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:01/27/2023
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 ordered and paid for a meal online on 1/27/23. I went to pick it up and gave them my name, and they gave me the wrong order. I have emailed the company multiple times to resolve the issue and they refuse to contact me. I am just trying to get a refund for them not giving me the correct order.
Business Response
Date: 01/31/2023

          I am writing in
follow-up to Ms. ******** Complaint wherein she indicates that she received the
wrong order. I have investigated the
matter and found that Ms. ****** emailed Sheetz, Inc. on Friday, January 27. On Sunday, January 29, our customer service
department emailed Ms. ****** back acknowledging her email and asking her if
she would prefer a gift card in the amount of $20 or four (4) MTO coupons. Ms. ****** emailed back on that same day indicating
that she would prefer the four (4) free MTO coupons. Since
it was after hours, unfortunately, the MTO coupons were not added to her
MySheetzCard until Monday, January 30. However,
they were added. It appears that Ms.
****** filed the Complaint on the same day she emailed Sheetz for a resolution.

          Please be advised that
it can take up to 48 hours for Sheetz to get back to a customer’s email or phone
call. I am hopeful that Ms. ****** will
continue to be a loyal Sheetz customer. I
apologize for Ms. ******'s inconvenience. Thank
you.

                                                  Sincerely,

                                                  Christine
B*****
                                                  Customer
Advocate/Litigation Manager
Initial Complaint
Date:01/10/2023
Type:Billing 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.
There was a fraudulent transaction on my debit card and the sheetz staff has been unhelpful in removing it because they want to keep the stolen money. I was told it was an online food purchase - which means someone went into a location on camera and picked it up. Not me. I did not ask for this and you cannot steal from me!!!
Business Response
Date: 01/17/2023

            I
am writing in follow-up to a Complaint received in my office from Mr.
********. Please be advised that Sheetz
does not steal from its customers. Furthermore,
I talked with Mr. ******** on January 10, 2023 and I knew that there had to a
logical explanation. It appears that
there was. Mr. ******** reached out to
Sheetz on January 14, 2023 and said he was extremely sorry and embarrassed to
admit but an acquaintance of his who he hasn’t seen in sometime still had his
credit card information in his app. Apparently this acquaintance reached out to Mr. ******** to inform him
that he made the charge.

            I
am pleased that Mr. ******** was able to get to the bottom of his issue. Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Customer Answer
Date: 01/17/2023

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:12/31/2022
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.
These debit cards & these businesses are scamming, taking money off of peoples card I ask for $30 for gas thus they suppose to minus $30 from card, plain & simple. not $39 plus + $75 (as pending, their excuse for taking someone Ms money hoping they will forget about it) this is the second time this has happened a different company but the same scam. This from Sheetz store #720 summerton, S.C.. All seem to have an excuse for why they take these different amounts of money. I call it stealing. thief plain & simple. Please have these businesses & scam businesses stop it. They kept the the gas pump going beyond $30 I guess as their excuse to extend card payment to +$75 as pending a scam, an excuse to prolong or pend. Usually the pump stops once you agreed to pay your amount you ask for.
Business Response
Date: 01/16/2023
Dear
Ms. *****:

            I am writing in follow-up to Mr.
*******’s complaint wherein he indicates that the amount of fuel, along with an
additional amount is being debited from his account. Businesses, along with banks, are sending
pending authorizations to accounts when a debit card is being used for
purchases, especially for purchases such as fuel. These authorizations are not charged against
a cardholders account. This is simply an
authorization to verify the account and that there is enough money in the
account to continue the transaction. These amounts vary from business to business and from bank to bank.

            I would be interested to see Mr.
*******’s account where the $75 authorization was also debited from his
account. Please request Mr. *******’s
bank statement to show that the monies were taken out. Most certainly if this was the case, we most
certainly would have it returned to him at once.

            Thank you so much for your
assistance in this matter.
Sincerely,
Christine B*****
Customer Advocate/Litigation Manager
Initial Complaint
Date:12/30/2022
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 another victim of having received a Sheetz gift card that disappears. You are told that you must enter the card number and code in the app, it then tells you it is accepted. Later, when you wish to redeem it, it has disappeared. You have no gift card balance. See numerous similar complaints online. Try to call them and put on hold indefinitely. After the app said card was entered, I threw away the receipt. What a scam.
Business Response
Date: 01/17/2023
Dear Ms. *****:

            I am writing
in follow-up to Ms. ********’s complaint regarding entering a gift card into
her MSC app. Please be advised that when
a user adds a gift card, there is a series of steps that have to be taken,
including creating a pin. Once the pin
is created, the user must then hit the continue button. The gift card is then added to the user’s
account and ready for use. We were able to review Ms. ********’s account
to determine what happened. In reviewing
her account, it appears that after setting up the pin, she did not hit the
continue button. Therefore, the balance
never appeared because it was never accepted.

