Giant Eagle Supermarket — Local services in Austintown

Dear Giant Eagle Owners,

I hope this letter finds you well. As a loyal customer of Giant Eagle, I have always appreciated the quality products and convenience your stores offer. However, I feel compelled to share a heartfelt concern that has deeply saddened me.

In my recent visits to various Giant Eagle locations, I have noticed a significant decline in the level of customer service. It deeply saddens me to recount the incidents that have left me feeling unvalued and disheartened. The disrespectful and unfriendly behavior of a considerable number of your employees has cast a shadow on the store's reputation.

During a recent visit to the meat counter at my home store (5220 Mahoning Ave, Youngstown, OH 44515), I encountered two individuals who appeared uninterested in assisting customers. One employee, named Shawn, displayed a slow response and an unpleasant demeanor. He seemed disengaged and even made offensive remarks. Despite my efforts to remain composed, I felt increasingly frustrated and disappointed.

Throughout my visit, it became apparent that the negative behavior extended beyond Shawn. The lack of basic courtesy, greetings, and simple courtesies like a thank you or wishing customers a good day did not go unnoticed. I found it disheartening that I was the only customer present, and yet no one seemed eager to serve me.

This experience compelled me to abandon my 45-minute shopping cart filled with over $250 worth of items. I was left feeling unheard and unvalued as a customer. When I expressed my concerns to staff members, their apathetic responses only worsened the situation.

I must emphasize that Shawn and his female coworker were prime examples of employees who can drive customers away. Their behavior reflects an unhealthy atmosphere and a lack of respect for customers. It is disheartening to feel as though the store belongs to the employees rather than valuing the customers who support the business.

Regrettably, if this is the value that your store places on customer service, I am forced to inform you that I will no longer be setting foot in a Giant Eagle store. I refuse to subject myself to repeated disappointments and mistreatment.

I implore you to reflect on the importance of hiring individuals who embody the values of respect, kindness, and genuine care for customers. As Romans 12:10 states, we are called to love one another and honor each other above ourselves. This principle should extend to the workplace, fostering an environment where both employees and customers feel valued and respected.

I sincerely hope that this heartfelt message will resonate with you and motivate positive change in how customer service is perceived and practiced at Giant Eagle. I wish you success in creating a warm and welcoming environment for all who choose to shop at your stores.

With a heavy heart yet hopeful...

I called the Austintown BAKERY a week ago today and spoke to Debbie about them making me an entire RAINBOW CAKE with the 6 separate primary color layers, like the individual slices of Rainbow Cake they sell in small containers to the right of the Deli area. Debbie stated that they could make it, and to call back on Tuesday, if I wanted the cake ready on Wednesday for my grandchild's 4th BIRTHDAY. I called to place my order this morning, and not only was Debbie not working today, another bakery employee had no idea what I was requesting and had to ask the bakery manager to speak with me. Sherri, the bakery manager, told me they COULD NOT make the rainbow cake I was requesting. She then explained the slices of rainbow cakes by the deli area are delivered to the store pre-sliced and they put the slices into containers to sell them. I asked if I could purchase a whole pre-sliced round rainbow cake and she stated they COULD NOT sell me that either. She then added that they could make a swirled rainbow cake, instead. Sherri stated that Debbie must have "misunderstood" what I was requesting. When I spoke to Debbie a week ago she understood exactly what I wanted and stated that they could make my specific request. The BAKERY EMPLOYEES should know what they CAN and CANNOT provide for customers when they answer the phone for orders!! Although, I can appreciate the bakery manager trying to resolve the problem with another option, the other employees were unprofessional...

Ordered curbside pickup at about 11:30am about 10 small items, order was not ready till 7:30pm. I'm disabled. App said that my EBT payment would be taken by the associate upon bringing my groceries to my vehicle. When the associate came, he said that I would have to come inside to process my payment because they do not take EBT for curbside even though the website and app has a box to check for EBT payments. When I go to follow the associate inside, my groceries were on the cart that they use to carry them out, he wanted to leave my groceries in the parking lot, right by the bumper of my vehicle. I asked him if he could at least load them into my vehicle, he told me that he couldn't because they hadn't been paid for. I said, so, you're gonna leave them sitting in the parking lot for someone to tamper with or take them? After convincing him to put the groceries in my vehicle, since I was going in the store WITH him, that the items were not going to be stolen by me, or anyone else. He was pretty much clueless about how to do his job. Upon entering the store, it took him about 10 minutes to process my payment. I asked for a manager, and when he came I explained what was going on, and he was just as clueless, and basically shrugged his shoulders as if to say what do you want me to do about it. I WILL be calling their corporate offices come Monday morning. Worst experience ever! Good customer service is pretty much...