Trail Appliances’s earns a 3.0-star rating from 5 reviews and 16 complaints, showing that the majority of customers are somewhat satisfied with purchases.
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We bought a *** dishwasher, basic model (Classic)
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.
The complaint has been investigated and resolved to the customer's satisfaction.
I purchased a *** washer/dryer set based on the recommendation of a sales person
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.
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!
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
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
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
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
The complaint has been investigated and resolved to the customer's satisfaction.
16 Trail Appliances Complaints
September 6 2023 service technician came to check my stove
We took possession in our new house on 28 June 2023 after a month I called Trail Appliance to check my new gas range On Sept 6 3023 technician came and I tried to explain problem, but he would not let me finished ,he put his hand very close to my mouth and shouting “stop,stop raising his hands and throwing his bag on the floor.I was so afraid asking why he so mad and angry,then I asked him to leave.Right after I called the Trail Appliance to tell about the incident and advise them that I’m not going to pay service fee ,that was not service , he came to insult us ,he did not look at the stove. Thats why I’m not paying service fee
Desired outcome: Please void service fee
Fridge
I have upgraded a fridge to a newly purchased house. The fridge took 1 year to arrive. After the arrival the tech came the next day to install. The water dispenser had issue and it was leaking water. After 4 techs visit waited for monthes finally they decide to replace the fridge. After 4 monthes the fridge was not cooling. Tech came after a week when I...
Read full review of Trail AppliancesPansonic microwave
On Feb 10, 2023 I purchased a new Panasonic over the range microwave, total cost $1,000, from Trail Appliances in Nanaimo. It sat in the box until March 1, 2023 while the kitchen cabinets were installed. When we tested it, it made a loud rattling noise and the display screen was so dim you could not see it. Mar 2, 2023 - I emailed the salesperson at Trail...
Read full review of Trail AppliancesIs Trail Appliances Legit?
Trail Appliances earns a trustworthiness rating of 82%
Highly reliable. Use their services with confidence, yet trust but verify.
We found clear and detailed contact information for Trail Appliances. The company provides a physical address, 2 phone numbers, and email, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
The age of Trail Appliances's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.
Trailappliances.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Trailappliances.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
However ComplaintsBoard has detected that:
- Trail Appliances protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
- We conducted a search on social media and found several negative reviews related to Trail Appliances. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
We purchased a *** gas cooktop for our kitchen renovation from Trail Appliances on Rupert St
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
Trail Appliances provided all new appliances for a new house that was just built for me. I took possession of my new home on April 23. My new *** fridge leaks water all over the inside. Over the next week I spoke to 2 different people at Trail Appliances and had numerous email exchanges. They promised the world on getting it fixed on warranty but have done nothing. Now they are not communicating with me at all anymore and my fridge continues to leak. It appears I am out of luck trying to get warranty help from them
We Bought appliances From Trail appliances on December 23rd and was to take delivery of appliances when our major kitchen renovation was near complete. In May when appliances were to be delivered and fully paid for, I was told that our pantry fridge was back ordered and we will get it in July. Then in July was told end of September , now end of December and we are 57th in line for that fridge. Our cabinetry was made for that size fridge only and if we were told when we purchased it that it was backordered we would have bought another model .. Trail Appliances are not doing anything to resolve this...
Bought a microwave from Trail Appliance in Richmond on 02/12
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
The complaint has been investigated and resolved to the customer’s satisfaction.
We special ordered a *** Gas cook top from Trail appliances, which took approximately 2 months to come in. When we got it, we opened the box and discovered the gasket missing , the fan switch was broken and the markings around the control knobs were virtually invisible. We called Trail and asked them to please replace it, as if this was what was already wrong when we hadn't even used it yet, what else would be wrong. They have REFUSED. We have never used it. This is supposed to be a high end, luxury appliance. We just want to exchange it for a brand new one.
Absolutely terrible service by Richard the salesman, Lucky, store manager & Sampat from resolutions team. I bought an appliance package for the whole house worth $40,000.00 about a year ago. Got most of the appliances delivered 2 months ago. They were supposed to include fridge and freezer panels and a handle in the package, but those were not provided.
