" i got my tv in the end but it was not all rosey. i got in on a great deal for a tv at pauls. i had some problems with my credit card on the website so i called and got a super enthusiastic rep named John. Made the whole process very smooth and did not try to hard sell me on anything. He sent me a personal email with the details after and said if i need anything to contact him. at this point i was very happy with my decision to order from them.

a few days later the price dropped to 1250 so i sent him a quick email and got a pretty quick response saying no problem for a price adjustment! additionally, my original shipping confirmation said delivery in 3-5 days. i waited and waited and saw nothing. in the end, it took 11 business days for the tv to get to me. in the mean time i wasn't credited the 10$ i was promised. another email asking about the delivery and the credit and the response i got said "ill look into the delivery". he also applied the 10$ credit after i mentioned it in the followup without saying anything.

i had purposely set aside 3 business days off of work (being delivery business days 5-8) thinking i had it lined up perfectly. well i waited and waited and nothing. I called the shipping company and while the holding advertisement bragged about flexible delivery on saturdays, i was given a big flat no when i asked. finally when delivery day came around, i begged my friend who was visiting for vacation to stay at my house on her last day "between 12 and 5". i called up and asked if they could do anything about they delivery time and they said no no, its actually 10-2. well ok. so my friend waited. and waited. nothing. i called back and asked and they said "its 12-5" even though they plainly said 10-2 the day before. i asked if they could deliver it after 5 because of the mess up and because i was at work...they said no. so i painfully snuck out of work early to rush home and get back by 4:30 just for the hope that i would be the last delivery. on my drive back at 4:15 i get a phone call and they tell me that they forgot my tv at the terminal and that it won't be delivered until 6:30 - 7:30. this was infuriating because i had just finished begging them to deliver after 5 on top of everything else.

now you can blame the shipping company, but when i talked to pauls tv first about taking twice as long for the delivery and then again to explain to them what happened on delivery day, i got no response. "John" conveniently started to ignore my emails and i havent heard anything.

so if you want to take advantage of the great price like i did, hope that you don't have AIT delivering and that you dont have to talk to pauls about anything unpleasant.

EDIT: A small update: Pauls called me and admitted to avoiding responding to me because they did not know what to say. Also, they said they have stopped using the shipping company AIT. Their original response to my feedback here mentioned this as well and has since been removed which leads me to question whether they have in fact stopped using this shipping company."

"A very pleasant order experience. The sales co-ordinator, Omar Al Masri, was extremely courteous and helpful; as was the Asst. Mgr., Edgar Martinez. Delivery was timely without any damage issues. So far - so good on the TV function. All of their call staff personnel have been trained well in customer relations."

"i call it a royal pain rather than a royal service
i have ordered a lg47lm8600 tv from a paul's tv website on 6/24/12.on 6/26/12 recived an e-mail from them with confirmation of shipment tracking number and invoice number.Two day's latter tv have arrived.unfortunately tv was damaged during the shipping.sent pictures to paul's tv customer service, tv was picked up by ups and was told new replacement tv wil be on it's way as soon as they will get confirmation that tv was picked up by ups and that where all trouble have started.i did asked Anne customer service representative to delay shippment of the replacement tv since i was going away for the 4th of july week and didn't wanted for tv to be sitting couple of days on my porch. first i was told that this is not an opion and cannot be done only after further conversation and putting me on hold for couple of minutes i was able to get the delay arranged. replacement tv came but it was apparent that this box was previously open prior to shipping (shipping label was on top of the tape that was used to reseal the box).called customer service and told them that i paid and ordered brand new tv and i'm refusing to accept this one and was told that tv i got was brand new since they only ship brand new tv's and box must have been open during shipping.i did not wanted to even open the box and asked them to arange for pick up as soon as possible and ship replacement since this is my only tv again i was asked to take pictures and send it to them for evaluation to determine if in fact the box was previously open i also asked to try to expedite the process so they could pick up the tv next day and ship replacement was told that note regarding my request was created in my account.that was on wednesday 7/11/12.Next day 7/12/12 i waited for their response untill 3pm eastern time, nothing so i gave them a call and was told that i have open the box to take additional pictures of tv itself i was pretty frustrated at that point since it meant that i will spend another weekend without tv, i was promised that they will expedite the process this time and afer evaluation of those additional pictures will schedue for pick up of the tv on friday 7/13/12 and send me the replacement the same day. came home after work took tv out the box took pictures and sent them to customer service. next day friday waited 'till 2pm eastern time no response from paul's tv ,my wife calling me to see how much longer she has to wait for ups to pick up the tv i called customer service talked to ivonne(sp?)and was told that person that i've talked to day before( gerardo)(sp?) is busy and that he will call me back in next couple of minutes.three hours went by no phone call (at this time my wife gave up waiting for ups and left the house).called customer sevice again and this time was told that managers did not review the pictures yet and i will receive phone call from one of the managers in next 3 hours, that was 5:20pm eastern time.9pm no phone call .called customer service and basically was told that managers have left an hour ago and yes they have concluded that box was in fact open before left their warehouse and i can either wait 'till monday for this tv to be picked up or i will get shipping label in the e-mail and could take this tv to the ups store myself.at this point i was really frustrated and asked him(gerardo) to have this tv picked up on monday and credit my account, i'm going to buy this tv elsewhere and to send me a confirmation e-mail after we were done talking stating that they will pick tv up monday and will credit my account back i was told that he will do that.today is 7/14/12 7pm eastern time and you have guessed it right no e-mail.for the last three days i have heard a ton of empty promises and still without tv so learn from my experience and stay away from them if you want to get tv, Paul's tv is the last place you want to go to."

