Reviews
This profile includes reviews for Canadian Appliance Source's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 389 Customer Reviews
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Review fromJanelle and Nancy N
Date: 24/01/2023
1 starJanelle and Nancy N
Date: 24/01/2023
***** ********* *** ********** ******** ********** The store's policies force you to accept machines delivered with defects. And the After Sales department will feign ignorance in hopes you disappear.
Our new machine arrived defective- it had an abrasive screeching noise upon first use, and we reported this to customer service and the manufacturer within 48 hours. The only response we received was outside the 48 hour reporting window, and it was to just refer us to the manufacturer.
The noise subsided briefly but came back with a horrible screeching three weeks later. We ceased operations immediately. Still within the 30 day window of delivery, we reported this again and had the manufacturer assess. The result? We need THREE major replacements parts - the drum, the motor and the transmission. That's practically the whole machine. We were only given the option to fix the unit because the machine had been installed used. How could we find the issue without installing and using it?
This unit was not fit for sale in the first place, despite having paid full price. It has been a nightmare working with their After Sales department. There is no consistent person to talk to and the response is always the same 'contact the manufacturer.' Well, the manufacturer can't do anything because of Canadian Appliance's policies.
I've been without a washing machine and talking to After Sales for almost a month now. I briefly got one consistent person and after numerous exchanges explaining my situation, sending evidence of the defect and our initial reports to customer service we were assured they would investigate internally and with the manufacturer.
Then, no updates.
Three follow up emails later, I am passed to someone new whose response is 'Call the manufacturer.' No acknowledgement of the 'investigation' that was supposedly happening and no ability to escalate.
If you have any issues - good luck. Customer Service and After Sales are just where they shut you up.
Canadian Appliance Source
Date: 16/05/2023
Dear ******* *** ******
Thank you for taking the time to share your feedback.
We regret to learn about the issue which you are experiencing with your appliance.
Please understand that CAS does not manufacturer these appliances - these are received factory-sealed from the manufacturer and only unboxed after delivery/ pick up.
As such, it is impossible for us to know if an appliance is damaged or defective.
This is why all products come equipped with a manufacturer's warranty.
All product defects are subject to this warranty and, when an issue is reported, the first port of call is, almost, always a service call.
As an authorized retailer, we are unable to take back an appliance unless approved by the manufacturer, and the manufacturer will only approve a replacement if the unit is deemed unrepairable.
Our records show that we contacted the manufacturer several times on your behalf, but they stood by their decision to repair the appliance.
Kind Regards,
CAS
Review fromLarry G.
Date: 23/01/2023
1 starLarry G.
Date: 23/01/2023
You may be seduced into buying an appliance from CAS because in this tight market they somehow actually have stock. DON'T BE FOOLED. If you are unlucky enough to take delivery of an appliance that does not have any visible defects you will instead have bought a huge headache. The first time I used my new ********** stove from CAS I discovered two major issues. The elements heat up nicely, but do not cool down to a simmer for a very long time. In fact after 10 minutes the elements was still blazing hot. I could not use the back element as I would burn my arm. Not even the best chefs could cook with this defect and not burn food. In my estimation this is also a major safety concern. Second issue is the very loud oven fan. The decibels vibrate throughout the whole kitchen, living room, bathroom and hallway. Then the fan runs for an hour after you turn off the oven, and the oven is still too hot to touch. This is not normal. I have since not used the stove.
When I contacted aftersales service and asked to exchange the oven for a more expensive item, I got a major run around. CAS now insists that I have to deal with a warranty service provider as I have used the oven. There was no way I could I know there were these defects without using the oven. CAS has made their profit, and I have paid in full for an appliance that needs repairs right out of the box. I can never speak in person to anyone at CAS. All interactions are via email, and they even apologize for my inconvenience. That is not very helpful. They should not call their department Aftersales Service. They don't stand behind the products they sell. And why should they? they have made their profit on the sale. *** ** ** ***** ** * ******** **** ** *** *** **** ***** ***** ***** * ********** ********* ** * ***** * ***** **** **** **** ******Canadian Appliance Source
Date: 16/05/2023
Dear *****,
Thank you for your feedback.
