Trail Appliances Reviews 52

Trail appliance falls short in every way after you purchase their appliances . I moved into a brand new construction with their appliance package and have never used them before , the first time I tried to use my dishwasher it did not work and the manual said the signal I was getting required a service call. They told me I had to wait a week because they only have two technicians and one was on holidays , then this morning they were scheduled to come I received a call at 8:15 AM saying the technician called in sick and I had to wait until Friday because they were completely booked and nothing they could do . Very upsetting to say the least . This was a brand new kitchen aid dishwasher that has never been used . DO NOT PURCHASE APPLIANCES FROM THIS COMPANY . There response to me was nothing they could do . Nobody cares anymore and it’s very apparent that once they have your money . Your on your own.

I would recommend going somewhere else for the appliance. I never get a response from the sales person. I have to constantly follow up with emails and phone calls. I would never purchase from them again. They have given me so much anxiety about my appliance package. The lack of professionalism is unbelievable and unexpected for such a large company. I am paying premium pricing for my appliances but I am treated like I don't exist as a client. I wish I took my business elsewhere. They don't deserve my money.

We had the most horrendous experience purchasing appliances from Trail in Langford. After doing research into what we wanted, my wife and I settled on a specific refrigerator and range oven.

We researched Best Buy and Coast Appliances, and settled on Trail Appliances because Tracy and a salesperson told me that customer service and knowledge was what Trail had above the big box stores but our main reason was that Trail could deliver the fridge we wanted on April 15th, several days better than what could be done with Best Buy, and we needed a fridge as soon as possible.

On the 13th, we confirmed, and all was set for the 15th. We were then informed that the fridge could not be delivered as scheduled due to a stock transfer delay and was rescheduled for the 24th. This was highly distressing, as now we are left with no fridge, which was essential for us and our three children. We were left scrambling to purchase a mini-fridge while we waited and were forced to eat out several days in a row, costing us several hundred dollars.

One positive was that on the same day (13th) we were instructed that while the fridge could not be delivered, the range would be, so at least we could get that.

I arranged with my employer to take the day off work on the 15th, and on the day I received the text message confirmation that the delivery was on the way as well as a call before their arrival. They pulled up and confirmed they were delivering a range, they rolled out a mat, and lowered and opened the back of the truck to get the range. After a few minutes, they informed me that they did not have the range on the truck and it was actually out of stock. They then left. I had lost a full day of pay and didn't even receive the range. We were not happy at all.

To further complicate matters, we drove over 20 minutes to pick up a mini-fridge, which ended up being faulty and froze everything inside, even on the lowest setting. We had to then return it the next day and purchase a different one, which ended up being more expensive, plus the gas and time.

We would have had both appliances delivered sooner if we had just gone with someone else.

Correspondence with Tracey felt cold and uncaring. It was at this time that I began to let her know about how much the error in their scheduling had affected us financially and I requested a small amount of compensation ($300) for all of the costs and stress it caused our family. An amount far less than what everything actually cost.

My request was rejected until I called and voiced my frustration, and explained in more detail that the delivery drivers had physically showed up and I had taken time off work for nothing. Which although I had explained in an email, was apparently not clear enough. The matter was escalated to the manager and I was told that he would contact us as soon as possible. We never did get a call or email from the manager.

I then received an email from Tracy informing me that they would only offer $100. I requested to speak to the manager to understand the justification for this amount, which did not satisfy the grief and stress caused to us, by no fault of our own.

Communications from Trail remained cold, dismissive, and matter-of-fact. There was no attempt to speak directly to us or propose a meaningful compromise with a sincere apology, but rather throw a small amount of funds at the 'problem' to make it go away. We found this very insulting, and we were shocked at the lack of customer service.

I took another day off work for the final delivery of the appliances. Turns out the warehouse team neglected to swap over the door handle on the fridge, which was highlighted as a line item in the purchase order. None of the delivery personnel knew how to do the work. Luckily, the supervisor followed our delivery to ensure all went well and he was able to unpack the fridge and perform the work on-site. Unfortunately we discovered afterwords that the little rivets that would fill in the screw holes in the top of the fridge, after switching the handle, were not installed, leaving open screw holes on the top of the fridge.

