Giant Food — Local services in Spotsylvania Courthouse

I am writing to formally file a complaint regarding an incident that occurred at your 9/16/25 Giant supermarket. My in-laws , who were visiting from New York City to assist me while I was ill, went to your store to purchase groceries. After selecting their items and placing them on the checkout belt, they experienced unacceptable and discriminatory treatment by your staff. Without attempting to process their payment, the cashier immediately denied their New York EBT card, stating, “That is a New York EBT card, you cannot use it here.” This statement is incorrect, as SNAP/EBT is a federal program, and benefits are valid across all states. When the cashier saw the card, she called another associate for assistance. That associate questioned my mother-in-law in an unnecessarily aggressive manner, repeatedly asking, “Is this food? Is this food?” even though the belt clearly contained only food items. My mother-in-law, who has a language barrier, was left humiliated, disrespected, and emotionally distressed. I then spoke with two managers. The first manager, a female, insisted that New York EBT cards could not be used at your store. The second, the store manager himself, stated the same. Both were incorrect. My parents visit me monthly and have successfully used their New York EBT card at this same store without issue in the past. The only difference this time was that the cashier handled the card instead of allowing them to swipe it themselves. This incident reflects not only a lack of training and professionalism, but also discriminatory and racist behavior. A true customer service representative would have gone above and beyond to assist by saying, “Let me see how I can help you,” instead of refusing service and embarrassing my family. As a result, my parents were forced to leave and shop elsewhere, where their EBT card was accepted without issue. This situation was degrading, unjust, and preventable. I request that this incident be investigated promptly, that your staff and management receive immediate training regarding EBT/SNAP policies and customer service standards, and that corrective action be taken to ensure no other customer experiences such mistreatment. Please confirm receipt of this complaint and advise me on the steps Giant will take to address...

I usually have a pretty bland experience at giant.... Which is good. I go in, get my stuff, and get out. Prices are pretty good especially when they have a sale.

The reason I docked them this time was because after covid started getting bigger and places started implementing rules to shop.

They are good about requiring masks and have areas taped on the floor to help the flow of people and help them stay 6ft apart.

What I don't like is I used to go there and an employee would ask if I needed a small or large cart. From there they would wipe down a cart before handing it to me.

The last two times I have been there (including this one) the carts are just packed in their groups. I have no idea if they have been wiped down and there is no sign.

So my disappointment is they have started getting lax on covid which I have seen other places. But when my food is going into a cart, I like to know they have wiped down the carts. Maybe they have but their is no sign indicating that they have.

Also in self checkout when someone finishes, they used to wipe the area down. I mean they have two or three people sitting there to help people. I think they can spare one person for a few seconds to wipe down the scanning area and the credit pad.

I did go to Publix a week ago and they are still on point with everything.

The only way to beat this thing is for people to continue being proactive. Not do a good job for a couple of weeks and then slack off.

I can report everyone was wearing masks so at least they are still enforcing that, but based on the above I will drive the extra 5 minutes to Publix for the...

The day before Christmas, wanting to have a special dinner for my family. Spent about an hour in the store and was excited with the sale and all its savings. I was prepared before coming in with my digital coupons on my app and got to self checkout and only one digital coupon worked out of many. The young man servicing that area went to retrieve a manager who showed up promptly. He look at the screen and then my phone that showed the clipped coupons and said he couldn’t help me. He went to the service desk to have someone else assist. I was then directed to bring my groceries to the service desk for further investigation only to be told that I needed to come back another day and that the sale goes on for two more days. I responded that that doesn’t help me out today. Then I was told that I can call the customer service number if I wanted help. I told the lady that all she had to do was manually change the prices and all was good. She said she was not allowed and can’t help me. Lost sale. I drive across town, in the opposite direction of my home to another Giants and their coupon system didn’t work either. A manager was requested and minutes later, prices were manually changed to the sale prices and all was happy. Thanks Eagle Village Giants for taking care of...