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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/01/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
On Friday, October 15, 2021, I purchased a package of pink, seemingly edible, store brand ground beef. The "sell by" date on the package was October 17. Upon opening the package of ground beef later that day (10/15) I discovered that the beef was ***** and rotten on the inside. It smelled horrendous, and I threw it out. Soon afterwards, I contacted Stop & Shop via ******** Messenger with a picture of the label, but they haven't responded to me. I don't know how they get away with selling rotten meat. I just want my $8 back.
Business response
11/01/2021
We are sorry to hear of our customer's experience with ground beef purchased at her local store. We also apologize that no one followed up on the concern. A member of store management attempted to reach out by phone and was not successful, An email has since been sent to our customer to resolve the issue.Customer response
11/02/2021
[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.
Issue was resolved by business.
Regards,
***********************Initial Complaint
10/30/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
As a participant in Stop and Shop's Go Rewards program, there have been several times during the past year in which I reserved my reward points online, only to find that they were NOT credited to me when checking out. I made sure to go to the store within the 30 day time limit to claim the points, and I made sure to present my Stop and Shop customer card to the cashier for scanning prior the scanning of my groceries. In spite of this, the final total on the receipt failed to reflect my discount for the number of points that I reserved ahead of time online. The most recent incident was 10/26/2021 when $9.00 for 900 points was not credited to my purchase. Additionally, I did not purchase any items that are not eligible for point redemption. I wish that Stop and Shop would correct this problem so that I can consistently redeem the points to which I am entitled. I am not the only customer with this kind of a point redemption problem, so it looks like this is not just a "one off" situation but rather a systemic problem of some type. Thank you.Business response
11/01/2021
We are sorry to learn of our customer's concern with her GO points. Working with our customer directly, the issue was identified and resolved.Initial Complaint
10/27/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I did online delivery and they took ****** from debit instead of ebt card.Business response
10/28/2021
We are sorry to learn of our customer's concern. Our records show that we have connected with this customer to explain the process for online order payments and have made her whole with a credit to her accountInitial Complaint
10/22/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
10/21: placed a delivery order - delivery window 6:30 - 10:00 pm at 9:15 pm, received an update that my order would be delivered late, 11:05 - 11:35 11:30 pm: started making calls to find out where my groceries are, talked to a Peapod person at a local store who talked to the actual store that should have delivered. They were going to investigate, but would call me this morning first thing. 10:22: 9 am no call 9:05 I call customer service 800 number and am told she can't help me, my order was charged to my account and I had to talk to the credit department who would be calling me in an hour or so 11:30 am: Called customer service again and wait time was more than 15 min - hung up 11:35 a.m.: Called the ******* ** store which services my area. The manager said he read the note from last night, but didn't know he needed to follow up (???). He said that he thinks the driver just delivered to the wrong home, but I should not have been waiting til 11:30. He told me I had to call customer service number.I'm not including all of the online research I've done and other minor/short calls. I'm not sure what was charged to my debit card at this point, but there should have been NO charge. I had expected to have this resolved and my groceries delivered this morning. I am unable to leave my home at this time, so you can imagine how this has affected me.Since I can't elevate this problem to anyone in S&S (one of the few stores that doesn't have an escalation department), and my groceries are on someone else's home at my expense, I'm less than unhappy.Every person I explained this to that I was actually able to talk to told me straight out that this goes way beyond any complaint they have dealt with. Tsk tsk.I want a credit issued immediately and a redelivery of my groceries today or tomorrow MORNING at absolutely zero charge to me.Business response
10/25/2021
We are sorry to hear of our customer's frustration. A member of our leadership team for our e-***************** has been in touch with our customer to resolve this concern.Initial Complaint
10/21/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On October 18th I used my Stop & Shop card to make a purchase at the Dedham store, specifically to earn ************ rewards. I purchased $15 worth of Chobani yogurts to earn 500 points (promotion) & 2 Tide/Gain items to earn 200 points (promotion.) On my ************ app it showed I'd earned over 700 points. I decided since I didn't yet need gas to hold onto them. On October 20th I went on my app to redeem them to realize I only had 264 points. I was missing over 500. I emailed customer care immediately and received no response so I called this afternoon. The woman I spoke with was short with me & not very helpful. She said "before you get into a long-winded explanation.." & wouldn't let me explain much. After placing me on a brief hold she claimed that she could not give me much information but that someone else allegedly called on October 18th to claim that their card was linked to my account. She claimed that they were unlinked but the points were "divided" between the 2 accounts. I expressed this made no sense at all. Nobody else uses the card I use. I barely shop at S&S myself so often have 0 points showing on my app. I questioned why this "alleged caller" got majority of the points since the 264 points I was left with is far less than half of the over 700 points I earned. She gave no answers & refused to let me speak to someone else. I want the points I earned or I want an explanation to who exactly happened to call on the *** I earned bonus points that I DIDN'T USE to steal most of them. The explanation I received is far-fetched & it honestly seems as though the representative wanted an excuse to not assist me with getting the points that I earned.Business response
10/22/2021
