Complaints

This profile includes complaints for Aosom Canada Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aosom Canada Inc

  307-7270 Woodbine Avenue Markham, ON L3R 4B9

  
• 

  Aosom Canada Inc

  307-7270 Woobine Avenue Markham, ON L3R 4B9

  
• 

  Aosom Canada Inc

  1 - 1121 Thornton Rd S Oshawa, ON L1J 8P4

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:14/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was July 21 2023 from a company called Aosom Canada where I purchased a shed from them online through ****** app. I believe this company is doing ng nothing but ******** ****** sending them broken items, missing pieces or even just dropping off complet junk and charging them for the item and then they claim they can't refund you until they get the item back but like in my case they never even dropped the shed off just metal panels no hardware not even what I ordered and then they just continue to *** about the pick up so they never have to give the refund. They have been jerking me around for weeks now and a quick look online shows they have done this over and over again and are just using my ****** now to hide and continue selling ng products. Please help.

  

  Business Response

  Date: 14/08/2023

  Good Afternoon 

  We apologize for the inconvenience this situation has caused

  We have provided you the return label and scheduled the pick up for you to conduct between August 14 and 15th

  Your tracking number: ************ Your pickup confirmation number: CPU424332241 

  Once the item has been received back at our warehouse we will process the refund 

  Thank you
  Aosom Canada

  Customer Answer

  Date: 15/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  They have already **** about pick up dates 3 times prior to this trying to waste time and no fulfil the return. Also after I informed the company I had called ***** and they had no pick up dates at this address that is when they sent that label as you can see the date! If you would please look at the weeks of conversation with this company you can easily see that and now ***** has already been here and stated they can not pick up this item, the state the package was in when it got here I am surprised it was capable of them delivering it. Now I had also attempted to write reviews about this company and its products on ****** to warn people about this and ****** has taken down my review. After finding out this wasn't ****** and that it was a third party company I looked into this company rather then just on ****** and it really does appear that this company of hiding through ****** to continue selling product that is missing parts and broken and doesn't work and then never refunding the costomer.

  I have even offered to drive the return all the way from Stratford to Oshawa where they are located to resolve all this of the company would just give me the shipping coast to cover the gas and they refuse. **** ** ******* * **** ****** **** **. I can't afford another shed till I get this return and all my stuff is just sitting in the drive way and I waited a month already for it to get here and now a month trying to get my refund and get this mess out of my driveway and they are no help at all. Even that label they sent I still followed their instructions but i asked them why they are doing this as ***** has been here already and said they can not pick up this item and they refuse to answer they know they are just wasting time trying to avoid the refund. 

  

  Business Response

  Date: 20/09/2023

  Hello,

  We apologize for this incident that the pick up for the item never happened. 

  As of today, we have arranged with ***** to pick up the package under tracking ************ and ***** label was attached to the original emai.

  Please see today's email from our representative to the customer. Once the item is returned, refund will be processed.

  Thanks,

  Aosom Canada. 

  Hello,
  Thank you for your email.
  I have created a new label for you. Tracking number ************.
  A Ground pickup has been scheduled for 09/20/2023 between 08:00-18:00 at:
   
  **** ****
  *** ***** ** *****
  ********** **
  ******* **
   
  For your reference, the pickup confirmation # is ************* 
  

  Customer Answer

  Date: 21/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this matter is still continuing!!! This has been months of trying to get my refund for something that never even arrived!!! A bunch of bent metal in ripped up packaging is not a shed in any way shape or form. Now they are refusing to get give me a refund until they get their product back the problem with this is that they are responsible for the shipment of this product back to them in other words all they have to do is to continue ******** up the pick up weather they scheduled the wrong type of pick up, or send the wrong label, or no label at all or even lie entirely about a pick up and they have done this over 8 different times now. It is very clear they sent me a item that was defective and already returned and now they are just trying to dump it on me. This has wasted so much of my time it really isn't even worth it any more. Over 100 phone calls to ****** a hour each time. Emailed every day with asomo Canada for the past 3 months (and they only reply to my emails between midnight and 4am) this is starting to make me go crazy here, I just want a shed to put my stuff in and it's been over 3 months of dealing with this and this mess of a package is still sitting in my driveway and nothing is being done, I even got a letter from ***** saying that asomos Canada has been doing this because they are sick of coming here for no reason! ****** knows all of this and they have told me countless times that they would deal with it and they have not. This couldn't be more clear of a scam to me and I don't see how everyone else doesn't see this.

