Complaints

This profile includes complaints for Aosom Canada Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Aosom Canada Inc

  307-7270 Woodbine Avenue Markham, ON L3R 4B9

  
• 

  Aosom Canada Inc

  307-7270 Woobine Avenue Markham, ON L3R 4B9

  
• 

  Aosom Canada Inc

  1 - 1121 Thornton Rd S Oshawa, ON L1J 8P4

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered an Outsunny steel gazebo on Aril 22/23.
  Was delivered in 2 separate boxes on 2 separate days the following week. One of the boxes was marked "THIS BOX NEEDS TO BE CHECKED"
  Opened the box, started putting it together. 3 parts were missing. Mainly, the piece that holds all of the braces/brackets to connect the frame of the roof, rendering this item completely useless.
  Called AOSOM right away. Took many many tries to get through. Phone rings and no one answers and then it hangs up.
  Finally got through to someone who asked us to send an email with the missing parts, so that they could send then out. We did this immediately. Followed up the next day to find out the ETA of the missing pieces. Got responses from random people (not the rep we were talking to) - the last one being that we were being refunded to keep the product as is. Refund was expected 305 business days. Today is the 5th day, no refund. Have tried calling but again we are not getting through to anyone.
  We are now out of the original cost (over $1500), plus now we are out the time and expense of tearing this apart and disposing of the gazebo..

  

  Business Response

  Date: 17/05/2023

  Hello,

  Thank you for contacting us.

  We are unable to find this order in the system.

  Kindly provide us with the invoice/PO number, phone number that is associated to the account.

  Once we have this information, we will proceed and to rectify this issue.

  Thanks,

  Aosom Canada. 

• Initial Complaint

  Date:28/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 10x10 gazebo from Aosom on April 7, received order in 3 shipments ending April 15.
  Order # **************** sku *********, item # *************. Contacted Aosom about missing parts F5 (4 pieces) on April 18. Was told pieces would be sent out asap. Got a request # ******. Still have not received missing parts, and get disconnected every time we have called since. I would like to receive the parts in a timely fashion instead of this run around so I can complete the assembly. Their customer service is terrible. Only thing they are quick at is taking your money.
  Thank you for any assistance you may be able to provide.

  

  Business Response

  Date: 28/04/2023

  Hello,

  Thank you for the email.

  Again, we apologize for the issue this may have caused. Our parts department is a bit behind with shipping but the parts request was processed since last week.

  I have advised them to prioritize this shipment and now I have the tracking number for this package. The ***** tracking number is ************.

  I hope this helps and again we apologize for this issue.

  Thanks,

  Aosom Canada. 

  Customer Answer

  Date: 01/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:25/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 9'8 x 9.8 x 7.7' ****** Dog Kennel Outdoor Run Fence with Roof Order #*************** from Aosom Canada on Novemer 29, 2022. Delivery was to be 3-5 days. This was being shipped in three separate boxes. I received the first two boxes within the 5 days and the third box was lost with shipper. Spoke to Aosom several times and the third box was finally received 3 weeks after the order. Aosom even gave me a $20 discount for inconvenience. The third box was delivered with at least 1 inch of packing tape on both end and centre of box. I did not open this box due to I would not be able to put it back together if opened. This kennel was ordered prior to any expected snowfall. The day I received 3rd package we received 30cm of snow and it never left. Therefore, I could not build this Dog Kennel. (Boxes stayed in my garage for winter) I went to build this Kennel on Saturday April 22 and found I was missing a box of hardware to build. Contacted Aosom via email and was told first response I was too late for refund or replacement. Sent another email stating just want the missing parts. Told they cannot help me go to local hardware store. I have attempted to reach these people by phone and the line rings/rings then disconnects. I have sent another email asking for them to reach out to me by phone but no calls. I just want this missing hardware components. This $600 purchase has been rendered useless without the hardware. I cannot build it without the hardware. I have attached parts list and invoice. If required I do have email from Aosom

  

  Business Response

  Date: 28/04/2023

  Hello,

  Thank you for your email. 

  We apologize for any inconvenience this may have caused . As per company policy, warranty coverage is for 90 days such as defects, missing parts, damages.

