Cuisinart

Review: Ordered Cuisinart coffee maker from [redacted] new on 11/19/2015. Received product Model [redacted], on 11/21/2015. Total purchase was $90.09. Item was $84.99 sales tax was $5.10. Coffee maker was not opened or used till 12/25/2015, was purchased as Xmas gift. Coffee maker is beyond [redacted] return window of 30 days. Coffee maker sometimes will make 1/2 pot and signal cycle is finished even though there is at least 7 cups of water still in reservoir. Coffee maker is 14 cup. Other times coffee maker will over flow coffee basket with water and grounds go all thru machine. Contacted company first solution was I was not running machine thru clean cycle enough with vinegar and water. We have only used coffee maker 2 months, and have run thru cleaning cycle 3 times still same. Next solution was we were using too fine of coffee in machine, I told rep we have tried 4 different brands of coffee all do the same thing. Next was told was using wrong filters, we use paper cone filters and have tried 2 different brands of those same results. Then we have tried using gold filter that came with machine, no different. So finally rep said there must be something wrong and I have to send in $10 for shipping, with machine for repair or replacement. I guess we do without coffee maker till company decides what they are going to do about replacement. We just feel product should last longer than 3 months even though only used 2 months. And I should not have to pay any extra money for item that only lasted 3 months.Desired Settlement: Would like refund of purchase price and company to pay for return shipping of coffee machine. Will supply company with written invoice from [redacted].

Business

Response:

On March 2, 2016 an order requesting a check refund in the amount of $90.09 was entered. It will be at least four to six weeks before it is mailed to the consumer as we only cut checks refunds once per month and it is usually at the end of the month.

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: On May 19, 2015, I filed for Warranty replacement for a Roasting Pan Rack on which a weld had broken.

I received notification on May 28, 2015 that they had approved my Warranty claim and that I should send a check in the amount of $7.

I did so, and was given the Claim # [redacted]

To date, August 26, 2015, I have not received my rack. I have called and emailed numerous times, and Cuisinart does not dispute that they owe me a rack, but they claim it has been back ordered since June, 2015.

This is outrageous to offer Warranty Replacement and have it be OVER three months. The item is still sold on [redacted] and other places, so all they have to do is send me a rack from a set.

My latest contact was tonight August 26, 2015, with a Rep called Dante.Desired Settlement: Need my Warranty Replacement Roasting Pan Rack

Business

Response:

Since the roasting pan rack was out of stock and still is we have replaced the entire roaster. According to [redacted] tracking it was delivered on 9/01/2015 at 2:56 pm. The tracking number is: [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,

Review: I have been trying to get warranty service for a Cuisinart Coffee maker for the past 3 weeks & continue to get the "run around". The product is within the warranty period. The serial number, model number, purchase receipt have all been verified and I continue to get horrible customer service.Desired Settlement: Replacement of the unit ASAP!

Review: On December 6, 2015 I contacted regarding my pans peeling and scratching. I was told to take pictures and send them in. I did, and it took 6 days of back and forth to finally get the issue started. I kept receiving the same email over and over stating they couldn't read the pictures. When I called, they helped get the issue taken care of. I was told to send a check to them for postage and they would send the pans. I did. I then received 5 of the same pan vs the 5 different pans I needed. I was told to send the 4 back that I didn't need and when they received the pans, they would send me new pans. I did and the new pans were not received. I called again and was told it was taken care of. After a week of not receiving them, I called back and was told there was a step that wasn't completed and she had finished it and I should get my pans. I didn't and called back and spoke with Ronnie. She stated there was a step that wasn't completed and she would take care of it. The same answer I previously received. I waited and received the wrong pan again. I only received one pan. I called back and spoke to Ronnie again, she processed the item again and told me I would receive a call from corporate because I kept having issues. I have yet to receive a call from corporate. I called back 3 days later and was told there was a note on the account stating there was a pan that they didn't have and needed to verify if I would accept the one they had. I agreed. I then received two more pans that were smaller and from a different set than the one I should receive. I have yet to receive the dutch ovens or the sauce pans. I called back on 2/4 and asked to speak to a manager. I was put on hold for 35 minutes, called back and was on hold for 39 minutes., called again and was told by Kiara they would call me back in 24 hours. The manager Cathy said I have to wait because she has 10 calls on hold. I opted for the call back and it was never received.Desired Settlement: I would like to have a full new complete set of pots and pans sent to me at one time. I do not want to keep receiving pieces from different sets. If they no longer have the set that I purchased, I want a full better set, not a smaller set. I have been receiving smaller pans than the one I purchased. I also want the company to follow through when there are calls to be received back. After the first couple of calls, I should have been referred to a manager and this issue resolved. This is a $540 set of pans. I should not have to go through months of trouble to have them replaced.

