Berríos (Mueblerías Berríos) — Local services in San Juan

I recently purchased a refrigerator from Mueblerías Berrios, and my experience has been extremely disappointing, both in terms of the product issue and the company’s handling of sensitive customer information.

On December 24, 2024, we received our refrigerator. As we began removing the tape and arranging the shelves, one shelf showed signs of damage sustained during transit. When we attempted to install it, the shelf shattered into small pieces.

The delivery personnel witnessed the incident, and I immediately contacted the Hato Rey location, where I was directed to customer service. Since it was Christmas Eve, I was told I’d have to wait until Thursday, but no one from the service department followed up.

Instead, the store contacted me with a question about the delivery. I spoke with someone in the store, who was very helpful and advised me to contact support again. Unfortunately, my experience with customer service was terrible:

I waited over 20 minutes on hold only to be connected with an agent, Yamaris, who seemed rushed and annoyed. The call dropped multiple times, and when I finally reconnected, Yamaris was dismissive and sarcastic, ultimately hanging up on me when I asked to speak with another agent. Despite my reporting the issue at the time of delivery, Yamaris claimed there were no notes on my account, which added to the frustration. What’s worse, Mueblerías Berrios is putting customers’ sensitive information at risk. They asked me to send private bank information via unencrypted email, a highly insecure practice that violates both U.S. federal laws and Puerto Rico’s data protection laws, including:

Gramm-Leach-Bliley Act (GLBA): Financial institutions must secure sensitive customer data. Requiring unencrypted email transmissions fails to meet these standards. Puerto Rico’s Data Breach Notification Act (Act 111-2005): Mishandling sensitive data increases the risk of interception, potentially triggering a breach notification. Federal Trade Commission (FTC) Act: Asking for sensitive data via unsecured email could be considered an unfair or deceptive practice. Payment Card Industry (PCI) Standards: Transmitting unencrypted financial information is a violation of industry best practices. Requesting sensitive bank information in such a manner exposes customers to identity theft and fraud. This lack of regard for data security is unacceptable and puts their clients' privacy at significant risk.

I expected much better from a company like Mueblerías Berrios. Not only did they fail to address a clear product issue, but their poor customer service and insecure processes left me deeply dissatisfied. I hope this review encourages them to review their policies, prioritize professionalism, and ensure they follow legal standards for handling...

Buyer Beware!!! We were very excited to get our first brand new beautiful (very expensive) refrigerator only to get one that had damage to the outside and upon further review looks like it was one of the ones they put on display at the store. The delivery people made a note of it on the papers and told us to call customer service for a partial refund or exchange and left. My husband has been calling customer service all week and getting the run around only to be told they will only refund $70 on this refrigerator with a $3,000+ value because that’s their policy and the delivery people didn’t report it (which I have no control over and made it sound like we are lying). We paid $100 for delivery because we wanted it to get there safely and now the “refund” they are trying to give doesn’t even cover that. They took no repo stability and basically are making it seem like we are lying. We even said we were willing to get store credit since we still need to buy more appliances and furniture, sadly we will not be buying there since they cannot be trusted to be respectful of their customers and take accountability for their mistake. Don’t spend your money here or you would be gambling with it, everything in this store is very pricey so don’t risk it. We are weighing our options still but sadly I’m not sure what we can do and if there’s someone we can report this to since it seems like really bad business practices. Also in case you’re wondering the delivery people seemed to just wanna leave very quickly and made no attempts to take the refrigerator back they told us to call the store to deal with it. Very disappointing and stressful start to what should’ve been and...

The store is very easy to locate. It is very close to Plaza Las Américas, San Juan's most popular shopping mall. The store has quite a large parking lot. Parking is free, but we saw no guard supervising the lot. Although the parking lot is adjacent to the main building, you have to cross a small street in order to reach the main entrance. Keep that in mind if you have some trouble walking. Upon entering the store, we were immediately greeted by two employees. Both offered to take us to the electric appliances section, and they themselves decided who would be helping us. We purchased a 30" stainless steel, four burner electric stove with a convection oven that also works as an air fryer. Fortunately for us the price was much better than we expected and they had it in stock. Also, the store offers delivery and appliance installation. It'not free, but it wasn't costly, either. As I write this, our stove hasn't been delivered yet. Will try to update once it gets here. Overall, we are very pleased with our...