RONA Reviews

Name: RONA
Rating: 1.78

1.8 Rating 566 Reviews

18 %

of reviewers recommend RONA

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Metrics

1.8

Based on 566 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 33%
Accurate And Undamaged Orders	Greater than 62%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Anonymous // 01/01/2019

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“How is Rona still in business? Thier website sucks, thier stores suck..its like they have given up...10 years ago. Put a bullet in this horse already!”

Helpful Report

Posted 5 years ago

“Horrible customer service! If I could leave 0 stars, I would... We placed a rather large online order about 3 weeks ago and all items were supposedly "in store." We're still waiting for the truck delivery from our local RONA, because 2 items that were available online aren't on stock, and thus the whole order is "on hold" until they arrive because apparently they can't split the delivery, even if we live 10 minutes away form the store and paid $75 for the delivery?!? I call BS! And what's even more frustrating is that the store rep keeps telling us that the delivery department can't be reached right now and they'll call us back, yet these phone calls remain unanswered. But that's not all. A lawnmower we ordered with the same order is supposed to be shipped from Toronto even though we live in BC, because the only delivery option to choose was "parcel delivery"?!? After countless attempts to get updates over the phone, we emailed customer service and received the response that the Toronto store will contact us within a few days and if not, we should call them... Of course the Toronto store never called, so we followed up and during that conversation, we first got asked why we ordered the lawnmower from the Toronto store if we live in BC (well, we DIDN'T, RONA's stupid inventory system did), then we hear "yes, it's ready for delivery" and then a few minutes later that they don't have it in stock. How is that even possible? When we insisted on getting an update on the delivery time, because well it's summer and the grass is not getting shorter on its own, the customer service rep told us that he would put us on a short hold, then unexpectedly "transferred the call" and eventually the call ended... Is that how you deal with customers, RONA? You hang up on them? So, in short: * Their inventory system is beyond pathetic (things are on discount for a week when no store Canada-wide carries them), heavy items are supposed to be shipped from the other side of Canada, which would cost more money in shipping than the item itself, and none of the stores actually knows what's in their inventory. * They certainly don't value their customers at all. Their customer reps seem pretty clueless about how to answer even simple customer requests and nobody ever bothers to return a phone call they promised to return. Never will we buy from this company again!!!”

Helpful Report

Posted 5 years ago

“Horrible customer service. Placed an order on May 13 and had to call in several times over the last 2 weeks to cancel as the average wait time is over 2 hours to get through to someone. What a joke they have become.”

Helpful Report

Posted 5 years ago

“Worst customer service took my money a month ago and have yet to recieve my product cant reach customer service for a refund a bbq is no good in the winter for me so this is a waste of time rona I want my money back but ur phone is always busy 0 stars for this big company”

Helpful Report

Posted 5 years ago

“Had satisfaction. a problem with product at Vernon BC site,registered the problem and soon thereafter their store manager called us and resolved the problem to our satisfaction.Very impressed and happy customer, Thank-you.”

Helpful Report

Posted 5 years ago

“On June 13 2020 I went in to RONA in St Catharines. Not knowing the exact plumbing part I would need. We had an excellent associate come to assist us his name was James. He was very patient and never gave us the feeling we had been taking to much of his time. He did everything he could do to figure out our issue with a shower drain. As a customer we left that store happy. Thanks so much James keep up the great work.”

Helpful Report

Posted 5 years ago

“I made a purchase online and didn't receive it when promised. Sent customer service an e-mail and ashley had it sorted out and a refund applied within 30 minutes. Thank you Ashley.”

Helpful Report

Posted 5 years ago

“Most horrible company and worst customer service ever, called twice first time was on hold for 2 hours and second time for almost an hour to get a hold of an agent to see what the heck is going on with my order and still no answer. They didn't even answer our email inquiry. This is the first and last time to deal with this horrible and incompetent company. No customer service and care for their customers. It's easy and fast for you to take a huge amount of money from our account instantly but very difficult for you to answer what's happening with our order.”

Helpful Report

Posted 5 years ago

“bought 4 deck hanger hooks at Rona Vernon BC,when we got home 1 was bent all to "H",don't know why it was on the shelf even and we checked for scratches but can't find everything.We had to drive 76 kms to get it replaced,no discount,maybe could have given a free one as compensation for extra expense on our part,perhaps cost to Rona would be $5 for customer retention cost.Called prior to coming back to see if they had stock,their computer showed 4, my on-line info showed 3, and when we got there,there were only 2,of which 1 was all scratched up,no one available to physically check stock(or that would take time to check stock) communicating with Rona is like pulling hen's teeth!Tried to get my point across by calling toll free number but was put on hold for 30 minutes and no one ever answered.”

