At this time of COVID, companies should be thinking very carefully about the way that they are…read moretreating customers. In fact, what are the indicators that determine if a business survives this new environment, and what steps should be taken to divert that risk?
Last night, we received a flyer from Canadian Tire Wasaga Beach (CTWB) and we noticed that an item we spent $400 on, just 10 days ago, had an additional10% discount beginning today.
Start the Car! Who doesn't need that money right now?! We had to go there anyhow to purchase $150 worth of storage bins, which were also on sale, beginning today.
It was our bad that we couldn't find the original receipt. But, because we are members of the Canadian Tire Redemption program, and had our credit card and ID, to prove who we were, and what we had purchased, we assumed it would be reasonable to make our request for the additional $65 discount.
I explained the above to the Customer Service clerk and she told me outright, she was sorry, but because I didn't have the original receipt, she couldn't help me. I told her I was sorry, but I asked her to call her Manager. She sarcastically walked away to make the call (obviously, she wanted to vent). I took offence to her attitude. After the call, feeling empowered, she relayed to me, that in order to have access to the additional 10% off, her Manager insisted we have our original receipt. I was now more angered by her attitude than by the requirement, but because I knew they were fully capable of reprinting - I made it very clear to her that I was unhappy with that answer, and I asked her to speak with the Manager in person. This time less sarcastic, she again walked away to call the Manager.
Over the last 5 years, we've spent thousands of dollars at this location; Boat Trailer - $1,800, cement mixer ($150), Hard Top Gazebo $2,000, and those are only the larger expenses. As I mentioned, I wasn't only there to request a 10% discount. I had another $155 of Storage bins to purchase right in front of the guy. Geesh! They should have avoided this situation at any cost.
Literally a minute later, the Manager arrived. To my surprise, he authorized the transaction, without even speaking a word to me. I was still angry and now puzzled by the power struggles, so I asked him 'why did it require my frustration, to turn the decision around?' His response was 'It's corporate policy that customers have original receipts'. In response, I asked, 'how can a corporate policy allow you to turn decisions around so easily?' Don't get me wrong, I was happy he was doing this for me, but why did it take frustration to have it approved? He didn't call head office to verify. He simply snapped his fingers, and voila my refund. Why did anyone have to get angry or frustrated to make this happen? Couldn't it have been easier for both of us?
What I know is that there they have local competitors, who have treated us very fairly and reasonably, and who appreciate us as customers, and don't try to divert discounts for customers, where they reasonably qualify.
Beginning today, I will be boycotting CTWB and spending my heard earned money at Home Hardware (x 2), Castle, Home Depot from now on.
What Pretty Woman said 'Big Mistake, Big, HUGE'?
Have you had a similar experience at CTWB?
