ComplaintsforBrentwood Appliances

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a Brentwood iron via Amazon in April but unfortunately waited until recently to unbox the product and begin using it. Upon first use, I discovered that any water put into the iron flows freely out of the holes when the iron is tilted to the horizontal (ironing) position. Water completely drained onto my shirt, the ironing board, and the floor. Based on the positive reviews that had been displayed on Amazon, I figured I'd just been unlucky enough to receive a defective product. I decided to reach out to Brentwood directly to inquire about a resolution, since the Amazon return window had passed. After making me send all of my information (i.e., screenshots of the item number, PDF attachment of my invoice) to them, they simply indicated that the invoice is missing the "condition" of the iron - I have no control over this - AND...wait for it...it is not displaying the other items I purchased. I have absolutely no clue how knowing what other Amazon items I purchased that day would help them to develop a resolution to the fact that BRENTWOOD SOLD ME A DEFECTIVE PRODUCT. After reviewing some of the company's responses to other BBB complaints, I don't expect them to take any responsibility for this failure and most certainly anticipate them playing some sort of blame game. However, I just wanted to file this complaint in hopes of potentially saving other potential buyers from a headache. Do better Brentwood.

  Business response

  06/27/2024

  It is the sole responsibility of the Consumer to check delivery of goods immediately once received.  If the item is not fit for their intended purposes, or if they buy a defective product, they should return it immediately before any return window closes. They must return it to the ************ where purchased. We have policies/ procedures in place. We ask for a copy of the original receipt to verify the Item is brand new and original purchaser. She did not purchase this Item from us, we are a wholesaler. We do not sell directly to the public, so we cannot issue a refund. We do not sell refurbished, second hand or defective Items. We stand behind our product and we can gladly assist her with a warranty. If she would like to go on to the next steps our Warranty Team would be happy to assist her. We are waiting for her response.

  Customer response

  06/27/2024

   
  Complaint: 21907662
  
  I am rejecting this response because:
  

  I DID PROVIDE MY AMAZON INVOICE AS REQUESTED WITH ALL OF MY INFORMATION (PURCHASE DATE, **** NUMBER, AMOUNT PAID, BILLING AND SHIPPING ADDRESS,  AND THE LAST FOUR DIGITS OF THE CREDIT CARD USED). BRENTWOOD WANTED TO SEE "OTHER ****S PURCHASED," WHICH MAKES ABSOLUTELY NO SENSE BECAUSE IT IS IRRELEVANT TO THE PRODUCT IN QUESTION: A BRENTWOOD IRON. PLEASE PLEASE PLEASE HELP ME TO UNDERSTAND HOW YOU BEING NOSY WOULD HAVE LED TO A RESOLUTION VIA REFUND OR REPLACEMENT.

  AS EXPECTED, BRENTWOOD IS PLAYING "THE ***** GAME" AND FAILING TO TAKE RESPONSIBILITY FOR THEIR WRONGDOINGS.

  IF YOU ARE UTILIZING A THIRD PARTY, SUCH AS AMAZON, TO SELL YOUR PRODUCTS, YOU SHOULD BE PREPARED TO ASSIST ALL OF YOUR CONSUMERS WITH ANY ISSUES THEY HAVE AS A RESULT OF YOUR ***** MANUFACTURING A DEFECTIVE PRODUCT. YOUR RESPONSES OF "YOU SHOULD HAVE CHECKED IT RIGHT AWAY" AND "YOU DIDN'T PURCHASE DIRECTLY FROM US" ARE UNACCEPTABLE.

  AS STATED IN MY INITIAL COMPLAINT, I DID NOT EXPECT ANYTHING SHORT OF A LOUSY RESPONSE. BRENTWOOD IS THE MOST UNPROFESSIONAL COMPANY I'VE EVER PURCHASED FROM, AND I DO SINCERELY HOPE THE ***** WILL DEVELOP PROFESIONAL CUSTOMER SERVICE SKILLS IN THE FUTURE. 

  BBB, PLEASE ENSURE THAT MY INITIAL COMPLAINT REMAINS EXPOSED FOR OTHER POTENTIAL CUSTOMERS TO HAVE A FAIR WARNING THAT ********************** PRODUCTS SHOULD NOT BE PURCHASED UNLESS THEY ARE PREPARED TO ACCEPT THE LOSSES WHEN THE **** ARRIVES IN A NON- WORKING CONDITION.

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

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an ice tea maker in January as gift from my kids. I used it a few times and it broke- wont turn on. The company is asking me a lot of questions- to which I answered. Then they asked for a video showing how it wont work. I sent them one. Now they want a video showing I cut the cord (I can do that) but they want $28 from us for a replacement. This tea maker costs my kids approx. $50. I am not giving them any more money- want a refund only. I felt put out by all their questions, videos etc. they are not standing behind their product.

