Complaints

This profile includes complaints for Shaw's's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Shaw's

  PO Box 20 Boise, ID 83726

• 

  Shaws

  68 Stafford St. Worcester, MA 01603

• 

  Shaw's Supermarket

  1175 Main St Leominster, MA 01510-1130

• 

  Shaw's Supermarkets, Inc.

  14 W Boylston Dr Worcester, MA 01606-2763

• 

  Shaw's Supermarket

  25 Watertower Plaza Leominster, MA 01453

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/25/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6th, 2025 I placed a Shaw's drive up and go order for a pickup time of 4PM. At 4:36PM the order was placed in my car. At 5:01 PM I called the store as I was missing 19 items of my order. I spoke with the store associate who stated they had missed multiple bags of my order and that they would issue me a refund for the total amount of the 19 items not provided. That day I received an email saying my refund was pending. On April 7, I received an email stating my refund was rejected and did not qualify for a refund. I then received a separate email saying my refund was being processed but had to first be declined due to the dollar amount and the store had to review and that I would have my money in 5-7 business days. On 4/14 I called the customer service number provided in the email for a follow up on the status of my refund. The automated line told me that my refund was approved, and the funds were sent, and I would receive them in 5-7 business days. On April 18, 2025, I again called the customer service number, and this time spoke with an individual who stated my claim was approved but an issue happened, and the refund was not sent. I was on the call for 18 minutes with this person who then stated my refund was now issued and I should have the funds early next week. It is now April 25, 2025, and I still have not received my refund or any further communication from Shwas. Who from the very first day admitted they did not provide my items. This is theft and very poor customer service. I am asking for my money to be refunded, including the fees for the bags they charged me in which I did not receive. The claim number provided on April 18 is ********. Attached are copies of the phone calls to the Springfield Shaw's and the customer service numbers as well as the emails noted above.

  Business Response

  Date: 04/26/2025

  Greetings *****, 
  
  We appreciate that you have contacted us about the refund you requested for order 121859052.
  
  We investigated what happened to your order. Based on our investigation, we found that the refund you requested online was rejected because it exceeded the system's automatic threshold and was escalated for further review. That being said, a refund amount of $250.45 was processed. This amount covers the $59.17 requested refund and an additional amount due to the inconvenience of this situation, for which we apologize.
  
  This refund will take 5-7 business days to be credited back to your original form of payment. You may contact your bank to find out when the refund will show up, as this varies between financial institutions.
  
  *******
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Location : Shaws **********************************, ************* Date: Apr 03, 2025 08:30 AM approx Description:I purchased grocery at this Shaws. The bill on the screen was 56$ approx. First Crime Committed by Shaws Cashier:At the checkout counter, the cashier scanned all items, no problems showed up with software system and screens. I tried paying by cash and the cashier clicked wrong buttons on the screen (he said it) and I was told to use credit card and not cash as cash will not be accepted. This is first crime, forcing a customer to choose one particular mode of payment while the other mode of payment was legal as well and both modes of payments are accepted by the vendor.Second Crime Committed by Shaws Cashier:I tried using credit card and was told this is not acceptable as well as there is problem with machine/system. Meanwhile the balance on the screen suddenly dropped from 56$ to 50$ approx. Changing the transactions and falsifying the number of items purchased is the second crime. And this was done after scanning the items.Third Crime Committed by Shaws Cashier:As the line behind me was piling up, I offered to pay cash once again ( as credit card machine wasnt working) and the cashier took the cash and I left without the system giving me a receipt. At this point how would I verify to anyone that I actually purchased these and not shoplifted them. The cashier had put me on a wrong spot.

  Business Response

  Date: 04/03/2025

  Greetings ***** ********:
  
  Thank you for bringing this matter to our attention. We deeply regret the frustration you experienced during your recent visit to Shaws in ******, *************. Please know that we take your concerns very seriously, and we are committed to investigating this issue thoroughly.
  
  To help us address this properly, could you kindly confirm the exact address of the Shaws location where the incident occurred? This will allow us to investigate the situation more accurately.
  
