RONA+ Pickering — Attraction in Pickering

The only reason I chose one star, is because zero star was unavailable. In March of 2019 we decided to renovate our main level floor. This is our second renovation, and to this point we remained Lowes loyal. We chose laminate flooring that was on sale. I went to the Pickering location and the manager on duty assisted me. We got into a discussion regarding my project, and what it would take to complete. The manager informed me he had a couple of skids returned, and would sell some of that flooring to me for a discounted price. He also mentioned that some of these pieces would be damaged, as the boxes and been opened and transported. I asked the reason for the return, and was told the customer changed their mind, and went with another colour. I took four boxes of the damaged return. The following day I had a contractor assist me with installing the new floor. As we we got into the boxes that had previously been returned to Lowes, my contractor immediately stated that it was clear this product had been installed and removed. He also stated that all the seems appeared to be broken, weak, or completely missing. We used these pieces for end cuts, closets etc. A week later the seams underneath my furniture legs began to break. I immediately called Lowes and spoke with a manager. He stated it was not his department, but would open an investigation and inform the appropriate manager. He told me I would be contacted in two to three days. The following Monday I had not heard from Lowes yet. I called again, and spoke with a different manger. He stated he had no knowledge of my complaint, but was confident it was being addressed. He took my information, and told me someone would contact me. The following Monday I still had not heard from anyone at Lowes. My wife called this time, and spoke with the flooring manager. He informed her that he was aware of the complaint, but had not heard from the supplier yet. He told her he would get back to her when he heard from them. Two weeks later my wife received a call from the same manager, who requested pictures and specific details of our complaint. They were sent to him the same day. Weeks later the flooring manager called my wife again and stated that the supplier wanted to attend our home and inspect the floor. My wife arranged a time and day. The day and time arrived, and my doorbell rang. I answered the door, and two men walked into my house. One was wearing a Lowes shirt, and the other was not. Neither man introduced themselves to me. The man doing the inspecting asked to take pictures. I allowed this. He was unable to find an uneven surface with a level. He took a humidity reading that passed. He then pointed out that he felt the floor was too close to the wall, and would cause problems down the road. He then bounced up and down on the area that had come apart at the seams, and stated there was a void below the area. I explained to him that he was absolutely wrong, and the seams were popping throughout the room - not just in that area. The inspection was concluded and both men left. Weeks later my wife was contacted by the flooring manager who informed us the supplier concluded it was the homeowners fault, and not the fault of the product. SHOCKER!!! The supplier did however offer us two free boxes of laminate flooring for our troubles. Now we only spent around $1000 on the floor. Lesson learned for us. You get what you pay for. 8 months later we have yet to pick up our two free boxes, and nobody at Lowes has inquired as to why. I assume that someone there knows that two boxes of laminate are useless unless we remove the entire floor to replace the damaged boards. We were loyal to a fault with this company. We now spend our money at Home Depot. Simple customer service would have been sufficient. I didn't expect a refund. I expected a compromise. Less than $1000 has cost the company several thousand in lost business. Not a monumental loss, but I have a feeling we're not their only...

This morning, I set out to return a leaf blower I had purchased online and picked up at Rona Whitby. Since I was heading toward Pickering, I created an online return request, as Rona’s policy clearly states that returns can be made at any location listed in the store locator. I received an email confirmation with a return slip and proceeded to the Pickering store.

At the returns desk, I was greeted by Becky. I explained that I had created an online return and brought the item unopened in its original packaging. I also mentioned that I ended up not needing the leaf blower, as I purchased a full gardening set elsewhere. The return was well within the stated return window (until May 31, 2025).

Without explanation or permission, Becky immediately took a blade cutter and opened the sealed box. After which she began processing the return, she asked for my order number and switched between two monitors, appearing confused. Meanwhile, right beside me, another customer was returning an Artika LED light. Haydon, another associate, processed his return smoothly—he simply accepted the item, did not open it, and placed it on a cart behind him without any issue.

After some time, Becky informed me that the barcode on my product didn’t match what was in their system, even though the product was clearly the same. Haydon reviewed the item and confirmed it matched, suggesting that the refund be processed. Despite this, Becky moved to a third monitor and then involved Coleen, who appeared to be a supervisor or so.

Rather than resolving the issue, Becky and Coleen tried to persuade me to return the item at the Whitby location instead, citing potential issues with their inventory system. I was already feeling uncomfortable and singled out at this point, and I politely but firmly explained that this was not my problem—especially considering Becky had already opened the sealed box without even scanning the return slip that I must have mentioned several times. Their suggestion that they could simply tape it back up and send me elsewhere was unreasonable.

Eventually, Coleen processed the return but walked away without telling me it had been completed. It was only after Becky asked her that she turned around briefly to confirm the refund had been issued, and then continued walking off. I thanked Becky, confirmed the refund email, and left.

This experience left a bitter taste. What should have been a routine return turned into a frustrating and, frankly, demoralizing interaction. The stark difference in how my return was handled compared to the other customer’s return was not lost on me. I strongly believe this store would benefit from training in professionalism, customer service, and especially unconscious bias.

This was my first and last visit to Rona Pickering. I expect better, especially in Canada, where we pride ourselves on fairness...

Out to lunch!! I bought a 5 piece wicker patio set Friday night. Of course I checked it all out for defects and was satisfied that the display was not damaged. Realizing that I was driving my Jeep I made arrangements to take the chairs and pick up the table the next morning. Next morning it took 43 minutes for 3 different people to find my table; when they brought it to me it was damaged. The department lead informed me that I had purchased the display model and should expect defects. As stated I had checked and there were no defects when I purchased it. After some haggling he offered me another table straight out of the box...I told him I took the chairs the night before; so they openned the box and gave me the table (unassembled) and a sheet of screws. Once home I began to assemble the table and realized they had given me the wrong screws...so I had to go back to the store. I informed the same girl that was helping me earlier that they had given ne the wrong screws. So called someone one her phone then informed me they they dont have any extra screws for the tabke that they had just sold me. I told them that this table just came out of the box, the screws must be there...so they sent another guy back, he's gone for 15 mins so I ask what was going on. When the girl called him it was clear that he had moved on to another task and forgotten about me...He told her he could not find any extra screws and that I needed to contact Allen & Roth (their vendor) to get them myself. So I asked the girl to call her manager to nake sure that they was his advice also. I could not believe my ears when he said that I needes to contact the vendor myself fully knowing that the screws I needes were sitting in the same box that the rest of my stuff came out of. I could not believe he was brushing me off like that. It just so happened that another guy who helped me first time iin the morning noticed me and knew where the screw were and finally I was on my way and didnt need to contact Lowe's vendor myself. Could you imagine that? Thanks for your purchase, We have your money now, and if you want to put it together contact the company who sold it to us!! I guess life has its highs and...