Poor Customer Service and Unprofessional Conduct On November 22, 2025, I purchased Horizon Organic Milk at the Smart & Final located at 2775 Pacific Coast Highway in Torrance, CA. The next day, November 23, we discovered the milk was sour. On November 24, 2025, I went to a different Smart & Final location ( 1636 W 25th Street, San Pedro, CA 90732 ) early in the morning to exchange the product. I had my receipt with me. The cashier informed me that they could not exchange it because I bought it at the Torrance location. I politely asked to see that policy in writing. At this point, the manager, Manny, came over. Unfortunately, he was not friendly or helpful. He insisted I had to drive back to the Torrance store and even questioned why I purchased it there. His tone made the situation feel unnecessarily hostile. I explained that I did not have time to return to Torrance because I needed to take my son to a dentist appointment. Instead of providing assistance, he responded with comments such as: * "It's not my problem." * "I can't sell this milk." I again asked to see the policy in writing. Manny initially said it would take a minute, then changed his tone and accused me of "playing games," even though I was simply requesting clarification. After going back and forth, he finally stated that I could exchange the milk after all. I returned inside and exchanged it for the same brand. When I mentioned I would write a review about the experience, the manager followed me outside the store and loudly said: "Make sure you write that you bought the bad milk at the other store. Let's be fair here." This behavior was completely unprofessional and made me feel uncomfortable. I was planning to purchase additional groceries (bananas and apples), but after this treatment, I decided not to spend any more money at this location. I sincerely hope upper management reviews the store footage from that morning. A manager should never escalate a situation or follow a customer outside the store. Basic customer service training and familiarity with consumer rights--such as California Civil Code 1723--are essential. read more

See all

Came in here when I was in a rush as it appeared not to be busy. The store is clean and well-stocked. Prices for any item were comparable with other supermarkets near by. The only interaction I had with an employee was with a strange-looking person as I checked out, weird. Plenty of parking. read more

See all

In addition to the limited options, in my opinion, they have the absolutely slowest, slowest checkout system. There is always a long wait. There's no self checkout machines. It seems that they go out of their way to make the experience as miserable as it gets. It is amazing that they are in business at all. read more

Terrible store. Went to get propane tank exchange. Took almost 30 min before someone came out to help me. Had paid and checker repeatedly called on pa for someone. Terrible service. Also lots stuff now locked up. Checker had to leave several times to unlock booze for customer. They really need someone up front besides checker to take care of these type items...booze, propane, meds. Will never go back read more

recently, we Went to the Palos Verdes location what a pleasant and an experience that was a world away from the one that's closer to our home, shockingly this store looks better, fresher, Very different experience what heck happened? The 25th and Western store was just remodeled lol/everything was just rearranged literally moved everything all around the store and made it a total hassle to shop there now Smart And Final has lost its way I remember going there as a kid with my mom you could go there go to an aisle for the stuff that you needed and it was all there. It wasn't mixed matched around the store so you gotta walk every aisle to basically get the things you need it was so much better before cannot believe they left the crappy old coolers especially the frozen food isles. It's disgusting like a scary movie. There's this weird goo that comes out from underneath the freezers with caution, cones and paper towels stuffed under some of the freezers, absorbing the goo leaking on the floor ice and frost stuck to frozen items i've bought items here like frozen pizza you open it and it's got frost all over on the inside /freezer burned? because it appears that it has thawed out and been refrozen totally freezer burned before I could even freezer burn it with my own freezer :-( super disappointed with store remodel .all the remodel did was get rid of the actual bakery that used to make fresh bread and it was nice. You could smell baking stuff at the store now everything is shipped in and not as fresh also store was rearranged in a confusing layout that makes you walk all over the place it was so much more convenient before that used to be what was different about Smart And Final it was set up to go there get what you needed. They didn't put distractions on multiple isles on some of the isles they just reversed what side things were on nothing was really done and the same coolers that don't keep stuff frozen . Trader Joe's has open freezers with better cooling and prices are more reasonable. We are not happy with many of our recent experiences expired dip In the dairy I was going to buy the deans dairy dip, but all of it was expired. I took one and gave it to an associate that was walking by. He said he would take care of. It went back two days later and it was all still there on the shelf happy to hear they hired someone new that is stalking that section. It has gotten better so the new employee that stocking that cheese and deli stuff is doing a much better job than previous person. I've noticed this recently. I check dates on everything we also sometimes use delivery had an order delivered by Instacart and we received a half gallon 2% low-fat milk that have been expired for Almost a week. I blame that on Instacart but why was that even available for sale? This is why I checked my dates on everything I buy. my recommendation if you go go early in the morning, there are some wonderful people that work here, but there are also some people that should just go work at a place where they don't have to deal with people some of them even wear facemasks to avoid having to interact with customers The grocery Across the street is substantially more expensive and I realize it's a full service grocery store, but I've realized I'm willing to pay for great service and smiling people read more

