P.C. Richard & Son Inc.

Review: I ordered a item from this company on the November **, 2013 and I was suppose to receive my item in 3-5 days through delivery from their company and have paid my money for the product and have not received it because they have stated now that they have to order the item from the manufacturer but have the item available on their store webpage and have accepted payment for the refrigerator. It does not make sense to collect money for an item that is said to be in stock but then they don't have the item and have told me to wait 2-3 weeks for the product which I paid for.Desired Settlement: I want my Refrigerator Product delivered to me ASAP without any defects or other problems...

Business

Response:

That refrigerator is not currently in stock at our warehouse but has been ordered from Haier by our buyers office and is expected to arrive the week of December [redacted] as it is currently on back order at Haier. We will set up a delivery date as soon as we receive it from Haier.

Review: I buy a washer and a dry I call them I do not like how they work and will pay more to get something else or a know brandDesired Settlement: I will pay if I have to exchange the washer and dry

Business

Response:

Tell us why here...Customer must contact the head of our Internet Sales Department [redacted] at [redacted] We do not sell products on a trial basis and it does look like we have already exchanged a pair of Amana products for this customer for the ones that they now have as a courtesy. So, I do not know if [redacted] will excahnge these as well. That is totally up to him.

Review: Purchased over on or about Nov. *, 2014. The door was broken and the light was NOT working. Service man made me wait home and never showed. They finally called to advise he was sick and forgot to call his customers. Another 2 weeks went by no one showed to fixed the over or called. I called them and they sent over a repair man and parts were missing. I continued to complain that the oven was getting way too hot. The repairman said it was fine. I called yet again and demanded a new oven but they will not release one until they try to fix this one. As a result I had a small kitchen fire last night. I took video and pictures. I am going to call today and demand a new oven for Saturday's repair 1/**/15. This has been going on through the holidays. I am tired of being jerked around. I paid for a new oven. I cannot continue to purchase take out. Please helpDesired Settlement: I want a NEW OVEN ASAP. No one should have to chase down a company so large.

Business

Response:

Tell us why here...The oven in question has already been set up to be exchanged on 1/**/15.

Review: On Jan ** I placed an order for a laptop; the order was confirmed, and immediately charged to my store credit card. Anytime I check the order there is no update. At no time was I contacted to say there were any issues. I emailed for an update on Jan [redacted], [redacted], and [redacted] - no response. On the [redacted], I called - 25 minutes of holding and dealing with the most incompetent employee. I was given the runaround and no clear answer. In the end it was stated that they refuse to fullfill the order. It is now Jan [redacted] - not only was the order not cancelled as I was told it would be on the [redacted], my card is still showing the charge. I should have never been charged in the first place without fulfilling the order.Desired Settlement: I would like my card refunded the charge immediately ( $653.24)

Business

Response:

Tell us why here...This customer has to contact the head of our Internet Sales Department Jason N[redacted] at [redacted] or at ###-###-#### and give him the invoice number [redacted] because it looks like that this order was shipped via [redacted] to the address on that invoice and therefore cannot be refunded until Jason puts a trace on it to see what happened to it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Your integrity is so compromised you can't even keep things straight - you know very well this item has not shipped. One minute you're saying it has shipped , then the next you're sending an invoice with a refund - so which is it? Despite the invoice my card still shows the full balance. I have spent enough time and aggravation dealing with this - not my position to continue to resolve this when this is now the 6th attempt.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Tell us why here...$653.24 was refunded back to your PC Richard credit card ending in [redacted] on 1/**/16. It will not appear until your next bank statement but the bank should be able to verify that refund if you contact them at ###-###-#### and give them your account number. We did what we had to do from our end, the rest is up to whatever the bank's proceedures are. That sale has been cancelled and you owe nothing to anyone regarding that invoice [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: A refrigerator was purchased on 7/*/2015 and right door had a small dimple on the surface when it was delivered. We requested a new door & was told it would be taken care of. A door was shipped to our home & we called service to have it installed. It ended up being the left door in error so we called the store & asked them to please order the correct door. No replacement door was ever ordered in spite of numerous calls to the store and promises by a manager and an office employee by the name of Jennifer that it would be taken care of. The manager was rude on the phone when I complained about how long this was taking to rectify. My husband went to the store yesterday on 11/**/15 and spoke to the salesman regarding our situation. He just called this morning to say it was never ordered and that he will take care of it but it is going to take 8 weeks to get the door. The customer service at that store is horrendous & they don't seem to care either. I would never recommend buying anything there.Desired Settlement: I would like the refrigerator right side door replaced immediately. We have waited long enough!

