Trail Appliances

My wife was very frustrated with a move and switch out of a appliance. Thank you for making our purchase easy and less stressful for my wife. Thank you for all of your help.

The selection was great, and the salesman Leo was prompt polite and helpful.
The showroom was clean and tidy.
We did not purchase from Trail, but instead went to Leons where we bought the exact same appliances (fridge & range) for the exact same price.
The deal breaker was the delivery charge of $ 89.95 for the first item and $ 10 for each additional item vs Leons $ 0.

The first time I purchased an appliance through Trail it was a lovely gas range. The deal included cooking lessens with a local chef. When they delivered the range to my home it come damaged. They came back a few days later, again with a damaged ranged. This went on five times. When I say damaged I mean really damaged. The whole side was crumpled. You would think that after the second time they would open the box at the warehouse to ensure the appliance was in good shape. Apparently not. It was like a whole truck load fell of the truck. As far as the cooking lessons with the chef who was going to show me how to use this type of range, it never happened. When I called to reserve a spot they never returned my calls. Spoke to someone at Trail who was going to look into it but nothing materialized. I like to support local business when I can instead of the big box stores so now I am looking for a new refrigerator because my old fridge just died, so, need a fridge immediately. Went into Trail yesterday, would have been an easy sale for someone but no one wanted my business. My money was burning a hole in my hand. I roamed around for 45 minutes looking at fridges and not a soul acknowledged me never the less approached me. Since none of the information on the fridges had the sizes I had to take out my measuring tape to see if any of the ones that interested me would fit. I went to Lowes, not only did they have better selection but the service was awesome. Shame on you Trial Appliance for your pathetic lack of customer service. I felt like a bum who had wonder off the street into the store, not even a greeting from the gal who sits right as you enter the store.

Do NOT purchase your appliances here. The salesperson we had named Josh was arrogant and didn’t care to spend much time with us because we purchased through a builder. The problem is that we were stuck having to purchase through Trail. When it came time to deliver they call you in the morning at 9 or 10am to give you a 2 – 3 hour window as to when they will deliver the appliances. This is fine but they then do the same thing the very next day to get the appliances installed! I am not sure why we are expected to take 2 days off work to have appliances delivered.

As with many new homes in the city, all our appliances come from Trail. Picking things out was no problem, as they have a huge selection, and something to fit every budget. After sales service, however, leaves something to be desired.
The water dispenser on our for fridge stopped working, and after trying several things to get it going again, my dad and husband decided to call for service. They were able to come the same week, which was nice, but I hate not knowing ahead of time what time of day they’re going to be showing up. I understand the two hour window, but they could at least give me a heads up the day before instead of calling at 730 in the morning the day of. This makes planning incredibly difficult.
I was given a window of 11 – 1, which was fine, but the tech arrived early. In my pre-​baby days, this wouldn’t have been a problem, but I was trying really hard to get the little settled and playing happily before the allotted time showed up. I didn’t make it. I was also in my bedroom with no shirt on when the knock at the door came. This isn’t a huge deal, but it’s one of those tiny things that can make a big difference in my day.
The tech was friendly enough, but seemed incredulous that my da dead husband had tried to fix the problem themselves. He seemed even more incredulous that I knew what it was they had done to try and fix the issue (never mind that I helped with ten whole process). He felt the need to repeat questions he had asked me to my husband, even when I clarified some small detail I was unsure of with him, like when the water filter had last been replaced. This irks me about repairmen. Boobs do not equal ignorance.
He pulled the fridge out, poked around, pushed it back, opened it up, pulled out a drawer, and ended up thawing a dozen part of the reservoir line with my blow dryer. For some reason, this still warranted a $ 21.00 labour charge. Really? For pulling out the fridge, pushing it back and using my blow dryer? On top of the service call fee? If I had known about the reservoir, I would have tried doing something like that myself.
The tech also left dirty paper towels on my clean kitchen counter, and failed to turn the fridge back on, so that was nice. Luckily my husband noticed this little fiasco soon enough that non of our food spoiled. We just had to put up with warm milk. Needless to say, if I don’t have to call them back, I won’t.

