Cuisinart

Review: I have a Cuisinart [redacted] espresso maker which is just over 1 year old (ordered on Nov 7, '14) which has a 3 year warranty. The customer service people at their toll free number claim that the serial number listed on the bottom of the unit is not a valid number and refuse to cover it. The number is difficult to read - but they refuse to accept a photo of the number or receipt from the purchase. I guess this is how they avoid the expense of servicing warranty claims. In any case, they are refusing to honor the warranty which came with the appliance & I would appreciate any help you can provide. I'd also like to warn other consumers from purchasing any Cuisinart products. Thanks, [redacted]Desired Settlement: I would like a full refund for this product, which has never been satisfactory.

Business

Response:

A request to issue a refund check in the amount of $171.80 was made today. This process usually takes four to six weeks.

Review: In January of 2015, I discovered that the cuisinart pasta/colander insert had cracked on one side. I rarely use the item in question, maybe 3 times at most. I purchased the item several years ago at [redacted] in [redacted] I emailed cuisinart customer service, and supplied them with over 31 pictures of the item. Cuisinart gave me two choices, either mail the item to them, or take pictures of the item and email them to customer. I choice option two. Cuisinart refuses to honor there life time warranty. I've given them all the information they requested, and now they want me to send them the item at cost to my pocket. I want a replacement, since the item has two additional cracks without the item being used. It is dangerous to use.Desired Settlement: Want the item replaced as per their warranty.

Business

Response:

attachment

Review: It is amazing that neither a customer service person or a Supervisor were able to help by looking at the registration of the product in April/May 2012 when I bought it at [redacted], since I lost or misplaced the receipt. I do not think they should generalized the fact that some people lie about it, because I did not retired honorably from the Army, by been a lier, specially at my 58 years of age.I understand is my fault for loosing the receipt, but I have no reason to lie about the year, and the month of purchase (April/May 2012). I am even waiting for [redacted], to see if they can produced a copy, but they only save them in the computer for two years, unless they have another back up system. The model was; Grid- 8N, with the serial # [redacted] or [redacted] It is hard to determine if the one # is an 8 or a 3, because it is small. It is ashamed that most of the companies prefer to act after the customer put a complaint on Revdex.com or on any of the Google blogs. The Supervisor name was; [redacted] or [redacted] employee # [redacted] I spoke to her today about an hour ago. The warranty was for 3 years. It is not heating properly and one of the suppose legs of the left side looking from the back, felt off, for no reason( may be heat), because it was not drop at all, just felt off while my wife was cleaning it. Why do we Register your products, if you do not cross check for the Warranty purpose, specially when somebody loose the receipt, because price and location and date of purchase, usually is part of the registration process? A so call Supervisor or Managers should have access to this type of information. I have a Degree in Management, so if your Managers and Supervisors need training, I am available for $175 an hour.Desired Settlement: Replacement or $69.99 plus taxes [redacted] price).

Business

Response:

see attached

Review: We purchased a Cuisinart Grind & Brew Thermal 10-cup Automatic Coffee Maker from [redacted] December 14, 2013. We threw the box away after we opened it because we assumed the product would work correctly, however it didn't. It leaks water all over the counter, doesn't brew all of the coffee, it will start beeping and not stop unless you unplug it and doesn't keep the coffee warm. [redacted] said they would not refund us since it was out of the box and that we would need to get with Cuisinart. I reached out to them and it took them a few days to respond and basically they are saying they can't refund us and that all they can do is send us a replacement of the same coffee maker, but we have to pay an additional $10, on top of the $130 we paid for the original unit. I think this is horrible customer service as we expect to have a working machine after paying $130. At this point I don't want another product from this same company, I want my money back so that I can get something from another brand that actually works. As an active duty soldier spending $130 on a coffee maker was a splurge to begin with and now to get a working unit I have to pay more! This experience has been a poor example of customer service and I won't buy from this company again!Desired Settlement: I don't want anything from this brand by the $130 we spent on the defective coffee maker. I don't want to pay an additional $10 to get a replacement of the same thing.

Business

Response:

Please see attached. On 2/20/13 a request for refund check was entered He should receive it within the next four to six weeks.

