Liquor Control Board of Ontario [LCBO]
Reviews and Complaints

I stopped in your Smithville store on my way home to Toronto. Whilst there I noticed an employee asking mature women for their ID's. It was obvious none of these ladies where intoxicated or abusive. I ask another employee if this was standard practice. I was told that the employee requesting the ID's was the store manager and he did this practice quite often. I thought it unusual and creepy to ask mature women for ID's when they where clearly over age.

I am writing this compliant in regards to a horrible interaction that I experienced last evening (12/16/16) at the Eglington and Lloyd manor location. I was purchasing wine with my mother, and we were in line at cash being served by a gentleman named Michael (the closest thing that I could remember to his name). He processed the transaction and bagged the item, placing it on the counter. My mother’s hands were full, as she was placing her change back into her wallet, so I decided to take the wine in order to help her out.

As I was reaching for the item, Michael pulled the wine away from me; pointing his index finger at me and yelling "Don't you dare touch it!” He loudly and aggressively told us that I "am obviously underage and cannot touch the bottle as it is the law"; he then began to insinuate that my mother was actually purchasing the wine for me, by saying that he doesn't "care what we do at home, but it his store we have to follow the rules".

I politely notified Michael that I understood this policy and would not touch the purchase, but informed him that I am in fact 22 years old. Michael then told me “no you’re not; you look younger than 19”. I offered to run to my car (parked just outside of the store) to grab my license as proof, as I felt that Michael was making an unnecessary problem out of this situation, to which he yelled “I don’t care what you do, just don’t touch the bottle”.

I do understand this aspect of the policy, however to lecture a customer in an aggressive and accusatory tone is absolutely unacceptable. Furthermore, to imply that my mother was breaking the law and purchasing alcohol for me is completely rude and untrue.

In no way should this worker have a) jumped to assumptions about my age, or insinuated the idea that my mother was purchasing the alcohol for a minor, b) refused to view my identification when he was in fact the one that asked to see it, c) yelled at a customer for all in the store to hear.

I am unbelievably upset with this situation and deeply shocked that the LCBO allows people like Michael to work for the company. My mother and I are deeply hurt by this incident and will never return to this location. I am a retail manager, and if I ever heard one of my workers speaking to a customer in the same way that Michael spoke to us, I would terminate their position on the spot. I hope that this complaint can minimize further incidents like this from happening, and perhaps aid in future customer service training.

This incident occurred at an LCBO in Ottawa, Ontario (branch at King Edward/Rideau). At the time of purchase, my ID was refused because the cashier had never seen one like it and he could not find it in his manual. I have been showing that same ID various times over the past year at this store and I have never been questioned. Why now? He went on to insinuate that I was carrying a fake. I have no problem having my ID checked but I was disappointed to have it rejected. Please train the staff to recognise foreign IDs.

On November 1, 2016 around 8pm, my 24 year-old son and I went for our biweekly visit to the LCBO to pick up some well-deserved beer after a long, hard day of work. My son was helping me unload the 20 bottles of beer onto the counter, and as a result the Customer Service Cashier asked to see his identification. He did not have it on him at the time, as he rarely gets asked for ID, and I figured I was with him anyway to purchase MY beer (he doesn't even drink, which makes it funny)...But because he touched the bottles, he had to show proof of 19 years of age. The woman, by the name of Janet, then stated she would not be able to sell us the beer unless he came back with ID. Does my 50 years of age not mean anything? Fine, I have had this happen before with my daughter, and the previous cashiers were nice and allowed the sale, but gave a warning that in the future ID would be required.
So out of frustration my son had commented in a regular tone of voice directed at me, not directed to Janet, muttered "well this is bullcrap". No yelling involved, just a calm response.

We drove 20 min back home to get his ID and returned to the same location at approx. 8:30pm to gather up our beer. As we walked into the store, the 3 cashier attendants stood at their counters and stared us down. Janet stated "Oh, you decided to come back?" to which we responded "Yes, we're back for our beer".
Janet (in a snarky way): "Well I'm sorry, we will not be selling you beer tonight"
Me: "Well, why not?"
Janet: "As a result of the previous comments you made during your earlier visit!"

We tried to defend ourselves that the "this is bullcrap" comment my son made was not directed to her, but he basically just whispered that to me in a calm manner. There were no inappropriate actions made and these ladies, blatantly laughing at this point about the situation as were were angrily walking out, were simply taking advantage of their government-controlled job to piss customers off instead of quickly just selling us our beer and carrying on with the night. They didn't even attempt to resolve the situation.

