Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A shelf in the fridge cracked. I have called over 20 times and spoken with at least a dozen people. I keep being told the issue will be escalated. I have been asked to wait a week to speak with ***** the regional manager who also never got back to me. Every time I am told in every calls that someone will get back to me and never does. No solution has yet to be offered. Exceedingly aggravating.

  

  Business Response

  Date: 11/27/2023

  Dear BBB, we have passed on this case to ********* ************************* Manager for assistance. She will be in touch with the customer directly. Thank you, ********************** & ********************** ***

• Initial Complaint

  Date:10/27/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************************************* 36 In Professional Drop-In LP Gas Cooktop - Stainless Steel Model:CDV3-365L SKU:6457942 Gas Cooktop Purchased Feb 14, 2023 Grates are defective. All 3 grates are pitted and rusting severely.I contacted Fisher and Paykel on 10/11/2023 by chat I spoke with *****. I provided all necessary information and photos of the defective grates. That evening I received an email from ***** that a shipment was coming from Fisher and Paykel. I received two replacement grates but needed three. I contacted Fisher and Paykel by phone, email, and chat multiple times. I was told by ***** on 10/17/2023 that she had placed the order for the additional grate for replacement, order number: ********, but I never received it or conformation of shipment. I reached out but email to customer support specialist; ******************* who has been of NO help what so ever. Every email has been returned with endless questions and request for repeated information. I also reached out by chat again but was told that there was no order information for the order number I was given. I can not understand why Fisher and Paykel will not take care of this issue. This is very poor customer service, as well as terrible product quality.

  

  Business Response

  Date: 10/30/2023

  Dear BBB, We are sorry to hear ******************** did not get her order. After checking the systems, it looks like there may have been an error and the order was not saved, that is why it did not ship. We have now placed a new order (order#******** for part#******p side grate) and have checked it to ensure it did in fact get processed through the system. She should receive the order with the next ***** hours. 

  It appears as thought we also need to have ************************ serial number of the product. Our customer service manager has reached out to ******************** and left a message for her with her contact details. Please have ******************** contact her back with this information. 

  Thank you, 
  Fisher & Paykel ***

  Customer Answer

  Date: 10/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:10/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dishdrawer has had 2 problems within first year and 4 technician visits. One drawer still does not drain properly. Notes written for the technician are never received (for instance, after waiting 2 weeks for a part to come in, technician arrived without it and knowing nothing about it).Customer service has been abysmal. I was told I could only get a dealer credit, not a refund, and they were unwilling to cover the $365 installation fee. I was initially told that I could keep the dishdrawer until the new dishwasher arrived. After learning that it would ***********-8 weeks to order the new one I want, I called and confirmed this would still be ok and asked them to initiate the dealer credit. When I called to follow up, the story had changed and they would only issue a credit after the dealer took away the dishdrawer. This means I would be without even a half-functioning dishwasher (and a big hole in my kitchen) for 6-8 weeks since I can't order the new one until I have the credit.I have never once had them follow up with me. I always have to call, wait while they research the case, and then get told that someone else has to do something and they will follow up in a few days. Between that and their 5 hour service windows, the administrative inconvenience has been considerable.They should fully refund the dishdrawer and installation cost rather than issuing a credit for the dishdrawer only. It's clear they gave me a bad dishwasher and it is equally clear they are unable to fix it.

  

  Business Response

  Date: 10/10/2023

  Dear BBB, Our customer service manager has reported she spoke to ************ and resolved the issue to her satisfaction. Thank you, Fisher & Paykel ***

  Customer Answer

  Date: 10/10/2023

  I was told the BBB response would contain documentation of the resolution that was discussed and serve thus as my proof, but it contained no details. I need documentation of the agreement reached.

  My understanding is that I have up to 4 months to have the dishdrawer picked up by the dealer (to give me time to acquire a new one first), at which point I will get a dealer credit for the original purchase price and installation fee. The dishdrawer will not be under warranty/receive maintenance in the interim. Please confirm this understanding.

