Stop & Shop
Reviews and Complaints

This has been a constant issue I have been seeing with this brand and it is not with any one specific store but with the multiple across the region, the radio for the stores is terrible, not as in the audio quality nor the songs they play but the ads for the store and the jingle, it sounds small but it leaves a big impact on customers. The one thing I think most customers enjoy about the store brand is it's cleanliness and reliability, it leads to a comfortable feel where the price of the items seem justified, however the environment/design of the store seems to have far overstayed it's welcome, the gray monotone look makes any building seem far older and used, and the constant interruptions made by the radio make all the employees seem cold and distant, they work but they are far too frequent and uninviting with the monotone sound of what I believe is the jingle for the brand being far too loud and sudden, the multi-colored tone the store used to have made me feel like the store was filled with different items where as now, it suits better to a ware-house feel, not a grocery store to buy things to eat. The robot to seems to not be inviting to many customers, I'm sure it has it's use but I feel as though the atmosphere does not help it's presence.

Dear Sirs:

I was in the Shop and Stop located at132 Fulton Avenue, Hempstead, NY 11550 on today, January 30, 2024. I was headed to the seafood market to purchase salmon, crab legs and shrimp for a seafood boil. As a neared the seafood area, I noticed a worker who was in the frozen seafood area. He proceeded to open up bags of frozen shrimp and pour them into the area where the fresh seafood where the shrimp are maintained/ I was shocked at this practice. Those who shop for what they assume is fresh seafood are instead getting frozen items and are paying market prices. This practice is highly deceptive and is not in line with health and safety practices since there is a chance of cross contamination. In addition, the worker was not wearing gloves.

Needless to say, I will not be purchasing any seafood from that or any Shop and Stop and Shop location. I do not feel that this is an isolated incident and may be practiced in other Shop and Stops, as well.

I trust that you will address the issue.

Respectfully,

Sandra Senior

e-mail: [protected]@att.net

On december 30th you had advertized scallops for 16.99 or 12.99 a lb. In zip code 02134. I was informed by the asst. Mngr. That the allston store is not a full service store, and they do not carry that product. That would be false advertising I called this line on the 30th, and also contacted the parent co. I have not heard back from either of you. This solidifies my judgement that you do not care about your, shoppers. I have shopped at the same stop and shop for thirty years, last week was the first time I did my shopping at star market. You have lost aloyal customer who you just ignored, that shows the mind set of your' conglomeration.

Maybe this time someone may contact me, but I will not hold my breath it has already been 3 weeks. I will make sure that everyone I know hears this story and gets the facts on the not a full service store.

While shopping at location #813 on January 5, 2024, cashier Yolanda was being very unruly and racial profiling. When checking out my card would not register so I ask can she type the number in she said no she needed Tyler. While paging for Tyler she was informed by another worker he was on break she begun to catch an attitude. I then ask her why she can not just input the number manually she again got unruly and stated to walk towards customer service with my bags of crab legs not nothing else from the order which was a bag of ice and shrimp. I asked Yolanda can she just cancel the order to go elsewhere she stated she can not because she needs Tyler. I again asked her to call someone any one at this point she begin to say she don’t want to lose her job. I ask her who do she need and she answer me what rudely I walked to customer service while she started walking around while calling for Tyler with the carb legs in her hands walking towards the restroom area and all. The young lady at customer service told me I could check out there, I when to get my items and she said no then walked back to customer service with the crab legs in her and told the young lady no and that she need to come down there. Once the young got to the register Yolanda told her no and asked where was Tyler at she yet again informed he was on break. Yolanda was very rude to the young there to assist her and I with the situation. Afterward she begun to slam and throw the next customer items. I was able to speak to another person which I was informed he was a manger however I was told he did not speak good English. He was very kind and understood the problem and apologize on her behalf. The incident was caught on ct footage. The incident occurred around 6:15-6:30ish.

I was in stop and shop waiting to return an item. The customer service person was assisting a couple who were trying to wire money via Western Union. The process was complicated. And, when I first got to the counter the service person was chastising the couple because they did not remember their password for their credit card. (I do not even know any of the passwords for my credit cards!) The couple tried to call someone who knew the password and the woman at the counter canceled the transaction because "you can't be on your phone during a transfer." she rudely told them. They tried again, and this time the password was incorrect.

I have 2 issues -

one - the customer service agent was exceedingly rude to this couple about many things. They were trying their best to respond to her, but she was just rude. I realize the might have been frustrated with the process, but she did not need to be rude to these folks;

two - she continually told them they could not be on the phone during the transaction. My careful assessment of the signs around the counter showed no sign that indicated this. When I mentioned it to her she said it ws posted everywhere. It was not.

3 suggestions -

People who are going to work western union transactions should make sure the people transferring have everything they need before they begin. Additionally these customer service people would be aware that many of the people they interact with may not be English speakers.

Clearly post signs in multiple languages that tell people who are wiring money about the cell phone ban.

I have noticed a steady decline on customer service in this specific location. I have witnessed in the resent past several altercation between customers and staff.

In the last week Dec 13 to Dec 18 I was insulted three (3) times.

- I needed help to locate a product and was told by employee I couldn't ask her because she was new on the job.

-Same day, I tried to purchase a lottery ticket, the employee servicing the desk took a call (while I was standing there) then left not to returning.. (I did not get my ticket)

-Yesterday, Dec 18, I needed help with one of self service cashiers, after several minutes, lady angrily came to me and without any warning roughly touching all my groceries, by doing that she reap the paper bag (we pay for) told me she fixed the issue (!). I then asked to talk to a manager, she told me she was the manager. She also told me the supermarket was understaffed and that would justify her rudeness.

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.

I live in Whiting, NJ. I placed an order today for delivery between 5 and 6 pm. I tracked the order around 6:30pm. It said it had been delivered. I never received it. I called the store in Whiting and was told I had to contact Instacart. I spoke with someone named Porchea and I was told my order was on its way at 6:50pm. Should be about 10 minutes. I called back around 7:45pm and spoke with someone named Lavel. He informed me that my order was not delivered and I would receive a credit. He also told me to contact Stop and Shop and see if I could reorder tomorrow. At this point I'm not sure I want to deal with a third party! I'm a full time care giver for a family member so home delivery has been very important. This incident has created a lot of unnecessary angst for me. Now I have to contact me credit card company, not to mention figuring out how I will get groceries going forward. The best part of my home deliveries from your store was "your" delivery system. This partnership with instacart may work for you, but honestly this problem is a real dealbreaker for me.

Stop and Shop delivery service is terrible. I used to order weekly and every order was missing items. Customer care would refund me for those but what's the point of ordering when I would have to go out grocery shopping for the missing items. It’s like ordering shoes online but have to go out shopping for the laces.

Attention Stop and Shop: Pork loin is NOT a substitute for London broil!

Also, Delivery was ALWAYS late. 6 - 8 AM delivery window meant 10 AM. Food would sit in the hallway outside my door for hours.

Last delivery never arrived at all. 6 - 8 AM delivery. Called at 10 AM to ask when it would arrive. Called back at 3:40 PM to ask again and was told that it was delivered to the wrong address. Customer care placed a reorder for the next day. I was billed for both deliveries.

2 weeks and 5 phone calls to Stop and Shop customer 'care' and still have not been refunded for my missing delivery. Each time I call and explain the rep agrees I am due a refund but it never happens. Still have two charges on my credit card and have spent what amounts to hours of my time trying to solve this issue and past order issues. Insulting.