Tom Thumb
reviews and complaints

About 8AM there was a rain and hail store in the area of the store at 1501 Pioneer Rd in Mesquite, TX 75149. A black SUV and another vehicle parked their vehicles at the front door of the entrance and exit to the store. There were many other vehicles in the parking the lot. The customers trying to exit were stacked up inside the store and impeded from moving around the vehicles I am recovering from a broken neck and my husband has heart conditions and is 86. We had to maneuver with 2 baskets of groceries around the people and the vehicles.

I am sure this is a violation of store policy, city code, and fire code.

There was no management present directing the vehicles or all the people,

I am thankful there were no injuries incurred, including to myself and my husband.

Maybe better store supervision and training could better prepare the staff. Thank you

My doctor phoned in a prescription on October 26. The pharmacy has not filled the prescription as of November 6. I have called 2 times and my doctor has called 3 times. The recording states that they are not taking calls. How am I supposed to get a prescription filled when the pharmacy refuses contact. This is not the first time this has happened. Tom Thumb pharmacy apparently NEVER takes phone calls.

1.0 star rating9/27/2023

Major food poisoning from cod fish purchase in the meat counter at the Hurst location on Sept. 23, 2023. This item was in their weekly sales add but only one piece was left in the counter as the last one left and that there was none frozen in the back to bring out. Even though I was suspect the attendant assured me it was fresh. After purchasing it, the taller young man then said that there was a possibility there still might still be some in the back room and he would look. Couple of minutes later he comes out with a case of frozen cod which is what I ask had for in the first place. Then I bought five more pounds frozen which he magically found. Just to get rid of the one piece still in the counter, the contaminate fish was sold to me to get rid of it. Cod fish should never be put out thawed for more than a few minutes at the most. Yet Tom Thumb was selling it already thawed in the meat counter. End result, I took the thawed piece home and immediately fried it for lunch (well done). By Sunday afternoon I had full blown food poisoning that lasted for 10 hours or more. Throwing up, diarrhea, dry heaves and all that goes with it. Buyer beware. I am seventy seven years old and I almost didn't make it.

My daughter is an employee at the time time on field Street. Apparently she was reprimanded for her dress code. When she pointed out that there were others added uniform. The manager proceeded to tell the other employees mother and the employees mother came up to the store to address my daughter. At this point there is a safety issue, and someone needs to be reprimanded for their bad choices in management because that is not leader ship for these young people. My daughter needs her job until she can find something else. She is being bullied and afraid to report the issue die to hours being cut for speaking up for being picked on the whole shift. She did tell the store manager and his reply was this has been going on for three years. I do understand. Their employees are hard to find, but it seems to me that you lack that in some areas anyway due to unprofessionalism and safety issues Something must be done. My daughters mental is not in check and she’s very upset every day about work. This is unacceptable. She is a cashier, not a manager or a store owner. She should not have to carry the job home.

I paid for my food. The amount paid was taken off of my card. Their system froze. The attendant at self checkout refused to let me leave. I told them I paid for the food and I was leaving that it was their problem if the system was locked up. I had a statement in my phone that I paid. Their employee grabbed the cart. I jerked it so that the cart flew 3 foot off the floor. He would not let go and threatened me with violence. The manager finally showed up. The employee let go and I left. The manager did nothing to address the inappropriate behavior of their employee.

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.

Dear Tom Thumb HR,

I'm reporting a formal complaint against Todd Tracey, current store manager at Tom Thumb #3645 2200 E 14th St Plano Texas 75075. but technically you could say it is against 4 employees at that store. To understand the totality of the situation, the history is relevant. I started in the bakery at #3645. All 3 of my teammates, Miss Courtney [manager], Miss Soris [baker], and Miss Payton [Packager] and my then store manager Jessie, knew I was a little slow due to health issues for which I submitted my medical history and a medical release form from my cardiologist clarifying the continuing problems with leg pain and fatigue requiring my hours to be limited to just 2 days a week for only 5 hours a day as after 6 hours, I just shut down mentally and physically. They have all moved on except Miss Courtney got transferred to the McKinney store, so no one is familiar with the directive I was given by 4 previous store managers in support of this now. That directive was to work my hours and if I could not complete everything, make sure cleaning was done and leave the rest of packaging until the morning. Now to timelines.

