Customer ReviewsforCanadian Appliance Source

Purchased a New refrigerator, did not work from day 1. Have been without a fridge for 25 days and counting. Implied warranty is the assumption that the product I buy will work. The fridge never worked. CAS refuses to replace the fridge. Frigidaire refuses to replace the fridge. 3rd repairman being sent to my home to fix a new fridge. I purchased a NEW fridge not a refurbished fridge. Unacceptable all around. * *** ** ***

Dear ******** ******,

Thank you for sharing your concerns about the Frigidaire refrigerator.

We regret to hear about the issues you are experiencing with your appliance.

Please understand that CAS does not manufacture any of the appliances we sell and that all functional issues would be the responsibility of the manufacturer as they hold the warranty.

As per our records, we can see that your file has been escalated with the manufacturer by our After-Sales team.

Kind regards,

CAS

I purchased multiple appliances from CAS ** * **** *** ** ********. The sales rep gave us the name of a company they used for installation and had all appliances installed professionally, it was done well. However, the microwave is faulty, the fan is running non stop (24hr.)/day, apparently not an installation issue but a defect in manufacturing. Contacting CAS was terrible. They offer absolutely NO after sales service regardless of what they might tell you. When you call your sales rep he will get you to call the after sales service and they then refer you out to the manufacturer, they do not deal with any after sales issues and will do nothing other than give you a phone number! We are responsible for contacting the manufacturer ourselves. I would definitely stay away from CAS if you are purchasing appliances.

Dear **** *******,

Thank you for sharing your feedback with us. Your feedback is important for us.

We are sorry to hear that you are experiencing issues with your ********* Over-The-Range microwave.

Please understand that CAS does not manufacture any of the appliances we sell and that all functional issues would be the responsibility of the manufacturer as they hold the warranty.

We can see that a service call was initiated on your behalf with the manufacturer. The service information were sent to you on April 15th of 2024.

Please reach out to our After Sales Team at **********@*****.ca if the issues are still occurring.

Our After-Sales Team will be more than happy to escalate the matter on your behalf with the manufacturer.

Kind regards,

CAS

We recently purchased a new fridge from CAS. We went into the store with our existing fridge's specifications and measurements. We spent the majority of the time discussing size (as our space is extremely limited) with the salesperson. We carefully reviewed the new fridge's measurements to ensure that it aligns with that of our existing / old fridge. However, the salesperson failed to inform us of the importance of hinge clearance. After we hooked up the fridge and moved it into it's place, we realized that the left door cannot fully open because of this oversight. CAS refuses to accept any responsibility and will not let us return the fridge.

Dear **** ***********,

Thank you for sharing your feedback with us. Your feedback is important for us.

We can see that your ** Refrigerator was delivered on April 25th of 2024.

The request to exchange the refrigerator was declined as the appliance had been used.

As per CAS' return policy, we do not accept returns on appliances which have been used by customers.

Furthermore the specifications of all appliances are provided to customers at the time of purchase.

We apologize for any inconvenience caused.

Kind regards,

CAS

We purchased a washing machine and the new unit was delivered on Monday April 15th, 2024. We attempted to run a cycle as soon as it was delivered unfortunately the washer showed an error code *** and was not working. We immediately called CAS to advise of the issue only to told after delivery the unit is no longer their responsibility and we have to contact the manufacturer, **********. After waiting for a technician for 3 days the unit was deemed with a defective component and the technician would have to return with parts. The following week the technician returned but was unsuccessful in repairing the water valve as now the washer has additional problems. Endless phone calls and emails to both CAS and ********** have gotten us nowhere. We are sadly still waiting to hear back from anyone on this defective product. Neither company will issue a refund or exchange. We have taken multiple days off work to accommodate the technician, dozens of trips to the laundry mat *** ******* ******** ***** **** **** ********  ***** **** ** *** **********

Dear ***** ******,

Thank you for taking the time to share your concerns with us.

We regret to hear about the issues you are experiencing with your washer.

Please understand that CAS does not manufacture any of the appliances we sell and that all functional issues would be the responsibility of the manufacturer as they hold the warranty.

As per our records the service call was assigned to ******* **** appliance.

They tested the unit and it is now working.

For any further assistance, please reach out to our After-Sales Team at **********@*****.ca.

