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 Gas Station

  125 W Main St Hyannis, MA 02601-3736

• 

  Stop & Shop Supermarket Company

  337 Great Rd Bedford, MA 01730-2802

• 

  Stop & Shop Supermarket Company

  15 Rosemere Dr East Providence, RI 02914-2018

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:12/28/2022

  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.

  On 11/25/2022 I placed an online order for grocery pick up at Super Stop & Shop ****************************************. When placing the order I authorized that the order be charged to my SNAP card ending in ****. I put in my pin for my SNAP card and it approved my card for my grocery order # m314979255. When they processed my order the online system charged my debit card ending in **** $253.56 instead of my SNAP. The only amount authorized to be charged to my debit card was the $2.95 fee for order pick up. I did not authorize this charge and the money was taken out of my bank account. I tried to resolve the issue with Stop and Shop customer service through a customer service report, several phone calls and walking into the store I place the order with. The issue has not been resolved and customer service refused to let me speak to a manger and hung up on me several times. All I was asking them to do was refund the $250.61 to my bank account and charge my SNAP account like I had originally authorized when placing the order.

  Business Response

  Date: 12/30/2022

  We are so sorry to learn of our customer's concern. A member of our eCommerce team has spoken to our customer to apologize personally and make them whole.

  Customer Answer

  Date: 12/30/2022

  [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 did receive a call from a customer service representative today 12/30/22 that said the would be able to issue a refund of the money. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:12/28/2022

  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 have a complaint regarding the stop and shop gas rewards program.I have been having issues since my account was opened and it has gotten worse within the past year. The amount of gas rewards that have been listed on my receipt has gas points available to use. is not showing up at the gas pump a few days later. There have also been issues of after 1 week of shopping zero balance showing up at the pump. I m very disappointed in this program and feel stop and shop should fund a better rewards program.

  Business Response

  Date: 12/29/2022

  We are so sorry for our customer's issues with their gas points. The manager of customer support has been in touch with our customer directly to apologize and resolve the issue. The customer was advised to reach back out should there be any other issues down the road, which we certainly hope there is not.

• Initial Complaint

  Date:12/19/2022

  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.

  Re *******************************************. Store was there day Dec 17 6 pm and was Mandarin bag ****. there digital font work do.i asked fat nasty mngr cust service honor price .she refused and tolde I have iploaf it never works a senior Fat nasty witch st refused do her job All sipetmkts help cust w and price in past she refused all sipetmkts help but this one she told me ho.djoptotr she's mean lazy and refuse to.dp cs she needs be fired . She refused to honor ad price where all others do if I go desk she only had ring up but she's fat ugly lazy mean in past she refused help vustetd djr fat lazy mean fails do her job which is assist cust she's supposed ring up sale ad price in past she fails do any job all other stores S***** cust she ***** seniors coupons don't load all other stores **** help cust supposed ring up sales ad price if not loaded the first doesnt work she's lazy fat ugly I competent Hates seniors she needs bef fired 6 pm day Dec 17 ************************************************

  Business Response

  Date: 12/19/2022

  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. 

• Initial Complaint

  Date:12/15/2022

  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 have had so many issues with Stop and Shop in ******* ************ that I really should have known better, shame on me for trying them again... I ordered a birthday cake for my two sons at the bakery on Tuesday for a Saturday pick up. They have the book to pick a design but let you know that they don't actually carry the decorations required to make them, that they just print the design on the top of the cake. My son made a digital animation, I printed a color cop and gave it to them. Saturday morning I called to make sure all was on track for my 1:00 pick up - the woman on the phone couldn't understand me, then couldn't understand the name, then after a 4 minute hold confirmed it wasn't made yet but would be ready for 1:00... fine... Picked up the cake to get home and find that the design had been placed so off center that the right 1/3 of the photo was missing, GIVE ME A BREAK. I called and the woman said I could bring the cake and the picture back and they would redo it so I drove back and returned both the cake and photo. Two hours later they called that it was ready, when I arrived I found that they had shrunk the picture, which was printed on a 8.5x11 paper to about 5x7 for a 1/4 sheet cake, they filled the outer borders with icing and the photo was STILL OFF CENTER. At this point I didn't have time to wait for another cake and was offered no discount or refund. I could not even take photos of the cake at their party because it was embarrassing to look at. How disgusting that any cake would be given this way but especially one that was clearly for children. I could have made a better looking cake myself.

