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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.
    • 80 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:08/14/2023

      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.
      On 8/7 I received a text that a delivery will be made on 8/8. Immediately I went into my account and found out someone hacked into my account and placed an order for a delivery. I contacted stop and shop and they canceled the order and report it to fraud ***** they told me I wont be charge and the ordered has been cancelled. Again in 8/8 I received a text the order is on the way. I called again and they verify that the order was already cancelled and my card wont be charge and the pre authorization charge will drop automatically in a few days. On 8/10 I checked my credit card transaction which shows the pre authorization charge being dropped but yet I was charge a new amount for $199.96. I immediately call stop and shop again and the rep at first say I have to dispute with my credit card which doesnt make sense. I ask her was the ordered cancelled she said yes. Was any delivery made she said no. I said why are you charging my card if order was cancelled and no delivery was made and it was a fraud. She put me on hold and came back and said you are right. A refund was already processed. First of all my card shouldnt have been charged since the order was cancelled the day before the delivery due to fraud. Now I see no refund. Can someone from the supervisor **** look into it? Instead of me calling numerous times and getting the same answer.

      Business Response

      Date: 08/23/2023

      We are sorry to hear of the customer's experience. Our delivery team has reached out to the customer and left a voicemail message letting them know that the refund was issued on 08/16/2023.

    • Initial Complaint

      Date:08/13/2023

      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 purchased 5 honey mangoes (along with multiple other items) on Thursday 8/10/23 in ******, **. When I attempted to cut into these mangoes, 4/5 of them were rotten. I reached out to Stop and Shop on ******** to attempt to resolve this issue and was told that I would need to bring the rotten mangoes, which have already been thrown in my compost bin and are likely being eaten by worms or bugs, back to the store to get a refund. This is unacceptable and a ridiculous expectation. I'm not going fishing through a compost tumbler bin, which has already been spun, to bring mangoes that are now covered in other compost items back to the store.

      Business Response

      Date: 08/16/2023

      We are sorry to hear of the customer's experience and apologize for any inconvenience this may have caused. While our **************** Team wasn't able to reach the customer by phone, they did reach out to them by email to resolve this issue. 

      Customer Answer

      Date: 08/16/2023

      [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:08/12/2023

      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.
      The online ordering system was down and they did not tell their customers. As a result, in my case, I made two orders because, when I received no emails about the first being ready for pickup and noticed my cart was still full, assumed it was my error. Second order still no emails, but I was able ti cancel it somehow. Now we have no food and no money, since the money is pending for one order is pending. They took my money and I do t get my food. Second order, no one can tell me if I will get charged for that at a later date, since they are working through the orders that came through during the outage. Now I cannot feed my family because our money is tied up, and am afraid they will charge for the other order at a later time as they work out their issues. This could have been avoided if they just put a banner in the page stating the online ordering system was down. Now, they even shut die. Their customer service number because they were getting too many calls.

      Business Response

      Date: 08/23/2023

      We are sorry to hear of the customer's experience. Our Delivery Team has reached out to the customer and left a voicemail message to resolve this issue.

    • Initial Complaint

      Date:08/07/2023

      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.
      Re transaction at 8:54 a.m. on August 5, 2023. Auth# ******, RC # ** I purchase 3 GM products but did not get 4** points.Please consider this complaint the Mass Rule 93A notice.

      Customer Answer

      Date: 08/18/2023

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

      Business Response

      Date: 08/22/2023

      We are sorry to hear that the customer didn't receive the points that they were expecting. We have added the points to their card. 

      Customer Answer

      Date: 08/23/2023

      The business response does not address mass item pricing law.   By failing to provide the required points the item did not ring up correctly.  

       

      I would be satisfied with **** points being added to my account. 

       

      ****

       

      Business Response

      Date: 09/13/2023

      We sent ******************** an email on 8/31 apologizing for the incident and advising him that **** additional points were added to his account.

    • Initial Complaint

      Date:08/05/2023

      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.
      I placed an order for delivery for vacation, last updated on 7/19. The estimated order total was $350. Multiple items weren't delivered and yet the total was over $27 higher when delivered. When I reached out, they told me to call customer service with each item that was priced differently and they would correct it. #1- the whole reason I do delivery for vacation is to save time and frustration- calling customer service was not part of the plan. #2- the Order summary link takes me to ***************** page- there is no static attachment with each item's initial price. Please credit my card for the $27 delta + the item prices for the items not delivered.

