Reviews
This profile includes reviews for Trail Appliances Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 30 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromLise E
Date: 28/10/2023
1 starLise E
Date: 28/10/2023
Do not waste your money or time purchasing appliances from Trail Appliances. When you purchase appliances its like going to a casino. We bought our entire package of appliances for our home. Two items arrived broken from out of the box. They refuse to take them back. Trail will give you the run around with repair companies who have contracts with them. The repair companies order parts and send service technicians who read from their manuals and conducts manufacture test. Which are bogus because when I run the appliance it doesnt work. Tech will write in the report that its repaired. So when you call back they will send another technician. Lol ?? So its a vicious cycle. ******************** If you buy a home with a builder do your research with their supplier. By the way they offer a free 1Yr warranty which is like a jail sentence with their repair companies. Actually they do not even deserve 1 star they are ******. I feel terrible for the service people on the front lines having to deal with unhappy customers. Im always polite and respectful.
Trail Appliances Ltd.
Date: 31/10/2023
We are sorry to hear that attempts to repair your appliances have been unsuccessful to date. Manufacturer's warranties are for repair, not replacement; if an appliance is deemed unrepairable, we will absolutely advocate on your behalf for a possible exchange. Our understanding is that an authorized repair technician has an appointment with you on October 31. Once we have received their diagnosis we can decide a course of action to resolve the matter for you as soon as possible. We certainly understand your frustration and appreciate your patience.Review fromDiana S
Date: 31/08/2023
1 starToo bad there isnt an option for 0 stars! Worst service ever. Delivery drivers failed to install dryer on second attempt. Deliver/installation drivers also appeared to be ********* ***** *** ********* ** ***** *** *******. Sales rep at Trail simply refers to their resolution team who fail to call back.Review fromHans S
Date: 28/08/2023
1 starHans S
Date: 28/08/2023
My ** **** *** sister-in-law purchased a ********* refrigerator last January 22.This June the freezer quit freezing.Instead of giving us the name of the local approved repairman I was referred to ********* in Ontario which is a nightmare.The service outfit that handles whirlpool repairs took 10 weeks to service it.something about wrong compressors.The refrigerator is still not working, the repair outfit says it is not fixable.they say it is not the compressor so it is not under warranty,**** * ***** ** **.Anyone who calls themselves a factory appliance repairman should be able to repair a basic refrigerator.Trail Appliances and ********* are offering a discount on a new refrigerator.After already having payed $250 for 2 service charges to have to pay another amount for a new fridge is an insult.So next time you buy anything from Trail think twice **** ******* ***********************Trail Appliances Ltd.
Date: 29/08/2023
Hello, ******************. We're sorry to hear about your sister-in-law's experience. If you can please provide the original sales invoice number, your sister-in-law's name and address, and/or her Trail Appliances customer number (usually the phone number), we can investigate the situation further to see how we may be able to assist.Review fromStuart R
Date: 20/06/2023
5 starsStuart R
Date: 20/06/2023
******** was great as he pointed out plumbing problems before installing which saved us a lot of trouble laterTrail Appliances Ltd.
Date: 22/06/2023
Thanks for the positive feedback, it's truly and greatly appreciated. We're so happy to here that ******** gave you such a positive experience! We'll be sure to pass this along to him. Thanks again!Review fromMelanie L
Date: 09/04/2023
1 starMelanie L
Date: 09/04/2023
Terrible service. I lost money dealing with them. The dishwasher that I bought from them had a leak in the drainage tube. The installer found it after doing a final check run of the dishwasher when it leaked all over the floor. He had to clean up the mess, remove the dishwasher, go get another one and install it. This turned a couple of hours job into a whole day and I had to pay for the whole day of labour even though it was due to a manufacturer's defect. I told the company about it and they forwarded it to the resolutions team. I have not heard back from them despite following up several times.Trail Appliances Ltd.
Date: 10/04/2023
Hello, *******. Although we're happy to see that the defective dishwasher replacement was taken care of, we're sorry to hear that your concerns regarding the costs have not been completely resolved. We'll reach out to you today see what we can do to resolve this with you.Review fromR. D.
Date: 17/01/2023
1 starR. D.
