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:07/15/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 am a legally blind consumer and have encountered an unjust and inaccessible policy from ********** regarding the return of empty CO2 canisters. The ***pany only offers a $1 refund per canister unless a new canister is purchased at the same time. This practice severely limits the return options for customers who, for any reason — including disability or financial constraint — are not able to provide the empty canister when purchasing their replacement.
  
  Recently, I attempted to return approximately 25 empty canisters to a retailer, but was told that I would receive only $1 per unit if not exchanging them for new ones. The typical exchange value of each canister is $15, meaning ********** is only offering 1/15th of the canister's value when returned without a purchase.
  
  This results in the following:
  
  Scenario
  
  Total Loss (25 cans)
  
  Normal Exchange Value
  
  $15
  
  Return value
  $1
  
  Exchange rate
  $14
  
  Total Loss for 25 cans
  $350
  
  This policy effectively:
  
  1. Discriminates against consumers with accessibility limitations.
  
  2. Deprives customers of fair value for items they previously purchased in good faith.
  
  3. Uses the exchange system as coercion to force new purchases.
  
  I request that ********** either (1) offer a mail-in or store return program that provides full exchange value without requiring a new purchase, or (2) reimburse the equivalent value of the 25 returned canisters at fair exchange rate.
  
  Desired Resolution:
  
  1. Credit or refund based on the standard exchange value of $15 per canister for the 25 returned units.
  
  2. A revision to **********’s policy that allows disabled customers to return empties without the requirement of a simultaneous purchase.

• Initial Complaint

  Date:02/28/2025

  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 purchased 3 different machines from SodaStream and because one of them failed within the warranty period and I could receive no resolution from their customer service I am filing this warning to all future customers.Their customer service is an endless loop and denial of problems with their system. This time I purchased the extended warranty with ****** so we'll see how this ends. Past experiences tells me their online customer service is an endless countdown to there's one person before you until their business hours are closed.

  Business Response

  Date: 03/02/2025

  Hello *****, 

  We do apologize for the continued inconveniences you experienced. All of our agents are trained to troubleshoot over the phone and if we cannot fix the machine or pinpoint the issue we will replace it (while the warranty is active). We checked our records and could not find any purchase history so we could not validate the age of your machine. Additionally, I have checked your tickets and do not see any calls into our support team to help troubleshoot your issues. 

  You then sent 2 requests to help register a different machine online, Friday afternoon. I assure you that one of our agents will respond to your ticket within 24 business hours, so by Monday. We do appreciate your understanding but our agents are trained to follow the given protocol. If you choose to call in on Monday during our business hours we would be more than happy to assist with troubleshooting your machine and checking your warranty replacement eligibility. 

  If you made the purchases or call under different information, please let us know and we can review the calls/interactions. *Please note, our hours are 9AM-7PM EST. 

  Thank you!

  ********

  Consumer Response Manager

   

• Initial Complaint

  Date:12/07/2024

  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.

  2022 ****** purchased Soda Stream machine with one full CO2 cylinder. ****** does NOT ACCEPT empty cylinders. No businesses in *** accepting empty Soda Stream ********************** sells full cylinders but no info given on return of empties?No point in buying full cylinders if there is NO WAY TO RETURN THEM !!Soda Stream charge to RETURN single empty cylinder $14.99.I want my money back $149.99 plus tax, paid at Target and RETURN slip and box to send ALL BACK!

  Business Response

  Date: 12/09/2024

  Hello, 

  We do apologize that your local Target is out of stock on local cylinders. We do have a retail team ready and equipped to handle misinformation given from the retail workers. We do participate with other local retailers for your cylinder needs. Please follow the link to find other participating retailers near you: ******************************************************. Please note that you will have to take your empty cylinder to the customer service desk where they keep the exchange cylinders. They will not be found in the isles with the full priced spare cylinders. We do always advise consumers that having more than 1 cylinder is the best way to never run out of bubbles!

  Unfortunately, since the machine kit was purchased from ******, we are unable to issue a refund. You should be able to reach out to ******, who has your funds and access to the order for the refund. 

  For our online services like many others around the globe, the more cylinders you order- the cheaper the shipping. The price to return cylinders is always free, as we include a return slip in each package. Please, let us know if we can assist you further. 

• Initial Complaint

  Date:07/28/2024

  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 purchased two co2 canisters. The wrong two were sent. I need the dark blue or pink. I received two of the light blue ones.The wrong item was shipped to me, now theyre refusing to replace these for the correct ones.I spent $70 on the canisters and I do not have the correct ones.

