Group SEB USA

Review: I returned a defective teapot and was approved for a replacement. Because they no longer made teapots I was given a 150 voucher. I used it for a crockpot. It was approved. Almost a month later (after I bought another teapot and gave away my old crockpot) I received a teapot in the mail. I returned it and only after MANY hours (more than 6) on the phone was I able to get approval to return the teapot and get a crockpot - not the one I ordered, but a different, refurbished one. During the entire ordeal, I was treated rudely and like I was trying to take advantage of the company. It has been three months and my crockpot has not arrived. When I call, all I get is the same message from the customer service agent - "they are behind schedule". Even after three months, they cannot say when it will arrive. It has been more than 7 months since I first reported the broken teapot.

Product_Or_Service: All-Clad Electric Slow Cooker - Stainless Steel w/Desired Settlement: See Complaint Text

Business

Response:

The consumer sent back their tea kettle because it was leaking. The inspection department advised us that there was no inventory left so we contacted the consumer. The consumer agreed to a slow cooker as their replacement. When we advised the inspection department to place the order for a slow cooker, they advised us that there was an inventory discrepancy and that they did have some kettles. The consumer stated that he did not need the tea kettle and would like to have the slow cooker still. The consumer was advised via e-mail on 10/4/2011 that we would still honor the offer of the slow cooker once the kettle was returned to us unused. We provided a prepaid shipping label. When we received the tea kettle back it was used.

After discussion with the consumer, we agreed to still send him a slow cooker. He was advised that it would be a “refurbished” unit. It was explained to the consumer that we don’t refurbish units here and that the term “refurbished” means that there is some damage to the packaging. The unit itself is brand new and has not been used. The order was entered 11/9/2011, but in checking the system, it did not ship until 1/10/2012. Since this was over 2 years ago, it is difficult to track back what happened in the shipping department to cause it not to ship for 2 months.

Review: I bought a [redacted] iron model Pro Master DW [redacted] about a year and a half ago. It shuts off by itself and needs a new power cord assembly which includes a circuit board. I went to [redacted]'s website for parts and they list three suppliers. The first phone number turns out to be a Tax Company, the second one goes to answering machines and the third one says the part needs to be ordered and will have to come from France. I contacted all the authorized service centers listed on [redacted]'s website and they all say the part will have to be ordered from France. I ordered the part over four weeks ago and still no part as of yet. Today I called [redacted] and spoke to a girl named [redacted] and she said they do not have parts and it will have to come from France. Now this power cord takes less than 5 minutes to replace, take out four screws, unplug the cord, plug in the new one, replace the four screws and you are done. She said there was nothing else she could do for me except have a supervisor call within the next 24 hours. Now the [redacted] warranty clearly states that they try to supply parts for between 2-7 years from the original model year. Were talking about a $22 power cord here. I am completely dissatisfied with the [redacted] product and service of that product. After much research [redacted] was suppose to be the best that's why I bought it. It has been anything but. I find it ironic that the 35 year old [redacted] iron I replaced with the [redacted] has now come back full circle and has replaced the failed [redacted] DW [redacted]. I have spent probably 12 hours trying to secure a replacement part for this $125 iron, what a waste of my time.Desired Settlement: GET ME A REPLACEMENT POWER CORD ASAP

Review: I returned a 8 in. frying pan to T-Fal because it had a small chip on the inside surface that was not due to any use or wear. T-Fal examined the pan and determined I was eligible for a replacement. This was at the end of June. T-Fal had mentioned this process may take up to 6 weeks, which place us at mid-August. Since then, I had called T-Fal repeatedly, almost weekly, and they had given me the same answer of "your pan is on back-order." Today, 10/5/2011, I called again and they informed me that the pan had arrived but my case is "been processed." T-Fal has no customer accountability. I say this because I offered to accept a voucher so I can buy another pan at the store and I offered to drive to their factory or head quarter in Millville, NJ. Both offers are rejected by T-Fal. This is a 8 in. frying pan. Not a high-tech cookware and available in every store.