  Thank you,

  ****

  

  Business Response

  Date: 10/11/2023

  Dear BBB, Per Fisher & Paykel's new policy, resolutions are not discussed in detail on the BBB website, as they are not standard outcomes. ************ was provided a direct email as documentation. Please have her check her email for confirmation. 

  Thank you, Fisher & Paykel ***

  Customer Answer

  Date: 10/11/2023

  I have checked my email and do not see anything. Could you please resend the email?

  Thank you,

  ****

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********************************************** described the refrigerator as stainless steel but did not disclosed that it was made with very low iron which therefore made it non-magnetic. Had they disclosed that in the specs, I wouldn't have bought it. Although I bought this appliance at Best Buy In **********, **., it is still covered under the warranty and Best Buy instructed me to contact *********************************************** directly, which I did but got a response that they cannot offer any resolution on this issue because they were not obligated to disclose that it was a non-magnetic stainless steel.

  

  Business Response

  Date: 09/15/2023

  Dear BBB, Our records indicate ********************** issue is not a warranty issue and the unit is working as designed.
  Our **************** Manager requested ****************** quote the specific law that says we must provide information pertaining to whether the stainless on her doors is magnetic, but has not heard back. Our records also show that our **************** Manager suggested ****************** sell the unit privately if she is not satisfied with it. If she sells it privately,she can then purchase another brand that has the features that best suit her needs. We are sorry there is nothing more we can do to assist ******************. If she needs help with anything else, she is welcome to contact our Manager, and our Manager will do her best to resolve her request. Thank you,Fisher & Paykel ***

  Customer Answer

  Date: 09/15/2023

  This issue has been dragging on for months now. There may not be a law that requires Fisher & Paykel to state that the stainless steel has a low grade iron in it but they should have at least mention or notify the consumer about this in their description of the appliance. There is no way for me as a consumer to know that there is less iron in the composition of the stainless steel because my understanding of a stainless is steel is that it is magnetic.

  Fisher & Paykel wants to reduce their manufacturing cost at the expense of the counsumer. I trusted them because of my experience with the previous refrigerator I owned and was the main reason why I bought this one. 

  Fisher & Paykel's suggestion of me selling this appliance privately instead of correcting your misinformation about the product is absurd. You failed as a trusted entity and I will give your company the worst review I can to let other consumers know about your inability to resolve issues that you have caused.

  

  Business Response

  Date: 09/18/2023

  Dear BBB,
  

  Here are answers to the customers complaint:
  

  Customer: This issue has been dragging on for months now. There may not be a law that requires Fisher & Paykel to state that the stainless steel has a low grade iron in it but they should have at least mention or notify the consumer about this in their description of the appliance. There is no way for me as a consumer to know that there is less iron in the composition of the stainless steel because my understanding of a stainless is steel is that it is magnetic.

  Fisher & Paykel : We have never advertised if our panels are magnetic. We have only advertised what finish the panels are (e.g. Stainless Steel, ****** ******************************* style="font-size: 0.875rem;">Customer: ********************** & ********************** wants to reduce their manufacturing cost at the expense of the consumer.

  Fisher & Paykel: We use grade ******************************************************************** the market.

  Customer: I trusted them because of my experience with the previous refrigerator I owned and was the main reason why I bought this one. Fisher & Paykel's suggestion of me selling this appliance privately instead of correcting your misinformation about the product is absurd. You failed as a trusted entity and I will give your company the worst review I can to let other consumers know about your inability to resolve issues that you have caused.
  
  Fisher & Paykel: We do not understand what "misinformation" she is referring to. We have never advertised either way if our panels are magnetic. The issue here is that ****************** assumed that the product she was getting was the same even though her first unit was 7 years old. If the panels being magnetic were required in her application, then she ought to have done her due diligence to research the materials in the panels, and ask more questions as to whether they were what she was was specifically looking for.
  

