Bosch Benchmark BENCHMARK SERIES Benchmark® Built-in Bottom Freezer Refrigerator 36" Flat Hinge

I am writing to express my displeasure and frustration with one of your appliances. I purchased a refrigerator (model # B21CL81SNS) in January 2018 when I had my kitchen remodeled. I had never owned a Bosch appliance prior to this. I was told that your company makes products that are “invented for life” with an “enduring commitment to quality and design.” I was also told by my remodeling company that Bosch stands by its outstanding customer service before and after the purchase. With that glowing endorsement, I also purchased side-by-side ovens and a new dishwasher. I have found all of these guarantees concerning my Bosch refrigerator to be false. I demand a clean refrigerator. Your refrigerator (model # B21CL81SNS) makes keeping a tidy refrigerator impossible. The glass trays above the drawers cannot be removed and food splashes have accumulated in between the small gaps making accessing these areas impossible. My old refrigerator, a Samsung, which has been in the garage since my kitchen was remodeled, has removable parts so that every nook and cranny can be cleaned. I am not impressed with the design of this Bosch refrigerator. According to the refrigerator manual, I must use nose head pliers to remove the chiller drawer. Whoever designed this complicated, tool-using set up obviously never cleaned a refrigerator. Bosch is committed to quality and design? If an appliance cannot be thoroughly cleaned without using a hand tool and if the design allows food debris to be trapped where it cannot be reached, it is not a quality appliance and the design fails to meet basic standards of maintenance. Aside from the poor design of the refrigerator, I am really upset that I cannot get a replacement part for the ice cube maker. In March of 2021, I noticed that water was freezing in the ice storage box. I called an authorized Bosch repairman, who told me that the ice cube box was cracked. He ordered a replacement part which came directly to my home and I thought that problem was solved. This past March, about a year later, I noticed that the same thing was happening with water freezing in the ice storage box. The same appliance repair company that replaced the box in 2021 ordered a new one which was covered under warranty. This part has been on backorder since March of 2022. I have called Bosch and the appliance repair company numerous times to check on the status of this part, only to be told that it is still on backorder. Regardless of what time of day I call the customer service line at Bosch, the recording says that you are experiencing high call volume and the wait times are long. “Outstanding customer service?” I think not. I am extremely frustrated and displeased with this refrigerator. I spoke with a Bosch representative on August 22, 2022 after waiting on hold for 25 minutes. He told me that he would check the warehouse and let me know the status in 1-2 business days by email. I never received the email! I am requesting that you replace this refrigerator with a new one. The quality and design are despicable and make me never want to buy or recommend Bosch products. At the very least, please send me a refund for the cost of all the ice ($250) I have had to purchase thus far, AND an ice cube box that is not cracked.

We've been extremely happy with this unit, purchased in 2015. It's stunning inside and out and has the storage capacity and type we need. We are moving, however, and wanted to buy the same unit for our new home. Alas, Bosch has redesigned the drawers, and the crisper space has diminished significantly. We're only a household of two but we love our vegetables. Alas, we've moved on to another brand. Too bad. I really love our fridge.

I like the nice clean looks. The Home Connect app is a bit spotty but when it works, it is nice to have. The bins are a bit small but that is the price you pay for a french door. I like the way the freezer compartment is arranged. I love the round shape of the ice cubes. All in all we are pleased.

I love this fridge but for the price I paid i would expect it to last longer. The ice maker broke after a year and a half.

The wide drawers are not efficient. I hate having to open both doors just to pop something back in! Makes no sense. I'd be interested in getting replacement drawers if I could so that I could just open one drawer for the side that I need to take something out or putting it back in. Is that possible?