Roundy's Supermarkets, Inc.

Review: Yesterday April 20, 2015, I was in your store to shop. I stopped at the service counter to get a coupon book. I asked the [redacted] clerk for s coupon book. Without a seconds’ hesitation, she said” We don’t have any”. I asked her if she could look for one for me, and she refused. She said” This is my first damn day on the job, and I’m not going to look” The counter was not busy, only my granddaughter and I were there. The clerk told me to ask the cashier for the sale price on the sale items I purchased, but of course without the booklet, I could not know what was on sale.

I could see I wasn’t going to get any service, so I started to leave. When my back was turned the clerk said ”Get your tragedy [redacted] out of here” My ** year old granddaughter heard this as well as myself. My granddaughter goes to a [redacted], and was appalled at the language and the attitude, as was I.

Normally I would have taken issue there and then, but I had my granddaughter with me.

If these actions are acceptable for your employees, please let me know, so I can follow up with your corporate office as to customer service, employee attitudes and courtesy. Good help cannot be that hard to find.

Obviously your customer service counter is misnamed. I was not only treated horribly, there was false advertisement since I was denied the coupons that should be available to all customers.Desired Settlement: I am open to discuss how this can be resolved.

Business

Response:

Hello,

Please see the response below from the [redacted] at our Pick 'n Save store located at [redacted].

Thank you.

I spoke with Mr. [redacted]. I apologized for the experience he had in our store. I explained that we were continuing our investigation of the incident and that we were taking appropriate action. I invited him to contact me personally if I could be of further assistance. He was satisfied with our response. Thanks.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Over a week ago I was contacted by [redacted] of the Pick and Save on [redacted]. I was informed that the store was looking into the problem, and was taking it seriously. However, its now been 3 weeks.since the incident happened, I haven't heard of any action taken by the store to curtail the type of behavior that took place. Nor have I been informed of even a reprimand for the offending employee. Customers should not have to put up with obscenities, unwillingness and lack of effort towards providing service, and outright disrespect, It seems like Pick and save, and by extension their parent company, Roundys, think this will just fall by the wayside.

Your advertiser (Milwaukee Journal) delivers to me advertising specifically marked as only good at Brookfield, Grafton, Kenosha, Oak Creek, South Milw and Wauwatosa locations. I am not travelling 10+ miles to these locations when PNS stores are available within a stones throw distance. Your ads say specials are only good with coupons from advertising flyers not from store or on-line coupons. You really need to speak with your advertiser so proper ads are delivered to correct locations -- get the demographics correct.
In the meantime if I can not get access to proper advertising I may be forced to shop at Target or Walmart.
It will be up to you to determine how to solve this issue.

Review: I believe this to be a health issure. I purchased (2) bags off Roundy's Select by [redacted] (16 oz.) on 3/16/2015. I purcashed the Mediaum for myself and the wide noodles for a friend whom had never tried this type of egg noodles before. I cooked the medium noodles on 3/17/2015 and when we ate them not only myself but my husband as well felt they tasted ranset. I have not heard from the person whom I purchased the wide noodle for but my guess is tthis bag is the same way. I've have purchased other brands of these noodles from Pick and Save for may years and not had an issue before. After reviewing this purchase there was no cooking time showing and also no exporation or packaging date shown.

I've always been a skeptic person on packaging and do believe the bag these items were packaged in may be the issue. Did this item come from China? I plan to go to another grocery store in the future for a better product.

I use to work for a manufacturing company and understand quality. This was not quality.Desired Settlement: Before you sell a product, be sure your vendors use quality packaging. If you wish for me to send this product to you at Roundy's expense I will paper clip the bag and send it to you for you review. You will need to send me the tap and box to mail it to you. My e-mail address is [redacted]. if you choose to contact me.

Business

Response:

Hello,

Our case number regarding this matter is #[redacted] and we have replied directly to [redacted], please see our response below. Product information has also been forwarded to our supplier and we've asked the supplier to retrieve the product from Ms. [redacted] for testing. All follow up and results regarding product testing will be noted in the case and provided to this customer.

Thank you

Roundy's Supermarkets Inc.

