Review Time
My advice would be to avoid trying to buy anything from the BSH Home eshop if possible. I placed an order for a part I thought I needed for my Siemens fridge, but within an hour I realised actually it wasn't required. Emailed to request a cancellation and followed-up with a phone call to check that had happened. Was told that their IT systems were down at that point but as soon as they came back online the order would be cancelled.Two days later, I receive a shipment notification. Confused, I email customer services to ask why it's being shipped after being cancelled. More IT excuses, and an apology. I am told to refuse delivery when it arrives and it will be returned to BSH and I will be refunded automatically. This I do.Two weeks pass and I still have yet to be refunded. I email customer services again - once again, the parlous state of BSH's IT systems is writ large - no one can really advise if my order return has been received, despite me never actually touching it and it being in the hands of the UPS delivery driver throughout. UPS tracking no longer works. I keep asking when I will receive my refund only to be told that it needs to go to a different department for them to answer.My patience exhausted, I have filed a disputed transaction claim with Mastercard for the refund. It is ridiculous that a large corporation can have such poor systems that waste customers' time in this way.
They have an eshop. You place an order and ten days later you have no acknowledgement that they have received the order. Paypal states they will only take the money once the order is processed. Within 24 hours the money is taken. . Twice yesterday I phoned option 2 and option 6. I was told their systems were having serious problems over the Christmas period and to call back today. Today I called back and was told that they didn't understand what I was talking about no problem that he has heard about. As yesterday they can find my "profile" but nothing about the order. I have called too speak to a manager, I was told they would call back or I could hold. I chose hold and got disconnected. Finally got through to a manager with an attitude which was: what are you complaining about this is normal you should get an order acknowledgement at the end of the week. Place an order here, they take your money and in two weeks they might give you an order number.
I have to say despite others negative review that I found them to be excellent. Got a call within 24 hours of registering and within 30 hours 2 ovens were fixed and all we had to pay was the call out fee of €99. They covered the cost of the neff parts which were worth €300+ . Delighted with the outcome
Waited for 2 wks for a washing machine repair, only to have the appt cancelled on the day. The next appointment available was another 2 wks away, but this appt wasn’t booked in properly so the engineer never showed. Third appointment again another 2 weeks away, and was again cancelled on the morning because the engineer called in sick. Customer service don’t care and feel no responsibility towards customers.
Dreadful refund process. Customer service reps including Rosie, aSenior Customer Service Advisor has been unhelpful tossing my case around and not following up. Still no refund. Seriously consider the mess you can get into should you need a refund . Best to avoid.
Do not even want to provide 1 star!Called customer service due to a faulty microwave- the lady informed me £117 charge and THEY WILL fix and resolve the issue. The engineer arrived - and didn’t tell me what I don’t already know ! (I.e the error code) and said the parts are going to cost £420! I then called customer service to say- I have been misled and the rude supervisor said nothing we can do - no complaints process and you must pay! I feel cheated! And not received a letter with arrears for 21 days! Joke of a service ! Be clear !!!
Having given full details of the issue with our Bosch washer dryer (the door didnt lock) an engineer was available after a one week wait but was late and had not brought the necessary monitor board to do the job. So he spent an hour at the property trying to reprogram it and failed, then a further half hour liaising with his office about how to effect payment. I heard his office finally say to him 'how long have you been working for us' and he replied '7 years'. He left but did not order the correct parts and after a week when the second engineer turned up he therefore had not brought the correct parts. He disabled the machine, left it in bits and said it should not be used because there was an earthing problem - it was five years old and had worked well and without interruption until the issue with the door. The earthing cable I was told was required was not available for a further month. Therefore after 3 weeks to be told it would be a further one month before anything could be done and with a disabled machine we bought a new machine. I think the problem is that some of the engineers are probably fine and some are definitely not but they are all independent it seems and not trained or held to a corporate standard.
I am reluctant to give even 1 star !! Absolutely shocking customer service. The delivery of our item was rearranged 3 times and we are now left with an unwanted 6foot door in a very large box outside our door for over 3 weeks !! I have spent hours in the phone to customer service and they still can't manage to arrange for a courier to pick it up. Nobody is taking ownership of it and I am just going around in circles !! So very frustrating !!!
I can’t give no stars. Be aware that when you book a repair with neff, they use this company. In effect they charge you £117 for a quote (which will come off the final bill). However the quote for the parts far exceed the price of the spares on the bed website making the repair uneconomical.The fitter did not have any parts with him in any case and so had no intention of fixing the hob on the day. Overall a waste of £117. Be aware.
One of the worst customer service experiences I've ever had. I've had three engineer visits within the space of a month to fix my Siemens appliance and I'm still weeks away from any sort of resolution to what should be a simple fix. Customer services staff are friendly people for the most part but are following outdated and unreasonable policies that don't value the customer in the slightest. Massive disconnect between departments unable to communicate with each other directly. Emails go unanswered for days. Callbacks are meaningless as one ring and they give up trying, after you wait all day for a call. Engineers ill-equipped to do their jobs, arrive hours late and being given replacement parts which should be brand new but have clearly been used previously
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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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