ComplaintsforWhole Foods Market Inc

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been shopping at Whole Foods ************************************* since the store had opened twice a week. I have noticed that in the last 2 weeks security has been monitoring my movements while Im shopping has been asked after paying cash or credit card my groceries to show my receipt while exiting the store. I havent stolen anything and its very frustrating and uncomfortable for being profiled for something I havent done. Most of the employees I know for a long time. This has to stop because ** going to let my lawyer know about this.

  Business response

  05/10/2024

  Apologies for the customer's experience. We will create a case and reach out to the customer for more detailed info before contacting the store, i.e., dates, time of day, names and/or descriptions of the security person. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ever since I have been a prime member, I have not been able to access the prime member discount when shopping at whole food. Every time I enter my phone number it says that I am not a member, but I have proof that the $7.45 monthly fee for prime is deducted from my bank account every month. The rep said for me to download the whole foods market app, which I did but it still doesn't give me the extra savings as a prime member for my in-store grocery purchase. I need help! I have missed out on a tremendous amount of savings since my prime membership has not been acknowledged during checkout.

  Business response

  05/07/2024

  The customer has not linked her phone number or her email account  in the App. That is why she is not being recognized as a Prime Member. We will create a case and email her the guidance for linking her account. Unfortunately, we are only able to give a one time courtesy credit for a missed prime savings transaction.

  Customer response

  05/30/2024

  Complaint: 21677901
  
  I am rejecting this response because: a rep from Whole Foods sent me a separate email informing me to download the Whole Foods app, which I did already. She then said to contact Amazon but its not an Amazon issue. The issue is solely with WF. I pay my $7.45 every month and have proof of such. Yet, every time I go to Whole Foods, I do not get the Prime member discount as a prime member. I need help with this matter! 
  
  Regards,
  
  *************************

  Business response

  06/03/2024

  The customer has not linked her phone number or her email account in the App. That is why she is not being recognized as a Prime Member. We are working with customer internally

  Customer response

  06/25/2024

  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 because their previous response offered an account credit. I would like my account to be credited as promised and would like to be able to reopen the complaint if it is not honored. 
  
  Regards,
  
  *************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The case number I was given on chat is 03183289.We visited Whole Foods Market in Albany on 12/26 on our way home from visiting a relative. We live around 90 miles from the close WFM so we couldn't just go back. We bought a chicken wrap that my son and I shared on our way home in the car and my son found the bone in it after biting into it. The package of bacon and chicken tenders leaked. We spent a $1 extra on Zen pudding that was supposed to be on sale, as it was advertised in the store. The organic cheese molded after a few days. I called Whole Foods on December 28, 2023 to let them know of the issue. I provided UPC codes of everything and was told I'd receive a followup to my email. I never received anything so I contacted Whole Foods on their chat on February 2nd. I was told they had my email wrong and that's why. The representative told me they forwarded a request and to wait for notification that day or next. 2+ months later and I have yet to receive anything. I would honestly prefer a check to reimburse us. If a gift card is the only option, I'd hope that they'd give us a little extra for waiting so long and having to go out of our way to use it. We spent $295.29 that day. I don't have the leaky photo of the chicken breast saved anymore but can provide the others. Zen pudding difference $1 Chicken tenderloin $16.49 Wrap $7.99 Bacon $8.29 Cheese 5.99

  Business response

  03/28/2024

  Please accept our apologies for the delayed gift card. A gift card was sent out on January 1st but to the wrong email address. It was also for a lesser amount so we will review the original case to see where the difference comes in. Unfortunately, we can only issue refunds for credit or debit purchases from our office. We cannot refund cash transactions. We will reach out to the customer to resolve.

  Customer response

  04/01/2024

  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. I received a gift card in the amount of $50.  
  Regards,
  
  ***********************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The labels around the store claim that there are hundreds of food additives banned from being used in their foods like hydrogenated oils and preservatives, however its labeled in many of the items that the ingredients of some items contain a bioengineered food ingredient without describing what the food additive is. I usually read all the ingredients in the food labels but at Whole Foods I tend to be more relaxed on this matter. Now I question the be quality of the foods that Im eating as it relates to what Im getting from the store.

  Business response

  03/25/2024

  We have reached out to customer to respond to this question

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They keep billing me and I've never had this subscription. I've contacted Amazon and whole foods, they both don't have any transactions on file. My bank will not dispute it. I want to stop payment and get all my money back for all part charges. Or the last option is fraud on the company

  Business response

  03/04/2024

  Unfortunately, we do not have any insight into these transactions. We will forward the case to Amazon.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 22, I ordered over the phone two large cheese pizzas from Whole Foods. I was told they would be ready in about 30 minutes. I arrived at Whole Foods picked up the two large cheese pizza. The guy behind the counter making the pizza knew they were for me as soon as I got to the counter. He had taken my order over the phone. I regularly order cheese pizza from Whole Foods because its one of the few things that I can eat without getting sick. I tried one pizza as soon as I got home and the crust was overcooked and very hard and hurt my teeth to chew so most of it was thrown out. The second pizza I reheated later that evening when I went to eat the slice of pizza it fell apart because the crust was still raw. It was very undercooked and gross. I tried to cook the crust more but all I did was burn the top part of the pizza. I want Whole Foods to refund my money and to assure me that this employee is not going to continue to target me and sell me pizza poorly made because he knows Im the one ordering it. This is the second time hes made my pizza and it has had something wrong with it making it inedible. At this point I feel like he is intentionally providing me with a bad product. I dont want to have to stop getting my groceries at Whole Foods because some of the things they carry I cant get other places but its getting to the point where I dont feel comfortable shopping there anymore which is really unfortunate because I do have health issues that limit me to what I can eat. .

