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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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:09/06/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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 9/1/2023 I got gas at Sheetz in Newville at 6:28 PM. I stepped out of my car into a huge gas spill appeared to be diesel fuel. My shoes were ruined, floors liners and shoes bins for work. I was out here because I am a local nurse and work home-care down the road. I am very disappointed I this ruined my shoes, husky liners, and bins. I contacted business which contacted me on Saturday via email and I didn’t hear back since.
Business Response
Date: 09/10/2023
Dear *** ******:

            I am writing in follow-up to *** ********s complaint
wherein he indicates that he stepped into a large puddle of diesel fuel while
at one of our gas pumps. Please be advised
that Sheetz was made aware of this issue when *** ******* emailed customer
service on September 2. Our customer
service department emailed him back to obtain additional information and we did
receive *** ********s response on September 4, which was a holiday for our office employees.
It was shortly thereafter that customer service forwarded *** ********s
complaint to the claims department. It
can take up to 48 hours for contact to be made to a customer once it reaches
the claims department. It appears that
the claims department did reach out to *** ******* on September 8 and left him
a voicemail.

            I am interested to know if *** ******* received the
message from the claims department. If
he has not received the message which included a direct number to call, please
ask *** ******* call into our customer service a* ************. We are more than happy to speak to *** ******* regarding his issue.

            I hope this follow-up was responsive and helpful for both
you and *** *******. Thank you.
Sincerely - Christine B*****, Customer Advocate/Litigation Manager
Customer Answer
Date: 09/13/2023
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.
Hello I tried to call back yesterday to Heather multiple times yesterday and left a voicemail. I am also a school nurse and very busy if someone Could call me back today please.
************

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

Regards,

**** *******
Business Response
Date: 09/13/2023
Dear *** ******:
I see that *** ******* has been leaving messages for the claims coordinator who is handling his file. I know Heather has left messages as well. Heather will try to reach out again today. Hopefully they will connect. Otherwise, quite possibly they can set up a time during the day in which to communicate.
Thank you - Christine B*****

Customer Answer
Date: 09/15/2023
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.

Her number appears not to work. As a nurse if I give someone my direct number I usually pick it up or would expect disciplinary actions to occur. She gave me ************ which I called over 12 times since Wednesday and left 2 voicemails as she called me as a teacher was in respiratory distress last time. I told heather I would call right back and as you can see she never answers her direct line.

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

Regards,

**** *******
Business Response
Date: 09/15/2023
Dear *** ******:

               I am
sorry there is an issue in reaching . It is my understanding that Heather did reach
out, *** ******* answered the phone, and was unable to talk. Unfortunately, working in claims, the claims
coordinators are on their phones constantly throughout the day. It is unfortunate too that Heather, the claims
coordinator assigned to *** *******’s claim, took off Wednesday afternoon,
Thursday and again, today, due to illness.

               Heather
will reach out again on Monday to discuss the matter with *** *******. It might be best since *** ******* and Heather
have been having a difficult time touching base, if *** ******* can provide a
time when he and Heather can discuss the matter.

               I appreciate
*** *******’s patience and apologize for the inconvenience. Thank you. Christine B*****
Customer Answer
Date: 09/18/2023
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.

*** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
As a nurse I find this extremely difficult to believe. I called as the records show over 8 times again on Friday with no response. I honestly have never been so disappointed in a company and lack of desire to do the right thing. I most certainly would be fired for this no questions asked . Is there someone more professional that can reach out with an actual call back number please. All I wanted was replacement shoes abs floormats.
Regards,

**** *******
Initial Complaint
Date:09/05/2023
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.
I loaded money onto my reloadable debit as I have done many times in the past. This time a new kid in training messed up the transaction and because the new kid messed up the transaction the night people instructed me to come back in the morning to have the manager straighten it out for me ($415 mind you) so I come back in the morning where the manager tells me I never should have left and there’s nothing she can do that I’ll have to talk to customer service on the phone and they’ll have to send it to accounting to verify that the charge was verified. At this point I have the receipt, I have the conversation with my bank saying it didn’t and will not post and every verifiable piece of information they could need to reimburse me and they have no time frame in which I’ll get my money back or what way I will get reimbursed. My bank has instructed me to file a police report because they believe what they are doing is straight up theft. They can not believe that they did not just reimburse me right there because they should have. It would have been the right thing to do. I am beyond livid and I am disgusted at how rude their phone customer service treated me this afternoon when I called to see with my “reference number” what the status was on where my money reimbursement was. They still have no time frame and no answers to give me. This is outrageous. I’m never giving this place my business again. They are thieves.
Business Response
Date: 09/10/2023
Dear *** ******:

