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:09/24/2024

  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.

  December 2023 bought a Bartesian since owning The Bartesian would not dispense alcohol without having to unplug the machine and plug it back up like the screen goes out. It also leaks the brown alcohol. After Googling for a fix, I noticed that this was a recurring issue with numerous frustrated customers online. I reached out to support in hopes of a troubleshooting fix and got a response back on 08/13/2024 from a support *** named ******. I thoroughly went through and exhausted the list of troubleshooting steps she provided (as shown in my email response, see screenshot attached to his complaint), but the issue persisted, so I sent a ***ly back to her. I got a response back from her, in which she stated, to send the machine back and they would evaluate it. They must have tried it one time and sent it back the next day. There is no way this machine was thoroughly evaluated in such a short time period. I even left the brown alcohol stain in the machine to prove it was leaking. Now when I reached back out to them the want a video of the issue. This is a major inconvenience for the customer whom already sent it back due to it being faulty. The consumer should not have to be burden with all this back and forth and they just honor the warranty and ***lace my machine with a new one.  

  Business Response

  Date: 09/25/2024

  Hello *****,
  
  Thank you for your message. We're sorry to see you are still having issues with your Bartesian even after the Hardware Team assisted with troubleshooting. I understand the frustration with the issue continuing, and hope to resolve this as quickly as possible for you. 
  
  Our team does thoroughly inspect each machine sent in for the reported issue, among other general maintenance inspections. Of course, depending the issue and environment, some are more easily replicated than others. If, as in this case, the issue continues after troubleshooting, the team will generally ask for a video to bring to technicians in lieu of having the machine returned for warranty replacement. This is done to improve the product and service we provide and to constantly improve for the future. I am sorry if it added to your frustration. Are you able to confirm your shipping address, please? In addition, if you do have that video, however short, it would be my pleasure to forward it on to our Hardware team, and it would be appreciated so we can add it to your registration for any future hardware warranty messages.
  
  Thank you for your patience.
  
  Regards,

  
  *****

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22328860
  
  I am rejecting this response because:
  

  All you did was clean the machine and send it back in what appears 1 day. I have tried the troubleshooting up first requested before I sent the machine back. I don't work for your technical area you keep trying to fix a faulty product. I am requesting a new replacement. My address is 

  *********************;

  Summeeville, SC 29485 

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

  Business Response

  Date: 10/01/2024

  Hello *****,

  Thank you for confirming the address! We have the replacement machine being processed now, and as soon as it ships you will receive tracking information to ******************************. This order is going to the following address:
  
  ****************
  ***********, SC 29485
  
  For the old unit, please find the return label linked below. You may print the label at home, or have the staff at the *** store scan the code in the link to print there:
  
  *************************************************************************************************************************************************************************************************************************************************************************************
  
  We recommend you use the packing box for the new unit to ship back the old unit.
  
  Thank you again for your patience. Please let us know if you have any further questions via **********************************************************.
  
  Enjoy your cocktails!
  
  Cheers,
  

  Customer Answer

  Date: 10/06/2024

   
  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 **** received the replacement and will mail the old one back this week.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/10/2024

  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.

  My wife gave me the device (model ****** for our anniversary but I dont want it. It came without any billing info. It is within the 30 return period but the website does not provide any info on how to make a return. The help phone line leads only back to the website and the website email help form appears to be broken and nonfunctional. This business makes false promises about returns, which are apparently not possible.

  Business Response

  Date: 07/11/2024

  Hello ****,

  Thank you for your message! We're sorry for any frustration. We do not see any calls or emails from your contact information, so can you let us know which number and website you were looking at, please? We have been receiving messages and phone calls throughout the last few weeks without issue, but want to be able to look into it. To be sure, you can find our contact information below:
  
  Email: ********************************
  Contact form: ************************************************
  Phone: ************ (ext 1 for Sales/Orders, ext 2 for Hardware Support). Phone hours are M-F, 10a-4p EST.
  
