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:09/28/2024

  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.

  This is to follow up on my previous complaint ******** in which I filed a compliant regarding a defective juicer and requested that the broken part be replaced. In included a picture of the broken part, the serial model, and a list of complaints from others that had the same issue as this is a defective juicer yet is still being sold. When I was in the middle of juicing, as I described before, the plastic seal suddenly broke and a piece of the plastic seal went whizzing past my head landing I dont know where - I was so thankful that it just missed my eye, or we would be looking at a medical lawsuit - I only have one eye, and I am a bit protective of it. Apparently the sliver of plastic missing from the plastic part that broke fell into my garbage disposal - which is brand new, may I add? The plumber came and took apart the disposal and found the sliver from the juicer wedged into the disposal, Luckily he was able to repair and reset it, otherwise it would have had to be replaced, which would have been very expensive. Due to the fact that this is a defective juicer, and due to the fact that the defective juicer caused damage to my home, I am asking for reimbursement for the cost of the repair. (Georgia is landlord name, I (****) paid the company directly - please make the check out in my name). Thank you for your help.

  Business Response

  Date: 10/01/2024

  Hello,

  This complaint ******** was closed by BBB after you received an email from the Consumer stating (please see below statement) nothing was mentioned about the garbage disposal needed to be repaired. the Consumer said MESSAGE:

  
   
  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,
  
  **** ********

  The matter was closed and not to be reopened almost a month later for the garbage disposal bill to be paid for.  Again nothing was ever mentioned of this in the previous complaint, they just didnt want to pay the shipping and they received the part at no cost and no shipping. 

  Thank you,

  ****

   

  Proof of Delivery
  Dear Customer,
  This notice serves as proof of delivery for the shipment listed below.
  Tracking Number
  1Z8WY7530321490225
  Weight
  1.50 LBS
  Service
  UPS Ground
  Shipped / Billed On
  09/04/2024
  Delivered On
  09/10/2024 11:19 A.M.
  Delivered To
  ******, **, **
  
  
  Left At
  See Delivery Photo
  Please print for your records as photo and details are only available for a limited time.
  Sincerely,
  UPS
  Tracking results provided by **** 10/01/2024 11:52 A.M. EST
  Print this page
  

   

  ******** *.
  **********************************************************************
  
  
  MESSAGE:
  
   
  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,
  
  **** ********

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22353627
  
  I am rejecting this response because:

  The missing piece of plastic flew from the juicer and, unknown to me, landed in the garbage disposal. As the days passed the disposal would not work, I did not know why, until the repairman came and showed me the piece of plastic as was missing from the defective juicer. I am asking the company to cover the cost of the repair as it was generated by the defective juicer. We are lucky this piece of plastic did not fly into my eye, or we would be looking at a medical lawsuit 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 10/02/2024

  Hello,

  I was able to get this request approved and will be sending this to accounting to have a refund check sent out. This will take up to 4 to 6 weeks to process and mail out to the Consumer.

  Thank you,

  ****

  Customer Answer

  Date: 10/06/2024

   
  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,
  
  **** ********

  Customer Answer

  Date: 11/14/2024

  Hello,

  I am wondering when the check might arrive? it has been more than 30 days. 

   

  Thank you, 

   

  ****

  Customer Answer

  Date: 11/17/2024

  Understood, thank you. 

  Customer Answer

  Date: 12/25/2024

  Hello,

  I am writing to follow up on the check I was promised from Omega months ago?

  Thank you.

  ****

  Business Response

  Date: 12/26/2024

  Hello,

  I do apologize for the delay.

  I just sent accounting and asked for conformation on the check being sent out.

  Once I hear from them, I will respond.

  Thank you,
  ****

  Customer Answer

  Date: 01/14/2025

  Thank you. The issue has been resolved. I appreciate your help. 

• Initial Complaint

  Date:08/23/2024

  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.

