Do NOT buy your appliances here. The Service Department at Trail Appliances leaves one wondering what kind of imbeciles they employ there. For the last 3 month we have been trying to get our range fixed. At the start only one burner did not work, now it is 3 burners that don't work. Parts are ordered and then somehow get lost or broken before they can be installed. The unbelievable incompetence of the service techs there can not be put into words. We will NEVER recommend ANYONE to that store EVER. Martina F. read more

I too purchased a new appliance package from Trail as a part of a new home build. The service was great until the bill was paid and then it went down hill from there. My new dryer has a loose belt so I called them and was told that the tech could come on Thursday. I said that I could take a half day off of work but not a whole day, so if he could come in the afternoon some time that would be better. I was told that I would receive a call in the morning advising me what time he would come. Similar experience with getting the appliances delivered - they pick the time based on what works best for them, not their customer. Even cable or utlities will give you options and don't expect you to wait around all day. read more

The WORST customer service I have ever experience from any business anywhere! I needed a replacement part for a Bosch dishwasher recall. I had bought from here so I went through them. Although there was no time frame for when the part would be ready, I phoned every three weeks or so to inquire, most often not getting called back. Finally after three months, I called Bosch, to discover they had shipped it, and Trail and received it! two and half months earlier! I called Trail and they claimed first not to have it, then not to have received it. I had the Fedex tracking number so made them check again. After another day with no call back, I finally went in person and talked to the store manager and service manager. Finally they agreed to look into it and call me the next morning. They didn't. I called straight to the service manager, who said she didn't know what happened, but would try to find a part somewhere else. That failed, so she reordered the part from Bosch, saying it would arrive in five days. I asked if they would consider compensating me for the wasted time, effort and water of the past three months. The service manager said she would check with the store manager. After seven days with no call back, I called to find out the part should arrive later that day. It didn't. The truck, which allegedly delivered everyday, did not stop that day. I asked if they knew what had happened to the original part. They didn't. I asked about compensation. She hadn't checked. The part finally arrived the next day. I got a call to confirm. No apology, no mention of compensation. I asked again. She said she would check with the store manager again and he would call me. No call. That was three weeks ago. And finally, installation. I was told the service guy would call between 8-9 in the morning to let me know when he could make it. No call. I called at 9:15. He wasn't in. Supposed to be in by 10:00. Nope. 10:30. Finally, a call and half an hour later the whole painful ordeal was over. Still, no apology, no compensation. I will never shop there again and strongly urge anyone to avoid this place at all costs. read more

This has to be THE WORST experience I have ever gone through!! First of all, as a client from a well known builder, you think since they pride themselves on "builder contracts" (which im sure brings them in TONNES of revenue) you think they would take the fact I SPENT THOUSANDS of dollars on appliances through their ever so important "builder contracts" seriously (regardless if your through a builder or not they should take every 1.00 you spend in their store seriously) It has been over 3 weeks since we have moved in and were scheduled for "delivery and installation" and guess what, still missing an appliance and one item was only HALF installed. How awesome is it to get a phone call at 6pm the night BEFORE delivery to be told that 2 of the 4 items you ordered back in JUNE were backordered. Why the hell were those not set aside at that time for us??? so 2 of the 4 appliances came (dishwasher and garbarator). Then comes installation day for those 2... Trail so kindly sends a plumber when they knew full well there was electrical required for the garbarator. Plumber installs the garbarator and tells me to just use an extension cord to plug it in to an outlet!!!! WTF!!!! I paid for it to be completely installed, not half assed done. Called the store, got lied to by a floor manager telling me he was the store manager. Told me I should just be ok with it as its only a CREDIT that the builder gave me. Hey jerk, that so called credit was built into my home price. He was rude, arrogant and honestly just a jerk bc I was female. Then tried dealing with the "Builder contact" at trail, another disaster, but at least she was finally able to make my 3rd appliance show up ( fridge) Finally was told my 4th appliance (OTR microwave) was backordered with Samsung and wouldn't be in till December. SO they wanted me to wait, with a big gapping hole in my kitchen where it goes and no hood fan to help with ventilation. Finally was able to go in and pick another model (which was 50.00 more and I told them im not paying the difference) a week passes. no install date... finally I call the store manager back. He says they will pay to have the garbarator installed properly (which is a laugh as I already paid that fee) and they new microwave will be booked for install. They call me and schedule an install date. They give you a 3 hour window. I specifically told them I leave for a half an hr to pick up my son, DO NOT come then. She promises there will be notes on my account telling them not to come then or if they do to wait. install day comes along, guess when they showed up???? during the half an hr I said I wouldn't be there. I wait around till the very end of the window and call. find out that they came when they shouldn't of. Rescheduled the appt for 2 days later. 2 days later comes and I wait around all day as I was told id be the first appt of the day. By 3 pm no one comes. I call the install dept, leave a message, delivery dept, leave a message, builder contact, leave a message. NO RETURNED CALLS. finally dealt with the store manager, was flat out told it never got booked. Store manager promises to figure something out (its Friday at 3 by this time) and I demand delivery on Monday, he says hed call back. NEVER CALLS!!!!! Its now Monday, I call. He says oh I just wasn't on top of things, there was so much going on. Needless to say someone is supposed to come tonight to do it. If it doesn't happen I will be making a complaint to the BBB. Another fun fact, try finding info on their head office to send in a letter. Its near impossible. Go to a retailer that will appreciate the money you spend there, not this disaster! UPDATE!! Installer finally came and installed item, only took 21 days to get all of my appliances. Called 3 store to get info on who to send a complaint to at head office, finally got the operations managers email. He responded and said he would call, and the call never came.... Guess the whole company lacks in communication skills. read more

