ComplaintsforCanadian Tire

• Initial Complaint

  04/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 20th, we learned that a heater we had purchased in 2017 had been recalled in 2019 due to risk of fire. We returned to the store on December 22nd with the two heaters we purchased and were given a $44.64 store credit ($22.32 each). I did not realize the value of these heaters until returning home where my husband told me that they are worth $99.98 each. I immediately called the store and asked to speak to a manager. I explained what had happened to the manager on duty and asked him to retrieve the heaters so I could return to pick them up. He told me there was nothing he could do for me and that I would need to call back and talk to a “cash manager” in the morning. I called at 10:30am and spoke with the lady who did the initial return and explained to her what happened. She said they offer the lowest retail price for that item when we do not have a receipt. On the recall website it states that: ?“Consumers should immediately stop using the recalled product and return it to the place of purchase for store credit or to obtain a replacement unit. Proof of purchase is not required.” I then asked to speak to the manager of the store as this is not acceptable. I left a message for Nicole L****** on her voicemail that day (December 23rd) explaining what happened. I received a call from Ben, another store manager on December 28th saying that he would offer me a replacement heater for $105/each plus tax. I do not think it is right that the consumer has to eat the cost of these faulty heaters. Since the initial return, I did find my original receipt that shows we paid $79.99/each (on sale from $99.98/each). **** ** ***** *** **** * ***** ******* **** ******** **** *** ***** *** They need to be honouring what the Government of Canada website is saying. *** ****** ** ******** *** * ** *** **** ********** ******* ***** ***** *************************************************************************************************************************************

  Business response

  05/01/2023

  I am not sure why ********* has created this complaint. 

  In my most recent phone conversation with *********, she tells me that she has found her original receipt.

  This is proof of the actual purchase amount, $99.99, for each unit.

  I advised that it was great news and she can now come in to acquire the remaining value of the returned heaters ($160.12 pre-tax), in addition to the partial refund she acquired ($19.93 x2) in December. 

  I am unsure if ********* come to the store to acquire the refund yet.

  Once she does, this complaint should be void as she will receive a 100% full refund on the original purchase from 5 years ago.

   

  Thank you

  Customer response

  07/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have never received a refund. I received a store credit for $44.64 total (for two returned units). Had I not found my original receipt, that was all the store was going to give me. **** ** * ****. The Government of Canada website states I can get a replacement-no receipt required. I have never seen a **** **** heater for $22.32 EVER. I asked for an equivalent replacement. I was told yes, I could get the replacement but I’d have to pay out of pocket for it. This is not right. I will gladly take two replacement units. As the consumer, I  should not have to put out money for replacements when the item has been recalled. It’s not the consumers fault that Canadian Tire chose to sell faulty items (especially ones with their *********** brand). Not many people would hold on to their receipts for their entire lifetime nor should they have to. A big company like Canadian Tire should be working with consumers to make things right when they sell faulty and dangerous products. 
  
  Sincerely,
  
  ********* **********

  Business response

  10/01/2023

  1) ********* has found the original receipt of purchase, therefore I have offered over 7 days ago for her to come into the store and receive the remaining balance of the store credit. ********* has not come in to receive the credit as of yet. 

  2) ** ******* ** *********** ***** **** ******** **** *********** ** ******** ** * ***** *** **** *** ***** ******* ******* I run the operations of the Cranbrook location and have no influence over the recalled product policies held by the Corporation. 

  3) What else is required on my end to complete this file? From my view, I have communicated the recommended option for ********* to bring the receipt to the store so we can give the remaining store credit owed, and this is the extent of my obligation for this case.
  

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