Customer Service Policy

Our Service Commitment

GrandErie Home Hardware Ltd. is committed to providing all customers with a remarkable shopping experience.  Each and every time you visit our stores, you will be greeted as a friend, treated with respect and offered a complete solution to your specific needs.  All of our efforts are focused on ensuring your long-term satisfaction!

At GrandErie Home Hardware Ltd., we value dignity, respect, relationships, high ethical standards and equal access for all customers.  These values are reflected in our policies, operations and behaviors.    When dealing with our staff, you can expect them to be friendly, respectful, enthusiastic and attentive to your special needs and entirely focused on your best interests!

We will also ensure that our shopping experience is integrated and accessible to all people with disabilities.  Active steps have been taken to reasonably accommodate the needs of customers with disabilities by offering services and facilities that provide equal opportunities for participation.  At GrandErie Home Hardware Ltd., anticipating the diverse requirements of shoppers visiting our stores and offering assistance wherever possible is an ongoing priority.

Customer Service Standards

1. Your Shopping Experience

When visiting our stores, you will feel welcomed.  Our staff will be friendly, enthusiastic and very knowledgeable about our products and services.  If you need help, we are available to assist you.  We will thank you for trusting us with your business and invite you to return.

2. Price Adjustments

If the item(s) you bought from us is subsequently reduced in price within 14 days, we will offer you a one-time price adjustment in the form of (store credit), (original method of payment) when an original receipt is presented.

3. Refunds Or Exchanges

We are committed to your complete satisfaction.

If you are unhappy with your purchase, we will gladly accept any unused regularly stocked merchandise for exchange or refund within 60 days of purchase. Simply return the complete product to us in its clean, original packaging, accompanied by the bill of sale.

No receipt and/or no proof of purchase may invalidate any return or exchange. All merchandise is subject to the manufacturer’s warranty & will be repaired or replaced as per the manufacturer’s directions.

We regret that cut materials and special order merchandise may not be returnable. Any returns after 60 days are at the discretion of the Dept. Manager.

All special order returns will have a 25% Handling charge. This Handling charge will be at the discretion of the Dept. Manager.

4. Resolving Problems

Despite our best efforts, sometimes problems can occur.  Please report all issues to one of our staff and we pledge to handle them in the following manner:

  • You will be greeted warmly and asked for all relevant details.
  • The person you speak to will try to resolve the issue right away.  If additional assistance is required, the store manager will be called immediately.
  • If our service has been unsatisfactory in any way, we will apologize and do our best to provide you with an acceptable solution.
  • All customer issues will be resolved within 4 business days.
  • At all times, our staff will be friendly, courteous, calm and supportive.

5.  Communication

Our communications, from initial greeting through the sales process and follow up, will demonstrate our commitment to serve customers with disabilities

6. Assistive Devices

Our customers are welcome to use their own personal assistive devices to access our merchandise and services.  In addition, we offer the following facilities and one on one assistance during their visit to our stores:

Automatic doors      Carry Out Service and Delivery        Wheel Chair Accessible Bathrooms

7. Support People And Service Animals

Support people and guide dogs or other service animals are also welcome to accompany our customers with disabilities while shopping in our stores.  Wherever service animals are prohibited by law, we will provide personal assistance during the store visit.

8. Interruption Of Services

If we are temporarily unable to offer any special facilities or services that assist customers with disabilities, we will immediately provide notice of this interruption and the anticipated time when these services will be resumed.

9. Training

Our entire staff receives ongoing and documented training in order to properly communicate with and provide assistance to people with various disabilities. Training includes the purpose of the Accessibility for Ontarians with Disabilities Act (AODA) and the Customer Service Standard.  We include instructions on how to use equipment or devices available to our organization.  Training is provided to staff if any changes have been made to our policies, practices and procedures as well, training is provided as soon as practicable after staff is assigned new and applicable duties.  All staff that interacts with customer must take this training yearly by January 30th; this includes all management as well as owners of this organization This includes accommodating support personnel and assistive devices or animals, as well as resolving any challenges that may arise during the shopping experience.  We are committed to ensuring that our merchandise and services are available to all.

10. Customer Feedback

We actively encourage the participation of all shoppers in our feedback process.  Your comments, suggestions and compliments will play a central role in our ongoing store planning processes.  Any concerns brought to our attention will be addressed quickly and fairly (please see “Resolving Problems” above).  In addition to sharing your feedback in person, you may also contact us by telephone at 905-774-6115 or 1-800-591-1161, by mail at 1051 Broad Street East Dunnville Ontario, N1A 2Z1 or electronically at

11. Handout

We are pleased to offer a summary of our customer service and accessibility policies.  To receive your copy in a format that is most useful to you, please contact Stacey at 905-774-6115 or

If you feel that these standards have not been maintained in your situation, please feel free to let us know by calling 905-774-6115 or 1-800-591-1161

Your business means everything to us!