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Loblaws I hardly know you....

Thanks for listening to my rant about Loblaws. Here's my latest experience which isn't the worst I've had there, but it will be my last. Is it just me?

• Had to jump out of the way of “cart guy” who was so focused on returning a long row of carts from the parking lot that he evidently failed to see the customers in his path
• Over to the produce area, no basil
• On to the bakery, can’t get near the fresh loaves of bread because baker is blocking area w large, multi-level cart of bread. I say excuse me, I’m ignored though she does look at me…so far all I have in my cart is 2 lemons and a bunch of celery
• Fish counter next. I need scallops. No one at the counter. After 5 minutes and 30 seconds (and feeling at this point someone must be bound to show up), I decided I’d call the store on my cell and ask for customer service. As I’m doing this, someone from the deli comes over, says “I’ll try to help you, she’s on break” Lucky me, I now have scallops...over 7 1/2 minutes after arriving at the counter, even though I was the only customer there
• Deli counter – no capricola, they don’t stock it any more, she doesn’t know why. I strike out on ricotta as well, it’s all past its expiry date. This isn’t the first time this has happened
• Pharmacy area. Only stocks small sizes of Advil Cold & Sinus now. If you want more than 20 tablets, you have to buy No Name….or shop elsewhere …. 2 lemons, 1 bunch of celery and 8 scallops
• Milk is on sale…yay! $1.50/litre. Hope you can use it quick, it expires on Nov 2nd. Pity, I can’t. 2 lemons, 1 bunch of celery, 8 scallops
• Same issue w a pkg of 8 yogurt drinks, they expire Nov 3rd.
• I am now really, really unhappy because I definitely have to go somewhere else to get what I need

I debate whether just to leave my cart w customer service but in the end I use self check-out and head to Sobeys where I found everything I needed, including my new grocery store.

Dear Loblaws, you have been letting me down for almost 2 years now. I’ve watched your stores being re-branded which translated into narrower isles, fewer name brand goods, isles constantly blocked with skids or carts of merchandise waiting for someone to put it on shelves, a deterioration in the quality of PC products, self-bag check-out counters with no room for people and carts, and a charge for bags. Customer service is non-existent and at times, snarly.

The new Insider’s Report comes out next week. I know I’ll look at it and want to try the new products but I just can’t go back to Loblaws.

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  1. The staff at Loblaws are generally oblivious to customers. They'll pile skids in the middle of the aisle while they stock the shelves, chat on their cell phones while they watch you bag your groceries. You get the odd person who's a real gem, but they just make all the other deadbeats look so bad.

    1. Consider yourself lucky; you could have nothing near you except for a Metro...
      -I'd kill for $1.50/L for milk even if it expired in 3 or 4 days; more like $3.50 no matter when it expires
      -LOOOOONG lineups. Especially between 3-7pm; its awesome how there's never more than 3 or 4 cashiers available during rush hour. When I went two days ago after work there were huge lineups and I saw 6 cashiers there when I walked in; guess what happened when I wanted to checkout? 4 cashiers closed at the same time...
      -Weak selection
      -Basic vegetables easily cost 2-16 (yes, sixteen; nice green peppers for .25/lb on Spadina and Dundas vs 3.99/lb for similar quality green peppers at Metro) times the price that you'll find in Chinatown (I realize the quality might sometimes be better at the Metro i go to, but not usually and not 15x better)
      -awful store layouts that make it hard to exit if you decide you don't want to buy anything
      -hot food counter that only sells food that's laced with salt and is overcooked (dark drown veggies, burnt wings, dry chicken, exceptionally salty potatoes, etc.)
      and I could go on....

      7 Replies
      1. re: Shimso

        All I have handy to my office is a Metro and I resent every time I have to go in. Especially for veggies. So much of it prepackaged. And the staff there are so surly and completely useless if you are asking where to find something. They don't even want to try.

        Maybe one day the MLGardens Loblaws will open and I'll have better choice.

        1. re: Shimso

          Loblaws has gone downhill badly, but Metro has become the worst supermarket in Toronto (except of course for Food Basics) since it changed from Dominion. Everything you say is true. You forgot to mention that when they have a multiple buy (2 for $3, etc), they are the only store in Toronto that charges you more if you buy only 1. When they mark down stale bakery goods, they don't mart therm down by half. It's usually $1, then is generally 25%.

