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:01/11/2024

  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.

  Premium Cocktail Despenser stop working after 6 months

  Business Response

  Date: 01/13/2024

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

  Thank you for your message! So sorry to hear you are having issues with your Bartesian. We do see you reached out to our Hardware Team via *********************************** They did provide troubleshooting, as well as inquired about some additional details. In case it went to your spam folder, you can check it from Thursday, January 11 at 2:46pm EST. For convenience, the message is also noted below in italics. Please ensure the response is sent to ********************************** for the most expedient resolution to this issue:
  
  ********************, 
   
  We are sorry to hear that you experiencing this occurrence since our last correspondence beginning of December. 
   
  Please reply to this email with the following information so I can continue to assist and/or begin a warranty claim if applicable. 
    1. Advise details of what is not working with your machine.
    2.Model and series numbers stamped/engraved into the bottom of the machine (e.g., ***** and A1621ET) or provide a photo if easier.
    3.Provide a copy of your sales receipt/invoice showing product, purchase date, and condition (new, used, refurbished)
    4. Provide photos and/or videos showing the issues you are having so we can continue assisting troubleshooting for you.
    5. Confirm you are using the original power cord that came with your unit. While power cords may appear similar, it's crucial to ensure compatibility to avoid            any potential damage to your electronic devices. Power cords vary in terms of voltage, amperage, and other specifications, and using an incompatible cord        can damage the unit and/or pose risks. 
  
  We look forward to assisting you further.
  
  Warm Regards,
  ****
  Technical Support
  
  Thank you again for your patience, and please let us know how we may further assist!
  
  Cheers,

  *****

• Initial Complaint

  Date:01/07/2024

  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 have a Bartesian that I may have used a total of 5 times within 2 years and now it doesn't work it's not dispensing the alcohol or water. I've gone through 7 capsules trying to get it to work

  Business Response

  Date: 01/08/2024

  Hello *****,

  Thank you for your message. We are sorry to hear you are having issues with your Bartesian. We can assist with troubleshooting the machine, however, can you confirm if you have reached out to our ************* ************************************* please? We do not want to give repeat information and do not see an email in their system from ********************. 
  
  We appreciate your patience!
  
  Cheers,

  *****

• Initial Complaint

  Date:01/04/2024

  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.

  Date of transaction:Dec 15 2023 Website:Bartesian.com Amount:$256 Issue:This item was purchased as a Christmas gift and will not work. According to multiple reviews on Reddit and ******* this is a common issue for the product to be defective initially. The unit will not dispense water or alcohol and I am unable to use the product. I have contacted Bartesian via email and pho number and cannot get in contact with a representative for assistance. Id like help with repairing my purchased item or ideally a replacement.

  Business Response

  Date: 01/07/2024

  Hello ******,

  Thank you for your message, and sorry to hear your Bartesian is having issues! We do see a member of our Hardware Team reached out on Friday at 10:24am EST, and a thread with a few updates between yourself and ***************** has been started. They will be able to get this resolved with the information provided. We appreciate your patience, and please keep an eye out for the message from our Hardware Team once they reopen on Monday, 1/8/24.
  
  Best Regards,

   

  *****

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21098551
  
  I am rejecting this response because:

  You are correct. I initially reached out in Dec29th to notify Bartesian that my product doesnt work. I received a response on Jan 5th, almost a whole week later and there still hasnt been a resolution.

  The response provided by your company was to try troubleshooting, so I followed the steps and it still didnt resolve the issue.

  I received a response this morning informing me that the company is unable to send a replacement because they are out of stock and are unsure when it will be back in stock. This is false as Bartesian website does show you have the exact product I have currently in stock. 
  

  ** I am unable to recieve a replacement with a BRAND NEW product that actually works, I would like to return the product and recieve a full refund.

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

  Business Response

  Date: 01/10/2024

  Hello ******,

  Thank you for your response. Our apologies for the frustration. We can get this resolved for you. I see the address provided is the same as the one that is in your Hardware ticket. Is that the correct address to send a new replacement Duet? Once confirmed, we'll get this sent straight away. 
  
  We will also be following up internally. Our Hardware team is run by our manufacturing partner, ******** ************* so we do not have access to their inventory for review, but we want to make sure they can get this corrected moving forward for other customers. We appreciate your patience.
  
