ComplaintsforMark's (Corporate HO)

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did ordered online a pair of work boots, on December 27, 2022 order no: ********** Willing to get them as soon as possible I choose the pick up fulfillment option.It did not allowed me to book the closest store because was no stock. Then I choose a further store with available inventory. As of today Jan 02, 2023 the system still shows status as processing.I called customer service and ask about status was told to wait ( no estimate or anything how long) as theyre cannot do anything on that. I asked to cancel and release the hold on my account, as well I was told to wait until order is fulfilled and after wait another 7 days and not pick the item and finally I will be refunded, but when no one knows.I asked to talk to a supervisor and they hang up on me.

  Business response

  05/01/2023

  Hello ******,

  We have looked into your order and see that the order was picked up on January 4th 2023 and returned at the same time.

  We do apologize for the delay in receiving your ready for pick up email and any inconvenience that was caused.

  Regards,

  *******

  Mark's

   

  Customer response

  08/01/2023

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

  the formal apologies would not made up my time wasted for waiting the merchandise.

  i would expect compensation for this
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of the transaction: Nov, 23, 2022 Total amount paid: $192.09 Order #********** I never received my parcel and it is a whole entire month since ordering. I never got any updates or shipping notifications at all. Finally, ********* said to pick up the parcel at their centre but when I attempted to and called them regarding this- they said my order was cancelled and sent back by Marks. I never requested this and never received a notification or anything of cancellation. When I asked about receiving a refund they said it can take anywhere from ***** business days. This gap is huge and unacceptable. I would like to be refunded immediately and am not waiting 80 days for a refund.

  Business response

  05/01/2023

  Hello *********,

  We are sorry for the delay in issuing a refund for this order. We have issued the ************ and you should see it in the next 5 business days posted to the card connected to your ****** account.

  We do apologize for any inconvenience that this has caused.

  Regards,

  *******

  Mark's

• Initial Complaint

  21/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #********** I placed a order on Dec 16th, 2022. I changed my mind about the item and called customer service. They advised as it was past the time line I would need to wait till item delivered and than go to store and obtain a refund or after 7 day your item will be returned and a refund will be issued. (it states this same thing on my receipt about credit card automatically refunded after 7 days).I called the store today to see if it could be refunded. They advised the policy is they will hold the item and the customer must go to the store to obtain a refund. They told me to call customer service at ************** and they could issue a refund. I called customer service and they advised this information is not correct.I called the store back and they said they will just hold the item till I go there. I advised them they need to correct the information on the receipt if it is not the case that the credit card will be refunded.

  Business response

  22/12/2022

  Hello ******,

  We apologize for the delay.

  We have issued the refund for your order as per your request. You will receive an email stating that your order has been picked up. Please disregard this email as it is part of the process of closing your order off. 

  Please allow up to 5 business days for your pick up emails to close off and for your refund to process.  

  Regards,

  Shannon 

  Mark's

  Customer response

  29/12/2022

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

  it has been 5 business days and I have not received a email as per their 

  last email stating item would be picked up and a refund would be processed. 
  I have checked my junk email folder and there is no email there. 
  
  Sincerely,
  
  *******************

  Business response

  05/01/2023

  Hello ******,

  We are looking into this issue for you. If you could please send an email to ************************************ with the order number for your order will will be able to look into it further for you.

  We do apologize that this has not been resolved for youl

  We do look forward to hearing back from you so that we can resolve this matter for you.

