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:12/04/2024
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.
Around or before October 18, 2024, I checked out of my local Giant Eagle store in ************, **. I bought one can of beer and the clerk asked for my Driver's License. Even though I am at retirement age and obviously over 21, I complied so she could verify my age. What I did not realize was that the clerk was going to scan my Driver's License into their system. I did not appreciate having this scanned without my permission! She never told me she was going to scan it or ask if it was OK to do so. She just did it without asking and before I could say anything.I submitted a request to delete and not sell my information on-line, but was denied because I live in ****. I disagree with their reasoning; there is nothing in the law saying Giant Eagle is not allowed to delete information that was collected against my will. I again request that Giant Eagle delete this information that was scanned without my permission and also that they not sell it or share it with others.I am submitting my complaint to this BBB office because this is the contact information on their webpage:Giant Eagle, ************************************************************************* Phone: ************** Email: *********************************** Again, I want to emphasize that they collected this information WITHOUT MY PERMISSION.Giant Eagle can see that I have been a loyal customer for years and spend a lot of money at there. We are otherwise very happy with Giant Eagle and plan to continue shopping there. All I ask is that they treat their customers with simple common decency on matters like this.
Customer Answer
Date: 12/05/2024
I have researched his more and I believe Giant Eagle's actions are illegal (though I am not a lawyer). Please add this to my complaint if possible. This section refers to scanning a driver's license when checking ID to buy alcohol. They may use it to check my age, but not to sell:

Ohio Revised Code. Section ******* Transaction scans to check the validity of drivers or commercial drivers license or identification card

(4) No permit holder or agent or employee of a permit holder shall sell or otherwise disseminate the information derived from a transaction scan to any third party, including, but not limited to, selling or otherwise disseminating that information for any marketing, advertising, or promotional activities, but a permit holder or agent or employee of a permit holder may release that information pursuant to a court order or as specifically authorized by section *******1 or another section of the Revised Code.

They have denied my request not to sell my driver's license information, which is clearly against this statute.

Thanks again for your help!

***** *********
Business Response
Date: 12/09/2024
December 9, 2024 Better Business Bureau *********************************************** RE: Complaint ID: ********
:This letter is in response to the complaint submitted by Mr. ****** ********* concerning a visit to the Solon supermarket to purchase alcohol on October 18, 2024. Our policy requires that we request and receive a valid, legal form of identification from any customer who appears to be 40 years of age or less when purchasing alcohol.We sincerely apologize that this happened. Giant Eagle and its team members always endeavor to provide the best possible shopping experience to our customers.Since learning of this incident, the staff at the Solon Giant Eagle have been reminded of the proper carding procedures to be followed to avoid this kind of mistake in the future.Additionally, the cashier involved in this matter has been counseled on the proper carding procedures for alcohol transactions to ensure compliance and consistency when ringing up customers who are purchasing alcohol.If you have any questions, please feel free to contact me.Very truly yours,Giant Eagle
Customer Answer
Date: 12/09/2024
RE: ID ********
Better Business Bureau:

I would like to thank Giant Eagle for their quick response, and appreciate that they are having the store review their procedures for when to check an ID. I view this as a good faith effort to resolve my complaint, and they should be commended.
However, the main reason for my complaint is that I want to make sure this information is not shared with others, per Ohio Revised Code. Section ******* (4). I believe this statute means that if they scan a license to check an ID, they are not allowed to share that information with others. My online request to have this information not shared was denied by their ************** vendor, which is clear violation of this law.
I would like them to delete this information and to confirm that they will not share it with others.
I look forward to many more years shopping at Giant Eagle, which I enjoy very much.
Sincerely,

