Complaints

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

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• 

  Sheetz

  243 Sheetz Way Claysburg, PA 16625-8345

• 

  Sheetz, Inc.

  1639 Spring Garden St Greensboro, NC 27403-2334

• 

  Sheetz, Inc.

  1551 Glenn Center Dr Kernersville, NC 27284-0046

• 

  Sheetz, Inc.

  4736 US Highway 29 N Greensboro, NC 27405-9411

• 

  Sheetz, Inc.

  805 S State St Yadkinville, NC 27055-7757

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:07/06/2025

  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.

  Yes, I had revisited my local Sheetz location, Store #******************************************* on 07/05, and again my drink order was delayed by 15 minutes due to the chaos and staffing issues. I'm happy to report that at least the drive-thru was open, however that the side door was once again locked off. Thus, I am seeking credit for my drink being delayed per the attached receipt. Thanks!

  Business Response

  Date: 07/09/2025

  Dear Ms. **************** am writing in follow-up to Mr. ******** complaint wherein he indicated that he had to wait fifteen minutes for his drink. I was sorry to hear about Mr. ******** wait time and will follow-up with the store.  For his inconvenience, I will forward to Mr. ******* a gift card in the amount of $10. 
  
  I hope he will continue to be a loyal and respected Sheetz customer.  Thank you.  ********* ******

  Customer Answer

  Date: 07/10/2025

  
  
  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 accept this offer, and thank the business and trust that they are actively communicating with this location to ensure staffing and training...  Recent experiences at this Sheetz location have been better.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:07/06/2025

  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.

  We got to the store around 11:24 and placed our orders. We had 2 orders 239 and 224.we then cashed out at 11:35 pm. It took an hour to get the food. On order 224 the curly fries were cold and the one sandwich was made completely wrong. The meatball sub did not have pepperoni, the wrong cheese, and they added *************** to it, when that was not asked to be on the sub.

  Business Response

  Date: 07/08/2025

  Dear Ms. **************** am writing in follow-up to ***** Hunters complaint wherein ***** indicated that he had to wait and hour for his order(s) and then once received, they were cold and messy.  We are disappointed when we hear of these issues and are glad when customers reach out to make us aware.  This allows us to get better and improve our customer service to our customer. 
  
  I apologize for this issue and I am going to forward ***** four MTO coupons and a gift card for $25 for his inconvenience. Additionally, I am going to contact the store.  We appreciate Craigs business and I hope that he will continue to be a loyal Sheetz customer.  Thank you.  ********* ******/Claims & Litigation Manager

• Initial Complaint

  Date:07/05/2025

  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.

  Yes, on July 4th, 2025 I had proceeded to my local closest Sheetz Store #***, which I frequent all the time and have recently starting experiencing periodic service issues. In fact, per my Rewards account, I had also visited this same location earlier in the afternoon and was forced to come inside from the Drive-Thru to inquire about the status of my 3 drinks taking an extra-ordinate amount of time. I further had went to the same location this evening for my late-night frozen specialty drink mocha to help rest to discover that 1.) the drive through had been coned off, 2.) the line inside wrapped around, 3.) the shift supervisor (colored gal) more interested in taking money from the registers between two cashiers constantly depositing money away. Then another Patron had gotten the attention of the same shift supervisor which I could no longer remain silent about the status of my drink, the status of the line, the drive-thru closed off, and that she's more worried about depositing cash instead of taking care of the customers currently before her. Furthermore, this gal didn't even wash her nasty hands before preparing my drink and dipping into the ice container. Unbelievable! Lack of any preparation protocols. This location from all appearances seems to be mismanaged. Even myself being an unemployed Veteran could help manage this location better and would be obliged to offer my candidacy as its GM. This location needs to be better staffed and managed. It is currently midnight and I am forced to call this location out for what it is. I would further like to receive reimbursement for my delayed drinks earlier this afternoon at approximately 3:30 pm, and tonight's drink. Approximately $15.00 please. This location needs to learn to properly staff, and hold accountable. Because if I was either the Manager or Owner of Sheetz, this gal would be packing her bags home unemployed tonight! Customers come first!!!!!!!!!!!!!!!!

  Business Response

  Date: 07/09/2025

  Good afternoon - I am writing in follow-up to Mr. ********* second complaint.  I just forwarded a response.  This appears to be duplicative.  Nonetheless, instead of forwarding Mr. ******* a gift card in the amount of $10, I will forward a gift card in the amount of $15.  

