Pacific Sales Kitchen & Home Irvine — Attraction in Irvine

Last week, my fridge/freezer broke. I came to pacific sales to buy a new one. If this sounds like you, I have one piece of advice for you - go somewhere else.

My family and I are having an extremely frustrating experience with pacific sales trying to purchase a fridge and a freezer. They’ve scheduled a delivery and then failed to deliver three times so far! I’ve spent countless hours on the phone trying to get this sorted and at this point I’d give them 0 stars if I could.

The first time was on Tuesday, where they said that they came to the house, rang the doorbell, and took photos of the front of the house. However, we have a ring camera doorbell which records a video every time it’s rung (which means that they never rung the doorbell). They also incorrectly confirmed the photos they took, for example saying that there was no car in front of the gate when my car was parked there all day. They likely drove into the wrong driveway for delivery, as several houses in the area look very similar. We called customer support to reschedule the deliveries.

The second failed delivery was on Friday. When my daughter double checked the order the day before, she noticed that the person who rescheduled the deliveries only set up the fridge delivery! Not the installation or haul away of the old fridge, and completely forgot about the freezer! We called to see if they could amend the delivery, and they were told they couldn’t change anything and would reschedule for Saturday.

Today, Saturday morning, I get a call at 6 am with no voicemail left behind. I was asleep at 6 am, but called them as soon as I woke up at 8 am, and got no response. I was sent to a personal number’s voicemail inbox that wasn’t set up. I was also sent an email saying that the delivery would have to be rescheduled. Again.

Every time I’ve had to call them, I’ve been ping ponged between several different departments. They’ve outsourced their customer support and delivery, which means that everyone I talk to has no control over the order and is extremely rude. Almost everyone I’ve spoken to, from employees to managers, at this point nearly a dozen people, have been less than helpful. All they could offer me was rescheduling. One of them even told us that she was too new to help us, and that we should call back later for another agent.

The sales person was extremely helpful and patient, but the experience after her sucked.

At this point I’ve spent nearly a week without a fridge or freezer, and countless hours on the phone trying to get my fridge delivered. If I could do this again, I would go somewhere else. Anywhere else. And I recommend you...

Fair warning, DO NOT PURCHASE anything from this store if you can avoid it. I rarely leave reviews and certainly not negative ones but I want to share my experience so this doesn't happen to you. It's been a frustrating process especially for what is considered a high end appliance store. With other options in the area such as PIRCH and RenWes with the EXACT same prices, there is no reason to purchase from Pacific Sales and deal with the lack of effort and gross incompetence that follows after purchase.

Sales staff was helpful at the time of purchase, however this has been THE WORST possible experience following purchase. I think they are likely commission based and will do/say anything to complete the purchase. However, be prepared for a terrible customer service/installation experience after purchase. I purchased a Thermador column fridge and freezer and was told it would be 6 months until delivery which is expected. I was told I would get regular updates with an estimated delivery date. I NEVER received a single call. I made the effort to follow up on a regular basis and was told everything was on track and a month before the expected delivery date told to call to schedule delivery. When I called to schedule delivery they informed there was a delay and it would not be available for ANOTHER 3 MONTHS. This with no warning or update and never a word from the sales representative. I then spoke to the manager, Steve Lyons, to explain my displeasure that I was never told anything. To his initial credit he was able to schedule delivery earlier with only a several week delay. How is this possible if I was told it was going to be 3 months? Why wasn't this done in the first place? Why did I have to spend my time convincing them that this was not appropriate customer service. From there it only got worse. They delivered the fridge/freezer but with no panels. The panels arrived weeks/months later and setting up installation was another issue. Even today as I write this, they forgot the bottom kick panels for the fridge/freezer and when I called again was given the run around. The panels were mailed to my house, except they were mailed to the wrong address. When I got the panels they were the wrong bottom panels. I still don't have the correct panels and am still waiting for the final component, all of which should have been taken care of in September. What a terrible experience. I would not wish this upon anyone so PLEASE CONSIDER MY STORY AND THINK TWICE BEFORE MAKING THAT PURCHASE. I will never purchase another appliance from Pacific...

My wife and I visited the expansive showroom back in July to order a full line of kitchen appliances. At the time we were contemplating 2 different brands and needed guidance with everything from quality, availability and payment options. After 30 minutes of wandering rather endlessly, we met Hector Mora. Our search was over. This gentlemen was full of knowledge with an unassuming demeanor. He will not steer you towards any direction, but rather give you realistic answers. We felt comfortable he would be the perfect salesman to help us in our search.

During this first visit, he spent more than 1 hour helping us customize an order list. Despite the fact that we were building our new home and with no set completion date, Hector still gave us all his time.

Fast forward 2 months later as we came back to finalize all the items on our list, we were so pleased to have Hector there again to help us. Without hesitation he found our file and worked quickly to secure all dates for delivery and availability. Any pitfalls were easily maneuvered with his knowledge. We left today with about 10 ordered appliances, with multiple delivery schedules, but it all seemed so effortless. We are excited to see the delivery of these items and to work with Hector again in the future.

We cannot leave out Hailee, who helped us masterfully maneuver through the financing options. Our approval was quick and painless. She had a wonderful smile and pleasing demeanor. However, the best quality was how she made the process seem so easy. One of the best experiences with financing we have...