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

(Note that the store was in ************, not Solon).
Initial Complaint
Date:11/27/2024
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 shopped at this store today and when I got home I looked at the receipt. They charged me 2.49 for a 24 pack of water. I checked out at self check out. I never bought water. How can this be ? In the middle of the receipt. ! I do not trust this company and believe they are stealing from seniors. I have the receipt and they have the video.
Business Response
Date: 11/28/2024
Can the consumer advise which Giant Eagle location they shopped at? Thank you.
Initial Complaint
Date:11/18/2024
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.
**************** more than two months of not stepping foot in your store, due to the numerous and repeated issues with my Fuelperks account, I returned today in order to receive my annual COVID-19 vaccination. While I was waiting for the pharmacy to open, I reluctantly decided to complete some food shopping, yet once again I experienced an issue, this time with one of my activated personalized offers not being credited. I activated the "$1.25 off when you buy 1 (ONE) Giant Eagle Pretzels 16oz" and purchased one (1) GE Pretzel Minis, which is clearly stated as being eligible for the offer. However, the offer was NOT credited on my receipt (copy attached) and, therefore, you owe me $1.25 IMMEDIATELY! I do not for the life of me understand why and how you repeatedly attempt to s**** me out of my fully deserved fuelperks and offers, other than it is deliberate and by design...Basta!!! *** ***** MyPerks Card ************
Business Response
Date: 11/19/2024
November 19, 2024
Better Business Bureau
****************************
******************
RE: Complaint ID: ********
Dear Ms. ************* letter is in response to the complaint submitted by Mr. *** ***** regarding his MyPerks
accounts. We have reached out to the customer directly to resolve this matter.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
Date:11/18/2024
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.
Transaction Date: 10/29/24. I filled a prescription in which the pharmacist did not fill the entire amount of medicine that the physician ordered on the prescription, nor was it offered to pay for out of pocket. This particular prescription had been for 30 days and was a "split" prescription meaning that since the insurance only paid for 20 days, I would need to return for the other 10 days and pay another co-pay. This the way I had been filling this medication for at least 6 months at this same pharmacy. When I got near to needing the fill the other 10 days, I was told that I needed a new prescription. I told the pharmacist that the pharmacy had been filling the prescription the way described above but since she was a "float", ***** stated she could not do this. When asked why the pharmacy did not offer to allow me to pay for the last portion when I presented the prescription, I was told the insurance did not cover it. The pharmacy was negligent in not offering the rest of the prescription at cost at the time the script was filled nor called by the pharmacy about the issue. This complaint has been filled also with the **************** of Pharmacy.
Business Response
Date: 11/26/2024
Thank you for forwarding over the consumer's concerns. Giant Eagle will respond to the Ohio Board of Pharmacy, when appropriate. Thank you.
Initial Complaint
Date:11/12/2024
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.
First let me say that I have shopped at Giant eagle for over 15 years at the same location because of where I live and even though I have been told prices are higher and other complaints about customer service I have always found it a pleasant experience. But now that I am elderly my health insurance has given me card ( Healthy Groceries) that I can purchase groceries which I use this card at ****** and ******* with no problem I swipe my card and they give me my receipt and I am on my way. Sometimes I use uscan sometimes a live cashier but never a problem. Not so at Giant Eagle., there is almost alway a problem with how much I can use from card. For example: the purchase is $48.00 there is $50 the card and cashier says you still have a balance due of $8??? I get this every month same dollar amount I have checked with the company that issued the card to see if there are any stipulation on products they will or will not cover they said its just for grocerIes and have never had this problem at any other stores. Can you help? Sometimes its very embarrassing because some cashiers make me feel that in some way I am some sort of low life and cant afford to buy groceries. Just their demeanor makes me upset and this is now happening every time that shop with this card. I am 74 years old worked all my life and deserve to use this benefit. Can you tell me what could be going wrong? Its making me not want to shop at Giant Eagle store and I have always likes shopping there. Its got to have something to do with the Giant Eagle stores that is preventing me from using my entire Benefit because I dont have this problem at the other stores ( ******* and *******).
Business Response
Date: 11/12/2024
RE: Complaint ID ********