          The final straw was when they started expecting you to slice your own bread. I went to see the manager and asked him what the Metro retirement benefits are. If I'm going to be an employee, I want to know my compensation package. This constant downloading of employee work onto customers has gotten completely out of control. I see that Loblaws is starting to do the same thing.

          1. re: evansl

            they are not the only store to charge more per item if you do not buy it in the multiple stated. T&T, for one, does the same thing. Most times, you need to read the sign carefully to see if they have a "buy one" price.

            1. re: pinkprimp

              Loblaws seems to have picked up this pricing from T&T. They did it first. Metro followed.

              1. re: embee

                I've never seen Loblaws charge more for buying 1. Metro is the only major chain that does it.

                1. re: evansl

                  I've seen both Loblaws and Superstore charge more for buying 1. That's the only reason I have 3 boxes of Naturepath's Granola in my pantry right now.

                  I'm not surprised they would use some of T & T's pricing approach, especially after acquiring T & T. The stock of Middle Eastern, Mediterranean and Asian groceries has increased considerably at my favourite Loblaws (in London, ON), and it seems to have improved shortly after the acquisition, maybe because their buying power increased.

                  I have noticed over the years that prices can vary from location to location, and from city to city. The Loblaws that used to stand at Yorkville Ave and Yonge, where the highrise condo is now located, across from the Cookbook Store, used to charge an arm and a leg for groceries, with popular items sometimes costing 25-50% more than what other Loblaws were charging in TO. While most grocery prices seem more standardized throughout the Loblaws in TO these days, I have noticed that the price of a litre of milk in TO is often around $3.79 in a north Toronto Loblaws (or the Yonge & Eg Metro), and usually around $3.19-$3.29 at the Loblaws in London, ON. Not sure if the individual store owners, or the regional managers, are working in the cost of rent, or maybe using a "what the market will bear" approach to the cost of milk?

                  What I find even more interesting, is that the Shell gas stations in North TO seem to always charge less for milk than the North TO Loblaws. Although, I have to say, it feels a little strange to intentionally go grocery shopping at the gas station.

                  1. re: evansl

                    Loblaws did not in the past, but I have recently noticed they are doing it now. The price for 1 is specifically mentioned in smaller print, right below the multi-buy sale price.

          2. I am developing a full fledged obsession with the Loblaws at Christie and Dupont. I had some kind of hassle there that made me angry once (I can't even remember what it was) and boycotted. After a year, I decided to give it another chance. I had brought my own bags and it was before they redesigned the checkouts. I am on the other side of middle age, and five feet tall. The counters were quite high because the cashiers stood on a platform and there was no room for self bagging. The cashier whipped through my order, watching me struggle to pack my items while they fell all over the place. She kept turning around to toss the items in a pile and could see I was struggling to reach into the bags. I asked her to slow down for a second. She didn't. So I stopped her from totalling off my order and said I didn't want any of the groceries and that I was leaving. "You can't do that." "Oh, yeah?" And I left while she pleaded for a manager over the intercom.

            About a year after that, I went in again thinking that the passage of time, different glasses and a new hairstyle would disguise my bad old self. Now the bag tax had passed and I figured they would be more helpful to people bringing their own bags. After all, this isn't a discount grocery store. They had redesigned the checkouts and I was hopeful. The guy in front of me bought plastic bags (for shame) and the cashier packed all of his groceries. I got the same treatment as last time, although it was easier to manage with the new counters. So I went to customer service and asked , "What's the deal? How do you determine who gets service and who doesn't?" I started off nicely. The customer service person was very cranky. The conversation went south. Quickly. There was no yelling. No tantrum. But the customer service person just didn't want to deal with me, so he asked me to leave. Can you believe it? Me? Gramma-esque type being kicked out of a grocery store? Having led an exceptionally delinquent and wild life in my younger days, my first thought was to trash the little coffee shop they have near the exit. Or at least do a smash up of the wine store. But I am somewhat in the public eye due to my work, so I left quietly.

