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Ronco Holdings, Inc

Phone: (800) 486-1806 Fax: (512) 238-1136 View Additional Phone Numbers 15505 Long Vista Dr Ste 250, Austin, TX 78728 View Additional Email Addresses http://www.ronco.com


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Description

This company offers kitchen appliances and kitchen tools.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Ronco Holdings, Inc include:

  • 107 complaint(s) filed against business

Factors that raised the rating for Ronco Holdings, Inc include:

  • Length of time business has been operating
  • Response to 107 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

107 complaints closed with BBB in last 3 years | 43 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 5
Delivery Issues 17
Guarantee/Warranty Issues 8
Problems with Product/Service 73
Total Closed Complaints 107

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Ronco Holdings, Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

BBB file opened: August 05, 2011 Business started: 01/01/1964 in TX Business started locally: 01/01/1964 Business incorporated 10/30/1991 in TX
Type of Entity

Corporation

Business Management
Mr. Ronald Hunt, Director
Contact Information
Customer Contact: Ms. Lynn Anderson, Client Care Manager
Principal: Mr. Ronald Hunt, Director
Business Category

Housewares - Retail Kitchen Accessories Ranges & Ovens - Supplies & Parts Appliances - Major - Wholesale & Manufacturers Appliances - Small - Wholesale & Manufacturers Housewares - Wholesale & Manufacturers Kitchen Remodeling Ranges & Ovens - Wholesale & Manufacturers Appliances - Major - Dealers Cooking Utensils

Industry Tips
Tips for hiring a contractor

Customer Review Rating plus BBB Rating Summary

Ronco Holdings, Inc has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    15505 Long Vista Dr Ste 250

    Austin, TX 78728 (512) 225-9846 (800) 486-1806

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/1/2015 Problems with Product/Service
7/27/2015 Delivery Issues
7/27/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had bought a producet from ronco called the ready grill . I paid $200.00 I only used it once . I bought it in nov, 2014 I filled out the warrenty twice. I,ve called the company many many times and have sent out 6 email,s to then telling then there product has a defect in it as the drip try that go,s with the ready grill had mealted I even sent them picture,s... I was told my case was being looked after by a lady named ****. but have not heared from her by email or phone. I called in jan. was told the drip tray was being mailed out to me as it was still under warrenty. and I still do not have it.i wil attc. the email,s I,ve sent ronco and the picture of the dammange... I did call ronco today and someone called me back saying I should not of been waiting 8 month,s for the drip tray to be replaced and I,m still waiting I was told to send another email to the company and I just did....I did tell ronco I would be getting incontacted with you because this problem has not been resolved as of yet....you are my last resort in getting help and finding out why it takes 8 month,s to have a replacement part mailed out to me.. here is the email,s I have sent to ronco.. I hope you can help me resolved this problem your,s truly ***** *******

Desired Settlement: see Attached document

Business Response: Hello *** *******,

I apologize for the delay of your warranty part and will send it right away. I have the address from your order. I am not sure if you need anything thing else. I could not see the attachment with the desired settlement request.

Please respond and I will make it right.

Best regards,

**** ********
Ronco Holdings, Inc.
Customer Care Manager

Consumer Response: 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,

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

Consumer Response:

Complaint: ********

I am rejecting this response because:

good morning I.m writing to you to let you know.. I have not recived the replacement part to my ready grill I had bought from ronco. as ***** had said in her email that it was being shipped right away.. and I took her word on that. here it is july,5th/2015 and I still do not have the replacement part as promises.. I do not understand why, I,m still having to waite . and *** ***** did say last month she will have the replacement part shipped . it,s not like they do not have my address. by the time they shipped the replacement part my warrenty will have run out. please all I want is to be able to use the product I have bought from ronco.. and I can as I,m still waiting on the part.. I,ll be waiting on your reply on this thank you

your,s truly ***** *******

 

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

Business Response: Hello *** ********

I cannot imagine what happened and I apologize that you do not have the drip pan. Sending packages to Canada from Texas can sometimes go astray. I have entered a new order ******** and will ask the warehouse to expedite the shipping.

Best regards,

**** ********
Ronco Holdings, Inc.
Customer Care Manager

7/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered, and paid for up front, a set of knives. It was buy-one-get-one free. I received two incomplete sets of knives.

Desired Settlement: I ordered a set of knives buy-one-get-one free. I want the 5 knives that I paid for but did not receive.

Business Response: Hello Mr. *****,


I have listened to your phone order number ******** and looked at our internal order ******.

You paid for 2 each 25 piece sets of Six Star knives, 2 each 30 slot blocks with discounted shipping, 1 each Ronco Rocker and since you paid with one payment 1 each free set of 4 steak knives. You received the discounted shipping for the blocks since you purchased 2 blocks. You were offered the Ronco Rocker and only wanted one but they discounted the shipping on 1 of the 25 piece sets of knives to offset the cost of the Rocker. The total for all this was $167.39.

According to the notes on your order, when you spoke with customer service, you received 1 Ronco Rocker and 4 extra steak knives; which is all that was on your order, all that was told you would receive and all you agreed to pay for according to the voice print of your call. I have attached a copy of your receipt and a couple of stills from the infomercial to show the amount of knives in the 25 piece set and that the Rocker which is optional.

We would be happy to sell the Ronco Rocker with 4 Steak knives for $24.95 plus $4.90 for the shipping and handling.

Best regards,

**** ********
Ronco Holdings, Inc.
Customer Care Manager

Consumer Response: Complaint: ********

I am rejecting this response because: The advertisement offered buy one get  one free. Ronco Holdings mailed me two sets One with four extra steak knives, One with A Ronco rocker knive  I consider this false advertisement. To resolve this matter I just want the Knives that I paid for.

Regards,

***** *****

Business Response: Hello Mr. *****,

Please accept this communication as our formal response to your allegations of false advertising. The infomercial for the Ronco 25 piece Six Star Knives is clear and precise in the offer. We deny any claim that you have been misled. We would be happy to share a copy of the actual recorded call with you. We advertise 2 sets of 25 knives for the price of 1 set with the requirement as specified in our infomercial that you pay shipping and handling for each set. The 30 slot block and the Ronco Rockers are optional, and not included in the buy one get one free offer. The 4 piece steak knives are offered for a single payment instead of installments. They are not offered as a buy one get one free.

In your call you were never told that if you purchased the Rocker that you would receive a Rocker free. You were told what was included in your order and exactly how much it would cost. You received exactly what you ordered.

However, to keep you as a satisfied customer, we will send you the 5 knives you have requested.

Best regards,

**** ********
Ronco Holdings, Inc.
Customer Care Manager

7/13/2015 Guarantee/Warranty Issues
7/1/2015 Delivery Issues
6/23/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 4 sets of kitchen knives with blocks in February. I received 2 sets and was notified by post office that the other 2 sets were damaged in shipping. They were damaged so severely that delivery was not possible. I contacted Ronco at their customer service department (###-###-####) and have been promised re-shipment of goods. I have been in contact with Ronco customer service weekly since mid-March. They have not acted at all. I have contacted post office early on and was informed that it was Ronco's responsibility to insure the shipment. What else can I do to resolve this?

Desired Settlement: Receipt of good purchased

Business Response: Hello Mr. ********,

We would like to apologize for the extreme delay in shipping your replacements. I have entered an order ********. However, we are currently out of stock of blocks. We expect them delivered within a few  weeks. As soon as we have them in inventory I will release your order to ship.

 

Best regards,

**** ********
Ronco Holdings, Inc.
Customer Care Manager

Consumer Response: 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,

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

6/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Ronco knife set for my wife on 3/27/15 for $235.17. However, my wife did not want the product so I phoned the seller within 48hrs to cancel the order and was told that the order would ship but I should just refuse it when It arrived at my home. I took it back to Fedex and it was sent back on 4/3/15. Fedex records show that the box arrived in ****** ** on 4/915. According to the Fedex employee I spoke with today in ******, ** the box was sent to an undisclosed address and signed for by ** ********??? They would not share the location with me but they said that Ronco can request the information anytime. I called Ronco customer service a few weeks ago to ask for my refund and I was told that they needed to verify recieving the package but I should get a refund within 30 days. I phoned again today (approx 2 wks later) and a different employee told me within 4-6weeks I would get my refund. Again I was told that they needed to do an investigation to determine what happened to the package. I called Fedex today with the tracking number and was told what happened within a few mins so I called Ronco's customer service and shared that information with them today 5/20/15. I don't know what's going to happen but the few times I called Ronco no one got back to me to tell me anything. I just want my $235.17 back on my credit card. I have no control over Fedex delivery persons. I never opened the box. They refused to tell me where the delivery destination on the box was. Apparently Ronco can ask them to start an investigation but according to the supervisor at the Fedex location in ******, ********* they have not requested one to this day. This whole issue is taking way too long. Why weren't they investigating this weeks ago. Thank you!

Desired Settlement: I just want Ronco to credit my credit account the money I payed them.

Business Response: Hello Mr. *****,

I have initiated your full refund of $213.09. Your refund will go through our system and then through the credit card system. You should receive the refund very soon.

Best regards,

**** ********
Ronco Holdings, Inc.
Customer Care Manager

Consumer Response: Complaint: ********
I am rejecting this response because:I have not received the refund yet . I appreciate the business response to the BBB. But for Me this matter is unresolved till I see the money credited to my account as I requested initially. 

Regards,

***** *****

Business Response: Hello Mr. *****,

I apologize. I thought that I had taken care of the refund and did not enter it in the system.


I have initiated your full refund of $213.09. Your refund will go through our system and then through the credit card system. You should receive the refund very soon.

Once again I apologize for the delay and the inconvenience this was my error.

Best regards,

**** ********
Ronco Holdings, Inc.
Customer Care Manager

Consumer Response: Complaint: ********

I am rejecting this response because:I would like the case to stay open till my account is credited.

Regards,

***** *****

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received stainless 5500 rotisserie part number *********** sales order ******** on 12/18/14 received it On dec 29,2014 called that night after trying to use it. It's missing a small piece on one of it's wheels so it doesn't fit into the spit correctly. They originally said they would send the parts to fix it...waited a month called again then they said they would refund it. Waited a month called again spoke to supervisors that assured us they would find out what to do. Waited another month called again. Said we could send it back but would have to pay for shipping and they wouldn't send us a tracking for it. We would not do that since we couldn't track where it was going or when it would be received, waited a month called again was told they don't except returns after 30 days....which we called the day we received it followed by a week later and they never gave us that option! Still waiting for answers now 6 months later and you can't use it at all!

