Answering Previous Reviews
This is just a response to the previous reviews about Rona, coming from a current Rona employee who has been with the company for several years.

For the first incident at the Whitby store I have to totally agree that you were dealt with inappropriately, but it is most likely because it is a new store and many people are unfamiliar with the procedures for customer pick-ups. Nobody at any store is trying to take your money without giving you the product, and in fact that is completely the opposite from what we aim to do. Not that that is an excuse for poor customer service though, but my recommendation would be to contact the store manager at the Whitby location, or contact Rona head office directly with your complaint.

As for the second review regarding the returning of product from one Rona banner (Home & Garden, Cashway, Lansing, or any of the other 15+ banners throughout Canada) to another, the issue boils down to the fact that the smaller stores such as Rona Cashways do not always carry as large of a selection of products as the big box Home & Garden stores. The large Home & Garden stores will usually accept returns from any other Rona affiliated store if a receipt is present and the product is in re-sellable condition. The smaller stores are typically independently owned rather than being corporate operated stores, and have a bit more leeway in the product lines they carry. Because of this they usually will be less willing to take back product they don't normally carry because they have a harder time dealing with it as it may be from a vendor they don't deal with or the product just isn't something that is going to be sellable in their store, in which case they will advise that the product be returned to the point of purchase.
As for a sales team member telling you that you "can" return product at another store, well really they are right, you should be able to without a hassle. And most of the time there won't be any problem doing so. Really the employee did nothing wrong, and it is the Sarnia store who was wrong to give you a hard time. Its not difficult for a Cashway store to transfer un-needed returned merchandise to a store that does carry it.

I hope this answered your questions!

Posted By: Stimulator (206.248.134.×××), on Thursday, June 19, 2008

---

Poor in-store customer service in Whitby Ontario (Thickson and 401(
I placed an order in January of 2008 and PAID for it. I would like to know the rules behind this. The customer service at this store was supposed to call me when the product was in, which was supposed to be 3-4 days later. Well let's just say that finally a week and a half ago,(3-4 months later) I called yet AGAIN to find out about where my item was and apparently noone was going to call to let me know it was there. Between January and April I had called numerous times and was told that it wasn't in. Now I finally spoke with a manager and it was in, and there were ONLY 2 left. So does this mean that they sold them and and if I hadn't called they would have let them sell and I would NEVER have received the item I had paid for 4 months IN ADVANCE??? I was expecting a manager to call me back and still haven't heard from them. I would like to know the process in which this was supposed to happen, and if RONA is in the habit of making customers pay for their items up front and then 3-4 months later when the money has been in the stores bank account, they don't inform their customers that the item has come in? They just take the money and hope that we don't go back for it? I'm extremely upset with the Rona store in WHITBY, Ontario, Canada at Thickson and 401. I would appreciate a phone call or an email as to why this happened and why I received the product after I called (ump-teen ) times and have not received an apology phone call, or anything. I have not shopped at Rona since, I've been worried that the same thing could happen!
Sincerely irritated!

Posted By: sherber (199.198.254.×××), on Monday, May 05, 2008

---

rona is not a rona?
i bought hard wood flooring from rona in sarnia well i made a mistake and didn't measure good enough i came up short half a box my fault i was in missisauga and found the flooring close enough that i was happy with took me 15 mins the young man took the information and left another 15 mins i asked another clerk for help he was about to take the information and the young man came back to finish what he started another 20 mins looking for someone to get it out of the warehouse i waited 10 mins and said give me the bill i'll pay for it and come back to pick it up i also made sure that there would be no problem to return in sarnia if damaged no problem at all he said perfect 45 mins waiting for a peice of paper late for my lunch date and have to return to pick up 1 box of flooring. They gave me the wrong box as i opened it up in sarnia not missisauga my mistake i don't think so. so off to the sarnia store to return they tell me that i can't return it do to the fact the the store in missisauga is a home and garden not a cashway? i spent another hour in the rona in sarnia dealing with this flooring they finally gave me a refund but i left the store feeling like i had just rob them blind 1hour 45 mins i would have had the floor done by then so my question is how come one store can say return to one rona and another rona says they can't except returns from another rona i think your employees should be notified of this if there's a difference let me know what's what thank you for shopping at rona p.s. like the store but come on

Posted By: rockco (65.93.43.×××), on Saturday, April 19, 2008

---