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:04/23/2025

  Type:Product 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 air fryer in November of 2024. Last week it stopped working after barely any usage. I reached out to Gourmia by phone and was contacted the next day by email with troubleshooting steps that did not work. I advised the *** he told me to cut the cord and ship it back to them to be ***laced. This entire process has been very inconvenient and underwhelming. I do not feel like I should have to ship the item back or pay to have it shipped or wait any longer for a machine I barely used and went out in less than 12 months. I would like to have a ***lacement shipped to me as soon as possible. The cord is already cut. Send me a new machine and a return label for this defective one. This customer experience has been horrible for me!Model Number: GAF **** The date code is ********

  Business Response

  Date: 04/24/2025

  Good Morning

  Customer contacted us after hours on April 10th at 9:26pm.

  At 12:39pm April 11, customer provided the information we requested.

  We responded to customer on April 13th and went back and forth a few times that day

  At 2:58pm April 13th, we sent ****** instructions on how to receive a replacement unit.

  She contacted us back at 4:45pm saying she didn't want to cut the cord fo her unit for the replacement.

  At 6:14pm we sent the following information to her

                           Apr 13 6:14 pm
                          Hello ******
   
                          To receive a replacement, you need to do one of two things
   
                            1. cut the cord and send the picture of the unit with the cord cut
                            2. ship the unit to us and once we receive the unit, we will ship the replacement. 
  

                             How would you like to proceed?

  You responded yesterday at 4:24pm with the picture of your unit with the cord cut

  At 4:48pm we requested the address you wanted to ship the unit to

  At 5:01pm we received your address and sent it to the warehouse to ship

  At 2:20am we sent you tracking for the new unit.

                          Here is the tracking number VIA ***   ******************
                          Tracking should be live within 1-2 business days excluding weekends.

  As tracking was provided, I see this matter as closed

   

   

   

   

   

• Initial Complaint

  Date:02/27/2025

  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 a Gourmia French door over from a merchant and have used it for several months. The other day, the top heating element exploded and almost caught the oven on fire. Reached out to the company and they won't help with a replacement

  Business Response

  Date: 02/27/2025

  Good Afternoon

  **** contacted us at 9:55pm  Last evening.   He was  responded to by me at 12:55am looking for more information.  He was not denied a replacement. We simply requested more information.  

  He should check his email and provide the information requested of him.

   

   

• Initial Complaint

  Date:02/13/2025

  Type:Sales and Advertising 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 recently purchased a new air fryer model GTF1130. over the weekend I decided to warm up my tortilla chips from ********. I had the crumb tray in the bottom - which seems to fit best under the heating element. There are no actual pictures of this in the user manual. And the manual clearly states "always ensure the crumb tray is in the bottom of the oven during cooking." I only had them in there for a couple minutes when the heating element caught fire, then the tortilla chips caught fire - they were in the air fryer basket. So I had a big fire in my air fryer and will be throwing it away. I bought a new one from another brand where the heating element is not on the bottom under the food and the controls seem much more simple than this model. I thought you should know I think this is a horrible design and very unsafe. I chose the air fryer basket because I thought tortilla chips from ******** were less greasy than the fries or snacks or the egg roll you have a picture of in the user manual. I believe it was following instructions. I think if people follow the instructions their air fryer shouldn't catch fire. By the way, I had just washed the crumb tray and air fryer basket and wiped off the heating element. I don't have my receipt but would be willing to accept whatever the current average price is at this time.

  Business Response

  Date: 02/13/2025

  Hello  ***

  You contacted us directly and have already been refunded $44.99 for what you paid.  The refund was in the form of an Amazon eGift card

  
  Yesterday 4:54 pm
  Dear ***
   
  The Amazon eGift Card is coming direct from Amazon
   
  Within 5 min
  Estimated delivery
  Occasionally, delivery may be delayed.
   
  Sending Amazon gift card to ***************************
   
   

   

  Customer Answer

  Date: 02/14/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  *** *********
  
  
  
   
  
  

• Initial Complaint

  Date:11/12/2024

  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.

  The appliance shows error code E001. We unplug it and plug it back in It used to fix error.This use to occur about 2-3 time a week. But recently since last 1 month frequency of the problem increased a lot(about 1-2 time daily). We even have to try unplug and plug back in 2-3 times sometime to make it work.I bought it last Christmas. Manufacturer denied warranty due to lost receipt even though I provided date code and model number.

  Business Response

  Date: 11/12/2024

  Hello

  On Page 19 of the User Manual, is the warranty which clearly states proof of purchase is required. (link to warranty ********************************************************************************)

  While yes, ******** did provide the date code, the date is what put him out of warranty without proof of purchase.  The date code was from early 2022.

  If customer had registered the product when it was received, we could have relied on that as a one time courtesy, if it showed within 1 year.  