  We can assist with a return. Keep in mind, we can only take returns for orders placed through Bartesian.com. Machines have a 90-day return policy, with a 15% restocking fee only if the machine has been used (not just opened). You can find the Bartesian.com return policy here:
  
  *******************************************************************************************************************************
  
  Do you have an order number for your order? We could not find any information in our system matching the name, phone, or address/email information you provided. 
  
  Thank you for your patience!
  
  Cheers,
  
  *****
  

• Initial Complaint

  Date:05/15/2024

  Type:Customer Service 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 bought a Bartesian Cocktail maker on December 18, 2021. I have barely used the product (A ew times a year) since owning the product. Last weekend (05/11/2024) at a small get-together I hosted at home, the Bartesian would not dispense alcohol to my embarrassment.After Googling for a fix, I noticed that this was a recurring issue with numerous frustrated customers online.I reached out to ********************** support in hopes of a troubleshooting fix and got a response back on 05/14/2014 from a support rep named ****.I thoroughly went through and exhausted the list of troubleshooting steps she provided (as shown in my email response, see screenshot attached to his complaint), but the issue persisted, so I sent a reply back to her.I got a response back from her this morning, in which she stated, 'We believe the machine will need to be replaced to resolve the problem'. She stated that since my warranty had expired, she would contact the corporate sales department in case they could offer some alternative solution.I got a new email from another Bartesian rep named ***, stating that since the hardware team was unable to resolve the issue with my Bartesian, I would have to purchase a new one, as they have a variety of unique bundles currently available on their site. It seems upon research there is no solution to the problem. ********* reps stating that the only solution to fix an inherent design flaw in their product was for me to purchase a new one from them is outright ridiculous. This is terrible customer service and has left a sour taste in my mouth (pun unintended).This product has an inherent flaw that needs to be fixed or taken off the market.To tell me to spend more money on a product that is obviously defective is absolutely absurd.If this is unresolved, I will be contacting local news outlets and online influencers, to warn potential buyers of a flawed product and a unscrupulous brand.

  Business Response

  Date: 05/16/2024

  Hello Adefolaju,

  Thank you for your message. We are sorry to hear you are having issues with your Bartesian. As we do have the one year warranty, your machine does fall outside of this period and is not eligible for replacement. Many of our customers have enjoyed their ********************** for years by following the maintenance steps noted in the user guide (regular rinsing, cleaning, descaling, etc). Much like any appliance that on your countertop, we recommend following these instructions for upkeep to keep your Bartesian in top shape. Mechanical or electronic failures resulting from the manufacture generally become apparent within a year of use, which is why the warranty is set at that timeframe. This warranty does need to be applied equally to all of our customers, so we will not be extending it further. 
  
  My colleague did note the availability of alternative bundles and promotions as an option, and by no means are you obligated or expected to follow that course of action. We apologize if this caused any frustration.  
  
  Thank you, and please let us know how we may further assist.
  
  Best Regards,
  
  *****

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21715777
  
  I am rejecting this response because: It is a well known and documented issue amongst Bartesian customers on the units rate of failure, usually occurring outside of warranty.
  Since the company is not willing do anything about their product, I will be pursuing other actions on my end, some of which I mentioned in my complaint.
  
  Sincerely,
  
  Adefolaju Adelakun

  Business Response

  Date: 05/23/2024

  Hello Adefolaju,

  Thank you for your response. We're sorry you disagree with the terms of the warranty. As noted prior, we do have to apply the warranty equally for all customers, and your machine does fall outside of the 1-year period.
  
  Thank you for your time.
  
