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:09/28/2024

  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.

  September 26, 2024 order# D568161207 ************************************ Place a food delivery for my mother who is elderly on Thursday, September 26th, 10:00am to noon. It was scheduled for delivery yesterday, September 27th and never showed up. After waiting for the order I called STOP & SHOP was told to call another number, waiting online for an hour to find out they were having computer issues and the issue would be resolved in 1 hour. They said we would receive an email when it was resolved and never did. They also claimed they sent me an email to make us aware of the technical issue which I never received. I've confirmed that email with them and it is correct in their system. It's now Saturday morning and I went to check to see when the food was delivered and it was not. Again, I'm on the phone for another long wait to find out the order was not sent and not delivered. My mother lives alone, is handicapped and we have to have a solid plan for someone to be there to bring her food in a put it away. The lack of communication, customer service and especially followthrough is unacceptable for any organization. I give them an F for their efforts to complete their job and keep the customers happy and safe. If I was aware of the issue and that there would be not resolution within that hour I would have ordered from Shaws.

  Business Response

  Date: 10/05/2024

  10/4 Called customer and left voicemail advising order d568161207 was not billed, authorization was reversed and that we set up a redelivery order d568802768 for 9/28. Asked customer to call us back to confirm that order d568802768 for 9/28 was delivered. Left another voicemail for customer on 10/5. 

• Initial Complaint

  Date:09/23/2024

  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.

  My online delivery on September 21st was dumped in building outer vestibule. I am permanently disabled, physically unable to bring groceries inside to my apt. or to inside *****. Driver did not even ring my bell. My apt is 1st floor, 1st door in. How lazy is this guy? While waiting for my delivery, I received a text with photo of groceries sitting in outer vestibule where anyone could walk in off the street to steal them. I panicked and twice, texted driver, ***** *. to return and bring my order in. No response from ***** *. I had to physically roam the building, in pain, on my cane, to find someone to bring my order inside. This is inexcusable, and not the first time Stop and Shop has delivered poorly. Twice, someone tied and knotted the tote bag handles on every bag. I'm unable to untie knots, so two times before had to roam the building in pain, on my cane, in excessive heat, looking for someone to unknot the bags. The first time I was told by **************** that the issue had been resolved and would not happen again. It did, last week. Even if I wasnt disabled, leaving my order unattended, in outer vestibule was irresponsible, at best. But as a disabled customer, it was a nightmare. I panicked, my blood pressure spiked, and I hyperventilated. This ***** V did not even have the courtesy to apologize, let alone return to finish his job. In my opinion, he should not have this job. When I tried to reach ****************, hoping they would get him to return, nobody was available.

  Business Response

  Date: 09/26/2024

  Called customer twice on 9/26 and left voicemails on each call explaining we have reported the actions of the driver to ensure this is addressed him. We updated the instructions to not tie bags closed and confirmed tip was refunded. A coupon was also emailed to the customer for the inconvenience caused by the delivery. 

• Initial Complaint

  Date:09/19/2024

  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.

  We have some envipco bottle deposit receipts from the year of 2023, they refuse to refund us despite no law nor their poilicy stated that they cannot accept bottle deposits from the year of 2023, at least I cannot find it online myself, we have the right to file a compaint here asking why they refuse to refund.

  Business Response

  Date: 09/25/2024

  
  The store management team has contacted the customer to address their concern. We will continue to work with this customer until we reach a resolution. 

  Customer Answer

  Date: 09/25/2024

  [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:09/11/2024

  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 am filing a formal complaint against Stop & Shop regarding the enforcement of their new rain check policy, which unfairly affects hard-working customers. For years, my family and I were loyal patrons because of their flexible rain check system, which allowed for getting rain checks at the service desk at all hours and no expiration and could be redeemed at any time . However, since the introduction of a 7:00 PM cutoff in September 2024, the policy has been inconsistently enforced, causing significant frustration for customers like myself who shop after working full days.On September 11, 2024a day of remembrance for the tragic events of 9/11I arrived at Stop & Shop at 6:00 PM, did my shopping, and found several sale items out of stock. I approached the customer service desk at 6:50 PM, only to be told that the rain check book had been locked away, even though the store remained open until 9:00 PM. Despite arriving before the 7:00 PM deadline, I was denied a rain check for no valid reason. This has happened multiple times, including the previous week at 6:55 PM, when I was also refused service. The staff was present, but materials were put away early, leaving customers like me without a solution.This practice disproportionately affects hard-working Americans who uphold traditional business hours and are only able to shop after a full days work. It appears that Stop & Shop is prioritizing customers who are able to shop during more convenient hours, while penalizing those of us who work the typical 9-to-5 schedule that has defined American life for generations. The enforcement of this policy is not only biased but also deeply unfair.I request that the BBB investigate Stop & Shop for this inconsistent enforcement. The policy should be applied fairly, and ***** periods should be considered. Hard-working Americans deserve equal access to rain checks, and Stop & Shop should honor its own policies.Thank you for your attention to this matter.

