Conair Corporation

Review: I bought an iron a few years ago and it just recently caught a fire and the plug burned up. So I looked the iron up on the Internet and saw that it had, had a recall on it for catching a fire. I know ithat iron the iron always got real hot at the plug, and it was supposed to automatically turn off it self if left on but it would always stay hot. So I call Conair for a replacement, so they say they discontinued that iron and that they would send me an iron that replaced it. So I got the replacement iron which was a DPP143CS my old iron was a DPP4000 I paid like $50 for it the sent me a traveling iron which my hand is bigger than. It's a handheld steam iron! I know this iron couldn't have replaced the larger digital, self cleaning, cord role back up ivy its self steam iron. I want my money back from the old iron or I want a similar iron the same size, digital , and some of the other features back. I don't want no $25 traveling iron that will take me 3 day to iron my uniforms. It can be something under the old DPP4000 but not a traveling iron. I want a regular size Conair Iron back. Please. But when I notified them they say the can't do anything because the iron is discontinued. I don't thi that's fair because the DPP4000 was defective when I bought it and they put it out on the market that way. I didn't know what I was buying when I bought the iron. I was trying to buy a really good iron that would last for years so I wou have to keep buying one every year. I thought Conair was a reliable company but I see now that they are not. Can you please help me get a better iron from them or the money I paid for it back when I bought it. If it was a recall they had to be replacing it or giving the money back and I would like the same please thank you.Desired Settlement: I would like a similar iron not a smaller one or a refund back.

Business

Response:

see attached

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I contacted Conair regarding a purchase I made of a coffee maker and a coffee bean grinder. My complaint was made in March of this year. The two items I purchased both have serious defects that make them nearly unusable, and they are expensive high-end consumer products. The coffee maker has a hot water dispenser that has a foul odor and taste even after cleaning with Conair's directions (which should never be necessary), and the coffee grinder does not grind the correct amount of beans; grounds get stuck in the grinder. I have contacted them on multiple occasions, and found their service to be very unhelpful, as well as borderline rude.

Reading reviews on Amazon, I can see that these are issues that plague these models. The company should not be selling defective products.

The last time I e-mailed them, in response to their previous message, I requested that the issue be handled, either by allowing me to upgrade to a product that doesn't have these issues, or by returning these products for ones that are defect-free. I did not receive any response. This message was sent nearly a month ago.

Today, I attempted to send them another response, and I received an error stating that my "message did not reach some or all of the intended recipeints... Server error: 501 syntax error in arguments."

This company has extremely poor customer service and does not seem to want to back their defective products.Desired Settlement: I willing to work with the company and accept a variety of fixes for this issue, but I should not have to wait months with useless products sitting on my counter collecting dust. I paid a lot of money for these, and I expect them to live up to not only the price level, but also the company's name.

I will accept:

1) A full refund for both products

2) A free upgrade to higher-end models that do not experience these issues

3) An upgrade to higher-end models that do not experience these issue, where I supplement the difference in cost (common "street" market pricing).

4) A replacement for both products with a guarantee that the replacement units have been tested not to experience these issues.

Considering the time taken and the poor service experienced, I think this is more than fair on my part.

Consumer

Response:

[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.]

I just wanted to note that the company did respond to me directly with regards to this complaint. Assuming they follow through with it, I consider their response to be satisfactory.

Thank you.

Regards,

Review: My complaint is that I don't think I should have to pay the return shipping for a defective product under warranty.On November 28, 2012 I purchased a new Cuisinart DGB-700BC Grind-and-Brew Coffeemaker. On June 11, 2013 my machine stopped working. I called the 800-number where they attempted to help me get it working again, and when they couldn't, they told me that it was under warranty and that they would replace it. They told me I had to pay $10 for them to ship the new one to me and that they would send me a return label to ship the defective one back. I gave them my credit card information for the $10. I was told it should be returned to [redacted].My replacement item arrived June 20, 2013 and included a return label with some computer-generated coding and was addressed to Conair Corp. No other information on the label except "Please fasten this label securely to your package." There was no indication of which carrier to use or if postage was included on the label.I called the 800-number and asked for further information and said that I didn't think I was supposed to pay for the return shipping. Agent told me that I should find a carrier and pay shipping myself. She said warranty says I need to pay return shipping.The Limited Three-Year Warranty that I have in the book that came with the product says "To facilitate the speed and accuracy of your return, enclose $10.00 for shipping and handling." I did that over the phone when I gave my credit card information.Warranty also says "For added protection and secure handling of any Cuisinart product that is being returned, we recommend you use a traceable, insured delivery service." I don't think that is reasonable for me to have to pay for the return of a defective product, especially with these extra services.I understand the company wants to make sure I am not trying to get a machine for free, and they want to analyze the cause of a defective machine, but don't think I should pay for the return shipping.

