My husband and I needed new appliances for a renovation on a condo that we hadn’t even taken position of. We had heard the nightmare stories about how difficult it was to get appliances so visited Trail Appliances two weeks prior to the close of the sale, to price and get a reading on lead times. RBC was very eager to help us find appliances but advised that we would need to take delivery as soon as the appliances became available to ensure the appliances were not reallocated to another customer, even though we were required to prepay for the merchandise. Six weeks after the initial inquiry and four weeks after the start of renovation, Trail contacted us advising that we needed to accept delivery of the goods. At the time of delivery, we noted minor damage on the Kitchenaid Fridge which was reported and for which Trail discounted $100 off the purchase. Fast forward three months later, when we are in a position to fully unpack the appliances and 4/6 of the Kitchenaid sealed interior fridge shelves, display latent defects. One shelf being cracked from how the wine rack was resting against the shelf, two stress cracks-origin undetermined and one shelf displaying obvious manufacturer defects. Upon our first contact with RBC he advised that we only had 30 days to report deficiencies but he would forward our contact information and photos to his warranty department for consideration. After days of nonresponse my husband reached out to our salesperson who proceeded to claim that his warranty department had attempted to reach us by both email and phone with no success so it was best that we reached out to the manufacturer directly to resolve our concerns. Trail Appliances appears to be one of these establishments that once they have your money, they are content to wash their hands of any further involvement. Not great customer service and not a vendor that I will be recommending or using in the future. PS. Did I mention that they charged $35 to stack my laundry which remained in the boxes for three months after delivery.
I just want to say "thank you" for the great service yesterday and today. It started with Jenny who coordinated our service so nicely and with great detail. The tech arrived early this morning to disconnect the water line and was very conscientious of our floor. The replacement fridge came as planned and was delivered by 2 nice reps who were also very conscientious not to damage our hallway walls, taking the old fridge out and new fridge in. Other service retailers could take note from you! Have a great weekend! Sandra
Gayle McBride was our sales rep in Kelowna and helped me choose a whole house full of appliances. Her experienced advice on each item was SO appreciated. Even though a few of the appliances were delayed (inevitable in Covid times), she kept me up to date and was quick to find good alternatives when needed. I felt like I got great value and quality on everything I purchased. She was always available to answer my many questions. Thank you, Gayle!
We ordered a washer dryer set in November and were repeatedly assured that it was in stock in Canada and would be delivered by December. It is now May, still no set, multiple delays, and poor communication. I requested a refund as the same set is in stock elsewhere and was assured they could have it to us in late April... Success then I have received no reply or communication at all. I fully understand the supply chain issues but the lack of response is not excusable. We had planned to purchase a full kitchen of appliances from trail later this year and will now be going elsewhere.
Our dryer went on the fritz and I needed to arrange for a new one quickly. I phoned the Kelowna store, spoke with Neil and, after a brief discussion and a few emails, was able to arrange for a new dryer which will be delivered on Saturday. Neil was friendly, helpful, have me some good options and, ultimately, I feel I received a great product for a very fair price. He made purchasing a new appliance a breeze!
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