Real Canadian Superstore
reviews and complaints

Service desk Employe, s working at other cash station, s and ignoring customer, s waiting at service desk this is not a one time thing it is a regular occurance and has been going on for year, s I have waited and waited for service and have left the store with out beening served This not about the girl, s that work there they are super .when this happened today i could not find the manager to complain this is only one time of many this is a real sore spot .I am one of your best customer, s and that will not change. But the service desk must have service at all time, s to stand and watch other customer, s get service and you are there before them is very unfair.

Bought a veg tray at half price. They charged me full price. Then they charge me for a salad dressing that was in the veg tray. I had my 4 year old grandson all buckled in and i had to drag him back in. They then wanted to charge me the half off. I have worked at sobeys for 30 years and we would of gave full refund and give the product to customer. Ashley waited on me and was very nice but when asked about it she said superstore doesnt do that. It not about the money its about the principal. I am a disappointed shopper.

September 25, 2017

Dear Sir/Madam:

Good day.

I went to a Real Canadian Superstore at 9711-23 Ave NW Edmonton Alberta Canada today dated September 25, 2017 to do my weekly grocery. When I was in the cashier I handed my PCPLUS card before paying to earn my first points. And in my surprise when I logged online at pcplus.ca it showed that I earned 0 points. To double check I looked at my receipt and there its says that "You could have earned 470".

This is just sad that I trusted one of your staff and she did not seem to care.

As resolution, I hope you can redeem my 470 points in my pcplus card.

Attached herewith are the copies of my receipt and pcplus card.

Hope for your immediate action.

Thank you.

Best regards,

John Joseph Balanaa

Hi there. Went into your Newmarket location to EXCHANGE not return a pair of jeans. I asked her to please put the amount onto a gift card and I would go browse at my leisure. She folded up the jeans and said "we dont do that". But that will refund it onto the credit card they were purchased with. I replied that I didnt want the money back. I just want to shop for something else and my husband and his credit card are not here. Nope. Wouldnt do it. So, I will now.drive home 20 mins...get his card and then after she refunds my money...Ill go spend it somewhere else. And although I love Joe Fresh...wont be back. Not very good customer service

We went to fill our gas up today at around 12:00 with a White BMW X5 M we needed to fill the fuel quickly and I asked for Premiem Fuel but no she said many times that it was premium, but instead it was on regular and that wasted 20 minuets of my time. I do not like your service at all I hated it please train ur staff and if not possible hire someone with experience feel free to call and ask any questions at [protected] Sumit Om Pathak.

I finished paying at 2:31pm, noticed bagel price was incorrect on the reciept- went to customer service. I was the only customer there and the clerk (Anisa) gave me one look, turned away without saying anything and answered the phone. I put two bags of 8 bagels on the counter (16 in total) and the Anisa came over. I told her that the sign did say 'buy 8 @0.25$ each', and without checking she insisted the bagels are 0.50$ each. I told her I'm sure the blueberry bagels are 0.25$ each when 8 are bought, and she called for a price check from the bakery section- she asked for muffin check. A male employee went to check the muffin price and said in the speaker that it's 0.50$ to which I said no I'm sure it's 0.25$ but at that time I didn't know he was looking at the muffin price. The male employee sent a bakery employee to check now, and at this time another customer had come to customer service. Anisa proceeded to help that customer while I waited a few minutes for the bakery employee. The bakery employee came to customer service and that was when they realized Anisa sent them to check the wrong product price. Anisa didn't apologize for her mistake and asked for the male employee to come out, and when he did he said Anisa sent him to check the muffin price. When the bakery employee and the male employee were pointing out that Anisa made the mistake, Anisa was not paying attention to them as she continued to help the other customer. I asked the bakery employee if the bagels are 0.25$ each (bought in 8) and the bakery employee agreed. The bakery employee walked away without letting Anisa know the bagels are 0.25$each. Anisa helped the other customer for about 10 minutes before helping me again. Again, Anisa insisted the bagels are 0.50$each, and I asked her to call the bakery employee back out again. Anisa didn't call for the employee, asked for my receipt, but I had given it to her at the beginning; she misplaced it. I asked her to reprint my receipt, and she called for someone else to come. The supervisor came and printed my receipt, corrected the price, and paid me back the difference.
The entire experience at the customer service took about 20 minutes, I left the store at around 3pm. Anisa was unorganized and she didn't apologize nor thank me for my patience afterwards.
I'm very disappointed at Anisa's behaviour in the customer service area.
I hope there will be correction made.
Thank you

Unbelievable Superstore Click & Collect Policy:

Below is my complaint correspondence with a Superstore customer service agent named Paige. She actually says that the pricing overcharge is because I had ordered on a Thursday and that the fix is that I stop shopping on Click & Collect on a Thursday.

