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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:18/12/2023

      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.
      I went and gased up at my **** gas station. When I went to open my ********** app to get my PC optimum points and 5L discounts, a page appeared to say that ********* is open for a new upgrade to the new **** app. Upon doing that, it deleted the ********* * app, removing my PC optimum card number. and 5L discount, but the PC optimum number is impossible for them to give me. I am not sure why it just mysteriously disappeared. **** had an airplane, then **** *****, PC optimum, deleting the ********* * wiping out my PC optimum, and they do it every 2 years, never fails.

      Business Response

      Date: 04/01/2024

      Customer was contacted via phone but did not respond 

    • Initial Complaint

      Date:04/12/2023

      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.
      In June 2023 I started to buy 5 gallon jugs of water from Zehrs in Fergus. They charged me a $10.00 deposit for each bottle and then $6.99 for the water. You could exchange an empty jug for a full jug of water for $6.99. Over the past 6 months I ended up buying 6 new jugs and they charged me a $10 deposit for each bottle which was $60.00.
      I eventually bought a fridge that dispenses water, so I would no longer need to buy bottled water
      On Dec 4th I tried to return 3 empty jugs and I asked for my deposit back which would be $30. ( I would bring the other 3 bottles back next time I come and request another $30)They told me they no longer give you money back for the bottles. At that time I asked to speak to the store manager and he told me I would not be getting my deposit back. His name was Noah.

      I don’t think it is fair to charge a deposit and then refuse to give you your money back when you return the item. it is not posted in the store that you will not get your deposit back and when you buy a new bottle no one tells you you will not get your deposit back. Now Zehrs has $60 in deposits of mine and they will not return it.
      I don’t think Zehrs should call the $10 a bottle fee a “deposit”, especially if they have no intention of returning your money.
      We have bought bottled water for years from other stores and have always been given our deposit back once we returned the bottle.
      Thank you

      Business Response

      Date: 15/01/2024

      As of October 20th, 2021, we have discontinued the 18.9L ******** ******* water. While we strive to offer a range of products that will meet the needs and tastes of all our customers, we do review all products on a regular basis to ensure their suitability. As such, our stores will no longer be able to return the $10 deposit for the empty bottles after November 2nd, 2021.

      If you choose to purchase a new 18.9L of the ***** water, you will be provided an Exchange Ticket to present for your next purchase. Simply return the empty bottle along with the Exchange Ticket and you will not be charged for the bottle.

      Customer Answer

      Date: 23/01/2024



      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:10/11/2023

      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.
      Shoppers are running a promotion where I can earn 10,000 points for every $100 spent on **** gift cards. Intent on purchasing $1,000 worth, the store staff ******** ** ** suggesting I split the transaction into two parts. ******* ** *** ******* I comply. To my dismay, I found that I only received 50,000 points, whereas the offer was valid for a single transaction.

      **** *********** *** * ******** ****** *** **** *** ************ *** ***** ******* ******** ** ************ *** ********** ** ********* **** ** ************ *** ******** ************ ** ******* ** **** ******* ** ********** ****** ******* ********** ** **** When I request a refund, the manager claims the gift card is nonrefundable. Subsequent inquiries about retrieving my points are met with refusal.

      My proposed resolution includes:

      A full refund.
      50,000 PC points.
      A $50 Shoppers gift card.
      I am open to any of the aforementioned resolutions.

      Business Response

      Date: 15/11/2023

      We are sorry to hear of your experience and for the undue upset this has caused.  The PC Optimum points for your October 25th purchase have been added to your account.

      Thank you for your continued business.

      Sincerely,

       

       

    • Initial Complaint

      Date:25/10/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 went to shoppers on ******* *** ***** ***** on October 11th to purchase a gift. They had a redemption bonus points even where if you redeemed 100,000 points you would get $150 towards purchase. I made a purchase totalling $242.95. I also earned an additional 19,500 points that day cause the remainder of my purchase was made with debit. My new points after purchase was 24604. Today I noticed that 19500 points had ********* disappeared. There was nothing showing adjustment. I looked at my original receipt to also notice the day of purchase they had deducted 110,000 points and then adjusted $40.

