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Reviews Paul's TV

Paul's TV Reviews (23)

On 11/11/2014 We received a call from the customer requesting a call in advance to the delivery so they could have time to get to the home. They gave us an alternate Phone# that was not originally on the order. Our delivery team tried calling the Original phone number on the order but is was not a...

valid number. Our delivery team did not get the update in-time to call the correct number. As a result, our delivery team had to move on to the next order. We tried to reschedule the customer for the same evening for our team to return and reattempt delivery, however that was not possible due to the other areas our delivery teams were going to that day. We also offered the customer available days for future delivery attempts but customer refused and Cancelled the order for a full refund.

Per our policy, we require that the TV is confirmed defective by a certified manufacturer technician before we are able to return a TV without restock fees. If the TV is returned and it is not confirmed defective, the restock fee applies. However, as a one time accommodation, we are willing to...

return this customers TV for a full refund as long as all parts and accessories are returned free of any physical damage. If the unit is damaged in any way, we would not be able to return the unit or exchange for a different one.

After further investigation, the reason the customer was not refunded the $202.50 was because Paul's TV shipped the product out and the customer refused at the time of delivery claiming that they knew nothing about the order. Because the item had left our warehouse and returned, per our return...

policy, the customer is responsible for a restocking fee of 15% of the TV's purchased price ($142.50) plus a return shipping fee of $69.99. We accidentally charged the customer less than this ($60.00) [$142.50 + $60.00 = $202.50 total penalty for canceling a shipped order]Paul's TV must charge a restock fee for anything that is shipped out because once the item returns to the warehouse, the product must be opened and inspected for physical damage. Since the product must be opened to inspect, the product cannot be sold at full price because it is an Open Item. Unfortunately, the customer is not due this money back for canceling the order after the product was shipped from our warehouse and a delivery attempt was made. Thank you,

We have investigated the issue here and contacted the store location for additional details. We discovered that the customer was in need of the sound bar immediately and did not want to wait for a NEW one to come into stock. We sold one of the floor displays, which we do not normally sell to guests...

until the items are listed as a discontinued item. However, we made the accommodation to assist the guest and meet their expectations of getting the product right away. Again, they were unwilling to wait for a NEW unit and the store accommodated them when generally we would not have. The sound bar unit was sold to the customer as NEW by mistake when it should have been listed as an OPEN BOX item. All items are tested and inspected before they leave the store location and the unit was in good working order when it left the store. It is also true that the customer was denied an exchange on the defective product due to the unit being owned for more than 30 days after the date the customer took ownership of the unit. The customer is 100% covered under manufacturer warranty for the sound system and should be in contact with the manufacturer regarding repairs or possible replacement. Paul's TV is unable to exchange the sound bar for a NEW sound bar unit due to the length of the time that the product has been owned. To address the question of the Free 32" TV. We had run out of stock of the 32" TV and offered the customer a Price match for the TV for $1000.00 difference in price because the package deal with the free 32" TV had ended and the price went down on the larger TV the customer purchased. Customer agreed to this or else we would not have price matched the order. If the customer is having issues with dealing with the manufacturer and their warranty service, they are welcome to call Paul's TV back so that we can get them in contact with a Manufacturer representative to file a claim on their behalf. We would be happy to assist the customer in going through the manufacturer warranty process but we unfortunately cannot exchange his sound bar as it was reported defective outside of our 30 day defect exchange policy at the time. Thank you, Paul's TV: Claims Coordinator

After further investigation, We discovered that the customer had an open case with the manufacturer and that it was being taken care of through them. The manufacturer advised Paul's TV that they were still reviewing the case because there were pictures sent in by the customer and a certified...

technicians diagnosis stating that the TV has a physical crack on the screen and physical damage is generally not covered under the manufacturer warranty. The Manufacturer advised us that the case is still under review although physical damage is not covered. They are looking for possible accommodation options to further assist the customer. Unfortunately, Paul's TV cannot take liability for damaged products after the product is delivered and signed off on.  Thank You, Paul's TV Customer Service

Mr. [redacted] placed an order via [redacted] on 09/11/14. The order was then fulfilled by Paul's TV when we shipped the product to the customer. Per UPS#[redacted] the product was received on 09/15/14 and we were not notified of any damage to the TV until 09/28/14. Unfortunately, due to the...

