I rarely leave negative reviews, but our experience with Pacific Sales Kitchen & Home after…read morepurchasing a brand-new 48-inch GE Monogram built-in refrigerator has been incredibly frustrating.
The actual purchase experience was fine. Everything after they had our money was not.
We scheduled delivery at the time of purchase and, within 24 hours, received a text saying it had been canceled and that we needed to call to reschedule. We were told they had misjudged inventory and delivery would need to be pushed back 4-5 days.
About a week later, they called again and said they had discovered they actually did have one in stock and could deliver sooner. At that point, it was already clear that their inventory and scheduling systems were not well coordinated.
When we rescheduled, I carefully reviewed the details of our home with them, including three steps and a slight slope. I was specifically told that because of the size of the refrigerator, they would send three to four people for the delivery.
The day before delivery, I was supposed to receive my four-hour delivery window. By 5:30 p.m., I still had not heard anything, so I had to call Pacific Sales myself before they closed to learn that my window would be 11:30 a.m. to 3:30 p.m.
Then, on delivery day, I received a call around 10:20 a.m. saying the crew would arrive in 30-40 minutes, well before the scheduled window. I changed my plans and turned around to get home. An hour later, no one had arrived. When I called the driver, he asked me for my address and we discovered he had been sent to the wrong location.
Eventually, the crew arrived. The driver came inside, looked at the route to the kitchen, and immediately said that because of the size of the refrigerator and the slope, they needed three to four people and could not complete the delivery with only two.
The most frustrating part? He looked at the work order and confirmed that it actually said THREE TO FOUR PEOPLE WERE REQUIRED.
So Pacific Sales had the information. They simply sent the wrong size crew.
Meanwhile, we had done everything they asked us to do to prepare. We cleared out our refrigerator, avoided grocery shopping, rearranged our schedule, and made sure the house was ready. They provide customers with an extensive checklist to make sure we are prepared for delivery, but apparently there is not an equally effective checklist on their side to make sure the delivery can actually happen.
After the crew left, I received a call from a call center telling me that the refrigerator could not be delivered, which I obviously already knew. Unfortunately, the representative was not empowered to actually solve the problem or even reschedule the delivery. I was told I now have to wait 1-2 days for an email containing a link to reschedule, and that another delivery could potentially take several more days after that.
I also tried using their online chat to reach a live agent and was told I was being connected to one, only to continue interacting with what appeared to be an automated bot.
None of the individual employees I interacted with were rude. In fact, the delivery driver was perfectly nice and seemed equally frustrated by the situation. This appears to be a systems, communication, and operational problem.
But as the customer, that distinction doesn't make the experience any less awful.
When someone spends a significant amount of money on a premium appliance (almost $13,000), the service after the sale should match the product being sold. Pacific Sales has made purchasing the refrigerator easy and actually receiving it extraordinarily difficult.
Buyer beware. Based on our experience, I would not recommend Pacific Sales Kitchen & Home. Their post-purchase customer service and delivery coordination have been extremely disappointing.