  On 3/8/24 I purchased an Omega HD3000 juicer. I have used this juicer every day for the last 150 days to juice only celery in small portions. A week ago, the plastic on the chute, where it connects to the spout, suddenly split off a large chunk of plastic, making it impossible to use the juicer. This occurred @ 8/17/24. I wrote to the company immediately and requested that they replace the defective part. I provided photos, serial number, receipt, a detailed explanation of what occurred. A representative said that they would need to speak with me. Someone from the company called me, and I explained, again the issue. They agreed to take responsibility and replace the part, but kept asking for my credit card number to charge me for the shipping. I again reiterated that I wished for them to send me the defective part; this juicer is defective and there are numerous reviews and complaints about this same issue. I don't feel, as the customer, I should also have to pay for shipping. The person I spoke to refused to cooperate, so I asked to speak to a manager. I was told that the manager would come to the same decision. Later that day I received an email stating that the manager would call me. No one has called me. I ask that their defective chute me sent to me at no cost, please. This juicer needs to be removed from the market. I have photographs, emails, serial numbers, a listing of at least 25 similar reviews and complaints for this same model of juicer, if you wish to see it.

  Customer Answer

  Date: 08/25/2024

  Final Details for Order #***-2841609-7201846
  Print this page for your records.
  Order Placed: March 4, 2024
  Amazon.com order number: ***-2841609-7201846
  Order Total: $55.98
  Shipped on March 6, 2024
  
  Items Ordered Price
  1 of: Omega H3000D ********** 365 Juicer Slow Masticating Extractor Creates Delicious Fruit Vegetable and Leafy Green High Juice Yield and Preserves Nutritional Value, 150-Watt, Black
  Sold by: DLX Deals (seller profile) | Product question? Ask Seller
  Supplied by: DLX Deals (seller profile)
  
  Condition: New
  $52.64
  
  
  Shipping Address:
  *************************
  *********************************************************
  D4
  ******, ******* 86351
  *************
  Shipping Speed:
  FREE Shipping
  
  
  Payment information
  Payment Method:
  Mastercard ending in 5788
  
  Billing address
  *************************
  ********************************
  D4
  ******, ******* 86351
  ************* Item(s) Subtotal: $52.64
  Shipping & Handling: $12.30
  Free Shipping: -$12.30
  -----
  Total before tax: $52.64
  Estimated tax to be collected: $3.34
  -----
  Grand Total: $55.98
  Credit Card transactions  MasterCard ending in 5788: March 6, 2024: $55.98
  To view the status of your order, return to Order Summary.
  Conditions of Use | Privacy Notice  *********, Amazon.com, **** or its affiliates
  Yahoo Mail: Search, Organize, Conquer

   

  other complaints about the same juicer having the same issue:

   

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

   

  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/27/2024

  Hello,

  Normally anything past 30 days of purchase has a shipping and handling fee. For this one time I process a replacement order for the drum at no charge. should ship out tomorrow for the Consumer. 

  Thank you,

  ****

  Business Response

  Date: 08/27/2024

  Hello,

  The order has been processed and the order number is 166773-OMG-WEB.

  Thank you,

  ****

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22186617
  
  I am rejecting this response because:

  I have not yet received the replacement part?  it has been 10 days?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/10/2024

  Good afternoon,

  I do apologize for the delay I processed the replacement order for the part on 8/27/24 and the warehouse shipped the order on 9/4/24 the package is scheduled to arrive on 9/10/24 (today) I have included the *** tracking number.
  1Z8WY7530321490225

  A shipping notice was sent, I am not if they received it or not.

  I will try to attach the notice that was emailed.

  Thank you,

  ****

  
   

  Business Response

  Date: 09/10/2024

  View shipment out for delivery?
  

  Your order is out for delivery
  Your order is out for delivery. Track your shipment to see the delivery status.
  Estimated delivery date: September 10, 2024
  
  Track my shipment
  or Visit our store
  
  UPS tracking number: 1Z8WY7530321490225

  Customer Answer

  Date: 09/10/2024

   
  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:08/21/2024

  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.

  I purchased an Omega juicer from Amazon on June 14, 2024 for $425.95. In less than two months, the pulp ejector flap started coming apart every time I went to clean it. I contacted Omega today, August 21, 2024. Although my juicer is still under warranty, Omega wanted to charge me $10.95 to ship a 1-inch piece of rubber. I am not the only customer whos had this issue. If you look at the reviews of the pulp ejector flap on their website, you will see similar negative reviews going back SIX YEARS. Yet they are still selling the same juicer, with the same faulty part, at an extremely high price.

