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1.1 370 Reviews

Stop & Shop Complaints Summary

8 Resolved
362 Unresolved
Our verdict: If considering services from Stop & Shop with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Stop & Shop reviews & complaints 370

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10:40 pm EDT
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Stop & Shop Over charging

Poor behavior . I bought cherries which was on sale with digital coupon for 1.99 . I ask the cashier make sure that I m getting right price she said ok . But at the when I paid it was charger me regular price . I went to the customer service ask her to pls correct it . She said you paid with OTC card I can not correct it . She said it’s free money . Which bother me the way she act . If I m paying with otc card that means she can charge whatever she wants . She was very unprofessional lady . No manners how to talk with customers. Store #2587 st 07.19 pm . I was charged for cherries 1.92 pound $7.66. The address of that store is 3106 Farrington street , flushing-11354. Pls look into . Thx

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10:38 pm EDT
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Stop & Shop Ruined my pants

Went to return my deposit cans & bottles in May
Floor was wet in recycle area with bleach
When I was done I noticed my pants had bleach spots
I went to the customer service and spoke to assistant manager
They took my information for a incident report - heard nothing
Two weeks later returned to store and saw the manager
She remembered the incident and took my information again
Now it’s July still haven’t heard anything
Thank you Michael Penna Lynbrook New York

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6:59 pm EDT
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Stop & Shop Customer service

The app was not taking off digital coupons today. The young customer service rep with blond hair checked my receipt and said they did. I was over charged $20.00 and had to return to store for a refund. The deli department only had 1 person cutting cold cuts while there was 3. They never change their gloves. The store manager josh couldn't care less

Desired outcome: The deli needs to attend to customers and change gloves! And the store manager Josh needs to get out of his office and manage the store and train customer service

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5:28 pm EDT
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Stop & Shop Chicken

I purchased Stop & Shop Chicken Drumsticks All Natural Value Pack. 5 drumsticks were broken and no one liked the fact the chicken was rubber... Why I bring up the fact that so many had broken legs tells me a lot and should tell you the same. As for the neat being rubber also says a lot. I'm not sure where you are buying your chicken from but I am left with no choice but to shop other places. Last but not least I had guests over for dinner and the embarrassment I felt because of this WOW.

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6:21 pm EDT
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Stop & Shop Stop and Shop 1/4 burgers

I had made a in store complaint about frozen burgers bought at a Maun St Stop and Shop in Southington, Ct. The burgers were unopened, I noticed there was not the amount that there should have been and were not quarter pound burgers as stated on the box. I was directed to call the 800 number on box for a refund or replacement and to make aware of the issue. Not one refund was offered or replacement and I have been in contact with a Beth via email. She stated she only takes the complaints and forwards them to the department. We are out the money and we through out the entire box not knowing why they were missing burgers and nit what was described on box. We will NOT be going to any Stop and Shop since they don't honor the money back garentee

Desired outcome: Still not resolved

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9:47 am EDT
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Stop & Shop Attitude of employees

Hi, I do not shop at Stop & Shop. I shop at Shoprite. But this morning, June 25, 2023 I went to Stop and Shop for some items and wanted to check out the store. The store is located in Middletown, NJ. I could not find an item and asked some employees where I could find it. They looked at me like I was crazy and told me where the item was like I should have known. I explained that I was never in the store before and they said all stores are the same. I'm not sure but I thought I heard them saying some remarks as I left. All Stop and Shop stores might be the same but I'm not a customer, nor will I ever be one now. Their directions were not clear and it was not easy to find the item. I will never go into another Stop and Shop. The customer service was disgraceful. Shoprite goes out of its way to be courteous to its customers and that's where I will continue to shop.

Desired outcome: None. You lost a prospective customer.

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11:58 am EDT
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Stop & Shop Unable to delete my account.

