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1.1 118 Reviews

Rona Complaints Summary

3 Resolved
115 Unresolved
Our verdict: If considering services from Rona with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Rona reviews & complaints 118

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C
8:48 pm EDT

Rona Mislabelled price on shelf, poor customer service, cashier appropriateness

1. Upon entering the Rona in Maple Ridge, B.C. It became evident that it was going to be hard to move through this overcrowded store. There were forklifts, unattended buggies with merchandise to be put away and or being used by employees of the store for stocking. Some isles were impossible to get through with a buggy due to clutter and obstructions.
2. When I first approached the cashier for items to be purchased she asked if I wanted to donate to Children's' Hospital. I declined and was given a very guilt ridden response... Not acceptable! She has no idea what charities I donate to and does not have the authority to judge me!
3. Purchased what I thought was a carpet item that had a sticker price below of 49.99. When rung through the till it rang through at 69.99. Therefore, I asked for a cashier to check price. We checked the isle and indeed there were no carpets in stock that matched what was shown below the item on the shelf. She couldn't help me because it was a different product and I would need to get customer service to help. After waiting for 10 minutes in the isle, I went back to the cashier... She paged again for customer service. Waited another 10 minutes to no avail. Went to the customer service desk and was poorly treated by the staff at the counter. I explained the problem and they asked me where the carpet was. My husband had dropped it off where instructed by the cashier. While explaining my situation to customer service, someone had taken the carpenter and put it back in its place on the shelf. When they couldn't find it at customer service drop off area (as someone had already taken it back to the shelf I later found out) they insinuated that my husband had left with the carpet and they asked where was my husband? He had already returned to the car to put away our other purchases as he was thoroughly frustrated by then for the incompetence of everyone in the store! Again, making me out as the criminal and negligent person... Wow! By then I am losing my mind with the unprofessionalism and courtesy of the customer service. At no time did they apologize and/or offer me some sort of compensation for their error in coding and pricing. The lack of communication between staff and customer service was beyond my belief in how poorly a store is being managed. I left so infuriated that I will never go back to another Rona again. I have no confidence left in the integrity of this company or the so-called customer satisfaction they apparently strive for. All for a price difference of $20.00. By the way, I spent $200.00 on other products that I regret doing now as I have no desire to give them any more of my hard earned cash!

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5:32 pm EDT

Rona Online purchase

Ordered 4 cushions for my outdoor swing set. They were supposed to be 65 inch floral and I received 45 inch grey. I filled in a return form and it stated 2 to 3 business days. I waited the allotted time When I got no reply I called the customer service centre and waited about 30 mins on hold. I reached someone and they said to send a picture and they will send a return label. I waited several days and received nothing. I called back and was told the return label can take two weeks. I tried to call again today and gave up after a hold of 1.5 hours. This process is taking far to long. They have my $500 dollars and I'm stuck with this massive box of cushions with no where to store them. COVID is the excuse of the day it seems. Next time I will order elsewhere. I used to like Rona but they suck now that Lowe's owns rhem

Desired outcome: Money returned and cushions returned

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5:47 pm EDT

Rona Online / Curb side pick up

Order # [protected]
Delivered me entirely the wrong item, and now i need to go through trouble of returning the item before you give me a credit. Why does your incompetence become my burden?

Order: [protected]
I cancelled my online order the same day i put it in. Customer service tells me i will get an email confirmation . Next day i instead get an email saying my item is ready for pick up. I call again. Spend 52 min on the phone and i am told the system is slow, and if refund doesnt go through, i should call back tomorrow. Further, apparently, some of my order has been picked up already, which is a lie as i never left my neighborhood.

Rona/Lowes is a mess of customer service, and has not evolved and kept up with online experience.

Desired outcome: Follow through on refunding people for your bad service.