Date: 17/01/2023
Horrible service. We purchased expensive ***** appliances from here and before purchase, they provide excellent customer service but as soon as it’s all over, they are horrible to deal with. First of all their brand new ***** freezer doesn’t work from day one, it’s been a month and still not fixed. I’m going round and round with contacts to speed up their process as I don’t have a freezer in my brand new home.
Then their range we bought for our tenants don’t work and I’ve communicated multiple times to return it as I had to purchase another one from else where coz they couldn’t provide me same day service. It’s been 2 weeks and it’s still unattended.
If I can give them zero stars, I would do so.Trail Appliances Ltd.
Date: 18/01/2023
Hello, ******. I'm sorry to hear you are still having issues with your ***** freezer. I can see that we did book service on your behalf with the authorized ***** servicer, Priority Appliance. We will follow up with them on the status of the repair and let you know the status asap. As for the tenant's range, we don't see any correspondence about that. When we contact you about the freezer we will get the details and investigate immediately.R. D.
Date: 19/01/2023
Thank you for getting back. In regards to ***** freezer, two technicians has come yet not fixed. The technician that came 2-3 weeks ago said he will ask the office to get back to me if they will change part or replace but no one called and I had to make multiple calls to find out. Still nothing was done yet sent another technician today. The tech from today said the freezer’s gas is either leaking or the compressor not working and it’s Trail Appliance who needs to decide if it needs to be replaced or the part needs to be changed. I expect the problem to be solved and the freezer working. I don’t just want technicians come and nothing is done afterwards. Please speed up the process.
In regards to the range, I have been in contact with Am S**** who is the account manager at Trail Appliances and if I communicate with my direct contact who deals with single family construction customers directly, I expect that being communicated within the team for actions. I had to lodge complaints as nothing was done so far. Now you know, so I hope this can be looked after. I want to return the range. It’s brand new, I don’t know what’s wrong with it but we don’t need it anymore as I’ve already replaced it. Please have to picked up and reimburse me for it.R. D.
Date: 20/01/2023
Thank you for getting back. In regards to Decor freezer, two technicians has come yet not fixed. The technician that came 2-3 weeks ago said he will ask the office to get back to me if they will change part or replace but no one called and I had to make multiple calls to find out. Still nothing was done yet sent another technician today. The tech from today said the freezer’s gas is either leaking or the compressor not working and it’s Trail Appliance who needs to decide if it needs to be replaced or the part needs to be changed. I expect the problem to be solved and the freezer working. I don’t just want technicians come and nothing is done afterwards. Please speed up the process.
In regards to the range, I have been in contact with Am Sajan who is the account manager at Trail Appliances and if I communicate with my direct contact who deals with single family construction customers directly, I expect that being communicated within the team for actions. I had to lodge complaints as nothing was done so far. Now you know, so I hope this can be looked after. I want to return the range. It’s brand new, I don’t know what’s wrong with it but we don’t need it anymore as I’ve already replaced it. Please have to picked up and reimburse me for it.Review fromMohinder D.
Date: 17/12/2022
1 starHorrible customer service. Took full amount of money a year ago and no delivery on appliances. Should know if appliances are on long back order then should not be offering these appliances to customers. Why sell something that’s not going to come?
Should be offering full money back guarantee.
This company in over their heads!
The one appliance that came doesn’t work so when we asked for full exchange they’re being difficult with us.
