ComplaintsforInstant Pot Company
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Complaint Details
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Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
January 22 bought a Insta pot 6 quart air fryer. tried using it for six weeks to try to get the smell out of it. It has a chemical smell to it that does not get better. I was afraid I was subjecting my family to some kind of paint chemical smell and I was afraid to continue to use it a lot of reviews that you cannot get the chemical smell out of it My concern is to other families that may have the same problem with this particular machine. I have contacted the company with no results.. Someone should really do a chemical analysis of this product just to make sure it is acceptable in the United States.. I payBusiness response
08/03/2024
Hello ***,
We have reviewed the complaint and support case with our team and will be reaching out to offer a product replacement or a refund option in the form of a gift card to this customer. We would like to resolve this matter to their satisfaction and get them back to cooking as soon as possible.
Regards,
Instant Brands SupportInitial Complaint
27/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
To whom this may concern: I am making a complaint because I purchased Instant 8qt Vortex™ Plus Dual ClearCook, Stainless-Steel on March 30, 2022 from William Sonoma. It has been great but recently it started to not work and not properly air fry my food. This is very disturbing being that I only had the air fryer for less than a year before it stopped working properly. I expected more from this company and brand air fryer.Business response
01/05/2023
Hello ***,
We have reviewed the complaint with our team and will be reaching out to offer a replacement to this customer. Even though they are outside our warranty timeframe, we would like to resolve this matter to their satisfaction and get them back to cooking as soon as possible. We simply require an image of the silver sticker found on the back of the appliance for warranty purposes and once received we process an order for them. Once the replacement has been shipped, they will receive their new Instant Pot within 3-7 business days.
Regards,
Instant Brands SupportInitial Complaint
24/04/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I bought one oy ur air fryer it was 159 99 the next day it was 89 99 I have not recived it yet but would like to cancel the 159 99 and reorder the 89 99 please as I’m 82 and it’s a lot of different pleaseBusiness response
01/05/2023
Hello ***,
We have reviewed the complaint with our team and will be reaching out to price match to $89.99. We simply require an order number and for the order to have been purchased directly from our online store. Once received, our team will process the $70 difference refund and the customer will see it reflected on their account with 3-10 business days.
Regards,
Instant Brands SupportInitial Complaint
11/02/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased an Instant pot duo crisp 8 quart pressure cooker/air fryer in November of 2020. In early November of 2022 I noticed a metallic taste to the food I cooked in it and then noticed that the protective coating on the bottom of the pressure cooker had peeled in several places. I sent an email to Instant pot’s support along with a photo of the damage and of the serial number, and the original receipt. About two weeks later I received a response asking for the photo, serial number and receipt. I sent it again, and received a brief email saying my instant pot was out of warranty and giving me a discount code, but with no explanation as to whether the damage was likely to contaminate food or what had caused it. The discount code did not work when I tried to buy a replacement. I emailed again, and was given the same non-working discount code. The fact that the food cooked in the instant pot tastes metallic and the interior is peeling seems dangerous to me and that was not addressed at all.Business response
16/02/2023
Hello ***,
We have reviewed the complaint and support case with our team. We have reached out to offer a goodwill product replacement. Even though they are outside our warranty timeframe, we would like to resolve this matter to their satisfaction and get them back to cooking as soon as possible. Once the replacement has been shipped, they will receive their new Instant Pot within 5-7 business days.
Regards,Initial Complaint
07/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Received an instant pot pro 80 as a gift. ****** ****** ***************. I’m not able to find the customer service number for instant pot. All I can find is a .au website. Cooker is no longer coming up to pressure. I’d like to get a replacementBusiness response
09/12/2022
Hello ***,
We have reviewed the complaint and have created support case #********. Our team will be reaching out requesting some additional information from the back of the consumer's Instant Pot as part of our warranty process. Once received, we will happily get a replacement to this customer. We would like to resolve this matter to their satisfaction and get them back to cooking as soon as possible. If preferred, we can be reached at ************** from Monday - Thursday, 09:00 AM to 04:00 PM EST.
Regards,Initial Complaint
20/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Instant pot vortex oven - Product stopped working suddenly , I called two days ago and they told me they could do nothing . I even requested to speak to a manager and they assured me someone would call me back and no one ever did. They told me they would not replace the product but product was under warranty still.Business response
21/10/2022
Hello ***,
We have reviewed the complaint and support case with our team and will be reaching out to offer a goodwill product replacement to this customer. Even though they are outside of our warranty timeframe, we would like to resolve this matter to their satisfaction and get them back to cooking as soon as possible. Once the replacement has been shipped, they will receive their new Instant Pot within 5-7 business days.
