Canadian Appliance Source
Reviews and Complaints

I recently purchased the gas range. When it was delivered we noticed that it needs a 220-volt power outlet. The salesman that sold it to us never mentioned we would need that. I called the salesman to notify him that I would have to go to their website and request an exchange to get the all-gas range. I was then notified by their "After Sales" team, that I would be charged a 25% "restocking fee" plus an additional fee to pick it up. I told them that is outrageous since we didn't use the range at all. Horrible customer experience.

We received the dishwasher damaged, when the technician from quick task came he open the box and we found out it was damaged, he took a picture and he installed the dishwasher, since I was not able to get in touch with the representative at the local branch. I called to make a complaint and they asked me to go online. Please call me back at [protected]. Thank you.

We visited the Calgary South store and purchased a GE Profile appliance package (microwave, fridge, stove, dishwasher) and scheduled delivery on September 22, 2023. Appliances were delivered on September 23. However, after installation on September 26 the GE dishwasher flooded kitchen due to a manufacturer’s default.

After conferring with salesperson, we were forced to file for return and replace. However a GE technician arrived on October 10, confirmed defect and ordered parts. He will return when parts arrive - don’t know when.

Any other retailer we felt with in past would have responded immediately with a replacement. That’s what I expected.

Bought a Range,Microwave and refrigerator in April and required for June . Salesperson says timeline is no problem. July rolls around and I’m told the Range will be delayed till late October `(no phone call ,no warning)

I have asked for the Fridge and microwave to be delivered rather than wait till end of October for all three appliances. Not a problem, Appliances are delivered on a Saturday and the delivery guys pull the fridge out of the box on the drive way so that it will fit thru the front door. They set it down and I sign off, it takes 10 minutes to pull off all the tape and packing foam and realize there is no door handles. Contact Canadian and I am directed to their Montreal contact Center where I’m told they would look into it . 4 days later ,still waiting for that guy to call back. In the meantime , I had called my sales rep on the Monday asking to find me the door handles , again waiting for him to call back. I call the customer care and they tell me they can either call their parts distributor for Bertazzoni or I can call direct. I choose to call direct, the point of contact says that he doesn’t believe the fridge comes with handles and must be ordered separately., of which I say is BS as I’m looking at the picture of the fridge that my salesman had printed off with the price and it clearly depicts handles on the fridge,it also came with hardware to mount the handles . He says thats weird and he will discuss with his supervisor and get back to me in two hours , the day has slipped by and waiting for that guy to call.

These guys have failed at every level of customer service and I’m left with no answers, no door handles and no Range .

I bought a refrigerator at CAS, it got delivered on July 21st. I was told by the delivery men to let in sit for 2hrs. After 2hrs, i went remove the taping, etc and noticed it's a different fridge. My fridge has been taken away, instantly i called the service line and wanted my old fridge back and they said there's nothing they can do(this is around 5pm). I told them i don't have a fridge, again i'm being told there's nothing i can do. They asked me fill out an exchange form on their website and I did.

July 22nd I waited around and didn't get any response until 1pm or so, I decided to go to the store that i bought the fridge from (Kitchener CAS). They also said there's nothing they can do. I told them that i don't have a fridge and i wanted my old fridge back. The response was sorry, we can't do that, we don't know where it is. At the same time, we noticed a mistake on the CAS website regarding this fridge, the pictures were uploaded wrong by CAS, the manager also acknowledged that. So i bought the fridge based on the pictures but what i paid for was for a different fridge. Later that night, i received 1 email and it's confirming they received my exchange form and are looking into the issue.

On Monday July 24th, i waited until around noon no one has contacted me. I called the service line again and they said a request has been put into Samsung for a service call. I said what? I don't need service, i need to return the fridge and get my money back, they said i have to give them 1-2 business days, i said i'm without a fridge, all my groceries has gone bad, i have young kids. The operator said there's nothing he could do.

Tuesday July 25th- I contacted Samsung and they said it's needs to go through CAS, they don't deal with third party issue. I emailed the case manager at 1:30pm and let him know that, no response. At around 5pm, i called the service line again, told them that Samsung said it's all CAS problem and they have nothing to do with it. The operator just said there's nothing they can do, they are waiting for Samsung.

July 26th- I went to the store again, the manager asked your issue is not resolved yet? I said i wouldn't be here if it did. i told them i want my money back and get their fridge out of my house. She made some calls, sounds like to the service department explaining how they uploaded the wrong pictures, etc and how i've been without a fridge since July 21st. Once she was done with the calls, she said i promised you it will get resolved by tomorrow morning. She asked me to go home and take couple of pictures of the fridge and responded to the email thread that i've been using, i did that.

July 27th- today, at around 12pm, i email and asked for an update, no response, nothing...

I need help to get my money back and their fridge out of my house.