  Regards,

  
  *****

• Initial Complaint

  Date:05/01/2024

  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 was gifted a Bartesian duet Cocktail maker in December of 2023. I cant used the machine it started to have issues the product would not dispense alcohol or water, so I could not make a cocktail or mocktail at all. I read through the manual to troubleshoot and went online to trouble shoot finding no solution to my problem. I have found that this is a reoccurring issue with several customer through research online on all social media platforms. Some people are having to troubleshoot 20 times until they get it right . This product has a deficiency that needs to be fixed or taken off the market. It seems upon research there is no solution to the problem. I reached out to the company for customer support and was told in an email (that if I troubleshooted through all their suggestions there is nothing they can do. And that the serial number is out of warranty . And I need to find the Receipt I explained to them that my mother-in-law has passed in January. She was the one bought the machine for me in December for a Christmas gift. Theirs is no receipt I explained to them that my mother-in-law has passed in January. She was the one bought the machine for me in December for a Christmas gift. Theres no way I have a receipt because she is dead. I have wasted several several pods To find out that my machine cannot be replaced or I will not be compensated for every my pod is heart broken . My one year warranty is not up if I registered my machine in December 2023 in the time of purchase . This product only has 1 year warranty and it appears "it needs to be replaced." So the only solution the company gave was to buy another machine because there was nothing they could do for me. This is poor costumer service if this is an obvious issue with this product for several costumers the company needs to resolve the issue with customers who are spending their hard earned money on their products. To tell me to spend more money on a product that is obviously defective is absolutely crazy and a class action lawsuit needs to be placed against your company. Your company has complaints all with the Better Business Bureau and like I said before on all social media platforms, please help me resolve this issue thanks.

  Business Response

  Date: 05/05/2024

  Hello *******,

  Thank you for your message, and we're sorry to see you're having issues with your Bartesian. The Hardware/Warranty team does utilize the the invoice to ensure it is within the 1-year warranty period and purchased from an authorized retailer. We can see if the machine was purchased through our own store, as we do not see any activity under the address or phone number you provided to our hardware team. 
  
  Do you happen to have the shipping address of your mother-in-law, please? We can look this up via her address. 
  
  Thank you for your patience.
  
  Regards,
  
  *****

   

  Customer Answer

  Date: 05/08/2024

   
  My mother in law address is *************************************************************************. I also included when I registered my machine . I also seen where other people machine was fixed or replaced even though there warranty was expired. We can agree this is an ongoing issue with this machine and I just want it fix I went through several pod and trouble shooting . 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/09/2024

  Hello *******,

  Thank you for the address. As the machine is listed as out of warranty, we do have an alternative in mind. 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. I would want to ensure we have the correct address, so please include the proper shipping address should you wish to move forward. 
  
  If you confirm this 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.
  
  Regards,

  *****

  Customer Answer

  Date: 05/16/2024

  Complaint: 21653357
  
  I am rejecting this response because: I would like my case reopened and I will like to respond to Bartesian and accept their offer for a refurbished machine. Thank you. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/16/2024

  Hello *******,

  
  Thank you for your response! Can you please confirm your shipping address at your convenience?
  
  Thank you,
  
  *****

  Customer Answer

  Date: 05/17/2024

  My shipping address is ************************************************ thank you for helping me . 
  
  ***************************

  Business Response

  Date: 05/23/2024

  Hello *******,
  
  Thank you for your response! We have processed the replacement unit, and once it ships you will receive updated tracking information.
  
  For the old unit, please find the return label linked below. You may print the label at home, or have the staff at the *** store scan the code in the link to print there:
  
  ********************************************************************************************************************************************************************************************************************************************
  
  
  We recommend you use the packing box for the new unit to ship back the old unit.
  
  Thank you again for your patience, and enjoy your cocktails!
  
  Cheers,

• Initial Complaint

  Date:04/05/2024

  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.

  The Bartesian was purchased for me by my daughter and I have tried to reach them for reimbursement of damages several times. My outreach was ignored when I sent requests through their email form, and the form did not send out email confirmation of receipt. I have finally been able to reach a person within the last month. The unit did not come with any warning to put a protective layer underneath it. It leaked and permanently damaged a side table. I believe they should pay for the damages caused by their device. They are accepting no responsibility for the damage although acknowledging the device may be the cause of the issue. They should have liability insurance to cover product damage but they will not put me in contact with a person who would manage such claims.I am attaching images showing the leakage from the machine and the damage done to my table, I expect they should pay to replace the table - at least $100 for the damage.

  Business Response

  Date: 04/09/2024

  Hello ****,

  Thank you for your outreach to the Better Business Bureau. We appreciate your patience. 

