RONA Reviews 286

I was looking for window-well covers and they were out of stock for 2 weeks.. One of the staff searched other stores and they were actually delivered to Markham the next day. I was most appreciative.

we purchased 12ft posts and wanted to switch them for 8ft posts within an hour of purchase. my partner lost the receipt while loading the 12ft postsin our vehicle. I have been a retail manager for over 25 years for several stores and told him the cashier will remember you it was a half hour ago she will give you a store credit as you are just exchanging for 8ft posts. The store manager refused him. You are not losing the business it's an exchange and store credit. I have done this for all my customers throughout my lengthy management career and am disgusted with rona for not providing proper customer service. I am informing all my stores,staff,friends and family to not shop at rona especially the brampton kennedy rd location. HORRIBLE SERVICE

I shop at the Rona on Gardiners Road, Kingston. I was there one day looking at some deck chairs that I had been wanting for a long time. The department head, Andy, came along and told me that they were on sale but the sale was ending that evening. I was unable to purchase them on that day so Andy extended the sale price to me for the following day. He even helped unpack and load the chairs into my car. This was the BEST customer service I have received in a long time. I will definitely continue to shop at this Rona and I will always seek out Andy's assistance.

I purchased a " discontinued " Kobalt lawnmower from the Leamington store and during the second use, it stopped driving the lawn mower.
When I called the store, I was then told the lawn mower has a 90 day warranty. The web page showed 5 years for the mower and 3 years for the battery.
I was told the store would do NOTHING, that I had to call the phone number for Kobalt.
Why would a store NOT tell a customer the warranty was only 90 days??
Kobalt replaced the mower with a Greenworks and said it would only be a 90 day warranty.
If I had been told up front, I obviously would not have bought the Kobalt lawnmower and I wonder about the Greenworks replacement.

This is the worst customer treatment I have ever heard of and I will tell everyone to avoid Rona at all costs.

We purchased appliances from RONA+ at Harrison Court in Burlington. Alex was so professional. He walked us through all the appliances we needed for our renovation. We were so impressed with him. He was right on with what we needed. He was very reasonable with the price. We will always go to him for future purchases.

Two days in a row I purchased goods at Rona. I was helped by a lady of the name of Carolyn and the McLeod Trail Rona store. She was truly amazing and help me with all of my needs in the entire store. She insured that I got help out with my heavy purchases, and took me to the customer service cashier to ensure that all of my purchases were loaded onto a cart and as some of the purchases were heavy, she waited to ensure help to arrive in a timely manner. I am so impressed with her. She made my shopping experience at Roma stellar. The previous day, she loaded my van for me as I a slightly handicapped and she recognized this right away.

We are so upset. We ordered a steamshower on August 1st. We were told it would be delivered in 2 weeks. There was missing a part. I asked that they send the shower so we could install it as we are building a new home and need to install the sheat rock, they could send the missing part later. They couldn't help us. Kept telling us another 2 weeks. Now we are September 10th and told another 2 weeks. If they can't supply this item we should have been told at the very beginning and we would have ordered it elsewhere. Now we have to install a plain shower. Will never order from there again.

Worst customer service experience ever. They do not have atonomy to make decisions so they need to talk to upper management for any final decision which creates a lot of back and forth with time delays. In the end, they offered a pathetic solution to our damaged product which we had to eat the cost for. Never buying from them again and would not reccomend them. Do a price match with Home Depot instead. Home Depot's customer service is far superior to Rona.

Recently I shopped for a refrigerator at Rona on Provincial Road, Windsor, Ontario. I was fortunate to be served by Daniel C., an extremely pleasant gentleman to work with. He listened to my needs and understood what I needed. He was attentive, and courteous asking all the right questions and guided me to a refrigerator similar to what I was looking for. The store did not have the exact model on display so he gave me a printout of what I wanted with all the particulars. I was then able to check out all the information and confidently return to make my selection. Working with Daniel C took away some of the frustration of buying a new appliance