Product_Or_Service: Cuisinart Grind & Brew Coffeemaker

Order_Number: XXXXXXXXXX

Desired Settlement: I would like Cuisinart Conair to send me a postage-paid label for the return of the machine. Service Request #XXXXXXXXX, Customer [redacted] Return Order #XXXXXXXXXX, Remarks #XXXXXXXXXX.

Business

Response:

Business Response /* (1000, 5, 2013/07/01) */

We replaced Mr. [redacted]'s coffeemaker on June 11, 2013. His credit card was charged $10.00 for shipping. As a gesture of good will, Cuisinart will refund the shipping charge of $10.00 to him.

Consumer Response /* (3000, 7, 2013/07/03) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

While I appreciate Cuisinart's good will gesture of a $10 refund for the charge to ship the replacement machine to me, they did not address my complaint about returning the defective machine.

Do I have to return the defective machine?

If yes, can Cuisinart provide a postage-paid shipping label for the return of the defective machine? If I don't have to return the defective machine, that is fine, I will just discard it when I get okay to do so.

In any case I don't believe I should have to pay anything to get a replacement machine, although I do acknowledge that the user manual does say that I have to pay $10 to get the new machine, but it doesn't say that I have to pay anything to return the old one.

My preference is to get a refund of the $10 paid to get the replacement and NOT have to return the defective machine or to get a postage paid return label. I'm not sure how much it would cost to return the old one.

Senior citizen on fixed income.

Business Response /* (4000, 9, 2013/07/08) */

Mr. [redacted] was contacted this date via telephone and advised that United Parcel Service will pick up his coffeemaker. The $10.00 refund check for shipping the replacement unit to him will be issued upon receipt of the coffeemaker.

Review: I purchased for my wife the Infiniti by Conair [redacted] 1875 Watt Tourmaline Ceramic 2-in-1 Styler, Cord Reel Dryer. We have followed all recommended use and maintenance. Nevertheless, the dryer has simply stopped working clearly as the result of a latent defect.Desired Settlement: I'd like to be provided with a non-defective replacement.

Business

Response:

WE SPOKE WITH CONSUMER AND REPLAED HIS UNIT . ORDER [redacted]. REPLACED HAIR DRYER #[redacted]. CONSUMER IS VERY HAPPY THAT IT IS BEING REPLACED.

Review: I purchased the Conair 1875 Watt style bonnet dryer model number [redacted] a little over a year ago.

I have noticed that during the drying period the end of the cord that plugs into the wall is hot. I tried to use the hairdryer this past weekend and I was unable to plug it into the wall. When I inspected the dryer plug I noticed that the prongs were out of alignment and the rubber part of the plug was slightly twisted. The side of one of the prongs was slightly dark in color. In my opinion this dryer is a fire hazard.Desired Settlement: I had to replace the dryer today and would like a refund of the purchase price of the Conair dryer I purchased.

Business

Response:

consumers had a problem with her unit . She does not want another unit . She only wants a refund. We have issue refund#[redacted] which she will receive within 6-8 weeks. Consumer was informed and is satisfied. Thank You, Susan B[redacted]

Review: On December 15, 2014 I purchased a [redacted] DEEPSHINE DRYER. The dryer served it's purpose until February 13, 2015 upon turning it on the dryer CAUGHT FIRE. I immediately turned it off and was fortunate that it did not burn my hair. I am asking for a return but found that difficult since no warranty came in the box.Desired Settlement: I am asking for the refund or an exchange.

