Richer Sounds, Manchester City Centre — Local services in Manchester

I had previously left a 5-star review for this shop as I was delighted with the experience I had in the Manchester store.

I went there with my partner to buy a TV and AVR and I was impressed with the knowledge and courtesy of the staff. I was redirected towards a different-but-cheaper AVR from the one I planned to purchase and I was initially happy with this as it saved me some money.

The delivery was spot on as I received an email the day before with a 2-hour window and a text the following day to narrow this even further. The drivers were both friendly and professional and we were really happy with this.

Unfortunately, the AVR they recommended didn’t meet my requirements and this is where things started going wrong. When I phoned the store to let them know and explained I wanted to return the AVR and buy a more expensive model, I was told a needed to pay a 10% handling fee. I explained I was extremely disappointed to hear this as the fee was not mentioned to me at the time of purchase and also because it felt like a breach of the consumer law in terms of the 14-day return window, but I was told they will look to see if this could be waived. I explained that I was also planning to buy a £5K TV from them but, obviously, this wouldn’t happen if they charged me the handling fee. At that point, they told me they will try to find a stock of the model I wanted to purchase and also look at waiving the fee. In the meantime, I looked at their T&Cs and this fee was nowhere to be found. They mention that customers have the right to return the product within 14 days and that they may charge a reasonable fee if the packaging or accessories are missing, but in my case everything was as originally packed, and the box seemed unopened so the fee didn’t apply.

Later that day, I received a voicemail stating the fee would not be waived despite I wanted to buy another product. I spoke to 3 people from their customer service and they agreed with me that the fee was unnecessary. They tried to liaise with the store manager but they didn’t change their mind. The store manager then phoned me stating that they would wave the fee because I was purchasing another product which, to be fair, was a big disappointment.

They sent me to another store to collect the new product, charged me for the difference in price and removed the £30 discount they originally applied to my purchase which, again, wasn’t needed at all.

After all of this, I’ve come to the conclusion that I won’t purchase anything from them again in the future as I don’t wanna risk having to pay a 10% fee if something goes wrong. I would also discourage others from buying from them as, trust me, it’s not ok being asked to pay £119 fee to return a product they recommended me because it didn’t meet my expectations. Finally, taking off the £30 discount over a £3K purchase felt a bit miserly. As for the £5K TV, I’m afraid I will be buying it somewhere else that offers free returns if there’s...

My last TV a Plasma which was purchased at the Manchester branch self destructed & was deemed unrepairable (10 years old purchase) I started looking for a new TV and had certain requirements that were required for a new TV plus with a budget. I narrowed it down to 3 with the intentions of purchasing one TV. I looked at other outlets but was drawn back to Richer Sounds - Expertise, customer focused, excellent products, good prices and on most items - with a free 6 YEARS WARRANTY! I called the store and spoke with Matt. I explained what I'm looking for in a TV and we narrowed the options down to 2 but really 1. I decided to visit the store and spoke with Rob and provided a Rob a summary of my discussion with Matt. We had a brief chat on the TV's that I am considering to purchase and narrowed it down to the 1 that Matt kindly very highly recommended to meet my needs - movies / PS5 gaming. I placed the order (paid) and requested the TV to be delivered. Rob arranged this and informed me the delivery is FREE. I double checked on the warranty and had a final question for the TV I was purchased which Rob put my mind at PEACE - no price on that! Now, from my experience. Richer Sounds have the best people working for them who are easy to talk to, just be open with them and they will guide you to your requirements. I only regret not asking for a further discount from Rob - Hahaha - you never know if...

An excellent customer-focused store, I've emailed/called countless times and they've always responded, helping me tune my ideas into suitable and complementary products.

And with both the price match and warranty services, why look anywhere else?

You don't often find this level of service these days, so many stores will sell you whatever brings immediate revenue - at Richer Sounds they help you find something suitable for you, for the long-term. No unnecessary upselling, just open suggestions and recommendations until you can reach your own informed decision. Or not...there's never any pressure.

Also worth mentioning - their industry reputation enables them to source products you won't find in the more generic stores.

A relatively small floorspace; I found this to be a benefit - their tight walls of TV's really help you see in one glance the different technologies at play. No need to roam (nor hide from the bonus-seeking roamers!)

A big thanks to all the staff; these are lifetime products so it's great to see 'long term satisfaction' placed over 'monthly turnover', a strategy that seems to have been forgotten these days. I may have done my round for this year, but I'll be...