ComplaintsforWhole Foods Market Inc

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought seafood from whole foods on 1/12/24. I bought flounder, salmon and tilapia. I fed my 10 months old some tilapia on that same day. Today, 1/13/24 i was going to make the flounder and when I opened the bag it had a worm and was alive. I called the location and spoke with ******** from customer service who just said she is sorry and to bring it back if i want a refund. I spent a total of $235.00 in food including the seafood.

  Business response

  01/18/2024

  Hello, we have reached out to the customer directly to resolve the issues.

  Customer response

  01/18/2024

  Complaint: 21141489
  
  I am rejecting this response because:
   
  I have not received any call from this business like they said on their response.  
  

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

  Business response

  01/18/2024

  initial response to customer was sent to an old email address, resent email to customer directly to resolve the issues.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited the Whole Food in ******** on 12/31 to purchase items for a small family celebration, which was a big deal for me as I am a senior citizen and not too mobile. I had some terrible quality and freshness issues with a few of my items. I figured no problem, Whole Foods will have great customer service, well I was wrong. I chatted with an associate on their website and they assured me, no problem, email us a picture of the receipt and we will issue an electronic gift card (since I paid with a disposable gift card I no longer have). They didn't reply for many days and then told me to bring the items back to the store. Well that's impossible because 1. The original person said I could throw them away because they smelled and 2. I am elderly and not mobile. They stopped replying to my emails and I am so upset. I have attached my receipt here. I would like an electronic gift card for my refund and that doesn't even include my stress and time.

  Business response

  01/15/2024

  The customer already had a case in our system regarding this issue. He had been told by our agent that his refund was under review and if approved, would be received via email. After reviewing the case, we responded to the customer that he would need to return to the store for his refund so that the store could look into the quality issues that he complained about. If he no longer retained the product he will need to return to the store with the receipt as they will have the final decision regarding a refund.

  Customer response

  01/16/2024

  Complaint: 21130526
  
  I am rejecting this response because: 

  I am elderly and not even local to this store so it is impossible for me to return. Why can't I be assisted virtually? Long longtime customer and very disappointed they are making 0 effort to meet me in the middle here. I provided my receipt, why am I not valued?

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

  Business response

  01/16/2024

  We will respond to the customer through his case in **************

  Customer response

  01/16/2024

  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

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please assist. Today I experienced the WORST **************** from ******************************************* employees; ************************* (Supervisor) and *************************** (Manager). They were extremely rude, inconsiderate and passive aggressive. I initially encountered ***** after she was refused to assist with Customer satisfaction I requested her Superior-****. ***** states she is the "Manager in Charge and the one who makes Whole Foods Decisions". Thereafter I demanded and waited 15 minutes for **** to arrive after she called and whispered with a disclaimer prior to. **** completed dismissed and neglected to understand the complaint, discreetly again he and ****** confirmed via Whole Foods Website the Product in question. Compliant due to refusal of Glass Milk Deposit-******** purchased, Bottle deposit-$3/each. I now reside in ******** however purchase was made in *************. I am unable to return Glass Deposit Bottles where it was purchased however it was purchased from Whole Foods. I attempted to contact Whole Foods **************** for resolution and was unsuccessful- @************ and @************. Please assist with compensation whether by Refund or Gift Card. Thank you in in advance.

  Business response

  01/15/2024

  We apologize if the customer feels they were not treated in a professional manner. We will create a case for the customer. We will reach out to the store for more information regarding the bottle deposit/reimbursement requirements for their state.

  Customer response

  01/18/2024

  Complaint: 21122403
  
  I am rejecting this response because:

  I would like my $21 Bottle Deposit Refund compensation. In addition there should be an open line of communication for a **************** experience encounter. Contacts provided were unavailable hence going this route. The Whole Foods regarding this complaint location; ************* *********************************. Please resolve with a reasonable resolution whether by return/refund and or gift card. Thank you in advance. 

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

  Business response

  01/18/2024

  We reached out to the store and they provided the following info:

  6 of the bottles we do not sell so a refund was denied for those.
  The customer did receive a refund for 2 of the bottles since they were Homestead and Trickling Springs.
  She asked why we didnt give her a refund for all of them, she was told we do not sell that brand so unfortunately, we could not provide a refund.

  The case was handled appropriately at the store level.