Direct ###-###-####

Hello [redacted],

Hi my name is [redacted].I have a complaint against pick n Save on 12th in capital in Brookfield. I was there on July 30th in one of the employees a bagger stole $160 our of my wallet. I left it on the counter. I wasn't even gone long.when she returned it.a $160.was gone. I reported to the manager he didn't believe anything I said.he didn't believe I was at the register I said I was at. I had to prove that .when I did. He said he didn't see his employee stole the money out of my wallet. I had to call the police to report it cause he didn't. When the police came they found the money on her.they fired the lady.I didn't get apology or anything I had to wait outside while they look until the theft for over a hour in a half.I wasn't treated right by the manager. I'm a regular customer there. I don't even fill comfortable going in that pick n save.im going to report this to everyone I know.so they won't go into that pick n save again. I'm African American lady I wasn't treated right.

Review: To many time have I gone to pick n save and not received the sale price with or with out a coupon. Sometimes the price on the shelves are also wrong or misleading. Even if you read the coupon over you buy a product the should be covered but you do not get the sale price. They will give you a refund if you go back but this is really getting old. And if there is several errors on one sales slip they will try and short you your savings or refund.Desired Settlement: I don't know.I guess it like to shop without having to worry about have to come back and get a refund for sale items.

Business

Response:

The response to this complaint is from the [redacted] at the [redacted] Pick 'n Save Location.

Without having more information I would have to say that our ad clearly states several disclaimers such as: we reserve the right to limit quantities and correct all printed errors. Not all items and prices available at all locations. Prices are subject to state and local taxes, if applicable. No sales to dealers. Purchase requirements exclude discounts, coupons, gift card, lotto tickets, bus passes and use of Fresh Perks Card. Additional information is found also in the coupon books limiting some purchases to selected varieties. With the limited information I have to work with it would appear that this transaction in question had several coupon book items some of the Kellogg's cereal that were purchased were not included in the coupon book. The customer may have used the coupon but would not have received the appropriate discount if the items purchased were not a part of the coupon books select varieties that are advertised with a bib tag that pictures the coupon book and states "see our coupon book for more great savings". The Kellogg's purchased by the customer did not have this tag. This particular coupon states Kellogg's Cereal Selected 8.7 -13.7 Oz Varieties when you buy 3 limit 1 offer the Kellogg's cereal does fall between the size but is not included in the select varieties. The Progresso soup purchased would be a similar situation with the selected varieties. Several varieties of the soup are on sale but not all are included in the coupon book offer the correct tags are hung by each item but not all items are included in the coupon book sale.

Review: Copps' Fresh Perks Giveaway promotional instruction sheet is false and misleading. They had a three step timeline of "Earn Tickets from Aug. 8-Oct. 9, 2013" then "Accumulate Fresh Perks from Aug. 8-Oct. 16, 2013" and finally "Redeem Fresh Perks Rewards from Oct. 17-Oct. 30, 2013." This is misleading as the middle category says "accumulate" and says nothing about going to the store to redeem your points before some secret Oct. 16 deadline. So all summer I spent hundreds of dollars at Copps, followed the timelines according to their instructions sheet, and went in last week to "redeem" my points for $20.00 in free groceries and the desk attendant told me I missed the deadline for putting the perks onto my card. I asked him where it said by Oct. 16 and he pointed to a tiny small light gray print on a ticket that says ticket expires Oct. 16. This is false advertising according to the full 8x11 instruction sheet they gave customers that say NOTHING about an Oct. 16 to redeem points. It says Redeem points between Oct. 17-30. MANY customers were mislead and the desk clerk admitted that. This is Roundy's at their worst. I am offended at their misleading instruction sheet and I am not the only one who feels disgusted by their trick.Desired Settlement: I would like my $20.00 in free groceries that I earned by spending hundreds of dollars to receive Fresh Perks Points.

Business

Response:

Dear Revdex.com,

All of our advertising, including in-store signage, weekly sales ads, web, radio and television spots (as well as the game tickets themselves) stated that customers should do the following:

"Present ticket and your Fresh Perks card at checkout. Accumulate on your new Fresh Perks card by October 16, 2013 and redeem for cash rewards on groceries from October 17-30, 2013. Ticket expires October 16, 2013. "

All of the official rules were located at www.freshperksgiveaway.com.

