Complaints

This profile includes complaints for Shop N Save's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shop N Save

  1197 Freedom Rd Cranberry Twp, PA 16066

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  Shop N Save

  799 Castle Shannon Blvd Castle Shannon, PA 15234-1601

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:02/05/2025

  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.

  Dear BBB and SHOP'nSAVE,I have been a loyal customer with SHOP'nSAVE for many years. Last November, I bought some gift cards to earn gas perks which will expire on 1/29/2025. However, when I went go the gas station (a Sunoco in *********) to redeem $2.73 on Tuesday night (1/29/2025), due to the pump issue, the pump was not able to read my card number to use it. Although I tried to ask the store associate to redeeem it manually, it still did not work out. I contacted the store *** ***** immediately the following morning and the store manager **** over the weekend. Unfortunately, the issue still could not be solved properly. As a loyal customer for a long time, I wish my $2.73 gas perks could be recovered in a timely manner. Really appreciated!

  Business Response

  Date: 02/24/2025

  Dear ***** ******

  Our Pump Perks program has been the same for the past 20 years.

  The Shop n Save Pump Perks pamphlet has the following terms and conditions:

       It states:  Pump perks are valid for sixty (60) days from the date of issuance.

  It also has Frequently Asked Questions:

       How do I read my fuel receipts?  The date on the receipt only applies to "today's purchases.  The account summary is your current balance for that day only.  Your balance will change based upon the date that they were earned.  Perks expire sixty days from the date of issuance.

       (it states the date that the perks will expire)

  In this case the customer:

       Issued perks on November 30, 2024                                1 day

       December had                                                                 31 days

       January 1 - 28                                                                 28 days

       Redemption Period (60 days)                                          60 days

       January 29                                                                    Day # **

  The customer tried to redeem the perks on the evening of January 29

       The perks had already expired, not that there was an issue at Sunoco.

       The customer's receipt would have stated that they would expire on January 29th and they did.

  Also, a customer can look up their balance and when they would be expiring.

  Attached is copy of the Pump Perks Pamphlet and Sample Perks Receipt.

  I explained to the customer when calling that the Perks had expired according to the program.

  Thanks

  Customer Answer

  Date: 02/24/2025

  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.
  
  [Thank you (SHOP'nSAVE) so much for detailed explanations.  There are two additional evidence I want to provide for your further considerations.

  1.  I just checked the calendar again.  Tuesday was 1/28/2025, not 1/29.  So the date I referred to in my initial problem statement was a typo.  When I mentioned Tuesday then, I meant 1/28 not 1/29.  That day should be the last day according to your reply.

  2. When I was at the ********** station, I checked my balance online with my phone.  It showed me a non-zero balance that's why I was pretty sure there was an error of their pump which prevented me to using my perks.]
  

  I hope these could clarify and give you a different view of my issue.  I would be really appreciated if you could help a long term loyal customer.

  Regards,
  
  *** ***

  Business Response

  Date: 03/02/2025

  Dear ***** ******,

  If you look at the original complaint:  The customer followed up "immediately" "the following morning" and "contacted the store CSR *****". ***** does not work any Wednesdays and puts the customer's conversation with ***** on the 30th (Thursday) as previously stated.  

  According to the Pump Perks program the Pump Perks would have been expired as previously explained.

  Attached is ******* Schedule for the days in question.

  I followed up and there were no Pump Perks outages that have been reported.

  Thanks

  Customer Answer

  Date: 03/03/2025

  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.
  
  For further investigation, the easiest way is to show a report of my perk balance in your computer system on 1/28/2025.  And a Pump Perks outage report of the ********** station on 1/28/2025.  Thanks a lot! 
  
  Regards,
  
  *** ***

  Business Response

  Date: 03/10/2025

  Dear ***** ******

  Attached is some documents showing some of the history of *** ***** Pump Perks.

  Document #1 shows his purchases that he earned on November 29, November 30, 2024 in which he earned $19.50 worth of Pump Perks.

  Document #2 shows a list of all of his redemptions plus the $2.73 that expired on January 29, 2025.

  Documents #3, #4, & #5 show details of some of his Pump Perks redemptions.

  There is no "outage" report since none occurred.

  There is no day by day report of how many pump perks a customer has had on a particular day.  As previous documents showed: a customer can look up their current pump perks and when some pump perks might be expiring.

  Unfortunately, According to *** ***** conversation with ***** on Thursday  January 30, 2025 the Pump Perks would have been expired as previously explained.  See previous documentation.

  Thanks

  **** (Store Manager)

   

  Customer Answer

  Date: 03/12/2025

  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.
  
  Thanks a lot for the documents provided.  However, none of them could be used to support the claim.
  1.  The documents still did not show the expiration date of my $2.73 perks earned on 11/30/2024. 
  2.  No perk outage report on SHOP'nSAVE side does not mean the gas pump of Sunoco was working properly.  Over last few year, I had experienced several incidents when Sunoco pump stopped reading the balance of my Perks card.  But when I went to a different Sunoco, it might work properly.

  Since this store has no intention to help customers.  There is no need for ******************** to continue with this complaint at this moment.

  I will provide more evidence within a few months.  At that time, let's reopen this case.  Thank you again!
  
  Regards,
  
  *** ***