ComplaintsforGiant Food Stores, LLC

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a grocery delivery from Giant Direct. For the second time, the driver apparently dropped the order off at the wrong house. In calling Giant Direct, I spent an hour on hold waiting to talk to someone. When I finally was able to speak to a representative, she informed me that Transportation told her that the order was dropped off at our address. It clearly was not. She then said she would refund me for my order. I have zero evidence that happened, there was no email follow up to say it did. Then I requested to reorder the missing items. The total came to MORE than the first order which included several coupons that apparently I just lost and could not be reapplied to my order. They claim they placed the new order, but I didn't get a confirmation email about that either. There was no offer for a discount or ANY attempt to resolve this in a situation that would be fair to the customer. Giant Direct has the worst customer service I have ever encountered. This is the second time that they simply didn't deliver my items and they made no effort to resolve this matter in a fair way either.

  Business response

  09/01/2023

  Customer reached out to our team around 1pm on Fri 9/1 and her concern was resolved. We are also reviewing proper procedures with our rep who originally handled the concern.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Was locked out of my account while trying to place a giant direct order (I shop giant direct alot from wind gap PA store). I called wind gap store customer service and they gave me hq/customer service phone number to call. Well at this point I called and spoke to 4 different reps and they told me they are not having technical issues so it's me doing something wrong. I have not been able to access my account for 3 days. I can't even access online store ad/circular. Just keep getting message TECHNICAL ISSUES TRY AGAIN LATER. My account worked last week just fine. Customer service treated me like I was bothering them and hung up without getting my online account working. I spend a lot of money at Giant but no one wants to help me. They basically told me clear cache and Uninstaller ap and then reinstall ap. That's your horrible customer service and IT Dept. Giant is close to my home that is why I go there but if my account does not get fixed I will shop elsewhere and close my account with Giant. I am sure ****, *******,and **** will gladly accept my business

  Business response

  09/13/2023

  We have been in contact with ****************** to resolve her concerns.

  Customer response

  09/14/2023

  [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

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered groceries for delivery 8/11/2023 (Order #**********). I never received the delivery, have requested a refund multiple times, and have since been charged $159.08. I would like a full reimbursement ASAP. I will never shop at Giant again.

  Business response

  08/30/2023

  We have called the customer and left a voicemail advising of the refund, as they did not answer our call.

  Customer response

  08/30/2023

  [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 received the reimbursement. Thank you.

  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

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For more than a year, I have been trying to remove a phone number from my Giant Food account. I have spoken with more than a dozen Giant representatives, including in-store, customer service, and technical support. Each time I do, I am assured that there is only one phone number (starting with ***) in my account, but each time I place an online order for curbside pickup, the store associates call a different phone number. 1. The call is being made to a number that I have asked not to have called. 2. Since I am have sole responsibility for grocery shopping in my household, calling anyone else is pointless. 3. This different phone number belongs to my Deaf partner, who is never able to assist them. After more than a year of fighting within their system, I tried to simply open a new Giant Food account. This was quickly flagged by their Fraud department as a duplicate account, rendering it unusable. Not understanding what had happened, I called their customer service line more than a month ago and specifically requested that both the old and the new accounts be completely deleted. The representative assured me that both accounts were gone. I waited a few days and then created a new account (my third, overall) only to have it also flagged by the Fraud Department.

  Business response

  08/30/2023

  Customer has been called and a voicemail was left on 8/29/23 advising him that the account has been updated and that we have notated his account for the delivery team to double check the quality of the produce that is delivered to him.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've requested a refund of $10.58 on 7/3/23 for missing items on Giant Direct Order #**********, placed on 7/3/23 in the amount of $100.45.Called customer service on 3 different occasions; was assured that a refund of $10.58 was issued to my account (ending ****) on 7/3/23. Receipt of banking transaction was supposed to be emailed to me (********************).However, I never received proof of the credit transaction and according to my bank a credit has never been applied to my account. In addition, I was supposed to be contacted by someone from billing, which never happened either.

  Business response

  08/03/2023

  We apologize for the delay in responding back. Our delivery team has informed us that the credit of 10.58 was sent back to the customer's card on 07/03/2023.

• 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. 

*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. ↩