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:05/04/2023

  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 shed kit; Order Ref: *************** dated Mar 14, 2023 via AOSOM APP.
  
  This transaction has been plagued with many problems.
  
  The most recent problem is that I am still awaiting delivery of missing parts/hardware which I requested Mar 26, 2023 via email (ticket ******).
  
  WHen I request a status update (by email), I get generic responses like "they're still in processing".
  When I call their customer service at 1-************ or ***** ********, my calls are disconnected.
  
  My shed kit is useless without the requested Missing Parts/Hardware.
  If these parts cannot be provided by the company, I would like to RETURN MY PURCHASE FOR A FULL REFUND.

  

  Business Response

  Date: 06/04/2023

  Hello,

  We are truly sorry to hear if any delays with the parts order.

  Part(s) order was processed under ***** tracking number ************. Kindly monitor this via www.*********

  We apologize for the delays and inconvenience.

  Thanks,

  Aosom Canada.

   

   

  Customer Answer

  Date: 10/04/2023

  
  
  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:14/03/2023

  Type:Sales and Advertising 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.

  You advertise your greenhouses through *** ****, yet when I order, the order, my order keeps getting canceled, you advertise on your site that you ship to all provinces and the territory's, yet my order gets canceled. I pay, and yet it is canceled.
  This is what I want, can you ship it to me so I can grow food and not go hungry.
  sku: ************ cin: *************. $288.99
  sku: ******* cin: *************. $132.99 If you call me I can pay over the phone and have my products in a few days, loving it. Thank you ******

  

  Business Response

  Date: 17/03/2023

  Hello,

  Thank you for your email and we apologize for the inconvenienced this may have caused.

  We have some technical issues recently and is now fixed. Please try to order again with ******* and we will make sure that it will be processed accordingly.

  We regret to say, we are are unable to fulfill order via phone or email at this time.

  Thanks,

  Aosom Canada.

  Customer Answer

  Date: 31/03/2023

  Sorry that you closed my complaint, as of to day the issue really has only been somewhat
  resolved, if you can say that.
  
  I needed my greenhouse, so I had to order elsewhere, Costing me a lot more, $599.00
  for the greenhouse and had to pay $200.00 for shipping, All because of this ***** **, not
  fair to me, especially in these economic times, This should have been corrected a lot earlier
  by the co. themselves.
  
  Now, I did order my small greenhouse from them, *****, through **** ****, and it did
  get shipped, but, instead of shipping through *** ****, directly to the Whitehorse store, 
  It was shipped through ****** **** , costing me shipping.
  
  So, no at this point I am not happy with the extra $410.00 that I had to spend to get what I
  wanted, and all the extra time spent on the phone for one and a half months, my time at 
  the computer, All in all my work days are as everyones, 7.5 hours a day = 37.5 a week
  x $23.75 an hour = $ 890.625 a week x 6 weeks = $5,343.6
  
  So, $5,343.6 in wages and 410.00 in extra expenses = $5,753.6 a total cost to me
  that was unnecessary and frustrating to say the least, I am seventy years of age and 
  disabled, and should not be put through the wringer this way.
  
  This consumed my life for one and a half month, Yes I deserve compensation. 
  
  Would appreciate compensation to satisfaction, that they should have provide as
  they advertised.
  
  The company that I did finally order from, prepared, and shipped, and delivered, 
  happy with them.
  
  ****** ** *******

  

  Business Response

  Date: 10/04/2023

  Hello,

  Thank you for the email.
  Sorry about the experience. As previously stated, we were having technical difficulties. Nonetheless, you purchased from elsewhere. additionally, it was your choice to wait and continue to make multiple purchases given that you wanted to benefit from the price point that we have. We do not believe that we treated you poorly as previously stated there was a technical difficulty. 
  Additionally, we had to work something out with ******* to make the order possible since Whitehorse was outside of our delivery area. 
  
  The purchase has already been fulfilled. Unfortunately we cannot provide you with whatever compensation that you are asking for.
  Again, we apologize for your experience with us and we thank you for your business.
  
  Regards,
  Aosom Canada.

• Initial Complaint

  Date:15/02/2023

  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 shed from them. In the description, answered in questions, it clearly says the amount of snow it can withstand. I had the shed for one winter and it caved in on top of my atv and ride on lawnmower. The snow wasn't even that much, and the cheap shed from the lying company fell inwards. I let the company know , and they didn't care. They just said it's past the 90 day warranty date.
  But if I bought it in summer, how would I know they lied about the product during winter?

  

  Business Response

  Date: 24/02/2023

  Hello,

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

  As per Aosom policy and stated in the website, we have 30 days return policy and 90 days of warranty. The product was purchased back in June 2022 and warranty was expired back in September 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: 24/02/2023

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

  The listing for the purchase clearly said that it holds up a certain amount of snow.