Date and time of incident; June 10, 2023 - 10:10am. I want to delete my account. There is no way to self initiate this through my account membership on Stop and Shop's website so I called customer service. I was placed on a 25 minute hold than when the customer service rep answered, she transferred me to another department. I was promptly hung up on in the transfer. I immediately called their customer service number again and am now in the call loop. The second pick up occurred at 10:55am by customer service rep. She apologized and I was rerouted into another loop with another wait time quoted as 52 minutes. My third call was picked up at 11:55 by Kathy. Kathy told me she is writing up a ticket. When I requested this confirmation in writing via email she informed that Stop and Shop would respond within 24 hours via confirmation email. I have spent one hour and forty-five minutes on the phone simply to request that my account be deleted. As of June 21, 2023, I have not received a confirmation email canceling my account as promised by the third customer service rep. My personal and financial information is being held hostage against my will. Please advise.

Desired outcome: I want to delete my account, personal and credit card information.

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5:08 am EDT

Stop & Shop Vermont cheddar cheese (white)

Warmest greetings, I'm writing regarding a purchase at your Chase Ave, Waterbury, CT store, I asked for Vermont Cheddar White LACTOSE FREE cheese. My family and I are Lactose intolerant. I either DID NOT! Receive lactose free cheese or the cheese was expired because after consuming the cheese all of us experienced severe! Abdominal pain, cramping, diarrhea, nausea and vomiting. I know it was definitely the cheese due to the fact even family members who had nothing, but grilled cheese sandwiches were very ill and my sister who I made a sandwich for experienced the same exact symptoms. I still have some of the cheese left and my receipt. These horrific symptoms lasted for 2 days and some of us are still not feeling well. This caused me to miss an important event.

Sincerely,
Mrs. Dawn Smith
52 Murray Street
Waterbury, CT 06710
[protected]

Desired outcome: SEVERE!! abdominal pain, cramping, nausea, vomiting and diarrhea.

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4:05 pm EDT

Stop & Shop Expired product

I was in Fairhaven Massachusetts Stop & Shop yesterday for a few items and while I was there I decided to pick up something for supper. I purchased 2 packages of 2 slices of frozen pizza. It was Banquet pizza. When I got home and opened the first box it was all freezer burn and disgusting looking. I then check the box only to find they were both past the best if used by date. Not by 1 or 2 days, weeks, months but years. I didn't think to check the date in this fine high end establishment so I had to go all the way back to the store to return them. Wasted all that gas not to mention my time. I didn't read your terms & conditions but if you want to spread this around be my guest.

Patricia Sylvia

64 Gellette Road

Fairhaven, MA 02719

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1:06 pm EDT

Stop & Shop Requesting a refund.

Hello Stop and Shop,

There are 2 unauthorized purchases at your location on 06/10/2023 at 3:26 pm. My ex had my card for awhile and I forgot until I started noticing that my bills were being declined. The receipt total was $878.

I am requesting a refund of $878 because I did not authorize these purchases. Nor did I have my debit card at that time. I had to cancel my card due to him using all my money in my account.

I have attached copies of my chime account showing the 2 transactions that were made that document why a refund is needed.

Please review my request and the documentation I have provided and let me know if you need any additional information to process this request.

I would like to reiterate that a refund is required to remedy this error.

Thank you,

Cassandra Williams

My email is [protected]@yahoo.com

Please reach me there.

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5:45 pm EDT
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Stop & Shop Terrible produce ay store 0079

I puchased 3 large packages of mushrooms Friday June second. All were slimmy and smelled. But what took the cake was the ransid celery. Never in my 72 years have I seen celery so gross. It's funny I was going to start shopping with you cause your produce was so nice. I've changed my mind.

Patricia Kwiatkowski

PS I don't have money to throw away... nobody does.

