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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:24/11/2022

      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.
      Shopped Nove 12, 2022
      they said machines were down for debit and credit card had to use cash * ******** *** *** *** *** ***** emailed twice to pc to have points put on my account total of 17,000 with bonus and base points on the the 12th and again on the 21 Case number ********, Did not receive any response. So i called and spoke with a ******* she told me since i could not verify where and how much i spent on my card on the 30th of October there was nothing she could do for me since they do not have a record of me spending money that day in the store. ???? **** *********** i spent $173.34 that day and bought items that would give me around 9000 bonus points. In this day we are all looking to see what we can do to afford to buy the items that have skyrocketed. * **** **** ******* ** ****** **** *** ******* ** **** ****** ******* * **** ** ********* *** *** **** * * **** ******** *** ******* ******* * ********* ***** ** *** ***** ** **** *** *

      Business Response

      Date: 28/11/2022

      17,000 points added to account case 14548920 customer was emailed to advise 

      Customer Answer

      Date: 28/11/2022



      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 finally awarded the points I have earned   thank u for your help



      Sincerely,



      ****** *****

    • Initial Complaint

      Date:16/11/2022

      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.
      Since August, the points I earn from making purchases with my ** ********* ********** are not showing up in my PC Optimum account even though my card is linked.

      I first reached out to PC Optimum on September 27 via phone where the agent took my info and said someone would get back to me in 2 to 3 days with a resolution - that never happened. I then followed up via email a few weeks later, where I was provided generic responses that did not address my issue or show agents had read my email. It would also take days to get responses once I replied, no one gave me a call even though I requested it multiple times, and the case was closed without a resolution.

      Finally, on October 24 I spent 4.5 hours on the phone getting bounced around between PC Optimum and ** *********, and at one point, was even transferred to ** *******. Most agents I spoke to said they couldn’t help and would not try to find the correct area that could. *** **** ** ************* ******* ** ********* *** ** ******* **** ***** ** *********** **** both sides say it's not their issue and I have to talk to the other side.

      As of mid-November I’m still waiting for someone to look at my case and fix the issue. When I call for updates I’m told someone will get back to me within 2 to 3 days but that never happens.

      On October 28 I filed a complaint with PC Optimum about this situation but never received a response.

      Business Response

      Date: 21/11/2022

      Issue resolved on case ******** , Customer was given good will gesture of 50,000 points .

      Customer Answer

      Date: 21/11/2022



      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:11/11/2022

      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.
      Re: PC Express grocery pick-up *** ******* *** ******** ***:
      - Early 2022: began noticing rare charges for non-received items. PC Express often sends feedback surveys. I mentioned this issue.
      - Oct-8: ordered/charged for berries (strawberries, raspberries, and maybe blueberries); at home noticed not received. I complained (Case Number: ********) and received a $10 coupon (short of cost of missing items).
      - Oct-15: ordered/charged for 4 pumpkins; at home noticed not received. I complained (Case Number: ********) and received a $10 coupon (short of cost of missing items).
      - Oct-17: I contacted the store. The PC Express manager, ***** ****** was very pleasant/professional. She credited me $50 for the missing pumpkins, which was overly generous, and indicated a manager would proof my future orders. Credit appeared on my ****, and I was satisfied with outcome.

      - Oct-29: ordered/charged for leeks and chicken thighs; at home noticed not received (received bits&bites and salsa chips, without charge). I received an on-line survey invitation from Loblaws, and made clear my displeasure.
      - Oct-30: ***** contacted me. She was pleasant/professional. She said she would credit me the missing items, there would be a giftcard waiting for me on my next order, and again indicated a manager would proof future orders. A week has past and I have NOT received the **** reimbursement.
      - Nov 5: (a) on pick-up the aforementioned gift card was NOT at PC Express. (b) Ordered/charged for a box of chicken strips and 2 containers of cream cheese; at home noticed not received. I have not contacted the store to complain, due to lack of confidence.

      * ********* ******** ******* *** *** **************** ** ************ **** ** ************* I take for granted charges will be correct, since it is impractical to check at time of pick-up (large orders, bags usually tied, in a rush...). I am seeking reimbursement for the missing items, and meaningful assurance of improved quality control.

      Business Response

      Date: 15/11/2022

      The customer was contacted on Nov 11 and reimbursed for missing item. Assured customer that the concern will be looked into

      Customer Answer

      Date: 15/11/2022



      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:04/11/2022

      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.
      On 10/02/2022 I made a purchase at a shoppers drug mart store, where they had a bonus offer if you purchased a $100 ultimate dinning gift card you will be given 10,000 points applied within 3 weeks.

      I contacted the company and they are claiming that I never scanned my card. I provided detail information to no avail and they still denied the transaction.

      I have then several times sent proof of the receipt, gift card, transaction from their own website and they are still denying it.

      I want my 10k points *** *** **** ****** *** ******* ** **** *** ******* ** ***** *******

      Business Response

      Date: 21/11/2022

      We are sorry for the inconvenience this has caused. We have awarded the corresponding PC Optimum points to your account.

      Thank you for the opportunity to address your concerns.