Through click & collect I was overcharged on four separate items! 1) Limeade: Limit 4 @ $1.00 each, ordered 4 but charged $5.00.2) Maxi Overnight Pads: Limit 4 @ $7.98 each, ordered 1 but charged $10.98.3) Cascade Action Pacs: Limit 2 @ $17.98 each, ordered 1 but charged $21.98.4) Doritos Nacho Cheese: Limit 4 @ $2.77 each, ordered 4 but charged $12.72. Overcharge total: $9.64! I've already complained regarding this overcharge, I was contacted by "Deg", who said he was looking into it. It's been more than several days now, no call back. This is EXTREMELY frustrating! I'm simply trying to get a resolution on this, but I'm getting nowhere.
—
Dear Kevin,
Thank you for contacting Superstore Click & Collect.
We understand the pricing on order [protected], when you placed your order was different from when you picked up your order.
We sincerely apologize for the inconvenience and frustrations this has caused.
If you are placing an order outside of the current flyer week then you may not see new flyer pricing until the day before new flyer starts. New flyers and effective prices start on a Friday. All prices will be calculated using the current in store prices when you pickup your order which includes any flyer prices available at the time you pickup your order.
As order was placed the day before the new flyer prices changed, you were charged for the pricing on the items the day of your pick up, however, we have provided you below with a $10.00 voucher code to accommodate the pricing the inconvenience and frustrations this has caused.
Voucher Code: SV0-BR2Y-KKKX-PG4R
Please be advised, this voucher code cannot be combined with any other coupons, is not redeemable for cash and cannot be applied to previous purchases.
If you have any other questions or concerns please feel free to contact us again. Your reference number is [protected].
Sincerely,

Paige
Click&Collect eCommerce Customer Support [protected]
—
Hi Paige,

Thank you for your response and the $10.00 voucher to refund my overcharge.

However, I'm still completely confused as to how this pricing discrepancy occurs. When I place my order, as I had on a Thursday, shouldn't I be charged the prices that are displayed during my shopping visit on the Click & Collect web site? Am I supposed to research the next day's price that will be implemented at the time of pick up and ignore or not know the price of an item while I'm shopping? I always pick up my order on the following day, so how do you suggest I avoid any future problems of this nature? Is it that I don't ever shop Click & Collect on a Thursday?

Sincerely confused,

Kevin
—
Dear Kevin,
Thank you for taking the time to contact Superstore Click & Collect.
We sincerely apologize for the inconvenience and frustrations this has caused.
To ensure you receive the flyer pricing, we kindly suggest ensuring your order is placed before the new flyer begins on the Friday. As you stated you place your order the night before, if you place your order on Wednesday, for example, and picked up on the Thursday, you are guaranteed the flyer pricing that appeared when you placed your order.
Please let us know if we can provide any additional assistance. Your reference number is [protected].
Sincerely,
Paige
Click&Collect eCommerce Customer Support [protected]

The store recently had a promotion on cat food with multiples of 10. I took 120 cans and then had to watch the cashier SCAN EVERY SINGLE CAN.
This policy tells your cashiers that they are TOO STUPID to count to 10 or 20 or god forbid I had 30 of each kind.
This was humiliating to watch and I will never suggest anyone work for you.
If you want to compete with Costco I suggest you fix this cause I can buy there by the case in a second... but I try to buy Canadian.
Also next door Pet Smart had the same deal. The only reason I didnt return all of yours to you was to not humiliate one of your employees AGAIN.
So when I need large quantities Ill think twice.
THIS FORM {CATAGORY?} IS GARBAGE
Sincerely
Cathy McNeal

I picked up an order today and I am missing half of it. This is not the first time it has happened either. I received a half [censored] apology from them. It seems that I always have an issue. They substitute items for 2 or 3 times the price and dont tell you. I feel like a recieve 2nd rate service because my Dad is an employee there. When they have free items through click and collect I never get them. It is unacceptable that these issues keep happening.