I told Tracey at Trail about it and she acknowledged it, but there was nothing more. No offer to have someone by to fix it. Nothing.
I expressed that we were not trying to be difficult, and I'm never one to raise concerns or bring issues to light regarding transactions, but there were too many elements to ignore.

We requested again to have a manager or someone else contact us to justify the amount and to talk about the experiences we had, but never heard back. We even CC’d Trail’s customer support and their online CC marketing, none of which replied to us.

I will never purchase from Trail Appliances again and would tell everyone else looking for appliances to not choose them. Just a terrible experience all around.

I bought an Asko washer and dryer.
A Scandinavian brand that is considered to be ‘high end’ and expensive. It was all for naught as the washing machine needed Parts which are impossible to get! (I’ve waited for over a year!)
However, Trail Appliances management and sales persons have been as helpful as they can with this extremely frustrating problem.
Trail Appliances though should not be selling a product that, as expensive as it was, is manufactured by a company (Asko) that has absolutely NO interest in supplying parts in a timely manner for aftermarket problems.

I had an invoice and an email in hand from the Victoria store. I followed all instructions. Called before I arrived, and the person at the front desk said that they could take my money, but not the product. I checked the day before and met with a sales rep. They had the product in stock and we agreed I would pick it up and it would not be delivered. I live 35 min away, meaning I wasted more than 2 hours only to be treated like crap. I cancelled the sale and went home empty. I had a bad experience. There is no value proposition in buying from this store. Highest price in town, agreements don't matter, and the focus was certainly not on me as a customer. Looking to buy from a local competitor.

Excellent service for the sale and installation of my new washer and dryer. On time professional service made sure I was satisfied with the job. If you want great customer service ask for Eric Reiter

Delivery was a gong show.

I requested a fridge order for almost 1 month. I provided the previous model number, and the product specialist recommended the wrong fridge with wrong dimensions. It took 2 weeks to delivery the first fridge. Now, I'm dealing with replacement their wrongly recommended fridge and the new replacement is still not placed and delivered. I followed up everyday, and it has been 1 month.

horrible experience, computer system not working. took half hour at least to place an order. almost walked out with the constant delays. placed the order but not confident the washer will ever arrive. fingers crossed

I find it very disappointing how little sales and services work to improve customer satisfaction. It feels as if the purchase is made and invoice given and then no communication after to let me know it is in for pickup. So I came two days late and find I have to wait another week because something being done with computers. My appliance is there but I cannot get it because of computer and salesman didn't warn me about this issue in advance. Very irritating

We have bought 4 appliances so far at the Victoria Store and will be purchasing one more in the near future. Our sales representative is Jen Jones. We found her very friendly (easy to talk to; not pushy) and very professional (knows her appliances and answered all our questions).

I purchased a cooking range in December 2020. I removed the blue clinging tape that comes on the unit and noticed a dent in the top of the control panel. I contacted Trail Appliances and they would not exchange the unit because I used it already. They offered me a 2-year warranty instead, which is another rip off. Today, the oven malfunctioned and burned everything (the broiler stays on during the bake cycle). I was told the control board needs to be replaced and the cost is $495 (inclusive). Long story short, Trail Appliances should have replaced the unit. Trail Appliances sells faulty items and expects it to be replaced every 6 years?! I would NOT recommend Trail Appliances to anyone!

I reached out to the email provided below. I anticipate an “offer” of a coupon discount on my next purchase, which will never happen through Trail Appliances again. I have already ordered a new range from one of Trail Appliances’ competitors.

UPDATE! I received a response indicating that the amount of time that has passed makes it not worthy of anything. The lifespan of their products appears to be 6 years.

Purchased a bosch washer & dryer. Delivery team Aakash Kumar & Ankush Avjala were excellent. They went above with the instalation. It was a very pleasant experience. That team is a keeper. Do like the online tracking.

I purchased a Thermador 30" Fridge and 30" freezer side by side combination for my new home, The fridge freezes food near the cold air inlet set at 37 degrees Fahrenheit . The freezer failed at 10 years of use, with no part available to repair it. Trail Appliances head management refused to refund the purchased price for these very expensive supposedly high quality appliances. They offered a 10% reduction of cost to purchase new, this is ridiculous when I have older refrigeration that are is operating perfect at 40 years of age.

