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:04/21/2023

  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.

  Two years ago I decided that I needed to buy the best appliances for my new home, in my mind the only brands was Wolf, Sub-Zero and Cove. I place the order for all the kitchen equipment on September 24, 2021. At that time the delivery was between 16 to 20 weeks. After a longer waiting than expected the equipment arrived on 8/26/22. Since then the unexpected occurred: All the installed equipment even it was new all was incredibly dirty, not the best image for your brand. The first day when I tested the water dispenser, the Refrigerator 36 model IC-36RID-RH has a leak on the water dispenser, up to today I still do not have a date for the repair because there is not date for the spare parts arrival.Since the installation date September 16, 2021, the speed oven SPO30PM/S/PH was not heating neither any key was working, they order a replacement that arrived until February 13, 2023 A few months later I also order the equipment for the Home Bar area on January 20, 2022 also after a long waiting the I started receiving partial deliveries. The freezer drawers ******* arrived on September 6, 2021, I use it for a 3 months and on March 2nd, 2023, suddenly there was a leak on the equipment, technical service arrive and they said that the compressor was not working a replacement is necessary and up to today I still do not have a final repair date. The equipment is off since March 2, 2023.The wine cooler IW-18A-LH was even more delay. Finally it arrived yesterday April 17, 2023. They open the box for the installation and surprise the equipment is damage. I definitely want to get a new equipment and without a damage, not a repair one. I will continue using the piece that I got borrowed from a showroom until I get the piece that I ordered.I also ordered an additional handle to match the look, I place the order in December 2022, ETA is incredible until September 2023.

  Business Response

  Date: 04/24/2023

  Sub-*********** **** is very committed to customer satisfaction and takes these matters very seriously.  We have reviewed the information provided and will have a member of our Customer Advocate team reach out to the consumer within the next 24 business hours. 

• Initial Complaint

  Date:04/19/2023

  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 ordered two Sub Zero refrigerators, a Sub Zero freezer and all WOLF appliances from ******************** in ********** ** on 4/20/22 for our house that is currently under construction. We were made aware that delays might be expected due to supply chain and other concerns for the Sub Zero DEC3650RR refrigerator and a DEC3650FIL freezer, but we were assured that by the time the unit was needed in May of 2023 it would be available. The salesperson repeatedly told us that it would be worth the wait for the quality of Sub Zero appliances. That date was moved to March, June, July, August and now September of 2023. I've received multiple excuses for the delays and I no longer believe any projection from Sub Zero. Had we known there would be persistent delays we would have purchased from a different manufacturer. I'm very disappointed in the company's lack of integrity and candor in communication to me via ********************.Today I queried another appliance store about lead time for these same units and they quoted November 2023. So my units will take ********************************************************* 7 months. Further evidence that Sub Zero continues to deceive potential buyers. Your product has a reputation for quality but my experience indicates you are not at all concerned about deceiving your customers. Absent direct and honest response from the company I will warn others about the company's performance and follow up as needed to protect our rights.

  Business Response

  Date: 04/25/2023

  On behalf of the entire team at Sub-Zero, Wolf and Cove, we would like to apologize for the inconvenience the delayed delivery of your order is causing you. A member of our *************************** will be in contact with you within the next 24 business hours. It will be helpful if you have a copy of your sales invoice which includes the dealer information, order/invoice date & number, PO number, and the specific model number(s) ordered. 

• Initial Complaint

  Date:04/06/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I have not received prior communication from a subzero representative prior to filing this complain. My communications were with my distributor only:

  - 11/2021 placed order

   - 2/2022 distributor called to tell me that you have changed your product line and our delivery date would not be provided until Jan. 2023.

  -1/2023 to get update on delivery date and was told 4/2023.
  -3/2023 asked if there was any possible way to find alternative product. Was told if I got out of line that I would have to go to the back if I reordered. Wait until 4/2023 for updated date.

  4/10/2023 - this issue was raised. Not long after the subzero response was posted here, I received an email from a Product Specialist at Subzero requesting my order information so he could research.

  I informed him that upon receiving this posting back that had no sustenance to assist in this matter, I cancelled my order and requested a refund. I cannot move forward without a confirmed date of delivery and there are other viable built in options readily available. 

  This case is closed.
  
  Regards,
  
  *************************

  Business Response

  Date: 04/10/2023

  On behalf of the entire team at Sub-Zero, Wolf, and Cove, we would like to apologize for the inconvenience the delayed delivery of your order is causing you. Please know our organization is dedicated to increasing production while maintaining our superior quality standards. Supply chain disruptions remain a worldwide issue that has intersected with unprecedented demand of our family of brands. Although we have taken many steps to offset the impact of this issue on our manufacturing output, a handful of ongoing supply shortages are still having a significant effect on the production of many product families. This impact has unfortunately extended our fulfillment schedule and we have explained this to **************** on several occasions.

