I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
vitamix and its representative continue to shoulder no blame for their negligenceI chose a payment plan so that I did not have to make timely payments to the companyIt was their responsibility to debit themIf there were a problem, I was not properly notified due to their negligenceI also did not update my info because as far as I knew, the transaction was completed and no further action was requiredMy address did change and I did not receive any lettersThe company had my phone and email and neglected to contact me in either formThey also only sent a letter by regular mailIf they would have sent it and requested an address change, or sent it certified and requested a return receipt, this wouldn't be an issueFurther, it's not and should not be my responsibility to ensure the company is debiting my accountThis is their responsibility to do soI will amicably resolve the issue with vitamix, not a collections agencyIf they wish to speak about a resolution and agree to cease collection efforts, I will agree to thatBut in no way will I speak to a collections agency when I shouldn't be in collectionsIf vitamix still insists I speak to a collection agency, I will pursue legal counsel to litigate the matter.
Regards,
*** ***
Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No*** Vita-Mix Corporation (“Vitamix”) is responding to *** *** ***’ follow up message regarding a billing concern*** *** was contacted by telephone on May 17, at the telephone number he provided to the Revdex.comA voicemail was left for him that included the contact information of the supervisor that can address his concerns and accept payment arrangements*** *** has not yet returned that callWe understand the frustration this has caused *** *** and would like to assure him that Vitamix followed all debt collection laws when attempting to collect this outstanding balance*** *** states he was not aware that his payments were not made which is why he did not notify Vitamix that his address had changedVitamix is committed to working with *** *** to resolve this matter, and we look forward to having him return the calls that have been made to himA second voicemail has been left at the daytime number provided in the complaintIn order to settle this balance with Vitamix, *** *** will need to return the call and be prepared to pay the balance in full by June 23, to ensure ample time for account transfer and payment processing before the debt is published to his credit reportWe anticipate these actions will serve to resolve the matterSubmitted by: Loree *C***, CPA CFO and Treasurer 440-782-LC***@vitamix.com
May 3, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No*** Re: *** *** ***
*** ***
*** ** *** Vita-Mix Corporation (“Vitamix”) is responding to Mr*** ***’s complaint regarding the shipping of order ***. On Saturday April 23, Mr*** placed an order on the Vitamix website for several itemsDuring the checkout phase of his purchase Mr*** was given the option to select between ‘Standard Shipping’ with a quoted delivery range of 8-business days or ‘Priority Shipping’ with a quoted range of 3-business daysMr*** selected standard shippingThe FAQ-Order portion of the Vitamix website further explains shipping and delivery timeframesCustomers are advised in the FAQ’s that these timeframes are not guarantees and are estimates subject to product availability, destination address, and the shipping method selectedAdditionally, in the case of standard shipping, the timeframe is broken down to identify that the order will generally ship in 7-business days with delivery being made in 8-business daysMr*** emailed Vitamix on April 25, regarding the shipping status of his orderOn April 26, Mr*** was advised that his selection of standard shipping would result in his Vitamix being delivered in 8-business daysHe was advised that he would receive tracking information via email once the order shippedOn April 27, Mr*** responded and advised that he was unhappy with the Vitamix shipping process and he further inquired why his order had not yet been deliveredOn April 30, a Vitamix representative responded to Mr***’s inquiry restating that the order would be delivered in 8-business daysThe representative also provided a link to the FAQ-Order web page and restated the delivery timeframesAt the time of that response, the order was in its 5th business day and he was advised that the order should be shipping on May 2, On May 3, Mr*** emailed Paypal to state that he had not been provided with a detailed explanation on why his order had not shippedA supervisor attempted to reach out to Mr*** via telephone to provide a current order status and address any outstanding concernsThe supervisor left a voicemail to advise that Mr***’s order had shipped as of May 3, via *** **The supervisor left the tracking information for the delivery and advised that the order had been fulfilled in accordance with the quoted shipping timeframeIt was not possible to change the shipping method as Mr*** requested in his complaint as the order had already entered the shipping phaseMr*** was provided with the name and contact information for the Contact Center supervisor should he have additional questionsWe anticipate these actions will serve to resolve the matterSubmitted by: Loree WC***, CPA
I would love to have the bender replaced and continue my monthly paymentsI would like to either have topick it up at *** *** or have it delivered with a signature I can not find it locally so you are the only place to get it from. I will let my my credit card company know that this is what I have requestedCould you please email me a tracking number so I can track it. also I did receive the cup today
Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No*** Vita-Mix Corporation (“Vitamix”) is responding to *** *** *** complaint regarding a billing concern*** *** purchased a Vitamix at a demonstration booth on
