Tested: Loblaws “Click & Collect” Service

Loblaws recently introduced the new Click & Collect service. It’s like a drive-through concierge service complete with your own personal shopper. Sounds delightful, right? It’s currently available at three locations (shop.loblaws.ca for details) in Ontario with plans to roll out into other locations. We had a chance to test the Loblaws Click & Collect service out over the busy holiday season.

How does it work?

We’re getting use to online shopping and it’s nothing new in the grocery category. You have the opportunity to sign up online, select your Loblaws store location for pick up and order your groceries.Select items from fresh produce, deli, bakery, butcher, pantry items, personal care and even baby products. The selection is pretty decent and seems to be growing. You decide what time frame is most convenient for you to pick up. You can approve any substitutions should an item be sold out. Your order is then confirmed via email and payment is processed at time of pick up.

The pick up process:

At your designated time frame (usually two hours) drive up to the Click & Collect designated pick up zone to let them know you’ve arrived. On my test run, the personal shopper quickly reviewed my order over the phone and checked if there were  any last minute changes or additions needed. They ‘ll do the last minute running around while you remain in your car. Then, once everything is ready to go, the staff brings out your grocery order and loads up your car. You pay and go! What if you’re late? The personal shopper mentioned that they would hold the order for about an hour  just in case you get stuck in traffic. You can also call in to inform them of any delays.

The personal shopper:

Yes, a designated in-store shopper takes your list and does all the leg work for you. I’m not too particular about canned goods but the control freak in me was a little concerned about produce and fresh meat. I like to pick those out myself. I was reassured, though, once I met my personal shopper. We had a chance to chat (you know, because I’m chatty!) and was happy to find out that she loves to shop just as much as I do and took care into what she was selecting as if she was selecting it for her own family. She immediately reviewed my order and noted that even though I opted for “no substitutions” she had a few ready anyway. For example, I had ordered a bag of Granny Smith Apples for stuffing but the bagged option was sold out. She had hand-picked out the equivalent and informed me of a comparison in pricing to allow me to decide at the last minute.

What? They don’t deliver?

Unlike services like Grocery Gateway, Loblaws doesn’t deliver. For now the convenience for me is NOT having to head to the shop for a larger run which often takes me over an hour. Sometimes even more if I run into people I know (which always happens) and I end up standing around and chit-chatting adding on extra time.

Why is this service great?

I can think of many reasons but for me it provides…

1. More efficient shopping time.

2. No distractions… in-store impulse buying gets me, and my family,  all the time.

3. Ideal opportunity to get ready for road trips e.g. getting ready for the cottage.

4. Easier pick up by hubby as he heads home from  a long day’s work without him wandering the store looking for the baking powder. (who’s been there?)

Further thoughts…

As a PC Plus card holder, I appreciate that I can link my points card to the online shopping experience to accumulate the rewards.

I’m now finding myself shopping the flyer offers (available within the site) which I haven’t done before. Living in the city we don’t get the flyer drops at our door, so I often feel like we’re missing out on some great deals.

I’d love to see some themed meal ideas (Valentines Day, Chinese New Year, Sunday Family Roast)  on the site where I can click and order the ingredients with that inspiration in mind.

It seems like the site is expanding the product line up as we speak. Now, can they add on the home decor line and joefresh too?