ComplaintsforRatio, LLC
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Complaint Details
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Initial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased Ratio 8 on 7/14/2022 for $565. It has a 5 year warranty and recently stopped working. We have reached out to Ratio through email (multiple), voicemail (since they don't answer their phone) and chat (no one ever responded through chat, either). We need it repaired, replaced or refunded since we are well under the 5-year **** for the warranty coverage.Business response
02/01/2024
Hi team,
Thank you for your message! It looks like our Customer Experience team responded to our customers request for warranty on 1/24/24 providing instructions and next steps. It seems like our emails may be going to a spam or promotions folder. We are absolutely willing and able to take care of this warranty request!
Please let us know how we can help.
Best,
*****
Initial Complaint
01/16/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a Ratio 8 refurbished model that has a full warrantee as a gift to my son. They did not have the color he wanted in new. The carafe arrived with a crack that grew much larger and made the device unusable. I was told during the first week of January that I would have a new carafe mailed to me. Its been well over a week of being ignored and no replacement has been sent. $500 to be ignored and to have given a product as a gift that they cannot use. I wanted to support this local company but this is extremely disappointing and UNACCEPTABLE customer service. I want the replacement carafe overnighted or dropped off at my house.Business response
01/27/2023
Hi ******,
We are so sorry for the delay you experienced. Our customer experience team wasn't available during the weekend but has since sent out the replacement glass carafe.
Please let us know if there is anything else we can help with!
Best,
Initial Complaint
08/18/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Yesterday I emailed Ratio about purchasing a coffee maker from them. While their website indicates shipping is via fed ex or **** and is free (no geographic limit), my pending order showed a shipping fee via **** to HI of over $200. I spoke with a rep and he explained that ****** wasnt covered and the website was inaccurate. we explored **** which was closer to $120. I asked if I could have a credit for the shipping they would have paid if it was in their zone and was told they could not further discount their shipping. Seems my sale would have no shipping costs to them and as such they would reap the benefit of having a sale and incurring no shipping cost.Business response
09/09/2022
Hi ********,
We apologize for the miscommunication on the website about our shipping policy. We do pay for all orders that we ship regardless of their location. We typically ship our machines via ***** because their insurance is more reliable in case damage occurs in transit. Our Customer Experience representative, *****, gave you the discounted **** price to reduce your cost for the Ratio Eight. The amount was exactly the price we would pay to ship your unit and nothing more. We are sorry for your experience but would be happy to help you place your order.
Please reach out to our team and we'll help you place the order with courtesy rates to ******.Best,
Customer response
09/09/2022
Complaint: 17739797
I am rejecting this response because:The business website indicates free shipping on all orders. Why do I need a "courtesy" shipping rate to ******? Please clarify if the shipping will be no cost to me as you advertise on your website.
Sincerely,
*******************************Business response
09/23/2022
Hi ********,
Again we apologize for the incorrect information on the website regarding our shipping policy. Please reach out to our team and we'll help place the order with free shipping to ******.
Best,
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.