See all

clean the store up even after a massive upgrade the store is dirty an I always find expired items on the shelfs

Lately I've been really disappointed in this store! Quality of fresh produce has been declining while prices have increased considerably!

I visited the store to find some items for watching the fireworks near the Korean Friendship Bell. I was pleased with the reasonable prices and the excellent quality of the flowers I bought. However, I lost my wallet. After calling the store, I discovered they had found it and were kind enough to keep it safe for me. I am truly grateful for their honesty. Thank you, Smart and Final, for restoring my faith in the goodness of people. read more

If i can leave a one star I would! Horrible customer service Hugo has. Does not smile,greet,or talk! I ask him questions he just lazy! His lines are so slow to wait in most of the time he on his phone or sleeping! I go in a few times to shop i love the other cashiers who are faster when they close they have great customer service but hugo has none! I was talking to him then he cuts me off to tell me to wait because he talking to someone else on his earphones in his ear! Unprofessional read more

Smart & Final Extra! - A cashier hugo not working while being on phone at work - Grocery Near Me - San Pedro, California

See all

Good selection Great LOW prices Friendly staff No long lines Lots of free parking Will shop here read more

Do NOT get a gift card at this store. After waiting in a long line, I tried twice and it would not go through and I have two credit slips, but the credit did not show up on the card. The person in the next line tried to buy a gift card from a completely different store and it wouldn't go through. I then went to Von's and bought the same gift card and had no problem. Save yourself time and just go to Von's or somewhere else for gift cards. read more

Absolutely awful. The worst business I have been to in many years. I have walked out there leaving my purchase quite a few times. The only good thing is I had such a bad experience there I drove to the other store across town and better selection and nice helpful people working there. Do yourself a favor spend your money where you get the service a customer deserves. read more

This is the closest Smart & Final to me so I go often, I run into friends there. The staff has always been helpful and courteous. Great selection of products on the shelves but I have one issue I can't get over. For the location and just to keep the quality up to par, why is some of the produce so bad? The purple onions are always bruised and on the border of being bad. A lot of the greens are already wilted and mind you prices aren't the cheapest for produce either. It's really the only problem I have but it's a big one. read more

Friday the 21st my cousin and I went in to buy 230 pieces in bulk and brats in bulk. We ended up purchasing at least $800 worth of meat. The cause was for a cancer fundraiser for my nephews treatment he is only 10yrs old. He will be receiving his treatment in San Diego for two weeks. We asked to speak with the store manager who's name is Manny. We asked him since we were buying out all there chicken and brats in bulk if he would give us a percentage off and for the cause it was for. He had no compassion,no empathy. He said if we wanted to we can go on the website and fill out a form to corporate to see if they would grant us a discount. I will never shop again at this smart and final. All he said was you could have a case of water bottles that's all I can do for you! But was so cold and blunt about it. Never said I'm so sorry for what your going through. It's just sad to see some people now at days with no empathy anymore. read more

This is one of the best Smart & Final stores that I have been to. Apart from their produce department, which I find fairly low quality, the rest of the store is great. They have personalized register lines, each named for a popular San Pedro street and friendly cashiers. The biggest problem with this store is that at night they close the doors in front of the disabled parking spots instead of the normal parking, causing the handicapped spots to be pointless. This causes obvious trouble for disabled people with limited walking range. read more

New in town decided to check out this smart and final. The cashiers Christina And Starr was very helpful. Great conversations They made my day! We need more people like them! Also The other 2 cashier diana And Sarah ask me for a carry out and bagged my groceries I felt like I was getting pampered by these 4 cashiers I love them so I will be back and recommend this store to family and friends! read more

25 people in line 2 checkers at 2pm. 6 registers with only 2 used. People complaining like mad and they do nothing until then. What happened to customer service!!! read more

