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.
56 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:08/16/2022
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.
On August 14, I went to GetGo in Gibsonia PA. to purchase gas. I was using my Giant Eagle Advantage card which is connected to my bank to buy gas at the pump. I scanned my card an inputted my pin, the pump declined my transaction and went into a maintenance mood. I went inside and the clerk said he would turn on the pump and I could pay inside and use my advantage points. After pumping the gas I went inside to pay, the clerk scanned my advantage card then deducted the transaction for my perks, I paid for the gas using my bank debit card. The charge came to $39.99. The next day I received emails informing me of two charges of $51.99. I never used my advantage card pin number in the store but GetGo still charged me for this transaction after it was already paid for. They took money out of my account without permission and said it could take up to ten days for reimbursement. Once again they took money out of my account with me not using my personal pin number which keeps anyone else from getting into my bank account.
Customer Answer
Date: 08/25/2022
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.

Giant Eagle was able to take money out of my account without proper authorization, when using the perks card you need to input a four digit pin number. I did not do this and I don't know if they have access to my bank account still.
I what proof that they can't access my bank account and this system they use should be investigated for possible fraud.

Regards,
****** ****
Business Response
Date: 09/21/2022
Good Afternoon,

The consumer states that he input a PIN to begin the original transaction. Effectively, this was the initial authorization. There was a technical issue with the transaction and the charges were refunded to the consumer. The account was placed in a suspended status and the consumer can contact the provider to close the account if there are additional concerns.

Thank you.
Customer Answer
Date: 09/22/2022
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 never inputted a pin number in the store when the transaction took place. Once the gas pump shut down it canceled my transaction, so my pin number was also canceled. They are making excuses for their fraudulent activity.

Regards,

****** ****
Initial Complaint
Date:08/05/2022
Type:Delivery 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, I would like to log in to shop.gianteagle.com to view my recent order with my email address and it continues to send me an error message. Thank you, *******
Business Response
Date: 08/08/2022
August 8, 2022
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 with our Curbside Express website.
We would like to thank *** ******* for her feedback regarding the website. We are reaching
out to the customer to resolve.
Very truly yours,
Giant Eagle, Inc.
Initial Complaint
Date:07/05/2022
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.
On Tuesday July 5th, I was in giant eagle shopping for my son and I. I called job and family services to get my Pebt card information which I had handy. I am the card owner and I and the only one that knows the pin to the card. The assistant manager a lady and the manager Gary were extremely unpleasant, rude unhelpful and would not allow me to use the card even tho I was provided instruction to use. I felt so embarrassed and as if I were being ridiculed for using the P EBT card. I'm so upset and was treated unfairly and have never been in a situation so demeaning. I want a store credit and public apology for my 13 year old son that I have custody of being hungry and treated so cruel!!!!!
Business Response
Date: 07/07/2022

Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106

RE: Complaint ID 1*******

This letter is in response to the complaint submitted to your office by *** ***** ******
regarding his experience at our Stowe Kent Giant Eagle located at 4300 Kent Road
State Rd. #59 Stow, OH 44224.
We would like to apologize for *** ******** *xperience at the store. *** ****** did not have
his EBT/SNAP card with him at the time of his visit. Following the bylaws of the SNAP
program, the physical card is required in order to process EBT/SNAP transactions.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle, Inc.
Customer Answer
Date: 07/20/2022
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.]
It was a PEBT card I don't have snap benefits, I don't qualify. I used the number at multiple other stores and didn't have any issue. That lady was rude and I felt extremely discriminated and looked at like I'm not a hard working tax paying citizen!!! The manager Gary was also rude and came over and the first thing came out his mouth was "what"is that how you address a paying customer? Is that how Giant eagle trains their employees to treat customers? If so it is a shame to have the store ran by people like that!!! I have family that are licensed in law and I was advised that was extremely poor service. My son wasn't able to eat that day! I just want a fair store to go to in the city I just moved to! I need this issue to address the cruelty that I endured was unfair, disrespectful and just down right statistical!!!!!!
Regards,
***** ******
Initial Complaint
Date:06/26/2022
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 get my medicine filled at Giant Eagle Pharmacy. I am on disability for the state of PA for the past 6 years. I go to the Cleveland Clinic for all my care. I also have a DVT right now in my leg which makes it’s hard to get around with my mobility. Two morphine’s needed to be filled on Saturday July 25. I called Giant Eagle that morning and spoke to a pharmacist and that pharmacist wanted to fill both morphine’s on Monday the 27. She said I’m not the only one on morphine. I spoke professional to her and asked to give me what she had. She filled the morphine 15 mg 120 pills entire. The morphine sr 30 mg 167 pills I needed 180. The pharmacist told me i forfeited the rest of my meds. Why don’t they owe me the rest? I said I would have my PA call for the remainder of the pills. The pharmacist said I could not have them till I finish what I have. My schedule does not revolve around the pharmacy. I decided not to have my pain meds filled there again. This is the second time this has happened. Who are they the moral police? Thanks
Business Response
Date: 06/30/2022
*** ********* ** ********
This is a follow up letter in response to a patient’s concern expressed on 06/26/2022 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 that a medication was only filled for 167 tablets out of the prescribed quantity of 180
tablet, at the time of filling, the pharmacy only had 167 tablets in stock.
Section 1306.13 of the United States Controlled Substance Act permits the partial filling of a prescription if the
pharmacist is unable to supply the full quantity. However, the pharmacist is not permitted to fill the remaining
amount after 72 hours without a new prescription. Based on the time and date of the week of the partial filling,
the remaining amount may not have been received within 72 hours to fulfill.
A new prescription was received by the pharmacy for the remaining 13 tablets and was filled.
Customer Answer
Date: 06/30/2022
[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:06/16/2022
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.
My concern is with Giant eagles advantage pay program for gas savings. When I signed up for the program which requires giving Giant eagle checking account details they were offering a $0.30/gallon discount. As of yesterday that has been reduced to $0.05. This appears to me as a bait and switch. The deception of customers who would save more by using a credit card to pay for gas getting cash back of 1 to 5%. By giving Giant eagle checking account details Giant eagle is saving the 3% credit card transaction fee. A similar business, Speedway offers the $0.05/gallon savings without accessing checking account. With the additional savings and protection of a credit card. In some areas and regularly at truck stops you'll see a cash vs credit pricing. But this is always the credit card processing fee difference. This is my concern as it relates to taking advantage of customers. They set up a good price as bait and the switched the conditions.
Business Response
Date: 06/20/2022
June 20, 2022
RE: ********* ** ********

This letter is in response to the complaint submitted to your office by *** ****** *** *******
AdvantagePay allows customers to save money on their fuel purchases once they are enrolled in
the program. AdvantagePay requires the customer to link his checking account to his Giant Eagle
Advantage Card so the enrolled Customer can then use his Advantage Card as a debit card to get
the AdvantagePay price instantly at the pump. The AdvantagePay price is only available to
customers who are enrolled in the AdvantagePay program. AdvantagePay savings vary daily
and by location, saving customers anywhere from $0.05-$0.30 a gallon per purchase.
*** *** ****** enrolled in the AdvantagePay program on or about March 9, 2022. Any
promotional discounts offered during the initial enrollment period have since expired.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle, Inc.
Initial Complaint
Date:05/28/2022
Type:Billing 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.
Date: 05-25-2022 Amount: $19.54 Commitment: Product and Service Dispute: Was not aware that my card would be charged extra Order: ********
Business Response
Date: 05/29/2022
Can the consumer provide additional details on this case? What occurred and at which Giant Eagle location? Thank you.
Customer Answer
Date: 05/31/2022
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 wasn’t told that my card would be charged for substitutions. i do know the cost of the delivery. the store is verona pa. can you explain what was added on. your website should display this kind of information.

Regards,

******* *******
Business Response
Date: 06/03/2022
June 3, 2022
Better Business Bureau
520 E Main St, Suite 100
Carnegie, PA 15106
*** ********* *** ********
This letter is in response to the complaint submitted by *** ******* ******* regarding a change in price
for a grocery delivery for May 26, 2022 that was placed online on May 25, 2022. We researched *** ********* order and found the following details:
The original order was placed on May 25, 2022 for $78.23. The weekly ad changed on May 26, 2022,
resulting in an increased price for ice cream of $2.99. Additionally, there were $6.10 in substitutions for
Cheetos and Lays Chips, as well as a requested substitution for carrot cake resulting in $0.50 increase.
These items caused the final order total to be $87.82 for a total price increase of $9.59.
When the order is placed online, we notify the customer that the final total for the order may be different
due to variable weights and substitutions. Additionally, *** ******* was notified that SNAP
transaction authorizations cannot be increased after they are initially placed and any price increases in
the final order will be charged to a secondary form of payment.
At this time, the order was fulfilled correctly, and *** ******* was notified of price changes and
payment stipulations.

