Canadian Appliance Source

Rating: 4.4 out of 5

Canadian Appliance Source reviews (5184)

  • Review from HomeOwner
    Rating: 1 out of 5
    Review left on 31 Jan 2020

    Dishwasher purchase

    The only positive thing that I can say is that Bruce at the Markham showroom was very good. But after that, I must say, that the service was terrible. What was to have been 2 days for delivery turned out to be 29 days. Then for a fee they would also dispose of the old one if disconnected. So I got it fully disconnected (and even sticking out a few inches for them). When they came, they decided quickly that they couldn't get it out. I then received a call from one of their service people, who lectured me that they don't disconnect the machines. And would not listen to what I was saying that it indeed was disconnected and even sticking out. I asked if they would come back and take it away as they were supposed to do in the first place, after our installer comes to install the new one and take it out for them. She curtly said that no, that would be an extra 90.00 service charge to come back to pick it up. Clearly this conversation was going around in circles and was very frustrating indeed. I will be disposing of this old dishwasher myself, and never calling on them again. Very disappointing service.

    Answer from pro:

    Thank you for your review. I am sorry to hear that you were not completely satisfied with your experience with us. We have reviewed your account and based on the information on file it shows that your dishwasher though disconnected was stuck or extremely tight in the space in your home. Unfortunately, the delivery team was unable to complete the removal of your dishwasher out of fear of causing damage to your property. We strive to ensure all services are completed in a safe and efficient manner. We have processed a full refund for the removal service as this was not completed.

    Reply created 5 Feb 2020
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 21 Jan 2020

    Their “position” is to do nothing....

    I really wish I’d seen the recent reviews below from people. I often say that you have no idea how good a company is unless you’ve had a problem-true colours always come out then. We had a washer and dryer delivered and they damaged the door. They didn’t mention it and instead installed it and left. I wrote to the company about the damage and the CS rep offered me $70 or a new door. We went back and forth a few times and he said “well your argument is a good one, you used it so we are not doing anytime”. You installed it knowing it was damaged so you could then say it’s installed so not our problem! I called and was transferred to “customer resolution” voicemail. Someone called back to leave a message that it was their position and they weren’t doing anything. No name, no call back, no hearing what actually happened. I had to call back three more and finally spoke to her and she was ridiculous. I’ve never seen such a lack of customer service -they don’t even try to fake it. Do not buy from them. I promise you will regret it and be left with crappy, damaged products.

    Answer from pro:

    Thank you for your review. I am sorry to hear that you were not completely satisfied with your recent experience with us. Unfortunately, I am unable to determine your specific order in our system. Would you please contact our Customer Care team at cs@caslp.ca to provide your order number so that we may address your concerns directly. From what you said above we offered a damage discount or the replacement of the door which was based on the fact that the appliance was already being used. If the options given are not suitable, the manufacturer would be responsible for taking any further actions.

    Reply created 5 Feb 2020
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 19 Jan 2020

    Buyer Beware

    Buyer Beware!! I would give them ZERO stars if I could. Never buy from Canadian Appliance Source or your nightmares will begin. If you buy an appliance from these people and you have a problem after they deliver, you are on your own. I received a dishwasher from them (fully paid and paid for shipping). The dishwasher arrived and was dented and leaked as a result of the dent. CAS hung me out to dry. They took no ownership or responsibility for the unit. After numerous heated conversations with them they still would not help. They told me that I was on my own and that I had to deal with the manufacturer. It's been well over one month and I still don't have a functional dishwasher. Next time I will buy from a “big box” store. They will give you the CAS price plus an additional 10% off.

    Answer from pro:

    Thank you for your review. I am sorry to hear that your recent experience with us was not to your satisfaction. Please note all our appliances are covered under a 1-year manufacturer’s warranty which starts on the date of delivery. The leaking issue was reported to us on December 12th and we arranged a service appointment with Bosch on your behalf the following day. They confirmed that a service technician would be sent out on December 18th to have the matter addressed. I trust this issue has been resolved since that time since we have had no further communication with you. Feel free to contact us at cs@caslp.ca if you require further assistance in this regard.

