2 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from George J
1 star10/10/2022
First of all, read the fine print on the warranty. The products are low cost, but to have a repair you must crate and ship to them, they analyze, then repair IF THEY AGREE IS IS DEFECTIVE. You see this with companies who want to STRONGLY DISCOURAGE WARRANTY WORK.
Second, I called for two months to get an acknowledgement that I had even called. This unit was sold through a SPT store front called Kart It, obviously there were specific reasons for that, then routing the sale through Amazon.
Thirdly, my encounter with the company was not a particularly pleasant one. There is a time difference (east versus west coast) and my first contacts I left messages both at Kart It, and at Sunpentown. No calls were ever returned.
This is way short of any good buying experience I have ever had. I give them a 1 star rating because the system will not accept zero.
Sunpentown Response
10/12/2022
Our records show you only called us once, on Oct 10th, and you spoke to one of our CSRs. You informed our representative that you had reached out to the retailers, not us, " about five times" without response.
The information in your review here is incorrect. Yes the warranty, just like most other manufacturers nowadays, requires the unit to be shipped to us for repair.
That was not the case for you though. You are in the last few days of warranty coverage but our CSR offered you an exchange without having to send the other unit back to us. Per our warranty terms all you needed to cover was the shipping charge. You refused the offer then threatened to leave bad reviews online.
We're sorry you had a bad experience with the retailer seller and marketplace but they are their own companies and have no relation to our company.
We will honor the warranty exchange you were offered through the end of this month (Oct 2022), if you wish to take advantage of it.Customer Response
10/12/2022
The offer of sending a replacement unit was not made to me. I think this is obvious because I was complaining about the packaging and shipping to return the unit to do warranty repair at their digression.
We made a number of calls about this unit, this is a complaint echoed through many reviews.
If they made the offer to send a replacement as stated In their response to you, then continuing as an intermediary, please advise them to send it post haste. When we receive it we will discontinue the truthful reviews and will consider removing the ones already posted.
I am sure that as a middleman it is difficult to make a sound judgement in these matters, but I believe you look at reviews on both Kart It and the importer you will see this is not their first Rodeo.
I appreciate your letter and look forward to receiving the new unit. I would ask you keep my complaint open until I have received the unit.
Thank You
MikeReview from Jean C
1 star08/31/2021
This company offered only one option for a replacement part and that part did not fit. The website had zero information about size and charged an enormous amount. I called customer service to see if I could return the item and they offered a partial refund. For a product that has zero information about size (which is all you need to know when ordering)! Then the customer service representative spoke to me like I am a child and was incredibly rude and useless. I'm stuck with a product I can't use. NEVER buy anything from this company.
Customer Review Rating
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