Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Elite Gourmet bread maker, who is owned by **********, from Kohls. It came to me damaged and returned and received another from Kohls. The second one malfunctioned after 4-5 uses and fell off my counter during use due to it moving violently. It broke into pieces. I reached out to ***** and they told me to reach out to Elite Gourmet since it was a malfunction. I reached out to them via their support link on their website. I submitted a video of the bread make malfunctioning when I reached out. After explaining the issue and being told to reach out to kohls for an exchange again and then being told to make another video using the bread maker. I told them again it was broken. They said they could send another once I send them photos of the cord cut. They included an instruction list which I will attach below. The instructions recommend cutting the cord at the base and taking many photos. Due to the base of the cord being thicker than the rest the scissors I have wont cut that close. I cut about 2.5in from the base. I took many angled photos and submitted them. They said they cannot accept those photos because I didnt cut at the base. I told them about my scissors and they want me to purchase wire cutters or they will not send a replacement bread maker. They only way they will send one is if I pay to ship them item at my own expense which is the same as what I paid for the bread maker.

  Customer Answer

  Date: 05/04/2023

  **** **************** **********, ** *****

  Business Response

  Date: 05/04/2023

  Hello,
  
  I do apologize for any inconvenience this may have caused.  Our policy does require the units power cord to be cut properly.  All were requesting is to cut close to the Strain Relief (this is where the cord exits from the body of the electrical appliance).  Once the photo is received and verified, we will ask to dispose/recycle the item.  The claim will be finalized, and the replacement bread maker will be processed.
  
  Again, I apologize!

  Customer ************ Team

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20019607
  
  I am rejecting this response because:

  I have told them many times that my scissors cannot cut that close. However I did cut the cord 2-3in near the base. I sent in all the photos. The item cannot be used or repaired as it was broken before I sent them the request. I cannot afford wire cutters to cut at the base. The instructions say recommended not required. If they need, I can also send photos of the lid unattached.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/04/2023

  Hello,

  The photo of the requested procedure can be emailed at your earliest convenience, you may use regular scissors as many do.  A courtsey replacement was approved, the item was not a manufacture defect.  The issue you had is usually caused by the dough being too heavy and the mixing is causing the dough to hit one side every time it rotates. 

   

  Customer Service Team

  
  
  

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an Elite Gourmet Slow Cooker on Black Friday in 2022. Due to the holidays and not needing to use the product right away, we haven't opened the product until a few weeks ago for St. Patrick's **** When we opened the box and got the product out, we noticed a very visible crack and chip on the inside of the inside bowl of the slow cooker where the food would make contact. We submitted a support request with the company to ask for a replacement. The representative told us that their warranty does not cover any cosmetic damage. I've told her many times that this is not a cosmetic damage because the crack is on the inside of the bowl where the food would make contact. If we cook with it, it may introduce foreign object into our food. This product is not usable, and I've demanded replacement. However, the company will not replace it because I didn't open the box within 30 days of purchase, and their limited one-year warranty only covers electrical of the unit. It's unacceptable to sell consumers products that are defective and not warrant for the usability of the product. The inner pot is an essential piece of this product, and it's not even covered under the one-year warranty. Would you please help me get a replacement of the product? Thank you!

  Business Response

  Date: 04/13/2023

  Hello,

  Thank you for the information,  I do apologize for any inconvenience this *** have caused.  All our products have a 1-year warranty period that covers the product's electrical and ******************. The warranty does not cover damages like cracked or broken plastic/glass,scratched/dented inner pots damages that *** have been caused by shipping or during use.  If a product is received with damages and or missing parts, it is highly recommended to immediately contact the retailer or manufacturer of the item within their 30-day return policy and return it with them to get a refund or an exchange. Although we cant replace the part free of cost, we have offered our customer a discount on a new inner pot.
  
  Again, I do apologize!
  

  Customer Care Team

   
  

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19919751
  
  I am rejecting this response because:

  I understand the business warranty policy.  However, it is not a very good business practice to sell consumer products that they can't use and not warrant to replace the defective part for free.  I understand the one-year warranty covers the electrical part of the unit.  However, the inner pot is an essential part of this product.  If the inside of the inner pot is defective, the consumers will not be able to use the product as that's where the food will make contact.  I highly suggest the business to re-evaluate your warranty policy, and offer consumer products they can actually use.  We will be sure to return this back to ******, and will not be purchasing another Elite Gourmet product again.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/14/2023

  Hello,

  Were sorry to hear your expectations were not met and assure you we take your concerns seriously. Thank you for your feedback, we are always looking for opportunities to improve.

  Best regards,

  Customer Service Team

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a Deep Fryer via the Amazon website made by this merchant. I notified them that the basket was defective, causing my contents to spill and some not cooking properly. They sent me a basket handle but not the basket, even though the mailing envelope stated a basket was included. I tried to use the item again this week and my food spilled out of the basket due the basket not sitting flat in the fryer. When I contacted the company previously about this and sent them a picture of the crooked basket; the agent told me this is how the basket was supposed to be. I own many fryers and the baskets sit flat in the fryer. I have attached a picture of the defective item. Company has not been willing to give me a refund because the item is trash and hazardous to use.

