Marketplace: Canada's consumer watchdog, we've got your back. Watch Fridays at 8 p.m., 8:30 p.m. in Newfoundland and Labrador
Company Statements
We approached all three companies that were named Canada's worst for customer service for an on-camera interview. Walmart agreed to speak with us, but Zellers and Canadian Tire responded via written statements:

Statement from Zellers, via Tiffany Bourré, external communications manager, Hudson's Bay Company:

"We are disappointed in our performance with respect to the Marketplace customer satisfaction survey.

"Zellers takes customer service very seriously and we have made significant improvements in areas where our customers have historically rated us below their expectations.

"We have prioritised customer service improvement based on the areas most important to our customers. Our improvement in being in-stock and providing customers with a better shopping experience through our new store formats have been our key focus.

"We appreciate the feedback provided through this survey and will make the appropriate changes to our internal procedures and areas of focus."


Statement from Canadian Tire, via Glenn Butt, executive vice president of customer experience and automotive:

"Thank you for your request to appear on CBC Marketplace to discuss customer service at Canadian Tire.

"In reviewing the Marketplace show format and previous episodes, we don't believe your show lends itself to a fair and balanced discussion of the issues you raise. It's clear that you establish a story you wish to tell and are selective in the company responses you choose to air. We are one of the most-shopped retailers in the country with 180 million transactions per year, so we have no doubt that you can find a bad story if you're determined to find one.

"Although the CBC spoke to just a few hundred or few thousand customers, we engage more than 30,000 customers every month in detailed customer feedback to improve our customer service. We know directly from our customers that we are one of their favourite stores - that we have made tremendous improvements to their shopping experience - that they love the changes we have made to our store layout - that they have noticed the impact of extensive staff training across the country - and that there are still areas where we can do better. For example, we know we need to do a better job improving the complete customer experience around returning products to our stores.

"We deeply value our customers and wake up every day with the commitment to make their experience in our stores better. We will continue to directly communicate with our customers about the many ways we are improving their shopping experience."
To those of you who have questions about the CBC carrying ads about products Marketplace investigates: CBC has Advertising Standards policies, which can be found at http://www.cbc.radio-canada.ca/docs/policies/ads/. The approval process for commercials is supervised by CBC's Advertising Standards Department, which operates independently from CBC News.
Thank you for your comments. Please be assured that all mail is read and shared by senior program personnel. However, the amount of mail we receive makes it impossible for us to respond to everyone individually. The Marketplace team moderates comment boards Tuesdays to Saturdays during regular business hours. The comment board is open for 14 days following the initial broadcast.
Broadcast Date: January 6, 2012
Recent Episodes
  • Canada has the highest rate of hospital acquired infections in the developed world, and Canada's consumer watchdog wants to know why. Erica Johnson puts hospital cleanliness to the test, and finds a mess that is making you sick.

  • Dirty Hospitals
  • Going on vacation? Think travel health insurance is going to protect you if something goes wrong? Erica Johnson investigates.

  • Tripped Up
  • In this special one-hour edition of 'Marketplace,' Tom Harrington tests the skills and ethics of home repair services.

  • When The Repairman Knocks
  • Why are prescription eyeglasses so darned expensive? In an eye-opening report, Tom Harrington focuses in on the outrageously high price of spectacles.

  • Framed
  • Tom Harrington and the 'Marketplace' team go undercover, targeting the dubious promises of a job search agency.

  • Recruitment Rip-Off
  • Tom Harrington reveals the story of how, for many unwilling clients, Canada's largest lawn care company has become a more invasive pest than the ones they promise to get rid of.

  • Snake In The Grass
  • Are all airline travel credits created equal? Erica Johnson investigates the credit policies of the top three Canadian airlines.

  • Busted - Air Canada
  • In this year's Top 10 countdown of Lousy Labels, Erica Johnson finds the truth behind the latest buzzwords on food packaging. It will make you think twice before filling up your shopping cart.

  • Lousy Labels: Health Hype
  • Are forest eco-labels worth the (toilet) paper they're printed on? Tom Harrington investigates.

  • The Toilet Paper Chase
  • 'Marketplace' blows the roof off of one of Canada's worst landlords. Tom Harrington exposes renter horror stories, and asks: How can the company get away with this?

  • What FX?
  • It's Canada's top-selling cold remedy, but does COLD-FX really do what the company claims? Erica Johnson puts it to the test. Also, what does Don Cherry have to say?

  • What FX?
  • 'Marketplace' launches our 39th season with a special one-hour episode that takes on Canada's major store chains.

  • Canada's Worst Customer Service
  • 'Marketplace' showcases its new season, and updates a story we first reported last year on the potential risk of popular birth control pills.

  • Spinning A Pill (Update)