Delonghi America Inc

Review: Customer service goes from non-responsive to incompetent to non-responsive again. The espresso machine that I purchased on 12/27/2012 stopped working over a month ago. I cannot get anyone from Delonghi to provide me any kind of service to repair/exchange this machine that is supposed to have a 1 year warranty.Desired Settlement: Delonghi contracts with a business 2 miles from me that repairs their products. I need Delonghi to simply generate a repair ticket with this vendor, so that they will be paying for repairs.

Review: I placed an order for Kenwood Cooking Chef and some attachments with a total value of $2199.56 including tax on September 26, 2014. I received the goods around Oct 5th and found that is a defect on the front panel. It is a scratch that should not appear on a new product. I wrote to [email protected] as instructed by the company's website. Then I went to a business trip for a half month. Until October 28, I got no response from Delonghi and wrote a follow-up email. I didn't get any feedback either. I called the company several times and they created a case number for me (case [redacted] I wrote an email to them referring to this case number and attached the photo of the defect on the product and the confirmation email of my PO from the company. Then there is no response from them again. On December 9, I managed to call them again. But they told me two things: 1) the scratch is not a defect, so they don't replace or return. 2) it was too late to contact them. I should contact them within 1 month after purchasing the goods. I cannot accept their points. One of their service persons told me he saw my email with the photo. Then the phone was disconnected for some reason, I connected to another service person and was told they didn't see my email with photo. I don't see a consistency here. In fact, due to the defect, I have never used the machine. Today, I checked the machine again and found that it probably is a USED one. I actually found the heating pad was unusually blackened partly, which seems having been used. When I swiped the part with a napkin, I removed some oil stain and the part was still unusually black after that. I also found the top lid has some oil stain which should only appear on used machines. Based on the defect: the scratch and the two facts (oil stain in the heating pad and top lid), the company cheated me by delivering me a used machine with defect when I placed an order for a new machine. I request 100% refund.Desired Settlement: 1) 100% refund;2) the machine is delivered back to De'Longhi America Inc on De'Longhi's cost.

Review: ordered pricey cappuccino maker through amazon and had it delivered to mexico where I live. after many tries, did not get good coffee. followed their directions precisely. called and was told to do the same thing. called back and was told to send it back as it was covered under warranty. since it would be very expensive to send back to usa , was told to cut the cord and send the picture, which I did. since I am chronically ill, did not follow through within a few days but did not receive a refund. called again and was told the refund was approved. no check. sent another email, total of 16. and was told I needed to send a copy of the receipt. explained I did not know how to make a copy of the amazon receipt. they rejected my copy and paste. when I was in the usa for medical emergency- heart failure . called again. they told to take a ohoto of the screen of the receipt from amazon. since I was working from a tablet, had no means to take a foto until I returned. sent the foto and was told it was approbed. still no check for quite some time. called again. was told they needed a mailing address. gave them my usa address as the check could be deposited into my account there by family memberbut made it clear I was calling from mexico. was now back, here, in mexico, where I live 99% of my last 20 years. was then notified, corporate office declined my refund and would only send a new machine to ohio address.. I called and explained as that would be totally useless to me as I am not planning to go back unless an emergency and it could be years. I asked again, the check be sent to my usa address or send me a new machine to where I can use it, here in mexico. buying that machine was a special treat for me as a pensioned person living on low pension and chronically ill. my cappuccino si my daily treat as I am originally from europe where our coffee is important. was so excited to go from stove top maker to a "delonghi" which came so highly recommended. please help. thanksDesired Settlement: am requesting the company honor their committment to either send me a new machine in mexico or send the refund to usa address where it can be deposited to my usa bank. a family member can depsoit it for me. would be happier to have a new machine that WORKS. THANK YOU VERY MUCH.

