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  • I have been a regular shopper here for the past several years but have no interest in returning after today's appalling customer service. I tried to return a piece of ledger stone that was damaged when I bought it. I did not of course discover the damage until I unloaded at home and opened the box they loaded into my car.I was told by the returns cashier that she will get in trouble if she tries to return it and could not return it without the missing piece. I explained that it never came with the missing piece, which is why I was returning it. She was adamant she couldn't return it. She then said I should've returned the box, but I pointed out that the remainder of the box was already installed on my wall so not returnable.I had to explain to her that it was dishonest for a company to sell a damaged product and then refuse to return it. Fortunately one of her colleagues came over and explained the commonsense reality to her, which is that they do in fact take returns of products that are damaged when sold. I also needed to return a surplus box from another project. I pointed out to them that it was one piece short but that was because they sold us four open boxes, all of which were one piece short. Rather than get an apology, I was told that I should have refused the product to begin with. I explained that it was originally loaded by their staff and when I challenged them about selling me open boxes, they assured me there was nothing wrong with them. I also told them that we called in the day after unloading to inform them of the shortage and were told it would not be a problem. Begrudgingly, the other employee agreed to accept the return "this time", apparently suggesting that in the future, if I'm cheated by one of their staff who lies to me, then I have no recourse. Absolutely ridiculous and a violation of multiple laws. Some of their staff need some serious training in ethical and lawful policies. In any event, they have lost my considerable business and I would caution others to check their products carefully before driving away with them.
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