Complaints

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.

• Initial Complaint

  Date:01/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went to the local store in ********* (kingsway and knight) in mid April and was treated rudely when I asked for help - such as deli samples and other things. I asked for the store manager to call me but no one did. The deli counter, cashier and manager when I noted ******* and other stores allow deli sample before you buy (as often times food is stale or old or not good) they were literally laughing at me. This was odd behaviour. They did not call or reply to my complaint when they said they would. Are they covering up?

  Business Response

  Date: 01/05/2025

  Hello ***,
  
  
  Thank you so much for reaching out. We sincerely apologize for your experience; this has been escalated to the Store Manager, and he will be personally reaching out to you shortly. 
  
  Thank you for your patience and understanding. 

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 23272978
  
  I am rejecting this response because - they did not resolve any of the issues ,the manager was not responsive and did not care or understand, and the staff ridicule was not addressed. This is not very professional.  
  My email to them: 
  Hello Customer Service, 
  
  
  I am writing to follow up on my previous inquiries regarding my negative experience at your **** ****** store. Today, I spoke with a store manager whose name sounded like "********" from the ************ location, but unfortunately, the conversation left me even more frustrated.
  
  
  During our discussion, the manager indicated that my initial emails were missed or lost, highlighting a potential issue with your customer service email system. It appears the only reason I received a call today was due to an email from your headquarters, lacking any prior context.
  
  
  I reiterated the incident at the deli counter where staff refused a sample, ridiculed me, and the subsequent lack of assistance and awareness from two supervisors/managers and the cashier. I expressed my feeling of discrimination due to my size (400+ lbs), suggesting I might have been stereotyped. While the manager couldn't directly address this, the lack of seriousness in handling my concerns, both during and after the incident, raises questions about discriminatory bias and poor customer service, ultimately causing me to leave the store upset.
  
  
  The manager mentioned the absence of a general sample policy to prevent "abuse," where people sample without buying. I understand this concern regarding those who might take advantage of free samples. However, for genuine customers actively shopping, it's unclear why a small sample would be an issue. The manager pointed out free samples for new items and a return policy. I explained that returning items after a negative experience with rude staff at the return desk is inconvenient and doesn't address the issue of wanting to try before buying to ensure satisfaction. This point did not seem to resonate.
  
  
  I also inquired if the video footage from the day of the incident was reviewed or if the staff involved were interviewed. The manager stated he had no access to the video and hadn't interviewed the staff, and couldn't identify them based on my description a month later. This lack of timely follow-up is concerning.
  
  
  At the end of our 10-minute call, when I asked if there would be any action taken regarding the staff who ridiculed me, the manager said no. He suggested I could return and "ask the manager for a sample," which I find unreasonable for such a basic request. I emphasized that I am unlikely to return given my feeling of mistreatment and discrimination. I asked if there would be any goodwill gesture or resolution for this negative experience, but the manager declined. Consequently, I ended the call, feeling it was unproductive and not focused on finding a solution.
  
  
  Furthermore, I want to reiterate that my multiple emails to your customer service went unanswered until I filed a complaint with the Better Business Bureau. This lack of response to direct customer feedback is unacceptable and indicates a lack of ownership in resolving customer issues.
  
  
  I believe it is reasonable to expect a better sampling policy and for staff to be aware of and adhere to it to avoid ridiculing customers. When such incidents occur due to staff bias and lack of awareness, a gesture of goodwill, such as a small gift card or even using readily available coupons, would demonstrate a commitment to customer service.
  
  
  Due to this experience and the lack of satisfactory response, I will no longer consider Save-On-Foods my primary grocery store. I feel your staff discriminated against me, and my concerns have been ignored.
  
  
  While you are welcome to have customer service managers call me, I am not optimistic about a resolution at this point. I will be documenting this experience with the BBB and in online reviews to share my experience. It is disheartening to feel that your company does not value its regular customers.  Please call me if you wish to fix this properly and have me feel welcomed in the store. 
  
  
  Sincerely,
  
  
  Raj
  ************

  Business Response

  Date: 06/05/2025

  Hello ***,
  

  We apologize that your concern was not fully resolved during your last call with ASM ********. Weve shared your feedback with the Store Manager and the Regional Director for further review.
  Store Manager **** mentioned that he attempted to contact you on Friday but was unable to reach you and left a voicemail requesting a call back. He also advised that he will follow up with another call tomorrow.
  

  Thank you for your patience.

• Initial Complaint

  Date:16/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The ground pork at Save-On Foods ************ store has a very bad problem selling ground pork with boar taint in it. For the last few years, I have continuously had to throw out ground pork after eating something made meals with it made me nauseous and want to vomit. Im so sick of wasting money on ground pork when I could have spent it on other, edible meat. Either tell your pork producer to start using some method of castration on their male pigs or stop using them. Theres a lot of dishes that use ground pork but I wont be buying any until you fix the problem. What bothers me the most is I just threw out a frozen package and I dont even want to try the other one I gave in the freezer, will just throw it away too. Do better and stop wasting peoples time and money. Not happy at all. The ground pork smells and tastes disgusting from the boar taint.

  Business Response

  Date: 27/01/2025

  Hello,
  
  This customer emailed us on January 16, 2025, with the same complaint before filing this matter with your team. We replied to the customer but have not heard anything back since that day. We also looked up their past purchases for the last six months and found only two transactions involving ground pork. We reached out to the store's ASM, and they also advised that they have not received any complaints from this customer about the ground pork. 
  