  Unfortunately with none of these things, the customer is considered out of warranty and is required to send it in for repair and pay a repair fee

   

   

   

   

• Initial Complaint

  Date:05/10/2024

  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 a Gourmia Air Fryer from Kohls on August 27, 2023 and on April 28, 2024 it stopped working and you could smell wire's burning. This is only 8 months old.I called ****** and their return policy is 6 months for returns and told to contact Gourmia.I called **************** ************ (this phone number is on the Original Air Fryer Gourmia box) and ******** Services ************ When I called both numbers I have provided they wanted my name, address and email address.I was okay with that. Then both calls went to them saying very fast info about being charged $2.99 a month and can call at any time to cancel. Cancel "What". Then both calls were asking me to provide a Credit Card or Debit Card number. I refused. Then they said they needed that to start a claim.I have the receipt for what I paid for the Gourmia Air Fryer of a cost $139.99

  Business Response

  Date: 05/11/2024

  Hello *****

  I have reviewed your information and sent you information on obtaining a replacement unit.  

  In regards to your complaint,  **************** ************- (This is our customer service phone number, but we have no record of any communication from you)

  ******** Services ************  Don't know where you got this number from but it has nothing to do with Gourmia.  

  Please check your email so we can further assist you

   

  Customer Answer

  Date: 05/13/2024

  ******** has contacted me via email requesting a photo of the cord cut on the Air Fryer.

  I have provided them all the information they requested and waiting for a tracking number and the product to arrive before I will close this case as resolved.
  

  This is Gourmia request:

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

  Business Response

  Date: 05/16/2024

  I am not sure what the issue is here.  We responded on 5/11/2024

  We contacted *****.  A replacement was shipped on Monday. (see Below)  In regards to being charged when she called, she misdialed the phone number

  ************** ****
  Assign
  
  
  
  Monday 5:24 pm
  
   
  Dear *****,
   
  I wanted to let you know that a brand new unit has been shipped out.
   
  Here is the tracking number VIA UPS   ******************
   
  Tracking should be live within 1-2 business days.
   
  I hope you will love & enjoy the unit once again! 
  Feel free to email me anytime if you have any additional questions/concerns.
   
  Happy Cooking :)
   
  -*****
  Parts & Repair / ************* @********************
  "Where Delicious Gets Done"

   

  Customer Answer

  Date: 05/21/2024

  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 and the matter has been resolved.

  I did receive the new replacement Air Fryer via *** last night.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/03/2024

  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.

  Saying they won't replace the product even though it's under warranty saying they'll only refund through Amazon which don't help being that I bought it at ************** no longer being carried

  Business Response

  Date: 04/03/2024

  Hello

  There is no record of communication in our system with this customer.  I would be happy to assist but I need more information

   

  please provide the following:
  
  Model Number
  
  Date Code (from label on the bottom or back of the unit itself. it is a 4 -6 digit code)
  
  Copy of the order/store receipt to verify your eligibility of your one year limited warranty
  
  A clear explanation of the issue
  
  
  I await your response,
  
  -*****
  Customer Care @ ********************
  "Where Delicious Gets Done"

  Customer Answer

  Date: 04/03/2024

  It's under my wife's name ***************************** date code **** y'all said y'all wouldn't replace but gift card Amazon which don't help us being that we bought it at ******* *********** 

  Business Response

  Date: 04/06/2024

  Hello

  Unfortunately I do not have units available in *********** to replace your unit.  We offered the Amazon eGift Card refund as the fastest way to return your money to you.

  If you would prefer a check refund, that can be arranged. Processing time is 2-3 weeks and in addition to the picture requested in the email to your wife for the egift card we will need your full legal name and address

  How would you like to proceed?

   

   

• Initial Complaint

  Date:12/26/2023

  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.

  I purchased a Gourmia GAF652 air fryer on Nov 8, 2022. It works well but the non stick coating on the basket started to peel off just before the one year warranty expired. I called Gourmia and was put on hold forever and never received a call back from them until after the warranty expired. I sent them pictures of the basket with receipts of purchase. I had to contact them again to get an answer which was to purchase a new basket at almost the same price as I originally paid for the entire unit. This is unreasonable and the non stick coating should not be peeling of after less than a year. I have old frying pans that have scratches on them and the coating is still intact.

  Business Response

  Date: 12/26/2023

  Hello

  This unit was purchased on Nov 8, 2022.  The warrant which can be found in the user manual is 1 year from date of purchase.

  (warranty book page 19  *********************************************************************)   It clearly states ************* Warranty is for one full year from the date of
  purchase and requires proof of purchase from an authorized seller. It is applicable to the original purchaser only and is not transferable to a third party user. Repair or replacement
  of defective parts is solely at Gourmias discretion"

  ************************ first contacted us Dec 1. (see attachment AG-1) We requested more information from him on that day and did not receive a response.

  ************************ contacted us again on Dec 8.  We once again requested more information. (AG2)

  He provided it to us on friday dec 8 (AG3)

  and we got back to him on Dec. 10 (AG4)

  On Dec 18, ************************ contacted us again saying he never had been contacted.  and we sent him Dec. 10 communication again. (AG5)
  
  When he first contacted us he was already out of warranty and if he wants a replacement basket it is $35.

