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:11/30/2023

  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 SPINN COFFEE MACHINE over a year ago Ive had nothing but issues with it. Every time I go to make a cuppa coffee doesnt work now and in speaking with them they say I need to spend $199 and send the machine back so that they can fix it because they cant seem to fix it over the Wi-Fi, Im extremely upset they say I have done cleanings on this machine and have not used it in about seven months because it wasnt working correctly and when I went to go use it again to see if I can correct it. It still wasnt working correctly. They are adamant about the fact that I need to pay the money to get it fixed now Im out $1000 and no coffee

  Business Response

  Date: 11/30/2023

  To keep your Spinn maintained and running properly, please be sure to follow the required schedule below:
  ?
  1. Cleaning (180 servings OR 1 month of use, whichever passes first!)
  ?2. Descaling (**** servings OR 6 months of use, whichever passes first!)
  ?3. Replacing filter (150 L OR 2 months of use, whichever passes first!)
  ?
  ?***Please note: this is per time frame, or serving count, whichever passes first. So, minimally one clean cycle each month!
  ?
  ?Failure to follow this schedule will indeed cause your Spinn to fail - and no one wants their morning brew session to fail!

• Initial Complaint

  Date:10/20/2023

  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.

  My husband bought me the Spinn coffee machine in May of 2023. It was a big splurge for us, but I drink a lot of coffee so he was happy to do it! Unfortunately we saw issues quickly. Way too quickly for a machine that was almost $1000. Pretty much right after the limited warranty (which is 45 days) ran out, it broke. We were able to ****** it and find a fix. However, about once a week the machine broke and we would have to fix it. In September, (Only about 5 months of use) the motor broke. After haggling with their horrible customer service who told me we had not cleaned the machine in a year, (remember we only bought it 5 months ago) she finally looked up my account and saw that I was right in fact. She had me send the machine in for a repair. We have received the repaired machine back, but I would like a refund since we have had continuous issues. I have tried my best to explain my issues with the company, but they will not recognize that they sold us a bad problematic machine. They offer no form of phone calls, only email or chat. And it is pretty much automated or copy and paste responses.

  Business Response

  Date: 10/20/2023

  Thank you you for your message, *******  We would like to clarify that the 45 days is not a warranty period, that is the return window.  You are given 45 days to ******** the Spinn to ensure it is a good fit for you.  If not, you're welcome to return for a refund.  After those 45 days - your 1 year warranty will handle/cover any issues you have.  5 months into your warranty and a covered repair will not entitle you to a refund.  Reaching out to the Support Team initially rather than ****** and DIY could have been a better solution early on.  We are glad that your Spinn is in perfect working condition after being repaired by the certified technicians.  Again, we encourage you to keep up with the MONTHLY cleaning when prompted by the app - these will keep it running smoothly for you!  Cheers!

  Customer Answer

  Date: 10/21/2023

   
  Complaint: 20761377
  
  I am rejecting this response because:
  Again, it worked in the first 45 days. Very soon after was when it broke and then continued to break after I reached out to support. I reached out to support before googling. I was forced to ****** because of the bad customer service. You continue to refuse other options on your very expensive machine that breaks continuously. Another option is to reimburse me for *********** i am forced to buy on my own because I am unable to use the machine when it is getting repaired or on the countless mornings that it has been broken and unusable.
  Sincerely,
  
  *************************

  Business Response

  Date: 10/30/2023

  Thank you for your message - our Support Team is available for you Monday - Friday 9-5 PST.  Reach out if you'd like further assistance! 

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20761377
  
  I am rejecting this response because:

  You made no efforts to resolve any of the issues I presented. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/25/2023

  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 this machine in January of 2023 for the first 45 days it worked great no issue after 45 days it stopped working the machine won't grind after going back and for th with customer support they sent a box and said they would repair it 2 weeks later got it back and now it's still having issues. I reached out to customer support again for all the steps no resolution. Asked to return it and recieve a refund since they would not fix issue they refused offered to *********** again. ******* started to work but only for a single time after that all other times of using it from one day to the next the issue has returned reached out to customer support and they have refused to fix the issue.

  Business Response

  Date: 07/26/2023

  Hello - 

  The Support Team is more than happy to get your Spinn in for repair as needed - all Spinn Makers come with a 12 month warranty - so all costs are included. There are no refunds after 45 days. The return policy has been available for your reference, before, during and after your purchase.  You agreed to the terms and conditions when you placed your order.  Please respond to the communications from the Tech Support Team to have your issues resolved. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20374166
  
  I am rejecting this response because: after 45 days the machine does not work. I have had to send it in multiple times to get it fixed that I might as well not have it, because as soon as I get it back it has another issue that I have to send it back within 5 days. I have gone more without the machine than having it.

