Complaints

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:05/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am extremely unhappy about this store's lack of interest in my refund request, their lack of assistance to resolve the problem, their lack of knowledge about the item purchased, and their attitude toward me for my making my request. I purchased two $100 ********** gift cards at this store on 4/19/25 in preparation for a visit I had planned to the ** store in ***********, ** on 4/20 to purchase a charcoal grill. The total cost of that grill was $201.38. However, the cashier at ** told me that only one of the cards was valid. She tried twice to use the card and it would not work. So I returned to the store the next day, explained the situation to the lady at their customer service desk, who told me that they could not refund gift cards and that I would need to call **. I found out later that was totally incorrect. I checked the status of that card on the ** website and it indicated that it was not a valid card number. I called the store and spoke to the lady who had "helped" me when I went their previously to ask for a refund and she told me to come back on 5/1 when the manager was there. I did, explained the situation to the lady at the customer service desk (different lady). I suggested that we call ** and check the status of the card. She didn't know which card number to use to enter on the ** website, so I helped her with that. It indicated that there was $0 balance on the card, so she accused me of using the card and then showing up to ask for a refund. I started to feel physically ill after that and had to leave. I called ** and finally located someone who could check to see if that card had been used at all. It had not. I then called the store and spoke to the manager. She said they were checking with their supplier of gift cards to see if they could help. She mentioned that they told her that the card I had was not the card that had been activated when I purchased it. So apparently, I was given the wrong card. I can explain that.

  Customer Answer

  Date: 05/07/2025

  ADDITIONAL INFORMATION:

   

  when I tried to purchase the two $100 gift cards at the Murrysville *********** on April 19, the young cashier was having trouble trying to authorize one of two gift cards I wanted to purchase.  She went over to the lady at their customer service desk to ask for help.  That lady came over to the register and also had trouble trying to authorize that card.  She then walked over to the gift card rack and grabbed another ********** $100 gift card.  She was able to authorize that one.
  
  However, I believe that the three cards that they tried to authorize got mixed up and I was handed the bad one along with one of the good ones.  That was confirmed to me when I spoke to the store manager, *****, following my last visit to the store to request my refund.
  
  I think the store knows exactly what happened.  So why havent they admitted their mistakes and given me my refund?  They have not responded to you, and I think that is pathetic.
  
  My wife is younger than me and still works.  Ive been retired for eight years.  I do almost all of our grocery shopping and *********** is my favorite place to shop.  But I will never set foot in this particular store again.  I am very upset about the way they have treated me and their lack of response.
  
  

  
  

  Customer Answer

  Date: 05/09/2025

  ADDITIONAL INFORMATION:

   

  I guess we have received no response from *********** to my complaint.  I would like to add some more information.  During my last visit to the store, a man came over to their customer service desk who I believe was the owner.  He asked the manager what the problem was.  She had summoned him to the desk.
  
  I was able to check on the ** website to see if there was any balance on that gift card and there was not.  I believe that I explained how that could have happened in my last message.  I showed what I had searched to the store manager.  The store manager looked at me and said That card has been used.  I responded It has not been used.
  
  I began to feel ill because of that and I was also frustrated that the ** voice mail I was trying to get through to was taking so long.  I told the store owner that I hadnt taken my medications yet that morning I was worried that I was going to have a stroke.  I take three HBP meds and one heart med.  He suggested that I return home to calm down and take my meds and they would look into the problem.  
  
  Well, the store manager told me over the phone later that they checked with their gift card vendor who told her that it appeared that the card I was given had never been authorized.
  
  So where is my refund?