Business

Response:

hello,We are currently working with this consumer on this issue.She actually ordered the unit from Amazon BUt had it shipped to an address in Ohio. Then I guess she had it forwarded to Mexico. Our units warranty clearly staes we cover units bought and sold in US that are in the US. We do not cover warranty in Mexico.we offered to send a new unit to the OH address as we do not ship to Mexico. Our warranty is that we repair or replace a unit, not refund. It was bought from Amazon, not us dorectly so we stand behind the units warranty coverage.We will gladly replace the unit and send it to an OH address once provided.I actually spoke with the call center this morning on Ms Toth to offer this and obtain an address to xlose out this claim.We will deal with the consumer on this.Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because: CLEARLY if you look at the receipt you will see it was SHIPPED TO MEXICO. the billing address of the card I used was from my bank in ohio. I AM NOT IN OHIO. A MACHINE SENT TO OHIO WOULD BE COMPLETELU USELESS AS I WOULD NOT BE THERE TO USE IT. OBVIOUSLY THERE IS MISCOMMUNICATION. PLEASE SEND A REFUND OR ORDER A SIMILAR MACHINE SENT TO ME IN MEXICO AS YOU DO HAVE THE ABILITY TO DO THAT. HERE IS A COPY OF THE EMAIL I RECEIVED MARCH 25. SO WHY ARE WE HAVE A SUDDEN SHIFT IN AGREEMENT?THE PHOTO AND RECEIPT WERE BOTH SENT. IF YOU NEED ME TO FORWARD THE ORIGINAL EMAIL, PLEASE SEND ME AN ADDRESS TO DOS O AND I WILL BE HAPPY TO. ONCE AGAIN. A MACHINE IN OHIO WOULD BE USELESS. I AM NOT THERE TO USE IT!Dear Elizabeth,Thank you for contacting DeLonghi Customer Service. My name is [redacted], ID# [redacted] and I'll be more than glad to help you today.If you can please send me a copy of the receipt in pdf or jpeg we'll get started on a refund. We're not able to ship to your location so we have to send you a refund for the purchase priceThank you again for contacting DeLonghi Customer Service,Nathan, ID# [redacted]

Regards,

Review: model # ecam23450 was taken for warranty work on 21 Jan/13. 5 months later we still have not received our machine back!

After waiting what's going to be over 5 months and several phone calls and several hours of being placed on hold by delonghi we still do not have our machine back. When we called in March we were told the parts were being ordered. We received the same story in April and again in May. At this point we are so frustrated! The warranty on the machine is only good for 2 years and this is the second time it has been sent for warranty work. The first time it took about 3 months.

At this point I would expect a free replacement, or a total refund. We spent over $1200 on this product in Oct/11, and it has been in the "shop" for what's soon to be over 8 months.

What recourse do we have as a consumer? Complaining to the company clearly is not working.Desired Settlement: As we have purchased an expresso machine and have not been able to use it, for a large portion of the time we have owned it I would expect a full refund on the purchase price. It was purchased (ordered) for $1,219.39 on Sept. 18/11 and delivered on Oct 30/11 from Direct Buy . PO # 0454-145100.

Otherwise, I would like to machine back, repaired to new condition with an extension to the warranty equivalent to the time it has been "worked on".

Review: In May I purchased a delonghi portable AC from the home shopping network. The parts that came with it were wrong. I called HSN they said to call delonghi. Delonghi said they would send replacements. Two weeks later they came but again were the wrong parts. I kept calling customer service one week straight finally they said a "tech person" would check the schematics and send me the right pieces. yesterday I received more pieces and again they did not fit my ac unit. I asked customer service to send a tech over to fix this problem they said no, they don't do that. So what do I do now? I have an expensive AC that I cannot use because no in delonghi is willing to figure out which parts fit this unit or send someone over to check it out for me. I am a senior and do not have the money to buy another ac and fans are not cooling me in this heat and humidity yet no one at delonghi seems to care. their behavior is unacceptable and they are rude. i'm thinking maybe the unit itself is defective.Desired Settlement: I would like either of these settlements please:1. find out what parts really go with this unit - and send them ASAP2. send a tech person to my apartment ASAP to fix this problem properly3. give me a new ac unit altogether with all the correct pieces already attached to it - maybe this unit is defective.OR 4. give me all my money back for this defective piece of junk!

