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

  1137 State Route 34 Matawan, NJ 07747

• 

  Stop & Shop Supermarket Company

  8301 Professional Pl Ste 115 Hyattsville, MD 20785-2351

• 

  Stop & Shop Supermarket Company

  59 Long Pond Dr South Yarmouth, MA 02664-4161

• 

  Stop & Shop Supermarket Company

  575 Greenwich Ave Warwick, RI 02886-1814

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:05/04/2025

  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 check out at your store in ********************** on ************. They told us the debit cards were down which was fine I was gonna pay cash but they never said I could never use my WIC card until they had scanned everything in my card and I ran my card. The employee also said that my number for points was not going through but he was able to type one in? That made no sense. I need food for my family so I just bought the items ($212) but I think that they need to be more specific about what people can actually use when your system is down. Im a single mom and that was a lot of money for me to pay that I didnt plan on paying because of lack of information.

  Business Response

  Date: 05/20/2025

  The store manager reached out to this customer to resolve their concern.

• Initial Complaint

  Date:04/23/2025

  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.

  I shopped at stop and shop on friday April 18 2025. There was price for 30 oz ********* mayonnaise for $******** had to clip coupon.i clipped ********* would not register. I was told I would have to wait for about an hour for it to be processed.i declined to wait.The coupon expired on 4. *****.I returned to store on April 23 25 The product was out of stock and was refused a rain check.The store is located at ********************************There are no stops and shop in ********* where I live.This is unjust service.I politely request that a rain check be sent to my email address at ***************** ********* 30oz mayonnaise for $2.99 I am a frequent weekly shopper at stop and shop.Your assistance would be greatly appreciated for me to remain a loyal customer.

  Business Response

  Date: 05/14/2025

  We apologize for any frustration, but we appreciate the customer bringing this matter to our attention. We have forwarded this to the district manager for handling. The district manager will contact the customer directly to resolve this matter. 

• Initial Complaint

  Date:04/21/2025

  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.

  Please refund my ************* membership since the order I placed stop and shop cancelled and I haven't used the service a single time in the month of April. On my credit card it shows a charge of $13.86 for Go Pass (I'm including a photo as proof.) I would like to be issued a full refund for go pass since I wont be using this service this month.

• Initial Complaint

  Date:04/16/2025

  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 April 12th, 2025, I placed an order on my Stop&Shop app for a grocery delivery to my home. On April 14th the charges were processed from my checking account TWICE. I was charged $62.82 twice, back-to-back, the morning of 4/14/25. I called my bank and they confirmed that Stop & Shop had in fact charged me twice for my order and advised me to call Stop & Shop. I called S&S, spoke to someone in customer care who first told me she only saw 1 charge & kept asking me if they two charges were the same amount, I said YES. She put me on hold. When she returned she told me S&S HAD double charged me and that her supervisor is working with Billing to refund me and I should receive it soon. I waited 48hrs for the refund before calling back. On 4-16-2025 I called again. The first ***** I spoke to informed me that she saw where they were working on my ********** should continue to wait & they will send a $20 gc for the inconvenience. I thanked her for that and asked how I will know when my refund will be processed. She informed me I would have to continue to check my bank statement...then she tells me that as she was digging deeper she see's that there is nothing they can do on their end and I will have to file a claim with my bank. I remind her that my bank did not double charge me, S&S did and asked to speak with someone above her since she is now telling me something different than what I was told on 4/14 & what she had just told me moments earlier. She then informed me there was no one above her I could talk to. I informed her again that I would not be going through my bank as they were not the ones at fault and that I need to speak to someone there either in billing or er supervisor. After being told there was no supervisor 3 times she finally transfers me to a team lead. The team lead told me that their bank (*****) is double charging people but that they refuse to do anything on their end and I would have to go through my bank. This needs to be resolved on S&S side.

  Business Response

  Date: 04/24/2025

  Called customer regarding order **********. Advised customer this is a billing issue on the cardholder's side as we only see the charge once. **** is identifying all impacted issuers and is working quickly to refund the impacted cardholders on the duplicate charge. Advised customer to call the number on the back of the card used for payment of order m615287357 for assistance. 
  
  

  Customer Answer

  Date: 04/24/2025

  [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:04/13/2025

  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.

