Giant Eagle, Inc.

Review: This complaint is about 3 different issues . The first one took place the 1st or 2nd week of Feb. 2015. I had called in a refill for a perscription for 90 pills. I got home the bottle contained 30. I sent my son [redacted], back to the pharmacy with the bottle and the receipt and the complaint. They sent the 30 pills back, along with the receipt and a statement saying they would have to check into it. They would call me back tomorrow morning. I ended up calling them at 1;30pm the next day. Their response was.."No one called you?' You can come and pick up the rest of your perscription. Went into store talked to pharmacy manager. I asked what the problem was. She said she really didn"t know, and apologized. I decided to give them one more chance since we had been with them so many years. The 2nd incident was on 3-2-2015. My husband [redacted]. picked up several perscriptions , one being a $10 perscription if it would of been billed through our insurance co. Instead he was billed $43 and some odd cents. He called when he seen how it was billed, and asked what the problem was. The pharmacy person he talked to said it had been billed through a "discount card" the pharmacy uses, instead of being billed to out insurance co. She said to bring up the bill the next day and she would give him the refund that was due. I went through the drive through the next day,which they did. I called today 3-4 to ask what "their discount' card was and why was it used instead of billing our ins co. I talked to the aast.GM about this 2x and the pharmacy manager once. I aslo asked why customers were not notified of them using this discount card.They had no answers. I feel that these two mistakes warrant some type of an explanation. where did the 60 pills go? Why are they ising a discont card if you already have insurance? There was a 3rd issue over an advair perscrption and a discount coupon that was denied.Desired Settlement: I would like an explanation as to where the 60 pills went, for the first complaint. Why they used their "discount card" on a perscription that was covered by our insurance, Charging us 35.00 extra. why are so many mistakes being made in this pharmacy and why I had to make 6 trips to the pharmacy to get their mistakes taken care of, when it should have been a 2 trip deal.I have already stated to the pharmacy manager that I will be pulling all my familys percriptions after many years.

Business

Response:

[redacted] Revdex.com of Western Pennsylvania [redacted] RE: [redacted] Complaint ID [redacted] Dear [redacted]: This letter is in response to the complaint submitted by [redacted] about the pharmacy in the [redacted] Giant Eagle. In investigating [redacted] complaint I spoke to [redacted], Manager of Pharmacy Compliance for Giant Eagle. [redacted] researched [redacted] complaint. While we were unable to confirm that [redacted] prescription was filled for 30 tablets instead of 90 tablets, the pharmacy has provided the balance of the prescription to [redacted]. The pharmacy has taken steps to address this problem and to prevent it from happening. With respect to [redacted] complaint that the pharmacy used a discount card which ended up costing [redacted] $43 instead of $10 for a prescription, [redacted] explained that there are often multiple options for paying for a prescription. The pharmacy tries to select the least expensive payment option for customers. In this case, the [redacted] insurance was the lowest price for the prescription, however, the team member selected to use a discount card. This was an unintentional clerk error. The money has been refunded to [redacted] and the prescription was re­billed accordingly to the [redacted]’ insurance. In regards to the third issue referenced in [redacted] complaint concerning a denied coupon card, our research found that the [redacted] had previously used the allotted number of eligible prescriptions on the coupon card. Therefore, the pharmacy's attempt to use the card was rejected by the coupon card processor. I am attaching a copy of the letter that I am sending to [redacted]. Please feel free to contact me if you have any questions.

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. 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.

Review: On three separate occasions, most recently this evening, while shopping at the Giant Eagle in settlers Ridge, I was asked at the checkout to provide personally identifying information (zip code) while using a debit card. Each of the three times I was told I would have to use a specific register to checkout without giving this information, was told by the manager that it was a corporate issue, and that they were aware it was violating state law but that there was nothing they could do at the store. They obviously knew exactly what was happening, as the clerk immediately called a supervisor when I said that they weren't allowed to ask for this information, who at once led me to the 'special' register. After being paraded across the front of the store, I was able to talk to a manager who informed me that they knew about this problem, but that all they could do was give me a number for their corporate offices.Desired Settlement: The only thing I desire is for this situation to be resolved. They are the ones violating state law, while I am forced to explain myself over and over as to why I don't want to simply give my information.

