Most Customers Ask…
Ontario
At Sobeys we are committed to serving our customers and making it right for you. Below are answers to some of the more commonly asked questions. If you can’t find the answer you are looking for, or would like to provide us with feedback, please don’t hesitate to contact us through one of the methods below.
For information about our stores or to discuss a store experience:
1-888-821-5557 (8:00am-4:30pm EST, Monday to Friday)
customer.care.ontario@sobeys.com
4980 Tahoe Blvd., Mississauga, Ontario, L4W 0C7
Own Brands: Panache, Compliments, Best Buy, Eight Treasures, Chalo
1-866-672-0061 (8am-5pm EST, Monday to Friday)
Contact Us | Compliments.ca
4980 Tahoe Blvd., Mississauga, Ontario, L4W 0C7
Frequently Asked Questions:
Q: What is your product return policy?
A: Sobeys has a 100% satisfaction guarantee. Promising 100% satisfaction and “no excuses,” the guarantee ensures money back or a free replacement on any item that left a customer unsatisfied for any reason.
Panache, Compliments, Best Buy, Eight Treasures, Chalo: If ever one of our products does not meet your expectations, please feel free to return it to the store on your next visit. Your purchase will gladly be replaced or refunded, and your comments, with complete product information, will be forwarded to our Customer Care Team.
Q: What is Sobeys coupon policy?
A: Supplier (Vendor) and Store Coupons
- Expiry date on coupon must not have passed
- Must have a Canadian redemption address
- Can only be redeemed against the purchase of the item specified on the coupon
- Respect the coupon face value even if higher than the price in effect
- Re-imburse the difference in cash if the value of the coupon is higher than the price in effect
- May not be combined with any other offer. Exception: Sobeys Direct Mail/Scene+ Coupons
- For BOGO, coupons will only be accepted for the item purchased, not the free item
- Limited to one (1) coupon per item purchased unless otherwise stated on the coupon
- Supplier (Vendor) coupons must not be printed on plain paper or photocopied
- Coupons cannot state “Mail In Offer” or “Mail In For Rebate”. These coupons must be mailed in by the customer to the address provided
B: Internet Coupons
- Expiry date on coupon must not have passed
- Must have a Canadian redemption address
- Can only be redeemed against the purchase of the item specified on the coupon
- Respect the coupon face value even if higher than the price in effect
- Re-imburse the difference in cash if the value of the coupon is higher than the price in effect
- May not be combined with any other offer. Exception: Sobeys Direct Mail/Scene+ Coupons
- For BOGO, coupons will only be accepted for the item purchased, not the free item
- Limited to one (1) coupon per item purchased unless otherwise stated on the coupon
- Must include a picture of the product on the coupon. (Exception: Sobeys Direct Mail/Scene+ Coupons)
- Coupon will not be accepted if it is non-legible
- Must not exceed a value of $25.00
- Must have at least one (1) UPC. (Exception: Sobeys Direct Mail/Scene+ Coupons)
- Coupons cannot state “Mail In Offer” or “Mail In For Rebate”. These coupons must be mailed in by the customer to the address provided
C: Sobeys/Safeway Fuel Coupons
- Fuel coupons issued in Atlantic Canada are redeemable at any Sobeys, Foodland or participating Co-Op locations
- Safeway Fuel coupons issued by a Safeway Fuel locations are redeemable at any Safeway location
- Fuel coupons have NO cash value and cannot be a used as an exchange for cash or Corporate Gift Card
- No change will be given back if the item is less than the value of the fuel coupon
- Cannot be redeemed for prescriptions, tobacco or lottery purchases
- Coupons must not be printed on plain paper or photocopied
D: Sobeys Direct Mail/Scene+ Coupons
- Expiry date on the coupon must not have passed
- Can only be used against the purchase of the specified item on the coupon unless otherwise stated
- Customers must use their Scene+ Collector Card to collect the rewards
- If a customer is unable to print the coupon, the store can accept it shown on their smart phone
- If a customer is unable to print the coupon, the store can accept it written on a piece of paper as long as it has the description of the offer and the UPC
E: Taxes on Coupons
- Bottle deposits must still be paid by the customer (Unless otherwise stated on the coupon)
- Free items must be handled according to the Provincial Taxation Laws and/or as indicated by the Supplier
Q: What is your scanning accuracy policy?
