P.C. Richard & Son Inc.

Review: Purchased [redacted] SoundWare XS Digital 2.1 Home Theater Speakers (Ser# BFF018314) on 1/*/14 from PC Richards located at [redacted]. System failed on May **, 2014. Contacted PC Richards and they indicated to contact [redacted] as the failure occurred after its 30 day warranty. Contacted [redacted] and provided replacement of control pod as a possible solution. Replacement pod did not solve problem as system failed to power up. Followed up with [redacted] and it recommended that I ship the system at my cost to an authorized repair shop. No idea as to time to fix. Asked for my money back given that the product failed within 5 months of purchase. [redacted] did not agree with refund request. [redacted] has proof of purchase under Incident # [redacted]. Product cost 199.99 plus 12.00 sales tax = 211.99. No response from previous Revdex.com complaint to [redacted] who is owned by [redacted], a foreign entity. Pursuing a resolution from PC Richard. The January 2014 speaker purchase was made to address a speaker failure on Samsung TV purchase made in July 2012 also from PC Richard.Desired Settlement: Refund cost of recent speaker purchase of 211.99. Would also appreciate if I could return the Samsung TV for a store credit and exchange as this unit is also defective. PC Richards must have this purchase stored in their records.

Business

Response:

Customers request is not a reasonable request. They are under the 24 month manufacturers warranty with [redacted] and should pursue getting repair or replacement from them as they do not have an extended warranty with us on that product. If the Samsung TV needs repair they can contact us at ###-###-#### and a telephone representative will set up a service call for the TV to determine if it should be repaired or replaced. A refund is not an option.

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:

[[redacted] is unwilling to provide replacement and is unwilling to provide a refund for defective merchandise. Speakers failed within 5 months after purchase. PC Richards should not be selling defective merchandise as well. PC should refund my purchase or provide me with store credit as PC sold me the product.]

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

Sincerely,

Business

Response:

PC Richard does not manufacture the product but the customer is under the manufacturers warranty so all they have to do is drop those speakers off at any of our store locations and they will send them to our service center for repair or if deemed unrepairable for replacement. Those speakers come with a manufacturers warranty for 24 months so if any repairs are needed they would be done at no cost to the customer for the 24 months. provided that the repairs are not a result of customer abuse or misuse.

Consumer

Response:

Y

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:

Given that the speakers failed within 5 months of purchase I no longer have confidence in this brand. I would like a store credit towards another brand. I feel the speakers were defective from date of sale.

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

Sincerely,

Review: Bosch dishwasher was purchased Saturday, May **. We were promised a one-year guarantee to fully replace a defective machine. The salesperson introduced us to an apparent manager to approve a discount for a ten-year guarantee. The salesperson specifically stated that on Monday, May **, we would be called with a specific four-our window for delivery on Tuesday, May **. The only call received was one to call back for the four-hour window. I called our salesperson, [redacted], who said the window was 11:45 to 3:45 on May **. On Tuesday, noone had arrived by 3:45, so I called to find out what was the issue. Apparently, [redacted]'s directions had been wrong. The dishwasher ultimately was installed, but I was forced to be late for a work meeting. When, the next day, I attempted to use the dishwasher, the opening for the dishwashing liquid would not close, so the dishwasher could not be used. I called PC Richardson on Wednesday, May **, to inform of the malfunction. I specifically asked for a call back before 6pm because I had work meetings starting at 6pm. They did not call back. In spite of having my cell phone number, PC Richard only called my home number on May **, and I was at work all day, so could not receive the call. I returned the call today, Friday, May **, and was instructed that a service company would deal with the issue. After speaking with the service company, which required even more time, during my business day, I called PC Richard to request a complete replacement of the machine, which had been promised to us in the sale. Clearly, false advertising in the sale, because I was then told that was not the way they do business. We then went into PC Richard and Son after work to address the issue in person, and we were still rebuffed. We are extremely dissatisfied with this situation and will seek legal counsel, but wanted to address this with the Revdex.com first, to try to resolve the issue otherwise.

[redacted]Desired Settlement: Replaced with new, fully functioning machine.

Business

Response:

There will be no problem replacing this dishwasher once Bosch has sent their tech out to see what the problem is and if it an easy fix or if it in fact should be replaced. They will not issue a return authorization unless they first have the opportunity to see what the issue is.

Review: I purchased a General Electric washer and dryer on 7/*/14. These items were delivered on Saturday July [redacted] and was installed on Sunday July [redacted] by PC Richard. When the technicians finished installing both machines, they turned them on and said that they needed to run without any clothes in them for one cycle and then we could us them after that. However, upon hearing some loud strange noises which sounded like something was banging inside, coming from the washing machine we questioned the technician why the washing machine was making these noises and he stated "the machine is fine, it is just making these noises because there are no clothes in it". We thought this was very strange because our parents have the same machine and although they do not run it without clothes in it, we have never heard such noises. After the technicians left we proceeded to wash two loads of clothes, but decided to stop because the noise was just too unbearable. We called PC Richard and told them about the noise and they set up an exchange for the machine for the following Tuesday, this was Sunday evening. We did not go back into our basement again until the morning of Tuesday July [redacted], when the technician arrived from PC Richard requesting that he take a look at our machine first before he made the exchange. Upon entering our basement with the technician we noticed that the entire basement was flooded, the technician immediately went to the machine and knew what the problem was. He stated that "the previous technician did not install the washing machine properly which led to the flood in our basement. According to the technician, the previous technician did not remove the packing rod from the washing machine and did not attach the hose to the machine and the drain pipe. We requested that the washer still be exchanged since the entire basement including the washing machine and dryer were sitting in huge puddles of water. We then called PC Richard and requested that the dryer be replaced and that someone come out and assess the damage in our basement caused by the flood. I was told that someone would contact me from damage claim, this was Tuesday July [redacted]. Since this day I have called PC Richard and spoken to several people who have told me that someone would reach out to me. I have spoken to [redacted] at ext. [redacted], who also told me that someone from damage claim would contact me asking for pictures of the damage and an estimate of the damage as well. I have reached out to her on several occasions, even leaving messages but to no avail. I finally received a call from [redacted] from damage claims, and he set up an appointment for Tuesday August [redacted] from 7am-9am to come to my residence to view the pictures from the damage and the estimate, however he never showed up nor did he call. When I called the number that [redacted] gave me to reach him with on August [redacted], he told me that he was in Florida and would call me when he returned. When I did not hear from him, I proceeded to call him during the week of August [redacted] and he hung up on me and then refused to answer my second and third call by sending me to voicemail. I left a message at this number and I have never received a call. This is now September [redacted], two full months after I purchased the washer and dryer and I still have not gotten a resolution about the damage that the technician from PC Richard caused.Desired Settlement: I want to be reimbursed for the damage to my property. I have pictures of the damage to my basement and they can be made available upon request.

Business

Response:

Customer should contact the head of our installation department [redacted] at [redacted] or call him at ###-###-#### and [redacted] will be able to assit them in resolving the damage claim 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:

I contacted PC Richard at the number that I was given and I left a message but I have not been contacted as yet.