  I know that the last package that was delivered was back on December 16th but still over 3 months ago.  As one time goodwill gesture, we will approve this request and send you the missing hardware.  Please keep in mind
  this process does not auto generate a tracking number.
  

  Therefore, if you
  require one, please contact us in a few days or give us a call.

  Thanks,
  Aosom Canada

   

  we apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 28/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:21/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased this Apr 2021 , I ve had to have the canopy replaced twice , poor quality ,,,
  I contacted Atom via email requesting a replacement canopy . I was told that there were none available ..
  Ive checked the website to see that this item is still sold..why can I not receive a replacement?
  The purchase price in the 900's
  
  The model # *******

  

  Business Response

  Date: 03/05/2023

  Hello,
  We are sorry to hear this incident.
  Back in 2021, we have resolved the issue by providing them discount to keep the item as is and accepted by customer. 
  Since that this is over the warranty period (90 days) therefore, we are unable to replace the canopy of this item.  
  We regret to advise that replacement part for this item is not available to sell. We sell the full item as per posted in our website.
  I hope this is clear and we apologize for the inconvenience this may have caused.
  Thanks,
  Aosom Canada. 
  
  
  
  
  

  Customer Answer

  Date: 06/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The refund issue that was mentioned in Aosom’s response was to satisfy a defective product that we unfortunately were sold! Our Patio structure is completely useless without this replacement Canopy!
  
  Hat are we supposed to do with an empty patio cage?  We are willing to PAY for the replacement canopy, we just want to be made “whole” again. The refund issue they referred to in their reply was a “Separate” issue and we accepted nothing in lieu of the refund that was offered for the defective product.
  
  This resolution is NOT ACCEPTABLE! We made a purchase in good faith trusting that the product that we were buying would be a quality that would be serviceable for a reasonable amount of time. As you can see by the pic attached , the canopy was defective shortly after our purchase, the reason for the refund.
  
  As a Consumer ,,are we ecxpected just to accept the “status quo” without question ?
  
  Therefore this is not a responsible solution and we’re not accepting it as such. What we are left with are pieces of useless metal!  Thank you.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 18/05/2023

  Hello,
  We are truly sorry to hear about the situation.
  Again, we are not able to sell individual parts for any of our items unless it is sold separately directly on our website.
  This item was bought back in 2021 and unfortunately no longer under warranty. We sell only the full item as per posted in our website and it is currently out of stock at the moment.
  I hope this is clear and we apologize for the inconvenience this may have caused.
  Thanks,
  Aosom Canada.
  
  

• Initial Complaint

  Date:05/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a shed kit; Order Ref: *************** dated Mar 14, 2023 via AOSOM APP.
  
  This transaction has been plagued with many problems.
  
  The most recent problem is that I am still awaiting delivery of missing parts/hardware which I requested Mar 26, 2023 via email (ticket ******).
  
  WHen I request a status update (by email), I get generic responses like "they're still in processing".
  When I call their customer service at 1-************ or ***** ********, my calls are disconnected.
  
  My shed kit is useless without the requested Missing Parts/Hardware.
  If these parts cannot be provided by the company, I would like to RETURN MY PURCHASE FOR A FULL REFUND.

  

  Business Response

  Date: 06/04/2023

  Hello,

  We are truly sorry to hear if any delays with the parts order.

  Part(s) order was processed under ***** tracking number ************. Kindly monitor this via www.*********

  We apologize for the delays and inconvenience.

  Thanks,

  Aosom Canada.

   

   

  Customer Answer

  Date: 10/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ***

• Initial Complaint

  Date:14/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  You advertise your greenhouses through *** ****, yet when I order, the order, my order keeps getting canceled, you advertise on your site that you ship to all provinces and the territory's, yet my order gets canceled. I pay, and yet it is canceled.
  This is what I want, can you ship it to me so I can grow food and not go hungry.
  sku: ************ cin: *************. $288.99
  sku: ******* cin: *************. $132.99 If you call me I can pay over the phone and have my products in a few days, loving it. Thank you ******

  

  Business Response

  Date: 17/03/2023

  Hello,

  Thank you for your email and we apologize for the inconvenienced this may have caused.

