September 21, 2016

Superstore’s Click and Collect – My Review and Helpful Tips

onlineshoppingPhoto Credit: William Iven

Online Grocery Shopping? Yes please!!!

Because, let’s face it – grocery shopping with kids is never (EVER) a good time.

Call me lazy, but the thought of taking my duo to any grocery store (even if they have 2 child seats to accommodate the twins) almost makes me break into a sweat. The fighting, the poking, the grabbing, and the cookie requests…it’s all too much for me to take sometimes!

But alas! There are other options available in YYC!

Superstore recently introduced their ‘Click & Collect’ program here in Calgary (amongst other places) and I had to try it out! I think it is just the service I have been waiting for.

Here is how it works

  1. You place an order for your groceries online.
  2. You pick them up, at a prescheduled day and time, from a participating Superstore location.

Sounds good, right?

What I love about the Click & Collect experience


  1. I can order online.

This is so convenient! I actually added my order, while I was still in my pyjamas and the kids were playing.

  1. I can pick up over a 2-hour time period.

If I’m running around tackling errands and not wanting to commit to a specific pick up time (or even if I’m running late) it’s okay!

  1. I don’t have to leave my car when I pick my groceries up since they are delivered straight to my vehicle.

I don’t care what anyone says, it can be a bit of a hassle unbuckling the kids and lugging them into the store – especially if the parking spots are tight, the weather is bad, or the kids are sleeping (or grumpy, tired, hyper, awake, or basically alive.).

  1. I can still pay by debit or cash at pick up.

A credit card is used to secure the order at placement, but the payment method can be changed at pick up…if you do switch to another form of payment at pick up, know that your pre-authorization charge may sit on your credit card for several days.

  1. I can still bring my bins and bags and not have to purchase plastic.

The staff member brings your groceries out in large bins (on a cart) and you transfer them into your vehicle – my girl even helped me move everything over into my green bins! She was even mindful about how she placed the items.

  1. I actually found price-comparing items easier!

Prices are listed on a ‘per 100grams’ or ‘per unit’–type basis along with the price. I quite liked this feature and really did find it simpler to price-compare.

  1. I still collect my PC Plus points.

You can link your account during check out – the website also says you collect PC Points at pick up.

  1. The $3 fee is so reasonable!

This seems like a good place to also note they currently have a $30 shopping minimum to use the service.

  1. The ‘My Shop’ feature

This is a category that lists your often-purchased items which makes it quick to select your favourites! After only 1 shop, I can even see my often-purchased items that I have bought outside of my one Click & Collect experience (this must be based on them tracking through my PC Plus Card). Regardless, it’s convenient!

My tips for using Superstore’s Click & Collect Program:


1. Make sure your desired pick up day and time is available before you begin.

When you first visit the Superstore website, select your location first followed by selecting your timeslot. Doing this will let you know right away if the day and time you want to pick up is available.

A friend of mine told me her lead-time was 5 hours or so, so I started an order in the morning thinking I would pick it up after the kids got out of preschool.   Well, my friend obviously shopped at a slower time than me because once I finished entering all of my groceries, I discovered I couldn’t pick up at my preferred location for 2-days. I ended up having to travel to a further location to get the day/time I wanted. Lesson learned!

2. Use the ‘search’ function.

I found it much easier and faster to use the search function rather than browsing by category – this is probably because I was shopping off of a pre-planned menu list. If you do like ‘browsing’, you are able to browse by category or brand.

3. Leave your shopper very specific notes.

When you check out, some editable notes will auto populate beside certain items like produce, milk, etc. They will indicate to the shopper, what I’m assuming are, qualities most people look for in those items (‘select latest expiry possible’, ‘no mould or running juices’, etc.). You should read these and edit them to be as very specific as you can – the more specific, the better.

4. Review your substitution preferences.

After you have added all of your groceries to your cart, view your grocery list. Make sure to select the ‘Substitution Preference’ if you would like the shopper to select a substitution in the event your particular item isn’t available (there is a button beside each and every grocery item, you just swipe it ‘on’ or ‘off’).