      Sincerely,

      *******

      Customer Answer

      Date: 21/11/2022



      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:21/10/2022

      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.
      order # *********
      Case Number: ********

      I bought a *** console from shop.shoppersdrugmart.ca several weeks before.
      However,When I received it last week, I found that the console box was open, I asked all my friends, the box should have factory sealed, so I am not sure if this machine is a second hand or refurbished. It is very expensive, I called shoppers right away to complain. They said at first that they would have their manager reply me within two days, but no one called me in next several days. So I called them again today and they still asked me to wait for 5-7 business days. * ** **** ******* **** I don't know what to do with this pricey console. ***** ******** ******* ** *** ***** They don't want to help me at all.
      I paid $1,000 for this and now I only can look at it and do nothing.
      I already emailed them my opeing package box video to prove it.

      Business Response

      Date: 18/11/2022

      We
      have reviewed this case and note that the customer contacted us on October
      21,2022.
      We investigated this case, the product was delivered and received by the customer. We informed the customer that the product was delivered to them as received by the warehouse from **** i.e. in a sealed brown box.

      We apologized
      to the customer and we informed the customer that if they are not satisfied
      with the box, they need to return the product prior to opening the product and
      we would refund the amount and compensate them by adding 15k points for
      returning the product. The Customer
      wanted to keep the product but wanted to be compensated and was demanding 50k
      points or wanted a report from ****. Finally the customer agreed to keep the
      product and settled with 25k points as compensation which as added to their account. The customer was also offered a
      Return Shipping Label to return the product but they declined as they opted to keep the product.

      We
      contacted the customer again on Nov 11, 2022 and advised the customer of what
      transpired during the last call but the customer was not forthcoming to any discussion.

      Customer Answer

      Date: 28/11/2022

      * ****** ******** *** *** ******** ****** *** ******** they had said twice during my previous contact that they were going to have their manager contact me to deal with the problem for me, and unfortunately no one contacted me and I wasted two weeks of my time. The third time I contacted them again* **** **** ** * **** ************** ******** ******* * ***** **** *** ************ ******** *** finally I really have no choice but to compromise the situation, I can't afford to waste more time.
      * *** **** ************ **** ***** *** ** ******** *** ******** *** ******* *** ******** ****** *** ****** *** ******** ********** ** ***** ** *****

    • Initial Complaint

      Date:12/10/2022

      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 2 offers I loaded this week, I went in ******** **** **** spent the 60$ to receive 20000 points and spent 26$ on *** SCRATCH TICKETS, *deal is spend 25$ or more) for 4000 points. I didn't receive ANY POINTS. When I called customer service I was told that they cannot see my offer and to send them a screen shot (which I did) then I received another email telling me that unfortunately because THEY CAN'T SEE IT,sorry to bad!! This is not the first time **** **** ******* ** my points

      Business Response

      Date: 17/10/2022

      Customer issue was resolved  point added to account 

      Customer Answer

      Date: 17/10/2022



      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:20/09/2022

      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.
      I purchased an online order from Shoppers and the package was stolen. I have spoken to multiple Shoppers customer service yet they do not wish to refund or even reship the order. **** ** ************ ** they are holding me responsible for the package missing.

      Customer Answer

      Date: 12/10/2022

      My complaint should be resolved. The business shipped the items again.

    • Initial Complaint

      Date:18/08/2022

      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 was shopping at No Frills in Tottenham Ontario and noticed the store sign on the front of the building which states Won't Be Beat If you find a cheaper price simply show us and we will match. I showed the cashier a current flyer from ******** for exactly the same item at a cheaper price and she told me that they do not match that store? **** ** ********** *** ********* *** ** ** ******* ***** ************ This chain should be held accountable for this as the sign says 1 thing and it is different in the store.

      Business Response

      Date: 23/08/2022

      Our Won't Be Beat promise means if a major supermarket competitor within this store's geographical trade area offers a lower price on any item that we carry in our store simply show us an advertisement and we will sell you that item at the same price. All No Frills locations have posted a list of competitors to which they will price match with. These competitors and geographical trade areas are based on a number of factors, which can change from time to time.



      Full details can be found on the back of your local flyer. We want to assure you that we are committed to offering our customers quality products at great value.





      Please be assured your feedback will be shared with our Marketing team.



      Sincerely,

      Customer Answer

      Date: 24/08/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)

      The signage on the store front says we will not be beat, simply show us a price from a competitor and we will match it. The company is saying they only match 3 companies pricing, the sign does not reflect that * **** *** ********** ********* ** *** ********** ***** ***** ** *** ***** **** ** ***** ************

      Business Response

      Date: 29/08/2022

      We have confirmed every cash register and also in lobby of the store where our community board is located, the appropriate price match sign is in place.



      Sincerely,

    • Initial Complaint

      Date:15/07/2022

      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.
      My local Shoppers has removed all but one cash and gone to self checkout. I am trying to contact a senior level customer care agent to make a complaint about this policy, but they keep pushing me back to store level employees. I feel they are dodging my communication, as it has now been a month since I originally called to complain and a senior agent has still not contacted me as they promised.

      Business Response

      Date: 04/08/2022

      Business Response /* (1000, 10, 2022/07/28) */
      Customer has been contacted. Apologies for the delay in following up as the customer did initially contact us weeks ago.


      Consumer Response /* (2000, 12, 2022/07/29) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Business contacted me and we discussed the issue.

    Loblaw Companies Limited is NOT a BBB Accredited Business.

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