ComplaintsforWhole Foods Market Inc

Grocery Store

HeadquartersMulti Location Business

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Initial Complaint
10/07/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a regular customer of the ******************* store for the past decade The store has a meat smoker but for some reason is not regularly smoking bone in chicken breast and making it available to customers at self serve So for a while I have had to special order it every Friday for pickup at the meat department Most of the time it is properly cook but the last two weeks it was well under cooked and I had to finish cooking it at home which was a big inconvenience The store needs to make product available to their customers or at least properly cook it if it has to be special ordered and my girl friend has to wait in a long line at the meat department to pick it up
Business response
10/07/2024
We will respond to the customer sharing the refund process for our stores.
Customer response
10/08/2024
Complaint: 22385719

I am rejecting this response because:
the company offered zero compensation or help
to the problem of selling me under cooked smoked chicken

Regards,

**** *******
Business response
10/09/2024
We created a case for the customer and reached out to him on 10/07. As per our return policy, we requested the purchase details or a copy of his receipt. The customer claimed he no longer had a copy of his receipt. We then requested a redacted bank statement so that we could look up the details that way. The customer declined and said he paid cash. As we are unable to issue cash refunds from our office we referred the customer back to the store so that they could issue his cash refund and look up his transaction as it is not visible to us in the office.
Customer response
10/09/2024
Complaint: 22385719

I am rejecting this response because:
company not helpful in their response in getting this issue resolved and or not concerned or cares about the quality of the product they sell to their customers

Regards,

**** *******
Business response
10/11/2024
We have advised the customer that, unfortunately, we are unable to issue a refund from our office without the transaction information, which he has declined to provide after several requests. The customer has also been told that we cannot issue cash refunds from our office. The customer has also been advised that the store would be happy to issue a cash refund on his next return visit where they can look up the transaction details. In his last email he stated he would contact the store manager for assistance with his refund.
Customer response
10/11/2024
Complaint: 22385719

I am rejecting this response because I did not decline to provide the information but the company refused to contact the store to get the information as I no longer had it
the company doesnt seemed concerned about selling undercooked chicken either which is a health hazard :

Regards,

**** *******
Business response
10/15/2024
The customer has been told on several occasions that the store would be happy to accommodate his refund request. We are unable to offer cash refunds from our offices. We are unable to assist this customer any further as this needs to be done from the store.
Customer response
10/21/2024
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.

Regards,

**** *******
Initial Complaint
09/19/2024
Complaint Type:
Product 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 get 3 packages of 365 organic broccoli every week. This week, all of the packages were over 50 % black mold. The date says 9/26 sell by. I love the ****** OR store, and ive never had an issue like this. My concern is this is a packing issue, not the store. Please contact me so we can figure out what the issue is, and how do I not see this again.
Business response
09/19/2024
We have reached out to customer internally to resolve their issue.
Initial Complaint
09/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Had a mfr coupon for $1 off of a tin of Republic of Teas tea. Picked one up at the store, went though checkout, analyzed receipt, Whole Foods totaled up my bill, added taxes, then applied the $1.00 after tax. That's not $1 off of a $10 tin of tea. The $1.00 off should have lowered my taxable amount, and then paid for it. Is that even legal? This was on 9/11/2024 at the Whole Foods on ***** in **********.
Business response
09/13/2024
We have reached out to this customer internally to look further into this issue.
Customer response
09/21/2024
Complaint: 22277454

I am rejecting this response because:
Whole foods looked at the receipt and said "see right here we subtracted $1 from the total at the bottom". Fully admitting they did not lower the cost of the item by $1 and then calculating taxes and then totalling up the transaction. They fully admitted to the improper transaction. The problem here is that the item and therefore the taxes would be lower if the coupon was applied in the correct legal step of the transaction.
They choose to total and then remove coupons which I have never seen any other company do and it's not how this process works.
They are scamming people out of money and increasing tax burden on individuals
I do not accept their reply.

Regards,

Craig Spreha
Business response
09/24/2024
We are reaching out to the store to share this complaint regarding a manufacture coupon and how it is being applied to transactions
Customer response
09/26/2024
Complaint: 22277454

I am rejecting this response because: I'm not rejecting it out of any animosity just "accepting the answer" means the ticket will be closed. I see the reply that they are reaching out to the store about the coupon handling. I will wait for their answer.

Regards,

Craig Spreha
Business response
10/16/2024
The customer was sent the following information in an email dated 10/07/24. The customer never replied to the email so the case was closed as resolved.

--------------- Forwarded Message ---------------
From: WFM Support [customer.questions@wholefoods.com]
Sent: 10/7/2024 9:55 AM
To: cspreha@gmail.com
Subject: Re: Whole Foods Market Customer Care [ ref:!00DF00gR7X.!500at03WJCL:ref ]

Hi Craig,

Thank you for your patience while we looked into this matter further. Upon speaking with the Store Leadership at the Ponce De Leon store, manufacturer coupons in the state of Georgia do not activate until after the total is calculated, therefore the customer will still be charged the tax on the sales. If you have further issues regarding this manufacture coupon, I would suggest reaching out to the company/manufacturer in which you received the coupon for further details into their offerings.

