ComplaintsforGiant Eagle Inc

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Giant Eagle (GE) makes up the rules as they go when it comes to paying with a Grocery/OTC card. On 6/30/2024 I made a purchase at the Howe Ave. store. One of the e-coupons did not come off my total. I immediately went to the customer service desk. She checked myperks account to ensure the coupon had been clipped and that I had purchased the proper item which I had. She then looks at the receipt and realize I paid with an OTC card. So here we go again! She tells me the only thing I can do is purchase something else and they'll take the $1.50 off of that purchase. Of course, my answer was no. I was done shopping, and this was clearly Giant Eagle's error. I'm trying to save money, not spend more. I inform her that she can simply refund it back to the card. She says she's not allowed to do that. I then suggest a gift card. She says no, the only option is to purchase something else. I ask for a manager and he is no help either. Something very common with this store. Taking your issue a level up is more like taking it a level down. I've called the card issuer to ensure a refund can be done. They told me absolutely! “I don't know why they are telling you it can't be done.” GE is not following their own policy and appear to not be following their contractual agreement. I either want my $1.50 refunded back to my OTC card or I can return the item and you can refund it per your refund policy which clearly states a “Cash refund will be given on items under $5” and “Items over $5: Will receive a refund in the same form as payment was made.” ******************************************** GE policy does not state any type of exclusions for payment with OTC cards and until it does, my form of payment should be treated like any other form of payment. If the staff continues to lie about not being able to refund to what is essentially a debit card, and not follow GE's refund policy I will look into disputing the transaction and may consult a lawyer about their discriminatory behavior.

  Business response

  07/08/2024

  July 8, 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
  transaction with her OTC card. We have contacted the consumer directly to address her
  complaint.
  If you have any questions, please feel free to contact me.
  Very truly yours,
  Giant Eagle

  Customer response

  07/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ***

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Giant Eagle "My perks" program. My perks available were $87 cash and 58% off groceries, When I checked out, my options were use your $87 cash OR redeem 20% of groceries, I choose to use the $87 cash. When I checked my new balance instead of reducing the 58% by 20%, it wiped out the entire 58%. I have called their customer service on other flaws with this program and never got a response!

  Business response

  07/02/2024

  July 2, 2024
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  *** ********* *** ********
  
  This letter is in response to the complaint submitted by *** ***** ***** regarding the MyPerks
  program. We contacted this consumer directly to address this matter.
  If you have any questions, please feel free to contact me.
  Very truly you

  Customer response

  07/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Used Giant Eagle to send wire transfer to West Penn Power viva Western Union and the person who worked that day sent the wrong account number to Western Union, she wasn't sure how to do it and won't take help from another woman. West Penn never got the payment and Western Union won't return my money and call Giant Eagle Corporation and got the same answer, there person made the mistake now I'm going to have to pay the twice. They make the mistake I want my money back

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

*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. ↩