Tag Archives: Retail

No Muss, No Fuss… When It Comes to Returns, Costco Gets It!

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This is a photo of a Costco Storefront

As much as I enjoy shopping at Costco, some of their customer service issues really drive me crazy! Whether it’s the frustration of not being able to find assistance while in the warehouse, or how customers have to wait in long lines just to purchase one or two items, I still feel that they have lots of ways to improve their experience. But today I’m going to tell you about the one thing that Costco gets right, and masters, time and time again.

As an expert in the customer service industry, I’m extremely impressed with Costco’s ability and willingness to deal with returns. Costco provides members with a no muss no fuss warranty policy, as I learned, last year, after purchasing a car battery at their Downsview location. Much to my surprise, the battery died after only six months, and despite not being able to find the receipt, I decided to take the battery back to Costco to see what they could do. The associate immediately looked up my receipt via my membership card and exchanged the battery for a new one….no questions asked. Six months later I had the same issue and I took the replacement battery back to the store, expecting an argument, if not at least some suspicious stares, but once again, the employee made the exchange quickly, efficiently, and without asking any questions.

In more recent times, I decided to put Costco to the test after I bought a package of three rib eye steaks for about $40.00 (boy, meat and steak prices have really increased over the last few years!). When we ate the steaks, my wife and daughter complained they were tough and really fatty, and I completely agreed.  That evening I called Costco and told them about our negative experience. The lady on the phone was very apologetic and disappointed to hear what had happened, and with no hesitation, whatsoever, she told me to return to Costco with the receipt and they would give me a full refund on the steaks.

I was so surprised by her gesture, I clarified that I couldn’t give the steaks back as they were already consumed and the lady said, “Don’t worry about it! We want you to be happy and satisfied with the product”.

While I begrudgingly accept some of the customer service issues associated with a warehouse operation, clearly Costco is a company that stands behind their products, and to me that’s almost as important as great customer service. I know that Costco isn’t for everyone but you may want to consider them for certain shopping needs.

Costco
1-800-463-3783
www.costco.ca

 

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Flexing my Blogging and Retail Muscles…..Cheryl is Taking Over the Blog to Tell you About Arc’teryx

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Arteryx Logo with hikers in the background

When I joined SQM and heard about David’s blog, I asked if I could write about some of the amazing experiences I have had. As a Yelp Elite Blogger, I thought this was a no-brainer, so the verdict is in and I am taking over the blog for the week.

As a deal hunting, fashionista, I love to shop and flex my retail muscles during a great session of retail therapy. I’m always on the lookout for the next best thing, including those hidden treasures that all of your friends ask you about.

Recently I struck gold at the Grand Opening of Arc’teryx at Yorkdale Mall. Arc’teryx is a premium clothing and sporting goods company that provides customers with gear to perform in extreme weather conditions.

Traditionally, when you line up for a grand opening, the store makes you stand in line like cattle, until the very last minute, when they officially open their doors, but Arc’teryx’s event was done in a much better way. My friends and I arrived at 4:30 am for this well promoted event, yes you read that correctly….4:30 am! Upon arrival, we added our names to the list being held by the Arc’teryx organizer.

Around 6:00 am we were brought into the mall where we were given water bottles, cupcakes, cookies, custom Nespresso beverages, and gluten / dairy free granola bars. The fun didn’t stop here, though, with the promoters throwing Arc’teryx t-shirts into the line to excite us while we waited. About an hour later Breakfast Television began filming their segment on the new stores within Yorkdale Mall and they gave us all $50.00 gift cards for being the first people in the new section of the mall.

Finally, Arc’teryx had gifts for everyone who attended their grand opening. Everyone went home with an orange goretex lunch box and the first 50 people in line received even more. The first ten people in line received an $800 shell jacket, while the next ten guests received a $300 insulated jacket (I was in this group) and the remaining thirty guests received backpacks filled with gifts like hats, trail mix, flasks and note books.

Arc’teryx knows the keys to retail success! I highly recommend Arc’teryx and can vouch for their high quality product, and amazing customer service.

