All in the family: Ottawa’s Natural Food Pantry has continued to grow with its community for over four decades
By Gail Johnson
Tucked into neighbourhoods across Ottawa, Natural Food Pantry has spent more than four decades quietly shaping how the city shops, eats, and thinks about wellness. What began in 1981 as a family-run shop has grown into a five-location destination for everything from organic groceries to specialized supplements, without losing the personal touch that defines its roots.
Founded by Roger Payant, the store was built on a simple but forward-thinking idea that food and lifestyle choices play a powerful role in overall health. Long before wellness became a buzzword, Natural Food Pantry was introducing customers to concepts like whole foods, alternative remedies, and environmentally conscious living.
That original ethos still shapes the business. As current owner Rick Payant explains, “Treating both staff and customers like family remains at the core of everything we do. Staying true to that principle has always been important.” He also carries forward his uncle’s measured approach to growth, noting that “my uncle was also very thoughtful and conservative in his approach to business, and I’ve carried that mindset forward to a certain extent as well.”
After joining the company in 1991 as franchisee, Rick took over operations in 2006; since then, he has been focused on expanding without compromising on the brand’s identity. “My vision has always been to grow the business by expanding into more locations, with slightly larger footprints and a broader range of products, while maintaining that small business, family feel,” he says. “I’ve been fortunate to achieve that, largely thanks to the incredible staff I’ve worked with over the years, many of whom are still with us today.”
Step inside any of its Ottawa locations—Billings Bridge, Barrhaven, Orléans, Kanata, and Westboro—and the scope is immediately clear. Shelves are stocked with gluten-free staples, organic produce and meats, sports nutrition products, vitamins and supplements, bulk goods, herbs, homeopathic remedies, and eco-friendly household items.
That mix has evolved alongside changing consumer expectations. “We’re always open to trying new things—some have worked, and some haven’t,” says Rick. “For example, when we opened a new store in 2017, we introduced a kitchen and coffee bar. It performed well initially, but the pandemic ultimately led us to close it permanently after several attempts to relaunch.” What has endured, he adds, is a focus on core offerings: “What has proven most successful is continuing to expand our product lines and introducing small produce departments in each store.”
But what sets Natural Food Pantry apart isn’t just what’s on the shelves; it’s the guidance that comes with it. At a time when wellness information can feel overwhelming or contradictory, the store emphasizes education as much as retail. Knowledgeable staff and in-store nutrition experts are available to answer questions, demystify ingredients, and help customers navigate their options with confidence.
“Education plays a major role in our business,” Rick says. “We actively encourage staff to participate in vendor training, and we have a dedicated team member who focuses on coordinating seminars, webinars, and workshops.” It’s also something that’s close to his heart, Rick adds: “It’s something I’ve always valued personally. I completed my diploma from the Canadian School of Natural Nutrition in 2000, and we continue to prioritize it as a key part of how we support our customers.”
That commitment is rooted in the company’s mission: to give people the tools they need to take their health into their own hands. It’s an approach that recognizes wellness as deeply personal. For some, that might mean finding the right supplement to support energy levels; for others, it could be transitioning to cleaner personal care products, or exploring plant-based eating.
Behind the scenes, maintaining quality across a wide and growing inventory comes down to a sense of collaboration. “It’s truly a team effort,” Rick says. “We’re fortunate to work in an industry that attracts passionate people who genuinely care about the products and the well-being of our customers. As a team, we’re constantly learning, asking questions, and holding our vendors to a high standard.”
Over the years, that philosophy has helped build a loyal community. Many shoppers have been coming in for decades, while new generations are discovering the store as interest in natural health continues to grow. Maintaining that connection across multiple locations takes intention.
“It’s definitely a challenge,” Rick admits. “A lot of it comes down to my relationship with the teams in each store. They’re the ones interacting with customers every day, so it’s important that they know me and understand our values.”
It also reflects a broader cultural shift. Consumers today are more curious about what goes into their bodies and homes, and more motivated to align their purchases with their values. Natural Food Pantry has evolved alongside that shift, particularly when it comes to sustainability.
“We’ve always tried to be mindful of sustainability, but it’s become even more important in recent years,” Rick notes. “We’re continuing to bring in products that align with those values, whether it’s cleaner ingredients, better sourcing, or more environmentally responsible packaging.”
Despite its growth, the business remains grounded in its family origins. That sense of continuity is felt not only in its leadership but in its day-to-day operations—where relationships, not transactions, are at the heart of the experience.
As for the future, Rick is focused on thoughtful, values-driven growth. “Looking ahead, it’s about continuing to grow in a thoughtful and sustainable way,” he says. “That could mean new locations, but only if it makes sense and we can maintain the culture we’ve built.” Ultimately, success is defined simply: “making sure our stores remain places where customers feel comfortable, supported, and confident in what they’re buying—and where our staff feel valued and proud to work.”
Through the years, the business hasn’t lost sight of what matters most. “At the end of the day, we’re still a family business at heart,” Rick says. “We genuinely care about our customers and our community, and we’re grateful for the support we’ve received over the past 45 years. That’s what’s allowed us to keep growing while staying true to who we are.”