  Asomos Canada took alot of money for m me for a shed, a shed they never sent me instead they just send bent broken pieces of a shed not even all the parts, and this item was clearly already repackaged and tapped back up and sent to me. So this company has taken alot of money form me for something they never gave me and they are useing ****** as a platform to continue doing this to people and then they refuse to give a refund until the item is returned but it's up to them to get the item sent back so they just continue to ***** it up so they never have to refund me.
  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 05/10/2023

  Hello,
  
  I hope this message finds you well.
  We understand that you have been experiencing difficulty to return the item due to the item was not properly placed in box.
  We are committed to resolving it as quickly and conveniently as possible.
  
  We have tried multiple times with ***** to pick up the item but failed due to item was not properly packaged. 
  
  To expedite the resolution process, we would like to offer you the option of dropping off the item at our warehouse in Oshawa (**** ******** ** ****** **** *** ******* ** *** ***)
  We only ask for you to please secure the item your are returning.
  You can use any box as long as the item is secured and not sticking out. This will allow us to inspect the item firsthand and to process your refund without any delay. Our Warehouse Team will be ready to assist you and ensure a smooth return process. Please let us know so that we can advise our warehouse team and schedule your visit to the warehouse. 
  
  We apologize for any inconvenience you may have experienced. 
  
  Thanks,
  Aosom Canada.

• Initial Complaint

  Date:28/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******** outside dining tent last spring 2022.
  Model # *******
  Used 1 time on July1/22 for graduation.
  Set up again July15/23 for barbecue.
  Wind came up in the nights and flipped tent over breaking some of the plastic elbows that hold the pvc supports.
  Contacted company to buy replacement elbows to fix.
  Company tells me no parts are available and can only be replaced under warranty.
  Warranty is only 90 days.
  I told the company I wasn’t looking for warranty that I wanted to buy the elbows to fix.
  They told me that they don’t sell parts to fix the tent.
  I have a perfectly good dining tent with a few elbows that are broken and cannot fix.
  Company told me there’s nothing they can do because it’s off warranty.
  I wasn’t claiming warranty.
  I wanted to buy parts.
  They sent me an email that there’s nothing they can do.
  How can a company make product and have no parts to sell to repair.
  Now the tent is garbage and I’m out over $ 200
  ***** ******

  

  Business Response

  Date: 10/08/2023

  Hello 

  Aosom Canada Manufacture warranty is 90 days from the day the item has been delivered.

  Since our items are imported we do not always have access to spare parts as our items are pre packaged and sent to our warehouse

  In this case we have contacted the warehouse and if we do have spare parts we will be in contact with you directly with pricing and payment.

  Thank you

  Aosom Canada

• Initial Complaint

  Date:20/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a patio set price seemed too good to be true placed order 830 am still at 1128 am order says unpaid and doesn't exist money has been taken out of my account of nearly 700 got a hold of a person one the second I noticed but was to wait it out a couple hours then call back as it can be processing, called back and as to other complaints no answers in any departments now my order is missing but I do have an order number in the app and the charge records.

  

  Business Response

  Date: 21/09/2023

  Hello,

  We are truly sorry to hear
  about this incident and we apologize for the delay.

  We have scheduled to pick up the item back in August under ***** tracking numbers ************, ************ and with pickup confirmation number: *************.  Until today, it is still showing label created and not picked up by *****.  I called them today again and ***** agent confirmed that the packages were picked up back on August 8th but there was a glitch in their system that shows packages were not picked up.  Unfortunately, they have to file an investigation due to these lost packages.  As a result, we have to file claim as well and to process the refund.

  Your refund will be processed and it will be returned back to the original method of payment in 2-3 business days.

  Again, we apologize for this issue and thank you for understanding.

  Regards,

  Aosom Canada. 

• Initial Complaint

  Date:18/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a damaged package with an essential damaged piece (1 of the foundational pillars) of the gazebo. I relayed this information to the customer service agents. Their monetary offer was a joke. They suggested I un assemble the functioning parts of the gazebo, re package the items and return it. I had to pay $275 + HST out of pocket to assemble this item for my elderly parents.
  I have a receipt for this assembly purchase if required.
  
