Complaints

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

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

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• 

  Stop & Shop Supermarket Company

  1385 Hancock St Quincy, MA 02169-5103

• 

  Stop & Shop Supermarket Company

  60C & 60A Campanelli Drive, Braintree, MA 02184

• 

  Stop & Shop Supermarket Company

  206 E Washington St # 1 North Attleboro, MA 02760

• 

  Stop & Shop Supermarket Company

  1415 Boston Providence Tpke Norwood, MA 02062-8002

• 

  Stop & Shop Supermarket Company

  850 Manton Ave Providence, RI 02909-5655

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:05/14/2024

  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.

  I purchased a Macys gift card from store 529 on May 8 as a gift for my wife Mothers Day. Try to use it this morning and it would not work. She called Macys. ***** had told her the car had been used in April and please go back to the store and ask for a new one or refund. I went to the store with this information. I went to the customer service window and met with the same woman who I had purchased the card from originally. I was told first the card was defective then I was told it was processed correctly on our part. You need to make a complaint with ***** we will not give you a refund , I was shocked. Ive been at the store since day 25 years ago felt very slighted went home and told my wife. She called Macys again and was told by ***** that the card had a zero balance or it was defective. What should she do again? She was told to go to the store where it was purchased. Now she went to the store and spoke to the manager the lady at the window and got nowhere and was told that they will not honor a refund or just a simple exchange for card and then Stop & Shop would deal with it , Im hoping you could help it. Weve been loyal customers a whole family.

  Business Response

  Date: 05/27/2024

  We are sorry to hear of the customer's experience in one of our stores. Please know that our **************** Team has reached out to the customer and resolved the issue. 

• Initial Complaint

  Date:05/01/2024

  Type:Delivery 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.

  On 3/12/24 I placed a order to be delivered on 3/13/24 order number m476354908 amount $****** I never got the order it was stopped by stop n shop. They fought it was fraud. I called to have my money refunded. They gave me a refund on 3/24/24 for ******. Then On March 26 they rebilled me for ****** they also had it in collections. They stopped the order I waited all night. I had to go to another store to get groceries. I have been calling customer care. Get same answer they are emailing the business ***** finally got a number to call Accounts receivable ************. Left messages. No response.

  Business Response

  Date: 05/08/2024

  We have emailed the customer to contact our specialists at ******************************************** to review her account information. 

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  I have not received a email from them the account has wrong email  that I cannot change and I have told that too customer service  my email is **************************

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:04/29/2024

  Type:Delivery 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.

  Several times I've ordered for delivery and it comes over an hour after the delivery time. There use to be delivery drivers in Stop&Shop trucks that would deliver on time & was always professional. The food was also always kept at the right temperature. Now they use Instacart where people put the bags in their ********** hope your items will arrive in good condition. And you have to wait & hope someone delivers, because the time slot doesn't mean much.

  Business Response

  Date: 05/03/2024

  Called customer on 5/1 and 5/3 and left voicemail both times apologizing for her experience with our deliveries and appreciating her feedback which we value as it helps us improve our service. 

• Initial Complaint

  Date:04/25/2024

  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.

  On March 1, 2024 around 7:30 am, I went to put gas on my vehicle at the Stop and ******** station located at ****************************************************************************. I tried to use my debit card at the pump, but the system was not reading the card, so l went to the cashier, and I told her that I wanted to fill up the tank. She said that I had to give her a specific amount to charge. I told her $40 because I didn't know how much it was going to take to fill up the tank. I went back to the pump and started filling up my vehicle, and it took $25.93 to filled it up. Later on that day, when I checked my bank statement, I noticed that she charged me two transactions: the $40 that she charged me in the register, plus the $25.93 that it took to fill up the tank. I immediately called Stop and Shop, and spoke with the manager. The manager took my name and my phone number and said: "I will do some research and will call you back today or tomorrow". Three days passed and he never called me back, so I went to Stop and Shop in person and spoke with another manager (***). *** said: "Unfortunately, there is nothing I can do. You should talk to your bank". I called my bank and a dispute was open. The outcome of the dispute was that Stop and Shop refused to return the $40 that were wrongly charged from my card. They decided to refund only $14.07 (which is the difference between the $40 and the $25.93), but refused to return the money that they still owe me. Now, because of their decision, this means that I paid $25.93 twice. After 20 years of being a Stop and Shop loyal customer, I feel so disappointed about this whole situation. If they check their transactions on that day at that time, they will clearly see that they charged two transactions instead of one. If they were honest, then they would return the money that does not belong to them.

  Customer Answer

  Date: 05/06/2024

  [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:04/23/2024

  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.

  For some reason Stop & Shop has taken it upon themselves to lock me out of my Stop & Shop account. I have always paid for my orders and I have never owed them anything. The weirdest part is that they waited for me to add in $50 in giftcards then just automatically blocked my account under the email ******************* I accidentally put the email in wrong when I changed it so thats what may have blocked and flagged my account or maybe one of the billing addresses on one of my cards I dont know they wont let me know like it some big covert thing. I have always paid for for my orders.. Yes one order was delivered to the wrong building and someone took on one occassion but thats out of my control even the driver apologized the next time I saw him and we discussed where to put stuff. The fact is those 2 giftcards CAME FROM AN AIDS and CANCER non profit for poor ppl with special diets Stop Shop didnt only steal from me they stole from a place that provides stuff to people like me who need it cause we are dying, in wheel chairs, have had heart attacks, have heart failure, diabetes, aids, cancer, neuropathy etc cannot drive are partially blind and or cant walk and are in wheel chairs. I hope that Stop and Shop feels really good about hurting one of there customers and accusing them all of all sorts of nonsense when I take alot of medicines and have alot of handicaps including dyslexia, autism, and many other handicaps including ADHD that makes this very hard for me even writing this email is extremely diffilcult but I feel like its a total injustice for them to get to rob me, take away my account cause of now 5 different reasons they gave me 2 being insulting, harrassing, hearsay and a lie and the other 2 being my account got flagged for suspicious behavior one having to do with a billing address another having to do with email. I really need my 50$ i barely have 2 dollars left over at the end of the month and that really hurt me substantially since it happened PLEASE HELP