Salesman Trevor Coulombe at Trail in Red Deer helped us pick out a dishwaher to replace a 10 year old leaking machine. The installer was excellent, very efficient & a good representative for Trail. Thanks to all.

I recently purchased a new show home in Calgary from Cardel Homes that was equipped with appliances from Trail Appliances. I have had problems with two appliances - a Whirlpool Microwave and a Riva wall mount chimney hood fan. Be aware that Trail Appliances does NOT service what they sell, rather they refer you to their suppliers . In this case Whirlpool referred me to a local appliance repair shop who declared the microwave unrepairable. I have yet to hear from Whirlpool about a replacement, and Trail Appliances refuses to help.
On the hood fan, Trail referred me to the distributor who has failed twice to get a local repair company to look at the unit. Again, Trail refuses to get involved. Trail Appliances certainly DOES NOT stand behind what they sell... they bounce you back to their suppliers who care less about customer service. Shame on you Trail and Whirlpool and Riva. I expect better - a one stop warranty repair should be your business model but isnt. When the time comes, I will be shopping anywhere BUT Trail appliances and these manufacturers.

I walked into Trail on Annacis Island and was greeted by Siti Delai. I had never shopped for appliances before so was leaning on Siti's expertise. He mentioned he had worked at Trail for the past 20 years so I figured he knew a thing or two. All I can say is that his patience with me was bar none. I asked alot of questions and it didn't even phase him. He was happy to answer any and all questions. I ordered all 4 appliances from him and will now wait for delivery which is not until beginning of February. He is a fabulous salesperson!!!

The Napoleon Rogue 425 grill is excellent, and the final financial resolution (price match and delivery refund) showed good commitment from Trail Appliances.

However, the purchase process was unnecessarily stressful. Delivery logistics were chaotic, marked by system errors and poor communication that caused significant friction.

Good product and good final financial resolution, but the administrative scheduling requires improvement.
I also had difficulty obtaining accurate product measurements from the manufacturer.

What did you like or dislike? I liked that we could order the apartment-size stove, rare is 28". Excellent After-Sale response from Ontario manufacturer, "Marathon," when coil burners apparent flaw, last coil is not secured but design is that it COULD be (a pot would sit crooked as last coil was lose and above rest). Manufacturer sent us 2 new ones! HOWEVER, 2 flaws with simplest most desirable product design--when oven is on oven light stays on, burned out in less than a month! IMPROVE: with a stove panel switch. PUT A SWITCH FOR INNER OVEN LIGHT. Also, I miss the appliance socket on the console. INCLUDE A PLUG-IN on the horizontal back panel of the stove. Unnecessary DETAILS. Marathon manufacturers. Our previous GE glasstop stove, planned obsolescence, a mess that can't be cleaned-up like new. PLUS, after about 8-years, burners were haunted--turn it off and it goes to high for minutes, eventually off, frightening to discover and witness. I wonder if getting an appliance repair to study and rewire the glasstop elements would be more cost effective. We didn't like to risk good-money-after-bad.
Why is this company doing well or something to improve? Trail's online ordering was good. They phoned to offer something locally available weeks earlier, but our requirements were unusual: a Back panel with clock, timer, and oven dials (zero others models have this anymore); 28" (only 1 or 2 options); white; coil burners; local representation; Canadian made. Manufacturers would benefit with customer satisfaction survey.

Excellent customer service!

In late November 2025 I went out looking for a small stackable washer and dryer. I first went to Best Buy because they were closest to me. I found a set I liked a lot with a good price, and was prepared to purchase them on the spot. However, I ended up walking away due to their atrocious customer service.

I ended up going to two other places. The second place had good customer service and prices I liked. Yet, with the negative experience at Best Buy I decided to check out Trail Appliances too. Wow, talk about excellent customer service! I definitely recommend their business.

I ended up purchasing an LG all in one tower washer/dryer combo. I got a great Black Friday deal.

Preet, my salesperson, was very patient, professional, and went out his way to answer all my questions. I highly recommend him. The unit is on it's way. So, I can't review their after purchase service yet. But, with what I've experienced so far, I expect it will be good too.