The Consumer Complaints Blog

I have been a loyal customer to shoppers drug mart for many years. But I send out this email to you hoping that this can be forwarded to someone so they know what happens directly on the floor of shoppers.
Today I have experienced the WORST customer service experience.
If you have a machine that can not manage to print a X amount of pictures PUT A SIGN UP!!

This evening (Feb 22) around 7 pm I went into the yonge and finch location to print out pictures. I was there the day before as well trying to figure how to work the computer system and when I had asked the associate to give me some assistance, she couldn’t help me because she was not aware of how to use the system.I was in a rush so I left and had went in the next day.

I had spent 45 mins detailing the pictures today and looked around to get some help at the counter where the photo counter was. NOONE was there. I had looked over the register across the counter and saw two staff chit chatting away not even aware of the fact that there was someone who needed assistance.
So I had walked over and asked them if they could finish off my request to get my pictures developed. First, I was disappointed at the fact noone was there to begin with to help me but also by the rude manner the two staff approached me with. She was snobbish and made a comment saying that it was SELF SERVICE. Later when she had realized it was their password that was needed to get the printer running she named Helen walked over to the machine.

I had 184 pictures that was to be printed out from the machine, and as soon as the receipt printed, Helen made a comment to another associate named Carol and Carol advised her to turn off the machine.184 pictures was to be printed which meant that I customized those 184 pictures. The both of them did not explain to us what was going on and all their focus was on was how to turn it off. The two of them brushed us off and told us to use the other machine. They said it as if it was nothing. I was shocked at the fact that they made it seem as if this problem I had difficulty understanding was a surprise to her.

DID I MENTION THAT I HAVE SPENT 45 MINS ALREADY???? Why did I have to use another machine I asked and she said that the one I used could not handle printing more than 20 photos. I did not see a sign saying that. Is it not important to advise your customers that you have a default machine and if your planning to spend time and print more than 20 photos it can not manage it. At that point I was furious. Furious at the fact that I had wasted 45 mins and at the fact that when I had asked her that when you turn off the machine is there some kind of memory that can retrieve my customizations and they failed to answer my question. All they said was no, you have to use a different computer.

The both of them were not apologetic in fact they were patronizing my comments. I asked to speak to their manager and I then spoke with Guss the general manager. The worst part of this was that til the end I was disappointed with my experience. The general manager Guss apolozied on behalf of his staff but he did not at all seem to understand the frustration that I was feeling.

I ended up spending another 40 mins detailing the photos, then I had to again find someone to key in a password. Then I also had to find someone to finish the transaction.
To top it off, even after I paid noone was around to tell me what was going to happen after. I had to ask if someone was going to explain to me what was going to happen. The staff Carol was buzzed to come back to the counter and she made a patronzing remark about how it is obvious that you would have to come back in an hour or so to pick up the pictures. I was not told this nor am I obviously suppose to assume such things.

I have no idea what standards SHOPPERS DRUG MART as a company goes by for customer service but the way I was treated it should be rated ZERO.

Your staff didn’t handle complaints that well nor did they manage to reverse my POOR experience there. I have been a loyal shopper to shoppers drug mart but after this experience I will never go into your store to develop photo’s. In fact I will not try to make an effort to find shoppers anymore.

I understand that you have a self service photo counter but if it requires your staff’s assistance that it is not a self service machine and you should have staff available at the counter. I realize that when you walk into shoppers your merchandise is there on shelves for your customers to choOse and purchase on their own. The only point where your customers interact with your customers is at the final point of transaction which is your register. But it is crucial that you provide a certain customer service standard and also having correct signage so people like us DON’T NEED TO WASTE THEIR VALUABLE TIME!!!!!

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

There is nothing Fine about Fine Details

I wish to submit a consumer complaint about this company that provides car cleaning services in the Halton area.

On Jan 5th 2012, I decided to take my car to have a professional cleaning inside and out, and choose Fine Details Burlington location at 1201 Fairview Street Unit 5 to have their Total interior Shampoo and Detailing package.

This was a total cost of $185.00.