2 problems with Trail of which one Is minor and the other is major. The major problem is the installers they use and or recommend you use in Edmonton. The installer is Nick’s appliances from Beumont. What I can figure out is that he contracts work out to various contractors. some are ok and others should be thrown in jail for fraudulently calling themselves contractors. now for my experience. He also takes a 30% finders fee from the contractors.
June 13 they sent contractors in to install a range, fridge, dishwasher, range fan and microwave whichI was told by the salesman at Trail required venting. They installed the dishwasher, which was not level, and fridge. The dishwasher they said they could not do because the hole was to big. I had cabinet makers come in and build the hole to microwaves specifications. They said the hole for range fan was also not big enough. Same scenario with range fan. that visit cost 346 50.
I had cabinet makers come back as per Nick’s contractors at my expense. They installed the microwave in the hole with no modifications and modified range fan hole.
I called Nick and they came back installing the range, and hood fan but could not attach the venting to outside and Nick would send someone else out. That visit cost 420.
I tried calling Nick for over a week to do the venting and was told the exterior vent did not fit the range fans vents and it had to install a larger exterior vent. another 400 and completed July 8. total cost $ 1166.50. For 3 separate visits baby 2 separate contractors form Nick. The initial contractors removed derby and watched while I sept and vacuumed their mess. They did not dispose of any containers and claimed it was not their job.
Recommendation Trail find another installer and people find your own installer.

Don’t waste your time. Purchased new appliances for kitchen (Whirlpool). Took 4 weeks to arrive. Installed dishwasher the day I received it to find out it doesn’t work. Called that day to identify the problem. Was told to call the south store myself, where the service dept is located. I called at 4:20pm to be told the dept was closed but can leave a voicemail. The vm greeting indicated they were to be open till 5pm, so left a voicemail. I called them back 2 days later as no response to my vm. At that point the Service Dept transferred me to the Parts Dept as they «think» it needs a new part and were booking service appt’s 2 weeks out. Parts Dept didn’t answer so had to leave another voicemail. Parts dept called back to say part was in and I was to call the Service Dept back to book my appointment. Unhappy with their solution I went back to the sales dept at this north location to see if they can pull strings and resolve issue or maybe contract job to another service company in Edmonton as its unacceptable to wait 2 weeks to fix a brand new dishwasher never used. Sales person did not return my call that day as they promised so I called back the next day to be told nothing can be done. I suggested that I return the defective unit and pick up a new replacement. This way I get a new working dishwasher and they can return the faulty one to the manufacturer. Apparently this is not an option in the appliance industry. Then spoke with sales manager who was apologetic and said they can contract out to another service company but that service company cannot use the part that was previously brought in for me. What??? Its a factory warranty… of course they can use the part, its all billed back to the manufacturer. So I call back the Trail service dept on southside to then be told the service appt that was 2 weeks out is now not available and its another week away. So back to north store where they are contracting the service to an outside company that will likely not arrive with parts but just diagnose the problem. The sales manager is understanding of the problem and advises this is what the appliance industry has come to. Its a poor process.
Overall the sales process was easy. If the appliances I received worked properly I would have rated them 4 out of 5. However making multiple phone calls to multiple people to receive substandard service is not acceptable. If I could have dropped off the faulty dishwasher and picked up a replacement I would have still rated them 4 out 5. Not their fault Whirlpool had a faulty unit. But their lack of service and long lead times for repair only gets them a 1 out of 5.
Buyer beware
Mar 24 update — Owner provided an acceptable solution.

The worst customer service ever!!! Gave me an idiot of an technician who doesn’t have a clue what the hell he’s doing. He’s been in and out of my place to fix an LG washer/​dryer over 9 times. I have been washer/​dryerless for over 3 months! Not to mention everytime he comes he’s always coming with the wrong part and his excuse is oh they ordered the wrong part. Well hello your the one who told them exactly which part to order so no they didn’t order the wrong part, you just don’t know which part you need! Calling trail appliances is also an unpleasant time, they r rude, can never pull up my account properly, takes over a week just to get an appointment, and I have to call them and constantly ask when my new part is in because they never seem to know or call to tell me. They are never sorry for their screw ups nor can they even squeeze me in ever even though I’ve been waiting for 3 months. Then when they finally have it i have to wait another week or longer just to get the same idiot technician to come over and tell me another excuse. The worst service, the worst technician. I don’t know what else I can say but horrible horrible horrible! I am now waiting again for a different part to come which will be taking me to 4 months now. Outrageously upset.

