Giant Eagle, Inc.

July 6, 2015RE: Mr. [redacted], Complaint [redacted]Dear Ms. [redacted]This letter is in response to the complaint submitted by Mr. [redacted] about the pharmacy in the [redacted] Giant Eagle. In investigating Mr. [redacted] complaint I spoke to Mr.Joseph [redacted], Senior Manager, Quality and...

Compliance, and HIPAA privacy officer for Giant Eagle. Mr. [redacted] researched Mr. [redacted] complaint and stated that Mr. [redacted] prescription should have been ready for pick up at 6:00 PM. The pick-up time for the prescription was inadvertently marked 7:00 PM instead of 6:00 PM. We apologize for not having the prescription ready on time and for not explaining to Mr. [redacted] why the prescription was not ready when he came to the pharmacy.Mr. [redacted] stated that no HIPAA violation occurred when the technician gave the prescription back to Mr. [redacted]. The technician was given sufficient indicia in his conversation with Mr. [redacted] to prove that Mr. [redacted] was the correct customer. Mr. [redacted] explained that all pharmacy team members are trained on HIPAA regulations and are acutely aware of protecting our customers’ private health information. We understand Mr. [redacted] concern and we take his complaint seriously. The Team Leader at the pharmacy will review HIPAA training with all of the pharmacy team members in the store.I am sending Mr. [redacted] a Giant Eagle gift card to apologize for not having his prescription ready on time. I have attached a copy of the letter that I am sending to Mr. [redacted].Please feel free to contact me if you have any questions.Very truly yoursKatie [redacted] Senior Paralegal EnclosureEnclosurecc: [redacted] (with enc.)[redacted] (with enc.)                                                                                                                                                                                                     Joseph [redacted], R.Ph. (with enc.)

Dear Ms. [redacted]:This letter is in response to the complaint submitted by Ms. [redacted] in connection not receiving $10 off with her purchase of 10 bags of frozen vegetables on March 11, 2018.In order to investigate Ms. [redacted]'s complaint I spoke to Mr. Tony H[redacted], Senior Director of Frozen and...

Dairy. Mr. H[redacted] explained that not all Birds Eye Frozen Vegetables were included in the Buy 10/Save $10 promotion. He stated the price point was $2.99 and the participating items were marked with shelf tags in the stores. I reviewed Ms. [redacted]’s receipt and believe that 2 of the bags of Birds Eyes frozen vegetables Ms. [redacted] purchased were not part of the promotion. Nevertheless, Mr. H[redacted] authorized me to send a gift card to Ms. [redacted]. I have enclosed a copy of my letter to Ms. [redacted].Very Truly Yours, Katie R[redacted]Senior Paralegal[redacted]
[redacted]

RE:      Ms. [redacted], ID [redacted]This letter is in follow up to the response submitted to your office by Ms. [redacted] regarding the motorized carts at the [redacted] Giant Eagle. I am enclosing a copy of the letter and gift card that I am sending to Ms. [redacted] with respect to her complaint. We appreciate that Ms. [redacted] brought her concerns to our attention and apologize for any misunderstanding of events. We do however want to make it clear that the motorized carts are for the use of the customers while shopping in the Giant Eagle store only. Customers are not permitted to remove the motorized carts from the store premises. I also want to reiterate that if Ms. [redacted] wants to discuss this matter any further she should contact Mr. [redacted] of the Giant Eagle Loss Prevention Department at ###-###-####. Thank you.

April 11,2017Ms. [redacted] Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220RE: Revdex.com Complaint [redacted]Dear Ms. [redacted]:This letter is in response to the complaint submitted to the Revdex.com by Mr. [redacted]s. I have attached a copy of the Giant Eagle....