So I get my birth control shot from the pharmacy in Windermere, and the last time I was there, they asked if I wanted a reminder for my next shot. I agreed and then suddenly I am having my period... so I called the pharmacy to check when my shot was due and they said they filled the script August 15, 2017. Today is September 8. I received no notice. Birth control is extremely important in my life. THIS IS MY LIFE WE'RE TALKING ABOUT.
I couldn't be more upset about this. I am considering contacting my local news station. This service is horrible and I'll never ever recommend superstore to anyone now. I can't even believe this. This is my life.

I went to the superstore on Portland Street, Dartmouth on September 2017, I bought a ps4 for my son's, went through the cash paid for the product then was directed to pick my item up at customer service, then after then searching they tell me there is none and I will have to go to another store, I did ask if they could get one to come there, they said no but I'll call a store to see if they have them, needless to say I had to go to Bayer's lake one which was an hour drive there and back. I'm very disappointed that I already paid then refunded then had to drive so far. I could understand doing this if I hadn't already paid for the item. Thank you for taking the time to read
Christena bowser

I visited your Kingsway store today and received the worst customer service of my life. I was attacked by another customer who I later found out was an autistic 11 year old ( who was both heavier and taller than I am, I'm a 31 year old woman). She tried to break into my car in the parking lot while I was in it and after I saw her and her mother (who was on the phone doing nothing to help) walk away I proceeded to go into the store to tell the staff what happened and get my groceries (because superstore is great, right?) After walking in I saw the girl try to break into my car again so I put on my panic button and she saw me at the front door. She followed me in and in front of multiple superstore staff and the manager she proceeded to punch me in the head, slap me and push me. As I was trying to get away I actually had to start screaming. "Can someone please help me" because every person there just stood and stared. THEY DID NOTHING. After yelling for help an older woman who worked there asked what was going on and then the girl slapped the cash tray out of the woman hands and started storming around the store. The manager (who I assume was the manager) still stood there doing NOTHING. This girl proceeded to walk through the store and on her way slapped two other customers in the face, walked rough a couple aisles and came back towards me to try to hit me again and he stood there AND DID NOTHING. I looked at the guy working the phone kiosk and he said I could hide in there and he'd block her (he was literally the only person who helped me). There were also a couple families by the front door and one dad told me he'd be helping me too if this girl hadn't already tried to hit his kids too. Meaning she had already been in there and NOBODY DID ANYTHING ABOUT IT!?! At the point that she came back and tried to hit me again I told the manager if he didn't get her out of the store I was going to call 911. He finally blocked the door off and then I tried to tell one of the customer service ladies what happened in the parking lot and told her I was afraid to go back out... she tried to tell the manager what I had told her and he said NOTHING. He didn't ask if I was okay, he didn't ask me what happened, he just walked away.

This is the worst experience I have ever had. What kind of staff watches someone getting punched in the face, stops what they're doing and just watches? That is so messed up.

I regret buying any groceries there but I was too scared to go back out to my car so I might as well get what I came for. In the time I was in there (2 hours) not one single staff stopped and asked if I was okay.

I've called multiple people and told them what happened and were all in agreement that theres no way to stop an interaction between you and a mentally ill child but the fact that your establishment did nothing to help me, or anyone else in there is the worst.

If this email, along with this display today falls on deaf ears I'll attempt to go somewhere else to see that this is sorted out. http://www.injuryclaimcoach.com/retail-store-negligence.html

Your company and its people should protect its patrons when they are in the store and your Kingsway staff had 0 interest in helping.

I have loved superstore up until this point but after this Im not going to support any of your stores, i have never felt more disregarded as a customer.

I visited Superstore (85 Steeles Ave W, Brampton, ON L6Y 0B5) 2017/08/26 and saw some items on good prices. I took them to cashier and asked if I went home and changed my mind, can I return them. Mid-aged female cashier confirmed yes I can, as long as I have the receipt and original packaging/good condition/unused.

