Complaint Rating:

Company information:
Future Shop
Canada
www.futureshop.ca

(WITHOUT PREJUDICE) I purchased a washing machine from Future Shop online. It was improperly installed in my home and caused major water damage to the floor in the room adjoining the laundry room. I called the customer service line 16 times in a span of three weeks demanding for action to be taken. Each time they falsely promised that somebody would call me back within 24-48 hours. They would not escalate the issue beyond the call center supervisor. They repeatedly told me that the reason for the delay was due to their inability to reach the subcontractor who had installed and delivered the product. At the end of the three weeks, I realized the subcontractor's name and phone number were on the bill of lading. I called and was forwarded to the appropriate person within five minutes. He provided me with his cellular phone number and arranged an appointment to inspect the damage immediately. It is inexplicable that Future Shop would be unable to reach its own supplier in three weeks while I could reach the appropriate person in minutes. It is clear that the majority of these subcontractors rely on the business of big enterprises and would provide appropriate customer service in order to avoid losing their contract. The obvious conclusion is that Future Shop dismissed my calls even though they are directly liable for the damage caused in my home. I was a few days from sending them a formal notice of demand and taking them to small claims court. Most people don't expect to need customer service at the purchase of a new appliance and so disregard warnings of companies with poor business practices. However, be warned as you never know when something will happen to you.