Business

Response:

On 2/22/2016 I entered an order ([redacted]) for a [redacted] piece set of cookware and had it shipped second day air via [redacted]. It was delivered 2/25/2016 at 10:28 A.M.

Review: On June 22, 2014 my Cuinart coffee maker stopped brewing. Water would not boil. I contacted Cuisinart customer service at about 10 am. I cannot recall the first female that handled the case then, but she instructed me to fill the reservoir with vinegar and try that. I failed. I called back and spoke to [redacted] at about 11 am. He told me that my best option was to bring it back to [redacted] the retail store it was purchased at on May 4, 2014 at 4:30 pm. They could not exchange the unit because they were out of stock. I called customer service again and spoke with [redacted] She informed me that they could repair and that this unit was already a refurbished unit with only 90 days of warranty. She also explained that it might cost me more in shipping that the original purchase price of $35.00 tax excluded. She told me that she could not tell me how much shipping to their repair center would cost due to its weight. That is understandable. She also said I it was safe for me to attach a $25.00 check with the unit to ensure shipping back to me. This logistical method seems very costly and unfair to me.Desired Settlement: I would greatly like for Cuisinart to stand behind their warranty even on refurbished products. I would like for them to set up shipping on their behalf.

Business

Response:

As a courtesy we entered an order for a new coffee maker with a 90 day warranty

Review: I purchased Cuisinart Blender model #: [redacted], less than a year ago. This blender was hardly used, when I tried to use it one day the blue LEDs started flashing and the blender stopped working and started to smell. It appeared that the motor overheated. I let it to cool down and restarted again, the blue LEDs started to flash again. I contacted Cuisinart at ###-###-#### and they told me to ship the blender back so they can repair it. They gave me the following return authorization number: [redacted]. I sent the blender via FedEx on Friday Sept. 20 and it was delivered to Cuisinart on Tuesday Sept. 24th. The FedEx tracking number is: [redacted]000021. I have contacted Cuisinart customer service 4 time and each time they keep telling me that they are trying to locate my blender and after month of waiting they still have not been able to locate my blender. When I ask them to send me a replacement blender, they refused to do so.Desired Settlement: Since, they are not able to locate my blender so they can repair it. It is only fair that they should send me a replacment blender. I have been without a blender over a month now.

Business

Response:

we sent a new SPB-600 on 10.28.13 and UPS tracking was declined 19.29.13 at 12:18pm

We have requested UPS to do a driver follow up, waiting to hear from UPS.

Review: my cuisinart product (a coffee grinder) stopped working. its within the warranty and I have the original receipt. the company would replace the product. but they asked me to ship back the whole defective instrument to them before a replacement. this is completely unreasonable as the product shipping (to be paid by me) costs more or almost equivalent to the cost of the product itself! this policy is onerous and by design is to dissuade customers from claiming replacements for their faulty product even within the warranty period. this is an unfair trade practice to rip off the consumer as now I will be forced to abandon my claim & just purchase a new coffee grinder. I need this issue resolved and my coffee grinder replaced without incurring additional shipping charges thank you.Desired Settlement: product replacement without having to ship back the whole faulty unit or full refund of the price paid or voucher mailed so I can purchase another on my own from a nearby store.

Review: A Cuisinart Electrical Can Opener broke while in use. This item was months old and subject to occasional use. Customer service was called on or about Oct. 21, 2013. I spoke to [redacted] and explained the problem I was having, something internal had broke. He advised that Cuisinart would sent a new product. I specifically asked for the instructions to send back the defective product and he said that it could be thrown away. I repeated this to [redacted] and he reiterated the item could be thrown away. He gave an order number. Days later, what was received was an external part for an electric can opener, not remotely pertaining to the conversation I had with [redacted]. I called again to explain this. [redacted], then advised, without the can opener, nothing could be done. THE CAN OPENER HAD BEEN DISCARDED BECAUSE OF THE ADVISEMENT OF CUISINART'S EMPLOYEE, [redacted].Desired Settlement: I desire a replacement electrical can opener. We were told that we would receive a replacement can opener. That is what I expect the outcome of this complaint to warrant.