November. Tonya, the deli manager, was put in charge of the bakery temporarily. Trying to explain my limitations and allowances surrounding my documented health issues fell on deaf ears. Her response was one of "If you can't handle the work, we'll move you to Courtesy Clerk"

December. The assistant manager, Christian K., was shadowing the night manager William in the bakery for closing. He tracked dirt in on my clean floor and smudged it all around the floor and demanded it be recleaned. I was not happy with that but I did so for William. A couple of weeks had gone by as my health issues usually affected what I could complete and complaints from the new bakery employees who did not understand my accomodations either surfaced. Further explanations fell on deaf ears again. No word came from anyone, but people were obviously talking about the possibility of me being moved to the meat department. A week later, Todd comes up to me with no warning, asking, or even suggesting options and just says "Curt, meat department". My very first day it was clear it was a harder job that took longer to complete, which I mentioned, but no one was listening again. One night, Christian was shadowing William again. When they walked in around closing time for the meat department, I asked Christian if he was going to smear my floors again like he had done in the bakery. He said "Yes" so I told him to get out of my meat department. I told William things like smudging dirt on clean areas is not right and that is why I told Christian to get out. New Year's Day was a disaster. My meat department teammates have their own limitations due to health issues too, but Jeff wasn't aware of what was going on around him that day as he had been out with COVID-19 and was just getting more and more prep done.

January. Jeff was trying to get everything done and piling work on to John and me. I knew walking in that New Year's Day, there was not enough time to get everything done but trying to get Jeff to listen was futile. He ignored the fact that John was literally screaming in pain from his previous injuries with the smallest of movements. Due to being overloaded, I suffered a shutdown myself and got what I could get done, done before the store closed at 11:00, to which my cashier teammate Carrie witnessed. The next week I was scheduled 6-9 instead of 4-9 and I told Miss Star, the night manager, that is not a sufficient timeframe to get everything done. She told me if closing cannot be completed, to do the best I can, especially getting cleaning done, then cover the meats and seafood with paper and go home. Christian came in at 8:00 p.m. and said to shut the meat department down per Todd and go home. I told him I could not complete everything so as I finished cleaning, I had Christian cover the meats and seafood then we both left the meat department. He also said per Todd to not bother coming in the next night? The next week, not seeing myself on the schedule, I talked with Jeff who told me to come in from 5-9 on both days. I came in at 5:00 p.m. but was told by Miss Star and Christian that I was not allowed to clock in per Todd. That was Sunday January 15th. I came in Monday and Tuesday mornings to talk to Todd about why I'm not on the schedule, but he was nowhere to be found. While I would consider this a complaint in part against Tonya, Jeff, and Christian, it is ultimately a complaint against Todd who does not obviously communicate with his people and still has not talked to me about anything. Like this complaint, perhaps it best he put something in writing and make sure I get it.

Thank you,

Curt Pettegrew

ID #6096347

Store #3645

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

On Monday, July 12th around 2 p.m. while waiting for the bus I noticed two Tom Thumb shopping carts just sitting there. I called the store around 4p.m. to let them know. The address is the corner of Whitehurst Dr. and Fair Oaks in Dallas, TX. 75243, less than a mile away from store. Called again Wed to let store know they are still there. As of Thursday, they are still there. Someone tried taking them. They have been moved about 20 feet away from bus stop but are still there on sidewalk. I know they are expensive, about 600 dollars each.

on July 15th a Thursday I visited Tom Thumb in Dallas Tx. at 8698 Skillman st. at 12:20 midday. I was at the gasoline station attempting to put some air in my bike, I tried my debit card and would not take so I attempted to get 2 dollars in quarters from the attendant. I am 67 years old and am a bit hard of hearing and with the attendant behind a thick glass it was hard to understand him, he had another customer before me and he seems to enjoy talking to customers because he took a couple of minutes speaking to that person while I patiently waited. When it was my turn I asked for change, he seemed to be trying to make conversation with me and I could not fully hear him, so I repeated my request and explained I needed it for the air pump. He continued talking but now he seemed a bit agitated and disturbed (I could see it in his face) with me so I repeated my request, meanwhile a car drove up to the air pump and that person put money in the pump and the cashier said I should get in line with her and ask her for some air if she did not use it all. I did get in line behind her and explained to her I needed some air too, I ended up helping her put air in her tire. The cashier has to realize that some of us senior citizens just need to do out daily chores and be done with it. All I wanted is some change so I can be on my way.. If I offended him in any way, by not making conversation with him, I do sincerely apologize, just explain to him not all people are as chatty as him and with the thick glass and my old man ears it was not the best time to converse.

The cashier didn't know how to take off $1.00 with the monopoly piece I had. She wasn't friendly, or talkative. She gave me the coupon back. She didn't reach out and get help from someone. At the end of my transaction I told her I wanted to use $10 on my EBT card then the rest in cash, I asked her what I needed to do first, the card or cash... she said it doesn't matter. Then the entire amount (16.84), got taken off my EBT card. She shrugged her shoulders. I was very upset. I was tempted to leave the groceries there and cancel my transaction when I got home. Artejah, does not make me want to go back to Tom Thumb.

