ComplaintsforExcalibur Food Dehydrators
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Complaint Details
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Initial Complaint
02/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 16Dec2022 I ordered 3 items directly from Excalibur Dehydrators online. This was Order 34322-EXC-WEB. The order consisted of a new door $29.99, a replacement thermostat for an older Model **** dehydrator $30, and a new Model ****b dehydrator with a ten year warranty which had been listed as $319.99. Using the Excalibur GIFTME22 20% off coupon, the price for the ****b was $240.00 including a ten year warranty. Taxes were $21. 75, shipping free. Only the door was fine. The thermostat arrived with one side bent over and the metal of the connectors were made of discolored metal. I had waited for months for this thermostat to become available again for purchase so I straightened the side with pliers and had no problem setting it up. The side pieces are for attaching the thermostat in place, they are not mechanical. It fit in place, however, did not work. The dehydrator continued not to heat at all. The ****b new dehydrator arrived with a crack near one of the feet at the bottom of the unit. These units are basically thick plastic boxes with shelves. The crack runs all the way through from the outside to the inside. I had been in email contact with Excalibur support about the thermostat and informed them of the problems right away. That contact had been initiated through their website. Tech never again responding to me though their previous message offered assistance with the thermostat. After a few attempts to email tech support, I filed a request for them to issue a return for replacement of the thermostat and ****b on their website, now the only way to contact them. They never contacted me back. Tried 4 times through their website. It is now two months later. I still have a cracked new dehydrator and a non functioning supposedly new thermostat. The phone number on your site is disconnected and has been for a while. They are still selling dehydrators online. Please help. I request a replacement **** thermostat and replace or refund the ****b.Initial Complaint
02/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have a dehydrator that has broke and is under warranty. I've contacted tech support and was told I would have a RMA for warranty claim months ago. I've contacted them couple times since and still no reply. I want the unit replaced under warranty as per their terms when boughtInitial Complaint
12/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
i bought 9 metal replacement trays from excalibur online and received only 5. none of their phone numbers work and i've received no response from customer service via their website mail.Initial Complaint
08/23/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
No phone number is valid. Texting is of no solution. No one is helping. They text offering no help at all. I have spent the last week trying to get help. I am missing the Tephlon Tray for making fruit leather. Missing from my order.Initial Complaint
03/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hi, I have had difficulty receiving customer service assistance from ********************. On February 18, I purchased their premier line 10-tray dehydrator Model: EXC10EL for over $1250 USD, and the stainless steel trays do not fit without collapsing one on top of the other (I sent videos to demonstrate the problem). I have been trying to get someone to speak to about it, but their numbers do not appear in operation. I had an initial email exchange where videos were requested. I sent the videos and did not hear back since.Excalibur - ******** Best Dehydrator ************************************************************************ ************** ExcaliburDehydrator.comInitial Complaint
03/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I reported to Excalibur that my 9 tray dehydrator model 3948CBD is only blowing cold air on 1/27. A week later they asked for proof of purchase and serial number.Another week later they told me I am still covered for the 10 year warranty, and someone would call me to get my credit card number to pay for them to ship me a thermostat.On 2/25 I wrote to Excalibur again, and was told I would receive a call that day to get my credit card number.No call yet (I am willing to pay for the shipping, even though it is covered under warranty and they should pay for that), but here I am, 10 weeks later, without a working dehydrator. This is an expensive dehydrator, and almost brand new (only a year old).Initial Complaint
01/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
MISSING PIECES I purchased a model EXC10EL dehydrator from Excalibur on 11/28/2021 for a Christmas gift. When the box was opened on Christmas we discovered that all 10 racks were missing. When I contacted Excalibur, I was advised that their shipping department was closed and it would reopen on 1/10/2022. It is now 1/24/2022 and I have not received the racks or heard one word from the company.It was also very, very hard to reach anyone from Excalibur. Every phone number that I was able to find online was "out of service". I had to fill out an online form and wait days for a response. It is a very poor system. I will never recommend them. If I had purchased this item from Amazon rather than going direct to Excalibur, I would have had better recourse. I could have sent it back!All I want is to get the 10 racks that I paid for and to have a customer service phone number that actually works.Initial Complaint
12/28/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered and received a product purchased from Excalibur Dehydrators website in early December (received 12/10). The product was broken, and I reached out to them immediately. I received one response back requesting additional information that I provided them on 12/11. Since then, I havent heard anything and have reached out 4 or 5 times to request that someone contact me to replace the broken product.Initial Complaint
10/06/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a 9 tray Excalibur dehydrator from their website. It arrived quickly, however, it makes a very loud noise and is not operating correctly. I tried to call the number listed, with a message that it was no longer in service. I contacted them vial email with a response that it would be addressed within 24 hours. I did receive two email responses asking for a video and pictures, which were sent. To date - no other communication has been received and I have a dehydrator that cannot be used. I have asked for a replacement.Business response
10/06/2021
Hello,
I have instructed a representative to contact them to have this issue resolved today.
Thank you,
****
Customer response
10/07/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.They have stated that they will send a replacement. I reserve comments on satisfaction until the replacement is received. Thank you for your assistance.
Initial Complaint
09/30/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
This vendor will not honor the warranty of parts covered at the time of purchase. I contacted them numerous times over the past year and have been told a support ticket will be filed and a representative will contact me but it never happens. They ignore email inquiries and refuse to reply. The support ticket link they send me only returns an invalid web address.Business response
10/01/2021
Good afternoon,
I will have an agent contact them today to get the issue resolved.
Thank you,
Customer response
10/01/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
The requested picture files have been attached as requested.Regards,
*******
Customer response
10/21/2021
I am rejecting this response because:
Subject: Complaint #********
Date: Thu, 21 Oct 2021 07:04:16 -0400
From: GMail <********************>
To: ********************************************************
Hello,
I am reaching out to the BBB again since the company would not fulfill their agreement to replace the defective timer on my dehydrator. I have reached out to the contact but they do not reply to my inquiry about why my replacement part has not been sent. Please let me know if this complaint can be reopened or if I need to open a new one to get the part they had agreed to replace. I have provided them with all the information they requested but have not heard from them since.
Regards,
*******************************
-------- Forwarded Message --------
Subject: Re: Replacement timer
Date: Thu, 14 Oct 2021 16:07:10 -0400
From: GMail <********************>
To: ****************************************
Hello Zymyl,
Could you please update me about the new timer shipment? Has it been shipped? Do you have a tracking number? If not, can you tell me when it will be shipping?
Regards,
*******Business response
10/21/2021
Hi *******,
Thank you for emailing back. I sincerely apologize if it took long for me to respond.
We will replace your machine with a new unit under warranty at no cost as a one-time courtesy. Please follow the instructions below.
Please email a photo of the machine with the cord cut (Please make sure you cut the power cord as close to the base of the housing as possible) showing that it has been disabled.
Once we have all this information emailed to us, we will then process the replacement order.
Please do no not discard the original machine until you received the new machine.
Once you receive the replacement unit, you can dispose of the machine. We will not want the machine returned to us. The D990 model that you have is already an old model and no longer carry this, I'll send you an upgraded model which is the 3948CDB.
I look forward to your response. Thank you!
Best regards,
Zymyl
Customer Service
The Legacy Companies
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Customer Complaints Summary
11 total complaints in the last 3 years.
0 complaints closed in the last 12 months.