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:07/20/2025

  Type:Service or Repair 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 have contacted Bartesian multiple times about the bottles either evaporating or leaking. All of the alcohol seems to leak or evaporate from the machine when not in use. Each time I am told to clean the bottles, tighten them, purchase new ones, etc. While this is a quick fix, it's not a permanent fix. I contacted them again after the 6th time this happened, and I get the same response. After doing some research, it seems this is a known problem, and not just a one off. Multiple people have had issues with the machine itself, as demonstrated below. The design is not good and due to the fact that bottles need to be upside down, they leak. I decided to fill my bottles and leave them for a month outside the machine to see if they leaked. And they did not. It is the machine itself that is defective and has been defective, and I'd like a replacement. Examples of others: *********************************************************************************************** TikTok - Make Your Day TikTok - Make Your Day ********************************************************************************* *********************************************************************************************************************************** They should have recalled the machine and fixed it, regardless of warranty status. Thanks in advance for looking into this. 

  Business Response

  Date: 07/23/2025

  Hello ***,

  Thank you for your message. We're sorry you're having issues with your Bartesian bottles. With the minerals, sugars, and additives in the water and spirits, we do recommend regular cleaning of the Bartesian machines and bottles to ensure there is no buildup that may impact the use of the machine. Failure to do so may impact the duckbill valve in the bottles and the other functions of the machine. We do see you reached out to our Hardware support team that provided detailed instructions as well as the user guide to assist in this type of maintenance. 
  
  According to your messages we did not have a receipt for the Bartesian, and in the absence of a sales receipt, we must use the series code located on the product to determine when the product was manufactured. This does indicate your Bartesian is outside of the warranty, which limits our Hardware team's ability to assist further. Should you have the receipt for the machine within the 1-year warranty, we can get this resubmitted to our hardware team under the warranty. 
  
  Of course, we do have replacement bottles on our site, as well as other offers for bundles and discounts should you wish to purchase another machine. We appreciate your patience, and please let us know if you have any further questions. 
  
  Regards,
  
  *****

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23628031
  
  I am rejecting this response because: they are still trying to say its the bottles and not the machine itself. The machine is defective. They have offered no solution to repair or replaces the machine was also a gift as well, so I do not have the receipt.
  

  They have also not addressed the fact that multiple users have experienced the same issue as Ive shown, without being rectified. If the machine was not $400, I would replace it, but due to the expense of this product and poor design, they should be held accountable.

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

  Business Response

  Date: 07/29/2025

  Hello ***,

  Thank you for your response. With regular maintenance and routine cleaning we do not expect to see any issues with bottles or leaks. This includes rinsing the inside of the machine, descaling, and cleaning the bottle/duckbill valves. Though you are outside of the warranty, as a courtesy, we can send along a new set of bottles for you. Would you be able to confirm the shipping address as well as the model number of your machine, please?
  
  Thank you for your patience.
  
  Regards,

  *****

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23628031
  
  I am rejecting this response because: I have proven its not the bottles and it is the machine. I have sent pictures, followed your maintenance instructions, left the bottles out of the machine since I first contacted customer service in June. When left out of the machine, the bottles are fine. When put in the machine, they leak. I have shown multiple instances of other people having the same issue. If you would like me to try the bottles, I will, but if they do not work, which I suspect they wont, Id like a new machine. This isnt a $20 appliance, its supposed to be a $400 state of the art unit. Stand by it.
  
  Sincerely,
  
  *** **********

  Business Response

  Date: 08/01/2025

  Hello ***,

  Thank you for your response. Given that your machine is out of warranty, it is not eligible for replacement or repair as laid out in the warranty for the machine. If you'd like us to send along the bottles, please confirm and we will do so straight away. 
  
  Thank you for your patience. 
  
  Regards,
  
  *****

  Customer Answer

  Date: 08/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still not satisfactory to me but they will not do anything to fully rectify this.

  It seems I am caught in a battle of them not trying to do the right thing and providing **** poor resolution. I am being forced to accept this despite proving issues with their design and machine.

  Please send the bottles to :

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

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

  Broadlands VA 20148

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

• Initial Complaint

  Date:07/10/2025

  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.

