Real Canadian Superstore
Reviews and Complaints

This has been going on since they changed the program to Optimum points. I call every thursday as I can't log on. I've changed my password many many times, I call every thursday just to get them to load my card. This is not what I would call a RESOLVED issue. I get a email saying problem is solved if I change my password again. I should not have to phone every thursday to get my card loaded. My cache gets emptied every 2nd. day. I use google chrome and have a newer computer. I've had technicians come to my house and they all say "It's a Superstore internet glitch that they obviously can't handle.

Hi

I have been buying this juice for the last 10 years at the Grandview Vancouver store.
Today I was told that you do not carry this juice anymore. Why? I am 75 with diabetic and this juice is about the only one I can drink. Please bring it back. It is in a 1.89 liter bottle. Do you carry other unsweetened grapefruit juice I don't know about?

Thanks

While shopping with a friend, we were looking at the cosmetics in the Real Canadian Superstore on Confederation Drive in Saskatoon. One of the products I purchased was eyelash adhesive. After arriving home, I found out there was no product in the packaging. I was frustrated as I spent over $135, only to find out I spent almost 20$ on empty packaging. I can now no longer complete the look I was hoping for.

I frequently go to the Superstore beside the Scarborough Town Centre, week day evenings after work. Sometimes I am just picking up a couple of items so of course I want to use the Express Checkout line so I don't have to wait behind people that are doing a big shopping. But most of the time the Express Checkout is closed. In fact usually in the evenings only two cashiers are working. Because there are not enough cashiers people are also lined up at the self checkout machines. So I guess us customers just have to suck it up and wait forever! Whatever happened to customer service? You would have the Express Checkout open all of the time if you were really interested in serving your customers! This wouldn't bother me so much if I was at a No Frills Store, but the Superstores are supposed to be your premium stores? You need to employ more people! You are losing me as a customer as a result and I am now going to grocery stores where I know I don't have to wait forever to checkout because they are properly staffed.
Dave Heath

Last week I bought a bottle of Bailey's French Vanilla creamer from the Superstore on Gateway and McLeod in Winnipeg, MB. This morning I went to use it in my coffee and it was curdled. I looked at the expiry date and it expired on March 16, 2018! Why was it still on the shelf in May? I cleaned out my purse two days ago and threw away my receipt so I can't return it now. So not impressed.

My complaint is due to a worker on May 29th 840 am. I have 3 children so I always use click and collect mutiple times a month. I'm very much a reoccurring customer. I have 2 sick kids in my van so I drove a bit early (20 mins) for my 9 to 11 pick up time. I was prepared to wait my time but called to let them know I have arrived. The lady who answered was incredibly rude to me on the phone. I stated I was early and it was no problem to wait. She replied with well your waiting because your time isn't 840 it's 9 and I haven't even stapled any receipts it's all a pile of paper. I said okay I understand that's okay. Then she said we will bring out when we can and hung up. I'm incredibly insulted. I have no issues waiting and don't appreciate getting hung up on as if I'm an inconvience to her for simply calling to say I have arrived early. I did not demand my groceries to be brought out I was willing to wait. I dont plan on using this service again which is sad as it was very handy for a mom of 3.

12350 137 Ave NW, Edmonton, AB T5L 4X6
Date of Incident : May 26, 2018

On May 23 I purchased items for the total of $220, the free item for the purchase of over $250 was a fan. As I was missing $30 to get a free item I told the cashier I will be taking some more stuff to sum it to $250 but she told me that I can come within one week and to the rest of the purchases and they will combine the receipts. So today I went back did over $80 purchase. First the person at the customer service was rude and walked away, then the Manager Rima was very rude, even said that we don't know how to read. She admitted that the cashier misinformed us but she would not do anything about our lost as people like us are abusing of free stuff! She was even degrading her own staff by saying she is new, her English is bad! I am not a person who complains but this is the first time I met a manager who has such bad attitude and customer service. When I said I am not coming again, she responded, OK.

My desirable resolution is an apology from the said person and I leave it to the company to take appropriate action so you don't lose more customers like me.

