D.K. from Toronto

This company violates own Return & Exchange policy by not accepting items fully eligible for return. They invent conditions not mentioned in the policy. Once they have been asked to show such conditions written on the paper or on their website, they respond: "We have decided so. Matter is closed. Period." The only legal way to deal with such situation is filing a consumer complaint report to Ministry of Government and Consumer Services. And of course avoid their service at any cost! Below is our correspondence with Canada Computers Customer Service with all personal info removed. To be continued on July 29, 2015. ------------------------------------------------------- From: feedback@canadacomputers.com To: ***@***.com Subject: RE: Refund / Returns Date: Wed, 8 Jul 2015 16:40:25 -0400 Hi <customer>, We have contacted our Canada computers upper management team and they agree with the store decision. Canada computers stance is that we consider this matter closed. Regards, Customer Feedback --------------------------------------------------------- From: <customer> [mailto:***@***.com] Sent: July-07-15 11:35 PM To: Canada Computers Customer Feedback Subject: RE: Refund / Returns Dear James, official complaint forwarded to the head office. Upper management may carefully review it during 3 weeks. July 29, 2015 I escalate my complaint to Ministry of Government and Consumer Services. Regards, <customer> --------------------------------------------------------- From: feedback@canadacomputers.com To: ***@***.com Subject: RE: Refund / Returns Date: Tue, 7 Jul 2015 15:49:53 -0400 Hi <customer>, I’ve forwarded your request to our upper management team for review and I’m waiting on a response. Unfortunately at this time contact through email is the only option for escalations, and the only contact email for customer service inquiries or complaints is via feedback@canadacomputers.com. Regards, James Online Support --------------------------------------------------------- From: <customer> [mailto:***@***.com] Sent: Tuesday, July 07, 2015 3:42 PM To: Canada Computers Customer Feedback Subject: RE: Refund / Returns Dear James, I would ask you to be more responsive. I realize it is very difficult to find a poof of your illegal statement in publicly available return policy, especially if it does not exist. I also realize that resolution of this issue is far above your competency level. You simply do not qualify for the job you are currently doing. Please provide your direct supervisor name and contact information. Regards, <customer> --------------------------------------------------------- From: ***@***.com To: feedback@canadacomputers.com Subject: RE: Refund / Returns Date: Tue, 7 Jul 2015 14:23:33 -0400 Dear James, There is no confusion from my side. In every email I simply ask to point me to exact line in the publicly available policy that supports your statement. So far you fail to do so. Since quoted text is not in the publicly available policy, it is illegal as well as specifics you provide. I ask you again to provide exact line in the publicly available policy that clearly requires "full UPC and serial number for the included item" to present on the packaging box. Are you able to provide it? Please respond in one word: YES or NO. After you positive response with exact line in the publicly available policy together received, I will provide requested images, although it is absolutely at my discretion since policy does not require me to do so. I do not consider this dispute closed regardless of your desire. If you do not wish to continue, well, please provide your direct supervisor name and contact information and we continue dispute with him. In any case I will publish this email in social media to show the quality of customer care Canada Computers provides. Regards, <customer> --------------------------------------------------------- From: feedback@canadacomputers.com To: ***@***.com Subject: RE: Refund / Returns Date: Tue, 7 Jul 2015 13:55:20 -0400 Hi <customer>, I’m sorry for the confusion, the quoted text was the relevant portion of the return policy which you are not meeting. We’ve provided specifics as to why that is not the case, and an option for you to provide us details if you believe this is not the case. If you choose not to then there is nothing further that we may do to assist. Again, the issue hand is that the item’s packaging was not found to be in good condition. If you do not wish to provide the requested images to support your claim that the package is in good condition, we will be forced to consider the matter concluded as it stands. Regards, James Online Support --------------------------------------------------------- From: <customer> [mailto:***@***.com] Sent: Tuesday, July 07, 2015 1:44 PM To: Canada Computers Customer Feedback Subject: RE: Refund / Returns Dear James: I hope you understand, that changing publicly available return policy is far above your level of authority, i.e. it is not your business to make any modifications or additions into this document. I still claim that package meets the requirement :“Original package must be in good condition”. Your unauthorized modification of the return policy to "provide photo of the packaging that shows the full UPC and serial number for the included item as this was the area where the issue stems from." is illegal. Return policy does not require me to provide any photo as well as it does not require "full UPC and serial number for the included item" to present on the packaging box. Please show me exact line in the return policy that requires "full UPC and serial number for the included item as this was the area where the issue stems from" and I will gladly accept it. If you unable to provide exact line number in original document, you may alternatively provide me the name and contact information of your direct supervisor to continue this dispute. Regards, <customer> --------------------------------------------------------- From: feedback@canadacomputers.com To: ***@***.com Subject: RE: Refund / Returns Date: Tue, 7 Jul 2015 13:24:28 -0400 Hi <customer>, The staff have relayed that the packaging included for this return was found to be in non-resalable condition which fails to meet the clause “Original package must be in good condition” of point 2 for our return and exchange policy. If you would like to dispute this please provide a photo of the packaging that shows the full UPC and serial number for the included item as this was the area where the issue stems from. If you had any other questions or concerns regarding Canada Computers return and exchange policy please let me know. Regards, James Online Support --------------------------------------------------------- From: <customer> [mailto:***@***.com] Sent: Tuesday, July 07, 2015 1:09 PM To: FeedBack Subject: RE: Refund / Returns Dear Roy W.: Please point me exactly to the line in the publicly available return policy that explicitly states that labels should be present on the package box. If you carefully read return policy, you'll find the following statement: "...Original packaging and ALL of its content..." Package and content has been returned. Policy does not indicate the presence of labels on the packaging box at all. Hence absence of labels does not contradict to this term. So, I wait from you: 1. Exact line from the return policy that explicitly states that labels should be present on the package box. 2. Name and contact information of your direct supervisor. Regards, <customer> --------------------------------------------------------- From: feedback@canadacomputers.com To: ***@***.com Subject: Refund / Returns Date: Tue, 7 Jul 2015 10:58:55 -0400 Hi <customer>, We have spoken with Mr. H** T*** and the reason the store did not except the return is that not all the full packaging was returned and due to that issue Incomplete or damaged returns may be refused like our return policy states that it need to be before we will except a return. Return and Exchange Policies http://www.canadacomputers.com/policies/?page=returns_exchanges Thank you, Regards, Roy W Customer Feedback