P.C. Richard & Son

Note: This was an online purchase — however I’m sure the delivery scenario is still relevant.
Below is the message sent to the online contact link.
SUBJECT: Customer Service
MESSAGE: Purchased a Refrigerator — was told to go online after 8:00 pm
the night before scheduled delivery to determine delivery time
«window». This was done with a result of 8:45 — 11:45 am. Received a
call from delivery driver that following morning about 9:40 am letting
us know the delivery time would be between 12:00 noon — 4:00 pm.
Needless to say this makes no sense — and now someone will need to
take an entire unpaid day out of work to take this delivery. The
driver/​caller said it was not his fault and had no idea why «they»
meaning your company would tell us something different. i.e.
(8:45 — 11:45 delivery time) I would like an explanation that makes
sense please.
Below is the response I received:
Dear Bruce,
Thank you for contacting us! The time frames that are given online the night before are *estimated* time frames, not set in stone. There are factors that can affect that time frame such as traffic, prior stops, etc. etc. Our drivers do call letting you know of a more accurate time frame which is what happened in this case. They will also call you when they are on their way.
Sincerely,
Justin K.
P.C. Richard & Son Online Sales Team
So i would seem when this company gives an estimated delivery time, that time really means anytime between wake-​up time and suppertime.

Went in today to make an exchange of a microwave we purchased that was too big for our kitchen built-​in. Was greeted at the door by John who was super nice and offered to find me a carriage for our child (who I was carrying around in his car seat).
I think we were in and out of the store with our correct sized microwave in less than 5 minutes.
John even went further to offer us a discount on a warranty.
And to top that off, he offered to carry it to our vehicle for us.
Maybe the first day we went shopping here was a fluke because ever since, their customer service has gone above and beyond.

In my life, never such a poor customer service experience. They had an item on sale we wanted. I am six hours from home. They offer in store pick up for items purchased online. My wife made the purchase online from home, and I am right by the North Haven store. Sounds easy enough, but AFTER you make the online purchase, it then tells you that you must have the credit card with you to pick up the item. If I had know that was a requirement, I wouldn’t have purchased as the card is not with me. They would not release me the item, then told me your card wasn’t charged because we didn’t swipe it (a flat out lie because I called my card company as soon as I left and guess what… card was charged). So they have my money, won’t give me my merchandise, lied to me about charging the card, and now I won’t be refunded for 7 – 10 days. All because they can’t tell you up front the card is required for pick ip. BBB and attorney general… here I come.

2 weeks ago they finally fixed everything wow thanks guys.

Thanks very much to Bennie, a manager who worked very hard to help solve problems with us. He understood how to treat a customer, answered our calls, returned calls, apologized for problems we encountered and finally worked with us to give us a discount on the stove. I did not enjoy feeling like the only way we could get there was for us to get so upset. I am grateful for Bennie’s intervention, but wish things did not have to get so out of control in the first place. PC Richards could probably prevent a lot of problems by returning customer phone calls, by training their staff not to sound exasperated on the phone when a customer needs help, and by communicating along the way. Rather than not returning a call, someone could call back (as an example), say, «I’m working on this to do the best job for you but it will take longer than expected.» That kind of communication would go a long way to keep customers happy.
Finally, we had a major breakdown regarding phone numbers. The original phone number we gave in the store did not work. I repeatedly gave my cell phone numbers for the delivery people to call. While Bennie promised me that he was relaying this information to the delivery people, they never once called me until their last attempt to deliver (the 4^th try). They told me that PC Richards had JUST given them the correct phone number. So, there seems to be a breakdown in communication between the delivery function and the store function. A lot of problems would have been prevented had our delivery people had the correct number to call all along.

