Business Profile

Grocery Store

Giant Eagle Inc

Headquarters

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

147 total complaints in the last 3 years.
57 complaints closed in the last 12 months.

If you've experienced an issue

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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:04/09/2025
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.
Pharmacy never advised us that they were using a discount card until 4/9/25. As of 4/9/25 we learned that ******* was paying unnecessary fees to use a discount drug card instead of her insurance. They should have said "you no longer have insurance" BACK ON MARCH 1 when this happened. I want a refund and rebill of all her Rx's from 3/1/25-4/9/25. I am NOT going to be the one spending MY time to make these calls when this shortcoming is on YOU. Tell the customer "we aren't running this through insurance" especially after using insurance for that customer for YEARS.
Business Response
Date: 04/10/2025
April 10, 2025
Better Business Bureau
****************************
******************
RE: Complaint ID ********

This is a follow up letter in response to a patients concern expressed on 4/9/2025 regarding a recent pharmacy
interaction.

We at Giant Eagle strive to provide best in class customer service to all patients. Regarding the patients concern,
the patients prescriptions were rebilled with the newly provided insurance card and a refund of $15.43 was
issued.
Sincerely,
**** *******, PharmD
Pharmacy District Leader
Giant Eagle, Inc.
Initial Complaint
Date:03/31/2025
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.
On Friday the 28th of March I stopped at a GetGo gas station to purchase fuel at the gas pump. On Saturday, March 29th, when I attempted to balance my check book, I noticed a $200 dollar hold on my account from **********************. The date is now Monday, March 31st and the hold is still on my account. I called on Saturday into the GetGo customer service, but got an automated message explaining they are only open Monday through Friday. I called back today, Monday the 31st. and spoke with a lady who transferred me to a GetGo associate. They explained I would receive a phone call from their banking side who handles these transactions. The employee who called me was not helpful at all, her voice was very condescending and cynical. The GetGo employee explained it was not them that put the hold on the account but my bank did. I have spoke with my bank on 2 occasions about this and they explained it was GetGo who held the funds and they could not remove the hold. GetGo explained this was the setup between them and ******** and if I attempted to explain this to an account representative they would not know what I was talking about. To me, all I see is finger pointing and no resolve to my issue. When I called the GetGo store and spoke with an employee, I was surprised to hear they receive quite a few complaints about this. $200 might not be much but if that's all you have till next payday your just out. I wanted to state I understand the hold on your account when you use the gas pump with a bank/credit card. I never have these problems with other gas stations. I have uploaded two supporting documents, my current bank statement and the receipt from the gas station. By the time you read this I am hoping the hold will reverse its self and the correct amount will be charged by GetGo. I am lucky to have enough funds to cover this hold but many others my not have that luxury.
Business Response
Date: 04/10/2025
April 10, 2025
Better Business Bureau
****************************
******************
RE: Complaint ID: ********

This letter is in response to the complaint submitted by Ms. ***** ***** regarding a hold placed
on her account following a fuel purchase made on March 28th, 2025. Since this transaction was
made using a PIN debit, the standard preauthorized hold is $200.00. Once the transaction is
completed the financial institution will complete the sale and release the hold. Our investigation
shows that this transaction processed without issue or discrepancy on GetGos end. It is our
recommendation that the financial institution is contacted to release the hold.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Customer Answer
Date: 04/10/2025
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.

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

Regards,

***** *****
Customer Answer
Date: 04/17/2025
From: ***** ***** <******************************>
Date: Thu, Apr 17, 2025 at 4:07 AM
Subject: Complaint ID: ********
To: ****************************************** <******************************************>

I do not believe this Corporation has a grasped on the full understanding of their processes. I have been to a multitude of different gas stations and never have funds held out of my account for 4 days. The ******** representative even stated she does not understand why they put such a high hold on your card, they have never heard of a gas vehicle holding $200 worth of gas. The transaction did process without issue but the $200 hold remained on my account for four days. Please tell Giant Eagle to stop recommending customers to call their financial institutions to have the holds dropped. My financial institution told me they cannot release the hold because it was placed by GetGo and it could not be released. In the letter they addressed me as a female, please stop assuming peoples gender by their name. I am a male.

Thank You,

***** *****
Initial Complaint
Date:03/18/2025
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.
I am writing to formally express my concerns regarding the inappropriate and unprofessional behavior of two employees at your ***********, ** *********** I was entering the store with my children, I witnessed two of your staff membersa middle-aged woman with purple hair and a younger man with glassesengaging in an explicit act in the parking lot. Both individuals were undressed, and while my children thankfully did not notice, this behavior is completely unacceptable in a public setting, let alone at a place of business.Beyond this incident, I previously witnessed these same employees publicly harassing a young woman, accusing her of failing to scan an item on her phone. Despite her insistence that she had and her willingness to pay, they escalated the situation to the point of calling the police. Shockingly, as the young woman stood there crying with money in her hand, the male employee laughed at her distress. Watching someone in a position of authority take pleasure in another persons suffering was deeply disturbing and unprofessional.After further inquiry, I have identified the female employee as ***** **********, though I do not know the name of the younger male employee. However, he appears to work closely with Ms. *********** The conduct of these employees is both unethical and unacceptable, and it reflects poorly on Giant Eagle as a company. As a longtime customer, I am deeply disappointed and will no longer be shopping at this location. I urge you to take immediate action to address these issues. Additionally, after sharing my experience with family and neighbors who also shop at this location, they too have decided to take their business elsewhere.
Business Response
Date: 03/24/2025
March 24, 2025
Better Business Bureau
****************************
******************
RE: Complaint ID: ********