  Cheers,

  *****

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21098551
  
  I am rejecting this response because:

  Thank you for the follow up and taking action to remedy the situation. I am looking forward to receiving a new unit so I can finally put the pods that I purchased to use. I followed every troubleshooting step and it was unsuccessful, so Id appreciate a replacement at this point.

  You are correct, the address listed with ***************** is where Id like it to be sent to.

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

  Business Response

  Date: 01/16/2024

  Hello ******,

  
  Thank you for confirming the address. We have the replacement machine being processed, and as soon as it ships we have the updated tracking email ready to send to you at ***********************. We expect it to ship within 1-2 business days. Thank you for your patience, and please let us know how we may further assist. 
  
  Cheers,
  
  *****
  

• Initial Complaint

  Date:07/25/2023

  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 purchased a Bartesian cocktail machine for approximately three hundred dollars ($300.00). Unfortunately, the machine no longer works, after a little over a year. I contacted the company, that refuses to help resolve the issue. I am a teacher, and I do not have money to throw away. I have attached all proofs of purchase. At this time, I am just seeking a replacement; however, this could possibly turn into a refund request. I have made attempts to resolve this is due with the company, prior to reaching out to your organization for assistance. I am praying that you can help find a satisfactory resolution.

  Business Response

  Date: 07/26/2023

  Hello ******,

  Thank you for your message via the BBB. We are sorry to hear your machine is not working. We do have the 1-year manufacturers warranty in place to take care of any issues and assist in maintenance of the machine to ensure it is in working order. Beyond this date, we do not have an extended warranty on your machine. As my colleague stated to you via ********************************* we do not have any alternative solutions we can offer at this time. 

  As your machine is out of warranty, you can take other measures to service the machine, including disassembly and seeking 3rd party assistance (such as a small appliance repair shop). While understandably not ideal, we do need to follow the terms of the warranty for all of our customers equally.

  Thank you again for your patience, and please do not hesitate to reach out if you have any further questions.

  Best Regards,
  
  *****

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20373821
  
  I am rejecting this response because: this machine cost too much money not to work after one year. It is poor business practice and an injustice, to disregard the customers request for service and rely on a warranty for a malfunctioned item. I seek justice!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/06/2023

  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.

  They sale faulty products that cost over $400 that eventually stop working! I was told that they were having a Black Friday sale to replace basically no help at all! So I have a machine with pods and accessories that doesnt work! They tell u all these trouble shooting tips that doesnt work! I have never seen anything like this.

  Business Response

  Date: 07/08/2023

  Hello ********,
  

  Thank you for your message to the Better Business Bureau, and for reaching out to us at Bartesian.com. As discussed prior, we are sorry for any frustration with your Bartesian having issues. We do offer the one-year warranty from the date of purchase to resolve any issues that *** derive from general use or maintenance  issues. Beyond this warranty, the scope of the what our hardware team can do is limited.
  

  The offer of future promotions was made to provide insight on new Bartesians at a discounted rate should you wish to procure one. Of course, this is through your own discretion. 
  

  Your feedback is appreciated, and we are available for future assistance in the event you do make another purchase.

  Best Regards,

  *****

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20282928
  
  I am rejecting this response because: as expensive as this product is I wouldnt have never guessed that I would have to constantly use it to ensure that it was effective or would not work within that realm of time.  I was on bd rest expecting my son which was born and didnt think that when I turned this on it wouldnt work.  There are several customers all over different sites expressing this exact same complaint.  I have several items that I havent use and works just fine when turning them on even after years of use.  If there is any at all faulty machines or disclaimers that should have been warned to customers.  I dont appreciate buying several items from this company and the biggest items is inoperable this is OUTRAGEOUS to say the least! Why would I possibly buy an entire new machine as if its not operating correctly is of any of my fault.  YOU dont even know if my financial capabilities would even afford another almost $200 machine.  I was *** excited even told ppl yes its worth the money.  I will now tell ppl it will stop working eventually a total waste of money! Your company really doesnt care off the strength you have already been paid.  I purchase directly from your site and not once did it state an extended warranty or purchase more equipment protection.  This isnt the first complaint and Im sure wouldnt be the last.  I hope your perfect your craft because this is leaving a bad review on a lot of sites and I will continue to Inform ppl to protect their hard on money on all platforms. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/10/2023

  Hello Teneasha,

  Thank you for your feedback. We do need to apply the warranty as stated for all of our customers, regardless of any particular situation. While we appreciate mitigating circumstances, we cannot draw distinctions between customers at this time. 
  
