Congratulations Zellers on being named the worst customer service in Canada! After being awarded 3rd on the Smart Canucks worst company of 2010, you have worked yourself up to first place according to CBC Marketplace. First was Zellers, second Canadian Tire and third Walmart.
Did you miss the episode that aired early in January? Click here to watch the full video. Do you agree with Zellers “winning” if not what company would you name as the worst?
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Mark’s has the worse customer service in Canada – with Canadian Tire being a class second. Makes sense, I suppose. I don’t go to Zellers because I can never find anything I remotely want/need when I shop there… so I stopped going.
Completely agree. Though I’ve never had bad experiences at Wal-Mart. Guess the workers at the NB locations aren’t AS useless as some. In fact, there are 2 guys in the electronics Dept that know what they’re talking about better than anyone at The Source, Futureshop, Staples, etc.
Not sure if I’d put Canadian tire at number 2, except for the incident here in Fredericton where someone was accused of stealing because he brought a piece (found on the floor) to the customer service desk to find one in the package.
Can’t say I’ve had much in the way of problems with any of those 3… I would even say that the service at CT is even helpful. Then again, I haven’t had to do much in the way of arguing or returning…
When my kids were little, decades ago of course, Zellers was the only store that actually sent flyers out to the boonies where I live. I always shopped there and actually used Z points to get a lot of stuff. I now can’t remember when I shopped there last and do not even look at their flyers!
I can agree with Zellers, and to a point CT, but I wouldn’t call WalMart the worst – they’re just pretty useless, not awful.
I wonder why Bell isn’t on this list?
I would have to agree! I was at Zellers a couple days ago and asked a simple question to an employee walking by… and she looked stumped, looked around and then replied “can you ask someone else? I’m on my break!!” WTF…. my jaw dropped… no wonder I rarely shop there!!!!
Totally agree! After what they pulled with that coupon bs after Christmas! You’d think they wouls try to do something to fix their mistakes as an apology to their customers. But of course not. Kinda hoping the Target take over makes them a better store. But I am not holding my breath for any great improvement because they just continue to disappoint everyone.
However,
All this complaining about Zellers is moot. Zellers has been bought out by US giant Target. So, don’t expect to see any big changes any time soon (except when they switch over to being Target stores).
http://www.cbc.ca/news/business/story/2011/01/13/target-zelles-takeover.html
Did anyone actually watch the video? The “CBC team” bought a coffee maker from Zellers, and when they opened it up, found that it was used, complete with coffee bean residue (gross – and illegal, apparently).
Zellers policy, clearly written on the receipt, is 30 days for cash refund, otherwise store credit. The “CBC team” tried to return it after 30 days for a cash refund and complained that they couldn’t get the cash; the manager restated store policy, and the “CBC team” left disgruntled.
The “team” was told beforehand (by Ellen Roseman, TO Star) that they did indeed have a right to the cash back because the product was used prior to them purchasing it. She called it a “deceptive sale” or something to that effect. But the “team” didn’t press the manager (it was a weak attempt, in my opinion).
While the coffee maker shouldn’t have been on the shelf, the “CBC team” didn’t take the return policy seriously, nor did they take demonstrable effort to return it/demand cash back by justifying the deceptive sale to begin with.
So… I guess I don’t feel they are that justified in their complaints about that experience with the coffee maker, and I don’t empathize with them.
I do, however, empathize with the woman who complained about the customer service regarding a photobook she ordered at Walmart….
I agree with Wilson – I don’t think Walmart is bad, just useless. Almost comical.
I once went in to my Walmart that was being transformed into a Supercentre, so everything was moved around etc, so instead of looking myself, I just asked an employee in which aisle I could find a powerbar. He led me to the grocery aisle where the PowerBars are … I meant the thingy that you plug into, LOL.
Otherwise, I’ve never been questioned about my returns, with or without receipts, they’ve always accepted my coupons, pricematched without batting an eye AND even went so far as to call another Walmart to put an item on hold for me.
But other than that, they are are, in my opinion, way too big and busy to really administer good customer service. I also don’t like that my Walmart won’t give raincheques.
The story also says that Walmart was also voted the best customer service. go figure. But I have to say, I don’t expect anything from Walmart or Zellers because to me they are a budget store.
