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Thread: Canadian Tire doesn't honor their return policy?

  1. #71

    Re: Canadian Tire doesn't honor their return policy?

    Better check the website once again wise one. As far as me making a poor buying decision, you are absolutely correct. As a customer we often make those mistakes. You should also realize that the customer makes up the most important part of this partnership with any business. The customers will continue to make bad choices, but it's the end result from the companies standpoint that determines what, and where, we continue to shop our dollars.

  2. #72

    Re: Canadian Tire doesn't honor their return policy?

    "By the way, mom and pop shops do not run the Canadian economy.....most of the one's that are left, are older baby boomers with little chance of a succession plan....not to many takers of an unsustainable business model that has to charge a premium over major retailers. The vast majority just simply won't pay it. But you already know this with your several business failures".



    I wasn't referring to the corner stores wise guy. I was referring to small to medium size businesses run by entrepreneurs.

  3. #73
    QCajax
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    Angry Re: Canadian Tire doesn't honor their return policy?

    i bought a mastercraft compressor and after using it for a few weeks I had trouble with it (it wouldn't reach shutoff pressure and kept running forever). I dug out the receipt and brought it back. CTC return department said I could get another one or upgrade to something else (mastercraft has a 3 year warranty, wow good deal).

    I picked out a Stanley compressor/nailer combo that was marked down. The next week I brought it to a house to put trim on and it worked great, a few days later I went to install a door and it wouldn't turn on. There was no visible reset or fuse so I dug up the receipt and went to CTC. After the usual 10 min wait for returns the gal at the desk said she would have to call the manager. after another 10 minutes the CTC Manager came out and said the Stanley compressors would need to be returned to the mfr.

    I went home and called Stanley service number and was told this compressor was made by another company and Stanley put their name on it and I would have to go to that third company for service. I was upset by now and the service agent said she could put me in touch with their marketing liaison person. She transfered me to someone and after a few rings I got voice-mail. I left as polite a message as I could with my call back number and hung up.

    Then I went to the Canadian tire complaints department and gave them a call. the gal there told me that the ctc store manager was wrong and should processed it as warranty return but she would check for sure. she put me on hold for a few minutes and when she came back she told me to call Stanley and get an RMA (return Material Authorization-they make sure its broken vs I am stupid and didn't forget how to turn it on) and go back to the store for warranty. I called Stanley and they said they did not do RMA's but this time she would try to help me with the issue. She said she would check into it and call me back tommorow. I cant wait, wish I drank because I know this is why people drink.

    Tomorrow I will go to Home Depot and buy a compressor from them.

    I am 100% Canadian but I will never shop at Canadian tire (many bad experiences with CTC in the past few months - 1) 24" torque wrench that literally fell apart. store was going to order parts to repair... never called me back 2)-8" bench grinder that when assembled has screws touching the stones and the light didn't work 3) two 1.5 year old garage heaters with 3 year warranty that don't work and I cant find the receipt so they wont return) or buy another Stanley product (I have 1)-Stanley Fat Max 4' level that is only level on one side-believe it or not, 2) A Stanley socket labeled as a 10 mm thats actually a 13 mm 3) now I have this nifty Stanley paperweight compressor).

    You pay a few dollars more for products at Home depot (American company) but they replace defective product on the spot. You can return anything without a receipt, 10% price match guarantee. 5% contractor rewards, etc. Wall mart another US company has a similar return policy.

    FYI I picked up an 8 inch ryobi grinder for 10 dollars more than the CTC one I returned, its so much better, metal arms vs plastic, dual lights, easy adjustment, smoother operation, etc. Husky torque wrench was same price but has lifetime replacement warranty.

  4. #74
    Active Member DavidLeR's Avatar
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    Re: Canadian Tire doesn't honor their return policy?

    Quote Originally Posted by QCajax View Post
    I picked out a Stanley compressor/nailer combo … it worked great, a few days later … it wouldn't turn on … the CTC Manager ... said the Stanley compressors would need to be returned to the mfr.
    Sorry to hear about your poor treatment by Crappy Tire. Your story is typical.

    The law in Ontario says that retailers (including Canadian Tire, of course) must provide a refund for a defective product. Nothing in the store's policy can take away this right (it even clearly says so in the legislation).

    If you want to keep trying with Stanley, send it for repairs, or get a replacement from CT, that's up to you. However, you might want to go for the refund.

    For some reliable advice, I suggest you contact the Ontario Ministry of Consumer Services at 1-800-889-9768. They provided me with lots of useful information.

    Also, if you paid by credit card, there’s a process to request a charge-back from them for the defective item.

    If you are interested, I’ve been collecting consumer-related web sites that describe all of this. Here’s my latest acquisition:
    By the London, Ontario Better Business Bureau:
    "Refunds & Exchanges - BBB News Center"

    “Regardless of a store's policy, if the goods you have purchased … are defective, you have every reason to expect the store to provide a suitable substitute or refund … The laws in Ontario require a store to make good in such cases.”

    (However, it’s not so clear from this site that the refund is your choice, not the store’s.)
    Other recent finds:
    A recent Ellen Roseman article:
    "Roseman: Working to fix products that don't"

    "I’m shocked that some people wait so long to get appliances working again. Under the law ... retailers have a duty to supply products fit for the intended purpose … If you’re stranded, go to small claims court and cite the Sale of Goods Act as an argument to get your money back."
    Plus, there are a lot more references contained in this thread:
    "Sale of Goods Act" - See post #35
    Be forewarned that a couple of people think they know more than the consumer’s rights advocates and lawyers. Although they have nothing to back them up (except the CT web site), they have been posting here claiming that this is all B.S., and that some terrible (but undefined) event will befall you. One of them confesses to being a store owner, so their motivations are suspect. Plus, how could it be worse than having a big paper-weight?

