Horrible Customer Service
On Oct 27th we placed an order for 3 outdoor wall fixtures. Order # 1484843. After placing the order, I called Residence Supply and requested they not split the order while sending, bcos I do not want to have to pay for the Electrician to come twice. I said I was willing to wait as long as it took but I wanted bother orders to arrive together. The girl said she would make a note of it. But she didn't follow thro. I received the 2 Helios lights by courier but I'm told the Alpine wall light was sent by Canada Post and is stuck in transit. I've been given various delivery dates by "Faith" Nov 27th then Dec 3rd but so far it hasn't been delivered. I called Faith 3 days ago and told her I need to speak to her manager bcos I need to cancel this order as christmas is approaching and we plan to go overseas. I explained when i placed the order I was expecting it to be delivered along with my first order by Courier and not be sent by Canada post knowing there us a strike going on. I'm fed up talking to "Faith" and the "Receptionist" who put me on hold saying they will get me a manager but after 1/2 hr of holding dont even have the courtesy to tell me all their managers are busy. I call back and then they tell me their managers are all busy, 2 days in a row I have called and been put on hold and both days ALL their managers are busy. I'm told I'll get a call back from a manager but that hasn't happened either. Very frustrating customer service. I am someone who us used to only writing good reviews but Faith and your Receptionist has left me no choice. I'm using this platform to get answers. I would suggest anyone ordering from Residence Supply to check and make sure your order is not given to Canada Post knowing their on strike.
Reply from Residence Supply
Hi there,
Thank you for bringing this to our attention, and I want to sincerely apologize for the frustration and inconvenience you’ve experienced. I completely understand how disappointing it is when things don’t go as expected, and I appreciate the opportunity to address your concerns.
To clarify, your order was placed before Canada Post announced their strike, and unfortunately, we had no control over the delays that occurred once the package was in their network. While we do our best to ensure timely delivery, shipping delays due to external factors like strikes are beyond our control. I understand how frustrating this must be, especially with the holidays approaching.
Regarding your request to have all items shipped together, I sincerely apologize if this was not handled properly on our end. I will review this with the team to ensure clearer communication and proper follow-through in the future.
I also want to acknowledge the difficulty you’ve had trying to reach us and the delays in follow-up. This is not the level of service we strive to provide, and I will address this internally to prevent similar issues moving forward.
That said, I’d like to work with you to resolve this matter as quickly as possible. I’ve flagged your concern with our team, and I will personally ensure you are contacted to discuss next steps, whether that’s continuing to monitor the Alpine wall light’s delivery or finding an alternative solution.
Once again, I sincerely apologize for your experience and appreciate your feedback, as it allows us to improve.
Thank you for your patience and understanding.
Best regards,
Residence Supply