Desired Settlement: We would like to just be refunded for the amt we paid so we can buy from a better company

Business Response: Hello ***** and ***** ****,

I apologize that your warranty was not taken care of in a timely manner. I would also like to apologize for not taking care of your complaint when it arrived last week. I thought I had addressed all issues and marked your file as done when I had not taken care of the issue.  We have had many changes within the customer care department since the first of the year and I failed to communicate to the representatives that we were out of stock of the spit rod assembly.

Late last week, June 5th, we found some spit rod assemblies in our warehouse and I had one shipped to you along with a couple of accessories. I hope you will accept them for your inconvenience. I will also issue a 50% discount for the stress you have had dealing with Ronco. I hope this will meet with your approval.

Consumer Response: 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 one piece we received was too big and did not fit but we used the other half of the broken one and got it to work ok

Regards,

***** ****

6/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order via the phone in 11/14. The next day I called and canceled. They said the item already shipped and decline the shipment. As a result the item would be returned to sender and a full refund issued. That was 6 months, 12 calls and 4 emails. Every time I call they say the refund will be issued in 2 weeks and it never takes place. I called again today and asked if it was fraud. The rep said the company is horrible and she would not order anything from this company. I think fraud has been committed in Texas. Can you help me?

Desired Settlement: refund of $152.41.

Business Response: Dear ******* *****,

We apologize for the delay of your refund. We have gone through lots of changes in customer care and all aspects have been delay. I have initiated a full refund of $152.41. The refund must go through our system then through the credit card system. You should have it very soon.

Best regards,

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Father ordered me a set of knives for Christmas. I did not want them and was told by the company to not accept the delivery and I would be refunded. After numerous calls to customer service I was told the knives were received by the company but my father has not received a refund. It is now 5 months later, everytime I call customer service they say I should see a refund next month. Customer service has absolutely no idea what is going on and no power to help me, they just keep saying I should get a refund soon. I have emailed the ******* 4 times with no response, I have called customer service 4 times with no answer. This seems absolutely criminal what this company is doing, and there is no way to get in touch with anyone who can give me any answers or help me with this refund.

Desired Settlement: All I want is for them to refund the money back to my elderly father who is on a limited income. Doesn't seem like too much to ask.

Business Response: Hello Ms. ****** and Mr. ********,

We apologize for the delay of your refund. I have initiated the full refund of $112.64. It will need to go through our system and to your credit card system before you see the refund. It should be there very soon.

Best regards,

**** ********
Ronco Holdings, Inc.
Customer Care Manager

6/8/2015 Delivery Issues | Complaint Details Unavailable
6/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was looking at ****************. I didn't submit my payment after I saw the shipping and handling was more than the knives. I hit the back button. The site had a message the read "your order was not completed" So, I played around looking at the other products on the page. Never did I submit a payment. Next thing I know they have 3 orders coming out of my bank account totally $400.00. So much for the 3 easy payments of $13.33.I emailed them, no answer. So, I called. They said they were already shipped and send them back I will get refunded. That was in March. They took the money March 23rd. I returned the knives a.s.a.p.(April 2nd & 3rd). I called where's the refund? It'll take 4-6 weeks. It's May 21st today, still no refund. I have called and called and called. I get some that say it went to the supervisor, some say give it more time, some say call back in 1/2 hour to talk to a supervisor, some say you have to request the supervisor call you because you cant wait for them and that's just how it works, some act like they are helping and say the put in a complaint and they sent it to a supervisor. I really don't care that they complained to someone in their company. I just want my money back. I looked on line and saw that the same thing happened to someone else. The person is a senior so I'm sure it hit them harder financially

Desired Settlement: I want all my money refunded.The amounts are $158.18, $128.29, $113.28. For a total of $399.75.The order numbers are 428167,428168,428170.I wouldn't mind so sort of compensation for all the stress they have put me through.

Business Response: Hello Ms. ****,

I apologize for the delay of your refund. I have initiated all three refunds for a total of $399.75. These must go through our system then through your credit card company system. You should receive the full refund very soon.

Best regards,

**** ********
Ronco Holdings, Inc.
******** **** *******

Consumer Response: Complaint: ********

I am rejecting this response because:
I called Ronco. They said they sent the money to my credit card and my card accepted it. First it was my debit card not a credit card. Second, my bank has nothing showing the money was put back. They need to realize in this day and age there is online banking. They need to come with a new lie for the modern times. I apologized for the grouchiness but I'm tired of them lying to me. I just want my money. Thank you

Regards,

***** ****

Business Response: Hello M. ****, 

In my last comment to you I said, "These must go through our system then through your credit card company system." When you contacted us, your refund had gone through our system. We have no way of knowing if it has gone through your credit card company or bank as you stated it is a debit card. We have no way of knowing it is a debit card. All that is listed on your order information is MasterCard and the number.

I am not sure if you pay bills online or not but I do and it takes 3 days for the bills to be paid. I sent you the message yesterday and you checked today to see if your refund was completed in one day. That will not happen with anyone.  I reject your comment that "They need to come with a new lie for the modern times." When I wrote you that I had initiated the refund, I DID NOT LIE!

I have attached statements from all three orders showing the refund in our system. As I said I have no control of your bank or credit card company.

Best regards,

**** ********
Ronco Holdings, Inc.
******** **** *******

6/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint: In September 2014 (don't recall exact date, and have no recept anymore), I saw on TV their advertisement and I went online to ******************** to see how much all of the charges would be out of curiosity. I purchase online often and knew I could submit to see the final charges then cancel out. Evidently they don't let you see your charges and final amount because when you hit submit it sends the order right then and only then do you see the charges. I called them that day and many days after. They said the order was already submitted and they have no way to stop it. They told me I could put Customer does not accept (don't remember exact wording), so I did in front of my post man and he returned the package. I've also emailed many times as well. I did get a ticket open with them #***** back on September 21, 2014. I have referenced this email many times asking for help. During one call they said they never received the product back. I told them exactly what i did per their instructions and they would have to research and get back to me. They never did, so I called again and they said they would send me a form to fill out so I can get my refund. This never arrived. I've asked many times for an update, but they don't respond. I have some of the emails recorded with this ticket number. During one of my initial calls to get my money back I told them that I've never had a website work this way. The customer rep said they have received other complaints and that they told their corporate office about the problem. Here are some of the dates: September 21, 2014 February 27, 2015 March 14, 2015 I no longer can find my receipt for this product but they have a record of me purchasing the product (set of cutlery) on record. The cost was between $140 and $150. don't recall exact amount.

Desired Settlement: My desired outcome is to get a full refund which is all I've been trying to do for the past 8 months. This seems so shady for them to treat a customer like this.

Business Response: Hello **** *****,

I apologize for the extreme delay of your refund. I have initiated a refund for the full cost of $138.56. This refund must go through our system then on to your credit card system but you should see it very soon.

We have been going through lots of changes here at Ronco and unfortunately several of our customers have experienced delays such as yours. I am working very hard to catch up the delays and make the customer experience better but it is taking longer than I anticipated.

Best regards,

**** ********
Ronco Holdings, Inc.
******** **** *******

Consumer Response:

Hi,

 

You closed this request, but I was not able to respond with your short time frame.  This has not been resolved, I do not have a refund and they have been saying I’ll get a refund for months now.  I want my this ticket to stay open until I have my refund.  

Business Response: Hello Mr. *****,

We did initiate your refund on April 28th and the refund was accepted on April 29th. I have attached the documentation for the refund from our accounting department.

Best regards,

**** ********
Ronco Holdings, Inc.
******** **** *******

6/4/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My husband ordered 2 sets of knives in December 2014. On 1/27/15 he called Ronco because the knives had not been delivered. He was told they would be delivered between 2/10 and 2/28/15. On 3/2/15 we were told the knives would be delivered by 3/16. My husband died on 3/16 still waiting for the knives. On 3/22/15 I called Ronco and requested that the order be cancelled and my money be refunded. I was told the request would be sent to the corporate office and I should hear from them in 7 - 10 days. I heard nothing. On 4/10/15 I called corporate office and was told that I just needed to give it a little more time. The company has had our money since December but is responding to neither the request for delivery of the merchandise nor the request for a refund.

Desired Settlement: I want a full refund for the amount we sent Ronco in December.

Business Response: Hello ***** ********,

You have my deepest sympathy for your loss. I apologize for the delays. During the time you entered your order and the subsequent delays, we have been through a lot of changes with Ronco. Your order did show to have been left on your front door on January 7th, I am sorry you did not receive the knives. You should have received a non-receipt affidavit stating that it was not received and a disposition of your order would follow. Of course all that did not happen in a timely manner and I apologize for that.

I have waived the non-receipt affidavit and initiated the full refund. The refund will have to go through our system them through the credit card system but you should receive it very soon.

Best regards.

**** ********
Ronco Holding, Inc.
******** **** *******

Consumer Response: Complaint: ********

I am rejecting this response because: Ronco is going to try to send the refund  "through their system and then through the credit card system". This will not work because when the credit card company learned of my husband's death they closed the account.

Regards,

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

Business Response: Hello Mrs. ********,

I understand what you are saying. But we did put through the refund and it was accepted by our system.  The refund was sent to the credit card company who has accepted it. I have attached the documentation with the transaction numbers for you to contact the credit card company to get your refund. If I could contact them I would but they will only talk with the card holder; or in your case the next of kin.

Best regards,

**** ********
Ronco Holdings, Inc.
******** **** *******

5/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I brought a Ronco Smart Juicer. The Strainer broke inside the Juicer. The Juicer is worthless without the Strainer. I call the 1800 number and they told me someone would be in contact with me in 6 weeks. I called the back after 2 months and they said they have no record of my complaint and someone will be in contact with me in another 6 weeks. This company will not honor the warranty they gave me.

Desired Settlement: I would like to get replacement part for top part of the juicer.

Business Response: Hello ***** **** ******,

I apologize that it has taken so long to take care of your warranty. I have entered and order ******** for your replacement strainer. I entered your email address on the order and when it ships you should receive an email with tracking information.

Best regards,

**** ********
Ronco Holdings, Inc.
******** **** *******

Consumer Response: 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,
***** ******

5/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a brand new Ronco ST4000BLGEN Showtime 4000 Rotisserie which is not working. According to the instruction, I called Ronco 800 number to resolve the problem. A person collected all information and said that I will be getting call from the Warranty Department. It was on April 23. After about two weeks I am still not getting any calls. In addition of my frustration that your product is not working, I am getting any help. A week ago I opened a ticket on the Ronco WEB site. All I got that the person name **** is assigned to my request. Stiil there is no response.