  Business Response

  Date: 08/23/2024

  Hello,
  I have searched our data base and cannot find anything current. The only ticket that I could find was from a year ago for a different model. 

  If they would like to email me directly and send me a photo of the part that you need.

  **************************************** 
  
  Thank you,

  ****

  Business Response

  Date: 08/27/2024

  Hello,

  I have processed an order for a replacement flap for ******************************* and should ship out tomorrow.

  Order number is 166781-OMG-WEB
  

  Thank you,

  ****

  Customer Answer

  Date: 08/27/2024

  Hello. Omega has offered to send me the part. I would like to wait until I receive the part before marking this matter as resolved. Is that possible?

  Customer Answer

  Date: 09/06/2024

   
  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:08/08/2024

  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 the Omega Juicer NC1000HDS on Amazon from the Omega Store on November 3, 2023. Within two months, the drum assembly, NC1000 with tray broke and we could not use the juicer. We have been contacting Omega and the only response we receive is telling us the item is on backorder but not estimation of when it will be back in stock. When I check the Omega online website and look at replacement parts, this is a common complaint and there are people who have been waiting more than a year for this replacement. We have been waiting eight months and cannot use the juicer. We have waited a reasonable amount of time but now want either a replacement product or a full refund. We ordered this through Amazon and the order # was # ***-5451707-7629856

  Business Response

  Date: 08/09/2024

  Hello,

  I have searched our ticketing system by Name, email and by phone number and cannot find anything that the Consumer has contacted us in anyway. Is it possible that it may be under another name?

  Thank you,

  ****

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22115623
  
  I am rejecting this response because:   Again, I submitted a claim on their website.  I supplied ALL of the information including receipt/proof of purchase, photos and everything they asked for.  I received an email stating they had received all the information and they would "endorse" my ticket (ticket # ******) and update me when they have an answer.  The very next day I received an email claiming "we have not heard from you for 24 hours..."   

  This is what I have been dealing with.  You can submit the information and then it just seems to go into a black hole.  The problem I have reported seems to be a very common problem.  Yet, they have no replacement part and it seems because of that, they just leave you in limbo.  I want a replacement or refund.  

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

  Business Response

  Date: 08/14/2024

  Hello,
  I have searched our ticketing system by Name, email and by phone number and cannot find anything that the Consumer has contacted us in anyway. Is it possible that it may be under another name? Do you have the emails that were being sent back and forth?
  

   

  Thank you,
  ****

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22115623
  
  I am rejecting this response because:

  Last message I received was on August 13 and the "ticket number" is   535585

  Still waiting for resolution of problem.

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

  Business Response

  Date: 08/15/2024

  Good morning,

  Please see last reply to the consumer about the replacement unit.

  UPS tracking number 1Z8WY7530317761717

  Estimated delivery
  Tomorrow, August 16 between 1:45 P.M. - 3:45 P.M.

  Thank you,
  ****

   

   

  *******************
  replied
  (Tue, 13 Aug 2024 at 12:40 PM)
  
  To:*******************
  Hi *****,
  
  
  Good day,
  
  Thank you for providing the requested information.  My name is **** from The Legacy Companies. We are happy to inform you that I have successfully processed your replacement/cash sale order. Please allow 5-7 business days for shipping of your order.
  
  
  * Please Note: The charge for this order will reflect as TheLegacyCompanies.com on your statement
  
  Your package will be shipped via Standard Delivery, with an estimated delivery time of 7-14 business days.
  
  Please take note of your order number: 1000236985 for future reference.
  
  For your reference, your ticket number is: 535585 
  
  If this answers your question or your issue has been resolved, you no longer need to reply to this email.
  
  Sincerely, 
  
   ****
   Consumer Care Representative 
   The Legacy Companies

   

   

  Customer Answer

  Date: 08/16/2024

   
  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.  I received the replacement on 8/16/2024.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/16/2024

  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.