            I am writing in follow-up to Ms. *****’s Complaint
wherein she indicates that she purchased a reloadable debit card and the monies
were not placed on that card. Please be
advised that Ms. ***** contacted the corporate office on Monday, September
4. Due to the holiday, our accounting
department was not in the office. On Tuesday,
we began investigating the matter. It was determined on Thursday, September 7 that
Ms. ***** is due a refund of $415.

            I did reach out to Ms. ***** on Friday morning and advised
her that she can return to store #213 located in Bloomsburg, Pennsylvania and to
obtain a refund in the amount of $415. I
apologize for the inconvenience to Ms. *****.
I did advise Ms. ***** that for her inconvenience, I am going to forward
a gift card that she can use at Sheetz.

            I am hopeful that Ms. ***** will not have any other issues
in the future and will continue to be a loyal Sheetz customer. Thank you.
Sincerely - Christine B*****, Customer Advocate/Litigation Manager
Customer Answer
Date: 09/11/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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:08/30/2023
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.
My check card was used fraudulently 113 times beginning in October of 2022 until July of 2023 totaling over $1,700 on Sheetz eCommerce transactions. I reported the transactions via the toll free customer service phone number on 08/08/2023. As of today, 08/30/2023, the customer service agent could give me no information on the status of my claim or even a rough estimate on how much longer I can expect to wait for a resolution. I was told, however, that the process usually takes between 5-7 business days but I am currently on day 16 of my wait. I obviously reported the transactions to my bank as well, and I was told today that they're waiting on the discovery from Sheetz before they'll credit back the money that was stolen from my account. I understand that its a high number of transactions, but I don't understand why it's taking this long since they are all ecommerce transactions that I clearly did not authorize. It is also extremely frustrating that I am unable to get any updates on the status of my claim as "it is still being investigated".
Business Response
Date: 08/31/2023

I
am writing in follow-up to Ms. ********’s Complaint wherein she indicates that
there are unwanted charges on her credit card and that Sheetz has taken too
long to respond. I apologize for her
wait. I understand this issue was being
reviewed. That being said, I have
investigated the matter. We have found
that someone else must have Ms. ********’s credit card information, since she
is claiming that she has not made these transactions.

It has been
found that someone is opening brand new reward cards with Sheetz using new
email addresses and using her credit card information. I assume that the bank has since closed Ms.
********’s account. It would be prudent
for Ms. ******** to contact her bank and advise them of same so they can
dispute the transactions. Please be
advised that we do not contact banks.
Generally banks will contact Sheetz initially via USPS and we will
respond. Additionally, anyone can call a
bank and say they are a Sheetz representative calling on behalf of a customer.

I hope this
has been responsive to Ms. ********’s complaint. I am going to reach out to Ms. ******** to
discuss this matter with her so I may better explain and answer any questions she may
have. Thank you.
Sincerely - Christine B*****, Customer Advocate/Litigation Manager

Customer Answer
Date: 09/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me if indeed my bank returns the funds I have lost, since there was no real resolution at this time.

Regards,

**** ********
Initial Complaint
Date:07/28/2023
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.
I have two separate issues that I am hoping to resolve. After many unsuccessful attempts of in person conversations with staff, I am now reaching out here. I'm a frequent and long time customer to Sheetz and go to several different locations. My first issue: two nights ago, I ordered my first online delivery order. When it delivered almost an hour later I was shocked at what I got. The milkshake i ordered was completely melted to the point that it was warm. The whip cream looked like milk. I ordered a premium app sampler and the cheese bites and Mac was soggy and drenched with oil. The pickle fries were soggy and the pickle was not edible as I couldn't even bite through the skin. The cookie doughbbites were put in with my hot food and had gotten so warm that they had turned yellow. I took the internal tempt of the cookie dough and it was 68°F. It all had to be thrown away. I was also not given napkins or utensils . The order was almost $20.
#2: I have had countless times ordering breakfast breads that are burnt and hard as a rock. I'm usually in a rush and unable to have it fixed and loose money.
I would like to be reimbursed for my loss.
Thank you
Business Response
Date: 07/30/2023
Dear *** ******:

I am writing in follow-up to Ms. *********’s complaint regarding food delivered to her home that was unsatisfactory. I was very sorry to hear about this issue and want Ms. ********* to know that we take all customer complaints very serious. First and foremost, I will follow-up with the store to ensure that they are aware of the issue. I am hopeful that next time Ms. ********* orders, she should not have an issue.

