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Thread: Return policy

  1. #1

    Return policy

    A few weeks ago I purchased several items from a local CT. I made it as far as the parking lot when I realized that one of the items was packaged incorrectly -- the contents of the box were not what they should have been. So I went to the return desk. The woman working the desk was the same cashier who had sold me the product not five minutes earlier, and she remembered me. I had the original receipt, the original CT money, even the original bag (not to mention the debit card I had just used to buy the item), but they insisted they needed photo ID to do a return. Nobody, including the idiot "manager" who was called, knew why they collect the information, what they do with it, or how long they keep it. Ultimately I was able to return the item without showing my driver's licence.

    Yesterday, however, I had purchased an item from a different location and went back to exchange it for a higher priced item. Once again, I was at the same store where I purchased the item, I had the original receipt, original CT money, the debit card used to purchase it, even the original bag, but they insisted on ID. The manager came and gave me what seems to be the standard nonsense about "fraud, " telling me they keep the information for 2 years and use to it see if anyone is making "too many" returns.

    Following a huge fight they ultimately refused to do the exchange without photo ID. Not wanting to give them any more of my money than I already had, I relented and provided ID, but I won't be back.

    And all this for an item costing less than $10.

    According to an article I found online, Canadian Tire customers in British Columbia and Alberta have filed complaints under the Personal Information Protection Act regarding this policy. I'm not sure when this was filed, but the date of the article is 2006. Things seem to have changed since then.

    In British Columbia, the customer filed a complaint concerning the amount of personal information requested, although Canadian Tire did provide her with a refund without receiving this information (something they generally won't do now).

    The B.C. Information and Privacy Commissioner concluded that the Canadian Tire store provided notice of the purpose for its collection of personal information through a posting at cashier stations, the written notice on the front and back of the sales receipt, through its privacy policy and through the oral notice that store employees gave to customers when the return transactions were initiated. He found that the notice was just barely adequate, as he felt that identifying the purpose "to prevent fraud" should actually be clarified further. He also concluded that the personal information being requested was necessary to conclude the transaction.

    The Commissioner objected to the fact that the personal information was retained on the computer system indefinitely -- now they state that they retain the information for two years.

    He also found that the store in some cases asked for photo identification to confirm identity but the store does not record the personal information from that identification. This no longer appears to be the case: it seems that CT is recording personal information from customers' ID, but it may not be information like driver's licence numbers (see below).

    Two Canadian Tire stores in Alberta also received complaints about their refund practices. However, these investigations focused on the collection of driver's licence numbers. The practices of the two stores varied. The Calgary store asked for name, address and telephone number, and asked the individual to confirm identity with photo identification. This personal information was retained in the store's computer system. The practice at the Sherwood Park store was to collect name, address and telephone number from the customer and then to ask for picture identification such as a driver's licence to confirm identity. However, this information was not stored in the store's system.

    Both stores agreed that simply authenticating and confirming the identity of the individual returning goods is sufficient for their loss prevention purposes. The Office of the Alberta Information and Privacy Commissioner concluded that this was a concession by the stores that collection and retention of driver's licence numbers is not necessary for the business purpose of deterring fraud. The Office concluded that the Calgary store had contravened the Personal Information Protection Act by requiring customers to consent to collection of personal information that was not necessary.

    The Calgary store agreed to stop collecting and recording drivers' licence numbers. The store agreed to record only that the name and address had been confirmed with photo ID, as well as type of photo ID reviewed by the staff, but not the driver's licence or other particulars of the ID itself.

    I have emailed CT regarding their policy and requesting my personal information be removed from their system. I doubt they will comply, but it's worth a try.

    But I'm sick of being treated like a thief by businesses trying to make money from me. I won't shop at a place that requires the provision of personal information for a simple exchange (especially when it's the store's fault!), or that doesn't trust me enough to carry a bag in their store, but expects me to happily entrust my belongings to their care.

  2. #2
    Posted by an unregistered user Guest-0018's Avatar
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    Re: Return policy

    You must have actually found the most retarded CT store ther is.

    I actually work for CT in toronto (I'm the hardware manager at one of the flagship stores). They (the staff where you went out of your way to shop) are not supposed to ask for valid photo ID unless you don't have a receipt. What we actually need for fraud prevention AND product QUALITY TRACKING is simply your name (you can even get away with lying about it and just make up a name unless we know you) an address (doesn't even have to be from this country) and a phone number (not even your whole number just the last 7 digits which in places like here (toronto) is redundant becuase we have like 5 area codes.) At my store we do not validate this info or check ID (unless you used a credit card or don't have a receipt)...

    This is supposed to be part of the "EASY RETURNS POLICY JUST KEEP YOUR RECEIPT" policy.

    Sorry you went through it and I hope you gave that stupid ass manager hell.