Listen, I work in customer service, so I understand some people can be difficult to deal with, but there was no harassment involved here where Janet had any reasoning to refuse a sale. LCBO needs to step up their customer service and not pretend to act as Police Officers that hold the power to sell me alcohol. I wish that one day Canada will become more like the United States where I could just walk down the street to my local convenience store and grab a case when I feel like it- instead, I am being told, because Janet is overly sensitive, that she will not serve me. Not returning to this location after such a ridiculously absurd experience.

As always, I krinch when I enter the store and see him behind the counter. So unprofessional. On this day I went to purchase my items, he was the only check out, rushed, no politeness. My total was $35.10. Got out my $20.00 bills, laid them out in front of me, not given to him. The guy beside me in line stood on by shoe lace, looked down, my money was gone and he was asking me for 10 cents so he could give me a five dollar bill. In actually fact, I had $60.00 on the counter! As I was looking at my wallet and looking for my other $20, 00 bill, I was pushed off to the side and he was putting the next customer's receipt in my bag? Went off to the side, did up my shoe lace, looked at my receipt and it said, cash $35.10.? So I got so flustered I left the
store, trying to figure out what just happened? Told my husband when I got outside what just happened, but he didn't know what I should do? Went home, because who would believe me? Really bothered me, and still bothering me, knowing that he took $20.00 from me. This was on Saturday at 2:39pm. So did not like the whole experience!

This is in regards to the one in Mississauga at Eglinton and Erin Mills Parkway. I accompanied my elderly parents there with my husband who is new to country. Took my parent out for shopping ant stopped by there to get some whisky we were assisting them. However the lady cashier decided to embarrass my husband since he was helping my dad put the bottle on the counter and demanded id from him, when he was assisting them as they do require assistance. The parents paid for it however it is absolutely embarrassing and no fault as he nor me is aware that if you are helping someone elderly holding the bottle or let's say simply helping someone you see it's is a crime. If it was just myself and him or a friend and she reacted that way it would be more understanding however she saw two elderly people and decided to embarrass us. such a shame to pick on elderly people who needed assistance and new people to the country and such a shame on LCBO for hiring such condescending racial profiling employees.

I would like to bring to attention to all of you and to those of higher management in LCBO, the poor customer service my husband and I experienced at the LCBO Milner location. My husband and I spent the day at home with our nieces and nephews enjoying lunch. Following that, we had a nap and watched some TV. As 7 o’clock approached we decided we’d get some take out and a bottle at LCBO. We went to the Milner location and I waited in the car while my husband went inside to purchase the bottle. He came out with nothing, as he left the store humiliated and embarrassed and with no bottle in hand. Frances, the cashier serving him, refused to serve him alcohol stating that he is drunk. Now, I understand and appreciate that LCBO has a challenge and refusal program to demonstrate their due diligence to the public and be sure that there is no underage drinking and further supplying to already intoxicated individuals. But I have been married to my husband for 30 years and he was NOT DRUNK. Frances suggested that my husband was drunk based purely on observing his walk/gate. My husband has a medical condition and therefore his gate is impaired. Another sales associate then yelled from afar that he should not be driving. This was stated loud enough so that all customers in the store can hear. This is humiliating and embarrassing and not to mention, completely unprofessional on Frances and the other associate’s part. Not that it is any of LCBO’s or public’s business but my husband has been to the doctors and has been approved to continue driving and carrying out whatever he chooses to do as it does not affect his health condition, which includes enjoying a glass of scotch. I trust that LCBO takes a huge responsibility in ensuring that our public is safe, and I applaud them for introducing such a program. But where in this policy is it okay for your employees to embarrass my husband? To humiliate him in front of all customers in the store? I then went inside to talk to the employee and had the intent to purchase the bottle myself. She refused to serve me the bottle of scotch and wine, and once again stating it loud enough for others to hear. We have been going to this location from the day it has opened and we have never experienced service like this before. This was purely based on my husband’s appearance and his disability to walk with a perfect gate. We have many friends and family who also attend this location and I can assure you that they are upset to hear that my husband has been mistreated based on his appearance. This was an act of prejudice based on disability and I am so very hurt that my husband had to experience such discrimination. I am disappointed that LCBO employs individuals who use this program to pass judgment without taking a moment to even have a conversation with my husband. Furthermore, I cannot speak on behalf of my friends and extended family, but I can assure you that my husband, myself and children will no longer be shopping at this location. The only way that I or any of my family will walk in that location again, is if we see that this employee is given a suspension to take the time to understand what she has done to affect our lives and to make us think about the discrimination we face in a year and time of what's supposed to be of such acceptance. In addition, I think it is important to note that after we were refused, we went to the location at Whites and Kingston. Here, we had a very different experience. The employee sold the bottle to us, to which we asked if my husband appeared drunk. He said no, he is fine and handed us customer service information and urged us to talk about our experience to higher management.