Just had my first visit to Trail was looking for a cook top Have been to a couple of places around town that advertise they will beat all price After going to their store They with do not have in stock or have to order or their product knowledge is little I walked into Trail The store was clean uncluttered well presented The staff knowledgeable The price of their product very compatible Could have saved time from going to the box stores They had a great selection to view which made a worry free environment with no pressure I will be back read more

Run like hell! We spent a great sum of money fully outfitting a brand new house with "top of the line" appliances. It has been 4 weeks since we moved in and still do not have a hood fan finished nor a freezer that can produce a single ice cube. Of specific caution is ordering any Miele products!! Trail is a "broker" only and the minute they take your deposit they are done! All subsequent contact is through Miele ( good luck with that) and the only thing they are efficient at is taking your money. You need to then do your own coordination for both delivery and then install, different departments at different times. The sales rep totally screwed up our side by side fridge / freezer order ( door swings wrong) and that took 2 weeks and three parts shipments to resolve. I wish I would have reviewed this site before giving them a lot of money. read more

worst service ever we h ordered a fridge ,stove and dishwasher in june 4 2016 they said the stove would be in in two weeks . and they would deliver all appliances together fine 6 weeks later still waiting for stove saying now wont be here tell end of august THe so called sales manager all he offered was free delivery as compensation which is 105.00 bi g deal since they have had my 7000.00 since june 2 2016. we are considering getting a lawyer and suing them. They are useless to talk to. actually offered me a floor model stove not even brand new do not buy any appliances this company read more

We recently had to replace our dishwasher - after an unsatisfactory visit to the Brick (not much stock, average salesperson knowledge) we decided to check out Trail Appliances (even though previous experiences with this store were not great). The salesperson who helped us was very knowledgeable, and there was a good selection of both brands and price ranges. Unfortunately, the one we decided on needed to be ordered. When the paper work was done, we were told that we would be called the day the unit arrived (hubby was to pick up the unit the day after it arrived) and that an installation would be arranged for two days later and we would receive a call to let us know the two hour window when the tech would arrive . Well, guess what, no call to let us know the dishwasher had arrived - we had to phone to confirm it and no phone call regarding the installation. When we called regarding the installation, the service dept. had no record of the request for an installation. However, they were able to get one of their contracted installers to do the job (Thanks, Nick's Appliances and Installations). To top it off, when the DW was unpacked, the manual was missing as were a clamp for the drain hose and the brackets to secure the unit to the counter top - so another service call was needed. Again, we had to call to remind them of the deficiencies and to book the service call. It is our opinion that this business is more interested in getting your money than providing customer service and they have a serious lack of communication between the sales staff and service department. And no quality control on incoming units to ensure that all parts are present! read more

