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:02/07/2025

  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.

  ******* stores have a 22Qt pressure cooker part number *****B sold under ***** brand name. I contacted IMUSA requesting instructions for cooking. IMUSA responded stating information is not available. This product is an explosive and dangerous cooking device. Without precise and specific cooking instructions I argue it is an urgent matter to remove the device from store shelves in order to prevent possible severe injury or death to customers. ********************** stated information is no longer available due to company ownership changes. Please note that there are many considerations and parameters involved in cooking with a pressure cooker.

  Business Response

  Date: 02/10/2025

  Good **************************** appreciate your contact regarding MIRRO. We regret to inform you that the product in question (*****B) has been discontinued. Consequently, we do not have product information and are unable to manufacture it or its replacement parts.

  
  This specific model of pressure canner you own was discontinued due to a change in ownership when the company was bought out.Unfortunately, as a result of several transitions since then and being that we are not the original manufacturers, we are unable to provide support or replacement parts for products manufactured prior to our acquisition of the company back in 2020, as they have been discontinued and do not belong to the current ownership of the ***** brand.

  
  Due to reason, at this time we are unable to offer product information or offer a replacement as this unit falls as it falls outside of our knowledge and warranty. Please be aware that as an industry wide suggestion it is not advisable to use the pressure cooker if it displays any signs of wear and tear. We highly recommend considering a more current alternative.Although this specific product is no longer in production, we encourage you to explore our other product lines, including our newer offerings.
  

  We apologize for any inconvenience this situation may have caused, and we appreciate the time you've taken to reach out to us. At *****, we genuinely prioritize customer satisfaction and hope for the opportunity to fulfill your kitchen needs in the future.

• Initial Complaint

  Date:12/29/2024

  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.

  I have more than one of these pants over the past years they all have the same problem where the lining of these pants start to disintegrate into the food. Ive been told that this causes cancer what I am asking you is for replacement of this pans I have two of these. they should be replaced one because they are defective. They should not happen into. I am concerned about our health if in the past this had not happened I would not be asking you, but I have replaced these just threw the whole thing away. I dont think this is right I am asking you kindly if you would replace them for me kindly appreciate your consideration very much appreciated thank you for your understanding in advance.

  Business Response

  Date: 12/30/2024

  Good Morning, Thank you for contacting IMUSA. We will be contacting the consumer directly to the email provided on the claim.

• Initial Complaint

  Date:01/16/2024

  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.

  They approved warranty of product but not sent me yet product. And didn't receive any response from them yet from last 2 weeks.

  Business Response

  Date: 01/22/2024

  Good Morning,

  Consumer was aware of inventory status and was advised replacement are sent on a Friday basis depending on the inventory. Unfortunately, without having the product at hand we are unable to ship right away however please note the replacement was sent and tracking number was provided to consumer.

   

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21155201
  
  I am rejecting this response because: Agent who responsible for my case is not taking care of his or her responsibility. I already called 4-5 times customer service and they transfer me to his or her extension but never pickup the phone and after leave a message I never received called back. I am leaving in motel and due to that I bought this product to cook food and save money to spend out side. After sending cut prong photo on 20th Dec. they have understand situation of customer but they didn't understand that. They just make an excuse of not having inventory. As soon as I file a complain and you send the them they ship the product next day. 

  I attached a file in which you will see the response by them. As I feel that they don't want to send a replacement product. May be they did with many customers and they let them go may be after many effort they put in. 

  I spend lot of money on food outside due to not having cook top from 12th Dec to 22nd Jan ****. I need some kind of reimbursement for harassing me without any reason. Even when I contact customer service and ask for upper management contact they didn't provide it too.

  Waiting for response

  Thanks
  

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

  Business Response

  Date: 01/26/2024

  Please note product was replace and tracking number was provided via email. as the manufacturer we are only responsible for the replacement of the product which was provided. please note the case has been closed.

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21155201
  
  I am rejecting this response because they are making a excuse of inventory. Only my issue that who handle the case never response me till weeks after calling them or left message on voice mail too. So they don't care of customer after they purchase product. Before the date I file a complain I call them too to make sure may be I get the response but still not get and finally I complain you. As soon you forward a complain they get the product in stock.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 01/31/2024

  Company don't care about end user customer. Even any employees or upper management of company don't care. If they have a courtesy or if they care about consumer than at least they call us and reply with a apology email. I am not completely satisfied with company response.