I came back one week later on 2017/09/02 to return (2) items - Completely unopened, factory sealed. At the return counter I was advised that the 2 items are clearance, and final sale. I expressed that I did not know, I verified with the cashier if I could return them before buying them. I can only assume the employee knows her store policies and I believed her. I did not read the fine-print on the receipt after my purchase….

I asked to speak to a manager, they brought somebody for customer relations (African American male with long dread locks, wearing a blue shirt, but no name written on his shirt). He listened and understood my story. He spoke to another manager on his store phone but then refused the return. In the meantime, there was another mid-aged lady, south Asian, who seemed like she was the head of the customer service (also wearing a blue shirt, without name written). She kept coming in-and-out of the conversation stating they don’t return clearance items, its final sale. I felt like she was giving me attitude constantly.

I asked to speak to the manager next in charge. A mid-aged male individual came to speak to me. After expressing my story, he said my story sounds like an excuse he hears all of the time. He refused my return and stated he does not believe his cashier made a mistake; and the policy is written on the receipt. He spoke to the customer service lead once again and again refused my return. I advised to speak to the employee if she’s working today. The cashier lead stated “well I can’t bring her from home if she’s not working can I?”

I asked politely for everybody’s names so I can express my concern to head office. The 3 people I had talked to (i.e. the “store manager”, “customer service lead” and the “male with dreads” refused to tell me their names. The “store manager” pointed out one of his employees and told her to write down the head office number from the store flyer and disregarded me afterwards.

After walking away from the return counter, I approached a random employee who had not witnessed anything - and asked for the “store manager’s” name. He advised that male’s name is “Roan”. He is the head manager for today, but the actual GM of the store is “Christina”

After today’s experience, I feel I’m being deceived by superstore employees. Apparently I was given wrong info then refused the return. Then anybody who helped me, refuses to acknowledge they helped me as they don’t want to give me their name – they walk away. I will definitely be bringing this up with the Store Manager and going public with this until this situation is rectified. The original cashier had made a mistake by giving me wrong info, but the fault is assigned to me and my money is being wasted.

I want my full refund. I want this situation to be rectified based on my wasted time/gas/effort and the embarrassment I felt as i will never shop at this store again.

Hi I've just been into the superstore in kelowna BC 2280 baron road and I have some issues with the doscount labelling. There's a deal on stag chilli for but 6 and get a discounted price from the regular 2.97. The yellow doscount sticker clearly states "stag chilli" with no other specifications like "classic" or "steakhouse etc. Now all of the stag chilli products on the shelf are 2.97 regular which is now safe to assume that all stag chilli is buy 6 for a discounted price as the sticker clearly states "stag chilli" regular 2.97 buy 6 for discounted price with no other specifications. I was just denied this discount by two teenagers barely older than 16 who looked incredibly confused and if I had time I would have taken this to the manager however I was in a rush so I just had the items removed. I would like to have the stores management put under review either for inability to produce proper doscount labels or for inability to have staff trained properly on how to administer discounts. An explanation as to why the doscount label was so vague if it was in fact only for the "classic" as the teenagers stated.

Cashier at my checkout had a cold, and should not have been working.
She was blowing her nose, then left her soiled Kleenex on the counter after scanning my food. She did not use any hand sanitizer afterward, and then handed me my receipt and money.
This occurred August 26, see receipt.
My concern is that the Superstore should not be allowing their employees to work when they have a cold, or are unwell, since they are handing our food.

I asked the cuatomer service people if I could use my 11, 000 points (basically $11)... they told me I had to spend $20... okay... so I I spent appro. $30... when I go to pay they say I cant use them.
All of your 2 ton clerks wouldnt help or budge... lazy in my books
Totally pissed me off.
I suppose if you had Walmart "start the day program they might shed some gear and feel more energetic to actually help.
Totally dissapointed with you store

