Complaints

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

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• 

  Giant Eagle Inc

  700 Cranberry Woods Dr Cranberry Township, PA 16066

  
• 

  Giant Eagle Inc

  14650 Snow Rd Brookpark, OH 44142-2461

• 

  Giant Eagle Inc

  13820 Lorain Ave Cleveland, OH 44111-3428

• 

  Giant Eagle Inc

  7400 Broadview Rd Cleveland, OH 44134-5757

• 

  Giant Eagle Inc

  34700 Vine St Willowick, OH 44095-5120

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:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So many times over the past 5 years Giant Eagle has insisted that it is not their policy to scan the driver’s license of senior citizens to buy alcohol. Yet sooner or later they insist on scanning my license to buy beer. I have explained many times that I am a 71 year old with a history of identity theft and I will not allow my license to be scanned. I have said many times that if it is their policy to scan licenses of seniors I will gladly go elsewhere to buy my beer. But they keep coming back to the that’s not there policy argument. On Monday Feb. 27 at the Southgate store 5321 Warrensville Center they insisted on scanning my license leading to a scene and me walking out of the store. I drove to a different Giant Eagle store where I had no problems purchasing beer. For that matter I bought a point of whiskey at that Southgate store without problem before attempting to buy beer in the checkout line.

  Business Response

  Date: 03/01/2023

  Thank you for the clarification.  We will coach the location on the ID scanning procedures.  Thank you.

  Customer Answer

  Date: 03/01/2023

  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.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:02/20/2023

  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.

  My problem is there is a Employee that works. There that harasses Me and my family when we go grocery shopping this employee gets the rest staff going too this one employee had gotten 1 person fired for spreading rumors ! We can’t even go shopping without being harassed I went today 2/20 was awful ! And the giant eagle we go to is so close to our house I am just so fed up with it !

  Business Response

  Date: 02/21/2023

  Can the consumer advise what location they are referencing?  Thank you.

• Initial Complaint

  Date:02/17/2023

  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 was buying wine at Giant Eagle on Jan 30 (recently converted to Market Place District) and the wine rang up incorrectly on my self-scanner. I brought it to an associates attention and he told me to show the Service Desk and they would adjust the price to the correct number. Patrick, the team leader at the service desk, said there was nothing he could do for me; what it rings up at is the price I have to pay. I explained that the shelf price is incorrectly marked. He said "Too bad, I cannot change the price because it is the law regulated under the liquor commission." I explained that I understand the liquor sold in the separate liquor control section was regulated, but beer has been mismarked on their shelf the last two times I purchased at this store and the checkout clerk always adjusted to the price marked on the shelf. He said he couldn't make any adjustment. I filled out an online survey and asked that Market District contact me so I could better understand the policy and have heard nothing from the company. I have one question and one concern.
  The question: Can GE/Market District provide me a copy of the law that says they cannot adjust incorrectly marked prices.
  The concern: This seems to be a bait and switch tactic used consistently in the beer/wine section of this store.

  Business Response

  Date: 02/27/2023

  February 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 by *** **** ******r regarding the
  promotional pricing for Blackstone Merlot 750mL. Our investigation determined that the
  marked sale price was not reflected at the checkout due to a shipping error from our distributor.
  The distributor shipped the wrong product, with an incorrect UPC number, that did not reflect
  the promotion. As we are required by law to maintain state minimum pricing on this product, we
  were unable to adjust the pricing at the register. We have notified the distributor to go to the
  store as soon as possible to correct the product. We apologize for any confusion and would like
  to thank the consumer for bringing it to our attention.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle

  Customer Answer

  Date: 02/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not address my complaint.  For your reference, details of the original complaint that were not answered are cited below.
  
  
  I had one question and one comment for which I requested reply. 

  The question: Can GE/Market District provide me a copy of the law or cite the regulation number that says they cannot adjust incorrectly marked prices. Specifically, why were they able to adjust price on beer, but not on wine. Neither are in the contolled liquor section that requires special check-out.  

  The concern: This seems to be a bait and switch tactic used consistently in the beer/wine section of this store. If these are highly regulated substances, why wouldn't GE/Market District take extra measures to ensure that pricing is correct?
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 03/01/2023

  Thank you for the follow up.  The pricing within the store was correct, however, the distributor delivered the incorrect UPC for the product.  We have followed up with the distributor to prevent future issues.  Thank you.

  Customer Answer

  Date: 03/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and have determined that this does not resolve my complaint.  Thank you again for the response and stating the same information provided in the first reply. My original 2 requests have not yet been addressed.

