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:04/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This is regarding a purchase of a Big Chill Refrigerator.The refrigerator was ordered on 5/2/2023 and had a faulty hinge on the doors. The hinge was replaced but the refrigerator began losing temperature repeatedly. Ticket #**** was initiated on 5/26/2023, and the part was delivered and the fridge installed. Initial questions about performance and temperature to the company were met with obfuscation and denial, until the fridge was out of warranty. Once I became strident in my inquiries, they refused to associate the faulty hinge as causing overload of the system by breaking the door seals and have drawn a long and torturous support process where they have repeatedly miscommunicated and dropped the ball. I have been without a working fridge for many months and it is beginning to cause severe distress -- without a refund I cannot afford a replacement. After three service calls and the repairman stating that the part needed wasn't available, the customer service (ticket ****** said they would apply for a refund, then pressured the repairman **** Appliance of ****) to order a different part. I spent hours on the phone with the big chill customer support team and the service repairman without locating the part in question successfully. Then after promising me a refund for the fridge since it's unrepairable, they are now saying somehow that it is repairable and starting the cycle all over again. It's nonsense and they are using unfair tactics to wear me down. I have been almost a year without a working fridge. Please help.I am seeking a full refund of the purchase price plus shipping costs: $3,640.07 I am seeking.a full refund of the service calls from Mr. ********** approx $500 If I have to start a class action suit, I will pursue damages due to stress, inability to have healthy food in my home, and abuse by the customer service representative for lying to me.

• Initial Complaint

  Date:12/06/2024

  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.

  The company has not done a thing in the last three years to help me with these appliances I ordered until today when I asked for their manufacture address. Its been three years. The fridge has gaps so the temp doesnt get colder than 42 degrees .The dishwasher does not have a functioning heating element to dry the dishes. The stove burners work on full blast or not working at all. There are unsafe gaps where the burner plate is, where the oven door is, and the bottom plate lets out heat. The inside of the oven does not heat at the temp it should. I have it set for 425, it will not get hotter then 300. The glass on the stove door is held on by double sided tape! These appliances are actually ********* appliances that this company Big Chill put their own cover over. I contacted the company a few days later after delivery and they said there is a 30% restocking fee. I couldnt even exchange them or have someone come out to fix! The warranty booklet is whirlpool as well with a big chill sticker over it. I have contacted customer service plenty of times and every time they are so sorry, but nothing they can do. If you leave an honest review about issues these have, they remove them on every platform. Their website, ********, ******, yelp! I contacted them recently asking questions about the stove yet again, and my warrenty is up. I feel as though they did not abide by their warranty because they never helped me out with all these issues. I was told repeatedly to get someone local to fix it. I had these problems with the appliances the first time I used them. I needed their address so I emailed the person who hasnt helped at all from big chill I asked if they kept all recorded phone calls and emails under my account. As soon as I sent that email, I got a call from her. According to them, there is no documentation on their end of any of the functionality issues. So its my word against their documents that they do not have because they delete the complaints!

  Business Response

  Date: 12/12/2024

  12/12/24
  RE: Complaint ID ********,  ******** ********/**** ********
  This is the response wed like to post to Ms. ******** for this complaint.
  
  Ms. ********,
  We apologize for the issues youve experienced with your appliances. Weve searched our records and have only found the concerns regarding the cosmetic issues that were brought up soon after the delivery of the appliances.  As such we havent been able to assist with any of the issues raised in this complaint. My team has offered to cover parts for the issues once a servicer has been out to diagnose the issues and determined what parts are needed. You have been conversing with the Big Chill support team as recently as December 11th, 2024. We are still actively supporting you as per the warranty and support processes we have and will continue to do so until the issues are resolved.
  We see you requested a refund not long after delivery and Big Chill stated one could be done following the terms of the warranty which included a 30% restock fee. At that time, it was noted you decided to keep the appliances,and we sent out logos to resolve the issue of mismatched logos. At this time Big Chill isnt able to process a refund of the appliances as youve had them for several years. We will continue to support you in getting the appliances issues resolved that you brought up in an email on 11/4/24.
  While we strive to be able to assist all of our customers,we know there are times we are going to struggle. We hope to earn your trust back as we continue to assist you in resolving these issues with your appliances.  
  Thank you,
  *** *******
  Senior Manager Customer Support
  ********************