Review: I purchased a coffee machince by Delonghi on March 26th On the morning of April 29th my coffee machine brewed on to my counter tops and kitchen floor. I called customer service at [redacted] as stated on their web page. I explained what had happen and the lady said I had to cut the cord off and ship it to them. I said no problem but I am not paying for shipping since my coffee machine is only 33 days old . She put me on hold talked to her supervisor and told me fine they will send me a pre paid envelope. She also said she has ordered my new coffee machine and I will receive it w/ in a few days. Two weeks went by no coffee machine so I called customer service again. I explained everything and this time the lady told me it wasn't ordered the day I had called so she would get it out right away and I would have it in 2 days. I waited until May 17th called back and this time was told that it would be shipped on the 23rd I also email the company at [redacted] which it states on their contact us page that they strive to answer ? or respond to emails w/ in 24 hrs. ya right never contacted me. Was also told I would receive a call from corporate that didn't happen either. On or around the 27th of May I called back and the gentleman I spoke to told me there was no way I talked w/ anyone on the 29th of April because their system was down & that the product was on back order until June 6th. At this time I am very aggravated and was upset that I was being called a lair and asked to speak to supervisor I talked w/ another gentleman explained once again what was going on and he said he would have corporate call me and he order my coffee pot. I received a phone call the 30th of May from a lady from corporate , told her everything I experienced and she agreed that I should have never been put through the stories I went through . I received coffee machine on the 10th & needless to say the craft leaks and can not be used. Called and still have not had a response.Desired Settlement: I would like them to upgrade me to another coffee machine for all the hassle they have put me through & the money that it has cost me out of my pocket due to them not taking care of me from the beginning. It is now June 25th I just received an email response from the email I sent May 17th . In 4 more days it will be 2 months that I have been w/o a coffee machine that works properly. I don't feel that I am asking for much here considering all the things this company has put me through and the lies that have been told to me through these past couple of months.

Review: I bought a Nespresso Latissima+ machine with the following characteristics:

Coffee Maker Type: [redacted]

S/N [redacted] Purchased at Walmart.com on April 20th, 2015

The machine's milk unit stopped working a couple of months ago. I attempted returning to Walmart but they told me that this needed to be dealt with the manufacturer as more than three months have passed.I then emailed the DeLonghi support center on September 30th and again on October 16th and have not received a response.Desired Settlement: I am seeking a replacement unit as mine is still under warranty.

Review: Ordered a Delonghi Dehumidifier, and it doesn't have the auto restart feature during power outages. They mis-advertised the product and are not honoring their return policy.Desired Settlement: Please issue a pre paid shipping label & refund my credit card account.

Review: I have purchased a Delonghi [redacted] Machine of [redacted] model from a [redacted] in [redacted] in New York City/Manhattan on the day of 08/14/2013 paying 1633 US dollars. The product has been delivered as of August 22nd, 2013 and I have unpacked it and placed it in a convenient place on the counter top in my kitchen. I had travel plans between August 27th and September 7th, 2013 and I did not have a chance of using the product that often. After I came back, I was able to use the machine to make lattes approximately 3 weeks and built-in grinder stopped working properly and I wasn't able to grind coffee beans anymore. I decided to call Delonghi's Customer Service and they said they will ship a box and also a prepaid label to my address immediately so the machine can be taken to the repair shop. First, they only sent the label and the box never arrived. After I have made a few calls, finally I was able to convince them to send me also a shipping box for my espresso machine and I received the box with some delay. I sent the machine to a repair shop designated by the label I had been sent. Then, there was a waiting period and I wanted to check upon this with the customer service once again. They said it must be in the repair shop and they made a call to the repair shop and added that this will be another week or so. This was almost before the end of November 2013. After another week, since I did not hear back anything from the machine, I followed up once more. They said I can follow up with the repair shop. I called the repair shop and they said they are waiting for a spare part. This calling routine had been repeated many times and we are mid January and I still do not have my machine. A representative finally helped me and told me I should hear back from them the latest on the 14th of January, 2014. But I did not hear anything again. If not, he said they will replace the machine. Still no answer and this is taking so long where it is not supposed to.Desired Settlement: I would like to be refunded fully and I do not think I will buy Delonghi's products ever again.

