I've been struggling with Trail in Kelowna Since August of 2017. The range hood we purchased did not come with all the mounting hardware and our dishwasher was dented, we communicated this right away and they had to order in the parts, the wrong parts came about a month later and we were told they would re-order the parts again. Since then I have followed up numerous times and am still to receive a call back. I emailed the support department a month ago voicing my frustration and looking for help, I received a return email a week later saying they would look into it and still have not heard anything. One of the worst customer service experiences I have ever had.
Excellent customer service. We were welcomed like long time customers event though we've never been there before. Tracey spent a long time with us and letting us make a decision. Even when we changed the order, it was easy. Great people to deal with.
I Phoned in to find out where I would need to take my Samsung fridge for repair since it is out of warranty. Spoke to a staff member by the name of Karen who walked me through everything that I would need to do in order to get my fridge fixed. Based on this experience over the phone I will definitely be purchasing my next appliances from Trail.
We were building a new home and purchased all of our appliances from Trail. Our sales representative was Shawn and the reason we purchased was because of the product knowledge, customer service and support that Shawn provided. He understood our needs and made excellent recommendations and suggestions. When the hardware to install the dishwasher panel was misplaced by the builder Shawn immediately made a call and had another ordered. He followed up to ensure everything arrived safely. We couldn't be more pleased with the service and support we received by Trail Appliances and highly recommend them.
When you phone Trail Appliances in Kelowna they always start with a boast about winning the Consumers Choice Award for Business Excellence. In my view they should stop thatits completely unjustified.I ordered 7 appliances on June 9. On August 3 (almost two months later) 5 of the 7 had been delivered, with two returned due to damage.Once they have your money, this company waits for you to call them asking about delivery. They will not volunteer any information, and when they finally had the appliances in the warehouse I was told they didnt know when they could get them installed and suggested they just deliver them without installation. Ridiculous!On delivery day, I was informed by the warehouse the clothes dryer has a small dent on the front and offered me some money if I accepted it. I said no and found out later the damage wasnt a small dent but was quite extensive. I said I would accept the washer and have an undamaged dryer installed when it was available.The delivery truck showed up without the dryer and without the freezer I ordered. I was then informed the freezer was lost in the warehouse and they didnt know when they would be able to find it or get another one.It also turned out the clothes washer gets power from the dryer, so it couldnt be installed. Why the warehouse didnt volunteer this information is beyond me. When the installer discovered this the delivery truck had already left with my old washer.I asked Trail to send the new (damaged) dryer to use until a replacement was delivered. The answer was no, it cant be returned if has been installed. So, I said bring back my old washer and cancel the washer and dryer from the order. My old washer was returned two days later.The lost freezer was delivered 4 days after the main delivery. The delivery guys attached the handle and stood back and said, thats all we do. We spent 30 minutes removing plastic wrap from the door.I went to Coast Appliance and bought a washer and dryer, which will be delivered and installed in under a week.Update August 17. I sent the owner the information requested as well as a description of how the sales rep misrepresented the fridge and stove, and as a result we didnt get what we expected. No response. Stay away from this company, it is toxic.
Trail Appliances - Kelowna Showroom is a Canadian Store based in Kelowna, British Columbia. Trail Appliances - Kelowna Showroom is located at 2637 Enterprise Way, Kelowna, BC V1X 7Y6, Canada.
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