Kind regards,

 

CAS

Had a gas stove and microwave delivered. Delivery guys seemed annoyed that I asked them to put down floor mats. They did and didn't have enough so they pulled my carpet runner and used it. They were still short and scratched hardwood flooring. I didn't notice until they left and had signed off their form. (so out of luck) The microwave was unopened and waiting install , on the 8 th day we opened to find major scratch of front. I was told too bad its after 7 days. Both issues were their fault yet they take NO responsibility and totally leave us with scratched floor and scratched microwave . Never again will I use this store based on after service. All I wanted was to replace the microwave at no cost to them........

Dear *** *****,

Thank you for taking the time to share your feedback with us.

We would like to apologize for your delivery experience.

Please be advised that a signature indicating that there were no damages serves as confirmation that the area was checked on the day of delivery.

If the customer, or whoever receives the appliances signs this section, the delivery company is usually not liable for any damages claimed after the fact.

We are sorry to learn about the damage on the microwave.

We can see that our After-Sales Team has requested for additional information in order to assist you with your request to exchange the unit.

Regards,

CAS

The After Sales Team were very helpful and agreed to replace the microwave. Next time I won’t be signing any forms on the spot under pressure. I appreciate half the result and will again shop at CAS.

Last Friday, we purchased a ******* refrigerator from Canadian Appliance Source in Markham. I was instructed to wait 24 hours before plugging it in, which I did. However, upon plugging it in, it started making excessive noises. I returned to the store on Monday and informed the representative about my experience, expressing my desire to exchange it for an upgrade. The representative Andrew L. questioned whether I had plugged it in, to which I responded affirmatively, explaining that I wouldn't have known about the noises otherwise. Despite this, the representative advised against mentioning it, suggesting that it might affect the return process negatively. Later in the week, a service technician came to inspect the refrigerator and claimed that the noise was normal for that unit, advising me to let it run for 24 hours, promising it would improve. Unfortunately, it did not. I have numerous video clips to support the noise of this unit. Subsequently, I filled out an online return claim, only to have it rejected within 30 minutes due to the fact that I had plugged in the unit. I'm feeling incredibly frustrated and ******** by this experience. ** * ******* *** ********** ****** ****** **** **** *** ************

Dear ***** *****,

Thank you for taking the time to share your concerns with us.

We regret to hear about the issues you are experiencing with your appliance.

Please understand that CAS does not manufacture any of the appliances we sell and that all functional issues would be the responsibility of the manufacturer as they hold the warranty.

As per our records, we can see that a Case Manager reached out to you on April 22nd of 2024 to discuss your concerns.

We are waiting for all relevant information about the technician visit, including the date & the file number in order to escalate the matter with the manufacturer.

Regards,

CAS

Hello, Thank you for your email. As I noted in my prior email, I picked up the item on Friday and let it sit for more than 24 hours as requested. I then plugged the fridge in, and the noise was very noticeable. I let it run for a few hours, and it did not change. This was on Sunday. On Monday, I went to the store and spoke to the salesman who sold me the item. I said I do not like the noise of the item and would like to have it upgraded so that it did not carry this noise level. The salesman then asked me if I plugged in the unit, and I said that yes, how else would I know about the noise level? He mentioned that I should not say that when I attempt to return the item as they will most likely not take the item back. This is where my frustration got even higher as I had no idea about the noise level of this unit, and if I did, I would have never purchased the item. So it seems that CAS policy is if you plug in the unit, you now own it regardless of the consumer concerns with their purchase, even if it is done within 48 hours of the purchase. I have several audio clips of this product, and I am not sure how anyone would find this product noise acceptable. As you noted in your recent response that a technician will come out to inspect the unit again for a written report on the item. I hope that this issue can be resolved. Thank you *****

We made a large purchase (all premium appliances) with CAS. The appliances were delivered in the first week of April 2024. The sale representative offered good service prior to the delivery. Until the date of delivery, one of the door panel of our expensive fridge was missing. We called the sale immediately. He said it will take a while to order the fridge door panel. He suggested us to buy it from another appliance store. He would send us refund of the door panel. However he refused to pay for the shipping cost. We didn't ask them further to give us shipping cost back. Because it took several days to get the door panel from Trail. By the time I got my installer to return, the door delivered by CAS has scratches. The door panel is $1800 each. We asked the sale to deal with this. Instead we are told to contact the manufacturer. The manufacturer helped us to deal with the problem promptly. The CAS sale ordered the wrong toe kick set for our fridge. When we asked him to refund, he told us to go through the CAS management. No one in management is helpful. They said it is 7 days after delivery. THE MISTAKE WAS THEIRS... FIRST ONLY ONE DOOR PANEL WAS DELIVERED, SECOND THE DOOR PANEL HAS SCRATCHES AND THRID THE SALE ORDERED THE WRONG TOE KICK. We have to dealt with all these problems. The sale did not step up to help. Based on the management people, the toe kick was ordered by us. **** ** * ***... everything was ordered by the sale. The problem is that our installer charged extra to return to install the fridge. We tried calling the CAS... Now they are not answering our phone