It took their staff most of the day to perform the entire cleaning of my car inside and out.

At the time of pick-up, it looked like they had done a good job.

However, when I had more time to look over my car when I got it home, I noted that several hidden area’s in my car had not been cleaned at all.

The car had received a heavy liquid spraying of the interior, so as to deep clean seats, floor carpet, etc. and the car was very wet many days after the cleaning.

I had a 6 speaker audio system in my car, which had worked and sounded excellent prior to their cleaning. However, when I turned on my audio system a couple of days after the Jan 5th cleaning, I could hardly hear anything through my front and rear speakers, and what I could hear was flat, all treble and no bass.

I returned to the Fine Details office once I had noticed this problem, and talked with the owner of this franchise. He listened to my system and tried to adjust my audio system to make it sound better. He was unable to, and did say to me that it sounded terrible. I asked him what he was going to do about this believing that his car cleaning spraying had somehow damaged my audio system and it’s speakers.

He did offer me a free redo of my cleaning, since I had told him of the areas of my car that were not cleaned by his staff on Jan 5th, and he did says that they would call someone about my cars audio system to see what the problem might be.

I left to awaiting his reply and further action, however weeks went by with no calls of emails to me. I was finally forced to call the franchise head office in Oakville and complain to the VP.

She did contact the owner of the Burlington location and got him to move things along, which after an additional week or more of waiting did have them ask me to bring my car to their office to have my audio system reviewed by an outside Audio system expert that worked on my cars type of system.

The result was that they informed me that my systems amp had died, and this could happen anytime, and so they returned my car to me stating that it was not their companies fault and not due to their heavy spraying of my cars interior.

I still could not believe that this was the actual reason that my system no longer worked as it did just prior to taking it in to be cleaned by their staff.

I decided to take my car to another local specialist, the tech’s at Future Shop, who work these types of systems every day.

The tech at Future Shop reviewed my system and checked the speakers, and noted that both my front and rear speakers had been heavily sprayed with some type of liquid. The tech believed that this heavy spraying to the speakers caused them to short out my entrie system. This would be the reason that the system would no longer work as it did before.

I decided at that point that I should just have Future Shop put in a replacement system and new speakers.

I contacted Fine Details once again after this, informing them of what the tech at Future Shop had reported to me, and included a copy of what I had to pay to replace my system, which was over $400.

They never replied back to me, even weeks after.

I would highly recommend to any other person thinking of possibly utilizing any of this companies services, to completely avoid them, and protect your car from the type of damage that they caused to my car, knowing fully that the company will avoid taking any responsibly for the damage that they could cause to your car.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

Horrible experience. Below is my email to Noble that fell on deaf ears with $0 compensation or recognition of horrible service

Part 1 – Claim
I have reviewed your claim form on your website as you suggest and the problem with what you are suggesting and as I already mentioned to you on March 22nd is that at no point in time did your staff advise me to track what was coming off the truck. This was even despite me immediately advising the driver that the truck appeared to substantially be missing items. I in fact concentrated my efforts on directing guys where boxes and items were to go in the house and even helped unpack certain items (which you were paid for). Had I been advised to track all items and cross off the list, I would have done so.

This has now created a situation where I have half the items in my house unpacked and no ability to cross off what was on the original list. I therefore cannot fill out your form. Further on the day of the move, I called Twyla she informed me that I should sign the inventory form but qualify it to note that items were missing and that there was damage. I did as such as you will note on your copy. If you wish to get specific inventory numbers, I suggest your staff come to my house and go through all the items to cross off the list and see what is then missing. I do not have the time to do this.

Please accept this email as my claim.

