RONA brings together its collaborators to launch 2025

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January 22, 2025

RONA inc., one of Canada’s leading home improvement retailers operating or servicing some 425 corporate and affiliated stores, brought together this week more than 300 people representing nearly 180 vendors, as well as 330 RONA leaders for the Vendor Forum and Store Manager Meeting.

As the entire home improvement industry prepares for its biggest season, spring, these events are a unique opportunity for participants to learn about RONA’s priorities and strategies for the coming year and to engage with members of RONA’s Executive Leadership and Merchandising teams, said the company in a news release.

This year, seven vendors were awarded Vendor of the Year in their respective categories. RONA recognizes their commitment to helping deliver the very best to its customers, whether through the value and quality of their products, collaboration, and their ability to adapt, it said.

“Our vendors played an important role in RONA’s success in 2024. Through the support and collaboration of our key partners, RONA continues to offer better value and improved assortments for our PRO and DIY customers,” said Doug Young, Chief Merchandising Officer, RONA inc. “It’s important for us to recognize the remarkable work of vendors over the past year through our Vendor of the Year awards. Our award winners are valuable partners helping us to continuously improve and meet customers’ needs.”

Here are the winning vendors by category:

Lumber and building materials: Doman
Projects: Monoserra
Home: Stanley Black & Decker
Value: S Boudrias Horticulture
Assortment: Old Castle
Innovation: TNA Doors
Pro: Henkel

About 70 vendors will also take part in the RONA Product Experience at the Store Manager Meeting. Leaders of RONA+ and RONA stores eagerly await this important exhibition, where they’ll have the chance to meet vendors, discover new products, try them out, and learn more about their features, said the retailer.

“Continuous training of our in-store teams is very important to us, since it helps us provide our customers with even better service. Knowing our products and what makes them different is key to providing sound advice to our customers and becoming the benchmark for customer experience in the construction and home improvement industry. I’d like to extend my warmest thanks to the vendors who are exhibiting at this year’s Store Manager Meeting. Their presence is a great added value for our leaders in the field who are thrilled to explore the exciting new product innovations and strengthen the partnerships with our vendor community,” said J.P. Towner, President and Chief Executive Officer at RONA inc.

RONA inc. is one of Canada’s leading home improvement retailers headquartered in Boucherville, Quebec. The RONA inc. network operates or services some 425 corporate and affiliated dealer stores under the RONA+, RONA, and Dick’s Lumber banners. With a long and rich history, RONA inc. has supported Canadians in their home improvement and construction projects since 1939.

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Amazon to Close Quebec Operations, Affecting 1,700 Employees

By

Craig Patterson

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January 22, 2025

Amazon has announced plans to cease operations at seven facilities in Quebec over the next two months. The closures include one fulfillment center, two sorting centers, three delivery stations, and one AMXL (extra-large) delivery station co-located with a sorting center. This decision will impact approximately 1,700 regular employees and 250 temporary seasonal workers in the province.

Transition to Third-Party Delivery Model

The company stated that it will revert to a third-party delivery model supported by local small businesses, a system previously in place until 2020. Amazon spokesperson Barbara Agrait emphasized that this move aims to maintain high-quality service and offer greater savings to customers in the long term. She clarified that the decision was not influenced by the unionization of 200 employees at Amazon’s DXT4 warehouse in Laval, Quebec, which occurred in May 2024.

Employee Compensation and Support

Affected regular employees will receive severance packages, including up to 14 weeks of pay following the closure of the facilities, along with transitional benefits such as job placement resources. Temporary seasonal workers will be compensated until the conclusion of their contracts. Amazon has expressed its commitment to assisting employees during this transition period.

Government Response

Quebec Employment Minister Kateri Champagne Jourdain acknowledged the company’s decision as a corporate reorganization and assured support for the displaced workers. She stated, “We’ll be there for the employees; that’s what we do in the employment ministry, help workers find other work.” The provincial government is actively engaging in discussions to address the situation and provide necessary assistance to the affected workforce.

Potential Role of Intelcom

In light of Amazon’s shift to a third-party delivery model, Intelcom, an existing subcontractor for Amazon’s delivery and sorting services, may assume a more prominent role. Numerous job postings were recently listed on Intelcom’s website, indicating potential opportunities for the displaced Amazon employees. This development suggests a possible avenue for continued employment within the logistics and delivery sector in Quebec.

