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‘Don’t goof up my meat:’ Unwanted substitutions deter online grocery shoppers

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Anjali Rego doesn’t mind some online grocery order substitutions. Swap out regular tomatoes for cherry tomatoes? No problem.

But other changes irk her. Switch regular meat for a plant-based substitute? No way.

“I don’t mind if you give me a different kind of tomato. But don’t goof up my meat,” says the Mississauga, Ont., resident.

“And if I order one per cent milk, don’t give me two per cent.”

Online grocery orders surged during the pandemic as Canadians heeded public health warnings to limit outings. As stores quickly ramped up online grocery and delivery services, shoppers largely tolerated odd product substitutions and mishaps.

But consumers are becoming increasingly impatient with online grocer order errors, experts say.

Stores that don’t improve online grocery blunders could lose sales — especially as supply chain snarls and a sixth wave of COVID-19 could see the need for substitutions rise, they say.

“In online grocery, customer experience is all about how you fulfil the order,” says Frank Kouretas, chief product officer at Orckestra.

Get it wrong and new customers may avoid shopping for groceries online again, while veteran online food shoppers may switch stores, he says.

“From a customer’s perspective, it’s hard to understand why a store got it wrong,” Kouretas says. “And it’s easy to get it wrong without the right technology in place.”

Orckestra, an e-commerce solutions provider from MDF Commerce Inc. based in Longueuil, Que., has developed a technical solution to address the problem of grocery substitutions.

“Substitutions are unique to grocery,” Kouretas says. “Sports Experts won’t substitute my (Nike) Air Force 1’s for Adidas — they either have them in stock or they don’t.

“But in grocery you have volatile inventory and substitutions happen … this is why you hear horror stories about substitutions.”

Tales of online grocery order substitutions have taken on near-urban legend status: Ground beef instead of tofu, candles instead of light bulbs, flour instead of gluten free baking mix, multiple heads of Napa cabbage instead of baby bok choy.

Others involve mixed up quantities, such as 10 kilograms of bananas rather than 10 bananas, or more mundane but nevertheless irritating swaps like fresh oregano instead of fresh cilantro.

“The decision on how to substitute is complex and highly personal to each customer,” Srini Venkatesan, executive vice-president of Walmart Global Tech, said in a blog post last June.

Take a store that’s run out of cherry yogurt, for example. Whether to choose another fruit flavour, like strawberry or blueberry, or opt instead for plain or a different brand altogether is not a simple choice and can vary from customer to customer.

“There are nearly 100 different factors that can go into that decision,” Venkatesan says in his blog post. “Trying to account for all of these would not only be too difficult, but it would also be incredibly time consuming.

“If the wrong choice is made, it can negatively impact customer satisfaction and increase costs.”

Most stores allow customers to choose whether or not to allow substitutions. But the default is usually set to allow substitutions and changing it can be cumbersome.

Stores refund an item if a customer is not satisfied with a substitution, but the hassle of requesting the refund for customers and the loss of a potential sale for stores makes it a lose-lose solution.

The situation has prompted some retailers to turn to technology and artificial intelligence to help personal shoppers, sometimes called packers or pickers, make the right choice for customers and eliminate the guesswork

Orckestra, for example, has developed what Kouretas calls an “order picking application.”

“It provides the right feedback to make sure that the person picking the orders doesn’t make mistakes,” he says.

Technology can improve both online grocery order substitutions and customer satisfaction, especially when it’s tailored to the retailer, Kouretas says.

Orckestra works with big grocers like IGA and Aldi, a German discount supermarket chain, to improve their online grocery ordering and picking system.

Kouretas says employee training is also critical.

“I can’t stress enough the importance of training,” he says. “Having trained employees who know the store, who know the products and who understand how to substitute products will improve outcomes.”

This report by The Canadian Press was first published April 24, 2022.

Companies in this story: (TSX:MDF)

 

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Politics likely pushed Air Canada toward deal with ‘unheard of’ gains for pilots

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MONTREAL – Politics, public opinion and salary hikes south of the border helped push Air Canada toward a deal that secures major pay gains for pilots, experts say.

