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,
Global demand for premium champagne products has significantly increased over the past two years, and vintage champagnes may not be able to ramp up production quickly to meet demand. The availability of certain products may fluctuate. We are sorry about this issue.
In regards to where products are located, it is common practice to display Champagne and sparkling wine in the same area.
Please visit https://hellolcbo.com/ for any other inquires.
Greetings,
Our staff will always try to assist you as best as they can, but they are not personal shoppers. Majority of stores do have signage that you should be able to read to locate any products. We are sorry you had a bad experience at one of our locations.
Unfortunately without more information about the CSR who assisted you, we cannot proceed further with any action.
If you have any other questions, please visit https://hellolcbo.com/
Please contact https://hellolcbo.com/
The employee will not be fired as we have no idea who it was or any more information behind what occurred or if the police were even called.
Hello WLynnB,
Store product assortments are based on demographics and sales. The local market for each store is carefully analyzed before store managers select products for their individual stores. Stores in areas that cater to a clientele that favour particular types of products will have a wider variety of such products. Each store's overall assortment is reviewed and updated regularly. If market trends change the stores product portfolio will reflect these changes.
For a product to be considered for resale through the LCBO's retail store system, it must first be submitted to the Sales & Marketing Division for evaluation. This is generally done by an Ontario Licensed agent on your behalf.
While we cannot recommend one agent over another, we can refer you to the website of the Ontario Imported Wine-Spirit-Beer Association. This is a large trade association made up of both large and small agencies. Their site is www.drinksontario.com . You will find a list of their agencies names and contact information on the link called "Member List.
Information on becoming a Manufacturer's Agent or Representative can be found on the web site of the Alcohol and Gaming Commission of Ontario at www.agco.on.ca
For detailed information about the product submission process please visit LCBO Trade Resources Online (TRO) - Selling for Resale in LCBO Stores at www.doingbusinesswithlcbo.com
Hope this helps, If not feel free to contact us at at [protected] , Mon to Fri: 8:30am - 6:00pm
Hello,
We are always pleased to her this! Please feel free to do an LCBO survey located at the bottom of each receipt or you can contact us directly at - [protected] Mon to Fri: 8:30am - 6:00pm
Hello, please contact helloLCBO/alloLCBO Contact Centre - [protected]
Hello,
This is not profiling but a security officer just doing his job.
If this does not solve your question please contact us at [protected] Mon to Fri: 8:30am - 6:00pm
Feel free to contact us at :
helloLCBO/ Contact Centre - [protected]
Hours: Monday to Friday, 8:30 a.m. to 6:00 p.m.
Saturday, 9:00 a.m. to 6:00 p.m.
Hello,
This entire rambling post does make you sound intoxicated.
Selling alcohol responsibly is a public trust the LCBO takes very seriously. Although the LCBO is a retailer, there are some people staff will not serve:
those who are underage or lack proper identification to prove they are 19 or older;
people who are or appear to be intoxicated; and,
people who we have reasonable legal grounds to suspect are shopping for a minor or intoxicated person.
Every full and part-time LCBO employee serving the public takes part in mandatory responsibility retail training. This comprehensive training program teaches staff about Ontario's laws, responsible service and related judgment calls, alcohol issues, and how to identify potential problems and handle them effectively. Learning to recognize the signs of intoxication and refuse service to intoxicated individuals are core components of the program. Under Ontario's Liquor Licence and Control Act, 2019 it is a serious offence for anyone or any business (e.g., retailer, bar or restaurant, liquor delivery service) to sell or supply liquor to people under the legal drinking age of nineteen or to anyone who is or who appears to be intoxicated. However, if a person is of legal drinking age and shows no signs of intoxication, there are no legal grounds on which they may be refused service.
Selling alcohol responsibly is a public trust the LCBO takes very seriously. Although the LCBO is a retailer, there are some people staff will not serve:
those who are underage or lack proper identification to prove they are 19 or older;
people who are or appear to be intoxicated; and,
people who we have reasonable legal grounds to suspect are shopping for a minor or intoxicated person.
Every full and part-time LCBO employee serving the public takes part in mandatory responsibility retail training. This comprehensive training program teaches staff about Ontario's laws, responsible service and related judgment calls, alcohol issues, and how to identify potential problems and handle them effectively. Learning to recognize the signs of intoxication and refuse service to intoxicated individuals are core components of the program. Under Ontario's Liquor Licence and Control Act, 2019 it is a serious offence for anyone or any business (e.g., retailer, bar or restaurant, liquor delivery service) to sell or supply liquor to people under the legal drinking age of nineteen or to anyone who is or who appears to be intoxicated. However, if a person is of legal drinking age and shows no signs of intoxication, there are no legal grounds on which they may be refused service.
he mission of the LCBO: “We are a socially responsible, performance-driven, innovative and profitable retailer, engaging our customers in a discovery experience of the world of beverage alcohol.”
LCBO is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
We will train our Contact Center Staff to communicate with customers over the telephone in clear and plain language and to speak clearly.
We will offer to communicate with customers by TTY (TeleTypewriter) if telephone communication is not suitable to their communication needs or is not available.