Review: I placed an order for Kenwood Cooking Chef and some attachments with a total value of $2199.56 including tax on September 26, 2014. I received the goods around Oct 5th and found that is a defect on the front panel. It is a scratch which should not appear on a new product. I wrote to [email protected] as instructed by the company's website. Then I went to a business trip for a half month. Until October 28, I got no response from Delonghi and wrote a follow-up email. I didn't get any feedback either. I called the company several times and they created a case number for me (case [redacted] I wrote an email to them referring to this case number and attached the photo of the defect on the product and the confirmation email of my PO from the company. Then there is no response from them again. On December 9, I managed to call them again. But they told me two things: 1) the scratch is not a defect, they don't replace or return. 2) it was too late to contact them. I should contact them within 1 month after purchasing the goods. I cannot accept their points. One of their service persons told me he saw my email with the photo. Then the phone was disconnected for some reason, I connected to another service person and was told they didn't see my email with photo. I don't see a consistency here.

In fact, due to the defect, I have never used the machine. Today, I checked the machine again and found that it probably is a USED one. I actually found the heating pad was unusually blackened partly, which seems having been used. When I swiped the part with a napkin, I removed some oil stain and the part was still unusually black after that. I also found the top lid has some oil stain which should only appear on used machines.

Based on the defect: the scratch and the two facts (oil stain in the heating pad and top lid), the company cheated me by delivering me a used machine when I placed an order for a new machine. I request 100% refund.Desired Settlement: I request 100% refund on my payment. The company should arrange to pick up the goods from me and pay for the delivery.

Review: this is best explained by attaching a copy of the email that I sent to Delonghi

I am hoping that you can assist me as I am in despair about the experience I am having around getting a service on a machine, to give you some background:

• Our delonghi Macnifica machine broke down at a Christmas party that we held at our home

• On December 17 we spoke to your service center and on YOUR advise we were told to contact [redacted] in [redacted] NY to arrange for service

• After speaking to [redacted] we followed their instructions to double box the machine and remove all appropriate parts and send to them.

• On 12/27 we dispatched the machine (Tracking number [redacted]) to their location

• On 2nd January at 11.27am the machine was delivered and signed for by [redacted] • Since that time we have contacted the company ([redacted]) many times and have been given excuses ranging from :

o We can’t find machine

o Machine was sent out to another consumer

o[redacted] has it

o And most recently [redacted] has it

• On February 7 I contacted your office and explained this situation and was told the matter would be escalated and that Delonghi would get involved to have this matter escalated

• Feb 26th – having heard nothing from [redacted] or Delonghi my wife rang [redacted] and they said that the machine still had not been looked at and it was in possession of [redacted] (somewhere) and we would get a call back.

• As at today 9 weeks after the machine was dispatched we still do not even know where our machine is.

Candidly this is a total disgrace and demonstrates terrible customer service on the part of [redacted] and delonghi. I would never had any dealings with [redacted] had we not been told to, they are your repairer and yet even when being communicated with and assuring us you would get involved nothing has happened. This is a total disgrace and I expect remedy for this. The machine is worth several thousand dollars and as a direct result of your advice and direction we have not

Review: April 2013 - Sent a failing espresso maker to company recommended service center within warranty period. To date I have never been contacted by the service center or DeLonghi customer support. I have initiated every call since, following up on the service. June 2013 - After 2 months of no progress on the repair, DeLonghi support informed me (on a call I initiated) that support and parts providers had changed, and the parts would need to be shipped from Italy, whiich could take up to another 5 months. I informed the support representative that this was an unreasonable wait, and he said they would process a refund request. I initated several calls since in which they put me on hold for a half hour while they callled the service center to verify documentation; each time I called this happened though they claimed each time they had everything they needed at end of call. July 22 2013 - Finally spoke to support manager, who offered to personally see to the problem; the manager said the problem was they never received the proof of purchase documentation they were calling the service center for on each previous call. I faxed her this documentation personally, and called back to verify receipt. They confirmed it was received and said in 4-6 weeks I would receive a check. They confirmed there was nothing else I needed to do, and the next step would be a check in my mailbox. September 3 2013 - I made a follow up call to find out progress on refund and same manager tells me the product is not eligible for a refund!!! The manager's only response was sorry, the refund request has to be approved by corporate and it was not. Her only offer was to try and find out why the old one has never been serviced, though that was established at the beginning. I bought a replacement long ago. They have completely failed to offer a reasonable solution to a valid warranty issue and I am out of options for compensation.Desired Settlement: Refund $249.99

