RONA Reviews

Name: RONA
Rating: 1.72

1.7 Rating 450 Reviews

17 %

of reviewers recommend RONA

Company Reviews

Questions

Metrics

1.7

Based on 450 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 33%
Accurate And Undamaged Orders	Greater than 57%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Write Your review

Tell us how RONA made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Kerry Thompson

Gerry RIEHL

Derek

Lori White

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely terrible customer service and unhelpful policies. Placed a 200 dollar order. Tracked the package and saw it went to Saskatchewan. I live in BC. Sent 3 different e-mails. No response. 2 long calls finally spoke with a human who said they would need to place a trace on my package and would take up to 3 weeks. I had already waited over a month and needed what I ordered so I asked for my money back and would get the product from a different supplier. 3 weeks later I get an email that they are about to start the trace. What? Called and emailed again, empty apology "someone must have told you wrong thing, we are behind..." unhelpful excuses. Asked for money back and told no. Asked for a number to talk to someone who can help, no. 3 weeks later, we are now up to 3 months since I ordered they send an email and say my money is being refunded. Just brutal, I asked for this months ago! Hours wasted e-mailing, phoning and took 3 months to give me my money back. Customer service phoned to address my concerns and it became clear they hadn't even read my emails and concerns. They offered 20 percent off of a 200 dollar order to make up for the problem. I said no where near good enough as I need to spend 200 at their store to get 40 bucks off and there are better "deals" in their weekly flyer. Customer service agent assured me they would look into things and call me to properly address. Days go by and I get an email from them saying the offer stands of 20 percent if I'd like and the file is considered closed. Cowards knew this was garbage so broke word about calling and sent email. The whole experience was just awful and Rona showed they simply do not care about their customers. By far the worst experience I have had shopping online. I wanted to support a Canadian company but learned my lesson the hard way. Ordered same thing from Amazon and had it 2 days later.”

Helpful Report

Posted 2 years ago

“terrible costumer service .”

Helpful Report

Posted 2 years ago

“The worst experience ever with customer service and delivery. No one gives a lead when your item will be delivered. Very vague answers each time I called (you are lucky if your call will be answered). Delivery was 4 weeks late. And I was told to be home as delivery will be curb side only. 650lbs delivery, only one person came to deliver. In addition, delivered at 8pm. Very disappointed with RONA”

Helpful Report

Posted 2 years ago

“One.item both on 13th of June 2022... Today 14th of July...and nothing received ! We are as... ping-pong by the customer service.... Money took.....14k...and no item!. Difficult to talk seriously to a supervisor or manager....ridiculous.”

Helpful Report

Posted 2 years ago

“I was there on Beaverbrook, Rona in London, looking for and elbow for eaves through extension, not a single soul to tell me where to find it, walking around the store for 20 min. from section to section. finally I found but they had a plastic one, for over $7 , ,I did not buy it, just asked from the guy at the cash register , if they have any metal one, he said no. I went to Lowe's , found a metal one for around $6 , prices higher at Rona, not too many choices of merchandise, and short of staff, if the manager does not want to hire more staff, so , he or she should be on the floor to help customers. if I could give Rona -5 star, I would do that,”

Helpful Report

Posted 2 years ago

“Spent 40min at one if the Calgary locations, paid for the product to find out that they ran out of stock. Went to another location and spent another 20min going from customer service e back to the till. The worst customer experience!!!”

Helpful Report

Posted 2 years ago

“I live on Southern Vancouver Island and don't use a car. Originally I bought an EGO mower plus a chainsaw for the second battery at a location over 60km from where I live. This was the only place within reach that had both items in stock. I needed them quickly to deal with a neighbour's overgrown lawn. A few things went wrong, one of them before I left the store, and the manager did an amazing job to get me what I needed, knowing I had bicycled over 60km to that location from my home to retrieve the items with a trailer and ride home. More problems surfaced after I got home, one due to a store error and one with the manufacturer, EGO. That problem was with the mower's included battery being different than the one pictured on the box and not having the status indicator, which is important to me on acreage here. The company did not offer an ideal or easy solution for me, but again, Rebecca at Nanaimo was able to make the best our of the situation. She found that no mowers at her location had the expected battery, but my dad found another mower near his home in North Vancouver with the help of staff there, so he bought it after I consulted with Rebecca. I was then able to return the original mower to Rebecca when the two problems, including the store error, were sorted out. In total there was significant hassle involved, but I was impressed with how helpful the staff were at both locations, especially the Nanaimo one and especially Rebecca who demonstrated not only commitment to the customer experience but also the systems knowledge to find solutions quickly. Due to my experience in purchasing this, my first EGO equipment, I feel confident for future purchases with RONA to expand my collection of the tools.”

Helpful Report

Posted 2 years ago

“I agree … never order online. I bought a lovely set of patio furniture from them. Took a long while to get it and trying to track it was a nightmare. Anyways I finally found out that although I live in Ottawa this was coming from B.C. It finally arrived but one section was wrong. Well, try contacting them! Not going to happen. I contacted different customer services of theirs online and got different answers but no solutions. This was May. I still have the wrong piece but paid the full price. Phoned their number but no option for talking to anyone. So I’m stuck with an expensive piece of furniture with an armchair piece on one end and no arm on the other end, throw pillow missing and a “who cares” attitude from Rona.”

