Vita-Mix Corporation (“Vitamix”) is responding to [redacted] ’s complaint regarding the shipping status of order number [redacted] [redacted] ’s original order was placed as a web order on November 27, with standard delivery, which is quoted as being within 8- business daysThe order number was [redacted] On December 7, [redacted] requested that order [redacted] be cancelled as he placed a new order using a coupon code and expedited shipping on December 5, Vitamix quotes expedited shipping as being delivered within 3-business days.The order was entered as a priority order that was scheduled to ship on December 7, however due to high demand there was no available inventory to fulfill the orderThis order was built and shipped with Fed Ex on December 12, The tracking number is [redacted] It may take up to 48-business hours for the tracking number to be active and viewableA supervisor from Vitamix has reached out to [redacted] and advised him of the delay and his Vitamix warranty has been extended due to the inconvenience.We anticipate these actions will serve to resolve the matter.Submitted by: [redacted] ***CFO and Treasurer440-782-[redacted]
Revdex.com: 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, [redacted]
January 28, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No [redacted] Re: [redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Mr [redacted] complaint regarding a problem with his Vitamix machine Mr [redacted] contacted Vitamix on March 11, to request a repair on his VitamixThe warranty on his Vitamix had expired on September 18, Mr [redacted] was charged for the repair and was advised at that time the Vitamix repairs would be warranted for monthsWhen Mr [redacted] called Vitamix again on January 26, to report that his machine had overheated he was advised that there was no warranty remaining and was quoted the cost to have a repair completed A supervisor has reached out to Mr [redacted] to discuss his service optionsAs a measure of good faith, a one-time courtesy repair was offered to Mr [redacted] because his repair warranty had just expired We anticipate these actions will serve to resolve the matterSubmitted by: Loree WC [redacted] , CPA CFO and Treasurer 440-782-LC [redacted] @vitamix.com
Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted] ’ complaint regarding a billing concern [redacted] purchased a Vitamix direct from our online website on January 22, [redacted] completed his transaction by selecting a 5-payment plan optionHis first payment of $was successfully captured on January 28, when the order shippedThis left an unpaid balance of $and four remaining payments with due dates of: February 27, 2016; April 27, 2016; March 28, 2016; and May 27, On February 27, we received an electronic message that the authorization or payment failed due to invalid credit card informationAt no time between the failed payment on February 27, to May 27, did [redacted] contact Vitamix to inquire why his payments were not being drafted from his accountAn update in our computer systems caused a lengthy delay in our delinquent account notification and as a result we did not send out a notice to [redacted] reminding him of this open balance until November 21, At that time, we sent a letter to the address of recordAs was stated in the letter, we acknowledged and apologized for the delayed notificationWe have since reviewed our notification process and have implemented a change to improve our timing of these notifications in the future [redacted] was asked to contact us within days to discuss the open balance or to make payment arrangementsWhen a response was not received, a final notice was sent to the address of record on February 23, asking [redacted] to remit payment within days to avoid collection activity [redacted] was provided with a phone number, mailing address, and email address to contact us directlyHad [redacted] reached us in a timely manner after receiving either letter we would have been happy to reach an agreeable resolution with him [redacted] provided the Revdex.com with contact information that differs from the contact information of recordHe has at no time notified us of any changes to his addressA supervisor has contacted [redacted] at the telephone number he provided to the Revdex.comA voicemail has been left with the direct extension of a supervisor that can provide him with copies of the correspondence that was sent to himAt this time, [redacted] is beyond the return period and his outstanding balance has been referred to collections therefore we are unable to accept a product returnAs long as [redacted] settles this unpaid balance with the collection agency that has contacted him within days, there will be no reported activity made to his credit reportWe anticipate these actions will serve to resolve the matterSubmitted by: Loree *C [redacted] , CPA CFO and Treasurer 440-782-LC [redacted] @vitamix.com
January 29, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No [redacted] Re: [redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Ms [redacted] ’s complaint regarding the customer service she has received regarding documentation needed to submit a request for a customs refund Ms [redacted] contacted Vitamix on January 25, and January 26, to request a picture of the box she shipped to our warehouse with her blender showingShe indicated this photograph was needed so that she could submit a customs refund requestMs [redacted] was advised that her request could not be honored; however she was not provided any explanation or offered any alternative solutions A supervisor has reached out to Ms [redacted] to advise that boxes shipped to Vitamix are destroyed in a staging area before the returned products enter the facility floor and as a result Vitamix may not be able to provide the picture she was requestingMs [redacted] was advised that if a picture could not be provided there were other supporting documents that could be given to assist her in her requestMs [redacted] has the contact information for the supervisor she spoke with and the supervisor will provide follow up documents for Ms [redacted] as needed We anticipate these actions will serve to resolve the matterSubmitted by: Loree WC [redacted] , CPA CFO and Treasurer 440-782-LC [redacted] @vitamix.com