Review: I purchased the single brew coffee maker as a gift to my husband to use in his office for him and his two office workers in December 2012. A couple weeks ago the coffee maker would no longer work. It leaks water out of the bottom when trying to brew coffee. [redacted] the administrative assistant called Cuisinart customer service and was told that she could return the coffee maker if she paid for shipping and handling and sent a $10 check to pay for shipping of the new coffee maker. She told them she would need to discuss it with us. She called back the following day to tell them she would like to have it shipped back and a new one sent to us and the rep. she talked said that the coffee maker was not allowed to be used in an office and could not be replaced.Desired Settlement: We would like the product replaced. The coffee maker is being used for personal use by no more than three people a day, most often only one person. The product, after less than 8 months is malfunctioning, it should be replaced by the manufacturer. We ill pay for the shipping/handling, although personally, we feel the company should honor their products by covering these costs.

Review: I purchased the now discontinued garlic press from [redacted] San Diego, CA. It was $9.99 plus tax. The garlic press is of inferior quality and does not work well.... which explains why it is discontinued. I expected higher quality because of the other cuisinart products I own. I emailed the company to request a refund and was told I would be responsible for the shipping costs. I am not paying shipping for a $10 item. I am offended that as a loyal customer with MANY cuisinart products that they won't just refund my $10 purchase of an item I am sure they knew was of poor quality. I am disappointed and saddened by their response.Desired Settlement: I am requesting a refund sent to my address in the form of a check so I can go buy a new garlic press that actually works. If they want the old one back that bad then they need to send me a prepaid shipping label.

I want a refund of $10 or $11 (not going to argue about the tax). Thank you.

Review: I ordered a Cuisinart Slow Cooker [redacted]. When I received it, the lid did not fit the bowl. We called and they sent us a new lid, which was the same size as the first one. So I think the problem is the bowl is the wrong size. Cuisinart does not have any bowls for this slow cooker so I need a replacement, which they have not offered me. I have called several times to Customer service to come up with a solution and talk to a manager and I get the run around that no managers are available. I just want cooker that works and I need to lid to fit or it is useless.Desired Settlement: Send me right size bowl or new slow cooker at Cuisinart cost. I have already paid shipping and handling for something that is not right, so Cuisinart needs to pay shipping not me.

Business

Response:

The consumer has called out Consumer Service Hot Line earlier today, 3/04/2016 and a representative created an order to replace the entire unit for him. The order number is [redacted] and the new unit will ship one day next week.

Review: I purchased a defective breadmaker and sent it back for replacement through the warranty. I was informed that there was a ten dollar fee but talked customer service into waiving that fee through email correspondence and with a manager directly over the phone. I have gone back and forth for nearly two months with customer service and have sent in everything that has been requested by them. Today I checked to see if delivery was confirmed of the defective breadmakers power cord as requested and it was received over two weeks ago. I called customer service to verify that my replacement unit has been shipped and I was informed that it has yet to be shipped because they are awaiting my ten dollar fee. I requested to speak with a manager and the manager waived the fee again but told me that the warehouse needs my proof of purchase. I have sent that within the first three emails I wrote to customer service because it was requested. The manager informed me that when the warehouse receives the receipt it will take up to three weeks to ship the replacement unit. IT HAS BEEN NEARLY TWO MONTHS SINCE MY INITIAL REPLACEMENT REQUEST. Again I have had to send the same information multiple times and speak with managers over the phone multiple times. Customer service reps are unable to follow the string of emails because they cannot see previous emails sent. This is a ridiculous system and has caused the worst experience with customer service I have ever experienced hands down.Desired Settlement: At a bare minimum, replacement of the originally purchased product as the warranty states should happen. At this point an upgrade would not be a ridiculous request. A significant change to the companies customer service practices should be examined as well. Specifically the fact that every time someone sends an email in reference to their case a different representative sees it but the rep cannot see any of the previous emails. I have records of all emails sent plus [redacted] tracking numbers and receipts.

