My problem with Trial Appliances is with their customer service on the phone. If you try to call them, be it 604-434-8711 or1-888-804-3111 you get a 1 out of 10 chances that you'll actually get a human. Otherwise, you get the same computer voice telling you what number to press depending on what you want. Number 3 is what you need to press if you wish to talk to someone. Here's what happens when you do: you get a lengthy speech about whether or not you called during business hours. Then when you have, you can press number 3. You get the same computer voice telling you to hang on, because all service persons are busy with other calls. Here's the kicker: they tell you that if you want a call back, to press 2. I have done this 14 times. You never get a call back! And then, after about minute, you get a very rude computer voice telling you that, "In order to save your time and their's, they are going to disconnect the call. Call back later." What?? I have waited for hours on line with other companies. How dare they hang up on me during normal business hours! If I'm willing to wait, I should be able to! I have walked into their show rooms. It's not exactly a circus! They have staff to spare. Why can't they service us on the phone as well as they do in their stores? Not good! Not good at all! Mina Shojania read more

We reached out to Trail Appliance the next day. They listened to our concerns, gave us a full refund. We bought another washer and dryer unit from Trail. It will be delivered and installed by Miele. we were listened to and Trail made it right. read more

Their truck drivers are not friendly and usually park where ever they like. One of them parked in front of my house in the middle of Laneway and closed the way. Every passing car should horn, search for them to move the car and again they parked on the way that noo car could pass read more

Trail Appliances - Vancouver - Appliances Near Me - Vancouver, British Columbia

Yesterday, as I was visiting this appliance store, I was already thinking to myself that, when I write this Yelp review, I was going to give this place a 4- or perhaps even 5-star rating. After all, the showroom was large, clean and beautiful, with so many display rooms showcasing so many appliances, so one can actually see how they would look in a real-life kitchen or bathroom or laundry room setting. And they have SO many makes and models of appliances, in many price points. And the staff seemed so knowledgeable and helpful - at least, our sales rep Ken was. So our experience here was pretty stellar at first. Unfortunately, my impression of the company went downhill pretty fast after the initial store visit. Here's the backstory: woke up yesterday to a dead microwave. (I don't know about you, but I can't live without a microwave!). My kid and I immediately went to Trail, on the recommendation of some neighbors. (Our condo has very precise specs for the mw built-in, as most condos do). Once at the store, initially, no-one was around to help us, and the sales rep folks were all chatting among themselves or sitting at desks with their computers in one area of the store. My kid and I beelined to the mw area and started looking at all the models, not sure which ones would work in our space. Surprisingly, even after 5-10 minutes, no-one came to help us out, so I wandered over to the sales rep area and asked for assistance. Soon after, Ken came to us and helped us out. He really was great. We found what we wanted, Ken said it was in stock, and we paid for it. Easy peasy, right? (Note: it was a super nice Panasonic model, midrange, and it cost approx. $500 with taxes and all. So...not for nothing). That's when the issues began. I found out that when Ken said "it's in stock", he didn't mean in stock in the store, but in stock in their warehouse in Surrey. Argh. So we could go and get it then or get it delivered in 5-6 days for an extra $45 or so. Ken said if we go to the warehouse, he'd call or email them first to ensure it would be waiting for us. Ok, we decided to go and get it. After the 40 minute drive (traffic wasn't great), found the warehouse, found the customer pick-up area, go inside, show ID, and the lady says, oh, your salesperson didn't check off something in the paperwork, have a seat, she'll contact the stockroom and figure it out. My kid avails herself to the free coffee there for customers (she said it was quite good. At least there's that!). After about 15 minutes, the woman says to us, again, there's a problem it's our sales rep's fault, something to do with the "allocation" (with?), and she asked if we could reach Ken as he's not answering her phone. (WTH?). I call Ken and pass the phone to this woman. They talk for a minute, then I talk to Ken and he says it's all a minor paperwork issue, there's no problem. Then the woman tells me that there are 7 of my mw's in stock but 6 are accounted for and she's hoping they can get me that one available mw, that there's an issue with "allocation", and again, it's "all your sales rep's fault" for not doing something or other. She was unsure if we'd even get the mw I ordered and purchased. She again advised us to take a seat. I asked how long would it take before she hopefully got the mw. She had no idea. I asked, well, are we talking another 10 minutes, or like, a hour, or more? (I did NOT want to hit rush hour traffic back to Van). She had no idea. ARGH. Here's when my blood started to boil and my stock in Trail Appliances started to tank. I whispered to my kid, this is clearly a company that does NOT care about its customers. It's incredibly poor form, IMO, to speak ill of your colleagues in front of clients and blame them for issues, and it's so unprofessional to tell people to just "wait" for something that may not even be available, indefinitely, with no idea of wait time. My kid and I just sat there, waiting, for about 45 minutes, all the while thinking, how much time before we leave, furious at this huge waste of time and effort. Heck, had I know it'd be like this, if I knew the mw wasn't in stock in the showroom, even, I'm not sure I'd have gone through with the purchase. I don't like surprises. Eventually, the woman said that the mw was there and they'd bring it out to our car. We got it and drove home and, yes, we are happy with the actual item purchased. But this whole experience took the better part of a whole day, and the warehouse experience was so unprofessional. It left a very bad taste in my mouth. I'd never go back to Trail as a result, regardless how great my new mw is. read more

