ComplaintsforSheetz

• Initial Complaint

  03/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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,
  
  **** ****

• Initial Complaint

  03/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the car wash at the store on Freedom Road in Cranberry. The card reader was not working. I tried another card. It also wouldn't process. Finally, a lady came out from inside and got the car wash to work. It charged one card 3 times and the other once. It has been a really pain resolving with the credit cards. It's been over a month and unacceptable.

  Business response

  03/22/2024

  Dear Ms. ****** :

  I am writing in follow-up to Ms. *********'s complaint.  Please be advised that in order to assist the customer, i will need a copy of both bank statements, as well as the last four of the credit cards that were used.  Upon receipt, i will be able to look up the transactions.  

  Thank you so much for your assistance.  I will await further instruction from you.

  Sincerely - Christine B***** - Customer Advocate/Litigation Manager

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was over charged on my card by $20.00 and the cashier did not refund me my money back after I was told by her she was going to and after talking to the manager she would not help me with this problem all I want is my money back

  Business response

  03/22/2024

  Dear M*. ******:
  
  I am writing in follow-up to Mr. ***** complaint.  Mr. ***** did contact Sheetz and we wrote him back on March 15 at 6:07 a.m. for the last four digits of his credit card.  We have not heard back from Mr. *****. 
  
  I am happy to assist Mr. *****, however, I need the last four digits of the credit card that Mr. ***** used on March 9. 
  
  I look forward to hearing from you in the near future.  

  Sincerely - Christine B***** - Customer Advocate/Litigation Manager

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction: 3/11 at 3:27 AM EST Paid for gas with a debit card and the pump charged me the same amount twice. there is no hold for the gas, as both debits already posted and were deducted from my bank account. Called the merchant (Sheetz) at their corporate location on 3/12 at 5:00 pm EST to try and receive a refund for the double charge. they stated they didn't have a duplicate charge and there was nothing they would do. The bank told us the same thing. If the merchant refused to provide a refund, the bank couldnt help us. The image is of the bank line items that clearly show there was a duplicate payment.

  Business response

  03/13/2024

  Dear *** ******:
  
              I am writing in follow-up to Mr. *****’s complaint wherein he indicated that he was charged twice on his credit card for fuel purchased on March 11 at one of our stores located in Bristow, Virginia.  In reviewing Mr. *****’s transaction, Sheetz, Inc. only received one payment in the amount of $35.01. 
  
              I would ask Mr. ***** to contact his bank to ensure that the transaction only went through once.  If he still has an issue, he can contact me directly at 814-626-8236.  I am happy to further assist him if necessary.  Thank you very much.  

  Sincerely - Christine B*****  - Customer Advocate/Litigation Manager

   

  Customer response

  03/13/2024

  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 called my bank after receiving this message and they confirmed that both charges went through on March 11th.  One charge was posted at 3:16 am and the other at 3:27 am.  The refund request was denied from the bank as this is not fraud but a double charge from the merchant.  I sent the duplicate charge from the bank statement.  You can clearly see the double charge.  Not sure why its not showing in your system, but my bank confirmed the duplicate charge.  perhaps you can only see the hold charge on your system, but the back end of Sheetz's payment vendor isnt my concern.  My concern is getting a refund for the 35.01
  
  Regards,
  
  ******* *****

  Business response

  03/14/2024

  Good morning.  I appreciate Mr. *****’s quick response.  Since we are showing that the transaction only processed once, please have Mr. ***** forward a copy of his bank statement. Otherwise, Mr. ***** can reach out to his bank and dispute the second charge.  I look forward to hearing from you.  

  Sincerely - Christine B***** - Customer Advocate/Litigation Manager

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, March 4, 2024 I placed a order thru Sheetz Mobile app for delivery. Never took delivery fee off even though I redeemed promotion, anyhow, good was done at 8:28, I picked my food up at 9:28 over an hour, and it went from on the way, to delivered, to pending in that order. No mention on how to resolve delivery issues o get a refund on fees. Total BS.

