On Friday, we reported:
In Connecticut, the Trumbull Patch reports that “a petition calling for enhanced equipment and improved conditions at a Stop and Shop grocery store in Trumbull has garnered more than 400 signatures as of Thursday night.
“The petition, titled ‘Enhance Equipment and Conditions at Stop & Shop Trumbull CT,’ was launched earlier this month on change.org by Trumbull resident Susan O’Shea.
“In her petition’s description, O’Shea said she was ‘deeply concerned’ about the current state of her town’s ‘primary local grocery store’.”
“‘This is not just a commercial establishment,’ the petition reads, ‘it’s an integral part of our daily lives. However, the equipment and overall conditions at this store are far from satisfactory.’
We went on:
The story goes on to say that “Stop and Shop spokesperson Jennifer Brogan said the grocery chain was grateful to have served as Trumbull’s neighborhood grocer since opening there in 1979 and appreciated residents reaching out to share their feedback.
“‘While our Trumbull location is not currently scheduled for a remodel in 2024, we’ve continued to make improvements to the customer experience in recent years,’ Brogan said, ‘including the addition of online pickup and the ‘flashfood’ program to help reduce our environmental footprint.’
“Brogan noted the safety and quality of Stop and Shop’s products is something the company takes very seriously. ‘We have check points throughout the day to ensure proper storage temperatures are met,’ Brogan said, ‘and we continuously monitor our systems and products from both a quality and safety standpoint’.”
I commented:
Apparently Stop & Shop doesn’t take conditions seriously enough to pledge to make improvements immediately. Frankly, saying that “we’re continuing to make improvements” but no remodel is scheduled for 2024, strikes me as pretty weak sauce. in fact, a pathetic response.
Ahold Delhaize, which owns Stop & Shop, generates annual revenue of more than $90 billion – they ought to be able to find a few million bucks to bring this store up to modern standards.
Of course, this could open the door for a lot of shoppers to make similar credible statements about their Stop & Shop stores, and then the company would have to deal with those problems as well.
By the way, it is a positive thing when customers describe their local supermarket as being “integral” to their local community. This is to be treasured and nurtured. But apparently Stop & Shop doesn’t feel that way – it makes the standard “we’re continuing to make improvements” boilerplate comments that probably don’t do much to assuage the local shoppers.
I’m appalled. But not, to be honest, surprised.
I think top management at Stop & Shop should be embarrassed by the fact that they are running such a crappy store that the customers are revolting. How can they not be? And if they’re not, and in fact are not willing to publicly and swiftly deal with this problem and make considerable improvements to this store, then top management needs to be replaced.
One MNB reader responded:
I read with interest the article on customers publicly shaming Stop & Shop in Trumbull, Ct. Stop & Shop is a far departure from the chain built by Sidney Raab. As late as the 1990’s you could go into any Stop & Shop, regardless of age, and the store was always in top operational order. Even if the store was an older prototype lacking the newest offers and conditions. It was unusual to find broken floor tile, stained ceiling tiles, socks to catch leaks in front of cooler cases, poorly operating refrigeration cases and poor overall store appearance. Now they are common conditions. There was also a time when Connecticut was referred to as the “Gold Coast” because Stop & Shop best performing stores were located in Connecticut, particularly along the I-95 corridor where Stop & Shop dominated the market. Having worked for competing chains in New England that are no longer in operation today, it’s hard to believe Stop & Shop was once the chain we aspired to be!
From another reader:
The Stop and Shop store on Connecticut Ave in Norwalk is also in bad shape. Everyone goes across the street to a beautifully refurbished ShopRite store where at least 10 cashiers are on duty at all times compared to maybe the one or two for Stop and Shop. The prices are far better and they have a full hot and salad bar. I’ve actually discussed this with the Stop and Shop manager who sadly agrees with my observations.
I know that store. It is one of two Stop & Shop units that are almost equidistant from a new Wegmans store being built nearby. And I think they’re gonna be in a world of hurt.
And MNB reader Kevin Weaver wrote:
It is just amazing that the response from management was so lame. Could it be because they know that they’re the only game it town.
You’re spot on. It’s appalling. The best outcome would be for a competitor to find a location near by and kick them to the curb.
I would imagine that someone will.
Y’know, I’ve met retail CEOs who would have been appalled by such a shopper petition criticizing one of their stores. They would’ve been in that store ASAP, identifying and addressing the problems. They would’ve met with the concerned consumers. And they would’ve demonstrated, by being on the front lines, that they are in touch with what is happening in their stores.
But best we know, that hasn’t happened here. (If it has, someone from Stop & Shop should tell me. I’m happy to write about it.) Stop & Shop has an enviable competitive position largely because of the real estate that it operates, not because of the excellence of its retail offering. Which makes the company eminently assailable.
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