Business

Response:

This letter is in response to the complaint submitted to your office by Mr. [redacted] in connection with Giant Eagle's practice of asking him to provide his zip code when he uses his debit card.

In investigating Mr. [redacted] complaint I spoke to [redacted], Retail Banking Supervisor for Giant Eagle. Ms. [redacted] explained that it is not illegal to request a zip code for use in the authorization process in any of the states that Giant Eagle operates. Giant Eagle requests the zip code for credit and debit card transactions in excess of $50.00 as part of the authorization process. The zip code provided by the customer must match the zip code of the card holder or the transaction will not be approved. Giant Eagle does not retain the zip code and it is not used for marketing purposes. This measure was implemented as a fraud prevention tool and helps to protect the customer and Giant Eagle. If a customer chooses not to give his zip code then the order is moved to the Service Desk for check-out and for verification. The zip code prompt at these lanes is relaxed but Team Members may ask to inspect the card and ask for ID. I have enclosed a copy of the letter we are sending to Mr. [redacted] in response to his complaint.

Consumer

Response:

Review: I tried to purchase flowers on sale. after going to register I was told flowers are not on sale. I asked for manager and Jack(manager) came over and stated that it was a mistake and somebody put those flowers there. I showed him where the were and difference was only 5 bucks. same flowers in [redacted] 3 for $12. manager stated why dont you go there since they closed... I spend over 10000 a year in this store and deserve better service. customer service was not professional at all and manger was really a joke with out cp. what is the point to be there? worst service I ever had. [redacted] always take care of customers or trying to work with them. this store is a joke. last time I went there... this manager is use less. for 15 bucks he could of save customer and make him happy....I will tell all my friends not to shop at this giant eagle any more unless this is fixed.manager is a joke who doesnt care at all. manager needs to be replaced and customer service could be much friendlier like everywhere elseDesired Settlement: want to explain everything and hoping they will keep me as customer. only 16 bucks but service was the worst I ever had.newer will be back in this store.

Business

Response:

November 20, 2015RE: Mr. [redacted], Complaint ID [redacted]Dear Ms. [redacted]:This letter is in response to a complaint submitted to your office by Mr. [redacted] about the Willoughby Giant Eagle. In researching Mr. [redacted]'s complaint I spoke to Mr. Ron C[redacted] the Senior Team Leader at the store. Mr. C[redacted] spoke to the Manager named in the complaint about his interaction with Mr. G[redacted]. The Manager stated that he tried to work with Mr. [redacted] and offered him a $5.00 gift card toward the purchase of the flowers but Mr. [redacted] did not accept. I am sorry that Mr. [redacted] was not satisfied with the service and treatment he received while in our store. I am enclosing a copy of the letter that I am sending to Mr. [redacted].Very truly yours,Katie R[redacted]Senior Paralegal

Review: I am very disappointed with my shopping experience today. Giant Eagle advertises donuts on Friday for $5.00 a dozen. I made a special trip to the store to pick up a dozen. It was 10:30 AM and the donut case was almost empty. All that was in there were some maple donuts and a few others. I asked if they had more and was told I had to wait 45 minutes, which I could not do. I went to the service desk and requested a rain check and they refused to give me one, saying it was an "in store special". It is, in fact, advertised in your weekly flyer. It seems that by 10:30 AM, they should not be out of donuts if they know there is going to be a demand for them, or expect a customer to wait 45 minutes or refuse a rain check for a return trip. This is deceptive advertising

.

