David Taylor
I own a kitchen and bath remodeling company and have worked in this industry for over 25 years. This is, without question, the most disappointing customer service experience I've had from an appliance supplier, manufacturer, and installer.
A specification sheet provided for a Miele double oven contained incorrect dimensions. It did have proper dimensions listed as well, however the issue is that the published "niche cutout dimensions"—the measurements specifically intended for cabinet construction—were incorrect and those are the dimensions we utilized during the design and construction of a custom kitchen, ultimately resulting in approximately $15,000–$20,000 in additional costs for our project and cost us the opportunity to earn a positive Google review on an otherwise outstanding kitchen remodel. There were also installation issues (from the appliance company installers) that needed addressing as well.
Mistakes happen. What has been unacceptable is what followed.
Over the past nine months I've repeatedly requested meetings, asked to speak with decision makers, followed up through emails, phone calls, text messages, customer service, local representatives, and even national representatives after meeting them at KBIS. Despite repeated assurances that someone would follow up or help, no one has accepted ownership of the issue or worked to bring all parties together to reach a resolution.
Every communication, email, text message, specification sheet, and the installation process has been documented. My goal has never been to attack anyone publicly. I've simply wanted the companies involved to acknowledge what happened and work toward a fair resolution for both my company and my client.
Unfortunately, after almost 10 months, I feel compelled to share my experience so other contractors and homeowners understand how this situation was handled. I sincerely hope someone from Miele with the authority to resolve this reaches out. If that happens, and a fair resolution is reached, I will gladly update or remove this review. Until this matter is resolved, I have chosen to refer 5 different clients to other appliance suppliers and will continue to do so. I just sold a $7k Kitchen and bath design yesterday that will involve roughly $50-$75k in appliances and it saddens me to have reservations about specific manufacturers. However, I must protect my relationship with my clients.
Read full review
I own a kitchen and bath remodeling company and have worked in this industry for over 25 years. This is, without question, the most disappointing customer service experience I've had from an appliance supplier, manufacturer, and installer. A specification sheet provided for a Miele double oven contained incorrect dimensions. It did have proper dimensions listed as well, however the issue is that the published "niche cutout dimensions"—the measurements specifically intended for cabinet construction—were incorrect and those are the dimensions we utilized during the design and construction of a custom kitchen, ultimately resulting in approximately $15,000–$20,000 in additional costs for our project and cost us the opportunity to earn a positive Google review on an otherwise outstanding kitchen remodel. There were also installation issues (from the appliance company installers) that needed addressing as well. Mistakes happen. What has been unacceptable is what followed. Over the past nine months I've repeatedly requested meetings, asked to speak with decision makers, followed up through emails, phone calls, text messages, customer service, local representatives, and even national representatives after meeting them at KBIS. Despite repeated assurances that someone would follow up or help, no one has accepted ownership of the issue or worked to bring all parties together to reach a resolution. Every communication, email, text message, specification sheet, and the installation process has been documented. My goal has never been to attack anyone publicly. I've simply wanted the companies involved to acknowledge what happened and work toward a fair resolution for both my company and my client. Unfortunately, after almost 10 months, I feel compelled to share my experience so other contractors and homeowners understand how this situation was handled. I sincerely hope someone from Miele with the authority to resolve this reaches out. If that happens, and a fair resolution is reached, I will gladly update or remove this review. Until this matter is resolved, I have chosen to refer 5 different clients to other appliance suppliers and will continue to do so. I just sold a $7k Kitchen and bath design yesterday that will involve roughly $50-$75k in appliances and it saddens me to have reservations about specific manufacturers. However, I must protect my relationship with my clients.
