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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:04/20/2023

      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 am filing this complaint about the Stop & Shop located on ********** in ******* **. More often than not, the bottle/can return machines are not working. Today, I brought this to the attention of a customer service person. She did get a person to attend to the machines. I waited and then left and returned 20 minutes later to the bottle/can return room. The plastic bottle machine would not accept bottles on a consistent basis. It would spit them out. I had to spend a lot of time putting the bottles back in, turning them around, etc. before the machine finally accepted them all. There was no rhyme or reason to it! The can machines were not working at all!The glass bottle machine was full!I went back into the store to ask for help. The customer service person told me she would get someone to help me. I watched her but did not see her call for help. So I went back to the bottle room and waited a few minutes. No one came to help so I left the bottles and cans in the room and went home. I would like a refund for those bottles and cans.I have tried to give the bottles and cans to customer service before but they won't take them. They told me they could not take them due to health department rules.

      Business Response

      Date: 04/25/2023

      We are sorry to hear of the customer's experience with the store. Our store management team has reached out to the customer and provided a resolution.

      Customer Answer

      Date: 04/25/2023

      [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:04/11/2023

      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 am making this complaint towards stop and shop because of their negligence and not caring for their customers , on February 6 2022 I was shopping in the floral department and I went to pick up a vase of flowers and my finger was cut pretty severely on the glass shelf , I was bleeding real bad and got the worst customer service about the incident.. the manager that took down the incident report told me Id get a call soon , a week later I got a call from a insurance adjuster very rude and dismissive over my injury she told me shed call back In two weeks to discuss further what my settlement would be ! I never heard back and I dont have the phone number or name of this insurance adjuster I tried to call the stop and shop this injury occurred and I get told they have no information available for me , again very dismissive.. so Im writing this complaint because of how awful of an experience this was .. Im saddened that they dont care about their customers and they dont take the proper care . Also the shelf that cut me , is wrapped up on some kind of foil wrapping paper and not fixed

      Business Response

      Date: 04/12/2023

      We are sorry to hear of the customer's experience and apologize for any inconvenience this may have caused them. Our ***************** has reached out to the customer and determined next steps.

       

    • Initial Complaint

      Date:04/09/2023

      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 4/7/23 I logged into my account with Stop & Shop, on Greenwood Avenue, *******, ** *****, and placed order for groceries to be delivered to my home (I had done this successfully before), completed the ordering process successfully, I printed the order, to be delivered on 4/8/23, and waited for the confirmation email. When I did not get the confirmation email even by 4/8/23, I called customer service at the store and asked for status. They simply said they do not deliver! When I said I had done it before, they kept repeating they do not deliver, and asked me to contact peapod and gave their number **********. No one answered, and at the peapod website I found number **********, and one ****** answered. He said order was canceled! When I said I did not cancel it, he offered to reinstate it. But when he did that, before his very eyes the order was automatically cancelled! He tried couple of more times, each time it was canceled before his very eyes. Then he simply said he has other calls to answer, and ended my call! Then I got email from peapod "We are sending you this email to confirm your delivery order (id ***********, which is scheduled for 4/8/2023 between 6:30 - 10 PM.) It was not delivered. Both Stop & Shop and peapod are at fault: Stop & Shop disowning their delivery arrangement with peapod, and peapod sending false emails and not delivering.

      Business Response

      Date: 04/17/2023

      WE ARE SORRY TO HEAR OF THE CUSTOMER'S EXPERIENCE. OUR DELIVERY TEAM HAS REACHED OUT TO THE CUSTOMER AND CONTINUE TO WORK ON A RESOLUTION.

      Customer Answer

      Date: 04/18/2023

      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,

      Sarma

       

       

    • Initial Complaint

      Date:04/06/2023

      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.
      The was a sale on Pepsi items buy 4 for $12.00 .I bought 16. 6 packs and was charged $13.00 for 4 . There was not a limit. When I went to the store the front desk person said that I could only get 4 for that price that did not make sense. Because I paid $13.00 for 4 . I walked out I will not shop there any more

      Business Response

      Date: 04/11/2023

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

    • Initial Complaint

      Date:03/24/2023

      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.
      This company utilizes digital coupons in order for customers to take advantage of many sales and special deals. However, each week when trying to log onto their website or app to download digital coupons for the new sale period (updates each week on Fridays) the coupons will either not load on the website, or I get an error message that there "are no digital coupons available, please check back later". Later in the week (Monday-Thursday) I have no issues logging onto the site to download these digital coupons. I feel the company deliberately makes it impossible to download the digital coupons at the beginning of each sale week in order to frustrate the customer so the customer gives up and comes into the store and then purchases the items at full price.

      Business Response

      Date: 03/30/2023

      We are sorry to hear of the customer's feelings regarding our digital coupon program. We have reached out to the customer do some research to see why they are unable to load coupons on Fridays.

      Customer Answer

      Date: 04/07/2023

      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. 

      I am continuing to have the same issue for the past two Fridays- I log onto the Stop and Shop website, attempt to download digital coupons, and the coupons will not load and I get an error message.  I believe the company continues to make id difficult for customers to download and use digital coupons over their busiest days.

      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,

      Kaitlin

       

       

      Business Response

      Date: 04/17/2023

      We are sorry to hear of the customer's issue. We sent the customer an email on 4/12/2023 asking for more information. We have yet to receive a reply. 

      Customer Answer

      Date: 04/21/2023

      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. 