  We understand the confusion caused by the cashiers actions, and we assure you that appropriate steps will be taken to address the issues youve raised. Our goal is to regain your trust, and we are committed to making the necessary improvements to ensure a better shopping experience.
  
  If you would prefer no further contact from us, we respect your wishes and will proceed with our investigation accordingly.
  
  Thank you for your understanding, and we look forward to resolving this matter.
   
  Sincerely,
  ******
  Customer Support Center
  Case: ********

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23156530
  
  I am rejecting this response because:
  

  Respected Madam

  I am sending you a pic of the address and store where this incident happened.

  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/10/2025

  Greetings ***** ********:
  
  Thank you for providing the store information. Weve forwarded the details to the appropriate team and will continue our investigation.
  
  Thank you for your time and patience. 
  
  Sincerely,
  ******
  Customer Support Center
  Case: ********
  

• Initial Complaint

  Date:03/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a very ********** customer and I routinely shop at the local Shaws on ************** in **********, ************* I routinely buy meats that have been marked down by 50%. On several occasions, I have witnessed the Shaws employees fraudulently removing the existing price tags from the meats and marking them double of what they originally were and then putting a 50% off sticker on the package. This basically means there is no savings at all, since they fraudulently marked up the price. This is a blatant scam. I go into the Shaws store every day and Ive seen this happen on a couple of occasions now, and when I called out the clerk on this and asked why are you marking up the price of the-meat just to put it a 50% off sticker on it he walked away from me with no answer. This is blatant theft and deception. I would like an explanation as to why this is happening thank you.

  Business Response

  Date: 03/24/2025

  Greetings ** ********:
   
  Thank you for reaching out regarding your concern about pricing adjustments on marked-down meat products at Shaws on ************** in **********, **. We appreciate you bringing this to our attention and understand the importance of pricing transparency.
   
  We take customer concerns seriously and have escalated this matter to the appropriate store leadership for review. Our team is committed to ensuring fair pricing practices and will address this issue internally.
   
  We have noted your concern, and you will be receiving a call from the store management team at the ************** location in ********** for a follow-up on this matter.
   
  We appreciate your feedback and the opportunity to improve your shopping experience.
   
  Sincerely,
  ******
  Customer Support Center
  Case ID: ********

• Initial Complaint

  Date:03/06/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/6/25 Purchase made at 8:28am. Purchase includes RM MAINE ITAL SUB and the ingredients are spoiled. Its an Italian sub: the ham was smelled spoiled and was slimey. The tomatoes were clear in color and liquid in texture. The cheese was fluid/pastry in texture. The bread was stale: hard and chewey. Not my first bad experience-but a first to say something. All the prepared foods sellable, expire the day of expiration. I expect (because they expire before the expiration date) that there is unsafe food handling involved. Is this particular store exempt from proper food prep, handling and storage temperatures?

  Business Response

  Date: 03/11/2025

  Greetings ******* *********:
  
  Thank you for sharing your concerns regarding your recent experiences. We sincerely apologize for the condition of the *** MAINE ITAL SUB" you purchased. The issue you described, including spoiled ingredients and poor quality, are not acceptable and we take your feedback seriously. 
  
  We are committed to providing safe, high-quality food and take food safety and proper handling very seriously. We have  escalated your concerns to our management team for further investigation, as it is our priority to ensure all food items are properly prepared, handled, and stored according to safety standards. 
  
  As a gesture of goodwill, we have provided a $15 credit to your account. We appreciate your understanding and thank you for bringing this to our attention. 
  
  
  Thank you,
  ****
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 03/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed a Shaws delivery order on January 27, 2025 as I have done many times. On this particular order (Number ********) I received a text message saying my dog was barking and they left my groceries on the steps. I immediately texted the driver stating that I do not have a dog and as the instructions stated this was a school and I did not receive them.. I got no response and tried texting one more time, again nothing. I immediately went in to my account and requested a refund this was again on 1/27/2025. I also reached out to the company via email. The initial reply stated that my refund would be given in 5-7 days. Then two days later I received another email saying the refund was denied. So I contacted them with the text messages sent by the driver and myself and the timeline of me cancelling. I received another reply stating they would expedite the refund. It has been ************************************************* a reply to my request for an udpate.

