ComplaintsforGiant Eagle Inc

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Initial Complaint
06/21/2024
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.
On 6/15/24, I purchased a Draft Kings gift card from my local Giant Eagle store in Ohio. Upon attempting to redeem the gift card, I discovered that Draft Kings does not accept gift cards in the state of Ohio. I contacted Draft Kings directly to seek assistance and their customer service representatives were unable to provide a satisfactory solution to my problem as they told me Ohio was not one of the states that accepted the gift cards. Realizing that Draft Kings may not be directly responsible for the sale of their gift cards in a state where they are not accepted, I decided to visit the Giant Eagle store from which I made the purchase. To my dismay, the store was unable to assist me in person, but instead advised me to contact corporate as they would be able to make an exception and refund my money. Following their guidance, I reached out to Giant Eagle's corporate customer service department. Regrettably, the response I received was disheartening and unsatisfactory. I was informed that, as a third-party gift card, Giant Eagle could not provide a refund or any form of compensation for this misleading purchase. I must express my utmost dissatisfaction with the lack of support and empathy provided by Giant Eagle throughout this entire ordeal. It is deeply disappointing to me that such a reputable company would sell gift cards in a state where they are not accepted, thereby misleading customers like myself. This practice not only reflects poorly on their business, but it also exhibits a disregard for the well-being and satisfaction of their valued customers. I would appreciate a prompt response to this complaint, outlining the actions that Giant Eagle intends to take to address this issue. I remain hopeful that the company will strive to uphold its reputation by providing the necessary support and rectifying this matter promptly. Thank you for your attention to this matter.
Business response
07/02/2024
July 1, 2024
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
RE: Complaint ID: ********

This letter is in response to the complaint submitted by *** ******* ***** regarding a request
for a refund of Draft King gift cards. We contacted our card service vendor who has approved a
refund for the gift card purchased, and we are crediting the consumer directly.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
06/05/2024
Complaint Type:
Product 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 was prescribed meds by the doctor to help with root canal pain and infection. and was given bad meds from a giant eagle called amoxicillin. it just exploded on its own, I took three of the pills and got the worst headache up to this day
Business response
06/07/2024
This is a follow up letter in response to a patient’s concern expressed on 06/06/2024 regarding a recent
pharmacy interaction.
We at Giant Eagle strive to provide best in class customer service to all patients. Regarding *** ******* concern
that the medication she received on 5/20/2024 ‘exploded on its own’ and ‘got the worst headache ever’, *** ***** notified the pharmacy on 5/31/2024, 11 days after being picked up, and was asked to being back the
tablets in order for a pharmacist to inspect the tablets and open a case with the manufacturer. *** *****
brought the tablet in but refused to allow the pharmacist to send the tablets to the manufacturer and replace the
remaining tablets. The medication dispensed to *** ***** does have ‘headache’ listed as a documented adverse
reaction (side-effect).
*** ******* provider, on 5/31/2024, sent a new prescription for a different medication. The claim that the tablets
‘exploded on their own’ is unsubstantiated and the tablets, in the professional opinion of the pharmacist, were
potentially exposed to high temperatures after the medication was in the patient’s possession based on the
appearance and color of the remaining tablets.
Regarding *** ******* desired settlement of ‘make it right’, Giant Eagle offered to replace the remaining tablets,
open a case and send the remaining medication to the manufacturer in which *** ***** refused.

Sincerely,

Christopher M****** PharmD
Director, Pharmacy Quality, Compliance and Preparedness
Giant Eagle, Inc.
************ *********************************
Customer response
06/14/2024
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..
I would state I reject this response because the FDA told me to send the medicine to them. Secondly, this is the first time this happened to me and I keep all my medicine in a med organizer. I have over 7 meds and none of the other medicine exploded but this one and I keep all my meds together to make it look like I did this is totally wrong. Just admit this was a bad batch of medicine and I told you that these exploded meds gave me an extremely bad headache and I went to urgent care

Regards,

********* ******
Initial Complaint
06/01/2024
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 have been speaking with a pharmacy tech and pharmacist at the local Giant Eagle located on Doral Drive and they stated that my secondary insurance which is Humana and my primary which is anthem blue blue shield was not covering my injectable GLP 1 RA , semaglutide . However the pharmacy teach states that it could be filled with my cards for $35 ? They yelled at me and the male pharmacist kept stating loudly through the pharmacy drive thru way they won’t cover it !! Medicaid won’t cover it This was very rude , belittling and embarrassing to specially since I am on mental disability from being subjected to racial discrimination at work and nothing to do with my issue to pay . Furthermore , I attempted to talk to 2 young Caucasian females who presented themselves as the general managers in charge even though both of them were rude , condescending and spoke nothing with any minimal type of good customer or phone etiquette
Business response
06/04/2024
June 4, 2024
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* ** ********

