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Reviewed Nov. 17, 2016
Over 2 weeks ago I went into Best Buy in Mt Laurel, NJ to order an gas oven and microwave from Samsung. My rep Ryan was kind and helpful and informative. However that’s where this sale went off the rails. Two times my order was scheduled and cancelled 5 min before the end of day leaving me without explanation that was acceptable. Example - 1st time - oven was dented and they didn’t want to bring damaged goods. 2nd time - delivery person didn’t have proper insurance and couldn’t make it; I kid you not! At 5 PM Wed 11/16 installations showed up w/ just my oven then tried to disconnect my old oven but couldn’t. 2 large men couldn’t disconnect a hose? I called PSE&G who came out and in 1 sec disconnected the gas pipe and noted that the gas pipe was all messed up and they must have tried to unscrew the wrong part of the hose!!!
I called Pacific Sales to log a complaint and they attempted to calm me down but right now all I can do is to advise the rest of the world that if you want FRUSTRATION and DISSATISFACTION along with ineptitude then you go ahead and order from Best Buy, Pacific Sales and 3rd party installers from XPO last mile- they buyer beware!!! As far as the products aka Samsung I can’t say really since they haven’t even delivered them so stay turned. And in good faith I am in contact with P&F reps and BB reps trying to resolve these issues - which is nice - but frankly what was said and what they've done sounds ok but what’s so far has had little validity or a resolution insight to date.
My advice is to avoid all 3 since they appear to hire people who are happy to take an order but can’t seem to deliver goods effectively, properly or timely and drives customers to the point of writing to customer affairs. Does that seem something you want to spend days, weeks doing??? All I was looking for was a decent oven and mic–nothing more–just selected poorly an org that simply can’t deliver!
Reviewed Oct. 19, 2016
I am a 74 year old male with 5 income homes and 2 income buildings. I keep ample money in the banks  yet when I tried to write a check at Pacific Sales. Telecheck refused to accept it!! I keep well over 6 figures at all times in my accounts. I felt humiliated and embarrassed by the denial to accept my check! I will not be returning to Pacific Sales as long as they are affiliated with telecheck!!!
Reviewed Sept. 21, 2016
Horrible, just horrible! I have never been so disappointed with any company ever in my life! If you are big on reviews, I advise you to take this one into consideration. Pacific Sales is an appliance company that sells their merchandise/ appliances through Best Buy company. One day, my mom and I got rid of our outdated refrigerator and went to Best Buy being optimistic on purchasing a new refrigerator. We were just going to look or window browse in hopes we might find a good deal. We came across one that was simple and sleek with its appearances and size. It was side-by-side, two door Whirlpool stainless steel refrigerator.
Moving on, we ended up purchasing the refrigerator the same day with Stephen the sale rep. He was great help with helping us look for what we were looking for. Originally, I didn't want one that had the ice maker, so he took it beyond himself to look for the same model that didn't have the ice maker option. He found the same one without the ice maker option and I was literally thrilled. We ended purchasing the same day with delivery was in about 1 week and half.
So we waited for the fridge to be delivered. The fridge came as purchased. Brand new. We used the fridge for about a week, until I came to my sense that this fridge is way too big for an apt. It was too wide and the depth was too deep, I forgot the measurements but I ended up going back to Pacific Sales to see if I can exchange it for a smaller size. Again, Stephen was helpful with that. He found the same model in a smaller size without the ice maker also. We did an even exchange, even though the bigger one was a bit more.
I again waited about 2 weeks, due to the fridge was backordered. I kept calling PS and questioning about my fridge being delivered. Yet again, Stephen helped with that and he also offered to give me back $100 just because we waited so long for the smaller model to come. So, one day the delivery company came and picked up the bigger model to take back to the warehouse. Somehow in the midst of picking up the bigger size modeled they didn't deliver my smaller one I had exchanged for. Nowhere in their invoice had mention that they were suppose to deliver the smaller model. So, with that being said my mom and I didn't have a fridge for several days until the smaller model came. I was already upset about that.
We waited very patiently for the smaller fridge to come. It eventually came about 3-4 days later. However, during delivery I was at work and my mom was home. My mom does not speak any english and I was communicating to her via phone calls. The delivery people came and delivered the smaller version. Once I got home from work. I notice that the fridge was damaged from the right side of the door to the right side panel. Again, with all this time waiting in between, I was left upset.
I called back and made a complaint to PS. The customer service lady helped me and offer $200 in store credit in place of the damage. In my mind I just wanted a nice undamaged fridge that I paid for. I would hate to always walk by it and see that it's damage. So I told her that I didn't want the store credit. She ended up fixing the order and setting up arrangement for delivery to be picked up. Several day after the delivery people came to pick up the damaged fridge and deliver the undamaged fridge. I said, "Phew!" in signs of relief, I thought this would be the last problem I encounter with this company. It wasn't.
Two weeks after the ordeal, I received my bank statement from Best Buy, since PS is an adjunct company through Best Buy. On the bank statement I was not only being charge one Whirlpool refrigerator, but two. One for $939.23 and the second one for $988.98. I have made contact with their customer service representative and he has yet to help me. I have filed fraud with bank and also made a dispute with them. I am above and beyond frustrated with Pacific Sales along with the delivery company they work with. Here I am, unhappy, dissatisfied and stressed for something that I am being charge that I have no ownership of. I need help on what to do. I continue to check up daily with that customer service rep.
Reviewed Sept. 6, 2016
We have a 1 YEAR OLD LG refrigerator that is under extended warranty with Best Buy appliance division, Pacific Sales. July 4th they were contacted in regards to the fridge stopped working and wasn't cooling. July 11th someone came out to look at and order the parts. The parts were on "back order" from Pacific Sales and were finally installed on August 2nd, main board for the fridge. Once the contractor left the house an hour or so later the fridge wasn't working again and the error code was back. Another ticket was filed with Pacific Sales and the tech was back out on August 8th to order all the parts again, ANOTHER main board, assembly fan, and dispenser. We waited until August 26th for them to replace the items listed above only to have the fridge not working again an hour or so later.
We have contacted Pacific Sales on each occasion, followed up on parts status, called and complained on multiple occasions for ETA etc. The 29th of August they were contacted and were told to update us within 72 hours. A lady called my husband on the 31st said "they are working on it" and as of the 6th of September nothing. I have called again stating that the fridge is a dud and the main board has been replaced now 3 times and still not working. They do not seem to be concerned or moving quickly to replace it.
I have called the customer service line again. As of 9/6 they will not transfer me to any other management for assistance. We are continuing to get the runaround, the fridge is a Lemon, and not working. We are now well over 2 months without a fridge in our home and Pacific Sales still has yet to take care of the situation. Worst experience ever. I have told all friend and family to NEVER EVER purchase appliances through Best Buy ever again.
Reviewed Sept. 2, 2016
I purchased an opened box refrigerator. I was told the only issue was that it probably had not been accepted for delivery and the door was obviously out of alignment. I asked the salesmen if that could easily be fixed and he assured me doors are often removed to get the item in the house and that would be fixed before delivery. After spending considerable time unpacking my fridge and putting my frozen food on ice, the new one arrived with the door still broken plus the bottom frame/door cracked. I'm wondering why the fridge would go from the store to the warehouse to the truck without anyone stopping it from being sent broken. After several calls, the delivery men was told to bring it back. I called the store and they agreed to send another fridge from the warehouse.
After 5 weeks I received a call the night before delivery and was told it would be delivered the next day after 4 pm as agreed upon. I was called at work around noon and was told the delivery men were in the area and wanted to bring it then. I told him that I could not leave work, got off at 5 and wanted the delivery after 5:30. He said he could not do that, the latest would be 4:15. I said I would get off work early. I got home at 3:20, unpacked the refrigerator and freezer and waited. Around 6 I called to see what the holdup was. I was told that they came and no one was home. I said that was a lie because I got home at 3:20 and I have a house guest as well as a mom that had been there all day. They refused to bring it back. I tried reaching a manager at the store to no avail.
I called Best Buy numerous times to get voicemail, hang-ups and long holding. I finally got a person, who said he would call the central office to intervene; the customer service manager would call me within an hour and hopefully they would bring it back. No one called until the next day and it did not come back. I was very angry because the delivery manager obviously lied and the time invested in leaving work early packing and repacking the fridge once again. The person agreed to issue a credit right away. I had to call twice before that occurred. I did get a refund.
Reviewed Aug. 25, 2016
The Pacific Sales company who facilitates their extended warranty service is ridiculously WORTHLESS! I have called a number of times to have a leaking Kitchenaid refrigerator repaired and after 3 service providers couldn't come out for over a week, they send someone else over. A part is needed to repair it. It's been OVER a week since the repair person was here and I found out today the HOSE (yes, hose) was ordered yesterday - a full WEEK after the technician was here and took apart my refrigerator. Not only are the service providers are awful, so is the "broker" who coordinates these awful services. I would expect better service from Pacific Sales - but I was wrong! I will NEVER purchase another appliance from Pacific Sales (after having brought a microwave, double oven and refrigerator - $7,000+) and will be sure the extended warranty of any appliance is not with this so called "preferred" company that Pacific Sales uses.
Reviewed June 30, 2016
Purchased appliances from them - their delivery service ruined our brand new garage entrance. After 100+ emails, visits to Best Buy store and contact with corporate not a dime reimbursed. Their free delivery actually cost us over 500. This place not to be trusted.
Reviewed June 7, 2016
Purchased top of the line KitchenAid with full 5 year warranty. $859.00 Dishwasher completely died almost 3 months ago after having it for 1 year and 1 month. First replacement offered was a plastic Frigidaire worth $279, next was an LG for $549. Then they said I would have to buy replacement parts to install new brand of dishwasher and a purchase a new warranty to cover it. I have spoken to at least 20 different people, each promising to call back, usually the next day. In 3 months, I have never received a phone call, and one person even said they could not call me because they didn't have an email, even though my offer was received via email. Absolute worst experience ever with a company. I have given them a short window of time to give me a valid offer and have told them that I will picket outside Pacific Sales. I cannot say enough about the absolutely horrible experience. I wish I didn't even have to give them one star.
Reviewed June 1, 2016
I bought a LG refrigerator (Model No. LMXS30776S) from Pacific Sales, Best Buy store in Union City, CA. I bought 5 years extended preferred protection plan also. On that I was communicated that it will cover everything. Now one of my refrigerator's vegetable tray (drawer) has been cracked. When I call the given number (1 - 800 342 5349), she was saying that “We don't cover the plastic items. We cover only electronic and mechanical failure.”
If it is like that then I must communicated like that. When I call to Union City store then the guy picked the call was very rude and didn't talk to me politely and he said "The saleswomen sold the product to you. She is no more working here and we don't know what did she tell." It is very frustrating that by paying $175.00 for the protection plan and are not covering $40.00 item. This protection plan is a scam. Basically they don't cover anything which is useful. My recommendation for this plan and Union City store is zero star and not recommended.
Reviewed May 29, 2016
RUDE. I will never go there ever again. Not only did they not match their own written quote from the same day, when we went back to want to purchase the appliances per the written quote, the prices suddenly changed. The customer service we worked with, days, literally told us "no you can go now" as we asked him to finalize a purchase that he quoted us only hours before. I will pay more to never have to be talk to and treated the way Dave at the Escondido location treated me.
Reviewed May 11, 2016
We purchased extended warranty only to have our gas dryer break and have been trying for months to get it fixed! This place is one of the worst customer service call centers I have ever in my life dealt with... I was on hold for 20 mins only for them to tell me they have nobody in our area to come and service our dryer. ARE THESE PEOPLE SERIOUS!?!? Mind you we purchased... a gas dryer, washer, stove, dish washer and fridge from these people! As I have been reading reviews I see that I am not alone! I hope they figure this out cause I'm going to keep being a pain in their butts until they do!
Reviewed April 6, 2016
My husband took the day off for the installation (of Whirlpool washer & dryer). The night before they gave the time which is ridiculous because they won't give you a window like morning or afternoon and the morning of cancelled because they didn't have part. The part that should have been ordered early on. It took three visits to finally get it balanced. The third person balanced with real tools not an iPhone app. Service is horrible. They are too big and there are too many departments involved. This was by far one of the worst experiences with purchasing appliances I have had and I have purchased many. We lost four days and two days' pay with this! So where is the savings??? Larry the salesperson and Mike the manager were wonderful but the service was awful. It actually became a joke with the app for leveling. Try it everything is level... lol.
Reviewed Feb. 24, 2016
Jim ** the salesman was exceptional but I have to say this was the worst experience of my life with a company. The delivery men were not professional at all. They did not have booties to wear when they came in my house even though it had snowed the day before and I made sure that they had a clean driveway and walkway to make everything easier on them. They left my house muddy. They told me everything that they couldn't do. They couldn't get the washer and dryer in the house because it was too big and they told me that they would have to rip out one of my doors with the frame on it but wouldn't put it back up.
When I pointed out another door for them to bring them in through he measured it and told me that it would fit through there. He began to rip the doors off the hinges and put them against my kitchen wall without a care in the world as if he was rushing and left nicks in my wall. He then realized that he couldn't turn off the water line and told me it was frozen. I knew it wasn't. It just was old and hasn't been turned in a long time and was stuck. I told him "What do you want me to do?" If he couldn't turn it how would I... He just looked at me and said that they would have to come back. I didn't know what to do since my husband was at work so I said "Ok." My husband told me that they called him when they left and told him we needed a professional plumber to come out and do the work before they could come back because they needed the sink to be removed in order to make it fit. I was so upset and did not want them back in my house.
My husband calmed me down and said that he would look at it when he got home. When he got home he was able to turn the water line off and was upset that they couldn't do it. Now he had to spend his day off installing them on his own and he did. He noticed that when I told the men to hook back up my old washer and dryer since they took it apart that the tube for the dryer was ripped and they tried to cover it up. What kind of people do you hire??? They obviously didn't have customer service skills and told me that they couldn't do anything because they didn't want to be liable for anything that breaks but they tore my tube for the dryer and didn't do anything to compensate me or even tell me that they did it. My washer and dryer fit just fine with the sink right next to it and they look great. It's good that you have professional salesman to sell your products because you need to cover up the terrible work these delivery men do...
