Super disappointed! Terrible service. Left in the lurch.
We have bought several appliances from CAS over the years. But you can only see the true colours when dealing with a problem.
Recently (end of July) we bought a Washing Machine/Dryer Combo appliance from one of account executives at Canadian Appliance Source (CAS), Ontario, Oakville. The same sales person we have dealt with in the past. It was the last time...
The unit arrived without a power cord, so it cannot be properly installed. Seems like a simple enough issue and should be promptly rectified by the seller, right? WRONG! It has now been 2 weeks trying to get the missing power cord delivered and installed. The CAS opened a ticket and - it seems - washed off their hands. Calling Sales person practically every day and sending emails does not seem to help. We are calling CAS installation partner, which shouldn't be our job. Yet, our tenants are a young family and living without a washer/dryer in Toronto in August is very inconvenient, putting it mildly. After calling the service, we got the explanation of the delay ... wait for it... they "haven't heard back from their own service department" In two weeks! It takes two weeks to look at an email? And the reason they haven't heard back from the service department? They cannot find a power cord on the manufacturer's website. Two weeks to look for a power cord on a website? How big is that website? They suggested we call the manufacturer. So we did. Question: why do we deal with the retailers in the first place? Why not buy everything from the manufacturers directly - since there is neither help nor service from the retailer?
Needless to say, our tenants are super frustrated, we are exhausted and mentally stressed. We have to take time off work to play phone tag or send and re-send emails. We cannot recommend the company or the salespeople who sold us what was supposed to be a new appliance in working order and basically left to our own devices when it turned out it was missing a part.
Our patience is worn out and we are now trying to reach out to President of Sales and not a single salesperson we spoke with says he does not know who their President of Sales is. The CAS store claims that they don't have store managers. Oh, and the CAS service department cannot send emails to more than one email address (if my wife and I take turns to take time off work to deal with this disaster). We wish there was a minus stars option to rate this experience.
