Aosom Canada
Reviews and Complaints

J'ai reçu ma commande rapidement (8jours). Malheureusement il y a eu des dommages dans le transport à un coussin et une pièce en métal (égratignée).Je les ai contacté par e-mail et j'ai eu une réponse quelques heures après. Ils m'offraient 2 solutions. Ils me donnaient 65$ en compensation ou il remplaçaient les pièces défectueuses. J'ai choisi le remplacement et 10 jours plus tard j'ai reçu un nouveau set de coussin complet (3) et la pièce de métal en double.

Vraiment impressionnant comme service. À part ça je suis très satisfait balancelle. Pas super grosse qualité mais à 400$ taxes incluses c'est très bien. Vu ailleurs le double du prix.

I ordered a training bike from their business partner ***. Item fell apart and they are refusing return or replacement! Their customer service number are fake. Shame on you and I will file the complaint against you.

I bought a greenhouse in preparation for our new corona world...half the poles snapped in the first wind. They offered me ten percent discount after seeing photos of a completely destroyed item..now I can't grow food and I can't afford another...thanks aosom

Poor quality. ***. Purchased 4 beach chairs in May and they have all ripped with light usage. Could tell they were poor quality when we opened the box but thought they would last a few seasons. Cannot return since it's past 90 days and they are out of their original packaging. Cannot leave a review on Aosom website after 90 days either. Very disappointed.

Reviewed a product that I found on their US website for $134 with free shipping, but not to Canada. Went on the Canadian website and found the exact same item for $249 with free shipping. I emailed them for a price match or something similar, but they gave me a silly reason as marking promotions are different yadda yadda yadda. Looks like some price gouging to me. For that reason alone I won't buy from them. If that's the kind of service and answer you get prior to being a customer, I think I'll pass.

I purchased a *** to allow me to venture outside, but discovered the hard plastic wheels made it very unstable on uneven surfaces. I reached out to customer service and thought it odd that they wanted a photo showing the defect but sent a photo anyway. Based on the reviews I read after I made the purchase I didn't know what to expect. I have to say I have nothing but high praise for the woman I was communicating with, she was very understanding, Aosom gave me a full refund and paid for the return shipping cost from Vancouver.

This company is terrible. I bought a stationary bike and it broke within 2 months of owning it. I emailed them about a replacement part and it's been 2 months and still no part and they keep saying the warehouse is backed up. Then when I ask for a refund and return the bike they cancelled my part replacement and advised me to deal with *** which doesn't help me because I'm outside the *** warranty. So had to start the replacement part process again.
*** their customer service is terrible and I'm lucky I never got hurt on the bike when it broke.

Ordered a kick scooter for 177$. Realized it was a total piece of crap (loose joints, shaky breaks, squeaks from everywhere) so I tried to return the product.

They told me I couldn't return it without the original box (which was destroyed in the shipping), and would charge me a 20% restocking fee, while also having to pay for shipping.

Otherwise I could keep it and they would offer a 27$ discount. ***, this is why they only sell online, everyone would see how shady their product is in store, and they get to keep you hostage once you have ordered from them.

We bought a $440 spin bike (***) from Aosom. Their return policy (30 days unopened) and warranty (90 days) is pathetic.

Our spin bike stopped working after about 4-5 months of mild use. After poor customer service support via email (the only way to contact this company), we had a bike technician take the spin bike apart and he identified a stripped brake knob assembly as the problem (the threads which would control tension as you turn the knob were stripped by the bolt - indicating poor material and/or manufacturer defect and design).

Now I just want to buy a spare brake knob assembly and Aosom can't get past their standard "your bike has a 30 day return and 90 day warranty" response! Maybe I'm dealing with a poorly programmed AI customer service bot?

Well, it started with 4/5 stars, but now I am considering only 1. We purchased from this site because they were about $150 cheaper than any other company for the same product, as well as they are Canadian and relatively in close physical proximity (same province). The only issue I had was that we were missing one seat cushion for our outdoor furniture set. But now, the customer service and communication from this company is ridiculous. They basically said the item is out of stock - but won't answer to providing us a cushion when stock is returned? They also won't provide a fair monetary refund (cushions cost well over $200 each for this type and colour and size), or at least haven't offered yet. And of course I am not returning the product if I have to pay the shipping and restocking fees, etc. It is not my error. In any case, it's been four days since my last correspondence, and I can't get through the phone lines - always "full". Next complaint is the Complaintsboard.com, then social media.