  Business response

  02/23/2024

  The customer reached out yesterday and we have since created a case and responded to her via email. We requested her receipt information and will be happy to refund her for the purchase. We will also reach out to the store leadership team to let them know of the inconsistent quality of the pizza so that the team members can be retrained. We cannot make any assurances who the team members will be who make the pizzas at any given time.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an yogurt at whole foods and wasn't given the sale price even though I entered my discount card details. When I returned home, I realized the yogurt was nearly 2 weeks expired. I had to travel for over an hour to rectify this. When I brought it to corporate's attention that I had no only been sold a way outdated product, had to waste an hour of my day correcting it, and wasn't given my sale prices so I was over charged for my groceries, they said there was nothing they could do. They've ripped me off in multiple ways, and I want to compensated.

  Business response

  02/22/2024

  We created a case for the customer and provided a resolution.

  Customer response

  02/22/2024

  Complaint: 21321858
  
  I am rejecting this response because "creating a case" is much different that "providing a resolution." The "resolution" they provided was "sorry, we won't help you." They're ok selling you expired items, ok forcing you to drive an hour to bring them back to the store, and ok not giving you the sale prices when admittedly it was their machines at fault. ****** business model. You should make it up to me if you expect me to shop your store again. 
  
  Regards,
  
  ****

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 gift cards from the company on 2/7 for $250 and on 2/11 for $200. I was mortified in the ************* store were declined MULTIPLE times (at the self check out, again at the regular register, then again at the customer service counter) one employee even making the statement "should we check and make sure there is a balance on it" like i was lying and trying to steal!!! I contacted ****** who tried getting my money back because i was so embarrassed i would never trust a digital card from whole foods again, after a week of waiting to hear back from WF they declined refunding me. I called 3 times today (2/16) and spent over 2 hours on the phone explaining (being hung up on/placed on hold for over 15 minutes) and then given another avenue to follow up with to try to get resolution. I spent money I did not have and had already spent on gift cards with this company. took the avenues told to go to resolve. I have an email stating to call the number i did today. I still do not have my money, I am being charged daily interest on the credit card i had to put the funds on and being sent in multiple directions with no resolution over a week after this situation happened. This has caused unnecessary stress, and financial issues and Whole foods is doing NOTHING to help resolve. I want my money, and I want to be reimbursed by the store for the time, stress, embarrassment, runaround, and accruing interest I am being charged due to there lack of response, help, and resolution in this matter. I have attached screenshots of the digital gift cards themselves, as well as the email confirmation of purchase for each. I have also attached the refusal of refund and the requested number to call. This was the number I called 3 times today and was then directed to email after spending HOURS on the phone to get resolved.

  Business response

  02/16/2024

  We have no record of the customer contacting our **************** as there is not a ************. We will create a case and reach out to the customer directly.

  Customer response

  02/16/2024

  Complaint: 21303778
  
  I am rejecting this response because:

  prezee (Whom I purchased the store giftcard and have used numerous times previously at the same store) reached out on my behalf to get my money back and was denied. Their response is in my previous attachments. The updated attachments are from the phone call I made as directed to get issue resolved, then said I would need to send images of the gift cards. Now at 3:31pmEST ***** (see attached email with reference number) is saying they cannot verify my money. Though over the phone the girl I spoke with this morning verified multiple times both cards were still fully funded?!? 

  
  Regards,
  
  *****************************

  Business response

  02/19/2024

  We created a case for the customer and immediately responded that, after verifying the balances, we would be sending digital replacements. The cards will be processed and will arrive in a separate email within 2 business days from today. The cards were not purchased through Whole Foods Market as is evidenced in the attachments provided by the customer. We do not know why the gift cards were not scanning in our store as they were not issued by Whole Foods Market.

  The customer is seeking additional compensation which, unfortunately, we are unable to provide. We suggested that she reach back out to the company she purchased the cards from.

   

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 1st **** at approximately 2pm I was stopped and harassed by an undercover guard working for company Allied Universal, a security guard agency contracted by WFM. My possessions were taken from me and searched thoroughly. Even after not discovering any unpaid merchandise did my possessions continue to be looked through. When I asked what was the reason this occurred I was told someone saw me put something into my bag, which was odd because the only time I placed an item in my bag was right in front of the cashier when I paid for the items Id purchased. I am a 59 Black woman, muscular built with a tomboy appearance and what occurred and how the situation was dealt with are inextricably linked to my race, color, appearance. When I asked to speak with a manager, the decoy ignored my request, even laughed and never apologized for this gross misconduct. One supervisor apologized while the rest of staff tried ti downplay my outrage. I am ashamed, embarrassed and was literally left scared to ever step foot in their again. All I kept thinking was luckily I have the receipt my hand, thank G-d I didnt opt for no receipt I probably wouldve ended up in handcuffs if I couldnt prove the items Id paid for. I would want nothing more than to file a lawsuit against both companies.

  Business response

  02/06/2024

  We already have a case created in our system for the customer. We have apologized to the customer for the incident and have reached out to the store so that they can investigate further.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Whole Foods sold me hand warmers drenched in corpeal sin.Unwearable after 3 washings, unto itself expelled it Ostensible f**** came out of manufacturing.

  Business response

  01/23/2024

  We have reached out to the customer directly to resolve this issues.

  Customer response

  01/24/2024

  Complaint: 21181655
  
  I am rejecting this response because:
  
  Regards,
  
  **********************************

*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. ↩