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

Sincerely,

Business

Response:

Customer should call tha number again and ask to speak with a supervisor.

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: I purchased an LG refrigerator at P.C. Richard and Son in their North Haven Ct location back in May 2013. It was a new unit they were selling in a, 'Tent Sale' outdoors. It is a side-by-side unit and the right door had dent in it and I was told they would purchase a new door and replace if I were to purchase the refrigerator. I purchased the unit, took delivery and also discovered the left door needs to be adjusted and there is one interior shelf that is bent. To date the door has not been replaced and the other issues still exist. I placed multiple calls to the store regarding all the above issues. My last call was today, February **, 2014 and I spoke with a store [redacted] named [redacted] who claimed he will place the order for a replacement door. I have been told this multiple times and I am waiting to hear back from [redacted] as to when the door is to be expected in. At this time I have no faith in their taking appropriate action, this is why I am logging this complaint. I have given this nine (9) months which is more than what I should be expected to wait for a resolution.Desired Settlement: If this unit cannot be repaired within the next 6-8 weeks, I want a new comparable replacement refrigerator delivered and the current one removed.

Business

Response:

I suggest that this customer call the store [redacted] at the store where the purchase was made because I do not see that a new door was ever ordered for this refrigerator. New doors take at least 8 weeks to arrive as they are not stock items and have to be manufactured. Usually merchandise sold at tent slaes or as floor models are sold as is but if this customer was promised that they would replace the door then they should honor that request. Otherwise, we can give the customer full credit of what they paid us to reselect a new refrigerator. The customers invoice is [redacted] and they should refer to that invoice when speaking to the store manager.

Review: I am very disappointed with the salesperson, [redacted]. On Wednesday, July **, 2014, I went to look for a air conditioner. At first, I saw a floor model that was right on my budget, $150, but it's BTU was only 5,000. I wanted one that would be cold enough for a spacious room of my niece. [redacted] knew my needs. So, he offered another air conditioner and was willing to give it to me for $160. It's BTU WAS 6,000, and I was happy. Before I bought the item, I specifically asked him if I could return the product if my niece isn't happy, if something comes up, etc. He said it was ok. He said I could return it, money back, within 30 days I specifically told him I was going to try the A/C in my niece 's room. He said, "No problem, as long as you return it within 30 days." I trusted him, because the Saturday before, I spoke to him at the store, shopped around, and he promised to take care of me when I decided on something. He offered to open a credit line for me. I did and we charged the A/C on the new approved credit card. Unfortunately, the A/C had to be returned, because my niece's landlord didn't want the A/C in her room when he realized what we were installing. I put everything back in the carton, not even a box, that covered the A/C with a nylon/plastic rope to keep it intact. I returned the item on Friday, July **,2014. The Supervisor, who handled the return first, didnt 't want the A/C back at all?! He said it was a "seasonal" item?! I argued with him and reminded him about what he told me when he was trying to make the sale!! I couldn't 't believe that he didn't want the item back at all?! After a long time of arguments and my insistence, he called for [redacted]. I told [redacted] that he NEVER said anything to me that his Supervisor said!! [redacted] said he couldn't do anything and the best he could do was a store credit?! No!! Not after I spoke to him lengthily about the sale. I made sure about what I had to know before I bought the air conditioner. And I want my money back!! I don't want a store credit!! I don't ever want to do business with them again. This was very unfair!! I asked [redacted] to have someone get the A/C out of my trunk and I left the store crying, shaking. I could not believe it?! A few days after, My sister to speak to a [redacted], who said he couldn't help us, because he wasn't there at the time of the sale!! She asked him to have someone contact us, so that we could talk it over. My sister said he sounded uncooperative, but she gave him the benefit of the doubt. It's been more than a week now and I have not received a call. Please help me get my money back. Thank you.Desired Settlement: I closed the newly opened PC Richard credit card, but the charge for A/C is still there. I want a credit for the A/C on the card. Thank you.

Business

Response:

I have refunded the money back to the credit card used at the time of the sale and will put a copy of the refund in the mail to 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.

Sincerely,

P.S. I will have to receive proof in the mail that the refund was done.

Review: I purhased a Liebherr refrigerator 24"W, stainless steel, counterdepth, with an ICEMAKER, 71-9/16" H purchase price $2,134.96 plus tax. These specifications were repeated, confirmed and reconfirmed with the salesman.

I was given false delivery dates for this the company issued me a $100.00 credit. Finally the refrigerator arrives and

IT DOES NOT HAVE AN ICE MAKER. The manager tells me: how much trouble is it to fill a few ices trays?? continued"

you do not want an ice maker: the water gets dirty in the line.." I could not believe what I was hearing, I was in the midst of an emergency and cut the call short, the manager tells me he is going to give me a $200 credit. Clearly this demonstrates they know they made misleading statements, sold the product they did not describe. He then proceeds to inform me if I want an ice maker it is an additional $1,300. THIS IS THE FIRST Time I heard that

the salesman I worked with never mentioned that, he stated the price stated above and we proceeded with the transaction and later that week I also .Desired Settlement: I move into the apt. 6/*//15 and unwrapped the appliances the refrigerator had a dent, a loud noise and water leak.

Manager informs me to call service. I then tell the manager I have to return to refrigerator, not having an ice make is a deal breaker and I want him to take back the refrigerator. HE said "NO". What he did not say was clearly understood,

later for you lady,.... do what you want you are not going to get anywhere. I proceeded to contact their corporate office to make them aware of the customer service practices of this retail location and the misleading statements made from the start. I want them to take the refrigerator and issue me a refund. NO STORE CREDIT THAT IS UNACCEPTABLE.

I want nothing to do with this establishment ever they have not respect for the laws and rights of the consumer.

Business

Response:

Tell us why here...Customer must contact the District Manager for the store where their purchase was made at [redacted] and he will be able to assist them.

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:

[sYour Answer HerAe]

As of today I have received no response to my email semt to Mr. Dan J**, District Manager of P.C. Richards whom I was told to contact by you

Below is a copy of the attachment : email dated July * 2015. Appreciate your contacting me to let me know how to proceed. Thank you for your attention to this matter. [redacted]

Dear Mr. J**, As per correspondence received by me from the Revdex.com Serving Metropolitan New York regarding the above-referenced complaint I filed against your firm I have been instructed to contact you as District Manager for the store located on [redacted] in Manhattan you will be able to assist me with this issue.I can be reached at [redacted]. Look forward to speaking with you. Sincerely, [redacted] telephone: [redacted]email: [redacted]

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

Sincerely,

Business

Response:

The refrigerator in question is scheduled to be exchanged on 9/*/15 for a Blomberg on invoice [redacted]. If the customer wants to change that date they should contact the store manager at the store where their purchase was made or contact the District Manager at [redacted]

Review: P.C. & Richard & Son Invoice Service No. 65-0315747-001-001-001

01/**/2014 7:00AM: This morning our Frigidaire refrigerator stopped working. Our warranty is still good so I called PC Richard & Son's customer service to report the issue and give them our serial number and the digital codes that showed the malfunction on the digital display. They said they would have the part in 3-5 business days.

