Business Profile

Grocery Store

Giant Eagle Inc

Complaints

This profile includes complaints for Giant Eagle Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

154 total complaints in the last 3 years.
61 complaints closed in the last 12 months.

If you've experienced an issue

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:11/20/2023
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 purchased five $100.00 homedepot gift cards from market district Robinson, PA on 10/27/23.
3 of the 5 did not have pin numbers. The gift cards were presented during checkout at homedepot and that is when the back part was scratched off ( in front of home depot associate) to reveal that the pin number was completely missing from 3 of the cards. It was not scratched off or hard to see, it was completely missing.
I purchased these gift cards to make an important purchase at home depot.
Now I have $300 tied up not usable.
I returned to Giant Eagle the same day and the manager advised me that I must have scratched the gift cards to roughly there by scratching off the pin number. They would not help me. They advised me to call giant eagle customer care center which I did promptly. Customer care advised me to email [email protected] with attached photos of the gift cards and explain the issue. I emailed on October 28th * **** * ******** and finally heard back on November 17 that home depot denied my refund and i could try to reach out to them. I called giant eagle customer care back today November 20 and they will do nothing. They will not stand behind there customer. The defective gift card was purchased from their store and they won't do anything. To add to this mess I went to home depot November 19, and spoke to a manager regarding all of this. The manager looked up my gift cards to find that they have been used for multiple purchases in multiple amounts by different names on the orders in multiple different states. I have the physical gift cards in my hands along with my receipt of purchase from giant eagle. How does this even happen. Home depot at least advised my to report this as fraud to my credit card company. Giant eagle offered no resolution and I don't think I will ever purchase gift cards or maybe anything else from giant eagle if this is the lack of support they provide to their customers.
Business Response
Date: 11/30/2023
November 30, 2023
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
RE: ********* *** ********

This letter is in response to the complaint submitted by *** ********* ****** regarding
difficulties using Home Depot gift cards. Giant Eagle has contacted Home Depot who will be
sending *** ****** *eplacement cards.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Customer Answer
Date: 11/30/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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:11/15/2023
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.
Giant Eagle charged me twice for one transaction.
Business Response
Date: 11/26/2023
November 24, 2023
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
RE: ********* *** ********

This letter is in response to the complaint submitted by ***** ****l regarding a duplicate charge
for a transaction on November 6, 2023. This duplicate charge was refunded on November 20,
2023.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
Date:10/02/2023
Type:Delivery 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 groceries on the website. I used my ebt card and debit card. My debit card was charged a different price and I want a refund. I need confirmation that I won't be overcharged the next time I order. Also, a juice I order regularly was hidden on the day I entered the website. I want to always be able to order the items that I regularly choose.
Business Response
Date: 10/12/2023
October 12, 2023
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* *** ********

This letter is in response to the complaint submitted by *** ******* ******* regarding a recent
online grocery order. For the order placed on September 30, 2023, the available funds on the
EBT payment did not cover the whole order, so debit card was charged to cover the remaining
balance.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Customer Answer
Date: 10/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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:09/19/2023
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.
Ok, a week ago Thursday we have purchased 139 in grocery's. Got checked out. Register froze (black screen) went to another checkout with a different cashier. Rung us up again , same items different price. I did not get reimbursed for the first transaction. This was on my snap card . I balanced my snap for the month and well this screwed me up. Plz help some how to get it refunded of 139 gift card or some thing.
Business Response
Date: 09/20/2023
RE: Complaint ID ********

This letter is in response to the complaint submitted to your office by *** ******* *******
regarding her experience at our DuBois Giant Eagle.
We would like to thank *** ******* for her feedback. We are contacting the consumer directly
to resolve her concerns
Very truly yours,
Giant Eagle, Inc.
Customer Answer
Date: 09/27/2023
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.

From: ******* ******* ***************************>
Date: Wed, Sep 27, 2023 at 9:20 AM
Subject: Re: ********
To: BBB Info <[email protected]>

I didn't get an answer I just need the 139 in either snap or gift card or something that they messed up on. This hurt my groceries bad for this week, .

Regards,

******* *******
Business Response
Date: 09/27/2023
September 27, 2023

Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
RE: Complaint ID ********

This letter is in response to the complaint submitted to your office by *** ******* *******
regarding her experience at our DuBois Giant Eagle.
We would like to thank *** ******* for her feedback. We have successfully contacted the
consumer to resolve her concerns.
Very truly yours,
Customer Answer
Date: 09/29/2023
From: ******* ******* ***************************>
Date: Thu, Sep 28, 2023 at 10:54 PM
Subject: Re: ********
To: BBB Info <[email protected]>

I wish to thank you. My problem got resolved.
Initial Complaint
Date:09/18/2023
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 placed a pickup order for groceries. Giant eagle advertised sale prices on many of the items I purchased. They even sent me a total price for the order.
The next day Giant eagle charged me $30 more for these exact groceries and told me the sale was over with no warning or notice whatsoever. They also sold me many damaged goods and expired items.
I contacted giant eagle customer service and they told me "too bad for you" and did not even attempt to rectify the situation.
Business Response
Date: 09/28/2023
September 28, 2023
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* *** ********

