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.
79 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/13/2024
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.
The store offers a chance to win $500 by going to a website which is impossible to navigate and full of links to other questionable sites.
Business Response
Date: 11/18/2024
We regret to inform you that we were recently impacted by a cybersecurity incident, which caused disruption to several of our systems. As we continue to work on recovery, we are currently unable to access the survey system due to compliance restrictions.

For further assistance, we have advised the customer to contact the survey support team directly at ********************** who will be able to provide the necessary assistance.

Alternatively, if the customer prefers, they may submit their entry by mail. In that case, they can send a plain 3" x 5" card in a business-size envelope to the following address:

Stop and Shop Customer Satisfaction Survey Sweepstakes
PO Box 456
****************

The card should include the customers first and last name, street address, city, state, ZIP code, telephone number, date of birth, and email address.
We appreciate the customers understanding and hope these alternative methods provide a satisfactory solution.
Initial Complaint
Date:11/12/2024
Type:Customer Service 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.
My purse was stolen and I lost two gift cards. I attempted to resolve this issue numerous times.Both on the store level and through ****************.I responded online and I EVEN MAILED A LETTER!!I have NOT received ANY response and there is no active **************** phone number. No one has helped me and some hang up on you.I have the receipts from these cards so it should not be difficult to reimburse me. I have attached the letter I sent tp Stop and Shop.Please contact Stop and Shop to resolve my issue.Thanks,*. ******* ***** ******* ****************************************** August 24, 2024 Stop and Shop *************************************** Att: ***** ****, Chief Executive Officer ****** ****, ********* To whom it may concern:I have been having a problem concerning my lost gift cards. I recently discovered that two of my gift cards are missing. I called **************** several times to find out if it may be traced through my account. I tried calling many times and was either cut off or had the wrong hour. Ie: Being connected after a long hold and hearing a recording saying you close at five and it is now five o two-or youre closed for ******** a sheer miracle I actually found one of the receipts in the bottom of a bag I hardly use. I called several numbers. I was told to go back to the store. This is ridiculous as the store directed me to the **************** ******* receipt ONLY HAS THE LAST FOUR NUMBERS of the card and the amount Of $18.61. The other missing card was also around $********* do I get credit for my missing cards? Please let me know as I cannot seem to find a human being to assist me.Thank you very much.*. *******
Business Response
Date: 11/29/2024
Unfortunately, we are unable to verify the value of the gift card without the card number. However, as a gesture of goodwill, we are mailing the customer a replacement gift card to cover the amount, which should arrive in about three weeks.
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.

I have sent two notes to Stop and Shop stating the fact that i have not received ANYTHING from them.
I keep checkng my mail-but NOTHING has arrived!!!

Happy New Year!!!
Thanks,

*. *******
Initial Complaint
Date:11/12/2024
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.
Repeated cases of advertising a sale price in the store (displayed on the item) and then charging full price. Employees state store policy is to only refund the difference. No penalty to the store. Clearly, this incentives them to continue with falsely advertising sale prices and charging customers full price. Its predatory.
Business Response
Date: 11/18/2024
The store manager, *******, contacted the customer on November 18th at 8:43 AM and left a voicemail to address and resolve the issue. We are committed to fully resolving the customer's concerns.
Customer Answer
Date: 11/18/2024
[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.

