RONA North Vancouver (Park & Tilford)

Felt staff was very incompetent. A simple phone in hold for an item couldn't even be done properly. The item number was confirmed over the phone and the wrong item was on hold. Asked staff to get me the item and they told me they had none left. I told them I checked their inventory online and it showed they had 24 units of such item. Once again they sent for someone who brought me one and I asked for more to which they brought out more of the wrong item given earlier. Never had a pickup go this poorly anywhere else. Only drove out here because it was confirmed on the phone they had it.

Had an amazing experience and customer service from Hendricks the young fellow who works at the lumber yard.

He went above and beyond to assist and because of that I'm going to make sure that I bring all of my future business to this lumber yard.

Hot Water Tank Install - Don't waste your time & money
we experienced error after error.wrong install date, plumber shows up with no tank, was told install the next day - didn't happen, we had to call (they missed it somehow? !?), we were then charged an extra $400 for a complicated install though plumber confirmed it was straightforward, next day the plumber was given wrong tank by Rona, rescheduled again.
What should have been a 2-4 hour install took 6 days. After reaching out to Rona several times for an explanation and refund of extra charges, we are still waiting a response. PITIFUL customer service!

Dreadful after-sale support on home installation services. Purchased a Carrier Air Conditioning unit through Rona and had it installed by Rona. They subcontracted it to no name trades who messed up the install. Then Rona is unable to provide warranty repairs. A month later after escalating the warranty claim to the actual manufacturer they send some other random plumbing company out to do the repair. He tells me I may be charged for his time even when I was within first year of product. Avoid using Rona Home Installation services at all costs. Not worth the hassle.

Worst experience imaginable.
Ordered closet doors, used the contractor that Rona recommended and he took the measurements… one year later we still DO NOT have doors that fit. We have had 3 sets of doors delivered that did not fit, had the wrong tracts etc… Also, dreadful communication with service department. I could have mis-measured/mis-ordered on my own but I relied on Rona to do it right. My bad.

I had shelves cut today by Armando, his service was outstanding. Thank you, nice to see great customer service.

George in the appliance department is very helpful, knowledgeable and has great customer service. In this time of zero customer service he deserves a raise. Thanks George

Helpful staff but u need to find someone knowledgeable on products which is really hard to find

Rona at Park and Tilford does not have the products one would normally expect to find at this type and size of hardware store. Went a couple of days ago to purchase a replacement locking device for a patio door. Ended up having to drive to Home Depot in Burnaby.
Since Rona is close to my home, I went today to buy a product called "30 Seconds".
Didn't have any in stock. Then I enquired about the large blue plastic bags required for recycle. Spoke to 2 different people I believed were managers. Neither had any idea there was such a thing.
Drove to London Drugs in North Van. Bought both items there.

My recent experience at this store was exceptional! I was very impressed with the customer service I received after phoning in to inquire about a patio set. I was helped by Diana who went above and beyond to make sure I got the best price and the fastest delivery! (the same day!) When I went into the store to place my order, I was impressed by the store layout, garden shop and how everywhere I looked I was greeted by a very pleasant and helpful staff. It’s been a long time since I have experienced this level of customer service! I will be back to this Rona store for future purchases. Thank you Diana!

Store front looks small. Inside is enormous.they didn't have block and tackle I was looking for and asked what my project was to offer alternatives. They were quick to find in house experts and they gave their best. I didn't find what I needed but the workers were top shelf.

Rude, condescending staff. Asked multiple staff members to help me find an item, which I pulled up on the website. The answer was repeatedly, “I don’t know where it is, how would I know where it is? ” Or “It’s at the front of the store, silly”. Then some random man asked to take a picture of my cart. I told him that I wasn’t comfortable with that. And he wouldn’t drop it.

Abandoned my cart and walked out. En route to Canadian tire where I’m not spoken to like a tiny child for being female and asking for help. This place could really use some estrogen.

Only because no star is not an option! Nobody at the staff seems to care. They should remove the sign "Customer Service" from the desk, because that is not what you'll find there, or anywhere in this store.

Pretty good Rona, can't complain. Solid selection of wood, picked up a Christmas tree here once. Would recommend.

It would be nice if Rona stocked better quality lumber. Pretty much the equivalent to firewood. Not very good value for dollar when compared to its competitors.

Poor staff etiquette asking for a price match and the staff and incredibly Rude and reluctant to do so.

I e had to come back 5 times for 1 project because the people here say they know but do not know and then Pretend they know how to help… costing You gas, money and time. Just a woman staff member start helping, move onto another person, leaving me standing there. The young man working in that section did not know what they had in stock or where to find it…. Come on guys…. Hardware stores don’t function like this… please hire and educate your staff. Also, a while back, the older woman on returns was SO RUDE to the customer in front of me… I should’ve reviewed Then, it was unprofessional, no matter how bad of a day they are having, not okay. I’m so sad I moved to North Van and this it for Hardware stores. Home Depot isn’t much better here, either…

Knowledgable and helpful staff. Everything you need from a hardware and construction supplies store.

