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January 2024 by Sandy P.
The service, techs and product they sold (pellet stove) are HORRIBLE. I feel scammed. They never fixed the pellet stove they sold me and changed the service appointments multiple times. (2 months time) This is the only source of heat and the temps inside was extremely frigid. They told me they had the part but never came to install it. Then they texted the night before to cancel the appointment because they now didn't have the part. Yo-Yo service from a Yo-Yo company. And the parts they replaced wasn't what was wrong with the pellet stove. Monroe Fireplace came out and fixed the pellet stove and told me to manually light the fire so I didn't freeze to death. I will write a separate review for them!
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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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December 2023 by Joe W.
Derrick and Melissa are great. They helped me with my fireplace. They have fireplaces and wood stoves and hot tubs and saunas! I will be back for all my living area needs. The price was cheap as amazon! Amazing.
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November 2023 by Joen B.
I'm writing this review for a devoted worker at Rich's home and fireplace shop on highway 99 in Lynnwood. Michael is his name. He has worked for John the owner, for 19 years. Michael is a very kind and loving man. My pellet stove broke down on a Sunday morning and it was bitter cold. He had given me his personal number and on Sunday of this last week I had to call him. I felt awful when I called and woke him up but the weather was extremely cold and I had no other source of heat. Michael was at my house about 30 minutes later to help me. If anyone ever deserves a good review it is Michael. I wish I could tell the world what a wonderful person he is and he is supported by a beautiful wife who was willing to let him go to work on his day off to help an old disabled woman of 75 years. Thank you Michael.
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November 2023 by Arturo N.
I had a very pleasant experience at Rich's especially services provided by Milissa. She was very understanding, helpful and gave excellent customer service. I would have bought more products if I was not in hurry. Because of her services I will visit the store again."
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October 2023 by Richard C.
The service at Rich's overall is poor. I purchased a hot tub a year ago. I immediately wished I went with their competitor Aqua Quip as I had to deal with a lot of third parties. This is really where it can get awful for someone. Each time I've reached out to them since for whatever reason. They either don't have it in stock and this is after I called and got rushed off the phone with him saying "we carry them all, just come in" when I was asking him then if I could order this from him and gave it sent to me. He said, no, and that I had to get these models at the store. I go in. They don't know how to help customers. They are unprofessional and to boot I'm ordering from another company online after all that nonsense. They don't seem like happy employees and that poses a lot of issues after you purchase your tub. Aqua Quip may be a lil more money, but they are so nice and professional whenever I'm there. Good luck!
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July 2023 by Google user
My wife and I have been looking for an OW Lee outdoor patio furniture set for sometime. We finally decided to move forward with our decision. Jennifer at the Tukwila location did a wonderful job helping us with our purchase. She helped us understand the benefits and gave us a great deal. When ever we think of outdoor patio needs Rich's Home will be our first choice and Jennifer will always be the one we work with. She is top notch!
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June 2023 by Shary Frankfurter
I love my new patio swivel chairs and small table. Having a small condo deck, I had looked at many furniture places for small comfortable outdoor furniture. Rich’s had it plus wonderful helpful service. Jennifer Grey, who helped me, even delivered my furniture after work to save me money. Kudos to Jennifer for going above and beyond good service!
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April 2023 by Elle Y
Jennifer helped us choose a fireplace insert for our home several months ago. From her advice in the store to the installation and her follow-up, we had a fantastic experience! We have already returned to look at other products and will be back to Rich’s.
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April 2023 by Katie Benjamin
Another poor customer service experience at Rich’s, it makes me regret spending 50k on a swim spa with these clowns. I walked in behind a guy who was clearly there to kick tires and chat but still the two salesmen both talked to him and ignored me. After a few min of standing at the counter another salesperson came up and ask if I was being helped. I said no I would love help I need to buy pool filters. They said oh we thought you were together, as they were huddled and I was 15 feet away. I Spent my 300 bucks begrudgingly, and they were still engaged in their brilliant chat. Take a hint dudes , Women can be customers. We can drive all by ourselves and go places spend money and be acknowledged as a potential customer. It’s super irritating to be ignored because you think it was only of value to talk the man, especially when I wasn’t even with him.
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April 2023 by Brittany Penland
I needed new patio furniture recently and came here. Jeff was very helpful, he showed me all my options and gave me great customer service. My new patio furniture is beautiful and I had a very pleasant experience buying it, Jeff seemed to really care about what I wanted. I recommend that everyone go here.
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March 2023 by Jim Hasselman
Jennifer at Rich’s helped us with the purchase of a wood stove. Jennifer did an outstanding job. She had great patience while we took forever to make up our mind. She also came to our house and provided great advice on placement and size of the stove. It was a pleasure working with her. The installers from Advance Installations were professional and also a pleasure to work with. We are very happy with our new stove.
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March 2023 by David Novac
My gf and I just bought a house and are now starting to look for a hot tub to put on our deck. We decided to check out Richs after seeing their advertisements on tv. Our salesperson Candice was super nice and attentive. She was also very knowledgeable about the hot tubs they carried and was able to answer all of my questions. Would definitely recommend checking them out! Also, they have the coolest tubs I’ve seen!
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February 2023 by Liza Furlan
Jeff was incredibly helpful is helping me pick out the new gas insert I was looking for. He came out to my house, measured, inspected my old unit that was being replaced, I told him the look that I wanted, and I got exactly what I was looking for. Installation was great, took no time at all. Now I don't have to redo the marble face as the all black insert has updated my surrounding area and it looks wonderful. Thank you Jeff for covering all the details, installation, financing and all my questions. You were awesome to work with and I'll recommend you to anyone who is looking for a new insert for their home. Thank you for a great experience!
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February 2023 by Becky Z
I’m normally not familiar with the area since I’m not from Washington, but my parents wanted to get a hot tub for their vacation home there, so I stopped by Rich’s to check out what they had to offer. Right as I walked in to take a look, Candice walked up to me and started a friendly conversation to ask what I came into the store looking for today. She was so nice and easy to talk to, it felt like I was shopping with my friend. She was knowledgeable and helpful by being able to answer all the questions I had regarding maintaining and using the hot tubs. I left knowing I bought the right tub and happy to recommend her to anyone who may be in the market for a new hot tub!!!
