RONA Tool Rental - 3 honest mistakes?? The short version of my story is as follows.. My husband had to rent a Hilti drill so he chose to shop Canadian and shop at Rona. So, he went to the Rona tool counter and received excellent customer service from the tool rental person who provided great customer service, instructions on how to use the tool and how to return the tool to minimize cleaning charges, etc. The fellow was nice enough to include two drill bits and said that we would receive credit for the second one if we didn't use it but that this would save us the hassle of having to make a special trip if the first one broke. So my husband used the tool and returned it back within the 2. He only had to use one drill bit so he brought the second one back unused. However, upon returning it, there was a different service person at the tool rental counter. So, here is how the return went. The attendant pulled up the rental contract and made the following statements: 1. However, if the guy had actually looked at the drill bits he would have noticed that only one had been used. He also could have asked if both had been used but he just assumed that both had been used. My husband had to go out of his way to point out that only one had been used and that yesterday's attendant was nice enough to include a second one for convenience sake. So much explaining was needed even though yesterday's attendant even made a special point of writing on the contract that customer is to be only charged for the second bit if we used it. The original rental contract had $1. However, today's attendant took the liberty of just crossing out the $1. He said that we should pay the $1. That seemed quite odd to us. Especially when this was a contract signed by my husband after all the prices were written in. Can one party just start changing prices on a signed contract after- the- fact? Again, much discussion was necessary to have the guy reverse this back to the original amount. Finally, my husband has a Pro- Ad account which means he is entitled to 1. Yesterday's attendant also made note of this on the contract. Today's attendant acknowledged this verbally but when we walked away with our receipt we noticed he didn't process the discount so we had to go back to him and have him fix this which caused more inconvenience. RONA carries Tiles - Tools and Accessories for your Flooring and Ceramic Tile renovation/decorating projects. Find the right Installation Accessories - Tiles to help. Family owned Kerrisdale Equipment for all your rental equipment needs. Supplying residencial and commercial contractors and the do-it-your-selfer.Lawn and garden. Normally, this wouldn't be a big deal but it sure felt like he was getting bonused or something on every extra amount he could charge us. After this whole RONA experience, my husband decided to contact the store and speak to the store manager. This was also very disappointing as the guy kept making excuses for the attendant ignoring items #1 and #2 and just saying that everyone is human and he just made a mistake. I am just curious if anyone has such experiences with RONA. I have had a lot of customer service training and my big takeaway is that you dread the customer who doesn't complain to you but just never comes back. Type Brake Caliper Wind Back Tool Kit Material Medium carbon.
They might also tell alot of their friends and family about their negative experiences which causes more loss of business. I wouldn't dare treat my customers like this. Anyone else have such experiences with RONA? Hopefully someone from RONA will read this message and feel some sense of responsibility. Thanks for reading.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. Archives
March 2018
Categories |