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What to look for before buying a mattress online; Airline regulator questioned: CBC's Marketplace cheat sheet – CBC News

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Miss something this week? Don’t panic. CBC’s Marketplace rounds up the consumer and health news you need.

Want this in your inbox? Get the Marketplace newsletter every Friday.

Frustrated online mattress buyers say ‘hassle-free’ return policy is anything but

Many mattress-in-a-box companies offer a compelling sales pitch: free shipping, reasonable prices, and a money-back guarantee if you’re not satisfied with your purchase

But some clients who purchased beds from GhostBed — a competitor of companies like Casper and Endy — say that after trying to make use of their “hassle-free” return policy, they’ve been left in the lurch.

Peter Learn and his wife Paula, of Kelowna, B.C., purchased a GhostBed last year and found it a bad fit for their sleeping habits. But when they requested a refund, they say the company gave them the run-around.

Learn was told that instead of having a pickup crew come and get the mattress from his home as advertised, he would have to find a “donation solution.” 

That is, find a charity willing to take a mattress — during a pandemic, no less — transport it to the charity, obtain a receipt — made out to GhostBed — for the price he paid, and send that receipt to the company, which would then provide a refund.

“The whole thing was just so ludicrous,” said Learn. “We would have to hire a truck to deliver it to a non-existent charity which wouldn’t want the mattress, either.”

In a statement to Go Public, the company said it takes customer service and satisfaction seriously but that when customers don’t get the resolution they seek, they often “blame the business” and feel the company’s policies “are unfair.” Read more

Learn believed that if he didn’t find his GhostBed mattress comfortable, the company would arrange to take it away and give him a refund. (Submitted by Peter Learn)

Emails raise questions about regulator’s independence amid COVID-related flight refunds

When the pandemic abruptly laid siege to the travel plans of thousands of Canadians back in March 2020, many would-be travellers questioned the Canadian Transportation Agency’s (CTA) decision to allow airlines to offer consumers vouchers instead of cash refunds.

Nearly two years later, correspondence between the CTA and Transport Canada from that time period is raising new questions about the relationship between the regulator and the airlines it operates at arm’s length from.  

Unredacted emails show senior officials spoke with the agency’s top brass in March of 2020 about pressure from airlines to let them avoid passenger refunds for trips cancelled because of COVID-19.

Days later, the CTA posted a “Statement on Vouchers” establishing that airlines could generally issue flight credits or vouchers to customers whose flights had been called off due to the pandemic, instead of reimbursing them.

The CTA falls under the purview of Transport Canada, and regular communication between them to keep the minister briefed on relevant matters is an established practice, a spokesman for the department said.

But some critics disagree on the meaning of this correspondence. 

“It’s a troubling view into the way in which the government was putting pressure on the CTA and doing the bidding of the big airlines at a time when they should have been standing up for Canadian passengers,” said NDP transport critic Taylor Bachrach, who called the revelations “disturbing,” and said Canadians would be “shocked and disappointed” to learn of the nexus among industry, government and regulator. Read more

Canada’s airline regulator, the Canadian Transportation Agency, at one point said that vouchers for future flights would be OK as compensation for flights cancelled during the COVID-19 pandemic. That’s different from what happened in other countries, where full refunds were mandated. (Yuki Iwamura/AFP/Getty Images)

Snacks and sodas and so much more. Why there’s a vending machine for everything these days

They’re not just for chips and pop anymore.

Vending machines are increasingly taking on a new, upscale form across Canada, selling everything from gadgets, to Build-a-Bears, and even cake from the cake boss himself.

Globally, the industry is expected to see 10 per cent annual growth each year until 2027, and big Canadian companies like Sport Chek, Canadian Tire, Rexall and The Source have all started to invest.

Kersi Antia, a marketing professor at the Ivey Business School at Western University, calls it’s a perfect storm due to social isolation from the COVID-19 pandemic

“We’d rather not do with the awkwardness of human interaction,” he said. “It may be impersonal, but not everybody wants personal service.” Read more

Vending machines have increased in popularity in the past few years and now sell everything from baked goods to high-end electronics. Experts say this shift in shopping may be related to the pandemic and new social norms. (Natalie Valleau/CBC)

What else is going on?

‘It just sucks’: Service workers in Quebec say they aren’t paid enough for all the stress, abuse
Rude customers and low pay are pushing people out of service jobs, say workers.

Long-term Statistics Canada research shows cities across country losing green space
Canada’s cities are growing browner, satellite survey shows.

Matrix T1 and T3 Treadmills recalled due to fire hazard
Immediately stop using and unplug the units and contact Johnson to schedule a service call.

Hankook (Korean characters only) brand Original Kimchi recalled due to E. coli O157:H7
Do not consume the recalled product.

Marketplace needs your help

Do you get regular phone calls claiming there’s a package being detained for you by Canadian authorities? Or demanding you owe money in unpaid taxes? Maybe someone claiming you’ve got a virus and need tech support? If so, we want to hear from you! Send us your name and phone number and we may get in touch with you. Email us at marketplace@cbc.ca

Have your batteries leaked or stopped working before you expected? We want to hear from you! Send us your photos and tell us more at marketplace@cbc.ca

Watch this week’s episode of Marketplace and catch up on past episodes anytime on CBC Gem.

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Transat AT reports $39.9M Q3 loss compared with $57.3M profit a year earlier

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MONTREAL – Travel company Transat AT Inc. reported a loss in its latest quarter compared with a profit a year earlier as its revenue edged lower.