  The ************ location (*********,**) has several women of older age groups, that work in the self checkout area. My family and neighbors have repeatedly witnessed a general nervousness/discomfort dealing with minorities. I can almost tolerate fear of the unfamiliar, although it is still not okay. One specifically, (*****), has gotten away with what I (and others that are minorities), are very tired of dealing with. We are consistently subjected to her racist behaviors and mannerisms.If you come in with young black males, its definitely clear to see. Verbally, shes rude. Any black or brown people are subject to glares, eye rolling and there being a sudden need to stand immediately behind you, repair the neighboring machine, or just blatant attitude. If shes at the register and you dare ask a question, it becomes very dramatic eye rolling, hand on hip and exasperated huffing, when were just trying to make sure that we are being charged correctly and/or have enough to pay. Shes quick to remind you of things in/under your cart, in an accusatory tone, when youre most of the time just having to separate items bc of multiple payment methods. This is all greatly unappreciated. There are a few exceptions to this behavior, and are normally people that shes adjusted to bc of age or familiarity. I feel it necessary to keep in mind the location. This location, is in a mostly, minority based area. She requires some level of training regarding the culturally judgmental behavior. In general, shes ill mannered and chooses to be otherwise towards those of us she deems safe , I assume. Again, she knows where she works. Im hoping if maybe this is addressed, there can be change.

  Business Response

  Date: 04/22/2025

  The store manager contacted the customer **************** via telephone...they apologized for the treatment observed or received in the past. It was made clear that we about the many diverse communities we serve. The conversation ended on a very positive note and the customer will continue to utilize our store for shopping needs.

• Initial Complaint

  Date:04/11/2025

  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 am an annoyed customer of Stop and Shop in *******, ** because of a recent incident last night at the store. I bought groceries, using the flyer that I obtained at the front of the store, reflecting the current sales prices of items to purchase. The sale according to the flyer ran from April 4th to April 10th, and I was shopping at 6:30 PM on April 10th, and the store closes at 10:00 PM. I went and bought my items using the provided flyer, but when I went to check out, my total was much more than I had calculated while shopping. I paid for my items, because there was a long line and I didnt want to create a fuss until I reviewed my receipt to be sure. I stepped aside and reviewed my receipt, and found several of the items were charged at higher prices than what was advertised in the flyer. I went back to the register and told the cashier, and she said that there was nothing she could do and I would have to come back tomorrow, as the customer service desk was already closed (this was only 7 PM mind you, and the store closes at 10 PM). I also was concerned that they were open until 10 PM Thursday, and the sales flyer did not say a time but just that prices were good from Friday of the week before until Thursday, and yet they change the prices in their computers at 7 PM, which means everybody who shops from 7-10 PM at that store (and maybe many more) is getting overcharged on items on a regular basis. Im sure over time this nets the company several thousands of dollars, even more. I have attached to this pictures of the flyer that I used to shop for items that were on sale, along with a detailed list of the overcharged items that I believe I should be receiving credit for. Please help me get my refund, and more importantly make sure these stores dont do this deceptive behavior any more. Thank you,

  Business Response

  Date: 04/16/2025

  Store spoke with the customer. He will be in for a refund and a gift card. All associates involved have been addressed.

  Customer Answer

  Date: 04/16/2025

  [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:04/08/2025

  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 December 4, 2024, I purchased two gift cards from Stop & Shop in Freehold as Christmas gifts. I gave my niece a gift card to ******* for $50, she tried to use the card last week at *******. When she went to make her purchase, they told her that the card had already been used. My niece scratched the card in front of the sales associate. They said there was nothing they could do, she must have been a victim of fraud and for me to take the card back to the store, I purchased it from. They said there was a lot of fraud with ******* gift cards around Christmas time I went to Stop & Shop and was told to speak to ****. I spoke with **** on April 7, 2025. **** explained to me that since they are a third-party, she was unable to help me even though I purchased the card there, it seemed very disappointing since I shop there weekly and spent over $200 a week at this store. She told me to contact Sephora and explain what happened and so I called Sephora on April 7, 2025 they told me the card was used on line on December 6, 2024 which I told them was impossible because I gave this to my niece on Christmas Day. They could not tell me what was purchased or where the order was shipped to, they told me that due to their policies they cannot help me since I purchased the card from Stop & Shop. They told me to call my credit card company so I called Discover on April 7, 2025 and Discover tells me there is nothing that they can do either and that I should contact Stop & Shop again, and if Stop & Shop cannot help me, I should file a police report with my local police department. I do not understand how I can make a purchase and become a victim of a scam and none of these merchants are willing to help me. Its unfair to me and to my niece.

