Trail Appliances - North Vancouver

Our washer was broken and needed replacing. Trails has a policy where you are forced to buy a washer & dryer and hose or they won't install. They farmed out the installation to a third party that said that they would not install the washer/dryer because we had not bought the hose, which we had. The third party installation team then pulled out the broken washer/dryer and left a puddle of water that lead to water damage. They then left the new washer and dryer in the living room in boxes for two days, which was the earliest we could get someone to do the work. Trail then sent their installers who did a good job. They commented on how poor a job the third party did.

Trail knew the third party botched the installation and they stated they would give us a partial refund. They offered $30 at first, less than half the cost of the install. Now, after two days of phoning them and leaving messages, they have finally called back and offered to refund $70, the price of the install. I would think that was fair if not for two things, our flooring was damaged during the install, and now we are having troubles getting a $50 discount from price matching from Best Buy (they promised to price match to within 30 days of purchase, we are currently at 7 days). If you include the price match, our refund is realistically $20.

It has not gone well. We are wasting out time phoning again, and again. Everyone you speak with seems sorry, no one is willing to give a reasonable refund. This experience has been a disaster.

Edit: They issued a fair refund.

I recently purchased a dryer from Trail appliances for a rental unit. This was a smooth and easy process and very happy with the purchase. Kittie in particular was extremely helpful and supportive. Would highly recommend and purchase other appliances from her and her team.

Great experience from start to finish. I was in need of a new dryer and washer pair as our dryer failed. Kittie Stewart was amazing. With the lack of inventory and selection she was able to find something suitable and get it delivered the same week. I am a very busy professional working as a general manager in charge of several luxury car dealerships. Time and ease are extremely important to me. Kittie and the team handled everything from the disconnect and haul away of the old appliances to delivery and installation of the news ones. Well done!

Kittie was great at helping me purchase a washer and dryer over the phone referencing the website. She researched the size I needed and sent extra information to help in my decision, arranged a quick delivery and followed up on my questions re installation. Very helpful and informative.

Kittie Stewart was incredibly helpful. Two weeks before the holidays our wall oven failed. She was able to organize a new one, including delivery and installation within a week. Excellent service and very professional, I would highly recommend Kittie for your appliance needs at Trail Appliances North Vancouver