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January 2024 by Adrianne J.
This review is based on their service department and the upper management They said if I take my review down and sign a settlement they will replace my broken Hot tub with one that works. Yes, they put that in writing. This is their exact words: Option 3: We would replace the spa on a one-time basis with a new, unused spa, same model of course but one year newer. We could replace the spa within 6-8 weeks of acceptance. If you choose this option, you would be responsible for the electrical hook-up. This option would include a $500 gift from Rich's. Do NOT, I repeat do not shop here!! I purchased a cascade 2 in April of 2021 for $23,526.72. It has not worked properly for 1 day since I have owned it. I originally wrote a Yelp review on 10/31/22 that was taken down because I used exact names. I wasn't going to write another one, but 4 weeks ago Rich's tech people came out to fix yet another problem and they DRILLED HOLES IN THE PLUMBING. The real kicker, I received an email yesterday (after sending multiple emails) saying the only issue they know of is the waterfall and they are happy to schedule a warranty repair. The panels are bowing out, the trim is broken, the sides are scratched up, there are holes drilled into the plumbing, it won't keep temperature because it won't hold enough water....and yes, the factory waterfall after 2 1/2 years still doesn't work. From the beginning, my spa was delivered and set up in Spring of 2021. Day 1 the waterfall didn't work and the water gauge wasn't hooked up so it wouldn't warm up. I called and within the week someone came out and hooked up the gauge but the waterfall couldn't be fixed. Fast forward to me trying to use the spa. I pulled the lid back with the "cover liftarms for covermate 3" that they installed and it completely ripped off the side panels. They had used small screws that were not anchored to anything and not nearly strong enough to hold such a big cover. At this time, I couldn't use the spa. The cover is too heavy to lift off the spa without the lift. FOR MONTHS I called and asked for a timeline when this could be repaired and never got a straight answer. I spoke with several different people and each time I had to explain the entire story. After about 4 months Rich's got the bright Idea to send someone out to fix the spa so I could at least use it. They sent 1 guy out and he wasn't strong enough to lift the cover and left without doing any repairs. The very next day I went to the Tacoma location where I purchased it and was upset that I still didn't have a spa that worked. I spoke with someone and since I can't use names I'll just call them employee A. They said they would help and took down some notes about what was going on. About 45 days later, My new panels were installed. I told the tech that installed the panels, to take note of all the damage the cover did when It ripped off. I also took pictures and the repair was far from complete. October 2022, I can use my spa again, but it's cosmetically damaged and the waterfall still doesn't work. Spring comes around and the 2nd set of panels start warping and fading in color. After a few conversations with Person B, they tell me to send pictures (which I do) and tell me they will not look at the panels till they come out to replace the waterfall. I don't think that is acceptable because 1) the waterfall at this point hasn't worked in the 2 years I have had this 2) we also still haven't repaired the damage from the cover. Back and forth, back and forth. Ok, they win, I'll wait. 10/18, I have an appointment to finally get a new waterfall. I am not at home and the service tech rings my Ring camera doorbell. I talk to him briefly and he says he is there to replace the waterfall and I asked him what about the panels? He says he will look at them also. I got a phone call from the service guy and he said he was unable to fix the waterfall because he was given THE EXACT SAME MODEL!!! Ok..... Oh wait there'
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January 2024 by Sergey Gazarov
The service I received by Michelle blew me away. I stopped by the store a week before NYE and inquired about a Kamado Joe grill. I was told that it will be delivered the week after NYE. I told Michelle that I had really hoped to have it by NYE as I had people coming over.Michelle got on the phone, pulled whatever strings she needed to pull and had my grill delivered and assemble at my house within a few days.I just moved here and now I found my favorite store for outdoor living. Thank you, Michelle.
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December 2023 by Anand Balachandran
I had a new [Lopi] gas insert put in at my home and Kim Berry at Rich's provided excellent customer service. The install technician made an appointment with me within a reasonable time, and the installation was carried out extremely smoothly.I had a few follow-up questions and Kim Berry was able to handle those for me in record time. Overall, I am very pleased with Rich's and their quality of service.
