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:12/10/2024

  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.

  I placed an order for a new thermopen because i received an email saying they were on sale. While I was looking I also decided to order a new thermometer to use with my grill since my previous signals from ThermoWorks would no longer hold a charge to operate while using with the grill. When i received the thermopen it did not light up and would not even operate unless the probe was fully opened. I requested a return and refund. *** the director of customer service then got involved for some reason and told me that the thermopen I bought did not have a back light unlike the older version I had purchased. Then over other emails when i said that i thought it was deceptive that it looked the same as my older model but did not have the same features he started questioning me more and also included in his email that If any items you return have been used, are missing packaging or inclusions, or are not otherwise in like new condition, the refund will be reduced or denied I had already told them i did not have the packaging when they sent a return label for the thermopen. It should not be this big of a hassle to return a product and their terrible customer service is why i would like a full refund and return for these products.

  Business Response

  Date: 12/11/2024

  The complainant purchased two items on 11/18/2024 on **************************. They were delivered on 11/23/2024 by ****. On 12/1/2024 we were contacted by the complainant with this email message:
  This is my second thermopen and it does not light up and only comes on when it is fully open. I would like to return this. Let me know what I need to do.
  And again on 12/3/2024 with this email message:
  This thermapen doesnt not work right. No light in the screen and it only turns on when I fully open it. I would like to return it.
  We replied on 12/5/2024 with the following:
  Thanks for reaching out to us with this issue. I'd be glad to help resolve this issue.
  
  The Thermapen that you recently purchased is out Classic Super Fast Thermapen. Unlike your Mk4 Thermapen that was purchased 2021, the Classic Super Fast Thermapen does not have the backlight feature that the MK4 Thermapen does. So when you do open the probe of the Classic Thermapen and backlight will not turn on. 
  
  Also when opening the probe for the Classic Thermapen the probe will need to be opened a little more then the MK4 before it will turn on. The probe should not need to be opened all the way. Will you please let me know if you have to open the probe until it is fully extended before it will turn on. If you need to open it until it is on about a 45 angle prior to the Classic Thermapen turning on, this is normal. 
  
  I look forward to hearing back from you and helping with this issue.
  The complainant replied on 12/5/2024:
  It has to be fully extended and just being honest if I knew it didnt have the backlight I wouldnt have bought it.
  We replied on 12/5/2024: 
  Thanks for the fast response. 
  
  I am sorry to hear that your did not realize that the Classic Thermapen does not come with the backlight. This is very unfortunate that this was missed. 
  
  I would like to just verify how you would like to proceed with your Classic Thermapen where it is not turning on until it is fully extended. I have a couple of options that we can look into. 
  
  Your Classic Thermapen comes with a 2-year warranty. If you would like me to replace it with a tested Classic Thermapen, I can get that set up for you right away. 
  If you would still prefer to send your back for a refund, I can help set that up as well. 
  
  Just let me know which path you would like to take and I can help get this taken care of.
  The complainant replied on 12/5/2024:
  Return and refund please.
  We replied on 12/6/2024:
  
  
  I have set up your return. Once we receive your items, your refund will be processed. You will also receive a confirmation email at that time. I have also included a return shipping label as a courtesy attached as a PDF. You just need to print out the label and drop off the package at a **** location. (LABEL WAS ATTACHED TO EMAIL REPLY)
  
  If there is anything else we can help you with, please let us know.
  The complainant replied on 12/6/2024:
  What am I supposed to ship it back in? I dont have the box.
  We replied on 12/9/2024:
  Just to confirm, you have the original packaging, just not the original shipping box. Is that right?
  
  Assuming that's the case, you can send it back in any small cardboard box that it fits in (most shoe boxes or similar work fine.) Padded envelopes can work, but we find they are more prone to damage, so we recommend boxes.
  The complainant replied on 12/6/2024
  I dont have any of the packaging, if I need to pay to get boxes and everything lets just return the whole order. Can you send a label for that. Not pleased with how deceptive the thermapen is and had to throw away my previous ThermoWorks because it would hold a charge so Ill return all of this and move on. Thank you!
  We replied on 12/6/2024:
  Maybe I've misunderstood.  It sounds like you feel there was some pre-purchase deception in play here. Can you point out what felt particularly deceptive? We carry eight unique models of the Thermapen with a host of unique features between them. Each product page clearly identifies which features are included with each model.  I've gone through the product page for the Classic Thermapen and found no images or references to a backlight. I would like to know what you saw that felt deceptive so that we can see what we could do to clarify our messaging.  
  
