Business Profile

Grocery Store

Giant Eagle Inc

Headquarters

Complaints

This profile includes complaints for Giant Eagle Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

145 total complaints in the last 3 years.
56 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/23/2022
Type:Billing 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 am having a problem because my bank did not pay the gas fee I received from the Getgo gas station on two separate days. I am held responsible for events that are completely beyond my knowledge and control, and I am asked to pay a penalty fee. Even though I submitted the necessary information and the letters I received from the bank, only half of the penalty fee was deleted. The department (https://www.checkredi.com) acting on behalf of Getgo, which could not collect its payment on time, did not notify me of the debt and did not give it in due time. I was sent an email asking me to pay directly with a penalty. For this reason, I am faced with an unfair demand and attitude. I paid the gas fees, but I don't want to pay the penalty fee because I don't find it fair. Reference number LEX1800657 Thank you. Since my English is not enough, I wrote it with a translation program.
Business Response
Date: 12/01/2022
December 1, 2022
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* *** ********

This letter is in response to the complaint submitted by ***** ********* *egarding fuel
purchases made through the AdvantagePay program. Our investigation confirms that the
consumer had two rejections and returns for fuel purchases and per the terms and conditions of
the AdvantagePay program, the fees were assessed and applied correctly.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Customer Answer
Date: 12/06/2022
[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.

I got a message from the business and the problem was solved. I found out that my account was reactivated and today I started buying gas from Getgo again. I have written and tried to explain my rightfulness many times before, but they did not listen to me. Thank you very much to the BBB team. Your presence gives people confidence.

Regards,
***** *********
Initial Complaint
Date:11/21/2022
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.
Hello: My complaint is about Giant Eagles lack of transparency. The perks promotional program "feels" like an attempt at deception to increase sales. As a veteran on ON 11/10 i searched on google for veterans sales and specials and found your ad. On 11/11 around 1:20pm I went to giant eagle get-go in front of the 22150 Center ridge store location. I asked the gentleman working at the counter, about the fuel perks 3X for 11/11 he was not aware and sent me to the stores customer service desk. On 11/11 around 1:35pm i asked the customer service representative at the register, She also was NOT aware of the perks program/ but the lady behind her (felt like a supervisor) assisted me and confirmed that there was a 3x perks today 11/11 but it would take several days to see the extra perks on my account, as i purchased the Lowes and home depot gift cards. On 11/17 i did not see my perks account update; i stopped at giant eagle store and asked at the customer service desk, she advised me to call the ************ customer care line. on 11/18 around 5:50pm i called ************. the gentlemen was unprofessional told me that home depot and Lowes was not part of the 3X perks special for 11/11 - then hung up on me. Giant eagle employees should be trained to be "accurate" and " informed" when conveying information about "your" policies & programs with customers. it shouldn't take a customer speaking with 3 employees to find one that knows about YOUR companies perks program. Your ad that drew me to your store for gift cards IS NOT transparent to let the customer know Lowes and Home depot are NOT included in your 3X perks on 11/11. Furthermore - "your" employee was unable to give me "Accurate" information, how am i as a customer supposed to obtain accurate information about your promotions? i want my perks as promised by your employee, that represents you. I suggest in the future be Transparent with your customers "Make it EASY" to understand your polices, specials and programs.
Business Response
Date: 12/01/2022
December 1, 2022
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ********* *** ********

This letter is in response to the complaint submitted by Mr. ****** ********** regarding our
myPerks program. *** ********** is currently enrolled in our fuelperks+ program, which was
not eligible for the 3x Perks promotion. *** ********** received the correct perks for the gift
card purchase under the fuelperks+ program. The 3x Perks is a promotional offer for our new
myPerks program, which our guests can enroll in at the store, online at
www.gianteagle.com/myPerks or by calling out customer care department at ***************
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Customer Answer
Date: 12/02/2022
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.]

The business has provided a generic template letter , that DOES NOT address my question or concern at all.
The FTC act Lanham act were created to protect customers...