  Customer Answer

  Date: 12/13/2024

  I was not given the option for a full refund after making the order with this company. I called to cancel the appliances before they were made! The appliances were on back order for months because they didnt have the parts to make them and at that point, they said there is a 30% restocking fee to cancel your order. There was no re stocking involved because nothing was made yet! 30% on a $14,000 order is ridiculous. I have reached out to this company numerous times after the delivery of the appliances with issues regarding the appliances. The only records they kept in my file was a cosmetic complaint. That was before my stove was shipped! This company was refused for the last two years while I had my warrenty to help trouble shoot, to help with parts, to find a repair company that can come out or to offer a replacement! The issue I am having now that I have had two companies come out and look at the appliances is, no one is familiar with the brand. Therefor I can not get them serviced because no company in my area can work on them. They did ship out an igniter for the stove as a courtesy now that my warrenty is up. I have had no help for the two years I have had this stove. 

  Customer Answer

  Date: 12/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22646201
  
  I am rejecting this response because:I was not given the option for a full refund after making the order with this company. I called to cancel the appliances before they were made! The appliances were on back order for months because they didnt have the parts to make them and at that point, they said there is a 30% restocking fee to cancel your order. There was no re stocking involved because nothing was made yet! 30% on a $14,000 order is ridiculous. I have reached out to this company numerous times after the delivery of the appliances with issues regarding the appliances. The only records they kept in my file was a cosmetic complaint. That was before my stove was shipped! This company was refused for the last two years while I had my warrenty to help trouble shoot, to help with parts, to find a repair company that can come out or to offer a replacement! The issue I am having now that I have had two companies come out and look at the appliances is, no one is familiar with the brand. Therefor I can not get them serviced because no company in my area can work on them. They did ship out an igniter for the stove as a courtesy now that my warrenty is up. I have had no help for the two years I have had this stove. 
  
  
  Regards,
  
  ******** ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/13/2024

  Unfortunately, we haven't been able to find any contacts regarding concerns about the appliances until recently other than the cosmetic issues that were addressed. The restocking fee is part of the purchase agreement that is accepted prior to completing the purchase. The reason for this is each appliance is custom built at the time of the order and while some of the appliances were on back order other parts of them were being built and set aside. 

  We have offered to do parts concessions to you to assist on getting the appliances running. We haven't received a response or any list of parts needed from your servicer. Once we receive the parts list from your servicer we will get them out to you or them to get the appliances running for you. 

  Thank you,

  Customer Answer

  Date: 12/26/2024

  I understand that on your end you have no proof of previous voice calls. As for the servicer, I can not find a company to service the appliances because they are not familiar with the brand. I have had two companys come out and take a look, which neither company is willing to work on them to due them being reliable and not having these parts. I dont know how I am supposed to figure out what is wrong with them when I can not find a company that is close to me that is willing to diagnose. This has been the problem for over two years. 

  Business Response

  Date: 01/22/2025

  We continue to work with the customer on a resolution to the issues they've brought to our attention. The customer is working with one person that is assisting them in finding resolution to the issues that have been raised and will continue to do so until the appliances are running as per manufacturer's specifications. 

  Thank you,
  ***
  Senior Manager, Customer Support
  ********************, Manufacturer of BlueStar Appliances
  ****************************************************************
  ************** option 2

   

• Initial Complaint

  Date:08/12/2024

  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 had bought a fridge from Big Chill last year and the website FAQ simply says contains big name componentsIts been a little over a year and the ice maker is broken. The door wont stay open, and the inside accent paints are already wearing off. I now have to pay for someone to repair the ice maker because they wont cover the repair, I did convince them to cover the parts at least, and when I call and give the repair folks my fridge model, I discover the entire fridge is a Beko that costs $2,500. I paid over $7,000 for this fridge and was never told that it wasnt just some components of big names that they used but its legitimately the ENTIRE fridge!!! The only difference is the doors! This is unjust, I was not informed that I was buying a Beko and would have never bought a Beko if that information was shared with me.

