Cuisinart

I always had a very high opinion of Cuisinart products. Recently I bought a Cuisinart high end electric kettle from Airmiles website. The kettle's auto feature wasn't working as it was supposed to be. I reported the feedback on their website and got an automatic response on Jan 10 indicating that a member of the customer care team would contact me in the order my complaint was received. It's been over 3 weeks and I am yet to hear back. It appears their customer service is either bombarded with complaints that it takes them a month to revert back or they simply don't care. Wish there was an option to go for zero star.

Review: I had a Cuisinart SM-55BK Stand Mixer that had a defective control board. It was out of warrantee, but I was told that it could be repaired at the East Windsor, NJ facility. The unit was shipped there and repaired as order #[redacted]6, and also had reference number [redacted]7 associated with it. The unit was returned to me on 8/29/13. I inspected the unit on 8/30 and found that the control board was now functioning properly. I raised the top of the unit to place the mixing bowl in position and the head "jumped." This was before I raised the head fully. I looked and the top of the unit was out of position with the bottom of the unit and it would not lock back in position. Upon investigation I found the head had obviously been sprung and caused the base unit to distort and crack. I immediately called customer service and was given a Service #[redacted], and was told to package the unit up and it would be picked up by UPS. When it was picked up it was shipped to Glendale, AZ. It was received 9/11/13. I called last week and asked for the status and was informed that the unit was un-repairable, but they would sell me a refurbished unit at 25% discount. I said that was unsatisfactory since they broke it. I received a letter today, 10/7/13 asking me to call and was again given the same information, that I could have a 25% discount on a refurbished unit. I asked to speak to a supervisor and got the same answer. I asked who else I could talk to and was told that the consumer help desk is my only recourse. At this point I have paid the original expense ($48.99 repair plus $45 shipping, plus $25 for my original shipping), but I no longer have the unit and I am being offered only a 25% discount to purchase a refurbished unit.Desired Settlement: The broken part is a cast base. It should be repairable. I would gladly take back the unit with a new base, or I will accept a refurbished unit without the attachments as I already have them. However they want to repair or replace the unit is fine. I just want a working stand mixer.

Review: I had purchased a coffee maker from this company that was pretty expensive. The pump had quit working on the coffee maker so I called the customer service number and talked to a representive and they shipped another coffee maker out. However I had to pay for the shipping which means I now have $210 invested in a coffee maker. I was told by the representive my 3 year warranty would start over. The coffee maker they shipped was brand new. It has been working for about a year. Now the coffee maker they replaced is leaking. I called their customer service and explained that the replacement coffee maker was now leaking. They had my information in their system and I was told my warranty had expired. I explained that I was told the first time our warranty would start over. So basicaly I was told wrong information the first time. If you are paying that kind of money for a product you should not have to pay shipping for a return. So needless to say I had spent $210.00 and I dont have a working coffee maker. The response from the represenitive when I was told the warranty had expired and explained that I was told it started over was sorry. They did not offer a diffrent model or a solution.

Business

Response:

Our warranty on the item is three years from date of purchase or, if proof of purchase is not available, the serial number. The serial number of the original unit was [redacted] (Oct. 6, 2010). Consumer has only one month left of this unit when we replaced it. The replacement carries only the balance of the original warranty. They do NOT come with a new three years. The replacement failed 18 months after he received it so we did not agree to replace it again free of charge. We usually offer a new one at a discount of 20% off our web price but the rep claims the consumer wanted us to replace it again at no charge as is evident by this claim. Sorry but we do not do this. The offer of a replacement at the discount still stands.

Review: I purchased a Cuisinart stainless steel trash can on [redacted] on 2/19/2013 for $114.99. The trash can was delivered on 2/23/2013. It had been under light use in my kitchen until November 2014 when the plastic hinge under the lid broke. On 12/28/2014, I contacted the company for warranty information on this web site: https://www.cuisinart.com/support/warranty. They replied after two days saying that Cuisinart trash cans were handled by [redacted] and was asked to call [redacted]. I called and no one picked up so I left a voice mail. I also used their web site [redacted] and submit an inquiry. It has been two weeks and no one has bother to contact me about my inquiry. I also sent an email to their customer service on 1/7/2015 at [redacted] saying that if they don't address my concern, I would file a complaint with Revdex.com. They never replied. Since they have a F rating on Revdex.com anyway, I do not think they care about it.Desired Settlement: They replace the trash can without charging me shipping charge.

