I am not cool with the service here.
Dan from the Oakville location was running a fair at Seneca @ York. I was looking for a last minute present for a friend and wanted to pick up a really nice art book. The only problem was that the dust jacket was dinged up and dirty.
He assured me that I could buy the book now and exchange the jacket later, even saying that he would bring the dust jacket with him during the next fair at S@Y, all I had to do was email and call to remind him the day before. I said I had very limited time left at the school (I'm an instructor there) so it would be very inconvenient for me if I wouldn't be able to pick it up during the two days that he would be there next. Lots of assurances later, I walked away with a pretty expensive purchase.
I emailed and called like he asked with no response to either attempt. I showed up at the next fair expecting him to honour his promise. He flaked out and didn't show up the first time and then I had to (not proud to admit) leave my class to track him down the second day and caught him just as he was packing up the truck to leave.
"Oh sorry, yeah I got your message about the dust jacket but it was in the warehouse and I couldn't get it."
a) Maybe you could have emailed or called back to let me know?
b) You had two weeks to look in the warehouse that other staff have looked through for the same product in an hour. So...?
Anyway, he said I could go to the location in downtown Toronto, which I did, except he told me the wrong location. He said Queen and Spadina instead of Bloor and Spadina. How an employee of an establishment can get a major location like that wrong is beyond me. I ended up wasting transit time and money to get back to the Annex store. Not impressed.
Finally, the staff member at that location was surly and simply gave me another dinged up and smudged dust jacket to replace the one I already had.
Thanks, Dan!