customer signing off free and clear we were not able to file claim with UPS. We requested pictures from Mr. [redacted] to review if we are able to claim the TV as a concealed damage. Upon review of this order, management has found that the package was signed for 'free and clear,' meaning that the damage to the TV and packaging were not notated on the proof of delivery. As stated on the delivery invoice, be sure to notate ANY damage to packaging such as dents, creases, or cuts. If there is damage to product, refuse delivery. Once form is signed or released by UPS, you are responsible for any visible damage to product." By not notating the damage to the product and signing the form in this way, the receiver indicates that the product arrived in good condition (free of any damage). We provide our shipping policy with the instructions to inspect the product on our website and in the email we send you with the tracking information. There are also stickers attached to the box which state to ‘Inspect Immediately' – Do not sign delivery checklist before inspection to provide further notice to customers that they must inspect the product before signing off on its condition. Due to the fact that the damage was reported after delivery occurred, it is impossible to hold the shipper responsible. Since no damage was indicated on the proof of delivery and the damage was reported 13 days after the shipment was delivered, we cannot replace this TV. As an accommodation, we offered a discount towards a new order.
Our policy stated via [redacted] does state that we are able to return a product within 30 days as long as it is defective. However, being that the unit is not defective and it is damaged, we are not able to provide an exchange nor return.

Review: I purchased a TV from this company online on September 11, 2014. The product arrived via [redacted] and looked to be in perfect condition. When I turned on the TV, it was defective and the screen was damage from the inside. I contacted them so I can return the item for a refund, and they refused. Their online policy stated here

http:[redacted]returns

states can return if the product is defective in 30 days. They told me since [redacted] delivered it to me, I'm stuck with it.Desired Settlement: I want the total cost, $526.70, refunded back to my credit card. I will gladly ship back the defective item. They need to send me shipping labels, and cover the costs of it also.

Business

Response:

Mr. [redacted] placed an order via [redacted] on 09/11/14. The order was then fulfilled by Paul's TV when we shipped the product to the customer. Per UPS#[redacted] the product was received on 09/15/14 and we were not notified of any damage to the TV until 09/28/14. Unfortunately, due to the customer signing off free and clear we were not able to file claim with UPS. We requested pictures from Mr. [redacted] to review if we are able to claim the TV as a concealed damage. Upon review of this order, management has found that the package was signed for 'free and clear,' meaning that the damage to the TV and packaging were not notated on the proof of delivery. As stated on the delivery invoice, be sure to notate ANY damage to packaging such as dents, creases, or cuts. If there is damage to product, refuse delivery. Once form is signed or released by UPS, you are responsible for any visible damage to product." By not notating the damage to the product and signing the form in this way, the receiver indicates that the product arrived in good condition (free of any damage). We provide our shipping policy with the instructions to inspect the product on our website and in the email we send you with the tracking information. There are also stickers attached to the box which state to ‘Inspect Immediately' – Do not sign delivery checklist before inspection to provide further notice to customers that they must inspect the product before signing off on its condition. Due to the fact that the damage was reported after delivery occurred, it is impossible to hold the shipper responsible. Since no damage was indicated on the proof of delivery and the damage was reported 13 days after the shipment was delivered, we cannot replace this TV. As an accommodation, we offered a discount towards a new order.

Our policy stated via [redacted] does state that we are able to return a product within 30 days as long as it is defective. However, being that the unit is not defective and it is damaged, we are not able to provide an exchange nor return.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The television set was defective. There is no visible damage to it. I purchased the television for my new home. Once my electricity was turned on in my new home I plugged in the set and the screen does not work.

Regards,

Business

Response:

As we have stated in our previous response, due to length of time to report damage; we are unable to provide Mr. [redacted] a return nor replacement TV.

Mr. [redacted] received the product via [redacted] on 09/15/14 and we were not notified of damage until 09/28/14. [redacted] allows Paul's TV to file damage claims within 3 business days, although there is no guarantee it will be approved. Even after 14 days since Paul's TV fulfilled the order, we made an exception to file a claim on Mr. [redacted] behalf. Pictures were requested and sent over to [redacted] for review. After review, the claim was denied due to the length of time the damage was reported.

