Stop & Shop Customer Service Issues

Subject: Inventory Issues at Stop and Shop in Sparta, NJ Good evening, I wanted to bring to your attention my recent experience at the Sparta, NJ Stop and Shop location. Despite being a long-time customer, I have noticed ongoing inventory issues at the store for several months now. In the past, I have observed a lack of various products ranging from pet food to essential items like your gallon water and frozen foods. This has become a recurring problem and is quite frustrating. I tried contacting customer service via the [redacted] number, but after waiting for over 20 minutes and being disconnected, I was left dissatisfied. I have been patient during the pandemic when products were scarce, but the consistent lack of inventory is concerning. The dedicated employees are the only reason I have not taken my business elsewhere. I would appreciate it if you could address this ongoing issue and provide me with your plan of action to improve the inventory situation at the Sparta store. Thank you, Linda S.

Subject: Concerns Regarding Company Policy and Store Conditions Dear District Manager, I have been a dedicated employee at S&S in Brookline for over two years and have a wealth of experience in retail spanning three decades. One consistent frustration has been the annual reduction in hours, which impacts staff morale and customer service. While I understand the need for cost-cutting measures, the recent emphasis on paperwork and menial tasks at the expense of customer service is disheartening. The focus on superfluous areas like baseboard cleaning and ineffective upgrades like self-checkout machines has only added to the inefficiency. The outdated registers, broken equipment, and inefficient bag carousels further hinder our ability to serve customers effectively. The lack of attention to essential customer service elements is concerning and seems to prioritize corporate metrics over customer satisfaction. As we navigate challenging times, shouldn't customer retention and service excellence be paramount? I urge you to reconsider current priorities and focus on improving the customer experience rather than paperwork and audits. Sincerely, A Concerned Employee

I recently purchased groceries from Stop & Shop in East Longmeadow, MA. I have used their delivery service for over a decade and have always been satisfied. However, this time I had a negative experience with the deli American cheese I bought. The quality was poor, and it had a stale and unpleasant taste. I spent approximately $24 on 4 half pounds of cheese. Due to a recent fall that left me with severe physical pain, I would appreciate it if my checking account ending in [redacted] could be reimbursed for the total amount charged for the cheese. Thank you. ~ Monique O.

As a single mom of six working late hours, I frequently visit your Bronx, NY store and faced a frustrating experience last night at 9pm. The store was closing soon, so I was directed to self-checkout where employees like Audrey seemed hesitant to help struggling customers. Despite needing Wic for the baby formula, I had to pay with cash to ensure my baby had milk, which was unprofessional. When I inquired about using the store card, I was met with resistance. Other customers also voiced complaints about the service. It might be more considerate if the store stays open till 10 pm or allows purchases at least till 9:45 pm instead of closing all checkout lanes and redirecting everyone to self-checkout by 9:15 pm.

I called this afternoon and am now following up in writing regarding the American Legion Highway location in Roslindale, MA. I have been a resident of American Legion Highway for over 20 years and have shopped at this location since it was not so great. Today, my experience was quite disappointing. I was shopping with a friend when a manager I didn't recognize, along with two police officers, approached me. They mistakenly accused my friend of stealing, but after clarifying that I only arrived with one woman and even showed them the contents of my purse, they realized their error. I felt embarrassed and upset by this unjust situation in my own neighborhood. I plan to consult with an attorney about how I was treated. This was a new and distressing experience for me. Best, M.M. [redacted] American Legion Hwy Roslindale, MA. [redacted]

Store #[redacted] must address the ongoing issues in their deli department as it has been consistently disappointing for years. Today's experience was another example of this poor service. The staff showing rudeness, frequent failures to fulfill orders placed ahead, and unprepared kiosk orders are not acceptable. Upon placing a kiosk order at 11:50am after shopping, the order was still not ready after a significant wait. Despite explaining the situation to the staff, the order was not found. Unfortunately, leaving without the order was the only option at that time. Upon returning home, receiving a text nearly an hour later about the order's readiness was frustrating. The purpose of using the kiosk is to save time, but the inefficiency experienced defeats this purpose entirely.

