ComplaintsforHamilton Beach Brands, Inc.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Hamilton Beach Flex Brew 5 in 1 coffee maker and have had it about 1-2 weeks. The base has 2 broken pieces of plastic off of it and when you turn it over you can hear something rolling around on the inside. It does not keep the coffee warm either - it is supposed to do this for 2 hours. The warming icon does not work on the front panel either. When they shipped it it came in the product box and not in a shipping box which tells me it was not properly protected and broke in shipping. I paid about $100.00 for it. I have contacted them and all they do is ask a bunch of questions i.e., is it plugged in, did you turn it on, etc. DO THEY THINK I AM STUPID. I want a postage paid return authorization and a new one sent immedately. This is the only coffee maker I own and have no way to make coffee.

  Business response

  07/22/2024

  Hamilton Beach apologizes for the inconvenience. A shipping label was sent today for the return of her unit. Once we receive and examine the consumer coffeemaker, we will contact the consumer to discuss further steps. Thank you. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a refrigerator November 23/23, product delivered December, 2024. On July 6th the fridge stopped working - attempts were made to disconnect and reset, checked the circuit breaker, reset plug. Company contacted on July 6th with a warranty claim filed. To-date no resolution. We have been 2 weeks without a fridge which is required not only for food storage but for medical storage(insulin). Contact with the company result in the same resolution on the phone daily - no one can help escalate the claim I need to wait for a response via email. We have complied with all requests for documents, pictures and have followed up on a daily basis.

  Business response

  07/20/2024

  Hamilton Beach apologizes for the inconvenience. The refrigerated is a licensed product and this complaint is handled by ****** International - 
  **************. Thank you.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered replacement parts for my Hamilton Beach rice cooker. I gave them the model number and the series of the product for the parts that I was ordering. I received my parts on May 12 via ***** I open my package and to find out, how the steamer basket fit inside my rice cooker. The steamer basket fell all the way down to the base of the inner pot, which indicated, it was the wrong size. The following day, I called Hamilton Beach from numbers I received off the website . They tried to correct the problem, but they said, that I received the correct parts. I told them it wasnt and why. And emailed a photo. Right away , they suggested that I get a refund. They never told me that they would find the right steamer basket. They offered a refund instead of seeking the right part. Which was just $4.99. My order was based on the steamer basket. It didnt fit.The Order Number: ******* Steamer basket (wrong size) $4.99 Rice measuring cup $8.99 Rice Paddle $8.99 Shipping $8.90 Tax:$2.17 Order Total was $34.94 plastic rice paddle spoon that wasnt the original and a small measuring cup. Everything over priced except the steam basket and offer me a Refund of a product worth $4.99 and if I decided to return the entire order, I would be responsible for the return shipping and it has only been 3 days. These are the phone numbers that I contacted. **************** This is considered to be a customer service another number **************** Their email or online ****************************************************************** I suggested to them to make it right either. Send me the right steamer basket or total refund. because without the steamer basket,Order Total was $**************** Case # *******

  Business response

  05/21/2024

  Hamilton Beach apologizes for the inconvenience. On 5.13.24, Hamilton Beach refunded the consumer $4.99.  The other part mentioned should be okay for use. Thank you.

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I purchased A Hamilton Beach smoothie Blender on July 30, 2023, for 28.10$. the unit will no longer turn on... I emailed Hamilton Beach customer service about the issue on May 5th. and the agent **** has not been very helpful at all. he goes on about cups, measurements, and liquids????? like honey I need a replacement not to troubleshoot a blender that obviously no longer works.The blender no longer works ****! I need a replacement please and NO I don't wish to return it.y'all have a generous warranty so please honor it.

  Business response

  05/12/2024

  Hamilton Beach apologizes for the inconvenience. However, we must investigate incidents that are reported to us in order to determine exactly what happened and to prevent incidents from happening to others.  If the consumer is unwilling to provide the requested information, we are unable to proceed with our investigation and therefore, unable to proceed with the warranty claim. Thank you.

  Customer response

  05/12/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

  Customer response

  05/13/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [is a 28 dollars blender I don't know what it is that you need to investigate in the first place, the blender doesn't work anymore a replacement is due.]
  
  Regards,
  
  *****************************
  
  
  
  
  

  Business response

  05/13/2024

  The consumer's response does not change our position. Thank you.

