Trail Appliances needs to stop promoting Reliable Parts. No service whatsoever. Parts are everywhere so I'll go there.

I'm quite bummed by this location. I have a long history of working with great people from Trail in Vancouver, but I have had nothing but poor service in Coquitlam. The last straw was our most recent purchase, where we got a range hood on the advice of the service rep that the metal filters could be thrown into the dishwasher. The first time we did so, the finish of the filters was ruined. There are areas where the finish is absolutely removed, and areas that look like they have been scorched. They are visibly nasty and virtually brand new. We talked to two people at the Coquiltam store and neither of them tried to help us out with replacements under warranty, or even a discount on new filters. They just said we could go buy new ones at Reliable Parts. Very disappointing. read more

What started as an easy and simple purchase quickly became a customer service nightmare when not only the first range/oven arrived defective from the warehouse, but the second one as well. Getting help with the problem was challenging as their customer care line has no authority to make decisions and only sends your information and problem to the store management. So you wait on hold for up to an hour to be told they cannot do anything for you at this time, hence calling their customer care is a waste of your time. Attempts to get a straight answer were obfuscated by excuses such as computer/network issues, power issues, etc. At no point does anyone let you deal directly with management, which suggests that management hides behind their sales and support people in order to avoid providing actual solutions. Throughout the entire process all we were were told was, "we'll get back to you"- no direct answers, ever. The only way to get an answer was to essentially bombard our salesperson, Victoria Lin, with calls. This makes going to work rather difficult as you have to give a great deal of your time to ensuring someone actually helps you. To worsen our insulting experience, our third range developed a defect within a week of purchase, and the only service we received was a less than 10 minute visit from a technician who simply confirmed it was defective and left. No word on what actions were to be taken or when it would be fixed. A company's true customer service is tested when things go wrong, and Trail Appliances Coquitlam gets a solid F for the poor customer service we've experienced. If you choose to buy from here, hope your appliance works. If it doesn't, or it later requires servicing, you'll regret ever giving Trail Appliances your money. We certainly regret our purchase. read more

Trail appliances is a stressful and really LOUSY place to get your appliances. From the moment you walk in to the store, the workers ignore you. They just chat amongst themselves. When you finally go and ask for help they have very little knowledge of their own products and just refer to the sticker on the product, i had already done that. After the bad customer service and lack of expertise, me and my family still bought a fridge because they told us it would be delivered quickly. 3 weeks later and it still not here. Every time we call they "promise" it will arrive the next day and that we would get a call from them letting us know its on the way, next day comes. No call, no delivery. We are now on week 4 of calling and just getting transferred and or told it would be there the next day. read more

This outfit does not stand behind their products. We bought an LG range for 1300$. it has died in 3 years and they encouraged us to come in and buy a new one as a solution. We will not be going back. read more

Went shopping for a dishwasher in December. Spent more than 20 minutes in the store. Two people did not look up from their desks, or if they did, ignored me. One other salesperson was busy with a couple making a purchase. Looked at Miele. Loved it! Went all over the store to find Bosch to compare. Still ignored. Left store and went to Best Buy at Coquitlam Center. Greeted, invited to ask questions and immediately given full information. Purchased my Miele Futura Crystal there, and following that, purchased both washer and dryer - T-1 series, from Miele in Vancouver. (Best Buy's model was older and smaller. If you want service, and wish to be treated with respect, go elsewhere, rather than this Coquitlam store. Also had gas stove repaired by Trail Appliances. Twice. Third time, called another repair company, who contacted manufacturer, as they had requested. The second company followed the instructions, and showed me what Trail servicemen had been instructed to do, and had not. Stove has worked fine since. Seems Trail Appliances are not too much into either making a sale, or doing a satisfactory repair. Definitely would not recommend this company. read more

