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Thread: Customer service

  1. #21
    Posted by an unregistered user Guest-0007's Avatar
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    Re: Customer service

    I don't know if some of the positive reviewers here are biased because they own or work in a CT, or perhaps they live in a small city or town where CT is the only store in town. However, big city CT's -- such as in Vancouver -- are ghetto.

    1. There are hardly any floor staff to offer assistance so you have to chase one down across 5 aisles to get something out of a glass case, and then they have to find someone with a key, etc. etc.

    2. Half the cash registers are closed in the middle of the day and there's no express aisle for those of us only buying a couple of items and having to stand behind the half a dozen people buying up the store...The poster with the "windshield wiper" experience is correct.

    3. Products are strewn all over the place, not in stock, half the price labels are missing off store shelves. In one store, they routinely leave ladders and palette jacks in the middle of aisles and you have to squeeze past them! That's not only annoying and inconvenient but probably a safety violation.

    4. Many of the staff are clueless. I don't think they're incompetent; just underqualified (half of them look like they are remedial high school students from shop class), poorly trained, and understaffed.

    5. The "Canadian Tire Account Card" sales people are aggressive and irritating. No means no.

    I wish I could say this is an isolated incident but happens far too often - much more often than other warehouse stores or chain hardware stores. I only go to CT if I absolutely need to because it's just an effort in frustration.

    I agree with other negative posters. CT's bargain prices is no excuse for its terribly run business model because there are chains like Revy's, Home Depot, Wal Mart, and CostCo that do it much better. Unfortunately, sometimes you need that 3/8" socket bit and CT is just down the street.

    I've had a few instances where a CT staff person really knew their sh*t and were very helpful but then he probably got a job at Revy's and moved on.

  2. #22
    I hate CT
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    Re: Customer service

    I am so glad that Wal-Mart just opened a superstore within walking distance of the local Canadian Tire. I hope that Wal-Mart blows CT's frigging doors off. In Wal-Mart I am always find someone to assist me and if their attitude sucks, I can summon a manager who will go out of his way to please me. Not so at CT. At CT, the attitude that permeates the entire organization is, "We don't really need you as a customer, so if you don't like any aspect of the way we do business then there's the door." It's going to bite CT right on the ass.
    It's funny though that only Canadians would put up with Canadian Tire's horsesh*t. It's like we have a Stockholm syndrome whereby we can be crapped upon again and again to the point where we start to identify with the offender and actually start to defend them. There's no other way to describe the CT "groupies" out there.

  3. #23
    Posted by an unregistered user Guest-0007's Avatar
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    What's with all the checkout aisles?

    Why do some of the bigger Canadian Tire stores have 10 cash register checkout aisles when they never have more the three of them open?

  4. #24

    Re: Customer service

    Have you noticed as well that the queue at the "customer service" desk (ie - the returns section) is always longer than those at the cash desks?

  5. #25
    Member IKnowThings's Avatar
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    Re: Customer service

    yes. gee, i wonder why

  6. #26
    Posted by an unregistered user Guest-0018's Avatar
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    Re: Customer service

    Actually those free lights you see up top.... Average toronto store spends upwards of 110,000 to 150,000 a year on electricity, so with a shit economy yes they bring in less people to help you find your flovoured washer fluid (it doesn't take 20 minutes to decide between blue pink or green) And that case is locked because the average store (in toronto) loses about $300,000 worth of inventory a year to theft which is made up for once again by less staff working. Cnadian Tire is cheaper because our margins are shit, have those "decent sales" actually cost the store money to sell. Oh hey what about wage costs average toronto store has approximately 30 cashiers 15 hardware personel 12 houseware personel 10 people between sports and seasonal, 8 warehouse staff, 20 fillers, and 8 people in auto parts 9 mechanics and 5 service advisors all of whom work about 25 hours per week; never mind management costs works out to...about $27,787.50 (about 1.5 million a year) a week at base ct starting wage of $9.50/h and I don't know any mechanics that will even spit on your car for 10 bucks an hour. So when you divide those 120'ish people over 4 warehouse areas, service bays, cashes, departments, ailse cleaning after you slobs leave at the end of the day, filling up the crap you just bought, and the fact that most of the stores are open for over 12 hours a day and yes retail people are people too and do need things like breaks, lunches, maybe the occasional minute to take a fucking piss, it's no goddamn wonder you might have a little trouble finding a person in a red fucking shirt in a store with 200+ fucking aisles in it. Oh management costs... general manager $200,000p/y store manager $150,000p/y department managers x5 $50,000 to $80,000, plus department supervisors $30,000per year x5 is about a million bucks, plus the avaerage toronto store owner gets about 5 to 10 million a year..... building maintentiance etc benefits etc, etc, etc, etc... means the store spends a fucking shit load more than you can even come to grasp of just to keep the fucking doors open. shut the fuck up until you have any remote fucking clue as to what it costs to run a business.