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4:30 pm EDT
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Rona Advertisement

Good afternoon,
I have been watching TV and noticed a current commercial that Rona is using. In the commercial, there are 2 carpenters building a deck. The one gentleman on my right is having difficulty finding the word for his coffee cup. Unfortunately, this is a common occuraance amongst the aging population. I find the commercial to be very demeaning of seniors and would suggest it be taken down.
Thank you for your attention to this matter.
Kindest regards,
Mary Ellen McDonald
[protected]@gmail.com

Desired outcome: Removal of commercial

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11:16 pm EDT

Rona advertisement about building a deck

Rona recently started running an advertisement about building a deck with two middle age men. One of the men is older and the entire ad is showing him trying to remember the word for "Coffee Cup". I think the intent was to show his skill building but if is really offensive to the millions of people struggling with dementia or Alzheimer's disease and their families.

This ad needs to removed and rethought as it is very inappropriate. and hurtful even when you make it seem like a joke

Thank you for responding to this disturbing ad by removing it.

Desired outcome: remove this ad and think before you use a disability as a comic element in an ad.

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7:22 pm EST

Rona web order. Missing one part of 3 piece order (Glass shower doors)

I ordered a shower base and glass doors from Turin through your website. I received the base on February 4. I received the base on February 11. I received 2 pieces of a 3 piece glass shower door kit on February 12. I called on February 12 and was told they had contacted Day and Ross and it would be there that same day. It has still not arrived. After numerous calls and never getting any promised call backs on progress.I am currently told you are waiting for a response on a trace from Day and Ross. I just want the missing piece of the shipment. I can not understand how you would not just ship the missing part to the customer and work out your claim with Day and Ross and Turin on your own terms. I spent over $1500.00 on this and I seem to be held in limbo till you resolve this with Day and Ross. Not what I call customer service. The last call told me that I was about half way there to getting this resolved. If Day and Ross agrees there is a missing pkg then I may get a refund and I could reorder. That would make it 2 months since I ordered it. All I want is what I ordered. Web order [protected]

Desired outcome: I want missing piece of shipment sent to me ASAP.

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1:53 pm EST

Rona Appliances

I ordered 4 Whirlpool Appliances on September 11 /20. (Fridge, Range, Mocrowave, Dishwasher).
I understand the covid issue and delays, but this is getting ridiculous.
Besides the delivery date being changed several times... I just got my Fridge Nov 19... and I just got the range Mon Feb. 1... and they scheduled the microwave to be delivered on Feb 4 and they were a "no show". Then it was rescheduled for Today, Feb 8 and once again a "no show"... no phone calls or notices that they are not coming.
As for the dishwasher, they're talking sometime in March (no definite date yet).
I appreciate the appliance manager at the store is trying his best... I don't understand how this can be acceptable!
Very Poor Service!

Desired outcome: To get my other 2 appliances and some sort of compensation for my inconvenience of not having any appliances in my home.

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1:42 pm EST
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Rona online web order

I placed two orders in December 2020 for Tech-steel Epoxy putty 75g. My first order arrived for pickup in store in approximately 10 days but the order was not complete as they were short one unit and I needed to substitute it with another product. I then reordered 5 more units on December 29 2020 (Web order [protected]. Up until today January 19th 2021 I have still not received any notification of where my order is and why it has not yet arrived. I do not believe that 3 weeks is necessary to distribute an order that you have listed as in stock at a distribution depot. I also do not think it is an acceptable level of service or continuity to not have an active tracking system in play where a customer can monitor their order and see its progress. My order has done nothing in 3 weeks? This is simply a failure on Rona's part to deliver a bare minimum level of customer service.
Please respond to this communication with the degree of urgency it clearly demands.

After contacting both the pick up store location and the customer service phone service for Rona all they say is that the product is on back order and it is in Calgary distribution center and their may have been some logistical issues in its transportation to my store in Maple Ridge BC. 3 weeks and it has not moved? If I place an order on line and it states that it has this product in stock I should not expect that after 3 weeks there is no indication of the order even having left a distribution center? This is truly an abysmal degree of customer service. Honestly, a decent company would see their error and if necessary ship my order directly to me immediately with an accredited shipping company seeing as they are incompetent enough to fulfill this simple task.