Hammered out over the weekend, the would-be agreement includes a cumulative wage hike of nearly 42 per cent over four years — an enormous bump by historical standards — according to one source who was not authorized to speak publicly on the matter. The previous 10-year contract granted increases of just two per cent annually.

The federal government’s stated unwillingness to step in paved the way for a deal, noted John Gradek, after Prime Minister Justin Trudeau made it plain the two sides should hash one out themselves.

“Public opinion basically pressed the federal cabinet, including the prime minister, to keep their hands clear of negotiations and looking at imposing a settlement,” said Gradek, who teaches aviation management at McGill University.

After late-night talks at a hotel near Toronto’s Pearson airport, the country’s biggest airline and the union representing 5,200-plus aviators announced early Sunday morning they had reached a tentative agreement, averting a strike that would have grounded flights and affected some 110,000 passengers daily.

The relative precariousness of the Liberal minority government as well as a push to appear more pro-labour underlay the prime minister’s hands-off approach to the negotiations.

Trudeau said Friday the government would not step in to fix the impasse — unlike during a massive railway work stoppage last month and a strike by WestJet mechanics over the Canada Day long weekend that workers claimed road roughshod over their constitutional right to collective bargaining. Trudeau said the government respects the right to strike and would only intervene if it became apparent no negotiated deal was possible.

“They felt that they really didn’t want to try for a third attempt at intervention and basically said, ‘Let’s let the airline decide how they want to deal with this one,'” said Gradek.

“Air Canada ran out of support as the week wore on, and by the time they got to Friday night, Saturday morning, there was nothing left for them to do but to basically try to get a deal set up and accepted by ALPA (Air Line Pilots Association).”

Trudeau’s government was also unlikely to consider back-to-work legislation after the NDP tore up its agreement to support the Liberal minority in Parliament, Gradek said. Conservative Leader Pierre Poilievre, whose party has traditionally toed a more pro-business line, also said last week that Tories “stand with the pilots” and swore off “pre-empting” the negotiations.

Air Canada CEO Michael Rousseau had asked Ottawa on Thursday to impose binding arbitration pre-emptively — “before any travel disruption starts” — if talks failed. Backed by business leaders, he’d hoped for an effective repeat of the Conservatives’ move to head off a strike in 2012 by legislating Air Canada pilots and ground crew to stick to their posts before any work stoppage could start.

The request may have fallen flat, however. Gradek said he believes there was less anxiety over the fallout from an airline strike than from the countrywide railway shutdown.

He also speculated that public frustration over thousands of cancelled flights would have flowed toward Air Canada rather than Ottawa, prompting the carrier to concede to a deal yielding “unheard of” gains for employees.

“It really was a total collapse of the Air Canada bargaining position,” he said.

Pilots are slated to vote in the coming weeks on the four-year contract.

Last year, pilots at Delta Air Lines, United Airlines and American Airlines secured agreements that included four-year pay boosts ranging from 34 per cent to 40 per cent, ramping up pressure on other carriers to raise wages.

After more than a year of bargaining, Air Canada put forward an offer in August centred around a 30 per cent wage hike over four years.

But the final deal, should union members approve it, grants a 26 per cent increase in the first year alone, retroactive to September 2023, according to the source. Three wage bumps of four per cent would follow in 2024 through 2026.

Passengers may wind up shouldering some of that financial load, one expert noted.

“At the end of the day, it’s all us consumers who are paying,” said Barry Prentice, who heads the University of Manitoba’s transport institute.

Higher fares may be mitigated by the persistence of budget carrier Flair Airlines and the rapid expansion of Porter Airlines — a growing Air Canada rival — as well as waning demand for leisure trips. Corporate travel also remains below pre-COVID-19 levels.

Air Canada said Sunday the tentative contract “recognizes the contributions and professionalism of Air Canada’s pilot group, while providing a framework for the future growth of the airline.”