    Finally, if you want to slog through the laws for yourself, here’s a related post:
    "Sale of Goods Act" - See post #43
    I hope this is genuinely helpful to you (and that it's less than helpful to the store).

    Quote Originally Posted by QCajax View Post
    Tomorrow I will go to Home Depot and buy a compressor from them. I am 100% Canadian but I will never shop at Canadian tire (many bad experiences with CTC in the past few months)
    Good for you. I made the switch a while back, after witnessing an elderly couple being exploited over a defective pressure washer.

  5. #75

    Re: Canadian Tire doesn't honor their return policy?

    I know it's frustrating to say the least. The real dilemma with the way some companies operate, is that they don't stand behind some of their products, and they should. If you sell it and make a profit, you should stand behind it. You should have a relationship set up with your suppliers that benefits you the store, because it's you that sells their items. Stores should learn to stand behind their customers, just as the suppliers should stand behind their customers, which in this case is the retail stores.

    I'm a customer; assist me, and then deal with your supplier, as you are their customer. Pretty simple business 101. Treat your customers well, and they will return-don't, and they can always shop elsewhere.

  6. #76
    Posted by an unregistered user Angry CT Guy's Avatar
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    Re: Canadian Tire doesn't honor their return policy?

    Gizzard, it is no coincidense that all retailers have tightened their return policies over the last few years. I also notice that several brand name products have a big "STOP" sign inside the box that says if something is defective, then call the manufacturer and do not bring it back to the store purchased at. When I questioned why this is becoming more and more prevalent, I was told that 90% of defective returns, are not defective at all. When you hear stories of people getting one over on retailers, remember that we all pay for that somehow. Not sure if you know what the margins are on high ticket items, but they are usually in the single digits....most places sell these items as a service, there is no money made on them at mass retailers.....keeping expenses in line is also business 101.





    Quote Originally Posted by Gizzard1959 View Post
    I know it's frustrating to say the least. The real dilemma with the way some companies operate, is that they don't stand behind some of their products, and they should. If you sell it and make a profit, you should stand behind it. You should have a relationship set up with your suppliers that benefits you the store, because it's you that sells their items. Stores should learn to stand behind their customers, just as the suppliers should stand behind their customers, which in this case is the retail stores.

    I'm a customer; assist me, and then deal with your supplier, as you are their customer. Pretty simple business 101. Treat your customers well, and they will return-don't, and they can always shop elsewhere.

  7. #77

    Re: Canadian Tire doesn't honor their return policy?

    I will agree with certain points, but try and remember that most retailers wouldn't survive if they failed to mark-up their goods at least 50%. Most grocery stores will look for a mark-up of at least 25 points. They have to, along with other incentives and promotions. "If you want us to carry your merchandise, we have to make money".

    Most clothing retailers will mark up their merchandise at least 200 to 300 percent. Jewelers are in the same position. I purchased a snowblower from CT, which ordinarily retailed for $699.00, but because they were clearing out the overage from their grand opening, had the blowers marked to clear at $350.00. Now, we all know that this particular store wouldn't be selling those snow blowers at a loss, it wouldn't make good business sense-so how would you explain the $350.00 final ticket price?

    I used to be in the business of selling to retailers from a myriad of industries, and I can assure you they don't give their stock away, and they certainly mark it up accordingly.

  8. #78
    Posted by an unregistered user Angry CT Guy's Avatar
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    Re: Canadian Tire doesn't honor their return policy?

    Gizzard, there are many, many times that we would sell stuff at a loss at a CTC store....discontinued items, door crashers and traffic drivers. I'm sure you have heard of loss leaders....a typical mass retail store will have over 100 of these items. Typical margins at a mass retailer are in the 22-26% range...not a lot of room for rent, wages, overhead, freight, etc. If a small retailer wants to charge an extra 30% so that they can deal with the customer directly rather than have to go through manufacturers, that is their prerogative. It's their business model and if customers are willing to pay for it, so be it. Some stores make lots of money, some don't.
    I won't lie, I work at a CTC store and if you were sold a snowblower for half price, they took a nice loss on that one. Snowblowers are a loss leader for CTC at regular price.

  9. #79
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    Re: Canadian Tire doesn't honor their return policy?---VERY VERY TRUE

    It is so true. I bought a vacuum cleaner in 10-30 shopping mall CANADIAN TIRE, brossard, quebec. The vacuum was broken, not working for the carpet, even the light was not on. Next day I went back to return, I was told the same thing, NO RETURN, EXCHANGE ONLY TO VACUUM FAMILY PRODUCT!!! I regreted so much I bought it in canadian tire. NEVER BUY FROM CANADIAN TIRE!!! I will tell all people around me too. CANADIAN TIRE SUCKS!!!

  10. #80
    Posted by an unregistered user Angry CT Guy's Avatar
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    Re: Canadian Tire doesn't honor their return policy?---VERY VERY TRUE

    Quote Originally Posted by Unregistered View Post
    It is so true. I bought a vacuum cleaner in 10-30 shopping mall CANADIAN TIRE, brossard, quebec. The vacuum was broken, not working for the carpet, even the light was not on. Next day I went back to return, I was told the same thing, NO RETURN, EXCHANGE ONLY TO VACUUM FAMILY PRODUCT!!! I regreted so much I bought it in canadian tire. NEVER BUY FROM CANADIAN TIRE!!! I will tell all people around me too. CANADIAN TIRE SUCKS!!!
    Did you remember to plug it in? Just asking.

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