Business

Response:

We have contacted [redacted] and obtained the correct model no. of her [redacted] hair dryer. Postage to return the subject appliance to us has been sent. When her hair dryer is received we will issue a refund check of $37.00. A refund was her request.

Review: On or around December 15, 2014, I placed an order to for a replacement knife. The amount was pending in bank account for the month December and then drop out.

On March 2, 2015, CONAIR/[redacted] withdrawal $21.89 without notify me.

I received the wrong knife in the mail and called and spoke with [redacted] on March 5. The attached letter was sent back with the wrong knife.

March 5, 2015

Attn: Cuisinart

I called and ordered a replacement 3 ½ inch [redacted] paring knife and received a 5 inch [redacted] knife.

I am returning it because I didn’t receive the knife I ordered.

Also, the transaction amount appeared on my checking account at the in December and then removed and then showed up again in February/March. I wasn’t notified from Cuisinart about whether the item was coming and that I would checking account would be charged at a later time. This is completely incorrect; I should have been notified of a pending transaction.

Sincerely yours,

I expected to receive a refund because I was told they didn't have the knife.

I called on 03/23/2015 and spoke with [redacted] and was told I was being sent another knife.

On or around the next two day, I received another knife, also the wrong one.

I emailed a picture of the broken knife I wanted replaced and the knife that was sent.

After a few emails back and forth about whether I was paying to send the knife back. They sent a shipping label. Then I received another email stating I would have to mail the knife back at my expense; I called the customer service number, spoke with a customer service representative and when he could help me I asked to speak with a supervisor. The floor supervisor told me I could use the shipping label, while we were on the phone he looked up the knife they said they were sending in one of the emails, and he stated they longer had that knife. I told him I wanted my money back and he said that the company will send me a replacement knife, even if it not the right one but they will not send me a refund.Desired Settlement: I want my money back not the wrong knife.

Business

Response:

We apologize to the consumer for all of the confusion she has had with this order.The correct sized kife was sent to Ms. [redacted] under Order No: [redacted] on March 27, 2015. Our records reflect that there was a "charge pending" on her bacnk account but that charge was not put through her account until March 27, 2015 the day the knife was shipped to her. We would anticipate that she will have the knikfe in 7-10 business days. Thank you.

Consumer

Response:

Review: [redacted]I am rejecting this response because: I haven't received the knife, yet. When I received it and it is the correct one then I will close my complaint but not until then. The floor supervisor told me they didn't have the knife, so either he was lying or they are. The answer will be if I get the right knife.Sincerely,[redacted]

Business

Response:

Dear Revdex.com Representative: Cuisnart does Pot sell a 3 1/2" [redacted] paring knife. We sell a 3 1/2 Paring Knife, Item No: [redacted]. We apologize again to the consumer for all of the confusion in shipping the correct knife to her however please advise that Cuisinart Representatives do not lie to our customers! As previously advised, our records show that on March 27, 2015 a 3 1/2 " Paring Knife was sent to the consumer. If there are any further questions or comments from the consumer please forward them to the undersigned for response and resolution.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:April 2, 2015 Dear Carolyn Betts Manager, Marketplace Operations I left a message on your answering machine today but since I have not heard back from you I decided maybe it would be easier if I emailed. I contacted [redacted] because we are a family trying to make ends meet. When I originally order the replacement knife in December of 2014 it was a gift to my husband to complete the knife set. I had broken the old one and I thought it would be nice for my husband who does most of the cooking to have all the knives in the set. I couldn't get anywhere with Conair, so I thought [redacted] could help. I was saddened that [redacted] decided to lean on the side of Conair. We did receive the last knife and it too is the wrong one. I going to send the knife(s) back but it's not fair that Conair gets to keep our money, which the floor supervisor stated they would, as if it is our fault that they sent the wrong knives. They should have told us from the beginning that they didn't have a replacement knife, that would have been the correct thing to do. Conair never sent me the knife I requested, I have a knife set and the knives they sent me do not go with the set. I don't want what they are sending me, I don't want them to send me a knife that does not work with my knife set and I don't know why they can't just refund my money. I ordered an replacement for my knife set not any 3 1/2 paring knife they had in stock. Why does Conair keep sending me the wrong knife? Why can't Conair just give me my money back? Sincerely yours, [redacted]

