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:09/09/2022

  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.

  Go rewards are a scam. Basically when i buy from them i get the rewards points to use. The only problem is that they expire so quickly i can never use them. They expire with in weeks of ordering. I am ordering groceries. I get food for several weeks at a time. This rewards program is a scam and I never can use the full value. They also dont allow you to use all your points at once. They force you to only use some not all. Very scammy and very problematic.

  Business Response

  Date: 09/09/2022

  We are sorry our customer is dissatisfied with our Go Rewards program. An email has been sent to him by the manager of customer support to explain the program and also to request more information to review the customer's account to ensure there are no concerns with how the program is executing for this customer.

• Initial Complaint

  Date:08/22/2022

  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.

  On 8/20/22 I went to S&S store in ********** ** to return two 5gal water bottles. Each bottle has a $5.00 deposit. I did not want to continue the water bottle product and requested a cash refund for the bottle deposit instead of a $5.00 coupon to purchase another water bottle. The store clerk in customer service explained that S&S does not issue a refund, and that they would gladly give me back the empty bottles. I asked if not a cash refund that I would take a store coupon in the amount of the total deposit of $10.00. The store clerk explained that they do not refund the deposit and only issues a coupon to continue to purchase another water bottle.The non refund policy was not posted, and I think it is unreasonable to collect the empty bottle and not issue a refund for the deposit. I would like for my deposit of $10.00 be issued in cash or a store coupon.

  Business Response

  Date: 09/07/2022

  Our apologies for the delay in responding back to this concern. The customer has been contacted by the store management team and the issue has been resolved. 

• Initial Complaint

  Date:08/12/2022

  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 went through self checkout at store # ** at 2:01 according to the receipt and asked the attendant for help scanning a produce I explained to her I'm visually impaired She then proceeded to pull up the screen that showed the pictures of the items and left without assisting me I've had a similar experience with the same girl before and it's the reason I usually shop at ALDIs or Target where the associates are more helpful

  Business Response

  Date: 08/17/2022

  We are sorry to learn of our customer's concern and sincerely apologize. A member of the store's leadership team has been trying to reach our customer but has had to leave a couple of voicemails. We encourage our customer to return the calls so we can apologize personally and get this concern addressed.

  Customer Answer

  Date: 08/17/2022

  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. 

  [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,

  Dexter

   

   

• Initial Complaint

  Date:08/11/2022

  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.

  Despite speaking to four different customer service representatives, no one at stop and shop can figure out why my debit/credit cards will not update when entered into my account. I requested assistance from tech support or a supervisor and was assured someone would call me back to "fix" the account. They did not call me back. My bank has verified this problem is on stop and shop's part, my accounts are fine, and I have shopped elsewhere with the accounts/cards without difficulty. I even went as far as speaking to a security specialists at m/c to assure the accounts were problem-free from my end and the bank's end. I rely on the delivery service since an accident has rendered me disabled and essentially homebound. The fact no one in customer service has a clue how to help is bad enough but to be ignored is awful. I have been a loyal customer for years on Long Island and years prior shopping in Giant stores located in PA. I truly appreciate and value the employees and have been consistently met with kindness, friendliness and genuinely nice people.The closest I can come to figuring out why stop and shop will not allow me to enter my card(s) is because I remove them after each order. It is - and should be - my choice to remove a card after the order is complete and paid for then re-enter at the next order. If this is truly why stop and shop is refusing to allow me to re-enter with each order, you should be ashamed of yourself. I have already had my information compromised by another website despite claiming an "utmost secure" system. The only real way to protect myself is to use the card(s) each time I shop. I do the same for every, single store/company I shop and order from on a regular basis. I would like the account fixed before I have to order again, I have enough going on, I don't need to fight with my supermarket over basic security and common sense sensitive personal information protection. Thank you.

  Business Response

  Date: 08/12/2022

  We are so sorry for this customer's experience and frustration and sincerely apologize. A member of our ecommerce team has attempted to contact our customer but had to leave a very detailed voicemail with a request to call back but we were able to see and let her know that the credit card had been updated with a new pending order placed with the new card.

  Customer Answer

  Date: 08/12/2022

  The account is not updated. The "new card" is a gift card with no money on it I was told to put into the account by a customer service rep because I received spoiled food in my order and he could not replace it as my account was still - and still is - refusing to update my credit or debit cards. The only call I received from stop and shop was a message stating to call the toll free number if I still need assistance. No name, no extension, no direction at all.

