Piglet
03-19-2008, 03:46 PM
UPDATE:
I just got off the phone with the Regional Manager and was told that the stores were incorrect. The policy is as written on the receipt and there was a huge miscommunication in Alberta and BC. The Regional Manager apologized profusely for the bad experience I had and told me that she has personally been in touch with all the stores in the BC and Alberta to correct this problem. I also have her direct line if I ever have a negative experience in any of the stores. I am very happy with the outcome and the quick action by the RM!! I guess I have to go back and buy all the cute outfits I just returned...
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I wrote about this on Kid Wear a few months ago, but wanted a special head's up to the Canadians...
A few months ago I went to TCP in Southcentre (Calgary) and noticed that the PJs I bought had gone on sale. No problem, I had my receipt and it was within 2 weeks of purchase, so I went to get a price adjustment. The cashier rudely told me that I had to have the items with me in order to do a PA. I told her that both the back of the receipt and the policies that were written at the front of the store did not make any mention of bringing the items with me for the PA. She called the manager and the manager (rudely) told me that it was a new policy given from corporate and that they would now only do PAs for unwashed, unworn merchandise that was brought into the store. She told me this was because of "abuses" to the PA policy around Boxing Day (side note - it is not an ABUSE of a policy, it is USE of the policy as outlined). She then told me that "just this once" she would honour the PA. Gee... thanks!
When I got home I called the Customer Service number (1-877-752-2387) and was told that the store didn't handle the issue correctly and that there was no change to the PA policy. I left it at that, figuring it was a one-time mistake.
Fast forward to 2 weeks ago... I went in again and bought a bunch of clothes for the kids. I made a point of asking about the PA policy and was told the same thing. I have to bring in the merchandise in an unworn, unwashed, etc, state. I again questioned the policy, but this time, the manager didn't even come to see me. She decided that yelling across the store would be better!? I bought the clothes and asked for the number for customer service (in case I was calling the US number and needed the Canadian number). She gave me a card with the same number. I called C/S and they again apologized for my experience in the store and this time told me that the District Manager would call me back. They also sent me some "15% off your next pruchase" coupons.
The District Manager just called me today (after waiting for 2 weeks). I explained the problem and she was worse than the store manager. She told me the same thing and then went on to say that it would be the policy right across Canada. She explained that the Regional Manager (for Canada) has decided to change the policy. I told her that the till tape and policies written at the till did not state the new policy and she made something up about how it can take a year to reprint everything and that for now they were educating their customers verbally. I was not impressed with this conversation because even she could not spell out the new policy. She told me that there had been abuses of the policy with people trying to do a PA 3 or 4 weeks after the purchase (yeah, but then they aren't following the policy as outlined on the till tape). I again asked about what happens if I bring my receipt within 2 weeks and she said that they would "prefer" that I bring the merchandise. What kind of policy is that? I also mentioned that it is one thing to have a policy like that for an adult store, but a kids store has a client base that has kids. It is no picnic to carry all the merchandise with me everytime I go to the mall - her answer was that I could always go home and get my merchandise once I saw that it was on sale! Yeah, I am going to drag my 3 kids with me to the mall and then home and then to the mall again? I don't think so!
Funny enough, I got off the phone with the DM and called C/S again and again was told that the policy has not changed and that goes for Canada too... I am waiting to hear back from C/S. I think this might be the end of the ride for me, since this seems bigger than a simple mix-up at the store level and I am assuming the only way to get this policy changed is if TCP changes something internally (between the US and Canadian branches).
So, what I am wondering is has anyone else had an experience like this in Canada since the new year? I can state with certainty that if this is the new policy at TCP, I will not be shopping there anymore. I hardly shop there as it is, but this attitude takes the cake. I much prefer dealing with professionals and will stick with stores that have clear policies and better management.
If I get anywhere with this, I will post back!
I just got off the phone with the Regional Manager and was told that the stores were incorrect. The policy is as written on the receipt and there was a huge miscommunication in Alberta and BC. The Regional Manager apologized profusely for the bad experience I had and told me that she has personally been in touch with all the stores in the BC and Alberta to correct this problem. I also have her direct line if I ever have a negative experience in any of the stores. I am very happy with the outcome and the quick action by the RM!! I guess I have to go back and buy all the cute outfits I just returned...
__________________________________________________ __________________________________________________ ___
I wrote about this on Kid Wear a few months ago, but wanted a special head's up to the Canadians...
A few months ago I went to TCP in Southcentre (Calgary) and noticed that the PJs I bought had gone on sale. No problem, I had my receipt and it was within 2 weeks of purchase, so I went to get a price adjustment. The cashier rudely told me that I had to have the items with me in order to do a PA. I told her that both the back of the receipt and the policies that were written at the front of the store did not make any mention of bringing the items with me for the PA. She called the manager and the manager (rudely) told me that it was a new policy given from corporate and that they would now only do PAs for unwashed, unworn merchandise that was brought into the store. She told me this was because of "abuses" to the PA policy around Boxing Day (side note - it is not an ABUSE of a policy, it is USE of the policy as outlined). She then told me that "just this once" she would honour the PA. Gee... thanks!
When I got home I called the Customer Service number (1-877-752-2387) and was told that the store didn't handle the issue correctly and that there was no change to the PA policy. I left it at that, figuring it was a one-time mistake.
Fast forward to 2 weeks ago... I went in again and bought a bunch of clothes for the kids. I made a point of asking about the PA policy and was told the same thing. I have to bring in the merchandise in an unworn, unwashed, etc, state. I again questioned the policy, but this time, the manager didn't even come to see me. She decided that yelling across the store would be better!? I bought the clothes and asked for the number for customer service (in case I was calling the US number and needed the Canadian number). She gave me a card with the same number. I called C/S and they again apologized for my experience in the store and this time told me that the District Manager would call me back. They also sent me some "15% off your next pruchase" coupons.
The District Manager just called me today (after waiting for 2 weeks). I explained the problem and she was worse than the store manager. She told me the same thing and then went on to say that it would be the policy right across Canada. She explained that the Regional Manager (for Canada) has decided to change the policy. I told her that the till tape and policies written at the till did not state the new policy and she made something up about how it can take a year to reprint everything and that for now they were educating their customers verbally. I was not impressed with this conversation because even she could not spell out the new policy. She told me that there had been abuses of the policy with people trying to do a PA 3 or 4 weeks after the purchase (yeah, but then they aren't following the policy as outlined on the till tape). I again asked about what happens if I bring my receipt within 2 weeks and she said that they would "prefer" that I bring the merchandise. What kind of policy is that? I also mentioned that it is one thing to have a policy like that for an adult store, but a kids store has a client base that has kids. It is no picnic to carry all the merchandise with me everytime I go to the mall - her answer was that I could always go home and get my merchandise once I saw that it was on sale! Yeah, I am going to drag my 3 kids with me to the mall and then home and then to the mall again? I don't think so!
Funny enough, I got off the phone with the DM and called C/S again and again was told that the policy has not changed and that goes for Canada too... I am waiting to hear back from C/S. I think this might be the end of the ride for me, since this seems bigger than a simple mix-up at the store level and I am assuming the only way to get this policy changed is if TCP changes something internally (between the US and Canadian branches).
So, what I am wondering is has anyone else had an experience like this in Canada since the new year? I can state with certainty that if this is the new policy at TCP, I will not be shopping there anymore. I hardly shop there as it is, but this attitude takes the cake. I much prefer dealing with professionals and will stick with stores that have clear policies and better management.
If I get anywhere with this, I will post back!