So I got my mom a new Hamilton Beach coffee pot. So adorable it is red and stainless steal. I got this brand because it is highly recommended by Good House Keeping.
Well she turned it on the very next day and water just started pouring out of the back. She tried it again, same problem. No big deal obviously it is a manufacturers problem. A dud I would think. So I called their customer service line and was told a replacement could be shipped out next week. YAY.
WELL hmmm there is one catch. Of course there is one catch. THEY WANT ME TO PAY SHIPPING! Are you kidding me? Does anyone else see a problem with this? Hello not my problem your coffee pot is doing a exorcist on me.
Well of course I had to pay it so my mom can get a new coffee pot. Since I ordered it on amazon I figured it would be easier to go through their customer service. Ugh almost $15 in shipping. YES $15! Then I had to go and cut the cord and email them a picture of it. Like I am lying. I want to pay half of what I already paid for a god damn coffee pot that is leaking everywhere. RIGHT.
I guess since this is the only thing I had to return, my Christmas is pretty successful but still! Ugh.
Do you find this stupid?
Oh and here is the picture I had to email them so they know I am not lying…
December 31st, 2012 at 12:32 am
Unfortunately that is a problem I have found when you do some online shopping. Certain places want you to pay for the shipping even though their product was defective. I think it’s bull. They should at least credit you back the $15 if they are not willing to just send you out a new one. I would send them that picture and explain your situation. Maybe they will be willing to send out a replacement without you having to resend that one back. Seems like a waste of shipping! :/ Good luck!
December 31st, 2012 at 12:34 am
Are you serious?!?! That is the most stupid thing I have heard in awhile! There screw up, they should pay!
December 31st, 2012 at 12:36 am
That is awful. People don’t take people’s words anymore. There is such a lack of trust in this world today. No wonder we are all going nuts. I’m glad that you got this settled, but sorry you had to pay for it.
December 31st, 2012 at 12:41 am
Very Frustrating that they expect you to pay for tr\he defective product
December 31st, 2012 at 12:47 am
Wow, that is unbelievable! I would have asked to speak to their boss and then if they didn’t resolve the issue I would have asked to speak to that person’s boss and on up the chain of command until someone fixed the situation without it costing me a penny! I actually had a really good experience with Amazon right before Christmas… my 2 yr old wanted the Little Mommy Doctor Doll… everywhere else it was like $50 or $60 but on Amazon it was $40…. I still thought that was a little high so I waited a while to see if the price would drop and it didn’t…. I started getting worried that I wouldn’t be able to get it for her if I didn’t just pay the $40 so I did. Wouldn’t you know a few days later it was marked down to $22! I almost bought it and scheduled a return for the one I had, but I decided to call customer service instead and explained the situation to them. They told me it was no problem and immediately refunded my $17 that I’d paid over the sale price! I was impressed! Sorry you had such a bad experience!
December 31st, 2012 at 1:07 am
i think that if you have areciept showing that it is a recent purchase you can take it back to the place you bought it from. i dont think that you should ever have to pa shipping if it has a defect. shame on hamilton beach. i would just give in i would keep trying to do it some other way. good luck
December 31st, 2012 at 2:55 am
Poor customer service for sure!
December 31st, 2012 at 10:06 am
I would have had a fit! That is ridiculous! Did you ask for a manager? I have worked in customer service for over 20 years and I have never come across something like this. I am shocked that Amazon handled this situation so poorly. I’m sorry that happened to you.
December 31st, 2012 at 10:07 am
I think this is crap! You shouldn’t have to pay shipping, must less anything else! If their company was up on their customer service policy and wanted to remain one of the better companies then they should have offered a new coffee pot and a damn coffee grinder for free! Well I won’t be buying any of their products and to be honest, this is not the first time I have heard of problems with this companies. All I can say to anyone else is: BUYER BEWARE!
December 31st, 2012 at 10:18 am
Did the thing actually make coffee. That thing is awful. $15 for shipping–NEVER. They should send you a Keurig as a replacement.
December 31st, 2012 at 10:32 am
Wow! That seems a little extreme for a manufacturer defect. You definitely should not have had to pay shipping for the new one!
December 31st, 2012 at 11:04 am
Wow, that’s too bad that you had such a problem. I can’t believe that they made you pay shipping to return it, that’s crazy. I don’t understand why they made you cut the cord though.
December 31st, 2012 at 11:27 am
They should not have charged you shipping! It was sent to you broken, they should apologize and refund your shipping!
December 31st, 2012 at 11:46 am
Thats ridiculous!!! You shouldnt have to pay for shipping!! Its their fault it doesnt work, they should cover shipping!!! I dont blame you one bit for being mad. And, does it really cost $15 to ship it? Really? If I were you, I would email Hamilton Beach and tell them you will never buy one of their products again, and tell them why. They will probably do nothing, but I would do it anyway. Thats bull.
December 31st, 2012 at 12:00 pm
Crazy ! I hate having to pay these outlandish shipping and handling charges……Don’t blame you.It’slike they are charging you because you received a defective coffee pot.
December 31st, 2012 at 12:14 pm
Good to know they are on their toes !
December 31st, 2012 at 12:23 pm
What a load of crap, have to do the same for jammies from the hubby
December 31st, 2012 at 12:43 pm
Glad she got a coffee pot though. I order from Amazon, since 2007 and have not had a problem so far. God didn’t damn it either.
December 31st, 2012 at 12:50 pm
That is crazy. You shouldn’t have to pay shipping if you just bought it. I would be furious.
December 31st, 2012 at 1:00 pm
lol I would not pay to ship the defective item back thats just not right at all!
December 31st, 2012 at 1:00 pm
I don’t think you should have to pay. It’s their fault, not yours.
