A Better Way

HBB has attempted to contact the consumer, however she is only available after business hours. On one occasion, she refused to speak to HBB because she was on her lunch break. We attempted to call her after her latest Facebook message on 2.14.18. We would like to help the consumer, but have not had...

an opportunity to complete a conversation. Consumer call during regular business hours or email us at any time.

HBB will contact consumer regarding her request for a refund.

Per the terms of our Limited Warranted noted in the Use and Care manual that accompanied the subject toaster, Consumer must pay for shipping of the returned item. Also, since there was no defect found with the toaster, HBB will not provide a replacement toaster free of charge. We see no reason to...

veer from the the terms of our policy.

HBB issued a prepaid UPS shipping label to consumer on April 5, 2016. The tracking number is [redacted] We have no record of the return of this item, no is there evidence that the label has been used, according to UPS. Once we receive the crock, we will issue a...

replacement.

Unfortunately, we do not have a copy of the UPS shipping label. We do however, have the tracking number associated with the label.  The label was mailed by Monday, April 4th.UPS tracking #:  [redacted]

HBB will be happy to send a replacement unit so that the consumer can use the box of the replacement to return his original unit.

Today, HBB received consumer's receipt to verify proof of purchase. Ms. [redacted] was also emailed the plug procedures today. Once the consumer complies with this, then HBB can proceed with sending her a replacement.

The company sent a new coffee maker to me last week. I am notifying you at my earliest convenience. Thank you for your help. Sincerely, [redacted]

[A default letter is provided here which indicates your acceptance of the business's...

offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Hamilton Beach will send a shipping label so consumer can send us the current unit. We will also send a replacement.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will be more than happy to return this safety hazard, only AFTER the purchase price has been credited back to my account.  At that time, you may send me a prepaid RA for returning.
Regards,
[redacted]

HBB sent a prepaid shipping label to consumer for return of their product. To date, we have not received the unit. Once we receive the unit, we will issue a refund.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have...

determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]It does not show it is an extra option on the box.  it makes you believe that is what in  there.

Based on the information provided, Hamilton Beach has no record of this incident. If the consumer is willing to provide her complete last name, we will be able to review her file and provide a response.

Consumer was quoted $11.49 for shipping, which is a flat fee. Shipping and handling are not included under the limited warranty. Consumer's warranty expired at the end of March, but is being extended as a courtesy to consumer.

Revdex.com:
I have reviewed the offer and/or response...

made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]this replacement is for a recertified replacement not a new one this pot that broke is a recertified replacement from the original warrentry that they did not tell me was a recertified brew station they will ship me a new one if I pay shipping that's all I want new brewstation  no charge
Regards,this
[redacted]

Galanz is the trademark licensee for the Hamilton Beach brand . Any further inquiries should be directed to Galanz.

[redacted] Thank you - It is sad that it has come to this!    I will mark my calendar for March 4th to give you time to get the check out. I will  notify you once the check is received.RIC: Ms. [redacted] -  HB has agreed to send me $42.78, reimbursement for the initial toaster oven.  I have marked my calendar for 3/4/16 to see if it was received. I will notify you as well if received.Thank you for your assistance.[redacted]

Revdex.com:
I would rather HBB contact me as I can not get thru to them on their 800 phone line. The wait time is extremely long (over 45 minutes) and I have tried on numerous occasions to do as they've stated while leaving a message for a callback.I have received a UPS return email label which my assumption is that it is from HBB but, no other contact has been received. I'm still not sure what or if I will have to pay for the replacement unit. I do not feel I should have to pay for anything if the unit is faulty, especially seeing that HBB does not want the consumer to return the product to the store. What good is a warranty if I'm having to purchase the unit over and over again thru shipping?
Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you...

wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]