Up in smoke

A woman sought our help after trying for several weeks to get a refund from the Ontario Cannabis Store (OCS) for a package that Canada Post never delivered. She was told – and we confirmed – that her cannabis order had been destroyed when a truck carrying mail and parcels caught fire in the parking lot at a Canada Post facility. However, neither agency would assist her, with one saying she was too late and the other citing a data entry problem. We escalated the case to a senior manager at the OCS, who agreed to refund the woman’s purchase.