  Customer response

  01/19/2024

  Complaint: 21122403
  
  I am rejecting this response because:
  

  I dont understand the lack of communication/understanding. AGAIN I do NOT reside in IL, I reside here in the **** They were in fact purchased in ** at WHOLE FOODS. And there are Seven Glass Deposit Bottles NOT Six. If there is a WHOLE FOODS located in another State of which the same Store BRAND, WHY can I NOT be compensated to retain the Customer! This is POOR Customer satisfaction at its BEST. In addition with this knowledge I will not purchase Milk from a different location moving forward, if that store does not carry the exact same brand. However I desire a Refund for what I did purchase from Whole Foods and or again a Gift Card for this Dreadful experience. Reminder, The way was handled by the Employees was completely unacceptable behavior. My time was not respected with lack of urgency to seek a higher personnel. My Lunch was impacted and compromised due to this experience. I waited for the Manager after he had been called several times and still this issue is unresolved! Also the number provided for **************** experience was unavailable for contact and the mailbox was full. I will be moving forward with this complaint and with any platform until I am compensated for Poor Treatment and Horrible Customer Experience by The ******************************************* Brand. This exchange is inconceivable! If every Customer is treated like this to receive ONLY $21?! As a apology/appreciate for a Customer choosing to spend THEIR hard earned money, I dont know how Whole Foods would ever remain in Business. 

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

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB representative,I am looking for your help in the following matter:On 01/04/2024 I came to the Whole Foods Market in ********** to return the food that I was not satisfied with. I provided corresponding receipts to the store manager.From receipt dated 12/15/2023 totaling in the amount of $91.29 I wanted to return BTTRNT SQSH for $8.98 and 1 pack of CAMPARI TOMATO for $4.99.From receipt dated 12/24/2023 totaling in the amount of $91.56 I wanted to return pack of GOLD KIWI in the amount of $5.99.I would like to mention that I buy food at this store regularly at least 5 times per month and spend every time around $100.00 or more.Store manager refused to refund me money even the food was purchased recently. He violated the store policy and his words and actions appeared to me as harassment.You con find the store policy for this matter below :Whole Foods Market Return Policy We guarantee our customers 100% product satisfaction, or their money will be refunded in accordance with the terms of this policy. Whole Foods Market accepts returns for products with a receipt within 90 days of purchase.Please help me to get my refund and stop the store manager from harassing me and from violating the store policy.With Great Respect,*********************

  Business response

  01/05/2024

  Hello, we have reached out to the store for more information and will reply to the customer directly once we have an update. Thanks

  Customer response

  01/07/2024

  Complaint: 21100921
  
  I am rejecting this response because: I would like to get the refund that I  entitled to getting according to whole foods own policy. In addition I would like to get an apology and be able to continue shopping in this store without being harassed. I tried to return butternut squash on January 4,2024 only 2 days after its expiration date. The store manager lied to me telling that they do not accept expired food according to the whole foods store policy. When I asked him to show their policy to me he reject my request and did not accept any food that I wanted to return.
  
  Regards,
  
  *********************

  Business response

  01/09/2024

  Hello, we reached out to the store leadership team and they let us know the squash the customer wanted to return was expired before the date of the sales receipt. Whole Foods Market has the right to limit or refuse a refund. This is left to the discretion of the store leadership team and we are aligned with their decision.

  Customer response

  01/09/2024

  Complaint: 21100921
  
  I am rejecting this response because: Whole foods policy allows return within 90 days with receipt.There is nothing in their policy that suggests that I can not return expired food. Also they discard all returning food.

  The policy indicates that I can return anything within 90 days with receipt. I tried to return BTTRN Squash on 01/04/2024 which expired on 01/02/2023. In addition they did not refund me money for other food that I tried to return that does not have expiration dates.The store manager in addition to harassment commit fraud by not refunding money that I entitle to getting.
  
  Regards,
  
  *********************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a $30 gift card from Whole Foods for our grandson on Dec. 10, 2023. Their website charged us $9.95 for "shipping" which was ridiculous for a little card but it's the only thing our grandson asked for so we paid it. As of ***** it hadn't arrived, so I called customer service and was told that it hadn't been processed yet - but we would get an email when it gets shipped. She said she had no idea when that would finally be and there was no supervisor that I could talk to. So then I emailed them and got the same answer - it hasn't even been processed yet. The order number is ********. We were hoping to get it by Christmas, but at this point we'd just like to get it. Period. It seems ridiculous that someone can't just drop it in the mail. It's just a little gift card. The company offers to put the recipient's name on it and if that is the holdup I emailed them to please leave his name and any other writing off. Just please send the card.

