Are you frustrated with the service you get at Canada’s retail chains?

You go into a big-box store to buy something, only to find:

-There is no one around to help you or answer questions in an informed way.

-There is no stock of the advertised specials you came in to buy.

-There are no price tags — and the shelf labels, if used, are misplaced.

-There’s a line of people waiting to pay and only a few of the cash stations are open.

Welcome to the lazy, crazy world of retailing, where you often feel treated with disrespect.

“Retailers don’t realize how much they’re losing to bad customer service,” says Shaun Belding, who runs a customer service consulting business in Ottawa. He hires people to pose as shoppers and record how they’re treated in retail outlets.

“You can measure how much business you bring in. But how do you measure how much business is walking away from you?”

In Belding’s view, the Canadian retail chain that offers the best service shouldn’t even be in business at all.

Its stores are small. Its selection is limited. But it’s thriving.

Home Hardware understands customer service, he says, even though Canadian Tire and Home Depot may have better choice and lower prices.

But Home Hardware has what bigger stores don’t provide — friendly people who know their stuff and spend time with you to make sure you’re satisfied.

Retail customer service is the focus of this week’s episode of Marketplace, the long-running consumer show on CBC TV, which launches a new season on Jan. 6 at 8 p.m.

The producers hired Leger Marketing to do an online survey of 1,025 adults who shopped at national store chains (excluding major grocery retailers.) They also hired Belding’s mystery shoppers to confirm the survey findings.

Marketplace will name the three worst retail chains for customer service in its one-hour premiere.

Wish I could tell you which stores made the list, but I’m sworn to silence. You can tune in Friday night or watch later at the show’s website, www.cbc.ca/marketplace.

I did an on-air interview with co-host Erica Johnson in the Star’s newsroom about three customer complaints featured on the show:

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Chain store #1 lost a customer’s photo order for almost two months and brushed her off when she asked about it.

Chain store #2 refused a refund on a lawn mower right after the purchase, since the customer had used it once. He later got a refund at another outlet of the same chain.

Chain store #3 sold a coffee maker with signs of previous use (a dent, crack and even some coffee grounds). The customer couldn’t get her money back, since she’d missed the 30-day refund period. Only an exchange was allowed.

It’s hard to believe Marketplace starts its 39th season this year. Few shows have such staying power. The Stompin’ Tom Connors theme song is gone, but the dogged investigative work lives on.

Last year, it won a Gemini Award as the best news and information show, despite being downsized to just 12 episodes.

“So few programs go after the big guys and stick up for the little guys,” says Johnson, who was hired nine years ago after taking Chrysler to court without a lawyer and winning her case about peeling paint.

“This never gets old and people love it.”

Each episode of Marketplace revolves around a test. Next week’s show looks at the science behind a popular over-the-counter drug, Cold-FX.

The two hosts, including former sports reporter Tom Harrington, try to hold corporate and government officials accountable for any wrongs uncovered. But they’re often turned away when they show up for an interview

Only one of the retail chains named for poor service agreed to go on TV. The store that misplaced the photo order immediately offered the customer a $100 gift card for her troubles.

I’m glad CBC has kept this hard-hitting show alive. Let’s hope it survives the budget cuts and lives to celebrate its 40th year on TV.

Ellen Roseman writes about personal finance and consumer issues. You can reach her at eroseman@thestar.ca.