Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refrigerator under warranty diagnosed as unrepairable. **** offered replacement Refrigerator. I accepted. Refrigerator has not been delivered. Confirmation and Email correspondence was 12/6/24.**** explanation is that they don't know why the Refrigerator hasn't shipped. Multiple conversations with **** is that shipment is pending. They don't have an eta and can't explain why.

  Business response

  01/16/2025

  Hello Mr. ******* we apologize for the delay on getting your replacement appliance out to you. There was a delay in shipping because of the holidays but we can now say that it has shipped out. We have already provided you the information a few days ago but I am also giving it to you here. 
  
  The replacement unit is ready to be shipped and will be delivered by *************. Please find the tracking number below.
  
  XPO Logistics: 1364751

   

  Thank you 

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new BBQ over a year ago, it was never used and did not function. The *** was covered under warranty. However, Thor Kitchen has failed to send the part needed to fix the issue with the ***. Thor Kitchen claims the part is on back order, it was ordered over 90 days ago

  Business response

  01/03/2025

  Hello Mr. ****************** apologize for the delay on the regulator. It has taken longer than expected to obtain it. The ** regulator does not come with the grill, but we were sending it to you at no charge as a courtesy. That being said, I was able to locate a conversion kit which includes the regulator and placed a new order that will be shipped out immediately. The new order number is S33956. I have sent you the link to the order where you can check tracking once it ships. 

   

  Thank you 

  ******* *****

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are filing this complaint to report persistent and unresolved issues with a ************* Oven purchased in April 2023 through Best Buy. Despite being under two-year warranty, the unit has experienced multiple critical failures, and **** has failed to provide timely or effective resolutions. We are seeking a refund or replacement, with a strong preference for a refund, as the product has proven fundamentally unreliable.Summary of Issues:1.Recurring Malfunctions:The oven has failed multiple times since purchase, including oven malfunction (October 2023), and multiple and repeated burner outages and heating element issues (May 2024, September 2024, and October 2024).Previously repaired components have failed again, leaving only one functional burner.2.Service Delays and Broken Promises:Repairs have been delayed due to backordered parts, poor communication, and lack of follow-through.Despite a November 8, 2024, assurance that a technician would evaluate the oven, no technician has been dispatched, and no updates have been provided as of November 22, 2024.3.Significant Disruption:Repeated failures and delays have severely disrupted our household, especially with Thanksgiving approaching. Cooking has been reduced to a single stovetop burner, causing undue stress and inconvenience.Resolution Sought:We request a full refund, as repeated repairs have failed to restore the ovens reliability, and our trust in **** products has been eroded. If a refund is not feasible, we request a complete replacement with a new, functional unit.****s inability to deliver on its promises and address these recurring issues demonstrates the products inherent defects and poor service. We have exhausted all reasonable attempts to resolve this matter amicably and now seek assistance in holding **** accountable.

  Business response

  12/09/2024

  Hello Mr. **************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;"> 

                  We truly apologize for multiple delays and issues you have had with our range. Our team has been working with the technician working on your unit and have confirmed that the repair has been completed and the range is now functioning. We understand your concern and will closely monitor your case to make sure we take proper steps if the range fails again.

   

   

  Thank you, have a great day

   

  ******* *****, Customer Service Supervisor

  Customer response

  12/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Nico Ravanilla
  
   
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 25, 2024 I filed a warranty claim for a repair on my **** 30 inch electric range. We did not receive a repair call until August *******. On September 4, 2024, we were informed that we would not get the oven repaired due to a back order of the part needed. The back order is estimated to be in in March 2025. On October ******* I had to file another warranty repair claim on the same electric range. The left Front burner is out. I have been waiting for a repair representative to be sent to look at this issue. **** representative. Aprilmie Barsobia continues to tell me that no one will come out until the part is in. These are two separate issues and I cannot get anyone at **** to repair the range. The range is under warranty until January 2025. I want to make sure that every single thing I can find to document that they are failing under the warranty contract is occurring before the warranty expires. It would be really nice if someone would actually respond respond and take care of the issue.

  Business response

  12/10/2024

  Hello Mrs. ****** We would like to apologize for the service you have received and lack of response by our customer service. We value you as a customer and want to make sure everything has been resolved. I am following up with the technician to make sure everything has been resolved and you do not have any other issues with your repair.

  
  

  Customer response

  12/10/2024

  **** has reached out with an additional email from the one attached here stating that they will replace our stove however they will not extend the warranty and have not confirmed that the replacement stove is a new unused un-reconditioned stove. So at this time, I am rejecting their resolution until confirmation of a replacement stove is a brand, new, unused, un-reconditioned stove, especially since they refuse to provide an additional two year warranty with the  replacement.

  Business response

  12/10/2024

  Hello Mrs. ****************** getting the service report from the technician, **** has offered to replace the unit with a NEW unit, not refurbished. We are pending your response to accept the agreement so we can start the replacement process. Once again, we do apologize for all the inconveniences this has caused you and hope you have a great holiday season with a brand-new appliance. 

   

  Thank you 

  Customer response

  01/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* *****
  
   
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** dishwasher from Lowes in May 2024. The dishwasher is defective and it is impossible to pull out the bottom drawer. I have contacted the manufacturer over 50 times over 5 months to get the machine replaced or refunded. They continue to stall or make excuses. I have had their technician on site to review who also agrees that it needs replaced and has manufacturer defect. Yet I am still without a functioning dishwasher in October 2024.

