ComplaintsforOttawa Fastener Supply Ltd.

• Initial Complaint

  16/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Wednesday, December 15 2021 between 3:30 and 4:00 pm I went into Ottawa Fasteners for some bolts. Well, I was waiting for a salesman to grab them out of the back, I was looking at the ********* tools and noticed a tool kit for sale for $599. I confirmed with another salesman that was the correct price as listed on the shelf tag with the correct item number. His exact words were that "They are going up January 1st so get it now". He even carried it up to the front desk well I continued to look around. Once I was ready to check out with other items to add onto the kit, a 3rd salesman or maybe manager came up to me and told me the price was wrong with the kit and I couldn't have the kit for that price. Even though it was clearly marked on the shelf and confirmed by the 2nd sales person, * ***** **** * **** ********* ***** ******** *** **** **** **** ** ********* ******* ***** ***** ***** ****** ********** ***** **** *** want the kit for the original price as marked.

  Business response

  25/12/2021

  Thank you for bringing this to our attention.

  It needs to be noted that the involved parties were on vacation the week of Dec 20 2021, and their stories cannot be fully corroborated until the week of Dec 27 2021.
  
  Upon investigation by our Retail Manager – West Branch, it was discovered that the items in confusion were two different combo kits from *********: ******* (3 piece combo kit) at $699 and ******* (5 piece combo kit) at $999.
  
  During the investigation, it was discovered that the ******* kit had been physically moved above the pricing for the *******, and that both prices and tags were accurately displayed on the shelf next to each other, including pricing, part number and description.
  

  It was our retail employee’s honest mistake to conclude that the pricing for the 3 piece kit was the pricing for the 5 piece kit.
  
  You are correct that our staff should have handled this better in two different ways:
  - They should have consulted the computer system to confirm the pricing.
  - And they should have involved a manager to handle the discrepancy.
  Alas, neither approach was taken, and all retail staff, at all branches, will have their training reinforced on how and when to do this.
  
  We are sincerely sorry for the confusion, and apologize for any inconvenience this has caused you.

  Please contact me, C. W*****, at *** *** **** *** ** during the week of Dec 27 and we can discuss in further detail how we proceed from here.

  Thank you,

  Customer response

  10/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  ** ********** ** *** ***** **** *** **** I contacted Craig S**** on Friday January 7 2022 to see how to proceed from here, he just rehashed what was said in the email about the errors the sales staff made and that he hadn't had time to review anything further due to Covid. He didn't offer me any sort of resolution on my end to make up for the sales practices or pricing error. * ********** *** *** ** ********* *** ********** **** *** *** ********** *** ** ******** 
  

   

   

  Sincerely,
  
  ******* ********

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