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I was looking for a new refrigerator and decided to check out this place. I was recommended to get a Fisher Paykel counter depth models. I did my research online and decided to see the fridges in person to get a feel of it. The first impression upon entering the place was intimidation. It was not their fault but it did not help that there were a few staff standing behind the counter facing the front door. It did not feel very welcoming. At least they did not follow me immediately so I could walk around to browse the different models. There was an extensive selection of fridges on the floor. It was quite confusing. Despite being there for over 15 minutes looking at the different fridges, nobody came over to ask if I needed assistance. I guessed it could be a good or bad thing, depending on how you looked at it. In the end I did not get anything from the store. Huge parking lot behind the shop which was good. read more

Trail Appliances - Vancouver - Appliances Near Me - Vancouver, British Columbia

Bought a dishwasher and waited for 3 weeks for prepaid delivery. Guy showed up and said he needed a helper. Week later they called and said it would be $200 more!!! Previously bought several appliances that they new about! Zero customer service! Canceled and will go to Coast! read more

We seem to always end up at Trail when needing appliances and it could be because of: SELECTION - They have a wide range of North American and German brands, as well as appliance types. - This location also has a Reliable Parts counter in the back, which allows you to easily get parts for your appliance if needed. - Look for the scratch-and-dent section in the back for potentially good deals! PRICE - The prices typically match what is seen with the competition. - They can price match to the competition. SERVICE - Mehrdad Janeke was our sales rep this time and he was professional, patient, and took a long time to go through all of the appliances types we wanted to explore. - Darren Widas (whom we purchased a house's worth of appliances previously) works here and is still amazing! ENVIRONMENT - The large, modern, well-lit showroom makes it easy to see all of the brands and appliance types, though some areas are brand-specific vs. type-specific. - It's perhaps too large and too engaging for my two-year (who had a blast running around and trying everything!). - The environment is quite accessible for those with a wheelchair or a baby stroller. - Parking is readily available and accessible in the private lot at the back, though around the back of the store. read more

Bought a washer / dryer. Washer was delivered December 2nd. The scheduled time was 8:30 am to 11:30 am. Every 20 minutes the time kept getting push out and was on repeat. Was finally delivered at 11:30 am. I bought this for my rental property meaning I am in my car waiting 3 hours. How difficult is it to give me a set time. The salesman didn't care, when i voiced my displeasure. Dryer was on back ordered and delivered Jan 20th. This time, the delivery window was 9:15 - 12:15. Then pushed back to 9:40, then 10:00, then 10:20, then 10:40 and finally delivered at 11am. At least it wasn't 12:15 this time. Make sure you don't make any plans on the date when Trail appliances to deliver. Will guarantee that the time will get pushed out. Unlikely i would purchased from there again. read more

Mitch in parts is a legend, super helpful. I had a problem and he helped me find the solution asap. Promote this guy immediately.