01/**/2014: They called to say they received the part today but tried to schedule service for 8 or 9 days later on1/**or 1/**. After insisting they come sooner they sent someone 6 days later on Monday 1/20.

01/**/2014: When the service man arrived I confirmed the digital codes that were displayed showing the malfunction and before starting the job he told me he knew immediately he didn’t have the right parts. He didn’t understand why they didn’t order the right parts for this job to begin with. He stayed and checked the refrigerator anyway and said they need to order the right parts and there was nothing he could do. My husband called and spoke to the service department that same afternoon and requested they handle this more professionally ASAP.

01/**/2014 @ 3:10pm: I received a call from the service department confirming they would have the correct parts by Friday 1/**and they would send a repairman out that same day.

01/**/2014 @ 1:50 PM: I called and spoke to a female representative and asked when the repairman would be coming with the parts that they were receiving today. She said she would call me right back after talking to her [redacted].

I didn’t hear back from her so I called again at 4:17PM and asked to speak to a [redacted] and after going over the full situation with him, and telling him how costly it has been to throw food away and what it’s like not to have food available for our babies; he told me he would see what he could do to exchange our refrigerator and he'd call me back.

At 6:38pm a woman named **called from the PC Richard & Son service department on behalf of her [redacted] that I spoke to; she was happy to inform me on his behalf that he said if the refrigerator isn't fixed by Tuesday 1/**he would issue me a credit which I could use towards a new refrigerator of my choice".

01/**/2014 @ 1:55PM: A male rep called to tell me they have they received the part today and they would send someone out on Thursday or Friday 1/**or 1/**. I immediately told him that was unacceptable and informed him of what the [redacted] had relayed to me and he said he would talk to his [redacted] and call me back.

The same male rep called me back at 4:50PM and said they could now send a service repairman on Wednesday 1/**and they would give me a $50 coupon to use in their store. I told him that was unacceptable and insulting and told him to tell his [redacted] to keep his word! Even more maddening is that this rep told me earlier they received the part, when in fact it wasn’t coming until maybe Wednesday, Thursday or Friday according to our conversations today.

FROM THE PC RICHARD & SON WEBSITE:

"P.C. Richard & Son has built a reputation of Honesty, Integrity and Reliability"

" technicians will come to your home with fully-stocked service vans to quickly diagnose and repair your appliance"

"Should your appliance require specific parts not inventoried, these parts will be ordered and expedited"

"Does P.C. Richard & Son offer in-home service?

Yes, a factory-authorized service technician will come to your home for repairs on all home appliances and TVs 37" & larger. Most appliance service calls can be made in your home the very next day, 6 days a week. Loss of refrigeration calls receive top priority."

P.C. RICHARD & SON HAS FAILED COMPLETELY ON THEIR WARRANTY SERVICE! If they come on Wednesday 1/**, that’s 20 days with no fridge which has been expensive to try to keep our kids fed, not to mention the full fridge and freezer contents that we lost when the fridge died. Living out of coolers and ice is impossible for this amount of time.Desired Settlement: P.C. RIchard & Son to keep their word and exchange this broken refrigerator ASAP for credit to be used towards a new refrigerator of my choice.

Business

Response:

We can appreciate the customers frustration but it is impossible to have every part needed to do repairs in stock or loaded on our trucks. Customer has had this refrigerator since 2009 and this is the first service call that they have ever had on it. Customer is scheduled with parts needed to complete the repair on Wednesday, 1/**/14 and if these parts are installed and that does not resolve the issue, we will then issue the customer a store credit to reselect.

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:

We are

clearly aware they do not stock the parts, they clarified that when I called on

Jan 10th when they assured me it wouldn't take more than 3-5 business days to

get the part(s) and that they would schedule an appointment to have a repairman

come asap when the part(s) arrived.

They

called on January **to inform me they had the part(s) but they tried to schedule the

appointment for the repairman to come out the following week on the **or **, *or **days later!?

When they

finally came on January [redacted]it turned out they ordered the wrong part(s). They then reordered the right part(s) and assured me they would have them by Friday

the **and someone would come out that same day.

AGAIN

THEY FAILED AND MISINFORMED ME.

Yesterday,

January **, the first thing the rep told me when he called at 1:55pm is that

they received the part and they can schedule to come at the end of the week on

thursday or Friday, **or **days later, which puts us at 21 days without a

refrigerator. I insisted they come immediately since they now had the part

and the rep said he had to talk to his manager.

On Friday the **, the manager convinced me to wait over the weekend by informing me that if the refrigerator is not fixed by today, January **, that he will credit me and I could choose a new refrigerator of my choice. He then changed his mind yesterday (1/**) and told the rep to inform me that now if the refrigerator isn't working on Wednesday January **after they service the refrigerator that he would honor what he said if it's not working. So now he's changed his mind from today to tomorrow.

P.C. Richard & Son should

have this refrigerator removed today because they obviously do not have the part(s) from what I gather. The manager should honor his word.

I have

had to reschedule my business and make myself available on all these occasions;

I have had to reschedule my employees to accommodate my schedule so they could

run errands to buy ice for coolers on my balcony and food for our babies

everyday for 19 days now taking them away from their job responsibilities.

P.C. Richard and son offered me a $50 coupon to buy something in their

store for my troubles which is unbelievably insulting. I have lost a great deal more as a result of

not having a refrigerator for this long.

By they way, the same thing happened with a washer/dryer I purchased from them in October of 2011; The first time I placed a service call in 2012 they ordered the part(s) and when the repairman showed up he informed me immediately they did not order the right part. Hmmmmm.......

I am not willing to do this song and dance at my expense any longer!

Sincerely,

Business

Response:

We do realize that this service call has not gone as smoothly as we would have liked it to go and we apologize for that. As stated before, the customer is scheduled with parts for 1/**/14 and if that does not resolve the issue we will offer a store credit of what they paid us in 2009 to reselect a new refrigerator.

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: have no response on what they are doing with that. I also have complained about problems with the dishwasher and how it is cleaning. Again I am told to change the soap or to purchase a cleaning agent... not to repair the unit.I recently contacted the customer service line to have my stove

