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 fromMarie-Josée C
Date: 13/12/2022
1 starMarie-Josée C
Date: 13/12/2022
Horrible customer service. After you buy from them and you have recieved your items just forget trying to get a repair or exchange. Before we bought we recieved a different price depending which salesman answers the phone and if a man or woman calls. My wife recieved a higher price than I did when we called. She even got a higher price on the phone while looking at the price for the exact same product on their website. When questioned, the salesman said the website price is an old price. I do not know how they sleep at night.
Canadian Appliance Source
Date: 01/04/2023
Dear ***********,
Thank you for taking the time to share your feedback.
We regret to learn that your experience has been less than adequate.
Our records show that the issue reported with your ********** freezer was addressed accordingly by our after sales team, who helped initiate service with the manufacturer.
In regards to pricing, please understand that our prices can change on a daily basis, depending on rebates being offered by our vendors.
Moreover, our sales representatives are able to offer additional discounts, at their own discretion.
We do apologize for any inconvenience caused.
Kind Regards,
CAS
Review fromBill J
Date: 13/12/2022
1 starBill J
Date: 13/12/2022
Nov. 12, 2022.
Well where does one start after having 4 fridges deliveried before finally getting one thats not damaged!
Fridge 1 arrived a few days after purchase from the Ottawa location, Jamie was the sales rep.
The fridge arrived with multiple imperfections and small dings as the purchase price was over 2500.00 I didnt expected that. Delivery guys tell me that I have to call customer service and report my findings. The delivery guys are just contractors and not CAS employees. So I call CAS customer service, I'm told to fill out a form and take pictures of the damage and submit the form back to CAS. Also told not to plug in the unit or use in any manner as this would void the return/exchange policy. I'm also told it will take a few days until my case is reviewed. Seriously you deliver a banged up fridge and I'm left doing all the leg work, plus I have to store in my kitchen for free as the delivery guys wont take it back?
Seven days later the case is resolved and a new replacement is on it's way. The until arrives and it too is dented. So the entier processes has to be redone. Fill out form take pictures and submit for approval. Customer service is none existant at this company, there are apparently no managers etiher as I requested to speak to one multiple times to ensure the tird fridge comes without damage.
1 week later 3rd unit arrives dented, follow steps from previous 2 units form, pics resend for approval. at this point I'm done with the model purchased and decided to upgrade to a more expensive model, CAS does not help cover any of this cost. Keep in mind I purchased the original unit 15 Nov. and it's not until the 9th of Dec I final got a fridge. It to has a few minor dings but I cant live without a fridge any longer. *** **** ** ** **** ** * ****** *** **** ******** **** **** **** **** *** ******** ***** *** ********** ** **** ***** ** ** * ***** **** **** **** **** ***** ** ** ** ********* ***** **** ******** ***** ***** ***** **********Canadian Appliance Source
Date: 01/04/2023
Dear ****,
Thank you for taking the time to share your feedback.
We regret to learn that your experience has been less than adequate.
Please understand that CAS receives all appliances factory-sealed from the manufacturer.
As such, it is impossible for us to know if an appliance is damaged.
This is why, if reported on time, we will ensure it is addressed under the appliance's cosmetic warranty - hence the exchange for you.
We did our due diligence by ensuring that a new fridge was sent out each time.
However, if a customer decides to upgrade to a different model, CAS would not be responsible for the price difference - and in the same way, if the appliance was less expensive, we would process a refund for the customer.
Kind Regards,
CAS
Review fromRenee G
Date: 06/12/2022
1 starRenee G
Date: 06/12/2022
* ***** **** ** ***** ** **** *** ** ******* We purchased all new appliances however, we had to return the microwave (prior to using) as it did not fit the dedicated space in our newly renovated kitchen. This was in September '22.
Despite connecting with the store and the sales rep. on numerous occasions we have still not received the refund as arranged. We had been told 5 - 7 days after the return of the item the refund money would be flowed to us however, this has not happened despite our prompt return of the product within the required timeframe. Today I have contacted customer support and was told that the refund would not be flowed to us until the order is completely delivered. We are still waiting for the refrigerator which was supposed to come in December however this has now been pushed back to February which isn't an issue. However, telling us now (December 6, 2022), after approving the return on October 7th 2022, that the refund will have to wait until after the fridge is received is not only contradictory to what we had previously been advised, it is simply not acceptable. This practice is not referenced in the return policy in any way and I would like to understand how I would have been informed of this prior to making the purchase? I was very disappointed that I was denied an opportunity to speak with a manager when I called Customer Care and am absolutely flummoxed that this company doesn't seem to have an escalation procedure for this. Clearly customer service, experience and satisfaction are not priorities for this company. Customer care suggested I cancel the order for the fridge in order to receive the refund now which again, leaves me a total loss as to the business model. They would prefer I cancel the remainder of my order (which is valued at approx. 1500 dollars) just to avoid sending me the 300 dollars for the microwave??? And we are left with no confidence that we would ever see the refund for the fridge. ** *** **** ** **** ******Canadian Appliance Source
Date: 28/03/2023
Dear *****,
Thank you for taking the time to share your feedback.
