"Update:
As of April 5, Trail has resolved my complaint and shipped me the correct, new parts for my fridge. Thanks to Trail's customer service team!
Review:
While in the process of completing a new-build my dream home in Vancouver, I needed to purchase various kitchen and home appliances. As a proud Canadian and given the tough economic times for many business, I was committed to making my purchases through a local, Canadian business. Because of this, and because of the company’s claim to be a reputable “leading independent appliance retailer in Western Canada” – I chose to do business with Trail Appliances Ltd.
In August 2020 I purchased ~$20,000 of appliances from the Product Expert in the Richmond store. This order has taken over 8 months to fulfill. Given the pandemic and the supply chain limitations affecting businesses I have tried to be understanding. However one of the products – a fridge handle – was provided to me in a clearly damaged and used condition.
In December 2020 – a full 3 months after making the purchase – I was notified that the fridge handle had arrived, and so went to the Richmond store to pick it up. Note that at this time, the fridge itself had not arrived yet. The Sales Manager at first brought us the wrong product. Only upon my wife catching this error and calling him out on it, did he correct the issue and bring us the product with the correct model number. The Sales Manager then opened the box of the product in front of us, but did not bother to tear apart the plastic bubble wrap. Being trusting of the store’s reputation of excellent service and integrity, we did not bother to inspect further and took the unopened product home. Because the fridge itself had not arrived, due to delays in shipping, we did not bother to open the product. (Think about this from a rational perspective – why would we, who have no use for the fridge handles WITHOUT the fridge as well – have the need to open the product until the fridge arrives as well?)
Fast-forward to March 2021 – a full 8 months after making the purchase – and the fridge finally arrived. We opened the box with the fridge handles, and to our dismay found the product clearly damaged and used. When we contacted the Product Expert and the Sales Manager, they both claimed there was nothing that could be done. Through the entirety of this exhausting 8-month process, we have felt nothing but frustration, and having been diverted to dead-ends in the company’s archaic customer service process.
On multiple occasions, these individuals representing the Richmond store refused to take accountability for issues with my order. They would alternately ask me to raise the issue myself with the wholesaler (Whirlpool), who in turn informed me that it is in-fact the responsibility of the retail store. They also claimed that they logged a ticket with Whirlpool customer service – which upon a phone call to Whirlpool customer service, determined was false.
A cursory check across multiple sources will corroborate my claim that this company does not take customer issues seriously. On Better Business Bureau, Trail Appliances has a 1 (/5) star rating. On Yelp, the last 7 out of 10 customer reviews for Trail Appliances has been a 1 (/5) star rating. On Reseller Ratings, Trail Appliances has a 1 (/5) star rating.
As a business that has been in Canada for 47 years and who claims on their website to be “committed to providing unparalleled customer service”, I am truly disappointed in how Trail Appliances has done business, and has treated its customers. I urge this company to take accountability, and to address genuine issues raised by clients."
"Do Not purchase any appliance from Trail before you are satisfied , I bought an Oven brand name FULGOR ,after months of payment it was installed Dec1 / 2020, same day i announced this oven has a weird noise and it is dangerous to use , the same day they accepted unless the manufacture accept, the Italian manufacturer after 2 months did not accept, after months of follow up from the sales person, the store manager some how gave me a notice , NO MORE contact with the sales person ,
I did not understand if it was a threat or a help to me !!!
Today I went to see the manger after weeks to check if i get a satisfied news , and he just told me a bitter truth ( NO BODY CAN DO ANYTHING FOR ME ANY MORE )"
"We purchased a Dacor gas cooktop for our kitchen renovation from Trail Appliances on Rupert St. We actually switched brands as the Dacor 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 Dacor HQ. 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"
"They deliver on time, but aren't very careful. They damaged my new freezer, which I reported right away. Customer support stays silent after contacting them multiple times. We won't used them anymore."
"I purchased a brand new range on December 20th and it was delivered on December 28th. I did very little cooking since and just peeled off the blue film the shippers put on it. There was a noticeable dent on the top of the range so I emailed Lisa Zimmer, sales representative. She called back and stated Whirlpool does not warranty against “cosmetic damage “. She went onto say I should have inspected the item immediately (3 weeks since delivery had passed). She said she would check to see if they could replace the housing cover. This was a brand new appliance, delivered and set up by Trail Appliances, and they want to pass the buck to Whirlpool? Smooth move Lisa. All future appliances will be purchased elsewhere because you DO NOT stand behind your inventory. Buyer beware! "
"The transfer delivery drivers at Trail appliances are amongst the most amazing delivery staff I have ever seen"
"Really awesome experience with Kim & Levi. Very prompt service as the stove was in Edmonton & they had it in my house in Calgary a few days later! Great service from Kim & Levi. Would recommend Trail Appliances"
"The worst customer support ever. They sold me broken dishwasher, after installation there is no way to return it, only resolve it with manufacturer. Only headache, no good experience with this company. Never ever I will be there customer again!"