Advantage Card© Check Cashing Policy for your reference.I have highlighted the sections that state: in order to cash a personal check or a payroll or government check the customer must have a Giant Eagle Advantage Card with personal (or payroll or government) check cashing privileges.We checked the Giant Eagle Advantage Card database using the address, phone number and email that Mr. [redacted]s provided in his complaint but we were not able to locate him in our system. There are other [redacted]s in our system but none of the information matches the information provided by Mr. [redacted]s. This may mean Mr. [redacted]s does not have a Giant Eagle Advantage Card or it could mean he has moved and not updated the information in our system.Therrefore, in order to investigate Mr. [redacted]s* complaint further, I will need to know the following: 1) if he has a Giant Eagle Advantage Card (and the card number); 2) at which Giant Eagle store he had a problem cashing his check; and 3) whether he wanted to cash a personal, payroll or government check.Thank you.Sincerely yours,Katie R[redacted] Senior Paralegal

September 1, 2016 [redacted] Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15229 RE:      Complaint ID [redacted] - Follow-up Mr. [redacted] Dear Ms. [redacted] This letter is in response to the follow-up complaint submitted to the Revdex.com by Mr. [redacted] in connection with a problem with a [redacted] gift card purchased at Giant Eagle. I spoke to Ms. Tracy H[redacted] Manager, Gift Cards and Technology for Giant Eagle. Ms H[redacted] investigated and stated that when we were originally told there was a problem with a gift card we were given the wrong number for the problem gift card. We were given the correct card number for the problem card on August 12, 2016. We resubmitted the refund request and it came back as approved on August 15, 2016. Customer Care began trying to reach Mr. [redacted] and left messages for him on August 15, 2016, August 16, 2016 and August 17, 2016. Mr. [redacted] contacted us on August 22, 2016 and Customer Care advised him that the refund was approved and his credit card has been credited. Ms. H[redacted] explained that once we had the correct card number we were able to obtain an answer in 3 days. We are sorry for any confusion and delay. We believe the issue has now been resolved.

December 21, 2015 RE:      Complaint ID [redacted] Dear Ms. [redacted]: This letter is in response to the complaint submitted to the Revdex.com by Ms. [redacted] in connection with a problem with a [redacted] gift card purchased at Giant Eagle. In researching Ms. [redacted] s...

complaint I spoke to Ms. Jennifer W[redacted] in Giant Eagle Card Services. Ms. W[redacted] explained that Giant Eagle submitted Ms. [redacted] s case to our gift card vendor on November 23, 2015, the date that Ms. [redacted] first contacted Customer Care about the problem. Giant Eagle cannot issue a refund until the vendor investigates and until we receive approval from the vendor. Giant Eagle received approval on December 10, 2015 and we issued a refund to Ms. [redacted]s Mastercard that day. The problem was resolved as quickly as possible. It is our understanding it is taking longer for the vendor to investigate and resolve problems due to the large volume of gift cards that are purchased at this time of year. I apologize to Ms. [redacted] for the frustration and inconvenience this caused her and for the length of time it took to resolve the problem.Very truly yours,Katie R[redacted]Senior Paralegal

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:Thank you for the info you provided, one of the transactions is a match for one if the gift cards (12/20/10).  I didn't want to "reject" your response, but I would like some additional assistance in trying to resolve this. If there wasn't a transaction on my gift card for the one purchased in December 2011, it may have been scanned using my father's or my husband's Advantage Card. Can you please search 12/20/2011 for Advantage Cards for my father [redacted]) and my husband [redacted]).Thank you in advance!
Regards,
[redacted]

November 17, 2017Ms. [redacted] Revdex.com 400 Holiday Drive, Suite 200 Pittsburgh, PA 15220RE:BetterBusiness Bureau 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 redeeming an eCoupon for Downy dryer sheets. In order to investigate Ms. [redacted]'s complaint I spoke to Ms. Christina L[redacted], Customer Care Representative for Giant Eagle. Ms. L[redacted] explained that both the Downy Liquid and the Downy dryer sheets were included in the S2.00 eCoupon offer. Ms. [redacted] should have received S2 off when she purchased Downy dryer sheets. Ms. L[redacted] stated there was a glitch and only the Downy Liquid rang up the eCoupon discount. The glitch was corrected as quickly as possible when we were made aware of the issue.Ms. L[redacted] applied $5.00 to Ms. [redacted]'s Giant Eagle Advantage Card today and she left a voice message on Ms. [redacted]'s phone explaining what happened. I believe Ms. [redacted]'s concern has been resolved. I apologize for the inconvenience and frustration that Ms. [redacted] experienced.Very Truly Yours, Katie R[redacted]Senior Paralegal

