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Business Profile

Grocery Store

Loblaw Companies Limited

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

This profile includes complaints for Loblaw Companies Limited's headquarters and its corporate-owned locations. To view all corporate locations, see

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Loblaw Companies Limited has 217 locations, listed below.

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    Customer Complaints Summary

    • 536 total complaints in the last 3 years.
    • 241 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/06/2025

      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.
      Unable to redeem PC optimum points - have 267,000 points ($267 value) and while the card is set to earn and redeem, I am unable to redeem them in store

      Business Response

      Date: 20/06/2025

      Hi there,

      Please have the customer reach out to us with this issue as we will investigate and look into this concern.

      Thank you!

    • Initial Complaint

      Date:14/04/2025

      Type:Delivery 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.
      We are missing 180,000 pts from our purchase from Loblaws ******** *** *******. See receipt *** ********* **** it shows that my new account balance is supposed to be 180k+ but when I checked last week, it wasn't there. I also ******** the offer promotion as an image for reference. We have called 3 times with the promise of resolution within 2 business days and it is still unresolved. We still do not have the points owed to us.

      Business Response

      Date: 22/04/2025

      Hi there,

      The customer must reach out to us under the account that the purchase was made under. The case ******** was created through another account where the purchase was not made under and we cannot assist the customer in that instance. 

      We kindly ask to have the customer reach out to us under the account where the purchased was made and we will be able to investigate and add points.

      Thank you.

      Customer Answer

      Date: 22/04/2025



      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.

      We have received the points that was owed.




      Sincerely,



      ***** ******

    • Initial Complaint

      Date:10/04/2025

      Type:Delivery 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 am filing a complaint regarding the PC Express grocery delivery program offered by Real Canadian Superstore, operated by Loblaws Companies Ltd. This program charges customers a $5–$10 delivery fee under the premise of providing reliable home delivery. However, in two of my last three delivery orders, large portions of groceries were missing—over $300 worth of goods in total.

      In both failed cases, I was not offered a redelivery or refund. Instead, I had to send my partner to the store to speak to PC Express management in person. Most recently, he was told to return home while the team repicked the order, then called back later to retrieve the items himself. This resulted in two trips to the store for a single failed delivery. In effect, we paid for a service that required more effort and expense than shopping in person.

      There is no real-time support for resolving these issues. The online chat system is entirely automated and only generates a 24 hour - delayed email response. When I previously called PC Express support, I was told to wait and see if the driver returned. When they didn’t, I was misinformed that the store likely failed to provide all items, which store staff later confirmed was not the case.

      Store staff also informed me that deliveries are handled by ******** and that Superstore has no ability to contact or trace individual drivers, even in cases of suspected theft or missing orders. There is no internal process for reporting delivery failures and no accountability for third-party contractors.

      This is not an isolated issue. It is a systemic failure in oversight, accountability, and customer protection. Loblaws continues to charge for a service they do not consistently provide and place the burden of resolving issues entirely on the customer.

      I am requesting that the BBB contact Loblaws Companies Ltd. to review this matter and that the company discontinue its advertising of PC Express as a delivery service when it functions as a pickup service.

      Business Response

      Date: 15/04/2025

      Hello, 

      Apologies to the customer regarding their PC Express delivery concerns. We would like to confirm that our team has reached out to the customer to review their concerns further, but our team is currently waiting for a response from the customer. We kindly encourage the customer to respond to our team in the following case number in order for us to review further: ********. 

      Thank you. 

    • Initial Complaint

      Date:27/03/2025

      Type:Facilities 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.
      There is construction happening at your store located on ****** *** ****** ** in Ottawa. For the past week it has been non stop and it goes on until 3 am. I have made complaints to BY LAW. Today I went out to speak with the man who was making the noise ... He drives a little red truck up and down ****** and just keeps everyone awake. I am a block and a half away and it sounds like it's in my apartment. * ***** *** ** ****** **** *** ** **** ** * **** ** ***** **** ***** **** **** **** ** ** *** ***** ** **** ** ****** ***** * ***** *** ** ***** ** *** ******* ** **** *** * ***** *** **** ** **** ** ******** **** *** * ***** **** ******* ** *** **** ** **** ******* ** **** *** * ******* ** **** * ******* ** *** ****** ** *** ******* **** ** *** ******* *** * **** ** **** **** * ********* ** *** ******* **** ** ***** **** This is unacceptable I have to be up in 2 hours and haven't been able to sleep because of this. I would like someone to contact me to get this resolved thank you.