Movers damaged my hardwood floor moving in a fridge and stove. I took photos and sent them and someone determined they were not at fault. Very disappointed with after sales service and damage to my property. read more

Just before the Victoria Day weekend, our 1994 fridge started generating heat inside. It might be a sign I needed to look for a new refrigerator! After checking out the different brands online, Trail Appliances was the only store in our area that carried all those brands I was interested and opened during the Victoria Day weekend. So, I went there to check out. Ken greeted me immediately and showed me the models I was interested in. I finally picked the Fisher & Paykel (perfect fit for our place) the next day. Ken has been very patient and helpful. The delivery crew did a great job. The online delivery notification kept me informed of estimated arrival time. read more

I wont ever support them again. We do loads of projects. I called head office 4 times and haven't heard back. This is poor customer service and the fact that they don't return calls shows that we will be bringing our business elsewhere read more

A couple of weeks ago, our microwave stopped working and the fridge was on its last legs so we decided by look for a new OTR microwave and fridge. Trail has a nice showroom in Vancouver and John Ha patiently help us select and purchase our items. He's great and he remembered us from when we bought a new washer. My problem with Trail appliances is the runaround I have received as a customer when things go wrong. The third-party appliance installer they sent to install the OTR microwave charged more money than quoted by Trail and refuses to come back to fix the crooked installation of the OTR. It is almost 2 weeks later, and this has not been fixed. He also charged us $120 to disconnect and remove the old fridge water line. He didn't have a cap so he sent me to Home Depot to buy a new cap. He put teflon tape on the threads, had my husband pay the invoice and left. It leaked when I installed the cap (the teflon tape was put on backwards, I'm not a plumber) so we had to have a family plumber friend fix it on Sunday morning. That has been resolved, so I have no issue with that. A second delivery team in charge of the new fridge came a week later, removed the old fridge, literally dumped off the new fridge without leveling it (I wasn't home at the time and my husband didn't know to ask anything other than "is it on?") and now we have to wait a week for someone to come back and properly shim the back of the fridge so it is level. Poor customer service, no matter how polite, still reflects poorly on Trail Appliances. If I am going to pay $275 plus tax for an OTR installation, it should be done correctly. read more

Good service from start to finish. We got a new washer and drier via Chris Andrewsky, Product Expert. He gave good advice and was helpful in arranging delivery. Both delivery guys were excellent. It wasn't the easiest to remove our old washer and drier. They kept at it without a fuss and completed the job well taking extra time. We are very happy with the new appliances and will be back when it's time for a new oven which I'm sure will be soon. read more

I bought a refrigerator.I do not know how it will work(Whirlpool 18.1 cu ft). What I do know is,that I received prompt,courteous and knowledgeable service by the sales associate,Mr.Michael Bouwman,and really quick delivery of the new item at the promised time.So,so far ,I could not be more satisfied.I only hope.that the fridge will also work well.It was very difficult to decide the choice,because there were one and five stars for any of them,all the others.Thank you,Mr.B. John A. read more

Absolute crap. We bought a Samsung high-end fridge 5 months ago. Last night a noise started from the fridge followed by a distinct metal smell. This morning everything needed to be thrown out including the stuff in the freezer because there is no refrigeration. We tried to call Trail Appliances directly only to be hit with a runaround where we need to call Samsung instead. Plausible Deniability is not a good business model nor a good look. This is a sham business. read more

I give this business a zero rating, prices are high, service is terrible, in fact they all looked like used car salesmen in cheap two piece suits, they carry an attitude like we should be so lucky to be buying anything off them, my recommendation is don't bother even going there. Spend your money elsewhere! read more

Absolute 180 on the way we were treated by both the salesperson and the management. They were happy to accept our money but when the products were delivered and it was discovered parts were missing, Trail wanted nothing to do with us. We were left to fend for ourselves with the manufacturer who provided way better customer service. Thank you Trail for helping me decide that the Fridge, Washer and Dryer that I am buying this week will not come from you. Horrible Company. read more

We purchased 2 fridges and a freezer from Kelowna Trail. While things went off the rails with return phone calls and delivery through a different sales person, Neil was incredible to get them back on track. He responded to phone calls and emails promptly, sometimes after hours and on weekends even when he was not making a commission. If you are shopping at Trail, definitely look for Neil. His attention to detail and customer service were top tier. Thank you Neil! Another thank you to the management team at Kelowna Trail Appliances, Ryan was also supportive and wonderful to deal with. Thank you both! read more