...Desired Settlement: rain check when item is not available or else have the product available as advertised

Business

Response:

August 5, 2015RE: Ms. [redacted], Complaint ID [redacted]Dear Ms. [redacted]:This letter is in response to the complaint from Ms. [redacted] about her experience at the[redacted] Township bakery. In investigating her complaint I spoke to Mr. Chuck S[redacted], SeniorStore Leader for the [redacted] Township Giant Eagle. Mr. S[redacted] explained that the bakery triesto balance having enough donuts available and not having too many sitting in the case so they goto waste. He also explained that all varieties of donuts are not available at all times. Mr.S[redacted] suggested that the way to be assured of having a certain kind of donut available is toplace an order in advance, whenever possible.With respect to Ms. [redacted]’s request for a rain check, Mr. S[redacted] stated that should not havebeen a problem. The Team Member at Customer Service should have issued a rain check to Ms.[redacted] Due to Ms. [redacted]'s complaint, the Customer Service Team Members have been re-trainedabout issuing rain checks. I am sending a Giant Eagle gift card to Ms. [redacted] to apologize for theinconvenience and frustration this caused.I am attaching a copy of the letter I am sending to Ms. [redacted]. Please feel free to contact me if youhave any questions.Very truly yoursKatie R[redacted]

Review: A caisher/customer service lady named [redacted] at giant eagle argued with me and was very rude and screaming at me because I called them out on a $0.91 overcharge on my bill. [redacted] then proceeded to berate me in front of other customers and caishers. When I asked to speak to the manager I was just talking to she refused to page him and told me she didn't care if I reported her. She also yelled at me can't you hear what I'm saying? Then she threw my groceries in the cart so hard it smashed the boxes. I refused to pay and do business with a person acting like a crazy person screaming at me, the customer. I left,called corperate and went to [redacted] instead.Desired Settlement: Public apology And resignation of her position at giant eagle. She has no business being in customer service! I only request public apology because she had no problem screaming at me in front of other customers and caishers. She can embarrass a customer in public she can apologize in public for her actions.

Business

Response:

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.

Review: On 6-18-15 I dropped off a Prescription at your Giant Eagle at [redacted] The pharmacy tech asked what time I would like to pick up the prescription and I said between 6pm and 7pm. I then returned at 635pm and my prescription was not ready. They had 6 hours to fill the prescription which was an Antibiotic that was already in a dose box and only needed a sticker attached to it. I asked why it was not done and they said it would be done at 7pm. I then stated I wanted to transfer the prescription and they said that they had not even started the prescription process and they would give it back to me. Without even checking my identity they gave the prescription back to me. This could have been a serious HIPPA violation. The tech knew that I was upset and did not offer to get me the manager instead she gave me a card to fill out and put in the mail. I did an online complaint and someone by the name of Nate emailed me back. Wanted to give me information on the new texting service that they offer. After being inconvienced by going to another pharmacy I was back home by 705pm with my prescription. They customer service at that location is horrible. I will not be returning to that location for any shopping or pharmacy needs. I however did get a Have a great weekend comment from the pharmacy manager even though he did not even address the privacy concerns that I had.Desired Settlement: I think the pharmacy techs needs a crash course in customer service. If a customer is not satisfied you dont give them a card to fill out and mail back. A manager should have been brought to the window and discussed the issue. The generic response I recieved from the pharmacy manager was a joke. I would have been happy with a I appoligize let me get that ready for you. Instead I was told to come back after 7pm.

Business

Response:

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.)

