Stop & Shop Customer Service Issues

I would like to share my positive experience with the Pharmacy Team at the East Setauket store. I have received great service during my visits for vaccinations. Today, I had a disappointing experience at a different pharmacy where I was told to come back later due to a frozen vaccine. Luckily, I found out that the East Setauket Stop and Shop had Moderna boosters available. Even though scheduling was a week out, the staff, including Suzzanne Villate, Lorainne Lambert, and Jessica Latopolosky, went above and beyond to help me on the spot, understanding my work situation. They provided exceptional customer service and solved my problem efficiently. I am grateful for their assistance in getting my booster shot. Thank you for having such wonderful employees like them. - Thomas Capodanno

On or around October 28th, I placed an online order for delivery to my friend in Brooklyn. I had the option to modify items, but a technical issue led to two deliveries costing $89 and $87 being sent instead. When I contacted Customer Service, Maria assured me one order would be refunded since errors happen, and the items couldn't be returned. After speaking with a male representative, I was advised to wait until Wednesday for the refund to process due to the weekend transaction. Today, however, Danielle mentioned something different. Kindly address this mix-up promptly, as it seems there is confusion that needs to be resolved.

Regarding the Kingsland Avenue Clifton NJ pharmacy branch: I have been a customer for years and always had a great experience with Raj, who was an excellent pharmacist. However, there is now a new pharmacist who always needs to order products that should be in stock for repeat prescriptions every 90 days. This pharmacist rarely looks up to assist customers waiting at the counter, causing long wait times even when the pharmacy is not busy. Recently, I encountered an issue where an Rx was not ready due to an alleged lack of refills, despite the prescription indicating otherwise. This situation is unacceptable, and I believe there are significant issues with the current service. If mistakes like these are made, the pharmacy should consider offering delivery services to compensate for inconveniences caused to customers who visit the store only to find their prescriptions are not ready. Overall, I am disappointed with the declining service quality at this branch.

I purchased a 12-pack of lovely cupcakes, and unfortunately, my son grabbed one and ate the top, unknowingly choking on it as there was a ring on the cupcake. It was a scary moment, but luckily, I was there to help. I noticed there was no hazard warning label on the package. Please consider adding warning labels about small ornaments on your products to prevent choking hazards for children. I'm disappointed by this safety oversight. Nancy P. Email: [redacted]

Subject: Order Confirmation and Delivery Concern I was expecting a delivery between 6 and 7 pm today, Dec. 2nd. However, at 7:42 pm, I received a message stating that the order had been delivered, but it was not at my door. I contacted customer service, and was informed that the driver tried to call to confirm I was home, but my order was canceled due to no response. This is untrue; I was home, as was my husband, and we received no call. In my experience with S & S over the last 2 years, I have never had to confirm my presence for a delivery. Typically, the driver would leave the bags at the door without a call or doorbell. I also want to address another issue: recently, for about 3 to 4 months, loose fruits and produce have been placed directly in the delivery bags instead of using separate produce bags. The delivery bags are not food-grade, and this mixing of different items is inconvenient and unhygienic. Thank you for addressing these concerns. Best, Jette M.

I am seeking to submit two complaints against Stop and Shop regarding my experience on Sunday, December 5th when I tried to purchase a bag of Fantini Onion Rolls. I visited three different Stop and Shop locations and only the Stoneham store had the item. Additionally, at the self-serve check out at the Stoneham store, there was already an item on the screen from a previous customer. Despite notifying the staff, there were delays and confusion regarding voiding the item. The situation was exacerbated by the attitude and unprofessional behavior of the staff members, particularly Delish, who handled the issue disrespectfully. I was left feeling frustrated and dissatisfied with the service. I request a conversation with upper management or a Senior Vice-President at Stop and Shop to address this incident and the treatment I received. Please contact me at [redacted]. Thank you for your attention to this matter. Ken Kotelly

I am the owner of a bakery in Cromwell, CT. In the past four months, I have bought pepperoni from the deli sections of your Cromwell, Newington, and Berlin stores in 4 to 5-pound quantities for my pepperoni bread. Unfortunately, on three occasions, I discovered that the plastic wrapping was left on the meat after baking, which poses a serious choking hazard. Just two weeks ago, it occurred for the fourth time, but this time I noticed it before preparing the bread and removed the plastic myself. I have a picture available if you require it. After this reoccurrence at three different locations, I am hesitant to purchase deli meat from your stores in the future.