Just like Greg said above, Zellers is being sold, so not an issue. So that makes Crappy Tire the worst for customer service. and for that I do agree. I have not shopped there in years. Every time I get their flyer, I just toss it in the recycle bin without even opening it.
1-888-JUNK VAN.
Horrible customer service. I got royally screwed over.
I don’t agree with the Walmart (maybe some people expect the moon). I have always found them to be agreeable and reasonable. Can’t say that of Zellers or CT. They don’t seem to empower their associates with the ability to make a reasoned decision based on the circumstances. For example, if you try to return something that is a couple of days past the return date, is it worth losing a good customer to refuse an exchange or credit? Apparently, it is with Zellers or CT.
Most worst in my area has to be with Canadian Tire. Customer service is rushed, rude, or ignored. Staff don’t know much about current sale offers & product inventory. They also never call back when item is re-stocked for rain checks. Wal-Mart is quick and fast, with no problems, except for the rare time a clerk is moody to customers.
Walmart is pretty friggen bad where I live. So is Zellers, so I don’t completely disagree but the Walmart we have has SO many employees and yet there’s never anyone to be found.
In my experience, Canadian Tire would be the worst. I find that many of the staff act like they’re doing me a big favour by answering my question. Recently, when I went to buy something advertised in their flyer, after an extensive wait, the clerk looked in the computer, told me there was one left, and after looking around for a while, was unable to locate it. I ended up going to a different CT to get it. A week later, I was back in the original store to return something and it again was such an ordeal for the clerk to process the return. I felt like I was making such an imposition on her. I ended up taking the cash back and shopping elsewhere rather than be bothered dealing with CT anymore.
I tend to agree, for the most part. The trouble is, I think this is going to happen in any large big box store.
I’ve thought the the conversation itself should be different.. I decided to write more about that Idea here:
http://blog.cwl.cc/2012/01/im-getting-too-old-for-this-s.html
I have to agree with the previous poster that Bell should have been in the third place.
Bell Canada is by far the worst.
I completely agree with Zellers as the #1 choice. Although I didn’t watch the CPC episode, I heard CBC Radio discuss it earlier the morning it aired to promote it, but they wouldn’t reveal the winner on air and I could only think Zellers. I’ve received poor customer service on occasion at many large chains; but at Zellers it’s consistent.
I was there today because it was convenient, and as it typical, there was no one working in the department; no one working in adjacent departments; had to go to customer service to request assistance; attempted to take a cellphone call but was interrupted by their highly irritating every 2 minutes “attention customers – today coffee is on sale” pitches; CSR comes and tells me it’s not her department; rolls her eyes when I explain my issue (trying to find sizes); no packages on proper pegs; no prices on peg ends; bags torn apart (was shopping for toddler undershirts); advised that incorrect sales signs were posted but they let them stay because it’s the right price but wrong signs; the most inadequate lighting possible of any store I frequent.
To top it off, cashes were lined up three customers deep. I asked one person, wearing her zellers shirt, who popped into a cashier stall for a beverage if she was open. She advised that she wasn’t, but a CSR who had been standing around in the cash area doing nothing said that her cash was open and pointed to the light being on, but said that because no one had come to her line she wasn’t standing there. What the?! Your fellow cashiers have line-ups and you just abandon your post and expect customers to know to go there, when usually if I did, I would waste my time to discover that you just left your light on and forgot to switch it off.
The problem with the Target buy-out: They need to replace all the staff. You just can’t overcome deficiencies like this.
WELL DESERVED!! they’re the DEFINITE worst!! Hate zellers!
Can’t stand the customer service at Zellers. This is a well deserved win. I’ve personally had nothing but bad attitude and bad service there.
I had bad experiences with both Zellers and CT. Their customer services are impossible to deal with especially if you come with a coupon. I have to disagree on my local Walmart though. Although sometimes it is hard to locate someone that works in the department whenever I need to ask something, but for returning or price matching, or using a coupon, I never had any problem.
Wal-mart and Zellers are terrible. Welcome TARGET!