I am experiencing difficulties with the Stop and Shop app on my phone while trying to access digital coupons. Today, I attempted to retrieve the advertised Coke deal of 5 bottles for $5 from the weekly flyer, but it was nowhere to be found on the site. Despite contacting customer service, they were unable to locate the coupon as well. This is a recurring issue, making the digital coupon system inconvenient and burdensome for customers. Instead of enjoying in-store sale items, we are forced to navigate through the app on our phones to search, download, and hope to find the coupons. The representative mentioned that many customers have similar complaints. I wonder why Stop and Shop complicates the shopping experience for its customers, making me consider switching to a different supermarket.

I have been a loyal customer of S/S in Shelton, CT since the 1980s. Over the years, I've had family members working there. However, recently I've noticed a decline in service which has led me to explore shopping at ShopRite and Big Y instead. The introduction of digital technology has been problematic for me as it often fails to apply the correct prices, resulting in me having to visit the service desk for corrections. Even when using a cashier instead of self-checkout, I still encounter the same issues. Despite the service desk being helpful, the ongoing digital problems have been frustrating. I've noticed that many people in my community are also choosing to shop elsewhere due to the higher prices and persistent digital issues at S/S.

I misplaced my hard drive and encountered difficulty with my username and password, although I believe they are accurate. When attempting to log in, I receive an error message stating it cannot sign me in and provides a customer service number. However, when I called, the options only pertain to pickup orders or returns, despite multiple attempts. I am eager to have my Stop and Shop account operational to load coupons onto my card and manage my rewards. I tried to create a new account but was unsuccessful since my card is still linked to my former olengrumpy@aol account.

I have been a loyal customer at your Southampton, NY store for a few years now, as I work in the area. Both my mother and mother-in-law also shop there. Recently, I have noticed a change in the staff at the registers, specifically a heavyset young man with a ponytail named Walter. Unfortunately, I have witnessed him being belligerent towards customers and his co-workers on multiple occasions. My husband, who used to work in corporate security, has pointed out that the register girls seem nervous when interacting with him. It is concerning to me as he had similar issues at King Kullen in Hampton Bays which led to his dismissal after an altercation with a customer. I now feel uncomfortable checking out when he is working. My husband now accompanies me on shopping trips due to this discomfort. I prefer to remain anonymous but felt the need to bring this to your attention given recent events in the news.

Yesterday evening, on 6/21/22 at 7:20pm, I visited the Ave Y store in Brooklyn, NY to have a lobster steamed. I encountered Sadie, a seafood associate, who informed me somewhat abruptly, almost rudely, that the department was closed. Although the official closing time is 8pm, she had already started cleaning. I understand the need for preparation, however, starting cleaning 40 minutes early seems excessive, especially since steaming a lobster only takes about 15-20 minutes. I was disappointed by the lack of service and attitude displayed, as there was no greeting or apology, only a brief statement that she was closed when I approached the counter. Previously, I had a similar issue with Sadie when she refused to weigh fish close to closing time, but the seafood manager was able to assist then. Unfortunately, this time I had to leave and plan to return another day. Despite this experience, I find that most of the associates at Ave Y store are typically courteous and helpful.

The electronic coupons feature at Stop and Shop is causing frustration for many customers, particularly for those who are elderly or have limited experience with digital technology. The current system of clipping coupons online can be confusing and time-consuming, leading to some customers missing out on savings. A simpler approach, like the one offered by CVS, where discounts are automatically applied to the customer's card each week, would be more user-friendly and inclusive. By streamlining the process and eliminating unnecessary steps, more customers could benefit from the savings without feeling overwhelmed. Additionally, even Stop and Shop employees find the current system challenging and time-consuming to assist customers with. Consider implementing a "Send to Card" option to make it easier for everyone to access discounts without any unnecessary hassle.

Good Morning, I wish to report an anonymous complaint I overheard at the Stop and Shop located at [redacted] Atlantic Ave, Baldwin NY [redacted]. While shopping, I overheard a manager named Melanie, as identified by an employee, making inappropriate, disrespectful, and offensive comments to an employee, stating, "I want to smack your ass." The employee in question was easily identifiable as a Stop and Shop worker by her uniform and my previous interactions with her in the bakery department. Such behavior constitutes sexual harassment, and I am concerned about the management culture at this store. The actions of this manager, Melanie, are incredibly disrespectful and unacceptable.

