P.C. Richard & Son Customer Care: A Complete, Practical Guide

Who P.C. Richard & Son Is, and Why Customer Care Matters

Founded in 1909, P.C. Richard & Son is a fourth-generation, family-owned retailer specializing in appliances, consumer electronics, and mattresses with over 60 showrooms across New York, New Jersey, Connecticut, and Pennsylvania. The company is known for controlling much of its own supply chain—warehousing, delivery, and service coordination—which gives Customer Care direct visibility into orders and service tickets. That vertical integration is a meaningful advantage when you need fast answers about delivery scheduling, parts availability, or warranty work.

The corporate headquarters and central operations are located at 150 Price Parkway, Farmingdale, NY 11735. The official website is https://www.pcrichard.com, where you can manage orders, schedule service, and find store-level contact details. As a policy, P.C. Richard & Son aligns customer care decisions tightly with manufacturer warranty terms and local regulations, so having your model/serial numbers, order receipts, and delivery paperwork handy will dramatically speed up resolutions.

How to Reach Customer Care Quickly

Your fastest options depend on where you are in the purchase cycle. For order-specific questions (status, delivery windows, rescheduling), start with the Order Status or My Account area at https://www.pcrichard.com, using your order number and the phone number or ZIP code tied to the purchase. If you bought in-store, your sales receipt includes the store’s direct phone; store managers can often resolve issues immediately, especially in the first 30 days.

For general product support, warranty coverage questions, or to book service, navigate to the Customer Service section in the site footer. You’ll find a contact form and links to category-specific help (appliances, TVs, mattresses, etc.). If you prefer to speak to someone, use the local store’s phone number from the store locator on the site—calls route to teams that can pull up your transaction and coordinate with delivery or service scheduling. Keep communications in a single thread (same email or phone) so notes stay attached to your case.

Orders, Delivery, and Professional Installation

Most appliance deliveries are scheduled at checkout with a date window based on your ZIP code and product availability. You can usually reschedule via the Order Status page up to 24–48 hours before the appointment without penalty; closer changes may require a new route date. Expect a delivery window (commonly a multi-hour block) with a day-of confirmation. For large items—refrigerators, ranges, laundry—measure doorways, hallways, and stairs carefully, including turns and banisters. A 36-inch doorway typically clears most standard 30–33-inch appliance boxes, but trim, handles, or narrow hallways can complicate fit.

Installation services vary by product and location. Standard hookups for washers, dryers, dishwashers, and ranges are available when proper connections, shutoff valves, and power outlets are in place. Gas appliances often require licensed installers and may include additional parts (flex hoses, gas line adapters) not included in-box. Haul-away of old appliances is offered in most markets and is usually added during checkout or confirmed with the delivery team; pricing and availability depend on local regulations and the item type.

Returns, Exchanges, and Price Considerations

Return and exchange timelines vary by product category and condition. New-in-box small electronics and accessories typically have the most straightforward returns; large appliances and TVs often require inspection at pickup or delivery. The best practice is to inspect your item upon delivery and, if there’s visible damage, refuse it on the spot so a replacement can be scheduled without a second pickup fee or delay. If you discover concealed damage after the crew leaves, report it immediately—ideally the same day—and take timestamped photos of the box and the issue.

If you’re shopping a major holiday sale (Memorial Day, July 4th, Labor Day, Black Friday), ask your salesperson about price protection before purchase; some promotions can be honored retroactively if the price drops within a short window and the item hasn’t been price-restricted by the manufacturer. Always keep the original packaging until you’re sure the unit is a fit and functioning as expected; reboxing large items without factory packaging can increase return costs or limit options.

Warranty and Service: Manufacturer vs. Protection Plans

Most major appliances and TVs come with a manufacturer’s limited warranty, commonly 1 year parts and labor from the date of delivery. That warranty is designed to cover defects in materials and workmanship; it typically excludes installation issues, cosmetic damage after delivery, or failures caused by water, power surges, or improper use. To schedule in-warranty service, customer care will ask for your model, serial number, and proof of purchase to dispatch a factory-authorized technician.

P.C. Richard & Son also offers multi‑year protection plans at checkout (lengths and coverages vary by category). These plans can add benefits such as power-surge coverage, food-loss reimbursement for refrigerators/freezers, and extended parts/labor beyond the manufacturer’s term. If you opted in, keep your plan contract number; you’ll use it when filing a claim online via the Customer Service portal or by phone through the plan administrator listed on your receipt. Take photos and short videos of intermittent problems (e.g., error codes, unusual noises), as techs can often pre-diagnose with clear evidence.

Financing, Billing, and Receipts

P.C. Richard & Son offers branded financing (issued by a third-party bank) with periodic promotional terms such as 12, 18, or 24 months special financing on qualifying purchases. Read the promotion disclosures carefully—most “deferred interest” offers require on-time minimum payments and the balance paid in full before the promo end date to avoid interest charges retroactive to the purchase date. Your receipt and monthly statement list the promo code and end date; set a calendar reminder 30 days before expiration.

For billing questions on store financing, contact the lender via the phone number on the back of your card or your online account portal; for questions about posted payments, tax amounts, or duplicate transactions, Customer Care can review the store invoice and payment batch records. If you need a copy of your invoice for warranty or tax purposes, use the Order History in your pcrichard.com account or request a PDF from the store where you purchased.

What to Have Ready Before You Call or Chat

Arriving prepared shortens your call time and reduces back‑and‑forth. Gather the details below and attach photos/videos when submitting via the contact form.

• Order information: order number, purchase date, delivery date, and the phone number/ZIP used at checkout.
• Product identifiers: brand, full model number, and serial number (found on rating plates—refrigerators: inner liner/side wall; washers: door jamb; ranges: frame under cooktop or drawer; TVs: back panel label).
• Condition notes: delivery crew’s name (if available), packaging condition, damage photos, and any error codes displayed.
• Installation context: gas/electric type, outlet/voltage, venting type, water shutoff accessibility, and any prior modifications.
• Protection/warranty info: manufacturer warranty start date (delivery), protection plan contract number, and service history if any.

Escalations, Timelines, and Realistic Expectations

For straightforward issues—rescheduling a delivery, adding haul‑away, or obtaining a copy of your invoice—expect same-day resolution. For parts-based repairs, factory-authorized service centers generally quote 3–10 business days depending on part availability; high-demand components or backordered items can take longer. If your appliance is completely inoperable (e.g., refrigerator not cooling), ask about priority scheduling and temporary remedies to safeguard food or prevent water damage.

Escalate when promised callbacks lapse, parts ETAs slip repeatedly, or multiple service attempts fail to correct the same defect. Keep a concise log with dates/times, names, and summaries of each interaction. If you purchased in-store, a brief, factual email to the store manager with your notes often accelerates coordination between delivery, service, and vendor teams. As a last resort on repeated failures, review your protection plan’s “no-lemon” or replacement criteria; many plans specify a replacement after a defined number of unsuccessful repairs on the same defect within the plan term.

Privacy, Security, and Document Storage

Create an account at https://www.pcrichard.com using the same email/phone you provided at purchase to unify online and in-store records. Store scanned copies of receipts, service tickets, and protection plan contracts in a secure cloud folder with the product’s model/serial in the filename. This makes reorders of filters, accessories, and parts faster and ensures any future claims process proceeds without delays.

Never share full credit card numbers or photos of payment cards over email or chat; customer care will only need the last four digits to locate a transaction. When disposing of appliances, wipe smart TVs or connected devices to factory settings to remove personal data, and keep a record of the pickup or haul‑away in case you need proof for building management or municipal recycling rules.