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Business Profile

Grocery Store

Metro Ontario, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

This profile includes complaints for Metro Ontario, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Metro Ontario, Inc has 8 locations, listed below.

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    Customer Complaints Summary

    • 19 total complaints in the last 3 years.
    • 7 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:01/05/2025

      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.
      ********* ******** **** ****** **** ** ******** ** ***** ******* ***** **** ****** ****** ***** ********** ** *** ***

      Complaint:
      On April 30, 2025, I placed an online grocery order through Food Basics' website, which utilizes ********* for order fulfillment. The estimated total was approximately $179. However, my bank account was charged $206.44. Shortly after, the order was unexpectedly canceled.

      I contacted Food Basics customer service and was informed that since ********* handles their online orders, they needed to reach out to ********* to inquire about expediting the refund process. After multiple follow-ups, I was told that the refund could not be expedited and that it would take 5 to 10 business days to process. This delay means I will not receive the refund until May 7, 2025, leaving me without essential groceries due to their error.

      This situation has left me without essential groceries and without the funds to purchase replacements, causing significant hardship. * **** ** ************ **** * ******* *** ******** ***** *** * ******* *** ******** *** **** ***** *** ******* ********** **** *** ***** *** ** ***** *****

      Resolution Sought:
      I am requesting:

      1. An immediate refund of $206.44.


      2. A formal apology for the inconvenience caused.


      3. A review and amendment of their refund policies to prevent similar situations for other customers.

    • Initial Complaint

      Date:24/02/2025

      Type:Sales and Advertising 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.
      happened today 2025/02/24

      they had a sale on **** **** 6 pack bottle no where in the flyer nor in the fine print did it say 8 is the limit tried to get 28 and they would not do it. kept arguing there is a limit and they reserve the right to put a limit on them. again no where in the flyer does it say they reserve the right to put a limit on them.

    • Initial Complaint

      Date:12/03/2024

      Type:Product 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.
      Jan 15, 2024, I placed an order to Metro online for delivery with 110$ in *** *****, and the remaining 23.79$ on my ****. The order was only partially delivered, with most items missing. Almost two months later, I finally got my **** refunded, but they wont refund my *** *****. They gave me a $50 and a $25 credit to Metro, BUT I CAN ONLY USE ONE PER ORDER, ***. There's a minimum online order amount of $50, so the $25 credit is useless. At this point, I just want my *** ***** back, this is ridiculous. Or just refund the amount back to my card. ** **** **** *** ***** ****** ** **** ** ****** *****

    • Initial Complaint

      Date:30/11/2023

      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 placed an order online (order ********) and was given a price of 123.42 on November 28, 2023. Today when I checked on my order, the order is now priced at 149.79. I called to address the issue and the agent ***** I spoke to said there was a price change today and they could not do anything to adjust it. * **** **** ** ** * ********* ******** ******** *** * **** ** ************ ** ****** *****

    • Initial Complaint

      Date:15/02/2023

      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.
      1) Order # ******** was scheduled for Jan. 28, 7-8pm slot. The driver did not show up or call. I called on hold for 1 hour and nobody answered. I then got a call at 10pm saying the driver would not be delivering - It got too late and he decided to go home instead of delivering the rest of the orders. I attempted to escalate over a week period and never received call backs until the 5th time. **** *** ********** ************ *** * ******* ** **** **** **** * *** *** ****** 

      2) Order #******** was scheduled for Feb. 12, 11AM-12PM slot. The driver dropped the groceries on the porch in the sun at 10AM without calling or notifying he was early.

      3) Order # ******** was scheduled for Feb. 15, 3-4pm slot. I got a missed call from an unknown caller at 2:30pm. No voicemail was left. I called back and nobody answered. I called the Metro customer service line and they advised me the order had been canceled with no reason. I called the store it comes from (Scarborough & Eglinton) and they said the driver was early but because I didn't pick up my phone he left and won't be delivering the groceries. **** ***** ** ***** * I had a scheduled time and was home and available during that entire time slot.

      Issues:
      - New delivery team continues to not show up and deliver the order as scheduled leaving us without food.
      - The Metro escalation process for a supervisor does not work (the agent has to put in a form requesting a supervisor call in 24-48 hours, but nobody ever calls). They are unable to transfer you directly.
      - I've pre-purchased and paid for a 6 month delivery subscription. I require a refund for the remaining/unused months. Obviously, ordering groceries that do not show up (or are left to spoil on the porch) cannot continue. They are also not fulfilling their terms of service associated with the purchase of the prepaid delivery subscription - to provide scheduled grocery deliveries.

      Purchase Price: $69.99+tax
      Valid: Dec. 8, 2022 - June 8, 2023

    Metro Ontario, Inc is NOT a BBB Accredited Business.

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