Rich's for the Home Reviews 6

The service department at Rich's for the Home engages in narcissistic abuse of their customers by not acknowledging emails about their service call failures and not returning customer phone calls. The service team hides behind an email address; you cannot reach them by phone. Be prepared to stop payment on your credit card when dealing with these narcissistic abusers.

If you're thinking of dropping $4,000-5,000 one of their Fireplace Xtrordinaire fireplaces, know that you could spend an equivalent amount of money on installation and tile work alone. When that fireplace inevitably has a malfunction in time (it will happen!), know that Rich's does NOT have your back and will leave you hanging after a botched service call, potentially leaving your now $8,000-10,000 fireplace investment broken or malfunctioning.

I've had 3 unprofessional experiences with Rich's service team over a Fireplace Xtrodinaire ignition apparatus that failed on a 5-year-old fireplace that cost about $7,000 to install.

For the first appointment, Rich's never showed up, later claiming (after I contacted them to ask why they didn't show) that "there was no answer at the gate intercom." (The unit is in a condo building; my phone never rang, and no one left me a voicemail.) Tellingly, *I* was the one who had to contact them to ask why they stood me up on our appointment booking. If they ever showed at all, they did an ineffectual job of trying to contact me to buzz them through the gate. The fact that no voicemail was left for me establishes this fact. Ethical workers always leave voicemails or other papertrails to prove they showed up and tried; Rich's service team did not.

The second appointment was an inspection that seemed to go OK. After a month or more wait for parts, the third appointment resulted in a weird interaction with the service technician who had to work with me away (buzzed in remotely). What was weird is how he left my property without so much as a basic courtesy phone call to verbally conclude the job and lock the front door. When I went to test the fireplace a couple days later, I understood why the technician sneaked off without calling me: in the course of the appointment, he'd damaged the fan blower, resulting in an ear-piercing screech when the blower runs. No ethical technician would've left a customer's property with a blower malfunctioning horrendously. While the igniter was fixed, the fact that the fireplace blower was rendered unusable (and the technician failed to call and tell me about whatever happened, an action any reasonable and ethical person would take, leads me to conclude the technician slacked off on the job and/or was covering up damage they caused).

I sent several follow-up emails to Rich's service team; all were ignored. I called the sales team, who sighed and seemed to knowingly hint their service department is lackluster; but they promised a callback that never came. Multiple emails over the past month and have been ignored, and I've been forced to contact my credit card company and stop payment over Rich's botched service call. If you know anything about narcissistic abuse, this culture is exactly how abusers operate; from the first appointment, this team gave me bad vibes. If you're thinking of investing in the products Rich's for the Home sells, know that getting these expensive products repaired will take a lot of legwork on your part that you shouldn't have to do.

I'm also contacting Fireplace Xtrordinaire to let them know how Rich's is letting down customers of their (expensive) fireplace products. The owners of Rich's need to terminate the bad service employees ruining their company's image.

Edited again: Just keeps getting worse, So the Tech who looked at the pictures and diagnosed what was wrong with my spa, (yes you read that right, they diagnosed my spa's problem from a picture, because the child they sent out to work on my spa, new little to nothing about spas.) said that is was probably just an O ring that had failed on the pump. I asked why then would you want to replace the whole pump, when all it needs is an O ring, he said, "Because the manufacturer does not sell us O rings only the pumps." So, they want to charge me for a new pump at about $1,200 for parts and labor for a $3.00 part!!!!!! What is wrong with this company? I am an older woman on my own and I am certain they see me as an easy target. If I knew anything about machinery I would take this thing apart by myself, but sadly I do not. Shame on you coast spas!

Don't expect service and tech support from this company. Bought the extended warranty and am trying to use said warranty. There is ZERO communication from their warranty department. I have had to call Rich's and warranty department frequently to get any answers on the fact that they are not coming out to find out why my spa is leaking.

Finally they after sent out a child with no real experience to diagnosis the problem. It was apparent from the start he had little experience with spas, so I asked him how long he had been doing this, he told me he really didn't work on spas that he worked on fireplaces but he would fill in when they needed help with a spa. He had to continually send texts to someone to try and figure out what was going on with my spa and then took all the panels off the spa, looking for a second pump which he said he could hear was trying to start but was not working. (there is no second pump). After unable to find the second pump which he could "hear was trying to start" he told me, well they told me there is two pumps.

Said Tech guy told me I would hear from Tech support that day to schedule a new appointment to replace the leaking pump. No call, no word for 6 days and that was only because I called Rich's repeatedly to find out when my leaking spa would be fixed. Every 3 days I have to replace 2inches of water lost through this leak. This is going to cost me a lot in water alone. The text they finally sent said, "Currently waiting for an ETA date on your replacement pump diagnosed by our tech." 6 days later I have still not heard from them. Have again left messages with Rich's and tech support for any answers.

The saga continues.

Edited: Oh wait there is more. Got an email from Tech, saying the manufacturer (Coast Spas) will not replace the pump because it is my fault it leaks. They said I put too much chemicals in and therefore not covered under warranty. This diagnoses came from a picture the tech they sent out, showing calcium deposit on pump. From this they decided it was my fault and I will now have to pay near $1,000 for a new pump and $179 per hour to replace. 1. The pump is working fine, it is leaking from an O ring or gasket, not sure what is in there. 2. I am not paying $179 for service when they have already proven that they send out people who have no idea how to work on a spa. (read above for more on that). This is ridiculous. Good luck if you buy a Coast Spa and something goes wrong with it... and something is bound to go wrong with it. Stay tuned for more I am sure!

Worst customer service I have ever encountered.

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 originally 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.

October 18th, 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's more....THEY SCREWED THE PANEL INTO THE PLUMBING. I get home and water is leaking out the side. I turned the spa on and water gushed out the side like a dang waterfall, oh Ironic.
Almost a month later they are refusing to say I have any issue other than that my factory waterfall needs to be replaced. Person B doesn't read any of my emails and for weeks now I have been requesting a phone call, because it's not JUST the waterfall.
I have ALL my emails proving this, and my complaint to the BBB where they lied and said it was just the waterfall and they are trying to work with me. (They wrote that 11/1/23) After they drilled my plumbing.
Person B is the one who is supposed to be helping me, but they can't even say what the issue is.
Don't shop here, they don't care what they sell you or how they treat you. Yet they want to charge TOP, Top dollar.

Sorry to say, we purchased a stove from the Burlington store. when we got it it had some defects, scratches on the surface and broken firebrick liner. That was march 2020. We called right away and they said it would be about a month for a replacement of the firebrick, then someone would come out and fix the scratches. We could go ahead and use the stove. It is now late July and we have made numerous calls. Still no help and now the finish is gradually coming off the top surface--no we didn't overheat it.
Don't expect any service from these people. Once they have your $ they are out of the picture, no matter how often you call.

Quality goods and variety. They also offer service/maintenance on item. As goods are on luxury end, the price point is higher. However, they stand by their goods. Had a wood patio chair start to crack after one year and they replaced free of charge. Used their gas fireplace cleaning service and they not only cleaned the fireplace, but touched up paint and offered tips. Have purchased patio furniture & covers, plus gas fireplace cleaning service from them. They never dissappoint. Highly recommended.