Complaints

This profile includes complaints for T&T Supermarket Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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T&T Supermarket Inc. has 19 locations, listed below.

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  T&T Supermarket Inc.

  6311 Fraserwood Pl Richmond, BC V6W 1J2

• 

  T&T Supermarket Inc.

  179 Keefer Pl Vancouver, BC V6B 6C1

• 

  T&T Supermarket Inc.

  100 19705 Fraser Hwy Langley, BC V3A 7E9

• 

  T&T Supermarket Inc.

  2206 Kingsway Vancouver, BC V5N 2T7

• 

  T&T Supermarket Inc.

  135 5511 Hollybridge Way Richmond, BC V7C 0A3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:28/10/2024

  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.

  I am writing to complain about the issue happened on Apr 28 when we purchased grocery with some hot food. On checkout I placed the noodle on the scanner as instructed and I thought it had to choose hot food. Therefore at the end the price was above 1 kg at the price of 2.22 per 100 gram instead of the noodle price of around 10 dollars. And then because I have the hot food purchased at the same time, the staff wanted me to pay for the noodle again as the noodle was paid for using hot food item. However the hot food was not refunded and reweighed. My hot food was definitely not over 1kg. But after complain, they watched the video. On the phone they asked me to visit the store again and bring the receipt, I wanted to bring the food for reweigh, they said no. I will ask them. Why do I need to go in person when I have already told them the receipt number and the check out counter. They said they want to reconfirm the physical receipt before refunding. On the receipt, they confirm that the process was wrong, but they told me, by looking at the food I have they believe its over 1 kg. They refused the refund. And refused the reweigh because its not the same day and the food might be eaten and less weight. We compared the weight with a 500 gram meat and its of about the same heavy. On top of that, the noodle was way too salty and they refused to replace as well. We were literally being ripped off. Not only we paid more than 2 times of money, we also wasted 2.5 hours for a trip which can be completely be done on the phone plus over $10 gas. Such way of resolving the weight issue is a humiliation. We hope for a full refund.

  Business Response

  Date: 29/10/2024

  Dear *****,
  I hope this message finds you well.
  Thank you for bringing this matter to our attention, and we apologize for the inconvenience you experienced during your visit six months ago. Due to privacy concerns, we are unable to provide detailed information in this response; however, we have reached out to you directly via email with further details regarding a resolution.
  Please be advised that, due to system limitations, we are unable to process refunds online. We appreciate your patience and understanding in this matter, and we remain committed to resolving it to your satisfaction.
  Thank you once again for your understanding, and we hope you have a great day.
  Best regards,

• Initial Complaint

  Date:26/08/2024

  Type:Product 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.

  On August *******, I purchased 6 Live Blue Crabs from T&T at their ****************, *********, ON L4J 4P8 location for $19.55 before tax calculations. I went their because I have the contacts of T&T Promenade stores customers service on my Wechat and I am also in two T&T Promenade stores group chat that the customers service have set up on Wechat. At 11:22PM of August 23, 2024, the customers service account posted a promotional post as well as an advertisement post on another social media app names Litte Red Book, also known as RED, that included pictures of open raw Live Blue Crabs were it clearly showcased the richness of the crab roes. After I got back home, steamed and opened the Live Blue Crabs, all six of the Live Blue Crabs that Ive purchased had no crab *** in them. When I started eating them, they were several crabs with sluggish and bad smelling meat. I contacted the T&T stores Promenade customers service on Wechat through their group chat with photos as proof of their false advertisement. I soon got a message from them to chat privately on Wechat. I stated my situation and they explained by saying that it was the normal result of the Live Blue Crab after cooking the crab, which was scientifically not plausible and factually incorrect as I have had Live Blue Crabs full of crab *** cooked and raw and there were no significant differences in volume. The customers service refused to apologize and to refund. After a few minutes, without notice, I was removed by the customers service from both of their T&T store group chats. I am now experiencing diarrhea suspected from the consumption of T&Ts Live Blue Crabs. I have been a loyal customer of T&T for years now and I am utterly disappointed from this unreasonable experience of their false advertisement, not only to me, but various customers of my neighborhood and it has also raised severe health and food safety issues.

