Well.caReviews 169

They use a substandard shipper called T Force - worst shipper ever - they failed to deliver in their window, then lost my package, no updates on site for 3 days - Well.ca says wait and refuses to do anything about it - neither well.ca or the shipper will look into it - form replies with no details - why doesnt well use a proper shipper - purolator, Can Post etc. I live 90 minutes from Guelph and now have been waiting 3 days after they stated I would get it 2 days ago.

Very bad customer service. I will never buy. Invoicing system not good. Does not work the way it should. Messed up two times my order. Could not cancel my order even if i emailed within 10 minutes.
I will only buy if i have too much time to waste on the phone.

They took the money and didn't send the package and don't want to communicate with me. This is the most disgusting online shopping experience in my life. I don't advise anyone to give them money! Be careful! 🤯

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.

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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!

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

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.

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.

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.

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.

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.

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

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.

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.

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.

Shopped at well.ca for years and it's always been a struggle. Items take too long to ship and often arrive damaged. Customer service is unresponsive and prices are far too high.

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.

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.
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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.