September 25, *** *** made a $down payment and agreed to the remaining balance being divided into additional payments to be automatically collected on 11/10/2015, 12/10/2015, 1/9/2016, and 2/8/*** *** took the product home with him after the authorization was approved at the showThis resulted in an outstanding 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 *** *** reminding him of this open balance until October 13, 2016. 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, *** 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 on February 16, asking *** *** to remit payment within days to avoid collection activity*** was provided with a phone number, mailing address, and email address to contact us directlyHad *** *** reached us in a timely manner after receiving either letter we would have been happy to reach an agreeable resolution with himOur records show that *** *** has paid the collection agency and did so promptly which ensured there will be no impact to his credit rating and his 8-year Vitamix warranty remains in tactWe anticipate these actions will serve to resolve the matterSubmitted by: Loree W*** ***
*** *** ***
***
***
August 24, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No*** *** *** Re: *** ***
*** *** *** *** ** *** ** Rochester, NH Vita-Mix Corporation (“Vitamix”) is submitting one response to complaint numbers *** *** *** *** because all orders at issue (numbers o27667253, o89178257, and o8971937) 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 Prince 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: L*** *C*** CPA *** *** *** ***
***
Vita-Mix Corporation (“Vitamix”) is responding to *** ***’s complaint regarding the shipping status of order number o***’s order was placed online on December 6, with expedited deliveryThe quoted delivery window was posted as 3-business daysThe 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 orderAt this time, we have contacted *** and advised that her order has shipped via Next Day AirWe have also added an extended warranty to the order for the inconvenience Ms*** experiencedWe anticipate these actions will serve to resolve the matterSubmitted by: *** ** *** *** CFO and Treasurer 440-782-
June 30,
Vita-Mix Corporation
Usher Road
Olmsted Township, OH
Response to Revdex.com Requests for more information
Vita-Mix Corporation (“Vitamix”) is responding to Mr***’s
complaint regarding about *** ***, the retail dealer where he
purchased the Vitamix machine, issuing him creditMr*** was advised
that once our retail dealer has received the base and the container back Harvest
*** will issue Mr*** a credit for the purchase amountMr
*** spoke with one of our customer service supervisors and is comfortable
with this course of action
We
anticipate these actions will serve to resolve the matter
Submitted
by:
CFO
and Treasurer
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 Usher Road Olmsted Township, OH Response to Consumer Complaint No*** Vita-Mix Corporation (“Vitamix”) is responding to Ms*** ***’s complaint regarding the shipping of order ***. On October 6, Ms*** placed an order
on the Vitamix website for a Certified Reconditioned During the checkout phase of her purchase, Ms*** was given the option to select ‘Standard Shipping’ with a quoted delivery range of 8-business days, or ‘Priority Shipping’ with a quoted range of 3-business daysMs*** selected standard shipping and combined it with a discount code for free shippingDelivery timeframes are provided during the checkout process when placing an order on-line as well as being listed in the FAQ-Order portion of the Vitamix websiteCustomers are advised in the FAQ’s that these timeframes are not guarantees and are estimates subject to product availability, destination address, and the shipping method selectedThe posted information identifies that a standard shipping order will generally process and ship in 7-business days with delivery being made in 8-business daysMs*** reached out to our Customer Service team via Twitter on October 12, She was advised by email that same day that standard shipping orders are delivered 8-business days from the date the order was enteredShe was also advised that her order was expected to ship on October 13, which was within the standard order processing timeMs*** should have received her tracking information via emailWe are currently investigating why she did not receive that informationAt this time, a supervisor has contacted Ms*** by telephone to confirm that the package was shipped on October 13, and is expected to be delivered on October 18, 2016, which is the 8th business day since placing the orderThis information was left on voicemail and a follow up email was sent which included the contact information of the supervisor should Ms*** have any further questions or concernsWe 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,
*** ***
From: *** *** Date: Tue, Nov 1, at 8:PMSubject: Re: Your complaint has been receivedTo: Revdex.com I have received my refund, as I requested from the business, and this matter is now resolvedYou may close
the case
Vita-Mix Corporation (“Vitamix”) is responding to *** *** complaint regarding the shipping status of order number ***’s’s order was placed online on December 6, with expedited delivery, with a quoted delivery window of 3-business daysThe 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 orderAt this time, we have upgraded ***’s order to a brand new Vitamix in red with a seven year warrantyThis order will be shipping on December 21, with Next Day Delivery service requested. A supervisor from Vitamix has reached out to *** and advised him of the delay and the machine upgradeWe anticipate these actions will serve to resolve the matterSubmitted by: *** ** *** *** CFO and Treasurer 440-782-
This business response was received by Revdex.com via email and is a copy/paste by **. February 12, 2018Vita-Mix CorporationUsher RoadOlmsted Township, OH 44138Response to Consumer Complaint No12601846R** *** ***
*** * *** ***
*** ** ***
Vita-Mix Corporation (“Vitamix”)