Yeah — I have to say something here… my experience wasn’t that much better. We had just moved into a new house, but the appliances were crap (small, featureless, etc… they worked, but not up to par for our large family). Full disclosure: I appreciate a deal. I know a deal can be had. So when I walk in, and I mention that *every* appliance needs to be systematically replaced — this is the bait. You, Mr. or Mrs. Salesperson, can have a LOT of my money, but you need to work for it.
This lady didn’t get it. She traipsed around the store showing me water softeners (I don’t have a water softener to replace, even. I have a tiny fridge and a loud dishwasher, and a small washer and dryer pair for starters — let’s work on that first, and then I might throw the water softener purchase at you, mkay?).
Yak yak yak yak yak. Just give me the darn Blomberg dishwasher and go away, ok? And the whole time she treated the thing like it was designed in some sort of Russian factory next to the Lada’s, where you needed custom tools to install it.
It uses the same brass fitting that was on the loud Frigidaire. And the same discharge pipe. And runs on the same power. Thanks for the blatant lie to upsell an installation.
The only reason why I give them 2 stars is the Blomberg dishwasher is amazing.
But now Lowes has my refrigerator money, and I’m happy to give them my washer/​dryer pair and deep freeze money and really anyone else on the planet water softener money.
Just terrible. I think they make most of their profit from builders; if that’s the case, close your public-​facing store, fire your incompetent staff and only work with builders.

We recently had to replace our dishwasher — after an unsatisfactory visit to the Brick (not much stock, average salesperson knowledge) we decided to check out Trail Appliances (even though previous experiences with this store were not great). The salesperson who helped us was very knowledgeable, and there was a good selection of both brands and price ranges. Unfortunately, the one we decided on needed to be ordered. When the paper work was done, we were told that we would be called the day the unit arrived (hubby was to pick up the unit the day after it arrived) and that an installation would be arranged for two days later and we would receive a call to let us know the two hour window when the tech would arrive. Well, guess what, no call to let us know the dishwasher had arrived — we had to phone to confirm it and no phone call regarding the installation. When we called regarding the installation, the service dept. had no record of the request for an installation. However, they were able to get one of their contracted installers to do the job (Thanks, Nick’s Appliances and Installations). To top it off, when the DW was unpacked, the manual was missing as were a clamp for the drain hose and the brackets to secure the unit to the counter top — so another service call was needed. Again, we had to call to remind them of the deficiencies and to book the service call.
It is our opinion that this business is more interested in getting your money than providing customer service and they have a serious lack of communication between the sales staff and service department. And no quality control on incoming units to ensure that all parts are present!

We live in a 55-​year old bungalow that already had a gas dryer when we moved in. Since we use a clothesline in the summer and a drying rack for everything but sheets and towels in the winter, the old gas dryer never got much use. Nothing lasts forever and, this spring, the old gas dryer started making funny noises and stopped working on some cycles. The 220 volt line for the electric dryer had been pressed into service for the air conditioner so we couldn’t go back to an electric dryer without putting some very ugly stuff on the outside of the house. Besides, we like the principle of a gas dryer. The carbon footprint of a gas dryer is much smaller because we’re burning natural gas in our basement instead of coal in Wabamun to dry our knickers.
So, it was a new gas dryer or move out of the house. After a bit of websurfing, we found only two places in Edmonton that advertised gas dryers. One was Trail Appliances and the other was a big box home/​appliance/​garden store. We prefer buying my appliances from people who specialize in appliances. The sales staff in a real appliance store are more likely to know their product than somebody who just transferred from the lingerie department the day before. Plus, if you need some after-​sales servicing, you deal with a real person in Edmonton rather than a call centre in Bangalore. We also prefer buying from Canadian-​owned companies, not out of pure patriotism but because the profits stay in Canada. Trail Appliances passed both tests, plus we’ve been a customer of Trail Appliances for almost twenty years.
Off we went to the North side Trail branch at the beginning of August. The salesman was apologetic that they didn’t have any gas dryers in stock but they could deliver one by the end of August. That was fine with as that would be in time for the cold weather, so we paid and waited. Four weeks later, we hadn’t heard anything. I don’t know what all those other people at Trail are doing behind the desk but they all told us that the salesman was the only one who could track down our order. It took five days to track down the salesman. When we finally did, he didn’t know why the dryer hadn’t arrived but «he would look into it.» It took another week before he said we would have the dryer on the following Thursday. Our basement is developed. To prepare for getting the old dryer up the stairs and the new one down, I spent all Saturday removing a railing a door and moving a pantry cabinet. On the appointed Thursday, the telephone was silent. A call to the warehouse confirmed that I wouldn’t get a dryer delivered that day, or any other day for that matter. Another call to the salesman and it turned out that the order was never put through. They actually had the chutzpah to ask if we wanted to reorder. We cancelled the order and put in an order with the big box store. Five days later, I had a new dryer sitting in my basement.
The story with Trail still wasn’t over at that point. I had to wait eight days to receive a credit on our VISA account, something I thought should have happened the same day we cancelled. The next time I’m looking for a new appliance and my choice is Trail or the big box store, guess who gets my business?