This was probably one of the best finds as we were building a house. The service was fabulous, prices were amazing and above all, we really appreciated the flexibility in managing our order so that we could get our appliances on time. Thank you to Jaime, Wendy and the rest of the team.
Response from Home Outlet DirectMar 22, 2022
Thank you so much your review Dilip! We love to hear when our customers are happy with their new appliances and with our sales team. We hope you enjoy your new home!
TK
Tricia K.
Excellent outdoor kitchen set
Excellent outdoor kitchen set. Great quality and great price. The customer support that I received prior to the sale and all the way up to the delivery was nothing less than First Class. The team at Home Outlet Direct very knowledgeable and patient. They made the whole process painless.
Response from Home Outlet DirectMar 22, 2022
Thank you for your 5-star review Tricia! We are thrilled you are happy with your outdoor kitchen set! We try our best to have a great sales and support team and are glad you had a great experience shopping with us :)
ZA
Zack
Amazing Service
Our home building was delayed, we didn't open the product, a microwave on arrival. When they got to the install it was damaged in the box and inoperable. Kelly Duncan helped and went the extra mile and was able to secure a replacement.
Response from Home Outlet DirectFeb 25, 2022
Thank you for your glowing review Zack! We are thrilled to hear you had a great experience with our store :)
JA
James
Worst customer service imaginable
Unfortunately, to give a review, you have to give at least one star. Absolutely the worst customer service imaginable. ZERO communication, ZERO customer service, from anyone in the ‘customer service team’ to Kelly their supervisor. Stay as far away from this company as you can.
*edit, to reply to their response.*
To be clear, as I said several times in emails to them, the frustration was 5% with the manufacturer’s delays and 95% with their COMPLETE lack of communication. I understand manufacturing and shipping delays. This was about their customer service. When my stove was supposed to arrive by a certain date, and I asked them to please contact me by that date with a status update, NOT ONCE did they do that. Only after I would later contact them did they check the status. After this happened several times, they gave me the number of the manufacturer so I could call (which I did and was able to get much more information). But isn’t that THEIR JOB? When I finally got a text from the shipping company saying my stove would be delivered the next day, I contacted Home Outlet Direct’s ‘customer service’ to ask about the status of my order, and they said it still hadn’t arrived at the warehouse and they had no information on when it would be delivered.
Pathetic.
Response from Home Outlet DirectFeb 23, 2022
Thank you for your feedback James, and we apologize for the bad experience you had with your order and for the long wait in receiving your ILVE range.
ILVE stoves are custom orders that are handmade in Italy. Due an increase in demand during for ILVE appliances in the last 2 years, coupled with the Covid restrictions and a reduce workforce in the same time period, the wait times have increased dramatically. When the order was placed we notified you, however when you asked for an update we had to reach out to ILVE and let you know instead of sending you the information ahead of time. We apologize about that and are working a software to help with automatic updates to avoid this in the future.
The range did finally arrive and ship out, however, due to a systems error with the ILVE’s logistics software we did not receive the tracking number once it left their warehouse. We understand that the courier calling to schedule a drop off date was surprising to you since you did not receive the tracking number in advance. We always want to have our customer have enough notice so they can take time off work to receive their new appliances and this is not how we strive to do business. We apologize for this error and are working with the ILVE shipping team to fix this glitch.
We are glad you were able to receive the range and glad you accepted our 5% off refund to compensate for the miscommunication and delay.
We hope you enjoy your ILVE stove!
AN
Annie
My Thor kitchen package was exactly as…
My Thor kitchen package was exactly as it was described and shown in photos. Shipping was fast and efficient. Customer Service was wonderful! The price was a fraction of the cost of the same product elsewhere. I will go here every time and recommend it to everyone!!
JD
J D.
Fantastic people to deal with.
Fantastic people to deal with.Shipping was faster than expected.Very pleased with the pricing.The selection is amazing.Going through a major remodel , sooo glad I found their website !!!! Thanks for all your help.
JM
Jeannette M.
This was packed so well and fast…
This was packed so well and fast service efficient we are super happy with our stove thank you
CD
Chris D.
They are doing the best they can
They did what they had to do with the circumstances of the supply chain problems. I'm happy with the appliances even though it took 3 months to get them. I'm sure they would be 5 star without the supply chain problem and covid.
Response from Home Outlet DirectFeb 23, 2022
Hi Jessica, we sincerely apologize for the delay with your order and any inconvenience this may have caused.
The appliance package you purchased was incorrectly showing in stock at time of purchase due to an inventory technical error on our backend. We emailed you to let you know that the Thor stove was out of stock and had a restock estimate on late December. We also relayed that information to you, or your husband, on our websites’ live chat. We are very sorry for this mistake and are working with our development team to resolve this technical issue to avoid it from happening again in the future.
We spoke with the Thor shipping team with regards to your order. When they gave us the tracking number they assured us it would be picked up on Dec 28th. This is why we relayed this information to you. Unfortunately, because it was in between Christmas and New Years, there were fewer truck drivers available that week and the pickup was delayed until the following week. we never intended to mislead you in any way and are are very sorry for this delay. We are working with Thor Kitchen to improve their restocking estimate system as well as our inventory channel to avoid this in the future.
We are glad to see it was successfully delivered to your address and We do hope you enjoy your new stove!
