Giant Eagle, Inc.

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. 
Regards,
[redacted]

Review: Giant Eagle is advertising a product that they discontinued and substitute with a different product. They no longer make Pudding Cakes. Yet advertise Pudding Cake and actually are selling a horrible cake mix instead.Desired Settlement: Correct the problem. Either start making the Pudding Cakes or stop calling and advertising cake as pudding cake. Offer refund to all people that have bought the fake cake with an apology printed in the paper.

Business

Response:

Giant Eagle, Inc.101 Kappa Drive, RIDC Park • Pittsburgh, Pennsylvania 15238 • Phone [redacted] • [redacted]August 11,2016Ms. [redacted]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] about Giant Eagle’s pudding cakes.In researching Mr. [redacted]’s complaint I spoke to Ms. Yvonne W[redacted], Vice President Deli and Bakery for Giant Eagle. Ms. W[redacted] reported that the recipe for Pudding Cake has not changed in 2 years. The 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. [redacted] does not like the pudding cakes any longer. Even though Ms. W[redacted] confirmed that the recipe has not changed, she will send a bakery specialist to the [redacted] store to check the pudding cakes. I am enclosing a copy of my letter to Mr. [redacted] in response to his complaint.If you have any questions please feel free to contact me.Very truly yours,Katie R[redacted]Senior Paralegal

Review: With my advantage card, I've complied $.20 worth of fuel perks. The most recent purchase was on 6/11/2016 at the Giant Eagle in [redacted]. I went to redeem the fuel perks on 06/13/2016 and the [redacted] Getgo. Upon scanning my Advantage card at the pump, the pump screen informed me that I had no fuel perks available. I then called Giant Eagle's customer cr and was informed that the fuel preks were redeemed at their Getgo location in [redacted] township on 06/12/2016. I have never been to the Getgo in [redacted] township and have not redeemed my fuel perks prior to attempting to redeem them at [redacted] cross roads.

This is the third time my fuel perks have been stolen. Giant Eagles' lack of security or incompetence has repeatedly contributed to this problem and therefore constitutes a breach of contract. I have lived up to my end of the agreement by making the necessary purchases to qualify for the fuel perks. Giant Eagle needs to have a secure system in place so I can redeem them. Giant eagle needs to address this issue. One can only wonder what other security leaks and electronic thefts occur involving customer records? This isn't about the amount of money involved. But each time someone steals from them, I pay a higher price for my groceries to cover their losses. I am also filing a complaint with the Pennsylvania Attorney Generals office.Desired Settlement: I want someone, not a clerk, manager, or supervisor, but a corporate officer to contact me regarding this problem and explain how they intend to stop and correct the problem and to find and prosecute the individual(s) stealing from them and me.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have spoken with a representative of Giant Eagle and I believe the problem has been solved.

Regards,

Review: I shopped at giant eagle on 04/07/16 and wrote a check. It was electronically taken out of my bank account on 04/11/16 but then they sent the actual check to the bank to get cashed a second time on 04/15/16. The amount of my groceries that day was $199.65. I contacted my bank and they disputed it with giant eagle and my bank gave me back my money. A week later I went to do my shopping again at giant eagle and they refused to take my check as payment stating that I owe them money from a check that my bank put dipute on. The next day I contacted the accounts dept at giant eagle and straightened things out stating this was not my fault that it was theirs and they needed to fix it. The person I spoke to said it would be fixed. I again then went shopping for groceries the following week and my check was accepted and so I thought things were fixed. I found out that wasn't the case. I received a phone call on 05/10/16 from a collection agency on behalf of giant eagle/market district about money that is owed to them. I contacted customer service at giant eagle ###-###-#### and talked to Theresa. She said she would place a complaint but I would have to talk to someone in accounts services. I was transferred to Maria and she looked up my account and said she didn't know why it was sent to collections. She said she would let her manager know. I did request a letter from them and asked to have the collection agency send a letter to me stating that this was no longer on my credit report and because my husbands name is on the checks they sent him to collections also. The way Maria spoke to me was like it wasn't a big deal and I honestly don't think that I will be receiving any letter. I feel they tried stealing from me and because of negligence on their part, my husband and I have a ding on our credit report for their mistakes. I am lucky that I had just enough in my account to cover that extra withdraw and that I didn't bounce any of my bills that I had just sent out. So they double withdrew money from my checking account, red flagged me in the giant eagle stores to not be able to write checks which was very embarrassing, sent me and my husband to collections for money they say we owed but actually they stole from me and then Maria at account services talked to me like it was no big deal.Desired Settlement: I want a letter from giant eagle and the collection agency they used stating that it was a mistake on their part and that we should have not been turned over to collection agency. Also, giant eagle has a policy in the store that states if they over charge for something then the customer gets double the money back. Curious since they overcharged me $199.65 if I will get double my money back.

