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:03/31/2025

  Type:Customer Service 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 am writing to express my concern regarding a 1.5-gallon Vitamix container I purchased. Unfortunately, the container has developed cracks, and now small particles are getting inside the smoothies and blends. This issue is particularly troubling since I have five smaller Vitamix containers that are still in excellent condition and have not cracked, despite being washed by hand in the same manner. Given that I rely on this equipment for my small business, I was expecting a higher level of durability from this larger container. I work alone and take good care of all my Vitamix products, so I was disappointed to experience this problem. I would appreciate it if you could assist me with either a replacement or a resolution to this issue, as I depend on these containers to maintain the quality and safety of my products. I purchased 3 of these. 1 XL container is 326.95

  

  Business Response

  Date: 04/01/2025

  Hello *** *********,

  We appreciate you reaching out and providing us with the details about your container. After carefully reviewing your inquiries (online and via phone), we've determined that the container falls outside of its warranty period. Additionally, we've noted that the recommended cleaning and care guidelines, as outlined in the XL owner's manual, may not have been consistently followed. As mentioned by our Customer Care team, the guidelines are essential for maintaining the product's longevity.

  Although we cannot provide a warranty resolution for this particular container, we are always here to assist with any questions you may have regarding future purchases or product care. 

  Thank you.

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *********  
  
  
  
   

• Initial Complaint

  Date:03/14/2025

  Type:Customer Service 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 am writing to express my concern regarding a 1.5-gallon Vitamix container I purchased. Unfortunately, the container has developed cracks, and now small particles are getting inside the smoothies and blends. This issue is particularly troubling since I have five smaller Vitamix containers that are still in excellent condition and have not cracked, despite being washed by hand in the same manner. Given that I rely on this equipment for my small business, I was expecting a higher level of durability from this larger container. I work alone and take good care of all my Vitamix products, so I was disappointed to experience this problem. I would appreciate it if you could assist me with either a replacement or a resolution to this issue, as I depend on these containers to maintain the quality and safety of my products.

  

  Business Response

  Date: 03/26/2025

  Hello *** *********,

  We appreciate you reaching out and providing us with the details about your container. After carefully reviewing your inquiries (online and via phone), we've determined that the container falls outside its warranty period. Additionally, we've noted that the recommended cleaning and care guidelines, as outlined in the XL owner's manual, may not have been consistently followed. As our Customer Care team mentioned, the guidelines are essential for maintaining the product's longevity.

  Although we cannot provide a warranty resolution for this particular container, we are always here to assist with any questions you may have regarding future purchases or product care. 

  Thank you.

• Initial Complaint

  Date:03/08/2025

  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 have a personal cup adapter that no longer works with my vitamix because they wouldn’t honor their warranty. I have given up on the blender but now I want them to at least compensate for the adapter since it is their fault. I was called many things when trying to fix this issue.

  

  Business Response

  Date: 03/20/2025

  Thank you for bringing your concerns to our attention. We understand your frustration regarding the warranty and service of your Vitamix products.

  We understand your request to exchange the PCA accessory for an Immersion Blender due to the malfunction, yet as our Customer Service Champion explained by phone, our accessory warranty does not cover exchanges for different product types.

  Additionally, thank you for the documentation for the PCA purchase. This has been added as reference on the account. Please note, Vitamix accessories do have a three-year warranty, so this will be under warranty until April 17, 2027.

  We value your business and are here to assist you with any warranty-related issues you have at 1-800-848-2649. Thank you.

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I would like a one time exchange I will even send it back. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ****
  
  
  
  
   

• Initial Complaint

  Date:02/13/2025

  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 made a return of my blender from Vitamix back in January, they keep giving me the circle on this and not assisting me with a refund for the return of my item. Where clearly they gave me the return label, I returned using it and it was returned successfully yet however, no refund was provided to me for weeks now this is ridiculous and needs to be fixed ASAP, terrible customer service to keep telling me it will be resolved and refunded but however, it never was for weeks now. My Order Number: ************ Sales Order: ******** Return Tracking: ******************  I have attached the return receipt too, I truly hope this gets resolved once and for all.

  

  Business Response

  Date: 02/21/2025

  Thank you for contacting us about your Vitamix order. We appreciate your patience as we worked to resolve this concern.

  As discussed by our Customer Care Champions, we've determined that the best course of action is for you to file a chargeback with your credit card company for the merchandise not received. This is a standard when a delivery is missing or stolen at any point in the transit process. Your credit card company will guide you through their chargeback process.

