Cuisinart

Review: My cuisinart Keurig ss-300 was purchased in an award site earlier in the year. The machine splash the hot water out the bottom. I called the support center which advised that model was no longer in season or under warranty. Why would the product be on the site and it's a hazard.Desired Settlement: I would like to return this device to the company for an updated replacement

Review: My toaster started on fire after a short two months of use in my home. In month following this incident, I tried on NINE separate occasions to contact the customer service department for a refund or replacement to NO AVAIL. I have not yet been refunded or sent a replacement for this VERY DANGEROUS product.Desired Settlement: Refund AND Replacement.

Review: I bought twice a blender for 50$ each time from cuisinart and both of them after 2 times I used them started burning and stopped working.

I tried calling their service but after people hung up on me 3 times , the 4 time the lady said we are not replacing broken products.

Iys been very fraustrating for me.Desired Settlement: I want a blender that will work.

Review: I purchased a Cuisinart SS-700 Single Serve Brewing System in December 2012. The unit became defective July 2013 as it would continue to dispense water even after it should have stopped at the serving size selected. I contacted Cuisinart and was sent a replacement unit. I returned the defective unit at my expense as agreed ($28.00).

The replacement unit became defective approximately 40 days after receiving it (electrical problem). The unit would trip the GFCI outlets in my kitchen indicating that there was a electrical problem. I verified this by unplugging all other electrical devices, but still the coffeemaker tripped the GFCI outlet on two different wall outlets.

I contacted Cuisinart on 27 July 2013, the day after the electrical problem occurred. I asked for a refund but the representative advised that Cuisinart does not give refunds, but would either replace the unit, again, or offer a credit certificate for purchase of another Cuisinart product. I advised that I was not interested in a replacement or another product. I contacted Cuisinart customer service again on 28 July 2013 and once again was told the same thing from the representative and a supervisor.

I will only settle for a refund as it is apparent there are issues with this particular product. I still have my receipt from the original purchase in December 2012.Desired Settlement: The original purchase price was 189.99 through [redacted] The exchange offered a $25.00 instant rebate which brought the price down to 164.99. I was and am willing to settle for a seventy-five (75) percent refund of the purchase price which would be 123.74, seeing as I did get some use of the product.

Review: The first of November I ordered a part from the online web store. They sent the wrong part 2 times. After making several phone calls a customer service representative told me to take the food processor back to the store. What a cop out! That would not solve the problem. The persons name was [redacted] I returned the 2 wrong parts. I then called Cuisinart to order the part from them. I was assured they would send the correct part. After 3 phone calls to ask why I had not received the part, I still do not have the part. When I spoke with the 3 personnel I was given excuses such as it is the holidays, delivery people are busy, etc. Then the last person I spoke too told me it had not even been sent!!!! No reason why. The last person said he would send a referral. After waiting another 2 weeks I called again today Jan 7, 2015 to find out why I still did not have my part. I was told today that the part AGAIN has not been sent. The person also stated that they were doing inventory and would send it after they finished. No idea when that will be!!!

This is the most horrible customer service I have ever experienced. This whole process has been going on for 2 months. I have been extremely patient. NO MORE! I want THE CORRECT PART (If they can not send the correct part then I want a whole new food processor) and a $50.00 check for the extreme inconvenience I have experienced.Desired Settlement: To have the correct part ordered and/or a whole new food processor and a $50.00 check for the extreme inconvenience.

Business

Response:

Please see attached

Review: I purchased a 7 qt stand mixer that has a 3 year warranty. The mixer keeps on shutting down while it is being used, I called them up and they made me pay to ship it back to them and finally sent it back after 6 weeks with the same issue (they say it was fixed). I sent it back another 2 times and it is still having the same issue. I called them today and they want me to pay to ship it to them along with a $10 check for return shipping. This is ridiculous their costumer service is horrible and the problem stays the same when they fix it.Desired Settlement: Refund me for the full amount plus (for the aggravation and unusable time) so I can buy a different company mixer.

Business

Response:

