Business Profile

Convenience Store

Sheetz

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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:03/15/2023
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.
used credit card on 1/16 for amt of 100.00. Never been back to store. I have a total of 10 transactions on my card now totaling 498.15 that I did not do. My card holder is telling me I have to prove what transactions are for. Store Mgr at 742 gave me Cust Serv number. No one answers phone and you are given option to get call back which no one does. I have all transaction dates and amounts someone put on my card and I cant get help from Sheetz. Im making payments on the credit card for transactions that I have not made. I need help! Im being flip flopped from Cardholder Services to Sheetz with no resolution of this problem. These transactions range from 1/17 through 1/27 for amounts of 50.00 to 75.00. Some days my card number was used up to 4 times the same day.
Business Response
Date: 03/16/2023
Dear *** ******:

            I am writing in follow-up to Mr.
P*****’s complaint regarding unwarranted credit card charges. I would suggest that Mr. P***** contact the
police and allow them to handle this issue. There are times when credit card numbers are obtained and used by
scammers and it appears this may be the case. The police are best to investigate and obtain video, if necessary.

            Additionally, Mr. P***** should file
a dispute with his credit card company, if he has not already done so. They then will contact Sheetz, Inc. to
determine if the charges are valid.

            Should Mr. P***** have any
questions, he can feel free to contact me at ************. He can also provide my contact information to
the police. I would be more than happy
to assist them with this matter.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Initial Complaint
Date:02/28/2023
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.
I've been having an issue with Sheetz customer support team at phone number *********** on February 27 2023 at 2:39 pm EST. Was told that all Representatives were currently busy and was asked if I don't want to wait press one enter phone number and said my name ***** ******** and was told that someone would give me a call when they get free and hung up. I waited the rest of the day and noone called me back. I don't remember what date and time I called the first time and was told the exact same thing and noone called me back that day either. This is very unprofessional. The issue that I am calling them about deals with the Sheetz card that I have had since last year. I had another phone that stopped working and my Sheetz card was linked to the Sheetz app with the old number and am not able to get my card linked to my new phone via the Sheetz app. I have had a lot of rewards on the card before the end of the year and since I am not able to link my card via the app with my new phone number of ************ to be able to use the reward points that I have. I'm disabled and currently waiting to get my Disability check approved and when I get low on food stamps I like to use the reward points to get soda and food. And since I am not able to find out how many reward points cause you only can find out the amount on the Sheetz app with the Sheetz card linked to the app.
Business Response
Date: 02/28/2023

            I
am writing in follow-up to Mr. ********** Complaint regarding his Sheetz My
Card. In reviewing Mr. ********** name
and phone number in our customer service system, unfortunately, I do not see a
call or message. I do see, however, an
email we received on February 18, 2023 unrelated to this incident. I do apologize and have our phone technicians
looking into this possible issue.

            With
respect to Mr. ********** account. It
appears that he has two accounts, one ending in **** and another ending in
****. I merged the two accounts together. Additionally, I added his new telephone
number to his account. Please be advised
that any time you get a new card, it must be added to the existing account. Mr.
******** should be able to see all of his reward points on his app. Mr. ******** does have points on his account;
4,857 spendable points and 2,896 yearly points.

            We
most certainly appreciate Mr. ******** as a loyal Sheetz customer and we value
his business. Should Mr. ******** have
an issue in the future, he can email me directly at ******************.   For his inconvenience, I am adding two MTO
coupons to his My Sheetz Card. I am hopeful that Mr. ******** will have no more
issues in the future. Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Initial Complaint
Date:02/24/2023
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.
I placed an order for delivery and did not receive all of my order. My order was missing my large drink, large hushpuppies with sauce, and app sampler with sauce. The delivery driver showed up within 15 minutes of the order being placed, and I did not get any notifications he was on his way. I immediately noticed I did not receive my drink and asked about it. The driver shrugged his shoulders and said the bag was all that was there. He looked at the receipt taped to the bag and said a drink was not noted, and he handed me the bag and left. I could not check the bag contents until I got inside because the food was in a paper bag laying sideways inside a plastic bag with the cigarettes on top of them. I had to go inside, remove the cigarettes, and carefully cut the paper bag open to get the food out. That is when I noticed I was also missing the hushpuppies and app sampler. I called the store and was told all I could do was call the 1-800 number. I called the 1-800 number and left a message with my complaint and phone number, but I did not get a call back. I then went online and submitted a complaint and asked for a refund, but I did not get a call or email back. I would like a refund or a credit on my account. The email address and phone number provided are the ones tied to my Sheetz account.
Business Response
Date: 02/27/2023