Background on Unionization at DXT4 Warehouse

In May 2024, the Administrative Labour Tribunal certified the unionization of approximately 200 employees at Amazon’s DXT4 warehouse in Laval, marking the first instance of an Amazon warehouse unionizing in Canada. The Confédération des syndicats nationaux (CSN) led the unionization efforts, citing concerns over work pace, health and safety measures, and wages. Despite Amazon’s plans to appeal the decision, the unionization was upheld, and the company was legally required to engage in collective bargaining with the newly formed union.

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Loblaw and Flashfood helped Canadians save over $50 million on groceries in 2024

By

Mario Toneguzzi

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January 22, 2025

Loblaw Companies Limited - Public Relations-Loblaw and Flashfood — A photo of a Real Canadian Superstore colleague holding food in her hand while standing in front of the Flashfood fridge. (CNW Group/Loblaw Companies Limited - Public Relations)

Loblaw shoppers coast-to-coast have saved more than $50 million in 2024 on groceries – and over $238 million in the past 5 years – simply by shopping on the Flashfood app, said the company in a news release on Wednesday.

Flashfood is a marketplace that connects customers to great deals on fresh groceries and is available in 850 Loblaw grocery stores across Canada.

“With the Flashfood app, shoppers save up to 50% off everyday essentials that are nearing their best-by date or where the store has excess inventory, including meats, dairy, seafood, fresh fruits and vegetables, prepared foods, and more. Purchases are made directly through the app and customers simply pick up their order from the Flashfood Zone located inside their participating Loblaw grocery store,” said Loblaw.

Since initiating their partnership with Flashfood in 2019, Loblaw has diverted nearly 86 million pounds of potential food waste from landfill through the program – a major milestone, as Loblaw aims to send zero food to landfill by 2030, it said.

“With the rising cost of living, Canadians are looking for more ways to save money. Last year alone, customers purchased more than 900,000 boxes of fresh produce at our stores through the Flashfood app,” explained Jonathan Carroll, SVP, Superstore Operations and head of Loblaw’s food waste reduction initiatives. “This partnership allows us to offer incredible value to our customers while taking meaningful action to reduce food waste. It’s a win-win for our customers, our business, and the environment.”

“Loblaw’s commitment to sustainability and its expansive network of stores have been instrumental in the success of our partnership and our impact on Loblaw’s communities,” said Nicholas Bertram, CEO of Flashfood. “Together, we continue to deliver on our mission to connect families with more affordable groceries in Canada and reduce the amount of food going to landfills.”

Launched at Maxi in 2019, Flashfood is now available in 850 Loblaw grocery stores and franchise locations across Canada, including select No Frills, Maxi, Real Canadian Superstore, Real Atlantic Superstore, Loblaws, Real Canadian Wholesale Club, Zehrs, Your Independent Grocer, Provigo and Dominion stores.

For all Loblaw and Flashfood partner locations, visit flashfood.com/locations/home.

To learn more about Loblaw’s food waste reduction, visit https://www.loblaw.ca/en/food-waste/.

Loblaw Companies Limited is Canada’s food and pharmacy leader, as well as its largest retailer and private sector employer. With over 1 billion transactions each year in its unmatched network of 2,500 stores and national e-commerce options, Loblaw brings food, pharmacy, beauty, apparel and financial services to customers through many brands: President’s Choice, No Name, Loblaws, Shoppers Drug Mart, No Frills, Real Canadian Superstore, T&T, Joe Fresh, PC Express and PC Financial. The Company’s loyalty program, PC Optimum, has more than 16 million active members and is one of Canada’s largest and best-loved reward programs.

Flashfood is on a mission to feed families, not landfills. The app marketplace connects shoppers with fresh produce, meat and other groceries at up to 50% off. By partnering with retailers across North America, Flashfood offers shoppers nutritious staples at affordable prices; reduces the amount of food going to landfills; and gives retailers a path to new shoppers and greater shopper loyalty. Flashfood is a remote-first B Corp Certified company currently partnered with more than 2,300 stores across 50 store banners, 31 states in the US and 10 provinces in Canada.

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OVO x Sherwood Launch Winter ’25 Hockey Collection

By

Craig Patterson

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January 22, 2025

241220_OVO_Sherwood_01_Cards_00078 — OVO x Sherwood Hockey. Image: Canadian Tire

Two iconic Canadian brands, October’s Very Own (OVO) and Sherwood Hockey, have teamed up once again to deliver the Winter ’25 Shinny Collection. This latest collaboration, available as of January 17, celebrates hockey’s grassroots culture while showcasing OVO’s signature black-and-gold aesthetic. The collection features premium hockey gear and apparel that bridges the gap between sports and streetwear, with items designed for both on-ice performance and everyday wear.

