Canadian Appliance Source

I dealt with the company two years ago and it was a disaster, but I thought that I would give them another chance. But no, another disaster. (The only reason that I dealt with them a second time was the fact that they were the only dealer who had the product that I wanted in stock. The problem in both case was the cartage company that they subcontract delivery to, but in both cases they disavow themselves of any responsibility for the subcontractor).

My range caught fire so we are without. Looked on line at their pricing and web site said better "pricing in store for boxing week sales". Went into the Mississauga store to look at specific ranges and were told no the price is the same as they list on line. Also on line it says "Up to 3 years FREE extended warranty". We were told no it's false and misleading and that the sales guy would like to see them take it off the web site.
Somewhat deflated we still looked at the ranges (my gut feeling was to leave, but we didn't) so my mistake.
I then explained our situation (we are without a range) and said that we would take anything as long as it was fast turn around and we would even pick it up ourselves.
Sales agent then told us the unit we wanted was in stock in the Ottawa area and it would be ready for pick up in Etobicoke on December 31st. He brought out a sheet showing me that there was one exactly as we wanted in stock. He said if we purchase it right then it would be reserved for us. We said okay and made the purchase. He told us that it is now reserved and it is ours. He said I will get and email and a phone call on when to pick it up on the 31st..
On the 31st I called the sales agent mid day to say that I haven't been contacted and he said that it didn't arrive due to an ice storm and that it would be in on January 2nd.
On January 2nd I checked my order online and it said "processing". I wasn't sure what that meant and at that time a little window appeared on the bottom of the screen to chat with a Customer Service Rep (CSR).
The CSR asked for my order number and I submitted it and asked if my unit would be ready for pick up that day as promised.
There was a pause and the CSR then said it has now been ordered and should be around 2 weeks!!! My order status on the page now said ordered from the manufacturer.
That can only mean the rep didn't put my order in. I explained to the CSR what transpired with the sales agent what our situation is and the CSR basically said it is what it is...2 weeks.
I said I wanted to cancel my order as that was not what we discussed. The CSR said they messaged the sales agent to URGENTLY call me and I still haven't been called.
My chat with the CSR "timed out" so I had to restart it with another CSR that told me they could see it was ordered today and should 2 to 3 weeks! Somehow in a half hour another week got added on. Again I said to that CSR that I would like to cancel my order so they provided me a link to a form to fill in to cancel. That's when I see that cancelling "FOR ANY REASON" will cost a 25% restocking fee.
Even though it is their fault they want to keep $500 of my $2000 (25%). What if they now tell me it will be 3 months or more??? Yup I would still have to pay the 25%. READ THE FINE PRINT CROSS THAT PART OUT AND HAVE THE AGENT SIGN YOUR COPY. If the agent won't do that don't buy anything.
Now I will go back to the gut feeling that I ignored. This is now officially my fault and I am stuck with my decision.
This review will not help me, but if I can stop 1 customer from buying there it was worth the 5 minutes to type it out.
DO NOT BUY FROM THIS COMPANY! I should have gone big box as we have done in the past.
Sale agent has been in contact with me said an honest mistake has been made. They are now covering the cost of delivery, took extra money off and are expediting the delivery date.
I'm still not pleased with companies policy that ALL cancellations are at the customers expense. If we had of been old at the time of purchase that we would be waiting weeks, we would have bought a floor model at HD or somewhere. We are without a range in winter so hot plate it is for a few weeks.

Ordered a washer & dryer September 3. Was told delivery would be 3 - 10 days. I paid in full. I struggled to get someone to help, as the lady who sold it to me left the company. Someone else said he would help, but he too disappeared. Finally, someone helped and finally, delivered December 13 - DENTED. Over three months. Lots of problems in the meantime. Someone from CAS even disputed what I said to the 'rep' until I proved it by taking a snapshot of the email.
Purchased a beautiful fridge to 'match' the stove I bought from them a year ago. I made a mistake in the colour and they had no sympathy. The rep didn't take any responsibility either. I felt she should have checked to make sure it was the correct one, when I said I wanted to buy the match. I now have a fridge that is not the correct colour match and sticks out 8" over my dining room entrance.
Terrible, terrible customer service. NEVER would I purchase again from them.
ALSO, the rep said they were sending me a $100. Whirlpool VISA card for my hardship. HA. It was a $100 off a Whirlpool product. She said "Sorry, I didn't know that". I got nothing.
End of story. I would pay more and shop elsewhere.

