I had heard from my relatives and friends that they have received great service from your stores, which is one of the main reasons I shopped at your store at 1380 Castlefield Road. But to my surprise, on the date of April 27th 2013, I was at the receiving end of some very poor service. On the said date, I waited with excitement to have my new fridge and stove delivered to my home. We had made arrangements and paid for our old appliances to be removed. My husband had also provided the measurements of our front door to the customer service delivery department. They had confirmed that there would be no problems to deliver of our new appliances. On Saturday morning at 9:00 a.m. your delivery truck pulls up at our door and brings in the stove and takes out the old one. Then they proceed to tell us that they can’t bring in the fridge as it would need to have the fridge doors removed. I asked them to proceed and they said that they did not know how to remove the fridge doors. They said they would leave it in the garage and someone else would need to come at a later date next week to bring it into the house. I was horrified, shocked and surprised. They called the office to report what they were doing. They had me talk to lady at your customer service who talked to me rudely. She insisted that I had to pay $150.00 extra to have someone else come to my house at a later date to remove the fridge doors. This was infuriating. I spoke to my salesman Brian Van Giezen who said that these things happen he would pull some strings to try and get someone to come the same day. Then finally two guy pull up in a red van to my house around 2:00pm.. The guys approached me without any identification in my front garden to say they are the fridge guys. I tell them the new fridge is in the garage and the old one needs to be removed first. They say that they don’t have instructions to remove the old fridge and first the need to be paid upfront the $150.00. I tell them that I am discussing this charge with the office. They will not do anything until they are paid. I get angry and they call their boss Shane. They both stand around for about an hour until their boss comes on-site. Shane arrives and asks me for the money and says that they don’t know anything about taking the old fridge. They only have a van. I call Brian the sales man and he calls the customer service manager. Customer Service manager speaks Shan and then speaks to me. I tell him all the craziness that has gone on for this delivery and that I would be sending a complaint letter to the General Manager of the company. That is when they agreed to remove the old fridge and left it on my drive way curb instead of taking it away. They brought in the new fridge and reinstalled the doors. Around 4:00pm. Saturday evening is when I finally have everything in place. I am appalled at such behavior of the whole situation. It should not take an entire day of frustrating a customer to have their new expensive appliances delivered with additional charges for something that is not the customer’s fault. I request that I be re-imbursed by the $150.00 of the fridge doors removal and the $40.00 paid to remove my old appliances. This is the least that I should get for all the frustration and poor service, I always bought my appliances in the past with Sears and have never received this kind of run around and poor service. I have a good mind to take my business elsewhere in future and inform all my relatives and friends of this poor service.

In 2008 we have bought Frigidaire fridge, stove and dishwasher from Appliance Canada with extended warranty because Frigidaire appliances did not have a good reviews and we wanted some protection. On 1st of January 2013 the stove has broken down and we had asked to be repaired under extended warranty. Now being 20th of February 2013 and the stove is still not repaired. We had no idea that it would take such a long time to have the appliance repaired under Appliance Canada Extended Warranty

Dealt with Jay. Very knowledgeable. Very competitive pricing. Only issue was there was some damage to the unit when it was delivered. I called appliance canada directly but was forwarded to the manufacturer for warranty claims. Had the issues fixed up within the week.

Run, don't walk away from this place! We purchased 6 appliances from them and were missing two on the delivery date. After placing the order four months ago, one of the appliances was on back order and the other, who knows! The store is terribly managed. The staff is young, inexperienced and poorly trained. No one seems to be able to provide answers to questions or make decisions to solve problems. I have never encountered such a frustrating customer service department. They are unprofessional and at times, downright rude. Like so many reviewers on here, I encountered huge delays in delivery and unreturned phone calls. Whether you save any money is another question, but I do know now thing - it WILL NOT make up for the aggravation you will be forced to endure if you hit any glitches in your order and glitches seem to be commonplace, having read all the reviews on this forum. I deeply regret doing business with Appliance Canada. My advice - avoid this place like the plague!

Company Response:

Hello Maria, I am so sorry to hear that your experience with us has not been a good experience and I would like you to know that I am looking into the matter as well as speaking with the individuals that dealt with your order. Unfortunately we are only the distributer for the manufactures and we do run into back orders issues that are uncontrollable to us, however we try our best to make customers aware of the situation and my apologizes that you were not advised. If there is anything I can do for you please feel free to email me at: mtamilia@appliancecanada.com. Regards, Marco

I purchased a stainless steel dishwasher from Appliance Canada. I needed to replace my old one since I was selling my house. Upon delivery Thursday morning the dishwasher they brought was black, not stainless, so I did not accept it. I immediately called Appliance Canada customer service. A female agent told me she would look into the mistake and call me back. When no one called back I decided to call Vito the salesperson who actually sold us the dishwasher. He knew about my situation that I was selling my house and had a plumber booked on Sunday to connect. He said he would remedy the situation and call me right back. I am glad I didn't hold my breath because he never called back either. I left several messages with customer service. Finally late in the day Robbie called who said that they did not even have any more of the stainless steel dishwashers in stock! He said that there was nothing he could do. Needless to say I will never return to Appliance Canada. I would not recommend buying anything from this company.

