Stop & Shop Customer Service Issues

I have a few complaints. My mother does not own or want a computer and uses a tracfone. She wants to use her points towards her food purchases, but she was told she needs to do it online before checking out to receive the discounts. Can you explain why the points or money cannot be deducted at the register after her order is complete? I discovered the Belgian Chocolate frosting cake I always purchase is no longer available, as the company discontinued it. I am disappointed as it was my favorite cake. The other chocolate cakes do not taste the same to me. The Belgian Chocolate cake was special as it was genuinely chocolate. How can I explain to my mother that she cannot redeem her points or discounts at checkout? Regards, W. H.

Hello, I am Cynthia Griffin, representing Martin Luther King, Jr. Charter School of Excellence, a K-5 charter school in Springfield, MA. Our focus is on educating and fostering strong character in the community's students, aiming to develop future leaders, educators, and productive citizens. Currently, at MLKCS, we are implementing programs to encourage students to read more and excel in Math, English Language Arts, and Science, especially during remote learning. These programs involve incentives to motivate and excite students. To achieve our goals, we rely on the generous support of individuals and businesses in the community like yours. Any donations of goods that can be used as incentives or rewards for students meeting their educational targets would be greatly appreciated. Your contribution is vital for keeping students engaged, and we are happy to provide updates on our progress. If you can support our endeavors, please reach out to me at [redacted] or [redacted]. Thank you for considering our request; we look forward to hearing from you. Warm regards, Cynthia Griffin Family & Community Access and Engagement Coordinator

Today, on October 30th, like every Friday, my spouse and I visited the Stop & Shop at [redacted] Connecticut Ave, Norwalk, CT [redacted]. At 6:10 am, we witnessed an employee exiting the warehouse without wearing a mask. As elderly individuals, with me being a survivor of Covid-19, we arrive early to minimize contact. Despite our attempts to get the attention of the worker, a Black man who seemed to be of Haitian descent, he ignored us and even laughed off our concerns. We reported the incident to the cashier, Rosa, and tried to locate the supervisor, who was not present. It's disheartening that due to the store's failure to enforce regulations, we may have to discontinue our visits. Workers like the one we encountered pose a risk to older customers, who are among the most vulnerable. I have attempted to contact the supervisor, Elsie Vilanova, at the provided phone number [redacted] numerous times, but the line is consistently busy. It's possible the store surveillance footage captures the incident. I urge management to address this issue promptly.

I am a regular shopper at the Stoughton MA store each week. Today, November 9, [redacted], I was interested in purchasing Arm and Hammer laundry detergent on a buy one, get one free offer. Unfortunately, there was no price displayed on the end cap or the product itself. The price checkers in two adjacent aisles were also out of order. I considered putting the items in my cart and checking the price at checkout but decided against it. It is frustrating that this issue with the price checkers is a recurring problem. I hope the store can address and resolve this quickly as it has caused me enough inconvenience. I hope that they can avoid the fate of the Brockton MA store by ensuring the availability of advertised items and maintaining functional equipment. Today I only spent $7 instead of my usual $[redacted] weekly shopping, and if this continues, I may have to take my business elsewhere.

I had a negative encounter with Corey, a cashier at store #[redacted], located at 34 West Railroad Avenue, Tenafly, New Jersey, around November 1, [redacted]. I sought assistance from Corey with circular and digital coupons, but he was impolite, appeared unaware of my request, and treated me disrespectfully. Corey's behavior, like implying I was ignorant and questioning my ability to recall my telephone number, was unacceptable. Another employee, surprised by the situation, stepped in to help and divert attention from Corey's discriminatory remarks. I promptly requested to speak with the manager, Mr. Coppola. After explaining the situation, Mr. Coppola provided me with the discounts I was entitled to. Corey's conduct was inappropriate, especially for someone in a customer-facing role at Stop and Shop.

I have been attempting for three hours, from 8:30 AM to 11:30 AM on 14 November, to add the free Planet Oat Oatmilk coupon to my Stop and Shop account, encountering issues due to the computer program. Despite my efforts, I have been unable to successfully clip the coupon. I kindly request that you promptly address this matter as I had hoped to visit the store either today or tomorrow. The prolonged inconvenience and frustration experienced in this situation is disheartening. I acknowledge that these technical difficulties are unintentional, but they have an impact on customer satisfaction. I urge you to improve the website to prevent such occurrences, especially since the new points program does not cater to my needs as a senior citizen living alone. I appreciate your attention to this issue and any assistance you can provide.

