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:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a Harvest Right Freeze Dryer and were delighted. It was wonderful and we carefully maintained it and followed all instructions for about 3 years. Then without any provocation it wouldn’t hold a seal. We emailed and called Harvest Right and they told us numerous things that they thought were wrong shipping us part after part (over $1000 worth) that did not fix the problem. Finally they said to ship it back to them because they couldn’t figure it out. That cost us $400+. We were really excited to finally get it back but alas it was badly damaged in shipping so back it went again. When it finally came back it still didn’t work. They replac we d the cabinet and not the working part of the machine. Every time we call or email it takes weeks to get a reply and nothing has worked. They say it worked fine in the factory but it won’t work when we get it back. We are at our wits end and this has been going on since last September!!!! I thought this would Be a good company but we are very disappointed in their customer service or lack thereof. Also these machines are supposed to last 10-15 years, not just 3. Is there anything else we can do?

  

  Business Response

  Date: 07/24/2025

  We are sorry that you have issues with your freeze dryer.  I have forwarded your concern to senior management for a quick resolution.  With over 1 million machines sold, some issues arise from time to time.  Our offices are closed on Thursday and Friday, but you can expect a call the first part of next week with a technician to assist you.  We value each customer and want you to be able to return to freeze drying shortly.

• Initial Complaint

  Date:07/22/2025

  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 bought "The Big Unit" and immediately had problems with it and it in fact, never worked. I called the customer service and they immediately started blaming me for everything or the wording with which I used looked up information online because I got most of my information from the internet on what it needed. Now, I have had the electrical reinstalled as per their request and the unit still doesn't work. It was purchased in December but wasn't plugged in till January or February because of my so I was unable to return it to Tractor Supply, and as I said the unit did nothing it was supposed to unless it was supposed to ruin all the food I put in it -- which also costs money. They are extremely rude, condescending, prying, and inept.
  I live in a town with a population of 400 with all the surrounding areas and I had someone that had a similar problem with their one of their smaller units and it took months to get fixed and they wanted this person to replace the motherboard. To get to that point it took her months...this is not the first time they have had these problems and they have learned to just blame it on whoever bought their unit in the first place. I want the unit replaced with one that works -- both the pump and the freeze dryer. I decided to discontinue talking to them and getting blamed for everything that their unit has a problem with. I am also not looking for any extra work because I have plenty and I don't want to replace motherboards or do anything that causes me any more distress on this situation.
  The right thing to do would be to send me a new unit and $200 for new food and distress. If they can't do that they can send me $3,600 which will cover the cost of both the food and the defective product with sales tax. I am already in their system so they should not need the receipts etc. which they already have.

  

  Business Response

  Date: 07/23/2025

  We are sorry that you are having issues with your freeze dryer.  Our records show that it has been five months since you have been in contact with Harvest Right.  I have forwarded your request to our senior management for quick action.  Please read your owners manual and familiarize yourself with the terms and conditions of your purchase.  Harvest Right is NOT responsible for food that perished.  We are confident that Harvest Right can get your machine running properly.  We are grateful for each one of our customers.  Our representative will be reaching out to you shortly.

• Initial Complaint

  Date:07/12/2025

  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.

  We purchased a new Harvest Right Freeze Dryer system with the Premier Oil Pump on May 13, 2025, and it was delivered on May 19, 2025. We paid approximately $3,600 expecting a fully operational freeze dryer system that would allow us to preserve food for our small business.
  
  From the very first attempt to use the machine, the system has not functioned properly. The Premier Oil Pump made loud ticking noises, spewed oil, and the demister came off during initial startup. We followed all maintenance instructions exactly as provided — twice — including draining and replacing the oil with the correct 20 oz amount, and thoroughly cleaning and drying the demister for 48 hours.
  
  Despite this, the pump continues to tick for approximately 10 minutes after startup, and the system has never successfully completed a freeze-drying cycle. During test runs, the machine simply continues to recycle and does not proceed into freeze-dry mode.
  
  We reached out to tech support (Ticket #******), and after repeated back-and-forths with a representative named ****, we followed all additional troubleshooting steps — including sending requested videos and changing the pump’s surface. On July 5, we submitted two videos as requested, and also sent a system log file downloaded via jump drive, per their request.
  