  Business Response

  Date: 27/08/2024

  Dear ***********************,
  Thank you for bringing this to our attention. We sincerely apologize for the disappointing experience you had with the Live Blue Crabs purchased from our Promenade Circle location. We understand how frustrating it must have been to encounter this issue, especially given your loyalty as a long-time customer.
  We have been informed that the matter was subsequently addressed through communication with our store manager. Please be assured that we are taking this incident very seriously and will implement additional measures to prevent such occurrences in the future. Ensuring the quality and safety of our products is our top priority, and we deeply regret that this situation has caused you concern.
  We hope you will give us another opportunity to serve you better and restore your confidence in our services.
  Best regards,

  Customer Answer

  Date: 31/08/2024

   
  Complaint: 22188791
  
  I am rejecting this response because:

  
  T&T rejected to refund unless I go into the store again and rejected to pay for the associated cost for me to go into the store. At this point I would also be concerned for me to physically go to the store due to the conversation the store manager **** has communicated with me. **** called my daughter on August 24th said he apologize for the experience with the store but he believes his staff had done nothing wrong. My daughter explained how the ad was misleading and how the customer representative removed me from the chat where the ad was posted, he said he believes they have done everything correctly and he will talk to the headquarter and give us a callback on either August 26th or 27th.However, not only we have not received any callback until August 31st,T&T has also ignored all of our communication afterwards including emails and instant messaging.
  
  Therefore, I reject this respond from T&T, and I request T&T to refund my order and all costs associated to receive the refund, and a formal apologize through the original form of communication (through the ************ chat where I was removed).
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:28/03/2024

  Type:Product 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.

  I purchased 3 ******* ***** ****** *** *** ********* ($1.98/each + tax) from T&T Supermarket on March 17th, 2024. After consuming one packet, I experienced severe stomach discomfort and vomiting later that night. Upon further investigation, I discovered that all packets had expired prior to the date of purchase (Production date 2023/09/06 and Shelf life 6 months). This poses potential health risks to me and other consumers.

  Business Response

  Date: 01/04/2024

  Dear Customer,
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience and distress the situation may have caused you. Your health and satisfaction are of utmost importance to us.
  Upon receiving your complaint, we immediately conducted a thorough inspection of our inventory. We are pleased to report that all ******* ***** ****** *** *** ********* currently on our shelves, manufactured on November 6th, 2023, are well within their shelf life and have not expired.
  To address your experience, we invite you to return to our Lougheed Store located at ***************************************************************************************, for a refund. Please bring along your receipt and mention case number ***** to our customer service team, and they will assist you with the refund process.
  We appreciate your understanding and hope to resolve this matter to your satisfaction. If you have any further questions or concerns, please do not hesitate to contact us.
  Best Regards,

• Initial Complaint

  Date:07/02/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I placed an online order of grocery items on 2024-02-06, which totaled $78.63. My order ID is NO.*********. As part of the service, T&T promised to send a driver to deliver the items between 12 PM and 2 PM on Feb. 7, 2024. However, I never received any calls from the company or the designated driver during the delivery window. Before I knew it, the items were sent back to the store and the store informed that I would be charged 20% of the total order value as penalty. I confronted the store whose staff insisted that the driver had called me around 12:30 PM. Yet, I did not receive any calls nor texts from anyone associated with the store, which I can provide a record for if need be. I would like the store to acknowledge my situation, not to charge me the penalty, and to improve their delivery service as well as customer service quality in the future.
  

  Business Response

  Date: 07/02/2024

  Dear Valued Customer,

  We apologize for any inconvenience you've experienced with your order. At T&T, your satisfaction is our priority, and we're committed to resolving your concerns promptly.
  Please contact our customer service team directly to assist you further:
  Phone: **************
  Email: ***************************************************************************
  Our team is available from 6:00 AM to 9:00 PM PST. Mentioning your order ID will help expedite your request.
  Thank you for your patience. We look forward to resolving this matter to your satisfaction.
  Best,
  Thank you for your patience and understanding. We value your business and are eager to address and resolve your concerns.
  Warm regards,

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I already contacted their customer service before reaching out to BBB. Their customer service was not helpful and did not acknowledge my explanation that I did not receive any calls from their driver. Neither did they provide a satisfactory solution other than repeating their empty responses such as "complaints are noted and we will improve future deliveries." I need a better solution for my current order, which is to acknowledge the miscommunication for my order and to promise that they won't charge the 20% order total as listed on the store's policy. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/02/2024

  Dear ************,
  
  We acknowledge your recent communication expressing dissatisfaction with our customer service response to your concerns. We sincerely apologize for the inconvenience and frustration you have experienced.
  
  After reviewing your case, we have taken immediate action to address your situation. We are pleased to inform you that we have processed a full refund for your order. This decision reflects our commitment to customer satisfaction and our acknowledgment of the miscommunication regarding your order.
  
  We are dedicated to improving our services and ensuring such issues do not recur. Thank you for bringing this matter to our attention, and we hope this resolution is satisfactory.
  
