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:05/07/2024

  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.

  In March of 2024 I purchased pre-frozen meat labeled as "Pork Shoulder Boston Butt Roast" for $14.38. After thawing it, I found out it was not a roast but some kind of ground pork amalgamation. When I tried to go through the Giant Eagle website's customer feedback survey, I got a message saying this function was no longer available.

  Business Response

  Date: 05/08/2024

  May 8th, 2024
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  *** ********* *** ********
  

  
  This letter is in response to the complaint submitted by *** ****** ******* a recent purchase.
  We apologize for this experience and advise *** ******* to call our Customer Care Department
  at 1(800)553-2324 to report this incident.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle

• Initial Complaint

  Date:04/20/2024

  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 utilized the mobile market in the Manchester neighborhood today. Tj told me the Mangos were priced on his app as being 10/10. As I was checking out Sara came on the bus as I was explaining the price difference. Sara then proceeded to tell me shouldnt couldnt change the price but what she could do is take them off if I didn't want them. Her tone was condiscing and rude. There was another gentleman who encouraged her to make the changes. She started getting loud and making a big deal. Instead of me arguing I checked out and sat in the car and came back because I for got something but I also didn't like our encounter as I frequent there every weekend. When I explained the policy and it should have been free and the next item discounted she said "Make sure you bring bags next week". 4 mangod using Tj Calculations should have been $2.00. Using Giant Eagle policy the lesser price was $2.00and since under 25 free.

  Business Response

  Date: 04/30/2024

  April 30, 2024
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  *** ********* *** ********
  **** *** *****
  This letter is in response to the complaint submitted by *** ****** ******** ******* regarding a
  recent experience at our mobile market. Giant Eagle has contacted *** ******* directly to
  address her concerns.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle

• Initial Complaint

  Date:04/17/2024

  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.

  For several months I have been trying to get Giant Eagle to delete my online account. I explained that I opened the account last summer in order to try the delivery service, but I was not happy with it. I have no reason to use the account now, and I don't wish to maintain and periodically change a password for an account I don't use. I also feel it is highly risky to let an unused account just sit.
  
  Since there is no option to delete the account myself, I have asked that they delete it. However this has resulted in jumping through many hoops. I sent emails and called customer service, only to repeatedly be told "they have no legal obligation to delete my account". I finally was told to a fill out a form, which I did, and they finally stated they would "honor my request" and delete my account within 7 business days. It has been 3 weeks and they still have not deleted it.
  
  I think I'm asking very little, and the request is very easy to complete, yet they continue to refuse and ignore me. I think this is very shady behavior and feels like they are holding my personal information hostage. I just want the account to be deleted, that's it.

• Initial Complaint

  Date:04/05/2024

  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.

  On March 30, 2024, I purchased a $300 Giant Eagle store gift card at the Giant Eagle store located at 5550 Centre Ave Pittsburgh PA 15232. Upon attempting to verify the loaded amount at the store, I discovered that the gift card was not accepted by Giant Eagle. Despite bearing the Giant Eagle logo, the store informed me that the gift card could not be used for purchases. It became apparent that the gift card was misleadingly displayed alongside valid store gift cards, leading to my mistaken purchase. Despite my request for a refund at the store, I was denied. I am deeply disappointed by this deceptive practice and request a full refund of the amount paid for the unusable gift card. Attachments include my purchase receipt with the deceptive/scamming display at the store.

  Business Response

  Date: 04/08/2024

  RE: Complaint ID ********
  
  This letter is in response to the complaint submitted by *** ****** **** regarding a The Best of
  Pittsburgh Gift Card purchased at our Shadyside Market District.
  The consumer purchased a Best of Pittsburgh gift card. The packaging included a web page on
  the front of the packaging that the consumer could visit to view the list of businesses that
  accepted the gift card. Giant Eagle gift cards are merchandised alongside hundreds of different
  retailers. Unfortunately, all gift card sales are final. We apologize for any inconvenience.
  Very truly yours,
  Giant Eagle, Inc.

  Customer Answer

  Date: 04/09/2024

  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 am rejecting the business response as it fails to acknowledge the store's responsibility in the matter outlined in the complaint. The packaging of the gift card in question is undeniably misleading, prominently featuring the Giant Eagle logo, a hallmark of Giant Eagle gift cards, which is not typical for other non-Giant Eagle gift cards. Furthermore, the placement of this misleadingly packaged gift card alongside genuine Giant Eagle gift cards on the rack undoubtedly contributed to my mistaken purchase.It's worth noting that following my complaint, the store altered the display of the gift card section, indicating a recognition of their error. Given these circumstances, I am requesting that the store rectify their mistake by providing a refund for the unused $300 gift card or offering an exchange for a Giant Eagle gift card of equal value.
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/26/2024

  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.

