Jade P.

I made an online purchase, which I almost immediately changed my mind about and wanted to return. According to their website, I would be able to return the items by simply calling the customer support number. When I called, just hours after making the purchase, I was told that they actually would not be able to process a return until I could provide a tracking number (once the items had shipped out). Following her instructions, I then waited for a tracking number. Days later, when I received one, I called again to begin my return. The employee on the phone at that time told me that the previous employees information was completely incorrect and that I actually would have had to return the items before they had been shipped out, not after they were shipped. She said now that they were shipped, that I would not be able to return them until they arrived to my house. She told me that because of the previous employees mistake, I would be provided with a return label, free of charge. She even left me on hold for a minute to supposedly verify this information with her supervisor. I made the mistake once more of trusting the information I was provided with. When the items finally did arrive to my house, I called the number yet again. This time, I was told that the previous employees information had also been incorrect. She told me that the company policy was that customers must pay for return shipping and that it was actually against the law for them to accept returns if the company had paid the shipping charges. I have never heard of this supposed law stating that companies may accept returns only if the customer pays the shipping fee, but may not accept the exact same return if the company has paid the shipping fee. I have tried to find some sort of source defending what she told me, but I was unable to find one. I am therefore assuming this claim was a lie in attempt to mislead me once again. Every employee I have spoken to has contradicted the words of another employee. I have been lied to and misled multiple times, and all of the employees on this team seem to be working together to make returning this order as complicated as possible. I want to get rid of these items and I want the shipping paid for, as I was promised. I was told I would not pay for shipping costs to return these items, as I was unfairly misled into waiting past the shipping-free return period. Had I been given the correct information the first time I initially called, the order would have been canceled before being sent out and I would never have had to deal with this package at all. Nobody I have spoken to has been able to provide me any assistance in honoring the other employees offer, and their team is doing everything in their power to lie to me and avoid my return. I am one step away from reporting this purchase to my bank account as a scam. I am beyond disappointed in the service I have received on the phone. I really expected more from this company, as I have been a customer in-store many times at the Ottawa location, and have always had very pleasant interactions with their staff. The staff who are working on the phone team are severely lacking though and I will be avoiding them at all costs from now on.