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.

close

Find a Location

Stop & Shop Supermarket Company has 78 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Stop & Shop Supermarket Company

  1385 Hancock St Quincy, MA 02169-5103

• 

  Stop & Shop Supermarket Company

  60C & 60A Campanelli Drive, Braintree, MA 02184

• 

  Stop & Shop Supermarket Company

  206 E Washington St # 1 North Attleboro, MA 02760

• 

  Stop & Shop Supermarket Company

  1415 Boston Providence Tpke Norwood, MA 02062-8002

• 

  Stop & Shop Supermarket Company

  850 Manton Ave Providence, RI 02909-5655

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: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.

  This complaint involves an individual representing themselves as a Stop and Shop employee and/or someone in charge of the S&S gas station, and S&S hiding the man's identity as he fled after the cops were called.Around 5pm on 11/22/22 I went to S&S gas station. I pulled in the correct way and behind an SUV, outside of which an older man was standing. The man motioned to pull into the open pump next to him, which would involve turning my car around as my cap is on the left. I did and the following conversation (to the best of my memory and very accurate) ensued: he told me "it's a one way" so I pulled around AGAIN to another pump as he motioned. He then followed me to that pump and said "you gotta do it right, it's the law", I said "I did do it right, I did exactly what you waved". I'll note here I've been a certified roadway flagger in MA since 9/16/19. He responded with many aggressive comments and "if you can't do it right, you can't get gas." I said "okay don't flag me the wrong way next time then." He said "no gas, how's that for a solution." I asked the young man inside the both for the older man's name and was told "I don't know his name, he doesn't work here", "he works for like a fuel distribution company", and, when I asked what the old man was like to work with was told "generally nice". All this would reasonably make someone think the old man works there. I went inside S&S to report. The manager called the ***************** and reported to me the ***************** said "he [older man] doesn't work here, he likes to tell the customers what to do but doesn't work here; idk his name." The manager then referred to the old man as a "customer" and was unconcerned a "customer" was wrongfully directing traffic at their store, especially since the young man was familiar with him. Cops were called, old man fled, and young man falsely accused me of an undirected traffic violation. Old man needs to be trespassed; S&S needs to show concern abt someone acting like their employee.

  Business Response

  Date: 11/23/2022

  The store manager has attempted to reach out to this customer and has had to leave a voicemail. The customer is encouraged to return the call  as the store manager would like to get more information as she investigated this concern with her team and no is familiar with this situation

• Initial Complaint

  Date:11/20/2022

  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 been trying to figure lace online order paying with my snap card and stop and shop gift cards . For two days customer service cannot help me. Cannot add gift card . The last call just now has the rep try to get me to just pay for it with my debit card then she would add gift card and possibly get that amount back in a few days on my debit I said no and what about my snap card she said well just pay for it with debit . They are discriminating against me as its a snap card and there is not one spot in the app for online ordering even at payment to add gift card . I find this very disturbing poor business practice . **************** 6 calls I have made In 2 days twice getting disconnected and all calls end with no resolution

  Business Response

  Date: 11/21/2022

  A member of our eCommerce team has connected with this customer directly to resolve these issues.

• Initial Complaint

  Date:11/14/2022

  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.

  On 10/20 I purchased gas at the Roslindale, ** Stop & Shop ************************************************** 10/23 my car broke down on Rt 24 north while going to my part time job. On that same day I had AAA come out and tow my car to the *** ********** in *********, **. *** had performed a diagnosis test but could not do the work. On 10/29 I had my car towed again to Mastra *** in *******, ** to which this dealership performed the work to which was confirmed that the Fuel was contaminated and due to the fuel being contaminated this damaged my high pressure fuel pump as well. On 11/5 after getting my car back from being fixed. I went to the Stop & Shop in Roslindale to inform management of what happened with my car and they should have someone look into the Gas Tank that stores that gasoline. The woman on duty was very disengaged and didn't care what I was going through at that moment. Her name begins with a Q and she was the manager on duty. I have gotten the number for consumer affairs. On 11/7 I called consumer affairs and spoke to ****************** to which she was very helpful and took down my statement and had me an email to ****************** with copies of my receipts and records of the incident. On 11/7 at 12:19pm I emailed I ****************** all of the documentation that I had. On 11/9 at 10:19am I had to add my phone to the email and they responded with we got all of your information and we will get back to you and never gotten a response back. On 11/14 I called Consumer Affairs after speaking to the agent. I was transferred to the ***************** to which they had no record of this claim so they had me do an intake with them over the phone. I feel like I am being given the runaround. I have provided the documentation and the picture of how the fuel sample was provided by the dealership. I need someone to please give me a call to rectify this issue and provide me with refund because I am feeling like my issues do not matter.

  Business Response

  Date: 11/15/2022

  We are sorry to learn of our customer's experience. This customer's concern has been turned over to our claims department and they will be working with our customer directly.

• Initial Complaint

  Date:11/12/2022

  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 have very little time to shop so sometimes I order delivery and when I do, my My orders are always expired...usually dairy and meat products the most, or moldy fruit, but today what got me extremely upset is my infant's Tylenol is expired so i corpse use it! What is going on at the Coventry ** Stop & Shop? Even when I shop inside im always bringing expired items to the workers attention. I have lost hundreds of dollars on items that are expired because I don't have the time to go back and it's not right.

  Business Response

  Date: 11/15/2022

  We are sorry to learn of our customers experience. A member of our store's leadership team has been in contact with our customer directly to apologize personally and work through the concerns.

  Customer Answer

  Date: 11/15/2022

  [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 understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:11/09/2022

  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.