Helpful Report

Posted 5 years ago

“Moved to Grimsby January 2020 . Rona Grimsby was my new store . Had the pleasure of dealing with John B . I have been a business owner for 40 years . 100s of employees I would consider John as good as it gets way over the call of duty. Hard working ,can’t do enough for the consumer. Definitely a keeper .”

Helpful Report

Posted 5 years ago

“worst online experience ever, never had an online that took 6 weeks to complete. called customer service hundred times only once got connected but put on hold for hours.”

Helpful Report

Posted 5 years ago

“If there was an option for negative stars, that would be my pick. Waited on hold for 2 hours with no response. Got through at half an hour to the department I chose from the menu, only to be put on hold again for an hour and a half after being told I was being transferred to the proper department. Was that not what I originally did? Says my order was supposed to arrive on may 17. It’s is now June 11th. Says the product has been sitting In Mississauga since the 15th. I also emailed them in English and got a response in French. Absolute disgrace this experience has been. I will no longer be shopping at this retailer”

Helpful Report

Posted 5 years ago

“I made an order 10 days ago.No any info or updates.Expected delivery is 2 business days.Why RONA provide wrong information regarding delivery?Why customer support not working?Very bad experience!”

Helpful Report

Posted 5 years ago

“May 30 online order was for a lawn mower,weed trimmer spools and a plastic gas can. Rona put my gas can on truck delivery for $75.00!!! The lawn mower was canceled,Iam now waiting on a refund for the trimmer spools. I only wish I had read the reviews on Rona and Lowes before being so stupid.”

Helpful Report

Posted 5 years ago

“Horrifying customer service!!”

Helpful Report

Posted 5 years ago

“Terrible terrible experience and services!!! If there is 0 star to choose, we will chose 0! We ordered brand new set of washer and dryer. There were deep cracks and scratches on both the front and the side. Delivery guys were rude, not helpful. We were given the phone number which no one answered after two hours waiting. My husband went to the store, no one cared, gave us the same phone numbers to call. We called everyday, for hours each day, left voice mails, sent emails. No one got back to us for days...... It's a nightmare! We have all the dirty clothes not washed. Never never had such bad experiences! We hoped that we have read the reviews here before we bought the products.”

Helpful Report

Posted 5 years ago

“Online order takes a month and after they call you to pick up your stuff , they are not there . Staff say if we have it it is there . If not go home . Prepaid and preordered items are sold to others ! Very disappointed”

Helpful Report

Posted 5 years ago

“If I could give "0" stars, I definitely would. I understand during this bizarre time that online orders are in high demand. However what is completely unacceptable is the fact that for over a month after my husband ordered, we tried calling day in and day out but the Customer service line was constantly busy. We sent email after email, with not one reply to this date! We contacted the store numerous times, and about two weeks ago, a lady said our door would be out for delivery the coming Friday. Then my husband takes the day off that day in order to be home to accept that door and it never shows up nor do we even get the common courtesy of a phone call to let us know that it was not coming that day so needless to say a whole entire 10-hour day lost at work which means 10 hours of money lost because of this incompetent company and their major lack of communication. Fast forward to today 20 minutes before the door is arriving they call my husband to tell him the door is arriving it's on the truck for delivery well that's funny we're at work so he rushes home from work to be home to accept this door we get the door and it's damaged Beyond damaged and the truck driver says it was like this when I picked it up at the store. so again we are unable to get through to customer service the store that we purchase it from is telling us to contact customer service and to send an email with pictures we've done all of this and as usual I'm assuming we will not get any reply to emails. Our next option is to find a way to borrow a truck in order to bring the door back which is about 40 minutes away, to return it for a refund, minus delivery!!! Are you kidding me????? For the love of God, don't purchase from RONA!!!”

Helpful Report

Posted 5 years ago

“rona scarborough/MIDLAND this is the worst store for pickup most especially the curbside.. we waited for freakin 45 mins for our order to come.. we called twice and still we waited for long.. its ridiculous..”

Helpful Report

Posted 5 years ago

“Ordered paints online for pick up, more than two weeks nothing, they took the payment already but no updates when it is ready. Called customer service and on hold for hours no answer. The worst online experience ever.”

Helpful Report

Posted 5 years ago

RONA is rated 1.8 based on 566 reviews