Please see attached

Review: Please read the following letter I have just sent over, they have been given three chances to fix this and now this fourth chance is going public!Dear Customer Lack of Service,You will have to forgive me for this nasty e-mail but I have been given the run around from your company three times and I'm sure that you will not honor anything so I don't know why I am wasting my time. I received the Keurig Single Serve Brewer from my Mother for my birthday brand new just out of the box and it does not work at all I have tried everything the manufacturer recommended including but not limited to removing the water reservoir, cleaning the holes on the pokey thingies, taking out the charcoal water filter, running the rinse cycle, running the hot water cycle, descaling the stupid thing and crying! I then called Cuisinart for help the guy had no more useful information so, he asked for the model number I gave it, he did some typing and then he said I would need a receipt I told him it was a gift for my birthday I even offered to scan my license over because it is wrong to get a gift and then ask for a receipt no apology he just said he could not offer to help me at all. I asked for a supervisor and then he said he could put in a request for a call back from a supervisor.So I waited and in the meantime I requested for a receipt from my MOTHER for my birthday present because obviously you all do not know the meaning of customer service. I waited a whole day went to work still nothing, so when I got home after work I called back and proceeded to wait 15 minutes on hold for someone to pick up, then I get a girl on the phone who can't help me but she oh so helpfully goes to get a supervisor instead of offering to have one call me back which of course if she did that they wouldn't call back because it is just a way to get the angry, upset crying customer off the phone and still be stuck with a useless appliance the company makes money but the customer is out and crying OVER HER BIRTHDAY PRESENT!!!!I talk to another girl who tells me that the e-mail receipt is not enough I have to also print it and mail everything back including a lot of documentation that I just do not have. I have an e-mailed copy of the receipt that is all she said I would have to go through all of this upset again by e-mail instead of just being able to take care of it over the phone, I don't know if it's a numbers game or if the less machines that have to be replaced by a department result in better bonuses or what. I just want someone to do something in a positive manner from this company instead of blowing me off. I have been in retail for over 15 years and I have never been treated so shabbily. PLEASE FIX THIS!Desired Settlement: Please replace the unit without fuss, I would also like and apology for the shabby way I was treated, being born around Christmas is not fun and what few gifts I do get, need to be defect free and if they are defective replaced cheerfully.

Business

Response:

An order for a new replacement was entered on 1/13/14 and will ship within the next day or two via [redacted]

Review: I purchased a DGB-700BC grind and brew coffee makers that caught sparked and caught fire in my home. I have been attempting to get contact back from Cuisinart regarding this issue daily but they have not take the time to respond. Their product caught itself on fire in my home and they refuse to take accountability. Based on the 469 other complaints about their fire ridden products and lack of customer service, I am not the only one with an issue ((http://www.consumeraffairs.com/homeowners/cuisinart.html).Desired Settlement: I want a refund check for the current selling price of this item. As seen here, http://www.cuisinart.com/products/coffee_makers/dgb-900bc.html, the item sells on their website for $199.00. My local tax percentage is 9.5% which also needs to be reimbursed bringing the total to $217.90.

They can send a prepaid shipping label for the return of the fire hazard they call a coffee maker. I am happy to return it to them but will not do so at my own expense.

I would have been willing to accept a replacement had they not ignored the issue and accepted the responsibility of this situation. Their coffee maker started a fire in my home; the gravity of this situation needs to be realized.

Business

Response:

this claim is being handled by our risk management department by [redacted] paid the consumer and is waiting for [redacted] to return her defective DCC-700BC

Review: I called into Cuisinart asking about the warranty on the set of pots and pans that we have. The coating on the inside and outside of the pans is wearing off and its been about a year since we received them as a gift for our wedding. I was told at that time I would have to write an e-mail to Cuisinart with my name, address and my Service ticket number which is [redacted]. It took a few days but I head back from them asking for pictures or the pots and pans ( the model number and the overall condition). I sent them exactly what they wanted and they responded a few days later asking how I use my cookware. I replied with:

"Hello as requested I am responding to the email with the pictures attached. In regards to your questions we use either bamboo or silicone utensils on our pots and pans and we do not own a dishwasher they are always wash by hand with vinegar and hot water as far as our stove we typically use the burners on medium/high"

There was a response sent back to me stating that you should never use your cookware on high heat which I understood. The issue is my store does not have a variable know. It is electric and has only 2 settings, simmer/low and med/high. Without using the med/high side I cannot boil water or anything.I then replied back saying that this isn't high like a gas stove would be and that I had no choice but to use this setting to cook. After a few days I got a reply saying that the case would be forwarded on. SInce then I heard nothing for 2 weeks. I decided to call in again and that's when I was informed that the claim was denied.

The entire time this was just a terrible situation. My parents spend ALOT of money on this set as well as many other Cuisinart products and if this is how they are going to handle their customers, I would be happy to buy a new set from another company.Desired Settlement: I would just simply like t have this set replaced, that's all. We went out and bought a new stove that has variable knobs just so we don't have this confusion again.

Review: After less than a year of use my non-stick cookware from Cuisinart began sticking. I contacted them about the two defective skillets and asked about their product guarantee and exchange process. .

Their initial response was to have me boil and then simmer water in the skillet for five minutes to "help with releasing any oils that have bonded with

the non stick surface in turn restoring the non stick capabilities" (direct quote from their reply). This response shows that there is a problem with their cookware and that they are obviously familiar enough with it to have a bogus solution for it. Sounded ridiculous as a solution, but I tried it several times and it failed.

