Business Profile

Grocery Store

Giant Food Stores, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

173 total complaints in the last 3 years.
64 complaints closed in the last 12 months.

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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:01/26/2023
Type:Delivery 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.
On Jan 21st, 2023 I had groceries delivered to my home, around 4PM via Giants Pea Pod delivery service. Upon going through my bag I noticed I did not get a receipt for my items. On around Tuesday the 24th of Jan I reached out via Giant's online Chat system seeking a physical receipt to be mailed to be or for me to pickup at a nearby store. I spoke with three different reps via this chat system. The First was ******, the second was ******** and the last was a ******************** received three different answer with ******* finally telling me it would be mailed to me. The next day Jan 25th a manager called me to inform me that the warehouse that prints the receipts had a massive failure and it was impossible to get me a receipt at this time but she would try and was supposed to call me back today the 26th with an update. She did not give me a contact number for me to reach out, I would like a physical receipt mailed to me for my Jan. 21st order, this is a service they still offer and are refusing to provide for some odd reason even though they messed up and did not include the receipt. They have told me I can get it online but I need a physical copy for my record. Yes, I am one of those people who keep physical paper receipts for records. So the company will be able to locate my account here is my Giant rewards card number ************ and my order number was **********. All I need to complete my order is a physical receipt so I can verify I was charged correctly.
Business Response
Date: 01/31/2023
We are sorry our customer has not yet received the requested receipt. The receipt was mailed to the customer on Monday, January 30. 2023, and our customer should have it shortly. If our customer does not receive it in the next few days, please let us know and we will be happy to resend. The receipt was mailed to the address on file for the online account.
Customer Answer
Date: 02/01/2023
[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. I will note that I would not have had to file a complaint if they had communicated with me during this process, a mentioned I spoke with three different associates and received three different responses. Then when speaking with a supervisor they gave me another story. I am glad that they overcame their systemwide issues that was told to me and mailed me a copy of my receipt.

Regards,

***************************
Customer Answer
Date: 02/10/2023
[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:

---------- Forwarded message ---------
From: ******* ****** <****************@*****.***>
Date: Wed, Feb 8, 2023 at 7:33 PM
Subject: Complaint ID ********
To: <[email protected]>

Good Evening,

I am reaching out instead of creating a new complaint for the same issue regarding the complaint I filed. I was told I was getting my receipt in the mail and it’s now been now been over a week since they mailed it. I accept the outcome since they said they sent it but they said if I don’t receive it to reach back out. I have no way of reaching back out to them so I can get my receipt from my order. Can you assist in this matter? When I have reached out to the company before the complaint I got the run a round so I’d prefer not to call them again if I don’t have too.

Best,
*******

Regards,

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

Business Response
Date: 02/10/2023
We are so sorry our customer did not receive the invoice requested. It was taken to our mailroom on 1/31 for delivery. We have spoken directly to our customer to confirm the address and we will be sending another invoice in the mail certified. The customer indicated that he would not close the case with the BBB until he received the invoice, but we wanted to reply with the resolution. The receipt has also been emailed although our customer wants a hard copy.
Customer Answer
Date: 02/21/2023
[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. I received a call from a manager at Giant informing me of the receipt sent by certified mail, I went to the post office to retrieve it and they did not have anything for me. However, I did receive on Saturday what I believe was the first receipt they sent out. I believe they sent it out again but with the mail system it was just lost somehow, anyways I have received the receipt and thank them for sending it to me after the confusion with the associates and first manager I spoke with regarding this issue.
Regards,

******* ******
Initial Complaint
Date:12/20/2022
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.
Transaction Date: 12/16/2022 Amount: $221.61 Grocery order for pickup I placed a grocery order for pickup on Friday evening. The store called and said their system went down and they could not fulfill the order and once the system came back up, they would cancel the order. My bank account is still showing the transaction as PENDING as of 12/20/2022. I've called ********, several times, and they said the order was cancelled and there is nothing they can do. I've also called my bank (******), and they said there is nothing they can do either. I just want my money released from the PENDING status. I need this money now.
Business Response
Date: 12/20/2022
We are sorry for our customer's concern with her account. A member of our ecommerce team indicated that they have spoken to our customer today to explain that the amount pending is the preauth process and that it was released on our end. Unfortunately, we do not have any control over how long it takes for the banks to release that pre-authorization and we suggest that the customer work with the bank to release those funds. We did also did try to reverse the preauth just to be sure it was done, and the authorization is not found in our system anymore
Customer Answer
Date: 12/22/2022
[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 ********. As of this morning 12/22/22, I logged into my bank account and the hold on my funds is finally gone, so, I find that this resolution is satisfactory to me. The most frustrating part about this whole thing was I did contact both parties involved in this transaction, ******** and ******. Both parties kept telling me the same thing, that there was nothing they could do and it had to be taken care of by the other party. So, basically, both parties just washed their hands of it and I was left $221.61 short in my account. I guess I'll never know if this resolved on it's own, or if filing this complaint helped in any way. The reason I filed the compliant against ******** was because that is were the transaction originated from and felt they should have been the ones to resolve it.