            I
am writing in follow-up to a complaint received in my office relative to a
partial order received by Ms. *****. Please be advised that we received an email dated February 23, 2023 from
Ms. *****. It generally takes 48-72 business hours to respond. Unfortunately, we did not receive a voice message from Ms. *****. I apologize that the message was not
received.

Nonetheless,
we are never happy to hear that customers do not receive their order in its
entirety. For the missing items and inconvenience,
I am sending Ms. ***** a gift card in the amount of $25, along with several
food coupons. With respect to the driver
not providing notification, Ms. ***** may want to contact Doordash and make
them aware. We too will reach out to
make them aware.

I hope this
correspondence has been responsive to Ms. *****’s Complaint. Should you have any questions, feel free to
contact me directly. Thank you.

                                                Sincerely,

                                                Christine
B*****
                                                Customer
Advocate/Litigation Manager
Initial Complaint
Date:02/22/2023
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.
02/14/2023 approximately 5:30-5:45pm. I stopped by Sheetz 601 pulaski highway, Joppa Maryland ***** to get fuel in my wife's vehicle. I went to the self serv kiosk and used my debit card to prepay for fuel. I prepaid $60.00 and went to the pump for fuel. I pumped $37.50 as anywhere else I go and prepay for fuel when I got done pumping fuel and placed the pump handle back to the pump cradle the transaction should be completed at $37.50 not $60.00 as I prepaid. Well now the transaction totally cleared my account as a $60.00 charge so I'm out $22.50. How can this happen from a Big company as Sheetz? Well I tried calling customer service to be put on hold, transferred and dropped call a total of three times and didn't get as far as giving my name so as it seems I'm out of $22.50 and as it seems Sheetz lost a customer and I won't stop spreading the word about these thieves.
Business Response
Date: 02/28/2023
Dear *** *******

            I
am writing in follow-up to a Complaint received in my office regarding a
pre-paid transaction at one of our self-serve kiosks. In reviewing the issue, since Mr.
************ used a debit card, he would have had to go back inside for the
credit to be placed back on the card. Since
customers must select a specific amount at the kiosk, the customer must come
back inside to a register if the amount is less than the pre-paid amount.

I sincerely
apologize for this inconvenience and can understand Mr. ************ being
upset. I would like to credit Mr.
************ back his $22.50. If he
prefers, I can forward a gift card in the amount of $25 for the
difference. Please advise how Mr.
************ prefers to receive his refund. Should he want the difference on his debit card, I would require the
last four digits of the debit card used.

I hope this
correspondence has been responsive to Mr. ************’s Complaint. I will await word from you as to how the
refund will be processed. Thank you.

                                                Sincerely,

                                                Christine
B*****
                                                Customer
Advocate/litigation Manager
Initial Complaint
Date:02/22/2023
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.
i went to put money on my cash app and she scanned my card twice .. and i guess it hadnt been working. so she took my phone over to another cash register and said it let her do it on hers . so i got teo reciepts one says not successful and the other worked but i still cant help but to feel some how sketched out and i did this one the 20th my birthday and the transaction never happened cash app says and they told me to call this number and ive tried i spoke to someone who acted stupid the entire time and still didnt understand it was like the phone dragged on forever like he wasnt believibg me or something . but they are well aware that i never got the cash and are unwilling to do anything about it .
Business Response
Date: 02/22/2023
Dear *** *******

            I
am writing in follow-up to Mr. ******** Complaint regarding his adding funds to
his cash app. Mr. ****** did reach out
to Sheetz customer service on 12/22 at 12:35 a.m. Our customer service representative tried to
call Mr. ****** back shortly thereafter and he was unable to touch base with
him. In reviewing the transaction, it
appears that his app did not scan and, therefore, the money was never credited
to his cash app. We owe Mr. ******
$51.