"Ordered a 73" HDTV over the phone after researching the product on their website.
Very courteous and patient sales rep who answered all of my questions.
TV arrived exactly as described and it was even delivered two days early."

"I would not hesitate to do business with Paul's TV again. I was interested in a particular LG TV and found the price to be the lowest available on the internet. The order was filled and shipped quickly, I am still amazed by the TV and the service I received. The shipper waited while we unpacked the TV for inspection and even offered to bring it in. I did need to contact Paul's and resolve a problem with a credit card I used when I ordered the TV and got to talk to a real person who helped fix the problem leading me to believe that they maintain a high level of service. "

"Very solid and trustworth company! I must admit i hesitsted a lot prior to putting in my order, butit was an excellent decison! The TV came within few days and more importantly their money back guarantee is not a lie!!! 29 days after i purchased the TV from them i noticed it is for 100 dollars less. I emailed them regarding that fact and reminded them that i was promised that if there is a price change within the 30 daysf from purchase, ill be credited the difference. 4 days later the 100 dollars were credited to my account!!!

Highly recommend that store - i know that for ANY future TV purchases, ill be going straight to you guys! "

"PLEASE READ THIS BEFORE YOU EVER DO BUSINESS WITH PAULS TV.
***READ UPDATE at bottom.

Do not purchase anything from this company...this company is the worst business I have ever dealt with in my 50 years.

As a Cancer survivor, many hours have been spent with are other 2 Mitsubishi smaller HDTV's that were not bought from Pauls.
We then purchased the 92" Mitsubishi from Pauls TV- we knew what we purchased.

The delivery came on June 28,2012--the tv was DAMAGED--box was damaged in several places/OPEN & the bottom front panel appeared to be separated. We refused delivery--the delivery service told us they were not taking it back--so we called Pauls TV--the delivery company did indeed take it back after much hassle--the delivery company also had conflicting information. The delivery company said they were "nice" to unbox & did not have to. They just had to leave it in the hallway. So much for the "white glove service". We told him we wanted to unpack it--- one of the delivery people already even left. What a total fiasco. I got on the phone called the company--he had to speak to the delivery driver--the other delivery person had left--we had to wait for him to come back. I was promised several times I would get a refund since I was clear I was extremely upset by the entire fiasco.The conflicting stories from each person spoken to from Pauls TV & the delivery company made me very uneasy. Pauls TV seemed nice, I asked to be refunded since this had turned into a gigantic nightmare & I was close to tears by what all had transpired.

Later on June 28, I got another call & was told again by Pauls TV they were sorry & understood my reluctance and would refund my money that same day, June 28..

OVER? Wouldn't you also think so?

We get an e-mail July 7,2012 stating that THEY INSPECTED THE TV--THEY FOUND NOTHING WRONG WITH IT--THEY WANT TO CHARGE US A 15% RESTOCKING FEE & SHIPPING FEE! What? I called that same evening upset--they DID NOT CARE--4 of us here (my husband, myself, 1 delivery man,1 delivery driver) ALL SAW THE DAMAGE! When we called the man said it did not matter, PAULS TV DID NOT SEE the DAMAGE!! Is this bizarre? We were told it did not matter what all of us saw--it was up to them to "see the damage".

