Purchase a beautiful 36 inch stove 4 months ago. After 2 weeks of working perfectly, the oven would not turn on. Customer service by e-mail is unfailingly polite and apologetic but after multiple appointments where the service technician could not get support from Thor, incorrect part delivery, damaged part delivery, the oven still will not turn on. A complaint to the Better Business Bureau was closed because Thor's response was that customer service was their #1 priority and they were sure this would be resolved soon. Home Depot, where we purchased the appliance, refuses to assist us as their contract with Thor prohibits them from dealing with customer complaints. Do not purchase a Thor appliance. read more

Thor is the worst service I have ever had. I purchased a part that was not needed for the service repair so I went through the RMA return process to get my refund. The part was returned on July 21, 2023 and I was told it would take up to 5-7 business days to receive my refund. I never received my refund so I found out the refund was never processed. Again followed up even when they promised I would get notification that my refund was processed and of course it never happened. Here again it is now August 24, 2023 and I have yet to receive my refund. More than a month to receive my refund. If you read this review I would say never purchase a product from this company. Next complaint to BBB. Not sure if I will ever get my refund. This review should be -5. read more

It's the trophy wife who can't cook. Oven ignitor has malfunctioned three times in 18 months--at $80 a pop. Range burns lots of gas but does a poor job of heating. Oven (when working) heats unevenly. Our last range was a superstar compared to this. And we paid only $650 for it. It's beautiful, but that's about it. No one to answer the phone, unless you're lucky. Voice mailbox is full. read more

Knobs on my model (HRG) are cheap and can actually melt. Spark ignition clicks on long after flame ignites. Have been waiting since November 2020 for a thermostat. Very low scores for customer service. read more

Thor Kitchen - Can't get parts... - Appliances Near Me - Ontario, California

Purchase from THOR if you would like to experience the following nightmare of a customer service experience... We have been trying to reach the customer support team since November 16 for a broken freezer and have had the following problems: - After our initial inquiry Nov 16, it took until Nov 24 for a rep (Kelley Soto) to tell us that a service repair company was going to be assigned  - We did not hear anything from the appliance repair company assigned, and when we contacted them they said they had no service request from THOR - We responded back to Kelley on Dec 3 to let her know no request had been assigned to the service company - We have not heard back from Kelley at all since Nov 24 - she has not responded to a single email (is she ok?? is she still with THOR?) - We initiated a NEW service call on Dec 11 with Angelica Torres by calling the service number - Angelica took in our information and assigned us to.... Kelley Soto again - We asked for someone else / escalation to a manager, as Kelley has STILL not responded to either request  - We responded to Angela yet again that we have not heard from Kelley and now Angela is not responding to us either - So now it's been over a month and we are confused and upset with this process, with no repair in sight As you can imagine, this is extremely frustrating for a very simple request. We cannot use our freezer until we get a repair, and while I recognize 2020 and COVID pose some unique challenges, this customer service is so bad that I could never recommend THOR kitchens to a friend. read more

NEVER buy Thor Appliances!!!!!! I really wanted higher end appliances to finish off my kitchen, and specifically a Professional look. Thor appliances had the exact look I was after and I went for it. For the record, they weren't cheap! All seemed good for about 3 months but in August the range stopped working. Honestly, I didn't panic as I knew I was under warranty, but that's where the nightmare began. Thor customer service is/was horrible. They could not find anyone to come service the range and three weeks went by. My frustrations grew, and things got worse. Still no resolution on the range and the dishwasher stops working. Again they can't find anyone to fix them. Obviously, I start getting really ticked off and ask for new appliances to replace the faulty ones. However, they say they won't do that until an appliance technician informs them they can not be fixed. Duh, how can we do that if you can't even find someone to come out here? Wait, it gets even worse! Now months in, the ice maker on the refrigerator stops working properly. At this point, I'm just done with Thor. Finally at nearly 2 months in I get my first hint at resolution as they start delivering replacement parts and find a technician from over 70 miles away to come out. On the day of the appointment, he cancels! I do finally get word they will be refunding me in full. I won't bore you with every detail on the return issues but I'll leave it at this, it took another 2 weeks and I had to take them out of the house myself and place all 3 on pallets. Just this morning after almost 3 months I finally received my refund. In sum, Thor appliances may look nice, but are of poor quality, and they have horrible unacceptable customer service! This is all from a company that has a tag line of "cook like a god!" Believe me, I was not cooking like a god. In fact I wasn't cooking at all! read more