January 13, 2016 Ms. [redacted] Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15229 RE:     Ms. [redacted] - Complaint ID [redacted]  Dear Ms. [redacted]:  This letter is in response to the complaint submitted by Ms. [redacted] about the Giant Eagle...

pharmacy. In investigating Ms. [redacted]'s complaint I spoke to Mr. David W[redacted], Pharmacy Team Leader at the [redacted] Pharmacy. Mr. W[redacted] reviewed Ms. [redacted]’s records and stated that Ms. [redacted]'s insurance would only cover 45 tablets and therefore the pharmacy filled 45 tablets. Mr. W[redacted] stated Ms. [redacted]'s insurance would not cover 60 tablets even though the prescription was written for 60 tablets. This was an insurance limitation not a limitation by Giant Eagle. Mr. W[redacted] noted that previously Ms. [redacted] had received 60 tablets however, if there was a change in insurance, that could be the reason there was a limit. Ms. [redacted] stated in her complaint she had a new insurance card. I apologize for the prescription not being ready on time and for the frustration this caused Ms. Few. The pharmacy makes every effort to fill all prescriptions on time. The [redacted] pharmacy is an extremely busy location and would have been even busier over the holidays. I also apologize because no one explained the insurance limitation to Ms. [redacted] at the store. I am attaching a copy of the letter that I am sending to Ms. [redacted].Very truly yours,Katie R[redacted]Senior ParalegalEnclosure

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.
Giant Eagle customer service representative named...

Rick (###-###-####) admitted to making yet another mistake in the attempt to help and fix the situation. It has been determined that the card number Giant Eagle is referring to was the replacement I bought for the one that was malfunctioned. Clearly, I had a feeling that such a terrible situation would arise, I decided to buy a new one since the gift card was extremely time sensitive. Here were are now 20 days removed from its original occurrence, we have another mistake made by Giant Eagle, and still no resolution. The problem is NOT solved in any way at this point, and $1000.00 of mine is still NOT refunded. 
Regards,
[redacted]

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.
The answer is not acceptable because, they are a representative selling a product for [redacted]. They have a responsibility when they sell merchandise or promote a company by selling their name and/or services.  I never left the store, I have receipts to show that this was all done within two to six minutes from when I went back to the clerk to when I repurchased the [redacted] cards. I contacted my credit card company and all transactions were 'pending' and they could have cancelled the transaction but they did not.  Again in my opinion they are representing by selling and posting a company's product or merchandise, in this case a gift card...and if they cannot deal with the company, they should NOT be selling their products. I believe they have a responsibility to refund my monies.  Since again it was within two to six minutes, not hours, not days, not weeks.....but minutes.
Regards,
[redacted]

June 21,2016 RE:     Revdex.com Complaint, ID [redacted] Mr. [redacted] Dear Ms. [redacted] This letter is in response to the complaint Mr. [redacted]l submitted to your office. In order to investigate Mr. [redacted]s complaint I contacted Ms. Christina L[redacted], Care...

