Trail appliances has refused to be honest in their reply concerning how they treated me for the freezer that failed with not parts to repair it. All they had was excuses rather than working with me as a valued client. Rather than an offer of 10% towards new I would rather have them provide the parts to repair the freezer.
bad quality ,and bad service too,our oven did not work ,it takes 3 months to get it fixed,and then after one month it did not work again ,take nother one month to get an appointment for service,and I am not sure how long it can be fixed,maybe another 3 months,can you image live without an oven for almost half a year ?
Purchased an expensive double wall oven. Before first use I noticed discoloration on the stainless steel. I was asked to send a picture and with out even examining, Thermador determined it was due to use and care. This is absolutely diabolical as we never used the oven and it was brand new. I regret buying this oven.
Thermador has the worst customer service for warranty issues of any company I have ever worked with. Doesn’t matter if you take the time to register your product on install. They require original proof of purchase, along with an abnormal amount of information regarding the purchase. It takes forever to reach a customer service agent, and everyone says something different. After 3 kitchen remodels at 2 houses all having Thermador appliances, I am done. I will seek out another brand.
I have a Thermador French door 8,000 dollar plus fridge that has given me NOTHING but problems after the fist few years. It’s noisy. But I could deal with the weird noises it makes(not ice making). But it’s been leaking on the inside FORVEVER. Nobody can figure out why. It’s been leaking since it was 7 years old. It’s now EXACLTY 10 years old. I really wanted a sub zero but my husband won and we got Thermador. No issues with their range. Don’t get me started on the stoves and the dishwasher so far is fine. But the fridge. Disaster. Try calling them. Nada no help it’s out of warranty. Also what 8,000 dollar plus fridge can you open the door with 1 finger? Trash save your money.
I have a Thermador Gas stove, which is 6 years old, I did have extended warrenty. Since the begining I had problems with one burner trying to ignite randomly. 2 service calls and the stove does the same thing. Thermador was more interested in who was going to pay for service and NO care given if my house would blow up. P.S. on one occation it actually did ignite..Thank God we were home. for 9k Im sorry I would never ever recomend in good concious this company to anyone. This has been faulty since day one and should have been replaced.
This complaint concerns a Thermador refrigerator costing approximately $10,000 that has failed to function properly within its first year of installation and the company’s continued failure to repair or replace the appliance despite repeated assurances.My daughter purchased this refrigerator as part of a home renovation. The appliance was selected and ordered by an interior designer, but my daughter paid the full cost. The refrigerator was delivered and installed by Thermador or its authorized agents.From early on, the refrigerator failed to operate properly, despite being less than one year old and still under warranty.My daughter contacted Thermador immediately. She was repeatedly assured that service would be provided “tomorrow” or “right away,” especially given that the household includes small children, one of whom is nursing. Despite these assurances, service appointments were postponed multiple times without notice, and Thermador representatives provided contradictory and misleading explanations, including claims that parts were unavailable, followed by claims that parts had arrived, followed by claims that repairs were completed—when in fact the refrigerator continued to malfunction.This pattern has continued for over four months, during which Thermador has:Failed to provide timely or effective repairsProvided inconsistent and inaccurate informationFailed to resolve the issue through replacement despite repeated acknowledgments of ongoing malfunctionAs of this writing, the refrigerator still does not function properly, and Thermador has not provided a permanent solution.Additionally, Thermador incorrectly listed the interior designer as the owner of the appliance, despite the fact that my daughter paid for it in full. This error has created unnecessary complications and raises concerns about improper documentation and ownership records.A refrigerator at this price point is marketed as a premium, reliable product. Thermador’s failure to repair or replace a defective appliance within a reasonable timeframe constitutes a failure to honor warranty obligations and basic consumer protections.Resolution Requested:Immediate full replacement of the defective refrigerator orFull refund of the purchase price, including associated installation costsThermador has had more than sufficient time to correct this issue. Continued delays and excuses are unacceptable and constitute unreasonable hardship to the consumer.This complaint is submitted in good faith with the expectation of prompt resolution. If Thermador fails to act, this matter may be escalated to additional consumer protection agencies and legal counsel.
