Rona
Reviews and Complaints

Received no call, email or text message to schedule delivery of drywall and insulation as per their process. Someone at Rona arbitrarily chose a date, time and answered questions like any obstructions or ok to leave outside without speaking to me. This is terrible customer service cause I had an appointment the day they delivered and the materials would have been damaged by weather if left by the door yet Rona's policy is "your problem if anything happens after delivery." Luckily, I was at home when the truck arrived. Delivery guys did a good job.

I emailed Rona via "contact us" and was given a "no customer service" response where they passed the buck telling me I had to contact the delivery manager at the store where the delivery was initiated. I tried calling and was first told by the store's customer service it was an issue they did not deal with (really?), so was transferred. Got voice mail, left a detailed message and asked for a call back. Am still waiting for that call, but believe it will never come.

Rona makes it impossible to log any complaints regarding their poor service, so will be taking all my reno business elsewhere. Too bad Rona, cause I still have several thousand dollars in renos to do!

Rona Waterdown provides poor customer service, so recommend shopping elsewhere. To date, I have always had good experiences with Home Depot, so they'll get my business instead.

Extremely frustrated by Rona's return policy for items bought online.

After deciding to return my item I went through the return process on rona.ca, which sent me an email with a return slip attached, and clearly instructed me to simply return the item to ANY Rona location. (My nearest location is a 45 minute drive). The staff at the rona store told me quite clearly that they could not refund this item as it was bought online. Spoke to 3 different people at the service desk, I showed them the email and return slip but they were not helpful at all and told me I need to ship it back to Quebec. They very clearly gave me the "its not our problem" attitude and clarified that they are an independent store and just use the rona banner. Drove to the second closest location only to get the same treatment (service counter was even more rude to me about it, like it was obvious and I should have known this process)

Called Rona customer service, rep first tried to tell me to go back to the store and try again (are you kidding me?!), and then told me I need to use the store return label to ship it via Purolator. Drove 20 mins to the nearest Purolator shipping agent who told me this was not a Purolator shipping label and they could not ship it. Called cust. service again, explained the whole story, and the guy put me on hold for 10 minutes while he "made a note in my file" and that now I need to call Purolator and have them pick up the item at my residence. I am now waiting for Purolator to arrive. We'll see what they say.

In any case I will not be shopping at Rona again. How can a simple return be made so confusing and frustrating? And how is it that these independent stores who use the Rona branding are not obligated to help customers with this process? Everybody I spoke to today who represented Rona was rude and extremely unhelpful.

I placed an online order for a sewage pump ($785) Rona website stated they had them in stock and shipping would be 2-5 days to my local store- this is why I ordered this pump from them(since I need it quickly has sewage is sitting in my basement) . My delivery date, as stated in the confirmation email Rona sent said Nov. 30 delivery date. I went ahead and made an appt. with a plumber for Dec. 8- the next available appt. is not until January. Rona updated the delivery to Dec. 2- well the 2nd came and went with no updates as to the actual situation. I call and no one can tell me any info about this order and when I can expect it- meanwhile I have to cancel the plumber, we all get to smell sewage through the holidays. Why can't Rona just be honest about products and deliveries? I would have looked elsewhere for this pump- but they just lie about it to get you to make the purchase, then none of their staff seem to be able to give me any info- what a gong show- never will I use Rona again.

I bought a ring bell (packing was a plastic sealed pack) so to try the item, you have to cut the pack. And the item doesn't working properly. As don't ring from the first or second time. I returned it. And they told me as there is no packing and a poor two screws, so we'll return you only 50%. So the manager said without the packing and screws, I couldn't sell it again. Which mean that rona sell the infected return items.This's my first time to have this bad experience from rona. As I'm a rona customer from a long time. Really they made me to lose the trusting with rona.

Friday November 26, Approximately 8:45am made phone call to store 768 Warden Ave Scarborough, On, To ask about return policy on product I bought 5 days before black Friday sale. The product was outdoor 72" snow man and went on sale for $100 off I understood she said no price match for Black Friday sales but when I asked a question about that she hung up me I was very disappointed to be treated that way. Over $100 refund and being rude by hanging up I will not be Shopping at Rona again, Which is also disappointing as I like to shop at Canadian companies. I thought this might be helpful in improving customer service at this store.

Did place order for 3 exterior outswing doors at Rona Moose Jaw Aug 12/2020. (Sales Order [protected]) I paid $3, 044.48 at the same day and after waiting for 6 weeks I learned that Rona did not even ordered the doors. No apology no nothing! This is not only bad for my client which grand opening is now delayed at least for another 6 weeks and it also effects my business.
I cancelled Order and went through different supplier..