I went to the supermarket 6 weeks ago to order a cake for my twins' birthday, scheduled for today. The bakery staff member was rude to me then, but today when I went to pick up the order, it was wrong. When I asked for it to be fixed, the lady was verbally abusive. I felt mistreated and eventually broke down in tears after speaking to the store manager, Nick, who didn't take significant action. I believe this employee's behavior is unacceptable, and others have reportedly experienced the same treatment. I request immediate contact regarding this matter.

As a wheelchair user with limited mobility, I rely on electric carts while shopping. Unfortunately, my recent experience at Stop & Shop left me feeling disappointed. Despite having brought my cane, I hoped to use their electric cart only to find it wasn't functioning properly. With only two working electric carts in a store frequented by many elderly and disabled customers, the supply falls short of the demand. I suggest having at least one non-motorized wheelchair cart as an alternative. The lack of a functional electric cart forced me to sit on the floor halfway through my shopping, resulting in an embarrassing situation.

During my visit to Stop n Shop in Clinton, CT, I had a terrible fall due to excessive water on the floor. I tried to get up but fell again, resulting in injuries to my calf, head, wrist, and leg. I reported the incident to a supervisor who took my information but the response lacked empathy. It was mentioned that they had issues with the coolers causing water accumulation. Despite my visible distress, I felt that proper precautions were not taken to prevent further accidents. Upon returning home, I tended to my injuries myself with ice and pain relievers. The lack of medical assistance or genuine care left me feeling upset and unvalued as a customer. It was a disappointing experience. - Denise V., 4 Beechwood Rd, Killingworth, CT [redacted].

The customer service at the Farmingville location was terrible. I visited today and experienced a lack of courtesy. A manager walked in front of me without acknowledging me, and the staff seemed more interested in texting than helping. I felt very uncomfortable in the supermarket. I usually shop at ShopRite but made the extra effort to come to Stop & Shop. Unfortunately, I no longer feel valued as a customer at your store. I attempted to call but encountered issues with your new system, so please reach out via email for further discussion. Thank you, Elizabeth anselmo.

I had a disappointing experience at the Stop n Shop on [redacted] Rte 25A in Setauket. Today at 3 p.m., the young male at the customer service counter completely ignored me when it was my turn in line. Even when I asked why, he didn't respond. Another customer in line also noticed this lack of service. The woman behind the counter then tried to justify it by saying they were busy, but that doesn't excuse being rude. As a long-time resident and shopper in Setauket, I believe a basic class in customer service etiquette would greatly benefit the staff. Being respectful and mindful of tone is essential in customer service, regardless of how busy it is. I hope this feedback reaches Stop n Shop for improvement.

I am writing to share a concerning experience I had at the Stop & Shop on North Main Street in East Longmeadow, Massachusetts. I am a handicapped individual who struggles with walking. During my recent visit to the pharmacy, I left my bag in the car and realized my prescription had not been filled after waiting for three days. I had to carry out four bottles of water in one of the store's plastic buckets as I had forgotten my bag. Upon leaving the store, a short female employee approached me aggressively accusing me of stealing the water and demanded the plastic bucket back. Despite explaining that I was going to return it, she continued to be rude. As someone who has been a loyal customer for 30 years and has never encountered such treatment, I was deeply upset by the false accusation. I am considering involving the handicap association in this matter if the behavior of the employee is not addressed appropriately. I hope the store management takes this incident seriously and ensures that such mistreatment does not happen again in the future.

As a loyal customer of over 20 years, I am disappointed in the recent digital coupon rollout at your store. I frequently encounter issues where digital coupons I loaded onto my card in advance do not apply at checkout. This forces me to seek refunds at the customer service desk, wasting my time. Moreover, specific coupons like the one for Breyers ice cream cannot be loaded on the app or website, leaving me to pay full price or seek a refund. Given the current economic climate, saving money is crucial, and these coupon glitches are frustrating. I suggest a system like Shoprite's, which allows both digital and paper coupons for customers' convenience. This way, individuals like my father, who does not use smartphones, can benefit from discounts as well. Thank you for considering this feedback. - Christine