is responding to Mrs***’ complaint regarding a billing issue for her order from January 12, 2017.Mrs*** contacted Vitamix on January 8, regarding a collection call she had received from a third party collection agency that Vitamix usesMrs*** shared that she had received an unpleasant call from a collection agency representing Vitamix. Mrs*** initially requested to speak with the CEO’s office concerning this experience as it was her belief that her account had been paid in full according to the payment plan she agreed to in January of 2017. The Customer Champion that spoke with Mrs*** asked for some contact information so that she could determine if a supervisor was available for an immediate responseDuring this interaction, the Customer Champion advised that the address of record for Mrs*** did not match the address that Mrs*** was providingMrs*** provided her husband’s billing address which also did not match the recordAt that time, Mrs*** asked what address we had on recordThe Customer Champion advised that no addresses could be provided to customers and that we could only confirm or deny if an address was listed on the accountThis is correct under the Vitamix Privacy Policy which states that personal information will not be shared with any individual at any time. After determining that additional assistance was needed, Mrs*** was transferred to a supervisor in the contact centerThe supervisor spent some time trying to determine specific details about the debt that led to the referral to the collection agencyMrs*** declined the assistance that could be immediately provided and advised that she only wanted to speak with someone in the CEO’s officeThe supervisor stated that he would be willing to do that but cautioned that her call would probably be transferred back to him to resolve the matter, as he is in a better position to resolve the matter. Mrs*** was transferred to the CEO’s administrative assistant and was advised that she may have to leave a voicemailThe supervisor advised the administrative assistant that he was looking further into the matter to attempt to resolve Mrs***’ concernsIt was the impression of the administrative assistant that no further follow up was needed from the CEO’s office.Mrs*** called back on January 17, and advised that she was still waiting for a return callDuring this call, Mrs*** advised that she had done some research and learned that she only completed of the required payments that were specified in her original purchase agreementThe supervisor confirmed on a subsequent call that her final payment had been forgiven and cleared from collections due to her poor customer experience and advised that she would not be receiving any additional callsMrs*** stated that she appreciated the efficiency in the resolution of the matter.After receiving this most recent Revdex.com complaint, another supervisor reached out to Mrs*** to ensure that she has gotten no additional calls from the collection agency and to provide some additional explanations regarding the experience she hadThe primary question that Mrs*** had been asking was why she had not been contacted in a timely manner concerning the outstanding balanceMrs*** was advised that after a payment plan is defaulted for an open payment, collection letters are mailed to the address of recordIf no response is received, then the customer is referred to the third party agencyIt was explained to Mrs*** that due to a data entry error her account was set up with an address different then she had provided, which explained why she was unaware of the outstanding balance she had on her accountThe supervisor acknowledged that this error resulted in a poor experience for her. Mrs*** was asked what, beyond the waived payment of $96.67, could be done to rectify her experience and Mrs*** advised that because she did not receive a return call from the CEO of Vitamix nothing more could be done. Although Mrs*** remains unhappy with the resolution of this matter, the customer service supervisors are appreciative of the feedback that she has provided concerning her experience and it has been shared with all appropriate individuals for future consideration in improving processes and experiences for our customers. We anticipate these actions will serve to resolve the payment matter.Submitted by:Loree W*** ***
*** *** ***
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although it is not a complete resolution I will accept. When I first contacted Vitamix in regard to the appearance of black specks, I was basically told to accept and live with the condition of my blenderCase closed. It was only after I contacted the Revdex.com that Vitamix took my complaint with the gravity it deservedTheir resolution does meet my solution halfwayWhat they failed to address is coming clean about the Teflon issue on there website or marketing in generalI mentioned this to the sales rep at *** *** and his response was ' How many blenders do you think Vitamix would sell if they did that?' My point exactly!In their response to my Revdex.com complaint they address the Teflon issue and when read between the lines again communicates they knew and never did anything about it other than to continue with the manufacturing and selling this defective product.I recently studied Lean/Six Sigma and learned about the importance of controlling defects In companies where this concept is practiced to maturity, defects are controlled before the become frequent or severe defects and corrective action occurs before production continuesSurveys are also a problem solving toolConduct a survey to acquire statistics on what people would choose, given the choice between Teflon in their food vsno Teflon in their food The Vitamix Company is apparently stymied by their position in the marketplace as the manufacturer of the most powerful blender in existence Their intransigent strategy to opt for components that yield the power but create unwanted defects may be the company's demise. I want to thank Vitamix for agreeing to let me return the blender for a full refund. I hold no ill will towards the Vitamix Company and I wish them wellOperating a business is challenging to be sure
Regards,
