Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:26/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $22.92 for a deck chair. The item took forever to fufill and I got sick of waiting and finally cancelled. I was never credited back the money.

  Business Response

  Date: 27/09/2024

  Hello,

  I have spoken with my IT team and Canadian Tire Customer relations in regards to this order. Where the order was cancelled the customer was never actually charged for the item. They are only "charged" when the order moves into ready for pick up status. This order was cancelled before that happened. When they placed the initial order a hold would have been placed on their card. The hold would have been released when they cancelled the order. Pre authorizations on a credit card (**** or **********) would just disappear at this point. If the customer used a **** debit card though, I have been informed that it may take up to 10 business days for that credit to appear on their account. I will include my correspondence with the corporate IT team where they have ensured me the customer was never actually charged for the item:

  Store: CTR 0044
  
  Ticket Opened: 2024-09-27 10:05:32 EDT
  
  Contact: **** ******* ****************************
  
  Description: Was this online order refunded? Hi
  there I have a complaint from a customer in regards to online order #
  0000094511683. He says he has never been refunded for the product, on our end
  of the system we can see the online order was cancelled by Call centre in the
  comments. Can you confirm to me that this order has been refunded? (This case
  was created to mirror an incident ticket.)
  
  Proposed Solution: Spoke with Will on the chat, order was
  never charged as it was never in ready for pickup.
  
  Because the customer cancelled the order trough the call centre and not at store level, they will have reach them for any further inquiries into this matter. The phone number for customer relations is 1-800-387-8803.

  We do apologize for any inconvenience but this issue is beyond store level at this point.

  Thank-you.

  
  

  Customer Answer

  Date: 27/09/2024

   I am rejecting this response because: I was promised in this email that I was getting "the hold on my card dropped." Your options are to refund me the money, or I will pursue another option with my bank. I don't appreciate being brushed off and told to call some other number. Respectfully you can concede to these terms or I file a charge back. Thanks for your time and have a great day.
  

  Business Response

  Date: 27/09/2024

  Respectfully,

  As a store we have done what we can and we have been assured by the corporation on their end that the customer has never been charged for this product. I have no transaction history through my store to show that a transaction was ever completed, only that the customer placed an online order and then cancelled the same online order. The rest of this transaction happens on the corporate end, not the store end. Again I apologize for the inconvenience, but this is how these transactions happen. I didn't include the corporate number as a way to brush the customer off, but rather as a solution as they are the only ones that have access to that level of transaction detail to inform the customer whether or not they have been charged and/or refunded. I have no access to that information at the store. I highly recommend getting in contact with them as they can rectify this situation for you. 

  Thank-you.

• Initial Complaint

  Date:23/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 20 2023 a car battery was purchased from the location. Car battery was unused and attempted to return a few days later. March 23 2023. I was told that they do not do returns on batteries. I would have had no problem with that if it has been stated on the receipt. Which it did not. The receipt says clearly at the bottom "Please keep receipt for exchange or refund" on the back of the receipt it says " we **** attempt to give you a refund or exchange on every item purchased at canadian tire when you bring in your originalcl receipt" "unopened items in original packaging and returned withing 90 days **** receive a refund to original method of payment or receive an exchange" The receipt also mentions checking their website for exceptions, which I did, and automotive batteries are not listed. All I asked was for the refund that is listed as an option on the front and back of the receipt. It is not communicated on the receipt, the website, or in person that car batteries are non refundable.

  Business Response

  Date: 27/03/2023

  We are not sure as to why the customer would have been ******* a refund on the battery if the product was truly not used. Please advise the customer to bring the battery along with proof of purchase back to the store and to see myself (**** ******* - Store Manager or **** ****** - Service Manager, *** ******** - Assistant Service Manager or ****** ******* - General Manager). We **** inspect the battery and if it is brand new we **** be happy to refund the customer. If the battery has been used or installed at all in a vehicle at any point after purchase it **** be subject to the battery warranty exchange program that Canadian Tire offers. 

   

  Thank-you,

   

  **** *******

  Store Manager

  Canadian Tire Quinpool Rd.