• SHOP.CA

SHOP.CA

Overview

SHOP.CA has a rating of 1.67 stars from 221 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about SHOP.CA most frequently mention customer service, credit card, and gift cards problems. SHOP.CA ranks 551st among Electronics sites.

  • Service
    44
  • Value
    41
  • Shipping
    42
  • Returns
    27
  • Quality
    37
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • THE CUSTOMER SERVICE PEOPLE THAT YOU CALL ARE SO RUDE.
  • Forced to dispute the transaction with the credit card company!
How would you rate SHOP.CA?
Top Positive Review

“Normal online shopping experience”

Alexander V.
2/21/17

I purchased a suitcase that was supposed to be shipped "within 3 business days". A week later, the item's status still showed as "supplier processing". I called their support line where the recording told me that they were experiencing "normal than higher call volumes" (sic). I had sent an e-mail and indeed received a response within their target response time (24-36 hours). Turns out the item was already shipped and waiting for pickup at my local Purolator depot. There was something wrong with shop.ca's online status update system. Otherwise, my experience was good, the item's price was very reasonable, and shipping was fast and free.

Top Critical Review

“Very poor customer service - in fact no customer service.”

David B.
8/23/21

I ordered an arboura week ago. I got a purchase confirmation email immediately. Then few minutes later an email from Route advising it will be doing the fulfillment and delivery for Shop.ca Since that time the tracking on route says "awaiting estimated arrival). As others have said here, the phone never gets answered. All 4 menu options lead to the same voicemail; saying send an email. I have sent 2 emails to support. But no reply to date. Come on Shop.ca SMARTEN UP!

Reviews (221)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (59) credit card (14)
Thumbnail of user davidb6688
2 reviews
0 helpful votes
August 23rd, 2021
Verified purchase

I ordered an arboura week ago. I got a purchase confirmation email immediately. Then few minutes later an email from Route advising it will be doing the fulfillment and delivery for Shop.ca Since that time the tracking on route says "awaiting estimated arrival).

As others have said here, the phone never gets answered. All 4 menu options lead to the same voicemail; saying send an email. I have sent 2 emails to support. But no reply to date.

Come on Shop.ca SMARTEN UP!

Products used:
Garden arch and seat

Service
Value
Thumbnail of user terrim597
1 review
0 helpful votes
April 21st, 2022
Verified purchase

I've been waiting 3 months for a fully-paid for gazebo and they don't respond to emails or phone calls to discuss. Luckily I paid through Afterpay and am getting my money refunded. Don't bother with this BS site they take your money — ITS A SCAM

Thumbnail of user privatep69
1 review
2 helpful votes
February 1st, 2022
Verified purchase

Took my money, cancelled my order and now having to fight for a refund with my CC company.

Reached out to customer service twice, nobody ever replies to me.

Thumbnail of user jennl84
1 review
1 helpful vote
February 10th, 2022

Ordered a gymnastics mat on Jan 4th and it's now feb10th and it still says processing. I've written 4x and not received a response to cancel my order. I think this site is a scam

Tip for consumers:
Don’t order from here! They will take your money and not send you the product

Products used:
Did not receive my product

Service
Shipping
Thumbnail of user charleneg145
1 review
1 helpful vote
March 9th, 2022

I ordered off of Afterpay, never received my purchase. The phone number rings twice and then goes dead. No reply to any emails. They're a scam.

Tip for consumers:
Don't order from here

Products used:
Nothing, never came, no reply

Service
Shipping
Thumbnail of user robk29
1 review
7 helpful votes
August 12th, 2015

So I made my first purchase with Shop.ca after finding a discount coupon on the web. I bought a Blu-Ray TV Series Box set Tuesday morning (7AM) and received it today Wednesday (10:30AM). Other reviewers stated customer support or order issues. My order was packaged perfectly and correctly. I am glad I didn't cancel my order after reading all of those negative reviews!

Thumbnail of user t.s1
1 review
0 helpful votes
February 14th, 2022

I have payed my order, never recieved it!
I tried to contact costumer service, its impossible to reach anybody!

Thumbnail of user simonc38
1 review
1 helpful vote
November 10th, 2013

3 days ago I received an email solicitation from PayPal to shop with Shop.ca. By signing up with Shop.ca, I would receive $25 sign-up credit from Shop.ca and another $25 credit from PayPal for paying with PayPal. I was supposed to be able to apply both credits in my first purchase of $100 or more. However, during the check-out process, after I have chosen the PayPal payment option, I was unable to apply the $25 Shop.ca credit. I phoned Shop.ca to get the $25 credited to my first purchase retroactively but no one answered the phone. I email Shop.ca but a day later no one answered my email. I filed a complaint to PayPal but PayPal said it's not their problem. Finally I got an email from the CEO of Shop.ca who then directed the team leader of the customer support department of Shop.ca to help me to resolve the problem. I am very relieved that I finally get all the credits applied to my purchase.
It appeared that Shop.ca is doing really well recently in their sales and their customer support department is overwhelmed by the huge increase in customer requests as a consequence. Thus the non-answering of phone calls and slow response of emails. Hopefully Shop.ca fix this problem a. S.a. P.

