Following is the full text of my letter of complaint to Future Shop Headquarters. The letter gives the full background, so it is self-explanatory. I forwarded it to the BBB of Quebec and complaints.com. Please let me know if there are other places I can publish it. Thanks._________________________________102 – 1975 De Maisonneuve Boulevard West Montreal, QC H3H 1K4April 15, 2006Future Shop Canadian Headquarters Customer Support Department 8800 Glenlyon Parkway Burnaby, BC V5J 5K3Subject: Sub-standard customer service at Future Shop Montreal Dear Customer Support Representative:I have experienced sub-standard, unprofessional customer service at one of your downtown Montreal stores (Montreal Forum branch: Unit 108 – 2313 Sainte-Catherine Street West, Montreal, QC H3H 1N2). Although there are no outstanding monetary reparations, I felt it important to report to you my experience should you find it useful to improve your customer service performance. If you do so, you will save other customers the aggravation and embarrassment that I have felt.On Thursday, March 30, 2006, I went to the computer department in the above-mentioned Future Shop store. I picked up a computer monitor for purchase. The total cost came to $954.69. I had thought that I possessed a $500 gift certificate. However, it turned out that the certificate had $60 on it. The salesperson did not notice this discrepancy and charged my debit card the amount of $454.69 (the cost minus the assumed gift card balance). I have decided to refund the debit charge and to figure out the gift card issue later. The salesperson spoke to Mr. Aldin Thomas who explained that the refund could not be provided immediately (some vague technical reasons were given) and assured me that the amount will be refunded that same night or by the next day at the latest. On Friday (next day), the money had not been refunded by around 4 pm., so I called Mr. Thomas who was busy. I asked the person who answered the phone to make sure that he calls me on the same day. When Mr. Thomas did not call, I went to the store at about 8:45 pm (the store closes at 9pm). and asked to see him. He had already left, though my phone message was there on the cashier’s desk. I spoke with Mr. Dominic Grosleau who was brought in when I asked for the manager. He told me that he can not do anything and that I have to come the next day to see Anthony. He assured me that I will received my refund when I see him. Theressa, another employee, informed me that she sent out an email to the Royal Bank in order to receive the refund. This was probably the only helpful and professional employee among the many that I met throughout this lengthy and unnecessary experience. On Saturday, I went in to see Anthony who contradicted his colleague and informed me that I will not get my money before Tuesday! I asked him to refund my gift certificate balance which he did, though only reluctantly. I also asked him to ask Natalie (the store manager) to call me. I assumed that at least the management would be able to provide me with authoritative information regarding my refund. On Tuesday, April 4, 2006, I went to the store again. The store manager, Natalie, had not called me by then (nor has she done so ever). Luckily, though, the authorization was received and a refund was issued with the help of Theressa and Fred. Had I not received the refund by that day, I would have filed a small claims court complaint the next day which would have obliged the store to not only refund the money I paid, but also pay for the legal complaint filing fees and the store’s legal fees. Please note the following:
- All along, the customer service representatives were (with a few exceptions) incompetent, defensive, non-empathetic, and ill-informed of what their colleagues have done to resolve the matter. They contradicted each other’s statements (such as the date I will receive the refund).
- I did not even complete a purchase at the store for this to be a refund issue. Basically, I have given Future Shop my money on Thursday and they locked it up until Tuesday. This is the first time that I hear of the inability of a company to instantaneously refund debit card payments!
- Any customer service focused company realizes that the solution to errors is a prompt resolution and a gesture of goodwill. I would have been happy had the manager of the store called me to assure me that she is doing her best to resolve this matter. Instead, she never called as Anthony had promised. I don’t even know if she was informed of the matter.
- When I was refunded my money, Fred asked Theressa to issue a $25 gift certificate for me. I interrupted their exchange stating that I do not wish to receive this certificate and that I will take my business somewhere else.
- When I tried to obtain the full name of the store manager in order address a copy of this letter to her, I was denied my request. That is strange since I was given two business cards having the full names of their respective employees which implies that employee names are not ’secrets’. I wonder if Future Shop managers are afraid of some form of customers reprisals given their company’s abysmal customer service.
Due to the way that Future Shop has dealt with my problem, I will discourage all my friends from shopping there. This letter will also be posted on several web sites in order to discourage other customers from shopping at Future Shop until such time that this company takes visible steps in order to improve its customer service. Please see carbon copy list below. Sincerely, Ahmed Al-Saadi cc. Branch Manager (Natalie), Future Shop, Montreal Forum Centre branch cci.Better Business Bureau of Quebec ccii.Complaints.com cciii.Futureshopsucks.com
