Trail Appliances
reviews and complaints

We bought a *** dishwasher, basic model (Classic). Yes, it seems to work, but the quality has gone down considerably in the last 10 years. The door is very light weight, the racks wobble as you slide them out and oddly enough, the dishwasher does not hold as many dishes and pots as our old one. I expected good quality from them. I think it must be made in China now. Disappointing.

I purchased a *** washer/dryer set based on the recommendation of a sales person. It cost over $2000 plus installation. The dryer is the worst one I've ever had and takes up to four hours to even get close to drying a set of towels. Looking at the reviews of the dryer after the fact, pretty much everyone has had the same experience. I finally got ahold of the manager who told me he wasn't sure what they could do but would look into it. Never called me back, and I've left numerous voicemails since that he now just ignores. This was a terrible recommendation, worst dryer I've ever had, and I just want to return it for something else but it's impossible.

We purchased a freezer in May, it was to be delivered at the beginning of July , so I waited for a call nobody called me by the middle of July I had to call they told me because of covid it was delayed , ok I understand so it was suppose to be the beginning of August so I let one week go by still no calls from nobody, so AGAIN I had to call them so they said oh yes we can delivered next Saturday so we book a delivery, an automated message confirm the delivery for Saturday morning, the driver calls us in the morning stated he didn't know why they book a delivery because they don't have my freezer in stock, so somebody would call me, nobody call us so AGAIN I had to call to see what was happening so they said they would do the delivery the following Saturday, so ok the automated confirm the delivery the night before the driver call us to confirm delivery between 12:00 and 1:00 by 3:00 still no freezer call the office AGAIN to find out where was my freezer, we had tried to call the delivery person but no answer, they called the driver he called us back saying it would be another hour or two the truck broke down, by then our frustration was so high that instead of wasting the day again we decided to call the store and ask for our money back and just stop the aggravation, I received a call a few days later saying they understand they were not able to deliver our freezer but they could do it the following Saturday or just give us a full refund, I explained that we had ask for a full refund on Saturday and why it was not done yet ? A manager was suppose to call me, you think they did ? Of course not. I told them they had no problem taking my money but when it's time to give it back you have to keep hounding them, the worst service I ever experienced, buying a new appliance should not be aggravating, the communication and refund should be smooth, they need to sit down and re think how to do both better, I will never recommend this company to anyone and will tell my nightmare to everyone so they are warned

Purchased a under cabinet fan from Richmond Trail on jul 5 after 2 visits. The saleman told us to call him when we can confirm the delivery date. And when we had confirmed the date and called them, they said they don't have any in stock and we have to wait till end of the month. So we found another supplier who had stock and was able to deliver 3 days later. When we turned to Trail and asked for a refund, the saleman said he found a stock and can deliver to us by himself in 2 days. So we decided to stick with them. However, the saleman didn't do the delivery but their delivery department which we don't mind but when we had booked someone to install it for us and took the fan out from the box, it wasn't the same product that we wanted. We felt like we got tricked by them to stop us refunding the product. Tried to contact our saleman but he was off. So i called the store and got direct to the product service, product service said it is soemthing the store can resolve but at least she was willing to contact the store for us and stop me from running around (i thought). Then salesman returned my call and said will sort it out with the store and call me back. So waited for the whole day still no one call. I called the saleman again the next day and he said will return my call in 5 mins which wasn't true! Called again after few hours n i had to leave a message. Still no one called back until almost end of the day. Then i was so mad that i decided to call the store and get the manager. After explain the situation again, the service manager told me that we must had been confused. The fan that we got can never do the function that we thought it can as we saw at the showroom. It was a different model, he said. I ended up gave up arguing. We still believe the fan that we bought is good but definitely not the service! I had to rebook for installation and wasted so much time going around. I also had to cook outside the house coz the installation guy had already pulled our old fan down. Should have gone to the other appliance store!

