Complaints

This profile includes complaints for Royal Distributing Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Royal Distributing Inc has 4 locations, listed below.

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  Royal Distributing Inc

  925 Woodlawn Rd W Guelph, ON N1K 1B7

• 

  Royal Distributing Inc

  900 Champlain Court Whitby, ON L1N 6K9

• 

  Royal Distributing Inc

  5487 Hazeldean Road, Unit 4 Kanata, ON K2S 0P5

• 

  Royal Distributing Inc

  1954 Commerce Park Dr Innisfil, ON L9S 4A3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/01/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We placed an order on Dec 2 2024, all items listed in stock, payment for full order was withdrawn on Dec 2. Sent email on Dec 9 2024 inquiring on shipping as nothing has been received as of yet. Was told they were still waiting for items from warehouse. Between dec 10-15 ONE item from order was received. Sent another email on Dec 15, still no other items received. Received a response stating they were still waiting on ONE more item, A jersey, this jersey was then delivered on Dec 23. Multiple calls to customer service were placed, after sitting on hold for 20 min, everytime, and then being told no agent available to take our calland told to try again later then hanging up on us, we finally requested a call back. A agent called on Dec 17 2024, said our items were being shipped and the expected shipping time frame was a minimum of 10 days with Canada Post. Dec 19 received email stating they had our order and were preparing to ship, Giving us the assumptions yet AGAIN they had all the items. As these items were christmas presents, agent told us to print off pictures and give them to our daughter for christmas. As of Dec 23 still no items, another email was sent out. Response email stated still waiting on items from warehouse, replied stating we were told 2 weeks prior that all items were in and just awaiting shipment. Dec 27 received response they received our part in the warehouse and are doing everything to get it shipped should receive our tracking soon. Now with christmas come and gone figured would make a good birthday gift for our Jan 1 birthday girl, since her christmas presents never arrived. Jan 1 2025 comes and STILL No items. Another email sent, no response as of yet. Now Jan 11 2025, we are STILL waiting for our items.

• Initial Complaint

  Date:18/12/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a $1500 snowmobile track on November 2 2024. Received an email right away confirming my order, and an email with tracking was to follow when item shipped. Called customer service many times. They leave you on hold for 20 minutes and hang up. Managed to speak to an employee 4 times. First three times the track was in stock and would ship in a day or two. These calls were 2 weeks apart so someone is lying. Finally got ahold of them today, asked where my order was, and was told it was still there. Still have not received any correspondence from this company after a month and a half. Asked why it wasn’t sent, and the employee says he does not know, because he does not work back there. I have no idea what that is supposed to mean. Asked for a refund, and was told it would take days, still did not receive any correspondence after cancellation of my order to tell me I will be getting my money back. They don’t answer phones, they do not return emails.

• Initial Complaint

  Date:10/12/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is no phone number for the company, 1800 number they will never pickup. No voice mail on the number, they will never respond to email, I have been trying to either get my order delivered or refund, they are not responding. I tried to cancel my order there is no way you can cancel the order. * ***** ********* **** **** **** **** ******** 

• Initial Complaint

  Date:05/12/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 4 quad tires, received 2 tires but still haven’t received other 2 tires. Tried calling the store on Guelph, ON but no answer, was on hold foe 45 mins I just wanted the other half of my order, the other 2 tires

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered ****** tie down bars October 5th. The system processed my request and I got a shipping notification. I then received a call and email stating shipping was too high to my location. In an email I said to cancel the order. The rep confirmed it was cancelled. I gave them a couple of weeks to get the refund in order. I phoned and was told to give it a few more days (I gave another week) for the refund to show. I then emailed asking where my refund was (email was ignored). That brings me here to BBB as right now I have been charged for an item I won't receive and they are ignoring my contact attempts.

• Initial Complaint

  Date:17/10/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a pair of motorcycle boots from the business with their standard 30-day return policy. The company claims that they have had their system malfunction or cease to work that they are not able to offer refunds on anything sold. I have attended the business twice over the course of 3 weeks to seek a resolution including keeping my product at the store at the manager's request. The issue has persisted for over a month now with no resolution in sight. The business is claiming that they are working to get the system operational in order to offer refunds but the timeline is open-ended.

• Initial Complaint

  Date:02/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a water jug called a ******* freeze on a trip and crack. I contacted the manufacturer who said they would warranty it, but I had to go thru the distributor. I initially reached out to Royal Distributing at the beginning of September 2022. MANY emails later, they say they need my CC info to issue the charge back. Phone a "Dominico" who took my info and said it could take 5 days to process. This was at the end of December. Still no refund showing on my statements. I would kindly take a replacement in lieu of a refund. Or the money, does not matter which.

