BSH Home Appliances - Global Reviews 380

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 Customer services staff are friendly people for the most part but are following outdated and unreasonable policies that don't value the customer in the slightest.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

I am writing to you due to the reason that my refrigerator doesn't work. I bought the refrigerator at SCS shop(Wien) last year in October.

I have contacted the Bosch service two weeks ago to make an appointment and appointment was confirmed by email and SMS. I got a confirmation that service technician will come to my house on 28.08.2023 between 07 and 10 o'clock.
This morning I received an SMS that my appointment is cancelled.
I have tried to reach them out and no one is answering.

This behaviour is unprofessional and unacceptable.
It is a middle of the summer and I don't have refrigerator and no one is coming to fix the issue or replace the device.

[ITA] Ordinata una lavasciuga, ma arrivata una lavatrice, per un errore di dicitura sul loro sito.
Ammesso l'errore, l'unica soluzione proposta è stata: aspettare due settimane dopo le loro ferie, senza poter ovviamente usare la lavatrice arrivata, per poi avere rimborso.
Nonostante varie email e telefonate, e nonostante la mia disponibilità all'acquisto di un'asciugatrice per compensare il loro errore ma proponendogli pagamento a rate, non hanno saputo fare e proporre altro, quindi mi ritrovo con un prodotto a metà che ho ovviamente dovuto usare, non avendo avuto soluzioni alternative.
Supporto al cliente inesistente, per di più dopo un loro errore. Pessimi.

[ENG] Ordered a washer-dryer, but a washing machine arrived, due to an error in the wording on their site.
Having admitted the error, the only solution proposed was: wait two weeks after their holiday, obviously without being able to use the washing machine that had arrived, and then get a refund.
Despite several emails and phone calls, and despite my willingness to buy a tumble dryer to compensate for their mistake but proposing payment in instalments, they were unable to do anything else, so I ended up with a half-finished product that I obviously had to use, having had no alternative solutions.
Non-existent customer support, moreover after their mistake. Very bad.

If it was possible for 0 stars that's what I would have given. Ordered part but it was never sent and no refund. Have now seen other reviews and know I am not alone.
Have been told a spiel about UPS not being able to deliver it, but I'd heard nothing from UPS, and I doubt that these parts were ever sent out in the first place. Ciara at customer services says she's going to sort it and ring back - does nothing
Also they give you the impression you are dealing with Bosh direct - not so

Quick to accept my booking for an engineer callout to investigate my faulty oven.
Having shared all relevant information about the oven in advance (Make, model, serial number etc) the booking was accepted.

Only after coming to site, was the engineer able to inform me that replacement parts are not available for that make & model of oven.

Clearly I could have been warned of this fact prior to the callout being accepted. If BSH did that however, this company would not be able to easily take £120 of my money for nothing.

Well, having looked on trust-pilot after booking a call out for my failed warming drawer, I was expecting the worst. However I could not have been more wrong.
Warming drawer failed, contacted Bosch and requested a call out which happened within 48 hours.
Engineer was to call between 12 and 16:00pm.
0715 am I get a call to say can he come at 0730. This worked very well for me, so he duly arrived, was polite and matter of fact, sorted the issue out and replaced a part there and then. Bish bash bosh.
Excellent service
Thanks Paul for being so efficient

I have been trying to get a part for my washing machine from BSH for 3 months. Every time I call I am told it is 'in stock in Germany'. I have also been told it is in the UK and will be despatched 'tomorrow' twice. It never arrives. No one seems bothered and repeated promises to investigate end with either despatch is imminent or no return call. Very poor service.

I can’t be bothered to leave a review!
Book a repair of Siemens dishwasher over warranty-3 Months old E00-31/pump,
I have lower the legs of appliance to be easier for the repair guy to take off the appliance out due to rised kitchen floor.This kinked the appliance forward.The guy turn up write a report that the appliance was install incorrect tick the box that this is the fault and left. For him this is looking like first time fix! For me as a customer I still got faulty appliances.I have called to ask for another visit to get the repair done and received a date 10 days later this is a nonsense. What this experience teach me is I will never ever buy on appliance and expecting same company BHS group to service the warranty. It is a shame for the German manufacturer to be abused this way In the UK. Unfortunately modern world create business models which are abusing customers under legitimate rights!

Had a time of the appointment, waited in, no contact. Called at the end of the time on text, engineer is delayed, will be another 1.5 hours. No decency to call the customer and let them know. Very poor service.

We have recently had a new kitchen installed for which we have included all NEFF equipment.. Through our fitting company who ordered and fitted the equipment all is working well with the exception of a Neff combi oven which has been on order for 28 weeks. On behalf of the fitting company I wrote to BSH the NEFF distributor for the UK 2 weeks ago outlining the problem and seeking a solution. I have not even had the curtesy of a reply. Now looking at the star rating of this company I can understand why THEY SIMPLY DON'T CARE.