Product_Or_Service: Ultimate Hard Anodized Non-Stick Cookware

Account_Number: Case number: [redacted]Desired Settlement: See Complaint Text

Business

Response:

This was from 2011. I have notes in my system that the consumer returned their 10.25” fry pan (consumer’s complaint states 8”) and it was inspected on 7/5/2011 and our inspection department had a replacement order entered. The consumer called for a status and after researching, the consumer was told that it was on back order until 8/16/2011. When I look at the order, for some reason the order went down to the shipping department on 8/29, but they didn’t ship it until 10/20/2011. Since this is 3 years ago, it would be difficult to find out why the order sat in the shipping department for 2 months before shipping. The consumer also states in his last contact with you that he received a sauté pan instead of a frypan. Since the consumer did not contact us, I cannot determine what the consumer actually received. The difference between a sauté pan and a fry pan varies between consumers and manufacturers. The order was entered for a fry pan that was most comparable to what the consumer sent us.

If the consumer cares to contact me directly, I can attempt to determine what the difference is and send them a pan that meets with their description of a fry pan if it is available. They should refer to reference number [redacted] when contacting me.

Review: Back around October of 2014 I had ordered a T-Fal Optigrill from [redacted] on line. After I ordered it I decided that I didn't want it so I sent an email to that effect. In fact I sent about three emails trying to cancel the order. They finally came back to me and said they had shipped it out and couldn't cancel it. They gave me a RMA number to put on the box to return it when I got it. [redacted] delivered it about a week or so ago. I told the driver that I was refusing the grill and that I needed to put the RMA number on the box. The driver took it back. For the last four or five days the company kept telling me that they didn't have it and that I should check with [redacted], which I did. They said they couldn't find a record of it being delivered back to the company. So today, 12/18/2014 I was going round and round with them again. Then out of no ware, they send me an email saying they have a report on the grill saying it was used and could not be resoled as new. I told them this was not possible because I never opened the box let alone use it. I replied back saying that it was strange that all of a sudden after all this time they found it and got a report on it. They sent me a picture of what is supposed to be the grill which it isn't. When you see the picture you can't tell it's a grill because it was taken so close. They said they would refund me only half my money for the grill because it was used. I informed them that they lied about it being used and that they took a picture of something else. I just want the full refund back. Thank you[redacted]

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want the money back that was charged to my credit card.

Review: I purchased a brand new iron. I have purchased numerous Rowenta Irons. This Iron I had a week. It leaked really bad. I sent it back to Rowenta. I sent it to Rowenta insured and with tracking. I paid the 16.85 to send it back. USPS Tracking number [redacted] 73. It was delivered on 12/23/20136. The package was addressed to President of Rowenta Mr. [redacted]. I have emailed them and called them. My emails have received no response. I called from my hotel room while traveling twice. Both times the ladies I spoke with were rude and unprofessional. I was told someone would call me back. Never received a call from them. They have my brand new Rowenta Iron and I need a Iron that does NOT leak. I wrote a letter to Mr. [redacted] and explained the Problem. I asked him if I could exchange it for a steamer Iron combo. Have heard nothing!Desired Settlement: I need the iron. I asked to exchange it for a steam Iron combo. I have heard nothing. I have used Rowenta for 15 years now, and have been loyal to them. This iron I sent leaks and spews water everywhere. I need it to be exchanged. I need an iron that does not leak. They should exchange it for the Iron/ Steam Combo and apologize for rude and horrible service!

Business

Response:

Mr. [redacted] sent in a Rowenta DW928O iron with a letter indicating the iron was leaking. The iron was received in the facility on December 23, 2013 according to the consumer. Over the next week, our facility was closed 4 days for the Christmas and New Year's holiday. The facility was also closed from January 2, 2014 until January 6, 2014 for inventory.

Our Quality Department inspected the iron on January 7, 2014 and found no leaking. The iron, however, was received damaged either prior to shipping or during shipping. Even though the warranty only covers manufacturing defects and not damage we decided to replace the consumer’s iron.

Since the consumer did not contact us prior to sending the iron to us and did not provide contact information with the return, the only information we had was from a prior contact in 2006. We attempted to contact the consumer at that telephone number in that file but it was disconnected.

The consumer requested in his letter an upgrade to a steam station instead of a steam iron. We sent an e-mail to the consumer's e-mail address that we had in the old file on January 9, 2014 to confirm his shipping information and provide options on the replacement. We did not receive a response from the consumer until January 22, 2014. Each time the consumer e-mailed us, he e-mailed from different email addresses, so it did not link and update the file, it created another file.

