ComplaintsforSodaStream USA Inc.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two co2 canisters. The wrong two were sent. I need the dark blue or pink. I received two of the light blue ones.The wrong item was shipped to me, now theyre refusing to replace these for the correct ones.I spent $70 on the canisters and I do not have the correct ones.

  Business response

  07/29/2024

  Hello *******, 

  We see that you reached out yesterday, after business hours to inquire about the wrong cylinders that were shipped by Amazon. We do apologize that they were not able to assist you. We will be more than happy to offer you a courtesy replacement of the cylinders. We have requested some additional information through your support ticket 6020918. Once we have that information we will replace your cylinders, free of charge. 

  Let us know if we can assist you further!

  Regards, 

  ********

  Consumer Response Manager

   

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 30, I got an email that my sodatream CO2 subscription shipped. Today May 3, I contacted because tracking says hasn't shipped but a label was created. The phone rep told me that the package was returned to sodastream because it was damaged. I asked rep why then a replacement wasn't shipped or I was notified. the phone rep told me that it is up to *** to make it right and *** needs to contact me. I asked how *** would have had this info and was told that someone would call me to schedule a call in 24 hours. That makes no sense and I was told this is their policy. All I wanted was my CO2 that I paid for, or a refund and I am not sure how either is *** responsibility.

  Business response

  05/06/2024

  Hello ****,

  We are truly sorry for the ongoing inconveniences you have experienced. It appears that a supervisor request was submitted after 5pm on Friday, as our Supervisors typically leave at 5pm EST. This may have caused a delay in receiving a call back within the usual ***** business hours. Rest assured, we will remind our agents to provide this information when explaining the process.
   
  I have checked and can confirm that order ******* is scheduled to ship today. Once it has been sent, you will receive the tracking details. If you require any further assistance, please do not hesitate to reach out to us. We are delighted to have you as part of the SodaStream family and are eager to demonstrate that our customer service exceeds expectations in helping you.

  Customer response

  05/06/2024

  
  Complaint: 21663713
  
  I am rejecting this response because: the request was before 5, was at 2;30. And that does not answer when I would receive my product that I [aid for, nor does it answer why Soda stream is giving my information such as email, phone number and credit card information to **** And that is according to the customer service agent that I spoke with on the phone.
  
  
  
  Regards,
  
  *********************

  Business response

  05/06/2024

  Hello ****, 

  I was able to listen to the recorded call and did hear where the agent misinformed you. *** would only have your phone number, name and address on the package. Once the package leaves our warehouse and we send the tracking to you, we do not have constant monitoring if the package was delivered, or not. If you are signed up with *** on their website, you can get this sort of communication with them. 

  We will make sure to speak to and train the agent with whom you had the first call. We do apologize thoroughly for the continued inconveniences you experienced. Consumer satisfaction is our top priority! We have since made your replacement order 3708969 and it has *** tracking 1Z6EF7790382944436. There isn't any movement on the package, yet but I will check tomorrow to make sure it gets shipped out without any issue. Please, let us know if we can assist you further. 

   

  Customer response

  05/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased $171 of flavored water on soda stream on a weekend. Because it was guest checkout there was no way to cancel the order when I realized the address was wrong. I immediately contacted the company number and they were closed so i sent an email. They responded at 1 pm today saying they cant refund the money because it might have shipped but they couldnt confirm anything or resolve the issue. I want to order water from the correct address. I am a frequent customer and have an account I just accidentally did guest check out and there was no way to cancel the order or change the address. I cannot return the product because I dont live at that address or have their contact information. I also submitted a payment stop request with PayPal with no result yet.

  Business response

  04/09/2024

  The agent requested and the order was successfully cancelled/refunded. The refund could take anywhere from 3-7 business days to reflect back into her account. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid a deposit to ******* when I purchased two different new containers of CO2. I understood I would get my money back upon bringing them back. Neither ******* or ******'s say they can give a deposit.These stores should not be permitted to sell a container if one is required to be made whole at the point of purchase. ******* is keeping my money, but not giving it back. ******* has also gotten rid of the empty tank return machine.So, between ******* and Soda Stream, they took my money. And, **** Stream says if I mail the empties back, I only get $1 back. What Soda Steam is doing should be illegal. I should have been told at the time of purchase, I would not get the refunded what, by all rights, was a deposit. (Paid $30 reach, but told $15 was a deposit at the time of purchase.) Several people on Reddit, I see, were similarly duped by how Soda Stream operates thru its partners.