Business

Response:

see attached

Review: Wife purchased a Cuisinart model# DCC 2850, serial# 21022 A on 2/25/2015 an on 1/23/2016 the reservoir cover hinge separated/broke . At time of purchase, extended protection was purchased to extend for 3 yrs. called [redacted] protection plan # they said still under manufacturing warranty called Cuisinart Talked to a lady that said I have to pay $10 to ship new one to me an pay to ship defective one back. I asked why I have to pay anything for shipping, she replied that's their policy!!! No satisfaction from them to cover shipping even one way !! I called [redacted] Club where Item was purchased, they said that they no longer carry that coffee maker . Wife paid over $60 for it an didn't last 1 year an I feel that it should be replaced at manufacturers expense, not mine!Desired Settlement: If they don't exchange for a replacement than I expect a full refund

Review: Bought a Cuisinart Grind and Brew coffee pot about 1.5 years ago.

The sn: [redacted]

The coffee pot grinds, but will not brew.

I have always used distilled water in this coffee pot.

It will not brew if turning grind off either.

Sometimes it beeps continuously, but usually doesn't.

I have made sure all appropriate items on the device are properly in place, but the coffee pot will not brew coffee everytime.

It will sometimes, brew only when grinding the coffee but not everytime.

Cuisinart says that they will not honor their 3 year warranty because I removed the screws from the bottom of the unit to check the hoses.

There was no sticker or warning label on this unit stating that removing the screws voids the warranty.

I got a coffee basket cover from my sister who bought the same exact coffee pot at the same store and on the same day I got mine and the top is a different size.

I don't know if the baskets are different.

They said taking the screws out voids the warranty and they will not honor the warranty.

This was a very expensive coffee pot that usually sells for around $200, but I got it at [redacted] for around $100.Desired Settlement: I would like to see the product repaired.

Review: On June 21st we contacted Cuisinart to inform them that our Food processor had a broken part. The model is under a full warranty. The Cuisinart rep had us return the defective part (we were responsible for shipping charges) and they would send us a replacement. They also discovered at the time that we didn't get all the parts we were supposed to in our box, which they did take care of and shipped. We did as they asked and paid to send the defective part back. They told us it would be 5-7 business days after receiving the defective part before the warranty part would get sent. August 19th came, and still no part. The processor will not function at all. We called customer service again and they assured us that they would expedite the order because for whatever reason it didn't go through. They assured me again it would be at my door within 5-7 business days. October 28th is here and still no part. I called and inquired about my part status. The rep had all my information regarding when I called (dates and status) of prior inquiries. This rep got disconnected with me and I called back. The next rep, somehow didn't have any of my prior information about past calls even when he consulted his supervisor. I have again been told that they will get a hold of there warehouse and see what is going on. So, I am back at square one. Since the last reps claimed to not have any record of past complaints (except the first warranty call) I have no reason to believe that this issue will be resolved and that I will have to wait for another 4+ months to get my part. I have been more than patient on this matter, but enough is enough.Desired Settlement: I purchased their top of the line model so I would not have to go through this nonsense if there was ever any issues with it. I made sure it had a full warranty. I paid a premium for the product, I paid to have the defective part sent back and I have not been able to use the product for well over 5 months. If this is a problem of them not having the part available or if the defective part has not been redesigned to stop this from happening again, I think it is fair at this point to receive a new comparable model that parts are available for so I do not have to go through this again in the future. This, or a refund on the product so I can go to a company with better customer service to buy a replacement. If the latter option is offered, I would like a prepaid return label for shipping the processor back, since I have already paid to return parts and shelled out money to buy the processor to begin with. Surely my time is worth something.

Review: I purchased a photo sensor trash can from Yonkers. The model number is [redacted] The can quit working. I contacted Cuisinart on several occasions. I was given many numbers to call. Most of the numbers either never called me back or said that they could not help me. The trash can has a five year warranty and Cuisinart has not honored it. They keep stating that someone else handles their trash can line. If the product has the Cuisinart name on it and the product fails before the five year warranty then Cuisinart should replace it without making their customers jump through hoops to do so.Desired Settlement: I want a brand new Cuisinart Trash can like the one I had with the five year warranty shipped to my house free of charge.

Business

Response:

Sorry, but we cannot help this consumer. He needs to contact [redacted] This is one of their products to which we only licensed our name. We do not have stock of any of their products.

Review: I purchased Cuisinart's French Classic 10-Piece Tri-Ply Cookware Set (FCT-10) and four additional individual vessels in that collection in June. It was immediately apparent that the covers in the FCT-10 cookware had a multitude of fine scratches while the individually purchased pieces were as they should be. When this issue could not be resolved through the reseller, I turned to Cuisinart Customer Service.

