Tristar / refunding nonfunctional juicer
Monday, March 21st, 2007
SELLING BAD JACK LALANNE JUICER AND KEEPING THE MONEY
Factory refurbished power juicer express 49.99 + 5.99
MODEL #: MT-1020
SERIAL #: [protected]
DATE CODE: 1104
To Whom It May Concern:
I am a Canadian and my name is Julia. I am extremely disappointed in the customers’ service of one of your call centers at the following number [protected], pertaining to a refund of a bad product.
Sometime in mid September 2006, I bought a power juicer. I really liked the product then proceeded to purchase the power juicer express. When I called the Canadian shopping channel I was referred to the above number to order the cheaper refurbished Power Juicer express. Gladly I did so, when I received the product I could not get it to work, try as I may it did not work, I called for assistance and still no luck. I called to have the product replaced and was told, since it was coming from Canada I could not get a return label because of the customs issues at the border ( I’m guessing the depot would have to pay a customs fee like I did when I received it) so I was supposed to keep the non functional product. That was ok because I was getting it replaced. Little did I know that is where all my problems will start.
First call October 3rd 2006
I called about the replacement spoke to Eric and I was told it takes 10-15 days I waited and nothing.
October 27th 4:15 pm EST.
I called again and told the juiced was mailed out, so wait for it.
November 6th. 1:33pm EST.
I called back and was transferred to Eric; I still did not receive the juicer. I stated by November 23rd if I did not get the juicer I wanted to talk to a manager.
November 13th 2:45pm
I called back and was told a supervisor just check it and had to approved it to be shipped.
November 20th, 10 am
I called back and was told the juicer was shipped out on the 15th of November.
Still patiently waiting, I called back and was told by Sandy it takes 21 days to get to Canada and I had to wait till the 28th. As you noticed I had been told that a lot.
You can tell I have been very patient all this time and if the calls were being recorded as they should, no one could tell your company I was being rude. I have worked in this kind of environment and know what the agents taking the call go through.
January 2nd 2007
I called back and after waiting all this time I requested a refund. The agent by the name of Payton or Paige explained it would be done. I explained why the product was not returned because of the customs border issue and I was told I would get my refund, and it would take a few days. So again I waited.
January 18th 2007
I called back about the refund for the second time and was asked if the juicer was returned, I had to explained all over again why it could not be returned, it seemed obvious to me the notes were not read of not written.
February 9th 2007 – between 12:30 -12:50pm,
I called again and spoke to Lisa, I was told to give it time to allow the refund to go through, so wait till about the 15th of February. She then told me the juicer that was sent to me (which I never received) will have to be tracked and that would take a week and a second label will have to be sent out. Again I agreed to wait.
February 16th 2007
Called again and spoke to Shelly and was told I had to wait and be patient. I tried to explain to her I was running out of patience, and the next time I called back if I did not receive the refund I wanted to talk to a manager. She proclaimed I was speaking to her like a child. I explained I was not and tried to get across my frustration of waiting and not receiving my refund.
March 12th approx 9:15am
I was waiting a long time and felt like I was getting the run around. I was not prepared to keep a defective produce and I really wanted my money back. I asked to talk to a manager, after waiting about 8 minutes she came back to say a manager was not available and I was going to get a call back, having a customer waiting that long was unacceptable. I wanted to know how this was possible in a call centre on a Monday morning there was not one manager to give me the time of day to resolve my issue.
March 19th 2007 4:20 pm EST
I spoke to Pamela and I wanted to know why I had not heard from the manager. She informed me the manager called me on the 12th of March at 9:15 Pst. time which is 12:15pm Est. time. I was home and don’t recall receiving a message on my machine or a call. Once again I was told that she personally was putting in the refund and I will have to wait till Wednesday the 21st March to see this on my visa.
This is an insane amount of time for a company to refund a defective product and give the customer such a hard time. I will not order any more of your products again and will pass the word around to everyone I know to do the same. I will send a copy of this letter to the Canadian shopping channel and advise them not to refer people to the number to order this product, and I will send a copy of this to the better business bureau in the USA to complain. The product your company is selling is not worth it and I will send this to Jack LaLanne to get my point across. Your customer service has been horrific.
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