  Business Response

  Date: 08/30/2024

  Ms. ******
  
  We show that we were contacted on 8/5 regarding the ice maker issues with your appliance. Your appliance was within warranty from 3/1/2023-3/1/2024. We provided a one time concession for the ice maker needed for the repair as we are working towards resolution of the ice maker functionality issue.
  
  If you need immediate assistance,you can contact our customer support line at ************ option 2 between the hours of 8 AM and 4 PM CST Monday through Friday if the wait times for phone are too long you can email directly to ************************************************************************** 

  Customer Answer

  Date: 09/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22127698
  
  I am rejecting this response because:
  
  the ice maker should not be breaking on a $7000 fridge thats only 1 year old. I overpaid greatly for this fridge as the fridge only costs $2,500 because you put different doors on a cheap fridge. I should have received a high quality fridge for that price point. Your website says in a very brief tiny statement that it uses some name brand components but this is the entire fridge not just some components. Your website is misleading and that is unlawful. It should state this is a Beko fridge with fancy doors not some components. I am stuck with this when if you had properly informed me what I was getting I would have never ever ever purchased from you. I was expecting something worth $7000

  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/04/2024

  Ms. ********************** understand and apologize for the issues you are experiencing. We are providing the ice maker at no cost to you. All of the panels on the appliance are handmade and hand painted as the orders are placed for a new appliance. 
  
  If you need immediate assistance, you can contact our customer support line at ************ option 2 between the hours of 8 AM and 4 PM CST Monday through Friday if the wait times for phone are too long you can email directly to **************************************************************************
  
  

  Customer Answer

  Date: 09/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22127698
  
  I am rejecting this response because:
  
  Covering the ice maker does not make up for the fact that your website misleading me into buying a really low quality product thinking it was higher quality. Are hand painted doors worth $5,500?  It should be explicitly advertised on the product that it is a Beko fridge with custom made doors but your website does not offer that type of information anywhere. I deserve to know what I am purchasing to make a properly informed decision.
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/12/2024

  Ms. *****,

   

  I apologize we havent been able to satisfactorily answer your concerns. We state that we use big name components for our appliances on our website. In this instance Beko is one of the top appliance manufacturers in ******. Weve partnered with them as their product has proven durable and with the styling our customers want.

  
  We have offered to cover the ice maker since youve stated this has been an issue. Please let us know if there are issues other than the ice maker and contact us directly for assistance with this. You can email us at ***************************************** or you may call ************ Monday through Friday, 8 AM to 4 PM CST. 

  Customer Answer

  Date: 09/18/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22127698
  
  I am rejecting this response because:
  The company did not provide sufficient information to allow me to make an informed decision as a consumer. The website simply states big name components which is a misleading statement. I was not provided any information that indicated the entire fridge was a Beko, nor did I receive any information on the specific Big Name Brand they used, furthermore the entire fridge is Beko and not just a component of the fridge as the website states. 
  

  does this not go against the INFORM act?

  The INFORM Consumers Act is a law that requires online marketplaces to provide information about sellers and products to make online transactions more transparent. The law went into effect on June 27, 2023.

  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/05/2024

  Type:Product 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.

  Item was delivered not working upon delivery. Holiday 4th of july business closed. 5th advised me to call a dpecialist on my own to level install fridge. 200$ later on my own to find a specialist told me the fridge is deemed defective for the price. Gaps in gasket, poor craftmenship fridge twist easily when pulled. Scratch upon arrival fridge light does not shut off. Fridge not cooling. Brand new at 6k i need real help

  Business Response

  Date: 07/23/2024

  ********************, 

  
  We were first contacted regarding the issue with your appliance on 7/5/2024 and had advised you to contact an installer to confirm the appliance was leveled, before looking into a service call. We sent a check to reimburse for the service call on 7/17/2024 and authorized a refund of the entire appliance on 7/19/2024. 

