Staff and management who follow rigid corporate policies, which prevent them from making decisions that make good sense to keep customers happy. They may have high-end goods but their service is definitely far from it. Because of this I choose not to shop at Westcoast Kids again, nor would I recommend them to friends/family.
I purchased a Keekaroo peanut changer from Westcoast Kids on sale. I ended up changing my mind on the colour. I went back to the store to do an exchange with receipt (the changer was never used, opened, in its original packaging, and it is within the timeframe set by their policy for exchange). I was told the exchange had to be done in two separate transactions: refund the changer and then I would re-buy. This means I would lose the discount I had originally purchased it for. I asked the manager if she could honour the discount, because it was simply an exchange that would not cause them to lose a sale or create extra inventory. She said there was nothing she could do about it. I e-mailed corporate customer service to provide feedback about this policy and their response was less than favourable. They reiterated this was policy, and made no attempt to explain why this policy is in place, nor try to come-up with a solution that may have made me happy.
I am surprised how rigid their policies are. They just lost a customer over $22. Buyer beware!