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 ComplaintThe 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:07/12/2023
Type:Product IssuesStatus: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 5/28/2023, three $50 gift cards were purchased at the GetGo on Lebanon Road in West Mifflin, PA. When it came time to use the gift cards, we discovered that one was not activated. We then realized the number on the card did not match any of the numbers on our receipt. We immediately returned to the store and the staff there told us there was nothing they could do about the problem; we would need to contact Giant Eagle and provided us with a phone number to call. We have since called 4 times (6/5/2023, 6/7/2023, 6/12/2023, and 6/23/2023). During my initial call, I was provided a case number ******* and have never received any response from Giant Eagle. We were told on our 2nd call that it could take up to 30 days before someone responds. 45 days later, nothing yet. We handed the clerk 3 gift cards at checkout. It would be reasonable to expect the same 3 gift cards to be returned to us. We looked away from the clerk while she was scanning the gift cards. We believe the only way we could have received an inactive gift card is if the clerk at GetGo switched out one of the cards while processing the purchase transactions. In our minds, that is theft. We want 2 questions answered: 1) Has the gift card with the number on our receipt been used? 2) When will we receive a $50 gift card we purchased? Maybe, more importantly, a 3rd question should be asked - will there be any investigation to determine how this scenario happened?Business Response
Date: 07/18/2023
July 14, 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 apologize for this inconvenience and have mailed a replacement
card to *** ******
If you have any questions, please feel free to contact me.
Very truly yours,
Giant EagleCustomer Answer
Date: 07/18/2023
[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:07/10/2023
Type:Service or Repair IssuesStatus: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 Giant Eagle and purchased these items at the sale and was still charged. The rep was rude stating customer service was closed and that I could not get a refund for my money. I had to go home and freeze the meat due to it was on sale so how was I going to bring it back! Notice the mayonnaise was on sale and rung at regular price. This store need to ensure the system is updated! It is not our responsibility as customers. And why is customer service closed while the store is still openedBusiness Response
Date: 07/11/2023
*** ********* ** ********
This letter is in response to the complaint submitted to your office by *** ****** *****
regarding her experience at our Sheffield Village Giant Eagle located at 5231 Detroit Road
Sheffield Lake, OH 44054.
Based on *** ****** receipt, the sale price of the meat ($10.73 and $10.56, respectively) and the
bolded savings amount taken off at end of the transaction ($3.65 and $3.59, respectively) equal
the final “extra savings” price stickered on both packs of meat. We apologize for any confusion.
Very truly yours,
Giant Eagle, IncInitial Complaint
Date:07/01/2023
Type:Service or Repair IssuesStatus: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 IS REFUSING TO ADVISE ME JUST EXACTLY WHEN GAS PERKS EXPIRE.
6006832237309817Initial Complaint
Date:06/24/2023
Type:Service or Repair IssuesStatus: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 22nd I went to the wetgo car wash on Stelzer rd in Columbus like I normally do. The machine worked perfectly fine for the first 5 minutes or so up until it completely shut down and froze on me ALL while my whole entire car was submerged with soap throughout. There was no attendant anywhere in site to help me get out of there because I got extremely worried. I had to get on my phone and Google their number to call them to get some help. I told the employee my situation. She very reluctant to assist me. I waited and waited for her to come inside the car wash. She took almost 10 minutes to finally get there. She then gets on the phone with someone to help her reset the machine. I waited another 15-20 minutes to get some help until she FINALLY came to my window and the ONLY thing she said was "the machine has been reset, you can back and go back inside to get your car washed"! No type of apology for the inconvenience or empathy was shown. I then very slowly and carefully backed back out of the carwash because I couldn't see a single thing due to all of the soap. She didn't assist me with backing up my car either. When I got out she said I can go now. I told her the light normally turns green whenever it's ready to go AND there was nothing on. She got on the phone AGAIN and had me waiting another 10 more minutes ONLY to finally tell me THIS" The carwash is shut down and isn't working, there's nothing I can do"! I asked her if she sees ALL of this soap on my car and she shrugged her shoulders saying "I don't know what to tell you and walked away" leaving me AND my car in that condition. I contacted Brian Carbonara from corporate who then told me to contact customer care. I spoke to a very rude supervisor in customer care who ALSO never apologized for the situation but rather spoke to me like I was wasting her time with this. I noticed my car dented towards the bottom of my car as I was trying to back out. I have submitted photos of ALL the evidence. Unbelievable!Business Response
Date: 06/26/2023
This letter is in response to the complaint submitted to your office by *** ******* ******
regarding her experience at our McCutcheon & Stelzer GetGo/WetGo Fuel Station located at
