Business Profile

Grocery Store

Stop & Shop Supermarket Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Stop & Shop Supermarket Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

214 total complaints in the last 3 years.
80 complaints closed in the last 12 months.

If you've experienced an issue

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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:02/22/2025
Type:Order 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.
Please refund the **************************** order#d645103316 placed on February 20, 2025 I don't want to place a redelivery for that item since the product had mold on the bottom of the crust. Also please refund the Go Pass fee for February (the $13.86 charge shows on my credit card) since I cancelled and no longer plan on using the delivery service.
Customer Answer
Date: 03/07/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 03/07/2025
Credit for the DiGiorno ******************* order#d645103316 was issued on 2/22/25. A prorated credit of $4.16 for the Go Pass fee was also issued on 2/22/22.
Customer Answer
Date: 03/10/2025

I am rejecting this response, because I still had days left on my membership that I paid $13.86 for, and it would cost $13.86 to reactivate the membership again so I would like a full refund for the membership fee. When I requested to cancel the service I also requested a full refund, if I knew they would only issue a partial refund for that, I would of told them to have not cancelled it.
Business Response
Date: 03/25/2025
The terms of service for the Go Pass state "Cancellation: Once you use your Delivery and Pickup Subscription it is non-refundable. Delivery and Pickup Subscription is only refundable within first 7 days and if no pickup or deliveries have been made." We provided the original credit in good faith and outside the terms accepted when your pass was first activated.
Customer Answer
Date: 03/26/2025
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.
In an email to customer service (for the fraud department of Stop and shop) they told me they would cancel and issue a full refund for go pass. If I knew they wouldn't have issued a full refund I would of told them not to cancel it, cause I lost days. Not right this company wont issue the full cost I paid when they told me they would, they also knew I had less than $7 left on my card at the time (I sent them a screen-still as proof) so that meant I had to starve for the rest of the month since they refused to refund the full amount I would have to pay to reactivate to use the delivery service. I would like the owner here to email me back to fix this since no one else has fixed this, clearly they don't care about customers.
Initial Complaint
Date:02/06/2025
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.
On Monday February 3rd I was about to pull into my Driveway at 7:00 p.m., when I see a Big Spill along with Broken glass in my Driveway. I pull my camera footage and see that a Grocery Delivery was delivered to the Basement Apartment. The tenant said that Stop and Shop reimbursed her for a bottle of ********* that the Driver dropped. The problem that I have is that the Mess was left in ************** and I've been getting nothing but a run around from Stop and Shop saying that its Instacart that did the Delivery!!!! Well Stop and Shop used Instacart to make the Delivery. It's been 3 days already and No resolution. ********* said it will take them 45 days to determine what they're going to do. Absurdity at its Finest. STOP and Shop needs to handle this! Especially since I had nothing to do with them. I didn't order groceries from them yet their Delivery People made a mess in Myyy Driveway of Oil and Glass. They had No Business whatsoever In My Driveway
Customer Answer
Date: 02/17/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 02/18/2025
This issue has been escalated to Instacart and they have opened a case regarding this incident.
Initial Complaint
Date:02/05/2025
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 contacted customer service over 4 days ago and no one there has fixed anything. (I don't have a phone to call, so asked for a manager to email me back.) I would like to be refunded for the 4 boxes of Quest bars that had mold inside them, so were thrown out. I don't want to schedule a re-delivery for a replacement since the product is rotten. My order was placed on 02/01/2025 and my order number is d623722295
Business Response
Date: 02/08/2025
In reviewing this customers account. Customer has received five (5) orders to date and reported poor quality issues with the same brand item from three (3) of those orders. Item credit has totaled $109.90.

