Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/24/2024 we purchased a commercial gas oven. Order #********-63382. The oven has never been used, and upon installation, we noticed a significant GAS leak. We have contacted this business multiple times to discuss a return or repair with NO return communication. This is a major liability, fire, and explosion issue.

  Business Response

  Date: 04/07/2025

  The sales *** with tech  team are working on it.  please call your sales *** ***** to get more details. Thanks. 

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a commercial freezer from Cooler Depot on 8/30/2024. The freezer was delivered promptly without any issues. The unit worked well for about 3 months. On 11/12/2024 the freezer stopped working properly - the temperature in the freezer was not getting below 20 degrees F. On 11/13/2024 I reached out to Cooler Depot via their website portal and wrote an email, asking them to send someone over to fix the unit - there was no response. On 11/19/2024 I sent another email asking them to respond to my request. I received a reply via email from Cooler Depot see below:Honey Management Group Inc **************************************************** ***************************** ************************************ ************************************************************ Dear customer ******** ********,You are receiving this email is because you were asking a quesiton about our product: NSF Reach In Two Door Freezer SS interior AKF-***** on Saturday, 16-Nov-2024 08:32:46 PST:I bought this freezer 8/30/2024 and its not working, the temperature is not going below 20 degrees fahrenheit, order# ********-52093. need help!!!Our sales May He (***), ************** answered your question on Thursday, 21-Nov-2024 11:25:29 PST:Your sales **** will call you.This email was automatically sent out from CoolerDepot (Honey Management Group ***** if you think this isn't you, please just simply ignore it.Nobody called me or contacted me via email after the message above.On 11/27/24 I sent another email asking for help with my freezer.For 2 weeks now I can't use my freezer as intended and I lost inventory due to spoilage and no response from the business to fix the unit or send a replacement. I would like the unit to be fixed or replaced with new.Because of the delays in response from Cooler Depot I am unable to have inventory in my store and produce the goods for my customers which results in loss of sales!

  Business Response

  Date: 12/23/2024

  sorry, we missed this email to responds. our sales rep **** is working this issue now. 

• Initial Complaint

  Date:04/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this 12L Electric Countertop Deep Fryer ***** as an open box item shown in the picture. What was sent was a used, abused/damaged unit that was sent in a different condition than shown or was a different unit from what I can tell. Upon discovering this, I contacted COOLER DEPOT and was referred to *** in CA. ************** ****************************************************** Upon speaking to her on the phone, she asked for pics and said she would follow up with a resolution that day. I texted her pics to the number listed per her request without any response. She did not. I called again the following day...I was told that All Sale Are Final. I explained I understood if I was sent what I ordered which isn't the case here... She said she would ask a manager and get back to me that day. She did not. I then reached out by email without response. Order: Total: $75 (plus a $35.00 fee to have bank transfer direct to them). Date: 2018-12-21 I want a unit to replace what I received. I view as a bait and switch or negligence as I express to *** and she agreed.The emails and pics show more depth of what was wrong with the unit and how I pulled it out of the box the day we went to test it.I will gladly send this unit back for exchange of what they advertised on their EMAIL for a replacement. I expect the seller to pay for returned shipping as well.

  Business Response

  Date: 04/18/2024

  To whom it may concern:

  The fryer we sold as a clearance item with a bit of damage as the description on the website. Sorry about the unsatisfying, we are going to do the full refund of the unit, and no need a return.

  Customer Answer

  Date: 04/18/2024

   
  Better Business Bureau:
  
  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

  Date:03/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive purchased grill. (it calls taco grill) first off all grill didnt burn, flames wasnt burning very weird, than l realized welding was broken where the burner attached. Than top of the grill has discharge pe goes into cup holds extra oil. That part broken and discharge oil spills all over the burner which is starts fire.

  Business Response

  Date: 04/02/2024

  Hi, we already arranged the shipping company to pick up the item, once it is picked up, we will refund you the full money.

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a cooler it failed under warranty contacted seller they instructed us that it was in fact under warranty for 6 years but we had to purchase the part for retail price and they would refund once we shipped them back the bad part part was paid for so we text the representative to ask about any kind of shipping details he would not give any details or hardly respond so I asked him if I needed to re order the part he got very angry and started cussing when I told him I would have to dispute the charge through PayPal and threatened to void the warranty entirely paypal refunded the charge and we need the business to stand behind the warranty

  Business Response

  Date: 03/22/2024

  The buyer violated the warranty terms. The warranty is non transferable. The original buyer is not this complainant issuing this dispute. We tried to help this buyer, but they disputed charges for a deposit made for compressor. This case is closed now. No further action will be issued. - ***************************, Manager Cooler Depot  

