Rona

January 22, 2022

To Whom It May Concern,

Re: Clearance Item Track Light - 4 Lights - 19.5' x 17' x 31.5' - Chrome
Article #00795777 Item #051212940 Model #59373 Format 19.5x16.76x31.5"(please see attached flyer).

We do not usually file letters of complaint but in this particular situation we feel that it is warranted for many reasons.

We would like to make an official complaint regarding what we feel to be deceptive advertising, and extremely poor customer service by the manager at our local Rona Store located at 20350 Langley Bypass, Langley, BC V3A 5E7, Canada.

We had been watching the above mentioned/attached Clearance item (there was only one of them) come down in price in our local flyer. The item had been advertised at $24.00 for some time and then this week dropped to 1 cent. When we visited the store today we were excited to see that the item was still physically available on the Clearance shelf.

When we went to pay for our purchases the clerk was not sure what to do with the Clearance item when it came up on her POS so she contacted her manager who identified himself to us as Yonni.

Yonni stated that the Clearance item we wished to purchase was discontinued therefore he could not sell it to us. We argued that the item was physically on the Clearance shelf, came up in the POS system at the advertised flyer Clearance price, and was still advertised on the website at the Clearance price (we brought it up on our cell), therefore we should be able to purchase it.

Yonni quickly became flustered and said he would"give us a similar item for free but could not sell us this item"(an offer we found bizarre) which he quickly rescinded by saying"no, I am actually not going to do that, and I am not going to sell you this item either". He then referred to a disclaimer on the website that states 'orders can be cancelled at any time'. I argued this point too as we did not 'order' this item, online or otherwise, we physically travelled to the store and picked it up off the Clearance shelf.

Needless to say we left the store feeling extremely frustrated - all items unpurchased. We let Yonni know that we would be pursuing the situation further as we found him to be unprofessional, and that we were completely dissatisfied with the whole situation.

We called Yonnie shortly after leaving the store as it occurred to us we should have the item put aside until our complaint was processed. He hung up the phone during our conversation (a further example of his unprofessionalism).

At no time did we feel we were rude or aggressive, but boy we were sure annoyed with the ineffective handling of the situation by the 'manager'.

Thank you for your assistance in this matter.

Neil and Katrina Winter
Langley, BC