Liquor Control Board of Ontario [LCBO]
Reviews and Complaints

Hello,

LCBO store receive a limited amount of Food & Drink magazines from the head office. I would assume this staff member was just frustrated that he continued to be asked the same question. Again, his reply was not up to our standards. Please contact the store directly and speak to the manager. OR contact HelloLCBO and file a formal complaint.

Cheers.

Hello,

It seems like you are flagged as a troublesome customer and / or rude person. LCBO staff usually flag, and file and report people like you via our DRV system. So that our Security team can take action as needed.

Please contact HELLOLCBO if you feel this is incorrect.

Cheers.

COVID-19 and your Shopping Experience
As we continue to navigate COVID-19, health and safety remains top of mind for us all. We follow the direction of public health officials to limit the effect COVID-19 may have on our people, partners, customers, and in our communities.

We remain focused on making it easy for you to find the products you’re looking to enjoy and explore, no matter how you shop with us, but this is not business as usual. We’re also asking for your help in supporting a safe shopping experience. Below you’ll find some updates and asks - we are grateful for your continued understanding and patience. We will continue to update our customers about any operational changes. Remember, the team at hellolcbo@lcbo.com is always available to help with any questions or information.

Do not shop if you are ill or should be self-isolating.
Plan your trip by making a list.
If you can, shop alone. If you bring your own reusable bag, kindly pack your own purchases.
Practice physical distancing and adhere to traffic flow markers throughout the store.
Whenever possible, pay with debit or credit to reduce handling of cash. Many financial institutions have increased the spend threshold for the tap functionality. This is a great option to reduce touching of pinpads.
Face coverings are mandatory in all LCBO stores unless you meet a provincial legislated exemption. Please plan ahead and bring your own mask.

Changes to the Shopping Experience

The LCBO has measures in place to protect staff and customers including:

Restricting capacity in accordance with public health guidance on capacities across the province.
Requiring customers to wear face coverings in all LCBO stores unless they meet a provincial legislated exemption. Please plan ahead and bring your own mask; LCBO will not be providing masks.
Increased cleaning and sanitization in our stores and warehouses.
Managing traffic flow within our stores to avoid crowding and marking points within the stores as guidance for staying recommended distances apart.
Plexiglass barriers at cash desks across our retail network.
As part of our Responsible Service Program, we have policies and procedures in place and in accordance with the law for the purposes of checking ID and public intoxication before serving customers. Thank you for your understanding and for removing your mask safely if requested to do so while visiting our stores.

Return Policy

Product returns dating back 30 days from your original purchase are being accepted by LCBO stores, accompanied with the original receipt. Each store has a dedicated returns station and all returns in saleable condition will undergo a disinfection and quarantine period of three days before resale.

Store Hours

Customers are encouraged to check the store locator feature, as their local store hours may vary.
There could be an instance when an LCBO store closes without notice or adjusts their hours and/or days of operation.
LCBO Convenience Outlets authorized to sell beverage alcohol are privately owned and business hours may vary.

Priority Access for Healthcare Workers

We are proud to join the retail industry’s appreciation of healthcare workers during COVID-19 by offering priority access within our retail stores.

Healthcare workers (which include all employees from hospitals, health care facilities, and paramedics) who present official photo identification of their role will be invited to take their place at the front of any line up outside of LCBO stores.

We continue to witness moments of kindness and community support in helping people stay home. If you plan to shop with us, consider offering to pick something up for a friend or neighbour and safely deliver it to them.

Be patient and kind to our staff, our security team, and each other. This is a stressful time for all of us.

Pick-Up & Delivery Options

Many of our customers are now shopping on LCBO.com. Unfortunately, shipping by Canada Post to homes and post offices is no longer available, but we offer these convenient delivery options:

Same-Day Pickup: Place yourorder online and pick it up in-store the same day at select stores across the province.
Deliver to store: Shop online for delivery to the store of your choice (delivery takes 5-14 days) and pick up your order at your leisure. Visit lcbo.com for the services available at your local store.
Curbside Pickup: Simply order online at one of the stores offering Curbside Pickup, and we'll bring it right out to your car.

Learn more about our delivery and pickup options here.

We’ll keep you informed as we explore additional delivery options for the future. Thank you for your patience and understanding.

Changes to Events

All LCBO and Vintages in-person events have been cancelled for now.
We are bringing you exciting Virtual Events; check LCBO.com or our Facebook page often for updates.