Global Customer Care
Whole Foods Market
550 Bowie Street | Austin, Texas 78703

This email contains proprietary and confidential material for the sole use of the intended recipient. Any review, use, distribution or disclosure by others without the permission of the sender is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please contact the sender by reply email and delete all copies of the message.

Customer response
10/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22277454, and find that while this resolution is cheating, there is no other resolution to a behemoth giant who does whatever it pleases. The customer does not save $1 from the coupon doing business the way they do.

You can consider this closed but not satisfactory.

Regards,

Craig Spreha
Initial Complaint
08/05/2024
Complaint Type:
Product 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.
Dear Manager,I am writing to express my dissatisfaction with the service I received from one of your employees, ******, at the ************************************ today. I had purchased a loaf of dark wheat bread for $6, but upon realizing it was not the correct type, I attempted to exchange it for white sourdough bread.When I approached the customer service desk, ****** informed me that an exchange could not be processed because I did not have the original credit card used for the purchase. Despite my attempts to explain the situation and offer alternative solutions, ****** was uncooperative and unwilling to assist further. I would like to emphasize that the bread was completely untouched; not even one slice was taken. I had my receipt and identification with me, yet this did not seem to matter.This experience was disappointing, as I have always valued Whole Foods Market for its excellent customer service and quality products. The unwillingness to facilitate a simple exchange for a relatively low-cost item like bread, particularly when I had my receipt and identification, seems unreasonable and does not align with the standards of customer care I have come to expect from your store.I request that you look into this matter and take appropriate action to ensure such incidents do not occur in the future. I would also appreciate it if you could inform me of the steps you plan to take to address this issue.Thank you for your attention to this matter. I look forward to your response.
Business response
08/05/2024
We will create a case for the customer and reach out to them directly.
Initial Complaint
08/01/2024
Complaint Type:
Product 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 last few times I visited Whole Foods in *******, **, I used my own bags. I only recently learned that I can be reimbursed 10% for this, which is NOT made clear anywhere in the store or at the self checkout. I would like to be credited retroactively for the past few instances I used 2-3 bags while visiting the stores (I have receipts to prove it).
Business response
08/01/2024
We have reached out to customer internally to resolve issue. Thank you
Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 7/3, I purchased a $500 Airbnb gift card from Whole Foods Market, **********. Upon attempting to redeem the gift card, I received an error message indicating that the gift card had already been used. I have not shared the gift card details with anyone and have not redeemed it myself. This indicates that the gift card was likely compromised or already activated prior to my purchase.I immediately contacted Whole Foods Market customer service to resolve the issue and request a refund. Despite my efforts, I have not received a satisfactory resolution. I have provided all necessary information, including the purchase receipt and the details of the gift card, but I have not been refunded or issued a replacement gift card.I am seeking a full refund of $500 for the defective Airbnb gift card. Supporting Documents:I have attached a copy of the purchase receipt and the details of the gift card to this complaint.I look forward to a prompt resolution to this matter. Thank you for your attention to this issue.
Business response
07/15/2024
Our apologies that the customer is having issues with their gift card. We will create a case for the customer and look into this further.
Customer response
07/15/2024
Complaint: 21982913

I am rejecting this response because: the issue is not resolved yet. I did hear back they will investigate though. I would like to keep the BBB complaint open until its resolved.

Regards,

Ash Sin
Business response
07/17/2024
Our team is in contact with the customer and created an internal case. We are in the process of looking into the issue.
Customer response
07/18/2024
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.

Regards,

Ash Sin
Initial Complaint
06/19/2024
Complaint Type:
Product 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.
Hand charging devices uses my prime credit card but doesn't honor prime discounts advertised at store Store run by ****** in ************ has not been helpful.. Last told to call Amazon who took an hour of my time and did nothin ***************)... ( actually got got transferredafter about an hour to GRubHUb by Amazon ) .. when called back twice to talk to ****** , I was told by both staff members that ****** not available .. and further that they were not allowed to tell me when ****** would be available or leave a message for ******
Business response
06/19/2024
Our apologies that you did not receive your Prime discount. We have created a case for you and will be reaching out to the store for additional info.
Customer response
06/20/2024
Complaint: 21872805

I am rejecting this response because it hasn't solved my problem...and based on actual experience won't...They say they are reaching out to the store, but the store specifically has told me they can't help multiple times now ... last referring me to Amazon which didn't help at all.

Regards,

*************************
Business response
06/21/2024
We created a case and did reach out to the store. The Store Team Leader has no record of the customer leaving a message for him to be contacted.
It appears the customer's Prime account is not linked to the Amazon One payment method. In order to receive the Prime discount he must link his account. The following instructions were provided to the customer via an email. Additionally, a phone number was also provided should he need additional help. The customer has referenced that he called another number to no avail so he now has the correct contact number. Please see below.
How do I link my Amazon One ID to my Amazon account?
If your accounts were not linked during your sign-up, after signing up you will receive a welcome text and you can link your Amazon account by following the instructions in the text. If you do not have the text anymore, you can request one by visiting an Amazon One device and selecting "Terms, Privacy and Help" and then "Link Amazon account".