This review is of the CAS Ottawa West Store. Where to even begin. Ok, yes, CAS has deals on appliances, but buyer beware…. It’ll cost you more time and energy in the end due to their complete lack of customer service. They are quick to sell you a product and take a non-refundable 25% deposit and then you are 100% on your own. It’s now been over a month and my order is still not resolved. I’ve sent so many emails and called them so many times - I have lost track. I needed to replace the stacked washer and dryer in our condo… and wanted a store that could offer delivery and install…. seems simple enough? Well, they sure sold me, and I did see some good reviews online so went ahead with the order. The salesman Chris G. was nice enough, but he had no business helping me with the brand I was interested in (Gorenge) because he had no idea about the specs, features or special hook ups. He never followed up to check which hoses and connections were required (because it’s European, It needs special hoses, and a power converter), instead he sold me Whirpool hoses - that were never needed and ended up being kept by the delivery company. I am still waiting for that refund, and we are going on day 36 of this disastrous order! Delivery went initially fine but when they went to install the machines, they realized they didn’t have the right parts, tried anyway and water was leaking everywhere. I cleaned up the mess, then they left the machines propped up on an angle and said they’d be back the next day to fix it. Well of course, that never happened…. Delay, excuse, delay, excuse… days later it’s now a manufacturer issue! No friends - it’s actually a salesman issue - he never ordered that right parts to be sent with the machines in the first place (of course it took weeks to finally figure that all out), but had he - I wouldn’t need to write this review. Every time I called or emailed to report the situation, I got a different person at “customer care” and they’d each have their own spin on how CAS isn’t to blame… until finally one of them admitted it WAS the salesmans fault! Finally a small win, but they took their time, shipping one piece at a time, until I finally had all the parts needed to complete the install. It took over a month just to get those parts… so a month without any laundry. I ended up doing the install myself because I couldn’t wait any longer… looking at the parts it wasn’t hard once I had them all!!!! They refunded the install cost but I’m still fighting them to get the money back for those stupid hoses - which I don’t even have, and never should of been sold to me in the first place. I can’t believe how cavalier everyone from CAS has been through all of this. No call from a manager, no apology from anyone, no offer of an extra discount - ZILCH. So yeah - go there and get a great deal - but sure hope there is no damage, no missing parts and maybe look after the delivery and install yourself…. Since they have multiple stores, maybe some are better than others - but I still say Buyer Beware and I will NEVER shop their again.

BEWARE OF THIS RETAILER brand new appliance never work CANADIAN APPLIANCE Dose not take responsibility . Stay away terrible no one cares
Atri useless take your money and careless
6 weeks since delivery still have not done one load of wash

I regret ever going to CAC! Employees are trained not to inform customers about cancelation policy once they have your money you are ignored and they refuse to help you. I wish I read reviews about them better business bureau has curent alerte against CAS. Do your research even after they give you quote go home think about your purchase and compare prices after you will see their “ best deal only one in stock left” is actually regular price that every other store offers. I included just few complaints from customers and their employees

WHAT A NIGHTMARE! STAY FAR AWAY FROM THIS COMPANY! Their salesmen are rude and condescending, they don't help you once the sale is done, they lack honesty. It has been a HORRIBLE experience.
I went to check on my delivery at the beginning of October and one salesman (not the superstar we dealt with) told me to say a prayer that the wind will blow the right way so that the ship won't be delayed more. WHO SAYS THAT!
THE PRICES ARE NOT BETTER THAN ANY OTHER LARGE CHAIN. LARGER CHAINS HAVE MUCH BETTER CUSTOMER SERVICE. STAY AWAY FROM HERE!!!!

We bought, from Canadian Appliance Source (CAS), a downdraft Kitchen Aid stove to replace our aging downdraft Jenn Air stove. Our salesperson led us to believe that the stove would fit/be compatible with the downdraft vent in our kitchen. This was not the case, and the installation contractors (Quick Contractors) said installation was impossible in our kitchen design. We then discovered from CAS that they have a 25% restocking fee on returns ….. we were never told this during the sales process …… the restocking fee was $800 (and we also paid $100 delivery fee each way, and $100 fee to Quick Contractors). . CAS would not offer any credit on future purchases, so we paid $1100 for nothing! We would NEVER think of using this company again, and recommend everyone stays away from them.

CAS claims their deposit policy is “industry standard”. This is a not true. 5-10% fully refundable deposits are standard. Full refunds from other retailers are given until the appliances are delivered. CAS was unable and unwilling to arrange delivery to me despite promising they could accommodate my condo delivery policies that I outlined to them prior to the sale. They have kept my $700 deposit and have not delivered the appliances. Obviously they have no incentive to deliver since they have my $700. Please do your research before even considering doing business with this company. If there is ANY problem with your order/purchase, CAS will do nothing to correct it. Their customer service staff are condescending and dismissive. They tell you if you don’t like their policies then cancel your order. Of course they keep your 25% deposit. THIS IS A CORRUPT BUSINESS.

CAS has not processed refund after picking up order. So now they have the item PLUS my money. This is a terrible business practice. Do no do business with them