The freezer arrived without all the necessary parts, rendering it unable to make ice. Additionally, the dishwasher was missing parts and power supplies, and it arrived damaged. It was my oversight that it got installed in that condition. Despite the 2-year warranty on all appliances, they are now refusing to address or repair the issues. After numerous emails and phone calls, I've had no luck. They've even stopped answering my calls. I am very disappointed and would never recommend Trail appliances.
Wrong stove sent. Been 5 days since we recieved it. Does not work . Not the correct stove we ordered. Its less than 7 days. I need refund. Stove brand new. Should not be an issue period.
I bought a high-end dryer on December 16th at Trail Appliances flagship store
I bought a high-end dryer on December 16th at Trail Appliances flagship store. After a month, January 15th, the dryer malfunctioned with no control panel display. A certified technician attempted a repair, citing a poor connection on the control board. The issue recurred on January 27th. Contacting the technician again, I was informed the control board required replacement and was on order. Despite nearly a month's wait, my dryer remains unfixed. Repeated inquiries only yield promises of awaiting parts. The absurdity of this delay is frustrating. Today, a Trail Appliances technician reiterated the initial diagnosis. The uncertainty of the repair timeline is unacceptable, leaving me to question if resolution will take months or years, as my complaint seems to be without a solution. The situation is incredibly vexing.
The complaint has been investigated and resolved to the customer’s satisfaction.
WALL Oven 24" , Model *** From the day of installation the appliance had a wired noise , i talked and sent them the film , the sales person and even the manager of North Vancouver store did not care and just played from Dec 1 /2020 till today which i talked to the manager and he just ignored the voice and mentioned there is no change option and this noise is built with this model and if customer service acts in between and gain a cost I should pay for that.
I purchased a fridge in October. Within 3 weeks part othe ther fridge door broke. Trail sent someone to fix. 2-3 weeks later it broke agazin. We are dis-satisfied with the fridge, and asked to exchance for a diferent lmodel. I spoke with the associate Nevin who had helped us on December 30th. He assured me this would mbe fine, and I should expect a call from their 'customer resolution' team in 3-4 mbusiness days. Since then I have left him 3 messages, and emailed their customer complaints team twice. No response, the fridge is still broken. We paid over $3,000 for this. Seems totally unacceptable.
Purchased a Stove from Trail Appliances in September . It didn't work properly and I thought I just had to get used to it. We realized it is not cooking/baking properly at all. Contacted Trail and they sent a service representative who said the motherboard is gone. Comes January and still awaiting the part. Trail Appliances instructs me to contact the manufacturer as they are supplying the part. I call the manufacturer and their phone hangs up on me. I attempt to use the virtual messaging system and they have no record of me. So here we are in March with no replacement part or repair. I have reached out to them numerous times and Trail Appliances seems to lack any form of Customer Service.
I paid for an upgraded refrigerator at the time I moved in to my new townhouse
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
extended warranty brought in 2016 for 4 years. Manufacturer warranty 1 year term. Product delivery date 25/08. I brought a brand new condo, the appliances was delivered to the building in 2014, way before we were allowed to move into the unit. It was not until 2016, I was in procession of the unit. I brought the extended warranty of all the appliances right away , and now the fridge needs inspection and Trail appliances claimed that the warranty was expired in 2019 based on the delivery date of the appliances to the new building.
I have a contract with Trail Appliances for the Delivery and Installation of a Washer and of a Dryer (2 items)
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
We bought a new washer and dryer; the washer from Trail Appliances is faulty.
We bought a new washer and dryer for our home, but the washer from Trail Appliances is faulty. After installation, we discovered it's broken as it fails to operate properly. We reported the issue to the store, but they directed us to the manufacturer's customer service and refused an exchange. Contacting customer service, we were told a technician would only be available in 3 weeks. It's outrageous and unacceptable for Trail to not offer a replacement for the non-functional washer we purchased. Expecting a customer to wait for a repair on a new appliance is unreasonable. Appliances should work upon purchase and not need immediate servicing. Trail Appliances has failed to resolve the situation by not providing a functional product we paid for.
