Complaints

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• Initial Complaint

  Date:07/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The store in Worthington OH continuously overcharges a large number of customers. I brought this up to ******, store manager, and  multiple assistant managers. This is an ongoing issue. Store management is fully aware of this but doesn't address it. They blame it on various factors. Regardless of factors and if store cannot manage registers, you need to close and correct your systems before using them! All cashiers are fully aware of this issue as well.   You need to investigate this issue. Most items, especially items listed as on  sale, scan at $1-$2 more than advertised. I would like to get compensation for contini=ues overcharging and time I keep spending trying to resolve this. If not resolved and addressed, this needs to be brought to the attention of the city and local newspapers.

  Business Response

  Date: 08/02/2022

  To Whom It May Concern: 
  We recently received a copy of complaint ******** filed with the Better Business Bureau serving Central Ohio 
  concerning an experience at our Worthington, Ohio Fresh Thyme Market Store #******. We appreciate  the 
  opportunity to respond.  
  The  customer  alleged  in  the  complaint  that  Fresh  Thyme  Market  Store  #******  frequently  overcharges 
  customers.  The customer has spoken with the Store Director and Assistant Stores Directors and is unhappy with 
  how this was handled. 
  We regret to hear of this customer’s concerns and would like to take this opportunity to assure both the customer 
  and the Better Business Bureau that pricing integrity is important to us. Fresh Thyme Market focuses our efforts 
  on ensuring the accuracy of our pricing displays and scanning price at the register.  However, we do occasionally 
  have pricing errors that occur.  When those pricing errors occur, we take steps to correct them.   
  In this case, we confirmed with the Store Director, that the customer was charged incorrectly for select items due 
  to recent technology upgrades in the store.  We are investigating those issues and working to resolve them.  We 
  have also confirmed with the Store Director that the customer was provided a full refund for all items that were 
  charged incorrectly.     
  We again apologize  to  the customer  for any inconvenience caused by  the pricing errors. We do hope  that  the 
  customer will continue to shop at our stores, as we value them as a customer and appreciate their business very 
  much.  
  Thank you for the opportunity to state our position.  
  Sincerely, 
  FRESH THYME MARKET

  Customer Answer

  Date: 08/02/2022

  This issue has been going on for many months. Your store continuously overcharges customers. This issue is not getting resolved. One instance you describe may be due to cash register upgrades. However, this issue happened many times prior to this. I am not concerned about being overcharged myself even though it is humiliating to get into price disputes every time I visit the store. I also have spent a lot of time on this and even missed an important work related meeting because of this hold. Most importantly, the store  overcharges a lot of customers who may not be able to see prices and  put too much trust in the store. This is very improper ongoing practice.
  

  Business Response

  Date: 08/10/2022

  On August 2, 2022, we received a copy of the rebuttal related to complaint ******** filed with the Better Business 
  Bureau  serving  Central  Ohio  concerning  an  experience  at  our  Worthington,  Ohio  Fresh  Thyme  Market  Store 
  #******. We appreciate the opportunity to respond.  
  The customer alleged in the rebuttal that Fresh Thyme Market Store #****** frequently overcharges customers 
  and that it had occurred prior to the technology upgrade.  Again, we regret to hear of the customer’s concerns 
  and would like to take this opportunity to address them.     
  Fresh  Thyme  has  processes  in  place  to monitor  for  pricing errors,  including  a  report  that  compares  database 
  pricing against the pricing charged at the point of sale and audits of shelf signs.  After receiving the customer’s 
  rebuttal, the Fresh Thyme team reviewed the comparison report and was unable to find any significant pricing 
  errors.  In addition, Fresh Thyme stores have a process to audit shelf signs to identify and correct any errors that 
  may occurs on shelf signs.  Fresh Thyme Market Store #****** follows this process. 
  After  further investigating  this customer’s allegations, Fresh Thyme believes  that  the issues  referred  to by  the 
  customer result from confusion using Fresh Thyme’s MyThyme application.  Fresh Thyme has a rewards program 
  and mobile application, MyThyme, that allows members to receive special discounts only available to MyThyme 
  Rewards members.  On several occasions, many team members at the store have taken time with this customer 
  to coach on how to use the application so that the customer received the expected discounts.    
  We apologize  to  the customer  for any inconvenience  caused by  the MyThyme application. We would like  the 
  customer  to  know  that  the  team members  at  the  store  are  available  to  assist  with  her  use  of  the MyThyme 
  application.   
  Thank you for the opportunity to state our position.  
  Sincerely, 
  FRESH THYME MARKET