Review: This is in reference to Giant Eagle's Case #: [redacted] sent per their website on 12/3/13. For the purpose of staying within the length restrictions for this complaint I will give a more simple version of my issue sent to GE. I purchased $200 in [redacted] gift cards at GE. I have a receipt showing the cards were activated. When I tried to use the gift cards a day or so later they would not work. I spent 2 hours on the phone with [redacted] trying to get these cards to go through. They immediately knew were I had purchased the cards without my saying so and stated that they have been in contact with GE about this. To me this means that GE has had an on-going problem that they seem to be ignoring after being told how to fix it. In order to not miss a Black Friday/Cyber Monday deal I was forced to use another form of payment. In my email to GE I requested a refund of my useless gift cards. Again to simplify this here is their response: We apologize for any inconvenience and will contact you as soon as possible. We have forwarded your refund request to the appropriate parties. They went on to give me the spill about no refunds on gift cards. Oh really, so you just get to keep my $200? Regardless of this silly statement. I decided to wait for a response. Well it's been 2 weeks. On top of all this they are doing this during Xmas time when I could surely use $200!Desired Settlement: A refund is still what I want, but also feel I should be compensated for the hours wasted trying to use the cards, the time it took to send GE the initial email, the 2 weeks waiting on a response, the time spent on this complaint, and last but not least, the fact that I am suffering during Xmas time. I don't have $200 to just throw to the wind! If this continues for an extended amount of time then I feel they should also have to pay interest on the credit card I used in place of the gift cards.

Business

Response:

Dear Ms. [redacted],

Attached please find Giant Eagle's response to the complaint submitted by Ms. [redacted]

I had requested an extension over the phone earlier today but then was able to find out how this was resolved.

Thank you.

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 did speak with an individual by the name of [redacted] at [redacted] on 12/19/13, and accepted their resolution. Unfortunately as of 1/3/14 I have not received the refund/compensation spoke about in the letter from Giant Eagle. Giant Eagle stated that it was sent by [redacted] over night. I was not aware that this would be sent as so, therefore had been patiently waiting for it by US Postal Service. I assumed the delay was due to the holidays. After receiving the letter from Giant Eagle I contacted and left a voicemail for [redacted] at [redacted] and am waiting for a reply. I will continue to pursue this through Best Buy.

Review: I use Giant Eagle's pharmacy to get my medications filled. This is now the second time that they have overcharged me and given me the wrong amount of pills. They always insist that they have the wrong information from my insurance company. I always have the call them the next day to verify it, and somehow it never gets resolved easily. Yesterday I showed up at the drive through at 7:20 PM, and they told me it would be ready by 7:00 pm. The woman at the drive through has the wrong insurance for me again. I explained this to her and she said "Do you really need these today? Come back Wednesday." I told her I would park and come in. After coming in and waiting in line, it was 7:35. The man in there then told me it would be another 10 minutes until it was ready. By the time I actually got my prescription, it was almost 8:00pm. The pharmacist talked to me about the confusion, and I handed him my new insurance card and said "Would you like to try again to fix it?" and he looked at me very smuggle and said "No, I would not." Then he told me they only filled 45 pills instead of 60. I asked why, and he said I have to call my doctor in a few days, he doesn't know why. Then he told me to come back in a few days with the receipt, and they would give me the rest. I tried again to tell him that this is the second time that they have the wrong information for me, and the dosage was upped to 60, but he just said "Bye, have a nice day" and walked away. I am appalled at the continual lack of help I get from this place, and I have switched to [redacted]Desired Settlement: Refund for my overcharged bill (which I have statements for), or store credit for Giant Eagle, or an adjustment on the amount of pills I received.

Business

Response:

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

Review: I had a prescription from my doctor for the[redacted] insulin injection pens. The Pharmacy mistakenly gave me the insulin vials with regular hyperdermic needles. The pharmacy will not take them back, which is fine because of health care concerns. But they will not give me the correct medication because they say I would have to pay for it. Even though I paid for the correct medication and for Pharmacy service that is Correct and reliable. They refuse to refund or give me the correct medication that was prescribed by my doctor. This was prescribed for a reason, if the doctor wanted me to have what they gave me, then that's what the prescription would be for! I have trouble seeing to make sure I am filling the needles and using the correct dosage. This could be life threatening. They still refuse to do anything about it! This is unacceptable, considering it was entirely their fault. If they weren't sure, they have the ability and responsibility to contact the doctor to make sure everything is correct. I don't make enough money to pay for another prescription.Desired Settlement: I either want a refund so I can afford to pay for the correct medication, or have them issue me the correct medication that I was prescribed.