Sincerely,

Business

Response:

It may be that the consumer's knife was not manufcurted and sold by Cuisinart. In the past we have licensed our name to another manufacurer and seller of Cuisinart knives. Be that as it may, we will have a refund check sent to her of $20.89 which is the amount she stated in her notification to you of the disputed amount. We would suggest that she discard both of the knives that she is disatisfied with. The refund check has been ordered and will be sent upon receipt of it from our Finance Department. Sincerely, [redacted]Claims ManagerCuisinart Division

Review: Hello,

My friend gave me a gift of knave set approximately 1 year ago. One morning while buttering my bread with one of the knives from the set, it broke. This is the first time I've seen a knife breaking, don't think this is suppose to happen while buttering your bread. Therefore, I contacted them and asked for an explanation and a replacement on 4/17/14. They told me if it is under warranty they will honor the warranty, we have send several emails back and forth and on 8/5/14 I've been told: "As of right now, the knife you are waiting on is currently on back order. As soon as we receive shipment, the knife will automatically ship out". I waited patiently and asked again on 12/18/14 and I received the exact same email. I am assume this is a stalling method but I am quite disappointed with this company's attitude and don't want to let go this issue. This is the SERVICE NOTIFICATION NUMBER [redacted]. I also have many emails to show the process.

P.S: I sent the broken knife to them months ago and evaluated it, then they told me they'll honor the warranty.

Best,

Dr. [redacted]Desired Settlement: I want my knife as it is a part of a set (not to mention it is a gift). A knife should not break into half while buttering your bread. Not to mention it's potential dangers to me and to my family, seeing a knife break and being stalled by the company is really frustration.

Since, I waited too long for this matter to be resolved I don't want to pay any shipment fees for the knife they'll send.

Thanks in advance,

Business

Response:

We are advised by our Shipping Department that the replacement knife was sent to the consumer on January 7, 2015 via [redacted]. This has been confirmed to the consumer in an email sent today. Replacement inventory of the subject knife took longer to receive and be approved than was anticipated. Consumer is to advise if the replacement knife is not received.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Here is a copy of email correspondence I am having with an employee of Conair while I am attempting to get a replacement part for one of their products that no longer works. They are extremely poor at answering questions and do not even respond back when you answer a question they ask,.

Ms.[redacted]:

Are you sure that you are actually a "Consumer Correspondent?" You are very reluctant to actually correspond with this consumer.

You asked me a question on February 5 about how long I owned the product and I responded to you the next day. I actually thought you were going to try to help me so that I could use this product again. It is now February 11 and I have not heard back from you (after waiting over a week for the first actual response to my initial question that I had to ask THREE times.) It's a dangerous thing to do, but I am going to assume that you are hoping I will just go away and purchase another garment steamer. I may very well do that, but you can be absolutely certain it will not be a Conair product. In fact, I will NEVER purchase another Conair product again. This is not the only Conair appliance I am having a problem with and I got no customer service satisfaction on that either.

I will also not be shy about offering my opinion of your customer service to any one who asks and even those who do not. I will start by copying your CEO and the Revdex.com on this email to get the ball rolling.

Sent February 6, 2016 1:30 PM:

I have owned it for about 1 1/2 years and it is still sold anywhere Conair steamers are carried. It is a current product.

Are you saying that it is completely impossible to get a replacement part that is a removable part of a popular current product? What kind of customer service is that?

Melinda

On Fri, Feb 05, 2016 at 05:22 PM, Nancy [redacted] wrote:

I understand what you are saying, however the only tank we carry separately as a replacement part is for a model [redacted] and it will not fit your machine. How long have you owned the garment steamer?

-----Original Message-----

From: [redacted] [mailto[redacted] Sent: Friday, February 05, 2016 3:19 PM

To: Nancy [redacted]

Subject: Steamer tank pictures

It is advertised as easy to remove and refill. So I am confused as to why you only say there is one model (not mine) with a separate tank.

It is still sold and the pictures are very clear as to what the tank looks like.

Ms. [redacted],

The only tanks we show separately are for the [redacted] and they are tall and squared off at the top. Can you send a picture of your tank please?

