Pacific Sales Kitchen, Bath & Electronics - San Rafael, California

Linda Greig

I wish I had read and heeded these reviews before I purchased by Wolf Range here.
I told the delivery people to schedule a SMALL truck because we have a narrow, steep driveway. The day of delivery, they show up with a large box truck which cannot get up our driveway. So we had to reschedule delivery to when they could come with a pickup.
A week later- they show up with the SAME truck. It cannot get up our driveway.
Coincidentally, we have a pickup truck but the delivery guys would NOT put the range in our truck. If they did that, they would NOT install it, they said it was against Pacific Sales liability policy.
Repeated calls to customer service and speaking to 2 levels of managers didn't change their indifferent, unhelpful attitude. Even if we (our contractor was here) pushed it up the driveway in a hand truck, they wouldn't install it. The best they could do is reschedule it again for next week!
This is a high-end appliance store run by MORONS. And btw, Sears delivered a huge refrigerator here with no problem.

John Madariaga

My old dryer had a lint fire and all my clean clothes smelled of a smoker's house. Called and spoke with Louis, told him my plight and that I wished to take a new dryer home that day. He offered details of what floor models they had available and gave me the model number to read up on it myself online before heading in. I decided to inquire of a washer and dryer combo, they had multiple options and he recommended the Whirlpool over the Samsung due to a lack of Samsung service techs in the area. Mustafa, the manager gave me a great deal for the floor model set and they loaded it in my truck for me to take. Within 3 hours of my first call I had my new washer and dryer running the first load. Thank you for the good customer service and promptness. I will return for my fridge and stove.

michael manfredi

AWFUL!!!! We ordered a whole house worth of appliances for our new cottage, well in advance of the delivery date. When we found out that our brand new (expensive) washing machine was broken they told us we only had 15 days from when it was delivered, to return it and we'd have to deal with the manufacturer which was a joke. We finally had to call on a local company to help us fix our BRAND NEW MACHINE and pay for it. We've done so much business with Pacific Sales it's a great disappointment that they can't figure out how to help a long time, good customer - which they have now lost

Steve C

Summary:

Stay away from them at ALL COSTS.

Detail:

We bought an $11,000 Sub Zero refrigerator. The first installer came out and took out our old refrigerator, stated that the electrical and plumbing needed to be moved and refused to install the new one and left. He also left the giant Sub Zero refrigerator in our entryway to our house making life even more difficult. After looking at the install manual, he was wrong but we did spend $ and time to move the outlet 1 inch and the plumbing issue by removing a turncock that was redundant anyway under our sink just so the 2nd installer wouldn't refuse to install. Took several days to get the next proposed install date which you get at 7pm the night before with an 8 hour window - many times impossible to manage. Had to reschedule again. Another several days wait. The next installer came and told us he was there to install a water line not the Sub Zero. Dispatcher called him and forced him to leave the job. We complained and they didn't care - their error, our problem. Now, they are going to come back in several more days.

Never seen anything like it - worst customer service experience ESPECIALLY when buying a high end object/service.

NEVER will buy anything from them or Best Buy again. The worst.

Staci James

I bought a brand new stove and range and they had the audacity to deliver a repackaged unit covered in dust and scratches. This is unbelievable. I'm pretty sure it's illegal to deliver a used stove when I bought a new one.
I switched from an electric range to a gas one. I had my plug swapped out by an electrician and a gas line run in by my plumber in preparation to receive this stove.
So I am now unable to use my electric stove since my plug is swapped out. When I called the manager (Mustafa) to see what they were going to do to remedy this situation, the first thing out of his mouth was 'well you could have accepted delivery while we find another one.'
No apology. Nothing. Nevermind the legal ramifications of accepting delivery on a used stove. He acted like this happens all the time. His solution was to leave me with no oven or stove for 10-15 days. This is unacceptable.
Luckily I have found the same stove over at Monark in San Rafael (for LESS money) with delivery this week (you can also find at Home Depot or Amazon).
Even getting a refund from these buffoons is a process. Their system shows the stove as 'delivered' even though I refused delivery. So they are taking days to even refund my money. I honestly can't believe these guys can stay in business acting like this.
A note to their corporate office a week ago has gone unacknowledged.
It is going on DAY FIVE and they still won't process my refund because they can't seem to communicate with their warehouse, who apparently can't locate the stove either. I'm now filing a complaint with the Better Business Bureau.

Sunshine Hearn

Sue was my salesperson, she did a wonderful job we actually completed the sale over the phone. I am very satisfied with the refrigerator and the customer service. Please note they are affiliated with Best Buy.

Chris Watson (Deefburger)

Best appliance place in Marin. Just be sure to order for in store pickup and proffessional install or you get Geek Squad.

Novato Resident

I really really wish I had read these reviews as well as the ones on Yelp before I went to Pacific Sales in San Rafael but unfortunately I did not.. Live and learn I guess.. The only reason I am giving them 2 stars is because the sales people were nice and that is the only reason they are getting 2 stars from me...

I bought a washer and dryer from Pacific Sales just before the holidays.. It got delivered and installed with no issues.. I went back the following week and spent $7000.00 on all new kitchen appliances.. I set up a delivery date for a couple days later.. A couple days later my new appliances showed up on time but with no installers.. Pacific Sales was closed at the time so I had no one at the store to call to ask why no installers showed up.. After a couple of calls to customer services I ended up sending everything back.. When the store opened, I called the sales person to ask why an installer was not sent.. They told me that they had "dropped the ball" on the install schedule and asked me for another day that would work for me.. Long story short, two weeks and 5 separate install dates later Pacific Sales still could not get it right.. I missed 2 full days of work due to them not being able to have my appliances delivered and installed on the same day.. They even got my billing address wrong and sent my bill for the washer and dryer as well as my $15.000.00 credit card to the wrong address..

To their credit, the manager and sales people were very nice and apologetic about the whole thing but that can only go so far in helping with the situation.. $7000.00 was a lot for someone like me to spend and not be able to have a delivery and install day and time that works for me..

On the last day the manager asked that I give him two hours to make everything right and I reluctantly agreed.. 6 hours later I had not heard anything from anyone about my purchase.. I ended up canceling the $7000.00 order and will not be returning to Pacific Sales again.. I am planning on paying off my washer and dryer and then canceling my credit account with Pacific Sales as soon as I can..

Pacific Sales in San Rafael needs a lot of help with their quality control department (if they even have one)..

Very Displeased Novato Resident