**NOTE: if you are purchasing any organic items, and you select that you are okay to receive substitutions, they will not substitute for you if they can’t find another organic item…so…you will need to mention in your check out notes if a non-organic substitution is okay.

5. Review your order once it has been filled.

You will receive an email notification once your order has been filled (mine came about an hour before my pick up start time). You should review it because it will show if there are any items that are out of stock or unavailable.

In my case, there was an item the shopper just missed finding and also some organic items they couldn’t find organic substitutions for – this was easily resolved by me calling the store right away. My items and satisfactory substitutions were found (on time even) for any items I needed.

6. Give yourself a little bit of time for pick up.

I arrived to the Click & Collect parking spot at 3:00pm and called as soon as I arrived. My groceries were loaded and I started driving away at 3:14pm…so it was relatively quick but not instant. Because this was my first time using the service, I can’t say what an average wait time might be, but this is what it was on a Monday afternoon.

7. Double check your order once you get it home.

It turned out I was missing a few items – 3 bags of coffee and 1 loaf of bread. If these were major ingredients I needed for a specific recipe, I might have been irked but I was just stocking up on my favourite coffee while it was on sale and I did get one loaf of bread…so it was a non-issue for me. I do think that human error is going to happen occasionally based on the volume of groceries they are dealing with and I’m okay with that in order to have the convenience.

In Summary


There were a couple of little glitchy things that came up on my first order as I learned the system but overall I really appreciate having this program (especially for the price!). I will for sure use it again! Here is a link to the Superstore Click & Collect FAQs in case you want to browse around there.

I did receive an email the same day, from Superstore, looking for feedback. I think it’s great they are obviously looking to improve the program. I’m sure it will only get better!



  1. I love it and have used it for over a year. There are so few mistakes that I would not bother to mention. Very convenient and time saving. No waiting in lines or having to jostle for a parking spot. Nice big wide parking for Click and Collect customers.

    Love your review! Its to the point and well laid out

    • Thanks, Kathy!

      Since I wrote the review, I have continued to use (and love) the service! I really feel they have worked hard to iron-out the kinks…and I appreciate that!

      Good call on mentioning the large parking spaces – they are most appreciated!

      Happy shopping!


  2. James Sturdy says:

    Just tried the service in Lethbridge. It is terrible, I have been waiting for 45 minutes and still do not have my order.

    • Oh no! That’s too bad! I have had a couple of mishaps along the way but I have definitely had way more successful (and easy) shopping trips.

      Have you reached out to customer service online about your frustration? I have found them to be fairly receptive when I have had troubles in the past.

      Best of luck!


  3. cheryl phillips says:

    Yesterday was my first time ordering online from Superstore and it is an amazing system, I have chronic foot pain, so grocery shopping is hard for me. The staff was so friendly and brought my groceries out and placed them carefully in my trunk. Because it was my first time, I received a free sturdy shopping bag. The produce was picked very well, I was impressed! I had ordered a chunk of ham to cut for sandwich meat and it had too much fat in it, so I went in the store and exchanged it at customer service for one with no fat ripples init, and that went smoothly. I won’t order meat on line anymore because I need to see the meat myself, but everything else was great, with no mistakes on my order! Thankyou Superstore, for this great service!

    • Oh, I’m glad you discovered this great program! I love it, too!

      Nine times out of ten, my experience is perfect. Once in a while, if it’s not, Superstore works hard to make it right…and I appreciate that. I find ‘really’ being specific about my items (in the notes) helps. So, for anything perishable with an expiry, I always request ‘longest expiry please’ and that sort of thing. Perhaps if you tried again requesting little/no fat it would help next time?

      Thanks for commenting and letting me how things went!


  4. I used to love, love, love this service. I just went online tonight to do my usual shop only to find that well over half to three quarters of my usual’s are no longer showing up online. I am not sure if this is a way to limit the options online but I am not impressed at all. I will walk with my feet if this is the new norm…stay tunes.

  5. How much does this service cost? Or is it a percentage of your order?

    • Good question! I’m in Calgary and my orders seem to cost anywhere from $3-$5 for the service and it seems to related to the days/times I want to pick up (the more prime times are the $5 mark). Here’s a little treasure I came across in a mom group I belong to…use the code GIFT4YOU and get free pick up until December 31st! I can’t verify the complete details, but I did use the code yesterday and it did deduct the pick up fees!