Desired Settlement: Replace the defective item

Business Response: Hello **** *********,

I apologize that it has taken so long to take care of your warranty. We normally ask our customers to call or return the defective unit to the place where they purchased the product; if it is within the return policy of the company they purchased the product. I have entered order ******** for your replacement of the Model 4000 Black rotisserie. I have put your email address on the order and you should receive an email when it ships with tracking information.

Best regards,

**** ********
Ronco Holdings, Inc.
Customer Care Manager

Consumer Response: 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. I have received an additional information regarding the shipment of the replacement, including the tracking number. Thank you for your help.

Regards,

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

5/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned a knife set that I did not want without opening it back on September 28 2014. Todays date is March 27th 2015 and I have still not received a refund. I have talked to the company many times throughout the months and have talked to every supervisor that works there. I have talked to a couple of the same supervisors more than once. They keep telling me that it will be put in as an escalation and will be resolved quickly. I have also called corporate twice, but you have to leave a message but they never get back with me. Now they tell me you can no longer contact corporate or even get transferred to a supervisor. They will have to call you back. But I wait weeks but never have received any call from anyone from the Ronco company. I told them I was going to contact the bbb and they did not care. Which leads me to believe they are not in good standing with them anyway and must have many complaints. why else would they not care? I don't know what to do anymore about trying to get my refund. Its been 6 months and nothing. I hope this complaint will help rectify this. thank you

Desired Settlement: I would like it to be credited to a credit card or a refund check of $89.00.

Business Response: Hello Mr. *******,

I apologize that your refund had not been issued. We do care that people have to resort to contacting the Better Business Bureau and I apologize that it had gone that far. You requested a full refund and that is what I initiated today. The refund must go through our system then to your credit card company's system. You should see it very soon.

Best regards,

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

Consumer Response: Complaint: ********

I am rejecting this response because: This is the same response I have been givin by many supervisors over many months over the phone. Then I never hear from them again. I contacted this company via phone 7 times and was told each time the matter would be resolved quickly. I simply have grown not to beleive them.

Regards,

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

Business Response: Hello Mr. *******,

I do not understand how you can reject our response. Your complaint was issued on 3/30/2015 and I responded on 4/2/2015. You requested a refund of $89.00 for your order that was $88.39.  Your first payment was $61.73 which was the first payment of $13.33 plus the shipping and handling for both sets of knives and sales tax. The second payment was $13.33 and your third payment was not paid. Your total due to you was $75.06 not $89.00. Your refund of $75.06 was entered into our system on 4/2/2015 the same day I responded to your complaint and cleared through our system on 4/3/2015. From there it is up to your credit card company. We did everything you requested.

Best regards,
**** ********
***** ******** **** *******

5/9/2015 Problems with Product/Service | Complaint Details Unavailable
5/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Ronco 4000 Rotissiere in December. In my attempted second use of the product a spit rod fell off the male side of the gear wheel. I contacted their support via their website to get a replacement, included a picture of the defective part and never got a response. I have contacted them by phone at least 6 times since then each time being told that my warranty claim would be 'e-mailed' to the warranty department to be resolved and they would contact me. In the 6 weeks I have been contacting them I have yet to get a response back or even an acknowledgement that my issue is being addressed.

Desired Settlement: Replace the defective spit wheel that I have been waiting 6 weeks just to hear back from you.

Business Response: Dear ***** ******,

We apologize that it has taken so long to address your issue. We have been behind since the holidays. We try to take care of each customer as quickly as we can. I will send a new spit rod assembly for your 4000 rotisserie today. The order ******** has been entered and released to ship. Your email address is on the order and you should receive UPS tracking information when it ships.

Best regards,

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

Consumer Response: Complaint: ********

I am rejecting this response because:

I have yet to receive the shipment, so I do not know if what was shipped will be the part that I need.  It is supposed to arrive Monday March 2nd so I will be able to give a more honest response after I receive it

Regards,

***** ******

Business Response: Hello *** ******,

I checked the tracking for your order and UPS shows that they delivered to your "Rear Door". Please check and see if your order is there. I have also attached a copy of the tracking for your information. If not I will proceed to initiate a trace on your order and reship the spit rod assembly.

Best regards,

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

Consumer Response: Complaint: ********

I am rejecting this response because:

The item was received damaged.  Was this item shipped with insurance?  Perhaps a claim can be initiated.

Regards,

***** ******

Business Response: Hello ***** ******,

Thank you for bringing this to our attention. I will enter an inquiry with UPS for the damaged item. Please keep the packaging and product for 2 weeks in case UPS would like to examine it. If they do not contact you, you may throw it away.

I have entered a new order that has shipped UPS and you should have the tracking information for the new shipment (if not here is the tracking number ****************** expected delivery is March 30, 2015). I actually took this from a new item so the packing material is still intact and it should ship very well. I have included a couple of extra items for your inconvenience.

Best regards,

**** ********
Ronco Holdings, Inc.
******** **** *******

Consumer Response: 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,

***** ******

4/30/2015 Problems with Product/Service | Complaint Details Unavailable
4/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My father placed an order for some knives. He has MS and dementia and ordered these knives off of an infomercial which he didn't really need. The second I saw the charge on his AMEX, I called to cancel the order and stop the shipment. When I called, they mentioned that I couldn't cancel the order yet because the charge was "pending" and to call back the next day to cancel the order. They also said that there was a "manufacturing issue" and nothing would be shipping out for a few months. I called the next day to cancel the order and the order was "already shipped'. They said that I could "refuse shipment". I don't live with my dad, and he didn't really understand how to refute the shipment, so I explained this wasn't an option. I called customer service to explain this issue, and they told me to bring this 30 lb package to a post office to "refute the shipment". This was blatant misinformation. The post office said they can't refute a shipment after it's been delivered, but I could ship it back for $55. I called customer service and spoke with a supervisor yet again and she said to bring it to Fedex to refute the shipment. Reluctantly, I did this, and, not surprisingly, received the same reaction that it couldn't be returned to sender after it was delivered. All I asked for, was for the company to cover the shipping fee to send the heavy item back because I never wanted it shipped in the first place and it was shipped after they said it wasn't AND after I tried to cancel the order. The customer service supervisor, ******, said that she "escalated this to their resolution department" three different times, but she didn't receive a response. I asked her to give me the number of the resolution department or if there was someone else to talk to and she there was not. I ended up sending it back to receive the credit card statement credt, but I would like a refund for my shipping since this was never supposed to be delivered in the first place.

Desired Settlement: $55 for shipping. Order was for **** ******* in ******* ** *****

Business Response: Hello *** *****,

I would like to apologize that your callback was not made by the resolution team. We have been in the process of reorganization and some of the escalated calls have fell through the cracks. We are trying to close them as quickly as we can.

Your father's refund should be for the full amount of his order since you had requested to cancel the order. I am sorry that we were unable to cancel the order. The orders are sent from a distribution warehouse and once they have a tracking number we cannot cancel the order.

You should have been able to refuse the order. I am not sure why some of our customers are able to refuse and others like you are not able to refuse a shipment. The only stipulation I am aware of is that the package has to be unopened to refuse delivery.

I will issue a full refund today in anticipation of your return.

Best regards,
**** ********
***** ****** **** *******

Consumer Response: Complaint: ********

I am rejecting this response because: I am not only asking for a refund for the product because that should be a given since it was sent back and has been delivered. But, I am asking for a refund of $55 because I had to PAY to ship this back after I was told that it wouldn't ship and I couldn't cancel it. This is the entire issue....that I had to pay to ship this back when I tried to cancel from the beginning..I was told I couldn't cancel because the charge was pending and that it wouldn't ship because it was on backorder. Then it shipped the next day. Your customer service said the same thing several times about just dropping off the package at either USPS or Fedex (although they couldn't telll me which place) and neither will accept a package just being "dropped off" after it's delivered. I also have not received a refund for just the contents since your last email. Please refund me entirely for the items in addition to the shipping charge.

Regards,

****** *****

Business Response: Hello ****** *****,

Orders have a window of one hour to be cancelled. If the order has a disposition of "Awaiting shipment", customer service cannot cancel the order. The order is shipped from a 3rd party distribution warehouse. There is nothing we can do about cancelling an order with this disposition.

Yes, all you have to do is "drop off" the package and tell the clerk you are refusing the package. The customer service representative should have told you to take the package to United States Postal Service. The only stipulation is that it must not be opened.

Normally, we would not refund your shipping cost. I have spoken with accounting and we will send you a check for the shipping cost. Please send me the receipt for the shipping cost of the product and we will have accounting issue a check.

Your refund was initiated on March 11th it was processed through our system on March 18th and accepted. Your credit card company has to process the refund from there. The entire process takes time; it is not instantaneous.

Best regards,
**** ********
***** ******** ******* *******

Consumer Response: 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. Please see attached receipt for the shipping cost. I will follow up on here once a refund is received. I would have understood if it was explained to me up front that it couldn't be cancelled. The fact that they said I had to wait to cancel and that it was on backorder was the confusing part.

Regards,

****** *****

Consumer Response: Hello ***********,
 
I have not received the refund from Ronco Holdings; therefore, I would like to reopen this complaint.
 
Thanks so much,

****** *****

Business Response: Hello ****** *****,

I apologize that you have not received your check. I gave it to the accounting department when I said I did. They have been busy working on reports for the end of the first quarter for this year and taxes. Your check was mailed on April 17, 2015 check number****. You should receive it soon.

Best regards,

**** ********
Ronco Holdings, Inc.
******** **** *******

Consumer Response: 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,

****** *****

4/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received my Ronco EZ- Store Rotisserie Oven December 24, 2014. I used it six times, and the rotisserie stopped working. The light comes on, and the heating element comes on, but the rotisserie will not start to rotate. I started calling Ronco January 20,2015. I told them my problem, and they said it was up to the Warranty Department to contact me about this. They also said they were sending off an email to the Warranty Department. I was also told that they would get back to me within 24 to 48 hrs. to try and resolve my problem. I have called them another twelve times since then. I was told that they would be sending off an email to the warranty Department every time that I called them. I sent them a request for repair or replacement on Friday April 3, 2015. I told them on April 13, 2015 that I was going to give them another seven days to respond back to me. If this wasn't resolved somewhat by then, I was going to contact the Better Business Bureau and register a complaint against them. The Warrant Department has never contacted me back.

