Hamilton Beach Brands, Inc.

Review: I have called Proctor Silex customer service number [redacted] for over two weeks regarding a defective microwave oven. I have spoken to four different agents. The first three agents stated that my home number would be used as my complaint/service number. I was told I would be emailed the form necessary to file a claim for a refund of a defective microwave. Two weeks later I still have not been provided with said email. I called same [redacted] number and was told by representative [redacted] that my phone number and microwave serial number could not be located and she would have to give me another 800 number because I must have reached the wrong number. I explained to her I have used the same number for the last two weeks and would like to speak to a supervisor. I was told there was no one who I could speak to she could give her a message. I asked for the supervisors name and number.beer and was told per [redacted] she couldn't tell me that info but she would have her call me after the meeting the supervisor was in. I then asked for [redacted] last name and was told she doesn't give that out. So I asked for the first letter of her last name and was told she wouldn't give that out either but she's the only [redacted]. I asked to speak to her supervisors supervisor and was told no one was available. I then stated leave your supervisor a message that I will file a claim about this issue with the Revdex.com and I would still like to speak with her about this issue as well.Desired Settlement: That they follow through on there stated customer service practices. Also that they devise a better system of call tracking when handling customer issues. Maybe even an online option.

Business

Response:

The subject product is a licensed product not sold by [redacted]. The trademark licensor is responsible for addressing issues like this one. The consumer reports contacting the trademark licensor's consumer service number (not a [redacted] number); however, the trademark licensor advises us that it has no record of being contacted by this consumer. We will escalate this matter and forward it to the trademark licensor for handling. We apologize for any inconvenience and frustration experienced by the consumer.

Review: I bought a Hamilton Beach flexbrew coffee maker from [redacted] on 12/15 and it smelled when I got it out of the box. I cleaned it with vinegar just like they said in the manual but it still smelled.

I tried to contact the company many times, left messages but no one bothered to call back.

I emailed them about the smell and the advertised items on the box that weren't included in the box but they never bothered to assist me in any way.

I called [redacted] they said to call Hamilton Beach, I called Hamilton Beach 6x they didn't answer they refused to call back and they refuse to respond to me. I now think it would be best if I just get my moneys back of $84.79, after I receive the refund I will send the coffee maker back to them.

Hamilton Beach refuses to talk to and assist customers and that’s not acceptable.

I tried to call Hamilton Beach many time they refused to get back to me as in basically saying we don't care about the customers and refuse to assist them.Desired Settlement: A full refund of $84.79

Business

Response:

Consumer emailed HBB on 12.16.15 stating the following: when I bought this yesterday at best buy they said to call you 800 number im missing the mesh coffee fliter basket for the craft side and the travel mugSo I've been calling and calling but you refuse to return calls.Maybe a manager should know someone might be SLEEPING and that I left messages four times and the wait list was lees than 15 minutes BUT NEVER CALLED BACK.Note that there is no mention of an odor. HBB responded with an explanation of the coffeemaker's parts on 12.17.15. If consumer agrees to return his unit and provide a receipt of purchase, we will issue a refund.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The company Hamilton Beach sent me a return authorization to send the coffee maker back. I packed the coffee maker up and shipped it back with the shipping label they provided me via email.

Review: I ordered a crock pot from Hamilton Beach. After using it a few times, the base of the ceramic crock cracked. I requested a replacement, which arrived 10 days later. It was not finished properly, and had an irregular glaze, as well as a poorly formed shape. I requested a replacement again. They told me I'd have to return it first, but would send out another one as soon as they received a tracking number from UPS. I complied after waiting 10 days to receive a shipping label, which never arrived. Finally they emailed one to me after I complained yet again. On 3/26/16 I shipped the return item. As of 4/6/16 there was no return processed. When I inquired as to the status of the return, I was told they never received the item. According to UPS, it was delivered 3/30/16.Desired Settlement: I want a first quality replacement crock. Not a factory second. And I want some sort of compensation for not having a crock pot for over a month while this incompetent company dithered and sent me substandard product replacements.

Business

Response:

HBB issued a prepaid UPS shipping label to consumer on April 5, 2016. The tracking number is [redacted] We have no record of the return of this item, no is there evidence that the label has been used, according to UPS. Once we receive the crock, we will issue a replacement.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company most assuredly received my return and I can prove it.

I was given a return receipt via email on 3/24/16, with the following tracking number: [redacted] It was delivered, according to [redacted], on 3/3/16. This can be verified on the UPS website. See attached UPS proof of delivery. I demand a replacement crock or a full refund. I will NEVER buy another Hamilton Beach product.

Regards,

Business

Response:

Thank you for the tracking number. We confirmed receipt of your unit. A replacement was issued 4/13/16, via UPS. UPS tracking [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: Bought new coffee brew station did not work warrentry replaced as new this one broke find out did not receive new but recertification one called they want 11.95 To replace with new have already spent 60 dollars for brew station don't want to spend any more they said that was my choiceDesired Settlement: Replacement no charge for brew station or shipping

Business

Response:

The consumer wanted his replacement shipped without paying shipping. HBB offered to charge shipping and then refund the amount once we received a photo of the cut plug, as requested, per the product warranty. Customer refused.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]this replacement is for a recertified replacement not a new one this pot that broke is a recertified replacement from the original warrentry that they did not tell me was a recertified brew station they will ship me a new one if I pay shipping that's all I want new brewstation no charge

Regards,this