I personally spoke to the consumer and explained the delay and advised him that the DGSO30 he requested was back ordered but we had a different model in stock that actually retails for twice the retail value of the iron he returned. The consumer happily accepted the upgrade to the DG843O Steam Generator. After discussing the differences, the order was entered and it was received by the consumer last week.

If you have any further questions, please feel free to contact me directly at [redacted] extension [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,

I order a carafe for my Krup coffee maker (a great product). I was told it would be send express. After a @ least a dozen of phone calls and conversations with recorders, the carafe arrive 37 days later. I did not understand that when they said express they may have meant "pony express".
My redit card was charged immediately, this is the worst of services and reflects poorly on avery good product,

Review: We purchased a T-FAL 8746002 Classic Avante 2- Slice Toaster with bagel Function which malfunctioned under the 1 year warranty. I called customer service and was given file number [redacted] and told to ship the item to Appliance and Sales services at [redacted] Phone number ###-###-####. After almost 3 month wait and no response I call the service dept. and was told they have no information on the repair. I was told to call T-FAL which I did and spoke to a Gentleman by the name of Mr.[redacted] on 7/14/14. Mr. [redacted] basically told me he cannot help me since they can not locate my package. I Have wasted a lot of time since my initial call concerning this toaster and I think the service I recived is not satisfactory and beyond that it also cost me to ship the item with no resolution.Desired Settlement: I need the toaster replaced and returned back to me.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and the requested recipt from the post office and the purchase invoice was sent to Ms Pat on 8/6/14. I am still waiting for the toaster she promised to replace on our last phone conversation on 8/6/2014.

Review: We bought a new FNF2 Krups automatic espresso machine in August 2010 from a store 4 hours away from our home. The store assured us it was a new machine, not reconditioned. When we got home, the machine wouldn't work. After correspondence with the store and KRUPS, we sent the machine back to the store and they gave us another new one. When we got it, that machine also did not work. (You can imagine what we now think of the quality of Krups machines.) After more correspondence with the store and Krups, we were told to send this second machine in for repair! We did as advised (under some protest because we felt they should have refunded our money at the time), and finally, around early October 2010, got the machine back and it worked--until late July 2011, when it started to have a "service 1" code. We read in the manual that we should unplug it and plug it back in. That worked for a few weeks, and then by mid-August, the service code wouldn't go away and the machine would not work. We contacted Krups. They agreed to fix it under the 1 year warranty. We sent it to their repair center ([redacted] Appliance). It came back to us in September, hardly recognizable as our machine--filthy and with both top flaps broken. We contacted [redacted] Appliance, and their representative apologized and told us to send it back to them and they would fix it and take care of the problems. Yesterday, we got an email from Krups that the machine could not be fixed and could not be replaced, since that model was supposedly discontinued 5 years ago. They want to give us $500 credit toward a Krups item from their online store. The only thing they have online that's comparable is an automatic espresso machine that sells for $2199. THERE'S NO WAY WE'RE GOING TO GIVE KRUPS $1700 to get another espresso machine after our experience with the last one. We called Krups to see if they would instead give us the $500 in cash so we can go elsewhere for a new machine. They refused.

We talked to [redacted] and then to [redacted]. Both refused.Desired Settlement: See Complaint Text

Business

Response:

The consumer contacted us on 8/22/2011 concerning a problem he was having with his espresso machine. The machine the consumer had was discontinued and the consumer provided us with a receipt for the purchase on 8/13/2010 for $499. We had the machine sent to one of our authorized service centers to be repaired. Due to the age of the machine some parts were discontinued so they were unable to repair it. The warranty does not provide for refunds. Refunds are handled at the retail level where the consumer purchased the item based on the retailers return policies. Since we did not have an item that was comparable in price and features, we offered the consumer a $500 credit towards any KRUPS product since that is what they had paid for the machine. The consumer did contact us and request replacement with an espresso machine that retailed for over $2,000. After discussion with one of our supervisors, the consumer did pick out 4 items – an espresso machine, a coffee grinder, a tea kettle and a toaster which [redacted]ed approximately $500. These items were shipped out to the consumer approximately 3 weeks after consumer provided us with the items they wanted for their credit.

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.

