Rich’s For the Home – Tukwila

Ordered and paid for an umbrella 2 months ago. Was told it would be at most 1 week and they would let me know. I called after a month and they said they would research and call me right back. 3 hours later I called only to be told they would call back. An hour later I got a call from the salesman that said it hadn’t been shipped because they were waiting for larger orders to make a shipment. Was given a shipping date, 3 weeks out. Called today, same deal, call you right back…2 hours later was told it will be shipped to them next week. I asked and was granted a refund by a very rude salesman. Way over priced as well.

Well, I am not sure where to start. This experience has been a 5 month nightmare. From losing our original order and not finding out until a month later when I called to see what the status was and finding out they never order our patio furniture and fire pit to having to sign the paperwork 3 times to not delivering everything all at once and leaving the furniture outside when it was going to rain to not delivering the covers, nor the fire pit rocks and missing foot protectors. I have spoken to the manager, Troy a few times to get things resolved and he tells me he will call me back and never does. Now we are being charged for the fire pit insert, which we were under the impression it was included. For being such a high end store, one would expect awesome customer service, but not in their case. This has been a very disappointing experience. I will never set foot into a Rich’s again, nor will any of our friends.

Troy Smith was great help for us. He patiently walked us through the different options, answered all of our follow-​up phone calls, did a site visit of our home and helped us get the right fireplace for us at a good deal. He was professional and a pleasure to work with throughout.

I worked with Colten to purchase and install a new Gas Fireplace insert, I had a good experience, it was worth the wait and coordination to get installed

My wife and I just purchased two outdoor chairs from this Rich’s. It was during their summer end sale, so we expected little to choose from. We were wrong. There were many options available. We were greeted when we walked in, and then left to look about. That is the way we like to shop, so we can look at different options, discuss fit and color, test them out and not get a hard sell. When we were ready with questions we approached the front desk and someone was there to help us out. We bought the chairs that were on clearance but there was never an «up sell». We had the «wrong» car to transport them, so we came back a few hours later with the right one. The chairs were there, marked sold, and the sales person (Sonya?) helped me take them out of the store. We have been enjoying them ever since.

I bought a hot tub that was exactly what we were looking for. Had to pay full amount in advance against my better judgement but went ahead. it was delivered when promised but arrived with the skirt damaged by their delivery people. I took pictures and noted on delivery receipt and contacted them to check on replacement parts after a few days. to my surprise they had taken no action. It’s now 63 days later and nothing has been done. The worst customer service I have ever seen on a major purchase. If I could give them a minus score I would but it will only allow 1 star. discussed

Stopped by this afternoon to look at some BBQ/​grilling accessories. Had never been in before.
They have a lot of product; including grills, spa supply, and patio furniture. Really packed in, kinda hard to make your way around between all of the large items. Lots of really cool stuff; everything is VERY expensive though.
We were the only people in the store. The guy behind the counter looked up at us twice while we were in the store, never said a word or smiled. The only person that spoke to us was a lady that asked us if we needed anything as we were leaving. Bad customer service.

Do not use.
I went in for a gas insert. I had been to several other places and done some reading on the topic. The salesperson talked 900 miles per second but I did get the info I needed. I was VERY clear that I wanted the bid to include ALL the costs that might go into this project, even if some were estimated. These are not cheap units (huge mark-​up on all brands, all stores) and they are a luxury item, not a necessity so I want to know what I’m agreeing to. Went home to think and came in the next weekend to order.
Things seemed to go well… initially Salesperson said I would get a call by Tuesday to set up install. On Wed. I called to see what the holdup was and was told that a part was on backorder, but would be here the following Thursday.
A full week after the part was due in I finally got a call to set install and was told there would be an estimated $ 250 additional charge for the electrical install and up to $ 125 if the installer determined the chimney needed cleaning. WTF??? I was also told that the fireplace the salesman requested was the wrong size… so now I wonder was I waiting for a part I didn’t need to wait for?
I told the install person I had not been informed of these costs and she referred me back to the sales guy who called the next day and made excuses but took zero responsibility for giving me incomplete information. At this point I no longer trusted that I had been given complete information about this unit, its reliability, the guarantee etc. Went in and requested a refund which they were nice enough to do, but it is now THREE WEEKS since I did that and still no check, despite the «manager» swearing it would be in the mail within a week or so (which seemed fair to me).
F– grade for these people.

We needed a new brush for cleaning our chimney. Lady was very helpful and showed us our different options. Check out took awhile because of computer issues but that can’t be helped sometimes.

After visiting several fireplace showrooms feeling underwhelmed, we quickly realized how lucky we were to arrive at Rich’s in Tukwila and connect with Anne. She was helpful, professional and knowledgeable about the fireplaces and answered questions fully without any jargon or condescension. Because of our unusual existing fireplace, Anne came to our home before ordering to ensure the wood fireplace insert would fit the space and look nice with our décor. She stuck with us thru the tricky installation process and we absolutely love the new fireplace. My husband and I were so pleased with Anne’s assistance and Rich’s selection of unique, quality items, they will be our first stop for future purchases of patio, fireplace, BBQ and spa products.

