Shoppers Drug Mart’s rules on returns leave customers scrambling

I really don't see any adverse publicity based on those customer anecdotes. For the lady trying to return a curling iron, the SDM return policy does exclude earrings, pillows, breast pumps, mattresses, cushions, (and "other exclusions may apply") etc. so it wouldn't be too far an assumption that a hair curler may also be excluded for basic hygienic reasons.

As for the elderly couple with with their tv sound & sync issues, I would think that would most likely be a set-up and installation issue than an actual defect. And if there was a real defect, they still had a full 30 days to return or exchange it, but didn't take advantage of that. Sorry, but if I was experiencing a problem on a new tv, I'd contact the manufacturer immediately and if things weren't resolved within a week, I'd return it. Fact that this has been bouncing around since October tells me there's something more the couple/columnist hasn't told us. The company sent emails (eventually to the right address), so what was the content of those emails?

Interesting

But I always thought of the Electronics Dept at Shoppers as something temporary / seasonal... more so since they were bought out by Loblaws Group... considering that many stores in the Loblaws Group closed down their NICE BIG Electronics seperate sections about 4 or 5 years ago.

We are at the spot in our life, where we are not in need of any more TVs... unless one dies. Other Electronic gizmos ... rarely.

What we do have an infinity for is Camera equipment, gadgets, and supplies (SD Cards), hopefully SDM will continue along with that sort of thing for some time... as historically Drugstores & Photography have always gone together.

ADD / EDIT

Examples given in article:

1- Expired GC - SDM in the wrong for selling it

2- Curling Iron - Sounds opened but unused, SDM should indeed take it back

3- Out of sync Tv - Sounds like a Manufactured issue... SDM dropped the ball, cause they had poor email protocol... even the Journalist had a hard time discovering that the Email for Media Relations that she had was no longer valid (she finally gave up on SDM, and dealt with Loblaws Group). Couple had a year’s warranty... even though they bought the Tv in October, they have essentially WASTED 6 months in NO MANS LAND OF DEAD EMAILS ** Definitely owed a return.

** SDM is an email mess since being taken over by Loblaws. Especially so since the announcement of the PCO Program / Merger. I have found on several occasions there is no solution / way to correspond or get info via their website.
Example: The SDM Newsletter / Personal Emails for sales & Offers is FABULOUS... but there does not seem to be a way for new sign ups... just ways for those already signed up to cancel. This needs to be fixed / more user friendly. Especially in light of the PCO Merger... where folks are saying they don’t receive enough info about SDM... the Newsletter / Emails is chocked full of great info... and their Customers are missing out. But with no way for new sign ups... SDM is missing the boat entirely on keeping Long time Customers, and attracting new ones through the PCO Program

PointsHubby wrote: ↑
2- Curling Iron - Sounds opened but unused, SDM should indeed take it back

It was actually unopened according to the article:

Jennifer Abraham bought a $45 curling iron for her daughter and brought it back a week later (it was the wrong size). She had a receipt and unopened package, but the cashier insisted there were no returns on electronics.

akira1971 wrote: ↑ I really don't see any adverse publicity based on those customer anecdotes. For the lady trying to return a curling iron, the SDM return policy does exclude earrings, pillows, breast pumps, mattresses, cushions, (and "other exclusions may apply") etc. so it wouldn't be too far an assumption that a hair curler may also be excluded for basic hygienic reasons.

As for the elderly couple with with their tv sound & sync issues, I would think that would most likely be a set-up and installation issue than an actual defect. And if there was a real defect, they still had a full 30 days to return or exchange it, but didn't take advantage of that. Sorry, but if I was experiencing a problem on a new tv, I'd contact the manufacturer immediately and if things weren't resolved within a week, I'd return it. Fact that this has been bouncing around since October tells me there's something more the couple/columnist hasn't told us. The company sent emails (eventually to the right address), so what was the content of those emails?

The curling iron was unopened - so there was no hygienic reason"

And the TV was a basic TV with built in speakers - how can that possibly be a "set-up and installation issue"?

krs wrote: ↑The curling iron was unopened - so there was no hygienic reason"

Doesn't matter if it was unopened. Looks like SDM's policy on all those hygienic product items I listed are excluded from returns on an absolute basis.

krs wrote: ↑And the TV was a basic TV with built in speakers - how can that possibly be a "set-up and installation issue"?

