We spend £5000 for a steam oven that never worked, after 2 years Miele sent us a replacement unit that was completely damaged, looked like second hand or refurbished unit. Please bear in mind if you plan to buy Miele appliances in London.
I visited with my Mum to look at the appliances available. The store is incredibly well presented with an excellent range of appliances available to see in situ. Karl looked after us and gave us comprehensive information on each product we looked at and also gave advice on alternative options. Excellent customer care and we will be buying from this store. 5* review for the store itself and 5* for Karl and his knowledge sharing and understanding customer requirements. Thank you
We visited the Miele store twice in the past month and were helped both times by Joe. He helped us navigate the frankly overwhelming worlds of vacuums and washing machines. I wanted to say how knowledgeable and polite he was throughout. Genuinely top customer service.
Brilliant and very informative session with Karl who took the time and patience to explain and demonstrate a number of different products. Love Miele kitchen utilities and understand a lot more about the amazing cooker and washing machine features. Absolutely no sales pressure just loads of practical information.
As an update to my earlier review, I have been contacted as a result of my review with a hope Miele could put things right and change my view of them. I am using my work google account so that the original review can stay as I think it is relevant and although Miele as a brand have stepped in to sort things out, my opinion of the Touchwood branch stands and so I think that review should. A chap called Andrew called and was very apologetic. He was very nice and did go someway to changing my opinion as he had the kind of attitude you would expect of such a company. He wanted to offer me something as a gift in the hope of changing my feelings on the brand, but we have already bought all that we need from another manufacturer. We had bought a Miele vacuum at the same time as the washing machine which we did receive and like very much, so he offered to refund that too. I accepted graciously, but did point out that we had not yet received the refund for the washing machine. He promised to chase and that was that. The refund for both has since arrived and we have had a free vacuum for our troubles, which is helpful at this time. The vacuum refund was in a few days, but the washing machine did take some time and almost a month from when originally issued, which seems too long, but I am prepared to accept the Christmas period as disruptive. In another delightful twist, we have just received an invoice in the post dated three days ago for the washing machine. Naturally, this will remain unpaid, but I am interested to see where this ends as it seems the systems at Miele are not quite working.
My experience of this shop has put my wife and I off Miele as a brand forever. It had always been my intention to buy all Miele appliances when we ended up getting our real family home and that has now happened. We were convinced to buy a washing machine before we had the house with a long delivery window as they told us we could change the delivery date when we had completion on the house set. We needed a machine as soon as we moved in as we have a two year old. We weren't that keen, but they assured us it would all be fine. I had great difficulty getting in touch with anyone from the shop and had to resort to emailing them. I let them know the completion date and suggested the following Monday for delivery as the completion date would be mayhem, as it was. They replied after some time to say they had organised delivery for the completion date, clearly having not properly read my message. I replied asking that it be changed to the Monday and had no reply, so was not really sure what was going on. On the day of completion, no delivery was attempted so they had received the email, but by the Monday, having heard nothing from a delivery team we reached out to the main Customer Service line to see what was going on. Nothing had been booked in for us and despite having paid in full, no machine had been put aside for us. We were then told we would have to wait a few weeks for it to be delivered because of Christmas, however, were we buying from the website delivery would have been before Christmas. Also, all other shops could supply us with a machine before Christmas, next working day in most cases. We cancelled the order and asked for a refund and then ordered a Siemens machine from elsewhere that came the next day, so we had a machine and all was well. We still haven't received our refund though and I'm really disappointed in the company. I had always held Miele in high regard and for the price of these products, I would have expected a better experience. The person I dealt with has made me lose trust as their manner was quite poor, seemingly not really understanding why we needed the machine and unable to supply us with one despite the website claiming delivery in 1-3 days should we have ordered on there. The last time I had bought a washing machine was a budget Hotpoint from Appliances Direct and it all went perfectly. I have since bought a Bosch dishwasher, which would have been a Miele, from them and it came the next day and everything was perfect. It's amazing that an online retailer can do so much better than a bricks and mortar shop selling luxury high end appliances. Reading this you may feel it's no big deal and you may be right, but I am so disappointed in Miele that they have lost me as a customer forever and I was prepared to fit our my entire kitchen with their products. I'm sure they're not always awful, but I do feel they should operate with a little more candour and at least have a published direct line to the shop for follow up enquiries. When you are paying such a premium it should be gold standard service!
I went with the plan to buy a new washing machine and tumble dryer today and that's what I got from curry's although they are as Clueless as the staff in this store they were the better choice. Telling me things like it's a front loader when I'm looking at it really doesn't help. Do better #miele
I visited the store for advice on the HX2 cordless vacuum cleaner. The assistant Demelza could not have been more pleasant and helpful and demonstrated the product perfectly. I could not fault the service. I will be buying the product but from the John Lewis store next door as they have an offer of £100 off at the moment.
Worst experience ever! I actually left the store underwhelmed and frankly very annoyed. If I can remove the one star I would. Small talk if we are shopping around I said no just buying dishwasher and coffee, she then said you could have coffee here, but didn't offer us anything! Why even say this... I purchased what I wanted but when asking questions about Autodos we were just shown the website, what's the point then might as well buy online so I didn't have to experience this. Not given copy of receipts until I asked for it. Not even a thank you or anything after leaving. Wish I just bought elsewhere.
Miele is located at Unit SU71, Touchwood Hall Cl, Solihull B91 3GJ, UK
You can contact Miele at +44 7775 812619
You can find directions to Miele by following this map link