      Business Response

      Date: 25/04/2025

      Hello, 

      We would like to thank the customer for bringing this to our attention. We can confirm the customer has not reached out to our team. We do require some additional information. Please request the customer directly reaches out to our customer support team and one of our agents will be happy to review this further. 

      Thank you.

    • Initial Complaint

      Date:21/03/2025

      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.
      Purchased fragrance discovery set from store on 25th September 2025
      It is claming to try the samples and redeem a golden card in the set for a full size perfume bottle.

      Upon try to redeem the card, shoppers claims to have changed the policy. They need to verify the purchase for which they need me to email them the details. I have the original payment reciept, the golden card, card through which the payment was done and the box of the discovery set.
      However, they need more proof, for which they have asked me to ship the golden card to them. I have left them multiple voicemails to the direct line of the customer care agents, sent them emails asking a call back, but they have failed to call back even once. I am worried if I send them the card, and it gets lost in transit or they claim it is damaged on arrival, I will loose the proof of purchase I have.

      During the purchase it was mentioned that only the golden card and recipt is required to redeem the perfume bottle. It is time consuming to follow this process especially when I had purchased it as a gift and now, my gift holds no value and am being treated like a person begging for a product for which I already paid months ago.

      Business Response

      Date: 04/04/2025

      Thank you for bringing this to our attention and please accept our apologies for the inconvenience caused.   We have been in contact with the customer and have resolved this matter.

      Sincerely, 

      Customer Answer

      Date: 04/04/2025



      Complaint: ********



      I am rejecting this response because:

      Shoppers has finally connected to me to work along their change of process.

      I had to send them the purchased item in post. After waiting nearly a month now since initiating this case with them, they has asked me to today to visit the store and get the item. 

      Upon asking for clarification for my issues with their new process, I was informed to either follow it or I can't redeem my purchase. This process was not disclosed at the time of purchase and caused 1 month of delay in receiving the product. Not to mention tge reason for me purchasing the item was also not met because of this delay. It also took multiple hours of phone calls, email exchanges, send post items, and visiting the store 3 times to recieve a product I had already paid for. Upon asking for a compensation, I was advised that they cant do anything as they can change their process and I had to go through this process as I did not have a choice. 

       

      So, while they have finally agreed to give me the product I had paid for, there has been no talk about the issues they caused to me as a customer.


      Sincerely,



      ****** ****

    • Initial Complaint

      Date:11/03/2025

      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.
      Email offer from PC Financial and PC Optimum. 20,000 points for every $100 spent on Ultimate One4all, Cheers to You and Retail Therapy Gift card using your PC ********** or PC Money Account.

      Spent: $9,000 on Ultimate One4all Date: Dec 23,2024 Points missing: 1,800,000

      Talked to customer service about the problem. Got an email on January 27 saying points would be added in few weeks, and it hasn't shown up so far.

      Business Response

      Date: 27/03/2025

      Thank you for bringing this to our attention and we apologize for the inconvenience caused.  We have been in contact with the member and have resolved this matter.

