ComplaintsforLoCo Cookers
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Complaint Details
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Initial Complaint
05/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased one of their products from **** *****, which is a 36 inch Loco griddle. First time I use it I’m getting error messages and according to their manual pieces need replaced getting a hold of Customer Service for this company is like pulling teeth. The option they gave me was to send me the replacement parts. I tried to explain I don’t have a clue on how to assemble valves and what have you for for a grill and I’m concerned that if I damage it trying to repair it with replacement parts, they are going to refuse to do anything for me. That is according to Customer Service Rep. It is very frustrating as I just bought this grill on Sunday 5/19 and this all started occurring on 5/21. I’m not asking for anything unreasonable, but as this girl is supposed to be Brand New, I’m having issues Already I would like them to just exchange it come get the grill I bought and replace it with the same exact model. Apparently they won’t do that though..Business response
05/24/2024
Good morning,
Thank you for giving LoCo the opportunity to reply to the filed consumer complaint. LoCo values our consumers and want their experience with our products to be a positive and fulfilling time. Mr. ***** purchased our 36" LoCo Series II griddle from his local **** *****. He had them assemble the unit. LoCo markets the units as unassembled in carton.
The product not functioning correctly is definitely a situation that LoCo takes ownership of and according to the Warranty coverage provided Mr. ***** with the replacement parts at no charge. Mr. ***** requested LoCo replace the entire unit and indicated the warranty parts were not acceptable; "Yeah, that’s honestly beyond my comfort level and my skill set".
LoCo has since placed an order for a new unit to ship to Mr. *****. However, since LoCo markets the units as requiring assembly, he will need to do the assembly on the replacement unit. Attached you will find the email correspondence with Mr. ***** along with the order voucher for the replacement unit being forwarded.
Again, we appreciate the opportunity to respond to this complaint.
God Bless,
***** *
Customer Experience Manager
Initial Complaint
03/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought their product and it was immediately defective out of the box giving an "Err3" error code. Which based on their manual, said to reach out to Customer Service for more help. Reached out to Customer Service for assistance and they have not been helpful whatsoever. No updates throughout the process, after 3-4 emails I find out the part I need is on backorder. Once the part was finally in stock I never received a proactive email informing it was sent, I had to reach out again (seems like they totally forgot about me). Then I was lied to by being informed the part was shipped out on ******24. No tracking # was provided to me at that time. I then reach out again to obtain a tracking #, got one and after researching it found that it was shipped out the following week on ******24. Now the package is lost and no where to be found, I've contact *** and they informed me that it was delivered to the wrong address and there was not much they could do. At this point I am owed an entirely new griddle. I have no faith in this company to have even shipped direction on how to install the part that I need. I am beyond frustrated with LoCo griddles and their level of "Customer Service".Business response
04/02/2024
Good afternoon,
LoCo reached out to Mr. ******** on Monday, April *** to in response to a social media post he shared on the LoCo IG. We expressed our apology for the customer service failure on top of the product failure and informed him that we would be shipping him a replacement unit. The replacement unit is actually our upgraded griddle.
He accepted the offer of a replacement unit on ********24. LoCo considers this a resolved issue.
Thank you,
Tonya M
Customer Experience Manager
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Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.