  A second ticket (#******) was opened when the system continued to fail. We’ve remained fully engaged and responsive through both tickets, but the machine is still not working.
  
  To date, we have not completed a single successful freeze-drying cycle. We reported the issue in good faith, attempted every solution provided, and submitted all supporting media. The company has not provided a resolution or offered a replacement unit.
  
  Desired Resolution:
  We are requesting either a full system replacement or a full refund of the purchase price.

  

  Business Response

  Date: 07/13/2025

  We are sorry that you are having issues with your freeze dryer.  I have elevated your concern to senior management and have attached the complaint to your ticket.  We are confident that we can get you up and running soon.  Continue to work with your technical advisor and I will make sure your concerns are taken care of.  We are grateful for your business and sincerely appreciate your patience.

• Initial Complaint

  Date:07/10/2025

  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 purchased a large home freeze dryer with an oil free pump ($4,800) online from Harvest Right in March/April 2024. Upon arrival the machine was inoperable and I was required to repair a defective seal on the machine before I could run the initial testing of the unit.
  Over the course of a year of ownership and use I've had to perform varying repairs on the unit on 8 occasions. The unit was within the 1 year warranty period so technical support guided me through some of the repairs.
  
  In the 13th/14th month of ownership the compressor/condenser failed and required replacement by the manufacturer per Harvest Right's limited warranty policy. I shipped the defective unit back to Harvest Right with a pressure release valve and software version 6 purchased from Harvest Right on the unit. After more than 50 days a representative from Harvest Right informed me that they had decided to ship me a refurbished unit with the same warranty and rough manufacturing date as my original unit. I accepted these terms provided the unit was fully operational and identical to my originally purchased unit. It has proven not to be operational.
  
  Upon arrival the refurbished unit would not connect to Wifi and ran 2 cycles before corrupted software rendered the unit inoperable. After repeated attempts to contact Harvest Right to have the issue resolved they sent a file to downgrade the unit from software version 6 to version 5. That update failed, as well as all previous attempts to operate the unit. Harvest Right has ceased communication with me. 
  
  I recently started a Freeze Dried Organic Fruit & Vegetable business called ****** ************** LLC - Because Food is Medicine. Harvest Right's breach of contract has caused incalculable damage to my business.

  

  Business Response

  Date: 07/10/2025

  We are sorry that you continue to have issues with your freeze dryer.  I looked at the notes on your file and see that our technician has attempted to reach out to you with no success.  I have forwarded your issue to senior management who will make sure your issues are resolved.  We appreciate your business and hope you get the issues resolved quickly and to your staisfaction.

  Customer Answer

  Date: 07/11/2025

  
  
  Complaint: 23580813
  
  
  
  I am rejecting this response because to this date I have not received a solution. No technician has contacted me. I have only been told that the issue has been escalated. I still have an inoperable freeze dryer. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 07/11/2025

  Your technician was out of the office yesterday.  She should be calling today or tomorrow at the latest.  Thank you for your patience as we try to resolve your issues.

• Initial Complaint

  Date:07/01/2025

  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.

  Dear Harvest Right,
  
  I’m writing as a long-time fan and customer who has greatly valued the quality of your freeze dryers—until now. I purchased my machine less than three years ago, and while I’ve loved using it, I am incredibly frustrated with the service I’ve received when encountering a problem.
  
  First, I was disappointed to find that your customer service is not staffed with English-speaking representatives, despite being based in the U.S. While I understand and respect diverse workplaces, effective communication is essential for resolving technical issues, especially with an almost $5,000 investment.
  
  Second, being charged $50 just to speak to a technician for basic troubleshooting feels unreasonable. I understand fees for out-of-warranty repairs, but charging for initial guidance on what should be a straightforward fix seems excessive and unfair.
  
  I’ve always been proud to recommend Harvest Right to others, but this experience is making me reconsider. I hope you’ll review your customer support policies and improve accessibility for loyal customers like me.
  
