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New Member
Posts: 2
Registered: ‎08-17-2022

Bait and switch

On January 4th 2022 I purchased $17,444.38 worth of Thermador appliances -- paid in full up front.  The estimated availability dates varied from almost immediately as late as June for one item.  This was better than the estimated availability dates from other retailers, which is why I chose Best Buy.

 

Three of the applicanes were still not delivered in late June so I stopped in a Best Buy store and asked for an update.  After some confusion I was told they would not be available until early August.

 

As of today, August 17th, none have been delivered so I went to the online help and asked for an update with the chat feature.  I was told all three are currently backordered unti January 20th, 2023.  That's seven months later than the esimate which tricked me into purchasing from Best Buy and more than one year from the original order date.

 

I was offered help finding other appliances to order instead which have earlier estimated availability dates.

 

In addition to the obvious inconvience to living in a new construction home missing several major appliances I am furstrated by:

  1. Best Buy's wildly inaccurate estimate at the time of sale which, in retrospect, appears to have been a deceptive sales practice
  2. The fact that my money has been tied up indefinately
  3. Your failure to notify me when the status of my order changed (in each instance I learned of the new delays only after inquiring)
  4. The apparent comfort with simply suggesting that I buy something else which is more readily available, which I could have done from any retailer in the first place and which will now leave me with an unmatched set of appliances in my kitchen

I would respectuflly suggest that Best Buy quickly find me the items I long ago paid for, by paying someone an expiditing premium if needed, or find some other satisfactory way to rectify this situation at your expense and burden -- not mine.

Posts: 68
Topics: 1
Kudos: 7
Solutions: 4
Registered: ‎11-08-2021

Re: Bait and switch

Hello,jeff_parsons.

 

Welcome to the Best Buy Forums!

 

I appreciate you taking the time to write us regarding your order. I would be reaching out to someone if I were in your shoes.

 

I am happy to look into this for you, but first, I am going to need some more details from you. Please, send me private message by clicking the blue button next to my signature, with the order number or Customer Service PIN, your full name, phone number, e-mail address, and store you visited. I look forward to hearing from you.

 

Regards,

Jason|Social Media Specialist | Best Buy® Corporate
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Trusted Contributor
Posts: 2,767
Registered: ‎02-07-2011

Re: Bait and switch

Thermador Supply FAQs
Q: Are your products experiencing delays?

A: Yes. We are currently seeing delays for our appliances as a result of global material shortages and logistical challenges. Please know we are working diligently to produce and deliver our appliances as quickly as we can.

Q: What is causing these delays?

A: Unprecedented demand for home appliances, global materials shortages and other logistical issues are affecting the entire appliance industry. Specific to Thermador, these challenges are causing delays in producing our products. Our entire team is personally invested in ensuring we fulfill our customers’ orders as quickly as possible. We are closely monitoring the situation every day and adjusting in order to minimize the impact to our customers.

Q: How long could it take to receive a product from the time it is ordered?

A: We encourage customers to plan ahead to allow extra lead time for their products to be delivered. The length of these delays vary from product to product on a daily basis but fulfillment delays for some products have recently been around 4 to 6 months.

Q: What products are backordered? And for how long?

A: We are currently experiencing delays across all of our product categories – coffee, cooking, refrigeration and dishwashers. The length of these delays vary from product to product.

Q: Is this a problem Thermador is facing, or is it a larger issue in the industry?

A: The entire home appliances industry is currently experiencing a surge in demand for home appliances, as well as navigating the global materials shortages and other logistical issues. These challenges are facing many industries beyond the home appliance industry.

Q: Is the ongoing semiconductor shortage affecting Thermador?

A: Semiconductors are one of many critical components and materials that are experiencing global shortages, affecting not only the production of many home appliances but many other products that consumers have come to rely upon in their daily lives.


From thermodor website
New Member
Posts: 2
Registered: ‎08-17-2022

Re: Bait and switch

Yes, nckhammond, I realize that. I trust that we all do. But I don't understand what it has to do with my situation.

I've explained that I accepted at the time of purchase (January) that there would be a 4-6 month lead time (delivery potentially as late as June). That was Best Buy's estimate for the longest lead item although they had earlier estimates for all the other items in the order.

It is in line with the text you copied from Thermidor's website: "The length of these delays vary from product to product on a daily basis but fulfillment delays for some products have recently been around 4 to 6 months."

Despite being expected to pay in full up front I accepted the delay as a reality of our times and made the purchase.

Again, as explained, Best Buy changed that estimate in June to August (eight months) and now in August has pushed it again to January (12 months). Naturally I have no confidence at all that in January of 2023 they won't simply push the "estimate" to June of 2023.

I want Best Buy to take whatever extraordinary action is required to immediately get me the products I purchased eight months ago. The idea that there are none available for the remainder of the year available to them at any cost is simply not credible. Best Buy should cover the premium necessary to make good on this purchase -- albeit very late at this point. This is not an unreasonable expectation.
Posts: 3,445
Topics: 50
Kudos: 129
Solutions: 185
Registered: ‎10-19-2017

Re: Bait and switch

This topic has been moved to Customer Service under the board BestBuy.com for further review.