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March 2024 by L J.
We bought our hot tub with Rich's partially because they seemed to pride themselves on customer service. They had a sign showing that their customer service reviews were higher than the local competition. Unfortunately, we've found that their service department seems nonexistent. Seems like possibly a staffing issue but that's no reason to completely ignore us for weeks. I will update my review with either further details of the severity of the lack service for issues that need to be addressed or if we actually hear from someone and get helped. At this point, we cannot recommend them to anyone...which is sad because our initial buying experience was good with the sales person. We also have a few friends who are in the market for a hot tub and initially referred them there but have definitely changed our tune to our friends and warned them about the lack of service.
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February 2024 by Adrianne J.
DO not shop here!!!! I have been trying to get what I paid for, for 3 years!!! I just want a refund at this point. 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
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December 2023 by Randal P.
Have two fireplace inserts. Great service provided by Michael. On time and did and excellent job.
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November 2023 by Joen B.
I'm writing this review for an exceptional man. His name is Michael. He has worked for Rich's for 19 plus years. He is one of the kindest men I have ever met. I was having issues with my pellet stove and Michael was sent to my home to do the repairs. This man went to work immediately and with in minutes he knew what the problem was and he ordered a part and was back at my home early the next morning. Unfortunately, a couple of days later there was another issue. It was early morning and it was bitter cold outside, with no other source of heat I panicked and I called Michael not realizing it was only 7 am on a Sunday. Michael had given me his personal phone number just in case I had any other problems with my pellet stove. I'm a single 75 year old disabled female. He called me shortly afterward and he was at my home 30 minutes later. He has a very supportive loving wife who allowed him to jump out of bed and come to my rescue. He was unable to fix the stove because he had no way to get the part on a Sunday. Michael was very upset and concerned that I had no heat. The following morning when he got to work he convinced his boss John to replace my stove with a brand new one. It takes a very special person to go out on a limb for someone he doesn't know. Ten thumbs up Michael. you deserve the man of the year award along with your precious wife.
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November 2023 by Carmen D.
Wonderful selection, very helpful sales staff! Highly recommend Richs. Beautiful fireplaces to choose from.
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October 2023 by janet harris
Mike serviced our propane stove and returned for a courtesy tech visit to fix a fan. He is a friendly experienced tech who spent time trouble shooting the problem …and solved it! We will ask for him by name for our next visit. Thanks Mike!
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October 2023 by Jim Kabler
We purchased an Ironstrike propane fireplace from Rich’s 2 1/2 years ago. When we turned it n in September the fireplace only remained on for a few seconds and then extinguished. This morning Brandnon came out to “repair” the problem. He took adequate time troubleshooting, and checking online tech support to properly diagnose and repair the problem. (Pilot light blocking and venting was open more than it should be. Brandon was knowledgeable, professional and very friendly. He took the time to fully explain what he had done so that my wife and I could totally understand. (We are in our mid 70s and are quite challenged with technology.). We are most pleased with the services Brandon provided. Jim and Sharon Kabler
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October 2023 by Alissa A
I highly recommend Rich's for the Home service department. Michael visited my home to complete a maintenance service call on our free standing fireplace. He was professional, prompt and thorough. Michael explained each step of the maintenance process.
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October 2023 by Erin Palmer
Terrible experience. Purchased a hot tub at the Puyallup fair, we had been planning on ordering one through a big box store but decided it was worth the extra $ to have the convenience and piece of mind of a local company and warranty. It was delivered yesterday without a filter or filter cover, after several calls they managed to find the missing items and brought them but by then we realized the drain valve was also missing from a supposedly new unit! Also still waiting for the manual to be emailed as promised twice by support, another item not with the tub. Now they want to send a technician on Thursday, so we are just supposed to take another day off work to accommodate them. At this point I don't even want the 2 year warranty if it means dealing with them ?
