Complaints

This profile includes complaints for Rich's For The Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rich's For The Home has 7 locations, listed below.

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  Rich's For The Home

  16504 Highway 99 Lynnwood, WA 98037-9501

  
• 

  Rich's For The Home

  102 Valley Mall Way Mount Vernon, WA 98273

  
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  Rich's For The Home

  5881 Washington 303 Bremerton, WA 98311

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  Rich's For The Home

  9350 SW Washington Square Rd Portland, OR 97223

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  Rich's For The Home

  14404 NE 20th St Bellevue, WA 98007

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a pellet stove from Richs at the fair new at $4,000. had it for a few years and it stopped working last year so in June 2022 we paid them to fix it. It was not fixed and since then they had been back 3 out of 9 times. They came twice without parts that they know they needed to do repairs. and the other time the technician was just physically unable to do the work. And numerous cancelations. We have been unable to use our heat source in our home all winter. and its now 9 months later into spring and still no repair. finally this month they refunded our repair cost from June, only upon my angry request. but the parts that need replacing are under warranty. I have had to take many days away from work to be home for these missed appointments. Its not right that a business can sell such expensive products with out the ability to service them

  

  Business Response

  Date: 03/29/2023

  Our tech visited the Hatch residence last week to work on their pellet stove only to discover that he needed an additional part to complete the job.  Once we were made aware of this, we put a rush on the part and contacted ************** yesterday to set up an appointment for April 6 to hopefully complete the repair. work  We are very sorry for the inconvenience that we have caused Mr. and *************** and hope that this will resolve all the concerns with their pellet stove.  Please let us know if we can be of any further assistance.

   

   

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19857448
  
  I am rejecting this response because:the repairs have not yet been completed
  
  Sincerely,
  
  *************************** *****

  Customer Answer

  Date: 04/10/2023

  After 10 months, After many missed appointments and wasting a lot of my time and missing work and writing bad reviews. Yes the work was finally completed.

• Initial Complaint

  Date:10/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/3/21, a technician came to my home to look into issues with my fireplace. He was not able to fully diagnose the issue, but he did try and, as he was leaving, I gave him my credit card information for payment. He gave me a receipt showing my card would be charged $241.12.During January 2022, I received a letter indicating I had not paid. I called and explained what happened. The person at Rich's told me that the technician wrote down my credit card information incorrectly. I gave credit card information again. I continued to get letters, but figured they made a mistake on their end. After all, I had tried to pay them twice already.During September 2022, I received a letter indicating that they were referring my debt to an outside collection firm and that this will affect my credit. To avoid damaging my credit, I would need to pay them at once.I have requested documents showing that this company has tried to process payments using the credit card information that I have already provided twice and the reason the card information was declined. They have yet to respond to me. I don't know if this has been paid, but I have tried to pay it. Now they need to do a little work on their end to show me that it actually hasn't been paid before I dig through all of my credit card and banking information.

  

  Business Response

  Date: 10/21/2022

  A summary of what occurred regarding complaint.  The customer's service appointment occurred on 12/3/21 with a technician.  The invoice was written up totaling $241.12. The technician collected the payment information and on 12/8/21 Receivables attempted to process the transaction and it was declined, reason given as "Do not honor".  Receivables proceeded to call the spouse, he said his wife would call to pay the balance, she did not.  On 12/16/21 Receivables spoke with the husband again and he provided his wife's cell phone number, the call was not answered, and a voicemail was left and there was no call back from customer. On 12/22/21 Receivables called again and left another voicemail.  On 12/12/21 Receivables reached out to the Rich's collection specialist as per procedure since three attempts had been made. There were three letters subsequently sent to collect on the balance.  These letters were sent on 6/28/22, 7/26/22 and 9/22/22, the last notice stating that if balance was not paid in full then it would be sent over to a Collection agency.   Rich's has made numerous attempts to collect on this balance and complied with company procedure. As of today there is still a balance due of $241.12.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2022, I ordered an outdoor dining table for $900. and was assured the measurements and specifications matched a previously ordered table I was pairing it with. After significant delays, the new table was finally delivered, in the wrong height. The salesperson was non-responsive so I contacted the manager who told me that, indeed, the manufacturer made a mistake. She assured me Rich's would fix the problem. That was in August. It is now October. They have still not rectified the problem. My most recent phone calls have not been returned and they are showing no evidence of correcting the situation. I have run out of options for how to deal with Rich's. They've left me no alternative but to pursue outside help. Their customer service is non-existent and I feel like once they got my money, they didn't care anymore.