1- The reason i have gone to the Better business bureau is because I asked 3 employees "BEFORE" i purchased the gift cards. 2 of the employees were not familiar with the perks program and could not help, they both guided me to another employee to assist. The 3rd employee was confident (it felt like they were a supervisor) i was advised the gift cards were covered & the 3rd employee also advised me that giant eagle runs perks specials monthly. BEFORE i purchased the gift cards i was advised that the gift cards were included - but it would take several days to see the perks credit on my account. (this is all on store cameras to prove my interactions happened)

It is insulting to send me a template letter without taking ANY ownership of your employees or the lack of transparency with your promotional specials; and telling me a different answer AFTER i purchased the gift cards based on your companies representation (your employee represents Giant Eagle). It should not be so DIFFICULT and evasive to find out what cards are included in your specials , transparency is required ...If your employees cannot give me accurate guidance how is the customer supposed to know? That feels deceptive !!!!! if i didn't ask several employees prior i would accept your reply.. There was NO clear transparent signage with details around the promotion, if there was noticeable signage i would not have had to ask 3 employees.

2- I repeat - If giant eagle employees cant give me information on your perks program , or gives me inaccurate information. HOW do customers know which gift cards apply for a promotion. this feels like deception . There is CLEAR way to know before i purchase the gift card. and i have been told you cannot return the gift card after you purchase them. what a trap for the customer

3. Giant eagle needs to "make it easy" to do business - and be Transparent on its sales and promotions and uphold what YOIR employees convey to its customers

If i did NOT ask 3 of the stores employees prior to the purchase i would drop this dispute, at what point is giant eagle liable for its employees and its lack of transparency - check your cameras i spoke to your employees and used there guidance for my purchase.

Regards,

****** **********
Business Response
Date: 12/05/2022
Thank you for the follow up. The consumer can visit https://www.gianteagle.deals/myperks/switch, which provides a charted comparison of the fuelperks, myperks, and myperks pro benefits. Additionally, the ad in the consumers complaint specifically states that Pro customers receive Xtra Perk days. Thank you.
Customer Answer
Date: 12/06/2022
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 understand Giant eagles standing. if the customer is confused with all the perks and promotions and asks 3 employees for clarification, that is NOT giant eagles responsibility. the message is loud and clear. Giant eagle has created different fuel perks programs and has NOT trained its staff to assist customers properly. Giant eagle doesn't CARE that there employees cannot provide HONEST ACCURATE information on its Own perk programs; then giant eagle is sarcastic by sending the customer a link to its programs.. There 3 employees should of done that when i asked about the promotion . NOT after my purchase !!!! - again giant eagle is Refusing to address my concern - I asked 3 employees; because - i as a customer was confused about the the promotion. I am not ashamed to admit i was confused and had to ask your employees, what you should be ashamed of - is YOUR own employees got it wrong... what a great way to treat veterans of our country>>>> This is unacceptable - DO NOT respond with more links or about your perks program.. MY question from the start - was when i asked 3 of your employees and relied on there guidance YOU TAKE no responsibility.. I already admitted i was NOT sure about your promotion and had to ask someone (3 people to be exact! ) you keep ignoring my actual complaint ! DISGUSTING !!!!

Regards,

****** **********
Initial Complaint
Date:11/19/2022
Type:Sales and Advertising 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 ordered groceries online using the giant eagle app for delivery from Washington square location in canton Ohio. I use snap ebt to cover the groceries and my credit card to cover the delivery fee and non grocery items. They charged my card and additional $18 and when I called to question why the rep said it was because of the balance on the Ebt. I explained there is over $300 remaining on the Ebt that should’ve covered the food substitutes. She then changed her story and all substitutes get charged on the credit card which is ridiculous. So then I asked her the prices for the substitutes which still left almost a $4 difference. I asked her to explain what the extra $4 charge was for and she said she didn’t know because it wasn’t for taxes or fees we had already calculated that. It is illegal to steal and that’s what happened. They stole money from me that I didn’t authorize and gave me no explanation as to why. If they are doing this to other people a few dollars at a time adds up. I’m extremely upset and I’m going to find other ways to pursue this legally. Also the receipt they emailed didn’t show what I was actually charged on my credit card. I had to check my bank balance to see the true amount. Very shady.
Business Response
Date: 11/29/2022
November 29, 2022
Better Business Bureau
520 E Man Street, Suite 100
Carnegie, PA 15106
*** ********* *** ********

This letter is in response to the complaint submitted by *** ******** ******** regarding
charges for a delivery order. When a curbside order is placed, consumers are notified that
additional items and substitutions are charged to the secondary form of payment entered during
the checkout process. The original order was placed for $230.04. When accounting for
additional items and approved substitutions, the order total increased to $247.76. The additional
$17.72 was charged to the consumer’s secondary form of payment. A review of the transaction
details confirmed that all items were charged correctly.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Customer Answer
Date: 11/30/2022
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.in

I have attached proof that they charged me $38 and not $17 like they claim in the response. This is unacceptable and not only are they thieves but liars as well and made no attempts to rectify the situation. What is my next step?

