Stop & Shop review: Online order pickup

Hello,

My husband and I have been ordering pick up orders from our local Sandwich, MA store for quite some time and have placed thousands of dollars of orders from you. While the costumer service has never been stellar, we’ve rarely had issues.

Yesterday we had an order to pick up between 5pm and 6pm. My young son wasn’t feeling well so I called the store to see if we could up the order today instead, when I could have someone stay home with him. I spoke to a gentleman who said he wasn’t sure if that was possible but he’d check. He got back on the phone and said yes, that wasn’t an issue. I told him my name for the order and then he quickly hung up without giving me any further information (what time I could pick it up, etc.)

Today we went to the store at noon, and a young man answered the phone and rudely told my husband there was no order for us. We informed him of the situation and he said “well you didn’t talk to anyone from our department” and hung up the phone on my husband.

I went in to speak to someone, because honestly, the way he spoke to my husband was so disrespectful, rude, and uncalled for. I was told again that we were lying, that we never spoke to anyone.

I’m not mad that our order wasn’t ready, I’m really frustrated and disappointed in the way it was handled. It’s never okay to hang up on someone or call them a liar repeatedly. We were never offered a solution. Basic costumer service would just be to apologize for the miscommunication and work with us to fix it. But instead they were verbally aggressive and rude to us.

I work in a neuro surgical ICU where costumers and patients are often angry or upset, and dealing with the public is just part of the job. My husband and I couldn’t have been more sympathetic and understanding, but the lever of disrespect from your employees towards us was outstanding and uncalled for.

We’ll be taking our orders elsewhere going forward, and spreading the word of how we were treated. I hope your employees can be more emphatic towards the next costumers.