  I have a healthy food card that is provided through my insurance-****************** I discovered $53.52 was used to make purchases on my card fraudulently on November 4 2022 Each 1st of the month $90 is put on the card for certain items and healthy food purchases in catalog or by using the card at certain stores I only used $1.70 at stop and shop on the card-and $30 and something from the ******* catalog The manager seems to dismiss and deny the issue United health healthy food program supplied the info below Transaction # ********* Date-November 4 2022 Time- 8:44 Manager-*************************** Ps-United health healthy foods phone# **************

  Business Response

  Date: 11/10/2022

  We are sorry to learn of our customer's dissatisfaction and concern. Unfortunately, as this card must be present at the time of purchase, and our stores do not take this information over the phone, there is nothing we can do on our end. It may be possible that the card was compromised. We would encourage our customer to work directly with the provider of the card regarding any fraudulent usage.

• Initial Complaint

  Date:11/02/2022

  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.

  Stop and shop was only supposed to charge my ent card for the entirety of this order it was all good items all eligible items and even after adding to order I was still asked to provide the *** number To my ebt card so it was all to be charged to that card and that card only. Even though it was supposed to be free delivery for first 60days I was required to add a debit card to the payment info in order to finalize the order which I did because it was not supposed to be charged at all. Next thing I know I get a $0.99 charge which wasnt that big of a deal so even though it shouldnt have been charged I let it go but a couple days later I wake to find that Stop & shop had charged my debit card an additional $201.86 so I immediately called to get this fixed and was told it couldnt be fixed so I asked for a full refund/cancellation of order because if stop and shop thinks its ok to just steal from their customers I dont even want to do business with them. I told the gentleman that I would have everything on my porch and they could come get it anytime to which I was told they were not able to take the items back but that they were going to cancel the order and refund me since I was improperly charged. Then today I find out stop and shop charged me for two additional charged that amount to $88.33. I cannot believe this theyre trying to steal more money from me when in fact theyre supposed to be returning all of my money, I am physically sick over this. I never imagined a store like stop and shop would try to steal from me. I now have a negative balance to my account and because of the additional two chages today they may card issuer may charge me additional overdraft fees. This is insane I truly hope that someone can assist me in fixing this issue and that nobody else ever has to go through this.

  Business Response

  Date: 11/03/2022

  We are sorry to learn of our customer's concern. Upon speaking our ecommerce leadership team, our customer spoke with our ecommerce team on 10/31 and was informed that a full refund is being issued.

• Initial Complaint

  Date:10/30/2022

  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 signed up for the Stop and Shop online delivery sometime in August 2022 I changed my mind about doing the online delivery because of selected times they had to offer. When I tried to delete my card information it gave me a message to call customer service to have my info removed. When I called they assured me they would remove my card info right away, when I checked again sometime in September of 2022 my card info was still on their website, I tried calling again to speak to someone and kept getting the run around to please hold and no one ever picked up the call, I need my personal info removed from their Website immediately since I do not intend to use their online services.

  Business Response

  Date: 10/31/2022

  We are sorry for our customer's concern with her account. A member of our team has corrected the account and removed all information and left a detailed voicemail for our customer offering her to call back if she needed further assistance.

  Customer Answer

  Date: 10/31/2022

  [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 understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/13/2022

  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.

  Tried to get gas at one of their stations. Asked me if I wanted to pay a $55 pre authorization charged. Obviously not, so I pressed cancelled. Still charged me $55. Absolutely horrible and this information is not listed anywhere prior to paying.

  Business Response

  Date: 10/17/2022

  We are sorry to learn of our customer's experience at the pump at one of our gas stations.  The manager of customer support has reached out directly to this customer to apologize personally and explain the process of pay at pump transactions and what happened in this customer's situation.

• Initial Complaint

  Date:10/13/2022

  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.

  ive been ordering a specific medicine for well over 7 years now. (Colestrimine) Each time i call to have it refilled, i get told its not in stock and wont be ready untill a later date. this is unacceptable. If they know i need it every 3-4 weeks why isnt it in stock? why am i told over and over again, we have to order it. i tried to do the automated refills, but that was worse. I only have a small window to do this refill, having it NOT ready in time is a huge issue....my Doctor requires me to be on this medicine 2 x a day.. NOT having it is not good for my ******

  Business Response

  Date: 10/24/2022

  We are sorry to learn of our customer's concern with his local **********************.  More information was needed to resolve the issue, and the manager of customer support emailed our customer on 10/18 looking for additional information. To date, we have not heard back from our customer.  We would need to know the location of the pharmacy and encourage our customer to reply to the email so that we may resolve this.

• Initial Complaint

  Date:09/26/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order and waited for them to tell me when to pick up, they never text so I went there, they said my order was ready and apologized that they were having problems with there website. a few days later I noticed they charged my credit card (discover which I authorized them to do) and charged my citizens bank account, which I did not authorize them to do. so I called my bank and said to decline that charge. Now there is a $30 return check fee that they charged my Discover. I have called them and was treated and talked to unprofessionally. I have reached out to my credit card company and called stop and shop three times. However later I noticed the discover charge and the citizens were gone. Now a charged for the correct amount of the groceries and a $30 return fee was charged to my credit card. How can they use my ATM card without authorization?

  Business Response

  Date: 09/28/2022

  We are so sorry to learn of our customer's frustrating experience. A member of our eCommerce leadership team has reached out to our customer directly to apologize and make them whole.

  Customer Answer

  Date: 09/28/2022

  [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 understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************