  Business response

  06/10/2024

  Most of the times we ask the customers to send us the defective item, however in this case we gladly can replace the Item, but she is responsible for paying shipping & handling. We are still waiting for her response. We stand behind our products.We realize that shipping costs are expensive.  However, we do offer a brand-new replacement for a machine. This is our Warranty Policy. We do not sell directly to the public,so we cannot issue a refund. If she would like to go on to the next steps our Warranty Team would be happy to assist her.

  Customer response

  06/11/2024

   
  Complaint: 21814629
  
  I am rejecting this response because:
  I am not willing to send $28 for a replacement. I used this product about 3 times and then it would not turn on. Its not my fault it broke very soon after I received it. 
  Sincerely,
  
  *************************

  Business response

  06/19/2024

  We understand your concern and we are simply trying to help as much as possible.
  We are honoring the warranty, we will send you a brand new replacement unit. The replacement is brand new directly from the manufacturer Brentwood. However, you are responsible for paying the shipping & handling for the replacement unit. This is our Warranty Policy.
  
  We do not have a refund policy. We are a wholesaler, we do not sell to the public.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called today about a warranty and your phone worker was extremely rude and unprofessional. I plan on leaving reviews to warn others to not purchase your product. The warranty process doesn't make sense to pay for shipping and handling both ways. The employee was not helpful and emphasized that the phone lines are not recorded- therefore, she was snappy, rude, and sarcastic when I inquired about difficulty uploading a video. I will never purchase a product from here again. You should consider monitoring your phone calls and avoid hiring ghetto people to take calls.

  Business response

  02/27/2024

  Hello and thank you for allowing us to reply.

  ********************** did call, and our ******************* Team member was doing all she could to assist her.

  Our team members are monitored, and all communications (emails) are as well.

  Unfortunately, for ********************** case, our team member requested a short video to show us the problem and confirm the non-working machine.

  ****************** did try a few times; however, she sent us links and videos that requested payment to view.

  As a company, we must stay safe while we accept files from all.  This would mean that we do not open links and we also do not pay to watch videos.

  The point of the whole request of the video is to eliminate the added expense of her sending the machine back to us for inspection, as our **************** Warranty states.  While doing our best to help save ****************** an added cost, she became frustrated as she couldn't understand the video format on her end. 

  Our team member explained that she could send her appliance in so we can take next steps in replacing her machine with a new one.  ****************** then became upset and mentioned she would not pay to have her machine checked and would not pay for a new replacement. 

  We realize that shipping costs are expensive.  However, we do offer a brand-new replacement for a machine as good faith.  This is our Warranty Policy.

  If ********************** would like to go on to next steps our ******************* would be happy to assist her.

  We do not offer refunds, as the items they buy are not purchased from us.  We do offer a new replacement and we ask that they pay for shipping.

   

  *******************

   

   

   

   

   

   

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a Brentwood 1 cup coffee maker. I was making coffee Tuesday November 7 and when I went to check to see if it was done the whole top exploded in my face.I have first and second degree ***** on my face and chest.

  Business response

  11/22/2023

  To the *** and to *******************************, thank you for providing the means for us to communicate effectively with the end consumer.

   

  To:  *****************************

  We are deeply sorry for the incident that has occurred. Its not the experience we wish to create for any of our customers and for that we are again very sorry to learn of this experience.

  We do offer emails available for our customers on our website *********************************** to contact us directly. We wished you made the contact with us directly as we, Brentwood, do act in good faith and will provide complete support to you as expected. Brentwood is a hands-on company, and we take every concern into consideration. 

  Per your request, we will make contact with you and provide you with the support you need.  This is a concern we would never ignore.  

  Per your 'Desired Settlement' We will contact you by email, at the email address you have provided ************************* as soon as possible.

  Again, we are deeply sorry this has happened to you. Its not the experience we wish to create for any of our customers. Thank you for bringing it to our attention and allowing us to address it.
  
  Warranty ***** at Brentwood Appliances

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought an electric skillet on Feb 11 2023. It literally melted the plug you put in to the outlet. Our property manager came to look at it and determined it was not the outlet. We sent letters and pictures to the Brentwood company and ended up with ** having to pay for a new plug . That and other correspondence is enclosed. Upon the arrival of the new plug we plugged it in to the outlet and once again it blew causing damage to the temperature control probe as you can see in the enclosed picture. Immediately I sent an email to Brentwood on March 19th. As of this date I have not heard from Brentwood. All I want at this point is our money returned, as apparently there is a problem with this skillet and, And I do not wish for another and will certainly not spend any more money on an inferior product and dealing with a company such as Brentwood who seems not to care for its customers.

  Business response

  04/27/2023

  We are a wholesale company and do not sell directly to the public.

  A one-year Warranty is given to the original purchaser with a copy of the original receipt as proof of purchase to honor the Warranty. 

