Tom Thumb
Reviews and Complaints

I ordered over 71 items order number [protected] and 61 were delivered as i had put no substitutions. When i made the online order i did a screen shot of each page to show the prices. When i got the order i looked online to make sure i got what i ordered. Tom Thumb had changed the prices and i was over charged for 59 of the 61 items i received. I took screenshots of that as well. I also sat down and wrote a list of all the items with 2 columns .., 1 for items priced when sold to me and 1 for the prices i was charged.

I called the complaint number they had on the app and it was to insta cart ( who said they could not help me). I went to the store and spoke to a manager who said because it was online he could not help me. The manager gave me a phone number to an online manager. Twice i left messages but i have gotten no return call. The online chat bot is not helpful either. I filed a complaint with tge Bbb and attached the screenshots as well as my notes and they responded that they do not see a price difference so they will do nothing. I dont know how i can write it out more clearly than the item and 2 rows one for the price and one for the amount they charged.

I am thinking of contacting the news stations with my evidence and see if they are interested in running a story on it. First i think i will tell my story all over the internet.

Ad reads Digital Deal Baby Back ribs $2.87 lb,

Limit 2. Went to customer service to talk to manager Ms. Keith. She told me you could only get 2lbs of ribs anything more than that was regular price. She is wrong and that would not make sence. My complaint is she had been telling customers that all day. She was extremely rude and that is my primary complaint. She needs to be told the information she is giving out is incorrect.

I called Corporate and they said I was correct.

On Friday evening May 6, 2022 around 6:00 PM I went into the Tom Thumb at 4141 Avalon Blvd.

One of the employees, named Camila, was working that shift on Friday night. I have not see here working there in several years, but I do remember she used to work there some years back. I said "hello" didn't you used to work here? She said that she could not answer that kind of question. OK, I said, then she continues that she may have alzheimers and could not remember me.

She came out to my car and insisted that i speak to her and to roll my window down so that she could talk to me. I told her that I had nothing to say - she kept insisting that I roll my window down and that she needed to speak to me. I opened my car door and she came close and wanted to ask if I was serious about what I said. From how she was talking to me, I told her to step back out of my zone and let me close my door - she did. I ignored her. She stormed off and called me a FAT PIG. She them went back into the store and told the other clerk in front of other customers, that I was a FAT PIG and that she hoped that all of my fat goes to my heart and that I die. I had the other clerk call the manager and we both told the manager what took place.

I have shopped with Tom Thumb since the 1980's, however, after today that will not be the case. After a multitude of problems over the last 5 years (this dates back to pre-covid) I'm done. Many times in loading my trunk the person has placed heavy items on top of fruit, veggies and bread. They stack them so high that TWICE I have opened the trunk to have heavy boxes fall out and injure me. The manager over pick up and delivery is rude but nothing is ever done about it. She has been rude to me and my kids.

The final straw is the corporate customer service. After months of IT issues on my account and approximately 25-30 phone calls the issue is still not fixed and they could care less. I did finally get a call back today (the only one I have received after 5-6 requests) and the attitude of Eddie in Fresh Pass was really bad. I could tell he didn't really care about keeping my business, so it will go elsewhere.

Can't wait till HEB opens till then I will shop ANYWHERE but there. It's too bad I have been a loyal customer for almost 35 years!

The bakery dept In store 0296 is in terrible shape. Bakery shelves are empty and items are undercooked and raw when they should be golden brown. Also the donut case is half empty never filled

My reason for using delivery service was due to my having had surgery on my ankle and not able to walk or drive. I am also the sole caretaker for my 91 year old mother who does not drive. I scheduled a grocery delivery and paid online as goes the procedure. After the groceries were delivered I realized 2 items were missing. I called the customer service department of the delivery department and was told they were unable to bring me the 2 items that were missing unless I ordered the minimum delivery amount in $s. I reminded them that this was their mistake not mine. I was told it is their policy and they had to go by it. I explained my physical situation and asked to speak to the next upper supervisor reselling my story. They did offer to refund my money however as I told them I really ordered what I wanted and needed. I asked if I could have someone pick up the items missing since they refused to correct their mistake. This was a new concept and I was told I would need to call back the next day and ask who ever was working to call the store my delivery came from. I called the next day and after sitting on hold for at least 25 minutes or longer the customer service rep I spoke to called the store manager who suggested calling a different store 2 blocks from my house since her store was far about 25 minute drive from my house. They called the closer store and was told by the assistant manager that he didn't feel comfortable approving that since the manager wasn't in that day. This is not what I consider to be customer service. I would think if the store especially a store starting up a new service with other competitors starting the same service, would want to fix a mistake they made. If they did not deliver all of the items the customer ordered take those missing items to that customer asap if even by car. I will say that all of the employees I spoke with were very polite but policy kept them from being able to actually provide customer service. This policy needs to be rethought and changed. I'm Hearing great stories of the kindness being seen from grocery companies like Trader Joe's in the areas devasted by the hurricanes. You would think that kindness could also be seen on a daily occurrence and definitely when correcting your own mistake. I have just discovered another missing item from my list today.
Not Happy With TT !