Very good customer service. i had a ciuple of questions and the representative paul helped me out so much! recommended

We have had nothing but trouble with our 36" gas range. From the beginning burner would not stop clicking, we thought knob was just stuck and would eventually go away. After about 6 months another one started doing it. Contacted a local appliance shop and ordered us the little lighter things twice, because Thor sent wrong ones. Installed ourselves, did not fix problem. Contacted Thor and they gave us a number to a recommended appliance repair shop. After 2 years and 5 trips he still has not fixed it, its even gotten worse. Apparently the sticker on the unit is not actually correct, waited forever for parts, spsent$400, and still not functional. Have to unplug and manually ignite. Thor has not helped at all and will not work with us. I will tell everyone I know not to bother with Thor products, waste of money! read more

I've purchase a Thor kitchen range and the knobs have melted. I've been trying to get a human on the phone to remedy this situation but "due to the interruption of the Covid -19 outbreak we are NOT receiving ANY inbound call." They then give an email address that I've sent NUMBEROUS times but no one can respond. DOES THE WHOLE COMPANY HAVE COVID19?? How can a business be ran if no one is home. I'll be writing a letter to the BBB and continue to hit up social media in the attempt to gain a response. This is absolutely ridiculous and if you have a choice, DONT GO WITH THOR KTICHEN. read more

This review is not representative of the Chino store but rather customer service. My family did a downstairs remodel almost two years ago and installed a bar area with a Thor 116-bottle dual zone wine cooler. Approximately six months ago the unit stopped working. After finally getting Thor to send someone out, the repair man did not bring the tools needed to fix the issue and said another mechanic would come by. They never did and we had to reach out again to Thor to send someone. They day that they were supposed to come, we receive a message that our mechanic has come by and fixed the issue. Attached is a signed work order. The only problem is we were at the house at the time and no one came by. Thor finally says that they will replace the unit but that we have to bring the cooler out to the curb ourselves and then bring in/set up the new cooler. This is the a non/issue compared to the entire experience but seems extremely low-bar given the price tag of their products. The only reason we went with Thor to begin with is the cooler had almost identical handles and finishes to our new set of thermador professional appliances installed so it all tied in nicely. Knowing what we do now of Thor, we would go with another brand in a heartbeat read more

I have only experienced endless problems with my gas stove since buying it in 2017. I have replaced the ignitors three times, The gas rings themselves had to be replaced because of some manufacturing defect . The oven ignitor went that had to be replaced. The "stainless steel" dials all turn out to be white plastic with a tin foil covering. The bottom of the oven has begun to rust out and the enamel started cracking years ago. Ordered parts four weeks ago and nothing yet. Spoke to customer service about this and she just transfers me to parts department ... who is to busy to take the call. Then told that the parts department will probably call me back. Oh dear .... suggest you stay away from this make of stove! Forget about customer service. read more

i purchased a Thor stove 2 years and 2 months ago.... I wanted a simple strong stove . This product was basic a decent price so what i had seen on it was not negative...i guess i did not look hard enough as its problems are common. Its original oven igniter lasted 2 years. i purchased 2 ...200 dollars. they sent an extra one due to their confusion and did not charge me.....well i am a month after the purchase of the parts and i am into the 3rd igniter , Their product is everywhere now.....let them produce a decent product that not only looks good BUT WORKS GOOD read more

Don't buy a Thor Kitchen wine refrigerator I bought one less than 2 years ago. The unit looks great but Three service calls later with various repairs for the same problem (half of the unit will intermittently Freeze) and yes Wine does freeze over $400 in loss Wine. Now I am told I am out of warranty and it's up to me to have the wine Refrigerator fixed. Why would I pay to fix a product that should have been fixed by the manufacturer right the first time. This is the first review I have ever written and it won't be my last. There are a lot of good businesses that I will give good reviews Thor Kitchen is not one. read more

The oven has stop working can't anyone to repair and ignitor keeps clicking what a waste of money

And the oven is broken again 10 months later. I tried to contact customer service and they don't respond.