  Ebay is a C2C, Consumer-to-Consumer, transaction platform.  Technically, this voids the Warranty as the Policy applies to the original purchaser.  

  Due to the skillet being purchased on eBay, there was no warranty for ******************* purchase of skillet.  He did not purchase this item from **, and we do not sell directly to the public, hence we do not give refunds as these items are not purchased from **.

  Warranty Department read *********************** email; the department determined that it might be a power plug issue. He understood and went forward with a purchase of a replacement power plug.

  If the new Temperature Control K*** 'power plug' that ******************* purchased did not work, the remaining issue that is left is the skillet.  Determining liquid or water damage to the skillet causing it to spark when used.  The Instruction Manual specifies not to submerge this item in water to clean. If this was done, that skillet has been damaged.  This is not a defect issue, but a user damaged issue.  Meaning, the plug is new, and the skillet must be the damage part. 

   

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought a Brentwood Tea Maker ********* on May 25, 2022 *********** and as of September 23, 2022 it quit working. I call Brentwood Appliance and they said I can pay the shipping charge *************** but they will not tell me how much. I want a refund not a new piece of junk that quits 4 months later. the shipping charge today will be almost a much as what I paid in May.

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/09/30) */ Hi, As he indicated, he bought this unit *************** NOT from Brentwood Company. We can not refund, because we did not sell to him. In fact we do not sell direct to consumers. However, we stand behind our products and we do have one year warranty for all our products. We can replace this unit at no extra charge, but he needs to return it to us.

• Initial Complaint

  07/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/17/2022 ***************** received 2nd degree burns on her face and partially on her neck as a result of her Brentwood coffee maker blowing up in her face and burning her with steam. ***** ********* She received this coffee maker for Christmas 2020 and has never had a problem until that evening. She was taken to the ER and later to a burn center **************. We recently plugged in the machine in an attempt to see if it would repeat but, apparently, something blew out in the mechanism as only a slow trickle of water was produced. I reached out to the company on her behalf on 7/24/22 but have still not received a response. We also determined it was not user error as the machine will not heat if the cover is not entirely closed and latched. When I opened this site I saw that someone else had a similar experience. This is unacceptable. My mother's pain and fear need compensation and NOT a new coffee maker. People should be aware of the potential disaster. We do have pictures of the evening she was taken to the ER. She lives in an Independent facility so there were a number of witnesses, plus the hospital records and follow up burn visit. Please respond. Thank you.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/08/15) */ We are very sorry for what happened to your mother. We did not receive any email or call regarding this issue. We are here to assist with any issue that you have with our product. We are willing to refund you for the product. Please send a copy of your receipt to: *********************** thank you

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was making coffee with the pod maker and it just exploded steam and water onto my chest and breast. It caused an extremely bad burn! I went to a quickcare who said it was pretty severe ! I have photos of the burn I am contemplating legal action

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/07/08) */ Hi, we are here for full support. We are very, very sorry for what happened to her, we would like to help her in any way possible. We have already offered her a new improved/better model free of charge. we are also would like to refund her and her medical bills. please forward us all your medical bills and your purchase receipt. thanks

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a grill for the holiday as a gift for a family friend. End up realize, they already got one. We kept it and recently opened it to find that the item in the box is broken. The company said I should have checked after buying it but who opens the box when you were originally were using it as a gift? If your product is reliable then why are you not stand behind your product with a flimsy edge that breaks easily during shipping?

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/04/13) */ We have informed this person that he or she should return the product to the store he/she bought from. we did not sell her the item, therefore we can not refund her. Some retailers resell refurbished electric products and we have no control over this process. Thanks Consumer Response /* (3000, 7, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent the business a receipt. Clearly the item is new and it's damaged because of the lack of protection during shipping from the manufacturer. Business Response /* (4000, 9, 2022/04/21) */ we will gladly exchange the item, when she send back the defective one. thanks

• Initial Complaint

  01/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Brentwood electric kettle a couple of months ago, but it doesn't work now. Apparently this electric kettle has serious quality defects. I request Brentwood Appliances to either send me a new replacement electric kettle or send me the full refund for this kettle.

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2022/01/19) */ We do not sell directly to consumers and we never sold her the kettle, so we can not issue refund. We gladly can replace the kettle at no cost, but she was told she need to pay the shipping cost. We are still waiting for her respond. Thanks Consumer Response /* (3000, 7, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can accept the free replacement kettle from Brentwood, but the shipping cost needs to be covered by Brentwood as well because of their defective product which is still under manufacturer warranty. I request Brentwood to send me the free replacement unit now. Business Response /* (4000, 9, 2022/01/31) */ We stand behind our products, and we are happy to send her a new kettle. She has to cover the shipping cost or send back her defective kettle to us and we ship one to her for free. Consumer Response /* (4200, 11, 2022/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's not reasonable at all for me to pay the shipping cost. Brentwood must cover the shipping cost.

*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. ↩