  If they require any documentation from us, please don't hesitate to reach out, and we'll be happy to assist at ***************

  The Vitamix Team

• Initial Complaint

  Date:01/16/2025

  Type:Billing 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 am deeply dissatisfied with Vitamix's handling of my ********* ***** blender, purchased on 11/26/2020 for its 20oz cup used for daily smoothies. The blender has worked well, but the cup has developed rust where it screws onto the blade, presenting a safety issue that forced me to stop using it. Upon contacting customer service, I was informed that this cup is part of a recall, yet Vitamix has discontinued its production, leaving me without a replacement under the still-active five-year warranty. Instead, I was advised to buy an E310 model for $499.95, which is not a solution but an additional expense that should not be necessary under warranty. The expectation from a warranty is clear support during its validity, especially when safety is compromised due to product defects. Offering no alternative for a recalled item still under warranty is not only disappointing but also misleading to consumers who trust in the warranty's promise. This experience has significantly impacted my trust in Vitamix. I am no longer inclined to purchase or recommend their products due to this warranty breach. I hope this complaint will lead to better consumer support from Vitamix or action from the BBB to ensure companies fulfill warranty obligations. I look forward to a resolution that addresses this significant lapse in service and product support.

  

  Business Response

  Date: 02/10/2025

  Hello,
  We were pleased to learn that our Customer Care team resolved your issues last month. We understand that recalls can be frustrating, and we appreciate your patience and understanding throughout this process. If you have any further questions or haven't yet received your refund confirmation, please don't hesitate to contact us at 1-800-848-2649 so we can assist you personally. Thank you.
  

• Initial Complaint

  Date:01/06/2025

  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 ordered a Vitamix blender directly from on 12/28/24. Co incidenally I found the same blender on *** 20 minutes later at a much lower price so I sent an email to Vitamix cancelling my order and requesting them not to ship. I sent the same email trying to cancel this order before shipment to Vitamix a day later. I then called Vitamix prior to their shipping this order, held for a half hour to try and have them cancel before the unit shipped, and hung up. I have now been on hold for the past 45 minutes in order to get a label to return the blender that should have been cancelled. It is arriving tomorrow by UPS. Vitamix has not responded to either email and does not answer calls. I sent a message while waiting on hold via their facebook site and just got a response a few minutes later that I'd get at returne label shortly. I want to return the blender that is needlessly on it's way to me and get an immediate refund.

  

  Business Response

  Date: 01/21/2025

  Thank you, *** *********
  
  We were advised that your refund was processed as of 1/10/2025. If you haven’t received your refund, we advise you to check with the card servicer.
  
  At the time of your initial request and email on 12/28/2024, we were closed. We also observed holiday hours the following week on 12/31/2024 and 1/1/2025, which delayed our response due to an influx of emails and calls. We apologize for our higher-than-normal call volume during this time of year and appreciate your patience. Should you have any additional questions, please feel free to contact Customer Service.
  
  Thank you.

  Customer Answer

  Date: 01/21/2025

  [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. 

  Thank you BBB for your assistance!  

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

  
  

• Initial Complaint

  Date:12/19/2024

  Type:Billing 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.

  Product is unable to be delivered by courier as it was sent ground shipping and is stuck in a trailer for an undetermined period while courier processes express packages only. Vendor was aware of Canadian postal strike when order was placed. Estimated delivery is now end of January, according to courier.

  

  Business Response

  Date: 01/03/2025

  Dear *** *********
  Thank you for contacting us regarding your recent orders. We understand that you experienced some challenges with your deliveries, and we sincerely apologize for any inconvenience this may have caused.

  Regarding your first order, which was delivered on December 23, 2024:
  We acknowledge that you may have experienced delays due to several factors beyond our control. These included the Canada Post strike, increased shipping volume during the holiday season, and severe weather conditions in many parts of Canada. We understand that these delays were frustrating, and we appreciate your patience.

  Regarding your second order:
  We understand that you attempted to cancel this order; however, the shipping process was already too far along to stop. We appreciate that you proactively contacted Purolator to have the item returned to the sender. We have now processed your refund for this order. Depending on your bank's processing time, you should see the credit reflected in your account within 3-5 business days.

  We value your business and hope that this resolution addresses your concerns. Please do not hesitate to contact us if you have any further questions or require additional assistance.

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There are three orders in total, with two refunds to be processed. Only one refund was indicated to be processed. There is another package which was sent out by the company and could not be delivered as it was incorrectly addressed.  

  ************ - the one I now have, which arrived too late to be given as a gift to the intended recipient.

  ************ - returned to sender

  ************ - returned to sender

  This business knew of the ****** **** strike in advance, yet chose to ship with ********* knowing that there would be delays because of the service standards for ground shipment option chosen (vs Express). I was not offered any options for shipping choice at checkout.

