Generally I've had good experiences here. I've snagged some good deals, people have been helpful and courteous. They were even nice enough to make new balloons for my kids. But my recent pickup here was really bad, especially compared to their competitor that already had a bad experience. There is no way to "check-in" when I arrived. The number to call had so many options and no "pickup" option, and then could not get a hold of anybody. So I was forced to go in (lock down lifted). Customer service said I had to go to aisle 9 for pickup (weird), someone at aisle 9 had no idea what I was talking about and sent me back to customer service. Directed to lumber checkout at back, who brought me to aisle where product was on shelf. And then I left. This isn't what I expect a contactless pickup to be. read more

Writing a review about return policy. I bought a marble counter top from Rona Kanata and i live in Smiths Falls. Get it home and only to find it is defective. Backsplash is warped and the drain hole is defective causing water to leak. Went to my local Rona in Smiths Falls to return it and spoke to Manager Kevin and he advised they cant accept the return that i need to drive back to Kanata to return it. So i contacted corporate and they said it could depend on if it is a corporate or local store. To me i walk into a Rona because the sign says Rona. It doesnt say Corporate Rona. So now i have to drive 1 hour 1 way to return a defective item at my cost because of this poor service. Very dissapointed with Rona. Guess i will stay local and Canadian going forward. Go Home Hardware!!! read more

Terrible customer service. Ordered an item online with quantity of two. Only received one but charged for two. No resolution or refund upon complaint. read more

This is the worst shop I've been dealt with. I ordered a small thing while it kept on delaying for over two weeks! The status is pending forever. I give it one star because otherwise I can't post this feedback. read more

We had a terrible experience with Rona. We ordered a kitchen faucet online. There were missing parts which the plumber realized when we hired them to install the faucet. We paid for a plumber and they were inable to do the job because Rona sent us a product that had missing parts. The customer service was rude, unprofessional, unhelpful. We were finally able to return the product and we are still waiting for our credit. Complete waste of time. We will never do business with Rona ever again. read more

You'll need lots of time and money. There are better options if you don't have a spare hour. The staff are friendly and helpful

I rarely ever give such a negative review but during my most recent visit to this Rona location I was appalled at the disrespect my partner and I received.. there was some good employees I can't say my entire experience was horrid but the lack of acknowledgement and follow up when you have to page someone for assistance in the lumber section.. and wait a whole friggen hour is disgusting and beyond me.. We had 3-4 sales associates assist.. we heard the pa system go off 5 times.. the manager Steven was unreachable and even when you got ahold of him there was lack of empathy or apologetic for the matter.. There was and older gentleman who came after us and waited but gave up.. because guess what he took a saw from the store to saw off his own wood pieces (a new saw.. btw) the manager never shows up or follows up.. Rona also has a horrible system where you are unable to locate the product yourself as you are reliant to ask the associates for help.. there is no buzzer or pager so expect to chase people through different aisles.. If its not their section your shit outta luck.. Worst experience ever and if it weren't for stock availability of my item being the closest location never would I return.. Do better/hire better/train better I mean home depot and Canadian tire is adjacent to this location.. if your not desperate dont come here read more

I have just wasted two hours trying to use their website. The "confirm my billing address" button doesn't work and will not complete my order. If home depot carried barricade subfloor I wouldn't even consider using Rona read more

Staff here unfortunately lacked the knowledge and experience to help me with my project. Instead of saying he didn't know, he just kinda used vague responses that didn't answer my questions. Would've appreciated a simple "I don't know" instead of all that. Staff in the evening, according to one of the staff near the cashes, are less experienced, and for best results, I should go in the mornings/daytime on weekdays when managers, etc. are in. I went to Home Depot afterwards and was able to get farther along there due to their products on display. Their staff are only marginally more knowledgeable than Rona's. The store was nice, large and expansive though. I would go back. read more

I hope this company closes for good! During this Covid pandemic I placed an online order and when I was notified it was ready for pick up at curb side I had to wait for one hour only to be told that it was not ready. I had to go back the next day and again I waited another 45 minutes. I hate this store and I will never buy anything from RONA again! read more