  Business Response

  Date: 04/27/2024

  Customer will need to contact our receivables group to resolve disputed amounts prior to our being able to issue any valid refunds. With this customer there are the following issues:
  

  -We have 2 disputes of cancelled orders
  -We have written off $646.36 for a failed credit card payment and currently have $424.25 in collections for a chargeback. 
  -This account is on our email changed report which is an indicator of fraud that goes with the failed credit card payments and chargebacks. 
  -The most recent authorization on the customer's credit card failed for insufficient funds on 3/16. Customer has several other cards tried but those have issues as well.

  
  

  Customer Answer

  Date: 04/27/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:04/22/2024

  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.

  Purchased stop and shop brand ice cream bars on 4/22/24.Despite a fully sealed pkg of 12...my pkg only had 10 bars inside. It is clearly marked 5 X's on the box that there are 12 bars inside. I am hoping that this was a blip and not a common practice of the company.

  Customer Answer

  Date: 05/03/2024

  [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:04/19/2024

  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.

  When I had an issue in my local Stop & Shop store, there has been an issue going on for a while. The store I am rating my experience from is located at *************************************************. For your convenience, that store number is 2555. Recently, I have called corporate so many times to report a deli kiosk in that constantly breaks down. Even though I have complained to management about this issue numerous times, the kiosk still breaks down constantly. The last few months have been a huge problem over with that kiosk constantly breaking down. Even though the parts for the machine and another new machine are still on order, it is ridiculous that it takes this long for the parts to come in. Between April 5th and today, I have called 6 or 7 times requesting a phone call from the district manager of this area. His name is *******************. Even though he finally called me back today, I am extremely disappointed that it took so long for this man to get back to me. The case number in reference to my original call for this matter is ********.

  Business Response

  Date: 05/08/2024

  We are sorry to hear of the customer's experience in one of our stores. Our store management team reached out to he customer on 04/30/2024, leaving a voicemail that the issue has been resolved. 

• Initial Complaint

  Date:04/04/2024

  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 ordered groceries from Stop & Shop. on the third to be delivered. They were paid for with $180 in EBT or food stamps. There was small charge afterwards and cash cash for tax tip and the shipping not that much.However, they took my $180 in food stamps and then my bank account shows they charged me $199.09 also PNC Bank is aware of this I first called Stop & Shop, to tell them the situation on the third I received an email they were trying to figure out what happened. They asked me to send them a screenshot of the final payment of the order I sent that I also sent them a screenshot of my bank account which shows they took out $199.09 that they should not have taken.I had heard nothing so I wrote again a few times I called again A girl told me that they passed the information on Billing. I asked for ******** phone number they said they didnt have it. They emailed them so as for the email they couldnt give it to me they have to email they were sending another message I emailed to customer service that I had been dealing with again nothing I wrote to them. My bills are now bouncing back because of the situation. My bank is going to charge me. My bills are going to be charging me extra because of this Situation I am a low income, senior I dont have money to put in there to replace this I need my $199.09 back right away. My bank account is -2 times already today and I fear more is going to happen plus extra charges going to be put on it and yet nobodys responding to me and it is now April 4 in the evening. I dont know why they took $199.09 from me but I need it back

  Customer Answer

  Date: 04/15/2024

  I have not heard from the business in response to my complaint.

    I had sent several messages to the shop from home and I had called a few times. Told it was sent to Billing. I never received this response. Im sitting here just waiting.
  Ive written to them and also written to you nothing

  Business Response

  Date: 04/19/2024

  Called customer and advised a credit of $199.09 for O# m499813205 will be issued.

  Customer Answer

  Date: 04/22/2024

  [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.  I did mention to Stop & Shop when they called me that I would contact Better Business Bureau and let them know as soon as I received my money back as of yet Id have not received the money back yet
  
  Regards,
  
  *******************

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This was supposed to be resolved. I had a call from Stop & Shop telling me they were refunding my money. I woke up this morning to 2 overdraft fees in my bank account I am minus money because they still have not reimburse my $199.09 and they told me last Thursday that they would. This is now Wednesday this is out of hand. 

• Initial Complaint

  Date:04/03/2024

  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.

  Purchased Pillsbury Biskets buy one get one free. I got charged for two. went for a refund. I was told by ************** That Stop & Shop policy is not to refund on a Humana spending account card. Totally illegal not to refund on any type of payment when the store made the error.

  Business Response

  Date: 04/15/2024

  We apologize for the confusion on this concern. Our store management team has reached out to the customer to arrange a refund, as we cannot refund funds back to an OTC card.

• Initial Complaint

  Date:03/16/2024

  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.

  **************** stop and shop employee named ***** is stealing money from the cash register and she stole ****** from my bank account when I used my debit card there to make a small purchase of 3.49 . This employee ***** also abuses her daughter and shoots heroin on her break during work at stop and shop ****************. ***** also steals baby food and diapers and goes out the delivery entrance I saw her leaving with boxes of baby food and baby items . She leaves in a blue car with a scary looking fat guy in front . I've seen her slap her daughter and her daughter is in a dirty diaper for hours . Please take her daughter away save her from abuse .

  Business Response

  Date: 03/27/2024

  We have reviewed this complaint and don't find it to be credible. There is no evidence supporting any of these claims. We also were not able to get in contact with the customer by phone. No email address was provided.