Review: We purchased the Cuisinart limited edition Swarvowski coffee maker and was able to use only a couple of months before the lid on top refused to close, preventing brewing of coffee. Per warranty instructions, I sent back the item service #[redacted] after being told by customer service I was to receive a fixed or new item 9 days after the company receiving. Two months had gone by without word. When I called to request the status, I was given vague answers - that it was received but status unavailable... also that a spring was unavailable but they would replace the maker.....After several calls without any confirmed answers, I set a day off aside to be persistant and wait on hold for over three hours one day! (2/5/16) After demanding the day of the long wait to speak with a supervisor, I was told someone would call me with a response within three business days after hearing response from the request from corporate, and yet over a week has passed again without word. The true problem was when I was told that my maker was "unrepairable and no longer available" and that they were "now replacing my model with the [redacted] which is basically the same thing without the crystals". This model is half the price of the item we had paid for. The company is aware of this since I was required to submit proof of purchase, my receipt, when I returned the item to be repaired. Completely unacceptable. And to top things off, out of the blue, I was mailed a basic cuisinart coffee maker in white - a low end model not even close to the item we had originally purchased!! When I asked to mail back my original item - assured that my husband could fix it, I was then told that it was "in the warehouse" and the location of that item is not known considering the time that has passed.Desired Settlement: I would like to have my original coffee maker repaired. It was only to be a spring replacement and I was surprised I even had to mail it back in the first place. I thought they would mail me a lid to the top of the maker. If that is not possible, I would like a replacement. And at the very least, I do not want some sort of maker retailing at half the price. I paid $200 for the coffee maker, it should be equal. The company has it, broken, along with my receipt and warranty. They could refund me the full purchase price if I cannot get a replacement of the exact item. The reason we paid so much for a coffee maker in the first place was because I specifically wanted THAT item. What I was offered by cuisinart was unreasonable. I called the first few times in good faith that they would stand by their products. I felt differently after almost every phone call. I was talked to as if I was the one being unreasonable, after given a product worth half the price as our only solution.

Business

Response:

A refund order ([redacted]) was entered for $200.00 on 2/26/2016. It could take four to six week before it is mailed as we process cash refunds only once a month. We apologize for the delay but we cannot return the defective original coffee pot and we cannot replace as we no longer stock this unit.

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 purchased a Cuisinart tea kettle CPK-17 at [redacted] on 5/30/15. Less than 5 months later the tea kettle stopped working and I called customer service. I was told this had a 3 year limited warranty on it and I would have to send it in. That was fine until I was told I would also have to send a money order for $15.00 for the return shipping of the new one. So I am expected to pay shipping both ways of approx. $30.00 for a product less than 5 months old. I have never heard of a company expecting this from their customers.Desired Settlement: I want it replaced but there is no reason I should have to pay for shipping both ways for a product less than 5 months old.

Review: I purchased a set of 14 non-stick pots and pans (Cuisinart Model [redacted]). Upon washing them for the first time after taking them new out of the box, I discovered 2 of the pans that have bumps in the finish. Other areas are these pots are perfectly smooth, as well as the other pots/pans in the set. However, when I called customer service, I spoke to [redacted] who told me I would need to send these back for evaluation at my own expense. These pots are brand new and very heavy, so they should not be defective and I do not feel I should have to pay to have them shipped back. I do have pictures to show the defects.

Being non-stick, I'm worried these defects in the finish may result in the pan peeling into my food, which is a health issue.

I would like these 2 pans replaced by Cuisinart:

Model # [redacted] 8 qt Stockpot

Model# [redacted] 4 qt Saute PanDesired Settlement: Replace the pot and pan listed above free of charge.

Review: I ordered a refurbished Cuisinart [redacted] off of [redacted] on [redacted]. The product was advertised "Cuisinart refurbished products have been restored to factory specification of brand new operating condition and carry a 90-day Cuisinart Warranty." When the product arrived it did not turn on at all and was therefor not up to factory specification or new operating condition. I called Cuisinart to request an exchange and was told I would have to pay shipping both ways. As this product is very heavy, it would cost me almost as much to ship it both ways as I paid for the product. They claim that this information is available on their website, but I counter that their website also claims items work at least the first time you turn them on. While I have learned my lesson and will never buy Cuisinart products again, I would like to warn other consumers of this practice.Desired Settlement: I would like a refund, or replacement, or product in the condition that was advertised.

Business

Response:

An order ([redacted]) for a replacement [redacted] was entered on 2/22/2016 and as of today, 2/25/2015 is manifested. The order is shipping second day air via [redacted]. It should be delivered by end of day Monday, 02/29/2015.

Review: Bought a pots and pan set. Additionally receive a free knife set. The original receipt and original upc was mailed as required. 5 months later they have no record of it and won't honor their offer.Desired Settlement: I followed their specific details to receive the knife set. Now I would like for them to honor me and send me the offer.

