Premium Home SourceReviews of premiumhomesource.com

Website said appliances were in stock, but it took 4+ weeks to get them. Once delivered, 2 of the 3 were damaged and I had to turn the shipment away. The one that wasn't damaged turned out to be defective so I asked to return. PHS passed me off to the manufacturer (Forno) who in turn, passed me back to the retailer (PHS). Neither company will reply to my inquiries. Now I'm out several thousand dollars and have a defective Forno range that doesn't work.

I had a truly disappointing experience with Premium Home Source. After placing an order and waiting weeks without any updates, I was informed by FedEx that they had made multiple attempts to pick up the item but were unsuccessful. They advised me to contact the vendor. Meanwhile, Premium Home Source kept telling me to contact FedEx, creating a frustrating cycle of miscommunication. Despite my continued efforts, Premium Home Source finally informed me that the order would be processed and take an additional two weeks. I told them I needed to cancel the order since it would not arrive in time, but they failed to do so. Despite repeatedly requesting the cancellation of my order before it was shipped, my requests were ignored. The customer service team seemed indifferent to my concerns and showed a complete lack of regard for customer experience. When I asked to return the item, I was met with a restocking fee and strict return conditions, despite the clear mishandling of my order. The entire process was frustrating and left me feeling undervalued as a customer. I will not be using Premium Home Source again and cannot recommend their services to others.

Website was great and claimed to have faster shipping than other places but that was not my experience. Did not receive tracking information on my order and had to contact them. The shipper they used was terrible and ended up having to drive 3 hours to pick up my unit. Then only to get it home and discover it was missing pieces. When contacting them on the missing pieces has to wait 3 days to get a response. Finally had to contact MrCool direct to have my issues resolved. Going on 3 weeks since the order and still waiting to be able to install. Overall would not use this company again. Overall

UPDATE We decided to order $5500 worth of merch for our kitchen update and booked movers to install them in spite of Premium Home Source's frustrating lack of customer service. We figured, okay, this is how the service model is going and we want this product (after exhausting research--pun intended). This morning (24 May 2024) we received this letter from them: Hello Amy, Unfortunately, after reviewing your delivery requirements, we regret to inform you that our shipping team is unable to deliver to your second-floor condo. As a result, we must cancel your order. We sincerely apologize for any inconvenience this may cause. We understand how frustrating this situation must be, and we deeply regret that we could not meet your expectations. We strive to provide the best service possible, and it is disheartening when we fall short. We recommend checking with other dealers who may be able to fulfill your delivery needs. We are confident that you will find a provider who can accommodate your requirements. Once again, we apologize for the inconvenience and appreciate your understanding in this matter. Best regards, PHS Customer Support Team ----- PHS Sales Team Contact us via: E-mail: sales@premiumhomesource Phone: (800) 805-7102, Extension 1 Live Chat We wanted to love this company but they do not install or even deliver into the house. After six back and forths to attempt to understand why their website said FREE IN-HOME DELIVERY ON FORNO ITEMS, but they refuse to deliver inside, let alone install, they a) could not explain their weird definition of free in-home delivery before b) they simply said they would not deliver into our condo. FALSE ADVERTISING. Incredibly frustrating experience with 'customer service,' which was woefully absent in this attempt to be a customer.

BE AWARE! Please don't buy from them: poor customer service and extreme return\exchange policy. If I knew their return\exchange policy and how they treat customers, I would have not bought anything from them.

Ordered an under-counter icemaker from Premium Home Source on December 18, 2022 and a promise of a 5-15 business day delivery. No status updates, no help - and when I finally contacted them on January 4th, they claimed they'd shipped the ice maker but had no tracking info. My attempts to get said tracking info (or any other documentation to prove that something had been shipped) were stonewalled and after a week of the runaround, I went ahead and disputed the charge with my credit card company. The last conversation I had with one of their representatives was typical: "It's the holidays, we're delayed, sorry."

The Thor Company is an American Company. The Premium Home Source Store which works together with Thor Store sold me a broken Thor gas range manufactured in China. The box was in good condition but the range had damage inside the box. It is a big problem to return money back, exchange, or send back the broken range with these two stores.

I placed an order for a vent fan that was listed in stock on Sept 21, I did not receive shipping confirmation, I contacted the company on Oct 4 and was told there was a change in shipping management and it was in stock and would be shipped out. On Oct 5 I received notice from Fed Ex it had been shipped. On Oct 13, Fed ex tracking stated label had been generated. I again contacted the company who stated it had not been shipped and could not explain why. I cancelled order and did receive a refund.