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.
84 complaints closed in the last 12 months.

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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:04/21/2025
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.
Please refund my ************* membership since the order I placed stop and shop cancelled and I haven't used the service a single time in the month of April. On my credit card it shows a charge of $13.86 for Go Pass (I'm including a photo as proof.) I would like to be issued a full refund for go pass since I wont be using this service this month.
Initial Complaint
Date:04/16/2025
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.
On April 12th, 2025, I placed an order on my Stop&Shop app for a grocery delivery to my home. On April 14th the charges were processed from my checking account TWICE. I was charged $62.82 twice, back-to-back, the morning of 4/14/25. I called my bank and they confirmed that Stop & Shop had in fact charged me twice for my order and advised me to call Stop & Shop. I called S&S, spoke to someone in customer care who first told me she only saw 1 charge & kept asking me if they two charges were the same amount, I said YES. She put me on hold. When she returned she told me S&S HAD double charged me and that her supervisor is working with Billing to refund me and I should receive it soon. I waited 48hrs for the refund before calling back. On 4-16-2025 I called again. The first ***** I spoke to informed me that she saw where they were working on my ********** should continue to wait & they will send a $20 gc for the inconvenience. I thanked her for that and asked how I will know when my refund will be processed. She informed me I would have to continue to check my bank statement...then she tells me that as she was digging deeper she see's that there is nothing they can do on their end and I will have to file a claim with my bank. I remind her that my bank did not double charge me, S&S did and asked to speak with someone above her since she is now telling me something different than what I was told on 4/14 & what she had just told me moments earlier. She then informed me there was no one above her I could talk to. I informed her again that I would not be going through my bank as they were not the ones at fault and that I need to speak to someone there either in billing or er supervisor. After being told there was no supervisor 3 times she finally transfers me to a team lead. The team lead told me that their bank (*****) is double charging people but that they refuse to do anything on their end and I would have to go through my bank. This needs to be resolved on S&S side.
Business Response
Date: 04/24/2025
Called customer regarding order **********. Advised customer this is a billing issue on the cardholder's side as we only see the charge once. **** is identifying all impacted issuers and is working quickly to refund the impacted cardholders on the duplicate charge. Advised customer to call the number on the back of the card used for payment of order m615287357 for assistance.