  Business Response

  Date: 03/28/2023

  Hello,

  On 11/21/22, *************************** contacting us stating the fryer basket did not sit flat in cooking well.  In reviewing the information and photo the basket shown is normal and not defective.

  We also recommended cooking tips:

  The oil ***** should always be between the MIN and MAX ***** of the Oil Tank.
  Do not overfill the basket. Reduce the quantity for frozen foods.
  Slowly lower basket of food into hot oil. Plunging the basket too quickly into the oil may cause it to overflow.
  Secure Lid by placing on top of ***************, ensuring that the 2 small slots align with the tines of *************** handle.
  When food has finished frying, remove the lid. Lift the basket up slowly out of the hot oil and place the basket on the drain support located on the back of the fry basket.
  After the excess oil has drained, place the food on a paper towel lined baking sheet absorb excess oil. 

  As a courtsey a replacement basket and handle was shipped on 11/25/22 with *** tracking **** **** **** **** **** 74.

  Thank you!

   

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19509978
  
  I am rejecting this response because: There was only a handle sent in November even though the company labeled the package --basket and handle. They should contact the packer who sent this. Additionally, I have owned many fryers and all of the baskets sit flat in the well of the fryer, even without food in them. I don't need cooking tips from this business. The company is not honoring their 1 year warranty and that matter will be addressed further with an enforcement agency.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/29/2023

  Hello,

  I do apologize for any inconvenience this may have caused and understand your concerns.  A second replacment basket and handle will be mailed out ASAP.  ******************** Team Member prevously assisting you will email you directly providing a **** tracking number, tomorrow by the end of the day.  Please allow **** days for the items to arrive.

  Again, I do apologize.

   

  Customer Team Member: Ruby  

   

  Customer Answer

  Date: 03/30/2023

   
  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 the business does not honor the resolution placed forward, I will ask for case to be reopened. At this time, I will in good faith accept the resolution of them sending me a basket and the handle which did not occur with the first replacement.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/06/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Maxi-***** *** is a US organization associated with the company Maxi-***** in *****. I had purchased a air fryer from Maxi-***** through Amazon. Within three months of use, the fan and the heating components of the unit stopped working while the cook time counter continues to work. After filing for the warranty on the product, I was contacted be ****** of Maxi-***** ***. ******* asked me to generate a video showing how the unit does not work and also showing the model and the unit serial number. Part of the email states "For us to better assist, could you please provide a short video showing the problem so we can check on what needs to be replaced. We will also need clear photo of silver label underneath/behind unit and a clear copy of the receipt/invoice showing ALL order details. (All information are required)" There are two issues regarding the request: (1) The request involves exposing the consumer's home environment, an invasion of the consumer's privacy. The company should just have the unit sent back through Amazon as is the standard process for units under warranty. (2) *********** is requiring the consumer to perform the diagnostics that would determine which parts would be replaced, according to ******'s email. The expressed process sounds ludicrous for a manufacturer. (3) If the Company is intending to send replacement parts to the consumer, the unit is completely enclosed. Opening the unit would void warranty by industry's standards and could potentially cause harm to consumer's health and safety such as electrocution. In summary, the Company warranty fulfillment process deviates from the industry standard practices in its violation of consumer privacy, standard process of replacing the malfunctioning small electronic unit, ludicrous repair technical standards and processes, as well as potential harm to consumer's health and safety.

  Business Response

  Date: 12/07/2022

  Hello,
  
  ****** has received all the information requested and has proccessed a replacement.
  
  Thank you!

  Customer Answer

  Date: 12/17/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The business provided a replacement unit.

• Initial Complaint

  Date:10/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried contacting them based on one of their toaster ovens having an issue with their indicator and the ink being faulty. I purchased the unit in February and by summer with cleaning only with natural products and careful (you can see how clean my unit is) and using sparingly...I could literally WIPE the "ink" off of the indicators. They are much worse than they were at that time, the top one being 1/2 way off. Ridiculous for trying to use to cook. I wrote on their website as it indicated and heard nothing back, so I called weeks later. Finally was helped by ************ who wrote me an email and I proceeded with sending pictures and videos. It's been 3 months of back and forth and weeks of nothing...I've heard nothing back at all since mid September. They just disappeared and didn't even give me the respect of letting me know they didn't want to deal with their warranty (which is clearly trash). The process, customer service and warranty are terrible and I don't even have the opportunity of seeing if this one was just faulty in order to comment on the product. But definitely got the feeling their don't care about their customers based on my experience.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/27) */
  Hello,
  
  I do apologize for any inconvenience this may have caused, Unfortunately, the warranty does not apply.
  
