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 has 78 locations, listed below.

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  Stop & Shop Supermarket Company

  1385 Hancock St Quincy, MA 02169-5103

• 

  Stop & Shop Supermarket Company

  605 Metacom Ave Bristol, RI 02809-5131

• 

  Stop & Shop Supermarket Company

  337 Great Rd Bedford, MA 01730-2802

• 

  Stop & Shop Supermarket Company

  15 Rosemere Dr East Providence, RI 02914-2018

• 

  Stop & Shop Supermarket Company

  900 Tiogue Ave Coventry, RI 02816-6301

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:07/03/2023

  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.

  Cannot return bottles and cans due to faulty bottle and can return machines! Bottle return machines continually do not work properly and spit out bottles and cans that I have paid deposits on! I cannot get *********** back!

  Customer Answer

  Date: 07/15/2023

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

  Business Response

  Date: 07/24/2023

  We apologize for the delay in responding back. Our store management team will be reaching out to the customer to resolve their issue .

  Customer Answer

  Date: 07/28/2023

  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 have not been contacted by the business.
  

  
  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: 08/07/2023

  We are sorry to hear of the customer's experience.Our store managment team has reached out to the customer by way of voicemail to inform them that there is an issue with the machines reading certain bar codes and they have scheduled a repair date. 

• Initial Complaint

  Date:07/03/2023

  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.

  I have been reaching out to stop and shop for a week about a billing issue and *** been told a manager would call me in ***** hours from last Sunday. I made a purchase online and updated my cart, the Foodstamps balance was not updated and it charged my debit card $102 instead of my Foodstamps. Ive been calling stop and shop for assistance looking for billing ***** manager or anyone to help me but all Im told is Ill get a call back. Please help me Im on public assistance and the $102 over-drafted my account because I dont even get that much from public assistance

  Customer Answer

  Date: 07/14/2023

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

  Business Response

  Date: 07/24/2023

  We apologize for the delay in responding back. Our Delivery  team reached out to the customer on 07/20/2023 with a resolution to their issue.

  Customer Answer

  Date: 07/24/2023

  [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:07/03/2023

  Type:Billing 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.

  Account login was changed and fraudulent charges were made. There is no way to report fraud to Stop & Shop other than waiting for the 40 callers ahead on general customer service line. No way to freeze or report problems with the account. Online chat does not offer any help for account fraud.

  Business Response

  Date: 07/24/2023

  We apologize for the delay in responding back. Our delivery team is processing the refund and should be in contact with the customer shortly.

  Customer Answer

  Date: 07/24/2023

  [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:06/30/2023

  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.

  On June 24, 2023, I shopped at the referenced ***************** purchased Butterball, 16Oz , ground turkey.At home as I prepared 4 sections @ 4ounces each, I noticed that the total weight of the 4 sections was 14oz and not 16oz. In reviewing the package while at the store, I remember noticing that the package was not completely filled as were other brands of ground turkey.I believe that this Stop & Shop store needs to take a good look at the Butterball Brand ground turkey for manufacturers shortages.Also, I believe that I should be given a refund of $4.99 as indicated on the attached receipt.Thank you

  Business Response

  Date: 07/06/2023

  We are sorry to hear of the customer's concern with the Butterball ground turkey. We have reached out to the customer and issued a refund and involved our buying office for further follow up with the vendor.

• Initial Complaint

  Date:06/26/2023

  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.

  Peapod by Stop & Shop uses deceptive sales practices. I placed an order with Stop & Shop delivery service (previously Peapod). I purchased several items solely because they were on-sale. After I checked out and after my groceries were delivered the following day, the invoice shows I was charged full price and not the on-sale prices that I checked out with. I immediately selected "Report an order issue" online within my account and explained about the error. After I submitted the issue, the site indicated that customer service would contact me within 24 hours. After not being contacted after 24 hours I re-submitted another request and still have not received or response and I also have not received a credit for the full price they charged on the for-sale items that I purchased. They have all of the details as I've submitted the issue two them twice.

  Business Response

  Date: 07/12/2023

  We apologize for the delay in responding back. Our Delivery Team has reached out to the customer via voicemail on 07/4/2023 and left instructions for a resolution

• Initial Complaint

  Date:06/15/2023

  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.

  On June 16 I made a purchase of $319. My *** benefit card was supposed to be charged. However the debit card was charged. It is a hassle to speak to a supervisor. The account is now overdrawn and the *** card was refunded. I need the *** card to get charged so I can get a credit back to the debit card but it seems it is a hard time to contact a supervisor or the billing department. Ive already spoke to two different people I was told I could take two days just to get a callback.

  Business Response

  Date: 07/07/2023

  We apologize for the delay. Our Delivery Team has reached out to the customer informing them that the refund was issued to them on June 17,2023.

• Initial Complaint

  Date:05/31/2023

  Type:Delivery 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.