December 31st, 2012 at 1:00 pm
they should have replaced it with no charge to you…
December 31st, 2012 at 1:05 pm
thats ridiculouS! Their customer service sucks! I would be livid! Good luck to you!
December 31st, 2012 at 1:10 pm
that’s hysterical
December 31st, 2012 at 1:54 pm
I had this same problem with a game I ordered for my son that arrived broken. I will think twice before I order from them again. Extremely disappointing!
December 31st, 2012 at 1:59 pm
if it’s a replacment i feel they pay for shipping
December 31st, 2012 at 2:07 pm
I had a Bunn they recalled it, but wanted me to pay $29.99 I believe it could have been more to get a replacement.Crazy the products are Duds, and we have to pay.
December 31st, 2012 at 2:11 pm
That is ridiculous. I would not buy their products any longer. A manufacturer defect should be their responsibility for shipping. Not to mention asking you to send a picture of the cut cord. They have deplorable customer service.
December 31st, 2012 at 2:14 pm
It is a common situation. I try to be very careful about ordering online appliances, the return policies, restocking fees at a store, etc. Many times they can have things wrong. The best manufacturers often charge more when you get service that would include shipping for defects, warranty issues, etc.
December 31st, 2012 at 2:18 pm
wow!!! that is crazy!!! this year has been my first year of really doing online shopping and thankfully i haven’t had to return anything but boy i would be pitching a fit!!!!!! people wouldn’t like me!!
December 31st, 2012 at 2:19 pm
I have a coffee pot just like this, and mine is still working really good. It has to be a flaw in the Coffee pot! But to make you have to pay that much for shipping is so terrible. That is what my fear is if something that is defective and not your fault that you have to pay shipping! I think that this is terrible! It would make me so mad!
December 31st, 2012 at 2:39 pm
I would not pay to ship. Not right!
December 31st, 2012 at 2:44 pm
That is not considerate customer service. They should be bending over backwards to ensure you’re satisfied.
December 31st, 2012 at 2:56 pm
Customer service is not what it’s supposed to be. Some companies I have found, keep trying (time warner cable) But don’t get it right.
December 31st, 2012 at 3:18 pm
It’s how they play the game of covering some of their losses. Used to be their profits paid for customer service issues.
Now, it’s just the customer that pays (again).
December 31st, 2012 at 3:25 pm
That’s messed up.
December 31st, 2012 at 3:38 pm
This is so terrible that is what is wrong with most companies customer service
December 31st, 2012 at 4:03 pm
Wow that’s total crap
December 31st, 2012 at 4:24 pm
Love!
December 31st, 2012 at 4:30 pm
This is unbelieveable!
December 31st, 2012 at 4:31 pm
That is ridiculous. I have had a couple of companies try to do that to me too. I always ask for a supervisor and usually they can handle waving the shipping charges since it was a defective product.
December 31st, 2012 at 4:50 pm
Wow companies can really be ridiculous sometimes. You shouldn’t have had to go through that. Ludicrous.
December 31st, 2012 at 5:09 pm
The first couple times I bought clothes online and had to return them this happened. I guess it was my problem that the clothes didn’t fit but having to pay to ship them back was painful. Since then, I almost never shop for clothes online. I like to be able to try them on! But that is just poor customer service for them to make you pay to ship back a defective item!
December 31st, 2012 at 5:19 pm
Wow, that definitely doesn’t seem right. If there was a return for a reason that was your fault I could see the shipping charge. For a defective product….. definitely not.
December 31st, 2012 at 6:12 pm
It is unfortunate that you had to go through that but there are a lot of dishonest people out there that will try to lie to gain something. With that said I also have to add that you shouldn’t have to pay the shipping. That doesn’t say much for Amazon. Unfortunately that’s one of the downs to buying online.
December 31st, 2012 at 6:38 pm
You do realize that most of the time in the temp. warrenty it says if something goes wrong and you need to return it that you are required to pay shipping?
December 31st, 2012 at 7:09 pm
That’s just wrong, did you ask for a manager?
December 31st, 2012 at 7:15 pm
True customer service has gone the way of gas station attendants. Sorry for your experience.
December 31st, 2012 at 7:17 pm
Shipping is ridiculous anywhere these days! That sucks about the coffee pot!
December 31st, 2012 at 7:34 pm
That is rediculous!! You have paid for a product that is suppose to work. The company should not charge you for their defective work!!
December 31st, 2012 at 7:45 pm
I think it is ridiculous too! I don’t see why you should have to pay shipping for a defective product.
December 31st, 2012 at 7:47 pm
If only shipping was always free. That would be awesome!
December 31st, 2012 at 7:48 pm
Wow, that’s totally not your fault! Sometimes customer service can be so poor!
December 31st, 2012 at 7:58 pm
I don’t think you should have to pay for the shipping when there coffee pot wasn’t working. I hope the replacement worked fine for you.
December 31st, 2012 at 8:10 pm
Actually revenge is yours sweetie!! I’m sure none of us will be buying anything from Hamilton Beach anytime soon and we are all kinds of people from all walks and this gets to all of us!
I bet WalMart would’ve taken it back without a receipt if they sold the same pot….hehehehe
Happy New Year1
December 31st, 2012 at 8:32 pm
That is ridiculous. Shipping is getting so expensive. That is one of the advantages of shopping locally, I guess.
December 31st, 2012 at 8:39 pm
I hate dealing with bad customer service. Gladly I haven’t had a problem like that. I ordered a Hamilton Beach hand mixer since it had really great reviews and my 10 year old mixer had mixed it’s last bowl and everything was great. But I do agree that if there was some sort of manufacturing problem THEY should have paid for the return.
December 31st, 2012 at 8:42 pm
That’s absurd! You should not have had to pay shipping. Complain on their Facebook page. That seems to get favorable results for a lot people.
