written by sueb10lee on 09/05/2023
we wanted a nice loud system to enjoy our weekends went to the t/wells store and explained in detail what we wanted , they sold us the amp tuner speakers etc.After many returns with the equipment as failing to provide what they said it would we then spent time exchanging and purchasing new items including more speakers.Again the system failed and we were told we were playing the wrong music , at the wrong volume ?? ok start again different amps again the speakers blew sent for repair and they were damaged in transit new speakers were sent out to last a couple of weeks and failing again.Took to the shop which is an effort as they are floor standing speakers , offered the packaging to be told not required, three weeks later the store ring and we were thinking great speakers ready for collection ,,, no ! they wanted the boxes ,took the boxes to them and now 5 months later still no speakers !! i have asked twice now for an update and still not heard a thing.Now i could walk to France and back in that time .We are also left with a sub woofer that we were advised to buy that only works at 25% as the amplifiers they have now sold us do not support a sub ??!! do they know what they are selling ? not at all they seem to just be happy to take your money then the after sales is rubbish !!!
written by on 01/05/2023
My CD player would not play via amplifier connection after the decorators had moved it. And there was a problem with a missing connection in one of the speakers. The staff at Southgate resolved the issues AND did NOT charge a penny. Amazing service. Rarely found in this day and age. Thank you Soutgate staff! I can enjoy my old CDs once again ???? Date of experience: 30 April 2023
written by Benjybro9 on 15/03/2023
Bought a Samsung TV from Richer Sounds back in January 2020 with 6 year guarantee. Now the TV has developed an issue with there being bright areas on the edges and in the centre. Richer sounds technical advisor told me that my TV would be worse off having a repair. I have posted this issue online on forums and was informed that it is the LED diffuser lenses that have most likely come away inside and an easy fix for a professional technician. Richer Sounds Guarantee is not worth purchasing a TV from them if they cannot follow through on their promise and do not trust their technicians to return the tv in a better working condition. Myself and my wife have purchased many TV’s and products from them, and recommended family who have also purchased tv’s here, but I will no longer support them because of their failure to support me the first time I have an issue with a product inside their 6 Guarantee.
written by 462Myrick on 23/08/2022
Appalling company, we would never buy from them again. They attempted to charge for delivery whereas the television was advertised as "FREE" delivery. The actual delivery was problematic throughout, the drivers were rude, unfriendly and in so much of a rush they damaged the staircase wall. Richer Sounds excuse was that deliveries times are scheduled and they don't have the time to be polite and careful in customers properties. They refused to compensate us for the damaged wallpaper say that the wall looked like bare plaster even though we are disabled pensioners incapable of doing any DIY. After much argument Richer Sounds reluctantly agreed to refund the incorrect delivery charge, adding that we could buy a tin of paint with the refund. Their moto is ""We genuinely want you to be a customer for life". Well they failed miserably in our case.
Written on: 25/08/2022
Hi,
Thank you for your review, although I was sorry to read your comments following a recent purchase you made from us.
To clarify, the Samsung QE65QN95a which you purchased is a ‘last few to clear’ item which usually can only be collected from the store holding stock. Whilst the vast majority of items are available for delivery, unfortunately due to cost and size this product cannot be mail ordered from or transferred between stores which we very clearly advertise on the product page of our website. However, in attempting to go above and beyond, the Plymouth store did agree on this occasion to arrange a 3rd party courier to collect and deliver the item actually charging you less than the courier charged us for the service.
I’m sorry you felt the courier themselves were impolite and can only apologise for this, I understand however that at the point of delivery you requested they also remove your old television from the wall for you which they agreed to do, even though this is not a service they offer. As a specific amount of time is pre-allocated for each drop on their route this possibly explains their brevity.
We have now refunded any costs you paid for delivery plus further compensated you for the small mark to your wall which reported the courier had made. As agreed with you this has been processed as a credit towards your finance agreement. Should you wish to discuss any aspect of this further please contact me directly.
Regards
Tom Griffiths
Head of Customer Service
Richer Sounds
Written on: 26/08/2022
You keep referring to "last few to clear" delivery charges apply, but as I have said numerous times nowhere did your website advert state anything like that. You have since admitted that the advert I responded to when I purchased the television did offer FREE delivery but you are now back tracking saying it is an IT flinch because I used a mobile phone. What absolute and utter nonsense.