Confirmed cases amongst LCBO Team Members

As part of our commitment to transparency with our people, partners, customers and communities, and out of an abundance of caution, the LCBO provides updates on confirmed COVID-19 cases amongst individuals who are LCBO retail team members. Click here for details. When we are informed of confirmed cases, we will take appropriate action immediately, which may include temporarily closing the store for additional deep cleaning, contacting all impacted employees, and connecting with local public health officials. Sharing these updates is not intended to imply workplace transmission. Should we receive direction from public health officials, including specific notification required to our customers, we will act immediately and accordingly.

Hello,

This is a beer store issue, NOT and LCBO issue. The Beer Store moved to a new warehouse in Bolton, and due to this delivers have been backed up. Please contact the beer store to voice your displeasure.

Regards

LCBO Support Team

As we continue to navigate COVID-19, health and safety remains top of mind for us all. We follow the direction of public health officials to limit the effect COVID-19 may have on our people, partners, customers, and in our communities.

We remain focused on making it easy for you to find the products you’re looking to enjoy and explore, no matter how you shop with us, but this is not business as usual. We’re also asking for your help in supporting a safe shopping experience. Below you’ll find some updates and asks - we are grateful for your continued understanding and patience. We will continue to update our customers about any operational changes. Remember, the team at hellolcbo@lcbo.com is always available to help with any questions or information.

LCBO’s workplace COVID-19 vaccination and testing policy

As part of our ongoing commitment to keeping the LCBO a safe place to work and shop, and supporting our local communities, we have introduced a mandatory COVID-19 vaccination and testing policy. As of October 30, 2021 all LCBO employees and anyone performing work in our retail stores, warehouses, and offices across the province will be fully vaccinated against COVID-19 or will undergo regular rapid screening.

Ontario’s vaccine certificate system for non-essential activities does not apply to in-store LCBO shoppers.

Confirmed cases amongst LCBO Team Members

As part of our commitment to transparency with our people, partners, customers and communities, and out of an abundance of caution, the LCBO provides updates on confirmed COVID-19 cases amongst individuals who are LCBO retail team members. When we are informed of confirmed cases, we will take appropriate action immediately, which may include temporarily closing the store for additional deep cleaning, contacting all impacted employees, and connecting with local public health officials. Sharing these updates is not intended to imply workplace transmission. Should we receive direction from public health officials, including specific notification required to our customers, we will act immediately and accordingly.

We’re committed to building thriving communities. Thanks to our extensive network of more than 660 stores, our committed employees and our generous customers, we offer registered charities a powerful platform for fundraising and are helping to make a real difference.

Our charitable partners have a strong track record of making meaningful impact across Ontario’s diverse communities. We focus our efforts on in-store and online campaigns working together with partners like Women’s College Hospital Foundation, Evergreen, United Way, MADD Canada and Ontario Children’s Hospital Foundations.

In 2021, our people, communities, and partners faced unprecedented hardships. Since Spirit of Sustainability’s mandate is to meet the greatest needs of the people of Ontario, here’s how we pivoted to address changing urgent needs.

Hello,

You should always call a store ahead of time, as our website is updated only once every 24 hrs.

Cheers. LCBO

Hello,

Is the LCBO a Hotel?

Cheers,

I have encountered a similar situation at another big retail store and was told same thing they don’t participate in the scanning code of practice. I thought it was store wide in Ontario and to be adhered to irregardless. Apparently stores such as the LCBO and Staples can opt out of this safeguard which is not proper. It should be one and all.

Hello,

The LCBO will honnor a incorrect bin tag.

Cheers,

COVID-19 and your LCBO shopping experience

As we continue to navigate COVID-19, health and safety remains top of mind for us all. We follow the direction of public health officials to limit the effect COVID-19 may have on our people, partners, customers, and in our communities.

We remain focused on making it easy for you to find the products you’re looking to enjoy and explore, no matter how you shop with us, but this is not business as usual. We’re also asking for your help in supporting a safe shopping experience. Below you’ll find some updates and asks - we are grateful for your continued understanding and patience. We will continue to update our customers about any operational changes. Remember, the team at hellolcbo@lcbo.com is always available to help with any questions or information.

COVID-19 and your LCBO shopping experience

As we continue to navigate COVID-19, health and safety remains top of mind for us all. We follow the direction of public health officials to limit the effect COVID-19 may have on our people, partners, customers, and in our communities.

We remain focused on making it easy for you to find the products you’re looking to enjoy and explore, no matter how you shop with us, but this is not business as usual. We’re also asking for your help in supporting a safe shopping experience. Below you’ll find some updates and asks - we are grateful for your continued understanding and patience. We will continue to update our customers about any operational changes. Remember, the team at hellolcbo@lcbo.com is always available to help with any questions or information.