December 31st, 2012 at 8:48 pm
wow! I have had very good luck thus far with returning defective items. Usually they will promptly ship a new one and if they want it back they will send me prepaid shipping cartons!Boo for Hamilton Beaches customer service!
December 31st, 2012 at 8:56 pm
wow that is stuoid, well i need to return an mp3 player that i bought online but right now they are not taking returns by mail and the nearest store is like 2 hours a way, so im kind of stuck right now
December 31st, 2012 at 9:04 pm
wow that is crazy! lol.
December 31st, 2012 at 9:13 pm
I find it utterly ridiculous!! That will make me think twice about buying a Hamilton Beach product.
December 31st, 2012 at 9:54 pm
they should have replaced it
December 31st, 2012 at 10:28 pm
Ok, that’s just ridiculous! I have never heard of a company who wants you to pay return shipping on a defective product!!
December 31st, 2012 at 10:30 pm
Return shippings and returns both stink
So sorry~
December 31st, 2012 at 10:31 pm
that is so wrong! it is too bad these companies treat customers like this!
December 31st, 2012 at 10:35 pm
well i find paying for the shipping is ridiculous did u ask to speak to a mgr rather then just customer service ..i would have fought and fought and called till i won and oh yes i would have won
December 31st, 2012 at 10:36 pm
Wow, that is ridiculous!! I will definitely remember that when I’m shopping for any small appliances … no Hamilton Beach for me!
December 31st, 2012 at 10:38 pm
i ordered from a company and ups instead of dropping it at my post office took it and dropped it at a residental address in another city i lived in over a year ago this was my daughters christmas present i still havent recieved it and have gotten nothing but the run around from both the company and ups so i really feel your pain
December 31st, 2012 at 10:40 pm
Wow, so much for good customer service! No reason you should have been forced to pay shipping for their faulty product!
December 31st, 2012 at 10:44 pm
That is a real shame. The world sure has changed
December 31st, 2012 at 10:48 pm
wow. the price you pay for saving money, huh. sheesh. remember back in the day when companies made GOOD products and stood behind their workmanship? yeah, i’m a bit too young to remember that – but there HAS to be some still out there, right?! probably not – not much point in it when people are so quick to run to china-mart and get crappy junk just to save $3 :-/
December 31st, 2012 at 11:03 pm
Happy New Year!
December 31st, 2012 at 11:04 pm
Well products aren’t what they used to be. Customer service isn’t what it used to be. So that’s Life! Sorry you got a coffee pot that was probably being made on a Friday at shift change and someone messed up cause they wanted to go home! Was the problem all resolved? Good- Hope the new year is Terrific for You and Your family!
December 31st, 2012 at 11:14 pm
I would be really mad also. I would have thought Amazon would be more reputable than that. I order tons of stuff from them but I don’t think I have had to do any returns. That they wanted proof by having you send a picture of the cut cord after paying for shipping is just wrong.
December 31st, 2012 at 11:30 pm
OMG!! That is horrible that they want you to pay shipping. I would email the corporate office with your issue! Good luck and please let us know what happened. happy New Year!!
December 31st, 2012 at 11:43 pm
Thats krazy!! Not right at all!
December 31st, 2012 at 11:55 pm
That’s ridiculous.
December 31st, 2012 at 11:58 pm
I wouldn’t pay to ship it back.
January 1st, 2013 at 12:10 am
anyway change the subject–happy new years!!
January 1st, 2013 at 12:37 am
Is there a store you can take it to?
January 1st, 2013 at 1:11 am
Happy New Year, and good luck all year.
January 1st, 2013 at 1:19 am
I think I would have tried to talk to them and made that point to them that their product came out of the box this way and that I was respectfully asking them to honor their brand, stand by their product and do the right thing…. once that didn’t work, I would tell them fine, go ahead and be that way but that they should be aware that I would then post to FB, my blog and send out emails to all my contacts about the situation and my NEW opinion of their company and their customer service.
January 1st, 2013 at 1:37 am
was the coffee pot given the good housekeeping seal? if so they will help you get your shipping back. That is bogus I would write a letter to Good Housekeeping and to the company.
January 1st, 2013 at 3:23 am
Wow! That’s just wrong! I have never run across this problem. Any legitimate company is going to make it right when there’s a problem! I would never shop with them again and I’d let them know it! Sorry this happened to you!
January 1st, 2013 at 5:46 am
I would have been very upset too. I don’t think you should have to pay the shipping, when the product is defective. I wouldn’t buy anything else from Hamilton Beach, if I was you. In fact, I’m surprised to hear that it got a good review from Good Housekeeping, because I find their products to always be less than average. Yes, you are right….only have one item to return after Christmas is not that bad.
January 1st, 2013 at 10:22 am
Terrible customer service…I would get my money back and purchase another product.
January 1st, 2013 at 10:48 am
That is ridiculous! You shouldn’t have to pay return shipping on something that is defective!
January 1st, 2013 at 11:00 am
Wow. Ridiculous. SO many places do that though. They offer free shipping blah blah…but when you return it with their return slip they either charge shipping for the replacement…or take the money for shipping out of your refund. Like it’s your fault their product was faulty. Bothers me soooo much!
January 1st, 2013 at 11:18 am
That is so crazy. So there product is screwed up and you have to pay shipping to send it back? Whereas if it was not screwed up in the first place you would not have to return it. That is so dumb. Thanks for sharing this with us.
Happy New Year.
January 1st, 2013 at 11:26 am
Too Funny!!
January 1st, 2013 at 11:53 am
At least it would have been just a 3$ shipping fee, but 15$!! You can buy something else that actually works with that money lol. They should send you an additional gift for their failed appliance.