  Business Response

  Date: 02/02/2023

  Good afternoon, 

  I would like to apologize for the lack of customer service and communication provided.  This certainly should have been handled faster. I can offer you a full refund or the replacement product, plus we will add a $40.00 gift card to our company and hope we can earn your business back.  If you could email *******@*****************.com we will get this fixed right away for you.  Thank you

  Customer Answer

  Date: 02/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:25/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a throttle cable for my snowmobile. To receive free shipping I increased my dollar amount by purchasing 3 headlight bulbs. I received shipping confirmation and my order was delivered as expected. Inside were 3 bulbs and no throttle cable. I tried calling customer service to be put on hold for ever. I hung up and explained the situation over the online customer service. I recieced a message that they are looking into it. I have since sent 3 more emails asking about it with no return correspondence. I called again today and waited for a customer service representative to answer the phone. I explained the situation and they first said to go online and explain the situation. I explained that I already did that and they told me then its already being dealt with. I asked if they can help me. They said yes but hardly let me explain anything and kept talking over me. At the end of the conversation I beleive they were going to look into it for me. I still haven't received a response or know what to expect. I received the package last Wednesday or Thursday contacted customer service Friday and it's now the following Tuesday. I have no throttle cable that I ordered, paid for and need but I do have 3 light bulbs that I included and paid for to receive shipping that I don't even need. I would just like someone correct the situation so I can get the cable replaced. Order #*******

  Business Response

  Date: 25/01/2023

  Hello Scott, 

  I want to apologize for the lack of communication and service provided with this order.  This certainly isn't up to our standards and I will be discussing with our team first thing in the morning and getting this looked after.  I would also like to try and earn your business back, if you could email myself *******@*****************.com I would like the opportunity to make this right. 

  Thank you

• Initial Complaint

  Date:16/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered items online, been waiting on delivery for a couple weeks, items were all advertised in stock with 2 day shipping. I even paid extra for express ship. I called & emailed was told everything is in stock and ready to ship twice… but still nothing, been given to following response every time when emailed, see below… Hi there! thanks for reaching out! I have looked at your order and it has not shipped yet. I sincerely apologize for this inconvenience. I will bring your order up to the warehouse team to get your order shipped out as soon as possible. Getting very frustrated, no communication from Royal on reason why taking so long… 1000$ worth… Now about to leave for snowmobile trip and I have to run around finding parts cause Royal was unreliable…

  Business Response

  Date: 17/01/2023

  Good morning, *****.

  I would like to apologize for the delays and lack of service and communication provided with this order.  The parcel is expected to be delivered today.  Tracking number is listed below and has a time frame of 830am - 1230pm today. We have taken notes from this and working with our team to learn from and overall to be better.  There was an issue with the order that we tried to fix as quick as we could and in the end we know we need to be better, communicate more and really put our selves in the customers shoes.  In doing so, I am admitting to the faults here, taking strides to improve and we would like to offer you a gift card for your time and feedback.  I am a snowmobiler myself and I can totally relate to the excitement of a trip and just needing all the gear ready to go and you relied on us to have the gear to your door.  I am very confident on your next order you will see better service.  I am hoping we can win you back as a customer, if you could email myself *******@*****************.com we can discuss further on the gift card and a couple other things.  

   

  I look forward to hearing from you, 

  Thank you.

  https://www***********************************************************************

• Initial Complaint

  Date:03/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HI, I purchased a set of ATV tires from this company on Nov.26th/22 for the upcoming hunting season. Upon a closer review of the bill on Dec.03/22 I noticed that I was overcharged on the final total due to the incorrect amount calculated for the save the tax discount and immediately contacted customer service with regards to this and also as to why the package was not shipped out within the 5 business days as stated. I received a reply on Dec.06/22 with a tracking# and no explanation why it was sent late and the same breakdown as shown on the original invoice for explaining the charges but no response for the difference in the save the tax discount amount. I replied the same day asking again for the reasoning / clarification for the aforementioned with no response. I emailed customer service on Dec.20/22 again to inform them of my intention to file a claim with the BBB / Consumer Affairs as well as **** to dispute the charges. Also due to the unsatisfactory customer support I requested a full refund and for Royal Distributing to send me shipping labels to send back. As a result i received a reply however they would still not acknowledge the discrepancy in the charges but also to inform me if i wanted a refund the return shipping would be at my expense. Return shipping charges from ****** **** would cost $$$$$ so it discourages anyone from seeking a refund. This experience is unsatisfactory and am hoping the BBB takes this complaint very seriously as Royal Distributing's automated online calculated billing should be investigated / audited to ensure this is not a widespread occurence as I'm sure most individuals do not check this type of billing but assumes it to be correct. From my experience in dealing with this company and its customer service i'm requesting a full refund of the purchase price as well as return shipping to be at Royal Distributings cost. Please see the attached invoice as well as the entire email correspondence. Kind Regards ****

  Business Response

  Date: 04/01/2023

  Good morning, **** *****.

  I want to apologize for the lack of communication and customer service provided.  If you could email me the invoice number/part numbers *******@*****************.com I will look into this further and come up with a resolution as quick as possible for you. 

  I look forward to hearing from you. 

  Business Response

  Date: 12/01/2023

  Good morning, ****. 

  Thank you, sorry I must have missed the attachment on original email.  I have been working with our controller to explain the tax breakout further, it is as follows:

  if we take $895.96 and divide this by 13%(HST).
  $895.96/1.13%=$792.88
  $895.96-$792.88=$103.07 (this matches the discount on the pdf he attached)
  New subtotal:792.88+Shipping $28
  $820.88
  Add 15% nfld tax
  $944.02

  Subtotal: $895.96
  Shipping: $28
  

  I hope this breakout helps with the billing questions, as for the customer service side, again I do want to apologize for the communication and service and if you do not need or want these goods anymore we can have them shipped back to us and we will pay the freight, a shipping label will be emailed to you if this is the option best for you at this present time.  I can be reached at *******@******************.com if you would like to discuss further as well.  Thank you.

  Customer Answer

  Date: 13/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you to ***** ****** of Royal Distributing for going above and beyond to resolve this issue. Looking forward to doing business with them in the future.
  
  Sincerely,
  
  **** *****