  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:01/29/2023

  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 called giant eagle today at 1pm i asked to fill my meds, he called back and left a message and stated only one could not be refilled, and that they must call my doctor, however when i arrived to pick up my meds, they only had one ready, i stated where is my vitamin b vitamin d, metropol and my blood pressure meds, i went back and forth with them and Phil and Annie are telling me that i have not filled any of my medication since January 22, 22, i advised them that i have filled with then for 15 years and i have always filled my meds every 30 days, they told me i was lying, i then begin recording them, then she finally says you filled in 10/22, i said okay i received a 90 day supply, however all my scripts per them had expired, so why did they not reach out to my doctor to renew my meds, the pharmacy tells me the only way she can find my meds is if I have the rx number and can i look for it, i said that's not my job, i said can you give me a couple of pills because my blood pressure is high and i do not feel well, she refused to give me a couple of my blood pressure meds, I said to Annie this could prevent me from having a stroke or heart attack and she refused. something is seriously wrong here, what happened to the vow to help and save people life, customer service, integrity, values was awful

  Customer Answer

  Date: 01/30/2023

  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.

   

  Giant eagle
  614-337-0245
  2900 stelzer Rd Columbus Ohio 43219
  Is the office I'm complaining about 
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ********* ******

  Business Response

  Date: 02/01/2023

  Good Morning,

   

  We would like to apologize for the consumers experience at the Stelzer location.  We will forward their concerns to the pharmacy and regional leader.

   

  Thank you.

• Initial Complaint

  Date:01/26/2023

  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 have been going back and forth with customer service about a $10 bonus perk i never got. I can not reply to emails. this is very frustrating, inconvenient and time consuming. i have to go back to the website to send a reply. So i activated an offer for spend $150 get $10 bonus. I never got it and spent $212.13 i can see.
  Also, why did i not earn perks on Dec. 17 and Dec. 22?
  It is very challenging to get answers from customer service. Also, the new perks, pro perks, fuel perks thing is so complex and confusing.
  I was told i needed to spend $30 in 1 trip. I did in multiple. Then i was told i needed to spend $30 in 1 trip and $150 in total for the month. I did. So i am very confused and frustrated.

  Customer Answer

  Date: 02/06/2023

  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.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  I met the requirements, and was told you did add the perks but you are saying you did not? This is poor customer service, and communication all around. I called in today and was told I did spend $198 meeting the $150 requirement, then I had to forward the email for the offer to find out you added these on January 31 which I am unsure if you did not not. But no one communicated that so I spent more time on the matter.
  
  
  
  Regards,
  
  
  ***** ****

• Initial Complaint

  Date:01/23/2023

  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.

  My husband, **** went to the Giant Eagle at Mayfield Heights to pick up a prescription in their pharmacy. It was on a Tuesday. (Either January 3rd or 10th). At the time he was picking up the prescription he presented a transferred prescription coupon entitling us to $15 off of groceries, which was suppose to be put on our Giant Eagle rewards card. (******* ****** **************. It was never added on. My husband **** called their customer service two days later and was informed that I had to call. So I have called repeatedly and was told the discount would be added, but it never has been. Their last call they said they had to talk to the pharmacist that did the transaction and they would return our calls, but never did. At this point I have spent way too much time with them without a resolution to this problem.

  Business Response

  Date: 01/31/2023

  January 31, 2023
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  *** ********* *** ********
  
  

  This letter is in response to the complaint submitted by *** **** ***** regarding not receiving

  $15.00 in earned coupons from the pharmacy. We have researched this matter and added the
  coupon to the consumer’s advantage card. We apologize for any inconvenience that has
  occurred.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle

• Initial Complaint

  Date:01/18/2023

  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 submitted a request for my pharmacy records months back and I haven’t received a call back or my records, no one is even replying or showing life that they exist

  Business Response

  Date: 01/19/2023

  Good Morning...The consumer's request was filled in December, however, it appears they never received it.  We spoke to the consumer today and they provided an updated mailing address for the request.  Thank you.

• Initial Complaint

  Date:12/28/2022

  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 placed an online order on December 23, 2022. It was for curbside pick up. I was contacted by giant Eagle later that day saying there was a problem with my payment and to bring my card with me when I pick up my order up. When I got to the store, the young man took my card in and re-ran it for payment. I picked up my groceries and went home thinking nothing of it but later on that day I realized I was billed twice. The first transaction that I did online in fact, did go through. I have been contacting them for several days now, and I feel like they’re giving me the runaround. I’ve talked to several managers ,I have written everybody’s name down and I even spoke with giant Eagles corporate office . They told me that the manager of the store that I made the purchase at was the one supposed to handle the issue. I sent the main manager Adrian A**** an email with the transaction history of my card. Everyone I talk to keeps telling me they will get back with me the next day. This is over a $300 charge. I have 3 children ,2 of which are very sick . This is right after Christmas. My money is already low and they literally took this money and I’m having one heck of a time trying to get it back. I have proof in black-and-white. There’s no reason I should be getting the runaround like this from a big company like this. I have a family to feed and I am very upset. This is not acceptable.