Mr. [redacted] continues to claim the Television was defective, however, pictures show the screen is damaged. Paul's TV cannot be held liable for TV that was delivered and customer reported damage 14 days after delivery. It is the customer's responsibility to fully inspect and power on the unit immediately. Since no damage was indicated on the proof of delivery and the damage was reported 13 days after the shipment was delivered, we can only offer a discount towards a new TV but not an exchange nor refund.

Review: Purchased a Samsung TV and a Boston sound bar and also paid for installation the sound bar was giving me some problems after about a month then it stopped working after a little over four months I contacted customer service and requested a new replacement they refused and wanted me at my expense to ship it to a specific location to have it repaired its defective why should I have to pay for postage for a repair when the sound bar did not even last six months I am demanding a new replacement and installation of this sound bar which I paid for!Desired Settlement: Replace my sound bar with a new one and install it all which I paid for

Business

Response:

Customer was contacted @ 3:34pm 05/26/14. He requested Paul's TV to exchange the product. However, due to the fact that he is outside our 30 day return/exchange policy, we cannot provide him a replacement. That being said, the customer agreed to call the mfg and we will provide him a shipping label he can use to ship the item back to the mfg for repair or replacement. Once the customer receives the item back from the mfg, Paul's TV will accommodate Mr. [redacted]'s by re-installing the unit.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted]s

During the installation they had taken away all of the boxes and packing materials now they are expecting me to provide packing materials and a box at my expense (who carries that size of box and package materials at home) to ship the product and have it repaired I have requested if I can take it to where it was purchased and they can assist me to package it up and have it shipped but they refused during the installation I asked one of the installers why does the sound bar volume increase and decrease all on its own he explained sounds are controlled by the television networks me being a novice regarding sound bars I accepted his answer now a few months later its no longer working it probably was a sign telling me this sound bar is going to give me trouble I strongly feel Paul's TV does not stand behind the product they sell if only allowing 30 days as a replacement policy not enough time to determine if you were sold a lemon and then expecting the consumer to pay all shipping and materials costs for repairs wow! consumers beware!

Business

Response:

Mr. [redacted]s advised that his soundbar stopped working and since the unit was in the customer’s possession beyond our 30 day exchange/return policy, Paul's TV agreed to provide Mr. [redacted]s a pre-paid shipping label he can use to ship the item back to the service center. We requested for Mr. [redacted]s to notify Paul's TV where the item needs to be sent in order to provide him the labels he will need. Upon the initial offer, the customer agreed to this resolution. Paul's TV has tried to assist Mr. [redacted]s as best as we can that are within our policy guidelines. Please keep in mind, Mr. [redacted]s continues to file disputes/Revdex.com complaints about the same issue. Further, please find attached the document the customer signed indicating that the soundbar was working properly during the install on 11/09/13.

Review: We ordered a 60" Plasma from East Coast TV's in NJ, they used their distributor Paul's TV to ship us the TV. Upon initial inspection of the TV, there was no visible damage so I signed off on it. When my tv professional came today to hang the TV, once hung in the light we could see giant cracks throughout the whole lefthand side of the television. Pauls TV refuses to give a refund or exchange on this $1500 television.It appears through other reviews on the internet that this a common practice of theirs. I am completely enraged and appalled at the bad business of this company. I have never seen anything like this before.They refuse to take any responsibility for sending a damaged television. Obviously, had I noticed the damage I would have refused it but there was no way to see these cracks as it wasn't the glass itself cracked but behind it was. You couldn't see it until the light hit it.Desired Settlement: Full refund of $1,531.47

Business

Response:

Thank you for contacting us about this customer. We are aware of the situation and have been in contact with this customer. Per our records customer East Coast TV’s placed this order ([redacted]) with our company on 11/14 and had this shipped their customer [redacted]. This order shipped on 11/15 with Radiant Logistics under tracking number [redacted]. This order was delivered to the [redacted] on 11/21 and signed for the delivery. In signing and accepting this order the customer confirms this unit was delivered damaged free and in good physical condition. We have full details in regards to our delivery procedures and polices posted directly on our website for our customers to review, along with the confirmation email our customers receive that advises them not sign off on anything merchandise until they’ve inspected the unit and confirmed it’s not damaged, as well as 2 large stickers placed on all our boxes that say inspect before signing. [redacted] didn’t contact us until 11/26 when she went to setup advising us that the TV was damaged and they’ve found cracks in the screen. Unfortunately because this customer signed off free and clear and the damage wasn’t noticed until 5 days after delivery occurred there is no way for us to claim this damage with the freight company or anyway for us to confirm this damage was obtained during transit and not in the customers home. Therefore this claim was denied. We advised the customer that we are not able to provide an exchange or refund for this order. However we did offer the customer to provide a discount or possible a TV at our store cost if they wish to purchase through our company again as an accommodation to this situation. Customer declined our offers for compensation due to this situation. Therefore we consider this matter closed. We’ve attached this customer’s delivery paperwork for your review. Please reach out to us if any further information is needed in regards to this claim.