Dear ****** **,

Thank you for taking the time to share your feedback with us. Your feedback is important to us.

We would like to apologize for your experience.

As per our records we can see that one of the Jenn-Air door panels was ordered on April 04th of 2024, however it was canceled on April 09th as you preferred to order it through a competitor. 

CAS receives all of the products we sell directly from the manufacturer, in their original packaging. As such, we have no way of knowing if an appliance is damaged.

In regards to the toe kicks, we can see that an exchange for each unit has been approved with a 25% restocking fee on April 22nd of 2024.

Thank you kindly,

CAS

* ***** ********* ****** *** ***** *** *** ** *** **** ******* the Oakville location where my experience is, wrong items shipped, salesguys completely non responsive, after service plans not working. Support guys comes to our house and solution recommends to shut the fridge off for two days... We spend over $10k on the fridge set and a terrible experience and post sales service. **** ** ***** *** ******* *** *** ****** *** ** **** ********** *** ***** *******

Dear ***** ******,

Thank you for sharing your feedback with us.

We regret to learn that your experience with CAS has been less than adequate.This is certainly not what we wish for our customers.

We apologize for the issues you are experiencing with your refrigerator.

Would you please kindly contact our After-Sales Team at **********@*****.ca to provide your order number so that we can address your concerns directly?

Thank you kindly,

CAS

* **** * *** **** *** ******* ***** ****** ********** **** **** ** ****** their customer service is non existent. I thought my experience was good with Adam but his lack of care regarding his error on my original purchase with the extended warranty is highly **************. Upon purchasing all of my appliances I added the extended warranty which should have been for all items but being unable to see or get clear information on my billing I had no idea he did not insure my expensive wall oven. Only after calling the insurance company regarding another item I found out there was no coverage on the oven so I went in and spoke to Adam personally only to get the run around and said nothing can be done and had to make several calls and emails to other departments to find out ** *** *** *** **** * *** ******** * *** too bad, so sad. I have never had such horrible service from any company that states great customer service but once they get their money you are on your own. I can’t believe they are not willing to help or work something out. I was willing to pay for the extra coverage and not even asking them to cover their mistake. Never again. I will not recommend CAS either.

Dear ******** *****,

Thank you for taking the time to share your concerns with us.

We apologize for any inconvenience caused by your order.

We can see that your appliances were delivered on January 26th of 2023.

As per our records, the extended warranty plan included, the Samsung cooktop, ** dishwasher and ** refrigerator.

This information can be found in your invoice which was sent to you on January 24th of 2023, on the date of purchase as well as on the signed Bill of Lading. 

Thank you kindly,

CAS

We made a large purchase . I asked about the ******* points credit they said that since we are getting a discounted price the program wouldn't take effect on this purchase. We file a complaint about the situation. We later found out that only eligible to earn or redeem points in-person at CAS kiosks inside **** ******** ********** locations on tangible products and extended warranties. All other rewards programs are not available at CAS kiosks inside **** ******** **********. This wasn't explained to us at the time of purchase . There was signs and posting or advertising the ******* Points on the purchases. Thru an email with customer service the matter in there minds has been resolved. This is not resolved in our minds as we were miss informed by the representative. This advertising in the store is a misrepresentation of the facts . If we had known at the time of purchase we would have stop the purchase and have gone to ****** and make the purchase inside the **** ******** **********.

Dear ******* ******,

Thank you for sharing your feedback with us.

The Terms and Conditions to redeem ** ******* Points is publicly available on our website here:

https://www.canadianappliance.ca/pc-optimum

As per the FQC; Only eligible to earn or redeem points in-person at CAS kiosks inside **** ******** Superstore locations on tangible products and extended warranties.

All other rewards programs are not available at CAS kiosks inside Real Canadian Superstore.

Thank you kindly,

CAS