Extremely dissatisfied with my purchase from this company and their *** no-return policy (" no return under any circumstances if the box has been opened)". I purchased a $270 office chair, and immediately upon opening the shipping box I saw it was poorly made *** materials and defective design. I went back and forth with their so-called customer support lady over several days and asked how to return it. To my astonishment, I was told that because the box was open I could not send it back regardless of how unhappy I was with the chair. And even (she cautioned me,) if the box had been unopened I would have to pay for the return shipping of this heavy item to them, and they would take a 20% restocking fee on top of that! ***, of course, no customer is going to be able to see that the item they purchased is *** cheap workmanship or inappropriate, until AFTER the box is opened!

We received this scooter for our son and after putting it together we realized the brake kept sticking so you would have to manually push it back to the correct position every time you used the brake. The tires are also made out of some sort of soft plastic that would not last long if used on pavement. We reached out to Aosom to return the scooter as the brake was defective and they kept sending the same canned response asking for pictures and videos so they could send it to their quality control department to determine how to repair it. We purchased a new scooter and don't feel like we should have to be troubleshooting and repairing a defective item. With absolutely no help from Aosom we reached out to *** and they issued a refund right away and dealt with Aosom directly. ***. I had also called their number online and it does not work. ***! I will never buy anything else from this company. Worst customer service I have ever experienced with a company.

The price may seem reasonable but the quality of the products is not worth the time and hassle in the end. I purchased an event tent in June with zero intentions of returning the item, however, the product appeared to be defective during assembly. So with dissatisfaction, I spoke to a customer service representative about the situation and she agreed to process an exchange, which again, I had no intentions of returning the new product otherwise I would have requested for a refund. Yet during assembling the new (exchanged) tent, appeared to be defective as well. Once again, I approached the customer service representative I dealt with the first time and I informed her that I was not interested in the refund, as I hoped to receive a tent that wouldn't be defective and could use with complete satisfaction, but due to high demand for event tents during the summer season, their stock was low and I was left with the only option of accepting a refund (which was approved by her superiors). Though, I was unable to physically bring the tent back to Aosom Canada Inc due to personal matters, they assured me that since the issue was brought to their attention within the 90 day warranty I would still be able to receive a refund once I return the item. 8 days over the 90 day warranty, I finally brought the tent in, the General Manager rejected my full refund due to the delay in physically returning the product within the 90 day period even though I was told otherwise. The General Manager of Aosom Canada Inc lacks professionalism and business ethic.

I ordered an outdoor car park for my father recently. It came from Aosom, one of their 3rd party sellers. The package arrived on time, but it wasn't what my father wanted, so I contacted the company to request a return. They emailed me two options: a) keep and sell the item myself, or b) return it at my expense plus a $25.00 fee. I chose to return it, accepting the costs. My refund request was processed on September 29th, and two days later, my husband shipped the product back at a cost of $45.00. By October 8th, with no refund in sight, I called Aosom. They needed the courier's tracking number, which I didn't have. After much effort, we obtained it. I called Aosom again, only to learn that the courier's updates were stalled since October 2nd, and without confirmation of the item's arrival at their warehouse, no refund was issued. Two customer reps were to follow up after opening a dispute with the courier but never did. In the end, the courier resolved the issue.

Chaise berçante de patio Outsunny - Modèle n° : 84A-148 - Web : [protected]

Dans nos échanges, les représentants d'Aosom me demande d'identifier les pièces défectueuses et disent que les chaises étaient garanties 1 an sur les pièces. En lisant la facture, il est écrit 1 an sur les pièces et main-d'oeuvre.

Nous les avons achetées le 6 avril 2023 en ligne chez Best Buy.

Étant donné que le problème est la rouille, elle est cachée partout dans les tubulures. Nous avons déjà perdu beaucoup de temps et d'énergie à nettoyer le balcon de ciment, le plancher de la cuisine, à acheter du plastique pour faire dégeler les chaises dans la maison, etc.

Aussi, nous leur avons parlé des renseignements ci-dessous, concernant la garantie légale...

I bought this item through Walmart. I received one of the main pillars of the gazebo foundation completely damaged. I have pictures. Walmart advised me to contact the Seller first before they take action. I can be contacted through email or my social media platforms as I am an online blogger that tries products and shares my experiences with my followers about the Company I purchase products from. My email address is [protected]@gmail.com.

I will await a reply from this company about the damaged product within the next 3 business days before I proceed with a formal and/or legal complaint.

