I'm just as patriotic as the next guy, but when it comes to wading through aisles of general merchandise, and home improvement stuff, Canadian retailer Canadian Tire (CTC.A) just doesn't do it for me.
Am I alone in this thinking? Canadian Tire is a very successfull company, and so many other people seem to love the place. This utterly confuses me. To those who like Canadian Tire: why does the junk they sell fall apart on the drive home? Why, when you finally find a staff member their customer service level makes a garage sale operator seem like the concierge at the Hilton. Don't get me wrong the customer service at retailers like Home Depot (HD), and Wal-Mart (WMT) leave something to be desired as well. But what is the redeeming quality that makes Canadian Tire a destination? Their selection is poor, product quality is shabby, prices are average, and their customer service is just plain irresponsible. Yes, I'll take a 'rain cheque' please...
The Saturday flyer they dole out might as well be for a flea market, with the junk they include, but it seems to drive people to the big red yield sign like bees to honey, or more approprietly flies to sh$t. Want to ruin your Saturday; hit Canadian Tire at about 1 or 2pm. You'll see the pride of whatever town or city you live in, in their full glory. They'll likely be rifling through the bin of $4.99 travel coffee mugs that are guaranteed to leak. If you don't find them there, they'll be waiting in a 20 minute understaffed check out area with their windshield washer fluid in toe. Incidentally windshield washer fluid is, in my mind, the only product worth buying at Canadian Tire. Yes, I can always rely on them for the solution that I spray on my windshield to allow me to see out of my car, couldn't live without them.
For my American readers, just picture a cluttered big box store that is more expensive than Wal-Mart, but with less selection, and inferior customer service that is complete with an auto service centre that you wouldn't trust with your bicycle. I think they need to find their niche, is it auto accesseries, home improvement and tools, kitchen appliances, electronics or a garden centre? I'd rather them do something right than do everything wrong, but that's just me. Does this make me less of a Canadian...
18 comments:
Hilarious - we don't call it Crappy Tire for nothing.
It's hard to believe that any store could have worse service than HD over the last couple of years (and HD used to be so good) but CT is downright garbage.
That said there is a new bigger CT store that just opened in my area and I have to say that it's pretty good and (so far) service is good too.
Mike
Tell us how you really feel! lol
Well put!
I suspect with the little one you have less time for shopping and are probably a little less patient with a less than great shopping experience. Good on you!
I've watched CTC.A over the years and couldn't figure out the analysts' enthusiasm for it.
Speaking of the A in CTC.A...have you any thoughts about investing in dual class shares? I'm looking at SJR.B in particular.
Here here. What an awful place. I avoid that place like the plaque. I would imagine that someday their crappy business will catch up to their stock... and drag it down.
MG - Love your blog, but...
Couldn't disagree with you more. Canadian Tire is far from a perfect company don't get me wrong and their customer service is far from desired, but that's what you get when you pay your staff minimum wage. In my mind, your article should be focused on the Future Shop and Best Buy's of the world if customer service is something you plan on ranting on. I'd much rather a brainless grade 12student making minimum wage sell me washer fluid or a new set of wrenches over walking into Future Shop and having a sleezy commission salesman try and sell me a big screen TV,which probably won't work.
Furthermore, for the mechanically inclined, Canadian Tire offers a great selection of products, despite their bargain bin specials which draw a special type of crowd as you mentioned.
Amen MG. I couldn't agree more.
To anonymous, while I don't work at FS or BB, I know a couple of people who do. They haven't worked on a commission structure in a couple of years and I have had no problem with their customer service at either chain. They have product knowledge at both,unlike CT. Even the guys working the parts counter at CT don't seem to know what they're doing anymore, even if the part is actually in stock. When I've needed 2 of something, like pairs of brake pads, they only seem to ever have one pair.
I'm glad to say I've moved onto the newer car realm now though, no more driveway repairs. lol
It seems the only thing that CT has on sale anymore is their own brand of Mastercraft garbage. I'm sorry to say I've bought Mastercraft tools a couple of times. Waste of money. Stick with the name brands, including Sears Craftsman.
As for windshield washer fluid, WalMart and most grocery chains have it for a similar price.
I'm with anonymous about Customer Service at Future Shop. The service I've received there was only slightly better than at Bell. To be fair though, I haven't shopped or used the service of either in quite some time and don't plan to any time soon.
As for CT, I'm not a huge fan but I think they do carry some good products. I like the value and look of a lot of items in the Debbie Travis collection for example. We found the best deal (with a bit of style) on a sink / vanity for our basement for $199 that outpriced even Lowe's & HD in the US.
