ComplaintsforLEM Products

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had placed an order on 11/16/23 for high temp cheese, hot pepper seasoning, summer sausage kit, and a stuffing tube. Order number ******* Per my tracking number ********************** it was scheduled to be delivered yesterday, as with a confirmation from 11/20/23 USPS. It was not delivered, and the tracking is now saying it is on its way at a Kansas City distribution center. I contacted customer service and spoke with ********. I explained that I haven't received my order yet and she told me there wasn't anything she could do. I asked what they could do and she said nothing and got hateful. When I asked for the CEO's number she said she couldn't give it and that there were only 4 there to answer phones. She told me not to call back again and hung up on me. I tried calling 3 times, and she/they would not answer. When I used my wife's phone she answered. She would not give me a number of a manager or supervisor.

  Business response

  11/22/2023

  Dear Mr. ***********
  

  Thank you for your order.  We received your order on 11/16 and shipped your order on 11/17.  As stated on our website, standard delivery is within 5 – 10 business days.  We are still within this timeframe. 
  

  Please see the attached tracking information from USPS.  As you stated, USPS delivery network sent your package to its Kansas City Network Distribution Center and is processing the package. Your final destination is Summerville MO so it seems reasonable that USPS used this distribution center.  Your package is showing movement within USPS. 
  

  It is typical of all shipping companies to ship packages to a distribution center in order to sort packages based on destination and then transfer the packages to the next location closest to final destination.  An expected delivery date is supplied by USPS based on its supply chain knowledge.  These processes are not controlled by LEM.
  

  Since the packaging is showing movement within USPS and we are still within the delivery timeframe, then the call center representative that you spoke to accurately stated that there is nothing we can do because there is not a delivery issue at this time.
  

  Thank you

  Customer response

  11/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** **********
  

• Initial Complaint

  04/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought a food sealer from this company at Christmas time. It had a broken part I filed a claim in January. Since then I have been given the run around by this company. I am just try to getting the new part as promised. I was just informed via an email that they are unwilling to give me a time period to rectify this issue. All I want is to be able to use the product that I bought. They gave me this order number Order ID* ******* for the replacement part in January. I contacted the company the other day on the 4th I was told I would get it around April 14th via an email. Now I am being told there is not eta on my part. I believe this is false advertising. I feel like I have been lied to. I would appreciate a resolution to this issue. I guess I don't know what a reasonable time frame should be. I spent a lot of money on this vacuum sealer. I would like other customers to be aware of the shady business practices LEM Products supports. Please if you can help me I would greatly appreciate it thank you ***** ******

  Business response

  04/25/2023

  Thank you for your inquiry regarding the warranty replacement order for Mr. ***** ******.  We are sorry for the delay in sending the replacement part as expected, from time-to-time merchandise and/or parts can be delayed past the expected delivery dates.  We have great news to share, Mr. ****** warranty replacement part has shipped from our facility and will arrive to him in 3 to 5 business days via UPS ground shipping.  Should Mr. ****** have any questions or concerns please have him reach back to us at ************ Monday – Friday from 8 AM to 6 PM EST.  Our Customer Service team members will be happy to assist him.  Thank you for your time in this matter.  

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Placed order #******. Received unit and worked well first couple of times. Have only used the unit a handful of times since buying. About a week ago went to use unit and it would not work. Unit will not run or stay latched tight enough to complete a cycle and seal. You now have to push down on both sides of the machine and have someone else push the auto seal button and you can not stop pressing down otherwise the machine stops. Not very happy, as I bought from lem after talking to one of your employees who said your products are built to last and are far better build quality then other's on the market. Not what I have discovered. This unit is absolute garbage if it stops functioning properly after barely 10 uses. I would like a refund of my money paid and I will gladly send the product back to LEM once they provide a postage paid return label.

  Business response

  06/08/2022

  This customer purchased this vacuum sealer on 8/27/2021.  Our return policy for a full refund is 30 days from purchase.

  He purchased a sealer that carries a 1-year warranty, which we stand behind and honor.  We sent several emails to the customer trying to help diagnose and resolve the issue, however, the customer has no interest in troubleshooting the issue.  

  Customer service team plans to reach out tomorrow to let him know that if he wants to return the unit, then we will extend our return policy to provide a full refund.  

  Customer response

  06/09/2022

  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, reasons for rejection are included below.
  
  The companies statements that I am unwilling to troubleshoot are incorrect, I did what they suggested and the foam seal is not the issue. They refuse to provide any other options and will not admit that the unit is faulty and does not work as promised.
  
  I will happily accept their offer to return the unit for a full refund, however I have yet to hear from them. Communication with them was a challenge with multiple emails sent over two weeks to multiple email addresses as well as calling and leaving several voicemails, and waiting on hold for over 45 minutes on 3 occasions.
  
  I will gladly accept a resolution of a full refund and ship the unit back to them once I receive a pre paid postage from them.
  
  Regards,
  
  
  **** *******
  
  

  Business response

  06/17/2022

  It is my understanding that you have shipped back the sealer and sent a tracking number to the Service department.  Upon receipt of the sealer, we will refund you for the unit.

   

  
  

  Customer response

  06/20/2022

  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, reasons for rejection are included below.
  
  Regards,
  
  
  **** *******
  
  
  In your response you acknowledge I have shipped back the unit at a cost to me. I am not only requiring refund of unit but now my shipping cost of $21.00 which I incurred as a failure of you to provide a return shipping label for the defective unit.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For two years I have been trying to get LEM to honor their warranty on a big bite 8 meat grinder I bought directly from them. They first denied that I had a warranty even though I had filed it through their web page, then had to admit I did have a warranty. After that they keep telling me that I’m doing things wrong with my grinder and keep refusing to honor the warranty. They send me videos for home fixes instead. My grinder is completely defective and immediately heats up so much it cooks the meat to the inside of the grinder. I sent them one last message a week ago saying I want my warranty honored and they will not contact me back. I’m stuck with a defective product through no fault of my own and a company that will not honor their warranty.

  Business response

  11/19/2021

  To ******* *****:

  We apologize for your experience with our equipment.  When you initially reached out in late November of 2020 about your equipment heating up and burning meat at the base of the auger, we suggested a few things that commonly solve this issue and stated that we would send a replacement bushing as this typically solves the problem.  This advice was met with resistance.  Consequently, we told you the other option is to follow our Warranty Policy (warranty is attached): 
  

  
  Return the product prepaid.  We would inspect the unit and make any necessary repairs or replace it if we cannot repair the unit.  
  
  You chose not to return the unit for inspection.
  
  The next communication was in January of 2021.  The same issue was reported, and we supplied a bushing and video with instructions to remove the bushing, lubricate and re-install.  The video was sent to the phone number supplied in mid-January and we did not hear of any other issues until November of 2021. 
  
  The option to return the unit for inspection is still available to you.  We also have technical support staff who are happy to help troubleshoot over the phone. 

  Customer response

  11/23/2021

  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.  The part that they left out is that they have been ignoring my requests for help for the past two months.  It is shameful that I had to reach out to BBB to even get a reply.  If they do send me a shipping label and fix my grinder I will consider the affair over.
  
  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. ↩