  We have some technical issues recently and is now fixed. Please try to order again with ******* and we will make sure that it will be processed accordingly.

  We regret to say, we are are unable to fulfill order via phone or email at this time.

  Thanks,

  Aosom Canada.

  Customer Answer

  Date: 31/03/2023

  Sorry that you closed my complaint, as of to day the issue really has only been somewhat
  resolved, if you can say that.
  
  I needed my greenhouse, so I had to order elsewhere, Costing me a lot more, $599.00
  for the greenhouse and had to pay $200.00 for shipping, All because of this ***** **, not
  fair to me, especially in these economic times, This should have been corrected a lot earlier
  by the co. themselves.
  
  Now, I did order my small greenhouse from them, *****, through **** ****, and it did
  get shipped, but, instead of shipping through *** ****, directly to the Whitehorse store, 
  It was shipped through ****** **** , costing me shipping.
  
  So, no at this point I am not happy with the extra $410.00 that I had to spend to get what I
  wanted, and all the extra time spent on the phone for one and a half months, my time at 
  the computer, All in all my work days are as everyones, 7.5 hours a day = 37.5 a week
  x $23.75 an hour = $ 890.625 a week x 6 weeks = $5,343.6
  
  So, $5,343.6 in wages and 410.00 in extra expenses = $5,753.6 a total cost to me
  that was unnecessary and frustrating to say the least, I am seventy years of age and 
  disabled, and should not be put through the wringer this way.
  
  This consumed my life for one and a half month, Yes I deserve compensation. 
  
  Would appreciate compensation to satisfaction, that they should have provide as
  they advertised.
  
  The company that I did finally order from, prepared, and shipped, and delivered, 
  happy with them.
  
  ****** ** *******

  

  Business Response

  Date: 10/04/2023

  Hello,

  Thank you for the email.
  Sorry about the experience. As previously stated, we were having technical difficulties. Nonetheless, you purchased from elsewhere. additionally, it was your choice to wait and continue to make multiple purchases given that you wanted to benefit from the price point that we have. We do not believe that we treated you poorly as previously stated there was a technical difficulty. 
  Additionally, we had to work something out with ******* to make the order possible since Whitehorse was outside of our delivery area. 
  
  The purchase has already been fulfilled. Unfortunately we cannot provide you with whatever compensation that you are asking for.
  Again, we apologize for your experience with us and we thank you for your business.
  
  Regards,
  Aosom Canada.

• Initial Complaint

  Date:15/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a shed from them. In the description, answered in questions, it clearly says the amount of snow it can withstand. I had the shed for one winter and it caved in on top of my atv and ride on lawnmower. The snow wasn't even that much, and the cheap shed from the lying company fell inwards. I let the company know , and they didn't care. They just said it's past the 90 day warranty date.
  But if I bought it in summer, how would I know they lied about the product during winter?

  

  Business Response

  Date: 24/02/2023

  Hello,

  We are truly sorry to hear about what happened to the item.

  As per Aosom policy and stated in the website, we have 30 days return policy and 90 days of warranty. The product was purchased back in June 2022 and warranty was expired back in September 2022.  Therefore, the product is no longer under the warranty and we are unable to proceed with the request.

  Again, we apologize for the inconvenience this may have caused.

  Thanks,

  Aosom Canada. 

  Customer Answer

  Date: 24/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The listing for the purchase clearly said that it holds up a certain amount of snow.

  The whole shed caved in with way less weight 

  Even though the warranty is done, the product information lies to the customer and doesn't hold up to what it Said. This couldn't of been known until winter, which is well after the purchase. 

  Even if the warranty doesn't hold up(sorry for purchasing at the wrong time?), Doesn't mean that the company should get away with lying to customers about what they purchase

  The product did not do as what it said, and I wasted 1500$ on this crap product that the company completely lies about.

  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:14/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ******** ****** from the seller and it represents a serious safety issue to any person who will use it.

  

  Business Response

  Date: 23/02/2023

  Hello,

  As per our previous email on February 1st, we have advised that Aosom policy stated on the website that we have 90 days of manufacturer warranty.

  The product was purchased back on June 10, 2022 and customer reached out to us in February 2023. Therefore it is no longer covers the warranty since that it was expired in September 2022.  I hope this is clear and we apologize for the inconvenience this may have caused.

