I don't usually voice out my opinion but I felt compelled to when I experienced bad customer service by the staff over the phone. The thing is it wasn't just one time. When I put a deposit for one of their products that was on backorder back in March, I was told that they're expecting the product in 2 weeks. So I waited until the end of the month (it would've been more than a couple of weeks by then) before I called to get an update). Assuming that the product has arrived at your store, I asked why I haven't been called yet to let me know when to pick it up. And the person I talked to told me (almost rudely, might I add) that I didn't get a phone call cuz the product hasn't arrived yet. So I explained to her that I was just calling to get an update since I was told that the ETA was 2 weeks. At this point, the staff told me that if I couldn't wait, to just get a refund. This time, she definitely said it with an attitude. The conversation ended here.
I let that one go. Maybe I was just imagining the attitude she gave me.
Went to the Babytime Show a couple of weeks ago and found the same product there and bought it.
Sent an email to the store again to ask for a refund. A staff named Amit emailed back and told me that the store will gladly give me a refund but I would have to call with the credit card info that I used to pay for the deposit.
Called today. It was a lady I talked to but I didn't get her name. But I called around 1pm on May 1st (so the store can identify who it is). She looked up my file. Apparently on the file, it said that I paid in cash. Not true, I said. I haven't been to your store at all to be able to pay in cash. And she was persistent that I paid in cash and refused to refund my credit card. I explained to her I don't have time to drive to Toronto to get cash back from the store. I didn't even have to go there to pay the deposit because I paid with my credit card on the phone. Then she rudely sighed and rudely asked for my credit card info. Gave it to her. Then I imagined she did the transaction and told me that she refunded my credit card. I said thanks but I didn't hear anything from the other line after that until I got disconnected. I can only assume that she hung up on me.
The thing is I don't even have a high standard for customer service and I'm not a high-maintenance customer. So if I'm writing this right now, then my advice is to remind your staff of good customer service.