Nancy

On Monday, January 25 early in the morning, I sent you two emails concerning a broken part on a steamer I owned. I received confirmation that my satisfaction was very important to you. Obviously that is not the case because it is well past the three business days I was told it would take for me to receive a reply. I actually responded to those confirmations after the three days expressing my dissatisfaction. No response to those either,.

I have researched and found that most consumers feel you are very unresponsive and extremely UNhelpful when it comes to replacement parts for your products,. That does not encourage me to continue being an customer of Conair.

I will ask once more; how do I obtain a replace tank for the Ultimate Fabric Steamer I own? I have had the opportunity to examine the item more carefully and have discovered that it is indeed cracked and quite useless. The machine itself is fine and while, given the information others have shared, I am not too confident that you can, or will, help me, I still want to purchase an extremely common and easily replaceable part for this product.

Any response?

'

It is model [redacted].

The only part needed is the plastic tank. The cap is fine, the plastic has a hairline crack and the water completely drains out all over the floor.

Melinda

Sent from my iPhone.

Dear Ms. [redacted],

We apologize for the delay in responding. May we have the "model GS_____" which is in small print on the underside of the base unit?

Kind Regards,

Consumer Correspondent

On Mon, 25 Jan 2016, [redacted] wrote:

User Message Below

==================================================

I just contacted you about a replacement canister for a garment steamer

and may have referred to the product by the wrong name. It is the ultimate

fabric steamer not the upright. Still would like to know if I can purchase

a replacement canister. Thank you.

==================================================

-[redacted])

On Mon, Jan 25, 2016 at 04:04 AM, Conair Feedback wrote:

Dear [redacted],

Thank you for your email.

Please be assured that your satisfaction is very important to us. Your email has been assigned ticket # [redacted]. Please reference this ticket when corresponding with us.

You should receive a reply within the next three business days.

Your patronage is appreciated.Desired Settlement: All I want is to purchase a replacement tank for a Conair garment steamer I own. It is a tank that completely lifts off the main part of the steamer so that it can be refilled. It developed a leak of some sort and spilled out all over my floor. I just want a replacement tank so I can continue to use the item, They are extremely unresponsive and not at all helpful. How can it be so difficult to supply replacement parts for an item they currently sell? And, why do they take days and weeks to answer consumers?

Business

Response:

Please be advised that since your initial notification of this matter by Ms. [redacted], Conair Corporation has tried to find the replacement water tank Ms. [redacted] requests. We are unable to locate this part. The only thing we can offer her is to either replace her garment steamer with another model or provide her with a refund for the unit she has. We are very sorry that we cannot meet her request.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me. They actually did contact me further and replaced the entire unit. I just set it up last night and all is in order. Please note that part of my complaint was the inordinate amount of time they took to get back to me, the fact that I had to file the complaint repeatedly from the website and that when they asked me a question, they never acknowledged my response or took it to the next step,.

Review: I currently have 2 Conair noise machines that were purchased within the last 6 months and are not working. When I purchased them, I was told to get the conair machine because they have a 1 year warranty. When I tried returning the machines I was told that because I do not have the reciept for one machine, it wont be covered on the warranty and the other machine, I will have to pay for shipping back to the company and an additional 5 dollar check for the shipping back. That is a total of 10 for 1 machine only.Desired Settlement: I would appreciate if both Conair noise machines can be replaced at no cost to me. Thank you

Business

Response:

CONSUMERS UNITS DID NOT OPERATE. WE ARE SENDING CONSUMER TWO UNITS AT N/C. WE SPOKE WITH CONSUMER SHE IS VERY PLEASED. THANK YOU[redacted]

Review: Their convection microwave oven will not get up to baking temperatures. Example, set to preheat at 275' it reaches150. Set for 400' it gets to 250' with comparable results in between. It can NEVER be used for baking as advertised. They continue to produce these for market, however which is fraud. Further, their policy is" No Refunds, we repair or replace." Since a poorly engineered product cannot be repaired on the bench they send a replacement, another deficient oven, and then another and another. To add to that, the new oven has no warranty but assumes the one of the original. I now have oven #4 in my house. It will not bake, the warranty runs out in September. A supervisor named [redacted] told me today since I don't want this oven ( the one in my house) and don't want a replacement, There is nothing they can do for me.Desired Settlement: I have invested too much in this futile quest. I beg the customer service department to test an oven. It falls on deaf ears. beside the cost of $250.00 I have paid $43.00 in shipping the first one in for repair. and $240.00 for 8 visits of a handyman to lift the oven out of the box onto the counter, and then in reverse.