Tried to order some repair parts for a newer gas log fireplace. After 5 phone calls to them I finally cancelled the order. I initially gave all the needed info on a Friday mid day. I was told I’d get a call back. Monday afternoon rolls around with no call back. I could tell from the voice I was talking to the same person in customer (dis)service who was acting like it wasn’t her who took my info to start with.
Then the same go-​around with the same result– she said she’d call back– Madison was the name. 3 hours go by with no call. I called back to see the status– she ordered three of the five pieces I asked for with no call to me to give the news.
I cancelled the order and just got excuses about how busy they are.
Do customers feel better by hearing about your businesses personal problems?
One call to Custom Hearth down south on I-​5 and it was handled and for less cost. One part I ordered was $ 15.00 at Rich’s and was $ 10.00– 33% more!
Same brand and all.
100% more hassle at Rich’s.

I wasted 30 minutes at Rich’s in Tukwila in late October 2013. They have zero customer support. I walked into a store with 4 employees and 3 customers and walked around looking at fireplaces. NO ONE even said HI or «Can we help». I even stood in line at the checkout while the clerk chatted with another customer for 15 minutes about nothing but chit chat. No urgency to move to the next person in line — ME. After 30 minutes I walked out. They lost a sale. Never again will I go to RICH’s, a store that ignores the customers.

I bought some patio furniture and had a wonderful experience. I was treated well and everyone there was very responsive and informative. The guys who delivered my furniture did a great job too. I am very pleased.

We’re happy enough with our new fireplace, although we had some installation issues. Anyone considering a new gas fireplace should be aware that there is a 48 hour curing process. Which means you will burn the heater at a high setting for 48 hours to cure the painted surfaces. Hopefully the weather will be mild enough to open all your windows while this curing is taking place.
Our disappointment lies in the fact that we were never told about this curing process. It’s not just a faint smell. It’s very strong and you will need your windows and doors open. It would gave been nice to know about this. For no other reason than planning purposes. Had this been divulged, I would have given Rich’s a better rating.

I bought Woodard furniture from Rich’s many years ago and was needing to get some refinish spray paint. I wanted the correct match & combed the internet but there is no way to get the original paint without going thru a dealer… so I went back to Rich’s. At first it seemed things were ok as they got the base coat in although it took more than 4 weeks of waiting & my having to call them to find that it was actually in th store. No real problem yet, I was on the way. Problem was that only half of the order arrived. I still needed the topcoat. It’s been 5 months of frustration and broken promises. Finally now they tell me after going into the Tukwila store twice & calling them, being referred to Lynwood etc, & 4 – 5 calls later; none of which they even remember as we start from scratch every time, they say that there is no such topcoat paint! I would have understood if they had taken the time 5 long months ago to actually call the company and get real info. There is a limit to getting replacement paint but the run around and lack of follow thru is plain unacceptable. I dont think they know what they are talking about as they never did actually call the Woodard people. I orderd this paint from their Bellevue store 3 years ago & it came with 2 colors & instructions that explained to spray on the first color then use the topcoat which came on a worksheet directly from Woodard! Wish I could do more than just complain here. Do NOT expect customer service from any of their stores. I’ve worked with Bellevue, Tukwila, & Lynnwood. They are all equally dull & useless! Thanks for absolutely NOTHING!

We went shopping for a patio set for this summer and stopped in. Wow. They are very expensive stuff. I guess there’s reason it’s called ‘Rich’s’. You have to be rich to buy here and if you do Rich is getting richer. We bought somewhere else for the same quality at a much cheaper price.

My one star is for Unilocal.I sold advertising for decades and their tactics are beyond sleazy. I came to this site to review Rich’s — I don’t expect or appreciate seeing ads for companies near their location. It’s bait and switch — it’s inappropriate — it’s confusing and it’s all about Unilocal — not the customer. Shame on them!
I expect that after hounding this business with no positive results they just decided to distract people and re-​direct their interest in «another business». Unilocal is a parasite riding on the backs of real businesses.

A terrible experience. Expensive, Follow up was and is impossible. Try to find a manager to help-​NOT. They are not to be trusted, Thanks Troy-​for nothing.

Before I share my updated review, I need to clarify a comment in my original review. One of the comments mentioned «There is a gap around the pipe where it exits out our wall. My husband had to go out and put caulk around it to ensure bugs don’t enter our home.» My husband corrected me and said that this is typical as the piping is stainless steel. Using clear silicone is the best way to have that done. What happened was the broken piece of siding that he had to fix.
Final Chapter of our saga. I am amending my review from 1 star to 4 stars because 1) the owner of Rich’s reached out to us more than once to resolve the issue. He called us twice and explained what had happened but in the end we (he and my husband) were able to resolve the issue. 2) We love the product.
I’m mostly happy that the Owner had a strong desire to provide excellent customer service and ended up with a very happy customer. If someone asked me about our wood stove, I will tell them that we got it at Rich’s. If they ask… would you recommend them? I would say yes. Why? Because in the end, they took care of us and provided a great product. Thank you Jon for making the effort to get in contact with us and when we missed your call… you called again. Your effort to satisfy the customer meant a lot to me and my husband.

Are you serious!!!
I paid $ 2500 for a top of the line Weber Summit BBQ — after 30 days the stainless steel is rusting, one of the burners will not work and the lid literally fell off at 700 degrees!
The killer is — Rich’s is pushing me off to Weber — what? Who sold me the darn thing? This is my 2^nd BBQ purchase (plus two patio sets) at Rich’s over the past 12 years which were good experiences but these guys have gone down the toilet!!!
Do yourself a favor; go visit Rich’s showroom, find what you like, then go to Costco and find a similar item and buy it for half the price with 10 times the guarantee!
Rich’s wake up and smell the BBQ sauce!!!