You may remember last fall when I wrote about my new winter boots. Well the good news is, they got me through most of the winter - and I wore them almost every day. The bad news is they leaked a bit, I couldn’t remove all of the salt stains and two weeks ago, the zipper on one boot broke.
The other bit of good news is La Canadienne guaranteed them for six months. So, I called Davids. The sales associate told me to bring them in and they’d fix the zippers (the other one was on the verge of breaking too) or I could contact La Canadienne directly to complain and ask them to honour the guarantee.
I thought it was a bit strange Davids wasn’t going to act as intermediary between the customer and the supplier. I wanted my boots back asap so I opted for the zipper repair.
On Monday, the sales associate called to say her supervisor said the cost of repairing the zippers was too high so they’d gladly offer me a refund or a credit note. Of course I opted for a refund. I was delighted and assumed I could show up at any time and get my refund.
This morning I went back to Davids with my receipt and repair tag. The sales associate who had been helping me was there. When I asked for my refund, she promptly said “Oh, you mean your store credit.” I don’t think so. I’m not a regular Davids’ customer but I’ve learned their Yorkdale location has some stuff in my price range. (You may remember I bought the boots their because of the inferior service at their sister store.)
She went on to say she may have made a mistake. She’d to check with her manager first and would I come back when the manager’s here in a half an hour.
Me: "Sorry, no. I’m here now. I have to pick up my son in a half-hour and you need to honour your word. If you made a mistake, you'll need to take responsibility.”
We had a brief discussion ending with me saying, “I don’t want to escalate this but I will if I’m left with no choice.”
She was a bit dumbfounded, picked up the phone and unsuccessfully tried reaching her manager. I told her I’d be back in five minutes for my refund.
When I came back, I got my refund. She and the other sales associate were a bit patronizing but said they wanted to make me happy.
What am I missing here?
• I bought a pair of boots with a six-month guarantee.
• The boots didn’t live up to that guarantee.
• I took them back to the store.
• The store offered to repair the zippers or gave me the option to contact the manufacturer directly.
• A day later, the store called to say the repair would be too expensive and they’d be happy to give me a full refund or an exchange for something else (they didn’t have any more of the boots in stock.)
• I opted for the refund – they’d be getting a refund from La Canadienne wouldn’t they – so what’s the big fuss?
Why did they give me a hassle?
I wasn’t asking for anything unreasonable. I went to the store this morning expecting them to deliver on their promise. All this would have been prevented had the sales associate confirmed all the details with her supervisor before calling me. Even better if she would have sent me an email confirming the details.
At the end of the day, Davids’ reputation for stellar service is a bit tarnished and I’m SOL for winter boots. We’re probably still in for more snow before the season is over so, I’m expecting a couple days with cold wet feet.