Every city has a retailer like P.C. Richard & Son, "The Appliance, Electronics, Computer Giant." Many have an interesting story behind them. P.C. Richard is no exception. It was established as a hardware store in 1909 by Peter Christiään Richard ("P.C."), an immigrant from Holland, who came to America in 1889 at age of 18.
Now, many air conditioners, washing machines and gadgets later, the humble hardware store has grown to 42 stores in Manhattan, Brooklyn, Queens, Westchester, Long Island, and New Jersey.
Despite all the platitudes and BIG BOLD CLAIMS! on its Web site, the P.C. Richard of today has pretty sharp elbows and skates a fine line, like most mass marketers. It may often have the lowest prices but as the complaints in this section show, consumers need to be sure they get the model they order, that they understand the terms and think twice about that extended warranty.
Here are a few of the more recent complaints:
Margaret of Flushing, NY June 23, 2009
On June 6, 2009 I purchased a 40" Sony Bravia. It was delivered on June 9,2009. The picture was bad. I told the delivery men to take it back. He would not and I signed, with reservations, for the TV. June 12 was the turnover to digital and I received no channels. On June 15 a PC Richards Tech came and highly recommended, in writing,a cable box. He was able to get 3 channels on the TV.On June 16 and other PC Richards tech came with a ditigal antenna and gave up when he could only get 5 channels and could not fix the picture. On June 17 the TV with box it came in and the instruction booklet intact, never opened, were removed. I have my analog and converter box hooked up and am receiving the same 3 channel that I received with my new TV and the picture is clear.
PC Richards would not give me my money back. They said that the TV was removed from the box. My contention is that you do not know if the merchandise worked unless you plug it in.
I do not want store credit. In the past year I purchase from PC Richards an air conditioner, stove, refridgerator and an over the stove microwave. I ,hopefully, do not need to purchase anything from PC Richards.
Joseph of westbury, NY June 6, 2009
I bought a 51" Philips Ambilight Plasma TV three years ago and all of a sudden there is a red light that comes on at the left lower corner of the TV. The TV does not come on anymore. What a piece of garbage. I did not see this coming. It was working fine just two days ago. I have unplugged the TV and cable box and have rebooted the cable box but the red light remains and the TV won't turn on.
hector of brentwood, NY June 5, 2009
I purchased Panasonic 50 inch DLP television model# ty50lc13c on 3-28-04. I purchased it with a 5 yr extended waranty from PC Richards. On 2-22-05 I had to replace the lamp that is supposed to last 10,000 hrs. There are only 8,400 hrs in a yr. I again had to replace it on 6-8-05,3-22-06,10-24-07. All of these were replaced using the extended warranty from PC Richards. My warranty expired on 4-6-09 and would you know I need another lamp! I tried calling PC Richaards to see if I could extend my warranty, they refused.
I tried Panasonic, and the best they could do is give me a 15 percent off toward a new tv, they would not send me a new lamp. I purchased this tv for 2,600 not including the price for the tv stand and the extended warranty which i purchased. Total cost was 3,345.05. Nobody wants to do anything for me. I still have every receipt for all the repairs and the receipt for the purchase of the tv. What more can I do. Please help, im at the end of my rope.
Linda of Brooklyn, NY April 8, 2009
I had a PC Richard credit card for about 2 years. I purchased an air conditioner around July of 2007 and a washer and dryer in Jan 2008. Both items were paid off almost immediately. I thought about purchasing a new laptop recently and just yesterday I received a letter from GE Money Bank saying they were closing my account due to inactivity. I'm almost finished paying off Empire Carpet and because it's owned by GE Money Bank, I'm sure they will close it too. How can you establish good credit when you pay things on time, pay more than the minimum, and then get screwed? What's wrong with this picture?
Sara of Massapequa, NY April 3, 2009
I was scheduled to have my dishwasher repaired between 11am and 2pm. I took time off of work for this. At 2PM I called customer service and asked for ETA, they said just about a half hour. Called back at 4:15 when there was still no repair man and they said just another half hour...it's 5 PM! I could have worked a full day! No phone call to give me a heads up about the delay! Completely unprofessional. I understand things happen and all but a phone call is not much to expect!
350 lost by not working today!
Roslyn of Jersey City, NJ March 25, 2009
Purchased a washer/dryer combo from this store on 3/19/09. It was delivered on Sun. 3/22. Used on Monday, on Tuesday it worked minimally. I contacted the company, Eurotech. Customer service registered me but could not give me any real troubleshooting advice. When I called PC Richards I was told they do not take applicances back but they will send a repair person. This manager, didn't get his name, didn't even ask if he could exchange it for me. At this point I want my money back, it has not been in my house a week. Any assistance you can give me will be appreciated.