  Regards,

  *******

  ****'s

  Customer response

  05/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On the afternoon of Saturday, November ****, I purchased a pair of "**** ****** ** **** *** *** ********** **** Shoe" - also described on the box as "******" - from this ****** location. I paid $****** with tax. When trying them out in-store, I stood up and walked around for a few minutes, as I am accustomed doing for new footwear, and did then find them suitable.Marks receipt commits to accept my "unused, unworn, **OR** Manufacturer defective item for a full exchange."After arriving home with the purchase of my Hikers - and in the ensuing week - I took them for a couple of walks of moderate and short length for the purpose of wearing them in and ensuring their comfort. After each I was experiencing ongoing and considerable discomfort from the right boot over the base of my smaller toes, when the shoe bent.On the morning of Saturday, Nov*****, I returned to the store. I approached a cashier first and said that I would like to exchange boots that I had purchased. That cashier said that I should first select another pair in the store. I spent approx 45 minutes looking at and trying-on multiple pairs of boots, made another selection, and presented both items to another cashier, with the receipt, requesting an exchange.This employee took the items from my initial purchase out of the box, examined them, and asked if I had taken them to work. I responded that I had not. They responded that they had been used, were wet and dirty, and could not be exchanged. I attempted to explain that the problem could only be recognized after walking in them more. They responded again that they were used and could not be returned, and that they were sorry. No inquiry was made, or examination seemed to be taken, as to whether a *defect* was causing my irritation.Early the next week (Nov.**** or ****), I wrote Marks via the form on their website, even specifying the category of Returns, ********************** describing this issue. I have not received a response.

  Customer response

  13/12/2022

  Hello,

  Attached here is a jpg photo of the boots from ****'s and pdf scan of the receipt. I did attempt to also send a jpg copy of the receipt with my initial complaint, so please do acknowledged that you have received these. Thanks.

  **************
  

  Business response

  16/12/2022

  Hello *****,

   

  We are sorry to hear that you were not able to do the exchange at the store. We have contacted the store that you purchased the boots at and they are willing to do the exchange for you.

   

  Please take the boots along with your receipt back to the store and ask to speak to a Manager in charge and they will be happy to assist you.

   

  We do apologize for any inconvenience that this has caused you.

   

  Regards,

  *******

  ****'s

  Customer response

  18/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  21/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: August 30, 2022 - Order Number: ********** - paid $89.95 + tax and then $16.46 to return the product via ************* the business promised to provide me with an easy return, if I include the receipt and its packing list (I have emails confirming this - the business says *********** lost the package, and they cannot provide me with a refund; although *********** says the package was delivered Sept 8 tracking # **************** - the business has not indicated that I will receive a refund, because *********** lost the package, and now they have to find it before I can reimbursed which contradicts the company's return policy which is posted *********************************************************************************************** * note my product arrived with no packing list, but the company emailed me one which I included in the return box - my case number is *********

  Business response

  21/11/2022

  Hello *****,

  Thank you for reaching out to us regarding your ****'s online order. Our records indicate that your order has been refunded as of today November 21st, 2022.

  You should see this refund to the credit card used within the next 5 business days.

  We do apologize that this refund was delayed.

  Regards,

  *******

• Initial Complaint

  08/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello,Today I went into the ************************************** ************************** location of Marks Work Warehouse and had a poor experience. I was in to purchase a pair of shoes for work and found a pair that fit. I checked the website and it says they price match "competitors" in store and online. When I went to the cash the cashiers said they don't price match and that the website isn't correct. I told them I would have to go else where because ******* had the same shoe for $** less. About ** minutes later I called and spoke to the manager who was one of the cashiers I dealt with who again said that they have been told never to price match and that she could maybe take **% off but that is still more than other retailers. She advised to call customer service because there was nothing else she could do. I decided to call the customer service line and when I spoke with an agent they said they do match competitors but those companies have to be apart of the Canadian Tire family of stores like Marks is. When I tried to say that the website doesn't say it the agent rushed me off the phone.Their website and practices are misleading for consumers, their definition and what is competition is not defined are changing it to make their bottom line.

  Business response

  16/03/2022

  Hello,

   

  Thank you for reaching out regarding price matching at our locations. We are sorry to hear of the issue you encountered at the store regarding this matter. Below is our price matching policy. If the offer you found was an online offer then the store would not be able to do the price match. 

   

  A: At Marks/Lquipeur, we constantly strive to offer competitive prices in the market. Prior to purchase, if you find an item available for sale at a lower advertised price by our competitors; or within 30 days of your purchase, if you find your item advertised at a lower price by our competitors (or at our store) we will gladly match that price.
  Conditions*: Present your original receipt along with proof that the item is being advertised at a lower price. The price must be verifiable by our employees, must be in ******** currency, and must be sold by an authorized retailer located in ****** (internet offers do not apply). The advertised item must be the same brand and model and be available for immediate purchase. This policy does NOT apply to demo products, advertising errors or misprints, rebates, coupons, free or combined offers (i.e. gift with purchase), limited time offers (i.e. grand opening sales), close-outs, or liquidation items. Your credit will be in the same form of payment as the original purchase. The conditions of our Price Match Policy may be modified without notice.      