We regret to learn that your experience has been less than adequate and about the miscommunication in regards to your refund.
It is true that we would normally process a refund after the whole order has been delivered, but it is a fairly reasonable request that this be processed earlier given the back order.
Our records show that you spoke with a resolutions case manager who cleared up the confusion and had this processed for you.
To further clarify, the refunded amount reflects to a customer's account 5 to 7 business days after it has been processed on our end - this is a delay which is not controlled by CAS but by the card provider.
We sincerely apologize for all the inconvenience caused.
Kind Regards,
CAS
Review fromLeena M
Date: 03/12/2022
1 starLeena M
Date: 03/12/2022
We replaced the fridge, stove and dishwasher. We were told when we purchased in November there would be no issue receiving the new appliances by April (estimated end for our kitchen Reno's). So we sold our appliances to avoid storage. The appliances were supposed to come in 1 delivery they came in 3. We were forced to pay an extra $90 to have the last item delivered because they were not available together. We had to live 3.5 months with out a fridge and 7 months without a dishwasher **** * ***** ********. The worst part was our phone calls were never returned. Emails were answered very briefly. We were brushed off and told it was beyond their control. I completely get that but we waited over a year for a appliance we paid for in full and they refused to have it delivered without us paying extra.Canadian Appliance Source
Date: 24/03/2023
Hello *****,
Thank you for taking the time to leave a review.
We would like to wholeheartedly apologize for the experience your experience with us.
Would you please kindly contact our After-Sales Team at **********@*****.ca to provide your order number so that we can address your concerns directly? Unfortunately, I cannot find an order under the name provided here.
We will be happy to assist you and ensure this gets resolved.
Thank you kindly,
CAS
C.AReview fromSteve S
Date: 30/11/2022
1 starSteve S
Date: 30/11/2022
I purchased a floor model high end ** washer, dryer, pedestal washer and pedestal (dryer). They were delivered late and without the proper connecting hoses (various) and connecting clips for the dryer to the pedestal. When I asked for the hoses to be provided, Customer Service and management said it was my fault for failing to inspect the floor model. (The hoses and clips could have simply been left off the truck on delivery / taken out by others after we left the store and so this blaming the customer is inexcusable). Subsequently, the salesperson at first suggested he would give me an installation refund and that I had to source the hose kits and retainer clips locally or from ** - (approximately $150.00+ if they could be sourced at all), The salesperson, in no uncertain terms, at the time of sale had promised all of the parts and hoses were included. Gary G eventually provided some hoses and connectors. I am unable to source a drain pump hose for the pedestal washer - it is now effectively just a pedestal on a several month back order for the hose ($50.00 cost). The installers connected the washer to the pedestal according to the ** instructions site which left us without connections for the dryer to it's pedestal. The salesperson said the installers used too many clips and screws therefore sufficient number of clips had been provided. We were 4 clips and 8 screws short - $73.00 ** cost. Again, this is contrary to the ** site instruction installation video
The customer service (blame the buyer) and the attitude of all at CAS was beyond poor. * ** *** ********* *** ** ****Canadian Appliance Source
Date: 20/03/2023
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 look into your file with our team?
Kind Regards,
CAS
Review fromRobert F
Date: 30/11/2022
1 starRobert F
Date: 30/11/2022
** * ***** **** *** ***** ******** * ******** ***** * ***** **** **** **** * ******** ****. I bought a ***** dishwasher from CAS at 3803 Calgary Trail, Edmonton from Atri D. (sales person). I paid $2,049.00 for the machine and Atri said CAS would use their contractor, **** ****, to deliver and install the machine. The machine arrived with a dented door. I called Atri to say the new machine arrived damaged and asked him to come pick it up and replace it with an undamaged machine. He said he couldn't help me and suggested I contact customer service...which I did. Customer service is "online" and I filled out their form and attached about 8 pictures of the damaged machine, serial number, and packaging. Today I received an email suggesting that a technician could come to the house to "repair" my brand new machine. I was not happy with a repair on a new machine, so I called CAS southside again and was shuffled between sales and customer service. After requesting to speak to somebody who could actually help me, I was told to "leave a message" with customer resolution. Additionally, customer service (Ben) said that they would not be able to replace my machine because it had been installed...by their sub-contractor that CAS charged me for. More voice mails and more frustration. * ***** **** ********* ********* ** ***** ***** ***** ***** *** ********** *** ******** *********** **** **** *********** *** **** ********* ** ***** *********** ***** *********** **** ****** ***** ***** **** **** *** ***** **** ***** ***** They don't believe in customer service and you'll be leaving a lot of voicemails and filling out useless forms. And, their response will be to send a repair technician to fix a brand new, expensive machine.Canadian Appliance Source
Date: 20/03/2023
Dear ******,
Thank you for taking the time to share your feedback.