repaired. I have a 10 year warranty on the item and it 5 1/2 into the

warranty. I was finally able to get a [redacted] out to the house

to service the stove on December ** roughly 2-3 weeks after I called and

explained the situation to customer service. I explained that the

stove and warming draw had turned on by themselves. I explained that

this had happened more than once and that no one had touched it. The

[redacted] looked at the inside of the unit took a few screws out

and did not notice anything that he deemed to be a problem. He stated

that he would need to contact Kitchenaid(the manufacturer) and he would

be back in touch with me. On Monday, December [redacted], he called me and

explained that he spoke to the Engineering department at KitchenAid and

that they had nothing on record of this happening. He told me that I

needed to get in touch with the manufacturer and handle it with them. I

was able to contact the company today and I spoke with the

[redacted] who stated that the warranty is with PC Richard not with

Kitchen Aid. She went on to tell me that although this has not been

recorded, it does not mean it couldn't happen. She also stated that

because PC Richard was unable to diagnose the problem/fix the

problem/order parts , they should rectify it by replacing the unit. I

asked her what I should do and she recommended contacting the company

again and explaining what she stated. I am really fed up with this

company as I purchased warranties on all of my appliances and everytime

someone comes out they are unable to fix the problem. This happened

with some of the other appliances and I am always told that there is

something I am doing wrong or something along the lines of it is the way

it is. I have an issue with my dishwasher basket as well where a part

has rusted off and IDesired Settlement: I would like PC Richard to give me a credit for what the unit was purchased for and to purchase a replacement (new unit) from them. I would also like the remaining 4 1/2 years of service that is remaining on this unit to be added to the next unit or give me a credit for that time towards the purchase of a new 10 year contract. I feel that after spending close to $15000 over the past few years on appliances and purchasing their warranties to cover these types of issues, they should honor them. I have wasted my time having the rep come out and did not fix anything in terms of the stove. I also feel that telling me to call the manufacturer was not what I was supposed to do.. again wasting my time. I want a unit that I do not need to turn off the circuit breaker when it is not in use as if I leave it on I don't know if f the unit will malfunction and cause a fire in my house. I would like this taken care of as soon as possible.

Business

Response:

Customer has been issued credit on invoice [redacted] of what he paid for this range in 2008 to reselect a new range. As per the terms of our contract, the remainder of their contract is satisfied by this exchange. We will pick up the old range at the time that we deliver the new range that the customer selects. We will uninstall the old range and reinstall the new range at no cost to the customer but if the new range that the customer chooses is more expensive than the credit that we have issued, he will be responsible to pay the difference in cost. Customer can go to any PC Richard store to use the credit that has been issued.

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: I purchased a ** washer and dryer on 5/**/2015. The total was $$1,407.97. The appliances were delivered to my home with several scratches. I spoke with the store manager, he SOLD me PAINT to repair the SCRATCHES. After using both machines, , I discovered they were not QUIET when in use as the salesman said---they were heard on the upper level. I complained to the manager, he told me I may exchange these models for another. I did that, for a [redacted] WASHER and DRYER. The total was $1,507.13. These two machines were not only louder when in use, the WASHER DID NOT REMOVE the FABRIC SOFTENER from the clothing. Again, I told the manager the laundry room is adjacent to my kitchen they make too much noise, and the fabric softener remained on the clothes. He claimed I must have done something wrong, he will send a serviceman to my home. After waiting since MAY for new APPLIANCES, I NO LONGER wish to purchase from PC RICHARDS AGAIN. The service man will not be coming to my home until JUNE *. This is UNACCEPTLE. I would like to return both machines, and I will NO LONGER PURCHASE any appliances from this store. I will take my business to another store. Can you please assist? Thank you.Desired Settlement: I would like to have a refund of the two APPLIANCES and go to another store for this PURCHASE. I now have to wait ONE WEEK for PC RICHARDS to send a serviceman to my home to witness [redacted] on my clothes. This is wrong.

Can you please assist me? Is it possible to return both machines for a refund? I have taken these clothes to the store to show the store manager [redacted], and he said he was "SURPRISED". He is aware of the issues.

Thank you, [redacted]

Business

Response:

Tell us why here...We will have the District Manager of the store where the purchase was made contact this customer. They are scheduled for a service visit on 7/*/15 to see what the issue is and what can be done about it. We do not sell products on a trial basis so a refund is really not an option at this time unless authorized by the District Manager.

Review: We purchase the fridge 2012. When we received it the freezer never really worked quite right. When we complaint, they sent someone to fix it. But the problem with the unit was never resolved or fixed completely. They had the opportunity that year to give me a new one instead of dealing with issues. The fridge would have issues about every two months from thereafter. Pc richards would only insist that a representative would go there and try to fix it and it was never the case. We had issues telling service associate what needed to be done, but they never fixed the problem completely. The freezer never became cold enough, even after several attempts from a service individual to apparently fix it. It seemed that every time someone was sent, the unit became worse. This kept going on, until recently when the freezer would stop working and then the ice maker was not functioning. My daughter was visiting this easter weekend and she tried to contact the store and corporate PC Richards. They gave her a contact information: [redacted] from customer service management team-[redacted]. She had promised my daughter that if the fridge was not fixed by the person who was coming on that Tuesday, that we would receive a new fridge. Well, the service man came looked at the fridge, said he fixed something and that to give it until nine oclock the next day. Well that night the freezer stopped working completely and we had to throw out most of our perishable meat. We told [redacted] but she did not contact us back right away. Then she said that they would send another service man to fix it. They are not doing what they promised. We took out a ten year protection plan; very costly, so that senior citizens like us would be taken care off. Instead PC richards has lied to us regarding replacing a new unit, but they take forever to get back to us. We need a new fridge and compensation for the groceries that we had to throw out. We are living with a fixed income and it heartbreaking to see a company such as huge as pc richards taking advantage of us.Desired Settlement: We want a brand new fridge to replace the one given to us when we first purchased merchandise. We believe the reason why merchandise was having so much problems, was because there was some kind of manufacturer defect on the unit given to us. They should have replaced that unit right away instead of stringing us along and making it seem that we did not know what we were talking about. We have been treated with no respect. We have been taken advantage off and this is not acceptable. My daughter and my son have been back and forth with this [redacted] and [redacted]. Nothing has been resolved. If they cannot replace our unit then we want our entire refund. This state of the art fridge cost us alot of money. PC Richard should back up there products especially when they are defective. Instead they hide the problem an attempt to take advantage of people who really do not know all the rules and how to fight back. The stress on my wife has been horrific. SHe does not know when the fridge would work or not. I need this resolved by this coming week in April. Thank you for your time. I hope you will fight for our rights as consumers and individuals.

Business

Response:

Tell us why here...Parts needed to complete the repair have arrived. The customer should call us at ###-###-#### to set up a call to have them installed. If the problem is not resolved once these parts are installed, we will issue the customer a credit to exchange or reselect to new refrigerator.

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]

This is the fourth or fifth time they have attempted to fix the unit. Nothing has worked so far; last week I was told that if the guy could not fix the fridge, we would definitely get a new one. Non of the repairs have been successful. PC Richards does not want to fulfill their obligation to give us a new unit. This is gone too far, that is why we bought a ten year plan with that company, do issues like this would have been resolved already. We should get a new fridge, not continue to have the unit repair. Last time they repaired the fridge, the freezer stopped working and we had to throw out all of our meat products. This needs to get resolved now!! Every time we call PC Richards , it takes them days to get back to us.

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

Sincerely,

Business

Response:

Tell us why here...Customer has been issued a store credit on invoice [redacted] of what they paid us for the refrigerator in question in 2013 of $1979.97 to reselect a new refrigerator. Under the terms of our extended warranty the remainder of their contract is satisfied by this exchange. Thet can go to any of our showrooms and refe to the ** invoice above and use that credit. If the new refrigerator that they choose is more expensive than their credit then they will have to pay the difference in price between the two. We will pick up their old refrigerator when we deliver the new one that they choose. There will be no pick up or delivery charge and PC Richard will uninstall their old refrigerator and install the new one at no cost to the customer. We will contact the customer with all of the above information.

