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Sugar Cubes
by CJ Katz, Publisher
I read in the paper this week that a recent study by Neilson Co. found that Canadians regularly shop at multiple grocery stores and that 20%-30% of consumers switch stores based on current deals offered. The findings got me thinking about my own shopping habits. I try to shop at local shops as much as possible – like my butcher or specialty food stores or the Farmer’s Market - but it’s pretty much inevitable in today’s world to include a trip to the grocery store. For me, loyalty has never been about where I can find the best deal. You’d never find me cruising the streets chasing special offers. That’s a waste of time and with gas prices hovering around $1 per litre, any savings end up in fumes out the back of my car. I don’t clip coupons. Sure I’d love the break on my grocery bill but who remembers to use those little pieces of paper? When it comes to supermarket loyalty, I wonder if Neilson Co. should try a survey based on customer dis-loyalty. They might find the results revealing. Where I shop for groceries for me is as much a factor of where I don’t want to shop as it is about the freshness of the produce. If the produce isn’t fresh, forget it, I won’t set foot in your store unless it’s for toilet paper. I admit I don’t have a strong loyalty to any one grocery store, but I do make a point of avoiding Superstore. Those warm fuzzy President’s Choice commercials have had no effect on my shopping patterns. My reasons for avoiding Superstore are many. (1) The store is larger than an arena. You don’t just run into the Superstore for a litre of milk unless you’re on roller blades. (2) Where’s the staff? If you do manage to find a living breathing entity to direct you to the Vegemite, they’ll never take their precious time to take you there, they just point. Then you spend the next 10 minutes figuring out which aisle they were pointing to. (3) The imported foods aisle is in a sorry state - always a mess or half empty (4) They’ve cut staff so much that I have to bag my own groceries. Oh yeah, and buy the bag to put them in. (4) Morale is extremely poor among the staff. If you get a cheery “hello” instead of a sullen “how many bags?” please write and tell me. (5) And finally, I don’t like how Loblaw poaches product from other manufacturers. Sure, it’s a free-market economy, but when they deliberately sell shelf space to other companies who make a first rate product, then get their test kitchens to replicate the product, delist the competitor, and then put their own replica PC product front and centre, it irks me to no end. I rarely shop there. Sobeys and Safeway are generally my go-to grocery stores. (1) Both score high in my books for friendly service, although Safeway gets the highest points. Rarely do I visit their store without someone asking me if I’ve found everything… and they ask with a smile. I’m nearly never asked this at a Sobey’s store but their cashiers are pretty friendly and that means a lot. (2) Both stores in the past few years have dramatically improved their selection of foreign products. I used to shop at Superstore because that was the only place I could find rice paper wrappers and certain Chinese and Indian ingredients, but Sobeys and Safeway have stepped up their game. (3) Safeway and Sobeys bakeries offer artisan-style breads, which is a nice plus and you can even order custom baked products like birthday and wedding cakes (4) If you’re at the checkout and you’ve forgotten something, a Safeway staff gladly goes and gets the product for you. (5) Both stores bag my groceries for me and place them in my cart. In winter when it’s frustrating to push a heavy cart through snow-covered parking lots, Safeway has parcel pickup. (6) I like their floral departments, especially the ones at Safeway because there is always staff there to help you. They frequently get in some dandy orchids to add to my growing collection in my kitchen window. They also wrap your plant and flowers. (7) Both stores are working to improve their meat department although I’m still baffled by the chicken breasts with back attached I wrote about last week, which were purchased at a local Sobey’s store. Obviously there is some educating that needs to go on. (8) And I see the General Manager or the owners circulating around. They know what’s going on in their stores and the often come over the say hi. So, where to you shop and why? Is where you by your groceries a matter of where you don’t shop, or do you really care? 14 Comments
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Amanda
37 days ago
You know it funny Superstore has never made the impression to me that its warm and fuzzy. It was always competing with other stores by price matching or all around lower prices. The building was huge - you went there because you could get everything that you want in one stop at a decent price. I have heard all the usual complaints like quality of produce, selction, etc. You get that at every store at some time. I live in Saskatoon and the quality of the produce at one particular Sobey's is nothing to write home about. As for the charging of the bags and bagging your own groceries, hasn't that been in place as lor as long as Superstore has been in this province? This isn't a new concept. If you are willing to pay more for your groceries then you have the right to expect more in the level of service. I have always looked at it this way.
Some choose not to go to Superstore because you can afford the prices at other stores. Yes Safeway, Sobeys and Coop have gotten better at being more competetive with pricing. There are still the majority of people living with a restricted income - even in this province -and need to live within their means. If that means saving 2 bucks on a dozen of eggs buying from a large comerical farm verus buying from a smaller farm they are going to make that choice.
