Took my new appliance home only to discover it was the wrong color. Drove back from out of town to exchange the color with no compensation only to pick up an appliance that was broken from the manufacturer. Despite paying for extended warranty, I was charged an extra $220 for them to come and "fix" an appliance that never worked because as soon as you drive the appliance off the lot they will not replace it-as if you are buying a car. I might as well have bought the most expensive model considering the repair costs, and what is the point of buying warranty if you still have to pay for a product that never worked in the first place? Such horrible customer service through this experience as well, and difficult to get put through to management...why would you shop here when you could go to Costco and have them honor their products for more than a day. Would never recommend, would rate no stars if I could. read more

I have never had such disappointing customer service. I purchased several appliances for a new home with Trail appliances, I am a single person living on my own, so the appliances definitely do not get over used. Both my refrigerator and the clothes dryer have had problems. Trail informed me that in order to have someone come out they need to pre-bill me for both appliances, NOT the single visit. $90 for the first and $35 for the second appliance, time spent is over and above. The appointment was booked and pre-paid however not confirmed, I received no confirmation of the appointment. I was called at 7am the morning of the appointment, unfortunately I was out of town. Trail now requires a $50 no show fee, and it's another months wait. Based on this experience I would not recommend purchasing appliances with this company. read more

My only real issue with Trail is the fact that they sell their warranty repairs to other companies to deliver. Trail used to have excellent in-house service department and now we need to deal with 3rd party warranty providers with terrible customer service and very long wait times. I'm going to just pay someone to fix my machine, rather than wait for the warranty coverage. What a disappointment! The warranty service It is a significant disincentive to buying from Trail again. read more

They are terrible for service. I cannot get my hood fan serviced as they want a whole day committed to wait for them. They do not work sat or sunday and I can understand a morning or afternoon time to schedule but a whole day? They are also so rude on the phone and conveniently cannot get a manager and they"will call you back" read more

Further to your response: Your records are inaccurate and in addition I would like to respond. Upon moving into our brand new home our dryer did not work. Then I received the call from your service department they let me know that the earliest they would be able to have someone out to look at the dryer was a month away. When I said this was unfair the guy on the phone snapped at me that this was not his problem and hung up on me. I ended up calling the manufacturer myself and they sent their own warranty repair man who replaced the electrical panel. After such appalling treatment when my gas stove and my dishwasher needed servicing I went directly to the manufacturer to avoid dealing with your service department. You are correct that the warming drawer was a faulty breaker however now I have had to have my microwave, my gas stove, my dishwasher, and both my washer and dryer serviced and my bar fridge beverage Center replaced. Again this was dropped off and not even installed due to the fact that it was so damaged it could not fit under the counter. It was left up against the granite counter blocking the access to the room. When I called the service number you provide I was told it was not Trail's problem and to go through the builder. No one offered to replace all of my ruined wine and beer and I was told by Baywest that Trail Appliance told me to go through my homeowners insurance if I wanted compensation. You have my contact information on file and are welcome to contact me if you do intend to redeem your company unbelievably rude and disgraceful customer service. Had I know what it would have been like to deal with Trail Appliance I would have taken a credit from the builder and gone to a supplier who actually cares about their customers. 2 washer/dryer sets, full size fridge and freezer set, fridge freezer combo, 2 dish washers, microwave, convention over, warming drawer and gas range was what I purchased and at this point you will never have me for a return customer. read more

We live in Calgary, Aberta. I would give this business 0 stars if it was an option. I have never had such a disappointing customer service experience. We bought a brand new appliance package in September. In January our freezer broke and Dacor sent out servicers to fix it multiple times. It is still broken and it is August. In July our oven overheated to the point we were going to call the fire department. Trail offered us absolutely no support when we couldn't get in touch with Dacor and stated they couldn't even help facilitate a conversation with Dacor. I would absolutely not recommend supporting this business for both your peace of mind on the products they're selling and also they're terrible customer service. read more

