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:12/09/2024

  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.

  In May 2024 I purchased a food chopper that 3 months later was overheating and burning. I wrote them on 10/11 and was told it would be ***laced after I sent in photos of the label, the cord cut and providing my receipt which I did. Since then the *** **** never ***lies to me unless I call and speak to a woman (MM) there who I have had to speak to on the phone numerous times. The *** after having to be prompted to ***ly did email me saying a new unit would be sent along with a tracking number. A label was created on 11/7 but weeks later it had not moved and the tracking still said label created. I phoned again on 11/20 and spoke to the *** (MM) who again promted the main *** I began with to write me. The following day the *** **** emailed me saying they no longer had the item and it was discontinued but they would be sending a check for what I paid for the item. I ***lied stating my disappointment for taking so long to find this out, but was glad they were going to refund my purchase and asked for a email letting me know when it would be sent/expect to receive it. Again, she did not ***ly. About two weeks later I emailed the *** (MM) I had been speaking to but she did not ***ly so on 12/4 I called and spoke to her. She said she wasn't getting an answer from the *** **** which is why she hadn't written me back but was on top of it and would get back to me ASAP. Today, 5 days later (two months after I filed my initial claim - and over two weeks since I was told a check was being sent) I had not heard back or received the check. So, I phoned again today and spoke to a new *** who gave me every same excuse I have been given for the last two months, and had no information on the payment. At that point I decided I was done trying to get anywhere with them. I want the refund check, and I want to know when to expect it. I have been beyond patient for months, but I feel all I have had for two months with them is avoidance, excuses and an endless runaround.

  Business Response

  Date: 12/13/2024

  Hello,
  
  We take every inquiry seriously and strive to resolve each case as quickly as possible to ensure your unit meets the standard. Unfortunately, the item was discontinued and no longer available for replacement.
  
  The claim has been finalized, and a refund has been issued to the customer. The check process does take a few days, the check was mailed today, 12/11/24. Please note we are in **********, and the customer in *********, **, the mail does take a few days to arrive on their end.
  
  I do apologize for any inconvenience this may have caused.
  
  Customer Care Team

• Initial Complaint

  Date:10/18/2024

  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.

  I bought one of their toaster ovens from ****** in June 2024. This product comes with 1 year warranty from the manufacturer. The MAXI-MATIC, USA, sells under the brand ************* on ******. After only 4 months, the product is malfunctioning. I contacted MAXI-MATIC, USA via email to request warranty support. They responded by asking for a few documents and also a video of the problem. After I submitted that, they rudely said that I should go to ****** for warranty support. I wrote back that ****** is an authorized retailer but not the manufacturer, hence they are not liable for warranty. MAXI-MATIC, USA, has ignored my email. I contacted ****** and they confirmed that I was right, that the warranty is by MAXI-MATIC, USA for this product. This toaster sells for about $30. The price fluctuates. i

  Business Response

  Date: 10/28/2024

  Hello,

  We take every inquiry seriously and strive to resolve each case as quickly as possible to ensure your unit meets the standard. Our policy does require a bit of information to better assist the customer and help us determine how to proceed.

  We have no record of the customer contacting us, unless the customer is using a different name and email address.

  Heres what we can do to assist, please feel free to send the unit in and we will be happy to inspect the unit or submit a warranty claim.

  We apologize again for the inconvenience and frustration this has caused.

   

  Thank you,

  Customer Care Team

• Initial Complaint

  Date:03/11/2024

  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.

  I contacted ********** in regards to my ******************** pot. The pump stem of the percolator had a hole in it when I took it out of the box in December '23. I sent them a picture with a clear hole in the stem. Here are the responses from the company:If your item is under warranty, well be happy to send you the missing/damaged parts or replacement but require a copy of the receipt/invoice/gift receipt showing full details. (I sent them the information requested)Hi *****. Sorry for the trouble. damaged parts straight out of the box have a warranty of 30 days from the purchase date. We are no longer able to replace the part under warranty.If your product is out of warranty, we can still help. We have parts available for purchase, for the part you are requesting which is the Pump Tube, the cost is $13.90 including shipping. My response - I do not see anything in the instruction manual under warranty that indicates the limit of 30 days. Everything I see printed states 1 year. I appreciate knowing that I am able to order the part, but do not understand why it can not be replaced as it was a defective part.We truly do apologize for the confusion. The ones that are covered by a 1-year warranty are for electrical related such as no power or no heat, digital malfunction, gears and motors like stripped motors or broken gears, and timer malfunction. Anything that is broken, cracked, peeling, rusting, or missing straight out of the box is only covered by the warranty within 30 days from the purchase date. Below is the information regarding the warranty in my product manual and found on their website. Nothing indicates the 30 day out of the box disclaimer.LIMITED ************* (1) YEAR 1. Your small kitchen appliance is warranted to the original purchaser to be free from any manufacturing defects under normal use and conditions for one (1) year, cord excluded. This Warranty applies only to the original purchaser of this product.

