Ralph's Vacuum & Sewing Center — Local services in Redwood City

After breaking the wheel off my vacuum I determined to get this repaired (or at least started...) today. After the initial odyssey of learning the place I originally bought the vacuum is now permanently closed (AAA Vacuum and Sewing, Cupertino), and the two places listed on Riccar's website that are near me are also closed (Meissner Sewing and Vacuum (completely empty store) and Norcal Sewing and Vacuum (number is disconnected)), I called the one far away (considering my level of patience) in Redwood City, Ralph's Vacuum & Sewing Center. They answered the phone immediately were super friendly, and gave me very particular driving instructions (necessary) and I determined from that alone it was worth the drive. They were busy and got busier the longer I was there and I wondered how anyone had even managed to answer the phone in the first place. Signs abound that signal the humorous atmosphere perpetuated by the top clown, I mean service person, Ralph, who owns the place. They fall over themselves to help everyone, but when it's your turn there is no rushing and if a team effort will be helpful, they are all there to do their part--previously mentioned and ultra-conscientious Ralph, dedicated to detail Dan, with make-it-happen Mike and Marshall (evidently the sewing machine expert, I think) rounding out the quad to help. I felt like I was in a time warp. Supremely helpful, trusting people who know their stuff, crossing the Ts, and dotting the Is to perfection. I wish I had some other business to conduct there, like, all my business! As it stands, I certainly have a new vacuum repair shop, and if I need a new vacuum, this is where I will go to buy it. There's a knight in shining armor out front that bid me adieu on the way to parking behind the shop. The whole experience brought tears to my eyes that there are still people in this world who...

My dog ate the plug (!) on our upright Shark vacuum which is only about six months old and is also the best-cleaning vacuum I've ever had. So, I hoped to be able to get it repaired rather than buy a new one. When I phoned Ralph's, the very pleasant man I spoke with said that they normally can't repair Sharks, as Shark doesn't sell replacement parts because they prefer that customers have to buy new products from them instead of getting them repaired. (Good to know--much as I love my Shark, I will probably buy a different brand when this one finally dies.) However, he said that they could most likely repair it since it was only a chewed-off plug and that I could bring it in any time without an appointment.

I brought it in that afternoon, and he said they could fix it on the spot; it took all of 10 minutes, maybe less. While his nice employee repaired it, Ralph (I think...unfortunately I didn't catch his name) gave me some additional information about vacuum types which was honestly both interesting and helpful. I've owned a lot of brands and models, including a few Dysons, and the advice he gave will definitely come in handy for future vacuum purchases. I have three kids, two heavy-shedding dogs, plus a long-haired cat, so to put it mildly, I vacuum a lot. In the meantime, I am grateful that they could fix my Shark so quickly. It cost $30--quite a savings over replacing the vacuum!

Oh, and "Ralph" even carried my vacuum back. to my car for me since I had parked a block away. He offered to do so; I didn't need to ask. (They do have a parking lot, but I didn't see it, so I parked in the BevMo parking lot down the street.) Awesome service, and it was worth the drive and bridge toll from Fremont to...

Unfortunately in my experience, this is not an honorable business. The team is very good at selling, but not beyond that. At present they owe me $5400 as I returned my Babylock sewing machine to them as we agreed when I bought it in late November, and now they do not want to honor that agreement. At that time, I bought a floor model machine as a surprise Christmas present for my wife, but I ensured they would allow me to return it based on two criteria: 1. If she changed her mind and didn't want it after 2. Ralph's provided lessons. In any case, After she opened the box at Christmas, she was overjoyed, and we immediately started calling Ralph’s to set up the lessons. We called more than 6 times to schedule the lessons, but we were continually put off as they were “too busy” initially. Later it was “our employees are sick.” We called every week, and we were patient. Finally we had a lesson scheduled, only to have it cancelled the night before because “employees called in sick.” They promised to call back quickly and reschedule, but we hadn’t heard by a week later. Given this turn of events, we had had enough. I took the machine back to them — it had never been plugged in - and asked for my money returned. They flatly refused. I regret having to resort to...