  Business Response

  Date: 09/17/2024

  We have reached out to the customer to gather more information about the store location where the issue occurred. We are currently waiting for their response to address the situation appropriately.

• Initial Complaint

  Date:09/11/2024

  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.

  On August 13th I placed an online order I used my EBT card and and as alternative a debit card, according to the supermarket the debit card did not go through and for this reason the order was never packed nor pick up but it was billed to my SNAP card, I have been trying to find a solution since a month ago but the incompetent service agents

  Business Response

  Date: 09/24/2024

  Called customer on 9/21 to advise we show the order was picked up. Customer said they did not pick it up. Call was then dropped. Called customer back and left message advising to dispute charges with EBT. 

• Initial Complaint

  Date:08/30/2024

  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 was in my local stop and shop on *********** Between 6:40 and 7 am as I come in every Friday Morning just to see what is on sale and to get a 4 pack of muffins from the bakery department. I was on my way down the part where the ice cream is and where the shredded cheese and all the other cheese is. I overheard an employee talking to another employee about running the dairy cheese backstock first to ensure proper product rotation so being curious about the matter I observed the dairy clerk telling another person who pulled the fresh load out that he will apologize it later.. Now if i recall items like and items like ricotta cheese, sour crem and regular cream cheese have to rotate properly to ensure items are not staying on the shelf out of sell by date. The employee the dairy clerk was talking to i believe his name was ****** not 100% SURE , didn't seem to care that what he was doing was wrong and it could cause a health *******. Since i was going to buy shredded cheese to make tacos this evening for dinner. and upon seeing and noticing that I decided for the foreseeable future I will not be a stop and shop customer until this matter is addressed with the management who will issue proper disciplinary action because this person could technically get somebody sick or worse I have also notified Quincy ****** ********** on the matter as well. .

  Business Response

  Date: 09/09/2024

  Our store management team has contacted the customer and successfully resolved the issue.
  
  
  

  Customer Answer

  Date: 09/09/2024

  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.]

  I think still that proper rotation of product in your dairy department is essential and also I think with this business/store having an overnight crew, however I think if their is a Dairy person working overnight he/she should be the only touching that departments product that way to ensure its being done correctly far as product rotation and making sure people like myself don't buy something after sell by date has passed?  I strongly believe that as a consumer this is a way to fix the problem so I also suggest conveying this to your Day time people as as Overnight and should be also known to the person who is the overnight supervisor 
  

  Thank you
  
  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: 09/11/2024

  Our store management team has made multiple attempts to reach out to the consumer regarding their complaint, but unfortunately, we have not yet received a response. We remain committed to resolving this issue and will continue our efforts to make contact until the matter is resolved.

  Customer Answer

  Date: 09/11/2024

  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.]

   I do not wish to speak to you because I do not want to hear your excuses over it. I've been coming to that store for many years and it's not just the cheese in the dairy department.. Their was a time about 4 years ago I bought Cream cheese and 3 days later i opened it up and it had mold all in it .. Expired well over the limit.. Simply put please ensure your dairy clerks are ensuring proper rotation of the following Cheese of all types , sour cream, ricotta cheese, cottage cheese as well as yogurt. Also I have not received a phone call from you because I dropped my phone 3 days ago near a green light and an coming car ran it over and it is no longer working.. I simply want you to ensure that the process of rotating products going forward applies to the people who are working the dairy department during the day or overnight and ONLY them should be working the product, not the grocery night crew or anybody else for that matter. I just think this is best way to handle it going forward in my opinion 10  Do to your lack of commitment10 as a business to me as a  customer and consumer I also have filed a complaint with the ************************, Also for Health & Safety I'm informing you that I will not be shopping at your store till this is strictly enforced.  If you wish to resolve and show appreciation to me as a customer how bout a complementary 100$ Stop and Shop gift card to prove to me that you take your customers input and concerns like this Seriously? You can mail it to me or whatever way you choose.  I only brought this to your attention cause god forbid someone dies from buying and then eating product that's expired
  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,

  Jenn451

• Initial Complaint

  Date:08/29/2024

  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 & shop. Order never delivered! Then delivered invoice for more money put thru!! Horrible!!

