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⭐ Update (August 2026)
I’m updating my review because I believe it’s important to recognize when a business works to make things right.
After meeting with Store Manager Jeff, he listened to my concerns, apologized for the inconvenience, and immediately took action. He arranged for the correct refrigerator to be delivered, coordinated the pickup of the incorrect one, and made sure everything was resolved promptly. The delivery team was also professional and courteous.
I now have the refrigerator I purchased, and I’m very happy with it.
My original concerns about the communication, delays, and follow-through remain, but I also believe it’s important to recognize when a company takes responsibility and resolves a problem. I sincerely appreciate Manager Jeff, the receptionist, the other sales associate who helped me, and the delivery team for turning this experience around.
The original review below reflects my experience before the issue was resolved. I’m leaving it for transparency because I believe both the problem and the resolution are important parts of the story.
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My family has been loyal PC Richard & Son customers for over 30 years, which makes this experience especially disappointing.
On July 16, 2026, I purchased a replacement refrigerator after confirming multiple times that I needed one with dimensions similar to my existing refrigerator because my kitchen had been renovated around it. I was assured it would fit, but the refrigerator delivered on July 18 was significantly smaller and did not fit.
I understand mistakes can happen. My concern was not the original sizing mistake but how the situation was handled afterward.
For weeks, my husband and I repeatedly followed up regarding the exchange. We provided the replacement model number multiple times and were repeatedly told we would receive callbacks and updates, but we had to initiate nearly every follow-up ourselves.
We were also told our receipt would be emailed, but despite multiple requests, we never received it electronically. We only obtained a printed receipt after my husband went to the store, where another sales associate and the store manager were able to help immediately.
After checking my order online, I discovered it was listed as “On Hold.” Customer service informed me that the replacement refrigerator was already in stock but that my order could not proceed until the required return authorization was completed. This was the first time I became aware that an additional step was still pending.
This experience involved repeated communication failures, missed callbacks, inconsistent information, and having to repeatedly investigate the status of my own order instead of receiving proactive updates.
After receiving assistance from another sales associate, the receptionist, and Store Manager Jeff, I realized that my experience did not reflect the level of service provided by everyone at the store. They were courteous, professional, and resolved the situation promptly.
My concern is not with the store as a whole, but with how my transaction was handled by my primary sales representative, A*** Mohammed, and the repeated communication failures throughout the exchange process.
I hope this experience helps improve communication and follow-through for future customers.
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⭐ Update (August 2026) I’m updating my review because I believe it’s important to recognize when a business works to make things right. After meeting with Store Manager Jeff, he listened to my concerns, apologized for the inconvenience, and immediately took action. He arranged for the correct refrigerator to be delivered, coordinated the pickup of the incorrect one, and made sure everything was resolved promptly. The delivery team was also professional and courteous. I now have the refrigerator I purchased, and I’m very happy with it. My original concerns about the communication, delays, and follow-through remain, but I also believe it’s important to recognize when a company takes responsibility and resolves a problem. I sincerely appreciate Manager Jeff, the receptionist, the other sales associate who helped me, and the delivery team for turning this experience around. The original review below reflects my experience before the issue was resolved. I’m leaving it for transparency because I believe both the problem and the resolution are important parts of the story. ⸻ My family has been loyal PC Richard & Son customers for over 30 years, which makes this experience especially disappointing. On July 16, 2026, I purchased a replacement refrigerator after confirming multiple times that I needed one with dimensions similar to my existing refrigerator because my kitchen had been renovated around it. I was assured it would fit, but the refrigerator delivered on July 18 was significantly smaller and did not fit. I understand mistakes can happen. My concern was not the original sizing mistake but how the situation was handled afterward. For weeks, my husband and I repeatedly followed up regarding the exchange. We provided the replacement model number multiple times and were repeatedly told we would receive callbacks and updates, but we had to initiate nearly every follow-up ourselves. We were also told our receipt would be emailed, but despite multiple requests, we never received it electronically. We only obtained a printed receipt after my husband went to the store, where another sales associate and the store manager were able to help immediately. After checking my order online, I discovered it was listed as “On Hold.” Customer service informed me that the replacement refrigerator was already in stock but that my order could not proceed until the required return authorization was completed. This was the first time I became aware that an additional step was still pending. This experience involved repeated communication failures, missed callbacks, inconsistent information, and having to repeatedly investigate the status of my own order instead of receiving proactive updates. After receiving assistance from another sales associate, the receptionist, and Store Manager Jeff, I realized that my experience did not reflect the level of service provided by everyone at the store. They were courteous, professional, and resolved the situation promptly. My concern is not with the store as a whole, but with how my transaction was handled by my primary sales representative, A*** Mohammed, and the repeated communication failures throughout the exchange process. I hope this experience helps improve communication and follow-through for future customers.