    Reply created 5 Feb 2020
  • Review from Customer of Canadian Appliance Source
    Rating: 0 out of 5
    Review left on 18 Jan 2020

    Run! Nightmare Customer Service

    I have never taken the time to write a review about a company’s service issues until now, as I feel compelled to let other potential customers know what they are getting themselves into with this company. I can understand an initial honest mistake (it happens no matter where you go), but this company is absolutely clueless about what it means to make things right for a customer. Virtually every representative of the company that I spoke to following a delivery issue was rude, refused to listen to reason, and basically told me I was stupid, even though I was eventually proven right. I had to speak to a total of 7 people before anyone was truly even willing to listen. Their prices may be decent, and they have relatively quick delivery, but god help you if you have a service issue and need someone to care and actually help you. So much for ‘treating you like family’!! I will never ever buy another appliance from this company.

    Answer from pro:

    Thank you for your review. I am sorry to hear that your experience with us was not satisfactory. I am not able to view your order to see the specifics of your case especially as it relates to the delivery issue. We strive to ensure each interaction is handled in an efficient and satisfactory manner. Kindly send your order number as well as the details of your concerns to cs@caslp.ca so your case can be reviewed by our management team and the necessary actions are taken to ensure we don’t have a repeat.

    Reply created 5 Feb 2020
  • Review from Keith
    Rating: 0 out of 5
    Review left on 16 Jan 2020

    Twice bitten

    I dealt with the company two years ago and it was a disaster, but I thought that I would give them another chance. But no, another disaster. (The only reason that I dealt with them a second time was the fact that they were the only dealer who had the product that I wanted in stock. The problem in both case was the cartage company that they subcontract delivery to, but in both cases they disavow themselves of any responsibility for the subcontractor).

    Answer from pro:

    Thank you for your review. I am sorry to hear that your experience with our subcontracted delivery company was less than satisfactory. We understand that in making these deliveries they are representing our company and want to ensure they uphold the highest standard. Kindly send details of your concerns to homedelivery@caslp.ca. This will allow us to have this matter escalated and addressed with the management team at Ovation (delivery company).

    Reply created 5 Feb 2020
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 3 Jan 2020

    GE Slide in Electric Range

    My range caught fire so we are without. Looked on line at their pricing and web site said better "pricing in store for boxing week sales". Went into the Mississauga store to look at specific ranges and were told no the price is the same as they list on line. Also on line it says "Up to 3 years FREE extended warranty". We were told no it's false and misleading and that the sales guy would like to see them take it off the web site. Somewhat deflated we still looked at the ranges (my gut feeling was to leave, but we didn't) so my mistake. I then explained our situation (we are without a range) and said that we would take anything as long as it was fast turn around and we would even pick it up ourselves. Sales agent then told us the unit we wanted was in stock in the Ottawa area and it would be ready for pick up in Etobicoke on December 31st. He brought out a sheet showing me that there was one exactly as we wanted in stock. He said if we purchase it right then it would be reserved for us. We said okay and made the purchase. He told us that it is now reserved and it is ours. He said I will get and email and a phone call on when to pick it up on the 31st.. On the 31st I called the sales agent mid day to say that I haven't been contacted and he said that it didn't arrive due to an ice storm and that it would be in on January 2nd. On January 2nd I checked my order online and it said "processing". I wasn't sure what that meant and at that time a little window appeared on the bottom of the screen to chat with a Customer Service Rep (CSR). The CSR asked for my order number and I submitted it and asked if my unit would be ready for pick up that day as promised. There was a pause and the CSR then said it has now been ordered and should be around 2 weeks!!! My order status on the page now said ordered from the manufacturer. That can only mean the rep didn't put my order in. I explained to the CSR what transpired with the sales agent what our situation is and the CSR basically said it is what it is...2 weeks. I said I wanted to cancel my order as that was not what we discussed. The CSR said they messaged the sales agent to URGENTLY call me and I still haven't been called. My chat with the CSR "timed out" so I had to restart it with another CSR that told me they could see it was ordered today and should 2 to 3 weeks! Somehow in a half hour another week got added on. Again I said to that CSR that I would like to cancel my order so they provided me a link to a form to fill in to cancel. That's when I see that cancelling "FOR ANY REASON" will cost a 25% restocking fee. Even though it is their fault they want to keep $500 of my $2000 (25%). What if they now tell me it will be 3 months or more??? Yup I would still have to pay the 25%. READ THE FINE PRINT CROSS THAT PART OUT AND HAVE THE AGENT SIGN YOUR COPY. If the agent won't do that don't buy anything. Now I will go back to the gut feeling that I ignored. This is now officially my fault and I am stuck with my decision. This review will not help me, but if I can stop 1 customer from buying there it was worth the 5 minutes to type it out. DO NOT BUY FROM THIS COMPANY! I should have gone big box as we have done in the past. Sale agent has been in contact with me said an honest mistake has been made. They are now covering the cost of delivery, took extra money off and are expediting the delivery date. I'm still not pleased with companies policy that ALL cancellations are at the customers expense. If we had of been old at the time of purchase that we would be waiting weeks, we would have bought a floor model at HD or somewhere. We are without a range in winter so hot plate it is for a few weeks.

