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Team Kalorik Group

16175 NW 49 AVE, Hialeah, Florida, United States, 33014

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Team Kalorik Group Reviews (%countItem)

I purchased two air fryers from two different vendors, and I had a problem with both.
I purchased two defective air fryers from two different vendors.
The first air fryer stop working in a few months. I returned to the store and received a refund. The second one I have tried to work with the company to resolve the issue. I received two replacement tubs because the one that came with the air fryer started to peel. After go back and forth with one of the customer service rep I ask to speak to a supervisor. She informed me that the buck stop with her and I need to send the defective want back . Also if they were able to install the tub in the defective product I would have to pay for the shipping and handling . I refused the offer . I found the rep and the supervisor to very rude an unprofessional. Why should I have to pay for a product twice.

Desired Outcome

I would like a replacement .

Team Kalorik Group Response • Feb 20, 2020

Hello,

Customer reached out to us on December 16, 2019 inquiring about her basket holder to her Air Fryer is damaged. On December 17 we provided the customer with Tracking Information for the replacement Basket holder she was satisfied she did notify us to explain the Basket holder did not fit. We apologized to her for that issue, sent her another Label along with a Basket Holder she explained it still does not fit.

The customer sent both holders back and requested for a New Air Fryer, she was advised she will be sent a prepaid Label to obtain the Air Fryer when it is received will investigate the issue and provide her with a new Air Fryer. Customer refused that option and disconnected the call.

We are covering the cost to retrieve the Air Fryer and to send her the replacement Brand New Air Fryer the customer will not be paying for anything.

Thank you

Customer Response • Feb 20, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)

Customer Response • Feb 21, 2020

I WAS TOLD BY THE SUPERVISOR IF THEY WERE ABLE TO INSTALL A NEW BASKET I WOULD BE REQUIRE TO PAY FOR THE SHIPPING. I REFUSED THAT OFFER. why should I have to pay.

Team Kalorik Group Response • Feb 24, 2020

Hello,

After further discussion we have sent the Customer a Return Label and Air Fryer will be replaced free of charge to the customer.

Return Label was sent to the customer on Friday, February 21.

Thank you

Customer Response • Feb 25, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)

I purchased a Kitchen HQ Air Fryer from HSN. It worked for about 2 months and then would not turn on. When I called Kalorik (the company who makes it) customer service, they said the product would be replaced with a black one (I have red) , and also that I would have to ship it to them. It costs approximately $40 to ship it to them. The air fryer cost $140. Now I would be in for $180, and if the black one fails, they don't take it back. Such a bad company - no wonder they don't call it the Kalorik Air Fryer.

They want defective piece mailed back before replacing.
I am a disabled senior citizen. I ordered air fryer. After about a month of use the paint in the pan holder that you put your food on is half removed and possibly poisoning my food. Where else is it going to go. Also the latch on that same pan to insert and lock pan into device has detached. They said they will honor warranty and replace pan but they want me to send it back to them even though I fulfilled their request by sending them pictures.
As a disabled senior citizen I would have to pay for a cab to go back and forth to post office $20 and pay another $10 for postage. Also I use this device for much of my cooking so I would be without it for about two to three weeks. They said they want to use it for testing which is ridiculous. They can use the products that they have in their warehouse for that. It is not acceptable that I have to pay almost as much to replace a defective product compared to what I paid for it. They are just using this policy to avoid replacement for their defective low quality product. The companies web address is kalorik.com

Desired Outcome

I would like them to replace the defective pan without me having to send it back to them.

Team Kalorik Group Response • Mar 28, 2019

Mr.,

We apologize for any inconvenience, but please note, as the manufacturer of your Air Fryer, we require any reported defects to be sent back for testing to determine the cause of the reported issue. As indicated in the Warranty Card, enclosed with your item, you are responsible to return this item to fulfill the Warranty Exchange.

In order to not stress you further, and as an act in good faith because we appreciate you as a customer, we will extend a one-time courtesy regarding this matter, and we will send you the replacement part for your Air Fryer.

Kindly be advised that this replacement will serve as your one allotted Warranty Exchange from your initial purchase. A member of our Client Relations team will reach out directly to you to provide tracking information and estimated date of delivery.

We appreciate you as a customer and thank you for your consideration.

Customer Response • Apr 15, 2019

I believe by them limiting this to my one warranty exchange is unacceptable. This unit is electrical and something more substantial may go wrong in the warranty period considering the low quality of the air fryer. The basket issue may occur again considering the short time of ownership. ALso if this ends the warranty a complete unit would be wanted and not just the basket. Are they worried that because of its known quality that something is expected to break again and this big company will be out $20 or $30 in their profits.