Wow. The fellow in the showroom was great, everything after that was quite bad. Entirely pathetic customer service. We bought a dishwasher. When our contractor removed it from its packaging, it looked like it had been beaten with a baseball bat. Door of it mangled beyond reasoning, probable internal damage to the entire unit. So I email Trail about this, and they offer to replace the door to a mangled unit. No talk of reimbursement. This was quite a high end, expensive dishwasher, so I let them know that I didn't purchase a refurbished unit, and they're basically trying to sell me one at full price. So Sebastien offers me $50 for my troubles. That's pretty laughable considering they'd take hundreds of dollars off a refurbished unit if you bought it at the store. So I request a new dishwasher. They require photos of the mangled dishwasher, no problem, those are sent to them the day they requested the photos. Apparently they contacted BOSCH, and then nobody seemed to know if we're going to get a new unit or not, despite myself and my wife calling and asking about this every couple days. Two weeks pass. I tell Trail that the plumber has already come and gone, so their taking their sweet time is now costing me money, time, and clean dishes. They don't seem to care much/at all about that. Today, over two weeks after telling them they sold us something that fell off the back of the truck, Sebastien calls me to set up a delivery time. Sunday from noon to five. They ask if it's going to need to be installed, I say yes it is, because I don't want to pay the plumber again. They tell me I'd have to pay to get it installed, because they clearly don't give a damn about customer satisfaction. So since I spent all this money for a dishwasher with no water and some bonus aggravation, I'm crapping on them online, right here in this review. Give a shit about your customers, maybe? And you won't have such a bad yelp rating. Get bent! read more

Trail delivered a scratch and dent sale appliance when I had ordered and paid for new. I called them the morning of delivery to tell them the stove is damaged and it took 3 days for them to get back to me. They assured me that it was new in box straight from warehouse. But could not explain the clearance sticker on the spot wear the damage is. Their warehouse is attached to their scratch and dent clearance center, just a coincidence Right? I told them i havent been able to cook any meals for 3 days now waiting on them. They are dishonest with me so I want to return the range. They said they dont do returns only manufacturers replacement of the drawer which will take 6 months or longer! Why do they have a return policy on website if they don't do returns? Never ever do business with them again, terrible customer service once they get your money. Dishonest company. read more

The were okay. I got the appliance I wanted and I got it fast. It works really well. The downside I found out the Appliance I wanted I could have got a similar model cheaper somewhere else. But I was desparate and wanted it now/asap and they had really good service. The service was good. Would I go there again - maybe. read more

WORST CUSTOMER SERVICE EVER I am usually not the type to write posts about these things, but my recent experience with Trail Appliances pushed me to a breaking point. I scheduled a washer and dryer delivery installation on a Saturday. Delivery guys came and refused to do the installation because there was something bolted to a wall nearby. Gave me no chance to try and clear the area quickly, they just left and told me they could come back same day or Monday latest. Called back that day after the area was cleared (which took 5-10mins) and they told me the delivery people would call to let me know if they could come back. Never got a call back so I called again later that day, and the person told me I was scheduled for Tuesday (later than the original promise), though they couldn't even tell me if it would be morning or afternoon. For context, due to the nature of my work it's hard to block off an entire day to be at home (lots of time-sensitive stuff that needs to be done in-person on specific days and too specialized to get someone to cover for me). But I managed to clear the day on Tuesday and push some less time-sensitive things to other days. But on Monday, I got a call from Trail asking to confirm my delivery for Wednesday. I informed them that I was unavailable Wednesday and the rest of the week and had been promised Tuesday, and they made no effort to accommodate. I spoke to a supervisor, who arranged for a 3rd party service to come do the install. Had this worked out properly I would have dropped the whole thing, but on Tuesday the 3rd party service told me that they couldn't remove the old appliances, which Trail didn't tell me when this got set up. I called Trail to try to set up a time to remove the old appliances on Tuesday (literally just put them on a truck) and they were not able to accommodate. I looked at my schedule and suggested a few fairly large time windows on the other weekdays (e.g. 11:30-3 on Friday, 5 days later than the original promised date), but they still did not even try to be accommodate this. I then spoke to a supervisor, who had the audacity to tell me off for expressing my frustration rather than actually trying to rectify the situation. In conclusion, if you've ordered something from Trail appliances, I hope nothing goes wrong with your installation because they will do absolutely nothing to accommodate you if they screw up. read more

