RICH'S FOR THE HOME

The service department at Rich's for the Home engages in narcissistic abuse of their customers by not acknowledging emails about their service call failures and not returning customer phone calls. The service team hides behind an email address; you cannot reach them by phone. Be prepared to stop payment on your credit card when dealing with these narcissistic abusers. If you're thinking of dropping $4,000-5,000 one of their Fireplace Xtrordinaire fireplaces, know that you could spend an equivalent amount of money on installation and tile work alone. When that fireplace inevitably has a malfunction in time (it will happen!), know that Rich's does NOT have your back and will leave you hanging after a botched service call, potentially leaving your now $8,000-10,000 fireplace investment broken or malfunctioning. I've had 3 unprofessional experiences with Rich's service team over a Fireplace Xtrodinaire ignition apparatus that failed on a 5-year-old fireplace that cost about $7,000 to install. For the first appointment, Rich's never showed up, later claiming (after I contacted them to ask why they didn't show) that "there was no answer at the gate intercom." (The unit is in a condo building; my phone never rang, and no one left me a voicemail.) Tellingly, *I* was the one who had to contact them to ask why they stood me up on our appointment booking. If they ever showed at all, they did an ineffectual job of trying to contact me to buzz them through the gate. The fact that no voicemail was left for me establishes this fact. Ethical workers always leave voicemails or other papertrails to prove they showed up and tried; Rich's service team did not. The second appointment was an inspection that seemed to go OK. After a month or more wait for parts, the third appointment resulted in a weird interaction with the service technician who had to work with me away (buzzed in remotely). What was weird is how he left my property without so much as a basic courtesy phone call to verbally conclude the job and lock the front door. When I went to test the fireplace a couple days later, I understood why the technician sneaked off without calling me: in the course of the appointment, he'd damaged the fan blower, resulting in an ear-piercing screech when the blower runs. No ethical technician would've left a customer's property with a blower malfunctioning horrendously. While the igniter was fixed, the fact that the fireplace blower was rendered unusable (and the technician failed to call and tell me about whatever happened, an action any reasonable and ethical person would take, leads me to conclude the technician slacked off on the job and/or was covering up damage they caused). I sent several follow-up emails to Rich's service team; all were ignored. I called the sales team, who sighed and seemed to knowingly hint their service department is lackluster; but they promised a callback that never came. Multiple emails over the past month and have been ignored, and I've been forced to contact my credit card company and stop payment over Rich's botched service call. If you know anything about narcissistic abuse, this culture is exactly how abusers operate; from the first appointment, this team gave me bad vibes. If you're thinking of investing in the products Rich's for the Home sells, know that getting these expensive products repaired will take a lot of legwork on your part that you shouldn't have to do. I'm also contacting Fireplace Xtrordinaire to let them know how Rich's is letting down customers of their (expensive) fireplace products. The owners of Rich's need to terminate the bad service employees ruining their company's image.

DO NOT PURCHASE A SWIM SPA FROM RICH'S FOR THE HOME! Sooner or later your spa is going to break down and you're going to need a service technician. This is something you really need to consider. They are the service reps for Coast Spas. My spa was amazing but then it broke down in January of 2024. It's now almost April of 2025 and my spa still isn't fixed. Their service tech for Oregon is a kid named Josh S. He is the most incompetent spa technician you can imagine. He has screwed up on my repair, which wasn't that difficult at least four times in the year he's been working on it. His screw ups have all had to do with the fact that he doesn't know how to glue the pipes going into and out of the pump. He also didn't know he had to glue the new filter canister together and as a result my new pump and motor got saturated with water when the canister didn't hold together under the pressure that a spa must build in order to run. I've reached out to his managers, but they don't care. They actually want to send him back to work on it some more. This past year has been a nightmare. Swim spas are very expensive and you need a reputable company to purchase one from. It's been my experience that Rich's from the Home doesn't care and won't back up their work or their technicians.

Rich's for the home was more than glad to take over $12,000 for a Coast Spa I purchased. I've had to replace of the pumps within the first 6 months. And I have had several issues over the last 17 months that have gone unrepaired and unanswered by Rich's service department. They avoid contact, blame "let go" employes, and don't honor their own warranty promises. They will charge trip fees, and $299 an hour or $189 per half hour. They subcontract work at this point and have actually don't damage to my tub that they are now unwilling to repair. Stay away from this company, terrible communication, fraudulent warranty practices, abysmal customer service.

horrible experience. waiting since august to get simple item fixed when manufacturer told me they "always have those parts avail" . manufacturer less than 50 miles from my home and i offered to overnight parts to richs and they refused the offer and said they wouldn't call manufacturer . service department at rich's is a train-wreck. rude and condescending on the phone. spa has been down 12+ mos out of the three years i've owned it. next i go to BBB.... i'm retired.... i've got all day....