My claim includes the following damaged items for now until I can review everything:
· Master Bedroom bedside table laminate chipped and damaged
· My front lawn was damaged by your moving truck

Because of the circumstances Noble has put me in with no ability to reconcile what was packed in Vancouver and what was “unpacked” or simply “moved” into the house or garage in Toronto, all I can do is to the best of my recollection advise of what is missing. That includes the following missing as mentioned to Twyla on March 19th and you on March 22nd:
· A Ikea Wall mirror approximately 7’X5’
· Hardware for my master bed (I am still stuck with sleeping on a kids bed in the mean time). See item 1 a) 1 below for my best explanation as to where the hardware is
· Legs to 2 Ikea side table (tops approximately 2.5’x2.5’)
· Legs and hardware for patio table
· Additional items that I can recall since my conversations with you and Twyla:
§ 2 of my kids bikes
§ 2 Garbage cans
Again this is only to the best of my recollection for today. The complete list of missing items cannot be made until after the first one the following happening:
1. Your staff comes to cross off the list via numbers on items and unpacked items moved on the 22nd (the boxes are still in the garage as your staff left them). I suggest this get done sooner than later to avoid dealing with more and more items that I will unpack.
2. I get to unpack all items (please note I work full time and then some and have 1 – 1.5 days each weekend to work at this until my family gets here first week in May). With this, I do not accept your 10 day “claim period” as this could take me much longer to unpack.

I would appreciate some feedback on the status of this claim by the end of the business day March 28th and feedback on options 1 or 2 above.

Part 2 – Complaint
As mentioned to you on March 22nd, you should be aware of the following that took place on this move:

1. Packing:
a. Your staff were not coordinated nor did it appear to have leadership. The following was the result:
1. I constantly had to revisit rooms where they your staff had already been and ask them to finish the left overs (misc. small item left behind)
2. I did not observe any proper tracking or packing of hardware for items that were disassembled nor was I advised how this was being done

2. Unpacking
a. Before paying for a full unpack, I requested to have this tracked instead and pay afterwards as I was not aware of how much unpacking I was going to need done. Instead Twyla noted more concern on getting paid first and said you either get to pay what we packed or all of it, no in between. In the end Noble has
b. I mentioned before anything was removed off the truck that it appeared several items were missing. This did not seem to bother or concern your staff into tracking things, just getting paid.
c. Your staff were uncoordinated nor did it appear to have leadership or a good attitude. The following was the result:
i. I was greeted by your driver with “need payment first”
ii. As this was being processed, I made chit chat and noted the nice weather. The reply was “I don’t know, I hate my job”
iii. Despite paying for everything to be unpacked, the driver started to argue with me that they will only unpack items that Noble packed. I had to convince that I paid otherwise and that we will take it box by box.
iv. Your staff had no rhyme or reason and needed me to constantly go back into rooms to show them how to unpack obvious things like:
a. taped together dining chairs. I had to tell them take the tape off and put them in the dining room next to the table.
b. All the garden tools. I had to tell them to take the tape off and unravel the tools
c. On and on…..they still left items behind unwrapped
v. Your staff would not clean up the left over boxes or paper and left everything on the back deck for “me” to deal with

All in all, I can tell you that I do not accept your argument in my discussion with you on March 22nd that this is “part of the industry” as there are too many disappointing factors to be coincidental and “part of the industry”. I have a family of 5 to deal with through this, never have done this before and have the company paying for everything. With this, I was expecting and told by colleagues that experienced movers can help in every way possible to help with this move. It seems I got the opposite and still have no definitive action from Noble other that explanations of logistics. Had a testimonial on your website or a blog on the internet or news media coverage noted a story similar to this, I would have either reconsidered the move, done more research, or spent more money on “professional movers”.

I am appealing for quick action in the interest of Noble’s reputation. Again, I would appreciate some feedback on the status of this claim by the end of the business day March 28th and feedback on options 1 or 2 of Part 1 above.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

I am not sure if this is the kind of story that you might be interested in but I felt so taken advantage of in dealing with this company that I feel compelled to reach out to the media and online world to share my experience.

I bought a Kijiji Deals coupon for a Toronto-based company called “Super Air Duct Cleaning ( superairductcleaning.net; 416-913-0704) to come and clean my ducts – it was advertised as $475 of value for $79. The only problem is that when you read the fine print on the coupon it informs you that every vent (including heat registers AND cold air returns) over 10 costs an extra $8. So the supposed $79 service was actually going to cost me closer to $300. While they were here they also tried to convince me that I needed to have my furnace cleaned – that was only going to cost a mere $389 extra!!

