Thanks and no thanks

December 3 2008 by Ellen Roseman

Doing a consumer advocate’s job means getting lots of thank you notes. People are grateful, surprised and thrilled when they find someone who can help resolve their longstanding problems.

But some people refuse help. All they want to send companies a message — or send a message to other potential customers.

I got away last week and managed to enjoy time at the beach. That made me thankful. And I came back to the never-ending parade of thanks and no thanks.

11 comments

  1. Lior

    Dec 5 2008

    >>>Anthony Horton, Stomp Energy:

    All of these customers’ charges are being suspended as of the next bill cycle.<<<

    Why weren’t they suspended the previous cycles when the customer first complained? What a bunch of incompetent $%^& errr a couple English words.

  2. Jamie

    Dec 8 2008

    Re: Zellers “price accuracy”

    Interesting that a response like that came…after contacting Ellen Roseman. HBC or the store manager in Kingston I emailed directly recently couldn’t be bothered to acknowledge my recent email to them on that issue

    I have had a price scanning error happen NINE consecutive times (usually multiple different items) over 2 years shopping for video games during identical or very similar flyer sales.

    One item a week ago, signed for $12.99 (regular price at all competing stores $20 or less) scanned at $69.99. It was 5 or 6 of 9 items scanning wrong. Every time this has happened its been in the stores favour. Every time they gave me the proper price, but took no action at all to correct the problem, leaving a chance the next customer won’t notice and be ripped off on identical items.

    In the summer, when overcharges also happened, HBC did respond to my email that they would definitely take action (as they have when I have emailed them before). I also pointed out a lot of product had no price tags at all, which they responded they had contacted the store to ensure that was fixed. Instead, the store completely stopped putting prices on their video games, to the point 75% of the stock sits there with no indication of the price at all. I guess that is one way to deal with their price accuracy issues!

    Often their flyer sales are vague, like “Selected games reg priced $X for $x”, but since neither the customer nor the staff know what the prices are supposed to be the sale price available at other Zellers stores aren’t available here. It appears Zellers could care less.

    In this store the electronic price checkers the customers can use have been out of order for at least a month, so there is no way to check anything before going through the cash. The staff are all well aware of the price accuracy problem and will volunteer comments on how wrong the prices are.

    Its bad enough the price accuracy has been so bad for so many years, but what really gets me is they do absolutely nothing about it. The staff just adjust the price at the cash, they don’t even have any procedure for taking note or notifying anyone so it can be fixed. Emailing them very specific descriptions of what the problem is sometimes gets a response and promise to fix it, but nothing is ever done. I’ve personally gone back days later and bought a second identical item to experience the same overcharge.

    At this point I have to assume Zellers has made a decision its more profitable for them to operate this way then take any action. They can’t join the scanning code, they’d go bankrupt giving away so many free items.