My Not-so-Canadian Shopping Experience at CanadianTire
Photos of the receipt (external link):
http://www.fototime.com/users/superalum ... %20Screwup
Report as submitted:
I am writing to you with regards to a recent shopping experience at two of your Durham stores.
On Saturday February 19, 2011, I went to the Ajax store to shop for a Dorel Wooden Futon that was on sale. There was one box on the floor that was ripped, plastic straps were loose. I asked the staff if there was another one available. Staff scanned the ripped box and replied this was the last one. She suggested that she would check in the back to see if there was another one. She came back and replied this ripped box was really the last.
Meanwhile, a family also came to the spot while I was deciding and they asked about the futon. They spoke to the manager and it was over PA that they needed assistance down this aisle. A few minutes later, the family disappeared from the spot. The staff walked by, and I asked her if I could get a raincheck on this futon since this last ripped futon had been purchased. The staff replied there was actually a new one in the back they just took, so still leaving this same ripped box for me and she would not issue a raincheck until this one was sold. She was the same person who checked in the back and said there was none other available for me. She checked the system, it turned out Pickering got nine. I wasn't angry with her and decided to try my luck in Pickering.
It took me 10 minutes drive from the Ajax location. There were indeed more boxes on the floor this time. I spoke to one of the staff named Vince and told him I would buy it now and pick it up on Sunday. He said he would put my receipt on the box so that no one would take it. I went to the cashier, the cashier charged my visa, by mistake she printed the receipt on the pick-up notice. She called the manager-on-duty, Marie, to oversee the issue. Marie said there were two options: either she voided the purchase and charged me again, which would hurt my credit line because it would take 3 days to clear the previous purchase, OR use the same notice tomorrow to pick it up. I asked her if it was a legitimate receipt, she wrote on it and signed. Before I left the store, I reminded Vince to put the yellow receipt on the box so that it would not be sold to someone else. Vince said he was going to do it.
On Sunday February 20, I returned with a friend who would help me to load the futon. We spent the next 45 minutes in the store waiting, seeing other buyers happily depart with the futons they either previously put on hold or even purchased off the floor. It ended up my futon disappeared along with the yellow receipt. My friend had his GMC truck ready for almost an hour, and we were both standing at the exit waiting for nothing. The manager Marie decided to go on a break, and the manager-on-duty Maria had no idea who I was and brushed the issue off bluntly. Finally, a staff was so kind and gave us a futon that was already put on hold for someone else. By the end of this turmoil, my yellow receipt that had my information on it and the futon I paid for were nowhere to be found, and I still ended up without a legitimate receipt for warranty.
Let us summarize these problems:
1. At the Ajax location, I was told that the floor unit that was in an unsavory condition was the last one while another family came after me took a brand new one from the back
2. At the Pickering location, my receipt was voided because of a mistake your cashier made and I was never given a legitimate white receipt for that mistake
3. Also at the Pickering location, my friend and I spent 45 minutes waiting for the pick-up but it was discovered that both my futon and yellow receipt had been lost
Now as bizarre as this story goes, I want to remind you that, as a minority of the Asian race, I have a feeling that all these problems were either handled incorrectly, neglected, or originated from a corporate attitude that encourages racial prejudice. I speak perfect English and my friend is Caucasian so there was no language-related issues. The cashier who screwed up my receipt never offered an apology, neither did the manager herself who indeed offered me options like it was my fault. Also, why my purchase would be lost and other buyers who put on hold ended up leaving with their futons was way too bizarre to understand. I understand that this sale item is popular, but it cannot hide the facts that I was screwed around from location to location, wasted my time and my friend's time on what would be an otherwise easy and enjoyable purchase for your intended buyers.
Canadian Tire has spent thousands of dollars on advertising and building up the good corporate image for Asian Canadians. This case told me the opposite. As a senior member of an online shopping community, it is within my rights and responsibility to alert other members of Canadian Tire's poor judgment and handling of the issues, alleged prejudicing attitude toward the Asian group, and I will post this letter online along with my so-called receipt so that the entire shopping community will be the judge.
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