*** ***
May 3, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No*** Re: *** *** *** *** *** *** ** *** Vita-Mix Corporation (“Vitamix”) is responding to Mr*** ***’s response regarding his complaint of order ***Vitamix has no intentions of ever misrepresenting the shipping timeframes for any of our customersAll customers have the option of choosing between standard and priority shippingWhen prompted to make a shipping choice during the ordering phase, the price and delivery time are clearly displayed so that customers can make a selection that suits their budget and in-hand delivery needsIf a customer enters a Free Shipping code as Mr*** did, the shipping timeframe remains the same however the pricing reflects the shipping discountVitamix answered all of Mr***’s emails regarding the status of his order with the exception of the email sent on May 2, Vitamix was receiving higher than email questions during that time period; however emails were being answered approximately business hours after receiptMr***’s specific email was not answered because it was not assigned to an email agent until May 4, The content of that email was to determine the current status of the orderAt the time of assignment the order had shipped and the agent noticed a voicemail had been left by a supervisor providing the tracking numbers for the orderThe agent believed Mr***’s emailed questions were answered by the supervisor’s voicemail that was left on May 3, and if Mr*** had any remaining questions he would contact her directly using the contact information that was provided to himVitamix believed Mr***’s complaint was resolved according to his desired settlement as the order had been prepped for shipping and was just waiting for the *** ** pickup at the time he made his original Revdex.com complaintIt was not possible to expedite the order overnight as he requested because at that point the packages were on a full *** ** trailerWe acknowledge that Mr*** is not satisfied with his experience and although he has not requested anything with the exception of his order, we would like to offer Mr*** a one-year extension of his current Vitamix warranty as a measure of good faithWe hope that this extension serves as peace of mind that we are committed to our relationship with him as a loyal customerMr*** does have the contact information for a Vitamix supervisor and should he have any other questions or would like to speak directly about his experience the supervisor would speak with himWe 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’s complaint regarding an outstanding balance from his September 23, 2015 purchase. [redacted] purchased a...
Vitamix utilizing our 5-payment plan method and was able to take the Vitamix home from the show after his credit card was authorized. His remaining payments were scheduled to be made on 10/8/2015, 11/7/2015, 12/7/2015, 1/6/2015, and 2/5/2016. These payments were to be automatically drafted from the credit card account provided by [redacted]. Vitamix was able to successfully collect 3 of the 5 payments. When the fourth payment was attempted on January 6, 2016 the payment was declined by his bank with a message of Do Not Honor. Once a payment fails, our system does not continue requesting the transfer as we do not want customers to incur additional fees from their financial institutions. The failure of this payment resulted in an open balance of $218.37. An update in our computer system 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 October 13, 2016. As was stated in the letter we sent, we acknowledged and apologized for the delayed notification. We have since reviewed our notification process and have implemented a change to improve our timing of these notifications in the future. In the letter, [redacted] was asked to contact us by November 3, 2016 to discuss the open balance or to make payment arrangements. When a response was not received, a final 10-day notice was sent on February 16, 2017 asking [redacted] to remit payment within 10 days to avoid collection activity. [redacted] contacted us on February 27, 2017. He spoke with a Customer Service Representative and advised that he had not gotten the first letter. He asked to speak to a supervisor after being advised that he would have to make payment arrangements or provide proof of his payments within the 10 days to prevent his account from being referred to collections. While on the phone with the supervisor [redacted] shared that he had not gotten any previous letters. Additionally, he requested more time to research his account to confirm that his payments had in fact failed. He was transferred to a Senior Finance Associate for further assistance. [redacted] was not given clear expectations of how much time he would be given to complete his research and make payment arrangements if necessary. After reviewing the account, a supervisor has contacted [redacted] and has made arrangements to assist him with his research and to manage future payments if appropriate. His account will not be referred to collections. We anticipate these actions will serve to resolve the matter. Submitted by: Loree *. C[redacted], CPA CFO and Treasurer 440-782-2401 [redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]
[redacted]’s complaint regarding the durability of the Vitamix. Our customer service center supervisor
contacted [redacted]’s via email on 7/19/2015 and by phone on 7/20/ 2015
with no reply.
Vita-Mix...
warrants to the owner that if this Machine (a
"Machine" consists of a motor blender base and any containers
purchased together) fails within 7 years from the date of purchase due to a
defect in material or workmanship or as a result of normal wear and tear from
ordinary household use, Vita-Mix will, within 30 days of receipt of the
returned product, repair the failed Machine or component part of the Machine
free of charge.
The warranty for [redacted] purchased on 4/23/2006
expired on 4/27/2013; Vitamix would like to extend a one-time courtesy repair
to [redacted] to solve the issue. A
note has been placed on the account authorizing the repair.
We
anticipate these actions will serve to resolve the matter.
