Chan's King George — Local services in Surrey

I’ve been regular customer here for eleven years, buying the bulk of my produce here during that time. On May 4, 2019 the Canadian Food Inspection Agency issued a food recall warning for the GPM brand of pea shoots sold at this store, which were recalled due to listeria monocytogenes. The same day, after being alerted to the recall, I brought two packages of pea shoots that I’d purchased a few days prior back to the store for a refund. The refund was refused by both the cashier and the manager because I no longer had a receipt.

I have had to return recalled food items several times before to different stores, and have always been provided with a full refund whether or not I had a receipt. This is standard retail protocol when the Canadian Food Inspection Agency reports foodborne illness associated with a product. Of course virtually every store these days will give you your money back with a receipt. But stores that value your business and are keen to keep you coming back as a customer will give you your money back if you return the product without one, especially when the product may contain gram-positive bacterium that causes severe illness and mortality rates.

If the manager of this store had offered a smile and a refund, it would have cost them six dollars, the price of two packages of pea shoots. Instead, they have not only lost a loyal long-term customer who spent thousands of dollars per year in their store, but they have also lost the business of my entire family and four of my friends, all of whom were regular customers but have now also decided to no longer shop there after hearing about my experience. The lack of customer service is inexcusable and the customer care is...

Chan's is a really well stocked and convenient local market. I go to both the one at Ocean Park and King George frequently. It's the customer service that absolutely stinks! I see so many people going through the till and there's zero courtesy by the staff. I am not trying to paint all of the staff with the same brush, but the till staff never smile, seldom tell you how much you owe. They simply stand there while you look at the total and tell them what type of payment you're using. Then they hand you a receipt with not so much as a glance. Never mind a thank you. This has been going on far too long. I've posted this before and thought there'd be improvement at some point. However, I think it's just simply gotten worse. Chan's really needs to up their game with their training and hiring . Clearly management doesn't care as you can go back 8 years and see reviews complaining about customer service. Business is good so why bother right?

On another note, I saw an employee being so terribly abused by an incredibly rude customer that she was near tears. I went and let management know that this young woman did not deserve to be spoken to the way that she had and the customer should not be allowed to speak to somebody that way. The manager who I spoke to just said oh okay and walked away. He never went to the teller. Never went to the abusive customer. Shame on you. Nobody deserves to be treated like this. The rest of the customers in line were equally disgusted by the customer and more importantly the behavior of the manager who...

Have lived within a few blocks for 7 years and the service and produce has gotten worse every year. So much that we now drive to the Country Market at 168 and highway 10 for our main produce shopping. We only shop Chans if we are filling in a gap and as a result have gotten stale stock, rotten oranges, very old corn in the cob at the height of the corn season. A lot of the local produce is fine, but food shipped in is hit and miss. When I have returned product on a couple of occasions it is met with untrusting indifference. Now I don’t bother to return stuff because they don’t care, but it just reinforces our disappointment. Bunsmaster bread deliveries are apparently twice a week but Chans rarely have enough stock. Not that we’d drive to the Country Market just for bread but it is always available, fresh and a dollar less per loaf. One staple my wife buys weekly there are lemons, 10 at a time. When she says she has 10 they always count them. I’ve witnessed the staff ask for ID of cute old couple buying $7.00 worth of groceries on their Visa. At the height of Covid I witnessed staff restocking used grocery baskets without sanitizing and when I brought it to their attention they just shrugged their shoulders. My last 2 trips have resulted in them checking my coin payments to make sure the quarters aren’t counterfeit. Seriously. Actually handed me back a quarter, and when I pointed out the strange image on the back was the Stanley Cup, they looked at me quizzically and reluctantly...