Sherwood Hockey, a division of Canadian Tire since 2018, has established itself as a disruptor in the hockey industry. “We’ve always believed hockey is more than just a sport; it’s a culture,” said Brendon Arnold, Associate Vice President of Brand Management at Sherwood Hockey. “This collaboration reflects that belief by speaking to a new generation of athletes and fans who value self-expression and creativity.”

Brendon Arnold, Associate Vice President of Brand Management at Sherwood Hockey

A Collection Born from Collaboration

The Winter ‘25 Shinny Collection marks the second collaboration between OVO and Sherwood. Items include a hockey stick, gloves, a jersey, a rink suit, hoodies, a beanie, a bucket of pucks, and a custom hockey bag. Each piece integrates OVO’s luxurious design ethos with Sherwood’s expertise in hockey gear.

“The idea was to create something authentic to hockey culture while offering a premium, designer feel,” Arnold explained. “This collection isn’t just for players; it’s for anyone passionate about the sport.”

A standout feature of the collection is its focus on accessibility. Unlike many high-end collaborations, the price points remain reasonable. Arnold elaborated: “We could have gone with our high-performance gear that retails at over $300, but we wanted this collection to be more inclusive. It’s designed for shinny players, street hockey enthusiasts, and fans who just love the game.”

OVO x Sherwood Hockey. Image: Canadian Tire

Hockey Culture Meets Streetwear

Arnold reflected on how hockey has evolved since Sherwood re-invented itself and re-entered the market in 2020. “Back then, terms like self-expression and creativity were almost taboo in hockey circles,” he said. “But today, the sport is becoming more inclusive, and collaborations like this are helping redefine its culture.”

For Arnold, grassroots hockey serves as the soul of the game. “Growing up, we all remember those freezing winter mornings heading to the outdoor rink with friends. That’s where the passion for hockey is born,” he noted. The collection pays homage to this heritage, with pieces designed for shinny and street hockey.

The OVO x Sherwood hockey stick, for instance, is modeled after Sherwood’s Encrypt Stick, used by NHL stars like William Nylander and Matthew Tkachuk. Subtle binary code details, unique to the collection, carry hidden messages for fans to discover.

Signature Items with a Canadian Twist

Highlights of the Winter ‘25 collection include:

Custom Hockey Jersey: Made in Canada, the jersey features Sherwood and OVO emblems, with the number 10—a nod to Drake’s October birthdate.
Hockey Bag: A stylish black-and-gold bag adorned with OVO’s Chrome Owl logo.
Bucket of Pucks: A playful homage to streetwear trends, turning a mundane hockey item into a collectible piece.
Rink Suit: A full tracksuit blending classic hockey aesthetic with contemporary street style.

Even the hoodies carry a story. One design riffs on a controversial Toronto bylaw sign prohibiting ball hockey, scratching out the word “prohibited” to reclaim the streets for young players.

Selling Out Fast

Demand for the collection has been overwhelming. Within days of the launch, Sherwood Hockey’s online inventory was sold out. The collection is carried on OVO’s website and flagship stores worldwide.

“This collaboration isn’t just about products—it’s about creating energy around hockey,” Arnold emphasized. “When you combine OVO’s cultural influence with Sherwood’s heritage, the result is something truly special.”

Canadian Tire’s Role in Sherwood’s Rebirth

Sherwood’s resurgence owes much to its acquisition by Canadian Tire in 2018. As the world’s largest hockey retailer, Canadian Tire saw potential in repositioning Sherwood as a premium yet accessible brand.

“The decision was to aim high,” Arnold said. “We wanted to give young athletes a brand they could be proud of—something that reflects their individuality.”

This ethos has driven Sherwood’s recent partnerships, including collaborations with OVO, Disney, and NHL teams.

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DUER brings art to Ossington storefront with denim installation for DesignTO (Photos)

By

Mario Toneguzzi

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January 22, 2025

Canadian lifestyle apparel brand DUER is partnering with DesignTO, Canada’s largest design festival.

From January 24 to February 2, DUER’s Ossington storefront in Toronto will feature an interactive window installation and exhibition by multidisciplinary artist Ruth Wickremesooriya.

Toronto Artist Ruth Wickremesooriya to Unveil Salvaged Denim Creation at DUER Ossington

“I am personally very sensitive to aesthetics and design and this has led to a fascination for how good design enhances almost everything –from how we work to how we move through the world; our involvement with DesignTO complements this philosophy,” said Gary Lenett, CEO of DUER.