January 28, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 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, 2015 to request a repair on his Vitamix. The warranty on his Vitamix had expired on September 18, 2015. Mr. [redacted] was charged for the repair and was advised at that time the Vitamix repairs would be warranted for 6 months. When Mr. [redacted] called Vitamix again on January 26, 2016 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 options. As 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 matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
vitamix and its representative continue to shoulder no blame for their negligenceI chose a payment plan so that I did not have to make timely payments to the companyIt was their responsibility to debit themIf there were a problem, I was not properly notified due to their negligenceI also did not update my info because as far as I knew, the transaction was completed and no further action was requiredMy address did change and I did not receive any lettersThe company had my phone and email and neglected to contact me in either formThey also only sent a letter by regular mailIf they would have sent it and requested an address change, or sent it certified and requested a return receipt, this wouldn't be an issueFurther, it's not and should not be my responsibility to ensure the company is debiting my accountThis is their responsibility to do soI will amicably resolve the issue with vitamix, not a collections agencyIf they wish to speak about a resolution and agree to cease collection efforts, I will agree to thatBut in no way will I speak to a collections agency when I shouldn't be in collectionsIf vitamix still insists I speak to a collection agency, I will pursue legal counsel to litigate the matter.
Regards,
*** ***
Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No*** Vita-Mix Corporation (“Vitamix”) is responding to *** *** ***’ follow up message regarding a billing concern*** *** was contacted by telephone on May 17, at the telephone number he provided to the Revdex.comA voicemail was left for him that included the contact information of the supervisor that can address his concerns and accept payment arrangements*** *** has not yet returned that callWe understand the frustration this has caused *** *** and would like to assure him that Vitamix followed all debt collection laws when attempting to collect this outstanding balance*** *** states he was not aware that his payments were not made which is why he did not notify Vitamix that his address had changedVitamix is committed to working with *** *** to resolve this matter, and we look forward to having him return the calls that have been made to himA second voicemail has been left at the daytime number provided in the complaintIn order to settle this balance with Vitamix, *** *** will need to return the call and be prepared to pay the balance in full by June 23, to ensure ample time for account transfer and payment processing before the debt is published to his credit reportWe anticipate these actions will serve to resolve the matterSubmitted by: Loree *C***, CPA CFO and Treasurer 440-782-LC***@vitamix.com
May 3, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No*** Re: *** *** ***
*** ***
*** ** *** Vita-Mix Corporation (“Vitamix”) is responding to Mr*** ***’s complaint regarding the shipping of order ***. On Saturday April 23, Mr*** placed an order on the Vitamix website for several itemsDuring the checkout phase of his purchase Mr*** was given the option to select between ‘Standard Shipping’ with a quoted delivery range of 8-business days or ‘Priority Shipping’ with a quoted range of 3-business daysMr*** selected standard shippingThe FAQ-Order portion of the Vitamix website further explains shipping and delivery timeframesCustomers are advised in the FAQ’s that these timeframes are not guarantees and are estimates subject to product availability, destination address, and the shipping method selectedAdditionally, in the case of standard shipping, the timeframe is broken down to identify that the order will generally ship in 7-business days with delivery being made in 8-business daysMr*** emailed Vitamix on April 25, regarding the shipping status of his orderOn April 26, Mr*** was advised that his selection of standard shipping would result in his Vitamix being delivered in 8-business daysHe was advised that he would receive tracking information via email once the order shippedOn April 27, Mr*** responded and advised that he was unhappy with the Vitamix shipping process and he further inquired why his order had not yet been deliveredOn April 30, a Vitamix representative responded to Mr***’s inquiry restating that the order would be delivered in 8-business daysThe representative also provided a link to the FAQ-Order web page and restated the delivery timeframesAt the time of that response, the order was in its 5th business day and he was advised that the order should be shipping on May 2, On May 3, Mr*** emailed Paypal to state that he had not been provided with a detailed explanation on why his order had not shippedA supervisor attempted to reach out to Mr*** via telephone to provide a current order status and address any outstanding concernsThe supervisor left a voicemail to advise that Mr***’s order had shipped as of May 3, via *** **The supervisor left the tracking information for the delivery and advised that the order had been fulfilled in accordance with the quoted shipping timeframeIt was not possible to change the shipping method as Mr*** requested in his complaint as the order had already entered the shipping phaseMr*** was provided with the name and contact information for the Contact Center supervisor should he have additional questionsWe anticipate these actions will serve to resolve the matterSubmitted by: Loree WC***, CPA
I would love to have the bender replaced and continue my monthly paymentsI would like to either have topick it up at *** *** or have it delivered with a signature I can not find it locally so you are the only place to get it from. I will let my my credit card company know that this is what I have requestedCould you please email me a tracking number so I can track it. also I did receive the cup today
Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No*** Vita-Mix Corporation (“Vitamix”) is responding to *** *** *** complaint regarding a billing concern*** *** purchased a Vitamix at a demonstration booth on
