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:08/25/2023
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.
Apple gift card not valid.
Purchased $50 Card on July 5, 2023. Tried to redeem card and got a not valid error
Contacted Giant Eagle customer support and they created a case Number *******
I have been told that this would be resolved within 15 business day from when case was created.
I have called every week or other week asking for an update. I have been told they will contact me.
I have not heard from Giant Eagle and I would like to get this resolved.
I shop at Giant Eagle at least weekly and in some cases twice a week. I would like to have my $50 credited back to me somehow.
Business Response
Date: 08/29/2023
This letter is in response to the complaint submitted by *** *** ***** *egarding difficulties
using an Apple gift card purchased at Giant Eagle. We contacted the consumer directly to
resolve his concerns.

Very truly yours,
Giant Eagle, Inc.
Customer Answer
Date: 08/30/2023
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.

I have not been contacted by Giant Eagle, no phone call, email or letter. My complaint has not been resolved.

Regards,

*** *****
Customer Answer
Date: 09/04/2023
[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:08/22/2023
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 have a complaint. I ordered items to be delivered today between 4:00 PM and 5:00 PM. I wanted it to arrive at 4:30 PM not anytime after or the estimated estimated 28 minutes.

Best regards,
******* *******
Business Response
Date: 08/23/2023
Can the consumer advise which Giant Eagle location she placed the order at? Thank you.
Customer Answer
Date: 08/23/2023
Verona, PA
Business Response
Date: 08/23/2023
We would like to thank the consumer for the feedback. We will forward her concerns to the location and delivery team. Thank you.
Customer Answer
Date: 08/23/2023
[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:08/22/2023
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 have recently needed to get a new advantage card that was connected to advanced pay with get go. Since then it has been removed, and have spent hours attempting to rectify with customer service with Giant Eagle, getgo, zip line, and BMI. Noone helps, and just sends me to another department. I am simply seeking to rectify this once and for all. And to be reimbursed for the times that i have visited get go locations, and was not given the discount due to lack of service.
Business Response
Date: 08/31/2023
August 30, 2023
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* *** ********

This letter is in response to the complaint submitted by *** **** ****** regarding enrollment
in our AdvantagePay program. We attempted to contact *** ****** multiple times to assist with
enrollment, however, we have not received a call back at this time. *** ****** can contact our
customer care department at 1(800)553-2324 for assistance with completing this enrollment.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Customer Answer
Date: 08/31/2023
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.

I received a call and vm. Since that time I have been trying to reach ext 20053. Each time I’m routed back into the general line, or hung up on. Kimberly has answered my call 3 times. Once I was hung up on, once I was told the ext doesn’t exist, and finally xferred back around to the general line. This is consistent with the service provided during the entire time trying to resolve my issue

Regards,

**** ******
Initial Complaint
Date:08/21/2023
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 recently needed to replace my advantage card with giant eagle, which was done. But my old advantage card was enrolled in advantage pay with getgo. I have attempted to resolve this issue with 0 help from customer service with giant eagle, zipline, BMI. I am simply seeing help to get my new card enrolled in the program.
Business Response
Date: 09/01/2023
August 30, 2023
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106

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

This letter is in response to the complaint submitted by *** **** ****** regarding enrollment
in our AdvantagePay program. We attempted to contact *** ****** multiple times to assist with
enrollment, however, we have not received a call back at this time. *** ****** can contact our
customer care department at 1(800)553-2324 for assistance with completing this enrollment.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
Date:07/26/2023
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 purchased a $500 gift card from giant eagle for Home Depot when I tried to use it at Home Depot there was not a PIN number Printed on the card. I returned to giant eagle and explain the issue. The customer service representative said I needed to call the giant eagle 800 number. I called the 800 number and was given a case number and was asked to take a picture of the gift card and email it to them. It has been three weeks I still do not have my $500. I’ve called numerous times and keep getting the runaround still no email of acknowledgment. That they even received my email, or even that they’re working on this case. I’ve spoken to many representatives asked for a supervisor, and every single person is not sympathetic . And says this takes time the last call on July 14. The representative said we were approved for a refund and then it would take 7 to 10 business days to have the refund. I waited the 10 business days still no refund I called and now they said we have two more business days to wait. This is very poor customer service. I’ve asked multiple times to speak to a manager. They have no managers only supervisors who are not helpful at all. This is not. fair I gave *** ****** $500 and it came out of my bank account and it’s been three weeks and I have nothing.
Business Response
Date: 08/04/2023
August 4, 2023
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* *** ********