Dotty Dot Dot says… “While the coffee maker shouldn’t have been on the shelf, the “CBC team” didn’t take the return policy seriously, nor did they take demonstrable effort to return it/demand cash back by justifying the deceptive sale to begin with.
So… I guess I don’t feel they are that justified in their complaints about that experience with the coffee maker, and I don’t empathize with them.”
I completely agree. I feel no empathy about the coffee maker. Why did they wait 30 days to take it back, anyway? If they opened it up the same day (or next day) and it was broken, why didn’t they return it that instant? Yes, a customer is entitled to cash back, but I agree with Zeller’s policy. Thirty days is plenty of time to complain about something being bought broken.
As far as the workers at CT/Wal Mart/Zellers go: I don’t imagine that they have training on which brands/products are better than others. Sure, they can give their opinion, but it’s not up to them to choose which one is right for you. The majority of them probably don’t know any more about the coffee makers than we do, unless they own one or have tested them all out.
I was a little disappointed in the Marketplace episode. I thought it would be better. I turned it off halfway through because I found myself thinking that they’re overblowing some aspects of the secret shoppers. They complained about workers not saying hello or offering to help. If the person’s response (9/10 times) is going to be “just looking,” they’re probably going to assume that if the customer needs something, they’ll ask.
I returned a broken kettle (that was bought broken) to CT and they took it back with no problem. As the shopper with the lawnmower said, he took his to a different Canadian Tire and got a refund.
Futureshop is the worst BY FAR !
Most of their employees have NO idea about the products they are selling, and they ALL lie to get your $. They’re falling all over each other to you sell things ( because they are on commission either directly, or as a BONUS BASED ON SALES at the end of the month ) but no one wants to look at you when you have to return something based on their terrible information/suggestions.
I’d shop at 100 Zellers stores before giving Futureshop any business and thats NO LIE !!!!
I posted a link to the MarketPlace episode on Zellers Facebook page…..they removed it.
I will vote for Air Canada.
I wonder if they were just looking at retail because Bell Canada has to be THE WORST out there for customer service!!!
The old worn out Zellers store nearest me actually is ok for service, never had a problem there, same for our local Walmart although I rarely frequent it. I have done Walmart returns there and LOVE that they will take stuff back without a receipt…very helpful after Christmas for all those gifts that came without a gift receipt! I am starting to think my family is the only one who actually tapes the gift receipt to the package when we give the gift in case it doesn’t suit them or there is a problem. I digress here but it drives me nuts that non of the gifts we received for ourselves or our children have gift receipts on them, even when they are clothes which are often not the right size/fit. Anyone else have the same pet peeve???
TTC is the worst NO DOUBT !!
I watched this episode and was not surprised with the results for Zellers. I have had no problem with Canadian Tire (although I will have nothing to do with their automotive services) or Walmart. While at Zellers, I have had no problem returning things, my frustration lay with wrong or lack of prices on the shelves or prices being scanned and coming up something different at the cash. I now make a habit of self scanning prices myself before i go to the cash so that there are no surprises once I get there-it’s happened too often.
One places the surprises me not being on the list is Sears. Used to love them but have noticed changes in their return policies that I don’t like.
I agree, Zellers is by far the worst!!
See, now I get the feeling that Sally is just taking out her personal frustrations on Zellers out here. Your posts are just not neutral anymore. I still shop at Zellers are I still like it. Sure the customer service can be bad at times but in reality every store has its worst moments. I think a lot of us just expect to be waited on hand and foot, pampered, and get our own way when shopping at a store.
Yes Casey your right, I got CBC to make Zellers the worst on their list, and all the people in the video were paid actors. I dont understand how my posts are not neutral anymore? I posted about Cbc’s findings.
Lol!
Watched part of it. Didn’t Walmart actually get the best and the worst for aspects of customer service??
Zellers is dirty and depressing, but Rogers has the WORST customer service hands down.
zellers had worst customer service
Shame this survey only looked at department stores. That’s why Bell and Air Canada aren’t on the list. Otherwise I think Bell would be at the top no problem.
There were also on 827 people who answered the survey…and those are people who are part of a panel that like doing surveys and want to voice their opinions. Other customers who aren’t on that panel didn’t get to put in their two-cents.