  Sincerely, ********** (*********)

  

  Business Response

  Date: 07/01/2025

  Thank you for taking the time to write the BBB regarding your concern about our warranty policies.  Harvest Right charges a nominal fee for support when any machine is out of warranty.  Any appliance company will charge a service call fee for diagnosing an issue.  With over 1 million machines now in circulation, we rarely have issues with customers who need to pay the fee in order to talk to a technical representative.

  We are grateful for your business and hope you understand our policy.  We do have 24/7 support with our call center in the Philippines.  We are sorry that sometimes they are hard to understand.  Our tier 2 support team is based in Salt Lake City and is prepared to offer assistance once the service charge fee is paid. 

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife cut the palm of her hand while cleaning the shelving unit in the Harvest Right Large freeze dryer we purchased in March, 2025. One of the shelves has a very sharp edge which we believe is a manufacturing defect that should be remedied by exchanging the shelving unit. We contacted Harvest Right Customer Support about this issue and the response we received was, "Just sand down the shelf so it is not sharp." This is not acceptable! They asked for pictures which I told them would not show any glaring issues because the problem with the shelf made the edge more like a sharp knife. Should we attempt to grind or sand the edges like they instructed and then damage the heating pad for the shelf, we will then not have a warranty because we damaged the unit. We are not asking for money - we believe this is a manufacturing defect that should be replaced with a properly made and inspected shelf unit. We also believe we should not have to pay for any shipping costs as this is not a problem we caused.

  

  Business Response

  Date: 06/24/2025

  We are sorry that your wife cut her hand while cleaning the shelving unit.  Harvest Right advises that you use gloves while cleaning the shelving unit.  Sanding your shelving unit will not harm the shelving unit and will not void your warranty.  I will forward your concern to senior management.  We are grateful for our customers and hope you enjoy your freeze drying adventures.

• Initial Complaint

  Date:06/06/2025

  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 purchased a Medium Freeze Dryer in July of 2023. It did not work correctly, and they had me update the software. In April of 2024 it quit freezing. Harvest Right took it back and charged the freon. I received it back in May of 2024. In October of 2024 it failed again. I packed up a cosmetically perfect machine and sent it back again. It shipped back to them November 11, 2024. When i received it back it made a horrible dripping noise and a vibration. Upon further inspection i noticed some screws laying in the bottom of the unit. I also had noticed that the control panel no longer seated properly on the unit and was out of alignment. I reported this to the tech support team. The unit did freeze, but Ice was building up on the compressor and the lines. They told me it needed more insulation. They should have caught that before sending it back to me. They wanted me to do this myself. I was not comfortable and i didn't want to send it back again. They said they would try and find someone to come and take care of it, that never happened. I agreed to take it apart. While walking through it with tech support, i noticed internal damage which is why the control panel wasn't seated correctly, the screws in the bottom were for the framing that supports the drum, they were never put back, and there was damage on the bottom right panel that made it hard to get the screws out, and when i had to put it back together, i couldn't get it to line up to get all the screws in properly. I wasn't able to fix the problem, so it went back again in In April of *********************************** May. They assured me they would fix the damage and the noise. They did fix the dripping sound, but they did not fix the damage on the unit. Now they want me to send it back again or send me the panels to do myself. They now say there was shipping damage, I just want a machine that works and looks like it should. I didn't damage or break it. It's been one big Circle Jerk.

  

  Business Response

  Date: 06/06/2025

  We are sorry for the issues with your repairs to your machine.  Our senior management is trying to locate one of our technicians to address the issue directly with you so you do not have to send your unit back to Harvest Right.  I can see in the notes that dispatch is in the process of locating a technician in your area.  Hopefully we can get the issues resolved quickly.  We appreciate your business and your patience.

   

   

  Customer Answer

  Date: 06/11/2025

   
  
  Complaint: 23433330
  
  
  
  I am rejecting this response because:

  There has been so much confusion around my machine, at this point I have 0 confidence in Harvest Right or the future of my machine.  I have been told different stories about repairs and damages to my machine.  I have emails and photos but am now being told that those are not correct.  I am so confused as to what has really been done with my machine.  Also, The Lies, I was told on the third shipment that all the damages would be fixed, when I called out the control panel in a photo I received prior to its last shipment back to me, I was told it was taken care of.  When i got the machine back and it was Not taken care of, i was told there was no tech available to fix it.  I have emails for all of this.  I am also concerned on the condenser, it has failed twice, i was told the second time it was replaced, it was a bigger unit, that is why I see the icing, now I am told it was NOT replace, it was just a valve.  So, what was it?  If it is the same condenser, why didn't it ice up prior to its second return?  On the damage, I called FedEx, spoke to Kim the supervisor, she told me that there was no damage reported on the shipment of my machine, but Ben insisted there are, so who is telling the truth? He also told me the door hinge was not replaced, but i have the email from Tanner showing the damage and telling me they were replacing it.  My contention here is that some sort of damage happened back in the November return of my machine to Harvest Right.  I can tell by the internal damage i discovered that something is not right.  Harvest Right has given me all kinds of conflicting information and again, I have 0 Confidence.  I have another Medium Freeze Dryer, It has worked perfect since Day 1 and is not beat up.  This is what i expected from my second purchase. I want another machine that is NOT Beat Up and that will work like that one since day 1.  Honestly this is just the surface.  This has been an awful experience, I have already been through, "We will find a technician in your area", never happened, that's why it went back the third time.  It's still damaged, it still ices, and i was lead to believe repairs were made that now they say were not.  0 Confidence is all I have left.  
  
  Sincerely
  
  
  
  Lisa Bozek

  

  Business Response

  Date: 06/12/2025

  Thank you for the additional information.  I have forwarded your response to senior management for a speedy resolution.  We are sorry for the inconvenience this has caused you. 

  Customer Answer

  Date: 06/13/2025

   
  
  Complaint: 23433330
  
  
  
  I am rejecting this response because:

  It is the same line of Crap.  This ticket was opened in October; it is 8 months.  It has been to you 3 times, and you have outright lied to me on both the repairs that were supposedly done and fixing it when it came back to you the last time.  You looked for someone to come out last time, it didn't happen, and when it did go back to you, you didn't fix all the issues and then you flat out lied to me.  0 Confidence.

  
  
  
  Sincerely,
  
  
  
  Lisa Bozek

  

  Business Response

  Date: 06/13/2025

  We are trying our best to find a qualified technician to come to your house so you don't have to send your unit back to Harvest Right.  With over a million freeze dryers sold, our desire is to make sure each customer is taken care of.  Please be patient as we work through your issues.

  Customer Answer

  Date: 06/17/2025

   
  
  Complaint: 23433330
  
  
  
  I am rejecting this response because:

  The person they found has horrible reviews.  1.5 to 2.1.  Doesn't show up, crosses wires and doesn't come back, takes money and does not return.  Also, Johnson Appliance Repair in Knoxville has an F with the BBB for unanswered complaints.  It can't be verified if he is indeed licensed and insured, and he is going to come and fix this after watching 3 videos.  If he even bothers to show up.  I am insulted that this was the option and nobody really "vetted" him.  

  Bottom Line, the machine went back for the third time, and I was assured it would be fixed, and the damage would be taken care of, it was not, but I was told it would be and i was told it was.  All documented in email.  Before it came back to me, I called it out, I was told it was indeed taken care of.  When I got it back and it was all out of alignment, I was told there wasn't a tech available to make the repairs.  That is why it went back, for the noise, the icing and the panel damage.  The noise is fixed. 

  The machine needed new software right out of the box and then it completely failed to freeze within the first 7 months.  It went back, was recharged, and I got back a working machine if perfect condition.  5 Months later it failed again.  It went back a second time and came back with a horrible noise, loose screws in the bottom of the machine, which I was told were probably extras, they weren't, they were for the chamber support, which was part of the noise, I did put those back in myself, the condenser started developing ice, the elbow was leaking water and the control panel was not seated correctly.  Ater much go around, i had to send it back a third time and i was told it would ALL be taken care of.  The noise is fixed and that is all.  

  I have been told several different stories and at this point i don't know what to believe.  I have another machine that works perfect and is in perfect condition.  That is what I thought I was buying with this second machine.  It is not what I got, but it is what I want.

  P.S.  Kim at FedEx, who works with Jake Wood assured me there were no claims filed on my shipment for damages and there were no damages noted.  It was signed for Free and Clear with no Damages Noted.  Ben insists the damage happened back under ticket number 347088 back in November and it was indeed shipping damage.  So, how did my machine get damaged and if there was shipping damage, why wasn't it all repaired and sent back to me in the same condition I sent it to you the SECOND Time!!!!!