If I could give Trail 0/5, I would. I should have read all the reviews and listened to family members and colleagues who had a negative experience at Trail. The initial transaction was flawless. Although the salesperson, Chris provided minimal information on the appliances, we appreciate his non-pushy demeanour. Upon purchasing the items, we realized the fridge we purchased was too big for our space. As the appliances were not delivered, we were told an exchange would not be an issue. In fact, our salesperson, Chris even informed us that they would honour the original discount. However, our positive experience went downhill shortly after. First off, we did not receive the discount. It took us many emails and phone calls to finally reach a Trail employee, to only been informed that "we must be confused". I'm not sure if I should be laughing, but it's absolutely atrocious to tell a paying customer that they are confused. After countless back and forth, we finally received the discount that was originally promised to us. At no point, did our original salesperson contacted us although we included him in all our correspondence. Then there was an unexpected delivery issue. We received a phone call stating that our appliances would be delivered the following day, even though we have never scheduled a delivery. We decided not to go with Trail in the end to save ourselves the headache. Very unorganized. We received no updated invoice throughout the ordeal. It would be difficult down the road if the appliances break down. When we cancelled our order, our salesperson magically appeared, only to confused us with another customer and was seemingly shocked that we were not happy with the service. It has been two weeks and we have still not received our refund. We have repeatedly been told that it would take another few days, because of the backlog...and now another week. Such utter disappointment. I will not recommend this company to anyone. Please go with Costco and Lowe's. read more

They will take your money but then they don't care what happens after that. I waited a long time for delivery of a washer dryer and I did everything I needed to do on my end to ensure a smooth delivery (measurements, communication about the space etc) just to have the delivery drivers show up 10 minutes before the end of the window to refuse to do the delivery. One of them felt uncomfortable with it being too heavy for just two guys. They were also, rude, unfriendly and wouldn't take their shoes off in my house. The supervisor was apologetic and said he would get someone else to come that same night. Nobody ever showed up. Super disappointed! read more

My older washer had one part broken. It only cost $35, but I couldn't have it shipped from Toronto because of Covid (I was told it could take as long as 6 months). I couldn't wait for months without a washer, so, despite the triviality of the broken part, I had to buy a new washer+dryer (absurd, but that's Covid). Luckily the guys at Trail Appliances were able to have the new washer+dryer delivered to me in 3 days. they also matched the Costco price (it was pretty discounted). Plus I was able to get competent advice --- when you live in an apartment, your washer+dryer choices are very limited. So the Trail people helped me out of a crappy situations and I am grateful to them. Still throwing away an otherwise good washer AND the accompanying dryer because of a $35 part feels like an epitome of absurdity. read more

Trail appliances took four months to deliver a defictive refigerator that wouldn't dispense ice, water and had faulty lights. My mother called and emailed everyday only to be redirected to automated voices or be ignored. It could be understood that their current response times are lower than usual because of the virus, but it is inexcuable that the refigerator they sent to us in the first place was broken. Trail appliances has taught us the importance to research the backround of any company before we buy from them. It's a shame yelp doesn't allow for zero stars, as to represent Trail appliances' true worth read more

Terrible company and customer service. Not just one bad thing, but a multitude of bad service over and over again. Never will I buy from trail appliances again. Was first sold a fridge with what I was told and shown comes with shelf inserts. Got the fridge and then was told, only the floor model has the inserts and the fridge does not come with them anymore (hasn't for the past couple years). While I called about the inserts i also stated the fridge came with a butter shelf that would not insert in the fridge. They immediately stated they would send me a new one. I was happy atleast with that. 11 months and I never received the new shelf. I got the fridge delivered with a huge circular patch of scratches engraved into the plastic at the front inside of the fridge. The scratches were deep into the plastic to the point that the plastic was rough when i would run my hand over the scratched area. Reported this about 30 minutes after delivery. They offered me $100 when I paid $1700 plus warranty on the fridge. It took 3 months and endless hours of phone calls and complaints to finally have them agree to replace the fridge for a new one. Fast forward a few months and I've heard nothing. I send an email to head office and get a call saying it would be months for the fridge to come in. Fast forward 9 months and I hear nothing. I forward a complaint through BBB and trail appliances agreed to provide different fridge options. I agree to a different fridge just to get it replaced. One that was a cheaper model, but just wanted a new fridge. It is delivered within a week. I get the fridge and it has a deep scratch into the plastic at the inside of the fridge, how can this be? I don't even bother complaining as it is better than it was. The new fridge I get is worth $1499.98 and I paid $1575.00. Trail Appliances says I paid $1525.00 for my fridge, I sent them a picture of my receipt showing i paid $1575. They state their receipt shows $1525 and agree to reimburst the difference of just over $25, even though the difference is $75. I give up with this company. Lesson learned. I will not be buying from them ever again and will be openly sharing my experiences. I DO NOT RECOMMEND TRAIL APPLIANCES TO ANYONE!! read more

