Complaints

This profile includes complaints for Giant Food Stores, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Giant Food Stores, LLC

  1149 Harrisburg Pike Carlisle, PA 17013-1607

• 

  Giant Food Stores, LLC

  3926 Linden St Bethlehem Square Bethlehem, PA 18020-5846

• 

  Giant Food Stores, LLC

  6800 Richmond Hwy Alexandria, VA 22306-1704

• 

  Giant Food Stores, LLC

  3297 Crain Hwy Waldorf, MD 20603-4848

• 

  Giant Food Stores, LLC

  3935 Perkiomen Ave Reading, PA 19606-2718

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:12/26/2023

  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.

  Good morning, I hope you all are very well indeed. I was at your store number 322 on this morning early and the cashier ***** refused to accept the competitors coupon. I have used them last week and today was the first time someone refused to accept the coupon. I walked away and I called the cooperate office as well. Than she started laughing as if it was funny. No manager was available. These people in your store are always complaining about what the customers are doing and spending. Which they need to learn how to conduct them selves like women and stop acting like they own the store. I don't see them as ************ or *********. They are ******, ******, *****! Also, the new lady that has just arrived all three of them are always harassing her. They stay on her back. After 30 years they all need to retire. I have been coming to this store for over 30 years as well. People need to learn how to mind their own business. I would like a $50.00 incentive for all of my troubled disrespect. aggravation, time and energy, and emotional distress.

  Business Response

  Date: 12/26/2023

  We are sorry to hear of the customer's experience in one of our stores. Our Store Management Team has reached out to the customer and set up a date to meet and discuss this further.

  Customer Answer

  Date: 12/27/2023

  [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

  Date:12/03/2023

  Type:Product 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 bought yesterday afternoon a $100 ***** gift card from Giant Ashburn, could not be redeemed as the last digit was scratched. I thought I had been careless unwrapping it. This afternoon I went to Giant#*** to buy a couple of $50 ***** cards. When opening the first card it was clear it had been tampered with. There were other customers at the Customer service desk with the same complaint. Employees advised contacting ***** and refused reimbursement for the second unopened card. This seems to be an inside job in the facility packing cards for *****. At least Giant should remove all cards customers report as tampered with, posting a warning to prevent being part of the problem. If it had been tampered food or wine, Giant is likely to have issued a recall. It seems to me that either Giant suspects we customers are laundering money with gift cards, or game addicts that deserve no assistance, or worse.

  Business Response

  Date: 12/18/2023

  We ae sorry to hear of the customer's experience. Our Store Management Team has reached out to the customer and provided an explanation of our policies and assured them that we are working with the gift card company to provide a resolution to these concerns.

  Customer Answer

  Date: 12/18/2023

  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. I also spoke withe the store manager who informed me that gift cards will be sold in the customer service desk only, precluding card tampering by criminals. I'm happy to hear these acts won't happen again, at least in Giant Stores.
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 12/18/2023

  BBB I have seen numerous recent videos and gift card tampering seems a much broder problem, not limited to ***** cards. The store manager said there is evidence supporting the hypothesis that tampering occurs with cards taken from the stores. This is suggestive of organized crime as gift cards require a unique code printed in the receipt to be redeemed 

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service 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.

  Good evening, I'm *********************** and I am a member of the *****'s ****************************** for the ************ chapter. Our responsibilities are to ensure that the establishments in our communities throughout the northwest section of Baltimore County are providing stellar customer service and we ensure that people of color, our youth, and other marginalized communities are being recruited and hired for jobs/careers opportunities that they want. I wanted to share concerns I have about the recent experience I have had with a few of the cashiers who work at the Giant supermarket that is located at ********************************************************************. Today, between about 10:30-11am, a manager, ******, had to step in and make changes to a transaction when I decided that I did not want to purchase several items in the register 11. The cashier covering the shift at register 11 was extremely rude to me during the entire transaction. She is a short, ***** middle aged women with ******* hair. She did not greet me, she was speaking to another one of her colleagues while she was scanning my items, and she did not want to hep me with my bags even though I brought my own. It's my understanding that customers are permitted to bring in their own bags and that the employees are still required to assist customers with their bags if they request help. I did not receive the help I requested today from this cashier at register 11 or ******.In the past, I have noticed that employees, ********, and ***, were also very short and rude towards me in the self checkout lines. Sometimes when I would approach them and request any type of assistance, they would both give me a cold shoulder as if they didn't want to be bothered with me or customers. *** even gossips about customers to colleagues. I have heard it. On the other hand, always enjoy being served by ***** and ****** They're very friendly.Please advise and let me know if you have any questions/concerns.Thank you,***********************