Review: I purchased a Delonghi room air conditioner/heater in 12/2014 for $689. Start using it late June 2015 but the AC did not work. Returned it to Delonghi per customer service on 6/26/15 under warranty but it cost me $110 in packaging and shipping costs. Got it back week of 7/6 while on vacation. Try it on my return still did not work. Sent it back on 7/20. They received it on 7/23. On 8/7 called for status. The rep call the repair shop and was told they would fix it that day and get it out to me. On 8/14 call again and the rep call the service center again was told they would work on it today. I then called the center directly and was told it was damaged on delivery and they need to order parts. They didn't know when I would get it back. Very sarcastic. So they lied to the rep on both calls. I asked why they haven't worked on it for over 3 weeks and he said they had other repairs to do. I told him his service sucked and he said I did as well and hung up. I don't care about that just want my unit fixed and back. I don't believe, they will fix it properly after that exchange. I called the center back and asked for a supervisor but none were available. They said one will call me back. Didn't happen. Told the center I was filing a complaint with you guys. The shop doing the warranty work for Delonghi is [redacted], ###-###-####. I can't do anything in that work/hobby room that I bought it for. I have lost the entire summer and if I don't get it back soon I will not be able to test it and by next summer it will be out of warranty.Desired Settlement: I would like it repaired, replaced or a refund within a week or so.

Business

Response:

To update on this case: we reached out to Mr [redacted] to see how his unit was working. We replaced it for him but he is claiming it is not cooling. I will work withhim on the issue.

Review: In late May, 2014, we contacted Delonghi Customer Service because our Prima Donna S Delux Super Automatic Espresso Machine that we purchased in December 2013 from [redacted] in [redacted], CO stopped functioning. It is under warranty. After trying several fixes with their service department, Delonghi sent us a box and a Fed Ex call tag so that we could send the machine for service. We packed the box and applied the label, but noticed that there was no address physically listed on the tag. We called Delonghi again, and they gave us the address for the service center in [redacted], which we wrote on the box. We also wrote our return address on the box then shipped the box from our office using our daily Fed Ex pick up service. on June 3, 2014.

Apparently the call tag was not coded, because once Fed Ex picked up the box, it had no address attached to the bar code, so it was sent to its lost and found center in [redacted], and has been lost within their system since. We have been making daily calls to both Fed Ex and to Delonghi. Although both are sympathetic and seem to be making sort sort of effort to find the espresso machine, they have been unable to make progress in the 4 weeks that the box has been lost. There seems to be no recourse. Delonghi corporate seems unconcerned that their service center issued a faulty call tag, and are unwilling at this point to replace the machine that was lost due to this mistake. They are blaming Fed Ex for the loss. Fed Ex blames the coding on the call tag. Meanwhile, I have no machine while they point fingers at one another.Desired Settlement: I would like a functioning Delonghi Prima Donna S Deluxe Super Automatic Espresso Machine, whether it be mine once they find and repair it, or a replacement.

Business

Response:

Hello,

I will reach out to the consumer and work with them to resolve the issue.

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: A Delonghi ECAM23450 SL coffee, espresso, latte maker was bought in April of 2013. By Nov it no longer worked. We were told to send it to [redacted] for repair. It has been at [redacted] since Nov 25. I was told it needed 2 new boards, a new grinder, and and a new reservoir. I believe a 5 month old coffee maker that was bought at a cost of $1500 should not have all of these problems. I believe it is a lemon. I want a new maker or a refund. I was told I could not talk to certain people in their company who have the authority to make this decision. In the meantime I have had no coffee for 3 months and have had to buy a cup at $2.50 per day at a store. I want a refund or a new machicne. I was told by [redacted] Repair it would not be ready until at least mid Feb. I have no reson to believe this since I ws told other dates that came and went. Since Delonghi is a public company Ii believe I should have a right to speak to people that can help. I still have no coffee.Desired Settlement: Refund or replacement

