Complaints

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• Initial Complaint

  Date:10/05/2023

  Type:Sales and Advertising 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 April 18 2023 I went to this store with two family members to explore the purchase of a bike.
  

  1) Despite we requested assistance from an agent, we never got it.
  Unsure if the bike I was selecting was the right one for me, we took it to the cash to inquire about refund policy.
  

  2) Once at the cashier, I told her we couldn't find any agent to assist us. She said there was no one in the department today. I asked her the refund policy for the bike, as there was not testing space and I was not sure if the bike was good. She said I could return it as long as I return it within 90 days and with the original receipt. My family members witnessed this information. Therefore I purchased the bike for $316.39
  I waited for the weather to allow me to test it and I do it on Saturday May 6 2023. The bike was too small and the changing gear device was not working properly.
  

  3) I took it to the store immediately to obtain the refund. Once there they told me the bike was final sale. I spoke to the supervisor who after some back and forth offered only a store credit. While there and by his presence I called customer care. They took all my information and promised someone would follow up with me. They knew I was getting a Canadian Tire card credit but they also knew I didn't have intention to utilize it as my interest was my refund. The only way to leave the store without the bike was to agree with this card.
  

  4) on May 10 2023 I called Canadian Tire customer care, I spoke to Cathy, the supervisor, and she said my file was closed as the store issued a credit. I asked Cathy if I could write to someone in the customer relations about my experience and she provided a general email for customer service and added that my case was not going any further.

  Business Response

  Date: 10/05/2023

  Decision stands - Customer provided refund card as exception - card must be used in store within 1 year. Corporation supports store decision.

  Customer Answer

  Date: 10/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I think it is ********** ** ******* to give a customer false information. Or that you are not upholding this information given. In the government of Canada website, it states clearly that "before you buy an item, learn about the seller's refund policy". As a client I proceeded with the purchase from the trusting on the information that was given to me from the Canadian Tire cash-customer service check out. Should I have received the information that you are providing now (bikes are final sale) I wouldn't have proceed with any purchase and consequently you have never received my funds. Please know that this is why my request for a refund is more than reasonable.

  I have been told by the store manager, and by customer care corporation that your in store credit given to me, is both, an exception and  an example of how you extend a courtesy.

  At the store, the only way to leave without the bike, was to take your in store card credit. I was not given the right information one more time when I was told an associate will follow up. No one did. The file was closed without my acknowledgement.

  It is extremely sad I trusted what your employee informed and that you are not endorsing it.

  Within one year I have nothing to buy at your store. And the only option that I personally have is to give that card away to someone as gift.

  I am left without funds to purchase a bike - I know now, I won't find it in your store.

  I am also sorry that you continuously see your action as an exceptional courtesy **** * **** **** * *** *******. I am also sorry that Customer Care is only there to support you (as you well say) and not to feel empathy for customers.

  I left you there a new bike, only tested in my block. With all the display signs and manuals intact.

  Thank you.

  
  Sincerely,
  
  
  
  ****** *****