      The business did reach out via email on 4/12/2023.  They offered a $20 coupon to be loaded to my Stop & Shop card, a gesture which I appreciated and would happily accept.  However, they have not yet replied to my response on 4/18/2023, accepting the offer and asking if the company needs to me to provide my Stop & Shop card number.  As of tonight I have not received a response and have not yet had the coupon offered loaded to my card.  


      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,

      Kaitlin

       

       

      Business Response

      Date: 05/02/2023

      The customer verified her card number on 04/26. the coupon was added to her card on 04/27/2023. We consider this matter closed.

    • Initial Complaint

      Date:03/21/2023

      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 purchased some frozen riced edamame a couple weeks ago from my local stop & shop. I noticed today that the best by date is 5/21/22.

      Business Response

      Date: 03/25/2023

      We ae sorry to hear of the customer's experience with he product purchased at our store. the management team from the store has reached out to the customer. 

      Customer Answer

      Date: 03/25/2023

      [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:03/15/2023

      Type:Customer Service Issues
      Status:
      Unresolved
      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.
      This is a follow up to BBB Complaint #********. On February 24th, 2023, Stop & Shop Customer Support Manager **************** stated that my account had been fixed and I accepted this response. However, I discovered on March 13th, 2023 that I was mislead and that my issues have not been resolved at all. My rewards points continue to disappear from my account.I contacted Stop & Shop Customer Support Manager **************** and she is unresponsive.

      Business Response

      Date: 03/16/2023

      We apologize that the customer continues to have concerns with their loyalty points. The customer was responded to by voice and email with an explanation and resolution. We are currently awaiting a response from the customer.

      Customer Answer

      Date: 03/16/2023

      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. 

      The business has not addressed this issue at all.

      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: 03/20/2023

      We are sorry that the customer is not satisfied. We are waiting on a reply from the customer to set up a time to speak directly with them to explain the issue further. 

      Customer Answer

      Date: 03/21/2023

      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. 

      Business continually takes ZERO ACTION to resolve my account problem that is clearly a technology issue on their end.

      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: 03/25/2023

      We are working with the customer to get the issue resolved.

      Customer Answer

      Date: 04/04/2023

      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. 

      Stop & Shop is not addressing my issue. They are completely ignoring me. I have not received any response from them that proves otherwise. They log into the BBB hub, post a response, and *********** I'll go 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:03/12/2023

      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.
      I bought a container of Stop & Shop parmesan cheese, and it has a noticeable chemical smell that is suspicious. I put some of the cheese in a separate dish to make sure it wasn't the plastic container, and the smell is from the cheese. Expiration is Jul 21, 2023, and the container was recently opened. I am contacting Stop & Shop to see if I can have this sent somewhere to be analyzed. I don't want anything, but to report this in the event there is a wider problem that Stop & Shop wants to address.

      Customer Answer

      Date: 03/23/2023

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

      Business Response

      Date: 03/24/2023

      We apologize for the delay in responding back. e are sorry to hear of the customer's experience with the parmesan cheese. Please know that we have involved our supplier for further follow up with the customer. 

      Customer Answer

      Date: 03/27/2023

      [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:02/23/2023

      Type:Billing 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.
      On Tuesday February 21st, 2023, I logged into my Stop & Shop online account because the week prior I had reviewed my reward balance and noticed it was over 900 points. This point accrual translates to $9.00 off a grocery purchase. When I logged in, however, I found the points had disappeared. I then called customer service, which after spending 1 hour on the phone with them, S&S concluded they have some sort of mistake on their end and my account was crossed up with someone else's. I have been using my S&S account for years with no issues, but they basically did nothing to resolve the matter. I attempted to log into my account today and it has completely vanished. They made no effort to resolve the problem and instead deleted my account. I find this extremely unacceptable.

      Business Response

      Date: 02/24/2023

      We are sorry to learn of our customer's frustrating experience with their online account and points.  ************* has reached out to the customer directly with the resolution of restoring the account and the credits and an email has been sent notifying the customer of this resolution.

      Customer Answer

      Date: 03/05/2023

      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. 

      The card number in my hand is *************. I have used this card for 17 years. When I log into my account that was "restored" I see a different card number. 

      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: 03/06/2023

      We are sorry our customer is still dissatisfied. The card that is appearing on his online account is linked to the card he shared with the BBB. They work as one card. We see that our customer has successfully redeemed some of the **** points we added to the account, which indicates that the account is working as intended. While we can normally update the card that shows on the online account once a customer logs in, that functionality is currently not working and we have our IT teams looking into a fix for it. Once the functionality is fixed, we would be happy to update the card that is showing through the online account. We apologize for the frustration and appreciate the patience as we work to correct this issue.

    • Initial Complaint

      Date:02/23/2023

      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 went to receive money from western union. I went into stop and shop and the head register told me that I needed to wait because everyone was busy in the registers. 10 mts went by and she decides to make an announcement thru the speaker. Asking that someone is needed at customer service. Another 10 minutes go by and she makes another announcement. 10 more minutes and someone name *** comes in and says I dont know how to do western union I am going to send someone from the register. A man name ***** comes and tells me let me take care of the lady behind you. Your service needs a lot of time. A woman name ******** comes in and in a very infuriated tone asked me to present two forms of ID asked a few more questions that made me feel a criminal. I work for customer service and the way I was treated there is not an explanation you just dont make people feel like a criminal.

      Business Response

      Date: 02/28/2023

      We are sorry to hear of our customer's experience and sincerely apologize for the frustration.  The manager of customer support reached out to our customer via email on February 24 at 7:30 am to obtain additional information to resolve this concern as we need to know the store location. As of today, we have not heard back from the customer. If the customer can provide the store location, we can get this over to our store leadership team for handling. 

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

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