RONA Reviews

Name: RONA
Rating: 1.72

1.7 Rating 450 Reviews

17 %

of reviewers recommend RONA

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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

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Anonymous // 01/01/2019

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“3 months ago I ordered 3 items. They kept missing delivery dates to the point that I was calling them everyweek. They would deliver 1 item then lose 2. Deliver the other one and mention then 3rd is still to be delivered by their supplier. 3 months now and I am missing my fridge. Definitely not happy and very poor communication from their customer service. They say they will call back and never call back.”

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Posted 3 years ago

“The worse place to shop online and in store. I made an order for 5 items, I had to ask for home delivery because there was no way for the website to give me the address of any of its stores where the item would be found. After making the order, I received emails and emails throughout the day, canceling the items one by one, until the entire order was canceled at the end. Calling customer service was worse ... this has been the worst experience!”

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Posted 3 years ago

“Absolutely TERRIBLE customer service. Bought an entire kitchen appliance package. All were delivered except for range. They missed their delivery date-blaming it on the agent before them and then blaming on the contracted delivery company. No one from “customer service” calls back, all seem to have NO CLUE how to operate anything. I’ll never ever buy from Rona again.”

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Posted 3 years ago

“Worst customer service ever. Spent at least 15 hours on the phone geting the run around to have them saying they had lost the fridge I had ordered 2 months prior. They don't care as their owners Lowes.”

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Posted 3 years ago

“Horrible experience. My first big purchase from Rona, and never again. I ordered 5 interior doors and had them delivered. They showed up a day late and were dropped off at my neighbors. Spoke with the manager and said I would be refunded the delivery charge. Over 2 weeks and still waiting”

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Posted 4 years ago

“I ordered a beautiful linen tower at a good price. The only problem is that it didn’t arrive, notwithstanding my having been given 4 delivery dates over 2 months. Then it arrived without notice. The customer service people were pleasant, but they have no authority to make decisions. It was then referred to a supervisor who tried to untangle the whole mess. She gave me a further price reduction. Finally she referred the matter to her escalation team. A fellow named Shawn I. contacted me. He asked me for a few days, because he needed to look into it and said he wanted to make me happy. He came back to me as promised and gave me a further significant discount. I’m now shopping at Rona/Lowe’s again. I understand the frustration of so many who’ve posted on this site. My suggestion, if it’s not working with customer service, ask to go to the escalation team. I’m more than pleased with my resolution.”

Helpful Report

Posted 4 years ago

“Poor customer service....order desk didn't know the difference between a nail and a screw...literally . .left shaking my head”

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Posted 4 years ago

“Astonishingly bad customer service. Similar story to many other complaints about appliance orders Was charged for dishwasher 6 weeks ago. Rona still unable to provide a delivery date Sept 24, Ordered a dishwasher on Rona.ca for delivery. Credit card charged Sept 25, was called and told they could not deliver until Oct 21. Was asked if I wanted installation for $150. Agreed and set up installation date of Oct 22 October 19, Called by Rona saying they did not have the dishwasher, and had no idea when it would be delivered. I asked to postpone the installation service and they said to call the store (I ordered it online). Called customer service, they told me to call appliances, they told me to call customer service. Eventually found the correct phone number for installation services to cancel the installation. October 21 - Multiple calls with Rona to get an updated delivery date. A few days later someone calls me and says someone will call me on November 4 to provide the updated delivery date. November 5. No one from Rona has called as promised. Contacted customer service. They said they would "email the store" to find out more.”

Helpful Report

Posted 4 years ago

“Try to return an in opened item. You need the paper receipt?? The year is 2020, and you can't reference my credit card? Absolutely the silliest thing I've heard in a while.”

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Posted 4 years ago

“I will never shop at rona again. They need a paper receipt to do a return. What year is this?? 1984????? Seriously guys, if you go out of business in a year don't be surprised. Every other store can cross reference to find the sale and do a return but somehow you 'can't'. Its insane that you still have customers at all.”

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Posted 4 years ago

“Unbelievably bad. How they are still in business is beyond me.....”

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Posted 4 years ago

“I want the manager of the Warden branch to reach out to me before I make my comment . I am still waiting on a return call . All I want to do is sit and speak to you about customer service, but are you avoiding me ?”

Helpful Report

Posted 4 years ago

“I purchased a Bosh $1800 dishwasher online, paid in full. The rep on the chat said I will get it between 4-5 days and that it was in stock. I called 2 days later with difficulty to reach someone who said that somebody will call me. I called every week and they told me to wait more. At day 25 they gave me a delivery date for day 67. They never showed up. Then gave me a delivery date for the week after and they did not show up. At day 76 they said they still don't have it and so I got a refund. I then purchased it on another appliance canadian site. I got it 2 days later. Do not ever buy an appliance there. Buy whatever is in stock at the store but when it comes to appliances don't do it there. We have a family and we had to wash dishes the whole covid summer while they had my money. Very bad experience and time wasted.”