On Sunday, August 20, 2017 I purchased a Tera Gear brand BBQ at your metrotown store location. I asked for help and was told by an employee to go to ask customer service and they would send someone from that department. So I asked customer service for help because I have a back problem and the item is 70 lbs so she called someone. I think his name was Calvin. He went and got the BBQ and brought it outside on a dolly. I brought my car around and met him outside. He asked me to help him and said "it's a 2 person job". I was surprised he asked me and didn't bring help knowing this so I did as he asked since there was nobody else to help. As we lifted the box both handles broke and during this process it broke my artificial nails and took half of my real nail with it! I was bleeding and crying. I was in so much pain. My daughter was in the car upset because I was upset. Your employee offered me a bandaid and THEN went and got help. He apologized and said my nail will grow back. I was too upset to even talk so I left. I somewhat calmed down and my husband told me to call the manager so I did. I spoke with Kevin (the manager) who advised me I had to bring photos into the store and fill out a risk management report and could come at my convenience. I offered to email photos but he said they must be physical photos so I spent $0.67 and had them developed then after work yesterday I picked up the photos and drove to the mall. When I arrived nobody had a clue what I was talking about. Kevin was not there. The manager on duty (I think his name was Wayne) was no help at all. He offered to "take my photos and pass them onto Kevin because he knows more about it". I advised him that Kevin knew as much as he did but he still offered no help. I can't believe how much time has been wasted on this. My fingers hurt and I'm a legal assistant by occupation and can't even type with my left hand now making my job very difficult. Yesterday was my first day back at work. My back is also sore. It's been sore since I lifted the box. There's no reason that someone who expressed back issues should be asked to lift a 70 lb item! That's why I asked for help. There was no offer from management to even attempt to make this right in any way. I had my nails done on August 14. They were cemented on there good! I now have to pay to have them removed and later put on again when the nail grows back. Right now they are too sore to touch so I'm not doing anything. Plus I paid for the photos that your manager requested not to mention drove across the city to drop them off and file a report which apparently didn't need to be filed. I am extremely disappointed in the level of customer service provided to me. I attached a copy of the photos provided to your store, my receipt for those and a photo of the item purchased.

I was at the Calgary Hamptons Store Sunday Aug 20. Your Store sign says all tills will be open between 9-5 on Sat/Sun. Well that's untrue. I will tell you why!
I could see one or 2 being down due to technical difficulties with the Tills; however, five down?
I talked to one of the staff and was informed at the Till I was at that some were due the Tills not working and some were due employees not showing up.
I paid for my things went to customer service only to be treated like nothing from the [censored]'t Mgr Ms Kwan or Kwong. Not sure of the name as she was rude and as ignorant as they come when dealing with me. She needs retraining on how to handle customers. To tell me, when questioned about it that all were down to Tech difficulties. Well I already knew that to be untrue as I had already been informed that some staff did not show? Then to say to me "I will pass it along" and blow me totally off? Whom is she going to pass it on to? NOBODY I suspect as that was the attitude I got from her? Awesome Guarantee of all Tills open and awesome customer service from an [censored]'t Mgr nonetheless? Thanks for nothing today?
Still paid for my things where I should have just dumped them on you to restock and have you deal with it like you always do? Pass it on to an employee to do? Oh right, there were not enough there to do that was there?

Firstly let me say that I am a regular shopper at Superstore.

Most frustrating thing is that most products on sale are sold out. I do not have time to make daily trips to see if shelves are restocked. Is this even legal advertising items without sufficient quantities to support demand?

Secondly, a great group of products to add to your offering would be the "VIGO" brand of rice and bean packaged mixes. I believe they are only available stateside but make a health and tasty side dish.

Thank you for listening

I puchased 50$ worth of gas at store 01714...195 St Annes Road. When I went inside to pay for the gas i was paying with loonies the attendant Keri stated that she was not a bank and did not have to take all this change. I simply answered money is money and this is how i am paying, she claimed she could refuse payment so I said ok I get free gas then..She then stated she could make me roll the change for her before she accepts the money I answered that simply was not going to happen and if she wants to refuse the money ill take free gas any day. After stating for the second time she was not a bank she then complained some guy paid her with nickels like that was apparently my problem. The thing is I would have rolled them but I figured the cashier would have to crack the rolls to insure they aren't being shorted. This girl has always been polite and she was having an issue counting her stock when i walked in so I am basing her attitude on that but I feel she was still out of line...