  Customer response

  05/13/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a Hamilton beach brand toaster from a ******* store, after a few times using it, the lever you push down to start the toaster,won't lock in position to start the toasting process. I have already sent 5 emails to the manufacturer,and tried calling them at least 5 times as well. Nobody seems to care to help with this issue, the toaster is useless,and i need it to be replaced. I don't have a vehicle ,so it's difficult to wait for a bus to take me places.ii appreciate your help with this matter. $$

  Business response

  05/09/2024

  Hamilton Beach apologizes for the inconvenience. We do not have a record of the attempted to contact the company. A representative will contact the consumer. Thank you.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I mistakenly ordered a "Recertified" blender from the Hamilton Beach website. When purchased I thought I was buying a brand new, unopened box appliance. The blender arrived at my home on Sunday, April 28, 2024. When I removed the blender from the box, I discovered that: 1. the blender was missing an accompanying part: the stirring spoon, and 2. there is a liquid substance around the blade part of the blender. The blender appeared to have been used and was missing a part. On Monday, April 29, 2024 I email Hamilton Beach, explained the aforementioned, and request details on how to return my order, and receive a "new," replacement blender of the same make and model. ******** responds to my online complaint. After I provided several photos of the blender, as requested, she emailed me the definition of "recertified" and explained that recertified items are not used but returned customer items that undergo an extensive testing and evaluation process. She further articulated that once I use the return shipping slip and Hamilton Beach receives the blender, it will undergo an evaluation. Upon completion of the evaluation if it is determined that the blender works properly, I will be required to pay $14.99 to have the blender returned to me. - This is problematic because I am not returning the blender because I deem it to be damaged or not operational. I am returning it because it arrived to me with a missing part and it appears to have been used. Furthermore, I do not want to keep this blender. At no point in her email communications does ******** acknowledge the unique reasons for my complaint. When I requested for my ticket to be assigned to a manager she emailed me back to affirm that a supervisor had reviewed my ticket and that next steps would be provided once the blender was returned. My last email to ******** has gone unanswered. I would like to speak with someone else to resolve this ASAP! And at this point, Hamilton Beach can issue me a FULL refund.

  Business response

  05/06/2024

  Hamilton Beach apologizes for the inconvenience. However, our return policy does not approve a replacement or refund for this type of request. We do not see a reason to change our policy at this time and we do hope that the consumer understands. Thank you.

  Customer response

  05/06/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is what Hamilton Beach is stating: 
  Hamilton Beach apologizes for the inconvenience. However, our return policy does not approve a replacement or refund for this type of request. We do not see a reason to change our policy at this time and we do hope that the consumer understands. Thank you.

  What does this even mean? So customers should just accept purchasing an appliance that is missing parts to it?  And appliances that are soiled?

  My reasons for not accepting their response:

  1.  I have had their appliance for 1 week.  I am well within their 90 day return policy window to request a refund.  

  2.  I was shipped an INCOMPLETE order that did not come with all of the appliance parts!  

  3.  The appliance has an unknown substance on it!  How can Hamilton Beach expect a customer to a) be satisfied and b) okay with keeping an appliance this is not even safe for use!?

  4.  ********, the Hamilton Beach representative assigned to my ticket, has been anything but customer service oriented and where I was willing to have my appliance replaced for one with all the parts, and seemingly un-used, I now request a full refund.

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

  
  

  Business response

  05/08/2024

  Consumer Affairs will contact the consumer to attempt to obtain the unit for analysis. Thank you.

  Customer response

  05/08/2024

  Better Business Bureau:
  
  I received the following response from Hamilton Beach  in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below....

  MESSAGE FROM BUSINESS:
  
  "Consumer Affairs will contact the consumer to attempt to obtain the unit for analysis. Thank you."

  This response is unsatisfactory for the following reasons:

  1.  I have not yet been contacted by consumer affairs, and it remains to be seen if I will. -  ***** communications with ******** should not count as my being contacted by Consumer Affairs because said communications have resulted in my needing to contact the BBB for assistance in getting my consumer complaint resolved.  

  2.  I do not understand Hamilton Beach's response.  What is meant by "further analysis?"   ***** communications from ******** only suggest that the appliance will be tested to see if it works properly.  Functionality of the appliance has nothing to do with the reasons for my complaint. If the blender proves to work perfectly, that will not negate that it arrived to me without all of the parts included with this particular model of blender, nor will it justify that the appliance is soiled.

  3.  Hamilton Beach has yet to articulate if they are willing to issue me a full refund, and if they are, what will determine said decision.

  4.  Hamilton Beach has not expressed their understanding of my customer complaint:  a) The blender that was delivered to me did not come with an accompanying utensil, and therefore the appliance is missing a part; b) the blender arrived with an unknown substance on it which was visible upon box removal.

  5. Once the blender is returned for "analysis"  and Hamilton Beach sees that their is no accompanying utensil enclosed as reflected by the instructions brochure, and their is a substance around the blade area of the blender, demonstrating the basis for my complaint, will I be refunded my $43.34?

  What will it require for me to be refunded for my unsatisfactory purchase?  I received a *** Return label via email from ********, after Hamilton Beach responded to my BBB complaint denying my request for a refund. 

