Business Profile

Convenience Store

Sheetz

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

102 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/02/2022
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.
First of all, just about every day the mens bathroom runs out of toilet paper. I’ve realized this “after the fact” which means Not only an unsanitary situation for everyone if like me they are in a rush and don’t realize that there’s no tp until they’ve “done their business” Also my attempts to call their headquarters are a waste as they don’t answer the customer service number.

Having a bathroom not maintained is a hazard
Business Response
Date: 09/04/2022
**** *** *****

            I
am writing in follow-up to *** ******** *omplaint wherein he indicates that daily
we are out of toilet paper in the men’s room. In reviewing our tickets for service desk calls, I do not see record of this
call. I see several others, but not this
one. It appears he may not have ever
gotten through to our service desk. I
apologize for this. As we grow as a
company, so does the number of calls we receive.

            I
would like *** ****** to know that we try to maintain a clean, tidy,
well-stocked bathroom at all times. Unfortunately,
there are times when store employees may not be aware that the bathroom needs
re-stocked. I would like *** ****** to
know that I have contacted the store and they will be more diligent in checking
both restrooms, both male and female.

            I
am glad *** ****** reached out and let us know of this issue. For his trouble, I will mail *** ****** two
(2) free MTO coupons that he can use at any of our locations. Should he have additional concerns* *** ****** can feel free to contact me at ***** ********. Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate & Litigation Manager
Customer Answer
Date: 09/11/2022
[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:08/31/2022
Type:Customer Service Issues
Status:
UnansweredMore 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 May 24, 2022 at 9:30 am a incident occurred at location in New Philadelphia. A cashier rep by the name Red had became verbally abusive and hostile towards me. While I was having a conversation with another customer. She comes from the cashier and says get out. I asked her why. She screams you harassing our customer for money. I looked at the gentle that I was speaking to and ask him to tell her that wasn't the case. She screams at me. Don't talk to him. Before he could answer the question. She tells him. Sure you don't have to respond to her. Screaming in my face without a mask and after I asked her repeatedly to step back 6 feet'. She refused. She then put her hand in my face and continue to tell me to get out hand in my face and I asked her to remove her hand. She said No. I then said. Please whatever you do, don't touch me. Her response was. If I do what you going to do about it. I then asked for the manager. She screamed. "Get out" The acting supervisor by the name Ms. Dots came over to deescalate the situation. She asked Red to stop screaming and return to the cashier. Ms. Red screamed at Ms. Dot and say No, I'm making her get out. I asked Ms. Dot if I can still get gas. Before she could answer. Ms. Red screams No you can't. I asked Ms. Dots for the customer service number. Ms. Red screams to Ms. Dot you don't have to give it to her. Ms. Dot repeatedly was asking Ms. Red to stop screaming at me and to allow her to talk with me. I ask Ms. Dots can I have all parties involved name. Ms. Red points to her name tag and says," Red, I been here with this company for 17 years. Good luck with getting me in trouble.
Initial Complaint
Date:08/29/2022
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.
On Friday August 26t, 2022 around 7:45pm, I stopped into Sheetz #3 on Blair Street in Hollidaysburg. I had ordered food for my family as we had a long day and were hungry. My bill came to 29 dollars and some change. I ordered 2 hotdogs with provolone cheese and ketchup and mayo, 2 hot dogs with chili and nacho cheese, a turkey sub with provolone cheese, 2 bags of fries, a chicken sandwich with provolone and another home style chicken sandwich. When I placed my order the girl in the back percided to say very loud are you F--king me. And started slamming the microwave doors and throwing the papers on the floor. She was very angry. I preceded to the checkout where I apologized to the cashier for making the girl making the food mad and she just looked back. The girl in food had on a red striped shirt so I am going to assume that means she was a kitchen manager. I can not believe the amount rudeness a kitchen manager could have. I will not be going back to Hollidaysburg store in the near future. After that encounter we headed home only to find out the girl never made our order correctly. The chicken and turkey sub was missing provolone cheese. I am sorry for whatever that girl was going thru but being in public acting like that makes me as a customer start questioning whether I will continue giving sheetz my business.
Business Response
Date: 09/01/2022
**** *** *****

            I
am writing in follow-up to *** ******** Complaint wherein she informs us of an
employee who was quite rude and ended up making her food incorrectly. I do wish *** ****** would have contacted Sheetz,
Inc. directly. On the several occasions that
she has contacted Sheetz in the past, we had gotten back to her immediately and
added free food items to her MySheetzCard.

            I
have contacted the store and talked with the store management, as well as the
employees who worked on the date in question. Of course, we discussed customer service techniques. Additionally, we discussed appropriate food
making procedures.

