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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.
    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/13/2023

      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 placed an online delivery order (Order ID *********** with Stop and Shop/Peapod on 10/20/2023 for delivery on 10/24/2023 that totaled $770.03.Because of discrepancies in the delivery (missing/quality issues) I was issued a refund of approximately $21.00.I used my checking account for the transaction but apparently Stop and Shop's billing department sent the refund to a prepaid debit card that that I had on file.I used this card once two years ago for a previous online order with Stop and Shop but have since shredded it because the majority of the funds were used as it was only meant to be used once and I started using my checking account shortly thereafter.Stop and Shop had sent that card a refund on a previous order in September but corrected their error in a relatively timely manner.I would remove the card from the account but the Stop and Shop website will only allow you to remove the card if you replace it with another card.I would have gladly replaced the card with a functioning card if I had known that Stop and Shop would send your refund to whatever account they felt like rather than the account that they actually took the funds from.I have contacted customer service on two separate occasions.On the first call(Nov. 01) the service representative suggested that my bank might be the cause of the problem because of a "holiday".The only "holiday" at the time was Halloween. On the second call(Nov. 02) the customer service rep. contacted the billing ***** (but who knows) and seemed to have settled the matter but apparently not because my checking account still hasn't received the refund.

      Business Response

      Date: 11/28/2023

      We apologize for  the customer's experience. Our Delivery Team has issued the credit back to checking account on file. 

      Customer Answer

      Date: 12/07/2023

      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,

      Mark

       

       

    • Initial Complaint

      Date:11/04/2023

      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.
      Ive Been on the toilet for 6days . Ive had a severe intestinal problem from your *********** brand guava I drank 1 and it had something in it and got sick instantly I had another guava that was almost exploding it had a green slimy worm in it that was so slimy it screwed down the sink and disappeared I could not take a picture I was so dehydrated that I was ******* out my a** obviously I drank some of it thru a straw . I will never buy that s*** ever again , I got a slime worm from the fruit that lived in the bottom of tank . It was some **** of ****** weird never seen before in my 55 years of life . I threw out four ot *************** brand Guava because I dont trust it because your quality control can not b trusted by **** WILL tell everyone I see who buys stop n shop brand guave about my life scare on the toilet for 6 days .*****

      Business Response

      Date: 11/18/2023

      We are sorry to hear of the customer's experience with one of our products. We have involved our Insurance Company for further follow up with the customer.

    • Initial Complaint

      Date:11/02/2023

      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 was shopping at stop and shop address **********************************************. And what I believe is the store manager ****** i think her name is. Was talking to staff on floor in-front of customers very poorly. I do not appreciate that nor think it is fair to be talked to in such a way as if you are a nobody. Very unprofessional on her part as a leader. I will keep filing a complaint until action is taken. This is not the first time i seen this happen in this store with this new lady treating her staff so poorly. Do better stop and shop.

      Business Response

      Date: 11/21/2023

      We are sorry to hear of the customer's experience. Our District Manager has sent 2 emails to the customer that have gone unanswered to try to resolve this issue. 

    • Initial Complaint

      Date:10/23/2023

      Type:Sales and Advertising 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.
      Stop and Shop already has copy of gift card and receipts Got gift card for Amazon home and card was empty Bought the card 8/4/23 Have made numerous calls and complaints in person but no resolution

      Business Response

      Date: 10/30/2023

      We are sorry to hear of the customer's experience with a gift card purchased at one of our stores. Our **************** Team has researched this and reached out to the customer with next steps.

      Customer Answer

      Date: 11/01/2023

      [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:10/05/2023

      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.
      I have been having an absurd run around with Stop&Shops e-commerce partner (Peapod) who deals with deliveries. My account (after several successful deliveries) was suddenly identified as unverifiable and was locked. I was sent an email notifying me of the problem and asking me to correct my information in Stop & Shops delivery system. However, all information was correct. I sent to the email provided (no phone was offered) to say as much and ask for a response. After one day went by, and no response was given, I tried to call the number for Peapod provided in stop and shops app. This phone number gives a message to contact the business (Stop & Shop) and then hangs up on you! I then called Stop & Shops customer service line. I spoke with a very friendly representative, who, unfortunately, was not able to resolve the issue. She kindly sent an email to their e-commerce partners fraud prevention department, asking that they contact me and let me know details about what they thought was incorrect and unverifiable in my account. 10 minutes later, I received a form email from the e-commerce people, identical to the original, I received, simply saying there was a problem in my account, and I should correct the information so it could be verified. I tried to contact them yet again and expressed my frustration and that I would contact BBB if they continued to refuse to work with me. I then got an email from a real person with very little more information but at least did ask to please send my correct email and phone. I did; they told me it was wrong! As you will see below, they keep demanding that I send them valid information, but my account already has the correct personal informationso Im stuck. I am a disabled person, currently mostly housebound, so if I am unable to resolve problems with my account and return to getting deliveries, I will have to take my business elsewhere. I would appreciate any assistance you can give with this very frustrating circumstance.

      Customer Answer

      Date: 10/16/2023

      I have not heard from the business in response to my complaint regarding my contact with BBB. They did reply to my emails again asking for the same information I had previously given them, so no progress. I took the opportunity to explain the impasse but never got a response.

      Business Response

      Date: 10/27/2023

      We apologize for the delay in responding back. Our delivery team has reached out to the customer and left a voicemail message on 10/24/2023, with further directions. 

