Kanata consistently delivers on dependable shipping and careful packaging, with fast delivery that arrives on time and products arriving well protected. Customers highlight a wide range of authentic Canadian items—from maple syrup and cranberries to Canadian beers and ice cider—being easy to purchase and reliably available, with many notes of good taste and appealing packaging. The customer service stands out for responsiveness and helpfulness, including smooth ordering processes, quick issue resolution, and friendly, efficient support. Overall, the store is praised for authentic products, reliable delivery, and attentive service that enhances the shopping experience.
I liked the products offered and the customer experience on the site is appreciated and clear. Everything is simple. However, customer service is non-existent. I encountered a delivery problem that was not due to Kanata but was related. I wrote an email to explain the situation and to know the procedure to follow in such cases. 5 days later, I still have not received a response from them.. fortunately, the delivery problem was resolved differently and I received my order.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 28/11/2020
A bit expensive for the quantity of products and one box arrived damaged, inconvenient for a Christmas gift. Despite my requests for a commercial gesture (a small discount on a future order for example), I only received the response: it's the carrier's fault, not ours, and their terms do not allow for a gesture. Very disappointing, because when you do business, you take responsibility, including for transport.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 18/11/2020
Delivery time not respected, delivery person without a mask (covid-19 lockdown).
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 22/10/2020
The cakes had lost their filling, all dry it was in crumbs in the box
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 15/10/2020
I am disappointed because they sent me products that I did not order
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 11/10/2020
A product arrived expired, nevertheless, the delivery service is excellent and the products are good, and in good condition
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 28/09/2020
Lack of salt in the cheese and not firm enough. From a pure wool Quebecer
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 22/09/2020
Unfortunately, when removing the presentation box from the bottle, it is no longer presentable to offer. Moreover, the information on the manufacturing, origins, and tasting method are no longer presented. Furthermore, I am sure there is more cardboard than with the box alone, and by taping the bottom of the bottle, if a glue point remains on the bottom and you place it on a tablecloth, the glue sticks to the tablecloth and it is ruined, even lifting the crystal glasses!!!
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Response from Kanata
Hello,
And thank you for taking the time to give your opinion on this product. If I understood correctly, the bottle inside the cardboard case is no longer presentable, but I do not understand why.
Would it be possible for you to send us photos at [email protected] and to contact us at 02 97 68 15 27? Our team of advisors will surely be able to help you.
Sorry again that you are disappointed, sincerely,
The KANATA team
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 12/08/2020
The syrup is of course still very good, the shipping is fast, but compared to usual, the packaging was really light. Always a little friendly note inside, but the two jugs were just placed in the box without any additional protection. Perhaps an oversight, fortunately nothing was damaged.
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Response from Kanata
Hello Mr. CASTELLI, We sincerely apologize for this error and the lack of cushioning in your box. Laure and Romain, who prepare the orders, apologize for this exceptional malfunction. They are serious people who pay a lot of attention and affection to their work, but there was a mistake this time. We use recycled and recyclable packaging, which perfectly protects fragile or non-fragile products. Thank you for getting back to us, we always try to improve our packaging and our customers' satisfaction. Best regards, Laure-Anne from Kanata
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 13/06/2020
Never loyalty bonuses
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 13/05/2020
I put my address in Lyon and my package ended up in a relay in Paris! So money debited and package in Paris, thank you Kanata!
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Response from Kanata
Hello,
First of all, I would like to apologize for this delivery error, even though we are not directly responsible for it. It is not a labeling error or a will on our part.
I retraced the same steps to understand where the error came from.
At the time of placing your order, all the additional information you added (notably building number, digicode) created a
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 02/12/2019
Second time I order from this site, second time I do not receive my product on time.