Our experience with this company as been nothing but problems, I dislike people that lie and that's what they did twice . I bought a freezer in May I was told it would be deliver in July, two weeks into July, I had to called them because they had my money so nobody was interested in me anymore I was told it would be deliver beginning of August then again I had to call middle of August because of course nobody can pick up a phone at Trails and do customer service and tell you what's happening with your product, they said oh yes we can deliver next Saturday so next Saturday arrived and the delivery guy called and said nobody should have book a delivery when don't have your product in stock, we call the store to complain they said it's not our problem and then a third guy call us the day after to say oh your product was damage so we told him what the delivery guy and the store told us It was not in stock then he said oh oh yes it was not in stock, first lie.so i wrote a poor review someone ask me my customer number and said they would look into it, nobody contact me so i had to contact them to see if they would deliver the product and i told them if they don't have the product just give me my money back without trouble , i was hoping. So they wrote me back to tell me yes the product would be deliver and someone had try to call me, i was home all day that day i check my call display and no one had contacted me so second lie. Now it's Saturday my delivery is schedule between 12 to 1 and it's almost 1:30 and I'm still waiting. Never never never i will deal with this company i will tell everyone about my bad experience and they can be warned. read more

Just bought a high end cooktop,fridge and a dishwasher from Trail. Excellent service, prices and fast delivery for everything except the fridge which was held up by the factory. The salespeople were very helpful and knowledgeable and responded to my enquirers promptly. For the dishwasher and cook top I didnt even go to the store. Dealt with it all via email and telephone and paid online. read more

Terrible place to shop for appliances. Our old oven broke and went shopping for a replacement. We went to the Trail App store and inquired about a Miele wall oven. I asked the salesman about local stock, and he emailed me to confirm that there was one in the Delta. I then paid and an installation date was set. In the meantime I undertook cabinet modifications to accommodate the Miele. On the scheduled date of installation, I waited all day and no one showed up. When I inquired to the Trail salesman, I was told he was busy, and would call back. I then contacted Miele directly, and was told there was no stock in Western Canada. Called the Trail salesman again, and he assured me he would look into it and call me right back. No call back. I contacted Trail customer support, who told me that it was not their problem as the money paid did not go Trial appliances but rather directly to Miele, and I would need to deal with them. In summary, they fraudulently misrepresented the stock status in order to get my money, offered zero support, and I still don't have my oven. You have been warned! read more

Shopping for a new range and made the mistake of wasting my time. To set the stage, it is a weekday around 11am, so not busy. The staff that greeted me stayed seated behind her desk to shout out a welcome, instead of meeting the customer, this "we don't need your business" continued throughout the interaction, but I continued despite my feeling to turn around First question I was asked....do you want it delivered? Heck she didn't even know if they had one available, but my response that I owned a truck and have 2 grown male children so we can handle it, wasn't received well...she quickly warned that I would need to drive to Annacis island to pick it up because it is more convenient (I live in Port Coquitlam so it is not). After this round of conversation I was a able to find out that Trail did not have it in stock, the representative due to it was too new, (just came from 3 other competitor stores that had it in a main warehouse) and that they wouldn't be bringing one in until they sold the older floor display model. Results... of how I felt from the interaction with this company. 1) The staff are indifferent to snooty. 2) Trail has a much smaller and older inventory than expected. 3) My time was wasted unless you take the experience as a learning lesson of where not to purchase from, which is the only good thing that occurred. read more

Not that many issues with purchase process other than the fact that I bought an $1800 fridge that doesn't have a soft closing mechanism and doesn'y have a door alarm either. My fault for not asking, I just assumed that all fridges in that price bracket would have those features. My biggest concern is with the delivery. Never received a call as promised with a 30 minutes to an hour warning. Delivery crew scratched our recently sanded floor.They also scratched door frames, baseboards, walls ( House was painted last month) , they destroyed kid's art work and their comment to each other was ..It is just paper. They used my tools as they didn't bring the tools needed to remove hinges. I have contacted Trail twice and I am still waiting for a response. I want to give credit to salesperson but I am extremely dissapointed with the way that the delivery team damaged my kitchen and door frames. read more