  Bartesian is broken, called to explain its not dispensing any water and the drink come out wrong and taste horrible. They said I was out of warranty but they would send me a recertified Bartesian and explained they are usually new and returned and they use them as replacements for people like me. My replacement was unacceptable. Scratched, chipped, looks so used. My current machine is in new condition just isnt working properly. The fact that this is what my replacement is, disgusts me and Im done with this company. Ill switch over the ***.

  Business Response

  Date: 07/14/2025

  Hello ********,
  
  Thank you for reaching out to us! Our apologies there were some marks on the recertified machine you received. We appreciate the images sent as well. As discussed in your correspondence with my colleague, ***, another recertified machine is being sent out to you, again at no cost. While being outside of the warranty does limit how our hardware team may assist, I do hope you continue to enjoy your cocktails with this alternative machine! 
  
  Please let us know if you have any further questions.
  
  Cheers,
  
  *****

• Initial Complaint

  Date:07/08/2025

  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.

  MY WIFE BOUGHT ME A BARTESIAN UNIT IN MAY OF 2024. THE ***** WITH MINIMAL USE, HAD STOPPED WORKING ABOUT 4 MONTHS AGO. UNFORTUNATELY, WITH MY WIFE'S HEALTH ISSUES RECENTLY, I JUST NOW HAD THE OPPORTUNITY TO CONTACT THE COMPANY. THEY STATED AFTER SEVERAL EMAILS THAT THEY CANNOT HELP ME BECAUSE I AM 1 1/2 MONTHS OUT OF MY WARRANTY. THIS PRODUCT IS USELESS TO ME. I AM SEEKING REPLACEMENT DUE TO MY PERSONAL CIRCUMSTANCES. THAT IS WHY I SEEK YOUR ASSISTANCE. THANK YOU.

  Business Response

  Date: 07/10/2025

  Hello ******,

  Thank you for your message. We're sorry for any frustration the issue with the machine has caused. The warranty does apply to all of our customers equally, and we do need to enforce the warranty to be fair to all who are both inside and outside the warranty period. We will take your feedback and bring it to our warranty teams to see what improvements could be made in the future. 
  
  I do see my colleague *** has offered and processed one of our recertified machines for you at no cost. I am delighted to see this as it is the machine I use as well and it has kept my cocktails mixing over the last few years. You can utilize the return label that he provided for the old machine. 
  
  Thank you again for your patience. Please let us know how we may further assist. 
  
  Best Regards,
  
  *****

  Customer Answer

  Date: 07/11/2025

   
  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,
  
  ****** ******

• Initial Complaint

  Date:06/17/2025

  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 purchased the product just as an add on to my kitchen when I am entertaining upstairs. I have a full bar downstairs so I maybe use it 4 times within a year by the second year it was not working. I called Bartesian to let them know there was a problem with the machine was given instructions of running vinegar through it. I told them it still did work. I was than told that they were sorry and nothing they could do. Such a waste of money and the same thing is happening to other friends that I convinced to buy this product

  Business Response

  Date: 06/18/2025

  Hello **********,

  Thank you for your message. We understand the frustration that your Bartesian is no longer functioning as expected. We do recommend regular maintenance of the Bartesian with the cleaning instructions in the user guide. Using the instructions provided by our hardware team with the vinegar rinse is also a great way to service not only your Bartesian but other water-based appliances.
  
  While we provide support within the warranty period, outside of this timeframe we do need to apply the terms equally for all of our customers. Our hardware team is limited in the troubleshooting that can be provided without warranty coverage, such as repairing or replacing the unit. Based on the communication with our team, your unit does fall outside of the warranty period. 
  
  We appreciate your patience, and your feedback. If you have any further questions, please do not hesitate to reach out to us. 
  