  We are sorry ****************** is not satisfied with the product; we wish her well. 
  Sincerely, Fisher & Paykel ***

  Customer Answer

  Date: 09/18/2023

  I don't agree with their response but you may certainly close this case. This company is unprofessional and irresponsible!

  Fisher & Paykel made more money by selling a low iron stainless steel. Of course, they would not offer any compensation because they already kept the money and made more profit. 

  While it is true that you do not have to advertise that a stainless steel door is magnetic because it is a given. FYI - stainless steel is magnetic, no argument. The issue is that you change the composition of the stainless steel and that's is why you should make that a disclosure so we, the consumer will know that though your  appliance is stainless steel, it has a low iron and therefore non-magnetic. The specs published for this appliance is stainless steel and logically, one would think and assume it is magnetic...duh???

  BBB - please post all my rebuttal to Fisher & Paykel profile so that future consumers will know what to expect from them. You can include my name, etc. I fear nothing. . .

  This is the last you'll hear from me. 

• Initial Complaint

  Date:09/06/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought kitchen appliances from *********************************************** and registered for a rebate promotion. I received an email that my registration had been approved and that I should receive a rebate via a prepaid **** sent in an email from another company. In the email it said this could take up to 45 days. After 45 days I had not received my rebate, so I contacted the company as instructed in the confirmation email. They had no record of my rebate, so I contacted *********************************************** customer service and they said they would "re-issue" my rebate and I should expect another registration approval email sometime in the next week. This would be the same email that I received previously, instructing me to wait ANOTHER 45 days to receive my prepaid ***** This is completely unacceptable, and it makes me wonder if they are relying on customers forgetting about the rebate and failing to follow up.

  

  Business Response

  Date: 09/14/2023

  Dear BBB, We have reached out to our promotions team and have asked for an update. As soon as we hear something, we will have ******************** contacted.

  Customer Answer

  Date: 09/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a two drawer dishwasher through Best Buy in September of last year as part of new home construction project. The appliance was installed in April of this year. It has never worked properly and I worked with F&P through the warranty service to have it repaired. They have been out at least four separate times and it still does not work properly. F&P customer service team referred this to their ************************** Manager". That was approximately two months ago with no response. My multiple phone calls have said there is nothing they can do until this manager makes a decision. My warranty expires on the 14th and I believe they are stonewalling me to let the warranty expire and then pass the problem to Best Buy. Best Buy stated they cannot do anything until the warranty expires. In the meantime, I am left with a defective dishwasher. I just want it replaced.

  

  Business Response

  Date: 09/06/2023

  Dear Valued Customer, Our records indicate you have been contacted, and your case is being resolved to your satisfaction. If you have any questions, you can reach our customer service team 24 hours a day/7 days a week at ************. Sincerely, Fisher & Paykel *** 

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  New home construction move in date 2/28/22. F&P dual fuel range purchased from Fergusons via *****************************************. Due to vacations and summer home in ***** for 4 months we returned full time in November. ************ was shortly after in late November. Repeated service calls, finally on 2/7/23 it was decided to replace all modules and encoders. Still waiting. F&P unresponsive.

  

  Business Response

  Date: 06/20/2023

  Our regional service manager was handling this case. He said parts had been on back order and we were just waiting for them to be available.
  
  He said he will reach out to the service agent in the morning and find out what the status is.

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a set of *********************************************** kitchen appliances (cooktop, oven, microwave, hood, refrigerator, dishwasher) through a local retailer (*******************). I placed the order in July 2021. The cooktop, refrigerator, hood and dishwasher were delivered in late 2022, at which point were told that the oven and microwave were both backordered for several months. We installed the cooktop so that we would have something to cook with, and the cooktop did not work -- the pilot did not turn off even after the burner ignited. We contacted *********************************************** given it was brand new, and 3 months later, they still have not repaired the brand-new cooktop. The technician is booked out a month in advance, and so every time he comes and tries a new part which does not repair the cooktop, we have to wait another month for them to try again. For most of this time we have had no means to cook because we were also waiting on the oven and microwave. Today, they were meant to come between 7am-noon and we received a message from the technician at 3:30pm that they wouldn't be able to make it and we've been "rescheduled" for Monday, without anyone having checked with us whether Monday would be ok with us. At this point, we are so desperate to have a way to boil pasta that we'll have to have one of us stay home from work or pay our nanny overtime to come to be there on Monday, rather than risk getting back into their month-long queue. We've tried contacting both customer service and their showroom to get faster appointments and to ask for them to simply replace the cooktop given it is brand new never been used, to no avail.The service tracking number is SA-**********.