  As noted in our other messages, the warranty on the machine does not cover items outside of the machine. That said, we do see our hardware team reached out as a courtesy to see what can be resolved outside of the warranty. If you can reference the email sent today (4/9/24) at 12:54pm EST, there are instructions and a return label provided for the machine. If you can let us know if you are not seeing this message, please let us know so we can have it re-sent from our hardware team. 
  
  Thank you again for your patience.
  
  Regards,
  
  *****

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21535478
  
  I am rejecting this response because:

  I do not care about the warranty on the machine. However I am communicating with the email and will send it back.

  Your company was negligent in that it did not warn the machine could ruin the surface it was put on. The reasonable expectation is that it is safe to use on any surface. Therefore you should be held accountable for the damage it created.   

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

  Business Response

  Date: 04/12/2024

  Hello ****,

  Thank you for your response. The Bartesian is safe to use on multiple surfaces, and many of our customers do use the machine on their bars, kitchen counters, among other surfaces with many different materials. We are delighted to hear you will be sending the machine to our Hardware Team to assess, and they should be able to provide more feedback once it is received. 
  
  Thank you again for your patience.
  
  Regards,
  
  *****
  
  

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21535478
  
  I am rejecting this response because:

  you still have not committed to replacing the furniture you have damaged  I included information about the replacement with my return I sent back. If you were unwilling to help in this manner, then I would like you to refund my daughter who bought the unit for me.

  I included information about the replacement with my return I sent back. If you were unwilling to help in this manner, then I would like you to refund my daughter who bought the unit for me.

  In addition, I would like the review I sent in a few times now to be posted.People need to be aware that your unit can damage their furniture

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

  Business Response

  Date: 04/15/2024

  Hello ****,

  All of our hardware warranty inquiries, regardless of product, are handled by our manufacturing partner ******** ************* The prior message you sent to them ************************************ would be best suited for any updates on the warranty replacement or any other damage inquiries. Keep in mind, the warranty only covers the machine, though I do see they inquired about the table and documents regarding the table. Once the machine has been received at their facility they will be able to follow-up accordingly.

  
  Thank you for your patience.

  
  Regards,

   

  *****

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21535478
  
  I am rejecting this response because:

  I still have a damaged table, unit has been shipped back to you so as of today my daughter is out the money she used to buy to thing and I am out a table. I am also thinking of contacting the *** about not allowing my review to post which shows false and misleading marketing since you are only presenting positive reviews.

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

  Business Response

  Date: 04/27/2024

  Hello ****,

  Thank you for your patience. Though our hardware team was not able to recreate any issues with your machine, we do see they were able to assist with getting a new replacement unit for you instead of your original or recertified unit for peace of mind. This is in transit. 
  
  Regarding the table, as mentioned prior, the warranty only covers the machine, which was found without issue and without any sort of leaking. That said, as a gesture for your time and frustration, please find the following gift code for $100 to use at Bartesian.com at your convenience:
  
  Gift Code: jr8xdj8hcv
  
  Regarding the review, many reviews take a long time to be posted as we do receive quite a few. Of course, reviews unrelated to the product of the review, anything containing vulgar language may be removed after review. 
  
  Thank you again for your patience. 
  
  Best Regards,
  
  *****

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21535478
  
  I am rejecting this response because:
  
  A gift code does not help me repair the damage your machine caused. It is interesting that you claim there was nothing wrong with it, but youre sending me a new one to replace it. Which I still have not received.

  I do not want a gift card for your business as I do not want to continue to buy pods from you. I have reported you to the *** since you refused to post my review to your website and I have made a point of adding a review to Amazon,  I will be sure to let everyone I can possibly know not to buy your machine because it will damage their furniture. You couldve solved this for $80 but instead you had to make this a bigger deal.