d602546293 12/5/2024 Quest Keto Friendly Chocolate Chip Cookie Dough 21g Protein Bar - 4 ct 2 ***** spoiled
Quest Keto Friendly Cookies & Cream 21g Protein Bar - 4 ct 2 ***** spoiled
d606320830   1/1/2025 Quest Keto Friendly Chocolate Chip Cookie Dough 21g Protein Bar - 4 ct 2 ***** mold
Quest Keto Friendly Cookies & Cream 21g Protein Bar - 4 ct 2 ***** mold
d618735182   1/5/2025 Quest Keto Friendly Chocolate Chip Cookie Dough 21g Protein Bar - 4 ct 1 ***** mold
Quest Keto Friendly Cookies & Cream 21g Protein Bar - 4 ct 1 ***** mold

Customer is now reporting the same issue (mold) for the same product. To date, we have not received similar or the same report from other customers specific to these products.

Customers order ********** delivered on 2/1/2025 contained Quest Keto Friendly Chocolate Chip Cookie Dough 21g Protein Bar - 4 ct and the Quest Keto Friendly Cookies & Cream 21g Protein Bar - 4 ct and are being reported as moldy.

Customer was advised to contact the manufacturer directly regarding the quality of the wrapped item as we are no longer offering a credit only for the item. We have asked the customer to provide us with the opportunity to arrange for a redelivery of the items to replace any item in question. On 2/9 the customer reached out to our contact ********************** and has a redelivery order scheduled for these items.
Customer Answer
Date: 02/10/2025
[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.
Initial Complaint
Date:01/31/2025
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.
Online delivery order date, Wednesday, January 29, 2025. Received rancid Bell and ***** whole chicken. Sell By/Use By date was January 31. Completely unacceptable. These chickens sit in counter for at least 10 days before removed from store shelves. It was not a vaccuum sealed item. I would never have purchased if I could go to store in person. Permanently disabled; can not shop or return in store. I tried multiple times to report problem directly to Stop and Shop online site, but every time I clicked on Report Order Issue, an arrow appeared and just kept spinning. This is not the first time I've received meats with unacceptable Use By dates. I'd like refund for this chicken please - about $16.00.
Business Response
Date: 02/07/2025
Called customer twice and left 2 voicemails that we have refunded the price of the chicken and sent a coupon for her next order.
Initial Complaint
Date:01/31/2025
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.
On Dec. 12; 2024 I purchased two gift cards for a Christmas gift at Stop & Shop on **************** in **************, ********. My daughters boyfriend went to use it January 11, 2025 at ***** sporting goods store. There was no money on the card. I called the number on the back of the card and they told me on 12/14,2024at 10:12 AM. The card was used online for $100 for the full amount. This card was given-as a gift on December 25 fraud was committed. I am trying to recoup my money. Basically no one has tried to help me except one gentlemannamed ***** in ***********************, but apparently corporate is not replying to his messages. The card number is ****************. I still have the card and the copy of my receipt. I do not have the transaction paperwork. I have called Stop & Shop. I have called Dicks. I have even called my bank and no one is coming up with any information as to how I am going to recoup my money and also give another gift to that party seeing the card was scammed. That is why I am filing a claim in this matter. I am 70 years old, divorced, and unfortunately, I have to still work to pay all my bills! I did not expect this to ever happen , I have never had an issue like this before! And I will never buy gift cards again! One excuse the number on Dicks card that was told to me was that they were a third-party because I bought it at Stop & Shop and they would not reimburse me! Thank you for your time in this matter.Sincerely ******** ************ ********
Business Response
Date: 02/06/2025
We are working with our 3rd party gift card vendor regarding this issue. Please allow us a couple days to work to resolve this issue, and we will contact the customer directly.
Customer Answer
Date: 02/14/2025
[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:01/27/2025
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.
Over the past six months or so I have had numerous repeated instances of food that I've bought from Stop and Shop being rotten, spoiled or stale/off to the point of being inedible. This has included everything from store brand packaged meats to dry items on the shelves. Most recently it was today, a rotisserie chicken from the deli (stop and shop brand, the hot ones) and also a package of gluten free brownie mix. The chicken was days old, and un-fresh to the point of being inedible, and having a faint taste of fish or rotten meat. The brownies were so stale I could smell that they were off before they even came out of the oven. Totally inedible. This is the Town Line Rd location in **********, **, not the ******* location. There was no option for the **********, CT Stop and Shop location on BBB so I chose the enfield one.Towards the end of last summer it was really, really bad. It happened with many different food items from several different areas of the store. A container of guacamole, a steak, *** brand ******* sauce, taco shells, a can of ******** canned fruit cocktail, are just the ones I can remember off hand. I'm not talking a little bit un-fresh, they were completely ********** was never like this until recently. I've been shopping there for a long time and never any issue until this year. I can estimate I've probably lost at the very least $50 from rotten food from Stop and Shop over the last six months or so. I don't need a refund or contact from the business though I just wanted to make everyone aware of the problem so that they can look into it and take action on their side. You can close this complaint once Stop and Shop acknowledges that they've received it and read it.
Business Response
Date: 02/17/2025
The store manager *** Oguleqicz called the customer on 2/7 and left a voicemail for him to return his call. We are waiting to hear back from the customer to help resolve this issue.
Initial Complaint
Date:01/16/2025
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.
The Stop & Shop store in *************, ** preferred customer discount program does not work, thus depraving all customers of the advertised sales price for all items. One example, yesterday I purchased 3 items, one of which was advertised at the sale of price of $9.99 instead of the regular price of $14.99. The clerk asked me to type in my telephone number to get the sale price via my registered customer preferred discount card. As always happens to me, my wife, everyone I know and observing every customers in line, when one types in their telephone number it never works to provide the sales price and you are charged the non-sale price for the item. For that item I purchased yesterday, I paid and was charged $14.99, instead of the advertised sales price of $9.99.I asked the office person for a replacement or new customer card that I lost, but they refused to give me one. When I told them that typing in ones telephone number doesnt work they shrugged their shoulders and looked away. This issue has gone on for months and I have paid the regular price for many advertised sale products. Intentionally or not Stop and Shop is reaping a higher profit by not giving the advertised sale/discounted prices.Request that Stop and Shop immediately fix their computer system, so all customers are charged the proper sales discounted price for all advertised items. They should also refund all overcharges of customers.I estimate that I was overcharged, at least, $200 the last 12 months.
Business Response
Date: 02/06/2025
Thank you for reaching out to us regarding your concern with missed coupons over the past 12 months. We understand how frustrating this must be and appreciate your loyalty to our store.

