Letters: Customer `fed up’

I'm fed up with poor customer service.It is time for retailers to wake up to the fact that people who are spending their hard-earned money in their store expect to be treated reasonably well.Is it too much to ask for good...

I’m fed up with poor customer service.

It is time for retailers to wake up to the fact that people who are spending their hard-earned money in their store expect to be treated reasonably well.

Is it too much to ask for good customer service in exchange for repeat business?

I recently had an experience that left me furious at my inability to do anything but take my business elsewhere at a paint and wallpaper store in Mississauga, Ont.

Over a period of three months, I made a 50-kilometre round trip to spend hundreds of dollars at this store, since I was decorating my first home.

Liking the merchandise in this particular store, I also referred and recommended it to at least 10 other people. However, my customer loyalty was not rewarded in kind.

When I tried to exchange $36 worth of new, unopened paper goods, the manager told me returns after 30 days were against policy.

No mention of this policy had been made when I purchased the goods – and I had specifically inquired about it. Furthermore, no 30-day policy statement was written anywhere on the receipt.

The manager told me that she found it ‘hard to believe’ that her staff hadn’t told me anything about their policy since they ‘always’ tell customers at ‘every’ sale. Since they never make mistakes, she implied I must be lying.

To add insult to injury, she informed me that she could live with the fact that I would no longer be a customer of the store since they do a ‘good business’ already and have lots of other customers.

Greater than my annoyance at not being able to exchange a little wallpaper is my shock at the fact that the staff refused to treat me like a valued customer after taking my money for months.

I hope retailers read this letter and think twice about how their customers are being served. I, and others like me, will shop at your competition if we are treated rudely and unkindly.

Kathryn Kennedy

Oakville, Ont.