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:02/22/2023

  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.

  I literally live a block or two from my local Stop and Shop. I am tired of going into the **********, ** Stop and Shop and getting into situations with your local staff. All I want is the sales price from the circular that I receive at my home weekly. When I get to the store they do but honor it because they say that their circular is different than mine. How can that be ? I literally live down the street from this store. *** encountered this issue 4 times and am now tired and switching fully to Market Basket. Are circulars different for different locations? If so why Is the consumer and even the store management and staff clueless regarding?. Why am I being treated like I printed my own flyer to take advantage of stuff that I need personally? I need answers. This is crazy.

  Business Response

  Date: 02/27/2023

  We are sorry to hear of our customer's experience.  A member of the store's leadership team has reached out to our customer directly to apologize and make them whole.

  Customer Answer

  Date: 02/28/2023

  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. 

  [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:02/15/2023

  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.

  I went to stop and shop to make a purchase which totaled $20. A few items that were on clearance did not ring up so I asked if the staff could ring them up. She gave me attitude and said go to a checkout line when a few days before they did this same transaction for me. I then asked to speak to a manager who also was inevitably hostile. As I was leaving she purposely it seemed to me blocked my path and it became an alteration feeling I had to defend myself. I was heckled by customers there in a kind way f public humiliation scene which is utter bullying. I do not feel comfortable shopping at this store because of this incident. A customer also called me ***** which is my mom's name and they have made a big incident at Central Park about that person being racist. This is demented sick and causing me extreme stress to the point I feel I need to go to the hospital for safety. I have a disability and they are harassing me. It is a grocery store and they won't let me purchase items there and make it about racism. Seems like everywhere I go this is happening. It is stressful enough to shop with food prices being extorting.

  Business Response

  Date: 02/21/2023

  We are sorry to hear of our customer's concern and sincerely apologize. A member of the store's leadership team has reached out to our customer to apologize personally and to address the matter.

• Initial Complaint

  Date:02/15/2023

  Type:Customer Service 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 am disabled and have been using online ordering and delivery for at least a year. Stop & shop updated their software and have not been able to place an order online or on the phone. Have been calling for a week and no one has called back. I called customer service multiple times with no resolution. I have spoken to friends who also use this system and they also are having the same issues. Tried to complain but they have no complaints department. I have created new accounts and tried whatever the representative said to do with no luck. I finally had to switch to Star Market. I cannot believe a huge company like this has not resolved the issue within a week. I am sorry because I liked the service before this issue. I asked for a supervisor and was told I would have to wait 24 hours for a call back. This issue is not with a store but the online services department.

  Business Response

  Date: 02/21/2023

  Back to the BBB: We are sorry to learn of our customer's concern and sincerely apologize for the frustration caused. This is a known technical issue that our IT teams are working diligently to correct. A member of our ecomm leadership team has reached out to our customer and had to leave a detailed VM apologizing and explaining the situation. We hope to have a fix for this soon.

  Customer Answer

  Date: 02/21/2023

  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. 

  [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.]

   

  I work for a company that if the issue was not resolved within 24 hours the software update would be backed out till the issue could be found, Si I have not been able to order necessary food for my household and have had to rely on the kindness of friends. The company should be more ************ would accept the company to deliver using the phone to take the order.
  
  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: 02/21/2023

  We are sorry that our customer is still dissatisfied. We have been made aware that issue had been resolved and our customer should be able to resume ordering online. We are glad to be able to resolve this.

• Initial Complaint

  Date:02/15/2023

  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.

  I want to file a complaint at Stop and Shop in *********************. My son accidently got a Netspend Prepaid Card on January 10th. He thought it was a gift card. Stop and Shop had it activated. He is 13 years old. And I thought you had to be 18 years old to get one. So every time he tries to use it, it declines. He has $125.00 on the card. We went back to Stop and Shop and the manager said he can not do anything about it. And I told him why does he have the Netspend card if you can not use it. I am very frustrated. We are a loyal customer at Stop and Shop and I hate to complain. But I would like this resolved. I also called Netspend and they couldn't help me either. I have called *********************** Office and they can not help me either. This is ridiculous that no one can help me. I am getting really frustrated, the store should not carry Netspend if you can not use it. We have the receipt that shows that it was activated. Please let me know what I need to do further.Attached is the prepaid card and the receipt.

  Customer Answer

  Date: 02/25/2023

  I have not heard from the business in response to my complaint.  Stop and Shop said there is nothing they can do.  Which is ridiculous.  My son brought the prepaid card, stop and shop authorized it and it still didn't work.  So we lost $125.00.  That is not fair. 