This is a follow up letter in response to a patient’s concern expressed on 06/01/2024 regarding a recent
pharmacy interaction.
We at Giant Eagle strive to provide best in class customer service to all patients. Regarding *** ******** concern
that the medication was not being covered by insurance, *** ******** secondary insurance was rejecting the
prescription as being too early for a refill, with the next available fill date on 6/9/2024. Further, the copay from
her primary insurance was $35. Due to an increase in dose, a pharmacist was able to communicate with the
secondary insurance and fill the prescription on 6/3/2024 for a $0 copay. *** ****** was notified by phone today
of the update regarding her prescription and given an apology for the confusion and miscommunication with her
previous interaction.
Sincerely,
Christopher M****** PharmD
Initial Complaint
05/31/2024
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 use UnitedHealthcare OTC benefits. I have the cashier scan the bar code in my app. This is acceptable practice according to the app. Jamestown Giant Eagle in Warren OH will no longer accept the app for scanning or allow me to use both of my benefit cards in one transaction. This is contrary to the program.
Business response
06/04/2024
RE: ********* ** ********

This letter is in response to the complaint submitted by *** ***** ******* concerning her OTC
benefits bar code being scanned in her app during her transactions. We apologize for her
experience and appreciate her taking the time to contact us about the situation.
We have sent *** ********* concern to the store and pharmacy leadership at our Jamestown
Giant Eagle for review. If she has further questions, she can reach out to our Customer Care
department at 1-800-553-2324.
We apologize for any inconvenience.
Very truly yours,
Giant Eagle,
Initial Complaint
05/24/2024
Complaint Type:
Sales and Advertising 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.
GE ad starting 5/23/24 states that Driscoll Sweetest Batch Blueberries are featured this week. I immediately went to several stores on 5/23 and 5/24 only to find no Driscoll Blueberries for purchase. A few other brands were on the shelf. The mgrs on site all said they only have what is on the shelf, and don’t ever know which brands they will receive. This is false advertisement and get people in the store only to be disappointed. If they know a certain brand is not available, don’t advertise. Very upset and disappointed with GE’s handling of their false ads
Business response
05/28/2024
Not exactly sure why this was sent here to a franchise store. This complaint would be better served sending it to corporate headquarters where the advertising and distribution headquarters are. The managers of these department are correct, they do not know which brands they will get when ordering product. Just know that these adds are set up months in advance. Even dealing with dry goods problems can arise, but dealing with perishables the problems that can arise are increased significantly. Everyone at the corporate offices and at store level do their best to provide all products, not only the advertised items. Trust me when I tell you it is to nobody's advantage to be out of any products, especially advertised items. We have been a franchise of Giant Eagle for over 30 years and I can vouch for their high integrity. Mistakes can certainly be made but I don't agree with the statement "GE's handling of their false adds".
Business response
06/05/2024
June 5, 2024
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* *** *********

This letter is in response to the complaint submitted by *** ***** *********** regarding a sale
on blueberries for the week of May 23, 2024. The advertised sale price for that week was “2 for
$6” and was for our conventional pints of blueberries and not specific to the Driscoll brand.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
05/11/2024
Complaint Type:
Billing 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 5/2/24 this happened. Giant Eagle made me pay the tax at the register on an item purchased and then also collected the tax from my Humana Benefits Card. See attached documents with their response.
Business response
05/16/2024
RE: ********* ** ********

This letter is in response to the complaint submitted by *** ****** ***** regarding his Humana
Visa Benefits Card.
We would like to thank *** ***** for bringing this issue to our attention. We have forwarded his
concern to the appropriate team to investigate the discrepancy, and also added a $5.00 credit to
his Giant Eagle Advantage card.
We apologize for any inconvenience.
Very truly yours,
Giant Eagle, Inc
Customer response
05/16/2024
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *****
Initial Complaint
05/07/2024
Complaint Type:
Product 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.
In March of 2024 I purchased pre-frozen meat labeled as "Pork Shoulder Boston Butt Roast" for $14.38. After thawing it, I found out it was not a roast but some kind of ground pork amalgamation. When I tried to go through the Giant Eagle website's customer feedback survey, I got a message saying this function was no longer available.
Business response
05/08/2024
May 8th, 2024
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* *** ********