This image confirms that we did in fact have a successful and pleasant experience with the employees at the Whites and Kingston location. The gentleman there was kind and understanding as we explained what we had just gone through and urged us to contact higher management and tell them what happened. Thank you to that individual for being so understanding and displaying to us exactly how customer service should be.

La présente a pour but de vous faire part de mon mécontentement du service offert à Alfred pour la récupération de bouteilles et canettes pour les recycler.

Cette initiative provinciale est très valable, cependant il y a un bémol; en effet, l'individu ayant le contrat pour la récupération dans notre village, accepte des camions remplis de milliers de contenants recyclables provenant du Québec. Et ce, au détriment des clients locaux puisqu'il les fait attendre et exige un compte exact des récipients pour éviter avoir à le faire. Le tout dans un langage abusif, nous traitant comme s'il nous faisait une faveur accepter nos bouteilles et canettes puisqu'il a une clientèle plus payante.

Ce service, à mon avis, est pour les citoyens de ma province, qui ne devraient pas être considérés comme deuxième classe par cet individu qui en fait un profit pécuniaire.

Merci d'investiguer cet état des choses qui est injuste envers les gens qui ont droit à ce service. Nous apprécierions être informés de vos démarches à cet effet.

Friday July 8, afternoon.I went into Allison LCBO to get a small bottle of Gin.I took a look at the cashier lines and noted that there was three people in front of me, 1 person behind me.At the other cashier there were 5-6 people in that line.I noted a staff member sorting the trolleys, don't know if he was a manager or not.I asked him "is there another person to open another till ?" He said we don't normally do that unless there are 4-5 persons in the line.I responded that "there are 5 in this line and 6 in the other line".He then called a young lady to go on the till, she then said for the next available person to come forwad.My response was "seeing that I was the person to speak up that I guess that would be me " she replied "well you won't get served any quicker"I then said "what about customer service "There was no answer to that.
What happened to common sense, we don't shop there to stand in endless lineups, we just want to shop and get out .
Well done Alliston LCBO.
It may be my local store but I will not go there again.I don't have to deal with rude, ignorant staff.
Send your staff to Creemore or Angus for proper customer care training.

On May 10, 2016 my husband and I went into the LCBO with our 13 year old daughter to purchase a few items. Our daughter in an attempt to be helpful pushed the cart for us as we were making our selections. After shopping for approx 10 mins a lady working on the floor observed this and politely told us that kids were not allowed to handle the carts. As we were not aware of this we told her no problem, promptly took the cart from our daughter and finished our shopping. When we got to the cash the cashier asked us for an ID, as we are in our 40s and obviously of age we asked why and he said he needed our daughter's ID since she was part of the shopping. We told him of our conversation with the lady working on the floor and that as soon as we were aware of the rule we promptly complied as obviously the purchase was not for our daughter and it was not our intention to do anything wrong. He then accused her of packing the cart with product - which was completely false. It was so outrageous we initially thought he was joking but he continued his rudeness with no apology or explanation. It was humiliating and embarrassing to say the least - while I understand that they have to be careful not to sell to minors - treating everyone like criminals is not the way to handle it. Either don't let minors in the shop or make sure anyone who comes in with a minor is clear about the expectations so that they can then be judged with full knowledge. I will never go back to this store for fear that I may be treated ignorantly again for something I was unaware of. There needs to be some sensitivity in the training for these employees and kindness to the customers being served. The lady on the floor obviously got it right - informing without accusing - the cashier guy was so rude a customer has been lost for good. We hope things can be handled better for future customers.

On May 1 2016, 12:10pm. I entered LCBO with my mother. I picked up a bottle of red wine called Bodacious since my mother was not able to carry it. Then I walked over and placed it on the cash counter. The cashier ( Diane Moreau ) proceeded to ask me for I.D. I explained to her that I wasn't paying for it, my mother was. She told me it doesn't matter I still had to show I.D. Again I reiterated to her I wasn"t paying for it I was just carrying it for my mother who couldn't. I asked if she was serious then she began to smile like she was joking . She told me that It's the law and I have to show my I.D.
I showed my I.D.

The problem is their was no need for me to show my I.D. If I was going to purchase it then I can understand. I'm of legal age and I can make a purchase. But I was harassed and bullied into showing my I.D which was unnecessary -she was not pleasant from the start and very insulating.