Review: On 05.07.2013 I purchased a stinless Cookware Set from Belk at 5165 Peachtree Parkway. It was $141.47 before tax. At the time, there was a mail-in rebate promotion to recieve $20 back from the purchase of the Stainless 12 piece set. I confimed that this was the correct set with the sales person and she assured me that it was and even printed me TWO reciepts so that I could still have one and send the other in.

Long story short I have a copy of EVERYTHING that I sent in as well as the box that the set came in but I recieved a post card in the mail stating that they could not honor the request because the UPC is not valid.

I have a copy of the UPC as well as the box, reciepts, where and when I mailed it.Desired Settlement: My $20 rebate.

Business

Response:

A $20.00 check has been mailed to the consumer. Check # [redacted] dated 8/28/13

Consumer

Response:

A few months back I opened a case (listed below). T-fal claimed that they had sent out the rebate that I was disputing in the form of a check. While waiting for that check to come the case was closed. The check that they claimed to have sent never arrived. I would like to file another complaint. for the same terms. C[redacted]

Desired Settlement: The rebate that I should have recived earlier this year when I first submitted the paperwork. The amount for that is $20.

Desired Settlement: Refund

Review: I purchased an iron board which came with a ten year warranty; and the ironing board came apart and the piece of the ironing board that come off I can't find and the ironing board will not stand up anymore. I sent and email to the Rowenta in May 2013 and the email was answered in June 2013 to call in I called and was advised that they don't make ironing boards anymore and offered me a iron. I was also advised that the company would be making ironing boards again in September of this year and to call back at that time. I have called and was told I would receive a call back from a manager, due the company not making an ironing board that cost $100.00 the price I paid for the ironing board I purchased.

I was advised that the company only make ironing boards that cost $199.00. I would like a refund so I can buy an ironing board due the company not wanting or will to honor the warranty. When I asked to speak with a manager on 6 different calls I am always told that a manager isn't available, managers are in a meeting or they are not in the office and this is 6 calls in one day with in four hours. I am not happy with the company and its attitude regarding the warranty I received with the product which is why I purchased the ironing board with this company.

I even asked for the parts to be sent out to me so I could try to repair the ironing board myself and was advised that the company doesn't have parts for repair. I was told 10/22/2013, that a manager would call me back and I haven't received a phone call or an email, from anyone regarding my defective ironing board.

Review: I have a Emerilware all clad hard anodized griddle that is a couple years old. It appears to be warped,it doesn't sit flat on my stove anymore.

On September 8th,2013 I sent an email through the All-Clad website to customer service asking what should I do next. I received the standard reply acknowledging

my email and requesting my patience.

With my patience wearing thin I again contacted customer service on November 18th,2013.

It is now February 4th,2014 and I still haven't heard from All-Clad.Desired Settlement: All I wanted was for somebody to contact me.. But now I wish to return the griddle so they can test it if they wish or trash it ,I don't care. Just give me credit so I may purchase another item on their website.

Review: I have used an All Clad immersion blender in Nov, 2014 until Dec 2014. The stick immersion blender melted when use in a dishwasher. I have washed the item for one year and a month and the item never melted. Now, the section that attach to the motor is warped and I am unable to complete the connect to the motor section to the stick. Make the item useless. I have reached out to the company 2 times to resolve this matter.Desired Settlement: I would like a replace item for the item that was damage when be washed.

Review: The temperature setting was put on with paint that wiped off and the latch that holds the oil tray broke after it's first use broke. I was forced to pay $28 to ship the unit back 6 weeks ago and was told I would have it back "within 2-3 weeks" per their email. Now 6 weeks later they still will not returned my repaired unit to me or refund my money. On June 30th which was 2 weeks after they received the product my husband called and was told it could take a week or two repair and get it back to us. On July 14th my husband called again and spoke with [redacted] who told him she would research it and call him back by the end of the business day and needless to say we have heard from no one. I called again today 07-15 and spoke with [redacted] who told me all supervisors were in a meeting and that my unit was not fixed, because they have no idea what is wrong with it and the only way they had my information was with the "prepaid" shipping label which is untrue since I was forced to pay for shipping up front.Desired Settlement: I either want my unit and the $28 shipping or $149.99 plus 8.1% ** sales tax of $12.14 and the $28 I spent on shipping. I would also like my unit returned within 5 business days.