  Business response

  12/05/2023

  Hello,

   

  We do apologize for any inconvenience you experienced and would be more than happy to explain our exchange cylinders vs. spare cylinders. 

  If you no longer use your SodaStream or would like to recycle extra cylinders, you can return used cylinders to an authorized SodaStream distributor without exchanging it for a full one. You will be entitled to a return fee of $1 or local equivalent. The $15.00 licensing fee is not refunded when used cylinders are returned.

   
  The cylinder is proprietary to SodaStream, and protected by intellectual property rights. Further, to protect users safety and health, various directives and regulations govern and regulate the use, refilling, maintenance, retesting and repair of the cylinder. SodaStream possesses the legally required knowledge and expertise to be responsible for strict legal compliance that can only be guaranteed if the cylinder is maintained, examined, retested and refilled by it. Thus, the cylinder remains the property of SodaStream and is provided under License.
   
  For every spare cylinder purchased, you pay a licensing fee to use the cylinder and for gas. With a gas exchange, you can return any used SodaStream cylinders and just pay the price for gas. This License will continue to bind the use of each subsequent SodaStream cylinder.

  
  I do apologize for any inconvenience and that you may not have been aware of our policy prior to purchasing additional cylinders. 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a soda stream unit here in **** ** and was told I could obtain refills for the cylinders here at Target where I purchased their item. On the mainland they will mail these refills to your home. Here, they will not mail them and the refills have not been available where they claim. I presently have six of these cylinders at $30 apiece that are useless. I would like a refund for the empty cylinders.

  Business response

  03/22/2023

  Hello *****,

  We did speak to this consumer last year in September and December. We offered a few local places but we have a more complete list below. Due to the hazmat nature of the product, we are unable to offer our online exchange cylinders outside of the continental **. We are only able to offer them in retail locations in ******.
  

   

  ****** #****- *********************************************

  ****** #****- **** ******* Pky, *******

  ****** #****- ************************************

  ****** #****- ***************************************************

   

  In terms of refunds for the cylinders, they do state that the consumer is entitled to $1 upon forfeiture to a participating retailer.

   

  When empty, please return this cylinder to SodaStream of an authorized SodaStream dealer in exchange for a full SodaStream cylinder, for the price of the gas refill only, or you may return this cylinder in good condition without exchanging it and receive a return fee of $1.

   

  If, for some reason he is unable to get the $1 from the retailer, we can assist in his refund.

   

  Thank you,

   

  ********

  Customer response

  03/24/2023

  
  Complaint: 19396245
  
  I am rejecting this response because: The alternate locations are not on this Island. How am I supposed to get them? This response is ridiculous.
  
  
  
  Regards,
  
  ***************************

  Business response

  04/18/2023

  Consumer has reached out 3 times for stock updates. We provide him with locations in ******. As of Monday, Target on ************************************* has stock of both our cylinders. Due to shipping restrictions we are unable to ship direct-to-consumers in ******.

  
  

  Customer response

  04/19/2023

  
  Complaint: 19396245
  
  I am rejecting this response because: Target never has the ones I need and Soda stream is suggesting that I drive 5 hrs. or go to another Island to get my refills. I don't think I can take these on the plane. I've spent nearly $200.00 on these bottles and they only want to give me $1.00 each back? I've always heard soda stream had good customer service and took care of their customers. I'm not seeing it.
  
  
  
  Regards,
  
  ***************************

  Business response

  04/24/2023

  We had advised on 4/18 that there was a Target in the vicinity that actively carries our exchange cylinders. I checked with our retail team just now to confirm that the following Target in **** has quick connect cylinders: Target: ************************************************ 

  Customer response

  04/25/2023

  
  Complaint: 19396245
  
  I am rejecting this response because: Yes target has the new quick connect cylinders at $30.00 a piece. I have six of these already. I would like the refills which they rarely have. Target customer service is hard to get through to and it is a 70mi round trip and fuel here is over $5.00 a gallon for my vehicle. I don't need more cylinders cluttering up my place and your offer of $1.00 refund is insulting as well as your suggestion that I go to another island to get them. Do you think there is a highway connecting the islands here? Hello? No ferry either. I also wrote your corporate office with an offer to refill your bottles locally and got no response. I really like the product, I just wish I could say the same for your customer service.
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  06/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Soda Stream on June 9th 2022. It was shipped via *** (tracking number 1Z6EW5770380028958) and *** delivered to the wrong address on the wrong street on June 13th. I called *** to make them away that I did not receive the package. I received two voice mails from *********, a local *** person, stating that they did in fact deliver it to the wrong house (32 Osprey instead of 59 Crane). I have been going back and forth with both *** and Soda Stream about this error with no resolve. Soda Stream is refusing to contact *** to assist in correcting this. I still have the voice mails with *** admissions of their error. Soda Stream continues to deny any ability or willingness to help correct.