Ordered dishwasher in July, charged my credit card in July but did not deliver until mid oct. Made at least five calls to customer service and store. It's fine as long as I eventually get my dishwasher but I will never order from Rona online, ever again. It's a pain having to wait online for customer service for hours, was then told again and again it should arrive next week. read more

Stockyards location - Bought a washer and dryer set and it said the appliances needed to be unhooked and unstacked before they come. My tenant is not able to do this physically (single female) nor does she have the tools needed. The items are delivered and left in the condo unit. I called Rona multiple times about my problem, spoke to multiple people. At first was told I needed to buy installation service (which was included in my purchase), and in the end spoke to somebody who claimed to be the assistant manager. She gave me different stories of cannot book another time for haul away and installation until I confirm the units are unhooked/unstacked and then said cannot resend the delivery guy because it costs them extra and that all should've been done in the first place. Their delivery guy does not do uninstall which to me is ridiculous - what average person has the tools to unstack a washer/dryer set and if you install, why can't you uninstall? Assistant manager offered no options and said nothing she can do, policy blah blah blah. I have not been this infuriated in a long time over a service I purchased. Basically they did not fulfil their contract by not doing the installation and haul away. Oh and also they screwed up before this by saying there was a glitch in the system and the items couldn't be delivered as originally planned (on Saturday) and had to be delayed by 2 days. I only went with Rona because of the quick delivery date; I should've bought elsewhere. read more

Worst service imaginable. Order took over a month and then arrived broken. They couldn't replace so cancelled order However still charged my credit card twice! trying to get rectified is a nightmare. i will never use Rona again. read more

I ordered on line for curb side pickup which apparently wasn't available at 530pm on a Monday?! No answer either at customer service in the store or the main number?! I was directed instead to stand in a very long and slow line in the hot sun for over 1/2 hr !!! This is poor at best . Why all the signage indicating there's curb side pickup if in fact there is not?! read more

Filled an order online weeks ago. Paid for it and waited for the email to let me know it was ready to be picked up. I've called twice already to remind them to fill the order. I shouldn't have to do that. Awful customer experience. read more

I went to rona to purchase a microwave. Afterwwaiting 20 min for a salesman for assistance, l ask a employe if he could help. , "Not my department" was his response. As he was leaving l ask "can you assist me" reluctantly returned? After retrieving the item from the top shelves he place it on the floor. After asking if he could place it in my cart. He roughly places it in the cart.l ask him for his name grabbing his name tag he put it in my face about 12 inches from me. I ask if he could tell me his name as l didn't have my reading glasses."that's your problem, " was his response.a After speaking to a manager who was completely professional. As I was about to check out and the manager was gone. To my astonishment he says "What is your problem" unbelievable.he was about 20 years old.never did get his name . read more

Not impressed at all. Ordered material from them and waited much longer than I was advised the order would take and even after I made 2 subsequent phone calls with no mention of stock issues, I was eventually told that my order was being cancelled because they had no stock. You would think that something in their system would flag that earlier on in the process. Most staff have very little knowledge about what they are selling or the process for orders. I would not order anything from them again and would be reluctant to shop there when there are better alternatives. I think that the new owners (Lowes) are slowly driving it into the ground. read more