  THE ACCOUNT IS NOT UPDATED. IN ORDER TO PLACE FURTHER ORDERS, I NEED TO ENTER A VALID CREDIT OR DEBIT CARD, NEITHER OF WHICH YOUR SYSTEM WILL ALLOW ME TO SAVE. The card on the account is a useless gift card

  
  Regards,

  ******

   

   

  Business Response

  Date: 08/15/2022

  We are sorry our customer is still experiencing concerns with her account. We have attempted to reach our customer by phone again and had to leave another voicemail. We left a detailed voicemail with a call back number and encourage our customer to return the call so that we may get her squared away

  Customer Answer

  Date: 08/15/2022

  I received one message from ******* (no last name) today, and she suggested I call the toll free number and ask for her at which  time customer service will contact her. I will definitely try calling this week and I look forward to figuring out why I am having so many problems with my account. Right now, it still will not update. Thanks You.

• Initial Complaint

  Date:08/05/2022

  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.

  7/29/22. $131 / $107.96. Food delivery to my home. I signed up on the app and organized a delivery for 7/29 on 7/29. Food was never delivered but I was still charged $131. When I asked for a refund they explain it takes 5 days. Its 8/5 now and I still havent received it. Nothing they can do as I was told. I had no money to feed my family that night being I spent all of it on the delivery . I called corporate multiple times explaining my situation and all I go was there was nothing they can do. Since than they have charged my card multiple times for $107.96 with the same answer. Nothing we can do. Stop and shop has now cost me several hundred dollars and I never received any food. I gave them multiple attempts to fix this before coming to this. Order # ********* 7/29/22 $131. On 7/29/ & 8/3/22 they charged my account $107.96. I have no idea where that amount came from. They claim they dont either. My account has been overdrawn 4 times by them. I have over draft fees. Its been 7 days since the first incident, they have several hundred dollars of my money most of which I didnt authorize and I never even actually received any food. I have pictures to follow. If you need any further info I can email you it.

  Business Response

  Date: 08/08/2022

  We are sorry to learn of our customer's experience. A member of our ecommerce team has been in touch with our customer directly to apologize personally and make our customer whole.

  Customer Answer

  Date: 08/08/2022

  [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:07/27/2022

  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 purchased four (4) bags of rotten frozen vegetables under the stop and shop name since March 2022 - 2 bags of peppers and onions, 1 bag of pepper strips and one bag of corn. (Plus, three bags of rancid emerald ***** glazed walnuts). I called stop and shop customer service in March and after almost forty minutes of being on hold, a representative took the information. No one called or contacted me via email or ***** There was no follow up at all. I attempted several other times, including today 7/27/2022, and although the recording states there is no one ahead of me, I remained on hold over 30 minutes without anyone answering the call. I am disabled and cannot get to the store frequently enough or without great difficulty, to keep returning bad food sold by stop and shop.

  Business Response

  Date: 08/03/2022

  We are sorry to hear of the customer's experience with their past purchases, and apologize for any inconvenience this may have caused. The store management team has been in contact with the customer for a resolution.

  Customer Answer

  Date: 08/03/2022

  The store is not at fault. While I truly appreciate the manager reaching out to me, the problem is the manufacturer of the frozen vegetables sold under the stop and shop label. They are putting rotten, moldy, *****, nasty food into the bags and stop and shop shuffles the responsibility to the local store, which does not address the true problem. I'm done, I can shop elsewhere. 

• Initial Complaint

  Date:07/27/2022

  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.

  Friday 7/22/22 I placed an online order and paid with my EBT food stamps card. On Saturday I saw that they charged my debit card $182.95, I called and was told it was a system glitch and I would have to have it fixed on the store level. I went to the store Sunday 7/24 at 7:30 am but ******** service wasnt open yet. I called later and spoke with ******************* who is a manager of the store located on *************** in ******* **. I explained what happened and that I had called the phone # on my invoice and what they had told me. He said come in at 10:00 am and he would refund my debit card and charge my ebt. He then called me back an and told me he cant do it and because it was from Friday he wasnt able to do anything. He suggested I pack up all my groceries and return them to the store which was ridiculous because I had already used some. I have been calling ******** care everyday multiple times a day to try and speak to a supervisor or someone in the corporate office. I have spoken with the following people on these dates and times. I have also been given an email address which I emailed and a # to receivables which I have called as well but cant reach anyone. 7/21 spoke with ******** care 7/22 Spoke with Ayden at ******* store 7/23 spoke with *******************, store manager 7/24 9:22 am Brittany ******** care 7/******* pm Alana ******** care 5:11 pm ****** (was out on hold for 20 minutes after requesting a supervisor) 5:30 ***** ******** care It is now Wednesday 7/27/2022 almost a week after this incident and I still havent heard back from anyone. They obviously dont care about their ********s. It is a simple fix and could have been handled easily as ******************* the manager had first told me he would do. I am a single working mother who orders at least once week and pays with my ebt card. $182.95 is a big financial hit that I cannot afford especially given the fact I was told it was a system glitch that caused the wrong card to be charged

  Business Response

  Date: 07/29/2022

  We are sorry to learn of our customer's experience. A member of our ecommerce leadership team has spoken to the customer and made things right.