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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:10/03/2023

      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.
      Feb 6th, tried to place an online order for PC Express groceries using a promo code promising to give us 10,000 points with a $75 order. The promo code did not work. I called, the person I spoke to ******* said to put the order through while on the phone ****** and he would add the points. He couldn't, then said he was escalating it to another department to handle while I waited on the phone. To this day, we have not been given the promised points. They have requested a copy of the promo code, the order #, a copy of the original email, all of which we have provided. Now they are sending emails saying we have not responded and they consider the matter "settled".

      Business Response

      Date: 13/03/2023

      The following points issue was resolved and points added on March 3rd, 2023. We have sent email to customer notifying the points addition.

    • Initial Complaint

      Date:01/03/2023

      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.
      loblaws was running a promotion through pc optimum that if you buy a 500$ ***** gift card they would award 50000 points. my family bought two however only got the points for one. After trying to work through the online help it seems fruitless as they say the card was not scanned yet the points balance is on the receipt. **** ** *** **** ** **** **** **** ******** *** **** **** * **** ****** ** ***** ** ***** *** ******** **** **** *** ********** I would like the 50000 points credited as per the promo.

      Case Number: ******** and Case Number: ******** were futile attempts at resolving this with them.

      Business Response

      Date: 06/03/2023

      We reviewed the purchases on December 13, 2022.  Advised customer offers are good for one time
      use only which is why the points did not get awarded.

      Customer Answer

      Date: 06/03/2023



      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:28/02/2023

      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 bought a pack of ******** from the Shoppers Drug store 3052 Elmcreek Rd in Mississauga on February 8, 2023. I had 14 days to return to store for a full refund. On Feb 21, 2023 I attempted to return, but store manager refused to honour refund. I had my receipt and I was within 14 days. * **** * ***** ******** ** **** ******* *** ******* ******* ** *** I ask that head office help honour the refund, and educates this store manager on the return policy written on the back of the receipt. ****** ******* ** ** ********* *** ***** ******* * **** * ******* ********** **** ***** ***** ************* **** ********* *** *** Thank you kindly.

      Business Response

      Date: 14/03/2023

      Our stores are individually owned and have final say regarding refunds and exchanges. As per terms and conditions, a refund can be declined at any time and for any reason.

      The above stated, as a one time goodwill gesture, 13,000 PC Optimum points have been added to the customer's account for the value of the product.

      Customer Answer

      Date: 15/03/2023



      Complaint: ********



      I am rejecting this response because: Loblaws failed to inform its customers of this change in return policy. I ask that Loblaws send a notice to all its customers informing them of this new store based discretionary return policy. ********* ******* ****** ** ***** **** **** **** * ****** ****** ****** ****** ******* * ** **** ******** ** **** ** ******** **** **** ****** *** ** ***** ****** Also bring back human cashiers and paper bags or I will move to the United States permanently.



      Sincerely,



      *** ********

    • Initial Complaint

      Date:21/02/2023

      Type:Product 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.
      Purchased from *shoppersdrugmart Vaughan mills on the 29 Oct 2022. I returned the item 9 Nov 2022. Because i used my points for part of the payment they passed part of the the credit onto a shoppers gift card. The card has zero dollars loaded on it - the store says speak to head office and head office says speak to the store. I live 3 hrs away from the store and have already made the trip 3 times.

      **** *** ***** ** *** **** ********  The card given to me does not match the card on the return slip *** ***** *** ********* ** ***** ***** *** *** ****** *** ***** ** ** ** ***** ***** ** * ********** ***** *** **** **** **** ********* *** ***** *******

      Business Response

      Date: 06/03/2023

      We are in the process of resolving the issue with the customer.

      Customer Answer

      Date: 06/03/2023



      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.

      they have promised me a full refund as long as they stick to the agreement.

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

      Thank you for your continued patience, while we investigated your gift card concerns.

      We would like to mail a $210 Shoppers Drug Mart gift card as replacement.

      We kindly request that you provide your current mailing address.

      We apologize for any inconvenience this may have caused. Please let us know if you have any further questions. We kindly ask that you do not delete or change the case number in the subject line of this email. This number is for your reference and allows us to keep all information related to your case in one place to refer to.

      Sincerely,
      ********,
      Shoppers Drug Mart Customer Support Team


      Sincerely,



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

    • Initial Complaint

      Date:16/01/2023

      Type:Billing 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.
      On Saturday January 7 2023 i tried to make an online beauty purchase on the Shoppers drug mart website mainly to gain the bonus 50,000 optimum points but also because i shop regularly for all my beauty supplies online. I was having many issues ordering as the page was taking a long time so i would refresh and still issues . I than left it for hours and came back later on figuring the issues were resolved. I placed my order but once i hit pay, i got an error. So i looked to see that my items were still in the bag and i got an alert that shoppers had charged my bank account the 197.03. So i looked at my orders and it didnt show up that i placed an order, however i was still charged the money. I immediatley called the customer support number They looked at my account and told me yes it was charged, they didnt see the order go through though and that the website was having issues, too much traffic apparently. So they told me there was a hold on my money and i would see it in a few days . * *** ***** ***** ** **** **** shoppers takes my money because of issues with thier website and now i have to wait for my money. As of today i still dont see that money in my account. ** ****** ****** *** *** ** ***** ** ***** **** **** ******** ****** * **** **** ** ****** ********* ** ******** I would like my money back as i did end up placing the order and paying again for the items . So right now shoppers has two payments for one order. I would like this looked at and would like my money back right away. * ***** **** **** ** ************ **** ** * **** ******** ** ***** ******* *** ** ***** *** ******** ******* ** *******************

      Business Response

      Date: 19/01/2023

      We have contacted customer to inform her that the pre authorization on her account was reversed so the money should be back in her account already but customer was not reachable. We left a voicemail and sent customer an email offering 20,000 PC Optimum points as compensation for the inconveniences. We still await customers response.