I do not usually post reviews but need to vent frustration and alert others to the very poor business practices of Rona. Absolutely terrible customer service and unhelpful policies. Placed a 200 dollar order. Tracked the package and saw it went to Saskatchewan. I live in BC. Sent 3 different e-mails. No response. 2 long calls finally spoke with a human who said they would need to place a trace on my package and would take up to 3 weeks. I had already waited over a month and needed what I ordered so I asked for my money back and would get the product from a different supplier. 3 weeks later I get an email that they are about to start the trace. What? Called and emailed again, empty apology "someone must have told you wrong thing, we are behind..." unhelpful excuses. Asked for money back and was told no. Asked for a number to talk to someone who can help, no. 3 weeks later, we are now up to 3 months since I ordered they send an email and say my money is being refunded. Just brutal, I asked for this months ago! Hours wasted e-mailing, phoning and took 3 months to give me my money back. Customer service phoned to address my concerns and it became clear they hadn't even read my emails and concerns. They offered 20 percent off of a 200 dollar order to make up for the problem. I said no where near good enough as I need to spend 200 at their store to get 40 bucks off and there are better "deals" in their weekly flyer. Customer service agent assured me they would look into things and call me to properly address. Days go by and I get an email from them saying the offer stands of 20 percent if I'd like and the file is considered closed. Cowards knew this was garbage so broke word about calling and sent email. The whole experience was just awful and Rona showed they simply do not care about their customers. By far the worst experience I have had shopping online. I wanted to support a Canadian company but learned my lesson the hard way. Ordered same thing from Amazon and had it 2 days later. read more

I tried to buy a washing machine from here but now that it's owned by Lowe's it's a complete mess. I got passed around to a third party delivery service that was awful, got a call from Lowe's telling me it was Rona's fault my machine wasn't deliver and then the manager and Rona had no idea how to resolve the issue. The delivery coming any goes to the Lowe's warehouse and they won't load the washing machine on the truck. It's a disaster of a company. The store is a mess and completely disorganized. read more

As far as Home Stores go, I would say it is okay. I'm comparing between the Home Depot which is across the street. Something about Rona irks me, not sure if it's the terrible music they play or lack of expertise in the staff. They do have comfy patio furniture for sale though, and is more appealing to the eye than Orange and Grey. At the same time, something about Home Depot is going to draw me back there, although they are very similar. I would recommend checking out both, and the Canadian Tire on premises if you're looking for something specific because they carry the same stuff. There is a hot dog cart and a picnic table to eat, but also in the BACK of the parking lot is a resident BBQ cart with Pulled Pork Burgers etc. I wish I noticed it earlier! read more

It's a bit depressing coming in here because it seems so empty compared to the Home Depot. But if you are price-shopping, you gotta check and sometimes you'll luck out. Their lumber yard is great. Don't bother with the Tim Horton's kiosk. It's got to be one of most inefficient ones I've ever encountered (the worst one ever was at Eglinton east of Yonge in what is now some sort of restaurant. That Tim's mercifully closed a few years ago). read more

This review is about the staff, specifically the man in aisle 8 who did everything he could to not help us. For starters, I have never been to a Rona before. I shop at my local Home Hardware, and on occasion Canadian Tire. Even Home Depot. But today I thought I'd give Rona a try. An aside: This Rona has a couple of great shopping carts for kids. They look like big blue cars and have two steering wheels. My grandson was delighted! So: I wanted to buy some house numbers. The staff at the door told us which aisle to go to. Thank you. There were three staff men in that aisle, and they were helping someone. Well, talking to someone. Yup, all three of 'em. No problem, because the boxes of numbers were well displayed. I quickly found two of the house numbers that I wanted, but I needed one more. I searched through all of the open stock. Since there were only a couple of dozen pieces to sort through, it was easy to see that the other number was not there. Two staff women were walking toward me so I asked for their help. They also searched through the open stock but could not find what I needed. They agreed there might be more numbers in one of the cardboard boxes on a high storage shelf. So they asked one of the previously noted three staff men to come over and check the stock. This man kept chatting to the customer, but the women called his name -twice - so he sauntered over. First, he looked through the numbers we had all already gone through. I explained we had all looked there already. He started humming and rifled through the open stock again ! I asked him please to check the boxes stored on the top of the shelves. He looked at me like of course, I was just a customer and could not possibly know where there would be more numbers and he started to sift - through - these - same - numbers - again !!! This guy must have a heck of a contract to be "working" in that store. And yes, I remember his name, but I will not mention it here. On a scale of 1 to 5, clearly the number is "1". read more