Regards,

*************************** (********)
Initial Complaint
Date:12/19/2022
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.
Twice I used the deli order ahead feature on the app. The first time a pick up was at the ***************************************Carlisle, PA 17015 location for a time between 830pm and 9pm. I get to the store after work and I walk around and see NOTHING that I ordered. I never even received a text. Figure they forgot to send it. But apparently my order was not filled. Then on December 19th I placed ANOTHER deli order on the app for the same time frame but this time I was going to the *****************************************Carlisle, PA 17013 location. I get to the store and AGAIN my order was no where to be found! Even though this time I got a text. Stating my order was ready. Is giant going to refund me the gas I wasted driving to these locations??? Because I specifically drove to both locations on two separate days to get my deli order that I placed on the app and my orders both times were not fullfilled! It was a waste of my time and gas!
Business Response
Date: 12/28/2022
We are sorry to learn of our customer's concerns. A member of our store leadership team has attempted to reach out to obtain more information and to apologize personally. A voicemail was left asking for a call back. We encourage our customer to reach back out to the store.
Customer Answer
Date: 12/28/2022
[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:
NO ONE CALLED ME. That is a LIE! Because this business did not leave any voicemail.

Regards,

***************************
Business Response
Date: 12/29/2022
We are sorry that our customer is dissatisfied with our reply. Our store management team has reached out three times and had to leave a voicemail each time to the number provided on the complaint sent over by the BBB. To date, we have not received a call back to resolve this for our customer. We encourage our customer to return the call so we can resolve this. Or if there is a better number to reach our customer on, please let us know...
Customer Answer
Date: 12/30/2022
[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:
You could also use EMAIL to contact me. Which is a quicker more effective way of contacting me. I just wont be shopping with this company snymore.