  I have to say, I am really annoyed with Stop and Shop. I have been using them all my life and never had reason to complain, but this is intolerable. On 05/27/23 I had groceries delivered from Stop and Shop. There were several items missing and marked "Out of Stock". For the third time they did not deliver my milk, but listed it as out of stock. I was annoyed because we are a family of milk drinkers and if we order milk with our order, we don't expect it to be out of stock (at least not three times in a row!). It is a staple item that I imagine must always be in stock at the place where online delivery orders are prepared. ALSO, they gave me a slip with my delivery that showed a total of $180.96 being charged to my card on file. When the charge went through, it went through for $193.22. After careful checking, I discovered that they had removed all my e-coupons (over $12.00 in valid e-coupons). I called customer service, and after an intolerable 45 minute wait I finally reached someone and explained the problem. The woman I spoke to said that it is up to the person who does the shopping as to whether or not I get my milk in my delivery. I said that was ridiculous and if I order milk, I expect the shopper to get my milk, along with my other items. I also told the woman about my e-coupons being removed when charging my card. she said that was another department and put me on hold....this time for about 20 minutes until I reached another woman (I really should take down names) - who told me that they had transferred me to the wrong department and she would transfer me again - I told her I have been on hold for most of an hour and really want my issue resolved. She put me on hold, and a few minutes later I got a recording saying I was number 51 in line. I was so disgusted I hung up and came here. three things they did that really irked me.....they said it was up to the "shopper" as to what I get when I order stuff for delivery. They took more money from me than what was stated (I saved all the paperwork), and they left me in limbo for an hour before putting me in a queue with 51 other people. Always they are "out of stock" for any items that a shopper does not want to carry - but especially gallons of milk. The way I see it, Stop and Shop owes this faithful but irritated customer some recompense. At least the money that is owed to me, but I think after all I went through before coming to the BBB, I deserve somethin g. the whole time I was simmering but was never rude to anybody I spoke to - that would have been self-defeating. All in all, I am quite seriously considering the local competitors - I never would have before.

  Customer Answer

  Date: 06/11/2023

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

  Business Response

  Date: 06/12/2023

  We are sorry to hear of the customer's experience with our delivery orders.We have reached out to a third party and are awaiting a response and resolution to the issue. We will reply back once we have that information.

  Customer Answer

  Date: 06/20/2023

  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. 

  [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,

  *******

   

   

  Customer Answer

  Date: 06/22/2023

  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 

  I do not accept the vendors response because it does not solve the issue, but only says they need to check into it further I would appreciate a proper response from the business regarding my complaint.

  
  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: 07/05/2023

  We apologize for the customer's concerns with our delivery service. Our delivery team has reached out to the customer and offered them a credit. 

• Initial Complaint

  Date:05/30/2023

  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.

  May 18 .....amount ****** I made an online purchase. I was not home to receive on delivery day. Stop and shop called an confirmed items would no be left due to some items needing to be refrigerated (items were undeliverable). This purchase was made from the stop and shop in ******** ** skyline Dr. I have called over 10 time. They see in their system I did not receive the order. But I have still been trying to get my EBT refund meanwhile I recently lost my job and get unemployment so these last 2 weeks with no food and little to no money has been degrading. I feel if it were cash I would not have this problem and everyone has just been so rude like I'm wrong for wanting a refund for what they see in their system I didn't receive. I just want my refund asap. The deliver address was **********************************************************. I was at a friend's house for a week. Order #i336509271

  Business Response

  Date: 06/19/2023

  We apologize for the delay.Our Delivery Team has processed the refund for the customer.

• Initial Complaint

  Date:05/29/2023

  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.

  Waited all day for delivery and the delivery person continued driving by as of he did not see me standing there waiving him down. The second delivery attempt the delivery driver marked grocery delivery as delivered and never came within the vicinity of the residence. There are cameras everywhere and there is no truck to be spotted during the time he marked delivered or in the area. I'm not sure if he stole the grocery or just refused to deliver them. Called the company for help and they were extremely unhelpful other than delivering the following day in the afternoon. Awful customer service and the dispatch person never called as they stated they would.

  Business Response

  Date: 06/07/2023

  We are sorry to hear of the customer's experience with their delivery order. Our delivery team has reached out to the customer and resolved the issue. 

• Initial Complaint

  Date:05/12/2023

  Type:Product 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.

  I seem to always have an issue with a particular person at the Stop and shop account receivables. The person name is *********************** at the receivables ***** I placed an order online at Stop and Shop/ Peapod delivery on 4-14-23. For some reason my CC company thought it was fraudulent and refunded me the money. I was then notified via email by *** on 4-27-23 that I had to give them another Credit Card to be charged and the remaining balance was $43.90. I sent an email on 4-28-23 stating which CC that they can use that is on file and to charge the amount $43.90 on a specific CC. I heard nothing back from Pat so I thought it was taken care of because *** is not a professional person so I assumed they had taken care of it but didnt notify me. I try to place an order on 5-12-23 and I couldnt because my account is locked. I have contacted Stop and Shop customer service on 5-12-23 and I was told by ***** the customer service agent that she has sent an email to the receivables department with my concerns and to charge my CC so my account would current and I will be notified within 24/48hrs. I received an email on 5-12-23 from *** saying I still owe $43.90 that I need to contact them. I sent her an email with a screen shot of the email she sent me and my email I sent her with my permission to charge the CC on file and the CC details. She has not contact me stating if she received my emails or not. This has happened numerous times with ***. Pat never is professional. Previously, *** WILL NOT contact me during normal business hours. I will get 3am emails regarding responses that I needed earlier in the day. *** will not try to rectify the matter in a timely manner, so I have to speak to different people and the end result is always *** having to fix the matter. There is never a supervisor available and this person is never held accountable for their unprofessional behavior. My account is still locked and I still havent heard from account receivables.

  Customer Answer

  Date: 05/23/2023

  [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,
  
  ****************