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:06/24/2024

  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.

  Ordered machine and grinder in March 2024, advertised as local (see their map). All items represented as in stock. Espresso machine arrived in June. No grinder. After waiting weeks contacted company was told it was back ordered would ship soon. Couple weeks later, a grinder arrived. Wrong item. Sent pictures, documentation finally received return label. Now I'm being told that warehouse needs to confirm receipt and they have new processes. I provided tracking information that item was delivered for return. ****************** is now non-responsive, and I'm still out $850+tax and am additional $2500 for a coffee machine unusable without a grinder.

  

  Business Response

  Date: 06/25/2024

  *****, we do apologize for the delay as it relates to your Eureka *************. The Chrome version that you ordered on April 29th was on back order and then delayed by our supplier. As ***** on our team communicated to you earlier today, the grinder you ordered finally arrived at the supplier yesterday and we are having them ship it expedited to you today ****** Tracking #************). Sorry again for the inconvenience! Feel free to reach out with any further questions or concerns.

  Customer Answer

  Date: 06/27/2024

   
  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,
  
  *********************

• Initial Complaint

  Date:10/31/2022

  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.

  Purchased a brand new coffee grinder from Voltage Coffee Supply back in April 2022. The grinder is a Eureka Atom 75 in white. Almost 6 months later, when it was time to open it up and clean it, I discovered that the top part of the grinder has mismatched screws and one of the screws is stripped, making it almost impossible to unscrew it to clean the grinder, without causing damage.

  

  Business Response

  Date: 11/14/2022

  We were notified by the customer of his issue on October 17 via email that when he attempted to perform maintenance on his product (Eureka Atom 75 espresso grinder) six months after purchase, he noticed that one of the screws on the grind chamber was stripped. Our ***************** Coordinator (***) replied to him via email on October **************************************************** if they became stripped while the customer was trying to remove them. The customer claimed that the screws were defective from the time of his receipt. We reached out to the manufacturer and they shared that from the photos they believe the customer used improperly sized tools to remove the screws, which caused the damage. (See attached for a copy of the manufacturer's reply and their opinion). While we were waiting for the reply from the manufacturer with guidance on how to handle the alleged damage outside of the normal warranty window the customer chose to file his complaint with the BBB.

  We've continued to be in contact with the customer and on November 3rd via phone conversation, our employee (*****) offered a three part solution to the customer:

  1. We have ordered replacement screws from the manufacturer and are waiting for them to arrive at our warehouse.

  2. We have offered to have the customer's grinder shipped back to our warehouse, where we will perform the repair ourselves. This goes beyond our commitment as a reseller as repairs of this nature are the responsibility of the manufacturer. However, in this customer's case because we desired to resolve the problem as soon as possible and move on, we offered this unique solution.

  3. Once we repair the screws for the customer we will return ship his grinder to him again.

  See attached for a full record of our written interactions with the customer prior to him filing a complaint.

  We have sought to solve the customers problem, even though his alleged warranty issue is the responsibility of the manufacturer. As shared above, it is our opinion, and that of the manufacturer that the customer himself caused the damage on his machine by using improper tools.

  If you have further questions, feel free to contact me directly at ***************************** or ************.

  Thank you,

  *********************

  Director