Canada Post & Futureshop - Raj Wadhwani - ContactCenterWorld.com Blog
Recently ordered some new monitors and purchased online with Futureshop (part of Best Buy). Shipping was by Canada Post and I got a note to say they were ready for collection at the local postal outlet. When I got there one of the monitor boxes was in a real bad shape - looked like it had been mauled by a bear - had chunks taken out of it and had obviously been taped back by Canada Post. Concerned about damage, I had the postal outlet add a damaged sticker and stamp it to say it was damaged and I was told to call the number on the sticker if I had a problem.
I got home and unpacked the box. I called the Canada Post number because the monitor was cracked and bent way out of shape. The agent I spoke to was friendly but not helping much - I asked for her to explain what happens and it was like trying to get blood out of a stone. I had a monitor that clearly was useless and she would not explain anything about what happens - al she said was that I would contacted by the claims department. she would not tell me what they do or how they work - I said "look, I want to know if I should get another one or what I should do" and she would not tell me. I asked when I would hear from the other department and she said "not today" - so i replied "when?" she said reluctantly, you would hear by 30th August - it was 4th August and I would have to wait 26 days? crazy!
Anyway, frustrated I then called Futureshop online store for help and they said I could take the product into the local store for an exchange. I did that and the manager Stewart was fantastic - he was surprised I was told to do that as they are a separate entity from online but he helped out - his customer service staff were not as helpful, they always seem to make me feel like I did something wrong or that I am 'evil' when I take anything back, but he was great - exactly what I would have expected and really appreciated his help - his staff would not accept a printed copy showing what I ordered or let me log on to Futureshop online - he went one better and took me to a place where there is a kiosk in store so i could access my order and print off a copy - why his staff could not do this beats me.
Anyway, Canada Post - BIG thumbs down on service
and BIG thumbs up to Futureshop in particular Stewart!
Publish Date: August 9, 2011 5:12 PM