  Thanks,

  Aosom Canada.

  Customer Answer

  Date: 07/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response for two reasons: I bought the item on June 10th and then requested a return on June 22nd, which was approved (***** ** *** ****** ****).
  Second, the seller did not want to accept the item so it was return back to me by the shipping since it was unclaimed by nobody.
  This product represents a serious safety issue to adults and children because it could harm anybody who would stand next to it, it is not stable and has metal bars not protected nor covered. I will keep fighting for this matter until Health Canada will take over this serious safety concern.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 15/03/2023

  Hello,

  Once again, I’m very sorry to hear about your experience
  and appreciate your patience.
  However, as
  stated from the previous email. We do not cover out of warranty product
  regardless what the situation might be.

  Additionally, given there was storm or server weather, I regret to inform you that we do not cover extreme weather condition.

  Once again,
  thank you for your business and unfortunately, we cannot process a refund.
  Regards,
  Aosom
  Canada.

• Initial Complaint

  Date:08/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a garden shed for almost $1600 and it collapsed with first snow.
  
  I bought it because of false and misleading advertising. It claims that their shed is durable and weather resistant. It’s FALSE.
  
  ** ** ******* ***** ** ******* ** ***** *** ********* ********* ************ ********** ********* *** ******* ************ ******** ********. **** ***** **** ** * ****.
  
  Aosom ********* sold a defective-by-design shed for use in Canada that they knew for fact wouldn’t survive Canadian winter.
  
  Aosom received huge number of complaints about it so they knew perfectly well but continued to sell this defective product. **** ***** ** ** **** *** **** ********** ** *****
  
  Aosom warranty also seems to me as if it is designed to be *********. They know perfectly well that almost nobody would assemble a shed in the cold rainy months preceding the winter when the first snow starts. So by the time their shed would almost certainly collapse under the snow, their “warranty” would for sure expire-by-design.
  
  **** * ***** ******** ** **** *** ***** ** ******** ******** ** ** **** ***** ** *** ****** ** * ****.
  
  A 90-days warranty for a multi-year use product is *********, useless, unfair, ********* and unreasonable. It’s shorter than even one full weather cycle. Which is shorter than one full use of the product. And of course it’s not a little honest mistake. Aosom knows about it for years through a lot of complaints. *** **** ********* ******** **** *********  I feel that I was ******* and ask for a full refund.
  
  Alternatively, I’d be ok with another resolution if Aosom sends me another shed of identical size, green or grey at no charge and without asking me to send the damaged one back. I am willing to invest more to hire a contractor to reinforce the new one.

  

  Business Response

  Date: 24/02/2023

  Hello,
  We are truly sorry to hear about what happened to the item.
  As per Aosom policy and stated in the website, we have 30 days
  return policy and 90 days of warranty. The product was purchased back in July 2022 and warranty was expired back in October 2022.  Therefore, the
  product is no longer under the warranty and we are unable to proceed with the
  request.
  Again, we apologize for the inconvenience this may have caused.
  Thanks,
  Aosom Canada. 

  Customer Answer

  Date: 24/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because there is nothing new in it and it does not address the main issue of the company's *********** business practice, ********** *** ********* advertising, knowingly selling the products "not fit for the purpose" and breaking consumer protection laws, such as Sales Of Goods Act.
  
  
  
  Sincerely,
  ****

• Initial Complaint

  Date:23/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a rowing machine Dec20 2022 Order#**********
  The the plastic fan is broken in half and it’s not us able anymore. I am really disappointed with the money i spent vs the poor quality i end up with.I am requesting a full refund on the product with no shipping fee!

  

  Business Response

  Date: 31/01/2023

  Hello BBB Team,
  

  Thank you for forwarding this complaint. 

  After reviewing this complaint, we've contacted the customer directly and we will provide them a return label.

  We would be asking for the customer to repackaged the item in the original packaging and to put the return label on the box.

  Courier will be picking up the item from their location. Once the item is returned back to our warehouse, the refund will be returned to the original method of payment

  within 2-3 business days.

  Thanks,

  Aosom Canada. 

  Customer Answer

  Date: 02/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********