This is by far the worst shopping experience I have ever had in my entire life. I arrived at the store to purchase a few items that were out of stock at the East Vancouver store as well as a few items I previously forgot to pick up well everything was fine until I went to pay and asked where the Amazon Bling security cameras were and they said they don't carry them which they do. Anyway it was just before closing I requested the 2 items from the older man whom I thought was there to help me when he suddenly just leaves and comes back 5 mins later saying that it's 9:01pm and store is closed so I must leave. I asked if I could at least pay for my other items and he said yeah hurry up then tells me that I can't afford anything anyway at this point I was literally in tears. All I wanted was the two security cameras that he said he was going to get the key to open up the locked area they are kept in but then someone decided I was not good enough to buy them. If I didn't absolutely need the other items I would have just left. I explained in a very kind manner that I had taken a $60 taxi ride to the store and couldn't return again the following day he didn't care. Now the final straw was when the same man who refused to tell me his name and had no name tag decided that while I was paying he was going to start looking in my purse that I had on my shoulder because as he said he knew I stole something which I did not & no apology was given when he saw I took nothing. He did look quite surprised when the cashier gave me my receipt and told me my balance was $347 on my gift card and the other remaining gift card had a balance of $498 remaining. I will definitely be selling both gift cards. I am only returning tomorrow morning because the cashier also failed to remove the 3 security tags on the men's work pants I bought for my son. It's sad that all Rona stores seems to be run by such horrible people. Home Depot will get all my remaining business going forward Thanks for a truly horrible experience Rona and a corporate store at that read more

I asked for express delivery and was promised it would arrive the next day. It did not arrive that day. The full next day (second day) trying to find what happened to the order. Phoning the store doesn't connect to a human. National customer service say they can't reach the store. Their solution is to try to call the delivery company on what will be the third day. How can a company in the modern age lose an order and have no idea how to find it?!?! TERRIBLE CUSTOMER SERVICE! read more

Yesterday I went to Rona Vancouver, I wanted to DIY a fountain as I was selecting the things I needed I was looking at the pre made fountains and a manager came up to me and asked me if I needed help. The fountain I liked was out of stock she took the time to locate one. It was too far away. Ultimately because it was discontinued she offered me a HUGE discount. I snapped it up. 3 team members assisted with the disconnection and loaded up my buggy. I was then escorted to a speedy checkout . Then can you believe I got offered car service!! I was floored. Never ever will I go to Home Depot again. Rona you made a very satisfied customer out of me and I will go out of my way to shop your Vancouver location over Home Depot even though it is closer. Thank you to the manager on duty and all the staff working on July 20, 2024 around 3pm. read more

Went to buy several interior doors, hardware, paint and a few other items. Was not impressed with a couple things, first the ladies washroom smells like raw sewage. It was absolutely disgusting, second we couldn't find a proper cart to load the doors on. It seemed all the ones we needed had stock on them scattered around the store but no free ones. I stopped at the Pro service desk just before you go into the lumber area to ask for help and the young fellow was absolutely useless. Not really rude but not wanting to lift a finger to help. He said they were usually in the lumber yard, but when I said there were none there he said well customers leave them all over. My take away was go walk around the store or parking lot until you find one, instead of hey, let me help you find one. We were planning on spending over a thousand dollars so why would we expect any assistance, right? We wandered around and finally found one with a few items of store stock on it, so we took that off to load the doors. I asked to speak to a manager but was told there wasn't one on site so opted to keep shopping instead of pursuing the matter. I spotted the same fellow along with several other staff standing around the area by the exit a short time later and he jumped at the chance to help then, but way too late. I believe he only did that because other staff were observing him. One other fellow followed us from that area, most likely because he knew I was not impressed with the lack of customer service and offered help but again too late. The only decent customer service we got was completely due to Kate in the paint area. She was attentive, helpful, knowledgeable, and friendly. Exactly what a customer expects from staff working at a hardware supply store. One lost star for not having available lumber carts One lost star for a washroom that smelled disgusting One lost star for the lack of customer assistance when asking for help One lost star for me overhearing the male staff member who refused to help saying to another staff member that there will most likely be a complaint filed against him and them laughing it off. read more

Indian lady at the customer service front desk, right beside the entrance. This woman needs to be fired or work in the back. She is horrific with customers. She was very upset I came to her counter to purchase an item and not the proper check out. I explained to her there is only one cashier on, he has a line up so here I am. Is there a problem I asked? well apparently there was. What a rude b*tch. Next time I go to home depot. Wont be back to this store again! Oct 28/19 10am read more