  Business Response

  Date: 02/26/2025

  Greetings ****** Robitalle:
  
  We appreciate you reaching out to us to check the status of your refund. Upon checking, the refund was submitted on the 14th of February, and the amount of $184.38 will reflect back within 5-7 business days from the 14th. The amount should be refunded by February 25th. 
  
  If you encounter any issues or have concerns about the refund, please do not hesitate to contact ************.
  
  Thank you,
  
  
  ****
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22922042
  
  I am rejecting this response because:

  The refund still has not occurred.  This is over a month old at this point and I continue to be told it is processing yet nothing has occurred as they keep saying.

  
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 03/06/2025

  Greetings ****** **********:
  
  We would like to inform you that the refund has been approved on our end as of March 4th. We have also contacted the store, and they have processed it on their side. Please allow an additional 5-7 business days from March 4th for the refund to reflect on your payment method.
  
  Thank you,
  
  
  ****
  Customer Support Center
  Case ID: ********

  Customer Answer

  Date: 03/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Shaws in ****, ME, is, without a doubt, the worst grocery store Ive ever shopped at. My husband and I have used the grocery pickup service daily for several years, and every single day, theres an issue. The app crashes frequently, making it unreliable. Nearly every day, were told an item we ordered is out of stock or needs to be substituted. Almost every time, like clockwork, the suggested substitution is an upcharge. For example, I regularly buy a box of coffee for $15, and Im often told its unavailable with the replacement suggestion being a $30 item. Yet, every time my husband goes into the store to double-check, he almost always finds the original item on the shelves. This gives the impression that employees are cutting corners, and the upcharges are suspicious.The pickup service is consistently late, and the convenience is negated by my husband having to go into the store almost daily to finish our shopping. Weve repeatedly called to address these issues, but nothing has changed.On top of that, my clipped rewards often fail to apply, forcing me to pay full price for deals Ive already activated. Multiple times, my account has lost over ***** saved points, requiring tedious calls to customer service to have them reinstated. Perhaps the most concerning issue is the stores lack of attention to expiration dates. Ive received expired food on numerous occasionsprobably ***** times. Once, I purchased a pie that had expired two years prior. Two YEARS. Another time, I unknowingly sent expired applesauce to my childs school as a class snack. The thought that it could have made an entire classroom sick was horrifying. While the store offered a $25 gift card as an apology, it doesnt come close to addressing the seriousness of the situation.I strongly urge Shaws to conduct an internal investigation into this locations management and practices. The frequency and severity of these issues point to systemic problems that require immediate attention.

  Business Response

  Date: 01/13/2025

  Greetings ****** ******: 
  
  We appreciate you sharing your concerns and sincerely apologize for any inconvenience this may have caused you. 
  
  We shared this with our team, and they informed us that they contacted you directly to discuss your concerns.
  
  If there is anything else we can help you with, please feel free to reply here or call our *********************** at ************. 
  
  Thank you. 
  
  ******** *. 
  Customer Support Team
  ********

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a Purchase on 8/27/2024 at 11:34am for ****** Lite because the 8/23/24 store flyer offered a $5 rebate. Offer expired on 8/29/2024. They are refusing to pay the rebate. Store #****. Ref #************. Auth# *******P. Made another Purchase on 8/31/2024 at 9:29am for ****** Lite because the 8/30 store flyer offered a $10 rebate. Offer expires 9/5/2024. Store#****. Ref#************. Auth#********. They are refusing to pay that rebate also. I have spoken with them but they are still refusing to pay. This is false advertising. I spoke with a ******** and my case number is #********. Their **************** phone number is **************.

  Business Response

  Date: 09/20/2024

  To whom this may concern: 

  We appreciate the opportunity to address the customers' concerns.

  We have left a voicemail for this customer, apologizing for the issues he has experienced with the ****** Lite $5 Rebate and letting the customer know we will be sending out a gift card for it.