  Regards,
  
  *****
  
  

• Initial Complaint

  Date:06/13/2025

  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 have had this product going on 2 years and has only used it about 5 times. I have called customer service multiple times advising that my machine will not self-clean. I have been having this problem for a long time. I have used water, vinegar to clean, and particles still float in clean water after a cycle clean. I have relaced my water reservoir and everything. I have called multiple times, asking is there a way I can send it back and get my tubes flushed out, and I am always told that's not what they do. Its so disheartening to get something that you spend over $400 for and afraid to use it because the system will not clean it self, and you are afraid that you will be drinking mold or whatever else it is in there. a waste of money. I just want my machine clean so I can use it again. 

  Business Response

  Date: 06/16/2025

  Hello *****,
  
  Thank you for reaching out to us via the BBB. It looks like you have been in contact with our hardware team. We are sorry they were unable to rectify the issue with your Bartesian. With the Bartesian being outside of the warranty, it does limit the ways in which they can assist directly. That said, we may have an alternative for you if interested.
  
  We can offer to replace it for you with a newly recertified Bartesian Cocktail Machine at no cost. These have been cleaned, inspected, and quality tested before being made available once more. This would cover the new machine being shipped to you, as well as a prepaid shipping label being sent to you to return the old machine. If you could please re-confirm the appropriate address this could be sent to, it would be appreciated.
  
  If you confirm this and wish to move forward, we will send a link for the return label straight away so we can ship your replacement.
  
  Thank you for your patience, and please let us know if you have any questions.
  
  Best Regards,
  
  *****
  
  
  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23465142
  
  I am rejecting this response because: I would like Bartesian to replace my machine. Please send me the label and instructions. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/24/2025

  Hello *****,
  
  Thank you for your response. To make sure you saw our prior message in full, I have copied the following from our original response noting the replacement of your machine with one of our recertified units if you wish. We would simply need the shipping address confirmed so we can start the process. The previous message is below:
  
  We can offer to replace it for you with a newly recertified Bartesian Cocktail Machine at no cost. These have been cleaned, inspected, and quality tested before being made available once more. This would cover the new machine being shipped to you, as well as a prepaid shipping label being sent to you to return the old machine. If you could please re-confirm the appropriate address this could be sent to, it would be appreciated.
  
  If you confirm this and wish to move forward, we will send a link for the return label straight away so we can ship your replacement.
  
  Thank you for your patience, and please let us know if you have any questions.
  
  Thank you, and please let me know if you have any questions. 
  
  Cheers,
  
  *****

  Customer Answer

  Date: 06/24/2025

   
  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,
  
  ***** *****

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising 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 ordered a brand new unit and received a broken refurbished unit that never worked once. Was DOA out of the box. I tried to return or exchange the item and was required to pay a return shipping fee and restocking fee. I do not believe I should have had to pay anything since I ordered a brand new working item and received a broken refurbished item.

  Customer Answer

  Date: 01/30/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/24/2025

  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.

  My Bartesian has been a nightmare for the last 6 months or so. *** reached out to this company regarding my machine not dispensing after a few months of it being in storage. I have did all of the necessary steps the customer care team Asked me to do to clean my machine and when I let them know that my machine did not work. They responded as pretty much oh well, buy another one. ***** this company. There are better options out there. 

  Business Response

  Date: 01/27/2025

  Hello ********,

  Thank you for your message, and sorry for any frustration. While we provide support within the warranty period, outside of this timeframe we do need to apply the terms equally for all of our customers. Our hardware team is limited in the troubleshooting that can be provided without warranty coverage, such as repairing or replacing the unit. Based on your original communication with the hardware team, as well as the series number of your machine, your unit is at least 2 years old, which falls outside of the warranty period. 
  
  We appreciate your patience, and your feedback. If you have any further questions, please do not hesitate to reach out to **********************************************************.
  
  Regards,

  
  *****

   

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22855681
  
  I am rejecting this response because: ************ has put in zero effort to try to help resolve my issues. Ive used this machine a total of maybe 3 times and it sat unused for about a year due to me getting pregnant. I lived this machine the few times I was able to use it. But after researching online, this company is very much aware of their horrible design for the bartesian duet. The drink lines from inside the machine constantly are clogged and theres no way to get inside to clean them. Ive found HUNDREDS of complaints about other customers having the same issue and them all have no help with resolution. Sounds like a class action lawsuit brewing to me. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/29/2025

  Hello ********,
  
  Thank you for your response. Our hardware team did reach out with troubleshooting steps in an attempt to resolve any of the issues you faced with your machine though you were outside of the warranty period. As mentioned, their ability to further assist is limited once the warranty coverage is over.
  
