ComplaintsforAtlantic Promotions

• Initial Complaint

  13/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Website contact forum ended in no result, messenger no result, Instagram contact no result, linked in no result. Contact centre customer service voice mail no result. They claim to have a 1-year warranty but it's dishonest as is their 3 day waiting period and their response time it has been 2 weeks and I still have got no proof of registration or return reply by anyone from their company on the defective nature of their products.

  Business response

  15/04/2024

  Good day, 
  
  We're sorry to hear about this situation, but unfortunately, as our digital marketing specialist told you, filling out the online warranty registration form (see attached Proof on registration) only registers your product in our database in case of future needs, but in no way creates a request for a callback or response from our Customer Service Department.  
  
  As you can see, despite searches by name, e-mail and telephone number (see attachments), you do not appear in our Customer Service request system.

  We received no voicemail messages in your name on April 5 in the Customer Service voicemail box.
  
  Our social media platforms are not the right way to reach us as they ares managed independently. Your written conversation with our social media manager dated 2024-04-15 is attached and was forwarded to us this morning. 
  
  In that conversation, you were advised you that a Customer Service Agent would be contacting you at the phone number you provided, (289) 241-7112, and that the number would be blocked since our agents are teleworking. To which you replied that you don't answer calls on a blocked number. 

  We will still try to contact you this morning by phone, if not answered, we will contact you by e-mail at ***************************. Please check your spam folder, as our e-mail may be there.  

  Looking forward to comunicating woth you.

   

  Customer response

  25/04/2024

  
  Complaint: 21570727
  
  I am rejecting this response because: you replaced the funds I spent minus tax with gift voucher for your online website. You offered me a 30% discount. Whilst a promotional offer was available for 55% which was emailed to me after I made my purchase. 
  

  I then contacted you April 22, via voice mail, via chat messenger, via email. No reply. Reason being the discount would have allowed for me to have 2 of the same item for less $$ and I paid for shipping 10.95$. 
  

  in the simple form of communication my lost opportunity meant that I could not receive the second pan. 
  

  this promo from April 21-29 I will now miss bc of refusing to communicate with you customer in a timely manner.

  I would appreciate if you would send the second pan ASAP. 
  

  from that point I will continue trusting your brand and service to consumers.

  this is unfortunate bc I began having a clearly defined resolution and was advised if anything happened or in future customer services would be more responsive. I still get voicemail no direct CSR are available to answers call even during office hours.

   

  if you would kindly provide my suggestion resolution I would appreciate your understanding and cooperation.

  
  Sincerely,
  
  Customer Consumer

  Business response

  25/04/2024

  Mr *******,
  
  As we have mentioned to you on multiple occasions, Messenger and social networks are not the right way to communicate with our customer service. We receive multiples calls and emails per day and there are reasonable delays (24-48 business days) in responding to every customer.
  
  Initially, you purchased a Starfrit 7.2Qt / 12" Dutch Oven with Lid product at ******* for $19.94 +taxes.

  When our agent, ******, spoke to you on the phone on April 17, we mentioned that we would send you a $20 gift card and a 30% discount code, despite the fact that you had discarded the Dutch Oven product and that we had therefore been unable to complete the standardized replacement procedure. You have clearly expressed your satisfaction with this resolution. The gift card and promotional code were sent to you electronically on April 18.
  
  On April 20 at 9:11p.m., you placed an order on our Website using your $20 gift card and 30% promotional code.    **See attachment 1**
  
  On April 23, as a subscriber to our newsletter, you received, like thousands of other consumers, the 50% discount offer. As indicated at the bottom of the newsletter ''NOTE: Discount cannot be applied retroactively on purchases made before today. Promotional codes never apply to items already on sale. One promotional code per order. Reduced prices are applicable on products in inventory at the time of sale - no deferred voucher''.      **See attachments 2**
  
  On April 23 at 7:43p.m. (our opening hours are Monday to Friday, 8am to 4pm), you sent an e-mail requesting to exchange the order placed on our website on April 20 at 9:11p.m. to benefit from the promotion announced by newsletter.     **See attachment 3**
  
  Unfortunately, your order placed on Saturday April 20 at 9:11p.m. was prepared and shipped on Wednesday April 24. The notification system is not live and always takes a few hours to update.  By the time your e-mail was read and that your order was track down in our Distribution Center, it was too late as your parcel has already been shipped.