About a month ago we wrote a review saying how much we enjoyed shopping at our local new Rona + store at Kennedy Road and Steeles Avenue West in Brampton. We found the staff incredibly friendly and helpful, the store clean and the isles not cultured with stock. Well, that feeling changed on Tuesday. We waited for at least 15 minutes at the electrical section to have some wire cut, to connect the fixtures we were also purchasing. We saw one attendant in that time who was serving a customer in the flooring section and he had another person which appeared to be waiting there. There are no longer associated call buttons in this store, so we had to walk to the front counter to summon an electrical associate. The call was made, and we returned to the area. Another 15 minutes passed and the clerk from flooring indicated he was still busy. Asked if he also covered the electrical section, his answer was apparently so. Speaking to another customer, the same clerk also was covering the paint section. We have visited this store many times over the years and we have never seen the dearth of customers that we witnessed that day. We decided it wasn't worth the wait and expressed our disappointment at the front counter. Their comment was that management has decided to cut back on staff. We went to Home Depot and we were in an out in no time. Not sure why Rona repurchased the Lowes stores if they are only going to revert back to the old way of doing business.

I purchased a black Larson storm door from Rona in May for about $450, with the intention of getting an easy install Larson handle to match the door, but the Windsor store had none in stock at the time. I have called the Windsor stores and looked for a handle now for 3 months and none of the stores in Ontario or the whare house have any handles. So don't buy any Larson doors from Rona until they can supply handles for them.

Delays and not updates

Ordered and paid for a Whirlpool water filtration system on line. Expected Delivery Date of July 28, 2024 to the store in Waterdown

Immediately after getting the first email above, I received a second saying that the delivery was delayed and it the new date is Aug 14.

It is now Aug 25
When I go online for the update, it still says Aug 14.

I once recorded a video in the store, on a Thursday night, where I walked down the main aisle from one end to the other, recording down the side aisles on my left and then the ones on my right. Not one employee. I went to the Customer Service desk and asked if anyone was working in the store. The lady said "Oh Bob is probably on his break"

When it was Lowe's you could find people to help you.

I have a faucet manufactured and sold by RONA, which supposedly comes with a lifetime warranty. Unfortunately, it's now dripping, so I reached out to RONA for replacement parts. I don't have the original receipt or paperwork, as I never anticipated needing them based on my positive past experiences with other brands like MOEN. After spending an entire afternoon trying to identify the model through pictures on their website, I was told they couldn’t help me without proof of purchase. This makes no sense to me. The faucet is installed in my bathroom, in the home I've owned for 23 years. What other kind of proof do they need? Do they think it’s stolen? This type of customer service is baffling. When I had a similar issue with a MOEN faucet, they replaced the entire unit without any hassle—just a phone call and a picture, and they even covered the shipping. To say I’m disappointed with RONA’s customer service would be an understatement. Lesson learned: I'll stick with reputable brands like MOEN and Danze in the future.

In the town of Leamington Ontario, if you are a VIP member you are treated better than a normal peeon customer. In the ward you only get to choose the VIP rechecked wood. Even though you are paying more. Equity and equality doesn't exist in RONA on 274 Talbot St. West.

Recently I went Rona located at 3750 Midland Ave, to buy a vanity countertop for my bathroom and I was blown away by the level of service I received from the plumbing department. The countertops on the floor did not have the correct size and Kevin checked the store inventory and found there was a countertop with the required dimensions. He went checking the highest shelves in the store and located it behind a long set of boxes. It was an expensive item and I put off the purchase.
I later went to buy it, did not see Kevin but ran into Tomi. I told him I was there to buy the countertop. Initially he was looking in the wrong shelves found the countertop in the adjacent row. The box was on the highest shelf behind 4 or 5 long boxes. Using a hoist, he removed the long boxes and put them on a lower shelf. The hoist was not stable to hold the vanity box and he brought a more stable hoist with a larger platform and lowered the box and put it on a cart. It is rare to get this service in Toronto stores.

I purchased four re-di mix bags of cement on the recommendation of a floor person at Rona Waterdown. I brought the four bags to the site and was told they were the wrong bags. Three days later, I brought the bags back to customer service. An East Indian in customer service (it’s mentioned only to identify who was at customer service) rejected one of the bags. I explained that I took the bags from the store to the site but these never were taken from my car. I continued to say that if one bag is considered unusable it’s because it was that way when I bought it. Anyway, out of principle, for $8.00 - I’ll take all my future business elsewhere. I own properties from the East Coast, Ottawa Hamilton and area.