Thank you,

Customer Service Lead

Paul's TV Corporate

Phone: (888) 728-5712

Fax: (949) 596-8886

Review: 4 years ago, I purchased a Panasonic large screen TV from one of your representatives in Michigan. During that purchase, I was offered an extended warranty, guaranteeing that my TV would be serviced or replaced in full for 5 years after the initial purchase date. I purchased that extended warranty for $350.

On August 6th of this year, my TV stopped working. Since then, my wife has spent no less than 32 hours on the phone with both Paul’s TV and with the warranty company. Our request has been simple - we have asked Paul’s TV and/or the warranty company to cover either the cost of the repair to the TV, or to honor our contract and to give us a new TV at no cost to us.

After 5 weeks of phone calls, emails, and being blocked at every turn, our situation is still unresolved. On September 9th, the repair person who had finally been authorized to work on our TV told us that the warranty company was blocking the purchase of the replacement part. During all of this, at no time has Paul’s TV or the warranty company initiated contact – we have had to be solely responsible for all updates on this process.

When I purchased the warranty from Paul’s TV, there were no options for me in choosing a reputable warranty company. Instead, I was told that if I wanted to protect the warranty coverage for an additional 4 years, it would cost me $350 – this was my only choice. So I chose to purchase that coverage.

Because of the lack of choice offered to me during the purchase of the warranty, my expectation has been that Paul’s TV would step up and be an advocate for me and my family during this situation. Instead, Paul’s TV has chosen multiple times to claim that there is nothing that can be done, since they “have” to work through the warranty company as well. The only problem with this logic is that at this time, Paul’s TV has refused to work with the warranty company to resolve this issue.Desired Settlement: My desired outcome is to either have the TV repaired, or to have it replaced, as is stipulated by the $350 warranty coverage I purchased.

Review: The original delivery of a refrigerator on 2/19 was not completed due to the fact that the delivery personnel could not get the refrigerator into the kitchen due to space limitations. The refrigerator, an icemaker hook up kit and a waterline were returned to the warehouse by the delivery company and Manager [redacted] stated on the phone that he would reimburse my Master Card. When I received my Master Card statement a month later in April I discovered that I was not reimbursed the $794.32. I appeared in person at Paul's TV and talked to [redacted] who was courteous and reimbursed my account $744.86 with the remaining $49.46 to be credited to my account within the next 48 hours, because according to [redacted], he had to call the warehouse and have them do that from their location. When I discovered that the $49.46 was not credited on my account, I called Paul's TV on 3/27 and spoke with Ren, the original salesman, and explained to him the situation. He said he would take care of it that day or the next morning and send me an email verifying it. It still had not been taken care of as of 8:00 p.m. on 3/29. They have my account under the last name of "Dierman" and [redacted] stated he could not change the name of the account but to use my phone number to pull up the account. I need assistance getting my $49.46 credited to my account. I will overlook the fact that they advertised a free tv (at a specific size) after I purchased a bed at Furniture Row but ended up giving me a tv that was smaller than the size that they advertised.Product_Or_Service: samsung refrigeratorOrder_Number: [redacted]Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: RefundI want my account credited the $49.46 they owe me.

Business

Response:

Customer was contacted @ 10:00am 05/27/14. I verified with our accounting department that Paul's TV refunded him the amount listed on the complaint on 3/25/14 and 3/29/14. Customer confirmed he has received refund from his Credit Card company.

