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Business Profile

Grocery Store

Stop & Shop Supermarket Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

This profile includes complaints for Stop & Shop Supermarket Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Stop & Shop Supermarket Company has 78 locations, listed below.

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    Customer Complaints Summary

    • 213 total complaints in the last 3 years.
    • 80 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased (2) pkgs of zucchini and BOTH packages contained rotted produce. This is NOT the first time I have purchased rotted or rotting produce found (hidden/not visible without opening) in a container from this store. I have photos of the produce, the packaging it came in, and my receipt! It appears, adding rotted or rotting produce to containers as a means of "hiding/salvaging" rotted/rotting food that is otherwise unsellable/unsafe to consume is a COMMON PRACTICE at this location. It should be noted, I had the same issue when I purchased Strawberries on a separate occasion from Stop & Shop. Hidden in the container within the "good" strawberries, were moldy/rotted strawberries. Aside from how wildly expensive it is to purchase groceries, THIS ALSO PRESENTS A HEALTH HAZARD. I respectfully request a disposition for this complaint.Thank you for your time, attention, and presumed intervention.Respectfully submitted,******** ******** ************

      Business Response

      Date: 06/27/2025

      On June 27, 2025, our Assistant Store Manager, ****** ******, spoke with the customer to address concerns related to a recent purchase. During the conversation, ****** acknowledged the issue and assured the customer that we are taking steps to resolve the matter. She is mailing the customer a gift card for her purchase and inconvenience. We apologize for any frustration caused and we are committed to reaching a resolution.

    • Initial Complaint

      Date:06/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 went shopping at Stop & Shop in ********************************* and found a lot of expired products!

      Business Response

      Date: 06/23/2025

      Our store management team reached out to the customer via phone on 6/21/25 and and will attempt to contact the customer again. We are committed to resolving this issue and apologize for any frustration this may have caused.

      Customer Answer

      Date: 06/23/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ********* ****

    • Initial Complaint

      Date:06/10/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 06/05/2025 I inserted three $20 bills ( $60 ) all at once into the self check out at the stop and shop in ******* and the register only credited my transaction for one bill. They were not kicked or spit back out by the machine ( so now $40 of my money was stuck inside the machine) I immediately notified staff and the front end manager opened the machine and could not perform an audit as the book keeper had already gone home. She then told me to call the book keeper in the morning and transferred the transaction to a different register where I used a credit card so that I could leave with my purchase in hope that in the morning my money would be found. The following morning I called the store to speak with the book keeper who continued to speak over me and my concerns and then told me that she would be unable to audit the register until the following Monday morning. On Monday 06/09/25 I called the store to ask about my money ( not knowing how many times this particular machine had been reset in the past 3 to 4 days ) and was told by the book keeper that I'm wrong the machine was 3c short. So I drove to the store and spoke with the store manager who knew of my concerns and said they would contact security to look at the cameras. I don't believe that this will ever happen. They stole my money or its stuck inside the mechanics of the machine somewhere. It's now Tuesday and no one has called. I don't know if I should file a police report for missing money. I was with my daughter in law and both of us witnessed me inserting the three bills simultaneously into the machine and only being credited for one of them,

    • Initial Complaint

      Date:06/07/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Please issue a full refund of $13.86 for the go pass membership since my account is deactivated and the monthly service was set to renew. Please also cancel/delete my account here as well as credit card and personal information stored on this site, as I will no longer be using this service. I emailed customer service but they haven't fixed this.

      Business Response

      Date: 06/18/2025

      In reviewing the accounts under this name, we have confirmed previous credits issued as requested for the Go Pass however the terms agreed to state "Once you use your Delivery and Pickup Subscription it is non-refundable."  The previous refunds were made in exception and good faith however based on our records, multiple accounts have been opened and utilized with the same reports being made about not being refunded for the pass.  No further refunds will be issued since the service was used after activation. Based on multiple claims and refunds applied, we have closed all accounts based on our Terms of Service and notified the customer via email on 6/11/2025.

      Customer Answer

      Date: 06/19/2025

      The first account I requested to be deleted and they sent me an email saying they deleted it (I also deleted my email, so had no way to access that account anymore.) At a later time I signed up and there was a glitch causing my account to deactivate as soon as an order was place (so the company refused to issue the full refund for the 2nd account issue) I requested for this account to be deleted too since there was a glitch. I tried signing up again in hope it would fix the error and customer service told me they fixed my account and it was all set for ordering, but as soon as I paid for a full membership again the same issue occurred. So they charged my card $13.86 once again, for a service I couldn't even log in to use. **************** was of no help, the managers were rude and told employees to ignore my emails since they didn't care to fix anything. I will never shop at this store again, unprofessional managers and terrible customer service. 