  This has been ongoing since ticket 347088 was opened in October, it is now ticket 422168, but the damage and faulty repair was done under ticket 347088.  
  
  
  
  Sincerely,
  
  
  
  Lisa Bozek

  

  Business Response

  Date: 06/19/2025

  Harvest Right has agreed to bring back your machine and repair it.  Our management team has been in contact with you and indicated that you have agreed to this solution.

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23433330
  
  
  
  I am rejecting this response because:

  I am not completely rejecting this, but since my confidence is at 0, I don't want to close out this complaint until I know I have a properly functioning machine with the panel repairs.  

  Under ticket 37088, I sent in a machine that had quit freezing for the second time, it failed in the first year and had already been to HR once, I got back a machine that was freezing again, but it made a lot of noise.  I had noted with Tanner that the control panel came back not seated correctly, and there was icing on the condenser, and 1 elbow behind the control panel along with a lot of noise.  A dripping and a loud vibration.  This is when I noticed the screws in the bottom of the housing and the dents in the front panel.  At first, I was told the screws were probably extras and the icing was normal since they put in a new condenser, a bigger one, hence the ice.  The noise I was told was from not enough insulation.  My honest feelings on this, how did it leave your facility like that?  If it had truly been tested, you would have heard and seen the things I did.  It should not have come back to me like that.  I was told I would need to add insulation, I did not want anything to do with "repairing" the machine myself, I was not, and am not comfortable with it, I don't understand how it all works, and I am not the person for that job.  After a couple of weeks of waiting for HR to find someone to come out, which did not happen, I agreed to add insulation myself as long as Tanner walked me through everything.  He did, when I had to take the machine apart, that is when I noticed the internal damage on the machine and the screws at the bottom were actually for the support around the drum, I put those back in and the vibrating sound did go away. I sent photos as I was working to Tanner with the stripped screws, the dents and the damage to the insulation around the drum where the support arm on the control panel dug in or something.  This is when I realized that something happened to my machine.  I went back to Tanner's email from December where he told me they had to replace the door hinge, and the picture showed my machine with the door sitting on top.  I didn't send it in like that. I really don't know what happened on that second trip, but on the third trip I was assured I would get it back working properly and put back together properly.  It did quit making the dripping noise, but the screws were just forced in, and the machine panels do not line up.  The control panel is still crooked, the slot inside the front panel is bent, the pump side panel is bent on the bottom and doesn't allow you to line it up and there is a sharp corner on the top. I sent photos of all of it.  I have had been told different stories on the condenser being replaced, I don't know what the truth is, and I know my machine never iced before, my other "Perfect" machine does not ice, so I am having a hard time accepting it.  Especially since I have been told 2 different stories.  I don't want it to fail again, twice in a short time span is enough.

  When I received it back this last time under ticket 422168, I really thought it was going to come back right, I was assured, I called out the control panel in a photo that was sent to me before it shipped, I was assured everything was taken care of.  It was not, then the same person told me there was no tech available to fix the panels, I don't get it at this point.  I just want a machine in good working order and good shape.  This will be its Fourth trip across the US, I don't want to have to do it again, and I would really hope HR does not either.  

  I agreed last Wednesday to send it back, I told Ben I would send the photos he needed on Thursday, which I did, and I let him know it would be packed up the same evening.  It was 2:50pm HR time when i sent that on Thursday, but when I didn't hear back from him or hear from your shipping department, I emailed him on Friday afternoon to make sure he had seen my email.  I got a reply at 2:30 pm, today, Monday.  So, my machine has been sitting on a skid ready to go since Thursday.  I did reply to Ben today and told him it was ready; I have had no response.  I would like to feel like I am a priority, I just want to get this taken care of.  I don't want to close this complaint because my confidence is 0.

  
  
  
  Sincerely,
  
  
  
  Lisa Bozek

  

  Business Response

  Date: 06/24/2025

  Thank you for the additional information.  I notified Ben that he should make sure this is his number one priority.  I understand that you want to keep the complaint open until it is resolved.