A: We strive at all times to ensure accuracy in our pricing and adhere to the Scanner Price Accuracy Code as determined by the Retail Council of Canada.
Refer to the following site link for additional details around this code
Q: Does Sobeys have a rewards program?
A: Yes, Sobeys now brings customers the Scene+ Reward Program.
Q: Do you sell gift cards?
A: Gift cards are available in amounts between $5 to $500, and can be used at any of our banners – Sobeys, FreshCo, IGA and Foodland. However, they are not redeemable at the BC Market Place IGA locations in British Columbia.
Please be advised that we also sell gift cards for a variety of services and vendors. Please visit our Gift Card page or your closest store for details. Gift Card purchases are non-refundable.
Q: How can I request that my store carry a certain product?
A: Product Availability varies from one store to another and selection is customized to meet individual community needs. We invite you to speak with your local store manager regarding the product selection availability where you shop.
Q: Why is nutritional information not provided on some items in the bakery and deli?
A: Items using standard recipes (a mix prepared at the store with no additional ingredients) are labelled with a Nutritional Facts Table, as the recipes are the same from store to store. However, for recipes that use a store-specific recipe, the Nutritional Facts Table is not required; the recipe, and as such the nutritional information, may vary from store to store. We invite you to speak to the bakery or deli department so that they may provide you with the nutritional information. While store staff should always be able to provide the ingredient lists, nutritional values are not always available (store substitutions) and not required.
Q: Can I check product availability online?
A: At this time customers are unable to check individual store product availability online, however please feel free to contact your closest store where they will be more than happy to assist you.
Q: Does Sobeys offer online ordering?
A: At this time, online ordering is available in selected areas for curbside pickup or delivery with Voilà by Sobeys. Please visit voila.ca for details.
Q: How will Sobeys handle cash transactions following Government of Canada’s plan to eliminate the penny?
A: The Government of Canada is phasing out the penny. Starting February 4, 2013, pennies will no longer be distributed to businesses or financial institutions.
In our stores, pennies will continue to be accepted. For cash payments where change is owed, your change will be rounded to the nearest five-cent increment using the following Government of Canada rounding guidelines:
- Amounts ending in 1 cent and 2 cents are rounded down to the nearest 10 cents.
- Amounts ending in 3 cents and 4 cents are rounded up to the nearest 5 cents.
- Amounts ending in 6 cents and 7 cents are rounded down to the nearest 5 cents.
- Amounts ending in 8 cents and 9 cents are rounded up to the nearest 10 cents.
- Amounts ending in 0 cent and 5 cents remain unchanged.
Our rounding approach may not be adopted by third-party service providers operating within our store environment. Please contact those providers directly if you have any questions about their rounding policies related to the elimination of the penny.
Electronic transactions such as debit and credit cards don’t need to be rounded, and will not be impacted.
For more information, please visit the Government of Canada “Phasing out the Penny” site at www.actionplan.gc.ca/penny or call 1-800-O-Canada.
Atlantic
At Sobeys we are committed to serving our customers and making it right for you. Below are answers to some of the more commonly answered questions. If you can’t find the answer you are looking for, or would like to provide us with feedback, please don’t hesitate to contact us through one of the methods below.
For information about our stores or to discuss a store experience:
1-888-944-0442 (8:00am-5:00pm AST, Monday to Friday)
123 Foord Street, Stellarton, NS B0K 1S0
Own Brands: Panache, Compliments, Best Buy, Eight Treasures, Chalo
1-866-672-0061 (8am-5pm EST, Monday to Friday)
Contact Us | Compliments.ca
1680 Tech Avenue, Unit #1 Mississauga, ON L4W 5S9
Frequently Asked Questions:
Q: What is your product return policy?
