Giant Eagle, Inc.

Giant Eagle, IncKappa Drive, RIDC Park • Pittsburgh, Pennsylvania • Phone *** • ***August 11,2016Ms*** *** *** ** *** *** *** *** *** *** *** *** ** ***RE: Complaint ID ***Mr*** ***Dear Ms***This letter is in
response to the complaint submitted to the Revdex.com by Mr*** *** about Giant Eagle’s pudding cakes.In researching Mr***’s complaint I spoke to MsYvonne W***, Vice President Deli and Bakery for Giant EagleMsW*** reported that the recipe for Pudding Cake has not changed in yearsThe cakes are made in the store and the bakers are not permitted to add ingredients or change the recipe in any way.We are sorry that Mr*** does not like the pudding cakes any longerEven though MsW*** confirmed that the recipe has not changed, she will send a bakery specialist to the *** *** store to check the pudding cakesI am enclosing a copy of my letter to Mr*** in response to his complaint.If you have any questions please feel free to contact me.Very truly yours,Katie R***Senior Paralegal

Revdex.com:
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
While the money has finally been refunded, August 25thThe original issue was on July 27thIt took nearly a month of yelling and phone calls and personal visits, and a Revdex.com complaint just to get this resolvedThe facts in your wriare not entirely accurate eitherYou wrote "we were given the correct card number for the problem card on August 12th", is a complete lieYour Giant Eagle Manager took an exact copy of my receipt with him that contained the proper card numberSo that has been with you since JulyInstead, I was told that I used the card and to contact *** ***Those were both your mistakes as wellThis situation was handled extremely poorly from the Giant Eagle staffI had $extra posted on my credit card balance, and things since the payment date was dueThis was already told to the Giant Eagle staff via the phone earlier in August, and in person to two store visitsMy wife and I had our first child in the span of time it took to get this refundSo that cause my delay in response times slightlyAnd for that, I'm sorry I had a child at an inconvenient time for Giant Eagle to blow up my phone with inaccurate information and crazy long hold times (sarcasm clearly)I'm pleased that the money has been returnedI'm not pleased however that the outcome took so very long, and mistakes were made with your group multiple times along the wayAlso, my family had to pay extra on balances from a credit card and was short a very large sum of money, when money was very important.
Regards,
*** ***

February 7, 2017Dear Ms***This letter is in response to the complaint submitted to the Revdex.com by Ms*** ***Ms*** is correctThe *** Road GetGo ran out of the Giant Eagle bottled water for the eadvantage offerI apologize for the inconvenience this causedI have made our Marketing Department aware of the issue.Attached please find a copy of my letter to Ms***.Very truly yours,Katie R***Senior Paralegal

April 10, 2017Ms*** *** Revdex.com Holiday Drive, Suite Pittsburgh, PA 15220RE: Revdex.com Complaint ***Dear Ms***:This letter is in response to the complaint Ms*** *** submitted to the Revdex.com about the Aliquippa Giant EagleIn order to
investigate Ms***’s complaint I spoke to MrGeorge M*** **., store operator of the Aliquippa Giant Eagle, and to MsChristina L***, Customer Care Agent for Giant EagleMsL*** called Ms*** and resolved the issues Ms.*** was having with her Giant Eagle Advantage CardMsL*** explained that the store had created a new account for Ms*** and issued her a new Giant Eagle Advantage card instead of issuing a replacement card for her old accountTherefore, there were accounts in Ms***'s nameMs, *** decided to keep the new account that had been created in FebruaryMsL*** then took the following steps:• She moved the fuelperks from Ms***’s old account to the new account and closed the old account;• She added Ms***’s husband to the new account;• She told Ms*** that she should link her new card with her bank account to receive the bonus rewards;• She updated Ms***’s online account with her new card number and enrolled her in eadvantage; and• She issued a $digital coupon onto Ms***’s new card.We believe the Advantage Card problem has been resolvedWith respect to Ms***’s complaint about customer service, MrMcGrady stated that when the system had not yet synched up with her new card, the front end coordinator would come to the register and over-ride the system and allow Ms***’s check to go throughThis should have only taken a few minutesI apologize for any embarrassment or frustration to Ms***We appreciate her business and her patience

Revdex.com:
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
From: ***Date: Fri, Aug 12, at 7:PMSubject: Giant Eagles anawerTo: ***
I have read the statement from Giant Eagle .MsYvonne W***She maybe the wrong person to present my complaint to as she is sadly poorly informed of the goings on at Giant Eagles bakery'sFirst, the Pudding Cakes are not made in the bakery dept at the storesThey are shipped inAlso the bakers them selves are upset with the recent change in the productsThey constantly are explaining that they have nothing to do with products and the labelingThey did ask me to call headquarters to complain as they are not allowed to complain

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
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
At this point I have been to different Western Union location and I still have yet to be asked the same questions that were asked to me in Giant Eagle, also I am confused on how you came to the conclusion that I was yelling when the manager came after the incidentIt seems like I am not valued as a customer and your response does not look as if Giant Eagle looks to resolve the issue
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

