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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

    • 214 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:09/19/2023

      Type:Delivery 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.
      Hello,On Sept 16,2023 I placed an order for delivery from Stop & Shop/Peapod(on their app on my phone) The total of my purchase was ******!! I was dumbfounded. I noticed I was not given the sale prices that were advertised on that day. Before I placed my order on 9/16, I called customer service and they told me that the sales would be on my final invoice and I should go ahead and order it. So I did. I also took screenshots of every sale item (there were over 30 that I did not receive credit for) as instructed. When I received my invoice and the delivery, I noticed none of the sales were honored. So I immediately called customer service again. i even built them a spreadsheet that outlines original price, sale price (as advertised) and the difference that they owe me, which was over $400.00!! Yes, they made that many errors.They informed me that it had to be escalated to a supervisor. I am currently on hold with the representative, and they are refusing to honor their advertised sales. I have furnished them with dated screenshots of every sale item and its price.I need to file a complaint and would like help resolving it. Is there anything I can do? Help!

      Business Response

      Date: 09/22/2023

      Credit was processed for **************** as of Wed 9/20/23.  This concern should be resolved.  Thanks!

    • Initial Complaint

      Date:09/18/2023

      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.
      To have grocery delivery I set up an online account (to have groceries delivered) and placed my credit card on it. This was earlier this (September) month. I placed two orders, they were fine. I don't anticipate using the service but would like to keep the account but feel uncomfortable having the credit card (information) on it. I called customer service, spoke on four occasions over a course of about a week, each stating that it is possible to get the credit card off the account. They also explained that they couldn't do it but would have to convey the request to their supervisor or to another department. I repeatedly stated to them if taking the credit card is not possible to delete the account. Neither one has happened. There is only one phone number to call, "**************" and its the only one available. I had asked for another phone number or a direct line to those who can help but no other option has been given. Not even a verification that the request has reached who ever can get this done. I would suggest who ever is kindly trying to to help me, to call the number and see what happens. My guess, the same thing. Stop $ Shop I have learned has management that is very insulated from the general public. If I don't get any satisfaction soon, I plan on sending out letters, perhaps contact the attorney general's office as to the lack of communication of this large company. I do hope you can help, thank you very much for trying. Good Luck.

      Business Response

      Date: 09/18/2023

      We apologize for the customer's experience. Our Delivery Team has deleted the customer's credit card information from their account.

      Customer Answer

      Date: 09/18/2023

      [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:09/12/2023

      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.
      Last year I filed a complaint regarding Stop & Shop located in ********************************************************** about not being able to read the receipts at self checkout. And it's the same issue again. When you fix an issue you keep on top of it. I am not able to get reimbursed for some things because the receipts are not legible. I have said something to customer service on numerous occasions and it's been several weeks. I couldn't even do the survey because you can't read the numbers.

      Business Response

      Date: 09/18/2023

      We are sorry to hear of the customer's experience with our receipts. Our **************** Team has reached out to the customer and left a voicemail message for their follow up.

      Customer Answer

      Date: 09/19/2023

      [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:09/12/2023

      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.
      On 9-7-2023 @ 7:10 P.M. I purchased two get two free ******* soda that was on sale. The sale sign was in front of the 8 package items. The sale flyer stated the 10 package items as the ones on sale. The sale sign didn't state it was on the 10 package items and there wasn't any 10 packages on the shelf. I was charged the full $8.14 for the two free ******* cases. I'm a diabetic on dialysis that ******* is important to my diet. I have been charged twice before for miss placed signs that don't belong where the items aren't on sale and charged full price. I feel it is miss representation to the customers to pay higher prices for items thought to be on sale. AID: A******0980840 AUTH#****** RC#** 09/07/23 07:12 PM $84.82 Customer # ************* Other ******************** Stores in *********** don't conduct business like this store.

      Business Response

      Date: 09/18/2023

      We are sorry to hear of the customer's experience with being overcharged at one of our stores. Our **************** Team has reached out to the customer and resolved the issue.