Great service! Ali, the manager, is the best. He was very cooperative and went beyond my needs. Thank you!

Excellent deal n great service. Thanks to the pick up service personnel n the staff that carry it to the car for me.

Ordered closet doors in July 2021. Peter Brent was in charge of this order - sizing was wrong, then tracking and communication just awful.
Go anywhere else for this type of thing.

If you need something one stop shop north vancouver have two locations great for all shopping is easy and fun

I was looking for a shower head and accessories and the Iranian assistant (sorry my friend forgot your name) was so helpful and showed me exactly what I asked for. Best service I have ever had at any hardware store and I don't give good ratings vertly often.

Bathroom hardware expertise is an issue. If you’re in need of assistance go somewhere else. The experts can’t even get a grab bar sorted.

Our usual place to buy building materials. The staff is helpful and we usually find what we need.

The north van store is absolutely horrible. Hard to get customer help and when you do they are not knowledgeable in anything. Go elsewhere and save your grief.

When you can get service, some of the older employees are great but supplies are sparse and good luck calling the store, You can't get through to save your life.

Well stocked and friendly hardware store. Located next to Park and Tilford, there's plenty of parking on site. They have a building materials section outdoors at the back for bulk goods. The staff were really helpful.

As a small job contractor these stores will be missed asxthey get absorbed by Lowes they always had what you need at good prices hopefully Lowes will keep the prices as low and the inventory as diverse it is getting very hard to find some items for landscaping painting and especially gutters or roofing even in a rainy city. Hope they stick what we all need in fall and winter like gutter screens elbows for making quick repairs that make sense to avoid flooding. Homes are worthba fortune now and a cheap gutter fix can save thousands in repair. Is this the last RONA?

Installed New Dishwasher. Still working!
After a small hickup the new stove delivered on time and workers even put door back on. Overall five stars. Very happy with the new appliances

Called into check stock on item and was told they had plenty of it.drove all the way from Burnaby and they didn't have any or couldnt find it. On floor staff was helpful but it was still a waste of time.

Michelle and Lee were super nice! I found a patio bench on sale! I found the clothes line set I was looking for. Thank you!

Extremely painful to deal with installation services. I paid a fee to have the flooring measurements done. Ten days later as promised, despite my repeated request to get an installation quote on labour, the manager refused to email me the quote. I was initially told that there is no obligation to use Rona after the measurements. Th same info is on Roma’s website. However, this manager would keep calling me to get me to come into the store to pick the material. As I mentioned multiple times that I am not in Vancouver right now and can’t come into the store. I still want to see the measurement report that I paid for and the labour cost. He agreed to email me and doesn’t. He just keeps calling. There is no doubt they make more margin on the material than contracting services, therefore they pressure me to come into the store to pick the product. By deliberately not releasing a paid measurement report, Rona is entering the unethical zone. Perhaps it is just this one employee Peter that chooses to do the customer and his company harm. I cannot trust Rona to do installation since a simple request of getting a measurement report that I paid for cannot be honoured. I do not know what I paid. Super disappointed and feel ripped off. Do yourself a favour don’t waste precious time with this store, especially Peter who looks after installation services. He will continue to call you to go to the store and refuse to provide a labour quote you paid for. Last but not least, I wouldn’t provide him with your credit card. He charged my card without giving any receipt or order number. I just paid for nothing.

Easy parking. Great range of products. Look out for the deals. Helpful, knowledgeable staff. COVID protocols observed.

So-so. It'd be nice if they helped you find stuff when asked for something specific like "I need a part like this to fit a part like that" instead of waving you to "over there in Aisle 9" where you find a wall of small parts but still no idea how to find the specific thing.

Found a great deal on a storm door. Drove down and as soon as walked in a got greeted by a helpful associate. Got my door on a cart and after payment I had help loading it onto the roof rack. I am very happy how things went.

Always hard to find someone to help out or direct you, which is normal for Rona. But they have what you need if you look for it.

Staff are very helpful but stock always seems to be low. It's not the first time I've had to leave and go somewhere else to get something which should be a staple in my opinion.

Been shopping here quite a bit over the last two years. Staff is very experienced and know their store well. Aj and Thomas are a pleasure to talk to especially. Have never had an issue here and stock is really well monitored. For the odd thing that's out, mentioning it to the staff yields faster restock. Very impressed with management, customer service and cashiers. I go here out of any other Rona location.

The staff are very helpful and know their products as they are use to dealing with the trades people and their requests as well as the general public.

It's next to impossible to get anyone on the phone in any department. But once you get there they have knowledgeable, friendly staff and they have a good selection of products.