Gary Lenett (Image: Britney Gill / DUER)

Wickremesooriya’s installation, titled Let’s Be Honest, features hundreds of denim “leaves” meticulously hand-woven from deconstructed DUER jeans. Suspended in a minimalist tree form, the piece invites viewers to choose a leaf, untie it, reflect on a disappointment, and release it to the ground.

Let’s be Honest is part of Wickremesooriya’s multi-work exhibition called Winter Waiting, which will be on display at DUER Ossington throughout the festival. Each piece in the collection uses discarded denim as its primary medium, underscoring a commitment to sustainability and creative reuse.

“Collaborating with DUER was an obvious fit,” said Wickremesooriya. “We share common values: a love of denim and natural materials, and a desire to create something beautiful and lasting beyond trends and seasons.”

“We’re thrilled to be collaborating with DUER, a brand that shares our passion for creativity,” said Jeremy Vandermeij, Executive Director of DesignTO.

DesignTo is a non-profit arts organization celebrating 15 years of designing a sustainable, just, and joyful future. From January 24-February 2 DesignTO Festival features 100+ free events across Toronto, showcasing hundreds of artists and designers. Known as Canada’s largest annual design festival, DesignTO has welcomed over 1 million attendees, reached 2.6 billion people through media, showcased 6,500+ artists, and generated $120 million in tourism impact.

“The genesis of our connection to this initiative stems from our latest fabric program, Stretch Canvas. Many of our customers work in film and creative fields and have been looking for a softer, more flexible alternative to traditional canvas. This new fabric—designed with artists and craftspeople in mind, but not limited to them — combined with our goal of bringing energy into our stores through engaging installations, are what led us to partner with DesignTO,” said Lenett.

“It’s a mutually beneficial partnership in that an emerging artist can showcase their work to our customer base, while DUER has the chance to introduce new visitors to the brand. Someone might hear about the exhibition, step into our store for the first time, and walk away with a whole new understanding of our brand and product vision. Ideally the partnership will create a space where both things happen naturally.

“As for location, Ossington was the obvious choice for this initiative—it’s one of Toronto’s most creative neighborhoods, packed with independent shops, galleries, and design studios. With DesignTO bringing the city’s creative scene together, it just made sense to create a window installation here for the festival and make our store part of the conversation.”

Lenett said this activation made perfect sense for Toronto and DesignTO, and that’s something the retailer always considers—the in-store experiences need to feel natural and relevant to the city.

“We’ve done everything in the past year from hosting bike maintenance workshops in Vancouver ahead of the Whistler Gran Fondo to film screenings in Calgary tied to the Banff Film Festival and are always looking for ways to bring our stores to life through the right partnerships and events that will resonate with the local community,” he said.

DUER has 10 stores across North America, and Lenett said the brand has its sights set on expanding this store count in the US as early as May.

“In addition to opening up along the U.S. West Coast, we’re looking at secondary locations in key Canadian cities like Toronto and Vancouver. Beyond our dedicated storefronts, we’re continuing to grow our network of Wholesale partners across North America. We have also started to grow our brand awareness in Europe and the UK,” he said.

“Beyond our dedicated storefronts, our network of wholesale partners across North America continues to grow dramatically. We also continue to grow our brand awareness in Europe and the UK.

“Elsewhere, we’re really excited about what’s ahead in product innovation. Our first spring drop has just launched, and we’re gearing up to introduce some brand-new denim lines in the coming months as we continue to push the boundaries of performance meets lifestyle apparel.”

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Recommerce becoming a popular consumer trend: eBay

By

Mario Toneguzzi

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January 22, 2025

In the midst of sweeping macroeconomic, climate, and sociopolitical challenges, we’re taking stock of what matters most. Many of us are reassessing life choices, reexamining career journeys, and reprioritizing what we do with our time. “Whether we’re reengaging with old passions, creating communities bound by shared interests, or recommitting to living our values, we’re reminded of who we are — and finding inspiration for who we want to be. As we’re reconnecting with our pasts and dreams, we’re reimagining the possibilities ahead, according to eBay’s 2024 Recommerce Report, 2024.

The report said almost two thirds of consumers surveyed agree: “I’m re-evaluating what’s important in my life.”

“While the news can often seem negative, 88% of consumers feel happy/optimistic about some area in their life, with the top three being hobbies and interests (53%), personal relationships (49%), and their identity, sense of purpose, values (38%),” said the report.

