Rich’s for the Home – Bellevue

My wife and I had a great experience at Rich’s. We were looking for a new fireplace and shopped around. The prices were about all the same as other places we looked in Bellevue, Issaquah, and Kirkland. We choose Rich’s because they had the best customer service while we were there. Michelle answered our questions and researched the fireplace we wanted and recommended their Fireplace Extrodinaire line, which I found out was locally made in Mukilteo. They also had a nice selection of patio furniture that was much better quality than what you can find at Home Depot or Target. We also ended up buying a patio set while there.
The only issue we had was trying to get the fireplace installed. The contractors Rich’s hired to come by the house and take measurements could have been a smoother experience. Short story short, we were not happy with the experience. I wont go into details, but Michelle at Rich’s listen to our concerns and found another contractor who we ended up liking much better. We now have a fireplace that we are enjoying and it looks a lot better than the last one we had.
I saw some of the other Unilocal reviews on here and I can say I have not had poor customer service from Rich’s. There was a slight problem and Michelle fixed it for us quickly and happily did it without hesitation. It would have been a 5 star experience if the first contractors were a bit more professional.

We purchased a Birch Bay Luxury hot tub at a tent sale:
No follow up call to let us know when financing was approved.
No follow up call to schedule a delivery.
No return calls from our attempts to contact the company due to damage on the tub from calls or e-​mails dated 9/​18, 9/​21, 9/​24, and ¹⁰⁄₁.
ADDITIONAL Problems found after the email below was sent:
Wi-​Fi controls do not work.
Blue tooth is spotty
All the hose fittings inside the tub were extremely loose
Finance contract had wrong numbers in it, and didn’t reflect down payment.
Did not come with steps or start up chemicals, they did arrive a week later.
1^st e-​mail:
As a follow-​up to my phone call on Friday I have included pictures of the tub that was delivered to our home. We understand the tub was purchased «as is» from the show, when we inspected the tub at the show none of this damage was on the tub or else I would’ve negotiated a lower price or not purchased it.
Considering we just spent several thousand dollars on this purchase, we did not expect for it to be shipped to us damaged. The tub was damaged because it came unwrapped or unprotected on a truck stacked with other equipment. Amazon takes greater care with my prime pantry purchases then you took with wrapping the product that’s cost several thousand dollars.
As as of result of the way the package came completely unprotected there are marks from Fort Lifts, from being moved on and off of the truck, there’s a corner that’s been damage which is leaking. As a simple suggestion it may behoove your company to take a few minutes and spend a few dollars wrapping and padding the hot tub before putting them on the trucks.
I have included photos for your review.
1. tub is leaking
2. case is scratched in some areas to where the paint has been removed.
tub has been scratched
3. cushions have been scratched
4. Missing screws

Rich’s has a lot of beautiful furniture, I was so excited to have found the perfect patio set. The prices are a little steep but the quality is high and they seem to have great warrantees. I ordered my patio set on May 23^rd and it wasn’t in stock but was told it would arrive June 15^th. I called on the 12^th to confirm and was told it would be arriving at the main warehouse in Lynnwood and that it would be avail. For pick-​up at the Bellevue store on the 17^th. Unfortunately, there was some shipping delays but it thankfully did arrive in Lynnwood on the 20^th. I gave the lower rating because of the customer service and store organization. Adam the salesman was very kind and helpful but I spoke with two people at two different times when trying to find the patio set whereabouts between the 17^th and 20^th and they were far from helpful. One man told me he didn’t know when I would receive the patio set, that it should have been delivered to the warehouse already. He had no explanation aside from saying it arrived at the port.
When I went to the Lynnwood location to pick-​up my set, it seriously looked like a junkyard behind the store. The 4 chairs were found pretty easily but they could not find the table. It was like looking for a needle in a haystack. They knew it had just arrived so was probably still outside somewhere. 30min later they decided to just give me the store model. Fortunately, it didn’t fit in my SUV so my husband had to come back a few days later to get the table with his pick-​up truck. They had also found the table shipment by then so I am glad I didn’t get the store model.
I am disappointed with the customer service and lack of organization when it was time to get my set. For $ 1300 I expected more…
Update: Someone from Rich’s contacted me apologizing and asking for more information. I really appreciate that they want to improve their customer service. They also sent me a $ 50 gift card which was very nice.

No customer service. No communication. Still no fireplace. And they don’t seem to even care. Still trying to get my money back.

My husband has spent all day grinding finish off the seats, etc of our expensive patio furniture. The finish started peeling four years after purchase. Rich’s offered a free can of matching spray paint. Furniture peeled, and peeled. Factory said sorry warrantee is only three years. On a $ 4,500 set??? And that was a sale price.
Turns out factory left office primer and there was corrosion under the paint. So it peeled! Rich’ gave us no help whatsoever in resolving the issue. Factory rep sent us an additional can of paint. We will not buy from them or recommend them.

