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Business Profile

Grocery Store

Sobeys (HO)

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

This profile includes complaints for Sobeys (HO)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Sobeys (HO) has 46 locations, listed below.

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    Customer Complaints Summary

    • 9 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:13/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date: Thu, 27 Feb 2025 at 14:28 Subject: non accurate item To: ********************** Order reference: ************* Hi, The soya sauce we received in our order does not match what we selected online. (The packaging is different as are the nutritional contents (higher sodium content). The bag of peas also has a whole in it (a puncture up top. a few peas fell out as I was unbagging and loading the freezer. Sorry to complain about these things but we are disappointed.Followed up March 12 as we were placing another order and realized we had not received a reply back from prior email Sent: 12/03/2025 6:26 PM To: ************* Subject: [EXTERNAL] Fwd: non accurate item Hi. I emailed earlier about this but never received a reply. I may have selected the incorrect customer service email Received the following reply Thank you for contacting Voil! Its so important for us to hear when our customers are not happy with a product that theyve ordered from us. Please note that this order was delivered on the 27th of February, and it is important to contact us within the first 48 hours of receiving a product if there are any issues, along with providing photos. At this time, no refund will be issued. Sincerely, ********* | **************** Teammate Very disappointing response

      Business Response

      Date: 27/03/2025

      Thank you for bringing this to our attention. To aid us in our investigation, could you please send us a full screenshot of the original email that was sent on February 27, 2025, including the Voil email address that you sent your email to? We appreciate your patience and understanding.

      Sobeys ********************

      Customer Answer

      Date: 27/03/2025

       
      Complaint: 23059354

      you guys should really add an autoresponse to emails that aren't monitored. It would help avoid such problems.

      Sincerely,

      ****** Jugos

      Business Response

      Date: 01/04/2025

      Thank you for your response. After investigating the circumstances surrounding your complaint, we have received confirmation from the ********************* team that they have been in contact with you to address your concerns and reach a satisfactory resolution with you directly. We appreciate your cooperation and do apologize that you had a negative experience. We thank you for your continued loyalty to Sobeys and look forward to serving you again soon.

      Sobeys *********************

    • Initial Complaint

      Date:08/11/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I gave this business a deposit for * water cooler jugs @ $** per jug. I have just upgraded my water cooler with a filtration device and no longer require these jugs. Now the store is refusing refund my deposit. I escalated to ********** customer service. They reached out to the store manager and he stated that I should return them to a bottle exchange. I called the bottle exchange and they did not collect the deposit but the store did so they said to return to the store that I gave the deposit to. This is now a deposit that turned into a forced purchase of an item I dont want to own and have now have no recourse.

      Business Response

      Date: 08/11/2024

      Thank you for bringing this to our attention. We apologize for any confusion or inconvenience this may have caused. We are currently investigating the issue, and in order to do so effectively, we kindly ask that you provide us with the following:

      1. The address of the store at which you purchased the water jugs; and
      2. A copy of the receipt confirming the purchase (including the date) of the water jugs.

      Once we have these details, we will be better positioned to look into this. Thank you for your understanding.

      Sobeys ********************

      Customer Answer

      Date: 10/11/2024

       
      Complaint: ******** I am rejecting this response because: they are asking for a receipt for transactions that took place over a period of a couple years and they happily refunded and recharged this with every exchange over that period without me having to show proof of deposit paid.  

      this makes me believe they are attempting to steal from their customers for the tens of thousands of bottles they collected deposits from.

      Sincerely,

      ***** ********

      Customer Answer

      Date: 13/11/2024

      The business although they have responded have not offered any resolution other than responding to a complaint.  They have not researched whether or not any bottle exchange companies can offer a refund to the deposit.  A response advising customers a solution that does not resolve nor address the issue is a min answer and their response is in fact Non answer.  

    • Initial Complaint

      Date:04/11/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sobeys stores refused to return The $** deposit paid on their big * water. The ***** water they sell in store for water coolers. I thought the deposit was something regulated by government. And if not, Sobeys is still charging you $** for a plastic bottle. When all other stores return your deposits.