  Business response

  12/10/2024

  Hello Mrs. ******** we would like to sincerely apologize the customer experience you have received. I understand we have now delivered a new appliance to your home, but I agree, the time it took to resolve the issue is very unacceptable. We know your time is valuable and you spent a lot of time communicating back and forth with our company until finally getting a resolution. I will fully review your case to see what we can do to improve and avoid these type of delays going forward. Thank you and once again I apologize the your experience with our customer service department.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought this range (TRG3601) last year for the new home we were building. Error code E17 came on the display on Oct 10th 2024. The code won't clear by disconnecting power from the unit. I put in a ticket to **** on Monday the 14th. To date **** can not find/assign a Tech for this repair. It shouldn't take this long to get a Technician out here to repair the unit with a known fault. I need to have the oven working as it's crucial for our baking and meal planning. I just noticed the same issue on the BBB site.

  Business response

  12/10/2024

  Hello Mr. ********* We are so sorry for they delayed response. Even though the issue with your range has been resolved, I still wanted to reach out to you to apologize for the inconvenience and the time it took to get it resolved. I also understand that we do not have a provider in your area and you took it upon yourself to install the parts needed to get the repair done which we appreciate greatly. We hope you have a great holiday season.

  Customer response

  12/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will consider this complaint resolved.
  
  Regards,
  
  *** ********
  
   
  

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My **** oven stopped working about 6 months ago. I had an oven repair person come out multiple times paying over $800 for various fixes, before he found a faulty part (the u-shaped burner of the oven). He was unable to acquire the piece, so I decided to contact thor kitchen directly to buy the replacement part. I ordered the part on July 26th, one the website they estimated it would take about 4-6 weeks to receive the part. I followed up with the company (receiving no response) and finally they responded indicating the part should arrive in early october (much later than the time listed on the website). I reached out again recently and now the date has been pushed out until late october. They collected payment for a part with continuous promises that "it should arrive in a few weeks" and then keep pushing out the date, refusing to provide a hard guarantee about when I can expect the part. Meanwhile I've sunk money into this broken oven with the expectation that I could receive parts when it breaks.. and still have an out of service oven for months. I'm not seeking a refund, I'm seeking that they are required to follow through with providing the part they promised because I've already sunk money into this project on the expectation they would carry through with their business promises.

  Business response

  12/11/2024

  Hi ****,

   

  First and foremost, we sincerely apologize for the delay and inconvenience this has caused. There was a delay in getting the part from factory, but it still does not excuse the fact that our communication regarding the matter was subpar. I know the item was delivered in October and your case closed, but I still want to reach out to let you know that your complaint has been heard and addressed. Hope you have a great holiday season.

  Customer response

  12/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has been satisfactory to me. 
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this Range about 3 weeks ago and tried to use it twice and it failed. I called into their customer service line and was told to fill out an online form. It took a few days to get a response from *****, as they were given the outsourced job to fix this brand new range. Thor Kitchen advertises theirselves as a higher end product and then they send out a non-working range. As soon as I said I was getting an error E17, he said it's an easy fix and someone would come out to repair it. Then I get a text that next week they are sending out ***** to repair it? So how many times will I need to have ***** or ******* come out to fix an appliance they claim is so well made and high end? I am so furious with Thor Kitchen over their lack of quality control and their response when they send out a non working range. With this being brand new, they needed to replace it. with a new range and not have a company like ***** to come out to try and fix it.

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our firm represents *********************** regarding her purchase of a Range Oven Model No. ARE36V0221112, which has proven to be defective. Despite several months of communication with your company, the issue remains unresolved. Wevencountered a persistent, loud noise emanating from the oven, likely due to a defective fan. This noise reaches a hazardous level of 96 decibels when standing near the appliance. Additionally, there are several documented cases of the stove tops failing to heat, further indicating systemic issues with this model. Given the severity and persistence of these problems, it is evident that ****************** unit is not fit for purpose. We have reason to believe that other buyers are experiencing similar issues, which may indicate a broader defect with this model. In light of the ongoing inconvenience and potential safety hazards, we are making one final request for an amicable resolution. ************** expects a full refund or a replacement of the defective unit. Failure to address this matter promptly will leave us no choice but to explore all available legal remedies. We trust you will treat this matter with the urgency it deserves and look forward to your immediate response. Thank you for your prompt attention to this matter.

  Business response

  08/19/2024

  Hello,

   

  Upon review of this case, the customer has had service once in the late last year. As this is the 1st time the customer is reaching out to us since the last service call, and they are under the warranty period we will need to set up for service. As warranty covers repairs and not refunds. As the product is not sold directly to customers from ***** For all refunds the customer will need to go to the dealer from which the unit was purchased from. **** will be more than happy to assist with sending out service to find out what is the issue and move forward with the repair. We will just need the customer to reach out to us and explain the issue via the last correspondence that they have had with the customer service **** and we can move forward with service.  

   

  Thank you

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******************* sold us a **** Ice Machine that had a manufacturer's defect. The defect caused thousands of dollars in floor and kitchen damage (which we are not seeking compensation for). The unit was deemed defective by 4 seperate technicians (both paid by us and by ****) & the unit has been deemed defective. Thor Kitchen has told us that the unit needs to be returned & *******************, as the seller would be the company that has to handle that. **** refuses to honor the refund as they do not work directly with customers. ******************* refuses to honor any returns of opened products. As such, we are sitting her with a broken machine, damages and no ability to resolve our issue.

  Business response

  08/13/2024

  Hello,

   

  I have reviewed this claim, and I do see that we have ***laced the unit for the customer. The new unit arrived damaged from the shipping. Unfortunately, **** can not offer a refund as the product was not purchased from **** as we do not sell directly to customers. The *** did inform the customer of this if the customer wants a refund that will need to be done through the dealer that they purchased the unit from. As for **** we can reship out another unit. 

  We would love to get this resolved for the customer. 

   

  Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