Business

Response:

May 23, 2016RE: Revdex.com Complaint [redacted]Dear Ms. [redacted]:This letter is in response to the complaint Ms. [redacted] submitted to the Revdex.com. To investigate Ms. [redacted]’s complaint I spoke to Sharon J[redacted], Credit Coordinator for Giant Eagle. Ms. J[redacted] explained that Ms. [redacted]’s check was incorrectly submitted to her bank 2 times. This was a mistake by Giant Eagle and we apologize to Ms. [redacted]. We were unable to stop the collections agency from contacting Ms. [redacted] before it could be determined what had happened.We have addressed the issue with the store and have notified the collection agency to remove Ms. [redacted]’s check from their collections department. The collection agency confirmed that they removed Ms. [redacted]’s file and acknowledged they contacted Ms. [redacted] in error. Ms. J[redacted] stated that this will not have an effect on Ms. [redacted]’s credit report. We are sorry this happened and for the frustration this caused Ms. [redacted].I am attaching a copy of the letter I am sending to Ms. [redacted].Sincerely yours,Katie R[redacted]Senior Paralegal

Review: WENT THROUGH THE CAR WASH AND IT TORE OFF THE ANTENNA. THERE WERE FOREIGN OBJECTS SUCH AS ROCKS IN THE CLEANING SPONGES THAT BROKE THE WINDSHIELD IN TWO PLACES. THE CAR WAS NEW TO US BY TWO DAYS. THE FORMER OWNER HAS WRITTEN A STATEMENT THAT THE CRACKS WERE NOT THERE PRIOR TO OUR PURCHASE. MY DAUGHTER UNFORTUNATLY WORKS FOR THE COMPANY AND WAS YELLED AT AND THREATENED TO NOT TURN A CLAIM FORM IN OR TO EVER CALL THE CUSTOMER SERVICE LINE AGAIN. SHE WAS TOLD BY FELLOW EMPLOYEES THAT GIANT EAGLE WILL NEVER PAY FOR ANY CLAIMS FILED AGAINST THEM FOR DAMAGES IN THE CAR WASHDesired Settlement: REPLACEMENT COSTS FOR NEW WINDSHIELD AND ANTENNA. GIANT EAGLE HAS ACKNOWLEDGED THE DAMAGE BUT STATES ITS OUR FAULT. THE CAR WASH WAS STOPPED TO FIND THE ANTENNA AND THEN TURNED RIGHT BACK ON FOR MORE CARS TO GO THROUGH.

Business

Response:

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

Review: On July 27th, I went into the Giant Eagle in [redacted] OH. I purchased 3 gift cards for [redacted]. A $1000, $500, and $200. An or two later, I needed to use them for a purchase. I went to scratch off the back area of that card as directed on each. During that time, I found out that the $1000 card did NOT have any code or pin. Panicked over the result, I contacted [redacted] directly to check if I could still use it. The customer service representative said "no". They said it must be refunded and dealt with Giant Eagle and not them. I then contacted Giant Eagle who told me that I have to come in store to start the process. Later that day, I ran up to the Giant Eagle in [redacted] since it was closer and on my route at that time. After waiting in line for a while, it was my turn at the desk. The lady then told me that I had to go back to the Giant Eagle in [redacted]. It was late now and had been through a lot, so I didn't go until July 28th. On that afternoon, I entered the store. Went to customer service where yet again I waited a little while. When it was my turn, the lady was trying to get a hold of someone to help. After waiting all that time, she said there is nothing I can do today and I had to return tomorrow. Not satisfied, I was helped by a lady at checkout, who got the manager. He took down my information and everything. Then, he said that it was going to need to be dealt with on an even higher level potentially. He said he would contact me the next day. On July 29th, I received a call from someone there letting me know that they needed my Giant Eagle advantage information. I currently live with my parents, and share my mother’s card at this time. Once I explained that to them, they had to contact her. I’m assuming they did, but never even knew because no one there contacted me. My mother did let me know that she was called. The weekend came and passed. On Monday, August 1st, still hadn’t heard anything. I called the department to check. They told me ‘case is open’. I explained that this is a lot of money of mine and I need this done at the earliest possible moment. He said he can’t really predict the speed or process at all. I let him know that I am closing on a home and having a child any day, so this money is very crucial and extremely time sensitive. After not being contacted once since my original complaint in store the prior week, I called customer service again on Tuesday, August 2nd. Spoke with a lady that day who said nothing further has taken place that they are still waiting. I let her know that I have to pay my credit card off in a couple of days, which means that $1000 is on there. She said, there is nothing she can do and has no idea on the time. It is now Wednesday again and 7 days since this matter began. I’ve done nothing wrong, but tried to be a customer of this store. I’ve followed all the procedures as I’ve been told. To this point, no one has contacted me, no one has given me a time estimate, and $1000 of mine is stuck in limbo.Desired Settlement: 1. My money refunded immediately.

2. My gas money refunded from driving around to Giant Eagles.

3. A gift card to one or both stores of a fair amount for the trouble caused OR interest on $1000 for the time it takes for return.

