PACIFIC SALES

If I could give 0 stars it would be more appropriate. Absolutely horrible customer support. I bought a very expensive refrigerator and their installers broke it. I’m waiting almost 2 years for a replacement and the store is not only unsympathetic but not even a little helpful. BEYOND HORRIBLE!! The general manager, Christopher Bey was horrible, rude, and arrogantly dismissive about our issue. Never again!!!

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Sales person was professional, not pushy. Had good information about appliances. Although the store was busy we were not rushed to purchase our items.

In April, I went to Pacific Sales with a simple plan – to replace one item. My 13-yr. old Sears washer had just flooded my entire garage. I met Dave Ingle, a man with incredible patience & professionalism. He showed me several models with many options. He explained the countless new features in an easy-to-understand manner. He put up with my very chatty nature, the fact that I had my online research in hand & that I was determined not to "buy anything with too many bells & whistles." The store manager, Pam Brown, also helped me. She has an amazing background in appliances and she pointed out many factors that I had overlooked. I had worked in Home Improvement for Sears for a long time, so the updated education from both Dave and Pam was very valuable. I ended up buying BOTH the washer, dryer, pedestals and the Extended Warranties. Yikes! Khem is terrific, he assisted with all necessary paperwork, made extra copies for me for both of my rebates & confirmed that I could have that next-day delivery (which was very important to me). Timing is everything. It turns out that my washer had "expired" in the very same week that Pacific Sales was re-locating their enormous Los Angeles warehouse. Apparently, even with tremendous pre-planning, deliveries for all of Southern California were a bit of a nightmare. To make a long story short, my appliances were indeed delivered the next day ....... at 9:05 PM. Looking back, it was a bit crazy, but the washer & dryer are in and they are fabulous! The pedestals were delivered the following week and I am extremely happy with the choices I made – and the amazing service I received. I did not need the special water line kit and when it was returned, I received a very generous additional credit to my account – to compensate for all of the delivery "adventures." Six years ago, I purchased all of my kitchen appliances from Pacific Sales. My brother & his wife did so as well. Obviously, I have been a fan for a long time. Full disclosure: My son does work in the store on Milch (off Miramar Road). Having said that, I would not change a single word of this review.

Kent, the salesman that we worked with, was very professional. He was like a walking encyclopedia. I’ve never met anyone who knew the ins and outs of all the appliances like he did. He was just unbelievable. He knew the company, who owned it, and who had bought it out. He recommended a better microwave, and for a lesser price. The same manufacturer also makes the high-end Viking line. I teased him and told him he was a charmer. He had a good sense of humor and is a wonderful person to work with. He even knows more than the people who come to install the appliances. Walking through the store and being treated like a human being and given all that knowledge was very important. There is some sort of affiliation between Pacific Sales and Best Buy, but I don’t know what that is. Their price is quite high, but they carry high-end appliances. I can’t comment about responsiveness and punctuality until they deliver my oven.

All seemed to go smoothly with delivery. Unit was plugged in and ALMOST all the packing material removed. I signed off (BIG MISTAKE) saying all was fine and delivery man left. I then finished removing two pieces of styrofoam from top of frig doors and found a very noticeable dent. Since problem was cosmetic, they were in no rush to replace the damaged door. There were numerous errors with process including ordering incorrect door and other matters. I must've called them over a dozen times to keep process going since the company handling repair was completely incompetent. After about 5 months, when door finally arrived at my house, it took several calls to get them to come and install it since they kept insisting I did not have the door!! I will purchase future appliances from elsewhere.

At the store, we discovered that another model was being substituted for this promotion. We learned this only after reading a notice posted on a similar-looking refrigerator. The substituted model had a lower price point (around $600, rather than $800) but was still being offered for $375. A closer look revealed, however, that the model number of the "substitute" floor model and the model number listed on the notice that was posted on that floor model didn't match. We should have walked out at that point, but we didn't. Because there were so few sales reps available (on a weekend?), customers had to eavesdrop on conversations between other customers and the sales reps who were helping them in order to educate themselves on features, offers, and benefits. In the end, we ordered a GE refrigerator that qualified for the rebate from a catalog. When I asked about returning it if we were unhappy (and since we were buying it sight-unseen), the sales rep said we'd have three days to do so after receiving it. When the refrigerator was delivered 10 days later, it was cheaply made and dented on two sides. I asked for a discount because of the denting, which the delivery person quickly arranged over the phone with Pacific Sales. It was a generous discount ($120), and the delivery person said we had 30 days to return it. So we took delivery, and the delivery service took our old refrigerator for recycling. (We had wanted to keep the old one in case we were unhappy with the new one but were told that they had to take it for rebate purposes. The rebate process itself is rather confusing.) About an hour after having the new one, we wanted our old one back. Oddly, no one at Pacific Sales was available to answer our calls. In fact, our calls were ignored until late in the afternoon when we were told that our old refrigerator was now in Whittier, and we could come pick it up if we wanted to. When we inquired about returning our new refrigerator, Pacific Sales said it would only take it as credit on a more expensive model. I wish I'd done even a little prior research on Pacific Sales. A quick Google search later revealed numerous complaints filed with consumeraffairs.org, not to mention an F rating from a fellow Angie's List member.

Horrible experience! Salesman led us to buy the wrong size product even though we gave him our cutout measurements. Another salesman would just not shut up when we asked for a refund making it seem like it was our fault. When we called two weeks later to find out what had happened with our refund, the girl on the phone was extremely rude saying that "THE CHECK WENT OUT ON THE 19TH! What more do you want us to do?" Then she blamed the delay on the holiday season and the post office (which have nothing to do with taking two weeks to even place the check in the mail.) When we asked if we could call her in a day if the check still hadn't arrived, she rudely replied "Well, I'll only give you the same answer!" We have never had a more horrible experience buying appliances and needless to say, we will never buy from Pacific Sales again and we will let all of our friends know how bad they were. All of this could have been avoided if Pacific Sales had just acknowledged their errors.