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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 delivery time. The appliances were delivered at 7pm with one delivery person. The fridge we purchased is very tall and very heavy. We saw after the fact that the fridge has a label that says it should not be moved with less than 2 people. The delivery person smashed the fridge onto our new concrete, wheeled it into our new cabinets and dropped it on our new hardwood floors. All three were damaged. When informed of the damage Doug Truesdell from the Langley store said it was all the delivery company's fault and that we had to deal with them. A quick word with a lawyer confirmed that both companies would be at fault. Doug Truesdell kept reiterating that Trail was not at fault and then questioned whether we even had any damage but refused to send anyone to look at it. In three separate conversations he said he couldn't see how we could have so much damage because Trail supplied all the appliances to the Athlete's Village for the Olympics and didn't have any damage. What that had to do with our issue I don't know. The delivery company proved more helpful and did agree to pay some but not all of our repair costs. The owner of the delivery company told us that Trail made him bid on the delivery and told him they only had $200 to spend on it. So we got a negligent delivery because Trail made a mistake on the delivery charge and wouldn't cough up $200.00 on a $20000.00 order. To add insult to injury we dicovered later that Trail had charged us $400 for the delivery anyway. When we paid the balance Trail deducted a manufacturer's rebate for just under $200 and upped the delivery charge to $400. I asked for the $200 back because it was charged to us without our knowledge or consent after we had a contract. They agreed to refund the money to us but it has been over a month and we have seen nothing. The delivery company wasn't too happy either that Trail was making a profit on deliveries.
The complaint has been investigated and resolved to the customer’s satisfaction.
Couldn't agree more. They delivered a "new" defective wine fridge to me back in 2009. On the same day I called back to have them exchange it or switch it for another brand, instead they told me to contact the Appliance manufacturer for service. Service on a new item ? Yea right. 6 months later, and 6 service calls from a local repair company and still no resolution. Several calls to Trail remained unanswered and a personal appearance at their Langford, BC store was about as rude as it gets in customer service. I was always courteous in my complaint to them, but I was met with ignorance and indifference. Never got hold of any "manager", just administrative & sales staff. No one would help. This was part of a $5000 order including other appliances. The wine fridge alone was $2400, you'd think you would get some service from either the manufacturer (Electrolux) or the retailer. Caveat Emptor. They're focused on big construction projects, not the mom & pop home buyer.
I just had a broken dryer delivered last sat from trail in richmond. They finally agreed to replace it after they made us have a service call. Can you imagine, a service call for a brand new appliance? They have a customer service department but nobody can return calls in a timely manner. We got the replacement dryer today, and they plugged it in, turned it on and left. Well, the exact same problem. I've waited an hour for a call back, still nothing, and if you phone and ask for a manager, you get left on hold. Nobody will pick up the phone. My salesperson was excellent, and got us a great price for really nice Whirlpool machines. But not one person has apologized in the customer service department. I've asked them to pick up both machines and refund my money. I will not shop at Trail again. I can understand defective appliances, and had Trail been sympathetic to me, their customer, I would have exchanged the machines and worked with them. They are the worst company I have ever dealt with for follow up customer service. Buyer beware, and remember, most stores will price match, so get prices from Trail and go shop elsewhere.