Reviewed Feb. 23, 2016
Purchased Kohler Undermount sink, Pasadena Store - over $500. The Sealed box was delivered. As Kitchen remodel contractor was installing quartz countertops. He opened the Kohler box and found no template. I assume this is not Pacific Sales' fault. It was Monday and the store was closed. Next day I contacted the store hoping they would be able to get a template or help me get one. Without asking for any information - my name, sales check or sink product number, the unconcerned person I spoke to immediately said: "There's not a template in every box. A GOOD Counterman will make his own template directly from the sink." I told him that the Kohler website states that a template will be included in the box for this sink and if it isn't used, Kohler will not honor the warranty. His reply, "Then call Kohler." End of conversation.
Reviewed Dec. 29, 2015
I spend 45 minutes looking at appliances and the sales staff ignored me even when I tried to make eye contact. My neighbor had the same experience at the Huntington Beach location. They were too busy talking and laughing among themselves to even ask if I needed help. Horrible experience.
Reviewed Dec. 10, 2015
We purchased a top of the line Samsung Refrigerator after relocating with the military to San Antonio. We were excited to be in a large city and have the opportunity to shop at a large Best Buy with Pacific Sales. We purchased several new appliances from this particular store and have had repairs on all of them. Based on our experience and the numerous customer complaints, I clearly see this was a mistake.
Take your money somewhere else. We have had this particular Samsung fridge serviced 4 times. The first 3 times was one repair company that was just awful, never within the window, lost a screw to the ice machine and cracked the outside panel of our $2500 fridge! Four repairs later and the fridge is still leaking inside and out, all over the outside door and onto the floor, a bloody mess. It is actually embarrassing to have this fridge in our house and we paid a ton. I have called and emailed endlessly and nothing. Beyond disappointed especially as loyal BB customers for over 15 years!
Reviewed Nov. 25, 2015
I purchased a Bosch dishwasher in September from Pacific Sales in Torrance and it is now November 25th and I am still having major problems getting the dishwasher installed. The first dishwasher delivered & installed by Geek Squad had ding on the door, which the installer noticed AFTER he installed it. He then ordered a new door & we schedule the next installation for 2 weeks later. The new door was again installed by Geek Squad and after installation I noticed that there was another ding on the door. The installer ordered a third door and we scheduled another installation the following week. The Geek squad installer cancelled the appointment the day prior to scheduled installation so another date was set.
The morning of the installation, the Geek Squad called & said there was no door available for pick up & that another order needed to be scheduled. By this point, you can imagine my frustration so I head down to the store, ask for a manager, he was at lunch, file a complaint and work with Michael, one of the Pacific Sales reps, & he decides to start "fresh" & purchase a new dishwasher & have Peerless Installers do the installation & return the old one. He stated that Peerless would be calling me to schedule a time convenient for me. Unbeknownst to me, he actually scheduled delivery without my knowledge at a time that no one was home. Peerless shows up at my door and no one is home so they return the dishwasher, call me and we schedule a time for delivery.
The day of new delivery, Peerless goes to pick up the dishwasher once again from Pacific Sales and they state they can't find the dishwasher and that we need to reschedule once again. I have now stayed home from work 5 days and 20 hours in order to get a dishwasher that I purchased in September. I just called Pacific Sales to speak with their manager Milton, I was put on hold for 10 minutes & then told to call his cell phone. I called, Milton picked up and said he needed to call me back in 15 minutes. Still have not heard back from him. Pacific Sales, their managers, sales reps and all their installers are horrible and if you can't afford to stay home 5 days and 20 hours to buy a simple appliance, I suggest you go to someone else. This has been awful!
Reviewed Oct. 30, 2015
Purchased a refrigerator, and they damaged it while delivering. I'm getting the runaround because it was a floor model and they want me to go to a less feature, 1 for the price that I can. But that is not my fault, delivery man damaged not me. I haven't used those because there's a lot of damage. Deliveries of machinery not working. Appliances not working. Maybe we should all start looking for someone else to have our purchases or take a business someone else. I have been trying to get to a corporate office to take care of this matter. As soon as I get one I'll let everybody know. Now they're suggesting that maybe we damaged it.
Reviewed Oct. 13, 2015
I am left with a feeling of being robbed by Pacific Sales & their customer service! I am fuming and got myself in rage with the Pacific Sales company where I've purchased a set of Whirlpool Washer and Dryer & in the process lost my original Maytag washer & dryer. My washer was still in good working condition even if it was 23 yrs old!!! My horrid experience started the day of delivery: at the second wash, the tumbler went crazy. The bulky cycle did not function, the machine went on a crazy, spinning cycle of filling/draining for an hour until I manually stopped the machine & called Pacific Sales for an exchange. They re-scheduled a new machine to be delivered 4 days later.
After taking a day off work to get my second delivery.. the delivery person asked me to try it out for a week or two and he set the machine for a test run before leaving (it only took him 15 minutes to deliver, he ran out of here as fast as he got in). So, after 40 minutes of his "test run" the machine would not stop running water... same thing happened as with the first delivery. Only this time the setting was on "Drain/Spin" mode... Why would you have water running non-stop if it's supposed to be on a draining/spinning mode??? Go figure.. I was not going to let my water run for 2 weeks to get it replaced. I realized this High-Efficiency saving water machine was a piece of junk. So I called back and got the worst customer care EVER..
Their service over the phone was beneath all what you expected from Pacific Sales. They could not return my old machines as it was handed over to a friend of the delivery man! I did approve of it, but I had no idea that after this donation was going to leave me astray with junk and no willingness to help me out. He refused twice after being requested to return to my address (being 1:45pm in the afternoon while they are working until 9:00 pm).
I am Extremely unhappy & frustrated, left with a feeling of being robbed by this company that really didn't care a bit if they left a customer unhappy. I was on the phone with them for over 45 minutes, being placed on hold several times to be left astray. Long story short & a very, very frustrating time with this company not willing to lift their little finger and arrange a same day or next day delivery of a promised item that is supposed to be in perfect condition. Therefore, if they don't care of their customer, I will NEVER AGAIN BUY or order anything with PACIFIC SALES!!!
Reviewed Oct. 7, 2015
The sales process was smooth and efficient but everything fell off a cliff after that. I bought a washer/dryer combo and a built in refrigerator for a new home. I suffered through three aborted delivery attempts where the delivery guys claimed it was impossible to carry the refrigerator up the stairs to my second level kitchen (the reason why changed every time I asked). Finally I give up in disgust and had Pacific Kitchen leave the unit in my garage. I ended up having to hire a moving company to complete the work -- who apparently can perform the impossible and simply carried the fridge right up the stairs with no drama.
I then called the Pacific Kitchen delivery company back to have them complete the install as they'd said they'd do. I was first told that they did not offer installation services for the specific model I bought (despite the fact that I'd paid for installation). Then they simply did not show up for the scheduled installation appointment we'd set.
By this point I no longer had the energy to keep fighting with them, after two weeks of living in my new house without a working refrigerator. I again hired a different company to finish the work that I'd paid Pacific Kitchen to perform. At every turn I was met by stonewalling staff, inconsistent stories, and flat-out lies about what they would and could do. Definitely one of the worst sales experiences I've ever encountered. There is no way I will ever spend another dollar at this business. They are terrible, horrible, no good, and very bad.
Reviewed Oct. 5, 2015
Went in with a friend to look at appliances. A sales girl gave us a quote for a 4 appliance package. We left the first time to compare prices... like anyone would. Went back the next day with my hubby. She told us that she would not give us another quote unless we gave her a $200 deposit. What in the world? A deposit to get a quote on appliances? We walked out. Was too much like a sleazy used car lot.
Reviewed Oct. 2, 2015
Do not buy appliances in Best Buy associated with Pacific Kitchen and Bath and by all means DO NOT PURCHASE THEIR EXTENDED WARRANTY. We bought a washer 2 years ago. I need service because it is making a grinding noise during the phase of determining the size of load and the spin cycle. First, nowhere is the service number located on the internet. Best Buy will provide the number if you ask. It is only printed at the top of the receipt.
HOOP #1 - After 2 calls, they told me there was an issue with incorrect information sent to the warranty company with only indicates partial coverage and verified that we do have 5 years of service (this is a call center). HOOP #2 - I got transferred to the "warranty company" which is obviously another call center, only to be told that she would have to hear the noise over the phone in order to make an appointment. This person is not a service technician. Why would she have to hear the noise over the phone. If I call to make an appointment for my car the person doesn't ask to hear the noise over the phone. I asked for a supervisor and was left on hold. HOOP #3 I am currently on hold for a manager on duty for which I was told would be 20 minutes if I wanted to hold, 1 to 2 business days if I want a callback. What kind of racket are they running? They obviously want you to call a service man and pay out of pocket so they don't have to.
I will never purchase another appliance from Best Buy and I will never purchase another warranty with Pacific Kitchen and Bath. I don't know how they get away with this.
Reviewed Sept. 29, 2015
We purchased a Samsung refrigerator that did not work right out of the box. A repairman was scheduled from Pacific Kitchen & Home. They told us they would be out between 2-4. The day of service the repairman called me at 1:30 and said he was on his way. When I told him nobody would be home until 2 because that's what time they told us they would arrive, he hung up on me.
When he got to the house, he was not able to fix the door because he didn't have the right tools in spite of the fact that this was one of the things I reported wrong with the refrigerator in the first place. We had to call back and reschedule the repairman again. We explained that we couldn't miss another day off from work and they would need to give us an hour's notice. Instead they just showed up at the house and didn't wait for us to get home. Horrible customer service. The repairman was rude, incompetent and unprepared. I recommend demanding another repair service and not using these people. Save yourself the aggravation & mistreatment.
Reviewed Sept. 25, 2015
DO NOT, I repeat DO NOT purchase appliances or the extended warranty through Best Buy/Pacific Sales. What a joke! I am at my absolute wit's end! I purchased all new kitchen appliances at Best Buy in Minnetonka, MN in October of 2013 and purchased the extended warranty for my dishwasher and range. The slick salesperson I worked with assured me that the warranty was the best one out there and if I had any problems with an appliance and they are unable to fix it, the appliance would be promptly replaced. Well, I have been trying for 10 days to get a repair call scheduled for my dishwasher and NO ONE can help me. I have made at least 5 phone calls to the extended warranty number (WARRANTECH) and have spent over 2 hours on the phone, mostly on hold trying to get somewhere.
I have never been so frustrated or disappointed in a company. Today I will be submitting a complaint to the better business bureau for a fraudulent warranty. I live about 5 minutes from the heart of Minneapolis and I have been told there is only one service provider and since neither I, nor the extended warranty company, can get a hold of them, that there is no one else and they need to continue searching for a different company. They have been "searching" for days now and somehow have not been able to find another service provider? Hmmm and let me state that the first service provider they told me to call was an Audio and Video repair company and their website says nothing about repairing appliances.
How is it possible that there is only ONE service provider for the entire Twin Cities Metro area? The latest response I received this morning is that I will need to wait 2-3 more business days for a supervisor to return my call. Are you kidding me? By the time I receive a call back I will have been without a dishwasher for over 2 weeks. I will certainly NOT be recommending Best Buy /Pacific Sales to my friends and family when they are looking to make purchases of any kind! I only wish I had read all the negative comments out here two years ago and I would have stayed very far away from Best Buy and Pacific Sales. What a bunch of frauds!
Reviewed Sept. 9, 2015
I spoke to Lee in customer relations and he said he would get right back to me. That was Saturday 9/5/2015, no call nothing. I called the store and asked them to resend my units with another delivery company since Anthony in delivery said he is not coming back to my house and hung up on me. The store, my salesperson Daniel said he would do that if I paid for it. I have never been treated so badly by so many reps.
If you look at my history I had a big order years ago had issues went to Snyder Diamond for my next large order. I thought I would give you another try, guess that was a mistake. I will never do business with Pacific Sales again. They clearly don't want me as a customer. I was having a washer and dry installed where a current washer and dry are now. You would think it would be easy. They have refunded my money by way of check which I now have to wait for and could care less about losing the sale. Guess I will go back to Snyder Diamond and get them there.
I had to call to get units, Daniel never followed up with me. Called me at 6 AM on Saturday to tell me they would be there in an hour. I asked if they could come later which they replied "no, they would be there at 7 AM." They showed up at 8:15 AM. They told me my gas line is inch and they could not do it. My gas line is in fact 3/8 the exact size they need. They told me I need a new vent. I ask what kind of vent, can they do that, what am I missing. They said "it's wrong, hire a handyman and fix it." No info, nothing, just wrong. How would I get a person to fix that tell them it's wrong and hope for the best.
Anthony, your supervisor in delivery said he would not come back. Should I beg him to come back? If he came back there is no guarantee that he would send people that would install it. If changes were needed, I would have paid to do so. That was not an option. I don't think changes need to be made, I have units there now working. He told me the onus is on me then said "if you don't know what that word means, he could use another word." Then repeated it. I called customer service, nothing back. I called about 10 numbers, no one wanted to help. I will do my best to make sure everyone I know understands Best Buy and Pacific Sales is at your own risk..
Reviewed Aug. 29, 2015
As with the other unfavorable reviews regarding Pacific Sales, my husband and I have experienced the most unpleasant delivery of appliances possible. Not only did the delivery men attempt to deliver the item two hours before the four hour window, but questioned me as to whether or not we had the items installed. The receipt clearly stated that they were to pick up an existing wall oven in its original packaging and deliver another unit as a replacement. After agreeing to meet them an hour or so earlier they arrived without any shoulder straps which was specified on the receipt. I explained to them that we had hardwood floors where they were going to set the appliance and that our entrance had decorative stone work that would be damaged by an appliance dolly.
They proceeded to tell me that they knew what they were doing and stated that they had families, were not going to risk and injury, and that their insurance company would not allow them to perform the task. Funny, when I explained that the first delivery people were able to carry the oven in with shoulder straps they responded by telling me that I didn't know what I was talking about. It was evident that they were in a hurry to leave and weren't conscientious about how to remove one box before carrying in the next. As a result they managed to break off a copper exterior sconce that was in pristine condition for over fourteen years in the front of our house.
In addition, they were so careless that they uprooted a sizeable lavender plant that was thriving in our front entrance. When I pointed it out to them they denied it even though it was in the exact location where they had to bring the dolly up our step to the front door. Interestingly, one of the delivery men took a picture and asked me how much it would cost to replace it. When I answered them it was nothing but denial. I asked them to leave and that I would handle myself knowing that the customer service was my only recourse.