Appliances are expensive in Canada, you better make sure you are buying from a great company, which this is. i bought a brigade fridge and Bosch dishwasher two years ago, and a miele steam oven , miele convection oven, miele cook top and hood fan, this year. I got great service and delivery both times. product is top notch. the miele steam oven is a kick and fun to use. two great staff at Coquitlam are Joni and Chong, keep up the good work and thank you. read more

Worst customer service EVER !!!!! Had an old dryer that stopped working, was told by Trail that we could not get a 27" dryer to fit our space any longer so decided to fix the one we had. Service came out and charge $200+ for the repair. First time we used it the exact same problem occurred. The drum stopped turning and the unit over heats. Service returned a second time and $75+ later we were good to go. Same thing again, exact same original problem. On the third visit we were told that there was nothing more to be done and it couldn't be fixed. So spend around $300 for nothing. Store says it's service department problem and service won't even return calls ..... Bottom line: STAY AWAY Oh PS I found out later that they have the exact same 27" model on their own web site. read more

My purchase of a Bosch washer and dryer was fraught with problems. The dryer did not work and I had to get extremely cross to get anything accomplished. Bosch was going to take two weeks to send a repair person to solve the problem. The result was a hissy fit and finally the appliances were exchanged. A refund was due and it has taken two weeks to process. read more

Don't be put off by Trail's website. Like many appliance vendors, Trail Appliances has a poor website. It tells you that the company exists, and what manufacturers it deals with, and almost nothing else. However, once you are in the store, the staff couldn't be better. They leave you alone for ten minutes before asking if you need help, and respect requests to come back in a few minutes. Once you do start talking with them, they will mention all sorts of things that you may not have thought about. My one reservation about Trail is that its floor staff and delivery staff don't seem to communicate very well. We had a couple of problems with delivery, despite asking the flloor staff to pass information along to the dispatcher, and the dispatcher kept getting our address wrong. Even so, our experience at Trail was far above what we found at Edmond's, Sears, Future Shop, or Home Depot. The next time we buy household appliances, I think we're going to save time and start with Trail. read more

I was a loyal fan of Coquitlam Trail Appliances in the past having made several purchases. Unfortunately, that is no longer the case. I am now extremely disappointed following my recent experience with them and I feel obligated to warn other customers. On July 5th I purchased a high end front loading Whirlpool washing machine. It cost me $1500 inclusive of taxes and other charges. The machine was delivered and installed 2 days later and since the day of delivery has not worked. After trying all the advice in the manual it continued to give error codes and malfunction on whichever cycle I tried. I called the service department every morning and evening but was never able to speak with anyone until the following Thursday. My attempts previously failed because whenever I called I got a message saying it was not in business hours or I was put on hold and not able to wait. On Thursday after waiting on hold 20 minutes I decided to call the store and ask them to pass my details along because my whole situation was becoming frustrating. After two hours of waiting I still had not been contacted. I called the service department again, waited on hold another 30 minutes, and finally got to speak to Connie. I expressed my dissatisfaction with regard to having paid a lot of money for a quality machine that is defective and unusable. I asked for an exchange or refund. She told me I am only entitled to have repair. Arrangements were made for the technician to come out the following day and he confirmed it was a defect with the soap dispenser unit/motor within the machine. The following day I went to the store and spoke to Dino, the manager. I explained my situation and asked for an exchange or refund. I do not believe it to be acceptable to have paid so much money with the expectation of having a quality machine that works from day one but instead have a defective machine that cannot do what it is supposed to do. Dino said he would look into the issue and get back to me. He called me later that day and told me that I am only entitled to repair and infact, upset me greatly by shifting responsibility onto me by saying, I had not called for service immediately and had left it until Thursday. Shame on you Dino! It is so disappointing that Trail Appliances is not standing behind their products or upholding basic principles of what is morally and ethically right! The "Sale of Goods Act" also specifies that goods should be fit for the purpose they were purchased for, be of merchantable quality and last a reasonable length of time. Trail Appliances chooses to ignore this. I hope that my distressing experience will serve to inform you well in order to avoid any similar situations. read more

