Laughed at cancer diagnosis
I approached them for a refund as I got a terminal illness diagnosis, which means that I will not be able to use the product they sold me. The sales lady laughed in my face at the diagnosis and refused to assist. They have no social responsibility and should not be supported.
What am I supposed to do with a credit in my grave?
I had my wife and another person witness the fact that I was laughed at.
Reply from Smartcell
Hi Anton,
Thank you for taking the time to leave a review. We are very sorry to hear about your health situation and wish you strength during this difficult time.
We would like to respectfully clarify the circumstances of your visit. You requested a refund because your new phone was delayed in arriving, meaning you would not be able to use the case immediately. While we understand the frustration, a delay in receiving a device does not qualify for a refund or exchange under our policy.
As stated clearly in-store and on your receipt, refunds are not available for change-of-mind purchases. However, we did offer an exchange or a one-year store credit, which you declined. These options are provided in full compliance with the Consumer Guarantees Act.
Regarding your comment about our staff “laughing,” we want to assure you that she was not laughing. She was giving a polite and friendly smile to be courteous, keep the situation calm, and explain the policy kindly. We are sorry if this was misunderstood.
We remain committed to respectful and fair service to all customers. If you would like to discuss the matter further, please feel free to contact us directly.
— Smart Cell, Hamilton