More importantly, the refund you say has been paid credited is untrue. To date the loan account shows no such credit so you are also being untruthful in this respecy
You company is a shambles and the poor service and attitudes obviously steps from the very top. I would never recommend Richer Sounds or ever bit from you again.
written by 573miriamg on 07/03/2022
Excellent service from a very professional Branch Manager at Prestwich Store, very helpful. Also received a first class service from Richer Sounds Service Dept. Gave me great advice which enabled me to fix the problem straight away.
written by freemansteve on 21/10/2021
Bought Cambridge Evo 75, B&W 606V3 speakers and a pair of subs. At the last minute I decided to change the order as I noticed the prics of Q Acoustic 3060s had dropped - no problem; the order arrived next day and was correct. Very happy with the service Richer gave me. And I love the idea that the business is part employee owned - if only more retailers had the same model, then living in the UK would be far nicer!
written by thehomecorrespondent on 20/10/2021
I made an online purchase of a Denon Tuner with a Goodmans surround sound speaker system which I had installed whilst building a new room - but did not use them for about 4 weeks. When placed live after a day or two of working the Goodmans sub-woofer wouldn't power on. I contacted Richer Sounds online customer service at 3pm on a Friday afternoon, the day it happened, they arranged an immdediate appointment for me to attend their shop in Southgate and by the Monday morning I was back at home with a suitable replacement. Impressive service from a retail chain that it is a pleasure to deal with.
written by on 21/05/2018
After much deliberation, I popped into my local Richer Sounds shop in Bath and was greeted by Will. Cut a long story short, Will and the rest of the team are very knowledgeable, excellent at looking after customers and incredibly professional. I have bought stuff from this store for some six years now and each time the team have looked after me. So a big thank you - you guys are an excellent example of what Customer Service should be like. A special thank you to Will for spending over an hour with me explaining the pros and cons of each tv that I was looking at. In the end I bought a Sony AF8 and it is brilliant.
written by Pablo439 on 18/05/2018
I have just bought a Panasonic TV and sound bar from your Prestwich store and i was really impressed by the person who served me, he was so helpful and informed in all areas to my questions . i would certainly recommend a visit to the Prestwich store ask ask for the person I dealt with.
written by nigeltandy on 28/04/2018
After buying a Bluetooth turntable for my daughter which she absolutely loves ( great that kids now love vinyl again ) I went back to the shop for some advise on my existing system . The guys were super helpful even though I was not about to buy anything at that time ! Would definitely recommend them!
written by wxPugh340 on 06/04/2018
I understood that Richer Sounds had a reputation for good customer services however this was certainly not my experience. We bought a £500 LCD television from them in the sale and then stored it in a safe place until work on our house was finished. Upon unpacking and turning on the television that TV display was cracked. Richer Sounds customer service were frankly rude and implied that I had damaged the TV myself even though I sent them pictures which clearly showed the protective wrapping still on the TV. Moreover the record from their courier documented that the box was damaged upon receipt. We were not called back when it was promised that we would be and their team were exceptionally arrogant and smug. In future I will take my business to John Lewis!
Written on: 13/04/2018
Thank you for your review, although I was sorry to read your comments.
Customer Service is our top priority so it’s obviously disappointing to learn of any occasion where we have a dissatisfied customer.
We do ask our customers to check and confirm the condition of delivered goods within a reasonable amount time. In this case, the TV was delivered over 4 months agao and that is why we’ve been unable to offer a replacement on this occasion.
So I may get some more information and hopefully resolve things directly with you, I would be very grateful if you could you contact me.
Many Thanks
John Clayton
Operations Director
Richer Sounds
written by Precious228 on 05/06/2017
Avoid this store like the plague. He would have done a better job. I won't go near the place ever again. The usual UK contempt for customer service.
Written on: 05/06/2017
Hi there,
Thank you for your review although I was sorry to read your comments and offer my sincere apologies.
Customer Service is our number one priority so it’s of course disappointing to read of any occasion where we have a dissatisfied customer.
So that I may investigate the matter further and resolve it to your satisfaction would you be so kind as to send me a message via the contact us section of our website with your details?
Once again, I offer my apologies, I look forward to hearing from you soon.
Many Thanks
John Clayton
Operations Director.
Richer Sounds
written by on 25/11/2016
I've bought the a Samsung Tv model UE55ks7000 on the 17-11-2016 and a Denon AVRX 520BT on the 18-11-2016. On the day of these purchases I was told that if these items where going to be reduced on Black Friday they would refund the difference. Well guess what? Both reduced Tv by £40 avr by £20 only offered me refund of £20 for the avr not the Tv. Their excuse was it was a pouches older than 7 days. I think it's an absolute rip off and will not recommend any one to deal with these ametures not at all happy
Written on: 28/11/2016
Hi there,
Thank you for your review although I was sorry to read your comments and offer my sincere apologies.
Customer Service is our number one priority so it’s of course disappointing to read of any occasion where we have a dissatisfied customer.
So that I may investigate the matter further and resolve it to your satisfaction would you be so kind as to send me a message via the contact us section of our website with your details?
Once again, I offer my apologies, I look forward to hearing from you soon.
Many Thanks
John Clayton
Operations Director.