Recommerce — the buying and selling of pre-loved items — can be a positive path forward, providing inspiration, opportunities, and hope. The eBay report uncovers what’s important to people and how recommerce shapes who they are.

Alicia Silverstone

“It’s important that everything I do reflects my commitments to helping create a more sustainable future. Recommerce is so rewarding because I can find things that bring me joy while doing something to help minimize waste on our beautiful planet,” said Alicia Silverstone, Actor and sustainability advocate, in the report.

Garry Thaniel, General Manager of eBay Canada, said key points from the survey include:

86% of consumers surveyed say they’ve bought or sold pre-loved goods in the last 12 months.
- Millennials lead the pack, showing the highest frequency of purchasing pre-loved goods, with 9% buying weekly and 24% making pre-loved purchases monthly.
- 21% of Gen Z consumers surveyed say they shop for pre-loved items once a month.
The five main reasons people buy pre-loved goods according to our research are:
- To save money (62%)
- Sustainability/environment benefits (26%)
- Access to specific items they’re unable to source new (25%)
- Branded pre-loved items at more affordable price points (24%)
- Access to unique or collectible items (18%).

He said the 2024 Recommerce Report surveyed over 12,000 eBay sellers and over 16,000 general consumers, in markets across the world – including Canada.

“eBay has 133 million active buyers in more than 190 markets around the world – it’s truly a global marketplace that connects people all over the world, and I like to think of it as a cultural barometer that reflects global trends,” he said.

“The 2024 Recommerce Report shows that Canada is a top global market for “Accidental Entrepreneurs” – 42 per cent of Canadian sellers said their e-commerce activities on the platform evolved organically, and Canada actually led the way in eBay sellers who say they sell because it’s a fun hobby (31%).

“We see the passion of enthusiast communities every day on eBay.ca – whether it’s demand for the latest overlanding gear for campers and offroaders who love the great outdoors, or the hottest trading cards and memorabilia for sports fans.

“74 per cent of surveyed consumers in the 2024 Recommerce Report were looking to reconnect with hobbies and interests. We have an incredible community who buy and sell on eBay.”

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RCCSTORE25: First Look at Game-Changing Speakers!

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Retail Insider

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January 21, 2025

STORE24_RI_1200x800 — RCC STORE Conference. Image: RCC

RCCSTORE25, Canada’s biggest retail event of the year, is back on June 3-4, 2025, in Toronto, bringing together the brightest minds to inspire, connect, and strategize for the future.

Just Announced: Key Speakers

Brian Burke – NHL Legend & Leadership Guru: Unlock strategies for building resilient, high-performing teams.
Sharon Gai – AI Innovator: Explore how artificial intelligence is reshaping retail for growth and profitability.
Ira Kalish – Chief Global Economist, Deloitte: Gain clarity on economic trends and shifting consumer behaviors.
Eric Morris – Head of Retail, Google Canada: Decode consumer behavior to elevate customer engagement.

Key Content Focus Areas

Leadership Success: Inspiring teams and driving results.
AI & Innovation: Leveraging tech to gain a competitive edge.
Economic Trends: Preparing for what’s ahead.
Consumer Insights: Adapting to evolving demographics.
Supply Chain Resilience: Optimizing for efficiency and growth.

Get Your Tickets Now and Save

Save $200 per ticket with Early Bird Pricing until Feb 28, 2025.
Groups of 5+ enjoy an extra 20% off.

More speakers and sessions will be revealed soon. Don’t miss this chance to connect with Canada’s retail leaders, spark innovation, and gain actionable strategies to stay ahead in 2025.

Reserve your ticket today at storeconference.ca. Let’s shape the future of retail—together.

*Partner content. To work with Retail Insider, email Craig Patterson at craig@retail-insider.com

Store-closing sales underway across Canada at all cleo, Ricki’s, Bootlegger clothing stores

By

Mario Toneguzzi

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January 21, 2025

Ricki's Flagship in Langley, BC (Image: Ricki's)

Discounts of up to 40 per cent off are available on all merchandise at 217 Ricki’s Fashions, cleo Fashions and Bootlegger clothing stores across Canada in a major store-closing and inventory sell-off sale conducted by Tiger Group.

The sale event comes as specialty fashion retailer Comark Holdings, Inc. explores go-forward possibilities for all three brands. Comark, together with its Ricki’s, cleo and Bootlegger banners, commenced proceedings under the Companies’ Creditors Arrangement Act (“CCAA”) on January 7, according to a news release.

