Trail Appliances

Terrible service. We bought a fridge here and paid to have the door swing reversed. The fridge shows up without the door reversed and there is a big scratch on the door. It takes over 2 months for a new door to arrive. When it does it is scratched as well! This time the scratch isn’t their fault but we need to take another ½ day off to be there for the tech guy to show up! Can’t you guys schedule weekends or do better than a 4 hrs window? Bought our stove at IKEA. Way better service.

Just barely.
Glad I listened to my gut, and walked away even before reading these awful reviews.
Compared to their competitors, they nickel and dime on everything: delivery to them doesn’t mean installing it either, as Lowe’s, and Best Buy does.
But Ellis is a professional, knows his washing machines inside out. Sadly, hoses are extra, and removal of your old unit as to be expected, $ 30.
Spiffy looking store, even the washrooms, as per pic haha.
Free parking in the back.
Huge store, really specialize in this than a Home Depot, and have a luxury division too. Hey, you gotta put those $ 5000 bbq sets somewhere exclusive.
Those $ 4,500 refrigerators looked tempting too.
Also note that they will consider price-​matching as long as it’s in stock at the competitor.

These stars are for Rizz, Warren and Zena (not sure if that is the correct spelling). I bought a Danby fridge that stopped working 3 times in 1.5 years. I spent many hours waiting on hold — dealing with Danby and Trail. It was a long ridiculous process and on the 3^rd breakdown, I was going to have to go a month without a fridge in the middle of Summer. I pushed for an alternative, because it was all really unreasonable.
Warren explained that I could use my credit for another kind of fridge and get one sooner.
When I went into the store to get the issue resolved, I was relieved to have excellent service from Rizz. He was very knowledgeable and really cared.
When I had to wait, I was treated kindly by Zena who offered me some tea and did everything she could do to make my experience pleasant.
If Rizz and Zena had not turned things around with great service, I would have given Trail 1 or 2 stars. Thanks so much Rizz and Zena! It was a breath of fresh air to get good service!

Bought a new washer dryer and had my delivery date set for June 22, 2015 morning. Delivery team calls me at 10am telling me they would be 30 – 40 mins away, by 12pm there was no word from the delivery team. I call the dispatch personnel and they were gonna get the delivery team to contact me. By 2:15pm there was still no word from the delivery team so I had to contact the delivery team again. By 2:30pm the delivery team calls to apologize for prioritizing other deliveries ahead of me even though i had booked for morning delivery and would arrive in 10 mins. They arrived 30 – 40 mins later and left hand prints on my walls and closet doors. No response from sales Asa Wong (Richmond) when I left a message and no response from online survey from a Manager. Will never go to Trail Appliance again.

Worst customer service in Canada. Never buy from them… just awful. It is now almost 2 months since my whirlpool range has stopped working and they keep delaying things. Customer service at its worse. Buy from anywhere else but Trail.

They have a good selection of appliances in their showroom, their after sale service is good, but their delivery system (which is at cost) is horrible. If you buy from trail, you do not want them to deliver the brand new appliances to your home. The delivery crew are careless and rude. As long as it is a light microwave, they’re ok, but as soon as you have larger items (fridge, dishwasher, range, etc) they get mad and frustrated and they start mumbling swear words… stay away if you have kids! They killed all the joy of having spent money and getting new items for our home… which is a shame

If you value customer service after you have paid, I would not use trail appliances. I was sold a defective product, and trying to get it repaired has been a nightmare. I’m sure it’s fine when things go right, but I place high value in a business by how they treat you when things don’t. I will not shop here again.

Excellent company to deal with, great selection. I had a small issue with one of the appliances that I had purchased from trail and their customer service from the sales rep to the manager that got involved was very impressive. Not only did I get a very good price but I really appreciated the customer service. I had a very bad experience at Coast Wholesale Appliances but the complete opposite with Trail. I will never go back to Coast. Thanks

I bought 8k worth of kitchen appliances, one of which is a $ 2300 lemon. It is a Bosch electric range. Trail has come 5 times to try and change different parts on this brand new lemony appliance and it is still a lemon. My boyfriend and I have to be home for 2 hour windows each time they come, and we have jobs. Just give me a new one already.
The service technician that has to keep coming back, Sergey, is super nice.

