Review Time
You know when you receive bad service and then you look at Trustpilot and go "oh, I see, its not just me". I mean, what are they doing? Who 'runs' this company? We purchased a lot of Gaggenau appliances and BSH, part of Gaggenau, obviously handle after sales. Our wine cooler failed so we called Gaggenau customer service which in the UK is operated by BSH. Firstly we had to wait 2 weeks for somebody to come out - not great when all of your liquids are not cooled (not just wine of course, soft drinks, water etc), then the guy that came out didn't want to lift a finger until we proved it was under warranty. I mean, surely they have a serial number and a database, what year is it? He simply said it had failed and needed to be exchanged. He said it's in stock so should only be another couple of weeks until delivery (if it's in stock, why a couple of weeks?). Then nothing happens. We chase BSH and they say its with Swiftcare deliveries, you call Swiftcare and they say they haven't got any orders. You call BSH back & they need to look into it. We received an email saying "they are waiting for the sales team to allocate a date they can send the product to Swiftcare". That was 2 days ago. It's now a month since we first contacted BSH about the failed appliance and we're still no wiser as to when a replacement will arrive and still have warm coca cola. The problems seem to be:(1) The customer service team can't see anything on their system, don't know what is going on, and never call back when they say they will. Management need to look at their CRM or whatever software they use because it doesn't work.(2) The lead time between an appliance breaking and somebody visiting is too long.(3) The lead time between the eventual visit and a replacement appliance is too long. (4) Communication at all times is non existent, see (1).
NEFF T47TD7BN2 hob ordered on 8th October 2021.NEFF were advising 7 to 10 weeks delivery at order date.23 weeks later still no hob.NEFF contacted numerous times via telephone, Twitter and Trustpilot and were requested to provide anticipated delivery date for this product.Plenty of excuses provided but not one attempt by NEFF to provide an anticipated delivery date.Standard response is that retailer/supplier is the best source of information on the order, however retailer/supplier are not provided details either.Be warned when buying a NEFF product, they will take your money, then leave you in limbo and not provide any advice of anticipated delivery dates.Extremely worrying that a manufacturer cannot advise an estimated delivery date on a product ordered 23 weeks ago, suggests that their supply chain and production planning is in an absolute shambles.
This company is a total waste of time, unable to fix Neff product as product no longer in production. Engineer would not ring back to confirm fault or would confirm how the hob could be taken back out and replaced. Keep away and use local engineers
Charge £99 for a "repair" they were unable to complete due to component obsolescence, so what on earth is the point in detailing this : from their repair T's and C's if they cannot be bothered to check if the repair is even possible. "number and the FD number is a code which tells us the production date of the appliance". Oh, and they "gave" me a £50 voucher to help with the cost of a new appliance! That'll help. Avoid this mob. ~RIPOFF
Customer service is terrible! Spoke to a manager called Michael that did nothing to help it’s Christmas I have no microwave an engineer came out to fix it and didn’t do the job properly, I called up and asked for another engineer to come back to fix the job and the engineer didn’t turn up the manager then re-booked me in for the New Year’s he had no sympathy no apology it’s disgusting. He had the nerve to say go with a different company if you’re not happy!
The worst repairer I've had to deal with. I was trying to book a repair for my appliance which I have a warranty plan for. On my first call they could not book my repair as it is a gas appliance and the gas repair team would call me in a few days. I had no calls for 3 days so called again and told they couldn't book it on the phone and would call by the end of the week. 4 days later no calls so I call again and told they would call when available. At this point I complained and talked to a supervisor. I got a booking for 3 weeks away which is unacceptable when I can't cook until its fixed so I've had to sort another way.
This is a terrible company. They sell expensive high end products but their customer service is terrible. They do not give a hoot about customers. All they care about it money in. Once sold they do not care and are rude. I would never by NEFF products again.
Contacted them re a Warranty replacement. Absolute Joke! Pushed from pillar to post, empty words no care or interest. 6 weeks to get a repair and still no honest apology that their customer service was sub-standard. Both Siemens appliance have issues Washer and Tumble Dryer - stay away unless you want hassle
Worst! No service! Opposite of luxury!!! This company sells luxury brands and offers ZERO service post sale. Expensive to buy and when I received my 33k worth of appliances 4 months later snd the 13k range was defective The customer “service” was RUDE - their system is in “transition” - I was told I couldn’t get my non-functioning range looked at for a MONTH and when I asked for an alternative option I was treated rudely- and literally cut off! I spent hours chasing down solution and I still don’t have one - I wrote to the link on website and they suggested I go back to the same maze- this is just WRONG! I would never buy this brand again what is the best day to get together I plan on legal action if they don’t honor warranty in timely fashion- vendor is saying I have 30 days but the manufacturer won’t even service me in 30 days- opposite of high end experience!!!
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At BSH, we strive to improve your quality of life at home through our exceptional brands, high-class products, and exceptional solutions.
From our decades of experience in the home appliance industry to our unwavering focus on creating sustainable, consumer-centric products, discover what makes our company stand out.
We are home to both globally established Appliance Brands*, such as Bosch, Siemens, Gaggenau and Neff, in addition to seven local brands. With our Ecosystem Brand Home Connect and Service Brands such as Kitchen Stories and BlueMovement, we we offer consumers digital services and sustainable solutions to improve their daily lives.
*BSH is a trademark licensee of Robert Bosch GmbH for the Bosch brand and Siemens AG for the Siemens brand.See more
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