  I hope this is satisfactory.  Thank you - ********* ******

  Customer Answer

  Date: 07/10/2025

  
  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.  For the record, this is *not a duplicate complaint, but simply the chaos at this particular Sheetz location.  Thanks!
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:07/03/2025

  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 paid money you would think I would get orders this Sheetz app failed to do either say my order wasnt completed when I know it was like to argue with me not polite very mean to me refuse to help me said to tell my bank I do not have a bank I explained not bank responsibility it is Sheetz to do refunds that that not right at all do me this way if there was money on my card which there is my card is charged my order went through if it didn't go through they would find a way to stop me from ordering so yes it went through they don't understand me at all can I please May I please get a refund please I ask nice I told them I report it I did this go to ************* Sheetz or Huntington one order was ***** one was ***** if order did not go through they wouldn't have shown on the App they showed up on app so someone is wrong here!!! ******************** my email address write back

  Business Response

  Date: 07/08/2025

  Dear Ms. **************** am writing in follow-up to ****** ****** complaint wherein she believes she is owed a refund.  ****** contacted Sheetz on June 27  and customer service emailed her back since she indicated she was having phone issues.  Nonetheless, at that time, ****** provided us with all her information pertaining to this transaction and we were unable to find a successful transaction was processed. In that same email, we advised ****** to contact the cardholder/bank and dispute the charge since we were unable to find a successful transaction. 
  
  Unfortunately,I cannot offer ****** a refund because we do not see that a successful transaction was processed.  I am sorry ****** had an issue and I hope that she can rectify the issue with the cardholder/bank.  Thank you.  ********* ******/Claims & Litigation Manager

• Initial Complaint

  Date:06/29/2025

  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.

  Ok,I'm trying to report a employee that has got me to my limit of flipping out. I have laughed and shrugged this off for way too long. Now I just want this business aware of this. There is an employee at the Sheetz on route 30 in latrobe,**. When she sees me coming to the register, she walks away and trys to find someone to wait on me. Sometimes so long that I'm forced to use the self checkout and then go somewhere else for smokes and gas. I have never done anything to this lady, she's got an accent and if I had to guess I'd say she's from ************** or *******. Her attitude is so unprofessional, embarrassing and rude as all he'll! If this complaint is read and action can be taken. Call me and I will get more specific. Like her name, and the exact address. She should not be working with the public.i know she alone has lost sheetz alot of money just from myself. Corporate management needs to be aware of employee's like this. Thank you sincerely ****** ********

  Business Response

  Date: 07/02/2025

  Der Ms. **************** am writing in follow-up to Jeremys complaint regarding an employee who apparently does not want to wait on him when he comes into the store.  This is an issue that will have to be followed up on with the store. 
  
  I have tried to reach ****** this morning and left a message so I could get to the bottom of the issue.  Please note that there are times when an issue may happen between an employee and customer and the employee will have another employee wait on them. However, there should never be a wait for the customer. 
  
  Please advise ****** to contact me at ************.  When he calls, please have him have dates and times ready so I can view video.  This will allow me to handle the issue appropriately.  Thank you.  

  ********* *******
  Customer Advocate/Litigation Manager
  **********************.

• Initial Complaint

  Date:06/28/2025

  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.

  Yes I placed an online order went to the store pickup spot my food was not there I waited 20min. And still no food so I asked the Manger on duty about my food he got and attitude and said it was stolen. And I asked if could remake it because I was on my lunch break. And again I received eye rolling and attitude he would not remake it he did eventually give me a refund but by that time my lunch break was over. I did not appreciate the attitude about the whole situation.

  Business Response

  Date: 07/02/2025

  Dear Ms. **************** am writing in follow-up to Isabels complain wherein she indicates that she placed an order, went to the store, waited for her food only to find that it was taken by another customer.  I am so sorry for the attitude she received from our manager. I was please, though, that ****** did receive her money back. 
  
  I will reach out to the store and talk to the management team about their attitudes toward customers.  I am sure ****** has been to Sheetz too many time to count and she knows this is not how we operate.  We most certainly will address this. 
  
  As a courtesy, I will send ****** a $20 gift card.  Thank you for making us aware and we hope that ****** will continue to be a loyal Sheetz customer.  

  ********* *******
  Customer Advocate/Litigation Manager
  **********************.

• Initial Complaint

  Date:06/24/2025

  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.

  This is in regards to sheetz customer service case #********. I ordered 4 orders of motzerella sticks and was given 4 orders of mac and cheese bites instead. I paid cash for the order and was not given a receipt as I requested. Sheetz is saying they have no record of the transaction. If I was given a receipt as requested I would have the record to give sheetz. Sheetz has failed me the customer in every aspect of this transaction. I am a military veteran I dont deserve to be called a liar. I would like the 4 apps added to my mobile app so I can re order the food at a later date.

  Business Response

  Date: 06/26/2025

  Ms, Folino,
                 I am responding to complaint#23513604.We have
  received Matt’s complaint and our customer services representatives have
  reached out several times to collect information to verify the purchase, as we
  are not seeing it in our system. Matt has indicated that he ordered 4 orders of
  mozzarella sticks and received 4 orders of Mac-n-Cheese bites for a total of
  $30. As a courtesy, I have requested a $30 digital gift card be added to Matt’s
  My Sheetz Card. I hope this is a satisfactory resolution.