Regards,

**** **********
Initial Complaint
Date:11/12/2024
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.
This Stop and Shop Pharmacy is a disaster. It isnt cyber security computer issues. The customer service is a total cluster. It has been for years.
Business Response
Date: 11/18/2024
We reached out to the customer on November 13th to confirm the store location they were referencing. As of today, we have not received a response from the customer.
Initial Complaint
Date:11/11/2024
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.
I am currently facing an issue with the *** credits provided by my insurance. Despite several attempts to utilize these credits, I have repeatedly encountered messages stating, "OTC is down." I contacted customer service, and they confidently assured me that they were working on the issue. However, it has now continued for over a week without resolution. My credits have an expiration date, and I need to use them promptly. Furthermore, these sales are available for a limited time only, which means prices will increase once the period expires. This situation has significantly hindered my ability to purchase essential items this month, given the constraints of my available OTC credits. I've reached out to my insurance company regarding this ongoing issue, but the only feedback I've received from customer service is a paltry offer of a few loyalty points. Unfortunately, this gesture falls significantly short of addressing the looming price hikes.
Business Response
Date: 11/18/2024
Recently, our *** payment system experienced an unexpected disruption due to a cyber incident, which affected our ability to process transactions. In response to this, one of our agents proactively contacted several stores in the customers surrounding area to verify the status of the *** system. We have confirmed that the system is now fully operational at these locations.

Additionally, we reached out to the customer directly to inform them of this resolution and assured them that we would be happy to honor the sales prices in question.

We apologize for any inconvenience this may have caused and appreciate the customers understanding as we worked to restore service.
Customer Answer
Date: 11/22/2024
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 was able to use my OTC card to pay for me groceries and the previous offers were honored by the store in *******. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******* *******
Initial Complaint
Date:11/11/2024
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.
Charging more then price thats on the bag Charging $1.00 and price clearly says .59 cents
Business Response
Date: 11/18/2024
We have made multiple attempts to contact the customer in order to address their concerns. Specifically, we reached out on November 14th twice and on November 15th once. Unfortunately, we have been unable to connect with the customer.
We are eager to gather more information so that we can properly address and resolve the issue at hand.
Initial Complaint
Date:11/07/2024
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.
Had a problem with a manager regarding a purchase at the ***********, ** location. New employee rang items up wrong & rang up my two separate orders as one when I needed two receipts in the end for different items. I wasn't upset. The employee was new. The manager at the courtesy desk didn't want to help me refund & repurchase the items so I had two receipts. That's what upset me & was my final straw after a myriad of bad experiences here. She called the bookkeeper who wasn't on premises to ask permission. I've had issues with every department except ************ stockers. This manager was grossly rude. I've called corporate 4 separate occasions for the district manager to contact me. Was told by corporate customer service that it would be 3 to 5 business days for a callback that never came. I will continue to do so until he chooses to answer. I'm appalled by the lack of customer ******************** to do a simple job as calling someone back within a month. Guess it's not possible. No wonder that manager is the way she is.
Business Response
Date: 11/12/2024
This morning, our District Director attempted to contact the customer. Unfortunately, they were unable to speak directly with the customer but left a voicemail. We will persist in our efforts to reach the customer and address their concerns until the matter is resolved.
Customer Answer
Date: 11/13/2024
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 # ********.
The district manager called me back saying he wouldn't be in normal business hours on Tuesday & to call the number provided & leave a message to speak with him. I called, got the Ronkonkoma store front desk to take down a message for me. I have not received a callback now on Wednesday, the next day. I missed his call by mere minutes on Tuesday because I needed to put the kids on the bus that I work for. I would really like him to call me back again sometime this week. I am rejecting the response as it has not yet fully been resolved.