A: Sobeys has a 100% satisfaction guarantee. Promising 100% satisfaction and “no excuses,” the guarantee ensures money back or a free replacement on any item that left a customer unsatisfied for any reason.
Panache, Compliments, Best Buy, Eight Treasures, Chalo: If ever one of our products does not meet your expectations, please feel free to return it to the store on your next visit. Your purchase will gladly be replaced or refunded, and your comments, with complete product information, will be forwarded to our Customer Care Team.
Q: What is Sobeys’ coupon policy?
A: Supplier (Vendor) and Store Coupons
- Expiry date on coupon must not have passed
- Must have a Canadian redemption address
- Can only be redeemed against the purchase of the item specified on the coupon
- Respect the coupon face value even if higher than the price in effect
- Re-imburse the difference in cash if the value of the coupon is higher than the price in effect
- May not be combined with any other offer. Exception: Sobeys Direct Mail
- For BOGO, coupons will only be accepted for the item purchased, not the free item
- Limited to one (1) coupon per item purchased unless otherwise stated on the coupon
- Supplier (Vendor) coupons must not be printed on plain paper or photocopied
- Coupons cannot state “Mail In Offer” or “Mail In For Rebate”. These coupons must be mailed in by the customer to the address provided
B: Internet Coupons
- Expiry date on coupon must not have passed
- Must have a Canadian redemption address
- Can only be redeemed against the purchase of the item specified on the coupon
- Respect the coupon face value even if higher than the price in effect
- Re-imburse the difference in cash if the value of the coupon is higher than the price in effect
- May not be combined with any other offer. Exception: Sobeys Direct Mail
- For BOGO, coupons will only be accepted for the item purchased, not the free item
- Limited to one (1) coupon per item purchased unless otherwise stated on the coupon
- Must include a picture of the product on the coupon. (Exception: Sobeys Direct Mail)
- Coupon will not be accepted if it is non-legible
- Must not exceed a value of $25.00
- Must have at least one (1) UPC. (Exception: Sobeys Direct Mail)
- Coupons cannot state “Mail In Offer” or “Mail In For Rebate”. These coupons must be mailed in by the customer to the address provided
C: Sobeys/Safeway Fuel Coupons
- Fuel coupons issued in Atlantic Canada are redeemable at any Sobeys, Foodland or participating Co-Op locations
- Safeway Fuel coupons issued by a Safeway Fuel locations are redeemable at any Safeway location
- Fuel coupons have NO cash value and cannot be a used as an exchange for cash or Corporate Gift Card
- No change will be given back if the item is less than the value of the fuel coupon
- Cannot be redeemed for prescriptions, tobacco or lottery purchases
- Coupons must not be printed on plain paper or photocopied
D: Sobeys Direct Mail
- Expiry date on the coupon must not have passed
- Can only be used against the purchase of the specified item on the coupon unless otherwise stated
- If a customer is unable to print the coupon, the store can accept it shown on their smart phone
- If a customer is unable to print the coupon, the store can accept it written on a piece of paper as long as it has the description of the offer and the UPC
E: Taxes on Coupons
- Bottle deposits must still be paid by the customer (Unless otherwise stated on the coupon)
- Free items must be handled according to the Provincial Taxation Laws and/or as indicated by the Supplier
Q: What is your scanning accuracy policy?
A: We strive at all times to ensure accuracy in our pricing and adhere to the Scanner Price Accuracy Code as determined by the Retail Council of Canada.
Refer to the following site link for additional details around this code
Q: Do you sell gift cards?
A: Gift cards are available in amounts between $5 to $500, and can be used at any of our banners – Sobeys, FreshCo, IGA and Foodland. However they are not redeemable at the BC Market Place IGA locations in British Columbia.
Please be advised that we also sell gift cards for a variety of services and vendors. Please visit our Gift Card page or your closest store for details. Gift Card purchases are non-refundable.
Q: How can I request that my store carry a certain product?
A: Product availability varies from one store to another and selection is customized to meet individual community needs. We invite you to speak with your local store manager regarding the product selection available where you shop.