I want some money in order to buy an oven that works. I don't want any other Cuisinart goods in lieu of this oven.

Business

Response:

Consumer received three replacement units (12/14-would not heat up properly, 4/15 -made a humming noise, 5/26/15-not heating to temperature). A letter has been sent to Ms. [redacted] this date advising her that we will engage [redacted] to retrieve the Microwave Convection Oven at our expense for submission to our Engineering Department and their temperature testing. We will advise her of our findings after the testing has been completed. We have requested Ms. [redacted] to contact us when she is ready for the retrieval of her packaged unit by [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me ONLY IF they actually test the heating of the oven for convection baking. My testing of the oven has shown faulty design and failure to reach baking temperatures. Repeatedly I have asked them to test. Customer Service has never complied, just kept sending me another faulty oven, certainly indicating they cannot repair it on the repair bench. If that goes on, I would end up with oven #6 which would not bake and would have no warranty.

Sincerely,

Review: On October 18, 2013, I purchased from [redacted], your [redacted] coffee maker; model [redacted], for $116.95, plus taxes and shipping/handling. I returned it, in exchange for a another coffee maker (same make and model), because the maker did not brew when the light comes on - only after having it for a couple of months. So, in March of this year, 2014, I received a "new" coffee maker from your company, and it's now doing the same thing - it stop working just this morning (November 18, 2014). I've plugged it into several different outlets and nothing happens - coffee does not brew. However, when the light comes on, the machine acts as if it's brewing, then the alarm sounds (a beeping noise), but no coffee (as it has done before - last year).

I'm not sure if there's a manufacturing issue with this particular make and model, but I would like to request a full refund, as soon as possible. I believe that this coffee maker is defective.Desired Settlement: I was told by someone at Conair that they do not give out refunds (see copy/paste e-mail reply that I received from their customer service):

From: [redacted] To: [redacted] Nov 21, 2014

Valued Customer,

Thank you for your inquiry. We do apologize about any issues you are having with your appliance. Unfortunately, [redacted] does not do refunds for appliances. If you desire a refund we would recommend you contact the retailer you purchased the unit from. As long as it is within the timeframe the store allows. This would be the only way a refund would be possible. If you do chose to have the unit replaced, we would require you to mail the unit in first for an evaluation to verify that there is a defect with the unit. If you have any further questions please reply, with history, to this email. Please keep in mind the Customer Service Agent will not have access to your e-mail information. We welcome you to call our Customer Service Department at ###-###-####. Please keep in mind the Customer Service Agent will not have access to your e-mail information. The hours of operation are 7 AM -11 PM EST Monday through Friday and 9 AM - 5:30 PM on Saturdays and Sundays, excluding major holidays.

Sincerely, [redacted] Customer Service Representative

Business

Response:

We replaced the coffeemaker for the consumer in January of 2014. A letter with return postage has been sent to the consumer to return the unit she has along with the purchase receipt for a refund.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have already sent back the coffee maker to where I sent the first broken one at, [redacted], on December 2, 2014. However, the letter from [redacted] was addressed to me on December 8, 2014 by which the coffee maker would arrive in [redacted] did not leave her phone number nor e-mail address for me to contact her directly, as to where I send the scanned copies of my paid [redacted] receipt, purchase information, etc.

Review: On 11/16/2014 I purchased a Conair True Glow Heated Lotion Dispenser from [redacted] and quickly found that it made a strange, intermittent buzzing sound. I questioned this behavior on [redacted] (via the product questions forum) and received several responses indicating that some people did have the same issue but many did not.

On 12/11/14 I contacted Conair to question the behavior and spoke with Susan ([redacted] x: [redacted]) who did not think it sounded right and said she would send a replacement immediately and that I should not use my unit in the meantime.

