Trail Appliances

My rating for this company is MINUS 5 out of plus 5! They do not deserve even zero.
PLEASE READ THIS, IT MAY SAVE YOUR TIME, MONEY AND FRUSTRATION.
In November 2019 I bought the stove at Trail Appliances store in Langley. Everybody there was nice and helpful. Six months later, on June 5th 2020, the stove stopped working.
It took me a week to get someone to tell me when the technician will come to fix it. First they couldn’t find my file, because the phone number didn’t match even though I gave them my full name and my address and my account number. They told me that with no correct phone number they will not be able to help me. It took me two days to find the other agent who actually found my file with no phone number. She said she will put my request on the file and she will email it to the technician. She said he will call me to make an appointment within 48 hrs. Nobody called. Five days later I called them. They said they have no idea why nobody calls us. My husband went to the store. He told them the stove is under manufacture warranty and it should be their priority to fix it as soon as possible. They did not care. They said that they only sell the products and somebody else is responsible for the repair.
Today is June 15th, my stove is not fixed and they told me that somebody will come to check it on June 24th.There is a possibility that they have to order the new part which will take around 2 more weeks. That means if we are lucky our stove will be fixed sometime in the middle of July 2020.
Would you like to buy any appliance from that store? Are you willing to wait 1.5 month to fix your appliance if it stopped working?
I will never ever buy anything from that store. They have a very bad rating. I wish I checked the reviews before I went there. I would rather go to Home Depot. They have much better service. They come within 2-3 days.

Richard was attentive, helpful and very knowledgeable. He promptly dealt with our sale as there were potentially two buyers for the dishwasher. We were very happy with our purchase. He was kind, pleasant and efficient.

In the last 11 years we have needed all new appliances for 4 homes . . We bought all of our appliances from Trail & have always been satisfied with the friendly (but not gushy) salespeople there. This time we met Richard . He was a nice well mannered very quiet man, but then he took off and His product knowledge, down to the smallest detail of all the comparable appliances that I was looking at was remarkable. We never felt pushed, but he listened to what I was saying and in the end explained and showed me exactly what I was looking for. This man is a professional, takes his job seriously, definitely knows his product and is very good at his job. We liked Richard. We would not only recommend Trail Appliances....but would recommend you ask for Richard .
N & R Bernier
( I'm not his Mother)

Horrible customer service! Bought a washer and dryer from them and ended up just getting a refund because they kept rescheduling the delivery date even though it was already a week later than their listed delivery date and three weeks after it was bought. And we received no apology or attempt to remedy the situation. Will never purchase anything from them.

My experience at Trail Appliance has been terrible. I purchased $20,000 worth of appliances from 6750 King George Blvd, Surrey, BC location which included a wall oven (item code E30MC75PPS) that I paid $4,320 for and it came dead on arrival. It has been almost a month and I have not even been able to use it. I called Trail Appliances right away and they told me they would send technicians. The technician said that something is wrong with the motor and they need to replace the motor. This made no sense to me since the wall oven has never been used before so how could the motor already need replacing. The wall oven should not have any issues before I even use it. I expect a brand new wall oven and not a wall oven that before being used already needs its motor to be replaced. I will not accept this wall oven nor one with a replaced motor, I expect a brand new one and until it is replaced I will recommend no one ever shop at Trail Appliances. I am completely unsatisfied with the service as no representative from Trail Appliance is giving me any answers nor replying back to me.

Perry Signature Homes Inc. Has been purchasing appliances from Trail for many years. Their service and commitment to quality has always been appreciated. We would highly recommend them and their sales team.

Prices are competitive. Product knowledge sets these guys apart. I will be back. Was impressed how they inspected items before loading in the back. so far so good and no breakdowns. Very patient sales person worked with us on a couple of visits to get it correct.

I am a local house builder. I will never buy appliances from trail again. Their warranty service is horrible. My hood fan had issues within one year of moving in and they still made me to pay for service call and it took more them 4 weeks plus to get repairs done. I still have same problems with my hood fan and now they have referred me to third party service center and advised me that it's not part of warranty anymore.

We renovated our kitchen and decided to upgrade all the appliances. The fridge arrived with screws for only one of the handles. They ordered another set of screws and are sending another driver to install the handle. The microwave oven we bought was 2 inches deeper than the shelf so I thought I we could exchange it for a smaller one. When I got to the store, the store manager told me we would be charged a 30% restocking fee of $86 after I spend over $7000. I decided to just return the oven instead of exchanging for another one since the same fee applies in both cases. The microwave was in perfect condition and with new tape over the box, nobody would even know that it has been opened.

My advice would be to compare with the other stores to see if they also have this re-stocking fee and decide if it`s worth it for you to buy from them. I returned stuff to Rona, Lowes, Home Depot, Walmart, Costco, Canadian Tire with no issues even after I opened the box.

So the Store called us back and offered us a store credit for the charge. We used it to buy a much smaller microwave which I know will fit. I changed the rating bumped up the rating a little bit.