ComplaintsforDollar General

• Initial Complaint

  02/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 1/8/22 I purchased two boxes of ********** breakfast sandwiches at Dollar General. The shelf price was $6.00 apiece, but they rang up at the register at $6.95 apiece. According to state consumer pricing regulation, "In the event that any consumer commodity electronically scans at the cash register or checkout terminalat a retail price which is higher than the posted retail price, one item of such consumer commodity, up to avalue of twenty dollars, shall be given to the consumer at no cost." A sign stating as such was hanging behind the register facing the cashier. The cashier read the sign out loud to another cashier. The cashier said that they were not responsible for pricing issues and that I would have to come back another time to see the person that could resolve the issue.The above regulation is supposed to be on a sign conspicuously posted at the registers, but instead, the sign only faces the cashier. No customer waiting on line or standing at the register can see that sign. I have been in that store a few times a month for at least the past four months, and I have never seen that sign.I filled out an online complaint form on Dollar General's website on 1/8/22 and got a response on 1/12/22 stating that the incident would be investigated. I went back to the Dollar General store on 1/21/22 and the same cashier told me that I would have to come back another day to see the manager, who was only in for an hour or two at 8:00am. (I worked until 4:00am, so that was not an option for me).Back in October 2021, I bought two pot pies. The shelf price was $2.50 apiece, but they rang up at $3.00 apiece. I was only given the $1.00 refund. I never received the free pot pie.As of today 2/2/22, I have not received any free item or a correct price adjustment. I would like a total refund of $8.95 for the items that I was supposed to receive for free: the remaining $2.00 for the pot pie and $6.95 for the breakfast sandwiches.Thank you for your help.

  

  Business response

  03/10/2022

  Consumer Response /* (2000, 12, 2022/03/09) */ The district manager, *****, contacted me to arrange a gift card for me to be ready for pickup on Sun 3/5. When I went to the store, there was no gift card left for me. I had to call ***** again, and the card was finally given to me when I returned on Wed 3/9. I am satisfied with this resolution. Thank you for your help.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The issues myself and others are having with this particular store (827 Junction Highway, Kerrville Texas, XXXXX) is the lack of availability. The manager closes early almost everyday, using the excuse that the register is down when, in fact, it isn't. My family and I went a week or so ago and it was only 6:45 pm and the manager put a sign on the door stating the excuse they always use. As we pulled away we saw two people inside about to be checked out. On the times we catch the store open, the manager is outside smoking, and hes out there for a while. It seems to be an everyday thing, and yes I know people are allowed their breaks but as a manager I believe hes abusing his power. Also, when he is open and actually doing his job, he sighs when anyone asks him anything, my boyfriend walked to the register yesterday and rang the bell and he sighed, he asked him for a pack of cigarettes and he sighed again. Frankly, everyone is getting really tired of this mans poor attitude and the fact that he closes everyday before 7pm when they're supposed to be open until 9pm. That particular Dollar General is our closest one and ever since this guy was placed as manager, that store has been disappointing.

  

  Business response

  02/24/2022

  Business Response /* (1000, 10, 2022/02/17) */ February 17, 2022 Better Business Bureau of Middle Tennessee Attn: ************ ************************************ Case # ******** - Customer: ************* Dear Ms. ******: Thank you for notifying us of the complaint from our customer regarding one of our stores in Kerrville, TX. We have reached out to our customer to let them know these issues were reported and **** be appropriately addressed and we asked them to contact us if they wished to speak directly with the respective district manager. Thank you for bringing this matter to our attention. Sincerely, ****** M***** Customer Relations Supervisor Dollar General Corporation

• Initial Complaint

  01/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  4/28/21 for $100 gift card to ************* at Dollar General, Store #XXXXX, 1248 East Butler Rd, Greenville , SC XXXXX. Purchased 2 $100 gift cards on that date. One card did not activate per cashier, manager called to the front register, said she activated a new card. My father went to use the card at *************- no $ loaded. Went to store and was given (XXX) XXX-XXXX, I called two times & finally spoke with *****. Presented all info to him, he said I would hear back from the Dollar General district manager by 11/12/21 Reference # **********. Never got a call!!! Submitted online complaint forms. Called BBB if Upstate SC and was told to contact this phone #, did so and spoke with *****, directed to file this form today, 1/5/22.