From: *** ***>Date: Fri, Jul 8, at 7:AMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #***.To: Revdex.com

I have reviewed the letter from Giant Eagle and find it unsatisfactory for reasons
I enclosed Giant Eagles own coupon policySpecifically where does it say that I cannot use one coupon per item in this type of situation? An organization that values its customers would find for the customer if their own policy is silent on the issue
The hostility we encountered during our visit was glossed over, and the fact that my attempts to get clarity via the GE website were ignored, was not even acknowledgedIf my attempts to contact GE were not ignored, then I wouldn't have felt the need to contact the Revdex.com
Revdex.com:
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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did in fact get 5 of the pick 5 items. One happened to be from another section of the story and it says on the packages they could be mixed and matched. Giant Eagle refused to honor it saying items need to be from the same area even though there was no mention of it anywhere at that time. Since then, they have put up signs but they are still not clear all items must be from the same group.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is partially satisfactory to me.  Although the restitution is sufficient, I must note that the text of the Giant Eagle response, however, I must note is fallacious. The letter asserts that the Giant Eagle staff correctly followed a policy of waiting 15 minutes before changing pump prices to reflect the newly posted price. Based on the timestamp of my call to their customer service line being placed at 6:26pm, I can conclusively assert that this is note the case. My location data from Google shows that I was at a restaurant about a mile a way at 6:15:46. This 10 minute maximum window is obviously further chipped away by the fact that I spent time driving, and that my call was placed only after discovering the issue, and speaking with the representative on site. Anecdotally, I can say that when I parked my car in line, the price advertised was 1.77.9, and that I only waited for one person who to fill up and pull away, suggesting a time frame of less than 3 minutes. On the phone, Mr. [redacted] spoke of a 2 minute delay as being Giant Eagle policy, rather than the 15 minute policy in their response letter. This 2 minute number seems more in line with what I observed, and in inadequate to protect customers from being lured by low prices, only to find a different price at the pump. The Giant Eagle response is financially satisfactory to me personally, but gives me no assurance that future customers won't have the exact same issue. Mr. [redacted] in particular appears to be lying, stating adherence to a different policies on my phone call vs. in the official response. On my phone call, he noted that he had reviewed video evidence. If this is the case, he should have already been fully aware that 15 minutes is a far larger window than was actually provided.
Regards,
Eric Fox

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your response., and the gift card. I will regard the gift card as payment for all the trips I made back and forth to the store to have mistakes made by your pharmacy corrected. As for your response....It was pretty much the same one I was given, when asking about the problems with the managers that I talked to with in the store. This time you did admit that the problems were indeed in your pharmacy due to your employees. My only concern now is that the customer should be notified about the "discount" cards being used in the pharmacy. I feel like it should be brought to the attention of the customer when these "cards" are being used, and be aware of the fact that these "cards " can cost you more than what they save. I will continue to shop at Giant Eagle, as I have never had any problems with the main store with exception of the pharmacy. I will however still be pulling all of my family's and my prescriptions from your pharmacy and have them filled else where due to the fact that there is no longer any trust in that area.  I'am not sure what has happened with the Pharmacy , with in the past year or so, but I wish you well in trying to straighten up all the mishaps that are happening in your department. You have three excellent employes in that are. They have been there long standing so I don't need to mention their names, but I do hope that you know who they are, and make sure to let them know how much they are appreciated.      Sincerly, [redacted]
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

July 6, 2016 Ms. [redacted] Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15229 RE:      Complaint ID [redacted] Dear Ms. [redacted]: This letter is in response to the complaint submitted to the Revdex.com by [redacted] in connection...

with a problem with a [redacted] gift card purchased at Giant Eagle. In researching Ms. [redacted]'s complaint I spoke to Mr. Richard C[redacted], Gift Card Gallery Coordinator for Giant Eagle. Mr. C[redacted] explained we do sometimes have issues with gift cards that have damaged or scratched off pin numbers which make the card unusable. Mr. C[redacted] confirmed that a credit in the amount of $200.00 was issued by Giant Eagle to Ms. [redacted]’s Credit Card on June 27, 2016 for reimbursement for the problem [redacted] Gift Card. Although it may have taken a few days for the credit to show on the customer’s credit card, we believe the issue has been resolved. I apologize for the frustration and inconvenience Ms. [redacted] experienced.          Very truly yours,          Katie R[redacted]          Senior Paralegal

April 4,2018Ms. [redacted] Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220RE: Complaint ID [redacted]Dear Ms. [redacted]:This letter is response to the complaint submitted by Ms. [redacted] about sushi she purchased at the Edgewood Giant Eagle. In order to investigate...