This bad review will be in combination with my last one which is trails servicing company «Pacific Specialty Brands». I am a tenant of a newly renovated building that my friend bought. They purchased 3 brand new dishwashers from Trail. Mine happened to be broken. They sent out a service man to find out what that problem was which took 2 weeks. He was nice and professional and said that we need a whole new dishwasher because this one was not fixable. Ok, so next step was to get the new one delivered and installed. This took another 2 weeks to get the appointment to replace and the broken dishwasher. The service man DID NOT SHOW UP. Our landlord had to call them to find out why they didnt show up and they said they had car troubles on the road. OK fair enough. Whens the next time? About a week until the second replacement time and they DID NOT SHOW UP AGAIN. I’m also going to add that both days my partner stayed home from work all day to wait for them. At this point our landlords have left for the xmas holidays so they could no longer deal with this so they sent us the number to the repair company. My partner called them to book yet another appointment with them and the lady Kim was very rude to him and told him they had «car troubles». he said that they used that excuse last time and could not use it again. She tried to rebook up for 3 weeks later and he said no, we need this before our guests get here for the holidays. They booked it for a couple days later at 930 am. Both me and my partner were home. I woke up at 8am and waited. By about 11am my partner left to run some errands. There was a note on the door saying the serviceman was there. Now let me just say that I have a very barky dog that goes nuts if theres a cat farting by the door. This did not happen. The service man did not knock, did not call… did not even try to get ahold of us. I believe they had this all planned out just to be a-​holes because when I called Kim she was extrememly smug on the phone and said she «watched him on GPS stay there for an hour»… what a LIE. They had our phone numbers and they clearly did not knock on the door. We cancelled xmas. No way to host people with no dishwasher. Now that our landlords are back from the holidays they are trying to deal with this through trail as none of us want to deal with that service company again and their rude employee Kim. The sales person at trail is not being helpful. It is now quite a long time that we have been stuck with this broken brand new dishwasher that they sold us. All they have to do is replace it but instead they are making this a huge hassle for everyone involved. Seems pretty easy to me. So all in all, if you end up buying something from here, you better pray theres nothing wrong with it. Because you might be in a several month battle with 2 separate companies trying to get something fixed or replaced. It is not worth the hassle. I will most definitely be telling every one I know, every client, to NOT buy anything from trail appliances.

Trail Appliances have a lot of choice, a great big showroom and hungry sales people.
The prices are not especially competitive, but they offer price matching for 30 days after payment, so if you can be bothered to double check, there is still room to make savings.
We bought a high end washer and dryer recently in the Vancouver store and all went well when we signed the paper.
Then I called to get a price match since I saw the exact same washer for $ 120 cheaper somewhere else. They weren’t super excited about it, but accepted to do the match.
Then delivery came and we had to change the vent from back to side, and surprise surprise, the extra cost was exactly $ 120!
Delivery day came, the guys were 1 hours late. I won’t lie, it was not an easy job for those guys but seriously, I am not sure how professional they are. There was no dolly, they scoffed the walls with the machines, it was definitely not a smooth job.
We had paid extra for stainless steel hoses but one of them was broken and could not be used. The sales person was very reluctant to refund any more money (I guess that impacts her commission)
Bottom line:
A for sale techniques
D for customer service
I hope we don’t run into any problem with what we bought there, because I can anticipate a long argument…
I will try somewhere else for my next appliance.

If you’re looking for a good quality stove, this is the ‘one stop shop’ that is a ‘must’ to visit during special season dates like Black Friday, etc.
We went in search of a quality glass top slide-​in stove with front dials and an oven that had low warm temperature, dehydrating and bread proofing abilities.
It turns out that Samsung has a model where the oven has a divider that divides the oven cavity in two, and you can set the two cavities up with 2 different temperatures .
And later, the oven also steam cleans itself in 20 mins! All ‘wow’ features!
Trail had over 6 very beautiful kitchen displays and a ton of different brands and styles to choose from and some appliances are actually hooked up to power so that you can see them ‘in action’. Seeing an appliance’s digital display ‘live’ and being able to practice hitting the buttons is extremely helpful for shoppers.
Bob Lee assisted us and he was very professional and patient and with his years of experience, he was able to demonstrate to shoppers the various features that each brand offered or omitted.
This was very helpful information and allowed us to very quickly decide which was the best stove for our purposes. We were able to view, play with, and pay for the stove in about 30 mins. And the extended warranty runs for 5 years… useful when most parts are digital/​electronic these days.

