Complaints

This profile includes complaints for Giant Food Stores, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Giant Food Stores, LLC has 23 locations, listed below.

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  Giant Food Stores, LLC

  1149 Harrisburg Pike Carlisle, PA 17013-1607

• 

  Giant Food Stores, LLC

  1600 Nay Aug Ave Scranton, PA 18509-1868

• 

  Giant Food Stores, LLC

  1411 Old York Rd Abington, PA 19001-2710

• 

  Giant Food Stores, LLC

  2641 Shillington Rd Sinking Spring, PA 19608-1757

• 

  Giant Food Stores, LLC

  1250 Cocoa Ave Hershey, PA 17033-1714

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:10/23/2023

  Type:Delivery 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 walked to the Giant Foods which I have shopped for the last three years. At the deli I ordered a pound of meatballs. The meatballs tasted bland. I threw it away. I have ordered other foods from the deli before. I do not understand why the quality was so poor. I would like the recipe changed. It is German meatballs. ************ Ingredients MEATBALLS 1 cup minced onion 2 tablespoons salted whipped butter 1 teaspoon salt 1 1/2 pounds ground pork or beef 2/3 cup breadcrumbs 2 teaspoons anchovy paste or 5 anchovies, mashed 1 teaspoon Worcestershire sauce Zest lemon 1 tablespoon chopped parsley 1/2 teaspoon white or black pepper 2 eggs SAUCE 1 quart duck, beef or veggie broth 3 tablespoons salted whipped butter 1/2 cup minced onion 3 tablespoons flour 2 tablespoons capers 2 tablespoons parsley 2-4 tablespoons sour cream Salt and black pepper to taste Instructions Carmelize the onions by frying them. Mix all the ingredients. Place meatballs in broth on high. Once the broth boils, reduce heat, and remove the meatballs. Keep the broth. Set aside both in a dish. Cover with salt and parsley. I feel this recipe would add flavor and texture so that customers would really enjoy. I hope you found this recipe as I have enjoyable. Thank you, *************************

  Business Response

  Date: 10/30/2023

  We are sorry to hear of the customer's experience with the meatballs purchased from one of our stores. We sent the customer an email on 10/24/2023 to obtain the store location and have not received a response. We sent a second email today. 

  Customer Answer

  Date: 11/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I never received any communication from Giant Food customer service.

  The address of the Giant Food Store is ***************************, Bethesda, MD.

  I would like a refund of the purchase.

  Regards,

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

  Business Response

  Date: 11/07/2023

  The store manager has connected with our customer and will be taking care of her, as well as sharing her feedback to see if the recipe can be changed.  Thank you!

• Initial Complaint

  Date:10/21/2023

  Type:Delivery 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 10/21/23 PLACED ORDER ON LINE GIANT FOODS FOR PICK UP. GIANT OFFERS POINTS WHICH CAN BE REDEEMED FOR FOOD, GAS, ETC. GIANT REQUIRED SPEND $140 TO GET ADD'L 510 BONUS PTS. I SPENT $158. Order picked up Giant staff replaced some with lower cost items or items were out of stock. Bill reduced $127.42. I requested to be allowed to buy additional item of NY Strip Steaks again which had cost $17.66 when ordered today. I was denied the right to buy additional anything to bring cost back up. I was later told Giant would not honor 510 point bonus either as I did not meet protocal. I was switched back and forth on multiple phone lines and I was literally given all sorts of numbers which I was on hold for over 30 plus minutes only to be transferred again. I spoke to a girl ****** who was in Loyalty Dept and others It was horrible and customer service was poor. One time I was number 39 waiting in line only to be transferred back to ****** who has transferred me before. I did not cause problem. I ordered as required. It is not my fault Giant did not have items or changed to lower priced store brands. I should have been handled differently and this matter was not addressed professionally.

  Business Response

  Date: 10/30/2023

  We are sorry to hear of the customer's experience with their bonus points. We emailed the customer n 10/30/2023 and added the points to the customer's bonuscard and coached our associate who they spoke with on how to better handle these concerns in the future.

• Initial Complaint

  Date:10/20/2023

  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 do grocery pick-up since I have MS. I usually go to the Whitehall store but I switched to the ********* store and realized my flu shot was in Whitehall and canceled my order and put in a new order for Whitehall store. When checked out it said ******************* in ********* not Whitehall store. I WANT MY LOCATION SWITCHED ASAP, This is ridiculous. Cancel my account and make me a new account if this cannot be fixed by Monday.

