07-08-2021 06:41 PM
I just want to bring notice to the multitude of issues faced with Best Buy / Pacific Sales Kitchen (BB) order with Thermador.
I do see a number of folks mentioning about orders placed earlier this year, but my order went in on Nov 22, 2020 (yes, last year)
Given the prices, the thermador order was north of 10K
It was scheduled for delivery Jan 28. 2021
Come Jan 15, the entire delivery gets rescheduled to Mar 25.
After back and forth frantic calls, BB scheduled the cooktop for Feb 27
but is unable to keep up to that date and moves it out to Mar 4
Again a few calls later, BB mentioned they have the hood in stock and they decide to deliver it on Feb 16 and do so (one down, 2 more to go) !
Meanwhile the cooktop gets moved out to Mar 18 and then closer to that date out to Apr 15
The remodelling is done but we continue to rely on an temporary stove.
The oven has its own schedule and delivery gets moved to Apr 8 and then to Apr 29
The cooktop that was delivered on Apr 15 came with a manufacturing defect and the replacement delivery is scheduled for Jul 15 (yes next week)
The oven delivery, not to be outdone is moved out to Jul 1.
Come July 1, it gets rescheduled to Oct 8 (Another month and it can celebrate its anniversary of placing the order)
I have requested a list of alternate models that might be available earlier and BB has no system of providing that.
They suggested I go to a store and ask for each model and find out and then also mentioned there is no guarantee of that date as well.
Initially they mentioned all manufacturers were impacted, but have noticed that Wolf and other vendors are able to turn around in 3 months or so. Thermador seems to have a bigger problem and while BB holds the money that I have paid last year without delivering, they are blaming Thermador as they say these dates are coming from the manufacturer.
I do not understand why BB is continuing to sell Thermador products if they do not seem to be capable of producing.
How can Thermador not be answerable to Best Buy. I have even visited the store and they even refuse to provide the name of the Thermador rep for the region. Also they say there is no escalation path or to even find out how many folks are waiting or ahead of the queue or how many Thermador appliances have been delivered in the past month/quarter in our region or in US.
Now I am unsure what will be the quality even if it gets delivered and what corners have been cut in trying to fix their issues.
07-09-2021 11:52 AM
Welcome to our community, ThAppliance,
Thank you for reaching out to us. Purchasing appliances can take careful consideration and planning. I myself have quite a busy family, and setting aside time for a delivery can be challenging in the best of times. I can understand your concerns if the delivery may not have gone as expected, and I would be happy to assist.
The current global health crisis has led to many supply chain disruptions, and it’s possible that there may be additional delays in the manufacturing and shipping process. If you wished to consider a more readily available unit, I’d be happy to connect you to an expert via our Virtual Consultation service. You should be able to chat, call, or schedule and appointment to speak with an Agent that would be happy to assist you with selecting an alternative range and cooktop. More info can be found here.
This all said, I’d be happy to take a deeper look into your order and provide you with an update. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.
07-27-2021 04:25 PM
I’m glad to hear that your appliance has arrived ahead of schedule! Please don’t hesitate to reach back out to us again in the future if you have any other questions or concerns, and stay safe out there.