Helpful Report

Posted 2 years ago

“So first I will share my complaint letter and then I will tell you what Rona did for me. We are extremely disappointed with our recent purchase from Rona. It seemed so simple. All you had to do was to fill our order with a new product. But someone in your system couldn't just do that. No, they tried to cut a loss and sent us a returned product. Yes, that's right, a returned product! When we first opened the pump light, the packaging was a little askew. But when we opened the plastic box to take out the pump, we find that the paper instructions were damp. They were obviously used by someone and repacked. We should have stopped right there but we didn't. No, we spent about 3 hours trying to get the light to work. Well it didn't, and we're pretty sure that is the reason for the return. But then for your people to turn around and send it right back out to some unsuspecting customer? Well that is how you lose customers! This is so unacceptable on several levels. You should be ashamed Then when I called and got through to the actual customer service department, this is what they offered me. I could drive the 30 mile round trip to the nearest Rona store and get a refund and they would give me 10% off of my next order. My next order??? There will never be a next order! 3 hours on our hands and knees trying to figure why this thing is not working, all because they tried to re-send a bad item out again. Outrageous. 10% off? They should have done much better than that, on the the first go-round and on the second as well.”

Helpful Report

Posted 2 years ago

“Never order from them on line!! BAD CUSTOMER SERVICE, NOTHING WILL GET DONE”

Helpful Report

Posted 2 years ago

“Ordered an patio umbrella was defective and didn't like it. Went to return it and told they wouldn't take it back because they said that it was used based on their perception. In fact it was just put up checked out and put back in box. It wasn't used at all.”

Helpful Report

Posted 2 years ago

“I went to Westend Rona for paint to complete my project. Dmitry and Niko were very knowledgeable and helpful with getting me the best paint for the job. If you are looking for knowledgeable people, go see these guys.”

Helpful Report

Posted 2 years ago

“very poor customer service online in dealing with a defective product.”

Helpful Report

Posted 2 years ago

“Horrible horrible service! My husband ordered some materials via curbside pickup and the experience was terrible. He waited in the delivery zone for over 45 minutes for someone to bring his stuff. When he called customer service (3 times!), every time they kept giving him conflicting information, sending him to different areas of the lot and/or asking him to come inside the store and search for his order himself. What kind of curbside pickup is this? Never buying anything from this awful place again!!! If you can't provide a curbside pickup, don't offer it as an option and for Christ sake, give people the correct instructions about how to get their stuff, rather than sending them to run in circles in your lot and store for over 45 minutes!”

Helpful Report

Posted 2 years ago

“Sucks! Order material and never delivered Go to the store and ask what is up and told they will get driver to call me as to delivery and never get a call. I maybe be not a big contractor so not as important and anyone who thinks they are great obviously don't know what it is to wait for days on your project is. Home depot even looks good compared to this. I at least think when they say someone will call have the courtesy to call. So much for shopping local. Never again!!!”

Helpful Report

Posted 2 years ago

“Went to Rona to purchase flooring and use their installation services after nothing short or poor service from Home Depot (6 weeks and still hadn’t received a quote). From the moment we stepped into the store everything went smoother than I could have imagined. Kai Malmstrom was a pleasure to deal with - he outlined how everything would flow and it was bang on. The installer showed up to measure exactly when he said he would, the full quote was delivered exactly when Kai said it would be - I paid the bill up front and received my installation date. The crew showed up, completed everything and went above and beyond. Dave and Josh are excellent and did a fantastic job. We had a minor mishap with a light fixture and without hesitation they paid for replacement on the spot. We can’t say enough good things and we will certainly use Rona again in the future - Dave and Josh thank you - Troy and Christine White Barrie, Ontario.”

Helpful Report

Posted 2 years ago

“I purchased dona conna at Rona. They charged me $27.99 each. I had purchased the same product from a local Coop building center. The price was 16.99. I protested, and was told that was the price. I logged a complaint online with Rona complaint department, March 1 2022. I received an automated response with a case number, but no follow up. I contacted Donald Frieson, Executive Vice President Supply Chain, Lowe’s Companies, Inc. He replied with an apology, and a promise that he would have the 'Canadian Team'. That was it. No follow up, no offer to match the price, no additional customer service. I go out of my way, even driving for up to 1/2 hour to avoid the Rona stores, and since they are owned by Lowes, I don't shop there either.”

Helpful Report

Posted 2 years ago

“Customer service person was terrible just a bunch of excuses but no answers. Product I ordered was supposed to be delivered between 3-5 business days but after 7 still haven’t seen it. I called customer service and they said hopefully by the end of the week and it is Tuesday now. Don’t buy on Rona online!!!!”

Helpful Report

Posted 2 years ago

“My advice is when you get to Rona - leave immediately! Rona will only give back your money if you have the original packaging -Home Depots policy is " make people happy"! Ronas policy should be - argue with customers whenever you can! Go to Reno Depot or Home Depot whenever possible - to hell with Rona!”

Helpful Report

Posted 2 years ago

“Awful online purchase experience. Ordered a $700 medicine cabinet - which did not arrive. Local store says they have nothing to do with Rona Online. FedEx said package appeared lost, but I'd have to deal with Rona. Rona first said they would initiate a trace on it (turned out they just put me in a queue to have a trace initiated), and has steadfastly refused to refund my $700 until their 'tracing process' is completed. It is now 2 months later -- and they are still refusing to give me a refund while they supposedly trace my package. I have ordered and received the item from another retailer - and just want my money refunded, but they continue to refuse 'until they have completed their process' Unbelievable.”

Helpful Report

Posted 2 years ago

RONA is rated 1.7 based on 450 reviews