I bought a fridge at CAS Kitchener. It was delivered on Friday July 21st and i was asked to leave for 2hrs the delivery men. Once i started to removing the tape on the freezer, i noticed it was not the one i orderd. I called right away because my old (still working fridge) was taken away. Immediately the person answering the service line said there is nothing he can do. He asked me to fill out an exchange form on-line, i did. Didn't get anything email or phone call back the next day so i headed to the Kitchener store. same thing there, the store manager said there's nothing we could do. At the same time, we figure out the issue why the fridge was different. It ended up being the pictures on ad was wrong from the CAS website, the manager admitted it was CAS fault. I received a confirmation on Saturday evening that my exchange form has been received. I waited until Monday, at this point all my groceries has gone bad, no fridge! I called in to service again and asked for an update, service is telling me "yeah, i can see a service request for your fridge", i said what? I don't need a service request, i want to exchange my fridge. The person said, yeah...um, um,...we're waiting for Samsung to resolve this. Again, i asked for a manager but none is around. I called again on Tuesday evening, again, the operator took the call said the same thing, "nothing we can do, waiting on Samsung service", again I said I don't need service, i need my fridge exchange( I also reached out to Samsung and they said it's CAS issue). I went to the Kitchener store again on Wed July 26th, store manager said there was a mis-understanding of your issue, i promised it will get resolved tomorrow morning. I emailed the case manager at noon today July 27th, no respond, nothing from CAS.

I used to be a huge fan of this store and had in the past bought many appliances. But customer service has deteriorated dramatically:

1) I wasn't told part of my on line order item was out of stock until after paid in full and received delivery details days later.

2) When I wanted to cancel the order I was promised on the phone that I could ship the available item immediately and the second out of stock item would be shipped no additional charge later on arrival

3) It turns out they will not ship the second item and it must be picked up. It showed up in another city for pick up 1 hour away. They refused to issue a credit for the second delivery or refund the first delivery charge. I wanted to cancel the entire order and they refused as I had taken delivery of the first item (after being lied to).

4) To learn there was nothing they could do to fix this, I was on hold on the online chat as #1 in queue for 50 min (until I gave up), and was twice told someone would follow-up in person and no one did. When some one finally followed up they couldn't help me other then moving the item for pick up 20 minutes away instead of 1 hour.

In conclusion - they don't really have a customer care team with enough staff to respond to customers or any ability to resolve problems. They will admit to giving wrong information and don't care.

We just got a dryer installed and did also buy from Canadian appliance store. However they did not vent it. And when we noticed the issue and called them in a week from installation they won’t come back and fix the issue without a charge. Customer service say will take 80 dollars to come back.

Order number 2545559

They can call me at [protected]

I saw a cheaper price on internet from a local store 3h after purchasing a dishwasher (April 8th) and they never wanted to match the price and reimbourse the extra paid!

I sent the cheaper price & local store link to the salesman (Luis Miguel Herrera Fong) and told him that I would bring back the dishwasher. He told me he would take care of it on the 10th so I didn't bring back the dishwasher. Nothing was done on the 10th and he was hard to catch for the following days.

I was then told to contact customer service because he couldn't do anything. Customer service told me on the 19th (Sonia Clair) that she was sending a note to salesman without wanting to tell me what it was but that he would be able to take care of it.

I've tried to contact (phone + email) the salesman many time with no answer...

Today, May 3rd, customer service told me that the company policies don't offer to match prices after it's delivered, that I can return it if I want! Almost 1 month after... I should have done it right away, shame on me to trust the salesman and to CAS.

Order #L2518703

I have placed an order over the phone on 2023-03-27 and purchases a washer and dryer.

I noticed that I was overcharged and I contacted the employee with no response.

I tried again to contact the employee the following day on his extension number but I was not able to get a hold of anyone.

I spoke to a salesperson and he was not able to cancel the order and redirected me to the same employee. He hung up the phone one me as soon as I asked his name. I called customer care ( Nishta - employee number 144), and the agent was rude, did not want to cancel the order or help in anyway and redirected me to the same sales agent.

At this point, I have called your company 4 times and have still not been helped. I have asked to speak to a manager and none of your employees would connect me with one. Finally, as soon as I sent an email filing a complaint, I was informed that someone canceled my order. I was told that they do not have a manager by one of your employee. This is so unprofessional and a complete waste of my time. What a joke. This is the last time I purchase from you and will pass the word around so no one experience this poor service by your employees.

Don't ever buy appliances from here. They are just trying to get your money, don't care about service. They sold us a fridge open box and a oven saying that all are in stock and can deliver right away. In reality, they only delivered the fridge without the oven. None even called us to tell why they dont deliver the oven. Once we asked, they say it is out of stock. We only have oven until next 2 month. We cant wait and want to cancel the order, they dont let us cancel the order. Sales say it is customer service responsibility. Customer service say talked to sales. You will be the ball that they through you in between. Noone will solve it for us. VERY IRRESPONSIBLE. They asked to go online and fill the return form. And then refuse . They forced us to take the fridge. Charge delivery for both alliances. You can buy elsewhere with bundle discount and better service. DONT BUY WITH THEM, YOU ONLY MAKE YOURSELVES ANNOYED AND WAIT YOUR TIMES.

They charged us twice for moving the fridge to downstairs, they didn’t do it and left. We showed them the order sheet to explain to them they were not listening at all but quickly fleeing away, even though they saw us standing at their car window talking to them, they turned their heads and just drove away. This presents not only an extremely poor service level but also a very rude and unacceptable attitude, as if customers owe them money to start with.

I bought bosch range on Jan 12 and delivered Jan 13 but unit is not perfectly fit, i request to return the unit same day its delivered by CAS.

After 4 days continuously calling they sent email return approve with 25% restocking fees. I requested to waive restocking fees because unit is same condition as its received, now they are asking 15% restocking fees. But i dont want to pay any restocking fees.