In this day there is no brand loyalty per say, the comments that are posted here even indactes this, as no one person has come out and said I only shop at x. One changes where they buy groceries based on who has what they are looking for at that point in time. If you are going towards a more natural diet, you are going to shop at stores that offer you that choice. Same thing with pricing if you are on a budget you are going to shop somewhere that has the lowest prices. Isn't that the great part of the free market, you get to choose where you want to spend your money.
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I disagree with your comments on Superstore I've never had a problem with someone helping me at
Superstore. I find the staff quite polite and pleasant. I occasionally shop at Sobeys but I've haven't shopped at Safeways for at least 10 years, found it a very cold store employee wise. I would drive across town to avoid shopping at Safeways I found it way too expensive. I buy my meat either from a farmer or my favorite butcher on 13th. in regards to paying for your bags and bagging your own groceries I actually perfer it as I know my bread and delicate vegetables will be intact when I arrive home.
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Love to Cook
43 days ago
I used to work for Safeway so I admit I was baised towards high service stores for a long time but they lost most of my business when they changed from a family friendly store to high priced, small portion meat sizes and stopped carrying products that I had bought there for years. I still go there occasionally for specialty items or if I can't get something anywhere else. I was in the Victoria Square Safeway recently and couldn't believe how awful the selection and merchandising in the meat department was compared to the quality I used to expect from a Safeway store.
I shop now where I can get specific items and I will admit I am a multiple store shopper because of the types of food I like to cook (variety of styles). Coop has the friendliest service but again the fresh meat and bakery sections are lacking, thought the produce and laundry sections are fantastic. Sobey's has very good produce and bakery items and a decent meat department but small. They have a good selection of dairy and specialty items but their frozen section has little variety. I find Superstore although annoying for service, cleanliness, and consistent selction has a lot of gluten free and lactose free items you cannot get elsewhere. They also carry a cheaper selection of inport foods although you need to check both the import aisle and the mexican, asian aisle to find multiple options. Their produce section is sometimes the only place to find fresh herbs too. If you are looking for seafood, they have a decent selection of frozen seafood. Because I shop mostly on the east side, I believe that the reason the meat departments lack so much in all of these stores is that the majority of shoppers here buy their meat at Costco. You can't get every cut of meat there but you can get a good selection of quality cuts. With a little work you can cut your own stir fry and specialty cuts using the cutting guide they provide you. The portion sizes are slightly larger (thick cuts chops and steaks) but they cook beautifully and you can adjust the portions at home by eating half a chop instead of a whole. The seafood section has a wonderful selection of fresh fish and the seafood road show brings in shellfish on selected weekends. And the prices are much more reasonable than at other stores but they do change from week to week so you need to check them. Their produce section is limited but the deli department has a variety of prepared meals for families who are busy. Costoco does not cater to small families or seniors but we portion our groceries and freeze some of them to take advantage of the bulk savings. There are many small stores that are great for special ingredients. Shah foods has a large imported spice selection at very reasonable prices, with Halal meats and wonderful samosas. Old Fashioned foods carries almost any special dietary foods you may need and has very reasonable prices for bulk spices too. And is you just need a cup of something in dry goods you can always stop at the Bulk Barn. If you like asian foods there is a little specialty store near the clinic in the mall across from Golden Mile (by the Robins Donuts and Safeway) that carries tosino and other goodies. Happy shopping everyone!
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Anna's Mom
44 days ago
Your comments about loblaws are unfair. The bag charge is so they will be re-used and this will be used by other companies as soon as they catch on to protecting the environment.
Sobeys, Safeway and Co-op all have their own brands that COPY national brands so why you have a hatred on for PC is beyond me.
As my mom always said, if you can't say anything nice, don't say anything at all.
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sekwah
44 days ago
You never remember to use coupons? I can't tell you all the money I save using them, getting many items FREE! Today I got 23 boxes of Snuggle fabric softener sheets (20's) for 1.00 each at Zellers and used a 1.00 manufacturer coupon for each box to boot! Total cost? $2.30! Also this week, I got 18 cases of Nestea zero cans (12's) for just over $5.00 using coupons. My only loyalty is to my pocketbook. I have neighbours "too busy" to use coupons that gladly put them in my mailbox- I can't thank them enough :-))
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vickster
44 days ago
I absolutely agree with you about Superstore, CJ. I rarely shop there for most of the reasons you don't. I have yet to encounter a friendly staff member, if you can even find one to help you and I find it the most frustrating store I have ever been to. I tend to go to either the Co-op or Safeway because of their friendly and helpful service ALL of the time!!