Desired Settlement: I would like an EZ-Store Rotisserie Oven that actually works, and does what Ronco advertises about this appliance.

Business Response: Hello *** ********,

I apologize that it has taken so long to address your warranty. I will be happy to send you the replacement EZ Store Rotisserie. Please let me know which color you had and I will get that shipped as quickly as I can. Please note that shipping to Canada from Texas takes a little more than 1 week.  Please provide a better zip code the Canadian zip code on this document seems to be incomplete for the order to be shipped. Also, do you have a special ring or notice for your apartment?

Best regards,

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

Consumer Response: 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,

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

4/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been waiting since January for a return for a order I canceled. I called customer service which was a waste of time because there is no person of authority to assist you, all the do is blow you off telling you they sent a email and to expect a call back that never happens. In the meantime they have continued to charge my card for merchandise I do not have. We are now in April and I'm fed up. I will never do business with and will discourage any one from doing business with Ronco ever. The proof is in the reviews, do your research first.

Desired Settlement: I want a refund in full and a stop to any future charges.

Business Response: Hello *** ***,

I apologize that your refund was not issued in a timely manner. We have been behind and are striving to make things better. I have issued a full refund for $173.19. This will have to go through our system then through your credit card company. It will not be in 24 hours but you should see it soon.

Best regards,

**** ********
Ronco Customer Care Manager

4/15/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered knives and the associated wood block to hold the knives August 19, 2014, Order Number: *******. I never received the wood block. I was sent an affidavit to sign and return which I did in December 2014. I have been calling ***** customer service every week since December and speaking to a supervisor who confirms the block is in stock and confirms it will ship in a day or two. They tell me they EMAIL the warehouse/corporate office every week but get no reply and they tell me they cannot call anyone. This has been going on since August, 9 months, and with a returned affidavit since December 2013….3 months. Original Order: From: ***** [*************@*******.com] Sent: Tuesday, August 19, 2014 10:05 PM To: **** ***** (*******) Subject: ***** Shipping Confirmation for order# *******. Shipping Confirmation Dear **** *****, Thank you for your order! Details about your order are listed below. You can track the status of your order by clicking on the tracking number shown below. For questions about your order check *****************************.com (********************************************************************************************) or email us at *******@*****.com (mailto:*******@*****.com) or call us at ###-###-#### Monday through Friday from 8 am to 5 pm pacific standard time. Thank you, ***** Customer Service Your package will be delivered by SMARTPOST. To track your order, please click on your SMARTPOST tracking number: 9*********96*********6 (**********************************************************************************************************************************). Order Number: ******* August 19, 2014 Bill To: Ship To: **** ***** ***** ** *** ***** ******* ****** ** ***** Phone: ###-###-#### *******@*****.com Charge to: Pay Type: Cash/Pre-paid Item No. Item Qty -------- 1 25 PC Knife Set w/Inject 1 2 25 PC Knife Set w/Inject (Free just pay shipping) 1 3 4 PC Steak Knife Set 1 4 30 SLOT WOODEN BLOCK - BROWN BOX 1

Desired Settlement: Deliver wood block

Business Response: Hello Mr. *****,

Our deepest apologies. I have looked through our Non-receipt Affidavits that we have received and did not find your returned affidavit. It should not have taken this long to send your replacement block. I have entered order SOR51470 for your block and it should ship very soon and you should receive tracking for the UPS shipment.

Best regards,
**** ********
***** Client Care Manager

4/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband purchased a Showtime EZ Store grill 11/27/2014 for me as a gift. First time using the unit it began to smoke and a burning metallic smell was noticed. Called customer service, was told to discontinue use and that the warranty department would be e-mailed and a new unit would be issued. It has been 4 months and 5 phone calls and still nothing.

Desired Settlement: Since they have had no interest in sending a new unit in a reasonable time, nor have they given me a time frame as to when a replacement will arrive I would like a refund of the $169.99 that was paid for the unit which is defective and a potential fire hazard.

Business Response: Hello ******* *****,

We apologize that it took us so long to get with you about your defective Rotisserie. I had ****** contact you to see if we could replace your unit. During the conversation you said that our customer service representative asked you not to call Sears for and exchange but we would take care of your issue. I have sent our entire customer service representatives a message informing them of our policy, which has not changed, for our customers to contact the company that sold them the product first. If you cannot resolve the issue with the seller, then we will help take care of the customer. I sincerely apologize for the miscommunication that you received from the customer service representative.

****** has sent you a UPS label to return the rotisserie to us and your receipt from Sears. Accounting has agreed to issue a check for your purchase price of $161.71 for the rotisserie. When we see the tracking number showing that UPS has the rotisserie to be returned to Ronco, I will send the check request to accounting to issue your check. The check will be made out to ******* ***** since the bill is in that name.

Best regards,
**** ********
Ronco Client Care Manager

4/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order in February which I was told was cancelled because the payment did not clear. I never received that order. I placed an order again in March, which I did receive. Not today, 2 months later, I was charged $87 for the February order and told that shipping could not be cancelled but that I could refused the package. I work Monday-Friday from 8-6, I have no way to refuse the package that never should have been charged or shipped in the first place. Now, thanks to this company's inefficiency, I only have $25 in the back and can't wven go grocery shopping.

Desired Settlement: I expect a full refund to my account within 24 hours shipping fees included. Additionally. A call tag is to be placed on the package in order for Ronco to arrange for the return of the merchandise that should never have been sent.

Business Response: Hello ******* **** ******,

I have had to do some investigating on your issue. I apologize for the inconvenience this has caused you. Before I go through your orders, I would like to explain some of our procedures. First we are allowed by law to run the credit card up to 5 times for a product. I understand that you do not like this but for others it works very well for many different reasons. Second our policy is to ship within 4 to 6 weeks. This is to cover temporarily out of stock items or any unforeseen issues. Your orders fall within all policies.

I found you had 3 different orders. The first order was placed online and was never shipped and will never ship. The second order was placed with a customer service representative in February. Your credit card had a "Do Not Honor" designation from your credit card company. We do not know why but on the 4th time it was released by your credit card company. I think sometime during the "Do Not Honor" period you had called and our customer service representative told you that the order would not go through. You ordered again from our website thinking that the order would not ship. The order from the website was shipped right away. Due to an electronic anomaly your 2nd order was hung and finally released to ship very shortly after the 3rd order shipped.

I understand you only wanted 1 order of the Buy One Get One free and I apologize that this has created some distress for you. I will initiate your refund today. The refund has to go through our system and then it goes to your credit card company and they have to process it. This process takes time and will probably not be finished in just 24 hours. I would like to offer that you keep all four sets of knives for the inconvenience. You can give them as gifts or for family members.

Best regards,

**** ********
Ronco Customer Care Manager

Consumer Response: 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,

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

3/23/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on December 4, 2014 I called about Dec. 23 and asked If my mechindise would be hear for Christmas ? They said no there was a problem with the shipping I asked for the tracking # which is ********************** I have called them 9 times and nothing has been done that they said they were going to do. I still have not got my package nor it in being shipped as of today 1/30 2015. I have talked to two supervisers also in this time and they keep sending request to their corpite office. I have been patient and respectful and polite but I have had enough.Purchased Dec.4 2014 I called the first time Dec.23 2014 and have been calling since.The total of my order is $ 346.38

Desired Settlement: I would like to get my complete order mailed to me .This is my children's Christmas presents

Business Response: Dear *** ******,

I apologize that your order was never received, especially since it was a Christmas gift for your children. I have initiated the reship of your order. I will personally keep an eye on the order to make sure it arrives at your address. Due to the inconvenience you have experienced trying to give these to your children I will issue a refund for $73.30 which is half the shipping cost of your order. I hope this is acceptable for you and your family.

Best regards,
**** ********
***** ****** **** *******

Consumer Response: 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,

***** ******

Consumer Response:

From: ***** ****** [*********************************]
Sent: Tuesday, March 10, 2015 2:00 PM
To: info
Subject: Ronco Holdings

 

My name is ***** ****** and I Have a complaint against Ronco Holdings   #********     They did reimburse my credit account 1/2 of my shipping  but they only sent me 1/2 of my order and I am still waiting for the other half to be mailed to me. I thought it was odd that I only got half of my order so I called the post office to check and see if maybe they only gave me one package and they said they didn't have another package for me.  The post office also told me it was commom for companies to ship more than one package at a time so I patiently waited giving them the benefit of the doubt   Is there any way you could help me get the other half of my order ? I have been waiting for this order since December 4, 2014 Thank you in advance for any help you can give me.

Business Response: Hello *** ******,

I apologize that you only received 1/2 your order. We issued a full reship of your order and from the weight on the tracking information I can tell you only received 1/2 your order. But that does not tell me exactly what you are missing. Will you please tell me exactly what you are missing so that I can have it shipped again?

Once again I apologize for the shipping error.

Best regards,

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

Consumer Response: 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,

***** ******      I appoligize  I did not go back on to your web site to see this letter from Ronco   I will call **** ******** Tuesday and talk to her and tell her what I was missing..  I did not get a new E-mail from you and did not realize I was supposed to go on your web site    I am sorry I am not very good on the computer  Thank you for you time and Patience  ***** ****** 

3/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Received Ronco food dehydrator as a gift and have only used a handful of times. The trays are melting and one has completely broke in half. I have emailed their customer support multiple times and haven't got an answer. I've only had the machine 2 month and now its unusable.

Desired Settlement: I would like a set of replacement trays that are NOT going to melt when I use the machine.

Business Response: Hello *** *******,

We apologize for the delay in answering your support ticket number *****. We have been working hand to answer everyone's issues since the holidays. I will be happy to replace your defective dehydrator with a new EZ Store Dehydrator. I have entered order ******** for the replacement dehydrator. I will put your email address on the order and you should receive an email with the UPS tracking information.

