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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

    • 212 total complaints in the last 3 years.
    • 79 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/03/2024

      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 12/16/23 I bought egg nog at Store #*** that was spoiled. The date on the bottle had already expired and it was on the shelf with many others. I live in Brooklyn, ** so I didnt notice the date until I got home. I sent an email and received a response on 12/18/23 from ***********************, a store manager, who stated he will send me a $15 gift card. Ive emailed him a couple of times since and he hasnt replied, nor have I received the gift card. Its bad enough that you have long expired merchandise on the shelves but if you say you are going to reimburse me, I shouldnt have to beg for the money.

      Customer Answer

      Date: 02/14/2024

      I have not heard from the business in response to my complaint.  They should be ashamed for selling already expired dairy products.  They should have to follow through on their promise.  Horrible business practices.  Will not shop there again.

      Business Response

      Date: 02/19/2024

      We are sorry to hear of he customer's experience with the egg nog purchased from one of our stores, and that they didn't receive the gift card that was promised to them. Our store management team  reached out to the customer on 02/15/2024 and left a voicemail message and will be sending another gift card to the address that was provided in this complaint. 

    • Initial Complaint

      Date:01/27/2024

      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.
      They sell rotten vegetables. In the last month I have purchased a bag of rotten potatoes, a bag of rotten oranges, and a rotten cucumber. All were rotten the day I brought them home, not after a few days. It is impossible to tell if they are rotten when they are in the packages. It's a consistent problem with them.

      Business Response

      Date: 02/01/2024

      We are sorry to hear of the customer's experiences in one of our stores. We have shared his comments with our Produce Buyers and Merchandisers for their information.

    • Initial Complaint

      Date:01/13/2024

      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.
      I went into Stop & Shop on 545 Lincoln St on January 12, ****, and I wanted to purchase a money order for $980 was told by the cashier that the money order was not processed because of an issue with the system. When I got home the money was taken off my card, which I will attach a picture below of $980 which was all of my rent money this is unacceptable. I went to speak with the store manager at Stop & Shop on ************** located in *********, ** ***** and her name was *******. She was a little compliant at first and then she got very nasty with me. She walked away and said that she would not help me . This is ridiculous. My money has been stolen from me. I do plan to make a police report please I need to know what I can do to resolve this issue because I am on the verge of losing my housing so I really need for this to be looked into as this is not OK for my money to be stolen from me and I need a resolution to this problem. And she told me if I dont shut my mouth shes not going to help me. This is very unprofessional, especially for a store manager I would like this problem to be solved immediately.

      Business Response

      Date: 01/15/2024

      We are sorry to hear of the customer's experience in one of our stores.  ******************** Team has reached out to the customer and explained the issue with their banking institution for the customer to follow up with the bank. 

    • Initial Complaint

      Date:12/31/2023

      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.
      Purchased some granola and I have an allergy to almonds and no where does the package disclose there are almonds in this package. I had an awful reaction. I am always careful to read labels and I definitely did with this purchase.

      Customer Answer

      Date: 01/12/2024

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

      Business Response

      Date: 01/12/2024

      We reached out to customer by email on 01/04/2024, asking for the product information so that we can follow up with our supplier. He hasn't responded as of today.

    • Initial Complaint

      Date:12/31/2023

      Type:Customer Service 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.
      Every time I walk in to the stop and shop in jonhston ************ to process a western union transaction I am to by the customer service representative that the system is down this is the third time I have attempted to use this service three different times

      Business Response

      Date: 01/11/2024

      We are sorry to hear of the customer's experience in one of our stores. The store management team has reached out to the customer and resolved the issue. 

    • Initial Complaint

      Date:12/31/2023

      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 have a 6 month old and since shes been born and I received wic every time I go into stop and shop near my house they never have the wic formula. Very inconvenient for me Im between to supermarkets and neither one of them have the wic milk for my baby. Something needs to be done about this.

      Business Response

      Date: 01/11/2024

      We are sorry to hear of the customer's experience in one of our stores. Our **************** Team has reached out to the customer and assured them that they will be ordering extra inventory of the product.

    • Initial Complaint

      Date:12/21/2023

      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've been having numerous problems with my stop & shop bonus point since Nov. 13, 2023. Had only two women from Corporate who have help me with this on going issue, but stating this problem can not be resolved that I must call Stop & Shop everyday to get the points added to my account.. I called again Dec 19 & 20 2023 (my account is NOT up to date according to the receipts and been told by a supervisor ***** that my account is up to date (see stop3 pic) it is NOT, picture's ****** (Dec19,2023) & stop 2 (Dec 20, 2023) show the points I have accumulated. There is a problem on Stop & Shops end the fact that sometimes the point are added and times they are not. Unfortuntately I have spoken to several rude corporate employees (****** x2 who stated a supervisor would call me back, never happened &, Mesha supervisor). They both tell me that points CAN NOT be added. So why were other customer service employee able to add my missing point bac to my account.All I'm seeking are the missing points added to my account, so ******************** is my only help.

      Customer Answer

      Date: 01/01/2024

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

      Business Response

      Date: 01/10/2024

      We are sorry to hear of the customer's experience with their gas points. We have reached out to the customer and resolved the issue.

      Customer Answer

      Date: 01/11/2024

      1/11/2023

      I'm still waiting for reimbursement from stop & shop. Once I receive I will close this case.

       

      *****

       

      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,

      *****

       

       

      Business Response

      Date: 01/11/2024

      The customer was informed that it would take 5-7 business days to receive the gift card. 

    • Initial Complaint

      Date:12/17/2023

      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 used their instacart on 15th. Placed an order for 2 to 3. And driver had emergency and tnstacart rescheduled my order another additional three times but never received order. In morning I was charged ***** and not pending. It charged amer express. I called stop and shop Saturday morning and the guy apologized and said he would do a reorder but LIED and charged me ****** I should have not been charged anything today because I was already charged yesterday.

      Business Response

      Date: 12/20/2023

      We are sorry to hear of the customer's experience. Our Delivery Team has reached out to the customer and provided a resolution to their concern.

      Customer Answer

      Date: 12/20/2023

      [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:12/09/2023

      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.
      I did two stop and shop online pick up orders this week and both times were charged $30 fees stating funds werent available when they were !! $60 in fees in one week from Stop and shop !! I tried contacting receivables department and they ignored me !!

      Business Response

      Date: 01/05/2024

      We apologize for the delay in responding back to this. The customer has spoken with our Pick up team and has had the issue resolved.

    • Initial Complaint

      Date:11/16/2023

      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've been shopping online for groceries for the past few months and pick up my order. I noticed, in addition, to the service fees, and other fees that are added on, there is a ******************** charge added on. Every week! I look at the bottle I buy (usually V-8 splash or something comparable) and the bottle itself doesn't even have a 5 cent return for **??? Can they get away with charging every customer for this? I called customer service, and they're no help.

      Business Response

      Date: 12/06/2023

      WE apologize for the delay in responding back. The customer was issued a credit on 11/18/2023 and the appropriate departments have been involved for their information and resolution to the concern.

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

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