    • Initial Complaint

      Date:16/01/2023

      Type:Billing 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.
      On Jan 11 4:22pm I placed an order on Shoppers Drug Mart website for some ******** Holiday set. When I added these and the free samples into my cart and did my check out process. The total price displayed during checkout was $98.10 with52,294 PC points. When I placed my order the price immediately became $171.71 and that was the amount charged. * ** **** ******* **** ** ********** *** I am demanding to have the price and PC points displayed during check out process honoured* ********* *** * ****** ***** ******** ******** ** *** ******** ** **** ******** ** ********** ***** ***** **** **** ** ** **** ***** ****
      my order number is********** ****** **** *********** ***** ***** ****** * ******* *** ** *********** ***

      Business Response

      Date: 19/01/2023

      Our apologies for the customer's experience. The matter was resolved January 14th. Case ********

    • Initial Complaint

      Date:05/01/2023

      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.
      In October 2022, I had received an email about extra bonus points earned if I purchased something from Shoppers Photo (12000 bonus points if I spent over $40). I bought more than I wanted, but received my invoice that stated that my points will be awarded to my account within 2 weeks after my order had shipped. I did not receive the points, and was told that I was not receiving them because I didn't swipe my card in the store. This was an online order. They have not responded to multiple emails

      Business Response

      Date: 10/01/2023

      Added 1200 points to customer account case  Case Number
      ********

      Customer Answer

      Date: 16/01/2023

      Loblaws delivered what I was requesting from them. This case can now be considered closed. Thank you so much for your help resolving this issue, because without it there wouldn't have been resolution.

    • Initial Complaint

      Date:05/01/2023

      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.
      Loblaws recently advertised a big sale on ******** toilet paper on the front page of their flyer Dec 1-7 for the unit ******** **** rolls for $2.99.

      ****** ********************************************************************** 
      I specifically shopped at the store to get the deal. They were sold out so I received a raincheque for 6 units. Upon returning to the store specifically to use the rain cheque, there was still no inventory available. I took a similar pack of ******** 8s and they would not honour it.

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

      Business Response

      Date: 10/01/2023

      Our apologies for the customer's experience. Although rainchecks are offered for products that may be out of stock, various factors can contribute to a product not being back in stock at a store in a timely fashion.It is store discretion to offer a substitute product for the redemption of a raincheck.

      The above stated, we have added 17,000 PC Optimum points for the customer's experience and inconvenience.

    • Initial Complaint

      Date:01/12/2022

      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.
      Good Night Sir/Madam,
      I am writing to you regarding an online order from Shoppers Drug Mart that I have to date, never received. The order number is ********* * * **** ** ***** *** ** ****** **** * ** ******** ** *** **** ** ******** ******* * ** ********* **** *** ********* *** ****** No one has following up with me considering I wrote back twice to let them know I still did not get the order. I checked the parcel locker many times and asked my neighbours multiple times yet no luck. I purchased these different products for gifting and they are expensive products and as a customer I am worried as my money is tied up here.
      I followed what customer service told me which was to get in contact if I did not receive it in 5 business days yet no one has responded to my messages.
      I would like my money back so I can get these products in the store. I do not want to deal with mail again ** ** ***** ** *** ** ******* ** ******* ** ***** **** ** ****** *** ***** ******* *** ** *** ***** ******* ** ***** ***** *** ***** *** ***** ****** *******
      I hope you can assist me with getting my money back so I can get the items in store to gift to the people. I should not have to reach out to Loblaws itself but here I am.

      Business Response

      Date: 19/12/2022

      Order has been fully refunded on December 15, 2022 and email sent to customer to notify them of the refund.

    • Initial Complaint

      Date:28/11/2022

      Type:Billing 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 went to the Mobile Shop on November 25 to get the Black Friday promotion for a cell phone and plan.

      I was told in store by rep ****** that I am signing up for the ******* ****** *** ** 5G phone for 9.59 per month for 24 months **** ********** ******** ***** ** and the phone plan of $45 per month with 50GB data. **** ********** ******** ***** **  
      The billing changed to $65 per month for the plan and $48.88 - $34.30 = $14.58 per month for the phone **** ********** ******** ******** **********. I questioned ****** on it and was told there is nothing else he can do but he will review it.

      I went again in the morning on November 26 to ask again because billing on the app still did not update. ****** informed me that there was an error with the system code and updated my contract to supposedly fix the issue **** ********** ******** ******** ********* **. The billing on my app did not show any change and ****** directed me to contact ****.

      I went to **** store in the afternoon to talk to the store rep and **** told me that it's the issue with mobile shop. They showed me what the correct contract should be in the ******** quote **** ********** ******** ***** * *** ***

      I am passed around and the problem is not fixed.

      Right now both phone and plan is costing me a lot more than promised with less data. My monthly charge is $65 for 20GB on the live billing in the **** app.

      This is an extra of $20 per month for the phone plan with 30GB less of data for the plan which is a cost of $60 minimum **** ********** ******** ***** ** and extra $5 per month for the phone cost and an extra $50 setup fee. A total of $20 x 24 + $60 x 24 + $5 x24 + $50 = $2090.

    Loblaw Companies Limited is NOT a BBB Accredited Business.

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