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Giant Food Stores complaint: Terrible customer service

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Filed 8 Mar 2021 by Ana

I have been picking up my groceries at the Wynnewood Giant for several months. I am a good customer and buy about $100 every week. Today I got my text as usual that my order would be ready at 3:00 PM, When I got to the store I called their customer service to let them know I was there for my pick up. The rep called Courtney kept me waiting for about five minutes. Came every 90 seconds or so and told me to hold on for a second. Finally she passed me over to Amber who told me the peapod truck had not arrived and they could do nothing for me. That I needed to call peapod directly and they didn’t have the number. After a few minutes another lady came out and said to call the number on the email they sent. By this time there were five cars waiting for pick up. I called that number and the girl who answered told me I should call the Wynnewood Customer Service number. You can imagine how that made me feel, she said she would call them herself, to wait. After a few minutes she came back and said the truck wasn’t coming today and they would give us a call and a date and time for pick up. I said that was not acceptable and I just wanted the order cancelled and a refund issued. She said the refund would take about five days. I said that was fine as long as it went through. The whole thing took almost an hour. Totally wasted time.

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1 comment

  1. Geoff

    I want to complain about the customer service I got from both the local store in Newport, Pa and the corporate office at 888-814-4268. I first called the local store (Newport, Pa) to ask about a Giant brand product that is no longer stocked at that store. The product is Giant brand sugar free chocolate syrup. The lady's name I spoke to was Deb. She said if it's not on the shelf I don't know any more than that. I asked if she could tell me if it was still being produced and she told me I would have to call the corporate office. I asked why can't you do that for me and she in a very bothered voice "Because I'm busy"! What the hell kind of customer service is that?
    Then I called the corporate office and got a woman but I can't remember her name and all she did was try to push me back to the local store.She said she has no way of knowing what they stock. That wasn't the question. I said can you at least tell me if the product is still being produced and she said I would have no way of knowing that you'll have to talk to the local store. Then I said "but your the corporate office for goodness sake" and in a very mocking tone she said "and you're the customer for goodness sake". What kind of customer relations skills are they teaching these idiots? I spent 35 years in the service industry as a manager for a fortune 500 company. MY answer to this kind of issue was ALWAYS "I don't know, but I will find out and call you back". These idiots didn't want to be bothered. I'm going to tell this story every chance I get both word of mouth and online.

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