Customer Answer
Date: 04/24/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***** *******
Initial Complaint
Date:04/11/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an annoyed customer of Stop and Shop in *******, ** because of a recent incident last night at the store. I bought groceries, using the flyer that I obtained at the front of the store, reflecting the current sales prices of items to purchase. The sale according to the flyer ran from April 4th to April 10th, and I was shopping at 6:30 PM on April 10th, and the store closes at 10:00 PM. I went and bought my items using the provided flyer, but when I went to check out, my total was much more than I had calculated while shopping. I paid for my items, because there was a long line and I didnt want to create a fuss until I reviewed my receipt to be sure. I stepped aside and reviewed my receipt, and found several of the items were charged at higher prices than what was advertised in the flyer. I went back to the register and told the cashier, and she said that there was nothing she could do and I would have to come back tomorrow, as the customer service desk was already closed (this was only 7 PM mind you, and the store closes at 10 PM). I also was concerned that they were open until 10 PM Thursday, and the sales flyer did not say a time but just that prices were good from Friday of the week before until Thursday, and yet they change the prices in their computers at 7 PM, which means everybody who shops from 7-10 PM at that store (and maybe many more) is getting overcharged on items on a regular basis. Im sure over time this nets the company several thousands of dollars, even more. I have attached to this pictures of the flyer that I used to shop for items that were on sale, along with a detailed list of the overcharged items that I believe I should be receiving credit for. Please help me get my refund, and more importantly make sure these stores dont do this deceptive behavior any more. Thank you,
Business Response
Date: 04/16/2025
Store spoke with the customer. He will be in for a refund and a gift card. All associates involved have been addressed.
Customer Answer
Date: 04/16/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******* *****
Initial Complaint
Date:04/05/2025
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 am writing to formally report a serious health and safety concern I recently witnessed at [Stop & Shop SuperMarket], located at [ **************************************] I observed the presence of rats within or around the premises, which is coming into my home backyard & into the front of my home, Its highly concerning and unacceptable in a food retail environment. I have done everything on my end to keep them away, hiring an exterminator & disposing my trash into closed seal bins. In my household I have two toddlers as well as young children. This is causing me and my family to be frightened to enjoy our home when were outside in our yard or sitting on our porch. This issue poses a significant risk to public health and violates hygiene standards. I urge you to take immediate action to investigate and resolve this matter. I also request a follow-up to ensure that appropriate pest control measures are implemented, and the store is in compliance with health regulations.Thank you for your attention to this matter.
Business Response
Date: 04/09/2025
Our customer care **** ******, called this customer and sent a follow-up email. We are hoping to confirm the information from the back of the card (as we were only sent pictures from the front of the card) and we need the numbers from the back in order to file a claim with our gift card vendor.
Customer Answer
Date: 04/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******* ********
Initial Complaint
Date:03/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Again i bought a old, moldy, soggy product from *********** in *************First it was **** cap hot fries now its strawberry poptarts! A few packages were open but the box closed. The food is old and soggy!! Funny how the bad food is always first in the row like someone knew it was bad and was jus trying to make the sale hoping the customer wouldnt notice! I did!!! Picture and receipt attached!I want a refund in the same way i paid CASH!! Not store credit, not a gift card CASH! This isnt the first time *** boughten bad food!!! Nor is it the first ive heard of it! Im spent my time and hard earned money buying old soggy moldy food from a billion dollar company! How pathetic!! U guys loooovve to raise prices but the quality stays the same! Everytime i shop there i gota smell, flip upside down, check and recheck everything i buy from stop and shop! Its sad! Im at the point where its safer smarter cheaper and ****** free to just shop at market basket!! This is disgusting but not surprising which is sad!I want a refund, i really should ask for a refund for my whole tab that day $47 cuz who knows what else is bad!!! Im not taking more of my time and gas driving to the store to argue w the staff about a refund! Ill just go to the bbb and the board of health!Pic of the food, and the receipt attached!
Business Response
Date: 04/09/2025
Customer was contacted by **************** Manager on 4/2 to address this customers concerns and provide a refund.
Initial Complaint
Date:03/06/2025
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.
The contact us section for Stop and Shop doesn't work and neither do their digital coupons. Today at their ************* CT store my digital coupons for Angelsoft tissue and Bandaids did not go thru. This happens to me weekly and I cannot unpack the entire order after paying to wait on a long customer service line for a rude employee to hand me back a few cents and not even adjust the sales tax I paid for the products. It takes time to find the correct brand and size yet the coupons still are not honored. Stop and Shop's "contact us" area of the website hasn't worked in several weeks. I've typed in complaints only to spend hours trying to submit them. If I call I am told I must return with receipt & overcharged items. The store's prices are outrageously inflated and the miserly coupons for 50 cents or one dollar are not honored.
Business Response
Date: 03/18/2025
We are very sorry for any inconvenience caused by the customers experience. We have taken the liberty to refund the customer and notified the store management team so we can collaborate with them and ensure things like this do not happen again.
Initial Complaint
Date:02/22/2025
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.
Please refund the **************************** order#d645103316 placed on February 20, 2025 I don't want to place a redelivery for that item since the product had mold on the bottom of the crust. Also please refund the Go Pass fee for February (the $13.86 charge shows on my credit card) since I cancelled and no longer plan on using the delivery service.
Customer Answer
Date: 03/07/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 03/07/2025
Credit for the DiGiorno ******************* order#d645103316 was issued on 2/22/25. A prorated credit of $4.16 for the Go Pass fee was also issued on 2/22/22.
Customer Answer
Date: 03/10/2025

