Reply from Richersounds
[REPLY]
- Reviews (67)
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- Global Poet
- 1 Review
Excellent Sales and Service - Richer Sounds Watford 17/05/13
In an age of virtual non existent customer service, Richer Sounds Watford shine with a golden glow reserved only for a fabulous rainbows end. Unashamedly male and not possessing intense aesthetic qualities when it comes to matching colours, my desire to produce a rich cinematic sound emanating from my TV overtook any other form of sensory perception and I purchased a white set of speakers to match my black Panasonic Flat Screen (Well, they were 70 pounds cheaper than the black ones!).
Acoustic heaven soon turned to sarcastic hell when my wife asked why we had a zebra crossing installed in the room.! Hmmm, perhaps on reflection the extra 70 pounds would have saved me from the imminent guillotine. So, to save having to wear my new speakers as a fashion accessory I took them back to Watford (I'd already been back once and given a free cable) . Expecting the worse I was pleasantly surprised when Anca (the store manager) completely understood (my wife was exhaling hot smoke in my ears at the time) and replaced the speakers for the black set and was happy to do so. My first experience of Richer Sounds and definitely not my last. Excellent staff, excellent prices, excellent products and excellent afters sales. Thanks richer Sounds for restoring my faith in the British retail Industry.
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- Kath Beeching
- 3 Reviews
FANTASIC CUSTOMER SERVICE
We purchased a LG 47 inch 3D TV from Richer Sounds After shopping around and we decided that we purchase the TV and a 3D blu ray player as we saved well over £100 plus the TV came with a free 5 year warranty . All the sales team at the Nottingham store was polite very helpful and not pushy like a large electrical retail company.
I recommend before you buy a new TV / HIFI take a look at Richer Sounds there customer service fantastic.
We have purchased other items from this store and we have all ways been happy.
I can see why they came top in retail customer service
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- Steven Fairley
- 1 Review
Richer Sounds is the Mohammad Ali of AV suppliers, the greatest of all time!
New AV receiver ordered with free 7 day delivery on Saturday the 6th, it arrived on the 8th. There was unfortunately a very, minor ding on the unit that may well have happened in transit or at point of assembly. I got in touch on the 10th about it, fully prepared to keep it anyway as it wasn't affecting function and it was out of sight. I was mainly wanting to confirm if it would affect the 5 years cover. The friendly staff member insisted on replacing it and would send out a replacement ASAP. It's arriving this afternoon at lunchtime on the 11th.
Very, very impressive service!
Great prices! Especially when adding 5 years cover.
Rapid delivery!
Very friendly and professional staff!
The small ding in the unit was a slight downer but I've worked in a home appliance firm for 10 years and am more than aware how items can arrive, perfectly packed, with no obvious signs of damage and once they get opened you see something. The only way to know for sure is to unbox every single item and check it, which just isn't practical. The gent on the phone was very apologetic about the minor damage and even then I'd said I know these thing happen and its no problem he still insisted that wasn't the point and it shouldn't happen. These guys hold themselves to a very high standard and clearly take great pride in the quality and level of service they provide and products they supply.
If I had to rate them out of 10, I'd turn it up to 11!
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- Terry Willis
- Martock, GB
- 4 Reviews
Perfect
Purchased Panasonic SCBTT290 online from Richer Sounds as they were the cheapest for this item as I wanted it in new condition. Could have got it cheaper 'ex demo' but the details you get from the sellers are ambiguous. Easy to use website and once item was purchased I was kept up-to-date on progress with emails. Completely satisfied and would recommend.
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- Dave Goddard
- London, GB
- 2 Reviews
Fantastic service, as always
I've been shopping with Richers since I was a teenager and must have spent thousands in their shops. The service and prices have always been fantastic, which is why I keep going back. My TV went faulty last week so I phoned the shop to get it fixed. The guy went through a few things with me on the phone and actually helped me to get my TV working again without me needing an engineer! Turns out I had a faulty cable, AND they swapped it for me free of charge when I went in to buy another!! Can't thank them enough for their help.