I had a great experience at Trail Appliances in Inglewood when I was purchasing a dishwasher. They walked me through the options, were honest about add-ons and higher end products, and were patient to answer my questions. They also recommended Ed from E+E Contractors to pick up my old dishwasher, and deliver/install my new one! He was fantastic - super knowledgable and gave us lots of tips to extend the longevity of our dishwasher, and also be water conscious for the environment. Thanks Trail & Ed! read more

We have used trail for years, and had been happy with them; however, we had a bad experience: due to space constraints, we bought a combo washer and dryer tower unit. The "small load " setting made a leak every time. "It's just the design" we were told; "you have to find the happy spot of the right amount of clothes for it not to leak". There was no apology that this was a badly designed unit or any offer of replacement. And now we have to waste water on the medium load setting for small loads. The worse thing is that Trail has outsourced their repairs to a third party. This company can only be reached by email, they won't talk to you AND they require $150 From you before even dealings with your issue, even if it's covered by warranty. The service company (W3 solutions) has a 1 * rating on the BBB. CAREFUL! read more

In response to owners comments re valve. The valve was not leaking before the install, it was adjacent to the dishwasher, the fitter opened and closed the valve to install dishwasher and likely damaged valve and at very least failed to observe the leak when he tested the dishwasher. Trail Appliance's unwillingness to take responsibility for their actions is typical of their appalling client service. 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. read more

I had contact with Trail appliances to select my new appliances for a new house build. On the first day of possession we found our dishwasher was not functioning. I touched base with trail appliances whose response was it was more than 7 days after delivery (as this was well before possession) so they would not replace it and this had to go through Whirlpool. They stated that they had set up an appointment with a Whirlpool technician for two weeks later. I then took the day off to wait for the technician who did not show. I called Whirlpool to confirm and they checked there records and informed me that Trail had subsequently cancelled the appointment (I had no communication regarding this). I followed up with Trail and the service department told me that they had not cancelled the appointment and Whirlpool must have been mistake (admittedly I have no way to confirm this). When I pointed out that Trail had sold me a non-functioning dishwasher and it would be great if they could find an alternate solution I has told that the service department didn't sell me anything and I should go talk to my builder and/or sales. So now I have another 2 week appointment that I have set up with Whirlpool directly just to confirm that the appliance isn't working and then perhaps a solution following that. I don't typically post reviews but I wanted others to be aware that in the house build situation there are some technicalities that lead the responsibility for this type of thing up in the air and taking a significant time and many phone calls to solve. I am disappointed as I had good experience with the sales team initially both in my selections and two additional beverage fridges I purchased for the home. Admittedly the service department was not involved in the sale or house build but I would have hoped that the realization that Trail sold someone a non-functioning appliance lead to a more workable solution pathway. read more

They installed a dented, broken stove/range. A burner doesn't work, and there is a massive dent down the entire side. They want to fix this broken piece of garbage instead of just replacing it with a new one. Stay away from this company. read more

Two days ago we were desperate! Two weeks previously we had purchased 3 appliances from Sears, and were promised delivery 4 days before we were scheduled to move into our new home. Long story made short -- suddenly there we were 2 days before moving in day with cancelled delivery of all 3 appliances. Trail Appliances to the rescue! Not only did they have all 3 appliances available at competitive prices, but they promised delivery the day after we were to move in. All necessary parts for installation were available -- one-stop shopping! Delivery and installation extra but discounted since we were getting 3 at once. Here we are today loading up everything at our old place and what do you know -- Trail Appliances is making delivery not tomorrow but today! Early is always better. Thanks so much Trail Appliances! read more

We bought a fridge from these guys with an expended warranty which is fine but the have been to my house 12 times so far, I have had to replace the food in my fridge 4 times, have a back up fridge in my kitchen at all times and take 12 half days of pay to wait for technicians to work one my fridge all in the last 8 months and it still does not work. They told me today the only thing they can do is keep trying to fix it or I can have a $1000 in store credit... Really! That's it! I have last 3 times that much in wages and food! read more