            For
the inconvenience, I am mailing *** ****** a gift card in the amount of
$25. In the future, should *** ******
have an issue, she can continue to reach out to the corporate office. Our number is (800) 487-5444. We appreciate *** ****** as a customer and
want every visit to be a pleasant experience. Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate & Litigation Manager
Initial Complaint
Date:08/27/2022
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.
Sheetz gas is usually priced fairly. They even offer a loyalty discount. However, the location in Oakland Md is price gouging for Regular Unleaded. Other stations within 10 miles or so from this station are charging 10 to 21 cents less a gallon in the same tax area. There are a limited number of Gasoline stations in 21550. Maybe 6 or 7 total. Sheetz sets the standard and therefore most of the other stations also charge more, Sheetz price is 4.09 a gallon. Much higher than the average in MD. They are also charging much higher for Diesel. The Fair Price Market station located in Westernport Md, 15 Miles away is charging 3.88 per gallon today. Diesel is 4.75 per gallon. Sheetz diesel price today is 5.39.. Gouging...
Business Response
Date: 09/01/2022
**** *** *****

            I am writing in follow-up to *** ********* complaint regarding fuel pricing in his area. There are many factors that go into fuel
pricing. Sheetz is committed
to offering competitive fuel prices at each store location. Prices are set in
each market based on a number of factors, including transportation costs, the
price of crude oil, and competition in that area.

            I
have passed along *** ********* Complaint to our fuel department for their
review, but I can assure you that Sheetz, Inc. is dedicated to our customers
and offers the lowest fuel prices possible. Our customers are our number one priority!

            I
appreciate *** ******* reaching out. Should *** ******* have additional questions, he can feel free to
contact Sheetz, Inc. directly at (800) 487-5444. Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate & Litigation Manager
Customer Answer
Date: 09/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[other stations in Maryland located 20 minutes away are charging 20 cents less per gallon of unleaded. Garrett county is the location of the station I’m complaining about. It’s the poorest county in MD. Corporate greed unacceptable on the c BBC acts of the poor. No reason when the races are the same and both areas are rural. WHY?

Regards,

****** *******
Initial Complaint
Date:08/21/2022
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.
Just had sheetz delivered and I spilled my $5 milkshake in no more than 10 seconds of getting it in my hands. This is the second time this week because I spilled my $5 cappuccino immediately upon leaving sheetz. That's $10 within a week because of these absolutely laughable "cup carriers" you send your customers off with. If this occurred at a constant rate I will have wasted $50 in sheetz beverages by the end of September. That will pay my internet bill and leave me $10 remaining to buy 2 more sheetz beverages which I seem to have a 50% chance of spilling meaning I'll likely only get to enjoy one sheetz beverage despite spending $10. I can't afford to waste that kind of money, so please upgrade your cup carriers or provide some sort of compensation or insurance plan so that I can insure my drink that I have 1 in 2 odds of spilling.
Business Response
Date: 09/01/2022
**** *** *****

            I
am writing in follow-up to *** *********** complaint regarding our cup
carriers. In reviewing *** ***********
complaint, I reviewed our customer call logs to inquire as to whether or not
other customers are having an issue with our cup carriers. We have no calls regarding the cup
carriers. This is not to say, however,
that *** ********* is not having an issue. It appears that he uses our cup carriers frequently because he has
issues with them on a regular basis.

            I
have sent along *** *********** concerns to the appropriate department to
determine if we have an issue with our cup holders. If so, we will most certainly make a
change. I cannot make a promise we will make
a change, however. I can promise that we hear our customers and look into each
and every issue customer bring to Sheetz, Inc. Our customers are our number one priority…always!

            As
a courtesy and for his inconvenience, I am sending *** ********* a $50 gift
card. I hope this will make up for some
of the spilled drinks and that he will continue to be a loyal and valued
customer. Should you require additional
information, please feel free to contact me at ***** ********* Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate & Litigation Manager
Customer Answer
Date: 09/06/2022
[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. I am also glad to accept the $50 gift card offered by Sheetz, and would like to thank Sheetz for their exceptional attention to this matter. I can be reach at my email, [email protected] for any further information.

Regards,

**** *********
Initial Complaint
Date:08/09/2022
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.
I stopped by the Sheetz gas station at 975 E Dublin Granville Road, Columbus, OH on Jun 28, 2022 and tried using my Visa card ending in **** to pump regular gas that they were advertising for 3.99 a gallon as a July 4th promotion. However they did not have any at that price and pump was suggesting a higher price per gallon regular version which I did not want and cancelled the transaction. I tried another pump later hoping they would have the 3.99 gas but there wasn’t any and cancelled the transaction. However my credit card company CapitalOne charged me $40.53 and $47.22 for both the cancelled transactions. I’m asking the company to refund my credit card for both these transactions but they ignore my complaint.
Business Response
Date: 09/01/2022
Good afternoon, *** *****

I am
writing in follow-up to *** ******** Complaint wherein he indicates when he
went to one of our locations to take advantage of the July 4th $3.99
fuel promotion for E85 and E15 and there was none available. The reason no fuel was available to *** ****** on June 28 is because the promotion did not start until June 29th. Additionally, in his email, he did advise
that he disputed the charges with his credit card company so I would like to
await the outcome of that investigation.

