One of the worst experiences of customer service I've ever seen. We decided after going around to all the major chains that we would give CAS our business. All 3 kitchen appliances and a deep freezer. We dealt with a Josh Collins...gave us his business card. We have since emailed and called left multiple messages asking for timeline on each brand. We still have not received an email or a call. Common courtesy or customer service no longer exists apparently. read more

If -5 stars was possible that would be the rating for this store. I made the mistake of buying many of my appliances from the Canadian Appliance Source (CAS) in Whitby. Here is how it played out: 1. I placed my order over a year ago. 2. Despite that all appliances were delivered late and after much follow up. I was doing laundry at a launder mat for a month because of their delays. 3. The fridge was delivered a few days later after my husband sat in their office demanding they deliver the fridge we ordered a year a go. 4. We had to cancel our order for the stove because they did not have the model in stock We dealt with Aaron who has only one solution for his mistakes of not scheduling your delivery. His solution is "CANCEL YOUR ORDER". That does not solve my problem. He just won my worse salesperson of the year award Their delivery personnel are rude and don't care if they are damaging your flooring or dirtying your carpets. I have an 2nd level laundry and the delivery team did not want to protect carpets in the staircase landings and upstairs. read more

Bought a Bosch dishwasher from the Whitby store. Cost $1604 all in. Date July 4, 2020. Sales person Al M. Totally disingenuous person / store. Did not mention the Canada Energy Savings Rebate (25% off). Happened to visit Best Buy an hour after this purchase and was offered the 25% rebate, no questions asked. Called my sales person (Al) and he says; sorry we do not offer it, hence did not mention it. Ok, I say, NP. Match the price or refund my money. Note: this is an hour / hour and a half after purchase. He says, sure, there is a 25% re-stocking charge on the total purchase price of the product. REALLY, the ink is not dry on the receipt. Was told to call Customer Care. Called Customer Care. Was told "We can't do anything. Will put you on to Resolutions." Transferred to Resolutions; Voicemail. So I left a voice mail. Is July 16, still waiting for a call back. Bottom line, these guys are a bunch of thieves. DO NOT BUY FROM THEM. Let them go bankrupt. The sales guy only cared about the sales and was IMHO down right disingenuous. Hope he chokes on the commission. Will NEVER set foot in that store again. read more

I was sold a microwave with a one year manufactures warranty. After 4 months it was defective, the manufacturer agreed to replace the microwave under warranty. CAS refused to honor the warranty they sold me, even with written authorization from the manufacturer for replacement. I had to get the Better Business Bureau involved. Truly a horrible experience. read more

DO NOT SHOP HERE!! Customer service is horrible and if you need to return anything it's a HUGE runaround. Please go elsewhere before this place. Trust me!! read more

We ordered a freezer from this company. 1. They were offering next day delivery for a rather pricey $169. Only the 3rd salesperson we spoke to admitted 'we only deliver in Durham region on Mondays and Tuesdays, so it doesn't matter what you pay for delivery, we will not be able to deliver on Friday.' 2. The supposedly 'white glove' delivery was two inexperienced guys (subcontractors) with a truck. Didn't put shoe coverings on initially and proceeded on tracking mud into the house. Slipped and almost fell down the stairs with the unit. 3. Freezer was delivered broken (no refrigerant). After being plugged in for 6 hours it was still blowing room temperature air. When we called customer service we were told a) you need to talk to the salesman b) you need to wait 8 hours for the unit to cool down c) you need to fill out an online request for exchange, we do not take it over the phone. We filled out the online exchange form. Next day we got a reply "No returns or exchanges on appliances taken out of the original box". The delivery guys unpacked the freezer in their truck and delivered it unpacked. I suppose we should have asked them to deliver it in the box, and magically test it for defects while it was still in the box. Bottom line is - this store takes your money, and takes no responsibility for delivering defective merchandise. We will never shop there again. The freezer will have to be repaired or exchanged by the manufacturer. read more