Business

Response:

Tell us why here...We have placed a return authorization on this customers invoice [redacted] so that they can exchange the refrigerator for a new one or if they prefer they can take a damage allowance and keep the one they have as is. We do not order new doors because they take 10 to 12 weeks to get and more often than not are received in worse condition than the ones that we are looking to replace. Customer can contact the store and all the information they need will be noted on their invoice.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I would like to know how much the damage assessment would be.

Review: We called PC Richard to have our mattress inspected for a warranty issue because both sides of the mattress were caving in considerably. They set up an appointment for January.

The gentleman came out and was very rude and he looked at the mattress. He said the bed frame was broken and that's why it was sagging, not true because those thin metal beams provide no support for the boxspring. Then he took some photos with a iPad, which doesn't take decent photos to begin with, I have the same iPad I don't use it for taking photos especially not when the light isn't turned on in the room and the blinds aren't open, of course you are going to get shadows on the mattress. He even stated while he was moving everything around that he does service appointments for TVs and not mattresses so why he was even sent was beyond me. He then left and sat in our driveway for an hour doing whatever it was that he was doing.

Over a month went by and we were told we would hear something in two weeks. We heard nothing so we reached out to PC Richard, talked to a few people that were going to call us back because they couldn't access the photos. Never received a call back. Called back again and asked to speak with a supervisor and we talked to Diamond W[redacted] and she stated that they NEVER even submitted the claim which was NOT relayed to us and that there was a stain. There were/are no stains on the mattress and I sent her photos via email to prove that. She said she was submitting the claim on February [redacted]. I have sent her two emails with no response from her or PC Richard again.Desired Settlement: We would like the mattress replaced or a full refund for the mattress so we can purchase a new mattress. A mattress should not sag that badly after a few months.

Business

Response:

Tell us why here...Will forward this complaint to Diamond W[redacted] and make sue that she follows up and contacts this customer as she is the supervisor in charge of all bedding issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

She is not following up, no one is which is the problem. I have sent her 3 emails to her with no response. The last email was sent March [redacted] with no response from her. Just like when the claim was never submitted and no one followed up with us to let us know they weren't going to submit it. This company and their lack of customer service is a joke. You just can't not respond to customers and not submit claims without letting them know. She said our claim was submitted on February [redacted] and this was her response "I got the email will send over and give you a call I’m here until 7"

She never called and I have sent multiple emails to her with no response. At this point I feel like I should have bought our mattress elsewhere. The mattress sucks, it sags like crazy and it has been turned every bedding change which is weekly. I have had cheap mattresses hold up better than this. Your company is dropping the ball on customer service plain and simple. When emails and phone calls go unreturned that is a problem on the company's part, not the customers. Take the mattress back and give us our money back. You aren't willing to solve the problem apparently, you just say we will forward it since she is in charge. If she won't respond when I email and call her repeatedly, saying you will pass this along is NOT SOLVING ANYTHING. It's just a generic response to a problem you don't want to deal with.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Tell us why here...Please call Diamond W[redacted] at ###-###-#### today as she has been trying to contact you. She has notes on your invoice from today that as soon as you call ###-###-#### the telephone representative will transfer your call to her. You can discuss all the issues with her at that time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I've already spoken to Diamond however I don't want to close this complaint until I actually get to the store and receive my mattress.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Purchased a viking range back in November. Door does not close. They have sent 3 service men but not one could obtain the necessary parts to fix. They need a door hinge. The oven light remains on 24/7 and the heat escapes. Also came without one of the stove handles but we went to the store and were able to obtain one. They told us they mailed us a new one and we have still not received this piece.Desired Settlement: I would like a replacement oven. We not only purchased a $5,000 oven but also paid for a warranty.