Not many women will tell you they are excited about laundry! Today was an exception when our new washer & dryer was delivered! Not only did I have my redneck clothesline in their way, the service was too notch! Was able to converse in Maritime lingo with the gent from Rogersville but was happy to see they took great care in moving the appliances three floors! Had to find out who the order was placed from my landlord :) because they definitely deserved a review. The BF even commented on how great they were! All he had to do was plug her in & hook up two lines.. Me, well I'm doing laundry! Highly recommend !!! read more

HORRIBLE! We bought ALL our appliances here and paid extra warranty for service. It has taken 1 month wait for them to fix our dishwasher. That is ridiculous!!!! They overbooked me once and had to reschedule. I will NEVER buy my appliances with such horrendous customer service. read more

We got all the appliances from Trail Appliances Calgary south location through the builder for our new house. They have a fancy showroom but that where it ends because we learnt that have horrible service and they misinformed us during sales. We had multiple issues and Trail fixed none of them. Trail does not even deserve a single star rating. 1. Our possession date was July 25 and three appliamces were not installed. Trail promised they will be install3d next day since thebitems are on the way from edmonton. Nothing happened next day and they installed it the following week only after we phoned them multiple times. 2. Next we found the top oven of our Maytag range did not work and flame on three burners was low. We called Trail and after talking to Ms. Jennifer who sold us the appliances we talked to Mr Phil the servie manager to replace the unit with a new one since we never got a working unit. Phil refused and said its not their policy or Maytags. He said 'Maytag is a big company and they play the shots, customer cannot decide on this". We ended with a faulty unit for whichbwe paid a full price. 3. We asked Mr. Phil to fix the cooking range ASAP but the earliest he was willing to schedule a repair was till two and half weeks. Again that is horrible service. Research shows the first pillarnof service isntimeliness but Trail has no clue about this. 4. During sales Ms. Jennifer made promises and told us not to worry about selecting appliances since Trail gives the option to replace the unit within 30 days if the customer does not like how it works. The customer pays delivery, install, and any difference between price of new unit. We talked to Ms. Jennifer that we would.like to change our cooking range from gas to electric since gas is not working well for us. She told us we have to talk to her manager Mr. Phil. Phil said he is not his manager and that replacing the unit is not their policy. I asked him if I can talk to his boss, Mr. Phil said 'he runs the show' and there is no higher. I asked the ownerc contact to which he re0liend the owner is in Palm Springs and wont pick up my phone. He said he can provide a contact for a junior manager to which I agreed to talk but Mr. Phil then refused to provide the contact info - its bizzare why he agrred to provide me the contact in the first place and then refused It looks like that is Trail's norm to misinform and then mistreat their customers on top of the refurbished products they sell as new. 4. I am in touch with the manufacturer Maytag now. Hoefully they will resolve the issue. read more

Trail Appliance has been very helpful and informative on their products and information. Purchased a dishwasher from them and works like a jem! When I was asking for advice they were not trying to upsell me to something that I didn't need they matched it to the style of our home. read more

NO CUSTOMER SERVICE. Time for my yearly post. Couple of months ago bought a Napoleon BBQ from Trail Appliances. They assembled and delivered. 3 weeks in, the lights don't work, and i cannot electronically light the back burner and sear zone. Call Trail. They give me the number of the BBQ Guy. He informs me that if he has to come to my residence it will cost....HE DOES NOT DO WARRANTY WORK. Call Napoleon to explain my situation. While good intentions, they will only send out replaceable parts, at no charge, but will not install (for a guy that can't change a light bulb, this offered limited relief) Call Trail back in attempts to engage them in a solution (after all, we have a brand new Cadillac in the back yard whose lights won't work and can't produce heat!) 3 calls to Gloria, the service supervisor, leaving message, which, as you probably guessed goes unreturned. 4th time, actually get to converse with her, explain my situation, to which she replies she will look into it and get back to me early that afternoon. THAT WAS OVER A WEEK AGO WITH ME LEAVING 2 MORE MESSAGES IN THE INTERIM. To date: - we have a very expensive BBQ that is semi functional - apparently Trail does not want to rectify, much less care - clearly i am not impressed with their customer service - have not given up trying...intent is to leave a daily message for dear Gloria....if in fact she actually exists. - my experience with Trail Appliances has been a bloody nightmare. Zero engagement. Will update as required. read more

The service at this location is appalling. Rude, high pressure sales people and uncompetitive pricing. YMMV.