4. An apology from someone in Giant Eagle corporate customer service and [redacted] Giant Eagle manager.

Consumer

Response:

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,

Review: Giant Eagle falsely advertises savings through their eOffers program, as even though I am following their steps to include this discount on my advantage card week after week I have to call customer service or return to the store to correct the problem. Additionally, they have a double your money back guarantee which employees at the customer service desk have failed to mention, but will honor it if you bring it up.Desired Settlement: I would like Giant Eagle to correct their errors and honor the savings that they advertise.

Business

Response:

October 14, 2016Ms. [redacted] Revdex.com of Western Pennsylvania 400 Holiday Drive, Suite 220 Pittsburgh, PA 15229RE: Ms. [redacted] - Complaint ID [redacted]Dear Ms. [redacted]This letter is in response to a complaint submitted to the Revdex.com by Ms. [redacted]. To investigate Ms. [redacted]'s complaint I spoke to Ms. Christina L[redacted] Customer Care Representative for Giant Eagle. Ms. L[redacted] explained that there can be redemption issues with eCoupons if the Universal Product Code (the '‘UPC’) is not loaded on the system completely or correctly. As Ms. [redacted] stated in her complaint, it is necessary to contact Customer Care in order to receive credit for a coupon that did not redeem. Giant Eagle will give the customer credit for the coupon directly to his or her Advantage Card when this happens.Another reason that an eCoupon will not redeem is when the wrong size or quantity of product is purchased.I spoke to Mr. Brian W[redacted], Grocery Team Leader for the Yorktown Giant Eagle and let him know that we received a complaint about the Service Desk Team Members not making customers aware of the double money back guarantee on Own Brands products. Mr. W[redacted] stated he will review the policy with the Service Desk Team Members and remind them to make customers aware of the policy when appropriate.I have enclosed a copy of my letter to Ms. [redacted] for your reference.Very truly yoursKatie R[redacted] Senior Paralegal

Review: On July 10, 2016 I made a purchase of $261.92 at GetGo location 3202 located at [redacted]. GetGo is a subsidiary of Giant Eagle and maintains a customer loyalty program know and “FuelPerks”. The purchase that I made should have qualified me for at least $0.70 in fuel perks and although I was holding my FuelPerks card in my hand the cashier neglected to scan it. I called this to her attention and was told the store manager would “call it in” the next day. A week later my account was still not credited so I went back and spoke with a manager named Gina. She again took the information and again assured me the info would be “called in” the next day as the customer service department does not operate on Sunday. My account was still not credited. On July 26, 2016 I sent a letter to the Giant Eagle customer service department expressing my concerns and asking for my credit a third time. Giant Eagle never responded to my letter and I never received the requested credit.Desired Settlement: Credit to my Giant Eagle Fuel Perks of at least $0.70 earned.

Consumer

Response:

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,

Business

Response:

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].

Review: 6/23/16 Purchased 2 [redacted] gift cards. One for $100 and one for $200 to make an online purchase. Made first purchase the $100 card was fine. Scratched off area where card number and PIN number should be, on the $200 card, and found it to be blank. Returned to store. Front desk asked manager to come look at card. Manager did not. Gave me an 800# and said "you handle it". Called the 800# and was told I would get a call back shortly--it was probably 7 hours later so we called back. They said it could take two weeks while they "investigate it" What's to investigate? the necessary information is missing. They said it was "too late" to credit my credit card. Called [redacted] and was told if we came in they would be able to scan the card so we did, on 6/24/16 that and the card read "no value." So I essentially had to buy the item twice as I had to put the purchase on a credit card. 6/25/2016 went back up to Giant Eagle to talk to manager about a refund, as the charge posted to the online statement this am, as it is an obviously defective card. They refuse to do anything as "we don't handle those". "It's not our policy to

handle them." Well, if you ask me for an ID to purchase the card, accept my credit card and give me a receipt with an authorization code sounds like you handle it. The store should be responsible for what it is selling or it shouldn't sell the cards. I shouldn't have had to file a charge dispute with the credit card company over this as I am not paying for a useless card. That is not reasonable.Desired Settlement: Please remove the $200 charge from my bill.

Thank you.

Business

Response:

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

Consumer

Response:

From: [redacted]>Date: Fri, Jul 8, 2016 at 7:34 AMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted].To: Revdex.com <[redacted]Thanks again for the resolution--wouldn't have been so bad if we didn't have the credit card, we depend upon the most, especially since I will be doing some travel for business, shut down as somebody put hundreds of dollars of charges on it. This is not Giant Eagle's fault, but the fact that then, we got stuck, basically paying for the same thing twice, on another card, till this was resolved also tied up available credit on our cards. We do not go overboard with credit but if I'm out of town I like to know I have everything available should the need arise. Companies need to understand that their decisions on how they handle customers have other ramifications. [redacted]

Review: I had a very negative experience at the [redacted] store. It appears they are inconsistent in how they interpret their policies. In this case, maybe they thought because I was not well dressed (I was home sick from work that day and acknowledge that I looked a bit rough) that I did not deserve to be treated with respect. I do know that they are capricious in how they interpret their policies and I think that for their sake and that of their customers they should be consistent. Their overtly discourteous treatment of me is secondary to my assertion that they are inconsistent in their policy interpretations, but noteworthy because it happened in front of an impressionable and shy 12 year old who was appalled and embarrassed by the managers actions. My story is below, and I still have the receipt if that would be of any interest.