  Business Response

  Date: 07/29/2024

  Hello *******, 

  We see that you reached out yesterday, after business hours to inquire about the wrong cylinders that were shipped by Amazon. We do apologize that they were not able to assist you. We will be more than happy to offer you a courtesy replacement of the cylinders. We have requested some additional information through your support ticket 6020918. Once we have that information we will replace your cylinders, free of charge. 

  Let us know if we can assist you further!

  Regards, 

  ********

  Consumer Response Manager

   

• Initial Complaint

  Date:05/03/2024

  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.

  On April 30, I got an email that my sodatream CO2 subscription shipped. Today May 3, I contacted because tracking says hasn't shipped but a label was created. The phone rep told me that the package was returned to sodastream because it was damaged. I asked rep why then a replacement wasn't shipped or I was notified. the phone rep told me that it is up to *** to make it right and *** needs to contact me. I asked how *** would have had this info and was told that someone would call me to schedule a call in 24 hours. That makes no sense and I was told this is their policy. All I wanted was my CO2 that I paid for, or a refund and I am not sure how either is *** responsibility.

  Business Response

  Date: 05/06/2024

  Hello ****,

  We are truly sorry for the ongoing inconveniences you have experienced. It appears that a supervisor request was submitted after 5pm on Friday, as our Supervisors typically leave at 5pm EST. This may have caused a delay in receiving a call back within the usual ***** business hours. Rest assured, we will remind our agents to provide this information when explaining the process.
   
  I have checked and can confirm that order ******* is scheduled to ship today. Once it has been sent, you will receive the tracking details. If you require any further assistance, please do not hesitate to reach out to us. We are delighted to have you as part of the SodaStream family and are eager to demonstrate that our customer service exceeds expectations in helping you.

  Customer Answer

  Date: 05/06/2024

  
  Complaint: 21663713
  
  I am rejecting this response because: the request was before 5, was at 2;30. And that does not answer when I would receive my product that I [aid for, nor does it answer why Soda stream is giving my information such as email, phone number and credit card information to **** And that is according to the customer service agent that I spoke with on the phone.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 05/06/2024

  Hello ****, 

  I was able to listen to the recorded call and did hear where the agent misinformed you. *** would only have your phone number, name and address on the package. Once the package leaves our warehouse and we send the tracking to you, we do not have constant monitoring if the package was delivered, or not. If you are signed up with *** on their website, you can get this sort of communication with them. 

  We will make sure to speak to and train the agent with whom you had the first call. We do apologize thoroughly for the continued inconveniences you experienced. Consumer satisfaction is our top priority! We have since made your replacement order 3708969 and it has *** tracking 1Z6EF7790382944436. There isn't any movement on the package, yet but I will check tomorrow to make sure it gets shipped out without any issue. Please, let us know if we can assist you further. 

   

  Customer Answer

  Date: 05/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:04/08/2024

  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 purchased $171 of flavored water on soda stream on a weekend. Because it was guest checkout there was no way to cancel the order when I realized the address was wrong. I immediately contacted the company number and they were closed so i sent an email. They responded at 1 pm today saying they cant refund the money because it might have shipped but they couldnt confirm anything or resolve the issue. I want to order water from the correct address. I am a frequent customer and have an account I just accidentally did guest check out and there was no way to cancel the order or change the address. I cannot return the product because I dont live at that address or have their contact information. I also submitted a payment stop request with PayPal with no result yet.

  Business Response

  Date: 04/09/2024

  The agent requested and the order was successfully cancelled/refunded. The refund could take anywhere from 3-7 business days to reflect back into her account. 

• Initial Complaint

  Date:12/04/2023

  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 paid a deposit to ******* when I purchased two different new containers of CO2. I understood I would get my money back upon bringing them back. Neither ******* or ******'s say they can give a deposit.These stores should not be permitted to sell a container if one is required to be made whole at the point of purchase. ******* is keeping my money, but not giving it back. ******* has also gotten rid of the empty tank return machine.So, between ******* and Soda Stream, they took my money. And, **** Stream says if I mail the empties back, I only get $1 back. What Soda Steam is doing should be illegal. I should have been told at the time of purchase, I would not get the refunded what, by all rights, was a deposit. (Paid $30 reach, but told $15 was a deposit at the time of purchase.) Several people on Reddit, I see, were similarly duped by how Soda Stream operates thru its partners.