Helpful Report

Posted 4 years ago

“I hired someone today to install a bathroom vanity and had to return to the store 3 times - first to pick it up, second to exchange it because it had a broken leg and then to exchange the second one because the counter was broken. This not only was an inconvenience to have to return to many times and a reflection of the poor quality assurance at RONA but I also had to incur more cost for the time of the person he hired for the job of installation. When I spoke to a manager about these incidents requesting some kind of acknowledgement of the inconvenience such as a small discount or gesture of customer service - I was told "if I had to compensate every person who came here with a broken product... " and was sent on his way- and this was from the manager.”

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Posted 4 years ago

“Purchased a fireplace insert and had it delivered. Second day, it stopped working. Contacted Rona. They offered to have vendor contact me. Vendor was stupid. They wanted to know if I wanted them to send a new motor! I had it 2 days! Wanted to return it. Have now had 4 conversations with Rona's to get this damn useless $600 thing returned. The last person just CUT ME OFF! FOund out Lowes purchased Rona's. Explains it all. I loved Rona's...not anymore”

Helpful Report

Posted 4 years ago

“Ordered a roof trap online as I did not want to go in-store during covid. 7 days later I received an email that my order was canceled due to inventory? I contacted customer service rep only to be told that I was ordering from a store and they didn't have inventory. I said I am ordering from Rona.ca not from a specific store and in-fact right now it says 25 available to be shipped. He told me that this is never up to date and Rona does not have inventory. So basically I am SOL with a 6 inch hole cut in my roof ready for this vent! I took it one step further and clicked on a few other stores that said it had inventory online and called them. They were a few hours away so the product would need it to be shipped and not a curb-side pickup. They did a visual for me and said they have it in stock and they confirmed that they have more at the warehouse. But if I ordered online they couldn't guarantee that it would be shipped? HUH!!! WTF Rona!”

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Posted 4 years ago

“This review is thank to manager Chris G. from Rona Burlington on Ironstone dr. We purchased a wrong patio sliding door (right hand instead of left hand) on line. Chris not only found the right door in his ware house but also rented the van for us, free of charge. We were done in no time with the switch of doors. And thank to Chris we have right door.”

Helpful Report

Posted 4 years ago

“Purchase a washer and dryer on August 27th 2020 with a promise delivery in Late September. I got a call from the warehouse a couple of days before the delivery date that they ran out of stock and they have reschedule the dlivery for the 14th of October. Got a call from the warehouse on the 12th that the stock is back order again and will only arrive at the end of October. I did complain to Rona complain center. A rep told me to go in store and choose an other model similar and the warehouse will cover the difference. I asked the rep to write a note in the system and he did. The next day I came to the store and have picked up a similar model that is available with a little higher price. The store manager call the warehouse to confirm the approval (since the warehouse will pay the difference). As we talked to an other rep, even though she confirm the note from the previous rep, the warehouse did not approve the transaction. The new rep told me to wait until this weekend for a possible confirmation. Even I asked her for a if I will be guaranteed to got a call she deny the guarantee. So it means that Rona warehouse promise is not legit at all. Everything they promise doesn’t worth a dime. They can promise you any date and change the time as they want. It doesn’t make sense that a purchase is not deliver over 2 months after the purchase.”

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Posted 4 years ago

“Ordered a range and dishwasher online and immediately had an issue with the range. Tried for over a month to contact Rona customer service by phone and email and left multiple messages with contact info. We never received a response. Fortunately, the range seems to have resolved itself. I will never purchase from Rona again. Very disappointing.”

Helpful Report

Posted 4 years ago

“- Purchased a dishwasher online on Sept 28 and was billed the same day. - Got a call that delivery would be on Oct 3 between 12-4. - Got reminder call on Oct 2, so got set with removing the old dishwasher, cutting off our kitchen sink hot water supply to avoid leaks. - Oct 3 came, and got a call from the delivery company that they "forgot" to get the dishwasher in the truck so would now come on Monday. Was already frustrated. - Got a reminder call on Sunday that the delivery would happen on Monday between 11:30-3:30. - Monday 9am, the delivery driver called me to say he's coming in with the dishwasher. Had to cancel a morning work call to accommodate. The truck came in, they opened it and then told me my dishwasher was not in the truck! - I spent over 5 hours speaking to different reps at customer service and the appliance centre - got some promises for call backs and promise for delivery later in the day. Nothing - Tuesday, I placed another call to Rona and still got no firm commitment for delivery - Tuesday evening, drove to a competitor and picked up a dishwasher. Possibly a better one for about the same price. Finally got our kitchen back! - Wednesday - cancelled and requested refund from Rona - never again will I buy an appliance from them!”

Helpful Report

Posted 4 years ago

RONA is rated 1.7 based on 450 reviews