My husband took numerous pictures & ALSO HAD THE delivery company write on the delivery form that the TV WAS DEFECTIVE & RETURNED. The delivery guy did so on his own because nothing like this had ever happened to us with any kind of home delivery. These have ALL BEEN SENT to PAULS TV & this is NOT CLEARED UP!! Pauls TV DOES NOT CARE! They tell you NOT to accept a damaged TV which is exactly what we did. WE HAVE BEEN LIED to over, over & over again by the people representing this company.

I have already contacted The State Of Ohio Attorney Generals Office--Mike Dewine.Consumers should not have to put up with this kind of treatment. I rarely get upset due to a Cancer diagnosis but what if these people did this to my elderly parents? This company is a scamming company and I do not want anyone to purchase anything from such dishonest people.

I am sad for this company that they choose to rip off people in such an unchristian way. This company lacks integrity & feels they need to make money ripping off people!

UPDATE 7-13-12:

WE FEEL THIS FORUM IS THE ONLY REASON OUR MONEY WAS RETURNED.

THE TV WAS DEFECTIVE/RETURNED 6-28-2012 & OUR CREDIT WENT THROUGH TODAY(7-13-2012 --2 WEEKS AFTER DEFECTIVE ITEM DENIED). UNTIL POSTED HERE, EVERYONE WHO REPRESENTED THIS COMPANY TOLD US LIES & MANY WERE RUDE. THIS WAS ALSO NOT REPRESENTED CORRECTLY BY THE MANS FOLLOWUP--WE WERE TOLD BY 5 or 6 PEOPLE FROM PAUL'S IT WAS UP TO THEM TO SEE THE DAMAGE FOR A RETURN--NOT US OR THE FREIGHT COMPANY. IF PAULS DID NOT SEE IT WE WOULD BE CHARGED A 15% RESTOCKING FEE AND A VERY OPEN ENDED SHIPPING FEE (WE FIGURED PAULS CAN CHARGE YOU REALLY ANYTHING THEY WANT TO FOR SHIPPING--AS A CONSUMER YOU HAVE NO IDEA WHAT THEY PAY SINCE YOU RECEIVED FREE SHIPPING).

TO the rep from Pauls who wrote in the pink box:
I KNOW WHAT WAS TOLD TO US REPEATEDLY and YOU ARE shifting the blame away from YOUR company WHICH IS ALSO DISHONEST! WHAT YOU WROTE is not what transpired--SHAME on you!

We really feel this forum is the ONLY reason we did get our money back...WE spoke with this company 4 times & have MANY e-mails EARLIER THE SAME DAY THIS WAS POSTED stating it was going to be "longer" FOR THEM TO COME TO A CONCLUSION??

PAULS TV is NOT a company I will ever deal with again. AS a consumer, YOU need to think long & hard before buying from them. If they did not want to take a defective item back, ARE THEY GOING TO FIX YOUR TV IF IT BREAKS?


******WE STILL GIVE THIS COMPANY AN "F" RATING.**********

"

""I recently purchased a Samsung UN46ES8000 Smart TV from Pauls TV and was extremely satisfied with the service. I received from one of Paul's Pros, Sergio, as well as the unbeatable prices and prompt delivery. I would definitely recommend Paul's TV to anyone purchasing a Smart TV." "

"Worst experience ever!!!! Paul's TV - Hull St. location, Richmond, VA was disappointing to say the least. We purchased our very first 51" Samsung Plasma TV, Sound bar, TV stand and warranty and never received the merchandise. On the day of delivery we were called to say our TV had been dropped by the delivery team. In actuality, our TV had been sold! They wanted to loan us a TV from the store floor. We declined. Our representative, a Senior Sales Associate never called back to schedule another delivery date after telling us the TV had to be ordered and would arrive in the warehouse in two weeks. After almost a month, we still didn't have the merchandise we paid for. Nonetheless, we cancelled our order with no apologizes from the Senior Sales Associate. He lied from the very beginning just to make a sale. NEVER AGAIN will we visit Paul's TV or make a recommendation."

"Please note that I've changed my rating from one star to three stars given a recent call from Edgar Martinez (Assistant Manager at Paul's TV). The review below is the sequence of events that initially prompted me to give them a one star rating followed by updates around what they did to rectify things and make me feel better about choosing Paul's for my online TV purchase.

Paul's TV customer service and shipping is a joke. Don't buy from here if you're expecting your order to get to you within their shipping policies 3-5 days. Don't buy from here if you expect them to help you deal with their slowness. I could've walked my TV from southern California (where it ships from) to northern California (where I live in the Bay Area) faster.