I told them that their proposed solution failed and asked for another solution. I was informed that I needed to return the item(s) to them and for a fee of $7-$15, they would evaluate them and see if the problem is covered under their limited materials and manufacturing warranty with the following caveat:

"However, if the pot/pan has been used on high heat and/or damaged in any way it would not be covered under this warranty". I replied to them stating that is was ridiculous waste my time with a bogus solution and then to expect me to pay for them to evaluate their defective cookware when they know that there is a problem with it.

Here is a quote from their very next response: "research on non stick surfaces that come in contact with oils and non sticks sprays

would yield the information you claim to be bogus or as an implication of a problem. This occurs with any non stick surface whether it is Cuisinart, [redacted] or any other brand".

I told them that they know there is an issue with there product and they should just replace them when they are made aware of a problem. if you did not intend to honor their product guarantee...no matter how limited...they should not bother to contact me again and I would tell everyone I could how they a "Valued Customer"!Desired Settlement: I require that Cuisinart replace my defective items and ask that they be directed by the Revdex.com to expedite all future warranty claims against their non-stick cookware products without faulting the customer.

Business

Response:

Sorry, but cookware has to be returned to our East Windsor facility for inspection to determine if the problem constitutes manufacturer defect or if it was due to misuse. if in fact it is due to manufacturer defect we will replace it. However, if not, they will be returned as is and the consumer is offered a replacement at a 10%-20% discount of your web price. If the consumer doesn't want to pay to return the two pieces, he can call our 800# and insist on a [redacted] call tag. The rep should agree to pick up at least one piece at our expense.

Review: After 6 years of everyday use, inside coating started to wear. You could see the layer under the steel, size of rock salt. Customer service requested photos, then wanted to know how the cookware was used. At the very end wanted to know what heat setting I used, apparently these pots are not to be used on the high setting on your stove. Gotta be kidding me. They refused to warranty their product claiming I miss used their product. Their guarantee is miss leading.Desired Settlement: They need to remove Lifetime warranty on their finishes from their cookware. Clearly their stainless steel is thin and will wear over time. After 6 years I expected to see wear on my cookware, I did not however expect to see the metal under the stainless. It would have been nice for them to stand by their word and replace the set or give me a credit towards a better set, but Lifetime warranty is definitely misleading to consumers and clearly not the intent of cuisinart to stand by its claim.

Review: I purchased a set of Cuisinart pots and pans from [redacted] in February 2015. I didn't get a chance to open the box or use them until late March 2015/early April 2015. When I opened the box one of the pots had a black streak on its side. The pots have never been used by me. Since the deadline to return them to [redacted] had passed I contacted Cuisinart about the problem. I waited a week when they replied asking for photos of the defective pot, which I promptly forwarded to them on April 17, 2015. On April 20, 2015, Cuisinart responded acknowledging receipt of the photos and that they would contact me soon to discuss their decision. Having not heard back by May 20, 2015, I contacted them again, via email and got a generic message. I then called and spoke to their agent describing my problem and asking for assistance. I was told someone would get back to me shortly. It's been two months since I initially contacted Cuisinart about the problem with their pots and pans. To date, I haven't gotten a satisfactory response. All I have gotten are generically generated messages advising someone will contact me, and no one ever does.Desired Settlement: I would like a replacement of their defective product, and apology for their poor customer service and for the company to either honor their lifetime warranty or cease advertising their products as having such a warranty.

Review: I purchased 2 sets of Cuisinart dishes sales price of over $200.00. Withing a mere 2 week period the dishes were all scratched and worn. I contacted CuisinArt for warranty. They refused to replace the dishes with a comparable set and advised me that the dishes I purchased were not manufactured by Cuisinart, only sold under their name.

I was getting no where dealing with Cuisinart so I purchased new dishes prior to the Holidays, as I did not want family and friends eating off of scratched dirty looking dishes. Eventually I made an agreement with [redacted]. He was supposed to ship to me a 12 quart stock pot in lieu of replacement dishes.

I have yet to receive any word on shipping or anything regarding the Stock potDesired Settlement: I would like an apology and the shipment

Business

Response:

Initially, a replacement pot was mailed out via [redacted] As per customer, the pot was missing, so I sent a request for a claim to be filed. In the meantime, a second pot is being mailed out to the customer as well.

Consumer

Response:

Review: [redacted]

They claim they sent out a pot. Apparently it was delivered the week they knew I was on vacation.....they cannot tell me who signed for it or where it is....they claim they are shipping another one to me....but we shall see. Over two months of dealing with Cuisinart, and they cannot provide details on who signed for the package.....can anyone say [redacted]Cuisinart, an industry leader...you really need to learn how to treat your customers!

