Trail Appliances

This is the first time I am writing a review and it is because I have never had worse experience than this. This was from Trail Appliances located on Sweden Way in Richmond, BC.

I went into Trail Appliances looking for washer/dryer set. Sales rep recommended us to the LG washer/dryer combo (model WM3570HVA/DELX3570V).

First irritant - during the delivery of the set, the delivery people dented the dryer in the process and had to deliver a new one 2 days after.

While we waited for the dryer, we installed the washer and tested it and realized that it was defective. We immediately called Trail in an attempt to have it replaced. We were told then that for all LG product issues, we have to contact LG directly to resolve them ourselves. Second irritant.

When LG finally approved to have the defective washer that i bought replaced (which, by the way, took 1 week to approve, and another week to forward the approval to Trail), they had to refer me back to Trail to arrange a time.

Here is the thing that did it for me. When Trail called me back to inform me that LG had approved to replace my washer, Trail told me that in order for me to get the same unit/model replaced, I had to wait a minimum 3-4 weeks. If I didn't want to wait, I can get a LG washer that is one model older with no cash rebate or compensation. The service rep on the phone explained to me the biggest differences between the old model and the new model are 1) less spin cycle per minute, hence, clothes will take longer to dry, and 2) instead of 12 spin cycle choices, I get 11. I was not happy with what was presented and I asked the service rep on the phone that Trail is not giving me any options. How can I be happy that 1) i was delivered a defective appliance, and 2) have to now settle for a worse model. The response from the sales rep was "are you really going to use all 12 spin cycle options?" Immediately I asked to file a complaint.

Oh, one more thing. At the end, I opted to get the older model of the washer as I cannot wait 3-4 weeks to MAYBE get a replacement. Guess what? Now i have front load washer and dryer that have doors that open opposite from each other (one opens on the left, the other opens on the right) when I clearly asked for both to open on the right.

I have no doubt Trail provides products at very good prices, but the service and experience was horrible and I will NEVER buy anything there again and I'd tell and recommend everyone the same.