After some missteps and since French Classic covers are not available separately, Cuisinart shipped four replacement pieces (FCT19-18, FCT330-24H, FCT3545-24 & FCT66-24) to remedy the situation at the end of July. The replacement cookware covers do not exhibit the same type of defect as those originally purchased, however, the polished surface of two of the covers (FCT66-24 & FCT330-24H) received in replacement are each marred by single and more pronounced scratch.

All of the above is further documented with information which Cuisinart has on file.

Customer Service insists on requiring me to incur the cost of shipping to, once again, receive cookware to remedy the issue. Under the circumstances, this seems far from reasonable. Given my admittedly limited data sample, the chance of blindly shipped additional cookware resulting in a satisfactory outcome appears to be about 50/50. Should that risk be borne by the customer?Desired Settlement: I wish to receive scratch-free cookware to replace the defective items which I have purchased.

Considering what has transpired, cookware shipped in replacement should be carefully inspected. If feasible and going further still, my preference would be for an in-person exchange to take place at a Cuisinart corporate location or local reseller in NJ. Under no circumstance should I be charged for shipping products back to Cuisinart Customer Service which were delivered by them with a manufacturing defect or for the delivery of replacement cookware.

Business

Response:

We will issue a [redacted] call tag for the two pieces in question When we receive themwe will have them impected and then we will pull two new pieces from stock which we will inspect before shipping out to the consumer.

Review: Bought Cuisinart coffee maker that has spillover issues during brewing cycle. After reading reviews of product that many customers have experienced same issue, I tried to contact customer service about their defective coffee maker. They responded back that I would have to pay $10 to return defective coffee pot back to them? I asked to speak to a supervisor because I didn't believe I should have to pay $10 to send back their defective product. About 4 different customer service reps responded to my email on various occasions and told me that my issue was being escalated to a supervisor and that I would hear back in 24-48 hours. They were given both my email and phone number to contact. It has now been 2 weeks past that promise and haven't heard a word from anyone at

Cuisinart. I have asked for a direct number to call to speak to someone about this issue but have had no response.Desired Settlement: I would like for Cuisinart to apologize for their horrible customer service and be accountable for their defective products. I would like a total refund for this defective coffee maker or replacement with an upgraded model that actually works.

Business

Response:

On 11/04/2015 a request for a check refund was entered in the amount of $80.00. The consumer should receive it within the next four to six weeks. We do apologize for any misunderstanding between the consumer and the reps at our out sourcing facility. It sounds as though someone (rep) dropped the ball and a supervisor never got the message. Again, we do apologze.

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: Purchased the Cuisinart CHW-12 Coffee Maker 3 weeks ago. No matter what we do we cannot remove the strong taste of plastic from the machine. Called customer service on the issue and was immediately told to use lemon juice in the coffee maker to remove the taste. We proceeded to do so and the taste remained. We searched online for other solutions and found hundreds of others complaining of the same issue. I called back customer service to inform them that their "solution" to the problem did not work. I was told that I was the only one that has called about this issue and to pay to ship the item back to them then they would evaluate the issue then send me another identical product back to me at my expense. I was told that I should return it to the store purchased from but they offer only a 2 week return/ exchange and was told to return it directly to Cuisinart. To me, the item should be recalled with how many complaints there are and the possible health issue involved with the plastic leaching into the water and consumed by the owner. If I was the only person to complain how would they be able to supply a "fix" so immediately. When I asked what if I have the same problem with the new one they responded that I would have to keep paying to ship it back and to pay for the new one to be shipped back to me. I feel this is unfair due to the item being defective. We are long standing Cuisinart customers and have not had problems with any other products. I do not feel that an exchange at my added expense is fair when the item is defective and others have had the same problem so that I can just repeat the process over and over until I just cut my losses and throw it away as well as all of the money invested in a defective product.

Business

Response:

see attached

Review: I was given a gift "Cuisinart smart power, blender". The very first time I used it, it smoked, and didn't work,the blades weren't moving. So I went on line to retrieve a phone number to call. I told them it was brand new and the problem. I was told to send back the product, at my cost, and to include a $10.00 check and they would fix it. Well being a consumer I felt it nessasary to get in touch with the "Revdex.com", to handle this problem. I think that this is an act of injustice to me and everyone else that deals with this company. I actually had a problem with a burned out motor in another Cuisinart blender and was forced to pay for it to get fixed. I didnt agree with it, then, and was really upset but had no other choice but to pay for it.But now a second time is all I could bear. I actually had enough being taken advantage of. It's time for action and this should be stopped now. With your help, and many other complaints, that I'm sure there is. I need your help with,please. Thank You.Desired Settlement: This has to come to a STOP, I really don't think that tis is nice, taking advantage of us, the Consumer, knowing that we have go through all of this, having to contact this agency, Revdex.com, to get results is, personally, a pathetic act and they should be fined accordingly. I've heard a lot of this happening with this company. So Please, have this taken care of this so I don't ever have to deal with them again. Thank you so,so very much for all of your help in putting a stop to these "Robber Barron's ", that we shouldn't have to deal with.