September 25, *** *** made a $down payment and agreed to the remaining balance being divided into additional payments to be automatically collected on 11/10/2015, 12/10/2015, 1/9/2016, and 2/8/*** *** took the product home with him after the authorization was approved at the showThis resulted in an outstanding 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 *** *** reminding him of this open balance until October 13, 2016. 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, *** 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 on February 16, asking *** *** to remit payment within days to avoid collection activity*** was provided with a phone number, mailing address, and email address to contact us directlyHad *** *** reached us in a timely manner after receiving either letter we would have been happy to reach an agreeable resolution with himOur records show that *** *** has paid the collection agency and did so promptly which ensured there will be no impact to his credit rating and his 8-year Vitamix warranty remains in tactWe anticipate these actions will serve to resolve the matterSubmitted by: Loree W*** ***
*** *** ***
***
***
August 24, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No*** *** *** Re: *** ***
*** *** *** *** ** *** ** Rochester, NH Vita-Mix Corporation (“Vitamix”) is submitting one response to complaint numbers *** *** *** *** because all orders at issue (numbers o27667253, o89178257, and o8971937) 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 Prince 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: L*** *C*** CPA *** *** *** ***
***
Vita-Mix Corporation (“Vitamix”) is responding to *** ***’s complaint regarding the shipping status of order number o***’s order was placed online on December 6, with expedited deliveryThe quoted delivery window was posted as 3-business daysThe 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 orderAt this time, we have contacted *** and advised that her order has shipped via Next Day AirWe have also added an extended warranty to the order for the inconvenience Ms*** experiencedWe anticipate these actions will serve to resolve the matterSubmitted by: *** ** *** *** CFO and Treasurer 440-782-
June 30,
Vita-Mix Corporation
Usher Road
Olmsted Township, OH
Response to Revdex.com Requests for more information
Vita-Mix Corporation (“Vitamix”) is responding to Mr***’s
complaint regarding about *** ***, the retail dealer where he
purchased the Vitamix machine, issuing him creditMr*** was advised
that once our retail dealer has received the base and the container back Harvest
*** will issue Mr*** a credit for the purchase amountMr
*** spoke with one of our customer service supervisors and is comfortable
with this course of action
We
anticipate these actions will serve to resolve the matter
Submitted
by:
CFO
and Treasurer
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 Usher Road Olmsted Township, OH Response to Consumer Complaint No*** Vita-Mix Corporation (“Vitamix”) is responding to Ms*** ***’s complaint regarding the shipping of order ***. On October 6, Ms*** placed an order
on the Vitamix website for a Certified Reconditioned During the checkout phase of her purchase, Ms*** was given the option to select ‘Standard Shipping’ with a quoted delivery range of 8-business days, or ‘Priority Shipping’ with a quoted range of 3-business daysMs*** selected standard shipping and combined it with a discount code for free shippingDelivery timeframes are provided during the checkout process when placing an order on-line as well as being listed in the FAQ-Order portion of the Vitamix websiteCustomers are advised in the FAQ’s that these timeframes are not guarantees and are estimates subject to product availability, destination address, and the shipping method selectedThe posted information identifies that a standard shipping order will generally process and ship in 7-business days with delivery being made in 8-business daysMs*** reached out to our Customer Service team via Twitter on October 12, She was advised by email that same day that standard shipping orders are delivered 8-business days from the date the order was enteredShe was also advised that her order was expected to ship on October 13, which was within the standard order processing timeMs*** should have received her tracking information via emailWe are currently investigating why she did not receive that informationAt this time, a supervisor has contacted Ms*** by telephone to confirm that the package was shipped on October 13, and is expected to be delivered on October 18, 2016, which is the 8th business day since placing the orderThis information was left on voicemail and a follow up email was sent which included the contact information of the supervisor should Ms*** have any further questions or concernsWe 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,
*** ***
From: *** *** Date: Tue, Nov 1, at 8:PMSubject: Re: Your complaint has been receivedTo: Revdex.com I have received my refund, as I requested from the business, and this matter is now resolvedYou may close
the case
Vita-Mix Corporation (“Vitamix”) is responding to *** *** complaint regarding the shipping status of order number ***’s’s order was placed online on December 6, with expedited delivery, with a quoted delivery window of 3-business daysThe 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 orderAt this time, we have upgraded ***’s order to a brand new Vitamix in red with a seven year warrantyThis order will be shipping on December 21, with Next Day Delivery service requested. A supervisor from Vitamix has reached out to *** and advised him of the delay and the machine upgradeWe anticipate these actions will serve to resolve the matterSubmitted by: *** ** *** *** CFO and Treasurer 440-782-
This business response was received by Revdex.com via email and is a copy/paste by **. February 12, 2018Vita-Mix CorporationUsher RoadOlmsted Township, OH 44138Response to Consumer Complaint No12601846R** *** ***
*** * *** ***
*** ** ***
Vita-Mix Corporation (“Vitamix”)
