Im what I think to be an educated consumer. I often go online looking for info prior to making any big purchases. I used to sell electronics for Sears Canada for about 2-3 years. I know most defects, other then general wear and tear would be in the 1st year. I know Panasonic had one of the best quality products, with fewer defects coming from the manufacturer.
Anyway about a year ago I purchased a home and went online to get two 42″ Sony TV’s from futureshop. I did look @ Sears first,and the price couldnt be beat. (other then price match)
I placed the order online and it was flagged. I called and they said I used the wrong phone number. This was solved and the order was to go through. But YET AGAIN it was flagged, I think it happened 3 times in total. So I called to see what had gone wrong ? The female who got the phone had a very strong accent, and poor english. I was unable to understand her, so I asked that she put me onto a different associate. Her response ? She ended the call on me. So I went online and cancelled the order.
I had 5 appliances on my futureshop credit card at the time that were yet to be delivered. I wanted to cancel them also and say “to hell with them.” However the wife wouldnt let me. I decided I would call futureshop to complain. I recorded all my attempts, they told me there was no way to speak with a manager, the refuse to provide the presidents info, and in the end did zero for me.
The business went to Sears along with the futureshop flyer for a price match!
Now fast forward a year, its boxing day and futureshop has some great deals online. As much as I hate them I like shopping online and unlike what some say here I do feel the prices are good. Weather or not they have a big mark up is not my concern. They are a business, and as such they want to make money. I dont fault them for that. I dont fault them for trying to push a warranty on a purchaser. With that said I go online and order two 50″ Panasonic Plasma TV’s, and I am aware they are an older model. None the less I do the order. As per what the site says I also modify all my personal info.
So now the order is done and I am waiting on delivery. I had to re-book the delivery as I wasnt going to be available on the selected day. On delivery day I got a call three times from a number I wasnt aware of. I called back 3 times,but no answer. Then at 5pm EST I get a call from a local futureshop office. They asked me if I was home, to which I told them “yes.” They said the driver had come and I wasnt home. She would call the driver and call me back. I never got a call back, so I called only to find out they were closed. I waited for the entire delivery window, however it was a no show.
The following day I go online a notice my shipping address is wrong, however the postal code showing was for another street with THE EXACT SAME NAME as my street. I live in Ajax Ontario and the postal code belongs to an address is Pickering Ont, just west of where I live.
I go online and I fix this confused as to what happened. How did a postal code get on file for a street with the same name as mine ? Did I type it in error ? Looking at the keyes on the keyboard I dont see how I could make that error. Then I recall Im in a newer area, and when I bought my appliances the system at futureshop forced a postal code. Did this happen again ?
So now I call back the number that called me, I called three times but no answer each time. I call Purolator but they have no record of my address or any delivery attempt. Ive now spent the better part of 30-40 min on the phone to resolve this. I call the futureshop number from the website. I mention the postal code issue, to which I was told “I must have entered it wrong.” I think I should play the lotto because I entered the wrong postal code for a street that had the exact same name as mine! Id say the odds of that are slim. ANYWAY the rep at futureshop tells me the shipper does have the correct postal code and tells me what it is. Again re-states that I entered the wrong postal code. I then proceed to ask him what happened to my delivery ? If he shipper has the correct info why did they not show up ? I tell him about the call I got and the return call that I didnt get! He tells me a note with left for me! I proceed to tell the employee at futureshop I was home, I got a call and no call back, I got no nope, and I had nobody come to my door. I have a dog, if my door bell went or the door was knocked there is no way I wouldnt know. I said there are/were no cars outside to make room for the truck but unless they came prior to 4pm (the window was between 5-9) there was no way.
I told the rep I dont think I should pay for delivery, he said there was nothing he could do. I corrected him, there was indeed “cancel the order.” So a $2300 order was cancelled, making that the second time I have done that with futureshop. When he asked my why I told him, “Customer service is of key importanace, I was home, I did what I was to do, futureshop didnt! Secondly I will (again) take your flyer/print screen and take my business some place else.”
As of now I still feel the prices are good at futureshop, and dont like the fact that the competition Best Buy is one in the same (in terms of ownership). However I will, despite price do my best to not spend anymore money at futureshop. I will take a little longer,shop around and take advantage of price match as most retailers have that policy. Heck why not! Let futureshop put out all the fancy adds they want, take it to Sears, 2001, etc etc etc.