  On Fri, 17 May at 1:05 PM , ***************************** ***** <**********************> wrote:We purchased the OMEGA OM6560S on 12/5/2022 received it shortly afterward. Used the blender regularly for smoothies and then OMEGA blender began making weird sounds and we smelled burning.Called legacy/omega 8/29/2023 we were given a ticket and requested that we send a short video of the problem with issue and the sticker label serial number and proof of purchase. We provided that info.9/8/2023 call to them because no response to our submission. Ticket ****** and they sent a new container.but still had the noise and burning smell and it got worse with rocking motion from the base. Not able to use blender anymore.9/26/2023 ticket ****** sent another video clip because the problem was not resolved by a new container. ticket 10-16-23 ****** they came back and said it was the base and we would be given a new unit, but one was not in stock and we would have to wait for a new model to come out they were not going to make our model anymore but when they get them in they would send it...so we waited and waited 3/12/2024 we never heard from them again new ticket was provided, ****** spoke to Love she said nothing available yet. 5/14/2024 Glaiza nothing is available for us yet 6/24/2024 Letter mailed certified to office in ********** **, letter not delivered yet 7/16/2024 ticket ****** Agent states that replacement unit is still not available. She cannot provide an address for the Omega or ************** She will have a supervisor call us "within the next 24 to 48 hours and we should keep our lines clear" She may be able to send us a "temporary replacement" a blender worth $100 that would not be a substitute for the unit that we are owed. We will accept a refund since there appears to be no blender in production at this date.

  Business Response

  Date: 07/17/2024

  Hello,

  Currently we still have not received stock in, ETA is end of September the factory keeps pushing the date out. A refund is not possible because they did not purchase directly through us. Once they arrive we will send the replacement unit out to them. 

  Thank you, 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21998041
  
  I am rejecting this response because: we have been given this response multiple times over the last 9 months.   When we call 1-2 months later and ask for our replacement they tell us its not available.  
  Now they refused to put us in touch with a supervisor or other higher ranking customer service representative  who might actually try to resolve this issue. 

  we are not asking for a refund - we are asking for restitution for the 9 months of calling and waiting and being put off by Omega  with  the exact same words that are listed in this response 

  Request  is for restitution of $300
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/17/2024

  If they have the receipt I will check to see if at all possible to do a refund.

  Thank you,

  ****

  Customer Answer

  Date: 07/22/2024

   
  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 IF THEY CAN PROVIDE A REFUND RECEIPT HAS BEEN ATTACHED.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/22/2024

  ***** response said that if we had a receipt he would see if he could get us a refund. I would like the complaint to stay open until we receive a confirmation that we are getting a refund.  We have been told repeatedly that we cant get a refund because we bought it from Amazon , or time frame has expired so I dont feel confident that we are getting one - but I hope we do! 

  Customer Answer

  Date: 07/30/2024

  Omega has NOT provided us with a refund. They have Not been in contact with us in any way and it his lack of customer communication is the very reason we came to BBB    Thank you

  Business Response

  Date: 07/31/2024

  Good Day,

  I approved a refund for the Consumer. We sent a reply asking to confirm the address and we are still waiting for a reply. 

  Thank you,

  ****

  ***************
  replied
  (Tue, 30 Jul 2024 at 3:00 PM)
  
  To:**********************
  Hi *****,
  
  
  My name is *** and I will assist you going forward.
  I was given the approval to have a refund check processed and mailed to you.
  Please confirm the address that you would like the check mailed.
  
  
  Thank you and have a great day.
  
  
  ***
  Agent, Customer Care
  The Legacy Companies

   

  Customer Answer

  Date: 07/31/2024

  Omega/Legacy has requested to confirm my address 

  please forward this to them

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

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

  Toms River Nj 08757

   

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21998041
  
  I am rejecting this response because: we have not received the refund yet.  They have only asked to confirm my address. Please forward to Omega/legacy

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

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

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

  Business Response

  Date: 07/31/2024

  Hello,

  Address was received, the agent will process and send to accounting. 

  Thank you,

  ****

  Business Response

  Date: 07/31/2024

  Hello,

  Address was received, the agent will process and send to accounting. 

  Thank you,

  ****

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21998041
  
  I am rejecting this response because we have not received a refund check from Omega or any other response
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/09/2024

  Hello,

  All the paperwork has been sent to accounting, they only process checks once a week, I have asked for an update from the accounting office.
  
