RONA Richmond - Richmond, British Columbia

Jordan C.

AVOID THIS LOCATION. The manager working on site today is easily the most unprofessional person I’ve dealt with all year. Does Rona even value their customer experience? I’m beyond disappointed. He’ll keep his job like nothing happened but meanwhile your losing customers on a daily basis because of that guy. I promise you that. I advise you to take your managers and service reps on a trip to Home Depot for a day, see how they treat customers and then make the adjustments. There’s a reason why you have so many 1 star reviews and it’s because of the way customers are treated, but since you don’t reply to them maybe you’re unaware of the reviews or you don’t care, those are really the only two possibilities. Next time I go to this location I will video record the entire experience and if I have an experience like that again it will be posted online for people to see the culture at Rona Richmond. This will have a bigger impact than just a 1 star review so be wise moving forward.

Elle L.

Extremely disappointing experience at RONA Richmond (Paint & Seasonal Department).

I had called in advance to confirm a price match on a product, and even provided the staff with my name and phone number for reference. The staff assured me over the phone that the price match would be honoured and told me it was okay to come in the next day. However, when I returned, a woman who introduced herself as the manager suddenly said she needed to "reconfirm" because it might be an online exclusive from Home Depot.
Later, the same manager came back saying they couldn’t match the price because RONA is a family business and their costs are higher. This was never mentioned before. It felt like a complete waste of time and very misleading.
What made the situation worse was her attitude. When I asked why her answer was different from what the staff had confirmed with me the day before, she simply emphasized that she is the manager, as if that alone justified changing the answer. Instead of offering a sincere apology, she kept giving excuses, downplayed the issue as something that "can happen," and even questioned why I was upset, trying to shift the blame onto me. This dismissive and condescending attitude only made things more frustrating.
If she had simply apologized sincerely and acknowledged their mistake, I would have understood and left it at that. But the insincere apologies and constant excuses were extremely disappointing and disrespectful.

I felt like I was being treated as if I was asking for something unreasonable, when in reality, I was only asking for what they had already confirmed. Definitely not the kind of customer service you'd expect from a reputable business.

Global E. I. L.

Very bad experience! I have been a loyal Rona customer for years, and my construction contractors regularly purchase materials from Rona as well.

One time, I parked at Rona, briefly stepped away for a quick errand nearby, and returned shortly after to continue shopping. Despite this, I received a parking violation. Worse yet, a collection agency was later involved to demand payment.

I contacted Rona multiple times to explain and provide receipts as proof of shopping, but they repeatedly told me it was not their responsibility and refused to help.

This is extremely disappointing and disrespectful to long-time customers. I expected better treatment from Rona.

Susan H.

Parked my car at Rona and called the handyman for the exact part and was told that he'll call me back a couple minutes later. Meanwhile I went across the street to buy milk then back to Rona and made a purchase.

Didn't realize a parking ticket was folded and hidden underneath the windshield wiper on the passenger side until hours later when I picked up a friend who noticed it. Went back to Rona and explained what happened to store manager Den who was kind enough to write off the ticket. His courtesy and professionalism explain why we prefer Rona over other big outlets.

Mauro D. C.

I come to Rona once in a while and usually have a great time. This store although not as big as Home depot is fairly decent when it comes to selection and or alternative. Customer service is comparable to Home depot sometimes ok and sometimes not so much but that’s fine because almost every where you go it’s the same basically. The biggest and only complaint i have is the men’s washroom. it is sooooo stinky. Rona please please clean your washrooms…..i am not even complaining about the condition. You almost want to throw up. The smell of urine just punches you in the NOSE.

andre L.

Yesterday I went to the Rona store in Richmond BC to pick up some things. I decided to purchase one of their trash cans that was in the aisle. I proceeded to get some garbage bags to fit this can. The trash can said dimensions said 75.7 L and 48.9 x 59.1 x 57.2 cm , but all the bags that were similar to this size said 74 L (1.7 smaller than the trash can). So I asked the employee at the counter if the 74 L Glad garbage bags would fit, which read 65 x 83 cm, . The first employee asked me to go to customer service as she was not sure. So I went the the service desk where a second lady investigated. She didn't know right away, but she came to the conclusion that they would fit because the bag dimensions 65x83cm were two numbers that were greater than all three can dimensions (48.9x59.1x57.2cm). So I purchased the items, and left. As soon as I got to my business, I opened up the garbage bags and tried to put one into the trash can, but it was so small, I couldn't get the bag to even fit half way around the rim.
So I took the bags and the trash can back to Rona and there was no problem getting a refund, but this was an inconvenience and I wanted to make sure that it doesn't happen to other customers. So I asked to talk to Nelson, the manager. The lady had to call him on the PA about 5 times and they had to get another young man to go search for Nelson as it seemed that he was not going to come talk to me. When he finally came, he listened to my story, but his response that there was no problem. Nelson, it is a problem when your employees don't know which garbage bags fit with your garbage cans. Many people will go through this situation or worse yet, just through out the garbage bags that don't fit and waste them. You should also apologize to a customer that goes through this small inconvenience, and help them find a product that actually fits.
I won't be coming back to Rona due to the carelessness of the manager.

Sharlene K.

I built a loft bed for my new tiny apartment, I have very little/ no building experience, 1st time using a miter saw and using a drill for holes. The staff were great. The lumber staff showed me how to pick wood and they cut some of it for me. The hardware staff helped me pick bolts, drill bits and things. Cashier staff were nice. I had a great experience with everyone I dealt with. Thank you for all the help. I have made my bed, now I will lie in it.

한자

Absolutely unacceptable experience. The service at this location was not only unprofessional but also felt discriminatory. I was treated differently and unfairly compared to other customers, and it was clear that race may have been a factor. No one should have to experience this kind of behavior. I will not be returning, and I hope the management takes this seriously.