Interesting visit to Rona this weekend. My bf was in the market for some chain to secure his kettlebells from theft at the gym where he teaches. He settled instead on some wire rope which was both cheaper and less easily cut by thieves. Great idea right? Sort of. We found out firsthand just how tough that stuff is and proceeded to spend the next 20 minutes trying to cut through it with a small pair of clippers handed to us by the woman working in the department. She didn't know how to cut it, stated they had nothing else to cut it with anyway and was none too professional or helpful in this process. We asked if they had a saw, and she said no. Sure, it was a pain in the butt, but if a store is selling the product, they should probably have the tools with which to deal with it. Not her fault but silly nonetheless. When asked about crimping the ends of the wire rope, she stated flatly we need a crimping tool and they are expensive, and she did not confirm that we could have it crimped at the store. Again, way to be prepared, Rona. Fortunately, a man in the department was kind enough to help us out with the crimping and spent a painful half hour doing so. Though it took some prompting on my bf's part to consider using a saw which hastened this painful process exponentially. Hmm... They DID have a saw, after all. An hour later, we were about to pay. The girl at the till was seemingly clueless as to what to ring in, and could not for the life of her sort out what we were trying to purchase. Perhaps we weren't communicating clearly, but it didn't seem like rocket science to ring in one piece of wire rope with 2 end crimpers. In fact, I felt like we were dealing with Snooky. I think we will head to the Rona in East Van from now on. That's an hour of my life I will never get back. read more

This place is a hit or miss in terms of customer service but it does have some people who are actually decently helpful, and its got pretty much everything you'd want from a hardware store. Look for the nice asian man in the power tools section, he is by far the most helpful. Most of the younger guys who work here really don't give a crap about customer service. read more

I went to the North Vancouver, Park and Tilford store to inquire about storm doors. I went in last Friday and was told to come back next week between 7-2:30 as that is when the expert on doors is working. Today I went in and talked to him and when I asked if he could help me with the storm doors he told me there is no one to help me and they don't really sell storm doors, only like maybe one a year. I asked how do they sell the doors and he said there is no supply because of the pandemic. There was about ten doors in stock and he never even bothered to go with me to look at them to see if maybe Rona had what I needed. I think this will be my last time shopping here as they have better options on the market. Disappointing customer service to say the least. read more

I had just finished a graveyard shift and thought i would pop over to this Rona store for a roof vent cap. When I arrived it was 6 minutes to 7am. As I parked and walked toward the store there was an older guy probably the manager that pointed to me while talking to 2 employees by the opened sliding door as if to say take care of him as he continued into the store. As i got closer to the door the one employee says to me that the store and tills are not opened yet and to wait until they open. So I said that's fine i'll just get what i came for and by then in about 3-4 minutes time the tills will be open as I have done in the past. Well he did not allow me in, even after pleading that I had just finished a graveyard shift and really for 4 minutes. So this was their customer service; in the end I took my business elsewhere (Home Depot) and this is why shops like this will fail because it is the little things that count. read more

It was the best of times, it was the worst of times...This pretty much sums up my experience with Rona this weekend. Let's start with the happy part of this review. Five stars for the buy 2 boxes of laminate flooring, get 1 box free sale. Thanks to Rona's already low prices plus the sale, I saved 60% off of what I was expecting to pay at Home Depot or any of the other local flooring places. However, to get the flooring that I wanted involved traveling back and forth between the North Van Rona and the one in Vancouver twice. Here's where the review gets ugly. Zero stars for customer service. The North Van store didn't have enough of the flooring and after trying to hunt down a sales person to help us for over a half hour, it was suggested that we go over to the Vancouver store because they definitely had 100 boxes. We drove over Second Narrows and arrived at the Vancouver store. They didn't have the flooring that we wanted on display. We didn't think to write the model number down (Doh!) and the sales guys at the Vancouver store weren't willing to search around for us or call the other store for the info. Fine. We called Rona in North Van to see if they could help. Two phone calls and 40 minutes later, we were still on hold and decided to just DRIVE BACK TO THE RONA IN NORTH VAN BECAUSE IT WOULD BE FASTER THAN WAITING ON HOLD INDEFINITELY. We got over to the North Van store and got the model info. Then we hopped back in the car and drove to the Vancouver store for the second time to purchase the flooring and arrange for delivery. The whole experience took a good 6 hours. Was it one of the most annoying shopping experiences of my life? Yes! Was it worth saving a thousand bucks? Yeah. I was tempted to just give up on Rona and head over to Home Depot to save my sanity, but in the end I just couldn't see paying another place that much more money out of spite. So, yes, Rona has great prices. Unfortunately, Rona also has almost nonexistent customer service. If you can live with that, you know where to go. read more

