Complaints

This profile includes complaints for SMEG USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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SMEG USA, Inc. has 3 locations, listed below.

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  SMEG USA, Inc.

  150 E 58th St Fl 7 New York, NY 10155-0002

  
• 

  SMEG USA, Inc.

  150 East 58th Street - 7th Floor Suite 762 New York, NY 10155

  
• 

  SMEG USA, Inc.

  590 Belleville Tpke Bldg 1 Kearny, NJ 07032-4241

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:04/23/2025

  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.

  Toaster experienced a electrical issue that could have damaged my house. This is a known issue that is listed on a lot of reviews across websites. **** continues to ignore this issue.

  

  Business Response

  Date: 05/07/2025

  Dear ******,

  I am sorry to read about the electrical issues you have experienced with the toaster. Unfortunately, since its out of warranty, we cannot replace it with a new product. 

   

• Initial Complaint

  Date:04/16/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: company does not stand behind its products.  If this is how they go about avoiding warranties knowing well that the item was expensive and its broken within not even 2 years, then what they are selling is garbage.   The company is not even willing to provide a place where I can take it for repair.  As you can see , item is broken within 1.5 years of use. Im not asking for them to replace but more of providing me a place where to repair item. At least the company should have places or staff that does repairs.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

  

  Business Response

  Date: 04/16/2025

  Dear ******,

  I am here to clarify for you that the **** item in your possession is indeed out of manufacturer's warranty. The screenshot you shared from ****** (2 years) applies to our major domestic appliances (refrigerators, dishwashers, Cooking Ranges etc.) I am attaching the warranty card for the ***** *************** maker for your reference.  

  

  Business Response

  Date: 05/01/2025

  Dear ******,

  I apologize for the unfortunate circumstance but let me clarify the two main points in this. The unit in question, the BCC02EGMUS has a manufacturer's warranty for one year, not two. So this is an out of warranty unit. Secondly, we don't have a repair network of providers who we send these units to if we need them serviced, we do that in house. So we cannot refer you to an external solution as well. 

  I sincerely hope that helps explain the situation. 

• Initial Complaint

  Date:02/24/2025

  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 purchased a SMEG oven in July of 2022. We purchased it from Appliance Connection with a three year warranty. Two years after purchase the oven began to overheat causing it to shut down during normal operation. We attempted to fix the problem ourselves but even with extensive research and contacting the company were not able to find the correct replacement parts. There are also no clear SMEG technicians that we could find. We attempted to contact the original seller, however they apparently went out of business over a year ago. We then called **** customer services again seeking help with replacement parts, and they told us to submit a warranty claim. The manufacturer warranty was one year long. We told them we knew it was beyond the warranty period but they told us to submit regardless. We went through the long process of providing all the documentation of the issue only to receive a flat denial from them regarding replacement or repair. The oven caught fire twice in our home before we had to completely stop using it for the safety of our family. We spent $1500 on the unit initially and now have had to go spend an additional $2400 to purchase a new unit. We have been without an oven for three months which has been a significant hardship with a family of 9. I am not looking for any extravagant gesture on the companies part, but I would expect them to stand behind their product and offer replacement parts at a bare minimum. Repair of the unit at their expense would be even better. Replacement would be the best outcome.

  

  Business Response

  Date: 03/10/2025

  As per the request of the customer, a list of parts associated with the product and an exploded view diagram of the same has been shared with the customer. 

  We remain resolute to assist the customer further on any new questions or requests on this topic

• Initial Complaint

  Date:01/23/2025

  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.

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  during business hours) and then called again at 2 pm and was told the supervisor was on lunch break and I would hear from them soon....I have not received a call back hours later. I have now had a SMEG range for 2 weeks that does not work and I have not been able to use it to prepare food for my daughter. I just want a range that works like I paid for.

  

  Business Response

  Date: 01/23/2025

  Customer was contacted on 1/23 by the national service manager and was approved for full refund. 

  

  Business Response

  Date: 02/10/2025

  Dear All,

  Tess had received a test USD 1 payment last week, the remainder was released today 2/10 and confirmation reference was emailed to her as well. 

  Customer Answer

  Date: 02/11/2025

  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 and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  **** ********
   
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:11/27/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  
  Thank you for your message. The invoice in question reflects a zero balance because I had successfully completed my 18-month payment plan through the ******* credit card. All relevant documents were submitted to **** several months ago.
  I will follow up to ensure the invoice is reviewed and interpreted correctly. However, I must express my frustration at the delays in processing my refund, which is already overdue. I trust that this matter can now be resolved promptly and with the professionalism I expect from your company.
  Kind regards,
  ******** *****
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *****
  
  
  
  
   
  

  

  Business Response

  Date: 12/11/2024

  The customer was approved for a refund and then at the time of proof of purchase receipt we noticed that the item in question (the freezer) was zeroed out (please see invoice attached). 
  The customer has been requested to submit the receipt for the actual unit and upon collection of the receipt we will process the refund.

  

  Business Response

  Date: 12/23/2024

  Refund approved, test transaction for $1 sent, as soon as it is confirmed to have been received the remaining balance will be processed. 

  Thanks 

• Initial Complaint

  Date:10/11/2024

  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.

  At this time, I have been contacted directly by SMEG USA inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ******* ********

• Initial Complaint

  Date:09/12/2024

  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 purchased an espresso machine and grinder from the company. The machine stopped functioning properly with the machine no longer able to generate pressure within the warranty period. I reached out to the company leaving multiple messages and emails over multiple weeks and was unable to contact anyone in the service department. This company has violated the terms of the warranty and has violated our contract.

  

  Business Response

  Date: 09/23/2024

  To whom it may concern.

  We apologize for the late response. We would love the opportunity to rectify the situation. Our customer service team will reply to *** ****** original email to ********************************** . 

  Best,

  SMEG team