  The only resolution I will accept is 25% of the refund price. The gazebo cost $`1242. 99 (including tax). The refund amount would be $310.75. Otherwise, I will have no choice but to take legal action.
  
  I am also a blogger and will be contacting the media for this disturbing transaction to warn other Canadians about this company and their ****** business practices.

  Customer Answer

  Date: 27/07/2023

  Walmart Canada has resolved my complaint against Aosom.ca. 
  
  Please close this complaint on my behalf, if possible please.
  
  Thank you. 

• Initial Complaint

  Date:07/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pergola for my yard in May. I received a delivery of one box. Prior to delivery I received a tracking number from ***** so I knew it was coming. I thought nothing more of this until we finally had the opportunity to remove the old gazebo, rebuild the deck and were ready for the new installation. We quickly realized there should have been two boxes. I checked in my office to be sure there was no other box accepted in my absence, nothing. I checked with neighbors to ensure they hadn't received it in error, nothing. I checked my email for another delivery notice, nothing. I called ******* who said that the sender would be contacted for resolution. They stated that the two boxes were delivered, one on May 25 and one on May 29, this did not happen, I only received one and I only received one tracking number. They have now said there is nothing I can do except contact police which makes no sense as it is not going to solve the problem. I requested how much it would cost for me to replace the missing box 1/2 that I did not receive, nothing. I asked for a return label and a refund to be processed but have been ignored. After further investigation I looked on their site and this pergola is no longer available, which may be why they are taking the position of my contacting police. I have bought from them before but assure you I will never purchase anything from them again.

  

  Business Response

  Date: 19/07/2023

  Hello,

  Sincerest apologies for the inconvenience by the
  delay in receiving your packages. According to our records, this has been resolved and the refund was processed accordingly on July 14, 2023. Refund may take 5-7 business days from the time it was processed. 

  Please see attached screenshot of the refund for proof. 

  I hope this helps.

  Thanks,

  Aosom Canada. 

   

• Initial Complaint

  Date:06/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Missing 2 Swivel bases for chairs. Rec'd backs & seats for 2 additional chairs which is not part of order.

  

  Business Response

  Date: 19/07/2023

  Hello,
  We are truly sorry to hear
  about what happened to the item.
  As per Aosom policy and
  stated in the website, we have 90 days of warranty from the time of purchase.
  The product was delivered on February 18, 2023 and warranty was expired back in May 18, 2022.  They've reached out to us on May 26 for this issue. Therefore, the product is no longer under warranty and we are
  unable to proceed with the request.
  Again, we apologize for the
  inconvenience this may have caused.
  Thanks,
  Aosom
  Canada. 

• Initial Complaint

  Date:28/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The parcel never arrived. They said a family must have taken it. Ridiculous! The photo the driver took was supposed to be of our “mailroom” it was just of exterior siding.

  

  Business Response

  Date: 19/07/2023

  Hello,

  We are truly sorry to hear about what happened with the package delivery as per your complaint.

  I've contacted ***** to provide us more details with this incident. According to them, the item was delivered to the address on file and left it at the mailroom area on June 24th. 

  On the same day, ******* or **** (husband) called them up and opened an investigation for this package.  Then on July 4th, while it is still under investigation, **** spoke with ***** Case Manager and told them that they got the package already.  No other action is needed after that.

  Thanks,

  Aosom Canada. 

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* Home Gym from Aosom Canada via ******* Marketplace on April 7, 2023. I had the gym assembled a few weeks ago and it is missing the two way bracket for the pulley. I haberdashery been calling Aosom Canada almost daily to see about how I can get the missing part sent to me. No one ever answers the phone. I have tried different departments within the company with the same results

  

  Business Response

  Date: 21/06/2023

  Hello,

  We are truly sorry for any delays of the delivery of the package.

  As per ***** tracking number ************, this package was delivered today, June 21 at 10:30am.

  ****** *** ******** ***** *** ***** ** *********

  Again, we apologize for the
  inconvenience this may have caused.
  

  Thanks,
  Aosom Canada. 

• Initial Complaint

  Date:08/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a gabizbo in winter and put it up in June 2023. It lasted 2 days before the bars started to break its not the first time aasom products didn't last more then a week. And they won't do anything about it. I'm sick of getting ripped off from this company. All I want is my money back.