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. read more

Do NOT purchase your appliances here. The salesperson we had named Josh was arrogant and didn't care to spend much time with us because we purchased through a builder. The problem is that we were stuck having to purchase through Trail. When it came time to deliver they call you in the morning at 9 or 10am to give you a 2-3 hour window as to when they will deliver the appliances. This is fine but they then do the same thing the very next day to get the appliances installed! I am not sure why we are expected to take 2 days off work to have appliances delivered. read more

Don't waste your time. Purchased new appliances for kitchen (Whirlpool). Took 4 weeks to arrive. Installed dishwasher the day I received it to find out it doesn't work. Called that day to identify the problem. Was told to call the south store myself, where the service dept is located. I called at 4:20pm to be told the dept was closed but can leave a voicemail. The vm greeting indicated they were to be open till 5pm, so left a voicemail. I called them back 2 days later as no response to my vm. At that point the Service Dept transferred me to the Parts Dept as they "think" it needs a new part and were booking service appt's 2 weeks out. Parts Dept didn't answer so had to leave another voicemail. Parts dept called back to say part was in and I was to call the Service Dept back to book my appointment. Unhappy with their solution I went back to the sales dept at this north location to see if they can pull strings and resolve issue or maybe contract job to another service company in Edmonton as its unacceptable to wait 2 weeks to fix a brand new dishwasher never used. Sales person did not return my call that day as they promised so I called back the next day to be told nothing can be done. I suggested that I return the defective unit and pick up a new replacement. This way I get a new working dishwasher and they can return the faulty one to the manufacturer. Apparently this is not an option in the appliance industry. Then spoke with sales manager who was apologetic and said they can contract out to another service company but that service company cannot use the part that was previously brought in for me. What???? Its a factory warranty...of course they can use the part, its all billed back to the manufacturer. So I call back the Trail service dept on southside to then be told the service appt that was 2 weeks out is now not available and its another week away. So back to north store where they are contracting the service to an outside company that will likely not arrive with parts but just diagnose the problem. The sales manager is understanding of the problem and advises this is what the appliance industry has come to. Its a poor process. Overall the sales process was easy. If the appliances I received worked properly I would have rated them 4 out of 5. However making multiple phone calls to multiple people to receive substandard service is not acceptable. If I could have dropped off the faulty dishwasher and picked up a replacement I would have still rated them 4 out 5. Not their fault Whirlpool had a faulty unit. But their lack of service and long lead times for repair only gets them a 1 out of 5. Buyer beware Mar 24 update - Owner provided an acceptable solution. read more