Business

Response:

On 6/06/14 an order was entered for the 2 pc knife set. The order should ship within the next two to three business days via [redacted] ground

Review: I purchased a refurbished model SS-700 coffee maker from a reseller in November. Upon receipt of the product it was immediately defective. Desiring to have a functional unit I elected to contact Cuisinart to see if they could repair the unit instead of returning the unit to the place of purchase. When I spoke to [redacted] in Cuisinart's customer service department on December 4th, he agreed that the unit was still under warranty and would replace it with another refurbished unit. I paid to have the defective one shipped to them and awaited word on a replacement, which [redacted] indicated I would receive in around 7 days of receipt of the broken unit. On December 26th I called to check the status of my order, and [redacted] indicated that the broken unit was received on Dec 12th, but no ticket was made to ship out a replacement. She said she'd get it out and it would arrive in 7 -10 days. On January 6th I spoke to [redacted], and they still hadn't shipped the unit. Finally on January 15th the replacement unit arrived after 5 weeks. Immediately after plugging in the replacement unit the coffee maker started leaking water all over my counter top and failed to function. I spoke to Janelle on that same evening and explained my disappointment, and she promised to send out a brand new replacement unit within 7-10 days in consideration of me getting 2 defective units, and that she would have [redacted] come and get the defective one at no cost. I asked her to repeat that the replacement unit would be brand new 3 times. [redacted] arrived 2 days later and picked up the defective unit. On January 29th [redacted] showed up at my house with what I hoped was my new coffee maker, only to open the box and see that it was the exact same serial number as the one I had shipped back as defective. It had not been touched or repaired by their service department and is still leaking. I have subsequently contacted Cuisinart on 3 occasions asking that they keep their promise & send me a new unit, with no reply.Desired Settlement: I would like Cuisinart to keep their promise made by [redacted] at 7:30pm on January 15th and send me a new, non-refurbished replacement coffee maker. They record their calls for training and quality assurance, and should easily be able to check that recording and confirm that my recollection of the conversation is accurate.

Review: Purchased a cuisinart coffee maker $69.99 model CBC-5200PC 01 May 2013 from [redacted] Within the last month said coffee maker will only brew one cup at a time regardless of water level. After several minutes a burning smell starts and sides of coffee maker cabinet become very hot. I feel that I have purchased a defective coffee maker. I am concerned of a fire! I notified cuisinart [redacted] and was told that I need to pay for postage and enclose an additional $10 for return postage. I refuse to pay for postage to and from on a defective fire hazard coffee maker.Desired Settlement: I want cuisinart to stand behind their product and exchange said defective coffee maker before it starts on fire.

Business

Response:

Our warranty states the consumer is responsible for shipping the unit in for repair or replacement. We don't repair coffee makers. We replace within the warranty periods upon receipt of the old unit. However, I have already entered the order for a new and have waived the $10.00 S&H. The order number is [redacted] The replacement is shipping from our AZ facility within the next couple of days, [redacted]

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,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Hello, on 26 April I accepted the business‘s response to resolve my complaint. ([redacted] yesterday 91 May I received my Cuisinart replacement coffee maker. The replacement coffee maker does not pump the water and said coffee maker has coffee grounds within the water tank. It is evident that Cuisinart has no quality control on their new products and no quality control on their refurbished products. I would like to reopen my complaint with Cuisinart. [redacted]

Regards,

Review: 1 1/2 years ago, we purchased an espresso maker, model EM-200. The first unit failed after three months, and the was sent back to the company at a cost of $25.57. They sent us a second unit, which also failed, about 6 months after that. That was returned, at a cost of around $24.88 and re we received a third one in May of 2014. This unit has now failed, and the company says it is out of warranty because they go to the original purchase date, not the date of manufacture (March 2014) or delivery (May 2014).Desired Settlement: After three units, and failure to replace the fourth that is less than a year old, we are requesting a full refund, plus the shipping charges of around $75 (we'll ship the third unit back).Right now, we are planning to go to small claims court.

Business

Response:

attachment

Review: I purchased a Cuisinart CPM-900 popcorn popper, It is advertised as having a good ventilation system that makes crispy popcorn. We've followed all the instructions to the letter, and our popcorn is tough and chewy and inedible. Cuisinart sends "canned" responses back to us, but don't directly address the problem. We received as a gift, so we don't have a receipt nor know the store it was purchased from. So we cannot return it to a store. We are asking for a refund or coupon for the value of another product. They keep saying they cannot do it and they are sorry if we are unhappy with the item.Desired Settlement: We want them to admit that this now-discontinued item does not live up to its promises, and we want a refund even if a store credit.