Ordered a part and received a dispatched e-mail with UPS tracking number . No part arrived and tracking number not recognised. No response to emails from ‘customer service’
Update. Part received.

Appalling service. Regrettably the insurer Domestic and General are going to lose our business if they cannot provide a more competent contractor to fulfil their requirements. Use to have a local contractor to carry out repairs with never an issue but since D & G changed to BSH nothing but trouble.

The below 1star reviews are spot on. They make mistakes and blame the insurer.

Really poor service.

Avoid using this Bosch / BSH-Group at all costs. Unfortunately I am unable to give zero stars.

17+ phone calls, multiple delivery times missed (even when it was marked out for delivery), packages lost and then failure to send out replacements in specify timeframe. Rude staff and ZERO ACCOUNTABILITY from senior management. Unable to for fill promises outlined in their own emails.

You would have though that a global brand like Bosch / BSH Home appliances would have a set of customer service standards to follow and put the consumer at the heart of the process.
Every touch point of the consumer journey I experienced is fundamentally flawed.

I would have never expected such a bad service from this brand. Ordered 2 items, returned the most expensive one and about a week later they told me they received the cheapest one, incredible! I tell them this is not correct, to recheck it as the expensive item was very big and that they can just check the box. 2 weeks went by, no response from them and no refund, on top of that no answer to my emails, a total waste of money and time

Booked for an engineer to come to fix the drier on my washer. The engineer did not ring half an hour before he came, was rude and surly when he came and I have subsequently found he did not like my cats and has made it so the company will not send anyone else. If you have pets do not use this awful company.

I to would give this company a zero rating if I could.
After our 6 year old Bosch Tumble drier suddenly gave off a terrible musty spell which meant we couldn't use the machine. So we called out the engineer. He could find nothing wrong but couldn't access part of the machine.He said he had never come across this before. I paid extra for a cleaner they recommend but this made no difference. So after complaining they agreed as they had never come across this before to send two engineers and take the whole machine apart. Twice they cancelled at short notice without apology,
They came last week and stripped the machine. They expected to find lint at the base but said the machine was absolutely spotless. Which wasn't a surprise as my wife cleans the lint filter after every use.
They scratched their heads as they could find nothing that was causing this.
So I contacted Bosch and mentioned all our appliances were theirs and as the fault could not be found or of our making they should at least consider replacing or offering a reasonable gesture to buy another machine.
They were not interested.
I will never purchase from them again.
I have read your reply Charlotte. I would say that these tumble driers and according to your engineers are not complicated so they should be able to find where the smell is coming from once taken apart. Instead you charge for a engineer service and don't at least offer a refund when they are unable to find a fault.
This was Vanessa reply: "The warranty is for two years and outside this period the manufacturer will not assist with costs for repairs or replacements. We do, of course, give sympathetic consideration to repair charges when products fail very close to the initial guarantee period"
Your customers buy your products because they expect reliability and good back up.
What you offer is two years reliability and nothing more.
I have today purchased a Hotpoint machine and at least they offer 10 years warranty on parts and it's half the price of yours.
James why offer me £50 to stay brand loyal, If you'd have read to the bottom of the review you would see I have bought a Hotpoint. Frankly you could have offered me £500 and I would not have bought from your company again.
You insult my intelligence.

If I could give them zero stars I would. Unfortunately I've had to use their warranty /repair services on several occasions in the last 2yrs due to a faulty Siemens coffee machine (EQ300)... They do offer a similar service on every occasion. - slow, and useless!
I had a Siemens coffee machine that developed numerous faults. I had to make over a dozen phone calls to these cowboys and several emails to the CEO, Head office to get my repair service underway. It takes 7 to 10 days just to receive a return postage label to return the machine.to.them for repair. This company just doesn't care! Their repairs process is ancient! Why post a returns label to a customer when we have email nowadays? Not only does it cost them money it costs a lot of time??
On the several occasions I used them the repairs were of a poor standard and the time it took them throughout the process was ridiculously slow.
Thankfully I don't own a Siemens product anymore. I have no trust in their warranty / repairs service. It is beyond poor and still in the 1980's. Whilst this BSH company have the repair contract I will be avoiding Siemens products like so many others!

I ordered some accessories from Neff but when they arrived they were not what I expected, so returned them via the very convoluted method they make you go through to return goods. I received a refund for one item but not the other. I have contacted Neff via phone twice now and I am still waiting for my refund 3 weeks later. This is completely unacceptable. I am also unable to find out how you put in a formal complaint about them as there is no information readily available to allow you to do this.

Terrible company. Stay clear. Booked an NEFF engineer and was told the earliest appointment 10 days time. Appointment was this morning and got a text at 7.30am saying it was cancelled. Tried calling to find out and twice got the call cut off. Terrible customer service and been told I have to wait another week as the engineer is off sick and that’s the only person who covers our area. We are without a working oven and have been let down very badly. Asked what happens if he is off sick next Friday and they didn’t answer……
In my experience stay clear of this company as they let you down and won’t try and help you resolve the problem.