Home & Garden RONA / Toronto Stockyards - , Ontario

Theo V.

Disappointing experience, terrible service. Was given a delivery window for two orders of lumber, it was 6 hours late. They left it all on the sidewalk too. Delivery fee is much higher than Home Depot, Lowe’s, etc. terrible communication from staff when I called for an update. On top of that, half of the wood we received is of very low quality and can’t be used. Just go to Home Depot across the street, save yourself the hassle and the money.

r P.

Quality of service is terrible. Couldn't print me a receipt when I asked the first time, but after waiting for 15mins for the email, they magically were able to print a physical copy. Stop socializing at work and do your jobs!!! Rename customer service to, we'll help when we're done talking to each other and playing on our phone. Junk!!! Sad time to be Canadian, buying Canadian.

Fernando M.

I would rather shop here than across the street.. Nice and friendly.. easy to return stuff or exchange..really good selection of materials for cabinet making compared to across the street.. and the staff actually try to help and engage with you.. not like at Home Depot where you feel like your chasing ghosts to get help.

Daniel S.

Big store, big selection and helpful staff.

Wasn't very busy when I went, to the point that I'm a bit concerned they might not survive (or the property/construction market is crashing). It was a Friday night but HD's parking lot looked a bit fuller.

H.S.

The WORST store!!!

I don't know how they are still in business. There's never a floor representative available. When you finally find someone, they're usually from another section and have to call someone over and THAT person behaves if they just woke up from a nap - taking 10-15 minutes to get over to you and confused when you talk to them.

Don't even bother calling in. You can't reach anyone anyways. If you do, because you're a higher powers favourite, you get put on purgatory type hold, and then eventually hung up on. Let's say you continuously keep calling, and try any department to reach SOMEONE, that person who answers the phone is rude and the level of hostility they give you is like you're their ex-partner, going through a divorce together.

I don't know what kind of caliber of humans they seek when hiring these people, but this ain't it.

You actually need to laugh, because for a home improvement store, they really need to fix themselves 🤦🏼‍♀️.

Matt L.

Absolutely brutal service. I made an online order the day before to save time and it took almost an hour and a half to pick it up. A clerk who had apparently been working there since 2016 not knowing how to use the computer, the lumber yard which was a mess and most of the boards were warped, wrong items picked, most of my order not picked at all even though I got the email saying it was ready, sent inside, sent outside, sent back inside...this store needs to get it together. Give the 1 star to the poor kid in the lumber yard trying his best to find some straight boards

Darren S.

I am writing to express my concerns about a recent online order experience at a store
Home & Garden RONA / Toronto Stockyards 110 W Toronto St, Toronto, ON M6N 5B7

On Saturday, November 2, 2024, I placed an order online with the expectation that it would be ready for pickup on Sunday, November 3 as I had received an email that the lumber and materials Order #: 33478184 was ready to be collected.

However, upon arriving at the store, I was informed that my order was not ready. This was quite inconvenient, as I had planned my schedule around this pickup and had a client expecting the work to be started.

Not only was this disappointing the staff at the customer service desk could not communicate what had happened or a solution even after I suggested that we pick the missing order with associates and when I was asking "what is going on here? And "guys can we fix this?" as I like other where not being verbally communicated by the desk staff of the status of our orders.
I was sternly spoken too by a staff member that if I continued to question the associates in such a way, my order would be refunded and I would be asked to leave the store. I was making suggestions to resolve the issue and quietly waited my turn.

The situation escalated quickly and may I add the service desk was backed up with other frustrated customers who also were having trouble with the overwhelmed staff and was again spoken to as not as a customer with a problem who needed help but gaslit with accusations. I can only imagine this associate was reacting to the repeated inept service from the associate on duty.

This was the second time that this location was unable to provide accurate order picking and pick-up information on an online order. I do not have these issues at the Home Depot but prefer the smaller Canadian - owned Rona store in the area.

To improve the order fulfillment and communication processes, I suggest the following:

Timely Order Updates: Implement a system that automatically updates customers on the status of their orders. Notifications should be sent for order processing, readiness for pickup, and any unexpected delays but should be accurate.

Improved Coordination with Service Desk: Enhance the communication between the online order system and the in-store service desk. Staff should have accurate, real-time information to assist customers effectively.

Clearer Contact Channels: Provide clear instructions on how customers can reach out for updates or issues regarding their orders. An efficient response team can help mitigate frustration and offer timely solutions.

Take Ownership: In the time spent debating and pointing fingers, the staff should be able to help customers too pick orders that online associates have missed or have not completed.

I am confident that these measures will greatly enhance the customer experience and ensure smoother operations. Thank you for considering my feedback. I look forward to a resolution and improvements in future interactions.

Jozsef P.

Horrible customer service, don't waste your time to shop there. Luckily Home Depot is just other side of street, get what you need and check out quickly.