Kitchen Niche

Initial Business Response /(1000, 5, 2019/02/08) */
Hello,

The customer contacted us, asking to return the purchase stating that the there was something wrong with the grinding mechanism. The customer said she took out the salt and the pepper out of the mills and replaced it with her own salt and pepper. She said there is still something wrong with how it grinds.

We then contacted *** (the manufacturer) who offers a lifetime warranty on their grinders. They said we should ask the customer to contact them and they would take care of the issue, either fixing the grinders or replace them at no cost to the customer. We asked the customer to contact *** to arrange an exchange or repair. (Since this is a used item at this point, the warranty has kicked in.)

The customer responded by saying she never used the item and she never replaced the salt and pepper. She said she simply wanted to return them because she is not satisfied with them.

We explained to the customer that she already told us she removed the salt and pepper, and filled in her own. We also explained that when it comes to food items, we can't take back something that has food in it, especially when she added her own. We have no way of knowing what kind of salt and pepper she added. People have allergy concerns of all kinds these days so we have to very careful when it comes to food items. This whole point is mute though, because the item is used and the non-working grinder mechanism is a warranty issue. We also have to follow the rules from our supplier (which is the manufacturer *** themselves) when it comes to these warranty issue.

Now, reading through this complaint, the customer is stating again that she had added her own salt and pepper.***

We have kept all email conversation and would be happy to provide it to you.

Please let me know if you need anything else.

Kind regards

Initial Consumer Rebuttal /(3000, 7, 2019/02/18) */
(The consumer indicated he/she did not accept the response from the business.)
I am definitely not satisfied with the response from the business. *** I too have the email communications and stand by everything that I have said in my original complaint.

It would be impossible to know if I am satisfied with the products without trying them. If you go to most retail locations (e.g. ***, *** etc. ) who sell these items, the salt and pepper shakers are all on display to try the grinding mechanism. There are not separate testers, but the actual ones that people buy.

I am a 75 year old woman who was trying online shopping for the first time and did so with the expectation that a responsible and trustworthy business would stand by the products they sell. Never have I experienced a situation where a business would not stand by the products they were selling. I am not happy with the salt and pepper shakers and want a refund from the business that sold them to me. I do not want to deal directly with *** for 2 reasons: 1) This should be the business' responsibility and 2) I do not want them replaced - I want a refund.

This is such a stressful situation for me and all I want is for the business to honour its return policy and provide me with a refund.
This is definitely the first and last time that I will purchase anything on-line.

Thank you for the opportunity to provide my reply.

Final Business Response /(4000, 9, 2019/02/24) */
Hello,

*** However, the customer did say she took out both the pepper and the salt and replaced it with her own. Then, we told her that we can't take back a used item that is not functioning correctly. However, we did contact the manufacturer and they offered an exchange for her. The customer then told us that she didn't exchange the salt and pepper...

We stand 100% behind our return policy. In this case however, we can't take back a used item that has food in it that is different from what was originally sent to her.

We are still willing to work with the customer in getting her 2 brand new mills as we do want to make sure what she receives is working to her satisfaction.

Kind regards,

Roman

Kitchen Niche

Final Consumer Response /(4200, 11, 2019/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not address my complaint. My initial complaint and response to the business indicate my reasons.

Initial Business Response /(1000, 5, 2018/11/15) */
Hello,

We are more than happy to either reship the missing items (if they have still not arrived) or issue a refund for them.

Kind regards,

Roman ***

Initial Consumer Rebuttal /(3000, 7, 2018/11/19) */
(The consumer indicated he/she did not accept the response from the business.)
If I receive my refund in the next day sure, if not then I will not be satisfied. I have asked for this to be resolved through 12 different emails and many phone messages.

Final Business Response /(4000, 22, 2018/12/10) */
Hello,

Even though there is a minimum rate to mail items (regardless of how small they are), we're more than happy to give you a 50% discount on shipping. A refund for this will be issued shortly.

Kind regards,

Roman

Kitchen Niche

Initial Business Response /(1000, 5, 2018/11/01) */
Hello ***,

It doesn't look like we received any of your emails. Do you recall where you sent them too?

We've spoken to ***, the manufacturer of these decanting funnels, and they said new stock got delayed but will be available early next month or possibly later on this month. Please let us know if we should send yours when they arrive. There has been a price increase with the item but you would obviously still get it for the older, lower price.

Kind regards,

Roman

Kitchen Niche

Initial Consumer Rebuttal /(3000, 7, 2018/11/02) */
(The consumer indicated he/she did not accept the response from the business.)
The company is offering the possibility that the order may be filled within a month or so. They told me the same thing (in the only email of mine that they answered) last April. Therefore I want a refund of what I paid credited to my Mastercard.

Final Business Response /(4000, 11, 2018/11/16) */
A full refund has been issued. Please let me know if there is anything else you'd like to know.

Thank you,

Roman ***

Final Consumer Response /(2000, 13, 2018/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My credit card has been credited with the purchase amount.

Initial Business Response /(1000, 5, 2018/05/16) */
Hello,

We have been in contact with the customer and have informed them that new stock of the item has arrived. It will be shipped to them within the next 24 hours.

Kind regards,

Roman

Kitchen Niche

Initial Consumer Rebuttal /(3000, 7, 2018/05/17) */
(The consumer indicated he/she did not accept the response from the business.)
At the time of writing, I believe in part because your organization reach out to them, the company did contact me but the goods have not been received. They promised new stock has arrived and the shipment is going out. No tracking number was supplied. I will close this matter when I get my product.
Thanks for your work on this,
Martin

Final Business Response /(4000, 9, 2018/05/22) */
Hello,

The tracking number was emailed directly from Canada Post. The number is *** and according to Canada Post, it was delivered on May 20th. We sent it Express (at our expense).

Kind regards,

Roman

***

Final Consumer Response /(2000, 11, 2018/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Salad spinner finally arrived. The company explained they have been moving to explain why it took 2 months and why they did not reply to my contacting them until you looked into it.
Thanks for your inquiry on my behalf. I consider the matter closed but I will not buy from them again.
Martin

Initial Business Response /(1000, 5, 2018/02/05) */
Hello Cynthia,

We just sent you an email last week, did you receive it? I checked with our supplier and they promised we will receive the Rosette sets next week. We'll make sure yours will be shipped immediately when they arrive.

Kind regards,

Roman

Kitchen Niche

Initial Consumer Rebuttal /(3000, 7, 2018/02/07) */
(The consumer indicated he/she did not accept the response from the business.)
This is not acceptable as this is a similar response to what I have received a few times and does not inspire me to believe it will happen, but rather that I will once again be waiting and having to chase down a company that does not answer or return phone calls and continues to say the item is on back order and on it's way. They have also assured me several times that they would immediately update the website to reflect the item is on back order which has not happened as well. Confidence in this company following through with anything they say is not high.

Final Business Response /(4000, 13, 2018/02/14) */
Hello Cynthia,

This is only an option now because the item was not backordered with the manufacturer (they were waiting for new stock to arrive).

As per your request, we'll cancel your order.

Kind regards,

Roman

Final Consumer Response /(2000, 15, 2018/02/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)