I am reaching out to address a concerning issue with the milk I have purchased from the Stop & Shop store located at [redacted] W. Boylston Street in Worcester, Massachusetts. For the past six months, I have been consistently finding that the milk goes bad well before the expiration date, forcing me to dispose of an entire gallon every two to three weeks. This problem has occurred regardless of whether I have purchased Stop & Shop milk, Garelick, or Hood brands. While I greatly prefer shopping at your store, this recurring issue is becoming frustrating. I am unsure if the milk is not being refrigerated promptly or if there is another issue at play. I kindly request that you investigate this matter and find a resolution to prevent further waste and inconvenience.

I would like to address an issue with a store employee named Rob at Stop & Shop on Villa Avenue in Fairfield, CT. I am a regular shopper there and have never had any problems with other associates except for him. Today, I had an unpleasant experience with him - he was unnecessarily rude from the beginning. Whenever I have needed help, I avoid asking him because of his hostility. He listens to music loudly while working, which I don't mind, but some songs contain racial slurs which I find inappropriate considering he is a white man. Tonight when I was leaving, Rob directed me to another exit even though my car was conveniently parked nearby, and he responded rudely when I asked him to unlock the door. His hostile attitude and behavior made me feel disrespected and uncomfortable. I believe he should apologize for his unprofessionalism. I asked for his name to file a formal complaint about the incident.

I have experienced issues with the dairy products at my local Stop & Shop in Stoneham. Milk and creamers are frequently out of stock or have short sell by dates, causing them to spoil before the expiration date. Recently, I purchased half and half that was already spoiled before the sell by date. The store often has empty shelves and higher prices compared to other nearby stores like Market Basket. Additionally, there are usually long lines at the checkout with only one register open most of the time. The absence of a designated express lane adds to the waiting time, making quick stops inconvenient. The presence of a robot in the store can also be bothersome, as it tends to obstruct aisles. Despite some friendly clerks, there have been instances of rudeness at the checkouts. I tried to leave feedback on the Stop & Shop website but was unable to do so without a receipt. This experience, along with the lack of a direct email address for the company, has left me frustrated.

I kindly urge you to consider discontinuing the use of digital coupons for those of us, like myself, who do not have access to a computer or smartphone at home. This practice is challenging for individuals who cannot afford these devices, especially seniors like myself, aged 67, and my mother-in-law, aged 88. Many elderly individuals, including us, face difficulty in utilizing digital coupons. As I express my concerns during my work break, I sincerely hope to raise awareness about the challenges faced by those who are not able to utilize digital coupons easily.

I believe that insisting on a digital coupon for a discount may disadvantage older citizens who are not proficient in using technology. It would be helpful to have a solution where the cashier can manually apply the discount in these cases. Although I can currently visit the service desk to receive the discount, it would be more efficient if cashiers could easily apply it without delay. This way, it could prevent inconveniencing other customers waiting in line. Thank you.

The recent order was disappointing, especially the bag of Mandarin oranges and pears which arrived bruised. Requesting a refund of $2.99 for the Mandarin oranges and roughly $3.00 for the pears. Attempted to contact Customer Service but waited over half an hour. Unable to wait due to caring for my father. Unsatisfied with substitutions made and noticed a missing item on the bill. Please email me at [redacted] for resolution and I can provide photos. Thank you, Christina N. p.s. Faced challenges setting up my S&S account, spent over 2 hours on the phone with CS and never received a call back. Kindly contact me at [redacted] at your convenience.

I reside in North Canaan, CT [redacted]. Our local store is in poor condition. The shelves are empty, the electric carts are not maintained, the steam table is dirty, and numerous items are unavailable. The staff are kind and try their best despite the challenges. I was informed that this store is used for training new managers, but that is no excuse. The community deserves better. As a person with disabilities, I rely on electric carts for shopping, and the store only has two, one with speed issues and the other was out of service for over a month last year. When I mentioned that another store had more carts, the manager responded rudely. It is crucial that the management pays attention to these issues. Many residents avoid shopping there due to the poor conditions. The other S&S stores in the area are well-maintained and well-stocked.

