- Approximate cost of services:
- $6,000.00
Palazzani shower, Toto, bathroom cabinets, facets and tiles
Many thanks for your post and it was our pleasure.
complete Home Tiling and bath fixtures
great selection, terrible customer service.
Hi Malcolm,
My name is Shannon, I am not a spokesperson, I am in charge of customer service at Canaroma, it is my job to provide customers with the best service within our capability. I am very sorry that your experience with us was not a favourable one and I am to respond to you with the facts of exactly what we did to try to rectify the situation from the beginning.
You made your claim to Canaroma on the 15th of October and I can adamantly state that Canaroma did everything possible and acted immediately on your behalf with our suppliers to get you a replacement by claiming your tub was under warranty. If that was denied we would get you a replacement tub at cost with additional discounts and then to have it sent to you immediately so that you would not be further inconvenienced. This was what we did from the initial stages when we were dealing with your claim. I have all the emails between myself and the supplier telling them to replace your tub and expedite it to us, we were fighting on your behalf for an outcome that would be most favourable to you. We tried everything we could to rectify this situation as best as we could. Unfortunately, they would not cooperate and yet we still sent it to you at a very reduced price, we incurred the shipping expense to have the second tub expedited to us and the expense of the second delivery to you. I do not understand how this is bad customer service.
We actually receive many customers claiming their products were damaged when received when in fact they were damaged by their contractor or builder or plumber. If we replaced all these products at our expense we would not be in business. That is why we ask our customers to check their products upon receipt because then we know 100% the customer received the product damaged.
It is very unfortunate that when a customer does not receive what they want from the retailer, they immediately go to social media and bash the retailer. We have policies and procedures for a reason and often the consumer does not want to follow these policies and if something goes wrong they immediately blame the retailer. Unfortunately when that happens our hands are tied, we will do as much as we can, but we can only do whatever we can within the guidelines of these polices.
We DO genuinely care about our customers, however we would not be in business if we simply replaced products upon the customer’s request. We cannot do that and no business will do it. As far as the tub being on its side, that is how it is delivered to us and how we always deliver it to our customers and have never had a problem. Canaroma has always and will always strive to help protect and service our clients when problems arise as we want all our clients, regardless of how much they spend to be happy and to have a favourable experience. We feel this situation was handled very well, and once again we apologize that you feel it was not handled the way you would have liked it to be handled.
Wish you all the best.
Kindest regards.
Shannon Woo
Client Services/ Inventory Control
7979 Weston Rd, Vaughan, On L4L 1A6
tel: 905-856-7979 ext. 57
Bathroom fixtures, tubs, shower fixtures, toilets
Hi Lily,
I’d like to respond to your recent review on Home Star. At Canaroma we value our clients feedback whether positive or negative because we take pride in the fact that we try our very best and go out of our way to assist our customers as much as possible when issues arise. It is unfortunate that you discovered your Laufen toilet was cracked when you recently opened the box and I know it must have added to the stress and frustration of your custom/renovation build. That being said Lily, I pulled your records and original paper work which shows you received this Laufen toilet July 14th 2014 and have had it in your possession for over one year.
When we spoke over the phone regarding the crack I asked you to send me pictures so I could submit them to our supplier, Laufen for warranty. Once I received the pictures I tried to make a claim with the manufacturer, but unfortunately that claim was denied because the toilet was not installed so it was not a warranty issue and it had been in your possession for over a year. Laufen's comments to us, was they cannot take ownership of an item that was shipped to a client for this length of time. Had they agreed to provide you with a new toilet, we would have gladly delivered it to you with Free shipping.
As we have discovered over the years, the majority of people involved with a renovation or new home build experience problems and setbacks. I am sorry to hear your renovation was no exception and the toilet was never touched since the time you received it on July 14th 2014, but unfortunately we cannot accept responsibility for products that has been in your possession for over a year. As mentioned we tried to get the supplier to provide you with a new toilet they refused. Despite this Canaroma still offered to help you by providing you with the toilet at our cost. . As you stated, the supplier, Laufen has increased their prices, as well, the CDN dollar has been devalued significantly in the past year and this product comes from the United States. These are all that factors that are beyond our control.
It is not fair to Canaroma that you voiced your opinion of us on HomeStar without stating all the facts and you neglected to state you had received the toilet and it has been in your possession for over a year. We do not operate our business just to get customer's money or we would not have been in business for over 35 years with many repeat customers, nor would we have been rated Number One in Houzz for customer service.
I know there are alot of details to take care of when dealing with a renovation/new build, however the customer has to take the time and assume the responsibility of checking their products upon receipt. That point is clearly stated on our terms and conditions found on the back of your invoice. It is not Canaroma’s responsibility to ensure the product is in good condition one year after it is received. Had the toilet been found cracked upon receipt and not over a year after receipt, we could have advised the supplier and you would have had a new one sent to you. We pride ourselves in always trying to help our clients out as much as possible and we did offer to get you the toilet at our cost. We would have been more than happy to provide this service for you.
Sincerest Regards,
Shannon Woo
Client Services/ Inventory Control
Hello Anna, my name is Brent Hanna. I am the assistant showroom manager at Canaroma. I have read your review and taken the time to speak to our customer service manager to try to obtain some insight into this situation.
Unfortunately your salesperson is currently on maternity leave so I cannot speak to her directly.
I am surprised at your comment regarding customer service as we are recognized by Houz as being number one is that department.
Details are a bit sketchy so I would invite you to contact me personally at your convenience to discuss exactly what happened.
We at Canaroma pride ourselves in our customer service which is one of the reasons we have been in business for so long.