We took possession of our new home in September and Trail failed to deliver our fridge by that date even though we had ordered it months in advance. As this progressed, it became clear that our rep at Trail had absolutely no clue what was going on. In the end, we ordered a completely different fridge. Our gas stove-top was broken (front left and right burners) on possession date. We had a tech from Trail come to our home in early December and were informed that he would order the parts and be back in a few weeks. After hearing nothing for two months, we made inquiries and found out that Trail had once again dropped the ball. After communicating with two of the owners, this week, I was told that they had found the parts and they were sending them down from Edmonton. I received a phone call today from the part manager, who clearly had no clue about our stove, wanting to send a technician again to look at the stove to find out what burners needed replacing. I have since made arrangements for another company to come look next week. Trail Appliances suffers from disorganization, lack of communication both internally and with customers, and lack of customer care and service. I would not recommend them to any friends or relatives and we will be steering clear of this company from now on. (If I could rate lower than 1 star, I would). See my review of Totem Appliance Repair Service and how they resolved the problem in 5 minutes. http://www.yelp.com/biz/totem-appliance-parts-and-service-calgary#hrid:FbI-q5GEsijXFGsMEqRvhQ read more

A year and a half ago we built a home with Sterling where we were expected to use Trail Appliances to purchase our appliances. We met with a sales person names Jennifer Bartlett. We found a fridge that we liked and asked Jennifer if it would be possible to have the fridge installed without the top grate (it's a side by side fridge and freezer). Upon moving in, our fridge kept sliding out and wasn't even. It was eating at the cabinets on the side of the fridge from the movement. We had Trail Appliances out three times to try to fix it and it was never any better. Finally, a third company came out to look at our fridge. We were informed that they had failed to use ANY of the installation pieces on our fridge/freezer. It wasn't actually installed AT ALL. When we contacted Sterling Homes AND Jennifer about this, we were told that they would give us the installation kit but would not install it for us. I couldn't figure out why they wouldn't provide this service to us since it was missed initially and then realized that the installation kit would not fit on the fridge/freezer with our current cabinet dimensions. They would have to replace the cabinets as well. Neither Trail Applainces (Jennifer Bartlett) or Sterling Homes would take responsibility for this mistake. We are not going to have to either pursue small claims court or pay for the installation of the fridge AND the cabinet modifications ourselves and we will be out thousands of dollars. I am LIVID with the blatant lack of responsibility for this mistake that was made by Jennifer Bartlett and Trail Appliances. I will NEVER purchase an appliance from them again CANNOT recommend Trail Appliances due to the terrible customer care post-purchase. read more

Nothing but headaches. We (unfortunately) chose to buy all our new appliances after renos from here. Sales guy seemed to have a great knowledge but said models would fit our measured spaces then didn't. Delivery was not on the promised dates and was a nightmare as we got passed from department to department. After 2 or three instances of cancelled or postponed deliveries I simply asked for a refund and went elsewhere. Our salesman seemed to have little interest in following through to ensure we were happy. Then when items were returned (i.e. the microwave that didn't fit) they have the nerve to "hold" the refund until it was processed through their system. Kind of odd seeing as all stores I have been to simply scan your credit card and lo and behold the refund is put back on the card! Our one year one month old stove just displayed an electrical problem so of course it is out of warrranty and can be fixed in a two part service plan where they charge by the minute. ouch! Has anyone not been put on hold to elevator music when you call this place. Bottom line: big store poor service, support small business. read more

When we had a serious water leak and twisted door gasket in our new washing machine,Bob Mitchell (salesman at North branch) responded immediately and had a new machine shipped to our house. We buy all our appliances at Trail because of the great prices and great service. read more

