Lindsay T Exr
map-marker Fort Erie, Ontario

Fort Erie - NO customer service

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Good sales at the store. However no help whatsoever! Husband and I were there for over a half hour-40 minutes trying on boots and pants before someone asked if "you still doing ok?" Both employees walked past us multiple times and never asked if we needed help. We ended up buying a bunch of stuff ($175+) but we contemplated walking out and going to another location. And it was not busy at all (maybe 1 other person looking around) it's unfortunate as this location is still shockingly open in a small town. People aren't going to want to go back to this location (as we won't!!!) And like lots of other things, may close down.
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Reason of review:
Poor customer service
Anonymous
map-marker Burnaby, British Columbia

No change

I have been waiting patiently for this to be resolved . It has proven to be an huge inconvenience, which after the way I was treated at the store I have to say I am not at all. Ticket # 35813****
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Anonymous
map-marker Burnaby, British Columbia

Not resolved

After the way I was treated in the store I have to say I am not suprised that my issue has not been resolved.
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ABDUL L Obp

Uncomfortable safety shoes

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i bought hauler (CAT) safety shoes just week ago. After wearing once on work it started to kill my feet and causing extreme pain. As marks do not return if you wore it once i believe i have lost $205/-.
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Reason of review:
Bad quality
Anonymous
map-marker Mattawa, Ontario

Online ordering issues

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Exceptionally nice staff but I would never recommend online ordering for instore pickup. We placed an order online with an estimated pickup date of 8 business days. That came and went with no communication and no updating of the online system to let us know the status of our order. All items stated it was in process. After several interactions with customer service at the main office and with instore staff we were told that 2 of 3 items could be released for pickup. We arrived and waited for 30 minutes to be told that they could not find them or even tell us where they may be. After 15 business days I asked them to cancel the third item (socks) that were holding up the entire order. I was told that the item was cancelled and we were not charged for them. In reality, we had been charged for the socks as evidenced by my credit card statement. The charge was refunded. On day 17 we finally received the pickup email. We also received a message from customer service confirming the order was ready for pickup. We went to the store for a second time to be told by a very kind and professional employee that they could not locate the order. Their best guess from the computer system was that perhaps it was being shipped to our home, but again, they weren't certain. I called customer service and they could not tell me anything either. As someone who almost exclusively shops online, I expect better and typically receive better customer service than this. Mark's has lost a customer due to this inconvenient and frustrating experience. Their response to our experience has been disappointing. An order error is a time to shine by providing a superior customer service experience and Mark's has failed.
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Reason of review:
Order processing issue
Thomas B Oku
map-marker Bridgewater, Nova Scotia

NOT ANY MORE!!! (Bad product exchange policies)

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So just recently I received a pair of Carhartt bib overalls as a gift. However they were to small so I decided to bring them into Marks in Bridgewater NS to exchange them for a larger size. The overalls still had all the tags from Marks on them but I did not have a receipt as they were a gift. (Also the person who bought them for me did not keep the receipt.) So I explained this to the cashier and was then told it would be no problem, however when I brought the larger size to the counter I was then told that I would have to pay $35.00 +/- as that they had to price check the overall for the last 6 months and could only use the lowest price toward the exchange. I Laughed, of course. I asked why as they were the same pants , same style , same brand , from the same store. All I got for an answer was "store policy" for no receipt. So I had a trip planned to go to Halifax NS for the weekend and figured the Marks there would have no problem doing the trade. Ha, same problem. So either pay $35.00 to exchange a gift or keep them and gift them to someone else. However I do know that every year I buy 2 pairs of high end work boots , a Dakota winter jacket, various pants and shirts and gloves for work and a few other things I give for gifts throughout the year. As well my other half buys all her nursing scrubs and work gear from there as well..... NOT ANY MORE!!!
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Loss:
$140
Pros:
  • Work clothes
  • Work boots
Cons:
  • Policies
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Exchange same product for same product with no BS price check.

abe r Vdd
map-marker San Francisco, California

The worst online shopping experience

Horrible and carless customer service. I placed an order online with estimate pickup of 8 days.

I contacted their customer service by email several times after due date to get update about my order but got no proper respond / result. I also called their main office and opened a complaint case but still didn’t get any result, neither got my order nor refund after 3weeks. I finally decided to start a formal complaint with both consumer protection BC and BBB and informed Mark’s customer service.