I have since contacted the customer service department to report the incident. The representative informed me that the insurance company would be contacting me within 48 hours. After reading the type of response that Pacific Sales extends to their customers it would be something short of a miracle to receive any kind of response. Does anybody believe in integrity and honesty. Keep your eyes open when receiving any deliveries from Pacific Sales. This could have been avoided if they had followed the instructions that were printed on the receipt.
Reviewed Aug. 17, 2015
Bought the big dollar big screen (Samsung). Lucky I bought the extended warranty 3 years and tv shuts off. PS refers to service dept (sucks). They say they are aware of the problem (should be a recall). "We have to order part. We will let you know when it's in." 2 weeks later nothing. Should have bought from Costco or SAMs and returned it. Never again.
Reviewed July 30, 2015
Two months ago, I purchased an oven from the Pacific Sales, located in Torrance California. I have yet to receive said oven. My initial order went seemingly well, of course this was the part when Pacific Sales was taking my money. Since then, they have lied about the delivery of my oven on three separate occasions. The most recent time has been the most comical, comical because the best thing you can do is laugh at these situations. I had already come to the realization that me counting the days on a calendar, as though I were an inmate awaiting his/her release date from prison, was going to do me no good.
Two months removed from my order, I received a call from the sales associate who assisted me on the floor when considering my options. The sales associate informed me that they received "one" of the highly sought after ovens which I purchased, and that he thought it'd be fitting if we're the lucky customer to receive the oven. I gladly accepted the offer of Pacific Sales fulfilling their end of the transaction, only to have some young women calling from an unknown place call me two days later only to inform me that I would not be receiving my oven.
When asked for additional information she did not hesitate to put me on hold, and transfer to the Torrance location, where I was lucky enough to have my call disconnected by an unknown Pacific Sales associate for the 23rd time in two months. When I call them back in an effort to gain clarity on the situation, I am met with the same response, what would be a dial tone, if it were 15 or so years ago. The times prior to these were much of the same. Pacific Sales cares not about their customers. Enough people will be done improperly that the money that this company and team of people working within it will dry up as the customer bases depletes, and dies off much like Pac Sales customer service has.
Reviewed July 21, 2015
We purchased a new KitchenAid (top of the line) dishwasher from Pacific Sales on May 2012 (including the extended warranty -- which is basically worthless). To date the rollers on top tray have disintegrated twice (first time after less than a year). The first repairman came out and told us the tray would run about $350 because the tray was not under warranty (he lied -- it list for $180). He replaced it with a used one he had in his truck. About 6 months of use, the rollers disintegrated again. I was able to find them on a third party web site. I replaced them myself and the tray worked better than new.
Last week the top sprayer stopped working. My wife spent over two hours on the phone trying to find a warranty repair service. The person she spoke to said she would enter it in the system and the repair service would call us in a couple of days to set up a date to come out and repair it (or tell me what part is broken -- which I already know -- and would have to order it).
I called Josh (the store manager in Corona) - I asked for his help. He made it very clear -- they are only the distributor for the product and I would have to pursue service with the service company. He even admitted -- the products they sell in their store are cheap, poorly made products that are not intended to last for a while like the products made 20 years ago. He said it several times. He confirmed the $800 dishwasher I purchased is a piece of junk and I am stuck with it.
This is the LAST product I will ever purchase from Pacific Sales and from reading the previous reviews, I can't for the life of me see why anyone would do business with them. When the store manager admits they sell cheap products not intended to last and let the buyer beware. I WOULD NOT recommend Pacific Sales to anyone -- instead I would recommend they never step foot in any of their stores.
Reviewed July 21, 2015
While my husband and I have purchased all appliances for the last 15 years through Best Buy.... we've now had over 4 damaged "new dishwashers" delivered and despite our best to inspect, installers find damage that make it un-useable! Not only have we've waited over a month, we also have damaged washer in garage taking up space so that it wouldn't get stolen or even further damaged. We paid a lot of $ for brand new dishwasher and continue to receive damaged new ones!
Last week we were promised installers would pick up themselves and deliver to decrease the chances of damage. We received a call night before stating between hours of 10 & 2 and then I received call the day of making sure everything was good to go. I had to take off of work, stay home all day and after attempting to contact numerous times, I finally got a call that the installers were unaware they were picking anything up. Date was once again scheduled, for 5th or 6th time (lost count) and were promised that we'd hear from them by 8 pm. Well, almost an hr past 8, no call and despite numerous messages left between my husband and myself... still nothing! So dissatisfied and for a company as great as Best Buy.... this will be my last time ever buying through them as long as Pacific is in charge!!
Reviewed July 18, 2015
Please do not buy anything from this store..... I bought a Samsung refrigerator which was defective and would splash the ice and water all over the ground from the ice dispenser. Two people already fell as result of the spell. I spoke to Tim, Store manager, and Teresa for several months. I called the service department multiple times. I was told by service department that this problem is the result of a poor design and can't be fixed. I tried to explained to them that this refrigerator is unsafe for any household and yet they still refused to exchange it for me. This model refrigerator was highly recommended by the sales associate and they don't even stand by their product line that they choose to carry. They failed to research about the products that they sell. Very poor customer service... Very poor communication. I paid $3,000.00 for this refrigerator and no one is willing to help me.
Reviewed July 2, 2015
I bought a brand new fridge from pacific sales in Rancho Mirage, Ca. The sales person was great, very nice and helpful. When I got the fridge was totally dead. Would not work. When I called I was told I have to wait 24 hours for it to cool down. After 24 hours it was still at 90 degrees. I called again and I was told they can do nothing till I get a service person to look at it. The next day I got the service person who found that there was a major problem with the fridge. The thing that when I tried to call the store manager he would not call me back. They would put me on hold forever and cut me off. They refused to give me the district manager phone number.
After being on hold on purpose forever and being hung up on few times I was furious. I was going to ask for an exchange but now I want nothing to do with them. I will never buy anything from pacific sales. Now I have spoiled food and a dead fridge. Finally called their 800 # which connected me to the sales person to help me. Now the fridge is going back. I had no apology, nobody offered to reimburse me for all the spoiled food, or for the delivery charges.
Reviewed June 2, 2015
My wife and I purchased a new washing machine from pacific kitchen & homes. They delivered the first washing machine within a few days of purchase, and when washing machine was delivered the delivery personnel damaged the threads of the washing machine water inlet connections by cross threading the water line. I called and reported that the washer was damaged, and was required to wait a week before they could deliver a new washing machine. I got the new washing machine and wouldn't you know, it doesn't work. I called and reported this issue and all they could do is tell me that I had to wait an additional week for a repair person to show up and attempt to repair.
I am furious, as this is the worst customer service that I have ever received by a retailer. I have told them to come get their washer out of here so I can go to a reputable retailer and purchase a machine that will work and be installed correctly the first time. I do not recommend anyone to purchase an appliance from pacific kitchen & homes, as their equipment is dreadful as well as their delivery service, and to add insult to injury, they won't come get this washing machine out of here until four more days, leaving me and my wife without a washing machine for over two weeks.
Reviewed June 2, 2015
I ordered my new kitchen the end of March, 2015 from Pacific Sales, Goleta, CA. The in-store people have been great. I have no complaints about them. I paid for a full kitchen upon their assurance that the stock would be tagged and held awaiting my delivery. Memorial Day weekend, I was in the store to look at a few other odds and ends, which I ended up purchasing from them (an hour's drive from my home) and requested delivery be set for "next week", which I was assured would be the case. I called the store to inquire about when to expect the delivery and not only was it not set, the wall ovens I ordered and paid for over seventy days ago, which WERE in stock, tagged and being held for me, are NOT there.
New stock SHOULD be in their Los Angeles warehouse in two weeks...SHOULD. The manager is out of state in "training" and no information is to be provided for anyone over store level. The direct quote when I asked for that information is, "I can't give that out." Now, I have a kitchen ready for appliances and, even after providing my money months in advance and giving them more than two months to secure all the requested items, I MAY have a major component of my kitchen in two weeks? And, it is "not permitted" to be given the contact information for someone with more authority than a store employee?
Reviewed June 2, 2015
I purchased several appliances at Pacific Sales. The salesperson was helpful in store, however never offered extended warranty coverage and due to the store closing in ten minutes I didn't realize it. The delivery was the next day by two guys in a truck that in no way indicated they were delivery people. They unloaded the appliances and were planning to leave them in the garage, they did not plan to install the refrigerator or washer/dryer. They were very inconvenienced to have to be bothered, the men even stated they would rather be somewhere else. The men couldn't get the appliances in the house, they tried three doors. Eventually they got it in my front door. They completely shoved all my furniture and belongings aside in three rooms and removed my front door from the hinges. I had to come several miles back home to make sure they installed the appliances and took the old ones away with them.
The men planned on leaving the old appliance`s sitting in my house. The washer and dryer were run for more than an hour empty, no explanation was given as to how to use any of the appliances. I have now noticed that my refrigerator has scratches on the handle from the delivery. I was left with black floors, trash left in my laundry room and trash left in the street. Two of the appliances required an outside installer to come. After hearing nothing for four days I called customer service and they told me to call the store. The store couldn't find the order, saw no record of a request for installation even though I paid several hundred extra for the installations. Someone finally came to install the two appliances. When someone finally set up an appointment I was told what I needed to have here for the installations, at that time I realized the delivery men didn't leave some of the parts I had paid for and needed for the installation of the microwave.
When the installer opened the box for the dishwasher we saw that it had a huge dent in it and couldn't be installed. A week later I am still waiting for the replacement dishwasher and a new appointment for the installation. This is ridiculous and unbelievable for a company to have such bad delivery service and so few installers. You get the runaround calling customer service and then being told to call the store. Lots of waiting on hold and no results. No care taken by the delivery people for my appliances or my house. Scratched, dented appliances and missing parts. No offer of any type of compensation or fast delivery for damage or inconvenience. I will rethink buying from Pacific Sales again.
Reviewed April 27, 2015
Bought Samsung refrigerator from Pacific Sales in 2012 with extended warranty. From the beginning had problems with ice maker. They came out few times but problem never got solved. Recently over two weeks now refrigerator and freezer have not been working properly and has caused food to spoil. Warranty took claim and they had technician come out to look at refrigerator and told us they need to order part to fix. Two weeks later still no call from company to when they are coming out to fix refrigerator. Called warranty company last week to see if they can deal with problem and was told to call appliance company (BestAid Appliance Services) directly.
Every time I call phone has not been answered and have left message. No return call. Pacific Sales warranty tech (extended warranty), as well as BestAid Appliances Service have all been no help at all. For a less than 3-year-old refrigerator this is ridiculous. Had to go out and buy a cheaper refrigerator for garage to hold food until problem gets solved.
Reviewed April 26, 2015
Several years ago 2005, my husband and I decided to remodel our kitchen. We went to Pacific Sales and bought a micro, refrigerator, stove top, oven, and a dishwasher. They were all KitchenAid, and were very expensive. As this was happening my husband came down with terminal cancer. Several years later I noticed that at least one of the appliances was built TWO YEARS BEFORE it was sold to us!!! This is a heads-up to everyone who is buying appliances. They maybe out of warranty even before you buy them!!
Reviewed March 18, 2015
I spoke with ** about a washer and dryer. I have seen on the website. He found them on the computer. For me ordered them right up. He knew absolutely which ones I was talking about. He got me a great price, and all of the accessories that I would need. He's a great salesmen. Definitely recommend talking to ** to purchase your next appliances. Thanks a lot **.
Reviewed March 9, 2015
I purchased a double oven in December and purchased an extended warranty at the same time. When I got home, realized that I didn't get a copy of the Terms of the Extended Warranty. I've called three times requesting a copy and I was told the first time that one would be mailed. Because one hasn't been received, I've left two subsequent messages with **, the salesman, and I've yet to have my phone call returned.
Reviewed Feb. 26, 2015
I bought a KitchenAid Dishwasher from Pacific Sales in Burbank, CA in January of 2014. It was one of those that was SUPPOSE to be top of the line. I also bought the extended warranty with it. Since buying this dishwasher, we have experienced numerous problems with soap residue being left on the dishes. KitchenAid sent someone out and they said you had to use a SPECIAL dishwasher soap. The Cascade and samples that came with their dishwasher were not good???? Really, you send product that you don't want us to use with your dishwasher. Bought the product KitchenAid rep told us to buy and of course the same problem. Called Pacific Sales again, and this time extended warranty company came out.
ALL the companies Pacific Sales use are absolutely nasty. Their main concern is that they are going to charge you if they don't have to change any parts. One was going to charge $60.00 and this one $85.00. Second guy came and told me to throw out all the soap I had (KitchenAid told me to use) and only use Cascade Platinum Pacs and to run the hot water until it was hot????? I followed the instructions and dishes still come out with residue. Then 3 weeks ago the kitchen sink backed up and after taking it apart, 2 clumps of dishwasher soap was pulled from the drain. All these guys have checked the hot water so not sure why soap is not dissolving??
Went into Pacific Sales WITH the dirty dishes and salesman took pictures and agreed things were bad. Now, they want to send ANOTHER guy out who on the phone wanted to know how I was going to pay the $85.00 if nothing was found wrong. Seriously, I would not recommend Pacific Sales or their warranties under any circumstances. You can get the same merchandise for the most part at Sears or Warehouse Appliances or elsewhere with a LOT LESS hassles. So have $900.00 invested in a worthless dishwasher with no Pacific Sales Customer service help!! I would SERIOUSLY read the reviews, they are there for a good reason. It amazes me why anyone would buy anything from Pacific Sales let alone a KitchenAid.
Reviewed Feb. 17, 2015
After months of waiting I finally canceled my order of over $6,000 and they don't even care. Don't shop Pacific Sales. Go somewhere else.
Reviewed Feb. 13, 2015
Latest issue... Purchased a dishwasher and asked it be delivered to avoid the issues from last time. When speaking on the phone to a representative that confirmed the delivery date. The delivery driver tried to deliver it on a different day. There was no one that could receive it because it was not on the scheduled date. Then it got lost somewhere. The associates cannot find the order. I have called and called and when I do get someone they say the phone system is messed up.
