SodaStream USA Inc.

Complaint: ***
I am rejecting this response because:
UPS came to my door with a label just nowThey came unnaounced and therefore, the product itself was not packedI was expecting a label to arrive in the mail and assumed I had time (we had inches of snow the other day) to get a box for the returnMy husband explained to the UPS guy that we will go out today and find a box and the UPS guy said he would be back tomorrowPlease note, *** *** of SodaStream agreed with me via telephone that I would return the air canisters (two) to *** *** due to their compression vpostalShe made mention to me that was good because otherwise she'd have TO SEND A TURCK FOR THEMAnd now, I am assuming she wants the machine AND the two canisters returned by UPS
Bless her for the added confusionOh those companies with incredibly bad customer service, even in "Upper Management"
Regards,
*** ***

*** *** was mailed a check for the full amount as of Thursday February 11, 2016.
Thank You
*** ***

We're sorry to hear you're having trouble finding what you need.  To find retailers in your area that participate in our CO2 Exchange Program, visit our "where to buy" locator via the following link:
href="https://www.sodastreamusa.com/where-to-buy.aspx">https://www.sodastream...⇄ We recommend you call ahead to confirm the retailer is in stock before making the trip.
For your convenience, we have verified that the locations listed below are in your area and do have inventory.  Hope this helps!
[redacted]
Best Buy[redacted]
Walmart[redacted]

We do have a return policy that is on our website that reference that; if you are not happy with your sparkling water maker for any reason that we will accept a return within 30 postmarked days with receipt.  Our sparkling Drink Mixes, Carbonating Bottles, CO2 Carbonators and accessories...

cannot be returned or exchanged if purchased from sodastream.com 
Do to the negative experience from our consumer we have agreed to honor a full refund with the receipt of the soda maker the consumer no wishes to no longer use.   We have been in contact with the consumer 1/29/16 and agreed to send return label for the return of her machine.  Once machine is received back at Soda-stream consumer will be issued a check in the amount of $117.94.  Refund check could take up to two weeks to process.

Sodastream’s Customer Service Manager reached out to the customer immediately after this complaint was filed.  They walked through the troubleshooting process and concluded the machine was not faulty.  The customer was not satisfied with the sound
the carbonating device made...

on the model of the machine.  The machine was sent back to our warehouse and a new machine (different model) was sent out to the customer.   Customer was very satisfied.

Hi [redacted],We're sorry to hear about your frustration - however this process has been in place since we first launched SodaStream.  We have Spare and Exchange carbonators - outlined the differences below:Purchase an exchange carbonator when a customer brings their empty...

carbonator(s) to any participating retail location. They will swap their empty for a full one on the spot for a special “gas only” price.  Authorized retailers exchange their empty one for a full one.  Users are expected to return an empty carbonator for every full exchange carbonator they purchase.Purchase spare carbonator when a customer wants to have more carbonators on hand. Keep a spare in the cupboard so they always have a carbonator ready to pop into their machine while they exchange their empties. Spare carbonators include a user license in the box.When you purchase a spare SodaStream carbonator you are paying for the gas contents of the carbonator along with a license to use the carbonator. The user license is not a deposit and is non-refundable. When you exchange your empty carbonator for a full carbonator the user license fee is waived and you pay only for the gas contents of the carbonator. There is no deposit charged for any SodaStream carbonator at any time. If you wish to return used SodaStream carbonators that are in good condition without receiving full exchange carbonator replacements you are entitled to a $1.00 per carbonator return fee.  This return fee policy can be found on the carbonator sleeve.If a customer chooses to no longer participate in the SodaStream program and/or wishes to return any extra carbonators that they may have in their possession, they should follow the instructions provided below.  1.   Return the carbonators to a local participating retail location without obtaining a full exchange carbonator in replacement.2.   Request a receipt from the retailer indicating the number of carbonators that were returned without receiving a full exchange carbonator replacement. 3.   Mail the receipt with a letter including the customer’s name, mailing address, contact information, and reason for sending in the receipt. Attn:[redacted]4.   SodaStream will issue the customer a check for $1 per carbonator.Kindest Regards, Customer Service Support