  Please have a manager at the business contact me by phone at *************

  Regards,
  ***** ********
   

  

  Business Response

  Date: 01/07/2025

  Hello *** *********
  
  Our customer service ******** informed us that you spoke to them directly regarding your concerns. Though your experience was in no way a result of any wrongdoing by Vitamix, and any delays were a result of circumstances beyond our control, we have ensured all refunds have been processed and have also, as a gesture of good faith, refunded the order that was successfully delivered to hopefully resolve any frustrations you encountered due to these delays. 
  
  Thank you for your patronage. 
  

• Initial Complaint

  Date:11/27/2024

  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.

  I purchased a Vitamix A2500 Ascent Blender from ***** and ****** on 9/26/2019. The blender has a 10 year warranty and I have registered it with the company. Serial #******************. Since I purchased it, I have had problems with it and have contacted Vitamix customer service several times. This very expensive blender is not able to blend frozen bananas, even if I cut them into very small pieces. It starts blending and then sounds like it is overheating. Customer service claims it is air pockets. They have tried to offer tips over the phone, which I have tried and none of them have solved the issue. In November 2023 I shipped it back to them and they claimed they fixed the issue. Still not fixed. Cue more frustrating phone calls. In August 2024 I sent them videos of the issue. They still were not helpful at all and refused to replace the blender, even though it is still under warranty. Today I even microwaved the bananas and it still made a whirring sound, stopped working, and could not make a smoothie. This is completely unacceptable given the cost of the blender. I can make better smoothies with lower quality blenders. I have requested a replacement but they refuse. I expect better from customer service of a theoretically reputable company. I have a video I can share (the one I shared with Vitamix) but it is not an accepted format to upload.

  

  Business Response

  Date: 12/17/2024

  Thank you, *******, for reaching out.

  Our records indicate your machine has been serviced once. A second service appointment was scheduled at your request, but the machine still needs to be sent in. During the initial service, despite the machine testing as functional, we replaced all internal components based on your report of ongoing problems. However, you contacted us again the following month with issues suggesting possible user error. We have been waiting to hear from you since you sent the video in August. We want to help you resolve this, so we recommend reviewing the user manual for proper operation. If you continue to experience issues after following the recommended usage, please contact us so we can provide further assistance.

  Thank you.

• Initial Complaint

  Date:11/24/2024

  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.

  I purchased a pro 750 Vitamix in 2020 and have used it daily without any issues. It recently broke in June of 2024 and it was shipped to Vitamix where it was inspected and the broken part replaced as well as the blades on the container. This morning the blender failed to work again and the same part that was replaced in June of 2024 has broken for a 2nd time. I have emailed the CEO for a full replacement of my machine due to faulty part and needed repairs. I am hopeful a resolution can be reached as I use and need the blender for daily use due to food allergies. I also purchased it as Vitamix is known for its durability and its way more expensive than other brands I could have purchased. I wanted to reach out here as I am unsure of a resolution and BBB has always been helpful in the past in reaching companies. I have uploaded the part that is broken which is the same part that broke in June of 2024 so I did not even get a full 6 months to a year this time or even 3.5 years as when it was purhcased so I am highly disappointed for the expense of these machines.

  

  Business Response

  Date: 12/12/2024

  Thank you for contacting us, *** ********.

  We're glad to hear that our Customer Service Representatives were able to assist you by offering a replacement machine under the original warranty. We hope they also provided helpful tips on optimal blending practices.

  Please let us know if you have any further questions or concerns. Our Customer Service team is always here to help.

  
  

• Initial Complaint

  Date:10/07/2024

  Type:Delivery 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 have emailed Vitamix 3x and have called twice, each time waiting to be connected from 35-60 minutes. Vitamix never shipped my spatula or free tumbler. I request the items plus $100 for the time and energy spent trying to get what I paid for.

  

  Business Response

  Date: 10/29/2024

  Thank you for reaching out and sharing your concerns. We want to sincerely apologize for the long wait times you experienced when trying to contact us.

  Though we are currently experiencing a higher volume of calls than usual, which has impacted our ability to respond as quickly as we would like, please know that your patronage is important.

  Our customer care team confirmed that you should have received your spatula and gratis tumbler within our stated shipping time frame. Hopefully, you have enjoyed them.

  Although we won't be able to fulfill your request for $100, your feedback is invaluable, and we're committed to making necessary improvements.

  Thank you for your understanding and support.