I stop at this Store about three times a week it's a very clean store, has great parking, is in a good location and the staff Starr he/she is very sweet and amazing person! Starr has that great personality who loves to talk and make your mood go from negative to positive! I see starr doing cashier great person to have! Now starr spirit is what the store needs more of! Outstanding at customer service" Relate easily with all types of clients Always ready to help coworkers and every customer what I see from all the times I go in there when starr is stalking or walking helping customers Handles tough customer service circumstances effectively I seen a lady scream at starr once and starr had a nice positive attitude back! Starr makes me come back. Starr the only one who ask me if I need help bagging or need a carry out my family loves starr. I will be back! read more

The staff at this location are mostly rude. And someone please give Smart and Final the memo: COVID is an air born virus (if you want to wear a mask please do so) but it is pure laziness not to bag my groceries because I bring my own bags. Is it because you do not make money off of my bags? Newsflash "I just touched ALL my groceries that you are scanning $$$$!" Maybe lower your prices and become one of those stores were customers do your job. (There is 1 nice cashier there but I hardly ever see her. 5 stars for her) read more

Whomever runs this store seems to think that only customers who come during daytime hours are worthy of receiving proper service. At night they close the doors in front of the disabled parking spots, which makes anyone who needs to park in one of the marked spaces walk across the width of the front of the store outside. And once you get inside, you'll discover long lines and usually only two check stands are open. It happens consistently during the evening hours after about 6:00 p.m. until 8:30 or so. And the store management just doesn't care. Because they have the data and visibility into how much business is being transacted at every given moment in the store, so they are well aware of this problem, but just choose not to do anything about it. I like Smart & Final but the way this store is run is detrimental to their brand, and my continued loyal loyalty is undermined is a result. It has started to make me look elsewhere when I need to make a quick trip for groceries after work. And that is when I do most of my shopping. read more

Smart & Final Extra! - Long lines, only two checkstands open, and store management doesn't care. - Grocery Near Me - San Pedro, California

This store has had consistent horrible customer service to the point I won't go anymore. Left my cart full of stuff in middle of isle and walked out the other day. Employees are rude and can't do anything or answer a question. read more

I really enjoy my shopping experience every time I go in SMART N FINAL. Always get plenty of assistance when needed and especially from Suzy "cashier" she always goes above and beyond. read more

Smart & Final Extra! - Suzy, an awesome cashier at SmartNfinal. Always so helpful. 25th and western location, San Pedro ca. - Grocery Near Me - San Pedro, California

Amazing Store with great prices and very clean looking store. Number one in San Pedro and a lot better than the other smart and final stores. Keep up the Good Work Guys Very friendly staff in This Store. Wish you Guys the Best. read more

I stopped in today for the first time. I would previously frequent this location under a different store banner. I'm happy to report the interior has received and upgrade, and the store layout is practical. The produce section was all fresh. I'll be back! read more

Excellent place to shop! We went there this past weekend and were greeted as we walked in. Ask if we needed while we were shopping. Then ask if we found everything we were looking for as we were checking out. The final straw at this store? They bag for you and do it with a smile. This was in stark contrast with the Vons and Ralph's nearby. Where the experience was opposite. Highly recommend this place to shop. read more

We all understand times are different and for some difficult because of the COVID 19 virus. However, individuals lucky enough to still earn a paycheck because they have a job should have a better attitude. The process to enter the store was a disaster. Eight customers walked away as the line formed on a Thursday afternoon. The employees acted like they didn't know what was going on and the manager address the customers in a brief annoyed manner. All the manager said to the customers "We were going to wait outside or wait inside". If he actually engaged with us and accepted any responsibility for customers being upset he would have acknowledged he didn't plan ahead. He was missing two cashiers. After standing in line waiting for the understaffed cashiers to call me up an announcement was made, they're out out plastic bags. After the announcement I was politely waved up and directed to cash register three. As I started placing items on the counter the cashier (Havannah) started telling the employee directing customers to a register to "Stop yelling at me", the other gal correctly replied "I'm not." Havannah doubled down "No, but I can hear in your tone". Whatever those two had going on, I didn't care. I asked the employee directing customers to registers if she could grab the box from from co-worker restocking the shelves. No problem, she asked and he walked the box over to me. She even asked Savannah to tape the side of the box because it was ripped. After looking for tape at her register, Havannah had to walk a whopping ten feet for tape. As she struggled to find the beginning of the tape she voiced her displeasure, telling her co-worker "I'm not doing this for every customer!" At that point I offered to do it for her. I boxed my items in the cart and finally walked away from the "Can't Do" Attitude Smart and Final. Both the manager and cashier need to lose the "Can't Do" attitude and appreciate how lucky they are to have a job!! read more

