Raley's Supermarkets

I received some coupons from Raley's in the mail, and went to the store and bought several items with the coupons. When I got home, I realize NONE of the items had been discounted. I called Raley's and the person said I was owed $11 and would receive it on my next visit. On my next visit I bought two cartons of non-alcoholic beer and some other food item. NO DISCOUNTS on my receipt. I called Raley's again and they said rewards were not applicable to alcohol. I said "You already owe me $11 on valid items I have already purchased. You owe me $11, period, regardless of what I buy in the future." They stuck by their line about only applicable to food items. They said when I returned to the store and bought applicable items, I would get the refund. So, this means I have to buy items twice to get what is owed to me the first time. Trader Joe's is cheaper than Raley's and will get much more of my business in the future.

We do apologize for the situation mentioned in the above complaint. The customer did contact our service center on the evening of 10/14/2014. When he asked to speak directly with the District Manager, we informed him that we would have the District Manager call him the next day. Though he was not...

happy with this response, he asked that we contact him after 4pm. Our District Manager has made contact with this customer; we apologized and also promised to address this situation with our clerk so it does not reoccur. Again, we do apologize for this situation and any embarrassment that may have been caused. We are using this as an opportunity to educate our team members going forward.

I am rejecting this response because: I was not given a reason for clerk [redacted]'s questions which are against my [redacted] rights.  I also wish for an apology from clerk [redacted] so I am assured she knows she was wrong.

Review: I enrolled in the Raleys Something Extra program where I am required to login to my account to accept the offers. The problem arises when I scan my Something Extra card at the check out and the offers (credits) are not reflected. I cannot resolve the issue easily at the check out. I must go home, receipt in hand, login to my Raleys account, confirm I have accepted the offer, then call them with my receipt and computer open to Raleys and go down the list to explain which credits I did not receive. I believe the follow up process required of me is not consistent with the Something Extra program advertised since it is entirely electronic.Desired Settlement: I would like Raleys to more carefully monitor it's Something Extra program so customers are not overcharged.

Business

Response:

[redacted],I apologize for your recent experience with our Something

Extra offers. We strive to bring

customized offers to our customers that are easy to take advantage of. Any time there is an issue we want to know

about it so the problem can be identified and corrected. Please give us a call at [redacted] with

any offer issues. In addition, I would

encourage you to have the store contact us directly any time you have an offer

issue so we can correct it right then. [redacted], Raley's Service Center

Review: Went into Food Source today in order to purchase several money orders as I would usually do when bills are do. So I went straight over to the customer service counter and there was a sign posted that the Rep. was on a break. I went over to one of the cashiers and I asked her politely when the Rep would return form her break she said " In about ten minutes she just went on." And I'm thinking okay no big deal I need to grab a bite for lunch ( because I'm down the street from work and I only have a 1hr. lunch) so I'll pick up a few things and by that time her break should be over. So long behold I go to check out and I'm ask another cashier badge #[redacted] does she know when the Rep for customer service desk will return she says " Oh that's me and once I'm done ringing up these few customers behind you I'll help you" I'm thinking okay that's fair I'll wait about another 5 or 10 minutes. But that not what happened she keep her light on a rang up SEVERAL other customers so when she looked back at me I politely asked her" Does she think she would be able to help me out soon" The young lady shrugged her shoulders and said " I don't know maybe". Then I advised her that I'm on my lunch hour and I've been waiting patiently in order for her to help me ( because according to one of the other cashiers she's the ONLY one that can purchase money orders). I left the store with NO money orders to pay my bills with ( Now I have to make a trip to [redacted]). And I advised them that I would be filling a report.Desired Settlement: I would like in the near future if they could service ALL paying customers with speed and great customer service skills. Keep in mind most of their customers work in the area and I believe our time is valuable.

Business

Response:

We apologize for your recent experience at our Food Source location. The level of service you described is not what we expect for our customers. Thank you for bringing it to our attention to address. If you have any further questions please give us a call at [redacted]. Thank you.

Review: On 10/14/14 at 4:00 PM, I was at Raleys to use my [redacted] vouchers. I have been using [redacted] at this Raleys for several years with no problem. On this date, I went to aisle 8 and had a terrible encounter with the cashier of the name [redacted]. On my [redacted] folder, I am the only authorized user listed and have my name printed as well as my signature on it. [redacted] looked at it and asked me, "Where is the mother's name? Why isn't the mother listed? Who is the mother?" I stated there was no mother, and her response was "That's odd". [redacted] violated my rights under [redacted] by asking these personal questions that had nothing to do with the vouchers since I am the only person authorized to use them. She asked VERY loudly and rudely causing me much embarrassment in the store. She then didn't give me the receipts. I asked for them and she said, "with [redacted] it is all free anyway." I then asked again, "so can I have the receipts or not?" And her response was a very nasty, "You'll have to wait." Her register then froze. Another checker, [redacted], then assisted me. I asked in front of [redacted], why she was questioning me and [redacted] said she didn't know, and [redacted] just ignored me. I spoke with manager [redacted] who didn't seem very concerned. I called Raleys customer service center and spoke with 3 people (the second, [redacted], said I was lying about it all) and [redacted] promised the district manager would call me today at 4:00. I never got the call, so called again and they had given the message to the wrong person. Store manager called and apologized and said it was an opportunity to educate, but never spoke with [redacted] about it. I the. Called [redacted] and filed a complaint with them, who told me my [redacted] rights were violated by [redacted] representative is [redacted] with the Program and Business Integrity program. They are going to follow up. Still waiting to hear from Raleys district manager, [redacted].Desired Settlement: I'd like a letter of apology from [redacted] and an explanation. From her as to WHY she felt it her business to ask me. I find it discriminatory as she doesn't ask single women who the father of their children are. I'd also like to be assured [redacted] is mandated further training in customer derive techniques as well as the WIC guidelines given to her to learn so she doesn't harass and embarrass anyone further in the future. Very unprofessional and her opinion shouldn't be brought in the store

Business

Response:

We do apologize for the situation mentioned in the above complaint. The customer did contact our service center on the evening of 10/14/2014. When he asked to speak directly with the District Manager, we informed him that we would have the District Manager call him the next day. Though he was not happy with this response, he asked that we contact him after 4pm. Our District Manager has made contact with this customer; we apologized and also promised to address this situation with our clerk so it does not reoccur. Again, we do apologize for this situation and any embarrassment that may have been caused. We are using this as an opportunity to educate our team members going forward.

Consumer

Response:

I am rejecting this response because: I was not given a reason for clerk [redacted]'s questions which are against my [redacted] rights. I also wish for an apology from clerk [redacted] so I am assured she knows she was wrong.