Pacific Kitchen and Home

The buying experience itself was very good - the sales guy was very helpful. We really like the new refrigerator. They are probably worth considering if you are buying something you will install yourself.nnBut the installation process was a nightmare. Despite multiple checks and assurances that they would send a big enough team to remove the old refrigerator, they did not. (They were late too, with no apology). Rescheduling was a pain. Once rescheduled, I checked THREE TIMES to make sure they'd send a big enough team the second time. They didn't.nnThey brought in a huge dolly with rubber wheels to remove the old refrigerator. It turns out they didn't use it. They DRAGGED a huge (built-in) refrigerator 40 feet across our hardwood floors. They did use a nylon pad, so the scratches weren't deep, but of course there were scratches.nnIt took 3 weeks of talking to 8 people at 3 different companies before I finally got to a claims rep. I explained what happened, and sent before and after pictures (with timestamps) of the floor. It took them over a month to look at the pictures and tell us there's no proof that their team made the scratches, so they are not liable.nnThe main problem here is that you have Pacific selling inside Best Buy, and contracting out to Sedgwick for insurance, and hiring separate contractors to do the install with another insurance company (FSA Logistix). They don't talk to each other well, don't move fast, and aren't interested in customer service.nnI contacted three local appliance shops; all three had the same prices (if you include the accessories Pacific makes you include), and use their own local employees to do installations. All further appliances will be purchased at an appliance shop.

Perhaps the worst customer service we have ever experienced. We were told the installation people we going to arrive at Noon to 3 PM. My wife stayed home from work so she would be there when they arrived. By 5:00 PM not only had nobody arrived, but no phone call. We finally get a call from the dispatcher saying they would arrive by 5:30. They finally appeared at 5:50 PM. After removing our old washer they come back in with the new dishwasher. Only it is the wrong model and even the wrong brand! He then promised to return the next day at 3:30 PM. At 6:00 PM the next day nobody showed and no calls. We finally called the dispatcher who said he would call me right back. 30 minutes later we finally got a call saying they would arrive in 10 minutes,. 25 minutes later they finally arrived. Will never buy from Home Depot again and I will share this story with our friends.

Avoid appliance install at all cost. Six appts (one no show) later and they still were unable to complete the work. Random crews were used and they were either inexperienced or unprofessional.nnNever showed up on time, if at all and when they did show up the work was not completed.nnCommunication was terrible and there was no follow through.