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 Stop Holding My Money Hostage, PC Richards
Posted Sat May 31, 2008 12:00 pm, by Erika E. written to PC Richards
Write a Letter to this Company
On March 28, 2008 I came to the P.C. Richards Manhattan store in Chelsea-23rd street to buy a washer and dryer. I brought with a me a picture of the w/d space I had, I told the sales associate I needed a machine that could be stacked, be vented from all 4 sides, and fit a depth space of 27."
The sales associate sold me the Frigidaire Affinity line of washers and dryers claiming these machines would meet my requirements. I purchased them in cobalt blue color and it was to be delivered a week later.
When the machines were delivered the stacking kit that was ordered was in white. It should have been in cobalt blue to match the machines. When I called the sales team they said that was a mistake and that they would order the right color stacking kit and come back out to install the machine.
It took a month to get the stacking kit- May is when it came in. And, I didn't receive a call from the store telling me that the piece had arrived. When I called the store about the stacking kit, the sales team then scheduled an appointment for installation on May 9th.
When the installers arrived, opened the back of the dryer, they discovered that they cannot vent this machine from all sides. It only vents from the right hand side of the machine.
Which is a problem, because due to the space in my apartment the machine needs to be able to vent from the left. I immediately called the sales team at the store with the installer present, the sales guy insisted that you could indeed stack from all 4 sides. The installer got on the phone and told him no- you can't.
I tell the sales guy and the manager that day that I wanted PC Richards to pick up the machines pronto. He tells me as it was Saturday, they'll need Monday to make the arrangements and once they picked it up- I would get a full refund.
No calls from the store on Monday or Tuesday, I call on Wednesday to find out when they're going to pick up the machines, the store tells me their trying to figure it out. On Friday, I go into the store. I made it clear that I was NOT BUYING another machine until these were picked up and I was given a full refund.
The following Monday-May 19th The sales guy calls me and says, he heard I was in the store. And says, that the store spoke to Frigidaire and they said the machines should be able to vent from all 4 sides. And thus, the store was working with Frigidaire to bring out an expert installer to look at the machine; And, that the store would get back to schedule an appointment. Giving them the benefit of the doubt, I said fine, but, once again, if this does not work I want these machines picked up.
No word from the store on Tuesday-May 20th or Wednesday May-May 21st.
Thursday, May 22nd. I call the store, still no news. The store tells me that they need a few more days.
On Friday, May 23th, the sale guy changes the story entirely and tells me that the machine can't vent from all sides as originally told to me. So they were going to look for another option and would get back to me in two days.
On Sunday, May 25th, I get a call from the sales guy saying he's found a machine for me. After probing further-the machine is too big and once again does not fit my needs.
For the hundredth time, I tell him-arrange a date to pick up these machines I want my full refund.
He tells me okay, we will call you back to set-up a time.
No one calls me for two days, I call PC on Wednesday asking to speak to the manager. (who has been fully aware of this entire process, as I had spoke to him prior on the whole missing the stacking kit, the fact the machine can't be stacked etc.)
He refuses to get on the phone.
And, tells the sales associate answering the phone to schedule a Saturday pick-up-May 31st of the machines. She gives me a reference number.
Saturday arrives I call PCs phone service to find out the window pick-up time for the machines, and I am not in the system.
Call the store. Speak to the other manager, he looks up the reference number in the system. And tells me I'm not scheduled to have this picked up today. Calls the manager on wednesday that had arranged this and he claims he didn't know it was happening.
So now I'm told their going to TRY and pick up the machines on Sunday June 1st.
It is now been 2 months in which I've purchased $2500 of merchandise from PC Richards that I cannot use.
This is ridiculously unacceptable. It is mind-boggling that a consumer electronics company, a) doesn't know enough about its merchandise to sell it; putting inexperienced salespeople on the floor to talk to customers. B) Their sales assistantand even worse their Managersdon't live up to their words. There is no follow through-they don't call when they say they will.
All it takes for good customer service is to make customers feel like they are not getting the run-around; that the company cares about solving the problem, not just taking our hard-earned money.
At this point, I'm so frustrated and untrusting that they will ever pick these machines up. I'm now seeking legal action against PC to get my refund. My money is being held hostage because PC Richards will not pick up this merchandise.
I should be charging interest on the money they are holding onto as well as storage charges for the w/d.
I have been more than accommodating to allow them to fix their multiple blunders. I can no longer have my apartment be PC Richard's free storage place for washer/dryers that do not work for me.
98 years of reliability, honesty and integritythose values/ethics are not being practiced in PC Richards store in Chelsea. It's unfortunate that one experience can leave a lasting impression. But, as a retailer, all of their sales assistant, mangers and the like should be trained to know that they should treat ever customer interaction as though this is their first and last experience in your stores.
Rest assured I will never step foot in a PC Richards store ever again. And don't plan on being shy about telling all my friends and colleagues not to patronage at PC Richards.
PC Richards needs to pick up the machines pronto! Make a date and stick with it. And give me my full refund.
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by Donno Posted Sat May 31, 2008 @ 7:48 PM
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It is a shame they treated you this way.
When I buy an appliance that vents (microwave, dryer, etc) I go online
and find the installation intructions/owner's manual to verify
venting. You could have done this, but it was by no means your
responsibility. A good saleperson would have checked into it and
gotten you the needed information. That person needs a talking to.
It isn't rocket science, it just takes 10 minutes that person may have
been unwilling to invest.
At this point they should get their butts in gear and take these
things away. I'm sorry this happened to you, especially since you
tried to prevent having an issue in the first place. I hope they
clean out your place soon. How frustrating.
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by ♪♪Venice♪♪ Posted Sat May 31, 2008 @ 5:03 PM
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You certainly have a lot of patience, and you have been very
accommodating. I don't think I'd be able to write so calmly under the
same circumstances.
They are obviously desperate not to lose this sale, but little do
they know, they sacrificed a customer in the process.
I went to PC Richards (Paramus, NJ) for the first time last, and the
salesman who approached me was definitely a high pressure, say
anything the customer wants to hear, type. When I asked him
questions, he gave me unbelievable answers that I knew were not true.
Every time it appeared he was not going to make a sale, he came up
with another incentive. I finally had to change my tone from friendly
to semi-nasty to get him to back off. Once he realized that I
definitely was not going to buy anything, his demeanor instantly
changed, and he was bordering on hostile. Based on that one
experience, I would never buy anything from them. I would not trust
the salesperson's information because they obviously are willing to
say anything to make a sale. If this is the way they conduct
business on a regular basis, I'm surprised they are still around.
Maybe this letter will light a fire under them. I hope you get a
quick resolution.
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Great letter. A little long and detailed, but at least they have all
the info. And you presented everything as clearly as anyone could, I
think.
I certainly sympathize with your frustration, and don't blame you for
being fed up with them.
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