  I'd also like to learn more about what you meant when you said you "had to throw away my previous ThermoWorks because it would hold a charge." Any details you could provide might help me better understand what you experienced.  
  
  To answer your specific question, you can use the same label that [name removed] sent over if you decide to return one or both items from your order. If any items you return have been used, are missing packaging or inclusions, or are not otherwise in like-new condition, the refund will be reduced or denied.
  The complainant replied on 12/20/2024:
  Can I please return both items from this order and get refunded. 
  Sorry I just read the part about it If I  dont have the original packaging or if has been used my refund will be reduced. After this experience with trying to return and my previous experience with my signals not holding a charge anymore and having to throw it it away which is why I placed my most recent purchase. I will not go to the trouble of trying to return and maybe get some possible refund. I also will definitely being posting about this experience. I had been very happy with ThermoWorks until this interaction but I wont be making any more purchases again. I hope you made enough on my previous purchases. Very disappointing!
  

  Our Response:

  The customer has already been provided with a prepaid return label and an RMA number for their return/refund request and was reminded of the terms of our return policy as posted on our website.  We will provide a refund for products that are returned in a timely manner so long as they meet the terms of our return policy. 
  The complainant has accused us of deceptive marketing practices while failing to provide a single image, description, or line of text to substantiate that claim. As stated in the transcript, we asked the complainant to provide evidence of deceptive marketing and have yet to receive those details. If there is something that needs to be corrected on our website, well review it for changes to avoid additional confusion.  Well keep an eye out for that material and respond accordingly if and when its provided. 
  The complainant also waited more than a week after receiving the package to contact us with questions/concerns about what they received. They received exactly what was ordered and when they demonstrated concerns about it not being what they hoped it was, they were offered various options to rectify the situation. They declined or ignored all of those proposed solutions. 
  We ask that the complainant withdraw their complaint or adjust their statement to more accurately reflect the facts. We understand that someone could be disappointed that their expectations were not met, even if those expectations werent based on what was presented to them at the time of their purchase. However, an objective review of the situation would show that the complainant ordered without ensuring that they had a clear understanding of what they were ordering AND that we provided reasonable options to make it right. They chose not to use those options.  

  The complainant has accused us of deception, hassle, and terrible customer service. A review of the exchange will prove that to be a misrepresentation of the actual events, and we ask that those statements be withdrawn.

  Respectfully, 

  ThermoWorks

   

   

  
  

  Customer Answer

  Date: 12/11/2024

   
  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. I am not satisfied but willing to close. The last email basically said if I didnt have the packaging that they could reduce or deny the return. I am tired of dealing with this and feel they were deceptive and made the return process vague on whether i would receive the refund or not. My plan is to keep what I have since I have no guarantee to receive any refund if I return and buy from companies that have return policies that are more cut and dry. I will definitely let people know of the poor experience I have had with Thermoworks. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:01/10/2024

  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.

  This complaint is regarding a faulty/defective product (TimeStick Trio®TX-4300-BK) purchased from the ThermoWorks website on 06-19-2023. I first e-mailed ThermoWorks regarding the malfunctioning product (specifically, the 3rd timer not sounding alarm at end of "count-down") on 01-04-2024, then again on 01-07-2024, and finally again today (01-08-2024) when I discovered another issue (specifically, 2nd timer completely non-functional) with the product. As of yet, I have not received any response from ThermoWorks despite sending 3 e-mails in total that also included my mobile phone number. The resolution that I seek is either a replacement of the faulty/defective product with one that actually performs as intended/designed, or a full refund of all monies paid for the faulty/defective product. Please review included supporting documentation.