  We will provide your feedback as well as that of other customers to our team for future consideration, and appreciate your patience.

  Best Regards,

  *****

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20282928
  
  I am rejecting this response because: they are speaking future customers but I have a complaint now! I purchased several products and was even gifted products from their site and no extended warranty was offered! I wasnt even offered an extended warranty when purchasing machine at all! Now I have a $400 piece of c*** on my bar with no use totally unacceptable.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/28/2023

  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 process for repairing this item is non existent. I purchased this item in February and only started using in April . I followed all the directions for cleaning and maintenance only to have mold show ** in my drink. I tried to find a number to call but was repeatedly directed to the website. Only for that process to start with chat and follow up with email. The email response what later after I tried all the trouble shooting advisement only for the machine to stop running and no liquid movement or drainage from machine. I stared to wonder if my machine was used or refurbished because those things happening so soon especially after I had followed all instructions and care was unlikely. The response I was given basically said I wasnt keeping it clean and to run the cycles again. But how would I do that if the cycles wont run. Awful response time and useless service options. The trash bin is where this product is now

  Business Response

  Date: 07/05/2023

  Hello *****,

  Thank you for your message to the Better Business Bureau. We are sorry to see you are having issues with your Bartesian! We do see you reached out to our Hardware Support Team and have engaged in some troubleshooting for the machine. Our last correspondence was on Friday, June 30, 2023, at 2:38 EST, which we have yet to receive a response back from. For convenience, please find the response copied below and we recommend responding directly to ********************************** for the most expedient resolution to this:
  
  Hello,
   
  Thank you for contacting Bartesian Technical Support. We greatly apologize for any inconvenience.
   
  It is likely that when you first did the cleaning cycle, the mold was pushed into the pump. Completing multiple cycles with the vinegar should force the obstruction.
   
  You may have tried some of this already, but please complete all of the following to help resolve the problem you described:
   
  Not dispensing from spirit bottles:
  The most important step is to complete a descaling cycle with white distilled vinegar, listed on page 12 in your manual. This is recommended monthly for normal maintenance. Use straight vinegar if the descaling and transport cycle was not performed before sitting for an extended period, or if not descaled monthly. Repeat steps 4-6 at least 5 times to force the vinegar through the lines. Allowing the vinegar to sit inside the unit for at least 30 minutes in between pressing the rinse/clean button helps the vinegar to break down any buildup on the lines and valves that has accumulated. 
  Check that the nozzles on the bottles are cleaned thoroughly, especially the duck bill valve (see page 11 in the manual). I personally recommend cleaning this part weekly if kept on the unit.
  Ensure that the duckbill valves on the lid dispenser assemblies for the bottles are inside the bottle, and the circular part with the spring is facing out toward the machine. It is easy to install this part backwards which will stop the flow of spirits into the unit. 
  Make sure the bottles are pressed firmly into the base. If the bottle is tilted or not pressed in firmly, it could cause either a leak or no dispensing at all. 
  If this does not resolve your occurrence, we will be more than happy to assist you with your product. Please reply to this email with the following information so we can assist you further:
   
  Phone number
  Model and series numbers stamped/engraved into the bottom of the machine (e.g. ***** and A1621ET)
  A copy of your receipt/invoice showing purchase date 
  We look forward to assisting you further.
  
  ******
  Technical Services Representative

  Thank you again for your patience, and please do not hesitate to reach out for further assistance as well. 

  Regards,

   

  *****

• Initial Complaint

  Date:06/20/2023

  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 bought up artesian cocktail maker during a promotion that said when you buy one before July 4th you will get $100 credit for margaritas. I bought it during this time and provided customer service with my receipt and they refused to honor the $100 credit.

  Business Response

  Date: 06/21/2023

  Hello Bill,

  Thank you for reaching out to us via our contact form, as well as the Better Business Bureau.
  
  As mentioned in prior communication, the Hot Marg Summer promotion is only available to customers who purchased the Bartesian Premium Cocktail maker via Bartesian.com during the promotional dates. As your order was placed via Amazon, your order is not eligible for the promotion.

  Thank you again, and please let us know if you have any further questions.

