My experience with Appliance Canada was, overall, very positive. My sales rep (Dan) was great - very patient (no matter how many questions I asked and how many times I came in to look at different items, he remained patient), he was helpful, he answered all of my questions with useful information, and he is knowledgeable about the products.
I had done my research before coming to the store and I found that Appliance Canada’s prices were lower than every other store, at least for the products that I was looking at.
After a few months of indecision, I finally decided on a fridge and an oven and made the purchase.
When it came to scheduling delivery, the store provided amazing flexibility. My contractors kept missing the target dates for completion of my kitchen, and it was a huge relief to discover that Appliance Canada offers a great deal of flexibility in rescheduling delivery to future dates.
The delivery process itself was not fun. It is the one aspect of my experience that I did not enjoy. The first challenge is that you have absolutely no choice over delivery times – for example, you cannot request morning or afternoon delivery – you will be assigned a block of time (usually a five-hour timeframe) and you have no choice in the matter. As I discovered, there is no guarantee that they will arrive within that assigned block of time (for one delivery, I was told the delivery men would arrive between 12:00-5:00 p.m. but they showed up at 9:45 a.m., which would have been great if I had actually been home). Also, the store insists that the delivery truck will phone you an hour before they arrive – do not rely on this – for my first delivery, they phoned from my driveway – for the second delivery, they called 20 minutes ahead – and for the third delivery, they did not phone at all. My advice for other customers is that whatever date you confirm for delivery, just stay home until the delivery arrives.
On my first delivery date, the fridge and oven arrived within the scheduled timeframe. The fridge was unwrapped by the delivery men and it looked good. The oven was covered in sticky protective plastic (it’s very sticky and is not easy to pull off – the delivery men did not unwrap it). The store had advised me to examine the products carefully before the drivers left, but the driver wasn’t very patient and I felt very rushed, so I signed the paperwork and he left. Naturally, ten minutes after they left, I noticed damage on two different areas of the oven. I called customer service at the store and they were really great. They offered me three choices, and I chose the option of a replacement oven. The second delivery (the replacement oven) arrived with the same damage as the first oven, and the drivers and I figured out that the problem was with the manufacturer’s packaging (or more specifically, their lack of packaging). The store took it back without any problem and arranged for a third oven, which arrived two days later in good condition. I compliment the store on its policy of ensuring that the customer receives a satisfactory product.
Overall, I was very impressed with my sales rep (Dan) and with the customer service staff (Susan and Robbie in particular). The delivery process was admittedly a nuisance, but the sales and customer service side was so positive that I felt it more than made up for the inconveniences of the delivery experience. I have recommended, and will continue to recommend, this store to others.