Vita-Mix Corporation [redacted] O [redacted] ** [redacted] Response to Consumer Complaint No [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Mr [redacted] complaint regarding a warranty issueMrT [redacted] bought a Vitamix in January With this purchase, Mr T [redacted] would have received an owner’s manual, a recipe guide, and a year warranty certificate along with a motor base and blending containerHe purchased the additional dry grains container which included a cookbookMrT [redacted] called Vitamix March 15, requesting a container replacement under warranty The warranty information for MrT***’s purchase was stored in a previous data system which required additional research to verifySince making this complaint, a Vitamix supervisor has called MrT [redacted] and informed him that his warranty on his Vitamix machine expired as of January 2018, years after purchase As a courtesy, Vitamix replaced his dry grains container at no charge and informed MrT [redacted] that any future service or replacement containers will be at his own expense We anticipate these actions will serve to resolve the matterSubmitted by: [redacted]
January 16, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No [redacted] Re: [redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted] ’s complaint regarding his customer service experience after his recent purchaseMr& Mrs [redacted] contacted Vitamix customer service on December 23, to report a problem with their 11-year old VitamixAfter completing some routine troubleshooting steps, the Vitamix Customer representative was not able to determine if there was a problem with the unitThe [redacted] ’s model was out of warranty and they were presented with a variety of options regarding their machineMr [redacted] opted to purchase a new Vitamix with a Tracredit to be given in the future on the older modelMrs [redacted] completed the purchase with the Customer Representative and she was advised the new Vitamix would be shipped in 8-business daysMr [redacted] contacted Vitamix customer service on January 2, regarding the status of his orderHe advised the Customer representative at that time that he was expecting the machine in 5-daysThe Customer representative was apologetic and advised that the order was not entered in that fashionThe Customer representative also stated that the product would not be shipped until January 8, because the plant is closed for physical inventoryMr [redacted] was transferred to two supervisors and was further advised that the order would not ship until physical inventory was completed on January 8, After Mr [redacted] ’s calls, the supervisor he spoke with monitored the order and upgraded the shipping method to Next Day Air to ensure the order would be promptly delivered once shippedThe supervisor also emailed the shipping department to request that Mr [redacted] ’s order would be pulled forward once the shipping department resumed business on January 11, Mr [redacted] was not advised that these requests and changes were madeMr [redacted] ’s order was delivered to his residence on January 12, Mr [redacted] was contacted by a resolution specialist and was able to share his experienceMr [redacted] has advised us that he plans to keep the Vitamix he ordered As a measure of good faith his warranty was extendedAdditionally, a no-charge service request was made on his older model Vitamix so that he can gift it to a family memberWe anticipate these actions will serve to resolve the matterSubmitted by: Loree WC [redacted] , CPA CFO and Treasurer 440-782-LC [redacted] @vitamix.com
Vita-Mix Corporation [redacted] ** [redacted] Response to Consumer Complaint No [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Ms [redacted] complaint regarding an outstanding balance from her August 27, purchaseMsD [redacted] purchased a Vitamix utilizing our 5-payment plan methodMsD***s’ payments were scheduled to be made on 9/3/2015, 10/2/2015, 11/2/2015, 12/2/2015, and 1/1/ These payments were to be automatically drafted from the credit card account provided by MsD***Ms [redacted] order was shipped when the first payment was collectedWhen the second payment was attempted on October 2, the payment was declined by her bank with a message of Do Not HonorOnce a payment fails, our system does not continue requesting the transfer as we do not want customers to incur additional fees from their financial institutionsThe failure of this payment resulted in an open balance of $An update in our computer systems caused a lengthy delay in our delinquent account notification and as a result we did not send out a notice to MsD [redacted] reminding her of this open balance until October 12, As was stated in the letter we sent, we acknowledged and apologized for the delayed notificationWe have since reviewed our notification process and have implemented a change to improve our timing of these notifications in the futureIn the letter that was sent, MsD [redacted] was asked to contact us by November 2, to discuss the open balance or to make payment arrangementsWhen a response was not received, a final 10-day notice was sent on February 15, asking MsD [redacted] to remit payment within days to avoid collection activityMsD [redacted] contacted us on March 17, 2017, days after the final notice expiredAt that point, MsD [redacted] advised that she would like to pay the open balance, but her account had already been forwarded to the collection agencyWe provided the contact information of the collection agency and have let MsD [redacted] know that she would need to make arrangements with them at this pointMsD [redacted] has advised on several occasions that she did not open the letters that were sent to her in a timely mannerWe have advised MsD [redacted] that we would assist her further if we could, but because she did not respond to our requests her account was referred to collectionsA supervisor, as well as a Senior Finance Associate, have been in communication with MsD [redacted] and advised that while we cannot accept her payment directly, she can pay with the collection agency within days to avoid an impact to her credit ratingWe anticipate these actions will serve to resolve the matterSubmitted by: Loree W [redacted] CFO and Treasurer 440- [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My concern was addressed by the businessKindly close it as "customer satisfied"The business rep was very nice and had the item delivered quickly to me Thanks, [redacted] Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and although my intentions were not to gain anything in addition to my paid order, I cannot complain about receiving one additional year warranty for a product I will be using every dayI am satisfied with this resolutionI hope to see much more improved customer service in any future dealings I will have with the Vitamix Corporation Regards, [redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted] ’s complaint regarding the performance of her newly acquired reconditioned machine. Ms. [redacted] contacted our customer service representative on August 24, 2015 to inform us that the container was not blending... the ingredients properly. At that time, we issued a replacement order to send a replacement container to Ms. [redacted] with instructions to send the old container back to us. Unfortunately, however, we discovered that the replacement order was set up incorrectly and Ms. [redacted] did not receive the replacement container. Vitamix would like to exchange Ms. [redacted] ’s reconditioned Vitamix machine with a new Vitamix 5200 as a courtesy to Ms. [redacted] to solve the issue. A customer service representative reached out to Ms. [redacted] and left a voicemail message to contact us in order to assist with the exchange process. We anticipate these actions will serve to resolve the matter. Submitted by: [redacted] CFO and Treasurer
