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:07/16/2024

  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.

  I was given a digital coupon by ***** & the *** network sometime in June. It can only exclusively be used at a Stop & Shop, in which I do have a loyalty program acct w/them as well. I dont live near any Stop & Shop & this is the closest location to me. I was given another coupon w/a different brand as well that can only be used w/only Stop & Shop. These coupons apparently dont work & the cashier from the time I went dont read the instructions on how to redeem it in their system, since I also have these coupons w/CVS. I never had a problem w/CVS redeeming their coupons.The original incident occurred Monday, June 24th 2024. I was going to buy an item & use the Poppi coupon since it was hot that day. I show the cashier the coupon, refuses to read the instructions attached & calls the **************** manager, ******************************* which I was told was the store manager. This whole store acts very unprofessional by the way except for security. So I explained the situation to **********************. She does nothing. Doesnt even bother to go behind the register to try to scan the coupon right. Since they give me attitudes, of course I have to have a guard up, & since she was not helpful, tells me I need to print out the coupon b/c they dont accept digital coupons when Stop & Shop has an app. I left the store on my own accord w/out anything. I called about this incident 3 **************** service over the phone tells me the store manager there will get back to me. He/she never does until I get a call from a guy named **. I think he is the Regional store manager but according to the store manager, ***********************, he hasnt worked in that location in 5 years, yet has his ******* ******* willing to share his email with me. But ** promised me a $25 gift card. I go back to the location ****, July 16th to redeem the giftcard which TJ refers to as a payout for my inconvenience with this. **************** has an attitude w/me & denies me the giftcard. Attached is more about the 7/16 incident

  Business Response

  Date: 07/22/2024

  We are sorry to hear of the customer's experience in one of our stores. Our **************** Team has reached out to customer and resolved the issue. 

  Customer Answer

  Date: 07/22/2024

  Dear **** & Shop, 

  It would have been nice if I didnt escalate this issue to this point but I had no choice since the additional incident that occurred. I think **** & Shop could have done more for this complaint b/c this $25 giftcard I had to physically pick up at the store only resolves the original issue & not so much the additional one.
  

  As a result of the humiliation that your store manager & staff put me through, I definitely wont be stepping into a **** & Shop location anytime soon. It ***** that for whatever reason, the digital coupons exclusively to your store cannot be used there. So I would suggest to fix/upgrade your companys systems & train your staff (including all managers in all locations) better to respect customers & to take/scan digital coupons that are on the iPhone or ******* with ease.
  

  ****** was very nice & professional with me. He was also very well dressed & presentable as he had to step in for *****. ****** honestly deserves to be the store manager of the Downtown ******** location. I strongly feel under his leadership, **** & Shop Downtown ******** will gain way more customers than it previously has in that location. Or have more satisfied customers at the very least. 

  I hope **** & Shop will do right & better by customers like me. Again, thank you for the $25 giftcard. In my opinion, it was not enough for all the calls & typing I had to do to address this serious matter. But the giftcard was used the same day I received it on Wed, July 17th. I am grateful. 

  Regards,
  *************************

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does mostly 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:07/12/2024

  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.

  I went to **************** and Shop this morning around 10;00am. Purchased natures promise spinach, expiration date, Best Buy July 14. This evening while preparing dinner, the entire bottom of the spinach is starting to decompose. I cant even use half the spinach. This is never been a problem before. Im extremely disappointed usually for a family of four. It will give us two meals. Im lucky if I only get one meal out of this.

  Business Response

  Date: 08/05/2024

  We reached out to the customer on 07/22/2024 by email to obtain more information regarding the spinach, so that we can involve our supplier. The email went unanswered .We called the customer today and left a voicemail asking for this information. 

• Initial Complaint

  Date:07/12/2024

  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.

  STOP&SHOP in *********, ** are refusing to honor redemption receipts if you didn't redeem the bottles/cans at that store which makes no sense because they are a corporation. They say it's a state law and that they don't get credit by the state if it's from a different store and that is not true. I have tried to get corporate to rectify this situation but got no corporation. Many times the machines are broken and you have no choice to go to other stores that have working machines

  Business Response

  Date: 08/15/2024

  We apologize for the delay in responding. Our store Management team reached out to the customer on 08/11/2024, and resolved the issue. 

• Initial Complaint

  Date:07/08/2024

  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 asked for boars head beef bologna and they gave me pork. Im angry.

  Business Response

  Date: 08/15/2024

  We apologize for the delay in responding back to this. We reached out to the customer to obtain more information on whether this was a pickup or delivery order and have not received a response. 

• Initial Complaint

  Date:07/04/2024

  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.

  Several large tarps with garden hoses attached in the center are suspended from the ceiling with sections of ceiling tiles taken out. There appears to be an issue with water in the ceiling from the ac condenser or roof leak. Water damage is dark and noted on ceiling tiles left in place. This is a health code violation and the establishment should be closed until fixed. This could cause a myriad of health issues including legionnaires disease, slip and falls, exacerbated breathing issues for sensitive individuals etc. This is a lawsuit waiting to happen. The store number is #**** and it is located in ***********. Disgraceful. You should be ashamed of yourselves causing the public such foreseeable danger.

  Business Response

  Date: 07/31/2024

  We are in the process of having the roof completely replaced - the process will begin the first week of August - the tarps are a precaution as that is where we have had active leaks - most of those leaks have been temporarily fixed until the full roof is replaced. Most wet or damaged ceiling tiles have been removed - once the roof replacement is completed all ceiling tiles will be replaced that were impacted - the tarps and hoses are there to direct water to be collected into a basin as to avoid customer/associate injuries via slip & falls. The roof replacement is a lengthy process as there was pre-work that needed to be completed first in relation to HVAC units and the like that are in place on the roof - We take our customers & associates health & safety very seriously and have done everything within our control to mitigate the damage/impact the roof leaks have caused..

