James Carter

Review of Canadiana-Whirlpools

This has been one of the worst customer service ex...

This has been one of the worst customer service experiences I have ever had. If I could rate this company a -1, I would. But there is no option for that. I was on the phone for over one hour dealing with Whirlpool Canada , but happened to be speaking to representatives in the US. I ordered parts for my fridge exactly one month ago and decided to inquire as to why it was taking so long to receive them. After being put on hold numerous times and speaking to 6 representatives, they finally had an answer for me: I see the order was processed but not shipped was what I was told. Apparently, their website does not take Visa Debit cards even though I received confirmations through email and via online as well. Also, their system does not notify the buyer of this issue. I asked to speak to their customer service (an oxymoron in the case of this company, in my opinion) department to explain that I ve waited a month to discover the issue as to why I didn t get the parts I ordered. I spoke to a representative and asked if they would consider covering the shipping for my order as a compromise for what seemed to me to be a problem with their system. The representative said all she could do is transfer me to their parts department to re-order the parts and that they WOULD NOT cover the cost of shipping. I spoke to her supervisor who advised me the same way. The entire time I was on hold I kept hearing we care about your experience... and the customer service representative kept saying I understand over and over again. If they really understood how customer service should work, they would have a better system. I mentioned to the supervisor how poor their google reviews are to which she responded I m not here to talk about google reviews. Well, maybe someone there needs to talk about why they have such poor google reviews. I asked if there was an office in Canada I could speak to, as all the supervisor could do was document the complaint. She told me she could give me an address to write a letter to. Really? That s it? Absolutely terrible customer service.