  It's recommended not use steel wool scouring pads, abrasive cleaners to clean the exterior, as all of these methods may damage the exterior coating. Wipe the outer exterior with a soft, damp cloth and wiped dry with a paper or cloth towel. (The letters can be rubbed off by using incorrect cleaning products)
  
  Refer to the user manual "CLEANING & MAINTENANCE" for further instruction, if needed.
  
  Again, I do apologize.
  
  Thank you!
  
  
  Consumer Response /* (3000, 7, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never use any abrasive products, I only use natural products based off of my own lifestyle which is vegan and I have highly sensitive skin. I mentioned this in all of my original emails and back-and-forth with ******. I followed ALL instructions on cleaning and my unit looks like it's otherwise brand new other than all of the lettering coming off. This is a product QUALITY issue. I wouldn't have even bothered reaching out if I had been scrubbing it and scratching the paint. You can tell by the videos and the pictures that I sent but none of that is the case. The paint is perfect!
  
  
  Business Response /* (4000, 9, 2022/11/03) */
  Hello,
  
  Again, I do apologize for any inconvenience this may have caused. Unfortunately, the warranty does not apply.
  
  (The letters can be rubbed off by using incorrect cleaning products).
  
  We sincerely apologize!

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In two separate orders through Amazon.com I purchased (each time) an Elite Gourmet 4 quart "Old Fashioned Electric Ice Cream Maker" model ******** made by Maxi-Matic. One was purchased on July 29th, 2022, the other on September 2nd, 2022. The first arrived with a broken "blending spatula". The second one the same part broke the first time I used the product. I contacted the company via their website on the very day the 2nd one came and broke, September 7, 2022, including attaching photos of the part. On the 12th I received a response from "********." via email writing:
  "Thank you for contacting us. We're sorry to hear that
  
  For us to better assist, please provide a copy of the receipt/invoice showing ALL order details and clear picture of silver label underneath/behind unit.
  
  We look forward to your response."
  
  I did as requested and sent an email with jpeg attachments on the 13th.
  
  I never heard a word back. I did return one of the two to Amazon as my family doesn't need two useless machines.
  As I stated I never received any further responses to instruct me how to obtain a replacement part. There is nowhere on their website showing to how get replacement parts.
  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Hello,
  
  We do apologize for any inconvience this may have caused. In checking with are team member, we have not received a reply with the requested information needed for the replacement part.
  
  An email will be resent from ****** to further assist.
  
  Thank you!
  
  
  Consumer Response /* (3000, 7, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I sent (twice! Once on their webpage link and again on an email to "******", exactly what they asked for: The receipt, a photo of the broken part, and the model number photo label off of the machine). I don't understand why they want the exact same thing for a third time. If they won't tell me how to get a replacement part they just need to say so. I have never dealt with a company who makes the consumer jump through the same hoop over and over again like Maxi-Matic.
  
  
  Business Response /* (4000, 9, 2022/10/14) */
  Hello,
  
  Per ******, she has been in contact with ****. The replacement part has been processed and has shipped with USPS tracking number: ***************************
  
  I do apologize for any inconvience this may have caused.
  
  Thank you!
  Customer Care Team
  
  
  Consumer Response /* (2000, 11, 2022/10/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  A replacement part was received on 10-18-2022. Thank you for your assistance, BBB. I do not believe this issue would have been resolved without the BBB's involvement.

• Initial Complaint

  Date:08/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I completed, submitted and sent money for a replacement coffee carafe for my Maxi-Matic Coffee Maker on 7/14/22. I received an email on 7/15/22 stating my order was received, placed and I should expect my product within 7-10 days. I sent an email to the support team on 7/30/22 requesting status on my order. No response. On 8/3/22 I sent another email requesting status on my order,again no response. My 3rd email was sent on 8/13/22, stating I'm not asking for a refund I just want my product I paid for. Today 8/17/22 I am still not getting any assistance.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Hello,
  
  The order was received on 07/15/22 and processed on 07/21/22. The part shipped with **** tracking number
  ****************************
  
  We have provided tracking information to the customer, along with **** email confirmation.
  
  The tracking history shows delivered to the address provided on 07/27/22 at 11:31am (Delivered, Parcel Locker).
  
  
  I have attached the tracking history for reference.
  
  All information was provided to Ronetta Thomas
  
  
  Consumer Response /* (3000, 7, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They provided a tracking number but I still didn't receive my order. I think as a business they should find out what happened to their product. I paid for it and I have nothing to show for it. I wasn't asking for a refund I just wanted what I paid for. This is not my fault that someone dropped the ball and I shouldn't have to pay for it. I don't have money to just give away. As a courtesy they should want to help.
  
  
  Business Response /* (4000, 9, 2022/08/29) */
  Hello,
  
  The part was shipped to the address provided by the customer. Per my previous attachment notification from **** tracking history. The package was delivered, parcel locker. The customer will need to contact parcel locker in there facility complex/appartment/condo, etc. on their end. That is something we are not able to do.
  
  We will contact the customer directly to provide further information for a refund.