  I do not comprehend vague, abstract and conflicting communications.  I have been very specific and very clear about my complaint and my desired resolution.  I would appreciate Hamilton Beach being clear about its return process as it pertains to my unique circumstance and the status of my refund.

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

  Dear Hamilton Beach,
  
  
  Respectfully, I would like to return my purchase to you via a prepaid *** label and issued a full refund.
  
  1.  I was sent an incomplete order, meaning I did not receive all of the parts that come with the blender that I purchased.  - This is a manufacturing error!   (please see email communications with ********)  
  
  2.  Once I removed the blender from the box, there was an unknown substance around the blade portion of the blender. - The blender appears to have been used and subsequently, I do not want it.
  
  I am not suggesting that the blender is operationally defective because I have not used it to determine whether or not it functions properly.  But it does meet the qualification of defective because it is soiled, and seemingly not a new/unused product.
  It has been communicated to me by ********, that if the blender is deemed "operational" once I mail it back, that I will have to pay $14.99 for the blender to be shipped back to me.
  
  I explained that under NO circumstances do I want to keep this blender, and she has refused to explain what options "are" or "may" be available to me given that all issues with my order lie at the hands of Hamilton Beach.
  
  The email that I sent ******** to establish clarity on next steps has gone unanswered.  Furthermore, in my numerous communications with ********, she has failed to demonstrate that she even understands my reasons for wanting to return my order.
  
  If a customer can return an item within 60 days of purchase simply because he or she "changed their mind" about said purchase, then I should be able to return my incomplete purchase that is missing a part, AND  that arrived to me soiled and appearing to have already been used.
  
  *****ing me a *** label and suggesting that I will be advised "next steps" once you all have inspected the blender is extremely vague and I do not trust ********, or your return policy given this very negative
  
  experience that I am having with Hamilton Beach.  I would like to be fully refunded for my order. This is a very warranted and appropriate request given the circumstances, and if Hamilton Beach is willing to honor my request, please articulate this in your response. 
  
  
  The following information is provided on your website with respect to RETURNS:

  
  Returns
  To begin the return process, please Contact Us.
  
  For a detailed description of our return and customer service process, select the option below that best addresses your needs.
  
  Products purchased at www.HamiltonBeach.com:
          I purchased the product online from www.hamiltonbeach.com and I think the product might be defective
          I purchased the product online from www.hamiltonbeach.com and I changed my mind
  It has been LESS than 60 days since I bought my product.
  mail us or call ************** to discuss your issue. We will need to provide you a return authorization so we can accept your product when you send it back to us. Upon receiving the product in its original, unused condition, we will refund your money, minus the original shipping cost.
  
  It has been MORE than 60 days since I bought my product.
  We are sorry, but we can only accept returns for products received within 60 days of purchase.
  
   
  ---------- Forwarded message --------
  I sincerely hope that we can arrive to an amicable resolution to this matter.
  
  Regards,
  *******************************
  

  Business response

  05/09/2024

  Hamilton Beach has requested twice for the return of the product. We await the consumer's response. Returning the product can give us a better idea, via analysis, of the condition of the product. Thank you.

  Customer response

  05/09/2024

  Better Business Bureau:

  I am confused. Was the correct response sent to me today?  This reads like Hamilton Beach's initial response that stated that my complaint did not meet their Return Policy requirements and subsequently that I did not

  qualify for a refund or an appliance replacement.  I refuted their initial response by responding with the Hamilton Beach Return Policy, and demonstrated that I do qualify for a refund. 

  Yesterday, Hamilton Beach responded and stated that someone from Consume Affairs would contact me and attempt to retrieve the appliance for "analysis."  I responded in turn, asking for them to explain what "analysis" meant

  and to clarify if they were now open to issuing me a refund since I received a pre-paid *** mailing slip after they issued their first/initial BBB response stating that my complaint did not qualify for a replacement or a refund.

  Yesterday, it appeared that Hamilton Beach at least recognized that "doing nothing" was not an option.  

  Again, here is Hamilton Beach's Return Policy:

  Returns
  To begin the return process, please Contact Us.
  For a detailed description of our return and customer service process, select the option below that best addresses your needs.
  Products purchased at www.HamiltonBeach.com:
  I purchased the product online from www.hamiltonbeach.com and I think the product might be defective
  I purchased the product online from www.hamiltonbeach.com and I changed my mind
  It has been LESS than 60 days since I bought my product.
  Email us or call ************** to discuss your issue. We will need to provide you a return authorization so we can accept your product when you send it back to us. Upon receiving the product in its original, unused condition, we will refund your money, minus the original shipping cost.
  It has been MORE than 60 days since I bought my product.
  We are sorry, but we can only accept returns for products received within 60 days of purchase.

