Roundys Inc Corporate Headquarters
875 E Wisconsin Ave, Milwaukee, WI 53202
Roundy's Supermarkets, Inc.
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I shop at the Shorewood Metro Market. Tonight I went in to redeem a free gelato that I had earned having bought 10, actually 11 containers of the ice cream previously. Last time I was in the store the young man asked if I would like to receive my free ice-cream as I had qualified for one. I said, " no, next time." Tonight I came in and a girl was checking me out, she pulled up my account and asked if I would like to use this purchase as my free ice cream. I said I would. The young lady had to ask for help to properly put thorough the sale. She asked another girl who said, I think you only have 8. I told her this was not correct and I had in fact bought 11 and still did not redeem my free purchase. They then asked the manager, his name is Matt. Matt did not bother to get up or come to the register, but instead looked over and spoke loudly in front of other customers that the problem was I had taken a large but I was supposed to get a medium. I asked if he would like me to pay the difference. He said, " No, I'm not going to argue/deal with this now. Just put it through." I purchase almost all of my family's food at your store--my food bill is $1,000 a month. If your manger thinks his behavior was professional or appropriate, and that he can humiliate me or treat me dismissively, I would be happy to take my business elsewhere-there are a number of food stores in this area.
Generally I don't go out of my way to write to a grocer regarding a bad product experience, however this years Thanksgiving will be one of the last Holiday's for my mother who has been living in my home under Hospice care for the past few months and I wanted to make it a memorable event for all. Well memorable it was as I explained to Roundy's customer service. My initial email was as follows and the response I received follows that;
I want to share how our Thanksgiving dinner went this year. After preparing the turkey and all the fixings to go with it all morning long it was finally time to sit down and have the feast we prepared all day. Everyone says the same thing, “how can I help”, Ok grandma, you can put the Brown and serve rolls in the oven and we are through. Minutes later everyone’s plates are full and we are all digging in when someone notices a blue green hue to their dinner roll, now everyone is checking the same. Ok, keep cool it’s probably just coloring from the package I said, after all I just bought them the other day and we still have a package we haven’t cooked I’m sure they’re fine, Right?, Wrong!..
Mold growing on the dinner rolls, had I or someone with a bit better eyesight other than Grandma, put them in the oven we may have noticed, but as it turned out there was mold and suddenly everything else on their plates was under scrutiny. First time ever did I see plates of food scraped into the garbage and desert served so quickly, everyone tried to change the subject but the Elephant in the room was clearly the green monsters I served up to sop up their gravy. The good news is, chances are some may find an alternative source for dinner next year so I can scale down the guest list, but seriously, like it or not your brown and serve rolls ruined my dinner party and embarrassed me and my wife. It’s hard to believe that a company the size of Roundy’s or Kroeger’s would sell a Thanksgiving day staple that would mold just days after purchasing it. I put up with the occasional rotten orange in the bag of oranges or over ripened grapes, but convenience to my home or not, you make it very difficult to shop at your store.
Not sure what you can do to ease the burn of November 25th, but felt you needed to know of this problem, I’m sure I’m not the only one who had a similar experience with this item.
Regards Don J
I'm sorry to hear of your experience with the Roundy's rolls. We appreciate your feedback but in order to do any further investigation we need additional information. As stated on our contact us page...
(Please include UPC number, product expiration date, lot code number, date of purchase, product description and store where purchased for any product-related inquiries.)
Once I receive this information I can complete a quality report and process for a refund coupon for you.
Tina. Roundy's Customer Experience Center.
and their final response
Thank you Don for sending the required information. We will file our quality report and send you a coupon to cover the cost of the rolls you were unable to use. I found your receipt from Nov. 20 with the 2 packages purchased at 99 cents each. We will get a $3.00 coupon in the mail to you within the next 7-10 business days.
Thank you for shopping with us.
Roundy's Supermarkets Inc.
Customer Experience Center (office hours 7:45am to 5:00pm, Monday - Friday)
Phone: 866-742-6728 / 414-231-5681
Your user support Sucks! Waited for over 30 minutes just to talk with someone, and they were very OBSTINATE and you need to train your people how to answer a phone a remind them we pay their wages even though you issue the check. She did indicate my account information was correct and you are having Computer Problem's but that doesn't make it any better,cause now I need to go back to the store and argue with them.
I bought a J/S paper at the Ruby Isle Pick and Save yesterday because it is close to St John Vianney. church. When I got home I realized that it did not contain the comic section . Since the Brookfield Metro Mart is closer to home I took my receipt to the customer service window and asked have it addressed. I really did not want a new newspaper but just the comic section. Well the young lady weekend manager said I would have to go back to the Pick and Save for help and then proceeded to accuse me with no hard data that I had probably done this many times in the past. In other words I was a serial scammer. I was incensed but went back to the Pick and Save where I purchased it. Lo and behold the young snippy manger had called up to the store and told them not to honor anything. I pleaded with the customer service person that all I wanted was the missing comic section. She relented and paged through a new copy of the paper only to find that it also did not have a comics section so it was a J/S problem. At that point I gave up. My main concern is that I was accused of essentially stealing on an on going basis with absolutely no proof other than her supposedly tremendous insight into my past. A defamation lawsuit immediately comes to mind here but all I want is an apology. I am a 79 year old retired GM electronics engineering manager residing at 955 Jonquil Ct Brookfiels Wi. 262-821-1978.
It's time to re-line your Mequon Metro Market parking lot. As a Disabled Veteran I am appalled that cars are now parking in between disabled parking spots because the markings are not very visible. Vans with wheelchairs cannot be discharged because there is no space.
I am very dissatisfied with your Simply Organic Frozen Strawberries. Out of 4 bags I have experienced 30% of the strawberries to be either rotten tasting, bruised or moldy tasting. I will never purchase these again. Your organic blueberries are fine. Unfortunately, most people will never notice the bad quality of the strawberries because they put them in smoothies frozen.
THIS IS AN EDIT:
A BIG thank you to Mike at the 76th and Good Hope store, for rectifying a problem that I encountered at the pharmacy with a meter. Mike called, and was very apologetic with my situation. He was also nice when I met him at the store the next day.
I still think the pharmacist needs a 101 class in etiquette. I picked up three prescriptions, one being a narcotics, and he never asked if I had any questions. His assistant brought the medication to the counter.
Thanks again Mike, I give you FIVE stars!!
I recently visited the pharmacy on 76th and Good Hope to pick up a diabetic meter. The pharmacist gave me a meter that had expired over four (4) years ago. I noticed that the rebate card expired in 2012, but I simple tossed it in the garbage. When I tried to test with my meter, it did not work. I called, and the manager was on duty that day. I told her that a male pharmacist was working that day, and gave me the meter. He was not professional at all. I called him after I returned home and stated it was the same out-of-date meter that I was trying to update. He simply replied that it was the meter the Dr. prescribed. It was a free meter, so I guess he did not care. When I spoke to the manager, she told me to bring the meter in, and she discovered that it was expired. There was one more meter on the shelf and it was due to expire in January 2016, which would have only given me nine months. She said she would order me a new meter, and she did. I now have an up-to-date meter. The other pharmacist, did not check the expiration date, and apparently did not care, since it was free. I had to make three trips back and forth because of his carelessness. SHAME ON HIM!!!!