Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company Canceled an Order I placed citing "issues with your order *************** of policies." I can only assume, on a previous order (ORDER #****) it's because I argued to ensure I get a grinder that was correctly stamped with their logo - not off center. I would like this decision reversed so I can continue to purchase from them as I do like their product. I was only pointing out a discrepancy with their Quality Control and wanted a well finished product for what I paid for ($79.30). They are really expensive and it's unacceptable to have an unfinished product. They did exchange it at the end of the day, but now they don't want to take my orders for future purchases? I did attempt to contact them via email last week and they did not respond or give explanation. So I can only assume above is the reason. I had purchased 4 Grinders from them total over time. I don't think banning me is fair or right.

  Business Response

  Date: 07/11/2024

  The company reserves the right to refuse service to customers who have been abusive to our staff. This is a policy designed to ensure a peaceful work environment for our employees.
  

  The customer in question has a history of aggressive, disrespectful, intimidating, relentless & degrading communication towards female support representatives. He has refused to respect the company policies and becomes abusive when told no.  
  

  His recent order was immediately canceled as a result of his account status being flagged. He was immediately refunded & notified.
  

  While he cannot purchase from us directly, our products are available to him through various other retailer outlets. Filing a BBB complaint due to our refusal to service him demonstrates his vindictive & abusive nature for which we are not required to endure. 
  

  ****** feels entitled to abuse employees & we are entitled to refuse service as a result. Our employees mental health and work environment is something we highly value.  

  Customer Answer

  Date: 07/11/2024

  I have never targeted female employees in regards to my purchases with this company.  The very idea is ridiculous and a demonstration of their unwillingness to change their policies or blame the customer for a discrepancy in their policies.  At no point in my complaint with the Better Business Bureau did I mud sling or mention anything about gender.  Nor did I bash anybody in my dealings with them.  If the company would have given me a grinder that had an icon that was dead center without me having to reach out to customer service over and over, this whole thing would be a non-issue.  What I did want is to be assisted and not dismissed as if I didn't purchase something that was a luxury or expensive item.  I think the idea of them thinking this has anything to do with gender is unfounded.  I also want to add - when I did finally have a representative assist me, this person was nice to me, found the grinder with the icon dead center, exchanged it and asked me to contact them if I needed to come again.  I will say that I'm a persistent person.  Most people are not.  Perhaps they're not used to this.  This has nothing to do with gender and I find this to be an additional problem with this particular business model.  Blame the customer, before looking at the real problem - the policy that initiated these gross misunderstandings.  Contacting the BBB is not a vindictive move, but a place of mediation.  Their perception of me contacting the BBB is an indication of how they react to customers that so much as question their policies.  At the very least, even if I never buy another grinder from this company, this will be an example and assist them and other customers from going through what I have with this company.  Unfortunately this is their perception. I wish them the best in their endeavors as I think it's a good product and hope this can assist them in reevaluating their strange policies and business practices.  Good luck!

  Business Response

  Date: 07/12/2024

  This complaint is nothing more than a tantrum. Last year, an imperfect product issue was 100% resolved but in the process the customer was aggressive, degrading and disrespectful to female staff who reported his behavior to management as a result. A male manager was assigned to the case and ****** was a completely different person. We do not tolerate abusive customers and stand by our policy to protect our employees from individuals like ****** who cannot take no for an answer, as proven with this BBB complaint. We have no obligation or intention to service ******. We sincerely hope he gets the help he needs.

  Customer Answer

  Date: 07/17/2024

  Genders not the issue. I talked to male staff that didnt help. The 1st solution posited was to return & repurchase, but Id be left paying the shipping twice. I suggested we exchange tops &/or have someone find a grinder not defective before the repurchase & was denied. The added shipping cost, dismissiveness, & how the defect wasnt considered under warranty are a deterrent. I dont think its right. Finally, I was contacted by the helpful agent & they were very nice & fixed this. But because y'all were out of stock, I had to wait til March 23 for Order 7281. The agent sent pics & it arrived with no trouble. They asked me to come back anytime. So on May of 23, 6 months after Order 5743, I bought a Large one (Order 7896). Y'all fulfilled the order, the agents helped, & I figured we were good. Because of the July 4th Special, I decided to buy an extra one & the Guide Package Protection. When I saw Order ***** was canceled, I didn't understand. I think after going through all this, perhaps theres other issues at play & it's nothing to do with gender. I don't work there. I can only speculate this Mini-Grinder Icon is a touchy subject & fulfilling misprinted Mini-Grinders may be cost significant. Is there an issue with QC? If I was flagged because of Order 5743, why was I allowed to purchase 6 months later? Why did I keep getting mailings? Itd been a year & 2 months after Order 7896. I didn't target your people; my target was to be taken care of. Your Mini-Grinders sell as much as most Large Grinders do on the market. Spending 30-40% more on an item means paying for the item to be up to spec.  I had to go through a lot to be helped. My desired outcome was not negative. When the order was canceled, I thought this was in error, but it looks like Ill only keep the items Ive purchased & wish yall the best.