      Business Response

      Date: 08/14/2023

      We apologize for the delay in responding back. We apologize for the customer's experience. Our delivery team credited the customer on 08/12/2023. They also left the customer a voicemail letting them know.

      Customer Answer

      Date: 08/15/2023

      [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:08/02/2023

      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.
      The GO Rewards program at Stop and Shop is not functioning as expected. Each week I purchase grocery items specifically to receive points. Each week I am not rewarded GO Reward points until I call customer service and request them. That has functioned in the past but has not for over two months. I have shopped at Stop and Shop for 50 years so am a loyal customer. Go Reward points should be rewarded automatically without customer service intervention. I would like this issue corrected. I shop in ********** at *******************************************************************************

      Customer Answer

      Date: 08/13/2023

      I have not heard from the business in response to my complaint. The issue is on-going. I am not receiving reward points for the items that I purchase.

      Business Response

      Date: 08/16/2023

      We are sorry to hear of the customer's experience with our Go Rewards program. We have reached out to the customer with suggestions to further research this issue and provide a resolution.

      Customer Answer

      Date: 08/20/2023

      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 did not receive my Go Rewards points for my last shopping trip, yet again. Issue has not been corrected.


      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,

      Kitty

       

       

      Business Response

      Date: 09/13/2023

      We apologize for the delay to the customer. We have reached out to the customer and they will follow up with us tomorrow to see if they received their points.

    • Initial Complaint

      Date:07/29/2023

      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 BOUGHT A CAN OF CORN AND THERE WAS A STAINLESS STEEL CAP S**** INSIDE OF IT! TOTALLY NASTY AND DISRESPECTFUL! I ONLY NOTICED AFTER IT FELL FROM CAN ON MY PAN, MAKING ME WASTE A WHOLE $150 MEAL! DISGUSTING!

      Business Response

      Date: 08/10/2023

      We are sorry to hear of he customer's experience. In looking at the picture of the can, it shows it is a Shoprite product not Stop and Shop.

    • Initial Complaint

      Date:07/21/2023

      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.
      my receipt prompts me to go to talktostopandshop.com to enter a chance to win $500 but the site does not accept my input.

      Business Response

      Date: 07/25/2023

      We apologize that the customer is having trouble entering their information for our survey online. To help us serve you better, please make sure you are typing the web www.talktostopandshop.com directly into your web browser and not searching for it via any search engines. Please keep in mind that the survey has a 5 day deadline from the date on the receipt you are entering. Also, feel free to email ******************************************************** if you need further assistance.    

    • Initial Complaint

      Date:07/20/2023

      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.
      First problem, my account was hacked. They need two step verification to be put into place. Second - when I called immediately after noticing my account was hacked, I was told they stopped the order and deleted my card from the account and that I would not be charged. HOWEVER, NONE OF THAT HAPPENED. MY CARD WAS CHARGED AND STILL ON THE ACCOUNT!!!!! I called and customer service did as much as they could, which was not much more than leaving notes that no one will read. I was told I'd be refunded, but I'm not holding my breath, since I was told I wouldn't be charged. I don't have the money for these kind of mistakes to happen. I can't wait weeks to get my money back and for this to be resolved, if it ever is. They are a large company that needs tighter security and better customer service. It wasn't the customer service employee's fault his hands were tied. They need to give customer service better ability and tools to service their customers.

      Business Response

      Date: 08/11/2023

      Our apologies. A response was sent on 08/09/2023. The customer was refunded on 07/11/2023. 

      Customer Answer

      Date: 08/14/2023

      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,

      *********

       

       

    • Initial Complaint

      Date:07/17/2023

      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.
      I recently ordered from Stop and Shop online delivery for first time through Stop and Shop's Instacart's site. I first read all sevenen pages of Stop and Shop's site about their deliveries. The delivery shows ** in a personal car THAT IS NOT AIR CONDITIONED on a New York summer temperature of 85 Fahrenheit degrees. Moreover, that Stop and Shop delivery did NOT USE ANY DRY / ICE PACS to deliver fresh meat, eggs, milk, and cheese.Note on attached document pages:Pages ****: Stop and Shop Delivery website page. No mention of personal car use to make deliveries.Pages *****: Stop and Shop receipt of $167.17 Pages *****: Photos of Stop and Shop delivered food items thrown out in garbage pails for garbage pickup.

      Business Response

      Date: 07/24/2023

      We are sorry to hear of the customer's experience. Because the order was placed through Instacart, the delivery would be made by Instacart. The customer would need to reach out to Instacart for any refunds.

    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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