I had an amazing experience with Thermador’s customer service, thanks to Lina Sirchia. After struggling for a month without any response, Lina reached out to me and handled my issue like a pro. She listened attentively, showed genuine concern, and followed up promptly. Within half an hour, she provided a solution and successfully arranged for a replacement of my cooking top. I’m incredibly grateful for her outstanding support!Thank you, Einat Fishman
If I could give less than 1 star I would. Thermador Customer Service is appalling. We purchased an entire suite of Thermador/Bosch appliances for a new home build. The first oven did not work - it came with a broken fan. Then the mother board went - that was year 1. The giant refrigerator - kept freezing the cooling system and icing the fan. We had technicians out 4 times to repair and thaw the refrigerator. Then we went through the replacement process when the closed refrigeration system failed completely. That took months of back and forth service and finally replacement. Then refrigerator number 2 had to be serviced within 6 months - for the same problem. Ah - they said they fixed that problem which was a sensor engineered too close to the cold so it didn't sense temperature properly. A design flaw. So they repaired that for $600 - and it should have been under warranty. 4 months later the refrigerator stopped completely without warning. That was August. Back to the repair technicians - ok we can probably fix this - $2500. Wait - that's under warranty isn't it? Down the warranty road with Thermador customer service again... No parts available and we don't know when we can fix it. Our policy now is to replace the unit if we can't fix it. OK - so now weeks later we are still waiting the replacement. But we follow up - calls to customer service - need to be assigned a case number. next week got a case number - now they need reports from the appliance techs and they don't have them. We get them sent. Now they have it and it has to go up the chain for approval. Another week. ok looks like approval but now it needs a new case number because it's a different department not us. And "I suggest you go buy another refrigerator because it will take a while to get you a new one". Huh - that's what customer service recommends? Another week. Got the new case number. Wait - now the Appliance Replacement team needs to find a dealer in your area. But we know who the dealer is don't we? Nope - we have to put it into our process. BUT "suggest you find a rental company that might rent you a refrigerator because we can't say when this will be resolved". That's what their customer service suggested. Another week - ah sorry we are backed up and haven't begun looking for the dealer yet. Escalate me please. Get to supervisory customer service. "Sorry but it's not my department so I can't help you - that's Appliance Replacement". Please escalate me to them - Nope - "they don't talk to customers". Really. So now I will try to do their job - find a distributor, find the refrigerator model in stock and get them to reach out to AR because they might talk to a dealer. And get approval to let the appliance dealer they don't know they have to install the appliance they didn't find. Thermador you suck.I would say run fast in the other direction if someone suggests you purchase their appliances because nothing is worth the hassle of dealing with them.UPDATE Today - now in month 2 without a refrigerator. The official response to the dealer trying to get one to install is this ... Unfortunately, our warehouses are having difficulties right now, due to upgrades to our ordering program. They are working very hard to rectify the issues, so that orders will ship out. For this reason, ETAs are not possible at this time.If that isn't the most unhelpful and meaningless response ....
Unfortunately being in the home buying business I had heard great reviews about Thermador and their partner brands. When it came to buying high end appliances, this is what I chose. I bought a 11K colum fridge and freezer, stove, microwave and dishwasher. We freezer is terrible. We have issues with our ice machine/maker. It doesn’t work well and the drawers to not come in and out easily for cleaning. Our ice bin shattered (not sure why) and we have a constant light for replacing our water filter on. Not sure why on that either. The replacement parts are expensive and don’t bother to callCustomer service they have no “tech department” they claim and do not get back to you on questions or answer themFor that matter. It’s extremely sad to spend so much on appliances and have such terrible customer service. The dishwater does not dry anything well even on its longest cycle and it doesn’t clean very well. I would have to think long and hard about what I would buy instead of this brand.