We're fairly frequent shoppers, but every few months, I'll collect the coupons I have and make it a fun coupon visit with my daughter or wife. Tonight, I came with coupons and my 12 year old daughter. However, this time it did not end up being fun. It started when the cashier had a question about coupon use. I had 2 coupons that said xx cents off for 2 items. I got 2 items and used 2 coupons, as I have in the past with no issues. The stated policy is 1 coupon/item, which has always been fine. The cashier, who was the only pleasant employee I spoke with that night had a question about coupon redemption and got a manager, who said I couldn't redeem the coupons like I had in the past. But she didn't seem positive, so she called the store manager. The first manager wasn't very nice, but the store manager was actually rude and loud . She disagreed with the 1 coupon/item section of Giant Eagle policy and refused to allow the redemption of my coupons as I had done in this store several times previously. She appeared very tired and angry with me and the whole situation. I asked her to review the Giant Eagle coupon policy, which she did but it did not change her decision, even though item 2 under the Coupon Guidelines seemed clear to me.

My unhappiness from this event is three fold.

1. I don't mind if the coupon policy has changed or if it was incorrectly interpreted by earlier cashiers. It could have been handled professionally and with respect, policies change and I'm OK with that. But to stand there and loudly talk at me like she did, as if I had done something wrong was unnecessary and unbecoming of a manager.

2. It was also unnecessary to treat me as if I was doing something wrong in front of my daughter, who got more embarrassed the louder the manager's voice got.

3. The situation could have been handled more professionally. My infrequent coupon trips have been fun for us but tonight that ended. If my previous coupon redemptions were handled erroneously, then so be it (I don't coupon for the money and probably spend thousands of dollars at your store every year), but a store of your stature should be consistency in its policy. I was only asking for what I had in the past, and was made to feel like a troublemaker. I don't think this is the image you want to project, blaming the customer for internal inconsistency.

Finally, the cashier was friendly and courteous. The first manager ignored me (which is a little disrespectful) , but the second manager must be overworked because she crossed the line with her tone, volume and actions. As a long time customer, I think that its not to much to ask to have a few minutes of her time, but as a customer service champion in my work place, I would never, never treat someone the way she treated me.

In summary, I was a taken back by the behavior and negativity of your manager, and by extension your store. I am not a problem customer, nor am I high maintenance. When confronted by inconsistency, I will ask questions, but always with respect, which in this case was not returned.Desired Settlement: 1. Assurance that they will be fair and transparent in how they interpret their own policies

2. An apology from the store and or store manager

Business

Response:

May 25, 2016RE: Revdex.com Complaint, ID [redacted]Dear Ms. [redacted]This letter is in response to the complaint Mr. [redacted] submitted to the Revdex.com. To investigate Mr. [redacted]'s complaint I spoke to Michelle B[redacted], Human Resources Manager for the [redacted] Giant Eagle. Ms. B[redacted] explained that the coupons Mr. [redacted] presented were $ 1.00 off the purchase of 2 packages of product. It is our understanding that Mr. [redacted] wanted to apply 2 coupons to 2 packages of the product. This is not permitted under the Giant Eagle Coupon Redemption Policy. The quantities stated on the coupon must be met. In order to use 2 coupons a customer would be required to purchase 4 packages of the product. I apologize if this was not explained to Mr. [redacted] at the store and if anyone was impatient with him.We make every attempt to be consistent in following the Coupon Redemption Policy. We realize that store personnel will sometimes override a coupon and allow a customer to redeem a coupon incorrectly. However, this is strictly against our Policy and is not allowed.I am enclosing a copy of the letter I am sending to Mr. [redacted].Sincerely yours,Katie R[redacted]Senior Paralegal

Consumer

Response:

I have reviewed the letter from Giant Eagle and find it unsatisfactory for 2 reasons.

1. I enclosed Giant Eagles own coupon policy. Specifically 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.

2. The hostility we encountered during our visit was glossed over, and the fact that my 2 attempts to get clarity via the GE website were ignored, was not even acknowledged. If my attempts to contact GE were not ignored, then I wouldn't have felt the need to contact the Revdex.com.

Review: my coat was over processed and damaged in the process. was returned for cleaning 3 times. claims person Ashley B[redacted] ###-###-####[redacted]) was contacted over 27 times and has not resolved this issue.and i'm unable to make civil complaint due to cost of filing.Desired Settlement: compensate for damage to max mara coat ,for over processing wool coat.