THIS COMPANY IS HORRIBLE!!! We started with a call that was immediately answered by a sales rep out of Kitchener for some reason, even though we were dealing with Durham. He made everything seem so easy. Due to Covid, we couldn't enter the store. We read the reviews of the products (Frigidaire range and microwave) online and they seemed good. Delivery was fine (even tipped the drivers $40). Then it began. Microwave wasn't as seen online, no problem, we will exchange it. We never even took it out of the box. Called the sales rep, he said "normally there is a 25% restocking fee, but leave it up to me, I will get it waived". We explained that there shouldn't be one as we weren't looking for our money back, just an exchange, and we would drop off and pick up. We also reminded him that it was never removed from the box. That night we attempted to use the stove for the first time. It sounded like an air compressor. We turned it off and figured it was a fan as the noise wouldn't stop until we unplugged it. The next day we called the sales rep. "We aren't a service company, you need to contact the manufacturer" (We felt like saying "this is a brand new range YOU call the manufacturer) Anyway, we contacted Frigidaire and they sent a service tech out the next day. He advised that it was the motor that was defective from the manufacturer "DON'T USE IT UNTIL I REPLACE THE MOTOR". Two days later the motor was replaced. We were told it was fixed. That evening we turned it on and 15 minutes in, the exact same noise. It only stopped when we unplugged it. We left a message for the sales rep, and we were told that we had to contact "Customer Service". NOBODY ANSWERS THE CUSTOMER SERVICE LINE. You leave a message and get "due to unusually high call volumes, we will get back to you" We contacted Frigidaire who told us "We hear these complaints about this company a lot. I can't tell you where to shop, but our other retailers like Costco, Home Depot and Lowes are much easier to deal with and have return policies for the customer not the retailer" We contacted BMO Mastercard to find out if we had any recourse. They also said that "we get these complaints about this company quite a bit, I even got one similar to yours just a week ago". Sales reps now won't return our calls. Customer service reps told us that they hear these complaints about their own customer service department. Customer service responds, "it's used so there is NO REFUND OR EXCHANGE" "If it is out of the box, it's used". We dropped the stove at the Whitby location within 30 days as it is defective, (as advised by Mastercard), and ironically we got a call from the customer service the next day, "you didn't have authorization to return the product, you must pick it up immediately". It has been 8 weeks without a stove, and the fight continues. We purchased a new range, microwave AND FRIDGE today from Costco spending more than $3000.00 over and above what we originally did at this company, and its great to know that we can return it all with little to no questions asked if there is a problem with it. STAY AWAY FROM Canadian Appliance Source (CAS) I wish I could give them 0 stars read more