Thumbnail of user guidox
1 review
0 helpful votes
March 22nd, 2018
• Updated review

The website is really a joke. If you leave some review on Sitejabber, they said they would like to turn it around. I know it sounds wonderful, right? But the fact is, they just told you that the supplier cancel the order without the explanation. That means they can handle your order whatever they like, but shop.ca are not responsible and has no willing to solve any problem! Give my refund back! I want to stay away from this website forever!

Ridiculous shipping promise
October 25th, 2017
• Previous review

Don't trust what the website promises on the shipping: Leaves warehouse within X business days! That's totally a joke! Nothing happened since I received the order confirmation email. Order received but disappeared forever!

Tip for consumers:
Avoid it!

Service
Value
Shipping
Quality
Thumbnail of user ryand82
1 review
0 helpful votes
January 3rd, 2018

The whole point of this site was supposed to be to offer Canadians a wide range of products online, with convenience & free shipping, something hard to come by north of the border. Unfortunately shop.ca has proved to be nothing but a giant headache for customers. This company does not bother responding to your emails. You have to chase them down to get any response. Terrible service, takes forever to ship (if you get it at all), and nothing but endless hassles and excuses.

Service
Value
Shipping
Returns
Quality
Thumbnail of user kristenj12
1 review
3 helpful votes
January 23rd, 2017

Ordered a shirt from shop.ca and they charged my credit card the same day. 3 weeks later still have not received the shirt. You cannot talk to someone at the "customer service" phone number they provide on their website... it goes to voicemail claiming they are receiving higher than normal call volumes and they suggest to email them. I've done so... time will tell if they are able to rectify the situation (I want my money back... I don't care about the shirt).

Service
Value
Shipping
Returns
Quality
Thumbnail of user roxaneo
ShopCA T. – SHOP.CA Rep

Dear Kristen,

We at Shop. Catry our best to provide a hassle-free experience for our customers. However, there are rare occasions, due to unforeseen circumstances on the part of the vendor, where the experiences do not meet the expected satisfaction of the customers. In such instances we do our best to turn such situations around. But we do have certain limitations in what we can offer our customers.

We asked the vendor to cancel your order when you emailed us on January 23rd inquiring about it. A refund is only processed through our system once the vendor cancels the order but they did not do that in a timely fashion. It seems that the amount was refunded February 3rd. We assure you that we are working hard to get back to our service levels and avoid situations like these.

Sorry once again.

Thumbnail of user hught10
1 review
1 helpful vote
February 28th, 2018

Dont order from this site. Never received item and there is no customer service. Still trying to get my money back after 7 weeks. Will contact local news and negative reviews on all social media. If enough complaints, we can start a class action lawsuit.

Thumbnail of user jenyar1
1 review
4 helpful votes
February 10th, 2017

I had purchased a pair of jeans. The package arrived, no problem, but the jeans had no tags attached at all and looked like used ones. I had contacted the company the same day, and of course they said that if there is no tags on the item you won't be able to return or exchange it! This is the worst experience ever! Don't buy from them, by the way the jeans arrived from the store called Jean Machine

Thumbnail of user roxaneo
ShopCA T. – SHOP.CA Rep

Dear Jenya,

We apologize for your experience. Can you please provide an order number so we can investigate this?

Thanks

Thumbnail of user johnh828
1 review
0 helpful votes
January 3rd, 2018

Placed order Nov 24th 2017 for 1 ESSO $100 Card. Initiated a f/u and Olivia reminded of 10-15 business day requirement (Not EBay/Amazon). Sent f/u on Dec 22nd. Received a confirmation that SHOP.CA would reach out to me within 24-36 business hours. No reply as of Jan 2nd. Handed off the issue to PAYPAL. Received a response indicating that digital gift cards were emailed with the link provided? Unfortunately the Tracking Report continues to indicate that the supplier has neither processed or shipped the gift cards!

Thumbnail of user blainec10
1 review
0 helpful votes
January 15th, 2018
• Updated review

My order for my other half's Christmas gift was given a response today! (quick back story. Ordered a irobot Braava from shop.ca on nov 27-17. They stopped replying mid dec)

Unfortunately Olivia said the pants i order in gray have been canceled, my case was closed as resolved... as noted above i ordered an irobot Braava not a pair of pants...
Not resolved at all!