Business

Response:

September 25, 2015 RE: Ms. [redacted] Complaint ID [redacted] Dear Ms. [redacted]: This letter is in response to a complaint submitted to your office by Ms. [redacted]. Ms. [redacted] stated in her complaint that her coat was over-processed by the Dress For Success Dry Cleaner located in the Waterfront Giant Eagle and she is seeking compensation from Giant Eagle. In researching Ms. [redacted]’s complaint I spoke to Ms. Ashely B[redacted], Claims Adjuster in the Giant Eagle Claims Department. Ms. B[redacted] explained that Giant Eagle submitted Ms. [redacted]’s claim to Dress For Success and the claim was denied. Ms. B[redacted] was told by Dress For Success that the coat is not over-processed; the coat shows visible wear. Ms. B[redacted] has been in contact with Ms. [redacted] but they have not been able to come to a resolution. We are respectfully requesting that Ms. [redacted] contact Ms. B[redacted] in order to resolve the issue. Very truly yours, Katie R[redacted] Senior Paralegal

Consumer

Response:

Review: I had never been to a Giant Eagle before today. However, I recently moved right next to one, so I tried it out, since it is conveniently located. Not only was it really expensive but the customer service was the worst I've ever experienced. They only had 2 lanes open. I was in line behind someone with a lot of groceries and a lot of coupons. I was not in a hurry and had no where else to be, so I decided to wait, not a big deal. The cashier, however, didn't say a single word the whole time and made no facial expressions. She also threw the bagged groceries into the customers cart, possibly breaking items like eggs or smashing bread. She acted annoyed when she had to scan so many coupons. Then, with a long line behind me, another cashier opened in the next lane. Again, I was not in a hurry, so I was going to let some of the people behind me go into the newly opened lane. However, the new cashier grabbed my few items off the conveyor belt and onto hers. It was the most rude gesture I had ever seen. Also, since I had never been to Giant Eagle, I wanted to ask about their rewards card, but I didn't get a chance. She rushed me out, rolling her eyes. No one in the store smiled or greeted me or any customer. There was a dreary, abandoned feeling throughout the store. I don't even think music was playing in the background. The customer service was the worst ever and I will not be returning.Desired Settlement: I just want people to be warned because I went into a new place blind and my experience was awful enough to ruin my day.

Business

Response:

RE: Ms. [redacted], Complaint ID [redacted] Dear Ms. [redacted]: This letter is in response to the complaint trom Ms. [redacted] about the experience she had shopping at one of our stores. Although the address of the store is not provided in the complaint, the closest Giant Eagle to the address Ms. [redacted] listed is the [redacted] Boulevard store. In investigating Ms. [redacted]’ complaint I spoke to Mr. [redacted], Store Leader at the [redacted] Boulevard store. Mr. [redacted] apologized for the rudeness and unfriendliness that Ms. [redacted] experienced at the store. Mr. [redacted] explained that they are currently understaffed at the cashier position and are looking for more help on the front end. We know that is not an excuse for rudeness. Mr. [redacted] offered to meet with Ms. [redacted] to thank her for her feedback and to give her a Giant Eagle gift card if she would be interested in taking the time to meet with him. Mr. [redacted] is also willing to talk to Ms. [redacted] on the phone if she would like to discuss her complaint with him. The phone number for the [redacted] Boulevard store is ###-###-####. Ms. [redacted] mentioned in her complaint that she was interested in asking about the Giant Eagle rewards card but was not given the chance. Although Ms. [redacted] stated she does not plan to go back to Giant Eagle, I am enclosing information about the Giant Eagle Advantage Card® with my letter to Ms. [redacted] for her reference. We appreciate the feedback that Ms. [redacted] provided. Customer Service and respect for people are extremely important to Giant Eagle. We want to know how customers view the stores so that we may address problems. Mr. [redacted] will address the issues Ms. [redacted] described in her complaint with the cashiers. We sincerely hope that Ms. [redacted] will give Giant Eagle another chance. I am attaching a copy of the letter I am sending to Ms. [redacted]. Very truly yours, [redacted] Senior Paralegal

Review: Employees not wearing gloves making food not washing hands handling money and then preparing food.Desired Settlement: Employees need training on cleanliness

Business

Response:

This letter is in response to the complaint submitted by Mr. [redacted] about the [redacted] Township GetGo. In investigating Mr. [redacted]'s complaint I spoke to Mr. Paul H[redacted] Store Leader at the [redacted] Township GetGo. Mr. H[redacted] explained that cashiers are the only team members (other than leaders) who handle money in the GetGo and the cashiers do not normally go into the Food prep area. All team members are required to wash their hands and wear gloves when handling and preparing food. The Store leaders check on and monitor the team members regularly throughout the day to insure that they are following our established food safety procedures.Food safety is of the utmost importance to Giant Eagle and GetGo. I have made Mr. H[redacted] aware of Mr. [redacted]'s complaint. Mr. H[redacted] and the store leads will continue to monitor the team members and make sure they are following proper procedures for handling food and money,I am attaching a copy of the letter that 1 am sending to Mr. [redacted].Very truly yours,

Review: I have cashed many checks at the store before with no issues but they try to give me a hard time over cashing two checks. They said I need to go to the bank to do that when my bank is 20 minutes away. The front end manager [redacted] needs to wake up and smell the coffee. I'm allowed to cash whatever check as long it is not over $240 per week. I cashed two 30 dollar checks and the [redacted] the manager was rude period. They need to leave me a lone about there so called bogus check cashing one per day policy and get real!!Desired Settlement: friendly customer service period and mine their own business period on why im cashing checking two checks! Really?