If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Customer Answer
Date: 06/03/2022
[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:05/18/2022
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 signed up for their car wash service and went through 5 times in 3 days and my car was never cleaned. This is a ripoff. And they told me tough luck we don't refund. So I am stuck paying for a service that I'll never use.
Business Response
Date: 05/27/2022
May 27, 2022
Better Business Bureau
520 E Main St, Suite 100
Carnegie, PA 15106

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

This letter is in response to the complaint submitted by *** ***** ****** regarding his experience with
our Wetgo program. *** ******** subscription has been cancelled and he has previously spoken with
our Wetgo team about his experience.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
Date:05/05/2022
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.
Despite being 70 years old I was asked to present my drivers license for scanning on May 5 2022 at the Southgate store even though I have been told many times including by Mr D****** himself that senior citizens are not supposed to be carded. I am willing to show them my license so they can determine my age but since I have had issues with identity theft them scanning my license is something that is never going to happen. I have checked out with the cashier 5 or more times and was never asked for identification. After I walked out of the store I went to the nearby Cityview store and was not asked for identification. If you have a problem selling me beer to me me fine I’ll gladly go somewhere else. But make up you mind what the hell it is that you morons want to do.
Business Response
Date: 05/13/2022
RE: Complaint ID ********

This letter is in response to the complaint submitted by *** ******* ****** concerning his visit to the
Southgate supermarket to purchase beer on May 5, 2022. After investigating this matter, our cashier
appears to have not applied our Alcohol Sales Policy when she asked *** ****** to present his driver’s
license for scanning. Our policy only 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. We will be contacting *** ****** and
offering him a gift card for the inconvenience that this incident may have caused him.

Since learning of this incident, the staff at the Southgate 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 by the Store Leader on the proper
carding procedures for alcohol transactions to ensure compliance and consistency when ringing up
customers who are purchasing alcohol.
Very truly yours,
/s/ Giant Eagle Team
enc.
cc: Christina L****
GetGo #3086 Store Leader
Initial Complaint
Date:05/02/2022
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.
My issue is with GetGo Advantage Pay, which is linked to my checking account. I got gas & while that charge was still pending my account was compromised with fraud. Due to the fraud, froze the account and had to set up a new checking account. GetGo sent the charge on the frozen account into collections in less than 10 days. The $47 gas charge, now has a $30 fee attached to it and the collections agency refuses to waive the fee even though I was a victim of fraud. It has been horrendous customer service and I am incredibly disappointed in how quickly GetGo sent this to collections. Additionally when the collection agency called me, I let them know that my account was compromised due to fraud and I was waiting to receive my new debit card to be able to enter that into in GetGo/pay. I am absolutely happy to pay the $47 that did not go through due to the account being frozen, but I am not happy to pay the $30 fee for the fraud I could not control
Business Response
Date: 05/11/2022
May 10, 2022
Better Business Bureau
520 E Main St, Suite 100
Carnegie, PA 15106
*** ********* *** ********

This letter is in response to the complaint submitted by *** ********** ****** regarding a $30.00
collections fee applied to her Advantage Pay account. We have issued a refund of the $30.00 fee to her
Advantage Pay account.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
Date:04/28/2022
Type:Sales and Advertising 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 purchased pulled Rotisserie chicken on Thurs 4/14/22 @ 5:05PM, that the label says was packaged on 4/12/22 to be sold by 4/18/22, barcode label is * ****** ******* I made a salad the following evening with the chix, and at work the next day on Fri 4/15/22, I was extremely sick and went home from work. This was the only thing I eaten on Thurs evening after making a salad with the chix purchased. On Fri 4/15/22 I went to look at the date on the chix, and the chix just had a funny spoiled smell. I then called the Giant Eagle corporate no to report the issue, spoke to Brittany who was very rude and uncaring very mean. She talked down to me in a condesending type manner. I explained to Brittany that I was not being rude, but how do they package chix on 4/12, and sell it on 4/14, and it smells horribly spoiled on 4/15. I had actually had a stomach virus 3 months ago and was sick for 3 weeks from food from Giant Eagle, and did they just re-adjust the label on the package to sell spoiled food, if so the Health Dept needed to be contacted. I just requested that my money be refunded as I was going to take the remaining chix back into the store. She rudely said No, you will not get a refund this has to go over to the Claims dept, they will contact you in 3-5 business days. I have NOT heard anything from the claims dept, and its been since 4/15/22. I want a full refund for this spoiled chix, and would still like to be contacted as this is not right to the consumer, and I could have really got sick again as I was in January. Why are they selling changing the labels, and selling this type of food to make a sell. I had to leave work sick, and lost out on 4hrs of pay, and this very wrong. And Brittany needs to not answer the phones for the Corporate office as she was nothing but rude, very uncaring, and did she even report the issue is the question, because I am still waiting for a call from the Giant Eagle Claims dept. I want a full refund, and all of the my perks used as well.
Business Response
Date: 04/29/2022
We are reaching out to the consumer directly to resolve. Thank you.
Customer Answer
Date: 04/29/2022
[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,

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

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