  Business Response

  Date: 03/15/2024

  Hello,

  A team member has been assisting *********************, a courtesy replace part has been issued.  Our records show the claim is closed. 

  Thank you!
  

  Customer Care Team

• Initial Complaint

  Date:02/13/2024

  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.

  PURCHASED GOURMIA TOASTER OVEN IN JULY 2023 WHICH CAME WITH A ONE YEAR WARRANTY. SIX MONTHS LATER THE TOASTER STARTED TO SMOKE THROUGH THE FUNCTION K*** AND SMELLED LIKE BURNING WIRES. WE IMMEADIATLY UNPLUGED IT AS WE FEARED THAT A FIRE WOULD INSUE. IT STLL SMELL HORRIBLE THREE WEEKS LATER!WE WROTE THE COMPANY AND THEY REFUSE TO GIVE A REFUND OR A RETURN AUTHORIZATION AFTER THREE WEEKS OF E-MAILS BACK AND FORTH. I THE MEAN TIME WE COULD NOT BE WITHOUT A TOASTER SO PURCHASED A NEW ONE MADE ACTUALLY BY THE SAME COMPANY FOR $95.23 AT ******* WHICH IS SMALLER BUT MORE FEATURES.

  Business Response

  Date: 02/16/2024

  Hello,

  We have been working with ********************* and issued his replacement unit.  The claim has been closed. 

  Thank you!

  Customer Care Team

   

  Customer Answer

  Date: 02/29/2024

   
  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:01/18/2024

  Type:Delivery 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.

  My wife received a Elite Gourmet 12 cup Stainless Steel Percolator, Model EC-120 as a gift for our new home (less than a year old). She loves the coffee pot. At Christmas, the Plastic Brew Progress k*** began to leak. I observed a crack in the plastic. I contacted ********** per their website. I was advised the k*** was not available by itself - the entire lid had to be ordered. I placed an order for $20.85. I have emailed several times to figure out when the part will be shipped and received. As of today, I have not been informed if the part has shipped, a tracking number, or when I should receive the part. I did receive an email on Jan 2, **** that the company had received my part order.

  Business Response

  Date: 01/18/2024

  Hello,

  I do apologize for the delay. the orders are processed accordingly.  In further reviewing the order has been processed and shipped with **** tracking number 9400 **** **** **** **** 87 and showing to be delivered Friday, January 19th by 9pm.

  I also have notes that our team member has emailed the customer with tracking information.

  I do apologize for any inconvenience this may have caused.

  Thank you!

  Customer Care Team

   

  Customer Answer

  Date: 01/23/2024

   
  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:10/10/2023

  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.

  Purchased Elite Gourmet 12 Cup Percolator Dec 1, 2022 from Amazon. In July 2023, we had an issue (machine wasn't heating) and contact customer service. Agent responded and asked for pictures, etc. In the interim, I looked online and kept the machine unplugged for a couple of days, and it began working again. Then on Sept 22, 2023, I was making coffee which started to shoot out the top of the machine. We came to realize a piece of the clear plastic top had broken off. I contacted the same agent to advise what happened and sent photos and my Amazon receipt. I received a response on Sept 25, 2023 asking for my shipping address indicating my lid would be replaced. I confirmed the address the same day. On Sept 28, 2023 I received an email advising that a replacement would be sent, asking me to cut the power cord and send an image which I did. I was also asked to confirm the mailing address yet again. I sent the requested images the same day. No response so on Oct 2, 2023 I reached out via email asking for an update/tracking info. I received a response the same day advising that a tracking number would be provided as soon as the shipping department had the info. That is the last communication I have received. I called on Friday, Oct 6, and spoke with a representative and asked for a supervisor. I was told there was no supervisor available. I advised that I still had not received any update about the replacement/tracking and was told that they were having some shipping delays but she would relay the message, and someone would respond. It is now Monday, Oct 9, and nothing. I tried calling and went to voicemail so I left a message. Quite frankly I am extremely annoyed - why have a warranty? I advised that I have no other coffeemaker, so I really need the replacement. It shouldn't take this long and the lack of response is underwhelming. The customer service has been horrible; it's a shame because the machine makes very good coffee. I would like my replacement expedited.

  Business Response

  Date: 10/16/2023

  Hello,

  I do apologize for any delays our orders are processed accordingly. The replacement unit was processed and shipped with **** tracking number 9434 **** **** **** **** 67.

  Thank you!
  

  Customer Care Team

  Customer Answer

  Date: 10/16/2023

   
  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. Unfortunately, the matter was not handled very well, and we found the box with the replacement product on our front porch - we had no notification that it had been shipped, no tracking number, etc.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/14/2023

  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 an Elite Gourmet a toaster oven on Nov. 25,2022 from Amazon. After 9 months the timer broke. They outsource customer support to the *** No response after sending the requested information. I want my money back! It has a 1 year warranty.

  Business Response

  Date: 09/14/2023

  Hello,

  Our Team Member is working with ************************* and not all information requested has been received, pending video. Our policy does require a bit of information to better assist and help us determine how to proceed.  Once all the information is received, ****** will be notified of the next step to finalize her claim.