Im sorry to hear about your experience Julie P. I too was a loyal trail cust as we moved several times in the 90 s &2000s. The last time we went in there was summer of 2011. We looked to by higher end appl for new house. Usually when browsing a saleman would ask if we need help usually we dont but he would be friendly & talk a little. This time we were ready to buy. It was a Saturday afternoon. We browsed for over 15 min & all the salesmen were on their computers. It was not busy didnt notice any other customers in the store . We stood looked at each other & said lets go. We went to Edmonds appliances & happily bought $15000 of Viking appls. Subsequent to that we moved again & bought more appliaces for another house. This time we bought a mid grade pkg fr Sears. We made a mistake on the fridge called Sears up & they came & exchanged it at no cost to us. Take a lesson fr Sears &Edmonds. There is a lot of competion & annoy loyal customers & forget about cust service & all your advertisement would be in vain. Someone else with higher standards will gt our loyalty. read more

My experience at Trail Appliances has been stressful and frustrating. I bought a fridge and an oven at Trail Appliances (2550 Barnet Hwy, Coquitlam, BC V3H 1W3). When it was delivered, both products were not working. The technician came in a week after the delivery and he said that the oven harness was not installed at all. He was able to fix the oven but he could not fix the fridge because the main board needed replacement. I told the customer service that I would like a refund but they said, "We cannot give you a refund. The warranty only covers service and repairs." I paid for a brand new fridge and I do not want a repaired one. I tried to tell them that they are violating the BC Sale of Goods Act (section 17 to 20) by refusing to provide me with a refund. The SGA overrides the seller's return policy terms when there is a defect with a new product, whether the seller is the manufacturer or not. So with my rights under the BC SGA, I am entitled to a full refund as the contract is discharged. However, both the customer service representative and the Coquitlam store manager kept cutting me off when I mentioned this. I am hugely disappointed in the customer service and the store manager. I regret my purchase, as it has been a terrible experience. read more

We recently did a kitchen reno and purchased a few appliances from Trail. As with most renos (mine at least), a few things went wrong, cabinets were delayed which compounded itself with other trades. We explained the situation to Trail and they were more than happy to help us store the appliances until we needed them delivered. I know it is a small thing but am grateful they were able to accommodate our simple request. Yes, they can be expensive but great follow-up after the sale. read more

I went to Trail to purchase an air conditioner. Same unit was on sale at Costco. I asked if Trail price matches. The salesman checked with his manager and came back and said that they do price match but they only had a floor model available (which I believe the manager told him to say) and I would have to take that. I said that is funny because when I was in the previous day, another sales person said they have plenty of stock of that particular unit ( current model, not last year's stock). Oh, the salesman said. So off he went to check for me and sure enough he came back and said there is stock but he had to check that weren't "reserved/sold" to other customers first. So he did, and no they were available. So basically I was lied to about the floor model. At this point I decided to cut my losses and go and purchase the unit at Costco. I can not recommend a company that would practice such deceptive methods. Beware. read more

Worst experience I have every had will never purchase from Trail again. Delivery guys damaged the range I purchased and paid in full over 4 weeks ago. Trails solution wait another 4 weeks for a replacement. Advised I had no old range to use as already sold my old unit and still have a family to feed. Trail showed no concern for our situation. Incredibly poor customer service when their delivery guys cause the issue I am the only one inconvenienced as they have already been paid. After much frustration and speaking to multiple people I asked them to just come and get the damaged unit out of my house and return my money. They then inform me it would be another ten days to refund my credit card for the purchase. Terrible customer service you think a company who has caused a customer this type of stress would bend over backwards to rectify the issue. Not this place. Recommend you spend your hard earned cash elsewhere, I know I will. read more