Business

Response:

Thank you for allowing Giant Eagle extra time to respond to Ms. [redacted] complaint. In investigating Ms. [redacted] complaint I was in contact with Mr. [redacted], Pharmacy Team Leader at the Giant Eagle Pharmacy in the [redacted] Giant Eagle and Mr. [redacted], Pharmacy District Leader for Giant Eagle. In her complaint Ms. [redacted] said that she was mistakenly given insulin vials with hypodermic needles instead of Flexpens when she filled her prescription at the Giant Eagle Pharmacy. A copy of Ms. [redacted]’s prescription was pulled and we verified that the prescription was filled as originally called in by her physician for [redacted] vial.

We were concerned when Ms. [redacted] said in her complaint that she has trouble seeing well enough to use needles. Mr. [redacted] tried to contact Ms. [redacted] by phone several times to tell her that she could exchange the vials for the Flexpens but he was unable to reach her. I sent the enclosed letter dated March 17, 2014 to Ms. [redacted] asking her to contact Mr. [redacted] with respect to her prescription. The pharmacy was finally able to reach Ms. [redacted] and were told by Ms. [redacted] that she would not pick up the Flexpens until she was done with the vial. We told Ms. [redacted] that she could exchange the vial for the Flexpens at no charge to her and that we would keep the Flexpens ready at the pharmacy until she came in. We believe that we have addressed her concern.

I am enclosing a copy of the letter I am sending to Ms. [redacted], dated today’s date. Please feel free to call me if you have any questions.

Review: I bought $1000 [redacted] gift cards online through Giant Eagle. When I went to go use them to buy the things to re-do my bathroom, they all worked but one. I bought a $500, 2x $200 and 2x $50. One of the $200 did not work. It did not ring up $0 balance. It rang up over and over, cannot find card. The cashier then told me it may not have been activated. I called [redacted] gift card customer service and they said the same thing but since I bought it at Giant Eagle and not through [redacted] I had to go through Giant Eagle for problem. So I called 11/23/15 and have been waiting. I have called 3 other times and get no more information. I was told it would take 2-3 business days. It has been over 2 weeks. I have had to spend an extra $150 out of pocket since the gift card doesn't work. My bathroom is on hold to be finished because I refuse to keep spending money when I need this gift card. They tell me they will put a note in my case for someone to call me back and I still have not gotten a call back.Desired Settlement: I would like this gift card activated or a new $200 gift card sent to me since I already paid for it.

Business

Response:

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

Review: I purchased gas from this vendor for my truck. The truck began to run rough and finally stopped running. The truck needed to be towed to a repair shop. The cause of the problem was water in gas. The gas tank had to be removed and drained and the fuel lines flushed. A sample of the gas was saved as evidence. The repairs to the truck cost $837.00.Desired Settlement: I would like compensation in the amount of $837.00

Business

Response:

Dear Ms.[redacted],

Attached please find Giant Eagle's response to the complaint submitted by Mr. [redacted].

Review: I purchased 5 items from the stores Pick 5 for $19.99 selection. When they did not ring up as priced, I asked the front end clerk about it. Despite the fact that the packaging says mix and match with no limitations given, I was told all items had to be from the same area if the store. I asked where that information was provided on the packaging and was told it wasn't but they refused to honor the price. I called customer service and was told the same thing.Desired Settlement: I would like a refund for the difference of the items.

Business

Response:

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

Review: I went to this GetGo location to purchase gas. While I was filling up my gas tank, there was something wrong with the pump, that didnt make the pump stop when your tank was full. While I was pumping gas at this pump, it completely overflowed my gas tank, there was gas all over my car that I just got detailed, gas all over my legs feet and shoes. I went into the store to talk to someone and let them know what happened, there was not even an apology or was there anything he could do to help me or offer me, maybe something to clean up the gas that was all over me, and I was just told that "oh, my manager isnt here".Desired Settlement: I am not happy with this experience, at all. I believe there should be some compensation for this.