is responding to Mrs***’ complaint regarding a billing issue for her order from January 12, 2017.Mrs*** contacted Vitamix on January 8, regarding a collection call she had received from a third party collection agency that Vitamix usesMrs*** shared that she had received an unpleasant call from a collection agency representing Vitamix. Mrs*** initially requested to speak with the CEO’s office concerning this experience as it was her belief that her account had been paid in full according to the payment plan she agreed to in January of 2017. The Customer Champion that spoke with Mrs*** asked for some contact information so that she could determine if a supervisor was available for an immediate responseDuring this interaction, the Customer Champion advised that the address of record for Mrs*** did not match the address that Mrs*** was providingMrs*** provided her husband’s billing address which also did not match the recordAt that time, Mrs*** asked what address we had on recordThe Customer Champion advised that no addresses could be provided to customers and that we could only confirm or deny if an address was listed on the accountThis is correct under the Vitamix Privacy Policy which states that personal information will not be shared with any individual at any time. After determining that additional assistance was needed, Mrs*** was transferred to a supervisor in the contact centerThe supervisor spent some time trying to determine specific details about the debt that led to the referral to the collection agencyMrs*** declined the assistance that could be immediately provided and advised that she only wanted to speak with someone in the CEO’s officeThe supervisor stated that he would be willing to do that but cautioned that her call would probably be transferred back to him to resolve the matter, as he is in a better position to resolve the matter. Mrs*** was transferred to the CEO’s administrative assistant and was advised that she may have to leave a voicemailThe supervisor advised the administrative assistant that he was looking further into the matter to attempt to resolve Mrs***’ concernsIt was the impression of the administrative assistant that no further follow up was needed from the CEO’s office.Mrs*** called back on January 17, and advised that she was still waiting for a return callDuring this call, Mrs*** advised that she had done some research and learned that she only completed of the required payments that were specified in her original purchase agreementThe supervisor confirmed on a subsequent call that her final payment had been forgiven and cleared from collections due to her poor customer experience and advised that she would not be receiving any additional callsMrs*** stated that she appreciated the efficiency in the resolution of the matter.After receiving this most recent Revdex.com complaint, another supervisor reached out to Mrs*** to ensure that she has gotten no additional calls from the collection agency and to provide some additional explanations regarding the experience she hadThe primary question that Mrs*** had been asking was why she had not been contacted in a timely manner concerning the outstanding balanceMrs*** was advised that after a payment plan is defaulted for an open payment, collection letters are mailed to the address of recordIf no response is received, then the customer is referred to the third party agencyIt was explained to Mrs*** that due to a data entry error her account was set up with an address different then she had provided, which explained why she was unaware of the outstanding balance she had on her accountThe supervisor acknowledged that this error resulted in a poor experience for her. Mrs*** was asked what, beyond the waived payment of $96.67, could be done to rectify her experience and Mrs*** advised that because she did not receive a return call from the CEO of Vitamix nothing more could be done. Although Mrs*** remains unhappy with the resolution of this matter, the customer service supervisors are appreciative of the feedback that she has provided concerning her experience and it has been shared with all appropriate individuals for future consideration in improving processes and experiences for our customers. We anticipate these actions will serve to resolve the payment matter.Submitted by:Loree W*** ***
*** *** ***
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although it is not a complete resolution I will accept. When I first contacted Vitamix in regard to the appearance of black specks, I was basically told to accept and live with the condition of my blenderCase closed. It was only after I contacted the Revdex.com that Vitamix took my complaint with the gravity it deservedTheir resolution does meet my solution halfwayWhat they failed to address is coming clean about the Teflon issue on there website or marketing in generalI mentioned this to the sales rep at *** *** and his response was ' How many blenders do you think Vitamix would sell if they did that?' My point exactly!In their response to my Revdex.com complaint they address the Teflon issue and when read between the lines again communicates they knew and never did anything about it other than to continue with the manufacturing and selling this defective product.I recently studied Lean/Six Sigma and learned about the importance of controlling defects In companies where this concept is practiced to maturity, defects are controlled before the become frequent or severe defects and corrective action occurs before production continuesSurveys are also a problem solving toolConduct a survey to acquire statistics on what people would choose, given the choice between Teflon in their food vsno Teflon in their food The Vitamix Company is apparently stymied by their position in the marketplace as the manufacturer of the most powerful blender in existence Their intransigent strategy to opt for components that yield the power but create unwanted defects may be the company's demise. I want to thank Vitamix for agreeing to let me return the blender for a full refund. I hold no ill will towards the Vitamix Company and I wish them wellOperating a business is challenging to be sure
Regards,