So here is my experience with AOSOM, I ordered a 10x12 hard top gazebo last July for my cabin. spending over $1700, the reviews indicated the roof panels probably won’t withstand the Canadian winters with the amount of snow we typically get, so I removed the roof panels in October.

This April I re-installed the roof panels and looked forward to the summer and being able to sit outside with the fly nets attached to the gazebo, we get a lot of flies early summer months. In the beginning of June we experienced a storm with strong wind which evidentially 2 panels from 3 sides of the gazebo.

I was 2 weeks trying to get in contact with customer service at AOSOM by phone with no luck, hoping to get replacement panels. Being frustrated I emailed them and asked them to contact Me by phone, they refused to call me and would only correspond via email. After many emails and attempts to have someone call me, I was informed via email that they will do nothing for me and the panels cannot be bought separately, I would have to buy another gazebo for the current sale price of $1100.

I requested to have a supervisor or manager call me and was told, I am outside the 90 day window and they will not help me with my issue.

this is terrible customer service and ignorance at its best, I have a gazebo not even a year old that is garbage and there is nothing I can do to repair it.

never will I ever order from this company again and will attempt to warn other consumers any way I can, I have underwear that lasted longer then this product. this is what happens when you don’t buy local. Hope this saves at least one person from being ripped off.

Good Afternoon: I ordered a Ride in Jeep for my grandson on June 13. It arrived on June 17. My husband put it together and began charging it. On June 19 we discovered it wouldn't run unless plugged in. I emailed the company June 21 asking that they help solve the problem. They emailed immediately and asked for photos which we supplied June22. After that I received no further response. I emailed again June 28. Once again no response. I left messages with their customer service number that said they were working from home and to email them. I emailed again July 12. I have received no response either by phone or by mail. I paid 519.99 for a toy that doesn't work. When I emailed initially, I asked them to help us trouble shoot the issue. Due to their deplorable customer service I would like to return it for one that works or a full refund. Order #*** I would like a response from AOSOM - ANYTHING!

Purchased a Farmhouse Sideboard Buffet table in May and it arrived June 1. When I opened it for assembly, I noticed the poor quality, resembling a refurbished product. Each piece removed from the box had chipped paint and touch-ups with mismatched colors, poorly concealing defects. It also had nails improperly inserted. I am completely disappointed as the damage was not shipping-related but was sent in this condition. I've been trying to reach customer service for a refund but have yet to speak to anyone due to their lack of response. I have repackaged the product and am awaiting instructions from the seller on where to return it. I expect an apology and a full refund of my $361.59 plus the $50.00 shipping cost for this 120-pound table.

March 21/21 Order #XXXXXX RETURN RMA#XXXXXX-XXXXXXXXXXXXXX-XXXXXX Cost: $350.29 Case #XXXXXXXX for Return and Ticket#XXXXXXXX I ordered a 10'x10' Pergola online, thru ***'s website and Aosom Canada was the Supplier. The Pergola was delivered March 23/21 and on March 24/21, I initiated a RETURN, as this item was not what we wanted after all. We did not open the box. I was told by Aosom Canada that Return's can only be processed thru ***, however *** would not accept the item for RETURN, stating it was too big for them to process, even though I had printed the waybill provided from the website under 'returns' and had attached it to the package. I called Aosom CDA again and explained what happened and they said that they will arrange pick up of item at my home via ***. However, after numerous calls and emails to follow up on the 'pick up', no one at Aosom CDA can help with completing this RETURN! I hope you can help me. *** XXX-XXX-XXXX

We purchased a 7 Piece Outdoor Patio Rattan Wicker Sofa Sectional Furniture Set through a third party seller for $1165.77 on April 20. The product was advertised as 'quality construction' with '3-inch thick supporting cushions' and '200g outdoor water-resistant polyester' removable covers. However, the delivered product did not meet these specifications. The covers were thin, slippery, and easily stained. Sitting on the cushions was uncomfortable as they compressed too much, exposing the frame underneath. Replacing all cushions may cost as much as the set itself. The return policy requires payment for return shipping, and disassembly after setup is challenging. After a month of emails, the company offered a $8 refund or a $80 refund to cover return costs if returned 'brand new and unopened'.

I ordered a 9 piece outdoor patio set from Aosom Canada. It was purchased online through their website. This was ordered in February. I assembled it last week and discovered it is missing 3 part D components, preventing the completion of 2 chairs. I've been in contact with Aosom Canada multiple times. They claimed they can't assist as the set is out of stock and redirected me elsewhere. However, this is an issue for Aosom Canada to resolve. Their website lists the same set available with different cushion colors. I suggested they source the missing parts from an available set, but they refused, citing system limitations, and offered a single part D. It seems they prefer not to compromise a sale even if it means inconveniencing a customer.

