The Source Reviews 274

I ordered an Apple Watch online as the local store didn't have it. On January 2 the box was delivered to my door only to find it had been opened from the bottom and my watch wasn't there? The Source blamed the shipping company without even checking internally. It's now a week later and I am the only one at a loss here as I still don't know what is going on. Never again will I order from here because this is totally unacceptable in my mind. They should just upgrade me to the better version that is in stock for the troubles I am going through. Don't order online here because after your money is taken, they don't really care about your satisfaction...

Nathan & Sukh customer service was OUTSTANDING!! Both were very pleasant,knowledgeable and friendly while dealing wtih them. They exceeded my needs while staying in my budget. they took the time to explain everything in details and I higly recommend them for your phone, video games or any electronics! Great team at The SOURCE in Revelstoke!

As in many attempts before, check stock online and when I get to the store NO STOCK. They tell you they can order it in for you ... but if I need it now what can you do... nothing.. might as well order it from AMAZON. Not only that you have to be buzzed in (they have to unlock the door) to get service and they follow you everywhere in the store. No such thing as browsing and pick out your own items. They say buy local but they treat all customers as a potential thief I will go elsewhere.

If there was any award for the worst user experience, I would vote for TheSource. Have you ever seen a website that logs you out immediately after your sign-in, hence preventing you from checking and tracking your order? Well, this is a good address. Good luck to any customer. Good luck, too, to the managers of The Source, you do a great technical job to attract and retain your customers with such a failed website.
Kindly note that this killing issue keeps occurring even after cleaning the cache, regardless of the browser.

Store said they had the laptop advertised in stock. My wife attempts to purchase it.
Surprisingly it isn't in stock. They offer her a slightly more expensive model, She says put it away i'll pick it up tomorrow.
Tomorrow rolls around, returning to the store they tell her its actually NOT in stock and attempt to sell her a laptop nearly 3 times the cost of the original laptop we wanted. The website still indicates it as being in stock. CLEARLY A COMMISSION SCAM.
AVOID AT ALL COSTS

The worst ever customer service, with record-low professionalism. They claimed that an item out of two ordered was shipped to my home, which I explained several times and showed them by pictures that it's only one item that was shipped and the other is missing. When I asked them to talk to a supervisor, they said that no supervisor was working over the weekend!! I walked by their store in Oakville Mall, and I met with store staff, whom I believe would require immediate training on how to deal with customers in a much better way!. After showing them the parcel with only 1 item received in it, instead of handling the situation and taking responsibility after doing their due diligence, they just jumped to an argument and made a direct accusation, saying, 'How can we make sure that you didn't take out the item from the box??!! 
A few days later, I got a call from one of their managers, named "M", - I'll stay with her initial at this stage - which seemed in the beginning to be cooperative, and she sincerely apologized that there was an issue in their system and they're investigating  what could have went wrong..etc. and promised to take immediate corrective actions including meetings, training,,etc. and asked me to go and collect the missing item, meanwhile she admitted how bad the situation was handled from her team and as matter of  apology and as a little compensation to this awful experience, she offered a reimbursement of one of the items order value around 250$, while keeping the item shipped, which I felt a bit embarrassed to accept money and felt more appropriate perhaps if they wanted to make a gentle courtesy to offer an equivalent amount in a gift card, and she accepted. A few days later, I was surprised to be sent a gift card for only $25 instead of $250—a very cheap trick!! I gave them the benefit of the doubt and asked several times to talk to this manager until finally she answered, and in a very arrogant tone, she claimed that I already declined their generous offer to get reimbursed, and what they will offer is only $25, not $250, and either to take it or leave it, despite our agreement to issue a similar amount but in a gift card!!  To stay fair in my feedback, a well-deserved credit should go to their store manager at Oakville Place, who is the only person I dealt with out of six different associates and supervisors, who understands basic management and customer service skills, for his attempts to help with un-collaborating, call centers, and supervisors.
After reviewing the poor rating of this company here and on other platforms with similar incidences to mine and some even worse experiences, I'll give 72 hours for a senior leader in this organization to do their due diligence and intervene to investigate how awful and unprofessional this case was handled, to contact me, and to take immediate corrective action before taking it to other media platforms and more formal channels. The case now goes beyond being a professionalism issue; it's more about credibility and integrity.

