After many many retweets and Facebook shares, Canadian Tire head office contacted me and provided valuable insight. They even contacted the General Manager at the Kelsey Drive store to help sort things out on my behalf. I then contacted the General Manager and came to an agreement that they would offer a full refund for the defective product.
It sounds great so far doesn't it? Well it didn't come easy even after we reached an agreement.
As it turns out, Canadian Tire customer service are determined to provide the worst customer service ever. I visited the store at the agreed time and asked for the on duty manager that the General Manager advised would be made aware of the refund. The customer service representative proceeded to lecture me that there were no refunds for Christmas items. I reminded the rep that the General Manager approved this and once she spoke with the on duty manager all would be sorted. As the customer service rep dialed the on duty manager, she continued to tell me that under no circumstance are there refunds for Christmas items. Once the on duty manager got on the line, the customer service rep realized I wasn't kidding and processed the refund.
At no point did they say Sorry for the inconvenience or any notion of an acknowledgement of error.
I'm pleased that there was a refund for the defective product but very very very disappointed in Canadian Tire's customer service.
Sincerely,
Jason Janes
Subject: Canadian Tire Kelsey Drive, St. John's, NL has the Worst Customer Service
Canadian Tire Kelsey Drive, St. John's, NL has the Worst Customer Service
It's not a surprise that Canadian Tire is rated as one of the worst 3 for customer service in Canada by CBC's Market Place. There recent episode does a great job of breaking it all down. I've shared the link below.
I recently purchased a Christmas tree from Canadian Tire on Kelsey Drive in St. John's that was defective. When I tried to return it they said the product was opened and therefore it could not be returned. I tried to reason that I had to open and assemble the tree to determine that it did not function properly but the manager would have no part in the discussion and he said "you bought so it's now your problem". I tried to negotiate a store credit in lieu of a refund but again the store manager said "absolutely not, you bought it so it's now your problem".
To make matters worse, I purchased a more expensive tree called a smart tree that claims to work even if bulbs are missing, loose, or burnt out. Well it wasn't that smart as some sets of lights just don't work.
I'm very disappointed with Canadian Tire as they do not stand behind their products and they do not offer any quality level of customer service what so ever. In my opinion the store manager was very rude and is in desperate need of training.
The matter isn't closed yet as I will be increasing the pressure where possible and would appreciate your assistance by sharing on Facebook and Twitter.
http://www.cbc.ca/marketplace/2012/canadasworstcustomerservice/
Sincerely,
Jason Janes
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