  Business response

  03/05/2024

  Dear *** ******:
  
  I am writing in follow-up to ******’s complaint about the delivery fee, as well as the amount of time for the order to be delivered.  There are times when it does take a bit longer for an order to be prepared and/or delivered.  Sometimes it is Sheetz having an influx of orders and there are times when Doordash, the company that handles Sheetz deliveries, gets delayed with the number of deliveries the driver may have to make. 
  
  I do apologize for the inconvenience.  As a courtesy, I am going to mail a $25 gift card to make up for the delivery fee and the wait.  Should ****** have an issue in the future, I would suggest a phone call to the Sheetz Customer Service at 800-487-5444.  ****** did reach out to Sheetz on March 4 but we did not have an opportunity to respond because I had received this complaint in the meantime. 
  
  I hope this correspondence has been responsive.  We appreciate ****** and hope ****** will continue to be a loyal Sheetz customer.

  Sincerely - Christine B***** - Customer Advocate/Litigation Manager

• Initial Complaint

  03/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction: 3/2/2024 This is the second incident of Sheetz making a pre-authorization charge of $150 to my debt card and no fuel was dispensed. The issue I have why is there a pre-authorization at the pump and no fuel being dispensed? Secondly, this pre-authorization remains for at least three days before being removed from the debt account. I contacted Sheetz and was informed it's a bank issue, I contacted the bank and was informed the pre-authorization is a Sheetz issue. Obliviously, someone in not telling the truth. I want clarification from Sheetz why there is a pre-authorization, and no fuel is dispensed. I asked for a receipt from the manager, but he was unable to provide one since there was no sale.

  Business response

  03/03/2024

  Dear *** ******:

  May I please get a copy of the bank statement that shows the hold?  I would like to see too the transactions before and after so I can determine why a hold would have been placed on the account without a fuel purchase.  Additionally, I would need to know the last four of his card, along with the store where the transaction occurred.  I would like to investigate as to why this is occurring to Mr. *********s account.  

  Thank you for your assistance withthis matter.

  Sincerely - Christine B***** - Customer Advocate/Litigation Manager

  Customer response

  03/05/2024

  I do not feel comfortable providing the last four digits of my card. 

   

  I asked for a receipt from the manager on the morning in question and he was unable to provide said receipt. 

  Business response

  03/27/2024

  Good morning - 

  There is no way to research this transaction without requested information.  I want to help, but unfortunately I cannot pull any transactions without the last four digits of the card used.  I am not asking for the entire credit card number.  

  Thank you - Christine B***** - Customer Advocate/Litigation Manager

   

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order from sheetz store #165 all the time after my shift at midnights, I have trouble with my orders all the time to food not cooked all the way through or over cooked to where the bun is rock hard, food is missing etc. I live 30 mins away I am not going back to the store. I've called many times and nothing gets done, I contacted the company directly sometimes they replace the problem. Sometimes they are understaffed or the rush even though they are not busy. if something else was open at that time I would go there.. also there customer service is not the greatest. thank you, *** ******* 

  Business response

  02/21/2024

  Dear *** ******:
  
  I am writing in follow-up to Mr. *******’s complaint.  I apologize for Mr. *******’s issues.  It appears that Mr. ******* contacts our office regularly with issues.  He is correct in that we always follow-up with the store to remedy the issue.  It is always unfortunate when we hear that our customers are not satisfied.  Though we always compensate Mr. ******* with coupons, I am sure this is quite inconvenient for him. 
  
  I am going to reach out to the store and discuss his issue.  We would like to keep Mr. ******* as a valued customer.  I am hopeful that we will be able to make Mr. ******* happy so that he does not have to stop  using Sheetz. 
  
  As a courtesy, I will mail Mr. ******* coupons that can be used at any Sheetz location.  I hope this correspondence has been responsive.  If you have any questions, please contact me. 
  
  Sincerely – Christine B***** – Customer Advocate/Litigation Manager

  Customer response

  02/22/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  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. ↩