We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the formats upon request: For example, hard copy, large print, e-mail, etc.
We will answer any questions customers may have about the content of the invoice in person, by telephone or email.
The LCBO is committed to ensure our core values continue to guide us in every undertaking, both as individuals and as an organization. They help guide and support us in providing the strong base on which we build success.
Through our core value Engaging Customer Service, we will ensure:
Customer Service Representatives will build relationships with all customers and will offer any customers shopping baskets/carts and carry outs as required and within reason.
Customer Service Representatives will assist customers with high / low shelf product placement, access to products and services as required.
Store Employees will assist and/or allow customers the use of the telephone for transportation needs. (e.g. taxi requests)
Customer Service Representatives ensure that the ramps and designated parking spaces are accessible and free of snow and debris.
The store will maintain wet carpets/floors to ensure that accessibility is not impeded. Maintain and control obstructions and document as required. (Using the wet/dry vacuum, floor cleaner, mop)
Monitors will be adjusted for easy viewing by customers as requested. All stores will ensure that continuous maintenance is performed including quality and full screen displays are functional.
Customer Service Representatives will offer any customers the use of chairs when needed or requested.
The mission of the LCBO: “We are a socially responsible, performance-driven, innovative and profitable retailer, engaging our customers in a discovery experience of the world of beverage alcohol.”
Suppliers set their own pricing as part of their marketing strategy.
The price that is seen in store or online is a combination of the supplier’s price plus import duties, freight, levies, a standard mark-up, HST and container deposit.
For products the LCBO offers in continuous supply, the supplier has the option to adjust their prices quote up or down throughout the year in response to currency fluctuations, freight rate changes, and/or price changes by their competitors.
contact us at [protected]
This post makes you sound very entitled. If we choose to serve a custom first, there is usually a reason behind it. We are a best-in-class, customer-first, responsible retailer and wholesaler supporting our local communities and delivering value to Ontarians. We value our customers and are committed to providing engaging customer service Our people are welcoming, responsible, outgoing, creative and connected; they are the ambassadors of our brand Our people provide the human touch that creates excellence in the customer experience.
Talk to Us
[protected]
Mon to Fri: 8:30am - 6:00pm
The enhanced Check 25 program is supported by bold signage at entrances, cash registers and elsewhere in stores. Store PA systems will also remind customers who are 25 or younger to have their valid I.D. ready to show at the checkout. The announcements will increase in frequency during the busiest periods.
Preventing sales of alcohol to minors and those who appear intoxicated is a year-round responsibility LCBO employees take very seriously. However, refusing a sale can be a challenge. In fact, more than 60 per cent of all staff incident reports stem from negative reaction to a service refusal, and frequently result in verbal and on occasion physical abuse of staff. LCBO expects the shift to having valid I.D. ready will help reduce such incidents, and contribute to keeping alcohol out of the hands of minors.
LCBO has a strong track record when it comes to responsible retailing. In 2014-15, LCBO retail staff challenged more than 13.5 million people who appeared underage or intoxicated. More than 439,000 were refused service; 88 per cent of refusals were for reasons of age.
As part of its social responsibility mandate, the LCBO must adhere to the
laws governing the sale of alcohol. Staff must refuse sales to minors or
anyone who attempts to purchase for minors. Staff must check the
identity of persons who appear to be minors and staff must refuse sales
to anyone who is intoxictated, appears to be intoxicated or who attempts
to purchase on behalf of such person.
All Retail staff are required to complete the LCBO’s Check 25 -Challenge /
Refusal training program and the Challenge & Refusal: It’s Not Personal.
It’s The Law training program. For more information,
Challenge & Refusal – It’s not personal. It’s the Law.
Gauging whether someone is 19 or not can be difficult – some people look – or attempt to look – older than their age. That’s why the LCBO has set the bar higher with the Check 25 program. It is essential that you always have ID on you. We will always request ID when someone looks under 25. Regardless if you are buying separate or together.
Should you need assistance or have any questions regarding this issue, please contact LCBO Customer Care online or by phone at [protected] 2 2 6 or [protected] 9 0 0. The service is open Monday to Friday from 8:30 am to 6:00pm ET, and Saturday from 9:00 am to 6:00 pm ET, excluding holidays.
If the price scanned at the checkout is higher than the displayed price, the customer can request a price adjustment.
For example, if you find a bottle of wine displayed at $15, but it scans for $18 at the checkout, you are entitled to a $10 discount, bringing the price down to $8.
It's important to note that this policy applies to cases where the displayed price and the scanned price are different, and not to situations where the LCBO has made an error on its website or mobile application. The LCBO does make efforts to ensure the accuracy of information on its platforms but does not guarantee its completeness or accuracy.
The LCBO does not have a specific policy regarding employee hygiene related to "smelly" body odor, but they do have a Code of Business Conduct that emphasizes ethical behavior and a professional workplace environment. This code encourages employees to maintain a professional image and address concerns about hygiene discreetly. Additionally, they have a policy regarding scented products to accommodate employees with sensitivities
Was the item ordered a special item or limited?
