Futureshop
Complaint 237833 Details

I received a new Samsung frontload washer/dryer set from Futureshop Feb 13, 13. It showed up all scratched up & when I mean scratched I mean there wasn't an inch on it that wasn't. When I asked the delivery people what happened they handed me a customer acceptance form (that had been signed by some unknown person) saying that they thought I was aware of the damage "your signature is on it". When I made them see that it was not my name, even they said they were baffled at why it was so damaged. Anyway the guy said to call them up they would send me a replacement or I could ask for a discount. After calling the store & speaking with several people only to fall on a manager who casually told me to take pictures of it (impossible its a reflective surface but I did video it) & come to the store "but it'll be at my discretion whether or not we do anything about it". I asked if I could e-mail, fax or whatever because I live in Montreal (the store is in Boisbriand) & I don't have a car & it would be too complicated for me to return to the store, he refused. So I called the customer service (you know that one they keep advising you to call 1-866-237-8289) & I have been trying to get it resolved ever since which was the same week I received the thing. First “it takes seven to ten days” then “we are escalating this matter it'll take another forty-eight hours” and numerous e-mails & calls in between, I am still waiting. I haven't used the machines because I have heard so many this & that I am afraid they won’t take it back if I do.End of March I spoke to another manager "Nancy" who found an in box and an open box set, I agreed to under the condition that they graciously give me a 200$ credit (75$ more than what I was offered) she told me that they will now give me 50$. I could not get back to her within the delay she gave me so I have not heard from them since. I also contacted the Better Business Bureau to no avail they closed the file since futureshop failed to respond.