I can't even give this any stars. The person I spoke to, after having a tech come out 5 times for the same problem, told me that "when the tech goes back out to your house and finds nothing wrong, you will be responsible for the bill". SERIOUSLY??? Is this the way a company should do business? The handles on the front, that light the stove, get super hot. We need to use potholders to turn them on and off. The last time the tech came he showed me that they weren't hot after only 30 mins. Then after I used the oven a few days later, and had it in for more than an hour, again they became extremely hot. I just want my money back. They can have their range back. So unprofessional. read more

I bought a Thor package of an 8 burner SS stove/double oven, dishwasher, and refrigerator a little more than a year ago. I have to have technicians come out a lot to fix things. What's really frustrating is that after weeks to months for them to respond, they then tell me there is no one to service their products in my area, but I can call people on my own. The problem is that Thor is not a well known brand, and many repair services won't service things that they are not more familiar with so that was extremely frustrating since I have had many issues with their products. I find that there are a lot of flaws to their appliances and Thor, if they cared, should read all their bad reviews and they really should do a lot better if they ever want to be considered a high end appliance. I would call them a mediocre to poor appliance company from my experience. First, I find the stove dangerous. A child, or adult, can turn the burner knobs on and it would be easy for the gas not to ignite and the gas stays open and can fill your home. I have turned the knob on many occassions, the gas does not ignite, and the gas can stay on without ignition. I don't know about you, but to me that seems like a severe technical flaw that can lead to really serious consequences such as an explosion or even death. I have had other gas stoves and not of them have allowed this. Second, I have had trouble with the temperatures in the oven not being accurate which lead to undercooking. Third, the ice maker on their refrigerator is horrific. It doesn't make enough ice for a 2 person household. It's pathetic. I have had to have repairman come out because it also quite working. He put in a new one. When I complained about how little ice it makes, he really took the time and effort to talk to the company many times, and the answer they came up is that it is a poor design. I live in Florida. I would love to have enough ice for a family. This refrigerator doesn't even make enough for 2 people on a hot day. I think this is really awful. I have never encountered a problem like this on a refrigerator before, and there are just a lot of things I think on Thor appliances that should be much better. read more

They get NO STARS from me! Don't Bother!!! This product is made in China. We have had problems with it from the beginning. The burner has to be started with a flame starter the oven doesn't work - and we've had it for only 10 months. I am so disappointed of the customer service - Nobody knows what they are doing. They don't have repair people that they utilize to service their customers. They don't answer their calls or return them when you leave a message. We have been trying to get this repaired for the last 3 weeks - we had to call in our repair man and they said we can't get the items until after ThanksGiving! read more

I have had my new range for about 2 1/2 months. I really loved it....until the igniter for the burners stopped working ab0out 3 1/2 weeks ago. We called for service, but were told to go online to sign up for service there. We did. Never heard a word. Emailed service. Not a word. Called again. I was told that they don't have anyone to service my range in my state and they would let me know when they find someone but it may be a while since no one wants to do warrantee work for free. It shouldn't be my problem that they don't have people in place to support their products. It's not like Connecticut is in the middle of nowhere. read more

Dear consumer, I had the most disgusting experience with Thor appliances. I bought a range and dishwasher within a year both broke the same time. called the company and took them four months to fix the problem, I lost time from work and money however I don't recommend their products nor trust the company they are the most dishonest and rude people I've ever dealed with..from the management to case handlers; Do not trust anything they tell you, I think they are trained to lie to consumers. So please tell a friend about them; The star I gave its a NEGATIVE one!!! I can't believe the people gave them 5 stars hmmm!; SUSPECT! So far I stopped few friends from buying Thor.hopefully people will read this post before purchasing any of their products.... PS. My next move is consumer affairs and a lots of social media...... read more

When I received My Toolbox one of the Ball bearing drawers sides was damaged I Called right away I talked to Nick I told him. if you send me the part. I would handle the simple install. I sent him pictures he requested ..He strung me along for about eight months. He told me to hang tight he was busy and that he would take care of me..then blew me off...never heard back from them. The drawer slides on the drawer below due to drawer slide damaged. pretty much ruined the whole thing. I sent several emails and have gotten no response. It's been two years now. What a bummer :( read more

Bought a Thor Refrigerator on Amazon ice maker leaked all the time causing a block of ice that had to be cleaned out every week. Called Thor they told me they were sending me another ice maker after two months I called them again they told me they were on back order and they would take one out of another refrigerator that never happened either. After several months of dealing with Thor trying to get parts to fix refrigerator and multiple lies I asked amazon to help even though it had been almost a year. Amazon called and verified the problem I was having with Thor and Amazon refunded my money "thank you Amazon". Thor has been the worst company I have done business with and I don't recommend them for any product. Buyer beware !!!!!!!!!!!! read more