  

  Business Response

  Date: 21/06/2023

  Hello,
  We are truly sorry to hear about what happened to the item.
  Here at Aosom, our policy is to service damaged items, defects or any
  malfunction of the products if it is still within 90 days of warranty. The
  product was purchased back in January 2022 and warranty was expired back in April 2022.  Therefore, the product is no longer under the warranty and we are
  unable to proceed with the request.
  Again, we apologize for the
  inconvenience this may have caused.
  Thanks,
  Aosom Canada. 

  Customer Answer

  Date: 22/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:first there was no instructions that was in April the it showed I was missing a piece still in apr then it took them until june to tell me the part doesn't go on my product. I put it up and 2 days later it broke
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:05/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aosom carelessly packaged a box with a greenhouse in it for shipment to my address with staples exposed, facing outward. The box damaged my property (I.e., front porch) causing hundreds of dollars in damage. Aosom is unwilling to accept responsibility and ignores my request to speak with a manager despite countless requests. Their decision to deny my claim is flawed and their rationale is non-sensible. They did not even ask for evidence before denying my claim, which would show them they are liable. They are leaving me to chase after the courier who they hired and put this on me, which is completely unacceptable. I did not hire the courier, they did. Had it not been for Aosom’s careless packaging this situation could have been avoided. Now I am left with damaged property that I have to fix out of pocket. How is this company still in business?

  

  Business Response

  Date: 30/06/2023

  Hello,

  My sincerest apologies for the delay in responding to the complaint. I fully understand that your time is valuable, and our delayed response has been an inconvenience. We experienced an unexpectedly high volume of customer inquiries and other issues during the past weeks, which caused a backlog in our response time.

  We have explained it from the previous emails and suggested to escalate this issue to the appropriate department with ***** since it occurred during the delivery. If there was negligence and damaged to the property at the time of delivery, it should be addressed to *****. They should have handled it with care when dropping of the package at the location.

  Again, we apologize for this issue and thank you for understanding.
   
  Thanks,

  Aosom Canada.

  Customer Answer

  Date: 07/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  the careless packaging of the parcel by Aosom (I.e., staples protruding from the box) is the reason this situation resulted. I did not contract the services of *****, that was done by Aosom, so Aosom should be handling this case on my behalf. I have been chasing ***** for going on 2 months now - I should not have to deal with this and Aosom should liaise with ***** to seek a resolution on my behalf. Aosom has washed their hands clean of this which shows their lack of professionalism and failure to be accountable to their customers.

  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 08/09/2023

  Hello,

  We have responded to this issue back on June 30, 2023.

  As per previous response, ***** should be responsible for this incident and should have been very careful and handled the package upon delivery.

  Thanks,

  Aosom Canada.

  

  Business Response

  Date: 14/09/2023

  Hello,

  Thank you for email and for following up.

  In regards with this incident, I just gathered information from ***** and according to them, the customer filed a claim back on June 8, 2023.  Claim was rejected and closed on June 15th.  You can only file a claim if package was damaged upon delivery as per ***** advised.

  On May 17, 2023, another claim was opened by our Aosom representative. According to ***** agent, there is a representative working on this case under Case# *********. I requested to give us an update as soon as possible since that it's been a while now. They will provide us the update within this week or early next week. 

  Regardless of the result, we will notify you as soon as we can.

  Thanks,

  Aosom Canada. 

   

  Customer Answer

  Date: 25/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  you don’t know what you are talking about. I complained the day the package was delivered and caused damage to my property. All correspondence with your company has been an utter waste of time as you have not accepted accountability for faulty packaging, which resulted in my property getting damaged. 
  
  Annoyed,
  
  
  
  ****** *****

  

  Business Response

  Date: 05/10/2023

  Hello,

  I hope this message finds you well.
  We wanted to provide you with an update regarding the ongoing investigation with ***** regarding the issue we reported.
  We understand that this situation has been inconvenient for you, and we sincerely appreciate your patience throughout this matter.
  
  As of our most recent communication  with *****, we are still awaiting their response and resolution to the matter. Please be assured that we are actively following up with ***** to expedite the investigation and reach a satisfactory conclusion as quicky as possible. ***** should also be accountable on how the packages are being handled and delivered to the customer. We are doing everything to move this investigation forward.
  
  We will be in touch with any updates as soon as we receive them from *****.
  
  Thank you for your patience and understanding.
  
  Aosom Canada.