Business

Response:

Returned at our expense

Review: There was a limited warranty on this product that required me to pay $10.00 for a replacement coffee maker and to return the defective coffee maker. I did both. Cost $37.77 to send defective unit by [redacted] to their required facility in Arizonia. This was bothering me, so I called their 800 number and spoke with a supervisor to complain about the high cost of returning a defective unit and asked why couldn't we, the customers, cut off the cord and send it in as proof the unit couldn't be used and serve as good faith the unit was indeed defective and not a result of deceptive practices. The answer was the company likes to see what went wrong so they could improve their product and if the unit could be refurbished and resold as such. They are profiting at my expense to improve their product and if applicable, the resale of a refurbished product. This isn't right.Desired Settlement: My $37.77 back and for them to change their policy to send a prepaid [redacted] or [redacted] label if they want their defective product back from a consumer.

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: [redacted]

Service # [redacted] I sent in my toaster oven and you received it on Wednesday 1/27. I shipped it with fedex, the tracking number is [redacted]. Everytime I call about it, they tell me it has not been received and that they dont have the tracking info, and I give them the tracking info everytime I call. I need my new toaster oven to be shipped to me. because of these issues, I want to get model tob-260N.

I have attached proof of delivery to this email.Desired Settlement: Cuisinart has already received my toaster oven, so I need them to send me a replacement toaster oven, model tob-260N

Review: we purchased this cuisinart [redacted] blender not too long ago. yet for the very first time when it was taken out from the box this week, then we found out that all 4 motor holding screws and components had fallen off inside of the motor base because the screw bosses are cracked up. the entire motor assembly has fallen apart. this is absolutely horrible and it's the worst quality product that we have even seen. the product comes with one year warrant yet their website says it's been discontinued.

we want the manufacture to either refund or replace the product for us.Desired Settlement: we want the manufacture to either refund or replace the product for us.

Review: On 1-19-15 I sent the following complaint to Cuisinart: I am very upset with the quality of my 14 C cuisinart. The pusher and sleeve are such poor quality that they have broken in 1 year. I had my previous cuisinart for 20 years and only considered a cuisinart when looking for a new food processor (it still worked, but I wanted a larger capacity). I would never buy a cuisinart again. I ordered a part to repair the first part that broke. It has been on back order for over a month--I am guessing this is because this part is breaking on everyone else's cuisinart. I don't want to have to pay yearly for new parts for my cuisinart. I have attached pictures showing you the defective parts (which I am sure you are well aware of). Are you making replacement parts with better quality? If so, I would like a sleeve and pusher for free. If not, I would like to know how to get my money back for a poor quality item that breaks with minimal to moderate use.

I received this response: Thank you for your inquiry and for attaching the picture of your pusher sleeve assembly. In one of the pictures is that the detachable stem because the picture is small and we want to make sure you are getting the correct parts. We apologize for any inconvenience you may have experienced. In order to properly assist you, we are in need of the model and serial number from the bottom of the unit. I sent them the requested information. Now they want me to pay to send the part back. They have acknowledged that the part is defective and they will replace it. Why should I have to pay to return the part to them? My husband has taped it, so for now I can use it until a new one arrives--but, if I send it back I have nothing to use--not even a defective machine. I cook from scratch daily.Desired Settlement: I would like the replacement part to be shipped to me asap and I do not want to have to pay to return the defective part.

Business

Response:

see attached

Review: I ordered a replacement part on Cuisinart.com for a part that had broken on my food processor. The order was fulfilled without any explanation by a separate, independent retailer (cuisinartwebstore.com), who sent the wrong part that did not work with my cuisinart product. After calling Cuisinart first, I was told to call Cuisinartwebstore.com, who agreed to send a shipping label and refund me, minus the amount I paid in shipping ($10). However, to get the correct part, I was told to call Cuisinart. After several calls to Cuisinart customer service, they finally located the correct part and wanted me to pay another $30 plus $6 shipping when I have not even been refunded for the incorrect part yet. They refused to acknowledge that I had already paid shipping and that I was sent the wrong part through no error on my part. The Cuisinart reps said that the website is a separate department and has nothing to do with them. My conclusion is that their website has no real service behind it: they outsource fulfillment to other companies and the Cuisinart Customer Serevice refuses to provide assistance for it "because it is another department within Cuisinart." Because I placed the order on their website, their customer service department refused to honor it or acknowledge any mistake. I was repeatedly transferred between two independent companies (Cuisinart and CuisinartWebStore.com) even though I placed an order through Cuisinart.Desired Settlement: To be refunded for my original $10 shipping or sent a correct, replacement part free of shipping, since I was sent an incorrect part through no error of my own.