Richer Sounds
written by JazlynDugan1958 on 28/10/2016
Needed a new TV as we've just recently moved house so plenty more space to have a larger screen mounted on the wall. Called to see what they could recommend for my budget and to meet my needs. After about 20 minutes of chatting to the advisor, he suggested a 55" OLED LG TV which will be great because we love our films and as an added extra we get SkyQ included for 12 months, which has saved us even more money in the long run. Can't fault them for their knowledge.
written by molly1155 on 31/08/2016
My TV broke and was recommended richer sounds clearance as a place to get a good refurbished bargain, so I looked and found a 60 inch sharp refurbished TV for £299 in Hull, I rang hull and they said yes we still have that TV and I reserved it. All this went fine until i did the 120 MILE ROUND TRIP to collect the TV. I arrived and he brought the box out, opened it and it had the wrong TV in so he said he would need to speak to the warehouse and find out where the TV is but as it was the bank holiday I would have to wait and they would ring me, so i was left without a TV. I waited and called a few times until 5 days later I once again called customer service and as the manager in hull was off i wanted an update.... HERES THE UPDATE, THE TV DOES NOT EXIST it was a TV beyond repair but someone logged it on the computer as refurbished and logged as sent to Hull to be sold, so because of richer sounds i went out and bought 3d glasses ready for the TV i waited 5 days without a TV and I had to do all the chasing up as they could not be bothered to call me back. I asked if they could do me a deal for another TV but the answer was no not at that price, I had to give it 1 star but really it should be a 0 star as I have come away with no TV just a 120 mile round trip. Thanks
Written on: 23/09/2016
Thank you for your review although I was obviously sorry to read your comments and offer my apologies.
Customer Service is our top priority so it’s obviously disappointing to read of any occasion where we’ve dissatisfied a customer in such a manner, of course the correct TV should have been in the box as advertised and the store should have been more prompt in keeping you updated with a resolution following that discovery.
Please be assured that we do take such complaints seriously and I will be sure to investigate with the both the branch and warehouse managers to see how this was allowed to happen and ensure steps are put in place to prevent the same reoccurring in the future.
I understand you’ve been in touch with my Customer Service Manager who is in the process of resolving this for you.
Of course if I can be of any direct help feel free to contact me via the customer service contact form located within the contact us section of our website.
Many Thanks
John Clayton
Operations Director
Richer Sounds
written by glennfaulkner on 06/02/2016
Went and bought a TV yesterday (Friday) and being a tight so and so opted for the free 3-5 working day delivery. Imagine my surprise when on answering the door today (Saturday) here was my telly. Fantastic service, thanks folks.
written by LinesLyons on 12/01/2016
What a great experience, after dropping my amp for repairs, it came back 3 days later and the best thing was that I didn't have to pay! The sales service has always been excellent but the proof of whether a company really cares about its customers is when there are problems and I'm pleased to say that Richer Sounds lived up to its reputation. 5*** service. Couldn't ask for more.
written by Robinsonpd316 on 30/12/2015
the person I dealt with was brilliant. He fixed my hifi in Bromley when other stores couldn't help.
written by Trent481 on 08/12/2015
i purchased a philips soundstage online from richer sounds the item arrived but without a paper receipt and no online receipt up to now i have made 5 attempts to contact richer sounds and i have not received a reply from them they where fine taking my money but now i have no receipt from them to use the 6 year warranty that i purchased from them this is no way to treat a customer so people do not be swayed by richer sounds offering you a 6 year warranty because you may end up like me without any warranty i tried to write a review on richer sounds website but up to now it has not been published because it is a negative review of richer sounds
Written on: 09/12/2015
Thank you for your review although I was obviously most concerned to read your comments and offer my sincere apologies.
Customer Service is our top priority so I’m at a complete loss to explain the issues you’ve had trying to obtain your receipt and guarantee forms.
So that I may investigate what’s gone wrong here and of course ensure the matter is resolved to your satisfaction by getting you your guarantee, please would you email me with some more information?
Meanwhile, sincere apologies once again and I look forward to hearing from you soon.
Many Thanks
John Clayton
Operations Director
Richer Sounds
written by jobubb on 29/08/2015
We spent a long time discussing our technology needs we were given excellent advice on our current setup and the best products to buy in our price range. We bought a Panasonic 50 inch TV, (3d mode as a bonus) and a Yamaha sound bar. We were given a demo of the items and all functions were check to make sure we could fit all our other products within the new setup, wii, Xbox and sky box. We were given so much time and advice, the service was excellent. The TV has an amazing picture, I didn't think the picture was bad on our old TV, but it doesn't compare to the crisp quality of this on. The Yamaha sound bar, has taken our experience to another level, I can mumbling actors and speech even when the background music is too high.
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As rated by our community of reviewers
Sueb10Lee's Response to sueb10lee's Review
Written on: 10/05/2023
Issues hopefully all sorted now just awaiting delivery of the speakers a big thanks to the guy at head office !
Richer Sounds's Response to sueb10lee's Review
Written on: 26/05/2023
Hi,
Thanks for your feedback. Firstly please accept my apologies for the delay in your repair which I have now successfully arranged to be returned. I do recall your issue from when we last spoke in 2021. At that time to resolve the problems you were experiencing and following feedback from the store we suggested you move towards a professional audio/PA system which would be much more competent at handling the power levels you require. I think that to try and ensure these issues do not persist it may be prudent for us to explore this avenue again. Please contact on the Richer Sounds email address so we can revisit this.
Head of Customer Service
Richer Sounds