We regret to learn that your experience has been less than adequate.
Please understand that all product defects are subject to the manufacturer's warranty, which is why a service call was initiated with the manufacturer.
As an authorized retailer, we are unable to take back an appliance, unless approved by the manufacturer.
The manufacturer will only approve a replacement if the unit is deemed unrepairable.
We sincerely apologize for any inconvenience caused.
Kind Regards,
CAS
Review fromSyed R
Date: 20/01/2023
1 starSyed R
Date: 20/01/2023
I bought ***** stove from cas and its delivered by cas, the delivery driver bring the unit inside the house without box. The unit is not good fit in my kitchen so i submitted my return same day its delivered, after 5 days of continuous calling they reply me via email that my return is approved with 25% restocking fees.
I emailed 3 times to waive the restocking fees but not even replying my emails.Canadian Appliance Source
Date: 10/05/2023
Dear ****,
Thank you for taking the time to share your feedback.
We regret to learn that your experience has been less than adequate.
Please be advised that the specifications of all appliances are provided at the time of purchase and it is the customer's responsibility to ensure that that they meet their requirements.
Moreover, our delivery team will unbox major appliances at the time of delivery as part of our white glove service.
Customer's are to request that the packaging be left with them should they have the intention of returning the appliance - this information is made available on your bill of sale.
Kindly note that open-box returned appliances are significantly discounted to be sold as floor models, hence the restocking fee.
Furthermore, when submitting the return the request, you acknowledged the restocking fee.
Our records show that the restocking fee was lowered to 15% to accommodate your request.
Kind Regards,
CAS
Review fromImran S.
Date: 18/01/2023
1 starImran S.
Date: 18/01/2023
Ordered ****** products and others value 32k with the rep jarminder K. who assured in stock products.
Once I paid in full that is where things got interesting and my products that were available to begin with before payment now just appeared to be out of stock but also for a product or two representative advised its not available anymore.
I stayed patient about it and opted for another model instead as advised by the sales agent.
Wall oven and Wall microwave the two products that went on back order which was advised very last minute and assured to be available and delivered by Jan 16. Nearing to delivery one product appeared to be in stock and one product still ended up being out of stock.
Requested the rep jarminder K. to seek manager attention to this delay and out of stock issue as every time I request an installer to come out for a job cost me more money.
When requested to talk to manager and advise me the solution to the problem Jarminder K. decided not to pick up my phone and return a call and instead a gentleman name Dan called and listened to me and at the end just said sorry we can not do anything and the one last product you are waiting on wall microwave you wont be getting it till mod of may 2023.
Upon asking him Mr.Dan who is least interested in consoling the client just simply denied that no manager can return back to me with a call and the product is not going to be available until mid of May 2023.
Dan simply being cocky denied a manager to assist and said your rep will get back to you and did not advise on time frame.
Jarminder K. knows that i have two more houses coming to closing in couple months and worth 60k of appliances were going to be ordered with her and CSA which I won't be placing an order for any more and my friends will also be cancelling orders.
Thank you CSA for an amazing experience.Canadian Appliance Source
Date: 10/05/2023
Dear *****,
Thank you for taking the time to share your feedback.
We regret to learn that your order has been affected by manufacturing delays.
Please understand that all product ETA are provided to us by the manufacturer and we have no control over this information.
While our sales team will offer as much information as possible about estimated timelines, our team may have no way of knowing if a particular model has been affected by an unexpected delay.
Moreover, premium appliances take more time to ship from the vendor.
If you would like to re-select for a similar model in stock, we would be more than happy to accommodate.
Kind Regards,
CAS
Review fromTanya W
Date: 17/01/2023
1 starTanya W
Date: 17/01/2023
***** ******* this company sold me a defective dryer and refuse to exchange it. They assured me it was working, unfortunately I signed the delivery document after being assured the units were good. When I turned on the dryer, it was clear that it was not functional. I was at the store 10 minutes later and told there is nothing they can or will do to rectify the situation, so now I am stuck with a 1000.00 dryer that I can’t use.