Review: I have had issues with pc richard and sons for about 3 years. My first problem was 3 years ago, I had bought a camera and after 3 years it needed to be repaired since it was covered under my warranty I took it to the store (the bay shore store) and was sent for repair after 2month of numerous phone calls they told me that they had lost my camera, and gave me store credit. so I purchased a all in one desktop after a month the computer started having pixel issues I took it for repair and didnt hear back from them for a month, when I finally got the computer it was scratched I complaint to the manager at the store and at the service center, it was taken back for a few weeks for them to replace the parts that were scratched I finally got my computer back and 2 weeks later it started having issues again. (-please keep in mind that the computer is used at most 2 times a week and for college research only-) to make a long story short after 3 months of back and forth repairs I filled a complain thru Revdex.com and I contacted pc richard because they were giving false information I was issues store credit..I gave them the benefit of the doubt and on 01/**/2012 I used the store credit and put some money out of my pocket to buy a desktop computer, software and computer accessories. This time I went to a different location thinking I would get better costumer service, but unfortunately that was not the case. The sale associate was very rude ([redacted]) and spent less than 5 minutes with me and didnt help me put ALL the heavy boxes into my car. this computer is only used by myself 1-2x a week and on 02/**/13 I took it for service because the computer was freezing and wouldnt turn on, I was asked if it was ok for them to formar the hard drive if they needed to and I agreed but asked them to please try to fix the issue and not to do a system restore after 2 weeks I got the computer back and it was restored to factory settings so the issue was not really isolated and resolved they took the easy way out. now I am having the same exact issue and do not want to go back to them because I believe that pc richard and son play games with people not fixing the issue and that forces the costumer to come back many times until the warranty expires and we the costumers have to buy more coverage.. the manager at the service department is always not able to speak .Desired Settlement: after all the issues I've had with their products and their costumer service I want a refund in check, cash but not store credit.. I will never buy anything from them again.. I have dealt with them for so long and have tried patiently but it is unacceptable that 4 different products have very poor quality and the store does not stand behind their costumers.

*the comptuer was purchased under my moms name[redacted] the product was bought with the last store credit given and the warranty was paid cash 162.93

Business

Response:

Customers complaint makes no sense. The only time that the computer in question has been in for service was in February 2013. It is still under contract so that if they send it to our service center we can still repair it at no charge to them. If they do not want to do that it then is there choice and I guess they would have to have it serviced elsewhere and pay for the repair, which makes no sense. Our techs do not replace the hard drives or restore the systems unless we have permission from the customer to do so and we do that only if that is what has to be done. We are fully acredited by HP to do repairs on all their products. If the custmer wants us to send their computer directly to HP for repair we can do that for them but bear in mind that the turnaround time will be much longer. That are the only options we can give to this customer.