I had a similar issue three weeks ago at the store on Merrick Rd in Seaford, NY. The signs clearly stated that Thomas English Muffins were buy 1, get 2 free, including the whole wheat variety. I purchased three thinking they would be free, but on checking my receipt, I saw I was charged $4.49 each, three times. This happened before, and I had to return to the store to resolve it. Today, I had to wait until 8 am for customer service to open, which is inconvenient. I suggest having a manager available at all times. Last time, I had to return in advance to speak to someone and received a refund. I am disappointed to have to go back twice, and I rarely ask for refunds, but the situation warrants attention from your office. It is frustrating to have to return due to errors that are not my fault.

While shopping at the Amboy store in Eltingville, Staten Island, I, Sherif Ibrahim, encountered a cashier who was incredibly rude to me. This interaction left me feeling very sad, and I am unsure if her behavior was due to racism. Her demeanor and tone were unacceptable, and it has made me reluctant to return to this store. I have even advised my family members to avoid that location out of fear that they may also face similar mistreatment.

Dear Customer Service Officer, I placed an online order with Stop and Shop today, 26/12/[redacted], around 5 pm (Order Number: m[redacted]22). I encountered two issues with the items I received from Peapod: 1) Nature's Promise Organic Apples Gala: Qty: 1 @ $4.99. Most of the apples were rotted, and this item is neither Nature's Promise nor Organic. 2) Australian Lamb Stew Meat Bone-In All Natural Fresh: Qty: 1 @ $13.98. This item is not Australian lamb, and despite my request not to substitute items, I received a different product. I kindly request a refund for these two items to be processed promptly. Thank you, Zoe Yousefi

Today, I visited my usual store, Store37, at 1:00 pm. As a loyal customer for 15 years, I encountered a distressing situation in the dairy section. While searching for yogurts, I approached an employee whom I thought was named Coral in the meat department. Despite my polite inquiry, Coral ignored me and walked away. I tried to get his attention again, but he responded rudely, making me feel discriminated against. Thankfully, another worker intervened and assisted me. However, Coral's behavior of mocking me in the back left me feeling upset and unwelcome. Despite my reluctance to complain, I left the store without making a purchase due to the unpleasant experience. If you need further details, you can reach me at [redacted]. Thank you.

I bought five Bolthouse Farms Energy shots on January 16, [redacted], for $12. However, when I tried to drink one two days later, I discovered they had expired on December 31, [redacted]. I contacted customer service, but the representative was rude and demanded I provide a receipt. Since I no longer had it, she dismissively said nothing could be done. I mentioned paying with a credit card, hoping they could look up the purchase that way, but she hastily directed me to call on Friday and speak with Chris, the manager. I am disappointed by the lack of customer service, especially considering the prices at your store. Selling expired products raises concerns about store cleanliness. This experience was unpleasant, especially with the current challenges where revisiting the grocery store multiple times is inconvenient.

I am a regular shopper at the Hyde Park S&S (#[redacted]) store, visiting weekly. I typically have positive interactions with the employees; however, my recent experience was disheartening. During checkout, the cashier, a respectful young woman of color, was berated by a manager for taking her well-deserved break. The manager's tone and behavior were completely inappropriate, and it was uncomfortable to witness. This type of treatment should not be tolerated, especially in front of customers. I am disappointed by the lack of respect shown to the cashier and believe that sensitivity or race relation training may be necessary in this situation. My visit was on 1/22/21 at 1:54, and I have already filled out a survey to express my concerns. I hope this matter is addressed promptly.

Yesterday morning, I contacted my local S&S store inquiring about beef short ribs, receiving the usual response to check back on Wednesday. I decided to try Shaws, which was nearby and discovered they not only had the ribs but they were on sale. I was impressed by the fresh and appealing produce, floral, and bakery sections while shopping at Shaws. The cashier was friendly and engaging, in contrast to recent experiences at S&S where there was little interaction. Unfortunately, when I returned to S&S to complete my shopping, I encountered disappointment. The romaine lettuce looked wilted, the seafood department was nearly empty, and Rais Marinara was out of stock for the fourth week. The crowded aisles and lack of certain products like Sheba cat food and Clump n Seal litter left me questioning the store's management. As a seasoned retail worker, I wonder why S&S isn't addressing these issues promptly like other stores, such as Shaws.