I received my appliances through avi urban for my home and honestly hate it. For the past year and a half I have dealt with; - Them damaging the washer and dryer while installing. Which they came out and fixed. - Dishwasher motor breaking. Read below for experience. - Ice machine not working the 1st time. 2nd time read further. Regarding the dishwasher the guy had to come out 3 TIMES. First time he was here he came for 5 minutes said "yup it's broken". Booked me in for another appointment and left. The second time coming back the warehouse had apparently given him the wrong part and will have to come a 3rd time. The 3rd time he eventually fixed it. I had phone Trail to tell them how upset I was with this having their solution being for me to buy a new dishwasher. While this dishwasher was no older than 10 months. Now my ice machine has failed again and makes ice slower than their service where their solution is to have them come and have a look at $89 plus $24 for every half hour there to tell me it's broken and possibly come back again. So that'll cost me about $200 plus parts. I might as well go and buy a new one. ALL OF THIS WHILE HAVING TO TAKE MY PERSONAL TIME OFF WORK. They won't even tell you exactly when they'll show up that day until the day of and don't work weeknights or weekends. I will never suggest Trail to any friends or family who need new appliances. These dealings have been beyond exhausting. read more

I would not go with Trail at any cost. We were sent there by our builders and out of no choice we went there and the sales guys are rushing us to choose 6 or 7 appliances in 1 hour. When we asked few questions, they do not answer looking at your face which is totally disrespectful. The issue is the builder and they have a deal and we are struck in between these guys. When you have a problem with your appliances and call them, they will not come for 2 weeks and say their technicians are busy and they do not work on weekends and their technicians work only on weekdays from 8 am to 5 pm. Come on, how come working professionals accommodate this kind of business? We are paying money from out pocket and buying these appliances and they should come service us when we are free and not when they are free. I will never ever go back with Trail. Please stay away from them if you can. Please go to home depot (or) lowes and get the appliances and they are so helpful. Luis read more

I called trail appliances last week as our 5 month old stove stopped working. I read them the error code which was that the cooling fan wasn't working. I had to wait a week for a technician. He came and told me they don't have the part and they would need to order it. No answer as to why it couldn't be ordered last week when I gave them the code as it seems that's all they needed. So now it may be a few more weeks. We had bought a new house and had a credit at trail. I almost wished we didn't use it. Any dealings with them after they received our money has been beyond poor. Go somewhere else anywhere else for your appliances read more

Things got off to a poor start when my 3 year old gas range I purchased from Trail failed. The details are now unimportant. I posted a negative review on Yelp and was IMMEDIATELY called back. Phil at Trail went out of his way to make sure my problem was resolved. I talked to Phil and his service technicians numerous times during the day to completely diagnose the problem and get the parts ordered. Phil reiterated many times that he was not going to drop the issue until I was satisfied. VERY GOOD SERVICE AND FOLLOW UP. read more

Absolutely horrible service. Do not reinforce bad service by supporting these companies. They schedule an appointment. Technicians may or may not call you. Show up and don't call and then leave. Then you are forced to reschedule. Took a day off of work for this and failed to show up. There's zero accountability. Please don't do business with these businesses that don't take action when they are in the wrong. read more

Unfortunate I have to give even one star here. This is the first negative review I have ever posted about a store or restaurant or any place of business, as I am not hard to keep content. This place of business has terrible policy for their customer service and I cannot recommend Trail Appliances to anyone. We bought a Samsung DW80F800 dishwasher in March 2014 (along with a fridge, range and microwave) and it worked for a little over a month. In May we placed a service call in to look at the "OE" code we have on our panel. They arrived on May 27th and told us that our hot water at 161F was too hot and it needs to be at 130F or colder which we changed. Of course that didn't work. They came back in mid-June and replaced a pressure sensor and that didn't work either. In the mean time the dishwasher is inoperable and our phone calls continued every one or two days. In August they scheduled a service appointment because of a recall on a part while we were on vacation, so we came home early (Thursday instead of our scheduled Sunday) and got a call on the morning they were supposed to be here that they didn;t have the right parts and couldn't make it. They said the part would be another 6 weeks before they could fix it. We told them that this was totally unacceptable and we wanted a replacement to which they said they hadn't exhausted all of their options to fix it. So for $700 we've done 25 loads of dishes in 6 and a half months and that is apparently acceptable to Trail Appliances. A family of 5, 2 working parents and dishes by hand makes for VERY unhappy customers. We've also called Samsung and in the 3 weeks we've been dealing with them there's been empty promises about phone calls from presidents and such...but that's an entirely other review. In short...small claims court and poor reviews and word of mouth are our only recourse...so stay away and be sure to pass it on. read more

