ComplaintsforSheetz

Convenience Store

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
07/07/2024
Complaint Type:
Customer Service Issues
Status:
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.
Did not scan in Sheetz rewards correctly, insisted after multiple requests to scan again that she got it right.. none of the activity showed up on my account, my gas discount did not apply. Tried to reach out to the business they fixed 1/3 of problems and after an hour on the phone and 2 letters that’s just not enough. This location is problematic, only have been here twice and multiple issues both times.
Business response
07/07/2024
Dear *** ******:
Thank you for forwarding ***** complaint regarding issues had at one of our locations. In order to perform an investigation, I need the following information: 1) the location *** visited, 2) I am requesting receipts of the transaction in which *** did not receive the points for the purchases and 3) I would need ***** My Sheetz Card number.
Please provide me this information and I will gladly research the issues and follow-up with you once complete. I am glad *** reached out so we can fix any issues that may be outstanding.
Thank you - Christine B***** - Claims & Litigation Manager
Initial Complaint
07/03/2024
Complaint Type:
Facilities Issues
Status:
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.
On July 3, 2024 I stopped to purchase gas for over an hour trip. The ladies restroom was AWFUL.i ! I am a former NC certified EMT and nursing assistant. There was : Urine on many seats Unsticked toilet paper No hand soap Unflushed toilets Overflow of trash SMELLED BAD
Business response
07/04/2024
Dear *** ******:
I am writing in follow-up to *** ********** complaint regarding the cleanliness of a restroom she visited while traveling. This is very concerning, as we pride ourselves on the cleanliness of our restrooms. May I please get the location where *** ******** visited so I can reach out to this location.
Thank you for your assistance.
Sincerely - Christine B*****/Claims & Litigation Manager
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I went to sheetz car wash and It caused damaged to my vehicle. Submitted a complaint and spoke to someone who was only concerened about 1 spot of damage to my vehicle and stated that she found sheetz not liable, but I have way more damage than that one spot. I have brush marks the whole way around my vehicle due to their brush car wash. I did submit photos to them and like I said she looked af one spot and marked that off as none of the damage was caused by them. She also emailed me and said she did not look at video of my vehicle prior to entering to know if the huge gash was from their wash or not. ( I stated that it was there after wash, but wasn't sure if it was there prior or not but I'm pretty sure it wasn't as I didn't hit anything) but there is way more damage that just that spot. She stated I could get a supeona to look at video.
Business response
05/30/2024
Dear Ms. ******:

I am writing in follow-up to Ms. *******’s complaint wherein she alleges that the car wash at our Butler location damaged her vehicle. A thorough investigation was performed and it was determined that the damage on Ms. *******’s vehicle was inconsistent with car wash damage. The car wash brushes are made from a non-porous soft foam. Ms. *******’s damage looked as though her vehicle was scraped against something. Additionally, surveillance was viewed and multiple vehicles used the car wash before and after Ms. ******* without incident. Also, the car wash does not show any signs of malfunctioning while Ms. ******* is in the wash.

Because of all of these facts, it was determined that Sheetz would not be liable for Ms. *******’s damages. Should you require additional information, feel free to contact me.
Sincerely - Christine B*****-Customer Advocate/Litigation Manager
Customer response
05/30/2024
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.

*** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
Regards,

***** *******
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am very upset that Sheetz change my credit limit when I have been a very excellent customer. I never missed a payment until the 24th of May and I paid on the 29th. I miss my payment due to an accident. That day My credit limit was dropped from 5000.00 to 1700.00 without notice. this is how you treat your customers. I want my credit limit back
Business response
05/30/2024
Dear Ms. ******:

I am writing in follow-up to Ms. ****’s complaint wherein she indicates her credit limit was lowered on her Sheetz credit card. I am sorry to hear that, however, Sheetz is not responsible for credit limits. The bank handling the credit card is responsible for the credit limits, checking credit scores, etc. I would suggest that Ms. **** reach out to the issuing bank and discuss the issues with them.