For her inconvenience, I will forward Ms. ********* a $25 gift card. Should she have an issue in the future, I would advise Ms. ********* to reach out to our corporate office at ************. This line answers 24 hours a day, 7 days a week. We are more than happy to help our customers.

I hope that Ms. ********* knows how much we appreciate her as a valued Sheetz shopper. Thank you.

Sincerely - Christine B*****, Customer Advocate/Litigation Manager
Customer Answer
Date: 08/04/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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:07/13/2023
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.
Sheetz blocked my from their fb page no warning no explanation nothing. I am a loyal Sheetz rewards customer at Freak level and I’m missing out on their specials because of this. I have reached out to them and they are playing dumb saying they reached out to the social media team and they claim it isn’t blocked but that isn’t true and I told them this but they are still refusing to correct the situation.
Business Response
Date: 07/13/2023
Dear *** ******:

I am in receipt of Ms. ****’s
complaint. In reviewing Ms. ****’s information,
it appears that she has been blocked from the Sheetz Facebook page. I am unsure why this happened, but do
apologize for the inconvenience. I have
had Ms. **** reinstated. We look forward
to hearing from Ms. **** in the future.
For her inconvenience, I am mailing two MTO coupons for her future Sheetz
visits. Thank you!
Sincerely - Christine B*****, Customer Advocate & Litigation Manager
Initial Complaint
Date:07/06/2023
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.
Hello I went to sheetz on July 4th at 1am to get fill my gas tank up with 87. After starting my jeep up after getting gas I started having problems with my vehicle. Sputtering , boggling and it literally died and shut off on me. I had a mechanic use a special code reader on my jeep and we found nothing out the ordinary. We then drained some gas and checked it out and realized the gas is bad. Lots of water and dirt , bubbles in the gas. I had no issues with my vehicle til after I filled up on gas from sheetz. We had to replace the spark plugs, coil pack and might need to replace the fuel pump as well as this gas damaged many parts that the jeep will need repaired now.
Business Response
Date: 07/06/2023
Dear *** ******:
In reviewing our files, it appears that Ms. ****** emailed Sheetz on July 5 regarding her fuel issue. Due to the nature of the issue and the investigation that must take place, a Sheetz representative from my office will be in touch with Ms. ****** within the next 1-2 business days. Not only do we have to perform an internal investigation, but we will have to contact the shop where Ms. ****** took the vehicle for repairs. I hope you understand, as does Ms. ******. Thank you - Christine B*****
Customer Answer
Date: 07/06/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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 but I think this needs to be done ASAP, as people have jobs and depend on their vehicle to get them to said job. I think it’s unacceptable to wait 1-2 business days. I need my vehicle back working.

Regards,

******* ******
Initial Complaint
Date:07/05/2023
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.
I TRIED TO TAKE ADVANTAGE OF THE $1.776 PER GALLON OFFER IN OHIO BUT EVERY GAS STATION WAS SO BACKED UP AT THE PUMPS THAT IS CAUSED ME TO MISS THE SPECIAL ALTOGETHER. BY THE TIME I GOT THERE ALL PUMPS WERE TAGGED WITH THE MESSAGE "OUT OF ORDER". SHEETZ SHOULD HAVE MADE PROVISIONS TO HANDLE THE OVER FLOW CROWDS.
Business Response
Date: 07/06/2023
Dear *** ******:

            I
have received Mr. ******’s complaint regarding Sheetz offering fuel at a
discounted price for customers on July 4, 2023.
I understand that Mr. ****** had to wait and missed the offer. For this we apologize. We wish we could have given discounted fuel
to as many customers as possible. The
$1.776 offer stated it would last all day or as long as the gas lasted.