  Cheers,
  
  *****

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20212502
  
  I recently received your response regarding my BBB complaint, and I must express my deep disappointment and dissatisfaction. It appears that there's a disconnect between Bartesian's customer service and its commitment to customer satisfaction, and I hope this communication helps to bridge that gap.
  When I initially purchased the Bartesian Cocktail Maker, I was attracted not only by the product's functionality but also by the promotion, which promised a $100 credit for margaritas. This seemed like a fantastic deal, and I was eager to take advantage of it. However, the ensuing confusion and your refusal to honor the promotion, despite my purchase being within the promotional timeframe, has significantly soured my experience.

  
  You mentioned that the "Hot Marg Summer promotion is only available to customers who purchased the Bartesian Premium Cocktail maker via Bartesian.com". However, this stipulation was not explicitly stated in the promotional materials. If it was, I would have certainly purchased through your website instead of Amazon to enjoy the benefits. This absence of clear information has led to a rather distressing predicament.
  In this day and age, customers should be able to trust that the companies they patronize will honor their promotions and uphold their promises. It's disheartening to see a reputable company like Bartesian holding so tightly to a technicality rather than seeking a resolution that satisfies its customer.

  
  I must also point out that your proposed resolution, essentially doing nothing, sends a disconcerting message to your customers. It suggests that Bartesian values bureaucratic policy over customer satisfaction. In my experience, most companies would strive to find a resolution that maintains a positive relationship with their customers, even if it means bending the rules slightly.
  It seems quite inefficient that I would have to return the product, repurchase it from your website, and then apply for the promotion - an ****** complicated process which could be avoided entirely if you would simply honor the promotion for my initial purchase. Surely, there must be a more practical solution that upholds customer satisfaction and loyalty.

  
  Furthermore, this episode has raised concerns for me about Bartesian's business practices and transparency. How can a customer trust in your promotions if they're not applicable across all platforms where the product is sold? And why was this critical piece of information not clearly communicated in the promotion?

  
  I am deeply disappointed with the manner in which this situation has been handled thus far. As a customer, I had hoped for more understanding, flexibility, and a willingness to find an acceptable resolution. It's disheartening to feel that my voice, as a customer, is not being heard.

  
  Thank you for your time, and I hope that this message brings a new perspective to the situation and helps Bartesian reflect on its customer service practices.

  
  Best regards,

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

  Business Response

  Date: 06/22/2023

  Hello ****,
  
  Thank you for your response, and we're sorry to see your frustration. As Amazon is a separate retailer from Bartesian.com, products sold via Amazon are not subject to the same promotions offered on Bartesian.com. The Bartesian is sold by many retailers, each who have their own promotions and sales.. For example, ****** sells the machine with a free pack of cocktails, which is not a promotion Bartesian.com honors. Amazon will soon have its famous "Prime Day", which will allow for large discounts on many products throughout their inventory. Likely, the Bartesian will be included among them (though not guaranteed, as we do not have insight on their potential sales). In a similar fashion, we will not be matching the price of what they sell the Bartesian.
  
  Fulfilling the promotion for other retailers would be us subsidizing their stores. Keep in mind, when you purchase a Bartesian on Amazon, that money does not go to us, it goes to Amazon. Amazon purchases the machines from our manufacturing partner, ******** Beach, just as we do.
  
  For your benefit of future promotions, though we are always updating and releasing certain features of them, we do not anticipate ever allowing other retailer's purchases to qualify for our promotions. We understand that some may not agree with this practice, and that's ok.
  
  Thank you, and please let us know if we may assist further with anything not related to the Hot Marg Summer promotion.
  
  Cheers,

  *****

• Initial Complaint

  Date:05/17/2023

  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.

  Bartasian cocktail maker was purchased 3 years ago and is no longer under warranty. The unit totally stopped functioning. Contacted their customer service for troubleshooting advice. After following their the steps indicated on an email, the unit still did not work. I notified customer service and was told via email that the unit would have to be replaced. I asked if I could purchase a new one at a discount. The representative said no, however, Bartesian will be having a sale for Father's *** and I should wait till then to buy a new one. I am very unhappy with this response. That sale will be for anyone! I am a current customer with an EXPENSIVE product that THEY said should be replaced!

  Business Response

  Date: 05/17/2023

  Hello *******,

  Thank you for your message, as well as reaching out to our team. We are sorry to hear you are having issues with your Bartesian.
  