  Business Response

  Date: 10/30/2023

  We are sorry to hear of the customer's experience with our Pickup Service. Our delivery Team has identified and corrected the issue and we reached out to the customer on 10/25/2023 to make them aware of this and provide them with next steps. 

  Customer Answer

  Date: 10/30/2023

  It is fixed but nobody contacted me that this was resolved.  Also, I did call **** the manager at *********************** Giant and I spoke to **** and said I wanted to talk to a manager because everyone I had spoken to in over a week about this problem could not help me and everyone was clueless.  **** took this as an insult but after several phone calls and getting nowhere I thought a manager could help me.  Nobody in customer service knew of this problem and when I reported this problem to customer service people they should have been told about this problem.  **** could not help me and wanted me to call the 800 number at the bottom of the page.  The phone number was not and is not at the bottom of the page.  He was mad at me because I could not find the number and I asked him for the number and he was mad that he had to get it.  To find the number you have to click on something and then click again on something.  Put the number on the bottom of the page like **** thought it was.  I did see that you changed the zip code like I stated was incorrect.  When I called peapod after **** not being able to help me, **** in customer service understood my problem because he use to be in technical support and he was terrific and understood the problem and was not clueless and got it fixed because he reported it to technical support like no other customer support people could do correctly.  One guy had me so upset that I was crying.  When a customer has a technical problem that to me is not customer service (because they are clueless which is not an insult). That should be passed to technical support with people who can understand and fix the problem.  Over a week I was going through **** explaining things over and over to different people.  Nobody reached out to me when this was fixed like you stated in the response through the bbb.

• Initial Complaint

  Date:09/22/2023

  Type:Sales and Advertising 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.

  We received our orders online from giant order **********. The gallon and bottled waters had pin sized holes in them and slowly leaked onto our carpet for days in our closet.

  Business Response

  Date: 10/06/2023

  We are sorry to hear of the customer's experience with their order. Our Delivery Team has credited the customer and have also sent a claim over to our Insurance Company.

• Initial Complaint

  Date:09/17/2023

  Type:Customer Service 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.

  My compliant: On 9/17/23 Sunday at 11:15am store (373), location ******************************. district heights Manyland.. I rolled my grocery cart over to Cashier (******************) as she was ringing up customer items, a head of me. I turn and step over and grab organic beet juice walk back to my cart, (************************* *.) " Had someone to put the role up immediately on my cart after I turn away to pick up the beet juice. To my surprise of the cashier ****************** behavior, she yelled out boldly and loud to me I am close. I reply so you had someone to put this black role across my grocery cart. So, you and I know, there was not a rope oh wild, so you are rude and you're a liar. I walk over to service desk and ask for a store manager. The Manger **************************************, as she was walking up the cashier stopped the manger, before she could walk over to me the (cashier ****************angrily jump in front of the manager to try and cover up what she did by lying her register was clearly open, she simply didn't what to service me or anyone else. I was uncomfortable speaking with the manger because the cashier was pacing and walking back and forward. This angry rude disrespectful person has no business working in a customer friendly environment as Giant Grocery Store.

  Business Response

  Date: 10/11/2023

  We apologize for the delay in responding. Someone from our Store Management Team will be reaching out to the customer shortly. 

  Business Response

  Date: 10/23/2023

  We apologize for the customer's experience in our store. Our store management team has reached out to the customer and resolved the issue. 

• Initial Complaint

  Date:08/31/2023

  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 ordered a grocery delivery from Giant Direct. For the second time, the driver apparently dropped the order off at the wrong house. In calling Giant Direct, I spent an hour on hold waiting to talk to someone. When I finally was able to speak to a representative, she informed me that Transportation told her that the order was dropped off at our address. It clearly was not. She then said she would refund me for my order. I have zero evidence that happened, there was no email follow up to say it did. Then I requested to reorder the missing items. The total came to MORE than the first order which included several coupons that apparently I just lost and could not be reapplied to my order. They claim they placed the new order, but I didn't get a confirmation email about that either. There was no offer for a discount or ANY attempt to resolve this in a situation that would be fair to the customer. Giant Direct has the worst customer service I have ever encountered. This is the second time that they simply didn't deliver my items and they made no effort to resolve this matter in a fair way either.