Avoid trail at any cost or demand in writing extended warranty. I was advised from a gasfitter that the valves of our kitchenaid gas stove must have been assembled from substandard/​defective parts, it is impossible that the valve for a 10.000 btu burner could have failed in less than a years use.
So trail after assuring me that I am covered under the warranty sent a techie to asses, to the wrong address, with the wrong model and serial# and he wants $ 90 for that visit?
Then $ 90 for parts then $ 90 for labour to replace a substandard part that kitchen aid installed total $ 270+taxes? On top of that the techie told me that he has been replacing quite a few of these valves lately. Hint what is it you are not getting.
When you go at trail nobody will come out to ask what you are doing there, when you call service be prepared to hold for extended periods and not get anybody to answer the phone 9 out of 10 times.
Instead of stars I should be rating them with dog piles.

I bought a stove from here and it was a lemon. They would not replace it because it had not broken down enough times before the warranty was up. I got the runaround from them and was left with a stove that was spotty at best! Once it broke down while cooking a turkey on thanksgiving! Yes their prices are cheap but just make sure you know what you are getting when it comes to the warranty.

Lots of options! This place is huge!
No pressure sales, but they’re magically about when you do need them to answer a question, or lend you a tape measure.
Not difficult to find what you need and or want. If you have patience and can wait for a sale, you might get yourself a good bargain. Or try to haggle with the sales guys. They love that!

I bought a higher end dishwasher and a high end washer/​dryer combo from Trail. The purchase was easy and smooth and they sold me a floor model on the dishwasher for a great price. The dishwasher installation was super smooth and pleasant, quick and easy.
I have a floating spiral staircase in my loft and the washer/​dryer is upstairs. I discussed this at length with the salesperson– explained that getting the old larger one out was going to be a nightmare. I sent pictures and measurements– the problems associated with removal were stressed. She said she’d pass along my pictures, info, send the «experienced» guys, and all would be well.
Not so– got the young guys, not enough of them, they couldn’t do it. They got no pictures, they got no measurements, no heads up about this at all.
So, I’ve got the guys and two washer/​dryers at my place, and I’m on the phone with the manager. The manager refunded me with no hassle, the guys hooked the old one back up, took the new one back, and I went and bought the same model (for a little less it turned out because of an extra sale) at Home Depot.
So, a bit of a bobble with Trail, but they handled it well. I don’t prefer to buy from the big box stores. Next time I need an appliance, I’ll give Trail another shot.

Be prepared when you walk in the front doors of this new store, to be over whelmed with the large, bright, fresh, open spaces. Loads of fully functional appliances to touch and explore. There’s 3 fully «Live» kitchens where you’ll find a Chef cooking up a treat on sale weekends. Then don’t be afraid to browse the «Boutique section» where the appliances for the kitchen of any Foodies’ dreams can be found. The sales team is always around to help direct or simply answer your questions, plus there’s a fanastic Admin team to help wrap up the paperwork on your purchase. You HAVE to stop in and check this place out just to see the wonderful appliances are available now. It took almost an hour to explore and see everything here. I swear they may have a sample of almost every sort of appliance on the market here!

The dishwasher that came with my condo was probably 20 years old and finally kicked the bucket Friday night. Having just moved in this was just another thing that I had to do and frankly, I was DONE. So I picked up the phone, called Trail and spoke to Catherine. I gave her the measurements and my price point and she gave me my options. We looked at each one on the phone (she was very patient and answered all my questions along the way) and was honest about each model. I don’t have a car and South Granville doesn’t really have much to look at so I really appreciated Catherine’s time. She wasn’t pushy at all.
So within 20 minutes of being on the phone, dishwasher was ordered and installation scheduled for this week! She emailed me the invoice and a secure link to pay online (they don’t take full payments over the phone). Bada bing bada boom done and done.