Business

Response:

I apologize for the delay in the repair. We have contracts with independently owned service centers to do our warranty repairs for us. The service centers are supossed to complete the repairs and return to the consumer within 2 to 3 weeks maximum. I have discussed this matter with the manager in charge of the service centers and he will address the situation with the service center to ensure that necessary steps are taken to ensure that future repairs are completed within the agreed to time fram.

The fryer was repaired and returned to the consumer via [redacted] tracking number [redacted]. Based on the information on [redacted].[redacted], the package was delivered on July 17, 2014 at 9:55 AM.

As for the shipping, the warranty states that the consumer should send the product or component, postage-paid, together with proof of purchase, a description of the problem, and the return authorization number you were given, to the closest authorized [redacted] return facility.

Review: Bought a Tfal Iron. Iron does not hold up to what is advertised on box. It states on box that iron is #1 rated and will not drip or leak water. Does not hold up to what is printed on box. Bought the first iron a [redacted] and two and a half weeks later was returned, because or damaging shirts. [redacted] exchanged for same iron. Less that two weeks in to having this "new" iron, it does the same thing. Between the two irons, it has ruined 4 shirts (two work shirts & two dress shirt), estimated cost of $300.00. Called Tfal, they refused to let me speak with a supervisor or manager. Said they would call back, have yet to receive a call. Will NOT put up with this "So Called" Customer Service.Desired Settlement: I am wanting to return this iron, and would like money back for the Iron and shirts ruined.

Review: [redacted] advertises their products to have a lifetime replacement warranty. The teflon non-stick coating is peeling off my [redacted]skillet and ends up in the food that is cooked. I emailed them pictures of the skillet as it has not met my expectations, and they refuse to replace it. I don't imagine consuming teflon is very healthy, and they should back up their products if they choose to advertise a lifetime replacement warranty.

Product_Or_Service: [redacted] SkilletDesired Settlement: See Complaint Text

Business

Response:

The consumer contacted us stating the non-stick was peeling. In order to save the consumer from having to ship the pan in to us, we offered to attempt a warranty evaluation via digital pictures. The warranty states “[redacted]® warrants the cookware to be free of manufacturing defects for life from the date of purchase. This warranty does not cover damage due to misuse (including overheating, improper cleaning practices and non recommended oven use) or commercial use. This warranty does not cover staining, discoloration or scratching of the non-stick interior or the aluminum, porcelain enamel or stainless steel exterior.” When the pictures were received and reviewed, it was determined that the damage to the non-stick was a result of improper use and care and not a result of a manufacturing defect. Based on the picture, the non stick has been overheated, scratched and there is indication that abrasive cleaning methods were used.

If the consumer contacts me directly at [redacted] extension [redacted], and provides reference number [redacted] I can send them a pan as a courtesy and we can discuss the proper use and care to prolong the life of the pan.

Review: I called them for the first time ever today to tell them about a product I purchased from them for them to be very rude to me I had to call three times to get someone who treated me decent. I'm 46 years old and have purchased their baking ware lots of times and have never had an issue. I call today with my first issue to be treated rudely buy two customer service reps. This is not called for. I bought a cooking deep pan size 10x17 and only used twice and the non-stick seal is peeling in the corners of the pan. They tell me without a receipt I have to pay to ship it to them but it's guaranteed for life that's nice but I didn't want to pay to ship it and that's fine to I will just buy from someone else. I just wanted it documented on how poorly their Customer Service rep's treat their customers VERY RUDELY.

Product_Or_Service: 10x17 cooking panDesired Settlement: See Complaint Text

Business

Response:

The consumer contacted us and we advised that the pan would have to be sent to us for a warranty evaluation. The consumer did not want to send the pan to us and could not provide any proof of purchase. Without the pan being sent in for evaluation or a copy of the proof of purchase, we were unable to assist the consumer.

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.

Review: I own an [redacted] 4 quart saute pan (by [redacted]) that has become warped in the course of normal use. The warpage should be covered by the [redacted] Lifetime Warranty. The [redacted] website lists an address to which items can be sent for evaluation under warranty, but states that an RMA number is required; the RMA number is to be obtained by phone or e-mail. I attempted to contact the company several times, both by phone and e-mail, to obtain an RMA number and find out the warranty service procedure, if any costs are involved, etc. I never received a reply to my e-mails. The phone system only provides recorded information, with no option to speak to a person or leave a message. By not responding to contacts and not providing a way to speak to someone, the company is effectively refusing to honor the warranty.Desired Settlement: I would like to have my defective pan replaced under warranty, or be given a refund for the purchase price.