I was recently in a Canadian Tire asking about a particular product that was showing online availability.
They said that they had all been moved to the back until the spring. I asked the associate if she could please go in the back and possibly get one for me. Her response “I could, but I don’t want to”.
I should have asked to speak to a manager right then and there but I was completely in shock.
Well…Zellers DOES have terrible customer service.
But I wouldn’t go by Marketplace. That TV show is a spin factory. It’s a wannabe American tv program – hurts my intelligence watching all their holes.
Kelowna Zellers is dingy and aisles are always cluttered making it an obstacle course with a grocery cart. Sale items never seem to be in stock and getting someone to help is a nightmare as noone seems to have a clue. Recently I had to return a clothing item a day after purchase. I thought to myself, “wow, noone in line for a change”. Boy was I mistaken. I was the one in line while the Customer Service clerk chatted about her weekend with another clerk. I was totally dumbfounded when she looked totally annoyed at me when I spoke up. They continued to chat while clerk worked on my transaction. A visit that should have taken a few minutes took about 10 minutes. I agree with the above statement, when Target takes over, PLEASE FIRE THE STAFF. With all the unemployment here, I’m certain that they could be easily replaced with cheerful, knowledgeable staff.
It is total bull that it is a “new” policy- Happy Helpers at Wal Mart to take customers to the product they are looking for. I worked at Wal Mart in 1999 to 2002 and that policy was ALWAYS in place, along with the three metre rule; which states you are to smile and greet every customer that comes within 3 metres of you. BUT I saw managers who failed to do this. Managers would hide up in the offices all day, in “meetings” with the doors shut. Poor role models for staff.
Can you really expect to pay minimum wage to people and get decent work out of them? Employees are abused by customers and managers alike, work crappy hours and are under appreciated.
I work part-time at Zellers, and Im so nice to customers that ask me anything! I do know there are some employees that are rude, but isnt that with any company? I know some Zellers employees are rude, but honestly, I know why… we are treated like CRAP by our management.. we get THE rudest customers every single day (they even make some employees cry)… and to top it off management treats their employees like royal s***. Its hard to walk around with a smile on your face like that. But I still agree, unhelpful staff are not okay.
And with target taking over, they HAVE FIRED THE STAFF, “Syl”… Everyone is losing their job.
Please dont say all Zellers employees are rude! Not all of us are!
Most people in Winnipeg that work in Zellers, are alright as far as customer service. I have posted this before, I never had problems, until Zellers was sold to Target over a year ago or more.. It simply that Target is changing many policies and procedures at the store level
and the CS are not told or have not gotten up to speed with all the changes. Some of this CS people have been serving me for years at my local Zellers. I hope that Target is fair to them when the actual change comes to be.
In my personal opinion, I would have to say Walmart is the worst for customer service.
Funny. My experience with the Zellers (Stone Rd) in Guelph is great! Granted, sometimes the cashiers are a little clueless, but the actually Customer Service Desk people are wonderful. I’ve returned many items without a problem with or without a receipt, though the latter are obviously refunded on a gift card, but that’s fine with me and is consistent with their policy. I’ve even returned things after the 30 day policy, and as long as it’s reasonable (not a seasonal\Christmas item), they usually don’t have a problem putting that on a gift card too. Plus I get my 10% SPC discount.
As a bonus, their pharmacy staff is second to none! Neil, who I believe is the head pharmacist, is so friendly and helpful. One time, he even came and found me browsing in the aisles — I’d dropped off my prescription to be filled and then gone shopping, but I’d forgotten the pharmacy closes an hour before the regular store so he’d waited over 15 minutes after closing before he finally came and found me to hand-deliver my prescription! THAT’S awesome customer service! He could just as easily closed up shop on time and left me to return the next day.
Also, I haven’t really had many\any bad experiences at CT, though I don’t shop there much.
Bell or Rogers get my vote. How can you screw up someones’s bill EVERY month and get away with it? Oh that’s right, come Hell or High Water, I signed a contract to stay with you through it all.