This letter is in response to the complaint submitted by Ms. ****** ***** regarding a recent
experience at Giant Eagle. We have forwarded the consumers concerns to the appropriate
department to review.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
Date:03/16/2025
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.
I would like to start off by saying that i'm a veteran. I always shop at Giant Eagle, frequently, well all the time. My husband was carrying my small s*** zu service dog in the store we was about to check out at one of the registers. Your front store floor manager ****, approached him and said you have to leave, no dogs allowed. He then explained to her this is a service dog, she then questioned him "why you need a service dog, okay a service dog for what?", he said my wife is a veteran, we don't bring him in the store often, and when we do he is always carrying him, he's a small dog for my well being as a veteran. ****, need to learn how to speak to people and not to be rude, kicking people out your store. This really made me upset with my anxiety, I think im going to move on to other stores such as *****, *******, ******* or even Amazon grocery shopping. You don't speak to your consumers/customers like that, very unprofessional
Business Response
Date: 03/16/2025
Can the consumer advise which Giant Eagle location they visited? Thank you.
Customer Answer
Date: 03/17/2025
The location was Mentor on the Lake, **

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,

******* ******
Business Response
Date: 03/25/2025
March 25, 2025
Better Business Bureau
****************************
******************

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

This letter is in response to the complaint submitted by Ms. ******* ****** regarding a recent
experience at our Mentor-on-the-Lake Giant Eagle. We have notified the store leadership team,
who will provide additional coaching to store team members.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
Date:02/27/2025
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.
*see attachment
Business Response
Date: 03/09/2025
Good Adfternoon - There is no description of the complaint on this case. Thank you.
Customer Answer
Date: 03/10/2025
Giant Eagle store in Green Ohio refuses to give rain checks for advertised items in their Weekly Ad that are not in stock contrary to Ohio Law.
I filed a complaint with the ***************************** regarding this matter and they suggested I also notify the BBB.
Ohio law states that an advertised item that is out of stock, the retailer is required by law to issue a rain check or a comparable substitution for the same price.

Business Response
Date: 03/10/2025
March 10, 2025 Better Business Bureau RE: Complaint ID: ******** To Whom It May Concern:This letter is in response to the complaint submitted by Mr. ***** *****. Giant Eagles policies can be found at ********************************************************* you have any questions, please feel free to contact me.Very truly yours,Giant Eagle
Initial Complaint
Date:02/08/2025
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.
This is the second month in a row, and has happened countless times in the past that store 65 was out of the medicine I needed to pick up. As a schedule II drug, *************** 10mg/3x daily, is not able to be transferred to another nearby pharmacy that has the drug in stock. However, schedule III and beyond can be sent instantly. Through some quick research I read the *** and *** have rescinded that regulation on schedule II back in 2023. Pennsylvania still does not allow the transfer of schedule II scripts and must be called in by a physician to a new pharmacy. Schedule II drugs also have very stringent rules on pickup timing. 1 day prior to you running out is the first chance I get at refilling. With all of these regulations, when I finally hear that the pharmacy is out of stock, Im out of medicine and run through the wringer to find a pharmacy to have my doctor send a NEW script. The biggest issues is that Giant Eagle corporate doesnt have any customer care representatives available on the weekends. Interesting that the stores are open and customers may have complaints that need to be handled quickly, but corporate gets to enjoy their weekends with their family as I suffer with out proper medication and fight for a way to get what I need they relax.
Business Response
Date: 02/10/2025
February 10, 2025
Better Business Bureau
****************************
******************

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

This is a follow up letter in response to a patient's concern expressed on 02/08/2025 regarding a recent
pharmacy interaction.
We at Giant Eagle strive to provide best in class customer service to all patients. Regarding the patient's concern,
the patient's medication is currently on order to be filled. Feedback will be provided to the customer care team
regarding their hours of service of Monday-Friday 8am-8pm. Giant Eagle Pharmacists are available on weekends
to assist with patient care needs.
Customer Answer
Date: 02/13/2025
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
This is a blatant disregard of the facts, and an apology for apology sake. I want to know what that manager is going to do about making sure smaller less wealthy neighborhood stores have the prescriptions in stock. And if they are not going to do that, provide a space for customers to talk to representatives outside of the stores when the store employees are no longer being helpful.