  Thank you,

  ****

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21998041
  
  I am rejecting this response because: this response is the same one that we received last time, over a week ago.  Since this has been a very long process please keep the claim open while payment is pending. Thank you 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/12/2024

  Hello,
  All the paperwork has been sent to accounting, they only process checks once a week, I have asked for an update from the accounting office.
  
  Thank you,
  ****

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 21998041
  
  I am rejecting this response because:although "****" states repeatedly that it has been sent to accounting and they do them once per week, we have not received any payment nor any other type of communication from Omega.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/16/2024

  Hello,

  I sincerely apologize for the delay with the refund check being sent out. I have reached out to accounting 3rd request as to if the refund check has been processed.  I also have added the Vice President of the Company to the email for some assistance with getting this taken care of if it hasn't already.
  
  Thank you,
  ****

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 21998041
  
  I am rejecting this response because: we are still waiting to receive the check  - it is noted that effort is being made - but unfortunately so far our problem with Omega is not resolved
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/22/2024

  Hello,

  Accounting has processed the refund check and will mail out today, should take about a week to ten days to deliver.

  Thank you,

  If you have any questions please let me know.

  ****

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 21998041
  
  I am rejecting this response because: I appreciate their message but as of today we have not received the refund check.  Due to the long term of this problem, I need to wait until a check is received, rather than accepting that a check is in the mail
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/27/2024

  Hello,

  I completely understand that you want to wait until you have received the check.

  Please let me know once you have received it.

  Thank you,

  ****

  Customer Answer

  Date: 08/29/2024

  We have received the check from Omega  othank you very much

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

  Customer Answer

  Date: 08/29/2024

   
  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.

  We have received the check from Omega  othank you very much

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

• Initial Complaint

  Date:07/11/2024

  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.

  I am requesting help to resolve an issue receiving a replacement part for an Omega Juicer that is currently under warranty. I bought the Omega *********************** 2012 with a 15-year warranty for repair and replacement of original parts. I use this juicer often and have occasionally had to replace some of the plastic parts that break which was never a problem before.In January 2024, the juicing screen split in half which has happened before. I initially reached out to The Legacy Companies on 1/3/24 who I understand is the manufacturer and distributor of Omega juicers in the U.S. I provided the requested information to a ** representative who created the ticket # ******. I requested a replacement juicing screen and was told that the replacement was free but that I would be required to pay $9.95 in shipping to which I agreed. I was given the shipping # of E1387481. The juicing screen was received by me on 1/11/24 and I found it was not compatible with the older style Omega 8004 drum. I sent pictures and a video on 1/12/24 as requested to make sure that I was assembling the juicer properly. On 1/16/24, I sent an additional video that was requested by the support team. On 1/17/24, the ** representative confirmed that "the drum that you have is the old style that's why it wont fit. We will provide you with the new one at no cost at all. As of this time the drum is out of stock, however you don't need to worry since we will get you updated once the part is available again."I have followed up multiple times over many months via phone calls and email and the part is consistently out of stock and the machine is unusable without this part. My request is that The Legacy Companies honor the warranty and send me a replacement drum as promised. I feel that waiting almost 7 months for a part is unreasonable. Please feel free to reach out to me for any additional details concerning my request. Thank you.

  Business Response

  Date: 07/11/2024

  Hello,

  We still do not have the drum back in stock as of yet, but I have instructed the agent to offer an updated model. We are just waiting for a reply.

  Thank you,

  *********;

  Customer Answer

  Date: 07/13/2024

   
  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:05/29/2024

  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.

  Good afternoon,With this email im requesting help about receiving service from The Legacy Companies, that is the manufacturer and distributor of Omega juicers in the U.S.I bought an Omega juicer 8004 in January 2014 with 15-year warranty for repair and replacement of original parts.I am using the juicer at home every day and the plastic parts brake periodically. It is my estimate that i have received replacements of broken parts 2 or 3 times per year on average for the last 10 years.In early February 2024, the drum of the juicer broke in the same way it broke many times before. I requested a replacement and since then i have called The Legacy Companies multiple times, received multiple tickets, and they always say that the part id out of stock. I need your help in getting The Legacy Companies to fulfill their obligations under the warranty and replace the broken drum. I cannot use the juicer without a replacement drum and they have ignored my request for more than 3 months.Below is some information about the juicer and my replacement request from 2/8/2024.?Omega Juicer 8004 ship date Jan 6, 2014, registered on 1/28/2014 Serial # ********* ****************** phone: ************ email: ****************************** Ticket numbers related to this same request: ******, ******, ******, etc.My contact information is:************************* ***************** Current address zip code: *****, ********** ** I am attaching printouts from some of the emails received from The Legacy Companies since Feb 8, 2024.My request for The Legacy Companies is that they honor the warranty and send me a replacement of the broken part.Please let me know if you need any additional details about my request Thanks,*************************