  Thank you,

• Initial Complaint

  Date:09/11/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 received an email promising me a $10.00 credit if I spent $25.00 I ordered my groceries on the offer's deadline. I was refused a credit because the day I ordered didn't count it was the day of delivery that the store went by. It's not a lot of money but I feel that I ordered and paid for them on the deadline, and when they were delivered is not my concern.

  Business Response

  Date: 11/11/2023

  Hello,
  
  Thank you for reaching out and thank you for your feedback regarding My Offers. The promotions featured in our weekly flyer and My Offers are tailored to specific periods to provide you with the best possible savings and deals. To maximize these benefits, we highly recommend scheduling the delivery or pickup of your orders within this time frame. This ensures that you can take advantage of the discounts highlighted in both the digital flyer and the personalized My Offers as noted on both our Online shopping website and the More Rewards website. 
  
  We have, however, still applied the 10 dollar credit to your online account and will be automatically deducted from your next online order. We appreciate your understanding and cooperation in adhering to the flyer and My Offers time frame. Should you have any further inquiries or need assistance in coordinating your orders within the designated period, our team is available to help.
  
  Thank you for your continued support to Save On Foods. We look forward to serving you and ensuring you receive the best possible deals available.
  
  Regards,

  Customer Service Management

  Customer Answer

  Date: 07/12/2023

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:30/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 for Tuesday October 24 2023 Order #********. I received the final receipt after delivery and why the Tuesday deals were not applied to the items I bought. I specifically placed the order for that day Tuesday so I can get these deals. I didnt get the **** deal for grape tomatoes, wonder bread, oven roasted Turkey breast or the 4 potato chips. I even specifically wrote notes to the shopper to ensure these discounts for Tuesdays deals as advertised are applied. I am so sick tired of these constant mistakes by save on foods. Customers are shopping around for deals and you cant even honour what you advertise. I immediately emailed customer service, since Tuesday I have sent several emails and not one response yet. It has been a week now. This was a huge over charged mistake and whats worse no one even bothers to respond. ********** ******** ** ***** ***. *** **** **** **** ***** ******* ***** *** **** ****** **** **** *****

  Business Response

  Date: 01/11/2023

  Hello,
  
  Thank you for bringing this to our attention. We sincerely apologize for the delay in responding your email inquiry. We have looked into the billing issue and are working on steps to ensure it does not happen again. We have processed a full refund for your online order as of yesterday (October 31st). Please allow 3-5 business days for your refund to process and reflect in your online statement. Again, thank you for brining this to our attention.

  Regards,
  Customer Service Management

  Customer Answer

  Date: 01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:14/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 am a ****** citizen who has been ordering groceries online in Calgary, AB, from Save-on Foods for 5 years. I have developed relationships with some of the head office people in Langley, BC, because I phone there so often to complain when my grocery orders are messed up, which is a lot. It's always something, from being overcharged, to receiving damaged and leaking goods, to (and this is my biggest complaint) receiving nothing at all. On a recent grocery order, four of the items I ordered were omitted from my grocery delivery, for reasons unknown. My grocery orders are small, seldom more than $75.00 - how is this such a problem for the shoppers? I have spoken with numerous people at Save-on Foods's head office in Langley, BC, as well the manager of the store that delivers my groceries. Everyone is very nice on the phone but there is very little improvement in the online shopping service. Today I was charged almost $4.00 more for an item I ordered that the personal shopper substituted, which is the exact opposite of Save-on's pricing policy for substitutes. Either Save-on is not training their employees thoroughly, or the employees don't understand their training, or they simply don't care. Save-on Foods needs to do a much, much better job in their e-commerce department, and I am lodging this formal complaint because I have been trying for 5 years to get better service, to no avail.

  Business Response

  Date: 14/09/2022

  Hello *****,

   

  The store manager Rick, has left you two messages asking you to return his call. He definitely wants to assist you with your complaints, and do his upmost 

  best to ensure you are receiving quality items. In every business there are times when something is not correct. That is what the Customer Service 

  Department is for. They can help you with any errors that occur on your online order with us. You mentioned that you have spoken to them in the past, and

  that they were helpful. So happy to hear that. Yes, I do know you would rather not have to call them to fix anything, and we do understand that. Please 

  reach back to Rick, so that he can help to resolve the issues you are experiencing. 

   

  Take Care,

  Karen

  ****** Customer Service Representative

  Customer Answer

  Date: 15/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: per Karen's suggestion to go through Customer Support, over the past 5 years, I have attempted numerous times to get my issues resolved through Customer Service, to no avail. That is why I go directly to head office. Further, is Karen seriously putting the onus on me saying it's my fault I get *****ble service because I don't follow Save-on Foods preferred method of handling customer complaints? Lastly, Rick called me during the supper hour and left a voice mail. I called him back when I was finished with my supper. I was told he was gone. I told the person who told me that to tell Rick I returned his call.
  
  
  
  Sincerely,
  
  
  
  ***** *************

  Business Response

  Date: 15/09/2022

  Hello,

   

  It was definitely not my intention to leave an impression that I was putting this on you, the customer. My apologies to you for that.

   

  Please wait for Rick's return call, as I am sure he will be of assistance to you.

   

  Take care,

  Karen

  Customer Answer

  Date: 16/09/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  
  
  Sincerely,
  
  
  
  ***** *************