Regards,

Review: I bought a Cuisinart Power Blend Duet 8 months ago for $150.00 with one a year warranty. I have used the blender about 10 times since I bought it. On Sunday the motor went out, I called Cuisinart to ask for a replacement and I was told I had to send the base back for testing with a $10 check. The check us to send another base to me ONLY if I have not abused the blender I have now. If they find in the 8 months snd 10 times I have used the blender it was abused by me I do not get a replacement or the check back I will have to buy a new blender. Cuisinart should stand behind there product and should proud of replacing defective product. Why do I have to pay for the blender when it has warranty? Everything else works fine I just need them to reolace the base. It also looks like they ignore customer complaints which makes me very sad. I hope the person responsible for the complaints will redeem Cuisinart to it's glory and raise the F to an A.Desired Settlement: I need them to replace the base. Serial number 71207 UT S model number BFP-10CH (TX6) 2H18

Business

Response:

First, the BFP-10CH comes with a limited three year warranty if purchased new. Second, it is clearly stated in the warranty that the consumer is responsible for shipping and handling. We will determine if it is repairable or needs to be replaced. The consumer should send it in for repair along with a copy of her proof of purchase to have it repaired in warranty. Because according to the serial number the unit is from 2007 and we only honor 3 ? years from date of purchase.

Review: My DCC-2800 Coffeemaker became defective within warranty. Cuisinart charged $10 to send a replacement unit and then I was required to ship the defective unit to Cuisinart also at my expense ($17). The replacement coffeemaker was also defective after a short period of time (still within warranty) I called customer service and Cuisinart will not replace the 2nd defective unit unless I again pay again $10 and ship the coffeemaker back at my expense. The customer service rep offered to waive the $10 fee, but I would still have to ship back 2nd defective unit at my expense.Desired Settlement: I would like a replacement without more expense out of my pocket.

Business

Response:

an order for a replacemnt was just entered and will ship after the 1st of the new year. it will ship via [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 purchased a 17 piece Cuisinart stainless Cookware set Nov 3, 2012. One of the pieces developed a bubble on the bottom of the pot. It is the 9 Quart pot with pasta strainer and cover. It has a lifetime warranty. I called the company at the number above and was told it would be replaced. I sent the pot to the above address Oct 18, 2013. It has still not been replaced.My notification number is [redacted]. I have called the company 3 times and have been told that it will be replaced. I still do not have the replacement.Desired Settlement: I would like the 9 quart pot replaced with lid and pasta strainer includedIf this is not available, I would like a refund of my purchase which is $199.28.

Business

Response:

Please see attached. Consumers replacement was delivered via [redacted] on 3/28/14 at 6:18pm

Review: I purchased some water filters for my Cuisinart coffee maker through the Cuisinart website. After about 3 weeks, I realized that I had not received the product, even though I had been charged for it. I tried to lodge a complaint on the company website. When the customer service representative replied to me, they told me that it can take up to 2 weeks to receive the product. I tried to explain that it had been 3 weeks since my order, that I wanted to escalate to a management level, and that I wanted to fill out a customer service survey to show my dissatisfaction with their service. Once I asked for escalation, I no longer received any more feedback from customer service and have still not received my product.Desired Settlement: I just want what I paid for and I want this case to be escalated to management in order for them to provide better service in the future.

Business

Response:

attachment

Review: I spoke to a customer service representative at Cuisinart on November 22, 2013 about an ice cream machine. It was not working properly and making loud sounds as it tried to make the ice cream. I have the original receipt that warrantied the machine for three years.He told me I would be shipped a brand new ice cream machine. He even asked me for a $10.00 shipping fee, which was never processed from my bank. I was informed that I would receive it in 7 to 10 days. I should have received it by Dec 4th 2013. I have not received an ice cream machine and it is now December 15, 2013.Desired Settlement: If they do not want to send me a new machine,then I want my money back. The ice cream machine was purchased for $118.94 on July 13, 2012.

Business

Response:

a replacement order was sent and delivered via [redacted] on 12/16 at 545pm.

Review: I purchased a soda machine for nearly $100 from [redacted] a while back. The product requires a C02 cartridge which averages $10-$16 which I was able to purchase at [redacted] until recently. Cuissinart no longer provides them in store, in any store, and now they suggest that I order them through them, at the same cost, but now have to pay shipping to purchase and return the empty cartridge. If I had know when I initially purchased the machine that I would need to do that, I would never bought the machine. This, to me, is not right. I would like either free shipping, or a total refund for the machine.Desired Settlement: Either a refund for the cost of the machine-which I no longer have a receipt for, or free shipping on ALL future cartridge purchases-with 20% off because [redacted] ALWAYS has 20%off coupons which I use.

Business

Response:

see attached