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December 2023 by James Pelton
I recently ordered a hot tub cover to replace the one that I have. Although it took a couple of months as these are custom orders, Michelle went beyond the call of duty by delivering it herself and helping me install it as well as taking away the old one in sections. That kind of service is rare these days. That deserves our loyalty to the company.
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December 2023 by Ina Nordstrom
Rich’s carries terrific lines of good quality outdoor furniture. Kim Berry really came thru for us. She matched a loveseat to a set we had purchased 5+ years ago. It was delivered yesterday and we couldn’t be happier. Thanks Rich’s and Kim.
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December 2023 by Rick Workman
We had a great experience working with Beth on the purchase of a new fireplace insert. After install we had a minor issue and Brandon came by and resolved it the very same day, great service!
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November 2023 by Caroline Bowden Campbell
We just got out of our new Coast Elite Curve hot tub for the first time and we could not be happier. Thank you so much to Kim Berry at Rich's, our shining star - who helped educate us on all the different hot tub options, was always available to talk through any questions we had as we were making our decision, and was happy to talk us through how to get our hot tub set up with the chemicals after delivery (she made it easy!). The whole Rich's team was easy to work with on the delivery process and they were transparent, communicative and on time. The tub itself is super luxurious and us first time hot tub owners overjoyed. Thank you!!!
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November 2023 by Jeewan Ghuman
I purchased a Morsø wood stove and some accessories - it was a great experience. Kim Berry not only did the entire sale via email/phone (super easy for me) but also was able to beat the best price I had from another store. I wasn’t ready to take the stove for almost 3 months but they had no issues holding it for me. Pick up was easy and the stove looks amazing. Wonderful business to work with!
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November 2023 by Cindy Shank
I recently had a tech sent out from Rich's in Lynwood. He was installing some components and ran a gas line that got my new fireplace up and working. It's been a long project due to delays on my end with the remodel and it's the 2nd time I've had service help me get the project heading in the right direction. I'm very happy with the fireplace, the very knowledgeable installer Eric and the help from Rich's in Lynnwood.
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November 2023 by Brian R.
We bought a fireplace insert and the fan doesn't work, the paint is peeling off the face and we haven't had a call back from the service department after multiple attempts to reach them over the past month. We have tried the online scheduling system which is apparently an unknown method to the Rich's staff, multiple emails and many calls. We were told today someone would call us within the hour and it's still not resolved. We want the issues resolved, but apparently we aren't getting anywhere. We will never make another purchase from Rich's because of this. The lack of response from the service manager should be grounds for relieving him of his job. We are frustrated beyond belief.
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October 2023 by Catherine Godfrey
My husband and I have purchased outdoor furniture from Rich's For The Home several times.We always work with Kim Berry when we are there... She's friendly, professional, has a good attention to detail and a terrific knowledge of the various furniture lines they carry.
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October 2023 by Jennifer F.
Outstanding service. Thank you for taking care of my fireplaces and keeping them in tip-top shape for all these years. You are the best! Dennis always gives more than 100%.
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October 2023 by W Michael Anderson
Service Technician performed service and regular maintenance on our gas fireplace. Technician was professional, knowledgeable, thorough, friendly, and very conscious of cleanliness. He did a great job, and fireplace works much better.
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September 2023 by Randy Krenzer
Michael the service tech was on-time, worked efficiently and with good attention to protecting nearby surfaces and furniture. Additionally he patiently answered ALL my questions and was very pleasant company.I am completely satisfied by the service received from Rich's.
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August 2023 by Joshua Burns
Kim Berry and the team at Rich’s were great! I had a terrible delivery experience with Home Depot that resulted in a grill arriving shattered into a million pieces. Kim was super helpful and arranged to have my grill hand delivered and assembled during a busy holiday week! Everything arrived ready to go and in one piece this time lol. I’d highly recommend Rich’s for your bbq needs! Oh and they have hot tubs too ?