Every 2 weeks, for months now, I use the Real Canadian Superstore's click & collect on-line grocery shopping at the 1301 Lougheed Hwy, Coquitlam B.C. location. This is a great convenience for me as I have stage II brain cancer and cancer fatigue, I'm often challenged to walk around inside a Superstore and grocery shop. Tuesday morning I was taken by ambulance to my local hospital's ER with cancer related issues, I was there for 3 1/1 hours, having many tests done on me. I was told by the ER Doctor to go home and rest. I rested for the rest of this day, all day Wednesday and then was able to sit on my couch Thursday and grocery shop on-line. Thursday morning, I completed my on-line grocery shopping and my total was $431.48. I always choose the same pick-up time for Friday 3:00-5:00. Friday afternoon at 2:45, I checked my grocery list and saw that there was 3 items not available (this is somewhat usual), and my new total was now $374.47 (without these 3 items) this told me that our grocery shopping was done within their store but I hadn't received an email to confirm. I called their #[protected] and chose option #1 for picking up an order. I spoke to Thomas, he asked for my first & last name, he asked me to wait a second, but he then told me there was no order showing for me. He asked my first & last name again, spelling it for him, and re-checked, and again, no order showing for me. I told him that when I checked my own list on-line, it showed me 3 items missing, and a new total. How can someone in their store have completed my grocery shopping, and give me a new total, and now there is NO order for me to pick up? Thomas said he didn't know why. I told him to please talk to his manager and call me back, I gave him my home # and we ended our call. Soon after, I got a call back from their Click & Collect Manager, named Dig (spelling ?). Dig also told me the same thing, no order for me to pick up. So I asked Dig if I'm going to be getting my groceries at all, and he said no. He then told me to call their customer service number and they'll be able to tell me what happened with their system. By this time is was close to 4:00, I called the number given to me and was promptly put on hold. At this point, I hung up and my husband and I were forced to go to a Superstore location close to us, 3000 Lougheed Hwy Coquitlam (this location does not offer the on-line click & collect). This took a total of 2 hours and when we got back home I was so exhausted, both my husband and son had to unpack and put away our groceries and I had to go lay down. I am very angry that because of a computer glitch with Superstore, I had to put my health situation at risk and was forced to go grocery shopping inside a store. In the end our total was $445.65 ( with using $20.00 in rewards points). Although I can't be compensated for my extreme fatigue, I would like to ask for a refund of the $445.65 as compensation for putting my health at risk. Thank you for you time and attention to this important matter.
Kind regards,
Mary Lou Bird
p.s. My receipt code #[protected] 01526 and store#01526 time at cashier Brandon #261 was 18:24

Since the item was on sale we purchased the above today May 19/18 at the Mcphillips st Suerstore. Once arriving home and unpacking the tightly taped box it was discovered that the item had been used. There was a thin white film line through the inside of the opening where you add items to be cooked. There was not any protective plastic anywhere on the item again prompting me to assume the item had been opened and used before. How can you shelf and resell a used item and not inform the customer of this? I would not have purchased this item had I known it was "used". Now I have to bring this item back to your store (do staff not thoroughly check over returned items? Is there not any due diligence on your part?) find parking, and go to customer service.
I am appalled that this item even went back on the floor to be sold.
Truly disgusted and dissatisfied with your company.

To whom this may concern,

I was out with my husband and Infant on a regular weekly grocery shopping trip to our local Superstore (located by Weston and 401). On our way out we waited for the elevator when one of your staff pushed a trolly filled with bins of groceries next to our cart (4:50pm). He then stated that we could use the escalator. We told him that we have a baby in the cart and the sign next to the escalator clearly states that we cannot go on there with the baby. The staff then goes on to say, "Oh ya!" My family gets onto the elevator, the staff quickly boards behind us and pushed the troller right into our cart with our baby aboard. The staff did not say a thing. So appalled by his actions I said. "You can say sorry you know." He then said sorry, looked over at the baby and sarcastically said, "Oh! He looks so terrified." I am quite upset and that horrified at this service. He could have seriously hurt someone. If the car seat tipped over and the baby got injured this could have been a lawsuit. We love the convenience of shopping at Superstore, unfortunately, with this type of service I truly am not sure if I look forward to coming back. I really do hope you plan to provide the appropriate training required to educate your staff on how to deal with customers or honestly you will have less off them in no time.

Linda Tat

Hello,
I would like to express my frustration in purchasing a product off your shelves not more than a few months back that had a coupon inside for a future purchase. Unfortunately the coupon had already long expired!
The product was an Andalou Naturals mosturizer purchased not more than 2-3 months ago. Of course I do not keep receipts for such things and this was the first time ordering this brand of product that's how I know approximately when I purchased it. The coupon expired in June of last year!

Today I visited superstore gas station store -01742 and Associate Gurpreet Singh was working at gas station. I am really upset with his bad attitude and aggressive way of talking with me. I did some inquire from him and he was giving excuses and didn't gave me right information. This is a poor customer services. I will avoid any services from superstore in future.

I've been ordering from Superstore Click and Collect for over a year now and never really had any major issues, however, I picked up an order at the Signal Hill Superstore in Calgary on Saturday, May 12th and had a handful of problems!

First off as you can see by the pictures, I bought fresh ravioli that they gave me with the same expiry date as the day I picked up my order with a 30% off sticker. As you can see, I opened it and there was mold all over the ravioli! I had to go to work and did not have the time to return it. I think it's terrible they chose to unload that on me when I'm expecting to receive FRESH items when using click and collect. I was not aware I had to make special instructions for the shoppers not to pick moldy expired products for me.