Bought a dishwasher - it was shit. Bought a gas stove - total garbage. Bought another dishwasher - how is it possible that each and every appliance that I bought was this incredibly terrible!? The dishwashers are glorified cupboards, they clean just as well! The stove's burners were akin to an easy bake oven in that neither really heats up very much. I was exceedingly clear about what I wanted with the sales reps and each time came home excited until it was installed. Each time I thought that maybe it was me and I just needed to adjust my expectations to the new appliance. I mean, after you buy it, pay for delivery and install it, the idea of returning the appliance is daunting. Replaced the most recent gas stove and dishwasher with units from a competitor and am very pleased with both of them which makes me think it may have more to do with them than me. I'll never go back. I highly recommend that others tread cautiously with the appliances that they sell or better yet, just go somewhere else! read more

Let me start this Covit19 story and say, the second delivery went smoothly within 10 minutes. No measurements, no uncertainty, just an experienced look and check and on they made it up in one go. Friendly delivery personnel. All the stars here are only for that 2nd team and no one else and Emily on the phone who was charming! BY THE WAY why can't one just buy straight on line at TA? So many procedures to put in an order. So just in case someone filmed me before that as it is fashion and yes I work occasionally in the movies as Art Director, Set Designer and more. Vancouver YVR, you need to know, yes I swore the "F word" out loud & clear in the #trailappliances Burnaby store today. This was following a first delivery chaos, when staff acted over zealous took us for brain dead and drove off with our paid goods. Not letting us talk to the phone to resolve any issues TA they went hiding behind the corner of our street. We then rushed very upset at the store to complain, a shop sales walks up to me, a very unhappy paying customer, calling me up on the fact I have said the F word when someone tells me "tone it down"! And yes I would again. Lazy, patronizing delivery people, probably checked our address in Google maps and wanted an easy fee back lane drop instead our thirty (yes30) this is Burnaby. So they called and suggested a back lane delivery instead of the front 30 steps up. Our garage is not set up for that. Our garage has no door fitting a cooking range and 12 steps down to our home. So they come to the front park meters away behind a tree and wait minutes before exciting. They they start measuring everything. Our stairs are standard like most are required by the building codes. They made us feel as they were going to us a favour to deliver the good the correct way and for them to do it we'd had to dance to their tune. Sign the paper or it's a no and we are leaving. Them insisting on us to sign a waiver in case some "Azalea green soft leaves border plant "may damage the range, (or they slip and drop it just to spike us with a 1000$ accident?)" Really? It took us 5 weeks awaiting to the cooking range! The same 30 steps UP were OK for a fridge freezer,Jacuzzi/spa bath for two, a three seat sofa set delivery, but not a small Frigidaire cooking range? Some leaves may damage the metal, ever heard of a moving blankets? Do you think we we stupid? NOW THE CHERRY, on the bad tasting cake! TA advertised "FREE touch free delivery" and their staff as all in their shop rock up and are with no face mask, then go measure around standing and walking less than 3ft away from us? We were wearing masks naturally ready as required? NEXT SURPRISE isn't it nice? The day before delivery a last minute phone offer by a male, other than our female sales "Emily. He offers a "$69 IN HOUSE delivery and $25 removal" and and suddenly all the free no touch covit19 rules and regulations are forgotten for near $100 for a FREE delivery. We have clearly told them on the phone that the delivery IS our kitchen. So 100$ for 3M no thank you. Someone may like our old range that now we have to have put behind the house going around the block. So yes we went to the store five minutes away and I stepped on my high horse and made a huge stink. As interior and architectural designer for +30 years I don't go around buying stuff I would not that can not be delivered. We then were lead around the nose and pulled into a money scheme ganging up on covit19. At the same time the manager took it on himself to tell us he has to make some calls to resolve the issue when the exact the same truck and staff was already standing 25meters away and the loading bay of the same building. (pic on record) If I had the energy I'd take them to court for false advertising or racketeering. #Burnaby #Vancouver #BC # Canada #poorservice #moneygrabbing #corporations #trailappliaces #covit19 #BSexcuses and YES i hope this review will be EPIC and the note below tells me while writing it loosing my time. But wanting to SHARE in these SHARING TIMES where one would have hoped for a more conciliatory approach to doing business. Leaving the store I told the manager "a partner/friend of mine works at installing all the kitchen in the three 67 storey high rises at Brentwood mall." It's a VERY small world this industry and we are all online! read more