      Sincerely, 

    • Initial Complaint

      Date:10/12/2024

      Type:Sales and Advertising 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 had an offer from PC Optimum stating that I would get 20x the points when you spend $75 or more on cosmetics, skincare, fragrance, or beauty tools for both in store and online from Shoppers Drug Mart. I made an online purchase on October 4, 2024 (as per my ********** bill) for $145.95 (after taxes, $139 before taxes) on beauty products. They gave me base points of 2085 - I should have received 20x the base points which would be 41700 points (almost $42 in points). I never would have made this purchase without this offer. I have called the PC customer support line approximately 5 times to resolve this and have an email thread with about 3 different employees who keep asking the same questions over and over but never resolve my concern or give me my points. It has been 2 months since I started the points inquiry. I have had other points inquiries submitted since then and resolved. This one is taking forever and they keep saying they will escalate my concern and will ensure I receive the PC Optimum points that I am eligible for. My case number with PC Optimum about this concern is ********. I want my 41700 points and would also want more points **** *** *** ****** *** ******** * **** *** ** *** ** **** **** *** **** * *******

      Business Response

      Date: 11/12/2024

      Thank you for letting us know of your experience and we apologize for the inconvenience caused.   We have confirmed that our PC Optimum team emailed you on December 11 and have addressed your concerns.

      Sincerely, 

      Customer Answer

      Date: 11/12/2024



      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:26/11/2024

      Type:Product 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 purchased on PC express yesterday at Grimsby and today I went to the store ** ** ***** ********** to do a refund and repurchase with a different ********** and there is also a buy one ******** toy, get 2n'd for 50% off. The assistant store manager advised me that I had to go back to the same store (Grimsby) to do the refund. This is a corporate store why do I have to travel 1 hour and half to go get my refund. * *** ****** ******* ** the assistant manager, Qaiyum K*** *** ** refused to do the refund. * ******* *** **** * ********* **** ****** ****** *** **** **** *** * *********** *** **** ****** *** ** ** ********* ** ****** ***** ********** * ********* ***  He bantly said no to me. *** ***** * ** **** ***** ** * ***** *********  **** ** ** ************ *** ** ** ** **** ** ** *** ***** ******  I have called head office customer service before and they have advised me that this is a corporation and refund are accepted anywhere. * ** *** * ***** *********

      Business Response

      Date: 02/12/2024

      Our apologies for the customer's experience. There was an issue when trying to process the refund and repurchase on November 17th. Otherwise, under normal circumstance the customer is correct that a purchase made at a corporate banner can be returned at any banner location. The store advises the customer came back November 19th and the matter resolved.

      Customer Answer

      Date: 03/12/2024



      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:01/11/2024

      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.
      Ive been collecting point on the app and use digital card to do so and can collect points no problrm.
      When i try to reddem rhem it wont let me. Ive called customer ser ice several times and theu say i habe it set to collect only. I have it set to collect and redeem and have reset rhe setting and redownloaded the app several times and reset my phone. ******* ******* **** **** ** ** ** ***** **** ***** ****** **** **** *** ***** **** * ****** ** *** ****** ** *** ** ********* * **** *** *** ****** ** ** ***** *** *** i cannot acess $140 worth of points *** **** ***** ** ******** **** ***** **** *****

      Business Response

      Date: 04/11/2024

      Thank you for contacting us and and we apologize for the inconvenience caused.  Our PC Optimum team has emailed an update to the member.

      Sincerely, 

    • Initial Complaint

      Date:17/07/2024

      Type:Delivery 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 several fragrances online from Shoppers Drug Mart on May 13 2024 by redeeming optimum points for a portion and paying for the rest. The fragrances were purchased as gifts for family, so I was devastated when I saw they arrived damaged. When I contacted customer support and provided photo proof, they said they will process a refund, however I had requested a reshipment for 2 items (**** *******, *** *** *****). Additionally, this refund amount was not reflected on my account. Therefore, I am requesting that they kindly provide me with a reshipment of **** ******* 150ml and *** *** ***** 90ml.

      Business Response

      Date: 23/07/2024

      Hi there,

      Thank you for reaching out.

      We will be reviewing and contacting you regarding your concerns.

      Regards,

      *****
      Specialist, Customer Support & Escalations
      Customer Support CoE
      1 President’s Choice Circle, Brampton, Ontario L6Y 5S5
      T : ###-###-#### ext. ******

    Loblaw Companies Limited is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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