Review: I have been a loyal customer of P.C. Richard & Sons for approximately 20 years, I hold a PC Richard Credit Card for my Corporation Pelaez & Rolo Corporation, a Property Management Company in Hudson County New Jersey, I have purchased all of the appliances, I.e. Refrigerators, Stoves, Commercial Washers and dryers from your company and have always espoused your great customer service to all my associates in Property Management and property owners, as I have always received the best possible customer service at least that was my experience until recently. Last week I took a friends laptop, which I had purchased at the West New York Store 2 years prior as a present for out of warranty repair the reason for the repair was that the laptop a HP Compaq was giving a error message “ Internal fan not functioning properly “ since I know absence of a working fan can be mortal especially for a laptop I brought it in for service and told the female attendant @ the customer service desk of the same store that I needed to have the fan replaced or serviced, I was given paperwork to sign which included signing a release in the event the technician needed to re-format the hardware in order to complete the repair, I signed it because I was under the impression that it was their protocol but since I have never had a bad experience at PC Richard I felt confident that no technician would need to re-format a hard drive for a fan issue, after all the problem was hardware not software, I was called to pick up the laptop on July *, 2013 and the tech’s comments stated Cleaned Fan and re-checked system, I paid the $ 100.00 charge and when I opened the bag and removed the laptop and started it up I was shocked to discover that they had in fact re-formatted the hard drive, the majority of the icons were missing, the programs were deleted and over 2300 purchased mp3’s as well as photos and documents were all gone, I was furious to say the least in that I recommended taking the laptop to PC Richard for repair so I called the store back and explained my situation and asked to speak with the supervisor of laptop repairs and was given an 800 number which turned out to be computer techs that worked at providing customer support not computer repair, not knowing I was talking to the wrong individual I explained my displeasure with the unnecessary re-formatting of the hard drive and both of the techs agreed that it was unnecessary , but explained that I needed to call the store where I took the unit for repair and ask for the manager, I then called and Spoke w a [redacted] I again explained my displeasure, but he said that it was too late to contact the department that made the repair and since they would be closed in observance of July 4th couldn’t contact them until Friday, he further stated that he would leave a message for a [redacted] who would be the day manager on Friday, July *, 2013 so that he would call and then call me back on Friday morning I received a call from a young man who was the supposed technician who serviced the laptop he stated that sometimes a fan issue can affect software, and that I had signed the release, I re-iterated that I the comment on the pick-up slip stated that the fan was cleaned and the system was checked, and although he was extremely courteous and patient I got the impression that he was making excuses for having re-formatting a hard drive unnecessarily, finally he admitted that the reason he re-formatted the drive was that after he cleaned the fan and it was functional he checked the computer and felt it was running to slow so he thought it best to re-format the drive. I told him that we had no issues with the speed of the laptop and that possibly he thought it was sluggish could have been due to the fact that it had over 2300 MP3’s and a lot of photos, but I had not brought my computer in for any system or software issue, realizing that talking to him repeating his excuses was getting me no where so I ended the call and called the store again requesting to speak to your [redacted], I was told that he was busy unloading a truck and that they would have him call me back, which he didn’t he had a [redacted] call me who stated he was calling to explain to me being that he had worked as a technician previously and as such he was more informed to explain to me the situation, then he went on a diatribe about how technicians need a reference point and that a fan can cause temperature problems, again I knew I was going nowhere, he seemed like a slick talker that just wanted to give me a convoluted excuse but I kept arguing that I didn’t believe all the excuses as far as I’m concerned they screwed up my friends laptop and now were just trying to cover up their error and defended themselves by repeating that I signed the waiver, which I was now told I could have refused to sign and they would then have had to call me to agree to the re-formatting, I would think it would behoove the company to explain this to the customer prior to having them sign a release , I would think it would be more expeditious for the techs to back up the customers hard drive with another external drive and then re-store the laptop to its original state, I was told that would add another day to the repair. He stated that in the future I could refuse to sign the waiver and then I could make arrangements to have the information transferred to another drive, I stated that I would never again bring anything for repair to PC Richard much less a computer. I then asked if I could get the name of the supervisor in charge of your Appliance repair department because I was having problems with that department as well , he said I would have to speak with [redacted], because he was not at liberty to give me the name or phone number of the supervisor of that the department, as I would have to go through all the channels before I could get to a supervisor, I explained to [redacted] that I had called last week for service for 2 Whirlpool Commercial Clothes Dryers (which were purchased @ PC Richard, and Originally I was told that they couldn’t get someone out to me until July **, I then explained that I couldn’t wait that long as they were the only 2 dryers in my multiple dwelling and they said they would try to accommodate me at an earlier date, I had to recall your service department ###-###-#### again as no one called me back, again I went through the endless hoops of either ill trained customer service reps or antiquated computer systems but they couldn’t locate my account with my office number ###-###-####, which I have used for the countless purchases nor could they locate my records with my private cell phone number ###-###-#### finally they located me with the Corporate name, or my name, in any event they gave me an appointment for Wednesday July [redacted] and was told that the service representative would call me on the morning of the [redacted] and give me a window as to when he would be there, I received a phone call that morning from the tech who indicated that he would be there between the hours of 11am and 3 pm, I explained that I was not a resident of the address and as such didn’t want to be there 4 hours waiting, and asked if he could call me back ½ hour before he would be going to my address and he agreed, now mind you when I called in this request for service I explained in detail the problems I was having I gave them the make, Whirlpool, Model #[redacted], I explained that one machine was making a loud scrapping noise when it was working and when I opened the door I saw a felt belt stuck in the crevice between the drum and the body of the interior, and I told them I removed the belt thinking it was the cause of the noise but once removed it wasn’t as the machine still has the noise, and I told them that the other machine was not heating and that I had removed the lower panel and had seen that neither the glow bar was glowing nor was it igniting, when the service man arrived ( a young [redacted] man ) I started telling him the same thing when he told me that he only had a work order for one dryer not two, I said that was impossible that I had called on two occasions and always told them that it was two machines with two different issues, but he looked into the machine w the noise and asked me to start it which I did, he didn’t seem to know what I was talking about when I mentioned the felt belt but then told me that it was part of the drum and that I would have to buy another drum, I thought that was kind of ridiculous as it should be available separately which in fact it is “ Drum Felt Seal Mfg P/N 280114 for an approximate cost of $ 27.00. Then he removed the front panel from the second machine and used his tester and determined that the unit needed an igniter and a flame sensor so I asked him if he had it on his truck and he stated he didn’t ? I was dumbfounded how is it possible that a customer gives you specific information regarding the appliance NO Heat, NO Glow Bar, NO Combustion and you come to supposedly repair the unit and you don’t have these items on the service truck ?? I could understand if it was a motor or another part uncommon but igniters and flame sensors are common items for the repair of this issue, he stated that he would have to order the part and he would call me later with prices for the drum , the igniter and the flame sensor, which he never did. I called the 800 number later that day and told them that the service man never called me as he said he would and I was told that it was too late and I would have to call back on Friday as the repair department was closed for the 4th, I called again and requested to speak to a supervisor or the person in charge of appliance repairs and again the customer service rep couldn’t locate my records with my office number, my cell number, it took her about 15 minutes to locate my records and she kept saying she would arrange another appointment and I kept saying I wanted to speak with a supervisor and she kept trying to make another appointment, finally she listened to my repeated requests to speak with a supervisor because I told her I doubted I wanted to make another appointment as the lack of service was unbelievable, she then stated she couldn’t connect me to a supervisor but she would send him an email and he would call me back before 5 PM. I re-called your [redacted] and asked for the name of the supervisor and he at first he said he would give it to me but when he returned he just told me that he had checked the system and he said it was clearly stated that I had called and that I would in fact get a call back from the supervisor which I didn’t receive on Friday or Saturday , oh yes btw when I called to find out why the tech hadn’t called back the rep stated that she saw that I had COD service on a washer Wednesday not the two dryers I had called in, so something is seriously wrong with the customer service reps in appliance repair. Sincerely yours, [redacted] President Pelaez & Rolo Corporation Property Management Company ms with theirDesired Settlement: The re-formated hard drive has no resolution as they deleted over 2300 PAID MP3's but they should at least refund the cost of the service being as they caused more damage by unnecessarily re-formatting the hard drive. In essence it cost $ 100.00 for PC Richards to eliminate close to $2000.00 worth of music !!!! The problems with the appliance repair department had no monetary loss as the supposed service man did nothing so I wasn't charged.

Business

Response:

Please have customer contact our computer service manager at [redacted] and he will be able to assist them once he investigates what happened.

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:

Dear [redacted],

Just a line to let you know that I haven't heard from [redacted] of PC Richards at [redacted] and the case is yet unresolved due to no response from the merchant.

Sincerely Yours ,

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

Sincerely,

Business

Response:

I have been told that [redacted] has been out of the office with a medical issue and will be returning on Monday July [redacted]. I suggest that the customer e mail him again on that day with his complaint @ [redacted] he can call Carlos directly at ###-###-#### so they can resolve the issue at that time.

Review: I have a ongoing credit card dispute with [redacted]. store/[redacted] has offered in writing to accept, monitor, keyboard, mouse, printer and all associated materials for a chase bank credit to my account. [redacted] has had tower and antivirus software since 10/**/14, the day after purchase. All items have been returned to the store. [redacted] refuses to acknowledge return of printer monitor, keyboard mouse or power cable, color/black ink. My credit card company called [redacted] on 1/**/15 and [redacted] was not available. A charge of 710.35 remains on my credit card. My return on 11/**/14 was witnessed, and I have a receipt from the post office for the return of the power cord by mail on 11**/15.Desired Settlement: As all items have been returned, I am seeking a credit of the full amount.

Business

Response:

Tell us why here...This customer should contact the [redacted] for that store, [redacted] @ [redacted] and he will be able to resolve this issue for them.

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 03/**/2014, I purchased a ** Microwave from their [redacted] store for $383.65 which included an additional $39.99 for a 2 year "PC Richard" Extended Service "Protection" Agreement on top of the manufacturers (**) factory warranty. On [redacted] November[redacted], I called their service department to report the microwave had stopped working (excessive noise and not cooking the food). The service person told me it would be one week before some ** technician could come out just to look at it but not necessarily fix it. I asked if this was not the same level of protection and service I would have received from from ** and why was I sold a Protection Plan that treats me ( a 30 year PC Richard customer) like any other purchaser of a defective or problem appliance. No answer. My complaint is that PC Richard "sells" their own extended service protection plans over and above the manufacturers, collects the money, and then does absolutely NOTHING MORE for the customer than they could have gotten directly from** in this case except for the fact that the Mfr.'s warranty is one year versus the 2 yrs PC Richard's offers and I'm certain they are designed and sold for 2 yrs only to distinguish them from the MFR's warranty. These plans are designed as a scam and do very little to "protect" anyone except PC Richard's profit margin. I am very disappointed and see the internet is full of similar complaints against them.Desired Settlement: I believe I should be have given much quicker service, a temporary replacement and, if need be, a new microwave. PC Richard should deal with their ** supplier with regard to fixing, replacing or junking this lemon appliance. So much for standing behind what you sell. Now I have to host Thanksgiving without a microwave thanks to **'s inferior merchandise and the retailer's useless "protection" plan.

