Appliance Canada

Terrible Customer Service
This company does not care about your satisfaction or treat you as a valued customer.
My dishwasher was delivered damaged with a crack and dent to the back corner. Because I was told it was only cosmetic and that there were no other ones of that model in stock and a several month wait for another one, I decided to take it. I called the store right away and sent pictures and was told I would receive a discount once it was installed and I was sure it was working properly.
When my contractor went to install the dishwasher, he noticed a crack in a part at the end of the water hose. I sent a picture of this customer service and was told that this was only protective housing and was to be removed. I expressed my doubts as in the installation instructions, it shows the hose installed with this so called housing intact. I also said it didn't look removable and was told to just take a screwdriver and pry it off.
Because I felt uncertain that this was the truth, I called Bosch. They said they would send a repair person to verify. The repair person was shocked and said this cracked part was essential and he ordered a new hose. Thus, I was spared from damaging my machine further if I had followed the instructions I had been given.
I called customer service back to inform them about what happened and ask again for my discount. I was told that now I was with Bosch, they would not deal with me.
My impression of this company is that you can't trust them to make you a satisfied customer. They don't honor promised discounts for damaged goods and will give you wrong information about your appliance.

bought fridge in February of 2021, should have delivery in June, lots of delays, final delivery date sept 17/2021 delivery claimed they were at our house at 8:51am on friday sept 17th 2021, my wife was at home claimed they called which is a not factual, salesman was very good, but the company's service leaves a lot to be desired. would not recommend them.

The sales people were great, however, after you order and pay for the products, the service goes down the tubes. You cannot get through to the company. There is a receptionist, who never answers the phone. You try to get through to other extensions and no one picks up the phone.
There is no end to end service and no one cares who works there.

I even left a message with a manager Shane, who never bothered to call me back.

Terrible service. Go to CAS instead.

Sales is fine, but lord help you if you need after sales support.

We bought a Kitched Aid dishwasher with an extended warranty less than two years ago. The dishwasher started leaking over the weekend.

I have called Customer ‘dis-service’ twice today. On both occasions I was left dangling on the queue for about 40 minutes, and then the line was disconnected.

I have also tried getting g through to anyone who will answer the phone, including our original salesman and the receptionist at this store. Nobody picks up a phone to answer. I have left messages explaining the situation. There has not been any response.

We have really appreciated dealing with you and Castlefield store staff over the past year. Although our Renos are all complete now, we will not hesitate to recommend you to anyone who might be interest in the future.

Sally L

Received excellent service during the acquisition of kitchen and laundry appliances. It was not easy trying to purchase kitchen appliances during COVID. However, Larry and Charlie from Appliance Canada, Castlefield store, guided and helped with the choices available while we were busy dealing with our kitchen and bathroom renovations. We had to put our order on hold due to COVID but when our Contractor was able to start work again, we were in touch and were able to reinstate order and delivery. Barbara

Barbara

Don't go here. They up sold me on a $5000 fridge that broke down in 5 months. Their relaxed style of not caring will really make you mad. Avoid the headache and stay away from these heartless people

After researching and visiting a number of stores to compare dishwashers, I called Appliance Canad. Iknoew tge model I wanted so I spoke to Larry and was told they could match the prices I had been quoted elsewhere and offer free delivery. The company could coordinate installation fir another $200. Since I had read some disturbing reviews from other companies I mentioned my concern to Larry and appreciated his honest answer that all companies got some poor reviews. Since the white door model I wanted wasn’t in stock, the delivery might be delayed a bit so his advice to me was to think about it, and that he was working all weekend. I placed my order later that day.
The delivery department called to check a few days later and my machine was delivered in perfect condition just as promised. As I closed my front door tge phone rand and the installer said he could be at my place in 20 minutes! Everyone I dealt with was polite and straight forward. The pricing was comparable and the service excellent.

Please do yourself a favour and stay away from Appliance Canada.
I ordered a bbq and cover. They called me and set up an appointment for delivery.
Bbq was delivered but no cover, that's when the problems began.
Called everyday starting Friday, Sat, Sun, Mon, Tues, Wed,Thurs.
Left messages every time I called, all to no avail. Called customer service too. All they did was to pass the buck.
They don't care about the customer once they have your money.