An expensive and time-consuming disaster from beginning to end. Our story: Started our kitchen renovation in early Summer and began with the purchase of a stove. When it arrived, the induction top did not work. Phoned the salesman and he said we were probably using pans that did not work with induction, I said impossible we're using cast iron. Then he said it was probably insufficient amperage in our electric plug. Got out the electrician and he said no problem, it's fine. Finally, they schedule a repair guy to come out in two weeks. Contacted upper management and finally started to get some progress. Julie was a terrific help. Repair guy came out the next day, but then said he didn't have the required part and that it would come in three weeks. So I did my own looking around on Trail web site and found another stove at a different location and myself proposed that we swap the two? That's fine but why didn't the sales team figure this out? It's hardly rocket science. Finally that comes and works properly, so despite the initial bad experience after having had a good experience with Julie and Mike who cleaned all this up, we decided we would go back to Trail after all for a hood fan and a stove. I should have stuck with my gut instinct based on the first experience. We get a hood fan and a fridge. When the hood fan finally arrives, guess what? It comes in pieces. It looks like someone has literally taken a baseball bat to the thing. Probably not Trail's fault, but my wife goes down there with our installer who opened the box and once again we're looking for solutions. The salesman "generously" offered to up-sell us a more expensive hood fan in its place. Based on my experiences in constantly trying to get results from Trail, they've obviously got some good people on the upper ends of management but unless you have the time to go chasing down the people who run the company, I wouldn't bother with Trail. ***. We're still waiting for our late fridge, ordered back in August. I hope like hell it will be, literally, the first thing I've ever ordered from Trail which shows up in working condition. Five months of my life and close to $10,000 later, I must say, this has been, bar none, the worst retail experience I have ever had in my life. I would not only not recommend trail, but will give chapter and verse to anyone who asks to specifically avoid them. The second star is only for the prompt and courteous follow up of Julie H and Mike M, whose full identities

We purchased a *** gas cooktop for our kitchen renovation from Trail Appliances on Rupert St. We actually switched brands as the *** product had gold caps. After one use the gold caps changed colour, some turned silver, some had an uneven discoloration. It looks terrible. There are numerous on-line forum with this complaint so it is nothing new. I have logged this complaint (mid-Dec) with Trail and I included *** HQ. Trail have a file number for this (***). Replacement gold caps were promised but nothing has been forthcoming. I also purchased a garburator from Trail and it is missing a part. I ended up purchasing another garburator but they won't accept the garburator back as a return as I recycled the box it came in. I have followed up numerous times but they are no longer responding.

Bought a microwave from Trail Appliance in Richmond on 02/12. After 2 weeks stopped working. Service reseated cables. Broke again beginning on March. Microwave picked up on 03/30 and reinstalled 04/21. 05/05 broke again. I was promised another same microwave. When the new delivery is some time late June or early and the manufacture was having problems with this model decided to go with another model. Trail Appliance emails back after numerous phone calls. Since this microwave is only 3 and 1/2 months old and it has been broken more than in use I would like Trail to pickup the microwave and reimburse me the full amount that I paid including the product, the extended warranty and the installation. I have been trying to deal with Mike M from customer resolution. Also with dealing with a customer service representative they cc on an email stating that they can snowball the customer. If you require further information please let me know. Thanks

I bought a *** dryer on December 16th at Trail Appliances *** store. After a month, January 15th, the dryer didn't work with no control panel shown. Then a *** technician came to fix it and said it's the poor connection of control board. However the same problem had come again on January 27th. So I called the technician and he told me that the control board needed to be changed and he had ordered the part for my dryer. Sadly, I have been waiting for almost A MONTH to fix my dryer. I kept calling them when will they come to fix it, they just answered me that just waiting for the part arrival. It's ridiculous to wait for fixing my dryer for A MONTH. Today the Trail Appliances technician had come to have a check and said the same thing as the *** technician said. So, I wonder if HOW LONG SHOULD I NEED TO WAIT FOR FIXING MY DRYER, 3 MORE MONTHS OR 3 YEARS MORE. SEEM LIKE THERE IS NO SOLUTION TO MY COMPLAINT. ITS SO ANNOYING

I paid for an upgraded refrigerator at the time I moved in to my new townhouse. The ice maker has problem and the parts have been replaced for a couple times, and I have also paid for the labor for a couple hundreds. I had another part replacement since Aug 2019, the problem still hasn't been resolved and I contact them again in April . Unfortunately, they said their department has closed temporarily because of the Covid. I have been waiting for their further reply and emailed them again in May and also a few days ago. However, I receive no further response. The ice maker problem keeps reoccurring since the very first part replacement, that the ice accumulated and stuck inside instead of dispensing as it should be, plus ice melts inside and ice water keeps dripping from the ice maker. The same technician came over every time, and he said that if the problem still can't be fixed the company will talk to *** (refrigerator) to have a free recall. However, it seems like they are trying to ignore the issue since last contact.

I have a contract with Trail Appliances for the Delivery and Installation of a Washer and of a Dryer (2 items). I am informed by Trail Appliances that a "third party" will install my appliances. I am to pay the third party and will be reimbursed by Trail Appliances. The Trail Appliances Delivery conditions clearly state that once the Trail Appliances delivery truck has left my driveway I am responsible for any damage or equipment failure (Ref. Item 6 of the Trail Appliance documentation) I did not pay pay Trail for part of a service. I paid -in full - for a delivery and installation service. I have pointed out to Trail Appliances that Delivery and Installation of the Appliances can be achieved through my Garage with has immediate access to my laundry facilities. A "no touch" delivery can be achieved respecting all distancing rules relating to COVID-19. If Trail Appliances wishes to use a third party installer then they will have a amend their agreement with me accepting full responsibility for any damage to the appliances during the installation process.