  We do offer the one-year limited warranty on all of our cocktail makers for any Hardware issues that *** arise in the first year. Beyond that, while we do offer troubleshooting steps as you have taken, the warranty does not cover further issues. We do recommend a number of steps in the user guide for further maintenance and troubleshooting of course.
  
  Beyond the warranty, we have a number of promotions throughout the year for customers who wish to purchase a new or additional machine. We do not provide personalized discounts or promotions, as this would not be fair to not only other customers who have been customers for an equal amount of time or longer, but all customers in general. In addition, it would be untenable from a servicing perspective to provide individual promotions to all customers.
  
  Keep in mind, the larger promotions provided to all of our customers have greater value than anything that would be offered on an individual level if this was option. We appreciate your patience, and for speaking to our customer service team in the first place. Please do not hesitate to reach out if you require any further assistance.
  
  Cheers,

  
  *****

• Initial Complaint

  Date:04/19/2023

  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 the machine 04/24/2021 and the machine hasn't been used that much.We have been looking everywhere to find repair within Bartesian. There is a support email, which I used, however, 3 weeks have passed and no response.I need help and can be reached at **********

  Business Response

  Date: 04/20/2023

  Hello ******,

  Thank you for your message, and we're sorry you're having issues with your Bartesian! We do see you reached out to our Hardware Team on April 10. A member of the Hardware Team, ******, was able to respond to you on April 11, at 11:06 EST. Please check your spam folder for his response along with troubleshooting steps to respond to. For convenience, we will copy the response below for review:
  
  Apr 11, 2023, 11:06 EDT
  Hello,
   
  Thank you for contacting Bartesian. We apologize for any inconvenience.
   
  If you're only having this problem with one flavor of capsules, it may be a problem with that flavor of capsule, 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 you think the problem is with the cocktail maker, we (support@bartesian) will be glad to help further.  There may be liquid on the barcode or the barcode reader may be smudged/dirty. Please open the lid (keeping the same capsule in the unit), wipe the barcode on the capsule and the barcode reader with a paper towel or clean damp cloth, close the lid and attempt to dispense your drink again.
   
  If this doesn't resolve the problem, please reply to us so we can assist further.
  
  In the event these troubleshooting steps do not resolve the issue, the most expedient method of resolving this would be to respond directly to the message they sent. If you cannot locate the message, please let us know and we would be delighted to assist further! You can also reach out to ******************************** for other questions regarding orders or general questions.

  Thank you for your patience!

  Cheers,

  *****

• Initial Complaint

  Date:04/15/2023

  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.

  placed an order on 4/13/23 in the amount of $302.93. I received tracking number ********************** on 4/14//23. I received confirmation that my order was delivered on 4/15/23 by **** Bartesian does not have a customer support number so I emailed the company and have not gotten a response. I received 2 emails back from them, one to indicate that they were sorry and would look into the issue and the second to ask had I received the items ordered (I responded that I had not). I attempted to call ***** at Bartesian at number ************ and did not get an answer.I would like a full refund. This was my first time doing business with Bartesian and Im not happy. I do not need a replacement. Please refund my money to the card on file.

  Business Response

  Date: 04/17/2023

  Hello *******,
  
  Thank you for your message, and for your correspondence via our customer service email. For ease of communication, I will copy the message sent earlier today to you below:
  
  "Though we make every effort to ensure orders arrive without incident, the many variables in shipping outside of our control *** cause issues during some deliveries. This includes mis-delivery by the carrier, packages being stolen in your area, incorrect addresses being added at checkout, among many others. In situations where the order is missing, though marked delivered, we have steps that often result in the recovery and redelivery of the item. The first step in this case would be you confirming your address, which you did. We now have a trace with *** started, and we will reach out the moment we hear back. Rest assured, this will be resolved for you with either the product being received, or the refund provided. We do need to allow time for our carrier to track the order prior to any claim submission.
  
  We have noted your message to the BBB, as well as your recently posted review on ******* While we appreciate the frustration of not having the item in your possession when expected, please note these methods will not result in any change or faster resolution outside of the steps we are already taking. I am hopeful this will save you some time in any further postings you *** be working on."
  
  As you are aware, the trace was completed, and the lost/stolen claim submitted on your behalf. We have processed the refund per your request, and your bank will approve this within the next 7 business days.
  
  Regards,
  
  *****