2920 Stelzer Road Columbus, OH 43219.
Based on this investigation, there was an unknown malfunction of the wash causing it to shut
down while *** ****** was inside. According to CCTV footage and statements from employees,
*** ****** was assisted with exiting the wash once our team was alerted of the incident. This
wash is a touchless wash with no equipment coming into contact with *** ******** vehicle in the
area of the alleged damages. The malfunction was addressed, and the wash is currently operating
normally.We apologize for *** ******** experience at our station, and thank her for her feedback. If ***
****** has additional questions, she may reach out to our Customer Care department at 1-800-
553-2324.
Very truly yours,
Giant Eagle, Inc.Customer Answer
Date: 06/27/2023
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.
Giant Eagle did not even ONCE bother to acknowledge or accept the fact that their lying employee which was ONLY ONE employee and NOT several employees like they allegeded previously, DID NOT help me the soap off my car AND kept on telling me there was NOTHING she could do to help me get it off. WHY was that part totally ignored Giant Eagle?? Or was that my fault as well?So are you guys also calling me a liar by saying that I'm making up false information in regards to my car damage when I CLEARLY showed you people evidence AND you people also have a ton of online complaints about your car washes NOT being "Touch less" AND damaging and scratching up people's vehicles?? Is that what you're implying? Also, is THIS the reason why Josh H***** has been ignoring all of my texts and my phone call this morning due to this BBB complaint because he was very accommodating and helpful until this came about. I'm just curious because I want to know the type of company you guys really are. I believe none of this would have happened if I was a white customer and we ALL know it!
To assist us in bringing this matter to a close, we would like to know your view on the matter.
Regards,
******* ******Initial Complaint
Date:05/30/2023
Type:Product IssuesStatus: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.
Attempted to purchase 2X$25 McDonalds gift cards at the Get Go. One was problematic for cashier. Only attempted to buy one for $25. Believe clerk either intentionally or inadvertently gave me the card that did not validate. I attempted to resolve with Giant Eagle customer service. They refused to do anything for me. Requesting at minimum my $25 returned as this is not my fault.Business Response
Date: 05/31/2023
Good Morning...Can the consumer provide a photo of the gift card that he has in his possession so we can investigate further? Thank you.Customer Answer
Date: 05/31/2023
Better Business Bureau:
Photo attached as requested
***** *****Business Response
Date: 06/22/2023
We have reached out directly to the consumer to resolve his complaint. Thank you.Customer Answer
Date: 06/22/2023
[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:05/20/2023
Type:Customer Service IssuesStatus: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 5/19/2023 I called the shady side pharmacy at exactly 1:20 pm and we got off the phone at 1:29 pm and I was talking to a male. I have 2 prescriptions in question 1 for ******** and 1 for ****** one and I specifically needed them filled by the doctor with last name ending in D**** NOT THE DR WITH LAST NAME R**** & the employee on the phone said he has filled the ones from R**** which has 3 refills and I asked him to fill the prescriptions for d**** which only has1 refill on it because I want the older prescription to be filled before the new one and the employee flat out said no! He said he would not re do all the work, it absolutely does not matter what I want as the customer he’s gonna give me what he what’s me to have. So I asked him for his name because I’m making a complaint and he refused to give it time and hung up! I am so angry, I’m the customer I want the older prescriptions filled before the new ones and the prescriptions by d**** are older than the prescriptions by R***** HOW DARE YOU TELL ME NO IM NOT GONNA RE DO THE WORK your basically just admitting how lazy you are. I am irate and I want answers and I am switching all prescriptions to be called in to rite aid. Your not gonna give me what I wanna give me ur gonna give me what I want! I included my call log for the pharmacy at it was the call at 1:20 pm!Business Response
Date: 05/22/2023
We would like to thank the consumer for sharing details on their visit. The Shadyside pharmacy will be reaching out directly to the consumer to resolve. Thank you.Customer Answer
Date: 05/22/2023
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.This pharmacist was so out of line! If I go to the store and ask for lays chips the employee can’t give me Doritos! As the customer I asked for something specific and the pharmacist flat out told me no, I was gonna get what he wanted to give me. Everyone knows who I am, I bet if it was some Caucasian girl that pharmacist would have jumped through hoops but when it’s a black person you can deny me services like we’re back in the days of segregation! Nobody should be denied medical services due to their race, and that’s exactly what happen here to the point I had to switch the pharmacies just to get the prescriptions I wanted, THATS CRAZY!
