On Friday Feb 2, 2007, I purchased a Hitachi 51” television & 3-year warranty from Leon’s in Peterborough, Ontario. The sales associate explained to me that they were creating a list of people to buy them because they were getting 2 shipments of them. The first shipment of 6 would arrive the following week & the second shipment of 10 was coming on Feb. 15, 2007. I was told originally I was # 8 on the list. So, I put down a $200.00 deposit to hold my spot on the list. When the 15th rolled around I inquired as to why I hadn’t been called to set up delivery time and was told that the T.V. had to come from Vancouver now, so they would be delayed until the middle of the following week.
When Friday arrived, still with no TV, I decided to go back to the store to try and get a straight answer from the Sales Associate who I had bought the TV from. He told me that the TV’s had now been delayed in Winnipeg by some CN Rail strike. His new date was now Wednesday or Thursday of next week.
With no word again, my wife called to speak to the manager (Feb.28, 2007). As the “floor manager”, was busy with a customer, a message was left for him to return our call. This manager never bothered to return our call at all. The sales associate did call however, leaving a message. Again, an un-kept promise that the TV would be at the store for the weekend, and delivery would be on Saturday (Mar3rd, 2007).
Sat. Mar. 3rd, 2007 had finally arrived and my wife and I waited with anticipation. However, no TV & no Phone call.
On the following Monday, my wife & I went in to the store and asked to speak to the Manager & was able to finally speak with a floor manager (the same person who didn’t bother to call us back), who told us that it was all Hitachi’s fault and the TV’s would be in on Tuesday (Mar.6th, 2007). So, delivery would be on Wednesday Mar.7th, 2007. During this visit, we discussed the inconveniences that had occurred during this “waiting period”. We inquired about if he felt compensation for all the hassle & inconvenience were warranted. He arrogantly replied, ”I can’t do anything at that price”, “I can’t take anything off a warranty” and “There’s a waiting list, if you don’t want it, someone else does”.
I was extremely surprised and disappointed that this is how they feel they can treat people shopping locally to help the community. I will never shop at Leon’s Peterborough again & might never shop at any Leon’s for the way they acted in this situation.
Finally, Wednesday March 7th, 2007, our Hitachi 51” T.V. with extended warranty, arrived to our home, 1 month & 5 days since our deposit was paid.
ShopAware Investigates
ShopAware.com contacted the owner of Leon's Furniture, Peterborough and received the following reply: "I was very disappointed with the treatment received by BoDuke. As soon as I read the article I phoned BoDuke and had a long discussion with him. I explained what had happened to the Hitachi 51" TV as the delay was North America wide. My problem, however, was not the delay with the TV but the treatment he received from my staff. Each Sales Associate is constantly reminded to communicate with their customers, let them know about delays or problems. BoDuke was informed but not often enough. The floor manager had no right to be curt with BoDuke, his frustration with this shipment should not have been taken out on a customer.Let us all remember that Retail is a CUSTOMER SERVICE INDUSTRY and each customer must be treated with respect and courtesy."
Tom, Store Owner.
ShopAware.com applauds Tom's immediate action in this matter. Tom was proactive in rectifying the situation with BoDuke and BoDuke will be returning as a customer.
BoDuke has changed his overall rating of Leon's Peterborough from 1 diamond to 5 diamonds thanks to Tom's actions.