I
hope this correspondence has been helpful. In an effort to keep *** ****** as a customer, I will forward a $25 gift
card as a courtesy. Should you require
additional information, feel free to contact me.
Sincerely,

Christine B*****
Customer Advocate & Litigation Manager
Customer Answer
Date: 09/07/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Here is why I reject the business response:

I was charged twice on my credit card in spite of the fact that the grade of gas I had tried to purchase was not available and I cancelled the transaction in both instances.
Please see the attached screen shot of my credit card statement.

Thanks
****** ******

Customer Answer
Date: 10/06/2022
We settled for equivalent in gas card that I received. Haven’t used it yet.
Thank you for interceding.
Best Regards
******
Initial Complaint
Date:07/28/2022
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 visited the location at 750 Peninsula Drive in Erie, PA around 10 pm on Sunday, July 10th and had major issues. I've attempted to contact Sheetz over and over again through the website contact form and Facebook Messenger, but it seems I'm being ignored. They must thing if they ignore me I'll go away, but quite the opposite. I want answers and I will not give up until I get them.

First of all, there was NO TOILET PAPER in the men's restroom and the whole restroom was just a complete pig sty. Very unsanitary and disgusting in there!

Second, I visit Sheetz to get a quick bite to eat NOT TO WAIT 45 MINUTES TO GET FOOD. I've visited many Sheetz locations for MTO food before and never waited more than 10 minutes for my order. Other customers that ordered after me got their food before me while I just stood waiting and waiting. It's absolutely ridiculous to make customers wait 45 minutes for fast food. Most people stop there because they're on the road and want to get in and out quickly.

These employees were not doing their jobs of cleaning and stocking restrooms and filling MTO food orders efficiently and something needs to be done about it.

As I said, I've tried contacting Sheetz, but they don't even care enough to respond.
Business Response
Date: 08/01/2022
August 1, 2022

*** ********* ****
Better Business
Service



Dear Ms. Lane:

            I am writing in follow-up to a
Complaint received in my office relative to the above-captioned
individual. In reviewing *** *******
Complaint, I can understand his disappointment. I have reached out to the store and made them aware of the uncleanliness
of the restroom.

            With respect to *** ******* 45
minute wait time, though there are times when our customers are experiencing
longer wait times due to orders coming through the website, our online app, and
various other online ordering apps, this does seem a bit excessive. I apologize to *** ***** for this wait. Once again, the store has been contacted.

            Please be advised that *** ***** did
reach out to our corporate office via email and an email including an apology
has been sent to *** *****. Further, a $10
gift card was mailed to *** ***** for his inconvenience. I am hopeful that he should have the gift
card very soon.

            I hope this email has been
responsive to *** ******* Complaint. If you
have any questions, feel free to contact me at (814) 626-8236. Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate & Litigation Manager

Customer Answer
Date: 08/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

******* *****
Initial Complaint
Date:07/25/2022
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.
I recently placed an order online via their website. I had to enter my credi/debit card to place the order and they have no option to remove my card information. I sent a message to them via their site and nothing was done. No response was ever received. They have no right to keep my card info. Also, they give you no option to remove the card info.
Business Response
Date: 08/01/2022
July 28, 2022

            In re:   ******* ********
                    Complaint ID:          ********

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

            I am writing in follow-up to a Complaint that was
received in my office regarding the above-referenced individual. In his Complaint* *** ******** indicates that
there is no way to remove credit card information once entered into our
website. In reviewing the matter, we
found that *** ******** is correct. We
were unaware of this problem. We
sincerely apologize for this oversight on our part and thank *** ******** for
bringing this to our attention. We are
in the process of correcting the issue.

            Please be advised, however, that Sheetz, Inc., is able to
delete customer’s credit card numbers from their account. If *** ******** can reach out to me and provide
some information, I will gladly get this information deleted for him. I can be reached at ***** *********

            I trust this correspondence has been helpful. For his inconvenience, I am mailing *** ******** a $20 gift card that can be used at any of our locations. Should you have any questions, feel free to
contact me at ***** ********. Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate & Litigation Manager
Customer Answer
Date: 08/01/2022
[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:07/19/2022
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.
18 dollars to get two orders of Cinnabon rolls and they are completely and totally raw. Complete dough. Raw dough consumption is bad!
Business Response
Date: 07/20/2022
July 20, 2022

The Better
Business Bureau

            In re:   Complaintant:           ****** ****
                        Complaint No.:          ********

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

I am writing in follow-up to a Complaint received in my
office relative to the above-captioned matter. *** **** indicates that she purchased two (2) Cinnabon rolls and they
were raw. We are disappointed when we
hear that a customer received food that they found to be sub-par. We pride ourselves on our food offering and constantly
strive to be better than we were the day before.

            I am sorry that *** **** received
raw cinnamon rolls and would like to forward a gift card in the amount of
$25. In the future, I will ask *** ****
to either return them immediately to the store and they will gladly remake them
for her or contact our corporate office at 800-487-5444. This is unacceptable and we like to know as
soon as possible of our mistake.

            I hope this correspondence has
been helpful. I will mail the gift card
directly to *** ****. Should you have
any questions, please contact me at ***** ********* Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate & Litigation Manager

Customer Answer
Date: 07/20/2022
Thank you so much I greatly appreciate it more than anything

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