  

  Business Response

  Date: 03/14/2023

  Dear BBB, ******************** Manager has been in touch with the customer and advised her that both units (microwave and cooktop) will be exchanged. The customer is satisfied. Thank you, ********************** & ********************** ***

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a brand new built in panel ready refrigerator in November. Since i was renovating the house the refrigerator did not get installed until mid dec. Since the install, we have had constant problems and the customer service has been non existent.First service call was for Ice maker not working. Turns out, the installers did not put in the filter The technician installed it and made some changes to the settings. That causes the refrigerator to stop cooling completely. This was January 9 2023. I made another service called and took the day off to be there. Got a call in the morning saying the technician called out sick, had to wait another week. I told the Rep that with 2 toddlers in the house and medication it is impossible to live with a smaller outside refrigerator. Response was there is nothing we can do.The technician came out, got someone on the phone and fixed the problem. The refrigerator worked for 2 weeks, then started beeping and stopped cooling completely again. I made another appointment and again took time off work. Got a call in the morning of the service date that the technician is sick and the date needs to be moved back another week. I told the Rep this is really annoying, we have not been able to use a BRAND new refrigerator AT ALL. The response was the same as before.Today, February 27th was the rescheduled date and got yet another call saying the technician is on medical leave. I told them i am beyond frustrated and the response first was "there is nothing i can do". I bought an expensive refrigerator from a reputed company, have not been able to use the product and the customer service is just horrible.

  

  Business Response

  Date: 03/08/2023

  Dear BBB, our customer service manager called ****************, but did not get an answer, so she sent a text message yesterday and today. Please advise the customer to call her to discuss his case. Thank you, Fisher & Paykel ***

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are writing to file a complaint against *********************************************** regarding the defective refrigerator purchased from ******************** Company and installed on May 19, 2022. The model number is RF170WDRJX5, Serial number *********. Despite repeated contacts with ***********************************************, we have yet to receive a satisfactory resolution for either a replacement or refund for this defective refrigerator.We have attached a timeline of our repeated contacts from May 27, 2022 to February 7, 2023 and details of the problems we experienced since the very first day the refrigerator was delivered and installed. *********************************************** has not been able to confirm the cause of the constant noise problem. After inspection by their authorized service representative, their only suggestion was to replace the compressor in the hope that the problem might be fixed. However, many appliance professionals have advised against this invasive repair, especially on a new refrigerator. It is not recommended nor guaranteed to work. Also, this would create an extreme hardship in obtaining a back-up refrigerator during the compressor replacement and in the event the repair is unsuccessful we would still need to have a back-up refrigerator. *********************************************** has continuously advised us that someone would follow up to provide a satisfactory resolution. However, each time we have contacted them regarding the status of our case, we were referred to a different customer representatives, with no results, or they did not respond to our inquiry. We believe that *********************************************** has not fulfilled their obligations and have delivered a defective refrigerator. We are requesting your assistance in resolving the matter to obtain a refund or replacement with a new comparable refrigerator. Thank you for your attention to this issue. If you require any additional information, please contact us directly.

  

  Business Response

  Date: 06/20/2023

  A return authorization was approved on 2/15/2023 with the customers retailer. From what we understand, they took care of it with the customer, and we have not heard anything
  
  from the customer since.

  Customer Answer

  Date: 06/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****************** ***** Sell