Vita-Mix
Corporation (“Vitamix”) is responding to Ms. [redacted]’ complaint
regarding the purchasing experience she had on November 27, 2015. 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 $329.00 plus tax. During her checkout process, Ms.
[redacted] states that she attempted to add a promotional code for an additional
25% off. This code would have also offered the customer Free Shipping. During
the timeframe that Ms. [redacted] was placing her order, Vitamix was offering a
Black Friday promotion that included Free Standard Shipping. Adding 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 card. She contacted
Vitamix and was advised that the order was more than likely failing as a result
of combining discounts. Ms. [redacted] states that she made one final attempt to
process the order and it failed again. The customer contacted Vitamix a second
time on November 27, 2015 and inquired about the charges on her account. Ms.
[redacted] was advised that any charges she is seeing are pre-authorization holds
that were placed during the verification phase. The customer was told that the
holds would be released in 3-5 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 placed. A supervisor reached out to Ms. [redacted] on
December 1, 2015 and December 2, 2015. Two voicemails were left asking the
customer to return the call regarding her experience. It 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 discounts. We anticipate these actions will serve to resolve the
matter.Submitted by:[redacted]CFO and Treasurer440-782-2401[redacted]
January 29, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted] [redacted]...
[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, 2016 and January 26, 2016 to request a picture of the box she shipped to our warehouse with her blender showing. She indicated this photograph was needed so that she could submit a customs refund request. Ms. [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 requesting. Ms. [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 request. Ms. [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 matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
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.
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 email with the following information.
We appreciate...
you reaching out to us with your
concerns. We would like to address the
questions you have posed.
Vitamix has a
vigorous inspection program to continuously ensure the quality, safety and
durability of all our products. Our
containers conform to food equipment safety and sanitation standards set forth
by the National Sanitation Foundation.
Our quality team became aware of concerns over the presence
of tiny black flecks found in some containers.
We’ve identified that these flecks come from a seal in the bottom of
containers. All the materials, including
the seal, used to make our containers meet the FDA requirements for food
contact. The FDA certification allows for and addresses the safety of any
possible migration of the components into the food.
Based on regulatory approval and
third-party testing, our seal material is safe and presents no health risk from
repeat exposure. The seal material meets the FDA, EPA and other regulatory
agencies requirements for contact with food. The FDA certification allows for
and addresses the safety of any possible migration of the components into the
food. The seal has also been tested by a third-party standards testing
authority, which reaffirmed that no health risk exists when food comes into
contact with the seal. Any
flecks from the seal that may be ingested over the service years of our
blenders represent a tiny fraction of what is considered safe.
While we're
confident in the quality, safety and durability of our products, we take
seriously customer preferences and are looking at possible modifications. We expect to have a new seal in production by
the fall.
It appears that
you have purchased your Vitamix from Amazon.com through [redacted]
[redacted]. Please contact the original
place of purchase to find out their return instructions for the return and
refund of your Vitamix.
We can assure you that Vitamix is confident in the quality,
safety and durability of our products. Vitamix has been in business for more
than 93 years, and we are committed to making the best blending equipment in
the world. Thank you for bringing your
concerns to our attention and for giving us the opportunity to provide you with
this information. We look forward to
continuing to serve you for years to come.
We
anticipate these actions will serve to resolve the matter.
Vita-Mix
Corporation (“Vitamix”) is responding to Ms. [redacted]’ complaint
regarding the purchasing experience she had on November 27, 2015. 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 $329.00 plus tax. During her checkout process, Ms.
[redacted] states that she attempted to add a promotional code for an additional
25% off. This code would have also offered the customer Free Shipping. During
the timeframe that Ms. [redacted] was placing her order, Vitamix was offering a
Black Friday promotion that included Free Standard Shipping. Adding 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 card. She contacted
Vitamix and was advised that the order was more than likely failing as a result
of combining discounts. Ms. [redacted] states that she made one final attempt to
process the order and it failed again. The customer contacted Vitamix a second
time on November 27, 2015 and inquired about the charges on her account. Ms.
[redacted] was advised that any charges she is seeing are pre-authorization holds
that were placed during the verification phase. The customer was told that the
holds would be released in 3-5 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 placed. A supervisor reached out to Ms. [redacted] on
December 1, 2015 and December 2, 2015. Two voicemails were left asking the
customer to return the call regarding her experience. It 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 discounts. We anticipate these actions will serve to resolve the
matter.Submitted by:[redacted]CFO and Treasurer440-782-2401[redacted]
January 29, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted] [redacted]...
[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, 2016 and January 26, 2016 to request a picture of the box she shipped to our warehouse with her blender showing. She indicated this photograph was needed so that she could submit a customs refund request. Ms. [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 requesting. Ms. [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 request. Ms. [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 matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
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
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 email with the following information.
We appreciate...
you reaching out to us with your
concerns. We would like to address the
questions you have posed.
Vitamix has a
vigorous inspection program to continuously ensure the quality, safety and
durability of all our products. Our
containers conform to food equipment safety and sanitation standards set forth
by the National Sanitation Foundation.
Our quality team became aware of concerns over the presence
of tiny black flecks found in some containers.
We’ve identified that these flecks come from a seal in the bottom of
containers. All the materials, including
the seal, used to make our containers meet the FDA requirements for food
contact. The FDA certification allows for and addresses the safety of any
possible migration of the components into the food.
Based on regulatory approval and
third-party testing, our seal material is safe and presents no health risk from
repeat exposure. The seal material meets the FDA, EPA and other regulatory
agencies requirements for contact with food. The FDA certification allows for
and addresses the safety of any possible migration of the components into the
food. The seal has also been tested by a third-party standards testing
authority, which reaffirmed that no health risk exists when food comes into
contact with the seal. Any
flecks from the seal that may be ingested over the service years of our
blenders represent a tiny fraction of what is considered safe.
While we're
confident in the quality, safety and durability of our products, we take
seriously customer preferences and are looking at possible modifications. We expect to have a new seal in production by
the fall.
It appears that
you have purchased your Vitamix from Amazon.com through [redacted]
[redacted]. Please contact the original
place of purchase to find out their return instructions for the return and
refund of your Vitamix.
We can assure you that Vitamix is confident in the quality,
safety and durability of our products. Vitamix has been in business for more
than 93 years, and we are committed to making the best blending equipment in
the world. Thank you for bringing your
concerns to our attention and for giving us the opportunity to provide you with
this information. We look forward to
continuing to serve you for years to come.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
CFO
and Treasurer