I can easily think of a few off the top of my head. Accidentally having it on "Game Mode" will likely cause sync issues. Using the wrong cables, like plugging old RCA cables instead of the shielded digital coax cables will cause sound problems. Plus, we're talking about a $350 television set here so sound quality is probably poor to start off with.

And as I said, the couple/columnist has several emails from the manufacturing company. It may very well be a defect issue, but I find highly suspicious that they haven't disclosed what the content of those emails were. Were they denying it? Or were they asking the couple to perform some basic troubleshooting?

akira1971 wrote: ↑ Doesn't matter if it was unopened. Looks like SDM's policy on all those hygienic product items I listed are excluded from returns on an absolute basis.

The linked article says, "Returns are given only if a product is returned in the original sealed box in a saleable condition with a receipt and within 30 days of purchase." I took that as independent of "Shoppers’ return policy says “electronics” are excluded with limited exceptions." If the two were linked it would make no sense at all. Someone buys a [Christmas?] present. The recipient already has the item or they need a different size. If they couldn't return the sealed, unopened item as a matter of published policy then this would be a widely know issue and SDM would be losing a lot of business as a result. What's more, another SDM store did take the curling iron back. So it seems to be some store employee making up rules to a policy they don't understand.

bylo wrote: ↑The linked article says, "Returns are given only if a product is returned in the original sealed box in a saleable condition with a receipt and within 30 days of purchase." I took that as independent of "Shoppers’ return policy says “electronics” are excluded with limited exceptions." If the two were linked it would make no sense at all. Someone buys a [Christmas?] present. The recipient already has the item or they need a different size. If they couldn't return the sealed, unopened item as a matter of published policy then this would be a widely know issue and SDM would be losing a lot of business as a result. What's more, another SDM store did take the curling iron back. So it seems to be some store employee making up rules to a policy they don't understand.

While the curling iron is electrical, I would not qualify it as being an electronic (ie circuits with processing capabilities). We only have the customer's version of the events insisting the CSR said "no returns on electronics." Looking at SDM's return policy page, common sense would say that this falls completely under the "Return Exclusions" where other hygienic products are also excluded for obvious reasons.

Whether another store accepted the return is irrelevant. We all know isolated "special cases" to written policy can be made at the discretion of the store manager at any time. The question is, did the first store have the right to refuse the return? My reading and interpretation of the "Return Exclusions" says they did on hygienic grounds.

Many other stores other than SDM also have absolute return restrictions on hygienic products. And they all calculated the "lost business" factor on crafting their policy and figured it's better to err on the side of customer safety.

akira1971 wrote: ↑While the curling iron is electrical, I would not qualify it as being an electronic (ie circuits with processing capabilities).

We agree. Hence SDM's "Returns are given only if a product is returned in the original sealed box in a saleable condition with a receipt and within 30 days of purchase." applies.

The question is, did the first store have the right to refuse the return? My reading and interpretation of the "Return Exclusions" says they did on hygienic grounds.

You're entitled to your reading and interpretation. I'm entitled to mine. Even if the curling iron is considered a hygienic product, note SDM's policy on needles, "A refund will be offered only on unopened original package, with a receipt and within the 30 day return period from original date of purchase." So if something like needles can be returned if unopened then surely a curling iron can. Hence the customer's plea to Ellen Roseman and her column about this.

Many other stores other than SDM also have absolute return restrictions on hygienic products.

If there are so many, then surely you can list a few, especially large, national brands like pharmacies, department stores, electric/electronic stores, etc. But before you start typing, remember the criteria includes "only on unopened original package, with a receipt and within 30 days." I have little doubt that many stores deny returns on hygienic products when the package has been opened or the customer has no receipt, etc.

akira1971 wrote: ↑ I can easily think of a few off the top of my head. Accidentally having it on "Game Mode" will likely cause sync issues. Using the wrong cables, like plugging old RCA cables instead of the shielded digital coax cables will cause sound problems. Plus, we're talking about a $350 television set here so sound quality is probably poor to start off with.

