"Purchased all our kitchen appliances from Trail. Have a jennair oven that can't be cleaned for fear of burning out the wires (again) and a fridge with a frosty freezer.
I called for service for the freezer and slow ice maker. Had to wait ten days for an appointment, then another 10 days for the part to come in, then another 10 days for the second service appointment The service man was very nice. He said the ice maker would come back in 24 hours. It didn't. And guess what? I have to wait another 2 weeks for an appointment and then.....parts"

"I purchased all of my appliances at Trail. I also purchased the extended warranty. Last year, I had a repeat problem with my range and contacted the warranty Company (W3). They were very unhelpful and in fact 'cancelled' my warranty! I was shocked! I reached out to Trail to explain the situation and my sales person (Sheri) and the Service Manager (Shelley) were very helpful in providing advice and in navigating W3's extended warranty.

I understand now that Trail no longer works with W3, and I can absolutely understand why! That company was not helpful and has terrible customer service (I have yet to receive responses to several of my emails).

Thanks to Trail -- and specifically Trail's service department, my appliances are running well and I am very grateful for Trail's responsiveness and their going the extra mile to help me out!"

"I loved the experience from beginning to end. Riz my salesperson was delightful and engaging. Fantastic customer service. Delivery guys were professional, personable and informative. It went very smoothly. I am a Trail Appliances customer going forward!! I love my new refrigerator. "

"Ordered a fridge, they should have delivered it last Thursday, I waited all day, no fridge. Called them at 2:00, they said they didn’t have a record of my fridge. Managed to sort it out with difficulty; they gave me a delivery date on Friday. They said would deliver between 11:30-12:30 it came at 3:00 pm. My frozen food was now all wasted. Fridge was badly dented, guy took it away. It’s now Monday, I FINALLY got a manager to call me back on Sunday. Of course I missed the call and they were closed. It’s now Monday morning the person (Kanah) who answered my call said she refused to transfer me to a manager because my phone number “wasn’t valid” and threatened to “release the call” OMG this is the WORST customer service EVER. She finally “found” my account after 10 minutes of telling me that because I gave her an invalid phone number, she couldn’t. OMG *update* she came back and said it was the wrong account she found and released the call. NEVER EVER DEAL WITH THIS COMPANY. "

"This is one of the worst companies to buy from when your inside no one wants to talk to you unless your spending big money and once your delivery is done you are on your own so be prepared to never get calls back never being able to get a hold of your sales guys and no one answers customer service calls or gives you a call back when your really in need I suggest you buy from anywhere but trail appliances and how they treat their staff is horrible and disgusting. Might as well shut your company down. trail can’t do anything right not even a simple thing as a refund so be please don’t waste ur money on a company who only cares about the money and sales "

"Asked the price and delivery on a Waste King 1001 Garburator answer came back no stock [Pricing was fine ]
then told it would take 2-4 weeks to arrive and then it needed to shipped out to Langley.
This is 2018 !, to be told that it take 2 weeks and maybe up to 4 to receive a US built product in my mind is not acceptable, sorry i,m off to the competitor. I previously ordered a dishwasher part it also took 16 days to arrive.
I find it hard to believe such a large company has such a weak after service and parts organisation."

"After upgrading our Asko Dishwasher in Nov 2016, the installer from Trail Appliances failed to correctly attached it to the garburator, resulting in water spilling into the cabinet and on to out hard wood floor. The cabinet and hardwoods have buckled and Trail refuses to accept any responsibility, or pay for resonable refinishing costs, this has been on going for months. I'm a busy mom of three, who has time for that? Awful customer service! I have since been offered a refund on my the installation fee, which is completely unreasonable due to the extent of the damage. My family and I will NEVER purchase another appliance from them again. "

"Trail Appliances will not stand behind their product nor their five year warranty. I bought a $3000 Electokux slide in range and after phoning and researching and contacting the extended warranty company, trail services, repair men, and the BBB, the stove is not repairable and Trail is not willing to refund nor replace the stove. They are totally dishonest and the BBB said my next step is to take them to small claims court! Don't be taken in by their friendly sales techniques and ads. Too good to be true!"

"Im writing about Trail Appliances Calgary. VERY POOR service and if I may ADD, I WILL NEVER BUY FROM YOU GUYS EVER AGAIN NOR WILL I RECOMMEND YOU! You people are only nice to talk with when the customer is buying products from your store. Our hood fan broke down. It was an expensive product that we upgraded when we bought a new home. It was probably only 1.5 year old hood fan. We paid about $1000 extra to upgrade the standard hood fan for a newly built home. It is a stainless steel hood fan. So they sent some tech guys to check it out. Took about maybe a week for them to come-by. They said we need to replace the switch and the electronics inside. Charge us $100 for that quick look (less than 8min). They did not open the fan or anything. Press some switches. Oh look you need this replace blah blah. They ordered the parts after they left. The tech guy came after a month and when he checked, "sorry wrong parts here. I would have to come again and order a new part. Not our fault." Hey did it occur to you to check the item before wasting our time and scheduling to drop by our home when we should have been doing something else. We are busy too. They called again after a month later "wrong part again. will order again". NEVER got a call for two months after that from their "customer" service. They said the parts haven't arrived yet when we called (now 4months!). Took again another 2.5 months before the tech guy arrived with the parts. Hey Trail Appliances we changed 1.5-2 seasons already from summer to winter!! oh and the better part is they charge us again $140 for the parts (acceptable) plus around $60 labor fee (full labor fee charge - not acceptable). To summarize everything, all these guys will only offer you are cheap & insincere apology, expensive labor cost, and TIME AGING repairs/customer support oh and by customer support you are following up on your own product like you are applying for a job. you wont even get a discount on labor fee if you get delayed (I mean MONTHS of DELAYS) with the repairs due to fault on their side. 2 thumbs down and I wont be missing you guys if you go under!!! By the way, they fix our hood fun Feb 2014 when we first called their customer support August 2013."

"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 every dealt with. "

"On April 20th 2007 I purchased a Whirlpool Washer & Dryer Models WFW9400SW & YWED9400SW from Trail Appliances LTD.

The issue I have is with the Dryer. It has not worked correctly since it was installed. I phoned the service dept. and they gave me some troubleshooting tips which we tried to no avail. I phoned Trail's service department on May 19th and they scheduled a technician to come out and take a look at the dryer on the 23rd. The technician determined that both circuit boards would need to be replaced. On June 13th the repair technician came out and replaced both circuit boards.

On June 29th the dryer broke down again and now my laundry room and clothing all smelt like burnt rubber. I called Trail the next day, June 30th and was told I would have to wait until Tuesday for a call back because Monday was a holiday. On Tuesday I received a call from the service manager who said someone will call to book another service call on Wednesday. On Wednesday I was able to book a service call for July 11th. On July 11th the technician came out and determined that the sensors, circuit board (second time)and motor that starts the dryer all needed to be replaced.

At this point I called the service manager and requested a credit for what we paid towards a different make/model of dryer as I had lost faith in this one due to the amount of times the machine has broken down as well as the exessive amount of parts that have required replacement. Due to the burning smell I do not feel safe having this machine in my house as it could be a fire hazard. I have not been able to do laundry in my house for almost 3 months now and going to a laundry mat is a major inconvenience.

I have looked to Trail management to resolve this issue but they have not been willing. They will only offer to repair the dryer yet again which I am not willing to accept. They have told me that "we don't just take the customers money and forget about them" but this is what I feel has happened as they are not standing behind the product they sell.

I would STRONGLY recommend to not buy from this company as they do not stand behind what they sell and are only interested in getting your money."