Business

Response:

This letter is in response to the complaint submitted to the Revdex.com by Mr. [redacted] with respect to cashing checks.

In investigating Mr. [redacted]’s complaint I spoke to Mr. [redacted], Corporate Credit Manager for Giant Eagle, Ms. [redacted], Store Leader for the [redacted] Giant Eagle and Mr. [redacted], Regional Business Manager for Giant Eagle. Mr. [redacted] explained that cashing personal checks is a privilege that Giant Eagle grants to its customers as a convenience to the customers. We accept personal checks at the checkout lanes for an amount over the purchase with cash back not to exceed S30.00. We also accept personal checks at the Customer Service Desk made payable to Giant Eagle with a per check limit of $30.00. On at least two occasions Mr. [redacted] brought in 2 checks for $30.00 each. When store personnel explained to Mr. [redacted] that the policy is one $30.00 check per transaction Mr. [redacted] did not conduct himself in a respectful way toward the Team Member.

Mr. [redacted] contacted Mr. [redacted] this past weekend and explained the Giant Eagle Check Cashing Policy to him. Mr. [redacted] reported that Mr. [redacted] said that he understood. I have enclosed a copy of the Giant Eagle Check Cashing Policy for your reference (please see item IV).

If you have any questions please feel free to call me.

Consumer

Response:

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

Review: I pulled off to get gas at the GetGo, because of the competitive price of $1.77.9/gallon advertised on their sign. Although the sign read this while I pulled in, the price on the pump had updated to 32 cents/gallon higher by the time my transaction actually began. Representatives on site refused to honor the price that had brought me to the business, as did their customer service line.Desired Settlement: I would like the product to be sold to me at the advertised price. As Giant Eagle does run a fuel perks program which I am enrolled in, applying additional perks equal to or exceeding 32 cents/gallon would be a minimally acceptable solution.

Business

Response:

This letter is in response to a complaint submitted to the Revdex.com by Mr. [redacted]. According to his complaint, Mr. [redacted] stopped at the [redacted] Boulevard GetGo to purchase fuel. However, before Mr. [redacted] could pump his gas, the price of gas increased by .32 cents per gallon. In investigating Mr. [redacted]'s complaint I spoke to Mr. [redacted], Fuel Station Coordinator for the [redacted] Boulevard GetGo and to Ms. [redacted], GetGo District Leader. Ms. [redacted] explained that all GetGo locations follow a process each time there is a change to the fuel price. When there is an increase to fuel prices the process is as follows: The store receives a notice to increase the price of gas, the store changes the price on the sign to reflect the new price; the store waits approximately 15 minutes and then changes the price at all of the pumps. The 15 minute delay allows the customers who are on the Premises when the price change occurs to pump gas at the lower price. Ideally, we try to make these changes when no one is on the property but that is not always possible. Giant Eagle did nothing improper. Mr. [redacted] verified that the Team Member on duty followed the correct procedures when he increased the price on the sign, waited and then increased the price on the pumps. Because the GetGo was extremely busy there may not have been enough of a lag time between changing the sign and changing the price at the pumps and, by the time it was Mr. [redacted]’s turn, the price had gone up. I am sending Mr. [redacted] the enclosed letter with a GetGo gift card.

Consumer

Response:

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.

Review: After viewing the newspaper advertisement from Giant Eagle, my wife decided to buy a turkey at Giant Eagle and leverage their price matching guarantee against [redacted]'s low price. When she arrive at the [redacted] Giant Eagle, she showed the worker in the Meat Dept. the ad, and asked him if he would honor the ad price and re-mark it, he said that there was no problem, but they did that at checkout. My wife proceeded to spend $100 on groceries and went to checkout. She was then instructed that they would not honor the price match. She was then directed to Customer Service who repeated the same answer. She did NOT buy the turkey at Giant Eagle. She went to [redacted] and purchased the turkey.Frustrated, my wife returned home and filed a complaint with Giant Eagle.I received a phone call from a man who identified himself as the store manager, [redacted]. He informed me that he was trying to contact my wife about a complaint issue. I told him that my wife was away, and I relayed the situation to him. He informed me that the ad was produced by the Corporate offices and that their store was not a corporate store, and that they have no control over what is printed in the newspaper ads. He said that there was some smaller print elsewhere that stated that there were exclusions to the wording on the front page in large print "WE WON'T BE BEAT! Giant Eagle will match any competitor's ad of frozen turkeys" I told him that I believed that ad was misleading. He never aplogized, and in my opinion, just appeared to be making a follow up call for a report, and I told him that. I told him that I was not pleased with his response and told him that I was going to escalate it to corporate and use social media to let people know about our experience. He then threatened to sue me, if I posted on social media. He abrupted ended the conversation, and hung up on me.Desired Settlement: I would like an explanation about the differences between an independently owned store/corporate owned store practices.I would like bold wording that states that independently owned stores are exempt from the ads and indicate which stores they are.I would like an apology from someone at Giant Eagle - corporate. I would like them to explain why it is acceptable for their store man. to threaten me. If it is not acceptable, I would like [redacted] reprimanded, or for him to apologize to me &wife

