requesting. This customer was also issued a $20 digital coupon by one of our specialists on 5/4/24. We will not be issuing any more compensation for this customer concern. Wegmans Customer Care

  Customer response

  05/17/2024

  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:The reason why I am so perturbed about this: my original complaint was entirely disregarded with nothing other than a copied and pasted apology; and then when I followed up, I was outright ignored; Then when I was finally offered a consolation after extending my personal time and effort several times, my resolution was not even fulfilled on my visit to do so; After this I was ignored yet again. This is detailed in my original BBB; I apologized for being reiterative.The way that Wegman’s has handled this issue has been repeatedly unprofessional and frankly I am hurt by how unfairly I have been treated. I only have a small number of restaurants that I can eat out at due to my condition, so this is personally heartbreaking. How many opportunities must I extend, as the customer and not the customer support specialist, to make things right? I am beginning to realize my effort, time, travel expenses, and stress participating in this charade is not worth the effects it has on what little time, energy, health, and resources I have. I wish you the best in your journey to become better customer service agents. Regards, ****** ******

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with wegmans for a delivery to my house through their mobile app. I was supposed to receive my groceries on April 25th, 2024. I still have not received my order. I reached out to support and they refused to refund me my order. I used ebt to pay for the order and I only get deposits at the end of every month. Being that I never received the order and the driver never attempted to contact me if they did come is beyond me. The last time I contacted ********* they told me I would receive full refund, then I never received anything. When I contacted them this morning they switched what they said and told me they could not refund my order and I don’t understand why. They would not tell me why my refund request was denied they just said that I couldn’t receive a refund and to have a nice day! I’ve only placed 3 orders with them recently and this is only one of the 2 orders total I have had refunded because the driver couldn’t even be bothered to show up! This is very bad customer service on their part! I’ve spent $289 on this order from my ebt card and the order total was $303. At this point I just want my money back because I believe this is not the right way to handle this situation. You can’t tell people you will refund them go back on your word. It’s not right.

  Business response

  05/13/2024

  We researched this issue for this customer and have determined that this customer will need to contact ********* directly for resolution. This customer did order Wegmans products, but this order was handled through *********. We left a message for the customer to inform him to respond to the email from *********'s Trust & Safety group to resolve the issue with his account and to obtain the refund he is seeking. The voicemail was left 5/10/24 at 10:24am on the phone number listed for this customer.  Wegmans Customer Care

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 15th I ordered a large pizza for $10. I received a medium pizza that was burnt and dry. It was cooked for far too long to be acceptable as food yet we were sent it anyway. There is no way to put in a ticket or anything at all to relate this information to Wegmans as they are too big to care and it shows. I would like my $10 refunded for not getting what I ordered and what I got being inedible. I still have the medium pizza and would be fine handing it over to your delivery driver so all can see what we were served by Wegmans. One slice is missing as my young nephew was very hungry and suffered through it but said it was disgusting as burnt food doesn't taste very good. Thanks so much. It would be nice if the care taken matched the prices Wegmans has. You would think there would be a higher level of service for the premium we pay for being Wegmans customers. Please do not call me as I work and am unable to take calls. Email is preferred.

  Business response

  04/18/2024

  We reviewed the customer’s complaint and apologize for his disappointment with the quality of the pizza he received. We have refunded the cost of the pizza, which is the desired settlement in the form of a gift card. It was mailed to the address provided in the complaint. This gift card can be used in store or when ordering online. If the customer encounters any issue with any Meals2GO order in the future, we ask him to please utilize the Meals2GO app to provide feedback so we may address his concerns directly. The feedback button is located in the top right corner under the three lines. Simply click share feedback and it will come directly to Meals2GO to handle the customer’s concern. Wegmans Customer Care Center

  Customer response

  04/19/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  A gift card isn't a refund and does nothing for me. I don't shop at the store due to the cost and distance.  Once again a large company showing how little they are and they are too big to care. I want a refund for the burnt food I was delivered meaning I want my money returned. It is very simple and I shouldn't have go through all of this to get a refund but this is the only resource we have thanks to Wegmans making sure there isn't one on the app or the website. This is terrible and people should know how terribly Wegmans treats their customers. 2nd order is a row they have failed and DID NOTHING TO RECTIFY and stolen my money.  Regards,  ****** **********  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had asked over the phone for a delivery of a refill, associate promised that it will be delivered the next day as I requested for afternoon between 4 - 5 pm, I have been on a delivery list for over a year(!!!!!). But delivery person came @10 am, next day called at 12pm and left a Message that will try again in afternoon, BUT NEVER CALLED/NEVER CAME, and day after that he calls at noon , PROMISED TO CALL AGAIN IN AFTERNOON, BUT NEVER CALLED, NEVER CAME!!!!! WHAT A POOR CUSTOMER SERVICE!!! I AM VERY FRUSTRATED!!! I NEED THEM TO DELIVER THE ITEM IN AFTERNOON!!! I CANNOT MAKE IT TO THE STORE!!!! REQUEST: DELIVERY IN AFTERNOON: 4-5PM AND A CUSTOMER SATISFACTION OF $50.

  Business response

  03/19/2024

  Wegmans pharmacy has reached out to our customer on several occasions; however, they have not been able to contact her.  Notes have been placed in her file inviting her into the store to meet with them.  They would like the opportunity to work with her in order to find the exact product she is looking for.
  
  Wegmans Customer Care

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A Wegman’s sushi truck with #**** driving on 81 North at mile marker 52 at 6pm Friday 12/29/23 caused us (two adults, two geriatrics, and a child) to slam on our brakes and swerve off the road. All of our items crashed forward including our food and a glass photo frame which broke shattering glass everywhere. The child and older female both started crying and hyper-ventilating. There was no reason aside from road rage for this to happen. We would like our food costs and the frame cost replaced, est. $75.00.

  Business response

  01/08/2024

  Thank you for contacting Wegmans Customer Care.  We have reached out directly to the customer.  
  Wegmans Customer Care Center
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ON 12/26/23 I DID A PICK UP ORDER AT WEGMANS THERE WHERE SEVERAL ISSUES THE AMOUNT THAT SAYING MY INTIAL ORDER RECIEPT STATED THAT THE TOTAL WAS $22 AFTER MY $15 OFF $35 COUPON WELL MY FINAL RECIEPT THEY SPLIT PAYMENT BETWEEN MY CREDIT CARD AND EBT SNAP AND DID NOT GIVE ME THE $15 OFF. I DID CALL WEGMENS THEY TOLD ME I WOULD HAVE CONTACT ********* WHICH I DID AND AFTER 8 DIFFERENT RESPONSES FROM ********* GETTING NOWWHERE TRYING TO GET A REFUND I DID ON A SEPERATE COMPLAINT AGAINEST ********* ALSO. THE ORDER ID **********.

  Business response

  01/04/2024

  We have reached out directly to our customer. Wegmans Customer Care 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. ↩