RONA Reviews

Name: RONA
Rating: 1.81

1.8 Rating 657 Reviews

19 %

of reviewers recommend RONA

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Metrics

1.8

Based on 657 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 23%
Accurate And Undamaged Orders	Greater than 72%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour

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Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We purchased a BBQ the day after Father's Day with free shipping. It is August now and have been told it will arrive next week. Does everyone have to wait soooooo long? Unacceptable in my view. What kind of customer service is this?”

Helpful Report

Posted 4 years ago

“Long story, long. I ordered a roof replacement after receiving a Rona email advertising a special deal. I got a call back and a salesperson from George Kent visited quickly to discuss options and prepare a quote. It's a little tricky when dealing with a third party like this as financing and special offers are handled by Rona and installation is through another company. Within a few weeks I got a call saying a team would arrive next day to start work so someone had to be there. Not much notice but luckily I was able to arrange. Shingles and two roofers arrived following day as promised and work began. These two guys were absolutely amazing! They worked steadily and professionally all day long with only a short break for lunch and the same second day when they completed the project. The roof looks awesome. That was May 20th. I finally received a gift card that was the promotion at the time yesterday August 3rd. Not for any lack of effort on my part to be sure. First it turned out no one at Rona had ordered a gift card for me. After waiting another week or so I followed up and again it hadn't been ordered. A week later it was delivered to my house but not left as I wasn't there to sign for it. Then more waiting while it was returned to Rona before being sent once more to me. Although customer service gives the appearance of trying to resolve the delay, the results fall far short of what I expected. Be prepared to wait or make a lot of calls to get what is promised to you. PS: They did add a little extra to my gift card to make up for my wait time.”

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Posted 4 years ago

“On a super-hot Wednesday morning in North Vancouver, I searched for a large piece of foam to seal off the outside air so that my air conditioner could work on my porch sliding door. It took a good 20 minutes to talk to a Rep and although she was sympathetic, neither she nor I could get the attention of Doug in the lumber section who dismissed us with a mysogynistic look. We stood in sweltering heat for what seemed like an hour and still no contact from this 'Doug' person. We just gave up and left. Thanks for nothing.”

Helpful Report

Posted 4 years ago

“Absolutely terrible customer service and unhelpful policies. Placed a 200 dollar order. Tracked the package and saw it went to Saskatchewan. I live in BC. Sent 3 different e-mails. No response. 2 long calls finally spoke with a human who said they would need to place a trace on my package and would take up to 3 weeks. I had already waited over a month and needed what I ordered so I asked for my money back and would get the product from a different supplier. 3 weeks later I get an email that they are about to start the trace. What? Called and emailed again, empty apology "someone must have told you wrong thing, we are behind..." unhelpful excuses. Asked for money back and told no. Asked for a number to talk to someone who can help, no. 3 weeks later, we are now up to 3 months since I ordered they send an email and say my money is being refunded. Just brutal, I asked for this months ago! Hours wasted e-mailing, phoning and took 3 months to give me my money back. Customer service phoned to address my concerns and it became clear they hadn't even read my emails and concerns. They offered 20 percent off of a 200 dollar order to make up for the problem. I said no where near good enough as I need to spend 200 at their store to get 40 bucks off and there are better "deals" in their weekly flyer. Customer service agent assured me they would look into things and call me to properly address. Days go by and I get an email from them saying the offer stands of 20 percent if I'd like and the file is considered closed. Cowards knew this was garbage so broke word about calling and sent email. The whole experience was just awful and Rona showed they simply do not care about their customers. By far the worst experience I have had shopping online. I wanted to support a Canadian company but learned my lesson the hard way. Ordered same thing from Amazon and had it 2 days later.”

Helpful Report

Posted 4 years ago

“terrible costumer service .”

Helpful Report

Posted 4 years ago

“The worst experience ever with customer service and delivery. No one gives a lead when your item will be delivered. Very vague answers each time I called (you are lucky if your call will be answered). Delivery was 4 weeks late. And I was told to be home as delivery will be curb side only. 650lbs delivery, only one person came to deliver. In addition, delivered at 8pm. Very disappointed with RONA”

Helpful Report

Posted 4 years ago

“One.item both on 13th of June 2022... Today 14th of July...and nothing received ! We are as... ping-pong by the customer service.... Money took.....14k...and no item!. Difficult to talk seriously to a supervisor or manager....ridiculous.”

Helpful Report

Posted 4 years ago

“I was there on Beaverbrook, Rona in London, looking for and elbow for eaves through extension, not a single soul to tell me where to find it, walking around the store for 20 min. from section to section. finally I found but they had a plastic one, for over $7 , ,I did not buy it, just asked from the guy at the cash register , if they have any metal one, he said no. I went to Lowe's , found a metal one for around $6 , prices higher at Rona, not too many choices of merchandise, and short of staff, if the manager does not want to hire more staff, so , he or she should be on the floor to help customers. if I could give Rona -5 star, I would do that,”

Helpful Report

Posted 4 years ago

“Spent 40min at one if the Calgary locations, paid for the product to find out that they ran out of stock. Went to another location and spent another 20min going from customer service e back to the till. The worst customer experience!!!”