Review: The Company sent us a card, inviting us to their store for an event on 05/06/2013. The Company promised:"OUR FREE GIFT TO YOU $ 50 GIFT CARD NO MINIMUM PURCHASE"We (my wife and I) drove about 32 miles roundtrip. When we reached at the store, [redacted], Tean Leader, told us that there is no free gift. We must purchase some appliance to get $ 50 rebate. We argued but of no use.We wrote letter to Mr. [redacted] on May 24, 2013 but received no reply so far.Desired Settlement: A monetary compensation and a warning to stop such practices:1. Gift Card as advertised $ 50.002. Cost of criving 32 miles 17.763. Compensation for time wasted 50.004. Penalty for false advertising and irresponsible behavior 117.76 Total $ 235.52

Review: I purchased a television from Pauls TV store located in Avon, MA on 5/23/2015. the product appeared new. After 2 -3 days the television began to shut off unexpectedly. At first it happened 1-2 times a day, then began occurring more frequently, averaging up to 5 -6 times a day. on 6/4/15 I first contacted Paul's TV and was told that they could not do anything as there are no more of these in the state of MA to exchange it with. I needed to call Sharp and start a service call for repair. I spoke w/Sharp and didn't feel I should have to wait for a service repairman. The television was 11 days old, well within the 15 day return policy. I called back, I have spoken with Evan and Johnathan and have been told that if the store does not see the defect I have to pay a restocking fee. This is all unacceptable. I should go to the store for several hours with the television plugged in to wait and see when it happens.

All I wanted was a refund for a defective product. I do not feel that repairing an 11 day old television is satisfactory. I am concerned as to what else will go wrong now with the Tv after the warranty expires. I understand that defects happen, but they should stand by their products and offer to help their customers. Thank you

[redacted]Desired Settlement: All I want is what I paid for. A new 55" TV in working condition

Business

Response:

Per our policy, we require that the TV is confirmed defective by a certified manufacturer technician before we are able to return a TV without restock fees. If the TV is returned and it is not confirmed defective, the restock fee applies. However, as a one time accommodation, we are willing to return this customers TV for a full refund as long as all parts and accessories are returned free of any physical damage. If the unit is damaged in any way, we would not be able to return the unit or exchange for a different one.

Review: paid 1,999 dollars for a tv that is defective and there company will not refund money or retrieve the defective merchandiseDesired Settlement: my bank gave a temporary credit and pauls tv will not comply with texas lemon law they sent a defective product and wont replace or refund my money I need help my bank is reversing my temp credit and im out 1,999 dollars people need to know how this business does crooked dealings with us as consumers please help!!!

Business

Response:

After further investigation, We discovered that the customer had an open case with the manufacturer and that it was being taken care of through them. The manufacturer advised Paul's TV that they were still reviewing the case because there were pictures sent in by the customer and a certified technicians diagnosis stating that the TV has a physical crack on the screen and physical damage is generally not covered under the manufacturer warranty. The Manufacturer advised us that the case is still under review although physical damage is not covered. They are looking for possible accommodation options to further assist the customer. Unfortunately, Paul's TV cannot take liability for damaged products after the product is delivered and signed off on. Thank You, Paul's TV Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

they are passing the buck any packages received by consumers have to be signed for, how can that relieve them of their responsibility to us as consumers as any company requires a signature that it was received, they need to refund the money back as we did everything possible to resolve this issue I certainly would either send someone to pick up the defective tv and replace it, im out 1,999.00 just because we signed for arrival of the tv that should be against the law to screw consumers for that ridiculous assumption that the tv was in perfect working order since we contacted them the next day for the complaint and certainly let them know about the issue there certainly not trying to resolve this issue responsibly and blowing us off we would like the refund or have them pick up the defective one and return a brand new working television.

Business

Response:

Paul's TV cannot take liability for this damage to the TV that was confirmed by a Manufacturer authorized technician. Attached is the customers signed Proof of Delivery (POD) form. At the bottom it states that the customer signed that the product was received in good condition on 1/26/2015 at 11:05 AM Central Time. The customer reported the possible defective issue the next day on 1/27/2015 and it was noted at 6:32 PM Pacific Time. Unfortunately, because the product was delivered and signed free and clear of damage, and the customer reported the unit would not power on after he had assembled the unit, a service visit had to be scheduled to determine why the unit would not turn on. It was discovered to have physical damage on the screen and thus would not be able to be exchanged by Paul's TV. Thank you, Paul's TV Customer service Representative.

