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:29/05/2023

  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.

  On May 5th my husband ordered me a portable green house and a wood planter from Aosom. The total cost was 345 dollars and change. With both of them being roughly the same price of about 150 to 170. They were both supposed to arrive within a week for my mothers day present. I received notification that ***** would be delivering them. My wood planter showed up but my greenhouse planter did not. I thought that was a little weird as they should've been delivered together as they came from the same place and delivered to the same place. I contacted the company through there message system as was told to just wait as some things were delayed and should arrive shortly. I waited almost a week and contacted them again. This time they said it got lost and they would ship out quickly. I waited and within a few days they say they have shipped out a replacement and should arrive within 4 days. I wait and the end of the week I go on tracking to find out it has been delivered but I notice no picture for proof just delivery so I call ***** and they tell me it got delivered to the same address as the company! I don't know what I am supposed to think about this but a package that's almost $200 this is completely unacceptable!

  

  Business Response

  Date: 19/09/2023

  Reply:
  
  Hello,
  We are truly sorry to hear about what happened to the item.
  It was confirmed by ***** that the package was delivered to the correct address (****** *** * ****** ********)
  
  Normally we would always advise customer to report this kind of incident to police that a package could have been stolen.
  
  To resolve this issue, we would like to send out replacement to you. This process doesn't auto-update with tracking as new orders do. We will provide you with the new tracking numbers as soon as it becomes available today.
  
  Thank you for your understanding.
  Aosom Canada.

• Initial Complaint

  Date:26/05/2023

  Type:Delivery 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.

  Purchased a gazebo on May 21st. Supposed to be delivered May 25th
  420.00 spent
  Order not received. Asaom keeps blaming the issue on their courier *****. ***** states they don't have my product. My product is still in limbo. All asaom canada did was create a label for my shipment but haven't actually contacted their courier to pick shipment up. I keep getting the same answer everytime I finally get a response back via email. Asaom won't pick up their phone they will not call me back . I requested a supervisor. I've requested a refund. Nothing they just keep saying ***** has my item but they do not. Asaom canada has not tried to resolve anything whatsoever. This is increasingly frustrating.

  

  Business Response

  Date: 04/06/2023

  Hello,

  We apologize for the delay of your item.

  We have provided solution by sending replacement package for the delayed order. 

  This is under the new tracking number ************. The first package was delivered on May 30th under the original ***** tracking number ************. 

  The replacement package was delivered on May 31 and both have proof of delivery with photos.

  Thanks,

  Aosom Canada.

  Customer Answer

  Date: 04/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  I received finally the original item only. Just one package not 2. 
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:24/05/2023

  Type:Delivery 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.

  We bought an outdoor Gazebo from Aosom Canada in January 2023 for $366.11 as it was a good sale. For our new home that we were moving into in spring 2023.
  
  We opened the box and verified that all was enclosed as per the installation manual. All was there; however, we did not open the plastic bags that contained the screen and the canopy fabric roof.
  
  When installing the gazebo this pass weekend (May 21st) we noticed that only the large canopy was included, and there was no small canopy top.
  
  We emailed Aosom theough their website since it was a weekend, they responded that we were passed the 90days manufacturer warranty. We then tried to explain again that we loved the gazebo and we were not complaining of any defect, but that the shipment was incomplete as part of the roof was missing and what good is a gazebo without a full roof. They again said they couldn't help us and provided a telephone number to call.
  
  I tried all morning (May 23rd) to reach them. But Noone ever answered and the call was automatically disconnected, as there is no voicemail apparently. It is impossible to speak to someone.
  
  I replied to the last email, to inform them that I had no choice but to file a complaint with BBB.
  
  I would really like to receive the small portion for the roof, I love the Gazebo, or it is garbage.

  

  Business Response

  Date: 04/06/2023

  Hello,

  We are truly sorry to hear about what happened to the item.

  We have provided resolution to this issue by providing them return labels and to return back the item.

  Once the item is returned, we will proceed with refund.

  Thanks,

  Aosom Canada.

   

  Customer Answer

  Date: 06/06/2023

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

  The item they are talking about was an order for only the canopy which I bought through ******, that also didn't have the top (small) canopy portion. I purchase this because I needed it for a family gathering. 

  The one I sent through BBB was the full canopy with frame & screen, that did not receive the small canopy portion for. They said it was past warranty, but it is not a warranty issue,  they never sent me the full product. 

  Since this has now happened twice in two separate orders, one would think that someone is not doing their job well in boxing the material for their canopies.

  In any case, I sincerely hope that they provide me with the small top canopy for my order placed in January 2023.

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

  

  Business Response

  Date: 19/09/2023

  Hello,
  We are truly sorry to hear about what happened to the item.
  Here at Aosom, our policy is to service damaged items, defects, missing parts or any malfunction of the products if it is still within 90 days of warranty.
  