Business

Response:

This letter is in response to a complaint submitted to the Revdex.com by Mr. [redacted]. in connection with a problem he experienced with the automatic shut off of a gas pump at the [redacted] GetGo which caused Mr. [redacted] to get gasoline on his car, his feet, and shoes.

This complaint was investigated by Ms. [redacted], Claims Administration Manager in the Giant Eagle Claims Department. Ms. [redacted] contacted Mr. [redacted] by phone and apologized to him for the accident. Ms. [redacted] was able to resolve the matter with Mr. [redacted] and agreed to send a Giant Eagle gift card in the amount of $100.00 to him as compensation for damage to his sandais. Mr. [redacted] told Ms. [redacted] that he was satisfied. I have enclosed a copy of the letter Ms. [redacted] sent to Mr. [redacted].

We are also sorry that the Team Member on duty did not offer assistance to Mr. [redacted], The Team Member will be retrained on the proper procedures for handling a customer complaint.

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: ON 01-28-2014 AT 4:50 A.M. AN EMPLOYEE REFUSED TO WAIT US BECAUSE MY DISABLED DAUGHTER BROUGHT HER SERVICE DOG INTO THE STORE. THE DOG HAD ON A FULL ACCESS SERVICE DOG VEST WITH ADA CARD AND A DOCTORS VALIDATION. [redacted] TOLD US TO LEAVE. THEN SHE CALLED MY DAUGHTER "A [redacted]: AND RAN INTO THE BACK ROOM SAYING I HATE PEOPLE LIKE HER. THERE WERE 2 OTHER EMPLOYEES THAT HEARD THIS. I INFORMED THE OTHER YOUNG BLACK FEMALE EMPLOYEE THAT I WAS MAKING MANY COMPLAINTS ABOUT THIS INCLUDING TO THE ADA. [redacted] CAME FROM THE BACK AND SAID I'M SORRY FOR CALLING YOU THAT YOU [redacted]. WE JUST LEFT THE STORE. THIS IS ALL CAUGHT ON STORE VIDEODesired Settlement: I WANT THE STORE TO EITHER SEND HER TO TRAINING OR FIRE HER!!!!!

Business

Response:

Attached please find Giant Eagle's response to Mr. [redacted] complaint.

Please call me if you have any questions or need more information.

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 dropped off my dry cleaning around Feb 20th, once it came back in I noticed that the shirt had not been pressed. I had them send it back to get it taken care of. When it came back from the cleaner the second time, it was only half pressed and there was a burn mark in the front of the shirt. We again sent it back. They said they repaired it and sent it back to the store again, this time they burned the other side, discolored it and broke the button. I was told by the store that I would be contacted about compensation. I was very nice about it told them the shirt was only $25 and was told a check would be mailed. Five days later I received a letter saying that they had repaired my shirt and there would be a $5 credit for me at the store. I took the letter in, they couldn't find the shirt. I waited another couple weeks and still have not received the check they told me they were sending three weeks ago. I have been nothing but nice about this but apparently nice doesn't work. I attempted to call the store the other day but was put on hold for 10 mins waiting for a manager, I finally gave up.Desired Settlement: I would like to be compensated for not only my damaged shirt but for the two months I've been waiting to get this resolved. There is no excuse for this to be dragged out for this length of time. I had left messages at the store to have someone contact me, no one has.