In a recent online purchase, I was not able to update profile. The dysfunctional system went back and forth without allowing the edit function. This was only the most recent incident, as I had cancelled a previous purchase
with this same issue. Too many major online outlets have deficient, poorly designed systems. If the largest can operate smoothly, than there is no excuse for the rest of commerce! Most business concerns generate so many errors, that much of their staff and energy goes to dealing with irate clients, frustrating and wasting a lot of time. That is classic mismanagement.

On july 7 2021 I placed a special order at rona carignan. I was told it would be 3-4 weeks. 4 weeks passed and nothing. Went to store to find out what was going on? When I asked them they seemed totally confused. The order # was44550-[protected]-00 it was for kool ray fence the total was1979.48. I think a company like them would have no shortage of stock or is it coming from china? I am not pleased so far with rona service is very slow. May I should have ordered through amazon they have fast delivery! Hope to hear something soon. R. Messenger

The ad is showing two mem working on a deck. The older man asks the other man to pass him something but he can't remember or find the right word as he tries to ask for his coffee cup. This ad is very offensive to the thousands of people suffering from Alzheimers or early onset dementia who live every day with this struggle that you make into a joke.

Now insensitive and cruel. I will not be shopping at Rona again and mention this deplorable ad to anyone I can.

Dear sir/ Madam,

I had to buy main door strip which is used at the bottom of the main door.
I entered the Rona sunridge NE Calgary, AB at 6:45 pm on 18th June 2021 and went straight to doors products section to find the door strip because I had picture of my broken one in my phone. There were 3-4 kinds of strips and I could not find which one match with my door. So, I decided to get help from Rona sales person. I saw an old Rona employee who was passing by me. I asked him to please help me. Without listening my concern, he said I am helping another customer and will come back after. I waited there for 5-7 minutes and he again walked by me. I tried again to talk to him but he said I am still busy and tell me what you want. I showed him picture of door strip in my phone while walking with him. He said go to aisle 25 you will find it there. I told him I was there but I can't find which one is right one. He said I will come back and walked away.

I waited again next 10 minutes or so. I saw him again helping a customer with a door. I approached him. He told me again that I can't tell by looking picture. I was shocked with his attitude. His attitude was like he doesn't want to talk to me since beginning. I asked his name and went to customer service and talked to Miss Ashley ( I believe) about Mr Miles. She phoned him and he said send the customer to aisle 25. I went back to Aisle 25 and he finally talked to me about different kinds of door strips available there.

I am visiting Rona sunridge for the last 15 years and know the importance of customer service. This was my worst experience and I left the store after 45 minutes as dissatisfied customer.

Rona advertised this item:
https://www.rona.ca/en/metabo-hpt-jobsite-table-saw-with-rolling-stand-10-in-15-a-c10rjsm-37815184?geoLocObtained=1&latitude=45.46551072977285&longitude=-73.87684062793097
I visited 2 stores (Pierrefonds and Pincourt) for the item. Neither ever received the item. I asked for a rain check. Pierrefonds refused. Pincourt accepted but only if I left a 50% deposit but they would not guarantee that they would ever receive the item.
I contacted customer service dept who stated they do not offer rain checks.
Advertising an item on sale without ever having it on stock is considered "bait and switch", illegal according to the competition act of the government of Canada.
I can fully appreciate that the item in question is on back order but Rona should be offering rain checks otherwise they are falsely advertising.
All I wanted was a rain check although at this time I would appreciate an added discount on the item for my time and trouble. It would be a sign of good faith from the company.

From: John & Janet Cowan [mailto:[protected]@kwic.com]
Sent: Friday, May 28, 2021 11:18 AM
To: 'orders@lowes.ca'
Subject: FW: Your Rona Price Match request has been declined CRM:0316357

Hello Lowes customer service, as I now have my printer fixed, I am replying to the declined response from your office. I am attaching my Billing Statement from Rona, below in this email dated Apr. 27, 2021. On April 29, 2021 the Rona weekly flyer came out! In this flyer the EGO product I bought was listed for sale! On the Rona website which I asked for credit for a credit for the difference in price, the website list the Lowes customer service! Hence, this is why I sent my request to Lowes customer service.
I do hope someone in customer service can follow through with my request so I do not have to take any other action.

From: Janet [mailto:[protected]@kwic.com]
Sent: Friday, May 28, 2021 10:23 AM
To: John Cowan
Subject: Your Rona Price Match request has been declined CRM:0316357
Subject: Re: Your Rona Price Match request has been declined CRM:0316357

Hello, If you look at my email closure, I have the order number noted at the end of the email( 18188011 ).
Sent from my iPad

On May 19, 2021, at 8:06 AM, Lowe's < > wrote:

Hello,

Thank you for using our self-service portal to request a price match. We appreciate your business.

We have reviewed your request for a Price Match. Upon review, we find that this is ineligible for a Price Match because: we need a valid order number to proceed with a Price Match. Once we have an order that reflects the item you are inquiring about, we will research and reach out to you with our findings.