  In November, I purchased a Pam Spray from the Giant Eagle at Eastgate Plaza in Greensburg PA. This Pam Spray was defective and broke in transit home spilling out fluid on both my carpets and my car interior. I contacted the store immediately and they said I needed to bring the pam spray can back which I did. This caused more damage to be created by this sticky fluid like substance that does not wipe up. I then spoke to the manager who was rude, unapologetic and blaming me for the problem. He also said a few extremely condescending comments such as maybe you don't understand how a grocery store is run. He was not taking any accountability of the item being defective and spilling and damaging. So, I explained that I have had to bring several things back to the store that were spoiled and I didn't understand why there keeps being problems at this store. He said well maybe you don't understand things well. He continued maybe you don't know we dont' have milking cows in the back producing the milk so we get it from other places. So it isn't our fault if it spoils. He insulted my intelligence and my integrity.
  
  Then, this past weekend I purchased several miniature chicken pot pies. These pot pies were riddled with chicken bones both large and small throughout which I almost choked to death on. When I called the store again, no accountability. I called in to customer care and they gave me a lousy couple dollars back. This is a serious issue and could have caused serious injuries and illness as well as death by getting the bones stuck or lodged in my throat or the throat of my children.

  Business Response

  Date: 03/26/2024

  RE: ********* ** ********
  
  This letter is in response to the complaint submitted to your office by *** ***** ******
  regarding her experience at the Eastgate Plaza Giant Eagle.
  We would like to thank *** ****** for her feedback. This complaint was forwarded to the
  manufacturer of the Pam spray for handling, and they have been in contact with the consumer.
  Very truly yours,

  Customer Answer

  Date: 04/11/2024

  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 Giant Eagle response is an outright lie. I have never and I repeat never been in contact or contacted at any time by any company or manufacturer. 
  
  NO I do not agree with this response. 

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

• Initial Complaint

  Date:03/03/2024

  Type:Billing 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 repeatedly been charged more for items than the displayed price. It has happened with such frequency, I wonder if this practice is deliberate. I also have to wonder how many times I did not catch the wrong price.
  
  Giant Eagle's price accuracy policy reads: If the price of a product purchased in any Giant Eagle or Market District store appears on your receipt at an amount higher than the displayed, posted or advertised price, you will receive the first improperly scanned item free. You will then be charged the lower price for any additional items of the same product purchased in your transaction.
  
  With each occurrence, I did go to the customer service desk to report the incident and receive a refund. On two occasions, the customer service representative tried to only refund the "price difference" vs refunding the full amount.

  Business Response

  Date: 03/04/2024

  March 4, 2024
  *** ********* ****
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  *** ********* ** ********
  **** *** *****
  This letter is in response to the complaint submitted to your office by *** ********* *****
  regarding her experience at our Cranberry Giant Eagle located at 20111 Route 19
  Cranberry Mall SC, Cranberry Township, PA 16066.
  We would like to thank *** ***** for her feedback. We are forwarding her complaint to our
  independently owned and operated Cranberry Giant Eagle for handling.
  Very truly yours,
  Giant Eagle, I

• Initial Complaint

  Date:02/18/2024

  Type:Customer Service 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.

  At approximately 950pm on Sunday February 18th 2024 I arrived at GetGo (25476 Center Ridge Rd. Westlake OH 44145 USA. The store hours are clearly listed on the doors and online as 6am-10pm. Both doors were locked with there was an employee sitting at the register she put her hand up when I knocked on the door signaling for me to "go away". She sid not even bother to look up from whatever she was doing. I know this employee because I frequently shop at this location. Her name is Stacey. I do not know her last name but I do know her birthdate bc we have the same birthdate but she is 10 years older than I am. Her birthdate is 7/15/83. There was another male employee who I am unfamiliar with walking around the store who also ignored my knocks on the door. This is not the only time I have witnessed this behavior. I have been in the location on several occasions between 930p-1030p and every time she (Stacey) has her co worker lock the doors prior too 10pm. I work 3rd shift and I always stop in at this location on my way into work. I live about 3mins down the street it is the only location I purchase cigarettes from and on occasion I get gas and snacks and candy too! However I feel this is wrong for her to be locking the doors early just because she doesn't want to work for another 15-20 mins. That is her job the reason she is there and ultimately what she is paid for. Thankfully Walgreens across the street who also closes at 10pm still had their doors unlocked and I was able to go there and purchase my cigarettes. Honestly I wil more than likely stop going to Getgo and going to Walgreens because I can counter on them being open whereas I can't count on Getgo to be open and I certainly do not have the time to be stopping there just to find out the doors are locked prior to closing time. I feel this situation needs to be addressed immediately.

  Business Response

  Date: 02/19/2024

  *** ********* ** ********
  
  This letter is in response to the complaint submitted to your office by *** ********* ********
  regarding her inquiry.

  We would like to thank *** ******** for her feedback. We have forwarded the information
  along to our District Leader to follow up with the leadership at this location.
  