January 1st, 2013 at 12:07 pm
That’s crazy, I would have spoken to a manager …
January 1st, 2013 at 12:15 pm
It is a shame that you had to deal with all of this. They should have replaced it for free. Most of the manufacturer warranties are a rip off. They all require shipping fees. The really stand up companies will take care of though! Sorry, you had such a problem. Hamilton Beach products are usually good.
January 1st, 2013 at 12:42 pm
I try to order only those products online I am already familiar with. I did however, get a bad garment recently that was had a trusted label, whereas I expected reasonable quality. Wasn’t so. Seems some merchants are using online shopping as a way to profit off of low quality goods. This includes major well known retailers.
January 1st, 2013 at 12:54 pm
That isn’t fair that you had to pay shipping on a replacement.
January 1st, 2013 at 12:59 pm
Wow, I would try going up higher in rank in the customer service dept. Seems they would be more accommodating considering they are such a big company. I had a problem with nomorerack.com….ordered a pair of shoes..realize it gets shipped when they have it. That was fine, I ordered size 5 and received a size 8 1/2. When I called they said first I had to pay to send back the wrong shoe, and then get a credit and they didnt have it in a 5..um. I sold them at a yard sale and tell everyone dont buy from nomorerack!
January 1st, 2013 at 1:30 pm
i cant believe they made you pay for shipping it back to them. unbelievable
January 1st, 2013 at 1:34 pm
Someone at Amazon needs a good smack across the back of the head!
January 1st, 2013 at 1:52 pm
That is ridiculous! I can’t believe they made you pay for shipping!
January 1st, 2013 at 2:02 pm
Their problem, they should have paid the shipping!!
January 1st, 2013 at 2:13 pm
And the point of cutting the cord….to make sure it was broken? That sounds odd.
January 1st, 2013 at 3:13 pm
It isn’t fair that you had to pay for the shipping. It is their product, and they should replace it, for free. It was obviously a defected product which was no fault of yours. Companies should be more courteous to their customers. After all, without customers, there would be no sales.
January 1st, 2013 at 3:17 pm
That’s ridiculous to have to pay shipping. And it’s really unfortunate that they didn’t trust you- apparently they’ve had problems with fraud in the past and that’s just sad.
January 1st, 2013 at 3:54 pm
OMG….This is really silly. I am unsure what most places feel customer service is these days. I am pretty sure this was not a happy customer that will be sure to shop there next holiday season.
All life’s little lessons
Glad all in all you had a great christmas!
January 1st, 2013 at 4:06 pm
That is SO not right!! What happened to making sure the customer is ALWAYS first and that ANY problems are addressed WITHOUT question?
January 1st, 2013 at 5:01 pm
I’ll have to remember to avoid Hamilton Beach products then!
January 1st, 2013 at 5:07 pm
What is you just want a refund do they give you back the shipping then. I really think about ordering from a company when you have to pay to ship back if there is a problem.
Christina
January 1st, 2013 at 5:20 pm
I would have told them I would not pay shipping. Tell them you want to talk to a supervisor and then let them know you have a blog and will telling all your followers about this.
January 1st, 2013 at 5:31 pm
At this point, you’ve already jumped through all of their hoops, so your Mom can have her gift. But I would NOT let it end there. File a complaint with Amazon and make SURE to leave NEGATIVE feedback so that others will not order from that HORRIBLE customer service business!!!
January 1st, 2013 at 5:44 pm
Shipping is a determining factor to a lot of sucsess. Thank you. Jerri Davis
January 1st, 2013 at 6:42 pm
It’s terrible! To have to pay shipping on a faulty product! I would write to the manufacturer and complaIn… may or may not have results, but at least you can express your displeasure and assure them you will never buy one of their products again.
January 1st, 2013 at 6:43 pm
Deff. go to a manager about this
January 1st, 2013 at 7:18 pm
That’s crap! Bad customer service… I would have just returned it and bought another brand on principle.
January 1st, 2013 at 7:27 pm
I think it’s completely rotten that you had to pay the shipping. I love Amazon & use their site frequently. It’s disappointing to hear this.
January 1st, 2013 at 7:55 pm
I would NOT pay shipping! So very wrong!
January 1st, 2013 at 7:55 pm
so sorry that happened. Gone are the days of good customer service.
January 1st, 2013 at 8:19 pm
Yes this is ridiculous! And from such a well known company, I agree with everyone else. You should never have to pay to ship a defective product back.
January 1st, 2013 at 9:24 pm
wow thats annoying
January 1st, 2013 at 9:29 pm
this was not fair to you at all
January 1st, 2013 at 10:03 pm
I’d write a letter to Good Housekeeping and let them know, especially since they had given their endorsement to the product.
January 1st, 2013 at 10:21 pm
Wow, I would never buy from that company again, ever. They wanted you to cut the cord so that you would not be able to use it again in case you were lying, and no I don’t believe you were, it’s just a stupid policy. I’d send it back with the cord cut and tell them where to go, lol. I know you’d be out the money then, but honestly, do you want to deal with them again? Go buy a different coffee maker in town and enjoy that, knowing you can take it back with no hassles then.
January 1st, 2013 at 10:25 pm
It’s so frustrating when you have to deal with bad customer service. I would tweet about it. Bet they’ll send you a free coffee pot!
January 1st, 2013 at 10:27 pm
That’s RIDICULOUS!
January 1st, 2013 at 10:41 pm
That is just plum stupid I can’t believe they made u pay shipping!
January 1st, 2013 at 11:12 pm
Hamilton Beach has managed to piss off enough people here that they will be loosing more than the $15 in shipping they charged you.
January 1st, 2013 at 11:19 pm
I had to do that with my Mr. Coffee coffee pot. I had to cut the cord (like you can use it when it is broke) and I had to pay shipping BOTH ways! I will NEVER own that brand again. There problem, they should pay for it!
