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Pacific Sales / HORRIBLE CUSTOMER SERVICE

1 Irvine, CA, United States Review updated:
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We are remodeling our house and made a significant purchase >20k of sink/shower fixtures and two vanities. We were told at the time of order that it would be 4 weeks. Anticipating worst case scenario we scheduled the installation at 6 weeks out. Come installation, we discovered one sink was ordered incorrectly- and had to be re-ordered - another 7 days. That mistake is now two weeks late. The vessel sink is apparently "untraceable" but en route from China, Texas or any number of locations, depending on who we talk to. The other vanity- which was ordered directly from floor model- apparently "changed design" and went from two components to three components. Well, our trusty salesperson ordered two components. Sure, human errors occur. In fact they reminded us of this several times-- as if this was our issue. But for the record, we identified the missed a component- not them in their "detailed" research of the matter. Joe decided to take control and call the manufacturer and assured us he'd rush in the third component if he had to fly it in himself. Not only did they make mistakes (we give latitude to some human element), they repeatedly did not return phone calls and in some cases, outright lied- indicating it was in the Whittier store, was arriving on "Tuesday" was confirmed to be en route to arrive "any day" and now today, was confirmed to be shipping this Friday. We move in a week!!! They are four weeks late. So basically, Pacific Sales is happy to take our money... but not so happy to follow through on the order. Thomas has an attention to detail issue and Joe has an attention to the truth issue. Not only was he exceedingly condescending and argumentative - he repeatedly lied to us about the research he did, and the status of the order. So if Pacific Sales chooses to hire people that lack integrity, follow through and attention to detail - maybe that's how they keep their prices so low (as Joe self-described their prices - we don't concur)... their quality of associate is severely lacking. Additionally, their inability to inaccurately track status, seems to indicate a deficient computer system. We are writing to the President of the company to make him aware and we will never provide them with our business again and they can rest assured we will be sharing our experiences with anyone who will listen- friends, colleagues, contractors, etc. Sure the products are good (if you can get them)-- but is it really worth the headaches and the expense of bringing our contractor out 3 times, based on their "status" update. We think not. Consider yourself forewarned if you choose to put your remodel in their hands. Very disappointing.

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Comments

  • As
      1st of Dec, 2010
    0 Votes

    We are having the same type of problems with the Woodland Hills store - we paid over $3000 for an oven and dishwasher - neither of these units work and the dishwasher destroyed our kitchen floor. We even made a video of the dishwasher leaking and they won't accept that as proof - they say they will not accept any responsibility unless their technician can personally verify the problem - but the technician they sent didn't even examine the unit!! He just walked in, sat on a chair in front of the unit for a few minutes, didn't run the dishwasher more than 90 seconds, was extremely rude to us, an said there was no leak that he could see, so it was our problem and he left - it was painfully obvious this technician had NO integrity and his only job was to "certify" that Pacific Sales had no liability. It's time that some or all of us got together and filed a class action lawsuit against them. We should also collectively ask the authorities to investigate their fraudulent and unfair business practices - they should not be allowed to prey on the public like this!!! I will say they have a pretty showroom, so go ahead and take a look, BUT DO NOT MAKE THE SAME MISERABLE MISTAKE WE DID - DO NOT BUY ANYTHING FROM THEM!!!

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