Fortinos

Love this store! Like most places, they're on the higher end of pricing. But, the quality is worth it! They always have a huggggge selection of 50% off stuff in the far corner, and a great beer and wine selection. The older blonde lady Carol, I think that works costumer service is super nice and helpful. She's exactly what I want from a customer service interaction. Straight to the point, helpful and no time wasted. She'll even walk you through how to get a free box of cookies or whatever PC is offering at the time.

Awesome place clean store and nice sanitized bathrooms.nnTo Knows:nn1. You want a fruit backer make no problem go to the fruit station and order it a day in advance and they will have it ready fresh. I did it but didn’t take a photo.nn2.Their meat are healthy and fresh.nn3. Workers are extremely helpful.nn4. Birthdays cakes are amazing they also have characters to get and choose from.nnMy visit there was amazing everything is beyond fresh.nnFlowers is so amazing so guys go get your wife some flowers, because it’s them who keep the family together.

I am writing to express my concern regarding the ongoing experiences I’ve had with a particular employee who regularly works at the customer service desk. The behaviour I’ve encountered is far from the level of customer care that the Waterdown Fortinos has always been known for.nnOver the past several months, I’ve experienced repeated rudeness and dismissiveness from this woman. A few months ago, while simply trying to buy lottery tickets, I was spoken to with such unnecessary attitude that I left the store feeling uncomfortable. I’ve also overheard her refusing other customers over very minor issues, using a tone that feels unhelpful and condescending.nnWhat upsets me most is how drastically the customer service standards seem to have changed & declined over the years. This store used to be extremely committed to customer care. Staff were required to stand at the end of the till, offer to cash customers out, offer help with packing bags, greet every customer, and genuinely make people feel taken care of. The customer service desk especially was trained to assist whenever needed — no matter the circumstance.nnNow, there isn’t even a simple “hello.” Instead of helping customers, employees immediately shut people down, argue, or talk back. It gives the impression that customers are a burden rather than the reason the store exists.nnI truly value Fortinos and have shopped here for many many years. That is why I feel it’s important to speak up. I hope this feedback is taken seriously and that appropriate action or retraining can be provided specifically to the young woman at customer service.nnA customer service desk should set the tone for the entire store, and right now, it’s falling short of the standards Fortinos has always represented.nnThank you for taking the time to read this. I appreciate your attention to the matter.

Their customer service is atrocious. Frozen veggies are $2 off as advertised in their flyer, shelves are empty. Go to customer service to request a raincheck and she had to call someone to make sure the shelf was really empty, as if I’m blind and can’t see for myself. How hard is it to issue a raincheck? Ended up walking out without it. This is why I don’t shop at fortinos. You hire incompetent children to run your store and even the supervisors or managers don’t step up like the one who instructed this young girl to call instead of walking over and checking it herself. This is far from the only bad customer service experience at this location. I’ve had issues with catering dept when picking up an order and meat department. 2 x $30 Steaks were so rotten the smell almost made me pass out when I opened the wrapping and when I brought them back they said “we can only refund or exchange one” uh, excuse me, why???? I bought these yesterday and they’re foul, how is this my problem and not yours? TRAIN YOUR STAFF OR LOWER YOUR PRICES - this is a joke!

Fortinos Waterdown is my favourite local store. I usually bike there when the weather allows it. There’s a place in front of the store where I can securely lock my bicycle. The staff goes above and beyond my expectations. I love the huge selection of whole, organic, sustainable and local foods. The natural beauty section is also remarkable. The kind employees and the shopping experience always add to my life.