  

  Business response

  02/14/2022

  Business Response /* (1000, 12, 2022/02/07) */ February 7, 2022 Better Business Bureau of Middle Tennessee Attn: ***** ****** ************************************ Case # ******** - Customer: ************* Dear Ms. ******: Thank you for notifying us of the complaint from our customer regarding a gift card purchased at one of our locations in Greenville, SC. After partnering with our third-party vendor, our district manager has reached out to our customer and arrangements **** be made to refund her for this purchase. I believe our customer **** be satisfied with the resolution. We apologize for our customer's inconvenience, and we are confident that this matter has been thoroughly investigated and addressed. Thank you for bringing this matter to our attention. Sincerely, ****** ****** Customer Relations Supervisor Dollar General Corporation

• Initial Complaint

  12/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went into this store and was looking around for something. While I was looking, I found some pajamas with a sign stating buy one get one free. I knew my brother was looking for a gift for someone so I decided to go home and get in touch with him. He said yes, he would like the. I made a trip back to the ******** store and the sign was still there and there was another sign where there was some other pajama bottoms.. I picked out two and went to the register. The cashier rang the up and it didn't come up as BOGO so I questioned her. She very abruptly said they were not on sale. I asked about the signs and she denied it again. I told her I was going to go double check and I was right. She claimed it was for gloves/mittens, nothing on sign said that. She was very rude and then I asked to talk to a manager, she said I am the manager. I bought one pair out of desperation. I let her know I had never been in a store where they didn't honor their signs. She was rude and didn't care.

  

  Business response

  03/17/2022

  Business Response /* (1000, 21, 2022/03/14) */ March 14, 2022 Better Business Bureau of Middle Tennessee Attn: ***** ****** ************************************ Case # ******** - Customer: ************ Dear Ms. ******: Thank you for notifying us of the complaint from our customer regarding a visit to our location in Defiance, OH. Upon receipt of this complaint, I partnered with our district manager who reports she was able to speak with our customer to address and resolve her complaint. We are confident that this matter has been thoroughly investigated and addressed. Thank you for bringing this matter to our attention. Sincerely, ****** M***** Customer Relations Supervisor Dollar General Corporation Consumer Response /* (3000, 23, 2022/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did talk to the district manager of the Defiance, OH Dollar General and she genuinely apologized. Unfortunately, after I hung up, I felt like the conversation was a little bit of a slap in the face. I made an extra trip to that store just because of the sale sign and then paid more for the item then planned. On top of that, I was totally distressed by the manager that day. District manager said she would address it, but how do I really know that **** happen, due to the fact I **** never go into that particular store again. Not sure what I expected, but an, I'm sorry just doesn't cut it. *****

• Initial Complaint

  11/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11-25-21, went into Dollar General to buy gift cards.Clerk rang up the gift cards. I had not been given the discounts on all gift cards.DG overcharged me $20. I explained this to the clerk. She was in agreement. She attempted to issue a credit at least five times (which took at least 30 minutes). Finally, I said this is not working, can you call someone. She called her Manager. Manager told her there is no returns on gift cards, so no credit can be issued. Although it was agreed that I was overcharged, they told me to come back the next day. I said that is ridiculous, and asked them to issue me a $20 credit. The clerk refused. I asked for them to provide written statement stating the store rung up my transaction incorrectly, and DG owed me $20. She refused. I asked her to call her Manager again. He told her there is no way to issue me a credit, and they are not providing me with a statement that DG owes me $20. I became very upset that they were cheating me. She said to dispute the charge on my credit card, and I and I said that will take 90 days, and she rolled her eyes, and said it would not. She attempted to take the gift cards and my money. She kicked me out of the store. I complained to DG the next day.District Mgr, Angela C*****, called and said that she spoke with the store manager, and the problem was the clerk did not know how to override the transaction to issue my $20 credit, and that the Manager would show her how to do it, and for me to go back in. Really?? This is the same Manager who told her on two different phone conversations that he could not issue me a credit, and nothing they could do. I fear bodily harm and for my life going in that store, and I am not ever. They could issue a credit with my credit card company over the phone, like millions of merchants do. The treatment I received was criminal. There is so much more, but little space to write it. I was threatened and cheated.