For more information on our Price Match policy please review this page:
https://www.rona.ca/en/in-store-price-guarantee .

If you have any immediate questions or concerns you would like addressed, please feel free to call us at 1-866-283-2239 or to start a live chat with one of our agents at Rona.ca

Sincerely,
Rona Online Support
Phone : 1-866-283-2239

------------------- Original Message -------------------
From: no_reply ;
Received: Tue May 18 2021 18:01:35 GMT-0400 (Eastern Daylight Time)
To: SiteRonaInbound ;
Subject: RONA - PriceMatch

John
Cowan
[protected]@kwic.com
519-586-3793
Hello, I just picked up a EGO string trimmer on 4/28/21. The SKU: no: 477895, Model no: ST1521S . The price was $349.00 plus the GST of $45.37. I have not been sent a credit for the EGO Pre-Cut Trimmer line for a refund of $18.59 plus the GST, foe product not in stock at the pickup time. Today I got the Rona flyer in the mail and I see the EGO trimmer I just got is now on sale for $299.00. I wish to be credited for the difference in the price. Plus credit for the trimmer line. This credit has never been deposited to my bank, why? Order date: Apr. 27, 2021. Auth. no.: 026572
Order number: 18188011

I placed an order online and it said 48 hours till I could pick it up then when I called the customer service lady on may 15 she said it could take 4 days so I then said just refund me then I can order from home depot and pick up same day, she then said ok its refunded but will now take 5 days . What now I have to wait for my money how do I place my order at home depot?. You guys need to get your stuff together or your not gonna be around to long. Find people that know how to work and can handle putting orders together in a reasonable time frame. Do better Rona

Walked into Rona in Saskatoon on Preston Crossing wanting to buy a utility trailer. Upon entering questioned customer service to who we should speak too. They called seasonal and the employee from seasonal had no idea and said we should talk to someone in flooring? We eventually found someone to buy a trailer from and were given the receipt and asked to take a picture of the vin to get a plate the next day. Tried to plate it and was told I required more documents from Rona. Driving back to Rona and getting what I needed then drove back registered the trailer. Now on pickup the employee sent to help did not know how to unlock the trailer or have a clue on how to hook it up. You as a company should be ashamed of yourselves in calling this Customer Service. You may not think much of this incident or experience but considering my time and experience an I am sorry does not cut it. I have purchased many things in the past (patio furniture, gazebo, bbq, lumber, hardware, tools ect., ect) needless to say I will never be back and like they say tell ten friends and they tell ten friends and so on... I don't expect to hear from anyone as I am but a little customer. So for the sake of venting maybe spend some of those corporate dollars on training or at least give your customer an apology for your downfalls.. So sad what these huge corporate stores are doing!

May 7th 2021 5:06pm call 2 times rona store location in Unionville no one answer end up leave voicemail.( wish can purchase the bbq grill to the to the phone and pick it up at the store) never received return calls

However the same day (Friday) l try online purchase to rona website hopeful would get the purchase item complete., after l done all the Steps. They are showing error for the billing address not match to my credit card, so the transaction wasn't complete and no confirmation, no order number and no email notification.

I thought there are the old address l used billing address for my credit card that's why showing error l try again to restart the order over this time showing Decline., which is not normal l know my credit card limit is enough to make it. Call the credit card company, they said rona company token the payment, the transaction is completed showing at the credit card company There end. They told me to contact rona.

I called rona customer service line phone keep on hold from 6:15pm to 6:52pm finally seems Goes through but no body answer than they hand up 6:56pm., l called again left my phone number to there phone system for them to call me back. After 7:30pm received the call back rona representative refused to check my order like I told her there was no confirmation to provide while l try purchased online. She said the order not complete than they won't charge from your credit card. She said It will be preauthorization charge, and will be returning to money to my credit card after 24 hours ( purchased online was Friday 5:45pm close to 6pm )
l called on Saturday afternoon to the customer rep told her l got the reference number from my credit card company that can provide to Rona, hopeful she would help me to look up the purchased information Maybe can complete my order because l like to have the bbq grill soon as possible ., but she refused to help again said if there order not complete the money will return to my account after 24hours. I told her l can provide the reference number, than she act like l waste her time, she hand up the phone.

Sunday 9:00am l called my credit card company check see what happens, but rona haven't return the money to my account yet.

I hopeful would have rona to respond about the situation.

The current ad on TV with two guys building a deck and the old guy can't even ask for the other one to pass him his coffee is so entirely ridiculous and insulting it can't be muted quickly enough. That Rona thinks the public is that stupid is disturbing at best. That a guy is apparently smart enough to build a deck but can't remember the word "coffee" is beyond STUPID! And why is the coffee on one side of the project when he's clearly working on the other side? The commercial is that stupid it just makes me want to avoid that store for ever!