Regards,

******** ********
Business Response
Date: 12/09/2022
We investigated this matter further and determined that the correct charges were applied for this purchase. The original amount authorized for SNAP benefits was $209.40 and was unable to be increased after the final total was calculated. Once the final total was calculated, the secondary credit card was charged $38.36 and included the following items:

$3.32 – Increase to SNAP eligible items for adjusted weights and substitutions
$9.95 – delivery fee
$5.00 – tip
$1.13 – taxes
$3.69 – plates (ineligible for SNAP benefits)
$3.69 – bowls (ineligible for SNAP benefits)
$4.79 – Sargento String Cheese (added after the original order)
$6.79 – Nestle Chocolate Chip Cookie (added after the original order)

We apologize for any confusion related to this purchase, however, all items were charged correctly. Thank you.
Initial Complaint
Date:10/16/2022
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.
I arrived to pick up my groceries via curbside at Giant Eagle 7000 Oxford Drive Bethel Park, PA. When I called, the woman on the line seemed upset and annoyed that I showed up to get my groceries. She said, “can you move your car from your parking spot to spot number 2? It has been crazy you have no idea.” She said it in a way that made it seem like I was the problem. My response was “Okay…?” When someone came to my car, they confirmed my name “********* Then didn’t say anything else at all. I said thank you and they said nothing back. I was nothing but polite so I don’t understand why I received this treatment.
Business Response
Date: 10/17/2022
August 5, 2022
Better Business Bureau
520 E Man Street, Suite 100
Carnegie, PA 15106
*** ********* *** ******** **** *** *****
This letter is in response to the complaint submitted by *** ******* ********* regarding her
experience with a recent curbside order. We would like to apologize for the consumer’s recent
experience at the store. Her concerns were sent to the store curbside team for coaching and
improvement.
If you have any questions, please feel free to contact me.
Very truly yours,
Giant Eagle
Initial Complaint
Date:10/15/2022
Type:Billing 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.
On August 20, 2022, I shopped at the Giant Eagle in Austintown, Ohio and wrote a check for $136.28. I have been shopping there for at least 30 years and write checks every week. I noticed two weeks later that the check was not processed. The next day I received a letter form a debt collection agency stating that I owed them the money for never paying the check. I called my bank (Huntington), and they said the check was never sent through for processing and that there was always sufficient funds to cover the check. I have never been turned over to a debt collector before! I called the debt collection agency and they said it had nothing to do with them, to call Giant Eagle. I called Giant Eagle customer service and they said too bad, that's what they do. I spoke to someone at my local Giant Eagle and was told that this is on my account as a bounced check and I will not be permitted to write checks there any more. I was stunned!
Business Response
Date: 10/18/2022
This letter is in response to the complaint submitted by *** ******** **** to the Better
Business Bureau regarding her experience at the Austintown Giant Eagle located at 5220
Mahoning Avenue Youngstown, OH 44515.

In August, our Finance team was alerted of an issue with a third party payment processor. The
issue has since been rectified. We apologize for any inconvenience.

Very truly yours,
Giant Eagle
Claims Department
Customer Answer
Date: 10/19/2022
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.] In their response, Giant Eagle representative stated, "In August, our Finance team was alerted of an issue with a third party payment processor. The issue has since been rectified. We apologize for any inconvenience." However, in August, once they were made aware of the issue, I was turned over to a collection agency and as recently as October 15th, I was told that my checks would not be accepted at Giant Eagle due to what they claimed were insufficient funds. They may have resolved the issue they were having but made no attempt to rectify the damage they did to their customers. I find this response to be as disinterested as the response I got from their customer service when I tried to resolve the issue with them in September, which is even more disturbing since they already knew they had a problem and yet blamed me when I called them to resolve the issue.