  Business Response

  Date: 12/08/2023

  We are sorry to hear of the customer's experience in one of our stores. Our store management team has reached out to the customer and resolved the issue.

  Customer Answer

  Date: 12/10/2023

  [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

  Date:11/25/2023

  Type:Product 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.

  YOUR GAINT EMPLOYEE, WORKING IN THE DELI (PARKVIEW MARYLAND) ON 11/24/2023 AT 1700 HRS. LOCATED ****** AND ******** **** STORE TOOK MY ORDER OF HONEY TURKEY. SHE THEN BEGIN TO CUT MY MEAT ORDER, DROPPED A BOX OF WAX PAPER ON THE GROUND. SHE THEN RETRIEVED THE BOX OF WAX PAPER FROM THE GROUND. AND WITH THE SAME GLOVED HAND TOOK MY PRODUCT OFF THE CUTTTER SHOWED THE HONEY TURKEY SLICE AND ASKED IF THAT WAS OK. I THEN STATED TO YOUR EMPLOYEE OF (GAINTS FOOD) WHY WOULD YOU USE THAT WAX PAPER YOU PICKED UP OF THE FLOOR AND THINK I WOULD EAT THAT FOOD ITEM. YOUR EMPLOYEE THEN STATED. (' IT LANDED ON UP') HOW EVER HER GLOVED HANDS PICK UP MY PRODUCT FROM THE FLOOR. I AM SURE STORE VIDEO WOULD SHOW CLEARLY WHAT HAPPEN. IN ADDITION TO THE OTHER TWO EMPLOYEES STANDING AT THE OTHER END OF THE COUNTERS HANDLING OTHER DUTIES. I THEN ASKED WHY WOULD YOU THINK THAT ME OR ANYONE ELSE WOULD WANT TO EAT THOSE FOOD ITEMS. SHE THEN RE WRAPPED THAT HONEY TURKEY ITEM WITH THE GLOVES SHE USED TO RETRIEVE ITEMS FOM THE FLOOR PLACE THAT ITEM BACK IN STOCK. I GUESS FOR THE NEXT GUESS TO LET'S SAY THE EXTREAM AND POSSIBLY (DIE). FROM YOUR GAINT EMPLOYEE LACK OF CARING ABOUT CONTAINATION TRANSFERES. YOUR EMPLOYEE THEN BEGAN TO TELL HER CO WORKER WHY I BECAME ANGRY AND REFUSED TO BUY THIS FOOD ITEN FROM YOUR STORE. I ADVISED HER THAT SHE IS AN ADULT AND SHOULD BE WELL AWARE OF WHY IN SO MANY REASONS. THAT WAS WRONG THE (ONLY) REASON I DID NOT SPEAK TO THE MANAGER IS BECAUSE OF MY TIME. HEALTH DEPARTMENT WILL ALSO BE CONTACTED ABOUT THIS INCIDENT. I AM A WEEKLY SHOPPER AT THIS STORE AND MAKES ONE THINK HOW MANY OTHER TIMES HAS YOUR (GAINT EMPLOYEES) HAVE DONE THIS UNHEALTHY PRACTIS BEFORE.

  Business Response

  Date: 11/30/2023

  We apologize for the customer's experience in one of our stores. Our Store Management Team has reached out to the customer and apologized and will address the issue with the associate involved.

• Initial Complaint

  Date:11/17/2023

  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.