  The product was purchased back in January 2023 and warranty was expired back in April 2023.
  
  As a goodwill gesture and to resolve this issue for you, we are sending out replacement for a small canopy to you.
  
  This process doesn't auto-update with tracking as new orders do. We will provide you with the new tracking numbers as soon as it becomes available today.
  
  Thanks,
  Aosom Canada.

  Customer Answer

  Date: 19/09/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ************

• Initial Complaint

  Date:24/05/2023

  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 ordered an ******** patio umbrella and an ******** umbrella base on Saturday May 20th in two separate orders. Charges have gone through on my credit card yet no email with order confirmation has been received for either order. I contacted customer care within the hour of ordering and have been told they cannot locate my order with my name, email or address and require an order number. Clearly I don’t have an order number if I never received a confirmation email. They seen unwilling to assist but have no problem taking my money. I have provided a ********** ** the charges to my card but that still isn’t enough. Extremely frustrated and will be disputing charges as fraud on my card if this is not resolved

  

  Business Response

  Date: 04/06/2023

  Hello,

  We are truly sorry to hear
  about your experience regarding your order.

  As per Fedex tracking number ************, this package was delivered on May 27 at 11:22 AM.                                                                                              The other Fedex tracking number ************ was delivered on May 29 at 11:08 AM. Both packages have proof of delivery with pictures that it was successfully delivered.

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

  Thanks,
  Aosom Canada. 

• Initial Complaint

  Date:16/05/2023

  Type:Service or Repair 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.

  Purchased a product through ******* that is defective. Manufacturer is Aosom so was advised to contact them.

  Customer Answer

  Date: 17/05/2023

  To whom it may concern, My complaint has been resolved with a refund. Thank you for your time regarding this matter. *****
  
  

• Initial Complaint

  Date:09/05/2023

  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.

  Date of Transaction was May 12, 2022. Total cost was $1073.49.
  
  Complaint was filed directly with Aosom on April 18th.
  The complaint was in regards to the Patio Set purchased that was in terrible condition within 1 year of use - essentially 2 seasons.
  Patio cushions are discolored, tie strings are tearing, zipper has broken already on one cushion, the packing inside the cushions is horrendous and falling apart. You can immediately tell the quality is very poor for so many problems to exist, while this set has barely been used.
  
  The company said it's out of warranty? It hasn't even been one year. After my reply to them, they ignored me and did not communicate further.
  
  I am completely dissatisfied with the lack of accountability and ownership of a problem regarding their product. The company has shown they really do not care.
  
  Looking at other Patio Sets at **** ***** and ***** - all of them offer a 1 year warranty.
  
  I want these all replaced or refunded. To spend over $1000 and not have a quality product with only 2 seasons of use is unacceptable.

  

  Business Response

  Date: 03/06/2023

  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 May 2022 and warranty was expired back in August 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: 06/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: all other retailers of patio furniture offer a reasonable 1 year warranty.  90 days is unacceptable.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/05/2023

  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 an Outsunny steel gazebo on Aril 22/23.
  Was delivered in 2 separate boxes on 2 separate days the following week. One of the boxes was marked "THIS BOX NEEDS TO BE CHECKED"
  Opened the box, started putting it together. 3 parts were missing. Mainly, the piece that holds all of the braces/brackets to connect the frame of the roof, rendering this item completely useless.
  Called AOSOM right away. Took many many tries to get through. Phone rings and no one answers and then it hangs up.
  Finally got through to someone who asked us to send an email with the missing parts, so that they could send then out. We did this immediately. Followed up the next day to find out the ETA of the missing pieces. Got responses from random people (not the rep we were talking to) - the last one being that we were being refunded to keep the product as is. Refund was expected 305 business days. Today is the 5th day, no refund. Have tried calling but again we are not getting through to anyone.
  We are now out of the original cost (over $1500), plus now we are out the time and expense of tearing this apart and disposing of the gazebo..

  

  Business Response

  Date: 17/05/2023

  Hello,

  Thank you for contacting us.

  We are unable to find this order in the system.

  Kindly provide us with the invoice/PO number, phone number that is associated to the account.

  Once we have this information, we will proceed and to rectify this issue.

  Thanks,

  Aosom Canada. 

• Initial Complaint

  Date:28/04/2023

  Type:Delivery 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.

  Ordered 10x10 gazebo from Aosom on April 7, received order in 3 shipments ending April 15.
  Order # **************** sku *********, item # *************. Contacted Aosom about missing parts F5 (4 pieces) on April 18. Was told pieces would be sent out asap. Got a request # ******. Still have not received missing parts, and get disconnected every time we have called since. I would like to receive the parts in a timely fashion instead of this run around so I can complete the assembly. Their customer service is terrible. Only thing they are quick at is taking your money.
  Thank you for any assistance you may be able to provide.