Business

Response:

Tell us why here...This customer is under the manufacturers warranty and has spoken to Joe G[redacted] at the store where their purchase was made. He has contacted Viking in an attempt to get a manufacturers return authorization which is necessary before any replacement can be made. We suggest that they contact Joe G[redacted] at that store and see if he has received a reply from Viking regarding this issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Does he not think I have contacted the salesmen and also the manager, Steve, to no avail. Spoke to Steve on Friday and Wednesday, didn't call back Friday and he said he would call today and he has not.Told me they overnighted a handle about 2 weeks ago and lo and behold it never arrived. This is a lemon of a oven, please replace under the lemon law. The oven light will soon go out also as the door has not closed and the light has been on 24 hours a day for about 3 months.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Mr. W[redacted] has not responded at all to my last email. Wouldn't it be easier for you to contact him instead of me being in the go between? I have sent him a new email. Also my husband tried the store manager again today and he was not in. Who is this Vince C[redacted] and why is he the only one who can help? Who is over him?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Tell us why here...We will give this customers information again to Mike Ward and have him respond to the customer. Vince C[redacted] is a supervisor at Viking and since the customer is under the manufacturers warranty at this time it is up to him to authorize a return authorization so that we can pass that along to the customer and once the old unit is picked up from the customer we can then send it back to Viking for a dealer credit. Without that authorization we would have to scrap that product. If Viking is not able to replace the parts needed or resolve this customers issue then it is up to them to issue an authorization to retrn that product to them since the customer is under their manufacturers warranty at this time. Perhaps this customer should contact Viking directly at ###-###-#### and see what progress they have made with Vince C[redacted] regarding getting getting this issued resolved.

Review: I purchased a Samsung Range and refrigerator from PC Richards in [redacted]. When the range was delivered it was broken and the delivery men documented it on the delivery slip, they were also suppose to take the old refrigerator and failed to do that as well. I called PC Richards and requested a new oven which they refused but they sent someone to repair it. I only use the oven once a week to cook for the week unless there is a holiday in that week. I was hospitalized and haven't used the oven in several months due to being hospitalized and having surgery. On Sunday the [redacted] of September I was cooking for the week for the 1st time in approximately 4 months. In the middle of boiling water and the meatballs baking in the oven the range stopped working for no apparent reason. I contacted PC Richards on 9/**/14 regarding the problem they transferred me all over the place until finally a representative set up an appointment for service to come and repair my oven. The scheduled date was for 9/**/14 and I was told that someone would call before 9 am and that I have to pick up for them so that I would have time for them to come to repair the oven. On 9/**/14, my husband took off from work so that he would be available but he never received a call. I contacted PC Richards who transferred me to service who insisted that I never schedule an appointment. I asked to speak to a [redacted] as this is my oven that is not work and I wasn't able to cook on Sunday and now they want me to wait another week after having to throw out last weeks food. The [redacted] was beyond rude, insisted I was lying and refused to give me an appointment. I told him that I had asked for a replacement in the beginning when it was delivered broken and he said they would never replace it. A $1200 dollar oven is not suppose to break twice within a year especially with limited use. I also should have been accommodated with a more convenient repair as I gave them all the information that the PC Richard employee gave me on Monday so it was apparent that I had called to schedule for service. I will never call service again if I am going to be treated with so much disrespect. I don't trust a second repair on this oven in less than a year. I had another Samsung oven purchased from another store that is used everyday by my tenant and has yet to have a problem. Since this oven was delivered broken and now broken again within the year with limited use I want a replacement. Ranges are meant for everyday you and this oven barely took maybe 30 uses before it broke for a second time.Desired Settlement: This oven should have been replaced in the beginning when it was delivered and was not working. With the limited use of this oven this oven should not have to be repaired for a second time in a year. I have the same model but without the double oven that I purchased right after this purchased from [redacted] that has yet to haven a problem and my tenant uses it every day. They supplied a defective problem from the beginning and then decided not to honor the date that I was schedule for service.