      Customer Answer

      Date: 10/30/2023

      [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:10/03/2023

      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.
      Clear evidence of rats being in the on-line grocery order delivered to me. See details, and photos, under Desired Recovery below. Order # ********** Im *******************, I placed the order. I have provided my address and contact info elsewhere on this form. Placed order on Fri, Sept 29, 2023. Groceries delivered on Sat, Sept 30, 2023.Grocery total = $124.56 Evidence of rat infestation noticed immediately upon my beginning to unpack the groceries.Attempted to reach customer service that day, twice, calling the service number provided on the invoice and checking to make sure that I was calling during business hours. Both calls just put me on music hold, where I held on each time for 17 - 20 minutes before giving up - no one ever picked up.Tried to call them again on Sunday, same experience. Called them again on Monday, this time someone picked up. She told me that there was nothing she could do other than to reimburse me for the bag of sandwich rolls ($3.99 or so) - because I had accepted delivery I couldnt return the entire order. When I asked for her supervisor, I was put on hold for 15 - 20 minutes before I gave up. Called today, Tuesday, Oct 3, A customer service rep did pick up after a few minutes. All I asked her for was S&S escalation contact information - an email address, physical address, phone number, whatever. All she could do was to refer me back to the website, but the website only contained the customer service number I had already been calling. No supervisor was available for her to transfer me to.

      Customer Answer

      Date: 10/15/2023

      I have not heard from the business in response to my complaint.  I also cannot find contact information  in order to escalate my complaint beyond the customer care desk - they say they have nowhere to escalate my complaint to (that makes zero sense, even though I have called the stop shop customer care line 3 separate times.   

      im really shocked by the lack of response.  Such a huge company.  I suppose my next step will be to notify the ***************** about the rats, so at least Ill feel like Ive done my part.  

      THANK YOU very much for your own responsiveness.    Youve been terrific.

       

      regards.  

      Business Response

      Date: 10/17/2023

      The customer's concern has been shared with our *************** team and they have opened a claim and will be in touch with the customer.

    • Initial Complaint

      Date:09/23/2023

      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 saw a charge for an order at Stop and Shop online, that I never placed for a pickup at a completely different borough. I called Stop and Shop and they tell me they cant do anything or refund me because the order was already picked ** in the amount of $204.29 and for me to dispute it with my bank. They wont even provide me with a supporting letter confirming fraudulent activity took place, to make it easier for my bank to dispute the charge. They were completely unknowledgeable, unsympathetic and had no strategic resolution for this issue, which I researched has happened to other customers. Thieves are hacking into their systems and they are being very nonchalant about it.

      Business Response

      Date: 09/29/2023

      We are sorry to hear of the customer's experience. Our Delivery Team has reached out to the customer with next steps.

      Customer Answer

      Date: 10/01/2023

      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 # ********.

      [I has asked that my account be closed right away and it was not. They also wouldnt remove the secondary payment method that I had on file because I was told at least one payment method had to be kept on file and my account would take up to 5 business days to close. Now that SAME fraudulent payment is trying to post on the secondary payment that was on file. As per the attached photo, my credit card flagged this activity as fraud and now my credit card account has been closed and I had auto payments associated with this card that will no longer post. This is a nightmare that could have been avoided had they allowed me to remove my credit card and closed my account right away]

      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:09/23/2023

      Type:Customer Service 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.
      09-21-23 Store Manager had me leave the store because I did not have the papers for my service dog. Instead of pulling me aside, she chose to humiliate me in front of other customers. Managers name is ********

      Customer Answer

      Date: 10/04/2023

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

      Business Response

      Date: 10/06/2023

      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 next steps. 

      Customer Answer

      Date: 10/10/2023

      [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:09/23/2023

      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.
      My online stop & shop account has been hacked TWICE now in 30 days under two separate emails. Orders were placed online and they were able to use my credit card on file. The first charge was $396.29 on 8/30/23 and the second charge was $323.30 on 9/22/23. Stop & Shop allowed someone to change the email address on my account so I was unable to access my own account and they placed the orders. I understand hacking can occur but this was to times in one month which is completely unacceptable, especially where they allowed my email address to be changed. That is invasion on privacy as they were able to access not only my credit card information but also all my contact information including my address.

      Customer Answer

      Date: 10/03/2023

      I have not heard from the business in response to my complaint.  I am still bothered that they allowed someone to change my email on account and gave them access to my credit card.  Two fraudulent charges in 3 weeks time is unacceptable and suspicious.  

      Business Response

      Date: 10/06/2023

      We are sorry to hear of the customer's experience. Our Delivery Team has deactivated the accounts and will be reaching out to the customer. 

      Customer Answer

      Date: 10/10/2023

      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 also sent an email asking for investigation and explanation as to how this occurred.  How was someone able to change my email address and gain access to my credit card without my knowledge?  Because it happened on two separate accounts of mine and both times charges were put on my credit card makes me incredibly suspicious as to how these people are gaining access to this information.  A reply and an explanation needs to be provided. 

      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: 10/23/2023

      We apologize for the delay.  We are actively working to understand the situation so we can appropriately respond to ******************.

      Customer Answer

      Date: 10/23/2023

      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. 

      Questions are still not answered, still waiting for a reply and answer on how this occurred and who allowed someone to change the email on my account with zero verification.  

        

    • Initial Complaint

      Date:09/20/2023

      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 was in the ********** (******) store when there was a shelf full of Johnsonville Bratwurst with 2 shelf tags that said 3 for $10.00 When I got to the checkout they wrang up at over $6.00 each Then the cashier said that it was the breakfast sausage that was 3 for $10.00 and refused to sell the me brats even though the shelf tag said 3for $10.00

      Customer Answer

      Date: 09/30/2023

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

      and It has not been resolved.

      Business Response

      Date: 10/04/2023

      Customer was contacted by the store and situation was resolved.

      Customer Answer

      Date: 10/04/2023

      [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,

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

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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