screw "Mom and pop stores" like the Polytechnic Hardware Store, go to the big guys!

homiehomim.blogspot.com/2009/03/screw...

I have never seen such a backward way of treating customers…

This all started when I needed to do the X-clamp fix for an xbox 360 that I have. (Thanks to MS’s flawed design, the thing overheats and breaks down). Anyways, I decided to go hunting for the parts I needed. I went to Canadian tire, did not find what I needed. Did a quick search on google and found this little place called Polytechnic Hardware Store. It’s located at 131 Dundas ST E.

I go there, open the door, I see two guys. There was one guy (Karim) on the counter seemingly helping what I would call a customer, I don’t know what this store calls them though; the other guy (Bob) he was standing in the middle of the store. I asked Bob for help. He was very friendly and did so. He started searching to find specific screws and washers that I gave him a sample of. One minute into searching, he said that Karim knows the store better and so he started searching for the screws and washers.

Karim found the screws (after trying to force me to get another size that he found first) and fibre washers in less than 2 minutes. Then tried to force me to get metal washers that were “close” to what I wanted, after I said no thanks I’ll just take what I actually want. He looked displeased and mumbled some stuff. So I pay exactly 3.96 with tax and leave.

I go to Canadian tire to get the metal washers. Did not find what I wanted. So I decided to cancel the project all together and maybe find a kit online or something for cheaper (found a good deal on ebay).

I call the Polytechnic Hardware Store, Karim picks up. I greeted him nicely and identified myself as the person who just bought the screws and the washers. He responded with “what do you want?” I then asked if they had a refund policy and he flips out on the phone. He is like “what you want your one dollar back?! I spend an hour looking for screws and now you want to give it back?! I will take %10 off!” I responded with “calm down, you only took 5 minutes, I am not using the screws anymore so i want a refund.

I go back, the store is closed. Karim was in another store during his stated open hours. I wait outside for a couple of minutes then he comes and unlocks the door and starts talking s***.

KARIM: “aren’t you ashamed?! Coming back for one dollar after I spend one hour for you?!”

Me: “ you did not spend an hour, it was barely 5 minutes. I need to work for my money and if i’m not using the screws I want a refund.”

KARIM: “you don’t know what work is! Coming back for one dollar!”

Me: “it’s 4 dollars and if it isn’t important to you then you should not make a big deal out of it. Is this how you treat your customers? You are very rude!”

KARIM: “you are not a customer! Don’t tell me how I should treat customers!”

Me: “yes I will tell you how to treat customers. You just lost one! Give me my money!”

KARIM: “Here! Don’t ever come back!”
Me: “Don’t worry I won’t.”

He also gave me less than what i paid for and less than the stated %10 off the refund.

I have never understood places or service providers who would actually yell at their customers. I would understand if a service or product was poor but the provider would usually be apologetic and polite and try to solve the problem. I guess big corporations like Canadian tire are the best for a reason. I will never buy anything from this place again, even as a last resort. They have lost a customer for life. Stores will never learn until they start feeling the financial losses that could have been saved just by actually trying to be a little bit nicer.

Note: the names are made up. those were not their actual name.