Business

Response:

This letter is in response to the complaint Ms. [redacted] submitted to the Revdex.com in connection wih the [redacted] in the [redacted] Giant Eagle. In investigating Ms. [redacted]'s complaint about the delay in reimbursing her for a damaged shirt, I spoke to Mr. [redacted]. Merchandising Manager - Service Center and Front End for Giant Eagle. Mr. [redacted] contacted [redacted] and was told the delay occurred because the claim was inadvertently mismarked. [redacted] confirmed to Mr. [redacted] that a check was mailed to Ms. [redacted] on April 16, 2015. We believe Ms. [redacted] should have received the check by now and that her complaint is resolved.I am enclosing the letter I am sending to Ms. [redacted]. If you have any questions please feel free to contact me.Very truly yours[redacted]Senior Paralegal

Review: I was until today, I frequent shopper of this store. I have had issues with their staff being disrespectful before and of products being not as advertised. Today was the worst and was totally unacceptable. But, I wouldn't be filing a complaint if they were just rude. They posted in their new area of the store that the avocados are 2 for 1.98 and that today they are buy one get one free. They refused to honor this stating that the avocados are normally 1.98 (I have bought many avocados at this store and never for that price) and are now half off. Avocados have been 2 for 3 dollars previously in my experience. But this is not what the sign says. They were very curt about it and refused to honor the advertised price.Desired Settlement: Honor the prices as you list them.

Business

Response:

This letter is in response to Ms. Sarah [redacted]’s complaint that Giant Eagle would not honor the

price listed in our ad for avocados. In investigating Ms. [redacted]'s complaint I spoke to Mr. [redacted]

[redacted], Store Leader at the Yorktown Giant Eagle. Mr. [redacted] explained to me that the price

of 1 avocado is regularly $ 1.99 each. As stated in the Giant Eagle ad (a copy of the relevant

page from the ad is attached), for the period from 3/6/2014 - 3/12/2014, avocados are on special:

Buy One Get One Free. Therefore, during this special, if a customer purchases 2 avocados the

cost is SI .98. A customer is not required to purchase 2 avocadoes to get the special price.

During the event. 1 avocado costs 99 cents and each additional avocado costs 99 cents each. We

apologize for any confusion for related to this pricing.

When I told Mr. [redacted] that Ms. [redacted] reported in her Revdex.com complaint that store personnel

have been curt to her, Mr. [redacted] said that he would like to personally apologize to Ms. [redacted]

and to give her a Giant Eagle gift card to thank her for bringing this to his attention. I am

enclosing a copy of the letter that I am sending to Ms. [redacted].

Please feel free to contact me if you have any questions.

Review: In October I went into [redacted] location made a purchase that would give me 3 $7 Steelers bucks the register did not print them. I was directed to customer service they said the could only go threw their customer care to get them. I did not want to do this because the same thing happened the last year but he assured me I would get them.after waiting about 4 weeks I called customer care they said they had writing # for me that's probably why I didn't get them last year.they said I would get in 10 days.2 weeks want I called customer care back they gave me lady in charge of that she was very nice called some company that prints them and said I would get in a couple of weeks.called back 3 weeks later lady in charge of this was on vacation the girl I talked to spoke to a supervisor she said I would have to call the company myself I asked too speak to the supervisor ,the girl came back on and said the supervisor said their was nothing she could do.I demanded to speak to her the phone wen dead I called back she said she hit wrong button.finally got to supervisor she was rude after long argument she said she would send me a gift card for both years $42 to no surprise I didn't get.you would think a company thissize would not fool with false advertisingDesired Settlement: $42 owed me

Business

Response:

Dear Ms. [redacted]

Attached please Giant Eagle's response to [redacted] complaint.

Please let me know if you have any questions.

