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

  60C & 60A Campanelli Drive, Braintree, MA 02184

• 

  Stop & Shop Supermarket Company

  206 E Washington St # 1 North Attleboro, MA 02760

• 

  Stop & Shop Supermarket Company

  1415 Boston Providence Tpke Norwood, MA 02062-8002

• 

  Stop & Shop Supermarket Company

  850 Manton Ave Providence, RI 02909-5655

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:08/02/2024

  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.

  Someone hacked into my stop and shop app and made a delivery to an address in ********, ** and I am from *************I am incredibly upset because this person used my credit and debit card to make their transaction. My personal information like my name, address, phone number and email was in my profile and ***** (the person who hacked my account) had access to all of that.I've called different stop and shop numbers numerous times and no one picks up. This was obviously a data breach in stop and shop's app and I don't want to have to take legal action because my private information was exposed to this person.I have no idea how he got access, all I have is his address and first name. He changed all of my account information to his and I could not cancel the order.I'm extremely ****** off. He not only stole money from me to place this order for delivery, he has personal information of mine.

  Business Response

  Date: 08/06/2024

  Called customer who reported she disputed the charge with her bank and got a refund. Customer's Stop & Shop account has been closed. 

  Customer Answer

  Date: 08/06/2024

  [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:08/02/2024

  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.

  Today i went to stop and shop on cranberry hwy in *******, todays experience is the same as many others but this time ive reached my limit. This is the 3rd time ive boughten a open bag of **** cap hot fries that were completely steal from the seal being broken and opened. The opened bag of steal chips are ALWAYS, ALWAYS at the front of the line. Why? Because whoever stocked the shelf put them there knows their opened, and steal and puts it in the front so the customer grabs that and the bad chips are gone but and the sale is made regardless of their quality. I can totally see a mistake happening AT THE BACK OR MIDDLE OF THE ROW but its ALWAYS at the front of the row. Thats not a mistake thats not by chance thats done on purpose out of laziness and getting the sale and getting the steal, openAnd im tired of it, u guys charge us for bags, ur prices have doubled during a time americas needs it the least, cant the customer get fresh food that they pay for? And not this under handed scam?! I open the bag mins before this complaint and threw the bag out because their bad,open, and steal! Now whats my solution? Dig up the receipt, than drive back 20mins to the store and fight the bridge traffic? I thought i already did all that? Its sickening that this billion dollar company is taken advantage of its customers!! Im not letting this slide as this happens time and time and time again and *** said nothing!!! Next time i should hold the bag upside down to make sure the bag isnt opened! Im done taking shorts from stop and shop while they take my hard earned money, taking advantage of customer after customer! Im not wasting more of my time driving to the store to return the chips, after i dig through the trash for the receipt and product ontop of my gas and time. Stop and shop can issue a gift card for the said amount and send it to me!

  Customer Answer

  Date: 08/12/2024

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

  Business Response

  Date: 08/21/2024

  We have reached out to the customer, offered a full refund, and provided a $35 gift card as a gesture of goodwill. Additionally, we took the opportunity to explain our hassle-free return policy in detail to ensure the customer is fully informed moving forward.

• Initial Complaint

  Date:07/31/2024

  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.

  On 11/26/23 I purchased two $500 Vanilla gift cards at a Stop & Shop store in *************************. I attempted to first use these cards in late April or early May of 2024. Both cards were rejected, and I later found out that someone had fraudulently siphoned out all the money. I called the store who told me to call the number on the back of the card which I did. I was connected to a call center I believe located in *****. They took down my information and a few days later, I received two emails, each one with a case number referring to one of the particular cards telling me that I would receive a new $500 gift card in the mail as replacement for the fraudulently used card. Both were supposed to be delivered within two weeks. I had forgotten about it until I remembered in early July and it dawned on me that I hadnt received the replacement gift cards so I called them again and told them I had not received them. This time they said they would send them out via ***** and that I would have them by July 26, I called them on July 30 to advise that I had not received the replacement cards to date, now for the second time and asked them for the ***** tracking number which they would not provide to me. This leads me to believe the cards were not shipped. They told me to send a proof of address such as my drivers license via email and that they would send the cards out for a third time, I believe this is just another delay tactic and that they never intend to reimburse me. I did a ****** search on vanilla gift cards and there are many people with the same complaints that I have. Stop & Shop will not do anything for me. They certainly have more power with this vendor than I do. They also have culpability here because they made money on the sale and should have done more to prevent this fraud from happening. Instead of advocating on my behalf, they say there is nothing they can do. This is where I disagree. They made a profit off the sale and should be held accountable.