  Business response

  12/20/2023

  Our sincere apologies if there has been a delay in the expedited  shipment the customer paid for. We will create a case and have ******* reach out directly to the customer.

  Customer response

  12/21/2023

  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. Thanks so much to the BBB. The gift card arrived today, thanks to your help.
  
  Thank you again BBB,
  
  Sincerely, *******************************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/11/2023, we pre-paid for the purchase of two 1/4 sheet cakes for a retirement party. Cakes were scheduled to be ready on 12/16/2023 at 12pm local time (pacific). Arrived and the cakes were not ready, the reason provided was that they weren't sure why the cakes weren't made.They issued a refund and a $25 gift card, and no additional accommodations. We had to purchase different smaller cakes, ruining our celebration last minute. The original amount paid was $155.98. The new total for the smaller cakes was $142.96 minus the $25 gift card totalling $117.96. Fair compensation and what we would like is a full refund of the $117.96, which is much less than the embarrassment caused for our retirement party.We lost additional time and money driving specifically to this Whole Foods location for the 1/4 sheet cakes. If we wanted 8" round cakes to begin with, we would've gone to a much closer Whole Foods location.

  Business response

  12/19/2023

  The customer was issued a refund and given a $25 gift card for the inconvenience. We will be referring the case to the store to see if they will issue any additional compensation.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We made a purchase of gingerbread cake mix by wholefoods market on 12/09/2023 that states on the box that is non gmo verified project.after discovering some ingredients that does make the the product gmo I called whole food market to asked if any of the ingredients in the product derived from gmo crops they told me no but after I asked about corn maltodextrin they told me they are gonna get back to me .but no one never contacted **** follow up about the product ,******* has to me that they isn't any corn maltodextrin in the the cake mix .it's also has hazardous ingredients that is by the name of monocalcium phosphate, sodium acid pyrophosphate

  Business response

  12/18/2023

  We will create a case and issue a refund to the customer.

  Customer response

  12/18/2023

  Complaint: 21011839
  
  I am rejecting this response because:
  
  in response to your inquiry regarding the resolution of my complaint against Whole Foods Market concerning false advertisement of a product claiming to be non-GMO. I appreciate your involvement in facilitating a resolution to this matter. After careful consideration, I have decided to reject Whole Foods Market's refund offer for the following reasons:
  
  1. False Advertisement: Whole Foods Market advertised the product as non-GMO, while it contained crops derived from genetically modified organisms (GMOs). This misrepresentation not only undermines consumer trust but also raises concerns about the accuracy and integrity of Whole Foods Market's product claims.
  
  2. Violation of Consumer Protection Laws: Whole Foods Market's false advertisement potentially violates consumer protection laws, which aim to ensure that consumers receive accurate and truthful information about the products they purchase. By rejecting the refund offer, I hope to raise awareness of this issue and encourage Whole Foods Market to rectify its practices to comply with these laws.
  
  3. Expectation of a Settlement: By rejecting the refund offer, I am expressing my expectation for a fair settlement in light of the false advertisement. I believe Whole Foods Market should take responsibility for its misleading claims and provide appropriate compensation for the harm caused to consumers who relied on the advertised non-GMO representation.
  
  I kindly request that the Better Business Bureau continue to support me in pursuing a fair resolution in this matter. I look forward to your assistance in working towards a settlement that addresses the false advertisement concern and ensures that Whole Foods Market upholds the principles of transparency and accuracy in its product labeling.
  
  Thank you for your attention to this matter. Please feel free to contact me if you require any additional information or if there are further steps I should take to proceed with my complaint.
  
  Sincerely,
  
  
  Regards,
  
  *************************

  Business response

  12/19/2023

  the refund has already been issued to the customer's debit card. The concerns will be forwarded to our quality assurance team.

