Service team broke my fireplace blower during a repair and then fails to return emails and calls to correct their damage
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.
JP
JAMIE P.
Vernonia, OR
03/27/2025
0
SERVICE DEPARTMENT IS INCOMPETENT
DO NOT USE THIS COMPANY FOR A SPA REPAIR--DO NOT PURCHASE A SWIM SPA FROM THIS COMPANY--
If you own a swim spa at some point you will need a service tech to repair it. When that time comes, DO NOT CALL RICH'S FOR THE HOME!
I have a Coast Spa and Rich's is the only certified Coast Spa service technicians. This is the only reason I ended up hiring them. In order to hire them, you must email them. They do not take phone calls, I should have never reached out to them. They first came to my house in February of 2024, it's almost April 2025 and my spa is still not fixed. It needed a piece replaced that was leaking on the pump. I had to purchase a new pump and then I needed a new filter canister. The repairs were not that complicated, but after over a year and several screw ups by their service tech, I still don't have a working spa. The service tech, Josh, doesn't know how to attach PVC pipes. His screw ups attaching the water intake and outtake pipe to the pump on three different occasions caused water to saturate my new pump on each of the three occasions. Apparently, nobody supervises him and he also doesn't know how to ask for help. You would think after the first time he attached it incorrectly, he would have asked how he should do it properly? NOPE, two more times on those pipes. The last attempt lasted a little over a month and then separated. Let's talk the filter canister: He gets a new canister, doesn't know he needs to glue it in his shop before he installs it. It completely fails and saturated both my motor and my new pump. He comes back, glues it while it's attached to the spa. We filled the spa, put it going and it leaks. He goes to our local hardware store and comes back with a tube of JB weld. It doesn't work. He has to order a new canister, hopefully he glued it correctly because he installed it but then he forgot to glue the PVC pipe to the pump and again water went everywhere. He came back, supposedly fixed the pipe, only for it to fail again a month later. I contacted his managers and they don't care a bit. They want to send him back to work on it again. They say they have no other service tech to come work on it. I would think if one is a manager of a service department, they got there because of their experience. Right? After everything their incompetent service tech has put us through for over a year, you would think one of those managers would get themselves to my house and fix it properly. NO, THEY TRULY DON'T CARE AND COULDN'T BE BOTHERED IN THE LEAST!! DO NOT PURCHASE FROM THIS COMPANY!! P
PR
Pat R.
Pasco, WA
01/29/2024
10
Fantastic service from Pat…
I had a freak leak in the Hot Tub I bought from Rich’s. I am an older retired guy and don’t really know how to deal with these things.
I contacted the service department at Rich’s and spoke with Pat. She was professional, friendly, personable, knowledgeable and told me exactly what I needed to do.
No one likes problems, but I felt totally taken care of by Pat from the very first we talked.
Pat gave me the best service I have ever had in my life. Thank you Pat.
I strongly recommend Rich’s.
SJ
Shawn J.
Marysville, WA
04/11/2023
0
Stove stopped working waiting almost 2 years
New broken stove lots of broken promises waiting for nothing to happen. Two tons of pellets turning two years old no refund instore credit unacceptable ?
MM
Margaret M.
Spanaway, WA
01/17/2023
10
Great Service
The staff is very helpful and friendly, great selection of patio furniture and very high quality! Highly recommend!
CL
Chad L.
Beaverton, OR
11/08/2022
2
Friendly but unreliable with subpar product
I purchased a Coast swim spa through Richs For The Home. My experience is very mixed. Although they were friendly, they frequently leave me hanging by not responding to my inquiries or needs without me having to repeatedly call, text or email over and over. Especially when they give me an expected response date in writing then that date comes and goes with no correspondence. This is a huge issue for me as it makes me feel like the pestering bad guy but in reality, it is Richs' that are failing me by ghosting me and not keeping their word and getting back to me when they say they will. After paying for the spa I feel I have to nag to get info or service. Currently I have had my swim spa for 3 weeks and still have not had the promised consult on how to use it's many functions properly. It also has many issues that still need fixed yet I have to wait for weeks while I feel because I'm located a couple hours away I'm getting lesser customer service. I still don't know when I 'm getting the consult or repairs. At this point I regret buying a Coast Swim Spa from Richs'. I hope that changes in the future. The 2 star review is for the friendly manner I'm responded to when I do get responses though I'm left to feel that I'm a nuisance. Otherwise I'd leave a 1 star review.
JP
Joe P.
Winchester, CA
06/08/2022
10
Fantastic Customer Service!
I don’t normally leave reviews but in this case I had to. Everyone who works at Riches For The Home in Lynnwood was extremely delightful and very helpful. I highly recommend it.
JL
Joanne L.
Bothell, WA
02/11/2022
10
Great experience
I recently bought an electric fireplace from Rich’s. It was a great experience because of Katie. She was very helpful and very knowledgeable and always kept me informed at every step. I loved working with her. Also, the installation was tricky, and the installers did an excellent job. My fireplace turned out so beautiful!
AB
Avery B.
Langley, WA
02/11/2021
5 out of 5 stars
The sales and service people were very helpful. I found exactly what I wanted and more.
Recommended
TS
Timothy S.
Freeland, WA
02/03/2021
Fire pits and layout
The fire pits at Rich’s are so presentable and so nice, when I first walked in there walk in layout is so nice and organized. And I especially like their fire pits that have glass that go around the fire glass.
Recommended
NB
Noah B.
Lynnwood, WA
01/21/2021
Rich’s
The parts and service team was very helpful.
Recommended
KC
Kati C.
Seattle, WA
01/09/2021
AMAZING SERVICE
The service department was very helpful with helping me find the correct fan for the fireplace that I own.
Recommended
CS
Christian S.
Freeland, WA
01/06/2021
Rich’s
Rich’s for the home has such a good verity of hot tubs, spas, grills, and outdoor furniture it’s outstanding.
Recommended
JS
Joshua S.
Freeland, WA
12/14/2020
The Employees
I️ have been working for Lynwoods Rich’s For the Home for five months now and I️ have honestly enjoyed every second. Our team is so responsive and caring towards customers! Such a great environment to be apart of.
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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.