Rona
Reviews and Complaints

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

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.

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

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.

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]

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]

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.

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.

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!

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

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!