And the worse if I have Walmart plus but when I came into the store to get my prescriptions I planned on shopping for everything that’s on sale like the miracle whip on sale for $5.99, the sweet baby rays bbq sauce 2 for $4, the sabra hummus 2 for $5, but now that I’m not coming in the store I’ll just have Walmart bring it to me & small town giant eagle continues to lose money to big conglomerate Walmart!
For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
**** *****Initial Complaint
Date:05/20/2023
Type:Customer Service IssuesStatus: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 been shopping at the GE at 3841 S. Hamilton Road Columbus, Ohio 43205 for more than twenty (20) Years with no problems. On Tuesday (05/16/23) I visited the above stated store and was appalled by the unnecessary aggressive shoplifting prevention techniques by the employees and manager of the store.
When I went into the store I got a bottle of Starbucks Coffee out of a cooler-- to drink while I was shopping -- and went through the check out line to pay for it. when I paid for the coffee the Cashier told me "I need to go through your bag to make sure you are not stealing anything!" I told the Cashier I had not started shopping yet and I was not leaving the store. She then called over another employee and told her "He won't let me go through his bag and I think he trying to steal something." That employee grabbed my personal bag out of my cart and started fumbling through it. I took my bag back from her and told her to please go get your manager. I then left the checkout and proceeded to do my shopping.
FYI: I'm a disabled (my walker was in my shopping cart) seventy (70) year old man and I carry a medical bag with a lot of personal health items.
While I was shopping (~40 minutes), what I later found out was the actual manager of the store, stopped me six (6) times and went through the items in my cart which were in Reusable GE bags that I brought with me!
Getting fed up with the stupidity, I went to the front of the store and spoke to the off duty police officer who was working security for the store. He took me to the store manager and I told the manager "after I finish shopping and check out we can go in your office and you can go through everything -- including my personal bag.
AGAIN, when I did check out the manager and several employees swarmed around me, starting going through my bags and accusing me of shoplifting.
Please properly train your managers and employees on shoplifting.
**** ******* ***** **** ********** ******** ** ***** *****Business Response
Date: 05/25/2023
We would like to apologize for the consumer's experience at the store. We will share the consumer's concerns with Regional Leader for this location. Thank you.Initial Complaint
Date:05/10/2023
Type:Service or Repair IssuesStatus: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.
Complained to Giant Eagle about their embarrassingly low stock, consistently OUT OF STOCK on sale items even at 5-6-7 PM. Never a meat person available. Overpriced blocks of cheese that are mostly wax. Received a form response and no follow up whatsoever from the company even after reaching out 3 times. With nearing $10B of annual sales and ever-increasing profits, STOP disrespecting the community you SUPPOSEDLY serve with veiled "price cuts" etc. JUST GIVE PITTSBURGH RESPECTABLE LOW PRICES and stop forcing great chains or other competition that comes in out of here with your ludicrous price gouging. I think you're an absolutely deplorable company for all of this. And you've made NO attempt to change my mind.Business Response
Date: 05/22/2023
We repeatedly called the number that was given to us with the original complaint (###-###-####) and it went to an instant busy signal immediately like it was a discontinued number. Giant Eagle warehouse was out of the sale chicken, unfortunately, so we were unable to get any for our store. As much as things have improved with the supply lines over the past year there are still times when we can't get products in. As far as cheese that wasn't up to standards, just bring it back to the store with a receipt. We will gladly refund your money. We have nothing to do with the packaging of the item or it's taste, but we will refund your money if unhappy with the product.Initial Complaint
Date:05/07/2023
Type:Billing IssuesStatus: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.