Desired outcome: refund

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6:21 pm EDT
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Stop & Shop Rotisserie chicken and poor managerial training

Partially through dinner, I discovered a disgusting portion of meat in the cavity of a rotisserie chicken. I do not know what this was or if it was part of a chicken but it was tough and when I cut through it, it looked like a large gizzard full of crap. Please see the picture

I brought it back to the store and spoke to your manager Christoper Huss in the Dumont NJ store. He apologized, took a picture of the chicken, and asked if I wanted my refund in cash or my credit card. When I said I was not here for a refund. He offered another chicken! Seriously.

So addition to the unpleasantness of this disgusting experience, my dinner being interrupted, my wasted time and wasted gasoline having to return to the store, your manager had the idea that my main objective was a refund.

His training should include making sure that the meat department cleans and handles meat in a sanitary manner especially meat that is served cooked to customers.

His training should include knowing how to treat a customer when they have been harmed by a Stop & Shop failure. He should have known to look at me directly. Instead, he avoided looking at me and acted as if he did not know what to do because 'this has never happened before'. He should have offered me some sort of token compensation for my negative experience and inconvenience. Not offered me another disgusting chicken.

Desired outcome: As I sit here writing this message with my stomach hurting and full of disgust, as your website suggests I think I would appreciate a response with an apology and a monetary compensation for this extremely distasteful experience.

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6:56 pm EDT
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Stop & Shop On-Line Order

I have ordered for pick 3 times and the 1st times were a little rough. Adding items not ordered or items they say are out of stock are actually in store or they bring out the wrong order. Today I ordered just to give another try and this was the ABSOLUTE WORSE! I called no one answered so I look to ensure my pick up time and saw 7 items out of stock. Because of the past issues I decided to check. All 7 items were in stock! Asked for a manager and all he could offer was an apology and said that it was a lot of items missed. Very frustrating to offer a service and make it inconvenient for the customer.

Desired outcome: A response and compensation

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1:31 pm EDT
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Stop & Shop On sale t bone/porterhouse steak

Store #552 East meadow NY. They have a sale sign in meats department for on sale T Bone steak and Porterhouse. When I asked for the Porterhouse because there were only T Bone, they said it was the same thing. I said the Porterhouse steak is more tender and cut higher and you get more tender meat which taste different then T Bone. The employees argued with me and were nasty and rude!

I don't know why I bother to go there. I guess because Walmart is right next door. This is the 3rd time the meat department was rude. 3 time's is enough! I wont be shopping there anymore.

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8:08 pm EDT

Stop & Shop Food delivery fail

I am disabled and have used stop and shop for grocery delivery for awhile now. This weekend I placed an order which never came. When I called customer service they claimed a knock was unanswered, so they took groceries back. My husband checked our security cameras ands no one had come. They lied... Why? I hope they will not charge me for an attempted delivery!

Desired outcome: Apology and no charge.

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3:19 pm EDT
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Stop & Shop Workers smoking in the front of the building

Stop and Shop workers at the North Adams, MA location all seem to be smokers and all seem to take their smoke breaks in the front of the store area in their uniforms! Completely unprofessional and not fair to the customers who can not be around smoke to have to walk through it to get into the building. The workers seem to be at both entrances and you can't get around it! Please have them stop at once! They should be out back or out of sight for their smoke breaks and not blowing their gross habits into peoples faces. Plus, there is an urgent care next door and these sick people have to walk through it as well! Just plain disgusting. Please make it so people want to walk up and shop. They seem so desperate too because they smoke in between the outdoor seasonal arrangements. Please speak to their manager and get them a proper place to have their habits and we don't have to share it with them.

Desired outcome: Get the employees an out of the way smoking area and implement it.

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Update by formersmoker2010
Jun 10, 2023 8:42 am EDT

Where is the manager at? Why is this continuing to happen? I had to go to the Urgent Care with my son and we had to go next door to pick up his prescription at the pharmacy and there were 3 workers that were smoking right next to the recycling bins and we had to walk through them to get into the store! Completely rude! Sick people should not have to deal with that and neither should the healthy ones just trying to get groceries! STOP THEM AT ONCE!

