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.

  1810 Liberty Dr Thomasville, NC 27360-5769

• 

  Sheetz, Inc.

  3941 W Market St Greensboro, NC 27407-1303

• 

  Sheetz, Inc.

  6930 W Market St Greensboro, NC 27409-1805

• 

  Sheetz, Inc.

  12290 N NC Highway 150 Winston Salem, NC 27127-9730

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:08/01/2024

  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.

  This is in reference to a transaction that occurred at 1819 Fairgrove Church Rd SE in Conover, NC. Time: 0130 on 8/1/2024. I waited over an hour in line waiting for food. 30 minutes of that time after I already paid. I watched multiple vehicles that had already ordered back out of the drive through line due to the excessive wait time. When I did get someone at the window the manager that night proceeded to go on a tangent about how some in his words “crazy man” was trying to report him in reference to the ATM not working. He then took my money, and sauntered off. 15 minutes later the same manager walks up and fills my XL fountain drink 3/4ths full and hands it out to me. I look at it and say this isn’t good enough to which he coldly replies well the fountain machine is down and I used a bottle so I don’t know what you want me to do about it. After another 5 minutes of looking at this MANAGER and explaining this is not what I paid for, he once again saunters off for another 15 minutes. Before coming back to fill up the cup the rest of the way. So in total, nearly an hour and still no hotdog or app sampler. By this time multiple people have backed out and left the drive thru including an on duty police officer. Due to them not coming to the window I had to go inside and demand a refund. To which it once again took over 5 minutes to accomplish while the other employee working stared mouth agape. Over an hour and nothing to show for it, no food, no compensation for the time or gas wasted. If they are unable to fill orders that needs to be documented and they need to not be charging anyone.

  Business Response

  Date: 08/13/2024

  Dear *** ******:
  
  I am writing in follow-up to Complaint Number ******** wherein *** ***** appears to have had a bad experience during her visit at
  Sheetz.  I apologize for her experience
  and am going to follow-up with this location, as well as view surveillance, to
  determine what happened and why orders were not being filled. 
  
  For
  the inconvenience, I am going to forward *** ***** a gift card in the amount of
  $25.  Once again, I apologize and hope
  that *** ***** will continue to be a loyal Sheetz customer.

  Sincerely - Christine B*****/Claims & Litigation Manager

• Initial Complaint

  Date:07/25/2024

  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 was refueling at this gas station on July 13th, 2024, and because of a faulty gas hsndle, gasoline gushed out during refueling. Later, the staff and store manager came out to check. They tried using this gas handle many times, and each time the gas handle failed and gasoline sprayed on my car and the ground. The store manager said that she would refund me $10 for the gasoline spilled out to my bank card, but I have not received the refund yet.

  Business Response

  Date: 07/29/2024

  Dear *** ******:
  
              I am writing in follow up
  to a complaint received in my office from ** ***.  I would like to look into the matter, but I need
  a store number, as well as a time that this occurred.  Additionally, does ** recall who they talked
  to at the store, as I would like to reach out to the manager on duty.  Frankly, a receipt would be quite helpful
  to assist with my investigation.
  
              I will await additional
  details from you.  Thank you.

  Sincerely - Christine B*****/Claims & Litigation Manager

   

• Initial Complaint

  Date:07/07/2024

  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.

  Did not scan in Sheetz rewards correctly, insisted after multiple requests to scan again that she got it right.. none of the activity showed up on my account, my gas discount did not apply. Tried to reach out to the business they fixed 1/3 of problems and after an hour on the phone and 2 letters that’s just not enough. This location is problematic, only have been here twice and multiple issues both times.

  Business Response

  Date: 07/07/2024

  Dear *** ******:

       Thank you for forwarding ***** complaint regarding issues had at one of our locations.  In order to perform an investigation, I need the following information:  1) the location *** visited, 2) I am requesting receipts of the transaction in which *** did not receive the points for the purchases and 3) I would need ***** My Sheetz Card number.  

       Please provide me this information and I will gladly research the issues and follow-up with you once complete.  I am glad *** reached out so we can fix any issues that may be outstanding.

  Thank you - Christine B***** - Claims & Litigation Manager

   

   

   

• Initial Complaint

  Date:07/03/2024

  Type:Facilities 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 July 3, 2024 I stopped to purchase gas for over an hour trip. The ladies restroom was AWFUL.i ! I am a former NC certified EMT and nursing assistant. There was :
  Urine on many seats
  Unsticked toilet paper
  No hand soap
  Unflushed toilets
  Overflow of trash
  SMELLED BAD

  Business Response

  Date: 07/04/2024

  Dear *** ******:

       I am writing in follow-up to *** ********** complaint regarding the cleanliness of a restroom she visited while traveling.  This is very concerning, as we pride ourselves on the cleanliness of our restrooms.  May I please get the location where *** ******** visited so I can reach out to this location.

