Nice store, still at the beginning. Their service recovery strategy is completely missing.
I like upscale stores, and I like Pusateri's. I usually shop at the location is Sherway Gardens. There are perks that come with shipping at upscale grocery stores: healthy food options, food diversity, good customer service. I would say Pusateri scores a solid 4 stars at the first two categories. You can find quite a variety of foods, the prices are quite high, but it's ok if you can afford. Customer service is a different story. Everyone seems very preoccupied by something. I tried to talk to the persons on the other side of the counter... without much luck. It seems like typing the product code in the cash register required 120% of their attention. Even when they made a mistake and I had to wait around for 10 min to fix it, I couldn't see any improvement.
So it's 4 stars for the merchandise and decor, 2 stars for customer service. 3 stars in average.