ComplaintsforOXO

• Initial Complaint

  02/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 23, 2023 I placed an order with OXO in the amount of $180.19. The item was sent back (box was never opened by me). On January 6, 2023, I received an email from OXO confirming they received the merchandise and that I would be refunded within 7-10 days. It's been 12 days and I have not received a refund. I sent OXO an email asking them as to why I hadn't received my refund and I received a reply back from them saying it would take 4 more weeks for the refund. This is unacceptable to me. The order number is: **********

  Business response

  02/20/2023

  Good morning, ******. 

  Our records indicate that you filed a dispute with your credit card company regarding this purchase. Once you file a dispute, we are not able to refund you until the dispute is closed. 

  Please let me know if you plan on closing the dispute and if so, when we are clear to process your refund. 

  Thank you, 

  *************;

  Consumer Relations Manager

  Customer response

  02/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The fact that I filed a dispute with ******** should not be a factor in this complaint.  I filed a dispute with ******** because I have not been refunded the monies due to me.  I will not close my dispute until I am refunded the monies OXO owes me.  I feel this response from OXO regarding my BBB dispute is just another attempt to not pay the refund.

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

• Initial Complaint

  01/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased an OXO coffee grinder about 10 months ago. It suddenly stopped grinding well. It used to grind enough beans to make a pot in about 30 seconds. Suddenly it took about 5 minutes to grind the same amount. I emailed OXO, and they replied a little slow but not unreasonable. They asked me to cut the cord and send them a picture of the grinder with the cord cut and my mailing address. I presumed they were either going to send me new grinder or a refund. It I now going on two weeks and they stopped responding to me. 12/31/22, 1/5/23,1/6/23,1/10/23, and 1/14/23. I want them to send me a new grinder or refund my purchase now that they have had me vandalize it by cutting the cord.

  Business response

  01/26/2023

  Hi, ***************** 

  I am so sorry to hear the issues that you have experienced trying to replace your coffee grinder. I would be more than happy to get this resolved for you!

  We are currently out of stock on your grinder, but expect to have it back within the next 10-14 days. Due to the lack of response that you received, I would like to offer to replace it with our Conical Burr Coffee Grinder with Integrated Scale which retails for $299.99. I have this one at home and it is truly state of the art! Please respond as soon as possible if this will suffice. 

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

  I look forward to hearing back from you and again, apologize for the delay in our response. 

  Thank you, 

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

  Consumer Services Manager 

  Customer response

  01/27/2023

  [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

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I saw an advertisement for OXO Brew 8-Cup Coffee Maker on Forbes.com at the following link: ************************************************************************************************************************************************ The advertisement offers the product at 30%, with a call to action "Buy from OXO". Nowhere in the offer is there anything mentioned about a time limit, or temporary promotion (see images). When I click the link to buy the product, the discount is not offered. No code is available to apply. Discount is not applied in the cart. There is no way to redeem discount or purchase product for advertised price. I contacted OXO customer service to ask if they would honor the price. I tried by two emails first (no response). I finally called and spoke to a representative. They told me they won't honor the price, and that they don't control the price offered on the advertisement. They told me I would have to take it up with ******.com (although there is no recourse to pursue through ******.com). After asking for additional clarification, I was told that they had other calls to take, and they didn't have time to explain it to me again. I believe this advertisement is a valid offer. From my perspective as a consumer, there is nothing about the advertisement or the wording of it to suggest the offer was no longer valid, or that it had an expiration date, or that the offer wasn't from the manufacturer (OXO customer support told me that they did not make the offer, and they don't control the discount, although the ad brought me to their website).I believe OXO has an obligation to honor this price themselves, rather then send me to forbes.com to try and get them to honor the price, since ****** is not the vendor, nor are they a retailer or wholesaler.

  Business response

  01/25/2023

  Hello, ***************** 

  I apologize for the issues that you had with the sale listed in the Forbes article that you referenced. That was a promotion that was offered through ****** back in June. We do not have deep discounts like that on our kitchen electric products. 

  We appreciate your interest in our products. I can offer you this one time use code for oxo.com and you will be able to purchase the 8 or 9 cup at 25% off. I hope this is satisfactory and again, I am sorry for the confusion. 

  Coupon Code: ************

  Thank you,

  Jo Ann P***** 

  Consumer Relations Manager

  Customer response

  01/26/2023

  [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

  01/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Oxo 5 piece baking set does not provide the airtight seal they are guaranteed to provide. I need resolution to this issue. These are new out of the box. After reviewing other complaints the company supposedly does not fulfil their warrantied product.I want resolution.

  Business response

  01/10/2022

  Hi ******,

  We are sorry to hear about your experience with our product.

  We have been unsuccessful locating a record of any previous contact in our system.

  A representative will be in contact within 48 hours to properly assist with replacement or resolution.

  We look forward to making things better.

  Sincerely,

  OXO Consumer Care

  Customer response

  01/21/2022

  I just received resolution to this complaint today. The OXO company replaced the defective items and sent a gift as an apology for the trouble.
  Thank you for your resolution to this situation. I am satisfied with the response.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date I purchased my oxo containers and labels were on November 1, 2021 For $ 173.78 dollars. I contacted oxo via email on November 8 and 15th about my missing items and my broken items. Oxo requested photos of the damage. I sent in the photos and was waiting for the photos to be approved. The items were approved and a label was sent to my email. I have sent all the items back and I still have not heard anything. I have sent emails and when I call the same person picks up and tells me I have to wait. I was suppose to receive a phone call from a manager and never did. Please refund my whole purchase.

  Business response

  01/10/2022

  Hi Megan,

  After a review of the separate incidents, an issue was identified that delayed your refund.

  All appropriate refunds have been issues and will show to your credit card within 5-7 business days.

  Our Team leader will be in contact to provide details as well as a courtesy product credit for the inconvenience.

  We apologize for the experience and look forward to making things better.

  Sincerely,

  OXO Consumer Care

  Customer response

  01/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Oxo Company has only refunded me 107.02 I have paid over $170 dollars worth and my products were missing which I was never sent. I would really appreciate a full refund. 
  
  Regards,
  
  **************************************
  

  Business response

  01/11/2022

  Hi *****,

  We believe the communications crossed over with our recent conversation.

  The remaining $66.76 was on hold waiting for return of the items.  As a courtesy we have waived the return requirement, and issued this refund.

  Please allow normal bank processing to see the refund reflected on your account.

  Also, thank you for sending your selection of items to be provided as a courtesy for the delay on the second refund.

  These have been processed and you will be receiving them within 7-10 business days.

  If we can be of further assistance, please reach out.

  Sincerely,

  OXO Consumer Care.

*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. ↩