As a customer curtosey, we did extend the accumulation date through October 23, 2013 and had posted signs up in-store. However, that time-period has now ended.

Thank you,

Roundy's Supermarkets, Inc.

Today 6/25/2015 at 7am my other half went to the Pick and Save at 36903 E Wisconsin Ave, Oconomowoc, WI 53066.This is the first day of the AD. In the ad Walleye is priced at $9.99 per lb but when [redacted] asked where it was in the seafood dept she was told by the first employee I have no idea I just got back from vacation I guess were out. [redacted] then found a manager the managers response was I looked this morning and were out I guess I'll have to order it. Unbelievable run a ad never looking what's in stock. It's very apparent to me that the manager is non caring so that is conveyed to the rest of the employees. I also looked at Roundy's web site for a complaint email but none to be found.

I was wounded and lost limbs while fighting for my country. I spend close to $800 monthly at pick n save and I would like to say that I will never go to pick n save again after the rudeness I have experienced with this store. My wife has two carts worth of groceries with children and they could not even help us to the car when asked. I served and lost a lot and these people will not serve me when I spend so much. I am sure other grocery stores in my area would much rather have my business. I will make sure everybody I ever talk to knows about this.

Review: This may well be an FDA issue, I don't know. I was recently shopping at Rainbow Foods and comparing Roundy's brand Apple Juice to Roundy's brand Apple Cider and found no noticeable difference between the two from anything on the label. Typically Apple Cider is processed quite differently (pasteurized or appropriately heat-treated for safety. and is not "clarified apple juice") But there was no difference that I could see or find on the label stating any ingredient difference or preparational difference. The only difference I was able to find, and it was fairly significant was in the price. The Cider was more than $2 more expensive and had a more "Natural looking" label, using browns on their packaging to give the customer a feeling that it was a darker "non-clarified" juice made from Raw Apples. But this is obviously not an accurate representation of the product. I asked an employee about this and he stated that "Yeah, they do stuff like that with all types of products, it's amazing"Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to receive some explanation and if indeed I am correct, the price of the Apple Cider to reflect that of the Apple Juice. As well as an apology to their clients "The public"

Business

Response:

Dear Revdex.com,

Per my conversation with the [redacted], she has contacted the supplier and here is the response below that I would like shared with the customer in regards to her inquiry:

I have been answering the question on the difference between Cider and Apple Juice for the last 20 years. It is not new and is not an FDA issue.

Review: Today I visited Pick n Save on [redacted] which I normally do not shop at because of the distance away from my home. But since I had been in the area I decided to stop in and get a few items for my dinner tonight. While in the poultry area I noticed a display rack with multiple cases of ..... As I walked past I noticed there was a sales sticker for a price of 2.89 so I grabbed a case even though it's wasn't something I normally drink... Why not try something like this at such a good price? So, I finish my shopping get to the register and notice on the screen the price was 13.29 .. so... I asked the cashier why the price was different from the sales sticker. She prompted me to enter my phone number for my rewards account so I did but the price only dropped .80... So this made her take a closer look at the sticker in which she said the sticker didn't belong and the price was wrong (not sure how this was my fault) I asked for a manager and so she got on the phone to call someone in the back named Anthony who gave her a demanding NO on the phone before she could even finish explaining why I wanted the price change and they ended the call . How unprofessional? I request a manager and he does not even have the decency to come out and speak to me? So I requested her to call so he could come out and see for his self. When she got on the phone again and informed him I requested his presence he must of made a smart comment because she laughed before hanging up as if this was funny why I didn't find it funny at all. Anyways.. he came...with the look on his face as if I was inconveniencing him and before I could explain told me there is nothing that could be done and then he began to peel the sticker off... This is something that should have been done far before I found this item on the shelf... The sticker is HUGE and red and white .. how did a store with as many employees on the floor mistakenly label this package and not see the mistake in plain view? I was so embarrassed for the fact the manager and cashier made me feel like I was being cheap when all I wanted was what the price on the packaging said. I actually stopped the manager from taking the sticker and requested he leave it so I can show PROOF of this mistake on the stores behalf. I'm not looking to make any money here I'm just looking for the same awesome customer service I receive at my local pick n Save in [redacted] .I have never had an issue with price labels being wrong and everyone in that store speaks and is very welcoming and professional. Your manager treated me very poorly today.. he embarrassed me and he made me feel like I was waiting his time.. I would like a phone call and an apology and refund for the difference in price.. and if I have to drive back to the store which I live far away from I would like to be compensated for wasting my time for something that should have been handled immediately by management . I sure do hope he makes a decision to straighten his attitude if he plans to work with customers because it is definitely a bad look for the storeDesired Settlement: the compensation that I am looking for is just the refund in the difference in price of what the sales price showed compared to what I actually paid.