While we cannot go as far back as the 12-month period youve mentioned, we can credit you $20 as a gesture of goodwill for the inconvenience you've experienced. Unfortunately, we are unable to process a refund of $200, as we can only address current and more recent concerns.

In the future, if you encounter any issues with coupons during checkout, please don't hesitate to contact our Loyalty hotline directly ************** option 2. Our team will be happy to assist you right away and ensure that you receive the discounts you deserve.

We truly value your business, and we hope this helps resolve your concern. Should you have any further questions, please feel free to reach out.
Initial Complaint
Date:01/14/2025
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.
On December 22, 2024 and January 1, 2025, gift cards I purchased from Stop & Shop located at ******************************************* were used at a Foot Locker in **********, **. My family and I were away on vacation for the holidays when this happened. I spoke to the manager at the Stop & Shop in *******, ** on Monday, January 13, ********************************************************************* on Tuesday, January 14, 2025 at 2:00 PM Eastern Standard Time. Currently, it is Tuesday, January 14, 2025 at 8:30 PM Eastern Standard Time and I have not heard back from the Stop & Shop manager in *******, **. What I don't understand is how a gift card stand that is in the main walk way of the store could have gift cards that are tampered with. Its not like the gift cards are hidden in a corner somewhere. Where are the security cameras monitoring the area? Did the manager interview the second shift and third shift staff? I'm extremely shocked and disappointed about the scamming and theft that is happening at this particular grocery store location. Customers should be able to shop safely without having to worry about their gift cards being tampered with.
Business Response
Date: 01/20/2025
The store manager, ***** ******, refunded the customer $200 on 01/18 and apologized for the confusion surrounding the issue. The investigation was delayed due to missing receipts and conflicting information from the support line. Despite these challenges, the store made every effort to resolve the matter and is awaiting further clarification from Foot Locker. The customer was reassured and seemed satisfied with the outcome.