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased One Blast Freezer/ Chiller machine on 1-30-2024, the shipment deliver on January 31, 2024.We pay for $6774.73we trying to turn on the machine and keep it running but the temperature doesnt match the temperature the seller described for.The told us the machine can be set up to -41 degree , but the machine we received only can go as low as - 31 degrees. We try to reach out to them for the solution. They send some guy to our place and tell us nothing wrong with the machine. I just bad quality. And they Guy claims that we have to pay him $150 for the visit, which we refuse to pay the $150. After the guy left, we reach out to the seller again , to see if they can give us exchange a working items or refund and they refuse to exchange the item for us and if we want to return, they have to charge us 25% restocking fee.we just want a working items that match what they described ,which is one working blast freezer can set up to -41 degrees .And also we found out the warranty cards it gave to us. Its already expired before the purchase day, which is the warranty expire on February 21, 2022. we purchased the machine at January 30, 2023. As this point, I just want my money back

  Business Response

  Date: 02/22/2024

  We apologize for the inconvenience caused. We assure you that we are committed to resolving this matter promptly. Upon receiving the complaint regarding the temperature of the chiller, we promptly arranged for a local technician to adjust the settings. Its important to note that the chiller in question is capable of reaching temperatures as low as -42 degrees, and we covered the cost of the technicians labor.
  
  Regarding the warranty, while the warranty card accompanying the machine may not have provided sufficient information, we would like to clarify that Cooler Depot offers a comprehensive warranty. Our official website clearly states a 3-year warranty for parts and a 6-year warranty for the compressor, effective from the date of purchase.
  
  At this juncture, we are prepared to offer various solutions, including an exchange, further adjustment of settings, or a refund with a restocking fee. Our goal is to ensure customer satisfaction, and we remain committed to resolving this issue to the customers satisfaction.
  
  Thank you for your attention to this matter.
  
  Sincerely

  Customer Answer

  Date: 02/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and thank you for your time,but unfortunately cooler depot was lying to you and me about the blast chiller can go -42 degrees. When their technician come in ,technician are super clear told me the lowest it can go is -31 degrees, The technician told us this item is Bad quality.after the technician left, we called it cooler Depot company. Tell them whats going on and the color depot company told  us the technician is someone they hire, but its not from their company and also the technician never said the quality is bad .which they were lying to us about the quality as well because we have three employees heard the entire conversation when the technician was here,and I am double comfort with them .what they hear is the quality is bad.

  for us, we just want fully refund with no restocking fee because when we purchase the item was the describe for, and the item wasnt match their description .I have the right to request the fully refund.also, with exchange, theyre going to change me the same brand item ,which I dont want it either because its going to be a bad quality too,

  at this point, I just dont trust them anymore. They lost my trust long time ago, and we just want our full refunds back 

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

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased unit #NSF Countertop Drink Merchandiser Glass Freezer SD98 from CoolerDepotUSA Feb 22, 2022. Unit arrived and was inoperable (would not cool.) Contacted CooleredepotUSA to resolve and assist with possible cooler programming, which they were unable to provide. CoolerDepotUSA is unwilling to repair or replace the unit at this time. I have purchased other items besides this one and had no problems. I called July 17, 2023 to inquire about possibly making another purchase and to possibly receive some sort of credit for the defunct unit, and they told me that I was out of luck.

  Business Response

  Date: 07/27/2023

  We already solved the problem, the buyer told us he will close this case, the buyer bought other items recently.

• Initial Complaint

  Date:03/04/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a griddle cooking surface for $553.73 (with tax and a $12.25 PayPal fee) which was loaded to my truck. When I arrived home and opened the crate and box, I noticed it had significant damage and rust on it. I called salesperson, *****, and she said to bring it back. I sent her pictures, via text, to show extent of damages and she said all are like that and that not effect to use it the chaffing dish compartment cannot be extracted. I brought it back, requesting my money back as a full refund and they are charging 25% (off of final sale, including fees and taxes) restocking fee on a damaged item they are trying for me to take

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a cooler from Cooler Depot and when it arrived it looked like it had been beaten with a sledgehammer and did not work. I would not get colder than 54 degrees. I asked for a replacement and they refused. They offered me $150 as compensation (I paid $1500) When I told them that was unacceptable they finally agreed to let me return the refrigerator. They have since picked up the cooler but refuse to refund my money. This has been going on for 3 weeks and they refuse to respond any text or email.

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a display cooler from this company December of 2021. The temperature will not go below 45 degrees. I have contacted the company and they said since it was purchased through Amazon I would need to go through them first. (This is strange when I actually spoke to the business.) Amazon has not done anything as well. I am sure they submitted the companint to Cooler Depot but no response. I filed the compaliant with Amazon November 17, 2022. I am losing money daily not having this Cooler to display pies and cakes that must stay under 41 degrees. All we want is it fixed. No one in this area will touch it or we would have someone work on it. I should have read reviews before I purchased. Not a good company.