We purchased all new high-end Thermador cabinet front appliances for our brand new home. Over the course of last year and a half, every single one has broken down. Right now our freezer has been offline for 2 months. During that time, Thermador service has treated us with the same level of urgency on our 4th call as on our first. Their policy is to not schedule the service call until their part arrives (usually in a week) but that means repair calls happen 2 weeks apart. Deep regrets over here.
1 star due to very poor customer service when it came to them scheduling a service call. The service call was for a faulty board in an in-wall coffee maker. The tech came, fixed the problem by changing the board, but upon putting the system back together, could not get the drain that was working before to work. He told me that someone from customer service will call to set an appointment, no one did for a month. Then when I called to follow up, they gave me an appointment 2 months out, because the part was on back order. The part was a 10 dollar plastic elbow that prevents the drain tube from bending I believe! 2 month time comes, the day of the appointment, I get a text saying we have to reschedule because the part is not here! I call to reschedule, they give me another appointment 2 months out, to find out, on the day of! it was again not scheduled properly because now it is a two tech job and the scheduling person scheduled it for one. They schedule for a month out, which was today, to find out, the tech has called in! so now I have to wait for someone to call me back to find a date to come in who knows when it is going to be! So, I am to the point that I want to rip the unit out and go dump it in front of their headquarters and put it on fire, or leave a 1 star review which I chose the latter. Zero respect for the customer's timeZero scheduling and supply chain capabilityVery Very Very poor customer service.
I deeply regret buying a Thermador stove. Within months, the oven began showing error codes and resetting itself due to moisture build-up — even when cooking something simple like meatballs, not a turkey. I even video recorded the issue and shared it with Thermador, yet after more than 3 months of back and forth under warranty, a part replacement didn’t fix it, and they closed my case claiming this issue is “normal.”Stating that “everything checks out” does not resolve the fact that the product is not working as intended. Under the warranty, the remedy must address the faulty oven itself. The inability to pinpoint the cause is not a resolution and does not restore the oven to proper working condition.What makes this worse is that I owned the same model stove in my previous home and used it for 2.5 years without ever experiencing anything like this. Clearly, there is inconsistency in quality.The customer service has been slow, dismissive, and completely unhelpful, which is shocking for a brand that markets itself as “luxury.” This entire experience has been frustrating and unacceptable. I will never purchase another Thermador product again and strongly urge others to look at brands that actually stand behind their products and value their customers.
When we re-modeled our kitchen, we splurged on a II professional-style" Thermador range (specific model: Thermador Pro-Harm 30" Gas Range). It looks great, but cooks like a furnace with no brakes! Specifically, the oven initially spikes the temperature in the pre-heat cycle, often almost 1 GO-degrees. Set it to 350°F, and you'll get something like 435° F. After about 30 minutes, it settles somewhat - but the temperature continues to fluctuate, generally running 25-35 degrees too hot. Having logged the problem, a Thermador technician came out and we demonstrated the issue firsthand. He took multiple measurements but didn't really fix anything: his response in a nutshell was 'Thermadors run hot.' Seriously? For nearly $5,000, you'd expect the oven to at least hit and hold the right temperature. Our old GE range did a better job-for a fraction of the price.
