Prisco Appliance & Electronics — Attraction in Town of Greenburgh

Horrible experience: if you value your time and appreciate good service, then DO NOT go to Prisco’s.

Bought two A/C units from Allison – wanted two more a couple weeks later – I needed them right away and called Allison last Thursday – she said they weren’t in stock but she could get them on Friday (the next day) and that she would give me a discount (I mentioned PC Richards had them in stock and I could just go get them that day) so I figured I could wait one day and it would be worth the discount – BIG MISTAKE.

I bought the units over the phone and planned to pick them up the next afternoon (Friday).

She texted me later that day and said she won’t have the 12k unit on Friday, but she’ll have the 8k (said she would now have the 12k unit on Saturday).

I went to get the 8k unit on Friday and she assured me they would have the 12k unit on Saturday – she said they would let me know once it’s in. No word at all. I was waiting and no word. We went out and were close to the store around 1:30 pm on Saturday so I called to check if they had the unit yet – she said she was out and Nick was out and Nick won’t be back for 2 hours (what? No one was in the store who could check when I called?). So I went home and waited. No word. It came close to the end of the day and I called again – no answer. She finally texted back- “call Nick.” Seriously? You told me you would let me know when it came in (after already breaking two promises about when this would be in already, the prior two days!!) and now you want me to track down Nick to find out if the unit is in?!

I’m sure you get the picture and know how this ends…but I’ll tell you anyway: she texts me later that she talked to Nick and “asked him to call me twice” and “the unit didn’t make the truck.”

So I had already asked her to cancel the order and issue a refund.

I go to PC Richards and get the unit I want that evening – I was in and out in 10 minutes and they sold it to me for less than the “discounted” price at Prisco. Easy / efficient / satisfying experience.

I reach out to Allison on Monday to check on the refund and she says “I’ll do it tomorrow”

No word of course the next day (which is today). I reach out to her and she asks for the credit card info (to send it to her). We call her – she doesn’t pick up – I asked her to call my wife (who has the credit card info) and Allison does not.

And now she is saying she held off on the refund because she thought she could get the unit – what? I told you I already got it elsewhere on Saturday.

Oh, and on Saturday she said she could have the unit on Monday, and on Monday she said she could have it on Tuesday.

Unbelievably frustrating experience. I do not recommend Prisco – in fact, just the opposite, I will avoid this place at all costs – service for me was horrible and they clearly do not value me, as a customer, or my time.

EDIT: Spoke with Allison the day after I wrote this and she issued the refund right away, and let me be clear - I never thought they would not issue me a refund - nor did I think they were dodging me to prolong issuing a refund. On the contrary, Allison would respond to me after I followed up with her each time - my issues were having to follow up so much myself and not fulfilling promised delivery dates (repeatedly). Also note, that when I called Allison back that day, Nick asked to speak with me and he was very gracious and seemed genuinely apologetic, which I appreciated. For this, I'll add one star to my original review to bring it to a total...

UPDATED 8/2018

After seeing my review, the manager/owner of Prisco contacted me to resolve my complaint. He listened to the issues we had experienced with the microwave we purchased, quickly sent over three ideas for alternates, and said we should come into the store to see them to ensure they would be satisfactory. While we have not taken action yet, I do believe he would have ensured that we got the right replacement for our needs.

ORIGINAL POST I needed to replace a microwave so I called Prisco as my family has bought from them for years...including a 32-unit group purchase of air conditioners I arranged a decade ago. Well, either they have changed hands or they have entirely lost any concern for customer service, for I had an abominable experience with them. In response to an inquiry about over-the-range microwaves, they emailed me and told me to buy one specific unit. I asked for some options to consider and they initially sent me options they didn't have. Then they sent me different options that required venting outside, which isn't possible with my kitchen, as I had specified up front.

I said I would come into the store but they told me not to bother and said there was really only one model they recommended for my kitchen, given the specs and pictures I sent. I bought the microwave they suggested and paid a hefty fee for installation. Upon first use, I found that the door handle heats up extremely hot when the stovetop is used beneath it. I got a first degree burn on my hand from the handle, despite using it properly with the fan on as suggested, all from one tiny pot and a single burner being used beneath.

I called back, explained the situation, and asked to exchange for another model with a different type of door/handle. They treated me with condescension, suggesting that the issue I described was impossible. Then, they told me to come into the store to talk to the manager, Nick. I took an hour out of my day, hired a sitter, and drove to the store, only to have Nick tell me - in a single sentence- that he'd have to come see it.

Really? You couldn't tell me that over the phone??

Then I asked to see alternate options while I was in the store, and they just pointed to all the microwaves and left me alone. The THREE salespeople in the store had ZERO other customers at the time, but couldn't be bothered to stop their personal conversations to show me a single microwave, nor to even discuss my issue. Clearly they had no intention of trying to ensure my situation was rectified.

I called the next day, as they asked, and made an appointment for them to come see my unit. They specified a day and time range, and then no-showed and didn't call me. I called back, and they said they would call me by end of day to reschedule. No calls back, ever. So I'm stuck with an over the stove microwave that I can only use when I am not cooking on the stove beneath it. Every cook's dream, right?

Clearly customer service is not part of their motto anymore. I'll never use them again and suggest you find a reputable dealer who cares about customer...

FOLLOW UP: I noticed the owner replied to this review claiming to “make things right” but this is not true and is the reason I did not adjust my original review. They said they would have an electrician of their own fix their mistake at no cost to me however that electrician never showed up and in the heat of summer I contacted an outside company. They also never returned to install the correct grille on the outside of the unit which they claimed they would to “make things right”. These claims that they have made things right for me are inaccurate and just another reason I would not recommend this company on any day of the year.

What a nightmare Prisco Appliance has caused for me. I contacted them in March to replace my AC after a recommendation from my building management. I couldn’t get a response from them and had to call multiple times before finally visiting the store April 1st. Bought a new AC and paid in full for delivery and installation and was told it would be 3 weeks. After a month, I hadn’t heard anything so I called and the new AC was nowhere to be found. They recommended I switch to a different model that was “the same” as the one I had ordered and could be delivered right away. When it showed up, it did not fit my wall sleeve and had a different electrical connection. They left and I lived with an empty hole in my wall for about a week. They tried to cut corners and install the new AC in the old sleeve even after I specified I wanted the entire thing replaced. Now I had to hire another company to install a new sleeve and contact an electrician to change my circuit all at my own expense. They did supply the new sleeve for the smaller unit however, they did not supply the new grille so I am forced to use the old one that does not fit and over hangs.

To summarize, Prisco is by far the worst customer service I have ever encountered and I will be speaking with the management office at my condo complex to ensure they are not recommending them to anyone else that lives here as I wouldn’t want anyone to experience this level of stress and frustration I’ve had for 3 months. Please do yourself a favor and...