I purchased a black and decker battery pack, upon a charging attempt i determined that i did not require a new battery but a charger.
I attempted to return the batter pack and was met with firm resistance and the clerk said i had self diagnosed the problem and that the part being an electrical part was not subject to return.
i was not told by the store clerk of this policy upon purchase but did notice this on the receipt when i attempted to return the product.
this product was never charged nor used and now i am apparently sitting with an expensive part that i do require.
i suggest to anyone thinking of buying at chadwicks to engage their lawyer and bring the lawyer with you if you require a product from that store. as for me i will be buying elsewhere and offering my insight of this store (negative of course) to friends and relatives.
very dissatisfied and out $114.00.
- Approximate cost of services:
- $114.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hi Mr.Miles,
First let me state that there are signs at the counter in three different places and on your invoice that you received that there are no returns on electrical parts. This policy is in place at almost all parts suppliers because NO supplier will accept return of electrical parts once they have been installed.
In your case our representative was correct in stating that if you self diagnose a service fault we can't be responsible if you do it incorrectly nor can we supply parts for you to "test" on your unit to determine what a fault is. We have clients all the time who bring us in their chargers for testing PRIOR to purchasing a battery. We test the charger at no cost to ascertain what the true fault may be.
That being said, the clerk who was dealing with you had asked you to wait a few moments while she checked to see if there was any solution for you. She had come to the office to see me and had to wait until I finished a phone call. We ascertained that the battery had not been used, and that it was not a special order. I instructed her to return the battery and order you a charger...which it appears was the part that you actually required and issue a credit note for the balance to spend anytime. By the time she went back you had left the store. We assumed that you had an errand to run and would have been back in touch later that day. She actually has a note to contact you on Saturday when she returns to speak with you.
We always try to work with our clients to find a solution but we also need a bit of time when that solution is outside policy. Sometimes those solutions may not be perfect but they have to meet the needs of our business and your needs as a client. We had felt that this was the best way to address both but you did not give us the opportunity to finish the conversation. Feel free to contact me directly via phone with any questions you may have.
Gary Green
General Manager
905-385-9274