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:07/10/2025

  Type:Service or Repair 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.

  On August 14 I purchased the Spinn coffeemaker (order# ******) for $696.06. On December 23 the machine quit working and Spinn customer service issued me a return authorization. I sent the machine back to them for repairs. They repaired it and sent it back to me on January 9. Then, on March 25, the machine quit working again. I have requested warranty service now for three and a half months and nothing has been done. They have given me multiple reasons why they won't repair my machine: they are moving to a new facility, I should purchase a kit to try to repair it myself (which I did, but it didn't work), they can't get parts for repairs, tariffs are to blame, there are no replacement machines. Today I requested a refund since my machine has been inoperable more than operable since I bought it. They refused. I would like a refund or a new machine.

  Business Response

  Date: 07/11/2025

  Hi there - 

  Our team is more than happy to assist you - as already shared, as soon as the order for parts arrives, your machine will be brought in for a repair.  Also, as already shared, there is no stock of new machines for replacement.... and your machine is not eligible for being replaced. 

  If you'd like to proceed with the repair process, please return to the Spinn chat where the team will be happy to help you! 

  
  Best, 
  Spinn Team

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23579962. 
  
  Sincerely,
  
  Md ****** H *****s not provided any legitimate customer service or action in over a year.

  Business Response

  Date: 07/10/2025

  Hi there - 
  
  Not a problem - please email us directly at ******************************** to have your pre-order cancelled and refunded.  
  
  Best regards, 
  Spinn Team

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Date: June 10, 2025
  
  Thank you for the response. I acknowledge your June 10
  message, but must reiterate the seriousness of the situation.
  
  This is not the first time I've had to send my machine in—the original unit
  failed, and the replacement also malfunctioned within a short period. I’ve now
  been without a working product for several weeks. While I understand supply
  chain delays may happen, the lack of communication in early June and the
  absence of any real remedy remain unacceptable.
  
  What concerns me further is that Spinn informed me of a delay due to
  unavailable parts even before receiving and inspecting my machine. That raises
  the question: how could the needed part be identified before any diagnostic?
  This suggests either an assumption about the failure or a broader product
  defect affecting multiple units—both of which should be transparently disclosed
  to customers.
  
  I am again formally requesting:
  - A full refund for the machine and shipping costs
  OR
  - Immediate confirmation of when my machine will be repaired and returned
  (specific date, not 'sometime in July')
  
  If a resolution is not offered promptly, I will escalate this matter through
  additional regulatory, media, and legal channels.
  
  
  
  Sincerely,
  
  
  
  Justin G*******

  Business Response

  Date: 06/20/2025

  Hello again Justin, 

  As we shared previously in our support channels, due to a temporary delay in part availability, we communicated on June 10 that repairs could not proceed until parts were restocked, which we expect to occur sometime in July. We understand that this lack of a firm repair date is disappointing, and we regret the delayed communication in early June. This does not reflect our intended standard of service.
  While we are currently unable to offer a replacement due to inventory constraints, we remain committed to completing the repair as soon as the parts are received.  
  
  

  Business Response

  Date: 06/20/2025

  Dear Justin,
  Thank you for your message—and for your continued patience as we work through this difficult period.
  
  To clarify, during all machine repairs—regardless of the specific issue reported—we proactively replace key internal components as part of our commitment to long-term reliability and product care. This standard process ensures consistency and quality across all repairs, which is why we are unable to begin service until those core components arrive. Unfortunately, they remain on backorder and are expected to reach our facility in July.
  
  We understand your concern regarding the timing of our update before inspecting your machine. Because we currently apply the same replacement protocol across all units, we were able to inform you in advance that repair could not proceed without those essential parts. This was not based on assumption about your specific issue, but on our broader policy and current limitations.
  
  At this time, we are not issuing refunds for machines outside of the standard return window, and we do not have replacement units in stock. Your machine is in the repair queue and will be serviced as soon as the necessary parts arrive. We’ll notify you immediately when that process can begin. 

  We understand this has been an incredibly frustrating experience and assure you that your case is not being ignored. Your feedback is valued and has been shared internally to help us improve. Please don’t hesitate to reach out with any additional questions or if there’s anything else we can clarify.
  
  Sincerely,
   SpinnTeam

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thank
  you for the follow-up.
  
  To be honest, at this point I’m extremely frustrated. This is my second
  machine, and I’ve now gone through multiple repair cycles, each requiring me to
  send the unit in and wait weeks just to use it again. That’s not a sustainable
  experience for any product, let alone one at this price point.
  
  Your support has been inconsistent at best—responses have often been generic,
  delayed, or conflicting, and I was left in the dark for weeks until I filed
  this BBB complaint. Suddenly, with the BBB involved, I get detailed
  replies—where was this level of response when I submitted multiple support
  requests directly through your platform? It’s hard not to feel like your
  strategy is to delay long enough that customers just give up.
  
  Now I’m told that you apply the same replacement protocol to every repair and
  were aware of the part delay before even receiving my unit—yet I wasn’t
  informed of that until long after sending it in. It really feels like you're
  just trying to wear me down so I walk away and you keep my money. If I had
  known this is what I’d be dealing with—two faulty machines, no timeline for
  repair, and minimal communication—I would never have purchased this product. It
  may be marketed well, but the experience has been incredibly disappointing and
  feels deceptive.
  
