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

  3926 Linden St Bethlehem Square Bethlehem, PA 18020-5846

• 

  Giant Food Stores, LLC

  6800 Richmond Hwy Alexandria, VA 22306-1704

• 

  Giant Food Stores, LLC

  3297 Crain Hwy Waldorf, MD 20603-4848

• 

  Giant Food Stores, LLC

  3935 Perkiomen Ave Reading, PA 19606-2718

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:05/16/2023

  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 am disabled and homebound so have to do all my shopping of every kind online via shipping or delivery. It is the only way my family gets supplies. On May 6 I placed a delivery grocery order for May 7. It was supposed to be contactless delivery. However, the driver refused to leave the groceries unless I came to the door. I cannot do that. So he took the groceries back and I had to fight to get money back for an order they never delivered. I spoke to customer service, they apologized and said a phone call should have been sufficient to leave the groceries and they did not need to see me. She said I should place another order. So I did. I placed an order May 11 for a May 12 delivery. This time I chose the 'unattended' delivery option where they were supposed to leave all the groceries in a 'pea pod' bag. It is an insulated bag that is said to keep stuff for over 4 hours. Every email, confirmation, etc that I got told me about the bag and how long food would be fresh. Delivery gets here and NO pea pod bag. The groceries were just left in grocery bags on my porch. $300 worth of groceries just sitting out there rotting because the guy did not bother with the insulated bag. I talk to customer service and they say they don't offer that service. Clearly they do. It is an option on their site and they have a whole page about it. So 2 orders. No groceries. Finally customer service said they would give me my money back. Instead they not only did NOT give me my money back but they charged my account a second time overdrawing my account. How is this acceptable. This is blatant fraudulent advertising and theft from a customer. No one authorized a second transaction and I was supposed to be getting a refund from the first. They took double. I got nothing but rotten food. Not ok.

  Business Response

  Date: 05/31/2023

  We are sorry to hear of the customer's experience with online delivery orders. We have reached out to the customer and informed them that the refunds have been processed for their orders, and we are working to remove the pod bag option from our website, as those are no longer available. 

  Customer Answer

  Date: 05/31/2023

  [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:
  An 'I'm sorry' and then returning money they stole from me isn't enough. My family went hungry for the 2+ weeks it took to get my money back. How does it take that long to get your money back for things you never got and how on earth did they get the authorization to charge an order from the week before that THEY canceled? How is that appropriate???  They took everything I had and overdrew my account. We could not get more food.  I could not pay some bills because they stole my money, so no, 'refunding' stolen money is not enough.  We had to beg for help with food. What your company did and put my family through cannot be fixed with an oopsie so sorry. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/15/2023

  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.

  The Giant Brand frozen Cod filets are horrible. Fish filets should be flattened to ensure proper cooking. The cod Giant sells are as thick as a brick and only a couple inches long and wide. This ensures that the cod does not cook well. Hard as rock on the outside but still cold on the inside. Its so thick that only the outside of the fish will cook and leave the rest still frozen/cold. But cooking it long enough to ensure the inside is properly cooked means the outside will be chewy and hard as a rock. Disgusting. Fix this issue or stop selling it!!!!!! I've wasted too many pieces of cod and now I consider Giant to be stealing from me!!!!! Thieves!!! Learn how to properly package fish. Disgusting company stealing from its customers. My hard earned money wasted because idiots cant package fish correctly.

  Business Response

  Date: 06/01/2023

  We have reached out to the customer on 2 occasions to ask for the upc code from the product, as well as the store location, and have not received a reply from the customer 

• Initial Complaint

  Date:05/07/2023

  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.