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Buyer Beware!!! After sales service is non existent!I bought a brand new Whirlpool washer/dryer (June) which is non functioning now. While still under warranty I had a flood due to a cracked drain pipe from my new washer. It's been almost 6 weeks now without laundry. Trail keeps saying it's Whirlpools issue. I do not recommend Trail to anyone. Never Again! Still waiting for their reply. read more

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. read more

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Update: As of April 5, Trail has resolved my complaint and shipped me the correct, new parts for my fridge. Thanks to Trail's customer service team! Review: While in the process of completing a new-build my dream home in Vancouver, I needed to purchase various kitchen and home appliances. As a proud Canadian and given the tough economic times for many business, I was committed to making my purchases through a local, Canadian business. Because of this, and because of the company's claim to be a reputable "leading independent appliance retailer in Western Canada" - I chose to do business with Trail Appliances Ltd. In August 2020 I purchased ~$20,000 of appliances from the Product Expert in the Richmond store. This order has taken over 8 months to fulfill. Given the pandemic and the supply chain limitations affecting businesses I have tried to be understanding. However one of the products - a fridge handle - was provided to me in a clearly damaged and used condition. In December 2020 - a full 3 months after making the purchase - I was notified that the fridge handle had arrived, and so went to the Richmond store to pick it up. Note that at this time, the fridge itself had not arrived yet. The Sales Manager at first brought us the wrong product. Only upon my wife catching this error and calling him out on it, did he correct the issue and bring us the product with the correct model number. The Sales Manager then opened the box of the product in front of us, but did not bother to tear apart the plastic bubble wrap. Being trusting of the store's reputation of excellent service and integrity, we did not bother to inspect further and took the unopened product home. Because the fridge itself had not arrived, due to delays in shipping, we did not bother to open the product. (Think about this from a rational perspective - why would we, who have no use for the fridge handles WITHOUT the fridge as well - have the need to open the product until the fridge arrives as well?) Fast-forward to March 2021 - a full 8 months after making the purchase - and the fridge finally arrived. We opened the box with the fridge handles, and to our dismay found the product clearly damaged and used. When we contacted the Product Expert and the Sales Manager, they both claimed there was nothing that could be done. Through the entirety of this exhausting 8-month process, we have felt nothing but frustration, and having been diverted to dead-ends in the company's archaic customer service process. On multiple occasions, these individuals representing the Richmond store refused to take accountability for issues with my order. They would alternately ask me to raise the issue myself with the wholesaler (Whirlpool), who in turn informed me that it is in-fact the responsibility of the retail store. They also claimed that they logged a ticket with Whirlpool customer service - which upon a phone call to Whirlpool customer service, determined was false. A cursory check across multiple sources will corroborate my claim that this company does not take customer issues seriously. On Better Business Bureau, Trail Appliances has a 1 (/5) star rating. On Yelp, the last 7 out of 10 customer reviews for Trail Appliances has been a 1 (/5) star rating. On Reseller Ratings, Trail Appliances has a 1 (/5) star rating. As a business that has been in Canada for 47 years and who claims on their website to be "committed to providing unparalleled customer service", I am truly disappointed in how Trail Appliances has done business, and has treated its customers. I urge this company to take accountability, and to address genuine issues raised by clients. read more