            It is
important to note, Ms. ******** contacted the Corporate Office on December 30 regarding
this issue. At that time, Ms. ********
advised the Sheetz representative that she received the gift card as a
Christmas present. We asked her to
provide us with some additional information (such as the sender’s email address
or their name) so that we could look up the gift card number, thereby allowing
her to re-enter the information into her app. Ms. ******** refused to provide us with this information since the
purchaser was not a Sheetz customer. We
did advise Ms. ******** that the purchaser does not have to be a Sheetz
customer. We need this information merely to
look up the gift card number so she can get her funds. Without assistance, we are not able to help
Ms. ********.

            I would be
more than happy to assist Ms. ******** in getting her gift card balance. However, she must be willing to provide
additional information. I can be reached
at ###-###-####. I welcome Ms.
******** to contact me directly for assistance. Thank you!

                                                Sincerely,

                                                Christine
B*****
                                                Customer
Advocate/Litigation Manager
Initial Complaint
Date:12/22/2022
Type:Sales and Advertising 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.
Sheetz is using False Advertisement
November 24-28, 2022 Sheetz had a promotion that I found out about from an email they sent me. Buy $25 of gift cards and receive $0.60 off gas up to 25 gallons.
I clicked on the link of participating locations and it showed all my local Sheetz locations. I went to my local Sheetz and bought a $25 Lowes gift card on November 24, 2022. I went to the gas pump to get my discount but there was no discount.

I contacted customer service:
Dear,
Thank you for contacting Sheetz!
I have manually added the 0.20 and 0.40 fuel reward to your My Sheetz Rewardz card for the inconvenience.
Have a great day!
Sincerely,

Customer Service Representative
Sheetz, Inc.
Issue #*******

I tried multiple times to use this discount at the gas pump but the discount never shows up. The discount is listed in my account. I contacted customer service multiple times since to find out how to use this discount but Sheetz customer service never gets back to me.

Now Sheetz is running this scam again December 21-26, 2022.

I was going to use the gift card for a Christmas present, but now I just want to return it and get a full refund. This transaction with Sheetz has been a major waste of time. I will not buy anything in their store again.
Business Response
Date: 12/27/2022

            I
am writing in follow-up to Mr. ******’s Complaint regarding purchasing a gift
card during a promotion we offered. Sheetz, Inc. did offer a promotion that when a customer purchased a gift
card for $25 or more, a 60 cent fuel discount would be added to their
MySheetzCard (“MSC”) account.

            In
reviewing Mr. ******’s account, it appears that the discount was added to his MSC
account and expired. When Mr. ****** contacted
Sheetz, Inc., they did add the 60 cents back to his MSC, and once again,
expired. Please be advised that promotional
points do not expire within one year, as other points earned. Customers should be made aware of points
expiration dates when they are added onto their MSC account.

            Mr.
****** indicated that the discount was showing in his account, but would not
work at the pump. I am unsure why Mr.
****** had an issue using the discount. I have added 75 cents (3-25 cent
rewards) to Mr. ******’s MSC account today; therefore, he should be able to use
it immediately. The points will not
expire for one year.

If
Mr. ****** has an issue while at the pump, please have him go into the store
and have our store manager assist. However,
I am hopeful that he will not have an issue using this discount. Should Mr. ****** have any other questions,
he can feel free to call me directly at ###-###-####. I will email Mr. ****** a copy of this letter
so he is aware that the discount is now on his MSC account. Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Customer Answer
Date: 12/27/2022

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:11/08/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered from delivery Nov 8. I paid $15.79 for my order #********. It never delivered and I would like a full refund.
Business Response
Date: 11/11/2022
**** *** ******

          I am writing in follow-up to Mr. ******* complaint wherein he indicates he placed an order for delivery and it was never
received. I sincerely apologize for Mr.
******* experience. For his
inconvenience, I am going to forward Mr. ***** a gift card in the amount of
$25. In the future, should this occur,
Mr. ***** should contact Doordash. Sheetz, Inc. contracts with them and they should be made aware of this
issue. In fact, they should provide Mr.
***** his refund should this happen again.

          I hope Mr. ***** will continue to be a
loyal Sheetz customer. Thank you for
allowing us to make this right.

                                                  Sincerely,

                                                  Christine
B*****
                                                  Customer Advocate/Litigation Manager
Customer Answer
Date: 11/11/2022
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:11/06/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sheetz advertises sales prices that need sheetz card but refuse to give customers sheetz card to use. I have asked on multiple occasions and instead of honoring discount, they charge higher than any other store without the discount. Clear false advertising.
Business Response
Date: 11/11/2022
**** *** ******

            I am writing in
follow-up to Mr. ********* Complaint wherein he is disappointed that Sheetz
offers discounts to its loyalty card members and not to those who do not hold a
loyalty card. Sheetz does offer a
loyalty program, just as many, many other retailers offer to their
customers. With the Sheetz loyalty program,
a customer can earn points, based upon their sales, toward items in the store
and receive a discount on fuel. We will
even offer discounts various items from time to time. These perks are part of the benefit of being
a Sheetz loyalty card holder.

            I understand some
customers do not want to participate in the loyalty program. Unfortunately, in order to take advantage of
the aforementioned benefits, a customer has to be a member of the loyalty
program.

