Voilà by Sobeys - Vaughan, Ontario

Amy G.

Similar to other comments, the quality of the our products and customer service went downhill. This first happened during COVID so we stopped using the service. We then received a letter in the mail that we would have free delivery for 6 months with 5% off our order and an “in stock guarantee” where you would receive a $5 voucher if certain items were out of stock. Our first five orders were fantastic - amazing produce. Then things went downhill again. Produce that was rotten or on its last days, out of stock items. We had some items that were part of the in stock guarantee that were out of stock. I had to email them for the voucher and only received one voucher for all out of stock items. Then it happened again. I had to email four times for the two vouchers because they were pretending they didn’t know of this guarantee. I had to send them a photo of the written guarantee for them to honour it.
This is a great service until you’re no longer prioritized and they send you rotten produce or your items are out of stock and you need to make a trip to the grocery store anyways. Given the poor customer service, we’ve decided to stop using this service again.

Rosalin K.

The delivery man was buzzed in but he never delivered the groceries. I phoned him three times and left three messages. I told this to customer service via the website because it was impossible to get them over the phone and they did not answer their Instagram account. Kim F from customer service said they were unable to reach the driver. She apologized for the inconvenience. I asked her for some sort of compensation, like a free delivery next time, and she agreed to the free delivery voucher but she never sent it. If they were better customer service they would’ve offered me the free delivery voucher instead of me having to ask for it. One thing that this company had going for them, was their delivery system because it was the best these last two years. Because they’re fruits and vegetables are not very good except for the cucumbers. In the end my delivery was cancelled without explanation. I don’t think I’ll be ordering from them anytime soon.

matt B.

Unreliable and zero accountability.

We spend a significant amount weekly with Sobeys Voilà, and they cancelled our order due to their own error, gave our delivery slot to someone else, and pushed us 27 hours later. This significantly affected our business—we had to close our food trucks because we were out of product. Customer service had no authority to fix it—everything is automated, and waiting 24–48 hours for a callback while a business loses income is unacceptable.

Nitish G.

I recently interviewed with Voilà by Sobeys for the Delivery Teammate position at the Etobicoke and Vaughan locations. The role involves driving a Ford Transit 150 and delivering groceries to customers in and around the GTA.

During the interview, I was asked situational questions, such as:

How would you respond if another driver cut in front of you on Highway 427 and suddenly braked?

What would you do if a package of eggs broke during delivery and damaged other items?

While I understand the value of assessing problem-solving and customer service skills, I felt that some of the questions were more hypothetical than practical for the day-to-day responsibilities of the role. It might be helpful for future interviews to also include questions more directly related to delivery tasks, such as driving comfort, package handling, and timely deliveries.

Overall, I appreciated the opportunity to interview and hope this feedback can help refine the process for future candidates.

Sandy K.

Unreliable Service and Zero Accountability

We’ve been using Sobeys Voilà for business-to-business orders, spending $1,500 weekly, and this latest experience was unacceptable.
Our order was cancelled due to their error, and instead of correcting it, they gave our delivery slot to another customer. The “solution” was to reschedule 27 hours later, which had a significant negative impact on our operations.
What made this worse was the complete lack of urgency or support. I could not get through to a representative who could resolve the issue, and the only escalation offered was a supervisor callback in 24–48 hours—long after the delivery would matter and while our business was essentially shut down waiting for product.
For a company promoting convenience and reliability, this was a complete failure in service. Businesses rely on timely deliveries, and Sobeys Voilà clearly cannot prioritize or problem-solve in time-sensitive situations.
Until they address these issues, I cannot recommend Voilà for any serious business

Lee O.

I have been ordering from Sobey's Voila since 2020 and these are the things I don't like about them. 1. They have a poor customer service experience when something goes wrong with your order. Customer service agents become indignant with you over the phone. They question you as if you're guilty of something, then demand you send in photos if you want a refund, because they don't trust what you are telling them. Whereas other grocers like Metro, offer a hassle-free online return with a 100% satisfaction guaranteed full refund. You only need to request it online within a day or so of receiving your order. 2. Sobey's Voila will give you substitutions of items that you've ordered, without your say or approval, as you cannot ask for 'no substitutions' like you can with Metro. And the substitutions that they make are never comparable to what you ordered. 3. They charge for paper bags that rip as you carry them into your kitchen due to how they are packed with heavy items that easily rip through the kraft paper bags. Other grocers like Metro do not charge for bags and use non-ripping material. 4. They under-pack and overcharge for paper bags. Often there are one or two items in one bag, so they will charge you unnecessarily for more bags that can easily fit into fewer bags. 5. They often poorly pack the bags placing heaving items like cans on top of bread or popcorn without any consideration for my food, crushing the contents of them. 6. Always check expiry dates, especially If you order bread, as it can arrive with an expiry of the following day.

Mark R.

They use to be better. Their fruits take days to ripen especially their bananas. Their veggies are not goood quality and often go bad in days. Then their is their bags and how the pack your groceries ridiculous. Lastly their customer service is the worse the reply but only address the issues they want. Do not recommend then any longer.

Sparkelles H.

It's a great service at first, the produce is often fresh, but I found after using the service for a few months, I experienced "bait and switch" with the produce. No longer getting the best and freshest, and the deliveries were inconsistent.

The app itself is simply to navigate, but I greatly disliked the number of times you are forced to click "checkout' due to the products they try to get you to purchase on impulse. One screen is fine, three screens is not. It's manipulative.

Something needs to be done about the awful paper bags, it's not an efficient system and charging customers for them seems silly, just build it into the price of goods sold.

Otherwise sobeys/compliments products are overall great, the drivers have always been friendly and courteous. It's a great service for people who can't shop themselves. I hope Voila uses this constructive feedback to help make this service better.