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

  Business Response

  Date: 07/27/2023

  Your *** has been issued, please be sure to ship your unit in prior to the *** expiring.  Thank you for your attention to this matter. 

   

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20374166
  
  I am rejecting this response because: I have already returned the product several times each time it comes back with a new issue and customer support is unwilling to work with us on returning it since it has not worse after the 45 days. It stopped working on day 50.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/09/2023

  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.

  Bought a $750 coffee maker from Spinn.com after 3 days machine would fail to further make any coffee. Spent 3-4 days working with their customer service to try to fix problem but in the end all they could offer was for me to pay to return product to have them ship me another. I decided I wanted to take advantage of 45 day return policy. While they comply with this they charged me a $60 return fee which seemed very exorbitant and something the company should pay if in fact machine has defect.

  Business Response

  Date: 02/09/2023

  Please see the attached returns policy for reference.  The cost of shipping and redeemed coffee credits are non refundable as stated. 

• Initial Complaint

  Date:01/18/2023

  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.

  Date of transaction: 11/28/2022 Amount paid: $679 Amount refunded: $584 Amount stolen: $95 I became enamored with the idea of having a Spinn machine after seeing the Spinn website and decided that I wanted to get one for our family. It was more than my wife was interested in knowing that I had paid for a coffee maker, but I had high hopes. Our family of coffee drinkers began arriving in town, and on Christmas morning, I replaced the regular coffee maker that hadnt failed us its entire existence with the Spinn machine.It worked for half of the first morning of use. After Id made a few cups, it stopped connecting to the app. Nothing I could do would make it work. Spinn customer service department was closed that day, so there was no assistance available. A perusal through the troubleshooting section of the manual and an internet search offered no assistance. Later in the afternoon, it finally began connecting to the app again. No idea why it stopped or why it restarted.On day 2, it made 3 cups, and then stopped working. It kept telling me there was a water flow problem. Again, Spinn customer service was closed. There was no assistance available. The manual mentioned nothing of the error message that I was receiving, and another internet search still proved unhelpful. At this point, my family is poking fun at me. Just plug the regular coffee maker in. You got a lemon Spinn machine. I packed the machine back up because my Spinn experience was far below the expectations that I had.I got return authorization when customer service finally opened back up the following day. No mention of a restocking fee was mentioned. I just wanted to be done with this experience, and I sent the machine back. Upon receiving notification that the machine had been received and my refund had been processed, I noticed that almost $100 had been kept. There was no mention in the email as to why.I do not appreciate paying $100 for a bad experience. I let this be known to no avail.

  Business Response

  Date: 01/19/2023

  Complete conversation between the customer and the Support Team is attached.  Customer was completely unwilling to let the Support Team assist with the issue to get it resolved.  The Support Team was off for the Christmas holiday, standard practice. The deductions for the shipping, redeemed coffee credits, and packaging that had to be shipped were all disclosed up front.  (see attached chat conversation). The Warranty Terms and Conditions clearly state all of these as well.  Originally packaging is required as clearly stated on the website, the Spinn App, and the User's Manual.  The customer was refunded the correct amount per the Warranty Terms and conditions that can be reviewed here: spinn.com/returns

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18835805
  
  I am rejecting this response because:

  
  

  The business has never, not once, validated my experience as being substandard. This leads me to the assumption that the customer experience isnt important to them. They asked me to do troubleshooting, yet I had already experienced 2 solid days of frustration without the assistance of customer service. I realize they were closed for the Christmas holiday. Believe me. Im aware. I sent several offline messages those 2 days. None of which were ever responded to might I add. My desire to participate in troubleshooting had already expired because I had already packed the coffee maker back into what I could find of the original packing material. They told me that they would not accept the item unless it was returned in the exact correct packing material. I told them that it was packed sufficiently, but if it needed to be exactly correct, then theyd have to send it to me. They did this, but didnt say it would cost money. In the meantime, I found the rest of the packing material in the trash. I pulled it out of the trash, unpacked the and repacked the box. 

