02-16-2021 03:46 PM
I ordered a Thermador refrigerator back in August 2020. Since that time, the delivery date has been pushed four times! Every time the delivery date approaches, I get a text confirming the delivery date. Then within 24 hours of the delivery date, the status changes to 'needs to be rescheduled', forcing me to call in and learn that the product has been backordered and I need to wait another two months. The delivery date is now April 2021 - 9 months after I initially placed the order! The worst part is that Best Buy can't tell me anything about what's going on - all I can learn is that it's backordered. The agents are very nice and apologize - but then they tell me there is nothing I can do and nobody I can talk to. Is there some way for me to learn why this is happening so I can decide whether to order another model or potentially cancel my order altgother? This is so inconvenient and surprising frankly... I had expected really good service on such a high end item, and it's been exactly the opposite.
02-16-2021 10:17 PM
It's unfortunate, but many appliance manufacturers including Thermador (Whirlpool), have cut way back on less common model production. Things that are really suffering are items like your fridge that are produced in small batches. Because the factor retools and reconfigures for different types of products, items that are produced in smaller numbers are just skipped over. COVID-19 has absolutely changed the core of the Special Order Appliance Market.
As for the communication you received back in August. This is typical of an item showing available in the manufacturer's warehouse. Special order appliances typically ship from their warehouse directly to ours, and are delivered promptly. When they provide incorrect information, obviously we walk away with egg on our face. We're literally waiting for the item to arrive from the manufacturer.
Give the moderators a few days to reach your post, hopefully they can look into it and give you specific details for your order. Sorry this has happened to you.
02-18-2021 05:03 PM
Hello, psupatel, and welcome to our online community!
Thanks for posting on our forum for support, although I hate to hear you've been waiting many months for movement on your refrigerator purchase. After four reschedules, I'm sure you're anxious to see a resolution or earlier delivery date to this order. While I can't make any promises, I'm happy to review this purchase and see what I can do to help.
To start, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.