Review: ELECTRIC OIL-FILLED RADIATOR MODEL # TRD0715T. PURCHASED JANUARY 2014, BUT NOT USED UNTIL OCTOBER 2014. SERIAL #[redacted] HEATER REPEATEDLY TRIPPED CIRCUIT BREAKER IN MY DAUGHTER'S ROOM. SERVICE CALL BY ELECTRICIAN INDICATED THAT HEATER WAS DRAWING TOO MUCH CURRENT. CALLED DELONGHI *MANY* TIMES BEGINNING IN OCTOBER 2014, AND HAD *LENGTHY* CONVERSATIONS WITH CUSTOMER SERVICE REPRESENTATIVES [redacted] I WAS TOLD THAT THEY WOULD CHECK WITH CHIEF TECHNICIAN [redacted] AND GET BACK TO ME, BUT THEY NEVER DID. DELONGHI CLEARLY REFUSED TO HONOR THEIR 1-YEAR WARRANTY ON THIS DEFECTIVE PRODUCT. THIS WINTER WAS THE COLDEST SINCE 1988 WHEN WE MOVED TO UPSTATE NY. I AM GREATLY DISAPPOINTED WITH THE CUSTOMER SERVICE I RECEIVED WITH REGARD TO THIS ISSUE. THIS DEFECTIVE HEATER SHOULD HAVE BEEN IMMEDIATELY REPLACED UNDER THE TERMS OF THEIR WARRANTY.Desired Settlement: REPLACE DEFECTIVE HEATER WITH A BRAND NEW ONE.

Review: We purchased a Delonghi portable heater about 2 years ago and recently, is defected and almost started a fire in our home. The cord overheated and caused damage to our outlet, and started to catch fire just as I caught in happening.

I saw flames starting around the outlet thank goodness and unplugged the heater, just in time!

Just in time to save our family's life! Our 2 boys, ages 4 and 5, were sleeping on their beds near the heater which had the fire continued, would have possibly imploded and severly injured or even kill our boys, let alone set our bedroom wall and house on fireDesired Settlement: We would like a refund of $200, which is what we paid for the heater and reimbursement from the expenses we will incur from replacing our outlet and the damage it caused to the electrical outlet and possibly our wall. We have an electrician scheduled to repair the damage. We would also like to make sure that DeLonghi warns its customers of this faulty heater before it harms or kills people...safety recall. We have pictures of the damage if needed

Review: I ordered air conditioner DeLonghi PACAN125HPEC from the Costco website, using my Costco American Express card. The unit is defective and has never worked. It was shipped from a warehouse in Auburn WA (Door#15) Neither the manufacturer nor AMEX will refund the price or pay to ship it for repair.

Product_Or_Service: portable air conditionerDesired Settlement: DesiredSettlementID: Refund

I would prefer the full price be refunded, or at least supply a prepaid return address label to send for repair.

Business

Response:

Hello,I will work with the consumer to resolve this issue.Thank you

Review: After 3 months of use, the fan on our [redacted] began to disintegrate and throw pieces down the exhaust hose. We removed the back of the unit to confirm the problem. Upon calling delonghi to request warranty assistance, they informed us that we had voided the warranty by confirming the problem. They directed us to their web site for parts. The web site shows the broken part , but they refuse to sell the part. This makes the entire unit useless. All we want is the ability to repair the device, but they have made that impossible.Desired Settlement: Repair the unit on Warranty or sell us the replacement part. It's a $15 part. What's the big deal. You can see the part and it's price on their web site. [redacted]

Review: Purchased an extended warrantee for an appliance; when attempted to obtain service the contacted service center denied any record of my purchase said warrantee. Service center did not admit to such warrantee in absence of my having submit detailed documentation bank payment for warrantee. Then there is admission of such. They could have keyed into the valid warrantee purchase with my supplied serial number of such warrantee

Subsequent calls still resulting in question existance of warrantee purchase.

I believe they sell extended warrantees and then attempt not to honor themeDesired Settlement: They should pay for appliance shipping as they have expended hours of my time to recover and transmit documentation of payment for warrantee. Warrantee was pruchased in 2013 and recovery of documents supporting my cliam was substantial. They could easily have keyed into validity of my claim with serial number of the warrantee instead of having me supply additional documentation