  

  Business response

  12/02/2021

  December 2, 2021
  
  Better Business Bureau of Middle *********
  Attn: ***********************
  P.O. Box ******
  *********, ** 37219
  Case # ******** - Customer: *******************************
  Dear ****************:
  Thank you for notifying us of the complaint from our customer regarding a Thanksgiving Day gift card promotion purchase at our store in ********, **.
  Upon receipt of this complaint, as this was a programming error, I reached out to our ******* Services team and they have credited our customer's account the $20.00 discount she was owed.
  We are confident that this matter has been thoroughly investigated and addressed. Thank you for bringing this matter to our attention.
  Sincerely,
  
  
  *************************
  Customer Relations Supervisor
  **********************
  

  Customer response

  12/04/2021

  (The consumer indicated he/she ACCEPTED the response from the business.)
  This was not a "programming error." When a company overcharges you, which they admit, they refund you the money. Dollar General threatened and kicked me out of their store and stated they could not refund the money that was due me. This is a horrible store. I accept the response because I was finally reimbursed the money they stole from me. But the fact I had to do all this to get money stolen from me from a national company is despicable. THANK YOU BBB. I appreciate your help.

  

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/12/02) */ December 2, 2021 Better Business Bureau of Middle Tennessee Attn: ************ ************************************ Case # ******** - Customer: **************** Dear Ms. ******: Thank you for notifying us of the complaint from our customer regarding a Thanksgiving Day gift card promotion purchase at our store in Sun City, AZ. Upon receipt of this complaint, as this was a programming error, I reached out to our Payment Services team and they have credited our customer's account the $20.00 discount she was owed. We are confident that this matter has been thoroughly investigated and addressed. Thank you for bringing this matter to our attention. Sincerely, Marsha M***** Customer Relations Supervisor Dollar General Corporation Consumer Response /* (2000, 7, 2021/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was not a "programming error." When a company overcharges you, which they admit, they refund you the money. Dollar General threatened and kicked me out of their store and stated they could not refund the money that was due me. This is a horrible store. I accept the response because I was finally reimbursed the money they stole from me. But the fact I had to do all this to get money stolen from me from a national company is despicable. THANK YOU BBB. I appreciate your help.

  Customer response

  09/30/2022

  I purchased $332.00 in gift cards on 11.25.21 (receipt attached). On Sunday, 9.25.22 my son told me that the $25 Chili's gift No. **************** had never had any money on it. He had tried to use it a couple times and then given up. I tried running the transaction history on the Chili's gift card balance site, but it states "invalid account or the account is closed." Since I purchased it over 6 months ago, and the Chilis website does not provide any transaction history over six months, the site directed me to the issuer - *******. I contacted ******* - email attached, and they provided the history for this card, which card number matches the scan code at the Dollar General, which ******* verifies, I bought at Dollar General, ********************************************************, Store No. *****. ******* verifies the Chili's card is the same gift card number and scan number of the Chilis card I purchased at Dollar General on 11.25.21. They verified that the card is inactive and was never activated by Dollar General, never loaded with any money. I paid for a $25 card, and it was never activated. I contacted Dollar General numerous times, and a District Manager was supposed to return my call, and never did. One of the representatives made an offensive comment that she understands that I believe $25 is a lot of money these days. I have no other option but to file this Complaint. I want my $25 Chilis card I paid for.