This letter is in response to the complaint submitted by *** ***** ***** *egarding difficulties
using a Home Depot gift card purchased at Giant Eagle. We contacted the consumer directly to
resolve her concerns.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
Date:07/25/2023
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.
On June 17, 2023 I signed up online for the Wetgo service at $9.99/mo for 3 months. I added 2 vehicles to my account but the system wouldn't let me choose which one for the monthly service so it assigned my daughter's car in error. I called customer service a few days later and received an email that I could change it online or in store. I still could not change it online. After several back and forth emails I was told to go to the store. On about June 23 I went to the store. They couldn't fix it but said their manager could but he wasn't there. They took my phone number and said he'd call back. After 2 weeks I received no call. I called customer service back. I again got an email saying to go to the store. On about July 14 I went to the store. They weren't able to help without the system charging me $1.00 to fix it. The next day I checked my account online. I now had 2 vehicles on the monthly plan and would be charged $19.98 on July 17. I clicked to remove the extra vehicle. A pop-up message said it would be active until July 17. On July 18 I checked my bank account to see I was charged $19.98 for both vehicles. I again called customer service and was told I'd receive an email response. I never received a response. On July 25 I called customer service. They said they'd have someone email me again.

I am not able to fix it online, they're not able to fix it at customer service, they're not able to fix it in the store. This is a horrible customer experience to have a new service that can't be managed by anyone. I typically have my dog with me when I go to Wetgo so I'm not able to go IN the store.

I would like a refund of the $1.00 was charged to change vehicles on my account.
I would like a refund of the $9.99 I was double billed.
I would like to extend the initial $9.99 3 month membership offer for several months for not being able to use the membership and trying almost a dozen times to try to rectify this over the last month.
Business Response
Date: 07/26/2023
July 26, 2023

Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* ** ********

This letter is in response to the complaint submitted by Jodi Waugaman to the Better
Business Bureau regarding WetGo Unlimited Program.
We wish to thank *** ******** for voicing her concerns, and we will reach out
directly to the consumer to resolve.
Very truly yours,
Giant Eagle, Inc.
Initial Complaint
Date:07/23/2023
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 several e-cards virtual gift cards. I have a total balance left of $36.00. I have tried to use them several different times and they decline every time. I have called the 1 800 number multiple times for over a month or two and I get nothing but transferred to different departments and nobody knows how to help me. I called corporate again nobody can help me and were very rude. All I want is a gift card that works so I can use the $36.00 balance I have left.
Business Response
Date: 08/03/2023
August 3, 2023
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* *** ********

This letter is in response to the complaint submitted by *** ***** ****** regarding difficulties
using her virtual gift cards purchased through Giant Eagle. We contacted our card service
vendor who has reached out directly to *** ****** to gather additional information.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Customer Answer
Date: 08/03/2023
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.I read giant eagles response. Yes they did call but when I answered nobody was there. I said hello repeatedly and nothing. They never called back. I called them and like always nobody could help me. I sent pictures of the gift cards somehow when I was placing an order online I accidentally deleted a $10.00 gift card. I had a total of $36.00 that I couldn't use. They keep wanting to send me to the gift card center but when I talk to someone they can't help me then they transfer me to someone else who also can't help me. These are virtual gift cards that was sent to me thru email. They are not gift cards that I can swipe through the machine. This has gone on way to long now and I've called corporate and they can't help me either. I purchased these card through the giant eagle website so you would think somebody would know how to help me. I rely on every bit of money i can im disabled and on very low income. I got these cards because i needed food for my child and I. We went without food because of the cards declining and nobody anywhere in that business could help me. All i want is my money back or an actual gift card i can use so i can get the food we need.Thank you ***** ******
Regards,

***** ******
See Attachments
Initial Complaint
Date:07/19/2023
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 walk into a giant eagle and find they are trying to sell books and cards to children that contain content that is not suitable for the section or advertised age group. I’ve been to multiple stores and got all same results where all locations of items are the same and way they designed is appalling to customers. Giant eagle can be taken as supporting extremist hate groups if products aren’t taken off the shelf. I got corporate contact info but don’t know if they got my letter. Workers in the store freaked in shock when they saw the images of the Klansmen Pokemon. They called corporate over it but it happened weeks before. I was not expecting my kid to have a Pokemon book with Klansmen dragons in it. They are trademarked as Kyurem black or white and Zekrom. The manufacturer said they are ok with the resemblance and think the hateful symbols they make are ok for kids. Don’t keep these things in the store because they make customers and everyone in the building uncomfortable. The workers I talked with scrambled and didn’t know what to do. Zekrom is imaged next to identical klansmen and Kyurem black or white is with corresponding klansmen. It was made by the manufacturer. I want the products taken down and items I purchased with the characters from giant Eagle to be returned. They told me if the manufacturer doesn’t want to help to contact Giant Eagle back and it’s what I’m doing.
Customer Answer
Date: 07/20/2023
The location was Squirrel Hill Giant Eagle
1901 Murray Avenue
Pittsburgh, PA 15217 but this is every location I’ve been to have it.