  Arrived today 5/7/2023 at 4:45 pm at Giant meat counter. Took number. My number was 127 and they were on 120. Finished shopping and came back to check at 4:50 and 4:55 and then just stood at 5 pm. Still at number 120. Waited and waited. Spoke to two customers to find out if they were being helped. They were number 125 and 126 and both stated had been there for 20 and 23 minutes without service. Waited till 5:20 and still at 120. ********* ***** *** lady at counter not helping customers (she saw the long line and just very slowly kept cutting cheese presumptively for later) and 1 person back there only working. Both customers 125 and 126 gave me their tickets and left. Prior to leaving, they said "Good luck, this is the usual service. You can go to another store and get lunch meat faster." I asked if this had happened prior (new to this store as not in my residence and never really come here). They said the meat service counter people ignore and just move at snails pace till line gets shorter as people leave. I am a physician and away on conference this week so I needed the lunch meat and decided just to wait. At 5:25 pm, I made a fuss and I stated that the service was too slow and customers were leaving. We had waited now for over 45 minutes and still no service. Told they were short staffed. I said angrily, "that is not an excuse, other Giant stores and other stores in general move way faster." I was told to go to another store. Now I was irate. I told them they gave horrible service. The ***** *** ********* lady called the manager. The manager came and stated that they were short staffed. He did not offer an apology or just offer to take orders. Finally, the only young man working finished. He said number 121, 22, 23, and all had left. He stated 124 and she was there. I held 125 and 126 and 127 ( my number was 127). They lost 5 customers who wanted to order. The shift manager and the two employees did not care. What horrible service? You honestly do not care about your clients. This is sad.

  Business Response

  Date: 05/19/2023

  We are sorry to hear of the customer's experience. We have reached out multiple times to the customer to provide us with the store location that this occurred at and haven't received a reply back.

• Initial Complaint

  Date:04/26/2023

  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.

  On 10/11/2022 I visited the Giant (Store ****) located in Dunkirk, MD. I purchased several grocery items and then (1) gift card for an amount of $40.00. I paid for all items with my credit card. On 11/1/2022 my husband attempted to use the gift card that was purchased and was unsuccessful. He was told that there was no money on it and that the gift card was never activated. I contacted Giant in Dunkirk later that evening (11/1/2022 at 9:20 pm) and spoke to ***** who advised me that she was the store manager. She advised me that she would speak to their bookkeeper (*****) the following day and that I would receive a phone call back first thing in the morning. I never received a phone call and so I called Giant on 11/2/2022 at 2:45 pm to follow up. I spoke to the front end manager (a female) who didnt advise her name and she told me that it wouldnt be a quick process because there were 21 registers to check. I gave the manager the exact date, time, description of my cashier and location/approx. area of the register that I checked out at. I also gave my exact receipt total ($120.31) that was paid using my credit card. As of today (4/26/2023) I have not heard anything back from Giant. The business committed to provide me with an answer/resolution and has failed to do so. The business has not tried to resolve the problem. Thank you!

  Business Response

  Date: 05/31/2023

  We are sorry to hear of  the customer's experience in one of our stores. The store management team has reached out to the customer to resolve the issue. 

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair 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.

  For 3 weeks I have not been able to use a resource that Giant food promotes,reward points. I do most of my shopping by looking at what is available to earn reward points and they had a system upgrade and this will be the third week I have not been able to use my application on my phone to choose which items will earn me bonus reward points. That's usually how I shop. So I called a week and a half ago I've talked to two people in customer service in the last 3 days and they tell me that there was an issue they escalated the issue hundreds of people are experiencing this and their IT section would take 3 weeks to fix it. That is ridiculous. That is false advertising telling us we can use this application to earn points and to choose which items we want to purchase and they don't make it available. There's two items normally there is five or six. I called on the 17th of April and asked upper management to please call me. They have never done that I called again today the 19th of April and it requested the same thing They still haven't called me. The representatives say there's hundreds of people going through the same thing I think that if they're going to advertise earn reward points they need to provide a way to do that and they're not. I would like something done about it and it should not take 3 weeks to fix. I have since stopped shopping at Giant because I can't choose the items to buy and they're losing lots of money from me and imagine all the other people that are going through the same headache. Why initiate a program that doesn't work and lied to the customer? They didn't even tell us they were doing this I found out accidentally. Every Thursday they should be loading new items available to earn rewards on and they have not been doing it. I am very disappointed and feel let down because they're customer service representatives basically laugh at me and have no explanation of what to do just say hundreds of people are going through it and they're aware

  Business Response

  Date: 05/17/2023

  We apologize for the customer's issue. We have reached out to the customer and the issue has been resolved.

  Customer Answer

  Date: 05/18/2023

  [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:04/23/2023

  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.

