Giant Food Stores complaint: Numerous issues with card

I am an assistant to the individuals at Pheasant Hill Community in Linglestown and I help them with shopping online. I would like to recommend Giant Food Stores for that purpose. There are more than 200 people here. What I went through today gives me pause.
I am trying to help an individual shop. It took 30 minutes and we were all done, but I couldn’t get past the Giant Card . The online ordering system said that the account already exists. She doesn’t remember her old password, so we logged out and tried to get a password reset. They never sent the password reset.
If you log in to her account: Janice S. Crouse, [email protected] 4400 Pheasant Hill Rd., Apt 83, Harrisburg Pa 17110, phone: 717-602-3064, you will see her cart filled with groceries.
All she wants is her groceries–she doesn’t care about using her giant card at this point.
Why is this so difficult?
We called customer service and calls were dropped three times and we keep getting transferred around.
Can you help her?
As a freelance writer, I write about your company and I’m so frustrated at this point that I’m rethinking that issue too.
Stephanie Kalina-Metzger
717-233-2426