My partner and I recently purchased a Back support for him from the Relax the Back Victoria, British Columbia location. This back support was vital for him to be able to return to work after he had injured his back. After around 8 days of him wearing the product one of the bones in the support poked trough the cloth making it un-wearable and the product had worn a great deal.
When he went to the store to exchange the support the associate then tells him that it is un-exchangeable after 10 days and it would have to be in an unopened package, which the only thing on the receipt was returns within 10 days and stipulated nothing in regards to exchanges or the exchange policy. She then proceeds to say to my husband that the back support had been used way more than 10 days, pretty much calling him a liar even though he had proof of purchase with the receipt. So it has to be unworn? How would you know if it was defective if you hadn't worn it?
She then referred him back to the manufacturer of the product for warranty. They have a Basic sign displayed in the store of the return/exchange policy, not on the receipt and nothing was stated to him when he purchased the item. 10 days to return a therapeutic product? Most people that will purchase back supports or other aids that are for therapeutic use need them to function on a daily basis. I then went back to speak with someone at the store and spoke with the same woman.
I have worked in customer service industry for years as well as I have trained others in customer service programs. I was appalled by this woman and the way that she dealt with the situation. She not only continued to repeat herself to me as though I did not understand her, she talked down to me the minute she knew what I was there for.
What I also found interesting was that she didn't back the product we had bought, when I asked if this product carried a warranty, not only did she not truly know, it seemed she could care less if they did and continued to go on about how the warranty is with the manufacturer if there is one. Obviously after her repeating this for the 10th time even if I was the slowest person on earth, I would have understood that. I guess it was hard for her to grasp the concept that most reputable companies help exchange defective products for their customers, it's called good consumer practice. Even thought it is true they don't have to, they do because the want to show they care about their customers.
When I tried to get a word in edge wise and asking why this was not clearly outlined on the receipt, she would just talk over me. The last thing consumers want to do is the footwork. Then when a customer comes back to the store the attitude they receive is well, too bad for you I guess ..there's the door, go deal with it yourself. " I find that interesting seeing as how they are in general sense health products they are selling.
When people go and purchase products their first line of contact when something is wrong is they go back to the store and it is the reputation of the store not the manufacturer at hand. Now I am left to deal with the defective product I bought from Relax The Back because apparently they have no agreement to handle ANY warranties with ANY of their vendors, talk about lazy.
Regardless of that stores poor return or exchange policy they have horrible customer service. I have experienced buyer beware and have learnt my lesson with this company. They have a poor exchange policy which is product based as well as the return policy. All around bad experience.
victoria, British Columbia