I had sent a letter of complaint to the Canadian Tire Branch located at 6565 Jean-Talon Est, St. Leonard on May 21st, 2009. I had no response,
so I sent the letter a 2nd time this week.
The customer service we received was deplorable! We were appauled at how we were treated.
May 14th my husband called the Canadian Tire at 6565 Jean-Talon Est, St. Leonard. He wanted to purchase 4 Motomaster tires and book an appointment to have them installed. The Customer Service Rep with whom he was speaking with advised him to come in after Friday as the tires in question were on sale. So he made an appointment for Saturday morning (May 16th) at 9am. He was happy that the CSR told him this, as it meant big savings.
We arrived Saturday morning for 9am. We checked in and the CSR advised us of the price. She was charging full price. We advised her that the tires in question were on sale. The second tire is 50% off. She started to argue with us telling us that they were not on sale. My husband advised her that the CSR told him over the phone that they were on sale. I even checked the on-line flyer and they were on sale. The Auto Manager said that it was impossible to see the flyer and sale prices in advance. That is funny, I received the fliers in the mail in advance and I can see the flyer off their website. I stated that it was not our fault if the CSR misquoted and that they had to honor it. We made the reservation on his price quote, and that it was not my fault.
It took MUCH arguing, and it took my husband to go into the store to find the flyer. Once we showed the flyer to the auto manager, he tried to tell us that our tires were not included in the sale. They were. He was not happy. They showed us their computer with the tire prices. I do not care if their computer shows a wrong price. If their computer showed that an SOS pad was $1000.00, would they sell it for that price? I think not!
He advised us it would be ready in one hour and that they would call us when our minivan was ready. We went next door to do our groceries at Super C. After one hour, $150.00 worth of groceries, frozen goods and meat, I waited with our baby and the groceries for my husband to get the minivan and pick us up.
When he picked me up, he was not happy at all. Canadian Tire decided to install the wrong tires without advising us or asking our permission. At this point it was too late; the new tires are on the minivan, we have $150 dollars worth of groceries that will spoil if they are not refrigerated / frozen and a hungry baby. Oh, did I mention we had a BIG rain storm, so it is not like I could stand outside with a baby, nor take a bus home (too many heavy groceries to carry).
When my husband said that he did not want the tires, all 3 employees (including the auto manager) just stood there with their arms crossed in front of them. The manager told my husband that the different tires made no difference at all. Excuse me, it does! When driving, our speedometer will not show the proper speed at which we are driving. PLUS, I did not ask for those tires. I asked for and paid for a different tire. When you purchase a 32 inch TV and you get a 27 inch TV, yes you can still see the program, but on a smaller screen!
Once home, I called the P.A.T branch to see if they had our tires in stock and how much they would tell us the price was. They had our tires in stock, and she quoted the sale price.
My husband tried contacting the store manager. My husband originally spoke with him, but nothing was done. The manager said that it was a busy weekend. They would call us back. UH, no! You will deal with me now. That is just another way to brush us off. He told my husband to call the auto department and they will change the tires.
My husband called the auto department and spoke with the auto manager . His response was “Come back and I will take back my tires, install your old winter tires” and hung up abruptly. WT? Nice, so his response is basically get the F** out of my store and I could care less if you ever shopped here again! Needless to say my husband was outraged!
This time, I called him myself. I tried to tell him what I wanted, but he kept cutting me off. I kept telling him to LET ME SPEAK, LET ME FINISH MY PHRASE. I HAVE 3 REQUESTS, NOW LET ME FINISH.
I wanted 1) Canadian Tire to change the tires and put on the ones THAT I PAID FOR at their cost.
2) This will be done at the P.A.T (3500 BOUL. DU TRICENTENAIRE) as I do not trust his garage. Who knows what they will damage on my vehicle.
3) I want compensation for the way we were treated.
The manager tried to tell me there was no difference in tires, that it will not make that much of a difference. It does, and who cares. I did not get what I requested and paid for. He also advised me that they were out of the tires in his store. I told him that I knew that. Your store is not touching my minivan ever again. That we were going to the PAT branch and they would do it.
I told him they are selling their tires at full price when they are 50% off the second one. He should check the sales receipts from the weekend as they are stealing from us. He said that the computers show the sale prices and that it was impossible. I said “Funny, when they showed me their computer it did not list a sale price. I saw it with my own 2 eyes.” I do not care why or how, but only his store does not show the sale price. And on Thursday the previous person who booked the appointment saw the sale price. He was calling me a liar.
His response to the way we were treated was that he knew there are problems with the customer service and that they are trying to work on it. I advised him that this was not the first time I have had problems with the service in his branch and that I have had to make a complaint in the past. This is not the way in which to treat customers.
After much arguing he said to call the garage at P.A.T. and they will do it. He said the manager over there could call him and he would Ok it. I called and the Auto manager at P.A.T. He said No. I called back. I told him to call P.A.T and arrange it himself. They could install the tires Saturday, Sunday or Monday. I had had enough of the back and forth. Fix the problem. I just spent over $1000.00 this week alone at Canadian Tire. There is a Wal-Mart across the street. They sell camping gear and household items. And look at that! They have an auto service as well. Even a pharmacy! Should I return all my items purchased and shop elsewhere?
About 10 minutes later I got a call from the Auto Manager at P.A.T. and had an appointment for 14h00. The proper tires were installed and everything was done professionally, they were fast and courteous.
Why do I have to complain, argue and go out of my way to pay the price listed on their flier? Why can C.T. not install the product that I requested and paid for? I am outraged that this Branch does not take the customer experience seriously. That they feel it is ok to treat a customer like a piece of garbage if they are busy. Or maybe it is because I am English and they hate English people. Not one of the people in the store spoke English to me. The store manager advised me that they do speak English, so what then? Is is just discrimination? Should I take my business elsewhere and blog about C.T. all over the internet?
Their response on July 09, 2009:
Thank you for your email in regards to the tires and service you received at Canadian Tire. I have sent your email to the attention of the Canadian Tire associate dealer Mr. Jacques Lacasse at the St. Leonard location. I have also spoken with the associate dealer Mr. Jacques Lacasse who has informed me that he will be dealing with the issue internally at the store. I am sorry to hear that your experience at the store was not satisfactory and I apologize and thank you for giving me the opportunity to respond. Regards, ___________