            Signing up is
easy. I know some customers are afraid
their information will be distributed to and used for outside marketing
purposes. I can assure you that Sheetz,
Inc. does not distribute customer’s information.

            Should Mr.
******* wish to take advantage of the program and become a member, he can get
the application at one of our store locations. I would be happy to talk to him at length about the program if he is
interested. My phone number is: ###-###-####. I am happy to help.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Initial Complaint
Date:10/17/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10/12/22 i went to Sheetz to pickup my online order. When I got to the store the keypad would t read my EBT card but I wasn’t worried because I’ve had Sheetz manually enter my card information before. I have personally been able to manually enter my card here before. The cashier denied ever allowing Customers to manually enter their card and did nothing to help me. I asked them to call another employee to see if they can help and the second employee was even more rude. Since when did Sheetz stop allowing us to manually enter our card information? If you can’t do that for us then why are you taking that form of payment period? This is my only means of getting food and not only was this extremely embarrassing but I had to use another form of payment that I didn’t have funds for, it was that or I was denied service. The cashiers were rude and had the nerve to ask when I’m getting a new card. Not soon enough to help me right now. They did absolutely nothing to help me. I know for a fact I’ve entered my card info here before as well as others who have had it done for them too. This is my only Source of food and the fact that they couldn’t or wouldn’t try to help me is really bothersome. What happens if a customers Visa card won’t swipe does the cashier enter their card info or are they screwed. The key pad is made for this type of issue and if Sheetz doesn’t do this service anymore than it needs to be publicized.
Business Response
Date: 10/19/2022
**** *** ******
I
am writing in follow-up to *** ********* complaint, ID Number ********. In
reviewing the facts, it appears that one of our locations would not enter her
EBT card number manually. Sheetz, Inc.
will enter a customer’s EBT card number into the POS manually, but I would like
to follow-up with the store to determine if there were extenuating
circumstances. Please provide me with a
store number so that I can follow-up after this response.

            Additionally, *** ******* references entering a Visa card
number into the POS manually. Please be
advised that it is the policy of Sheetz, Inc. not to enter any other card numbers than a customer’s EBT card into
the register. This is to protect our
customers.

            As a courtesy, I am mailing *** ******* a gift card in
the amount of $20 for their inconvenience. I am hopeful that you will provide me with a store number so that I can
reach out to make sure they are aware of and following our policy. Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Initial Complaint
Date:10/08/2022
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.
On 10/6, I paid for $20 in gas and got a bottle of water. The total was 21.42. I was around the store and by the time I got to the tank, it had "timed out". I went back into the store and told them it wouldn't pump. She told me what happened and said it had been credited back to my card. Not only did she NOT credit it back, she charged me $40 extra! For a total of $61.42! I called Sheetz customer service and she told me she was sorry but she couldn't do anything. I just want the $40 credited back to my card.
Business Response
Date: 10/18/2022
**** *** ******

            I
am writing in follow-up to Complaint ********. After reviewing the facts provided by **. ******, I was able to retrieve
information from her call into our 24-hour customer service center. She did provide the last four digits of her
credit card at that time, which was very helpful. It appears that we did charge *** ******** card $20 and $21.42. There is a refund
in the amount of $20 shortly after the $20 charge was made. With respect to the additional charge for
$40, we are not showing this in our records.

            Therefore,
I am asking *** ****** to provide her credit card statement. Since we have nothing in our records, I am
unable to return her money at this time.

            I
will await additional information from *** ******. Thank you.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Initial Complaint
Date:09/07/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Sunday September 4, 2022 I drove to this gas station to purchase fuel and a drink in the amount of $52.66. The attendant failed to activate the correct pump I was on and attempted to give me a credit which failed. He then charged me an additional $50.00 for the gas. My tank was empty and urgently needed fuel. I did not find out until the following Tuesday that no credit was ever given. I called Sheetz three times on the same day, the following Monday, and Wednesday September 7th. They investigated and forwarded my issue to their accounting department. However, they told me it would take three to five business days for my refund which means I will not see it until September 14th. This is unacceptable as Sheetz has already profited from the $50.00 charge and is simply delaying to save money on their end.

I filed a dispute with my bank when the payment was processed Wednesday September 7th. The bank will refund my money by tomorrow and will investigate how this transpired. The only correction I seek is an apology from Sheetz.
Business Response
Date: 09/20/2022
**** *** ******

            I am writing in follow-up to Mr.
********** Complaint regarding his being double charged at one of our
locations. Please be advised that my
investigation found that we did make a mistake and he was double charged. Also, Mr. ******** should be aware that any
time a refund is issued it takes 3-5 business days. This is not a Sheetz policy. This is industry-wide. I sincerely apologize for the inconvenience
and would like to send a $20 gift card for his inconvenience.

            I trust this correspondence has been
helpful. I hope that Mr. ******** will
give us another chance and continue to be a loyal and valued Sheetz
customer.

                                                            Sincerely,

                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Customer Answer
Date: 09/28/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

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