    • Initial Complaint

      Date:05/31/2025

      Type:Product Issues
      Status:
      Answered
      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 transaction occured May 30, 2025 at pharmacy. I picked up prescription and realized after I paid for it they were vitamins. I asked the *** why my insurance didn't pay for it and she said it does not pay for vitamins. I had vitamin B charged 5 years ago and my insurance paid for it but she already charged me. I never opened up the package and checked my grocery's out at the grocery counter. Ten minutes later, I went to the pharmacy because I thought about it and did not want the items. I wanted to get a refund because I did not touch the bottles of vitamins and did not open the package which was stapled. The pharmacist refused to give me the refund and he said it is a law, once over the counter and paid for prescriptions no return. I said I didn't even open the bag with the staple and receipts and he said you could have opened the package and stapled it again and it is a state law that you cannot be refunded. First of all, I believe my insurance covers the vitamins as it has in the past and I have bought these items from the shelf. I don't want them and I did not touch them in the ten minutes that went buy since the purchase. And I looked it up and it is not a state law but up to the pharmacy and in this case, since I am a good customer, I believe they should refund me and take the untouched and unopened package back. I have yet to call my insurance company to see if indeed the product is covered money wise by my insurance. I am a little upset at what I considered poor customer service. I could not have touched the product in ten minutes. I showed the pharmacist an unopened prescription bag with the staple still in it. I want a refund. Stop and Shop Pharmacy Store 705 and Address **********************************************. I do not have a scanner so I could not upload the receipt. I have it in hard copy form

      Business Response

      Date: 06/09/2025

      The store management team contacted the customer directly to work with them and address their concerns.

    • Initial Complaint

      Date:05/15/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      POOR SELECTION OF GOODS. You used to have a better selection here. The past few months when I try to order, I order some stuff here but the remainder of my items are placed through Instacart and I use Market Basket. Their selection is definitely much better than yours. For three months now, you are OUT OF: Green bananas, Macintosh Apples, ******* House raisin sauce (bad marketing for Easter last month), ****** and ********* cocktail sauce, red cherries, green grapes, tiny shrimp in cans (Market Basket had them for $2.00 a can and you have had NOTHING). There are so many other items you fail to provide for the consumer. Shame on you. Now, I cannot get my rewards to work and this *****. SO, I will place my order because you have fabulous drivers but the other 60 percent of this order will be attached to my neighbors Instacard. Your logistics and inventory are not good any more and you must be losing money like h*** Many of us buy the majority of our items other stores as their stock puts your near the bottom of the list.

      Business Response

      Date: 05/17/2025

      Left 2 voicemails for customer explaining we value her feedback and have forwarded her experience with item availability and out of stock items on the website. Issued coupon to customer via email for inconvenience and to call us back if further assistance is needed.

    • Initial Complaint

      Date:05/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 went to the stop and shop store in ***************** last saturday May 10, 2025, I proceeded to the deli counter and there was one person in front of me . after he was served there was 2 deli workers who were talking to each other and doing other things and did not even knowledge my presence just kept complaining. I walked away and went to the service desk and asked to speak with the manager. the young is was like what do you want to speak with him for . I advised him it was a private matter. The manager finally comes out he was a medium height bald african man with glasses. he proceeded to talk to his employees and then decided to talk to me from a distance. advised him that i did not want to scream my issue and he moved a little bit not alot just enough so his other employee can fist pump him. he truly was VERY UNPROFESSIONAL AND COULD CARE LESS ABOUT WHAT HAPPENED . HE WAS VERY FAKE WITH HIS FAKE SMILE AND H ES LIKE ILL TALK TO THEM . YEAH OK, HE COULD CARE LESS, THIS SUPERMARKED IT UNPROFESSIONAL AND THE DIRTY. THIS IS HOW WE TREAT OUR CUSTOMERS THEY WAY PRICES AND THINGS ARE TODAY. I WILL NEVER GO BACK THERE . THIS IS VERY POOR BEHAVIOR AND VERY UNPROFESSIONAL

      Business Response

      Date: 05/23/2025

      We sincerely apologize for the customer's experience and appreciate them bringing this matter to our attention. We take all feedback seriously and are addressing this concern internally to ensure appropriate service standards are upheld moving forward.

    • Initial Complaint

      Date:05/13/2025

      Type:Product Issues
      Status:
      Answered
      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 May 5, 2025 I purchased groceries at the Stop&Shop on ********************* in ************. The cashier stated she did not see the transaction go through and asked that I insert my card again, which I did. Several days later I checked my checking account and the transaction had processed through my account twice, debiting my checking account twice for the same amount and showing the same transaction number for the amount of $72.20. I took my bank statement to the store, showed the transaction to the customer service store manager and she stated it could take up to a month for them to review this and get back to me, from their corporate office. Clearly the mistake showed on the statement and there is no statement on the Stop and Shop card or website that states when they make an error it can take up to a month or more to refund my money. This is totally unreasonable, they posted the transaction twice to my bank account, withdrew the funds and are now stating they have to have over a month to review the situation before getting back to me.

      Business Response

      Date: 05/15/2025

      We apologize for any inconvenience or frustration this caused. Unfortunately, this was due to the global issues with *********** down on 5/3. The customer came in on 5/9 and received a refund for the $72.20.

    • Initial Complaint

      Date:05/06/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Please reactivate my account as it was deactivated for no reason, I ordered a fresh pass membership that is set to renew and I cant login to use the service they charged me for. I tried emailing the company and emails arent going through either, it says error.

