Customer Complaint Regarding Faulty Product and Poor Service at @home (Mall of the North)

I’m extremely disappointed with the customer service I received at @home Mall of the North. On April 20th, we purchased a Haden toaster and kettle set as a gift for my sister-in-law. Roughly two months later, the kettle started leaking, despite minimal use.

Since this was a gift, we did not include or keep the receipt, as is common when gifting. We assumed the product would meet @home’s usual quality standards. When my sister-in-law returned the faulty kettle to the store on Saturday, August 9th, she was told that without a receipt, they would not repair or exchange the item.

To assist them, we provided the exact date of purchase and even gave them the card details used to make the transaction — information that should be enough to trace the purchase. Yet they not only refused to assist but accused her of damaging the kettle herself, claiming she must have dropped it. There are no scratches, dents, or signs of impact — just a leaking kettle — yet the staff continued to insist it was her fault.

Honestly, who includes a receipt when giving someone a gift? If a receipt is an absolute requirement for support or warranty, @home should clearly state this when selling items — especially for gift purchases.

This has been an incredibly disappointing experience and I hope @home reconsiders its policy or at least trains its staff to handle such cases with more empathy and logic.