  Business Response

  Date: 04/13/2023

  We asked that a member of our Product Specialist team make contact with **************** after receiving complaint ID ********. Our records show that an attempt to contact **************** was made on Monday, April 10th which was followed up by an email. In response to that email **************** informed us that he cancelled his Sub-Zero order and requested a refund. Unfortunately, the cancellation has already been processed and our Product Distributor is unable to make changes. We sincerely apologize for any confusion based on our initial response; we did realize that all communication had been taking place with our Product Distributor. At the factory level we never see individual customer orders as the retailer would have placed their order through the regional Product Distributor. 

  Customer Answer

  Date: 04/17/2023

  [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:04/03/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No I didn't receive the part. The Sub-zero customer support told me they placed an order but there's no part available. Unable to locate a few pieces of screws is ridiculous. It caused me time & money to rescheduled the panel installation and a mess in my kitchen. 
  
  Regards,
  
  ***********

  Business Response

  Date: 04/04/2023

  Sub-*********** **** is very committed to customer satisfaction and takes these matters seriously. We have reviewed the information provided and can confirm a parts order was placed Wed, March 29th and is scheduled to ship today next day air. 

  Customer Answer

  Date: 04/17/2023

  [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 ********. I am still upset about the quality control of subzero, however the issue with the unit is resolved after I installed the screws myself. 

  Thanks for helping. 
  
  Regards,
  
  ***********

  
  

  Business Response

  Date: 04/13/2023

  Sub-*************** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and can confirm that the parts were delivered to the customer on Friday, April 7th at ******* via UPS. 

• Initial Complaint

  Date:03/30/2023

  Type:Sales and Advertising 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.

  My wife and I ordered a Sub Zero IT-36CI-LH refrigerator from ****** Diamond on November 24, 2021. While we were made aware that delays might be expected due to supply chain and other concerns, we were assured that by the time the unit was needed (January 2023) it would be available. In fact, we received confirmation of a January delivery date. That date was moved to March, and it has just been moved to June. Had we been known of the continuing delays earlier, we would have changed our kitchen design as necessary to accommodate a different unit or something from a different manufacturer. As repeat Sub Zero customers, we could not be more disappointed in the companys lack of integrity and candor in communication with us. Absent direct and honest response from the company we will warn others about the companys performance and follow up as needed to protect our rights.

  Business Response

  Date: 03/31/2023

  On behalf of the entire team at Sub-Zero, Wolf, and Cove, we would like to apologize for the inconvenience the delayed delivery of your order is causing you. Please know our organization is dedicated to increasing production while maintaining our superior quality standards. 

  Supply chain disruptions remain a worldwide issue that has intersected with unprecedented demand for our family of brands. Although we have taken many steps to offset the impact of this issue on our manufacturing output, a handful of ongoing supply shortages are still having a significant effect on the production of many product families. This impact has unfortunately extended our fulfillment schedule. 

  Our commitment is to address every challenge as efficiently as possible without compromising the standards you expect from your investment in our appliances. That means we must continue to be vigilant in inspecting and testing every product. We stand behind the longevity and exceptional performance of each appliance in our portfolio and want to be sure the products we sell you will last for decades. 

  We are confident that your Sub-Zero appliance will be worth the wait. In saying that, trust that our team wants to fulfill your order as quickly as possible.  A member of our *************************** will be contacting you within the next 2 business days.  

• Initial Complaint

  Date:03/23/2023

  Type:Billing 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 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,
  
  *******************
  

  Business Response

  Date: 03/24/2023

  Sub-***** *** is very committed to our customers satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.

• Initial Complaint

  Date:03/23/2023

  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.

  We are a small home builder in *******. We purchased and paid for Sub-Zero column refrigerator and freezer in March 2022 through our supplier "******* Home and Appliance" (previously ******* Wholesale) with an order number of ******. These are the top-of-the-line and most expensive refrigertion products we have ever installed into one of our homes paying a little more than $22,000 for these two units.We were told by both the supplier and the Sub-Zero show room rep's that we could expect these appliances in approximately six months or so. We also got updates from our supplier notifying us of a new delayed projected delivery date. This delay tactic occurred four times. It is now March of 2023 and I just received another email today from our supplier that these will be delayed yet again and now won't be available until September 2023! The supplier has told me that we could substitute product temporarily until such time as the Sub-Zero product arrives. This is helpful but not really practical since buyer's expectation is to receive that which they too have paid for. You might ask, "why not just cancel the Sub-Zero product and buy something else?" The reason is because these are built-in units requiring the cabinets to be built exactly to their opening specification. We can't change the cabinetry without a major redesign, tear-out, and re-build expense. If we would have known that it truly would have been 18 months from order, we would have never purchased of course! But this constant promising of "Oh, just another couple of months" keeps us in hope that perhaps "this is the time".I worry that Sub-Zero is so far behind in production that they can't possibly catch up. I also worry that my appliances are being shipped to those companies with larger purchasing power and the reason why my product continues to get pushed back. It looks to me like Sub-Zero is heading towards bankruptcy. A business can't possibly recover after promising so much and delivering so little.

