BASCO Appliances - The Pearl

Andrew Bishop

We ordered an oven and refrigerator from BASCO in the Pearl on 5 March of 2021 and paid 25% of the total up front. The refrigerator was listed on the sales order as "special order item/non-cancellable", so I believed this was to some degree a binding contract. Due to the supply chain issues, we were told it would be May of 2021 until our appliances arrived. When they did not arrive in May, there was zero communication from the BASCO sales or customer service departments, and we had to call them to find out the dates had slipped and this same cycle continued with the deliveries continually being pushed out and no updates or notification from BASCO when the deliveries would actually happen unless we called them to ask for an update, but every time, we were told the next delivery from the factory had our name on it. Our oven finally showed up on 06/23/2022, and on the invoice we were charged the delivery fee for the refrigerator. Again and again, we were told the fridge was delayed for another couple of weeks but we were the next people in line. On 07/21/2022 I was contacted by the salesman who sold us the appliances, who told me KitchenAid had discontinued the refrigerator model we ordered, and they were cancelling our order with BASCO. After calling the customer service line I found out this was not true, but they told me they would not be able to deliver the unit until 2023, and when I tried to track my order status on the BASCO website if doesn't show up at all, so it looks like the "special order item/non-cancellable" has been unilaterally cancelled. I suspect the discount price we had agreed on and I put the deposit down for didn't have enough profit margin for BASCO to care us, and since then the price for the unit we ordered has gone up considerably. I wish I had known this was going to be such a huge waste of our time, and at this point I'm convinced we should have just bought our appliances from Costco, DeWitt, Home Depot or anyplace but BASCO. I'm very disappointed in the lack of transparency and wish BASCO had lived up to their reputation as a good company to do business with.

Cat Paws

I had a great time working with Basco. The delivery team was super friendly- gentle movers and responsive. The sales people were great too. Everyone from the front desk to the warehouse were top notch. Will use them again.

Private Reviews

Buying a high-end appliance for your home should be a pleasurable experience; if this is what you are looking for, avoid GE/CAFE/BASCO. The design of the appliances is excellent, but the companies behind them have cultures that are rotten to the core. In the 300 days from the time I placed the order until it was finally completed, I have been lied to, ignored, and dismissed by Basco and GE. They told me that they ordered the units precisely; they did not. They ordered the wrong options. They told me that the appliances were on their way; they were not. I assume that they reallocated my units to a developer. They told me that the repair work order was in; it was not. It was at an employee's desk, and no one noticed that it was not processed until I called. Trying to get a straight answer from them on the status of an order is more challenging than getting an honest answer from a politician. GE/Cafe is also complacent in this fiasco. I called them to verify BASCO information, and they were dismissive and unsupportive. They have no escalation path or a way to track orders. I filled out their standard form several times, and no one ever reached out to me. I am sure that the management teams will blame all the problems on the Sales Person. He did fail miserably, but the amount of incompetence and dismissive behavior encountered is spread wide inside the organization. Avoid BASCO and Café products at all costs.

Bill Jablonski

Find another place to do business. I spent $17K on appliances in June 2021 and still no word from BASCO. Left messages for my sales rep Edie who never called me back. Left a message for Preston who is VP of sales. No call back. I was told to expect delivery in October 2021 and possibly into December which I was okay with given the current supply issues. I had custom cabinets made specifically for the appliances I ordered. Not following up with a call back tells me that I made a mistake on trusting BASCO with my purchase. I don’t recommend doing business with BASCO.