I am sure Ms. **** is a very good customer and we appreciate her business. I am hopeful that she will be able to work this out with the issuing bank. Thank you.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager
Initial Complaint
05/05/2024
Complaint Type:
Customer Service Issues
Status:
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.
Tonight, may 5th 2024, I went in to sheetz to purchase a drink, cheese bites and 2 packs of cigarettes. When I was paying I noticed that one of my automatic payments had deducted from my account and I was about 75 cents short of being able to pay for it. I told them to give me a minute while I tried to figure something out and a very nice customer behind me gave me the money I was short to cover the transaction. When I turned around to pay, the manager had already canceled the entire transaction and said we had to ring it up again. When I swiped my card this time the transaction was declined. I checked my cash App and sheetz had taken the 19 dollars from my card and it was now showing as pending. That was the only money I had and the staff just looked at me very uncaring and told me that there was nothing they could do and then just stared at me. I ended up having to awkwardly walk out leaving all my items behind because I wasn't able to purchase anything because the staff canceled the transaction over 75 cents after I told them to give me a minute to figure it out. The wouldn't even give me confirmation that the transaction was canceled and there is still nothing on my end saying the money is being refunded to me either. The employees should know these policies and that if they cancel the transaction of someone who is short money on paying, be aware that that person will have no way to pay at all after they take what money they do have have make it so they can't access it. The staff made me feel so embarrassed over the whole thing that I left holding back tears. I now have no way to eat dinner tonight either because of this mess. The least they could do was be kind about it. I even had to leave my 89 cent drink I was in the middle of drinking. I spend so much money with sheetz, I really expected better. Also I have not been earning it's for any of my transactions for months!
Business response
05/16/2024
Good afternoon - Please be advised that Ms. ********* contacted our customer service department on May 11 and was advised that we are unable to find a transaction for $19.85 with that card number. In order to further my investigation, please have Ms. ********* provide a statement showing that the $19.85 was deducted from her account/card. This information will assist me greatly. I will await word from you. Thank you.
Sincerely - Christine B*****- Customer Advocate/Litigation Manager
Initial Complaint
05/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went to the Sheetz located at 439 Richmond st Painesville something they opened almost a year ago and when I got home the food was sloppily made, everything was drenched in grease it was so sickening nothing should be drenched in grease that when I squeeze it grease shouldn’t come out of the food. I contacted customer support and they went against my wishes and added someone I did not want which was a $27 ZCard I wanted my full money back not ta ZCard because I will not be visiting Sheetz for a long time after what I had experience Sunday April 28th.
Business response
05/03/2024
Dear *** ******:

I am in receipt of Mr. ******’s complaint regarding a food issue that occurred at one of our stores. In reviewing the matter, it does appear that Mr. ****** was given a gift card in the amount of $27. Mr. ****** emailed back indicating that he did not want the gift card and requested a refund. I apologize for the confusion. The gift card has been deactivated and a refund will be processed. Please advise Mr. ****** to allow a day for Sheetz to reverse the charge and 3-5 business days for the refund to appear on his statement.

I apologize for the inconvenience. Thank you.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager
Customer response
05/03/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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
03/29/2024
Complaint Type:
Customer Service Issues
Status:
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.
I went through the Sheetz in Carmichaels and the manager Matthew was not so nice from the first interaction at the drive thru window ! He was so sure he would have no consequences to his actions of being rude. I go to Sheetz once a day sometimes twice and this was the first time I had a manager be as rude as him like he didn’t like his job. Then I came home and lo and behold there was slimed spit on my food . I want a call and I will be calling the news. My card wouldn’t scan and he didn’t give me a receipt for my purchase.
Business response
04/03/2024
Dear Ms. ******:

Thank you for forwarding Ms. *****’s complaint regarding a manager who treated her poorly. I would like to do an investigation, to include viewing the surveillance since Ms. ***** claims to have found “slimed spit on her food”. Please have Ms. ***** provide a copy of her receipt or at a minimum, the date and time of her visit. Also, if Ms. ***** can provide photos of the food purchase, that too would be helpful.