  We would also like to remind you that, as mentioned above and in our newsletter, promotions are not retroactive. **See attachment 2**
  
  At this point, we feel that we did what we had to do to correct the situation: we agreed to compensate you for the initial purchase cost of $22.53 for the Dutch Oven you bought at ******* by offering you a $20 gift certificate and a 30% rebate (which saved you $9.60 – **see attachment 1**), despite the fact that we were never able to see or retrieve the product because you said you threw it away.

  Customer response

  25/04/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21570727, and find that this resolution is satisfactory to me.
  

  I appreciate the work that went into this process as well, thank you for resolving this matter and as a result I will continue to be a loyal customer.

  Sincerely,
  
  Customer Consumer

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I love Starfrit products and usually purchase from ****** or an in-store retailer but I couldn't find The Rock/Grill-Griddle online or instore. I made a purchase on 2/15/2024 for $64.99 (***** * **********). The email receipt mentioned only a 1-5 day delay in processing my order. The customer service is non-existent with any issues. I've emailed a few times about my order status and keep getting the same generic person or bot named ****** that doesn't answer my questions and says she will request a tracking number and send it once received. I have even requested a refund because the date is now 4/2/2024. I regret ordering from this company online and will never do so again. They aren't transparent on that it can take months to receive an order. If I would have known this I would have just found a similar product elsewhere. I have also reached out to ****** who was used for a payment method and opened a case. They did give us a tracking number but its still at a stand still and not out for delivery. If a person tries to call via phone you only get a recording and no real help as well.

  Business response

  03/04/2024

  Good day, 

  The order was placed online on  02-15-2024. It was processed and shipped on 02-22-2023, 5 business days after receiving the order (see attached document ''*** tracking 1''). The *** tracking system show that on 03-05-2024 the receiver (the customer) refused the delivery and asked for the delivery to be reschedule (see attached document  ''*** tracking 2''). A second delivery attempt was made on 03-13-2024 and again, it shows that the receiver refused the delivery. 

  We can certainly ensure that orders are prepared and dispatched within a reasonable time, but we cannot guarantee the delivery times of postal services such as ***, although they generally offer fast turnaround times and reliable service.
  
  As of today, the information available in the *** tracking system indicates that the customer has refused the package on two occasions. We have verified the shipping address entered by the customer at the time of ordering and the one on the *** label, and they are identical. At this point, all indications are that the *** employee did attempt to deliver the package to the correct address and that the package was refused twice by the customer. 
  
  We are waiting for more precise answers from *** and for the package to be returned to our offices.  
  
  

  Customer response

  03/04/2024

  
  Complaint: 21518328
  
  I am rejecting this response because: I never received any tracking information until I complained and opened a case with *** *** on 3/20/2024. This day final prompted a response from ********* with a tracking number. There was never a delivery made to my home and I certainly didn't refuse my packages unless the delivery carrier attempted to deliver to the wrong apartment. Since then I've checked on the tracking info with *** and it stayed in the status of "On the Way." It never moved to delivery or delivered status. If I were able to actually speak to a live representative instead of an auto response or recording this wouldn't have been on-going for almost two months now. 

   

  Sincerely,
  
  ******* ********

  Business response

  04/04/2024

  Good day Mrs ********, 
  
  We are very sorry that your purchasing experience with our company did not go well.

  There appears to have been a problem with the *** carrier since, as you can see, their online tracking system does indicate that the package was refused twice at your address. We had to investigate further on our side, but there seems to be some confusion on their part in this regard. You should know that such a situation is very rare and that we usually get excellent service from this carrier.

  A full refund has been given through ******. Again, please accept our sincere apologies for any inconvenience. 