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23433330
  
  
  
  I am rejecting this response because:

  I still have not heard from Ben or the shipping department.  I will call and talk to the Philippines, see if I can get an appointment to talk with someone.  Since ticket 347088, this is the worst Customer Service I have received from anywhere.  I Love my First Machine, this one, Not So Much!!
  
  
  
  Sincerely,
  
  
  
  Lisa Bozek

  

  Business Response

  Date: 06/26/2025

  I sent a note directly to Ben to contact you.

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we purchased our freeze dryer we were told that the oil-free pump was the better pump. It barely lasted a year before it malfunctioned. The pump was approximately $1,800 and we were just outside the one year warranty when we contacted the company. After troubleshooting their solution was to have us send it back to them for a rebuild for an additional $360 or buy a new pump. They said there were maintenance steps for that pump but the manual that came with the pump does not show any maintenance at all. We think that we were sold an expensive pump that was not built to withstand very much use. The company is not helpful and we cannot get parts that we may need to fix the pump.

  

  Business Response

  Date: 05/09/2025

  We are sorry that you are having issues with your oil-less pump.  The pump is covered under warranty for one year.  If you send your pump to Harvest Right, then will repair it for a nominal cost.  Harvest Right does not sell parts for the oil-less pump.  Special tools and equipment are required to successfully rebuild the oil less pump.  I will have one of our technicians reach out to you.  We are grateful for your business and hope to get you back up and running soon.

• Initial Complaint

  Date:04/10/2025

  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.

  Unlike the past 4 years of ownership, Harvest Right (HR) now charges $45 for this phone consult, where before, there was no charge for phone service. We contacted HR service because our Medium freeze dryer was not performing the vacuum cycle. On the phone consult, the technician had us use a voltmeter to check the status of a thermostat on the back of the shelving unit. The thermostat had failed, and we were provided two options. HR could send us the thermostat and we repair ourselves, OR we could send the shelving unit to HR and they would make the repair and send back to us. It was presented as the same option financially, with no cost mentioned for either. We decided to have HR complete the repair. HR was supposed to provide us with a return shipping label, however, they did not. So we shipped the shelving unit to HR ourselves. ($83.66 out of our pocket). Once the repair was completed, HR simply sent us a "pay the invoice" link for $109. $2.50 for the new Thermostat. $16.50 for new shelving unit insulators (3), which we did not authorize, and $90.00 for labor. None of these charges were mentioned during the initial phone consult with the service technician on March 3. If so, we would have fixed ourselves. When we brought up the $83.66 out of our pocket to ship the shelves to them, we were blamed twice for that and offered a $50 in-store credit. (not a credit to the invoice due). They said "we should have asked" and the shipping label only costs them $20. We were told to take the in-store credit, and the service manager called the credit "generous". I asked for an additional $16 to make up the difference, and was laughed at. HR then came back stating that they don't cover any shipping for out of warranty, and they would cover shipping cost back to us for the mis information the technician shared. The $50 in-store credit was now off the table. We paid the invoice, simply to get our shelving unit back. All trust has been lost with HR service.

  

  Business Response

  Date: 04/21/2025

  We are sorry for the confusion regarding our warranty.  Our warranty covers everything for one year and a three year limited warranty for the refrigeration system.  A nominal service fee of $45 dollars is charged for support after the one year lapses.  Warranties do not run in perpetuity.  Our technical department followed the policy.  We are grateful for your business and wish you great success going forward.

• Initial Complaint

  Date:03/27/2025

  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.

  On 12/10/2025 my husband purchased a harvest right freeze dryer from lowes. The machine did not arrive unit 1/11/2025 after using the machine for less than a month it failed to freeze. They sent me a new machine (that took a month to arrive) and all was well. Now that machine has failed after 21 days of use. **************** was no help as I started over a week ago telling them something was wrong after upgrading the software. Now they will not issue a refund authorization so lowes will give me my money back. No matter what they want to replace it after I send it back but will not issue a bol to have it picked up. **************** is unwilling to help

  

  Business Response

  Date: 03/28/2025

  Thank you for reaching out about your freeze dryer.  I have forwarded the information to our senior management for a go forward plan.