I purchased a Thermador 24” dishwasher (Model: DWHD650JFP/D7) with an extended warranty that runs through June 2025, but the extended warranty has turned out to be absolutely worthless.I submitted a service request (claim) in mid-April 2025. It is now June 27th, and my dishwasher is still broken. No repair. No replacement. Nothing.In the past two months, I have made more than ten phone calls to Thermador. A service appointment was finally arranged with Johnny’s Appliance & Refrigeration Repair for May 21st. The owner came, diagnosed the issue, and said he would order the necessary parts that day. That was over a month ago. Since then? No repair scheduled. NOTHING.Every time I call Thermador, I get the same tired line from customer service (Who I am convinced is the same chap answering the phone every time.): “Your case needs to be escalated. Someone will get back to you.” Guess what? They never do. No emails. No callbacks. Radio silence. Not a single follow-up from anyone at Thermador or their warranty department. This has been a complete and utter failure of customer support. I, as a customer, have been left stranded, while Thermador hides behind red tape and the illusion of “support.” Their outsourced extended warranty service program is a disgrace and is actively destroying Thermador’s reputation.Let me be blunt: The extended warranty program is BROKEN. The third-party company they’ve hired to manage the program could not run a popcorn stand, let alone a national warranty operation. They are incompetent, disorganized, and utterly disconnected from the customer experience.I will never — and I mean NEVER — purchase another Thermador or Bosch product again.If this is how BSH Home Appliances Corporation, under CEO Darcy Clarkson, chooses to run North American operations, then shame on them.The extended warranty service is horrendous. The support is non-existent. And how they expect to stay in business long-term is beyond comprehension.
Thermador has the worst service. DO NOT BUY. Purchased the high end PRD364WDGC 36-INCH DUAL-FUEL PRO. GRAND® RANGE WITH GRIDDLE. $15,000 ;The oven has NEVER worked. I was patient and went through the process of service calls (takes a month) , ordering part (a few weeks), coming back to instal the new parts(a month), nothing worked. At this point the service person recommended replacing. Sent in the report and since then, have heard, 'we appreciate your patience" "we are truly sorry for the ongoing delay" "Your case is still under review"......What exactly are they reviewing? AN OVEN THAT HAS NEVER WORKED. I dont think this is much of a head scratcher. For SEVEN MONTHS I have had no oven. My needs clearly have zero impact. They could care less of their customer. They just keep stringing this along. Don't even consider Thermador, RUN from purchasing anything Thermador. Such a regret. I want a refund at this point at buy another brand.
I called to schedule a repairfor my refrigerator over a week ago. Im still waiting for them to schedule a repair. I paid over $1300 for an extended warranty. I have called several times and they asurded me someone would call. This company is a joke and I would never recommend buying their products .
I bought a very expensive cooktop. I thought I was using the right pans but I got a message that I wasn't. I called customer service and that experience was the worst customer experience I've had in a long time. I used to run amazon.com customer service (tech) department.
Do not buy Thermador. We waisted thousands of dollars! Range led panel died one month after warranty - can not use oven. Replacement cost is outrageous. Also the overall features of the range are poor: 1) same size burners which are not good for small pots 2) Star burner design is difficult to clean and actually hurts your hand when wiping inside 3) Oven vent is in back of the cooktop at the same level - food and liguids fall in and you can not clean 4) 36" inch gas oven takes more than 25 minutes to preheat
Review of Thermador DishwasherWhen it comes to dishwashers, my Thermador model stands as the best I've ever owned. It delivers exceptional performance, a testament to its engineering and quality. In many ways, it represents an upgrade over the standard Bosch models, with Thermador adding innovative features that enhance its utility and efficiency.However, my experience with Thermador as a company leaves much to be desired. The customer service is incredibly lacking. Any attempt to reach out for support is met with frustration. Calls to their customer service are redirected with the unhelpful suggestion to "call your closest service department," leaving you with more questions than answers. The staff seems disconnected from the purpose of their roles, often speaking down to callers and expressing bewilderment as to why one might seek assistance.Despite these customer service challenges, I find myself recommending the dishwasher. It's important to note that Thermador is owned by Bosch, a company renowned for producing outstanding dishwashers. This connection likely contributes to the superior quality and innovation found in my Thermador unit. I genuinely appreciate the additional features Thermador has introduced, which underscore their commitment to bringing innovation to households.In summary, while the dishwasher itself is a remarkable appliance, the company's customer service experience leaves much to be desired. I’d never buy any of their other appliances. 