Business

Response:

RE: Mr. [redacted], Complaint ID [redacted] This letter is in response to the complaint submitted to the Revdex.com by Mr. [redacted] regarding his wife’s experience trying to purchase a turkey at the [redacted] Giant Eagle. In investigating the complaint, we spoke to Ms. [redacted], owner of the [redacted] Giant Eagle. Ms. [redacted] stated that there was confusion about the turkey match ad in the store. I apologize for the frustration and inconvenience this caused Mrs. [redacted]. Ms. [redacted] acknowledged that the store should have honored the ad and matched the [redacted] price Giant Eagle apologizes for any disrespect shown to Mr. [redacted] on the phone. Mr. [redacted] manager of the [redacted] Giant Eagle, will call Mrs. [redacted] to apologize and to offer the [redacted] a Giant Eagle Gift Card for their use. If you have any questions please feel free to call me.

Consumer

Response:

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

Review: Giant eagle [redacted] Ohio Lost part of my dry cleaning. They did not know how to break down the bill so I had to pay for the full bill to get other clothes. Been over 10 days I have been promised call backs from managers and district managers but no call back. The dry cleaning warehouse blames the store the store blames the warehouse. Tonight I was informed by corporate customer service might be another couple of days for a call back. I called the [redacted] store. I got the night manager ( think name was Tim). He said this is first aware of it and again said will have the Store Manager call you back tomorrow. This was supposed to happen days ago. I have had to pay for a service I didn't get. I am out a pair of suit pants I get no call backs and no one taking owner ship. It has been since 12/4/2015 and only got 1 call about the a pair of paints that were not mine and gave made over 6 attempts to contact the store and their corporate customer service to get this resolved

Business

Response:

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

Review: I tried using my debit card at Giant Eagle in Hermitage, PA to purchase gas at their GetGo pumps. At that time I had $92.00 in my checking acct. and wanted to pump $30.00 into my car. My card was denied. The next day I tried to using my debit card at my Dr.'s office, again, denied, later in the day I tried to use it at a landscaping business, again denied. I went to my bank and was told at this same address where I tried to pump gas at the Giant Eagle GetGo pumps, they had added an additional amount of $99.00 to my account. I called G. Eagle's headquarters in Pittsburgh and was told by them they put a "Pre-authorized Debit Card Hold of $99.00" on customers accounts for two hours (which is totally a lie as I could not use my card into the next day) so they can be assured of getting their money. HOW CAN THEY DENY ME OF USING MY DEBIT CARD FOR ALMOST TWO DAYS (NOT TWO HOURS) - - - - I want to know if this is legal as I will not continue to shop there just to get a discount on their gas!!!! I will wait to hear from you.Desired Settlement: I WANT TO KNOW IF THIS IS LEGAL, IF SO, WHICH I WILL NOT AGREE WITH - - - I WILL NO LONGER SHOP AT THIS STORE OR ANY OTHER GIANT EAGLE.

Business

Response:

This letter is in response to the complaint submitted to the Revdex.com by Ms. [redacted] in connection with the problem she had after trying to use her debit card to purchase gas at the Hermitage GetGo.

In researching Ms. [redacted]’s complaint I spoke to Mr. [redacted], Manager, Banking Services for Giant Eagle. Mr. [redacted] explained that when Ms. [redacted] swiped her Debit card at the GetGo a pre­authorization request was sent to Ms. [redacted]’s bank in the amount of $129.00. This is a standard operating procedure for most fuel merchants and insures that the company will be paid for the amount of fuel taken. In Ms. [redacted]’s case, Giant Eagle received a “Decline-Insufficient Funds” notice and therefore Giant Eagle did not go forward with the transaction. The transaction was completed at that point for Giant Eagle. The processing of the release of the pre-authorization amount varies from financial institution to financial institution and is out of Giant Eagle’s control. That process is controlled by the card issuing bank.

I am enclosing a copy of the letter I am sending to Ms. [redacted] along with a photo of the notice that is posted at each GetGo fuel pump to make customers aware of this issue.

Review: Giant Eagle advertises 30 gallons gas, but when I went to fill up two vehicles they shut the pump off stating it was unsafe. I had two gas cans also to fill and which is allowed. I have filled our vehicle at this gas station in the past plus the gas cans and had no problem. The manager wouldnt turn on the pump for us to fill the gas cans. I didnt receive my for 90 cents benefit and would like my advantage card credited, so that I can fill up my gas cans.Desired Settlement: I would like my advantage card credit for the fuel perks that was not accounted for, so that I can take advantage of the benefit.