After purchasing gasoline for the amount of $42.90 at the Get Go station at 1675 Duncan Ave, Allison Park, PA, 15101 on 03/07/2023 I noticed an erroneous $50.00 charge posted to my account in addition to the charge for the fuel I actually purchased. I attempted to call the station and they referred me to Giant Eagle Customer Care Center at 1-800-553-2324. After calling, explaining the situation, and providing all the details to a person named Pat including the receipt number and the correct amount of fuel purchased. I was given the case number ******* and assured that someone will contact me to address the situation. After multiple weeks had passed, I had not received any response so I called back referencing my case number, and was told someone had attempted to call me on 03/31/2023 but got no response. My call history shows no record of any calls on this date nor did anyone leave a voicemail. It has now been two months since I was falsely charged by this business. I have called back a total of 3 times and spoken with Keyani, Tim, and, again, Pat. Each time they refuse to offer any information as to how or when they will handle the situation. I'm beginning to believe that they have no intention of reimbursing me for the false charge nor offering any closure whatsoever to this situation.Business Response
Date: 05/10/2023
May 10, 2023
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
This letter is in response to the complaint submitted by ******* ****** to the Better
Business Bureau regarding their experience at the McCandless GetGo Fuel Station
located at 1675 Duncan Ave Allison Park, PA 15101.
There were two separate transactions completed at the GetGo on March 7, 2023. The
same Discover card was used to activate Pump 1 and Pump 6 roughly two minutes
apart. One was a transaction of 11.6 gallons of regular unleaded fuel and the second
was a transaction of 13.5 gallons of regular unleaded fuel. The consumer should reach
out to their cardholder if there was an unauthorized transaction on the Discover card.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle, Inc.Customer Answer
Date: 05/14/2023
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.
The company has summarized that my card was inserted at two separate pumps and two separate transactions were executed. However, as I have explained to their customer support team, the first pump failed to dispense the grade of fuel I needed which is the reason why I switched pumps. Any fuel that was dispensed from the faulty pump was not pumped by me and should not have been charged to my payment method, thus, I believe this to be a fraudulent transaction. The company has suggested I contact my bank, however my bank is not able to resolve this issue as they are only aware of two transactions but not the underlying details. The gas station should review their security footage to determine how fuel that I did not purchase was pumped and charged to my payment method.
Regards,
******* ******Business Response
Date: 05/15/2023
We would like to thank to consumer for the follow up response. If the consumer believes that one of the transactions was a fraudulent transaction made by another individual, he should contact law enforcement to file a police report. Thank you.Initial Complaint
Date:04/30/2023
Type:Service or Repair IssuesStatus: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 Pharmacy Yorktown has refused to fill my life sustaining prescriptions. They made me sign a paper before stating that my boyfriend ****** ******* could pick up my prescriptions for me but now they are even refusing to do that. Theresa at the pharmacy told me that she won’t give me my life sustaining prescriptions that they have there currently and won’t even give them to my boyfriend. Plus my mother is legally blind and cannot pick up her prescriptions by herself. My nephews girlfriend ******** ***** said that she was going to pick up my mothers prescriptions and deliver them personally to her but whenever I called the pharmacy or went there and asked to talk to her directly. She and the other employees refused. She is going against the policy of a relative being able to talk to another relative and wait on them too. I want me and my mothers prescriptions to be able to be picked up by me or my boyfriend. And some respect.Business Response
Date: 05/02/2023
We will respond directly to the consumer. Thank you.Customer Answer
Date: 05/02/2023
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. I need to get my prescriptions there and I have talked to Theresa there numerous times and she still refuses to let me get my prescriptions there. I believe that it is against their policy to refuse life sustaining medicine when I went there over a month ago to pick up my prescriptions in the drive thru and had 5 that were ready and after I went all the way there they wouldn’t even give me my 5 prescriptions that were already ready. When I needed those ASAP. I do not believe it is in their pharmacy policy to refuse a customer. I tried talking to a manager in charge there at the Giant Eagle store and her name was Gene. And she pretty much said that they couldn’t do anything at the store about the pharmacy doing that because it’s like the pharmacy is a separate entity that the actual store is.
Regards,
****** ******Business Response
Date: 05/02/2023
We will respond directly to the consumer. Thank you.Customer Answer
Date: 05/02/2023
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. They have no responses recently to me. Anytime I talked with them before they were rude to me and they give me no respect. And they wouldn’t let my nephews girlfriend wait on me because she isn’t family even through they let her wait on me before. I have to pick up my mothers prescriptions because my 3 brothers won’t pick them up for her. And I need to get my prescriptions for myself there too.
Regards,
****** ******Business Response
Date: 06/22/2023
We will respond directly to the consumer. Thank you.
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