By 12/29/14 I still had not received the replacement unit so I called Susan at the number she had provided but spoke with Shelly who told me that Susan was out of the office and that something must have happened because my replacement unit was never "lifted" and now, because of the holdiays, nothing could go out until January 2nd. Shelly said she would personally follow up on this on 1/2/15 and would try to send via 2nd day mail.

I received the replacement unit in early January but found that there was also a problem with the replacement (the top would not screw on properly) so I called and spoke with Susan on 1/6/15 and I told her that I still did not have a working unit and she said that she would have someone test one before sending out another replacement and that she would get back to me.

Susan called back and said the dept that would do the testing was a little backed up but that they would get around to it as soon as they could and she said she would get back to me with their findings (they would test for both buzzing and to make sure the cap screwed on properly) and that if they found that there was no problem they would send a working unit out to me.

It's now 6/16/15 and I have received absolutely zero response or follow up from Conair and still don't have a working unit.Desired Settlement: I want a huge apology for the poor customer service and I want a fully functional unit expedited to me ASAP.

Business

Response:

consumer state that she did not receive her unit and she was not called back. We called consumer and let her know what the sound was in her unit. She is ok with this and continue to use her product. Thank You, Susan B[redacted]

Consumer

Response:

Just to clarify - I worked with Shelly who finally took the steps that were supposed to have been taken back in January. She had other units tested and determined that the buzzing sound is consistent in other units as well and that I could use my unit without concern. I was originally advised by Susan, back in December 2014, not to use the unit.

Review: I returned a defective razor for warranty service in late August 2015. By early October 2015 I still hadn't heard anything from Conair and contacted them to find out the status of the return. Conair said they were waiting for a new shipment of units, which would be arriving any day. By late October I still hadn't heard anything. I've tried contacting them several times, but they've stopped responding to my e-mails.Desired Settlement: I would like to get my replacement unit ASAP.

Business

Response:

We have been in touch with the consumer and have advised him we still do not have inventory of his model appliance. He was given a choice to choose an upgraded model which he has and the replacement will be sent to him.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Note that I would prefer to wait until I receive the replacement before closing the case.

Sincerely,

Review: Purchased cuisinart coffeemaker in late June 2015...within two to three months plate started to rust and peel...contacted conair, was told warranty was limited...I would have to,pay shipping costs both ways...eventually they waived shipping one way...they told me to ship to Arizona...cost me $15.36 to ship one way..later found it could have been sent to nj for half the cost. They said it would ultimately have to ship to Arizona by conair, delaying the arrival of a new pot...not true, since I received the new pot in six days before I mailed defective one back!!...spoke to another rep last week, who asked if anyone told me I could just go to [redacted] two miles from my home and exchange...no shipping...no, they had not told me that. I registered to speak with a supervisor...waited a week so far, no call back...called today...they could not reimburse for the extraordinary shipping cost to Arizona...they had no authority...mail a letter to Phil S[redacted]...asked for his number...he has no number...called customer service in his office...got the answering machine of a staffer with a voice message you could not reach staffer on phone!!!!

I feel I have been treated like a piece of dirt!!Desired Settlement: Given what I have described, I am requesting refund of the shipping costs to Arizona, since no one told me I could just go to [redacted] and get a replacement...NO SHIPPING COSTS...$15.36 for a $39.95 coffee maker!

Business

Response:

We have requested a check refund in the amount of $15.36 be sent to [redacted]. The order number is [redacted] The consumer should receive the check within the next five to six weeks.

Review: My wife purchase a waring waffle maker for me as a birthday present. When purchased there was a $10.00 rebate offer. We filled out all the paper work and mailed the certificate to the address with the original receipt and the bar code. When we did not hear from them in February we call and was advised that they never received the certificate. On 02/16/15 we mailed copies of the receipt and the bar code since there were mailed the first time which they state they never received. It is now April and we contacted them and they keep telling us it takes 8-10 weeks. From the first time we mailed the certificate it has been 4 months. It is now not a matter of the $10.00 but the poor customer service. Any help you can give would be much appreciated.Thank you.Desired Settlement: $10.00 rebate as promised

Review: I have a [redacted] Expresso Machine that I need a part for ( The steam Arm) I need the upper half that screws into the machine, I have offered to buy the part yet they keep shipping to me for free the wrong part and then I was told I would have to send back to them my machine so they could service the machine which means I have to pay to ship the machine pay to service the machine when all I have to do is to attach the part myself! I buy nothing but [redacted] and you would think the would show some appreciation to their consumers! The first time I called I spoke to a woman and explained to her what I needed and she ordered the part it never came I had to call back twice then the wrong part show up!Desired Settlement: Send me the correct part so I can do the repairs! I am on a fixed income and can not afford to put out a lot of money on this machine anymore!

