Giving up on Crowfoot Rona in Clagary
I was trying to buy 2 area rugs on Aug2/09 ,these rugs were large heavy and stored way up high, (also expensive at 500$ each) but I was really wanting them!! after trying and trying to get help in the flooring dept for around 20 min I walded back up across the store to the C/S desk ( I'm nine months pregnant) waited in line and asked if I could get some help, was told they would "page" someone. I went back to flooring watched many employees pass me by, after about another 15 min I flag one quickly walking employee only to be snapped at "not my dept" That was it and I had enough of the non air cont store I was really getting hot and uncomfortable by then!! I won't return to the store as this is not the first time I just can't get helped!! IVA

Posted By: IVA (96.51.84.×××), on Tuesday, August 04, 2009

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Verbally abused and mistreated
My husband and i recently visited Rona in Kelowna B.C. looking for an air conditioner. The staff there were extremly helpful and unfortunatly the air conditioner that we wanted was on sale and they had just sold last one. I asked him to check the Vernon store to see if they had one. Luckly they did. The staff member asked the Vernon store to put it on hold and we would drive there right away to pivk it up. We confirmed that it was the right one and was on sale. Upon arriving to the Vernon store, the air conditioner was there and ready to. Only problem was the girl did a oprice inquiry and it came up on sale but the manager said it was hot outside and his air conditioners were not on sale. I explained to him that we drove her from kelowna and that theirs was on sale. He pretty much told us too bad his wasnt on sale and that he was not budging on his price. He was very offensive and rude to us. After about 15 minutes of arguing with him' i told him that we were not leaving this store wothout that product and asked him if we could transfer it to kelowna and we would buy it off of them on sale. He went and consulted the girl who put it aside for us and had admitted that a mistake was made and we would have to get it on sale. He came back and still argued with us until he decided to transfer the product to kelowna and then we bought it from them. This is absoluty ridiculous I figured rona was rona. I will never shop at Rona again although thumbs up to the staff at the Kelowna location. I called another location when I got home and explained what happened and they told us that he would have had to honour kelownas sale price.

Posted By: a6aferg (205.250.205.×××), on Sunday, August 02, 2009

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Always OUT OF STOCK!
Out of the last 4 times I went to Rona, 3 times they were OUT OF STOCK on the items I wanted. So each time I went up the road to LOWES and they had them. Great store that LOWES. Will save myself time from now on and just go directly to LOWES. Cleaner, bigger, better prices, friendlier people and they ALWAYS HAVE STOCK. What more could a customer want. Wish LOWES would replace all the Rona's.

Posted By: Bucky3 (69.156.106.×××), on Saturday, June 20, 2009

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service is RUDE at service desk; go HomeDepot,we deserse a better service
On June 4 2009, I went to the Rona at Midland/McNicole to try to return a 12 liters Driveway Sealer I bought at the store on May 17, 2009.
The reason I want to return it because I just couldn't mix it to a workable state as the instructions on the bucket suggest. The solid contents condensed to the bottom and separated from the water in less than 10 seconds after the mixture. I couldn't use it with a roller to do my driveway.
I went to the service counter at the store and the clerk checked the bucket and sealer inside and I told him I haven't used it and the reason why I couldn't use it. Then he called an associate manager to come and let me wait. When the associate manager comes, he took the bucket away and came back 10 minutes later telling me nothing wrong with the sealer. I told him again I can't mix it to do my driveway.
Then the associate manager said to me, "You have to take it back and door is right behind you." And he pushed the bucket towards me. I insisted to return it and he told the clerk at the counter in a low voice but I still could hear it," Don't do refund, don't do refund". And then he turned to me and said, "You can go home and see your dad..."
I was frustrated at that moment and went upstairs to their management office looking for the store manager. I didn't find the store manager first but a lady escorted me and she found the operational manager to the counter. In no minutes, I got the refund.
When I told the operational manager how the associate manager insulted me, the operational manager just said that I didn't hear him well and of course the associate manager refused to admit what he had said to me.
I was not satisfied with the product I bought in the beginning, but now I am totally not satisfied with the service at Rona at Midland/McNicole and its management. My feeling was hurt badly as a customer to the store and the icon of Rona has broken in my heart.

