Calgary Co-op Macleod Trail Home Health Care - Calgary, Alberta

Shelley D.

Thank you Mona for the wonderful service today! We cannot thank you enough for the time, attention and extremely professional service you provided to us. You explained every step in the process and provided a detailed demonstration of the product. We greatly appreciate your patience and warmth during our interaction. Next time we will definitely make an appointment (sorry did not know one was recommended). Mona, you are a credit to your profession! You went the extra mile - thank you!

Tahir N.

Complaint Regarding Poor Customer Service Experience

I am writing to formally lodge a complaint about the unpleasant experience my wife and I had during our recent visit to Co-op Home and Health.

We visited the store (today, Janury 15,2025, at about 2.30 pm)to purchase a knee brace and a wrist brace for my wife. Unfortunately, our interaction with one of your staff members, Imelda, was extremely disappointing. Her behavior throughout the visit was unprofessional and unhelpful.

When we asked questions about the products, Imelda either ignored us or responded in an irritated manner. At one point, my wife was so upset that she suggested we leave the store and purchase the items elsewhere. However, since we had already traveled 30 to 35 minutes to reach the store, we decided to continue the transaction despite the poor service.

The situation escalated when Imelda created a single invoice for both items, despite me clearly explaining beforehand that we needed separate invoices for insurance purposes. We had two separate prescriptions (one for the knee brace and one for the wrist brace) and needed to file separate insurance claims, as per the insurance provider's requirements. When I politely requested separate invoices, Imelda’s response was hostile and filled with anger.

At that point, I asked her if we had done anything to upset her, to which she curtly replied, “No.” This interaction made it evident that Imelda was either dissatisfied with her job or unwilling to assist us properly, taking out her frustrations on us as customers.

This experience has left us deeply disappointed and reluctant to return to your store in the future. Poor customer service, like what we encountered, tarnishes the reputation of the business and discourages loyal customers.

I hope you will address this matter with Imelda and ensure that other customers do not have to go through a similar experience. I also recommend additional training in customer service and handling insurance-related transactions to prevent such issues in the future.

Thank you for your attention to this matter. I look forward to hearing about the steps you will take to improve the customer experience.

Kordi S.

I read in the reviews that "depechemode71" had posted a comment 11 month ago that the Service Department does not answer the phone and no return call was made.

The same happened to us the last days. We had an appointment yesterday morning at 10:30 for our stairlift maintenance. After nobody showed up in the morning and we did not get a call, my husband left at noon a voice message with the Service Department to find out what is happening. We did NOT receive a return call yesterday. So he called today again and without live person answering, left a voice message again with the Service Department. Now it is late in the afternoon and still NOBODY called back to find out what we need.

The answer 11 month ago from (owner) was:
"We have shared this with Centre Management and they will be reviewing the practices and putting in new and improved practices as they move forward."

It looks like nothing has changed. During COVID-time there was a better service, at least someone returned the call. We understand if there could be changes for our appointment due to emergencies. NO communication at all is just not acceptable! We don't think any other business could exist if they treat their customers (and shareholders) this way.

Headparrot101

Needed medical assist supplies after my knee replacement surgery. They had exactly what I was looking for, prices were good, customer service was absolutely fantastic and I would highly recommend them to anyone.

Paulette B.

Just had the worst service. The first woman admitted she didn't know the products and had to find someone to show her how to adjust the height on the rollater. I also wanted to look at the scooters so she went to get someone else to help me. The second woman fought with me about the weight capacity. I kept telling her the card on it showed what I was saying. She kept repeating the product weight. She really didn't know anything I asked on to different models. I finally just walked out before I lost it with her. Not impressed.

E

Wasnt going to make a review but after their pricing I had to.

Co-op proves again they are a Scam. They are selling products at an insane markup. A plastic syringe does not cost 10$. That is ridiculous.

All of the products they sell can be bought through Alibaba, Temu and Aliexpress at a fraction of the cost..

Kadence V.

Update: I am in my second pregnancy now and need compression stockings. I was recommended to go here to see what they have. I would rather set myself on fire than go back in here and be treated like trash again. Those impressions last.

TLDR; Mama's needing breastfeeding supplies, save yourself the hassle and anxiety of dealing with the "customer service" here and just buy online. Or really anywhere else, prices are comparable.

Went here on a recommendation from my midwife to get breastfeeding supplies. But when I went in, I felt like I was a suspected criminal and like I was being pushed out. I was on my phone trying to pull up the info on what I needed from my midwife when someone marched up, looking at my phone and interrogating me. She ushered me away from the new products and over to the rentals area. I got the price and went to leave because I felt so uncomfortable.

She kept asking questions that I felt were meant to catch me in a lie or something. Like why I was even wanting to pump in the first place. I kind of looked at her blankly because I didn't know what to say, I felt like my answer was personal info I didn't want to share. And the question was posed in a way that it didn't feel like she was getting info to help me pick the right product. It just felt like an interrogation. She said the only reason would be so I can go back to work, which didn't align with my reasons at all, so I'm glad I didn't say anything. She also suggested I needed it for longer than the rental time, but then why drag me over there? Just to keep the sketchy pregnant lady away from the shiney new stuff?

Prices were higher than online and on par with places like babies r us. Rental prices weren't even close to worth it. My midwife recommended I go there because if anyone could assist with insurance, it would be here. But when I asked about that, I was all but laughed at. Not that my midwife said they *would* help with insurance, it's totally fair that they don't have to. But I didn't need to be belittled for asking. If I'm "on my own" anyways then I'm just going to buy online and save myself the hassle.

North W. B. B.

I was going to visit this location for medical supplies but the reviews indicate that I will avoid this place. The response’s to customers concerns are blanket statements that don’t seem unique or resolved from continuing complaints. One response says hello Gary when he signed it as Gerry. Didn’t even take the time to respond to the correct name. The responses are empty and unresolved. I’ll go to shoppers home care down the street.

Response to commenter: Of coarse you would like private feedback, it would be kept from the public’s eye. You could focus on actually improving the service. Comments over several years and recent months doesn’t indicate the communication is being implemented in a positive way. Keep trying I guess. When I see more positive service comments, I’ll consider trying you guys.