Tom Thumb

Reviews

• YG

  Yanexy Rodriguez Garcia

  Nov 13, 2025
  1.0
  Icecream Lover - Very Disappointing Experience Today, November 13, around 7: 40ish pm, I had a very disappointing and upsetting experience at your store involving the store Manager at Tom Thumb (Firewheel location). I am a weekly customer who shops at your location because it is close to my home and has always been convenient—until today. Last week, I purchased two pints of Häagen-Dazs ice cream at $6.99 each. When I opened one of them a few days later, the texture was clearly off. My husband confirmed that it looked like it had melted and been refrozen. When we opened the second pint—same flavor, purchased at the same time—it looked completely different and was also in bad condition. Because of how unsafe it looked, we did not eat it at all. We were concerned about potential risks such as listeria or other foodborne issues. I took both pints back to the store today. The woman at customer service was polite, but she said she could not issue a refund without a receipt or the app. I explained that I had used my credit card and that my phone number is registered with your system, so the purchase should be easy to look up. She then called the manager. Instead of trying to help or look into the situation, he simply repeated the same refusal and insisted nothing could be done. I told him that at any other store, a customer service representative can easily locate transactions using a phone number or by checking the card used for payment. He still refused to assist. What made this experience even worse was the lack of empathy and the dismissive attitude. I was returning a product that was clearly sold in bad condition, and instead of being helped, I was made to feel like I was asking for something unreasonable. Because your store refused to exchange the product or refund the $6.99 each, you have now lost a loyal weekly customer who spends $100 or more every visit. It is disappointing that such a simple issue—and one caused by mishandled product—was not resolved. Good customer service should value people’s hard-earned money and their trust, and today that trust was damaged. For context, the same ice cream is priced at $4.49 at Walmart, but I choose to buy it from your store out of convenience and loyalty. Unfortunately, today showed me that this loyalty is not appreciated. I hope this situation is reviewed seriously, and that better training and customer service standards are put in place so no other customer is treated this way.
• NF

  Neroshini Fernandes

  Nov 12, 2025
  3.0
  Clean, ok staff but expensive.
• JJ

  Jason

  Oct 31, 2025
  5.0
  This is our local grocery store and they always have what we need.
• SR

  Sonya Reynolds

  Oct 20, 2025
  1.0
  The customer service at the Drive Up & Go is awful! I pulled up & the app didn’t work so I called customer service. They transferred me & no answer. I repeated this step 4x before Amy in customer service finally answered, transferred me, and again no answer! I called customer service again, explained my frustrations and after being put on hold I finally spoke to Mario and he eventually brought my groceries. After a long day at work, the last thing you want to experience is being inconvenienced at a service that supposed to be convenient!!
• CG

  Cassidy Garcia

  Oct 19, 2025
  1.0
  So went in on 10/19/25 to get some things for dinner 3:45 spent $73 in total I spent $33 on produce when I made it home I went to eat my fruit after dinner 8:45 low and behold one of the FULL PRICE NOT DISCOUNTED large bowls of watermelon ($7) was rotten it was already acidic when I got home I noticed one completely rotten apple and that looked normal on the outside but was rotting on the inside the second bowl of watermelon was already starting to go bad but was bearable. I wasted at least $15 in fruit I have a bowl of watermelon that I'm only eating because I can't go to the store again tonight when I called and asked to speak with a manager all he could say was that he would leave a note to make sure the morning people go through all the fruit. But what about now? Your still going to sell old fruit or rotting fruit not to mention the money I already wasted all your manager did was blame the morning staff that's not cool either you are a team if one part doesn't do their job and they look bad the store looks bad as a whole I'm so mad I shop at Albertsons and Tom thumb I'm over it now offer for an exchange a refund just my morning crew didn't follow through. Thank you for taking money from a single disabled student parent. Oh and I did reach out to the Tom thumb customer support who informed me I will need to get the fruit out of the trash to bring back to you tomorrow to even consider getting a refund so I will bring it fresh from the trash can for you tomorrow it will have the matching serial numbers. Unfortunately since no one wants to hear my complaint I had to voice it here

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