On April 23 2016 at the LCBO (2025 Guelph line Burlington) I was standing in line with my 16 year old daughter I was having a hard time holding the wine and my wallet as I was looking for the correct change I passed a five dollar bill to my daughter knowing I cannot pass her the wine and had her hold it while I got the rest of my money. As I got closer to the cash she gave it back to me . That's when we get "does she have id " I replied "no she doesn't and she didn't touch the bottle ". But she passed you money how do I know your not buying it for a third party? Any way to make a long storey shorter it went on like this as I was explaining she held it for me for a second while I was fumbling with my wallet. Well needless to say I wasn't allowed to buy the wine. And left the store... WTH?!

Terrible experience. Went inside with some buddies so they could get their drinks, however I did not purchase nor TOUCH any, yet still got stopped for an ID check the clerk even falsely accused of me touching it saying I would have to provide ID in order for the people I was with the purchase anything.

Employee training is pathetic and improper. If ID checks are being conducted through fake and imagery accusations then it would seem unreasonable to ever return to such a store.

The location of the store is BLAIR & OGILVIE 1130 BLAIR ROAD GLOUCESTER CITY CENTRE OTTAWA-GLOUCESTER.

The employee was called Catherine.

I would like to report two employees of the LCBO for Unethical Behaviour. On January 11th 2016 at 6:00pm my boyfriend and I (a couple of 31 and 38 years old) entered the LCBO at 1520 Queensway in Toronto. We were looking for a bottle of wine to split over making dinner at home that evening. As we looked my boyfriend realized he had forgotten his wallet in the car. He advised me he was going to get it and I decided to pick one out and meet him at the cash. But as he walked past the two cashiers at the front (Who were occupied with two lines of customers)to get to the car one of the cashiers bellowed at him "Do you have a question?" In a snippy tone, which got my attention. My boyfriend replied with "No, if I had a question I would ask. I'm just going to the car for a second." The employee rebutted back at him with "Good I wouldn't help you anyways". I became disgusted with the disrespect he was receiving for Absolutely No Reason and decided we were leaving. I turned back to the shelve and returned the wine to its position and walked out past the same two cashiers and the other cashier asked me with tone "Do you, have a question?" Sarcastically. I told her "No I am leaving, since you've upset my boyfriend now three's really no point. Thanks for that." I walked out to meet my boyfriend at the car and tell him I am not investing our hard earned money into an establishment that employees women with such ignorance to discriminate against a hard working couple for no reason. My boyfriend went back into the LCBO and looked at a store display near the cash as a last attempt to not ruin our evening. I could see from outside the door, and both cashiers scowled and grilled my boyfriend until the second cashier said "What are you looking at?" With a snippy tone as if my boyfriend was looking at her. The other cashier told her not to bother with him (at this point we were both so confused as to what he had done to deserve this type of treatment from them. Why should he feel unwelcome to spend in this establishment? He had done nothing wrong.) So my boyfriend removed his hat and inquired with both cashiers, "What is the problem here?" Neither cashier could explain as to what had gone wrong to warrant this type of treatment. He shook his head and moved to walk back out the store and the 1st cashier then taunted my boyfriend stating "Oh, what you just goanna leave now?" My boyfriend explained to the cashier that he has nothing more to say and that they proved his point without his help and made fools of themselves. After this, we left and purchased our beverages for the evening through the Beer Store across the way and will be blogging about this for sure. In pondering the meaning behind this event all I am left with the unsettling feeling that these two women were discriminating unnecessarily. But discriminating for what? It really left us with the feeling of not being welcome to shop in their venue based on appearence...Since they know nothing else about us. We are a hard working biracial couple (EuropeanCanadian Female / Filipino Canadian Male)with our own business and employed Fulltime. I would love to know who gives these people the right to be so ignorant to their customers. We are FURIOUS over this and feel extremely disrespected. Word of mouth is one of the biggest killers when it comes to service. I expect in honour of peoples rights in Canada, these two women will be reprimanded for their ignorance and disrespect. No one deserves to feel the way these women made us feel yesterday. I will also expect an email back as I believe my boyfriend deserves a formal apology for the unnecessary embarrassment he endured infront of other customers for nothing at all. For attempting to spoil his girlfriend... real nice. Theses two employees are described as; 1st cashier; near the door blond white woman between the ages of 55 & 65 and over weight. 2nd cashier: opposite cashier 1 blond white woman between the ages of 50 & 60 and thin (They were both working cash at 6pm on the 11th of January at 1520 Queensway) please feel free to address your email to [protected]@gmail.com Thank you Jillian & Ray

