Plastaket Manufacturing Company, Inc.

Horrible customer service:
1st the website does not describe the need to replace the body in order to use the replacement hub. The site states "The Champion Juicer Body and Hub "The hub includes the oil seal and O ring". It does not state that the body MUST be replaced to use the hub.

2nd I sent it back because I didn't want to run the risk of replacing the body and having an issue as the body was fine". The company claimed to never have received the return even though UPS documented a signature by the owner of record, Doug.

3rd After months of back and forth with Carl, I was given a refund less 15% restocking charge for a part they claim they cannot find and less their shipping fee.
Horrible company to work with.

Review: I recently placed an order by check regarding a special promotional offer for the Champion Juicer manufactured by the Plastaket Mfg. Co. Inc. located in Calif. I wrote a letter clearly stating the items I was ordering & the promotion they were connected with,I also enclosed a check for the required order amount. I just received the order today & much to our surprise, the order was incomplete and was missing any form of an invoice or proof of purchase. I was unable to order online due to the fact that our computer had failed and was temporarily unavailable. Next,I contacted customer service by phone & explained my situation. I was met with a very curt and redundant response. The individual I spoke with had a very arrogant & unconcerned attitude about what had transpired in my situation. Basically they took my check & did not honor the promotion and made an executive decision to go ahead and place an incomplete order without contacting me for my permission to do so. They then went on to try to blame me for not ordering on line in order to get the promotion that they offered. I repeated that it was not an option due to not having a computer at the time. I was told about the offer thru another family member. I told her that if I was told that in the first place, when I called earlier prior to sending my check, I never would have placed the order to begin with. They then transferred me to a manager who was abrupt and talked in circles never addressing the fact that they processed an order for something different from my original order. She then curtly said "if your so unhappy send it back & we will refund you" I then asked for a return label & they said "no, that is your expense not ours!" How it that legal or ethical??? I have a copy of my written order with the promotional details,parts to be included,free shipping & total amount. The promotion was unfulfilled & my money should have been sent back or the order rejected in writing & it was not. I want a full refund & a free shg. label.Desired Settlement: I am seeking a full & complete refund of my enclosed check for $270.00 & a free return shipping label. I was very hopeful about this company based on their years in business but after seeing their unethical ways of doing business & their unwillingness to listen to a customers circumstances ,I have lost "all desire" to have anything to do with this company in the future. My requests were fair & reasonable, their response was unjust & unethical. I will be sincerely grateful for your help.

Business

Response:

CUSTOMER SENT IN A CHECK FOR A PROMOTIONAL OFFERED ONLY ON OUR WEBSITE. THE PROMO WAS GOOD THRU 3/31/14. SHE DID NOT PROVIDE A PHONE NUMBER SO WE COULD CONTACT HER. SHE ALSO SENT IN A CHECK IN THE AMOUNT OF $270.00 THAT WAS RECEIVED IN OUR OFFICE 4/8/2014. OUR PRICE FOR THIS JUICER WAS $295.00 EFFECTIVE 4/1/14. WE OFFERED THE PROMOTIONAL PACKAGE ON OUR WEBSITE THAT CLEARLY STATED FOR ONLINE ORDERS ONLY AND SINCE WE DID NOT HAVE A PHONE NUMBER AND ALSO COULDN'T FIND A PHONE NUMBER TO CONTACT THE CUSTOMER WE WENT AHEAD AND FILLED THE ORDER WITHOUT THE BUNDLE FOR THE LOWER PRICE RATHER THAN HOLD UP HER ORDER FOR SNAIL MAIL RESPONSE. CUSTOMER PHONED OUR OFFICE ON 4/14/14 COMPLAINING ABOUT NOT GETTING HER BUNDLE. WE EXPLAINED THE SITUATION TO HER BUT SHE CONTINUED TO COMPLAIN ABOUT NOT BEING CONTACTED AND THAT SHE WAS TOLD BY A FAMILY MEMBER REGARDING THE SPECIAL. WE TOLD HER IF SHE WANTED TO SEND THE JUICER BACK SHE WOULD BE GIVEN A REFUND PER OUR POLICY. AT THAT POINT (WHERE SHE HAD TO PAY TO RETURN THE PRODUCT) SHE SAID SHE WOULD TALK TO HER HUSBAND AND LET US KNOW WHAT SHE DECIDED. WE DIDN'T HEAR FROM HER AGAIN UNTIL SHE SENT A LETTER STATING SHE WOULD TAKE LEGAL ACTION IF THE JUICER WASN'T ISSUED A RETURN LABEL AND SHE WANTED A FULL REFUND. WE ISSUED THE CALL TAG AND ISSUED A CHECK ONCE THE JUICER WAS BACK IN OUR FACTORY. SHE CASHED OUR CHECK ON 5/12/14. WE FELT WE WENT OVER AND ABOVE JUST BY NOT SENDING BACK HER CHECK AND ASKING FOR THE FULL PRICE OF $295.00. THE PROMO SHE WAS TRYING TO BUY HAD ALSO ALREADY EXPIRED ON 3/31/14 ON OUR WEBSITE BY THE TIME THE CHECK ARRIVED IN OUR OFFICE 4/8/14.

Consumer

Response:

I am rejecting this response because:

They are not giving all the details of what transpired, and they are coloring the details to make their company look and sound forthright. My major issue was the fact that they made the assumption that I wanted the juicer at a price that was never agreed upon. They also made the assumption that I wanted their juicer unconditionally (which was not true). I stated this multiple times in our phone conversations. When I was speaking, they spoke over me, and refused to agnowlege what I was saying. They had no right to make an assumption for a purchase that was diffrent at full price. I only wanted the promotion. Period. When I told them that, they seamed shocked, and put off. Therefore, they should have made contact, in any way, shape, or form needed. Snail mail is a judgement. They assumed, like everything else, that we were in such a rush to get their product, they sent it without our authorization, or approval. Then, when I received it, and called them, they told me return shipping was my responsibility. I concidered this whole experience to be a blessing, for it allowed me to see deep within the personnel infrastructure of the company. This was not the type of people I had hoped would be backing a product that was such a long-term investment. Their buisness practices and interpersonal capacities were extremely unprofessional and lacked any form of inegrity. It is my most sincere hope that in some way, shape or form, other consumers will learn from my experience and avoid these problems for themselves.