I don't browse CT but I will check out their flyers for deals like the sink we found.
augustabound, their Mastercraft tools are indeed crap these days, however, they weren't always such disposable junk. Their Mastercraft Maximum premium line tools are actually quite well made, like the main Mastercraft stuff used to be. Sears's Craftsman tools ain't what they used to be either.
Crappy Tire stores are franchised so service can vary quite a bit.
Considering the junk they sell I would not touch the stock. That's not a financial analysis but I cannot invest in a company that pawns off such volumes of shoddy crap on their customers. Someday Canadians will get fed up with it.
I agree with anonymous. The fact that the tire is a franchise usually means a variance in service levels. The one in our town is clean, well stocked and well run. There's always something new to see and the staff seem to know their stuff. Their automotive shop is the only one in our town that we trust. The franchise owner seems to take pride in his offering and the employees follow the example. It's refreshing to deal with a company where someone in the store as opposed to a corporate head office in Chicago is accountable for their actions and spending their profits in our communities...
Washer fluid is washer fluid. The guy I hand my keys to has been there for at least the ten years I've been a customer and presumably not drawing minimum wage.
I see that rational thinking has left your head to be replaced by emotional rants. That's a really good way to invest.
CT has a number of nice products. So does every other retailer. CT also has a number of mediocre products. So does every other retailer.
Now, I'm not sure just how handy you are, but CT does in fact carry a number of very useful, reliable tools at very reasonable prices. So does Rona. So does HD. So does the House of Tools. Only an idiot buys their tools from one store.
I have serious doubts as to your knowledge of this retail sector. Stick to what you claim to know. You'll look better that way.
Anon, I don't invest based on emotional rants, I just like rant for fun.
My argument is that CT has many more mediocre products than they do 'nice' products. Since you mention it Costco doen not carry mediocre products...
Personally I think I have every right to rant on a retailer as an infrequest customer.
for those who comment against Canadian Tire's customer service. I currently work in customer service, get paid minimum wage to listen to you brainless customers go on and complain about your lives all day. If you hate the store so much, please don't come to it, it saves a lot of pain and suffering for us who have to deal with you. For the most part, knowledgeable customers who come in and need help finding something and know what they are looking for, leave happy. Its the customers who have no clue what they are doing or what they are looking for that leave unhappy. How are we supposed to help you if you don't even know what you are looking for? But I guess that's ok.... just blame customer service for you lack of intellegence, it makes you feel better and what the heck, its just some kid getting paid minimum wage anyway, they dont matter right? Any one of you that has a problem with customer service anywhere, I would love to see you in our shoes, you wouldn't last one day.
I have to agree somewhat with Anon vis-a-vis jumping in the shoes of someone who works in customer service for a day. Retail workers, especially in big box, are often expected to turn miracles on a daily basis and most of these people - especially younger ones - are not treated with the mutual respect that we would give any other human being passing by on the street. Keep in mind that many of these 'kids' are in the midst of university trying to make a buck...
Aside from all that... for the record, MG, I think CT is a solid retailer - with its blemishes (I wouldn't take my car there either); and if you don't like the crap, don't buy it! If you're a knowledgeable investor who makes decisions based on tangibles and not emotion, you'll know that the 'crap' often has great margins and therefore does wonders for not only sales (average ticket) but also profit.
Wow, I didn't mean to offend anyone who works at CTC. As far as being in the shoes of a customer service associate, I've been there...no need to tell me hard luck stories about paying your way though university, I've been there as well...
I'm not arguing about the merits of CTC as an investment, I'm just saying I hate shopping at the place. That's why I don't unless of course I need washer fluid.
People love to buy stuff that's 70% off and is decent. End of story.
I completely disagree with your 'rant' on canadian tire, i have worked there for 4 yrs, 3 in customer service and if your product breaks and you KEEP your reciept then we will gladdly exchange it for a new one, because isnt that what you came there for is for that product not for giving your money trying out something then decided that after all you dont want it.. no were not a rental store! And i welcome you to come to my canadian tire and get some service cause it will be damn good, if your not going to be a rude customer...
I may just never have to go to Canadian Tire again, and I love it! I bought a 6 pack of washer fluid from Costco this year!
I go for the sales....one of the few stores that has serious sales. If you are not in a hurry...you can wait and almost everything in the store goes on major price reductions at some point. I am one of those people that has an older huse that is constantly in need of repair/upgrading, so I buy tools there and find the maximum mastercraft stuff works well for me...and I use them alot! I agree that most informed customers know more than the service personnel, so do your homework and save!! If you are the kind of person that needs advice or help with these things, then yes, absolutley, CT is not the place to go. I find the older guys at HD to be the best information sources...many of them seem to be retired craftsman/skilled labour. (i spoke to a real electrician the other day in an orange apron.)
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