Regards,

***************************
Business Response
Date: 12/31/2022
We are sorry our customer is dissatisfied with out attempts to resolve her concern by phone. The assistant store manager has now followed up with an email to our customer to hopefully get this resolved, but has not heard back from our customer as of yet. We are anxious to resolve this and are hopeful our customer will reply to the email.
Initial Complaint
Date:12/17/2022
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.
I am a Peapod customer. Your driver parked in the handicapped spot in front of my house. He broke the law. Your drivers keep parking in the handicapped spot in front of my house. They are violating the law. I have called your customer service and was assured that this would not happen again. Well, it happened again. I cannot believe these are the types of people you hire: basically criminals. I cannot believe that I will need to have a Police officer present the next time Your Groceries are dropped off at my house so that they can deal with your drivers' illegal activities outside of my home. Apparently this is what I need to do and be forewarned that the police will be waiting for your driver the next time you drop Groceries off at my house. STOP PARKING IN THE HANDICAPPED SPOT IN FRONT OF MY HOUSE LOCATED AT ** **** ********* ******, SELLERSVILLE, PA.
Business Response
Date: 12/20/2022
We are sorry to hear of our customer's concern. We attempted to reach out to the customer by phone but had to leave a detailed voicemail advising we have reported the driver to their direct supervisor so they may be dealt with accordingly, and that we understood the need for police involvement if a law is being broken, but to please also call us if it does happen again.
Initial Complaint
Date:12/10/2022
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.
I was food shopping at the levittown Giant on New Falls Road and the customer service there was horrible. The manager that was on at the time whose name is **** was so rude and ignorant and made me feel terrible. He did nothing to try and help or solve my issue.
Business Response
Date: 12/19/2022
We are so sorry for our customer's experience in the store. We take this matter very seriously. The store manager as well as the Customer Service manager have both attempted to contact our customer via phone and had to leave a voicemail. To date, they have not heard back from our customer. We encourage our customer to return the call so that we can apologize personally.
Initial Complaint
Date:12/01/2022
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.
Giant Food has been charging my **** card $10/month for many months. I do not know what this is for and I have been unable to speak with anyone who can help. It's enraging.I have been sent on wild goose chases on the phone and on line. No one can help. All they say is contest the transactions with ****. Well, I have, and they issued me a new card. Despite that, the charges continue.Please help me figure this out. I do not shop online with them.If they think I am shopping online, they're wrong. In any case, a recurring transaction should be visible to me and I should be able to do something about it. I want no more $10 charges!!!Thanks.
Business Response
Date: 12/21/2022
Back to the BBB: We are sorry to learn of our customer's concern. An email was sent to our customer December 19, as more information is needed to research this issue. We were able to confirm that the charge is not coming from our eCommerce side of our business, but without more information, we cannot start looking into this. We encourage our customer to please reply to the email so we can get this resolved.
Initial Complaint
Date:11/16/2022
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 11/10/22 I purchased stamps from customer service at the Giant at 2323 Forest Drive, Annapolis, MD. My account was debited $12.00 and then my bank account was debited a second time for 12.00. On 11/13 I paid for a prescription in the Pharmacy . The amount of the prescription was $38.16. My account as debited twice for 38.16. I visited the store on Tuesday, 11/14 to obtain a credit for the improper charges. I was not well- received. The person in customer service couldn’t find the “ discrepancy form” and was not very optimistic about the issue. I then asked to speak with the manager who did find a form and helped me fill it out but was not enthusiastic about quick resolution. He asked me if I had talked to my bank, etc. He said he would file the form for me and I would hear back in two weeks. I do not have any confidence that anyone will contact me within two weeks. I have been overcharged $50.15. I’m a senior on a fixed income and the lack of concern is inexcusable. Please help me get this resolved quickly! Thank you.
Business Response
Date: 12/02/2022
We are so sorry to learn of our customer's concern. The District Director for the store has touched base personally with our customer to apologize and to make our customer whole.
Initial Complaint
Date:11/06/2022
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.
Complaint relates to the flexible reward points and how their algorithm uses/deducts the points when the customer redeems them for rewards (such as gas rewards). Flexible reward points have an expiration date of 30 days and are lost if not redeemed before then. I have noticed in the past that when I redeem my points for gas rewards (100 points for 10 cents off a gallon) that Giant does not use up the oldest points first that are soon to expire. For instance, recently I redeemed 200 points for 20 cents off a gallon gas rewards. Before redeeming the points my point balance had expiration dates that looked like this: Points expiring on November 5:37 Points expiring on November 12:66 Points expiring on November 19:129 Points expiring on November 26:46 After redeeming the 200 points my balance looked like this: Points expiring on November 5:32 Points expiring on November 26:46 So instead of using up the points that expired first, I was left with 32 reward points that were still set to expire in a few days. This is absolute BS and is akin to fraud as those 32 points should have been used up first and now they are gone. Giant needs to change the way that they redeem the reward points and refund all of the points that were expired even though they should never have reached their expiration date.
Business Response
Date: 11/21/2022
We are sorry to hear of our customer's concern. A member of our team has reached out to our customer directly.
Customer Answer
Date: 11/27/2022
[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:10/20/2022
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.
It.was June 14th and I went through self check out and right as it approved my purchase along with cash back if frozen. I spoke with many employees just to be told it wasn't on the list of transactions so basically I was short. I went outside for about 5 minutes to get my bank on the phone. Once I got someone on the line I walked back in just to be told everyone I spoke with just happened to all leave together so I had to explain it all over again as well as my bank spoke to the manager who was short had glasses and short ****** hair who apparently no longer works there when I called about a week ago. I'm then told to wait again. Mind you I had already been there an hour and a half for a candy bar and cash back. Ridiculous. I then got mad enough and left but my bank did reimburse me the money just for my bank investigation go get told by giant they gave me the money so I am negative that amount now.in my account nonths later. Its a lie as I never got my money in any way shape or form from giant. They basically scammed me for my money and doubled there profit! Not acceptable.
Business Response
Date: 10/28/2022
We are so sorry to hear of our customer's concern. A member of our store's leadership team has been in contact with our customer and is currently working with our customer to make her whole.
Initial Complaint
Date:10/19/2022
Type:Sales and Advertising 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 changed my email address recently and tried to update my Giant Rewards account with the new email. However, I could not and their system would not do anything so I had to call and spend nearly an hour on the phone trying to get the issue resolved. I was told by the agent that she would have to delete my existing account with the old email, then I could create an account with the new email and link my rewards account to the new account. However, after I created the account, I could not link my rewards card - I kept getting messages saying the card was linked to another account (sounds like my old account was not deleted). When I tried to requested that my card be removed from all places in their system, someone completely misunderstood what I was asking for and, while they added the card to the new account I created, they also reset my password (which I did not ask them to do). I also found that I cannot use my phone number as an alternate ID because it is still linked to my old email (which, as I noted above, was probably not deleted from their system). I am tired of calling them and then (after waiting a substantial amount of time on hold) having someone claim to do something, then not do it.
Business Response
Date: 10/27/2022
We are sorry to learn of our customer's frustration. A member of our leadership team has been in contact with our customer to apologize and get her all set with her account.
Customer Answer
Date: 10/29/2022
[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,

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

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Giant Food Stores, LLC is NOT a BBB Accredited Business.