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6:23 pm EDT
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Stop & Shop Complaint

I have been shopping at this location for many years. The customer service has been deteriorating for the last few years I understand having been through Covid. This store only has self check out! It is unacceptable, I am or was a customer who spends on average 300 to 400 dollars weekly here. I do not work for Stop&Shop do not feel someone should be checking out a large quantity of grocerys in the self check out lane is good business practice.. One if my items didn't scan and the clerk came over couldn't get it to scan she then told me I couldn't purchase the item then I needed to go get another one. The staff are rude and of zero help. Now your charging for your bags NO one wants to after a long work day have to go to the go to grocery store and made to feel like I'm an employee of your establishment. Sadly I will no longer be a Patron of your Store. This stores location has been failing miserably for far too long. Take a page from Market Basket I'd rather pay for gas and drive 40 minutes out of my way for a cleaner store with baggers at every register and police friendly cashiers ready to help.

Sincerely

Susan Robertson

[protected]@gmail.com

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1:08 pm EDT
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Stop & Shop The management team - terrible!!!

Good Afternoon:

I have been a loyal Stop and Shop customer since the store was up the street, 25 - 30 years ago. I use to LOVE shopping there, but this store is going to heck!

You have a manager there, I believe his name is Roger? I have no idea how he got hired for this position, but he CAN NOT HANDLE IT! I was in the store 2 days in a row, Friday and today and there have been only 1 REGISTER OPEN! This is nuts! Friday afternoons people want to get in and out and start their weekends. Yesterday I was there around 3 - the line for one cashier had 8 people in it, he stood there and looked and did NOTHING! This is not acceptable customer service. He is hardly ever on the floor and if he is, he will not say hi or acknowledge a customer. That is lousy.

Your staff is great, I know many of them by name, Matthew in the florist is amazing, Juan the meat manager, Mike who works in Dairy, the two younger women in the bakery. I could go on and on , but I won't.

Yesterday I was so frustrated I left my cart and went across the street to Shoprite. My logic was if Roger doesn't care that I have to stand in line with 7 people in front of me, then he can put these groceries back! I may to to stop

Desired outcome: NEW MANAGER AND TRAIN THEM!!!!!!!!!!!!!!!!!!!!!!! Unless you want to loose more customers to Stoprite. We do have the new grocery store coming in, so it would behoove you to correct this problem sooner than later

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11:01 am EDT
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Stop & Shop Red bull

Was shopping at the store. The aisle for Red Bull was empty. There was a sign that said ask customer service. I did just that and they said it was sold out. Manager came and said it’s a high theft item so we don’t put a lot on the shelf. I asked him what about the paying customers. He didn’t have an answer. His name was Mehmet. This has to be solved or I will take my business else where. This is also the 4 time they didn’t have it on shelf and asked 4 times about the issue

Desired outcome: Redbull should be placed on the shelf

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11:01 am EDT
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Stop & Shop Weekly flyer vs printed receipt

You've cut back on the amount of paper used in your weekly flyer by shrinking the pictures and product descriptions, but you're not at all hesitant to waste a lot of paper on useless information on your mile long receipts! Please bring back the old flyer format. Apparently, this complaint is too short to attract any attention, so let me amend it to get your attention. The information in the flyer has been reduced to the point where it is much too small for us older shoppers to easily read. Instead of making it more difficult for us to read and therefore plan our shopping trip so that the experience is more enjoyable, why don't you reduce the amount of paper you use in your receipts. Aside from listing the items purchased, their prices and my GO points, the rest of the verbiage on there is superfluous. Get rid of all that extra crappola on the receipt, unless you're in competition with CVS to see who can print out the longest receipt with the fewest items purchased.

Desired outcome: Bring back the old flyer format so we can read it!!!

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Phone number

+1 (800) 767-7772

Website

stopandshop.com

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