  
  If you need immediate assistance, you can contact our customer support line at ************ option 2 between the hours of 8 AM and 4 PM CST Monday through Friday if the wait times for email are too long you can email directly to ***************************************** . 
  

  
  

• Initial Complaint

  Date:10/11/2023

  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.

  Big Chill Refrigerator Order #****** on June 21, 2023 Refrigerator Delivered on August 8, 2023. First complaint and need of service on Aug 21, 2023. Sent Video of problem noise on Aug 25 as requested. Big Chill slow to respond to complaint and follow up to when service would be sent. Big Chill sent a technician on Sept 15 . He was not prepared to repair the problem. A "part" was ordered by the company. No response until I reached out to them again and again. On October 4, Big Chill sent an email saying the part had been sent to the wrong address and they would reorder. Today, Oct 11, I still have not heard a word. Not only does the new refrigerator need a new compressor, the refrigerator is cheaply built. It was not disclosed to me at the point of sale that it was actually a ********* refrigerator that even **** ***** does not carry any more because of its poor quality.

  Business Response

  Date: 10/30/2023

  Dear ********************,
  We apologize for the issues you’ve experienced with the refrigerator. We show that our servicer tried to schedule a service for you on 11/1/23 but the call was disconnected. We’ve asked them to schedule the service to ensure the issue is resolved regardless of the contact. If that date doesn’t work they have assured us they are in your area weekly and will work with you to schedule the completion of the repair. Once the servicer completes the repairs the noise should cease according to our engineers.
  Regarding the use of the other manufacturers, we state on our website that we use major brands for sourcing materials. In this case that was the base model that was supplied. We will continue to stand behind our product to ensure you have a working refrigerator that meets your expectations.
  Thank you, 

  Customer Answer

  Date: 11/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: ****************** came today ( Nov 1, 2023) to supposedly replace the compressor. When he opened up the back of refrigerator he discovered that the new compressor he had finally received from ******** was not correct for the refrigrator. He called to order another again. This was the second repair visit since the installment date of August 8 when it was obvious there were problems. This is not acceptable.

  On top of that, I discovered that the refrigerator body is a ********* model that retails for under $ 700.00. This fact was not obvious anywhere on the company website. I was charge $4000.00 more for a cheap model refrigerator in a fancy disguise.

  I would like a full refund at this time.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 11/01/2023

  In addition, *********** Appliance Service was going to bill me, not Big Chill for the repair. See invoice.

  Customer Answer

  Date: 11/14/2023

  It is now approaching 2 weeks since the failure to repair the refrigerator on Nov 1 because the compressor "replacement" was incorrect. 

  I have not heard any explanation from Big Chill about the failure to repair the "new" refrigerator. They have not offered any idea of when it might be repaired and certainly no apology.

  With this lack of customer service, why would anyone ever want to keep this refrigerator?

  Customer Answer

  Date: 12/01/2023

  It is now Dec 1, 2023.

  I have not yet heard any response or received any update from Big Chill on the intent to repair or refund the cost of the defective refrigerator.

  Business Response

  Date: 12/27/2023

  The customer's parts were on back order for the repairs. The servicer has confirmed the order tracking information was received and are reaching out to the customer to schedule service to complete the repairs. 

• Initial Complaint

  Date:09/24/2023

  Type:Delivery 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 waited 8 weeks for my fridge to be delivered. The delivery company finally scheduled the delivery, I had to take time off to be there for the delivery. My son had to miss his after school program. We waited, they did not show and they did not call. I report it to Big Chill customer service. They say there is nothing they can do because its a contracted company. But they pay that company and the company works for them. They did not care. A week after the first scheduled delivery, a call was made to schedule the new delivery day. The window was from 1 to 5. At 6:30pm I got a call asking if they should reschedule. I said no we are here please deliver it. The delivery came at 8pm. The two guys delivering the fridge said they never deliver the fridges but their company made them. They did not have the tools to uncrate the fridge and were trying with things they found outside by the road. These two men could not handle the fridge at all. I have two small steps into my house and they couldn’t lift it. They were shoving and set it down in the cement steps. The whole FRONT of the pretty blue fridge is scratched. Deep scratches. It’s so sickening. This beautiful fridge is ruined and we waited a very long time for it and it spent a lot of money. Big Chill does not care.