Returning Products to the LCBO

What is the return policy of the LCBO?
Customers may return any product (except gift cards) that is in saleable condition (including Vintages products and beer purchased as a Regular or Specialty Customer Sale) to any LCBO store provided it is accompanied by the original receipt within thirty (30) days of purchase. The Customer will be refunded in the applicable tender as used for the purchase (i.e. debit/cash purchases returned as cash, credit card purchases returned to original credit card, gift card purchases returned to a gift card, all mobile or near field purchases will be returned to credit card of origin.)

UPDATE TO POLICY IN RESPONSE TO COVID-19: Each store has a dedicated returns station and all returns in saleable condition will undergo a disinfection.

All product returns require the customer’s name, address and telephone number and the customer’s signature to acknowledge receipt of the refund. Customers returning product must also show valid, government-issued photo ID to verify their identity. If a customer does not provide this information, the return will not be processed (see “Collection of Personal Information” section below). The return to stock policy was updated November 2016.

Refunds will not be provided to returns without a receipt.
Gift Cards are final sale and are non-refundable.
Please see: LCBO Customer Privacy Policy.

What does saleable condition mean?
The product must be in good condition (unopened, label intact, etc.). When making a return, bear in mind the length of time since the product was originally purchased. Some items such as wines and cream liquors deteriorate with age.

Do I need a receipt?
Yes. Valid proof of purchase must accompany all returns of saleable unopened product.

Will I get back what I originally paid for the product?
Due to currency and taxation fluctuations, prices of LCBO products do change. If the price changes between the time you purchased a product and the time you return it, you will receive the amount indicated on your receipt within the 30 day return period.

Can I return a delisted product?
When the LCBO decides to stop carrying a product, its price is decreased to enable the LCBO to clear remaining inventories of the product. All delisted products are final sale unless the product is defective. If you have purchased a defective delisted product, you may return it to the store for a full refund.

Is there a limit to the number of products I can return?
There is no limit to the number or value of products which may be returned at any given time as long as items are accompanied by original receipt within thirty (30) days of purchase.

What is the procedure for returning VINTAGES products?
Products recently purchased from VINTAGES stores or VINTAGES corners may be returned to any LCBO store for a full refund when accompanied by the receipt. VINTAGES returns must adhere to the same conditions as regular returns. However, due to the fragile nature of many VINTAGES products, the store manager may wish to consult with the VINTAGES Purchasing Department before approving the refund. VINTAGES continually changes its product list - a receipt enables the manager to determine quickly if the product is current.

How do I return a defective product?
The LCBO Quality Assurance Department is committed to ensuring the highest quality beverage alcohol products are available in LCBO stores. All products sold at the LCBO are laboratory tested before appearing on store shelves. With yearly testing, products are continually monitored by our lab even after they reach our stores. By bringing a problem to our attention, you are assisting the LCBO in maintaining these high standards.

If you feel you have purchased a defective product from the LCBO, you may return the product to any LCBO store for a full refund, without receipt. The store employee will collect the relevant information to investigate the product quality concern if necessary. If the problem is determined to be serious and widespread, the LCBO Quality Assurance Department, in consultation with the supplier, may order a product withdrawal across the
province.

Return of a faulty product must indicate immediate discovery and not be the result of improper storage. Defective returns will not be accepted when the majority of product is absent from packaging.

Policy for products associated with causing illness
Occasionally a customer may feel a product was responsible for illness. In such a case, return the bottle and remaining contents to your local LCBO store as soon as possible. The store manager or designate will collect the relevant information and forward to Quality Assurance to investigate and take appropriate action.

Collection of Personal Information under the LCBO's Return Policy
The LCBO collects name, address, telephone number and signature when products are returned, both for fraud prevention purposes, and to communicate with customers regarding any health or safety matters in cases of defective or recalled product. Photo ID is requested in order to verify the collected information, and will not be recorded.

This personal information is collected under the authority of the Liquor Control Act, Sec. 3(1)(n), R.S.O. 1990, c. L. 18. Questions regarding the collection may be directed to the LCBO’s FOI and Privacy Office at [protected].

For more details visit our website at www.lcbo.com.

Hello, Sometimes employees are super busy, but we should always approach an customer and ask how they can be helped. I am super sorry this happened to you. I would suggest contacting the store directly and letting the manager know how this CSR did not act to the standards we strive too at the LCBO. You can also contact https://hellolcbo.com/ and file a complaint directly. I assure you it will be dealt with. I am sorry this happened to you.

Cheers,

LCBO

Hello,

Please return all the bottles you found not to your satisfaction. You will be fully refunded.

Cheers, ,

LCBO

Sounds like a product defect on the side of the distributor. You are welcome to return this product for a full refund. Please contact https://hellolcbo.com/ for more details, or the store directly.

Cheers,

LCBO