  Sincerely,

  Customer Answer

  Date: 08/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:25/10/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I ordered groceries from T&T online on Oct. 22nd, and the delivery slot is Oct. 24th, 11:00-14:00. The order number is *********. The delivery service was terrible. The man kept complaining and showed extremely unprofessional. He said I was wasting his time. They are required to charge 20% of all orders with "unsuccessful delivery" without clear instructions. Their website instructions said the orders to condos would be left on the counter and customers probably have to go downstairs. I did not receive any phone before 11:34, when I answered the phone at 11:48, the man was angry at me because my phone did not have a signal in the subway. Then I agreed that he could leave the staff at the front desk of the condo. However because of their unproper package, which contained a larger paper box and a smaller box with a plastic bag, the condo refused to accept it, but the staff could be left in front of my unit's door. However, the delivery man spent more than 10 minutes saying he could not do this, and I should ask their service assistant to require him to do so. But the phone service assistant said the only choice is to return all the staff. He did not tell me anything about the charge of the "operation fee". If they can charge 20% so easily, do they try to fail the delivery on purpose? When I tried to communicate with their online chat assistant, the experience was also awful. The lady was just saying it was my fault to leave home during the planned slot. And she said the cover of the groceries are the same. When I asked when I could get my refund, she did not provide any information and said ** * **** *** ** ******** *** **** ***** But how about the complaint online that they're late without any apology? How about the attitude of their delivery man? How about they return the things to the warehouse so easily with an unreasonable fee? How could they return the things without noticing the high fees? How can their staff be so rude to customers?

  Business Response

  Date: 08/11/2023

  Dear Customer,
  
  Thank you for taking the time to write to us. Please accept our sincere apology for your unpleasant online shopping experience.
  
  At T&T, we pride ourselves on freshness & customer satisfaction. It is always a matter of great concern to us when a customer is unhappy with the product or service received from us. Upon receiving your feedback, we have forwarded it to the related departments for review and follow-up.
  
  According to our delivery policy, deliveries can only be done to the lobby and any unsuccessful deliveries will be returned and refunded. We have looked into your order, and you were fully refunded for this order, no extra fees were charged. However, we understand the frustration due to improper communication skills of our driver and online customer service representative. Please be assured that further training and coaching has been done to the concerned staff in order to properly serve our valued customers as per expected, always follow up on T&T's standard service, and avoid similar situations from happening again. This case has been briefed with all staffs to emphasize again the importance of customer satisfaction, reinforce their awareness of proper working behavior and attitude.
  
  Thank you again for taking the time to bring this matter to our attention, and we sincerely appreciate you sharing your feedback with us. Please accept our most sincere apologies for the disappointment and any inconvenience caused. We sincerely hope that you will give us another opportunity to serving you as one of our valued customers.
  
  Have a wonderful day!
  
  
  Warmest regards,
  T&T Supermarket Customer Service

  Customer Answer

  Date: 08/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ***

• Initial Complaint

  Date:10/01/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  NO.*********, missing one item, T&T Bakery *************************** Tea Cake Roll 400g. ***************************************************************** Contacted customer service multiple times on Jan 07, 08 and 09 without further resolution. The customer service is totally useless and only replies to you by their template without further analysis or blaming IT. I was promised to be followed up but they never did. I also contacted the delivery person. The delivery person said I should contact customer service. The cake costs $7.83 plus tax if applicable. Please refund $7.83 plus tax if applicable. Personally, I would fire the person who handled the inquiry if I were the employer. In addition, I would investigate further if the delivery person misplaced the item or **** ** ** *******. The first time the driver who deliver NO.********* came without taking photos, while the driver who was responsible for order NO.********* purposely took photos, which seems **********. In addition, usually, the plastic bag was bundled with red taps/blue taps. However, I found one of the taps is loose for NO.*********. I do not want to assume the worse of the driver, but I do not understand the inconsistency of when the first driver delivering NO.********* did not take photos while the driver for order NO.********* took the photos. It should be mentioned that order NO.********* was refunded automatically while the taps are tight while the ********* refunded for the weight difference but left out the missing cake.There are always missing items when I order from T&T supermarket online. Both NO.********* and ********* are missing items. Last time four items and this time one item while they still charge both additional fees of $3.99+$5.99. Both times come to be =$5.99*2+$3.99*2 = $19.96. I do not think it is fair to charge these fees when T&T supermarket online always missing items. Furthermore, I do not feel appreciated as a customer for having to chase them for a refund for No *********

• Initial Complaint

  Date:04/07/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I placed an online order on Jun 25th on T&T website. The order No.********** It was delivered on Jun 26th. When the driver arrived he made a phone call. I immediately opened the door, found the grocery placed at my door. But one thermos bottle is missing. I contacted their company and filed for a refund on Jun 26th for $55.99. They denied the refund on Jun 29th, said the item is delivered. They gave me no explanation. And it’s really hard to get in touch with them, constant waiting online. When you do get in touch, they never gave you any specific answer, just keeps saying wait 7-14 days. It’s impossible for me to claim for a refund for the item I never received. Hope you cound kindly help me look into this matter. Thank you so much!

  Customer Answer

  Date: 06/09/2022

  The company has contacted me and give me a refund. Thank you so much for your help!
  
  
  Regards,
  
  ******** ***