  Business Response

  Date: 12/15/2022

  We are so sorry to learn of our customer's concern with the cake she ordered and sincerely apologize for her disappointment and for how this was handled. Our customer's concern was shared with the store's leadership team who indicated that the customer was in store today with a concern about cupcakes order for pick up today, which he addressed and made our customer whole.  The customer did not mention to the store manager an issue with the cake.If our customer would like to speak to the store manager again, please let us know and we can make him aware.

  Customer Answer

  Date: 12/25/2022

  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 dont know who they think filed this complaint but they are referring to cupcakes when my order was a cake, I even attached photos which clearly show that it was a cake. I do not know who they think they are responding to, but they have the wrong customer.

  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 12/29/2022

  We are sorry to learn of our customer did not receive the follow up that was expected.. Members of our store leadership team have reached out to our customer twice by phone at the number provided in the complaint and have had to leave a message.  The store manager has sent our customer an email this morning (12/29) asking for a call back with the phone number on which to reach him so that we can apologize personally and resolves this concern.

• Initial Complaint

  Date:12/13/2022

  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 have called the store and the corporate office. I have talked to employees who have been complaining about the same issue. I pick up my groceries and the paper bags are so cheap that they rip easily. Groceries cost a fortune and every time I pick up groceries, I get paper bags that rip. Carrying groceries into the house and the contents fall out all over the place. The employees have complained and nothing is done. When you have groceries delivered, they are in *********** for a reason! If they had paper bags, they would be falling out of the bags. It is unacceptable! And clearly, no one is listening.

  Business Response

  Date: 12/29/2022

  We are sorry to hear of our customer's concerns with the bags being used for pick up orders and apologize in the delay in getting an answer back to the BBB.  We are still actively pursuing this with our business partners, many of whom were out for the holidays.  We will be following up on this today and hope to have an answer back to our customer and you shortly, and we appreciate your patience in the meantime.

• Initial Complaint

  Date:12/12/2022

  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 pulled into the Stop & Shop gas station at ************************************************** on 12/2 just shortly after 9pm to fill my tank. I pulled up to the pump closest to the attendants booth and was taking out my loyalty card and credit card when I heard a loud thud and my car shook. I looked up to find that the attendant had thrown open the office door directly hitting the front quarter panel of my vehicle. He gave a grunt and a scowl and said *****, this happens all the time. Then he walked off to assist a customer who was having difficulties at another pump. I stood there stunned. The attendant, then walked back to his booth and said to me in passing is it OK?. He didnt even wait for my response before retreating back inside. I moved my vehicle to another pump and filled the tank because I didnt have enough gas to make it home otherwise. Since I pulled up right in front of the attendant booth window, and he could clearly see my vehicle, why wouldnt he open the door slowly and carefully so as not to hit it? He indicated that this has happened many times before! The reason why he didnt use caution is because he doesnt care and clearly nobody at *********************** offices do either. I spoke with five separate customer service and claims reps last week and had the same experience as many of the other complainants total run around. False claims never filed. Promised Phone calls never returned. A pack of lies and a total waste of my time! The damage to my vehicle makes me angry, but Im more bothered now by the total lack of professionalism and customer support from ******************** personnel. Perhaps theyd rather correspond with my attorney?

  Business Response

  Date: 12/14/2022

  We are sorry to learn of our customer's experience. The concern has been raised with our claims department and an adjuster will be reaching out to our customer to discuss next steps.

  Customer Answer

  Date: 12/14/2022

  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. 

  
  Ill look forward to receiving a phone call from Stop & Shop claims representative and hearing their resolution proposal.

  
  Thank you,

  ****

   

   

• Initial Complaint

  Date:12/07/2022

  Type:Billing 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.

  Our S&S/Peapod account is in the name of my wife (*********************). On Nov 7 I paid a pending Amex bill of $210.72 for Peapod delivery on Nov 6. On Nov 9 I discovered an Amex bill of $168.75 which I initially questioned, but later paid believing the double payment would be corrected. Not so. The S&S Receivables branch insists that I owe $168.75 even though both AE and ************* confirm that both charges for the same delivery were fully paid.The underlying problem is the failure of S&S/Peapod to allow customers to communicate with the responsible branch or the corporate headquarters. For the last 7 business days I have attempted to contact Receivables by both email (all bounced back) and telephone (never a promised call back). As a result, (1) our Peapod account remains blocked (2) Receivables has put our account "in collection;" and (3) my wife and I (both in our mid-80's) are unable to order deliveries or pickups. The time I have expended on this matter and the health-threatening stress that the Company's blocked communication now warrant appropriate compensation, over and above resolution of the billing issue.