  Customer Answer

  Date: 08/11/2024

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

  Business Response

  Date: 08/26/2024

  Hello, we are reaching out to the customer now to resolve the concern, since we received a reply from our gift card vendor regarding this issue.

  Customer Answer

  Date: 08/26/2024

  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 could not find any evidence of the seller doing anything on my behalf to remedy this situation. The only thing I saw was a statement  saying something about them contacting me which they have not as of yet. They also said we received a reply from our gift card vendor regarding this issue but did not share that information with me or the bbb.  This complaint shall remain open until I am satisfied. 
  
  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: 09/25/2024

  The store management team is currently collaborating with the gift card department to address the customer's concern. We are committed to working with the customer until this issue is fully resolved.

• Initial Complaint

  Date:07/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased ********** ham and ****** from your *********** within the past 2-3 weeks. We bought a pound of each.My entire family is sick now with listeria.We have thrown out the meat but have been very ill.We will not be purchasing meat from your store again.

  Business Response

  Date: 08/15/2024

  We apologize for the delay in responding to this concern. We have involved our ***************** for further follow up with the customer.

• Initial Complaint

  Date:07/30/2024

  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.

  This is the ************* location inside ****** shopping center, this store without fail has torn up floors mainly in the produce section easily a fall hazard for those with walking aids and/or sight disabilities. The restrooms are repulsive, dark, consistently filthy and resemble a gas station. This has been brought to management attention with no change.

  Business Response

  Date: 08/19/2024

  We are sorry to hear of the customer's experience in one of our stores. Our **************** Team reached out to the customer on 08/17/2024 to assure them that repairs have been scheduled for the store. 

• Initial Complaint

  Date:07/27/2024

  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.

  Date of Transaction: July 12, 2024 Business Commitment:On July 12, 2024, I received an $25 Amazon gift card from Stop and Shop with missing middle digits, rendering it unusable. I contacted Stop and Shop, and *************************, Perishable Manager at Store #***, responded on July 22, 2024, stating he would be happy to replace the defective card with a $25 Stop and Shop gift card. This response lacked a firm commitment and details on the replacement process.Nature of the Dispute:Despite ******* tentative offer, no action has been taken. I requested on July 23, 2024, that the replacement be issued as an e-gift card for convenience. As of July 25, 2024, I have not received any follow-up. ******* initial response did not include details on obtaining the gift card and did not address my subsequent inquiries.Attempts to Resolve:1.July 22, 2024: ****** offered a replacement but did not specify the process.2.July 23, 2024: I requested the replacement as a Stop & Shop e-gift card; no response received.3.July 25, 2024: I followed up urgently; no resolution provided.Detailed Complaint:I am dissatisfied with Stop and Shops handling of this issue. ******* response lacked commitment and details, and he did not address my request for an e-gift card. The lack of follow-up and resolution has caused significant inconvenience.Desired Resolution:I demand immediate issuance of the replacement Stop and Shop gift card as an e-gift card to ******************* I expect a prompt response confirming this action, acknowledgment of the inconvenience, and consideration of appropriate compensation.Thank you.

  Customer Answer

  Date: 08/06/2024

  I have not heard from the business in response to my complaint. I request to be reached out by either text or email only please.

  Business Response

  Date: 08/16/2024

  We apologize for the delay in responding. Our **************** Team has reached out to the customer and resolve the issue. 

• Initial Complaint

  Date:07/26/2024

  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.

  Date 7/25/24 I have a gift card for $150. for Stop and Shop. I tried to use it at the ************* store and told I could only use ********* yesterday I went online to use it. I was told had to go through *********. com. They gave me a password which I forgot to save, my order did go through ok, they took my money for sure. Then when checking out they wanted the password again which I didn't have. I tried everywhere to get it. Spend all day on here asking many people in many departments(both Stop and Shop and Instacart) and no password. So now my order sits there paid and I have no food.Please help this senior citizen out

  Business Response

  Date: 07/31/2024

  We are sorry to hear of the customer's experience. Our **************** Team reached out to the customer and resolved the issue for them.

  Customer Answer

  Date: 08/01/2024

  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 just got your message, checked to see if I could get mu food.. Nothing has been done to correct this pro, I talked to someone at Stop and chop/ He said this is Instacart problem. Well it seems to me stop and shop hired the ********* to work for them. As it stands both companys  involed are blaming the other one and no one seem to care about the customer.
  