Pulling my hair out. They haven't refunded me any money yet and haven't updated me on what the hell if going on with this order. Very unprofessional, reported this to BBB and the Canadian internet fraud center.

Update
January 2nd, 2018
• Previous review

Happy new year all, it is now Jan 2nd and i have sent out several more plees out to *******@shop.ca with not one reply since Dec 15th (not much of a reply, "HI Blaine,

Thank you for reaching out, there was a slight delay in forwarding your order to the supplier due to a tech issue.

Your order is being processed by the supplier and should be shipped soon.

Apologies for the delays and thank you for your patience.")

Still sitting in limbo on this reply.

I would love a reply on this...
December 19th, 2017
• Previous review

Well i ordered an christmas gift for the wife on Nov 27th (i like being ahead of the game) and i waited 10 days or so and it is still being processed. I reached out to *******@shop.ca, a couple of times. I was told it would be processed for shipment very shortly. After 22 days waiting and christmas less then a week away, i can get a reply back... if i was told there was an issue at the start, i would have had more than enough time to order it from somewhere else. Now that item is hard to find anywhere... please help me out Shop.ca id love to give you a positive rating.

Thumbnail of user bb164
1 review
4 helpful votes
June 1st, 2017

Shop.ca is the worst online business I have ever encountered, and I have bought a lot of things. I purchased shoes for my elderly mother, but decided to cancel the transaction within 30 minutes. The procedure for cancellation on their website did not work at all. I finally sent an email, requesting cancellation. Today 4 days later, they processed the transaction anyways, although they were in full knowledge of my cancellation request. I will report the company wherever I can.

Tip for consumers:
Don't buy anything through this company.

Service
Value
Thumbnail of user roxaneo
ShopCA T. – SHOP.CA Rep

Sorry to hear about that. We would love to regain your confidence in us so if you would please email support@shop.ca with your order id and subject line Site Jabber we would like to look into this and get back to you.

Thanks,

SHOP

Thumbnail of user stevenz34
1 review
0 helpful votes
August 27th, 2018

Only one-time shop on shop.ca in 2015. Then I returned it but get around $250 store credit which can only be used on this website. I tried so many times to buy something next two years. Not succeed. The stuff was so pricey. This year I found my credit gone. Then I know the poor shop.ca was bankrupt and now under a different owner. So I never get back my money. This is totally a joke. The other joke is that the previous CEO of Shop.ca, Drew Green, is now CEO of the online suit retailer indochino. Skip this one.

Thumbnail of user dawns133
1 review
0 helpful votes
December 21st, 2017

I ordered Nov. 27th. Update. I was heading out to find alternative gifts for my grandchildren when I saw a UPS truck doing a U turn outside my driveway and the cardboard boxes laying in my garden. At least the items arrived but with absolutely no email from Shop.ca that the items were ever shipped and therefore no way to track the items.It is Friday afternoon and Christmas Eve is Sunday... not the type of service I am looking for.

Tip for consumers:
They did not answer the phone, when it said you could leave a message it went to a busy signal, they did not answer the emails, or the facebook message. Earlier this afternoon I filed a dispute for the charge to my credit card with Paypal. I had no idea if the order was ever processed or shipped. BAD!

Service
Value
Shipping
Quality
Thumbnail of user alexanderv17
1 review
0 helpful votes
February 21st, 2017

I purchased a suitcase that was supposed to be shipped "within 3 business days". A week later, the item's status still showed as "supplier processing". I called their support line where the recording told me that they were experiencing "normal than higher call volumes" (sic). I had sent an e-mail and indeed received a response within their target response time (24-36 hours). Turns out the item was already shipped and waiting for pickup at my local Purolator depot. There was something wrong with shop.ca's online status update system. Otherwise, my experience was good, the item's price was very reasonable, and shipping was fast and free.

Tip for consumers:
Use e-mail support if you have any questions re your item and have just a little bit of patience.

Thumbnail of user roxaneo
ShopCA T. – SHOP.CA Rep

Thanks Alexander! Hope you continue to shop with us and we will continue to beirng you the best deals for affordable prices.

Cheers!

Thumbnail of user dragans2
2 reviews
4 helpful votes
January 20th, 2018

I have a shop.ca gift card I wanted to use for some Christmass shopping. But, there is no way you can do it although there is a place on site to redeem a gift card. When you click on that link nothing happened. I contacted customer service and got a reply after almost a month "Due to the change in management, shop.ca no longer accepts shop.ca gift cards. Sorry for the inconvenience." They also said "We are very excited about this new chapter and assure you that we will continue to provide the premium shopping experience". What a great "premium" experience. This site is a SCAM... STAY AWAY!