  The whole shed caved in with way less weight 

  Even though the warranty is done, the product information lies to the customer and doesn't hold up to what it Said. This couldn't of been known until winter, which is well after the purchase. 

  Even if the warranty doesn't hold up(sorry for purchasing at the wrong time?), Doesn't mean that the company should get away with lying to customers about what they purchase

  The product did not do as what it said, and I wasted 1500$ on this crap product that the company completely lies about.

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

• Initial Complaint

  Date:14/02/2023

  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 an ******** ****** from the seller and it represents a serious safety issue to any person who will use it.

  

  Business Response

  Date: 23/02/2023

  Hello,

  As per our previous email on February 1st, we have advised that Aosom policy stated on the website that we have 90 days of manufacturer warranty.

  The product was purchased back on June 10, 2022 and customer reached out to us in February 2023. Therefore it is no longer covers the warranty since that it was expired in September 2022.  I hope this is clear and we apologize for the inconvenience this may have caused.

  Thanks,

  Aosom Canada.

  Customer Answer

  Date: 07/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response for two reasons: I bought the item on June 10th and then requested a return on June 22nd, which was approved (***** ** *** ****** ****).
  Second, the seller did not want to accept the item so it was return back to me by the shipping since it was unclaimed by nobody.
  This product represents a serious safety issue to adults and children because it could harm anybody who would stand next to it, it is not stable and has metal bars not protected nor covered. I will keep fighting for this matter until Health Canada will take over this serious safety concern.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 15/03/2023

  Hello,

  Once again, I’m very sorry to hear about your experience
  and appreciate your patience.
  However, as
  stated from the previous email. We do not cover out of warranty product
  regardless what the situation might be.

  Additionally, given there was storm or server weather, I regret to inform you that we do not cover extreme weather condition.

  Once again,
  thank you for your business and unfortunately, we cannot process a refund.
  Regards,
  Aosom
  Canada.

• Initial Complaint

  Date:08/02/2023

  Type:Sales and Advertising 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 garden shed for almost $1600 and it collapsed with first snow.
  
  I bought it because of false and misleading advertising. It claims that their shed is durable and weather resistant. It’s FALSE.
  
  ** ** ******* ***** ** ******* ** ***** *** ********* ********* ************ ********** ********* *** ******* ************ ******** ********. **** ***** **** ** * ****.
  
  Aosom ********* sold a defective-by-design shed for use in Canada that they knew for fact wouldn’t survive Canadian winter.
  
  Aosom received huge number of complaints about it so they knew perfectly well but continued to sell this defective product. **** ***** ** ** **** *** **** ********** ** *****
  
  Aosom warranty also seems to me as if it is designed to be *********. They know perfectly well that almost nobody would assemble a shed in the cold rainy months preceding the winter when the first snow starts. So by the time their shed would almost certainly collapse under the snow, their “warranty” would for sure expire-by-design.
  
  **** * ***** ******** ** **** *** ***** ** ******** ******** ** ** **** ***** ** *** ****** ** * ****.
  
  A 90-days warranty for a multi-year use product is *********, useless, unfair, ********* and unreasonable. It’s shorter than even one full weather cycle. Which is shorter than one full use of the product. And of course it’s not a little honest mistake. Aosom knows about it for years through a lot of complaints. *** **** ********* ******** **** *********  I feel that I was ******* and ask for a full refund.
  
  Alternatively, I’d be ok with another resolution if Aosom sends me another shed of identical size, green or grey at no charge and without asking me to send the damaged one back. I am willing to invest more to hire a contractor to reinforce the new one.

  

  Business Response

  Date: 24/02/2023

  Hello,
  We are truly sorry to hear about what happened to the item.
  As per Aosom policy and stated in the website, we have 30 days
  return policy and 90 days of warranty. The product was purchased back in July 2022 and warranty was expired back in October 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: 24/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because there is nothing new in it and it does not address the main issue of the company's *********** business practice, ********** *** ********* advertising, knowingly selling the products "not fit for the purpose" and breaking consumer protection laws, such as Sales Of Goods Act.
  
  
  
  Sincerely,
  ****

• Initial Complaint

  Date:23/01/2023

  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 bought a rowing machine Dec20 2022 Order#**********
  The the plastic fan is broken in half and it’s not us able anymore. I am really disappointed with the money i spent vs the poor quality i end up with.I am requesting a full refund on the product with no shipping fee!

  

  Business Response

  Date: 31/01/2023

  Hello BBB Team,
  

  Thank you for forwarding this complaint. 

  After reviewing this complaint, we've contacted the customer directly and we will provide them a return label.

  We would be asking for the customer to repackaged the item in the original packaging and to put the return label on the box.

