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

  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:03/14/2024

  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.

  On March 9th I purchased groceries for delivery from stop & shop. After waiting for most of the day I see the order was canceled. I called it was no problem to have that order refunded. Now after waiting the 4 days to get my EBT refund, I'm being told my account was sent to collections for not paying the delivery fee, for service that was never provided. I have all my proof & have been trying to deal with them amicably, but I just keep getting delays. I'm extremely upset because that is my main source for food ********** had to cancel my cell service to buy groceries for the meantime. I just want this solved & dealt with so I can buy my food. Thank you for your help.

  Business Response

  Date: 03/19/2024

  Customer was waiting for their EBT to refunded from a canceled order. The refund was completed on 3/18. The customer was called on 3/19 and informed the refund has been sent to their EBT. 

  Customer Answer

  Date: 03/19/2024

  [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:03/11/2024

  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.

  THE STORE CHARGED ME AFTHER TRANSACTIONS WAS DECLINED; I CONTACTED BANKN AND D THEY SAID THEY PAID TO STOP & SHOP FOR THAT TRANSACTION.

  Business Response

  Date: 03/18/2024

  We are sorry to hear of the customer's experience in one of our stores. Our store management team has reached out to the customer and provided the next steps towards a resolution. 

• Initial Complaint

  Date:03/04/2024

  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.

  Hello, I ordered a delivery but my vegetables were wrong and/or gone bad. I tried contacting them but I could not get anyone to respond. I've been on hold for over an hour now. They have a serious issue with properly fulfilling orders and also they are packing and sending rotten food!!! That's shameful. I want a refund. They seriously need to be investigated.

  Business Response

  Date: 03/07/2024

  Spoke with customer about concerns with consistent poor quality produce items and how this is an inconvenience. Appreciated the customer's feedback and the opportunity to address this issue as we share this information with the facility where the customers' orders are shopped. Issued credit to customer.  
  
   

• Initial Complaint

  Date:03/04/2024

  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.

  Order ID ********** Pick up order at Stop and Shop in which items are placed directly into trunk and you drive home. At 3:30 got home. Missing the majority of my order. Also given a bag of expired goods to dispose. 4:15 Called and had to drive back. Car packed again. 5 pm, while unpacking another key bag was missing. Called and it was still there. Explained my problems with timing and how much I needed it. Wanted them to deliver after they already costed me a lot of time and then refused. Said they were removing about 20 dollars of items I was missing and also giving me a 25 dollar credit (~$45). 6:30 PM I return with a cooler for the last item, already having to cancel and miss things as a result of errors. I say I am in a hurry. Told they are walking out. No one comes. I call and ask to come in due to a huge rush. I am ordered to wait and say I cannot and come in. I come in and am given an attitude and excuses after losing 2 hours of my day to errors on an order I greatly regret placing and fear ever using again. I am also still missing items. 3 conversations later they have not assisted me.

  Business Response

  Date: 03/20/2024

  We apologize for the delay in responding back. Our store management team reached out to the customer on 03/06/2024 and resolved the issue. 

• Initial Complaint

  Date:03/03/2024

  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 Feb 29th ****************************************************************************************** past. The order was to be delivered on The next day Friday March 1st 2024 between 8am- 9am. I NEVER RECEIVED ORDER BUT WAS charged on both my EBT Card and my credit card.I called customer service to no avail, only false promises of refund back to my EBT Card and credit card

  Business Response

  Date: 03/06/2024

  Called customer. Customer not happy that she did not receive her order despite delivery instructions on her account find her house. 
  Apologized to customer. Confirmed her delivery address and instructions. Advised we have credited her order from 2/29. Asked if she checked her EBT and checking to confirm credits. Customer has not checked but will check. Advised to call us if there she has questions on the credit. 
  Advised this incident has been documented. Customer will try ordering from us once more.
  Reminded customer to use the promo code we emailed her when she first called about this.

• Initial Complaint

  Date:02/24/2024

  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.

  Stop and shop and its gift card distributors are selling invalid gift cards. Purchased an Apple Gift card from Stop and Shop in ********** ** and went I went to use it the card was invalid and no balance. The known scam is that Apple gift cards are being swapped out from their original sleeves with invalid gift cards and the real gift card is being used by the scammers that was purchased by actual innocent customers. Stop and shop and its gift card distributors are refusing to do anything about it. The gift cards are sealed at purchased so unsure if it is being done by stop and shop employees or their distributers. I am out $150 dollars because I purchased a gift card that was somehow used and emptied two days prior to me buying the actual gift card.

  Business Response

  Date: 03/04/2024

  We are sorry to hear of the customer's experience with gift cards purchased in our store ********** **************** Team has reached out to the customer, who will visit the store when he is able to retrieve a refund.

  Customer Answer

  Date: 03/04/2024

  
  
  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. 
  
  

  Thank you all. 
  

  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/17/2024

  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 am writing to you, as I am currently still sitting, waiting for an online pick up order at the ********** *********** store #****. This is not the first time this has happened, Its not the second, but its the third and Im appalled at how shortstaffed this store is in the online department. This is my third time waiting over 63 minutes in a parking lot for my groceries that I pay hundreds of dollars for. Every time its the same excuse that theyre understaffed. Quite frankly, I feel terrible for the people working in that department. They deserve help. They deserve to have a less chaotic work environment and be supported from a management that understands the anarchy that goes on, not only for the customers but for their staff. They deserve some sort of upper management to allocate other team members or properly schedule enough employees to fulfill the orders in which you accept. Theres no issue taking the money for the service, but when it comes time to deliver in the specified window of time, this store always comes up short. Customers should not be sitting waiting for 60 minutes + after they arrive under any circumstance. Someone came out and gave us a $10 gift card, which was a nice gesture, but $10 isnt even enough to cover the gas that we wasted sitting in our car waiting for our groceries in freezing cold weather. I never complain to any customer service branch but this is really really appalling. I just called into the stores customer service because I wanted their manager to know that it is unfair to those employees to have a workload that is completely unfeasible while also having zero regard for the customers time making them sit and wait for food they already paid for. I use this service because I am working single mother and this is the only way I can put food on the table in a timely manner for my children while working. Clearly this establishment has zero regard for their customers time and obligations or their employees.