  We hope to see you again as a customer despite this unfortunate situation. We have a dedicated customer service team in place that responds to emails and voicemails generally within 48 business hours.

  We thank you for your interest in our products and wish you an excellent day. 

  
  Sincerely,

  Customer response

  08/04/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21518328, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  26/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to the customer care of the company for assistance and possible replacement. I had purchased a supposedly high-end cookware set with a warranty, but the current state of the utensils, bought only about 2 months back, is incorrigible. Even though it says dishwasher safe, I still wash them by hand, but the state of these cookware is unbelievably bad. It is a health threat. So I had raised a complaint, hoping to get a replacement or at least a refund. But I was snubbed off without any help and told that the Quality and Control Department, through their experience, found that the cookware is anodized, caused only by the phosphates in the detergents used. Also, the care and use instructions indicate that all exteriors of their cookware are not under warranty, as this will not affect the performance of the cookware.

  Business response

  08/03/2024

  Good day, 

  We are very sorry for the delay, the first communication seems to have been lost in our system.

  As incated on our Website as well as on ALL our product packaging and instruction manuals, proof of purchase is a mandatory requirement for warranty coverage.This proof of purchase enables us to establish the date of commissioning of the product(s), and therefore the beginning and end of the warranty period.

  The consumer was not able to provide such proof of purchase. 

  
  That being said, our consumer service team will recontact the customer on or around March 8, 2024 and, despite the lack of proof of purchase, which is a mandatory basic criterion as indicated above, we will make an exception an exchange only those pieces from the cookware set whose coating is crumbling underneath (such as picture 3 & 7) but not those that are considered ''normal wear and tear'' from use in the inside of the pot/pan nor on the edges.

  Thank you

  
  

   

   

• Initial Complaint

  07/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a Starfrit air fry oven September 2021, it worked awesome. In January I was using the oven and could smell burning wires but couldn't find where it was coming from. I used the oven 2 more times and both times I could smell burning again. The 3rd time I finally saw smoke coming from plug. I quickly turned it off and unplugged. That I believe was the 23rd or 24th of January. I immediately filled a comment for online with pictures on the Starfrit site. They responded fairly quick looking for more info and pictures. I sent in everything and when they responded back I was told it couldn't be covered under warranty because I had changed the plug after it caught fire. ** **** ***** ** ***** *** **** ***** ** **** *** * **** ******** They also said where I had it wasn't sufficient airflow which isn't true, it's in wide open place.

  Business response

  17/02/2022

  Good day, 

  There was a confusion during the evaluation of the consumer's claim. The first agent thought the plug was exchange prior to the incident and we do not cover altered appliance as per our warranty.,

  That being said, even tough the consumer did not follow the instructions included in the USER GUIDE (as per below), we exchanged the appliance and reiterated that the appliance should NEVER be used under a wall cabinet (wich she did as per her pictures) as it prevents the heat from circulating and overheat the appliance.

  IMPORTANT SAFEGUARDS of USER GUIDE
  K.  Use the product in a well-ventilated area. Keep the product away from kitchen cabinets, back wall, curtains, clothing, dishtowels, or other flammable materials.
  F.  Do not leave the product unattended while it is in use. DO NOT move the appliance while in use.
  R.  Always place the product on a flat, stable surface – it is not recommended to use the appliance on temperature sensitive surfaces or under a wall cabinet.
  
  Also, one of your pictures shows that you changed the plug and this could potentially be very dangerous.
  Note that modifying part invalids the warranty as this could put at stake your own safety.
  Please ensure NEVER to modify any parts such as power cord or plug or any other parts moving forward otherwise it will no longer be covered under warranty.
  
  IMPORTANT SAFEGUARDS of USER GUIDE
  E.  Do not operate the product if it has a damaged power cord or plug, or after the appliance malfunctions or has been damaged in any manner. Do not attempt to examine or repair this product yourself.
  W. If this appliance begins to malfunction during operation, unplug the cord from the outlet immediately. Do not attempt to repair or use a malfunctioning appliance.
  
