Premium Home SourceReviews of premiumhomesource.com

Purchased product over 3 weeks ago, it said 3-5 days still have not received the product and communication has been difficult I’m getting emails to review product yet I still don’t have it 🤷🏻‍♂️ likely will need to dispute with credit card. Also note it’s strange you can only leave a review on there site which they screen prior to posting thus all the reviews are great but I’m not sure this is a true representation of the company. Maybe it is and my purchased just got dropped which can happen anywhere but wondering now that it’s not allowing me to post a review on google…

We placed an order for a Thor refrigerator, microwave and dishwasher on July 8th. The items arrived late and on two separate shipments. Upon arrival, the microwave was severely damaged. There were dents all over the front and bent metal on the back and the microwave door was completely misaligned. It was clearly dropped and mishandled at some point prior to its delivery. Next, we opened the refrigerator and it had a massive dent on the front right door, clearly visible. The refrigerator also had deep scratches on the front and both sides. We took photos and immediately called and emailed customer service about a return or replacement and have been given the run around for over a month now. Every time we follow up we get the same response “we will reach out to the manufacturer and get back to you with an update.” Extremely frustrating and a waste of time. We have not been able to move into our home for over a month due to these delays and we still do not have a clear update as of today. Highly advise against ordering from this company. We spent thousands of dollars and cannot even get a clear answer. At this point, we just want a full refund or replacement appliances that are not damaged and still have no clear response from Premium Home Source.

I purchased a Forno Espresso Milano set from Premiumhomesource. The shipping was stated and calculated as free. My receipt shows free shipping. I was contacted by the company stating that I need to pay $1,000.00 in shipping expenses to receive my item. I have contacted the BBB, left a 1-star review (a negative 3-star wasn't possible). Buyer beware! I suggest not wasting your time.

Zero actual stars. They refused to pick up the damaged range, then refused to refund my cost when it was stollen waiting for them to pick it up. Not once was i talking to someone in the States as they just kept refusing to pick up the damaged range until delivery of the new range. I had no ability to carry the range up 3 flights of stairs with broken glass just to carry it down again for return. The delivery drivers also refuse to climb stairs- leave it on curb (i have no driveway). This company taught me an expensive lesson. Do NOT deal with online companies. Walk into Home Depot, Lowes, Best Buy etc. Premium Home Source takes zero responsibility. After months of emails and communication with banks and better business bureau my 1600 dollars was never returned. I paid 1600 dollars and have nothing to show for it other than a damaged glass top stove that was stollen from my front yard after many weeks of refusal by PHS to pick it up.

So far working with them has been a pain. Prices are nice, but they have no communication between them and their delivery contractors. My ice maker was left next to the road at the front of my property, no heads up, no confirming delivery, nothing. Then I was told that the rest of the appliances would be delivered and installed. Again without any information or confirmation I received a call telling me the appliances will be delivered within 2 hours, and no they will not be installing them. Very poor communication. We will see how the appliances look when they get here, praying they are not damaged.

I purchased a bundle from Permium Home Source that included Zline Autograph range top, microwave, and oven — all 2024 models. I even bought the extended warranty for extra peace of mind. Unfortunately, the experience has been anything but reassuring. The microwave stopped working in less than a week. While they did agree to replace it, it took them three months to send me not one, but three incorrect units — all in the wrong color and model. Despite my repeated efforts to resolve the issue, they kept sending me an older 2021 model that was the wrong color. What’s worse is that their own website continued to advertise the correct 2024 model in the right color — the very one I originally bought. Yet after months of frustrating back-and-forth communication, they claimed they didn’t have it in stock anymore. If that’s true, why is it still being advertised as available? Their customer service was completely unhelpful and gave me the runaround for months. They either couldn’t or wouldn’t take responsibility for fixing the issue properly. In the end, I still don’t have what I paid for, and I regret ever choosing ZLINE and Premium Home Source. Bottom line: I would not recommend buying from PHS. Save yourself the hassle and buy from a more reputable dealer who actually delivers on their promises. Here is an update 2.5 Months later: After posting my original review here, I was finally contacted by Premium Home Source. Interestingly, they had the microwave in stock the entire time, but only took action after my negative reviews went up. I did receive the correct item in the right color, and they also sent a complimentary set of pots and pans. While I appreciate that the issue was eventually resolved, it's disappointing that they ONLY took care of the issue because of multiple negative reviews. Prior to that, I was told the item wasn’t available. Another important concern: my original, honest review was removed from their site — which raises questions about transparency and the reviews you read on their site. This experience shows just how powerful reviews can be. While I received my item in the end, I’m not sure I would shop with them again.

They have extremely poor customer service and communication. After the order, the only thing you receive is the robot order confirmation. Then it is radio silence for weeks. I finally asked them to cancel the order, but instead of doing that they hurried to get it out the door and ship it even though I told them not to several times. I told them that the shipment would be refused. They ignored that sent everything and when it was refused, they decided that they should charge me 35% "restocking fee" that was never disclosed previously. They are liars and thieves, so beware if you decide to do business with them. It's all very dishonest.

They promise anything, including 30 day returns. Once the order is placed no change, help, whatever is possible "and have a nice day". My first order went fine because the Mr. Cool DIY almost installs itself. Smartphone link doesn't work, but Apple is likely the problem. My second order (larger 2 zone) I ordered the wrong air handler. Even before it shipped I tried to change, so they expedited shipment and then said no change allowed. I had offered to pay a restocking fee and freight. 15% then 35% then it became pay the freight back, 35% on the entire order. Then the return policy added a clause not allowing return for "Buyer Remorse". While the shipment was still in transit they wanted pictures. If when it arrives I accept it and open any package it is no longer in original packaging, and ineligible for return. The real reason for no return, no exchange is they aren't a real company. It is just a Shopify website. Everything is drop shipped. They have no site to receive a return and likely have never seen what they are taking orders for. It is cheaper for me to return the air-handler to my nearest landfill and buy a replacement from a reputable dealer. One that has actually seen a Mini-Split.