    Answer from pro:

    Thank you for your review. I am sorry to hear that your buying experience was less than satisfactory. Would you please contact our Customer Care team at cs@caslp.ca so that we can address your concerns directly? All cancellations are subject to a 25% restocking fee but to ensure fairness and accuracy, all cases are handled on a case by case basis. A decision on cancellation is not made until all factors surrounding your order are reviewed by the management team. I am pleased to hear that your salesperson had contacted you to provide compensation for the issue mentioned above and also to take responsibility for whatever error was made. We strive to provide the best possible customer experience and implore our employees to take responsibility once an error is made on our end.

    Reply created 5 Feb 2020
  • Review from Customer of Canadian Appliance Source
    Rating: 1 out of 5
    Review left on 17 Dec 2019

    Disappointed

    Ordered a washer & dryer September 3. Was told delivery would be 3 - 10 days. I paid in full. I struggled to get someone to help, as the lady who sold it to me left the company. Someone else said he would help, but he too disappeared. Finally, someone helped and finally, delivered December 13 - DENTED. Over three months. Lots of problems in the meantime. Someone from CAS even disputed what I said to the 'rep' until I proved it by taking a snapshot of the email. Purchased a beautiful fridge to 'match' the stove I bought from them a year ago. I made a mistake in the colour and they had no sympathy. The rep didn't take any responsibility either. I felt she should have checked to make sure it was the correct one, when I said I wanted to buy the match. I now have a fridge that is not the correct colour match and sticks out 8" over my dining room entrance. Terrible, terrible customer service. NEVER would I purchase again from them. ALSO, the rep said they were sending me a $100. Whirlpool VISA card for my hardship. HA. It was a $100 off a Whirlpool product. She said "Sorry, I didn't know that". I got nothing. End of story. I would pay more and shop elsewhere.

    Answer from pro:

    Thank you for your review. I am sorry to hear you were not completely satisfied with your buying experience with us. Would you please contact our Customer Care team at cs@caslp.ca and provide an order number so that I am able to address your concerns directly. The turnaround time on appliances coming in is stipulated by the manufacturer and we presently don’t have any control with regards to production delays. Additionally, all the specifications of your order are sent to you via email within 24 hours of purchase and you can also view this information via our website at any time. There is an onus on the customer to ensure they have provided us with the correct details concerning their order so they can ensure they are getting exactly what they paid for. My apologies on behalf of the salesperson for the miscommunication with regard to the Whirlpool discount.

    Reply created 5 Feb 2020
  • Review from Stephenie
    Rating: 0 out of 5
    Review left on 14 Dec 2019

