ComplaintsforGiant Food Stores, LLC

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The sign at the gas station has gas listed at $3.55 a gallon. When I went to the pump the price was listed at $3.59 a gallon. When I brought the matter up to the tenant, he said he couldnt get the machine to change the price.

  Business response

  07/10/2023

  We are sorry to hear of the customer's experience at one of our gas stations. Our store management team members has reached out to the customer and left a voicemail message  to arrange a repayment of the overcharge.

  Customer response

  07/11/2023

  [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

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sister purchased a $50 ******** gift card in Edgewater Maryland store on 5/10/23 at 5:43 PM. She mailed it to me for Mothers Day. After trying to redeem the gift card on ********* website, ******** support told me that the card was never activated. My sister sent it with the original receipt, which shows that she was charged $50 for the card. I called GIANT customer support 5/15/232 and was given an email address for third-party gift cards, was offered no other assistance. I sent two emails to that address and received absolutely no response. I then contacted Giant through their ******** messaging site outlining the issue and received a quick reply. I was instructed to send a photo of my receipt to the customer support email, which I did on 5/23. On 5/29 I sent a follow up email for an update and received a response from someone named ******* that said the process is moving a bit slow but I have submitted your request for a refund. I should hear back from someone by the end of the week. I heard nothing after that. I sent another email on 6/14 which went unanswered, and another on 6/20, which also went unanswered. I sent another ******** message on 6/22, and received a form response on 6/23 that said the information was forwarded to the customer care team. The case/reference number with GIANT support is ********. I have made multiple efforts over the last 6 weeks to resolve this issue with GIANT, but will not continue to tolerate no response whatsoever. The funds were accepted from my sisters account and no service was provided. They have offered no resolution or support. I want the $50 returned to my sisters original form of payment, or momentarily to myself. I can provide any additional assistance upon request.

  Customer response

  06/28/2023

  Per your request, my sisters name is ******************** 
  

  Please let me know if I can provide any additional information. 

  Business response

  07/24/2023

  We apologize for the delay in responding to .this, we are still researching this issue and will be responding back to the customer soon.

  Customer response

  07/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  While awaiting a response through this platform, the customer service team made it clear that no resolution would be offered. Per the email (screenshot attached), ******* indicated that no record of the card could be found in the system, and therefore Giant is not responsible. That is an absurd response, as I have produced visual proof (receipts) that verify the card was purchased and processed at Giant. So to say that no record of it could be found proves the point that the error clearly occurred at the Point of Sale at this Giant location. She then deemed the matter closed. It is absolutely appalling to me that a company that posts profits in the millions cannot reconcile a $50 incident, of which they are clearly at fault. I am hopeful that the research indicated in this response will result in actual assistance and resolution. 
  
  Regards,
  
  *********************** & *******************
  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a 79-yr-old woman without a car. I rely on food delivery service, and have been using Giant without any trouble until today. The order I was expecting for delivery today was canceled by Giant because they claim they were "unable to verify my account information." They did this via an email to me, without even trying to contact me first. Their email asked me to call them and provided a phone number to do so. However, when I tried to call, I just got a recorded message. When I then tried to call Customer Service, I got another recorded message saying I was 14th in line. I then went to their online website and checked my account; all the information was present and correct, and nothing about my account has changed, so I cannot image why they were unable to verify it. So, now I have to go through the difficult-for-me process of reordering everything from a different store, and hoping I can get it all in a not-too-expensive and timely manner.

  Business response

  07/17/2023

  We apologize for the delay in responding back . Our Delivery Team has reached out to the customer and this has been resolved. 

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went in on June 9th to get a money order for $2400. I had $2400 in cash, separated by $400 increments. She told me I needed to withdraw an additional $20 to pay for the money order so in total, I handed her $2420. I counted the money once withdrawn from ATM and when I handed ****** (store worker) the money, she took all of my receipts out, told me she was going to count my money in a machine and she took my money in a room, closed the door, came back out 3 minutes later stating I only handed her $2060. I have every receipt showing that I walked in with $2400 TOTAL IN CASH. I withdrew an additional $20 from purchasing a water bottle to be able to get cash back. And she handed a receipt showing only $2060.00. I know for a fact, she stole $460 from my money. I never completed the money order. She told me to contact my bank and/or the ATM company to see if there’s anything they can do.

  Business response

  07/11/2023

  We are sorry to hear of the customer's experience in one of our stores. Please know that this being researched by our Security Department and our Management Team will be reaching out to the customer once this is completed.

  Customer response

  07/12/2023

  [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,
  
  *******************
  

  Business response

  07/14/2023

  Our Asset Protection Team has researched this complaint and have found no evidence of any wrongdoing. The Store Management team has reached out to the customer to inform them of this.
  
   

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Giant direct billed me 151 dollars and 145.18 .. stated mistake would get money back . After several calls giant stated that they reversed transaction nothing they can do call bank . My bank stated they have 145.18 pending as coming out of account not deposited . Thankfully my bank is great and will take care of it . Giant direct is horrible keep me coupons for messing up my order and can't even use them . Not worth it will not do it again after today .

  Business response

  07/06/2023

  W apologize for the delay in responding back. Our delivery team has been trying to contact the customer with no success by phone. They will try to reach them by email. 