  Thank you,

  Customer Care Team

   

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20605946
  
  I am rejecting this response because: I sent the video on Sept 7. It is long as o have to show the timer is not counting down. I have shrunk the size. I dont know what else to do. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/14/2023

  Hello,

  Rejecting the response, the emailed receive noted; they would not download too large and no video attachment.

  We're happy to further assist with a replacement once we receive a video to help us determine the problem and how to proceed. Please note without a video, we're unable to determine any defect/issue.  

  Thank you!

  Customer Care Team

   

   

• Initial Complaint

  Date:06/30/2023

  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 coffee basket for $13.95 in good faith ( I thought it was top and bottom). The basket which was the bottom arrived dented. It was mailed in an envelope and was not very protected from being knocked around in the mail. Need less to say, it arrived dented. I ultimately decided to not pursue replacement since we made changes to our coffee pot usage. So I asked the representative for reimbursement of $13.95 after sending a picture. She asked for inside picture too. I complied figuring they wanted to see it wasn't used. The representative said they could not send me a return label . I had to incur the charge of returning it to get my money back. They would not reimburse the shipping cost even after getting the dented basket back. I felt that this way of doing business was not very customer service like towards this problem. I am looking to get reimbursed without incurring the cost of the shipment. It can be with a return paid label or reimbursement of the basket and my $13.95 or shipment cost included with my $13.95 once received. Some companies might just say, discard the basket and we will reimburse your cost. Sorry for the inconvenience. At this point AI am too deep into the inconvenience to walk away from $13.95.

  Business Response

  Date: 06/30/2023

  Hello,

  Thank you for contacting us, what we can do is mail another basket free of charge. If you would like a refund, we will need to receive the basket back and we can reimburse you for the charge of the part once received.

  Best regards,

  Customer ************ Team

   

• Initial Complaint

  Date:06/21/2023

  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.

  Product purchased (January 26, 2023) under (6 months) ago.The Rice Cooker has (NO VISIBLE LIGHTS) indicating abnormal operation. Rice Cooker does not heat up and at this point, is a glorified (PAPER WEIGHT).MAXI-MATIC will not honor their (1 year warranty).

  Business Response

  Date: 06/23/2023

  Hello,

  We're welling to replace the rice cooker under warranty, our policy does require a bit of information to validate the warranty.  The customer is unable to provide a video of the problem he is experiencing to help us determine the issue. Also  suggested if a friend or family can help him send the information needed to finalize his claim.  We wil reach out to the customer "***************************" again to try to further assist him.

  Thank you!
  

  Customer Care Team

   

• Initial Complaint

  Date:05/04/2023

  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 purchased an Elite Gourmet bread maker, who is owned by **********, from Kohls. It came to me damaged and returned and received another from Kohls. The second one malfunctioned after 4-5 uses and fell off my counter during use due to it moving violently. It broke into pieces. I reached out to ***** and they told me to reach out to Elite Gourmet since it was a malfunction. I reached out to them via their support link on their website. I submitted a video of the bread make malfunctioning when I reached out. After explaining the issue and being told to reach out to kohls for an exchange again and then being told to make another video using the bread maker. I told them again it was broken. They said they could send another once I send them photos of the cord cut. They included an instruction list which I will attach below. The instructions recommend cutting the cord at the base and taking many photos. Due to the base of the cord being thicker than the rest the scissors I have wont cut that close. I cut about 2.5in from the base. I took many angled photos and submitted them. They said they cannot accept those photos because I didnt cut at the base. I told them about my scissors and they want me to purchase wire cutters or they will not send a replacement bread maker. They only way they will send one is if I pay to ship them item at my own expense which is the same as what I paid for the bread maker.

  Customer Answer

  Date: 05/04/2023

  **** **************** **********, ** *****

  Business Response

  Date: 05/04/2023

  Hello,
  
  I do apologize for any inconvenience this may have caused.  Our policy does require the units power cord to be cut properly.  All were requesting is to cut close to the Strain Relief (this is where the cord exits from the body of the electrical appliance).  Once the photo is received and verified, we will ask to dispose/recycle the item.  The claim will be finalized, and the replacement bread maker will be processed.
  
  Again, I apologize!

  Customer ************ Team

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20019607
  
  I am rejecting this response because:

  I have told them many times that my scissors cannot cut that close. However I did cut the cord 2-3in near the base. I sent in all the photos. The item cannot be used or repaired as it was broken before I sent them the request. I cannot afford wire cutters to cut at the base. The instructions say recommended not required. If they need, I can also send photos of the lid unattached.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/04/2023

  Hello,

  The photo of the requested procedure can be emailed at your earliest convenience, you may use regular scissors as many do.  A courtsey replacement was approved, the item was not a manufacture defect.  The issue you had is usually caused by the dough being too heavy and the mixing is causing the dough to hit one side every time it rotates. 

   

  Customer Service Team