Team Kalorik Group Response • May 17, 2019

We spoke to the customer on April 25, 2019 and on May 17, 2019 and explained to him the Basket that he was experiencing issues with does not have a Warranty. But the Air Fryer he does have a Warranty covered until 1-30-2020. Customer was Satisfied.

Thank you

Customer Response • May 20, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
They further explained the previous response which was acceptable.

Not standing by their hazardous product
I enter product for 3 to 4 months only which have been used 2 months. There is no wrong way to use it it is an air fryer. After using their product for 2 months the container and casing that holds the food has already started to rust everywhere. I've only been using this for a couple months. Followed operation directions yet still became defective and hazardous. Cooking food on top of rust is a major health risk so I can't use it anymore but when I contacted them they said they're not going to help me. How can you sell a product that only last 2 months. they know their product Rust after short use or else this would be on their warranty also. Not honoring their product is bad enough but to let a product stay when there's a health hazard to it is very irresponsible. I mentioned to them my kids eat from this and they didn't care.

Desired Outcome

I believe that I should be reimbursed with either the money I paid or a different new product. No consumer should ever have to deal with an issue like this only two months after buying the product. What bothers me is they know it's hazardous and they still wouldn't honor it. Besides getting my replacement I would like to see some investigation until how their product when used correctly can still be rendered useless because once it's rusted you can't use it anymore. They never should have used this design if it can't handle it. Basically one half of their product is destroying the other half but I'm the one that has to pay.

Team Kalorik Group Response • Mar 09, 2018

Mr., we greatly apologize for the inconvenience this has caused and will process a Warranty Exchange. Typically, parts are not covered under our Warranty Exchange policy, but because you are experiencing an anomaly with your particular product and we are more than willing to make your product whole. Please call our Customer Service Team at X-XXX-XXX-TEAM to discuss the appropriate steps to complete this exchange. Again, we appreciate your business and apologize for the frustration this has caused.

I contacted the company about a warranty exchange for a defective product and they are not honoring the warranty after I did everything I was told to
do they now will not respond and have told me that they did not receive the paperwork and powercord I sent. I have proof from USPS that they receved the envelope I sent. Now they will not respond the case # is CAS-XXXXX-LOK7Z2. The Customer service representative I was corresponding with is Belouze Marcellus. My USPS tracking slip says that my package was delivered to them on Dec. 14th 2017 at the dock and was signed by Vasquez. I want a replacement unit that works just like the one I originally bought.

Desired Outcome

I want a replacement cooktop model # E8-3101C sent to my home before the warranty date of January 15th 2018.

Team Kalorik Group Response

We understand your concern, Ms., and apologize for the inconvenience this may have caused. On the same day of this opened case, we emailed you directly to provide tracking information for your replacement unit (FedEx #XXXXXXXXXXXX). Kindly remember that we do not issue the tracking information until the unit is shipped from our warehouse.

We appreciate your patience in this matter as we are extremely busy with the holiday season. We ask that you keep your eye out for your FedEx delivery and utilize the listed tracking number to properly track your package.

We thank you for your patronage!

Customer Response • Jan 04, 2018

from: ***
to: Revdex.com
date: Fri, Dec 29, 2017 at 8:26 AM
subject: Re: Revdex.com Complaint Case# *** (Ref#XXX-XXXXXXXX-XXXXXXXX-X-XXXX)
signed-by: gmail.com

Thank you very much for your help with this matter. I understand why the company took so long, and I am happy to be receiving a cooktop so I can cook at my apartment and not have to go downstairs to my landlords house to cook.

Happy New Year

Safety Hazard on an Kalorik Emeril Airfryer Pro. The plastic handle latch that hold the food basket from separating main housing unit broke.
My complaint is with my Emeril Airfryer Pro is from Kalorik and the model# is EML FT XXXXX. I have tried many times to contact Kalorik to get a replacement handle for this Airfryer. The 1 time I did get in touch with a person, I told them the problem, gave them my information and a new handle was suppose to be mailed to me. That was months ago and did not happen. There is a safety issue with this plastic handle. If I use it now, the metal fry basket separates from the main housing, when opening it. This could allow hot oil to be spilled on anyone using my fryer.I am willing to pay for the replacement part but after leaving many messages, I receive no return calls. Only 1 time did anybody pick up the phone when I called their support line X-XXX-XXX-XXXX and that is when they promised to send the part.
I sincerely thank you for your help in getting this problem fixed.

Desired Outcome

I just need a new plastic replacement handle for this airfryer so I can use it safely and not get burned.