Arc’teryx
1-866-458-2473
www.arcteryx.com

 

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Top 5 Things to Do Between Now and the End of May

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This week, we are sharing another one of our “Top Lists”. There have been countless events so far in the month of May. These include, but are not limited to, Canadian Music Week, Victoria Day fireworks, and concerts for Beyoncé, Justin Bieber, and Selena Gomez. As for the rest of May, here are our top 5 picks:

1. Doors Open Toronto Festival
From May 28th to 29th, buildings across Toronto will open their doors to the public! This will be the perfect time to visit museums, art galleries, and some of Toronto’s great historical sites.

2. Contact Photography Festival
Until May 29th, Toronto celebrates the 20th anniversary of the Contact Photography Festival. Both local and international artists are getting their work featured in museums and art galleries. Visit one of the participating venues to get inspired by Toronto’s top talents!

3. Inside Out Film Festival
Starting May 26th, the TIFF Bell Lightbox will host films about and made by members of the LGBT+ community. In addition to the films, the festival will feature panel discussions, artist talks, and art installations.

4. Toronto’s Chocolate Tour
Satisfy your sweet tooth on May 29th by sampling sweets made by Toronto’s chocolatiers and bakers. Guided-tours through the beautiful Fashion District will be available to introduce you to the best sweets that the city has to offer.

5. Murder Mystery Scavenger Hunt
A curator has been murdered, and it will be up to you connect the dots and solve the mystery on May 29th. Visit the Royal Ontario Museum to participate in a gripping tale of greed, lust, pride, and revenge.

 

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Toronto Zoo is the Habitat for Everyone

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For many years, I’ve been a big fan of what is considered a crown jewel of the GTA…The Toronto Zoo.

The Zoo is a place that I never get tired of visiting, over and over again. Every time I go there, whether for the arrival of a new baby animal, the beautiful scenery, or to just walk, jog, or hike around, there’s always something new and interesting going on. 

Aside from just visiting with the family, the zoo also has a number of education and camp programs, which include: school visits, zoo camps, youth badge programs, adult programs, and overnight stays. Whether it’s the Critter Cruisers for toddlers aged 2 to 4, the EnviroRangers program for ages 4 to 14, or the adult Zoo Membership program, there truly is something for everyone and every age group.

An exciting and upcoming event this weekend is International Migratory Bird Day, when The Toronto Zoo, in collaboration with Parks Canada, will be helping visitors learn to identify local birds as well as provide short guided bird walks. As for the rest of this month, you can look forward to World Turtle Weekend, the Walk to Make Cystic Fibrosis History Day, and the Raise Your Glass For Rhinos event.

While the zoo is an amazing place to visit at any time of year, one tip that I have for you is to consider going during either the early spring or the fall. At these times of year the weather is neither too hot nor too cold and the animals are generally more active.

Toronto Zoo
2000 Meadowvale Road
Toronto, ON M1B 5K7
(416) 392-5929
torontozoo.com

 

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Top 5 Things to Do on Mother’s Day

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Every once in a while, people ask us for recommendations on places to go and things to do, both in Toronto and around the world. To answer these requests, we’ve decided to change things up a bit, and while SQM Picks normally highlights a specific business or an organization, from time to time we will be sharing some of our “Top Lists.” On that note, with Mother’s Day right around the corner, we present to you the Top 5 Things to Do on Mother’s Day:

1. Visit a Spa and Hair Salon
Show your appreciation for your mother’s hard work and dedication by taking her out to a spa and/or hair salon. She will love being pampered and appreciate the much-needed respite.

2. Take a Shopping Trip
Will the weather not be up to par on Mother’s Day? Taking a trip to another city to go shopping may just brighten up the day. You can even get 50% off your bus ticket when you become an SQM Representative!

3. Eat a Healthy Brunch
Explore your city for a restaurant with a healthy menu, and then take your mother out to brunch there! She will love your consideration for her health, and be pleasantly surprised by how healthy food can be delicious at the same time.