January 1st, 2013 at 11:41 pm
Ridiculous, that is crappy customer service. As if a corporation that large can’t afford to pick up the shipping?! Puh-lease! I just wouldn’t buy anything HB again as protest
January 1st, 2013 at 11:41 pm
Wow that really sucks! U shouldn’t have to pay shipping on a replacement item!!!
January 2nd, 2013 at 12:17 am
Usually Amazon.com is better on their return policies, however, it may be different with each retailer. The shipping charges tend to be a real problem with buying online. But I guess you have to pay for the convenience of not having to go out to a store and purchasing the item.
January 2nd, 2013 at 12:46 am
terrible customer service! keep on them about it…. surly a big corporation like that could afford to get their defective product from you and make you happy…. or risk you telling tons of people on the internet about it and they lose our business.
January 2nd, 2013 at 12:53 am
I can’t believe they made you pay $15 in shipping when they sent you a defective product, and that they made you cut the cord and send a picture like you were trying to scam them!
January 2nd, 2013 at 1:41 am
I probably would have thrown a fit until they paid for a new coffee pot and shipping. If someone would have gotten hurt the company would have had to pay the horrible situation. I really hate how so many electrical companies get away with these types of things.
January 2nd, 2013 at 2:10 am
I miss customer service! I’m sad to hear about your story.
January 2nd, 2013 at 2:34 am
This makes no sense to me! If you took a picture of the defective coffee pot with the cord cut off then sent the pic to them they should have sent out a replacement to you and not have you send back the defective coffee pot. If they wanted the coffee pot back then why have u cut off the cord so they could test the product for a defect? Idiotic!!!
January 2nd, 2013 at 4:33 am
WTH. I’d be beyond pissed. They should be paying for shipping.
January 2nd, 2013 at 8:58 am
I don’t think you should have to pay.its their fault
January 2nd, 2013 at 9:17 am
Bad customer service
January 2nd, 2013 at 10:41 am
I’d be completely frustrated as well. I feel that THEY need to handle all of that, especially since the issue is with them and not you. Its not like its your fault that their product didn’t work. You shouldn’t have to pay a dime to get it replaced.
January 2nd, 2013 at 11:32 am
Returning faulty products is always a hassle! Too bad everyone didn’t have a return policy like Kohls…
January 2nd, 2013 at 1:28 pm
That is so wrong wanting you too pay for shipping when you just got the product it does nto work come get real. Oh well some companies do not care about customer service anymore. Just out too make a buck it seems
January 2nd, 2013 at 1:58 pm
Customer service just isn’t what it used to be but then companies do have to protect themeselves because people are just not as honorable as they used to be either…sad but true
January 2nd, 2013 at 2:11 pm
oh no way bs
January 2nd, 2013 at 2:41 pm
You should never have to pay for shipping if the item is messed up!! So wrong of them!!
January 2nd, 2013 at 4:51 pm
I agree that it is wrong for them to cahrge you shipping on a defwect in their product.
January 2nd, 2013 at 11:26 pm
Returning always is difficult! Companies should have easier returns!
January 2nd, 2013 at 11:44 pm
I find this very wrong,to protect their name and brand they are sailing in my opinion they should have paid for the shipping. Some companies are nicer than others.
January 2nd, 2013 at 11:49 pm
Shipping costs are ridiculous… it’s better to get Amazon Prime, it’s a great deal!
January 2nd, 2013 at 11:53 pm
that’s ridiculous that you had to pay for them to replace their defective product.
January 3rd, 2013 at 12:29 am
They should pay shipping!!!! Pretty poor way to handle business.
January 3rd, 2013 at 12:41 am
It is wrong for a company to send out “lemon” products to the consumer.Me,I would have told them that hot water came out of the leak and burned my leg,etc,so they can ship me my product without paying that extra money out.
January 3rd, 2013 at 4:08 am
Companies do have to protect themselves from fraud, BUT, they also need to serve their good customers… you should not have had to pay anything for the new coffee pot, since it was their defect. I have had to do the cut cord thing, take a pic, and email it, but I also got a new product shipped FREE. If the rep wants to charge you, don’t argue, restate your case, and if the answer is the same, ask to speak to the manager (demand if you have to, get the rep’s name, the manager’s name, and tell them you don’t want to be kept on hold forever, before they transfer you). Keep complaining until you get what you want, believe me, it does work, if you are tenacious enough. You may have to ask for the name of the person who runs the corporate office… they don’t want to give that to you, because if it goes that far, it tends to get the reps involved in trouble, because they should be able to problem solve so it doesn’t get to that point… hopefully that will do the trick! BTW, I know this from working for a big florist distribution company I shall not name… that’s the chain of command for most phone bank customer service.
January 3rd, 2013 at 4:17 pm
No way,Keep fighting and keep spreading the word,they will give you another one.
January 3rd, 2013 at 10:46 pm
That’s ridiculous! A lot of company’s will send you a return label so you don’t have to pay the shipping, as it should be! I guess that’s the price you pay for the convienence of shopping online?!
January 4th, 2013 at 1:25 am
can’t believe they didn’t send you a return paid postage slip. that totally sucks.
January 4th, 2013 at 12:49 pm
I think its wrong. They should have to pay the shipping not you.
January 4th, 2013 at 1:01 pm
Shipping?! Thats crap that should be part of the warranty sheesh!
January 4th, 2013 at 1:14 pm
Bad customer service ask to speak to supervisor
January 4th, 2013 at 1:45 pm
That’s crazy! I HAVE seen companies that make you pay shipping and then when you return the broken one they refund it. But it IS crazy!
January 4th, 2013 at 10:29 pm
That is very annoying. I have had some bad experiences with shopping online as well.
January 4th, 2013 at 11:00 pm
Sorry this happened to you. Shipping was terrible!
January 5th, 2013 at 12:53 am
Everyone has already said what I was thinking…but on top of that…$15 for shipping??!! How much could that thing possibly weigh? Were there bricks in the box, too?! Crazy!