I recently bought a table and benches for my deck from Rich’s in Bellevue.
==Shopping Experience==
Though it’s obvious their sales people work on commission, they were kind enough to maintain enough distance to allow me and my family to shop on our own. I wasn’t actually interested in the first table I came across, which appeared to be wood; I was looking for a metal one. But when they mentioned it was made from Ipe — same as my deck — I was already sold on it. Added bonus that they assemble and oil it for a moderate fee — $ 99. Honestly, it’s worth it to let them do the assembly since they should be the experts on it.
==Shipping and Service==
The table came when they said it would. The drivers didn’t call ahead of time like they were supposed to, but no big deal to me. However, they delivered it in the rain and mentioned the oil still felt wet. I asked if that’s a problem, but I got the impression they didn’t know. Of course, the next morning, the water pooled the oil on the table into puddles and rings. It looked gross. I sent a picture to them the following business day, but getting ahold of their service was odd. They should just have a link on their website to send an email. However, you have to call them, then they call you back in a few hours. That second call they gave me an email address for me to send the pictures to. Not very efficient, but at least they handled it pretty well. The service department seems to talk a ton but listen little. It’s hard to get a word in edgewise; maybe it was just the guy’s personality. Anyway, they sent a couple guys out a few days later to look at it. They offered to attempt to fix it on site, which was awesome. Unfortunately, after giving it their best for about an hour in my shop, they said they’d have to take it back to sand and refinish. I’m just glad they were willing to go so far in fixing this. A week and a half later, they delivered it back and it looked brand new. Holds up in the rain just fine.
One of the people who came to repair the table said he usually builds and oils these himself, implying someone else did my table. He said they used the wrong oil on it. Ipe is very dense hardwood, and you need to use a very thin oil on it, otherwise it won’t penetrate and cure right. Having the table gone during the nice weather was a pain, but worth it for something built to last a lifetime.
==Cost versus Value==
Rich’s carries high-​end items. You won’t find the prices you see in the grocery store or home-​improvement store for patio furniture. But it also won’t rust in the fall, blow over in the winter, decompose in the spring and crack apart in the summer. I can’t speak for their other items, but I’ve seen one of their tables last over 5 years at my neighbor’s house, and it’s still looking like it’s new.
==Overall Experience==
Despite a few mistakes with the assembly of my order, I’d say Rich’s met expectations for service on this order. Contacting service was a little odd, but nothing went wrong with the service and they resolved all issues. Their sales people didn’t try upselling or pressuring me. I would advise getting their service department’s phone number and email address when you buy something. Just to save a step in case something goes wrong.

Riches is a Joke, no service after the sale. We have been trying to get out electric fireplace we bought from Riches fixed for the last (6) months, what a joke. They have been to our house (3) times and have not showed up on two occasions and the unit still doesn’t work like it should when we bought it. The service department is a joke, no communication and very unprofessional on the phone and handling our service. We will never step into or buy anything from Riches every again and have no problem telling people how we feel or what our experience has been.

The store is nice and the sales people are very helpful. The stove is great and functions well. The sales\purchase experience was great, but the installation experience was lacking and the crew was unprofessional at times. No big deal, it was made right in the end.
Fast forward two years and now I have an issue with my stove and having a difficult time getting an answer\resolution. The service dept. could not answer my question and when I asked the store to get engaged, I did not get much help — more of the «we sale the products, but don’t service them and cannot answer those types of questions». We don’t carry your product in our store, so maybe I should consider heading to Lynwood and ultimately I was sent back to the service dept with a «good luck». Since the service dept could not answer my questions in the first place, I called the installers on a whim and they sent me back to parts as well saying they only install the products — odd answer, but fair enough.
It’s been pretty frustrating when no-​one can answer a moderate technical question about the products they sale\serve.

My two young children and I came to Rich’s in hopes of finding an outdoor dining set for a good deal. Rich’s has so many beautiful, quality sets that it was easy to find several that I liked. I was helped by a gentleman whom never pressured me and endured my rowdy children. I decided on a gorgeous set made from Ipe. I absolutely LOVE our set and was pleased to purchase a quality umbrella to go along with it. Customer service here is top notch!

If they have what you want in the warehouse, go ahead and buy it; it will be delivered promptly and efficiently. If it has to be ordered, that’s a different story. The chair that was supposed to arrive in two weeks did not show up for more than six weeks, and we had to keep calling to get any information. The salesperson was nice, but really not all that interested in helping us get our order.

Don’t let the cheezy commercials dissuade you… Rich’s actually has high quality patio furniture at reasonable prices. We just purchased a set and absolutely love it. Customer service was great. They lose one point for the tacky $ 250 gift card deal, which is for an online «outlet.» You can’t really buy anything with the gift cards without spending a fortune. We bought a light for our bike (probably worth about 5 bucks) and called it a day.

My wife and I purchased 2 fireplace inserts from Rich’s, just before the huge snow storms hit us this year. The weather slowed the install, but communication from the installers was EXCELLENT. They gave us a realistic time window and stuck to it.
The employee who helped us, Doug, knew the products well, and did everything he said he was going to do. We had a minor problem with the remotes for our units, but a service tech came out and fixed this within a few days.
I can’t speak to value, as we did not shop around a great deal, but what we paid seemed to be in line with what friends paid to have theirs done. This has been our only purchase from Rich’s, but we were very pleased and would not hesitate to use them again.