When you buy an item that turns out to be defective, retuning it to the store isn't always as easy as the return policy suggests.

 

Catherine Frangoulis found that out the hard way when she attempted to return a PlayStation controller she bought for her son.

 

"When he opened it and hooked it up, he realized that the right button on top was getting stuck -- so he couldn't play his game," Frangoulis told On Your Side reporter Tania Krywiak.

 

Four days later, she went to exchange the controller. She assumed there would be no problem, since the return policy on the back of the bill stated that she had 14 days to make an exchange.

 

But once she arrived at the store, an employee told her there was nothing he could do about the malfunctioning controller.

 

"He said, 'Once you open it, you cannot return or exchange it -- you have to deal directly with the manufacturer.'" 

 

The employee explained that the policy was written on the warranty -- but the warranty was inside the box.

 

Frangoulis was outraged.

 

"I said, 'That's ridiculous!' I mean you actually have to open the box to see the warranty is inside the box."

 

She left the store frustrated, and filed a complaint. She then went to another branch of the store, and had no problems returning the controller.

 

"A little bit of courtesy goes a long way, and I'll probably come to this store next time," she said.

 

Recourse for consumers?

 

Jordan Lebel, an associate professor of marketing at the John Molson School of Business says some stores don't realize the effect they have on their business when they dismiss customers' complaints.

 

"I don't think there's a concerted effort to stall customers. I think sometimes what may seem like common sense is just not common practice," Lebel said.

 

Lebel says stores should take a product back if a customer complains - no questions asked.

 

"If you handle the complaint well, not only will the customers be happy with that particular instance, but they'll probably tell their friends how well they were treated."

Lebel also says consumers can often benefit from a discussion with the manager.

 

"Remind the manger of your good intent, and perhaps your loyalty -- that you intend on buying more from that store. Just trigger them to the simple realization that a well-handled complaint or a well-handled return can generate more loyalty," Lebel said.

 

Consumer protection

 

According to Option Consommateur and Quebec's consumer protection office, there is no legal obligation for store owners to have a return policy.

 

If they do have a return policy, it has to be clearly marked and they have to respect it. If they don't respect the policy, consumers should file a complaint with the consumer protection office.

 

If the product is defective, the consumer is protected by the law. The law says the product can be returned or exchanged, and the consumer can deal with either the store in question or the manufacturer.

 

For more information from Quebec's consumer protection office, click here.