Q: Why is nutritional information not provided on some items in the bakery and deli?
A: Items using standard recipes (a mix prepared at the store with no additional ingredients) are labelled with a Nutritional Facts Table, as the recipes are the same from store to store. However, for recipes that use a store specific recipe, the Nutritional Facts Table is not required; the recipe, and as such, the nutritional information may vary from store to store. We invite you to speak to the bakery or deli department so that they may provide you with the nutritional information. While store staff should always be able to provide the ingredient lists, nutritional values are not always available (store substitutions) and not required.
Q: Can I check product availability online?
A: At this time customers are unable to check individual store product availability online, however please feel free to contact your closest store where they will be more than happy to assist you.
Q: Does Sobeys offer online ordering?
A: At this time, online ordering is available in selected areas for curbside pickup or delivery with Voilà by Sobeys. Please visit voila.ca for details.
Q: How will Sobeys handle cash transactions following Government of Canada’s plan to eliminate the penny?
A: The Government of Canada is phasing out the penny. Starting February 4, 2013, pennies will no longer be distributed to businesses or financial institutions.
In our stores, pennies will continue to be accepted. For cash payments where change is owed, your change will be rounded to the nearest five-cent increment using the following Government of Canada rounding guidelines:
- Amounts ending in 1 cent and 2 cents are rounded down to the nearest 10 cents.
- Amounts ending in 3 cents and 4 cents are rounded up to the nearest 5 cents.
- Amounts ending in 6 cents and 7 cents are rounded down to the nearest 5 cents.
- Amounts ending in 8 cents and 9 cents are rounded up to the nearest 10 cents.
- Amounts ending in 0 cent and 5 cents remain unchanged.
Our rounding approach may not be adopted by third-party service providers operating within our store environment. Please contact with those providers directly if you have any questions about their rounding policies related to the elimination of the penny.
Electronic transactions such as debit and credit cards don’t need to be rounded, and will not be impacted.
For more information, please visit the Government of Canada “Phasing out the Penny” site at www.actionplan.gc.ca/penny or call 1 800 O-Canada.
West
At Sobeys we are committed to serving our customers and making it right for you. Below are answers to some of the more commonly answered questions. If you can’t find the answer you are looking for, or would like to provide us with feedback, please don’t hesitate to contact us through one of the methods below.
For information about our stores or to discuss a store experience:
1-888-476-2397 Option 2 (8:00am-4:00pm MST, Monday to Friday)
13140 St. Albert Trail, Edmonton, AB T5L 4P6
Own Brands: Panache, Compliments, Best Buy, Eight Treasures, Chalo
1-866-672-0061 (8am-5pm EST, Monday to Friday)
Contact Us | Compliments.ca
1680 Tech Avenue, Unit #1 Mississauga, ON L4W 5S9
Frequently Asked Questions:
Q: What is your product return policy?
A: Sobeys has a 100% satisfaction guarantee. Promising 100% satisfaction and “no excuses,” the guarantee ensures money back or a free replacement on any item that left a customer unsatisfied for any reason.
Panache, Compliments, Best Buy, Eight Treasures, Chalo: If ever one of our products does not meet your expectations, please feel free to return it to the store on your next visit. Your purchase will gladly be replaced or refunded, and your comments, with complete product information, will be forwarded to our Customer Care Team.
Q: How will Sobeys handle cash transactions following Government of Canada’s plan to eliminate the penny?
A: Sobeys has a 100% satisfaction guarantee. Promising 100% Satisfaction and “no excuses,” the guarantee ensures money back or a free replacement on any item that left a customer unsatisfied for any reason.
Q: What is Sobeys’ coupon policy?