  Business Response

  Date: 02/21/2024

  We are sorry to hear of the customer's experiences in picking up their orders. Our store management team has reached out to the customer and issued an apology and offered a goodwill gesture. 

• Initial Complaint

  Date:02/12/2024

  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 get grocery pick up religiously every week from the stop and shop in Warwick on meadowbrook plaza as Im high risk and every week theres an issue with my grocery pick up. I constantly dont get all my ordered items or the wrong items when I have substitutions shut off. I have been eating the cost of my missing items as i dont want to drive back and forth 4 times to get what I should I have gotten from the get go. Now I have been checking my bags before I drive off and going in to speak to management every week to get my missing items because it still hasnt been resolved. This week after being out of state for work I arrive to pick up my order and they tell me they cancelled it in the morning after it was placed but the money was taken out of my account and my app says order confirmed ready for pick up. They said the order was cancelled and Im not getting groceries this week. I SHOULD NOT FIND OUT MY ORDER HAS BEEN CANCELLED WHEN ITS 8PM AND ITS MY PICK UP TIME. why wasnt I notified right away? Why was the money still taken out? Why do I have to wait 2 days for a refund when apparently according to the grocery pick up people it has been cancelled all day. And theres a snow storm tomorrow so I cant leave my house to get groceries tomorrow either. If you cannot successfully get your employees to do grocery pick up then discontinue the service. I expect a service that is advertised to be done correctly especially because it doesnt take a genius to grocery shop. Or wait maybe it does since it gets messed up every single time. Get your employees to do their job or discontinue the service. I spoke to manager ***************** about this and he said that it was cancelled by an employee and that they have been cancelling orders all day stating that too many orders are coming in. That is not my problem that the employee cant handle their job.

  Business Response

  Date: 02/13/2024

  Called customer 2/13/24 at approx ******** and left voicemail apologizing for the issues she encountered last night with O#m494359845 and past orders. Will try calling back later this afternoon.

  Called customer again 2/13/24 at approx ********. Left message apologizing for issues with her order last night and past issues with orders. Asked customer to contact Stop & ****************** at ************ regarding this issue or any concerns regarding orders and we will work to make it right. Advised customer we will be emailing a $20 coupon for her inconvenience. 

  
  

• Initial Complaint

  Date:02/12/2024

  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.

  I purchased three multi-packs of chobani yogurt at the Ridgewood, ** store on 2/11/24. When I arrived home I noticed the price looked wrong, and checked it on their website. I paid 5.99, but on the website it is 5.49 (I suspect the store sign is also 5.49. I called the store and they nastily told me to bring the product and receipt back to the store!) I am not close to the store and cannot waste time from work to go there - it will take me an hour or more for this trip. I called *********************** today and after 45 minutes on the phone, they only offered me a credit on my Stop and Shop bonus card for 1.50 that will expire in 30 days. I don't know if I will go there within ********************************************************* for THEIR mistake. And they should also financially compensate me for the time it is taking me to get the money back for THEIR mistake!! Why did they make this mistake? This multipack costs 5.49 or less in every store.... Make things right asap for your mistakes if you want to retain customers.....

  Business Response

  Date: 02/29/2024

  We apologize for the delay in responding back. Our store management team has reached out to the customer and explained that the item wasn't on sale at the store location. 

• Initial Complaint

  Date:02/07/2024

  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.

  Date of Transaction: Approximately 1/25/24 Amount of Money Spent for Item in Dispute: $133.** The business committed to, at the least, provide food/meat that was not spoiled.Nature of dispute: I was sold spoiled meat and then accused of tampering with the price sticker.The business tried in a very ineffective way to resolve the issue. This was an in person purchase.The issue does not involve advertising.More in depth description:I purchased a New York Strip Loin roast from my local stop and shop (********************************************************) and placed it in my refrigerator overnight. Went to cut it into steaks the next afternoon and upon piercing the plastic smelled a strong odor of sulfur (spoiled beef). Went to store to seek replacement and was accused of tampering with the price sticker. Was offered replacement from store (all of which were near expiration and now reduced 50% in price), I declined and was offered a gift card worth 50% of the money I paid because I had thrown out my receipt (garbage was the date of attempted exchange so I threw out the receipt the night previous). Ended up using the giftcard to purchase one of the reduced roasts anyway. Pierced plastic on that roast at home. Odor of sulfur was even worse. Called *********************** twice in the coming days. Both times was informed that a regional or district manager would reach out to rectify the situation (compensation in the amount of original purchase ($133.xx) so that I could go to a different store and replace my purchase. I have yet to be contacted. I will not go to the same store that I made the original purchase as I was essentially accused of being a thief. I have never been so embarrassed in my entire life. And to think, I had an entire cart full of groceries that I paid for that day, but I'm trying to get over on Stop and Shop on a steak? It is completely laughable.

  Business Response

  Date: 02/26/2024

  We apologize for the delay in responding to this concern. We are sorry to hear of the customer's experience in one of our stores and apologize for any inconvenience this may have caused. Our store management team reached out to the customer on 02/13/2024, and resolved the issue to the customer's satisfaction.