  Business Response

  Date: 05/29/2024

  For this one we have reached out to the Consumer to see if they will accept a different model as a replacement.

   

  Thank you,

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

  Consumer Relations Manager

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

  ******************************************************/span>

  Ft. Lauderdale, *******; 33331

  Business Response

  Date: 05/31/2024

  For this one we have reached out to the Consumer to see if they will accept a different model as a replacement.
  
  Thank you,
  *****************
  Consumer Relations Manager
  ****************************************
  *****************************************************
  Ft. Lauderdale, *******; 33331

   

  *************************
  replied
  2 days ago (Wed, 29 May 2024 at 7:43 PM)
  
  To:"The Legacy Companies" <******************************>
  
  Hi *******,
  
  
  Thank you for the follow up and I will call back tomorrow 
  
  
  Regards,
  *********
  
  
  
  
  
  
  D
  **********************
  replied
  18 hours ago (Thu, 30 May 2024 at 4:11 PM)
  
  To:*****************
  Hi *********,
  
  
  Good day,
  
  Thank you for the information. If you haven't already, please note our phone lines are open Monday to Friday, 10:00 AM EST to 4:00 PM EST. When you call us back, kindly provide our ticket number 480556 to the next representative so they can see our conversations and my notes.
  
  If this answers your questions or in need of no further assistance, no need to respond to this email. Stay healthy and safe always.
  
  Best Regards,
  *******
  The Legacy Companies Consumer Care
  

   

  So far they have not called us back.

  Thank you,

  ****

  Customer Answer

  Date: 06/10/2024

   
  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:11/08/2023

  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 a Omega on 1/2/23 on Amazon and we had to order a replacement part as the original part was defective and we paid $25 for shipping and handling on the replacement part. But the replacement part sent was defective also as it does not fit the original unit and it is IMPOSSIBLE to get off to clean the unit and it looks like it will crack the main cylinder part if we try to force it off. This essentially makes the entire unit useless. The replacement part is still under warranty, but it is not a use issue as the part is new, it is defective. Yet I am still being charged an additional $25 to replace the replacement part. The juicer is now selling for under $50 on Amazon and if I paid for shipping the replacement part for the first replacement I would have spent $50 to replace a part when I could have just purchased a new unit.I would like to either have the entire unit replaced or the part replaced without having to pay for shipping as I have already done this.

  Business Response

  Date: 11/08/2023

  Good day,

  I have instructed the agent to go ahead and replace the juicer.

   

  Thank you,

  ****

  Customer Answer

  Date: 11/08/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/27/2023

  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 my juicer about a year ago and today while juicing I heard crazy noise coming from the machine along with something flying out. I immediately stopped it and took it apart which was hard to do as everything got jammed. The auger plastic was all over the place. I am requesting a new replacement piece as this shouldn't happen with a machine which cost almost $500.

  Business Response

  Date: 05/30/2023

  Good morning,

  I have search our system by first and last name, email address and phone number but cannot find anything that the consumer has contacted us about this issue.

  If the consumer could please contact **************************************** or call ************ between 10:00am and 4:00pm eastern standard time and they will be able to assist you.

  Normally for just a broken part we just replace the broken part. But I will have the juicer replaced, The consumer just needs to the **************** know when they contact them is to say the **** said to have this unit replaced and they will do so.

  Thank you,

  ****

• Initial Complaint

  Date:04/26/2023

  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.

