RONA Richmond

This store makes crazy noises in the middle of the night. The noise is like a mechanical sound.

Very dissatisfied and disappointed customer service. Won’t come back and recommend to anyone.

Staff was really kind and helpful. I had to return something that’d I’d thrown the receipt out for and I wasn’t sure they’d be able to help. But they looked it up and gave me my money back, and we’re nice about it.:)

During my entry, I over heard a discrimination comment from one of the Caucasian employees at the cashier. She said “you are from China, the communist side of China. ” to another Asian colleague at the cashier. Racism should not be tolerated.

Majority of the employees here are very helpful and friendly but today one employee came off as extremely rude. Today I went to return a 4”x4”x8” wooden pillar. The staff at the building material was friendly and so was the return till staff (although she wasn’t great with math but her attitude was awesome) but the employee at the 2nd cashier till was not. “Just return his money so he can get out of here” - direct quote word by word from her. I’m sure English isn’t her second language because of her ethnicity: Caucasian. So it’s inexcusable of her to say that to a customer. If it weren’t for the other two staff members that I encountered today, I would have given this store negative stars. Rona should fire these type of staff members, they will only drive away customers - additional training wouldn’t help because other staff members don’t have this problem.

Liam at the pro desk provided excellent customer service. Knew exactly how to solve my issue.

Convenience location, friendly and helpful. Able tp get what I need but choices/brands very limit.

I had to talk to five different members of staff all of whom gave me a very rude, unhelpful run around, until one older gentleman politely explained that they did not have the product I was looking for. Disappointed.

Local ownership, friendly, has most hardware supplies, best place for nuts, bolts and screws.
Knowledgeable staff

Ordered a part for my toilet online and it arrived the next day at the store. Super service! Thanks Linda!

Over the last 5 years I have relied on this place over and over again and every single time they have what I'm looking for. Other stores show it in stock, then I get there and customer service has no clue what year it is, this place has people who are friendly and know what they're doing, it's really nice. I have been in construction for 20 years and this place has never let me down once, where HD, CT, and others, I drive around from store to store then call here and of course; i should have started here. Take care guys

This store location use to be well run, but not anymore. Once a go-to hardware store for people in Richmond, no longer. The associates show terrible customer service to patrons. Obviously very poorly trained, and not monitored by supervisors. Specifically, the cashiers are unhelpful and act like they're sleeping. I stood around and waited forever for a return. No one acknowledged me. And generally over my last few visits nobody makes an effort to make you feel like a valued customer. I can tell you after going to this store for decades that this is the poorest quality of service it's ever been. I believe the management is not keeping the service quality up to par. Poor company culture produces poor attitude among workers. Workers are completely unmotivated. Prices have gone up much higher than other stores. Go to Home Depot instead.

The staff in the store was knowledgeable. I was looking for a planter and the staff was right around the corner, in their areas and can be easily found for help. He knew exactly where the items were. I saw him help another customer and he brought him to the grass seed area. The customer just picked up the phone and started talking without giving the staff anything response. The staff actually waited for him for a couple of minutes before the customer just walked away before the staff returned to what he was doing before. I saw another guy helping a customer with charcoal packs. The staff had great attitude and was friendly. Great service, the store is organized, the staff is knowledgeable.

The staffing at this store is inconsistent. Some staff members like Nelson and Brandon are amazing at their job. Nelson was very friendly and professional when dealing with the unreasonable customer ahead of me. Even though his shift was already over, he stayed past time to help me find the item I had been looking for. I had previously tried asking other service members for help but they weren't able to point me in the right direction. One staff member even simply pointed me towards another staff member who was on the phone and told me to ask them instead. Very unhelpful.

Got a ticket here for parking after business hours. I'll be taking all future businesses to IKEA instead. Bye bye Rona.

Great family owned store in the heart of Richmond. Highly recommended for quality, prices and the personal touch.

Thank you for sorting out my issue today. Much appreciated.

One cashier worked both for the purchase and for the return. I was in line for over 30 minutes. The store has very poor ventilation. It's very stuffy and hot there. I lost my time and got stressed.

This four stars are only for the store manager Laura. She was very helpful to grab my florescent light from the storage at the back of the store yesterday. Another two staff at the electric department were totally unhelpful. The first one that I met last Monday was even giving me wrong information over the phone and waste my time and gas to drive from Vancouver to there. Over the phone, he confirmed with me that they had the product available in store but actually not! The second one that I saw yesterday was the same and told me that florescent light was probably on the way to the store. However, he didn't know why the RONA website showed the product is available in the store. I was so frustrated and decided complaining to the store manage who helped me to get what I want from the back. Thanks Laura and I believe your staff needed to be trained like you to keep up the service in RONA.