Last month.... I purchased a dishwasher and came on the stated day to pick it up. They could not find it at the store. After they found the product we picked it up and took it home to install. The face of the dishwasher was broken (a 3" piece of plastic off the corner). We had to drive to a different county to pick up a new dishwasher. The associates are always kind and willing to help. The computer system seems to be difficult for the associates to navigate and find orders. The phone system also needs to be remedied because it makes communication difficult.
Reviewed Feb. 1, 2015
The customer service at this store is not good. The sales staff does not treat you in a friendly way. They will jump to another customer and not answer your question. The prices are average and some things are marked down that they are clearing out good, but overall if you go here expecting friendly not so.
Reviewed Jan. 23, 2015
I ordered a dryer. In the store, I received no direction that installation of the dryer would require significant further action on my part in order for their delivery men to complete delivery. In order to install a dryer, the customer must have a shut off valve previously installed within 4 feet of the dryer installation site. My previous dryer did not require this and worked fine. This would not have been a legitimate gripe but for the fact that no one at Pacific mentioned this before they showed up. Thus, I got my 4 hour window the day before, waited all day at home, and thus had my time wasted (sorry sir, you need this). We hired a handyman to install the shut off valve and rescheduled the installation.
2nd install - Delivery men installed the dryer, but would not re-install my washer due to "legal liability reasons." Customer must re-install their own washer if it is in the way - it's not that difficult, but if you don't know how to do this, Pacific isn't for you. Delivery men tested dryer and assured me it was fully functional. Ran a load. Dryer did not work. When installers assure that machine is running in normal working order, they should test it more thoroughly, as the dryer doesn't heat at all.
3rd visit - After calling back, they scheduled another visit. I naturally thought that they would come with a replacement dryer if the 1st dryer wasn't working. Nope - they checked the install, found it ok, and said that they would have to replace the dryer. Why not bring a machine with you? Each trip wastes an entire day of the customer's time.
4th visit - Dryer had a dent in it out of the box, no installation attempted. Pacific representative said the next available delivery time would be 4 days from now. "Can you do better? We haven't had clean clothes in a week and a half." Turns out they can - why not go the extra mile and try to have the dryer installed as soon as possible considering the urgency of the situation? 5th visit is tomorrow - we shall see if we actually get a working unit.
Reviewed Jan. 23, 2015
We had a delivery scheduled for 3:30-7:30 tonight. Surprise, a no show. I call the Best Buy store on Bay Area Blvd. and speak with Karen. She is very condescending and lies. I was told that she could not contact the warehouse or any delivery drivers to find out what happened. She said the warehouse was closed and maybe it was because of the rain we had, they were late. I told her that I didn't receive any calls saying they were late and she told me they don't call.
Well, I did some digging and lo and behold, the warehouse is OPEN until 9:00 p.m.CT and I spoke to Katie who was able to get in touch with the delivery driver. I was then told the TRUTH that my dryer was not even received yet or scheduled to be delivered and she immediately took $100.00 off the price, without hesitation. She was also surprised that no one FROM THE STORE WHERE KAREN WORKS called to let me know! So, I called Karen back and she was still very rude and condescending. I simply let her know that I will be speaking with Steve, her manager, tomorrow, and that I will also be filing a complaint due to her simply lying so she didn't have to handle the problem.
Reviewed Jan. 14, 2015
Purchase was about Samsung 26 Cu ft. Refrigerator at BEST BUY located West Hollywood. First of all, sales representative at store was great and very friendly. This complaint is all about Customer Service of delivery division in Pacific Sales. It was WORST customer service I ever had. I had trouble with delivery. My original schedule was today JAN 13 between 4 PM to 8 PM. On January 12th at 6:46 PM, I called for reschedule. According to personnel I spoke, can postpone delivery schedule one day with same time frame. So I changed.
Today I received phone call that delivery will come at 7 AM-11 AM, which I cannot receive. I called Sales representative again. I spoke with sales representative Daniel (according to Robert) on first call. Daniel cannot change time frame so I told him I want to speak with manager. Daniel promised me that Manager on meeting currently and will call me back after meeting. I’ve been waiting for one hour for call back. Due to no call back and know that customer service close at 9 PM I called back on 8:39 PM.
Another representative Robert received my phone call. Robert tries to help me out but didn't work. According to Robert, Manager left about hour and thirty minutes ago (lie from either Daniel or Robert). So I told him to want to speak with guy who promised me that manager would call back. I couldn't remember his name so I asked. According to Robert there were three male customer representatives at 7:45 PM. One person (Daniel) left thirty minutes ago. Now there are two representatives left and no one spoke with me before. (So I found out his name is Daniel).
I don't know how Pacific Sales work out with other customers but anyone around me tries to purchase something at Pacific Sales, I will definitely not recommend. Actually will hardly try to convince others with my experience. Customer service representative lies and only try to avoid customer with complaint. Please train your staff if you don't want to lose business and loyal customer. Lying to customer will make problems bigger and harder to solve.
Reviewed Jan. 6, 2015
This is the worst delivery service ever. The customer has no say so in the delivery time. Best Buy has seen my last dollar because of their delivery service. Please read the reviews on Best Buy's delivery service before you buy from them.
Reviewed Dec. 24, 2014
I bought a washer that had a manufacturing default. Went in and talked to them. They corrected the problem. Exchanged washer and picked up old original one. Very fast. Great delivery crew!
Reviewed Dec. 12, 2014
We purchased a new Frigidaire Professional Series over the range microwave to replace one that after 3 yrs. malfunctioned. We needed to match Frigidaire suite with same finish. 10:00 AM on Friday, Installer installed and it did not work. Each time door was closed unit turned on and never turned off, with or without a cup of water inside. Did not heat. Installer called Pacific Sales and they told him I would need to contact Best Buy. Best Buy provided two options, schedule a repair or replace unit. Replacement of unit would not be for 5 days due to 3rd party installer's schedule - even though they had more units in their warehouse. I took off a day of work to wait for installation and that would be necessary again. I wonder why Best Buy & Pacific Kitchen & Home don't have a back-up installer or pay installers overtime when they install a product that doesn't work.
I requested a refund and my old microwave put back in so I didn't have a gaping hole in my kitchen. The old microwave was put back with a big scratch on it. I was told the refund would not be available to credit back to my card until the next day. This was a $689 transaction, the installer took the new microwave that didn't work with him but Best Buy would not credit my card without me going to the store the next day. I wanted to go to Harper's and get a new microwave today. With purchase, we got a lovely letter from General Manager, Jermaine ** "If there was anything that wasn't up to your expectations I would appreciate the opportunity to make it right for you." He was off today with no back-up. Best Buy Store General Sales Manager, John ** provided above unsatisfactory solutions and would not provide contact information for anyone above himself other than general customer service number for Best Buy. Clearly their goal "to ensure that you received the best customer experience in MD" is not one they can support.
Reviewed Dec. 3, 2014
After years of thinking about getting new appliances we settled on a Frigidaire Gallery 4 piece package from Pacific Kitchen & home. We thought it met our needs for being counter depth, SS smudge proof, and fair pricing. Pacific offered Free install and haul away which sold me. The purchase went fine and the delivery was scheduled, actually 2 separate deliveries by 2 different install teams. The first team could not install the Fridge or range installed because of bad valves, gas and water that had to be replaced before the install. My problem not theirs. So we got Dishwasher and OTCR range installed that first time. Noticed that fridge has surface defect, called replacement and made new appointment. Then the dishwasher started turning on by itself. Noticed that the switch was being contacted by screw when you closed the door. Called to update the service ticket.
When the installers arrive to replace the fridge they had no info about the dishwasher and only replaced the damaged door. They said someone would call to re-schedule the dishwasher but no one did! Made a third appointment for the following week and in the meantime returned the unused install kits from range and fridge. Took an hour to return because the sales person couldn't figure out the correct amount to credit us. It was right on the sales slip but they just didn't get it. As I wait again for the service team, I think about the 12 hours of waiting it's taken to get this done. They give you a 4 hr window to wait and always seem to show up in the last 15"! I wish I had kept my old appliances instead of letting them take them away.
Reviewed Dec. 2, 2014
I purchased a brand new Samsung dishwasher on 5/29/2014, installed on 7/18/2014. It broke down in early October. I contacted 1800 SAMSUNG and they sent an authorized repairman to my house on three separate occasions with no success. He replaced three parts including the computer brain running the machine. He was never able to repair it. They scheduled a 4th appointment and didn't show up. On the 5th appointment they took it to their shop to work on it.
After a month of doing dishes by hand, I finally requested replacing this piece of junk. Samsung refused and said they would continue the repair process, which means they refer me to their authorized repair company that has been less than stellar in either repairing the dishwasher or keeping me informed on progress. Every repair visit also means I have to wait for the repairman at home during a 4-hour window. Pacific Sales, which sold me this product, refused to take any responsibility for this clearly defective machine. They said they could not do anything and that my only recourse was to deal with Samsung directly. Avoid a seller that doesn't help you with the lemons they sell you!
Reviewed Dec. 1, 2014
In all those beautiful stories, there's always a rough villain and in this story, it's "Pacific Sales". For those of you who haven’t heard this name/brand - it’s a wholly owned subsidiary of Best Buy which sells Appliances like fridge, washer, dryer etc. Now Best Buy has a great reputation of customer service and satisfaction. It sits at the top of customer scores in electronic specialty retail industry. When I first stepped into the US in 2011, the first day I spent more than three and a half hours in Best Buy of Smyrna/Atlanta (GA), just amazed at the store size and the variety of items they carry. Having come from India where most of the retail industry is still unorganized (mom & pop stores), I was always curious to check out the stores of the clients I used to work for - Walmart, Best Buy, Home Depot and the list grows. The first week in the US just flew by walking around inside Best Buy(s), Home Depot(s), Target(s) and needless to say the giant Walmart(s). With that introduction, it was love at first sight for Best Buy and from day 1, all of my electronic purchases were at Best Buy (mostly stores, so that I could spend 1+ hour browsing all the gizmos they carry).
Of course some deals and grabs were from Amazon and eBay but majority store shopping was from Best Buy. I loved them for their organized & clean stores, friendly associates, and hassle free customer service which included easy returns, quick complaint resolutions and polite & effective customer call-line professionals. I would miss a big deal of information if I miss to say that Best Buy is my Thanksgiving camp spot. Right from 2011, I never missed one line at Best Buy. My TV, phones, headphones, smart watches, etc., etc., etc., were all from crazy thanksgiving deals of Best Buy over the years and this year was no exception.
But this year, I got one appliance from Best Buy which happened to be sold in-store from Pacific Sales (and they claimed they are similar to Magnolia, a specialty media subsidiary of Best Buy). Apart from the new brand name, nothing was different. Finished my purchase and walked out before the crowds started sweeping in. After 5 hours of wait and camping, I thought I got good deals and then boom, I see the same appliance for the same rate with a free tablet on their own Best Buy site on the next day and it says Price Match Guarantee. I was furious and went into the store thinking it would be an easy conversation, given my history with Best Buy and boy, I was taken for a toss/surprise.
I speak to this rough & cold mannered manager at Pacific sales who was 1) making me wait for too long, 2) just bluntly said that there were no Price Match policies for Pacific Sales, 3) says "Don’t yell at me" when I was just talking to her (no loud screams or no word exchanges), 4) says Pacific Sales is different from Best Buy and they don’t really care about what Best Buy puts on their site- the exact words were “It’s on Best-Buy’s site and you bought this from Pacific sales, which is why you didn’t get the tablet.” Blunt and straight. For one second, I asked myself, is this Best Buy? It almost feels like Pacific Sales is a skin to cover up for poor customer service for appliances. We’re talking of two to three grand appliances and the customer is treated so bad for just a price match off of their own site. With this, BB loses a loyal, frequent and high value customer.
Now, look at it from a different perspective. If I’m the only customer who’s faced this, that’s fine. Not every brand can satisfy every customer (even if it was their highest value customer), but internet is already loaded with comments and complaints about Pacific Sales and not one looks good. Here is a link from a customer review site: https://www.consumeraffairs.com/homeowners/pacific_sales.html 92 reviews and all 1 rated (that’s because they weren’t able to give 0). Yelp ratings don’t cross 2.5. A company can neglect these and still survive but with the age of social analytics and customer service intelligence, it will not take too long before one takes a hit. All said and done, I’m breaking up with Best Buy and there’s no patching up. Sadly though, I made many purchases with warranties this time, so I keep that running with them but nothing new! This is not a story, it’s real and I have all receipts and the proofs of the offer and proofs of me not getting the offer (in spite of shopping amidst the so-called fake door busters). Bye Bye Best Buy!
Reviewed Nov. 29, 2014
I ordered a refrigerator from pacific sales in the best buy store. Told it would be two to four weeks. I was OK with that. After calling every week to get a update, they finally told me it was discontinued!!! I can't get a answer from anyone. Trying to sell me something online which I cannot see. AND they charged my credit. Have not credit me back and still the nightmare goes on!! I have called everyday, sent e-mails and still no answers. I spent about 5,000 bucks with this place and this is what I get in return?? I am not letting up. I will shut this place down. Sounds kinda like a fly by night industry if they are operating off of Best Buys coattails you know.
Reviewed Nov. 23, 2014
I purchased a dishwasher the end of Sept. After about a month the dishwasher was turning itself off during cycles. Then there was water spurting out of the door. I contacted the phone # given to me on the invoice. I cannot say enough bad things about the rep I spoke to on the phone. I requested to talk to a manager and was transferred to "the manager." Who was equally obnoxious. The geek squad repairman was outstanding but about a week after the repair I had the same problem. I again called the number given and got an equally rude and obnoxious person when I asked for a manager I was told there was none. When I insisted he referred me to "the manager who when asked stated she was an agent not a manager. My dishwasher is broken again I am unable to get hold of anyone in pacific sales. This is the worst experience I have ever had and would warn everyone I know go to another store.