  Business Response

  Date: 02/27/2023

  We are sorry for our customer's issue with the NetSpend gift card. After doing research with our store's accounting department and the third party vendor who managers these ************, it was determined that the card was properly activated at the time of purchase. Unfortunately, we are not able to identify where the card may have been used. An email was sent to our customer on February 23rd at ******* to make her aware of our findings with a suggestion to contact NetSpend directly again to find out where the card may have been used. Our customer indicated that she was going to take to file legal action.

• Initial Complaint

  Date:02/13/2023

  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.

  A Stop & Shop truck hit my legally parked car twice on 01/20/23. I contacted the company within an hour of the truck hitting my car. I was transferred to Ahold ****************************. They have called and recorded me giving a statement, they have mailed me a request on 01/26/23 wanting a statement in writing (which I provided and they received- I have confirmation), I have sent *********************** not only a video of the truck hitting my car twice but also (at her request) photos of the damage. It has now been over 3 weeks and ************* refuses to return my phone calls or respond to me via email on getting the claim moving forward so I can get my car repaired. I want this company to take responsibility for the damage their driver did to my legally parked car while their driver was making 2 illegal maneuvers - 1 backing up onto a one-way street - the 2nd - making a left hand turn in the opposite directions of the one-way street. Plus this driver broke the law a 3rd time by not leaving his contact information. I am the victim of this hit and run and yet the company is choosing to ignore me. I want my car fixed and I want a rental car while my car is being fixed.

  Business Response

  Date: 02/14/2023

  We are sorry to learn of our customer's concern. This concern has been send to our claims department where an investigation was conducted. Based on that investigation, the claim has been denied. The customer has been made aware of the outcome of the situation. Our customer indicated to our adjuster that she will getting an attorney, and as such, we can no longer communicate about this matter. 

  Customer Answer

  Date: 02/14/2023

  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,

  *****

   

  The company has not seen the damage, the company has lied to me, the company claims to be sending me a response to claim which I have not received.  I never told the adjuster that I would be getting an attorney.  This adjuster has lied multiple times in this interaction and she continues to lie.  This company needs to respond to my concerns as well as a manager contact me.  This is not acceptable response as all and is a complete lie

   

   

  Business Response

  Date: 02/15/2023

  We are sorry that our customer disagrees with our decision. We stand by our decision and consider this matter closed. 

  Customer Answer

  Date: 02/16/2023

  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. 

  [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,

  *****

   

  This matter is not closed since this company is lying.  This company has never address this complaint.  I have never stated that I would get an attorney.  I asked their representative a question but since she has lied to me from the beginning, I would expect her to continue to lie.  This company caused significant damage to my car with their unsafe drivers. 

   

• Initial Complaint

  Date:01/26/2023

  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.

  I placed my order yesterday 1/25/23 at 4 PM for 24 cases of water to be delivered on 1/26/23. I received an email at 2 am stating the account couldnt be verified and the order was canceled. On 1/26/23 I received notification that the order was one stop away and would be delivered by 6pm. A driver ******** arrived at my house and did not have any water for me. I asked why he was here if he did not have my order. Stop & shop provided my name , address and information to a COMPLETE STRANGER who did not deliver what was paid for. The money has yet to be returned to my account and the sale for the waters are now over ! I will not be able to get my items as I anticipated. The escalations representative was uneducated on their policies and was NO help at all. He was rude and nasty before disconnecting the call without resolving the issue at hand ! I still ended up with NO WATER & NO REFUND !

  Business Response

  Date: 01/27/2023

  We are sorry to learn of our customer's experience. A member of our ecommerce leadership team has attempted to contact our customer but the number provided rang busy for some reason. As there was some discrepancies in her contact information and how the order was placed, as well as what information is listed on the payment method, the order was flagged as possible fraud. 
  
  As for the payment, that was a pre-authorization, and the card was never fully charged. Unfortunately, we have no control over how long it takes a bank to release a pre-authorization amount, and if that is still pending, we encourage our customer to follow up with the bank as it was reversed on our end. 

  Our customer should have received an email regarding this and we encourage our customer to reply to that email so we can get this sorted and re-open the account once all information can be verified and we will be **************** the order.
  

• Initial Complaint

  Date:01/14/2023

  Type:Sales and Advertising 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.

  I stop goihg stop and shop by ****************** lack.of cust service horrible fT cs person tegused honor sales price help w digital coupon which do not work sevetal times fat wm cs refused to give flyer sales price on mandaris **** me lose $ until shes fired snd store helps **** .but she told me go shoprote as she refused jonor sales price many times .