            I
tried to contact Mr. ****** this morning to advise him to return to store number
149 located at 124 N. Brady Street, DuBois, Pennsylvania for a $51 refund. I was unsuccessful in reaching Mr.
******. I did email Mr. ****** after
receiving his Complaint and advised him to return to the store and see the
store manager for his refund.

            I
sincerely apologize to Mr. ****** for the inconvenience and hope he will
continue to be a valued Sheetz customer. For his inconvenience, I will forward coupons to Mr. ********
address. I hope this correspondence has
been responsive to Mr. ******** Complaint. Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Initial Complaint
Date:02/16/2023
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.
Sheetz has a reward system that offers only 5 points per dollar spent on qualified items. Most items valued on Sheetz rewards are under $10 in value yet the minimum points that can be used for hot food is 350 points for the 4 Mini Hasbrowns on the menu; to use 350 points on this item, would technically make those Hashbrowns worth $70. Sheetz is price gouging with their reward system and it is very disappointing compared to more successful businesses like ********* that offer 100 points for each dollar spent.
Business Response
Date: 02/17/2023

            I am writing in follow-up to Mr.
****** complaint regarding free points earned from the My Sheetz Card
program. As you know, Sheetz, as well as
many other retailers, have reward or loyalty programs so that customers can
earn rewards, discounts or other special incentives as a way to reward its’
customers for their loyalty. Sheetz is
very appreciative to all of its customers for their brand loyalty and
understand the importance of its customers.

            I understand that Mr. **** is
unhappy with the amount of points necessary to redeem for an item. He compared this to price gouging. As I am sure you know, this is not price
gouging. Nonetheless, we will take Mr.
****** suggestion under advisement. For
his inconvenience, I will send Mr. **** coupons that he can use at
a future visit. I hope Mr. **** will
continue to be a loyal and valued Sheetz customer.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Initial Complaint
Date:02/15/2023
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.
I have 5 sheetz in my area and usually when I go to sheetz the bathrooms are really dirty and looked like they haven’t been cleaned (especially the one on north Main Street in high point).
Business Response
Date: 02/15/2023
I am writing in follow-up to Mr.
******** Complaint regarding dirty restrooms in his area. I am sorry to hear that this is happening and
glad that Mr. ****** made us aware. I am
going to contact the stores to discuss the matter with them.

            Mr. ******, in his Complaint,
indicated there are five (5) locations near him. I assume they are the four (4) locations in High
Point and one (1) in Archdale. If this
is not correct, please have Mr. ****** provide us with the appropriate store
locations.

            I hope this correspondence addresses
Mr. ******** concerns. Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Initial Complaint
Date:02/08/2023
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.
I purchased a drink subscription from Sheetz on 11/21/2022 with a month reoccurring charge. Without any notice given the subscription was canceled by Sheetz. I only found out after I had gone in the get a free drink and tried to check out by mobile app as I had done numerous times previously and was charged. I notified Sheetz corporate of my charge and dissatisfaction to only basically be told yes things time to time change.
Business Response
Date: 02/09/2023
I am writing in follow-up to a complaint received in my
office from ***** *******. It is my
understanding that ***** purchased a drink subscription from Sheetz and said
that she never received information that the program was cancelled. Sheetz, Inc. informed customers that the
drink subscription program was being cancelled via email, as well as in-app
messaging. I am sorry if ***** did not
receive the email.