  Customer Answer

  Date: 04/19/2025

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

  Business Response

  Date: 04/21/2025

  We are sorry for the delay in responding back as we are still researching this issue with our *********** We hope to have a resolution in the next 5 days. 

  Customer Answer

  Date: 05/07/2025

  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 still have no resolution to my complaint ********.
  
  Thank you,
  ****

  Business Response

  Date: 05/09/2025

  We contacted the customer by phone and left a voicemail explaining that, although the gift card was purchased through our store, it is a third-party card issued and managed by *******. The customer had already reached out to *******, who confirmed the card was redeemed but was unable to offer further assistance.

  
  We advised the customer that, in situations like this, we recommend filing a police report, as we are unable to investigate third-party gift card issues directly. We also informed them that we are fully willing to cooperate with law enforcement if an investigation is initiated.

  Customer Answer

  Date: 05/12/2025

  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 purchased the gift card from Stop and Shop. It's for $50.00. I spend over $200.00 a week at this store. They sold me a Gift Card that had zero dollars on it. They should be responsible for the card. Why should the customer lose $50.00 and the recipient not get her Christmas gift. 

   

  [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 clo
  
  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:04/05/2025

  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 am writing to formally report a serious health and safety concern I recently witnessed at [Stop & Shop SuperMarket], located at [ **************************************] I observed the presence of rats within or around the premises, which is coming into my home backyard & into the front of my home, Its highly concerning and unacceptable in a food retail environment. I have done everything on my end to keep them away, hiring an exterminator & disposing my trash into closed seal bins. In my household I have two toddlers as well as young children. This is causing me and my family to be frightened to enjoy our home when were outside in our yard or sitting on our porch. This issue poses a significant risk to public health and violates hygiene standards. I urge you to take immediate action to investigate and resolve this matter. I also request a follow-up to ensure that appropriate pest control measures are implemented, and the store is in compliance with health regulations.Thank you for your attention to this matter.

  Business Response

  Date: 04/09/2025

  Our customer care **** ******, called this customer and sent a follow-up email. We are hoping to confirm the information from the back of the card (as we were only sent pictures from the front of the card) and we need the numbers from the back in order to file a claim with our gift card vendor.

  Customer Answer

  Date: 04/09/2025

  [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:03/29/2025

  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.

  Again i bought a old, moldy, soggy product from *********** in *************First it was **** cap hot fries now its strawberry poptarts! A few packages were open but the box closed. The food is old and soggy!! Funny how the bad food is always first in the row like someone knew it was bad and was jus trying to make the sale hoping the customer wouldnt notice! I did!!! Picture and receipt attached!I want a refund in the same way i paid CASH!! Not store credit, not a gift card CASH! This isnt the first time *** boughten bad food!!! Nor is it the first ive heard of it! Im spent my time and hard earned money buying old soggy moldy food from a billion dollar company! How pathetic!! U guys loooovve to raise prices but the quality stays the same! Everytime i shop there i gota smell, flip upside down, check and recheck everything i buy from stop and shop! Its sad! Im at the point where its safer smarter cheaper and ****** free to just shop at market basket!! This is disgusting but not surprising which is sad!I want a refund, i really should ask for a refund for my whole tab that day $47 cuz who knows what else is bad!!! Im not taking more of my time and gas driving to the store to argue w the staff about a refund! Ill just go to the bbb and the board of health!Pic of the food, and the receipt attached!

  Business Response

  Date: 04/09/2025

  Customer was contacted by **************** Manager on 4/2 to address this customers concerns and provide a refund.

• Initial Complaint

  Date:03/06/2025

  Type:Customer Service 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.

  The contact us section for Stop and Shop doesn't work and neither do their digital coupons. Today at their ************* CT store my digital coupons for Angelsoft tissue and Bandaids did not go thru. This happens to me weekly and I cannot unpack the entire order after paying to wait on a long customer service line for a rude employee to hand me back a few cents and not even adjust the sales tax I paid for the products. It takes time to find the correct brand and size yet the coupons still are not honored. Stop and Shop's "contact us" area of the website hasn't worked in several weeks. I've typed in complaints only to spend hours trying to submit them. If I call I am told I must return with receipt & overcharged items. The store's prices are outrageously inflated and the miserly coupons for 50 cents or one dollar are not honored.

  Business Response

  Date: 03/18/2025

  We are very sorry for any inconvenience caused by the customers experience. We have taken the liberty to refund the customer and notified the store management team so we can collaborate with them and ensure things like this do not happen again.