The union issued a statement saying that, if ratified, the agreement will generate about $1.9 billion of additional value for Air Canada pilots over the course of the deal.

Meanwhile, labour tension with cabin crew looms on the horizon. Air Canada is poised to kick off negotiations with the union representing more than 10,000 flight attendants this year before the contract expires on March 31.

This report by The Canadian Press was first published Sept. 16, 2024.

Companies in this story: (TSX:AC)

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Federal $500M bailout for Muskrat Falls power delays to keep N.S. rate hikes in check

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HALIFAX – Ottawa is negotiating a $500-million bailout for Nova Scotia’s privately owned electric utility, saying the money will be used to prevent a big spike in electricity rates.

Federal Natural Resources Minister Jonathan Wilkinson made the announcement today in Halifax, saying Nova Scotia Power Inc. needs the money to cover higher costs resulting from the delayed delivery of electricity from the Muskrat Falls hydroelectric plant in Labrador.

Wilkinson says that without the money, the subsidiary of Emera Inc. would have had to increase rates by 19 per cent over “the short term.”

Nova Scotia Power CEO Peter Gregg says the deal, once approved by the province’s energy regulator, will keep rate increases limited “to be around the rate of inflation,” as costs are spread over a number of years.

The utility helped pay for construction of an underwater transmission link between Newfoundland and Nova Scotia, but the Muskrat Falls project has not been consistent in delivering electricity over the past five years.

Those delays forced Nova Scotia Power to spend more on generating its own electricity.

This report by The Canadian Press was first published Sept. 16, 2024.

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Roots sees room for expansion in activewear, reports $5.2M Q2 loss and sales drop

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TORONTO – Roots Corp. may have built its brand on all things comfy and cosy, but its CEO says activewear is now “really becoming a core part” of the brand.

The category, which at Roots spans leggings, tracksuits, sports bras and bike shorts, has seen such sustained double-digit growth that Meghan Roach plans to make it a key part of the business’ future.

“It’s an area … you will see us continue to expand upon,” she told analysts on a Friday call.

The Toronto-based retailer’s push into activewear has taken shape over many years and included several turns as the official designer and supplier of Team Canada’s Olympic uniform.

But consumers have had plenty of choice when it comes to workout gear and other apparel suited to their sporting needs. On top of the slew of athletic brands like Nike and Adidas, shoppers have also gravitated toward Lululemon Athletica Inc., Alo and Vuori, ramping up competition in the activewear category.

Roach feels Roots’ toehold in the category stems from the fit, feel and following its merchandise has cultivated.

“Our product really resonates with (shoppers) because you can wear it through multiple different use cases and occasions,” she said.

“We’ve been seeing customers come back again and again for some of these core products in our activewear collection.”

Her remarks came the same day as Roots revealed it lost $5.2 million in its latest quarter compared with a loss of $5.3 million in the same quarter last year.

The company said the second-quarter loss amounted to 13 cents per diluted share for the quarter ended Aug. 3, the same as a year earlier.

In presenting the results, Roach reminded analysts that the first half of the year is usually “seasonally small,” representing just 30 per cent of the company’s annual sales.

Sales for the second quarter totalled $47.7 million, down from $49.4 million in the same quarter last year.

The move lower came as direct-to-consumer sales amounted to $36.4 million, down from $37.1 million a year earlier, as comparable sales edged down 0.2 per cent.

The numbers reflect the fact that Roots continued to grapple with inventory challenges in the company’s Cooper fleece line that first cropped up in its previous quarter.

Roots recently began to use artificial intelligence to assist with daily inventory replenishments and said more tools helping with allocation will go live in the next quarter.

Beyond that time period, the company intends to keep exploring AI and renovate more of its stores.

It will also re-evaluate its design ranks.

Roots announced Friday that chief product officer Karuna Scheinfeld has stepped down.

Rather than fill the role, the company plans to hire senior level design talent with international experience in the outdoor and activewear sectors who will take on tasks previously done by the chief product officer.

This report by The Canadian Press was first published Sept. 13, 2024.

Companies in this story: (TSX:ROOT)

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