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:01/04/2025

  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 came to ********** stop and shop after calling and asking if there western union service was working to which they replied yes.Then after and hour ride on the city bus I arrived the two employees working the service desk did not know what to do they called the store manager his name is ****** and he said there was no one there that could help me with western union I told him how long I traveled and that I called and was told that there service where working and I would be able to make my transactions and instead of addressing the issue he gave me a attitude the store # is 708 I would like an apology

  Business Response

  Date: 01/06/2025

  The store manager contacted the customer to apologize for the situation that took place. The customer has been offered a $50 gift card and our sincerest apologies.

• Initial Complaint

  Date:01/01/2025

  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.

  Store is not weighing meat correctly. At this point after three times it appears intentional. Spoke with manager each time. December 29 spoke to *. ***** mgr. - turkey breast original weight on tag ***** lbs at $2.99/lb price on tag $33.01 asked to have it re-weighed; actual weight is ***** lbs.; sale price at $1.99/lb cost to me $11.28 I told Mr. ***** that I do not trust this store, as I mentioned, this is the third time this has happened to me in a short span of time (approx. 3 months). Please follow up and contact me with your result.Thank you

  Business Response

  Date: 01/13/2025

  Our store management team has contacted the customer to address these concerns.

  Customer Answer

  Date: 01/15/2025

  
  
  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. 
  I still believe the scales are not calibrated correctly.  One of the managers said they had issues with them.  Therefore meat should not be weighed using those scales until issue is fixed. 
  Regards,
  
  **** ******

• Initial Complaint

  Date:12/26/2024

  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.

  December 22 I placed an order for grocery pick-up at Stop & Shop, **********, ** between the hours of 9:0010:00am December 23. This was to be paid mostly by **** account with 3 SNAP-ineligible items to be paid by via bank account. I am disabled and ill and my mother was with me and watching me as I order the groceries, as normal, via the app. At the checkout the invoice showed about $92.00 to be paid by ****, which I approved, with the remaining included total of $111.02. This looked normal to me. The next morning about 7:00am staff called to say they were experiencing serious technical issues with the pick-up orders and my order would not be ready for 9:00 because they needed to wait for managers to arrive at 9:00am. I was told I would be notified when my order was ready, sometime soon. While I was waiting I monitored by order status in the app. The app was showing that my order was not in progress and wasn't updating. After some time, I called the store back because I thought maybe the technical problems mentioned by the staff were also affecting the app. I was correct about the app was malfunctioning because the staff member I talked to on the phone said the order was now ready to be collected while the app did not show the order was even in process. My mom went to collect my order and didn't notice a problem as the invoice is in a bag. On 24th Christmas Eve I received a $111.00 withdrawal from my bank as Stop and Shop took the entire amount from this account, not my SNAP as I authorized. As a disabled person I have almost no money and need this desperately. We called **************** and they refuse to correct this issue by crediting my bank and charging the eligible items to my SNAP instead, saying I didn't enter my PIN. This is incorrect and this is more likely due to their technical issues that day. I am being punished for their technical issues. I want my critical money to be refunded to my bank account with the SNAP payment taken instead as I agreed to.

  Customer Answer

  Date: 01/05/2025

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

  Business Response

  Date: 01/09/2025

  Called customer. Refunded order as a one time courtesy. Asked customer to call us if she doesn't get a email order confirmation to verify her payment method. 

  Customer Answer

  Date: 01/14/2025

  [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. 
  

  I appreciate the assistance from the Better Business Bureau and the business in working to resolve this issue fully. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:12/21/2024

  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've bought milk from Stop & Shop countless times, but recently the non-expired milk has been showing a red or purple tint. I'm not sure how long this has been happening, but I currently have a gallon from my local Stop & Shop that is still valid, and it made me feel sick. I don't understand why drinking it would cause me stomach pain, so recently I've started examining everything I eat. And there it was: the weird tint of dye in my milk.

  Business Response

  Date: 12/28/2024

  We have contacted the customer to obtain the specific store location where the milk was purchased in order to conduct a more thorough investigation.
  
  
  
  
  

  Customer Answer

  Date: 01/02/2025

  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. 

  Stop and shop Granby,** 

  Business Response

  Date: 01/06/2025

  The store manager, ***** ******, contacted this customer again today and left a voicemail. We ask that the customer please return the call to the store management team so that we may address this issue. 

• Initial Complaint

  Date:12/17/2024

  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.

  Stop and Shop has a Serious Deactivation Crisis. Stop and Shop has and continues not to Deactivate former employees. This is concerning because not deactivating former employees. Has been and continues Preventing the collection of Unemployment Benefits, Section 8 Housing recertifications, *************** of Transitional Assistance. To name a few issues.****** ****** ( ************** / Employee Support ) from Experian Verify ************ will confirm that the Deactivation procedure has been a problem for sometime now.Please resolve this serious life altering issue.

  Business Response

  Date: 12/18/2024

  Thank you for reaching out to us regarding your former employment. We sincerely appreciate you bringing this matter to our attention. As the nature of this concern involves employment-related issues, it is best addressed by our *************** team as we cannot address this in our customer care department. To resolve this issue, we ask that you contact *************** directly at **************, and they will be able to assist you further.

  Customer Answer

  Date: 12/18/2024

  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,

  *******

   

   

• Initial Complaint

  Date:12/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 9, 2024, I placed an online order for same-day delivery. My order, in the amount of $318.38, did not arrive during the designated time-frame so I called the company. I was told my order would be delivered the following day, which it was.Stop & Shop charged for two orders rather than one. My checking account was debited twice for one order. On November 12, 2024, I called Stop & Shop and was told I would receive the duplicative fee reversal in my checking account in about 3 days. On November 18, 2024, I called Stop & Shop to report I still did not receive return of the duplicative billing. I was told I should have the credit in my account by the following Monday. I called again on November 25, 2024 and was told I would have the funds within that week. I called again today (December 2, 2024) and was told my request would be expediated, however, a date of my returned funds could not be determined.