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

  Business Response

  Date: 01/24/2023

  The customer was made aware of the charges that would incur for incomplete packaging - please see attached screenshot of dialogue.  Customer expected the Support Team to reply during Christmas when the business was closed and was unwilling to receive help after Christmas. Every aspect of the return process was made transparent, please refer to Spinn.com/returns for further clarification. 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18835805
  
  I am rejecting this response because:

  
  

  Business has not recognized a poor customer experience.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/05/2022

  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 Spinn Coffee machine 11/20/2022 for $749 plus tax plus over $100 in coffee. A non working machine arrived on 11/26/2022. **************** attempted to help me fix the machine manually by having me spin gears that were hot and marked as dangerous on the machine. After that didnt work for 48 hours they said they would replace machine and I could send the old one back. 24 hour went by without any tracking info on new shipment. So I reached out again and was given a tracking number which turned out to be for some random package going to *******, ** (I live in ********). When I realized I was given a tracking number not associated with my product, I contacted customer service during their posted business hours. They were closed for the day and I have not heard anything back.

  Business Response

  Date: 12/06/2022

  Our Support Team responded to the inquiry same day, all is taken care of at this time. 

• Initial Complaint

  Date:10/07/2022

  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.

  their return policy are aweful. allows customer to return withing 45 days charges an arm or a leg to have it returned. when I spoke to customer service about how bad the product was, they just sold me to refer back to customer policy. so basically you're gonna charge me money for selling a sub par product.

  Business Response

  Date: 10/09/2022

  Customer opted to return their ********************** Maker.  The return policy clearly states that the shipping cost for returns will be deducted from the refund.  The Spinn Coffee Credits the customer redeemed are clearly stated as non refundable.  The customer agreed to all terms and conditions prior to purchase and/or credit redemption.  https://www.spinn.com/returns

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18184037
  
  I am rejecting this response because: your machine is defective and its not making what its supposed to. 
  
  Sincerely,
  
  ***************

   

  Business Response

  Date: 10/18/2022

  The returns and warranty terms and conditions have been available for your reference prior to, during, and following your purchase.  Please refer to them, again here: spinn.com/returns

  Customer Answer

  Date: 10/20/2022

  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:06/24/2022

  Type:Sales and Advertising 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 the Spinn Original Pro machine on December 2, 2021. The purchase included the machine, a milk frother and a glass carafe, as well as $200 in coffee credits to try items from their marketplace. Upon arrival, I used the coffee credits to try several variations of beans from their marketplace that came recommended via their app. After 3 weeks of use (approximately 30 cups of coffee), the machine malfunctioned. After back and forth discussion with support, I sent the machine in for repair, which took 2 weeks. When the machine was returned, it still had the same issue that I sent it in for. While I do believe they ********* problem, they didn't resolve the issue entirely, which prompted another conversation with support about another warranty repair (taking another 2 weeks). At this point, I asked that I just exchange for a new machine. The support reps told me that I could only exchange for a refurbished unit rather than exchange for new. Seeing as how the machine was only 3 weeks old, I couldn't justify paying full price for a refurbished unit, so I opted to send it back. After all items had been shipped back, I received notice that the refund had been processed, but for $200 less than what I paid. After many messages back and forth with support, they refused to refund the full amount because I had used the coffee credits. I've spent a great deal of time looking through the website and mobile app and can not find any indication that credits would be deducted from the price of the machine. Further, all of my receipts (including the refund) show the value of the machine as $899 (what I paid for it), yet only $699 was refunded. At no time during the process was I made aware that I would not receive the full amount. The claim that the $200 in credits weighs against the value of the machine appears dishonest, as the exact same machine is now being sold for $1149 with a $15 coffee credit. I request the full amount of $899 to be refunded.

  Business Response

  Date: 06/24/2022

  Customer was required to read and accept the terms and conditions (which includes: If you accept Coffee Credits purchased in combination with an ordered Spinn Machine package, you will lose your rights to: (i) cancel an order and; (ii) receive a full refund of that order package.) of said Coffee Credits prior to the credits being applied to their account.  Customer proceeded to spend the entire $200 in credits, then returned their unit for a refund.  All of the warranty terms are clearly stated as well as the Coffee Credits Terms and Conditions.  These were again shared with the customer as you can see in the attached dialogue from the support chat.  All terms have been publicly on display at Spinn.com - thank you.

  Customer Answer

  Date: 06/25/2022

   
  Complaint: 17476783
  
  I am rejecting this response because:
  
  Spinn submits that the information was provided in the support chat, however none of this information was provided prior to the return itself. The purpose of a support process is to guide a customer through the internal company policies and ensure they understand the outcome.  Spinn failed to do this. 
  
