• Well.ca

Well.ca

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Overview

Well.ca has a rating of 1.99 stars from 167 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Well.ca most frequently mention business days, last time, and next day problems. Well.ca ranks 807th among Cosmetics sites.

  • Service
    25
  • Value
    23
  • Shipping
    26
  • Returns
    17
  • Quality
    21
Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
10
8
See all photos

What reviewers want you to know

Positive highlights

  • Their customer service is flawless and always friendly.

Critical highlights

No critical highlights yet

How would you rate Well.ca?
Top Positive Review

“Amazing Customer Service!”

Billie P.
9/26/22

I'm extremely happy with how they resolved an issue of my shipment not having tracking info and arriving late. It worried me at first because I hadn't ordered from them before, but they handled it so well that I ended up ordering from them again soon after. I wanted to write this review because I feel genuinely grateful that there is a site I can buy natural products that largely aren't available for us in local stores. It's nice to have a Canadian company (that's not just Amazon) which has good services, fair prices, and products I feel safe using for us and our child. Thanks well.ca!

Top Critical Review

“Worst customer service experience”

N M.
12/13/23

Last time I ordered from Well.ca, they never actually sent out my package. I was the one that did the foot work to find out what happened. There was an invented shipping number that didn't actually exist (I found out from the shippers). By the time I figured this out, some of the specialty items I ordered were no longer available. Every time I contacted Well.ca, I got a different service person who had no idea what was going on. I just wanted my money refunded. It took about 6 emails until finally someone agreed to do this. Never again.

Reviews (167)

Rating

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Reviews that mention popular keywords

customer service (66)
Thumbnail of user tm825
1 review
0 helpful votes
March 22nd, 2024

They cancelled an order I needed urgently, then blamed it on me. Left me in the lurch with no reasonable explanation. When I asked why, they blamed it on a chargeback to my account. It was my first order. Then they disappeared completely. I can appreciate an honest mistake but disappearing like that is inexcusable.

Case #*******

Service
Thumbnail of user nm382
1 review
2 helpful votes
December 13th, 2023

Last time I ordered from Well.ca, they never actually sent out my package. I was the one that did the foot work to find out what happened. There was an invented shipping number that didn't actually exist (I found out from the shippers). By the time I figured this out, some of the specialty items I ordered were no longer available. Every time I contacted Well.ca, I got a different service person who had no idea what was going on. I just wanted my money refunded. It took about 6 emails until finally someone agreed to do this. Never again.

Tip for consumers:
Very frustrating customer service.

Products used:
Never got my order.

Service
Shipping
Returns
Thumbnail of user kolokok
1 review
0 helpful votes
February 9th, 2024

Terrible everything. High prices, slow shipping and bad customer service. Website is slow and impossible to find anything.

Service
Value
Shipping
Returns
Quality
Thumbnail of user gtcarruthers
1 review
0 helpful votes
November 29th, 2023

Ordered more than two weeks ago. Apparently it has been shipped but still not here. Tried to cancel the order and got a robot response that they would be in touch. But that has happened either.

Products used:
Supplements

Shipping
Thumbnail of user sg497
1 review
0 helpful votes
February 21st, 2024

This company sent me a Stanley that had been used and returned, it came damaged, I shipped it back and they STILL kept my $$ and refuse to refund me AFTER acknowledging that they have received my item! I will be contacting the better business burea! DO NOT SHOP WITH THIS COMPANY!

Service
Value
Shipping
Returns
Quality
Thumbnail of user areebar2
1 review
9 helpful votes
May 2nd, 2022

I bought their sonata breast pump for 400$. Stopped working after a couple of uses. Tried contacting the customer service so many times. They assured they will send a new one. Also confirmed through email that they have sent a new one. Never received a new one and they stopped replying to my email. I don't recommend anyone to waste their money with them. Customer service is not worth the price we pay

Service
Value
Shipping
Returns
Quality
Thumbnail of user joanna72082
1 review
2 helpful votes
September 1st, 2023

After my 1st order was canceled, the website showed Out of stock very soon. So I tried to re-order using an alternative product. Again canceled. The phone service replied that it may be missing some information and the only thing is to try to re-order again. Nothing valuable to help me. The strange thing is that the item that was out of stock was displayed on the website the next day as available for purchase.

