I was both amazed and stunned at how staff at Ross Bay Home Hardware on Fairfield Road in Victoria, British Columbia, Canada handled a return issue I had today. I was hoping to return a pair of $10 pliers i had purchased the day before AND NEVER USED. What I got instead was a wheelbarrel full of attitude in a day and age when Big Box stores continue to draw customers away from smaller hole-in-the-wall retailers like Home Hardware. First I was told I there was no return on tools, exchange but no return, employee's comment WE DON'T WANT TO TURN INTO A TOOL RENTAL BUSINESS. I then ask if I can return it for anything else in the store. One guy says yes, the other no and this after they made faces to each other behind my back while I was trying to make this issue unfold seamlessly. One of these guys was the manager! I even had to go on to explain (nervously because I was stunned at the accusation I had used the tool) the tool hadn't been used at all and in fact hadn't come within 2 metres of the area where i was installing a faucet. Hardware employee again accused me of using the tool because the shoddy Chinese packaging was cracked. I left without an exchange or my $10. Amazing in this day and age that this is how customers are looked after in such a competitive business environment. I am done bringing my business to this location as is my family. Unbelievable about wraps up the whole episode. I was an entrepreneur for years, I never in all my time treated a customer so poorly. If you are bitter about something that happened in the past where your customer relationships are concerned do not take it out on me. I was flabbergasted. I now know the power of word-of-mouth for consumers. I intend to exercise my right fully.