Business

Response:

Customer is under the manufacturers warranty at this time and has been scheduled for service on 9/**/14. If the range is deemed to be unrepairable or uneconomical to repair by the tech at that time, then we will issue the customer a credit to exchange or reselect. Samsung requires that repair be attempted while under their warranty as does our extended warranty. The only other service call on record for this range was on 9/**/13 when the tech found and secured a loose wire.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I made a complaint on monday after the stove failed while I was using it. The employee that I had spoke to set up an appt for today. When I called service to inquire as to why no one had called me yet they were rude and insisted that I was making the appt up. They refused to accommodate me and now I must go without an oven for another week. My husband had to take off from work for today appointment. I dont trust this company to follow thru with the next appt either. I just got back to work after months in the hospital. Im on a limited diet after [redacted] and I cant even cook. It was hard enough waiting for this thursday how am I suppose to wait for next thursday.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As per [redacted], this customer has been full credit of what they paid to exchange the oven in question or to reselect a different make and model. All this information is on our computer system on this customers invoice so all they have to do is to go to any of our showrooms to reselect a new stove. Have the store refer to their invoice so that they can see all the information needed to process the exchange.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: it was my daughter 8yrs old birthday and I took her to the store to get a tablet on 06/**/2014. we ended up buying Asus tablet for $149 and the case. we took it home and set it up but unfortunately it kept shutting down. so, on friday evening (06/**/2014) I took it back to the store. I met the [redacted] ([redacted]) who was able to turned it back on. I took it back home and it worked. over the weekend it kept shutting down. so I decided to take it back to the store today (06/**/2014), I met the guy ([redacted]) who sold it. he took the issue to the [redacted] but both workers refused to do anything about the issue. I told them that I need my money back but I was told that they cannot do that. I showed them the receipt which shows the 30 day return/refund policy but the refused to honor it. my daughter and I left the tablet with [redacted] and the [redacted] this evening (06/**/2014).Desired Settlement: I need the refund back on my credit card

Business

Response:

A refund is not an option as our Merchandise Return Policy states that I Pods, I Pads, Computers & Tablets are non refundable if opened. If the unit is not working we can exchange it for a new one for this customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. If a new tablet will be issued

Sincerely,

Review: I brought a refrigerator from pc richard's and son retail store. About 2-3 weeks ago I called the service department to fix an issue I had with my refrigerator, which were the light bulbs not working and the cushion from the refrigerator rim door was dysfunctional. Pc richards send a contractor name christens appliances which he fixed the light issue and replaced the cushion rim door. That same day my daughter had speech services being done at home, so I really couldn't check at the moment what the repair guy was doing. My assumptions was that a big corporation like pc richards will hire the best repair company for their customers. That same evening I noticed the door wasn't closing properly and the food was dripping water like sweat because the refrigerator was acting like its opened. I then examine the cushion that christens repair guy replaced and it seem that the cushion didn't fit in the door and looked like it was forced in. I called pc ricahrd service department which is giving me the run around. I want my issue to be fix immediately its been one week and still no more has to come to my home to fix it. This is unacceptable for a big retail store to treat their customers.Desired Settlement: fixed my problem and don't want the same guy to fix my issues please.

Business

Response:

Tell us why here...Cutomer is under the manufacturers warranty at this time but they can cqall us at ###-###-#### and a telephone representative will contact the manufacturer to see if they have a different servicer for this customers area.

Review: my refrigerator broke many weeks ago they came once and have not showed up yet again. we have been on the phone with them everyday .they change all our appointments . this is the second refrigerator we have got from them . we also replace the washer machion . also a stove our dishwasher was missing parts . all this started after I was hit by sandy . please contact me thank you very much .Desired Settlement: I would like a new refrigerator .

Business

Response:

Tell us why here...This customer should call us at ###-###-#### and have a supervisor look into this for them and they can resolve this matter for them.

Review: PC Richards delivered and installed a new ** dryer in my home five years ago. The installer stuffed the duct through the side of the machine without actually connecting it to the blower AND without closing up the vent at the back. This is obviously a HUGE fire hazard. The whole inside of the dryer is covered in YEARS of lint. I called customer service because at the time of purchase I bought the 10 year warranty, but they said that the installation is only warrantied for 1 year so it was not their problem but perhaps the store would be willing to help me. The customer service woman claimed that someone at the store would call me back that day. No call ever received. So the next day I called the store and argued with a gentleman named [redacted] for 45 minutes. He said that there was nothing he could do to help me and that the customer service manager told him that they would not touch the machine -- truly shocking since I purchased a 10 year warranty!!!! He was unhelpful and referred me back to the [redacted] number. I next spoke with [redacted] who only very reluctantly agreed to send out a technician. But he said the technician would only be verifying and diagnosing the situation because they did not believe that their installer would have installed the machine that way and that it must have been someone else (!). When I requested that the technician at least bring the parts required to connect the side vent, he said that was not possible.Desired Settlement: PC Richards needs to take responsibility for this and clean up and properly vent my existing machine so it does not pose a fire hazard or provide a new machine immediately. I am absolutely shocked. We are a family of 5 and cannot wait for weeks for this to be resolved.

