Or should I say "NON-Return Policy"!
KNOW THIS BEFORE YOU MAKE YOUR NEXT PURCHASE AT CANADIAN TIRE!
I have been a long time customer at Canadian Tire, 30 plus years, tonnes of money spent...but now they have lost me due to their policies!
06/28/2009 I was on my way 6 hours up north to go on a fishing trip. Before I went to the cabin, I stopped at Canadian Tire and bought a Fish Easy 2 Fish Finder. The service was not exceptional but not that bad. I made my way to the cabin, hopped in the boat, opened and hooked up the fish finder only to find out that it was defective. I had found out from numerous other people that the brand of fish finder has constant problems and is not worth the money, to get a different one. I was too far into the bush to rush back 2 hours to the store so I did buy a new one from a store closer to where I was. I continued on my vacation.
07/05/2009 I returned home and went to the nearest Canadian Tire to get a refund for the defective fish finder, only to be given attitude and told that there is absolutely no refunds or exchanges for this product. I was shocked. I argued and explained that I did not even get to use the product as it did not work but they said that their policy states that they can ONLY send it in for repairs. I was told that the information about the product was clearly stated on the receipt and it was out of their hands. I than contacted the store that I bought the item from, explained everything, and was told the same thing. I pointed out repeatedly that I was NOT informed of this no-return policy when I bought the item, or I would NEVER have bought it. They did not care at all. I was than told after some arguing that I could bring the item back to that store for an in store credit. I explained that I lived 6 hours away and it would cost me more in gas to go there and back than the fish finder is worth but they did not care. I was furious by this point, not just with the policy but that fact that they do not expect their cashiers to explain to the customer the different return policies before you purchase them and made it sound like it was MY fault for not knowing or reading the receipt. I ended up going to a different Canadian Tire store to get the same run around and ended up getting fed up and sending it in for repair, since I had no other choice.
Back of the Receipt States:
Easy return: save your receipt
To return an item for exchange or refund, bring it to any Canadian Tire store within 90 days, in its original condition and packaging, with your receipt and issue of Canadian Tire Money. Returns without the original receipt or packaging will be accepted at Canadian Tire's discretion. If a product is defective, the manufacturer's warranty will apply. Credit to the original method of payment or a store credit will be provided as required. Some exceptions may apply. Your name, residence address and phone number will be required. This information is collected, used and retained to help prevent fraud, and may only be disclosed within Canadian Tire. Valid photo ID may be required to confirm information.
Front of the Receipt States:
NO REFUNDS ON PRODUCTS USED/OPENED
WARRANTY IS REPAIR/EXCH BUT NO REFUND
Sure it is clearly stated on the front of the receipt about this exception to the regular store policy, but I was NOT informed by the cashier about it. Why is it that they can state it on the receipt so that their is nothing that you can do about it...but they do not have to tell you BEFORE you purchase the item??? I would have never bought this fish finder, nor any item, if there is no refund or exchange on it! Who would? Buy an item, it is defective and does NOT work, you have to send it away for repair, wait for it to get returned than see if it works. The whole time you are out the money and do not have the item. This is a HORRIBLE policy!
While I was at the store, I watched as other customers trying to get an exchange or refund on other defective products just purchased and were told the same thing. Repair only! A man just bought a tent the day before to go on a camping trip with his family. They set up the tent to find that it was defective. He came to the store the next day to exchange it, and was refused. He was told that he had to send it in for repairs. He was outraged, especially since he was supposed to leave that day on his trip. How was he to go without a tent? Canadian Tire employees did not even care, simply repeating that this is the manufacturers warranty. He was also not informed at the time of purchase of this policy.
I think that it should be ILLEGAL for them to enforce these kind of policies on items WITHOUT having to tell the customer about it! Sure it is all stated on the receipts, as they repeatedly pointed out to me, but you only get the receipt AFTER you have already purchased the item. It seems to me that they are talking away our rights as Canadians to make an informed decision about a purchase. This is a "shady" way to do business and I will NEVER buy another thing at Canadian Tire!