Then exactly the day that I was going to submit my formal complaint I got an email that my order ready for pick up without any apology or words that customer feels better after their terrible services. I occasionally shop on line and this was my worse experience and not going to shop there anymore.

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Reason of review:
Poor customer service
Donna G Goq
map-marker Hamilton, Ontario

Terrible Customer Service Today

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First off let me say that I do shop at Marks at the Canadian Tire store in Hamilton Centre on Barton. I love the quality of the items I buy and the price is reasonable too. Up till now I have been a very satisfied customer for many many years. Today the service was terrible. I had about 80.00 worth of merchandise in my hand and was behind just one other woman in line....the is woman was wanting to return 3--on line orders...so before she started she said to the sales girl....you can take this woman first I am going to be a while....and the girl said "it is okay" and proceeded to start returning the items and there were quite a few....there was another young worker there starting to help her and I spoke up and asked...could you not cash me out? and she replied "oh no sorry" so I stood there for a few more minutes until my 2 year old grandson started getting antsy....so as I start to go put my merchandise back...they call for a Christine to come to cash...so the young girl says...we just called another cashier......so I retrieve my merchandise and wait again....I see this Christine come out of the back and as she is walking towards the cash a fella stops her in the shoe department and the next thing you know she is off helping him.....so I put my items back and get my husband who would have liked to have purchase a pair of boots for himself....and we leave the store. I understand that it is not the lady's fault who was returning her on line orders as she told the young girl to ring me in first....I think the training of employees now adays is lacking in common sense....she just let a couple hundred dollars in potential sales walk out the door...and I am sure the man standing behind me with the work boots he wanted to buy would not be wanting to wait forever either. Don't know if these girls were new as I am used to seeing other staff there as I am in there everyday having a look and buying. I have never had this problem at Marks ever....and I am very dissappointed and can only shake my head at this service.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Pine Ridge, Manitoba

Modern fit

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I used to buy most of my tops & sweaters from marks. "Classic fit" usually worked fine for me. Now everything in store is "modern fit", and the clothing is too tight. Sooo.. i go elsewhere. Guess some bozo decided to try to increase inventory turns at the expense of losing sales. And i am not interested in buying your clothes online like so many marks employees have suggested.
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Cons:
  • Limited size selection
Reason of review:
Poor customer service
1 comment
Guest

Agree. I'm not a tiny person but wear size 14/16.

Tried on coats this week.

Only found one in 2x that could do up. Crazy.

Anonymous
map-marker Thurso, Quebec

Worst online shopping experience ever.

I ordered several products on Nov. 20 and was informed that I could pick them up at the local store in 3 to 9 days. Two days later I received notice some of the products were out of stock. Dec. 3, I went into the store to pick up my order. I was told some of my order had not arrived yet. I asked to take the goods that were in store and I would come back for the others after my vacation. I was told I could not take any product until all the order was in. I asked again to take what they had and I would cancel the remaining part of the order so that I would be taking the entire order as their rules require. That was not allowed. I can home and phoned their head office, made a complaint and asked that my order be cancelled and my credit card be reimbursed. I was informed that my request would be completed. This did not happen. I received a phone message while I was away on vacation saying my order was ready for pick up. I again called H.O. to request immediate refund of my payment and was told it would take another 10 days to process. I said that was unacceptable and asked to speak with someone with authority to solve my issue and was informed that they were following their policy and it was a busy time for them. I will shop at a business in the future that will value a customer enough to return his money sooner than 25 days after he was refused the ability to pick up the merchandise ordered.
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Cons:
  • Poor customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

2 comments
Guest

I have an online order with Marks now and have got no confirmation email of the transaction. Also locked out of online account for a week now and online support says they have system glitches.

Customer service can't trace out status of the order and tell me to phone store for pick/up in a week.

After so many easy online purchases from Amazon and Ebay, the online system at Marks is a mess. so.

Guest

Yes Online Shopping at Mark's horrible experience. Makes no sense to place an online order and have it picked up at a local store.

Funny thing is the item is available at the store but the online order will take 3-6days to process.

First time making online order and last time!. No wonder Amazon is dominating the online world.