Best regards,

**** ********
Ronco Client Care Manager

Consumer Response: 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,

*** *******

3/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: called in to order knives. After purchasing the single set the sales person insisted on upselling me after listening and refusing the offers for 20 minutes I finally told him I didn't want anything but this one set. He proceded to continue and I interrupted him and told him that was enough, just stop talking and send me the knives I had already purchased. He then got rude but agreed, after I got off the phone I got an email stating they were shipped, that was back on Jan 27, I followd the fedex tracking number provided and there was not info, it stated that Ronco had sent them the label. I called in and was told it was fedex system issue but being a shipper in the industry I know that it wasn't they get a label and then go to do the pick up and scan the item. Therefore the item was not given to them. I believe the sales guy intentionally delay the shipping so I asked to speak to a supervisor and they said one would call me back. When she finally called, she was rude and advised she was sorry they didn't ship when I thought they should, and I explained the process to her and advised what my thoughts were and she advised that again that she was sorry it wasn't when I thought it should be, but that it was not there issue and she was not going to apologize for it or admit they made the mistake. I asked for a supervisor and she advised she was the highest supervisor available at Ronco. She advised they that fedex had picked them up and they would arrive on 2/11 so Ronco employee intentionally delayed the shipping untill I called in to complain and then it was shipped and took approximately 5 days, like all ground shipping.

Desired Settlement: Apology from company and refund of my shipping charges.

Business Response: Hello *** *******,

I pulled your phone order and would like to apologize for the representative. They should take your answer without arguing with you. I have sent an email to the head of company that we use to receive the phone order and he assures me that he will have their compliance manager speak with the representative.

The order you placed on the phone 1/24/2015 was from a 3rd party that has no access to the shipping information. The automated upload to our system was 1/26/2015. The delay was because the 24th was a Saturday and we do not do uploads on Sunday. After the upload to our order system your order will then be uploaded to another 3rd party distribution warehouse for shipping. This was on the same Monday, January 26th. The distribution warehouse entered your order into their system and gave your order a tracking number on January 27th. I cannot tell you exactly what happened from the January 27th to February 6th but I have a real good idea and it was not intentional slowing of your order. Your order was placed in the back of a large trailer and waited for the trailer to be filled. Once the trailer is filled it is picked up by FedEx and taken to FedEx distribution center and scanned showing that they have possession. That is why we tell people this can take anywhere from 5 to 10 business days. The tracking shows all these dates and the order was received at the post office on February 11th and delivered to you on February 12th. No one intentionally delayed your order for any reason.

I will issue a refund for 1/2 the shipping for your inconvenience. The total refund will be $10.85. The breakdown of your order is as follows:

1 set 25 piece Six Star Knives     $39.99
1 set  4 free Steak Knives           $ 0.00
Shipping & Handling                   $21.70
Tax                                           $  5.09
Total                                         $66.78

Best Regards,

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

Consumer Response: 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. We will have to agree to disagree on whether the delay was intentional as i steadfastly believe it was.

Regards,

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

3/3/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a knife block and a rocker knife on 1/03/15. I received a box on the 1/15/15. All that was in the box was a pair of gloves. I have been in contact with ronco repeatedly ever since. I have sent thenon receipt affidavit back to ronco. I would really like to have the knife block and knife. But if I have to I will settle for my money back. I really feel as if I'm getting the run around from ronco. I would really appreciate this matter taken care of as soon as possible.

Desired Settlement: I would really like to have the knife block and knife. But if I have to I will settle for my money back.

Business Response: Hello *** *****,

We apologize for the delays. We have been extremely behind since the holidays in every aspect of our customer service. Your order showed to be placed on your front porch by UPS on January 13th. We sent you the Non-receipt Affidavit on January 30th. There was no mention on the affidavit for the disposition of the order. I found out on February 2nd that you wanted it replaced.

I have entered order ******** to replace the block and rocker for your order. I included 4 free steak knives to complete the 30 slot block. I have also pushed back the scheduled payment from March 10th to March 28th since you had not received the product. I entered your email address on the order and you should receive an email with the UPS tracking number when the order ships.


Best regards,

**** ********
Ronco Client Care Manager

2/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: September of 2014 I had purchased a set of knives. I fell into hard times with money so I needed to return item. I called Ronco and they told me when item arrives at my house to just return item to them. I was told by Ronco I would receive a full refund of the purchase price and shipping/handling, that was there policy "refund within 30 days guaranteed"October came and I called them and they said it was submitted and didn't go through so they sent email to return dept. November I called the second and fourth week and same answer. December I got the same answer and I called every week because they also took another $13 out of my account. Now in January I still didn't receive my refund and I was told I would get a call from there "higher up" to figure out why I didn't receive my refund. well that was over a month ago now.

Desired Settlement: I want ronco to refund my amount of $56.73 that was charged on September 7th 2014 and the charge of $13.00 in November and $13.00 in December for a total refund of $82.73 they said they would refund

Business Response: Hello *** *******,

We apologize for the delay that you encountered receiving your refund. I issued a refund on December 8th, which was deemed invalid by the accounting infrastructure. I had assumed that it went through the system and it did not. I took your issue to our accounting department who had to issue the refund through their banking software. Your transaction ID for the refund is ******************. It still takes a few days for everything to go through but you should receive it very soon.

Best regards,
**** ********
***** ****** **** *******

2/10/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a set of knives several years ago, and through the years, the knives started rusting. Under the terms of their lifetime guarantee, I sent in 9 knives and a pair of shears. I also sent in the $21.70 for shipping and handling. It cost me $13.05 to send it Certified. The tracking shows that they received the package on October 29, 2014. I called on 12/12 and spoke to *****. She said there is no package there. She would send a 'ticket' to customer service. I would get a call back in 2 days. No call came. I called back on 12/16. Spoke to ******. She said there is no record of a ticket having been sent. She would send a ticket to customer service. I would get a call back in 2 days. I called again on 12/22 and spoke to ****. He said there was no record of ticket having been sent to customer service. He would send a ticket and the knives would arrive in 2 weeks. I called again on the 1/2/15 and spoke with ***** who said there is a back up with warranty knives, and it normally takes 6 weeks to send knives, but it might take as long as 10 weeks at this time of year; she would be sure to follow up and have someone phone me in 2 days. I never received a phone call. It has now been almost 12 weeks since I sent in the knives, and have never received a phone call and never gotten my replacement knives. I have a tracking number with the USPS.

Desired Settlement: I want my replacement knives, as promised in the terms of the warranty. The knives I need are: 6 Steak knives #15 Pairing Knife #9 Chop and Serve #13 Utility Knife #17 Scissors

Business Response: Dear *** *******,

We got extremely far behind during the holidays. I have looked through all our orders that have yet to be entered and found your replacement request. I have entered order ******** and I will release it next week to ship. I will put your email address on the order so that you receive the UPS tracking for your knives. Once again we apologize for the delay.

Best regards,

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

Consumer Response: Complaint: ********

I am rejecting this response because:  I have not heard from the company again. I was informed the knives would ship this week and I would get an email with tracking information. I have not gotten that email and have to assume the knives were not sent.

Regards,

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

Business Response: Hello *** *******,

My computer was out the last half of the week and I was unable to release the order. I have released the order and included the Ronco Rocker and 4 extra steak knives to your replacements. I am sorry for the delay and hope you will like the Ronco Rocker. The UPS tracking number is ****************** it is shipping today and you should receive an email with the tracking number. You will be able to track your knives once it is in the UPS System.

Best regards,

Consumer Response: 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,

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

1/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/25/2014 I purchased an EZ-Store Rotisserie. On 1/2/2015 it would not turn on I went to Ronco Support to file a complaint received a # and have not heard from anyone. Sent an E-Mail on Ronco.com have not heard back called the number on my billing statement told I would hear back 3-5 days nothing. Called Ronco Holdings number on the packing slip left message have not heard back. As this seems to be a new item I guess the bugs aren't worked out yet. I would like a refund and a prepaid shipping label and I will return the defective item.What I don't understand is why Ronco isn't trying to resolve this, they would rather lose the future sales I may bring.

Desired Settlement: I would like a Credit back to my credit card

Business Response: Hello *** *******,

We apologize that your concerns were not addressed in a timely manner. During the holiday season all our resources are stretched past our limits. We are working to cut down the amount of time it takes to get back with our customers. To keep you from having to take the rotisserie to UPS for return please just discard as you see fit and we have refunded your original purchase price. The refund must go through our system then through your credit card system but you should receive your refund very soon. I hope one day you will try Ronco again.

Best regards,

**** ********
Ronco Client Care Manager

Consumer Response: 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,

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

1/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In June 2013 I purchased the Ronco Grill from the Home Shopping Club (HSN) on television for $87. In October it started to smoke and I called the number at the end of there brochure two times and left messages and no one responded Next I emailed them and explained my complaint. ***** ***** responded to me (in November) and asked me another question. I diid not know how to respond to this email so I sent another email to the company addressing it to her attention and giving my id # ***** and again no response. Then on November 23, 2013 I wrote a letter addressed to ***** *****, Client Care ******* at Ronco explaining every detail of my problem and giving my phone number, address and email address and asked her to get back to me. No response. Finally, I found another phone number for them and spoke with **** on 12/13, again with **** on 12/27 and finally with ***** on 12/29. All three took my info and ***** took the serial numbers from the product and told me I should expect a reply by 12/31 as to the status. All three listened to me took down my info. repeated it to me and promised to email it to ** *****. I believe after talking to ****, I received an email stating that a team was looking into it,, but that was a month ago and nothing since then. I am weary trying to get a resolution to this problem, either take it back and fix it or tell me they will not fix it in which case I will throw it away

Desired Settlement: As explained in my problem and to Ronco, please call me and let me know the status At this point I do not believe anything that they say. I have asked for a phone call numerous times and no one calls. I believe I am being taken over the coals and have said so to the people mentioned above. I believe from October I have waited long enough. And I have said I have electrical appliances in my house which have lasted for years and are still working and I find it a shame that their product only lasted five months. Either fix it or refund my $87.

Business Response: Hello *** ******,

We apologize that your emails were not responded to promptly. We got behind during the Holidays and apologize for the delay. Your concerns are important to us and we take them seriously.

I have attached a UPS call tag to this response and I will send it through our support site as well. Please print the UPS call tag, cut it out and place the portion with the bar code on the box containing the defective Ready Grill to be returned. The "Customer Receipt" is for your records to show when you returned the defective Ready Grill.

I have entered an order for a replacement New Ready Grill and asked the warehouse to ship this out today. It would be acceptable for you to wait for the New Ready Grill to arrive before you return the defective Grill. This way you can use the new box to return your defective Grill.

Once again I apologize for the delay and inconvenience.

Best regards,

**** ********
Client Care Specialist

Consumer Response: 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.