      Business Response

      Date: 05/16/2025

      After full review of the account, we have reactivated it for use.  We have also notified the customer via email on May 15, 2025 regarding the status including a reminder to maintain only one, active account.

      Customer Answer

      Date: 05/16/2025

      Thanks for fixing my account (hopefully this is fully fixed this time, and no more errors occur with the system canceling my orders.) I have no reason for multiple accounts nor ever wanted multiple accounts. Both the first and 2nd created accounts I put in a request to delete (I filled out the form online) I thought they were deleted since they sent me an email stating they would delete those accounts and all personal information associated with them. I also deleted my emails attached to them, so after I requested to delete them I never logged into nor used them again. IDK why they were still active or on file in the system  (when they told me the opposite) but that must of been what created the error. I signed up on my most recent account since on the previous one there was some glitch that was canceling my orders and it was deactivated for no reason (so I thought signing up again would fix the issue.) But it didn't. I emailed customer service over 30 times and asked to speak to a manager multiple times and no one fixed anything (they kept saying just to wait and a manager will email you back in a couple days and everything will be fixed, but nothing was.) They still they never issued the full refund back to credit card that I paid for go pass that they promised. Just yesterday they finally fixed the account issue. Please refund the full $13.86 I paid back to credit card (no other resource) as I have to pay $13.86 to reactivate go pass again since due to a glitch they deactivated it and my account, causing me to lose the full month that I paid for. This is the 2nd time they cancelled my service early due to the glitch, causing me to lose money from Go Pass. Also I wish customer service could of fixed this earlier, instead of having to go to the BBB for a result (every-time I contacted customer service they told me some higher team had to fix this and they couldn't do anything on their end, and said there was no phone # for that team not a way to reach them.) Now over half the month went by and they still didn't issue a full refund for go pass.

      Business Response

      Date: 05/27/2025

      Our records indicate the Go Pass was purchased on May 5th for $13.86 which was the same day as Order #M677232676 was delivered. Credit for the cost of the Go Pass monthly subscription includes a $6.95 deduction on the invoice for that order, and a credit of $6.91 that was applied to the customer's credit card on May 8th. This credit was done in good faith as it is stated in our terms of service for Go Pass Cancellation: Once you use your Delivery and Pickup Subscription it is non-refundable. Delivery and Pickup Subscription is only refundable within first 7 days and if no pickup or deliveries have been made. 

      Customer Answer

      Date: 05/28/2025

       

      It is not my fault your site automatically disabled my account after my first order, I paid for a full months membership and only got to use the service for one day due to some glitch, so they should refund the full price I paid since I have to pay ***** to renew it. Plus they charged a $4 delivery fee

       

       

       

    • Initial Complaint

      Date:05/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Your EBT Credit New Mail ********************************** From:********************************** To:********************* Mon, May 5 at 11:15 PM Stop & Shop Hi ******* ********-******** We issued you a credit of $6.57 to your EBT card ending in 4432 on 05/05/2025. The balance remaining on your EBT card is $169.44. Your Friends at Stop & ShopThis is my response. I do not know why the order was cancelled I just want my money back On Monday, May 5, 2025, at 11:51:32 PM EDT, ******* **************** wrote:How is only $6.57 returned to my EBT when the whole bill was? Now, someone needs to tell me what the h*** is going on. The balance is after $142.06 was taken. This will have to go to the higher level. I don't have money to give away, and I was only credited back $6.57. This is a copy of the bill. SOMEONE NEEDS TO GIVE ANSWERS ON WHY I CANNOT GET MY MONEY BACK NEVER GOT THE ORDER. IT WAS CANCELLED. I WAS NOT TOLD WHY IT WAS CANCELLED, BUT I CANNOT GET MY MONEY ?????????????????????????????????Payment Type:VISA ****5341 EBT ****4432 Card Balance - $162.87 Delivery Subtotal $134.86 Delivery Fee $9.95 Delivery Driver Tip $9.44 Bottle Deposit Fee $1.45 Estimated Tax $2.06 SNAP Amount Applied -$142.06 You Saved: $33.75 Estimated Total: $157.76*Check out your updated order details Hi *******,Payment Type:VISA ****5341 EBT ****4432 Card Balance - $0.00 Delivery Subtotal $141.42 Delivery Fee $9.95 Delivery Driver Tip $9.44 Bottle Deposit Fee $3.70 Estimated Tax $3.75 Grocery Dollars -$7.00 SNAP Amount Applied -$142.06 Estimated Total: $161.26*Delivery by Instacart LogoOrder #m670396617 Update Order Delivery Time Mon, May 5 3:00 pm - 4:00 pm Delivery Address ******* ********-******** ************************************************************** Delivery Instructions Never got the order, it was cancelled, and I do not know why. all they are giving me back is

      Business Response

      Date: 05/06/2025

      We apologize for any delay in refunding the amount, however we have confirmed funds have been returned as of today.

    Stop & Shop Supermarket Company is NOT a BBB Accredited Business.

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