            We
value Mr. ****** as a customer and I am hopeful that next time Sheetz offers a
low fuel price, as we have done in the past and I am sure will in the future,
will be able to take advantage of the deal. We will, of course, take Mr. ******’s
suggestion under advisement. Thank you.
Sincerely - Christine B****** Customer Advocate & Litigation Manager
Customer Answer
Date: 07/07/2023
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.

MAIL ME A COUPON ENTITLING ME TO $1.776 PER GALLON FOR 30 GALLONS

Regards,

****** ******
Initial Complaint
Date:06/02/2023
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.
I visited your wiliamsport, md store 6/1/23 around 7pm. I ordered 3 full subs. One steak sub and 2 chicken tender subs. All 3 subs were made incorreclty with incorrect toppings and all 3 the meat soaked right through the bread so I guess they gave me old bread. In all my years eating at sheetz I never had such a bad experience. I would like a refund or whatever you can do to replace the food. Thanks
Business Response
Date: 06/03/2023
Good morning -
Please be advised that Ms. ***** sent the same email to our Corporate Office dated June 2, 2023. A letter was forwarded, along with six (6) MTO coupons to make up for our mistake. I do apologize this happened to Ms. *****. This Complaint apparently crossed with email she forwarded to our office.
Since we already mailed coupons, I will consider the matter closed. If Ms. ***** does not receive this letter within the next ten (10) days, please contact me. In the future, should Ms. ***** have an issue, we are more than happy to assist her at the corporate level, as we did in this circumstance. Thank you.
Sincerely,
Christine B*****, Customer Advocate/Litigation Manager
Initial Complaint
Date:04/30/2023
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.
Ordered two full steak and cheese subs from your location on edwin miller blvd. in martinsburg, wv 25404 from the kiosk in the store. I ordered them with steak and cheese only but when I got home the subs had all sorts of stuff on them including mayo and ketchup and mustard and onions and tomatoes. They must of got my order mixed up with someone else. Id appreciate if something did something about this
Business Response
Date: 05/01/2023
Dear *** ******:

            I am writing in follow-up to a
complaint received in my office regarding an order that was incorrectly made
for Mr. ******* ******. I dislike when I
hear complaints such as these because we can do better, and we should. I apologize that Mr. ****** received food
that was less than satisfactory. However,
I want to make this right for our customer.

            Please be advised that I am mailing
to Mr. ****** five (5) free MTO coupons, along with fizz city coupons, to be
used in the future. I am also reaching
out to the store to ensure that this does not happen again.

            I hope that Mr. ****** will find
this satisfactory and know that we are Sheetz and we pride ourselves on
ensuring a customer is happy each and every time they visit one of our
stores.

            I am hopeful that this is satisfactory
to both you and Mr. ******. If you have
any questions or Mr. ****** has any issues in the future, I can be reached at
***** ******** or ******************. Thank you.

                                                            Sincerely,

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

Customer Answer
Date: 05/01/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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:03/21/2023
Type:Service or Repair 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.
I recently order an online pickup order. As I was going to get my order I follow the directions in which it states to grab my order from the online order shelf. As I went to go up to the shelf doing exactly what it saids ti do online I was berated in front of other customers by an employee name Keysha. I ask her to politely talk to me and not yell at me. She proceeded to escalate the situation by continuing to berate me. I then went over and ask to speak to the manager, the lady said he is the manager and the manager looked at me and kept doing what he was doing giving it look like he was busy. The lady then talked to me and explained to me politely about they used to let people grab from the shelf but been having people steal other people orders. I told her I was just following what your website saids and I didn’t need to be yelled at the way Keysha did. I ask her if she can just get my order so I can just leave. Keysha was refusing to even give me my order and thankfully the lady I was speaking to did help get my order in which Keysha was basically holding my food hostage even though I paid for it already. As I was walking out Keysha mouth the words f*** you to me and then gave me the middle finger. I’m hoping this is caught on camera and would like to at least speak to someone higher up given the manager that night was too busy. I don’t know what the work environment is there but it’s not good especially having someone yell at customers, tell them f*** you and then give them the middle finger and when I complained she just give me the middle finger she tells me I better get the hell out of there in a threatening manner.

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Sheetz is NOT a BBB Accredited Business.