Reviewed Nov. 13, 2014
So I shopped around for a complete kitchen set, stove, dishwasher, above the stove microwave, and side by side fridge. Everyone was pretty close in price, the lowest being Lowe's. "BUT" PK & H had a huge rebate going on, the more you buy the bigger the rebate, so with a promised huge rebate they were the ones to go with. We were closing on the new house on the 3rd, they could deliver on the 5th....great that works for us. OH and sign up for a Best Buy credit card and get triple rewards! OK sounds great. We purchase over $5K of stuff and away we go to wait delivery. Then I get a call, sorry they can't get the dishwasher for 3 weeks....hmmm? "Didn't you just tell me in the store you "checked with the warehouse" and they have everything so they "CAN" deliver it??? OH well, its just the dishwasher, the house has a dishwasher right now....I can wait three weeks....but everything else will be delivered as plan correct?" "OH SURE THAT IS HOW WE DO IT" the guys tells me! SO the day before delivery I get an AUTOMATED CALL saying when my delivery window is...just like we agreed in the store.
The next day comes for delivery...no delivery happens. I call and get a plethora of excuses of why my delivery didn't happen. "Oh the guys at the warehouse seen the dishwasher date change three weeks out and moved the whole delivery date three weeks out.....uummm they shouldn't of done that," the salesman says. OH he also said "someone did call me about all this and left a voice message." I said "really? Because I don't have voice mail set up on my phone"! So that is lie #1. Then he tells me this was all just some mistake, he doesn't know how it happened BUT he says all he can do is take the blame. And then goes on to tell me he will have it delivered the next day, even though the delivery truck is full and scheduled already...he is going to make sure I get my stuff. "LIKE HE IS DOING ME A FAVOR"! Stuff is delivered and you think it would end there....Nope!
Then there is the promised "Rebate"...."check my email...and check your SPAM folder. We don't want you to miss it - it will arrive any day" they say. The rebate was the winning ticket on why I purchased from them instead of Lowe's remember? So after 2 months...... I contact them and explain I have no email message from them, I have seen no rebate! So they say, "come on down to the store, we will give you a refund directly on your credit card". So away we go, I get to the store "with my original receipt" and hand him a credit card. It isn't the BEST BUY credit card, for three reasons: I never received an actual plastic credit card (they are now getting one in the mail to me). I already paid the credit off in full. I have a major bank card I use for everything, I would rather have the refund/rebate on.
So the sales guys takes my Credit Card and ask someone if he can credit my return/rebate onto that card, "HE COMES BACK AND TELLS ME NO PROBLEM I CAN PUT RETURN/REBATE CREDIT ON ANY CARD I WANT." We make the transaction, I sign a piece of paper saying I got the return, and he gives me a copy of the return receipt to my credit card and away they send me.
4 days later I check my account.....NOTHING! No Credit has been returned. I call the store and ask if there is a problem. I CALLED THEM! Because they sure and the heck are not going to call me and tell me about a problem....it's been 4 days already. I am then told by the sales clerk on the phone that he doesn't really know what went on, but yeah that wasn't going to be processed back to my card.....and then said "THEY CALLED ME AND LEFT A VOICE MESSAGE ABOUT IT"......on my cell that doesn't have voice mail set up. Remember I already said that about my phone?. LIE #2.
So now I have been lied to twice, and been told twice I will get a rebate. I wouldn't trust these people to do business with. They are either really incompetent or trying to rip people off.....and since I have flat out been lied to.....I am strongly leaning towards they are ripping people off. I walked out of their store with a receipt in my hand stating they were returning 400 of my dollars to my account........and then that transaction was cancelled and I was NEVER NOTIFIED even after 4 days. If I hadn't checked on this what do you think would of happened?
To make it even better, when I called to ask the for a district manager's name and phone number...the guy ask me "do you want the name and number or do you want me to take care of the problem"? OH SO NOW HE CAN TAKE CARE OF THE PROBLEM? Mr manager, if you could take care of the problem why didn't you already? I done dealing with you. When I get my BEST BUY CREDIT CARD I will return for my 3rd attempt to get my Promised 400 dollar rebate....then I will figure out how to get the 400 dollar "credit" on my card turned into cash back into my hand....... a lot of unnecessary steps for money you owe me.
GO TO LOWE'S. Now I am waiting on a check to be mailed to my home....the Manager now once more takes all the blame a responsibility....what that means to him I have no idea...he can't give me his bosses contact info...but is getting a rebate check mailed to me from corporate he says........hmmm?
Reviewed Nov. 11, 2014
HORRIBLE CUSTOMER SERVICE AND FAULTY PRODUCTS!!!! They shouldn't even get 1 star! BUYER BEWARE!!! I went to Pacific Sales to look for a washing machine and dishwasher as it was close to my house. I saw that they had bad reviews on Yelp but decided to give them a chance anyway. I wish I would have gone somewhere else. :( The floor model washing machine they sold me in which they claim had nothing was wrong with it, ended up flooding and ruining my kitchen floor after the installer put it in. The machine ended being faulty and had a bad hose, which caused the leak.
I called Brian the Assistant Manager and he is the most unhelpful person in the world. Not even caring what happened to my house. I can't believe he is the Assistant Manager of this store. He had the nerve to try to sell me a new washer at discount versus finding a replacement for me at no charge! Why on earth would I buy another unit from them and at a discounted price!!!!? SUCH A RIP OFF! I immediately demanded a refund to my credit card and advised him that I wanted them to pay for the cleaning of my floor.
I unfortunately had already purchase my dishwasher as well but was going to let them install it anyway as it was brand new. The day of the install, the product WAS NOT IN as they promised so I had to reschedule for Tuesday. It's now Tuesday and the installer calls again and said that they delivered a DAMAGED DISHWASHER!!! UNBELIEVABLE!! This place sells faulty units and has horrible customer service. Do they not understand that we have jobs and can't just keep taking off work to have appliances installed in our home?
Regarding the cleaning of my floor, a week went by and Brian still had not called me about the damage. I called him again and he gave me the company number to call myself but the lady I spoke to on the phone claims he never notified them of the damaged floor! Why would he lie about contacting them? Please do not do business with Pacific Sales as they only care about making sales versus giving good customer service! I spent $2,000 at this store, just to get the run around. SHAME ON YOU PACIFIC SALES!!!
Reviewed Nov. 7, 2014
We purchased a Electrolux range top, oven and microwave. Installation was provided by a third party. In the case of all three appliances, there had to be multiple visits so as to properly install the products. In the case of the range top, they were not able to balance the cast iron top so as to fit flat. And this was after replacing the base product three times. Then the handle on the range-top vent microwave dissolved, literally crumbled to pieces. The five year warranty did not cover replacement. This decision was made after a warranty tech made the decision from a photo of the pieces that it was not their problem and that we physically broke it. In short, you are on your own after buying products from them. Good luck.
Reviewed Oct. 27, 2014
Bought a brand new KitchenAid from Best Buy in December. When it was delivered, it didn't have handles. We were told they'd be sent to us, and then we got some bolts in the mail. I called Pacific Appliance and was told that they'd send out handles. They then sent out 2 sets. Starting in April, the refrigerator was no longer cooling well. The things in the freezer were thawing, and the ice maker was barely making ice. We called Best Buy and they sent out a GeekSquad Tech who said he needed to order parts. He did and was back a few weeks later. The refrigerator still was barely cooling, and the ice that was made was less and was melting in the ice maker.
We called the tech back and he wouldn't answer his phone for a few weeks, so we called BestBuy again who sent out another company called Via Services, who said the tech we had before was not KitchenAid certified and was therefore breaking the law to repair the appliance. He had to order a part and came back more than a week later and left the house a mess and said "give it 24 hours and it should work."
3 days later, it's hot in the refrigerator and freezer and no ice is being made. We called Via who said they'd try to order a part and come back out in a few weeks, which is NOT acceptable. We went to BestBuy and were told the supervisor of the department wasn't in, so we should email him. So I emailed him from within the store. Pacific Sales and Best Buy keep giving us the run-around. It is not a low-end appliance. I am very upset!
Reviewed Oct. 21, 2014
I bought a $1200.00 refrigerator from Pacific on September 9th, 2014. It was damaged by delivery man and it is broken. Best Buy told me they have no record of my purchase or warranty. The general manager, Jermaine **, put a letter with the sales receipt saying that his goal is to ensure that I receive the "best customer experience in Maryland." I called him and he did nothing but lie to me and said he would call me back, numerous times. I call Best Buy and they tell me the manager will call me back, they never do. Today is October 21st, 2014.
I have a family of 6 with a broken refrigerator. We have spent thousands of dollars on laptops, washer & dryer, vacuum, phones, iTouches, game consoles, etc, etc.... in Best Buy. We are DONE making any purchases from this store. There are so many other competitive companies that will do beautifully in their customer relations. Your store has gone completely downhill. Worst customer service personnel! I want my money back & give it to Lowe's or Home Depot or HHGregg or Sears!
Reviewed Oct. 21, 2014
Purchased refrigerator over 7 weeks ago. Installation did not go well. The frig sat almost 2 inches above floor AND rolled forward each time door was opened. I called and got the local P.S. manager come over and he leveled it, although he scarred my hardwood floor when he rolled it out of cabinet. I asked him to be very careful but he said "it will be alright." I also pointed out to him that I didn't like the way the frame on the freezer door lined up with the door. It's off kilter. He said he'd order another one. That evening I noticed the reason for the misalignment, the frame around the door has a dent. I called and he said he had to order from the maker, but didn't know when he'd get it. I insisted I get an ETD and he said a week to 10 days. Well, it's been many weeks now and I called and was told he's on vacation for another almost 2 weeks. I called the District Manager last week and he hasn't returned my call either, yet. I will never purchase again from Pacific Sales.
Reviewed Oct. 11, 2014
For a MONTH AND A HALF I have been ignored and have had to jump through hoop after hoop to get a service tech to check my appliance and Pacific Sales has showed NO interest in resolving this matter from not returning calls to their service techs getting the appointment days messed up! I will be waiting another 2 weeks till the service tech can come out making it almost 2 months!! Pacific Sales absolutely shows no cooperation and or customer service. I would definitely rethink about doing business here, just look at reviews for Pacific Sales. I wish I would have looked before I bought the appliance.
Reviewed Oct. 6, 2014
We bought a KitchenAid Dishwasher (for my parents) from Pacific Sales located within Best Buy in Oxnard, California on 9/10/14 and it was delivered on 9/19/14. It was used once on 9/26/14, pooled a small amount of water and on 10/3/14 when my mother tried to use it again would not start. I called Pacific Sales in Oxnard on 10/4/14 but could not reach anyone (phone rings multiple times then cuts off). I then called Customer Service for Best Buy/Pacific Sales and was told that only KitchenAid could fix it and they would reopen on Monday - she was very nice, apologetic but could do no more.
I was able to get connected to a Pacific Salesperson at Oxnard today 10/6/14 and told that they only guarantee products for 15 days, that I had to go through the warranty process, that it was over 15 days and they would not take the dishwasher back. It is pending a repair appointment on 10/15/14. All of this has taken several hours. I would never purchase a product from Pacific Sales as they do not stand by their products. My experience rating: very poor customer service.
Reviewed Sept. 21, 2014
We purchased a very expensive Wolf Range from Pacific Sales, Irvine and after taking delivery noticed the griddle did not work. After two attempts to repair with negative results, I called Pacific Sales and when asked for store manager was told he was with a customer. I asked for a return call and he never called. I did receive a call back from a front desk person who told me that they would look into it and call me back a couple days later on Tue. They did not call so close to end of business day I called and asked for store manager. I was told he was in a meeting and not available. I spoke to the same front desk person and advised her that I wanted a new replacement or a refund. She told me that would not be possible because we were beyond the 14-day return period. The only reason we were beyond it is because we were following their required service repair policy and in doing so they put us beyond their return period. I called Wolf direct and they were extremely concerned and made immediate arrangements to deliver a new replacement range outside of Pacific Sales. We will continue to buy SubZero Wolf products but will NEVER step into a Pacific Sales store again. Buyer beware of Pacific Sales!
Reviewed Sept. 13, 2014
Did you know that they use 3rd parties for installs? The installers don't always follow the manufacturer's procedures which can result in damage to your floors. So if you have Travertine or wood you might want to pass on Pacific as I have personally been given the run around. After submitting pictures of what they did I finally received a letter that it was installed by a 3rd party and I will have to deal with them. This took about for them to figure out. I told the installer twice that I had a Travertine floor and it was not as hard as ceramic. I asked him to put something down or just set it place. They used a furniture mover rather than a appliance dolly. Attached are some photos.
Reviewed Sept. 5, 2014
I remodeled the whole kitchen and wanted a top end look without the Thermador prices. The sales person at Pacific Sales suggested KitchenAid. They look wonderful. The appliances are great. The warranty was great and the prices even better. I did feel like the sales person was just tolerating me and my questions, but still they made good suggestions and I ended up with a wonderful kitchen.
Reviewed Aug. 18, 2014
Purchased a Samsung gas stove from Pacific Sales in Oxnard, CA. After having it in my home for 2 months the finish around one of the burners has come off completely. Contacted Pacific Sales and was told it was cosmetic and not covered under warranty.
Reviewed July 30, 2014
We ordered lots of stuff from Pacific Sales in Pasadena which was scheduled to be delivered today. Driver called at 3pm saying that it will be delivered in 30 mins. So my wife rushed home. Then around 30 mins later, he called to say that delivery won't happen until 4 to 8pm. We waited and waited and it's 9:30pm. No delivery. We called the driver's number at ** and no answer. We were obviously hungry and angry. We do not expect such bad service from Pacific Sales. Don't be a victim.
Reviewed July 30, 2014
Bought Washer/Dryer/Fridge from Pacific Sales, West Covina. All Samsung. Two years later, the dryer gets a crack on the inside drum. Based on reviews online, it is a manufacturer's defect. Bought extended warranty for peace of mind. Was told that it would cover everything. Believe me when I tell you to never believe that line... EVER. It doesn't cover cracks apparently. How convenient. I talked to everyone there and all I get is I'm sorry. You're just S.O.O.L. It really speaks about a company when they hide behind the fine print and leave the customer hanging. Meaningless apologies don't fix my dryer. I have a huge paper weight now and without a dryer, the washer becomes useless too. I will no longer recommend Pacific Sales to anyone. I will also not get Samsung in the future and rely on more established brands like Whirlpool, Maytag, or Electrolux. It is disappointing that this is the conclusion as this was a rare opportunity to stand out and be about the customers. But instead it chose to be like the other sheep. Very disappointing.
