Pieratt's — Local services in Richmond

This is very long, but make sure to read the ending if nothing else. I have a reasonably high-end dishwasher that I purchased from you (among multiple other appliances, electronics and furniture) that was under coverage by your extended warranty program that had quit working. I called your service department to set up service on the unit and was given an appointment in approximately 3 weeks, which seems an extensive amount of time to wait, but whatever. The tech arrived at my home (I had to take time off work to be there) and spent about 15-20 minutes diagnosing the issue without ever pulling the unit out and informed me I had an issue with my house electric supply feeding the dishwasher and would need to have an electrician fix the problem. This seemed odd, but I had no choice, so I had an electrician come to check and lo and behold, there was no house supply issue. I called your service department back and informed them of this and asked for a new appointment and was told it would be another approximately 2-3 weeks. The next appointment came, and when the tech arrived (my wife took off work to meet him), diagnosed the issue and told her he would need to order parts which would take 1-2 weeks to get. After a week or so, I received a call informing me that my parts were in and they would get me on the schedule in, I think about 2 ½ weeks. I was very upset about the wait and spoke to the service manager who informed me he felt it would be “unprofessional” to re-arrange his schedule to accommodate getting to us quicker.. I complained and after a few days was called back and had an appointment I think in the next day or two. My wife took off work and guess what, tech was a no show and appointment was cancelled. I was told again that it would be another 2-3 weeks for an appointment. At this point we asked to speak to the owner. After speaking to Graham Jones (co-owner), we had our next appointment moved up to the following week. On the appointment day which again, my wife took off work for to wait for him, we waited to the end of our maintenance window and had not heard from anyone. When we called, we were told he was stuck in traffic and would be there in approximately 30-45 minutes. After that time expired, my wife called again and was told he was at the Lexington office getting parts for his calls the next day (WTF) and would be another 30-45 minutes. At this point, tempers flared somewhat and Mr. Jones made the smart a$$ comment “ well, do you want him to come or not?” and was told in no uncertain terms no, not at this time. When we called back to try and smooth it out and get a new service scheduled, we informed that Mr. Jones had told the staff to cease talking to us and would no longer provide the service he was contracted to provide. At this point, I called another service company, received an appointment in 3 days, met the technician and in 45 minutes, he had the dishwasher working. No parts were needed. The problem was a wire that had vibrated loose over time, due to not being properly secured during the installation.. By Pieratts!. So, what I have learned is that your business is really no longer Pieratts. Your service department is unqualified and inept. Your service manager has no clue how to run the department and your owner is a condescending a$$. You only purchased the right to keep using the name when the business changed ownership a few years ago. The Pieratts family would be very disappointed with how you...

Paid over $3,000 for a gas oven and a microwave in October 2021. We paid it in full at time of purchase. Microwave was in the store but we were told the oven would not come in for three months. Waited six months to the day (April 2022) and called the sales associate. He said the oven was in but the order wasn't filled because they didn't have the microwave. I asked why not, and he said another sale associate had sold it to a different customer and the microwaves were on back-order until December 2022. I said that was unacceptable and he promised to see what he could do and call me back the next day. He did not. I called back the following day and he promised to call me back by Friday (in two days). He did not. I called on Saturday and was told the sales associate had just left, so I spoke with the shift manager. The shift manager promised to call me back by Monday. He did not. On Tuesday I called and spoke to the store manager and told him everything. He was courteous, responsive, and polite, and we got the oven and microwave two weeks later. The oven did not work. It took three maintenance visits to fix it (technician was very professional and polite). Each maintenance trip was 3+ weeks apart (first wait on the parts to come in, and then scheduling is 12 days out). We were finally able to first use the oven ten months after we bought it. The day it was fixed I called LG to request the warranty be changed to begin on that date. They refused and told me the store should have contacted them, and there was nothing they would do now. I called the store and was directed to the same shift manager who promised to call me back the next day. He did not. I became frustrated and gave up, thus losing nearly half of my service warranty time. The store manager was great but we did not have a good experience with the sales associate or shift manager. I doubt we will go back for any...

Me and my wife recently bought a bed and head board here . Service was great during the purchase and we even had everything installed when they delivered. Which is the only reason why I gave them 2 stars. In reality, the one thing that these people couldn’t handle was a small $50 bracket to attach the headboard. Since they forgot to include it on the truck on delivery day, it had been ordered again and i was given a time frame. I called and just checked after another week, which by the way, from initial purchase to this point was over a month, I was told yet again it may or may not be on the truck delivering to their store. We decided that we would just get a refund and I bought my own. We now know that this head board in particular is not compatible with universal brackets and I’m sure the sales person just now figured it out too. So we’re stuck with a head board we can’t use because we weren’t told from the beginning that it doesn’t work. If you buy from here and have to order something, you might want to cross your fingers. Can’t blame the whole store. Probably just poor management and obviously poor communication with their contracted delivery service which is top...