For the record, to be used in case of legal action against Tom Thumb for causing personal injury.
This evening, 19:17pm, I experienced a completely unacceptable conflict generated by sales person/cashier "Jen, " at Frisco Tom Thumb 2963, 75034, Dir Rich Koch. I spent $195 on groceries and when I saw the cashier putting all the very-heavy items on top of the lilies and carnations I had bought for my office, I politely asked her to beg the flowers so that I can place them separately in the cart while she was finishing - this singling out of fragile items (flowers, eggs, chocolates, fruit) has been done as a routine by numerous cashiers for me in the past with a smile and the commons sense mutual understanding that no one wants to get home with squished items, especially flowers…. This cashier suddenly turned unbelievably aggressive, hateful, in facial expressions and tone of voice, bagged -- and threw! -- the flowers in my direction with a "I was going to bag them anyway."… I tried to explain it was only for the flowers I'd interceded, told her I didn't want to argue, she kept on… I told her to stop punching in, I DID NOT WISH TO BUY ANYTHING ANYMORE FROM THAT STORE. It was clear my foreign accent or sudden sickness symptoms made her even more irritated. I felt utterly threatened, asked to see the manager, hoping he would interrupt the whole situation. The 20-something y.o gentleman with a "Operations Assistant" lapel pin who claimed to be the manager arrived and utterly failed to solve anything, appeared seemingly confrontational with 0 customer service skills. Did he really expect to "make peace" face to face with his aggressive employee who - for all I could expect - might have pulled out a gun on me right then and there? While I was feeling sick, he and her continued to bag my items AGAINST MY CLEAR REQUEST, then he disappeared, briefly reappeared only when I asked for outside assistance. I was unable to find my voice, my heart was pounding, I only asked politely but firmly enough that he did not accompany me to my car. I am carrying a hidden video-recorder to share such atrocious experiences on u-tube and with lawyers. I am in shock over the unjustified sudden hatred I witnessed tonight from total strangers with whom I had nothing to share. I am a long-time U.S. citizen. Is this how they treat all customers?... How abnormal is this?... I only wanted the 2 flower bouquets in my hand, which was even leaving more room for her to comfortably throw heavy things around on the counter…
I am a 52 yo educator; suffer from a potentially fatal heart illness; to avoid stress I am partially-retired. I used this incompetent store for the 1st time, in passing in the area -- after being a happy Tom Thumb client since 2009, particularly in Southlake. I have been feeling very sick since 7pm when this occurred. If I must go to the emergency room, Tom Thumb will be sued over this "inconvenience." I should not be made sick by hateful (xenophobic?) reps; I should not live in fear now that she or he can easily obtain my info from the system and retaliate if your office were to proceed with corrective action… This is completely wrong, sir/madam. The Tom Thumb upper management has no right to cause innocent consumers like me harm, via poor training policies, simply because we step in for a peaceful evening purchase experience.
I still feel strongly that I wish to return all the items I bought tonight, OUT OF PRINCIPLE, because none of your sales staff had the right to make me feel sick/defenseless and act against my expressed request that they stopped. #1 Marketing rule is that we, consumers, buy from those who deserve our business.
Also: re. the above for-the-record complaint, I called twice 8777233929, found online as Tom Thumb client services number: it deceptively claimed that I'd be connected within minutes to a rep - in fact, after waiting for long each time, I understood it did not truly honor this service… it was a fake automated promise of after-hours customer service.
P.S. Looking at the receipt -- weren't they supposed to provide also Monopoly tickets, sufficient at my spent amount $194.94? (I don't play, but give them to kids)
WORST STORE REPRESENTATIVES EVER!

Hello,

I visited a Western Union branch service center Tom Thumb store yesterday to get a money order made. However, the money order got spoiled and I went back to talk to them about if anything can be done and I need help.

I was talking in the most polite manner possible to the lady at the center and she started shouting at me telling me that she can't help me and I still talked to her in a polite manner asking her to see if something can be done and she called the security telling them to ask me to leave. I talked to the security guy (the store manager) and he apologized for her behavior but she was negligent and still smiling at his back. I asked her to apologize and she still smirked.
As I turned back crying after facing humiliation and RACISM she laughed badly.

This type of customer service is what you provide? They don't have the manners to talk to the customer? Neither did she apologize, nor did she help me in it. I want a legal complaint to be taken against her for being a racist employee! Or else I will file a legal complaint against the store and the bank as well.!

Address: (inside Tom Thumb) 1380 W Campbell Rd, Richardson, TX 75080
Name of the lady: Dannielle

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 !

We read the sign on the lays chips " two for $6.00 ten to 11.5 oz " so we bought two . We went to check out and was rung up for a total of 7.78 . We told the checker the sign said two for six any flavor ten to 11.5 oz. he told us yes there on sale but didn't know why they were ringing up for 7.78? So instead of fixing the price he swiped my card and then stated I'm not sure how to put the refund back on e.b.t. So we told him I would complain he told me to go ahead...