Business

Response:

attachment

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have no idea what [redacted] is as referenced in the response from the business. I purchased the product through cuisinart.com. At no point was it made clear that I was not purchasing the product through the manufacturer, Cuisinart, and at no point did I leave the Cuisinart website while placing the order. It is extremely misleading to make the customer believe they are purchasing through one business when you are just referring their order to a separate company without taking any responsibility. The company my order was referred to, Cusinart Webstore, has a completely separate website separate from Cuisinart's so this business practice is completely unclear and confusing to the consumer.

Regards,

Review: Cookware set has a lifetime warranty and the coating on the cookware falls off ever time it is washed. The product has been washed by hand as per manufactures instuctions. Pictures were sent to Cuisinart of the product.Desired Settlement: I would just like to have a new set to replace the set that is faulty.

Business

Response:

see attached

Consumer

Response:

Review: [redacted]

I am rejecting this response because:the company needs to honor their warranty.

Regards,

Review: I purchased the Cuisinart 10 piece Chefs Classic nonstick hard anodized cookware set for my new apartment a couple of months ago and started to move in yesterday. I took 1 pot out of the box, had to soak it all day to get of the sticker off. I washed the pot and my wife used it to boil some eggs. The water in the pot turned black and so did the eggs. We through out the eggs and called Cuisinart , spoke to an agent and then a supervisor, they told me that the whole set is defective and I would have to ship it to them then they would have to check the set. It is very scary to see stuff coming off a brand new cookware set onto my food and if anyone had eaten the food cooked in them I would have taken them to the hospital to get checked . The cookware set is still in the box and all the pots and pans still have stickers on them and have not been used and after what happened I wouldn't even think about using them. The pot ruined my food and I am on food stamps and they want me to pay $15.00 that I do not have right now to ship them back. I purchased them because they were on sale and spending another $15.00 more to ship is not worth the price for something that has given me trouble like I have never seen before. The agent and supervisor told me I either pay for shipping or they can not and will not do anything to help me. I do not have money to ship it back and if I use the set I an afraid my family and me will get sick or die from whatever Chemical are coming from the pots and pans. I told them If nothing can be done I will file complaints with the Revdex.com and consumer protection and if I find what ever is coming off the pot is toxic I will call a lawyer . The set is brand new still in the box and I have never used them except the 1 pot and do not see why a defect from Cuisinart should be my problem and cost me time,food and money.Desired Settlement: I would like the set replaced with another one that can be used without having to worry about getting sick or something worse. I paid good money for the cookware and you would think a company would be happy to get the defective set back that could possibly be dangerous to use it for what it is intended for. I do not see why a companys manufacturing defect and carelessness should cost me money. I purchased a cookset that can not be used and now its my problem , not the company. That is not how to treat people who spend their hard earned money on their products and keep them in business

Business

Response:

We received his cookware on 5/19/2014 and replaced it with stainless steal.The set shipped on 5/19 and delivered 5/20

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: Ive just finished up a phone conversation with Cuisinarts customer services representative, [redacted] to see if my brand new soupmaker can be fixed because it was not heating. The first instructions that I got from [redacted] was to pack it up and mail to their customer service facility for them to fix or tell me how much it was going to be to fix. I find that this was not an acceptable solutions to the problem. I bought a brand new soupmaker not a refurbished one and I can say that Cuisinart is considerably much more expensive than other brands. I expected better customer service than what I received. I instructed [redacted] that it would be better if he made sure that I was using it correctly first before shooing me off like that. He was a bit snippy and said, "press the high button and it should get hot". I then reminded him that the timer needed to be set first before setting this machine on high in order for it to work because thats what the instructions say. It took a few seconds for him to look it up but he then agreed. By this time my frustration level has risen and I was over dealing with someone on the other end that wasnt even prepared and had an attitude about it. I dont think the customer should have to send in a product they bought new but defective and have it refurbished. Along with that, I need to send in $10.00 so Cuisinart can facilitate the speed and accuracy of the return as stated in the instruction booklet on page 8.Desired Settlement: I am requesting that Cuisinart refund me $64.19 that I paid to [redacted] for this product. I not longer want any Cuisinart products.

Business

Response:

We answered this complaint on 1/14/14 and a refund has been issued. However it will be 4-6 weeks before she will receive it.