Vita-Mix Corporation (“Vitamix”) is responding to [redacted] ’s review and Revdex.com complaint dated December 3, Mrs [redacted] contacted Vitamix via email in June when we were experiencing higher than email volume as a result of a system upgradeHer most recent email dated December 1, was answered within 48-business hoursWe have assured Mrs [redacted] that we are happy to honor her warranty and have created a service order on her behalf in order to send in her Vitamix machine free of chargeWe anticipate these actions will resolve the matter.Submitted by: [redacted] ***CFO and Treasurer440-782-[redacted]
August 24, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No [redacted] , [redacted] , [redacted] Re: [redacted] [redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is submitting one response to complaint numbers [redacted] , [redacted] , and [redacted] because all orders at issue (numbers [redacted] , [redacted] , and [redacted] ) were placed on the same day with the same addressVitamix previously identified this address as being a Vitamix dealer based on the volume of orders being shipped there and because an individual at this address informed Vitamix that he was purchasing blenders for resale Vitamix informed the individual at this address that he could apply to become an authorized Vitamix dealer or corporate account customerOn August 1, 2016, three orders were placed with this address Due to the fact that Vitamix had previously identified this address as a potential dealer or corporate account that would need to purchase products through our authorized dealer or corporate account programs, Vitamix cancelled these orders because they were not purchased through the proper dealer or corporate account channels Vitamix did not charge any credit card for these orders, and no blenders were shipped as a result of these orders Vitamix remains willing to sell the blenders these individuals attempted to purchase on August 1, 2016, as long as they are not for re-saleWe have attempted to contact the customer via telephone and emailIf these customers would like to complete these purchases, they should contact Becky P [redacted] at 440-782- Furthermore, these individuals should consider applying to be an authorized dealer or corporate account They should contact Vitamix’s dealer department or corporate account department for more information We anticipate these actions will serve to resolve the matterSubmitted by: Loree WC [redacted] , CPA CFO and Treasurer 440-782-LC [redacted] @vitamix.com
Vita-Mix Corporation (“Vitamix”) is responding to Ms [redacted] ’ complaint regarding the purchasing experience she had on November 27, Ms [redacted] attempted to place an order on-line for a Certified Reconditioned Standard Programs Vitamix that was being offered for a sale price of $plus taxDuring her checkout process, Ms [redacted] states that she attempted to add a promotional code for an additional 25% offThis code would have also offered the customer Free ShippingDuring the timeframe that Ms [redacted] was placing her order, Vitamix was offering a Black Friday promotion that included Free Standard ShippingAdding a code at checkout was a conflict in the system and resulted in a decline in the order verification processes because Vitamix coupons and special offers cannot be combined as is standard coupon practice.Ms [redacted] states that she thought she had made an error entering her payment information so she made multiple attempts including providing an alternate cardShe contacted Vitamix and was advised that the order was more than likely failing as a result of combining discountsMs [redacted] states that she made one final attempt to process the order and it failed againThe customer contacted Vitamix a second time on November 27, and inquired about the charges on her accountMs [redacted] was advised that any charges she is seeing are pre-authorization holds that were placed during the verification phaseThe customer was told that the holds would be released in 3-business days and that she would need to check with her bank to verify their hold terms None of Ms [redacted] ’ cards were charged because none of her orders were successfully placedA supervisor reached out to Ms [redacted] on December 1, and December 2, Two voicemails were left asking the customer to return the call regarding her experienceIt is the intention of Vitamix to make the exception to honor both the Black Friday promotion and the 25% discount as a good faith gesture and one-time courtesy offer We will be happy to place a new order through the Supervisor who has reached out to Ms [redacted] , as our website will not process a combination of discountsWe anticipate these actions will serve to resolve the matter.Submitted by: [redacted] ***CFO and Treasurer440-782-[redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted] ’s complaint regarding the order status of his Vitamix 5200 machine. Our customer service center supervisor contacted Mr. [redacted] via phone on May 21, 2015 to confirm information for shipping. Mr. [redacted] ... indicated that he is leaving the country May 22, 2105 and would like the machine shipped to an alternate address. Email confirmation was sent and Mr. [redacted] was advised that his order was shipped on May 22, 2015 via UPS and would be delivered on May 27, 2015 to his alternate address. We anticipate these actions will serve to resolve the matter. Submitted by: [redacted] CFO and Treasurer
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. I did receive a voicemail from the company advising they would like to resolve the matter with me. I will be reaching out soon. Regards, [redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Mr&
Mrs*** ***’s complaint regarding our offer to process a refund for
their Vitamix. The ***’s were
contacted and messages were left on October 5, 2015, October 13, 2015, and
October 15, 2015.
