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| - Terrible customer service at this location. I've had excellent customer service at every other location - Square One, Sherway Eaton Center (usually) called to voice my complaint to their customer service hotline and wrote an email. Here's what I wrote.
On Friday December 21, I purchased an item from your Eaton Center location that was marked down, and had a further reduction of 40% off on the sale price. On December 26th I noticed that you had a Boxing day sale and instead of an additional 40% off, your promotion was for an additional 50% off all sale items. I inquired about this, and the sales lady told me that they couldn't do price adjustments on sale items, though I did notice full refunds were offered on sale items. I pointed it out to the sales lady and she said I was free to return the item and re-purchase but she couldn't do anything about it unless I had the item with me right then (I didn't, so just to make sure I called the number on the back of the receipt and talked to a Club Monaco representative there. She said the same thing and said I was free to go into any location, point this out and ask for an adjustment - I would like to add SHE was wonderful and very nice).
So the very next day (Dec 27th), I walked into the Club Monaco on Queen st (it was closer to where I was meeting a coworker for lunch). A sales associate greeted me and asked if I was there to do an exchange. When I told her that I was there for a price adjustment on a sale item, she repeated the policy on sale items and I expected this and told her that I had spoken to customer service and was told there shouldn't be a problem. She went to talk to a male sales associate (I'm guessing the one in charge for the day shift) and he told me the same. When I told him that I had talked to customer service and that the representative had even agreed with me, he became irate. He then went on to berate me in front of the patrons in the store and went on a rant about how if he did this for every single customer, Club Monaco would lose millions of dollars and go out of business. He refused to refund the scarf and sell it to me. So after listening to him go on and on, I just asked for a full refund without selling it to me. He went into the back after that and the lady who originally greeted me processed my refund.
Ok, while I understand him just trying to enforce the store policy, it's not my fault that I found a loophole. Instead of wasting energy and acting unprofessionally towards me and in front of other customers, I believe this is something he should bring up the head office. I came in polite and respectful. I had purchased the item exactly one week before this discrepancy, it was unworn and still had a tag. I was well within the time limit to do a refund.This isn't something I bought a month ago or a year ago. It was purchased 7 days prior.
I used to work in retail. I worked in retail for 10 years. So while, I can understand him being annoyed about enforcing a policy which doesn't really work, the loophole is in the policy and it should be taken up with the head office. If there wasn't that loophole, then he would have refused my request. Obviously he was annoyed that I found a way around it and took it out on me. I don't think I should have been treated so poorly for something that wasn't my fault. Completely unprofessional and pretty disgusting attitude to go on a mini tirade in front of customers. I did call customer service to complain, but I'm not sure if the report was processed as the woman I spoke with after that incident, also offered to email me a $10 gift certificate which I haven't received yet. But to be honest, that's not even what I wanted and that's not what's going to make me feel better. I would like for someone to talk to whoever was in charge at that location, so no other customer has deal with that. It was embarrassing for me to be treated that way in a store that I love so much. Yes, I do love your store but am now not comfortable purchasing from that location. I know this could be an isolated incident, so I'll continue to shop at Club Monaco, but I'll stick to the one by my work. Maybe that doesn't matter to your staff at your Queen st location since I'm just one customer but if your staff there is correct, you'll probably 'lose millions of dollars' since you can't even afford to make price adjustments on sale items even though you're selling it those prices.
Btw, I purchased the item the very same day at a different location. Lame.
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