“Bootlegger, Ricki’s and cleo offer highly sought-after, dynamic fashionwear at a great value,” said Tiger Group Executive Managing Director Bradley W. Snyder. “This sale represents a rare opportunity for shoppers. Come early for the best selections. These sales will last for a limited time only.”

Goods are still in transit to these stores, Snyder added.

“We have plenty of new merchandise arriving daily,” he said, “so shoppers will see a constantly evolving selection of dynamic fashions.”

Initial discounts on all merchandise run from 25 to 40 per cent off the original ticketed price. The 221 stores, some of which are cobranded, are located in British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, New Brunswick, Nova Scotia, and Newfoundland and Labrador, said the news release.

Founded in 1939, Ricki’s carries brands such as Pieces, Only and Vera Moda, with categories that include:

Shirts, blouses, tees, tanks, sweaters, cardigans, blazers, coats, jackets
Pants, jeans, leggings, crops, capris, skirts, shorts
Jumpsuits, rompers, dresses (maxi, midi, short, mini)
Sleepwear
Shapewear
Earrings, necklaces, bracelets, scarves, hats, beanies, gloves, mittens, sunglasses, socks, tights, bags, purses and other accessories

cleo, which launched in 1979, offers a similarly wide array of fashions and accessories. The specialty retailer is known for its focus on work wear for women, with a comprehensive offering of sizes and one of the largest petite selections in Canada, said the release.

Bootlegger was founded in Vancouver, British Columbia, in 1971 and has sold millions of pairs of men’s and women’s jeans and items of elevated, everyday clothing. The brand is known for its “devotion to innovation in design, fabric and washes and to providing everything that goes with jeans,” added the release.

At all three brands, points, gift cards, returns and exchanges will not be accepted starting Friday, January 17. Ricki’s Fashions store locations can be found here, cleo Fashions locations can be found here, and Bootlegger Clothing locations can be found here.

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Johnston & Murphy to Close Canadian Stores and Website
Comark to Close Cleo and Ricki’s Chains Amid Challenges

Leger Reveals Best In-Store Experiences in Canada for 2025

By

Maya Johnson

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January 21, 2025

image - 2025-01-20T211453.271 — L'Occitane flagship store at Toronto's Yorkdale Shopping Centre. Photo: Patten Studio

Leger, a leading research firm, has announced the results of its much-anticipated 2025 WOW In-Store study. These annual reports highlight Canada’s best-performing retailers in terms of customer experience and provide valuable insights into shifting consumer behaviours. The findings were revealed through webinars hosted by key leaders at Leger, including Luc Dumont, Senior Vice-President, Catherine Dawson, Senior Vice-President, and Maryse Dupuy, Director of Client Services at Leger DGTL. Santo Ligotti, Vice-President of Marketing and Membership Services at the Retail Council of Canada, also contributed.

WOW In-Store Studies: A Benchmark for Excellence

The WOW In-Store study is a unique initiative that evaluates customer experience across several performance metrics. This year’s study ranked retailers in Ontario, Western Canada, and Quebec, based on comprehensive surveys conducted with thousands of shoppers. The study examines key factors such as customer service, product availability, ambiance, and overall satisfaction.

Key Findings: Ontario’s Best In-Store Retailers

In Ontario, over 11,000 respondents evaluated 166 retailers across 21 sectors. Retailers that scored above 90 were included in the top rankings, showcasing excellence in customer satisfaction.

Ontario’s Top Retailers:

L’Occitane en Provence (95.8)
Lee Valley (95.4)
Ren’s Pets (95.3)
DavidsTEA (95.2)
Global Pet Foods (95.1)
Lush (95.0)
Saje Natural Wellness (94.7)
Rx Pharma Choice (94.6)
Lindt Chocolates (94.1)
Long & McQuade Musical Instruments (94.0)

Customer preferences in Ontario highlight the importance of immediate product availability, with 29% of shoppers choosing in-store retail for this reason. Another 23% are drawn to stores for exclusive in-store offers, emphasizing the value of unique promotions. However, 36% of respondents stated that free delivery often makes online shopping a more attractive option. These findings underscore the need for Ontario retailers to strike a balance between convenience and exclusivity to attract and retain customers.