Mr*** returned a call to the manager handling his
request on October 15, During that call, Mr*** accepted the offer
to return the Vitamix for a refund of $Mr*** requested that we
do not send UPS to pick up his machine until Tuesday October 20, citing
that he needs to continue using the machine for a while longerMr***
was advised that we would schedule the pick up as he requested and that his
refund check would be processed on Wednesday October 21, and mailed no
later than Thursday October 22,
We anticipate
these actions will serve to resolve the matter
Submitted
by:
*** ** *** ***
CFO
and Treasurer
***
***
Vita-Mix Corporation *** *** ***
*** *** ** *** Response to Consumer Complaint No*** Vita-Mix Corporation (“Vitamix”) is responding to *** *** *** *complaint regarding a refund or exchange*** *** has been a customer of Vitamix since April
19, when she placed an order online for a Professional *** *** called several times over the first few days of placing the orderShe first requested to cancel the order before calling on April 20, and requesting to keep the order openEach time she called, the customer service team acted promptly to honor her requests and address her questions*** *** called on April 21, after receiving the Vitamix that was shipped to herShe reported at that time that the machine did not seem to be working properly*** *** was offered an exchangeFor the inconvenience she experienced, the customer service agent approved to have a replacement be shipped before her machine was actually returnedThe customer service agent also offered a complimentary smoothie cup to be shipped separately as a measure of good faithOn April 24, *** *** called in for a status of the replacement orderShe was advised that the order was shipped and was given the tracking information for the courier, ***At that time, *** *** was advised that the product had just left the warehouse and it could take up to hours for the *** website to provide accurate tracking information*** *** called on April 25, to report that she did not receive her replacement packageShe was advised that a *** investigation would be started and that once the investigation was completed, normally within 7-days, we would be able to send out a replacement to a different address since *** packages are not delivered with signature required*** *** advised that there was not an alternate family or work address that she could ship toOn April 26, *** *** again called Vitamix about the investigation status. In an effort to reassure *** *** that we were committed to resolving the matter, a Team Lead contacted her to see what more could be done and to provide her with the process of the investigation*** *** stated that she was upset that signature was not required for the replacement, as was stated in this complaintWe understand that *** *** feels that a signature should have been required, but it has been a business decision for many years to not ship in that manner unless requested*** *** was aware that signatures were not required for delivery as her first package that was received was shipped the same wayAs she was talking with a Team Lead, *** *** began requesting a refundThe Team Lead advised her that she should contact her credit card agency for assistance with disputing the charge because the package shows being delivered and as a result the order was satisfiedWithout a product to return or without notification that the order was not delivered, there would be no way a refund could be issued*** *** called back on April and advised that she had been calling with her credit card company on the line so that she could dispute the charge with the credit providerShe advised that because of the long hold time, the credit card company had disconnected the call at their endAt that time a supervisor took over the callThe supervisor advised *** *** that if she is filing a dispute with her credit card company they would not need to speak with Vitamix directly, but she was happy to provide her extension number which could be shared with the credit providerNotes on the account indicate that the supervisor called *** *** on April after receiving a call from the shipping courierThe notes indicated that *** *** had given the courier the supervisor’s extension to have them advise Vitamix that the claim was closed and recorded as the product being successfully deliveredThe supervisor advised that she could now send a replacement but *** *** stated that she wanted a refund instead*** *** was then reminded that without a product return and with delivery confirmation, no refund could be issued*** *** was advised to contact her credit card company and file a dispute with them indicating that she did not receive the product*** *** advised the supervisor that she would do that on the following dayTo date, no dispute has been submitted by the credit card company and therefore no chargeback has been issued*** *** did leave a voicemail for the supervisor mentioned in the complaint on Sunday April 30, The office was closed at that time and the supervisor was out of the office for several days following the voicemailA return call was made and a voicemail was left when the supervisor returned on May 3, It is possible that any emails sent by *** *** have not been responded to as the customer service team is currently experiencing high email volume based on current Mother’s Day promotions and recent product launchesWe do apologize for the delayTracking information for the smoothie cup shows that it was shipped on April 28, and was delivered on May 3, by *** ***tAt this time, we are waiting for *** *** to contact us regarding what she wishes to do concerning her replacement Vitamix as she has repeatedly advised that she did not want a replacement and was looking for a refund insteadWe anticipate these actions will serve to resolve the matterSubmitted by: Loree ** *** ***
*** *** ***
***
***
August 24, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No*** *** *** Re: *** ***
