Home & Garden RONA

Rona Shopping Guide: An Informed Shopper's Perspective

Why You Should Visit

• For exceptional customer service: You'll find that some staff members are genuinely helpful and go above and beyond. Tommy, for example, has been known to assist customers with heavy items, even offering Merry Christmas greetings, highlighting the caring service offered.
• For assistance during home renovation projects: The location offers trained staff willing to assist customers, even novices, with their renovation projects. They provide demonstrations, offer insightful guidance, and help you understand what you need.
• For deals on demo units: Shoppers can expect the possibility of getting a discount on demo units. In one instance, a customer received a $10 discount on a demo unit.
• For solutions-oriented customer service: Ravleen at customer service has been known for helping resolve issues related to online transactions. John, an employee with glasses, has been known to help with specific hardware requirements.
• For some staff members that go the extra mile: Some staff, such as the "ever-smiling, oriental lady" at the checkout, are known for providing positive experiences.

Why You Might Consider Alternatives

• Inconsistent stock levels: Be aware that the location may not always have the same stock as other stores for certain building supplies.
• Potential for online order issues: You may encounter problems with online transactions.
• Poor Customer Service Experiences:
  • Rude or Unhelpful Staff: You might experience rude behavior from employees such as Rory at the cashier. There's potential to encounter employees who are not accommodating or provide a "no" answer to your questions.
  • Lack of Assistance: You might struggle to find staff to help you on the store floor, especially after supper time. Staff may give a "half hearted" look at shelves and return to their group.
  • Difficulty Finding Items: If an item isn't on the shelf, staff might tell you they don't sell it, even when the website indicates stock.
  • Unwillingness to help: At the customer service counter, you might find staff unwilling to help. Some employees have been observed as appearing to be waiting to say "no" before a customer has finished asking a question.
• Inconsistent inventory quality: You might find that lumber is twisted, cracked, and bowed.
• Issues with Refunds/Exchanges: Be aware that the store’s policies regarding returns and exchanges for damaged items might require you to make an additional purchase at full price.
• Poor Communication and Waiting Times: You might experience long wait times and being cut off when trying to contact the store by phone.
• Operational Problems:
  • Store Opening Delays: Be aware that the store may not always open on time, causing delays for early shoppers.
  • Washroom Issues: The washrooms are reportedly not cleaned well and require maintenance.
• Pricing Issues: Be prepared for potential resistance when requesting price matching. Staff might require manager approval for price matching.
• Potential for Misinformation: Staff may not be properly trained, leading to incorrect information.
• Poor Online Order Fulfillment: You may encounter challenges when the store does not have a record of a previous phone call, and the items can't be located.