By Carnelian Monitor-lizard on September 30, 2013 Verified by Guest

I have been a loyal customer of Stokes for more than twenty years. I purchased my daughter's Royal Dalton dinnerware in Guelph, Ontario when she was twenty one. She is now 40 and we are living in BC. She and her older sister and other family members still frequent the store for gifts and to replace/update our utensils etc.
This spring I purchased a tablecloth which when washed (according to instructions) completely frayed around a large portion of the edge. I returned it immediately and was given a partial credit as it had been on sale since my purchase and I could not produce a receipt. A couple of days ago, I went to use my credit and this time, had my receipt for the returned item. Apparently there was a second slip which I was given at the same time but did not have. The manager was able to retrieve my information and saw from my receipt that it was a credit but refused to honor it. His excuse was that he could not "enter it into the system". Funny that he could take my money without any problem and "enter it into the system" without matching it to a sale.
After experiencing the excellent customer service I received in Ontario, I was completely shocked at the difference in attitude here. Obviously, the customer is NEVER right, according to this manager. I will feel quite justified in sharing my experience to all my friends here as I would likewise do if it had been handled in a professional manner.

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By Raspberry Cobra on December 1, 2008 Verified by Guest

Terrible experience at this store. Sold defective merchandise, would not allow me to return it, even though I had not even left the mall. Would not even discuss it. Assistant manager raised her voice when I very gently asked if I could return it since I hadn't even left the mall. They said it was already marked down because it was defective, however all the other identical items on the shelf were exactly the same price. Contacted customer service at head office - did not return my phone call or reply to my email. Staff was not at all helpful. I am sure they are nice people - just poorly trained. You can purchase the same items from a department store, superstore, etc. who have better return policies on defective merchandise (and aren't so cramped!!).

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By Carnelian Monitor-lizard on September 30, 2013 Verified by Guest

I have been a loyal customer of Stokes for more than twenty years. I purchased my daughter's Royal Dalton dinnerware in Guelph, Ontario when she was twenty one. She is now 40 and we are living in BC. She and her older sister and other family members still frequent the store for gifts and to replace/update our utensils etc.
This spring I purchased a tablecloth which when washed (according to instructions) completely frayed around a large portion of the edge. I returned it immediately and was given a partial credit as it had been on sale since my purchase and I could not produce a receipt. A couple of days ago, I went to use my credit and this time, had my receipt for the returned item. Apparently there was a second slip which I was given at the same time but did not have. The manager was able to retrieve my information and saw from my receipt that it was a credit but refused to honor it. His excuse was that he could not "enter it into the system". Funny that he could take my money without any problem and "enter it into the system" without matching it to a sale.
After experiencing the excellent customer service I received in Ontario, I was completely shocked at the difference in attitude here. Obviously, the customer is NEVER right, according to this manager. I will feel quite justified in sharing my experience to all my friends here as I would likewise do if it had been handled in a professional manner.

Write a Comment

By Raspberry Cobra on December 1, 2008 Verified by Guest

Terrible experience at this store. Sold defective merchandise, would not allow me to return it, even though I had not even left the mall. Would not even discuss it. Assistant manager raised her voice when I very gently asked if I could return it since I hadn't even left the mall. They said it was already marked down because it was defective, however all the other identical items on the shelf were exactly the same price. Contacted customer service at head office - did not return my phone call or reply to my email. Staff was not at all helpful. I am sure they are nice people - just poorly trained. You can purchase the same items from a department store, superstore, etc. who have better return policies on defective merchandise (and aren't so cramped!!).

Write a Comment