Business

Response:

Hello,

This

complaint was forwarded today to the [redacted] Michael C[redacted] at that

location. Michael quickly contacted this customer and was able to resolve

the matter. Ms. [redacted] will stop in to the store tonight to pick up a gift card

and the matter is now closed.

Thank you.Fran A[redacted]Roundy's Supermarkets Inc.direct ###-###-####toll free ###-###-####

watch your receipts
I find errors on 30-50% of mine
carry the ads with you or note the price next to the items on your list
errors might be nickle/dime, but
X trips= ?. you figure it out
I just "lost" $4.12 on 3 potatoes

Review: I was given a $500 gift card end of December 2013 (receipt available); 5/24/14 I attempted to use the card (just taken out of card) and discovered that someone fraudulently used all but $115.19 (have evidence from the manage your gift card site). 5/25/14 I spoke with [redacted] at customer service she told me to fax the receipt, copy of back/front of card to Lost/Stolen Replacement. 5/27/14 faxed requested information to fax number given. 6/12; 6/18 couldn't get through to Disputes Resolution Program. 6/20 at 4:25 Pm [redacted] told writer that writer didn't send the affidavit. Writer was never sent an affidavit or told one was needed. They had contact information for writer. [redacted] said one would be faxed to requested fax. 6/25 at 7:59 AM writer received affidavit and instructions stated "we require that this document be received in our office by 6/24/14". If it wasn't received within the timeframe they will complete the investigation based on available information. The fax cover sheet and date stamp on the fax read "6/25/14 Wed 7:59" 6/26 received voice message writer would receive replacement card for $115.19. 7/1 received replacement card for $109.24 after $5.95 charged for activation fee. It is clear that I didn't use the card as the charges were made in Los Angles to fraudulent business when I am in Wisconsin and not used under my name.

Product_Or_Service: Mastercard gift cardDesired Settlement: I want a replacement card in the amount of $500.00 without another activation fee. The activation fee was originally paid when the card was purchased. I have any documentation that you may need to prove this case.

Thank you for your attention to this matter.

Business

Response:

Dear Sir or Madam,

All claims and research regarding a Master Card gift card should be addressed directly with Master Card. Our company does not have access to card history or usage for other companies.

We can only assist Master Card in researching transactions within our stores and must defer the customer to them for resolution

Thank you

Roundy's Supermarkets Inc.

Almost every shopping trip to ANY Copps or Pick & Save we have to go back to collect a refund because sale prices are not reflected on the receipt. They are cordial when we call to report the ERROR (if it is an error) But we still need to go to the store to get the refund. We have now resorted to stopping after the check out to insure that we were charged correctly. If I did not think it would be a nuisance to the people behind me I would make the cashier cover the items in line.. This practice seems to be intentional. We NEVER had this problem when Copps was based out of Stevens Point.

