Dewalt Factory Service - Ottawa, Ontario

Fatigued C.

Had a lovely experience with the manager Dave today. He was patient and kind as we discussed options for my old corded mower, which ultimately wasn't worth repair, and he answered every question, however silly, about one of their new mowers. Happy with the new purchase and will be returning.Turns out they have quite an extensive network in place to get parts so I'll be keeping that in mind. Thank you!

Kaleb W.

Never had any issues with DeWALT tools and I use em everyday, batteries are quick to charge and long lasting. Couldn’t say I had any complaints what so ever, fantastic brand!

Randy

I had a terrible several months long experience with a repair shop located in Kingston ON. I was asked to contact the Branch Manager at The DeWalt Factory Service Center in Ottawa. After sharing my experience with David he assured me this would be promptly taken care of. He was right on. Not only did he put me at ease he followed up with updates on the repair.

I'd like to personally thank the David and his team. My faith was restored in DeWalt tools.

Randy

Shawn P.

Best place to get any Dewalt tools serviced by far. Management team is on top of everything. Extremely fast and friendly service, 5 star isn’t enough. Highly recommend!

Andrew L.

WOW. Im impressed with my service today at the DEWALT STORE, I came to pick up my Dewalt Nailer and Peggy was extremely generous with my service today. I came in with a positive attitude and I got exceptional customer service. I see all these complaints on their google reviews. I just want to say. STAY POSITIVE and you will be rewarded. These are hard working people and they deserve good reviews :))

Peter G.

Shame on you DeWALT

I bought two DTSC922 DeWALT electric trimmers 2 years ago. Having two units allows me to finish the job faster when one of them runs out of the string.

I had used them for about 7 hours each when, some 3 weeks ago, both of them started to malfunction. The motors would not start or start and then stop after a few seconds – symptoms described in other reviews as well. Then, when it stopped raining and got dry, they started to work again.

I contacted the customer service in US (the phone number in the manual is a US number). They gave me the number to their only service center in Ottawa. I contacted the center in Ottawa and was told that the tool had 1 year warranty only. Initially I believed them, but then I read the DeWALT’s warranty again and concluded that it should really be 3 years. Here is the main part of the warranty that came with the tools:

“DeWALT will repair or replace, without charge, any defects due to faulty materials or workmanship for three years from the date of purchase (two years for batteries).“

I called the US customer center again, talked to a manager there and was told that in US they do honor the very same 3 year warranty and fix all the issues not caused by neglect or misuse for free within 3 years. They even send customers shipping labels to ship the tools for free to a service center. They also told me that they could not help me because I lived in Canada. The Canadian DeWALT’s Field Marketing Coordinator shared with me her version of the 3 year warranty, here it is:

“Covers defects due to faulty materials or workmanship. If, within three years of your purchase date (or the date code on the tool), DeWalt determines that your item is defective due to these reasons (such as in the case of a product recall or stop sale), you are entitled to a repair at no charge.”

So, to me, DeWALT Canada comes up with their own version of the 3 year warranty and ignores the warranty that comes with the tools. This is the first reason why I say “shame on you DeWALT”.

When I pointed out the luck of logic in all this, the Field Marketing Coordinator stopped responding to me and the manager of the Ottawa service center send me an email with his “final offer” expiring at 4 pm of that day. Since he included his number I called him, for the first time, but the conversation was very short as within 3-4 minutes he accused me of lying and using the tools commercially and hanged up on me. This is the second reason why I say “shame on you DeWALT”.

From what I see, my experience, both with the trimmers as well as with the Ottawa service center manager, is similar to what I see in other reviews. This suggests that my case is not an exception, it looks more like a rule DeWALT Canada applies to people who dare to ask questions about their own warranty.

Mhamad K.

I had an extremely disappointing experience at this DeWalt store, all due to the unprofessional behavior of the store manager. I went in to return a toolbox that came with a lifetime warranty, expecting a smooth process. Instead, I was met with disrespect and hostility from the manager himself. Someone who should be setting an example for customer service.

Rather than handling the situation professionally, he recorded us without our permission, which is completely unacceptable and a serious invasion of privacy. When we tried to discuss the issue, instead of resolving it, he escalated the situation and kicked us out of the store. It’s shocking that someone in a managerial position would treat customers this way.

DeWalt is known for its quality tools, but if this is the kind of treatment customers receive at this location, it seriously damages the brand’s reputation. I hope corporate takes action because no customer should have to deal with such unprofessional and disrespectful behavior especially from a store manager!

Amer A.

I recently had a deeply unsettling experience at a DeWalt store that was marred by the unprofessional and disrespectful behavior of the store manager. From the moment we walked in, the manager’s attitude was dismissive and uninterested in assisting us. When we approached him for help, he seemed more focused on getting rid of us than providing any sort of customer service.

What truly crossed the line, however, was when we discovered he had been recording us without our consent. This not only violated our privacy but also made us feel incredibly uncomfortable and disrespected. When we confronted him about it, his response was dismissive, and instead of trying to resolve the situation or apologize, he escalated things by kicking us out of the store entirely.

The lack of professionalism and disregard for basic customer rights was shocking. A store manager should be someone who sets the tone for excellent customer service, but this individual did the complete opposite. This experience has left me hesitant to ever return to this store, and I would caution others to be wary of being treated with the same disrespect.