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September 2023 by Kyle Mitchell
Great sales people happy to help close the sale but service beyond that false way short of a place that proclaims high end product. We purchased a modern gas fireplace which was not cheap. Since installation there have been multiple part failures resulting in dangerous gas leaks. In 12+ months it has been unusable more than half of them. Their service department is absolutely terrible in communication and responsiveness. After escalating to management with no change. Product quality has been suspect but the lack of attention post sale says a lot
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September 2023 by Becky Waits
So dissatisfied with Rich’s. Bought a very expensive spa in May 2023. We did our research and shopped around to find the exact spa. The salesman was knowledgeable and we bought the spa that seemed perfect for our family. The tub was delivered without a manual and missing products. We bought this specific spa, as it was compatible with controlling from our iPhone (spa is in Eastern Washington). Unfortunately, we could not get the spa to sync with our phone. We made many phone calls, text and emails to the salesman, service manager and manager. We would always hear that someone would get back to us. After many months and being completely ghosted from the service manager and manager, we had to give up. We were told by a friend to contact a spa professional that he knew. With his help, our spa is finally up and running in August 2023.I wish we would have educated ourselves and read reviews before we purchased from Rich’s. They are definitely eager to sell, but their customer service after the sale is terribleUPDATE:After posting this review, I was contacted by Jeremy who works directly for the owner. He was upset that this incident had happened to us and was willing to work with us to be a satisfied customer. He asked for my husband and I to talk over what he could do to satisfy us. He followed through with calling us back and handling the situation.Again, the salesman, Keith did his job. We were very satisfied with his customer service. When we were frustrated, he returned emails and phone calls. I would definitely give Keith and Jeremy 5 stars
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September 2023 by Cindi Herrell
Wow what an experience so far! We paid an arm and a leg for a hot tub that was delivered inoperable.I have called several times trying to get an answer if they will send someone to fix it. 5 different people have told me that they will call me back by a certain time and never called.The sales man, the service department and the manager have all ghosted me after there was a problem.I’m really sad about my purchase coming with no service whatsoever and wish I would have just gone to Home Depot instead.Save yourself the hassle because apparently if you want maintenance done from this company you have to hire a lawyer.Update: so I did finally get a call from the maintenance man after the manager got involved, but it was after being blown off so many times. I think the higher ups would have to do a lot less damage control if they would organize the service department and lay down clear guidelines as to what they expect from their employees.Update: Jeremy was amazing and I definitely feel that he took care of the problem. I do think that this was an isolated incident and believe we can continue business with them.
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August 2023 by Joel Martin
SECOND UPDATE: delivery occurred by professional and courteous team and new cover now in place. Thanks to the team for getting this completed.UPDATE: I was quickly contacted by the store manager who had taken the time to research the situation and apologized for the miscommunications and explained that the old cover isn’t being made any longer so very difficult to replace but offered to deliver the newer upgraded style for no cost by next week. Excellent service and appreciated! Will update again once delivered.Purchased a spa 3 years ago from Rich’s in Bremerton and love it however the cover has been a disaster. I filed a claim in January and a new cover was ordered as the original was defective clearly with tears in the internal liner causing rust and rot leading to water/smell issues but the replacement has still not arrived.
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August 2023 by Mike Mancini
We had been in and out of the store a few times; mostly for hot tub supplies and had limited time with Katianne. Recently we went to the store to talk about installing a fireplace on our boat and she was knowledgeable in what was available as well as boats (which was nice to deal with).She walked us through the specifics and helped us decide on a fireplace that fits perfectly. We will be returning to her to replace a fireplace insert needed at the cabin.Thank you Katianne!
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July 2023 by Sarah Drew
We had a follow up appointment today to replace a fan in our fireplace - and Michael did a fabulous job. He's super personable, knowledgeable about our particular fireplace model, and courteous. Dennis was the previous technician who came out for the last service and he was great as well. We've been using Rich's for several years now to regularly service and maintain our fireplaces and would highly recommend them.