Well, you're right on the last one.

But "Game Mode". if the TV had that feature, would improve lip sync issues not make them worde and exactly which cables are you talking about that will cause sound problems?
RCA cables and Coax cables are not interchangeable, they use totlly different connectors.

krs wrote: ↑if the TV had that feature, would improve lip sync issues not make them worde and exactly which cables are you talking about that will cause sound problems?
RCA cables and Coax cables are not interchangeable, they use totlly different connectors.

If the couple's problem was experiencing a sound lag, "Game Mode" would certainly be the culprit to lip sync issues as it bypassed video processing for faster video response.

As for wrong cable issues, the old red/white RCA cables have the same connector as a digital coaxial cable. In fact, some people have used the RCA audio cable for temporary short digital cable runs without issue. But realistically, the old cables are not designed for 75 ohms and being not shielded, it will be affected by interference and experience audio dropouts from signal loss.

bylo wrote: ↑ We agree. Hence SDM's "Returns are given only if a product is returned in the original sealed box in a saleable condition with a receipt and within 30 days of purchase." applies.

You're entitled to your reading and interpretation. I'm entitled to mine. Even if the curling iron is considered a hygienic product, note SDM's policy on needles, "A refund will be offered only on unopened original package, with a receipt and within the 30 day return period from original date of purchase." So if something like needles can be returned if unopened then surely a curling iron can. Hence the customer's plea to Ellen Roseman and her column about this.

If there are so many, then surely you can list a few, especially large, national brands like pharmacies, department stores, electric/electronic stores, etc. But before you start typing, remember the criteria includes "only on unopened original package, with a receipt and within 30 days." I have little doubt that many stores deny returns on hygienic products when the package has been opened or the customer has no receipt, etc.

Sorry, but we might not be talking about the same thing. When they say "Return Exclusions", I think it's a 'Final Sale' situation - ie absolutely no refunds, regardless of open/unopen box or receipt or at any time, period.

As for their policy on needles, given the nature of those items and greater liability, I would expect them to be in specially sealed TAMPERPROOF packaging that can visually verified by customers/employees, A curling iron at most would have a plastic packaging in a cardboard box, MAYBE with tape on the ends. Easy for a customer to open and reseal like other boxed items.

As for examples of "absolute no return/final sale" policies, I know for sure that SportChek does not accept returns for mouthguards even when new & unopened. Walmart does not accept any returns on undergarments and swimwear. Holt Renfrew does not accept any returns on cosmetics, hosiery, undergarments and swimwear.

akira1971 wrote: ↑ If the couple's problem was experiencing a sound lag, "Game Mode" would certainly be the culprit to lip sync issues as it bypassed video processing for faster video response.

As for wrong cable issues, the old red/white RCA cables have the same connector as a digital coaxial cable. In fact, some people have used the RCA audio cable for temporary short digital cable runs without issue. But realistically, the old cables are not designed for 75 ohms and being not shielded, it will be affected by interference and experience audio dropouts from signal loss.

You're right on the cable - sorry, I was thinking of the optical or Toslink cable.
But we are arguing about something where we don't have the basic information - we don't even know te make and model of the TVinvolved and if it even has any audio outputs other than maybe a headphone jack.
My understanding was that this was a basic, simple TV.

As to the lip sync, you are suggesting that the video processing in "game mode" is faster than the sound processing.
I rather doubt that - but even if it is then there would be an annoying problem when playing games that include sound.
Again, we don't know anything about the TV, if it even has game mode, so we are sort of spinning our wheels with this discussion.

I just read the original article again.

Had forgotten tat it shows the manufacturer and size of the TV - RCA 42-inch flat-screen TV.
So it coud be the one that is sold bt Walmart, Canadian Tire etc. at that price point.

The few reviews I have looked at are quite positive - also about the sound.

But regardless - we are still guessing as to what might be causing the problems - if it is just a set up issue or a defective TV.
Bottom line is that the customer is not happy and it seems neither Shoppers or the manufacturer is willing to do anything about that.

This gets mentioned in every Hot Deals thread where someone suggests buying an expensive electronics item like a game console from SDM. Buyer beware!