October 12, 2020
To Whom It May Concern:
I am writing this letter to inform your offices of the worst experience I've ever had at one of your locations. On October 4th, I was in your Carteret, NJ store and was in there to purchase a deep freezer. While waiting for a salesperson, I wandered around your showroom and upon impulse, decided to purchase a TV. The salesperson (Scott) showed us a 75" LG floor model (75UN8570PUC) and gave us a wonderful price because it was allegedly only missing the legs and a remote. Scott also suggested I purchase the 2-year warranty since it was a display model. While in your showroom, everything appeared to be in working order. Once the price/purchase was decided, I allowed Scott to re-open my PC Richard account (which I haven't used in years).
After purchasing the deep freezer and TV, Scott informed me that they didn't have the original box that the TV came in. He said they would wrap it in bubble wrap and it would be fine. The stock person helped bring the TV to my truck and needed help in loading it. I don't know what happened from the showroom floor to the stockroom, but when I got the TV home and plugged it in, there appeared to be an internal hairline fracture running across the screen. Since the TV was purchased on a Sunday, I contacted the Carteret, NJ location the following business day to complain.
I asked for Scott and explained the situation. He then put his manager (Joe Rossi) on the phone. Again, nothing was resolved and the manager was rather nasty. I then decided the best course of action was to physically return the TV to explain to them about the internal damage. They continually kept saying that there was nothing they could do since the TV was physically damaged, which it wasn't. Then I requested to speak to yet another manager (Mike Garrison). This was truly the worst customer experience ever. Not only did they accuse me of damaging a TV that I had in my possession for less than 24-hours, they were basically rude and put me out of the store.
Needless to say, the TV remains at that location and since they wouldn't offer to replace the damaged TV which I was sold, I want a refund. I am not paying $800 for damaged merchandise that has a useless warranty and the sales staff was extremely disrespectful.
I've also contacted the BBB to formally complain. I will contact any/all persons associated with PC Richards until the situation is rectified.
727 Pennsylvania Ave. #504
Elizabeth, NJ 07201