Helpful Report

Posted 4 years ago

“So first I will share my complaint letter and then I will tell you what Rona did for me. We are extremely disappointed with our recent purchase from Rona. It seemed so simple. All you had to do was to fill our order with a new product. But someone in your system couldn't just do that. No, they tried to cut a loss and sent us a returned product. Yes, that's right, a returned product! When we first opened the pump light, the packaging was a little askew. But when we opened the plastic box to take out the pump, we find that the paper instructions were damp. They were obviously used by someone and repacked. We should have stopped right there but we didn't. No, we spent about 3 hours trying to get the light to work. Well it didn't, and we're pretty sure that is the reason for the return. But then for your people to turn around and send it right back out to some unsuspecting customer? Well that is how you lose customers! This is so unacceptable on several levels. You should be ashamed Then when I called and got through to the actual customer service department, this is what they offered me. I could drive the 30 mile round trip to the nearest Rona store and get a refund and they would give me 10% off of my next order. My next order??? There will never be a next order! 3 hours on our hands and knees trying to figure why this thing is not working, all because they tried to re-send a bad item out again. Outrageous. 10% off? They should have done much better than that, on the the first go-round and on the second as well.”

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Posted 4 years ago

“Never order from them on line!! BAD CUSTOMER SERVICE, NOTHING WILL GET DONE”

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Posted 4 years ago

“Ordered an patio umbrella was defective and didn't like it. Went to return it and told they wouldn't take it back because they said that it was used based on their perception. In fact it was just put up checked out and put back in box. It wasn't used at all.”

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Posted 4 years ago

“very poor customer service online in dealing with a defective product.”

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Posted 4 years ago

“Horrible horrible service! My husband ordered some materials via curbside pickup and the experience was terrible. He waited in the delivery zone for over 45 minutes for someone to bring his stuff. When he called customer service (3 times!), every time they kept giving him conflicting information, sending him to different areas of the lot and/or asking him to come inside the store and search for his order himself. What kind of curbside pickup is this? Never buying anything from this awful place again!!! If you can't provide a curbside pickup, don't offer it as an option and for Christ sake, give people the correct instructions about how to get their stuff, rather than sending them to run in circles in your lot and store for over 45 minutes!”

Helpful Report

Posted 4 years ago

“Sucks! Order material and never delivered Go to the store and ask what is up and told they will get driver to call me as to delivery and never get a call. I maybe be not a big contractor so not as important and anyone who thinks they are great obviously don't know what it is to wait for days on your project is. Home depot even looks good compared to this. I at least think when they say someone will call have the courtesy to call. So much for shopping local. Never again!!!”

Helpful Report

Posted 4 years ago

“I purchased dona conna at Rona. They charged me $27.99 each. I had purchased the same product from a local Coop building center. The price was 16.99. I protested, and was told that was the price. I logged a complaint online with Rona complaint department, March 1 2022. I received an automated response with a case number, but no follow up. I contacted Donald Frieson, Executive Vice President Supply Chain, Lowe’s Companies, Inc. He replied with an apology, and a promise that he would have the 'Canadian Team'. That was it. No follow up, no offer to match the price, no additional customer service. I go out of my way, even driving for up to 1/2 hour to avoid the Rona stores, and since they are owned by Lowes, I don't shop there either.”

Helpful Report

Posted 4 years ago

“Customer service person was terrible just a bunch of excuses but no answers. Product I ordered was supposed to be delivered between 3-5 business days but after 7 still haven’t seen it. I called customer service and they said hopefully by the end of the week and it is Tuesday now. Don’t buy on Rona online!!!!”

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Posted 4 years ago

“My advice is when you get to Rona - leave immediately! Rona will only give back your money if you have the original packaging -Home Depots policy is " make people happy"! Ronas policy should be - argue with customers whenever you can! Go to Reno Depot or Home Depot whenever possible - to hell with Rona!”

Helpful Report

Posted 4 years ago

“Awful online purchase experience. Ordered a $700 medicine cabinet - which did not arrive. Local store says they have nothing to do with Rona Online. FedEx said package appeared lost, but I'd have to deal with Rona. Rona first said they would initiate a trace on it (turned out they just put me in a queue to have a trace initiated), and has steadfastly refused to refund my $700 until their 'tracing process' is completed. It is now 2 months later -- and they are still refusing to give me a refund while they supposedly trace my package. I have ordered and received the item from another retailer - and just want my money refunded, but they continue to refuse 'until they have completed their process' Unbelievable.”

Helpful Report

Posted 4 years ago

“I ordered three drain trays for pots and only two arrived. I've spent over 2 hours on the phone with Rona trying to locate the third one, which may be backordered or out of stock . . . no one knows. However, no refund has been issued for the item never received.”

Helpful Report

Posted 4 years ago

RONA is rated 1.8 based on 657 reviews