Sharon from Port Coquitlam

My husband and I purchased all our appliances from Trial Appliances near the end of Jan 2015. On the day of delivery we received 4 extremely rude calls from the Trial Appliances delivery driver stating he was lost and needed directions. Each time there was no greeting,not even a how are you, simply "where are you what is the cross street and how do I get there". Needless to say the calls were more rude each time and when he finally arrived about 40 minutes late, he stood at the door without any greeting and looking very angry. The first words he said to me were " don't you have stairs at the back?". I advised him we did not and that we had moved our previous appliances in through the front stairs without any difficulty. He then stated this was "impossible" and proceeded to ask me for a cement drill as he said he needed to remove our outside gate. He further stated he was not going to lift the appliances over the gate as this would injury his back. First of all I didn't ask him to lift it over and second I offered for him to bring it through the garage which seemed a lot easier. He chose to bring it to the front and another delivery man with him removed our gate with a drill they brought with them. They damaged the railing and fridge on the way up. The driver also informed me our dishwasher was not on the truck and when I told him it was was to be delivered he said "I don't load the truck" and left it like that. This is an appliance we had paid for about 6 weeks ago and I would at least expect him to look into it especially since I showed him the invoice. This man was extremely unprofessional and rude. The gate was not put back properly and because I was alone and there were 3 delivery men I felt very intimidated and didn't say anything. However as they were about to leave my husband came home and saw the damage to the stair case, fridge and gate and got upset. The delivery driver then started to argue with my husband saying we should have taken measurements and then started yelling at his coworker for removing the gate. They were arguing right in front of us. Nearly 2 months later, we were finally contacted by a manager, who apologized and said he would rectify the situation. He informed me there were several issues with this driver and he would be dealt with. He and our sales man, Fred, were very pleasant to work with and it's unfortunate that we got such a rude and unpleasant delivery driver.

I purchased a desk with wall unit and when I picked it up and brought it home, I discovered many nicks and scratches. The sales person stated that a "quality check" of the furniture would be performed prior to pick up. I called the sales person and after the second attempt I was instructed to email customer service. I emailed pictures and described all the deformities. I recieved an email back basically stating to "describe the issues" even though I had already described and even emailed pictures. I then called the customer service department and spoke with Andrea. When I informed her I expected more from a desk that cost over $2, 000 she proceeded to tell me that her desk cost "double this" and that $2, 000 was not a lot of money. She proceeded to say that Sandy's Furniture was a "warehouse" and that they only store the furniture and don't make it or restore it there. She said I could come by and see another one and if it was okay I could exchange it. She also said she did not know where the damage occured as I had the desk for "a week." When I reminded her that I tried calling twice but could not get a hold of my sales person she stated "why would you call the sales person you need to contact customer service". I am not sure why she would assume I know this and I found her to be extremely rude and condescending. As we were on the way to the warehouse to view the other desk, we recieved a message from Rob at the warehouse stating that the other desk had been checked over and it was also damaged. When I informed Andrea, she stated the desk was now "repaired" as their "in house" repair man fixed it. When I infomed her that she previously told me (very rudely) that they were "soley a warehouse she changed her story and said there must be some "miscommunication" and that she as the "customer service manager" would never say this. Since the desk is very large and heavy I asked her if she could send the repair man to my home or arrange an exchange. She stated that since I picked up the furniture and did not pay the $89 delivery fee, she could not as they were a "business" and needed to make money. I can not even believe the unprofessionalism of this lady and this company. I will never shop there again and am not a satisfied customer to say the least. Also this lady seemed to have some sort of superiority complex as she kept pointing out she was the "customer service manager" and had furniture that cost a lot more. A few days after I posted this, I was contacted and a repair man was sent to my home to touch up the desk. Although it should not have come to me having to post this to get proper service, I appreciate the lady who called and the repair man were very nice and helpful.