During a recent visit to stop n shop, I encountered an issue with my savings card and receipt. A staff member initially informed me none of my purchased items were on sale and denied a refund. Fortunately, I approached Rafael, a remarkable customer service representative, who efficiently identified the error on my receipt and promptly arranged a $20 refund. Rafael's exceptional customer service skills, attentiveness, and professionalism make him stand out among the staff. In contrast, I noticed some female employees at the store may benefit from additional training in customer service. Rafael's outstanding performance deserves recognition, and he truly exemplifies excellence in customer service.

I am concerned about the product availability in your stores, specifically the South Dennis location. While I understand the supply chain challenges related to Covid-19, it seems like your competitors, Shaws and Market Basket, aren't experiencing the same issues. When I walk through your store, I notice many empty shelves and the removal of several store brands without replacements. Products like Ricotta Cheese, Egg Whites, Syrup, Duncan Hines items, certain Soups, Bananas, and various Paper Products have been consistently unavailable. On a recent visit to Shaws in Orleans, shelves were almost fully stocked except for a small section in the beverage aisle. I'm curious if Stop and Shop plans to reintroduce the recently eliminated store brands and rectify the supply chain problems.

I recently visited your newly reopened North Haven, CT store and was extremely disappointed. Despite the hype, the shelves were nearly empty. I understand the challenges of the pandemic and shipping delays, but the lack of products was unacceptable. The staff seemed unprepared, as the Deli employee couldn't even assist me in locating pepperoni. Additionally, the prices were exorbitant, with pepperoni selling for $7.50 a stick. The absence of basic items like cream was bewildering. Overall, the experience was quite off-putting, and I doubt I'll be returning to shop at your store.

Is this a legitimate promotion from Stop and Shop? Here is the email I received: Dear William, Congratulations! Your entry in the “Stop & Shop® In-store Customer Satisfaction Survey” Sweepstakes has been selected as a Prize Winner. You have won a $[redacted] gift card to Stop & Shop pending verification of the required paperwork provided. Please refer to the attached Official Rules for prize details. To claim your prize, please review the Official Rules, complete, and return the following: - Affidavit of Eligibility: Signed by you Please make sure to send back the required items by February 2, [redacted], through either email (scan and send to [redacted]) or fax at [redacted]. For any inquiries, contact me at the email provided or [redacted]. Once your documents are verified, we will begin processing your prize, which will be shipped via USPS Priority Mail with Signature required in about 6 weeks. Thank you and congratulations from The Stop & Shop Supermarket Company LLC. Sincerely, Teri Pierce, Independent Administrator

To the concerned parties, I am seeking clarification on the return policy regarding 5-gallon water bottles at your Shirley, NY store. During a recent visit, a store manager informed me that I could only exchange the bottles for tickets to acquire new ones without additional deposits. I mentioned I had multiple bottles at home that were not returned due to my routine and inquired about getting my $5 deposit back. The manager insisted on only offering tickets, which left me taken aback. When I questioned what to do with the bottles without a water cooler, the manager abruptly mentioned a refund option and walked away. This experience has left me questioning the integrity of your store's practices. Despite having a positive relationship with most of your staff, this incident has prompted me to consider shopping elsewhere. Respectfully, K. Silver

I recently purchased a bag of Stop and Shop extra large raw shrimp to make baked stuffed shrimp for guests. However, upon thawing them, I found that the size varied greatly from what was advertised on the package (26-30 shrimp per pound). Instead of larger shrimp, I received 50 pieces of smaller shrimp in the 2-pound bag. This inconsistency will lead to uneven cooking and does not align with my original cooking plans. I believe a thorough check is necessary to ensure accurate labeling and pricing to avoid customer dissatisfaction. I have taken photos of the size differences and the bag with the lot number. I am requesting a refund for the shrimp and urge for better quality control on Stop and Shop products. This experience leaves customers feeling misled and undervalued.