  Please br advanced that i am a disabled veteran and live alone with my service dog. On 11/06/2023 i placed an on line food order as i do monthly. On 11/07/23. i only received a partial order. The entire order was charged to my SNAP, dhs card for $293, I only received a partial order in the amount of $$56.26. I was told by Giant food I would receive a credit to my SNAP / DHS card in 2 days. As of todays date i received nothing. I emailed and called several times and was told i would receive the balance credit of$95.97 to my government SNAP account. Giant foods will not refund my food or money. This is no way to treat a hungry disabled veteran. (Order I.D # ********** on 11:/07/2023.)

  Business Response

  Date: 11/18/2023

  We are sorry to hear of the customer's experience with their order. Our Delivery Team has verified that the customer has received all credits that are due to them.

  Customer Answer

  Date: 11/20/2023

  [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 i only received a partial order. My food delivery was late,damaged and dropped in the street.I am a disabled veteran on a fixed income and order from you monthly. I spoke to a supervisor on 11/19 and he agreed i was owed additional money to my SNAP. I will contact DHS and PA office of Attorney General and inform them of your business practices.
  
  Regards,
  
  *****************************
  

  Customer Answer

  Date: 12/05/2023

  Please be advised that I did not receive over half of my order or a receipt which is normally in the bag. You took all the money I had to eat with out of my SNAP card DHS benefits. I have contacted DHS and filed a complaint with them. This is no way to treat a disabled veteran. Truly 

• Initial Complaint

  Date:11/16/2023

  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.

  Tried to return a $3.99 pudding to the ******************************************* in Philadelphia, PA store today 11/16/23 with a receipt and the three customer service girls (one was named **, not sure which one was), there was a short ******** woman and an ******* american woman with glasses and the third was a also an ******* american woman, refused to refund or offer an exchange or even a gift card because the bottom receipt section was missing. I asked for a store manager and the customer service woman that answered the phone told me she is a meeting and will let her know.

  Business Response

  Date: 11/30/2023

  We are sorry to hear of the customer's experience in one of our stores. Our store management team has reached out to the customer and resolved the issue. 

• Initial Complaint

  Date:11/12/2023

  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.

  Well when I go to Giant;s food and I use my card to get points with well when I use Giants does not give me my points. Right now I should have enough to get A free Turkey but there is no points.

  Business Response

  Date: 11/30/2023

  We apologize for the delay in responding back. We are currently researching the customer's issue with our Marketing Team and hope to have a resolution soon.

  Business Response

  Date: 12/11/2023

  Hello, we apologize for the delay in responding back to this concern. Unfortunately, this issue required  more research then was anticipated, and we are trying to come to a resolution as quickly as possible. We hope to have an answer soon.

  Business Response

  Date: 12/18/2023

  We apologize for the delay in responding back. The issue with the customer's card has been resolved and the customer was given the points that didn't properly show in their account.

• Initial Complaint

  Date:11/02/2023

  Type:Delivery 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.

  Yesterday, November 1, I placed an order online for pick-up from Giant. The total cost of the order was $135.40. A hold for that amount was immediately placed on my bank account. This is expected; what occurred next was not.The order was not filled completely as two of the items I needed were not available. The adjusted amount was $128.37. That amount was then billed to my bank account. Unfortunately, the original hold of $135.40 was not removed.I called the customer service line and spoke with a person named ********* She was not very friendly and less helpful. She advised me it would take 3-4 days for the hold to be removed. As I feel this is unacceptable, I asked to speak to a supervisor. Her response was "What do you think a supervisor can do that I cannot?" This response is not appropriate.I called my bank to see if something could be done. As I suspected, the hold can only be removed by the originator. It is totally unacceptable for Giant Foods to hold $135.40 of my money for up to 4 days. While I may be financially able to adjust my spending for this, most people are not in the position. The money, while not yet posted to the account, is in pending status and therefore unable to be used for my needs.

  Business Response

  Date: 12/06/2023

  Please see comments on the resolution of this complaint    on 11/27/2023

   I called the customer and left a voice mail advising the 2 items that were not received were out of stock and that she was not charged for them.  I confirmed the total amount of her invoice was $128.27.

