ComplaintsforGiant Eagle Inc

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the store and purchased food and a 2 bunches of flowers. The flowers stained my expensive shirt. I contacted the store who which I informed the manager ****. He stated that he would pay for the dry cleaning but the dry cleaners could not remove the stain. He told me to send him the receipt but he could not reimburse me money for the shirt. Which is odd and I need to com back to the store and show a receipt for the item and be refunded in store credit.

  Business response

  10/30/2024

  October 29, 2024
  Better Business Bureau
  ****************************
  ******************
  

  RE: Complaint ID: ********
  
  This letter is in response to the complaint submitted by Ms. ********** ******** regarding a
  stained sweater. We have reached out directly to the guest to resolve this matter.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle

  Customer response

  10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.
  
  Regards,
  
  Brookelynne ********

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I created an account on *****************************, which is affiliated with Giant Eagle Inc., and placed an order on September 11, 2024. A few hours later, I received an email stating that my order was canceled at my request, but I did not cancel this order.I reached out to customer support by phone, and they informed me there was a system problem. They placed a new order for me, but after a day, that order was also canceled, again with the same email stating it was canceled by my request, which is not true. As of today, October 8, I have placed several more orders, but all have been canceled.I want to emphasize that when I called, the support team advised me to update my payment method, which we did together, yet my orders continue to be canceled. Each time I call, I receive vague responses about a system issue and assurances that my order will ship soon. However, after a couple of days or even hours, I receive cancellation emails.I urge the company to take customer concerns seriously and resolve these system issues. It is frustrating to have orders canceled without clear explanations. I hope for a solution that allows my orders to be fulfilled as expected, without misleading communication.

  Business response

  10/11/2024

  October 11, 2024
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  RE: Complaint ID: 22394760
  
  This letter is in response to the complaint submitted by Ms. Abdulaziz Ulmasov regarding his
  experience with the Giant Eagle PETRx program. Our team has reached out to this customer
  directly to assist with their transactions.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 3, I was charged the regular price and not the sale price for an item. I emailed Giant Eagle at that time and was told I would have a $5 credit on my account. I also mentioned my account was incorrect, but they refused to acknowledge that let alone fix it. I have been back to ** several times and each time the promised $5 is not on my account. I check my mPerks account again and my purchases are still not in there, and I'm given some lousy excuse as to why the $5 wasn't available. Again I went on 9/27 and no $5. My account has still not been updated. The **** have ignored THREE emails about the situation. I have been cheated out of countless mPerks by ** over the past several months, as well as this $5 they promised over 3 months ago. I request the $5 I'm owed, plus months of shopping there, using my """Advantage""" card, and not getting due credits. These perks are the main reason I even bother with GE so to get screwed out of them is just ridiculous! My estimate is I spend approximately $250/month at **.

  Business response

  10/11/2024

  October 11, 2024
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  

  RE: Complaint ID: 22370851
  

  
  This letter is in response to the complaint submitted by Ms. Marissa Ross regarding her
  Advantage Card accounts and earned perks. Our investigation indicates that there were multiple
  advantage card accounts and that the promotional offers earned were received correctly. There
  were individual transactions made on different accounts that did not earn the $5.00 bonus perks
  for any individual account. To resolve this matter, we have merged all advantage card accounts
  and combined any perks previously earned on those accounts. Additionally, a courtesy credit
  was applied for one $5.00 bonus offer that was spread out among different accounts.
  If you have any questions, please feel free to contact me.
  

  Very truly yours,
  Giant Eagle

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have major concerns about the safety and quality at the location on Center Avenue in Pittsburgh. I have contacted the business serval times about their blocked exits in the evenings, they need to remove barriers and consider safety over all else. Additionally, the staff is not able to sustain the volume of flow in the evenings, resulting in exhausted employees and excruciating lines for customers (since the self check outs are not on, since the exit is blocked, since the security guards are more present with phones than store security) throughout the whole day, the checkout system can be a nightmare. I wasted a lot of time in the store recently and had to leave before I could be attended to in line, trying to purchase three items. The employees had no idea that they should look around. I have been noticing the service and quality slide at this store for months, and request that my wasted time is acknowledged. 39 years as a customer, this is the worst I’ve ever seen. I’ve decided to speak up because I believe that the company needs to do much better at attracting and retaining staff, considering the sky high grocery prices. Reconfigure the position of the security guard and unblock the exits for safety. Turn on the self checkouts so that the burnt out employees can get some help. If a corporate visitor came and saw what was happening from 9-11 each evening, they would not allow it to continue.