Shopping centres also remain a crucial part of the retail experience, with 77% of Ontarians visiting a mall in the past six months. The CF Toronto Eaton Centre stands out as the most popular, attracting 15% of all shoppers surveyed. Its central location, diverse retail offerings, and vibrant ambiance make it a magnet for both locals and tourists. Factors like ambiance, store variety, and branding play significant roles in shopper satisfaction, with ambiance being particularly valued at 13.4% of responses.

CF Toronto Eaton Centre (Image: Dustin Fuhs)

Western Canada: Rising Stars in Retail

Leger surveyed over 6,500 respondents from Alberta, British Columbia, Saskatchewan, and Manitoba to rank 76 retailers across 11 sectors. The results revealed strong customer satisfaction among regional favourites.

Western Canada’s Top Retailers:

Saje Natural Wellness (96.0)
Everything Wine (93.2)
Guardian (93.0)
Lindt (92.2)
Home Alive Pets (92.1)
Wine and Beyond (90.0)
The Medicine Shoppe (90.0)

Western Canadian shoppers prioritize quality, regional availability, and personalized service. For example, Saje Natural Wellness consistently earns high marks for its commitment to holistic health and attentive customer service. Other retailers, like Everything Wine, appeal to niche markets with specialized product offerings and knowledgeable staff.

Shopping centres in this region serve as vibrant community hubs, blending retail with dining and entertainment options. West Edmonton Mall remains a standout destination, drawing millions of visitors annually with its expansive retail offerings and unique attractions, such as its indoor water park and amusement park. These centres thrive by fostering immersive and memorable experiences, which are increasingly crucial in today’s competitive retail landscape.

SAJE NATURAL WELLNESS AT YORKDALE (PHOTO: CRAIG PATTERSON)

Quebec: A Unique Retail Landscape

In Quebec, Leger surveyed over 16,000 respondents to evaluate 242 retailers across 26 sectors. The province’s top performers reflect a blend of local charm and global appeal.

Quebec’s Top Retailers:

Long & McQuade Musical Instruments (97.5)
Lindt Chocolates (96.7)
Yves Rocher (96.1)
Nespresso (95.2)
Camellia Sinensis (95.0)
Mia Bijoux (94.7)
Claire France (94.5)
Tite Frette (93.3)
Imaginaire (93.2)
DavidsTEA (90.2)

For Quebec shoppers, immediate product availability remains the leading reason to shop in-store, with 33% of respondents highlighting this as their primary motivation. Exclusive in-store promotions also resonate strongly, cited by 23% of shoppers. CF Carrefour Laval emerges as the province’s premier shopping destination, attracting 16% of Quebecers. Renowned for its upscale ambiance and extensive retailer mix, Carrefour Laval exemplifies how strategic branding and design can enhance the shopping experience.

Shopping centres in Quebec continue to play an integral role in retail, blending leisure and shopping in a way that appeals to a broad audience. Factors such as ambiance, which 13.9% of respondents rated as important, and store variety (13.7%) significantly influence customer satisfaction. These findings highlight the importance of maintaining an inviting and diverse retail environment to meet consumer expectations.

A Long & McQuade store. Photo: Long & McQuade

Shifting Preferences: In-Store vs. Online

Across all regions, the studies highlight a continued preference for in-store shopping driven by immediate availability and the tactile experience of examining products. However, convenience and free delivery make online shopping a compelling alternative for many Canadians. Nationwide, shoppers are increasingly drawn to exclusive in-store deals and the opportunity to discover new products. This dual preference signals that retailers must balance physical and digital strategies to remain competitive.

Shopping centres, serving as community hubs, continue to attract diverse demographics by offering more than just retail. These spaces often integrate dining, entertainment, and cultural experiences to enhance their appeal. As customer expectations evolve, the importance of ambiance and branding grows, encouraging retailers and mall operators to innovate continually.

The Role of the WOW Study in Canadian Retail

Leger’s WOW studies provide critical insights for retailers aiming to improve their customer experience. By identifying strengths and areas for improvement, businesses can better meet consumer demands and stand out in a competitive market. These rankings are not only a benchmark for excellence but also a roadmap for retailers seeking to align with consumer preferences.

More from Retail Insider:

Gem Studio Opens 1st Canadian Location at The Well in Toronto

By

Craig Patterson

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January 21, 2025

IMG_0027 (1) — Gem Studio at The Well in Toronto. Photo: Craig Patterson

Gem Studio, a U.S.-based experiential jewelry retailer, has officially entered the Canadian market with the opening of its first store in Toronto. The new retail space, encompassing approximately 1,600 square feet, is situated at The Well in downtown Toronto.