   

  We do apologize for any inconvenience that this may have caused you.

   

  Regards,

  *******

  Marks

  Customer response

  16/03/2022

   
  Complaint: ********
  
  I am rejecting this response because this doesn't address the concern at all. They did not clarify in their response what is considered competition nor did they address what was told to me in store and through their help desk. All they did was copy paste what is on their website which is the nature of my complaint. Based on what the website says any store is a competitor but their own employees say a competitor is only other Canadian Tire owned companies which is not stated in writing, is misleading to their consumers, and is not using the right word if in fact they only price match their own companies. :
  
  Sincerely,
  
  *****************************

  Business response

  17/03/2022

  Hello ****,

   

  I am sorry to hear that the reply did not answer your question. If you would like to send me the advertised price of the item in question to ************************************* I would gladly look into it for you. If the pricing is an online price for the same item in the store then the policy of not matching the price would still stand.

   

  I am happy to look into this matter for you.

   

  I look forward to hearing back from you.

   

  Regards,

  *******

  Mark's

  Customer response

  17/03/2022

   
  Complaint: ********
  
  I am rejecting this response because you have note clarified your stance on competition and price matching. If I want to buy shoes from Marks but ******* has the same pair of shoes for a cheaper price will Marks price match the same pair of shoes? I was told no they won't because Softmoc isn't competition, I was told that only Canadian Tire affiliates are considered competitors. :
  
  Sincerely,
  
  *****************************

  Business response

  29/03/2022

  Hello ****,

   

  I am  sorry to hear that the ****** location that you were at provided you with the wrong information. We will follow up and coach the team on the appropriate reply to customer's regarding price matching. 

  ****** does price match if a lower price is found at an authorized retailer in ******. We do not price match any online sales. The item must be the same style as the one that we are selling and can not be a promotional item. Also

  the item must be available for purchase in the required size that you are purchasing.

   

  We do apologize for any inconvenience that this has caused you.

   

  Regards,

  *******

  ******

• Initial Complaint

  28/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 23rd 2022 I made a few purchases online from ******* including free XXL men's casual shirts that were on sale.I have other shirts from their same Denver ***** line in this size that fit me well, but the shirts were too snug so I planned on returning them. I happen to go back on their website to see what might be available a size larger, and saw that the three styles of shirts that I purchased were now marked as final sale. I called customer service to clarify and the woman could only tell me that they had only recently started indicating on their website which items were final sale. She claimed it was up to the consumer to check in their terms of sale where it apparently is stated that anything ending in 88 cents is a final sale and cannot be returned. I think this is absolutely absurd. I couldn't find these terms and I cannot imagine any consumer making a purchase of an on sale item going through the fine print buried in their website to find out if it just might be final sale. It is though they are just ******** money from my wallet and I am on a low fixed income. Furthermore, there is nothing in my receipt that states that any of the items are final sale. My order#**********

  Business response

  04/03/2022

  Hello  ************************,

   The shirts that you have purchased are the modern fit shirts, the fit of these shirts are a slimmer fit. The classic fit might work better for you. If you are not happy with the shirts that you have purchased please return them to your local ******* Please be sure to take your order number with you.

   We do apologize for any inconvenience that this has caused you.

   Regards,

  *******

• Initial Complaint

  24/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a pair of boots as a Christmas gift for a relative. This relative lives in a different ******** province than I do. When my relative opened the box on Christmas morning, there was only one boot in the package. ****** refuses to refund my money until the boot is returned to their warehouse. My relative lives over 5 hours from the closest ****** warehouse and it can only be returned by mail. I have had to wait weeks for a return mailing slip to be sent to me. This is also a huge inconvenience to the recipient of the gift (boots). Additionally, ****** refuses to send me a replacement pair of boots. They have encouraged me to reorder the boots (once at a higher price). I have also learned that the boots are no longer in stock.Order # ********** Currently, I have not received any money back for the item I bought that is insufficient and I am not able to receive a replacement item. I am stuck with one single boot that I paid nearly $100 for.