Regards,

****** *****
Initial Complaint
Date:02/07/2025
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.
Every time I go to giant Eagle and they have a sale on some of their products and example is tonight they had a buy one get one free on that Eman donuts and it never rings up with that sale and I can never get help at the store to get it corrected. This happens all the time on their sales that it is never run up properly and the customers pay, the right amount theyre getting a sales price. I have many other examples if needed. It is deceptive, marketing and wrong for the company to advertise the sales and the consumer never gets that price.
Business Response
Date: 02/09/2025
Good Afternoon - Can the consumer advise which Giant Eagle location they visited? Thank you.
Customer Answer
Date: 02/10/2025
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.

Complaint 22914458
External
Inbox

**** ******* <***************************>
2:47 PM (28 minutes ago)
to me

It is the seven fields giant eagle.
Sent from my iPhone

Business Response
Date: 02/11/2025
RE: Complaint ID ********
This letter is in response to the complaint submitted to your office by Mr. **** ******* regarding
his experience at our ************ Giant Eagle located at ************************************,
PA 16046.
We would like to thank Mr. ******* for his feedback. Entenmanns donuts were priced as buy
one, get one (BOGO) from 01/31/25-02/05/25. Mr. ******** receipt shows he attempted to
purchase the donuts on 02/07/25 for the sale that had ended 02/05/25. We apologize for any
confusion.
Very truly yours,
Giant Eagle, Inc.
Initial Complaint
Date:02/07/2025
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.
We purchased cookies from Giant Eagle in *********, ****, on 12/14/2024, mislabeled as Apricot. They were not Apricot, but Raisin filled. I had a painful allergic reaction, which caused me to vomit and choke on stomach acid. Giant Eagle put me, as well as the general public at risk for serious injury due to food mislabeling. Aside from this negilence, Giant Eagle has not taken responsibility for their actions. I contacted corporate on 12/18/24 to report the issue. I was assured by a customer representative named ****, that our local store would reach out to me by phone, and if they couldn't get a response, they woud send an email. I gave Giant Eagle the benefit, understanding that this incident happened during the holidays, so I patiently waited. It's now February 7th, and I've never been contacted by anyone from Giant Eagle. We have saved the product and mislabeled packaging as evidence. Because Giant Eagle will not allow anyone to make a purchase in their stores without a Giant Eagle card, we have proof of our purchase. We also have proof that we haven't purchased anything containing raisins because of my allergy. While waiting for a response, I also discovered that this isn't the first time the Giant Eagle brand has had mislabeling issues with these particular cookies, which they recalled in 2015. It's obvious Giant Eagle doesn't care about what happened to me. They've obviously not taken a dangerous situation seriously, so it's time to make this public knowledge. Once corporate knew about the mislabeling of food at one of their stores, they should have initiated a recall, and compensated me for what I went through. Instead, corporate passed off blame on the Lancaster, Ohio bakery department.
Business Response
Date: 02/07/2025
The consumer can contact the ************* team directly at ************** (Monday - Friday 8:00am - 8:00pm (ET)) to discuss his case. Thank you.
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.
I prescribed ********** 100mg daily for a patient and their insurance approved the medication as well. The pharmacist at the patient's Giant Eagle inappropriately rejected the prescription and changed it. Who can I contact to report interference with medical care? Thank you.Patient's pharmacy:********************************************* Phone: **************
Business Response
Date: 02/05/2025
February 5, 2025 Better Business Bureau *********************************************** RE: Complaint ID ******** This letter serves as a formal response to the concern raised on February 5, 2025, regarding a recent pharmacy ************** Giant Eagle, we uphold the highest standards of patient safety and professional responsibility. On January ******, our pharmacy received a prescription for ********** 100mg (20mg tablets, five tablets every morning). Due to the unusually high dosage, the pharmacist, in accordance with professional and clinical obligations, attempted to contact the provider for clarification. The provider is also the complainant in this matter. Despite multiple phone calls and/or faxes, no response was received. To be specific, we reached out 7 times (January 6, 8, 10, *****, 16 and 19) without a response . As a result, the prescription could not be dispensed without the necessary verification from the prescribing provider in adherence to best practices for patient safety.On February 3, 2025, a new prescription for the same medication and dosage was issued. This time, our pharmacy successfully obtained the required clarification, allowing the prescription to be processed without ******** is important to emphasize that at no point did a pharmacist modify or alter the prescription. The initial prescription was not filled solely due to the absence of a response from the provider regarding safety inquiries.Any assertion to the contrary is factually incorrect.Sincerely,*********** ******, PharmD, ****
Initial Complaint
Date:02/02/2025
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.
I purchased an ****** gift card in December for25 dollars with several other cards . $35 Amazon card got misplaced. I contacted giant eagle and explained situation they called me back and gave me amazons number. I feel like Im being pushed back and forth and would like this resolved. Card number is **************** purchased on 12/8/24 at 4:09pm
Business Response
Date: 02/12/2025
February 12, 2025
Better Business Bureau
****************************
******************
RE: Complaint ID: ********

This letter is in response to the complaint submitted by Ms. *** ****** regarding a lost gift
card. We contacted our card service vendor who confirmed the gift card was redeemed on
January 3, 2025 and they are unable to refund or replace it at this time.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle

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