Business

Response:

Our tech went out on this call on 10/**/13 and I see that he has ordered the part needed to rectify this problem. We are covering the part needed under the customers extended warranty and will contact them as soon as the part needed arrives.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The problem has not been resolved and has in fact been compounded. PC Richards came on November [redacted] to properly install the side vent on the dryer. I was not home at the time of service, so access was coordinated with the super in my building. I returned home to find that the dryer had been re-installed with a rear vent, not a side vent!! This means that the machine now protrudes 6 inches from the cabinetry in what was already a very small laundry room. Furthermore, the machine now no longer works -- the clothes spin around for hours without drying.

Any help in resolving this situation would be much appreciated.

Sincerely,

Business

Response:

The call on 11/*/13 was not to reinstall the dryer with a side vent. It was a service call for the dryer and our tech installed a drum roller assembly in order to do the repair. If the dryer is now not working I suggest the customer call us at ###-###-#### and a telephone representative will set up a service call for the dryer. As far as the side venting issue goes, I spoke with out installation manager [redacted] nd he informed me that back in 2008 this customer did not contract us to install a side vent and these dryers automatically come to be vented from the rear. I sugges they contact [redacted] at [redacted] to see if anything can be done at this time to re-install the dryer with a side vent.

Review: I purchased a GE convection Stove Model # JGB600SETSS on Nov ** 2012. The Stove went on Fire on August * 2013 and we could not contain it so we called 911 to get the Fire Dept here. Many Trucks showed up form many Companies.. None of them gave us any paper work. We called PC Richards to notify them and they sent an Investigator with in 5 days. After his visit we phoned the Company asking for a New stove. There was no diagnosis given to us as to why the Burner in the Oven Flamed over and was out of control. We were told t hat we will not get a new Stove until they get a Fire report from us. After many phone calls for many days, we tracked down the proper FDNY authority that would create the report for us. As of 8/**13 aT 8:30am we were told by the FDNY that the report still hasn't been created yet and is Not available. I b egged the store to send us a new stove as we have no way of cooking. They refused to honor their warranty or the Contract we purchased form them. We feel we are being held Hostage by this company for a new stove. its not our fault that the Fire report is not available to this date. After 11 Days we are totally frustrated with their behavior and service. I want a new stove Now. Thank you [redacted]Desired Settlement: A replacement and a bad m ark for their not educating us on what the consequences are if the stove should catch fire. And this is a possibility for all stoves. Can GE send a representative to review the stove and make sure that we did not buy a refurbished unit or one that did not pass GE's Quality assurance tests. Please help us Thank you

Business

Response:

This customer is still under the one year manufacturers warranty from G.E.. That being said, we cannot get any authoriztion for a new range for them from G.E. unless we can supply G.E. with that fire report to show that the fire was caused by product failure and not by customer abuse or misuse or by a grease fire.

Business

Response:

I have placed a return authorization on the customers invoice [redacted] so that they now can contact the manager at our Ozone Park store where they made their original purchase and they will have full credit of what they paid to exchange it for the same model or to reselect a different make and model. If they want the same make and model all they have to do is call the store and they will do the necessary paperwork to do the exchange. If they want a different make and model they will actually have to go to the store to reselect.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Thank you all

Review: $1000 PC Richard's rebate never issued despite multiple phone calls to rebate redemption center and visits to store where appliances were purchased to speak to manager and sales person who sold us appliances. I have appliance receipts, copy of rebate form and proof of mailing rebate form from Post Office as directed & within time frame. We have been trying to resolve this issue since last July with no results. The company has given us many different excuses each time we communicate with them as to why a check has not been issued as of yet.Desired Settlement: Rebate check from PC Richard for $1000 as promised when appliances were sold to us.

Business

Response:

The person to contact regarding this issue is [redacted] and he will be able to assist this customer and investigate as to why or why not this customer is entitled to the rebate in question.