If they do not follow through I wish to refile the complaint.  They have also spelled my address wrongl  

Regards,

***** ******

1/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 14 October 2014, I sent 2 ea. parring knifes back to Ronco Cutlery Knifes (As seen on TV) for lifetime replacement along with my return postage (personal check). UPS sent my knifes certified mail to Ronco Holdings and someone at Ronco Holdings signed for my package on 20 October 2014. I've got email proof of shipment and signature in Texas from UPS. On 20 December 2014 I've both emailed and contacted Customer Service several times at ************** and was told on the phone someone would contact me. Well, it's almost the new year 2015, and I've not resolved nor heard from anyone concerning my replacement parring knifes? Would like someone to contact me from Ronco Holdings ASAP with a resolution.

Desired Settlement: Please send me one small and one large parring knife per your lifetime warranty policy states on your website. Contact me directly with a resolution ASAP.

Business Response: Hello Mr. Leclair,

During the Holiday Season (September through February) we get behind on our Knife Lifetime Warranties. I took me a while to find your paperwork and I have entered your replacement order. I will release it to ship in just a few days.

We apologize for the delay fulfilling the warranty knives.

Best regards,

**** ********
Client Care Specialist

Consumer Response: 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. I would like to wait and see if the replacement knifes are sent to me as stated in the email before I close out my complaint.  It appears on the surface that my problem is solved, the proof is in the shipment. 

I'm also impressed at the BBB's ability to resolve this matter quickly.  Thank you kindly.  I appreciate it.

Regards,

**** *******

12/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have called several times to find out why my product has not arrived then they continued to charge my debit card knowingly that I have not received my product and every time I call I am told some one will be in contact with me in 7 to10 days I order the product in oct 22 and still have not received the item then I tried to cancel the order and was told that they would email a form which I have not received yet either I have logged the times I have called and the dates as well. I would just like to be refunded all the charges that I have been charged and have no more dealings with this company.

Business Response: While looking into this claim, we discovered that the product was returned to our warehouse. We sent him an email asking if he would like the product reshipped or refunded. The customer requested a refund and it was issued before Christmas but accepted by our system on the 30th. He should have his refund very soon.

Best regards,

**** ********
Ronco Client Care Specialist

Consumer Response: 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. I am waiting to receive my refund it has been 1 week already and I still haven't received a refund yet.

Regards,

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

12/20/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: ordered 2 sets of knifes,storage blocks, extra knifes on 10/1/14. Recieved 1 block and 2 knifes set , that was missimg extra knifes ordered (rocker knifes), and 1 block on 10/10/14. Called customer service on 10/10/14, spoke with "****", was told 1 block and 2 rocker knifes would been shipped immediately. I stated them both sets were Christmas Gifts. When recieved 1 block and 2 knifes were banded together, not seperate items. I waited for shippment of 1 block and 2 rockers until 11/28/14, called customer service and spoke with"******", was told he could see it no shippment had had been sent, he would request new shippment ASAP since items were for Christmas. He also gave me direct phone #(###-###-####) I could call and check if it has been shipped and date so I could track. I called direct phone # on 12/1, was told to leave detailed message and someone would call me ASAP, recieved no call, called again 12/2 left message again, still no call. Called first customer service phone # (###-###-####) on 12/3 and spoke "*****", at this time was told I needed to fill out affidavit before anything could be done, he would email to me ,I could fill out and fax back befor anything done. Did not recieve. Called 12/4 , spoke with "****" he would request affidavit be emailed to me , but no sure I could get shippment in time for Christmas.

Desired Settlement: Expeditious shippment of 1 block and 2 rocker knifes to complete my order to arrive by Christmas, OR, pay return shippment and refund shippment I paid and cancel order. I paided $198.19 for order and shippment.

Business Response: Dear *** ********,

We apologize that your order was missing 1 each 30 slot block and 2
each Ronco Rockers. The first customer service agents you spoke with should have
explained the process we have in place for missing items. We do understand
that this happens from time to time. We are experiencing an increased
number of instances due to the Holidays with the increase of sales. We
apologize that your affidavit has taken so long to be sent. We will waive the
affidavit and reship your order from our Texas warehouse on ********. Your email
address was entered on the order to send you a UPS tracking number when it
ships.

I checked with our Client Care Representatives here at the corporate
office and we did receive your phone call but there was no message only your
phone number. It was sent back to our customer service to call you for further
information since there was no message left that would give us any indication
that it was urgent to return the call from here.

Best regards,

**** ********
Ronco Client Care Specialist

11/22/2014 Delivery Issues | Complaint Details Unavailable
11/20/2014 Problems with Product/Service | Complaint Details Unavailable
11/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I canceled the order of a knife set, did not open the knife set, took back to the us post office to be set back, I was told to send back by Ronco ( ***** ) after i called Ronco on how to send back for a refund of $158.18. All Ronco gave back as a refund was $44.90 - Ronco still owes me $113.28. I called Ronco four times with not getting any answer, talked to four different people ( *****-*****-**** and *****) and still no money back or a answer. All they say is - we will look into this for you and call you back-- From 7-10-14 to 11-6-14 and they have not called back one time. This is a Irresponsible company

Business Response: Hello Mr. *******,

We reviewed this complaint and we saw the notes where you spoke with our customer service representatives. Our normal procedure would be to send you a Non-receipt Affidavit for the items not received by us and not in your possession. Once that is signed we would refund the amount in question.

However, under these circumstances we will waive the normal procedure and issue a full refund.

Best regards,

Consumer Response: 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,

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

10/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Ronco Knive set and it was missing parts and the block is cracked. I called after I received the item to let them know and e-mailed several times. This should have been taken care of with in a week or so. not 2-3 months 1 BOGO 25 PC Knife Set W/ Inject (3 PAY) 1 - 25 PC KNIFE SET W/INJECT (*************) 2 2 Rocker/Steak Knives Bundle - Black (3 PAY) 1 - EA #23 ROCKER (*************) 1 - 4 PC STEAK KNIFE SET (*************) 1 3 30 SLOT WOODEN BLOCK - BROWN BOX 1

Desired Settlement: replace broken and missing items or full refund

Business Response: Mr. *******,

We apologize for not responding quickly. We did ship the replacement Ronco Rocker and Knife Block on October 16, 2014 via UPS. The UPS tracking number ****************** shows that it was left at your front door on October 21, 2014 @ 5:39 PM.

Best regards,

**** ********
Ronco Client Care Specialist

Consumer Response: 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.

it would have been nice to include a small token for mw waiting so long. This was a gift to someone

Regards,

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

10/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On July 16, 2014, I mailed 5 defective knives to RONCO for replacement under their lifetime warranty. The knives were signed for on July 19th according to USPS tracking. I called on Aug 25th. I was told that the replacement knives were back ordered for a while and that processing of warranty orders was done on Aug 18-19. I was told I should receive my replacement knives in about 1 week. I called again on Sept 5th and spoke to ******. She told me warranty knives will be processed on Mon, Sept 8th and shipped shortly. I should have them by Sept 17th? ****** will escalate my claim to the warranty department for them to follow up with me via email. I never received any email from Ronco. I called on Sept 18th at 5:00pm. I spoke to ****. He recorded my info in his computer and said a supervisor would call me in the morning September 19, 2014. No one ever called. I called again on Thursday Oct 2nd, 2014, Spoke to AGAIN to ******. I told her my check # **** in the amount of $15 was processed on Sept 10th, 2014. I have NOT received any knives!!!!!!! She told me my file would be ESCALATED to the warranty dept and that they should be contacting me back TODAY. I reminded ****** that she told me this same thing back on September 5th. I asked her to simply mail out a new set of knives as they have those in stock. She said she can't authorize that. .

Desired Settlement: I have been waiting 11 weeks for the promised replacement, under company warranty, of 5 of the knives that I used everyday for over 6 years. If individual replacement knives are so difficult for the company to manufacture and mail out, then RONCO should not expect their consumer to wait 11 weeks, and simply mail me a new set of knives (their retail price of which is only $39.99 and I'm sure their cost is much less!!!) The warranty department has not contacted me as promised TWICE and I am still waiting for the replacement knives that the company promises in their warranty. The customer service supervisor , ******, claims she has no authority to help me in the warranty replacement area, yet refuses to connect me to the warranty department so I can speak to someone there. I am asking to have knives in my hand no later than October 10th, 2014......... AND a refund of my $15 handling fee for being forced to wait so long for the promised knives.

Business Response: Good Afternoon,

The knives were returned in July during a time we had an unexpected absence of a staff member.  Process began on this group of warranty replacements on 9/8/14.  The customer's order was entered on 9/9/14.  On 9/10/14 the check was taken to the bank and began the 15 day check hold.  The order was released to the warehouse on 25th.  Due to shipping loads the order left the warehouse on 10/3/14.  We make no promises that the knives will be delivered in less than 6 weeks.  Standard replacement procedures were followed.  I've attached the documentation of the order, tracking, and proof of delivery.  Per customer request this were delivered no later than 10/15/14.

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am seeking to follow the proper process to replace a few knives that were purchased in 2004 under a lifetime warranty. The reason for this complaint is is to get assistance in contacting the company since it is apparent that the company does not have sufficient customer service representative's. I have made 4 phone calls and spent more than 35 min (during business hours)on hold and unable to leave a message for call back. It seems to that this is a poor attempt to avoid the company honoring the warranties they offer.

Desired Settlement: Professional response with apology and instructions for replacement of warrantied items.

Business Response: Dear Mr. *****,

We certainly apologize that you had to hold on the phone for so long without a response. I am not sure why you could not leave a message we do have a voice mail system and it it checked regularly to return calls that we could not take immediately. We have a front line customer service line ###-###-#### that can help the majority of the calls. We also have a line at the corporate office ###-###-####. Please feel free to call either lines for assistance.

The information below is to answer your question concerning the procedure to receive replacement knives under the lifetime warranty. The previous way to replace a knife was to return the actual knives. Since we purchased Ronco and technology has progressed we started accepting pictures of the defective knives. You will see both options in the information below. Once again we apologize for the experience you have had reaching our customer service representatives.

To replace damaged or broken knives, please follow either of these instructions:

1) Please send the damaged knife to

    Ronco Knife Warranty
    15505 Long Vista Dr
    Suite 250
    Austin, TX 78728

Please enclose along with the item(s); your name, the return address, and the nominal handling fee of $3.00 per item. Please note that when  replacing several items, your handling fee is capped at $21.70 which is the current shipping and handling fee of a complete cutlery set.  

We do recommend that you use “Certified Mail Delivery” option for the item(s) you are sending back. With Certified Mail™ you can be sure your article arrived at its destination with access to online delivery information. When you use Certified Mail, you receive a receipt stamped with the date of mailing and a unique article number that allows you to verify delivery online @usps.com.