  I’ve been more than patient. I’ve followed your procedures. But I’ve received
  nothing in return except delays, vague reassurances, and no working product. I
  am again asking for either a full refund or a clear, guaranteed repair and
  return date. I cannot continue waiting with no resolution in sight.
  
  
  Sincerely,
  
  
  
  Justin G*******

• Initial Complaint

  Date:06/12/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Additionally, Ive attached a copy of the email I received from the business on 6/14/25 (after filing complaint) acknowledging and confirming they are taking action and processing my refund within 10 business days. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/13/2025

  Hello there, 

  We are getting your refund processed - we had a major shift in our support department which has caused longer delays - but refunds are being honored. Thank you for your patience. 

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair 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.

  See Attachment

  Business Response

  Date: 06/18/2025

  Hi Troy, 

  As shared with you in the support chat - you voided your warranty when you didn't clean your machine for months.... that is the cause of the issues you have currently and when you extended your warranty, you did so agreeing to the terms of monthly required cleaning.  You agreed that it would be voided if you didn't keep to the required schedule. 
  
  We have attached your cleaning logs for your reference. 

   

  Best, 

  Spinn Team

  Business Response

  Date: 07/09/2025

  Your machine has unfortunately not been maintained and is in need of repairs - our team will be more than happy to assist you in moving forward with the process.

   

  Best, 
  Spinn Team

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23440671
  
  I am rejecting this response because:
  

  I have been asking for 16 weeks for a repair and they have not given me service. They are still clinic. I machine was not maintained and I have already cleared up that they were tracking the wrong machine. They are still saying the same things and I dont have confidence if this will be resolved. Until they send me an RMA shipping label and I get my machine repaired, I will not be satisfied.

   

  They need to send me a shipping label and actually give me service since I have been asking for 16 weeks

   

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 07/09/2025

  Your repair can be handled through the proper channels directly with Spinn - you cannot have your machine repaired via the BBB - if you would like to proceed, please resume your support ticket with Spinn directly. 

   

  Best, 
  Spinn Team

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23440671
  
  I am rejecting this response because:

  Spinn, you are lying. I just today was told you cannot devise the unit 30 minutes ago on the app. You are not giving warranty help. Refund my money or repair it!!!

  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:06/07/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for now. If there is no update with production and expected shipping dates within the next 30 days, I will again request a refund. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/20/2025

  Hello *****,

  On 6/12/25, weve received your request via email to keep your pre-order and remove the cancellation request for your Spinn 2. Your order will remain active as requested.
  Please dont hesitate to reach out if theres anything else we can assist you with.

  Best,

  Spinn Team

   

• Initial Complaint

  Date:06/07/2025

  Type:Product 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.

  We bought the machine in August of 2024 and right out of the gate it was defective. Customer Service was very understanding and sent out a replacement machine. Since then, we have had multiple issues; DIY kits sent out, which worked for a brief period, but now they won’t even respond. My last communication from them was 4 weeks ago when they said that due to tariffs it would be 6-8 weeks before it could be repaired. Since then, I have reached out multiple times via the messaging function on the app and *****************, and I get absolutely nothing. At this point I would like a refund and move on. Is the company even in existence?

  Business Response

  Date: 06/20/2025

  Hello Brent, 
  
  We are very much open for business - we are waiting on a parts order for resuming repairs - it is scheduled for delivery next month.  
  
  We are sorry for the longer than normal wait time - we will reach out as soon as the order arrives! 
  
  Spinn Team

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair 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.

  Last August I purchased an extended warranty on my Spinn machine. This was to cover repairs on machine and technical support. This cost me approximately $200 for an extended warranty. About 6 weeks ago I had a problem with my machine which has happened in the past, usually I would just send this back no questions asked for repair. I was informed that since they are moving offices or something to that effect that I would be placed on a waiting list to send my machine back. I asked how long this would take before I would be able to ship my machine back. They said 3 weeks. I have sent them many messages via the customer support now they are not even responding. I am sitting here with a coffee machine that is useless in a box. This machine cost about $700. Please let me know what other steps I can take to be treated fairly by this business. They should have some sort of plan in place.

  Business Response

  Date: 06/20/2025

  Hi ******, 
  
  Thank you for reaching outand Im truly sorry for the delay and the lack of communication youve experienced. We absolutely understand how frustrating it is to be without your machine, especially after investing in both the product and the extended warranty.
  Due to a recent warehouse transition and ongoing parts supply constraints, our repair queue has been significantly delayed. While this is not the level of service we strive to provide, I want to assure you that your warranty is still active and valid. We are committed to honoring all repair requests as soon as the necessary parts arrive, which we currently expect to happen in July.
  I also want to sincerely apologize for the recent lack of follow-up on your support messages. Were actively working through a backlog and making changes to improve our response times.
  Although we cant yet offer a specific timeline for your repair, you will be contacted directly as soon as your place in the queue comes up and we are ready to receive your machine. We completely understand this isnt the experience you expected, and we appreciate your continued patience.
  If you have further questions or need anything clarified in the meantime, please dont hesitate to replywere here to help.
  
  Best, 
  Spinn Team

• Initial Complaint

  Date:06/04/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Timothy C***e 13.

  Business Response

  Date: 06/16/2025

  Hello Timothy, 

   

  Please be advised that all cancellation requests are being honored in the order received. We have experienced longer than expected delays due to unforeseen delays with our support team, which were unfortunately out of our control.

   

  We appreciate your patience and will gladly get your refund processed.