Business

Response:

In order to put an end to this issue, I will process a $1000.00 refund back to the customers Visa Card that they used to make this purchase. and put a copy in the mail to the customer today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

This is the first time I ever bought an appliance from PC Richard and Son. There company supposedly prides themself on getting installation done right and in a timely manner. If you call there service department it's all they talk about on a loop recording while you wait 20 minutes for someone to field your call. I recently purchased a washer dryer. My dryer was making a weird buzzing noise so I called in for service. After making an appointment the guy showed up and explained he couldn't do it because they were a stackable unit and they only sent out one person. Now this is something the service center should have recognized. So I then was forced to make another appointment for 5 days later. So the 2 man unit arrives fixes the dryer than fails to reinstall it properly. After they left I did a load of laundry to find out that they didn't properly vent the dryer. Condesation everywhere. After calling PC Richard back and waiting another 20 minutes I was told they couldn't send anyone out till Tuesday. Now I received a call and was told that no one was available Tuesday that they would have to be Wednesday. If I knew how terrible there customer service was I would have went somewhere else for this appliance. I highly recommend going somewhere else. They can't even get basic installation right.

Review: I purchased entire Kitchen Appliance set from PC on 10/**/2009. [redacted] location

Invoice # [redacted]

I purchased installation & 10 year warranty at that time

In September of this year the dishwasher began leaking, not draining after use and not cleaning load. I called for service. Technician arrived and diagnosed 2 parts broken. Parts were ordered. A week later, I received a call from PC Richards telling me parts had arrived and please schedule service. I scheduled service call for the following week. On morning of scheduled service, technician called to inform only 1 of the 2 required parts arrived. Approximately 1 week after that a call arrived informing parts had arrived. service call was then scheduled for following week. We are now into October. Technician arrives with parts and is unable to repair unit. He (PC Richards employee Travis) tells me that the dishwasher needs to be pulled out from wall and he cannot figure out how his installation team installed unit. He requested I call customer service to arrange installation crew to arrive, remove unit, for his repair. I call and speak to representative on customer service. Employee tells me this is an unusual request, that they would have to speak to technician and supervisor and get back to me. A few days later, customer service calls me and tells me that the original install was 2009, too long ago for them to be responsible. I immediately called PC Richards corporate office and spoke to a senior customer service representative. She (name unknown) agreed that this was unreasonable and after waiting a while, she guaranteed that both the installation team and service team would be at my home 11/**/2015. The service tram arrived, but the installation team did not. Because the installation team did not arrive, the dishwasher was not repaired.

I called customer service again and PC Richards HQ. I spoke to 2 people in customer service. Brandi & Diane. Each time I had to recreate the story and they had to look up my order. after 45 minutes, I asked them if they could repair this unit or if not, could they replace. I noted to them I would out of country from 11/** to 12/** and need to have unit working before I leave. I was told that they could not commit to either, that the decision was that of a supervisor named Kevin. I was told it would take a few days for hem to get back to me.Desired Settlement: Either replace or repair without further delay, with compensation for time family members had to take of for PC Richards incompetence.

Business

Response:

Tell us why here...This customer is presently scheduled with parts needed to complete this repair on 11/**. If the dishwasher is not repaired at that time we will offer the customer full credit of what they paid us for the dishwasher in question in 2009 ($950.00) towards the reselection of a new dishwasher. Under the terms of our extended warranty the remaing time of their service contract would be satisfied by this exchange. The customer would not have to pay a new delivery or installation charge at that time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I will follow up with Revdex.com after next scheduled service calls - one for Friday 11/** and another for Monday 11/**.