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an online order, in which I do very often with Giant and I had used our *** card and I knew something with odd at first because it was not putting the whole amount on my *** in which I had plenty of funds in there. I chalked it up and it put $128.89 out of my *** and then the remainder of the $3X.** out of my bank account. I knew there was something wrong, but trying to get thru to the toll free is a task in itself and then I had already lost the first time slot I reserved because of this issue I was trying to fix, so I allowed it to go thru. Once my order was ready, I noticed it credited back our *** and took the WHOLE amount of $159.** out of my bank account in which I did NOT have after the checks I had outstanding were cashed. I had to borrow cash to get it into my account so it wouldn't over draw. I then called the toll free # ************** and spoke to a nice gentleman who said this was definitely there error and he would get it sent over to billing to get this fixed and get the money credited back to my bank account and have the *** debited. It has been 2 days and I have heard NOTHING. I tried calling 4 times today and have been on hold for 20+ minutes and end up hanging up because I cannot sit on a phone all day. At this point I feel this error needs to be corrected ASAP so I can pay back who I borrowed the cash from as well as giving me some type of credit due to this being their error and not mine, What if I couldn't borrow the money and checks bounced? Giant wouldn't of cared, it would be my issue. Isn't this illegal? When I placed the order, it showed that our *** was being debited and then all of a sudden they take the full amount out of my bank account in which they say is there error??!! I have shopped with giant for 20+ years and this is totally unacceptable.

  Business response

  07/06/2023

  We apologize for the delay in responding. Our Delivery Team should be reaching out to the customer soon regarding their billing issue 

  Customer response

  07/06/2023

  [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

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased ******** ******* bacon and it was spoiled. There is no customer service phone number or email on the package, and I had to do some digging just to find out they were a Giant brand. When I finally got an email response from them, they said I should have saved the spoiled meat (for 3+ days) and brought it to the store. Obviously I took photos and threw it away. Customer service only offering a coupon for about HALF the cost of a pack of bacon.

  Business response

  06/05/2023

  We are sorry to hear of the customer's experience with bacon purchased from our store. We have reached out to the customer by voicemail and will be sending a 10.00 gift card, and will also be sending the information to our supplier.

• Initial Complaint

  05/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  $200 in gift cards taken, wiped out, but no benefit to me can be seen on any of my bills. Basically I'm owed $200 somewhere. I've also essentially been locked out of their ordering services, which is my main product of consumption, and upon multiple requests for contact, over multiple weeks, I've heard nothing.

  Business response

  06/19/2023

  Our apologies on the delay in responding back. Our Delivery team is still researching this issue. 

  Business response

  06/20/2023

  We are sorry to hear of the customer's experience with our Delivery Department. They have resolved the issue and reached out to the customer by voicemail .

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 17, 2023 my car was hit by a shopping cart and left with a dent. I went into the store and spoke to a manager, ***, we looked at the damage together. I provided him my contact information and identification including my drivers license. He then promised to check the cameras and reach out to the insurance company. He said they would contact me in two weeks. One week later I called back and spoke to another manager. He confirmed everything was checked. He also told me the insurance company would reach out. It has been over a month and I still have yet to be contacted by anyone.

  Business response

  06/08/2023

  We are sorry to her about the customer's incident at one of our  stores. The store reached out to the customer and a case was open with our insurance company. 

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am disabled and homebound so have to do all my shopping of every kind online via shipping or delivery. It is the only way my family gets supplies. On May 6 I placed a delivery grocery order for May 7. It was supposed to be contactless delivery. However, the driver refused to leave the groceries unless I came to the door. I cannot do that. So he took the groceries back and I had to fight to get money back for an order they never delivered. I spoke to customer service, they apologized and said a phone call should have been sufficient to leave the groceries and they did not need to see me. She said I should place another order. So I did. I placed an order May 11 for a May 12 delivery. This time I chose the 'unattended' delivery option where they were supposed to leave all the groceries in a 'pea pod' bag. It is an insulated bag that is said to keep stuff for over 4 hours. Every email, confirmation, etc that I got told me about the bag and how long food would be fresh. Delivery gets here and NO pea pod bag. The groceries were just left in grocery bags on my porch. $300 worth of groceries just sitting out there rotting because the guy did not bother with the insulated bag. I talk to customer service and they say they don't offer that service. Clearly they do. It is an option on their site and they have a whole page about it. So 2 orders. No groceries. Finally customer service said they would give me my money back. Instead they not only did NOT give me my money back but they charged my account a second time overdrawing my account. How is this acceptable. This is blatant fraudulent advertising and theft from a customer. No one authorized a second transaction and I was supposed to be getting a refund from the first. They took double. I got nothing but rotten food. Not ok.

  Business response

  05/31/2023

  We are sorry to hear of the customer's experience with online delivery orders. We have reached out to the customer and informed them that the refunds have been processed for their orders, and we are working to remove the pod bag option from our website, as those are no longer available. 

  Customer response

  05/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  An 'I'm sorry' and then returning money they stole from me isn't enough. My family went hungry for the 2+ weeks it took to get my money back. How does it take that long to get your money back for things you never got and how on earth did they get the authorization to charge an order from the week before that THEY canceled? How is that appropriate???  They took everything I had and overdrew my account. We could not get more food.  I could not pay some bills because they stole my money, so no, 'refunding' stolen money is not enough.  We had to beg for help with food. What your company did and put my family through cannot be fixed with an oopsie so sorry. 
  
  Regards,
  
  ***********************
  

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