  Business Response

  Date: 12/10/2024

  On 12/7 we tried calling customer to apologized for the delay in payment processing and explain that her refund was sent to her checking account on 12/3, but her voicemail box was full and would not take any messages. 

  Tried calling again on 12/10 but voicemail box is still full and cannot leave a message.  Emailed credit paperwork to customer. 

• Initial Complaint

  Date:11/28/2024

  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 been consistently overcharged every time I have shopped at the store. This is the store I would like to shop at, but getting very frustrated. I have the app downloaded on my phone and I try to clip digital and manufacturer coupons, but they are never deducted off of my total bill. I have to check my received t and bring it to customer service and get the money owed to me. I now know that it's not only the coupons that don't register. I went shopping two days ago and only clipped one coupon, almost every product on my list was just regular store sales. You didn't need a loyalty card. When the cashier told me the total I knew yet again it was wrong. I went home and looked at the receipt and compared the prices that rang up to the prices advertised in the circular, and only 17 of the 44 products that I bought, were correct. This time I am owed over $50! That is a lot of money in this economy, or any economy! I have asked repeatedly a how to resolve this problem and the customer service employees, as well as the managers are completely unable to help. ******* their customer service email info and tried three times to send emails listed and they were all wrong and couldn't be delivered. I guess they don't want to read or address customer complaints. I am tired of getting ripped off every time I shop. I shouldn't have to go to another grocery store, but I guarantee this won't happen. I'm sure that I'm not the only customer that this happens to. I wonder how many other customers funny even know they're being overcharged because they don't think they have to look at their receipts. I was the same way. Can't imagine how much money I was taken for before I actually caught on.

  Business Response

  Date: 12/03/2024

  
  We have reached out to the customer via email for additional details, including the loyalty card information used in-store. After reviewing the account linked to the provided customer details, it appears the customer may have two separate accounts, which could be causing issues with redeeming digital coupons in-store. We are dedicated to resolving this matter and will provide further assistance once we receive the required information.

• Initial Complaint

  Date:11/27/2024

  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 made a pick up order on Nov ******* order number m589326674 and they didn't use all the foodstamp card towards the food purchases I made which all should been paided by food stamps and only $3.45 etc for the pickup fee. I called them and they are refusing to give back the money to my bank account when they admitted they s**** up and agree it should been all on the food stamps card and they don't know what they did. As I told them previous orders I made all go through food stamp card and they saw I was telling the truth but refuse to give me back the money because they said they can't put it back on the food stamps card. The total amount of order was $65.63 which all should gone on food stamps and not $37.45 out of my bank account

  Business Response

  Date: 12/04/2024

  12/3 Called customer and provided refund. Explained how to review email confirmation when he updates the SNAP amount. Advised customer to call us if he doesn't see the updates right away as we won't be able to refund in the future.  

• Initial Complaint

  Date:11/18/2024

  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.

  10-6-24 Order #m561935989, *****-24 Order #m584494253. 10-6 order contained 5 or so expired yogurts and another expired product. ***** order contained 6 expired yogurts which expired on 11-7-24, 10 days prior to delivery.Both times my Aunt called and got refunded. 10-7-24 and *****-24. Both times I brought the items to customer service at the place which shelved, packed and delivered the items to show them in the hopes they cared about the health of their customers. On 10-7 I spoke with one of the 2 delivery managers who apologized and assured me this would never happen again after they spoke to their team. Today, on 11-18-24 I spoke with an unnamed manager who kept saying this was ok but assured me they would immediately send someone to check the rest of the dairy section so it would not happen again. They asked me if I wanted additional compensation to which I replied, "No, I want my elderly Aunt who orders food delivery because she is immobile and has trouble reading small print to not REPEATEDLY RECEIVE LONG EXPIRED DAIRY PRODUCTS FROM HER LOCAL SUPERMARKET." Her reply was ok. I then walked over to the dairy department and pulled 2 more of the same yogurts with the same 11-7-24 expiration date off the shelf. She was standing in the same place so I handed them to her. She thanked me.Twice within 6 weeks my 82 year old Aunt received long expired dairy products. I was assured this would never happen again and here we are. Next step is up to the potential response here.

  Business Response

  Date: 11/22/2024

  Store manager spoke with both Mrs. ***** and Mr. ************* He mailed them a $25 gift card and mentioned they have inspected the shelfs thoroughly and will monitor the stock moving forward. 

  Customer Answer

  Date: 11/22/2024

  [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. 

   

  I still fail to see how expired stock can be on shelves after the multitude of employees from department managers to department stockers to delivery order pickers touch/see them but I hope going forward this will not happen again or at the least with such frequency.  They said they will rectify and I eagerly await it.  Thanks for your time and assistance.
  
  Regards,
  
  ***** H

• Initial Complaint

  Date:11/18/2024

  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 ordered items from Stop and Shop on November 5th and it was canceled by the store. I called to find out why they canceled and they mentioned that there were no drivers and the order was not received. I was informed that they will refund my money back me within 5-7 business days. It has been approximately two weeks ad no refund. I called today and I was told that there is trouble processing refunds to some customers. I let them know that I will contact **** to have this investigated, but, there might be a possible arrest for fraud. I want my refund ASAP. I will file a case at small claims court if nothing is resolved.

  Business Response

  Date: 11/20/2024

  Left 2 voicemails for customer on 11/20 advising we have issued the refund for the order from 11/5/24, order number m288059768, to her credit card on file with us. Asked customer to contact us if she has any questions.