Dear Mr. [redacted]: We have received your response information from the Revdex.com.   Although our records have supported our original response we have decided to make a one time exception and grant you the $20.00 rebate and the loyalty...

points.  The rebate is being processed and will be sent in the mail to the address you listed on the form. We have updated your online account as well.  Customer Service Support

Review: Upon purchasing a Sodastream I was informed that I could have the tanks replaced at any one of a multitude of dealers (Bed Bath & Beyond, Best Buy, Target, Wal-Mart, and Williams-Sonoma are some national retailers that carry exchange carbonators) copied directly from their website. I checked at both Target AND Best Buy neither of which have (nor can they get) the replacement tanks. They both claim that Sodastream no longer supplies them with these tanks. I now have an obsolete Sodastream with no where locally to get replacement tanks (other than purchasing brand new ones each time at over $30 each.)Desired Settlement: I would prefer for the company to send me a few replacement tanks in exchange for the inconvenience of me driving to 2 different stores and still not being able to find a place to get a new tank. Furthermore I would like to know what resolution Sodastream has in place to ensure that I don't continue to have this problem moving forward. If they do not plan to have these tanks available in the future I would request a full refund for the current retail value of a sodastream as the item will render itself useless.

Business

Response:

We're sorry to hear you're having trouble finding what you need. To find retailers in your area that participate in our CO2 Exchange Program, visit our "where to buy" locator via the following link: https://www.sodastreamusa.com/where-to-buy.aspx We recommend you call ahead to confirm the retailer is in stock before making the trip.

For your convenience, we have verified that the locations listed below are in your area and do have inventory. Hope this helps!

Best Buy[redacted]

Walmart[redacted]

Review: I purchased a SodaStream machine for Christmas. The first week that we had the product, it worked great! After that first week, the machine starting screaming every time it was used. I called the customer service department and played the sound for them. They agreed that I had received a faulty product and were great about sending me a replacement. I received the replacement machine and it too was faulty. The replacement machine makes the same screaming noise that the first machine did, and it is obvious that the seal around the neck of the bottle is not being made. When I contacted SodaStream about the problem yesterday, I was told that this screaming noise was "what it's supposed to do". Why then was the machine replaced initially? When I requested that I receive either a replacement, or a new model that is known to not have this malfunction, the company insisited that they can't send a replacement unless there is something actually wrong with the machine. Because they heard what the machine was doing initially and agreed that it was obviously not operating how it was supposed to, I can't see how they are now saying that it's not defective. I would like the company to send me a new unit - one that isn't malfunctioning - and pay for the return shipping on the machine that I have. That seems the only fair solution. The broken seal is wasting my CO2 and costing me a ton of money!Desired Settlement: I would like SodaStream to send me a new machine, and pay for the return shipping on the machine that I have. I would also like to receive a replacement CO2 canister because of all the gas that has been wasted trying to show them the issue. I am absolutely livid about the conversation that I had with the customer service representatives yesterday and cannot believe that this company won't stand behind their products, and in fact, will go so far as to lie about how it is supposed to sound so they don't have to replace their faulty products. I'm not the only one who has experienced this problem, either. Just go to any product review board and read through peoples' write-ups. It's awful.

Business

Response:

Sodastream’s Customer Service Manager reached out to the customer immediately after this complaint was filed. They walked through the troubleshooting process and concluded the machine was not faulty. The customer was not satisfied with the sound

the carbonating device made on the model of the machine. The machine was sent back to our warehouse and a new machine (different model) was sent out to the customer. Customer was very satisfied.

Review: I made an online order on 5/29/15 to [redacted]. I ordered 4 items in total and only received one of the items. I contacted the company using their online email customer service link and emailed them to let them know the 3 items were missing. I received no response. After 3 emails, and no response, I contacted customer service directly and spoke to a Representative. They told me that they were waiting for an overseas shipment that has not arrived and that is the reason for the delay. They will issue refunds to individuals in 7-10 business days. When I contacted customer service today 6/11/15, I was told the same story by the customer service Representative. At this point I don't think they plan to issue my refund, just give me the run around.Desired Settlement: All I want is a refund for the 3 items I did not receive. Thank you.