*** *** *** *** ** *** ** *** ** *** Vita-Mix Corporation (“Vitamix”) is submitting one response to complaint numbers ***, ***, and *** because all orders at issue (numbers *** ***, and ***) were placed on the same day with the same addressVitamix previously identified this address as being a Vitamix dealer based on the volume of orders being shipped there and because an individual at this address informed Vitamix that he was purchasing blenders for resale. Vitamix informed the individual at this address that he could apply to become an authorized Vitamix dealer or corporate account customerOn August 1, 2016, three orders were placed with this address. Due to the fact that Vitamix had previously identified this address as a potential dealer or corporate account that would need to purchase products through our authorized dealer or corporate account programs, Vitamix cancelled these orders because they were not purchased through the proper dealer or corporate account channels. Vitamix did not charge any credit card for these orders, and no blenders were shipped as a result of these orders. Vitamix remains willing to sell the blenders these individuals attempted to purchase on August 1, 2016, as long as they are not for re-saleWe have attempted to contact the customer via telephone and emailIf these customers would like to complete these purchases, they should contact Becky P*** at 440-782-2301. Furthermore, these individuals should consider applying to be an authorized dealer or corporate account. They should contact Vitamix’s dealer department or corporate account department for more information We anticipate these actions will serve to resolve the matterSubmitted by: Loree WC***, CPA CFO and Treasurer 440-782-LC***@vitamix.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Vita-Mix Corporation (“Vitamix”) is responding to [redacted] ’s complaint regarding the shipping status of order number [redacted] [redacted] ’s original order was placed as a web order on November 27, with standard delivery, which is quoted as being within 8- business daysThe order number was [redacted] On December 7, [redacted] requested that order [redacted] be cancelled as he placed a new order using a coupon code and expedited shipping on December 5, Vitamix quotes expedited shipping as being delivered within 3-business days.The order was entered as a priority order that was scheduled to ship on December 7, however due to high demand there was no available inventory to fulfill the orderThis order was built and shipped with Fed Ex on December 12, The tracking number is [redacted] It may take up to 48-business hours for the tracking number to be active and viewableA supervisor from Vitamix has reached out to [redacted] and advised him of the delay and his Vitamix warranty has been extended due to the inconvenience.We anticipate these actions will serve to resolve the matter.Submitted by: [redacted] ***CFO and Treasurer440-782-[redacted]
Revdex.com: 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, [redacted]
January 28, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No [redacted] Re: [redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Mr [redacted] complaint regarding a problem with his Vitamix machine Mr [redacted] contacted Vitamix on March 11, to request a repair on his VitamixThe warranty on his Vitamix had expired on September 18, Mr [redacted] was charged for the repair and was advised at that time the Vitamix repairs would be warranted for monthsWhen Mr [redacted] called Vitamix again on January 26, to report that his machine had overheated he was advised that there was no warranty remaining and was quoted the cost to have a repair completed A supervisor has reached out to Mr [redacted] to discuss his service optionsAs a measure of good faith, a one-time courtesy repair was offered to Mr [redacted] because his repair warranty had just expired We anticipate these actions will serve to resolve the matterSubmitted by: Loree WC [redacted] , CPA CFO and Treasurer 440-782-LC [redacted] @vitamix.com
Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted] ’ complaint regarding a billing concern [redacted] purchased a Vitamix direct from our online website on January 22, [redacted] completed his transaction by selecting a 5-payment plan optionHis first payment of $was successfully captured on January 28, when the order shippedThis left an unpaid balance of $and four remaining payments with due dates of: February 27, 2016; April 27, 2016; March 28, 2016; and May 27, On February 27, we received an electronic message that the authorization or payment failed due to invalid credit card informationAt no time between the failed payment on February 27, to May 27, did [redacted] contact Vitamix to inquire why his payments were not being drafted from his accountAn update in our computer systems caused a lengthy delay in our delinquent account notification and as a result we did not send out a notice to [redacted] reminding him of this open balance until November 21, At that time, we sent a letter to the address of recordAs was stated in the letter, we acknowledged and apologized for the delayed notificationWe have since reviewed our notification process and have implemented a change to improve our timing of these notifications in the future [redacted] was asked to contact us within days to discuss the open balance or to make payment arrangementsWhen a response was not received, a final notice was sent to the address of record on February 23, asking [redacted] to remit payment within days to avoid collection activity [redacted] was provided with a phone number, mailing address, and email address to contact us directlyHad [redacted] reached us in a timely manner after receiving either letter we would have been happy to reach an agreeable resolution with him [redacted] provided the Revdex.com with contact information that differs from the contact information of recordHe has at no time notified us of any changes to his addressA supervisor has contacted [redacted] at the telephone number he provided to the Revdex.comA voicemail has been left with the direct extension of a supervisor that can provide him with copies of the correspondence that was sent to himAt this time, [redacted] is beyond the return period and his outstanding balance has been referred to collections therefore we are unable to accept a product returnAs long as [redacted] settles this unpaid balance with the collection agency that has contacted him within days, there will be no reported activity made to his credit reportWe anticipate these actions will serve to resolve the matterSubmitted by: Loree *C [redacted] , CPA CFO and Treasurer 440-782-LC [redacted] @vitamix.com
January 29, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No [redacted] Re: [redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Ms [redacted] ’s complaint regarding the customer service she has received regarding documentation needed to submit a request for a customs refund Ms [redacted] contacted Vitamix on January 25, and January 26, to request a picture of the box she shipped to our warehouse with her blender showingShe indicated this photograph was needed so that she could submit a customs refund requestMs [redacted] was advised that her request could not be honored; however she was not provided any explanation or offered any alternative solutions A supervisor has reached out to Ms [redacted] to advise that boxes shipped to Vitamix are destroyed in a staging area before the returned products enter the facility floor and as a result Vitamix may not be able to provide the picture she was requestingMs [redacted] was advised that if a picture could not be provided there were other supporting documents that could be given to assist her in her requestMs [redacted] has the contact information for the supervisor she spoke with and the supervisor will provide follow up documents for Ms [redacted] as needed We anticipate these actions will serve to resolve the matterSubmitted by: Loree WC [redacted] , CPA CFO and Treasurer 440-782-LC [redacted] @vitamix.com