I ordered range and dishwasher from RONA. Conformed delivery day is 2022-3-2, Wednesday. I took the day off and waited for the company delivery, without notice in advance, they cancelled delivery. Call the customer service, can not find my orders, if possible I will rate 0 star。I have online ordered a wine cabinet from RONA before, from starting and after receiving, I have received four Emails from RONA monitoring this order, but at present, RONA has disaster management and complete mess up. If you recently plan to buy major appliances or looking installation service, you have many options: costco, home depot, best buy, trail. I just have a horrible experience from RONA'S delivery and installation service.

Excellent, knowledagable, and friendly help at the help desk in the back.unfortunately it was rather unfriendly at the cash register on the way out.

Overall still a good experience and I will return to Rona again.

Great store! I love the Christmas decorations they got out as of late. I saw this quite handsome man called Ayman and he really got me the right pipes.

Basic needs nothing frilly or overly special it'll get the job done
Friendly staff seems to know where their products are

I went looking for a shed but walked out with a plastic watering jug and a hanging planter hooked holder. Good service when I needed help looking for a shed that they don't carry onsite.

I went to the Rona store in Richmond at 6pm on Sunday! All the cashiers just talked with each other, and won’t help with us at all! We try to buy a mini fridge, and the first time they brought out a broken one, then we waiting half hour, and no one answered us! They just kept talking with each other! Really bad attitude! Bad service! Don’t ever go to buy anything!

Big shout out to the store and staff of RONA Richmond who didn't hesitate when I called to inquire about purchasing 37 fans I wanted to donate to residents of a long term care facility where my mom is a resident as well. Thank you so much for saying YES when other stores said NO. You have helped in making the lives of 37 residents much happier.

This Rona is different than the other Rona's because it is privately owned, which might cause you some disastification. There's nothing really wrong with the store per say, but it doesn't earn a high star rating because they differ from the nationwide programs:

- I couldn't use my Rona PRO card here because I don't have an account with this specific store.

- The online stock is different than what is found in the store, while the other stores are pretty accurate.

- The prices here are different than other Rona stores. Don't expect to find another Rona's sale prices applicable in this store.

- Service was near non existant in here. It felt like a ghostown even with associates nearby. No one greeted us. Finally, on checkout, the cashier didn't show much enthusiasm. Maybe it was a bad day.

A nice, smaller sized Rona which still has a lot of supplies and is easy to get in and out (vs the really big box stores). My go-to for quick trips to the hardware store when you need more than the very basics which you can grab closer to home.

I went to buy some 2 by 4's and was in line, it was very long and it was all because someone didn't want to get off there phone, and had someone else do all the work thanks to Trinity Rona is still there.

First employee we came across and asked for help was rude and cocky but ultimately told us to where in the store we needed to look for what we wanted. Once we found what we wanted the second employee informed us it would be too much effort to access the fencing we came in for, therefore we couldn’t buy it. Well, sorry for bothering you at work then.

The store is wonderful but the curbside pick up is horrible. I called after arriving at the designated curbside pickup parking spot right by the entrance and had to wait online to be transferred three times before I was put through to talk to an online order pickup mployee. And the employee asked me to drive to the lumber yard to pickup the order when my order has nothing to do with lumber. I would still be OK if the traffic wasn't blocked in the lumber yard where multiple cars parked by the side the exit was blocked. Given how long the pandemic has been going on its surprising how poorly organized the pickup service is.

Customer rep (Mickie F) is rather unfriendly, does not smile. Rather uptight. Acts as if she owns the store. Will shop Homedepot in future. Homedepot Richmond although its farer has better selections and most of all it has much friendlier staff.

Review is specifically for the staff at the paint section. I asked for help to match a color. He replied that he is color blind. Very unprofessional. So I took my business to Home Depot, asked the same question, the staff was very helpful and helped me color match using a machine. Home Depot won this round.

Staff service was only okay and didn't seem eager to help like other Rona's. Didn't really feel that welcomed. Browses around and decide to purchase similar items elsewhere.

There parking is horrible, i bought a parking pass, and they still gave me parking tickets that they refuse to cancel, even when i show them the the parking pass. Scam artists

Looking for an access panel cover for water shut-off valve and the senior clerk on the floor didn't have a clue what it was and just said that they don't have it. I later found it myself but they didn't have the size that I was looking for. Rona has downsized their stores as well as their customer service experience.

The only challenge I've sometimes had here is finding staff for assistance. So now I usually go online to find what I want before I go. By the way, online you can check quantity available of an item at this and closest stores.
As well, if you can't travel, and the Tsawwassen Rona has the item, Tsawwassen can transfer it to Richmond. Just order from Richmond Rona and they will call you when it's ready.
Daniel

Don't come here during pandemic. Saw 2 customers without masks. Worse is some staff are only wearing face shields that protect their eyes, but do nothing or little to protect customers from those employees.
Consider other hardware stores!

The security guard at this location was so rude!
Upon entry I had forgotten my mask so instead of politely asking to wear one, the security yelled "YOU NEED A MASK" so I said "Okay I have it in the car i'll be right back" and he kept talking over me saying "WE HAVE MASK, SANITIZE, SANITIZE! "
I still went and got my own mask but he gave me so much anxiety first thing in the morning at 9: 40 am on November 8th I wasn't expecting to deal with this.
NEVER COMING BACK TO THIS LOCATION AGAIN!

