Rona review: Online order service

Re: Order # 8615837
On Nov 1, 2019 I ordered from Rona's website a Tub Surround. The article stated it would be shipped in 3 - 5 days. I started calling your customer service on Nov 16 as of the status of my order and was told very matter of fact that just because it says it will be shipped in 3-5 days doesn't mean it will be delivered in that time frame. I was told it was to be delivered on November 18th and that somebody from Sameday Delivery Service would call me. November 18 came and went with no delivery. I explained that we had our contractor scheduled to do to do the install. I called again on November 19 and was one again told that it would be delivered the next day which it was.
When our contractor opened the box one of the pieces was damaged. I took pictures and called your Customer Service line once again. She gave me an email address to sen the pictures to which I did immediately. I asked that a replacement piece be sent ASAP. On November 25 I received a call from your customer Service Agent that I spoke to on the 20th stating that they couldn't just send me the damaged part but would need to send the whole unit again. I said that was fine but then she went on to say that Rona would not ship a new unit to me and that I would have to return it to one of your corporate store and go on line and reorder the unit. I asked why she didnt tell me that when I spoke to her previously & why they wouldn't ship a new one and her reply was because it was not Rona's product even though it was purchased off of your website. I am assuming that to reorder it would take another 20 days before it is delivered.
Needless to say I am beyond frustrated and disappointed in the service I have received from Rona. I am writing in the hope you can restore my faith in your store and help me with this problem. I have been a long time customer as I live very close to the Kamloops store and have used it to renovate many areas of our house. Please respond as soon as possible as time is of the essence as I have family arriving from the UK in 3 weeks and will need a properly functioning shower (old one removed before damage discovered)
I look forward to your reply.
Charles Davidson
[protected]@bcgroundwater. ca
[protected]

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