Representative for Giant Eagle. Ms. L[redacted] determined that Mr. [redacted] had 2 separate Giant Eagle Advantage Card accounts: a joint account with [redacted]; a single account in Mr. [redacted] name. Ms. [redacted] contacted Mr. [redacted] and gave him the Advantage Card numbers for both accounts. Mr. [redacted]s son had a card for the single account, and was using the account and redeeming the Fuelperks associated with the account. Mr. [redacted] decided to close the single account and reported to Ms. L[redacted] that he would cancel his complaint with the Revdex.com. There was no wrong doing by Giant Eagle. We believe that Mr. [redacted]s complaint has been resolved. Sincerely yours,Katie R[redacted]Senior Paralegal

Revdex.com:
I have reached alternative solution with the Business, please remove my complaint against Giant Eagle, I have no further concern or complaint against Giant Eagle
Regards,
[redacted]

December 22, 2015Dear Ms. [redacted]:This letter is in response to the complaint submitted to the Revdex.com by Mr.[redacted] in connection with a pair of pants that were lost at the dry cleaner in the [redacted] Giant Eagle.In researching Mr. [redacted] complaint I spoke with Mr. David...

E[redacted], Store Leader for the [redacted] Giant Eagle. Mr. E[redacted] stated that we worked with our 3rd party dry cleaner but they were not able to locate Mr. [redacted] pants. We agreed to pay the cost of replacing the pants which Mr. [redacted] accepted. Mr. [redacted] brought in a receipt and he was reimbursed for the cost of the pants. The store provided Mr. [redacted] with a $25 Giant Eagle Gift Card to thank him for his patience. We believe the issue has been resolved.Please note, Mr. E[redacted] stated the problem was not handled properly in the beginning. We apologize for the inconvenience and frustration this caused Mr. [redacted].If you have any questions please feel free to contact me.Very truly yours,Katie R[redacted]Senior Paralegal

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter. I have not recieved a phone call from anyone concerning resolving my complaint if Revdex.com check my records they would find that I have been calling daily concerning this matter no one has tried to contact me I have caller id no called me back as for the parralegal they are lying concerning tring to contact me lets  be proffessional about the situation I just called customer service today corncerning not recieving a call back I was told they would call me back again no call back then I also contact Revdex.com to ask have they heard from giant eagle I havent recieved a call back as far as the manager greg he lied  he never told me that I couldnt take the buggy off the lot in which I never did the onl;y time I spoke to [redacted] was when I complained about the harrassement I recieved as far as me taking the buggy to the bus stop upon talking to the lady with the glasses an with the waves she was the one that accused me of taking the buggy off the lot I would like to see the evidents that I took the buggy off the lot thats just a flat out lie I was told by the young man who was taking my buggy that as long as im on the lot its ok to use the buggy long as I was on the lot now heres the trick ive asked the man who harrassed me an took my buggy that it was alright to go to the bus stop which is on the lot too he told me its was alrighy so did the so called manager with the waves in her hair an glasses this young man harrassed me why all the lies I wonder if this [redacted] person is related to this person that harrassed me by taking my buggy because he has told a bunch of lies from the beginning only thing [redacted] told me was that he would talk to [redacted] if thats this person real name I will seek legal advice
Regards,
[redacted]

December 15, 2016Ms[redacted] Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15229RE: Complaint ID [redacted]Dear Ms. [redacted]This letter is in response to the complaint submitted to the Revdex.com by Mr. [redacted]Mr. [redacted] was concerned that a credit card...

transaction for the purchase of groceries and 2 packages of Starbucks' gift cards went through without his signature. In researching Mr. [redacted]'s complaint 1 spoke to Ms. Suzanne S[redacted] Front End Team Leader at the [redacted] Giant Eagle and Ms. Tracey H[redacted], Manager, Gift Cards and Technology for Giant Eagle. Ms. S[redacted] explained that the cashier attempted to cancel Mr. [redacted]'s transaction but the transaction was in progess and she was unable to cancel. Ms. H[redacted] had her team review the record of the transaction. Ms. H[redacted] believes the cashier may have inadvertently bypassed the signature when she tried to cancel the transaction.Once gift cards are purchased the purchase cannot be reversed by Giant Eagle. We have to submit the request to our third party gift card vendor. The vendor investigates the request and decides whether a credit should be issued. Please note, Mr. [redacted]'s credit card has been credited in the amount of $200.00 for the Starbucks' gift cards and the gift cards have been inactivated. We believe the matter is resolved. We apologize for any inconvenience to Mr. [redacted].Katle R[redacted] Senior Paralegalcc: [redacted]

