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: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.

  I bought a SMEG range from ****** on 12/10/2024. The item arrived on 1/8/2025 not working (oven heats up to desired temp and then immediately turns off and cools down. On 1/14/2025 I contacted **** customer service at ************** and they said they would send my request to a servicer. On 1/17/25 when I didn't hear anything back I called again. They said that a service company (****************************) had accepted my job and that I should be hearing from them soon but that I could reach out to them to try to get on their schedule sooner. I called **************************** and they said they did not have a request in my name. I called back to SMEG and was brushed off and told ******* had accepted my ticket and to wait longer. I waited 3 more days and called ******* on 1/21/2024 again only to be told they still did not have a request in my name and also that they don't even service my zip code. I called SMEG customer service and first reached a voicemail (even though I called 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. 

  Customer Answer

  Date: 01/24/2025

  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,
  
  **** ********
  
  
  
   
  
  

  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.

  On April 7, 2023, I ordered a Smeg 50s style 24" top freezer 9.92 cu. ft. refrigerator from *******. On October 9, 2024 the refrigerator motor ceased to work. Since then I have been using it is an icebox with frozen water bottles in it to keep things cold. I notified smeg as the unit is still under warranty. It is now 11/26 and I cannot get them to send a service person out to me to get it repaired. I am losing faith in this company and feel they will not repair the model. I am asking for a refund at this point.

  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.

  Customer Answer

  Date: 12/12/2024

  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: 12/23/2024

  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.

  Ive had the kettle for a little while now, and I love it. However, given the price, I anticipated that it would last longer. Its disappointing that Im already facing issues, and it doesn't seem fair to have to replace it entirely by purchasing a brand new one. At this price point, I believe there should be some type of warranty. While I understand it won't last forever, it didnt last as long as I expected, so Im hoping theres something you can do.

  Customer Answer

  Date: 11/05/2024

  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

• Initial Complaint

  Date:08/26/2024

  Type:Order 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 purchased an electric kettle and after one use the kettle stopped working. No of the buttons worked. I tried a calling to process warranty and they never picked up. I finally got an email and I filled the formed and send all the information including receipts. I have received no emails back and after leaving multiple messages but I never hear back.

  Business Response

  Date: 09/09/2024

  Hello,

  An email was sent to the customer and we will replace the kettle.
  

   

   

  Customer Answer

  Date: 09/18/2024

  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.
  
  

  Hello *****,

  
  

  Thanks for the information. I got the replacement today. I am happy with the resolution. Thanks for your help ! 

   
  
   
  
  

• Initial Complaint

  Date:06/11/2024

  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.

  After purchasing the milk frother in April, i realize one of the whisks is missing. I have attempted to reach out to SMEG customer service every week since then. I get the same vague reply on a rotating basis. they ask for details of the product and then radio silence to all my weekly inquiries. then i get another email asking for details of the product like it's the first time. no one is willing to actually address my issue. their customer service is reason alone to never purchase another of their products again, ever. My only blessing is i didn't invest, then lose, a large amount of money. they should just ship me a new one.

  Business Response

  Date: 06/28/2024

  SMEG USA ****************

  Business Response

  Date: 07/08/2024

  Thanks for contacting SMEG USA. We have attempted to collect the required warranty claim information from ***** and her loved one, ****, since her original claim was received to no avail. Our process requires that a customer submits their model information and address so that we ship the correct part to the right address. Our most recent correspondence with the customer on, June ******* is attached. 

• Initial Complaint

  Date:05/17/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 few months ago a blender that I had gotten from Smeg stopped working and was actually blowing fuses in our house when plugged in. They were actually very helpful with replacing it however after the replacement arrived is when I started having my issue with them. Some how my email was being linked to other peoples replacements. I have been receiving tracking information on peoples replacements being sent to them and then for their they are sending back. I tried emailing customer service which Ive done multiple times about it because there is no customer service number. I spoke to their showroom as my next step and they gave me customer service email to contact (again). They also provided me with an actual person. I called (his work cell)multiple times and left multiple voicemails. I finally got him on the phone(never called me back), he was very abrupt and **** and told me he would take care of it. Did not take care of it. Again emailed customer service and finally got a response saying they would help and get the ***** tracking emails to stop. They have NOT stopped. I still get them all the time! Ive remained customer service and no one responds. Im getting quite frustrated with the lack of response and customer service. Every email has the customers shipping information and tracking number, if I was a dishonest person Im sure I could get the tracking changed to a diff address and steal packages(obviously not what I want to do at all but just saying someone could). Im just out of options on how to get Smeg to respond and take care of the issue.

  Business Response

  Date: 07/08/2024

  We have been in contact with this customer since May and have requested that they unsubscribe in the footer of the email. We have not heard back from the member. 