I don't know where to being, what a exceptionally great team work and leadership skills.
Couple of weeks ago our washer dryer broke with the clothes stuck in it.
We couldn't resolve the issue with repair company and then this great teamwork came in to our rescue.
In no time they replaced our machine and made this stressful process to easy journey.
Thank you for your excellent customer service support and amazing team work

Thank you Mr Fred Pagotto, Mr Jordan Wolfs, and Mr George

3: 50! Pm - I purchased a ladder when I wanted to pay the cashier told: “this is final sale and you cannot return it. ” I asked the cashier this product is not on sale so why can’t I return it!
The cashier asked another staff “Ema” to explain it to me. Ema said: “People like you are taking home and use it and bring it back, so we don’t take it back. ”
I said: “not all the customers are like that. ”
Ema said: “this is our policy and left me with the cashier. While I was paying for my purchases Ema start to make fun of (61 years old) with another customer. I told Ema this is rude and disrespectful, she didn’t even bother to defend herself. I asked for the manager and a gentleman named“Ben” came and I told him the story. I am not sure even if he is the manager because I didn’t see any name tag.
He said: ” I am sorry for Emma’s approach
and I will talk to her. ” I am very disappointed and stress out. My heart was ponding and I couldn’t believe the staff Emma’s behaviour. I don’t think I am going shop anymore at Rona because this is not acceptable.

The staff are kind and very helpful. I had to replace some tube lighting and they were very helpful.

Bad experience. Wont buy anything from Rona again. We tried to buy a range on the last day of a promo sale in Aug. '20. We'd done our research & knew roughly the make, model & size, but discovered other offers bundled with fridges. In the 15mins it took my wife to return home & measure up for a new fridge, the "white goods" sales manager had unhelpfully taken all the promo sales info & prices down (though offers remained valid until store-close 3hrs later) & decided to go home, leaving an inexperienced junior assistant trying to find appropriate codes to complete the sale & organise the delivery. Delivery via 3rd party company, was supposed to be 3 days later. We were told to call the delivery company 1 day before to arrange a suitable time. No delivery request had been processed from the store. We phoned the store x3 & the delivery company, repeatedly, to resolve issue. The goods were finally delivered 18 days later! We had no workable cooker/range during that time. We'll never buy anything again from Rona. Utterly unprofessional & disorganised, with no sense of urgency to resolve the issue (from QC!).

I love Rona! The staff always are helpful specially in Park and Tilford branch.
Organize, clean, easy to find whatever you are looking for.
Thanks

Very convenient: on web site figured out which nearby store had product available, ordered item online, few hours later got email saying ready to pick up. Went to pick it up, no wait at store to pick up! Great service.

Limited selection in some areas. Staff is ok. As with most big box stores, the staff knowledge and helpfulness can vary day to day.

Ok Rona, with the exception if the odd deal this place is pricey. I want to shop canadian but Rona prices are very high. The 3 stars are for the wonderful staff at this location. I would like to give them 5 stars but I need to take away because of the prices.

Employees weren't very interested in helping. Couldn't find what I was looking for, even though they said they have it.

Great go to place for paint & all my home reno projects.
Friendly & helpful and knowledgeable staff.

I’m leaving this review as I wait for some help at the service desk. There seems to be almost no employees around to help, and the service desk only has one person on it. The line up for the cashier is huge. It’s almost as if they don’t want your money!

We tried the click and collect method because we figured it would be quick and easy. We get there and show the rep the email confirming item is ready for pick up. The rep tells us the item is not ready and we should come another day. Even though we could have just went and grabbed it off the shelf. The rep then realized he inputted the order wrong and blamed us for it even though he copied the order from the email we showed him. The rep was extremely rude and loud and we had to tell the rep to calm down because he was causing a scene.

I know Rona is a massive chain but please improve your customer service because we will never shop at this location again.

I remember when the people who worked here were actually from the trades of the area they worked at in the store.
Today I asked the people in the store for grip tape or something similar. A lady walks me to the tape and is looking at the different tapes. I said do you know what I mean and she responds, no. So why not ask.
I then ask another person in the paint department for a spray paint that’s textured. He has no idea what I mean so I scour the cans for a bit and I notice a textured spray paint.
Really can’t these people when they have a moment look around and see what’s it hero department?

It's nice to know that even with the "new normal" the staff at Rona are as incompetent and unhelpful as they were pre covid.
Returns are a major hassle, the cashiers make you seem like a criminal for returning product.
I would love to support Rona but their rude staff poor return policy has me shopping at home depot

I was ready to buy a small roofing pack at the Park&Tilford
location this morning. When I ask for help to get the material for 85 square ft gardenshed re-roof together, I was directed to their lumber yard. That was not any help at all, because all the people there either were driving forklifts, or talking with other customers.
As I was standing, waiting to get asked to help me, nobody seem to care. When I returned to the store's inside service desk, there was not anybody there, asking me to help.
I got the impression, that the store has serious staffing issues. My solution was to see the other RONA on 3rd Street, where help was no problem at all.
Marco

Rona is usually good but today going in to grab something 3 minutes before closing a cashier yelled at me from the right corner to "make it quick"

I dont appreciate being yelled at when I enter a store.

If you dont want cusomters to come in then lock the door.

Good selection of lumber, sprinkler supplies were a little late this year, carry appliances now too - all with Armies too