From the moment we entered your store, your sales personnel never even acknowledged our presence in the Whitby Showroom. We were there for over 20 minutes, left and returned before we were greeted. Despite our first impression, we decided to purchase the laundry station given that the salesmen arranged better pricing than your competitors. We requested that we needed it to be delivered, and now that I am recalling my in store conversation WE DID ask him if it would be a problem for the delivery guys to directly carry the new system into our basement; to which he replied that they would deliver it to wherever we would like so longst we request it at the time they arrive. At no time did he ask or had any other delivery issues in regards to the dimensions of the hallways or stairway to the specified location. We then scheduled the delivery for today Friday, Jun 14th. And it was confirmed that they would deliver it between 10:10am and 2:10pm. A few minutes after 1pm the delivery men arrived and I requested that the unit would need to be moved to our basement laundry room. They came into my home to have a look at the area, and it was determined that it could not pass and if they even tried, it would require at least another 1-2 people to ensure no damages would incurred to the unit and to my residence, as our basement is fully renovated. In order to make this delivery happen I have taken time of work to be at home. Firstly, I feel that it was the responsibility of the CAS salesman to inform the delivery company that 3 - 4 men should be allocated for my delivery. As a result I will need to take another day off work to be available for the delivery, beside the fact that my family has tons of laundry to catch up on and now incurring further delays. I communicated this to their home delivery, and CAS customer service at which time their reply was they could do nothing to get this carried to our basement and is currently remains today in our garage.  We were then told a team of 4 would arrive on Jun 18th, as they do not work over the weekend to accommodate. The CAS customer service then transferred me to your escalation department where I left a message to return my call. Unfortunately my experience with her was very confrontational, rude, and unnecessary, and has now escalated me to request that your unit be picked up and request a refund. I explained to her that I would now have to take another day off work, that I had indeed had scheduled an installation service man to arrive Saturday morning before 11am. She decided that the only compensation I could receive was that they would pay for the installation and just "MAYBE" throw in the new hose connections. She said she could not offer me any further compensation as I had not let the CAS salesman know of our "special request or situation" that I should have taken pictures or measurements of the passing delivery area before my purchase. I DID let him know where it was to be delivered, why was I not asked further about the passageway. This a specialty appliance store, and I would have expected these kinds of discussions initiated by an experienced and knowledgeable sales staff. Your CAS rep at ext 655, not only repeatedly told me that I was to blame, she told me not to yell at her while she was so rudely was talking over me loudly, and not giving me a chance to explain to why I felt her offer was still unacceptable. She also told me that her resolution above is the only option that I had. I was so frustrated at the manner in which she talked to me by the end of the call, that I asked her about a refund. I was told to file a written complaint on your website, and sarcastically thanked her for her fine service, and she ended the call. I can't tell you enough that this whole situation is very upsetting and that I don't wish to do business with CAS and will communicate this to as many of my friends and family as possible on my experience. IT DOES NOT END HERE.  It is after a few more call exchanges it is STILL sitting in my garage. It will will be delivered or so I am told yet again on June 24th. THEY CANCELLED MY DELIVERY 3 TIMES NOW, with their explanation that there has been and internal error.   NOTE: To move forward with the unit pick up and my refund there is also a restocking fee and second delivery charge that HAS to be agreed to in order to proceed with my refund request. I WAS TOLD THAT I WOULD HAVE TO PAY THEM NOW $750. I cannot begin to explain how outraged I am.  I have a family 4 with an infant where laundry is a necessity and we have had to do without the use of an in home laundry system for well over 5 weeks now. And carrying an infant to a laundry mat it excruciatingly painful.   WORD OF ADVICE: DO NOT PURCHASE FROM THIS RETAILER.  The price might be good but you will SAVE yourself time and aggegrevation flow few more dollars. THEY ARE QUICK TO TAKE YOUR MONEY. BE CAREFUL. read more

I am very disappointed with the customer service at CAS. I purchased a washer and dryer the day before CAS announced its participation in the Ontario government's 25% rebate program. Delivery was to be 10 days from the date of purchase. I asked the sales manager at the purchase location in Whitby, Naveed, about getting the rebate and was told no, it had to be applied at the time of purchase. I suggested that we cancel and reorder the same items and was told that a significant restocking fee would apply. What would have to be restocked since this would be a simple paper transaction? I tried calling the Customer Service line and as soon as the person on the other end of the phone looked at my order number, he transferred me to Naveed before I could even ask my question. Naveed told me that he had given me free pedestals, which is true, but he offered them to me because he wanted to get them out of the showroom and use the space for something else. They are a different colour than my appliances but since they are in the basement this is not an issue. I would not have purchased the pedestals so look on this as a mutually advantageous transaction and irrelevant to the Ontario rebate program situation. I have dealt with other companies who, when there is a price drop, happily cancel and allow you to reorder or rebuy the same items. This is great customer service. The rebate program isn't costing CAS anything - the wholesale price they pay does not change, the place in the queue for delivery does not change, and what a great opportunity to show the customer that CAS wants you to have the best deal possible. For my items the rebate would be approximately $460 and so I am beyond disappointed in this lack of customer support on the part of CAS. So beware before you buy. Their rigid conditions are visible to you only after you have paid for your purchase. read more