Complaints for ShopRite of Front & Olney in Philadelphia, PA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

6/1/2023

I went for a quick grocery store run after work that turned sour. For some reason, I was followed around the store and then accused of stealing. When they checked my bag, which I allowed them to do since I did nothing wrong, they realized they ran into an error because everything was correct with my bag, no extra items all that was scanned. I asked the security guy why did that happen, and they said it was a technical issue with the self-service register. I informed him that was disturbing for me to be targeted for their technical issues; he laughed it all and said it happens. I did not find it funny. It was dreadfully embarrassing. Still no apology, no nothing. Afterward, I kindly asked for the headquarters information, and he said, "are you serious," I said yes, and he said, "You can look it up." The security was in the wrong, and I was treated unfairly. He was upset because he was in the wrong. No one wants to be harassed, especially, when they didn't do anything. And all I did was look for quick meals for my family and pay for each and every item as I have always done for the last 17 years I have been shopping at this supermarket. This is not the way you treat a valued customer. This was the first time I have been treated this way; and for absolutely, nothing! I see why people stop shopping at certain stores. Resolution Sought Make this right. Contact me to discuss this matter and get on security for wrongfully following and accusing me of stealing. Their video footage will show my every move and prove they were in the wrong. If they were treated like that, how would they feel and what would they do?

Company Response

6/15/2023

Company states: we received a complaint on March 16th 2023 via the Customer Care Center. I called the telephone number listed on the complaint with the hopes of speaking with Miss Willis. However, the female who answered the phone told me I have the wrong number. I called again in case I made a mistake dialing. I got the same response. Miss Wilson's complaint indicated that she has been shopping with us for 17 years, so I thought I could find another phone number by searching her Price Plus Card application. I needed day/date/ time info so I could review video. There wasn't any Price Plus Card information on file. Also, there wasn't any shopping history at this store. This is odd. I then emailed her at the e-mail address she supplied on the original complaint the next day, march 17 2023. I told miss Willis I was the director of loss prevention at ShopRite. I mentioned that I call the phone number supply but a female answer and told me I had the wrong number. I asked for a phone number to contact her so we could discuss her experience. I did get a reply e-mail from miss Willis later that day. The e-mail contents are as follows: Good afternoon, I hope all is well. I was perplexed when I received your e-mail. It started off with no greeting or introduction. It went straight into" I called the #..." it wasn't proper or pleasant. Thanks for contacting me, however, I am not sure if you are willing to hear what took place; your message is a little aggressive. However, the ShopRite team contacted me politely and appropriately. I have attached their message. Best, Miss Willis At this point it sounded as if she was not happy with me trying to contact her. I was glad to hear that she was happy with the ShopRite team contacting her. When I was made aware of the complaint letter sent to the business consumer alliance, I called miss Willis at the same number I attempted to back on March 16th 2023. She answered. I told her my name and the reason for my call. She told me she was at an appointment. I did not want to inconvenience her, so I gave her the store phone number and asked that she called me or the store manager, Tony, to discuss her experience. As of today, June 15 2023, we have not been contacted.

Customer Rebuttal

6/20/2023

Wow, I am stunned at Drew's, the loss prevention director, response because he's not speaking all truth. Drew, mentions he called me and was informed it was the wrong #, did he call me or Miss Wilson? I think he confused me with the wrong customer. Then he searched for my info, supposedly, for my price plus card info and shopping history, (that's very suspicious behavior) and supposedly, there was no price + info or no shopping history at that store, lies! Big lies! And during his search, Drew was able to pull up my info for him to locate what other ShopRite stores I shop at. Something is not right with Drew's side of the story. Also, when I called the store on 6/2023, I was transferred to Drew's line and no one answered, it continued to ring. Drew notified me to ask for him OR the store manager, I did exactly what he asked of me. I am not sure why Drew is lying & what that's all about, but it seems it's another employer not wanting to apologize for their employee's negative, unlawful, and inappropriate behavior. I repeat I was a loyal customer at that ShopRite before that incident, my shopping history at that store is extensive, & I have a Price + card that was reissued in 2020.

Company Final Response

Complaints and Resolutions

ShopRite of Front & Olney complaints