The sales person had a dryer put aside to replace it but after sales has informed me that they won’t exchange. * ***** *** ********* **** ********Canadian Appliance Source
Date: 10/05/2023
Dear *****,
Thank you for taking the time to share your feedback.
We regret to learn that your appliance arrived damaged.
However, please understand that our delivery team unboxes major appliances such as dryers and washers at the time of delivery as part of our white glove service.
As such, it is the customer's responsibility to inspect the appliances to ensure that they are not damaged.
Our records show that our after sales team initiated a service call to have the appliance repaired under warranty and this was completed on January 23rd.
Kind Regards,
CAS
Review fromDave W
Date: 14/01/2023
5 starsGreat service. We were able to purchase EXACTLY what we were looking for and at a great price. Delivery was scheduled exactly as requested and we received ongoing updates as to how close the truck was getting. Received notices by text, phone, and e-mail. Delivery was quick and courteous. We have bought here before and we will buy here again.Review fromDenise P
Date: 13/01/2023
1 starDenise P
Date: 13/01/2023
*** **** ***** *** **** ****** Fridge was shown by one salesman and was decided on this ** door in door with ice dispenser and another ice maker in bottom drawer. The salesman turned us over to another to write up the order. Delivery for Tuesday between 3-6. Stayed in all day. At 5:30 we get an automated call saying have the old appliance unplugged and moved and delivery is 30 minutes out. Waiting and waiting but no one shows up. No call back. Next day we are told no one was home. **. In all day and night and we have a front door camera and no one came to the door. Next day they deliver in the evening and it’s the wrong fridge so take it back. The next day the store says that’s the right order number but that is not what was chosen. Since the salesperson selected the wrong number we don’t know that. Now no fridge for over a week. The salesperson is now off for a week and no one else can look after this. Horrible response and no concern at store level. No manager exists so you can just wait until the salesperson returns to work.
Can’t complain enough. How about a refund???Canadian Appliance Source
Date: 03/05/2023
Dear ******,
Thank you for taking the time to share your feedback.
We regret to learn that your experience has been less than adequate.
In order for us to review this matter with our team, would you, please, take a moment to provide us with your order number at **********@*****.ca?
Kind Regards,
CAS
Review fromAnita P
Date: 11/01/2023
1 starAnita P
Date: 11/01/2023
**
I ordered a range hood fan in November online, I was asked to pick a pickup or delivery time. I did but no call came to say item was ready for pickup. I kept getting emails to choose for times and dates for pick up but the item was not even at the warehouse when I contacted them.
After about a week I contacted them and was told the item was still at the manufactures. Again I kept receiving emails about choosing a pickup date and to pay the rest of the payment. I chose a date but no response about if the item was ready for pickup. I called them again and was told to go to "manage my order" to check where my item is. I did that and it showed in was at the warehouse, so I called them back and told them that I can go to pick it up. The agent said no it's at the Vancouver depot so I have to wait until the Surrey office calls me for pickup. 10 days later I contacted them to ask when can I pick up my order and then I was told that it was still at the manufacturer, and it was still showing as a new order and to check back at the end of January. This means that they probably sold that item to someone else. Meanwhile I get emails saying I can pay the rest of the payment. This Company is very misleading in giving their clients the correct information, they don't tell you that they don't have the product when you order it and they keep stringing you along for months. I ordered this item in November. They also say you're not getting your deposit back on your invoice. **** **************, very bad customer service and misleading information given to clients. I'm waiting now until the end of January to see if I get my hood fan that I have paid a deposit on.Canadian Appliance Source
Date: 03/05/2023
Dear *****,
Thank you for taking the time to share your feedback.
We regret to learn that your order has been affected by manufacturing delays.
Please understand that, while our sales team will offer as much information as possible about estimated timelines, our team may have no way of knowing if a particular model has been affected by an unexpected delay.
In cases like this, we usually try to accommodate customers with alternative models in stock.
However, we do sincerely apologize for any miscommunication in regards to the pick up date.
We can see that the unit is now available and you have been contacted by a member of our resolutions team to schedule a pick up date.