Their shipping policy says an order should be processed for shipping within 48 hours and shipping should take 3-5 days (total of 7 days). I ordered my TV online on 6/25 10pm. I got an email from them the next day saying that their fraud policy requires that I add the shipping address to my card account because it's different than the billing address (pain in the butt, but okay). I did this the morning of the 26th and immediately called Paul's to let them know it was done. The customer service rep said that as soon as the call was over they would confirm with the card company that the address had been added (they would call me if there was a problem verifying the account - no call). I looked at the shipping status the next day (27th) and nothing had changed. I called Paul's to see what was going on and they still had not called to verify the address. The customer service rep said that they would do it and call me back - they did but this was one day lost due to them not doing what they said they were going to do. The request to ship went to the shipper at 10am on 6/28 - 60 hours after the order was placed (policy says 24-48 hours). Keep in mind that the fraud protection is their policy and should be included their processing times. Also what's up with me having to call them to remind them to verify the address for their policy?!

Also keep in mind that the order is staying within California (shipped from CA to a CA address) so you'd think that shipping would be on the lower end of 3-5 day policy range...it's not going across the country. So after finally thinking that I got through the processing funk the shipping status stayed as "Picked Up" (vs. "In Transit") from 6/28 to 7/2 when I fianlly saw an estimated delivery 7/6 (this is 11 days after the order date). I called Paul's customer service asking them what's taking so long and got a smug agent first trying to convince me that everything is fine. "Our shipping policy says estimated 3-5 days" meaning that their policy is worthless - what their saying in their policy is that it could take a month to deliver your TV because 3-5 days is just an estimate...so they really have no policy. The agent agreed that the shipment was outside of the five days (estimate). The representative took no accountability for their fraud policy impacting their order processing time either. I asked what they could do given that I planned on having that TV within their 7 day (2 days processing and 5 days shipping timeframe). They have no policy to help/compensate customers when Paul's is late. The customer service agent asked me what I want...I said a credit. He said he can't do that. I asked what can he do? He said nothing because their shipping policy says "estimated" so they are within their (meaningless) policy.

Bottom line: Don't expect anything from Paul's after you click the buy button (no matter what their Shipping or Customer Service policies say).

UPDATE: In response to the 7/2 reply below Paul's TV conveniently doesn't mention that I called them first on the morning of the 26th immediately after I got their email to confirm that my credit card account was updated and that I then had to call them again on the 27th (as mentioned below) to ask why it hadn't been taken care of yet. They failed to meet their 48 hour processing policy (took 60 hours and who knows how long it would've taken if I hadn't called them to ask why they were lagging). Simple math: Order placed on 25th and to be delivered on the 6th = 11 days. Take out the weekend and the holiday this is still 8 business days. They say it takes up to 2 days to process and 5 days to ship. That's 7 business days they say they'll have it to you and it is taking them 8. It's not just the one day that's killing me (keep in mind that this is all within California so you'd expect it to take the minimum time), it's the smug attitude, me having to call them to find out why things aren't moving and them fighting the customer that makes them suck. No matter how you look at it they missed. The same smug attitude in the email below is what I've had to deal with on the phone. Order from them is this is the B.S. you want to deal with.

7/3 UPDATE: I got a call from Edgar Martinez (Assistant Manager) to talk about my experience. Real straight forward conversation. He took pride in the company, stood behind their policies and wanted to make sure customers have an experience that will keep people coming back. After walking through/documenting the issues he authorized an acceptable credit to my account and made himself personally available for any future questions I may have. I'm changing my overall rating from 1 to 3 because they're trying to get it right."

"We purchased a 73" Mitsubishi Diamond Series TV from Paul's TV and we LOVE IT! Great picture, great looking TV, we couldn't be happier. We did a lot of shopping around and researching before purchasing this TV and I can tell you this, you won't find a better deal anywhere! Believe me, I looked. The TV arrived before the expected delivery date, which was great, and it arrived in perfect condition! I would highly recommend Paul's TV to my friends and family. "

"Best experience ever - I was not sure if i wanted a new TV or not and also not sure about ordering on line - after talking to Paul's TV I was pleasant surprised that the sales rep did not push me to do anything but provided solid and comprehensive information, gave me time and space to make a decision and when I called back was willing to answer more questions and best of all I could speak to the same person who remembered me and my specific situation - the order process was easy and delivery was fast, professional and very good. The product is wonderful a Panasonic Plasma TCP50ST50 - Paul's TV 30 days price guaranty is great and gave me a piece of mind, they adjusted ASAP. I am now in process of upgrading and Paul's TV is helping me with the exchange - i can only say good things - professional service, honest and direct communications - i trust the sales person i worked with the most and if he is not in others are very accommodating. I am in MI and have to say one of the best experience ever - great service - respectful - knowledgeable and honest customer service - I woudl buy any time again and recommend them to my friends - did not expect to be so happy - thank you - in particular Sergio - but all others i spoke with - Andrea "