What terrible customer service. Visited the store on Sunday and they had 50% off tropical plants, so I purchased 1 and when I brought it home thought maybe should have bought another for another room. Went back on monday Sept.6 and grabbed another plant, double checked to see if the sign was still up showing the sale, it was, and purchase another 2 tropical plants. The person on cash could read the bar code some lady (maybe manager?) to help goes out to get another bar code and come back with the bar code. The price rang up at regular price, I said to her that there is a sign stating tropicals are 50% off she rudely answered on perennials were 50% off. I was with my daughter who also saw the sign. repeated our selves to which she now was chocked and repeated only perennials were on sale. So i said no thank you, and as we were leaving, we caught the lady cutting the sign off the rack and try to hide what she was doing, I said to her " really no sign hey? , she looks over and proceeding to throwing the sign in the garbage mumbling something. No apology or honoring the sale! It is unfortunate that I did not catch her name but if you are so miserable and deceitful maybe find another line of work. Will NOT be going back there to shop anytime soon. read more

Terrible experience with this store and their credit card company, Dejardins. We used the financing plan they offered for 3 different purchases, using their credit card. We paid all of them off before the due date. When we received our credit card statement, we had double paid 1 of the plans, the payments were posted as late and we were charged interest. It took us 2 months of constant calling, emailing, and following up in store with proof of all of this with this store and their staff, management etc to get them to correct these errors. The credit card company told us it was the store who had to issue the instructions for credits, interest reversals and refunds. The store told us we had to call the credit card company to sort it out. The store lied and said they could not give the credit card company direction on this. It was only after our constant follow up that the store finally did contact the credit card company to give them direction. And on it went, being given the run around. We spend countless hours on this and were barely treated with courtesy or respect, let alone as a valued customer. At one point, management even challenged my husband for calling on my behalf because I was so tired of arguing with them. Finally, 2 months later, the Rona staff advised us they finally gave the credit card company directions to refund our money. They said we should expect a cheque within 3 weeks. Well, we are at 6 weeks now and no cheque. We contacted the store and instead of reassuring us they would contact the company and ask them to confirm the refund cheque was mailed, they passed it off to us again. Giving us the original lame excuse that the credit card company would not give them information about our account. That may be true, but the credit card company was very clear that Rona had to give them direction about the charges and refunds on our account. All of this, without an apology, I am sorry for the inconvenience, let us help you work this out, we want you to be satisfied with your customer service, etc. Nope, just polite contempt, denial, dismissal and "we'll get back to you". (Which of course, they rarely do.) This is very concerning for us for seniors, people who are struggling with their finances, and who just may not be a tenacious as we are. It could mean the difference between making the mortgage payment or not for some people. Rona knows these people will just give up trying and let them take their or keep their money without rectifying the situation. It is also shocking that Rona has not caught up with the times, and they don't seem to realized that people have the power to share this mistreatment, unethical and disgraceful conduct by big companies. They do not seem to have any idea of what valued customers are. It appears they assume they don't need customers. It is not about what is good for the customer, it is about what works for them. Signing off now to spend endless hours back and forth on the phone to try and get the refund cheque mailed to us. read more

The service at this store could not get any worse. There is never anyone around to answer questions. If you are lucky enough to find a staff person they generally don't have a clue what they are talking about. Chances are also good that they are out of stock on what you are looking for. Save yourself the frustration and drive to Home Depot. read more

Ugh, after years and years of giving Rona a 2nd chance, I've now finally made up my mind - never again! I've been in two days in a row for items and both days have left feeling like someone has taken out their shitty day on me! Two staff members yesterday (I asked one for a product recommendation) and the teller, just no customer relations whatsoever. Today, just for a return - their badly set out tills with signs above each saying "Pick ups" and "Returns" - turns out that was just a generic sign and only one line up - ignored and then made to feel like I was budging in. Time to treat customers like Home Depot treats them! I've never had a bad experience at HD and always left with a "feel good" experience. Only been back to Rona as it's nearer to me, but from now on I'll make the extra 10 minute trip. read more

I had problems locating what I was looking for only to discover the item was out of stock. The store manager helped me to order the item which arrived in a few days. Very nice an helpful service! read more

I really want to support my local economy and this Rona is very close to where I live. The sales people on the whole are polite and helpful. I go there often to buy small items. I have probably been going about once a week since it was Revy's. So over the past 25 years, I probably have been there 30 times a year. That would be about 750 visits. However, if I need to make a larger purchase, I now go to Home Depot even though it is quite a bit farther away. I have had two really dreadful and astonishingly rude interactions with the "customer service" desk at this store and therefore I would not advise buying any large items here. I know that if I am sold a defective product, I can return it to Home Depot without being treated poorly. It would take so little to train the people on the customer service desk to use good judgment and be more respectful of customers. If you want to give feedback, they have a leaflet at the checkout that says, "Your opnion counts". There is no place to leave your feedback and no mailing address to send the leaflet to. You have to give it to the customer service person. This means that if you give any negative feedback, it is unlikely to get to the appropriate person. I hope that Rona managment will improve this so that the store does not continue to lose business to their competitors. read more