This letter is in response to the complaint submitted by *** **** ********** *egarding the
pricing for a recent curbside order. When submitting a curbside order, there is a pricing
disclosure in place advising that the total displayed when the order is placed reflects the current
sales prices, however, the final total is not charged until the order is picked up and applies the
current sales prices of that day. This order was placed on a Wednesday, and picked up on a
Thursday, which was the first day of the new weekly sales ad. Our Customer Care Department
emailed this information to the consumer after he originally contacted us about this matter.
Review of the order indicates that all products were priced correctly for the date the order was
picked up.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
Date:09/17/2023
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 went to the customer service desk to get my Western Union money and the cashier stole my ID and refused to give it back. I came in several times to get more and they kept asking for my ID when they had it. They had my phone number and noone attempted to contact me regarding it. She must have hid it or something. This was at the Caste Village Giant Eagle. I had to get a whole new card $40 replacement and then I went in yesterday and a boy recognized me and gave me it back. Why would they do that?? Foul.
Business Response
Date: 09/18/2023
RE: Complaint ID ********

This letter is in response to the complaint submitted to your office by *** ***** ********
regarding her experience at the Caste Village Giant Eagle.
We would like to thank *** ******** for her feedback. The store attempted to call the number
associated with *** ********** ID but it was invalid. The ID was returned to the customer when
she returned to the store.
Very truly yours,
Giant Eagle, Inc.
Initial Complaint
Date:09/15/2023
Type:Order 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 writing to express my concerns regarding the recent policy changes at Giant Eagle Pharmacy, located in Slippery Rock, Pennsylvania, and to seek policy guidance from the State Department of Pharmacy.

I am a long-standing customer of Giant Eagle Pharmacy, having relied on their services for decades. Over the years, I have encountered various levels of professionalism, but the convenience of the pharmacy's proximity to my residence has kept me as a loyal customer.

However, my recent experience has left me both inconvenienced and concerned. For many years, I had been accustomed to refilling my benzodiazepine medication every 28 days. It was a routine that allowed me to manage my personal appointments and travel plans effectively, with a two-day buffer for medication refills. This system worked well for me.

To my surprise, without prior notice or communication, Giant Eagle Pharmacy altered their policy regarding benzodiazepine refills. The change extended the refill period to 30 days, effectively eliminating my two-day buffer. As a senior citizen who frequently travels and relies on this medication, this alteration has caused me considerable inconvenience and undue anxiety.

I understand the importance of proper regulation and oversight in the pharmaceutical industry. However, I believe that such policy changes should be communicated clearly and with adequate notice to patients who depend on these medications for their well-being.

Specifically, I seek clarification on the policies related to benzodiazepine refills and the responsibilities of pharmacies in communicating changes to their customers. Additionally, I would like to register a formal complaint against Giant Eagle Pharmacy in Slippery Rock for their lack of transparency and consideration in implementing this policy change.

I believe that clear communication and consistency in pharmacy policies are vital for the well-being of individuals who rely on these medications.
Business Response
Date: 09/19/2023
September 18, 2023
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
RE: ********* ** ********

This is a follow up letter in response to a patient’s concern expressed on 09/15/2023 regarding a recent
pharmacy interaction. We at Giant Eagle strive to provide best in class customer service to all patients.
Regarding the patient’s concern that *** ******* was not able to receive a medication two (2) days early and
that this was not adequately communicated to him, The United States Controlled Substance Act Part 1306.04
requires a pharmacist to exercise their professional judgement and corresponding responsibility when filling or
refilling a controlled substance prescription. Further, Pennsylvania regulations provide that a pharmacist may
only refill a prescription at a reasonable time prior to when the prescription would be consumed according to the
prescriber’s directions. Pennsylvania regulations also require a pharmacist to exercise their professional
judgement by performing a prospective drug utilization review when filling a prescription. These regulations
require a pharmacist to review clinical items such as, but not limited to clinical misuse, therapeutic
appropriateness, accumulation of medication, proper dosing, or drug interactions. Giant Eagle supports its
pharmacist in their professional judgement when performing their required corresponding responsibility.
In a review of *** ********* prescription refill history, the most recent prescription was picked up on 9/17/2023
with the previous prescription being picked up on 8/19/2023, which is at 29 days of therapy (1 day early). Giant
Eagle pharmacists will continue to exercise their professional judgement when filling or refilling controlled
substance prescriptions following federal and state regulations.
Christopher M****** ******
Director, Pharmacy Quality, Compliance and Preparedness
Initial Complaint
Date:09/14/2023
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.
Hello,
Every once in a while Giant Eagle offers bonus perks when purchasing gift cards. Between 7/27/23-8/9/23 the Giant Eagle Gift Card Gallery had an offer of 4x Perks for pro members, which I am. I purchased a number of Best Buy gift cards which were park of the offer.
• 8/4/23 2 Best Buy gift cards totaling $1000
• 8/5/23 1 Best Buy gift card totaling $267.90
• 8/9/23 2 Best Buy gift cards totaling $1000
I checked my Perks log to see if I received the perks associated with the offer but they were not listed. I waited a few days and checked again - still not listed. I emailed Giant Eagle on August 9th inquiring about the perks but nobody answered my question.
I want the proper number of perks added to my card.
Business Response
Date: 09/18/2023
RE: Complaint ID ********