Review: I shop at this location weekly. Every time I am in the store, there is mold on food and outdated products. After numerous times finding mold on items purchased from this Pick N Save, I called to speak to a [redacted]. I was told his name was [redacted]. He was never available so I left messages for him to return my call regarding these issue. "[redacted]" never called me. I did speak with [redacted]'s assistant at this Pick N Save over the phone a week ago, he asked me "did I have pictures of the mold on the food", I said no because I had to threw it away. But guess what, I went there tonight to shop and went over to get some black berries and there was mold over almost all of them. I took the black berries to "[redacted]" who said he was the produce manager, I took a picture of the mold right in front of him. He had nothing to say. This proves that not only does this location lack good products, it also shows how it steals money from its customes by selling rotten food and charging them for it. I am very upset about this. As I feel that they have stolen money from me. If they want to sell food with mold on it or items that are expired (such as their yogurt, which is always expired) then they should say "this has mold on it, but we will still charge you full price". I have taken numerous pictures now, and I will be sending this complaint to fox 6 news investigators as this should be a crime. I hope you take this complaint seriously, becuase this can be a huge health risks for all. Also if one item has mold on it, it can spread to other items in the area. I am disappointed that no one has contacted me and I have paid money for moldy, expired, horrible food. Not only am I out the money, I am also out the time, and could have possible health effects along with my daughter due to the lack of business ethics this company has. I look forward to sending everyone the pictures of mold infested food from Pick N Save on [redacted]Desired Settlement: My desired settlement would include more than one of the options listed for that question. I would appreciate an apology. The store [redacted] has still not returned my call. I want to be able to shop and not worry about getting home and opening the food to see mold. I have almost every receipt from Pick N Save in Greenfield for over the last 6 months, I am open to hearing an offer of how this can be resolved. I do not expect anything however, since I have complained in person to the company numerous times also and they do not seem to care. So I am sure with the pictures I have, the news station will care and hopefully take action. Something needs to be done about this location!

Business

Response:

Dear Revdex.com,

I have followed up today with our [redacted], for the store in question with the moldy produce (primarily blackberries). He contacted [redacted], who has also contacted the customer already to resolve the issue. [redacted] has offered his apologies to the customer and offered the customer a $100 gift card, in an effort to give our store another try (and the customer accepted). [redacted] also spoke with his [redacted] about the quality and freshness levels needed on the store floor and retrained all staff about proper procedures.

Thank you,

Roundy's Supermarkets, Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I really like our Grafton Pick 'N Save. The service and cashiers are friendly and helpful. New to the area, the store has a small town feel yet great variety and reasonable prices.

Review: ! I am from Michigan but travel to the Milwaukee area to visit family and my daughters play softball there. This past Sunday morning I went and did some shopping there went through the check out I used my debit card put my pin in and checked out. This morning as I am looking over my transactions from the weekend I see that pick n save charged my card over 100 more than I spent. When I called the store this morning the girl said there were notes that they knew there had been a mistake and were waiting for me to call. No attempt to fix the problem or contact me yesterday. They had a perks card information attached to the transaction so there was contact information or they should have voided it they charged my card for items I did not receive and waited for me to contact them to fix the problem. How many people has this happen to?? How many people did not notice this happen and were scammed? This happen at the greenfield location but I am sure has happen at other stores. I have been waiting to hear back from the store manager and have yet to hear back. My card still has this charge on it. I tried contacting cooperate as well and keep getting a voicemail. I felt my situation was urgent and should have included a quick response and so far it has not.Desired Settlement: I want it refunded to my card and to be compensated for this violation.

Business

Response:

Hello,Please see the detailed resolution for this complaint from the Service Operations Manager at our Pick 'n Save Store located in Greenfield WI. We trust this matter has been resolved.Thank you[redacted]Manager, Roundy's Customer Experience CenterSEE THE FOLLOWING RESOLUTION:[redacted] visited our store on Sunday, 4/21/16 and was charged not only for her order but also for the customer behind her in line. (Original receipt is attached with [redacted]'s true total highlighted)It was a total over charge of $103.71Front End Lead was informed of the incident and followed thru with an email to LP (Loss Prevention) requesting the customers information from their Fresh Perks Card. She did not hear back from LP. Early Monday morning (4/18/16), [redacted] called and spoke with our bookkeeper prior to management arriving at the store. [redacted] expressed she was upset and wanted a manager to call her back. I was informed of the situation when I arrived to work and immediately called accounting to inquire about a speedy refund. I did not hear back from accounting. At approximately 10am on Monday 4/18/16, [redacted] called the store again and was extremely upset stating that she had contacted the Revdex.com because we overcharged her and we had done nothing to contact her and make the situation right. And on top of that, she had been charged $25 for an overdraft on her bank account. I explained to [redacted] what steps had been taken immediately on Sunday night to obtain her contact information and that I was currently waiting for our accounting department to contact me. I asked her to hold while I tried to call accounting again and this time I did get through. If accounting did a refund, it would take about 10 days to hit her account. I told [redacted] that if she trusted me, I would be more then happy to refund her debit card over the phone for $130. ($103.71 overcharge and compensating for any overdraft charges to her account)This made [redacted] happy, I continued to apologize and I expressed that we would see her on Sunday when she comes shopping again. [redacted] - Service Operations Manager - Pick 'n Save #6887 Greenfield/Coldspring, WI, 53220 - P: [redacted]