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- Darren Henry
- 1 Review
London Bridge Store terrible customer service
Given the amount of negative reviews about this store on this site you'd think RS would do something about it. I went in there last year to buy an amp. The store was empty at the time and they never acknowledged me, seemed disinterested and were just millling about. I then had a look around the shop to see if they had the amp on display (they didn't) so I asked the deputy manager behind the counter if they had it in stock. She didn't even look it up just said no sorry, I wasn't even offered an alternative. This is in complete contrast to two other stores I had been in a few years ago (Leeds and Newcastle) where staff were attentive, friendly and wanted the sale.
Not really what you'd expect from the FLAGSHIP store
Reply from
I was most concerned to read of your poor experience at our London Bridge store.
I can confirm that, since your visit of last year, we have had a change of team in-store and the colleague who served you is no longer with Richer Sounds.
Of course it was genuinely concerning to read your comments and I am only too sorry that the service on that occasion didn't meet the standard that we expect.
Indeed, our customer service is paramount to us, and we do take all customer feedback on-board with a view to improving our overall level of service. However, I do feel that I should point out that we serve thousands of customers each and every week and the vast majority are happy with our service.
Meanwhile, please accept my apologies for the obvious inconvenience. Please do not hesitate to contact me direct if I can be of any further help. My e-mail address is john.p.clayton@richersounds.com.
Many thanks,
John Clayton
Operations Director
Richer Sounds
- Stephen
- 6 Reviews
Not bad ... but not as good as usual (Birmingham store)
The sales guy had just come off a particularly 'annoying' telephone call at the time of our visit and his mind seemed to be elsewhere. His explanations of 1080i versus 1080p left a lot to be desired, as did the benefits of LCD versus LED versus plasma.
Also, too many of the TV's weren't on, and many from the on-line presence and brochure ads weren't present on the shop-floor.
As always, relatively price competitive, so long as you don't mind buying stock which is not the latest release from any given manufacturer ... which I don't.
Usually superb; this time, not so. Everyone has an off-day!
Reply from
Thank you for your review, although I was sorry to read your comments about your recent visit to our Birmingham store.
Our customer service is our top priority, therefore, so I can take your feedback up with the manager and his team at the branch please would you let me know when you visited our store?
The vast majority of our stock is the latest models from the current ranges of the big manufacturers, although of course we do still have a great range of end-of-line clearance models that are cheaper than ever.
In the meantime, if you would like any technical or sales advice then please feel free to e-mail me with your contact details and I will have one of my technical advisors get in touch.
Many thanks,
John Clayton
Operations Director
Richer Sounds
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- Francesca Fong
- 4 Reviews
- Brian Durrant
- 3 Reviews
great prices
Although I did a 60 mile round trip to their Tunbridge Wells shop it was well worth it as I saved £60 on the TV I brought as compared to here in Eastbourne . The staff were very helpful as they held the TV until I could get there several days later. Have also used the online service which was also excellent. They kept me informed of my parcels progress by email and text
- RD5
- 3 Reviews
The place for best value
This is the firm to go to if you want the best value in TV and home cinema. While they may not necessarily have the very latest models, or stock all the brands, they do have an excellent range at very good prices. What sets them apart from the rest, however, is the 5-year parts and labour warranty for just 10% of the purchase price. When you see the laughable prices some other firms want to charge for something like that, you'll realise what a good deal this is - peace of mind for a very reasonable price.
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- Steve Monroe
- London, GB
- 4 Reviews
Great stock and product range
Got an awesome Marantz amp at a pretty good cost, but took longer than I expected to arrive.
- Herman Dunk
- 3 Reviews
Avoid Richer Sounds London Bridge
Ignorant and patronising staff , wide boys .. they tried to sell a returned item as new to me. When I pointed out that the box had obviously been opened and that the return policy displayed on the counter clearly states that boxes must be unopened they got really aggressive and hostile just avoid staff seem to be more engaged in their own conversation than in serving a customer ..