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 sent my Cuisinart food processor to the company after speaking with a customer service representative. The discussion left me with the impression that the motor was under warrantee and would be covered under the repair. I mailed the unit and waited a month with no contact from them. When I phoned they informed me that I had an outstanding balance and that the repair was not for the motor but rather for the assembly. I told them to return the unit (they had waived return shipping) and that I did not want them to do the repair. They said they would return the unit.

I have called them several times and have been told that the unit will be returned in 7-9 days and I still have not received my food processor. I have been told on more than one occasion that [redacted] has the unit. This problem has been going on since11/21/13. Today I called and they gave me a [redacted] tracking number and again they told me I would receive my food processor in 7-10 days.

When I called [redacted] to track the number they had no record of this number.

I feel as though Cuisinart is giving me the run around and I will never see my food processor again.Desired Settlement: I would like Cuisinart to return my food processor.

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,

This email is to inform the Revdex.com that complaint [redacted] has been resolved. After 2 months of time and many phone calls the Cuisinart, (Conair) returned my food processor and had fixed the stuck motor. Thank you for your help.

Review: Product is eligible for replacement. Continued delay of replacement. Made several attempts to contact and continue to be told it is going to be sent but product never gets shipped.Desired Settlement: Replacement of product or reimbursement if purchase new one myself.

Business

Response:

On 2/11/2016 an order ([redacted]) was entered replacing the consumer's [redacted]. It shipped 2/12/2016 and was delivered via [redacted] ground on 2/16/2016 at 4:21 P.M.

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 Cuisinart through the form on their web site on December 6 about replacing a toaster oven (model [redacted] black, serial number [redacted]) which had failed in two safety-critical ways. They wrote back and told me the product was still within its warranty and would be replaced by them for a $10 service fee, and I should email them back to confirm that I wanted to proceed. I emailed them back immediately and confirmed that I wanted to proceed; they never responded to my email.

I contacted them AGAIN through their web form on December 22, told them about my previous efforts to contact them and the fact that they had never responded to my email. AGAIN, they responded and told me to myself respond to them to confirm that I wanted to proceed. And AGAIN, when I responded to their email, they never responded back to me.

I contacted them on December 31, this time using the email address on their web site, [email protected], instead of the web form. They never responded to that third attempt to contact them.

I run my own mail server, so I am able to confirm that the email messages I sent to them were in fact successfully delivered to THEIR mail servers. Furthermore, I checked my spam folder, and there are no responses from them there.

Their failure to reply to three different attempts to contact them really isn't OK.

The most likely explanation for this is probably that there is something wrong in their email infrastructure which is somehow preventing them from seeing my emails. Even if that's true, it doesn't make this OK. It is reasonable to expect a company the size of Cuisinart to be able to handle maintaining working mail servers.Desired Settlement: Because of their abject incompetence at handling this simple warranty replacement quickly, I would like them to (a) waive the $10 service fee for the warranty replacement, (b) ship us a replacement toaster oven via overnight shipping at their expense, and (c) pay for the shipping of the old, defective toaster oven back to them.

To be clear, if they had handled my original contact with them promptly and properly, I would have been more than willing to pay for both the $10 service fee and the cost of shipping the defective toaster oven back to them. But given how badly they've screwed this up and the fact that because of it we've been without the use of our toaster oven for more than a month, I think at this point they owe me more than that.

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.

An acknowledgment of error and apology would have been nice, though. It's really not OK that I had to file a Revdex.com complaint to get their attention.

Review: Original Cuisinart coffee maker (purchased at [redacted] for $170) failed within the warranty period. Cuisinart agreed to ship replacement coffee maker. Coffee maker was shipped via [redacted] (reportedly insured) but without requirement for signature on delivery. [redacted] left the package at the front door while I was not home, and it was stolen before my return home; thus, I never received the replacement coffee maker. Cuisinart informed me that since it was delivered to the correct address, and though, again, reportedly the shipment was insured, that they would not ship a replacement coffee maker nor follow up with [redacted] -- in short, that they had fulfilled their obligation, though I still do not have a replacement coffee maker -- and that my only recourse was to call [redacted] myself to try to resolve the matter.Desired Settlement: If [redacted] is not able to arrange replacement or refund (I have contacted them separately), I expect preferably a refund or, alternately, a replacement product from Cuisinart. In addition, I expect an apology and acknowledgement of responsibility for the poor customer service.