Old fashioned way of doing business
My wife and I were in need of a new stove to replace out old LP gas stove. One day we went to Home Depot and Lowe’s. The sales associates in both Home Depot and Lowe’s were just that sales associates. They had a very limited knowledge of the product they were selling. This went along with the limited selection of stoves available. We asked about installation and each told us to contact out LP gas supplier or they could supply a company but it is very expensive. Starting a $ 250.00 and would most likely be more. One would take out old stove away for free while the other was going to charge a fee for doing so.
The next day we went to P. C. Richard & Son in North Haven, Connecticut. When we walked in we were greeted by Andy Chernak a sales person. We told him we were shopping for a new stove. He took us over to the stove area where there was a very impressive selection of stoves.
We has several questions for Andy which he had no problem answering. Obviously he know the product he was selling. Richard’s had both gas and electric stoves. We looked at a particular brand and kind of decided it would be the one for us. However I wanted to look at one more retailer. I told Andy this and he said that he would like us to meet the store manager who was in. He called over the manager, whose name I have forgotten. Again I said I wanted to look at one more retailer. Both the manager and Andy said they understood and looked forward to seeing us again. Not pushy at all.
We went to Hallock’s in West Haven, Connecticut. While they had a large selection was a large one what they indicated we would get for service was disappointing. Again we would have to get someone to unhook the old stove and hookup the new stove. Additional charges again.
Well we went back to P. C. Richard & Son and as soon as Andy saw us come in the door he came right over to us. Thanking us for coming back and could he help us. I went over what we had talked about when we stopped the first time. I again asked about:
Delivery — free
Taking away the old stove — free
Unhooking the old stove — free
Hooking up the new stove — free
Conversion of the new stove to LP gas done by them and only a charge for the parts for the conversion.
Service if needed. They do their own service.
We got down to making the final selection and the price. While I didn’t particularly want to spend the money the price was fair and all inclusive. This was on Thursday afternoon and Andy had the stove scheduled for a Saturday delivery. He explained that we would be getting a phone call to go over the delivery plans prior to the delivery date, which was two days away.
The call came and the caller went over all the information again to make sure. Then explained that the employees who were going to be delivering the stove and work would call first thing Saturday morning and give us a window of time when they would be arriving.
Saturday morning and we got a call from the installers as told. They said they would be at our home between noon and 4 PM and they would call again about 45 min. before arriving at our house. Well this is the disappointing part we never got the second call they just arrived rang the doorbell and told us they had arrived with our new stove. My wife and I were very happy to see them second call or not.
One installer came in and unhooked the old stove. He then went outside to help the second installer do whatever was necessary. They took the old stove out and brought the new one in. They were very careful not to bump anything.
They were very courteous doing a very neat clean job.
At 7:30 Saturday evening the store manager called my wife to see how everything went and were we satisfied. She told him we were and are looking forward to doing business with them again.
Fair price and they do what they say. The good fashioned way of doing business!

After reading my previous review a very on the ball manager at PC Richards contacted me. in 4 days I had my rebate check $ 125! I must say I am very pleased that someone is paying attention over there! Now that’s customer service!

Surprised there are not more positive reviews. This store has such good customer service! I need to get a chest freezer on short notice and someone was able to answer a bunch of my questions on the phone. When my husband went to go pick one up, they only had a floor model in stock. They took $$$ off the price and were even willing to order a new one and deliver it over 30 miles away while letting us use the floor model. Really friendly. It is really rare to see just helpful staff. I rarely write glowing reviews but I must say I was impressed. They really went out of their way to make us happy.

I went to this store trying to buy a new tv. They had plenty of selections to choose from. When I looked to find some help I couldn’t find anyone, for 30 mins I wandered around and nobody could help me. Then when I finally find someone, they couldn’t even tell me the diffrence between a normal and smart tv or a 4k tv. Then the employee started to get rude and suck on his teeth, making sign noises like I was wasting his time. Horrible experience.

The short version: it took over a week, five people (including two managers), four phone calls, and an extremely irate visit to get my money back on a canceled transaction, all because of a complete lack of communication, or perhaps a complete lack of competence and overabundance of apathy.
The long version: Several days before scheduled delivery of a new dishwasher, circumstances required that I cancel the sale and delivery. I called and spoke to the salesman who had sold me the appliance, Alphonse; he became somewhat surly when I told him I needed my money back, but said he was putting through the cancellation. The next day, when the money had not returned to my account, I called again and was told that it could take up to five business days for the refund to process to my debit card. Six business days later there was still no refund, and I called and asked for a manager. Rather than transfer me as I had asked the rep kept me on the phone for over five minutes while he tried to determine what was going on, asking me the same questions over and over. Finally, on my prompting, he put me on hold, and eventually a manager, Rob, picked up — and I had to start from the beginning with him. My temper was fraying, and I became sarcastic; Rob took umbrage and told me, «If I find out we’re right I’m going to expect an apology.» (As close to an exact quote as I can manage, that.) After nearly ten more minutes, he got exactly as far as the first person — nowhere — and told me he would do further research and call me back. Two hours later I had not received a call, so I telephoned again, only to be told that Rob was gone for the day, but before he left he had the newest rep I encountered, Gabby, process the refund in cash since they could not refund a debit card directly (or she did it on her own — she said both). Also, she said that Rob had said I would «be right down as soon as possible», which was news to me, but — having no other choice — I left at once. On arriving, I had to hunt down a salesperson (unlike other times when I was pounced on within seconds), to be told that Gabby had gone «across the street for a cup of coffee», despite the fact that (or maybe because) I was on my way. Eventually, Eddie, the manager, after having me tell the whole story yet again, gave me the money that Gabby had left for me — and explained to me (for the first time) that normally a refund would never happen over the phone, that a customer has to go in for it.
And maybe the best part? I never received an apology.