  Very truly yours,
  Giant Eagle, Inc.

  Customer Answer

  Date: 02/20/2024

  [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:02/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a delivery order 2/15 at this giant Eagle location in Beachwood Ohio. The next morning around 8am, I started receiving text messages about items out of stock as well as sale items that were no longer available. In regards to the sale, I was told that the sale ended on Thursday. This was confusing to me since the prices were Visible when I placed my order online-that’s why I selected them. I texted for the store number and to speak with *** (a manager who had helped me previously when I had issues) . The employee gave me the number and said *** had been transferred to another store. I called and Brian got on the phone. Brian was very rude, standoff’ish and non helpful . His response was **** hasn’t worked here in a year” , “we could honor the prices but it would take too long changing prices at the register” , “you haven’t paid any money yet) and “do you want us to cancel it”.
  My issue is: 1. While selecting items ONLINE to place in my cart - many items were listed as SALE ITEMS. That’s why I selected them . 2. Brian was just rude, instead of explaining to me how it works, he cut me off and threatened to cancel my order . 3. I am a customer ! I deserve to be treated with respect and kindness. I was a manager for many years, I would have never spoken to my customers like this.
  I use EBT to pay for many of my groceries, so I have to be careful about pricing and sales. With this company, when you order online, if a substitution is MORE than the original price, they charge your DEBIT card.
  They finished shipping my order without contacting me about out of stock items or substitutions. I had NO IDEA about my total, how much I was being charged, what items I was getting delivered. Nothing. I felt helpless . I just waited until my card was charged.
  All in all, if you check my account, I have many orders at this location and everytime something happened *** helped. She was a sweet person. I’m a disabled person who uses this service, I just needed help.

  Business Response

  Date: 02/19/2024

  *** ********* ** ********
  
  This letter is in response to the complaint submitted by *** ****** **** to the Better Business
  Bureau regarding her Curbside Express order at the Beachwood Giant Eagle located at 24601
  Chagrin Blvd. Beachwood, OH 44122.
  The consumer’s curbside order was placed on Thursday, February 15th for a Friday, February
  16th delivery. According to the pricing disclosure in the curbside website and app, Weekly Sale
  prices are updated daily, and the consumer is charged according to the prices and promotions in
  effect at the time of pickup or delivery. Depending on the time of the order placement and the
  scheduled pickup or delivery time, weekly ad prices may not be displayed online. However,
  upon receiving the order, the final order total will reflect the current weekly ad prices.
  We apologize for any confusion. If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle, Inc.

• Initial Complaint

  Date:02/03/2024

  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 offers a gas rewards program where if you link your bank account to your MyPerks account you save on gas.
  I signed up but needed to update the bank account linked. I couldn't find a way to do this. I ended up finally finding a phone number. I've spoken to 4 reps now who tell me the only way to do this is to cancel the entire account and start over. That's fine. I get the email it's cancelled and to re-enroll, except that it is not. I try and it states I'm still enrolled. I call back and get told that one piece was cancelled but the other piece was not cancelled. I'll get an email wheb the second piece is cancelled. I get the email, same issue. I call and leave voicemails, never get a call back.
  I JUST WANT TO UPDATE THE BANK ACCOUNT ON THE MYPERKS PAY ACCOUNT. Why is this so HARD????

  Business Response

  Date: 02/13/2024

  February 12, 2024
  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
  his MyPerks account. We have reached out to *** **** directly to address this matter.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle

  Business Response

  Date: 02/13/2024

  February 12, 2024
  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
  his MyPerks account. We have reached out to *** **** directly to address this matter.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle

• Initial Complaint

  Date:01/29/2024

  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.

  I went to the Painesville Giant Eagle on 1/18/24 for my monthly grocery shopping only to encounter Lea a very rude representative who refused to do what I requested when I asked for a replacement soda once the leaking soda pack was removed. Lea also pulled my cart when she almost pulled my shoulder out of its socket and if she did I would've sued her for pain and suffering because I am a germophobe and do not like when other people touch anything that I am using because of covid that happened 4 years ago. I put in a complaint at customer service against her but never heard back at all yet put in another complaint via email and Facebook Chat still have not heard anything and it's almost been 2 weeks since the horrible experience.
  
  The address 1201 Mentor Ave, Painesville, OH 44077 this is unacceptable as I will go to some other giant eagle that actually cares for their customers but Painesville I'll skip.

  Business Response

  Date: 01/29/2024

   

  RE: Complaint ID ********

   

  This letter is in response to the complaint submitted to your office by *** ****** ******
  regarding his inquiry.
  We would like to thank M** ****** for his feedback. We are reaching out to the customer to
  resolve.
  Very truly yours,
  Giant Eagle, Inc.
  

  Customer Answer

  Date: 01/30/2024

  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,
  
  
  
  **** ******