Eamonn Burke
[protected] Avenue Maple Ridge
BC V2W0C3
[protected]

Desired outcome: Receiving my order promptly would be nice???

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5:48 am EST
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Rona Maytag dryer

Waited for a washer and dryer for 2.5 months when it finally came the dryer is blowing cold air. Call the next day to rona and ask if I can get my blimey back or get a new dryer. Dina said they want us to use our warranty! Why on a new dryer. They would not get me money back so give me a new dryer then. It's been a over a month and no communication. I don't even know what is going on. No answer at the store

Desired outcome: Money back or new dryer ASAP

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6:02 pm EST

Rona Table setbrassex brassex soho dining set - polyester - gray - 7 pieces art. #[protected]

Follow-up on web order [protected]
This is a defective and damaged set,
I had major delays on delivery and when it came in I could not assemble it.
Parts did not fit properly.
Of course paid in full $1498.00 and have been trying to resolve this ridiculous problem since October 5th. Order placed on 18th of August, received order September 29th.
I have made at least 10 courteous attempts to see what they will do about this with no answer. I got 20% off because the screws did not fit in the table.
Then I saw the scratches, the stains and reported that as well.
This is set is beyond defective I have asked for a full refund and no one will get back to me. Please help.

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12:21 pm EDT

Rona Customer service

I called September 26, 2020 at 8:30am to see if they had 28 - 5/8 x 4x8 plywood a man replied that he did and it would be $45.99 a sheet, at 10:05 I went into the store mentioned that I called ahead, the man behind the desk pulled what was a pre printed order it had my phone number on it and the $45.99 per sheet was also on this. It was ripped up in front of me. I paid with my Visa and loaded my truck with the material drove home and loaded the material into my basement. Then while having a break I looked at the receipt to find out I was charged $56.69 per sheet which was $11.00 over the price I was quoted on the phone. I called the store right away (12:00) and the man on the phone which was the original guy I spoke to said there was nothing he could do about the price. I just want the difference refunded to me because I need the material and it is loaded in my basement.
Thank you
John Fisher
[protected]

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8:45 am EDT

Rona Promotion codes don't work

I subscribed to the newsletter hoping to get $10.00 off. I got a promotion code that I could apply to my 150.00 online purchase. One single item (RCR Concord Carpet Runner 36-in x 50-ft - Anthracite). Promo code:01BRNSF-KZZTZP3. The item is not excluded in the conditions (posted below). After trying to apply the promocode on check-out, it did not work. This is misleading the customers and extremely annoying. Now I have to deal with customer service.

* Save $10 on your next purchase of $50 or more on items at regular prices, before taxes. Offer valid for the first subscription to the RONA newsletter only. If you are eligible, your discount coupon will be sent to you by email, once your subscription is confirmed. The discount coupon is valid for 30 days after its receipt and must be remitted in electronic or paper format at all participating RONA stores OR at www.rona.ca by entering the promotional code in the "Promotion Code" field of the online shopping cart. Only purchases of in-stock products at regular price paid in cash, debit or credit card or by Paypal are eligible. This offer also applies on products being delivered and/or installed if delivery and/or installation charges are paid in full at time of purchase. RONA reserves the right to limit quantities of products purchased. While stocks last. Limit of 15 units of the same product. RONA reserves the right to limit quantities of products purchased. While stocks last. Doesn't apply to purchases of construction lumber (wood, plywood, OSB, treated wood, cedar, composite), asphalt shingles, gypsum panels, major appliances and branded products: Alfred, Thor Kitchen, Canexel, Rockwool, Dyson, Google Home, Nest, Ecobee, Broil King, Kamado Joe, Napoléon, Traeger, Weber, Arlo, Samsung Smart Home, Lutron Caseta, Amazon, Cabanons Riopel, Kohler web exclusive products; does not apply to Sico Evolution and Sico Muse products. Cannot be combined with any other offer. Cannot be used in conjunction with any other coupon, discount, instant savings or rebates on kitchen cabinets or promotional offer including; RONA employee discounts, RONA low price guarantee, RONAdvantages incentives, or any other special pricing programs. Cannot be used in conjunction with the following products and/or services: extended protection plans, installation, shipping, assembly, rentals, cut-shop service, delivery charges, service purchases, labour, tool rentals etc. or previous sales. Gift card, special orders or purchases made with in-store accounts or purchases made PEFC Certified by clients with a specific contractual agreement executed with RONA are not eligible for this offer. Doesn't apply to previous purchases and layaways. Not convertible into cash. Certain conditions apply.