Vita-Mix Corporation [redacted] O [redacted] ** [redacted] Response to Consumer Complaint No [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Mr [redacted] complaint regarding a warranty issueMrT [redacted] bought a Vitamix in January With this purchase, Mr T [redacted] would have received an owner’s manual, a recipe guide, and a year warranty certificate along with a motor base and blending containerHe purchased the additional dry grains container which included a cookbookMrT [redacted] called Vitamix March 15, requesting a container replacement under warranty The warranty information for MrT***’s purchase was stored in a previous data system which required additional research to verifySince making this complaint, a Vitamix supervisor has called MrT [redacted] and informed him that his warranty on his Vitamix machine expired as of January 2018, years after purchase As a courtesy, Vitamix replaced his dry grains container at no charge and informed MrT [redacted] that any future service or replacement containers will be at his own expense We anticipate these actions will serve to resolve the matterSubmitted by: [redacted]
January 16, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No [redacted] Re: [redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted] ’s complaint regarding his customer service experience after his recent purchaseMr& Mrs [redacted] contacted Vitamix customer service on December 23, to report a problem with their 11-year old VitamixAfter completing some routine troubleshooting steps, the Vitamix Customer representative was not able to determine if there was a problem with the unitThe [redacted] ’s model was out of warranty and they were presented with a variety of options regarding their machineMr [redacted] opted to purchase a new Vitamix with a Tracredit to be given in the future on the older modelMrs [redacted] completed the purchase with the Customer Representative and she was advised the new Vitamix would be shipped in 8-business daysMr [redacted] contacted Vitamix customer service on January 2, regarding the status of his orderHe advised the Customer representative at that time that he was expecting the machine in 5-daysThe Customer representative was apologetic and advised that the order was not entered in that fashionThe Customer representative also stated that the product would not be shipped until January 8, because the plant is closed for physical inventoryMr [redacted] was transferred to two supervisors and was further advised that the order would not ship until physical inventory was completed on January 8, After Mr [redacted] ’s calls, the supervisor he spoke with monitored the order and upgraded the shipping method to Next Day Air to ensure the order would be promptly delivered once shippedThe supervisor also emailed the shipping department to request that Mr [redacted] ’s order would be pulled forward once the shipping department resumed business on January 11, Mr [redacted] was not advised that these requests and changes were madeMr [redacted] ’s order was delivered to his residence on January 12, Mr [redacted] was contacted by a resolution specialist and was able to share his experienceMr [redacted] has advised us that he plans to keep the Vitamix he ordered As a measure of good faith his warranty was extendedAdditionally, a no-charge service request was made on his older model Vitamix so that he can gift it to a family memberWe anticipate these actions will serve to resolve the matterSubmitted by: Loree WC [redacted] , CPA CFO and Treasurer 440-782-LC [redacted] @vitamix.com
Vita-Mix Corporation [redacted] ** [redacted] Response to Consumer Complaint No [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Ms [redacted] complaint regarding an outstanding balance from her August 27, purchaseMsD [redacted] purchased a Vitamix utilizing our 5-payment plan methodMsD***s’ payments were scheduled to be made on 9/3/2015, 10/2/2015, 11/2/2015, 12/2/2015, and 1/1/ These payments were to be automatically drafted from the credit card account provided by MsD***Ms [redacted] order was shipped when the first payment was collectedWhen the second payment was attempted on October 2, the payment was declined by her bank with a message of Do Not HonorOnce a payment fails, our system does not continue requesting the transfer as we do not want customers to incur additional fees from their financial institutionsThe failure of this payment resulted in an open balance of $An update in our computer systems caused a lengthy delay in our delinquent account notification and as a result we did not send out a notice to MsD [redacted] reminding her of this open balance until October 12, As was stated in the letter we sent, we acknowledged and apologized for the delayed notificationWe have since reviewed our notification process and have implemented a change to improve our timing of these notifications in the futureIn the letter that was sent, MsD [redacted] was asked to contact us by November 2, to discuss the open balance or to make payment arrangementsWhen a response was not received, a final 10-day notice was sent on February 15, asking MsD [redacted] to remit payment within days to avoid collection activityMsD [redacted] contacted us on March 17, 2017, days after the final notice expiredAt that point, MsD [redacted] advised that she would like to pay the open balance, but her account had already been forwarded to the collection agencyWe provided the contact information of the collection agency and have let MsD [redacted] know that she would need to make arrangements with them at this pointMsD [redacted] has advised on several occasions that she did not open the letters that were sent to her in a timely mannerWe have advised MsD [redacted] that we would assist her further if we could, but because she did not respond to our requests her account was referred to collectionsA supervisor, as well as a Senior Finance Associate, have been in communication with MsD [redacted] and advised that while we cannot accept her payment directly, she can pay with the collection agency within days to avoid an impact to her credit ratingWe anticipate these actions will serve to resolve the matterSubmitted by: Loree W [redacted] CFO and Treasurer 440- [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My concern was addressed by the businessKindly close it as "customer satisfied"The business rep was very nice and had the item delivered quickly to me Thanks, [redacted] Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and although my intentions were not to gain anything in addition to my paid order, I cannot complain about receiving one additional year warranty for a product I will be using every dayI am satisfied with this resolutionI hope to see much more improved customer service in any future dealings I