I've always loved Rona until yesterday. The inside handle of my front door broke. Very poor design, not Rona's fault. I went to find a replacement. I don't want to buy the whole $200 4 piece set, that's ridiculous and not needed. I search and search, asked for help when this apparently knowledgeable person said what I wanted to do wouldn't work. So I hemmed and hawed, ignored his 25 year experience, bought what I thought would fit (he said the mechanism was different), all I needed was the handle piece with 2 screw holes and the centre hole for the outside handle to go in (no mechanism invoked). I get it home, installed and works perfect for $30. What are the experts there for if not to help???? Anyone other than me who has installed numerous locks, and handles of all different types over the years would have spent $200 on a full new locking system. Extremely disappointed in their customer service. read more

Rona has a Flash Sale once in a while. I was looking to buy a 3 piece Fiskars gardening set for half price. Not a single store for miles had it in stock. What's the point of having a sale if you don't have the item in stock? Shipping costs kills any savings and pick up at stores does not seem to work. It defaults to one store which is not very close. How do these people stay in business? read more

This is the WORST any far experience I have ever had. After ordering 2 dishwashers that were supposedly in stock in May they were not able to deliver them and told me to wait. After a month of waiting I had to try to contact them which was extremely difficult because no one knows anything and all they do is make up answers to get you off the phone, they offered me two different models. I specified that I was not willing to pay anymore and they assured me they would be ok. Then I get a call that they want $200 more! I have to go through the store manager and finally agree to pay $100 more just to get my dishwasher. Now I'm sitting here waiting for someone to call me about delivery which I was assured would be done today. The delivery is supposed to be tomorrow and I still don't know what time!!! I'm just supposed to wait here all day for the possibility of it showing up. What a giant disaster of a company. Save yourself the trouble and shop ANYWHERE else. This is THE WORST company I have ever dealt with!!! read more

I always try Rona stockyards before going anywhere else their customer service is far better then others. Very helpful and always going the extra mile with out me even having to ask. read more

Came here looking for stones for my indoor plants over winter. Once I found help - a friendly girl went that extra step to assist, great customer service. read more

THE WORST SHOPPING EXPERIENCE... I had purchased a lawnmore combo from their website for 230 CAD. The following week, the same Item went on Sale so I emailed their customer service to match that price, for which I never heard back. Nonetheless, 3 weeks into after the purchase, the online status kept showing "Status will show here" in the tracking link. I tried calling Rona stores for about every day during the 3rd week and never got a hold of anyone. Finally, in the fourth week, someone picked up the phone and let me know that the order is no longer in stock but they will check if they can give the store model. The very next day, I get an email from Rona customer service cancelling my order without my consent. I called them several times but finally, they pick up the next day apologizing for cancelling the order without talking to me. I asked the service rep to have his manager call me so I could discuss this matter with them for which I am still waiting and it is 2nd week since I spoke to the rep.... NEVER GOING BACK TO ROAN EVEN BY A MISTAKE... read more

I ordered a $1,200 item and it took RONA one month (I called and emailed multiple times) to finally let me know that they didn't have the item in stock. Very little communication - Just a refund email. And now I have to start over to find my product with another company. I will stay with Home Depot and Canadian Tire from now on. read more

I made the trip to this location as when conducting a Google search for floor mirrors, Rona was one of the places that popped up. A $95 mirror marked down to $45. Got to the store and found the area where they were, but it still had the $95 price on it. I waved down an employee and asked him the price. He took the universal code and wandered off, returning in about a minute with the answer I wanted. They were indeed on sale for $45. Got them to the cashier and it rang it at $22.50 (half of the $45 price point). I mentioned to the cashier that the floor salesman I spoke to said they were on sale for $45, but she scanned it again and it still came in at $22.50. She then called a manager over who said the item was clearance and the weekend I picked it up, there was an additional 20% off...so tax in, my $95 mirror cost me $22. I felt like that IKEA commercial...."Start the car....start the car !!!" Went back a few days later to pick up a french door....also on sale. Great value! I didn't interact with any employees on the floor on that visit...just found the right size and walked to the front of the store. Great selection of items, decent prices, ample parking...great store. As the Rona in my neighbourhood has closed down, this is now the one I go to. read more