Business

Response:

An order for replacement has been entered

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.

Review: I purchased a new Cuisinart [redacted] 10-Cup Black Programmable Thermal Coffeemaker on 08/19/2014 and after six months the coffee maker started overflowing while brewing. I contacted Cuisinart and they immediately sent me a new basket and pot lid and stated that if it happened again they would replace the unit. The parts arrived at no cost to me and I replaced them. Seven months has gone buy and the pot is overflowing again, when this happens not only does it spill coffee onto the counter top and floor it soaks the electrical portion of the maker. I called back and now they state the maker is out of warranty (three year warranty) I advised them I have the receipt and it was purchased August 2014, first problem noted February 2015 and again September 2015. I advised customer service this was a design problem and had the potential to cause an electrical shock or burn hazard. I was looking to get this unit replaced in hopes the flaw or design issue would be corrected but I was told that by manufacturer date the item was out of warranty. Customer service advised I could pay a fee and send the unit back at my expense and they would replace it. I got the impression they know there is a problem but are being told not to say anything, one of the customer service staff gave me the name of the service manager and suggested I write him because there notes are not always taken seriously. I advised customer service this issue was a reoccurring issue and provided my cr ([redacted])so they could look up my previous complaint. The customer service person stated that that was the way they handle this type of situation.Desired Settlement: (1)I would like a NEW Defect Free [redacted] sent to me at no charge.(2)I would like Cuisinart to send me a pre-paid shipping tag and I would like to return my defective unit so they can identify the problem as it seems to be a design issue.(3)I would make myself available for contact by Cuisinart as I have identified the design flaw that is causing the overflows.

Review: I ordered 6 packs of 2 charcoal water filters on 9/20/14 and was charged $46.71 on my debit card. The order number is [redacted]. After two weeks, I called customer service to find out where the order was and even during regular business hours, the call went straight to voicemail, directing me to call back. I emailed the company and received no response. I called again today and was told I called the wrong number and to call a different number because my order was not on file. The other customer service representative told me to call the number back and speak to a supervisor. I did this and received another phone number to call. When I called that number, it went to the voicemail options again and directed me to call back at another time as they are "busy assisting other customers". There is no option to leave a voicemail. I have called 4 separate numbers and have yet to speak to a person who knows anything about my order or why I was charged for products I did not receive.Desired Settlement: If they do not deliver the order, I would like a full refund of $46.71 to my debit card.

Business

Response:

see attached

Review: I purchase the Cuisinart in April 2015. I used this product a couple of times. Once to shred cabbage, want to make bread dough and wants to grind up six packages of Oreo cookies. When I completed grinding the Oreo cookies, I noticed my bowl had a haze to it. I I looked in the manual to see how to clean it and there were no instructions to remove the haze. How hard would it be to remove a cookie haze. So I called Cuisinart and spoke with a customer service rep, she suggested letting it soak in white vinegar for an hour. I did this, but it didn't clear the bowl. So I called back and they sent me a replacement because it was under warranty. Now to return the defective bowl to them I must been $17 in postage to return a defective item. They say, and they being the call center for Cuisinart, that I have to mail it back . And also, if I do not return the ball it will void my warranty. I feel, that since the defect was their fault that I should not have to pay for the return. I offered to break the bowl in half, Since it's defective anyway, and put it in my small flat rate five dollar box and return it to them. They did not like that idea and said that I needed to spend the money and return the defective bowl to them. At this point I do not think I should have to spend my hard-earned money to pay to have a defective part shipped back. I also think that this should have nothing to do with my warranty since the defect was in the production / manufacturing . HELPDesired Settlement: Submit pictures if bowl or they pay for the return defective bowland my warranty

will Still continue. Or they pay for the units return and refund the $139.00 plus tax to me .

Business

Response:

The haze to the bowl after grinding Oreo cookies is not a defect. This happens with dry rough ingredients as hard cookies, nuts, etc. So the rep, not wanting to get into it just replaced it under warranty. However, our policy is that the original part that was replaced needs to be returned and it is the consumer's responsiblity. As a one time courtesy I will waive the return and the consumer may keep the original bowl and use it to process any foods that may scratch and/or stain the bowl.

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. That is most kind of them. Maybe that should tell them that a warning should be added to their instruction book.

Regards,