Trail Appliances - Victoria Avis 6

We had the most horrendous experience purchasing appliances from Trail in Langford. After doing research into what we wanted, my wife and I settled on a specific refrigerator and range oven.

We researched Best Buy and Coast Appliances, and settled on Trail Appliances because Tracy and a salesperson told me that customer service and knowledge was what Trail had above the big box stores but our main reason was that Trail could deliver the fridge we wanted on April 15th, several days better than what could be done with Best Buy, and we needed a fridge as soon as possible.

On the 13th, we confirmed, and all was set for the 15th. We were then informed that the fridge could not be delivered as scheduled due to a stock transfer delay and was rescheduled for the 24th. This was highly distressing, as now we are left with no fridge, which was essential for us and our three children. We were left scrambling to purchase a mini-fridge while we waited and were forced to eat out several days in a row, costing us several hundred dollars.

One positive was that on the same day (13th) we were instructed that while the fridge could not be delivered, the range would be, so at least we could get that.

I arranged with my employer to take the day off work on the 15th, and on the day I received the text message confirmation that the delivery was on the way as well as a call before their arrival. They pulled up and confirmed they were delivering a range, they rolled out a mat, and lowered and opened the back of the truck to get the range. After a few minutes, they informed me that they did not have the range on the truck and it was actually out of stock. They then left. I had lost a full day of pay and didn't even receive the range. We were not happy at all.

To further complicate matters, we drove over 20 minutes to pick up a mini-fridge, which ended up being faulty and froze everything inside, even on the lowest setting. We had to then return it the next day and purchase a different one, which ended up being more expensive, plus the gas and time.

We would have had both appliances delivered sooner if we had just gone with someone else.

Correspondence with Tracey felt cold and uncaring. It was at this time that I began to let her know about how much the error in their scheduling had affected us financially and I requested a small amount of compensation ($300) for all of the costs and stress it caused our family. An amount far less than what everything actually cost.

My request was rejected until I called and voiced my frustration, and explained in more detail that the delivery drivers had physically showed up and I had taken time off work for nothing. Which although I had explained in an email, was apparently not clear enough. The matter was escalated to the manager and I was told that he would contact us as soon as possible. We never did get a call or email from the manager.

I then received an email from Tracy informing me that they would only offer $100. I requested to speak to the manager to understand the justification for this amount, which did not satisfy the grief and stress caused to us, by no fault of our own.

Communications from Trail remained cold, dismissive, and matter-of-fact. There was no attempt to speak directly to us or propose a meaningful compromise with a sincere apology, but rather throw a small amount of funds at the 'problem' to make it go away. We found this very insulting, and we were shocked at the lack of customer service.

I took another day off work for the final delivery of the appliances. Turns out the warehouse team neglected to swap over the door handle on the fridge, which was highlighted as a line item in the purchase order. None of the delivery personnel knew how to do the work. Luckily, the supervisor followed our delivery to ensure all went well and he was able to unpack the fridge and perform the work on-site. Unfortunately we discovered afterwords that the little rivets that would fill in the screw holes in the top of the fridge, after switching the handle, were not installed, leaving open screw holes on the top of the fridge.

I told Tracey at Trail about it and she acknowledged it, but there was nothing more. No offer to have someone by to fix it. Nothing.
I expressed that we were not trying to be difficult, and I'm never one to raise concerns or bring issues to light regarding transactions, but there were too many elements to ignore.

We requested again to have a manager or someone else contact us to justify the amount and to talk about the experiences we had, but never heard back. We even CC’d Trail’s customer support and their online CC marketing, none of which replied to us.

I will never purchase from Trail Appliances again and would tell everyone else looking for appliances to not choose them. Just a terrible experience all around.

I had an invoice and an email in hand from the Victoria store. I followed all instructions. Called before I arrived, and the person at the front desk said that they could take my money, but not the product. I checked the day before and met with a sales rep. They had the product in stock and we agreed I would pick it up and it would not be delivered. I live 35 min away, meaning I wasted more than 2 hours only to be treated like crap. I cancelled the sale and went home empty. I had a bad experience. There is no value proposition in buying from this store. Highest price in town, agreements don't matter, and the focus was certainly not on me as a customer. Looking to buy from a local competitor.

Excellent service for the sale and installation of my new washer and dryer. On time professional service made sure I was satisfied with the job. If you want great customer service ask for Eric Reiter

Delivery was a gong show.

horrible experience, computer system not working. took half hour at least to place an order. almost walked out with the constant delays. placed the order but not confident the washer will ever arrive. fingers crossed

We have bought 4 appliances so far at the Victoria Store and will be purchasing one more in the near future. Our sales representative is Jen Jones. We found her very friendly (easy to talk to; not pushy) and very professional (knows her appliances and answered all our questions).