Review: I purchased a manufacturer refurbished coffee machine from a store called [redacted] through [redacted]. Cuisinart has told me that since it was through [redacted] they will not honor the warranty, but they would have if I bought it directly through [redacted] I barley had 30 days of use out of it before it started setting off my electrical breakers. [redacted] won't replace it because I had it in my possession over 45 days and that cuisinart should take care of it.Desired Settlement: I just want it replaced with one that works.

Business

Response:

We do apologize but we have stocked (sold our products on [redacted]) and we do not honor the warranty on any of our products sold by them. The consumer claimed it was sold to [redacted] by [redacted] and that tells you it is a second hand sale. Also, the price for the product is much lower then what our retailers would sell it for. There is nothing we can do for this consumer for this product. He is welcome to call and purchase a new one at 20% off our retail price on our web page.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

They honor the warranty through [redacted] Just because it goes through a secondary site it does come from the same business. It is not a personal sale.

Regards,

Review: I have a Cuisinart Pro Classic DLC-10S food processor that has ceased to work. When I called the warranty support I was initially rudely told that my food processor is no longer in production and therefore not under warranty anymore. The model carries a 3 year warranty and the unit was purchased on 4/3/2012 from [redacted] I had to argue with the service representative for over 20 minutes to get her to admit that the unit is under warranty. I still don't understand why since I stated that I have the receipt for the unit. I was then told that I would have to pay for shipping both ways to get it repaired and was given some vague instruction how to return it. The unit is very heavy with fragile and sharp objects. I do not how to safely ship it back. More importantly, I should not have to pay for shipping both waysDesired Settlement: Get a replacement of my Cuisinart Pro Classic DLC-10S with a shipping label to return the old defective unit.

Business

Response:

He doesn't have to pay for shipping both ways. He needs to return the base, bowl, cover and sleeve. WE will repair the unit and replace ant of the plastics if necessary. There will be no charge as the unit is still covered by warranty and it will be returned at our expense.

Review: The Cuisinart "Fully Automatic Burr Grind and Brew" coffee pot we bought one year ago is defective. Cuisinart claims that certain care and handling of the coffee pot would prevent the occurence of hot spilled coffee but all the suggested remedies have failed to cure the problem. My two year old daughter was burned by hot coffee spilling out on the counter and Cuisinart has been given the chance to replace the unit or give me a different model, even of lesser value but has chosen only to send a new carafe lid. This solution did not work in the past and we are unwilling to continue waking up each day wondering if hot coffee will be spilling out of the unit or not.

The safety of my kids is too important to continue using this coffee pot and we have been unsuccessful with Cuisinart customer service by phone.Desired Settlement: Please allow return of this defective coffee pot regardless of your own opinions. We have put an unreasonable amount of cleaning and care into use of this coffee pot becuase we like the convenience of grinding and brewing with one machine but the convenience is not worth the injury to my children and the product should be recalled before other kids are hurt.

Review: On October 2, 2015 I submitted a claim via e-mail to [redacted] In the claim I described how the product was defective and even included several images. After multiple emails back and forth I received the following message from an agent by the of Priscilla:

Valued Customer,

We apologize for the problem you encountered with your cookware. We are in need of your address and daytime phone number. Once we receive this information we can provide you with a Service Notification number and instructions on how to proceed.

Once we have obtained the required information, We can move forward in replacing your cookware. please either reply by e-mail, or call our toll-free Customer Service Center at, [redacted], Monday- Friday 7:00 am - 11:00 pm, EST and/or Saturday -Sunday 9:00 am to 5:30 pm, excluding major holidays. Please keep in mind the Customer Service Agent will not have access to your e-mail information.

Sincerely,

Priscilla

Based on that e-mail I provided all of the information requested and was under the impression that my pots and pans would be replaced. Unfortunately this is not the case. I just received another e-mail from the CS department stating that they will not replace my pots and pans. I thought that each product purchased has warranty, but I guess this is not the case. After I replied to their last e-mail they started the claim process again, completely ignoring my multiple e-mails. Below is the new message I received as if they never received my original claim.