Thumbnail of user billiep76
1 review
0 helpful votes
September 26th, 2022
Verified purchase

I'm extremely happy with how they resolved an issue of my shipment not having tracking info and arriving late. It worried me at first because I hadn't ordered from them before, but they handled it so well that I ended up ordering from them again soon after.

I wanted to write this review because I feel genuinely grateful that there is a site I can buy natural products that largely aren't available for us in local stores.

It's nice to have a Canadian company (that's not just Amazon) which has good services, fair prices, and products I feel safe using for us and our child.

Thanks well.ca!

Service
Value
Shipping
Quality
Thumbnail of user jasminejredmond2021
1 review
4 helpful votes
June 23rd, 2023
Verified purchase

I ordered nursing supplements as I'm a nursing mom. I get my tracking number but it said they couldn't locate the item at Canada Post. Then I get an email from well.ca saying there was an issue with my order, and asked if I had received it. I checked my mail box and did not. I emailed them back but didn't receive any response. Then the next day I get a delivery - wart cream? I called and they didn't once apologize and told me to email the same email with a picture. I told them I'm going away tomorrow and don't want the box sitting outside my house but haven't received word yet.

Too much trouble in my opinion with crappy customer service.
Easier to buy in store.

Service
Value
Shipping
Returns
Quality
Thumbnail of user jessf48
1 review
21 helpful votes
March 30th, 2020

I used to love well.ca, but since the Covid-19 crisis, they have really dropped the ball. They now only allow a certain number of orders per day, which is fair enough. But, now, on top of that, they have implemented secret "ordering windows". You can ONLY order within these windows, but no one knows when the windows are, so you need to keep checking back and hoping your order goes through. Disgusting.

Thumbnail of user daniels4076
1 review
2 helpful votes
June 18th, 2023

After writing four times and getting nowhere with their instructions, finally gave up on these clowns. Their platform worked fine and I have been a customer for 6 years but never again. We build websites so I know what I am doing but even after sending multiple screenshots just kept getting the same bull$#*! auto responses. One agent did reach out and blamed my browser until I replied that I was using the correct browser (Chrome). Suffice to say a well built platform needs to work on all browsers all the time. Don't waste your time with a company who cares more about themselves and less about customers experience.

Tip for consumers:
Try a competitor and maybe they will gain a clue?

Products used:
Supplements

Service
Value
Shipping
Quality
Thumbnail of user nihatince
1 review
3 helpful votes
August 25th, 2023
Verified purchase

I purchased a baby monitor from well.ca, but unfortunately, I couldn't get the camera to connect to the wifi. I followed the manufacturer's troubleshooting guidelines but still had no luck. In my desperation, I contacted well.ca customer service and explained my predicament. I urgently needed a functional baby monitor and wanted to return the product. However, they directed me to the manufacturer instead.

I spent another week testing the camera as per the manufacturer's instructions, but it turned out to be defective. I contacted well.ca customer service again and explained my situation, requesting a refund for the faulty product.

I made sure to request assistance in a polite manner and explained that I had a newborn and needed to resolve the issue quickly. However, it took me two weeks to finally resolve the issue.

If you happen to receive a defective product, it's important to note that returning it may not be a straightforward process. The company may require you to deal with the manufacturer first before honouring a return. This can be frustrating for both the customer and their overall experience with the business.

Service
Value
Shipping
Returns
Quality
Thumbnail of user emma3n3
1 review
2 helpful votes
December 3rd, 2022

Update: *After* completing my online order, I received this info: "Your Order May Take Longer Than Usual. Due to high demand, there may be a delay in preparing or shipping your order. You will receive an email notification when your order status changes. Thank you for your understanding and patience."