I am planning to build a new house, and trying to decide which model of Subzero fridge and Wolf Range/Cooktop to get, before the plan is drawn. I wanted to get an idea of prices, and what different models are available, and what feature differences are between the integrated and the built in. I went to the Northside store, and was approached by one of the salesman. I did some research on the Subzero/Wolf website already about the dimensions and size, but I really wanted to see it and get more info from a salesman in regards to pros and cons of each model. However, that salesman had no interest in giving me any info. When I asked for a price, he asked me what my name is, my phone number, and my email address. I told him I didn't really want to give him all that info, and I would like an idea of what these appliances are worth. Seeing I am not ready to drop $20000 right away that day, he rudely said he would go look up some prices and gave me some "idea"! After about 5 minutes, he told me the fridge and freezer will be $9000ish, and the range will also be around $9000ish!!! What kind of quote is this? I found this very insulting, was really annoyed by this!!! He proceeded to tell me if I am ready to put in a purchase he will give me a real price, which can be a few thousand dollars less!! I was ready to leave. He then told me Trail has their own installation guys, plumbers, and I will also get a free cooking class with purchase!!! How great!! He also told me he will price-match! Therefore, what he was telling me is, "Hey, you come in here, looking for a real quote? I am not giving you one!! However, you are welcome to go to another store to get a price. THEN, please come back with that store's quote, and I will match it!!!" What I see is: if I am going to get a real quote from another store, please tell me a reason I should go back to Trail and ask you to price match, given your rude service? This guy didn't even offer to give me ANY info on ANY of the product. As soon as he felt that I am not ready to make a purchase that day, he didn't want to offer any customer service. I don't know about other people, but for me, if I am going to drop $20000+ on a fridge, a freezer, a range/oven, washing machine/dryer etc., I would like to have as much information as possible to help me make a decision. Isn't this the job of a salesman? I hope this salesman can understand I am not buying a $2000 fridge or freezer! At the end, he gave me a card. Guess what? He can retrieve it back from the parking lot ground! My word to this salesman is: Built-in or integrated appliances are very popular in high-end homes nowadays. HOWEVER, the cons with integrated/built-in appliances are, you have to make your cabinets to fit these appliances, which means if you buy something that you find out later you don't like, it is almost impossible to buy another one without a major kitchen reno! SECONDLY, these built in appliances are VERY EXPENSIVE, and there are MANY BRANDS. Therefore, a salesman of these kind of high-end appliances should not expect someone to pop in, point to a fridge, and give him a credit card. Depending on which stage of planning for the home-owner's house, he/she can be doing initial shopping and gathering of info, OR he/she has already got all the necessary info to make a purchase. Regardless of what stage this new home-owner is at, a good salesman should be able to provide good services. Also, being a female doesn't mean I cannot make a decision on the purchase. This bad salesman should work in somewhere else where customer service is not important. I also can tell you I have been a long time customer of Trail Appliances. With my previous homes, I had dealt with a salesman called Michael (sadly he no longer works there). He was always helpful and gave me a lot of info. Guess what? I didn't even go price-check at other stores. I felt that his good customer service deserved my business. Appliances I have purchased from Trail ranged from Kitchen-Aid, U-line, Vikings, Miele, and a full Kinetico water softening + water purification system. Has Trail Appliances service deteriorated so much??? read more

We purchased a Samsung range, fridge and microwave Saturday December 8, 2012 after confirming all items were in stock and available. On the day of delivery (December 15th) Trail Appliances phoned to inform us that they do not have a range in stock to deliver. They also said we were 27th on the list for that particular range and did not know when we would recieve it. So they were happy to take our money and I suspect happy to sell us something they could not supply. They also said they had a truck arriving Monday but did not know what was on that truck. Is this how you run a business and treat your customers? We cancelled our order - let's see how long it take to get our money back. read more

I will have waited 5 weeks for warranty service on my dishwasher. When the repairman came the first time after 10 days, he said they would have to order parts from the states and it would take 5 days to get here, and which time I would receive a call, and they would come install it at my convenience. I waited a week and a half, called again, and was told the latest they would some would be the 20th (a month later). Got a call last Friday saying they would come on the 20th. When they didn't call this morning, I called, only to be told my appointment was on the 27th, and there is no way to bump it up. Apparently everyone has been waiting as long as I have to get their appliances repaired. I will not be shopping at Trail appliances again. read more

We recently (about a month ago) pruchased a gas range (Samsung) from Trail. Have purchased a number of appliances there. The salespersons know their products and are most helpful. Had the range delivered and installed by one of their recommended businesses and had no problems at all. Initially, one burner on the range did not function correctly. One call to a very courteous person was all it took. Stove is working beautifully. Will patronize Trail again. read more

On Dec 12/12 we went into Trail (after doing "homework" on the internet) to buy a dishwasher, fridge and stove. Our salesperson was fantistic! He told us if we found any of the appliances for less, they would match the price. So that night I was back on the internet and Future Shop had the fridge for $200 less. The next morning my husband phoned Trail and spoke to the manager. The manager said that he would not match the price and if we found it for cheaper, he would refund our money and we should just buy it from Future Shop. We did buy it from Future Shop and cancelled the order and wanted our money refunded to our Visa. We are waiting to have the money refunded. The funny things are that if they would have met us in the middle and given us $100 off, we would have been happy...instead they lost $3600.00 in sales, as we cancelled our stove as well. And at Future Shop we paid $300 less for the fridge and $100 less for the range. Trail will never get any business from us again. read more