will have with the Vitamix Corporation Regards, [redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted] ’s complaint regarding the performance of her newly acquired reconditioned machine. Ms. [redacted] contacted our customer service representative on August 24, 2015 to inform us that the container was not blending... the ingredients properly. At that time, we issued a replacement order to send a replacement container to Ms. [redacted] with instructions to send the old container back to us. Unfortunately, however, we discovered that the replacement order was set up incorrectly and Ms. [redacted] did not receive the replacement container. Vitamix would like to exchange Ms. [redacted] ’s reconditioned Vitamix machine with a new Vitamix 5200 as a courtesy to Ms. [redacted] to solve the issue. A customer service representative reached out to Ms. [redacted] and left a voicemail message to contact us in order to assist with the exchange process. We anticipate these actions will serve to resolve the matter. Submitted by: [redacted] CFO and Treasurer
Vita-Mix Corporation (“Vitamix”) is responding to [redacted] ’s review and Revdex.com complaint dated December 3, Mrs [redacted] contacted Vitamix via email in June when we were experiencing higher than email volume as a result of a system upgradeHer most recent email dated December 1, was answered within 48-business hoursWe have assured Mrs [redacted] that we are happy to honor her warranty and have created a service order on her behalf in order to send in her Vitamix machine free of chargeWe anticipate these actions will resolve the matter.Submitted by: [redacted] ***CFO and Treasurer440-782-[redacted]
August 24, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No [redacted] , [redacted] , [redacted] Re: [redacted] [redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is submitting one response to complaint numbers [redacted] , [redacted] , and [redacted] because all orders at issue (numbers [redacted] , [redacted] , and [redacted] ) were placed on the same day with the same addressVitamix previously identified this address as being a Vitamix dealer based on the volume of orders being shipped there and because an individual at this address informed Vitamix that he was purchasing blenders for resale Vitamix informed the individual at this address that he could apply to become an authorized Vitamix dealer or corporate account customerOn August 1, 2016, three orders were placed with this address Due to the fact that Vitamix had previously identified this address as a potential dealer or corporate account that would need to purchase products through our authorized dealer or corporate account programs, Vitamix cancelled these orders because they were not purchased through the proper dealer or corporate account channels Vitamix did not charge any credit card for these orders, and no blenders were shipped as a result of these orders Vitamix remains willing to sell the blenders these individuals attempted to purchase on August 1, 2016, as long as they are not for re-saleWe have attempted to contact the customer via telephone and emailIf these customers would like to complete these purchases, they should contact Becky P [redacted] at 440-782- Furthermore, these individuals should consider applying to be an authorized dealer or corporate account They should contact Vitamix’s dealer department or corporate account department for more information We anticipate these actions will serve to resolve the matterSubmitted by: Loree WC [redacted] , CPA CFO and Treasurer 440-782-LC [redacted] @vitamix.com
Vita-Mix Corporation (“Vitamix”) is responding to Ms [redacted] ’ complaint regarding the purchasing experience she had on November 27, Ms [redacted] attempted to place an order on-line for a Certified Reconditioned Standard Programs Vitamix that was being offered for a sale price of $plus taxDuring her checkout process, Ms [redacted] states that she attempted to add a promotional code for an additional 25% offThis code would have also offered the customer Free ShippingDuring the timeframe that Ms [redacted] was placing her order, Vitamix was offering a Black Friday promotion that included Free Standard ShippingAdding a code at checkout was a conflict in the system and resulted in a decline in the order verification processes because Vitamix coupons and special offers cannot be combined as is standard coupon practice.Ms [redacted] states that she thought she had made an error entering her payment information so she made multiple attempts including providing an alternate cardShe contacted Vitamix and was advised that the order was more than likely failing as a result of combining discountsMs [redacted] states that she made one final attempt to process the order and it failed againThe customer contacted Vitamix a second time on November 27, and inquired about the charges on her accountMs [redacted] was advised that any charges she is seeing are pre-authorization holds that were placed during the verification phaseThe customer was told that the holds would be released in 3-business days and that she would need to check with her bank to verify their hold terms None of Ms [redacted] ’ cards were charged because none of her orders were successfully placedA supervisor reached out to Ms [redacted] on December 1, and December 2, Two voicemails were left asking the customer to return the call regarding her experienceIt is the intention of Vitamix to make the exception to honor both the Black Friday promotion and the 25% discount as a good faith gesture and one-time courtesy offer We will be happy to place a new order through the Supervisor who has reached out to Ms [redacted] , as our website will not process a combination of discountsWe anticipate these actions will serve to resolve the matter.Submitted by: [redacted] ***CFO and Treasurer440-782-[redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted] ’s complaint regarding the order status of his Vitamix 5200 machine. Our customer service center supervisor contacted Mr. [redacted] via phone on May 21, 2015 to confirm information for shipping. Mr. [redacted] ... indicated that he is leaving the country May 22, 2105 and would like the machine shipped to an alternate address. Email confirmation was sent and Mr. [redacted] was advised that his order was shipped on May 22, 2015 via UPS and would be delivered on May 27, 2015 to his alternate address. We anticipate these actions will serve to resolve the matter. Submitted by: [redacted] CFO and Treasurer
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. I did receive a voicemail from the company advising they would like to resolve the matter with me. I will be reaching out soon. Regards, [redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Mr&
Mrs*** ***’s complaint regarding our offer to process a refund for
their Vitamix. The ***’s were
contacted and messages were left on October 5, 2015, October 13, 2015, and
October 15, 2015.