"I'm very happy with my experience of ordering a Panasonic 50" GT from Paul's TV. I shopped around and Paul's TV online had the very best price. I called their 1-800 number to ask a few questions. They were answered and I ended up putting in the order over the phone. Sergio took my order and was very helpful. The delivery process was seamless. The delivery men were professional and did a good job unloading and setting up. The next day I called to do an hdmi cable exchange because the one I bought was too short. Andrew Cho took my call and was very helpful. I'm very happy with the tv, the service and the price. "

"I could not write enough positive feedback for this company. My salesperson was John Kim. I purchased an 80 inch and 70 inch sharp 3D TV. They shipped promptly and safely. They came before I was able to set the room up! They looked and worked great out of the box. The delivery service was top notch. The delivery people cleaned up after themselves, taking all of the box box fragments and packaging materials. I was happy :)

To my surprise, I received a phone call from my salesperson one week later. He just wanted to make sure everything was well as we were entering the no return period after delivery (30 days). I reassured him that I was satisfied. He was very polite, and thanked me for the purchase.

A few days later, I unpacked the last of the eight 3D glasses I purchased to learn it was broken. I called John, and they were replaced immediately with an unnecessary apology from my new friend. Email correspondence was excellent. I was kept up to date on all events during the replacement and shipment.

I ended up buying a second 80 inch sharp from John. Its been a few months now. I remain very pleased.

If John was ever on the East Coast, I would take him out for a beer. I do a ton of internet shopping. Usually its anonymous. I had a great experience at Pauls TV. I highly recommend them to anyone looking for the best deal in electronics.

"

"Paul’s TV: Stay Away!
My wife wanted to surprise me for father’s day and bought me a 73” Mistubishi DLP TV from Paul’s on Friday June 16. She was enticed by the $500 credit for returning our “old TV”, a 52” DLP TV which was in good condition. What is totally false in their Ad by the way, is that they say “on all top brands”. According to detailed explanations from the sales guy, the $500 only applies to some specific models, and different brands have different “discount”. So that’s a bait and switch tactic right there, and punishable by laws if I’m not mistaken. Anyways, the salesman hard-closed her on the promo ending, and the fact that she could return the TV without restocking fee if I didn’t like it, as long as it was unopened. When they delivered that same day (My God that was quick), even the delivery guys told her she could return it, if unopened. As it turns out, I didn’t want this monster in my living room. We went back to the store on Sunday June 17, and the nice enough salesperson said he would assist in taking it back and refund us, but when I asked for my old TV back, he said we could never get it back because it was already “recycled” (hmm, within 24 hours? That’s quick!). Fair enough. As long as I get my $1700 back, at least it’s better than nothing.
Monday we didn’t hear anything, so we called corporate the following day. Juan from customer service insisted that we had to pay a $100 fee for pick-up. We obviously offered to deliver ourselves since I have a Toyota pick-up truck, but they categorically refused. What do they have to lose? If I get into an accident on the way and break the darn thing, it’s my loss right? But no.. It’s against policy or whatever lie they could invent. Ok, I lost my old TV, and I have to pay another $100 on top, but I have no choice or they won’t take it back, right? So I go along, even if I’m not a happy camper. But we are now Thursday, no one has called to schedule the pick-up and I am still out $1700.
Doesn’t it surprise anyone that it’s been 5 days and the return hasn’t happened, while it only took 3 hours to deliver the thing, and 24 hours to recycle my TV? Wow, their warehouse people are quick, but admin is lagging!
Obviously I am going to call my credit card company to file a dispute at this point, but it boils down to this: close a gullible woman who doesn’t know much about tech as hard as you can on false advertising, false and/or incomplete representations (no mention was made of pick-up fee), then black-mail a charge for pick-up if the customer exercises his legal right to return an unused product. Nice Paul TV!
So what do you think of Paul’s TV? Lies, deceit, horrible customer service. For me? never again, but trust me Paul’s TV: I’m not done spreading the word about this, and it will cost you much more than the lousy $100 you’re forcefully extracting from me (+ whatever back-end deal they make on the recycling..)"