    

  Business Response

  Date: 09/10/2024

  We contacted the customer over the phone and determined she has a Instacart gift card. We tried to help the customer get onto the ********* website. After 1.5 hours of trying, we eventually directed the customer to contact ********* customer service.

• Initial Complaint

  Date:07/26/2024

  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.

  On June 25, 2024, I placed an online delivery order for delivery on June 26, 2024 in the amount of $127.89. I DID NOT RECEIVE THIS DELIVERY. I contacted my Bank to advise that my groceries were not received and disputed the transaction. I also called Stop & Shop customer care to report this issue. The agent apologized and offered to have the groceries re-delivered the following day. I received the replacement order on June 27, 2024 in the amount of $$114.05, which I was billed for. Not realizing that Stop & Shop would issue a credit for the missing groceries I received 2 credits, one from Stop and Shop and one from AMEX. On July 4, 2024 I was alerted to this issue. I immediately called AMEX and requested that they cancel the dispute, which would offset the additional credit of $127.89. On July 8,2024 I forwarded an email to them showing that my dispute was cancelled and the funds were remitted back to them. I have resolved this matter on my end and have made multiple calls and numerous emails to both ************* and the ***************** with no resolution or callback from someone of authority. As recent as yesterday, I spoke to a Level 2 Manager (*****) who stated that she would refer the issue again to the Manager of ***************** because they don't speak to customers. Just this morning I received another email from Stop and Shop asking me to update my account.I am a senior citizen who relies heavily of delivery services. I have spent thousands of dollars over many years as well as with delivery services. This has been unresolved for a month and I have done EVERYTHING on my end to resolve this misunderstanding. I had never had this happen to my or had to dispute a purchase with Stop & Shop, so I am flabbergasted that they cannot see clearly what I have proved to be resolved. I have attached several emails, my response along with proof that the payment issue was resolved by my Bank. Your help is appreciated.

  Business Response

  Date: 07/31/2024

  Left customer voicemails on 7/30 and 7/31 apologizing for the order not being delivered and the delay in getting the billing completed. Advised their account has been reactivated and customer can once again shop online with Stop & Shop. 

  Customer Answer

  Date: 07/31/2024

  [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:07/20/2024

  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 placed an order online 7/6/24 with Stop & Shop, to be delivered between 1 & 2pm.. Not Delivered, Stop & shop Changed delivery time to 2:36-7:36 pm, still no Delivery. I called ***************** they canceled my order #**********. I still needed the items so I reordered.. 7/7/24 Stop & Shop My Order Account said My Refund is Approved #s000656498. However, I have Not Received My Refund in 14 *********** all say they will expedite to supervisors.. I Never heard from a ***************** My SNAP EBT FUNDS of $90.85 & Cash Card funds $17.83! I have called ***** Care Everyday about my refund. First they said wait 3-5 Business Days then 5-7 then 7-10! I've endured the 10 Business days & the Weekends Too, without my government funds returned to me! Case #******** was supposed to go to supervisors 7/20/24 today! I dont Believe it. They been blowing smoke up my butt!!Please Return My Money!

  Business Response

  Date: 07/26/2024

  Called customer to confirm EBT refund was completed for the order. Apologized for order not being delivered and delays in getting money refunded.  

  Customer Answer

  Date: 07/26/2024

  [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:07/18/2024

  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.

  Stop & Shop order scheduled for 3/7/2024 never received. This was grocery delivery was reassigned to instacart who did not deliver and missed delivery window according to app updates. Inconsistent info on app led me to call customer service morning of delivery. Customer support informed me order was still not dispatched (although app stated it was assigned to instacart), so I cancelled order as it was a weekend day and I had to leave my home and could wait around no longer. Apologies were provided by customer support and a $20 coupon for future orders was gifted as a form of apologies for the troubles. I was still charged the $213.82 for a food delivery that I did not receive. I have already disputed this with my credit card company (Amex) -- who refunded me the amount -- and several contacts to Stop and Shop were made. There were multiple attempts to resolve with Stop and Shop by email (in response to their charge notices) with all info necessary. Their email address of ************************************** has blocked all my response emails so I have also forwarded these to Peadpod. I've attached all that here for your review. Stop and Shop continues to email me requesting a payment although groceries were not received and officially cancelled for lack of dispatching in a timely manner. Now Stop & Shop is threatening me with collections although they are unresponsive to this matter. I'm sure they have many ways to verify all the substantive info I have provided.

  Business Response

  Date: 07/24/2024

  Called customer twice on 7/24/24. Left voicemail both times advising communication for collection activity on customer's order ********** has stopped and their account is open.