If it had to be a retail store, then Futureshop should win hands down. At least the other stores are just general merchandising stores, so I don’t really expect the 16 year old cashier to know about every department. However, FS is an ELECTRONICS retailer — why does it seem their employees often know Jack about their products and are just pushing whichever one has the higher price tag so they can get a higher commission? I’ve even caught them outright lying just to make a sale. Of course, complaining to a useless manager results in a noncommittal, ”that employee will be counselled on proper behavior” or even, ”oh I’m sure you just misunderstood – my employee would never have said that”. Yeah right. God sometimes I wish I recorded the BS they say.
I think Bell would be in the top three if they looked at all businesses in Canada, not just department stores. I’ve had bad experience with Zellers and Canadian Tire. Never really had a problem with Walmart.
I do, however agree with Customer #1 about Futureshop. I’ve had a few bad experience there, but the wost had to be when I was going to buy my TV. I had the one in mind I wanted. They didn’t have any on the shelf. I asked a salesguy as he was walking by if he could check out back to see if there was any left. He did, and said there wasn’t any out back, but there was one at another Futureshop in the same city. I told him I’d go there and buy it, and he asked me if I would buy it from him, he’d give me a receipt to drive over there, so he could get his commission, since he “worked really hard for us”. Umm…dude…all you did was look out back… I couldn’t believe it. Needless to say, I left. If he spent time with me actually trying to sell me something, I may have been a little more sympathetic.
Zellers is bad but if you have kids, Toys R Us is by FAR the worst. I could go on and on but that would get my blood boiling for the day. We have a new Walmart Supercentre in Kitchener (Ira Needles) and I have to say the customer service is excellent there.
I think Rogers has got to be the the worst for customer service, bouncing you here, there and everywhere about your concern and still there is nobody “in charge” that can help rectify a major problem !
The Home Depot deserves to be on that list as well. They advertise as “experts” but what “expert” will work for minimum wage? Their employees run when a customer approaches.
You will never get great service when you employ people for minimum wage. Where’s the incentive to serve?
Not a surprised. Already voiced my opinion re Zellers last time during their coupon fiasco. Watched the episode, agreed with what they were portraying in most part. In all fairness, people that work in these stores are not your typical salesperson, they are mainly hired to stock and re-stock. Yes, they are hard are to find, but it’s pretty much the same everywhere where everyone is trying to cut back and hire less employees. I think it’s also depend on the person and the location of the store as well. I get great service most of the time when i ask for assistance at my neighbourhood Wal-Mart.
On the other hand, the episode doesn’t mention anything about the other side. Often these stores have to also deal with very rude customers, customers who like to take advantage.
What really pissed me off are the customer serivce over the phone. Particular Rogers and Sears Homeservice, with my experience, they trump over everyone else.
AGREED. Walmart had the best customer service too and they actually had someone come on camera to speak about being named third worse. I think they were only named third worse because of how big they are. I applaud walmart for having someone speak to the camera. I hate zellers just because I can never find what i want, there are often no prices on things, and the line ups are so long and so slow most times. Sometimes due to cashiers having to figure out pricing or price discrepancies (price doesn’t match signage, etc…). I often have to wait for fights between people ahead of me and the cashiers. I don’t go much…
This really seems to be a Canadian problem. Customer service has gotten so bad in Canada unless you’re dealing with owners of a small business. Bell and Rogers have to be the absolute worst. Go to any roadhouse type restaurant and the service is mediocre, yet when they bring you the bill they give you an over-the-top “It was my pleasure to serve you” line of crap so that you’ll tip generously. This is one area where we could learn something from our friends south of the border.
Bell & Telus by far my top 2 ! As far as Zeller’s, Wal-Mart, Cdn. Tire, etc…it’s all about the store you visit…some good, some bad, and some just plain ugly….customer servive is number 1, but it has to come from the top and down to store employees…in a lot of cases it just doesn’t happen.
I worked customer service at Zellers as a teenager about 15 years ago. The policy at the time was that I essentially took back everything presented to me no questions asked. I once got in trouble for trying to deny a refund for a pair of jeans that had a Marks Work Wearhouse label on it.
The rest of the store is the issue. No help on the floor and incorrect prices, sloppy looking shelves, etc. That might improve with a Target takeover
No one is worse than Telus. My biggest regret is switching to them and now I’m stuck with a 3 year contract. Ugh! I hate Telus.