  Business response

  09/10/2024

  September 10, 2024
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106

  
  *** ********* ** ********
  
  This letter is in response to the complaint submitted by *** ****** ***** regarding the checkout
  line configuration.
  We would like to thank *** ***** for bringing this issue to our attention. We have forwarded her
  concern to the appropriate team for handling.
  We apologize for any inconvenience.
  Very truly yours,
  Giant Eagle, Inc.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, August 16, 2024 at 10:46 AM, I bought gas at the Ebensburg Get Go in Ebensburg, PA with a debit card from my bank, the Greater Pittsburgh Federal Credit Union. The bill was $46.01. I had $150 in my debit card account. It never occurred to me this wouldn't cover the transaction. On Monday, I checked my account. It was negative, and there was a $200 charge from the Ebensburg Get Go under the Temporary Authorizations and Check Holds! $200 to hold for a $46 gas purchase! How is this legal? Charging 4x the value of the purchase to hold it, even though I bought the gas on Friday morning, business hours! I have a regular charge to a gym that went through on Monday, August 19th, 3 days after I got the gas. Because of the negative value showing for my account, because of the Get Go charging $200 to hold my account to authorize for a $46 gas purchase, I got charged with an overdraft of $50 because of this! I get gas regularly at one of the Get Go stations in my neighborhood in Edgewood, PA. The purchase shows up on my bank statement under "Temporary Authorizations and Check Holds" for $1, not $200! I had no idea. This gas station doesn't have a sign saying, "we hold your purchase with $200 until it clears." I never would have used this card if I knew they held a gas purchase (!) with $200. My receipt also doesn't say anything about what I got charged, $200. My receipt says: "45.01 BALANCE DUE" " -45.01 PAID" (attached) It basically cost me double the price of the gas, $46.01 + the overdraft fee.

  Business response

  08/26/2024

  August 26, 2024
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106

  *** ********* *** ********
  
  This letter is in response to the complaint submitted by *** ****** ******** regarding a recent
  fuel transaction. With fuel transactions, Giant Eagle requests pre-authorization from the financial
  institution that issues the debit card. It is the financial institution who determines the amount
  that is preauthorized and places a hold on the account. Giant Eagle only receives the final
  transaction total, and it is the financial institution who removes the hold. Our investigation
  shows that the transaction was completed and charged successfully. Additionally, there are signs
  posted at the pumps which explain this process.
  If you have any questions, please feel free to contact me.
  

  Very truly yours,
  Giant Eagle

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Giant Eagle constantly sends you promotions to lure you their store and then fins a stipulation why you didn’t get their reward. I was sent a perk reward of 750 points if I make 3 qualifying purchases of over $46.00. I made 2, but the second one was disregarded because it had milk on it. There is no stipulation regarding any dairy product on my reward. They should have put that stipulation on my exclusions. The reward was activated as some of my coupons are and they don’t always get load to my receipt. They are poor at customer service. Customers are tired of the big print gives it to you and customer service takes it away. Since it is not in writing there should be no questions asked and customers are their business, the customer should be compensated for their mistake.

  Business response

  08/20/2024

  August 20, 2024
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  *** ********* *** ********
  
  This letter is in response to the complaint submitted by *** ******* ***** regarding
  promotional perks offer. This offer provided 750 perks after three qualifying purchases of $45 or
  more before September 1, 2024. The terms and conditions of the offer states that pricecontrolled milk products in Pennsylvania do not qualify towards this offer. Due to this product
  exclusion, the purchase on August 17, 2024 was $42.24 and did not meet the qualifying purchase
  amount of $45.00. Currently, *** ***** has made one qualifying purchase towards this offer.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Please see attached included on your promotion.  No where does it state that dairy products are excluded.  And when I click on the link giant eagle.com/myperks it only shows my perks.  
  
  Thank You.

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****

• Initial Complaint

  08/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Around 12:30AM on 08/12/2024 I walked in to the Get-Go Beaver Falls, PA 15010. Picked up a 5-hour energy drink, waited at the counter. No one was at the counter, I turned around to look for a employee, the lady at the kitchen turn off the lights in the kitchen, then begin to make food. I walked over to the employee, and asked if any one was working at the counter. She let me know that she can come over to ring me out. I went back to the counter, waited for some one to come to the counter. One counter said this lane is closed, another counter said I am in the bathroom yell for help, and another counter was open for self check out. I begin to look around for some that worked there no one was coming to the counter. The line behind me began to back up, the person behind me asked what was going on, I told him one one is here, the lady in the kitchen is not coming to over, and sign says I am in the bathroom yell for help as I pointed to the sign taped to the counter. After about 20 minutes or so, I went to the men bathroom to see if I can yell for someone no one was there. I felt unconfutable opening the women's bathroom to look for help, since the sign said I am in the bathroom yell for help. Since I could Not find anyone to help me check out, I took it I would have to use the self check out. But, I was wait to get cigarettes, so in between the registers was only a arm length to reach the cigarettes. I grab a pack and began to the self check out next to were I was standing. The lady yell across from the kitchen all the way to the check out, she said the police are now coming. I told the lady there one here I been here for about 20 minutes there 4 people waiting no one is coming, I was only using the self check out that's all. I was going to use my licenses for ID and pay with a card at the self check out. Then the lady came over with attuited about it. It seemed like the only thing I could do was use the self check out no one else was coming.