  I also educated the customer on the preauthorization and that once we requested the amount be returned to the customer it would be up to her bank to return the funds to her and that every bank has a different timeframe for this process.
  
  Since the customer is using her debit card as a form of payment I let her know she can enroll in Peapod Direct Check to avoid any future preauthorizations on her orders.  I also left an explanation of how to enroll in Peapod Direct Check.

  
  

• Initial Complaint

  Date:11/01/2023

  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.

  Paid for the annual choice pass membership on 9/24/2023, after reviewing my deliveries since then I have noticed I have been charged a delivery fee each time. Called customer service on Monday 10/30/2023 and was advised they showed the charge pending even though I received a confirmation email from Giant directly, as well and the payment being on my credit card statement. Was advised I would be on a long hold so they would call back before the end of the night Called back later that night and was told I would hear something by the following day, Tuesday I called and was told the same thing, now its Wednesday and I have called twice. The first time the person who I was speaking to put me on hold after waiting 30 mins to speak with someone, and them talking to me for less then 30 seconds. They then did not take me off hold and just transferred me to a number that disconnected the call. I called back again immediately and waited another 30 mins to be told that I would need to wait a couple days till they receive confirmation that my payment went through for my annual membership. As said I received confirmation from both Giant, and my credit card company on 9/24/2023 that the payment processed. How is it that 38 days since I paid over $100 for a service that they confirmed was pairs they are saying its not received, and will not give me any direct answer on why I am being charged for a service that I have already paid a yearly membership for. After speaking with customer service today I am told that there is not a manager that I can talk to about its the customer service department, and that I will need to wait 3-5 business days which was not said to me the last four times I have called. I have giant delivered to me on a weekly basis, but at this point Im considering taking my business elsewhere as the communication is horrible and customer service is abysmal. On top of that I paid $101.50 for a service I am not receiving.

  Business Response

  Date: 11/20/2023

  We are sorry to hear of the customer's experience. Our Delivery Team shared that on November 1 customer was credited for the delivery fees for orders after September 24 and then was refunded for the Pass on November 2. 

• Initial Complaint

  Date:10/23/2023

  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.

  I walked to the Giant Foods which I have shopped for the last three years. At the deli I ordered a pound of meatballs. The meatballs tasted bland. I threw it away. I have ordered other foods from the deli before. I do not understand why the quality was so poor. I would like the recipe changed. It is German meatballs. ************ Ingredients MEATBALLS 1 cup minced onion 2 tablespoons salted whipped butter 1 teaspoon salt 1 1/2 pounds ground pork or beef 2/3 cup breadcrumbs 2 teaspoons anchovy paste or 5 anchovies, mashed 1 teaspoon Worcestershire sauce Zest lemon 1 tablespoon chopped parsley 1/2 teaspoon white or black pepper 2 eggs SAUCE 1 quart duck, beef or veggie broth 3 tablespoons salted whipped butter 1/2 cup minced onion 3 tablespoons flour 2 tablespoons capers 2 tablespoons parsley 2-4 tablespoons sour cream Salt and black pepper to taste Instructions Carmelize the onions by frying them. Mix all the ingredients. Place meatballs in broth on high. Once the broth boils, reduce heat, and remove the meatballs. Keep the broth. Set aside both in a dish. Cover with salt and parsley. I feel this recipe would add flavor and texture so that customers would really enjoy. I hope you found this recipe as I have enjoyable. Thank you, *************************

  Business Response

  Date: 10/30/2023

  We are sorry to hear of the customer's experience with the meatballs purchased from one of our stores. We sent the customer an email on 10/24/2023 to obtain the store location and have not received a response. We sent a second email today. 

  Customer Answer

  Date: 11/03/2023

  [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:

  I never received any communication from Giant Food customer service.

  The address of the Giant Food Store is ***************************, Bethesda, MD.

  I would like a refund of the purchase.

  Regards,

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

  Business Response

  Date: 11/07/2023

  The store manager has connected with our customer and will be taking care of her, as well as sharing her feedback to see if the recipe can be changed.  Thank you!