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Response from Kanata
Hello, We thank you for taking the time to share your opinion on our site and we apologize for the delay related to the second shipment even though we are not responsible for it. However, we would like to clarify a few points regarding the first shipment, for which we had already responded. You placed an order on Friday 20/09 at 15:38 and you wanted delivery on Saturday 21/09. As explained in our general sales conditions, all orders placed before 10 AM are shipped the same day. Others are shipped the next business day, which is Monday for yours. You expressed your dissatisfaction, and we chose to refund you on Monday even though we were completely within our rights. What is unfortunate is that if you had contacted us by phone on Friday to request same-day shipping, we could have done it. Regarding the second order, it was placed on 2/12 around 9 PM and shipped on 3/12. Unfortunately, the problems of strikes and increased workload for all carriers caused your package to be delivered late. In such situations, do not hesitate to contact us directly. We would have found a solution by reshipping a package to you. Hoping that this delay did not spoil your enjoyment of your order, Best regards, The Kanata team
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 28/11/2019
Hello, very good products, but very poorly packaged. Very large box poorly suited to the products, they move around inside, for example 2 jars of maple butter, 1 jar of fine sugar as well as maple syrup that crushes the 2 boxes of maple cookies. Not very nice when it's for a gift.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 24/09/2019
I thought I was buying maple tea from Canada and not from Bangladesh or Sri Lanka.
I think I got fooled
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Response from Kanata
Hello,
Thank you for taking the time to rate this item. Regarding the teas from METROPOLITAN TEA that we import from Toronto in Ontario, it is as specified on our site and on the packaging, black tea from Ceylon. Unfortunately, the climatic conditions in Canada do not allow for the cultivation of this variety of tea. However, they are very high quality: natural essence flavors, real maple syrup, superior quality Ceylon black tea, unbleached bags, a company committed under various environmental and human labels... If you want to taste typically Quebec tea, I invite you to try Labrador tea, which has beneficial properties for health. Looking forward to preparing a new order for you, sincerely, Emilie from Kanata
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 25/07/2019
A bit disappointed with the shipping of this order. Average packaging of beer bottles, one of the bottles was broken when I opened the package.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 04/07/2019
Disappointed
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 27/06/2019
Good site but could allow selecting multiple products at once if using a phone and not a computer.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 01/07/2019
Beautiful site and well stocked! Good idea to give us culinary and travel tips. Your site is pleasant.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 28/06/2019
Good products, but some out of stock are not mentioned.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 16/06/2019
3 boxes of maple syrup were all dented while the box showed no signs of "maltreatment". These boxes were meant to be given to friends and I am disappointed.
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Response from Kanata
Hello,
We have just discovered your disappointment on the AVIS VERIFIE site while you did not reach out to our customer service by phone or email. We understand that you may be disappointed, but it's a shame you didn't contact us directly.
If you had sent us photos as specified in our terms and conditions, we could have reshipped the rods because if they were damaged it is due to transport. We never put a 'dented' product in our packages and we take care to secure the products well in the boxes. Unfortunately, sometimes that is not enough! We could have made a damage claim with the carrier within 3 days following the delivery, but we are now out of time.
If you have the possibility to send us photos of the rods if they are still in your possession, we can try to obtain compensation from the carrier's customer service. Do not hesitate to contact us directly at [email protected].
We remain at your disposal, sincerely,
The KANATA team
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 31/05/2019
Poor packaging, damaged and torn! Too large a box for few products and very poorly protected! Moreover, either items were missing, or the box was tampered with!!! Very, very, very disappointed!!!
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Response from Kanata
Hello, we are really sorry for the problem you encountered with your order and we apologize even though it is not our fault. In fact, the package was damaged and repackaged by CHRONOPOST without notifying us. Your order was incomplete because some items were broken, CHRONOPOST could not put them back in your package and delivered it to you as is. The oversized and poor-quality box is a CHRONOPOST box, not a box from KANATA. When a breakage is reported to us, we always request the return to the warehouse to manage the CHRONO customer service and we resend the damaged products to our customers, without waiting for the carrier's compensation validation, which we do not always obtain anyway. Once our packages are shipped, we no longer have tracking from the carrier. Information is directly sent by email or SMS to the customer. It is unfortunate that you did not inform us as soon as you received the first message from CHRONOPOST indicating a problem, we could have intervened earlier. As soon as we received your message via the AVIS VERIFIES site, we immediately contacted you by phone. Not having news from CHRONOPOST regarding compensation, which is difficult to obtain because you could not take photos as requested in our T&Cs, we are resending the products today at our expense. I hope all this will not spoil your tasting and your love for Quebec products, best regards, the KANATA team
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 05/04/2019
I refused the order due to a broken bottle.
I am now waiting for you to send me a package in good condition.