  Like many products, the user guide does contain instructions on how to maintain and clean your Bartesian to keep the minerals in the water as well as any additives in the spirits from having adverse affects on machine. We recommend following these instructions, including rinsing of the machine and proper storage, to ensure any Bartesian machine is kept in good condition. Bartesian has thousands of positive reviews and continues to have customers delighted with the elevated cocktail experience it has offered over the years. If you have any further questions, or if you would like any further assistance regarding a future order or product, please do not hesitate to reach out to **********************************************************.
  
  Regards,
  
  *****

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22855681
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:01/21/2025

  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.

  My children bought a Bartesian for me for mother's day, it was the last one kohls had so it was the display. I used my machine probably 4 times, cleaned it and put it up.. I went to use for Christmas and the screen wouldn't turn on and none of the liquid would dispense. I reached out to customer service and received troubleshooting instructions which didn't work, then was told to produce the receipt for something that was bought for me as a gift months ago or there was nothing they could do.. or I could by a new machine.. why would I buy a new machine when this one lasted a month? Not to mention i have ****** worth of pods i cannot use.. Truly disappointed.   

  Business Response

  Date: 01/23/2025

  Hello ******,
  
  Thank you for your message! We're sorry you are having issues with your Bartesian machine. With the machine being out of warranty, there are limits on how our Hardware Team can assist, particularly without a receipt showing the purchase date. Though I understand the frustration, the warranty does need to be applied to all of our customers, and we do not have any alternative offers available at this time.
  
  We do see a recent order that is outside of the return window from this address for cocktail capsules. As a courtesy, we can send a prepaid return label for full refund of this order, #*******. Would you like us to do so? 
  
  Thank you for your patience!
  
  Regards,

  
  *****

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising 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.

  False advertisement. I received a text saying that the Bartesian cocktail maker was $100 dollars of and in the final hours of sale. Within 15 minutes of getting my card and going online they refused to honor that price. I contacts and asked about that only to be told that they would get back to me and never did

  Business Response

  Date: 12/06/2024

  Hello ******,
  
  Thank you for your message! We do see your text into our team, and we responded on Wednesday, December 4, at 4:46pm EST with the following:
  
  "Hello! Thank you for your message and our apologies for the miscommunication. The Black Friday sale did end last night and the machines are currently $50 off. As a courtesy, if you do place an order by tomorrow, we can manually refund you the additional $50. Once you place the order please let us know here or email us at ********************************************************** and we can proceed with the additional refund. Thank you!"
  
  If you'd like to place the order this week and let us know the order number, we can absolutely refund you the additional $50 off (machine is currently discounted $50). 
  
  Thank you for your patience!
  
  Cheers,
  
  *****

• Initial Complaint

  Date:10/15/2024

  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 receive a Bartesian Professional as a gift . I do not currently have the receipt but was less last year. The machine was used for 2 months in the summer and started glitching. I cannot get in contact with anyone either on phone or wont return my calls after leaving its not physical or anything caused by not maintaining the machine screen goes blank and unresponsive after starting it up.

  Business Response

  Date: 10/16/2024

  Hello ********,
  
  Thank you for your message to the Better Business Bureau.  We do see you were in contact with our Hardware Team from July 1 to July 3, responding to a few emails as they assisted with troubleshooting your Bartesian Premium machine. We also see you exchanged emails with ****** from our Hardware Team this morning, October 16, at 9:43am EST.  When asked to provide an invoice back in July, you went on ******** and requested a fake invoice from one of the Bartesian Owners' Groups that you could present to our team. We've attached that post to this message. Because we cannot determine the veracity of where you obtained the machine, we cannot assist further with your Bartesian Premium. 
  
  If you did obtain a Bartesian Professional unit, please let us know the Model and Series number. Though this one was also a gift, if you have any information regarding the original purchase, that can also assist. 
  
  Thank you again.
  
  Regards,
  
  *****