  Stephanie Diggins
  Sheetz Inc.
  Customer Advocate / Litigation Manager

  Customer Answer

  Date: 06/27/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23513604, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Matt Sivita

• Initial Complaint

  Date:06/14/2025

  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.

  Yes, my spouse and I had placed a food order at one of our local Sheetz's locations #*** in *********, ** on 06/10/25 and had ordered 3 sliders which came out as processed meats, disgusting in nature possibly previously frozen and thrown together whereby ruining our entire meal, which I later had became ill from. Thus we're requesting a refund or future credit for this botched meal! Thanks!

  Business Response

  Date: 06/26/2025

  Dear Ms. Folino:
                
  I was sorry to hear that Mr. Sprouse  and his spouse had a bad food
  experience at one of locations.  We always try to ensure that customer’s
  have a pleasant experience and enjoy our food offerings.  I hope that Mr.
  Sprouse and his spouse will give us another chance. 
                
  I am going to mail a $50 gift card to Mr. Sprouse.  Should he or his
  spouse have any issues in the future, they can reach out to 800-487-5444 and we
  will be happy to help!  I appreciate Mr. Sprouse making us aware of his
  issue.  Thank you!

   

  Stephanie Diggins
  Sheetz Inc.
  Customer Advocate / Litigation Manager

  Customer Answer

  Date: 06/26/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23470260, and find that this resolution is satisfactory to me. Again, the quality of the food from this visit was really bad!
  
  
  
  Regards,
  
  
  
  Howard Sprouse

• Initial Complaint

  Date:06/13/2025

  Type:Billing 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.

  This is not for sheetz in *********, this is a corporate sheets issue. They have an offer on the sheetz app that reads. "$2 off propane, bagged ice or Firewood. Expiration date of 6/30-25 I attempted to purchase ice on Sunday the 8th(might had been saturday the 7th) and the $2 did not come off the bag of ice i purchased, which was a 7lb bag. I didn't catch it at the time. Well on monday 6-09-25 i purchased another bag of ice and the $2 bucks did not come off. Once again did not think about it. On wednesday 6-11-25 i was looking through offers and noticed the offer and called the customer service number and spoke with customer service. they told me that numerous people were calling to complain about the same situation. They gave me a free MTO coupon to use, and told me that i shouldn't have any problems moving forward and the offer was for unlimited use until 6/30/25. So later on the evening of 6-11-25 i went to purchase another bag and the offer did not work once again. So i had to hold up the line at the store and a manager gave me a little bit of a hard time, then took the $2 off, Once again i called customer service and spoke with ******, who was extremely rude, so i asked to speak with a supervisor. The male supervisor was very nice and gave me some extra points and once again reiterated that the offer was good for unlimited use. So i went to store 6-12-25 to buy another bag and the same thing happend and called customer service. They changed the tune to the offer was only good for one time . And the app was updated to day to say 1x use only. I spoke with a supervisor ************** and while being nice, she contradicted what other personel said. So, for the trouble i feel that i should be able to get ice at the price that was promised until the end of june; as it was false advertising and HUGE waste of my time having to call a company that should have their I's dotted and t's crossed!

  Customer Answer

  Date: 06/16/2025

  ADDITIONAL INFORMATION:

  
  It is Sunday 6-15 at approx 1:30pm I purchased a 7 lb bag of ice and the offer still did not take the $2 off.  The store associate said it happens to multiple people and they did nothing to take the $2 off. The offer is still active on my app

  Business Response

  Date: 06/26/2025

  Dear Ms. Folino:
                
  I was sorry to hear that Mr. Byer is having an issue with an offered discount
  on the Sheetz app.   We always try to ensure that customer’s have a
  pleasant experience and if using the app, we know that customer’s expect it to
  work.  I have forwarded Mr. Byer’s complaint to the folks who handle the
  app.  I unfortunately have no knowledge of how the app works, as that is
  not my role.   I can assure you, however, that this will be examined.
                
  I am going to mail a $25 gift card to Mr. Byer.  Should he have any issues
  in the future, they can reach out to 800-487-5444 and we will be happy to
  help!  I appreciate Mr. Byer making us aware of his issue.  Thank
  you!

   

  Stephanie Diggins
  Sheetz Inc.
  Customer Advocate / Litigation Manager

  Customer Answer

  Date: 06/29/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23466486, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Darren Byer

• Initial Complaint

  Date:06/04/2025

  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.

  Someone stole my order and they have yet to refund me.

  Business Response

  Date: 06/13/2025

  Ms. ******* 

       After several attempts to reach Ms. ****** without response, Sheetz issued a refund for this order on June 6, 2025. If Ms. ***** has not seen the refund as of yet, please have her contact us to discuss. In reviewing, Ms. ******* account, it appears she has a lot of orders that are being stolen. Should Ms. ***** have further issues with her orders being stolen, please inform her that she will need to respond to me voicemails and emails so that we are able to rectify the issue.

   

  Thank you,

  ********* *******
  Sheetz, Inc.
  Customer Advocate & Litigation Manager