THE WORST CUSTOMER SERVICE!Review fromCHIEN H
Date: 16/12/2022
1 starI purchased a new washer and dryer on Nov.26 for 2641.05 including the installation the delivery person came on Nov.30. the installer showed me the machine was working ie turn on and running and showed me an **** with a signature box that said here is the proof of delivery sign here and sign another one here. I was busy at the time so I sent the installer away trusting the trail appliance brand and their installer but I was wrong right after I closed the door and turn around I saw a big mark on the floor and there are dirty marks everywhere. I tried wiping it off but it's not coming off of the floor mark so I called customer service within 5 mins and informed them the installer damaged my floor. customer service informed me to send photos to their email. I sent it right away. when I got off work at night I start looking at the damage in detail there were not 1 but 5 deep scratches on my floor also the installer did not install the washer properly the waterline was tangled and the worst part was the vent was crushed and not installed properly. I sent an email again with all the findings I found. The next day Customer Care Zack B. called and told me because I signed this "HOME INSPECTION PAPER" most likely they are not going to pay for the floor damage, but he will send someone to fix the installation. the new installer team came saw the washer and dryer unit said it was not installed properly and found 2 more damages on the washer. they looked at the floor mark and agreed the previous installer did it. this team reviewed the home damage paper with me and fixed the installation. I inform Zack B and ask for any managers to come to look at it. it's clearly a drag mark from the door to the washing machine location long story short they got back to me and said "the checklist is signed." thus damaged claim is declined. t*** ** **** * ****. if the installer LIED to the customer and did not review the paper at all. how am I supposed to knowReview fromA D
Date: 27/09/2022
1 starI purchased a washer/dryer from Trail and the installation caused water damage as the hose was no placed into the drainage hole due to black marks being made by the installers and they covered that marks by move the washer away from the hose. Dave M****** suggestion was for me to "take a razor blade and scrape the marks off." I mentioned this to the restoration company when they were unable to remove them
I submitted a claim to my insurance company and they came the next day. Please find attached receipt and diagnosis from the plumber stating “put drain hose from washing machine in more into drain line in wall.”
As seen in the photos the stone tiles have multiple permanent black marks. Photo #2, #3A, #3B and #4. It appears the floor was marked up during installation and the washer/dryer were moved to the left of the area in order to cover the marks. The installers gave me some time to clean and mop the floor before moving the new set into the area and there were no marks on the tiles. The hose was stretched and was not far enough into the wall and this caused the drain to overflow. The plastic clamp placed by your installers on one of the intake hoses prevented the drainage hose from being able to placed further into the drain. As the picture shows the hose has a lot of slack after the installation. Photo #5. The plumber has accessed and confirmed that leak and water damage overflowing causing damage to my condo was a direct result of the poor installation.
This unfortunate and bad experience after purchasing the appliances from your store and installed by your in-house installers has resulted in a claim cost of about $40,000 as well as a lot of stress and inconvenience. I have had to be absent from work on several occasions to date and many more days off that I will have to take to deal with this claim that this purchase from your store has resulted. I have been in the condo with the floor being ripped up and had to stay in another accommodation for a month.Review fromEmanuel B
Date: 25/07/2022
1 starEmanuel B
Date: 25/07/2022
I've been doing business with Trail for about 2 years now , and have probably bought over $200k worth of inventory from them.
When we started Trail was great. They provided good customer service and good products, and when the products were not working or damaged, they used to take responsibility and exchange it for me. There are a few very good and good working people at Trail that it has been a pleasure to work with.
That being said, ever since the new management started , it has been very difficult to work with Trail. There were times I would get 5-10 non-working or damaged products a week, receive products with missing items (dishwasher w/o drain hose or cutlery basked)and even after giving me bad products I was denied exchange many times. A few times the manager wanted to charge me restocking fee for wanting to return a used product like a dishwasher , w/o the cutely basket and drain hose, although the one I bought was supposed new (open box) , in mint condition.
Every single time something like this would happen I would need to fight and argue with the manger to either get the product I want or a proper replacement. Despite my emails and complaints to the manager and his higher ups nothing has been done in the matter. In fact they always pull the "did you inspect the product prior to taking it" trick. It's a policy he made to avoid any responsibility. The issue with that is
A. they wrap the products very well when we come to pick it up
B. You can't tell if the products is defective from just looking at it.
C. I may not be able to tell if the product is used just from looking at it.
D. It's the store's responsibility to make sure the product is in good working order and in the cosmetic condition as stated- I don't have these issues or requirements with any other store I work with.
I have had over 30 damaged/non working /parts missing products from Trail at the Delta location.Trail Appliances Ltd.
Date: 27/07/2022
Hello, Mr. ******. We're sorry to hear that you're not happy with the condition of some products you've received from us. While I'm sure you're aware, for clarity it's important to understand that our Delta (Annacis Island) location is our clearance outlet center, which sells mainly "scratch and dent" and slightly used products at a discount from full retail price. It's also important to understand that any missing parts or damage beyond what's noted at time of sale be reported within 72 hours of delivery. That said, we have passed along your comments to our sales leadership team and have asked them to contact you to discuss your concerns in greater detail to see if we can resolve them with you. We do appreciate your business, and your feedback.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.