Business

Response:

I am very sorry you had this experience and that will be addressed. We did have product that was held at our port and were hoping it would be released so we could ship orders for those products. Unfortunately it was taking too long so we cancelled the item from your order. I followed up with my financial team and they advised the credit was processed a day ago and you should see it in your bank account soon.Due to your experience, I am going to issue 2000 loyalty points (equivalent to $10) to your account so you can apply it to your next order.

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,

Review: I called customer service about when my item would ship out (it had been 10 business days). The lady I talked to said that that product was sold out and there were none left. She provided me with another comparable product and told me it would ship out on the sixth. I called again on the seventh to ask why it had not shipped. They lady I talked to said I was given misinformation. She told me it takes 7-10 business days to ship.Desired Settlement: I would like my order delivered as soon as possible.

Review: On December 28 2013 I placed an order for several items and to date I still have not received2 items 4 diet cola with lime and 3 lemon ice tea total amount of $20.43 plus the shipping fee. I received an email on Jan.14, 2014 stating that they could not send the 3 lemon ice tea and that I would receive a refund. To date I still have not received the refund or product of either item. I sent a complaint to their email address the first week of February giving them 1 week to respond with a return or the product and I received an email and phone call on February 12 2014 email was a ups tracking number stating product was delivered December 11.2013 in Mastic Beach NY I live in [redacted] and didn't order product till Dec 28. Phone call said refund was being worked on.Desired Settlement: I would like my refund and a letter of apology. I really need to know if this can be turned over to a collection agency or if I need to hire an attorney.

Review: Bait and Switch. The only reason I purchased the sodastream was for the Deit Pink Grapefruit flavor. I was just informed by a representative of the company that it was discontinued. I feel this is a good case of bait and switch.Desired Settlement: Refund my purchase price of the machine if I can not receive the product I entended to use it for.

Business

Response:

SodaStream made the decision to transition to healthier, better-for-you flavors. As a result, Diet Pink Grapefruit was discontinued & replaced with Zero Calorie Pink Grapefruit. This new flavor is available on our website and at select retailers across the nation.

Review: machine was purchased in January

machine when opened syrup sample 2 years past expiration date

washer was missing and maching hissed when first used, I found a washer in bottom of box

machine works ok for a few weeks then the hissing returns which seems to be a problem which could possibly be a danger since carbonation bottle is under high pressure and has to be purchased in stores so a small hiss if it blew out could possibly cause injury, product consumer safety division should be made aware of issue

company issued me a label to just return the plastic part of machine, I handed over to my [redacted] delivery guy and is now missing

after being notified after 2 weeks the item never made it to company, I did my part by boxing it, company never contacted [redacted] they paid for shipping

now I'm being told upper management has to make a deside what to do after 2 weeks no answer after another callDesired Settlement: replace item be more aware of issues of the dangers of cheap plastic units under high pressure, and don't tell ther customers the hissing is normal, it means the unit is leaking and if the leak get bigger possible plastic parts become projectiles which could cause possible injury, that would be a good issue upper management could decide possible redesign before a lawsuit from an injury happens

Business

Response:

This customer advised that they returned their machine using the prepaid label that we provided. The tracking on that machine was not activated and therefore, we could not release a new order to him right away. I (management) asked to wait 1 week from the time I was alerted to see if it turned up at our warehouse or if tracking would be activated. If not, I would have replaced his machine per his request.This customer was spoken with and we send out a new, upgraded machine plus provided loyalty points that he will be able to use on a later purchase. His new order # is [redacted]. He was happy with the resolution and stated he would remove his complaint.