    So maybe your thinking how does it stay afloat? volume of sales.

  7. #27
    Posted by an unregistered user Guest-0019's Avatar
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    Thumbs down Re: Customer service

    Well I am glad to see I am no the only one who has had trouble with Canadian Tire.

    I bought a BBQ 19 days ago Today it is on sale for $100 dollars cheaper. I found to ased about the store credit as most store have a 30 day policy. The Manager of this store told me I should have waited till it was at a price I was willing to pay!!!

    That was her answer!! I couldn't believe it. I am so sick of the customer service industry going down hill. This would have been grownds to be fired when I worked in Customer service.

    I called corprate office they said they have a 7 day policy but store are able to set there own according to there needs. So 4 days past the deadline and they will no budge.

    I own a landscaping business and shop there on a regualr business anywhere from 1000 - 5000 a month sometimes 10 - 30 depending on the client.

    Today I canceled my credit card, along woth 15 others I had in the business name and will never be shopping there again!!

  8. #28
    ZigZag
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    Re: Customer service

    Anyone can spout off numbers and dig for empathy about running a corporation, but the true fact that remains is... consumers don't care. If you open a retail store to the public and allow anyone to walk in off the street, you'd be a complete idiot to think that you will never run into problems dealing with customer service, shoplifting and the high overheads of operation. Sure, you are going to run into customers that are difficult, but that?s the price of running a large retail outlet.

    It's absolutely pathetic to even mention that "Canadian Tire loses money on sale items". Sale items bring customers into the store (which they inevitably get distracted) and spend money on other things. This scam is especially brilliant when the stores don't actually carry stock of the sale item, or the 2 they had in stock sold out 5 minutes after the store opened.

    Canadian Tire has the worst inventory management system I have ever seen. From their archaic computers to their poorly organized warehouses, it is no wonder that I am only able to locate a sale item once in every 5 visits. The most common line I?ve heard is: ?The computer says we have 98 in stock, but we can?t find them anywhere?. In a well run company, this normally would set off red flags galore and invoke some sort of quality assurance process. CT?s solution (and I?m sure it?s part of their staff training): ?(staff shrugs shoulders) did you check the South store?? Unbelievable.

    The quality of products now available at Canadian Tire have reached an all-time low. With the introduction of ultra-super-low quality products like JobMate, this tells the faithful patrons that ?We don?t care about the quality of our name, we care about the volumes of sales?. The sale of these ?use it once and throw it away? items should be banned, and the manufacturers fined for wasteful production. If not to save the overall frustration of both the customer and retailer, then to save the environment from landfills full of broken and faulty products.

    Better store management, staff training and improved customer service is the ultimate solution, but I don?t foresee this happening any time in the near future. Canadian Tire is losing perspective of its values, and is showing signs of spiraling into a collapse under a weight it cannot support.

    Personally, I avoid the place to save myself from an anxiety attack. There are usually other local shops that carry the same items, and I?m perfectly happy with spending an extra $2 on an item to support them.

  9. #29

    Re: Customer service

    Quote Originally Posted by ZigZag View Post
    Canadian Tire is losing perspective of its values, and is showing signs of spiraling into a collapse under a weight it cannot support.
    If only this were true.

    The fact of the matter is that in spite of the shit service, in spite of the shoddy merchandise and in spite of the likes of you and me boycotting the place, millions of Canadians still shop there.

    Why? Apathy I guess and the lack of decent competition.

    I got and still get loads of abuse over my stance with regards to my story.
    The sad truth is a lot of Canadians allow themselves to be treated in this manner time and time again and it's only a few who say "enough is enough".

  10. #30
    Member RogerRZ's Avatar
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    Re: Customer service

    Quote Originally Posted by Unregistered View Post
    Well I am glad to see I am no the only one who has had trouble with Canadian Tire.

    I bought a BBQ 19 days ago Today it is on sale for $100 dollars cheaper. I found to ased about the store credit as most store have a 30 day policy. The Manager of this store told me I should have waited till it was at a price I was willing to pay!!!

    That was her answer!! I couldn't believe it. I am so sick of the customer service industry going down hill. This would have been grownds to be fired when I worked in Customer service.

    I called corprate office they said they have a 7 day policy but store are able to set there own according to there needs. So 4 days past the deadline and they will no budge.

    I own a landscaping business and shop there on a regualr business anywhere from 1000 - 5000 a month sometimes 10 - 30 depending on the client.

    Today I canceled my credit card, along woth 15 others I had in the business name and will never be shopping there again!!
    They don't have a decent price guarantee policy, but you can return stuff you bought up to 30 days after the purchase. Just bring in your old reciept, buy a new item, and return it using the old reciept. Problem solved. I did this with a treadmill, and it worked beautifully.

    As for the cost of running a business, does our CT guy on the inside think that the staff at stores like Home Depot work for free? Get free hydro? Don't eat, sh!t or pi$$? Spare me the crying fit...

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