Regards,Customer response
21/10/2022
****** ******** *******
I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
10/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought instant pot and stopped working all of a sudden after the warranty was expired. The company refused to do anything ( Case ********) They said it is out of warranty and they can not do anything This product if it is going to stop working after 1 year then it is useless and in fact they time their warranty for one year so you buy new one. The product stopped working all of a sudden. It is just not my fault that means there is a problem in the manufactureBusiness response
21/09/2022
Hello ***,
We have reviewed the complaint and support case with our team and have reached out to notify them that we are sending a goodwill product replacement to this customer. Even though they are outside of our warranty timeframe, we would like to resolve this matter to their satisfaction and get them back to cooking as soon as possible. Once the replacement has been shipped, they will receive their new Vortex Air Fryer within 5-7 business days.
Regards,Customer response
21/09/2022
****** ******** *******
I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
23/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Immediately out of the box the instant pot coffee maker does not work properly. It dispenses the incorrect amount of water for coffee. And I get left with a quarter cup of brewed coffee and a used coffee pod. This happens about 30 percent of the time /at random. Water level is always adequate when it happens. I attempted to seek assistance directly from the company. However they are demanding I achieve a video of the malfunction happening. Which is Ludacris to ask customer to sit in front of a coffee maker and record every coffee brew until happens. Never in my life have I had a biz ask me to do something like that.Business response
24/08/2022
Hello ***,
We have reviewed the complaint and support case with our team and have reached out with the following steps to proceed with a replacement product for this customer. For quality assurance purposes, we require the information from the bottom of their appliance, which includes the serial number and model information. Once received, we will process a replacement Pod coffee maker or suitable solution and get them back to brewing.
Regards,Customer response
25/08/2022
****** ******** *******
I have reviewed the response, and received an email from a supervisor. I will proceed with sending pics of the sn etc . Providing an exchange of the machine is made. I am satisfied
Sincerely,
**** * ********
Initial Complaint
14/03/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 1/9/2022 I submitted a support request to ***************************** regarding a broken handle on the fryer basket of my newly received (for Christmas) Instant Brands 4 quart Vortex air fryer. I provided information requested by Instant Brands Customer Care representative, Dannon, regarding the damage, including photos, a receipt, and contact phone number. I received notification that my replacement package shipped on 1/18/22. On 1/26 I received notice from *** (Tracking #******************) that my shipment had a missing or incorrect suite number in Philadelphia.(I live in New Jersey). On 1/27 I received notice from *** that the shipment had been damaged in transit and that they would notify shipper. *** indicated that all merchandise was missing and an empty carton had been discarded. On 1/31, *** indicated that the shipment was "on the way" & there has been no update to the *** tracking since then. Since then I have sent emails requesting a status update or claim resolution on 2/2/22, 2/5/22, 2/9/22, 2/12/22. 2/20/22, 2/28/22 and 3/13/22. I have received no response, no resolution, and no communication from Instant Brands since 2/13/22. I still have an air fryer with a broken handle, no replacement and no suggestion for a resolution to the lost/damaged package. I would like a replacement basket for the damaged one.Business response
14/03/2022
***** ****
Our team has reviewed the complaint and support case. Our goal is to get ********* back in the kitchen as soon as possible, and we have processed an expedited replacement. Once the order has been shipped, they will receive an email with the tracking link included. The new order will consist of an air fryer basket and an additional one as a thank you for their patience.
Regards,
Instant Brands SupportCustomer response
14/03/2022
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* *****Initial Complaint
14/12/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I made a purchased on December 6 of the Instant Pot Star Wars R2D2 edition. The website listed the item for $59.99 and I used a valid coupon that brought the price down to $35.99. My credit card was charged. I waited 7 days and the order was canceled without my consent. I emailed customer service and James pretty much told me that my order was wrong because I used a coupon code. THIS IS UNACCEPTABLE. I told James that it was my right as a consumer to purchase the item as advertised on the website. I further elaborated that the site also accepted the coupon. It was advertised for $59.99 and I used a coupon that brought it down to $35.99. This was clearly listed on the site and James told me that the price was a mistake. I politely asked him to honor the price because your company did advertise it. He denied me twice. I mentioned this was “FALSE ADVERTISE” and he still denied my request to get the item shipped out.Business response
14/12/2021
***** ****
We have reviewed the complaint and support case with our team. We recently discovered a technical pricing error on the Instant Home online store, which impacted their order. We have since cancelled their order, notified the customer and issued a refund.We want to resolve this matter to their satisfaction, and we will offer a discount on a future purchase from our online store. In addition for their continued loyalty will be offering a curtesy accessory.
Regards,
Instant Brands SupportCustomer response
15/12/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** **** *****
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Customer Complaints Summary
20 total complaints in the last 3 years.
6 complaints closed in the last 12 months.