Canadian Down & Feather – Cashback, Rebates & Rewards

The products look nice enough but the shipping methods and after-sales service leave much to be desired. We ordered a king size duvet and two pillows (a total order value of $988) but to our surprise the Canadian Down & Feather Company CDFC choose Canada Post to fulfill orders instead of an established courier like FedEx/UPS. Everything arrived in one flimsy cardboard box, the corners of the box were ragged and crumpled in places, however the contents appeared fine. We checked the packing list and it appeared in order. When it came to fluffing up the duvet and putting it inside a duvet cover it was apparent that they had sent us a Queen size duvet instead of a king size. I reached out to CDFC and sent pictures to them in an email as requested. They responded quite quickly, acknowledging that they sent the wrong item and said “Let’s fix that!”. Over the course of eight email’s back and forth the only thing that we both agreed upon was that the original shipping box was no longer fit-for-purpose. In fact, the only thing that kept it in shape thus far had been the pillows which were stuffed in with the duvet. This is where things get a bit ridiculous… CDFC are insisting that I do one of the following to remedy their error… 1 - Scrounge around for a used box that will be suitable (which I don’t have) and then drive 32 kilometres roundtrip to our post office to return the item with their pre-paid shipping label. 2 - Take the duvet back to the wholesale merchant for a refund - a 60 kilometre roundtrip drive. I explained to CDFC that my wife and I are currently self-isolating and that neither of these options are acceptable to us under the circumstances, I suggested alternative remedies but they are insistent on one of the above methods. Of course, both of the above options create a vector for possible infection which we have taken great care to avoid/limit thus far. I understand that mistakes can happen but what sets a company/brand apart from any other is what they do to make things right when things go wrong, an opportunity to shine if you will?, restore faith?, dazzle? Unfortunately, that is not the case in our experience. We will have to wait until our quarantine is over then drive 60 kilometres roundtrip to return the item ourselves and maybe (undecided) order another king size duvet and hope we don’t get the same person packing/shipping our order. Product quality 4/5 (good) Value-for-money 2/5 (expensive) Customer service 1/5 (astonishingly poor)