Pacific Sales Kitchen & Home Ontario — Local services in Ontario

I am posting for a customer & friend!!!

February 20,2025

Customer Service Department Pacific Sales & Best Buy

Dear Customer Service Team:

Subject: Formal Complaint Regarding Unacceptable Customer Service

I am writing to express my profound disappointment with the customer service I have experienced following my order of a refrigerator from Pacific Sales, customer service and delivery by Best Buy. The purchase was made in mid-July, with the full payment completed promptly, and I was assured that delivery would be within two weeks. Unfortunately, the entire experience has been fraught with consistent delays, misinformation, and incredibly poor service.Initially, I received a call two weeks post-purchase notifying me that the refrigerator was damaged. Since then, I have been caught in a frustrating cycle of being told the product was unavailable, requiring me to repeatedly chase updates every week. Finally, in mid-December, a two-man crew arrived but claimed they needed four people to complete the installation. After rescheduling for January 4, 2025, the four-man team then stated that a valve in front of the installation area had to be replaced, which I managed by hiring a contractor, despite his assurance that the valve was fully operational.The subsequent visit necessitated paying for cabinet trimming because the team claimed the refrigerator would not fit, though the contractor confirmed the fit was adequate all along. This pattern continued with claims of a back valve replacement required, again, leading me to unnecessarily engage and pay a plumber. Most alarmingly, after finally receiving what should have been a problem-free installation, the product unveiled scratches on one of the doors. Communication concerning the repair of this lasted over a 30 minute wait on the phone, only to be disconnected. After another attempt, contact was made, yet effective resolution remains unmet. As of February 21, 2025, seven months have passed without a functioning refrigerator. This issue caused significant disruption, compounded stress, and unplanned financial burdens. It is my firm expectation that I receive not only a fully operational new refrigerator promptly but also compensation for the multiplied inconvenience and financial impositions. I trust you will appreciate the severity of the matter, and look forward to an expeditious resolution. This experience highlights an urgent need for improvements in your service procedures. Rest assured, I will ensure that others are aware of the severity of the degraded service I encountered.I look forward to your prompt action.

Sincerely, Sue...

5/5 Go to Costco or anywhere else but here. I had a scheduled delivery for my stove Monday 5/4, not only were they a no show, and they couldnt even call me to follow up or at least apologize! I spent hrs on Monday trying to get answers on why they never showed up after I confirmed with bestbuy not just once but twice my delivery appt set for 1200-6pm!!! I left work early to be hone during that's time!! I spent all day today on the phone trying to get answers on where my stove was and why it wasnt delivered, still hasn't been delivered, and still to explanation to why I'm going on 3 days without a stove or where my stove is!!! They dont bother following up with their customers! I have called bestbuy and Pacific sales numerous times yesterday and today...spending not just minutes but hours on hold and still no answers on when I'm getting my stove! Requested help from numerous supervisors...that was useless! In a tough time like this when we should not be going out I'm out of a stove!!! Seriously shop somewhere else!!!

5/6 update...still not one phone has been returned, I called Pacific sales again...no answers to why this is happening, just that my delivery is set for Friday 5/8, so damn inconsiderate! This is BS...I dont understand how they claim they cant get a hold of the warehouse where my stove is!!! BEYOND RIDICULOUS that no one has the balls to call me back and give us an explanation on why this is happening, when I try contacting the 888# your on hold for over an hour and you get stuck taking to someone that cant help you, earlier today I requested a call back, it took 4hrs for someone to call me back and they were in the tv dept. so as soon as I answered he said he couldnt help me...when u go on website to chat with an agent you will never be connected to someone, I've tried several times. Worst experience I have ever had!

5/8 update of an update...still no stove...this is beyond ridiculous! We have had to eat out 5 days! Who's going to compensate my family for this?!?! I finally got a hold of store manager Brandon, note I said I got a hold of...they still have yet to reach out to me and explain why I still dont have a stove!!!

Total days without a...

I was pleasantly surprised to find this particular store. I never knew there was a Pacific Sales store in Ontario, CA. I walked in expecting an ordinary trip to buy bathroom fixtures—sort of like a trip to the dentist, but with more toilets, faucets, and showerheads. Little did I know I was about to meet Jackie Hermann, the superhero of home products!

Jackie made us feel like we were her top priority, even though we were only there for a few fixtures and not a complete bathroom remodel. She answered our endless questions without ever mentioning that I'd already asked them. I suspect she may have a secret life as a Zen master in her spare time.

Her communication was as clear as a freshly cleaned glass shower door (yes, my bathroom might get a new glass frameless door). Whether I was talking about the pros and cons of shower heads and faucets or my frustrating situation with my weak flushing toilet, Jackie explained everything with a straightforward clarity that could turn even the most “frosty” subject warm and fuzzy.

Jackie’s insight on every bathroom product could rival a tech genius who moonlights as a magician. Her proactive mindset had her anticipating every potential hiccup for our bathroom repair while keeping me entertained with her sparkling wit.

If you’re in Ontario and need some household heroes who turn a mundane shopping trip into an epic adventure, do yourself a favor and ask for Jackie. She’s not just selling bath and products—she’s selling smiles, one clear explanation at a time.

Thank you, Jackie, for proving that bathroom shopping can actually be fun. Who knew faucets and shower heads could be the highlight of my day?

We will definitely be coming back...