  6. Am having a SUPER difficult time signing in to even start .. called the “help person’ and, due to limited English I do believe I will forgo Click & Collect 🙁

    • Hi Marilyn!

      Oh no! That sounds super frustrating! Have you tried the head office customer service phone or email? I have had a couple of hiccups but they usually make it right at this level. Here is the link in case you haven’t tried them yet:

      I hope this helps!


    • I wanted to add a comment about some people’s comments on problems with the website itself, signing in problems mainly….I discovered that my safari browser makes this happen all the time, while my google chrome works most of the time without errors. And these sign in errors make it look like it is the Superstore website, but I found out it seems mostly browser related. I hope this helps someone!

      • Awesome suggestion! Thanks for taking the time to share this! I use Safari often for it, without problems, but perhaps I’m using a different version? Anyhow, some readers here (Marilyn?) could find this incredibly useful!

        Thanks again! ~Dionne

      • Jim Burk says:

        Thanks for this. Firefox has been my favorite browser for years, but it too has hiccuped a couple of times and I’ve had to use Chrome.

  7. Click and collect at Masonville London ON.
    Picked up small order feb 4th. First timer. One of the yogurts had best before date of feb 3rd. Called to complain. They said they’d reimburse it. Doesn’t appear that they did so. Called customer service on the Loblaws app. They couldn’t find my account. Had no idea of reference number or email when offered. He then asked what store and province. Asked if I had a pen. Offered local number. Helpful. Like opposite of google with a putting on hold with a service agent. I thought they’d have put me through to the store with my login ID and reference number. Really logistically disastrous. It was when we reviewed and noted no sea salt chips came with the order. And we paid for that. The salmon order was $5 less salmon than the $18 we paid for based on the sticker on the salmon bag. All this for $5 delivery charge. To the parking spot out front. Don’t recommend. They have serious logistical problems. Or the baggers like to eat chips for free. I can’t believe I’m recommending you go into the store and shop. But I am.

    • Hi Sean!

      Oh no, that sounds SUPER frustrating! I have had a similar problem where I felt like the best before date was way too soon. Now, when I am adding my comments in the check out, I always note ‘Longest best before date please’ on anything perishable – once you add it once, the system remembers that info so you don’t have to add it again.

      I normally would suggest contacting customer service, I have found them to be most helpful, most of the time…but it looks like you have already been there. Instead, I’m going to suggest buying an extra bag of chips next time you’re in there shopping, so you can eat your emotions away. That’s what I would do! 😀

      Thanks for your comment! It’s good for my readers to get different perspectives!


  8. Rebecca Muth says:

    I am a frequent shop-online-and-pickup user. I’m located in Edmonton and from my experience Superstore’s service at ever one of the locations I tried was not awesome. Literally every single time I left instructions for how I wanted my meat, or produce picked, they either did the opposite or completely ignored my instructions.
    However, Walmart at South Common is fantastic! In the year I’ve been going there I’ve only had one mistake! In which the new kid forgot to give me one of the bags, from my order. I just called the store, and went to pick it up.
    The producer is excellent, because they can pick from the newly received stock. And the manager there is very good at training her staff how to pick produce.
    Also, it’s Free.
    I’m super concerned because we’re moving to Calgary in a couple of months, and if the fail rate is 1/10 that’s going to be very frustration for me. Do you have any experience with Walmart pickup in Calgary?

    • Hi Rebecca!

      Oh geez, that’s too bad about your Superstore experiences. I have learned to be EXTREMELY specific about my food. Thank goodness our accounts save our notes, but it would be too much to have to re-enter every time. Have you tried giving feedback to Superstore? I have always found them to be receptive with the exception of one technical problem that they haven’t sorted out…yet.

      To be honest, I have been pretty loyal to Superstore’s Click and Collect (I guess I’m getting old and don’t like change?). Having said that, maybe this is the time to give the Walmart service a try (then I can report back to you!).