  Courier will be picking up the item from their location. Once the item is returned back to our warehouse, the refund will be returned to the original method of payment

  within 2-3 business days.

  Thanks,

  Aosom Canada. 

  Customer Answer

  Date: 02/02/2023

  
  
  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:23/01/2023

  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.

  Dear Sir or Madam,
  In June last year I purchased online from Aosom Canada the heavy duty carport.
  It served me very well through the summer and through the fall.
  But the product couldn't survived the beginning of the winter. As you can see in the attached photo.
  I contacted the Aosom's customer service asking for replacement or refund but there is "no" for both.
  The Aosom's customer service agent claims that the product has 90 days manufacturer warranty, which has expired.
  I'd like to ask you to use your influence and advise Aosom Canada to respect some basic consumer rights.
  I'd appreciate you helping me, please.
  Sincerely,
  ******** *****

  

  Business Response

  Date: 31/01/2023

  Hello BBB Team,

  Thank you for forwarding this complaint. 

  We have advised the customer that our warranty for the product is 90 days. They've reached out to us in January 2023, 2 months after the warranty has ended. Therefore it is no longer under the warranty policy. I have ******** * ********** ** the description of the item that the canopy can shield only from light wind, rain, and dirt from above. The canopy was used during winter and accumulated heavy snow and destroyed the canopy.  Unfortunately, we are very sorry unable to proceed with replacement or refund request. 

  Thank you for looking into this.

  Best Regards,

  Aosom Canada. 

   

  Customer Answer

  Date: 02/02/2023

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

  The item is described as "heavy duty".  It has been purchased in June so during 90 days of warranty there is no snow fall in most of Canada.

  Aosom attitude is unprofessional and should be removed from the market place. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:03/08/2022

  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.

  We purchased a 10x20 canopy on April 13th for a family reunion in July.
  We paid 196.64 total
  
  This is what I sent to them.
  I am writing as we purchased this canopy for a family event this past weekend. In fact, when we arrived at our reunion, many other families had your tent as well. We set up last Thursday and went to our motel. The next morning, after overnight rain (no wind), our canopy was collapsed. The frustration was real as the canopy was lengthy in putting up. We thought it might be salvageable but the top plastic couplings had split causing the top to collapse and then the side bars broke as well. So disappointing! Especially when 3 identical canopies near us were fine!
  
  I've attached photos of the damage. We feel that we were sold a defective canopy.
  
  We are writing to request a full refund. You have our credit card on file.
  
  Their reply is that we were 1 day over the 90 day warranty. Our issue is that on our first time using the product it failed terribly and we are only glad no one was hurt.

  

  Business Response

  Date: 10/08/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Hello,
  Thank you for your valued feedback.
  
  Upon further investigation, we have not found any evidence of this communication "Their reply is that we were 1 day over the 90 day warranty" - please forward it to us if possible.
  
  In any case it is really unfortunate that at the time of your parts request that we were unable to approve a parts replacement or refund. According to our records, your order was past the returns & warranty period for both those options.
  
  Please note our warranty policy as stated on our website, see excerpt as follows: ("any communication past the milestone marks of the warranty (30-day mark for REFUND and 90-day mark for PARTS) are not covered by this warranty".)
  
  Therefore the original decision made by our customer service dept will stand.
  
  We appreciate that you feel that we did not live up to the level of customer care that we pride ourselves on in this case.
  
  And for that we truly apologize for any inconvenience caused.
  
  Aosom Canada Inc.
  Customer Care Team.
  
  
  Consumer Response /* (2000, 7, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:27/07/2022

  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.

  Purchased on March 20 2022, picked up shortly after
  
  Kept in boxes for a month until warmer weather
  
  Cushions stored in shed and only out when in use
  
  After approximately 14 days out extreme fading
  
  Underneath is still darkngray and top is white
  
  Contacted vendor will not do anything

  

  Business Response

  Date: 11/08/2022

  Hello,
  
  
  
  Thank you for your valued feedback.
  
  
  
  It is really unfortunate that at the time of your parts request that we were unable to approve a parts replacement or refund. According to our records, your order was past the returns & warranty period for both those options.
  
  
  
  Please note our warranty policy as stated on our website, see excerpt as follows: ("any communication past the milestone marks of the warranty (30-day mark and 90-day mark) are not covered by this warranty".)
  
  
  
  We appreciate that you feel that we did not live up to the level of customer care that we pride ourselves on in this case.
  
  
  
  And for that we truly apologize for any inconvenience caused.
  
  
  
  Aosom Canada Inc.
  
  Customer Care Team.
  

  Customer Answer

  Date: 11/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  The product is terrible looking and completely bleached, the fabric must be deteriorating. For having it outside for 2 short months with cushions being put away when not in use for $1000 is not standing behind your product, no matter what the warranty.