  Again, the only acceptable response is for you to replace the furniture that your machine damaged. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/06/2024

  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 bought a Bartesian Cocktail maker in December of 2021 for almost $400. I used the product maybe once a month and have since owning the product. Within the last 3 months the product started to have issues such as over flowing all over the place. I tried cleaning the product and that did not solve the over flow issue. I went to use my product last week and the product would not dispense alcohol or water, so I could not make a cocktail or mocktail at all. I read through the manual to troubleshoot and went online to trouble shoot finding no solution to my problem. I have found that this is a reoccurring issue with several costumers through research online. This product has a deficiency that needs to be fixed or taken off the market. It seems upon research there is no solution to the problem. I reached out to the company for costumer support and was told in an email (because you cannot reach someone on the phone, several attempts and sent to a voicemail each time with no return phone call) that if I troubleshooted through all their suggestions there is nothing they can do. This product only has 1 year warranty and it appears "it needs to be replaced." So the only solution the company gave was to buy another machine because there was nothing they could do for me. This is poor costumer service if this is an obvious issue with this product for several costumers the company needs to resolve the issue with costumers who are spending their hard earned money on their products. To tell me to spend more money on a product that is obviously defective is absolutely absurd.

  Business Response

  Date: 03/06/2024

  Hello ********,

  Thank you for reaching out to our Hardware Support Team. We are sorry they were unable to rectify the issue with your Bartesian. With the machine outside of the warranty, we do see they recommended reaching out to our sales team for alternatives. We have reached out to them on your behalf.
  
  
  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. I would want to ensure we have the correct address:
  
  *********************************
  *************************, **, 20678
  
  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.
  
  
  Regards,
  

• Initial Complaint

  Date:02/19/2024

  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.

  The product support team determined my Bartesian Professional was 1 month out of warranty, and the manufacturing defect causing the water leak could not be fixed. I was forwarded to the Sales team which committed to replace my Bartesian Professional with a, and I quote, Bartesian Cocktail Machine at no cost. When I received the Bartesian Premium Base model I questioned the sales team why they did not replace it with, and I quote Bartesian Policy, we will replace with a similar one of equal or greater value, the sales team stated they would not be sending me a new or re-certifed Bartesian Professional to replace my defective Bartesian Professional, and I could keep the base model they sent, which I do not want. The Professional model is far superior to the basic model and retails for $450 compared to the Premium model that retails for $199 on sale regularly. Feel free to reach out for further details.

  Business Response

  Date: 02/19/2024

  Hello ****,

  Thank you for reaching out via the Better Business Bureau.

  As discussed prior, the warranty applies to machines that are still covered by the warranty, within that one year period. As your product is outside of the warranty, any replacement or repair policy does not apply.
  
  We are able to offer and have sent, through no obligation of the warranty, a recertified version of our Bartesian Cocktail Machine. In general, this is preferred over the alternative of having nothing sent to replace the out of warranty machine. Aside from aesthetic differences, the interface, and locking bottles, both machines core functions are the same.
  
  Of course, we understand the disappointment of having any issue with your machine or capsules. The entire purpose of the recertification program is to compensate for this in some way, however, we are sorry to hear you did not like this resolution. If you would prefer a prepaid return label to send the recertified machine back to us, please let us know and we will do so straight away.
  
  Thank you again for your patience, and please let us know if you have any further questions.
  
  Regards,
  
  *****

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21315531
  
  I am rejecting this response because: I understand the business case but this is unresolved as I stated, the issue has been happening for months, and I now have evidence this is not user error nor is it normal wear and tear.  This is a clear manufacturing issue and in fact a design flaw of the machine that is causing water to leak internally through the machine.  The machine can not be repaired or fixed as the root cause is in the design of the seal and water container. 
  

  Thanks!

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

  Business Response

  Date: 02/28/2024

  Hello ****,

  Thank you for your response. The 1-year warranty is in place to handle any issues the machine may have in that 1-year timeframe. As the machine is outside of that 1-year warranty, it is no longer covered and not eligible for replacement. Of course, we take any feedback regarding the machine, the issues you may have encountered, and the processes surrounding the warranty and get it to our team as well as our manufacturing partner, ******** Beach. 
  
  With the machine not eligible for warranty coverage, we did provide the recertified Bartesian Cocktail Machine. While this was a different model machine, it is provided at no cost even though your original machine is no longer covered under the warranty. 
  
  We will continue to evaluate the options we have available for units that are outside of the warranty, and appreciate your patience.
  
