A complaint is different from a defect report. A defect report is filed when an item does not match the order specification — that is handled through the contact form within the fix window. A complaint is filed when a buyer is dissatisfied with how that process was handled, or when a response was not received within the stated time. Both routes are explained below.
Step 1: Submit the complaint in writing
Send a written complaint by email using the contact form. State the order reference, the date of the original report or contact, and a clear description of what was unsatisfactory. Complaints submitted without an order reference take longer to locate and respond to. The subject line should begin with the word Complaint so the message is routed correctly.
- Include the order reference number from the confirmation email or packing slip.
- State the date of the original contact and what response was or was not received.
- Describe clearly what outcome is being requested.
Step 2: Acknowledgement within two business days
Every written complaint receives an acknowledgement within two business days of receipt. The acknowledgement confirms the complaint has been received and states the reference number assigned to it. If no acknowledgement arrives within two business days, check the spam folder before sending a follow-up. The complaint is not considered open until the acknowledgement is sent.
Step 3: Full response within seven business days
A full written response is issued within seven business days of the acknowledgement. The response states the outcome: whether the complaint is upheld, partially upheld, or not upheld, and the reason for that determination. If a longer investigation is needed, an interim update is sent within seven business days explaining the delay and providing a revised timeline.
- Upheld complaint — a corrective action is identified and carried out within the stated timeframe.
- Partially upheld — the corrective action covers the portion of the complaint that was substantiated.
Step 4: If no agreement is reached
If the response does not resolve the matter to the buyer's satisfaction, the buyer may escalate the complaint to the relevant consumer protection authority in their province. In Canada, provincial consumer protection offices handle disputes between buyers and online sellers. The complaint must be submitted directly to that office by the buyer. The process at that stage is outside the control of the supply operation.
Filing a complaint does not remove or extend the 30-day defect fix window. Rights under applicable Canadian consumer protection law remain in place regardless of the outcome of this complaints process. The buyer retains the right to seek resolution through provincial consumer protection channels at any stage.