Premium Home Source Reviews 332

Had issues with unused line set and needed to go bigger. Issue was handled immediately. Also had some other questions that were answered in a timely manner.

Great communication. Expedient delivery.

Getting our new Mr Cool mini split installed!

First of all, I went to Premium Home Source because my order was cancelled due to stocking issues from another large brand name store. Looking at the website, I easily found the range I was looking for. I had a couple of questions and they were answered promptly via the chat service. After ordering the range, a tracking link was sent by the shipping company. Somehow they got my phone number wrong and were not able to contact me. Once I noticed failed attempts at contact, I called the shipping company and the phone number issue was corrected. The range was delivered on the day and time window promised. The range was placed "in the first doorway" as promised. After unpacking no external damage was noted. As my contractors are still working on the post-fire renovation, the range has not been not installed. I do now know how it will work once installed.

Everything made the experience great. The website was easy to use and find the product I was looking for. The support chat was extremely helpful and quick response time was amazing. Support was able to answer all my questions quickly and concisely to help me make decisions on what I needed.
I was a little concerned about the delivery as there were many warnings about not accepting anything from the delivery driver if damaged. Come delivery day and no damage, thank goodness. Was extremely happy with the delivery process, great communication. I had further questions about the product and chat again, was super quick and helpful! I would highly recommend Premium Home Source.

Thanks to PHS! Was very pleased to see how well the pallet was packed to protect from damage. Worked with Wendy on a line set exchange. She was more than willing to work with me. Thanks again.

The website is straightforward to navigate and makes evaluating brands. their component options, and pricing thorough and easy. The chat option was extremely helpful and expeditious in getting specific clarifications and answers to questions about price, availability, delivery, and appliance components and bundles. The chat representative was friendly, courteous, professional, and knowledgeable.

I purchased an entire Zline package from PHS about 2 months ago and now that we've had a chance to regularly use all of the appliance, I wanted to write a review with how pleased we are with our purchase! First of all, we got an amazing deal at PHS - called in and they helped me made a custom package. All of the appliances work better than advertised! We especially love the microwave with the convection oven feature - so convenient! We went with the champagne bronze trim and happy we were able to match that on each product we got - really pops in the kitchen! Overall, after a few months of use, very very happu with our purchase. Thank you PHS!

Extremely easy shopping at Premium Home Source for my MRCOOL mini split system. I went with this model because the lines were all pre charged and the DIY made it easy to install. The shipping was much faster than expected - most other retailers had several delays this time of year, but PHS came through! They helped me create a custom package through their chat function - and got me the exact size I needed. I actually made a mistake on one of my line sets and when I called I , they were able to correct it immediately and didn’t lead to any delays. Highly recommend MRCOOL and PHS!

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

Our Fridge came damaged from the shipper. We refused delivery as instructed and a simple email to PHS and all was good to go...especially thanks to Wendy for her support.

The unit package came and no issues with any damages or missing pieces. Installation was good but the customer service is what stood out the most.

I was having issues with condensation running into the front of the unit and dripping down the wall. I made a call to customer service and they were prompt with a response. Was able to pinpoint the issue and it was resolved quickly.

Wendy answered my questions

I ordered 2 Mr. Cool full system heat pumps. Delivery was quick and everything was as it should be. When it came time to install, I couldn't find two important parts. Not sure if I lost them or they were not in box (I probably lost them). I told Premium Home Source that may be the case... they sent me replacments next day! Fast response, fast service, amazing company! Heat pumps are ROCKIN!

Premium Home Source has made this purchase a breeze. The staff have been very responsive to our questions and the price was great. This purchase was made for a church kitchen, the gas range and price had to please several people. Everyone is very happy with the range and hood. pictures will follow installation.

I love my new range. It is beautiful & cooks fast & great. Happy with my purchase.

Super fast shipping & excellent customer service.

Even though the website said the appliance package was in stock, it took over two months to receive all 5 pieces. Customer service always responded to my emails, but response was vague: ex "I will check with vendor." Then I would hear nothing until my next email. This went on for months.

Update: I was contacted about my buying experience. The company did fully explain some of the complications (outside of their immediate control). I was impressed that they followed up and genuinely wanted to make the situation whole. That's rare these days.

The customer service was fantastic and bent over backwards to help me return a part that I didn't need. They were very understanding and gracious.

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

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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.