  Business Response

  Date: 09/01/2023

  Customer reached out to our team around 1pm on Fri 9/1 and her concern was resolved. We are also reviewing proper procedures with our rep who originally handled the concern.

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair 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 think I filed the original complaint under the wrong GIANT BUSINESS, BUT ON 06/30/2023 I went to put air in my minivan after filing up my tank at the Giant in lusby, but the air machine was broken and I did not know, instead of pumping up my air, it deflated the tire. I was force to drive on the highway of STATE ROUTE 4, WHICH WAS VERY DANGEROUS with my two small children, I was attempting to find a gas station to put air. SinceI had to drive it farther then ideal because of the speeding traffic, my rim is damage as well. I called the store to file a complaint and get some assistance, its my only car and I can not afford to get it fix or replace the car, but I was denied assistance because the store claims it must of been a valve issues that deflated the tire during use? Which made no sense, the tire wasnt near flat when I drove into the parking lot,to this day the van is broken day. I have no way of fixing it .

  Customer Answer

  Date: 09/11/2023

  MY FULL NAME IS *****************************

  Business Response

  Date: 09/18/2023

  We are sorry to hear of the customer's experience at one of our gas stations. A claim was submitted to our Insurance Company who will be reaching out to the customer for next steps. 

  Customer Answer

  Date: 10/02/2023

  THIS IS LUDICROUS NOTHING HAS BEEN RESOLVED, THIS IS NOT OK TO TREAT CONSUMERS LIKE THIS..... 

• Initial Complaint

  Date:08/29/2023

  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.

  Was locked out of my account while trying to place a giant direct order (I shop giant direct alot from wind gap PA store). I called wind gap store customer service and they gave me hq/customer service phone number to call. Well at this point I called and spoke to 4 different reps and they told me they are not having technical issues so it's me doing something wrong. I have not been able to access my account for 3 days. I can't even access online store ad/circular. Just keep getting message TECHNICAL ISSUES TRY AGAIN LATER. My account worked last week just fine. Customer service treated me like I was bothering them and hung up without getting my online account working. I spend a lot of money at Giant but no one wants to help me. They basically told me clear cache and Uninstaller ap and then reinstall ap. That's your horrible customer service and IT Dept. Giant is close to my home that is why I go there but if my account does not get fixed I will shop elsewhere and close my account with Giant. I am sure ****, *******,and **** will gladly accept my business

  Business Response

  Date: 09/13/2023

  We have been in contact with ****************** to resolve her concerns.

  Customer Answer

  Date: 09/14/2023

  [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

  Date:08/23/2023

  Type:Product 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 for delivery 8/11/2023 (Order #**********). I never received the delivery, have requested a refund multiple times, and have since been charged $159.08. I would like a full reimbursement ASAP. I will never shop at Giant again.

  Business Response

  Date: 08/30/2023

  We have called the customer and left a voicemail advising of the refund, as they did not answer our call.

  Customer Answer

  Date: 08/30/2023

  [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 received the reimbursement. Thank you.

  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

  Date:08/15/2023

  Type:Service or Repair 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.

  For more than a year, I have been trying to remove a phone number from my Giant Food account. I have spoken with more than a dozen Giant representatives, including in-store, customer service, and technical support. Each time I do, I am assured that there is only one phone number (starting with ***) in my account, but each time I place an online order for curbside pickup, the store associates call a different phone number. 1. The call is being made to a number that I have asked not to have called. 2. Since I am have sole responsibility for grocery shopping in my household, calling anyone else is pointless. 3. This different phone number belongs to my Deaf partner, who is never able to assist them. After more than a year of fighting within their system, I tried to simply open a new Giant Food account. This was quickly flagged by their Fraud department as a duplicate account, rendering it unusable. Not understanding what had happened, I called their customer service line more than a month ago and specifically requested that both the old and the new accounts be completely deleted. The representative assured me that both accounts were gone. I waited a few days and then created a new account (my third, overall) only to have it also flagged by the Fraud Department.

  Business Response

  Date: 08/30/2023

  Customer has been called and a voicemail was left on 8/29/23 advising him that the account has been updated and that we have notated his account for the delivery team to double check the quality of the produce that is delivered to him.