I ordered a kitchen pantry for a new home from Aosom online and paid for it. I was advised via email that the package would be delivered on Monday 31 May (our move in date). The pantry was needed to house all of our kitchen dry goods. On Monday 31 May I attended at our new home. No package. I went online and found out it was supposedly "delivered" on Saturday, 29 May . No one was there and *** just left the package out on the open essentially on the street because the home enters from a public alley. We were never advised of the delivery date change or the fact that a delivery was made. The package was clearly stolen from the front of our home given that it had been left out there for two days. I have tried to get in touch with Aosom to rectify the situation - either delivery of a new unit or a refund - to no avail. They don't answer calls. Their voice mails are full. Emails sent to the customer complaint address get a form email response. Order #

I bought a bike carrying case off this company April 19th, it said 'easy to install' but it was not easy to install at all. so I delayed until I had money to get professional help ( which wasnt cheap by the way, cost more than the unit itself) but by the time this was done, it was october and the riding season was over. I didnt actually get a chance to actually use this device until just recently, april about one year after the purchase. I used the item one time, one time! and one of the hinges broke off. I spent a bunch of time and money fixing it using some leather, screws and glue..it kind of worked so I use the item again and the second hinge breaks off, ridiculious! this item is very poor quality! I contacted the company, they said they cant refund/ replace it but they might be able to help me fix it if I sent pictures. I did that and they told me to get it fixed locally. Why ask me to send pic for no reason? wasting my time... I want a full refund and apology.

I purchased a so called heavy duty greenhouse from the company Aosom back in January after asking them if the greenhouse was in fact heavy duty. I was advised yes all via email. Now that it is spring I put up the greenhouse to only have it blow over, tarp flying off and ripping the very same day and the frame hitting me in the head. I reached out to them via email numerous times for a full credit - they keep putting it off & offering $50 credit on something that cost me almost $500. I want a full credit which they will not honor. it took 6-8 hours to put together with lock nut screws and i cannot simply take it apart to return. I asked if they want a picture of me dumping it but they insist on a return before i can get my credit! I was hurt and it is the most horrible experience i have ever had to deal with. They are stalling and not replying to emails and claiming no one from management can call me. I just want it resolved and done. I just want my money back - not as advertised.

Order #XXX-XXXXXXX-XXXXXXX This chair was purchased for my 89 year old Grandfather. He purchased this chair through Aosom in August. December 7 while lifting himself out of the chair he lost his balance and leaned on the arm of the chair for support causing the arm to separate from the body of the chair,bolts holding arm on completely broke. This is very concerning considering had he not been able to regain balance he could have fallen and really injured himself. This should be addressed as a safety concern as I assume these chairs are purchased specifically for elderly people. I have spoken with customer service and was told we are outside of our 90 day warranty period (by 1 day), so there was nothing they could offer, computer won't allow it. In light of this situation there has to be something you can offer us, as a chair of this price $750 (which is a lot for a senior on limited income)should last a lot longer than 4 months and be safe for the ppl they are intended for

Hello Last year I bought a Heavy Duty greenhouse from this company thru *** It was advertised as a heavy duty oitdoor cover withstanding the weather in Ontario. However, a year later this heavy duty outdoor greenhouse cover is all fried looking more like a sieve. I wrote to the company expecting them to somehow resolve the problem, but I got no positive answer, telling me that the warranty had expired long time ago and they cannot issue a refund or replacement. My issue with them is the advertisement for this greenhouse, if is an outdoor heavy duty should be gone in a year? Does not the warranty be longer when you advertise such products? To me, right now is more like a disposable product then a long term use. I've attached my proof of purchase, email answer from the company and pictures of the current condition of the cover. Unfortunately, at this moment I have no other option the to throw it in the garbage, what a waste of money! Can you please analyze this case and hopefully will be in the position to get me a refund from this company. Thank you