  Business response

  27/01/2022

  Hello, ******,

  We have issued you a refund for your order in the amount of $199.73. You should see the refund within the next 5 business days. 

  We do apologize that your order was missing an item.

  Thank you for your patience while we looked into this matter for you.

  Regards,

  *******

  Mark's

   

• Initial Complaint

  12/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a work jacket on line before Christmas and was told that it had shipped on December 27, 2021 at which time I was charged. However, so far the seller has only created a shipping label and the item remains at their store in Surrey. I appreciate that they might have been busy over the Christmas and New Year period but now is January 11 and the item has still not shipped, despite frequent communications to their **************** e-mail address - an example ********.

  Business response

  12/01/2022

  Hello ******,

  I have looked into your order for you. When your order was placed it was placed as a pick up in store order. Your order is at the store and is ready for pick up.

  All you need to do is go to the store and give them your order number and they will bring it out to you.

  I hope the above information is helpful to you.

  Regards,

  *******

  Customer response

  12/01/2022

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

  Dear Sirs,

  Many thanks indeed for your message. I reject the response of the business.

  This item was ordered delivered and if Marks take the time to review my original message and attachment you will see that a ******* shipping label was created by Marks on December 27, 2021 and I was given a tracking number.

  In fact, ******* have just delivered the item to the door in a bag, despite my asking that it be shipped in a box due to previous damages to Marks purchases shipped in bags, and despite my having a box at the door asking couriers to place items in the box the driver literally threw the item from about 5 feet, it bounced off the door (I could hear the noise) and it landed on the wet ground.

  When I opened the door, the driver was already driving away and an inspection of the package showed a puncture to the lower side of the bag and the contents inside appear wet to touch.

  Marks need to replace this jacket with an identical new and clear one and ship it in a box as requested in order to protect from drivers like this.

  I have ******** photos just taken after the present delivery.

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

  Business response

  04/02/2022

  Hello ******,

  We do apologize for the length of time it took to receive your jacket. We will follow up with the carrier regarding the matter of your order being tossed on your front ste

  Unfortunately at this time all shipments are sent out in packages and not boxes. I will definitely pass your comments on to the appropriate department regarding the use of boxes for deliveries.

  If you are not happy with the jacket you may return it to your local Marks for a full refund. 

  We do apologize for any inconveniences that this has caused you.

  Regards,

  *******

  Marks

  Customer response

  07/02/2022

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

  I need for Marks to either replace this jacket with an identical jacket without any cost to myself or compensate for the cleaning of the jacket at a laundry since it was soiled by the delivery bag it was enclosed in being punctured by the extremely rough handling that I have pointed out earlier. Please note whilst this dispute is open then I am unable to use the jacket which was purchased last year.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Order ********** was placed shortly after the sale started on Thursday 25 Nov @ 7:25 AM. Cancellation notices started Sunday after 14:00. Ultimately 3 of 4 items were cancelled. Either there was insufficient stock when the order was placed or the processing was not performed on a first come first served sequence. By the time the cancellation was received there was no chance of getting similar items. A company the size of Mark's should be able to monitor online stock with enough fidelity to reasonably fulfil orders and not take so long to process the order. My wife reminded me that the same thing happened last year. I called customer service and got an apology and was told stock is not always accurate. After requesting a manager, I was put on hold then the call was dropped. I completed the online form and got the following response "Due to an increase in email volumes related to the busy holiday shopping season, we apologize that we will not be able to provide a personalized response to your message. "

  Business response

  01/12/2021

   

  Hello *****,

  
  We unfortunately were unable to fulfill your order. There are many variables that can affect the availability of a particular product such as colour/size/style/season and high demand.

  
  We apologize for any inconvenience this may cause. We will continue to work at improving our inventory levels online.

   

  Regards,

  *******

  Customer response

  03/12/2021

  
  Complaint: ********
  
  I am rejecting this response because: it does nothing to address the issue.   It looks like a standard response.  I still believe something is very wrong when 75% of an order goes unfilled and it takes > 3 days to notify.
  
  Sincerely,
  
  ***** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