A: Supplier (Vendor) and Store Coupons
- Expiry date on coupon must not have passed
- Must have a Canadian redemption address
- Can only be redeemed against the purchase of the item specified on the coupon
- Respect the coupon face value even if higher than the price in effect
- Re-imburse the difference in cash if the value of the coupon is higher than the price in effect
- May not be combined with any other offer. Exception: Sobeys Direct Mail
- For BOGO, coupons will only be accepted for the item purchased, not the free item
- Limited to one (1) coupon per item purchased unless otherwise stated on the coupon
- Supplier (Vendor) coupons must not be printed on plain paper or photocopied
- Coupons cannot state “Mail In Offer” or “Mail In For Rebate”. These coupons must be mailed in by the customer to the address provided
B: Internet Coupons
- Expiry date on coupon must not have passed
- Must have a Canadian redemption address
- Can only be redeemed against the purchase of the item specified on the coupon
- Respect the coupon face value even if higher than the price in effect
- Re-imburse the difference in cash if the value of the coupon is higher than the price in effect
- May not be combined with any other offer. Exception: Sobeys Direct Mail
- For BOGO, coupons will only be accepted for the item purchased, not the free item
- Limited to one (1) coupon per item purchased unless otherwise stated on the coupon
- Must include a picture of the product on the coupon. (Exception: Sobeys Direct Mail)
- Coupon will not be accepted if it is non-legible
- Must not exceed a value of $25.00
- Must have at least one (1) UPC. (Exception: Sobeys Direct Mail)
- Coupons cannot state “Mail In Offer” or “Mail In For Rebate”. These coupons must be mailed in by the customer to the address provided
C: Sobeys/Safeway Fuel Coupons
- Fuel coupons issued in Atlantic Canada are redeemable at any Sobeys, Foodland or participating Co-Op locations
- Safeway Fuel coupons issued by a Safeway Fuel locations are redeemable at any Safeway location
- Fuel coupons have NO cash value and cannot be a used as an exchange for cash or Corporate Gift Card
- No change will be given back if the item is less than the value of the fuel coupon
- Cannot be redeemed for prescriptions, tobacco or lottery purchases
- Coupons must not be printed on plain paper or photocopied
D: Sobeys Direct Mail
- Expiry date on the coupon must not have passed
- Can only be used against the purchase of the specified item on the coupon unless otherwise stated
- If a customer is unable to print the coupon, the store can accept it shown on their smart phone
- If a customer is unable to print the coupon, the store can accept it written on a piece of paper as long as it has the description of the offer and the UPC
E: Taxes on Coupons
- Bottle deposits must still be paid by the customer (Unless otherwise stated on the coupon)
- Free items must be handled according to the Provincial Taxation Laws and/or as indicated by the Supplier
Q: What is your scanning accuracy policy?
A: We strive at all times to ensure accuracy in our pricing and adhere to the Scanner Price Accuracy Code as determined by the Retail Council of Canada.
Refer to the following site link for additional details around this code
Q: Do you sell gift cards?
A: Gift cards are available in amounts between $5 to $500, and can be used at any of our banners – Sobeys, FreshCo, IGA and Foodland. However, they are not redeemable at the BC Market Place IGA locations in British Columbia.
Please be advised that we also sell gift cards for a variety of services and vendors. Please visit our Gift Card page or your closest store for details. Gift Card purchases are non-refundable.
Q: How can I request that my store carry a certain product?
A: Product availability varies from one store to another and selection is customized to meet individual community needs. We invite you to speak with your local store manager regarding the product selection available where you shop.
Q: Why is nutritional information not provided on some items in the bakery and deli?
A: Items using standard recipes (a mix prepared at the store with no additional ingredients) are labelled with a Nutritional Facts Table, as the recipes are the same from store to store. However, for recipes that use a store-specific recipe, the Nutritional Facts Table is not required; the recipe, and as such, the nutritional information may vary from store to store. We invite you to speak to the bakery or deli department so that they may provide you with the nutritional information. While store staff should always be able to provide the ingredient lists, nutritional values are not always available (store substitutions) and not required.
Q: Can I check product availability online?
A: At this time customers are unable to check individual store product availability online, however, please feel free to contact your closest store, where they will be more than happy to assist you.
Q: Does Sobeys offer online ordering?
