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Zellers / Doesn't Honour Kidurable Guarantee

1 BC, Canada

Doesn't honour Kidurable guarantee, or gives the consumer the run-around so they don't get the free replacement.

I bought a pair of pants for my son, and he wore it out at the knee. I brought it back to Zellers to get a replacement and they said they can't do it without a receipt (even though the inside label clearly showed it was one of their brands). I went home and looked for the receipt then returned to the store another day. When I showed them the receipt, they said they couldn't replace it because it has passed the 90 days. Since when was there a n expiry date on their guarantee? I have made exchanges in the past that have exceeded the 90 days.

When I was at a different branch one day, I approached Customer Service and asked them if there was a time limit on their Kidurable guarantee; they said there wasn't. Unfortunately, I did not have my son's pants or receipt with me at that time.

On another occasion, I was at another branch, and I asked for an exchange based on their Kidurable guarantee. This time, they said I could make an exchange for an identical item; there wasn't an identical item, but there was a similar one. When I brought it back to customer service, they said they couldn't exchange it for me as it was not identical. At one point, the supervisor said she couldn't exchange it for me since my son has NOT outgrown it; clearly, she didn't know what she was talking about. She even stated that they were no longer honoring the Kidurable guarantee.That's news to me! I said if that is true, then they need to remove all the tags from the kid's clothing.

I insisted that their policy allows for an exchange of a similar item if the exact item is not available. After the supervisor called up to the manager, she said she can do the exchange just this one time. Gee thanks.

I'm taking my business to Sears and Wal-Mart. They have a similar guarantee on their children's clothing.

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