"We purchased a freezer in May it was suppise to be delivered by July, middle of July nobody call so I had to call they explain because of covid it was late so I understand, then it was suppose to be delivered August so 1 week pass nobody called so AGAIN I had to call they book a delivery for the following Saturday so Saturday morning the driver call and said they shouldn't have book because they don't have a freezer in stock so somebody was suppose to call us AGAIN I had to call and they book a delivery for the following Saturday, the driver call and confirm for delivery time 12 to 1:00 by 3 still no delivery , the truck had broke down was the excuse this time, so we decided to end the aggravation and ask for a refund, the following week I received a call saying they could deliver the following Saturday or give us a full refund, I ask why the refund was not done yet when we called on Saturday ? I ask to speak to a manager they were supposed to call us back think they did ? Of course not . This company as poor communication and refund services, be warn, it's a real nightmare full of aggravation . I tell everyone my story so they don't make the same mistake, I should have done my research and went elsewhere, I know now !!!!"
"When I lived in Calgary, I had purchased a dishwasher from a Calgary location a few years ago. After I had moved, I had issues with it. The appliance was written off, so I received an in-store credit for any Trail Appliance location. The warranty company was VERY easy to deal with, and had my credit processed in a couple of days. However, I did have problems with dealing with multiple people over the weeks to follow from Trail Appliance. Once I had my 'file' transferred to the Red Deer location, my problem was resolved in a matter of an hour. There is something to be said for shopping local, as well as supporting a Canadian company."
"Two young men who knew what they were doing. Took time to measure heights vs fixtures and ceilings, protected floor areas. Perfect removal and delivery knowing exactly how to position and transport into my condo, stress free for me! Hope everyone is lucky enough to get these two to service their order. Haven't had it long enough to comment on the fridge but it' installed and looks wonderful. Received my order within one week of purchase."
"Santiago & Tanner did a great job hefting our new Kitchenaid refrigerator up the stairs and carefully positioning it taking great care so as not to scratch hardwood floors or damage stairway or countertop in the process. So many obstacles! They first had to remove the doors of our old refrigerator in order to get it down the stairs and into our garage. That in itself was not fun! They took the time to see what was involved and how best to approach the problem of first removing one fridge before bringing up the other. They warned us that there would be some water from the dispenser and should have a towel on standby so as not to get the stairs wet which are carpeted. They worked very hard and were pouring sweat by the end. They do 5 or 6 deliveries a day and if ours is anything to go by they get quite the workout! Excellent job and excellent teamwork. Way to go Santiago & Tanner!"
"Instore salesman was very helpful. Delivery and installation by AK and Jass was very good. They were on time, very polite, courteous, knowledgeable and efficient. Overall experience from the time entered the store to shop until we ran the first load was a great experience thanks to the Trail team.
"
"I purchased and paid for 3 appliances by debit. Well, after waiting patiently for 2 months and still not receiving the appliances, I contacted the store and requested a full refund. They told me that I would have to wait 2 weeks to receive a check from their head office. I told them this was unacceptable because I paid by debit and I expected to be refunded the same way. Too bad for you was their attitude. The manager did tell me that he would contact head office to see if they could debit me the refund. This was told to me on a Saturday and that he would do this first thing Monday morning. He did not call so I called him. Well he denied the whole conversation which he went out of his way to phone and tell me this. I now realize he was just out and out lying. I should have read all the reviews before dealing with them. I also should have realized what a rip off that store is when I happened to look at a fridge that was reduced by 30% of the MSP only to find the MSP sticker for less than their sale price. I pointed this out to a couple who were shopping and we had a laugh and they said oops. Well I guess the laugh is on me. They do know they can get away with this kind of practice because Lawyers or BBB take longer and everything will be settled. Listen people, its about time we took a stand against these poor business practices and the losses that people have to live with. Do you really want to pay for their new building???? Beware. Don't become one of us!!!!!"
"Fridge makes a loud noise from the first day. I sent a recording to customer service and they sent it to a technician. I was told that this is a normal sound. I have never had such a loud fridge. If you ask for a service call and they deem that the fridge is just noisy then you are on the hook for the 105 dollars. Trail views it as an education call out. Trail should stand behind the products they sell but they don’t "