January 5th, 2013 at 9:05 am
I would have been furious! You bought this through Amazon and they did this? I have never had a problem like that with them. I think I would have just returned the stupid thing altogether, but I can understand that it was a gift for your mom so you wouldn’t want to.
January 5th, 2013 at 12:17 pm
They should pay the shipping
January 5th, 2013 at 12:30 pm
They should reimburse you I would think because its not your fault its defective.
January 5th, 2013 at 2:07 pm
That’s terrible!! I would have gone out and paid $20 and bought her a nice Mr. Coffee which is the best coffee pot on the face of the planet. At one time my husband was into buying a bunch of money for these really nice coffee pots. I think he paid like $60 for one. He even named it (Ziggy). He loved that thing. It lasted I think 6 months. But he wouldn’t be stopped. He went out and paid some ungodly amount and got Ziggy Jr. Same thing. Finally he listened to me and got a good old Mr. Coffee. No problems. I swear by Mr. Coffee. They may not have all these fancy features, but they sure do last a long time.
January 5th, 2013 at 3:57 pm
You might have been able to speak to a higher manager and ask them to give you a credit. Sometimes speaking with a manager helps with costs of return shipping.
January 5th, 2013 at 4:56 pm
This is crazy, especially since you probably paid to have it shipped to you in the first place…
January 5th, 2013 at 8:16 pm
It’s just poor customer service. They don’t think of people as people but just things to get money from.
January 6th, 2013 at 1:04 pm
What junk, they should have been all over this with apologies, sorry this happened to you!
January 6th, 2013 at 1:05 pm
It’s a gorgeous coffee maker, it stinks that they have terrible customer service!
January 6th, 2013 at 1:36 pm
I found this incredibly stupid, especially since I have been there with a nightstand that was the wrong color (not what I ordered) and a pair of slippers in the wrong size (again, not what I ordered). Why should we be penalized?!
January 6th, 2013 at 1:45 pm
Well, if they’d asked you to return the old one instead of just proving you’d destroyed it, you’d have paid for shipping it to them, right? Or you’d have paid gas money to take it back to the store where you got it. I see this as no different.
January 6th, 2013 at 4:25 pm
That is crazy. They should pay the shipping since it is broken.
January 6th, 2013 at 4:47 pm
Wow that is really dumb! I can’t believe they did that to you
January 6th, 2013 at 5:19 pm
That is ridiculious and I would have yelled and cursed till they lowered the shipping honestly. It’s completely the manufacturers fault but Amazon shouldn’t be selling faulty items either so half and half.
January 6th, 2013 at 10:08 pm
i would say get me the boss and then tel them to send you a labe back for the psotage and then get the bbb in to it they will love that
January 7th, 2013 at 12:39 am
That is really terrible customer service. I hate when companies won’t make something right when they’re clearly in the wrong. So sorry.
January 7th, 2013 at 9:30 am
It is crazy how a fre people trying to get more than what they paid for can make it so difficult for a honest person to do a simple return. Very sad.
January 7th, 2013 at 11:45 am
it’s a really terrible customer service. i usually do online shop at target or walmart so i can easily return the item. So sorry to hear your story
January 7th, 2013 at 6:13 pm
Yes, I do find a problem with this. They should have replaced the coffee maker period. I would have wanted to talk to the boss or whoever in charge. There was no sense in you having to pay for anything about the coffee maker. Sorry you had such a problem.
January 7th, 2013 at 8:41 pm
How horrible. I can’t believe you had to pay for shipping when it was their fault it wasn’t working.
January 7th, 2013 at 10:55 pm
Yeah, that is stupid. It was entirely not your fault. I understand that shipping is costly for the company, but that’s not your problem in this case.
January 7th, 2013 at 10:55 pm
That is the stupidest thing i have ever heard of. You would think that with a big company like that it would be no big deal for them to simply just ship it out to you.
January 7th, 2013 at 11:07 pm
Sounds to me as though they didn’t believe you bought it in the first place or that it was defective. Perhaps you didn’t save the receipt? I would’ve thought Amazon had some type of return policy or perhaps your credit card company’s return policy would apply here. I’ve never had that problem before. I hope I never do. Sorry you got jerked around. I would definitely buy a different brand from now on.
January 8th, 2013 at 12:37 am
Totally not your problem and you shouldnt have had to pay anything for a defective coffee pot…
January 8th, 2013 at 12:38 am
I understand. I hate it when even good companies make you pay shipping to get your money or replacement back. I try to dig thru all the junk to see what the return requiremants are before I buy. Usually I end up at Walmart or Kmart and get what they have because I never have the extra cash if a problem happens to me.
January 8th, 2013 at 12:40 am
That is just horrible to have to pay for shipping when they had a faulty product
January 8th, 2013 at 1:31 am
complain to amazon, they have never charged me shipping for something that was defective,
January 8th, 2013 at 4:37 am
That is just ridiculous.
January 8th, 2013 at 11:16 am
That’s terrible!! I guess some companies don’t stand behind their products!!
January 8th, 2013 at 11:57 am
It seems that most people do not agree with this practice and I am one of them! This doesn’t seem too good for their public perception. It might save some money but it doesn’t do well for reputation.
January 8th, 2013 at 1:05 pm
that sucks!!!! you could of bought a new one at the store for the $15 you paid in shipping….sorry you had that experience!!
January 8th, 2013 at 3:20 pm
It’s crazy, isn’t it!
I recently returned something to Amazon and was disappointed when I had to return it. It was ridiculous with the shipping.
January 8th, 2013 at 5:24 pm
that is soooo wrong! You already paid for them to ship you a defective product! I would not keep quiet on this! I just read too that if you order through shoprunner you get free shipping for returns as well. don’t know if that would apply here or not.