For our Canada customers, please send your handling per item fee in US Funds only. Please also use the service of Canada Post using that shipping service that parallels the Certified Mail of USPS. Canada Post money orders can also be issued in US Funds for your added convenience.

In all cases, please do not enclose “cash” nor “stamps” in lieu of the handling fee.

OR

2) Please send us a picture of your damaged knife (instead of the physical knife) with the number of the knife printed on the picture to

    Ronco Knife Warranty
    15505 Long Vista Dr
    Suite 250
    Austin, TX 78728

Please enclose along with the picture(s); your name, the return address, and the nominal handling fee of $3.00 per item. Please note that when  replacing several items, your handling fee is capped at $21.70 which is the current shipping and handling fee of a complete cutlery set.  

In all cases, please do not enclose “cash” nor “stamps” in lieu of the handling fee.


Best regards,

**** ********
Client Care Specialist

6/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for the knife sets offered by Ronco. I was informed that I would receive them within 5-7 business days. It has now been 10 business days, so I contacted the company. I informed the customer service agent that I had not yet received my order. I was at that time informed that it was shipped via USPS but that the package was undeliverable. I know they have the correct address because it was verified in this call and the gift card scam they are running made it to my house within a couple of days. I then requested a refund and the customer service agent stated that they could not issue a refund until they received the package back in their warehouse. What am I supposed to do if they never receive it or claim to not receive it. I just want the order canceled and my money returned to me.

Desired Settlement: I would just like the order canceled and my debit/credit card refunded for the full amount charged (including product and shipping/handling/processing)

Business Response: Good Afternoon,

I do apologize for the confusion.  It appears that the customer spoke with our call center at 7 pm on 6/9/14, which is the close of the day.  The next call was made today (6/10/14) at 8:53 am.  The call center is not authorized to give refunds prior to the items being returned to our warehouse.  The headquarters opens at 8:30 am CST. The customer request was sent to me this morning.  I was in a meeting for the first part of the morning.


The customer's order has been refunded in full. The refund should appear in 3 to 5 business days.   Once again we apologize for the delay. 

Sincerely,

***** L *****
Head of Customer Service

5/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Ronco knives years ago which came with a guarantee of free lifetime replacement because these knives are the "best" I would never need another set of knives, etc. (infomercial purchase). Anyways, after several years of standing with Ronco, my scissors broke. For months I have been in back and forth contact to get them replaced. The Ronco customer support is quiet different when they are not taking money. Meaning, they were polite and eager to take my money but now that it is there turn to stand behind their product, the service is not up to par. After numerous back and forth emails where they attempted over and over avoid replacing my scissors, they stopped replying altogether. I have sent numerous emails asking them to respond and send my replacement, to no avail. Not only have they failed to send the product, they don't even respond to my messages anymore.

Desired Settlement: I would like my product as guaranteed. I would like a pair of replacement scissors mailed to ** * *** * ** ******** **** *****. I would also appreciate email confirmation that the product is on its way. The company needs to stand behind their guarantee. Also work on their customer service for existing consumers.

Business Response: Good Morning,

The missing shears has been shipped to the customer and they have been provided tracking.  The shears are scheduled to arrive on Saturday, May 10th. 

Best Regards,
***** * *****
****** **** ******* for Ronco

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I have not yet received the scissors however I did receive an email from Ronco stating they are coming and an apology as they switch their computer software. As long as they do arrive I am happy and will continue to support the products. I hope for a more smooth transaction in the future! Thank you! 

Regards,

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

4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the Ronco Showtime Standard Rotisserie just over a year ago , I started to have problems with it about 6 months ago . The problem I was having that at times it seemed that the product was taking a lot longer to cook items and then seem to return to normal . I called the main phone number for Ronco and I was told that this could be related to other items such as the size of meat that was being cooked , ect . I said that I doubt that was the case as I normally cook the approximately same size each time . But the product seem to return to normal so I left it at that . Then a month ago the product quit cooking meat entirely , upon closer inspection it turned out that the heating element in the upper portion of the portion of the unit had a burn mark that appeared to be consistent with an electrical short . I took photo`s of it that may be examined if necessary . However this would explain the initial problems that were beginning to occur long before the unit stopped working entirely . I called Ronco again and they said I would have to purchase a new rotisserie and said that my intial complaint was not documented and they couldn't ( more like wouldn`t ) do anything about it . I believe I took the correct steps by calling Ronco and they led me in the wrong direction ..... and now I am left with a product that doesn't work . Once again the photo`s I have are indicative of that of an electrical short that most probable existed when I bought the product . The most disturbing part is that I only used the product on an occasional basis .

Desired Settlement: Replace the product and preferable include some sort of incentive with it that would restore my faith in Ronco . Look forward to a resolution to this issue.

Business Response: Good Evening,


We have been in contact with the customer via email.  His new rotisserie is in route via UPS.  Tracking# has been provided to customer.

Sincerely,

***** *****

4/8/2014 Problems with Product/Service
4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Ronco 5270 Ez-Store Rotisserie Oven for $150.00 on 1/20/2014 as a gift for my wife, opened the box to unpack and use the new oven and noticed that the off/on switch has a hole in the bottom right corner. Registered the unit on 1/27/2014 Serial Number **** *******. called on 2/1 12:20 PM and spoke to customer service ****, told him the whole story and he said he would order us a new silver base and that the computer system is under maintenance but will forward all information to the corporate office. Called again on 2/12 3:50 PM, spoke to ***** she told us the computer system is under maintenance also and is still down and has been since Dec 2013 call back in two weeks. Called again on 2/15 at 11:15 AM, spoke to **** again and he said that all information has been forwarded to the main office. Called again on 2/26 4:05 PM and spoke to ******, still waiting for computer system to come on, please call back in two weeks, called yet again today 3/13 3:42 PM and spoke to *****, he told me I wasn't even in their system, I asked him if he found my product registration and he told me no, so I gave him all my information again and he will have someone call me in 3/4 days. This is crazy!! We have a brand new unit here and haven't even plugged the unit in because my wife feels very un safe with this hole in this switch. Please replace the unit, that's all we're asking for, this is very un safe to use.

Desired Settlement: WANT A NEW UNIT (5270) WITHOUT ANY HOLES IN THE OFF/ON SWITCH. I'll return this one but Ronco pays the shipping back to them.

Business Response: Good Afternoon,


We do apologize for the delay in sending this customer a new base.  To date a new base it in route via UPS.  Tracking #******************.  The customer has been notified via email with the tracking.


Sincerely,

***** * *****

****** **** ******* for Ronco

Consumer Response: 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,

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

3/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased online, noticed the outrageous shipping fees, an I called to cancel the order. They still debited my bank card. I have been calling for two weeks to get my money back.

Business Response: Good Afternoon,

I have attached all the necessary documentation to convey the resolution of this complaint is in the customer hands. 

On 2/**/14 an order for the knife bogo and 30 slot block was placed via our website.  On 2/**/14 the order was shipped from our facility in ******.  On 2/**/14 the customer called to say she had cancelled her order and the money was taken from her account.  I was unable to find any record of the first noted call.  The call on 2/**/14 was documented by our call center.  The customer also request a call back from a supervisor.  On 2/**/14 our call center supervisor returned the customer's call to left a message informing the customer to refuse the package.  According to ***** tracking the package was delivered to the customer on 2/**/14. 

On 2/**/14 the customer call our call center again about her package.  She was informed the package was to be refused or she must return the package.  The customer hung up on the call center.  To date the package has not been returned to our facility. 

On 2/**/14 we received the BBB complaint.  On 3/*/14 I emailed the customer informing her that we would need the products return in order to provide a credit.  I received no response.  On 3/*/14 I tried the customer again.  She did reply stating that she never received the order. I responded requesting she sign the attached non-receipt  affidavit legally stating she did not receive her order. She replied with an unsigned attachment.  I replied asking that she sign the attachment and resend. 

I have yet to receive the signed non-receipt affidavit.  We would be happy to provide the refund once the document has been signed.

Sincerely,

***** * *****

Business Response: Good Afternoon,

I have attached all the necessary documentation to convey the resolution of this complaint is in the customer hands. 

On 2/12/14 an order for the knife bogo and 30 slot block was placed via our website.  On 2/14/14 the order was shipped from our facility in Nevada.  On 2/17/14 the customer called to say she had cancelled her order and the money was taken from her account.  I was unable to find any record of the first noted call.  The call on 2/17/14 was documented by our call center.  The customer also request a call back from a supervisor.  On 2/18/14 our call center supervisor returned the customer's call to left a message informing the customer to refuse the package.  According to ***** tracking the package was delivered to the customer on 2/20/14. 

On 2/24/14 the customer call our call center again about her package.  She was informed the package was to be refused or she must return the package.  The customer hung up on the call center.  To date the package has not been returned to our facility. 

On 2/25/14 we received the BBB complaint.  On 3/5/14 I emailed the customer informing her that we would need the products return in order to provide a credit.  I received no response.  On 3/6/14 I tried the customer again.  She did reply stating that she never received the order. I responded requesting she sign the attached non-receipt  affidavit legally stating she did not receive her order. She replied with an unsigned attachment.  I replied asking that she sign the attachment and resend. 

I have yet to receive the signed non-receipt affidavit.  We would be happy to provide the refund once the document has been signed.

Sincerely,

***** * *****

Consumer Response: Complaint: *******

I am rejecting this response because:I have sent them a signed copy of the letter with no response. I have emailed him twice since I received the paper, with no response.

Regards,

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

Consumer Response: Complaint: *******

I am rejecting this response because:I have sent them a signed copy of the letter with no response. I have emailed him twice since I received the paper, with no response.

Regards,

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

Business Response: Good Afternoon,

A refund was provide in full to this customer on March **, 2014 after receipt of the resent signed non-receipt affidavit.  The customer also requested a refund for their overdraft.  An email was send on March **, 2014 requesting the customer send a bank copy showing the overdraft fee.  To date we not received the bank statement showing the overdraft. 

A copy of the refund and email communication with the customer is attached.

Sincerely,

***** *****

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

Business Response: Good Afternoon,

A refund was provide in full to this customer on March 14, 2014 after receipt of the resent signed non-receipt affidavit.  The customer also requested a refund for their overdraft.  An email was send on March 18, 2014 requesting the customer send a bank copy showing the overdraft fee.  To date we not received the bank statement showing the overdraft. 

A copy of the refund and email communication with the customer is attached.