            Having cursed the location sufficiently with every drive by for about another year, I found myself there two weeks ago. I decided to use the self serve checkout to avoid the bagging issue. At least the expectation of a "self serve" was a given. Everything was going fine until I tried to scan my 50% off sour cream. It had a special sticker. All the sour cream did. And I was supposed to summon the cashier according to the screen. Which I did. And she shouted, not moving from her spot "make sure the bag is on the thing." "But it's not the bag, I have a discount sticker". She left her post to help someone else and I continued to check out my items, putting my sour cream aside. And then she helped another person. So I waved at her and smiled. And then she shouted something about the bags again. And then a well meaning young woman came from the growing line behind me to explain to me how to scan an item and how the "computer" works. All the while the screen clearly says "Please wait for assistance" when I scan my sour cream. So despite the assumption that I am old and therefore some kind of dotty, luddite pain-in-the-arse that shouldn't be trying these newfangled things, I cancel my last entry, rip off the sticker and pay regular price for my sour cream just to get out of there. I slowed down as I passed the Customer Service desk, deciding whether or not to stop for a chat. But there was a gaggle of staff there sharing a very loud conversation with the customer service person about how "f-ing rude and f-ing ignorant" their boss was, ignoring me as I stood and waited. So I left vowing never to return. But I know I will.

            My sister tells me that my 87-year-old aunt got the boot from Sobeys recently for badgering the manager about high prices. Be forewarned Loblaws. I have a legacy to uphold.

            3 Replies
            1. re: pastina

              Pastina, you are so close to Fiesta Farms...don't put yourself through the torture...

              1. re: EarlyDrive

                Thanks. I am a regular Fiesta Farmer. About once a year, though....I am inexplicably drawn...

                1. re: pastina

                  I love Fiesta Farms but come on, the service is terrible! Surly and indifferent teens lurking sullenly behind the deli counter has been my experience. It's great in so many ways, just not in customer service IMO.

                  Fiesta Farms
                  200 Christie St, Toronto, ON M6G, CA

            2. Breadcrumbs, I sympathize with you! I went one time with a list of 5 or 6 items and found only 2 and I ended up abandoning my cart. I figured that since I am forced to go somewhere else for the rest of my list anyway, why bother going through the checkout twice. And this list was very basic items also (pita bread, ginger). Annoying!

              All this having been said though, it is the only place I have been able to find creme fraiche.

              2 Replies
              1. re: Chocolatemama

                Fiesta Farms for Creme Fraiche (as always with butter, dairy etc).
                But just realized you may not be referring to the Dupont Loblaws in your post.

                Fiesta Farms
                200 Christie St, Toronto, ON M6G, CA

                1. We lost all the Loblaws in Scarborough. They were replaced with No Frills and one giant LOBLAW (no "S"). After trying out the Loblaw on Progress, it felt like being at a large No Frills but with higher prices. They don't even bag for you and just keep the line moving by scanning everything quickly not giving anyone time to bag their own groceries. No Frills isn't bad, but I prefer going to my local Highland Farms (at least they still bag for you!). My wife only goes to Loblaw for things we can't get at No Frills or Highland Farms. Our Metro at Port Union is okay and they at least carry Dufflet pastry cakelets.

                  787 Queen St W, Toronto, ON M6J, CA

                  Highland Farms
                  850 Ellesmere Rd, Toronto, ON M1P, CA

                  1. Loblaws in Ottawa, is, fortunately, much better. My experiences at Loblaws in Toronto were appallingly bad, but here in Ottawa, they have been wonderful.

                    Also, I don't know what you're talking about when you say that there's been a decline in the quality of PC products. There have been some utterly fantastic PC products that have come out recently (their new soups in boxes, and their new cookies come to mind), and I can't think of a product I've tried in ages that I didn't think was at least very good.

                      1. re: chowspotting

                        Disappointing, but not surprising given Weston's interests.

                        1. re: Breadcrumbs

                          One of the many things I hate about Loblaws is Galen Junior's condescending commercials. Dude, lay off of Mr. Christie. Chips Ahoy rock, I refuse to buy Loblaws The Decadent cookies because of the way they put down Mr. Christie's Chips Ahoy, and Shoppers Drug Mart puts Oreos, Fudgee-O's & Chips Ahoy on sale pretty regularly, for really cheap. I always buy a few on sale and give Mr. Weston's cookies the cold shoulder.

                      2. I must say I go to Loblaws at Christie and Dupont several times a week and have not had a problem - staff are mostly helpful (although I rarely ask for help since I'm in and out) and generally I sail and out with what I need - also, they seem to have more in stock these days (there was a period a few years ago when I'd go in and find them cleaned out of staples like, say, all types of rice!).