Nine hundred dollars was spent on this applicance including warranty. This purchase was intended to cut spending money at the laundry.
Slavek of Matawan, NJ March 21, 2009
On sunday march 15th i find ad in star ledger. PC RICHARD AND SON MARCH MARK DOWN, on computer section i find notebook hp pavilion 14.1``, 250 Gb hard drive, pentium processor for only 299. I call ask my friend to stop in the store and check its this thru. Hi go to the store ask salesmen for this notebook, salesmen said yes we haved, my friend call me and said ok, i1m waiting for you.
I drive 55 miles to this store. After i coming with money i sad to salesmen yo give me this notebook to register, now hi said this is mistake this notebook price is 549, for 299 they got small mini notebooks 8`` monitor, and send me to store menager, this guy said that was print error, i ask why your salesman said to my friend yes we haved, hi said how you come to the store you can buy something else maybe....., i ask him for payback for my gas and time to came to this location, and he said ok police can help you payback if you need.
Charles of Forest Hills, NY March 15, 2009
On 1/29/09 I ordered a TV totaling 661.02 after waiting for 3 weeks for the TV I changed my mined and went into the store on 2/25/09 to get a full refund. I was told by one of the stores managers that their policy was that because I paid 600.00 in cash that a check would be mailed to me in 3 business days. In the second week of March I called the store I originally went to because I never received my refund check, I found out later that the check was cut on March 4th and that I should receive it any day.
Then on March 11th I called the company complaining that I still haven't received my refund and was told by a rep that the check was cut on March 9th, not on March 4th and that I should have it by Friday March 13th. It has been 20 days since I sought out a refund for a purchase of an item I never got and have been told various stories by store management and store personal. This mater has left me no choice to seek a complaint with the BBB and any further action if necessary.
I'm out 600.00
Daniel A. Drance of Northport, NY March 13, 2009
I've been a PC Richard customer for over 30 years, usually experiencing at least acceptable service. I recently made a 20,000+ appliance purchase for a major home renovation. The merchandise was delivered on 2/24/09. It has been inside my house waiting, standing undisturbed, for my contractor to prepare the kitchen for installation. It was ready this Monday (3/9/09). When they were ready to install the built in Kitchen Aide refrigerator, they noticed that 2 wheels on the bottom of the unit were missing. There appeared to be no trauma to the unit (like bent or broken metal), just no wheels.
I called the store and the first response was that this is how the unit is supposed to be. Unbelievable!! Not until we called Kitchen Aide directly did we confirm (the obvious) that 4 wheels should be on the unit. I insisted on the unit being replaced. PC said they had to send a service man to inspect the unit first. That took 2 more days.
Finally today (3/12/09), the service comes to the house and immediately says This unit has to go back. He also wrote on the service ticket: fridge missing wheels on right side; unit damaged. So I thought we would have a replacement soon. When he calls in to his supervisor, he reports that the wheels have been broken (not missing) and the unit has been damaged due to mishandling on my end. Again- the unit had not been moved since delivery. So we have 2 misleading reports from the service man and I still have a damaged 4850 (plus service contract) refrigerator.
At every turn, the response from company representatives (at the store and at Customer Service) have been, I can't do anything for you, and would just try to push me off to another person. I finally called the Customer Help (spoke to Chris), who said he would look into it. I have had no reassurance, no encouragement that this will be resolved, just people telling me that someone else will have to help me.
All I want is a new, replacement unit. Right now, I am out 4850 for the fridge, plus 399.99 for a service contract. I am SO frustrated. This was a 20,000+ purchase by a long time customer. PLEASE HELP!!
Theresa of New York, NY March 10, 2009
Hello I purchase a CDX-GT630UI sony car radio from a store in manhattan, and had it installed in brooklyn on Altantic Ave. I contacted the store and spoken with rob who intstalled the radio, and told him that the radio may have a malfunction, because it is blinking, and the sound volume was low when it's turn up high. He told me just bring it in, and he will exchange it, just make sure that i bring the box and receipt. When i got there, he just adjust the connector w/ a pen and said if i have a problem again just bring it back he just adjust it again i ask why not change as you said. he just said the same thing.
Now once again am having the same problem, this time i spoken with the store manager Tony, who was really rude telling me listen you didn't bye it here, your 20 days is expired if you had something wrong with it you should had brought back then. the only thing that i can tell bring it in and i have my guy look at it, but you wont be getting another one that the best i can do for you. I dont think that anyone who is a manager should be rude to a customer, i thought they are there to help.
I have been a pc richard customer for years, and this is really disappointing.
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