  They also mention that the information is publicly displayed at Spinn.com, however after scouring the site, I have been unable to effectively find any linked information from the site.  To ensure I wasn't missing anything, I proceeded to run an SEO audit on the site verifying the public sitemap structure and found no documents publicly linked to the information mentioned.  If it is not easy to find publicly, how am I supposed to know about it? If, as Spinn claims, the information is publicly linked, there may be some errant code keeping it from showing in these reports, or via my web browser.   I have images showing the site hierarchy, screenshots of the coffee credits page, terms of use page and returns page.  Please note that nowhere in any of these images is there a mention of the information you submitted in your response, or any links that I can find to articles suggesting what you have mentioned.  I will admit that none of these are proof that the information doesn't exist publicly, however if it's not easy to find (and I've looked), I'm not sure how you can expect to enforce it. 
  
  I have also checked the in-app credit claim process which also does not seem to have any links to the information mentioned. 
  
  It is the responsibility of a company to ensure your customers understand the return process, and as I mentioned that I expected a "full refund" prior to sending the machine in for a return and did not receive any pushback on that, Spinn should claim responsibility for not ensuring that I fully understood the process.  The issue at hand is not only about $200.  The issue is about the quality of customer service. 
  
  *************************

  Business Response

  Date: 06/28/2022

  As with any website, the *** is filled with all information regarding Warranty, Returns, etc.  This information has been readily available at all times.  And again, the customer COULD NOT RECEIVE the $200 in Coffee Credits without reading and ACCEPTING the Terms and Conditions previously provided that clearly state:Cancellations and Refunds
  If you accept Coffee Credits purchased in combination with an ordered Spinn Machine package, you will lose your rights to: (i) cancel an order and; (ii) receive a full refund of that order package.
  

  Customer Answer

  Date: 06/30/2022

   
  Complaint: 17476783
  
  I am rejecting this response because:

  Spinn states, once again, that the information is publicly visible.  They submitted a screenshot of the FAQs, and so I went to go take a look.  I've attached a screenshot that shows the information in the FAQs, none of which mention a deduction in return value.  In fact, it states that a full refund is available within 45 days, and I quote, "NO QUESTIONS ASKED".  

  If I accepted terms when claiming the credits, where are the terms?  If they are not publicly visible on the site as Spinn states, then it should be immediately visible on the coffee credits page, the refunds page and the faqs.  I cannot find this information visible or linked ANYWHERE on the site.  I ask once again, if the terms are not something that can be easily found by the consumer, how is the consumer supposed to be held to the terms? 

  Just in case it's not clear in the attached image, here is a direct copy/paste from the FAQs on the Spinn website: 

   

  Does the SPinn Coffee Maker have a warranty?

  Absolutely! Your Spinn Coffee Maker has a 45-day no questions asked return policy as well as a 1 yr warranty. You can access the Return Policy and Limited Warranty information here.

   

  Can I get a refund? 

  Yes! Between the point of purchase and the shipment of your Spinn Coffee Maker, you can get a full refund by emailing ********************************. Once you receive your Spinn Coffee Maker, youll need to refer to the Return *********************** Warranty for refund instructions.

   

  According to Spinn's own documentation, I should be entitled to a full refund, no questions asked, as the return policy linked does not mention anything about coffee credits. 

  Business Response

  Date: 07/18/2022

  Please feel free to find the aforementioned information in the following link:

   

  https://www.spinn.com/credit-terms

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17476783
  
  I am rejecting this response because:
  
  

  I reviewed the page sent, however this was not linked from the coffee credit page, the site navigation, the return policy, privacy policy, FAQs or anywhere in our chat regarding the return.  I request that Spinn do the right thing and own that this information was not posted clearly or with ease of access.  

   

• Initial Complaint

  Date:06/05/2022

  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.

  We have returned our coffee machine twice now and now they are saying that we cant use it and should put our hand into the ******? They are fighting with us about the issue and not at all a safe company.

  Business Response

  Date: 06/14/2022

  Customer removed an integral component of machine. Customer was not instructed to remove this part. Removing this part has voided the warranty. Customer complained about coffee servings being watery - support informed customer that the issue with watery servings was related to the types of beans being used (dark, oily roasts that have trouble moving towards the grinder) This disclaimer is available on our websites FAQ: https://www.spinn.com/faq under OILY DARK BEANS. Our correspondence attached.