Reviewed Feb. 17, 2014
I purchased an entire kitchen appliance from Pacific Sales in Henderson. They have a return policy of 15 days and from date the fridge was delivered. Food kept going bad. I had an appliance tech come to my home and the fan to keep the fridge cold. Never worked from the day it left the factory. Another appointment was made to install the new fan and now the fridge is making a wind up sound then down shifts as if it is taking off. The service tech was sent again because I am stuck with a lemon and a defective appliance. Pacific Sales refuses to replace the piece of crap they sold me along with a junk washer because the purchase is 40 days old. I have never made a purchase from Pacific Sales and will never buy another appliance from them as long as I live. I now hear Sears is the best. Darn, too late!!
Reviewed Dec. 22, 2013
First off, I am 82 years old and it's hard for me to get around. I shop online or by phone usually. Ordered from their ad in the paper. Phone # in paper did not answer. Found 800 number... They connected me to salesman. Whirlpool washer on sale ($429). My old Whirlpool had so much wrong with it, I thought I'd replace it. Ad said Free Delivery, Installation, Haul Away. Sales said I had to buy something for $450 for the free stuff. Checked fine print on P. 2, said $429, not $450. NOTHING about machine hoses. Employees have no idea what ad says...wanted to know what day it ran, etc.
Sales agreed to send washer. Made an appointment for Thurs. 19th. Got pre-call night before. Delivery showed up with machine, refused to install because I had not bought THEIR hoses... Of course delivery men did not have any of their hoses with them either (I had new ones I had purchased elsewhere). Took machine back which was charged to my credit card. Called back to store and talked to hostile woman "Anna" - who turned me over to "Johnny". I notice most of the complainants are not giving last names. He said I had to buy their hoses because of liability, etc., etc. Agreed to split cost with me ($10.75) because I was getting angry. Johnny told me washing machine would be delivered Saturday, 12/21/13.
By 1:00 p.m. Saturday, called the store and was assured that machine would be delivered that day. No one showed up. Rec'd "pre-call" at 7:30 p.m. Sat. night, 12/21/13 stating machine would be delivered Sunday. They did NOT say that the delivery men would be banging on my doors at 6:45 a.m. Sunday morning!!! I was startled awake and jumped out of bed in my nightgown. I was VERY ANGRY for being awakened at such a ridiculous hour. They said they had given me a "pre-call" an hour prior - I told them YOU DID NOT! The phone is by my bed...That would have been at 5:45 a.m. They took out the old washer and installed the new one with THEIR hoses, mopped up the floor with towels and left.
I copied the name of their delivery service, and wrote on delivery receipt and signed it, the time they had arrived, and time they left (6:45 a.m. to 7:15 a.m.). At this point I don't even know if the machine works. My "older" Whirlpool was a lemon from day one, but the dryer still works. Old washer liked to fill... then fill again all over the floor. Whirlpool sent a man out who could not figure out what was wrong with it. After being a devoted Whirlpool buyer for 50 years I think it's time to try a different brand.
My advice is NEVER DO BUSINESS WITH PACIFIC SALES - OR BEST BUY. The phone number in Pacific Sales ad was for Best Buy and they didn't answer the phone either. I hate being lied to over and over and being dragged out of bed on Sunday morning, still has me upset. I am writing to their delivery service, the corporate store for Pacific Sales (fun trying to find their address - and their email address "Contact Us" link does not work), the Better Business Bureau, and anyone else who will listen. Their people need serious training. I hope the damned washer works... I see it's one of those that does not have an agitator, and you have to use special detergent in it.
Reviewed Nov. 28, 2013
I purchased and paid for a refrigerator from Pacific Sales seven weeks ago, with a free delivery. They attempted to deliver it, realized that a door between the dining room and kitchen had to be removed to get the fridge in, but they refused to remove the simple door. I paid someone to remove the door, rescheduled the delivery for the next week, but Pacific Sales never showed up. I rescheduled again three other days but Pacific Sales never showed up nor they even called to say that they were not bringing the fridge. I took time from work, paid the person who was going to put the door back and waited for the fridge to arrive, which never came on four different days.
Worst was yesterday, I was waiting for the fridge so that I can go and do shopping for Thanksgiving day. I didn't get the fridge neither I got a call that they were not coming. When I called them at the Best Buy, Pasadena, the manager hung up on me when I questioned whose responsibility it is. I just had to settle with some dry noodles for Thanksgiving day meals. I have never experienced anything like this in my life. They have my money, close to $2,000/-. I paid over $300/- for the guy who took off the door and waited with me to put it back and not to mention my own time waiting almost six days and did not receive my fridge I paid for. I don't think anything will compensate for my worst Thanksgiving day ever.
Reviewed Nov. 15, 2013
I purchased a single wall unit to match an existing unit. The one I received did not match, it had different handle and a different display. I call my salesman and he agreed to replace the door, however a couple of days I received a call from their service department stating that they will not honor this commitment and I will need to resolve this directly with the manufacturer. Obviously I was pissed and vowed to broadcast to as many folks as possible this was a jennaie and I won't go into the frustration I have with them. Don't trust this company if you want excellent customer service
Reviewed Oct. 11, 2013
Like many writing complaints, I spent north of $ 9,000 for appliances with Pacific Sales. Within a couple of months, my KitchenAid Refrigerator started leaking water all over my brand new wood floors. KitchenAid (Whirlpool) has been horrendous to deal with scheduling technician after technician who show up hours late, don't speak enough English for a proper conversation or leave the house because they don't like how the paperwork has been signed. After 3 appointments, nothing has been resolved and water continues to pour out onto my floors. KitchenAid suggests I take a 4th day off work this month to wait for yet another technician.
My wood floors are now buckling and coming up due to the water damage. No matter how many times I plead with them to send someone before the damage gets worse they tell me it's 10 -12 days before someone can come out and look at it. I called Pacific Sales to help and they've done nothing but shrug their shoulders and say, "What do you want us to do? It's a process you have to go through. We sold it to you, that's it." I understand that not every appliance is perfect but no one should have to go through what I have gone through for the past month. If you buy at Pacific Sales, you will have no support. Good Luck.
Reviewed Sept. 24, 2013
I bought the whole kitchen range and washer & dryer in Nov. 2011 on recommendation of my friend (now my enemy). Pacific Sales also sold an extended warranty stating that this is the best in the market. Hardly 1.5 years and my Frigidaire washer dryer started showing errors and stopped working. I called Frigidaire. They routed me to extended warranty and when I call warranty department, they said someone will come for inspection and then they will decide to honor warranty. 3 weeks back some technician showed up and said it happens because of a screw that was not tight and demanded $250 to fix it and then agreed for $160. We are without washer from last 3 weeks and thanking Pacific Sales to take us in the medieval age. Still no hopes. I highly recommend Frigidaire and Pacific Sales to all my Enemies .Please buy their products and trust me, you will have the best customer satisfaction. God Bless good employees of Pacific Sales and Frigidaire. An ex-loyal customer of Pacific Sales and Frigidaire.
Reviewed Sept. 10, 2013
Pacific Sales will not install appliances as promised during sales. The installer wanted everything just the way he likes it so all he needed to do is only to plug the appliances in (and they charged ~$180.00 for this service). When I called to make a complaint, the salesperson told me that my ears should be burning because they were talking about me and it was nothing good.
Reviewed Sept. 5, 2013
I bought a refrigerator for 1900 dollars on labor day and had it scheduled for delivery on 9-4-13. I had spoken with the guy about measurement and it all worked out but when the delivery guys brought the refrigerator he also checked it with his measuring tape and said it is ok. When they brought it up it did not fit in at all for some reason I don't know. So they started arguing with me that I am responsible for it so I called them and the store they told me to come and chose a new one. I was upset cause the delivery guys were so rude and angry and very disrespectful. I did choose a new one same day for emergency delivery and ended up paying 200 dollars more.
I went home and waited for the delivery from 2-6. Never showed up after calling customer service more than 15 time and they kept telling me 30 min, 20 min, then I called Best Buy and spoke with the manager. She called them and they had told her that the drivers have installed it already and she called me back and I was so upset. Then she said they should be there by 6 and they never showed up. Managers could not do anything and I called back. They said they are 20 minutes away from your home, that they spoke with dispatch and 9 o'clock no one showed up. So I called and they said "sorry, driver refuses to make delivery."
I was so stressed and upset, had a headache the whole day, had insulin that went bad, medicine for the fridge went bad and food over 600 dollars spoiled. Please help.. Very bad sales and delivery and customer service. Thank you.
Reviewed July 24, 2013
I purchased a "Package Deal" from Pacific sales. On the ad flyer it said FREE DELIVERY, FREE INSTALLATION... but when I went to pay & applied for the special financing I was told that only the stove & refrigerator was to be installed for free. At that time I said well... OK... How much to install the dishwasher & the microwave and I was charged $285.98 for both. On delivery day the delivery men refused to install the refrigerator because they would have to take the doors off. So I had to make arrangements to pay someone to install my refrigerator.
At that time I cancelled the Pacific Sales installation for the dishwasher & the microwave as I could have the same installer do all three at the same time. I called the Pacific Sales store and spoke to "STEVE" the supposed manager and he said he would credit my account removing the installation charges... Well, I just received my bill and he did no such thing... So now I have to go to small claims court to get my $285.98 taken off my bill and while I am there I might as well get them for the $105.00 I had to pay to install the refrigerator that was suppose to be free. I am not happy as my "PACKAGE DEAL" is ending up not being a deal at all.
Reviewed July 22, 2013
After complete and accurate description of our set up, we were sold the product that did not qualify for the store's installation, including fridge, range stove, and washer and dryer. Service is terrible; sales personnel not very knowledgeable, management is rude and not helpful. Besides spending over $6k at the store, we now faced with purchasing of additional parts, which delays our installation by 6 days and out of pocket expenses for installation. Beware!!! Spend your money somewhere else.
Reviewed July 4, 2013
Very bad experience with Delivery. Customer service is horrible. Stay away from this store. Don't be taken for a ride thinking this a high end store with great service.
Reviewed June 15, 2013
I ordered a microwave, trim kit, and installation plan, which totaled $517.16. I purchased the installation plan so that it would be installed, free of problems. They basically said it was installed when it wasn't. I was promised an installation between 11 am and 3 pm, which never happened. I called them multiple times which was lied to by phone. They said they would call me back by six, which never happened. I called at 6:05 and got a recording saying the store was closed. So I called the sales rep on this same phone, which he never answered. So I used a cell phone with a different phone number and he answered. Doesn't this say it all?! Luckily, I paid with American Express and they are investigating. DO NOT DEAL with PACIFIC SALES APPLIANCES, SCAMMERS!
Reviewed June 12, 2013
I purchased a Whirlpool Cabrio washer from Pacific Sales less than 18 months ago. Last week, it broke. The washer is no longer under warranty, and the cost to fix it is more than the cost to buy a new one. After the repairman told me this, I went online and saw that over 95% of the ratings for this product were 3 stars or less, with more than 80% giving it only 1 star. I spoke with the sales rep and the Manager (Armando) at the West LA store where I purchased the washer. I told both of them that I understood the washer was no longer under warranty but I still held them responsible, along with the manufacturer, for selling me such a poor product.
I think that Pacific Sales has a responsibility to their customers to research the products that they offer and only sell products that are well-made and reliable. I asked them if they would be willing to give me special deal on a replacement washer in order to keep my business. They said that they have several washers on sale and that if I came to the store, they would be happy to help me purchase a washer at the same price as any other customer. I told them NO THANKS and I am taking my business elsewhere. This was one of the worst customer experiences I have ever had, and I would strongly advise anyone against purchasing anything from Pacific Sales!!!
Reviewed May 21, 2013
Delivery, warehouse, and customer service guys lied and completely fabricated a story saying that they installed the washer and dryer when it never was brought upstairs to my apartment. As a result of their lie, the manager, **, tried to charge me a restocking fee of 10-25% plus a delivery fee although the delivery was “guaranteed to be free”. Manager ** was rude, and she actually told me that she was doing me a favor by giving me a refund because she does not have to. These unprofessional folks lied and wasted my time and I will never do business with Pacific Sales again!
I purchased an LG Mega Washer and Dryer ($4,905 total with warranties and all) from Pacific Sales within Best Buy in Dallas, TX. The sales guy, **, was nice but he was the only one. When my items were delivered, the guy came in and said that he wanted to take a look at the spot where my washer and dryer were to be installed. I let him take a look at my utility room and he said that the items will not fit but he wanted to go back down to his truck to get his tape measure. He went to the truck, measured the washer and dryer in the truck and came back up to measure my space. He determined that they would fit into my utility room but the items would not fit through the utility room door. I apologized for that because I measured the inside of the utility room but not the door space. So they told me I had the option to take the products and return them a couple days later or just refuse everything to exchange for a smaller washer and dryer.
I refused it all and spoke to customer service telling them that I refused it all, nothing had been installed or taken out of the box; and that I wanted to just exchange the items for a smaller set. Customer service said that as long as the items were not out of the box or installed, then I can do an exchange with no fee. I said great because the delivery men didn't bring anything upstairs to my apartment besides themselves and the tape measure. So I tried to order the smaller set through him, but he said that I had to call the store when they opened (it was 8:00am and the store didn't open until 10am).
I called the store when they opened to exchange the set for a smaller size, and the guy that answered the phone said that I would have to do an exchange with the manager **. I called and left her a message a couple times. When I spoke to her, she said that she needed to speak with her delivery guys to make sure that I actually refused the items before she can start the exchange. I said okay and waited on her to call me back. When she called back, she said that the delivery guys told her that they installed the items but my utility door would not close so that is why I refused the items. My mouth dropped, but I just asked her to confirm with them to make sure that they didn't have me confused with another delivery.
We played phone tag again; but when I spoke to her, she said that the customer service guy and the warehouse guys all said the same thing… that the items were installed, but my utility door would not close so they took it all back. I was completely shocked that they would flat out lie like that! So, because of their lies, I had to try to convince the manager that I was telling the truth. I said just wait until they delivery guys return to the store with all of the items and she could see that they were not installed. Of course, the problem with that is that since they told her they installed them they probably took all of the items out of the original packaging to align with their ‘story’.