Secondly, when I called to pick up my order, the guy on the phone asked if I wanted to put it on the card on file. I said no, I would like to pay debit. He repeated again "so..card on file?" I said no I would like you to bring out the debit machine which they have always done in the past at the other location where I frequent the most. When the lady brought out the order she handed me the receipt and when I asked where's the debit machine, all she said was "Well, it went through". I said I did NOT want card on file and she just looked at me and said it went through sorry. Whatever, I wasn't going to argue I guess...

Then as she was handing me the bags to load into the trunk she had almost two full boxes of frozen goods that they didn't bag! I said "did you guys run out of bags too?" She said "yeah I don't know" and proceeded to unload over 12 large frozen items loosely in my trunk. I couldn't fit them in the other bags if I tried because those were already stuffed so full they were on the verge of breaking. Long story short, I had 2 young children in the car and now a ton of loose frozen items to haul in my arms back home along with the rest.

To top it all off, I chose to pick up on a Saturday and had to pay a $5 fee for the worst experience I've ever had with online grocery. No one was apologetic for making the mistake of going against my payment request or throwing 3 bags worth of loose products in my trunk. Then I go to make the $9 pasta the very next day and I see that it was already a day expired and moldy.

There's been many little hiccups I've had along the way with Superstore and just swallowed those but this is seriously the last straw. I would rave to family and coworkers how wonderful and convenient this service is but after this experience, it really does not seem worth it at all!

Today I visited the Real Canadian Superstore at 190 Richmond Road, Ottawa, ON. After shopping for a few items I proceeded to the Self Checkout and was prompted by new graphics on the touch screen. My complaint is regarding the new software or different setup. Change is good, but this change is senseless; non-descriptive and juvenile graphics, lack of text, and no direction. When I spoke to a nearby employee, they said there have been lots of verbal complaints. Is there an explanation or goal you are trying to achieve by switching the system?

I ordered online for the convenience, but at the end of the day it was not all that convenient. The service seems extremely disorganised and not very customer service oriented. When I got home and unpacked my order, one of the items was missing, and it was only a small order (9) items. So I called the customer service # the following morning to report, I gave all of the information and then I was promptly disconnected. I called back and gave all the same information over again and in the end I was told that a refund to my credit card would take 5 to 7 days. Very disappointing!

I used to shop at the Superstore in Whitby, Ontario every single week. I grew tired of the lack of stock, disorganized store and the click and collect kids literally pushing their huge carts in front of me while I was trying to look at something.

Today I figured I would try the Superstore again because I love PC products. I went relatively early in the day checking out just after 8am and the store was just starting to get busy. There were only 3 lanes open so there were people in front of me in line. I proceeded to unload my groceries into the belt and waited for my groceries to begin getting scanned. This is when I encountered the RUDEST employee I have ever had the displeasure of encountering in my life.

She didn't even say hi to me or ask if those were my groceries or if I needed bags she just abrubpty started scanning my items and throwing them onto the conveyor belt thing. I started putting them away into my bins and she got angry because I was taking too long. Lady, if you want to organize my groceries neatly in my bins be my guest. I bet you won't be any quicker.

My breaking point was when I kindly mentioned to her that I had a 24 pack of water bottles in the bottom of my cart and she very rudely told me "you have to bring that to me to scan I don't have a bar code". I have a bad back which was worsened from having to move the huge thing of water, next time..ask if I can bring it to you!

Her name is Joanne and I will be avoiding her if I ever decide to return to the superstore which at this point is unlikely. Longo's now has my business.

I bought the wonton wrap two days ago and was planning on cooking it today. I used the wonton wraps and cooked it only to find out that it was SOUR! All the ingredients that I used to make the dish was completely wasted and this isn't the first time that this happened! If the food is already spoiled, DON'T SELL IT! If you keep this up, all the customers will get sick from the food that you sell! Please always double check the food before selling it to the consumers! For such a big company, the regulations for your produce should be strictly regulated and I was very disappointed to find out that nothing was done to ensure the safety and freshness of the food!

I purchased a $50 visa card as a emergency card for my 16 year old daughter. Two days ago I called after school and asked her to pick up pita bread for me, when she got home she was very sad so I asked her what happed? She said momny I've never felt so embarrass in my life. She said she was with a friend because she only had one item decided to go to the self check out, where she was approached by a worker who was doing the self check out assistance. He had the audacity in this day and age in Canada mind you to ask my daughter " why did you use the self check out is it because that visa card isn't yours" why because she's black I'm absolutely disgusted by this behavior and that my child had to go through this!

The cash register is suppose to open at 8am and never opens on time at the Jo Howe location in Halifax Nova scotia. Today several women were waiting in a line up for the teller to open late as usual. The register person let a man cut in front of all of us. I told the staff person but he did not care that we were upset and continued to serve this man. I also told the staff person that i would be reporting the bad service and was told "you do that" have a nice day. I found him very condescending. staff person-- ryan number 238