                        1 Reply
                        1. re: Arcadiaseeker

                          .I agree with you...things did slide a bit for a short while but they generally have improved, I do ask for help sometimes and find them most obliging. The Butchers are great, both knowledgable and helpful....I have never had a problem with the Meat or Produce departments... a couple of th aisle's are cramped but not terrible....Now for "BAD"... the older 'fish man" is as rude and as surly as anyone I've ever come across and I have reported him twice for his seriously bad attitude and general rudeness.
                          I will go out of my way to not have to deal with him! Some of the Cashiers are a bit 'ditsy' but I have found most of them to be courteous and friendly...but then I. too am courteous and friendly..what goes around usually comes around. Some of the Customers leave much to be desired in the courtesy that they lack....talking on one's cell while holding a cranky little kid...forcing the cashier to pack everything while all of this was going on was totally disgusting (last weekend)..pay attention to the kid Lady...not the phone!!! Even the dirty looks that came her way from all of us in line did not deter her rude behaviour... The "Courtesy Desk" can also be a problem if some of the younger staff are behind the desk..there are 2 older woman who manage that desk and it is a better experience when they are working which is fairly frequently.....Is Loblaws (Dupont) perfect? Not by a long shot..but it beats the pants off the St.Clair West "Forest Hill Market" in terms of accessibility for some of us older shoppers. I tried Fiesta Farms this summer and was not impressed..too old and cramped. I even went to Dufferin Mall to try the NO FRILLS..not likely to go there any time soon. Sobey's(Dupont) is so-so and only when I am missing something at Loblaws do I venture to that store.
                          Give me the "Wegman's" in Rochester any day!!! But since I llive in Toronto.....

                        2. Loblaws recognizes one simple thing. The standards of the average shopper are one step above pigfood. Therefore they market to their customers and make a pant full of money. If their customers demanded a higher level, magic would happen and they would respond or go out of business. Loblaws is now very busy tearing the heart out of T&T.

                          7 Replies
                          1. re: ttraveller

                            Sadly I notice those changes about T&T too.

                            1. re: tarteaucitron

                              Damn. Even T&T? Sad. Sad, SAD.
                              What the heck did theT&T folks do after selling? Won't they please open a new indie grocery store????

                              1. re: Idas

                                I do not know if I am being overly reactive. Seeing them no longer carrying some of my favourites (that they have been carrying in the last couple of years), while including more non-Asian groceries, makes it so much less appealing to shop there.

                                I wonder if it is only the T&T's in the GTA that are being affected.

                                1. re: tarteaucitron

                                  Plus I've noticed the prices have gone up. I feel what made T&T unique, is gone. Thanks Loblaws.

                                2. re: Idas

                                  I don't see any substantial change for the worse at T&T Milliken.
                                  As I understand it, the B.C. family who built up T&T to its current level simply wanted more capital to expand, and the Loblaw group was the answer. The lady from Burnaby is still in charge, and the bean counters have not yet emerged.

                                  1. re: jayt90

                                    Agreed. Haven't seen any dilution of what T&T is--good, bad, or otherwise--in Mississauga. Food prices have crept up everywhere and T&T has always been a bit more than the nearby Asian discount stores--places whose quality can be sketchy, at best. T&T continues to attract business simply for NOT being those places. I liked the grubby charm of H&H in Mississauga before it became the muddled BTrust market but now shop T&T with no regrets. Doubt seriously the Westons will pull a "Body Snatchers" number on T&T.

                                    1. re: Kagemusha

                                      I was in T&T on Cherry St. a week ago and they only had overpriced Certified Angus flank steak, which used to be a fantastically cheap (non-Angus) item that I usually picked up at T&T (though nowhere near the price of a flank steak at say, Bloor Street Market). I've noticed a few other small changes, but nothing enormous.

                                      Cherry St. Restaurant
                                      275 Cherry St, Toronto, ON M5A 3L3, CA

                            2. I can sympathize with your Dupont/Christie Loblaws experience. I used to be a regular at that particular store until I had a few bad experiences. After purchasing ice creams that had clearly been melted, refrozen and crystallized along with never finding basics stocked on shelves, items with soon to expire best before dates, unresponsive if not rude staff and lacklustre produce, I've stopped going.