  Business Response

  Date: 03/24/2023

  Sub-***** *** is very committed to our customers satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.

• Initial Complaint

  Date:02/28/2023

  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.

  In September 20 20 we purchased five appliances from subzero, one of which was a cove dishwasher. From the start we had nothing but problems with it which took several months to resolve. The last problem we had was it was leaking water, and we were told we were unable to use it for 8 to 10 weeks as the part was backordered. For our inconvenience they said they would send us $1000 **** gift card that was in November 2021 it has never arrived. Ive called your customer service three different times the last time was January 2023 and they told me I would have it in 6 to 10 weeks , I would like this problem resolved I even suggested certified mail. My husband and I have carefully checked our mailbox and every single piece of mail. Theres nothing there. I dont know if they tell you that, but dont intend to follow through. I would like to resolve this issue.

  Business Response

  Date: 03/06/2023

  We apologize for the inconvenience regarding this matter. Sub-Zero has authorized a check be issued directly to you in the amount of $1,000, the check will be mailed under separate cover next Wed. We don't anticipate any problems with you receiving payment this way, please allow **** business days to receive. 

• Initial Complaint

  Date:02/23/2023

  Type:Customer Service 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.

  Sub Zero Promotions fail to process rebate offer, received an email on 6/28/20 asking for dealer info to be visible on invoice, this info was submitted, Subzero failed to acknowledge the receipt , no valid email provided, email would bounce back , when called customer service, they denied that they received any information, although it was uploaded on their website, I kept checking the website for claim status update, it was showing that they sent me an email with additional information, which I never received,

  Business Response

  Date: 07/21/2020

  Thanks for taking my call.  In reference to ID# ********, I have reached out to the consumer and as you can see from his response below, his rebate was in process and is now approved.  If you need anything else from me regarding this matter, please reach out.  My contact information is below.

   

  Take care,

   

  *****

  Business Response

  Date: 07/21/2020

  Thanks for taking my call.  In reference to ID# ********, I have reached out to the consumer and as you can see from his response below, his rebate was in process and is now approved.  If you need anything else from me regarding this matter, please reach out.  My contact information is below.

   

  Take care,

   

  *****

  Business Response

  Date: 03/02/2023

  This promotion was through our affiliated Product Distributor, ************************* They have confirmed through the 3rd party company that manages the promotion that the $500 **** Gift Card was mailed on July 16, 2020, to *********************************************************************. They have agreed to have another one re-issued, typically they indicate that it will take 3-4 weeks to arrive however they have put in a request to have it expedited. 

   

• Initial Complaint

  Date:02/15/2023

  Type:Billing 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.

  My husband (*********************************) and I ordered a refrigerator from SubZero in November 2021, through ***************************** in Pleasant (***************************************************************** *****). Our contact at ********* is ******************* ****************************** At the time, SubZero told ********* that there was a six-month wait for the refrigerator. We have now waited 15 months and still have not received the new refrigerator. Every month, Subzero tells ******************* at ********* that they need to push back the date another month. ******************* spoke with the SubZero distributor today, who said she is nearly certain Subzero has discontinued the refrigerator we have ordered and they may simply have no more models of this refrigerator. She was unable to provide him with any update on whether the refrigerator will ever be delivered to us or, if it will, when. We designed a new kitchen to fit this refrigerator and that process is complete, so we are unable to simply order a different refrigerator. ********* has told us that we can order the new model of the Subzero refrigerator (which is more expensive), but we will then be at the bottom of the customer list and may be waiting another year to receive the refrigerator. I would greatly appreciate any assistance you can provide.

  Business Response

  Date: 02/16/2023

  On behalf of the entire team at Sub-Zero, Wolf, and Cove, we would like to apologize for the inconvenience the delayed delivery of your order is causing you. Please know our organization is dedicated to increasing production while maintaining our superior quality standards. We have been in contact with ******************* and requested a copy of the sales invoice, once received we will be in a better position to provide an estimated time of delivery.