  Hamilton Beach will allow a customer to return a purchase within 60 days simply because they no longer want or need said item.  -  Having received a used, incomplete appliance from Hamilton Beach in error, more than warrants a full refund,
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I received is identical to the initial Hamilton Beach response.
  
  
  
  Regards,
  
  ******************************************
  
  
  
  

  
  

  Business response

  05/10/2024

  Hamilton Beach apologizes for the inconvenience, but the consumer's response does not change our position in this matter. Thank you. 

  Customer response

  05/10/2024

  Better Business Bureau:

  Hamilton Beach is failing to honor their own Return Policy.

  I am not accepting that Hamilton Beach is unwilling to do anything.  I placed an order for an appliance via the Hamilton Beach website, and they mailed me an appliance that is a) is missing a part and b) likely unsafe for me to use do it having an unknown substance on it.

  Hamilton Beach's unwillingness to do anything is NOT acceptable.  I paid for a blender and what I received is a used/dirty/appliance with missing parts.

  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
  
  
  
  Regards,
  
  ******************************************
  
  
  
  

  
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a personal blender from this company. It got moldy on the bottom because I am unable to clean it properly. So they sent a replacement to my old address which was in complete (missing apartment number) and without confirming it was correct. They sent me the address on file after they sent the replacement. It got sent back to them because of an incomplete address and are now making me have to pay shipping which is almost half of what the product cost in the beginning. They screwed up and want me to pay for their s**** up.

  Business response

  05/01/2024

  Hamilton Beach apologizes for the inconvenience. A representative has communicated with the consumer and made arrangements for a replacement to be issued. Thank you.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought products from you guys for years! And I mean years I have many in my kitchen now from blenders to you name it. I recently bought a juicer MODEL: ***** from Bestbuy. I usually juice BEETS everyday after my heart attack as they are very healing. I use this for my heart health and it really has been a big help! I do love this juicer the only issue I have is that when I was using for some beets the item stopped working and made this really putrid smell ( it smelled just like smoke just like the motor burnt out ) I have used other electronics where a motor has burnt out and smelled just like it. The item shows no signs of external damage but it did continue to make this smell and the item was hot so I m definitely absolutely sure its the motor. After talking to Bestbuys geek squad they definitely agreed with me as they carry the products you guys have and have seen the same problem and they said there is no way to fix it. They told me it is far past the return policy but they said I had a 1 year manufacturers warranty. Im willing to send this item back to you guys I just really need it replaced or fixed. I think this thing is a definite fire hazard and I refuse to plug it back in. I have had this item since December and have used it just like I should. I have taken very good care of it. I had one previously before this one for 4 years and never had a problem until I wanted an upgrade. If someone could please get back to me I would really appreciate it this item. I know you guys make good products but I really cannot afford to just go back out and buy another one right now me and my family are having a very hard time in this economy. I hope you guys understand. Like I said I can definitely send this item back if need be or whatever you guys want. Please advise (******* (Hamilton Beach)Apr 23, 2024, 15:14 EDT This request was closed and merged into request #********** "Re: [Customer Support] I have reached out to heartless help 15% off wont do PLEASE REVIEW

  Business response

  04/24/2024

  Hamilton Beach apologizes for the inconvenience. While we do provide replacements for purchases outside of Hamilton Beach, we will send the consumer a prepaid shipping label via email for the return of the product to Hamilton Beach. We will contact the consumer with the analysis results to discuss further action. Thank you.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ******* silec toaster which is a parent company of Hamilton Beach with a gift card I received for Christmas. It was a 4 slice toaster 2 months into having it one side stopped working. I have reached to them gave them multiple times all the information they requested including serial numbers etc As of today nothing they keep asking fir the same information over and over

  Business response

  04/24/2024

  Hamilton Beach apologizes for the inconvenience. It looks like on 4.23.24, Hamilton Beach received the information necessary to fulfill the request. Thank you.

  Customer response

  04/24/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a coffee maker from Target on 10/27/23. 60 days later the coffee maker stop working . I tried returning the unit to Target who refused and stared I must reach out to the warranty department for the brand Hamilton Beach. I called the ************ which redirects you to a website to complete a claim which I did. I then received a email from ****** ********************* requesting detail about the unit which was provided . after several months of going back and forth the ******************* stated they did not make the unit and redirected me back to Hamilton Beach website. This is fraud no one is taking accountability for the defected unit. I want my money back. I have the original receipt of purchase from target #2-3300-1461-0077-6328-1 VCD#*********** . I am requesting a full refund for the unit and no longer wish to replace. If Hamilton Beach makes it this difficult to honor their brand is defected I wish not Mohave such brand in my home.

  Business response

  04/24/2024

  Hamilton Beach apologizes for the inconvenience. Our *************************** has been in touch with the consumer and shipped a replacement unit. This case should be concluded. Thank you.

*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. ↩