  Regards,
  
  *****

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21315531
  
  I am rejecting this response because: After a thorough investigation and complete disassembly of the machine to determine root cause of the issue, the issue is a design flaw due to the seal of the water tank and the fit of the tank to the machine tower that is causing the tank drain to not center in the tank seal.  The tank seal has been removed, cleaned and completely inspected.  The seal is not the root cause.  The fact the tank is not centered in the seal causes the leak to initiate at the front of the seal and water to pour into the space under the tank, ultimately rising till it enters the gap between the tower and the base and enters the base where it fill up the internal base till it finds the drain holes at the bottom.  Bartesians response to me was to have it repaired on my own.  I can not have it repaired on my own because the parts department informed me that seals are not available, and as a Mechanical ******** by degree, and ************** Sr. ******** by profession, it is my professional opinion that the issue can not be resolved by replacing the seal or tank and the defect is in the plastic molding and the fit between the tank and tower of the machine itself.  The machine will continue to leak water no matter what and should be replaced my Bartesian.  For a $450 machine, the company should stand behind their product engineering.  I completely understand components fail, and that is the intent of a limited warranty, but when the defect is in the design, possible early design revision that has since been corrected in manufacturing or design, the product should be recalled or replaced when it fails.
  

  I will accept no less then a replacement of a the same or equal model.

  I have photos as evidence of the failure mode, I can provide but BBB does not accept attachments, nor do I believe Bartesian is interested.

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

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21315531
  
  I am rejecting this response because: After a thorough investigation and complete disassembly of the machine to determine root cause of the issue, the issue is a design flaw due to the seal of the water tank and the fit of the tank to the machine tower that is causing the tank drain to not center in the tank seal.  The tank seal has been removed, cleaned and completely inspected.  The seal is not the root cause.  The fact the tank is not centered in the seal causes the leak to initiate at the front of the seal and water to pour into the space under the tank, ultimately rising till it enters the gap between the tower and the base and enters the base where it fill up the internal base till it finds the drain holes at the bottom.  Bartesians response to me was to have it repaired on my own.  I can not have it repaired on my own because the parts department informed me that seals are not available, and as a Mechanical ******** by degree, and ************** Sr. ******** by profession, it is my professional opinion that the issue can not be resolved by replacing the seal or tank and the defect is in the plastic molding and the fit between the tank and tower of the machine itself.  The machine will continue to leak water no matter what and should be replaced my Bartesian.  For a $450 machine, the company should stand behind their product engineering.  I completely understand components fail, and that is the intent of a limited warranty, but when the defect is in the design, possible early design revision that has since been corrected in manufacturing or design, the product should be recalled or replaced when it fails.
  

  I will accept no less then a replacement of a the same or equal model.

  I have photos as evidence of the failure mode, I can provide but BBB does not accept attachments, nor do I believe Bartesian is interested.

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

  Business Response

  Date: 03/04/2024

  Hello ****,
  
  Thank you for your response, and the details provided. We have sold thousands of the Bartesian Professional units that continue to perform well in both a commercial and at home setting. With any product, as you note, there may be issues that arise that need further troubleshooting as covered by our 1-year warranty. Outside of this warranty period, machines are not eligible for replacement or repair services. Your machine is outside of the warranty period. 
  
  As a courtesy, we have provided a recertified Bartesian cocktail maker, free of charge, so you can utilize the cocktail capsules you have. We do not have any other alternatives, and do not make exceptions to the warranty out of fairness to all of our customers. If you would like a prepaid return label for one or both machines, it would be our pleasure to send it, in the event you did not want to keep them. 
  
  Thank you again for your time, and please let us know if you have any questions.
  
  Best Regards,
  
  *****

• Initial Complaint

  Date:02/13/2024

  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.

  Purchased 11/26/23 Model *****; Series J1322CE The unit was working fine until just this weekend; it does not come out of sleep mode and I cannot make any drinks. I have attempted all the fixes that I have read online regarding customers who have experienced the same issue. I am within the (1) year warranty and hope I can have a replacement or some sort of explanation from Bartesian regarding the matter.