  Business Response

  Date: 12/05/2023

  Hello,

   

  We do apologize for any inconvenience you experienced and would be more than happy to explain our exchange cylinders vs. spare cylinders. 

  If you no longer use your SodaStream or would like to recycle extra cylinders, you can return used cylinders to an authorized SodaStream distributor without exchanging it for a full one. You will be entitled to a return fee of $1 or local equivalent. The $15.00 licensing fee is not refunded when used cylinders are returned.

   
  The cylinder is proprietary to SodaStream, and protected by intellectual property rights. Further, to protect users safety and health, various directives and regulations govern and regulate the use, refilling, maintenance, retesting and repair of the cylinder. SodaStream possesses the legally required knowledge and expertise to be responsible for strict legal compliance that can only be guaranteed if the cylinder is maintained, examined, retested and refilled by it. Thus, the cylinder remains the property of SodaStream and is provided under License.
   
  For every spare cylinder purchased, you pay a licensing fee to use the cylinder and for gas. With a gas exchange, you can return any used SodaStream cylinders and just pay the price for gas. This License will continue to bind the use of each subsequent SodaStream cylinder.

  
  I do apologize for any inconvenience and that you may not have been aware of our policy prior to purchasing additional cylinders. 

• Initial Complaint

  Date:02/13/2023

  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 soda stream unit here in **** ** and was told I could obtain refills for the cylinders here at Target where I purchased their item. On the mainland they will mail these refills to your home. Here, they will not mail them and the refills have not been available where they claim. I presently have six of these cylinders at $30 apiece that are useless. I would like a refund for the empty cylinders.

  Business Response

  Date: 03/22/2023

  Hello *****,

  We did speak to this consumer last year in September and December. We offered a few local places but we have a more complete list below. Due to the hazmat nature of the product, we are unable to offer our online exchange cylinders outside of the continental **. We are only able to offer them in retail locations in ******.
  

   

  ****** #****- *********************************************

  ****** #****- **** ******* Pky, *******

  ****** #****- ************************************

  ****** #****- ***************************************************

   

  In terms of refunds for the cylinders, they do state that the consumer is entitled to $1 upon forfeiture to a participating retailer.

   

  When empty, please return this cylinder to SodaStream of an authorized SodaStream dealer in exchange for a full SodaStream cylinder, for the price of the gas refill only, or you may return this cylinder in good condition without exchanging it and receive a return fee of $1.

   

  If, for some reason he is unable to get the $1 from the retailer, we can assist in his refund.

   

  Thank you,

   

  ********

  Customer Answer

  Date: 03/24/2023

  
  Complaint: 19396245
  
  I am rejecting this response because: The alternate locations are not on this Island. How am I supposed to get them? This response is ridiculous.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/18/2023

  Consumer has reached out 3 times for stock updates. We provide him with locations in ******. As of Monday, Target on ************************************* has stock of both our cylinders. Due to shipping restrictions we are unable to ship direct-to-consumers in ******.

  
  

  Customer Answer

  Date: 04/19/2023

  
  Complaint: 19396245
  
  I am rejecting this response because: Target never has the ones I need and Soda stream is suggesting that I drive 5 hrs. or go to another Island to get my refills. I don't think I can take these on the plane. I've spent nearly $200.00 on these bottles and they only want to give me $1.00 each back? I've always heard soda stream had good customer service and took care of their customers. I'm not seeing it.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/24/2023

  We had advised on 4/18 that there was a Target in the vicinity that actively carries our exchange cylinders. I checked with our retail team just now to confirm that the following Target in **** has quick connect cylinders: Target: ************************************************ 

  Customer Answer

  Date: 04/25/2023

  
  Complaint: 19396245
  
  I am rejecting this response because: Yes target has the new quick connect cylinders at $30.00 a piece. I have six of these already. I would like the refills which they rarely have. Target customer service is hard to get through to and it is a 70mi round trip and fuel here is over $5.00 a gallon for my vehicle. I don't need more cylinders cluttering up my place and your offer of $1.00 refund is insulting as well as your suggestion that I go to another island to get them. Do you think there is a highway connecting the islands here? Hello? No ferry either. I also wrote your corporate office with an offer to refill your bottles locally and got no response. I really like the product, I just wish I could say the same for your customer service.
  
  
  
  Regards,
  
  ***************************