Here is my story, just happened less than 1hr ago.
I was planning to replace the front dampers on my car and first went to the Fairview location to inquire about renting the spring compressing tool. It was already loaned out so I tried Parts Source, theirs was out too. So I decided to call the Appleby and Upper Middle location so I don't have to drive there too. As soon as the guy at the parts countered picked the phone he placed me on hold without even asking if I'm ok with it. 26 minutes later (not a single time anyone bothered to pick the phone again and at lest let me know how much longer I had to wait) he picks it again with a really lame apology (could sense from a mile how much he cared I was on hold fot that long). So I asked if they have the tool available and after he went and checked he confirmed they had it available. I rushed to get there since they had no option to hold it for me and the first guy I talked to (not the same as the guy on the phone) very bluntly said that they can't give me the tool because it's unsafe, it has a pin broken. Hardly any apology for the trouble and no interest in really trying to help me out at all. I'm a calm guy but that really ticked me off so I told him I wasn't going to just walk out of the store just like that. I called and was on hold for nearly half an hour just to avoid an unnecessary drive to this store for nothing, the wasted time, fuel, energy, meant nothing to them. I asked to speak to the guy who put me on hold (by the way the Parts area was so dead I just couldn't imagine why someone would just place me on hold for 26 min without even checking on me once) and after checking at the back he said it was his part time guy who did it (how convenient, eh!) and again, a very tone-less apology but at least this time he offered to call the Trafalgar & Dundas location for me (who did have it available and let me borrow it when I got there later on). I left the Parts department and went to the Customer Care asking to speak to a Manager. Try to imagine how shocked I was when I saw that the guy I just talked to was the one in charge. You would expect a Manager to have a bit more knowledge about dealing with a situation like this. I told him again that I wanted to place an official complaint at which he did nothing but express "how sorry he was about all that".
I dealt with a lot of customer-facing representatives and never felt as frustrated as I feel now. This is one store you won't see me walk in anytime soon, that's for sure. Now it's time to find a way to complain about it on their own website (just for the heck of it, I doubt it would make any difference)
I was planning to replace the front dampers on my car and first went to the Fairview location to inquire about renting the spring compressing tool. It was already loaned out so I tried Parts Source, theirs was out too. So I decided to call the Appleby and Upper Middle location so I don't have to drive there too. As soon as the guy at the parts countered picked the phone he placed me on hold without even asking if I'm ok with it. 26 minutes later (not a single time anyone bothered to pick the phone again and at lest let me know how much longer I had to wait) he picks it again with a really lame apology (could sense from a mile how much he cared I was on hold fot that long). So I asked if they have the tool available and after he went and checked he confirmed they had it available. I rushed to get there since they had no option to hold it for me and the first guy I talked to (not the same as the guy on the phone) very bluntly said that they can't give me the tool because it's unsafe, it has a pin broken. Hardly any apology for the trouble and no interest in really trying to help me out at all. I'm a calm guy but that really ticked me off so I told him I wasn't going to just walk out of the store just like that. I called and was on hold for nearly half an hour just to avoid an unnecessary drive to this store for nothing, the wasted time, fuel, energy, meant nothing to them. I asked to speak to the guy who put me on hold (by the way the Parts area was so dead I just couldn't imagine why someone would just place me on hold for 26 min without even checking on me once) and after checking at the back he said it was his part time guy who did it (how convenient, eh!) and again, a very tone-less apology but at least this time he offered to call the Trafalgar & Dundas location for me (who did have it available and let me borrow it when I got there later on). I left the Parts department and went to the Customer Care asking to speak to a Manager. Try to imagine how shocked I was when I saw that the guy I just talked to was the one in charge. You would expect a Manager to have a bit more knowledge about dealing with a situation like this. I told him again that I wanted to place an official complaint at which he did nothing but express "how sorry he was about all that".
I dealt with a lot of customer-facing representatives and never felt as frustrated as I feel now. This is one store you won't see me walk in anytime soon, that's for sure. Now it's time to find a way to complain about it on their own website (just for the heck of it, I doubt it would make any difference)
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