great selection, terrible customer service.
My order was for a complete bathroom renovation. Tub, shower door. shower tower, sink, vanity, cupboard. It was delivered in a series of cardboard boxes. A few days after delivery when I was ready to install the tub, I opened the lid of the bath tub box only to find that it was cracked around the overflow. I also noticed that the end of the box where the overflow was located was slightly dented. When I reported this to Canaroma by email , their spokesperson replied that because I had signed the delivery notice agreeing that everything was in good condition, they were no longer responsible. I emailed back that no customer would unpack every article and check that all was in good condition and perfect working order before signing the delivery receipt, that would simply not be practical. He replied and I quote, "Canaroma has had clients that have had our driver wait 2-3 hours so they can do their due diligence by checking their product" Can you imagine what would happen if every customer insisted the driver wait 2 to 3 hours while they unpacked all the items and somehow determined that they were all in perfect condition and in good working order before signing the delivery receipt? Canaroma then emailed that they had spoken to the manufacturer of the tub and that the manufacturer had agreed to send a replacement for a cost of six hundred dollars. If I agreed to pay this, Canaroma told me, they could deliver the new tub in about a week. After some discussion, the spokesperson finally offered to pay half this cost if I agreed to pay the other three hundred. As my bathroom renovation was on hold and my family was having to rely on the kindness of neighbours for showers, I reluctantly agreed. A week later the new tub arrived. There it was in the back of the delivery truck standing on end and strapped in place. On the side of the box in large, clear letters was this warning, "MUST BE LAID FLAT. DO NOT STAND ON END" It was clear then how the original tub became damaged. It too had been stood on end and the weight had caused the overflow pipe to crack the tub. Luckily, this tub had survived this maltreatment in tact and I signed for delivery. When I emailed Canaroma to explain how improper handling by their delivery driver was clearly the cause of the cracked tub, this was his reply and again I quote, "We still don't know in actuality if this is the reason for the damage." They again refused to accept responsibility and would not agree to refund any money. Canaroma may consider there actions in this matter acceptable customer service, but I certainly don't. I have little doubt that Canaroma will reply to this review and, somehow, try to justify their position. That is how they acted in this case. Placing blame on the customer rather than accepting their responsibility after they delivered a defective product. My advice to prospective customers. Go to Canaroma to choose your products, they have an excellent selection. Then go somewhere else to purchase them. Somewhere, where customer service is held in much higher regard.
- Approximate cost of services:
- $5,600.00
- Company Response
Hi Malcolm,
My name is Shannon, I am not a spokesperson, I am in charge of customer service at Canaroma, it is my job to provide customers with the best service within our capability. I am very sorry that your experience with us was not a favourable one and I am to respond to you with the facts of exactly what we did to try to rectify the situation from the beginning.
You made your claim to Canaroma on the 15th of October and I can adamantly state that Canaroma did everything possible and acted immediately on your behalf with our suppliers to get you a replacement by claiming your tub was under warranty. If that was denied we would get you a replacement tub at cost with additional discounts and then to have it sent to you immediately so that you would not be further inconvenienced. This was what we did from the initial stages when we were dealing with your claim. I have all the emails between myself and the supplier telling them to replace your tub and expedite it to us, we were fighting on your behalf for an outcome that would be most favourable to you. We tried everything we could to rectify this situation as best as we could. Unfortunately, they would not cooperate and yet we still sent it to you at a very reduced price, we incurred the shipping expense to have the second tub expedited to us and the expense of the second delivery to you. I do not understand how this is bad customer service.
We actually receive many customers claiming their products were damaged when received when in fact they were damaged by their contractor or builder or plumber. If we replaced all these products at our expense we would not be in business. That is why we ask our customers to check their products upon receipt because then we know 100% the customer received the product damaged.
It is very unfortunate that when a customer does not receive what they want from the retailer, they immediately go to social media and bash the retailer. We have policies and procedures for a reason and often the consumer does not want to follow these policies and if something goes wrong they immediately blame the retailer. Unfortunately when that happens our hands are tied, we will do as much as we can, but we can only do whatever we can within the guidelines of these polices.
We DO genuinely care about our customers, however we would not be in business if we simply replaced products upon the customer’s request. We cannot do that and no business will do it. As far as the tub being on its side, that is how it is delivered to us and how we always deliver it to our customers and have never had a problem. Canaroma has always and will always strive to help protect and service our clients when problems arise as we want all our clients, regardless of how much they spend to be happy and to have a favourable experience. We feel this situation was handled very well, and once again we apologize that you feel it was not handled the way you would have liked it to be handled.
Wish you all the best.
Kindest regards.
Shannon Woo
Client Services/ Inventory Control
7979 Weston Rd, Vaughan, On L4L 1A6
tel: 905-856-7979 ext. 57