272 Citiplace Drive
Ottawa, On K2E 0A9
November 26, 2020
Canadian Tire
1820 Merivale Road
Ottawa, ON K2G 1E6
Dear Manager:
I recently purchased the Spinner L5 Spin Bike from this Canadian Tire. After assembling the bike when I got home, I realized it was very loud when being used. I found this odd because there were several great reviews for this bike saying how quiet it is. I live in an attached town house and cannot use a bike that will bother my neighbours with the noise. I called your store to see if I can get a refund but was told since the product was on sale and I opened the box, it cannot be returned.
This bike is originally $2000 and went on sale for $700. I was very shocked that a bike worth $2000 was so loud and thought something must have been broken or damaged. I brought it to a bike repair shop, and they said there is something wrong with the fly wheel and the chain ring was warped. Even if I wanted to keep the bike and just try to ignore how loud it is, I would further damage the fly wheel and chain by using it. The repair man said this is a damaged product and should be returned because there is no point in spending several hundreds of dollars to fix it.
I have always had great customer service at Canadian Tire stores, but I am disappointed with this situation and how it was handled. Canadian Tire always has great products which is why I chose to shop there. However, I was sold a faulty product and told I cannot get my money back.
I am a loyal customer and would like to be treated as such. This is a high-quality bike, when even on sale it is not cheap. I would greatly appreciate either a full refund or sent a new bike that is not damaged.
Respectfully,
Erin Mungham
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Canadian Tire
1820 Merivale Road
Ottawa, ON K2G 1E6
November 27, 2020
Ms. Erin Mungham
272 Citiplace Drive
Ottawa, On K2E 0A9
Dear Ms. Mungham:
Thank you for being a loyal customer to Canadian Tire. Your concerns and request for a refund are valid due to the defective product. As you mentioned, Canadian Tire takes pride in offering great products and service to customers. Thank you for bringing this issue to our attention.
You will be able to exchange the bike with another Spinner L5 Spin Bike or receive a store credit for the price you paid. As per our return policy, a full refund cannot be given due to the product being opened. Please accept my sincerest apologies for how this situation was previously handled and the options of exchange and store credit not being offered.
At your soonest convenience, please visit any Canadian Tire store to exchange the bike or to receive a store credit. If you wish to exchange the bike and the store does not have any in stock, we will order it for you via express shipping, free of charge. Your loyalty to our store is greatly appreciated.
Sincerely,
Bob Smith
Store Manager
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