  Business Response

  Date: 10/13/2023

  ******************,
  I apologize for the experience you had with the delivery company. We have contacted the delivery agent asking them to review what happened with your appliance and make changes going forward. The company that delivered the appliance to you are not the ones that made it as we only have locations in Iowa or PA for the manufacturing of the Big Chill product line and we don't have any delivery services.
  Regarding the damage to the front of the refrigerator, were locating a servicer to change out the door on the refrigerator and make sure its working properly which will ensure youve got your refrigerator there and looking the way you want in the fastest time frame.
  If you have further questions regarding this process or any other issues with your appliance, you can contact us by emailing in to Service@BigChill.*************** or you can call ************** between 8 AM to 4 PM CST Monday through Friday and well assist you.
  
  Thank you,
  *********************
  Senior Manager, Customer Support
  ******************** 

• Initial Complaint

  Date:07/31/2023

  Type:Product 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.

  Date of Transaction: 3/13/2023 Order #: ****** I purchased a refrigerator/freezer for my mother-in-law from Big Chill. My mother-in-law (****) lives in Burt, IA. I live in Houston, TX, so I was not able to be present when the unit was delivered. **** mentioned that the freezer often frosted so when I visited in June I inspected the unit. It is clear that the unit was damaged during the manufacturing process. There is clear documentation of this, and this is not in dispute. I have not had success in motivating Big Chill to address the problem. Most recently, I was told by an the customer service director (***************************) that they would consult with engineering department to determine a plan to resolve the issue. However, no follow-up was made and I have not had success in obtaining a response.

  Business Response

  Date: 08/23/2023

  
  ******************,
  We apologize for the delays. We show a replacement refrigerator was authorized on 7/31/23. We are currently producing the appliance and once it ships **** should receive a notice from the carrier who will arrange a date to complete the exchange.
  Please keep in mind that if you need immediate assistance, you can contact our customer support line at ************ option 2 between the hours of 8 AM and 4 PM CST Monday through Friday if the wait times for email are too long you can email directly to [email protected] . 
  

  Thank you,
  *********************
  Senior Manager, Customer Support
  ********************

  Customer Answer

  Date: 08/25/2023

  It appears a resolution may be in progress. 

  I'm reluctant to close out the complaint until the resolution is realized.

  I've attached email documentation.  Note that the customer service representative (********) that is corresponding with me via email failed to follow-up with me  to notify me of the planned resolution following our 7/31/23 phone call. She thinks (but is not sure) that she communicated with *********  She uses phone instead of email, which does not have any way to document communication. 

  Business Response

  Date: 09/18/2023

  ***, 

  We appreciate the concern about the closing of the ticket. We show the refrigerator shipped from our warehouse on 9/8/23 *********** shipping. The last mile delivery agent will contact **** regarding the delivery time frame as soon as the appliance has been received. They should coordinate the time and date of the delivery as well as the pickup of the old refrigerator. If you have any further questions regarding this please contact Big Chill Support at ************ option 2 between 8 AM and 4 PM CST Monday through Friday or email [email protected]. 

  Thank you,

  ********;

  Customer Answer

  Date: 10/07/2023

  I'm not sure why this was closed. As consumer and complainant I did not send any correspondence suggesting it should be closed.

  Big Chill has still not resolved this issue.

  Business Response

  Date: 10/13/2023

  9/28/23

   

  We apologize for the delays. We show a replacement refrigerator was authorized on 7/31/23 with an expected delivery date of 9/29/23. Jane should receive a notice from the carrier who will arrange a date to complete the exchange.

  Please keep in mind that if you need immediate assistance, you can contact our customer support line at ************ option * between the hours of 8 AM and 4 PM CST Monday through Friday if the wait times for email are too long you can email directly to [email protected] .
  