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shopper girl
44 days ago
I shop at Dad's Organic Market whenever possible-the service is extraordinary and the range of fresh products is great--we are trying as much as possible to eat organic food--I live equally close to Safeway and Lakeshore Sobeys and agree that their service and products are usually quite good--in fact in spite of its size there are still staff at the Safeway who recognise and greet me as if I were in a small neighbourhood shop-I have the same complaints as you CJ about the Superstores.I guess I could say that the price point of a grocery item is the last thing I consider in buyiintroducing more Organic products to its line-a move I welcome.I also think that Safeway has proven itself o be a good corporate citizen
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KAL0865
44 days ago
For sentimental reasons, Safeway at 25th and Albert. Growing up, my parents would head to that store on Thursday night and return with paper bags full of food. All us kids helped unload the bags, hoping that your bag held the ice cream so that you could eat the soft edge before puting it in the freezer. Now, as I try to eat GF as much as possible, I tend to shop more at speciality shops like Dad's, Whole Earth Foods and in the summer grow my own vegetables.
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davput1
44 days ago
I guess it depends on your region as our Sobeys(North Battleford) never has good produce and there butchers need a lesson on cutting meat. As for there staff I have never been greeted with a smile or asked if I need help finding something even though you have passed the staff a few times looking for something. I prefer to shop at our Co-op there produce is the freshest and there meat is cut properly.The staff are friendly and they ask if you need help out with your groceries.
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KDK
44 days ago
Hi CJ,
I just finished reading your article entitled Customer Dis-Loyalty. I found your comments towards Superstore's employees aggravating. I have never personally worked for this company and it is not always my grocery store of choice; nevertheless, your comments lack sensitivity to those hard-working, dedicated, and friendly people who work there and take pride in their jobs. Moreover, other notions presented in your article are irrelevant in judging the loyalty of a customer to a store.
For instance, is it really wrong to make people pay for their own bags at a grocery store? These plastic bags are everywhere - they line bathroom trash bins. They carry clothes to the gym. However, they clutter landfills. They flap from trees. They float in the breeze. They clog roadside drains. They drift on the high seas.... One source says (yes, it is Wikepedia) that somewhere between 1 and 7% are reused - the rest are just being wasted and are harming the environment. Based on this statistic, why not make people pay for something that is polluting our world? Would it also be fair to assume that those who pay 5 cents for a bag may be people who actually reuse the bags?
And yes, I have received a friendly "hello, bonjour and hola" while in Superstore. I regret to hear that this has not been your experience. It may have been more effective for you to give suggestions as to how Superstore and its employees may improve their facilites to meet your standards rather than merely giving your opinion as to how you don't like to shop there.
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janakutarna
44 days ago
Hi CJ, I buy milk and eggs and meat directly from local farmers. I do this because food distribution networks are set up to pay little to the farmers who actually produce the food, forcing them to go out of business or resort to expand the size of their farms (ie, factory farming). Farmers ought to be able to earn enough money to make a living! Besides the farmer's market, I also shop at Eat Healthy Foods, which has local flour, cheese, eggs, meat, and some vegetables that were grown at the farm belonging to the owner of the store!
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Jayngelcat
44 days ago
I too, like shopping at Sobeys, and it's a constant on my list. Being a pensioner, and having spent a lifetime of jumping from store to store to find the best deals finally got tiring by the time I was 60 (Sobeys' came afterward) I did, however find that Safeway was a good store, but still a little pricey for me, so Sobeys it is! The furballs in the family (4 cats & 1 dog) seem to like the food I purchase specifically from WalMart (sorry about that, but the furballs' opinions count too....however, they prefer the name brands ie Whiskas, Friskies etc, so that's where I get the best deals for them. Other than that, I'm stickin' to Sobeys. I've never had a bad experience with them, and I do appreciate that the staff says Hello, and makes my day a lot easier that it used to be. I love the cleanliness, and the space to move in. 100% Wonderful for me.
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fred wheaton
44 days ago
I agree with your Sobey/Safeway choice however I lean more to Sobeys as they generally have more cashiers open. Safeway (13th and 25th stores) never seem to have enough cashiers open and are very slow to respond to customers lined up.
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Lisa Turner
44 days ago
I couldn't agree with you more, CJ!! I live in Calgary and either shop at Co-op or Safeway, though I've been going to Safeway more and more (even though it's in a crappy location) because their customer service is very good as is their produce. Almost every time I go, there is a produce manager around making sure I've found everything I need! I wonder if Safeway is trying to carve itself a market with it's customer service?
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