Trail Appliances - Vancouver - Clearly damaged and used fridge handles - Appliances Near Me - Vancouver, British Columbia

they are selling known lemons.. https://www.classaction.org/blog/is-your-lg-quadwash-dishwashers-control-panel-blinking-a-class-action-lawsuit-says-youre-not-alone LG Quad dishwasher Tell me it was the greatest machine ever and that they're absolutely wonderful, now I have a broken only about 30 day a year old appliance in my home I have three units worth of appliances I need to upgrade and I am not impressed read more

Last Sunday Aug 27/23 I had no choice but to go to the Rupert St location to order a new over the range microwave as they were the only store that I could ordered one and pick up the next day. This was the 2nd time I made a purchase from them and it's so much worse than last time (Dec 2009). The salesman was not willing to help. He told me to scan the QR code to get info. But not everyone has fast data. I brought the old install and user guides to show him but he was not interested. Just told me to get the same Panasonic brand and the install would be the same. He's such a big fat liar! When I was comparing the 3 models(all overpriced comparing to other machines at Home Depot-unfortunately req'd 3 weeks delivery), the salesman walked away. I stood there with no one around to help me. I just made my own decision and walked to him to place the order. When he was processing my payment, his friend/customer stood behind me to say hi to him. He rushed to get me done and get to his friend. Never mention anything about warranty or anything else. He never told me his name. I had to call back to find out he is Jen Yung. When I opened the box and the install is completely different-see attached photo(old one, on right of photo, has 2 hanging brackets on top to hold the machine, new one, on left, just 1 piece at bottom for machine to sit on). The positions of the electric cord are totally different. I ended up drilling a new hold! Jen has no knowledge about microwave. That's why I call him a big fat liar! He should come to help me to get sales commission from my purchase! Will never go back to Trail. Been telling my friends about this terrible experience. On Google reviews, they replied other 1-star reviews. Yet nothing about my complaint. So I may as well post it again here. read more

awful customer service. no communication was given when our appliances were constantly delayed. I was forever having to chase them down for updates. When we placed our initial order, the hoodfan was in stock, but when it came time to deliver it was suddenly out of stock - and sold to someone else. Im not sure why trail cannot seem to get appliances in but I was able to find our exact appliances through other sources and trail did not seem to blink an eye when we asked for a refund And lost our sale. We will never purchase through them again and will never recommend them to any one. read more

We spent almost $7000 dollars with them in late November 2022, they installed one of the brand new appliance and find out that it was not working properly, they said it would be fixed within a week and there was not need to get a brand new one, after 3 weeks of waiting for them to come in and fix it we asked for a new appliance, they said " it's too late now we can not replace it now, we can fix it only". Here we are January 9th waiting a properly functioning appliance. read more

So disappointed with my experience. Trail has no regard for customer service or retention. After spending over $15,000 on appliances, I waited over four months for the last appliance (oven unit) for our new kitchen reno. Trying to get any idea of when it would be available and delivered was an exercise in futility. I understand, It's COVID, but after so many months my patience was wearing thin so I called around to other retailers. I found the same unit elsewhere, and called Trail to see if I could get a refund. My salesperson said no problem, it was Trail's issue that they could not supply the product within a reasonable time. Two weeks later still no refund, and when I did finally receive, they deducted the multi-product rebate I was initially given. All in all I am out hundreds of dollars as a result (also I refuse to believe it was the manufacturer's delay since I easily found the unit elsewhere). I had heard they prioritize builders over individual customers when allocating stock, so I really shouldn't be surprised but I was. Extremely poor customer service. I've only bought appliances at Trail for 30 years, but never again. read more

Update as of March 18: After posting the original review, Trail got in touch to sort things out. Darren W. was helpful but really, hats off to Jocelyn for getting this all sorted. She arranged for delivery early the following week, plus the pick up, removal and install. She bent over backwards to make things right. All appliances are in and we are loving them. Despite the frustrating experience with the delay/lack of communication, we would shop at Trail again. Side note: their installer (Coal Harbour Mechanical) is incredible. Prompt, efficient, super knowledgeable. Wouldn't hesitate to use that company for any plumbing/gas needs. read more

The worst customer support ever. They sold me broken dishwasher, after installation there is no way to return it, only resolve it with manufacturer. Only headache, no good experience with this company. Never ever I will be there customer again! read more