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.
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- Company Response
Hello and thank you for reaching out. We are so sorry to hear about the issues with your laundry install and understand how frustrating that must be. We've received your comments on our other channels as well. We've reached out to our Customer Service team and understand they have been in touch with you with a resolution. Feel free to continue your dialogue with them with anything further regarding your case. Thank you.