Review: on 9/15/13 I arrived at the store to do some shopping at 6am...I went to the bakery to buy some doughnuts etc...there were NONE out. I inquired where they were and was told they were cooling down. I asked why were they not ready when the store opened? I was told she had gotten there late. NOT my problem! I went to continue shopping and 15 mins later there were STILL NO doughnuts...I again asked and she said she was trying to get the other stuff ready. I said the hell with that, and walked away. I then went to the meat dept and there were was no variety and the butcher had NOT placed any new items out! I went ahead to check out and there was no one to check me out and had to use the self service island and I had 32 items that I had to check out myself and on 5 occasion I got the infamous 'please wait for assistance. I finally asked the manager at the counter about the bakery, meat dept and why I had to use this self service island and no one at the regular check out. I was told that they just opened and that people were still coming in... WHAT??? do your employees not show up till it opens??? what about the bakery? when do they come in and the meat dept!!! I would think that a store like this would have people coming in early so when customers come in EVERYTHING is ready!!! I shop in beaver dam at Reschecks...they open at 7 am and THEY are all prepared for their customers! EVEN the BAKERY and their DELI opens when the store opens! I do NOT think I will shop at Pick n Save again! I will also address this matter at the Revdex.com website too!Desired Settlement: I really do not want anything but this has happened on a couple of occasions where NO product was available...or check out personnel. However I do want an apology from someone about how I was treated!

Business

Response:

Dear Revdex.com,

Here is the response I received from the Assistant Store Director at Pick 'n Save in [redacted]:

[redacted],

The self-checkout machines available at supermarkets I have visited have a completely unacceptable software issue which has not been resolved for years. If you activate a savings card early in the process of scanning items, then the software will repeatedly waste time recalculating savings on all previously scanned items after every [redacted] item is scanned until you are finished. While this time-wasting activity is happening, you are not allowed to scan any more items in, so you are forced to wait for the machine to be ready. What makes it worse is that the customer is given a prompt to activate their savings card/enter their phone number after scanning the first item, thus encouraging customers into this awful experience. In fact, the employees of the store have been forced to place stickers near the machine telling customers not to scan their savings card/enter their phone number until the end of the process as a sy workaround to the problem. There are several simple solutions to resolving this problem, yet nobody at this company thinks it's worth fixing. This problem aside, the software in general is slow and unresponsive throughout most of the process, making for an overall poor customer experience every time.

Review: I learned recently that some Rainbow stores in our area would be closing in mid July to become Cub Foods. The TV story said to make sure to redeem any gift cards by their closing date. I called after that TV story to make sure I knew which date. I said how long do we have to redeem our gift cards and pharmacy script savers. I was given a date of July 13th. I knew I had many script savers sitting around in envelopes and misc drawers. I found 38--which is worth approximately $80 in gift cards. ((every 5 = $10 gift card) I took them in last week to redeem them.

I have no complaints against staff service. I was told courteously that the program time to redeem them had just ended. I had not been in a store for awhile and feel this is not fair-as I was misinformed. I was told something else on the phone. I looked carefully over all the scripts and there is no expiration date. We frequented the store pharmacy during a time of critical illness. That is no longer an issue.

Even though the Rainbows near me are closing, there are others in the metro where I could use the gift cards to redeem for groceries.Desired Settlement: I have no angry response--just a polite request to get what the fair value for what I had saved. I would gladly mail the script savers to headquarters if that is what is required. Thank you very much.

Business

Response:

Our Script Save program changed in April 2014 and was replaced with a new program. Store signs were posted with that

Copps/Pick and Save on McKee has been over charging sale items. The last ten times I've been to that store they have over charged for at least one item seven times. The latest time was 12/10/2013 where they charged 5.99 for an item marked as 4.77.