January 8th, 2013 at 7:41 pm
Wow that is so ridiculous!!
January 8th, 2013 at 7:44 pm
I would complain about this myself this was not ok.
January 8th, 2013 at 8:57 pm
This is just wrong. And mailing insurance prob wouldn’t have helped any either.
The company should have been better about helping more, though. I have had better luck with other companies. That reflect bad on them!
January 8th, 2013 at 9:15 pm
@tisonlyme143
I have had problems similiar to this , not with that name brand though, never had a problem with returning it, i just brought mine back to walmart LOL thanks for sharing your story
January 9th, 2013 at 9:13 am
I agree with you, the return shipping should be absolutely free. It is not your fault the product was defective, so why should you have to pay for their defective product to be returned. Good luck on this.
January 9th, 2013 at 10:58 am
wow, once the cord was cut and you were getting the same thing it is clear that you did it because it didn’t work, they shouldn’t have charged you a cent. In fact the should have sent you a little something for the inconvenience
sibabe64 at ptd dot net
January 9th, 2013 at 1:40 pm
I worry about this sort of thing. I do shop online but I guess I’ve been lucky. I would be furious if I had to pay shipping. I would write all the people I could and give bad reviews on the page where you bought it.
January 9th, 2013 at 2:25 pm
That is a bunch of crap. Glad you posted this so others won’t buy from that same manufacturer. If they don’t even back up their own products immediately after buying them they aren’t worth it.
January 9th, 2013 at 11:44 pm
I’ve had so many items sent to me already broken, i ahte it!
January 10th, 2013 at 8:50 pm
Excuse my language but that’s a load of crap. If their product is defective they should make it right and refund you the fifteen dollars in shipping you put out. This is not wise on their part, as they will get a lot of negative reviews for just this reason.
January 10th, 2013 at 9:05 pm
This is a shame!
January 10th, 2013 at 9:38 pm
That is awful!!! It should be THEIR responsibilty!! Shame on them.
January 11th, 2013 at 4:06 am
Sadly, that happens with most companies. A company such as Zappos is great because they pay the shipping, but most companies won’t.
January 12th, 2013 at 5:59 am
Customer Service is no more. I would have also paid since it was a gift but I promise I would not stop until I was refunded my money!
January 12th, 2013 at 1:59 pm
I have noticed that sometimes you have to pay shipping. Also, depends on what it is!
January 12th, 2013 at 7:37 pm
WOW! It is very unfortunate this happened to you, although; the same thing happened to me when I ordered through a store online a few years ago. I was pretty furious and asked to speak to the supervisor, then their supervisor, etc.. I was almost up to the CEO of the company, I do believe, when i got done. I still had to pay shipping but they refunded my money for the item AND sent me a new one. So In the end I was happy either way. Im sorry this happened to you! =(
January 12th, 2013 at 8:48 pm
wow that is horrible, i would have been asking for a manager
January 13th, 2013 at 12:21 am
Thats crap if you ask me, horrible customer service, THEY should pay to have it sent back. I’d never deal with them again and I would tell them I will spread the word!
January 13th, 2013 at 1:31 am
I would not pay shipping and I would demand that send a prepaid box for you to send it back in
January 13th, 2013 at 1:55 am
That is so stupid. They should pay for the shipping. Not your fault that the coffee maker doesn;t work. Bad customer service and bad representation of the brand.
January 13th, 2013 at 2:36 am
How horrible! Things like this are becoming more and more common now.
January 13th, 2013 at 2:39 am
thats not right…
January 13th, 2013 at 4:01 am
I agree with you, the return shipping should be absolutely free. It is not your fault the product was defective, so why should you have to pay for their defective product to be returned. Good luck on this
January 13th, 2013 at 4:06 am
Sorry to hear that happened to you.You shouldnt have to pay for shipping that was defective in the first place. Thats why applicanes have warranty on them for aleast a year from purchase.
January 13th, 2013 at 12:48 pm
That is what always makes me angry and I think twice before buying from that merchant again.
January 13th, 2013 at 2:04 pm
That is one thing that sometimes deters me from buying online. I like the sites that have free shipping on returns. But if I’m going to buy something electronic I try to buy it in store that way if I have any issues I can take it back to the store where I purchased it for an exchange or refund.
January 13th, 2013 at 2:41 pm
The larger the company, the more you have this. I try to stick to smaller businesses while shopping online. If you do have a problem w/ a larger company, definatly talk to a manager. Problems get resolved a lot faster. Don’t be afraid to call differant departments either.
January 15th, 2013 at 4:05 am
That is absolutely ridiculous! Did you speak w/a supervisor?!?!
January 15th, 2013 at 11:32 am
I would be complaining to them about this, this happens from time to time with some companies!
January 15th, 2013 at 11:34 am
Amazon.com has horrendous shipping charges- so I wait until I have $25 worth of items ( even then, this only applies to ELIGIBLE orders), so it’s not often I order.
January 15th, 2013 at 4:16 pm
Service has gotten so bad over the years they don’t seem to care if they have your business or not! We were hacked on Amazon at Christmas and my son even had to go to his bank. I was able to take care of mine over the phone. At Christmas when someone take $$$$ out of your account even if they give it back we had less to use to buy gifts until it was taken care of a week later.
January 15th, 2013 at 9:22 pm
all return shipping should be free
January 15th, 2013 at 11:45 pm
i think they have some fear of customers
January 16th, 2013 at 12:05 am
That is ridiculous! I can’t believe they would have such poor customer service.
January 16th, 2013 at 10:23 am
This is why I have issues with ordering things online and them wanting to charge me shipping to return it. Such a hassle.
January 16th, 2013 at 2:32 pm
Post on their Facebook page and see what happens.