Company Response:

Hello N. Wery, I would like to apologize for your experience with our customer service department and sales member Vito. The dishwasher that you purchased was a S.S model but had a black control panel on it which is a builder grade model. Again I am sorry about your experience but feel free to email any response you may have at: mtamilia@appliancecanada.com Regards, Marco

Service and competitive pricing are an issue with this company. Except for one person (Lorena) who actually provided excellent service-follow up during the course of the issue we have had with our new purchase. I would like to commend her for understanding and appreciating her customers and the frustration when a new appliance brought into your home does not work properly and you are stuck with it.. However, her team is exceptionally poor and does not follow through with simple phone calls, messages and questions (Marco). The true indicator of a company is when there is an issue and this company is highly problematic. Appliance Cda was recommended to me by a family member and I will now be sure to pass on my review to others because tolerating mediocre service is unacceptable when consumers have better choices. The recent purchase I made went on sale at a local competitors 3 weeks after. I provided that information to Marco in an e-mail asking if his company would price-match. He did not reply. I left a voice mail message days later. He did not reply. Thankfully I asked Lorena and she informed me that the company (Marco) is not willing to price match. I would have appreciated a return phone call from Marco. Please do not take your customers for granted.

Company Response:

Hello LC, I have taken the time to review your request and would like to discuss the matter with you. Unfortunately at times our company is faced with a price match that cannot be matched, although we try our very best to match every single price inquiry our disclaimer does state exclusions. Lorena did advise me of the situation and I did advise her on how to handle the issue which is why I personally did not contact you back. My apologizes with regards to the way it was dealt with. Regards, Marco

The sales person was not motivated. The washer was unpacked and damaged, when arrived and the last item in the warehouse, and the model not selling any more, the fact we were not aware off. I had no choice as to agree to the small compensation, since already removed old washer. The person who negotiated was rude and didn’t even apologize for the trouble.

We knew we needed appliances for our updated kitchen and had been looking through our weekly flyers which never had any 'outstanding' deals on anything but basic or top of the line appliances. We were looking for middle of the road appliances (not basic 'office/ apartment' stuff nor $2000 frigde etc) We were able to get all 3 appliances with Appliance Canada at a great price. Mel was very knowledgable and respected our price point. We ended up going with Whirlpool which look great and was able to take advantage of their 15% off deal which was more than 15% below retail. The appliances look great, and perform as they should. I think we'll be satisfied with these over the long term. One should note that default settings for a fridge should not be used!!! Use a thermometer. Default on the freezer was -17!!!! Waste of electricity, so we were able to get it 'up' to -9 or so. Also, be prepared to clean that stainless steel fridge like there's no tomorrow if you don't like fingerprints....got a bottle of specific cleaner for that. Fridge needed adjusting too, but cooler. Go figure. Delivery went smooth, got a call, they measured the door and waited while I removed a bar from my screen door to fit the large fridge in....they even took out the old stove/fridge we had at the front to our driveway to make things easier for us (just be nice!) We moved the appliances from the front room to the kitchen ourselves as our kitchen wasn't 100% ready - just be careful if you have delicate floors not to mark them, even the fridge wheels scuff somewhat. Overall it was a good experience and enjoyed walking through their high end section... will be back for our next set.

My family and I were moving into a new house and we decided to give Appliance Canada a shot when buying brand new appliances from a gas stove, a dishwasher, fridge and oven. We entered and was not even greeted by anyone at all to begin with. The sales reps were not even busy with customers and finally one approached us after 10 minutes of waiting. He showed us the different models of appliances and definitely took his time to explain, and offer us the best choices. In the end we ended up getting Wolfe and Miele appliances. After all the purchases were made, when it came to delivery, they did not come on the set day and they showed up the next day after without any prior notice or telephone call. Their installation staff didn't even do a good job such as hooking up the water connection for the fridge or hooking up the stove to the gas line. They made a mess of the place and didn't even bother to clean up. Their customer service department where they take payments, make purchase orders have rude staff, in the sense they were not communicating properly to us and told us to come another time as they were "busy". Overall I wouldn't recommend this place despite the exceptional service by the regular sales rep.

Company Response:

Hello Rajan, I would like to introduce myself, my name is Marco and i am the sales manager here at Appliance Canada. First and foremost i want to apologize about the staff in my customer service department, although they might be busy they are to show the most respectful and utmost service to our customers. The installer we use is contracted out and he has been under our umbrella for over 30years and provides great service is what i am told from many customers, however i will speak to him regarding this matter. Please note that we are here to provide you and all our customers with knowledge and service that i would expect to be over and above what is asked by them. Thanks for sharing your thoughts and i will ensure it is taken into consideration. Marco Tamilia

I bought a 4yr extended warranty for the Whirlpool washer/dryer we purchased in 2008. The washer required three support calls and I am disappointed by the turnaround time. You call a support number that no one answers; instead, you leave a message with a promise to return your call within 2 business days. The first two times I used this, I did get the callback and it is two days later, that is, I called Thursday and I got called back Monday. Then I am told to wait another 48hrs for the callback of Whirlpool who is obliges to send us a technician within 2 to 5 business days from THEIR callback. That happened twice and I lived with it. This third time that I called, my voice message last Thursday has not been returned today, Wednesday. I called two other times since then but, of course, there is no one to talk to, not even an operator to escalate the call. What a scam.