*** ***
May 3, Vita-Mix Corporation Usher Road Olmsted Township, OH Response to Consumer Complaint No*** Re: *** *** *** *** *** *** ** *** Vita-Mix Corporation (“Vitamix”) is responding to Mr*** ***’s response regarding his complaint of order ***Vitamix has no intentions of ever misrepresenting the shipping timeframes for any of our customersAll customers have the option of choosing between standard and priority shippingWhen prompted to make a shipping choice during the ordering phase, the price and delivery time are clearly displayed so that customers can make a selection that suits their budget and in-hand delivery needsIf a customer enters a Free Shipping code as Mr*** did, the shipping timeframe remains the same however the pricing reflects the shipping discountVitamix answered all of Mr***’s emails regarding the status of his order with the exception of the email sent on May 2, Vitamix was receiving higher than email questions during that time period; however emails were being answered approximately business hours after receiptMr***’s specific email was not answered because it was not assigned to an email agent until May 4, The content of that email was to determine the current status of the orderAt the time of assignment the order had shipped and the agent noticed a voicemail had been left by a supervisor providing the tracking numbers for the orderThe agent believed Mr***’s emailed questions were answered by the supervisor’s voicemail that was left on May 3, and if Mr*** had any remaining questions he would contact her directly using the contact information that was provided to himVitamix believed Mr***’s complaint was resolved according to his desired settlement as the order had been prepped for shipping and was just waiting for the *** ** pickup at the time he made his original Revdex.com complaintIt was not possible to expedite the order overnight as he requested because at that point the packages were on a full *** ** trailerWe acknowledge that Mr*** is not satisfied with his experience and although he has not requested anything with the exception of his order, we would like to offer Mr*** a one-year extension of his current Vitamix warranty as a measure of good faithWe hope that this extension serves as peace of mind that we are committed to our relationship with him as a loyal customerMr*** does have the contact information for a Vitamix supervisor and should he have any other questions or would like to speak directly about his experience the supervisor would speak with himWe 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’s complaint regarding an outstanding balance from his September 23, 2015 purchase. [redacted] purchased a...
Vitamix utilizing our 5-payment plan method and was able to take the Vitamix home from the show after his credit card was authorized. His remaining payments were scheduled to be made on 10/8/2015, 11/7/2015, 12/7/2015, 1/6/2015, and 2/5/2016. These payments were to be automatically drafted from the credit card account provided by [redacted]. Vitamix was able to successfully collect 3 of the 5 payments. When the fourth payment was attempted on January 6, 2016 the payment was declined by his bank with a message of Do Not Honor. Once a payment fails, our system does not continue requesting the transfer as we do not want customers to incur additional fees from their financial institutions. The failure of this payment resulted in an open balance of $218.37. An update in our computer system 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 October 13, 2016. As was stated in the letter we sent, we acknowledged and apologized for the delayed notification. We have since reviewed our notification process and have implemented a change to improve our timing of these notifications in the future. In the letter, [redacted] was asked to contact us by November 3, 2016 to discuss the open balance or to make payment arrangements. When a response was not received, a final 10-day notice was sent on February 16, 2017 asking [redacted] to remit payment within 10 days to avoid collection activity. [redacted] contacted us on February 27, 2017. He spoke with a Customer Service Representative and advised that he had not gotten the first letter. He asked to speak to a supervisor after being advised that he would have to make payment arrangements or provide proof of his payments within the 10 days to prevent his account from being referred to collections. While on the phone with the supervisor [redacted] shared that he had not gotten any previous letters. Additionally, he requested more time to research his account to confirm that his payments had in fact failed. He was transferred to a Senior Finance Associate for further assistance. [redacted] was not given clear expectations of how much time he would be given to complete his research and make payment arrangements if necessary. After reviewing the account, a supervisor has contacted [redacted] and has made arrangements to assist him with his research and to manage future payments if appropriate. His account will not be referred to collections. We anticipate these actions will serve to resolve the matter. Submitted by: Loree *. C[redacted], CPA CFO and Treasurer 440-782-2401 [redacted]
Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]
[redacted]’s complaint regarding the durability of the Vitamix. Our customer service center supervisor
contacted [redacted]’s via email on 7/19/2015 and by phone on 7/20/ 2015
with no reply.
Vita-Mix...
warrants to the owner that if this Machine (a
"Machine" consists of a motor blender base and any containers
purchased together) fails within 7 years from the date of purchase due to a
defect in material or workmanship or as a result of normal wear and tear from
ordinary household use, Vita-Mix will, within 30 days of receipt of the
returned product, repair the failed Machine or component part of the Machine
free of charge.
The warranty for [redacted] purchased on 4/23/2006
expired on 4/27/2013; Vitamix would like to extend a one-time courtesy repair
to [redacted] to solve the issue. A
note has been placed on the account authorizing the repair.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
[redacted]
CFO
and Treasurer
440-782-2401
January 28, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 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, 2015 to request a repair on his Vitamix. The warranty on his Vitamix had expired on September 18, 2015. Mr. [redacted] was charged for the repair and was advised at that time the Vitamix repairs would be warranted for 6 months. When Mr. [redacted] called Vitamix again on January 26, 2016 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 options. As 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 matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com