  Business Response

  Date: 02/14/2024

  Hello *******,

  Thank you for your message! We're sorry to hear you are having issues with your Bartesian! We do see a ticket open with our Hardware Team, and they have provided a few troubleshooting steps in addition to what you *** have already attempted. Can you confirm if you've received these instructions, please? They would be from **********************************. 
  
  If you have not, we can forward them along. 
  
  We also want to confirm the following with them:
  
  -Your shipping address
  -Model and Series number imprinted into the bottom of the machine (e.g. A1691ET)
  -A copy of your receipt/confirmation showing the item and purchase date
  
  For convenience, we've also copied the message they reached out with below for your review;
  
  Please note "sleep" mode is actually a blank screen, like the unit is powered off.
   
  If not progressing past the screen that says SLEEP and Insert Capsule (main menu), the issue is likely the unit is not reading the capsules, or the lid is not closed completely.
   
  The capsules barcode *** have liquid on it or be wrinkled, or the barcode reader *** be wet/dirty. Please open the lid (keeping the same capsule in the unit), wipe the barcode on the capsule and the barcode reader under the lid with a towel, close the lid firmly (for model ***** you will need to hear 2 clicks), and attempt to dispense your drink again.
   
  If you're only having this problem with one flavor of capsules, it *** be a problem with that flavor of capsule (too much air, bad seal, barcode crooked), not the machine.  If you think this is the case, we'd request you please reach out to our sales department at ******************************** for help with those capsules.
   
  If the screen is staying completely black, this could be sleep mode or no power to the unit.
   
  Please try the following steps that *** help with the issue you are experiencing:
  
  If you leave the unit plugged in most of the time, please unplug from the wall and from the unit, wait a min, then plug the cord back in, this will reset the unit.
  
  Ensure that you are using the power cord that came with your unit as others *** not allow it to work properly.
  
  Close the lid firmly to ensure the capsule is contained and the scanner is getting a good look at the capsule. For model ***** you will need to hear 2 clicks. This does take more pressure than expected. The lid will not break, and this is normal for the unit.
  
  Please note that the touch screen is not as sensitive as a smartphone. Please make sure you are applying pressure when making your selections or pressing and holding for 1-2 seconds.
  When attempting to press the setting button, you *** need to press just below the gear icon for the screen to read the correct location due to the protective cover.
  
  
  Please let us know if you have any questions, and thank you for your patience!
  
  Best Regards,

  
  *****

• Initial Complaint

  Date:02/08/2024

  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 ordered my on 2/3/2024 and I received my Bartesian Duet on 2/6/2024. I went to make my 1st cocktail and saw that the spirts were not dispensing. I have called and emailed the support center and have not had any response. In it's current state the machien is unusable.

  Business Response

  Date: 02/09/2024

  Hello ********,

  Thank you for your message, and sorry to hear you're having issues with your Bartesian! We do see you also reached out to our Hardware team at the same time, and they already have a replacement machine in process for you. 
  
  Please let us know if you have any further questions, and enjoy your cocktails!
  
  Cheers,
  
  *****

  Customer Answer

  Date: 02/09/2024

   
  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:01/16/2024

  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 received the Premium Bartesian cocktail maker as a Christmas gift 12/25/23. The second time using it the machine got stuck in sleep mode and would not turn on. Eventually it turned on, now, yesterday the machine would not turn on again. It still hasnt turned on. I emailed the company yesterday 1/15/24 and I called today and the voicemail came on during business hours. I have purchased many pods from the company that I can no longer use because the machine is no longer turning on and its expensive. I would like a replacement maker ASAP.

  Business Response

  Date: 01/17/2024

  Hello Wayntta,

  Thank you for your message, and we're sorry you are having issues with your Bartesian! We do see our Hardware Team has replied to your message from Monday yesterday afternoon, and you received/responded to it. We will continue to monitor this to ensure this gets resolved for you. 
  
  Please do not hesitate to reach out to our sales team via ********************************* or our hardware team via *********************************** for further assistance on this or any other matter. 
  
  We appreciate your patience!
  
  Cheers,
  
  *****