The complaint has been investigated and resolved to the customer’s satisfaction.
I purchased a 24" dishwasher July 15th from Trail to be installed into a rental unit replacing ax existing 24" dishwasher
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
I recently bought five appliances from a well-known retailer and paid over $500 for installation
I recently bought five appliances from a retailer and paid over $500 for installation. I noticed the range was not level. I informed the installation company and was promised a fix within a day. After no response the next afternoon, I left a voicemail. I discussed the issue with my salesman, Dino, who assured me it would be resolved when the washer and dryer were set up. The installers, unaware of this task, checked and confirmed the unlevel range but advised purchasing a shim kit to fix it myself. Dino later assured me dispatch would handle it. Two and a half weeks have passed without resolution. With my health issues, I relied on professional installation and now feel ignored, hoping for a resolution to get the service I paid for.
The complaint has been investigated and resolved to the customer’s satisfaction.
We were sold into an ** fridge in 2018 and were also sold into purchasing an extended warranty package for the fridge
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
Service manager is rude and was not willing to stand by product under warranty
This Service manager working out of Calgary, AB. for Trail Appliances.
Commercial Laundry Distributors [protected]
Contact: Jullieanne (Female)
This individual is extremely ignorant & rude; she told me to piss off and call Frigidaire. I will make sure our Company will not ever purchase or call Trail Appliances for anything ever again.
Trail Appliances doesn't stand behind there Products, Manager I talked to should not be in Charge of anything, yet alone a service Manager position.
Desired outcome: No Help at all
Service
I bought my Whirpool washer/dryer from them a few years ago along with the extended service plan - which they boast about as being quick and responsive. Last week, my washer died so I called Trail and they agreed to send the necessary technician out for this Wednesday. They asked me if my washer/dryer were stacked? YES. Is the dryer on top? YES. Of course they can only come out during the day so you have to take the first day off work for the guy to show up between 11-1... the first bad sign was when he didn't show up until 1:45 but I digress. He shows up, comes in, looks at the washer and says "the office didn't tell me it was a stacked system and we need two guys to do that." No problem, he will call up another guy and we can get it fixed right? No... we are booked the rest of the week so it might not be until next week. So I point out that's unacceptable since TRAIL screwed up... the office calls me and says they aren't sure how the mis-communcation happened, blah blah blah but they will get out the next day (Thursday) with the part and two guys. Now on Thursday they are set to show up between 9-10 so again you take the morning off work (this extended service is hardly saving me money based on wages lost). They show up on time, do some work by following the service manual (i'm starting to feel like they don't actually have a clue about appliances and just follow the service manual - which I could do myself), put the unit back in and voila! Nothing... it doesn't turn on - "we must have a bad part". RIGHT. I'm told not to worry because they have another one in Langley (about a 20 minute drive) - "Don't worry, we can have it here by Saturday so we can probably install it sometime next week" he says - ARE YOU KIDDING ME? 2 days to ship a part 20 minutes? It's a long weekend... this should not take 2 weeks to fix with a common, in-stock part! "Sorry, that's the best we can do."
So I call Trail and point out that I'm ticked off and that they have screwed up twice now - the first they didn't inform the tech of my setup and the second they didn't have the right part (they said it failed but I saw the box and it said dryer not washer so I assume it was the wrong board they brought) when they did show up with the right guys. You'd think they would be "Wow, sorry we screwed up, let's get you this right part and get it fixed ASAP." WRONG - They tell me they aren't a parts dealer so wrong/defective parts isn't their problem, they can't speed up shipping of parts (OK - I could ride my bike there and back in an hour), and that they feel this should be a addressed by a supervisor - who will try and call me within 24 HOURS. That brings us to a long weekend when everything is shut down - GREAT! So I point out I'm not happy waiting 24 hours and would like to speak to someone right away... I am told no. So I kindly point out that if I don't hear from someone quickly that I will post my story on the internet to which they reply... "Thank you - Click.".
The moral of the story is you should try at all costs to avoid buying your appliances at Trail - and if you absolutely must... do NOT get their extended service plan. The issue is still not fixed or addressed and I have no idea how long it will take before it is - I have learned my lesson - I'm going to shop elsewhere from now on.
Actually the policy for their extended service policy is prompt, fast efficient repairs at no charge. First they send the wrong people, then they sent the wrong part another day, now they don't want to have the right part picked up in a timely fashion and can't project when they will come back to try again because they are "pretty booked up". I have no problem with their retail sales division but their service division is incompetent and a joke - I will have lost three days of work (minimum) minimum to their incompetency when they promised to have it fixed on their first call (since they were aware of what the problem was before coming out). I have dealt with several other appliance dealers and have never had any service issues with any of them.
Thanks. I'll stay away from trail appliances then. I'm looking for a four new appliances for my new home.
Is the benefit of the extended warranty a free repair once it is out of the manufacturuers warranty? This consumer is recieving that value. Typically, I know an average turn around time for an appliance repair can be a week or two so this looks like fairly typical/ prompt service. Looks like some errors along the way but I know it is possible with all companies and I always make buying decisions on an overrall reputation versus a single, relatively mild occurrance. I will remain objective.
Negligent delivery of goods
We purchased $20000.00 worth of appliances for our new home from Trail Appliances in Langley. Our salesperson told us he undercharged us for the delivery ($200 instead of $400) but would honour that price. We paid a 50% deposit. We paid the balance a couple of months later and arranged for delivery. We were given no information about the approximate...
Read full review of Trail Appliances and 2 commentsBreach of service contract
I purchased over $30, 000 worth of premium appliances from Trail for my new home (Wolf, Sub-zero, miele, dacor, etc). All appliances were completely built-in to custom cabinetry. In view of the built-in nature of the installations and the complexity and expense of the products it seemed prudent to purchase the "in home" service contracts offered by Trail and underwritten by Cornerstone Buyer's Protection Plan (now called Cornerstone United). It should be noted that the actual service is provided by a third party Totem Appliance Service. I placed my first service call on August 22, 2008 and as of November 10 have not received any service response. Communication with Trail's customer service dept. has precipitated phone calls from both Cornerstone and the product manufacturer (Dacor) all attempting to convince me to perform the service myself. Calls to Trail's CEO have produced nothing but more delays. They currently are in breach of contract and I am asking for a complete refund of all service contract money at which time I will discharge their contracted responsibilities and arrange service through others myself. I have initiated court action to recover these monies. Trail is one of the worst companies I have ever dealt with. Buyer beware.
I feel your pain. The arrogance is obviously something that is so integrated into their corporate culture that it permeates across provincial borders! I too have been forced to deal with Trail Appliances' "Customer Service" and I use the term loosely. While trying to book a service call on my 3 month old appliance I commented that they were not very flexible in their service times to which I was told "we have lives too you know". I said I realize they have lives, however reminded them that they are in the service industry and that unlike a portable commodity, most of their customers would not be able to bring in their appliances for servicing so you think they would schedule their service times accordingly. But no. Unfortunately my suggestion has fallen on deaf, uneducated ears and I was only subjected to the rudeness that is their service department. I think I will call them back and schedule 5 or 6 service calls. All of which I will not be here to receive. Then maybe they will see that we the customers have lives too.
Our terrible experience is in Red Deer, Alberta Trail Appliances. Amazing arrogance from the manage Chris, as follows:
YOU HAVE FUN WITH THAT!
That is what I was told by the Red Deer, Alberta, Canada, Trail Appliance Manager after explaining for the 8th month that the Whirlpool Freezer EV25ONXTQ03 thawed out all the food every few days, this morning Oct. 15, 2013, I got up to a flood of water from the Freezer, removed 5 more LARGE HEAVY bags of food, thawed and ruined. We have thrown out more food than the $939.00 this freezer cost. Sat. Oct 12, 2013, I was told by the Manager, when I insisted they take it back, I insisted I was returning it, I was told, "HAVE FUN WITH THAT!" Maam, then he walked away, as I did. Maam is degrading at the best of times but six times in a couple sentences is very rude. It has taken 8 months for them to replace a door that was dented, which has nothing to do with the rotten running Freezer or the Rotten Freezer that never Freezes. 2 months were spent holding the door closed with a heavy compressor to try and keep it cold, I have been sick from food that is thawed, re-froze, thawed and froze again. You never knew until looking at it that again, you were having nothing to cook, this item has been re-froze. Ice build up on all the food all the time, at least an inch on a meal or meat. Guess what. There is no service any more. It is very upsetting. Today they say the new door is in, there was a mistake, it's been there for awhile, well, although we will take the door and new seal, this has nothing to do with the poor operation of the freezer. We are removing it from our home as Trail Appliance Manager will do nothing and now we need to purchase a Freezer that operates well and it will not be from them, in fact, after purchasing so many appliances from them, we will make sure others hear about our experience. I will make sure every client I have, which is a lot, knows about our experience with Red Deer Trail Appliances.
My experience with Tony Murgatroyd is frustrating like your experiences. I bought a new Panasonic microwave from Trail in Surrey, which straight out of the box rattled and vibrated when we tested it by warming a cup of water. IT Electronics took it away and is waiting for a new motor, new fan and new blade, which are on back order from Panasonic as Panasonic does not have these parts in stock. I paid a full price and Tony wants me to take a rebult appliance. If I wanted to buy a rebuilt appliance, I would have gone to a clearance center and bought it cheaply. I do not want to accept a rebult appliance when I have paid for a new one. Tony told me that I have to take it back because that is what I bought from Trail. He said he did not care about what I had to say about Trail service and if I never buy from Trail again. He boasted that Trail is the fastest growing appliance store in western Canada. Tony said that he is the top man at Trail who makes all the policies and that there is absolutely no way I would get a new microwave or a refund. I told him that I would feel better if at least he could donate the money that he took from me to Surrey Urban Mission. He got very angry at me for dictating to him which charity to give his money too and continued boasting how he is the one who picks the charities Trail supports. His missed the fact that I was telling himto donate the money that Trail stole from me to a charity of my choice. Trail and Tony have my money, and IT Electronics is rebuilding factory defective microwave, which will never enter my home. Tony has my money, IT has defective microwave, and I have nothing.
I agree with your comments. Trail Appliances and their so called customer service dept appear to have a mandate to push a customer to litigate prior to properly responding to the warranty. In relaying my experience to friends, work associates and family members, I have come to realize that the lack of appropriate customer service and response to operational issues of the appliance purchased appears to be the norm. I would expect over time the customer base for Trail will decrease and the effects of their lack of customer service and appropriate handling of warranty issues will become evident in their decreased sales.
In relation to my incident, I purchased a microwave hood combo from Trail in January 2010. Within 1 week after the purchase I noticed that the fan along the left side of the microwave did not work, as well the fan made signifiant amount of noise while on the low setting. While on the medium or high setting the fan noise was minimal. A so called tech from Trail attended and had no idea what was wrong with the unit. I received a call a few days after the tech attended to advise he apparently spoke with Whirlpool tech division and was apparently advised that it was normal for the fan to not work on the left side, which I find odd. However, I relied upon the tech's expertise and left it at that.
In July 2010 while using my microwave heating a glass of water ( in a microwave safe cup) on the set beverage setting, there was arching along the rear right corner near where the metal rack sits. This particular model is equipped with a metal cooking rack. The residual damage was a burnt microwave. I contacted Trail who sent out the same service tech who previously attended in regard to the Jan 2010 call. Similar to the Jan 2010 attendance this individual appeared to have no idea what caused the issue. The "tech" could not identify what caused the electrical arching in the unit with residual burning and called Whirlpool tech dept. I asked to speak to the Whirlpool tech directly and was refused. Once the Trail tech finished his call he indicated in his opinion the arching was caused by either food residue or the metal rack. My microwave was clean and had no food residue inside the unit, specifically anywhere near the area where the arching occurred.
The rack which the tech referred to was inside the microwave when the unit was delivered. There was no labeling on the rack or microwave to indciate it could be a possible fire hazard. When I purchased the microwave from Trail the salesperson at Trail did not advise the metal rack which the unit came equiped with had to be removed each time a person uses the microwave. I felt the user manual to be unclear to the average person in relation to the use of this rack.
I find it amazing that a microwave would be sold with a metal rack equipped without clear verbage utlized in the user manual or applicable reference made by the sale staff at Trail in relation to the removal of the metal rack each time a person used the microwave and were not using the rack with the turn table. I was subsequently advised by Whirlpool that the expectation for a user to understand the rack is to be removed upon each use unless both the rack and turntable are being used at the same time or electrical arching could occur.
I was subsequently sent a service invoice for $100 which I have notified Trail I refuse to cover.
In my opinion the microwave purchased is not operating in compliance with it's intended use which is a breach of contract. In relaying this comment to the customer service mgr at Tony at Trail, it appeared clear that Trail had no intent on acting according to the sales of goods act or handling this matter in the appropriate manner.
Presently I am left with a microwave purchased 6 month ago that is not operational. Neither the manufactuer or retailer have responded appropriately so I decided to refer the matter to the electrical safety commision in Ontario.
I found the response from Trail and Whirlpool as to alledged cause of the elecrical surge to be suspect. As the Trail tech did not in my opinion inspect the unit appropriately to assess why there was electrical arching in the unit and subsequenting damage, I felt the incident should be reported to the Electrical Safety division which from what I understand is part of the federal government.
I would recommend any person dealing with a similar electrical issue notify the electrical safety commission ESA. Since the ESA involvement the manufactuer has begun to take interest, however not surprisingly Trail has done nothing but, pursue payment of their $100.24 service call. By the way the service tech from Trail was here for about 5 min wow seems he charges at a rate of $20 per minute. I considered notifying the BBB of Trail's conduct however, from the research I have conducted it appears BBB involvement does not appear to effect or change Trail's lack of customer service as they had over 30 complaints in the past 18 months ( approx) which is astounding when you compare this to many other retailers on the BBB site.
I am intend on pursuing this issue if not resolved by both Trail and Whirlpool through litigation
Me and my family have spent tens of thousands of dollars and referred well over $100, 000 worth of business to Trail in the years we've been dealing with them. Recently we had an issue with a dishwasher that turned into a complete nightmare. We kept getting directed to a Tony Murgatroyd who, we've been told, is as far up as we can speak with. NOT ONCE did he appologize for the technician that came to our house and tried to extort $100 extra dollars to pull out the dishwasher even tho that's what his job is! Not ONCE did he appologize for the inconvience of having paid several technicians to come to our house to diagnose the issue and having the 4th technician actually find the issue in about 5 seconds. NOT ONCE did he return calls to my wife after leaving messages for at least 2 months. I asked the store managers to get him to call my wife and i've left him emails asking him to. NOT ONCE did he offer any reasonable appology for any of the terrible, TERRIBLE service from their service technicians or offer a refund for the service technicians that weren't able to find the issue despite the service manager telling me what they should have done (pull it out and run it) and only the most recent person doing that.
Their sales staff are the best i've dealt with and I feel bad for each and every one of them. The store manager was incredible and I feel bad for them that Tony and his arrogance and refusal to apologize or even offer to sympathize with our situation.
Because of Tony and his arrogance, I will never purchase anything from Trail and I will crusade against Trail and warn anyone that you are to NOT purchase from them. Get good prices from them and get it matched or beat elsewhere.
The failed dishwasher damaged our property due to their negligence on finding the issues each of the several times they came out. I am going to be opening a case with the BBB against Trail and I will NEVER purchase nor recommend any of our clients to purchase from TRAIL in the future. It really is too bad that one small group of people can rot out what was such a good company to deal with.
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I paid for an upgraded refrigerator at the time I moved in to my new townhouse



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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