Delivery & Installation

[hientang]

I need some desperate help here.  I bought over 30k in Thermador appliances and I am still pending my range since December 2020.  I accepted delivery of my Thermador fridge/freezer/hood/dishwasher on Aug 30th 2021.  My range was scheduled for Sept 27th, 2021.  

However, after I took the delivery of Thermador fridge/freezer/hood/dishwasher, somehow the range got marked delivered in the backend.  Then I saw that the range got cancelled/returned/ and re-ordered with a new delivery date 3 months out in December.  This to me indicates that my place in line for the range got reset. 

This is beyond ridiculous and unacceptable.

To make matters worse, the Pacific Sales Rep has no control over this and sent me to a support line number

1-800-304-1259 where I wasted 2 hours on the phone.  The first person I spoke to for an extended time had the call drop and I never received a call back.   I had to call back in and start all over again.  In the end they can't do anything either except confirm what I already know and try to send a note somewhere.  I am now in another waiting game.

HELP!!!!

[Sarah-BBY Social Media Specialist]

Hello, hientang,

Thank you for taking the time to visit our online community. It sounds like you chose some amazing new appliances, and I am sure you are eager for the remainder of the order to arrive. You mentioned the range had been mistakenly marked as having been delivered, and an exchange was ultimately processed. If that is how the transaction was processed, this would have been reflected as a new order. As such, a new Purchase Order would have been requested.

With a bit more information, I would be happy to review the order history. To get started, please send a Private Message. Please include your full name, email address, and telephone number. If you happen to have the order number, that information would also be helpful. To send a Private Message, simply select the darker blue icon, which is located across from my signature.

Best,

[hientang]

Thanks Sarah I have sent you a direct message

[Sarah-BBY Social Media Specialist]

Hello again. 

I appreciate the update. Your Private Message has been received. I'll be connecting with you there, so please keep an eye out for my response. 

Best,