We are sorry for our customer's frustration. I have reached out to our customer personally with the resolution and invited our customer to reach back out to me with any further questions or concerns.Customer response
10/22/2021
[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 #********. Stop & Shop went above & beyond to resolve the matter very quickly. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
09/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I applied to this business 12 months ago and since I told them I was disabled and had some health problems . I got told I would be getting 18 to 20 hours and I am not even making 13 at times. I was told I would also be on a register and I was told I was too disabled to ring a register.Business response
09/28/2021
We are sorry to learn of our associate's frustration. We have made the associate's Human Resource Business Partner aware who will be reaching out to our associate to better understand and address the concerns.Initial Complaint
09/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I made a purchase through stop and shop app in the amount of $283 on my ebt card. I charged the delivery costs to my credit card. The order waa delay due to a severe storm. No one called me to tell me. I had to call and find out. They rescheduled delivery. When they rescheduled, they charged my credit card the full amount of $283.. Obviously I'm not rich. Now I don't have money to pay my bills. I called customer service and was told by the manager that there's nothing they can do.Business response
09/09/2021
We are sorry to learn of our customer's experience, and can understand the frustration caused. An email has been sent to this customer by our e-Commerce team to apologize for the situation and to make her whole.Customer response
09/10/2021
[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
08/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I live near Stop&Shop and used it often previously to these issues.They have a rewards program on an app. I tried to used it for 2 weeks and it says "site temporarily unavailable".I used it once a short time ago but now N/A! I also went to the store 3 times only to be told to call the useless number!.Today I called ************** times - each with a waiting time of 40 minutes. That's nearly TWO HOURS of abuse! Only to have someone answer, say they'll be right back and hang up or disconnect. my call.Such frustrating, incompetent and HORRIBLE CUSTOMER SERVICE IS AN OUTRAGE, waste of my time, and intend to exact some type of equal horrible tactics in return!While I wait for some resolution, I assume I will just abandon the points I had which accrued and write off the merchant! I will drive a bit further to a Shop Rite which is much cheaper, and I intend to place bad publicity all over the local web and internet.Business response
09/02/2021
We are sorry to learn of our customer's frustration. A member of the customer care team has worked with our customer directly and we believe that our customer is all set now.Customer response
09/02/2021
[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,
*********************The Company has made a sincere and sufficient effort to resolve this case. I am grateful.
Kindly close the case.
JB
Initial Complaint
08/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 4 I was trying to pay for my RX and other in the amount of $6.69 item with $40.00 cash back with my debit card, the transaction did not go through and apparently was cancelled, so then tried my debit card again without the cash back and the transaction apparently did not go through again. I ended up paying $6.69 with my credit card. At the same store I went to ********* to purchase my coffee, again I attempted to pay $2.98 with my debit card with $40.00 cash back and the transaction did not go through. I then used my credit card to purchase the coffee for $2.98. Two days later I found out on my banking statement that my debit card has been charged $46.69, $6.69 and $42.98 which none of this transactions should have went through and I never got the cash back. I have a proof of paying with my credit card at the same time for $6.69 and $2.98 without the cash back of course since you can't take it out with your credit card. I have been in contact with the store with no positiveBusiness response
08/25/2021
We are sorry about our customer's experience with their debit card used in our stores. There was a failure with Chase payments and MasterCard/Visa authorizers that was beyond our control. This outage resulted in our stores receiving "bank unavailable responses" for debit transactions. Our teams worked diligently with Chase and Mastercard to provide a quick resolve for our customers. According to Chase, all of the transactions have been reversed. If our customer is not seeing the reversal, they are encouraged to speak to their bank, as we have no control that. We apologize for the frustration.Customer response
08/25/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
08/26/2021
We are sorry that our customer was not satisfied with our response. Unless missed, I do not see a reason for the rejection. That said, the situation that prompted the original concern is a situation that is not within our control at this point in time. We were notified by the third party, Chase, that all reversals were processed, and customers are encouraged to review any concerns with their bank. If this does not address the customer's rejection, please provide further documentation/reasons.Initial Complaint
08/23/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On Monday August 23 I placed an online order for pick up at stop and shop ******* **. They accepted my order and placed a hold on my checking account. When I arrived in the afternoon I was told my order was canceled due to the storm. I was never informed, sent an email or received a phone call or text. I was told I would have to do the shopping myself which wouldnt be a problem except they have a hold on the funds I needed to go grocery shopping. After being treated rudely and left to stand around for 15 minutes I was given a number to call to fix the problem. During the call I was told they cant release the funds right now and was very rudely told they dont know what I want them to do about it. This is unacceptable! They took my money for a service which wasnt provided. Never offered a solution and treated me rudely like I was an annoyance to them. I want an apology, my money, and some show of good faith for the waste of my time, inconvenience, and rude behavior of their employeesBusiness response
08/24/2021
We are so sorry to learn of our customer's frustrating experience. A member of our ecomm leadership team has been in contact with our customer directly to resolve this concern.Customer response
08/24/2021
[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,
*************************
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