       Thank you for your assistance.

  Sincerely - Christine B*****/Claims & Litigation Manager 

   

   

• Initial Complaint

  Date:05/29/2024

  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 went to sheetz car wash and It caused damaged to my vehicle. Submitted a complaint and spoke to someone who was only concerened about 1 spot of damage to my vehicle and stated that she found sheetz not liable, but I have way more damage than that one spot. I have brush marks the whole way around my vehicle due to their brush car wash. I did submit photos to them and like I said she looked af one spot and marked that off as none of the damage was caused by them. She also emailed me and said she did not look at video of my vehicle prior to entering to know if the huge gash was from their wash or not. ( I stated that it was there after wash, but wasn't sure if it was there prior or not but I'm pretty sure it wasn't as I didn't hit anything) but there is way more damage that just that spot. She stated I could get a supeona to look at video.

  Business Response

  Date: 05/30/2024

  Dear Ms. ******:
  
              I am
  writing in follow-up to Ms. *******’s complaint wherein she alleges that the
  car wash at our Butler location damaged her vehicle.  A thorough investigation was performed and it
  was determined that the damage on Ms. *******’s vehicle was inconsistent with
  car wash damage.  The car wash brushes are
  made from a non-porous soft foam.  Ms.
  *******’s damage looked as though her vehicle was scraped against
  something.  Additionally, surveillance
  was viewed and multiple vehicles used the car wash before and after Ms. *******
  without incident.  Also, the car wash does
  not show any signs of malfunctioning while Ms. ******* is in the wash.  
  
  Because of all of these facts, it was determined that
  Sheetz would not be liable for Ms. *******’s damages.  Should you require additional information,
  feel free to contact me. 
  

  Sincerely - Christine B*****-Customer Advocate/Litigation Manager

  Customer Answer

  Date: 05/30/2024

  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.
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/29/2024

  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 very upset that Sheetz change my credit limit when I have been a very excellent customer. I never missed a payment until the 24th of May and I paid on the 29th. I miss my payment due to an accident. That day My credit limit was dropped from 5000.00 to 1700.00 without notice. this is how you treat your customers. I want my credit limit back

  Business Response

  Date: 05/30/2024

  Dear Ms. ******:
  
            I
  am writing in follow-up to Ms. ****’s complaint wherein she indicates her
  credit limit was lowered on her Sheetz credit card.  I am sorry to hear that, however, Sheetz is
  not responsible for credit limits.  The bank
  handling the credit card is responsible for the credit limits, checking credit
  scores, etc.  I would suggest that Ms.
  **** reach out to the issuing bank and discuss the issues with them.
  
            I
  am sure Ms. **** is a very good customer and we appreciate her business.  I am hopeful that she will be able to work
  this out with the issuing bank.  Thank
  you.
  

  Sincerely - Christine B***** - Customer Advocate/Litigation Manager

  
  

• Initial Complaint

  Date:05/05/2024

  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.

  Tonight, may 5th 2024, I went in to sheetz to purchase a drink, cheese bites and 2 packs of cigarettes. When I was paying I noticed that one of my automatic payments had deducted from my account and I was about 75 cents short of being able to pay for it. I told them to give me a minute while I tried to figure something out and a very nice customer behind me gave me the money I was short to cover the transaction. When I turned around to pay, the manager had already canceled the entire transaction and said we had to ring it up again. When I swiped my card this time the transaction was declined. I checked my cash App and sheetz had taken the 19 dollars from my card and it was now showing as pending. That was the only money I had and the staff just looked at me very uncaring and told me that there was nothing they could do and then just stared at me. I ended up having to awkwardly walk out leaving all my items behind because I wasn't able to purchase anything because the staff canceled the transaction over 75 cents after I told them to give me a minute to figure it out. The wouldn't even give me confirmation that the transaction was canceled and there is still nothing on my end saying the money is being refunded to me either. The employees should know these policies and that if they cancel the transaction of someone who is short money on paying, be aware that that person will have no way to pay at all after they take what money they do have have make it so they can't access it. The staff made me feel so embarrassed over the whole thing that I left holding back tears. I now have no way to eat dinner tonight either because of this mess. The least they could do was be kind about it. I even had to leave my 89 cent drink I was in the middle of drinking. I spend so much money with sheetz, I really expected better.
  
  Also I have not been earning it's for any of my transactions for months!