Isn't that something they should let customers know *before* they pay? Very underhanded business practice.
***************
I won't bother going into the details, because I've already spent too long on this purchase (including time spent on the phone with customer service, who eventually told me that I should just abandon my attempts to make the purchase on my phone and try the computer, and if that didn't work, there was nothing else they could do), but the checkout process is seriously flawed. I won't be ordering from this site again. I could have gone to the store 5 or 6 times in the time it took to place the order. More's the fool, me.

Tip for consumers:
Don't bother.

Thumbnail of user ralphf103
5 reviews
6 helpful votes
September 9th, 2021

Since Petsmart purchased Chewy the service has declined. They now use Ontrak for delivery in our area (LA) not Fedex. Ontrack is horrible. I live in a semi-rural area and Ontrak has repeatedly mis-delivered my packages to who knows were. I have had to report mis-deliveries and have the items reshipped several times. Ontrack delivers down the road and throws my packages in the dirt by the side of the road rather than driving up the hill to my home (we live on 23 acres). I have reported them to Chewy 4 different times and each time been told they will only use Fedex. However, today 12/16 my husband "caught" the driver trying to leave the package of Rx meds at the gate (wide open) and house within sight by 40 feet. Driver was too lazy to drive up to the house to leave it on the porch. I called Chewy, reported it again and told them I will no longer use them for my RX med deliveries. IF I see any food or other merchandise deliveries not delivered by FEDEX I will discontinue all use of them and purchase elsewhere or at my local store. It's sad that Petsmart are ruining a wonderful company. 3

Thumbnail of user francescar27
0 reviews
14 helpful votes
January 13th, 2022

After years of being a loyal customer, they refused to refund my money for two cans of dented apple pie filling unless I sent them back, even though I emailed a picture of the damaged cans. These weren't tiny dents, these were dents big enough for one of my fingers to fit in. Health Canada food safety states that if a finger fits in the dent, the product is not safe to consume, nor is it safe to consume if the dent is small but by the seam of the can.

Instead of apologizing and refunding my money, they wanted me, a disabled senior, to go stand in line at the post office, during a pandemic, to mail them back two cans that, if they practice proper food safety, they'd have to throw out when they received them... unless they plan to re-sell this possible food poison in a can to another customer?

They were adamant that they can't issue a refund, despite receiving a photo of the damaged products, unless I returned the item... even in a pandemic, even though I'm a disable senior at high risk.

Call me stubborn but I'm not going to risk my health over two cans of apples!

So, because they won't let you delete your own account on their website, I asked them to delete it for me because I will not longer be buying anything from them... which they did... and so over two damaged unsafe to eat cans of apples they lost a loyal customer of many years.

If I wanted to risk food poisoning by eating food from dented cans that Health Canada says is not safe to consume, I certainly wouldn't be paying the top dollar Well.ca charges, I'd go to the discount bin at a discount food store. But I wouldn't eat food from cans this dented even if they were given to me for free.

Service
Value
Shipping
Returns
Quality
Thumbnail of user melanieg153
1 review
27 helpful votes
May 25th, 2020

I placed an order 3 weeks ago and it is still has not been received. The customer service is the worst I have ever experienced. They are not responsive and that is only if you are lucky enough to get thru to someone. Email is even worse. Save your time, money and sanity and order somewhere. This company is too big and focused on profits to care about prompt, efficient service.

Thumbnail of user shalissab1
1 review
1 helpful vote
May 24th, 2023

Have received faulty products a few times. During covid they went from free shipping 35 to 50. Whats their excuse now? Brong 35 back.

