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 .
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.
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.
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
I rang Holborn as I had seen a deal on the internet for a 19inch Tv when I called they told me they were out of stock of the item I wanted I asked them if they could possibly check to see if any of their other stores had any stock of this item and have it sent to Holborn as it was my nearest branch.
I was told that London Bridge had stock but they could not arrange to have it sent to my local store Holborn as it would be too much trouble as they would have to get a cab so I would have to approach the store directly.
When I did call the store I spoke to a manager and I asked him if he had what I wanted in stock he said yes I then asked him if I could reserve it he told me no he could not and it was a first come first serve basis I explained to him I would pay for the item over the phone he said he could not do that.
I reminded him that the website had stated that you can buy over the phone he told me this was an error .
This guy whom claimed to be a manager was of no help whatsoever and I had to keep reminding him that I was the customer but he just wasn't interested.
If this is how a company operates I would say keep you money and go elsewhere as my first impression of this company , and to think I had dealings with a manager this is just the worst service ever.
If they are like this on first contact I dread to think what they would be like once they got your money and you have a problem as the manager at the London Bridge store didn't want to help me at all .
As for ratings if I could give this company a minus rating I would
PaulM found this review useful
I received 2 emails from richer sounds that an item I ordered would be delivered next day. I waited all day no delivery that same evening another email informed me I WAS NOT At HOME & a card put through my door. The following day a driver arrived with item & told me they had not received it till that same day so the story of someone saying they had tried to deliver and leave a card was total LIES I did not accecpt & returned goods D Foukes
Bought a Samsung TV from RIcher Sounds website. RIcher Sounds were best for price; delivery was fast - even faster than advertised (~2 days), and a 1 hour delivery slot was communicated by email, phone & text. Van arrived promptly & TV was fine. Excellent service!
My first visit to Richer Sounds and I bought an AV receiver, 5.1 speakers, LG 3D BD player and an LG 3D TV. Spent a day setting it all up and it was excellent. Unfortunately a week later the TV had up and died so I called the store in Glasgow and the guy apologised, they only had one in stock in their Edinburgh store and as it was Sunday he couldn't get it for me until the following day. I explained that I couldn't get into the store through the week as I worked in Livingston and so he volunteered the driver to drop the new TV off at my work the next day and I in turn would take the dead one there for collection. Absolute flexibility to please the customer, no haggling over why the TV had broken or anysuch, I have been back for another LG TV for my bedroom and for a 3D camera since and each time the staff have been helpful and friendly and the prices unbeatable. I will be taking all my future AV business to these guys.
I have bought several things from them at their Glasgow store and have always had good advice and service. The assistant has always checked the internet to see if the item is available cheaper and if so has discounted to that price. On the one occasion I needed to return an item (a Humax PVR with a well-known problem) I was lent a spare one and when mine did not return from Humax, Richer Sounds replaced the one on loan with a new one.
I was looking to buy a home cinema system, one of my friends referred me to chiswick richer sounds. I decided on 2.1 system and got it, however i was not happy with the system as such and wanted to exchange with a different one, I went to the store and checked with the guy about other alternate options, the guy did not seem interested in explaining out different options and when I was checking him for more details he seemed to be showing faces and at one point when i was checkin on a system I saw him commenting and laughing. I was utterly disappointed, expected better customer service, being a novice in sound systems, i expected better information on different systems available. I am totally disappointed, could have been an one off issue but my experience with richer sounds was not good and i would not recommend chiswick richer sounds.
Bought their 5 year extended cover when I purchased my LG dvd player back in 2008 , & was today supplied with a new Sony blue-ray machine as the LG had developed a fault rendering it beyond economical repair.
Was politely asked for a £10 contribution as a substantial upgrade was being offered & had a new 5 year supercare warranty chucked in without asking .
More than happy!
Very impressed with this retailer & wouldn't hesitate over buying more expensive goods as they don't quibble & deal very fairly with customers in my experience.
My experience with Richer sounds was excellent, it could not be better.
My DVD recorder had a fault ( not due to RicherSounds) it was repaired within a week. WELL DONE it is a real delight to encounter some genuine customer care. Long may it continue. Thank you Richer Sounds Notiingham, and Head Office.