Review: On November 9, 2014, I purchased three items from Paul's TV: 1 - Samsung 75" 4K Smart 3D LED TV, 2 - Samsung 3D Blu-Ray player,3 - Yamaha Soundbar with Wireless Subwoofer. Complaint 1 - I was told on the phone that because of the holidays, I would get a smaller Samsung flatscreen TV (42" I think) for free. However, when I purchased the items above, the salesperson didn't mention the free TV. Later that day, I called back to inquiry about the TV and the salesperson said I could pick it up a few days later. When I called back several days later, the salesperson offered to provide a $1K refund because the TV wasn't available. I agreed and got the $1K back. Complaint 2 - The salesperson highly recommended and pushed an open-item Yamaha soundbar that had been returned and was immediately available. However, the soundbar cuts out all the time and doesn't even turn on sometimes. You have to unplug it 3 or 4 times usually to get it to work. When I first realized that the soundbar was defective, I tried to return it but the salesperson claimed that it was too late to make a return as it was 2 days past the Paul's TV Return Policy for Open Items. He said I would have to take it up with Yamaha. However, the salesperson and Paul's TV caused this problem, and it's their responsibility to correct it. In short, my complaint revolves around the fraudulent sales practices of Paul's TV. Even though I was entitled to it, the salesperson didn't mention the free TV, and he knowingly pushed a defective $900 soundbar. Sure I got part of the money back as a consolation for the "mixup" with the free TV, but I think that only happened because the salesperson knew the soundbar was defective and I hadn't caught on yet. As soon as I called to complain about the soundbar, you could tell the salesperson was waiting for the call and refused to exchange the soundbar or let me return it.Desired Settlement: I want to exchange the Yamaha soundbar for a new one (in the box -- not used or open-item like last time...).

Business

Response:

We have investigated the issue here and contacted the store location for additional details. We discovered that the customer was in need of the sound bar immediately and did not want to wait for a NEW one to come into stock. We sold one of the floor displays, which we do not normally sell to guests until the items are listed as a discontinued item. However, we made the accommodation to assist the guest and meet their expectations of getting the product right away. Again, they were unwilling to wait for a NEW unit and the store accommodated them when generally we would not have. The sound bar unit was sold to the customer as NEW by mistake when it should have been listed as an OPEN BOX item. All items are tested and inspected before they leave the store location and the unit was in good working order when it left the store. It is also true that the customer was denied an exchange on the defective product due to the unit being owned for more than 30 days after the date the customer took ownership of the unit. The customer is 100% covered under manufacturer warranty for the sound system and should be in contact with the manufacturer regarding repairs or possible replacement. Paul's TV is unable to exchange the sound bar for a NEW sound bar unit due to the length of the time that the product has been owned. To address the question of the Free 32" TV. We had run out of stock of the 32" TV and offered the customer a Price match for the TV for $1000.00 difference in price because the package deal with the free 32" TV had ended and the price went down on the larger TV the customer purchased. Customer agreed to this or else we would not have price matched the order. If the customer is having issues with dealing with the manufacturer and their warranty service, they are welcome to call Paul's TV back so that we can get them in contact with a Manufacturer representative to file a claim on their behalf. We would be happy to assist the customer in going through the manufacturer warranty process but we unfortunately cannot exchange his sound bar as it was reported defective outside of our 30 day defect exchange policy at the time. Thank you, Paul's TV: Claims Coordinator

Review: I purchased a Samsung [redacted] from [redacted] TV 07/08/12 with the extended warranty for 5 years. On 11/11/2013 the TV stopped working, I called Pinnacle Service solutions group who handles the warranty service for [redacted] TV, They sent a Tec out on 11/19/2013 he was here two minutes and determined a panel blew out. Said someone would be in contact with me in a couple days .To this day no one has contacted me . I have called them and every time they say someone will be in contact with you in 24 hrs. I had to go out and buy a tv because I will be going on five weeks without a TV. I called last week and told them I would like this resolved by Monday and I got no response.Desired Settlement: I would like a total refund of 1777.79

Business

Response:

Mr. [redacted] purchased a [redacted] along with an extended service plan on 07/15/12. The warranty company known as [redacted] informed Paul’s TV they were looking into replacing his TV on 12/02/13 and requested certain information in which we responded. Mr. [redacted] filed a complaint on 12/06/13 stating that no one has contacted him and feels like he is getting the run around. One of our customer service agents contacted Mr. [redacted] on 12/06/13 and informed him that we were waiting approval from [redacted] to proceed with arranging delivery of a new TV. He was advised that we will be following up with [redacted] to ensure his claim gets processed quickly.