  Customer response

  12/19/2023

  Complaint: 21011839
  
  I am rejecting this response because:
  The offer is not acceptable .we have to come to a reasonable resolution. 
  Regards,
  
  *************************

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 21 Nov 23 I placed an order for holiday meal and paid for it. I did not screenshot the receipt because the Whole Foods site said they emailed it to me. I have ordered 2 years for thanksgiving and Christmas in the past with no issues. On the day of pickup, thanksgiving morning, Whole Foods stated they didnt have my order and would not honor my purchase. I paid $110 for the turkey breast family meal and did not receive a meal. On 12/14/23 I placed the same order for Christmas and paid. This time I screenshot my order confirmation but still no email. I called customer service to get the email confirmation and they were unable to send or provide details of recourse is my order is not honored again. I want a refund for my thanksgiving meal which I did not receive and direct contact for recourse should I not receive my Christmas meal, which I again have already paid for, should Whole Foods fail to honor my purchase again.

  Business response

  12/18/2023

  We will create a case for the customer and reach out to them directly.

  Customer response

  12/18/2023

  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

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased wild chanterelle mushrooms and okra from the Whole Foods location at ******************************************************. Tonight I went back to swap them out, and it turned into a whole ordeal. After printing more than 19 receipts, they managed to find the okra, but not the mushrooms. ****************, the manager, flat-out said no to swapping the $22 mushrooms. I stood at the customer service counter for well over an hour trying to resolve this issue.

  Business response

  12/05/2023

  Our apologies that you had issues returning your product. We will create a case and reach out to the store for more info on why the refund was denied. Our policy states that you must have a receipt to be able to receive a refund.

  Customer response

  12/05/2023

  Complaint: 20958116
  
  I am rejecting this response because: Whole Foods knows its product based on the scan. 
  
  Regards,
  
  ***************************

  Business response

  12/05/2023

  We reached out to the Store Leadership team and here is their response:

  Customer service Team Leader informed me that a customer is trying to return an item without a receipt. I informed the customer that we will be more than happy to process her return with the receipt.  She told us she doesnt have the receipt. The customer service Team Leader told her we can look up your transactions with your credit card you used.  We looked up transactions all the way back to early October with 2 cards and apple pay, none of the receipts have the item on it. 

  Here is our return policy as presented on our website:

  We guarantee our customers 100% product satisfaction, or their money will be refunded in accordance with the terms of this policy. Whole Foods Market accepts returns for products with a receipt within 90 days of purchase. With a few exceptions, we will reimburse you for your returned items in the same way you paid for them. In the event you used multiple forms of payment, your refund may be issued across all payment methods used. Items that are damaged, or do not have a receipt may be denied a refund or exchange.

  Customer response

  12/05/2023

  Complaint: 20958116
  
  I am rejecting this response because: I purchased the item here and need to exchange it
  
  Regards,
  
  ***************************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The 10-12-23 wholle foods market at ************************************************, the private company under name MUNICIPAL PARKING SERVICES issued a $130 ticket for a parking lot where they never gave me a ticket at the entrance to pay for it at the exit. This happened at Wholle Foods downtown *****, where for years parking was free for customers. This supermarket allows this private company to issue tickets not authorized by a government authority and not subject to civil or criminal penalties, and also sends me certified letters threatening to send it to a collection agency.There are no machines that indicate that parking must be paid or ticket dispensers at the entrance or exit of the parking lot, NOR WERE THERE SUFFICIENTLY VISIBLE SIGNS THAT INDICATED THE CHANGE TO CLIENTS MUST PAY FOR PARKING.This *********************** is banned in Brower County and continues to scam customers with the permission of WHOLE FOODS MARKET The private parking company is Premium Parking Mailing Address ******************************************************************************* phone ************** ******************************************** ask you to help me stop receiving threats from Premium Parking and force the supermarket to put up clear signs with payment instructions and invest in the necessary structure such as parking ticket vending machines.

  Business response

  11/30/2023

  Thanks for reaching out regarding the parking issues you encountered. We will create a case for you and share your feedback with the store so that they can investigate.

  Customer response

  12/02/2023

  Complaint: 20933592
  
  I am rejecting this response because:

  Thank you very much for your kind response, reviewing my communication I see that the $130 ticket that I received for parking at Wholle Food Market was not attached, I want you to help me so that Whole Foods Market takes care of paying it or canceling it please. Sorry if it causes you any inconvenience for not checking that the ticket and the request to cancel it have been sent.
  
  Regards,
  
  *******************************

  Business response

  12/04/2023

  A case has been created and sent to the store for resolution. Unfortunately, we cannot assist with parking garage issues from our office.

*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. ↩