  Business Response

  Date: 12/29/2022

  December 29, 2022
  
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  RE: Complaint ID ********
  
  This letter is in response to the complaint submitted by ***** ****** to the Better
  Business Bureau regarding their experience at the Grove City Giant Eagle located at
  2173 Stringtown Road Grove City, OH 43123.

  
  A refund was processed today, December 29, 2022, to *** ******* We apologize for any inconvenience.

  Very truly yours,
  Giant Eagle
  Claims Department

  Customer Answer

  Date: 12/29/2022

  [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:12/15/2022

  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.

  At the main street extension getgo, we had stopped to get some coffees on the way coming home from college. We had ordered two made to order coffees, one hot and one iced. First off, it took the guy 15 minutes to make 2 coffees, and we were the only people in the store. Second, the hot mocha was not hot in the slightest, but the issue was the iced coffee. I got it back in a hot cup and thought oh ok maybe its iced in this mug, because I had seen the guy get ice. However, it tried it, and the coffee had no ice in it and was just completely room temp and not good at all. Just needed coffees after a long travel day and both ended up room temp and we lost a good bit of travel time waiting on crappy specialty lattes for $8, was sad.

  Business Response

  Date: 12/16/2022

  December 16, 2022
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  RE: Complaint ID: ********
  
  This letter is in response to the complaint submitted by ****** ******** regarding a recent coffee
  purchase at our Butler GetGo location. The consumer’s concerns are being addressed by store
  leadership at this location. We apologize for the consumer’s experience and appreciate the opportunity
  to address it.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle
  

• Initial Complaint

  Date:12/15/2022

  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.

  On 11/25/22 I purchased a Columbia gift card from giant eagle for $139.99. When I scratched off the gray box covering the pin to make an online purchase, part of the pin was missing, making the card unusable. I immediately returned to Giant Eagle with the card and receipt and requested a replacement/refund. Giant Eagle refused and told me to contact Columbia. I spoke with three representatives at Columbia and spent over four hours on the phone, and this was their answer:
  “Jason (Columbia US)
  Nov 25, 2022, 12:13 PM PST
  Hello *********
  I apologize for any inconvenience caused by the action taken with this particular gift card. Since this card was purchased from a 3rd party store/website not affiliated with us, we're not able to assist. As outlined in the terms and conditions of our gift cards and merchandise credits, at times we take action on gift cards to offset losses caused by theft or fraud situations specifically linked to a particular card. We cannot discuss details around this or any situation that may be under investigation. I would recommend reaching out to the party you received this card from to seek any potential reimbursement.
  Thank you for your time.
  You're always welcome here
  Columbia Sportswear”
  Once again, I returned to the Giant Eagle store (same day as purchase) and they told me to call Giant Eagle customer support claiming they handle gift card returns. I did so and spoke with 3 representatives and opened up a case. I was told I would hear back in 2 to 3 weeks. This is the email I received 12/14/22:
  “Hello, Unfortunately COLUMBIA SPORTSWEAR has denied the refund. For further assistance, please reach out to them directly.
  Giant Eagle Customer Care”
  So Giant Eagle, who sold me an unusable card, refuses to help me and punted me back to Columbia who also refuses to help me. I am left with a $139.99 gift card that I cannot use because it does not have a pin. The pin is required for an online purchase, and I do not have a Columbia store locally

  Business Response

  Date: 12/19/2022

  December 19, 2022
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  *** ********* *** ********
  
  This letter is in response to the complaint submitted by *** ******** ******* regarding a gift
  card purchased for Columbia. We contacted our card service vendor to request a refund from
  Columbia, however the request was denied, citing all sales are final after activation. The card
  service vendor recommended that the consumer contact Columbia directly for further assistance.
  If you have any questions, please feel free to contact me.
  

  Very truly yours,
  Giant Eagle

  Customer Answer

  Date: 12/26/2022

  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 is the business that sold me the defective gift card. I have the unused gift card and proof of purchase. I am requesting a refund or replacement as Columbia is refusing to replace it, saying it is Giant Eagles responsibility. 
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  ******** *******