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. the company straightened out my issues to my sattisfaction and a supervisor explained the issue clearly and to my satisfaction, I will now be able to enjoy their exceptional product, thank you in advance

Regards,

Review: SodaStream was advertising two separate rebates when I purchased my unit. I sent them in at the beginning of December and I still have not received either rebate. One was for $15 for purchasing a C02 Cartridge from a local retailer and the other was a $20 rebate just for purchasing. I'm really disappointed in the experience with the rebate program. It has been almost two months since I mailed in all of the required documentation.I have checked on SodaStream's rebate website: www.rewardsbymail.com and my information is not found in the system. I also tried e-mailing SodaStream about this via their website and the rebate website but I have not heard a response.Desired Settlement: I would like to receive my rebate of $20 for purchasing the SodaStream Jet Foundation and $15 for purchasing a CO2 cartridge.

Review: Some months back we purchased a soda stream product, which didn't taste well at all. We called the company and they issued what they called Loyalty dollars in the amount of $50.00. My friend tried to place and order and called twice and the loyalty dollars were there some month or so back in time. However, recently he tried again and called and when done with the order the customer represenitive said there were zero loyalty dollars. Then yesterday I get a card stating the amount paid doesn't not quality for thee promotion minimum. That now is the second problem in two days. The promotion was buy a soda stream soda maker and get $20.00 refund . Now with zero loyalty dollars and this second problem it would appear several mistakes have been made and would like them rectified.

Please contact by e-mail or letters, as the phone is giving us troubles right now.

TYDesired Settlement: The loyalty dollars back in the account of [redacted] and the refund of $20.00 per the rebate promotion.

Business

Response:

Dear Mr. [redacted]: We have received your response information from the Revdex.com. Although our records have supported our original response we have decided to make a one time exception and grant you the $20.00 rebate and the loyalty points. The rebate is being processed and will be sent in the mail to the address you listed on the form. We have updated your online account as well. Customer Service Support

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,

Review: Sodastream charges $30 for a new carbonator bottle, and when you exchange the empty carbonator, you can get a new one for $15. If you want to return the carbonator, however, without an exchange (i.e. to get your original $15 deposit back), they only offer you $1 of the original deposit. How can you call it a deposit if you can never recover the original deposit?Desired Settlement: I have two empty carbonator bottles that I bought for the original $30. I would like a full refund of the original deposit of $15, for a total of $30.

Business

Response:

Hi [redacted],We're sorry to hear about your frustration - however this process has been in place since we first launched SodaStream. We have Spare and Exchange carbonators - outlined the differences below:Purchase an exchange carbonator when a customer brings their empty carbonator(s) to any participating retail location. They will swap their empty for a full one on the spot for a special “gas only” price. Authorized retailers exchange their empty one for a full one. Users are expected to return an empty carbonator for every full exchange carbonator they purchase.Purchase spare carbonator when a customer wants to have more carbonators on hand. Keep a spare in the cupboard so they always have a carbonator ready to pop into their machine while they exchange their empties. Spare carbonators include a user license in the box.When you purchase a spare SodaStream carbonator you are paying for the gas contents of the carbonator along with a license to use the carbonator. The user license is not a deposit and is non-refundable. When you exchange your empty carbonator for a full carbonator the user license fee is waived and you pay only for the gas contents of the carbonator. There is no deposit charged for any SodaStream carbonator at any time. If you wish to return used SodaStream carbonators that are in good condition without receiving full exchange carbonator replacements you are entitled to a $1.00 per carbonator return fee. This return fee policy can be found on the carbonator sleeve.If a customer chooses to no longer participate in the SodaStream program and/or wishes to return any extra carbonators that they may have in their possession, they should follow the instructions provided below. 1. Return the carbonators to a local participating retail location without obtaining a full exchange carbonator in replacement.2. Request a receipt from the retailer indicating the number of carbonators that were returned without receiving a full exchange carbonator replacement. 3. Mail the receipt with a letter including the customer’s name, mailing address, contact information, and reason for sending in the receipt. Attn:[redacted]4. SodaStream will issue the customer a check for $1 per carbonator.Kindest Regards, Customer Service Support