On Saturday, June 20th at approximately 3PM, we shopped at the Douglas St. Canadian Tire store in Victoria, BC. We picked up a number of gardening items. Of note was a two valve hose timer. There were two of them on the shelf recessed back a little as though there were more on the same shelf facing earlier. The price point description below was a little vague because of the abbreviations, but it referenced the brand and said it was priced at $39.99. We picked one up and took our purchases through a checkout. Just after the transaction was complete, I looked at the receipt and saw this item rang up at $59.99. I turned to the cashier and brought this up. She said she would do a price check and called for someone in that department. I said I would go to the department and show them where I found the item. My wife and daughter waited at the cash register. After a very long wait, I returned to the cashier to ask if someone was called. She assured me someone had been called. I returned to the garden department to wait. Eventually, one of your staff, "Ty", came to the cashier. The cashier handed him the receipt and the timer. My wife began to explain that the item was on a shelf with a $39.99 price but rang up at $59.99-- he exclaimed, "Just calm down!" and left with the receipt and the timer.

I showed him where we had found it. He said, "yeah, probably a customer put it there." I doubt that a customer put two or more of products in the same incorrect spot on the shelves. I questioned where the spot for the $59.99 timer was. He moved the item over to a blank spot on the shelf and said, "that's where." I asked how I was supposed to know the price on a blank part of the shelf. He said something to the effect of "Not my problem" and made additional dismissive and abusive comments about me, customers in general and the store he was working at. He returned to the cashier wishing me "good luck." and generally insulting me on the return. His attitude was severe. I was intent on just refunding the timer. When I got back to the cashier, I found that no one there had the receipt. I asked where it was. My wife and cashier said that "Ty" had it. He denied it. I said I wanted the receipt back. He said, "I don't have it!" I demanded that he get it back. He was generally threatening with statements like "I'll take you anytime, buddy." and "you're not intimidating me." Eventually he said, "You're banned from the store! Get out, I'm calling the cops!" I was not going to leave without my merchandise, without the timer which he retained, and without the receipt. Given his attitude, I expected him to either retain the remainder of our merchandise or charge us with shoplifting that merchandise: without our receipt and his dishonesty, it would be his word against mine.

A manager, "Matt" attended and asked "Ty" to find the receipt. "Ty" did return a short time later with the receipt he said he didn't have. Matt and I investigated and I restated my case. He did point out that it was the incorrect labelling for the items and I understand that. There was no other labeled area nearby that was blank of merchandise and all of this product were in the one spot where I found it. He agreed to do the price adjustment and I appreciate Matt's efforts in this matter. Really, all I sought was to buy the item labeled at $39.99 or simply not purchase it at all. I would have done the latter had "Ty" not taken the receipt and denied having it.

I have a problem with your staff being generally surly, abusive and threatening. I don't appreciate being given the option of accepting a deceptive price or being arrested. "Ty" has no place working with the public from what I saw. From a customer service and customer retention standpoint, please understand you don't need to try to repair our relationship or our perception of Canadian Tire. We do not need to shop at any of the Canadian Tire locations and will not do so. We will have no hesitation in sharing this anecdote and your staff's practices with others. But I feel that the surly and threatening behavior of your staff member, "Ty" will generate a similar reaction in other customers. And, if he was responsible for keeping merchandise in his department tidy; or in keeping with your price management and display plans, "Ty" very clearly failed. I have to question if this staff member is a positive element of your team.