Trail Appliances

We bought a washer as part of our new home. The washer has been broken for 2 months now and getting it fixed has been a nightmare. First, the replacement part takes 5 to 10 business days to arrive, after which we had to wait for another week for the tech to fix it. Worst part of the story is 3 different parts have been replaced so far and yet the washer isn't working. Each time, we had to wait 5 to 10 b days for the parts. My husband is a wheelchair user and we have kids and it's been a nightmare without a washer. We were told trail cannot simply replace the washer even when it is obvious no one really knows what the problem is with the current one! We just have to keep waiting for 5 to 10 business for new parts to be ordered if the latest replacement doesn't resolve the issue. This is really disturbing and frustrating considering our special needs as a family. This is an appliance that has 5 year extended warranty and we were only 6 months into the warranty period when the issue started

Trail appliances has one of the most pathetic customer service... We bought the new built home and with that trail appliances came and believe me I am having hard times to deal with their call centre staff... our water dispenser has been leaking and we requested them to repair it to which were told that they’ll have to replace the door... they ordered the door in October and said it will take 4 months for the door to arrive and on March 18th 2021 they
were suppose to replace it and on the same day we get the call from the technician that the door arrived had a dent and they’ll order new door and the customer service will call you ASAP... today is Wednesday I didn’t hear from them so I called and encountered their utterly rude staff no empathy with the clients.... they say oh it will take atleast more six weeks to arrive... shut the water and wait we can’t help it... their manager Julia was more rude than her associate said we can’t do anything and when I said about their competitors and their good customer service she suggested me that I should go with them instead... I mean I was blown away by her customer service... I’ll make sure that I warn my friends and family to not do business with them.

We bought a fridge and dishwasher on an extended warranty when the dishwasher broke down called trail gave us the wrong company wasted 4 days then given an email for the right one several days later the company wanted a deposit to see if the warranty was valid why is trail using two companies that are disreputable one says wait seven to 10 business days for an appointment to make sure u go elsewhere and the other wants money to look at your claim which you have paid for rating for trail zero

UPDATE— I was contacted by a senior sales manager this afternoon (January 14th) who made a genuine effort to make things right. He offered some options and I chose the extended warranty in lieu. Thanks Trail Appliances for good customer service.

I purchased a new range on December 19th and it was delivered on December 28th. I did not cook much over the season. Yesterday, I peeled off the blue film and noticed a dent on the top. I contacted the sales representative. She advised me that I was to inspect the range “immediately”. She stated that Whirlpool does not warranty “cosmetic damage” but she would inquire about getting a new housing cover. I asked for the item to be exchanged. Trail Appliance does not take any accountability for dents/damage—they try and pass it off to the manufacturer. Buyers beware!

We bought a Bosch dishwasher from Trail Appliances in December 2019 which had intermittent drainage problems from the start. Over the next eleven month we had the technicians out to look at it on several occasions. They replaced the motor – no improvement. They continually told us that the main problem was our plumbing. We paid $800 to have the plumbing re-configured – no improvement. We asked them from in November 2020 to replace the dishwasher. After unpleasant phone calls they gave us a partial refund for a new dishwasher, installed this week (January 2021). The day after the dishwasher was installed we had a ceiling leak, for which Trail Appliances will not take any responsibility. You wait and wait on the phone, and get passed about. If you are lucky you may actually get a person who will try to help (thank you to those two people). A manager will only deign to speak to you if you make enough noise. We didn’t know that they actually have a customer service department until this week, after months of dealing with them. Do not shop at Trail Appliances, there are plenty of other stores in Calgary.

We received our new dishwasher on Dec 30/20, but after two trips by the installer and a service technician, it was discovered that it was faulty. I was offered a repair, but since it was a brand new dishwasher, I felt that it should be replaced, no repaired. I reached out to Trail management and within 24 hours, I was offered a replacement that will be installed Jan 7/21. I have been a Trail customer, since our major kitchen renovation in 2010 and have also purchased a new washer and dryer. I would highly recommend Trail for your appliance purchases, but do not hesitate to escalate, should you encounter issues.

Had Trail install an over the range microwave, installer accidentally scratched it, reported to install co. and Trail, they said no not us, it happened after install. Hmmm , was fine when we took out of the box and house is not occupied, guess a ghost must have done this, Trail says no problem, we can fix for 477.00 ( we only paid 450 when we bought it along with $5000.00 in appliances ) Happy to say my son dropped his order for 6 appliances due to this poooooorrrr service and response, and my neighbor went elsewhere to buy. I am sure Trail will fabricate another story but it wont help, facts are facts and fact is we did not scratch
anything.

Thanks Trail, we reported next day on the installers web site with no results, so we emailed them directly after waiting , How can you prove time and date when they took photos, like I said it came out of box fine then when they left it had a scratch

Great salesperson...Knowledgeable, not pushy, efficient.

The delivery lead guy was pleasant, knew his stuff, and after 9 years with Trail, still seemed to love his job...

Great experience!!!

Brian H.

Trail does not deliver continuity. They sell high end appliances, but stop selling parts for said appliances shortly after the sale. Very frustrating!
I now buy from other sellers who offer more continuity.

I want to give a shout out to Ken at the Sunridge store. Ken was very knowledgeable and spent a very long time to help us choose 5 appliances for our new home. His questions and suggestions were helpful to hone in on what we needed and wanted. I really appreciated to be able to talk to him in person.