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair 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.

  Purchased an Imusa 1 qt sauce pan from Canadian Tire for $16.94 tax incl. on August 21, 2023. The stickers on the pot itself clearly stated "1 qt sauce pan with glass lid'. However there was no lid enclosed. Called retailer Canadian Tires, was told that they do not have the lid. I went back to speak with the oriental **** rep at Canada Tire. She cross checked the code and she said Imusa never sent the lid, that they always have issue with Imusa shipments, that I have to contect the supplier Imusa directly to get the lid. I emailed Imusa few times but they refused, that it's not their responsibility and told me to go back to Canadian Tire who was never shipped the lid in the first place. I feel that is false advertising by manufacture Imusa when the pictures and description on both stickers on the sauce pan clearly show & state glass lid accompanies the sauce pan. I want the missing glass lid to be supplied by Imusa!

  Business Response

  Date: 05/21/2024

  We apologize for any inconvenience you've experienced. However, we'd like to clarify that our warranty policies apply exclusively to items purchased in the **, ******, and ******. Unfortunately, items purchased outside of these regions, including ******, are not covered by our warranty. We understand your frustration and will do our best to assist you within the constraints of our policies. For resolution regarding the missing glass lid, we recommend contacting the retailer, Canadian Tire, for further assistance. Please feel free to reach out to us directly at *************************************************** if you have any further questions or concerns.

  Business Response

  Date: 05/21/2024

  Dear BBB team, 

  Please remove this complaint as it our items are not meant to be sold in ****** and we do not honor warranty outside of the 50 US states. The retailer is ultimately responsible for this.
  

  Let me know if you have any questions.

  Thanks,

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

  Sourcing and Quality Manager

  Groupe SEB

  Customer Answer

  Date: 05/22/2024

  Explanation from business is not acceptable as retailer clearly explained that manufacturer never supplied the part. That I have to ask manufacturer directly. If that particular part is not to be included & supplied to Canada then the picture should not include that certain part. To me that's is false advertsing that BBB should deal with directly!

  Business Response

  Date: 05/22/2024

  Dear Ms ******************** called you yesterday to have a quick discussion with you on how to resolve this issue in the best possible way, but you did not pick up. We will be sending you an email soon to resolve this case and move forward from this inconvenient.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 20494325
  
  I am rejecting this response because:

  It's not a resolution. They only said it's not their responsibility. They r not going to do anything. So it is false advertising solely on manufacturer's part!
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/23/2024

  Ms ****, 

  We sent the attached email this morning and we have tried to reach you over the phone multiple times in order to send you a free replacement as a courtesy to compensate for the incident. Please take a look at your email and let us know if you would like us to proceed.

  Customer Answer

  Date: 06/25/2024

  *********************,

  I am back to ****** & has received your black replacement. I noticed that the navy blue Imusa one quart I bought & the black Mirror one quart you sent me is different in size. Please see the picture enclosed. The original paper inside my Imusa blue pot clearly stated 1 quart? Anyways I  respect your company's sincerity to close this issue by sending a complete set of Mirror pot with glass lid so I will not pursue the pot size different any more. I like to close this matter please.

  
  

  Hello Better Business Bureau,

  Kindly close my complaint against Imusa Company. Thank you.

  Rgds,

  *****
  

• Initial Complaint

  Date:03/23/2023

  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.

  I purchased an IMUSA expresso coffee maker from Amazon, this was not my 1st rodeo with IMUSA and this coffee maker.I purchased 3 of them each and everyone has turned out defective, the 1st one was past the warranty so i had to eat the cost. My husband encouraged me to try again, that one also went bad, luckily covered under warranty.3rd one in less than 3 months stopped working, i immediately contacted this company, was asked to send pictures destroying the machine, and they would cover under my warranty. IT HAS BEEN over 3 MONTHS AND THEIR EXCUSE IS OUT OF STOCK!!!!!!!!!!!! I have emailed them and no reply, i call and the young lady says and i """" 'WELL WE DONT HAVE ANY IN STOCK WHAT DO YOU WANT US TO DO' They will email me once they are in stock...SO I ASK ANYONE WHO WANTS TO GET ANYTHING FROM THIS COMPANY WHY WOULD YOU SPEND YOUR MONEY TO BE TREATED HORRIBLY...I work hard for my money and do not appreciate the way this company takes no consideration with my claim..