Ordered a delivery from source. Left delivery instructions with purolator to not leave the package out in the open unattended as i was not at home. i asked them to put in a specific spot. guess what ? they left it right at the edge of the house near the drive way which anyone walking by can see it. i couldn’t find the package after getting home later at night. contacted source and was told that it’s purolators fault. contacted purolator and was told that it was sources fault. no one is willing to take responsibility for this. being a customer of source for almost 4 years and buying stuff with them of more than 2000 dollars … this is my last business with them… utterly pathetic from source for not taking any responsibility and just deflecting the issue.

response - that’s exactly what i was saying… you say i should contact purolator … purolator says its sources fault as they don’t have signature delivery policy… as a merchant i paid you the money to get the product in my hands… which i did not… instead of following up with purolator and making sure that your customer gets his product you are asking the customer to go fight with purolator or lose your money… this shows how much you value your customer and their business … and mind you - purolator is chosen by source to do their delivery .. you have agreement with them … i did not chose purolator as my delivery company.. all i could do was give delivery instructions… which i did … which were not followed … and still i have to lose my money.. what shame of a company

I ordered two items, an xbox controller for $49.99 and a microphone for $4.99. I only received the microphone. According to them, both items shipped in the same box. The box wasn't big enough to contain both items so they couldn't have been shipped together. After numerous calls to their support line, which they never had the same story on. Not to mention they never got in contact with me (I was told they would through phone or email). I was told that both items had shipped and that was that.

TheSource.ca stole $57.49 from me. I had given them lots of time, was always polite with their support. Now they leave me no choice but to take matters to my credit card company as I'm not paying for something I didn't receive.

On Black Friday, I placed and order for two items on thesource.ca. I subsequently received a confirmation email from The Source and saw that my credit card was immediately charged (my credit card shows me pending transactions). Days later, I get an email from The Source stating that my order had been cancelled. Within said email, it showed one of my two purchases as cancelled. The email however failed to state why it was cancelled.

I clicked on the item, and after it catapulted me to thesource.ca, I saw that while it was now out of stock online, it remained available in multiple theSource stores close-by. It would turn out that this item was [falsely] marked as in stock when I originally made my online purchase - an error of theirs that I certainly do not think that I should bear the burden of.

I thought that surely, as a valued customer, they would honour my original purchase price online, right? So I rang one of the stores explaining the situation and asked if they would honour my original purchase price. They suggested I call "The Source Customer Care @ 18665155855" so that they could help honour my original purchase price.

Having now spoken with "Sonya" of the source customer service, she tells me that because this item is no longer available online - and despite its current availability at multiple store locations, and my offer to go into any store to pick it up at my original purchase price - it is against their policy to allow me repurchase the item at my original discounted purchase price.

On the most basic of principles, this is plain wrong, unfair and not how you make a customer feel valued. Other reputable merchants like BestBuy had the same BF sales, but I instead decided to give my business to theSource who is now doing me a disservice.

I requested that "Sonya" connect me directly with a Manager and she said she would have to put in an email request so that I am called within 24hrs as "the managers are not available on Saturdays" (even though she had just told me that she had to check my situation with her manager) - I suspect that this was a lie but I will update this after 24hrs elapses.

If theSource fails to make this right, I will be returning the 2nd item, requesting a full refund on my order, and taking all my future business elsewhere.

Update Dec 2, 2023: Just got a call back from customer service manager, "Doug". Unfortunately, he maintains the stance that nothing can be done to remedy this issue. Unfortunate indeed. I will proceed accordingly with my returns.

I ordered something online, had it delivered to the Lime Ridge Mall outlet, and noticed when I got home that it was an open package. Though they were meant to open at 9 p.m., I tried to contact and chat on their website to report, but I got no response. Always check the product before accepting it, and be cautious of this store. I'll update tomorrow after talking with the manager of the store.

Update: 29 Nov 2023
I went to the store and spoke to Moa, who sold me the item; obviously he didn't recognise me :). He is quite rude and disrespectful, especially when dealing with an issue that has already been reported and their headquarters is engaged. When I ask, Manager is in the hospital, his business card has ran out, and his phone is dead. I decided over exchanging and instead asked for a complete refund because I don't want to deal with such terrible people.

I realised that their central customer support is excellent and quite helpful. Certain franchisees have problems, so avoid those locations.

I went to the source Argyle Mall London On. Was completely ignored at the store. They were not that busy.
However I was the only white personal in the store a senior.
I did not appreciate this and will not recommend or go there again

Nov.9/23 I purchased 4 items at the Source Kingston Gardiners Rd. I was helped by Alex and Dhairya.
I am 83 years young and needed advice and assistance. Both of them were pleasant, courteous and guided me through my purchases and installation of my cell phone screen saver as well as my tablet case.