      As a side note, I used to live in Edmonton…very close to South Edmonton Common! What a great city! Don’t worry…Calgary is pretty great, too! I think you will enjoy living here!

  9. JerryAsks says:

    Are you supposed to tip? If so, how much? If not, is it still okay to?

    What is standard?

    • Hi! When I first started using the program, I remember reading on the website that they don’t accept tipping.

      I just doubled checked under their ‘FAQ’s’ on their website and it looks like they still have the same ‘no tipping’ policy. If you get great service (which I have!), they encourage you to leave a positive comment in the survey they send you post-pick-up.

      I hope this helps!


  10. Murray Martin says:

    My wife uses this service. I explained to her in the begging that she is giving up yet another freedom and at some point it will cost us. There have been many little mistakes , billed for things we didn’t get, getting other people’s bags. So today my wife ask that I do a grocery list with her. I installed the app on my phone. We were looking at dried blueberries. She said 500 grams for 20$ is the best deal. I typed in blueberries and pc dried blueberries came up at 9$ for 500 g 2 per person. She tried and tried to find them on her app with no luck. Of course me being always right and in fine form said.. I told you .. Your being manipulated now that they see your spending habits. So to all you Facebook sheeple. Giving up control of these things when money really does matter is a foolish thing to rule #1. Do not pay someone to do something when you can do it yourself . EVERYTHING IN OUR WORLD IS DESIGNED TO EMPTY OUR POCKETS.
    I swear the higher educated people are the more ignorant they become.

    • This is interesting! I definitely don’t want to debate, but I will say that my experience has been somewhat different. Having said that, I don’t blame you for feeling jaded, based on yours.

      Thanks for your comment!


      PS I think it’s hilarious that you told your wife, in fine form, that you told her so! That made my day! I love the ‘confession’!

  11. Karol m says:

    Wow people are lazy these days. I would never put my food choices in other people’s hands. If I was a store manager I would dump all the questionable food on you guys . I work a full time professional job ,and take my 4young children shopping once a month and pick up fruits and veggies weekly. This and other services will make us look like big lazy Americans. I guess if you have money to waist one might use this service on occasion .but really , who but the rich has that ? One thing I also do is when I save money on things I put that saved money in a Holliday account .it makes shopping fun and we have two very nice holidays a year .all online shopping activities you do are compiled and used against you. They know if your a lazy shopper and ding you a few $ here and there. It’s nothing to the individual but as a community it’s millions per year. I know. This is what I do for a living . Lazy cost money. If you have a Facebook account you are gold to those who collect information.

    • Hello!

      Well, the good news is I don’t seem to be getting the questionable food. I have learned to be very specific in my order notes and I find that helps a lot!

      I have to admit that I do really like the convenience of this service though…perhaps it’s being ‘lazy’? I would say that you could compare it to treating yourself to a meal out or driving through a carwash…also things our family does, on occassion.

      I love your suggestion for taking the road less convenient and putting into a travel fund. It sounds like a great way to making grocery shopping (especially with kids) more enjoyable! Thanks for the tip!


  12. Hi. I like Superstore’s prices, but HATE shopping there. To the point where I will typically shop elsewhere.

    I’ve tried click and collect about 5 times in Medicine Hat, and I love it. There are rarely mistakes in my order, the produce and dairy is typically better than I could pick, and I rarely have to wait. The $3.00 – $5.00 fee in my mind is well worth it.

    There are annoyances of course – the website can be difficult, many items not available online, sometimes the website doesn’t reflect sale prices in the flyer, and frequently I will order something and when they go to confirm the order, they are sold out (which is very typical in store – huge annoyance overall).

    But overall, this is a fantastic feature for working moms!

    • Yes!!! There is so much here I can relate to!

      I, also, am not a big fan of shopping in-store…for a variety of reasons.

      I also agree that the service isn’t perfect but is still worth the cost…and the risk of a few hiccups.

      Thanks for chiming in!