Thank you again. I look forward to receiving the requested information.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager
Initial Complaint
03/26/2024
Complaint Type:
Customer Service Issues
Status:
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.
I order Sheetz almost every night unfortunately there is always an issue. I order and pay for my purchase and almost every single time there is at least one missing item. I call the store and am directed to contact the delivery service which in turn directs me to Sheetz customer service. Sheetz customer service now told me that an order I had on Sunday March 24, 2024 which includes seven missing items needs to be reviewed and I was given a ticket. Monday March 25, 2024 I placed and paid for my order, I was missing nine marinara sauces and two buckets of mozzarella sticks are undercooked and raw. Customer service again stated that this issue would have to be reviewed and someone would be in contact with me as the first ticket was rectified, I informed her it had not been, no call back, no email, nothing. The representative, Ginger said I would hear back within an hour and a half guaranteed...I'm still waiting! The next step is I am contacting my bank as I paid for two purchases that I did not receive completely yet, Sheetz received my money, completely.
Business response
03/26/2024
Dear Ms. ******:
Thank you for forwarding Ms. ******'s complaint. Please be advised that I have received Ms. ******'s complaint through Sheetz on 3/25 and reached out this morning, 3/26, prior to seeing this complaint from the BBB. It appears that Ms. ****** has several issues with Sheetz and I would like the opportunity to talk to her about fixing the issues, if possible.
With respect to the promise of a return call within 1 1/2 hours, I will pull the recording to review and if needed, will talk to the customer service representative that made that promise. These calls are forwarded to me and the customer service representatives know that my turnaround is 12-48 hours.
I will reach out to Ms. ****** again this afternoon to discuss her issues.
Thank you - Christine B***** - Customer Advocate/Litigation Manager
Customer response
03/26/2024
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.

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

Regards,

******** ******
Initial Complaint
03/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order at sheetz store #165 on 03/16/2024 at 12:20 am my order number was ********, the buns had mold on them so I threw them into the trash. I sent a complaint on sheetz website the same day and I have yet heard back from them. please look into this. I really wish something else was open after I get done with work to get food, I've had so many problems with this store. Thank you, *** *******
Business response
03/26/2024
Dear Ms. ******:

Thank you for forwarding Mr. *******'s complaint. I have investigated the matter and found that Mr. ******* has had many issues with Sheetz food in the past. Please be advised that I am going to reach out to Mr. ******* to have a discussion. I want to see if there is anything we can do to fix his issues.
Thank you - Christine B***** - Customer Advocate/Litigation Manager
Customer response
03/28/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

Better Business Bureau:
I am working 12 sometimes 16hrs because of being short handed and when I am home I am sleeping, I am looking to have the items replaced. If they want they can mail me,
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
03/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered 4 subs from the sheetz location on edwin miller blvd. in martinsburg, wv 25404. I ordered from the screen in the store. I ordered 2 chicken tender and 2 steak and cheese subs plain just meat and cheese. When I got the subs home they had all sorts of toppings on them, I would like my food remade at a later date. I sent my complaint through sheetz. com over a week ago and no one got back to me.
Business response
03/22/2024
Dear Ms. ******:
I am writing in follow-up to Mr. ****'s complaint regarding his most recent food order. I am always disappointed when customers tell us of a bad experience they've had at Sheetz. I want to make this right. May i please get Mr. ****'s mailing address? I want to to mail him coupons to use in the future to make up for this order, and a couple more for the inconvenience. I am so sorry for the mistake and hope that Mr. **** will continue to be a loyal and valued Sheetz customer.
I will await word from you for further instructions. Thank you.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager
Customer response
03/22/2024
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.

*** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
Please add the coupons to my sheetz card like they did before when they messed up my order. That is more convenient for me. My sheetz card # is **** **** **** ****

Regards,

**** ****
Business response
03/26/2024
Good morning - As a courtesy, I will add three (3) MTO coupons onto Mr. ****'s MSC. Should he have any issues in the future, Mr. **** can contact us directly, as he pointed out, he has done in the past. Thank you.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager

Customer response
03/26/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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,

**** ****

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary