"Damage was done to the gutters at building 1 as the Trail Appliance delivery truck entered into our townhouse complex. The driver admitted to the damage upon delivery of the refrigerator. He indicated that he would take photos on his way out and report it to the dispatching warehouse. The damages were discussed verbally and not noted on the delivery slip since the driver gave us the impression that damage was referring to any damages to the appliance or our specific unit… and not that of any other property on the complex .The driver indicated that he would report the damages sustained.

We contacted Trail Appliances the next day with photos of the damage in order to collaborate with the Drivers damage report, however it was reported to us that the Delivery Manager spoke with the team who could not recall doing the damages.

The reply back from Trail Appliances was: "Unfortunately we will not be able to accept liability at this moment due to information provided by delivery team, no damages on the truck and lack of video footage showing Trail truck hitting the property."

This was our first dealing with Trail Appliances and will certainly be the last. This negative customer experience makes me wonder how long a company with such a defensive culture can sustain longevity, "

"Thermador gas range had to be replaced with a new range. The delays are unreasonable. But the one that really got me.......I was assured that when the new range arrived, It would be delivered promptly. Well, I guess prompt to Trail goes something like this:

1. Arrange a day that a gas fitter could come out to disconnect the broken range.
2. Arrange a different day to have the range removed and the new one brought in.
3. Arrange yet another to have the gas fitter come back to hook up the new range.

I was 2 months without a range. They thought nothing of keeping me waiting for as long as it was convenient to them.
They have very poor customer service when something goes wrong. And there seems to be a real problem with any appliance these days.

DON'T BUY ANY THERMADOR APPLIANCE.

"

"Very amazing staff.
We dealt with Jim Andreeff who went over and above and beyond. Fantastic guy to deal with. He new his products. He ask questions for me to answer on the product that I was looking at.
He helped me get a washer dryer combo, at a great price (affordable for what I could pay)
He made the experience a very pleasant and he really cared to make sure that I got what I was needing and it didn't take that long at all either. I thank you for such a great experience dealing with the company as well as himself and the fantastic cashier as well was so sweet to deal with. I'm very pleased to say that I will be coming back to purchase other appliances in the near future."

"We purchased 4 fridges and a freezer from Trail Appliances Kelowna. Three of the fridges work fine as does the freezer but the Kitchenaid fridge hasn't worked from day one. The ice maker and water dispenser worked intermittently and finally not at all. It was delivered Sept 16th and I was told it would be repaired Sept 27th - no one showed up or even called! Then we were told Oct 3rd, then the 10th and finally the 26th. I'm so frustrated with all the run-around and broken promises that I told them to come pick up the fridge and refund our money and we'll shop elsewhere for another fridge. I WON"T recommend Trail Appliances, they really dropped the ball on this one! "

"Bought a Maytag fridge from sales woman Anju Chadha. Received excellent service with a smile. She was knowledgeable about the products, displayed patience and a sense of humour, and managed to get us a discount. She called the next day to talk about our experience. Told her a door appeared scratched, and some “S” were inscribed into the metal. Turned out, there was a very fine plastic wrap on the door which we had not noticed. Problem solved with one call. We have not had this level of care offered by other salespeople we have dealt with in the past. Thank you, Anju. Wish you the best.
"

"Salesman Jim assisted us and was efficient in giving us the information and choices of availability on what we were looking for.
Also, what a bonus trails appliance has the items in their warehouse and prompt delivery thank you for the great service!"

"We spent $6000 dollars with them in mid November 2022, they installed one of the brand new appliances and find out that it was not working properly, they said it would be fixed within a week and there was not need to get a brand new one, after 3 weeks of waiting for them to come in and fix it we asked for a new appliance, they said " it's too late now we can not replace it now, we can fix it only". Here we are January 9th waiting a properly functioning appliance. "

"We’re told how wonderful and how great our washing machine was etc. etc. great reviews they said, well it’s broken and it’s been only about 30 days, upon deeper investigation we find out that these dishwashers are known lemons, very well known in the industry as a lemon. And now we are stuck with it and I guess will have to start dealing with warrantees and service centers. Not impressed, we have three units that need a lot of appliances and I won’t be going there."

