What do you do when you hear a customer service manager (not an agent but their manager) say "We can't help you because you didn't order the service." And hanged up the phone. Christina, the manager, said this after we've complained about not getting our package from one of our vendors because their driver indicated that we moved! [consignee moved as labeled below] The bad thing is that we were at the office when the driver supposedly tried to drop the box! We did not see their ICS van or truck nor did we see the shadow of a driver. You know you have a problem with a transport service when there is outright lying happening
. So although we didn't choose this service, we called the service company ICS, because we lost revenue by taking time from our busy schedule to go to the vendor and pick up our package!
When we called our vendor, they confirmed that they've gotten bad service from this company but also indicated that since they were the cheapest around, they were 'dealing' with it as the faults of the drivers translate into free delivery now and then for them. So their clients, us, are now upset with this lax behaviour and attitude from our vendor on top of this ICS courier service getting away with bad service because they are the cheapest. 
Is the rate or price the only driving factor to make it as a business in Toronto? Does quality of service, Quality of the product, Quality of the employee performance, NOT considered valuable at all by the Torontoans? It's disappointing to see this considering that Toronto is supposedly a major city that tries to define itself as world class. If this is so, then maybe as Torontoans, we need to look beyond just the price but all the other factors that make for up a stellar company. We laud excellent companies all the time (just check MacLeans or Toronto Life Magazine), why not embody what we write about in these magazines.