They won't be beaten on price and you certainly cannot beat them on service
VISITED BIRMINGHAM STORE NOT REALLY KNOWING WHAT I REQUIRED [ IN ADDITIONAL SPEAKERS]. WITHIN SECONDS OF SHOWING T.V.MODEL A SHARP SURROUND BAR WAS RECOMMENDED,I PURCHASED FITTED AND AM EXTREMELY PLEASED WITH THE RESULTS.
I CAN'T BELIEVE I JUST CAUGHT ALL THE PLEASANTLY HELPFULL STAFF ON A GOOD DAY.
WELL DONE AND THANKYOU
As long as you don't expect them to stock any of the stuff they advertise on the website they are OK for the odd deal. However, my local store has got into a bad habit of pushing certain brands (do they get a bonus for this?) which can make in-store browsing a bit tiresome (have you considered an LG sir?). Note to self, always wear headphones when entering shop to drown out the sales pitch :)
Having used in the past for hi fi and plasma and getting two plasma for family i am very upset. none of above products have gone wrong so never used after sales untill now.got 47 inch led tv on sunday turned on and picture blurry and could not keep up with action on tv.so monday took back told them no good would exchange for plasma.ok they said but you need to pay 15%of lcd price as well.because they said picture was like that but would be better on hd but not all programs are hd.they still made me pay 10 % because opened box.ps screen instore was only 42 they said as i had seen this i should know what i was buying.this was at the hanley branch stoke on trent
PaulM found this review useful
I have been shopping at Richersounds for about a quarter of a century now, and they have been consistently a brilliant retailer to deal with.
1. Prices - they are invariably the cheapest around.
2. Staff - Very knowledgeable and personable. They genuinely want to help you, unlike other retailers who are so false, and just want to sell you something on the day.
3. Honesty - I just get a good feeling about the company. They put their efforts into providing good customer service. A lot of other retailers want to try and con you, with artificial deals, and ramming extortionate insurance policies down your throat.
4. Guarantee - Their extended guarantee is very cheap, and it works. I had to have my surround sound amp repaired, which would have otherwise cost hundreds.
hashir abdullah found this review useful
needed a 37" monitor for my new computer, as it's a media system for the lounge. I was recommended to try Richersounds by my brother so i thought i'd take a look. The Chester store is quite small but, after checking the website i gave them a call to see if they had the models i was interested in which they did.
In store service was perfect, i grabbed a member of staff to quiz on my choices and they proved to be very informed on the products they sell.
Being a cheapskate i left to scower the web on my choice of screen but i couldn't find it cheaper anywhere. So i called to reserve it, phone was answered in just a few rings and they kept it for me for a few days as i couldn't get back to the store straight away.
All in all a great shopping experience, i would/will recommend them to anyone i know.
Have bought a load of stuff from Richer Sounds in Belfast over the last year, shopped there about 8 times for a projector, three TV's, ceiling speakers, TV brackets. Always top class customer service, delivery and great prices. Their boards.ie thread is always busy with happy Irish customers snapping up deals, many repeat customers too.
I was looking for a small system to drive a pair of existing speakers. The guys at Milton Keynes really helped and the Denon RCD N-7 does the job a treat with CD, i-Pod dock and internet radio as well as streaming music from my PC server on my wifi network. Great advice and supers sounds.
Adam Shaw found this review useful
Went looking for a new 32" TV (Any bigger would have looked stupid!!). I was unsure whether to purchase a plasma, lcd, led etc. Visited several websites looking at PLASMA vs LCD vs LED. Decided to go for an LCD and visited several stores to get a 'real' look at a few i had narrowed down. Visited numerous stores in Newcastle and the general response from the major retailers was you get what you pay for. Decided to try richer sounds as i had previously bought some audio equipment from them. The members of staff could not have been more helpful, so informative and honest about the equipment on sale. Bought one on their recommendations and cannot fault it (1 Year on!!) Highly recommend them to anyone.