This letter is in response to the complaint submitted by Ms. ***** ******* regarding trouble
using her health insurance groceries card at an unspecified Giant Eagle store.
We would like to thank Ms. ******* for bringing this issue to our attention. We have forwarded
her concern to the appropriate team for review. Unfortunately, the terms of the consumers health
card are not shared with Giant Eagle. As an example, on September 2, 2024, the consumer made
purchases at the ***************************** Giant Eagle totaling $60.60. The card scanned by the
consumer covered $54.78, leaving a balance due of $5.82.
We apologize for any inconvenience. If the consumer has any further questions, she can reach
out to our ************* team at **************
Very truly yours,
Giant Eagle, Inc.
Initial Complaint
Date:11/10/2024
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.
Giant eagle stores display a sign in the deli area saying between 10am-8pm if a hot and ready rotisserie chicken is not available you will be given a coupon for a free rotisserie chicken. I have had multiple times that they have refused to do so. I was at the location ************************************************************ on Friday November 1 at 5:45 pm and was told all sorts of different reasons they would not uphold their guarantee including they dont have the coupons. I went to the giant eagle website and wrote them a review hoping to hear back from them but never did. I went again today Sunday November 10 at 4:30 pm and they did not have any available I went to customer service and asked for a coupon they said they dont do that, I showed the lady the picture of the sign she called deli manager and then asked me to go talk to her, deli manager told me it would only be a few minutes until one was ready I asked how long and one of her employees said half an hr. I said thats to long can I have a coupon she refused and I went back to customer service and spoke with a manager who told me I needed to wait and could do so sitting in dining area. I said thats to long what can he do to resolve this since it is guaranteed by the store. I was told they cant do anything because they dont have the coupons. I told them this is the second time and 9 days later and there still not honoring the guarantee or offering a way to resolve this and thats false advertising. I was told there is nothing they can do.The store on 7th st Frederick MD never has this problem they have coupons. Only this store and seems the crew and managers are instructed to not honor this guarantee because they all have different excuses from its not during this time or we dont do that here or no coupons or saying I have to wait 10min or 30min or just refusing.I wonder how many people they have refused this to . find this to be false advertising and think they should be held accountable and need retraining.
Business Response
Date: 11/11/2024
November 11, 2024
Better Business Bureau
****************************
******************
RE: Complaint ID ********

This letter is in response to the complaint submitted by Mr. ****** ******* regarding the West
********************* Giant Eagle.
We would like to thank Mr. ******* for bringing this issue to our attention. We have forwarded
her concern to the appropriate team for review.
We apologize for any inconvenience. If the consumer has any further questions, he can reach out
to our ************* team at **************
Very truly yours,
Giant Eagle, ****
Initial Complaint
Date:11/01/2024
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.
Hello, my family and I were recently in a very serious car accident. My 4yr old daughter had a laceration from her hair line down to her cheek exposing her entire skull! Her mother has a shattered leg and is still due to undergo multiple surgeries. I used my giant eagle account to get gasoline as per usual while running back and forth between 2 different hospitals the past couple weeks. My account overdraft as I was unable to get to my jobsite and pick up a check due to our circumstances. I got the check and deposited. Giant eagle took their money owed for the gas. Then added an additional $200 (much more than the amount originally spent) in fees for the payments not going through initially!Upon contact i was told this is their policy and nothing anybody can do about it....My account is now overdrawn again and I'll be facing further fees and issues due to this. All while still attending to my family and their injuries. This is not how a customer should be treated at all! The inhumanity involved is absurd.I wish this to be addressed and rectified.. There needs to be changes made to protect consumers in these kinds of situations. To allow a multimillion dollar company outright steal over twice the amount of money they're owed from impoverished suffering families is simply an atrocity!My original charges for my purchases made were $148.72 i was ultimately charged $348.72!!
Business Response
Date: 11/04/2024
We have assigned the case to the Retail banking department. They will contact the guest with a resolution.
Customer Answer
Date: 11/04/2024
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 yet to receive any form of correspondences outside of the message received here. There is no resolution provided, simply the implication of one. I would prefer to keep this matter open until an Actual resolution is provided. Furthermore, part of my requested resolution is policy change. I would like to know if the department my issue has been forwarded to has that capability.