Thumbnail of user niks29
1 review
1 helpful vote
October 5th, 2017

Bought the e-Esso $200 cash card on Aug 26th. Never received it by email. Was promise I would receive the last week of Sept. But, never came. I don't get why they take your money before sending it out. Makes no sense. Asked for a refund. Was promise a refund between 5-10 business days... That was on Sept 28th... Still haven't received my money back. Awful service!

Thumbnail of user nicolel79
1 review
5 helpful votes
February 3rd, 2017

Horrible company! Everything is over priced and when you leave negative feedback on their Facebook page they delete it immediately. How can you trust a company that does not address issues but hides from them?

Thumbnail of user tonyl114
2 reviews
0 helpful votes
November 17th, 2017
• Updated review

Shop.ca charged my credit card for an order that they did not fulfil.
Each time I ask for an update on my order, I am given some false excuse and subsequently told that the problem will be fixed soon.

My recommendations for shop.ca:
1) Do not charge people before orders ship
2) If you will not be able to do something, don't keep stringing the customer along with false promises.

"Hahaha"^The official response to my legitimate concerns regarding shop.ca's conduct

Tip for consumers:
Shop.ca is a scam website that takes your money without fulfilling orders - just steer clear away. Customer service is nonexistent if something goes wrong.

Service
Value
Shipping
Returns
Quality
Thumbnail of user roxaneo
ShopCA T. – SHOP.CA Rep

Hi Tony,

We have tried on numerous occasions to explain the issue but you keep blaming us and posting unnecessary negative reviews about us. We understand your order is delayed but we have explained the situation and only asked for your patience while we work tirelessly to resolve this system issue preventing from the vendor to process your order. As per our policy, we reserve the right to cancel your order and we will be exercising that right today. You are being refunded back on to your credit card.

Have a great rest of your week.

SHOP

Shop.ca wants me to do their work for them
November 15th, 2017
• Previous review

I've already sent 9 emails to support regarding this issue - none of the responses to my emails were at all helpful in getting my order through. How would another email to support help? Instead, your best solution is that you want me to do your job of contacting the supplier to get my item shipped?

Your company took money from me, but no service has been rendered. When I complain about it, you suggest that I go and take it up with the supplier myself. Imagine you went to McDonalds, paid for a Big Mac, and the cashier tells you to go cook the burger yourself because the cook disappeared. Shop.ca is that cashier.

Terrible customer service
November 14th, 2017
• Previous review

They responded to my review of their website here by telling me that I need to be more patient. I've already waited 3.5 months.

The ENTIRE time, the product has been in stock on their supplier's website. It doesn't get more incompetent than this.

Service
Value
Shipping
Returns
Quality
shop.ca charged my credit card but refuses to ship item
November 13th, 2017
• Previous review

Ordered an item on July 23.
Emailed shop.ca on Aug 3 to update my shipping address.
They responded that the item was on back order for 4 weeks.
I responded to continue with the order.
On August 23 my credit card was charged.
On August 31 I asked for updates to my order.
Shop.ca responded saying that the item was on back order for 1-2 weeks.
I told shop.ca to continue with the order.
On September 28 I asked for an update. I mentioned that the item is listed as in stock on their supplier's web page.
I received a response that the supplier was having tech issues.
On October 18 I asked for an update on my order.
I was told that the supplier is still resolving tech issues.
On October 29 I asked for information on what the tech issue was.
I was told that the supplier had a tech issue which prevented the shipping of orders.
On November 2 I contacted the supplier, who told me that the item was in stock, and that there was no problem with shipping orders. I forwarded this information to shop.ca.
I was then told that the supplier is unable to view orders from shop.ca. Shop.ca claims that this is a problem on the supplier's side, however this is a very easy to solve problem. Just phone the supplier, or email the supplier, or use the supplier's website to make them aware of my order.

Tip for consumers:
Stay away from this company. They take your money and do not ship your items.

Service
Value
Shipping
Returns
Quality
Thumbnail of user williamm377
1 review
0 helpful votes
February 2nd, 2018

I had a SHOP.ca credit in my account since 11/2015. They say today there is no record of it due to a loss of computer data. The amount is at least $873.04. Two issues. 1. the loss of data without notifying the owner of the information may be a data breach 2. No plan to rectify the issue of lost credits. Seems like theft to me.

Thumbnail of user candacec28
1 review
0 helpful votes
December 21st, 2017

Ordered some Xmas presents mid november, they said it would be shipped right away. 2 weeks went by and I emailed them asking why I haven't received confirmation of shipping, they said the vendor was having issues and was backlogged and it would be assent in 1-2 weeks. I waited 2 weeks and emailed again only for them to tell me my order was being cancelled as they had no product. Leaving me high and dry and paying double for the item due to short notice for an Xmas present.

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Thumbnail of user roxaneo
ShopCA T.

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221 reviews
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