In the end I told them to stop before they even got to the basement because they were blowing dust all over the place and actually ripped the drywall in our living room trying to get the cold air vent off (haven’t these guys ever heard of an exact-o knife?). I refused to pay anything additional until I spoke to the owner of the company because the service guys refused to take responsibility for the damage to our living room wall. They then became abusive and threatening and in the end before storming out the house they actually disconnected our furnace so we had no heat until placing an after hours service call.

When I finally got a hold of “Annie” at the office (I had to call three times because she didn’t respond to my first two messages) I was told that she couldn’t help me because there was no record of the service being delivered since I hadn’t paid their representatives.

These guys are absolute rip off artists, completely unprofessional and shouldn’t be allowed to conduct business here.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

In December 2009, we decided to take advantage of the tax bonus depreciation and buy a new piece of equipment. Carl ** from Standard (now Jesco) located in Middletown, DE came out to our job site to see the type of work we were doing and what John Deere machine would work for us best. After watching our men at work (we have pictures of Carl on our job site), he recommended the John Deere 332 Skid Steer Loader with rubber tires. We purchased this machine for $36,000 (also $18,000 for the milling head and $6,000 for the broom). The machine sat in our garage until our paving season started back up in March of 2010, the machine was overheating from the start.

We contacted Standard now Jesco and Carl ** (our salesperson was no longer with the company), so we dealt with Bob ** who came out, recognized the overheating problem and explained that this was not the machine for us. Bob ** encouraged us to give Jesco $16,000 more to upgrade to the John Deere 333D Trak Loader. On 10/6/10, we did purchase the machine recommended by Bob ** and this machine overheated from the beginning as well! Since October 2010, we have made numerous attempts to resolve this situation, with no success. We finally got Jesco to agree to a meeting in our office on Thursday, July 21st with a Duayne **, Randy & Noah (a new salesman for Jesco that had nothing to do with either piece of equipment).

We were very disappointed that Bob ** was not part of the meeting. We never heard from either of the 3 men in that meeting, so I called their supervisor, Jonathan ** at **. All Jon wanted was to have permission to go on our job site to see the Caterpillar machine we were renting, because their machine does not work. I guess he wanted proof that we forced to rent a machine, while we make our payments on time every month to John Deere for a machine that does not work! You can imagine the financial impact this has had on our company. Loss of revenue when we attempted to use the John Deere and repeatedly broke down on jobs, having to rent a machine until this John Deere/Jesco issue is resolved, etc.

We asked the three men in the meeting to please take their machine back and release us from our financial obligation so we could buy a machine that worked from another company and no one has responded. They just ignored and when we finally do got someone to answer, they asked why we’ve waited so long. I have a paper trail of emails from the first machine purchased and repair bills for Jesco that proved that we have been in constant contact with Jesco and John Deere. We really need to know how we should handle this situation. The machine we purchased in 2010 has a two-year warranty. Please help!

I have also dealt with Duayne **, GM of Product Support for Jesco at **. I wrote him an email on Monday asking him to answer me in regards to our meeting on 7/21 and never heard from him. In my email, I explained that if I did not hear from him by end of business on Monday, I had no choice, but to contact Consumer Affairs. We never heard from him. I called his Manager, Jon ** at **, he was belligerent and asked to go on our job site to see the Caterpillar we had rented. We were told by our men that he followed them around for 2 hours videoing our crew in the Caterpillar. We never heard back from Jon. I finally got a live body at John Deere in Wisconsin and she (Marcia) said that someone would be in touch with me yesterday (Tuesday). We heard nothing. Marcia’s number is **.

We have done everything asked of us by Jesco as far as giving them $16,000 more dollars to upgrade our machine, brought it in every time it was asked of us at our expense and we continue to make our payments on time. This is not fair and we just want them to take their machine back, give us our money back so we can end our relationship with Jesco/John Deere and move on. We still have a few more months of good paving weather and we would like to get out this renting situation.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.