- Ian Johnson
- 2 Reviews
Made to feel welcome and your custom is valued
Helpfull, friendly and knowledgable staff. Great prices.
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- Jane Boulanger
- Walton, GB
- 4 Reviews
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- Adrian Williams
- London, GB
- 3 Reviews
Trashy beginnings, resolved by a really good customer service.
Wanted a Panasonic Viera 24 ". Phoned up the London bridge shop who said that they could provide one within a week. They phoned me back a week later and said that a batch had come in. Went down and the guy who phoned me tried to pass off a second hand model as a new model. It wasn't even the right model. He wasted two hours of my time and didn't even have the courtesy to apologise. I complained and the manager phoned me up and said that he would send something in the post to compensate. This never arrived.
The Richer Sounds customer service looked into my issues and went to massive lengths to rectify. Thank you very much.
- L Bond
- 16 Reviews
A childhood favourite
I remember when they were a small shop in London Bridge when I was a teen, I used to get my dad to bring me home the catalogue as he walked past it every day on his way to work and we'd pore through it at school drooling over the equipment that was out of our reach. Since then I've ordered thousands of pounds worth of products from Richer and never had a problem, the staff are always knowledgeable and honest (I've had some very frank opinions from staff about the quality of some of the items), which is refreshing to say the least. Bizarrely, I've never bought anything on-line, I've always bought in store, and the only problem I've ever had is an item being out of stock.
- alan bostock
- 5 Reviews
First class company with good product knowledge
good service and excellent extended warrantry. Good range of products at competitive prices.
- Alistair
- Poole, GB
- 3 Reviews
Let me down last visit, sad as previously great
I have previously had good dealings with this company and really do admire the ethics and enthusiasm of the founder. What disapointed me for my last visit was that I was willing to spend money for some Minx speakers and an av receiver. I wanted a specific av receiver that was not in stock in the Bournemouth store, and although some were showing at other stores further away, the salesman said I would have to go there to pick it up, and recomended a more expensive alternative make.
To cut a long story short, After looking online and finding some, I called a different branch of RS who sent me the av receiver for a very small fee (under £7). Why did the salesman not tell me this could be done? I presume he wanted the sale of the larger av receiver. I now do not feel like I can trust the guys in the Bournemouth store, as I almost purchased from another store, or ebay. So as I was also buying another tv, this custom will now go elsewhere.
Minx speakers are great, unfortunately RS stopped accepting amex
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- Iain 'Mosh' Purdie
- Glasgow, GB
- 12 Reviews
Superb company
This is how all companies should be run. The most superb customer experience and support, knowledgeable staff, no hard sell, a sense of humour, great range of product and great prices.
- bazzw6
- 14 Reviews
- Stephen f Pritchard
- 25 Reviews
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- Vernon Alberts
- London, GB
- 5 Reviews
Best priced-retailer and good service
I recently bought a Plasma from their Watford branch and had helpful advice from two of their employees on the floor. They were knowledgeable and friendly both in person and over the phone, and even though they didn't have the model I wanted in stock, they agreed to order it and then reserved it for me a further two days so that I could go and pick it up over a weekend. I was called to confirm the order is ready for collection as well. Their prices are very reasonable - I couldn't find the specified model anywhere else for less. So they would definitely get my recommendation to others, and I would definitely use them again.
- Mike Larry
- London, GB
- 1 Review
Awful Service
I purchased a Samsung Smart 3D TV over one month ago, which was supposed to come with 4 3D glasses as part of the deal for £999. In fact the box I was told had 2 glasses only had one, which meant I was promised to be contacted as they would need to order the remaining 3 glasses. 2 weeks later I had to constantly chase Richer sounds, even though they had a received order for new glasses, no one bothered to contact me, though they took down my details and everything.