If you like to own a stove just for the looks then Thor is for you I've had so many problems with this stove That it's ridiculous And now it's out of warranty Don't recommend read more

Do not buy anything THOR. I have called 4 times in the last 6 months to get a drawer fridge repaired and I get NOTHING as they "can't find any service people in my area" nor will they give me a refund and come pick up their junk fridge. AVOID THIS BRAND! read more

I have bought the oven and the dishwasher and it was the worst decision i had made not knowing the quality of parts used in these appliances. The dishwasher has a faulty latch that keeps flipping back every time you open the door and the latch is not easily flipped back in position. i have owned the unit for 2 months and have placed 4 service calls for the same issue. they initially sent me a video asking me to fix it myself and it was not an easy fix. I have had the service call 4 time already for the same issue,. the service department is not easy to get a hold of either and you must communicate via email. all and all, i do not recommend them at all particularly the dish washer as they have not yet perfected the art of making a simple every day household appliance that is used by all members of the family. their solution to this defect is to open the door softly to avoid this problem. read more

We've experienced problems with this range ever since we bought it. In addition to the burners/grates being too high for the flame, we discovered that the control dials on the front reached a temperature of 175F when using the oven, hot enough to melt the cover on the dials, which they did replace, but in the meantime, they are still hot to the touch and will need to be replace again and again. I've burned myself so many times by just accidentally touching something on the outside of the range, from the back air vent to the top of the oven door. I have had blisters and scars from every burn. Thor says all this extra heat is normal.... For who? I am glad we no longer have young children in the house. That would be disastrous. You simply get burned by an accidental brush. I'm sure the burn would be worse on a child. For the price, there are better ranges. read more

3 years later and still having problems. Here is what we are experiencing: The knobs are plastic and the paint is pealing off. It does not hold the temperature, it is off by 25 degrees. the burners have a continuous clicking noise. So sad that you invest in a 3,000 range and get nothing in return but a shell that fits in the space. If you take anything away from this review, I encourage you to walk away from purchasing anything Thor. read more

This gas oven/stove top has not worked since delivered 11 months ago. Initiated warranty claim 7/11/19. A service person came by once, ordered parts, and has not been heard from again. Oven 25 degrees off. Shelves do not slide. Oven door dented when delivered. Thor tells me that poor service in my area is my problem. Cannot imagine how a company with a product this poor can stay in business. read more

Amazing products with great price. I have my Thor range and refrigerator for a few months now, everything works awesome. I love how it looks and easy to clean. Great burner power as well! Would choose Thor again for my other appliances if I need a replacement for them. read more

As a homebuilder, when dealing with vendors and service providers, customer service is extremely important to me. If an issue comes up, I need to know that I can count on the companies and services behind the homes that I deliver. Today, I had an amazing experience with Thor Kitchen. A special thanks to Dave Journey, Natalie Green, and Brian Christianson in the customer service department. Because of this experience, I WILL be purchasing another Thor product in the future. Thank you! read more

The dual fuel range has not worked correctly even one day since we purchased it. Thor customer service reps can't get through to managers. Thor's repair people can't fix it. They need to take it away. Spent 45 minutes on the phone yesterday. End result was that a manager would call me back or email me. They didn't do either. What didn't work when it arrived new? The range top igniters would not stop igniting, the small oven was a fire hazard with too much fuel coming out and the big oven doesn't work. Also makes exploding sounds when the big oven tries to come on. How long has this been going on? Problems from day installed, about eight months ago. We have no ovens. We have had no oven for months. The repair guy has probably spent 40 hours here, most of it on the phone trying to find someone to tell him how to fix it. This is the warranty work. read more

Run away from these people. I bought a small built-in wine refrigerator for $600. It looks nice, but mechanically it is a piece of junk! It arrived with missing parts; then it took several phone calls to get the disastrous customer service staff to send the missing parts. They sent the wrong ones before they sent the right ones, because they have no idea what they are doing. And they don't care. Now, 6 months later, the refrigerator has not been working for a month. Why a month? Because their warranty service takes a week even to respond and then another week to come out to take a look. Then Thor sends the repair person the wrong parts (see a pattern here?). Spend your money elsewhere. read more