Customer Service Policy

Our Service Commitment

Milton H.H.B.C. is committed to providing all customers with a remarkable shopping experience. Each and every time you visit our store you will be greeted and treated with respect and offered a complete solution to your specific needs. All of our efforts are focused on ensuring your long -term satisfaction.

At Home Hardware, we value dignity, respect, relationships, high ethical standards and equal access for all customers. These values are reflected in our policies, operations and behaviors. When dealing with our staff, you can expect them to be friendly, respectful, enthusiastic, and attentive to your special needs.

We will also ensure that our customer’s shopping experience is integrated and accessible to all people with disabilities. Active steps have been taken to reasonably accommodate the needs of our customers with disabilities by offering services and facilities that provide equal opportunities for participation. At Home Hardware, anticipating the diverse requirements of shoppers visiting our stores and offering assistance wherever possible is an ongoing priority.

Customer Service Standards

Your Shopping Experience

When visiting our store you will feel welcomed. Our staff will be friendly, enthusiastic and very knowledgeable about our products and services. If you need help, we are available to assist you. We will thank you for trusting us with your business and invite you to return.

Price Adjustments

If the items you bought from us is subsequently reduced in price within 14 days we will offer you a one time price adjustment in the form of a refund in the payment method used when the purchase was originally made, when an original receipt is presented.

Refunds Or Exchanges

We are committed to your complete satisfaction. If you are unhappy with your purchase, simply return any unused or defective items with the original receipt and in the original vendor packaging within 30 days and we will be pleased to offer you a full refund payment method used (visa, debt, etc) exchange or store credit for the price you paid.

Resolving Problems

Despite our best efforts, sometimes problems occur. Please report all issues to one of our staff and we pledge to handle them in the following manner:
• You will be greeted warmly and asked for all relevant details.
• The person you speak to will try to resolve the issue right away. If additional assistance is required, the store manager will be called immediately.
• If our service has been unsatisfactory in any way, we will do our best to provide you with an acceptable solution.
• All customer issues will be resolved as quickly as possible.
• At all times, our staff will be friendly, courteous, calm and supportive.

Communication

Our communications, from initial greeting through the sales process and follow up, will demonstrate our commitment to serving customers with disabilities.

Assistive Devices

Our customers are welcome to use their own personal assistive devices to access our merchandise and services.

Support People And Service Animals

Support people and guide dogs or other service animals are also welcome to accompany our customers with disabilities while shopping in our store. Wherever service animals are prohibited by law, we will provide personal assistance during the store visit.

Interruption Of Services

If we are temporarily unable to offer any special facilities or services that assist customers with disabilities, we will immediately provide notice of this interruption and the anticipated time when these services will be resumed.

Training

Our entire staff receives ongoing and documented training in order to properly communicate with and provide assistance to people with various disabilities. This includes accommodating support personnel and assistive devices or animals, as well as resolving any challenges that may arise during the shopping experience. We are committed to ensuring that our merchandise and services are available to all.

Customer Feedback

We actively encourage the participation of all shoppers in our feedback process. Your comments, suggestions and compliments will play a central role in our ongoing store planning processes. Any concerns brought to our attention will be addressed quickly and fairly (please see #4 “Resolving Problems” above). In addition to sharing your feed back in person, you may also contact us by telephone at (905) 878-9222, by mail at 385 Steeles Ave. Milton, L9T 3G6 or electronically at miltonhh@bellnet.ca .

Handout

We are pleased to offer you a summary of our customer service and accessibility policies. To receive your copy in a format that is most useful to you, please contact miltonhh@bellnet.ca or call (905) 878-9222.

If you feel that these standards have not been maintained in your situation, please advise us.

Your business means everything to us!