The parent company of Air Transat says it lost $39.9 million or $1.03 per diluted share in its quarter ended July 31.

The result compared with a profit of $57.3 million or $1.49 per diluted share a year earlier.

Revenue in what was the company’s third quarter totalled $736.2 million, down from $746.3 million in the same quarter last year.

On an adjusted basis, Transat says it lost $1.10 per share in its latest quarter compared with an adjusted profit of $1.10 per share a year earlier.

Transat chief executive Annick Guérard says demand for leisure travel remains healthy, as evidenced by higher traffic, but consumers are increasingly price conscious given the current economic uncertainty.

This report by The Canadian Press was first published Sept. 12, 2024.

Companies in this story: (TSX:TRZ)

The Canadian Press. All rights reserved.

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Dollarama keeping an eye on competitors as Loblaw launches new ultra-discount chain

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Dollarama Inc.’s food aisles may have expanded far beyond sweet treats or piles of gum by the checkout counter in recent years, but its chief executive maintains his company is “not in the grocery business,” even if it’s keeping an eye on the sector.

“It’s just one small part of our store,” Neil Rossy told analysts on a Wednesday call, where he was questioned about the company’s food merchandise and rivals playing in the same space.

“We will keep an eye on all retailers — like all retailers keep an eye on us — to make sure that we’re competitive and we understand what’s out there.”

Over the last decade and as consumers have more recently sought deals, Dollarama’s food merchandise has expanded to include bread and pantry staples like cereal, rice and pasta sold at prices on par or below supermarkets.

However, the competition in the discount segment of the market Dollarama operates in intensified recently when the country’s biggest grocery chain began piloting a new ultra-discount store.

The No Name stores being tested by Loblaw Cos. Ltd. in Windsor, St. Catharines and Brockville, Ont., are billed as 20 per cent cheaper than discount retail competitors including No Frills. The grocery giant is able to offer such cost savings by relying on a smaller store footprint, fewer chilled products and a hearty range of No Name merchandise.

Though Rossy brushed off notions that his company is a supermarket challenger, grocers aren’t off his radar.

“All retailers in Canada are realistic about the fact that everyone is everyone’s competition on any given item or category,” he said.

Rossy declined to reveal how much of the chain’s sales would overlap with Loblaw or the food category, arguing the vast variety of items Dollarama sells is its strength rather than its grocery products alone.

“What makes Dollarama Dollarama is a very wide assortment of different departments that somewhat represent the old five-and-dime local convenience store,” he said.

The breadth of Dollarama’s offerings helped carry the company to a second-quarter profit of $285.9 million, up from $245.8 million in the same quarter last year as its sales rose 7.4 per cent.

The retailer said Wednesday the profit amounted to $1.02 per diluted share for the 13-week period ended July 28, up from 86 cents per diluted share a year earlier.

The period the quarter covers includes the start of summer, when Rossy said the weather was “terrible.”

“The weather got slightly better towards the end of the summer and our sales certainly increased, but not enough to make up for the season’s horrible start,” he said.

Sales totalled $1.56 billion for the quarter, up from $1.46 billion in the same quarter last year.

Comparable store sales, a key metric for retailers, increased 4.7 per cent, while the average transaction was down2.2 per cent and traffic was up seven per cent, RBC analyst Irene Nattel pointed out.

She told investors in a note that the numbers reflect “solid demand as cautious consumers focus on core consumables and everyday essentials.”

Analysts have attributed such behaviour to interest rates that have been slow to drop and high prices of key consumer goods, which are weighing on household budgets.

To cope, many Canadians have spent more time seeking deals, trading down to more affordable brands and forgoing small luxuries they would treat themselves to in better economic times.

“When people feel squeezed, they tend to shy away from discretionary, focus on the basics,” Rossy said. “When people are feeling good about their wallet, they tend to be more lax about the basics and more willing to spend on discretionary.”

The current economic situation has drawn in not just the average Canadian looking to save a buck or two, but also wealthier consumers.

“When the entire economy is feeling slightly squeezed, we get more consumers who might not have to or want to shop at a Dollarama generally or who enjoy shopping at a Dollarama but have the luxury of not having to worry about the price in some other store that they happen to be standing in that has those goods,” Rossy said.

“Well, when times are tougher, they’ll consider the extra five minutes to go to the store next door.”

This report by The Canadian Press was first published Sept. 11, 2024.

Companies in this story: (TSX:DOL)

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U.S. regulator fines TD Bank US$28M for faulty consumer reports

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TORONTO – The U.S. Consumer Financial Protection Bureau has ordered TD Bank Group to pay US$28 million for repeatedly sharing inaccurate, negative information about its customers to consumer reporting companies.

The agency says TD has to pay US$7.76 million in total to tens of thousands of victims of its illegal actions, along with a US$20 million civil penalty.

It says TD shared information that contained systemic errors about credit card and bank deposit accounts to consumer reporting companies, which can include credit reports as well as screening reports for tenants and employees and other background checks.

CFPB director Rohit Chopra says in a statement that TD threatened the consumer reports of customers with fraudulent information then “barely lifted a finger to fix it,” and that regulators will need to “focus major attention” on TD Bank to change its course.

TD says in a statement it self-identified these issues and proactively worked to improve its practices, and that it is committed to delivering on its responsibilities to its customers.

The bank also faces scrutiny in the U.S. over its anti-money laundering program where it expects to pay more than US$3 billion in monetary penalties to resolve.

This report by The Canadian Press was first published Sept. 11, 2024.

Companies in this story: (TSX:TD)

The Canadian Press. All rights reserved.

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