We bought all new kitchenaid appliances and a Samsung washer and dryer. The sales consultant Barb Stevens made it an amazing experience. I highly recommend them for your appliances. From sales to delivery they go above and beyond to ensure that you are a happy customer. read more

This company is horrible to deal with once they have you money. Nice and helpful while we were looking to buy a new dishwasher, but once we got it installed, we found that the installer made a mistake when installing it and didn't bpu a new drain hose on just connected the old one which was completely clogged...It's a clear hose so impossible to miss. Now its going to cost us another $140.00 to have an installer come back and fix their mistake. Now the salesman who was so nice to us is being short and kind of pissy with us. Very much giving us the feeling that now that they have our money we can go %$@%! our selves. Will never buy from Trail appliances again. read more

We bought 4 new appliances from trail 2 years ago. Since that time the microwave has failed twice, the fridge one and the dishwasher once. Each time the warranty repair took weeks if not months. They over book their repair people and their planning is non existent. Very disappointed in the whole experience and we will not be buying anymore appliances from trail. Would not recommend. read more

Do not bother with extended warranty. You will be explained that your appliance is "good enough" and asked for $150 to file a claim.

Michelle again...had ray the manager of service call me Thursday finally to say someone would be back out to repair today...Saturday. called trail at 10 to find out no service call was placed to come out to fix our washer. Livid I asked when someone would be coming than..the girl sighed and said "well I don't know" so upset I asked to speak to ray who left me the voice message which I saved on my phone and the girl hung up on me. Hate hate hate this store...NEVER NEVER SHOP HERE IS YOU ADMIRE PROFFESSIONALISM OR HAVE HIGH CUSTOMER SERVICE EXPECTATIONS OR YOU WILL BE HIGHLY DISAPPOINTED! Well I've waisted my weekend. Waited all dat Saturday night one showed so guess I'll be heading to the laundry Matt. MICHELLE ROSE read more

We end up cancelling the product we ordered. We ordered Kinetico water softner system for our place and rental place. They told my husband when they can install so he booked. Next day I went to pay and I wanted to make sure the date of installation because I need to tell to tenants. Somehow they changed the date my husband booked without asking him. ( the date my husband booked was on invoice showing clearly) So again, I made few calls and made sure the date. The day came, they did NOT show up. I waited, tenants also waited all a day for nothing. ( Of course we called and left messages asking what is going on and they are coming or not but no responses) Next morning, they showed up without calling BUT we were so upset so chose to use different company. We went to cancel the order. To cancel, took more than 20 min ALSO took more than a week to get money back. They may sell good product for good price but service is awful. read more

This place seems to be more than a little deceitful, and definitely NOT transparent in any of the dealings. NO prices are posted (and if the price isn't posted, you can bet it's high), so I phoned them and they said their "I T" guys were working onit....that was nearly 2 months ago.....don't waste your time, and go somewhere that is more upfront and honest read more

After upgrading my Asko dishwasher in Nov 2016, Trail appliances installed my new dishwasher incorrectly failing to properly connect it to the garborator and water spilled into my cabinet and to my hardwood floors. The floors have since buckled and need refinishing, Trail refuses to accept any responsibility, and will not pay for any resonable refinishing costs. Brutal customer service, my family and I will NEVER buy from them again! I'm a busy mom of three, and this has been going on for months with multiple trips to my home, who has time for that? They have since offered only to refund a nominal installation fee, which is offensive. read more