August 26, 2016RE: Revdex.com Complaint ID [redacted]Mr. [redacted]Dear Ms. [redacted]This letter is in response to the complaint...

submitted by Mr. [redacted] to the Revdex.com regarding fuelperks!® he earned at the [redacted] GetGo but had not received. As Mr. [redacted] stated in his letter: 1) his Advantage Card was not scanned by the cashier at the time of his purchase on July 10, 2016; and 2) there was a delay by the store in applying the fuelperks!Mr. [redacted] earned on that day to his account. I spoke to Ms. Christina L[redacted] Customer Care representative in Giant Eagle’s Customer Care Department. Ms. L[redacted] checked Mr. [redacted]’s purchase history and found that Mr. [redacted]’s account was credited on August 4, 2016 for the purchases he made on July 10th. Ms. L[redacted] contacted Mr. [redacted] on August 11, 2016 and let him know that the adjustment had been made to his account by the store and that his complaint had been resolved.We believe Mr. [redacted]’s receipt was inadvertently misplaced at the store and therefore there was a delay in applying the fuelperks! to his account. I apologize for the delay and for the problems that Mr. [redacted] experienced trying to get this corrected. I contacted the Store Leader and made her aware of the incident and of Mr. [redacted]’s complaint. I am enclosing a copy of my letter to Mr. [redacted].

This letter is in response to the complaint submitted to the Revdex.com by Ms. [redacted]. In investigating Ms. [redacted]'s complaint I spoke to Mr. [redacted], Store Leader for the [redacted] store and to Mr. [redacted], Front End Senior Team Leader for the store. Mr....

[redacted] explained that Ms. [redacted] was not being over charged for pop. Pop was on special: 3 packs for $ 13.00. Although, it is not marked on the sign, pop is a taxable item. Therefore, the price of the pop is equal to $13.00 plus sales tax in the amount of $0.91 for atotal of $13.91. Taxes differ from state to state and item to item and we do not place a tax point on our signage.  With respect to Ms. [redacted]s complaint about her interaction with a Team Member in Customer Service I apologize for any problem or misunderstanding. Although neither Mr. [redacted] nor Mr. [redacted] witnessed the interaction between Ms. [redacted] and the Team Member both men stated, in their experience, the Team Member does not use profanity or yell at customers. Mr. [redacted] is very willing to talk to Ms. [redacted] and left a voice message for her asking her to contact him if she would like to talk about her complaint. A copy of the letter I am sending to Ms. [redacted] is attached. Please contact me if you have any questions.

September 16, 2015Ms. [redacted] RE: Revdex.com Complaint ID [redacted]Dear Ms. [redacted]:This letter is in response to the complaint Ms. [redacted] submitted to the Revdex.com about the Pick 5 program at Giant Eagle. In order to investigate Ms. [redacted]’s complaint, I reviewed her receipt...

from September 2, 2015 and found that only 4 of the 5 Meat items that she purchased that day were considered Pick 5 items. Not all items in the meat department are part of the Pick 5 program. Items that are covered under Pick 5 will have a PICK 5 sticker on the packages and are usually grouped in one area of the department. I spoke to Mr. Mark P[redacted] from our Meat Department and he explained that Sugardale (Not cooked)12 ounce Bacon is part of the Pick 5 program. He also explained that sometimes a non-Pick 5 item will be left in the Pick 5 case when a customer decides to purchase the Pick 5 item instead. Store personnel monitor the cases on a regular basis and are responsible for making sure only Pick 5 items are in the case. However, a non-Pick 5 item can easily get into the case.I am sorry that no one explained the program more clearly to Ms. [redacted]. This could have and should have been addressed at the store. I am enclosing a copy of the letter I am sending to Ms. [redacted].Very truly yours,Katie R[redacted]Senior Paralegal

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.
Regards,
[redacted]