  GROUNDED PLUG:  As a safety feature, this appliance is equipped with a grounded plug, which will only fit into a three-prong outlet. Do not attempt to defeat this safety feature. Improper connection of the grounding conductor may result in the risk of electric shock. … DO NOT  alter the plug. DO NOT attempt to defeat the safety purpose of the grounded plug. (p.4)

   

  We believe this case as been resolved.

   

  Thank you

  Customer response

  17/02/2022

  * ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  18/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Customer service of this company is awful. The product was faulty. The blender I bought from ******* started to leak after 2 weeks of purchase. I contacted their customer service via email, sent them all the information they need. And I never heard about them again.

  Business response

  30/08/2021

  Good day,

  Customer contacted us through our online Form on August 10 at 3:35PM saying that her blender was leaking.

  We responded to her on August 11 at 9:02AM, less than 12 hours after she first contacted us.

  We then ask for pictures of the leaking on the appliance as customer only provided stock photos.

  We never heard back from her since.

  Perhaps our response got into customer's junk mail. 

  ****** ***** *** *** ******** ********** *** ********* *** **** *** ******* *********** *** ** ******* *** ********* *** **** ** *** *** ******** **** ** ****** ***

   

  Thank you.
  

  Customer response

  01/09/2021

  
  Complaint: ********
  
  I am rejecting this response because:

   

  ***** ** **** ** **** ** **** **** * ***** ****** **** *** **** ******* ** **** *** *******

  Now let's talk about Starfrit's customer service. After 19 days (Aug 30) of my first contact to Starfir, they ask me to demonstrate how the blender is leaking in photos. When I explained to Starfrit they replied "you could also send a short video of the issue". So replied with a short video showing how the blender is leaking on the same day (Aug 30). I guess their system could not process with video files thus I got a call on Sep 1 Starfrit mention they wanted to make sure I got the email. So I clip a few frames of the videos and sent the pictures to them again.

   

  I hate the fact that they treat me like I am the one who is unreasonable. The only mistake I made was to throw away the package because I assumed Starfrit's product would last longer than *******'s return policy. Apparently, I am wrong. I learned my lesson. Never throw away the package before the return period ends.

   

  ***** *** 

  
  Sincerely,
  
  *** **

  Business response

  02/09/2021

  Good day,
  
  ***** ** **** ** *** ***** ***** *** *** ********** *** *** ****** ************ ** *** *** ****** ****** *** ******* **********
  
  As per the customer's statement ''Now let's talk about Starfrit's customer service. After 19 days (Aug 30) of my first contact to Starfir, they ask me to demonstrate how the blender is leaking in photos'' this is not thrue.

  Again, as provided in our first response of August 11 at 9:02AM (less than 12 hours following Mr **'s first contact). ****** *** ******** ******** *** ***** ** ************* ** ****** **** *** ******* ** ******** ** ******* ********** Here is an extract :
  
  

  ************* (Starfrit) to *********
  
  Aug 11, 2021, 9:02 EDT
  
  Good day,
  
  Thank you for your email. We do apologize for this inconvenience.
  
  To further assess your request, would you please send me clear pictures that demonstrate the problem you are having with the item.

   

  We did receive Mr **'s video In the last days and we thank him for that.

  We left a voicemail before receiving it to ensure that Mr ** would look into his junkmail in case our response got there as it seems to have happened with our first response of August 11, 2021.

  The video sent by Mr ** shows that the crossed blade is leaking, not the blender itself. We will gladly honor our warranty and send him 2 crossed blades at no cost in replacement of the defective one.

  A request to our Distribution Center was placed on September 2, 2021 and will be shipped by Canada Post at the adress provided by Mr **.

  Hoping all to Mr **'s satisfaction.

   

   

   

   

   

   

   

  Customer response

  02/09/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  I demand a full refund due to faulty product. The store will not take it because I lost the package. Please send check payable to my address. 
  
  Sincerely,
  
  *** **

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