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Response from Kanata
Hello,
First of all, we would like to apologize for this inconvenience. We pack our orders with great care. Some customers even complain that we use too much packaging in our boxes! (Note that we use many recyclable and/or recycled materials).
Unfortunately, we cannot be responsible for the handling that the carrier subjects our packages to.
On the Chronopost tracking, we just saw that your package was refused. We are making a compensation request to their service and we will send your package as soon as possible, today or tomorrow.
We will keep you informed of its tracking number.
We renew our apologies and wish you a good day!
Best regards,
The Kanata customer service
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 01/04/2019
The products are of average quality and too expensive for the quantities (in grams) sold, other brands sell the same products under different names much cheaper, a bit disappointed!
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Response from Kanata
Hello,
We are sorry that you are disappointed with your order on our site, especially since we were, I think, responsive regarding the error you made on your delivery choice by offering you a quick solution.
Regarding the price of our products, we have chosen our producers with whom we have been working for several years for some since the beginning, for the quality of their products, but also for the human adventure and the values that accompany them (hand-picking, family project, associative, ...). This choice has a cost that we assume. And the positive feedback from our customers for over 20 years makes us say that we did well. Moreover, many products are processed without additives, which makes them more expensive than others.
We hope that your love for Quebec gastronomy will not hold it against us. Best regards, The KANATA team
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 15/03/2019
when ordering, the products are in stock, and then the order is placed, strangely they are no longer there
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 24/02/2019
One of the products arrived with the glass broken and pieces of glass inside, so inedible :(
Otherwise, the other products are great!
The order was held for a while, reason unknown
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 04/03/2019
my pickup point was not available, they delivered my package to another pickup point without asking me beforehand if the pickup point chosen by Kanata was suitable for me... result I have to travel to a pickup point not at all close to my home, it's a shame
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Response from Kanata
Hello Madam,
We understand your dissatisfaction and we apologize even if the problem encountered is not our fault. As agreed, we delivered your KANATA package to the selected pickup point, namely TELTECH in Créteil.
According to CHRONOPOST, this pickup point has been closed for several days in a row, forcing them to deliver your order to the nearest pickup point. Unfortunately, depending on the regions, this choice imposed on us by Chronopost's terms and conditions is not necessarily suitable. We have reported the information to Chronopost. We will keep you informed if they follow up on your case.
We hope, however, that this did not prevent you from enjoying the tasting of your products?
We renew our apologies and wish you a good weekend, sincerely, The Kanata team
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 23/01/2019
disappointing customer service, a product was missing from my package and they refused to take my complaint into account, claiming that the package had been checked, no response afterwards...
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 09/12/2018
I received the last 6 bottles of organic syrup. I had ordered 7. I would have preferred you to contact me to let me know before you shipped my order, I would have chosen another syrup to complete.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 09/12/2018
Parcel picked up at a pick-up point in a catastrophic state. 2 packages of blueberries and crushed biscuits, and in crumbs. Since it's for a birthday, I don't have time to return it. I recovered what could be recovered. I am disappointed with the quality of the transport, even though the products were well packaged individually. The tray was also crushed. Too bad.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 23/11/2018
interesting local products but relatively high prices.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 04/12/2018
Deceptive visual for inattentive people on the snow cider 50ml not 500ml disappointment!!!
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 05/12/2018
satisfied with the site but not with the products received (see below)
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 01/12/2018
Nothing in the box I only had the box and not my chocolates
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/11/2018
Innovative site, interesting but too bad that a bottle arrived with juice leaking.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 09/10/2018
The cookies are excellent and meet my expectations. However, despite the packaging of the cookie packs (bubble wrap + paper), there were broken cookies in each pack and even more in the top one. I think this is a problem likely related to transport? For the rest, nothing to complain about, the package arrived quickly (less than 48 hours).
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 14/09/2018
Had to follow up with the site to get my order, one of my emails ended up in spam, a week of waiting. Package finally retrieved well packaged and without any omissions.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 29/09/2018
Passable
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 06/09/2018
3 boxes of 20 sachets received instead of 3 packs of 48... unpleasant error with herbal teas.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 02/09/2018
A bit disappointed with the container, which I find diminishes
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 23/08/2018
I love this herbal tea but the shipping costs are a real deterrent to purchase, especially for small orders.
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