Complaints

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.

• Initial Complaint

  Date:28/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On several occasions, including yesterday, December 26, 2023, this no-frills location repeatedly does everything they can to avoid following the Scanning Code of Practise rules in regard to grocery prices.This seems to be a common occurrence at no frills locations. When you find a situation where a price is marked lower on the shelf, then it turns up when it is scanned at the register, there is always some reason why they refuse to pay out.The situation yesterday, the label was incorrectly written up showing a price for the pre-packaged boxed item with an improper wage listed. This store only manufactures this product in one size and weight, and because they wrote the label up incorrectly as far as the weight, and it not matching the package, they refused to pay out for the product when the price was different at checkout than what was written on the shelf label. Now, while I understand that this, in the strictest wording of the law, would make this product in eligible, it does not follow the spirit of the law. If the product is only manufactured in one size, and the store has written up a shelf label to reflect the size that is 10 or 15 g larger, which technically does not exist, this is their error, and the consumer should not be Punished for this. This is only one example of what goes on at the star as far as miss priced items and their reluctance to follow the scanning code of practice rules in relation to how they would refund the customer. The situation can be black-and-white, where they are required to do this, and they will argue it, and refuse to pay. And what do you do at the time? Argue about a ************* dollars here or there? Youre gonna spend 30 minutes of your time arguing with somebody over a few dollars? What bothers me is that over the last year were probably talking about 30 or $40 worth of products from the store alone that shouldve been refunded. They need to be made to be responsible .

  Business Response

  Date: 28/12/2023

   I find it rather harsh to say my staff and location do everything we can to not honor the scanning code of practice. I have attached it for reference. There are so many things in this that do not follow the scanning code. Firstly, we do not pay out it would be given to the customer for free. Second the tags are digital not written up. We do not manufacture any of the product that was associated with this claim. The spirit of the law is clearly laid out in line # 1.4 which states " to be eligible for the item free scanner Policy, the product must match the product description on the corresponding shelf tag." My staff did not make this up or add it they are following it as per the law and what was agreed to. I cannot comment on the other examples as he did not reference any and from what I see from this one they are probably similar. Again, we are simply following the code as it is written.  I do not agree that because he does not like that, we did not give it to him we are somehow in the wrong. I don't know if it will help with the scanning code of practice I attached as it feels like he is reading something into it that is not there. If an item is picked up by another customer and placed in front of the wrong tag, then it is not a mistake of my staff and hence the need to read the description. ******

  Customer Answer

  Date: 29/12/2023

  
  Complaint: ********
  
  In regard to my specific complaint. I was told by the manager of the store that they would not provide that item for free, because the product advertised on the shelf did not match the label of the product. You are correct, the label on the shelf referenced a wait for this product that your store did not manufacture. *** ******* *** *** ****** ****** *******. Presidents choice does not make this product in the weight that was on the shelf label. I find it ridiculous that you would advertise a product, with a wait for that product, which did not exist within your store. The weight on the product label was incorrect. *** **** *** ***** *** ** ***** * ****** *** ***** ** ** **** *** ****** ****** ** *** ******* ***** ** *** ***** ***** *** ********** ** *** ** **** ******* **** *** *************
  
  

  So, in essence, you advertise the price of a product at a weight, which does not exist, and then, when it is higher at the checkout, you deny responsibility for the error by denying to provide that product for free to the consumer.

  You were correct, that you were simply following the rules of the regulation. Its too bad that you dont look at the spirit of this regulation, and follow the spirit of the practice, rather than trying to find somewhere to evade responsibility.
  

  At the end of the day, your company made the mistake and I was charged more for a product that I shouldve been.

  Honestly, there are two no-frills locations that I shop at, and both of These locations constantly fight whenever there is some pricing discrepancy. Do I have evidence of these things, no, because typically I dont feel like arguing with somebody for 45 minutes for a dollar, three dollars, or four dollars. But the funny thing is, the occasional time that this happens at ******** or **** ** *****, or any of your other competitors, its usually about a 10 second argument before they comp the item. With you guys, oddly enough, there never seems to be a situation where you do. *** *** ***** ** ** ** **** * **** ********** *** **** *** ***** **** *** ** ***** ** * *** ** *** ********** ** ***** **** *** *** ** *** ********** *** ***** ** *** *** ****** ******* ******** **** **** ********* **** ** ****** ***
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/01/2024

  I will forward your concerns to the office.

  ******