  Business Response

  Date: 09/11/2024

  On 9/10 we spoke with the customer explaining her order was refunded and she was billed for the redelivery. A coupon was emailed for her inconvenience.

• Initial Complaint

  Date:08/22/2024

  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 have moved out of my apartment temporarily while workmen do repairs for mold remediation. I am forced to stay at *************** at ************************************************************************************. I purchased an online Stop & Shop delivery of groceries. The final bill for the groceries delivered was $99.11. However, they charged me an extra holding fee of some kind. This extra charge was $135.85. So the two charges together put a hold on my account for $234.96. I put the order in on 8/15/2024. It was delivered on 8/16/2024 the total amount for that delivery came to $99.11, delivered. It was paid out of my account and completely cleared on 8/19/2024. However, there is still a hold of another $135.85 that remains active on my account, even though ******************** has already been paid in full for the past 2 days. I called Stop & Shop and they say, my bank, (***************) is holding up my money. I called *************** and they say, Stop & Shop is holding up my money. No one is bothering to fix the problem. This has been going on for days without resolution but my funds are low ( under $100) and I am currently in an emergency. I need my own money. Can you help? Can you stop this big company kind of theft?

  Business Response

  Date: 08/26/2024

  On 8/23 we spoke with customer regarding preauthorization process. Customer advised preauthorization of $135.85 was reversed.
  
  

  Customer Answer

  Date: 08/27/2024

  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
  Not sure I understand how to leave a message here but the solution to the problem is not that S&S returned my $135. They conficated $135 more than was owed. They took more than twice what they were due and held what was not trightfully their's for a week...3 days of it happenedafter they were already paid the amount that was due to them. Yes, I got my money back. However that was not because 'they resovled' the problem. I was forced to resolve the problem. I contacted Stop &Shop a number of times ...waited on the phone to speak to someone, wasted a lot of time on hold. The people I talked to from Stop & Shop were so uninformed they told me it was my bank who was holding the money, not Stop & Shop. So I called my bank. They told me it is Stiop & Shop who is holding my money, not the bank,. This went on for days. Unless you are as uninformed as your staff, you know it was Stop&Shop. Stop & Shop got the $99 they were owed and then held onto the $135  for another 3 days after their payment of $99 was already processed. ... The only reason I got my money back was because I called *************** and they found a way to contact Stop & Shop. ********************; were able to disengage Stop & Shop's grimy hands from my money. This problem will not be resolved until your incompetent business practice is halted. You are welcome for all the time I wasted trying to get you to notice or care. I took the time to let you know what an awful business practice you have. I'm sure this note will be completely disregarded because if you actually cared about your customers this practice would have been addressed long ago. I notified the BBB. I have already talked to 3 people who use your service,and suggested they should look for another company to business with.That's what I am forced to do as well.I will keep looking for other ways to warn people about you.

  ****** *****

   

   

• Initial Complaint

  Date:08/18/2024

  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.

  The company keeps charging my credit card at various locations that I am not even near. I have replaced my card and called my bank and called the various stores and its still occurring and i have not been refunded in full. I think this is a scam or they are not taking proper methods to resolve the fraud issue.

  Business Response

  Date: 08/21/2024

  We left 2 voicemails for the customer on 8/20 regarding her concerns and asked her to contact us so we can address her issues. 

• Initial Complaint

  Date:08/13/2024

  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.

  The Stop and Shop supermarket charged me twice for the same groceries. When I contacted the supermarket because I saw it on my bank account they told me the money would be returned. This put my funds into limbo with my bank and it has been over 7 days and I still cannot access it. I have called the store multiple times and they claimed they would make it right and I still have not been able to access my funds. I wonder if I did not notice if they would have charged me twice. I am wondering if this is a common practice. I am trying to avoid going public with it.

  Business Response

  Date: 08/21/2024

  We left 2 voicemails for customer on 8/16 at ************ and a third voicemail on 8/21 on their alternate number we had on file of ************. We advised the customer of our preauthorization policy and to call us if they still had questions.