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.

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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:03/22/2024
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 placed an order at sheetz store #165 on 03/16/2024 at 12:20 am
my order number was ********, the buns had mold on them so I threw them into the trash.
I sent a complaint on sheetz website the same day and I have yet heard back from them. please look into this. I really wish something else was open after I get done with work to get food, I've had so many problems with this store.

Thank you,
*** *******
Business Response
Date: 03/26/2024
Dear Ms. ******:

Thank you for forwarding Mr. *******'s complaint. I have investigated the matter and found that Mr. ******* has had many issues with Sheetz food in the past. Please be advised that I am going to reach out to Mr. ******* to have a discussion. I want to see if there is anything we can do to fix his issues.
Thank you - Christine B***** - Customer Advocate/Litigation Manager
Customer Answer
Date: 03/28/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

Better Business Bureau:
I am working 12 sometimes 16hrs because of being short handed and when I am home I am sleeping, I am looking to have the items replaced. If they want they can mail me,

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:03/21/2024
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 ordered 4 subs from the sheetz location on edwin miller blvd. in martinsburg, wv 25404. I ordered from the screen in the store. I ordered 2 chicken tender and 2 steak and cheese subs plain just meat and cheese. When I got the subs home they had all sorts of toppings on them, I would like my food remade at a later date. I sent my complaint through sheetz. com over a week ago and no one got back to me.
Business Response
Date: 03/22/2024
Dear Ms. ******:
I am writing in follow-up to Mr. ****'s complaint regarding his most recent food order. I am always disappointed when customers tell us of a bad experience they've had at Sheetz. I want to make this right. May i please get Mr. ****'s mailing address? I want to to mail him coupons to use in the future to make up for this order, and a couple more for the inconvenience. I am so sorry for the mistake and hope that Mr. **** will continue to be a loyal and valued Sheetz customer.
I will await word from you for further instructions. Thank you.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager
Customer Answer
Date: 03/22/2024
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.

*** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
Please add the coupons to my sheetz card like they did before when they messed up my order. That is more convenient for me. My sheetz card # is **** **** **** ****

Regards,

**** ****
Business Response
Date: 03/26/2024
Good morning - As a courtesy, I will add three (3) MTO coupons onto Mr. ****'s MSC. Should he have any issues in the future, Mr. **** can contact us directly, as he pointed out, he has done in the past. Thank you.
Sincerely - 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 find that this resolution is satisfactory to me.

Regards,

**** ****
Initial Complaint
Date:03/17/2024
Type:Billing 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 the car wash at the store on Freedom Road in Cranberry. The card reader was not working. I tried another card. It also wouldn't process. Finally, a lady came out from inside and got the car wash to work. It charged one card 3 times and the other once. It has been a really pain resolving with the credit cards. It's been over a month and unacceptable.
Business Response
Date: 03/22/2024
Dear Ms. ****** :
I am writing in follow-up to Ms. *********'s complaint. Please be advised that in order to assist the customer, i will need a copy of both bank statements, as well as the last four of the credit cards that were used. Upon receipt, i will be able to look up the transactions.
Thank you so much for your assistance. I will await further instruction from you.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager
Initial Complaint
Date:03/17/2024
Type:Billing 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 have had an issue at the store on Ehrman Road in Cranberry (521) twice. I made a purchase at the cashier and got a printed receipt. I scan my receipts into apps like Ibotta and Fetch. There should have only been one copy of my receipt printed. After I arrived home, approximately 30 minutes later, I attempted to scan in my receipt into Fetch. When i scanned the receipt, i received a message that someone else had already scanned in the receipt. The purchases I made qualified for thousands of bonus points. There is no one else in my home who uses Fetch. The only possibility is that the employee had a copy and scanned the receipt, as it was in my possession from the checkout till I got home. This is theft. I've had this happen twice at this location, and it's unacceptable. This was order 159 at register 2. I've included a copy of my receipt.
Business Response
Date: 03/22/2024
Dear Ms. ******:
I am writing in follow-up to Ms. *********'s complaint regarding receipts being scanned on an app by one of our employees. Please be advised that Ms. ********* reached out to Sheetz. I personally left two messages for a call back and have not yet heard back. Therefore, I will respond to this complaint. I have contacted the store and discussed the matter with the store manager. I was advised that our employees are not scanning customer's receipts. Additionally, I checked to determine if we had other complaints from this location regarding scanning receipts. I do not have one other complaint.
At this point, I have talked to the staff at this location. They are aware that if any receipts are being scanned, they are no longer to do so. Again, they have denied scanning any receipts. Nonetheless, I am glad Ms. ********* brought this to our attention in the event there is an issue.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager
Initial Complaint
Date:03/15/2024
Type:Billing 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 over charged on my card by $20.00 and the cashier did not refund me my money back after I was told by her she was going to and after talking to the manager she would not help me with this problem all I want is my money back
Business Response
Date: 03/22/2024
Dear M*. ******:

I am
writing in follow-up to Mr. ***** complaint.
Mr. ***** did contact Sheetz and we wrote him back on March 15 at 6:07
a.m. for the last four digits of his credit card. We have not heard back from Mr. *****.

I am happy
to assist Mr. *****, however, I need the last four digits of the credit card
that Mr. ***** used on March 9.

I look
forward to hearing from you in the near future.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager
Initial Complaint
Date:03/12/2024
Type:Billing 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.
Date of transaction: 3/11 at 3:27 AM EST

Paid for gas with a debit card and the pump charged me the same amount twice. there is no hold for the gas, as both debits already posted and were deducted from my bank account. Called the merchant (Sheetz) at their corporate location on 3/12 at 5:00 pm EST to try and receive a refund for the double charge. they stated they didn't have a duplicate charge and there was nothing they would do. The bank told us the same thing. If the merchant refused to provide a refund, the bank couldnt help us.

The image is of the bank line items that clearly show there was a duplicate payment.
Business Response
Date: 03/13/2024
Dear *** ******:

            I
am writing in follow-up to Mr. *****’s complaint wherein he indicated that he
was charged twice on his credit card for fuel purchased on March 11 at one of our
stores located in Bristow, Virginia. In
reviewing Mr. *****’s transaction, Sheetz, Inc. only received one payment in
the amount of $35.01.

            I
would ask Mr. ***** to contact his bank to ensure that the transaction only
went through once. If he still has an
issue, he can contact me directly at 814-626-8236. I am happy to further assist him if necessary. Thank you very much.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager

Customer Answer
Date: 03/13/2024
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.

I called my bank after receiving this message and they confirmed that both charges went through on March 11th. One charge was posted at 3:16 am and the other at 3:27 am. The refund request was denied from the bank as this is not fraud but a double charge from the merchant. I sent the duplicate charge from the bank statement. You can clearly see the double charge. Not sure why its not showing in your system, but my bank confirmed the duplicate charge. perhaps you can only see the hold charge on your system, but the back end of Sheetz's payment vendor isnt my concern. My concern is getting a refund for the 35.01

Regards,

******* *****
Business Response
Date: 03/14/2024
Good morning. I appreciate Mr. *****’s quick response. Since we are showing that the transaction
only processed once, please have Mr. ***** forward a copy of his bank
statement. Otherwise, Mr. ***** can reach out to his bank and dispute the
second charge. I look forward to hearing
from you.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager
Initial Complaint
Date:03/04/2024
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.
On Monday, March 4, 2024 I placed a order thru Sheetz Mobile app for delivery. Never took delivery fee off even though I redeemed promotion, anyhow, good was done at 8:28, I picked my food up at 9:28 over an hour, and it went from on the way, to delivered, to pending in that order. No mention on how to resolve delivery issues o get a refund on fees. Total BS.
Business Response
Date: 03/05/2024
Dear *** ******:

I am writing in follow-up to ******’s complaint about the
delivery fee, as well as the amount of time for the order to be delivered. There are times when it does take a bit
longer for an order to be prepared and/or delivered. Sometimes it is Sheetz having an influx of
orders and there are times when Doordash, the company that handles Sheetz
deliveries, gets delayed with the number of deliveries the driver may have to
make.

I do apologize for the inconvenience. As a courtesy, I am going to mail a $25 gift
card to make up for the delivery fee and the wait. Should ****** have an issue in the future, I would
suggest a phone call to the Sheetz Customer Service at 800-487-5444. ****** did reach out to Sheetz on March 4 but
we did not have an opportunity to respond because I had received this complaint
in the meantime.

