ComplaintsforSalton corp

• Initial Complaint

  16/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted Salton group when we realized that that more than half of the small screen on our Salton kettle was missing. When we touched it to investigate, the screen practically crumbled. It was then we realized that we likely ingested bits of plastic in our food, tea etc. The silver paint on the lid was also starting to bubble and flake off, and in tipping the kettle a few times to pour hot water, we actually saw bits of paint falling into our cup, and pot for pasta. Contacted Salton, and first response was "This will occur if you have hard water and also with frequent use of the kettle." Excuse me? We do not have any hard water...we are on municipal water in Ottawa, rated one of the best quality of water in the world. So, that leaves frequent use? Really, so customers are supposed to buy a Salton kettle and stick it on the shelf as a show piece, to be used INFREQUENTLY? How ridiculous. We asked for a replacement that does not have plastic that comes into contact with the water. They have none. So we requested a refund, but of course, they expect consumers to keep a receipt for a kettle with expectations that it will fail, or worse, disintegrate and ingest those materials. I am sure Salton can figure out what the going retail price was for the model of kettle in question. Given that we likely ingested plastic, and bits of paint, I don't think we are asking too much. Extremely disappointed.

  Business response

  05/07/2023

  Salton's service department offered to assist the customer by advising a copy of their receipt is available through the retailer.  We know it is possible to receive a copy of the transaction.  This is required.  If a refund is demanded, we need to have an amount. 

  Hard or heavy mineralized water is a reality.  This is not "bad water" as suggested by the consumer.  There are minerals present in the source (tap) water.  The submitted photos show a kettle in need of descaling.  An insert with "important notice" mentions "we strongly suggest descaling your kettle periodically depending on your water conditions to ensure the longevity of the appliance."

  We offered to replace the kettle without proof of purchase, but the customer insists there be no plastic inside the kettle.  All Salton kettles have some degree of plastic within.  The plastic is PP#5 (polypropylene) and is considered among the safest.

  We have no way to resolve this issue without cooperation from the customer.

  Customer response

  11/07/2023

  
  Complaint: 20197845
  
  I am rejecting this response because no one in their right mind would keep a copy of their recieipt and asking a retailer to find it when there is no account is akin to finding a needle in a haystack.  No retailer would accommodate this ridiculous request.  Saltin knows this, and they could easily find in their files what the MSRP of the model was at the time it was offered for sale.  They completely ignore the fact that we likely consumed bits of plastic.  We are simply asking for a refund as they can offer no replacement that will not have plastic in contact with the water we consume from it.  They now raise other claims of direction on maintenance that accompanied this model's packaging that were not previously provided and of course not attached to their reply.  Water in Municipal water in Ottawa is considered some of the best in the world...that is public knowledge. They are finding every excuse to avoid a simple reimbursement, even though we have not raised compensation for having consumed plastic.  
  
  Sincerely,
  
  ******* **************

  Business response

  20/07/2023

  Salton does not regulate retailer item prices.  The prices are at the discretion of the retailer.  Model GK1967 was available at ******.  As a member of ******, every transaction is on record.  I do not have authorization to access your information.  ****** will only provide the transaction record to you, the member.   

  In addition, quite a few model GK1967's were resold as refurbished product.  If your kettle is a refurbished item, your warranty is through the place of purchase only.  This is why we require a valid proof of purchase.

  Contact ****** with your membership credentials and they will provide your proof of purchase and Salton will issue your refund.  This is not a unique demand from Salton.  We have advised this same request countless times whenever proof of purchase is required but not available.   

  Customer response

  25/07/2023

  
  Complaint: 20197845
  
  I am rejecting this response because we cannot recall if bought at ****** or another store.  ****** was unable to track down the purchase of a kettle in our purchase history, and not surprised as let our membership expire during the pandemic as we were not going into stores.  I am sure Salton could issue a refund and find the cost.  Lame excuse that they don't control retail cost.  All manufacturers have a suggested MSRP.  This is has been the most horrible, time consuming and frustrating process.  Salton's customer service is horrific.   
  
  Sincerely,
  
  ******* **************

• Initial Complaint

  21/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Sept 30 I placed Andre for 4 items totalling $75.86 I received email confirmation and the website showed a status of processing. The status remained unchanged until oct 18th. On that day, I received an email saying the order was complete. It is now Nov 20th. I never received the order or a shipping confirmation. I have emailed customer service several times, left reviews on the items purchased in an attempt to make contact and called the phone number listed. I have been unable to reach anyone and have not received any response to my emails or reviews.

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