The appliance shall be available at our Surrey location on May 5th.
Kind Regards,
CAS
Review fromJackie H
Date: 11/01/2023
1 starJackie H
Date: 11/01/2023
I have had an ongoing issue with CAS and the manufacturer since October 2022 in regard to two dishwashers that were both delivered, installed and did not work. Both dishwashers had the same defect. The manufacturer exchanged the first dishwasher. A repair technician was sent to repair the second dishwasher. The technician stated that the dishwasher cannot be repaired, and the problem is a manufacturers defect.
Communication from the manufacturer has been extremely poor and difficult. As a customer I have emailed and called the manufacturer on multiple occasions to get a resolution for this issue. I was finally able to speak with the manufacturer's customer service on January 2nd. They have indicated that since the dishwasher cannot be repaired, they will be passing resolution back to Canadian Appliance Source and it will take approximately 10 days. As I mentioned earlier, I have not had a working dish washer since October.
I called CAS customer care line today with no further resolution other than a representative informing me that I need to email aftersales to resolve this issue. How am I expected to know this? Each person I speak with gives me a different answer or direction to turn. Why is it that no matter who I call I get the run around.
**** **** **** **** I will never buy from them again.Canadian Appliance Source
Date: 03/05/2023
Dear ******,
Thank you for taking the time to share your feedback.
We regret to learn that your experience has been less than adequate.
However, please understand that CAS receives all appliances factory-sealed from the manufacturer.
As such, we have no way of knowing if an appliance is damaged or defective.
This is why, all products come equipped with a warranty, which is held by the manufacturer - which makes it the manufacturer's responsibility to address any reported issues.
The first port of call, when it comes to warranty, will always be a service call in order to assess the appliance and determine next steps.
Our records show that our resolutions team had escalated your file with the manufacturer and your request for refund was approved on January 17th.
The refund has, since then, been processed back to your credit card on file.
Kind Regards,
CAS
Review fromMichael H
Date: 09/01/2023
1 starMichael H
Date: 09/01/2023
The sales person (Kenana) was great, up until she received our payment and then everything went downhill.
Bought new range and fridge on Boxing Day. Delivery on December 28th.
Delivery was a complete disaster. We waited for well over 5 hours with what was supposed to be a four hour window for delivery. The two men came into the house wearing their wet and dirty boots. They then **** *** claimed my partner gave them permission to walk around my house with wet boots on, which we never did, nor would we. In fact I turned around before I left to find a man in the kitchen measuring the door frame (by the way we had already removed the interior door to make things easier) wearing his boots, he never asked. These two men took the two old appliances out of our home. Brought in the new stove/range and then informed us that they would not bring in the fridge because the one man claimed it was too icy. I have photographic proof that our walkway was completely clear of any snow and ice and had been well salted. They had measured the doorway earlier and knew they didn’t want to carry it in because it required work to remove the fridge doors and they were already behind schedule. So they simply left it on the driveway!!! Not only that but these two men damaged both the stove and the fridge because they were bending them back off the edge of the truck and claimed their lift gate broke earlier in the day. So they were late, ***** ***** **** **** and damaged both appliances.
Then we had the range connected and it did not work. The oven never preheated. They claimed it was not dead on arrival and new parts would be sent for a repair. They completely washed their hands of our issue. There was no service. They had our money and that's all they cared about.
Spent hours on the phone with the manufacturer who eventually, after threatening to take the to court under the Sale of Goods Act, relented and is sending us a new range.
Disgraceful. Never by from CAS!Canadian Appliance Source
Date: 03/05/2023
Dear *******,
Thank you for taking the time to share your feedback.
We regret to learn that your experience has been less than adequate.
Would you, please, take a moment to provide us with your order number at **********@*****.ca so that we can review this matter with our home delivery department.
In regards to the defective appliance, kindly note that, as authorized retailers, we are familiar with the Sale of Goods Act.
By offering to repair the appliance, the manufacturer was honoring the warranty on the appliance.
However, we are pleased to learn that they agreed to replace the unit.
Kind Regards,
CAS
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