Products used:
Cosmetics

Service
Value
Shipping
Returns
Quality
Thumbnail of user lorill
1 review
6 helpful votes
December 9th, 2022
Verified purchase

I've been ordering from Well.ca for years and have had many items arrive broken or damaged, the boxes are poorly packed and contents not securely or appropriately wrapped for transport. But the biggest issue lately is TForce as their chosen shipping company, they are terrible for tracking, shipping times, and customer service.

My two latest orders from Well.ca, with TForce as the carrier, have me questioning whether I'll order from them again. Well.ca handed both $100 orders over to TForce 4 to 5 days after I placed them. Over two weeks passed and there was still no status information beyond the dates they shipped. The tracking numbers given for TForce are useless because no ETAs or helpful updates are available until the the day the package is actually out for delivery. Seriously? Getting in touch with TForce is a lesson in frustration, what a run around. Each time I've contacted them they've sent the same reply (literally word for word) which claims that the parcel has not been received at their nearest warehouse and they can't tell me anything about the status until it arrives at their Delivery facility. What, you don't know where any packages are until they somehow make it to the Delivery facility nearest me? Then at one point when checking my tracking info there was a message on their website claiming there have been delays and they were trending toward delivering packages by Dec 23rd. That's about a month after my orders were handed over to them. Other carriers get orders from the same area, placed at the same time of year, to me in a week so 4 weeks or longer is unacceptable.

When I first reached out to Well.ca for assistance locating or getting an ETA for my orders they didn't respond. When I tried again I heard back from them 4 days later and was told to wait another 5 days and if the orders don't arrive to get back in touch. They said due to the increased holiday volumes and weather delays in my area that carriers have advised them of extended delivery timelines. That may be what they were told but that seems to be an issue with TForce only. I placed three orders from other online sites several days after the ones from Well.ca, two based in Ontario and another Quebec, and all arrived in BC in less than one week. Two used Purolator and one used good old Canada Post. No delays due to pre-holiday volume or weather and with each order the tracking number allowed me to follow their progress enroute with timely status updates and ETAs.

So I waited the 5 more days and contacted Well.ca again. This time the customer service rep said they'd check with TForce then get back to me the next day. Also that because of the amount of weeks that had already passed should no assistance come from TForce they may offer resolution in the form of a refund or reshipment of items (IF the items are in stock).

Update: I never did hear back from Well.ca. Both orders finally arrived, a just days short of a month after placing them. The orders were placed late November, long before Christmas volume should have been an issue. The lack of follow up and assistance from Well.ca combined with the bad shipping experience from TForce has been very off-putting. I can get the same items with faster & more reliable shipping, packaged better for transport, and have more responsive & helpful customer service from other online sites.

Tip for consumers:
Give a hard pass on ordering from Well.ca if TForce will be used to deliver your package. Well.ca tends to take long time getting orders shipped out even when using another carrier so if in a rush buy your items elsewhere. Also think twice about ordering liquids from Well.ca in the winter (containers tend to arrive frozen and exploded) plus glass & fragile items (due to poor packaging practices they often arrive damaged)....I haven't had this same problem ordering from other places in Ontario.

Thumbnail of user tanyap306
1 review
0 helpful votes
February 2nd, 2023

I seen Well.ca had a lot of bad reviews...but I ordered anyways because I seen they are in Guelph Ontario and a legit business. Im an hour away. Anyways I received my order in less than 48 hours via Purolator. So I felt compelled to leave a good review as they have earned it in my opinion. Good job Well.ca! The price was good too on my product. Bought Fishermans friend.