We purchased a new *** washer and dryer for our home and the washer that Trail Appliances delivered to us does not work. We tried to do a test load after it was delivered and installed, and that's when we found out that the washer that was delivered to us is broken since it is not doing what washers are meant to do. When this problem was brought up to the Trail Appliances store where we purchased the washer from, we were instructed to contact the *** customer service and Trail declined to provide us an exchange for a brand new washer that works. We contacted the *** customer service and was informed that a technician will not be available to assess our new washer, which was broken on arrival, until 3 weeks from now. It is absolutely preposterous and unacceptable that Trail is not offering to mitigate the issue by providing us an exchange for a working brand new washer that we paid for. It is also unrealistic to expect a customer to accept a defective appliance and to tell the customer to wait 3 weeks for their supposed brand new washer to be fixed. The bottom line is that brand new appliances SHOULD work and should not require a service before the customer is even able to use it. Trail Appliances sold us a defective product and has not offered to mitigate the problem by providing us a working product that we paid for.

I purchased a 24" dishwasher July 15th from Trail to be installed into a rental unit replacing ax existing 24" dishwasher. It was delivered and installed on July 23rd. The hinges on this specific unit were sticking out and rubbing against the cabinet, so the installer left it sticking out and told the tenant to call Trail. After speaking with the sales rep, there was no solution in sight. I didn't hear back, so I tried emailing customer service. They redirected me and I never heard back. After a lot of email messages to Trail a manager by the name of Mike reached out to me. He told me if I want to return it I will have to pay a restocking fee (for the dishwasher that was never used). The only other option was to pay almost double ($800) for a specific European type unit, but I would have to pay a second delivery and install fee. When I wasn't happy about it he said he would see what he can do. I missed his call August 6th, since then I have called and left messages and never received a call back from him. Today (August 17th) a salesperson from Trail got back to me and said they had a replacement dishwasher we can use. He said there was a difference I had to pay, plus I would have to pay a second delivery and install fee. The replacement they wanted to give me is a discontinued model that is being sold at competitors for the same price as what I spent on their dishwasher, but they still want $150 more for it plus the $200 fee to have it delivered and installed.

I recently bought five appliances from *** and paid over $500.00 to have them installed. I noticed afterward the range was not levelled. I called the company they hired to let them know and was told it would be corrected in the same or following day. Late afternoon the following day I called again and, as no one got back to me and left a voicemail because no one picked up. I went to the store and spoke to my salesman Dino in regard to the problem. He said he was very upset and would take care of it when their installers arrived to set up our washer and dryer. The installers said they had no idea this was on their scope of work but looked at in anyway. They agreed it was not level but said there was nothing they could do because it was self leveling and that I need to buy a shim kit from *** and do it myself. I again went to my salesman Dino and he said it would be taken care of by dispatch. It's now been two and a half weeks and no one's gotten back to me. I feel I'm getting the run around and they hope I'll go away if they ignore me long enough. I have *** problems, which is why I paid to have all of the appliances to be installed by others. I'm now frustrated beyond belief and simply want to get what I paid for.

We were sold into an *** fridge in 2018 and were also sold into purchasing an extended warranty package for the fridge. Since we purchased the fridge, the computer system broke down within one year and now since October , the fridge is no longer working and does not cool. We have tried multiple attempts to contact trail appliance since we had purchased an extended warranty with them to help repair the fridge and they have really not made much effort to assist us. It has been over ONE MONTH since the fridge has not been working and they've sent a technician who has not been able to fix the fridge. He has come 4 times and each time says it's fixed but it is not fixed and the next morning everything is warm and all ice is water. Each time we phone and explain the situation, we are told they need to ask their Escalation team who then say they will send the technician again who then comes but can't fix and the same cycle starts again. They keep sending the same technician who is unable to fix it and we've even asked if at least it's possible to send a different technician for a second opinion but the do not. Until now, they still have not resolved the issue or found anyone to fix the fridge nor have they suggested any resolutions. ***. We are EXTREMELY frustrated and angry that after spending over $4000for a new fridge only two years ago, this is happening and that no one from the company is now even able to help repair a fridge even WITH the purchase of an extended warranty from them. ESPECIALLY during covid-19 period when we are in our 's and have a year old granddaughter. This is a very sensitive time and to need to go to the grocery store on a daily basis, and even have to allow a technician into our property four times who cannot even repair. We are at a point when there is no clarity or communication and nowhere close to having a functional fridge! We are really at a loss of what to do. Please help us.