                              I've been disappointed by other Loblaws as well, particularly in the freshness of produce. How many times does Loblaws think they can charge outrageous prices for wilted produce and maintain customer retention?

                              As much as I used to love Loblaws, I find my love affair evaporating. Nowadays, most of my grocery dollar has been spent elsewhere

                              1. You know what really makes me mad? Loblaws’ silly “Price Checked Weekly” signs! They are meaningless. A manager and a customer service rep at Dupont/Christie both confirmed what I suspected: that it means nothing really. Not price matching (which it certainly implies). Simply that they check what competitors are charging. Oh really? So why not put other silly signs around the store telling us about your operational practices. How about “These items taken out of a box and put on this shelf” or “We can fit 24 jars of Pickles on this shelf” or “This milk is refridgerated for your comfort”? It’s misleading and I am complaining to Industry Canada’s Competition Bureau and so should you. The Price Checked Weekly items are almost invariably higher than No Frills.

                                2 Replies
                                1. re: A flock of seagulls

                                  That is what I have been suspecting those signs mean anyway! And together with the eye-catching labels offering miniscule discounts such as 30 cents off, they are an insult to a shopper's intelligence ("Ha ha, made you look!"). I am shopping at a Loblaws only because it is the closest big-box grocer nearby.

                                  Good for you to find the time to call CCB -- you are doing us a favour.

                                  1. re: A flock of seagulls

                                    It would be amazing if you printed out those signs, put them up at a loblaws and took some pictures!

                                  2. My impression is that this is a general trend among all the stores. the quality of everything has gone down. I mainly go whereever my chosen meat is on sale, as that tends to be the big ticket items. I've noticed a severe decline in the quality being sold over past 2-3 years. Most stores carry, on their usual racks, AA beef, at best. You used to be able to find plenty of AAA beef, but not anymore. All of the sale meats (steaks, roasts), tend to be AA for beef. I am not sure of the ratings for poultry or pork, but I've noticed a similar decline in the quality. Of course, prices have not gone down.

                                    3 Replies
                                    1. re: pbelanger

                                      Anyone try the Ocean's that displaced the Food Basics at HWY 10 and Eg in Mississauga? I was there recently. Super busy. Quality seemed good, but priced higher than my T & T at Burnhamthorpe and Mavis. I liked the look of the prepared foods--- a lot Canadianized Chinese food. The flight attendent uniforms on the cashiers is an interesting choice too.

                                      1. re: Brain of J

                                        I didn't realize it was now open...it seemed like it was under renovation for the longest time. Do they also offer the hot table that you would find at T&T?

                                        1. re: Brain of J

                                          It's really has a more pan-Asian slant than T&T with limited Chinese overlap. I shop the one in Brampton for the great assortment of fresh herbs. Prepared foods are run-of-the-mill.

                                      2. We have removed some posts discussing unionization at grocery stores and in general. Please keep the discussion to grocery shopping; opinions on unions are off topic for this board.

                                        1. Most of the comments about Loblaws and Metro are so true. When I can't find some items at No Frills at Kingston and Midland Rd., I will go to Loblaws at Victoria Park and Gerard. It's incredible how many brands have been removed from shelves. The selection is also quite sparse. Also No Frills has completely removed some items. If anyone remembers, when No Frills opened it was supposed to be like Loblaws but without "Frills". It was like that for a few years. if you compared fruits at No Frills it was smaller compared to what Loblaws offered. For the most part, vegetables and fruit at No Frills are fresh and of good quality. Recently, a relative returned from visiting Northern Ireland and described produce she saw at a supermarket there. The selection was outstanding and much, much better compared to what we find in stores in Toronto.