  Business response

  08/16/2024

  August 15, 2024
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  

  *** ********* *** ********
  

  
  This letter is in response to the complaint submitted by *** ***** ***** regarding a recent visit
  to one of our GetGo locations. We appreciate the feedback and apologize for this consumer’s
  experience. We have notified the district leader to review this complaint with the store
  leadership.
  If you have any questions, please feel free to contact me.
  

  Very truly yours,
  Giant Eagle

  Customer response

  08/19/2024

   [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The complaint arises from a specific transaction but sheds light on a wider systematic misleading of customers by Giant Eagle. On Wednesday, July 24th, 2024, we set up an online order through the Giant Eagle online app for pickup on the following day, Thursday, July 25th, 2024. Giant Eagle's app shows different products that are on sale. However, Giant Eagle's sales change at the beginning of every Thursday. On that Wednesday, we chose products that are on sale. However, as the order was only charged on Thursday when Giant Eagle employees picked up the groceries, all sales offered through the Giant Eagle online app when the order was made on Wednesday were almost entirely irrelevant. The order total was estimated at $65.25 on Wednesday, and we were charged $77.53 on Thursday due to the missing sales offered when setting up the order. That is also while removing two groceries from the original order during grocery pickup. We contacted Giant Eagle through their app, expecting someone to contact us. Instead, we received an email with a response about why the sales were not included. Our case number for the complaint with Giant Eagle is ********* Excerpt from Giant Eagle's response below: "Keep in mind that our weekly sales begin every week on Thursdays and last through the following Wednesday. Regardless of the time you place your order, the sales prices applied to your order will be the ones active on the day your order is picked up or delivered. Your final total will be adjusted and you are not charged until the day you receive your order." Giant Eagle may be right, and mentioning that issue on their website under FAQ. However, it is severely misleading to present sale prices well knowing they won't be relevant when the order is actually picked up. At least, Giant Eagle should clearly inform customers ordering through the app when a chosen pickup time will result in different prices due to changing sales.

  Business response

  07/31/2024

  July 30, 2024
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  *** ********* *** ********
  

   

  
  This letter is in response to the complaint submitted by *** *** ***************** regarding her
  order placed on our curbside app. When submitting an order, the app notifies the user that the
  price of the order may vary and provides the link to our Pricing Disclosure, which indicates that
  the order is charged according to the prices and promotions in effect at the time of pickup or
  delivery. We have included the Pricing Disclosure statement below.
  We have investigated this complaint and confirmed that the order was charged correctly at the
  time of pickup.
  If you have any questions, please feel free to contact me.
  

  Very truly yours,
  Giant Eagle

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On thursday july 18 2024 st 8:19a.m. I checked out of the frankstown road giant eagle. I purchased 26 items.i scanned my perks card before the cashier began ringing up my items. When i returned home i checked my receipt as i always do.not only had tge system not scanned my card into it.but i was overcharged on items.my activated offers were not on my account.andnthe wrong prices were charged.i immediately tried to contact customer support for giant eagle andbwas told i had to wsit 24 hours until my purchase was in the system,then contact customer support again. However i received an email requesting details which I provided. An hour later i received another email ststing the details need provided again.

  Business response

  07/23/2024

  July 23, 2024
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  *** ********* *** ********
  
  This letter is in response to the complaint submitted by *** ********* ***** regarding a recent
  transaction. We have contacted *** ***** directly to resolve the complaint.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle

  Customer response

  07/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ********* *****

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a gift card and it does not work. I was told to contact the card supplier. I spent 2 hours and 20 minutes on the phone with the card supplier only to be told I needed to contact another department. I left a message and was never called back. If you are going to sell a product, it is your responsibility to make sure it has value, despite your "all sales are final" claim. You can not rip people off and give people worthless cards and try to cover yourself with such language, that is unethical and in my opinion also illegal. The card number is **************** it is from HappyCards ************ happy cards.com they do not stand behind their product with any kind of reasonable product support. You should not sell this product.

  Business response

  07/26/2024

  July 25, 2024
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  

  *** ********* *** ********
  
  This letter is in response to the complaint submitted by *** **** ******** regarding the use of
  Happy Cards gift cards. We need additional details in order to properly investigate this
  complaint. Our Customer Care Department can be reached at 1(800)553-2324 to provide further
  assistance.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle

*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. ↩