Douglas in Toronto

Update: As of April 5, Trail has resolved my complaint and shipped me the correct, new parts for my fridge. While in the process of completing a new-build my dream home in Vancouver, I needed to purchase various kitchen and home appliances. As a proud Canadian and given the tough economic times for many business, I was committed to making my purchases through a local, Canadian business. Because of this, and because of the company’s claim to be a reputable “leading independent appliance retailer in Western Canada” – I chose to do business with Trail Appliances Ltd. In August 2020 I purchased ~$20,000 of appliances from the Product Expert in the Richmond store. This order has taken over 8 months to fulfill. Given the pandemic and the supply chain limitations affecting businesses I have tried to be understanding. However one of the products – a fridge handle – was provided to me in a clearly damaged and used condition. In December 2020 – a full 3 months after making the purchase – I was notified that the fridge handle had arrived, and so went to the Richmond store to pick it up. Note that at this time, the fridge itself had not arrived yet. The Sales Manager at first brought us the wrong product. Only upon my wife catching this error and calling him out on it, did he correct the issue and bring us the product with the correct model number. The Sales Manager then opened the box of the product in front of us, but did not bother to tear apart the plastic bubble wrap. Being trusting of the store’s reputation of excellent service and integrity, we did not bother to inspect further and took the unopened product home. Because the fridge itself had not arrived, due to delays in shipping, we did not bother to open the product. (Think about this from a rational perspective – why would we, who have no use for the fridge handles WITHOUT the fridge as well – have the need to open the product until the fridge arrives as well?) Fast-forward to March 2021 – a full 8 months after making the purchase – and the fridge finally arrived. We opened the box with the fridge handles, and to our dismay found the product clearly damaged and used. When we contacted the Product Expert and the Sales Manager, they both claimed there was nothing that could be done. Through the entirety of this exhausting 8-month process, we have felt nothing but frustration, and having been diverted to dead-ends in the company’s archaic customer service process. On multiple occasions, these individuals representing the Richmond store refused to take accountability for issues with my order. They would alternately ask me to raise the issue myself with the wholesaler (Whirlpool), who in turn informed me that it is in-fact the responsibility of the retail store. They also claimed that they logged a ticket with Whirlpool customer service – which upon a phone call to Whirlpool customer service, determined was false. A cursory check across multiple sources will corroborate my claim that this company does not take customer issues seriously. On Better Business Bureau, Trail Appliances has a 1 (/5) star rating. On Yelp, the last 7 out of 10 customer reviews for Trail Appliances has been a 1 (/5) star rating. On Reseller Ratings, Trail Appliances has a 1 (/5) star rating. As a business that has been in Canada for 47 years and who claims on their website to be “committed to providing unparalleled customer service”, I am truly disappointed in how Trail Appliances has done business, and has treated its customers. I urge this company to take accountability, and to address genuine issues raised by clients.