Fizza Jafri

Review of Appliance Canada

We had to use Appliance Canada because the applian...

We had to use Appliance Canada because the appliance package was already a part of the purchase price that we paid to our builder. I highly recommend Canadian Appliance or any other company if you have a choice of where to purchase your appliances. It was an absolute nightmare dealing with them and I will be filing a compliant with BBB and exploring any other avenue to ensure there are consequences for this poorly run business.

We wanted to upgrade, like most people, from the basic appliance package and were happy to pay the difference. As soon as the purchase of our house was finalized, we tried contacting Appliance Canada to place our order for months with no response. We finally received a response to come in for an appointment closer to our move in date.

We finalized our order quite quickly as we had already done our research. We were told by the sales rep, Victor Kao, that we could not make the payment on the same day we finalized our order because he needed time to "process" the order. He also assured us the appliances would arrive by our move in date. He told us to contact him later that week to make the payment. We had to chase Victor for weeks before we could finally make the payment.

On our move in date, we received our washer, dryer, and fridge. We received a dishwasher in the wrong finish - all of our appliances were stainless steel and despite explicitly discussing the finish of the dishwasher and how it had to be an exact match to the rest of our appliances with Victor, he somehow managed to order black stainless steel instead of stainless steel. The delivery person had to take the dishwasher back and notified us the stove was not a part of the delivery.

We chased Asad Khan at Appliance Canada for over a week to get new delivery dates for our dishwasher and stove and to get a loaner stove. We had to spend money on takeout this entire time. After this, they missed the delivery date on these 2 appliances multiple times. One time, they scheduled it on the Saturday of a long weekend (when we could have been spending time with family) and despite confirming with them multiple times ahead of the delivery and multiple false promises from Asad, they never showed. I could not get in touch with Asad that day even though I asked to. The customer service rep I spoke to had no idea what had happened and refused to answer whether or not it was arriving until the end of the day, telling me she spoke to Asad but could not connect me to him and that somehow they failed to load it onto the delivery truck.

We finally received all our appliances several months later after many such experiences and false promises. The delivery person damaged our hardwood floor. When we asked them to use something to protect our floors, they did not have the proper equipment.

Asad kept blaming our experience on the pandemic when it was clearly due to the incompetence of their staff. Their sales rep ordered the wrong dishwasher and had he not taken so long to take our payment, I think the order would not have been delayed so much. Furthermore, Asad should have notified us ahead of our move in date that the stove was not arriving so we could make other arrangements or offer us a loaner. Instead, we had to chase him for a loaner and for updates while he avoided our calls to a ridiculous degree. He assured me that we would be compensated for our troubles but we have received no compensation to date. Asad and Victor are terrible.

Not to mention their phone system has the wrong hours for their customer service office and always routes to the wrong department. I cannot imagine how they are still in business. I see positive reviews here but they must either be fake or from customers who purchased directly from Appliance Canada. Maybe they only treat customers received through builders poorly but that is a terrible business practice because we paid a significant amount on top of the builder for our upgrades and I have made sure everyone I know does not buy from them in the future.