Valued Customer,

Thank you for your inquiry. We apologize for any problems you may have encountered with your cookware. We will need you to email your pictures to [email protected] for further evaluation.Desired Settlement: COOKWARE / SN# [redacted]

I would like to have my products replaced. I do not wish to again email the multiple images I originally sent in to customer service.

Review: We purchased a Cuisinart DTC-975BKN 12 cup programmable coffeemaker in November of 2013. In December of 2014, slightly more than one year into the three year warranty, the coffeemaker failed, with water leaking out of the bottom of the unit. I contacted Cuisinart Customer Service and was told that they would send a replacement, but that I would have to pay $10 for shipping and handling. In addition I was told that I would have to return the defective unit at my expense. The shipping charges for the return came to just under $20.

This is a warranty that protects Cuisinart, not the consumer. It should not cost the consumer nearly $30 to exercise a warranty when a product fails due to a defect in materials or workmanship.Desired Settlement: I wish to have a refund of the shipping charges I paid ($19.41) to return the defective coffee maker to Cuisinart. A copy of the [redacted] receipt is attached.

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 provisionally satisfactory to me, pending receipt of their check in four to six weeks.

Regards,

Review: Our daughter purchased cruisinart dc1200 coffee maker for Mother's day. We used it approximately one month. One morning after the coffee was made, about 1 hour later, the pot started gurgling very loud. My husband went to the kitchen

and it smelled like rubber burning. We immediately turned off the pot. We tried again later in the day, the pot came on but it would not work. we tried more times and it never worked again. We contacted the customer service we were given and

they said we had to have the receipt. obviously, as this was a gift we did not have the receipt. We called our daughter and they also could not find the receipt. Customer service said the only thing they could do was to sell us a new pot at half their retail price. That price was higher than [redacted] sells them for. We feel any product that only last a month before it burns up is a poor product. Would think the least they would want was the product returned to determine the problem.

Review: On Nov 20, 2015, I was preparing toast with my Cuisinart "Total Touch" Convection Toaster Oven Broiler, when I heard the oven make an odd electrical sound. The oven appeared to have shorted internally - I could see flames inside, and smoke started billowing out of the top vents. I immediately unplugged the product, took it outside, and poured water on it - finally noting that all activity had stopped.

To see this event take place - risking my home, and the health and safety of my 5-year-old son especially – was very troubling.

I called Cuisinart at [redacted], and reported the issue, providing my model ([redacted]) and serial number.

The agent ("Erica") took my name, address, and phone number, and indicated I would be contacted by corporate in two to three days.

However, a week later, I still had yet to hear anything back.

So, I called them again on Nov 27, 2015 at the same number. The agent this time, "Tashá", took my name and phone, again confirmed the model and serial, and asked for details of the situation. As before, she asked if there was any injury or property damage. I indicated "no", and indicated that I have photos and video of the results of the incident.

Apparently, NO RECORD of my previous call was available in their system. She asked for my address, and again logged my phone number, and asked for my email address.

Tashá (as Erica did before) indicated they would call me back within 2-3 business days. I indicated my lack of confidence in this process, but she indicated she "guarantees" that someone will call me by Tuesday, Dec 1, 2015. This did not occur.

I am obviously very concerned at the problem encountered with the product - but especially troubled by the lack of engagement of Cusinart. They appear to have phone representatives who take down information, ask questions of the consumer to flesh out their report, and then completely ignore the resulting information.Desired Settlement: I at least want to be contacted by the business - following up on the 2 reports which I have now submitted to them. In addition, I believe they should provide a definitive response regarding as to the cause of this safety issue, clarify if they already have corrective actions in place to ensure it does not affect others, and offer to replace this defective product. To be honest, I'm not sure that I would trust any product from Cusinart again, but believe I should at least be given the opportunity.

Review: The bottom of my cook wear has all worn off, I called Cuisinart and they told me is was due to high heat. I told them I never cook on high heat, it's always medium to low. They argued with me, I talked to a manager and they were VERY rude, would not listen to anything I had to say and then hung up on me. I have pictures of all the pans. notification #[redacted] at Cuisinart.Desired Settlement: I would like a replacement, I spent a lot of money on this cook wear.