I ended going down to collect the glasses only to be told they only have the glasses paired, so they gave me one pair and they promised they will let me know as soon as the last single glass arrives in store. 1 month plus down the line, no contact or anything from Richer sounds staff in Kingston, I called and was told we have you remaining glasses in store, can you come and collect it. I said you have it but not bothered to contact me and you waited for me to call you and now you want me to come down and collect it. The staff member replied " we can post it to you, we have you address on the system, guess what 2 weeks later, I am still waiting for the final 3D glass. Even though Richer sounds states on their website you have 14-15 days to return any product if you're not happy with the service.
I am still waiting for the final glass to arrive, but never again would I walk into Richer Sounds again. One star is even making them look good, it is a disgusting
- jeanette
- 2 Reviews
Poor aftersales service
Will never recommend this company. Bought 32"TV in mid-january, it went dead in March. Engineers came and took it away, no attempt to resolve the problem first. Customer service while friendly enough not helpful. Need a £100 deposit for replacement (which I don't have being on small pension), also to pick it up myself and do all the re-connections that I have no idea about. Return estimate of TV 4 weeks +. Richersounds might sell cheaper but it's a case of once they've taken your money you're on your own if things go wrong. Far better to go to a small business who will not only try to repair at home but if it doesnt work they take it away and leave behind a small replacement so you don't go without and at no cost to the customer.
- Samuel de Thierry
- London, GB
- 1 Review
Knowledgable but underwhelming customer service
I 100% agree that they are very knowledgeable and offer competitive prices, however I have not yet been into a Richer Sounds store (and I have been into many numerous times) when I could describe the Customer Service as good - it is average at best. I am yet to see evidence that my custom is valued at Richer Sounds and until such a time I will continue to shop at John Lewis (who offer better warranties included in the price of products than Richer Sounds).
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- T G
- Gillingham Kent, GB
- 14 Reviews
Always good for Audio/Video equipment.
Often use website to research AV equipment and then gone instore to buy. Staff always friendly and well informed. Their 5 year refundable extended warranty can't be beaten.
- Andy McCombe
- Pendle, GB
- 11 Reviews
A well run company
Always bought my TV's from them and found them to be excellent. In the main, very knowledgeable staff, and when I did have a problem over a Blu Ray player, I had a personal letter from Julian Richer himself.
When does that happen today in other companies.
- Rich
- 7 Reviews
Very helpful
Richersounds are brilliant. They sell great products for great prices. I have shopped with them several times and have always found them helpful. They bend of backwards to help you but I have never felt pressured by them. Will continue to use them as long as thy don't change!
- Tony Dolce
- 12 Reviews
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- Mac
- Newcastle., GB
- 13 Reviews
fantastic service
Richer sounds by far had the cheapest model of tv that I wanted. I called ahead to reserve it, no problem. They offered to extend the reservation just in case I couldn't make it. In the store itself all of the staff were incredibly helpful and friendly, quick service and carried it to my car for me too. Really couldn't ask for more. Would not hesitate recommending or using again, truly excellent service.
- David Johnson
- 3 Reviews
Good deal
I investigated the kit i wanted on the internet and then searched for the best deal which turned out to be richer sounds.
So I got the best price (they did say they would match it if i found lower but i could not find lower!) and a quick delivery.
Can't ask for more.
- Mrs J Harcourt
- Leicester, GB
- 1 Review
Jenny Leicester
I have just purchased a tv and would like to say how helpful the member of staff was that served me. They answered all my questions and were very polite. They carried it out to my car and even refunded my £1 that it cost to park outside the shop.
Thankyou very much.
- Alison Ardwick
- London, GB
- 4 Reviews
You know what you're getting
My husband purchased a cinema surround system from these people and whilst there are certainly better systems out there, it is a great system for the price we bought it for. You always know what you're getting with these people and when you phone them you always get someone who knows what they are talking about.