Consumer

Response:

Review: Hello my name is [redacted] ive been shopping at giant eagle for several years never had I had a problem until I started shopping this giant eagle at [redacted] I can say the employees are very egnorant when it comes to dealing with the public im terminally ill an I suffer from cronic pain one of the resons I shop giant eagle was because of there electronic chairs im not able to walk a long distance the problem accured when a caucation man with a grey an green jacket started to harrasse me it started with hhim following me around the store it grew to my buggy being taken away from me when I go to reach for some thing ive contacted the manageger who was a black women with glasses an waves in her hair she stated that I took the buggy off the lot an I had a bunch of young peoplke riding up an down the street that was a lie the problem got worse after contacting the store mnanager then upon me comming in the store the young man who would take my buggy an follow me around the store told me I should be glad hes reporting me reporting me for what I thought then I called customer service they promised I would get a call from a[redacted] but she never called I got her cell phone number from customer service an every time I called her she would hang up in my face after finding out about what I was calling for [redacted] one of the store managers lied an claimed he spoke to me an resolved the problem that was a lie customer service keep refering me to the reginal manager [redacted] an ive explainded to them shes hanging up on me an not returnin my calls they still lie an say she would call me tommarrow well this has been going on a couple of weeks ive even emailed the ceo to no previl ive spoken to the coo he lied an said he would contact me later that day that never hasppenedDesired Settlement: the settle ment should be 500 dollars due to my inconvience if I get a attorney it would be much more due to the fact that I was discriminated against an they wount have to worry about me again after this thats fair thats way less than I have paid patronizing with them an they are still treating the customers like crap I should call news channel 8 they need to know of this activaty an im not the only one who experanced this type of service

Business

Response:

This letter is in response to the complaint submitted to your office by Ms. [redacted] regarding the motorized carts at the [redacted] Giant Eagle. In investigating Ms. [redacted]’complaint I spoke to Mr. [redacted], Store Leader for the [redacted] Giant Eagle. Mr. [redacted] explained that Ms. [redacted] has, on several occasions, driven the motorized cart off the Giant Eagle premises to the bus stop up the street. Mr, [redacted] has told Ms. [redacted] that she is not permitted to remove the carts from the Giant Eagle premises but Ms. [redacted] has continued to do so. Ms. [redacted] recently drove one of the motorized carts to the bus stop and left the cart at the stop. Kids got a hold of the cart and caused approximately $200 damage to the cart. We have many customers who rely on the motorized carts to do their shopping. If the carts are not in the store, or if they are damaged, it inconveniences other customers and costs the company money. Ms. [redacted] is welcome to use the motorized carts in the store. However, as Mr. [redacted] has explained to Ms. [redacted] previously, she is not permitted to remove the motorized carts from the Giant Eagle premises. Please note that Mr. [redacted] from the Giant Eagle Loss Prevention Department has tried to contact Ms. [redacted] by phone 3 times. Mr. [redacted] has left his number but has not received a call back from Ms. [redacted]. If Ms. [redacted] would like to discuss this matter any further I respectfully ask that she contact Mr. [redacted] at ###-###-####.

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.

[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,

Business

Response:

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.

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Review: I purchased a net 10 cell phone for $59.99 and a $30.00 net 10 minutes card on 5/15/14 under the guidance of giant eagles associate, salesperson, cashier, employee, whatever you would like to call her. She assured me the cell phone and minutes card would work together. When I got home I read the small print on the back of the cell phone box and it said the minutes cards are not compatible with that android phone they sold me. Within 2 hours I returned the unused minutes card and the unopened cell phone package to them and they said that they cannot give me a refund, that I should contact there customer service and they reassured me I would be granted a refund in no more than 2 or 3 days. After contacting there customer service it took 2 weeks for them to contact me back only to tell me they will not refund my moneys that I would have to contact Net 10 to get a refund which I did do and after being on the phone for 2 hours with Net 10 they said they cannot give me a refund that I would have to get it from the retailer (giant eagle) where I bought the phone. Needless to say Giant Eagle refused again. The week of Memorial Day I sent a letter to the CEO, [redacted], at the Giant Eagles headquarters office, Gamma Dr.,RIDC Park, Pittsburgh, Pa., It's been well over a month now that I've waited for a response and have not received one.Desired Settlement: I just want a refund for the total amount of $97.39 that I spent.

Business

Response:

Attached please find Giant Eagle's response to the complaint submitted by [redacted]

Please feel free to call me if you have any questions.

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.