  

  Business Response

  Date: 28/04/2023

  Hello,

  Thank you for the email.

  Again, we apologize for the issue this may have caused. Our parts department is a bit behind with shipping but the parts request was processed since last week.

  I have advised them to prioritize this shipment and now I have the tracking number for this package. The ***** tracking number is ************.

  I hope this helps and again we apologize for this issue.

  Thanks,

  Aosom Canada. 

  Customer Answer

  Date: 01/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:25/04/2023

  Type:Delivery 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 purchased a 9'8 x 9.8 x 7.7' ****** Dog Kennel Outdoor Run Fence with Roof Order #*************** from Aosom Canada on Novemer 29, 2022. Delivery was to be 3-5 days. This was being shipped in three separate boxes. I received the first two boxes within the 5 days and the third box was lost with shipper. Spoke to Aosom several times and the third box was finally received 3 weeks after the order. Aosom even gave me a $20 discount for inconvenience. The third box was delivered with at least 1 inch of packing tape on both end and centre of box. I did not open this box due to I would not be able to put it back together if opened. This kennel was ordered prior to any expected snowfall. The day I received 3rd package we received 30cm of snow and it never left. Therefore, I could not build this Dog Kennel. (Boxes stayed in my garage for winter) I went to build this Kennel on Saturday April 22 and found I was missing a box of hardware to build. Contacted Aosom via email and was told first response I was too late for refund or replacement. Sent another email stating just want the missing parts. Told they cannot help me go to local hardware store. I have attempted to reach these people by phone and the line rings/rings then disconnects. I have sent another email asking for them to reach out to me by phone but no calls. I just want this missing hardware components. This $600 purchase has been rendered useless without the hardware. I cannot build it without the hardware. I have attached parts list and invoice. If required I do have email from Aosom

  

  Business Response

  Date: 28/04/2023

  Hello,

  Thank you for your email. 

  We apologize for any inconvenience this may have caused . As per company policy, warranty coverage is for 90 days such as defects, missing parts, damages.

  I know that the last package that was delivered was back on December 16th but still over 3 months ago.  As one time goodwill gesture, we will approve this request and send you the missing hardware.  Please keep in mind
  this process does not auto generate a tracking number.
  

  Therefore, if you
  require one, please contact us in a few days or give us a call.

  Thanks,
  Aosom Canada

   

  we apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 28/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:21/04/2023

  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 this Apr 2021 , I ve had to have the canopy replaced twice , poor quality ,,,
  I contacted Atom via email requesting a replacement canopy . I was told that there were none available ..
  Ive checked the website to see that this item is still sold..why can I not receive a replacement?
  The purchase price in the 900's
  
  The model # *******

  

  Business Response

  Date: 03/05/2023

  Hello,
  We are sorry to hear this incident.
  Back in 2021, we have resolved the issue by providing them discount to keep the item as is and accepted by customer. 
  Since that this is over the warranty period (90 days) therefore, we are unable to replace the canopy of this item.  
  We regret to advise that replacement part for this item is not available to sell. We sell the full item as per posted in our website.
  I hope this is clear and we apologize for the inconvenience this may have caused.
  Thanks,
  Aosom Canada. 
  
  
  
  
  

  Customer Answer

  Date: 06/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The refund issue that was mentioned in Aosom’s response was to satisfy a defective product that we unfortunately were sold! Our Patio structure is completely useless without this replacement Canopy!
  
  Hat are we supposed to do with an empty patio cage?  We are willing to PAY for the replacement canopy, we just want to be made “whole” again. The refund issue they referred to in their reply was a “Separate” issue and we accepted nothing in lieu of the refund that was offered for the defective product.
  
  This resolution is NOT ACCEPTABLE! We made a purchase in good faith trusting that the product that we were buying would be a quality that would be serviceable for a reasonable amount of time. As you can see by the pic attached , the canopy was defective shortly after our purchase, the reason for the refund.
  
  As a Consumer ,,are we ecxpected just to accept the “status quo” without question ?
  
  Therefore this is not a responsible solution and we’re not accepting it as such. What we are left with are pieces of useless metal!  Thank you.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 18/05/2023

  Hello,
  We are truly sorry to hear about the situation.
  Again, we are not able to sell individual parts for any of our items unless it is sold separately directly on our website.
  This item was bought back in 2021 and unfortunately no longer under warranty. We sell only the full item as per posted in our website and it is currently out of stock at the moment.
  I hope this is clear and we apologize for the inconvenience this may have caused.
  Thanks,
  Aosom Canada.