We regret to learn that your experience has arrived damaged.
However, please understand that we receive all products factory-sealed from the manufacturer.
These are only unboxed after delivery/ pick up.
As such, it is impossible for us to know if an appliance is damaged - this is why, if reported, we will ensure it is addressed under the manufacturer's warranty.
The first port of call will always be service, especially for minor damages, so that you may use the appliance while waiting for service.
However, we can see that our Resolutions Team has assisted you with a return approval and with re-selection options.
The same model is currently on back order from the manufacturer.
Once available, you may contact our customer care team at * *** *** **** to plan the exchange.
Moreover, please be advised that CAS does not charge customers for the installation of dishwashers, as this is not a service that we offer.
We only recommend an installer in your area and the customer may decide if they wish to proceed.
Kind Regards,
CAS
Review fromSanjay H
Date: 29/11/2022
1 starSanjay H
Date: 29/11/2022
Absolutely the worst experience ever.
From lax sales staff to damaged product that they will not return or exchange based on 72 hr time frame.
Had to deal with ****** *** America now for 6 months and still no solution.
Dishwasher leaked due to damage causing cabinets to be replaced.
Never againCanadian Appliance Source
Date: 17/03/2023
Dear ******,
Thank you for taking the time to share your feedback.
We regret to learn that your appliance arrived damaged.
Our records show that on September 12th, our customer care team advised that you fill in our return and exchange form, which was not done.
As such, all issues should now be dealt with under the manufacturer's warranty.
If you are still experiencing issues with the appliance, please reach out to us at **********@*****.ca and we would be more than happy to assist.
Kind Regards,
CAS
Review fromJeff S
Date: 27/11/2022
1 starHad a horrible experience. Purchased a $1800 dollar dishwasher and it was damaged and leaked upon delivery. I contacted the store and was told that I had it so now I had to deal with the warranty through the manufacturer. I asked for manager and was told there are none. I ended up getting it fixed a month later . So I didn't get to use it for a month from when I purchased it brand new. Absolutely no customer service whatsoever. **** **** **** **** ******* **** ******* **** **** *** **** ** ****. I would wash dishes by hand before I would return to this place. *** **** ****** * **** **** *** **** ** ******* ***** ***** ****. I also told them I would do this review during the process of trying to get a replacement and she said you can do what you want,!Review fromAnastasia P
Date: 26/11/2022
1 starAnastasia P
Date: 26/11/2022
** *** *** **** ********** **** ****. We bought an appliance package including 4 different products with extended warranty. 3 of 4 appliances don’t work properly and they have been useless in assisting us with repairs/replacements. The 4th product ended up being cancelled because of indefinite back order.Canadian Appliance Source
Date: 17/03/2023
Dear *********,
Thank you for taking the time to share your feedback.
We regret to learn that your experience has been less than adequate.
Our records show that a senior member of our resolutions team has tried to contact you to follow up on your order today and it unfortunately went to voicemail.
If you are still experiencing issues with your appliance, would you please take a moment to contact us at **********@*****.ca?
We would be more than happy to assist.
Kind Regards,
CAS
Review fromEdward C
Date: 25/11/2022
1 starEdward C
Date: 25/11/2022
Their sales team is great. They listen to your needs and get you the best deals possible.
On the other hand, their CS team crap. They missed the delivery window and when I called for an update, they told me the delivery team will arrive within 2 hours. 2 hours later, I called again and their call centre was offline already. Great! Some advanced noticed here would have been appreciated. I called the next day and they didn't even know the delivery was missed and said the would reschedule the delivery in a week. I escalated and got the delivery the next day - 2 days after the scheduled delivery window.
After receiving the appliances, I noticed the fridge was missing a shelf. Unfortuntely I couldn't inspect during delivery until I opened the fridge later in the day. I filed a replacement through multiple emails & phone calls and now almost 2 months later, still no shelf. During this time they kept asking which part is missing exactly when I clearly comunicated this on day 1. Also on many occasions they asked me to reach out to the manufacturer directly for an update. What's more shocking is the incompetence of this CS team member who can't even count. They told me on Nov 14th the manufacture has sent the shelf and would arrive in 5-7 business days. Again, I emailed the CS team on the 8th day (yesterday) and they responded back saying today Nov 25th is the 7th business day.Canadian Appliance Source
Date: 17/03/2023
Dear ******,
Thank you for taking the time to share your feedback.
We regret to learn that your experience has been less than adequate.
Our records show that, unfortunately, there was a miscommunication with our delivery carrier, which was why the delivery was rescheduled.
This has, since, been addressed to avoid similar mistakes being made.
In regards to the parts, we can see than order was already placed with the manufacturer - however, they are experiencing delays as they need to wait to receive this from abroad.
Please be rest assured that the parts will be shipped to you as soon as the manufacturer receives them.
We sincerely apologize for all the inconvenience caused.
Kind Regards,
CAS
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