  Business response

  06/27/2022

  The customers order was replaced, with the exception of one drink mix which was out of stock. That item was refunded. The new order arrived via tracking number 1Z6EW5770380177994. 

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a soda stream fizzy water maker from Target in December 2020. Over the past year and a half I have only been able to get a refill for the soda maker about 25% of the time I need one. Often I have to resort to buying canned soda water because Target is not being supplied enough soda stream refills to meet demand of the customer. Soda ******************** either needs to work out their supply chain or system issues to ensure Target always has soda stream refills available for the customers who have bough their products that rely on these. The product is useless unless you are able refill the cO2 cannister.

  Business response

  01/27/2022

  Hello *****,
  
  We apologize for the inconvenience you have experienced. We understand your frustration of not being able to obtain CO2 exchanges at your local store. Unfortunately, SodaStream does not have the ability to maintain retailer inventory levels as our retailers select and manage their own inventory. We appreciate your letting us know about this incident and we will be sure to contact the store on your behalf to assist with ordering more inventory if possible. Please provide us with the address details of the store to follow up with them directly and ensure they have orders on the way.
  
  Also be sure to check out the Where to Buy section of our website to identify additional participating retail locations in your area! SodaStream encourages our customers to contact authorized retailers in advance to ensure desired product availability.
  http://www.sodastream.com/pages/store-locator
  
  In the meantime, we will be happy to assist with your exchange needs. 
  You can order directly from us on our website to get back to bubbling!
  
  Thank you!

  Customer response

  01/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:target has told me several times they do not control the inventory of their soda stream refills. This is all done through a soda stream automated system. I need more information about how this is going to be fixed.

   

  
  
  
  Regards,
  
  *****************************

  Business response

  01/28/2022

  Hello, 

   

  Thank you for your response. I closed out the email ticket you have with the **************** team since we are handling it through this portal. 

  I reached out to the retail team and provided them with the store location, along with your complaint. 

  They are going to be reaching out to that store directly because that store is always set up with auto-replenishment, and seems like their store is off with their inventory numbers. They will be working on that and said it can take up to another week or so before they can get more, if they are truly out. 

  Again, we apologize for any misinformation but we are here if you need us in the future. 

  Customer response

  01/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:I need more information about why the auto replenishment is not working for this store. Hopefully the sales rep can reach out to me after they fix the problem with the store to explain what the resolution is. 
  
  
  
  Regards,
  
  *****************************

  Business response

  02/02/2022

  Hello again, 

   

  Our retail team has already contacted the store regarding your complaint.

  Target controls all the inventory once we ship it to them.  Everything is automated based off a pre-determined level in targets system that will retrigger (auto-replenish)when that item gets to a certain level.  If a store is managing ringing procedures correctly there should not be any discrepancies in the numbers that are physically on hand vs what is in the system.  Once the system sees inventory dips to a certain level that will trigger another case(s) to be sent.  Target has many area that are managing inventory and the predetermined levels.  Should a store not have inventory, they should be verifying their physical on hands vs what is shows in the system.  If there is a discrepancy they should be making a system adjustment.  Stores can also email their my support desk and request more inventory if warranted and report issues with getting supply. 
  
  SodaStream, retail team and their sales analyst, monitor top line levels of inventory on what is being shipped and then we can see is on hand in targets system.  We will deep dive into store level inventory should we get a red flag; consumer issues coming in, or weekly sales dipping.
  
  In the recent weeks, we have seen an influx in consumer calls regarding the lack of blue cylinders being available in store.  I am working with Target cross functional teams to correct and update the pre-determined inventory levels.  This will help resolve store on hands and the flow of replenishment. 

  Customer response

  02/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:thanks for the response please let me know what the resolution you and Targets cross functional team comes up with to ensure they always have inventory on hand. 
  
  
  
  Regards,
  
  *****************************

  Business response

  02/03/2022

  Hello, 

  I have already provided you the details we received. The Target that you inquired about should have the stock available now to purchase depending on the sales that they get within their own store. The manager was notified and ensured she will keep an eye on inventory levels to make sure the system doesn't trigger inventory when a replenishment is needed. 

  As we offered previously via email, if you would like to set up the exchange with us, we will be happy to waive any shipping fees as a one time courtesy. 

  There is no further action to take at this time. 

*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. ↩