K.H. J.
Terrible exchange and return policies
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.
Response from Premium Home SourceMar 22, 2022
Hi K.H., we appreciate your feedback and I have spoken extensively with the Customer Experience team and the manufacturer directly about your case. The item was delivered on September 14, 2021 and we received an email about this matter on February 23, 2022. This equates to roughly 160 days or 5 months. We do have a 30-day return policy on uninstalled/unused items. To avoid these situations, our team sends multiple emails to customers on procedures of receiving items, checking for damages and reporting any damages. In the rare case that an item is damaged, we work closely with the Manufacturer and grant extensions of up to 60 days to return or exchange items. In your case, the PHS Customer Experience team worked directly with the Manufacturer. We determined that 160 days was beyond a reasonable time period to report a damage. Due to the extended time between Delivery Date and Reporting Date, the Manufacturer and our Company had no choice but to reject the claim. We are very happy to work with you and offer compensation on another fridge purchase if you choose to Shop with Premium Home Source in the future.