I just sent the following to Future Shop:


Howdy,

On Sunday, October 25th 2009, I went to a Future Shop store located in Heartland Town Centre of Mississauga, 5900 Mavid Rd.
I wanted to buy a 46" LCD tv with 120hz, ranging between $1100-$1300. A sales rep named Arun was helping me, he had great attitudes. After some presentations from him, one of his coworkers happened to push out a Samsung 46" LCD in a box that is not on display. He happened to pass by us, and told me that it's the last one left in store, that' it's a Samsung of 700s series with 240hz, and that it's only $1700.

Arun continued the selling for this product. He confirmed that it's Brand New, that it's a 46" Samsung LCD of 700s series @ 240hz, and that it's a really good price at only $1700. He told me with lots of passion (well hired). That got me interested as I know something like that should cost around 2k up.

I couldn't see the specs written on the box, so I asked Arun, to show me the specs on the computer, just to be safe. So he went to one of the computers on display, and opened up this product on the Future Shop site. It was this one:
http://www.futureshop.ca/catalog/proddetail.asp?logon=&langid=EN&sku_id=0770HDS0010121225&catid=
It's a Samsung 46", 700s series, just like the box says. I saw the specs, and he kept repeating with passion about the 240hz, 150 000:1 contrast ratio. The site was still displaying $1999, so he again repeated what a good deal it is to get it at $1700.

I asked if he could get me a better deal, because it's still much higher than what i was orginally planning to spend. He showed me this tv table for $399. He said that he'll try to get it free for me, along with the $70 that i would have to pay for the 1-year-no-payment-admin-fee.
Finally, after spending 1 hour at his computer to get my info, talking to his manager and making my Future Shop card, i got nothing but just a $35 off my admin fee. Since Arun was nice, and that it was a really long day, I just bought it.

I went through a lot of hassles to get a van to drive it to my new vacant house the next night, it is not close to where I'm currently residing. My Fianée and I, 2 tiny people, took a lot of effort to transport and unpack it. Finally, that Monday night, it was set up. Woohoo.
Then that's where I noticed the stand looked kind of different from the website.

The next morning, Tuesday 27th, after an hour of research on why the stand is different, I realized from my bill that, I was sold the model LN46A750, and that what Arun has been presenting to me was a LN46B750. The difference is that,
it's only a 120hz, 50 000 contrast ratio with a stand that doesn't turn, instead of a 240hz, 150 000 contrast with a stand that turns.
I was really mad. Because something like that, could have easily cost me 1100-1300 at your own store, not 1700.
I trusted Future Shop's sales rep, and even took the effort to confirm the specs on a computer with him. And later i noticed it was an open box too! Not brand new like he claimed.

That Tuesday evening, I went to that Heartland Future Shop again, looking for Arun. A guy from his department who's really nice too, said that Arun is not there. He listened to my concerns and felt bad for me, but he couldnt' do anything because Arun was not there, his department manager was not there, and the store manager was not there. That's what he claimed. Scary store. That was hard to believe, especally because they seem to need a manager whenever the sales rep needed to deal better prices. But I let it go and asked for their schedule. He said the next day, Arun works 5-9, and the deparment manager of home theater works 1-9.

The next day, wednesday oct 28, i called at 1:30 to talk to the Department's manager of home theater. He rep says he's not there yet, asked me to call back at 2:30. So I called at 3:00, finally he responded. He was not a nice one.
I mentioned about my 700s series Samsung, and he immediatly asked if it's an A or a B series. So he is well aware of the differences. I told him my whole situation.

The manager on the phone said if I don't like it, I can just return it. I asked if that's it? I went through so much troubles because you guys made a mistake or lied to me. He said he'd have to listen to Arun's side first, and he wont' be back till Friday. Then I said, what? your guy told me that Arun will be here tonight(Wednesday) from 5-9. He pretended to double check and then said no, it will be Friday. He said that even if Arun is wrong, it's Impossible that they'd exchange it to the LN46B750 for me, and that if I don't like it, I can just return.

Wow, I expected much more from the reputable Future Shop. I went back to futurehop that night around 6. Arun was there, so another lie...
So I talked to him. I said: Arun, remember you sold me this Samsung 46" 700s series? He said Ya, happy with an innocent look. Then i said remember how you said it's a 240hz. He interrupted me there immediatly, and said "I never said it's a 240hz". SO he is Well Aware of the situation, as he didn't even have to ask if it's an A or a B series. I kept talking, and reminded him that he even took the effort to bring me to a computer to confirm it's a 240hz with 150000 contrasts. Then it "clicked", and he said: " Oh yeah, i"m so sorry etc ". At least he admitted, which made me feel better.

But what sucked is, he couldnt' do much either. He went to deal with his manager. He came back and told me, this LN46B750 is selling at $2199, and we'll sell it to you at $1899. Oh my goodness. That's another lie!! I told him, what are you talking about? Go to the site with me now! LN46B750, is sold at $1999 not $2199, and it's not even on sale. He giggled and said "well that's what my manager said". On top of that, (i didnt' say this), I knew the $100 off is simply from the coupon that anyone gets if they purchase over 1k during that 3-days. I'm not compensated at all from this fraud or mistake.

So I simply tried to return. But my bad, I forgot to pack the controller, and had to come back the next day to do it. Telling you this just for the sake of completeness.

But you see how much I went through right? 4 nights at futureshop, borrowing a van, and all the transportations involved, on top of this mental stress and time consumption, just because of the huge dishonesty of this home theater department at Future Shop of Heartland Town Centre in Mississauga.

Have I not noticed the stand difference, I would have paid so much for nothing, and incorrectly brag to others about this "good deal" I got. If it was someone else who's even less literate with electronics, he/she would have been tricked.

This is a really serious issue for a big company like yours.
The use of dishonesty, deception. or false representation in order to gain from your consumer is considered Fraud.
I was planning to get my appliances for my new home from Future Shop too, but I'm really reluctant now.
The managers there didn't do anything, but just lied or hid or just stayed defensive.

I have never filed a complaint before, but this one is just too much.
A number of forums and I with my Fiancée, friends, coworkers, and family members will be looking forward to your response about this. I hope correct actions will be taken and that fair compensations will be given as well.
-----------------------------------
[My receipt and account info]
-----------------------------------


Thank you for your time, your effort will be greatly appreciated.

- Jack (Cheung Shing) Wong
[Phone Number]