  Customer Answer

  Date: 07/12/2024

  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]

   

  There is not an option to opt out of the emails, I have looked multiple times, I have called ***** and because it was generated on their end I can not stop the emails. FedEx customer service said it was on their end. I have also sent them multiple screen shots and have forwarded the emails per their request so that they can stop them. I have emailed  multiple times that I am still receiving these ***** trackings. They have stopped responding to my emails. In fact I just got one email yesterday and one the day before regarding tracking for other peoples items. There is nothing I can do on my end to stop them. FedEx customer service said that because it was generated on their end by their system that they have to be the one to stop it. Dealing with Smeg has been a nightmare, theres not an actual customer service number to talk to someone. All you get is options to about specifics for appliances, I did try and talk to someone in logistics but that goes directly to voicemail and the voicemail is full. You call the showroom but they cant really help you because they are just store associates. Ive been passed on from person to person and no one can resolve this issue, so no I am not happy with their response because Ive tried to get their help and they ignore you or just dont help.

   

   

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

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

• Initial Complaint

  Date:04/30/2024

  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 bought a ********* Coffee Maker from ******** Sonoma exactly one year ago. The warranty is 24 months.I have been attempting to contact their *************************** for over three weeks, and nobody returns my calls or emails!The phone number always goes to voicemail, and I have left three messages. I have emailed three different emails listed on their website twice each!Nobody is bothering to return my calls or reply to my email requests for service/support.The coffee maker suddenly just stopped brewing one day a month ago, and all I need it somebody to help troubleshoot it and help me resolve the issue or replace it.I am utterly dismayed at the lack of care of response from Smeg. I contacted ******** Sonoma as well, but they said all they could do is document it at this point.

  Business Response

  Date: 07/08/2024

  While we do not have record of this customer's complaint, based on what they shared in their comment their unit is likely out of warranty.  As part of our commitment, all SMEG major appliances (including refrigerators,freezers, ventilation hoods, cooktops, ranges, wall ovens, built-in coffee systems, warming drawers, wine and beverage coolers, and dishwashers, excluding small appliances) sold in the ************* and ****** come with an extended manufacturer's 2-year warranty, covering both parts and labor. This represents a doubling of SMEG USA's existing 1-year coverage for small appliances. You can review the full policy, here: *************************************************************************************************;

  We responded to let the member know about the status of this warranty claim. 

  Customer Answer

  Date: 07/15/2024

  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]

  I saw the email from Smeg and it is inaccurate. I emailed them proof that I initially reached out, several times, BEFORE my appliance was out of warranty. I emailed and left voicemails in the beginning of April. I received the item on April 15th of last year. Therefore, I believe they are playing a game where they allow the warranty to wind down before ***lying. My history was finally able to reach a *** named ******* ******** back in the beginning of June, a d after performing some basic troubleshooting with me, he suddenly stopped responding when I asked for next steps. This is when I then suddenly got a response out of the blue stating that my coffee maker is out of warranty. I sent that person, ******** ****** proof of my emails prior to warranty expiring and have heard nothing back. This company is shady and you need only read other similar stories to mine on trust pilot to see that.

   

   

   

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

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

  Business Response

  Date: 09/23/2024

  To whom it may concern.

   

  in order to assist the customer, company needs copy of proof of purchase, model number and serial number. Information are currently not available therefore company cannot confirm warranty status and the only outcome is denying warranty. Should the customer provide requested information, company may be able to assist and revert the decision.

   

  Best,

   

  SMEG team

• Initial Complaint

  Date:04/22/2024

  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.

  Purchased a new condo in ***********, ** that came with a SMEG built in refrigerator (model CB465UI). Immediately (April 5, 2024) upon moving in I noticed there was ice building up inside the refrigerator section and the temperature was not that cold. I immediately called the service number and was put on hold. I then was told toleave a message. I did this every day for a week. I also left email messages. The next week I was able to get through and said I needed a case number. I finally received an email with a link to submit a claim. Filled it out and days later nothing happended. I was able to get through to the service number and they said they will look into it. A few days later I did get a service number (2102). However no call was made to me to schedule service. I now cannot get through to servce. It has a been a week since I received the case number. We are leaving voice, text and emai meaages for help but no avail We need to get an authorized repair technician to repair the unit. Since SMEG is a rare made in ***** refrigerator only an authorized repair can be made. The company US headquarters is based in *** which is why I am reaching out

  Business Response

  Date: 06/28/2024

  Hello,
  Thank you for reaching out to SMEG USA! We're sorry to hear about the issue you're experiencing with your refrigerator.
  
  Our records show that service call was made, and the unit was ultimately replaced. This ticket was created at your address under another resident of the dwellings account. 
  
  Thank you for being a valued customer of ********************.

  Customer Answer

  Date: 06/29/2024

  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,
  
  *****************************