  Customer response

  09/30/2022

  The Complaint in 2021 was because they overcharged me $20.00 for the purchase of the 20 or so gift cards. They reimbursed me for that amount after the complaint was filed. The complaint I just filed yesterday is because one of the gift cards I purchased was never loaded with any money. I bought a blank card for $25.

  Customer response

  10/04/2022

  PLEASE RESPOND. I HAVE EXPLAINED THIS TWICE. IN 2021 THEY OVERCHARGED ME $20 FOR THE PURCHASE OF THE **** CARDS. THE COMPLAINT I FILED IN SEPTEMBER 2022 IS BECAUSE THEY NEVER LOADED ANY MONEY ONTO THE CHILI'S **** CARD. PLEASE RESPOND. FOR CRYING OUTLOUD. RESPOND. RESPOND. GET THE COMPLAINT TO THEM. I HAVE BEEN WAITING A WEEK. MAYBE $25 IS NOT A LOT TO YOU, BUT I AM ELDERLY, AND IT IS TO ME. THEY SOLD ME A **** CARD WITH NO VALUE FOR WHICH I PAID $25. SEND THE COMPLAINT.

  Customer response

  10/11/2022

  I have not heard from the business since I filed the BBB complaint regarding the Chilis gift card having no value because Dollar General never loaded any money o it.

  

  Business response

  11/24/2022

  November 24, 2022            
  
  Better Business Bureau of Middle *********
  Attn: *************************;
  P.O. **********
  *********, ** 37219
  Case #********  Customer: *******************************
  Dear **************:  
  Thank you for notifying us of the complaint from our customer regarding a gift card purchased  at our store in ********, **.
  Upon receipt of the original complaint, I reached out to our district manager who reports she mailed our customer a gift card to reimburse her for this card. Our customer has since reported she never received this card,at which time we alerted our district manager who reports another card has been mailed.
  We are confident this matter has been thoroughly investigated and addressed.  Thank you for bringing this matter to our attention.
  Sincerely,
  
  
  *************************
  Customer Relations Supervisor
  **********************
  
  

  Customer response

  11/30/2022

   
  Complaint: 18290925
  
  I am rejecting this response because:   I requested that my $25 Chilli' gift card be refunded either in cash or in the form of a Chilli's gift card for that amount.  That is what I bought (a year ago) and what I wanted.  Dollar General, by registered mail, sent me a gift card to use in their store.  I don't want anything from their store.   I would look like I am hard to please if I do not accept.  Too bad they did not read the complaint.  All I wanted was what I paid for.  All I wanted was a $25 gift card to Chillis - that is what I bought.  I guess I have no choice, but to accept this, as it has taken so many months just to get here.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint is regarding the ability to purchase a gift card from my local Dollar General Today I went into my local Dollar General located at 1620 E Hallandale Beach Blvd B, Hallandale Beach, FL 33009 I tried to purchase a ****'s gift card that was on sale on thanksgiving day only, and when I gave the store clerk my credit card, I was told that I can only make the purchase with cash. I did not have cash with me at the time and only had a credit & debit card. In the FAQ's on the Dollar General website it says the following: Q. Do you accept credit/debit cards at my local Dollar General store? A. We accept ***************************** credit cards, as well as PIN-based debit cards, in all of our stores. If there is a storewide policy to not accept debit/credit cards it should be posted on the front door. I had the same issue with the same store in August 2020, where the next day the district manager went to the store and clarified with the store manager that credit cards was a valid form of payment for gift cards. The issue now, is that the store manager no longer works there, and the new manager named Pablo would not allow me to complete the purchase with a credit card. I would like the district manager to contact the store manager again and clarify the policy. But I would like Dollar General to honor the discount I was supposed to receive on the ****'s gift card (15% off) as well. Thank you

  

  Business response

  12/15/2021

  Consumer Response /* (2000, 9, 2021/12/15) */ The business has already responded to me in person and resolved the issue satisfactorily. Thank you

*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. ↩