  13. TAREN JOHNSTON says:

    I get disappointed every time I place an order with Superstore. I like to go to one store one time and get everything. But if you want a roast, they don’t have roast, or chicken thigh or pork chops or …..etc ill stick with Walmart pick up and no charge and they always have the correct items, if they don’t have it they make up for it by replacing it with very similar items and make up by giving you 2 of something instead. But not Super Store, they have replaced my current order Beef roast with Steaks ummmm quite different, 8 boneless chicken thighs with 3 Chicken breasts, no carrots?, no tomatoes?? and no substitute for that ya right!!. You PUT an order in to get everything for Turkey Dinner and they don’t have the Turkey all of sudden. It is extremely inconvenient and it happens EVERY TIME and I swear its only for the main items of me placing the order and the rest of the stuff is just thrown in.

    • Hi Taren,

      Oh, that sad to hear…sorry! It’s funny how some people are so happy and some are not. I have definitely found that I have been exceedingly happy and also disappointed. Of course, overall, I find it good enough that it’s consistently how I shop now but, I would be super frustrated if I had had your experiences.

      I have heard about Walmart’s service twice now, from readers…and people seem to be happy! I really need to give it a try! There is one, literally, across the street from the Superstore I usually shop at. If you have tips for their service, I would love to have them ahead of time!

      Thanks for your comments!

  14. Click and Collect says:

    I work as a Personal Shopper and just wanted to comment on our behalf just to remember that we are just a bunch of students making minimum wage in a very hectic and stressful job and we absolutely value and appreciate when you guys are chill and patient! Especially since we are always understaffed and sadly the customers have to wait a little bit longer than normal if they want to add or remove something from their order which is not a problem at all, the problem is that we have only one till so we can only work on one persons order at a time which is frustrating when the damn thing is super slow lol or my favourite is when it has to reboot every Sunday for some reason and we cant use it at all lol

    Another thing is that if you had some items shorted its because it wasnt on the shelf at the time your order was picked but you can call your department as soon as you see your email and ask them to double check or you could go into the store yourself to grab some items you want add and then we can add them to your order for you so that way you dont have to go through the hassle of the check out and waiting in line

    • Hey! Thanks for commenting here about this! I think it’s great that my readers can get ‘your’ perspective also…it’s a great reminder for everyone (especially at this time of year) to have some patience!


  15. Jo Ann Tan says:

    I wanted wine glasses but it came in a set of white, red and champagne and I already have campaign. taxes. On top of that there was a delivery fee of $3.99. I don’t mind a mark up for the convenience but I expect Real Canadian Superstore to be transparent about their mark up instead of adverstising online shopping at in-store pricing.

    • Hi Jo Ann – thanks for the comment!

      That sounds frustrating! Have your reached out to customer service online?

      My orders don’t always go perfectly but, I do find the online customer support to always be extremely helpful and usually able to rectify whatever issue I have encountered.

      Best of luck!

  16. Christopher says:

    Hi there,
    I randomly came across your blog trying to see if there’s a shop online and pick up service offered near me. (Victoria BC, by way of Calgary Ab[ Go Flames]). I just wanted to say the sincere sweetness you convey in your replies and overall presentation of the blog is impressive. My hat goes off to you Miss.Dionne!

  17. I do not like that they place a hold on your account 25% above your actual total. It takes days to regain access to your own money. Of course this isn’t made clear or obvious on their website anywhere so it’s a bit of a shock to a new customer when they realize they don’t have the funds available they thought they did until days later. A bit of a sleazy practice when they aren’t making it known to customers first.

    • Hi Ally,

      Oh yes…I have been a little surprised to see the ‘hold’ transactions on my card as well. I do expect them – and I can’t remember how I became aware of it now…it has been quite sometime since I started using the service.

      I get that they can only make an estimate when they put the hold on…but the number always looks high (and a little surprising) when I see it on hold on the card.

      Sorry to hear you weren’t expecting it…that’s a bummer!

  18. I went to pick up my orders today. They asked me to speak to the manager because my order was canceled. The manager asked a few times if I canceled my orders, I said no. To make the long story short, they found out that it got canceled because the items were out of stock. They apologized, I wasn’t angry at them, but I was disappointed with the system. I’ve told her to bring it up to her supervisor to address the issue. They should let the customers know if they cancel the orders ahead of time. I never received an email stating my order got canceled. It was very inconvenient and a waste of time.

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