   

  Customer Answer

  Date: 12/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   IO did try to  contact them prior to 12/01/23. I did this by phone and was put on hold forever and then never received  a call back.  After finally being able to communicate with them and they asked for documentation, OI relied immediately and they did not respond again until I reached out to them. It is ridiculous for non stick coating to peel off in a year. And then it is also ridiculous for them to want almost the same price for a replacement part as the whole fryer cost to begin with.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/07/2024

   

  THIS EMAIL WAS SENT TO YOU ON TUESDAY 1/2/24.  7 MINUTES AFTER YOUR EMAIL. WE ARE WATING ON YOU TO PROVIDE THE INFORMATION TO US

   

  ***********************************
  
  Tuesday 09:22 am
  To:
  Gourmia
  Show more
  How do I go about getting the basket for $20?
  

  -----------------------------------------------------------------------------------------------------------------
  ************** (L2)
  Assign
  
  Tuesday 09:29 am
  Hello *******
   
   
  If you are interested, Please provide your full shipping address and contact phone number and our sales **** will reach out to you to place the order.
   
   
  I await your response,
   
  Happy Cooking :)
   
  -*****
  Customer Care Manager@ ********************
  "Where Delicious Gets Done"
   
  Incident #******
  
  

  
  

  Customer Answer

  Date: 01/09/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/12/2023

  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.

  My husband purchased me this air fryer twice and the first time it went out within 60 days. I was able to get a replacement from the retailer because it was within the return frame. The second time I contacted company but apparently they do not honor their commitment. I read most of the complaints and I am here with the same complain. I did not register for warranty because the company website clearly say it is not necessarily and they honor any problem within a year of purchase. I contacted the company more than 3 times, I first received a email back requesting receipt and model number. I sent it the same day, however I never heard back. I called, emailed a few more times but no response. I will be going to small claims courts for compensation.

  Business Response

  Date: 12/12/2023

  Hello 

  The following response was sent to you on Dec 5th.  We never received a response.  I just sent it again.  Please provide the requested information below to receive your warranty replacement.

   

  ****n

   Assign

  Dec 05 10:10 pm
  
  
   
  Saturday 10:53 am
  
  Assign
  Wednesday 10:22 pm
  Dear *******
   
  Thank you for contacting Gourmia and I am sorry to hear about your experience with your unit.
  I would love to assist you in rectifying this situation.
   
  Kindly Unplug the unit and cut the electrical cord and provide a photo of the unit with the cord cut in half. When the photo is received, I can then issue a replacement to you within the continental *************. If you are outside the contiguous ***, please contact us before cutting the cord.
  
   
   
   
   
   
  Please provide your complete shipping address where the replacement should be sent. 
   
   
   
  We are having you cut the cord instead of sending your unit in to:
  1. Speed up the replacement process
  2. Avoid the hassle of having to pack up your unit and return it.
  You will receive tracking in ***** hours after we receive all the information requested. 
   
  I await your response,
   
  Happy Cooking :)
   
  -*****
  Customer Care @ ********************
  "Where Delicious Gets Done"
   
  
  

• Initial Complaint

  Date:11/30/2023

  Type:Delivery 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.

  Air Fryer was received unopened and missing a part. The missing part is the tray for the basket. I have phoned and emailed the company and received replies that are just stalling. Asking me repeat questions, then telling me that there was supposed to be a tray. I know, just send me one so I can utilize my purchase.

  Business Response

  Date: 11/30/2023

  Hello ***
  
  We requested your address yesterday at 6:35pm so we could send you a crisper tray.  Simply provide your address and it will be sent out to you.
  
  
  
  *******************************
  Assign
  
  Yesterday 06:35 pm
  Shipping address for a crisper tray?
  Thank you for choosing Gourmia. :)
   
  -*******
  Customer Care @ ********************
  "Where Delicious Gets Done"
   
  Incident #******
   
  
  
  Thank you for choosing Gourmia. :)
  
  -*****
  Customer Care @ ********************
  "Where Delicious Gets Done"
  
  Incident #******

  Customer Answer

  Date: 12/06/2023

  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 and the matter has been resolved.  They have sent me the missing part.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/06/2023

  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.

  My gourmia 12qt. grind and brew programable coffee maker failed within the 2nd day of use.Attempts for a replacement were denied unless I paid ***** to have them look at it.

  Business Response

  Date: 10/06/2023

  Hello

  Customer provide no proof of purchase for said coffee maker.  Without proof of purchase, we can only go based on the unit itself.  This unit is from 2021.  based on that it would be out of warranty and is required to send the unit in and pay a repair fee.

  Customer did not register product when he received the unit.  

  Proof of purchase is required to validate the warranty.  This is standard practice.  Without it customer has to pay for repair.

   

   

  Customer Answer

  Date: 10/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [YI eour Answer Here] I explained to the business. that I received it as part of the ******************* Give away to their players, and since they bought at Least 100 and gave them out on Sept.29th 2023. Now, if they sold 2 year old units, they would still have to warrant from date of reciept.. They are playing games, as they know the units in Question.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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