    BUYER BEWARE

    This review is of the CAS Ottawa West Store. Where to even begin. Ok, yes, CAS has deals on appliances, but buyer beware…. It’ll cost you more time and energy in the end due to their complete lack of customer service. They are quick to sell you a product and take a non-refundable 25% deposit and then you are 100% on your own. It’s now been over a month and my order is still not resolved. I’ve sent so many emails and called them so many times - I have lost track. I needed to replace the stacked washer and dryer in our condo… and wanted a store that could offer delivery and install…. seems simple enough? Well, they sure sold me, and I did see some good reviews online so went ahead with the order. The salesman Chris G. was nice enough, but he had no business helping me with the brand I was interested in (Gorenge) because he had no idea about the specs, features or special hook ups. He never followed up to check which hoses and connections were required (because it’s European, It needs special hoses, and a power converter), instead he sold me Whirpool hoses - that were never needed and ended up being kept by the delivery company. I am still waiting for that refund, and we are going on day 36 of this disastrous order! Delivery went initially fine but when they went to install the machines, they realized they didn’t have the right parts, tried anyway and water was leaking everywhere. I cleaned up the mess, then they left the machines propped up on an angle and said they’d be back the next day to fix it. Well of course, that never happened…. Delay, excuse, delay, excuse… days later it’s now a manufacturer issue! No friends - it’s actually a salesman issue - he never ordered that right parts to be sent with the machines in the first place (of course it took weeks to finally figure that all out), but had he - I wouldn’t need to write this review. Every time I called or emailed to report the situation, I got a different person at “customer care” and they’d each have their own spin on how CAS isn’t to blame… until finally one of them admitted it WAS the salesmans fault! Finally a small win, but they took their time, shipping one piece at a time, until I finally had all the parts needed to complete the install. It took over a month just to get those parts… so a month without any laundry. I ended up doing the install myself because I couldn’t wait any longer… looking at the parts it wasn’t hard once I had them all!!!! They refunded the install cost but I’m still fighting them to get the money back for those stupid hoses - which I don’t even have, and never should of been sold to me in the first place. I can’t believe how cavalier everyone from CAS has been through all of this. No call from a manager, no apology from anyone, no offer of an extra discount - ZILCH. So yeah - go there and get a great deal - but sure hope there is no damage, no missing parts and maybe look after the delivery and install yourself…. Since they have multiple stores, maybe some are better than others - but I still say Buyer Beware and I will NEVER shop their again.

    Answer from pro:

    Thank you for your review. I am not able to view your order so I am unable to review the specifics of your case as it relates to the appliance purchased. As you mentioned above, additional parts were needed to successfully complete the installation. These parts are all supplied by the manufacturer and unfortunately, we have no control in how quickly those parts are made available. I am pleased to hear that you have been refunded for the cost of the installation. My apologies on behalf of the salesperson if indeed he sent the improper hose for the install. Kindly send an email to cs@caslp.ca with your order number so we can review your account and check into the issue regarding the reimbursement for your Whirlpool hose. We look forward to hearing from you.

    Reply created 5 Feb 2020
  • Review from HomeOwner
    Rating: 0 out of 5
    Review left on 13 Dec 2019

    New

    BEWARE OF THIS RETAILER brand new appliance never work CANADIAN APPLIANCE Dose not take responsibility . Stay away terrible no one cares Atri useless take your money and careless 6 weeks since delivery still have not done one load of wash

    Answer from pro:

    Thank you for your review. I was not able to find your specific details in our system to address your concerns directly. We receive all of our appliances directly from the manufacturer in their original packaging. Unfortunately, there are times when the appliance does not function properly. In these cases, the manufacturer will send out a technician to assess the issue as they hold the 1-year warranty. Kindly send us the details of your order to cs@caslp.ca and we would be able to look into this further if you have not received any assistance since that time.

    Reply created 5 Feb 2020
  • Review from Customer of Canadian Appliance Source
    Rating: 0 out of 5
    Review left on 29 Nov 2019

    No cancelation policy even few hours after purchase

    I regret ever going to CAC! Employees are trained not to inform customers about cancelation policy once they have your money you are ignored and they refuse to help you. I wish I read reviews about them better business bureau has curent alerte against CAS. Do your research even after they give you quote go home think about your purchase and compare prices after you will see their “ best deal only one in stock left” is actually regular price that every other store offers. I included just few complaints from customers and their employees

    Answer from pro:

    Thank you for your review. Our cancellation policy is available for customers to view via our website and we also include this on the invoice sent out to you. I don’t have your order so I am unable to review the specifics of your cancellation request as we handle them on a case by case basis. We do provide the lowest price in the market and we aim to match and beat our competitor’s pricing.

    Reply created 5 Feb 2020
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