The expansion into Canada marks an important milestone for Gem Studio, which currently operates ten locations across the United States, including five in Utah, two in Hawaii, and others in Idaho, Arizona, and Tennessee. The Toronto store is the brand’s first international venture, aiming to bring its unique blend of jewelry crafting and community engagement to a new audience.

Adam Corrin, co-founder of Founder Brands, the franchise owner of Gem Studio in Canada, expressed enthusiasm about the launch: “We’re very excited. It’s the first location in Canada. It’s been a phenomenal location for us. The early feedback has been very positive.”

The Gem Studio Experience

Gem Studio offers a distinctive retail experience by allowing customers to design and create their own custom jewelry pieces. The process involves selecting from a wide array of semi-precious gems and working alongside trained silversmiths to craft rings, bracelets, earrings, pendants, bolo ties, pet collars, keychains, and cufflinks. The workshops are designed to be interactive and educational, providing patrons with hands-on experience in silversmithing.

Corrin highlighted the appeal of this model: “As we look at the landscape today of how people are spending their time and energy, experiential retail is having a real moment and it’s going to have a lot of staying power.”

Participants typically spend 90 minutes to two hours in the workshop, which provides them with a unique piece of jewelry and the satisfaction of having created it themselves. This hands-on approach sets Gem Studio apart from traditional jewelry retailers, making the experience memorable and personal.

An employee at Gem Studio in Toronto using a grinder to finish a piece of jewellery. Photo: Craig Patterson

Jewellery making at Gem Studio. Photo: Gem Studio

A Mission Rooted in Compassion

The origins of Gem Studio are deeply intertwined with a mission of giving back. Founded by husband and wife Matt and Lauren James, the concept was inspired by Matt’s experiences in Uganda, where he aimed to support local communities by building schools and kitchens. To fund these initiatives, Matt began creating and selling jewelry, which eventually led to the establishment of Gem Studio.

A portion of all profits continues to support their Ugandan orphanage, reflecting the brand’s commitment to social responsibility.

Permanent jewellery signage at Gem Studio in Toronto. Photo: Craig Patterson

Permanent Jewelry’s Growing Popularity

One of Gem Studio’s standout offerings is its permanent jewelry, which has gained popularity for its durability and sentimentality. These custom-fit, continuous pieces—such as bracelets, anklets, necklaces, and rings—are welded directly onto the customer. This seamless design eliminates clasps, creating an enduring accessory that many customers find meaningful.

The popularity of permanent jewelry spans various occasions, including date nights, bachelorette parties, family gatherings, and corporate events. Its versatility and symbolic nature make it a unique addition to Gem Studio’s offerings.

Charm Workshops and Personal Expression

Gem Studio also offers charm workshops where customers can choose from an extensive selection of charms to design their own bracelets or necklaces. With options ranging from meaningful symbols to fun, whimsical designs, these workshops allow participants to express their individuality.

Corrin noted: “We’re seeing a growing trend of people customizing their charms not just for jewelry but for unique uses like bag chains and even lip gloss holders. It’s all about personal expression.”

Opening event at Gem Studio in Toronto, January 2025. Photo: Craig Patterson

Social media plays a significant role in Gem Studio’s success, particularly among younger consumers. Many customers document their journey of creating jewelry, from selecting stones to completing the final product. These posts often showcase the pride and satisfaction participants feel, helping to spread awareness of the brand organically.

“We’ve watched firsthand as customers share their experience from start to finish on platforms like Instagram and TikTok,” Corrin said. “It’s incredible to see how much pride people have in their creations and how willing they are to share their journey.”

This social media buzz aligns perfectly with the values of Gen Z, a generation that prioritizes experiences, creativity, and authenticity. The brand’s focus on experiential retail and personal storytelling resonates strongly with this demographic, further solidifying its appeal.

Future Expansion Plans

Following the successful launch in Toronto, Founder Brands is actively seeking franchisees to expand Gem Studio’s presence across Canada. Target markets include Vancouver, Edmonton, Calgary, and Winnipeg. The focus is on partnering with individuals who share the brand’s passion for experiential retail and community engagement.

Corrin emphasized the importance of selecting the right partners: “We want to make sure we have the right franchisees who are as passionate as we are about why we acquired the master franchise rights for Canada.”

The brand’s expansion strategy also includes targeting high-end suburban strip malls and A-level malls with captive audiences like Gen Z. “We want to meet the customer where they are,” Corrin explained. “Some malls have that perfect mix of accessibility and audience demographics.”

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