Do not use this company. Their customer service is atrocious. I personally felt that all they are interested in is your money.. I will never buy from them ever again and I will tell everyone I know that are buying a house not to use them read more

My husband and i purchased our front load Whirlpool washer machine from Trail Appliance on the under standing they they had technicians that would come to Gibbons and service the machine if it ever need to be serviced. We have had the front load washer machine for 2 months and have had issues, phoned Trail Appliance and they informed me that they do not go to Gibbons! Would have been nice to know this before the purchase of the washer machine! Had to phone directly to whirlpool Which was a headache in its self. Long story short the Tech that whirlpool sent to the house has not been in touch with me since he left and my machine dose not work at all. I have been in contact with Whirlpool and they do not care! This is the only Whirlpool appliance i have in the house and WILL NEVER BUY WHIRLPOOL AGAIN! What a disappointment with Trail Appliance and Whirlpool! read more

DO NOT BUY FROM TRAIL!! We bought an expensive range from them 2 years ago, we have been in there trying to get some service / resolution to the problems with this range since the first week it was in our house. It's never worked properly since day one. We've had service in twice and the guy was so rude, and he couldn't even put the door back on properly. 2 years of fighting with Trail and still no solution, they refuse to replace the range. I've since heard this is not uncommon with Trail. Unless you are a contractor don't expect any follow up once they've got your money. read more

The first time I purchased an appliance through Trail it was a lovely gas range. The deal included cooking lessens with a local chef. When they delivered the range to my home it come damaged. They came back a few days later, again with a damaged ranged. This went on five times. When I say damaged I mean really damaged. The whole side was crumpled. You would think that after the second time they would open the box at the warehouse to ensure the appliance was in good shape. Apparently not. It was like a whole truck load fell of the truck. As far as the cooking lessons with the chef who was going to show me how to use this type of range, it never happened. When I called to reserve a spot they never returned my calls. Spoke to someone at Trail who was going to look into it but nothing materialized. I like to support local business when I can instead of the big box stores so now I am looking for a new refrigerator because my old fridge just died, so, need a fridge immediately. Went into Trail yesterday, would have been an easy sale for someone but no one wanted my business. My money was burning a hole in my hand. I roamed around for 45 minutes looking at fridges and not a soul acknowledged me never the less approached me. Since none of the information on the fridges had the sizes I had to take out my measuring tape to see if any of the ones that interested me would fit. I went to Lowes, not only did they have better selection but the service was awesome. Shame on you Trial Appliance for your pathetic lack of customer service. I felt like a bum who had wonder off the street into the store, not even a greeting from the gal who sits right as you enter the store. read more

We had an electrical panel fire on our 3 year old Whirlpool dishwasher that was purchased from Trail Appliances, Edmonton South. Trail customer service informed us that the dishwasher had no warranty after two years and transferred the call to their service department. Service department informed us that there was no recall or issues with this dishwasher and to call the KitchenAid customer service. We found on-line reports about fires on these dishwashers when searched the internet. KitchenAid sent a KitchenAid service technician to our home at no charge, He determined the damage and informed us of the next process and not to use the unit. The following day, KitchenAid called to inform that all the parts and repairs would be comleted at no cost to us. Very poor support from Trail Appliances so it is the last appliance we buy from them. Excellent customer support from Kitchen Aid and Whirlpool. read more

Boy obviously by reading some of these post the standard out of the box "apologies" by Trail Appliances does not mean they are doing anything about them. I would never use nor recommend anyone use Trail Appliance to purchase house appliances. In fact I am going to approach our builder and suggest the appliance "credit allotment" be allowed to be used at any appliance seller like the Brick. Their service or care about the service that are "contracted to 3rd and 4th parties" cant be any worse. We had a part go down on a dish washer we got in Oct and called on Feb 1 for a repair. 2 service reps later from Aptco and apparently one of them did not placed an order -- if you believe the service desk" and the part 10 weeks later is still not in. I could be wrong but they could ship the part from the Moon in that time. This is absolutely incredible and unacceptable. How have they stayed in business this long with this kind of treatment. read more