I had a horrible experience last night. My pellet stove stopped working and I was panicked. Not knowing what to do at 10:30 at night and our weather getting in the 30’s. There was nothing I could do until morning. I’m a seventy five year old female who lives alone. I have had two major heart attacks and I am disabled. I called Rich’s fireplace shop in Lynnwood and was told that my stove was still under warranty. The problem was they could not come to fix for over a week. That was too long with all my health problems, so I begged the operator to please get me some help. After waiting for a short time I called them back and I was told that they were able to reach a technician that was willing to help me today. I was very happy. They said he wouldn’t be able to come until five o’clock tonight. About an hour later I get a Phonr call from Dane. He said he was close by and he was willing to come help me right away. Dane arrived in less than ten minutes and after hearing my story Dane went straight to work. It took Dane less than 30 minutes to fix the problem and my stove is now working. I wanted to write a review to inform people about Dane. He is a very kind and caring person. There are not many people in the world today who care about others that is why I wanted to tell everyone I can about Dane. I would definitely give him a five star plus rating for the care he showed me and I want others to share in my excitement of getting to know him. If I could give Dane a hundred star rating, I would. You have made an old lady very happy and warm, Thank you, Dane please have a wonderful day.

Scheduled a repair for a stove which I bought from Rich's. Technician who showed up figured the valve was broken. He had the part so installed a new valve. New valve is also broken. So technician leaves, charges be $400 for cleaning a broken stove and claims someone will follow up to make a new appointment. Nobody follows up to make a new appointment. Repeated calls to service dept go unanswered.

In a word, "poorly". After placing a deposit on the stove, but before installation, we were told that our sales person, Phillip Buchanan, no longer worked at the store. When the first installation team arrived they had the correct stove and flue kit, but were missing several important optional pieces and standard pieces. The unit did not work correctly when the gas was turned on. We had to schedule a second visit by the tech team to deliver and install the missing parts, but only after the parts had arrived and then with no priority. The missing parts were installed, but the stove still did not work properly. Another service call was scheduled, but again, only after parts had arrived and again with no priority. The stove, which is the primary heat source in our home, was finally fully functional about 6 weeks after initial install. Rich's has some serious issues with internal communication as each tech would show up as if without benefit of the insight of the previous tech visit.

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It was terrific! They are very helpful!

The installation of the stoves went fine. It was the after-instalaltion support that Rich's didn't do. They don't return phone calls when you call with a problem, they don't call when a replacement part has arrived. When you do go to the store, no salesman that is walking the floor greets you and ask if they can help you. Customer service is non-existent at this store.

I bought a wood-burning insert from them, and opted to pick it up and have another company install it. Halfway through installation, we realized that they had given me the wrong trim peice. The correct trim peice was not in stock, which meant my insert was left half-installed for a week. Rich's ordered the correct part and sent someone out free of charge to install it. In the end, all was made right. They don't get an and quot;Aand quot; because they did make the mistake in the first place, but they also don't get a and quot;Cand quot; because they fixed it in a reasonable amount of time and were polite and apologetic about it.

On 1/10/07, they delivered the new one and picked up the over-sized one. My contractor installed it. On 1/24, we selected, and Graham ordered, a custom door to go with it. On 2/2, we picked it up and once home spent several hours trying to get a 36x21 door to fit a 36x24 opening. It was returned and a proper size door was ordered which took 6 weeks to arrive. On May 22, it was finally installed. My biggest gripe with Rich's, other than the continual mistakes made by multiple salesmen, is the lack of service. Due to the mistakes, we had 4 orders and never did someone phone to notify us when they arrived. I always had to call and find out they were in. None of the people, except the embarrassed warehouse manager, ever apologized or acted dismayed over the mistakes. When I decided I needed a new mantel, I went to look at theirs, the saleslady told me they didn't have many samples since they always order custom mantels at installation, she gave me some pamphlets and walked off.

It seemed to take them a long time from when we contacted them for them to send someone out, and they didn't call us back for the 2nd appointment for a couple days after they'd already received the parts (glass and seal). I've never had this kind of work done so I'd guess the cost was average, however the first time the technician said that they wouldn't charge for labor when he came out to replace the glass, but then they did end up forcing us to pay another labor charge the 2nd time they came out. The technician who came out was very knowledgeable and instructed us on all the mechanisms of the fireplace and what we could expect now that it was working. Also, the technician showed up on time both times. I feel like I would rehire the technician, but I wouldn't want to deal with their office again.

I thought that the price for a service call was too high. $109.00 for the first 1/2 hour and $27.00 every l5 minutes, and no other options.

THE SERVICE TECHNICIAN SHOWED UP ON TIME. HE WAS POLITE AND QUICK TO ASSESS THE SITUATION. HE IDENTIFIED THE PARTS THAT NEEDED TO BE REPLACED. HE REPLACED THEM AND NOW MY GAS FIREPLACE IS FINALLY WORKING CORRECTLY! VERY HAPPY WITH MY EXPERIENCE.

EVERYTHING FINE. NOTHING SPECIAL EXCEPT THAT THEY WERE VERY POLITE AND SINCERE WHEN HELPING US FIGURE EVERYTHING OUT. BUT THEY WERE ALSO OVERPRICED.

OUR OVERALL EXPERIENCE WAS GREAT. THE GAS FIREPLACE WAS OUR FIRST MAJOR PURCHASE OF OUR NEW HOUSE. THE INSTALLER WAS VERY PROFESSIONAL AND COMPLETED IT IN A TIMELY MANNER. THERE WAS GREAT FOLLOW-UP WITH RICH'S.