I am rejecting this response, because I still had days left on my membership that I paid $13.86 for, and it would cost $13.86 to reactivate the membership again so I would like a full refund for the membership fee. When I requested to cancel the service I also requested a full refund, if I knew they would only issue a partial refund for that, I would of told them to have not cancelled it.
Business Response
Date: 03/25/2025
The terms of service for the Go Pass state "Cancellation: Once you use your Delivery and Pickup Subscription it is non-refundable. Delivery and Pickup Subscription is only refundable within first 7 days and if no pickup or deliveries have been made." We provided the original credit in good faith and outside the terms accepted when your pass was first activated.
Customer Answer
Date: 03/26/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
In an email to customer service (for the fraud department of Stop and shop) they told me they would cancel and issue a full refund for go pass. If I knew they wouldn't have issued a full refund I would of told them not to cancel it, cause I lost days. Not right this company wont issue the full cost I paid when they told me they would, they also knew I had less than $7 left on my card at the time (I sent them a screen-still as proof) so that meant I had to starve for the rest of the month since they refused to refund the full amount I would have to pay to reactivate to use the delivery service. I would like the owner here to email me back to fix this since no one else has fixed this, clearly they don't care about customers.
Initial Complaint
Date:02/06/2025
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 Monday February 3rd I was about to pull into my Driveway at 7:00 p.m., when I see a Big Spill along with Broken glass in my Driveway. I pull my camera footage and see that a Grocery Delivery was delivered to the Basement Apartment. The tenant said that Stop and Shop reimbursed her for a bottle of ********* that the Driver dropped. The problem that I have is that the Mess was left in ************** and I've been getting nothing but a run around from Stop and Shop saying that its Instacart that did the Delivery!!!! Well Stop and Shop used Instacart to make the Delivery. It's been 3 days already and No resolution. ********* said it will take them 45 days to determine what they're going to do. Absurdity at its Finest. STOP and Shop needs to handle this! Especially since I had nothing to do with them. I didn't order groceries from them yet their Delivery People made a mess in Myyy Driveway of Oil and Glass. They had No Business whatsoever In My Driveway
Customer Answer
Date: 02/17/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 02/18/2025
This issue has been escalated to Instacart and they have opened a case regarding this incident.
Initial Complaint
Date:02/05/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted customer service over 4 days ago and no one there has fixed anything. (I don't have a phone to call, so asked for a manager to email me back.) I would like to be refunded for the 4 boxes of Quest bars that had mold inside them, so were thrown out. I don't want to schedule a re-delivery for a replacement since the product is rotten. My order was placed on 02/01/2025 and my order number is d623722295
Business Response
Date: 02/08/2025
In reviewing this customers account. Customer has received five (5) orders to date and reported poor quality issues with the same brand item from three (3) of those orders. Item credit has totaled $109.90.

d602546293 12/5/2024 Quest Keto Friendly Chocolate Chip Cookie Dough 21g Protein Bar - 4 ct 2 ***** spoiled
Quest Keto Friendly Cookies & Cream 21g Protein Bar - 4 ct 2 ***** spoiled
d606320830   1/1/2025 Quest Keto Friendly Chocolate Chip Cookie Dough 21g Protein Bar - 4 ct 2 ***** mold
Quest Keto Friendly Cookies & Cream 21g Protein Bar - 4 ct 2 ***** mold
d618735182   1/5/2025 Quest Keto Friendly Chocolate Chip Cookie Dough 21g Protein Bar - 4 ct 1 ***** mold
Quest Keto Friendly Cookies & Cream 21g Protein Bar - 4 ct 1 ***** mold

Customer is now reporting the same issue (mold) for the same product. To date, we have not received similar or the same report from other customers specific to these products.

Customers order ********** delivered on 2/1/2025 contained Quest Keto Friendly Chocolate Chip Cookie Dough 21g Protein Bar - 4 ct and the Quest Keto Friendly Cookies & Cream 21g Protein Bar - 4 ct and are being reported as moldy.

Customer was advised to contact the manufacturer directly regarding the quality of the wrapped item as we are no longer offering a credit only for the item. We have asked the customer to provide us with the opportunity to arrange for a redelivery of the items to replace any item in question. On 2/9 the customer reached out to our contact ********************** and has a redelivery order scheduled for these items.
Customer Answer
Date: 02/10/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Initial Complaint
Date:01/31/2025
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.
Online delivery order date, Wednesday, January 29, 2025. Received rancid Bell and ***** whole chicken. Sell By/Use By date was January 31. Completely unacceptable. These chickens sit in counter for at least 10 days before removed from store shelves. It was not a vaccuum sealed item. I would never have purchased if I could go to store in person. Permanently disabled; can not shop or return in store. I tried multiple times to report problem directly to Stop and Shop online site, but every time I clicked on Report Order Issue, an arrow appeared and just kept spinning. This is not the first time I've received meats with unacceptable Use By dates. I'd like refund for this chicken please - about $16.00.
Business Response
Date: 02/07/2025
Called customer twice and left 2 voicemails that we have refunded the price of the chicken and sent a coupon for her next order.

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