On 12/07/13 [redacted] contacted the customer directly and notified Mr. [redacted] that he was approved for a store credit for the amount of $1,347.99. The store credit authorized by [redacted] was the same amount he paid for the TV (see invoice attached). Customer refused offer and demanded all his money back with tax and warranty cost. Customer filed another complaint to Paul’s TV on 12/10/13 stating he had to purchase a new TV since he has received no assistance from Paul’s TV or the warranty company. However, I personally called Mr. [redacted] 12/09/13 to advise him were still working on his claim and waiting for [redacted] to approve a credit (this was before I received all notes on his file 12/14/13). [redacted] contacted me 12/14/13 and advised me that they have been in contact with Mr. [redacted] and are waiting for him to call back and accept the store credit for the amount of $1347.99

I contacted Mr. [redacted] directly 12/15/13 to advise [redacted] was waiting his approval and needed to call them back. If he accepted the store credit they will be forwarding the authorization to me and we can proceed with arranging a new TV. Customer refused to call them back and only wants the same TV he originally purchased. I advised him that we no longer carry that same TV since it was last year’s model. Mr. [redacted] was not satisfied with any resolution and before ending the call he mentioned to forward his complaint to Revdex.com and Attorney General. I called and left another message 12/20/13 as a follow up to advise him the offer still stands from [redacted].

In conclusion, both Paul’s TV and [redacted] have been in contact with Mr. [redacted] multiple times and are more than happy to assist him. Customer has the option to accept a store credit that will be issued to Paul’s TV, however, he can also accept a check directly from [redacted].

Thank you,

Claims Coordinator

[redacted] TV Irvine Corporate Office

Phone: (949) 596-8800

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

This can go back and fourth but when I kept calling all I got was someone would be in contact with you in 24 hr We are waiting for [redacted] TV to respond. Now [redacted] is saying they were waiting for the warranty company. That dose not matter, the way It stands now is that I explained the whole thing to Samsung and They are going to fix my Tv. So now that this is going to happen I would like a Check for $250.00 for the extended warranty. Samsung is covering it Not [redacted] Tv.

Review: On Sunday Nov 9, 2014, I called and spoke to customer service agent:

E-Commerce Consultant

[redacted]'s TV Corporate Office

Direct Line: [redacted] s[redacted] After many conversations, I purchased a washer and dryer unit from him. I explained to him, that my reasoning in purchasing the unit was partially because they had it in stock and could deliver it by today Tuesday November 11, 2014. The contact info for the delivery that I provided, and clarified with [redacted] was not entered into the system. So when the delivery company showed up no one was home because we did not receive a call. Once we discovered what was going on, we were told the delivery company couldn't wait 30 mins for someone to drive to our home, the delivery company DSI told us there was no information provided on the delivery slip as to who they were supposed to call. Between my husband, and I we have spent roughly 5 hrs going back and forth with [redacted]'s Appliances and DSI trying to get them to delivery or washer and dryer as promised today. DSI's delivery team since they did not deliver or install or washer and dryer today are a head of schedule, and the delivery team is refusing to come back since the mistake was made by [redacted]'s Appliances.

After speaking with [redacted], another customer service rep., he has told me that the soonest they can deliver the washer and dryer is Friday, which is unacceptable. You missed the delivery date and the problem should be reconciled promptly as in the following day. He has stated there is nothing they can do and if I don't want it delivered on Friday I can cancel the order. The washer and dryer set is sold out at all other competitors and their store so I can't purchase it from some place else. My family is not without a washer and dryer for another week, which is unacceptable.Desired Settlement: I would like for my purchase to be delivered tomorrow 11/12. And to be compensated for the inconvenience they have caused my family.

Business

Response:

On 11/11/2014 We received a call from the customer requesting a call in advance to the delivery so they could have time to get to the home. They gave us an alternate Phone# that was not originally on the order. Our delivery team tried calling the Original phone number on the order but is was not a valid number. Our delivery team did not get the update in-time to call the correct number. As a result, our delivery team had to move on to the next order. We tried to reschedule the customer for the same evening for our team to return and reattempt delivery, however that was not possible due to the other areas our delivery teams were going to that day. We also offered the customer available days for future delivery attempts but customer refused and Cancelled the order for a full refund.