Customer Answer
Date: 01/20/2025
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,

******* Relish
Initial Complaint
Date:01/08/2025
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.
For the past two months every time I have stopped at my local Stop & Shop, I bring the items home and undoubtedly something is spoiled or expired. I have to check every single dairy or meat item because they do not do their due diligence with throwing out expired items. A month ago I bought a pack of chicken that was sticky and smelled sour that still had three days until it's use by date. I bought a ************ that they had on the shelf for full price a day after its expiration. I called customer service and they were not at all helpful. Most recently, I shopped there on January 5, 2025 and one of the items, a pack of ***** original ready rice Spanish style, expired in September 2024. I also bought another pack of chicken that is not supposed to expire until the 12th of January and it is also sticky and sour smelling. I am livid. The total amount of money wasted at Stop & Shop because they do not care about quality control or their customers probably amounts to about $75 and it is extremely frustrating. Walking through their produce section is a horrorshow of mold to the point where I don't trust anything from that section in that store. I want stop and shop to do a better job of quality control and examining what is on their shelves to make sure it is safe to sell to their customers. Their laziness is completely unacceptable.
Business Response
Date: 01/13/2025
We reached out to the customer 1/10 to verify the store location which this incident took place. We are committed to resolving this issue, and look forward to the customers response.
Customer Answer
Date: 01/13/2025
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 # ********.
This business has not reached out to contact me. The location was *******, ********** and I'm still livid.
[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,
******

Business Response
Date: 01/20/2025
****, the **************** Manager, made several attempts to contact the customer by phone, leaving messages each time, but has not received a response. Additionally, **** sent an email to the customer apologizing for the issues she experienced.

Upon reviewing the customer's items on the shelves, **** confirmed that all items were within their expiration codes. She also informed the customer that the produce department has implemented enhanced standards to improve the overall quality.

To resolve the matter, **** offered to refund any items for which the customer has receipts. If the customer does not have receipts, we are willing to offer a gift card as an alternative.
Customer Answer
Date: 01/22/2025
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 # ********.
Stop & Shop has not emailed me or called multiple times, that is not a true statement a all. They called one time on January 19th and when I called back, I was hung up on. It is also not true that the items on their shelves are up to code. I stopped in just the other evening and was disgusted by the amount of expired meat and even dry rice that expired in September 2024 on their shelves. It is unacceptable to have such lax standards and risk the health of customers not to mention wasting their money. I demand a gift card as reimbursement in the amount of $75 and for this manager to call me back as soon as possible so this can be arranged.
Initial Complaint
Date:01/07/2025
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.
Yesterday around 1:00 I went to stop and shop to get my son milk and the worker at the self checkout tried to accuse me of stealing chips I bought from the store on ******************* before I got there I told her I bought it from the store and she said I was lying and we got to arguing we exchanged words and then she called a worker named ***** who I had an issue with before and she asked me if I bought my items I said yes and I have a receipt I bought it off my phone she said ok and then the I asked to speak wit a supervisor she came and asked me the same question I told her I bought them from the store she was also rude with me and afterwards I asked the other workers was there someone higher I can speak with and they didn't wanna talk to me I had issues with this supermarket before accusing me I come and buy things from them almost every month
Business Response
Date: 01/10/2025
We emailed the customer 1/8 to obtain the store location which this incident happened so that we may investigate further. Unfortunately, we have not yet heard back from the customer. We look forward to their response, and we are committed to resolving this issue.

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Stop & Shop Supermarket Company is NOT a BBB Accredited Business.