  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Thank you,
  
  Aryssa
  ***********************
  Case ID: ********

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered Drive ******* ordered on Friday, 8/16/2024 with an estimated total of $126.45 with the caveat that any substitutions or out of stock items would reasonably alter final amount charged. Once the checkout button was hit the estimated total jumped up to $149.06. Upon looking at the charge breakdown it was noticed that ************* and Rewards redemption dollars were unapplied from the authorized total. I immediately phoned the ************** location and they assured me that there was a glitch on the app that morning and they were working to resolve. They confirmed the app was removing sale and rewards pricing. I was assured that it was actively being troubleshooted and I would receive a credit back in 3-5 business days in addition to a $5 store credit for the inconvenience. The final amount charged to my card after out of stock and substitutions was $140.82 and the final receipt did not reflect those For U sale and rewards savings pricing. 3 business days later, I receive a credit of $2.85. I contacted the store again and was told management was not in. A call back has still not been received.

  Business Response

  Date: 08/21/2024

  Greetings *******************************:
  
  We appreciate you taking the time to share your experience with us, and we sincerely apologize for any inconvenience caused by this incident. 
  
  We have submitted a refund of $14.37 back to your account. Please allow 3-5 business to see that credit back. Additionally, we added a $5 credit to your account that you can use on your next order. 
  
  If you have any other concerns, please reply or call our *********************** at  ************. We are available from 6 AM - 10 PM MST. 
  
  Thank you, 
  
  ******************
  Customer Support Team
  ********

  Customer Answer

  Date: 08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For some reason I have two accounts with them. I have requested SEVERAL Times now that the unwanted second account be deleted and yet it's STILL there. I have tried to do it on their useless app, but due to their incompetence, it requires one more step, a confirmation email, and the idiots never send one.

  Business Response

  Date: 08/08/2024

  Hello *******************************: 

  We thank you for reaching out and apologize for the frustration this has caused you. 

  After review of the account linked to the Club Card number and phone number you provided, we are able to confirm that it is inactive as of August 5th, 2024.

  If you have any other questions or concerns, please reply here or contact our *********************** at ************.
  
  Aryssa
  ***********************
  Case ID: ********

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22097863
  
  I am rejecting this response because: Though the account is deactivated, I stil can not use the cell phone number from that deactivated account with my active account because it still exists.  I need the old account deleted
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/20/2024

  Greetings *******************************:
  
  We appreciate you taking the time to share your concerns with us, and we sincerely apologize for the issues you have been experiencing and any inconvenience this has caused you. 
  
  We have opened a ticket with our IT team to get the account removed so you can use the number again if you choose. Once we have heard back, we will email you with an update. 
  
  Should you have any other questions or concerns in the meantime please don't hesitate to reply or contact our *********************** at ************ and reference case number - 12536602. 
  
  We are available Monday - Sunday from 6 AM to 10 PM MST. 
  
  Thank you, 
  
  ******************
  Customer Support Team
  ********

  Customer Answer

  Date: 08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Throughout several transactions over the last few months I have noticed Shaws cans of beans are having smaller amounts of beans within the can. This cannot be on accident. This is widespread and I have also noticed it at other grocery stores. I believe this is a form of shrinkflation and theft of customers. For example, the net ounces on the can is 29 and I weighed the contents and it is only *****. The can was almost half empty. I almost guarantee this is a sneaky way for them to cut costs and s**** over their hardworking customers.

  Business Response

  Date: 07/30/2024

  Greetings *************************************:
  
  We are sorry to hear you have not been satisfied with our Signature Select Black Beans, and we apologize for any inconvenience this may have caused you. 
  
  We have submitted your concerns to our vendor for review, and once they have looked into this issue further, they will contact you directly via the email or phone number you provided. In addition, we have added a $3 credit to your loyalty account that will automatically be redeemed the next time you shop. You will see it on your receipt under the savings summary; it will say **************** Credit. 
  
  In the meantime, if there is anything else we can help you with, reply here or call our *********************** at ************. We are available from 6 AM - 10 PM MST, Monday - Sunday. 
  
  Thank you, 
  
  ******************
  Customer Support 
  ********