Sincerely,

***** *****

****** **** ******* for Ronco

Consumer Response: 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,

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

Consumer Response: 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,

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

3/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Firstly, as advertised on TV the cutlery set I purchased was stainless steel. my knives do not reflect that quality. As they are now currently stained I called the company to take advantage of the lifetime no-hassle replacement as advertised. First rep I spoke with told me the system was down that day to call back in a week and they would just ship me out some new steak knives. I called back at a later date than one week and was told I need to pay three dollars a knife for return shipping. I offered to send them return packaging with pre-paid postage, and they told me that after I purchased the knife set I received the warranty info including their fee for replacement. I informed them I purchased from a TV advertisement, and heard nor saw a such clause. they responded with saying a small disclaimer at the bottom of the screen. On the call with the rep during my purchase I explicitly asked if there would be any shipping charge if I needed to replace the stainless knives that would NEVER stain according to the rep, and he replied NO. I am 42 years old and make many purchases from multiple companies, and think I know the right questions to ask. This business lied to me during the purchase call, and that is not lawful.

Desired Settlement: At no cost of shipping as it was sold to me. I understand that every company has bad apples, and that some companies train their apples to be rotten. I have not determined which of the two this company is, but in fairness I would be willing to pay the POSTAL fee both ways. To my local post office and include a way to return the knives to me at no cost to them, not three dollars a knife up to seven knives.

Business Response: Good Afternoon,

We have been in correspondence with this customer via email since March *, 2014.  We have sent him a full 30 pc knife set free of cost.  The tracking has been provided to the customer. 

Sincerely,

***** * *****

3/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: A set of knives had been returned to this company for "lifetime guarantee" replacements. The knives had been confirmed to have been delivered to RONCO on Dec. 19, 2013 per the United States Postal Service. After several weeks and several calls to RONCO, the claim is that the "Systems have been down" and "Your call will be expedited and you will receive a call back." I called again this afternoon and received the same response. No supervisor is available at anytime to discuss this matter with AND they will not provide a phone number for the customer to call corporate themselves. I am HIGHLY disappointed in this transaction and would like a resolution.

Desired Settlement: I would like a replacement of the knives or at least a full refund for the cost of the knives as they were "lifetime guaranteed."Thank you for your attention to this matter.

Business Response: Good Afternoon,

Per our previous emails including the tracking number, the replacements arrived on 3/11/14. 

Sincerely,

***** * *****

Consumer Response: 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,

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

1/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on 1/21/14 for a product from this company. The product was advertised to be billed at 5 payments of $19.95 plus shipping and handling. Once I submitted all the information for shipping and billing, the order confirmation came via email and showed that the entire purchase price would be billed to my credit card. I promptly tried to contact the Ronco customer service via email and submitted a request for clarification on my order. I was given a request number. I have since tried to go to their website and check on the status of my request and it states that a certain person is processing my request. In another location on the website, I clicked on the request number given to me by Ronco to check, once again, the status, and it states that I do not have access to the request, it may have been solved or deleted. I have called Ronco's toll free number to speak to customer service twice and no one can access the system to let me know what the status is on my order. I have been told the system is being upgraded and should be functional around Feb. 1st. No one seems to know anything about my order.

Desired Settlement: I would like to know what is going on with my order. I have a hard time believing that no one can find out anything. At this point, I do not wish for the order to be processed. My credit card, at this point, has not been charged. I am unsatisfied with how I have been responded to. I also am unsatisfied with the false advertising on the website, when the order confirmation shows the total cost being billed to my credit card. If Ronco wants to send the item order to me at no charge, that would be fine. Otherwise, I will not order again or recommend anyone else to do so.

Business Response: ******* **** *******
**** ******** ** **** ***
Fort Collins , CO 80525

Case ID *******

Dear Mr. *******,

We apologize for the error on our website.

We have been working to transfer shipping from a warehouse in California to a warehouse in Arizona and during the process we had to remove the five pay option. This option was removed from the payment portion but was overlooked by our web designers in the body of the web page.

As you have requested, your order was cancelled and your credit card has not been charged.

I have attached documentation from the new warehouse showing your card has not been charged.
 

Best regards,

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

Client Care Specialist

Consumer Response: 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,

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

1/3/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: after 6 weeks Ronco Holdings has yet to ship my order, I have had no delivery as yet!

Desired Settlement: notify me as to the status of my order,ship it to me immediately or fully refund my money!

Business Response: *********** *****
* ********* *****
Roosevelt , NY 11575

Daytime Phone: ###-###-####
Evening Phone: ###-###-####

E-mail: ********@hotmail.com

Dear Mr. *****,

I apologize for the inconvenience. I have looked up your order and found that the original order *********** dated 11.11.2013 showed to be shipped via ***** Smart Post with a tracking number of ********************. When I tracked the package it shows the number was initiated but ***** must not have received the package. You must have called our customer service line because they entered a no charge order ***********. This order shows to have shipped via ***** Smart Post with the tracking number of ********************. Unfortunately this order shows the same as your first order; it was initiated but not received by *****. Therefore, both orders were never received.
 
While you were waiting for your order we did an inventory audit which revealed the items you ordered to be out of stock. Since the Professional Model 6000 was discontinued we will not be manufacturing additional accessories.

We will gladly refund the amount that was charged to your credit card. We will send you a check to the address show above. Please advise us as soon as possible if you require your check to be sent to a different location.

Best regards,

**** ********
Client Care Specialist
Ronco Holdings, Inc.

Consumer Response: 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,

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

9/25/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: ON 8/*/13 I MAILED MY "LIFETIME GUARANTEE" DAMAGED ITEMS FOR REPLACEMENT ALONG WITH TWO CHECKS TO COVER S&H. I HAVE MADE ATLEAST 15 CALLS IN THE LAST MONTH. THE FIRST TOLL FREE NUMBER HAS TOLD ME TWO DIFFERENT DATES THAT MY ITEMS WERE SHIPPED AND I NEVER RECEIVED THEM. THEY FINALLY REFERRED ME TO CALL THE TEXAS WAREHOUSE BECAUSE IT WAS OUT OF THEIR HANDS. I HAVE CALLED THE TEXAS WAREHOUSE, THERE IS NO HUMAN TO TALK TO, ONLY A MESSAGE TO LEAVE A VOICEMAIL AND THEY WILL RETURN THE CALL ASAP. I HAVE LEFT 3 SEPARATE VOICEMAILS ONCE A WEEK FOR THE LAST THREE WEEKS AND NO ONE RETURNS MY CALL. I FINALLY CALLED BACK TO THE FIRST TOLL FREE RONCO NUMBER AND WAS TOLD TO START EMAILING INSTEAD OF CALLING.....REALLY?? ON 09/** I TALKED TO A ******** , SHE TOLD ME ITEMS WERE SHIPPED ON THE *** FROM ******. TODAY IS THE **** AND STILL NOTHING. AND BY THE WAY A MAN NAMED **** FROM THE SAME NUMBER ORIGINALLY HAD TOLD ME MY ITEMS WOULD BE SHIPPED WAY BACK ON 08/** AS SOON AS MY $2.50 CHECKS CLEARED THE BANK..........NEVER GOT THE ITEMS THEN EITHER. I ALSO WENT ON THEIR ******** WEBSITE AND MADE A STATEMENT ABOUT THEIR "LIFETIME GUARANTEE" WAS QUESTIONABLE AND THEIR CUSTOMER SERVICE WAS HORRIBLE, THEY DELETED MY COMMENT AND BLOCKED ME FROM MAKING ANY MORE NEGATIVE REMARKS, BUT NEVER BOTHERED TO RESPOND TO ME. I WANT MY ITEMS AND TURNING THIS CLAIM IN IS MY LAST RESORT.

Business Response: Good Afternoon,

There was a delay in shipping the customer's two knife replacements.  The order has been shipped and received as of 9/**/13 @ **** ** to the customer's front door located at **** **** *** ** ***** ***** ** ******  *** ******** * *******************

Please let us know if further assistance is needed.

Sincerely,

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

Consumer Response: 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. I just find it quite sad that I tried to resolve this problem on my own for over a month with ZERO response from this company at ANY phone number at ANY time. I feel that it is such a "coincidence" that my items were sent via UPS  to me approximately 3 hours after the BBB forwarded my complaint to Ronco. It wouldn't have had to come to this if SOMEONE from Ronco would have had the courtesy to contact me after many requests. I feel it is such a shame to come to this measure to get results. I urge Ronco to improve their customer relations in ******, Texas and maybe there won't be a further list of complaints with the BBB.

Regards,

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

6/10/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: RONCO advertised, on television, a set of knives at a given price, with an incentive of an extra set of knives free of charge (except for the shipping fee for the additional set). The product was ordered on January 11th, 2013, amounting to US$194.14, nearly five times the advertised price. That amount was posted to my credit card account three days later, January 14th, 2013. After about two months of waiting, I contacted a RONCO representative, who informed me the order was not for the knife sets, but for wooden knife holders, which I absolutely do not need and would not have ordered in any event. Nonetheless, corrective measures were to be taken, including a rebate to my credit card account for the overcharge and delivery of the two knife sets. Weeks later, with no delivery in sight, I called again and was made the same promises. This leads me to believe no action was taken to correct the earlier situation because I went through the entire verbal process again, with the same end result - no delivery, no rebate. Today, I went through the same nonsense and decided enough is enough. Time to take action.

Desired Settlement: In addition to delivery of the items, I expect a direct rebate, in cash, by cheque or money order to my home address. I'm not trying to exploit this situation for my own benefit; I just want what was ordered - now! In truth, though, this company deserves to be recognised for its inability or unwillingness to comply with what amounts to the terms of a contract, as well as its apparent inability or unwillingness to communicate.

Business Response: Hello Mr. ******,

I apologize that we have not been able to deliver the product that you ordered. We also apologize that you were charged for something that you did not order and I can refund the cost of the blocks to your credit card.

As for the knife sets you did order; we have tried twice to ship them to you. The first time was January 14th and the product was returned by the carrier to our warehouse on January 22nd. The second time was shipped around May 15th and returned to the same warehouse on May 27th. The warehouse manager has stipulated that we will only try to deliver to the same address twice. Therefore, I would need a different address to try and reship your knives again or I can refund the entire purchase price to the credit card you purchased the products with.

Please let me know which option you would like. If you want us to try and reship please give us a different address to ship the product.

Once again I apologize for the issues you have had.

Best regards,

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

Consumer Response:
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,

***** ******




















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