Regards,

***** *****
Business Response
Date: 07/24/2023
*** ********* ** ********

This letter is in response to the complaint submitted by ***** ***** to the Better
Business Bureau regarding the Squirrel Hill Giant Eagle located at 1901 Murray Avenue
Pittsburgh, PA 15217.

We wish to thank ***** ***** for voicing his concerns, and his inquiry will be
forwarded to the appropriate department for review.
Very truly yours,
Giant Eagle, Inc.
Initial Complaint
Date:07/17/2023
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.
Shopped at the Crafton Store (all the employees there save one are INCREDIBLE!!! and literally the ONLY reason other than the UPMC Card acceptance that I consistently pay disrespectful prices).

On July 3 I had a $266 order that should have mostly, if not all, been covered by my UPMC Shop Healthy card. They were unable to process my card after 90 minute of shopping and 20 minutes in checkout.. There were NO signs and no alerts in their store that these cards were not working so that people didn't waste their time shopping. I was pressured to put it on my credit card with a line of people behind and the front of house lady overseeing the cashiers gave me no alternative guidance. She then blamed UPMC for the system failure, but I was able to confirm both with GIANT EAGLE and UPMC alike that it was actually Giant Eagle's system/tech problem and fault. Giant Eagle should have taken the responsibility to have signage at the entrance and near the checkouts that they were experiencing a system failure before customers spent THAT much time. On top of that, like myself, many people with these shop healthy cards are disabled or elderly. It's a real challenge having Sjogren's disease to spend that much time shopping, only to not be able to check out with the card. It is an ENORMOUS financial hardship to have $266 on a credit card. Not only was this a physical strain, but the thought of putting everything back as I was asked to do and have to shop again literally made me want to cry. The absolute inconsideration and lack of respect for your customers is disgusting.

I called their customer relations line on July 3 and July 11 and STILL as of July 17 not heard back from ANYONE in the company. I am now filing this complaint and copying it via snail mail to **** ****** and **** *****.

I will be happy to accept the refund via Check OR Gift Card as I think that would be fair, but nothing will take back this horrendous experience.
Business Response
Date: 07/21/2023
The store was having intermittent problems with the UPMC OTC card for much of the day. The confusion was that some cards went through and some were denied. There were signs on our front doors explaining the problem. Approximately 5-10 customers had their cards denied and made a choice of whether to pay for their groceries or have us put the groceries back on the shelf. We NEVER have a customer put their own groceries back as *** ********* had suggested. *** ********* made a choice to pay for them with a credit card . We would have even held the groceries for him if he wanted. We have offered a $50 gift card to him but we will not pay for his entire order. We have also suggested that we can take the UPMC authorized items and give him a credit on his credit card and these items can be repurchased with the UPMC card.
Customer Answer
Date: 07/21/2023
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.

Business did not offer me the option to hold the groceries, made me feel VERY pressured and gave me NO options. Manager Steve and Chris are awesome, CERTAINLY not as a result of the corporate attitude of this company. You might want to revisit how Giant Eagle was built. Chris and Steve should remind YOU

Regards,

****** *********
Initial Complaint
Date:07/17/2023
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.
Purchased a $500 gift card from Giant Eagle, went to use the giftcard and it was invalid. Went back to the store and they replaced said card, with another card that also doesn't work. Told to file a claim. After daily calls, to escalate this issue and speak with a manager, i haven't received any call back from management. Giant Eagle is holding $500 of my daughters money 'hostage' while they work with the merchant to resolve. Terrible customer service.
Business Response
Date: 07/18/2023
July 18, 2023
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* *** ********

This letter is in response to the complaint submitted by *** ********* ********* regarding
difficulties with a purchased gift card. We have contacted *** ********* and refunded the gift
card. We apologize for this inconvenience.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle

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Giant Eagle Inc is BBB Accredited.