True enough when they returned, the items were out of the box. So now, I will get charged a restocking fee and delivery fee although delivery was “guaranteed free”. Then I remembered that the delivery guy gave me a copy of the delivery ticket where he wrote out an explanation for why all of the items were refused and I signed it confirming that I did not receive anything. I faxed ** a copy of the delivery ticket which explicitly states “All items were refused as we could not get item through utility room door.” I smiled and thanked the Lord as they were all caught in their lie.
I have no idea why they would make up a story like that about a customer. I assumed that maybe the delivery procedure was that they were not supposed to open the box until the customer was completely ready for delivery. After ** read the delivery ticket, she still had an attitude and said that she would still need to charge me the 10% restocking fee. I was not happy with that so we argued about the fees for about 10-15 minutes! She then threatened me by saying that she is doing me a favor by giving me a refund because she does not have to! Excuse me Miss Pacific Sales Manager, but you can’t keep the product and my money and since I never received the product, you owe me my money! Eventually she agreed to not charge me the restocking fee but she would charge me the delivery fee of $75. I told her that I would never do business with Pacific Sales again.
Clearly this is all about the principle to me because I spent nearly $5K on the washer and dryer so I was not going through all of this debating to save on the restocking and delivery fee. However, I completely do not appreciate being lied on, therefore I was not backing down. I went into Best Buy and bought a washer and dryer that same evening with no problem at all… including when they delivered it. Best Buy, relieve your company from the headache and remove the Pacific Sales portion of the business!
Reviewed Jan. 26, 2013
I previously wrote about our experiences we had with Pacific Sales and Whirlpool with a gas clothes dryer that did not dry clothes when we tested it immediately after delivery. See 12/25/2012.
Well, I have to say everyone at both locations, Whirlpool and Pacific Sales, were always polite and listened intently as I described my complaint. We left off in the previous complaint that we were awaiting the technician to come and "repair" our box of parts that was supposed to be a dryer. They discovered that one critical part was back ordered. So, no dryer this week. When I learned of this, I simply said, "Okay, we will wait." Well, guess what happened? The people at Whirlpool called my wife (finally) and agreed to exchange the dryer. It will be delivered next Tuesday, which is okay with us. I hope this new one is truly a new dryer in the box, and not someone else's headaches that had to go back or repair or worse yet, a used machine; or even worse, another lemon.
I am not happy about the amount of complaining and anxiety we had to go through, because the most prudent thing would have been to just do quality control at the factory, not at people's houses. Now, I'm worried that the "new" dryer will get hot enough now, but will then fall apart in a week. And here we go again ... Worse yet, my wife will be on my back again about getting the wash done. "There is no worse wrath than a wife without a dryer." Let's hope the saga is ended, but somehow, I don't think it has run the course. We will see.
Reviewed Jan. 25, 2013
We bought a Whirlpool washer and dryer at Pacific Sales in San Diego. Both were delivered and set up in a timely manner. Thirty minutes after the delivery, the person left and we tested both the washer and then the dryer with a load of about 4 towels. Although the washer did okay, we think we cannot really tell how clear the cloths were and we are not experienced with the new high efficiency washers. We went to the dryer with the towels. After one cycle, they were still sopping wet. Again another cycle, and again the same thing. The dryer cranks out a little bit of warmth, but no heat. After 4 cycles, we decided that something was wrong.
Since it was past closing time at the store, we called the next morning. They said they would dispatch a technician. They also said the problem can be with the vent or with the computer boards, and that Whirlpool often does not set the temperature correctly at the factory on their boards and they have to be replaced. The technician came out as promised at the appointed time as promised. He examined the dryer and found, as we did, that it did not heat. He said the vent was fine, but the computer board needed replacing. But, and this is what pisses me off, he had to order the boards from Whirlpool and Pacific Sales did not carry them in stock.
I immediately called Pacific Sales as did my wife. We very politely asked that they return the dryer and give us one that works. They could repair the one we got at their own convenience. No, this is not our policy and Whirlpool says that the warranty on the dryer allows them time to make repairs. I politely told them that so far, we did not have a dryer. We had not been able to get it to work even 30 minutes after it was delivered. They again refused. So I went to Whirlpool. Basically, they declined any help whatsoever. Now I ask you, is this fraud or what? Why is this allowed to go on unabated?
Certainly they (Whirlpool and Pacific Sales) know that these dryers are defective from the beginning. They know they don't work because they told me exactly what the technician found before he even came to inspect the machine! Well we were promised by Pacific Sales that the technician would return in a week to fix the dryer. Well guess what? A week has gone by and Pacific Sales has called to say that the parts (all 5 - that's five parts and not just one) are not here yet. And that one critical part is on backorder. It could be here next week. Well, maybe.
Well, how do you think this will work out? I bought and paid for a new dryer. What I got was a box of useless parts and now I'm getting an additional box of useless parts. Does Whirlpool have no shame? Are not their customer service people ashamed to be working for a totally fraudulent company? Pacific Sales is in the middle. They don't make the dryer; they just sell it. But don't they want to make loyal customers? Why would I ever want to go back there? It's a joke on me and the public.
It's like buying a used car. It looks like a car - has wheels, tires, steering wheel. etc. You buy it but when you go to start it, there is no engine. Surprise surprise. Fooled you. We got your money. Too bad you are so stupid. Why don't you wait for the mechanic for two weeks so he can install the engine? Enjoy!
Reviewed Jan. 10, 2013
Never ever again. I experienced one of the worst salespeople ever in Woodland Hills - sales clerk Caesar. I specifically mentioned that I needed a dishwasher ASAP. I was sold the item and the item never was delivered. Upon calling the salesperson, he mentioned that it's not in his hands even though he promised that it would arrive on that day (which is why we bought it!). He did not help at all and hung the phone up. Terrible customer service. I'm still waiting to hear when we will get the item. No one is willing to help! Very unsatisfied and will never buy from here again. Looking to get a refund.
Reviewed Dec. 19, 2012
I bought a new range (which I love) from Pacific Sales during their free delivery, free financing sale promotion. I did get uncomplicated 18-month free financing, no issues. The delivery on the other hand was another story. It turned out that I was not eligible for free delivery because I lived more than 25 miles away (I live about 15 miles away). I let it go and scheduled a delivery. They wanted to charge me an extra $100+ for propane connection even though I already had the propane connection and hook-up at home. All they had to do is screw it into the range. I also told them that I had very wide stairs up to the kitchen.
When they arrived on the scheduled day, they said they couldn't deliver it because they didn't have the ability to get it up the stairs. They came back 1 1/2 weeks later with an extra kid, got it into the kitchen but said they couldn't get it all the way in place because the soapstone opening wasn't wide enough (it was). They showed me how to remove the oven door and burners to make it lighter, and left. My neighbor and I slid it in after we realized the back needed to be lifted slightly to clear a cover on the floor from a previous down draft. It fit perfectly.
Reviewed Nov. 20, 2012
We arrived at Pacific Sales in Roseville ready to purchase a $12,000 subzero fridge. This was a large purchase and we expected excellent customer care. We were very wrong. We were first told the fridge would arrive in two days. The delivery team arrived and told us that they were unable to get the old fridge out and would reschedule for Saturday (provided we took the fridge out). We had to hire someone to come and take our fridge out, costing us another $150. Saturday came and we did not receive a phone call from Pacific Sales. We called them and were told that actually they didn't have anyone to deliver on Saturdays and they would come on Tuesday instead.
At this point, we were beyond frustrated. We had been waiting for a fridge for one week now. Our old fridge was completely out of commission and thus, all of our food went bad. We spent that one week eating out (again, another cost). On Tuesday, the new delivery team arrived and told us that they could not install the fridge because the first delivery team had not left a water line. We immediately called the service back and were told there was nothing they could do and they could send another team out to us in a few days. They did not even try to work with us. We explained that we live close by and could run over to Pacific Sales and purchase our own water line. "No," they said, "that would not work because the delivery team had to go somewhere else."
Luckily, after seeing how upset we were, the delivery team somehow came up with a water line. It should be noted that this was not the usual delivery team, but a substitute team they had called for the day. So I cannot say that their usual delivery team is acceptable.
Reviewed Oct. 12, 2012
I bought a brand new KitchenAid refrigerator one month ago. It never keeps food cold. The tech came out yesterday and said the food in different areas has a temp. of as high as 50 degrees! Very dangerous. The whole outer casing of the unit wiggles like a loose tooth. KitchenAid wants to squirt silicon around all seals and told the tech to unbolt everything and rock it back and forth. Huh? After calling the store several times, I just want it picked up. They were very rude to me and do not care about my food spoilage. I can only return it if it was never used for 50% restocking fee. Huh? How would I know it's a lemon if I never used it?! Bottom line is I did a chargeback on my credit card and within an hour, the store called with a legal threat. She was so rude! I said, "I am happy to have you pick this up as I am not trying to get away with anything!" I could not believe the attitude and the store manager as well. I wonder if it was their disabled senior mom or grandma, would they be so mean? I am horrified to go to that store, period. Rating is F; refusing to care at all for customers.
Reviewed Sept. 26, 2012
I ordered 6 TVs, washer & dryer and a refrigerator. The washer & dryer were delivered when they said it would be. I then found out that the refrigerator was not in stock which was not what they told me when I ordered it. We were told that it would be in the following Tuesday. On Friday, before I called to change the TV order to 4 and they said they would deliver it on Tuesday with the refrigerator. By this time, I had spoken to managers and all assured me it would happen. On Monday evening, they called to say they would deliver in the morning and when asked about the refrigerator, they said they knew nothing about it.
I called Pacific Sales Tuesday morning to find out they were still out of stock. They then called and said that the TVs would be before 5:00. I told them that had to leave at 7:00. They then went back and forth calling me, telling me they would be later. At 6:00, I was called by a manager and told they would not deliver till the morning. As I was ready to leave, they showed up at 7:10. I had then set one TV up and they said they would call in the morning to set up the remaining 3. Wednesday came and went and I never received a call. I them paid someone to set them up.
In the meantime, they said the refrigerator would be in the following week. Again, I never received a call to say when it would be delivered. I called last night and asked for the manager who I spoke to originally and he was busy and would call me back. Sometime later, another manager called me and said they would deliver today and would call me to give me a 4-hour window. They never called and when I called my salesperson, I was told they would be here between 2:30 and 6:30 and that I was number 23 on the schedule. The salesman had the gall to tell me he has no control over the company and what they do. They offered me a slight return of money in the beginning and then did not follow through on it. I had to ask again and they said they would but would not increase the offer.
My real anger was that they do not communicate with each other and no one takes the blame; they just blame each other. No one would take any responsibility for the company. In the meantime, I am without my refrigerator that I have been waiting for about 4 weeks and have not been able to rent the apartment that it goes in. Being in sales, if my salesperson had ever said it was not his fault, I would fire him on the spot. The salesperson is the face of the company and should take ownership of servicing the client. I will see if the refrigerator is delivered today.
Reviewed Sept. 5, 2012
After receiving notification that my electric stove top was in the Rancho Mirage store, the installer (Mark **) went to pick it up and it was not there even though the computer indicated it was and it could not be found. No one from the store or the installer let me know of the problem so I wasted my entire morning. Further, when I called, I was left on hold for 15 minutes and finally after calling back twice, I got George who finally told me the problem. I have spent thousands at that store and I suggest you get your act together. Further, who is going to pay for my wasted morning?
Reviewed Aug. 5, 2012
Two years ago, we purchased a stove, refrigerator and microwave from Pacific Sales. We were completely satisfied with the process from start to finish. We had researched for five weeks at every store that carried appliances in Santa Clarita, California, for quality, longevity, durability of appliances and customer service among other reasons. We finally settled on Pacific Sales in Valencia Industrial Center. Everything went smoothly, and we recommended Pacific Sales to many of our friends and acquaintances.
It became necessary to purchase a toilet for one of our bathrooms. We wanted to make the selection rather than our plumber this time. He recommended Pacific Sales. When we arrived, the sales representative was very friendly. We explained the dilemma - the need of a 14" toilet. He first showed us what he called a "gas station" toilet. He said that this was the toilet obviously for gas stations. That didn't sound very attractive, so of course he showed us more expensive toilets which were not 14" and needed an adapter. I asked if he would please call our plumber to be sure this is what we needed. He refused to call our plumber. He said, "No, I'm not going to call him." Then $595.00 later, we ordered the toilet and adapter. Approximately three weeks later, our toilet with adapter arrived at our home.
When our plumber came to install the toilet, he took one look at the adapter and told me a 14" toilet did not require an adapter. He looked at the box and said that it was the wrong toilet. I asked him not to open the box if it was definitely the wrong one, because I knew we needed to return it. He went through his supplier and ordered a 14" toilet for us - 14" toilets are no longer a common size of toilet, so they have to be specially ordered with very few choices of style. Our plumber had me view it online prior to ordering. It was a lot less expensive and a nice style. When my husband and daughter returned the toilet, my husband explained we were sold the incorrect toilet with adapter. He also told the manager that the sales representative was asked to contact our plumber and he refused.
The manager called up the sales representative, and this person denied ever telling us he refused to contact our plumber. The manager didn't even hesitate and didn't question him further. What happened to the policy of the customer is always right? We were given a store credit. When my daughter went outside with the sales representative to get the toilet, he made the comment to another sales rep that a professional plumber didn't even know how to put an adapter in the toilet. The sales rep also wrote on the return paperwork the reason for return was that the plumber didn't know how to install. This also was incorrect information. Based on this comment and incorrect reason for return, I insisted that my husband go back and receive a credit on our credit card. I was out of town when this return/refund was occurring.
Our complaint is against the sales rep who obviously has very little customer skills and is a "liar" when people are calling him out on his actions and words. We will no longer recommend or purchase anything from Pacific Sales based on this one sales rep. Their company does not train their managers to research a complaint with the customer when he obviously "sided" with the sales rep, and their sales reps need to be less arrogant.
Reviewed July 13, 2012
My wife and I purchase a KitchenAid dishwasher, range, and refrigerator from the Valencia Pacific Sales. We had an installer recommended by Pacific Sales install the range and dishwasher and things seem to be going well. The refrigerator was a floor model. The sales person assured us that it was under warranty from KitchenAid for the first year. To be safe, we purchased an extended warranty. When the refrigerator was delivered, it was missing the grill for the ice maker and the switch for the crisper was not working. I called the sales rep and he said that he would order the parts, no problem.