  Thank you,
   
  Senior Manager, Customer Support
  Big Chill

  Customer Answer

  Date: 10/23/2023

  Unfortunately, this has not been resolved.  The company attempted to exchange the unit, however the replacement unit was also damaged.

  Business Response

  Date: 10/24/2023

  *** *******, *** ****,
  We apologize the replacement refrigerator came in damaged
  again. With the issues that you’ve experienced and the lack of carriers that service
  the area, and their inability to guarantee a custom appliance will arrive undamaged, we have refunded your money so you can purchase an appliance that
  will be functional for you. We show this was communicated to you on 10/16/23, since
  then the check has been cut and mailed.

  Thank you,
  *** *******
  Senior Manager, Customer Support
  ****** ******* ***** *****

  Customer Answer

  Date: 11/07/2023

  I keep receiving emails indicating that BBB has closed this case. To be clear, this case has not been resolved by Big Chill. I would like the case to remain open until it is resolved. How should I go about reopening the case?

• Initial Complaint

  Date:06/19/2023

  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.

  Bought a fridge, stove, hood and dishwasher. All of them have had to have repairs and now Big Chill will not respond to service requests. Our stove is broken again.

  Business Response

  Date: 06/30/2023

  ******************,
  We apologize for the long wait on the repairs for your range. We show that on 5/27/23 we sent a dispatch off to the servicer you were working with and acknowledged that you could also contact them at that time. While we reached out were not certain why no communication reached you and why the servicer hasnt contacted you for the oven issue. In the future you are able to contact the servicer directly and for in warranty work they will authorize through Big Chill before coming out to complete repairs on any of your appliances.
  Please keep in mind that if you need immediate assistance you can contact our customer support line at ************ option 2 between the hours of 8 AM and 4 PM CST Monday through Friday if the wait times for email are too long.
  Thank you,
  *********************
  Senior Manager Customer Support
  ********************

  Customer Answer

  Date: 07/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:02/23/2023

  Type:Delivery 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 placed an order for a retro electric range & retro fridge on 10/10/22. It was order #****** for $11,398.18 & was notified I would receive a ship date soon. On 10/11/22, I received an e-mail asking me to confirm my purchase. On 10/25/22, I received an e-mail that my range would ship 11/16/22 and my fridge would ship 11/30/22.On 11/24/22, I sent an e-mail requesting a status update because I had not received a shipping confirmation. On 11/25/22, I was notified by ******* that the range was complete & fridge would ship 11/30/22.On 11/30/22, I received an e-mail that the fridge ship date had changed to 12/16/22,On 12/12/22, 12/13/22 and 12/14/22, I received an e-mail that the ship date for both appliances had changed to 1/6/23.On 12/15/22, I received an e-mail that the fridge had shipped & I would be contacted within 10-20 days to arrange delivery. On 12/19/22, I received an e-mail that the fridge & range had shipped & I would be contacted within 10-20 days to arrange delivery. Appliances arrived 12/22/22. Upon delivery, it was immediately determined that the fridge did not seal shut & was unusable. Upon further inspection, we found that paint was missing from both sides of the range as well. I contacted customer service on 12/22 by phone & email regarding the damages. On 12/22/22, I received an e-mail that the replacement part for the range was ordered from ******** Order ****** with ship date of 1/19/23. As of today, that part has not been received. I called multiple times & was told nothing could be done, they had to search for a repair company, they would not come pick up the appliances, I had agreed to repair being attempted first & that if I bought a replacement it would be at my own cost. On 1/6 they said they had a ************ service company coming out. They never came. Pictures of the fridge were requested 1/11 & sent 1/12.2/16 I was told a new repair company had to be found.2/20 they said a new fridge door was ordered but no one has serviced the fridge.

  Business Response

  Date: 04/04/2023

  We apologize for the issues experienced with delays in getting the product and issues with servicing the appliances in your area. As of the time this complaint was sent into the BBB, a check had been issued and cashed as a refund to the customer. A delivery agent has been contracted to pick up both appliances and is working with the customer to get them out of their home per the customer's request.
  
  Thank you,
  
  *********************
  Senior Manager, Customer Support
  ********************