Products used:
Fishermans friend lozenges

Service
Value
Shipping
Quality
Thumbnail of user kseniav
2 reviews
4 helpful votes
February 19th, 2023
Verified purchase

I've ordered from well.ca for years, usually competetive pricing and decent delivery rates with low cut off for free shipping. Last year they increased it from $35 to $49 MIN, doable but still. So i go to order today and my cart is at $51 before tax, no discounts and they're trying to charge me $12.95 for shipping! While their website clearly states that free shipping is $49+ no small print no exceptions. For full transparency: this is shipping to Nackawic NB, a rural town of about 500-1000ppl, only 30min away from a 'hub' city of Frederiction. We're not talking NWT here or NFLD, etc. For other reference, when i went to change it to my sister's address in the 'city' of Saint John, it did change it to 'free shipping'. Go figure! However, in NB as is most of Canada, at least 30% of us live 20-30 min outside of a hub 'city'. How well.ca justifies this extra expense I do not know, as I pay the same price with canada post to ship a package basically anywhere in NB and NS. But guess what- they've lost my business. Lack of transparency and false advertisements are a huge no-no.

Thumbnail of user iamc4
1 review
8 helpful votes
November 21st, 2021
Verified purchase

I had a bad experience with Well.ca when the package arrived at my house and I refused to receive it. And at that moment the driver returned the package, Shipper confirmed the acknowledgment. But after 12 November 2021 the status of the parcel has not changed as the parcel is rejected by the recipient and the shipper is being returned. Tforcelogistics They asked for several days to check and got a reply that the parcel could not be found and emailed me apologizing with instructions for me to contact well.ca for a refund or replacement, but I chose to request a refund. From well.ca, but the shipper kept silent and tried to get me to the police station to file a complaint. (I refused to go to the police station because it was not my duty. And the transport company never advised me to go to the police station. Because it's the shipping company's liability and Shipper will have to refund the money back to me) but I'm wondering why Shipper is stubborn about not refunding!? And I never received any email from shipper again. I'm disappointed that when this happened and this problem it's my big problem and it's corruption. The shipper refused to process a refund for me! well.ca is cheating over $400 of my money.
Order #1CY*******.
Order Date: 11/05/2021.
I have a primary from a shipping company. I have attached the file so that well.ca will have a good conscience and refund my money back.

Service
Value
Shipping
Returns
Quality
Thumbnail of user altheas7
1 review
15 helpful votes
February 26th, 2020

I was looking for a hard-to-find in Canada cosmetic line - and to my surprise they have them at Well.ca at half the cost than Shoppers Drug Mart! I ordered Sunday morning and received shipment Tues aft. So 2 day delivery is excellent. I don't know why others have complained. You get to support a small Canadian company instead of Corporate Amazon who BTW pays no taxes and has very poor conditions for staff. It's a nice touch to receive a Thank-you hand-signed note. I appreciate you Well.ca

Thumbnail of user aurorak15
1 review
7 helpful votes
December 24th, 2021

For the third time in a row, Well.ca failed to deliver my prescription. I only have enough for tonight, now, and I'm not supposed to go cold turkey. They're closed tonight and for the next two full days. I have no way of transferring my prescription. I'm in big trouble thanks to them.

Don't waste your time and money.

Service
Shipping
Thumbnail of user paulag179
1 review
22 helpful votes
February 19th, 2020

Well.ca used to be my go to because of their good sales and quick shipping, but gosh have they gone downhill. The products on their site are more expensive than anywhere else, and shipping is so so slow. If I wanted to wait over a week to receive my goods I would just source it locally. Health/wellness products are becoming mainstream and more readily available so this company really needs to step up to stay competitive. You're better off sticking to your local health food store or Amazon. I see no benefit anymore ordering from this company.

Thumbnail of user agnesc84
1 review
4 helpful votes
December 31st, 2022

I got an oder and waited for more than one month of nothing. I followed up many times their customer service and promised to tell their carrier to send the package. Their reason of the delayed because of the weather or whatever reasons their telling. Then again I called them to follow up my order the customer service agent says that they asked the carrier to prioritized and deliver on the date they promised. Unfortunately on the date itself of their promised I got an email from the website that there's no update yet by the carrier. I was totally disappointed with their bad service. I won't ever order on this site anymore. This is absolutely disgusting transaction. I never recommend this site to my friend and relatives.

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2.0
167 reviews
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