Tight and suspicious on returns you bring. Refuse to take back an item because its open, but the description on the box doesn’t match the product inside. Should be more customer service oriented.

Staff are super friendly, emphasis on friendly. One time I was there trying to buy paint and this worker started to sing to me his recommendations for paint, this made my day I was super impressed with their responses and knowledge of paint.

In buying bulk tubing, a customer service person needs to cut and tag it for me. There was a customer service by the aisle of tubes for appliances helping someone so I asked him when he's done if he can help me, waited 10 minutes but when another customer went to him, he helped that person before me. I was so frustrated so I went and looked for another person, took awhile to find but he helped me right away. I liked going to Rona for location is convenient but the service there is really bad. Please do better.

Ordered a screen window from here and they are extremely slow. When they finally “finished” was found they messed up by making a different style! So disappointed.

The front end workers as usual are fabulous and Mickey leads the way she's been there forever never seems to take a day off always greets me with a big smile and is happy to help but I must say some of the people in the back aren't that great it would be nice if you could weed that out timeship tough and we understand still love the store

Very bad service from Building Material Kiosk. There was a guy in his fifties with very aggresive attitude on Sunday afternoon shift.

Worst experience ever, ordered a screen window and it NEVER finished (already 1month which they claimed 1week in the beginning!) still not finished! Summer is fking ending! I hate them!

Unbelievably bad customer services at the Building Material Kiosk. I ordered a wrench online and Rona sent me an email saying that I can go to the store to pick it up. When I arrive the store I was told by a man at the kiosk that he cannot find my order and wasted me 15 mins. I do not think I will shop at Rona unless they improve on their online ordering system. If you cannot do online pick-up orders properly, please remove it from the website!

Tried to return a fireplace purchased at Rona in North Vancouver, they refused to refund my money, manager was unhelpful. 0/10 avoid this store.

The staff was very friendly and helpful. The store was very organized and fully stocked. The prices were very reasonable. The store was in itself great to shop at as the location was not hard to find. I highly recommend this store to anybody not just DIY kind of people.

Craig in the lumber yard is the best! Excellent customer service and best quality treated plywood around.

Nice mix of mask and non masked customers.
Lots of store staff that ready to assist you and security is keeping que for tellers organized.

Much better customer service than the last time I been here. Was doing a job out on Steveson road and decided to grab some tools from here rather than Home Depot. The staff were on there heels and actually knew where everything was!

I like this store their prices are pretty reasonable, way cheaper than Canadian Tire. Also pretty friendly & helpful staff.

Love this place but 2 staffs accused my mom of messing up the restroom, though handled nicely by the first staff.
Also to the first staff's comment "we have cameras" like okay but it could really be anyone that being before or after my mom.
The second staff gave "yeah, right face" when my mom denied.
Had to leave immediately cause I felt ashamed to be there, didn't even finish picking out the things I wanted.
2/10 Staff
10/10 Rona
11/10 Embarrassment

The Worst store ever, the staffs have no idea how to work there but chatting to each other. It makes sense why Home Depot has better reputation!

Went to Rona at Richmond to buy steel wire for school project. Staffs are very nice and helpful there.

Called for online sale got someone who sounds like she is on drugs. Really bad phone customer service got it recorded could resist.

Friendly gentleman helped me look for an item and explained the product well (wish I got his name). So I went to pay, and I was helped by Gloria U. I didn't even say a single word to her and she had rang up my transaction. She told me the total so I tapped as usual. I used my debit but in her world somehow she assumed I had a mastercard. Right away she gives me attitude and doesn't even say a single word handing me my receipt in disgust. I had a feeling she was a trainy, and for a grown woman you would think she would learn customer service. Ruined shopping experience.

Service is subpar, prices are usually higher than everywhere else. Not to mention online pricing changes overnight and in store pricing does not match online listings. So be prepared to get confused with 3 different prices over 12 hr period. A shame to see a local landmark store being run worse everyday.

Poor customer services. Can't return anything if you lost your receipt. They see me coming at least twice per week to buy material and still couldn't return a dimmer without the receipt.
Switching to homedepot

Worst service ever! It’s okay for me to wait my door for 3 weeks, but it is not okay that you keep changing the promised date without prior inform. Don’t give promise if you can’t keep!

WOW if you want to go and get profiled while shopping from any of their useless security personal (or should i say doormen) cause they can't even stop any shoplifters or have the authority to do so but they can profile any white person who walks in this Rona with a backpack won't be spending any of my money there anymore.

Cashier called sku check twice and no one showed up. I waited a good 5 mins before just walking to the other end of the store for the sku. Long lineup as well.

You know if you want to find cheaper prices you can do it in other stores, but people who work here are little bit different.
They are so friendly and supportive that feels like your store.
I congrat them for having such a work atmosphere.
Good job all!