    Signed:
    The Hardware Manager

  3. #3
    Posted by an unregistered user Guest-0021's Avatar
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    Re: Return policy

    Why would I have to give you my phone number and address for a return and/or exchange on a cash paid item that's worth $10 or even $1000 if it's in it's original packaging?

    I've been shopping CT for a long time, +35 years, 17 at the same store. Returned, mostly exchanged a lot of items without any problems. Today I go to return a $9.99 flashlight, csr asks for phone number as per past experiences, I give it, she then asks for my name, I say it, then my address, I say ' the same one ', she says ' we don't have one on file ', I reply ' I've been shopping at this particular CT for 17 years and have never had to provide my address and don't see the reason I should do so now ', she replies ' it's to prevent fraud ', I ask her ' how exactly can you prevent fraud with storing my personal information in your database? ', she replies ' don't worry sir this is the same information as stored in the phone book '. The phone book doesn't associate all my returns and exchanges and credit card purchases with your business. As an act of good faith as a customer I give you my true phone number and expect the same good faith on your part to refund or exchange the item I purchased from you as per stated on the receipt and your refund / exchange policy.

    No where does it say that I have to give you my personal information and even if it said it I really don't see how you can legally justify this. CT is not my employer, my doctor, my government, my bank or any other entity that is legally entitled to collect selective personal information on me.

    If it's legal to collect personal information on returns / exchanges shouldn't it be simpler for you to collect it at the purchase point? Credit card, cash, CT money, gift cards, all will be asked info/ID. You'll then know exactly who purchases what, when and how many and what they return and exchange. You'll then know so much more about your customer base, which ultimately is what you are trying to accomplish by pretending it's to ' prevent fraud '.

  4. #4

    Re: Return policy

    Canadian Tire issued a memo to all stores in 2007 to stop this practice as it violated the Federal law regarding The Privacy Act. However, you can still be asked for ID when you are returning any purchase made with a credit card. None of your personal info can be recorded, it is to be used for confirmation of your identity only.

    I, personally, would never give my real name when making any return to CTC. I'm sure very few of you are aware but the return slip that is attached to the product contains all your info. This product, along with your info, is usually discarded into a dumpster which in most cases is not secured.

    There are enough things in life that invade my privacy without some dimwitted dumpster diver knowing more about what I bought or returned.

  5. #5
    Posted by an unregistered user Guest-0027's Avatar
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    Re: Return policy

    After 10 returns or so, for whatever reason, even if it is THEIR fault that you have to return it, if they put it in the system, after that number, it REFUSES to let you return any more items for that year.

    But once I went to a CT and my dad was on file under our phone number, he has a guys name its not mistakeable, and she said his name, I said yup, just to see, she entered it in no problems, never asked me for ID or anything, I was like WTF. [I'm female!!]

  6. #6
    Posted by an unregistered user Guest-0031's Avatar
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    Re: Return policy

    Jesus dude it's $10.00, just show the friggin ID and stop giving employees a hard time. They didn't make the rules, but they have to uphold them. Seems to me you were bored that day and was looking for some controversy.

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    Posted by an unregistered user Guest-0032's Avatar
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    Smile Re: Return policy

    I agree.....! It's policy , just show your ID and make the return , unless you have something to hide . Quick being a whiner.....!

  8. #8
    Posted by an unregistered user Guest-0033's Avatar
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    Re: Return policy

    The two replies above are typically Canadian weak-kneed horseshit. Canadians seem to thrive on being told what to do by big outfits. It's an "either comply with the rules or get out" type of mentality.
    There are privacy laws for a reason and Canadian Tire is not above these laws, whether it's their "policy" or not. It doesn't matter if it's for $10.00, $1000.00, or two cents.
    Yet another reason I will NEVER shop at Canadian Tire.

  9. #9
    Posted by an unregistered user Guest-0036's Avatar
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    Return policy

    People who say things like,"Do you have something to hide?" are ignorant. Showing ID is one thing, but Canadian Tire is recording and storing that information, unnecessarily. This happened to me, too, in Nov. 2008 at the Cambie @ 6th St location in Vancouver. The sales person entered info. from my driver's licence in the computer. It felt very wrong.

  10. #10
    Posted by an unregistered user Guest-0076's Avatar
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    Re: Return policy

    you are all typical canadian red neck losers who do nothing but try to look for fight wherever you go claiming that its for the good of all people or its illegal or the lamest it goes against my personal rights...give it a rest your life sucks if all you can think about is screwing over the man by revolting and not giving your ID wow You really stuck it:P.... Canadian Tire does not in fact store the information because 75% of the employees don't give a shit so they select whatever name comes up unless you appear to be supiscious or act rudely which it appears that the majority of you begin you return process as....So Fuck of and get a life if you want to really stick it to the man run for prime minister and shoot yourself!

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