I purchased 2 heavy duty steel dog crates from Aosom Canada Inc. Their web paper states if the the product was defective. they would pay the return shipping cost. I clicked the *** button and paid the $732.22 for these 2 crates Crates were delivered but came with these tiny bottom pans with are almost 8 inches too small so the urine can flow onto your floors . I contacted the company and they asked for photos which I sent. Heard nothing back . Contacted them again and they told me to send them back but I had to pay the shipping cost which was over $300. I contacted *** which has the "Buyer Protection" but they have a private agreement that any defective products will Not be paid by the seller only the buyer so *** refused to step in. I was advised I had 2 weeks to return the item at my cost or the case will be closed. I spoke to 6 different customer service reps from *** and they all said the same that Aosom Canada will not be required to pay the return shipping on defective items

My name is [Redacted] and my order # is XXXXXXXXXX. On September 6th, I purchased 3 portable massage tables. Within 2 months, one table split with a patient on it. As a doctor, I trusted this product and company. I've had tables for over a decade without issues. I can't use the remaining tables due to liability concerns. Customer service suggested I should have 'liability insurance' and refused a refund. This is disgraceful, as products should last years, not months. Customer service was unhelpful and blamed me, denying further assistance.

I bought a bench swing for our front porch on March 12. The product was delivered in March 14. Product: Outsunny Outdoor Steel Fleur-De-Lis Porch Swing Garden Hanging Bench Hanging Furniture 2-person Bench Seat Antique Style Lawn Patio w/ Chain SKU: *** Order #: #XXXXXXXXXX Payment Amount: $229.99 plus tax = $259.89 Paid: by *** card When I contacted the Aosom customer service team (which is as far from awesome as you can get) the rep named *** stated that due to the bench being over the 90 day warranty period there was nothing they could do. Imagine selling a product so low quality that my contacting them with this issue at 105 days after purchasing and they refuse to do anything about it. ***Document Attached*** Initially I had asked *** from Aosom to replace the back piece where rust is located. After re-considering I would rather a refund as I don't trust the product and am certain it will again rust in a few months time. This is an approx. $250 item that should not be allowed to be sold if it develops this sort of failure points after ONLY 3 MONTHS. I've had this bench on my porch for 3 months during the summer months only. Imagine I had this item on my porch all year round during a Canadian winter. People are being misled by with this product. I understand having to take the bench into storage (garage) during winter months, but this sort of failure on the back piece due to rust during June, July and August is simply unacceptable. Thank you in advance for trying to help with this matter.

On June 20, I bought a 2-in-1 Dog Bicycle Trailer/Stroller Pet Carrier with 360 Swivel Wheel Hitch through a third party seller. On November 2, the trailer hitch arm broke after about 10 uses. I contacted the seller for a replacement, but after waiting over two weeks, I received nothing. The seller informed me that the part was unavailable and to wait for further communication. I reached out to Aosom in November , but they directed me back to the seller. Despite multiple emails since December , the seller ignored my requests. I informed Aosom that the item was shipped from them, yet they refused to send a replacement. I reported the issue to the marketplace, who promised to intervene, but I've yet to receive a response or replacement. On December 19, the front wheel broke, rendering the carrier unusable both as a trailer and stroller. I am now seeking a full refund from Aosom.

My name is [redacted], email address is [redacted], and address is [redacted]. Seller is Aosom Canada Inc. with the address in Ontario. We purchased from their website a dog stroller on Sept. 21, 2021, for our aging dog with dementia. The stroller was difficult to assemble, and the tires were not inflated, which was not mentioned at the time of purchase. It wasn't until December 6, that we could attempt to inflate the tires, which proved unsuccessful. Despite inflating them, one tire deflated within an hour. Customer service was contacted, and after verifying the issue, they offered to send a replacement tire. However, the replacement comes with no warranty, and there's no guarantee it won't be defective. We are concerned about the stroller's quality and no longer trust its reliability. We initially requested a credit but now seek a full refund and for Aosom to cover the shipping costs. Aosom, as a large company, should honor their policies, including the warranty. Thank you.

The complaint is about an order placed on Sep 8, 2019, for an Outsunny Gazebo Canopy. After delivery, I checked the contents and stored it until spring. Upon assembly on May 9th, I discovered four U-shape connectors were missing. The manual stated there should be eight. Customer service was unresponsive to my emails on May 9th, 14th, and 19th. On May 21st, I requested to speak to a supervisor due to the low cost of the missing parts. The response suggested looking for the parts elsewhere without providing a part number. Their inability to provide the part number suggests a failure in their Quality Management System. Despite my willingness to purchase the missing components, the company refused to send them, citing their 90-day warranty policy. A manual provided on May 25th did not help, as it only included a blurry image of the component. I am now considering escalating the issue to Complaintsboard.com and contacting the issuer of their ISO 9001 certification.