I hope this correspondence has been responsive. We appreciate ****** and hope ****** will
continue to be a loyal Sheetz customer.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager
Initial Complaint
Date:03/02/2024
Type:Billing 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.
Date of transaction: 3/2/2024

This is the second incident of Sheetz making a pre-authorization charge of $150 to my debt card and no fuel was dispensed. The issue I have why is there a pre-authorization at the pump and no fuel being dispensed? Secondly, this pre-authorization remains for at least three days before being removed from the debt account. I contacted Sheetz and was informed it's a bank issue, I contacted the bank and was informed the pre-authorization is a Sheetz issue. Obliviously, someone in not telling the truth. I want clarification from Sheetz why there is a pre-authorization, and no fuel is dispensed.

I asked for a receipt from the manager, but he was unable to provide one since there was no sale.
Business Response
Date: 03/03/2024
Dear *** ******:
May I please get a copy of the bank statement that shows the
hold? I would like to see too the transactions
before and after so I can determine why a hold would have been placed on the
account without a fuel purchase. Additionally, I would need to know the
last four of his card, along with the store where the transaction
occurred. I would like to investigate as to why this is occurring to Mr.
*********s account.
Thank you for your assistance withthis matter.
Sincerely - Christine B***** - Customer Advocate/Litigation
Manager
Customer Answer
Date: 03/05/2024
I do not feel comfortable providing the last four digits of my card.

I asked for a receipt from the manager on the morning in question and he was unable to provide said receipt.
Business Response
Date: 03/27/2024
Good morning -
There is no way to research this transaction without requested information. I want to help, but unfortunately I cannot pull any transactions without the last four digits of the card used. I am not asking for the entire credit card number.
Thank you - Christine B***** - Customer Advocate/Litigation Manager
Initial Complaint
Date:02/21/2024
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 order from sheetz store #165 all the time after my shift at midnights, I have trouble with my orders all the time to food not cooked all the way through or over cooked to where the bun is rock hard, food is missing etc. I live 30 mins away I am not going back to the store. I've called many times and nothing gets done, I contacted the company directly sometimes they replace the problem. Sometimes they are understaffed or the rush even though they are not busy. if something else was open at that time I would go there.. also there customer service is not the greatest.

thank you,
*** *******
Business Response
Date: 02/21/2024
Dear *** ******:

I am writing in follow-up to Mr. *******’s
complaint. I apologize for Mr. *******’s
issues. It appears that Mr. *******
contacts our office regularly with issues.
He is correct in that we always follow-up with the store to remedy the
issue. It is always unfortunate when we
hear that our customers are not satisfied.
Though we always compensate Mr. ******* with coupons, I am sure this is
quite inconvenient for him.

I am going to reach out to the store and discuss
his issue. We would like to keep Mr. *******
as a valued customer. I am hopeful that
we will be able to make Mr. ******* happy so that he does not have to stop using Sheetz.

As a courtesy, I will mail Mr. ******* coupons
that can be used at any Sheetz location.
I hope this correspondence has been responsive. If you have any questions, please contact me.

Sincerely – Christine B***** – Customer Advocate/Litigation
Manager
Customer Answer
Date: 02/22/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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:02/20/2024
Type:Billing 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 stopped at sheetz on 02/19/24 while going to work to get gas at 4:00am in the morning, i was charged 175.00 on my debit card for gas and i pumped 20.00 worth. my bank had contacted me about fraud and that is how i found out. the sheetz was located in morrisville nc. i paid on the sheetz app so i do not have a receipt but im sure the store should have one
Business Response
Date: 02/21/2024
I am writing in follow-up to Ms. ******’s complaint
regarding a $175 pre-authorization hold on her debit card. When a customer pays at the pump, some banks
place a hold on the funds in anticipation of the final transaction amount to
help ensure their cardholder’s accounts do not become overdrawn. These
holds vary in the amount and the number of days.

Please have Ms. ****** check her account to ensure that the
hold is no longer showing. If it is
still appearing, she should contact her bank to inquire as to how long the hold
will last. I am sorry for any
inconvenience Ms. ****** experienced as a result.

Should you have any questions, feel free to contact me. I hope this correspondence has been responsive
and helpful to Ms. ******.

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

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Sheetz is NOT a BBB Accredited Business.