Stay away from this appliances provider. Read reviews before making a decision.

Purchased a floor model Thermador fridge from the Appliance Canada showroom. Salesperson insured us that it was as good as new and was covered by factory warranty. The fridge ended up not working even for 1 minute after delivery... apparently, it did not work while it was on a showroom floor and the salespeople just needed to get rid of it. Took 4 visits from Thermador and over one month of time for technicians to realize that the fridge is not fixable. They also mentioned that the model we bought was made in 2011 (thanks to Appliance Canada for not mentioning that).

During these 4 - 5 weeks, my family had to live without the fridge, eat out all the time and make ourselves available for service appointments during the workdays. Expenses, expenses, expenses... "Fantastic experience"...

Finally, after over a month Thermador decided to replace our unfixable fridge. By 'replacing' they actually meant issuing a store credit of about $4000 for a floor model fridge... (regular price over $8000). Personally, I don't think that it's fair on behalf of Thermador and they had to actually replace the item with a working one, but hey, whatever, we needed a new fridge. Thermador is a whole different story.

Called Appliance Canada and purchased another fridge from them (this time brand new, no floor models), had to pay another $4200 extra to get it. This is where the fun stuff began to happen.

Apparently Appliance Canada subcontract installers and delivery to independent contractors who are not connected in any way with each other or the sales department in Appliance Canada.

We were told by the sales rep that the installer will come to our house to disconnect the broken fridge and take the panels off. We were given the phone number of the installer whom we had to contact ourselves and schedule the time.

Okay, no problem. Called the guy, he came and uninstalled the appliance. Asked us to call him back and schedule another visit once the fridge is delivered (remember? delivery people don't install anything).

A sales rep told us that delivery people will call us a couple of days in advance and will give us a timeslot of when the new fridge will be delivered. Guess what? I receive a call at 11AM from a random person saying that they have my fridge and they will be at our house in 45 minutes... Well.... whatever gets me the new fridge. I take off from work and rush to the house.

When delivery people arrived it works out that there are 3 steps leading to our front yard and another 5 steps leading to the porch. Thus they can't bring the 30-inch fridge inside and I have to call back the store to reschedule the delivery so they could bring more men with them. WHAAAAT? ARE YOU SERIOUS!? How was the first fridge delivered?

Called customer service ASAP just to hear from the manager that there is nothing he could do and we should've informed him of the stairs... SERIOUSLY? Why did not you ask about the stairs? How the original fridge was delivered in the first place? After going back and forth he promised to call me back in 30 minutes. At the time of writing this, it's been over 3 hours since that promise, every time I call Appliance Canada and ask for that manager, he is magically busy with something.

My question to Appliance Canada. Is this really the experience you want your clients to have?

- Living without the fridge for almost 2 months because your sales rep sold us a non-working floor model which was 5-6 years old and did not tell us about that
- Taking numerous days of work to accommodate service calls, deliveries, installers etc... (these days do cost money to working people)
- Trying to arrange your subcontractors because your sales reps are only sales reps and you have no people to deal with any of that, you simply sell, outsource the rest and forget...
- Finally, on the day of the delivery for the new $9000 fridge, rush out of the meeting and work and fly home because you got only 45-minute notice instead of promised delivery window couple of days in advance and then have delivery people refuse to bring the fridge in?
- Talk to the manager and get blamed for not mentioning front yard stairs. Really? Don't you have that in your CRM after the first delivery? We did not even think of that.

Truly poor customer service and experience, especially after living for almost 2 months without the fridge.

At the time of writing this, we have no idea what is going on. We have uninstalled broken fridge at home and paid for $9000 fridge somewhere in the truck... no one is telling us what is going to happen. Extremely upsetting given our situation.

We are lost right now and have no idea what to do. Appliance Customer service keeps sending us to voicemails of some 'managers' the promised to deal with our problems for the last 2 month.

Before working with Appliance Canada, read their reviews and reconsider. They are not worth it.