Miele Appliance Gallery

For a company that sells such high-end products, the lack of customer centricity is appalling. When I finally got to Jim at the Presidents office I was expecting to have my issue resolved, yet he completely dismissed it with a sorry not sorry attitude and lacked very basic customer service skills. Had Miele given me the 90 dollar credit I requested, they could have kept a customer for life. Instead they lost thousands in future revenues because of their inflexibility and myopic view of addressing customer concerns.

Ive never been treated so rudely by a company, let alone someone who represents the President. The only people who actually listened and tried to help were the front-line customer service reps, yet when I shared with Jim that the reps acknowledged my issue and said the Presidents office should be able to help me out, he got annoyed and said hell talk to Julie to ensure she doesnt misrepresent the companys willingness to help its customers ever again. Lol. I hope Julie moves on to another company that actually values her customer service skills.

Here are the facts of what happened:
In Sept 2022 I asked Miele for the part number of a specific oven rack. They gave me the number and I placed the order.
We were in the middle of a move so I didnt open the box until the following summer. Immediately I saw that they gave me the wrong part number.
I asked to return the part and get a credit so I can purchase the right one. I understand that 10 months passed but the item was brand new and I was hoping they would be flexible considering THEY were the ones who gave me the wrong part number.
After many (generally positive) conversations with several reps, Jim from the Presidents office very arrogantly communicated to me that theres absolutely no way they will consider giving me a credit, given the box has been opened. Theres no seal and I could have easily said I didnt open the box, but I was honest as I expected theyd be flexible enough to waive 9 dollars 0 in order to keep a customer. Nope.

Weve had a number of other issues with faulty Miele products (oven dial, oven light etc.) but this lack of customer centricity sealed the deal and we will NEVER purchase any Miele products again. Reading the other reviews I see my experience is very much on brand with how they treat their customers, which is a terrible business strategy. I hope they take a hard look at themselves and revamp their outdated approach, otherwise there's just no way they're staying in business long-term.