  On 4/17 I bought gluten free bread from Giant Foods. When I got home I noticed the bread I bought has mold on it. I DMd Giant the same day to let them know and they said they would have someone contact me and issue a full refund. No one reached out so I DMd again on 4/21 to let them know and still no one has reached out to give me that full refund.

  Business Response

  Date: 05/19/2023

  We are sorry to hear of the customer's experience. Our store management team has reached out to the customer and resolved the issue. 

• Initial Complaint

  Date:04/18/2023

  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.

  We have used Giants direct many times and not once have we ever received all the groceries ordered. I am going to say about 20-25% is out of stock every week. Yet when someone from the household has to drive there again because its something we really need 9 out of 10 times there it is .. sitting on the shelf! We have also received damaged things and food that expired the same day. They dont always answer when you arrive and check in so you just go in the store to pick up the groceries anyway. The really hysterical part (other than not getting 1/4 of what you ordered) is there is a box where you can slide the circle to not get substitutes or get them. A lot of times if you let them substitute something you will always end up with unsweetened food. ALWAYS! I never purchase unsweetened tea, yogurt. *****, pudding you name it but there it is in my bag. Like I said I dont have something like chicken that I was planning on making that same day (along with 15 other things) and gee.there is the chicken AND the tea I ordered with sugar right there on the shelf NOT OUT OF STOCK! They have charged for things not received and you get the privilege of calling giants direct to get a refund. I understand that some things can be out of stock but I think a lot of times its just being lazy. I also think that their substitutions are them being jerks. Giants should hire people who about their jobs.

  Business Response

  Date: 04/25/2023

  We are sorry to hear of the customer's experience. Our Delivery Team has reached out to the customer and resolved the issue. 

• Initial Complaint

  Date:04/15/2023

  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.

  Hi I have a complaint about giant I didn't know that I what I use I was trying to use my food stamps and I thought it covered it I have enough but also went towards my credit card so I would like to have my money back

  Business Response

  Date: 04/27/2023

  We are sorry to hear of the customer's experience. Our delivery team has reached out to the customer and resolved the issue. 

• Initial Complaint

  Date:04/10/2023

  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 purchased 3 packs of-8 piece fried chicken previously hot and they transferred to cold case. 2lb Amish potato salad and macaroni salad. On Friday Apr 7th. After we ate we had vomiting, diarrhea, stomach cramping, fatigued and had chills. My family suffered with this till Sunday morning. I had food poisoning before and this was the same. Saturday I called the giant in thorndale and informed them . I was told to bring it back for a refund I responded there is nothing to bring back. I was told without a product and receipt she couldn't couldn't give refunds. I want reimbursed for the groceries I purchased and 3 days of missed work.I also texted the corporate office and got no response.

  Business Response

  Date: 04/11/2023

  We are sorry to hear of the customer's experience and apologize for any inconvenience this may have caused. The store manager has reached out to the customer and also filed a claim with our Insurance Company who should be in contact with the customer in 24 to 48 hours.

• Initial Complaint

  Date:04/07/2023

  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.

  When opening a freezer door, two 2 gallon containers of ice cream (on top of each other) fell out and hit me on the bridge of my nose. when checking out, I mentioned it to the employee who said “ oh I’m sorry”. I did not realize that I had blood on my nose until I arrived home. I immediately called the manager & The store put me on hold three separate phone calls for an average of 15 minutes & on 3rd call *****, Mgr. Eventually picked up. He immediately attacked me for not calling him sooner when I had been on hold for over 30 min! He said his phone was dead because “ I do not check my phone every minute &!found it is dead! I found him defensive and arrogant. Never wants to do ask if I was OK if I was seeking medical aid and if there was anything he could do. Nothing! I called soley to prevent someone else from being injured but am now considering an attorney. The store Manager could care less. He attacked me for being injured and I will not shop there again.

  Business Response

  Date: 04/17/2023

  We are sorry to hear of the customer's experience in our store. We have reached out to the customer to obtain more information so that we can involve the appropriate departments. 

  Customer Answer

  Date: 04/17/2023

  [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 have not heard from any employee of Giant, not even to inquire about the Injury!
  Regards,
  
  *******************************
  

  Business Response

  Date: 04/28/2023

  We are sorry to hear of the customer's experience in our store. Our store management team has reached out to the customer to resolve the issue.