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Chehade A
map-marker Mississauga, Ontario

Security tag not removed from men's work boots

The security tag was not removed from the men's workboots that I purchased on Dec 28 2018 at the Trinity Commons Mark's Work Wearhouse location. I telephoned the store immediately when I arrived home, which was half an hour, and the same sales clerk who completed the transaction also picked up the telephone call. I was advised by the same sales clerk Avinash #74718 that all I had to do was take the boots to any Mark's location and they would glady remove the tag for me. Very inconvenient. I advised him that the removal of any store security tags is part of an employee's job description and he should be more thorough in the future. Mistakes happen, but this is an integral part of a sales clerk's job when cashing out purchases.
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Reason of review:
security tag not removed at time of purchase, which now becomes an extra unecessary trip back to Mark's to remove the tag.
Masoom A
map-marker Hamilton, Ontario

Terrible OnLine Experience

I am very disappointed with the on line order experience. On November 10/2018 Seven items were ordered, and were being charged to my credit card individually, at different times, depending on when items were shipped to the store. However after one month, no communication with them I called customer service and was told one item is delayed, so they cannot release the order until all items are received at the store. I was told to try contacting the store, and see if they will release the items that are ready. I visited the store today and they REFUSE to release the 6 items that are ready. I think this is VERY POOR customer service. Why the holdup, if they charging my credit card for each item individually? Maybe I should have bought the 7 items one at a time. I hope this can be rectified so other customers will not have to go through this horrible experience. VERY UNHAPPY CUSTOMER
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Reason of review:
Order processing issue
Ammar M Lio
map-marker Calgary, Alberta

Online orders not fulfilled

On black friday, I purchased multiple items. Over the next few days I received multiple emails saying each of my items is now out of stock and cannot be fulfilled. This is very unacceptable for a company of the size and standard of Marks. Gave customer service a call, and was spoken to very rudely about there being no guarantee that the order would be fulfilled. What is the point of advertising an online store if you cannot purchase something without going to a store to 100% make sure you get it. Very disappointed that they did not honour their commitment once an item was bought. Will not be purchasing from them in the future.
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Cons:
  • Customer service dismissed concerns
Reason of review:
Order processing issue

Preferred solution: Deliver product or service ordered

Craig P Xrp
map-marker Barrie, Ontario

Price Matching Carhartt Clothing

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I wrote an email to Customer Service online about the over priced Carhartt line at Marks Work Warehouse.. I noticed that at Cabela's, Basspro, Costco, Amazon.ca there prices were significantly cheaper than Marks.

I wrote this email because I am worried about Canadian own retailers being taken away by American companies coming in and out sourcing customers by undertaking pricing.. But at the same time I believe Canadians have been taken advantage of from our own retailers with gouging prices and deals never really being great deals. I was encouraged by Marks customer service to approach an store manager to price match Amazon.ca price of Carhartt Parka Jacket which Amazon price was $255 vs Marks price $359. Marks also offered me a $25 gift card after the purchase to return back to the store and purchase something else..

But logically this doesn't make sense because why would someone pay $359 to get $25 back to be lured into the store to spend more money on already over priced Carhartt Clothing?

Even if I took that deal at $359-25=$334 does that sound like a deal to you??? I think not and I think that Marks needs to smarten up because there customers sound smarter than that if they can out source Marks by purchasing Carhartt parka for $255 and save $104 from Amazon.ca

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Loss:
$104
Cons:
  • Overpriced
  • Marks policy on price matching
Reason of review:
Pricing issue

Preferred solution: Price reduction

Patrick J Ani
map-marker London, Ontario

Very poor warranty

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Updated by user Dec 17, 2018

Made comments on social media and was contacted by Marks Customer Service. I was asked to send photos of boots and this was followed up with a test from Marks offering a $100 gift card which I felt was generous and gratefully accepted.

Original review Nov 17, 2018
Purchsed safety boots here for the past 30+ years typically Dacota and Caterpillar. Dakota used to be very good newer model with same model numbe hurt feet but over 100 fays ols so too bad for me. $200 dollar boots Same with Caterpiller brand tore in half accross the soles where the steel plate ends. Font waste your money on brands Walmart a better deal and quality is the same now.
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