Urban Trail - Winnipeg, Manitoba R3G 0W4 (CF Polo Park Shopping Centre)

Rude customer service | by Jean on Jun 03, 2017

I bought boots from this location three months ago, the box said that the boots were waterproof but the one time I wore them, they turned out to let water in very quickly and easily, more easily than some less expensive, non waterproof boots that I own. I called the store, just to inquire if the product had a warranty I could access, knowing that likely too much time had elapsed for a return to be possible. The employee on the phone explained (in a very defensive tone) that I could bring in the shoes and they would determine if the product was defective. I said "Thank you for your time, I will do that." When I brought the boots into the store and explained my issue to the employee she asked if I wanted a store credit or to exchange them. I said "store credit please." Then at a suggestion from my boyfriend I asked "Would a refund be not an option?" To which the employee interrupted me upon hearing "refund" and said in a very brisk tone "Not gonna happen, not gonna happen." I said that was okay and that a store credit would be just fine. I explained that I knew that the product had been purchased some months prior and that I hadn't even expected a store credit- I just thought I would ask the question." The employee gave me the store credit and I thanked her twice before I left, she responded without looking at me or smiling. I work in customer service myself and I know how unreasonable and disrespectful some people can behave toward service workers and that's why I always treat service workers with the utmost respect and manners, this time was no exception on my end. I was very surprised at the defensive, disrespectful attitude directed to me for asking a question. I would not be returning to this location to shop if I did not have a store credit.