Trail Appliances

Getting an appointment with the sales woman who handles our builders’ account, Sherri, wasn’t difficult, but it was all downhill from there. We walked by at least five sales people without ever being greeted to reception to find Sherri. She walked us over to the refrigerators and just stood there as we tried to pick what we wanted. She didn’t give any input or information as far as features, reliability, etc. Repeat for dishwasher, stove, laundry, water softener and hood fan. We wanted a Bosch dishwasher with a certain feature so she went and looked up a model number and added it to our order without ever showing us what it looked like or giving us a price. She pushed us towards a certain brand of washer and dryer because Trail can service it. We chose a set from that brand at the time, but ended up changing to a different brand after we learned about the difference in steam functions elsewhere. So after very easily earning her commission, what does she do? She tells us she’s going home because she should have been off 10 minutes ago and has someone else enter everything into an invoice.
Price matching — holy, that is another beast in and of itself. My husband and I went in to get our appliances price matched to Black Friday prices and we were helped by a manager, Taylor. We forgot to add a garburator to the original order so Taylor said he would add that and get all the price matches taken care of, however they were so busy they would have to enter it into the computer later and email us a copy of the new invoice. Great, except we never got that email because he didn’t take down our email address. Luckily we had his business card, so we emailed him. No response. I called Trail a few days later to follow up and they said they would phone me with an update. No return call. Finally I had to go in in person to ask about it. It was all done they claimed, so they printed out the new invoice for me… and they missed the garburator!
This company has the business of about 75% of the builders in Edmonton and as such, will never need to actually provide anything that resembles good customer service. If I ever need to buy appliances again, I would never come here. This is a family run business where the family could really care less.

The worst customer service ever!!! Gave me an idiot of an technician who doesn’t have a clue what the hell he’s doing. He’s been in and out of my place to fix an LG washer/​dryer over 9 times. I have been washer/​dryerless for over 3 months! Not to mention everytime he comes he’s always coming with the wrong part and his excuse is oh they ordered the wrong part. Well hello your the one who told them exactly which part to order so no they didn’t order the wrong part, you just don’t know which part you need! Calling trail appliances is also an unpleasant time, they r rude, can never pull up my account properly, takes over a week just to get an appointment, and I have to call them and constantly ask when my new part is in because they never seem to know or call to tell me. They are never sorry for their screw ups nor can they even squeeze me in ever even though I’ve been waiting for 3 months. Then when they finally have it i have to wait another week or longer just to get the same idiot technician to come over and tell me another excuse. The worst service, the worst technician. I don’t know what else I can say but horrible horrible horrible! I am now waiting again for a different part to come which will be taking me to 4 months now. Outrageously upset.

3.5 stars. Awesome selection/​range of low to high end ($ 10k+) when it comes to appliances; far better selection than Sears. We had Wendy helping us look for a fridge and a range. She was very helpful when she pointed us to the fridge and range that were within our budget. She explained that having a french door fridge with the side trays full can be frustrating when you try to reach for the inside. Trail Appliances was having a sale two weekends ago; we were able to score a Whirlpool induction cook-​top with a fan-​convection oven (which has a steam clean function) for $ 800. She told us that they could switch the fridge doors to swing counter-​clockwise, before delivery.
When it was time to put a deposit/​complete the transaction, we even explicitly stated on the invoice that we wanted to change how the doors swing. (It was circled on the diagram) A different lady who was writing up the invoice, however, was MORE intent on selling a 3 year-​extended warranty for close to $ 300 for both appliances; i.e. I’m prepaying for maintenance and repairs BEFORE a lightly dented fridge were to go kaput. Uh, no thanks. They already marked it on clearance as damaged, selling it for $ 500; we can easily hide the dent with a fridge magnet — if it dies, it goes.
HOWEVER, when warehouse shipped it for the service/​delivery guys to install, we were not impressed that the fridge doors were not changed prior to us receiving it. In the process, the Whirlpool sticker decal fell off — since they had to change where the hinges go. So, we eventually have to go back to Trail Appliances to get a new decal. They wouldn’t even ship it by postage. (Come on, a stamp won’t hurt. It’s your fault, TA!)
Clearly, there lacks a communication between Trail Appliance’s sales staff and delivery staff. Nonetheless, it is pretty awesome that Trail Appliance offers a disposal service for $ 30 per appliance, which would go to the Eco-​Centre. Had the communication been clearer about the door swing changes, TA would have earned a full star.
Oh, and read the appliance manuals. The sales lady (Wendy) did not explain to us that using the steam-​clean function without removing the racks will damage them. (These would be expensive to replace)
EDIT: It’s been 3 WEEKS and still no decal. I removed a star.