Regards,

******* ******
Business Response
Date: 11/07/2024
November 7, 2024 Better Business Bureau *********************************************** RE: Complaint ID: ******** ****************** letter is in response to the complaint submitted by Mr. ******* ****** regarding a recent MyPerks Pay fuel transaction. Our investigation shows that there were three attempts made to complete the transaction, each of which was declined due to insufficient funds, triggering a $50.00 fee for each attempt. As a good will gesture, we have refunded the $150.00 to the account associated with this transaction.If you have any questions, please feel free to contact me.Very truly yours,Giant Eagle
Initial Complaint
Date:10/28/2024
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 went to the store and purchased food and a 2 bunches of flowers. The flowers stained my expensive shirt. I contacted the store who which I informed the manager ****. He stated that he would pay for the dry cleaning but the dry cleaners could not remove the stain. He told me to send him the receipt but he could not reimburse me money for the shirt. Which is odd and I need to com back to the store and show a receipt for the item and be refunded in store credit.
Business Response
Date: 10/30/2024
October 29, 2024
Better Business Bureau
****************************
******************
RE: Complaint ID: ********

This letter is in response to the complaint submitted by Ms. ********** ******** regarding a
stained sweater. We have reached out directly to the guest to resolve this matter.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Customer Answer
Date: 10/30/2024
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,

Brookelynne ********
Initial Complaint
Date:10/15/2024
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.
Transaction was made on 10/13 for 3 **** gift cards. Unfortunately, one of the gift cards valued at $200 was missing digits for the redemption code. I was unable to redeem it for a time sensitive auction that I won on the site. Giant Eagle refused to make it right and offer a replacement for the erroneous product that they sold me and after going to guest services and speaking to them via phone I have little confidence that they'll do anything to fix this.
Business Response
Date: 10/25/2024
October 25, 2024
Better Business Bureau
****************************
******************
RE: Complaint ID: ********

This letter is in response to the complaint submitted by ***** ***** regarding difficulties
redeeming a gift card. We contacted our card service vendor who was able to devalue the gift
card and refund the customer to the original payment method used to make this purchase.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Customer Answer
Date: 10/25/2024
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 issue is that I won an auction which would've timed out on October 15th and I would receive a strike against my account since the seller has a right to cancel my auction as a non-payment bid. I went to the store I got the card from the day after I got them and the time frame for help surpassed the duration of the auction. Because of this, I had to use my own money instead of the gift card I purchased which now leaves me with a gift card who's utility is passed and I'm forced to use it on **** instead of my own funds which were spent.

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

Regards,

***** *****
Business Response
Date: 12/31/2024
Good Morning - The gift cards were devalued, and the customer was refunded back to his original payment method used to make this purchase. Thank you.
Customer Answer
Date: 12/31/2024
[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:10/08/2024
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 created an account on *****************************, which is affiliated with Giant Eagle Inc., and placed an order on September 11, 2024. A few hours later, I received an email stating that my order was canceled at my request, but I did not cancel this order.I reached out to customer support by phone, and they informed me there was a system problem. They placed a new order for me, but after a day, that order was also canceled, again with the same email stating it was canceled by my request, which is not true. As of today, October 8, I have placed several more orders, but all have been canceled.I want to emphasize that when I called, the support team advised me to update my payment method, which we did together, yet my orders continue to be canceled. Each time I call, I receive vague responses about a system issue and assurances that my order will ship soon. However, after a couple of days or even hours, I receive cancellation emails.I urge the company to take customer concerns seriously and resolve these system issues. It is frustrating to have orders canceled without clear explanations. I hope for a solution that allows my orders to be fulfilled as expected, without misleading communication.
Business Response
Date: 10/11/2024
October 11, 2024
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
RE: Complaint ID: 22394760

This letter is in response to the complaint submitted by Ms. Abdulaziz Ulmasov regarding his
experience with the Giant Eagle PETRx program. Our team has reached out to this customer
directly to assist with their transactions.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle

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

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Giant Eagle Inc is BBB Accredited.