                                          Victoria Park Restaurant
                                          335 Durham Market St N, Kincardine, ON N2Z1Z4, CA

                                          4 Replies
                                          1. re: serbianbelle

                                            Does anyone shop at Joe??? What a complete and utter waste of precious space in the Loblaws/Zehrs/SuperStore group of stores! I'll rejoice the day they scrap that dumb idea and reconfigure the aisles to actually allow a couple of side by side carts with space for passing one another. I go to the grocery store for, um ... GROCERIES, not toys, clothes, lawn furniture or barbecues! It would be nice to see an expanded organics and health food section, more ethnic foods of all ilks and better quality prepared foods. I used to visit the sandwich counter at my Zehrs occasionally and have a tuna or egg salad sandwich. It was always interesting to me that the salads would vary in taste somewhat, depending on who made them fresh that morning. Then, one day everything changed. Suddenly the egg and tuna salads had identically lame seasonings, tasted over-processed and mushy. I inquired as to what had changed and the clerk informed me that all salads were now prepared elsewhere and in bulk. That was the last time I bought a sandwich there. Around the same time, the barbecued chickens experienced an increase in size, price and salt content. I saw what looked like an upgrade in salads, but after a few tastes, was repulsed enough by the high prices and generic flavours to abandon the notion of buying anything prepared.

                                            My options in Windsor are few. I hate Metro. Sobey's is expensive and not located anywhere near me. The Price Chopper and Food Basics are okay for some items, but the shopping experience there is unsatisfying and I don't like the quality of their meats. I can go to Remark and pay more for some higher end items, but then I also pay more for standard items too, and they don't carry any organics. I only stick with Zehrs because a) the location works for me, and b) I like the "free from" poultry.

                                            I'd like to return to the days when we went to small specialty shops for the best of whatever we needed. Time is an issue, though. I don't have time to visit several shops each day for the freshest of the fresh. Why can't the big grocery stores recognize this and provide high quality items in the variety that most time-challenged shoppers desire?

                                            1. re: 1sweetpea

                                              I've found Remark (at least at the location in London) charges less than Loblaws/Superstore for several pantry staples. Unico chickpeas and kidney beans are always $0.99 a can at Remark, whereas the same beans usually run around $1.29 at the Superstore across the street. The year-round fresh herbs at Remark are grown in Canada or the States whereas the similarly priced year-round fresh herbs at Superstore are often grown in South America (too far to import perishable fresh herbs imo). While Remark stocks a lot of higher end items, they stock bettter quality produce (which might cost a little more, but I'm willing to spend a little more for California-grown garlic and Hawaii-grown ginger), and keep most of the regular groceries at reasonable, competive prices. I wish Pusateri's and Whole Foods would do the same thing.

                                              1539 Avenue Rd, Toronto, ON M5M, CA

                                              1. re: phoenikia

                                                I think Remark has better deli goods as well. We had lunch with our London family, and the meats were far superior than what I have had at local big box grocers.

                                                Another dis for Loblaws - No horseradish at the QQ store yesterday. I was referred to No Frills by an employee... lol.

                                                1. re: Derksen

                                                  Agree that Remark has better deli goods than most grocery stores, as well as a much larger selection, including many locally produced cured meats from Sikorski's.

                                                  I've found Remark's fresh meat to also be higher quality than what's found at most standard grocery stores. I buy all my lamb and turkey (incl. Hayter's hot Italian turkey sausage) from Remark.

                                          2. I only mess with the one Canadian Superstore on Progress in Scarborough. Note- I do live close enough to walk to the Queen's Quay Loblaws (passing the Sobey's on the way- not bad, but pretty limited), but frankly, you only have to sell me meat that goes bad within 24 hours IN THE FRIDGE twice to keep me from shopping there. The last straw was when I bought a pack of cnicken, opened it once I got home- and it had obviously gone bad. The smell was unmistakable.

                                            No more- I'll stick with Scarborough or St. Lawrence, thank you very much.

                                            Can we please start a petition for Danny Wegmans to bring Wegmans up here? that is the one thing I swear I miss about Western New York.

                                            1 Reply
                                            1. re: jaedalaurez

                                              On Wegmans, great idea. . .just tell me where to sign! Definitely a customer-centric store. I love Wegmans.

                                              As for the rotting meat at Loblaws, you brought back another bad memory! I took a package of veal back, it turned a grey-green over night and, you could smell it without even opening it. The only thing more frustrating than having to delay your dinner plans to drive back to the store to return the meat, then wait in line at customer "service" is to have the un-appologetic attendant look at the meat then look at you with disgust and say "Did you put it in the fridge?"

                                              I have to say, its now been over a month since my OP and I have been very happy with Sobey's. The employees in the store I'm going to all seem happy and are quick to offer assistance. I've been very happy with their selection of fresh fish, seafood and meat and I'm not sure if additional items have been added for the holiday season but the cheese and deli selection has been really good.