Business

Response:

see attached

Review: I have reached out to Conair and their company Rusk several times each with no response. I purchased a Rusk speed freak blow dryer and the blow dryer started sparking and burnt my hand and my hair. For the money that was spent on this dryer this should not have happened and I should not have been harmed. I expected Rusk or Conair to honor their product they claim is high quality and replace the product but haven't even been able to get a response. If this is how they handle business then I believe everyone should go with ChI products. The lady at Ulta suggested the rusk spread freak and I'm very disappointed and now without a blow dryer. I expected someone to respond with a resolution on this matter and that has not happened!Desired Settlement: I would think a response is a given and appreciate a replacement with speedy delivery after having to go through this. Is pending more than 100 on a blow dryer you expect good results and the company to be more responsive on issues.

Business

Response:

Please be advised that Conair Corporation, Rusk Products Division received an electronic communication from this consumer and in accordance with our protocol a questionnaire form and return postage was sent to her on June 3, 2014. To date we have not received the subject Rusk Hair Dryer or the completed questionnaire form. When the hair dryer is received it will be evaluated by our Engineering Department and a replacement unit will be sent to her.

If you have any further questions please contact the undersigned.

In the future please notify the undersigned of consumer complaints electronically.

Review: My wife and I received the [redacted] Coffeemaker for our wedding. We have used it only a handful of times since we have been married. Unfortunately, we set the timer to have coffee be made before we go to work, and for some reason, coffee leaked all over our new floors. It has happened a few times since then, so we started to call the [redacted] customer service about this issue. My wife was so appalled by [redacted]'s customer service she actually had to call me at work. I couldn't believe a customer based department could be so rude so I called them myself; Same experience, very rude and condescending . The coffeemaker is still under warrantee and the [redacted] customer service team was relentless in telling us it was our fault and we would have to pay to have it fixed. I am still awaiting a call back from their floor supervisor who was never available to talk to.Desired Settlement: We would like to have the coffeemaker replaced as it seems to be a defective unit.

Business

Response:

Our Customer Service has no record of [redacted] complaint. It is possible that he was told that his appliance was out of warranty. This model is vintage 2007 and cost $199.00 not the $365.00 Mr. Penza states. Our Customer Service Department will contact him to try to resolve his complaint. We will keep you advised.

Consumer

Response:

Your customer service department keeps on claiming they will have their Supervisor "[redacted]" contact me, I have documentation when and who I spoke to at home. The retail of your coffee machine was tagged that, I do not want a refund I would simply like to have the machine replaced with like and kind.

My experience has been horrible with your customer service, I can clearly see that you do not stand behind your product or service.

Review: I returned a coffee maker (model DCC-1200BW) in January of 2015 for a warranty repair/replacement. I was informed that I would be sent a replacement unit. I was sent a different model than the one we had originally purchased. I called and was told that they were temporarily out of stock of the original model and that they would send me the correct model when it was back in stock. I was told to call back if I did not receive the unit within 1 month. I called back several times during the intervening period (7 months) and was told each time the same story. I called last week to check on the status of the replacement and I was told that the unit was not longer available. I was told by two representatives, Tony and Jasmine, on 11/19/15 that I could have the unit replaced with a different model of comparable cost. I called back on 11/23/15 to order the replacement. I was told by Kirsten (supervisor) that the company would not send a replacement because my original unit was now out of warranty. I have been misled by this company.Desired Settlement: I desire that Conair (Cusinart) honors the word of their representatives and sends me the replacement of my choosing.

Business

Response:

I have contacted Mr. [redacted] this morning, he will visit the Cuisinart Website to choose a different replacement model coffee maker that he wishes to receive since we no longer have the model DCC-1100BW. When we are in receipt of his choice, a replacement coffee maker will be sent to him.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,