Team Kalorik Group Response

We sincerely apologize, Ms., but our phone number is X-XXX-XXX-TEAM. The number you listed is not for our company, but rest assured, we will be reaching out to you within the hour to remedy your situation.

Our Customer Service team always provides a tracking number when sending out a replacement item.

We apologize again for the inconvenience, but ask that you work with us to solve your issue!

We appreciate your business & will be in touch immediately.

Customer Response

(The consumer indicated he/she DID NOT accept the response from the business.)
Good Day:
I am writing a follow up to the complaint I placed with you about my Emeril Airfryer Pro Model # EMLFT XXXXX made by Kalorik.

I received a phone call on Dec 7, 2017, from *** in customer relations, X-XXX-XXX-XXXX. I returned her phone call the next morning and told her the problem I was having with the handle on the airfryer's basket.
*** stated that they were no longer making this model and asked me how old it was. I stated approximately 2 years old. She stated that it was not under warrantee but that the company would replace the airfryer but that the replacement would not be warranted. I stated that would be fine but want I really needed was a replacement handle. I was willing to purchase this handle. *** said because the model was not being made the handle could not be replaced.
I have received no replacement airfryer from Kalorik. I did find a generic replacement basket on Amazon that I purchased.
I do not understand why on my first attempt to get a replacement part I was told that they would send me the part. The second attempt they stated they would replace the airfryer. Why *** around a consumer. All I was looking for was help repairing my defective airfyer. I burnt myself once with the metal basket separating from the plastic food basket because of the defective plastic handle hinge and all I wanted was help. This company had to have known this handle was defective or why would they have discontinued this model.
Kalorik was no help with their defective product. I do not understand why you would treat a consumer that way. I would never buy another product from this company and I will let people know of my experience.
Mrs

Team Kalorik Group Response

Again, Ms., we do sincerely apologize. As stated in your reply, your model was an older, discontinued model out of warranty. We do not, in fact, have any replacement parts to issue to you. In an attempt to provide exemplary customer service, we offered to send you a replacement unit and are making good on this offer.

As stated in our original reply, we provide a tracking number when any items are shipped from our warehouse. Here is the tracking number for your replacement unit: FedEx - XXXXXXXXXXXX.

We thank you for your patience in this matter and ask that you keep an eye out for your delivery!

Replacement for merchandise under warranty. Never received as promised.
On 10/30/17 I contacted *** at customer service regarding a defect in an air fryer I purchased on QVC. *** requested a photo of the fry basket which had lost much of its black finish. She also request a model number and proof of purchase. After providing all of the above, I waited a reasonable amount of time for my replacement but it never arrived. On 11/15/17 I called customer service and spoke to Belouze *** she said *** never filed my claim nor sent a replacement. I was assured a new fryer would be sent and was provided a Fed Ex tracking number XXXX XXXX XXXX. I am still waiting....I checked the status of the shipment and according to the tracking number, as of 11/24/17 the item still has not shipped.

Desired Outcome

if the item is not shipped ASAP, I would like a full refund. Poor customer service is inexcusable!

Team Kalorik Group Response

Thank you, Ms.. We apologize for inconvenience but show that the item was in fact delivered via FedEx on December 1st. We sincerely apologize for the delay and ask that if you still have not received your item, kindly reach out to customer service directly at X-XXX-XXX-TEAM.

Customer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

I purchased the Emeril Air Fryer-defective the interior of the basket and base began to delaminate
I purchased the Emeril Air Fryer last year in July, 2016 through QVC and enjoyed it until recently when the interior of the basket and base began to delaminate. I must say I was highly surprised by this results especially because I only used it 8 times; Last used Oct., 2017. Furthermore, when considering the price point and the exterior quality of the unit, the damage was totally unexpected. I've since read several reviews of this product with the same results. I realize that the one year warranty expired, however, the obvious defect in the manufacturing process should be address by your company. I am requesting that the unit be replaced. Model # FTXXXXX, Order # XXXXXXXXXX, $95.36, Stock#kXXXXX

Desired Outcome

I would prefer to have the unit replaced or reimbursement of funds.

Team Kalorik Group Response

Hello Ms.,

we are very sorry that you are experiencing this with your Emeril Air Fryer and ask that you reach out to us directly so that we can handle your request directly. Our customer service number is X-XXX-XXX-TEAM.

We thank you for your business, and again apologize for the issue you have with your product.

We look forward to assisting you with this matter.