This letter is in response to the complaint submitted by *** ****** ******* a recent purchase.
We apologize for this experience and advise *** ******* to call our Customer Care Department
at 1(800)553-2324 to report this incident.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
04/20/2024
Complaint Type:
Sales and Advertising 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 utilized the mobile market in the Manchester neighborhood today. Tj told me the Mangos were priced on his app as being 10/10. As I was checking out Sara came on the bus as I was explaining the price difference. Sara then proceeded to tell me shouldnt couldnt change the price but what she could do is take them off if I didn't want them. Her tone was condiscing and rude. There was another gentleman who encouraged her to make the changes. She started getting loud and making a big deal. Instead of me arguing I checked out and sat in the car and came back because I for got something but I also didn't like our encounter as I frequent there every weekend. When I explained the policy and it should have been free and the next item discounted she said "Make sure you bring bags next week". 4 mangod using Tj Calculations should have been $2.00. Using Giant Eagle policy the lesser price was $2.00and since under 25 free.
Business response
04/30/2024
April 30, 2024
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* *** ********
**** *** *****
This letter is in response to the complaint submitted by *** ****** ******** ******* regarding a
recent experience at our mobile market. Giant Eagle has contacted *** ******* directly to
address her concerns.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
04/17/2024
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.
For several months I have been trying to get Giant Eagle to delete my online account. I explained that I opened the account last summer in order to try the delivery service, but I was not happy with it. I have no reason to use the account now, and I don't wish to maintain and periodically change a password for an account I don't use. I also feel it is highly risky to let an unused account just sit. Since there is no option to delete the account myself, I have asked that they delete it. However this has resulted in jumping through many hoops. I sent emails and called customer service, only to repeatedly be told "they have no legal obligation to delete my account". I finally was told to a fill out a form, which I did, and they finally stated they would "honor my request" and delete my account within 7 business days. It has been 3 weeks and they still have not deleted it. I think I'm asking very little, and the request is very easy to complete, yet they continue to refuse and ignore me. I think this is very shady behavior and feels like they are holding my personal information hostage. I just want the account to be deleted, that's it.
Initial Complaint
04/05/2024
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.
On March 30, 2024, I purchased a $300 Giant Eagle store gift card at the Giant Eagle store located at 5550 Centre Ave Pittsburgh PA 15232. Upon attempting to verify the loaded amount at the store, I discovered that the gift card was not accepted by Giant Eagle. Despite bearing the Giant Eagle logo, the store informed me that the gift card could not be used for purchases. It became apparent that the gift card was misleadingly displayed alongside valid store gift cards, leading to my mistaken purchase. Despite my request for a refund at the store, I was denied. I am deeply disappointed by this deceptive practice and request a full refund of the amount paid for the unusable gift card. Attachments include my purchase receipt with the deceptive/scamming display at the store.
Business response
04/08/2024
RE: Complaint ID ********

This letter is in response to the complaint submitted by *** ****** **** regarding a The Best of
Pittsburgh Gift Card purchased at our Shadyside Market District.
The consumer purchased a Best of Pittsburgh gift card. The packaging included a web page on
the front of the packaging that the consumer could visit to view the list of businesses that
accepted the gift card. Giant Eagle gift cards are merchandised alongside hundreds of different
retailers. Unfortunately, all gift card sales are final. We apologize for any inconvenience.
Very truly yours,
Giant Eagle, Inc.
Customer response
04/09/2024
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.

I am rejecting the business response as it fails to acknowledge the store's responsibility in the matter outlined in the complaint. The packaging of the gift card in question is undeniably misleading, prominently featuring the Giant Eagle logo, a hallmark of Giant Eagle gift cards, which is not typical for other non-Giant Eagle gift cards. Furthermore, the placement of this misleadingly packaged gift card alongside genuine Giant Eagle gift cards on the rack undoubtedly contributed to my mistaken purchase.It's worth noting that following my complaint, the store altered the display of the gift card section, indicating a recognition of their error. Given these circumstances, I am requesting that the store rectify their mistake by providing a refund for the unused $300 gift card or offering an exchange for a Giant Eagle gift card of equal value.

Regards,

****** *****

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