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Ms.Mary.A
, CA
Oct 18, 2020 2:59 pm EDT
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Spent 1 hour and 7mins on the phone with an online rep trying to order a Galanz 3.1 cu FT Upright Freezer. She was giving me different info than what I was reading online. She was trying to price match with walmart. She was asking for all sorts of numbers to do the match which I was providing. She kept me on hold endless times confirming with her senior team. She couldn't confirm if the product would be delivered to my home or store. The price match credit along with the $10 coupon for joining the email list was to be given as a credit after purchasing. I ordered the product and then I was told that she couldn't give me the match as her senior staff would not approve? Now I have to wait 3-5 days for the credit. She told me she emailed the vendor directly to cancel the order. I wanted to use my air mile cash money but Rona doesn't subscribe to e-voucher and you can only redeem in store ...this product was exclusively online. I could have easily bought this from Walmart without any hassle but I thought, hey why not shop at a canadian store...NOT SHOPPING AT RONA AGAIN

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F
1:01 am EDT

Rona Installation service not provided

I ordered parts for a pergola and hired Rona installation services. Everything was paid in full. Parts were 2 months late in delivery. No installation has occurred up to this point. RONA has not provided any estimated start date. This is supposed to be a very simple project, but have been waiting for over 2 months, with no expected start date and end date to complete. Very disappointed with RONA and LOWES Canada.

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1:26 pm EDT
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Rona Refrigerator not delivered

Web order #[protected] placed July 18 with payment by VISA authorization #09545F.
The order is for a Frigidaire 13.9 cu. ft. with top freezer.
Delivery was promised for July 24, but I waited all day and did not hear from anyone.
To date I have spoken with two different reps. at 1-855-766-2123, spoke with two different reps. at customer service, exchanged 1 email with customer service and I have seen on three occasions, the manager of appliances at my local RONA outlet on 768 Warden Ave. The manager could only say that the item was definitely in stock after no one responded to his phone call or texting.
Each time I have managed to contact some one (long waits holding the line!), they take my info and nothing ever happens. Please help!

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2:27 pm EDT

Rona New fridge broke and will not replace/repair

Recently built new home buying most materials from Powell River Rona and 6 appliances including a fridge.
Paid Rona well over $100k and they refuse to fix or replace fridge which did not work.
They refuse to have fixed or replace even though it did not work properly from store.
I cannot have fixed by manufacturer as Powell River is out of their service area.
If Rona sells product they should replace or have fixed in timely manner as we notified them a week ago and everything in fridge has spoiled.

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11:12 am EDT
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Rona Online service

I have ordered 12 bags of mulch (red cedar) and 1 bag of grass seed at a total cost of $75.00. It was a curbside pick up at the time which was May 4 2020. The website said that it would take 3 days to get the order ready and with the Covid19 pandemic it might take longer. Today is the May 17 and still waiting for product. what should one do and how long should one wait for their product for a curbside pick up

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Update by Terrydegrechie
May 16, 2020 11:51 am EDT

Ordered on line May4th totalling in amount of $75. To this day May 16th the order has not been shipped delivered or even have had any acknowledgment that it is in. They have taken their money though...

