ComplaintsforTriStar Products

• Initial Complaint

  10/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My Emeril Power Airfryer 360XL is defective. It is less than a year old. The oven does not heat above 230 degrees. I've sent the company an e-mail weeks ago but have not received a response. I tried calling their listed phone number but no one answers the call.

  Business response

  11/04/2021

  Hi Marshal,

  I am very sorry to hear about your ************ AirFryer 360 XL.

  A corporate customer care agent will be contacting you via email shortly to assist you with the replacement of your unit.

  Thank you. 

  Customer response

  11/05/2021

  [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

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 5, 2018, I purchased the power air fryer xl oven. In August of 2021, the door started to not close and would come open and lost heating temperature. I wrote a letter to Tristar explaining the problem I explained how upset I was at this occurring because of the price of the fryer and that a product should have lasted longer. I received an email on September 1st saying that they had found my order I was told that the fryer I had was discontinued and I would receive a new model. I was told to return the air fryer postage paid and I would in turn received the new one. Due to Covid 19 I was just able to take it to the post office only to find out that I had to pay for the return because there was no preprinted label. Prior to going to the post office, I spoke to an agent to give me the *** number that was put on the box. I called back and was given to a supervisor who said my warranty was expired. I needed to pay to send it back.That was not what I was told.

  Business response

  10/20/2021

  Hi *******,

  I am very sorry to hear about your Power Air Fryer *********************************** will be contacting you via email to further assist you with the replacement of the unit.

  Thank you. 

  Customer response

  11/01/2021

  My complaint was answered.  They have sent the info I needed to return the product.  Sorry to just answering have been out of town for a family emergency.
  
  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

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I bought an Air Fryer XL less then a year ago and have been having issues with it. She spoke to **************** who said we must PAY for shipping to exchange the item after saying we must have been using it wrong. We should not need to pay for shipping as the item is in warranty, I want a pre-paid label to ship it back so I can have it exchanged for a new one.

  Business response

  10/20/2021

  Hi ******,

  I am very sorry to hear about your air fryer and the experience your wife had with customer service.

  A corporate customer care agent will be contacting your wife via email for further assistance with a replacement.

  Thank you!

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Air Fryer in September, when I opened the box I was missing the skewers and the basket. I called immediately and I keep getting the run around that these parts are bak ordered but they are sellingthese machines every day so where is the shortage. I am tired tothem and their excuses, I want something done about their dishonest practices. I did not know who else to turn to I hope you can get this problem settled.. Thank you for your help.

  Business response

  10/05/2021

  Hi ********,

  I am very sorry to hear that you were unhappy with your PowerXL purchase.

  The additional bonus skewer and mesh basket rotisserie accessories are not included with the purchase of the air fryer.

  The bonus accessories can be purchased with the following link: https://powerxlproredeem.com/

  Thank you. 

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a few products from power xl for my air fryer that I recently purchased the items were shipped and I didn't receive my items I contacted them on 10/04/21 and spoke to a supervisor and was told that if the package doesn't arrive that day to call them back the package never came I called back the next day and got lied to and the run around the package was supposedly shipped out on the 26th of September and was supposed to be delivered by ***** on 10/04/21 which never happened I did contact ***** and they were no help so I called power xl and ask for a refund and got transferred to one department to another and got nowhere I will never do business with this company again

  Business response

  10/05/2021

  Hi ******,

  I am very sorry to hear you are unhappy with your purchase.

  At this time, the ***** tracking information (********************) shows the package is currently in route to the address provided. 

  A refund cannot be processed until the package is received back to the fulfillment center.

  It would be recommended to reject the delivery and a refund will be requested once the package is received back to the fulfillment center. 

  Thank you. 

  Customer response

  10/06/2021

  
  Complaint: 15992060
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ************************* I don't have the Damm package to refuse anything you people charge people for something that should already included with your air fryer and then use ***** like your going to get it in a few days and use the cheapest rate they have and expect people to wait two weeks just to get it to have people buy something that should already be with your product is sad and I know you don't have to get it but if you want to get the most out of your product you get it I mean that's like getting a car and have to buy the fourth wheel or the seats extra just another way to get money people if I knew what kind of company this is I would have said the h*** with it all I know is get my damm package or my refund asap 

  Business response

  10/13/2021

  Hi ******,

  Our records show the package was delivered on October 6 at 11:25 AM.

  A pre-paid ***** label has been requested to the email address associated with the order.

  Once the package is received to the fulfillment center, a refund will be requested to the original form of payment.

  Thank you. 

  Customer response

  10/13/2021

  
  Complaint: 15992060
  
  I am rejecting this response because:
  The package was opened and used by a family member before I could put the package to the side 
  
  
  Regards,
  
  *************************

*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. ↩