      Business Response

      Date: 06/11/2024

      Thank you for bringing this to our attention. We apologize for any confusion or inconvenience this may have caused. We are currently investigating the issue, and in order to do so effectively, we kindly ask that you provide us with the following:

      1. The address of the Sobeys store at which you purchased the water jugs; and
      2. A copy of the receipt confirming the purchase (including the date) of the water jugs.

      Once we have these details, we will be better positioned to look into this. Thank you for your understanding.

      Sobeys ********************

    • Initial Complaint

      Date:14/08/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased items listed in the flyer as buy * get 1 free (******* ******* ********. I used the self checkout and didn't pay attention to the pricing. When I got home I realized that I had been charged for all * items instead of the advertised promotion.I called the customer service number and they stated that the promotion was only on **** *** ********  The flyer clearly states ******** ***** ***** ****  They even have a picture of the item I purchased in the flyer.Groceries are expensive enough without being ripped off by a company that makes billions

      Business Response

      Date: 22/08/2024

      Thank you for bringing this to our attention. We are currently conducting an investigation surrounding this matter. Once we have concluded our investigation, the store will be in contact with you directly. We appreciate your patience and understanding.

    • Initial Complaint

      Date:11/07/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I RECEIVED MY GROCERY ORDER LATE. MY ORIGINAL DELIVERY WINDOW FOR DELIVERY IS BETWEEN 16OO HOURS TO 1700 HOURS, ****** **** *******. THE DRIVER ONLY DELIVERED 3 BAGS OF ITEMS, AND I WAS CHARGED FOR 6 BAGS. ALSO, THERE WERE 5 MISSING GROCERY ITEMS FROM THE ORIGINAL ORDER. I PROMPTLY CONTACTED SOBEYS CUSTOMER SERVICE DEPT, AFTER A 20-MINUTE WAIT TIME I WAS CONNECTED TO CSR AGENT *****. I INFORMED CSR REP ***** OF THE 5 MISSING ITEMS, AND HE TOLD ME IN AN HOUR FROM 17:40 PM (THAT WOULD BE 18:40PM ) I SHOULD RECEIVE A CONFIRMATION EMAIL OF THE REFUND OF THE MISSING ITEMS. I THEREFORE EXPLAINED THAT THE DRIVER ARRIVED LATE AND I REQUESTED MY DELIVERY FEE TO BE REFUNDED AS WELL. AND ***** ALSO PROMISED A SEPARATE EMAIL SENT AND HE WILL ADMINISTER/ REFUND THE DELIVERY FEE. AN HOUR HAS PASSED AND I HAVE NOT RECEIVED A CONFIRMATION EMAIL FOR THE REFUNDS OF THE 5 MISSING ITEMS AND THE DELIVERY FEE CHARGE.

      Business Response

      Date: 20/07/2023

      Thank you for bringing this to our attention. I have confirmed with our **************** team that they will contact you directly to make it right in the coming days. We do apologize you had a negative experience and look forward to reaching a satisfactory resolution with you directly. We thank you for your continued loyalty to Sobeys.

      Customer Answer

      Date: 20/07/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *******************************

    • Initial Complaint

      Date:06/12/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently made a purchase through Voila, the online shopping side of Sobeys. I ordered one item, a frozen turkey weighing between ****kg and charged by weight. The order was placed on 2 December 2022 for pickup at the store on 5 December 2022. When I showed up to pick up the item I was informed that the size I wanted was not available and that the next size down could be substituted and would only be charged for the smaller turkey. I accepted the smaller turkey and was quoted a price of $54.92. This included a $3 delivery charge for an item I was picking up. I paid by **** Debit. When I checked my bank account, I discovered I was charged $73.57. I called them and they said the difference would be refunded over the next few days, but I was curious how they arrived at a weight for me to be charged, if they didn't have any of that size in stock. I mentioned the delivery charge because I didn't have the item delivered and if it was for pickup, and it was clearly posted on the site that pickup is free for the month of December. This just leaves so many questions.

      Business Response

      Date: 22/12/2022

      Thank you for forwarding this message to us. I have confirmed with our customer care team that they will contact the customer directly to make it right in the next day or two. We do apologize this customer had a negative experience and look forward to reaching a satisfactory resolution with him directly.

    Sobeys (HO) is NOT a BBB Accredited Business.

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