Sincerely,

Review: Have a front loading Samsung Washer that stopped working (would not fill with water and gave a NF error code) on 7/**/14. Service call was placed on 7/** and it wasn't until Saturday 7/** that someone came. Their website claims Most appliance service calls can be made in your home the very next day, I was at work and my in-laws met the repairman. Website claims: It takes skilled factory-trained technicians with full knowledge of the product to make the necessary repairs. After reading the manual that came with the washer, we were told by him that hot water valve had to be replaced and part would need to be order which would arrive in 3 days but could use washer with just cold water. Once again website claims: P.C. Richard & Son appliance technicians stock nearly 500 parts on each truck resulting in a “first time” completed repair over 75% of the time. (Guess we are the unlucky 25%) Should parts need to be ordered, they are done so from the home using the very latest in mobile communication technology. (Didn't decide to order two other parts until several days later) This reduces the time needed to order and receive the part. You will be notified as soon as the part arrives by phone, email and/or text (if provided) . (Never happened) He apparently got the machine to start and left with a load washing. I checked machine when I arrived home and there was a load of soaking wet clothes in machine sitting in water with a NF error code on front panel. Doesn't sound like a factory-trained technicians with full knowledge of the product. Tried to get repairman back but he was unable to return. They were told a call would be received when the part ordered arrived but never got a call. Spoke to [redacted] on 7/** and 7/** when he finally promised that someone would call the next day. He also advised two more parts had been ordered and this was without anyone else looking at the washer. One of the parts being ordered supposedly has to do a drain pump but why wasn't mentioned when the hot water value was determined to be the problem? The will not allow the scheduling of a return service call without the part in hand. Call was received on 7/** and advised repair could not be done until 7/** and a call would be received advising approximate time. As of 8:45 am on July ** no call was received so my in-laws drove to my house to wait since P.C. Richards doesn't open until 9:00 am and no one could be reached. After arriving at my home, they were able to contact the repair man who said he had 13 service calls and would arrive between 2:00 pm and 6 pm. At 1:30 pm he advised them that he was in [redacted] (about 7 miles away) and had to go to [redacted] afterwards. At 5:45, without any call from repairman, my in-laws phoned him and he advised he was in Long Beach and would call when he was finished but if they couldn't wait, we would have to reschedule. At 6:45, call was placed to repairman and went straight to his voicemail which was full and unable to accept messages. Now 7:22 and still haven't heard from this guy. Our family has purchased two refrigerators, 1 stove, 5 window air conditioners, 3 large flat screen TVs, 3 TV stands and a laptop computer from this company. The lack of service being provided has made us decide to never purchase from here again.Desired Settlement: I don't want to be charged for parts that are unnecessary for repairs. It appears that there is a guessing game going on as to what is needed to fix the problem. I want this problem fixed correctly immediately. This company advertises "they service what they sell" but the wait time is unacceptable and their repairman doesn't seem knowledgeable. I am willing to pay for the actual part needed to successfully fix the problem but feel the multiple service calls are unnecessary and there should be no charge to "service what they sell". If they are unable to fix a product they sell that is less than 2 years old, I want a comparable replacement at no cost. I also want a more exact or smaller window of when this service call is to be made. My husband and I can't afford to take of work just to wait around for someone that "might" show and I can't keep imposing on my in-laws to drive 60 miles round trip to our house to sit all day for nothing. Website and company policies should be revised since they are misleading.

Business

Response:

According to what is on our system, this service call was successfully completed on 7/**/14 at no cost to the customer.

Review: Each time I have a problem with a product purchased at P.C. Richard I get absolutely no service. They simply ignore letters and e-mails. They don't even have the courtesy to contact me with or without a positive or negative response. Their consumer complaint department is non-communicative. There is no response to letter to the complaint department directly or to executive staff.

I had this problem years ago with a TV set.

Now with a stove.

I bought the stove in July, and when they installed it they ripped up the linoleum in my kitchen. Letters and e-mails about this matter are ignored.

I got an estimate from a local carpet shop and offered to have their own inspector come. No response at all; not even to tell me to get lost if they are so inspired.

I would never buy another product from them.Desired Settlement: Have my kitchen linoleum repaired or replaced.

Business

Response:

There are comments in our customer relations file that we have received one estimate for $1176.79 from this customer but no pictures of the damage. We usually require 2 estimates and photos of the damage. That being said, customer should contact us at ###-###-#### and have a supervisor look into what is going on with this damage claim. It has been forwarded to the proper people that should be involved in this claim, [redacted] and [redacted]. Perhaps this customer should contact [redacted] directly at [redacted] or call him at ###-###-#### to discuss this claim.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On December **, 2013 I selected a Samsung Computer for purchase at the Deer Park location. I received assistance from both the [redacted], [redacted] and [redacted], [redacted]. The two discussed with me that the product I wanted was currently out of stock but would be available within the next few weeks (Around January **, 2014) . It was also explained that if I were to open a credit card, I would receive the product at the current sales price with zero percent financing. I opened a card and was asked to leave a deposit towards the computer. It was clearly explained to me that I would receive a call from P.C Richards when the computer was delivered to the store. On January **, 2014 I had not received a call and decided to follow up. I was told by a sales representative that after she looked into my account it stated the delivery was not received but they should be expecting a shipment within the next 7 days and would give me a call. On January **, 2014 I decided to call again. This time I was told by a sales representative that "whomever put the information in the computer under my account may have written the wrong item number as it showed nothing was available." This representative also stated that she would have someone call me back within the next two hours. Several hours went by and I decided to drive to the store to find out what was going on with the computer I had already purchased. I met with a manager named [redacted], who was not empathetic or understanding in any way. He would not share what happened, however, he called several other P.C. Richards to see if they had the computer in stock. When I asked what happened, [redacted] stated that "as of December **, 2013 the store was made aware that this computer would not be available or delivered." I was there for over 40 minutes and received only one apology. He did not go out of his way to assist once he learned no other store had the computer I had already purchased on the credit card I opened and made one payment on. He stated that he was sorry nobody called to tell me this information. It is apparent that if I did not go into the store to find out when I would be receiving this computer, I would have never received a call stating that the computer was not available to me. This was going to be a Christmas gift and I have not only waited patiently for the product, I had to be told the product was no longer available. [redacted]'s advice was to look at other computers. I asked him to please refund the payment I have put on the card thus far. I will never purchase anything from this company again. They are completely unreliable and do not stand behind their motto "The company you can trust" and their word.Desired Settlement: I would like to have my credit card cancelled on my behalf (not on behalf of P.C Richards) as well as having this cancellation in writing. That way this does not affect my credit and I can look to purchase a computer elsewhere. I would like to know that the money I used to make a payment will in fact go back into my bank account. I would also like corporate to look into this particular location and work with them on their customer service skills as well as proper follow through when working with a paying customer.

Business

Response:

On behalf of corporate I would like to offer an apology for the incident at our Deer Park store location regarding this sale. It seems that Sony has decided to discontinue that model for reason unknown to us but that does not excuse the store not contacting this customer with that information. The $109.00 deposit was credited back to the card on 1/**/14. In order to cancel the card the customer will have to contact the bank at ###-###-#### as we do not have control over that. As a gesture of good faith I am going to process a $100.00 gift card and send it to this customer in an attempt to restore their faith in our company and hopefully we can once again make them a valued customer.

Review: I purchased an LG refrigerator from P.C. Richard & Sons of Wayne, [redacted], on April **, 2010 along with a 5 year additional warranty protection. My invoice # is [redacted]. My problem started within 6 months from date of purchase. It stopped working. I called P.C. Richard & Sons , and was told a tech will come out to view the problem. After ordering new parts initially, the tech came out and fixed the problem within 2 weeks. I figured this would be the last time I would have to go through this nightmare. I was wrong!

The refrigerator has stopped working at least 10 times from the date of purchase till now. Every time its a different excuse, but the same problem. The Techs will come to my house, look at the problem, order new parts, wait two weeks, and then fix it. This is a huge problem for me, as I have to take a day off from work, each time they come to my house, and also the refrigerator not working during the repair time.

My refrigerator is currently not working right now. I called P.C. Richard & Sons during the week of November ** to November ** of 2013, to let them know its not working. The Techs came to my house on Dec. *, and told me a new excuse that the fan and a computer chip is not working, and would have to order new parts. They did not specify to me when the parts are coming in, and when this problem will be fixed, only leaving it at -when the parts come in, will fix it.

I called P.C. Richard & Sons to complain and ask them to either replace the refrigerator, or refund my money in full. Their response was that I can not receive either a refund, nor a new refrigerator. Only thing they can do is fix the problem. I tried to explain to them that this is more than a problem as this refrigerator has broken down so many times from date of purchase.

I will be happy to end this problem at the earliest as I have kids living in my house, and it is very hard to live when the refrigerator keeps breaking down.

P.C. Richard & Sons have all logs under my telephone number [redacted]Desired Settlement: I think P.C. Richard $ Sons has a responsibility to take care of their customers. They sold a brand new Refrigerator that keeps breaking down. Either replace it, or refund the money.

Business

Response:

Parts need to complete this repair are in and if the customer calls us at ###-###-#### a telpone [redacted] can set up a date to have them installed. If these parts do not resolve the issue, we will then issue the customer full credit of what they paid us in 2010 to reselect a new refrigerator. The remainder of their service contract will be satisfied once that credit is issued.