"We purchased the LG tower at the end of May from the clearance area of the store. We asked what was wrong with the unit aside from the few scuff marks on the side of the machine, sales person assured us there was nothing wrong with it and it hadn’t even been used. Well we installed it on June 12th, to find out it doesn’t hold water, this was not a small leak, this was a gushing waterfall leak coming from the bottom of the door to about a quarter of the way up. Luckily the shop vac was near by and the blanket I was to wash next otherwise it would have run to our newly installed hardwood floors. We vacuumed up 15 gallons of water(I have video). I called this morning to let them know what happened and was told there is nothing they can do and I was referred to LG. We are not talking about a minor issue here that requires a quick fix, this is in my opinion a problem that requires the store to stand up for their customers. It should have been picked up and replaced as quickly as possible. Being in the service I would never have treat a customer in this way. We have spent a great deal of money over the years in their store, needless to say that was the last time. "

"DO NOT go there!!! We purchased a LG fridge from Trail and it was defective. Trail passed us off to LG, which then passed us off to QTEL. Two weeks later, QTEL made an appointment, which they did not show up to and when we called them, they told us that they were waiting for a part. What part? They have not even come out to hear the loud obnoxious noise that we have to listen to each and every day, day in and day out. Over one month later, QTEL finally shows up with a person that does not speak English very well. Clearly, the "part" he brought is not THE part required. So, now we are on the line with Trail first and now QTEL for the absolute RUN AROUND. "Thank you for your patience and realize your time is valuable" and listening to the muzak..."

"I needed a washer and I needed it to be in stock and not on back order. I called around to 6 stores in Saskatoon and found 2 that would work for the size and in stock. Mary at Trail went around the store with a measuring tape to find one that was under 27 inches, I only had 26 3/4 to work with. She told me she found one and to bring my measuring tape into the store. The first one I looked at (not Trail) was too small. I then went Trail. I was happy with the Samsung washer that Mary found for me. It was 26 3/4 and I was sure it would fit in the space. Also, It could be delivered 3 days later. I paid the extra for delivery, haul away old and install. Mary was great and very helpful. It is 3 days later and Trail called and told me what time to expect them and they were right on time. The two guys that delivered the washer were great and did an awesome job taking out the old and putting in the new one and it fit perfectly. So happy with the delivery guys and Mary and the store in general. Great place to buy from. CH"

"Just bought a stacker washing machine. Took an afternoon off work for delivery only to find out, the washer I bought does not stack with the dryer I own.
The 2 goombas that we're delivering it, walked through my home with their workboots on, on my hardwood floors. I asked them if they wore their boots in their own home, their response, did you want us to take off our boots?
Sooo, no washer, miss a half-day of work, and now I'm washing my floors.

Yup Trail Appliance, really happy with your service!"

"Too bad they don’t take care of their clients. We’ve been waiting almost a year to get our expensive Bosch coffee machine replaced. Bosch confirmed a full credit in May to Trail. Just give us our $ back already. Highly encourage you to support someone with after care and service (def NOT Trail Appliances)

They are very good at the sale part of the journey…"

"I recently bought a new place and was sent to Trail Appliances to choose my appliances. I paid an additional $1000 for LG appliances because I was told the quality of the appliances was much better than Samsung. When I moved in, I noticed a mark on the stove top. I tried to clean it, but it seemed like the mark was underneath the stovetop. I contacted trail appliances via email and they said it was my fault and it was a "cosmetic" problem so they could do nothing to help me. I then went to the South Side Store in Edmonton with my family. The sales associate there tried his hardest to convince us that it was our fault. He told us to clean it. However, I knew it was not our fault and it was a manufacture issue. They told me they could send out a technician to take a look, but it was our fault and the technician would say the same. So, I decided to go ahead with it and have the technician come. The technician came yesterday and as soon as he saw it, he said it was a manufacture issue and the mark was probably there when it was delivered and put it the house. I am very dissatisfied by the service I received from Trail Appliances, and how they did not care about the needs or satisfaction of the customers. I would never shop at Trail Appliances again and highly encourage others to look elsewhere."

"We bought a washer and dryer from Saskatoon trail appliances 4.5 years ago. We were sold on the extended warranty as we were told by the salesman that they have a policy if we don’t use our extended warranty after 4 years we would get an in store credit for the extended warranty. Well it’s been 4.5 years we have talked to them and they are denying every having any policy of that or anyone every telling us that. When we asked to talk to a manager were transferred to a “manager” who isn’t there it goes to voice mail. We will never buy another appliance or anything from them again since they want to lie to the customers. And we will be letting our friends, families and coworkers know to avoid them and out negative experience with them. Costco has the same appliances we are looking to replace and you get money back. The only reason We went to them in the first place is because it was recommended by family for “great service” well apparently that has declined. "