I want to express my appreciation for the excellent service provided by the employees at the Stop and Shop store in Cromwell (CT). As a loyal customer for over three decades, I must address a notable issue involving inaccurate shelf pricing. There seems to be a recurring problem with misleading, non-existent, or displaced price tags, leading to discrepancies between the shelf prices and the items' actual cost upon checkout. An instance that stands out is the lack of price listings for paper products like paper towels and toilet paper. While I understand the challenges posed by the pandemic, the consistent occurrence of missing or incorrect prices is frustrating. I believe addressing this issue promptly would not only benefit me but also other shoppers. Thank you for your attention to this matter. Sincerely, J. DiCostanzo.

Hello, I am reaching out to express my disappointment regarding my recent experience at your Whitman, Massachusetts store. I was disheartened to find that the majority of the organic produce was wrapped in plastic, especially since I make an effort to avoid plastic and bring my own bags. It seems counterintuitive for environmentally conscious individuals who often purchase organic produce, like myself, to encounter unnecessary plastic packaging. I urge you to reconsider this practice, particularly because conventional produce is not wrapped in plastic. Unless changes are made, I am considering shopping elsewhere in the future. Sincerely, Michelle

**Rewritten Post:** I have been a loyal customer of your Oyster Bay, NY, store for many years, and it's the only supermarket I've shopped at since the shutdown. I shop weekly around 6:30 am and have recently encountered some issues. Here is a list of the problems I've faced along with the corresponding charges: - Light sour cream from Stop and Shop for $1.79 - Goya red lentils - Bought one but charged for two at $1.69 each - Pepperidge Farm raisin bread - Supposed to be two for $5.00 but charged $3.99 each, totaling $7.98 due to an overcharge - Cantaloupe two for $5.00 with a $1.00 digital coupon, which didn't reflect on the receipt - Romaine lettuce hearts turned bad within two days after purchasing, costing $6.98 in total Previously, I raised an issue about red peppers being charged differently, and though I was promised a store contact, I never heard back. I am requesting a refund of $17.42, either as a check or store credit, as the Customer Service counter isn't open during my shopping time. I believe in your commitment to customer care, and I hope actions back up your words. Thank you, M. F. Boorstein

I am confused about the weekly $10 coupon offer from Stop and Shop in Branford, CT. I wish to know if the items advertised are actually available in the store before receiving the coupon. Stop and Shop should have a record of my weekly, monthly, and yearly expenses. Today, I will visit Big Y for items not found at Stop and Shop. I am puzzled as to why another grocery store can manage their shelves better. The service provided by the store staff is what keeps me coming back. A suggestion is to have employees inquire about customers' needs or distribute feedback forms for a week. I refrained from filling out the survey as it was not on a Stop and Shop website. I believe I should receive a $10 coupon via email. Thank you, N. Miles

I have been a long-time customer at various Stop and Shop locations over the years, spending a substantial amount for our monastery's groceries. Despite generally positive experiences, a recent incident at the North White Plains, NY store left me disappointed. While using the scan it device, I was informed I was being audited, leading the cashier to handle every item in my bags with bare hands during a pandemic. This occurred on a small purchase totaling around $60, contrasting with my usual use of the device for larger transactions without issue. Feeling frustrated by this policy, I left the store without my groceries. The lack of gloves and the unnecessary audit have deterred me from returning to Stop and Shop. Trust is crucial in customer relationships, and I hope they reconsider their approach or invest in additional staff if audits are necessary. As a result, I will be exploring other shopping options moving forward.

As a senior and loyal customer of your Massapequa store, I have noticed a recurring issue with long lines and a shortage of cashiers, especially around 1:00 PM on Wednesdays. This situation is particularly unfair to seniors and families trying to shop. The lack of sufficient staff is becoming a deterrent for me, and I am considering taking my business elsewhere. Today, the excessive wait time due to just 2 working cashiers led me to shop at the Italian deli instead, despite its higher prices. I hope that my feedback is not the only one being heard, and that management will take steps to address this ongoing problem.

I purchased a bag of Foxy romaine lettuce at the Simsbury, CT store. Unfortunately, the lettuce heads were damaged and orange when I opened the bag, as if it had been mishandled. Last week, I had a similar experience with a mini watermelon from the Granby, CT store that was rotten inside. I am worried that the produce is not being refrigerated and handled properly. While I enjoy other products and Savory magazine, I have had ongoing issues with the produce quality. Despite finding Big Y pricey, I cannot afford to keep throwing away spoiled items. I have a photo of the lettuce and suspect other packages may be in similar condition.