Regards,
Athena

Business Response
Date: 12/03/2024
The customer was contacted again by our District Manager ***********. The 2nd attempt to contact was also unsuccessful as he was unable to speak directly with the customer but left a voicemail. We will persist in our efforts to reach the customer and address their concerns until the matter is resolved.
Initial Complaint
Date:11/02/2024
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.
At the bottom of every sales receipt, Stop & Shop promotes a drawing for a chance to win $500 by completing an online store customer service survey within five (5) days of a purchase. I have tried to complete the service for WELL OVER A YEAR and have been unable to do so because the web page doesn't allow you to enter ANY information into the first field. Several months ago I phoned the Stop & Shop stores in **********, *************, and ********* where I frequently shop to bring this to their management's attention. Each time I was told the matter would be referred to the local headquarters. NOTHING HAS BEEN DONE. Every other week after shopping at a Stop & Shop, I try to take the survey and can't. For all the surveys I have tried to fill out I think Stop & Shop owes me $500. The receipt I photographed is from Store #*** and is time and date stamped October 20, 2024 at 6:40 p.m.
Business Response
Date: 11/05/2024
Provided customer the information for submitting the Survey via mail if they are having trouble electronically. Unfortunately, due to survey rules and restrictions, we cannot enter on behalf of a customer or modify a customers entry. However, the customer was provided with contact information to our survey partner should they have further questions.
Customer Answer
Date: 11/05/2024
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:10/17/2024
Type:Delivery 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 an order on line on September 1 and the driver delivered to someone else I called and they send me another order but they charged me twice. I have call many times and nobody solves the problem. I need my refund as soon as possible its been almost two months now.
Business Response
Date: 11/02/2024
Called customer on 11/2 to advise we confirmed the refund was completed and to contact her bank if the refund is missing. We emailed paperwork supporting the refund and explained the customer can also see this info online.
Initial Complaint
Date:10/07/2024
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.
On 9-28-24 I went to Stop &Shop I went to the cashier to pay my Items which was ****** dollars.I gave the cashier 2 one hundred dollar bills.I specifically asked him to make sure they were only two one hundred dollar bills.He said ****** I was putting the rest of my money in my wallet I was conversating to him how I sometimes give too ******* I was talking waiting for my change He says the balance is *************************************************************************** my wallet I pull out an extra 70 dollars and give it to him.Once I reached my car I and count my money I realized I gave him two much money I go back in and asked to speak to supervisor a young lady talked to me and went to that register and pulled the cash drawer out and closed that register I was soo furious I went outside for air because I did not want to explode in the store I called the supervisor I believe his name is *****.He told me dont worry Stop&Shop takes these things seriously and He took my information and told me They have cameras that they will review.I gave them a Benefit of the doubt that I will hear from ********** is October 7 i still havent heard anything no phone call at all.I want my money back if it does not get resolved I will go to the Precinct and make a report and let the Cops secure the camera footage and they will be in a lot of trouble
Business Response
Date: 10/14/2024
Our store management team attempted to contact them on Thursday, October 10, Friday, October 11, and Monday, October 14. Unfortunately, we have not received a response. We are committed to resolving this issue.
Customer Answer
Date: 10/15/2024
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,
******* ******.i have spoken with ***** In the Telephone on October 8 2024.He proceeded to Lie to me about the Money that overpaid the cashier at Stop&Shop.I also told him that He was lying and that Im not letting this go I want my money.If this is not being resolved I will be making a police report so that they will get footage of the Camera Footage.October 9 I get a voicemail from *********** ***** stating Ge would call me back but Has not called back since.

Business Response
Date: 11/07/2024
Our store management team is dedicated to addressing and resolving this matter with the customer. An attempt was made to contact the customer, but unfortunately, the issue remains unresolved. On Wednesday, 10/9/24, at approximately 4:00 PM, ***** from our store management team spoke with the customer. During the conversation, the customer became upset, used inappropriate language, and stated she would be contacting the police. The call was subsequently disconnected by the customer.
Customer Answer
Date: 11/12/2024
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.
I had every right to get upset knowing that ***** was Lying and Protecting his Employee .***** has lied over and Over.He has not returned any of my calls giving me the Run Around.***** still has not let me review the Camera of that Night which I overpaid his Cashier.I took ***** word that He would call me the Next Day that night I informed the Supervisor of what happened.I had to keep calling *****.Stop&Shop actually stolen from Me and Its Ashame instead of Better Business trying to get the Proof of what Happened you got the Nerve to message me about the Words I said instead of Helping Me to Get my Money Back.Shame on you as well.Neither one of you are Trust Worthy SMH
FAQ

Regards,
*******

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