  Business Response

  Date: 01/16/2023

  Due to the nature of the complaint, the language, and the spelling, this complaint will not be answered. If the customer wishes to resubmit without name calling with something that is understandable, we will be happy to assist. 
  Comment

• Initial Complaint

  Date:01/04/2023

  Type:Sales and Advertising 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 purchased my grocery Order #m317602156 from the Stop & Shop mobile app and pick up the order for the *************** Store. The order was place online where I used my gift card of $100 and the rest $97.74 on a ZIP App (Quadpay) . Total amount was $197.74.The online order went through without an issue. A day later I got a text from Zip App stating whether I pick up my Stop and Shop order. I was confused thinking the payment went through and I can start making payment through Zip next week. The payment did not get deducted from the card ending in #****. I notice they deducted the $97.74 from another card that they had on file. But I didnt ask or advise them to take the payment from my debt card ending #****. I called to Stop & Shop Rep. to have this corrected on Dec 31,2022. I inform the Rep. that I wasnt aware or notified by ***** or by text that the payment didnt go through and they used the another card without my knowledge. The Rep. ***** the Accounts Rec. ***** to give me a call to correct this. On Jan 1, 2023, I never received a call but got an ***** stating they were successfully able to deduct the payment from the card ending #****. I notice on my bank statement the payment was still there and no reverse attach to it. I called their cust. serv. number again and spoke to a leader name ******. On Jan 4, 2023, I received ***** stating that had to use the other card ending #**** to make the payment go through and nothing else, no apology no credit or a good explanation. Im seeking a refund of $97.74 and some additional credit for messing up my debt card. Im upset that they would do this to a longtime customer and all the supervisor except the customer services rep. that took my call, FAILED. They did not call or follow up with me. The only help was form ************************ and the last rep. I spoke to. This complaint should be approved based on the fact they had no right to deduct a payment on a card that wasnt attach to the order. That's stealing.

  Business Response

  Date: 01/10/2023

  We are sorry to learn of our customer's concern. An email has been sent to our customer directly to explain the cause and actions for the charges on his cards as the card being charged is not accepted by our system and therefore, it fails, and we then charge the other card on file.

  Customer Answer

  Date: 01/15/2023

  [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:01/01/2023

  Type:Sales and Advertising 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 stopped by the stop and shop located at ********************************************************************* and made a purchase on 1/1/2023 at 4:22PM EST. I purchased snow crab seafood during their special of $7.99 per pound. The weight and price tag indicated ***** lbs. I weighted the package, which included the snow crab and the dense paper bag they placed it in, at home on a kitchen scale and it weighed 1.7 lbs. I find this significant discrepancy in weight alarming when this was weighed with the sense paper bag used for transportation.I included a video in which I weighed the item on the kitchen scale which all items in the frame of the video to avoid any discrepancies.

  Business Response

  Date: 01/03/2023

  We are so sorry to learn of our customer's concern. The concern was shared with the store's leadership team and an email has been sent to the customer to apologize and to provide resolution for this issue. We appreciate our customer bringing this to our attention.

  Customer Answer

  Date: 01/03/2023

  [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:12/29/2022

  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 sent my son an electric gift certificate as a house warming because he just moved out on his own. He filled his online shopping cart and was eagerly awaiting his first grocery delivery. At the time it was due to be delivered he got an alert that it was cancelled. That was on November 7th. He called to find out what happened to his delivery and was then told that his identity had to be verified. He then called three more times to find out where his $150 was and of his identity was verified. I personally spoke to Aleah on 11/15 at 4:43PM. She told me she was able to pull up the record and saw that the ticket had been closed by the previous agent meaning that it was resolved. I assured her that is was not. She said she needed to email Accounts Receivable and that they dont have a phone number so she would just have to wait until they get back to her. After an hour on the phone she apologized profusely and said we would just have to wait until accounts receivable reach out to my son. They do not return money to gift cards and will not exchange for cash. All excellent information from Aleah and I felt like we were finally getting somewhere. Its now been over six weeks after the conversation with ***** and almost two months since the order was cancelled. My sons $500 gift card is still less $150 and he has received no correspondence from Stop & Shop.

  Business Response

  Date: 01/04/2023

  We are sorry to learn of our customer's concern with the gift card. A member of our ecommerce leadership team has looked into this situation and has reached out to our customer directly regarding the concern via email and has spoken on the phone with the son to go over the gift card usage and balances.

  Customer Answer

  Date: 01/04/2023

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