Business

Response:

The customer is under the manufactuers warranty for the first year and in the case of [redacted] products they service their own appliances and will determine for the first year if the product should be repaired or replaced. Under our extended warranty, if the product becomes unrepairable or uneconomical to repair we then will give the customer full credit of what they paid us for that product to exchange that product or reselect a different product. If the customer does not want our extended warranty we can refund it and they still will be covered under the manufacturers warranty for the first year. Truth be told, I doubt that [redacted]. will even bother to repair the microwave in question as it most likely will not be cost effective for them to do so.

Review: I bought a General Electric Refrigerator with an Ice Maker with water. This was a transfer purchase due to a lemon Maytag refrigerator. I selected a General Electric Refrigerator on 10/*/13, Invoice# from the PC Richards & son company #[redacted]. I purchased a five-year extended warranty dated 10/*/13 on this General Electric refrigerator. They have refused to honor the contract and the extended warranty and not fixed the issue of the water which sometimes comes out and other times it does not. On 12/**/15, PC Richards called a General Electric to repairman to fix the refrigerator. They looked at the refrigerator and stated they could not fix the issue. The problem contuse not to be resolved. The representative refuses to fix the problem and they continue to hang up the phone even through they know I have a five-year extended warranty. I want a solution to this problem. I have to call headquarters where I have scream my head off because they have refused to respect me as a customer and fix the issue. This has been the 2nd refrigerator I've had with this company.Desired Settlement: I want PC Richards and Son to honor the five-year contract warranty that I have on my refrigerator and stop pointing fingers at General Electric and for General Electric Company to stop pointing fingers at them. I want this issue to be resolved. I want the part replaced and if it cannot be replaced; I want a new refrigerator or to refund the entire amount of my purchase.

Business

Response:

Tell us why here...This customer has been scheduled for a service call on 12/**/15 with our own technician so that we can get a second opinion as to what the problem is with the water dispensor. After that service call we will make a determination as to what has to be done and how to proceed. This customer should call us at [redacted] after this service call is completed and ask to speak with a supervisor once they have the report from our tech.

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: I went to PC Richard to purchase a non-Smart TV. All they had were flat screen Smart-TVs. I was reluctant to purchase one. The sales representative told me to purchase one, and if I didn't like it I could return it for a refund. Furthermore, he stated that this is PC Richard policy. I relied on his statement and purchased Samsung UN40JU6500 on June **, 2015. On June **, 2015 a PC Richard service representative delivered the TV, connected it and told me to hold onto the box it came in. I did. That weekend all my concerns about Smart-Tvs were validated. On June ** I notified sales to arrange for it to be returned to PC Richard and to refund me. Since then I got the run-around. First I was told to call the PC Richard Service Dept. They said they could not pickup the TV for a return, that they only do repairs and that I should call the store sales personnel. I reported this to the sales person who then gave me a lot of flack and insisted I arrange this with the Service Dept. This scenario was repeated daily since June **. When it became apparent that I got a sales pitch and a run-around I called my credit card company. They were completely sympathethic. They placed the matter in dispute. My research into reviews by consumers throughout the internet, and beyond those I have seen on Revdex.com, reveal my experience with PC Richard is rampant.Desired Settlement: A PC Richard representative to pick up the TV and to reimbuse me fully in the amount of $1,806.45.

Business

Response:

Tell us why here...This customer should contact the [redacted] for the store where their purchase was made. Thet can reach him at [redacted] and he will be able to assist them. Bear in mind that we do not sell products on a trial basis but if the TV is defective it can be exchanged for a new one or if they still have the orignal box and packing they can see if [redacted] will allow them to reselect a different make and model. As if this time no one has even gone to this customers home to see what the probem with this TV is.

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:

1.Sales persons at PC Richard Inc have an agent-principal relationship with PC Richard Inc. When a sales person makes claims and promises, s/he is speaking for PC Richard Inc.By denying its responsibility as the principal, PC Richard is aiding and abetting its sales personnel to make sales "by any means," even by misrepresenting the truth.2. I have refused service department visits because their stated intention is to repair the TV. I do not want this TV "repaired." I have not asked for repairs. I have asked that the TV be returned, pursuant to PC Richard Inc policy as stated to me the day I made the purchase.3. I refuse any substitution of another PC Richard TV. That was not the deal I made when I purchased the TV.

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

Sincerely,

Business

Response:

Tell us why here...As of 7/*/15 this customers [redacted] Card now has the total refund due of $1086.45.

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 May *, 2015, I ordered and paid for an air conditioning unit (GE 6,050 BTU Window Air Conditioner) to be picked up at the PC Richard & Son location on [redacted] in [redacted]. I received confirmation that the unit was ready to be picked up and, once receiving that confirmation, made arrangements for a service person to pick up and install the air conditioning unit on Monday, May **. This was urgent, as the weather was starting to get very warm and my mother, who is afflicted with severe [redacted], had experienced significant difficulties in breathing at night due to the hot, thick air.

When I called PC Richard on Monday, May ** to advise that I was on the way to pick up the unit I had paid for, I was told by a manager that the unit had been sold to another customer. I explained to them that, given that I had actually paid for the unit, PC Richard had sold property that no longer belonged to them. Rather than offering me a refund, the manager instead offered to replace the model I had paid for with an alternate brand and model. When I rejected this offer as unacceptable, given that I had thoroughly researched the brand and model I had paid for and only wanted that brand and model, I was assured (after a prolonged back and forth) that they would get the proper air conditioner and that they would have it delivered to my apartment that evening, free of charge, so that I could have it installed by the service person who's time and labor I had already paid for.

I waited for hours and called PC Richard numerous times (both the actual store and the online customer service number), but ultimately it was NEVER delivered. They had a different excuse / explanation every time I spoke with them, until I ultimately gave up and realized that they likely never intended to have the unit delivered to my apartment. Instead, they successfully stalled me in the hopes that I would accept an alternate model and not inconvenience them. I refused to do so.

PC Richard still has yet to provide me with the equipment I paid for and now I no longer want it.Desired Settlement: I would like an apology and a full refund of the purchase price by PC Richard & Son, as well as a refund of the money I had to spend on the service installer who was forced to wait for an air conditioning unit that never arrived ($150).

Business

Response:

Tell us why here...I sugges that this customer contact the store manager at the store from where delivery was promised and according to the comments on customers invoice [redacted] delivery was attempted on 5/**/15 by [redacted] from that store but no one answered the bell at this customers residence and he waited for 20 minutes and left. There will be no problem if they want to cancel this order and get their refund but based on what is noted on their invoice from 5/**/15 the only refund due will be the $206.83 that they paid us for this air conditioner.