Goodbye Rona
Ian

I went into the store to get some spikes. I took them to the front counter and because there were no markers to write the code down, I had taken the number in my phone to give to the cashier. Approaching the cashier I greeted her with a good morning which was returned as a blank stare. She took the spikes to weigh them and I offered the code to her. "I know, I know, I know, I know" in a snippy tone was her response. I replied I was just trying to be helpful to which she again reiterated the "I know, I know, I know". I paid for my purchase and without her as much saying thank you for shopping or anything else. I don't look for a cashier to fall over the counter gushing welcomes and thankyous. I would expect that Rona would have a standard for customer interaction given the changing landscape of shopping on line and the demise of brick and morter store fronts. This woman was rude and created nothing but a negative experience. I will be following up with the store management as well. I would trust they would want to be aware of this in order to follow up with the employee to ensure she is aware of her actions and behaviours and have an opportunity to learn from this and l hope she would learn some new skills to bring the customer experienc on the positive side of the ledger.

July 30 at 9:30am in RONA+ Maple store, I was holding my purchase and cash to the check out area, One woman set front of the self check out machine, At that time no anther people in this area. I try to ask the her where I can pay cash, Because I know the self check out dons't receive cash. The woman said no cash here, I asked again where can pay cash, She said here no cash card only, I replied: I don't have card only have cash, Few second later she walk to the casher area just beside the self check out machine, Shout to me : next time you have to come here pay cash, I was shocked and angry. Why your DON'T tell me when I asking you I'm paying cash, Why your DON'T tell me your can help me pay the cash, Why you give me dirty face when I'm asking you. How do I know your are the casher, How do I know which machine can pay cash and no people standing in the casher area. I don't know what kind company is , I don't know what kind employee you're work with. I would never go to the RONA again.

I received exceptional service during my last visit to Rona, Brantford, Ontario.
Pragnya was very pleasant, extremely helpful, and sought out the answers to all my questions. Malcom also assisted, and he was exceptional. He expertly address my concerns. What a remarkable customer-service-oriented team!!
Malcom helped me as I exited the store by carting & loading a heavy dehumidifier into the trunk of my vehicle, which I truly appreciated.
Kudos to Rona Brantford for employing stellar customer service reps, who ensured I'll continue to specifically shop at their store.

I placed an online order on July 14, 2024, to be delivered by truck. An employee called me on the 15th and scheduled the delivery date for the 18th. I was advised someone would call me on the 17th to let me know the window delivery time. I had to come in the store to check why I got no phone call around 6 PM on the 17th. I was told I would receive a call on the morning of the 18th. I came into the store around 9 AM on the 18th to make sure the delivery would happen. I was advised that the order was en route and that someone should call me shortly. No one ever did, so I called the store and figured out the delivery had been moved to the 19th. I entered the store around 3:30 PM to determine why no one called me. I talked to the department manager, who said the warehouse messed up the order and would be delivered on the 24th or 25th. This is ridiculous! I was given three different delivery dates within half an hour. I wanted to cancel the order, but the manager said she'd sort it out and that the order would be delivered on the 19th. After 30 minutes of waiting, the manager told me that the order would be delivered in the morning. I returned to the store on the 19th around 11 AM because I had not heard back from anyone about the delivery, which the manager had promised. I had to wait 20 minutes to figure out that just a door would be delivered at 1 PM but everything else. I cancelled the order.
Despite my initial disappointment, I decided to give the store a second chance. I placed an order for Express Delivery, expecting it to be delivered on the same day as the website promised. However, an hour later, a store associate called to inform me that the delivery would not happen today, in a rude manner, because I had placed the order after 10AM. The website and the store associate's information were in direct contradiction, leaving me even more disappointed, confused, and frustrated. I requested the associate to cancel the order, but she only cancelled the delivery fee, not the items in the order. I had to call the customer service 1 800 number to cancel the entire order, further adding to my disappointment.
Despite bringing my business to this store, I was met with a disappointing lack of coordination. Each time I interacted with the staff, I received different, often contradictory, information. This inconsistency left me in a perpetual state of frustration and confusion. It was evident that the staff had no clear understanding of the situation, which only added to my dissatisfaction.
After enduring such a frustrating experience, I feel compelled to warn others. To save yourself from similar headaches and trouble, I strongly advise avoiding this store at all costs. From now on, I am willing to go the extra mile and drive a bit longer to another store with a different brand, rather than subject myself to such poor service again.