Place on on line order May 8, 2020. After 10 days called the store to find out about my order. No answer so I left a message. I also tried calling the customer service line and could not get through. Fine I get it the business is busy because of covid-19. But a call back would have been nice. Call again May 23, 2020 left another message about my order. By this time I just wanted to cancel the order and get a refund. Called customer service finally got through only to be disconnected by the automated system. Tried calling many times after that and got thought. To cancel my order. Needless to say I was on hold for 1 hour and 47 minutes. read more

This location has really friendly help and checkers. They know a lot of their customers by name and act like an old-fashioned hardware store despite being a big box. read more

First time i ordered online its been more then 2 weeks and have not reccieved an email for pickup. Called the store they said it might come next week. Online it says its at the store. Bad customer service. Not happy at all read more

Not a good day at Rona. I bought a plastic shelving unit last week. I noticed the package had been opened then taped again.as it was the last in store I asked the clerk if as pieces were there. She assured me they were as it had been taped up again. Got home only to find out 4 legs are missing.when I went back to exchange and ask for some sort of compensation (it is +15 Km there and back) the dept manager (Greg or Craig) replied in a very condescending way that if they did that every time there was an item missing they would go out of business !!!! . What a way to treat people. I wasn t expecting much in form of comp, it was more the principle of the thing. Home Depot has a much better customer service. (They re also always 5 times busier than Rona). Now I know why.....Rona thanks you Greg........! read more

Disappointing experience. Guess that's why all contractors go to Home Depot next door. App is really poor and keeps crashing. Come on!

Finding someone to help you in this Rona is more difficult than solving a Where's Waldo. I was looking for a specific item that I found on their website. It wasn't available in this store (the website can't tell you this!), and so they directed to another Rona, where the service was equally as poor (I guess that's why people like big box stores-consistency). Admittedly, I did go on a weekday evening, not exactly prime home-improvement shopping time. With a Home Depot across the street, I don't know why you would shop here. read more

I'm quite happy with my experience here. I was looking for something, asked a person who pointed me in the right direction, then gave me some advice on the product I should buy. I was in an out in about 10 minutes. Perfect. read more

I always like coming to this Rona, since it's never crowded like the nearby Stockyards Home Depot is, and they also give Air Miles points and have the occasional good sale. The selection on some items (like hardware) isn't quite as good as it is at the Home Depot, but at least my money is going to a faceless Canadian corporation rather than a faceless American one. But now it's time to vent: I was in this Rona in early October, and they had a bunch of Halloween crap in their seasonal section. When I was back there a few days ago (before Thanksgiving, even) the Halloween stuff had been replaced with Christmas crap. That's gotta be a new record for Christmas decorations! Who the hell is buying this stuff now (or ever, even)? What if I was on the fence as to whether I should get a life-sized animatronic Jason Voorhees for my front lawn? You just lost a sale, Rona. Shame! read more

I've had a horrible experience with my online order at Rona. I got notice that my order had arrived in my city and two weeks later I hadn't received a call. I called the online support number and got the phone number of the shipper. But this shipper subcontracted with another shipper to deliver to my city. They sent an 'urgent' message to the local shipper about my order. Two days later, I hadn't heard anything so I call the online support number again. I was convinced to phone the shipper and resolve the issue but once again all I got was the national shipper not the subcontractor. I phoned head office again to cancel the order and was told the order had been cancelled. It wasn't. I phoned again two days later and this time they really cancelled the order. But the order had to be returned before they would issue me a refund. It's been a month and I have neither received my order nor a refund. I will never order online from Rona again. read more

For a big box store, their customer service is excellent, I've been shopping here for all my needs for three years. I've only had a couple of bad service experiences, the vast majority of the time the service is on par with what I'd get at a small, neighbourhood hardware store. There's a customer service desk in the centre of the store when you can't find help and returns are hassle free. Lots of eco options too. They do not have the selection that Home Depot has but it's easier to navigate since it's smaller. Besides, I'm not a contractor and their selection is good enough. Throw in air miles, the fact that they're Canadian and the prices are comparable to Home Depot and Lowes, I won't shop anywhere else. read more