Regards,

******** ****
Business Response
Date: 10/20/2022
Thank you for the information. We sincerely apologize for this unfortunate incident. We will send the consumer a gift card for their inconvenience. Thank you.
Customer Answer
Date: 10/25/2022
[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. Although we haven't heard anything from Giant Eagle at this point, I imagine they plan on honoring what they said. On our end, the situation was only resolved by us paying the debt collection agency and then Giant Eagle removed the statement that we had a bad check from our account (not because they already knew it was due to an issue with a third party vendor who handled payments for them). We have since requested that our "Advantage" account be closed and we will shop at Aldi's, even though we have been Giant Eagle customers for more than 30 years.

Regards,

******** ****
Initial Complaint
Date:09/29/2022
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.
My elderly mother ***** ******** who has been living in Solon, oh and shopping at the giant eagle market district for over 20 years received severe food poisoning from this location at the hot food bar. She bought lobster bisque, and that’s all she ate that day, she vomited for several hours until she passed out on the bathroom floor! I complained about it the very next day and they promised to call her and they never did! I think it’s awful that this company cares so little for its long time customers and never followed up!
Business Response
Date: 10/05/2022
We reached out directly to the consumer today to resolve. Thank you.
Initial Complaint
Date:09/25/2022
Type:Sales and Advertising 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.
9/25/2022 I went to the giant eagle on frankstown rd to buy a $37 Petsmart gift card bought they had none in stock so I bought one thru their app around 12:15 pm. I’ve only made 1 previous gift card purchase for $25 at Petsmart so I was sure this $37 card would go thru and it took so many attempts to get this to go thru. If this was fraud it would be someone buying a $100 visa gift card or some major purchase not a $37 gift card from the same exact retailer the previous card was purchased for. I get targeted in Pittsburgh, im the reason giant eagle ended their delivery using ebt, and I believe my account was flagged to stop me from being able to make this purchase because it was a major cat litter sale and immediately everything was starting to sell out. I will NEVER IN MY LIFE use the giant eagle online e-gift card service, the only reason why I started was to get the extra my perks but this was no way worth. I promise on my life if the gift card isn’t in store then giant eagle doesn’t see the money, it goes directly to the retailer. This was the nightmare of a lifetime!!! I could have placed my order last night but I waited till this morning to go thru a local business and I almost missed the whole sale! You can see that because at the bottom of my Petsmart receipt it says this item is not available for reorder because EVERY FRESH STEP CAT LITTER was sold out. I cannot repeat enough the lesson I have learned NEVER AGAIN!
Business Response
Date: 09/25/2022
Can the consumer clarify what their concern is? Thank you.
Customer Answer
Date: 09/26/2022
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. You want me to clarify my concern? Your the one who needs to be concerned! How nice everything was going I was buying Uber and Petsmart gift cards thru your retailer, so every time I would buy necessities from Petsmart GIANT EAGLE WOULD SEE THE MONEY FIRST, I don’t have a car so every time I take an Uber GIANT EAGLE WOULD GET PAID FIRST. I’m MOST IRATE because it was 15% off cat litter at petsmart. I wanted to order it the night before but specifically so I could gain so myperks I waited to the morning for the store to open, and then when I found out the store had none I had to order the gift card online. So I’m already low on time, the whole stock of cat litter at the store was quickly being depleted. THIS MADE ME SO ANGRY I SWEAT TO GOD I WILL NEVER ORDER ANOTHER E-GIFT CARD FROM GIANT EAGLE!!! I just bought a $25 petsmart gift card exactly 2 weeks ago, now I’m ordering a $37 petsmart gift card, not a $100 Visa card, and my account gets flagged for review! I get so p**sed off re-living this story, I had to call over and over and over. First the agent said wait 30 mins, then I wait still nothing so I called back saying just cancel it so I can buy the cat litter and he says ok I’m canceling it. Then calls me back saying it just got approved and then I’m still had to wait another 30 mins for the gift card. I love my cat ****, he is my everything & b/c he’s over 14 years old I want him to go out with only the best, and because of this I had no choice but to buy a 38 lb cat litter because all the 42 lb cat litter that were the exact same price. So my cat goes without an extra 4 lbs of cat litter. Never any other online gift card again, now my furbaby goes without!