  Omega is not honoring their warranty. I bought a $400 juicer from them last November and it no longer works. The warranty department keeps telling me I will have an answer within 1 - 2 days, but when they miss their stated deadline, I call back only to get the same reply. Specifically, that they will send my pictures/videos to their specialist, which is what they tell me every time I call after they've missed their stated deadline yet again. The specialist finally reached out to me and asked for the same pictures that I already sent. Then in his email, the specialist said it appears I am "over juicing", when I've made the amount of juice consistent with their stated guidelines (16 ounces) before giving the juicer a rest. It appears they are blaming the customer for a non working juicer, and avoiding honoring their stated warranty. This is the fifth juicer I have owned in 6 years, and it's the first one I've ever had a problem with. In summary, this is a $400 juicer that stopped working after only a few months, the warranty department continues to drag out my case, they repeatedly ask for the same pictures that I already sent, and now they appear to be saying it's a problem with over juicing when I only make 16 ounces of juice at a time. I am asking Omega to honor their stated warranty on a very expensive product that doesn't work.

  Business Response

  Date: 04/27/2023

  Hello,

  After viewing the videos I can see the juice container is over *************** and that would be about 28oz of juice and for this unit it is recommended to stop and clean after about 14 to 16 oz of juice. .Also in the video the juicer seems to be juicing perfectly, you want lest pulp coming out, that means you are getting more juicer. also with any type of leafy greens they produce foam and can produce more foam depending on the brand and the freshness of the leafy greens.

  We are going to place the auger and the juicing screen to see if this helps. But in the video every thing looks like the juicer is working they way it should be.

  Thank you,

  ****

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19985849
  
  I am rejecting this response because: I did only juice 16 ounces before I gave the juicer a rest. I filled up the container, but only after giving the juicer a rest in between sessions, per your rules (which were never disclosed in your marketing, by the way). The juicer isn't working, period. I paid over $400 for this machine and it's putting out extremely poor quality, undrinkable juice. This is the fifth juicer I've owned in six years, and the first one that I've ever had a problem with. I would like to keep this ticket open until I am able to test the new parts Omega is sending to me. Hopefully that fixes the problem. If so, I will close the ticket. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/01/2023

  Good day,

  I have been with the Company for 35 years and know these juicers in and out. If the replacement parts do not help then we will have the Consumer send in the juicer and we will test with it to see how it performs. if it does not perform to the stand guide lines we will replace the juicer under warranty.

   

  I reviewed the video again and everything looks like it is operating perfectly. 

   

  Thank you,

  ****

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19985849

  It's incorrect to state the juicer is working properly, and the amount of time the employee has been with the company is irrelevant. As a recent cancer survivor, I've been a juicing pro for six years now, I've tested and sold several juicers, and all have worked great until this one. The juicer worked well for a few months, then started making a product of awful quality with chunks of produce in it (this has nothing to do with foam or pulp), rendering an absolutely undrinkable product. Also, whether the motor is working or not is not the issue, the issue is the juicer ISN'T GRINDING the produce and it's not making juice. Rather, it's now making a strange combination of liquid and solid pieces of produce. Therefore, the juicer isn't working properly and is not doing what it is intended to do for a purchase price of $400.

  Additionally, if Omega's juicer only allows for 15 minutes of operation before shutting it off and cleaning it out, their marketing materials should clearly state that, yet they do not disclose this fact.

  In reading other replies here on BBB, it's apparent that other customers have had this issue with Omega's products, and their poor customer service.

  I am rejecting the businesses "blame the customer" response, but if the new parts I am to be sent again start making the original quality juice it produced for the first few months, then I will close this out. 

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

  Business Response

  Date: 05/03/2023

  Hello,

  I did not mean to offend anyone I was just stating that I have been with the company for a very long time and know the juicer and actually use this particular juicer and have been juicing for 30 plus year and know what it is like to deal with Cancer as I am dealing with it now.

  I will hold true as I do care about our customer and do apologize about the customer service that was received and I am checking into that as well.

  If the replacement parts do not correct the issue I will replace the juicer.

  Thank you,

  ****

  Customer Answer

  Date: 05/03/2023

   
  Better Business Bureau:
  
  Thank you, Omega, for your recent reply. That's all I was really wanting: an apology and the desire to make it right. I do not have the parts yet, but hopefully they will get to me soon so I can test the juicer. My hope is that resolves the issue.
  
  Sincerely,
  
  *********************************