thorkitchen.comReviews of thorkitchen.com

I wonder if Gordon Ramsey is aware of the poor customer service for the company whose product he puts his stamp of approval on? Ordered online, received two emails, one from a third party vendor congratulating me on my purchase and offering a warranty, the other from the finance company outlining my payment schedule. No email from Thor Kitchen with purchase confirmation, which I thought was strange, but I was going to give it some time. About 10 days go by, and now I am worried. I call customer service line, which routes me to a voicemail, which I leave. I go to the contact us page, all I can do is send a notification or request a call back. Next day I figure how to login and I find my order, which says "unfulfilled", huh? I leave more messages requesting some sort of assistance. Finally, four days later I get a call, and when I ask what unfulfilled means they explain that the item is not available, huh? What about the email congratulating me on my purchase? I cancelled my order, hopefully that goes through without any hassles. I was considering maybe buying a Thor from a big box store, but after thinking about it, I would still end up going through the same customer service if I had a problem. No thanks, as Gordon would say, like a poorly cooked filet mignon, what a shame.

If you enjoy a water dispenser and ice maker that double as fancy door decorations, this is the fridge for you! Our THOR Kitchen 36 In. Counter Depth Refrigerator (TRF3601FD) hasn’t dispensed a drop or a cube since arriving—unless you count my tears of frustration. We’ve called, left messages, and begged for help. Phone calls go unanswered, voicemail boxes must be black holes, and the only emails we get back either miss the point or get the details wrong. When they do send a technician, it’s apparently for moral support, not repair—because the issues remain, and no one seems to know how to fix them. We were told our case was being escalated to Stephanie and Rebecca, the elusive supervisors. If they exist, they’re clearly in witness protection, because neither has ever called us back. Ask for a callback? Good luck! You’ll have better success growing ice cubes by staring at the freezer. Kudos to Nino, the only customer service rep who seemed to get it and suggested THOR just replace the fridge. If only the rest of the team worked as efficiently as Nino! Bottom line: If you want a functioning fridge and real support, look elsewhere. We are seeking assistance from our attorney!

I placed a significant appliance order with Thor Kitchen over Labor Day, only to learn that the refrigerator was out of stock. Unfortunately, the inventory delay itself wasn't nearly as frustrating as the complete lack of communication that followed. For three weeks, I've repeatedly asked whether the in-stock appliances could ship separately, when the refrigerator might be available, and whether that model was even still being manufactured. Nearly three weeks later, I still haven't received a single concrete answer. Every response has been some variation of "we're checking with our team," often accompanied by generic, seemingly AI-generated apologies that never actually address my questions. I understand that inventory issues happen, but a company should be able to provide basic information about the products it's selling and when customers can expect to receive them. Ultimately, I requested a full cancellation and refund. If getting straightforward answers before delivery is this difficult, I have very little confidence in the customer service I would receive if something went wrong with the appliances after purchase. Really disappointing experience, especially considering the cost of these products. I wanted to love these appliances, but the customer service made me unwilling to take the risk.

Star – Extremely Disappointing Experience with THOR Kitchen – Buyer Beware! I am extremely disappointed with my experience purchasing an appliance from THOR Kitchen. I would strongly caution anyone considering ordering directly from this company. I placed an order for a kitchen range (Order #TK9773). After placing my order, I waited for shipping confirmation, but I never received a tracking number or a confirmed delivery date. I contacted THOR Kitchen numerous times by phone and email. Every time I called, I was directed to voicemail, and nobody returned my calls. My emails were either ignored or answered with vague explanations. At one point, customer service informed me that my case had been escalated to their shipping department and that they would provide an update. Unfortunately, that update never came. On September 19, 2026, I formally requested cancellation of my order and a full refund. Despite my written request, THOR Kitchen never responded or confirmed the cancellation. What makes this experience even more frustrating is that THOR Kitchen charged my bank account despite my cancellation request, and I still have not received the appliance. After weeks of unsuccessful attempts to resolve this issue directly with the company, I was left with no choice but to file a formal dispute with my bank on October 8, 2026, to recover my money. As of today, I have received: * No appliance. * No confirmed shipping date. * No tracking information. * No response to my cancellation request. * No refund. This is completely unacceptable customer service, especially when customers are spending thousands of dollars on major appliances. I understand that shipping delays can happen, but ignoring customers, failing to provide basic order information, and not responding to cancellation requests is unacceptable. My advice to potential buyers: Be very cautious before ordering directly from THOR Kitchen. Based on my experience, I cannot recommend this company. I hope sharing my experience helps other customers avoid the frustration, wasted time, and financial inconvenience I have experienced. I will update this review if THOR Kitchen resolves the situation and refunds my payment.

This has been the absolute worst experience I have ever had with a company. I bought a Thor package for a project (fridge, range, dishwasher) over a month ago (9/5/26), and have been trying to get information about the package for 3 weeks. I was not able to get in touch with anyone for weeks until I finally called the parts line who then connected me to the order department around 9/15. They said they didn't have any updates and would let me know when they had some. I kept trying to get information through their online portal and on 9/29 they finally told me the fridge I ordered was out of stock. I told them to cancel the fridge order and send me the rest of the order and they cancelled the entire order! Now I am left a week before project end with no appliance package! We measured everything in the new kitchen for this Thor package! Absolutely unacceptable customer service. Go buy a different brand!

Very disappointed — severe flare-ups from the first use I purchased this THOR grill from Sam’s Club in July and have only used it approximately five times. From the very first time I cooked on it, I experienced severe flare-ups that occurred even with the burners turned down to low. The flames became so intense that they actually burned the food. This continued on subsequent uses. I contacted THOR customer service hoping they would stand behind the product. Unfortunately, my experience with customer service was extremely disappointing. I was told that I would have to hire a technician to come inspect the grill rather than THOR simply addressing the problem. I also have serious concerns about the design of the heat shields. After only five uses, they already showed significant discoloration and deterioration. I have owned Weber grills for years and never experienced anything remotely like this. I decided to try THOR because I expected a premium grill, but unfortunately I was very disappointed. Thankfully, Sam’s Club stood behind my purchase and is giving me a full refund and picking the grill up. I would not recommend this grill based on my experience, and I would be very hesitant to purchase another THOR product.

Gas Range delivered with the 2 front burners not included. All phone and email contacts where responded to quickly in friendly and courteous manner. Promptly the 2 units were dispatched. After assembly the product looks great. Thanks Denisse, Rhea, Jan D. and Prician at Best Buy. Don B

I would give zero stars if I could. Owning a THOR electric range has been one of the worst customer experiences I've ever had. The range has broken down multiple times within the first year of ownership, and each repair took nearly three months to complete. Customer service was equally frustrating. I was never able to speak with a live representative about the recurring issues; it felt like I was emailing a bot every time. I repeatedly requested to speak with a supervisor, but none were ever made available. To top it all off, the range was simply dropped off at my front door in a box, leaving me to move it into my home and install it myself. Between the unreliable product, incredibly slow repairs, and nonexistent customer support, I cannot recommend THOR to anyone. Save yourself the time, money, and frustration and DO NOT purchase THOR products.