4. Visit an Art Museum
Toronto has numerous cultural institutes that warrant a visit. Which special exhibitions or permanent collections would interest your mother? From the Bata Shoe Museum to the Art Gallery on Ontario, there is something for everyone. Don’t forget to keep a lookout for Mother’s Day specials.

5. Plant Some Flowers
Give your mother some flowers that will last more than a couple of weeks in a vase. Purchase some flowers and basic garden tools to get started on this activity. Whether you plant a garden full of flowers for or with your mother, it will show how much your love for her grows and grows.

 

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LED Bulbs are a Bright Idea

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Normally, I would highlight a business or an organization, however this week, something has been on my mind, as I’ve been debating about the usage of LED bulbs.

While some people say that LED bulbs help them save money, others say the opposite. Most people say that the bulbs save the most energy and last longer if they are of good quality, however, the biggest challenge to their acceptance may be that they are expensive.

That said, there are occasionally significant savings on the bulbs, by keeping an eye out for sales and online coupons. By applying this method, a $15.00 to $20.00 LED bulb could become only $5.00 to $7.00, which makes it easier to justify the purchase.

One thing to keep in mind is that you may run into an issue with the dimmer switches, which must be compatible with the new bulbs.  I’m told that some dimmers can cost up to $100.00, so you have to keep this in mind when considering a changeover.

Recently, when one of my friends built a new house, it was twice the size of their old one, but they have insisted that they are paying the same electricity bill as the old house, mainly because of the new LED bulbs.   

The debate continues, but I am nonetheless very happy with my LED bulbs. They save on energy, can be purchased at a significant discount, and have the bonus of helping the environment.  In the end, whether you are converting one room at a time or all the rooms at once, LED bulbs seem like a bright idea.

Toronto Hydro Corporation
500 Commissioners Street
 Toronto, ON M4M 1B4
(416) 542-8000
torontohydro.com

 

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Best Buy Is Plugged Into Customer Service

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A few months ago, I went into Best Buy because my daughter needed an iPad keyboard case.  Since there was a case on sale and it was a brand name that we had trusted over the years, we bought it immediately.  A couple of weeks later, however, the case had a crack in the corner, so we had to return to the store for a replacement.

During the second visit, my daughter chose a case of the same brand as last time, but decided on a different colour.  Apparently, this colour case was not on sale and was approximately $30.00 more without then discounted model.   When we were doing the exchange, I informed the employee about what had happened to the last case, and she immediately obtained approval from a supervisor to provide the added courtesy of allowing my daughter to choose the different coloured replacement at no additional cost.  When my daughter and I left the store, it was with a smile on both of our faces.

Our smiles turned into frowns when a few weeks later, the case had yet another crack.  Perhaps it was due to a manufacturing issue, as the crack was in the same location as the last one.  By this time, my daughter was very upset and annoyed with the brand (note to brands…even 10 year olds have a say in certain purchase decisions).

When we went back to Best Buy once more, we picked out a new case, made by a different company.  Although this case was now $10.00 more than the previous case, we reasoned that it would be worth it if it worked properly.  At the service desk, I again explained why we were back at the store, and that this is now the third time in less than a month that we were having issues with the original product / brand. Immediately, the employee apologized for what had happened and did an exchange for us, again obtaining management’s approval to exchange the product at no additional cost to us.  Once again, when we left the store (a third time), my daughter was happy with her new case, and I was happy with not having to pay again and again for an item.

The Best Buy employees that we encountered were efficient, pleasant, and knowledgeable and clearly attempted to put the customer first.  With the increase of online retailers, sales and electronic stores like Best Buy have taken a hit, however, based on my recent experiences with the store’s excellent customer service, I would suggest that there are still numerous benefits to doing business with such a company.

Whether it is the chance to actually experience the product before you buy it, the company’s willingness to price match, and perhaps most importantly, demonstrated commitment to putting the customer first, I believe the company is heading in the right direction.

Best Buy certainly seems to be plugged into customer service….well done!

Best Buy Canada
1-866-237-8289
bestbuy.ca

 

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