      Therefore this ***** ** * company needs to adjust the 10,000 extra points they redeemed that day and put back the 19,500 they ********* made disappear.

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

      Business Response

      Date: 27/10/2023

      Thank you for sharing your experience and allowing us the opportunity to review.  We have contacted the member and addressed their concerns.

      Sincerely, 

      Customer Answer

      Date: 27/10/2023



      Complaint: ********



      I am rejecting this response because: although the terms and conditions state the points earned cannot be credited cause the item was returned. Your store deducted 110k points for redemption instead of 100k bonus that would have been worth $150. Instead I was only given $40 in bonus redemption. I send the receipt to the customer service team yesterday. ***** **** ****** ***** ** ***** ******** *** **** *** ***** *********** ** ***** ***** *** **** **** *** ** ****** *******



      Sincerely,



      *** ******

    • Initial Complaint

      Date:26/09/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 bought some items ( ******* sheet mask) from shoppers drug mart, their flyer is showing buy 2 get 8000 pts, but when I buy that item their system didn't load the offer, so I talked with the customer service, they said they can't give this offer because they have 20x points today. but they always giving brand extra price when they have 20x points offer. I don't why they say no for this time.

      My account is ********************

    • Initial Complaint

      Date:20/09/2023

      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 have already tried to address this with Loblaw directly, but they refuse to provide reasonable remedy. This is in reference to case: ******** for a transaction made on July 15.

      I was at a local Shopper's when I saw a pop-up for a promotion called "40% back in points, when you redeem 10,00 points or more on almost anything in store". It was a red pop-up on the self-checkout kiosk, with no terms or conditions listed, nor was I redirected to a website to view the terms and conditions.

      I spent 30,000 in points but did not receive the 40% back (12,000). When I reached out to support they told me that I was ineligible because I had previously used the promotion earlier that day. BUT, my point is that I was given the same prompt again with no terms or conditions, I was offered the promotion a second time by the kiosk.

      If the terms of the promotion were a single use, the promotion prompt at the kiosk didn't tell me. * ** *** ******* ** ***** ********* ** **** ******* *** * *** ******* ** **** **** ******* ***** No, in-fact since I got the prompt the second time it is reasonable to assume I was being offered the promotion again. ********** ********** ********* ********* ** * ***** ** ***** ***** ********* ***** **** *** *********** ** ***********
      The remedy I am seeking is the 12,000 points added to my account.

      Business Response

      Date: 21/09/2023

      We apologize for the inconvenience caused.  We have contacted the customer and addressed the issue.

      Sincerely, 

      Customer Answer

      Date: 22/09/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********. They gave me the requested remedy in full. Although frustrating that it took contacting the BBB, I find that this resolution is satisfactory to me. 

       

      I accept the resolution as satisfactory. Thank you for your help!




      Sincerely,



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

    • Initial Complaint

      Date:31/07/2023

      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.
      Hello,
      My current email to get in touch with is ************@*****.com
      I am writing with regards to my Shoppers Drug Mart order ********* for ****** ***** which was going to *** ****** **** *** *********** ** *** ***.
      I have been tracking the order as it is large and I will be going away soon and noticed it says “delivered” on the tracking website but I did not get it. I hope someone can assist me as I will be away soon and need my items. I am willing to even go in store to get it sooner though I would need to be credited for this order.
      Thank you for helping me in advance.
      It is day 3 and I still do not have the order. I am obviously concerned and not happy with the attitude the company is taking of having me wait when I could be getting the issue resolved.
      Regards,
      ****** *****

      Business Response

      Date: 03/08/2023

      Apologies for the customer's experience. We have confirmed that the customer was advised yesterday (August 2nd) that an investigation has been initiated with ****** **** for the missing order.

