Premium Home SourceReviews of premiumhomesource.com

I thought I would update my kitchen and appliances this year and thought I found a good deal online through PREMIUM HOME SOURCE. The price seemed great but when the appliances arrived it was clear that the quality in the THOR product wasn’t high end!! We had a few parts that were poorly manufactured so I called PREMIUM HOME SOURCE to order a new part. This took two weeks, several phone calls and emails back and forth until a package finally arrived. When I opened the package I noticed they had sent me a completely different part from what I had requested. Today I called PREMIUM HOME SOURCE and spoke to EMILY who had an attitude and didn’t care about my issue and wanted me to start the request process all over again which was very unhelpful considering the time and effort it took to get a package send out. I was not happy with the service that EMILY had provided so I tried starting an online chat with JOHNA who seemed to have the same attitude and was equally unhelpful. (If only I could attach and image of the chat) Finally I rang back and spoke to a manager (whose name I cannot recall) and the MANAGER was just as arrogant and rude. I’m not sure if this is part of their training but the customer service is very unsatisfactory. I would not recommend using this company to purchase a THOR product!! I will not be doing business with them again. (Conclusion) The price is pretty good if you catch the sale but the THOR product isn’t very high end and the customer service at PREMIUM HOME SOURCE is terrible. I spent 10k on my appliances and for the above reasons I give PREMIUM HOME SOURCE 1*

Just a middleman to buy high end appliances. We had some issues with shipments and Premium Home Source made it very difficult to deal with. Staff on the phone was in friendly and unwilling to help. No support over weekends, lack of follow up, and emails sometimes just do t get a response. We had so many issues we ended up calling ZLINE which is the brand of appliances we purchased which was phenomenal. Zline customer service is top notch unlike the seller Premium Home Source. FYI: Premier Home Source is also very quick to flag your review on trust pilot multiple times to get their negative reviews of the website. You have been warned! Their pricing might be good but if you have issues prepare to have a mixed experience.

Updated review: Premium Home Source responded as below. Here is my response to their response. As I stated in my initial review, I know I was outside the 30 day return window. They begin their response by restating what I have taken full accountability for. However they still refuse to recognize why my opening of the product was delayed and reasonable as related to staffing and supply chain issues because of Covid. If I had the means to immediately unbox and look over a refrigerator upon receipt, I would have. I always knew about their 30 day window. Their multiple emails and notifications about a 30 day return window have nothing to do with my case as I asked for special consideration which they refused. It’s also interesting Premium Home Source mentioned their interaction with the manufacturer. The manufacturer has been more than willing to help me and work with me to replace parts on the damaged refrigerator. Manufacturers tend to stand by their products and this specific manufacturer is helping me and not “rejecting the claim” in any way, shape, or form. While on the topic of the manufacturer, the manufacturer actually brought to my attention that Premium Home Source did not even send me the correct product! The serial number on the product I received does not match the product I ordered. And the product I received retails for about $100 less than what I ordered and paid for. I do not know what is going on at Premium Home Source but I imagine their quality control department and their customer service department could both benefit from an ounce of integrity. I don’t want a refund. I don’t even want the fridge replaced. I’m not trying to dupe anyone. I don’t even care at this point they sent me the wrong fridge. I just want an undented fridge door. Initial Review: I understand Premium Home Sources rigid return policy and why it is in place. However I can’t believe they have zero movement on this policy on a case by case basis. I ordered a beverage fridge fridge ($1400) and a range ($4900) plus warranties on both items ($480 total). The fridge arrived in terrible shape. Dented etc like it fell off a truck. Because I opened the product and it was past 30 days, I can’t return or exchange it. Premium Home Source will only accept exchanges or returns within 30 days and if the product is unopened in the original packaging. I will say I was outside the 30 day window because of supply chain issues. I ordered before I was ready to install because I was worried about delivery times. That’s on me. But how was I supposed to know the fridge was damaged before I opened it. Luckily the range is fine. But needless to say as a customer who spent $5700 at this store, I am disappointed how rigid they are. I felt my request for an exchange was reasonable. But they won’t budge. Hopefully the manufacturer will help me out.

I ordered a Zline crown for my range hood in hopes it would work. It was the wrong one. On the order page they indicate returns are accepted. It's written twice on all crown molding items (30 day return policy, 30 day returns). I sent an email to get help with a return or exchange, it was totally ignored. I followed up with a phone call; I was told they never received my email i have proof I sent it. Then I was told this item was NOT returnable, that I needed to scroll to the bottom of their home page and look under policies, and read their return policy. If an item is not returnable this should be indicated on the page where you click to buy the item. Lesson learned and I will take my business elsewhere.