This is a well kept store and We like coming here. Is not just a big box store it's a super market.The Meat ,Fruit and Pastry are always fresh. The store has everything most stores have. The workers are always friendly and helpful. Plenty of parking all around best time to come here is early morning or later evening. Good store. read more

HORRIBLE experience. Won't even go into details. I will make it my priority to never return to this store.

These guys have always been amazing and a staple to my family , thank you all for doing an amazing job . You are appreciated and loved . Seriously thank you read more

I come here about once a week. Good items at reasonable prices. Of course they don't have everything so this is my second choice store. One of the things they have here is Rotisserie Chicken which is the go to food. You can make so much with it. There is always plenty of parking. read more

Money talks and BS walks. I will drive across the street and spend my money at Vons with that CR comment. Hey Jackie and George come and clean up this miserable store. N/m probably retired after 20 plus years. Good riddance. read more

I really like this store and the staff, especially Sara! I am so happy that it opened after the previous grocery store went out of business. I think their vegetable and fruit are great prices. I also love their roasted chickens and their bulk food items. The only thing I wished they would change is to get low-fat ice cream. I can't have whole milk ice cream and wish they would add it. I have to leave this store and go to Vons and Ralphs to get low fat or non fat ice cream. I did mention this to a manager a few weeks ago and I hope they do something about it. read more

I've lived in San Pedro for a year and this is the third grocery store to be in this location and probably not the last. My first visit was great, the store was clean and staff helpful. No long waits like at Von's next door. My second visit not so great. I was purchasing two items and when I go to checkout there is only one cashier. . . With a line of 15-18 people. Nope. Sorry. As much as I dislike the staff at Von's at least the long lines are shorter there. read more

This is my usual go-to store because of the bulk packaging for some items. The store is always clean, the customer service has always been great in my experience and they have the basics. My only complaint is that the pricing labels are bit confusing, there is bulk, single and then members pricing? Aside from that, all good. read more

We love smart and final on 25th street! I'm so happy to see marylyn back as a manager she's awesome keep up the great work!

This is way better than the 2 stores before. Lots of variety and amazing service. It is the grand opening and the prices are low. The emloyees are new so they don't know much, but for the first day it is great. read more

See all

I went in today for a very unexpected reason. The store was pretty quite and I asked for assistance from the lady at the register. She called her manager and he took his time to help me, when it had nothing to do with groceries, etc. it was a very random favor I asked of them. I didn't catch their names, but to the two ladies working the registers today (around 5:30 pm) and the manager on duty, thank you for your time and kindness read more

I am so disgusted by the customer service I received tonight. I was waiting in line with 3 #10 cans in a cart. I was on an emergency errand for my restaurant and in a rush. When I reached the register, I realized I had left my card in the car. I asked the girl at register #1 around 4:55 pm (red shirt, black rimmed glasses, hair tired up) if she could skip me for a moment so I could get my card. I left the cart at the front and came back before she was even done with the guy that was behind me. My cart had already been removed and she purposely ignored me as she went to the next customer and left me just standing there. I asked her if she could check me out. With an ugly attitude she stated she had a line and rolled her eyes. She then ignored me. Because my cart was gone, I literally had to pick up 3 number #10 cans while I have tendinitis and go to a separate line. I really hope you guys retrain this person because this is not what customer service should be like. This makes me not want to ever shop here again. Edit: I had the general manager call me and resolve the matter. Really appreciated the quick resolution. read more

I love shopping at this Smart and Final! Great customer service and the roasted chickens are a thing of beauty...so good. We have at least once a week. Love the checker Deanna, she's my fave! read more

A fantastic grocery store. This smart and final is one of the best supermarkets I've seen. They have all the items of your typical grocery store plus all the extra for example incredible array of cleaning supplies like breaking bad type lol, they also have all kinds of containers for food and soups and salads. What a great place I could do my grocery shopping and also get the supplies for my business. It's all in one. That makes shopping efficient and fun. read more

Smart & Final Extra! - Grocery Near Me - San Pedro, California

See all