United Canada Inc — Local services in Richmond Hill

Update 03/03/25 I wrote the original review 1-2 weeks ago. The new sofa was delivered on 02/28/25, and I was pleasantly surprised that the entire sectional was replaced, not just the piece with missing storage.

They also threw in a rug for the long wait.

Updating this review to 4 stars - would like to see more transparent communication in the future but thank you for resolving.

(Original review)

Buyer beware. Make sure you ask for details of exactly what you’re purchasing with this company, every detail.

I made this mistake when I purchased a couch from them at The Ex back in August. The rep (Adam) had written everything down, put the order in in front of me and just sent me an invoice. I didn’t think twice about it, because we had just gone through the details of my order.

Fast forward 6-8 weeks, the couch is delivered and I realize the custom product wasn’t exactly what I ordered. What I thought I had purchased came with storage, which was the ONLY reason I agreed to a $3K+ sofa. It was the ONLY reason I even stopped to look at it in the showroom - I usually walk past all of that in the Enercare Centre.

After some back and forth, I was told that because they didn’t share details of the order with me, they would replace the sofa with what I had wanted. I was given another 6-8 week timeframe - this was in late October.

December rolls around, I follow up - I’m told mid-January.

January rolls around. I’m told February latest.

At this point, I’m asking to speak to a manager. Takes over a week to get one on the phone, they explain the delay, and tell me it’s mid-late February for delivery. When I ask for them to share details of our call over email, an order number, anything to confirm that my sofa is in fact coming and the details are accurate. They agree, but the email never comes.

It’s mid-February, and now they’re saying early-March.

Worst part is, I’ve been asked to keep the sofa I currently have in pristine condition so they might resell it when it gets back to their showroom.

So not only have I been waiting 6+ months for my actual sofa, I can’t even enjoy the one I have.

Where is my sofa, United Canada?

(I will update this review when I...

UPDATE: After posting this review, the company called me and spoke to me directly apologizing for what happened. She assured me that what happened over the email correspondence isn't normal for their company and admitted their mistake. They ended up issuing me a full refund which is greatly appreciated since I was forced to order the product elsewhere due to the delay. My husband has cancer and waiting a month for a product I expected in a few days wasn't possible. I decided to come back to this review and change the star rating from a 1 to a 4. I can appreciate a company that reaches out personally to right their mistake. This shows me how good of a company they are. Thank you!

I ordered a product on September 6th to be shipped to me. I ended up finding the product locally and since I hadn't received a shipped notification I emailed them to inquire about cancelling the order on September 11th. That seemed to have triggered them to get the order processed because I received a notification hours later that my item was "shipped" although according to the tracking information a label was only created. I let it go at that point and figured I'd get my product in a few days and I'd just take the loss because clearly they didn't want to help me by cancelling my order. Weeks went by I didn't receive the product so on September 29th I emailed them again saying I never recieved the product and I would like a refund. October 1st they replied and told me since the item was shipped on time they would not give a refund and sent me a link to their terms and services. I replied with a screenshot of the tracking information showing a label was created September 11th but the package was never handed over to Canada Post and I told them the item indeed was not shipped on time and they still had it in their possession. Conveniently on October 2nd the tracking was updated showing they handed the package off to...

I had an absolutely wonderful experience with United Canada, and I especially want to thank Adam for making the entire process so smooth and enjoyable. From start to finish, he was a true professional—kind, responsive, and genuinely helpful.

I was searching for a very specific dining table size, and Adam went above and beyond to help me locate exactly what I needed. Since I wasn’t able to see the product in person, he took the time to send me detailed photos and videos, walking me through every aspect of the table. He explained everything clearly, was completely honest and transparent, and answered all of my questions quickly. His patience and attention to detail gave me total confidence in my purchase.

On top of that, I opted for the white glove delivery service, which I highly recommend. The delivery team, Kyle & Ali were fantastic—they gave me a courtesy call when they were about 20 minutes away, and when they arrived, they were incredibly polite, even asking if they should remove their shoes before coming in. They carefully brought the table right into my kitchen, set it up perfectly, and made sure everything was exactly as it should be. Their professionalism and kindness really stood out.

The table itself is absolutely beautiful and looks perfect in my space—exactly what I envisioned. I couldn’t be happier with the product, the service, and the overall experience.

I would recommend United Canada and Adam without hesitation to anyone looking for quality furniture and excellent customer service. Great store, great product, and truly outstanding service from...