Complaint Review: Metro Grocery Store North Bay Ontario

I and my wife were in the Metro Grocery Store here in North Bay, on Saturday, June 30, 2013 at approximately 3:30pm.  We were checking out at approximately 3:45pm.  We had a coupon for purchasing Glade products which was for, if you purchased $15.00 of their products, you would get back $10.00 at the cashier.  We selected items to come to that amount.  One of the items was on sale.  I do not have my receipt, but when I first called them, on July 5, and spoke to Patty, who I found out was the "Front End Cashier", she had little concern for my complaint.  When we got to the cashier, who was new as she stated, and entered the unit described below, it came up at regular price.  This is I questioned and she told me if it was on sale that it would come up at the end, as a discount.  It didn't.  Another more experienced cashier got involved.  The product was listed on the store shelf as being on sale, they did give it to us for that listed sale price and the other woman went and removed the label from the shelf.  Now back to the Management of Metro. 

I told Patty that I had discussed this purchase with someone, because the actual product we purchased from them that day which was the Glade Automatic Air Freshener Dispenser, had actually caused a problem in that my wife suffered  a personal injury due to that procuct.  I did complain to Glade about this and they offered me coupons to purchase more of the product, which seemed funny to me, due to the fact that I was complaining to them due to the injury to my wife's eyes that this product inadvertently caused.  Patty was not interested in the details of that which was fine with me.  The person I was relaying this story to, told me that in Ontario there is a law called the Scanning Code of Practice, to which Metro is a member, and states that if a product scans incorrectly you get $10.00 off if it is over $10.00, or if it is less you get it for free.  I immediately called the Grocery Store involved when I got home that day.  I had also checked online to make sure that this was indeed correct.  Because I did not have my receipt, she was reluctant to do anything.  However I did know that by giving them the day and approximate time they could find it.  She made excuses but did leave me a message this morning.  She agreed with the Scanning Code of Practice and said that now, because with the sale price of the actual amount I spent on Glade Products was $14.48 that I was not entitled to use that coupon.   I then began saying to her what I had said yesterday, that I was unfamiliar with this code of law, and that as the member of it, they werre responsible for adhering to those policies, not me the unsuspecting consumer.  I wonder how many other people they have pulled this on because this is not I believe a one time mistake, and that that is due to al lot of people not knowing about this code.  I responded to her, that if the cashier at the time of purchase had told me this I would have gone back to the shelf and picked up another refill to get the coupon value.  I was not told this.   Now when I am on the phone today calling her back, she informed me that she had spoken to the store manager and that they would be doing nothing.  In other words, "We don't care, we don't have to, we're Metro Grocery Store.  Well la dee dah. 

I believe that they have broken rules according to the code,  They are the ones to know this and inform thieir cashiers and staff.  So just how many prople have they, and possibly everyone else who probably is unfamilar with this code of law, have they taken adavantage of?  They knew this and failed to act accordingly and worst of all provided the worst customer service I have ever in my life encountered.  And this is the management!!!  What happened to the Customer is always right?

This to me is unbelievable.  And I will certainly be informing other people of Metro Grocery and it's concern for their customers.  I should add for your knowledlge that it is well known that here in North Bay, that undoubtably and this is everyone and anyone that I know, that this grocery store is the most expensive place to shop here in North Bay.  Perhaps, this is why I had said, because I also believe I read that they are the third largest grocery chain in Canada, "We are Metro Grocery, we don't care, because we don't have to.  Like lambs to the slaughter, it would appear that they are not acting in a morally or ethicly correct manner when it comes to fair business principals and are taking advantage of the unsuspecting consumer who is paying the price for their negligence and more importantly their complete lack of customer satisfaction.