Posted By: scarborough (99.245.31.×××), on Friday, June 05, 2009

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VERBALLY ABUSED
I had the unfortunate experience of returning an item to the Rona store at 165 boul. du Plateau today in Quebec. I had bought a $49 book case for my new condo on November 23, 2008 and was told that I have 90 days to return it. This sounded great as I wasn't moving in till the New Year and could see how it would fit into my place.
Today I went to the same store that I had purchased it from with my reciept, box and bookcase in hand thinking there should be absolutly no problems returning this. Well was I ever surprised!
At the customer service desk I was met by a women who told me she couldn't help me and had to call someone else to look after this. The gentleman who came was quite pleasent but said we had to take the bookshelf apart right there if we wanted to return it. (this being said after I specificly had asked another young girl at the service desk if I could bring my bookshelf assembled and she said "with box and receipt yes") Standing in front of the sliding entrance way doors we where given a screw driver and then left to take it apart.
In the mean time a security guard came over and asked whats going on. Once again I repeated my story and asked if there was a schedule for staffing to see who the woman was that told me I could return my product in tack as long as I had my box and receipt. He then called another guy who laughed at us and said "we don't know who works at the service desk at what time, it could be anybody". I then asked for a head office number to make a formal complaint about this episode and the security guard said there is no head office and we don't have anybody else you can speak to. Frustrated and very upset I asked who all these people standng before me answer too? (keep in mind i have repeated my story to 5 people now and everytime i would ask "are you the manager"? the person would say "no he's coming but i need to know what happened") I asked the security guard for his name and was met with a scream two inches from my face yelling "MARC CARRON THAT'S MY NAME COMPLAIN TO WHO EVER YOU WANT I DON'T CARE"!! I have never been so shocked, scarred and afraid in my life.
With tears in my eyes i felt defeated and ready to loose my hard earned money for the sake of my safety.
Now comes the manager. Once again tell the story and be told sorry while you where taking it apart you tore the back of the bookshelf so the best i can do is give you a $30 gift card. I pleaded with the man to please not give me a gift card. There was no way I could ever enter another Rona again. He looked at one of the employees standing around and said take this to the garbage, refund her and walked away. Needless to say this experience is enough to file a police report and a write up in the news papers. I have left a message with the customer service section of Rona and hope to hear from them. If today was any inndication of how customers are treated by this outfit. I won't hold my breath!

Posted By: JennJ (70.80.133.×××), on Monday, January 26, 2009

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No staff available
I was just in the Rona store in Crowfoot in Calgary attempting a rental. After waiting about 10 minutes at the rental desk with two employees in the immediate vicinity I was told there wouldn't be anyone at the desk for another 15 minutes, and no one else could help me. I left. It's much further, but I'll be shopping at Home Depot from now on.

Posted By: kremer (174.0.47.×××), on Wednesday, January 21, 2009

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Poor Customer Service Experience at RONA...
I am no longer a RONA customer. I had the most horrible service experience I have ever had the displeasure of ecountering today at your Crowfoot Store in Calgary. The indifference, incompetance and lack of general courtesy was unbelieveable. I contacted the Crowfoot store in Calgary to order some drywall to be delivered to my house and was told I would have to come into the store in person due to security concerns with credit card orders. This I could understand and drove into the store from Cochrane (30 minutes west of Calgary). I then went to Customer Service and was told to go to the order desk at the other end of the store. I went to that desk, found it empty with a sign directing me to a nearby till. After standing in line at the till, they informed me they didn't take delivery orders on weekends and I would have to go back to the Customer Service desk to place the order. They also indicated that it would help if I got the material numbers from the building materials desk first. After going to the empty building materials desk and waiting through two pages that passing RONA staff were kind enough to make for me (not sure why they couldn't help me - I asked), I went back to the Customer Service desk. Once there, I went through two confused staff who after about 10 more minutes indicated I would need to go to the building materials desk to get the materials numbers. I explained I had been there and sat through 2 pages and no one came. They assured me that someone would be there this time waiting for me. After then going back there yet again and finding it empty again, I went back to the Customer Service desk (bear in mind over 30 minutes have now passed and I still haven't been allowed to spend my money on anything). After standing for another 5 minutes with the same confused staff looking at me and an ever growing line forming for me to stand in, I told the Customer Service staff and the surrounding customers that they could stick the drywall up their ass and that I would take business elsewhere. I tried for over half an hour to spend over $700 on drywall and was stopped at every turn. I have spent over $15,000 over the last year at this store renovating basement and countless other purchases over the years. They will never see another dime from me and I will make it my mission to spread word of this experience to everyone I know.

Posted By: hfoley (68.147.137.×××), on Saturday, November 15, 2008

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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

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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

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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

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