Date: December 12, 2015 Time: 6:34 p.m. Location: LCBO located at 541 Steeles Avenue E., Brampton, ON Employees that involved: Sabrina and Norman Jean The incident happened at 6:34 p.m. at the above-noted store. I went with my brother to purchase 2 bottles of red wine and 3 cans of beer. I was refused the right to purchase alcohol by the cashier namely Sabrina though I am 30 years old. My right to equality has been violated under the Charter of Rights and Freedom. The employee asked for my ID and I showed her my driver license which clearly shows that I am thirty years old. She then asked for my brother's ID who was with me. I confirmed with her that he is not purchasing the alcohol and I am the one that is purchasing it. I further advised my brother is 27 years old; he just came to Canada and it is not usual for him to carry an ID with him. Ms. Sabrina then advised that she cannot serve me tonight and I have to go to another store to purchase as she has already seen my brother touching the bottles. I then advised her that if there is an issue of my brother touching the bottles, I will personally return the bottles to its shelf, then will bring them back to counter to proceed with payment. Once again, Ms. Sabrina refused to serve me and still confirmed that I have to go to another store to purchase. I advise that I still do not understand as to why I am refused service. Ms. Sabrina then asked another employee whose name appears as Norman Jean. I explained the circumstance to her and I also advised her that I am 30 years old and I do not understand as to why I am refused the right to purchase alcohol. Ms. Jean then advised me that it is under the Law of Ontario and she advised same that I have to go to another store and that they cannot proceed with payment. I asked if Ms. Jean is the manager of that store and was advised that she is "acting as manager for the evening". I wish to receive a prompt response from the LCBO as my right to equality has been violated under the Charter of Rights and Freedoms. I was asked to provide with ID and its request was complied accordingly. The requirements under the law were met and I was denied service.

For the last week, The Salvation Army has been canvassing the store in Oshawa at (Harmony & Taunton). LCBO has an agreement in place for The Salvation Army to be able to canvass in front of the store. My complaint is that they are not outside and in front of the store but inside and blocking either the inside entrance way or the exit inside the store. While this is not an organization I support because of their cult like ways, racism and discriminatory practices, I am complaining because it's impeding my way.

I entered the lcbo at Dundas and Dixie limping because of a sprained ankle I limped around the whole store deciding what I wanted got my beer I was going to buy went and waited in line a cashier at another cash said may I help the next person in line which would be me then so I went over since there was a person being served in front of me then I was rudely asked in an antagonistic tone if I had anything to drink today I said no not a drop she said in the same antagonistic voice I don't like the way I walk I said I have a sprained ankle she said I don't believe you so I told the witch where to go limped out of there the imbeciles at this location need to learn the difference between a foot injury and drunkenness

I am 25 and I went with my boyfriend to the LCBO located at dundas and bay, bay atrium location, at approximate 7:30pm on April 28, 2015. My boyfriend is 27 and he does not reside in Canada, therefore he does not have Canadian IDs. We went to cash with me carrying the alcohol and the appropriate ID ready, the cashier that served us was a large blonde-haired girl of approximately 30-35 of age with Caucasian background. My boyfriend and I are both Asians and the there were signs saying if 25 or under have your ID ready, therefore I did not think it mattered if my boyfriend came with me. The girl was extremely rude by saying he does not look old enough especially when she didn't even ask to see the ID of the guy in front of us because he had a face full of beard and of Caucasian background, and even though I was the one purchasing the alcohol she refuse to let me purchase it. She says I cannot purchase alcohol for minor but I am the one purchasing with my Canadian ID ready to show her. She even refuse to continue the conversation and said "end of conversation" as I was explaining he is not from Canada. I felt racially mistreated because we are Asians so we looked "young" even thought my boyfriend is well over 25. Also she was extremely unprofessional and did not care to even explain to us properly why we weren't allowed to purchase the alcohol even though I was the one doing the purchasing.

I visit the Cobourg downtown LCBO every few months and know most of the Staff by name and they know me by name, except one staff member. This Staff member that I don't know was profiling me which I do not understand, she holds onto the box of beer until my debit card is approved. she clearly dose not like me being in the store.

I felt disrespected and intimidated by her profiling.

I think whatever her personal feelings are, she should remain professional and act friendly or the standard. I am in customer service and not a public servant, I can maintain respect for the customer, sometimes I am acting but I still come across as respecting the customer.

I am 33 years old although I look younger and I always have Id on me and show my Id when asked for it.

This happened 28th April 2015 at 15:09 at LCBO 63 Albert Street, Cobourg, ON K9A 2P8

I would this employee to get more training. but I will not be shopping there again.