Review: My husband and I were married in late October. We live in Maryland and the wedding was in Illinois so my parents shipped our gifts to us after we returned from our honeymoon. We received a Rowenta garment steamer model IS8050 as a gift. When we got around to opening it we discovered that the steam head and hanger head were missing. It is also not clear which product accesories were supposed to come with this model so there may be two additional missing parts. The product packaging did not appear to be tampered with in anyway and there were no indications that the box had been previously opened. I do admit that it took me until today to contact the company (I have a full time job, and had a day off.). I was informed that I needed. To have a receipt to prove that the product was purchased in order to send the parts without being charged because the product is an older model that they are no longer manufacturing. I am not sure where or when our friends purchased this gift, but the parts (one of them necessary to use the machine) were not in the sealed box. If these parts had been removed, then someone went to a ridiculous amount of trouble to not alter the package as to be detectable. If I buy a product, I expect that the company stands behind the contents of that package if I open it the same day it is firsts old in stores, or 3 years later.

Product_Or_Service: Rowenta commercial steamer

Order_Number: Gift

Account_Number: GiftDesired Settlement: See Complaint Text

Business

Response:

The consumer contacted us on 12/13/2011 stating they were missing parts when opening the box. Per our guidelines, the representative asked for a proof of purchase, especially since the date code on the unit indicated that it was a discontinued unit that was over 3 years old. The consumer was referred to a supervisor. Based on the notes in the system, the call did not last long before the consumer disconnected the call on the supervisor. Since it was almost 3 years ago, the supervisor would not have much recollection of what occurred.

The parts for that unit are no longer available. If the consumer contacts me directly at [redacted] extension [redacted] and provides reference number [redacted] I will see if there is anything that we can do to assist her.

Review: Company offers a lifetime warranty on their product. Items were used and cared for according to manufacturer's care guide, but they have not held up. I retuned them to the company as directed, but they stated they will not honor the warranty because they don't think the product was properly cared for. I spoke to multiple customer service representatives and got the same response.Desired Settlement: Replacement of product.

Business

Response:

We received your letter dated October 9th 2013, at our corporate headquarters. We thank you for your inquiry. We regretted reading Dr. [redacted]‘s dissatisfaction with the results of our warranty evaluation. All-Clad makes every appropriate effort to satisfy our customers. The AllClad warranty is a lifetime guarantee to protect our consumers against manufacturing defects. Unfortunately in Dr. [redacted]‘s case we were unable to replace her cookware under the terms of our warranty. In review of Dr. [redacted]'s cookware it was found that the specific issue(s) that she inquired about were not a result of any manufacturing related issue but were consistent with the overall maintenance of the cookware.

While we regret that this was not a satisfactory outcome to Dr.[redacted], we do respectfully stand behind our warranty and the results of our evaluation.

If you have any additional questions, please feel free to contact me directly. Please note that mycontact information is noted below. However, when contacting me please refer to the incident number provided below.Supervisor Consumer ServicesGroupe SEB

Consumer

Response:

I am rejecting this response because:

Cookware was always used and cared for according to the manufacturer's instructions. Unfortunately as previously stated, it did not hold up.

Review: I bought a [redacted] maker. The instructions called for using a #3 coffee filter. I searched everywhere and was unable to locate a #3 filter. I called the company's customer service line and spoke to a representative. She told me that the #3 was an error in the instructions and I should use a #4 and cut it down. When I asked how much, she couldn't tell me. I told her this was not right and if the company could not make a filter to properly fit the machine, they should not be selling the machine. I told her I felt I should get a full refund. She told me I should get the refund where I purchased the machine. I had purchased the machine as a Christmas gift and by the time I discovered the problem it was beyond the time I could request a refund from the company I purchased it from. [redacted] refused to refund my money.Desired Settlement: I want a full refund of my money, $119.95 plus tax. The mistake was [redacted] and they should correct it. I also want to note that I went to [redacted] website on 8/8/2015 and downloaded a copy of the instructions for the [redacted] 1600xp. The instructions continue to recommend using a #3 filter. It is funny they haven't corrected this problem.