Update (please see my previous review for the beginning of this story, which starts with my…read morepurchasing an item from this store that broke immediately):
I returned to the store yesterday afternoon to settle the matter of my faulty item. I had spoken with the Office de la Protection du Consommateur and was aware that I was legally in the right. Philippe, the manager with whom I had previously spoken, was not there, but the "responsable" was a woman named Lisa, who was immediately hostile, rude and unprofessional to me from the moment I walked in the door. I explained what had happened, and told her that I either expected the refund to which I was entitled, or the store credit I had been offered (which was for the value of the product plus a bit more for my trouble), the latter of which would still result in filing a formal complaint as it is not what I was actually entitled to. Throughout this entire process Lisa continued to be rude to me, called me a liar for pointing out the product's defects, called me vulgar, and called her manager, Philippe, an "asshole" within earshot of her fellow staff members and the other customers. She also told me she could not even give me a store credit, even though that, at the very least, is within the store's policy.
After speaking with her manager on the phone, Lisa finally offered me the store credit, although she claimed she was only able to give me the value of the product, and not include the extra credit I had been promised for my trouble. She finally said she would ensure that the extra money would be sent to me in the mail. When I asked how I could be sure that would happen, she blew up at me, telling me that this wasn't worth her time and yelled at me. I literally burst into tears the second I left the store. I have never, in my entire life, been treated so poorly by a customer service agent. Other staff members were kind and tried to resolve the issue, I think recognizing that it is not right for a customer to have such a bad feeling about their store. but this particular employee treated me with open hostility in front of my husband, the other sales employees, and other customers. I felt violated and flabbergasted; as far as I am concerned, it is unacceptable to ever treat a customer in this way. I was made to feel humiliated for a legitimate grievance--having been sold a product which broke as soon as I brought it home.