Review: We purchased a flat screen tv online from Paul's TV. It was delivered late in the day on thanksgiving eve. The delivery person asked my husband to sign for receipt of the TV, which he did. When we unpacked the tv on that Saturday, there was a large crack in the screen. I called Paul's immediately. They apologized for the problem, assured us that they would fix it and asked for pictures of the damage, which I sent immediately. They emailed the next day asking for more pictures, which I also sent immediately. I called every day for a week to find out the status of the replacement. Every day, they told me they would call me back within 24 hours with an answer. I never received a call or an email. After more than a week, they told me the claim "was being denied" and they are refusing to replace the TV or refund our investment of over $500. We have done nothing wrong, we bought this item in good faith and followed all necessary steps. This item was meant to be our family Christmas present and it is unusable. PLEASE HELP!!!Desired Settlement: We would like a full refund for our purchase which is unusable. We originally asked for a replacement but I am afraid to take possession of anything from this company after this experience.

Business

Response:

Thank you for contacting us about this customer. We are aware of the situation and have been in contact with this customer. This customer placed an order [redacted]) with us on 11/20 and the unit was delivered back on 11/27. Customer advised us of damaged 4 days after delivery thus being the reason we denied this claim. After which point the customer contacted our store location which in turn was forwarded to our management. This claim was resubmitted to upper management who decided to authorize a return of this unit as a onetime customer accommodation. Customer returned the TV to a store location and the refund for this purchase ($529.99) was processed on 12/23 back to their account used to purchase this unit. The refund generally takes between 3-5 business days to reflect back to a customer’s account. Therefore we consider this matter closed. Please reach out to us if any further information is needed in regards to this claim.

Thank you,

Customer Service Lead

Paul's TV Corporate

Phone: (888) 728-5712

Fax: (949) 596-8886

Review: I was sold a TV at a going out of business sale at a local Paul's TV over the phone. I was told I was receiving a brand new TV. After having it just a few days we noticed issues in the screen. I called and got the run around, had to go through the manufacturer is what Pauls told me. I call Vizio the manufacturer and they say the TV is recertified and that Pauls is not a authorized retailer so there is no manufacturers warranty with this product! I then called back pauls put on a long hold I was at work so tried the live chat which you can see the screen shots from on this FB link. It was the 3rd chat session I opened when I finally got a hold of "[redacted]" and he was the most rude individual I have ever come across in a customer service position!

[redacted]Desired Settlement: Replace with a new in box tv of same size and features or bigger and better with the extended warranty ! and a personal apology on behalf of the rude employee

Review: On March 28, 2015 I contacted Paul's TV via telephone and paid $1,04049 via Debit card for a large screen TV...I requested a "courtesy call"for when delivery and installation would be made...I NEVER received a call....

At exactly 6:40 P. M. as I am having dinner on March 30, 2015 Paul's TV showed up wanting to deliver and install the TV...I refused to allow them access to my home, so no delivery or installation occurred...I contacted Paul's TV and canceled the purchase of the TV and requested a refund of my payment, in full...I received a notice there would be a 15% restocking fee for something I never received...On April 6, 2015 my Mastercard account was credited with a $837.99 deposit, $202.50 less than Paul's was paid.. It is fraudulent to collect money for something that never occurred, delivery merchadise...I am still owed $202.50 by Paul's TV!! Thank YouDesired Settlement: $202.50 deposited to my account!!

Business

Response:

After further investigation, the reason the customer was not refunded the $202.50 was because Paul's TV shipped the product out and the customer refused at the time of delivery claiming that they knew nothing about the order. Because the item had left our warehouse and returned, per our return policy, the customer is responsible for a restocking fee of 15% of the TV's purchased price ($142.50) plus a return shipping fee of $69.99. We accidentally charged the customer less than this ($60.00) [$142.50 + $60.00 = $202.50 total penalty for canceling a shipped order]Paul's TV must charge a restock fee for anything that is shipped out because once the item returns to the warehouse, the product must be opened and inspected for physical damage. Since the product must be opened to inspect, the product cannot be sold at full price because it is an Open Item. Unfortunately, the customer is not due this money back for canceling the order after the product was shipped from our warehouse and a delivery attempt was made. Thank you,

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Description: Television & Radio - Dealers, Appliances - Major - Dealers

Address: 1560 Brookhollow Dr, Santa Ana, California, United States, 92705

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