This letter is in response to the complaint submitted to your office by *** ***** *******
regarding his inquiry.
We would like to thank *** ******* *or his feedback. We are reaching out to the customer to
resolve.
Very truly yours,
Giant Eagle, Inc.
Customer Answer
Date: 09/21/2023
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.
We were told we were sent an email regarding this matter but ***** did not receive it. We need to send the receipts to an email. Please send again to:
***********************
or
*******************

********

***** *******
Customer Answer
Date: 10/23/2023
Complaint Detail / Problem
Complaint Type:
Service Issues
-- Please Select the Nature of your Complaint --
select
Problem:
I have recently filed a complaint against Giant Eagle for not applying additional Perks to my account. However I discovered that when reviewing my Perks activity there were two other transactions where the gift card purchase was not listed at all. Attached are two invoices where it shows I purchased a gift card (one for Uber, the other for Starbucks). These transactions do not appear in my Perks activity. I should be credited for a $400 and $500 purchase plus 4x the perks because these gift cards were purchased during a promotional period where 4x the Perks were rewarded. In previous transactions where I purchased an online gift card it would list, "Online Gift Card Purchase" plus the 4x bonus perks. The attached documentation shows the date and amount of purchase, plus screenshots of the transaction not appearing in my Perks activity, nor the 4x bonus perks.

Desired Resolution / Outcome
Desired Resolution:
Billing Adjustment

Business Response
Date: 12/14/2023
December 14, 2023
*** ********* ****
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
RE: Complaint ID ********
**** *** *****
This letter is in response to the complaint submitted to your office by *** ***** *******
regarding his inquiry.
We would like to thank *** ******* for his feedback. We are reaching out to the customer to
resolve.

Very truly yours,
Giant Eagle, Inc.
Initial Complaint
Date:09/12/2023
Type:Order 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.
Signed up for a buy one month, get one month free car wash at the Wetgo location at 1810 Lincoln Highway, North Versailles, PA 15137 on 7/10/23. I immediately cancelled the renewal subscription on the Giant Eagle website as I did not want to be billed for another month after my two months were up. I received a charge for $29.95 on my VISA card on Sept 10, posted Sept 11. I called Giant Eagle immediately upon their next open for business day (Sept 11) and spoke with a customer service rep named Mikala who assured me this charge would be refunded. The reference number was 4507263. I received an email on on Sept 12 stating they have a no refund policy and that I would need to go directly to the N Versailles location to cancel. What?? As large as Giant Eagle is, you need to go back to the original location to cancel? I tried calling the location via the phone number on the receipt (yes I still have it) and it just rang and rang, then hung up on me. I tried to go on their site, WetGo.patheon to cancel and can't sign in as the person who singed me up never took down any of my information other than a cell number. This is a blatant case of making it so difficult to cancel a subscription so they can continue to charge your account even though I cancelled it previously and could not cancel it now even if I tried. I want my credit card refunded, that is the LEAST that Giant Eagle could do. I have never been so disappointed with a company for which I patronize on a weekly basis buying groceries and gas in my life.
Business Response
Date: 09/13/2023
RE: Complaint ID 20592015
This letter is in response to the complaint submitted by *** ****** to the Better
Business Bureau regarding the WetGo Unlimited Program.
We wish to thank *** ****** *or voicing his concerns, and we will reach out directly to
the consumer to resolve.
Very truly yours,
Giant Eagle, Inc.
Customer Answer
Date: 09/19/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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:09/07/2023
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.
On 7/29/23 my husband bought groceries with a GC. The clerk told him it had a 0 balance and threw it away. The receipt when he got home said the card has $455.47 left on it. I called the GC dept at the corporate office and have gotten nowhere. They keep telling me it is being worked on. I have called 3 times. That is a lot of money to wait over a month for. Our case number is ******** The number I have been calling is ************ Thank you!
Business Response
Date: 09/18/2023
RE: Complaint ID ********

This letter is in response to the complaint submitted by Ms* ******** **** regarding a Giant
Eagle Gift Card. We are contacting the consumer directly to resolve her concerns.
Very truly yours,
Giant Eagle, Inc.
Customer Answer
Date: 09/27/2023
From* ******** **** ******************
Date: Wed, Sep 27, 2023 at 10:45 AM
Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
To: Better Business Bureau <[email protected]>

Hello,
I have received the gc. Thank you for your help!

Thank you,
******** ****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Giant Eagle Inc is BBB Accredited.