  Business Response

  Date: 12/15/2022

  We are sorry to learn of our customers experience and frustration. A member of our ecommerce team has been in touch with our customer directly to resolve the issue at hand.  We understand the frustration at not being able to speak to a person about this in our finance department; however, our finance department is not a customer facing department and all contact must be made through our customer contact **********************, which has occurred.  We will not be offering any additional compensation beyond was previously offered to him.  Again we apologize for the frustration caused.  

• Initial Complaint

  Date:12/05/2022

  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.

  Over the last few weeks, employee's at the ****** road Stop and Shop have been denying returns, even for spoiled food, out of date or accidental food purchases. Stop and Shop advertises a no hassle guarantee freshness or your money back. A employee said that they can no longer return markdowns, even if the item is spoiled. I retorted with, when did this start? Why isn't it on the receipt, or a sign posted anywhere? There are no warning signage anywhere that states that all sales are final. Customers would have no idea until after they buy a item and then learn that they are stuck with bad food or someone that *** cause allergies, etc. I called *********************** number and was told that no such policy exist and that I shouldn't have a problem return any item, especially if I have the receipt in hand.It seems the manage *************, has a personal issue with any returns that are marked downed. He thinks that people who have darker skin, must be trying to "pull a scam", "steal" or are trying to upgrade for free. These are the accusation that he accused me of, when I returned two houses later to return the bottled water that I didn't know had aspartame in it. He yelled at me, for buying marked down bottle water and then daring to return it. I was accused of returning a lot of items and then trying to get a better item. I retorted with, I have never once not paid the difference, if the exchange wasn't equal or the same item wasn't in stock. 90% of the time I always have the receipt, and have never even asked for "double money back". I just want fresh eatable food. *************, kept on alluding to "you people", which to a black person one step away from calling us the * word without "actually" saying it. I explained to him that I called corporate, to confirm that their isn't a all sale final for mark down policy. My receipt also doesn't state this, sale tag's, or fliers. He screamed at me, I don't care! I'm not exchanging your stuff, all sales are final.

  Business Response

  Date: 12/06/2022

  We are so sorry to learn of our customer's experience. I have involved the district director who oversees that store and she has spoken to our customer directly to apologize and make them whole.

• Initial Complaint

  Date:11/28/2022

  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 ordered $220. worth of Food from Stop and Shop PeaPod Delivery, Order# d313826742 Nov 18, 2022 they were out of stock on about $50 worth of food and have not giving me a credit for missing food. THE BIG ISSUE IS MY TURKEY WAS OUT OF STOCK, THE FIXINGS DO ME NO GOOD WITHOUT A TURKEY. If I knew they were out of Turkey I would not have order anything from them I would have shopped somewhere else... Now I have NO Money to buy a turkey from another store! I am 64 years old, Disabled and survive on Social Security disability. Please help me Thank you, *********************** ************

  Business Response

  Date: 11/29/2022

  We are sorry to hear of our customer's concern. A member of our eCommerce team has attempted to reach out three times today to connect with our customer to let her know that we have issued a $20 ECC and $10 credit for the inconvenience. If our customer has any questions or concerns, we encourage our customer to return the phone call.

  Customer Answer

  Date: 11/30/2022

  
  
  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:11/22/2022

  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.

  Their automated system said the prescription I requested to be refilled would be filled in less than 6 hours, but yet when I went to the store ~12 hours later it was not ready and the person said it was no where near ready for pick up. So I wasted my time and gas to go to the store to pick up the prescription based on their system saying it would be ready for pick up many hours earlier.I hate wasting my time and gas! If I would have been told it was not ready or would not be ready I would be fine, but since i was told by the system it would be ready I had faith it would be ready for pick up.

  Business Response

  Date: 11/28/2022

  We are sorry to hear of our customer's concern with the **********************. We have contacted our customer via email requesting more information and store location on 11/23 and to date, we have not heard back.  We encourage our customer to please reply to the email so that we can follow up with the appropriate teams.