    • Initial Complaint

      Date:16/06/2023

      Type:Service or Repair 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.
      This is with regards to a major issue I am having with an error on pc points missing from what I earned when shopping at *****’s No Frills **** **** ****** Oliver BC on June 11 2023 at 6:22PM. I was told that some of the points from one of the pc points offers did not get added to my account due to an error on the till and to submit the information on the pc points app or the pc optimum website. The number of missing points is 8000. The offer details for the points was: No Frills exclusive spend $40.00 on individual or cumulative purchases of PC or ** **** Frozen entrees, pot stickers, perogies and dinners. I tried multiple times on bot the website and the app on the phone to submit the point inquiry but each time it says it did not go through due to an error and to try again. After wasting enough of my time with your system not working I sent three emails to ******@********************.ca with the details of the missing points and offers. I also made note that the website and app were not allowing me to submit the inquiry. Then with ne responses after three emails I called your customer care number and was on hold for more then 40 minutes twice and got cut off. This is beyond inexcusable and a complete waste of my valuable time. The transaction id is ***************************. I also have a screen capture of the offer and a copy of the receipt to submit if needed as well.

      Business Response

      Date: 19/06/2023

      8,000 Points were added to customer we notified the customer case ********

      Customer Answer

      Date: 19/06/2023



      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:19/05/2023

      Type:Service or Repair 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.
      Dear Sir/Madam,
      I am writing to file a formal complaint against Loblaws regarding their PC Optimum program. Loblaws has frozen my PC Optimum account without reason, depriving me of the ability to access and redeem my hard-earned points. This action is deceptive and goes against the principles of loyalty.

      Despite my attempts to resolve this issue, Loblaws has been unresponsive and has shown a lack of concern for customer satisfaction. This has further exacerbated my frustration and disappointment. I believe that Loblaws' actions constitute cheating loyal customers who have participated in good faith.

      I kindly request the assistance of the Better Business Bureau Canada in addressing this matter. I urge you to investigate Loblaws' deceptive practices within the PC Optimum program and hold the company accountable. I seek a resolution that includes the unfreezing of my account, restoration of my accumulated points, and appropriate compensation for the inconvenience caused.
      Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.

      Sincerely,
      ******* ***

      Business Response

      Date: 30/05/2023

      Reached out to customer on case #********. Awaiting a response.

      Customer Answer

      Date: 30/05/2023

      Dear BBB,

      Thank you so much for your prompt and effective response. I truly appreciate your assistance in helping me reach out to the PC program. It's such a relief to finally have someone addressing my case and providing the necessary support.

      As request, I have explained the details of my recent large purchase on cosmetics, and while I'm grateful for the attention my issue has received so far, it hasn't been fully resolved yet. I am eagerly waiting for the PC program's further response and hoping for a positive outcome.

      Once again, I want to express my gratitude for your involvement and the efforts made to assist me in this matter. Your support has been invaluable, and I remain hopeful that we will soon reach a satisfactory resolution.

      Best regards,
      ******* ***

    • Initial Complaint

      Date:09/05/2023

      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.
      regarding to few cases of pc optimum points missing and got no reply after I provided required information.
      Case numbers are ********* ********* ********* ********* ********* ********* ******** The offers were listed on wholesaleclub’s official website, and transactions were made in the store.
      The missing points are worth hundreds of dollars. I have already called so many times and got all different answers every time when I called in to talked to different support members. I requested to talk to their supervisor or their team leader and got informed that I'm not able to.

      Business Response

      Date: 24/05/2023

      Thank you for letting us
      know about your experience, and please accept our apologies for the inconvenience
      this has caused.  We have
      addressed these concerns and emailed the customer.


      Sincerely.  

    Loblaw Companies Limited is NOT a BBB Accredited Business.

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