- Brian
- London, GB
- 1 Review
8 years and no problems
Surprised at all the negative reviews on this site - I've shopped at Richer Sounds for about 8 years (London Bridge, London City & Bromley) & have always found the staff to be helpful & knowledgeable. Have just spent 3 days trying to find a tv on the internet without success, stopped off at the London Bridge branch yesterday where Peter took all of about 5-10 minutes to explain to me exactly which one I wanted. When I confessed that I was going to buy it at my local branch & not at the London Bridge one there was no change in his attitude & he continued to answer my questions in a friendly & informative manner. I never shop anywhere else & always recommend RS to my friends & colleagues.
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- steve
- birmingham, GB
- 16 Reviews
what happend to the moto cheap hifi
everything has gone up far to much. cheaper deals elsewhere now. they used to pride in been cheap
- Eric Armstrong
- Dorset, GB
- 1 Review
MOST HELPFUL STAFF..
Just like to say a big THANK-YOU to all the Staff at Boscombe-Bournemouth, especially Tom who was so Patient & Helpful over the phone - Guiding this numpty to set-up Wi-Fi connections for my New LG Smart TV - I'm now A very Happy Customer..
Best Regards
Eric Armstrong - Christchurch, Dorset.
- David Devron
- London, GB
- 1 Review
I expect better from a deputy manager
My complaint stems from my first experience of Richer Sounds and I can tell you I will not be spending my money there in the future anytime soon.
I arrived at the shop at about 4pm in the afternoon all the advisors were busy and the deputy manager a Jenine I think her name was , was milling about behind the counter doing absolutely nothing , it looked like she was trying to portray she was supervising as she was standing there watching over her staff .
I was waiting patiently by the side of the counter and she looked up at me a few times briefly then tried to pretend she didn't see me at this point more people started coming into the shop after me I spent 20 mins waiting to be served and then when one of her staff was free I put my hand up to be acknowledged as I had just been waiting 20 mins .
the deputy manger a(Jenine ) then looked over at me and told me Ithe queue was on the other side of shop .
As you can imagine i was not pleased but did not kick up a fuss , what I could not understand was there were no signs in the shop stating where to queue and even if there was this deputy manager had looked up at me blatantly on two occasions from the time I walked into the shop and could see I was waiting she knew I was next in line to be served and if she was concentrating on her job like a person of her position should be she will have realised I had been waiting 20 mins longer than everyone else to be served so I should therefore be next in line to be served with an apology for the wait.
I got no apology for the wait but was expected to go to the back of the queue just because of a lazy deputy manager whom could not be bothered to serve me herself because she was doing nothing and was blatantly trying to be difficult .
This is terrible customer service and I must tell you when I got told the queue was on the other side of the shop I just walked out''
my issue is what was her problem .
- David F
- 2 Reviews
clearance bargains non existant
Despite using stock checker for finding advertised "limited stock" bargains (last years models) they are never actually available. (Guildford, London City , London Holborn)
Staff at two of the above then try to convince you that new poorly rated products are superior to the more highly rated older model.
Requests for telephone call back (Guildford) not followed on two occassions.
Basically have become too busy and customer service levels are falling.
- Ian
- Ruthin, GB
- 8 Reviews
CHESTER Richersounds.
Bought a Samsung UE46D7000 from these guys and the salesman was brilliant, explained the different spec of this tv to other manufacturers, didn't push me to purchase this one but what a telly. Up on the wall now and it's fantastic, what more can I say, well pleased.
- Tony
- liverpool, GB
- 1 Review
brilliant service and no pushy salesmen
i bought an lg 540u 3d tv fron richer sounds and all i can say is wow. The salesmen in the store in Liverpool were brilliant i went in on saturday to look for a tv and they were very helpfull and didnt try to sell me anything just explained everything and answered all my questions about 3d tvs.I decided to buy the tv on the sunday and once again they were brilliant they didnt try to sell me the extended guarantee by scaremongering like other shops (currys ,dixons) but i was buying the guarantee anyway so they even threw in free delivery which was worth £40 and delivered it 2hrs later on a sunday afternoon all in all i could not recomend them enough they were absolutly brilliant and i would deffo shop there again
