Our Standards & Policies

Our Service Committment

McNaughtons is committed to providing all customers with a remarkable shopping experience.  Each and every time you visit our store, 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 McNaughtons, we value dignity, respect, relationships, high ethical standards and equal access for all customers.  These values are reflected in our policies, operations and behaviours.    When dealing with our staff, you can expect them to be friendly, respectful, enthusiastic, 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 McNaughtons, 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 store, 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 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, simply return any unused or defective items in the original vendor packaging within 30 days and we will be pleased to offer you a full refund for the price you paid in the same method of payment used at the time of purchase.  Defective items in the original vendor packages will be exchanged or repaired according to the vendor warranty.

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, at team leader 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.
  • 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 assistance during their visit to our stores:

  • Wheelchair
  • Wheelchair accessible washrooms in the centre of the store
  • Wheelchair ramp at the auto entrance

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 store.

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 has received training in order to properly communicate with and provide assistance to people with various disabilities.  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.  Hiring

Applications for employment are available to everyone on our website www.mcnaughtons.com (look for the red banner, near the top of the main page, pick the “contact” tab, and select the “employment” option), and are also available at front cash at our store (ask a cashier for one).  Applications may be submitted in a variety of ways, as noted on our applications.  If an applicant requires an accommodation at any stage of the application process, we will discuss their needs with them and try to find a suitable alternative.  The alternative arrangement will be individualized to the situation presented.

11. 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.  In addition to sharing your feedback in person, you may also contact us by telephone at (519) 693-4484, by mail at PO Box 10, Newbury ON N0L 1Z0, or electronically at [email protected].

12. 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 customer service.

If you feel that these standards have not been maintained in your situation, please feel free to let us know by reaching Calvin Ritchie, Gary McNaughton, Mike McNaughton, or Heather McVicar.

Your business means everything to us!