Thread: Returning Unwanted Goods - CT Has the Worst Policies

Remember this?

Originally Posted by CTH8R

Cosmo M.: Not impressed with the Canadian Tire Store located on Westmorland Road in Saint John New Brunswick. I purchased a yardworks electric snow thrower on November 28, 2013. On today's date being December 01, (only 4 days later) I took it out of the box and set it up. We had a 5cm snowfall the previous night so I thought I would give it a try clearing my deck as that is why I purchased it. It was so sluggish and struggling with this little bit of snow I decided to stop using it in fear that I would break it. It was less than 5 minutes of use on a wooden deck. I completely cleaned it off, I used a leaf blower to dry it and then wiped it all down. I re packaged it in all its original packaging and box. You could not even tell that I took it out of the box. We then returned it to the store explaining to the store manager that it was not strong enough to do what I wanted. She promptly says sorry nothing I can do other than exchange it for another one because it was now considered used. There was no willingness to discuss it further and she just walked away leaving me out almost $200.00 for a machine that is no good to me. We asked if they could even to a partial credit or store credit, but no she just walked away. I have since emailed the Canadian Tire customer service dept to file a formal complaint. I have not yet received a response. I just want to make everyone aware of this store policy and warn everyone that in the eyes of Canadian Tire, it is buyer beware. Like I can afford to throw away $200.00 in this economy and right before Christmas. They shouldn't be allowed to use the the word "Canadian" in their name. They are not very Canadian like at all.

This was a object lesson on what "Customer Satisfaction" means.

So, how did the Red Triangle of Crap do with the clear-cut example?

Let's see:

---

Cosmo M.: Just a follow up on the response I received form Canadian Tire's supposed customer service dept. All I got back was a template form letter with it addressed to me. There was no open formal discussion or even an willingness to try to understand my position. It was not even signed by any particular individual. Oh in my letter to them I did not ask for info on their return policy I wanted to speak to upper management to file a formal complaint. STAY CLEAR OF CANADIAN TIRE!!! See below for their response........

Thank you for contacting our office regarding our Return Policy.

To return an item for exchange or refund, bring it to any Canadian Tire
store within 90 days, in its original condition and packaging, with your receipt
and issue of Canadian Tire “Money”.

Original condition generally means that the product is:

- Clean
- Complete
- Not defective
- Not used
- Not installed
- Not modified (e.g. rope cut to length, paint that has been mixed)

Returns without the original receipt or packaging will be accepted at Canadian Tire’s discretion. If a product is defective, the manufacturer’s warranty will apply. Credit to the original method of payment or a store credit will be provided as required. Some exceptions may apply. Your name, residence address and phone number will be required. This information is collected, used and retained to help prevent fraud, and may only be disclosed within Canadian Tire. Valid photo ID may be required to confirm this information.

Exceptions include:
• Items limited to return within 30 days: all electronics
• Items which may only be returned if they are unopened: ink cartridges, media, and memory cards

Gift Cards purchases are final:
Gift Cards are not returnable and non-refundable.

We apologize we are unable to honour your request.

We thank you for providing us with the opportunity to respond.

Corporate Customer Relations
Canadian Tire Corporation Limited
1-800-387-8803

That's a very good point.

There's a big difference between "I just changed my mind." verses "It doesn't work as advertised".

So, it would depend on how they represented the product.

If the customer described their needs and the store recommended this product, then clearly the store is responsible for their mistake.

(Although CT could plausibly deny everything.)

If the customer went by what the box says, and it didn't do the job, again the store is responsible.

For instance the box says "removes up to x inches of wet snow" vs. just "can remove up to x inches of light powdery snow".

But often these products are vague: "removes snow" or "light duty" vs "heavy duty".

Something to consider:

"In Internet slang, a troll (/ˈtroʊl/, /ˈtrɒl/) is a person who sows discord on the Internet by starting arguments or upsetting people, by posting inflammatory, extraneous, or off-topic messages in an online community (such as a forum, chat room, or blog), either accidentally or with the deliberate intent of provoking readers into an emotional response or of otherwise disrupting normal on-topic discussion."

It's best not to "feed" a Troll by responding to their nonsense.