Beyond no doubt they are the best in the country for customer service and friendly stores, shopped at 4 - 5 different stores and every time i cannot fault them for caring service. Tried online and yet again was delivered ontime and no damage for an LCD TV - brilliant
Each time I visit Richersounds in Nottingham I get brilliant service. I have had a few problems but each time they were resolved and they advised I fill out the feedback card. A few weeks later I have a £10 gift voucher to spend at RicherSounds.
Top notch service and support.
(If I am honest I prefer the old shop layout used in the 90's, it all seems a bit currys/comet now).
Knowledgable and etremely helpful staff with down to earth attitude, quite clearly the produict of good staff training and investment. Staff are enthusiasts just like the customers so makes the whole transaction more worthwhile. Price is normally the best and their after purchase warrenty is unrivaled as if you dont use it for 5 years you get your money back! I find myself going their even in the rare times that they are not cheapest.
The staff are always friendly when you go to buy something, but if you go to return something, thats when the real 'service' kicks in.
Bought a set of speakers which i had to return because i changed my mind. The speakers were sealed with a cellophane (not stapled as was on the other side!) As i got it as a part of the VIP deal, didnt bother much about the sealing as it is an open box item in most cases.
Bought it back and the dep mgr @ bromley will not take it back without a 15% re-stocking fee claiming that I have opened the box. I told him that it is the way i got it but he will not agree saying that it says on the receipt that the item was sold as brand new. Had to argue for 20 mins to get my money back. I also had an amp which I wanted to return as one of its inputs seemed to be faulty ( 2 days old, ex-display) but this guy said he will have to charge 15% re-stocking fee on that too!! (hey.. hey are we forgetting the 7 days no quibble returns policy!!) I got fed up with this guys attitude and decided to bring it back to the store i bought it from. So, thats my 3 hours for one trip and another trip to be made to return the amp.
Btw, I have been to the store before with issues and the guy who was there at that time was very friendly -no attitudes like this one.
I think its entirely upto the individuals who work there to make a good or a bad impression. if they leave their egos at home when they go to work and stop thinking that they own that place, i believe that the customers can have a better experience and the company will get a good reputation.
I bought a Samsung LED TV from the London Bridge branch and took it home only to find it was faulty. Phoned the branch straight away and staff was very helpful. Got my replacement delivered by a member of staff on Saturday evening (2 days after purchase) which was great. Staff member was incredibly helpful and now everything's well with the replacement.
Their online prices are very competitive - just mention instore that you saw the product and price on their website and they will match it - excellent! Only one slight criticism: although they claim to 'price match' their competitors they only do this with the 'optional 5 year warranty' included which I find a little odd: how can they compare something I don't want? Surely they should be comparing basic tv with basic tv, right?
But apart from this little glitch I can only recommend their service!
I wanted to hear some AV amplifiers in action. Not possible in first branch. Not possible in second. Tried again. This time the phone was answered by Niall(?) who could not have been more helpful. Good demo - picked the amp. They didn't have a black one in stock so he tracked one down to another branch (where I started!) and reserved it for me - top marks Niall.
Slight problem - the store wanted £50 more for the black one over the silver!! This seemed to me rather sharp practice so finally negotiated/took the 5 year insurance instead, not very impressed but now the proud possessor of the 540 for £220. Got it home, eagerly opened the box only to find ... no remote! Call back to the store: it was an open box item so all the bits aren't necessarily there! A "replacement" remote would cost extra!! Deeply unimpressed by this even sharper practice. After a full exchange of views sense finally prevailed - so a new remote should be in the post. A week later and it still hasn't appeared.
Clearly some experience of horse trading is required for dealings with RS.
I called to chase the missing remote only to hear that it had been returned to them because no one was to home to receive it - strange that the postman did not leave the usual "We tried to deliver ... collect from sorting office" note - but anyway, they would resend it.
The missing remote arrived today but chipped and scratched - it has clearly been in use for some time. This isn't what I bargained for (in every sense) so I've asked the shop to find a new one otherwise they can take the whole lot back.
They can't/won't provide a better one - so it has to go back, 16 days after getting it!
During this period John Clayton Operations Director at RS has twice corresponded, via AVforums, to apologise and to state that the stores will do better - it's not very evident they can!
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