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3:24 pm EDT

Rona Boiler install

I have been in contact with Greg Bloom for several months now he is install manager for Bc our boiler was bought and installed Oct 2018. In February of this year our boiler started shutting down Rona sent Paul Burke plumbing to fix problem. Paul came 5 times and couldn't fix the problem he then severed all wires to the boiler and left mad. He then accused us falsely of having installed new appliances to city gas stove and 2 fireplace 1 of which was installed 20 years ago which we did not have permitted. We have since had another company come a pull permit. They wouldn't return deming the project unsafe? We had to call another plumber to fix problem it was proven that original install by Rona was done wrong. Rona installed incorrect gas line size according to codes which in turned caused the boiler to shut down. At our expense we paid to have improper gas line changed and wires reattached that Rona installer cut. We have been requesting repayment of these issues but to no avale. Please contact Greg Bloom Rona install manager for bc he has numerous emails proving all this and just keeps giving us the run around

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1:58 pm EDT

Rona Frighteningly bad service

I thought what a great idea (turned out to be in theory only). I ordered online at the Pincourt, Quebec store and expected curbside pickup as described. I did get an email that my order was ready and as per instructions, drove to the store and looked for the pick-up zone. It did not exist. Turned out I had to wait in the line, go into the store, wait in line for the cashier, show them my order confirmation and then haul my heavy order to my car by myself. I could not believe it! When I try to phone customer service, the line is ALWAYS busy. When I email, I do not get a response. Wow. So very, very unacceptable.

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6:28 pm EDT

Rona Worst service

I ordered appliances online as my stove is not working.
So Rona St. Catharines call to confirm and told me they can deliver June 3rd and can not do anytime sooner! I asked IF I need to cancel what is the process and they said I can cancel anytime.

I got a second call from Rona within 5 mins and informed me if I wanna cancel I need to inform them within 24 hours. I said if I do I will let them know.

I didn't call coz I don't want to cancel.

I recieved an email today with a cancellation WHO AUTHOZIED IT? I don't know.

Called Rona and they said they can not do anything I have to go online and reorder or call 1866 number to get the same price. Now the 1866 number is busy for last 2 hours not even waiting straight busy.

1. 1st rep when she said June 3rd I asked her what Day is June 3rd, I am driving I can not check her reply was she can not check the day for me.

2. The lady who called and told me I have to let them know within 24 hour if I cancel said she doesn't wanna spend time on ordering if there is a possibility on cancelling and when I said I have not decided and if I do I will call her... She hung up on me without even listening to me properly.

3. After they cancelled my order when I called Rona upset. The resp who picked up he said they are so busy and getting more than 800 calls so I need to understand (now what I need to understand that Rona made a mistake and cancelled my order without my authorization)

Now I am also working I am not doing all of this sitting home doing nothing. I am going to work taking customer calls emails 1000 of them do I behave with my customer like this no. Do I have thousands of work yes coz that's I go to work so that I can provide the right service and if I make a mistake I try to cooperate and resolve the issue for my customer even if the error was not done by me.

N what's the experience I got from Rona

An order which got cancelled... I don't know if I would be able to resolve it... Don't know if I will get my appliances on time or now for this whole mess if I am going to get a delivery on time?

The only mistake I did was asking a curious question what is the cancellation process and Rona stuff member did a great assumption and made this whole mess for me in this pandemic days!

I am feeling helpless! Thank you Rona for this amazing service

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8:50 am EDT

Rona online service

ordered 200 deck screws to finish my dock. Its been 9 days and my order hasnt even been processed let alone shipped.Sent them first Email 5 days ago still no response, sent them a second Email 2 days ago no response. Tried to phone went through recording and it tells me to go online and hangs up. I have a partially open dock dangerous for children and dogs. I will curb side pickup at Home Hardware today. Absolutely the worst service I have ever experienced. I will never shop or order again!

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Phone numbers

1866 283 2239 1877 599 5900 More phone numbers

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www.rona.ca

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