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 was home on ** May and NO delivery attempt was made. I even called the store and was on the phone with the manager. It was only AFTER I called the store for the 7th time to ask where the TV was that this story about an alleged delivery attempt by "[redacted]" was made. I was told that "[redacted]" had made a delivery attempt and had rung the bell and had also called me by telephone. When I explained that I had been home the whole time and that the doorbell was never rung, the manager stuck to that story. When I explained that my phone records revealed NO phone calls received during that period, the manager asked me to hold on and then changed the story to say, "Sorry, he didn't call he just rang the doorbell" I then asked to speak to the delivery person and was told that he had conveniently "left for the day". The person who wrote this response has YET to explain on what grounds PC Richards could have possibly sold the same item twice, nor is there any attempt at an apology for having done so. This is the very essence of theft, no different from selling a house to two different people and keeping both sets of proceeds. If this is how PC Richards does business, then I want absolutely no part of it.I refuse to do any more work on behalf of the company. I have already spent hours of phone time (all documented) both with the store on [redacted] and the general corporate customer service. The company should be the one to do all the work from here on out, including proactively making contact with the customer to resolve the issue, issuing the appropriate refunds, etc. This is not difficult to do, but instead is the mark of an honest and competent company. PC Richard & Son used to be such a company but apparently we are a long way from that today.

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

Sincerely,

Business

Response:

Tell us why here...As per the store management and their District Manager they do not feel that this customers request for reimbursement of $150.00 is a reasonable request since they did attempt to make the delivery in question and the customer was not at home. Therefore they have no intension of making that payment. So, if the customer still feels that they are entitled to that reimbursement, they will have to persue that from a different venue.

Consumer

Response:

Please note that the last email sent by the PC Richard & Son representative is very much incorrect. Following an email to the District Manager earlier this week, I am pleased to report that the General Manager of the store has called me personally and has agreed to send me financial compensation via a gift card. More importantly, he also personally apologized for the situation, a response that I appreciated as much as the gift card.In light of these actions by the business in reference to complaint ID [redacted], I find that this resolution is satisfactory and the matter has been resolved.I would like to thank the Revdex.com and, in particular, [redacted], for his most helpful efforts in mediating this conflict and helping us to arrive at a successful resolution. Sincerely, [redacted]

Review: I had made a purchase on 5/**/2015 at the store regarding a new ** washing machine. [redacted] stated it wasn't in stock and they could deliver it on Tuesday the following week. I never received the delivery and I called back on Wednesday for an explanation. [redacted] and [redacted] spoke to me on the phone and they said they could make the delivery on Thursday May ** instead. I explained that I was very dissatisfied and requested to speak with a supervisor, which never happened. I requested for the delivery fee of $49.80 plus tax would be waived and credited to me. both stated they would do so once the delivery was made due to my inconvenience. The machine finally was delivered Friday night evening. The sales rep [redacted] stated once the delivery was made my credit card would have been refunded for $54.00 usc. I was waiting for the refund to be processed to my card which never happened. I had called again to speak to a supervisor and a man helped me who was nice and respectful. He stated he would leave a message to [redacted] to call me back Sunday may ** which he never did. All I want is the refund and I need your help receiving it. Thank you for your time.Desired Settlement: All I want is the refund for $54.00 that was supposed to be credited to my master card, and I need your help receiving it. Thank you for your time. any questions please contact me at [redacted]. My product is acceptable but the inconvenience of having no washing machine for almost a week when they said it was next day delivery is not fair. I have two young children an a backup of clothes to be washed.

Business

Response:

Tell us why here...As per the customers request, I have refunded the $54.00 in question back to the customers Mastercard that they used at the time the sale was made. I will mail a copy of the refund to the customers home address.

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: Hello,

We have purchased pillow top mattress and two washers on around mid August 2015 and get delivered to my address [redacted] through them.

At, the time of they had sale, we have selected pillow top mattress, but they said mattress they will delivered from their ware house.

Once they delivered it, and after few hours we found big water , dark spot on mattress also discovered that , on one side it doesn't have firmness(it's elasticity) then other side. we have immediately called them and explain also send them (PCR) pictures about it & asking exchange it or money back. But till day they were not doing it or delay matters saying, goods is on sale we can not give money back, also saying that we (PRC) not getting same type of mattress again. Also threatened us you have to buy new one with paying differences in current market. I am frustrated and that mattress still in our house taking up space on wall from more then 5-6 months. This also cost us arguing time within family as well as with them.Desired Settlement: Either get exchange of similar type of mattress without paying any extra cost, or take money back with cost of disposal of mattress.

Hope they (PCR) resolve ASAP.

Thanks [redacted] ###-###-#### (mobile)

###-###-#### ([redacted] )

Business

Response:

Tell us why here...Unable to find any such sale under this customers name, address and phone numbers given for August 2015. Suggest that this customer contact our bedding supervisor at [redacted] or call her at ###-###-#### and give her the invoice number for this sale so that she can assist them in this matter if that is possible .

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:

Hello,

Review: PC Richards sold me a Samsung refrigerator model # RB195ACPB bottom freezer which contains a defect that causes the refrigerator coils to freeze and collect water and ice inside and underneath the bins. This freezing has caused me to suffer damages for, including but not limited to, lost groceries, spoiled food, water pooling and freezing, and time lost from work. The repair person sent by P.C. Richard, pursuant to the extended warranty, “defrosted” the appliance and advised me that this is a common problem with these Samsung units, that there is not much that can be done to correct the problem other than to continue defrosting it and cleaning it when the ice collects. I have since learned that there is kit or repair part available from Samsung that will eliminate the condition.

On May **, and again on May **, I provided [redacted], [redacted] of the [redacted]. store with the above details and requested his assistance in obtaining service or replacing the unit. He assured me that he “would contact the Samsung representative and get back to me” to resolve the problem. To date I have not heard from him. In view of his indifference to my request for service, I ask you to please contact Samsung or the appropriate PC Richards officers and arrange to have this unserviceable refrigerator repaired or replaced. Since this issue is currently being litigated in federal court, you should be familiar with all the particulars. Please schedule a no cost repair or replacement for me without further delay. I would prefer to tell my friends and neighbors that my experience with PC Richards was positive, that you service what you sell, as opposed to telling them that I was stonewalled and the recipient of insincere commitments of Superior Service Before, During & After the Sale; by a business who sold me a defective product.Desired Settlement: no cost repair or replacement

Business

Response:

Customer purchased this refrigerator in December 2010. The only service call that we have a record of was placed in December 2013. Customer is under our extended warranty until December 2014. All he has to do is to call us at ###-###-#### and a telephone representative will set up a service call for him at no cost to him (under our extended warranty).

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]

THe service person who was here for the December service call informed that the water pooling and freezing problem I am experiencing is common to the Samsung refrigerator I purchased. HE further advised me that other than cleaning or defrosting the refrigerator there is not much that can be done further problems. A service person can call me or inspect the unit to determine if it can be repaired or needs replacement. THis response does not constitute a waiver of any rights or remedies that I may have pursuant to federal, state or local laws. Including the right to seek legal action.

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

Sincerely,

Business

Response:

That is a reasonable request. Have this customer call us at ###-###-#### and we will send a tech out to determine if this unit can be repaired or if it needes to be replaced.

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]

The service technician is scheduled to inspect the refrigerator this coming week. After his inspection we can determine if repair or replacement is appropriate.

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

Sincerely,