Grand & Toy

Dear potential customer,I’d like for you consider this story before you chose to give your money to this company.I have a customer of mine that is a close friend to my aging mother. This couple is also of advanced age, both of whom have diabetes, and heart conditions. At this advanced age they run a household and have custody of 6 grandchildren plus house one great grandchild. I ordered boxes of 48 rolls of toilet paper because this fulfilled their needs during Covid. I have ordered for them 5 times off of Grand and Toy’s site. 4 out of those times, Grand and Toy has delivered, however never on time, not to mention each time I’ve called to ask for help, while I DO get greeted with professional people speaking to me each time, literally NONE of these people and even their managers that they have escalated the issues towards have ever done a single thing to solve the problem, which has always been an issue with the delivery, meaning they email me the day that the item will be delivered and then a week or 2 later, I’m still on the phone asking to find out where my mothers friends toilet paper is.The aging couple I order for and serve, have called me to let me know about why they really love the toilet paper because it lasts them longer than any other kind especially in their household! To me that is value.My experience with ordering this toilet paper for this couple’s family has been far from substandard. I have now ordered 5 times from Grand and Toy. I had one good experience. That one being the very first experience. From then on, I have received emails as to when my customers toilet paper will be delivered on, only to have it show up a week to a month later.Not a single one of the customer service reps I’ve spoken to including the managers that have seemingly escalated the “issue” to higher ups have never once called me back to follow up with me. Ever.So, 4 out of 5 times that I’ve ordered, this has been my experience. No one makes me aware of what’s changed or anything. This last time, I’ve found out, that Grand and Toy uses other companies to deliver their orders for them, only they don’t provide the tracking numbers or codes to the customers. Not only that, they don’t even let me know about this, and then make excuses for these companies when they’re not doing what’s necessary, which to me is getting the job done. Doing what you have to in order to fulfill the customers’ need.In this case, I’ve been understanding, because it is Covid, I get it.Where I draw the line is, when you use Covid as an excuse AFTER you’ve charged me and my credit card and THEN you email me when my order will be delivered, NOT deliver it, then you DONT tell me where it is, why it’s just sitting in a warehouse for over a week, and why it’s taking so long, AFTER I’ve called you for answers, and only have every single person tell me that they’re “sorry” and they feel bad for me. I’m not looking for an apology. I’m looking for clarity of what’s being done and seeing evidence that my experience matters.So far, after the 5 orders that I’ve made is that Grand and Toy, while I know they don’t mean to, have not given me sufficient evidence to prove to me that my business matters to them in any way at all.So if you do chose to give them your business pls understand that you will get anything other than an apology from whoever you may speak with, but nothing beyond that will be done in order to retain your business at all. Your dollar is your vote.

I don't know the delivery guy's name but he was most unpleasant. He dropped off our stock and wanted to leave it wherever he liked . When I had asked him to bring it to the back room he threw a box down and huffed his way to the back and just left it in on the floor in the way of our customers. I don't know what his problem is but, there really is no need for nonsense like that. Makes me look down on the company and how they train their staff.

If I could give them zero stars i would. I have been trying to place an order online for over 2 weeks and they cant seem to figure out the problem. They don't seem to want to fix it either. I will take my business elsewhere so I don't have to deal with uneducated staff

The worst customer service I have ever seen, they are Terrible! every single time I called them for a late order delivery they told me they will call me back ASAP but they never called!!! last time I asked to talk with supervisor, they put me on hold for 20 minutes so far!!!! I write this while I`m waiting to talk with supervisor!!!!Update two days later: still didn't receive my order!!! Customer service supervisor(Marcia) don't answer my phone any more!!!

Received the wrong item which they said was compatible. Called and was told that a return shipping label was emailed to me. I have not received it and I did not hear back from them when I sent an email asking where it is.

Ordered laptops online at a discounted price and they ended up cancelling my order because it was priced wrong.They took my money out of my checking account. It was a confirmed transaction. It was not pending one,Yet they still cancelled my order ,took my money and haven’t returned it.

If I could give them 0 stars I would. I purchased a colored HP printer. Luckily, the printer itself works fine but all inks needed replacement after printing 20 colored sheets. On HP’s website, they advertise that the ink will need replacement after 600 pages of colored printing. Very disappointed! I have contacted them 5 times in the past 1.5 months and they keep replying thank you for your patience, we are working with the vendor! Take your business elsewhere.

Absolutely brutal service. A simple order to be picked up.Turned into a nightmare live chat and I cancelled my order. I will shop somewhere else.

ZERO STARS. Simply appalling service. Ordered a $550 office chair. Received no e-mail notification that it had shipped, so no one was home for the delivery. Stayed home from work for the following 2 days waiting for the order to be re-delivered; called the toll-free number several times each day looking for updates. Their customer service system could not provide any information on whether my order was even out for delivery or not. Was not allowed to pick it up at the Burnaby warehouse. Called to cancel the order and get a refund, was told this would take 15+ days. The only official notification I have ever had on this order was the one confirming my credit card had been charged.

terrible !!They said my order will come before 14 days. and it took more than 14 days! probably 1 month??? terrible company. they do sell printers for lower price but long waiting. you probably need to order 1 month before !!