January 16th, 2013 at 4:33 pm
Great customer service is an oxymoron!! At least thats the only return you had to make!!
January 17th, 2013 at 12:14 am
Sorry you got stuck with the shipping. I got my husband an old time popcorn popper that can be used in the fireplace and the latch wouldn’t close, an obvious defect. The company couldn’t be more hopitable, they allowed me to print out a prepaid shipping label to send it back and they sent me a new one. No cost to me. I guess you have to read the seller’s return policy. I have to admit, I didn’t but got lucky.
January 17th, 2013 at 1:16 am
That’s the one problem with buying stuff online, when it doesn’t work there’s the cost of shipping it back… really sucks…
if it was me, I would have checked to see if a local store sold the same thing, gone and bought one there, and returned the dud to them asking for a full refund… but that’s me…
hope you got a good one in the long run.
January 18th, 2013 at 3:03 am
Is there any way Amazon can help you? Did you use a credit card to pay for it. You could dispute the charge on the credit card. I did that once when a wallpaper company sent the wrong paper and wanted me to pay to ship it back. I filed a dispute with the credit card company and they removed the charge.
January 18th, 2013 at 12:45 pm
There is no way that you should have to pay shipping! How frustrating for a defect with the company that they would try to make you pay. I would write corporate and complain about it.
January 19th, 2013 at 11:34 am
That sucks big time! When they sent the replacement coffee pot, they should have sent you a postage paid box to return the original pot back to them in!
January 19th, 2013 at 1:58 pm
Unreal! They should definitely pay for the shipping; not make you even send the thing back! They should simply send you a new one, especially based on the picture you sent them. Hope it all works out!
January 19th, 2013 at 2:24 pm
That’s really bad customer service. You should never EVER have to pay for shipping on an item that is being replaced because it was faulty to begin with. I would complain, complain, and complain some more, because that is simply unacceptable.
January 19th, 2013 at 4:29 pm
I always read the return policy before I buy online. I refuse to pay return shpping
January 19th, 2013 at 5:42 pm
thanks for letting us know about this.
January 19th, 2013 at 5:54 pm
thanks for letting us know – I have not had this problem, but this year I did very little online ordering. But I know that others have had to pay shipping for things that we all would think should be covered by them because of their problems – its not like you were returning it “just because”
January 19th, 2013 at 5:57 pm
Oh, that’s awful…thanks for the warning! If there’s a consumer hotline person in your area (check local papers/TV), you might get some results if you tell the story and have the media person follow up.
January 19th, 2013 at 6:03 pm
Yea, that’s really ridiculous, but a lot of companies do have that policy that the consumer has to pay shipping for replacement’s product’s, but I still think the cost should be on them, since we as consumer’s buy the product with full trust that it will work properly.
January 19th, 2013 at 8:20 pm
This is unbelievable
January 19th, 2013 at 9:38 pm
Sometimes when problems like this arise, i might just cut my losses and get a new one somewhere else
January 20th, 2013 at 12:16 am
It really is a bummer but that’s why stores do this so that they can try to keep your money or get more..it’s all about money now rarely customer service.
January 20th, 2013 at 2:25 am
Wow unbelievable
January 20th, 2013 at 2:53 am
I would demand to speak to their highest manager and explain that this is through no fault of your own and you don’t believe you should be charged to replace a piece of their defective equipment. I wouldn’t take no for an answer because, we as the consumer, should have rights to get what we pay for, without it costing us more money than the product cost was to begin with.
January 20th, 2013 at 4:16 am
Having to pay for return shipping when a product is defective is not good customer service, provided it’s returned within a reasonable amount of time. Customer service is more like customer inconvenience to many online sellers now a day.
January 20th, 2013 at 10:26 am
The lack of customer service is SHOCKING!!!! I would have returned the entire thing and purchased it elsewhere.
January 20th, 2013 at 12:23 pm
That is an interesting story. I do feel it would be nice if they would cover the shipping. I would at least give them a not very positive review.
January 20th, 2013 at 12:57 pm
Oh my heck… would have helped me with my new year’s resolution to give up coffee
January 20th, 2013 at 1:35 pm
Sorry you went thru that hassle! I prefer shopping at brick & mortar stores for that very reason.
January 20th, 2013 at 7:33 pm
I’d report them to their local BBB. Sounds like very poor customer service.
January 20th, 2013 at 8:52 pm
Whenever I put in product defective they pay shipping. Hasn’t happen often.
January 20th, 2013 at 8:56 pm
That’s very bad business tactics!
January 20th, 2013 at 9:07 pm
I would not have been happy about this. As many others have said, it is too bad customer service isn’t a priority for some companies.
January 20th, 2013 at 9:40 pm
This is surprising, but sometimes company’s just don’t get it! This leads to nothing but bad PR for them. Fortunately most companies that I have had to deal with have been better than this. And, if they were not, then I would never buy their products again. Hope your Mom enjoys the new coffee pot.
January 20th, 2013 at 9:47 pm
Wow… I totally agree with you. I think that it is very bad business practice. If you got it off of Amazon though you SHOULD leave a review of the product (BAD BAD BAD) and be sure to include the B.S. about the shipping too for a new one.
January 20th, 2013 at 10:10 pm
Real customer service??? What’s that?
January 20th, 2013 at 10:33 pm
This sounds so crazy!
January 20th, 2013 at 10:34 pm
I had a similar shipping issue several months ago. I ordered a dorm fridge from Walmart.com that worked perfectly… for about 6 weeks. I contacted the manufacturer and was told that I had to pay the shipping to have it repaired. I had to raise a ruckus on the phone for 2 days, with 4 or 5 different people, to convince them that was BS.
January 20th, 2013 at 10:37 pm
Bad customer service will destroy your whole company. Without customers you have no business
January 20th, 2013 at 10:44 pm
Nice looking blog..