  

  Business Response

  Date: 10/07/2022

  I just spoke with ********************* regarding his and his wife's concern with their table.  I explained to him that the table is correct by factory specifications but also acknowledged that it doesn't match the height of their original table.  We are going to see if there are other options that better match their original table.  If we are unable to find a satisfactory option then we will make an exception and offer a refund for the table in question.  Our staff has been working behind the scenes on resolving their concerns but should have done a better job in communicating this which I apologize for.  Please let me know if I can be of any further assistance.

   

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PURCHASED MY *** INSERT LATE IN DEC 2021 FROM RICHS FOR THE HOME AND RECIEVED IT EARLY JANUARY 2022. **** WAS MY SALES PERSON. BY THE END OF FEBRUARY IT HAD QUIT STAYING LIT. I HAD CONTACTED THEM AND WAS TOLD I WOULD GET A REPLY WITHIN 72 HOURS. 2 WEEKS LATER I EMAILED SERVICE AND WAS TOLD I WOULD BE CONTACTED WITH IN 72 HOURS. ON APRIL 7TH I FINALLY HAD A ****NITION COME. HE COULDN'T FIGURE IT OUT. HE CAME 2 OTHER TIMES AND FINALLY CONTACTED BACK EAST AND WAS TOLD THE PART. 3 WEEKS LATER HE CAME WITH PART AND THERE WAS NOWHERE TO PUT IT UNLESS HE DISMANTLED THE WHOLE INSERT. HE WAS VERY FRUSTRATED. EVIDENTLY RICHS IS SELLING STOVES WITH OUT TRAINING THEIR ****S. I HAD MANY UNRENTURNED CALLS TO ****.. I LIVE IN ************ AND WE DROVE TO THE MT. ****** STORE WHERE IT WAS PURCHASED. **** WAS VERY SURPRISED OT SEE US. TIRED TO GIVE ME A REPLACEMENT THAT WAS LESS EXPENSIVE AS MINE AND SMALLER. IT TOOK WEEKS TO GET THE "NEW" ****** HAD NO FIREPLACE HEAT DURING THE COLD SPRING. AFTER MANY WEEKS AND MANY PHONE CALLS, I FINALLY GOT MY FIREPLACE DELIVERED JULY 5TH. IT CAME IN A CRUSHED BOX WITH NO TOP ON IT AND DUST ALL OVER THE TOP OF THE ****** THE SCREEN WAS DAMAGED ALSO.AFTER INSTALLING IT, IT WOULD NOT LIGHT. NOW TODAY AUGUST 11,2022 I FINALLY GOT THE **** TO COME OUT AFTER THREATS OF GETTING THIS FIXED OR A FULL REFUND. THERE IS A PIPE THATTHE FEEDS THE *** THAT IS BENT. HE COULDN'T BEND I PAID FOR A BRAND NEW STOVE THAT WOULD WORK. NOT GET SOME STOVE FROM WHO KNOWS WHERE IN A OPENED CRUSHED BOX. THE OTHER STOVE IS STILL AT MY HOUSE IN THE DRIVE WAY.

  

  Business Response

  Date: 08/12/2022

  We agree with **************** that the condition of this gas insert is unacceptable.  It should have never left the warehouse in that condition.  One of our customer service agents has been in contact with **************** and has made arrangements to order a new unit and have it delivered out to **************** as soon as it arrives to us.  We are sorry for the inconvenience this has caused ****************.  Please let me know if I can be of any further assistance.