• Initial Complaint

  Date:07/04/2024

  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.

  Stop& shop advertise on the shelves on certain products. A digital coupon. Which is less than the regular coupon. You have to go on the app and clip the coupon and when you check out you enter your phone number you get the discount. Well I have noticed over 5 years of shopping at stop& shop and countless hours roaming around the store staring at my phone trying to find a digital coupon that was advertised on the shelf. Just to never find it because it don't exist lately. I have gone up to the counter on three different shopping experiences and ask the person behind the counter to find this coupon for me. And I took a picture of the advertise digital coupon on the shelf and they couldn't find it all three times. They don't know what to tell me. They don't know why it's not there but if I go and Wait in one line, buy all the stuff and then come back and wait in another line to see them. They'll give me the discount. That's three times now. Not good enough. If something is advertised with a digital coupon, you should be able to go on the app and find the digital coupon. Even the employees can't find it. Today I got $5 back that I otherwise wouldn't have gotten if I didn't take the time to go to the counter to get the discounts that I should have gotten in the first line. This is outright blatant false advertisement. I call corporate. Never getting an answer back. Before stop& shop, employees are actually putting up the discounted digital coupon signs. There should be someone verifying that that actual digital coupon is available. I have noticed over the years multiple digital coupons are not available however, they are still have advertisements on the shelf for digital coupon that don't exist. This situation needs to be fixed. I'm tired of not getting the discounts that I should and I'm tired of having to fight for the advertised discounts that I shouldn't have to fight to get or wait through two lines

  Business Response

  Date: 08/27/2024

  The store management team has been in contact with the customer and has successfully resolved the issue.

• Initial Complaint

  Date:07/04/2024

  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 stop & shop yesterday store (2586) 7-3-24) (12:50pm) 625 Atlantic ave to pick up groceries I ordered on ******** picked up water to buy I went to a cashier to pay for the water I was dealing with her fine but all of a sudden another worker came out minding my business I was ringing up with a cashier or manage maybe already seemed to be someone more higher renal then just a chasier she stood by me very bold very aggressive and got into my business what I was doing it didnt **** on me that she was even in my business until she started telling me how to use my card I didnt feel comfortable taking out my bank/debit card in front of her it has been said that some funny business has been going on with (Dollar tree) employees taking extra money from people debit or bank card Lets just saying giving themselves a tip without permission I didnt know why she wa standing so close to me and wouldnt move it was weird and very odd I felt she was trying to steal my card info as I said I was already dealing with someone ringing me up I have never experienced anything like this before it felt odd at one point I went to move over to check my card she stood in my way I am very insulted the way she was acting and what she did to me at the time trying to get out of peoples was and having to ring up my water and having to get my on-line grocery bags from the worker in the store that gives your grocery it didnt really **** on me and she was making sounds like if I want at work it would be a problem between me and u because I said I didnt want her standing by me that people *** people all the time why are u data sing so close to me i even put in the wrong PIN number because I felt she was watching and as I said she was talking aggressive telling me how to use my card when she wasnt ringing me up The person that rung me up said she would have a talk with her I want something done about what happened I want an apology for being treated rudely by store & employee I.

  Business Response

  Date: 08/27/2024

  The store management team has made contact with the customer to address the issue. We are currently awaiting further communication to proceed with a resolution.

• Initial Complaint

  Date:07/03/2024

  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.

  This is the second time, second week in a row that your digital coupon has not taken off the additional $3.00 it was supposed to for a 24 pack of Diet Coke. I had this happen last week also - same location, 6/24/2024 at 9:22am, same item purchased & 6/29/2024 at 10:50am. Now I am owed $6.00! How can you fix this? I get no response from customer service. I would gladly take the $6.00 owed in reward points if that is possible but I would like the $6.00 some way

• Initial Complaint

  Date:06/21/2024

  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 made A purchase with stop and shop on June 12th for Delivery the driver which was through instacart never made an attempt to contact me and was no where in front my building with my order and she cancelled my order and left with my items. I requested a re delivery for the same day they told me they could not do that because all the time slots were gone. I was advised I would be receiving my refund within 2-5 business days today is June 21st and my EBT benefits have not been refunded to my EBT card and everytime I call I get the same answer everyone is going to escalate this to billing or a supervisor and no one has called me back since. Im very frustrated because how am I suppose to get my groceries and it should not take that long for a refund to be returned

  Business Response

  Date: 06/26/2024

  Customer has been contacted that the *** funds were refunded on 6/24. 

  Customer Answer

  Date: 06/26/2024

  [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:06/17/2024

  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.

  On June 16,2024, I took my handicap mother to go shopping for food. This is my 4th time be profiled in stop and shop, for the 4th time the ******* or asst. ******* always watch my mother and me in almost every isle of the store. When we get to the register, I notice she stands by the line watching over us, as if were are stealing. I use this store because its convenient and across the street form her house-(arverne by sea). Clearly she's in a wheelchair and Im pushing her and helping get her items, we never do self-checkout because we have to many items. This she my mother was so upset and said she never wants to shop there. This is a huge inconvenience because i have to travel 14 miles. *** i have to use another store that further away. This is sad that we have to be treated like that. I went on the reviews for this store and some people said the same thing my disable mother and i was experiencing

  Business Response

  Date: 07/22/2024

  We apologize for the delay in responding back. We reached out to the customer to obtain more information back on July 4th and never received a response. We were able to locate the information needed and sent notification to the store for further handling.