Business

Response:

This letter is in response to the complaint submitted to the Revdex.com by Ms. [redacted]. Ms. [redacted] stated in her complaint that she was attempting to fill up 2 vehicles when the fuel pump was shut off. Ms. [redacted] stated that she did not receive her full fuelperks! benefit and she wanted the remaining discount added back onto her Giant Eagle Advantage Card®.

In investigating Ms. [redacted]’s complaint, I spoke to Mr. [redacted], store leader at the Gibsonia GetGo. Mr. [redacted] explained that the cashier shut off the fuel pump when she observed Ms. [redacted] filling a second vehicle. Giant Eagle’s gasoline promotion is for a maximum amount of 30 gallons of gasoline per one transaction. For customer and team member safety, the promotion is limited to one vehicle per transaction. Portable fuel containers are permitted and may be included in a transaction.

When Ms. [redacted] entered the GetGo to complain about the fuel pump being shut off, the cashier and then Mr. [redacted] explained Giant Eagle’s policy of one vehicle per transaction to Ms. [redacted]. Our records indicate that on November 5, 2013 Ms. [redacted] pumped 26.19 gallons and redeemed her fuelperks! discount. Once redeemed, regardless of how many gallons are pumped, the discounts reset to $0.00 (unless the customer has earned discounts worth more than the current price of gasoline). Even though Ms. [redacted] is only entitled to receive the number of gallons to fill her 1 vehicle and the fuel containers that she had with her Mr. [redacted] has agreed to issue a GetGo gift card in the amount of $5.00 to account for the 3.81 remaining gallons. I have attached a copy of a letter we are sending to Ms. [redacted] in response to her complaint.

Review: AFTER HAVING SOME MINOR SURGERY ON MY EYE, I WANTED TO STOPP AT GIANT EAGLE TO GET MY PRESCRIPTION, WHICH THE DOCTOR SENT TO THEM ELECTRONICALLY.WHILE DRIVING THERE, MY EYELID STARTED TO BLEED A BIT MORE, AND WHEN I WENT INTO THE STORE, I WAS IN A PANIC. I WENT TO THE PHARMACY, WHERE THERE WAS A LONG LINE. HOLDING A TISSUE TO MY EYE, AND BECAUSE I WAS ALONE, I WENT TO THE 'DROP OFF' COUNTER TO ASK FOR IMMEDIATE ASSISTANCE. THE ONE CLERK LOOKED AT ME LIKE I HAD TWO HEADS, AND THE OTHER LOOKED UP MY PRESCRIPTION AND TOLD ME THE WAIT TIME WAS 10-15 MINUTES. NOW, I WAS NOT BLEEDING PROFUSELY, BUT I WAS UPSET. I WAS FRIGHTENED, AND I WAS TOLD, LIKE ANYONE ELSE WAITING FOR A PRESCRIPTION. A BLOODY TISSUE IN MY HAND, I WAS ON DISPLAY FOR 12 MINUTES WHILE I WAITED. MY PRESCRIPTION WAS NOT FILLED IN A TIMELY MANNER. NO CONCERN WAS SHOWN FOR ME OR MY CONDITION. I LEFT THE STORE. HOW CAN A STORE BE SO HEARTLESS, SO UNSYMPATHETIC TO A PERSON IN NEED OF HELP??Desired Settlement: I DIDN'T GET MY PRESCRIPTION, I DID NOT BUY ANYTHING. WHEN WILL GIANT EAGLE CARE ABOUT THEIR CUSTOMERS?

Business

Response:

This letter is in response to the complaint submitted by Ms. [redacted]. In investigating Ms. [redacted] complaint I spoke to Mr. [redacted], a Pharmacy District Leader for Giant Eagle. Mr. [redacted] explained that the [redacted] store and pharmacy are extremely busy and that could be why no one noticed that Ms. [redacted] was in distress. This is also why there is a wait for a prescription to be filled even when it is called in ahead of time. Mr. [redacted] will speak to the pharmacy team members about the incident and ask them to be more aware. Kindness and respect for people are extremely important to Giant Eagle and to our Team Members. I apologize that no one helped Ms. [redacted] on that day. I am attaching a copy of the letter I am sending to Ms. [redacted] If you have any questions please feel free to call me.November 25, 2014Ms. [redacted] RE: Complaint to the Revdex.com Dear Ms. [redacted]: This letter is in response to the complaint you submitted to the Revdex.com describing your experience at our store. I apologize that no one offered to help you when you were in distress and frightened. Kindness and respect for people are extremely important to Giant Eagle and to our Team Members. As I explained in my letter to the Revdex.com, this is an extremely busy store and pharmacy and that may be why no one realized how upset you were. Our Regional Business Leader will speak to the pharmacy personnel and ask them to be more aware. I am enclosing a Giant Eagle gift card for your use because of your experience and for the inconvenience of having to make another trip to the store to pick up your prescription. Senior Paralegal