A: At this time, online ordering is available in selected areas for curbside pickup or delivery with Voilà by Sobeys. Please visit voila.ca for details.
Q: How will Sobeys handle cash transactions following Government of Canada’s plan to eliminate the penny?
A: The Government of Canada is phasing out the penny. Starting February 4, 2013, pennies will no longer be distributed to businesses or financial institutions.
In our stores, pennies will continue to be accepted. For cash payments where change is owed, your change will be rounded to the nearest five-cent increment using the following Government of Canada rounding guidelines:
- Amounts ending in 1 cent and 2 cents are rounded down to the nearest 10 cents.
- Amounts ending in 3 cents and 4 cents are rounded up to the nearest 5 cents.
- Amounts ending in 6 cents and 7 cents are rounded down to the nearest 5 cents.
- Amounts ending in 8 cents and 9 cents are rounded up to the nearest 10 cents.
- Amounts ending in 0 cent and 5 cents remain unchanged.
Our rounding approach may not be adopted by third-party service providers operating within our store environment. Please contact with those providers directly if you have any questions about their rounding policies related to the elimination of the penny.
Electronic transactions such as debit and credit cards don’t need to be rounded, and will not be impacted.
For more information, please visit the Government of Canada “Phasing out the Penny” site at www.actionplan.gc.ca/penny or call 1 800 O-Canada.
e-Flyer
Q: I cannot view the e-flyer—what should I do?
Select the browser you are using:
A: In Internet Explorer, Version 8
In the top menu of your browser, click Tools and then click Internet Options.
On the General tab, under the Browsing History section, click Delete.
A new dialog box will open. Select Cookies and Temporary Internet files, then click Delete.
Back under the General tab, under the Browsing History section, click Settings.
A new dialog box will open. Ensure “Automatically” is selected under “Check for newer versions of stored pages”. Click OK.
Close your browser and try loading the e-flyer again.
If this does not work, please email the Sobeys Customer Care Team at customer.care.ontario@service.com or call 1-888-944-0442 for assistance.
In Internet Explorer, Version 7
In the top menu of your browser, click Tools and then click Internet Options.
On the General tab, under the Browsing History section, click Delete.
A new dialog box will open. click Delete Cookies and click Yes when it asks if you are sure.
Back under the General tab, under the Browsing History section, click Settings.
A new dialog box will open. Ensure “Automatically” is selected under “Check for newer versions of stored pages”. Click OK.
Close your browser and try loading the e-flyer again.
If this does not work, please email the Sobeys Customer Care Team at customer.care.ontario@service.com or call 1-888-944-0442 for assistance.
In Firefox, Version 3.x
In the top menu of your browser, click Tools and then click Options.
Click the Advanced icon in the top row, then click the Network tab.
Under the Offline Storage section, click Clear Now and click OK.
Close your browser and try loading the e-flyer again.
If this does not work, please email the Sobeys Customer Care Team at customer.care.ontario@service.com or call 1-888-944-0442 for assistance.
In Safari, Version 5.x
Click the Settings button in the top right corner of your browser window.
Click Reset Safari.
Select Empty the cache and Remove all Cookies and click Reset.
Close your browser and try loading the e-flyer again.
If this does not work, please email the Sobeys Customer Care Team at customer.care.ontario@service.com or call 1-888-944-0442 for assistance.
In Google Chrome, Versions 9x and 10x
Click the Tools button (wrench icon) in the top right corner of your browser window.
Click Options.
Click the Under the Hood tab.
Select Empty the Cache and Delete Cookies and other site data.
Click Clear browsing data.
Close your browser and try loading the e-flyer again.
If this does not work, please email the Sobeys Customer Care Team at customer.care.ontario@service.com or call 1-888-944-0442 for assistance.
Careers
Q: Does Sobeys accept employment applications online?
A: Sobeys is proud to have been part of our community for over 100 years and we are always on the lookout for talented individuals to join the company. Applications may be submitted directly through the website to our Human Resources Department or visit our website at www.sobeyscareers.ca. We also encourage you to visit the store for store-level opportunities.
