The Village Grocer — Attraction in Markham

Attempted to reply to the owner’s response but don’t have the ability so I’m forced to amend my original post with the original below….

Thanks Brad for your professional response. Before I respond, I’m an individual who only provides feedback if it exceeds expectations or does not meet expectations. In this case it was a mix of the two…..

I visited your website on both my iPad and iPhone (recent models) the ONLY option available under “Contact Us” is “Employment Application”. Perhaps there is another option on the traditional desktop website but there no way to contact you via the mobile site version. Check it out for yourself.

I understand and accept your response for your excellent smoked salmon.

Regarding the World Famous Veal Chops: As I indicated in my original review, we’ve been loyal customers for at least 15 years and have been purchasing them for many years and are quite familiar with their typical fat content which actually contributes to them being great. In this case the amount of inedible fat was far too excessive with not much meat. I included a picture of the excessive amount of fat left over in my original post but for whatever reason it does not show publicly. I am happy to forward it to you if you tell me how to contact you. Regarding John P., I know exactly who you are referring to. He’s a great guy, professional and certainly a loyal employee. I meant no disrespect to him.

I’m also posting a screenshot of your website mobile version to prove to you there is no option to contact you other than for employment purposes but this may also not show publicly. Thanks

Original Review:

For at least 15 years we’ve been big fans of Village Grocer and loyal customers spending more than several thousands of dollars every year because we liked it. Some of our favourites were the Atlantic smoked salmon, marinated pork ribeyes, “World Famous” veal chops and the best store made lemon meringue pie.

3 years ago we retired and moved 1.5 hours away and haven’t had the opportunity to return until last Monday since we were in the area. In anticipation of returning to the Village Grocer, we placed a meat and bakery order in advance. The lemon meringue pie was amazing. The “World Famous” veal chops were disappointing. We paid over $57 for two of them. One of them contained over 1/3 fat. Paid a good buck for inedible fat. I also clearly indicated that I wanted the marinated ones but received non marinated. Also purchased their Atlantic smoked salmon and it remains the best. However, the price for it has risen about 60% in three years. Same with the cost of the pie. Yes, food costs have risen but not 20% per year over the last 3 years. We walked out with 3 bags costing $360 dollars. I wanted to provide the owner with feedback directly on their website but this option no longer exists so I’m forced to do this publicly.

We feel that the hard working Evan who built the business is no...

UPDATE/RESPONSE TO OWNER: To clarify, my original post stated that it was TWO cash team members who exhibited rude and dismissive behaviour, not just “a member”. Also, you attribute their behaviour to your new plexiglass dividers and double face masks when in fact the cash staff who ignored me and called for the next customer in line actually did so outside of her station so it wasn’t due to the dividers. Regardless, having dividers and double face masks is not an excuse for this type of behaviour. I’ve experienced staff in other stores in Markham who still demonstrate polite and friendly customer service despite the dividers and double masking. You also stated that you pick individuals with pleasant and outgoing personalities for your front cashier positions yet you have had multiple negative reviews that specifically called out staff for being “highly disrespectful”, “dismissive”, “most unfriendly”, “extremely rude”, “not kind”, “rudest people and most stuck up people this side of the city”, and for having the “worst customer service ever” and “very bad service”. Clearly my experience was not a one-off or isolated incident and the fact that this is still happening means that management has not put in enough effort to address the issue. You’ve provided me with a phone number but what is there to discuss? You should just spend the time training/retraining your staff. Granted the store has received positive reviews on customer service but this just proves that staff has not been consistent and appears to have accorded preferential treatment to some customers but rude and dismissive to others. The fact that you have diverse staff doesn’t mean that they all demonstrate inclusive and non-discriminatory behaviour. ACTIONS SPEAK LOUDER THAN WORDS OR APPEARANCES. Yes, you are a gourmet and “special” store but gourmet doesn’t have to mean snooty and non-inclusive. I agree with what one reviewer said about how the staff (the reviewer specifically called out the store manager) behaves as if the store is doing customers a favour by allowing them to enter and shop at the store. Maybe it’s the tone at the top. Staff tend to emulate leadership’s behaviour and attitude. Remember, you need us customers more than we need you. You are not the only gourmet store in the city. Your website boasts that your store is “where families are welcomed with open arms and accommodated at every turn” and that your “staff is the best!”. This is false advertising...

Today, I want to share with you a great farmer's market - Village Grocer! This is a new treasure market I discovered recently. The goods in it are not only diverse, but also of super good quality.

Farmer's cake roll: the cream inside is fragrant but not greasy, and the taste is particularly smooth. The cake roll is soft and delicate, and you can feel the strong milk fragrance in every bite. It is simply a great choice for afternoon tea.

Peach crisp: A bite reminds me of the taste of China. Crispy taste, melts in the mouth, with a faint sweetness, which is very suitable as a snack or breakfast with coffee. Every time I go, I can't help but buy a few more bags to take home.

Raw toast: Village Grocer has a wide variety of bread, and there is also a very popular raw toast recently! The taste of raw toast is particularly soft and delicate, and there is no dry feeling of ordinary toast at all. It is very delicious to eat directly or made into a sandwich.

Whole milk: The taste of milk is particularly heavy and very pure. Every time I use it to make breakfast milkshakes or coffee, it is very good. The strong milk fragrance is irresistible.

Persimmon ice cream: The taste of persimmon is particularly strong, but it is not sweet at all, and the taste is very refreshing. As a dessert to relieve the summer heat, it is simply a great choice.

Flowers: Not only are there a wide variety, but you can also DIY bouquets according to your preferences. Whether it is used to decorate the home or as a gift, it is a very good choice. The waiter will also provide thoughtful advice according to your needs.

I have to mention that the waiters of Village Grocer are really super warm and thoughtful! Whether it is the product inquiry or the checkout service, they are full of smiles and very considerate. It also makes people feel very good when buying things.

Village Grocer is really a treasure farmer's market! Every time you go, you can find a lot of good things, whether it is delicious food or flowers, which can meet your needs. Strongly share with everyone. Hurry up...