For more information on Amazon One please contact Amazon ******************** at ************ or to visit the Help page.
Customer response
06/21/2024
Complaint: 21872805

I am rejecting this response because:
***** should have been notified by staff .. My guess is that they either were told not to contact him or, at least, not instructed how to contact him (?)
***** did call me today and indicated he had NOT been notified by anyone- including the main office, what the problem was. If true, then why not? In any case, I explained the problem again to him.
Told ***** the claim from main office is that HIS STAFF did setup the device properly... talking to him, it was evident he didn't know how to set up the device properly... suggested he get instructions and he agreed to do so. I agreed to stop in next week and talk to him when he gets instructions.
In the end, however, nothing solved yet.

Regards,

*************************
Customer response
06/21/2024
Complaint: 21872805

I am rejecting this response because:
***** should have been notified by staff .. My guess is that they either were told not to contact him or, at least, not instructed how to contact him (?)
***** did call me today and indicated he had NOT been notified by anyone- including the main office, what the problem was. If true, then why not? In any case, I explained the problem again to him.
Told ***** the claim from main office is that HIS STAFF did setup the device properly... talking to him, it was evident he didn't know how to set up the device properly... suggested he get instructions and he agreed to do so. I agreed to stop in next week and talk to him when he gets instructions.
In the end, however, nothing solved yet.

Regards,

*************************
Business response
06/21/2024
The customer has been given the info in a direct email and also in an earlier response in this case how to link his account. He has also been given the phone number for the Amazon One helpdesk. *****, the Store Team Leader, reached out to the customer to offer assistance, as well.
Initial Complaint
05/29/2024
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 5/26/24, I visited Whole Foods on **********************, ** with my entire family including my young children. At the same time, a woman was walking around the store with a completely see through open mesh top with no bra. She might as well had been ******* as her b****** and ******* were clearly & fully (entirely) visible. She was completely exposed and appeared to be trying to get a reaction out of us. I was able to quickly cover my young children eyes so they did not see anything. My husband and I quickly looked away but it was unsettling to know that she was free to dress offensively while we were there at the store with our small children. Previously, we considered Whole Foods as a safe place to shop but that wasn't the case this time. Even though we were suppose to shop for other items, we quickly left that store. On 5/27/24, I called their customer care line and reported the incident. I asked if they had a dress code seeing that I had my children with me. We knew of other businesses like 7 eleven that will enforce certain dress codes and will even deny customers who are dressed offensively to protect their other patrons and their business. Unfortunately, Whole Foods doesn't feel the same. The representative that took my complaint did not at all seem to take my complaint seriously. I left my contact information and asked for a call-back. Sadly, no one never called back and did not seem to care. I assuming that Whole Food does allow a woman to walk around like this around young children. Honestly, we are not in a strip club so I don't understand why we were exposed to this while Whole Foods did nothing. Because of this, I will not be stepping foot in that store again until Whole Foods resolve this manner. Turning a blind eye is not going to resolve the manner.
Business response
05/30/2024
We have reached out to this customer directly
Initial Complaint
05/29/2024
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 have several gift cards in which I would like to combine into one or be reimbursed due to the fact that they're under $10 in California law allows Reimbursements or cashing a gift card under $10 value. I contacted customer service and was told that there is no legal department
Business response
05/29/2024
We can create a case for the customer and reach out to get the store info as redemption of gift cards less than $10 must be done at the store. As per our anti fraud policy we are unable to combine gift cards under any circumstances.
Customer response
05/31/2024
Complaint: 21769545

I am rejecting this response because:
I will be going to the store on June 7th and do not want to close until this case is handled properly
Regards,

***********************
Business response
06/03/2024
We have already alerted the store that you will be going to their location for your gift card issue.
Customer response
06/03/2024
Complaint: 21769545

I am rejecting this response because:
I have not gone to the store as of yet I will be at the store on June 7 and will respond within timely manner
Regards,

***********************
Initial Complaint
05/21/2024
Complaint Type:
Product 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.
Every year for my birthday my kids get me the ***** Chantilly cake. Last year unfortunately it was super dry but I thought it was a fluke. This year they got it again as usual and not only was it super dry, it was more expensive and had much less berries. Im terminally ill and I was so looking forward to this cake and Im so disappointed. We also got sushi for everyone and the rice went hard after only an hour being home, I guess we should have ate it right away but the big issue is the cake. I dont have much to look forward to, making this feel worse.
Business response
05/21/2024
Our apologies that the customer was disappointed in the quality of the products. We'd be happy to review a refund request with a copy of the receipt as per our refund policy. The customer can return to the store or we can create a case and reach out to them.

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ComplaintsforWhole Foods Market Inc

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