Regards,

**** *****
Business Response
Date: 10/27/2022
We would like to apologize to the consumer for her experience. We will work with our stores and gift card department for coaching opportunities. Thank you.
Initial Complaint
Date:09/12/2022
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.
I was at your Biddulph Road location in Cleveland Ohio last Sunday 9/4/2022 and I had a transaction for $340.00- when the cashier was completely done ringing my items she asked me if I was going to pay with a “food card” which was incredibly unusual as I’ve only ever been asked “cash or credit” I surely didn’t hear her ask the gentleman in front of me if he was paying with a food card whenever she was completing his transaction so I asked her do I look like someone who is paying with a food card? No I’m paying 200$ cash and putting the rest on my credit card because I don’t get assistance, never have in my entire life and I have never felt more discriminated against then in that moment. She makes a incredibly insulting assumption based on the fact that apparently to your employee I look like someone who is paying with my large mixed food and non food items with a food card? 340$ order that I spend atleast twice a month for the past 10 years and not once was I ever questioned or basically stereo typically judged and asked if I was simply paying with anything other than cash or credit , I would love to know how your employees choose which customers their going to pick out to ask if they are going to pay with a food card??? Because it’s unacceptable and a complete smack in the face considering the thousands of dollars I spend at this company yearly.
Business Response
Date: 09/13/2022
RE: Complaint ID ********

This letter is in response to the complaint submitted by *** ******** ****** to the Better
Business Bureau regarding her experience at the Biddulph Plaza Giant Eagle located at 6300
Biddulph Road Brooklyn, OH 44144.
In researching *** ******* complaint, the management team at the Biddulph Plaza location
advised that depending on the consumer’s form of payment, a paper bag fee may apply.
Consumers paying with forms of government-funded food purchase assistance will be exempt
from the paper bag fee. We apologize for any inconvenience.
Very truly yours,
Giant Eagle
Claims Department
Initial Complaint
Date:08/28/2022
Type:Customer Service 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.
Giant eagle on broad street, Johnstown Pennsylvania 15906 the service desk was closed on August 28, 2022 unacceptable!!!!!
Business Response
Date: 08/29/2022
This letter is in response to the complaint submitted by *** ***** ****** to the Better
Business Bureau regarding her experience at the Broad Street Giant Eagle located at 1233 Broad
Street Johnstown, PA 15906.

In researching *** ******** complaint, the management team at the Broad Street location
advised that the Customer Service Desk was closed momentarily while a Team Member was
performing job tasks outside of the customer service area. We apologize for any inconvenience.

Very truly yours,
Giant Eagle
Claims Department
Initial Complaint
Date:08/20/2022
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.
My name is *** ***** and I would like to inform you of the unprofessional behavior from a cashier, I experienced at Giant Eagle on August 18, 2022, approximately 9:42 am, I went to purchase some items at the Giant Eagle Supermarket, located in Monroeville, Pennsylvania. I went to put my items on the conveyor belt which included lettuce which was tied up in a plastic bag. I had turned my head when Dorothy B. (cashier), tore open the bag that had the lettuce in it and pulled it out. I asked her what she was doing okay and why she went into the bag that was tied up. I said this is nasty where she touches money, cash, coins, credit cards from other customers and as the COVID virus is increasing, I would not take this product and put it in my mouth. She became very angry with me and said she had to weigh it and that is what they do at this market. I said that is incorrect. I have never experienced where a cashier would open my produce, even if it is two type of lettuce in the bags. I told her if she needed to weigh it, tell me first what she needed to do and I would have opened the bag, seperated the lettuce where she could have weighed it. She became angry and threw the bag to the side and said forget it. At that point, I told her I will not argue with her and told her I will see the manager. I then spoke with Mindy, (Senior team leader) of the store. I told her what happened and she was not concerned about what happened. She had agreed with her and said yeah, she had to weigh it. There is nothing more she can do. I told her the cashier was rude and the way it was handled was very professional. She made a smirk and said what is the point because everyone touches that lettuce. I said it could have been handled a different way. She said she would talk to her. I then placed a call to the customer care center at Giant Eagle where I spoke with Amy. She could not give an answer to why the cashier tore open the bag. I would like an answer to how this would be handled.
Business Response
Date: 08/22/2022
August 22, 2022
Better Business Bureau
520 E Main Street, Suite 100
Carnegie, PA 15106
RE: C******** ** ********

This letter is in response to the complaint submitted by Ms. *** ***** to the Better Business
Bureau regarding her experience at the Monroeville Giant Eagle located at 4010 Monroeville
Boulevard Monroeville, PA 15146.
In researching *** ********* complaint, the management team at the Monroeville location
advised that they have spoken to the appropriate Team Member involved in this incident. We
apologize for any inconvenience.

Very truly yours,
Giant Eagle
Claims Department

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