            I do see where ***** contacted the
Corporate Office on January 23. At that
time, a Sheetz representative did respond informing ***** that our promotions,
offers and subscriptions do change from time to time. Unfortunately, that was the case with the
drink subscription. We may offer it
again in the future. We will inform
customers via email and in-app messaging should it return.
            I do apologize for the inconvenience
and would like ***** to continue to be a loyal and valued Sheetz customer. As a courtesy, I am mailing a $20 gift
card. I hope this is satisfactory. Thank you very much for reaching out.
                                                Sincerely,

                                                Christine
B*****
                                                Customer
Advocate/Litigation Manager
Initial Complaint
Date:02/08/2023
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.
So I tried to load money on my card though paper money deposit on my cash app on 02/07/2023 at 3:14 in the am to pay my light Bill by 8:30 am so my lights want be disconnected I have 7 kids and a new born the money never went to my account because it said I had reach my limit so I ask could I get my money back and they said they wasn't able to give it back to me because she said it would eventually hit your account but yet it still hasn't hit my account I called Sheetz corporate and they emailed me and said I should never Left the store with out getting my money but the manager said I couldn't get my money back the same thing happened at ********* on the 5th I tried to deposit 500 and it only let me do 298 the lady gave me the rest of my money back I don't understand why Sheetz kept my money for now me and my kids has no lights I'm so sad and confused she should never keep my money now duke energy charge a fee to cut lights back on what about how we have no lights because of this situation when she could just gave my 177 back to me and I have a receipt I have to pay a deposit to get my lights back on plus I was on a payment arrangement now I have to find a way to come up with the deposit to get my lights back on plus 975 to get my lights back on because I was on a payment arrangement now I can't even get a payment arrangement no more this year because I didn't stay to the arrangement because Sheetz took my last money I had to add to my card for my light Bill I don't know what I'm going to do also I never left the store I kept asking for my money back she gave me a receipt and a number no money back all she had to do was give the money back like the email said
Business Response
Date: 02/09/2023

            I am writing in receipt of Mr. *********** complaint
regarding her adding money to her cash app card. Once Sheetz, Inc. takes money from a customer
and applies it to the cash app card, it is assumed that the money has been
applied. In order for Sheetz, Inc. to
refund a customer, we have to wait until the following business day to confirm
that the transaction did not go through. Unfortunately, there is no way for us to determine this
immediately.

            In reviewing our calls, I found that Ms. ********* did
contact the Sheetz Corporate Office on February 7. At that time, we asked Ms. ********* for the
activation slip and she did not have it. If Ms. ********* would have had the activation slip, we may have been able
to refund her money. Please be advised
that Ms. ********* has since received her refund. Our manager refunded her money on February
8.

            We did advise Ms. ********* that should she apply money
to her cash app card in the future to retain her activation slip. We most certainly apologize for Ms. ***********
inconvenience. Thank you.
                                                            Sincerely,
                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Initial Complaint
Date:01/28/2023
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.
Saturday January 28 2023 136am

I just got off a phone call with third shift manager Mason about an online Sheetz food and drink delivery I made at 1233am for my charge on my bank card of 19.26 for three food items. A full size grilled chicken sandwich with mayo a full size Oreo milkshake and cheese sticks. There was a made to order credit and or coupon applied to my Sheetz website order for being a frequent customer that spends lots of money there plus about 10 to eleven dollars in delivery fees. When I first tried making the order it stated door dash was the deliver then it now states sheets is the delivery driver with a Sheetz deliver van icon. I called and spoke with Mason and he has excuses and stated that there was no order sitting there for me and he couldn't tell me who picked it up and when it was picked up by the door dash delivery driver. I frustrated told him if there are no checks and balances for whom and when online pre paid orders are picked up whom they are in partnership with then they should not utilize door dash. I told him upset that it appears they allowed door dash delivery driver to steal my order. I also let Mason know I was not sent any email or text notifications of the deliver drivers being on route to my residence. Mason also didn't have the contact information for the door dash delivery driver or door dash period

My order number for the food that was stolen is 67794052 and I want my damn money credited back to my form of payment!

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