  Business Response

  Date: 05/16/2024

  Good afternoon - Please be advised that Ms.
  ********* contacted our customer service department on May 11 and was advised
  that we are unable to find a transaction for $19.85 with that card
  number.  In order to further my investigation, please have Ms. ********* provide a statement showing that the
  $19.85 was deducted from her account/card.  This information will assist me greatly.  I will await word from
  you.  Thank you.

  Sincerely - Christine B*****- Customer Advocate/Litigation Manager

• Initial Complaint

  Date:05/02/2024

  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 went to the Sheetz located at 439 Richmond st Painesville something they opened almost a year ago and when I got home the food was sloppily made, everything was drenched in grease it was so sickening nothing should be drenched in grease that when I squeeze it grease shouldn’t come out of the food. I contacted customer support and they went against my wishes and added someone I did not want which was a $27 ZCard I wanted my full money back not ta ZCard because I will not be visiting Sheetz for a long time after what I had experience Sunday April 28th.

  Business Response

  Date: 05/03/2024

  Dear
  *** ******:
  
            I am in receipt of Mr. ******’s
  complaint regarding a food issue that occurred at one of our stores.  In reviewing the matter, it does appear that
  Mr. ****** was given a gift card in the amount of $27.  Mr. ****** emailed back indicating that he did
  not want the gift card and requested a refund. 
  I apologize for the confusion. 
  The gift card has been deactivated and a refund will be processed.  Please advise Mr. ****** to allow a day for
  Sheetz to reverse the charge and 3-5 business days for the refund to appear on
  his statement.
  
            I apologize for the inconvenience.  Thank you.

  Sincerely - Christine B***** - Customer Advocate/Litigation Manager

  Customer Answer

  Date: 05/03/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  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:03/29/2024

  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 went through the Sheetz in Carmichaels and the manager Matthew was not so nice from the first interaction at the drive thru window ! He was so sure he would have no consequences to his actions of being rude. I go to Sheetz once a day sometimes twice and this was the first time I had a manager be as rude as him like he didn’t like his job. Then I came home and lo and behold there was slimed spit on my food . I want a call and I will be calling the news. My card wouldn’t scan and he didn’t give me a receipt for my purchase.

  Business Response

  Date: 04/03/2024

  Dear Ms. ******:
  
              Thank
  you for forwarding Ms. *****’s complaint regarding a manager who treated her
  poorly.  I would like to do an
  investigation, to include viewing the surveillance since Ms. ***** claims to
  have found “slimed spit on her food”. 
  Please have Ms. ***** provide a copy of her receipt or at a minimum, the
  date and time of her visit.  Also, if Ms.
  ***** can provide photos of the food purchase, that too would be helpful.
  
              Thank
  you again.  I look forward to receiving
  the requested information.
  

  Sincerely - Christine B***** - Customer Advocate/Litigation Manager

• Initial Complaint

  Date:03/26/2024

  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 order Sheetz almost every night unfortunately there is always an issue. I order and pay for my purchase and almost every single time there is at least one missing item. I call the store and am directed to contact the delivery service which in turn directs me to Sheetz customer service. Sheetz customer service now told me that an order I had on Sunday March 24, 2024 which includes seven missing items needs to be reviewed and I was given a ticket. Monday March 25, 2024 I placed and paid for my order, I was missing nine marinara sauces and two buckets of mozzarella sticks are undercooked and raw. Customer service again stated that this issue would have to be reviewed and someone would be in contact with me as the first ticket was rectified, I informed her it had not been, no call back, no email, nothing. The representative, Ginger said I would hear back within an hour and a half guaranteed...I'm still waiting! The next step is I am contacting my bank as I paid for two purchases that I did not receive completely yet, Sheetz received my money, completely.

  Business Response

  Date: 03/26/2024

  Dear Ms. ******:

  Thank you for forwarding Ms. ******'s complaint.  Please be advised that I have received Ms. ******'s complaint through Sheetz on 3/25 and reached out this morning, 3/26, prior to seeing this complaint from the BBB.  It appears that Ms. ****** has several issues with Sheetz and I would like the opportunity to talk to her about fixing the issues, if possible.  

  With respect to the promise of a return call within 1 1/2 hours, I will pull the recording to review and if needed, will talk to the customer service representative that made that promise.  These calls are forwarded to me and the customer service representatives know that my turnaround is 12-48 hours.  

  I will reach out to Ms. ****** again this afternoon to discuss her issues.

  Thank you - Christine B***** - Customer Advocate/Litigation Manager

  Customer Answer

  Date: 03/26/2024

  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.
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
  
  ******** ******