Ms. [redacted]’s complaint I spoke to Mr. Henry P[redacted], Manager, Senior Claims Administrator for Giant Eagle. Mr. P[redacted] explained that the sushi kiosk in the Edgewood store is not owned or operated by Giant Eagle. It is independently owned and operated by a sushi vendor. Mr. P[redacted] had forwarded Ms. [redacted]’s complaint to our contact person for the vendor, Mr. [redacted]. Mr. [redacted] reported that he called Ms. [redacted] 6 times since March 21, 2018 and has left messages but has not received contact from Ms. [redacted]. I have enclosed a copy of my letter to Ms. [redacted] for your reference.Katie R[redacted]Senior Paralegal enc.cc: J[redacted]

May 19, 2017Ms. [redacted]Revdex.com of Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA 15229RE: Complaint ID [redacted]Dear Ms. [redacted]Enclosed please find my letter to Ms. [redacted] in response to her request for receipts for the purchase of two (2) Macy's gift cards during the...

period from December 1, 2010 through December 31, 2011. These are the only Macy's gift cards that we could find that Ms. [redacted] purchased under her Advantage Card during that period.Very Truly Yours,  Katie R[redacted]Senior Paralegalenclosure

May 12, 2016 RE:     Ms. [redacted] ID [redacted] Dear Ms. [redacted]: This letter is in response to the complaint submitted by Ms. [redacted] to the Revdex.com. In investigating Ms. [redacted]’s complaint about damage to her car from the car wash I spoke to Mr. Joseph G[redacted] Claims Administrator...

for Giant Eagle. Mr. G[redacted] explained that there is signage clearly posted at all of our GetGo car washes stating that Giant Eagle is Not Responsible for Power Antennas (a copy of the posted warning is attached). Power antennas must be retracted by the customer (by turning off the radio) before entering the car wash. Ms. [redacted]’s claim was denied by Giant Eagle because the customer made the choice to ignore the posted signage and to enter the car wash without retracting the antenna. As Mr. [redacted] explained to Ms [redacted] during their conversation on May 10, 2016, Mr. [redacted] is willing to re-evaluate the claim if Ms. [redacted]'s mechanic contacts him and verifies that the antenna could not be retracted unless the car was turned off. Giant Eagle’s Human Resources Department investigated Ms. [redacted]’s complaint that her daughter was yelled at and told not to turn in a claim form or to contact the Customer Care line. The Human Resources Business Partner for the store spoke to Ms. [redacted]’s daughter and to the store management and addressed Ms. [redacted]'s concern with both of them.           Very truly yours,           Katie R[redacted]           Senior Paralegal

May 4, 2017Ms. [redacted]Revdex.com400 Holiday Drive, Suite 200Pittsburgh, PA...

15220RE: Revdex.com Complaint, ID [redacted]Dear Ms. [redacted]:This letter is in response to the complaint submitted to the Revdex.com by Ms. [redacted] about a problem she had with a Cardpool Exchange Machine in the [redacted] Giant Eagle. In order to investigate Ms. [redacted] complaint I spoke to Mr. Richard D[redacted], Front End Manager for the [redacted] Giant Eagle and Ms. Erika E[redacted], Assistant Category Manager, Service Center for Giant Eagle. Mr. D[redacted] explained that he has directed customers to the [redacted] Giant Eagle because the Cardpool Exchange Machine at that store is new'er than the machine in the [redacted] store and will accept cards with round edges. Mr. D[redacted] was trying to be helpful. Ms. E[redacted] explained that Giant Eagle does not own the Cardpool Exchange Machine or the software. If a customer is having a problem with the machine, the customer should call the phone number posted on the machine. (That number is [redacted].) If Ms. [redacted]'s gift card is one that is accepted by Cardpool, their Customer Service department will be able to help. Not all gift cards are accepted by Cardpool.With respect to Ms. [redacted] desired settlement, gift cards are not returnable. This policy is posted in all of our stores. Mr. D[redacted] has authorized me to let Ms. [redacted] know he has put a Giant Eagle gift card for her in the Customer Service Area. Ms. [redacted] should stop in the store to pick it up. I apologize for any inconvenience we inadvertently caused.A copy of my letter to Ms. [redacted] is attached.Very truly yours, Katie R[redacted]Senior Paralegal

Giant Eagle, Inc. August 11, 2016 RE:      Complaint ID [redacted] Mr. [redacted] Dear Ms. [redacted] This letter is in response to the complaint submitted to the Revdex.com by Mr. [redacted] in connection with a problem with a [redacted] gift card purchased at Giant Eagle. In researching Mr. [redacted]’s complaint I spoke to Mr. Richard C[redacted] Gift Card Gallery Coordinator and Ms. Tracy H[redacted], Manager, Gift Cards and Technology for Giant Eagle. Mr. C[redacted] explained that several things can make a card unusable. The card may have been swiped using the magnetic strip or the pin number could have been accidentally damaged or scratched off or it could have been clerk error. When I contacted Mr. C[redacted] he stated Customer Care had already been working on resolving Mr. [redacted]'s case with our third party gift card vendor. On August 3, 2016 Mr. C[redacted] received verification from our 3rd party gift card vendor that Mr. [redacted]’s card had been redeemed. They cannot provide redemption details to us but it is our understanding that Mr. [redacted]’s card was successfully activated and the issue is resolved.Ms. H[redacted] explained that we try to resolve all gift card issues as quickly as possible but it may take approximately 7-10 days because we have to work with our third party gift card vendor and the issuing retailer. I am enclosing a copy of my letter to Mr. [redacted].