    • Initial Complaint

      Date:09/11/2023

      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.
      I am writing to formally register a complaint regarding the quality of service I experienced during a recent visit to the Stop and Shop located at *****************************************************************, on September 10, 2023. My objective is to bring attention to an issue that requires resolution.During my visit, I made a substantial purchase amounting to $366.36 in groceries. What surprised me was the absence of live checkout lines; the store had transitioned entirely to self-checkout terminals. This transition poses a significant problem for customers who require assistance during the checkout process. I only needed assistance because of the quantity of what I bought. I can't imagine if I had limited English skills or a physical disability! Even with help it took 15 minutes to check out: 4:18 to 4:33.The sole employee on duty was visibly overwhelmed while trying to assist multiple customers concurrently. The absence of additional support placed both her and us, the customers, in a challenging situation. I commend her efforts, but one single employee would never be able to provide a reasonable level of assistance and service.As a long-time customer with more than 40 years of patronage at Stop and Shop, who has NEVER complained, this experience was infuriating. It's shameful to watch a corporation prioritize minor cost-saving measures, such as eliminating essential - yet low paying - positions at the expense of customer satisfaction.I kindly request that the Better Business Bureau investigates this matter to hold Stop and Shop accountable for their lack of customer service and their impact on employee well-being.I am seeking a timely resolution to this issue and urge the Better Business Bureau to facilitate communication between myself and Stop and ***************** to address this situation adequately.Thank you for your prompt attention to this matter, and I anticipate your response.Sincerely,

      Business Response

      Date: 09/14/2023

      We are sorry to hear of the customer's experience. Our store management team has reached out to the customer. 

    • Initial Complaint

      Date:09/08/2023

      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 purchased a small package of lamb chops (along with multiple other items) on 9/3/23 at Cropsey store. When I opened the package last night, 9/7 (sell by date on package is 9/17) the smell was overpowering. I do not want to mention here what it smelled like. I tossed it immediately. I went to the store with receipt and empty package to attempt to resolve this issue and was told that I would need to bring the bad meat, which has already been thrown in my compost bin and is likely being eaten by worms or bugs, back to the store, to get a refund. I do not believe this is a fair expectation. I honestly thought it would be disrespectful and unsanitary to bring that meat with that particular smell , back to the store - but ****** learned.

      Customer Answer

      Date: 09/20/2023

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

      Business Response

      Date: 09/26/2023

      We apologize for the delay in responding back. We are sorry to hear of the customer's experience in one of our stores. Our store management team reached out to the customer and let a voicemail message with steps for a resolution.

    • Initial Complaint

      Date:08/31/2023

      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 stepped in human waste on lane 2 on August 31st around 8:36pm in store no 843. (***********, ***********) ***** , a store employee, together with *****, witnesses the incidents and confirmed that there is nothing he can do to help me. Therefore I have to toss my new **** shoe which is ruined in the top and bottom. Also it ruined my dinner plan as I just bought grocery for obvious reasons.

      Business Response

      Date: 09/13/2023

      Customer has been contacted by the store manager and the matter has been resolved.

    • Initial Complaint

      Date:08/28/2023

      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.
      $2.49 that's price gouging they have some f****** nevejust another money grab like the rest of the Country sad day for *** better off dead

      Customer Answer

      Date: 09/08/2023

      [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,

      Mr *******************

    • Initial Complaint

      Date:08/21/2023

      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.
      i have made several calls to so-called customer service at Stop and Shop, each time waiting on hold for over 30 minutes, and they still are unable to link my go card to anything. What I've been told by their customer service reps has not worked and the store personnel are of no help.We're new to the area and I must say that I have never come across such a poorly run customer service function.

      Customer Answer

      Date: 09/01/2023

      [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:08/16/2023

      Type:Delivery 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.
      Every time I order from Stop and shop delivery my vegetables and fruits are consistently rotten. There are no best buy dates on the Natures promise veggies and are consistently bad and are dangerous to eat rotten. I have spoken to customer service management and alerted them to this issue multiple times. If I go to a store i dont have this issue. Which I also reported to them. Someone is picking out bad fruits and veggies on purpose. Please help pics are below from the order I had delivered today! I have tried multiple times to speak with them regarding this and things are just not changing.

      Customer Answer

      Date: 08/27/2023

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

      Business Response

      Date: 08/31/2023

      Customer was contacted and assured that we are committed to ensuring the quality improves.

      Customer Answer

      Date: 08/31/2023

      [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.

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