I shipped my hover board off for repair on 2/27/17(under the warranty claim) as instructed by the customer service rep for ***.
My hover board was received to *** on 2/28/17 and sign for by M.Alfonso under the FedEx Tracking ID # XXXXXXXXXXXX . I sent an email for a follow up concerning the repair status to the customer service team back on 3/8/17. I got no reply by email. I also placed a call on 3/8/17 and left a voicemail for someone to return my call and the automated system stated I would received a call back in 2 business days. I still did not get a call back. I placed a call on 3/13/17 and finally was able to speak with a customer service representative (***). The service rep told me that my product was sent to another facility to be repaired. All I was asking was for an update. Ms. stated she would contact the facility and try and get some information for me and would call me back on 3/14/17. I received no reply by phone or email on 3/15/17. I have left 2 more voice messages on 3/16 & 3/17. Still no one from that company has contacted me. On 3/21/17, I made one final attempt to speak to someone. Using there automated service I was able to contact someone in there accounting department. The lady I spoke with (did not get her name) told me I need to speak with customer service regarding my issue. I explain to her my frustration I was experiencing with their customer service department and requested to speak with a manager or director. Speaking to a manager or director was not an option. The lady told me that since the service rep *** was aware of me concerns she would personally walk down to that department give her all my information so she can give me call back. As of 3/24/17. I have sill not had any one from the company contact me on the status of repair for my hover board. I don't know if they have lost my hover board and trying to by time until they find it, can't repair it, etc.

I am not going away because this company is poor in addressing customer's concerns regarding their product's under a warranty claim.

Desired Outcome

Since this company can not call or email me with an update regarding this warranty claim, have no desire to address concerns. I am requesting a full refund where I can go and purchase another hover board from another company. I don't want to deal with them any more .

Team Kalorik Group Response

We apologize for the inconvenience that Mr. has experienced and are working diligently to get his issue addressed.

As per all hover board customers, Mr. was instructed to complete a return form and return it to the Customer Service Team so they could issue him a pre-paid label to ship the hover board to the repair facility. One copy of the return form was to be emailed to Customer Service, a second was to be attached to the outside of his box. There are no repairs made here in Miami, and the turn around time is typically 3 - 4 weeks from the repair center.

Mr., in error, shipped his hover board to the Miami location, with no return identification listed, no return form attached to the outside of the package (as per instruction) and no communication with the Customer Service Team. All communication prior to this was via email, which the Customer Service Representative has records of, clearly explaining how to handle the repair process. When the Customer Service Representative confirmed that Mr. had in fact sent his hover board to Miami in error, she immediately took action in order to locate the hover board on site as to forward it on Mr. behalf to the repair center. The intention has never been to cause Mr. any further frustration or complications. Instead, the intent has only been to assist him in getting his hover board repaired and returned.

The hover board has been recovered in Miami, and is to be shipped via FedEx today to the repair center. Once the hover board is repaired, it will be sent back to Mr. directly.

We again apologize for any issues Mr. has experienced with this process.

Customer Response

(The consumer indicated he/she DID NOT accept the response from the business.)
In reading the response back from Team International Group of America, Inc . When I first sent a request (by via-email) to the company on how to file a warranty claim, there was no (clear instructions) stating in the email or attached document that a pre-paid label would be generated and issued once the repair form was completely filled out and return. I assumed that the form had to be filled out and shipped back with hover-board as instructed. This is still no excuse in the multiple calls I have made to Ms. direct line, customer service line, emails sent to both Ms. and the customer service team in an attempt to get someone to respond to my issue. The one and only time Ms. did answer the phone, she took my information and stated she would follow up with me the next business day. I still did not receive a call back or email. It's only when I contacted the Revdex.com and filed a complaint, that my concerns are now being addressed. I believe that if I had not filed a complaint, I still would not have been contacted from this company regarding the condition or whereabouts of my item. Team International Group of America, Inc. has demonstrated to me the lack of respect they show in addressing the concerns of their customers when it is related to items they sell, warranty, etc.

Team Kalorik Group Response

Again, we apologize for these circumstances, but all customers are clearly provided with the details of how to properly handle a Warranty Exchange with our company. In this instance, it was provided via email. We understand the frustration with the communication, and truly apologize, but he had received instructions from our Customer Service Representative on how to properly handle.

Unfortunately, without the Customer Service Rep taking the initiative to search our warehouse, his item would not have been recovered and forwarded to the proper location for repair.

As the manufacturer, we can only handle exchanges as the products are purchased from retail or e-commerce locations. Any refunds and general returns are handled by the retailer or e-commerce site directly.

To note, the hover board has been repaired and has been sent back to consumer.

Customer Response

Final Consumer Response /(2000, 15, 2017/04/25) */

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Address: 16175 NW 49 AVE, Hialeah, Florida, United States, 33014

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