Over the weekend, we noticed that the freezer maxed out at 30F and the refrigerator maxed out at about 50F. Unfortunately, we lost the contents of the freezer. We called KitchenAid on Tuesday and arranged for a repair person to arrive on Thursday. When the repair person arrived, he informed us that he could not service the unit because it was out of warranty, that the unit had been originally purchased, registered, and most likely returned in January 2009. The 1 year warranty had expired in 2010. I was livid. This was fraud, intentionally misrepresenting a product. This thing had been returned and had been kicking around on the sales floor for 3 1/2 years. This thing was sold to me as new.
I called the service department directly. I was so angry that if I spoke to any person at the store, they would probably only hear profanity. A very nice man in the service department said that he would take care of the situation and that he needed to speak to people on his end first. About 45 minutes later, a very rude woman called. You could tell that her give-a-damner had broken a long time ago. She told me that they would replace the fridge and that I needed to go to the store to choose another model or pay the difference. I said no. After all that we had gone through, the loss of food, having to hear my wife complain and cry about it for a week, that was not acceptable. They lied about the unit and needed to take care of it. She put me on hold and came back three minutes later and said that they would replace it with a new refrigerator, same model. She said that they would call to arrange delivery that evening.
They didn't call last night. We are still waiting. Do not purchase a floor model from these people. Register your appliance as soon as possible to make certain that they aren't sending you old returned crap. There are good people at that company, but the dishonest people who are after a quick buck give everyone else a bad name. If I don't get a fridge today, I will be out in front of their store tomorrow, picketing, telling people to go shop somewhere else. My wife wants to start a Twitter war, maybe tomorrow.
Reviewed July 5, 2012
When I purchased my refrigerator from Pacific Sales, I was assured by the salesman that if they couldn't get the model I wanted, they would provide me with a comparable Frigidaire model. Initially, the salesman was trying to be very accommodating so I would complete my purchase at Pacific Sales. Unfortunately, things changed when my delivery date was missed and I had to reschedule. After many phone calls with an irritating and rude manager, I was promised that I would be the "very first" delivery in two days. However, on the day of the delivery and after a 45-minute call to customer service, I found out that I was not the first delivery, but the third! I explained about what I was promised and that I had to be at work at a certain time.
The representative on the phone tried to do what he could and was able to get the driver to my house before work. Unfortunately, the refrigerator was damaged and could not be installed. So, I was talking to the rude and irritating manager again and now I'm being told that there is nothing Pacific Sales can do except to refund my money or order a new refrigerator, but that could take a week or two. So here I am now having to start back at the beginning and I've been without a refrigerator for four days. I have been eating out morning, noon and night because I can't buy groceries, and all Pacific Sales will do is apologize. Apologies do not pay for my food or inconvenience.
Their lack of customer service is astonishing and I will refuse to ever do business there again. I will defer anyone I can from making purchases there and explain that the salesmen are worse than car salesmen. Pacific Sales makes false promises to earn sales and does not keep their word. Instead, you are referred to customer service to deal with the incompetence of this company. I wouldn't even give this company one star.
Reviewed April 11, 2012
Dishwasher installation doubled in price: Their dishwasher installation company, Peerless, and Pacific Sales quoted $80 to install the dishwasher I bought. They charged $175 to the people who were there at the installation. I trusted them, and they charged $35 for a new air gap (There was a new air gap on the new sink). Also, they charged $35 for a water line (The house had recently been re-copper piped). There was nothing wrong with the water line. When I went to Pacific Sales with the receipt to have them call Peerless and get me a refund, the 5 workers sitting around, with no customers in the store, were contemptuous and mean.They could not have cared less. They didn't care about my business or that their installer had ripped me off. It was 5 against 1.
Reviewed April 6, 2012
Repair contracts that they sell at the time of purchase: I bought a Miele wall oven, a Miele microwave, a Miele washer and dryer, a Thermadore range, and a Maytag refrigerator. The high-end products require "certified" and trained technicians in these specialty products, and when I purchased the service contracts offered (and encouraged to buy) at time of sales, a company called Sureway, Inc. owned the contracts. Now, Assurance Solutions owns the contracts. I have trouble getting the correctly trained people out here in a timely fashion and to get certified and trained people. One must get authorization for services from some special manager; otherwise, they just send out any technician. The ability to get things repaired by the right people is very, very difficult!
Reviewed Feb. 22, 2012
I purchased a $4000 Aquatic spa tub from PS in the later part of 2009. The tub sat in its crate until January 2012. When we tried to install the tub, we found that it leaked from the light that was in the tub. The warranty had expired (2-year warranty but the tub was brand new , never used and has not been used to this day 2-22-2012).
The repair man was able to get the company to cover the repair and ordered a part on 1-11-2012. I spoke with a Ms ** who said they were going to extend the warranty for full coverage to July 2012, but that I did not need that in writing. However, I made the request via e-mail. There has been no response yet.
Well, the part for the tub was ordered on 1-11-2012. Still there's no part. Last word was that the wrong part was sent after more than a month. It will be July before we get the part.
I called Pacific Sales and requested some assistance with helping to get my tub installed. They knew the problems that their customers were having with this company. They told me that I didn't have to call back because this problem was going to be taken care of. Well, it has not been and they don't seem to want to return my calls. I am their customer. I bought the $4000 tub from them. What a poor response from a company that you spent approx $60,000 with.
I will never do business with these people again. They are the world's worst in terms of resolving customer service problems. My mistake was not going online to check out the complaints before buying their products, a big mistake. You would think that they would not sell products from companies that have a very poor customer service index.
Since I bought the tub from them, I expect them to intercede and help me get this tub up and usable or give me another tub for my $4000. I don't think they really care. Check out the complaints.
Reviewed Feb. 22, 2012
I am so incredibly spoiled by the consistent superior business practices, support and service by Best Buy (the one in Frisco on Preston). The poorest assumption I have ever made, was thinking a business owned by Best Buy (or owned in part), Pacific Sales (which shares space within the Best Buy store in Frisco) would operate with the same business practices.
Surprisingly, Pacific Sales was the worst experience I have ever had. I understand sometimes a product is defective. What I also understand, but will not accept, is bad business practices across the board, whether it's the way they inform of a scheduled appointment, but forget to schedule it on their end, horribly rude customer service agents and repair schedulers, automated phone maze that drops 16 calls, and never getting help, or management and in store staff who will not return phone calls.
What a waste of time. It was no big deal. I'll take my $2,000 right down the street, and buy another washer/dryer. The kicker is, I have to wait until this set is picked up, and that may be a while as it seems my "scheduled pick up" wasn't scheduled after all, and my call have yet to be returned on that either.
Reviewed Feb. 20, 2012
I bought a Frigidaire French door refrigerator on Monday, Feb. 13th. It was delivered the next day. The delivery guy said the water line they provided was too short to fit. He left with the assurance to me that he would report the need for someone else to come out and connect the ice maker. I waited until the next day and I called the store. I was told that the report given to them was that my husband would install the line. That was an outright lie. Nothing of the sort was ever said and I was again reassured someone would get back to me. The delivery man had pulled the copper line from the connection on the refrigerator up over the cabinet and put the end of it in the sink to prevent water leaking.
In the process of manipulating the line, it started to leak at the valve where he shut off the water. It did not seem to be leaking when the delivery man left but shortly thereafter it started to leak and apparently the leak was more like a stream when we noticed it. The water ran under my cabinets, under the wall, through to my laundry room. Fortunately, we have travertine tile floors. I reported this to Latitia who reassured me they would see what they needed to do. She called me back and told me an insurance adjuster would come out and look at the damage. He came out the next day, took pictures, etc., and told me not only would they need to replace the copper line but they have to paint the laundry room wall where it got wet but could possibly need to replace a section of the sheetrock. No one has called me to advise me of their decision. I called the next day to speak to Latitia and had to leave a message for Latitia to call me back and to this day Monday, February 20th. She has not returned my call.
I called this morning, Feb. 20th, and got someone’s voicemail. I called the store back and talked to JD, the sales manager, and he told me the e-mail he received, from whom I don't know. He stated it was considered a pre-existing condition and I said we would hire a plumber and get it done. I said nothing of the sort. From the get go I felt/feel like it is the responsibility of Pacific Sales to get it installed. They advertise free delivery and free connection. We are still without the ice maker.
Reviewed Jan. 9, 2012
I was in the market for a new dishwasher. Pacific Sales was running a sale on a Kenmore SS interior and exterior dishwasher. I located a nearest store, ordered the unit to be delivered to my house the next day. Upon arrival, I had the delivery men unpack the dishwasher and open it up for me to inspect for any damages. Upon opening the dishwasher door, I noticed that the washer was wet, assuming it was tested at the factory. The delivery men picked up my old washer and were on their way.
72 hours after a smooth installation, I noticed my floor wet. Immediately, I pulled out the dishwasher and ran it only to find that the dishwasher has been leaking from the drain hose along with the motor enclosure. The next morning, I immediately contacted Pacific Sales regarding the washer and they insisted on rush ordering the parts and sending a technician out to replace them. They called 2 days before the scheduled repair only to reschedule a week later.
Now, I have been without a dishwasher going on the second week. My kitchen floors are tarnished and have yet to hear a word from the damages department. Congratulations Best Buy on purchasing an entity that has brought your image to an all time low. You should consult your research department and ask why they didn't take a look at the image of the company instead of only the books.
Reviewed Jan. 4, 2012
I purchased a Thermador refrigerator, range and a dishwasher. When they arrived, I told the installer that all that he needed to install was the refrigerator. I was going to install the other items later. He told me to leave the packing on until I was ready to install them so they would not get damaged. A week later, I unpacked them for installation and found a small dent in the range and the handle on the dishwasher was pushed in causing two dents, one on each side. I called Pacific Sales to inform them and they said my 3 days for reporting defects were up and there was nothing they could do. After I had just spent $20,000 on the three items. We also noticed scratches on the top of the refrigerator that looked like they tried to buff them out.
Reviewed Nov. 30, 2011
I had an LG refrigerator delivered to my home from Pacific Sales (PS) and two installers arrived, one of the installer was very nice his name is Malesia and the other was worse than horrible! First, they did not even know that this was an exchange unit. When they started the install, they did not know that the water line when in shut off mode will leek because of the seething process. This is all going on while all of my food is out of the other refrigerator. The horrible installer phones his supervisor and starts to speak to him. Guess what it was? Not English! Then he tells Malesia that they need to go. They can't install the refrigerator because of the leak which was not a leak only seething. They did not even know that the line seeths when in the shut off mode.
So the horrible installer storms out of my home not explaining that they are leaving and not going to deliver my refrigerator? I figured that out myself through the instructing to the nice installer. Then he pushes my brand new refrigerator onto the truck loader and just crashes the bottom of it. I make calls to the sales office in River Park in Fresno and speak to Ben a very nice salesman who really went out of his way to make everything work. Ben made some calls and spoke to the installers and after more than 45 minutes of this, they finally brought my refrigerator in to install. Only because of Ben and Malesia convincing the horrible installer that they would not hook up my water line did they install.
I hooked up my line myself in less than 2 minutes after they were gone. I asked information about this refrigerator, they knew nothing about it's temperature or anything. They did not even level the refrigerator and told me to read the manual for directions. No sorry for the mix up, nothing. About 5 minutes after they left my home, Malesia brought me a new water line and he apologized. He was really nice and seemed to have to take orders from the horrible installer. What a shame. Then I called PS 3 times and they have not call me back. Also, one of the doors on this LG refrigerator does not close properly and I will need them to come out and adjust.
I will not buy any appliance from PS if they are going to use an installer like that. Malesia was really nice and seemed to be as helpful as he could be, under the watchful eye of the horrible installer. I would use PS if they call me to solve the problems.
Reviewed Nov. 23, 2011
Brought equipment in the amount of 16-17,000.00 cash and the service is very poor. They will bend over backwards to get your money; and once they get your money, you are over with. They do not return phone calls or even answer their phones. They refuse to accept responsibility for their lack of knowledge or inexperience. Several messages were left and the phone just rings and rings. Many employees are not knowledgeable. They sold me a vent for my stove and the vent is not powerful enough.
And Wolfe tells me that they should have sold me one with higher CFM; as dealers of Wolfe, they should know what the recommended CFM is. They are refusing to address this problem. I have not had any return phone calls about how they will help me settle this problem after spending a lot of money there. It was their expertise that recommended this vent for me. In fact, it was the manager of the RWC office that is rude and unwilling to negotiate for her own error. Nothing has happened. I must eat the loss. Called corporate and they have not followed up with how they wish to address this problem.
Reviewed Nov. 21, 2011
Am working through a kitchen remodel and I've considered buying at Pacific Sales. Thanks to everyone's time in compiling the Pacific Sales inexperience, I will now take my $10,000 elsewhere. My wife and I have have visited the Escondido showroom twice. The first visit someone caught us on the way out, poor service I thought? The second visit no one was available so we left.
Years ago, I worked with a gentleman that purchased a large side by side fridge that he bought from Best Buy. Needless to say, it never worked right and the entire purchase was a loss. He exhausted the duration of the warranty! It seems that the only constant at Best Buy is the dysfunctional service inherited at Pacific Sales. Folks, take your money elsewhere!
Reviewed Nov. 14, 2011
A long time ago, Pacific Sales used to be the best appliance store around when it was just a single store, with an off-site warehouse on a side street in Torrance near Del Amo Blvd. I always bought from them and recommended them often. But when they took all the prices off the shelves and started acting like car salesmen, I stopped going there.
Two years ago, I bought GE Front Loader, Washer and Dryer, and Pedestals from Lowe's. They were delivered and installed on time and work well. I actually did not expect they would install them, so I was pleasantly surprised. Last year, I bought a complete kitchen set from Discount Warehouse Center for my rental. Everything was fine. I am now replacing my kitchen with Wolf appliances.
Lowe's does not carry Wolf products, I got sticker shock at DWC. I heard advertisement for Pacific Sales that they are having a 35% sale. I went online to investigate and I saw this site. Now, I am not going to consider buying from Pacific Sales. I'm writing this here so that if anyone at Pacific Sales reads this site, they will know that their poor service does cause them to lose customers. In this case, they are going to lose over $15,000.