This is my 2nd great experience at this store. The previous was late August this year when I purchased a laptop and tablet. Unfortunately I cannot remember the employees names.

I will be visiting again soon. I am unable to get the Vital wireless mouse to work on any of my computers and will be asking for help.

Thanks for having great knowledgeable cooperative staff.
ERC

My wife and I needed a few things as Christmas is fast approaching. We have always been very happy with the service at The Source in Lindsay.
Today, once again we were blown away with the Customer treatment we received from Caleb. He helped us decide on the "right" iPad for our young grandson, as well as several Aura Digital Picture Frames. The most impressive part was upgrading our cell phones, and they needed upgrading badly.
Caleb (again) suggested the right model for the right price. We were just delighted with Caleb.
He was professional, personable and patient with two seniors who are not overly tech savvy.
We were there for over an hour as he migrated the cell phones.
It was an enjoyable visit.
Thank you Caleb, and your co-workers!
Mike & Bev

I ordered online a Hp laptop November 15 sent me a email my order is begin processed next day you canceled It said something wrong with my credit card l tried to order again said no l called your staff tried didn't know why said call card they froze my card to many times reordered it again the 16th today November 20 you canceled again l called you again no one can say why There is nothing wrong with my card if so why is it going through on my card Your staff Ordered again November 20 said should be no problem will get it in 5 days I heard that before I shouldn't have to wait l have never experienced a problem from other companies in my life if a product is out of stock after you take your order it usually on back order they don't keep canceling Thank You Your staff were very polite l will not give up!

I have a disability that prevents me from using voice calls, so I went to the website for support and they have a "live chat" option that is literally just plain text, no link, just a bald faced lie. And they have a support email address that I've emailed multiple times and have never received any sort of reply, even though it's been months. Their customer support page is essentially a fake to make it seem like you can actually get help from them. I'd rank zero stars if I could.
Edit: They finally replied to my email (where I explicitly mention my disability preventing me from talking on the phone) "We can't do anything, but leave us a number and time and we can call you to talk." lol. Something tells me that "we can't do anything" means "we sorta skimmed the email and don't care enough to try."

An ASUS laptop was advertised on their site for $400.00 off. In store only, not available online. None of the stores near me had the item in stock. I took the time to do a more extensive search and found what I had already suspected. The item was not in stock at any store in Ontario and Quebec. I am not going to go as far as to say this is a bait and switch tactic but I am going to follow their website very closely and watch for a similar recurring pattern. Businesses must have sufficient stock to support anticipated demand of an advertised item or include limited quantity in the ad, and the ad must be pulled if stock runs out.
Update Nov 21 2023. The advertised item is available but keep in mind you have to physically go to the store to get it. It is available in Edson Alberta, a small town 200km west of Edmonton.

I was at the location at the mall in Kingston Ontario and a worker by the name of Jocelyn helped my daughter and I with a phone case and protection for her iPhone 15 pro
And we left with screen protector and camera protector and a case at a affordable price
And also applied them to the phone

So I had to call Microsoft themselves and talk to them gave them all my serial numbers to see if they match up and they don't. The control that comes with the game wasn't even registered they registered my used elite control they sold me cause that was it used as well. Both have extended warranty on them too. Tried to bring them in but they can't help me after they sold everything thing used, I don't know about the console it self I think was new I'll find out next time I talk to them. I asked better business to help try deal with this but they told them everything was fine so that's what I got told by both companies. But I got told different by the agent at microsoft.so now I have two bad controls. Think I have to buy a new one cause these warranties don't help.so they sell you used hard ware and tell you it's brand new but it's well used.

Worst customer service. While trying to process my order of $450.00 the sales person answered the phone twice tried to wait on 2 customers while dealing with my order. Two people working in the store and neither knew how to solve the problem . Not knowledgeable enough of procedure to be working without supervision. I ended up having to cancel my order completely.I will never do business with them again

I would give zero stars if I were able to. Purchased a television from them. It came and everything looked okay in the box. Took it out of the box and turned it on, and there's massive damage to the screen. Tried calling to have it dealt with, and was told that there was no damage on the box to match the damage on the screen. They said I must have damaged it. I had it for two hours at this point and I treated that thing with kid gloves the second it came into my house. They refused to replace or refund. I now have a $2700 paperweight sitting in my living room. Complete scammers and terrible customer service department. I will be escalating to small claims court. Save yourself the trouble of dealing with these con artists.

Update September 27:
As expected, the source posts a standard response to tow the line, refusing to fix their issue. Watch out for these scammers everyone, this is how their customer service department is. Avoid having to go through small claims court to get it dealt with like I now have to.