Disappointment consistent to theme of reviews. My very high end Panasonic Microwave totally stopped while still covered on its in-home service warranty. After a call to book service, during which I was challenged that I didn't qualify for in-home service, I quoted the Panasonic warranty, and the employee checked, and what do you know, I did qualify. The service rep was booked for 2 weeks later to come to the house. (That time frame should have been a warning.) The very nice service rep arrived with only a fuse, checked the unit and diagnosed a major parts replacement. I asked that shouldn't it just be replaced? He asserted that manufacturers don't approve of replacements, but are willing to pay high amounts to have repairs made. He said he would order parts, about 10-14 days, then book another visit to repair - another 10 - 14 days. I said, that this is rather long, and it is annoying to be without a microwave. I was informed that I could have gotten a "loaner" and wasn't I told that when I booked the appointment? (Duh - no.) I called and again after a challenging call to get a loaner approved, they offered to deliver it (seriously?? - that would take weeks, I thought.) No, I would pick it up myself the next day, thank you. I was provided a 2.5 cubic foot (huge) microwave recycled from someone's wall as it has no feet and is un-balanced, I discovered when setting it on my counter. (I propped it up.) That said, I am grateful for the loaner. They called around the first of the month indicating that the parts were in and the next appointment would be on the 21st! Accepting this reality, I made sure I was available that day. The call that morning from the service rep indicated that they wouldn't be fixing the unit in-house, but would need to send out a pair of reps to take it into the shop (apparently their in-house repair man was unavailable). I was assured that the work would be rushed. The nice fellows showed up, I loaned them a step ladder to access the top of the unit's holding bolts, and in 5 minutes they had it out. I asked what the definition of "Rushed" is and the fellow estimated a couple of days. I received a call this morning (next day - awesome!) saying the unit was repaired and the next available day to return to reinstall (a 10 minute task) would be six days away! (The definition of Rush is 7 days.) There appears to a logistics problem in the operation that can't seem to differentiate between the types of calls and time requirements. Additionally, the theme here and my experience would suggest that there is a gap between customers' expectations and corporate customer service and empathy. As a customer, with a valid warranty, I shouldn't have to argue for my contracted rights, I would have appreciated being properly informed of the additional services available to me, and I would have thought that once in the system, my case would have been dealt with in an expedited manner that reflects the quality of the product and the integrity the company is wishing to maintain. I am disappointed in both Trail's corporate leadership in not having better oversight into their system of service so as to ensure quality customer care (i.e. threshold service patterns) and in Panasonic for not continuing to be the ubiquitous leader in microwave technology and service they once were. read more

I've bought quite a few appliances at this Trail. I have had reasonably good experiences and a couple of bad ones. The latest was the worst. I'm not going back. You get the impression that they are expensive, but they will take care of everything. The fact is, they are expensive and they will take care of very little. I bought a washer and dryer. The sales person was rude, especially when I called to request it be vented out the side instead of the back. She sold me the "Premium Laundry Hookup" (which is their marketing term for installation). It cost $250. When the guys came, they bashed the machine into my door frame (leaving a dent), put their dirty hands all over everything (leaving dark brown hand prints on my white walls,) hooked it up with a hose that was too short to position the machine where it should be (they had no other hose with them), and they used an old scrap of vent, which upon inspection after they left actually had a hole in it. They were really nice guys, but in the end it wasn't installed correctly. Oh, and I later looked in the owners manual and it said to level the machines. They didn't even have a level. When I emailed my sales lady to ask if there were longer hoses available, I half expected her inquire if the installation was satisfactory; I mean, why else would I be emailing her about different laundry hoses after my "premium laundry hookup". She didn't ask. She just replied that I could buy them from the parts department. I had also asked her what size hose came with my machine so I could gauge how long to buy the replacement ones. She answered that question incorrectly. I would NEVER pay to have Trail install an appliance again. read more

We were directed to Trail by our builder and the whole experience was smooth and trouble free. Our Rep Jen was fast, reliable and helpful. read more