  Business Response

  Date: 03/24/2023

  Good ****** ************,

  Thank you for contacting IMUSA, We apologize if our protocols and procedures are not up to your standards, we kindly ask allow us the opportunity to receive this inventory and have the unit shipped out, we have not closed out the claim and have it very much in mind however should we not have inventory available we are unable to finalize and have an item shipped that is currently out of stock. Please note our procedures and guidelines are our efforts to providing all our consumers with the same quality of customer service. As we did mention and advise to you, we did not have inventory at hand and had to request this and have had a delay however rest assure as soon as we receive it we will have it shipped and all follow up information will be forwarded over.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19641581
  
  I am rejecting this response because:

  I was the one who had to call this business and inquire, no one called me. 
  honestly 2 months for a replacement is an excuse. Its not on back order with Amazon and other online establishments. 
  this is a  Cop out and unacceptable. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/29/2023

  Good Afternoon ************,

  Kindly keep in mind we have no control over retailer stores and their inventory, that is subject to each retailers discretion. Retailers and vendors are able to buy, have back stock and replenish their inventory all to their needs and we have no control over that and when their inventory is up to the public. We are the manufacturer and as mentioned we are still pending for this inventory to reach us, we will advise your your tracking number via email once we have received and shipped out your replacement, have a great day.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19641581
  
  I am rejecting this response because:

  4 months is unacceptable from any company to have a consumer waiting on inventory. Your company loses business each and everyday that you do not have inventory. I go back and stick by my original complaint. 
  this is a joke! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/22/2023

  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.

  I purchased the product named "IMUSA 14-inch Pre-seasoned Light Cast Iron Wok with Bakelite Handles" (item SKU#: PAN-10058W; date code: H13J) in a ******* Supercenter (#****) located at ***************************************************** on August 19, 2022. I paid $29.82 for the product. The wok worked fine in the first 3 months, but recently is peeling off black flaky coating material especially from the lower part of the wok. There are multiple scratch marks because of the peeling off of the black coating. I followed the product instructions to re-season it by brushing vegetable oil on its surface and putting it in oven at 300F for one hour (I cleaned it with soapy warm water to remove black materials and dried it for a night before brushing oil on its surface). However, the black materials still remain flaky after the re-seasoning. Each time I used it to cook food, some peeled-off black materials went to the food. I am concerned about health hazards because of this wok.I contacted the company on Feb. 7, 2023 via email and got a reply on Feb. 13, 2023, asking me to provide receipt, pictures, video, and detailed description. I replied them on Feb. 16, 2023. Since then I sent three follow-up emails but got no response from the company.The video linked below shows that more black coating came off when wiped with a paper towel.Video: ****************************************************************************************** To show the defects, I have attached the receipt, images of the entire item, and parts in question.Unfortunately IMUSA has not committed to provide any thing, despite the warranty that comes with the product. The company has done nothing to refund or replace the defective product.

  Business Response

  Date: 02/23/2023

  Good Afternoon ,

  Thank you for contacting IMUSA, please note we do advise within the initial email that all claims can take between ***** business days to conclude, excluding weekends as we are not open. Kindly keep in mind your information was submitted Friday, February 17,2023 and it was presidents day weekend, please note the 14 day **** would be March 9,2023. we kindly ask to allow ** the opportunity to review the information submitted to be able to better serve your claim, once we have reviewed your information we will be contacting you via email with a response.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19453069
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, but do not find this response satisfactory. The issue has not yet been resolved. I request a full refund of the defective product.
  
  Sincerely, 
  
  **************

  Business Response

  Date: 03/13/2023

  Replacement provided via ***** on 3/10

• Initial Complaint

  Date:12/30/2022

  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.

  Purchase a cafetera used 4 times and it started to get white residue on the inside were water is added .

  Business Response

  Date: 01/03/2023

  Good Afternoon,

  Kindly contact us at *************************************************** to better serve you and process a warranty Claim.

• Initial Complaint

  Date:10/26/2022

  Type:Service or Repair 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.

  I bought this woodlook caldero 2weeks ago and while I was washing it with a soft rag a small piece of the bottom of the pot came off

  Business Response

  Date: 10/27/2022

  we have contacted the consumer via email to ************************** with our standard warranty policy requisites to process out a claim and exchange the unit.

  Customer Answer

  Date: 10/28/2022

   
  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,
  
  ***************************