Mr*** returned a call to the manager handling his
request on October 15, During that call, Mr*** accepted the offer
to return the Vitamix for a refund of $Mr*** requested that we
do not send UPS to pick up his machine until Tuesday October 20, citing
that he needs to continue using the machine for a while longerMr***
was advised that we would schedule the pick up as he requested and that his
refund check would be processed on Wednesday October 21, and mailed no
later than Thursday October 22,
We anticipate
these actions will serve to resolve the matter
Submitted
by:
*** ** *** ***
CFO
and Treasurer
***
***
Vita-Mix Corporation *** *** ***
*** *** ** *** Response to Consumer Complaint No*** Vita-Mix Corporation (“Vitamix”) is responding to *** *** *** *complaint regarding a refund or exchange*** *** has been a customer of Vitamix since April
19, when she placed an order online for a Professional *** *** called several times over the first few days of placing the orderShe first requested to cancel the order before calling on April 20, and requesting to keep the order openEach time she called, the customer service team acted promptly to honor her requests and address her questions*** *** called on April 21, after receiving the Vitamix that was shipped to herShe reported at that time that the machine did not seem to be working properly*** *** was offered an exchangeFor the inconvenience she experienced, the customer service agent approved to have a replacement be shipped before her machine was actually returnedThe customer service agent also offered a complimentary smoothie cup to be shipped separately as a measure of good faithOn April 24, *** *** called in for a status of the replacement orderShe was advised that the order was shipped and was given the tracking information for the courier, ***At that time, *** *** was advised that the product had just left the warehouse and it could take up to hours for the *** website to provide accurate tracking information*** *** called on April 25, to report that she did not receive her replacement packageShe was advised that a *** investigation would be started and that once the investigation was completed, normally within 7-days, we would be able to send out a replacement to a different address since *** packages are not delivered with signature required*** *** advised that there was not an alternate family or work address that she could ship toOn April 26, *** *** again called Vitamix about the investigation status. In an effort to reassure *** *** that we were committed to resolving the matter, a Team Lead contacted her to see what more could be done and to provide her with the process of the investigation*** *** stated that she was upset that signature was not required for the replacement, as was stated in this complaintWe understand that *** *** feels that a signature should have been required, but it has been a business decision for many years to not ship in that manner unless requested*** *** was aware that signatures were not required for delivery as her first package that was received was shipped the same wayAs she was talking with a Team Lead, *** *** began requesting a refundThe Team Lead advised her that she should contact her credit card agency for assistance with disputing the charge because the package shows being delivered and as a result the order was satisfiedWithout a product to return or without notification that the order was not delivered, there would be no way a refund could be issued*** *** called back on April and advised that she had been calling with her credit card company on the line so that she could dispute the charge with the credit providerShe advised that because of the long hold time, the credit card company had disconnected the call at their endAt that time a supervisor took over the callThe supervisor advised *** *** that if she is filing a dispute with her credit card company they would not need to speak with Vitamix directly, but she was happy to provide her extension number which could be shared with the credit providerNotes on the account indicate that the supervisor called *** *** on April after receiving a call from the shipping courierThe notes indicated that *** *** had given the courier the supervisor’s extension to have them advise Vitamix that the claim was closed and recorded as the product being successfully deliveredThe supervisor advised that she could now send a replacement but *** *** stated that she wanted a refund instead*** *** was then reminded that without a product return and with delivery confirmation, no refund could be issued*** *** was advised to contact her credit card company and file a dispute with them indicating that she did not receive the product*** *** advised the supervisor that she would do that on the following dayTo date, no dispute has been submitted by the credit card company and therefore no chargeback has been issued*** *** did leave a voicemail for the supervisor mentioned in the complaint on Sunday April 30, The office was closed at that time and the supervisor was out of the office for several days following the voicemailA return call was made and a voicemail was left when the supervisor returned on May 3, It is possible that any emails sent by *** *** have not been responded to as the customer service team is currently experiencing high email volume based on current Mother’s Day promotions and recent product launchesWe do apologize for the delayTracking information for the smoothie cup shows that it was shipped on April 28, and was delivered on May 3, by *** ***tAt this time, we are waiting for *** *** to contact us regarding what she wishes to do concerning her replacement Vitamix as she has repeatedly advised that she did not want a replacement and was looking for a refund insteadWe anticipate these actions will serve to resolve the matterSubmitted by: Loree ** *** ***
*** *** ***
***
***
August 24, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No*** *** *** Re: *** ***
*** *** *** *** ** *** ** *** ** *** Vita-Mix Corporation (“Vitamix”) is submitting one response to complaint numbers ***, ***, and *** because all orders at issue (numbers *** ***, and ***) were placed on the same day with the same addressVitamix previously identified this address as being a Vitamix dealer based on the volume of orders being shipped there and because an individual at this address informed Vitamix that he was purchasing blenders for resale. Vitamix informed the individual at this address that he could apply to become an authorized Vitamix dealer or corporate account customerOn August 1, 2016, three orders were placed with this address. Due to the fact that Vitamix had previously identified this address as a potential dealer or corporate account that would need to purchase products through our authorized dealer or corporate account programs, Vitamix cancelled these orders because they were not purchased through the proper dealer or corporate account channels. Vitamix did not charge any credit card for these orders, and no blenders were shipped as a result of these orders. Vitamix remains willing to sell the blenders these individuals attempted to purchase on August 1, 2016, as long as they are not for re-saleWe have attempted to contact the customer via telephone and emailIf these customers would like to complete these purchases, they should contact Becky P*** at 440-782-2301. Furthermore, these individuals should consider applying to be an authorized dealer or corporate account. They should contact Vitamix’s dealer department or corporate account department for more information We anticipate these actions will serve to resolve the matterSubmitted by: Loree WC***, CPA CFO and Treasurer 440-782-LC***@vitamix.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***