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:04/04/2024

  Type:Customer Service 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 a refurbished blender from Vitamix that arrived in a package marked by the US Post office as damaged and unfortunately contained a damaged item. Have tried unsuccessfully to have Vitamix send me a label to return the faulty blended and replace it with a brand new (as opposed to a refurbished) blender. I was insulted when I was told that Vitamix couldn't do that as a straight across replacement! I had to then take another day to write another email to explain I wanted to pay the difference in cost. And now I am waiting on labels that were supposed to be sent yesterday, as well as a response to the email I sent requesting help.

  

  Business Response

  Date: 04/11/2024

  *** ******,
  
  We appreciate your patience with
  this matter and your challenges in returning the damaged machine. Our Customer
  Service champions will contact you directly to resolve this issue and, hopefully,
  offer an appropriate resolution. Thank you for your business.

  Customer Answer

  Date: 04/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
   
  I am in contact with Vitamix and resolution has been reached.  Thank you very much for your time!

   

  Kind regards,
  
  
  
  ***** ******
   
  
  

  
  

• Initial Complaint

  Date:01/26/2024

  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.

  I have owned a Vitamix blender for years. I recently purchased a Vitamix food processor and it will not connect with the base. Yes it is the right one. I cannot use it. I contacted Vitamix more than once regarding this matter and they told me they cannot help.

  

  Business Response

  Date: 02/19/2024

  Hello *********, 
  
  It appears you received your replacement food processor in February. We hope you enjoy your new machine. Please call our customer service team for assistance if you have any additional issues. Thank you.

  Customer Answer

  Date: 02/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  It is resolved thank you

  
  
  Regards,
  
  
  
  ********* S* ******
  
  
  
  

  
  

• Initial Complaint

  Date:04/04/2023

  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.

  I set up a repair for my vitamix on January 1st, Vitamix sent me 2 shipping labels. I confirmed with customer service rep ***** & *** that it was okay if I put both items into one label they said okay. I shipped my device on January 31st under the tracking number ******************. On February 10th ups reported that the package got damaged and the merchandise got lost. I reached out to vitamix on February 26th and they said they will check and I should get a response in up to 8 business days. It is now over a month later without an answer. Since they provided the label they should have insurance and get a pay out from ups which should go to my replacement. Unless they decided to pocket the money and leave their customer in the dark.

  

  Business Response

  Date: 04/11/2023

  Vitamix informed the customer that proof of purchase is
  required due to the "lost/damaged" status of the original machine to
  consider the replacement request. The customer had not provided that additional
  information at the time of this communication.

• Initial Complaint

  Date:04/04/2023

  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.

  Hello, I reached out to vitamix on December 22nd 2022 for a repair because my machine stopped working. Vitamix asked for my serial number (******************) and found it is still in warranty so they offered a free repair. They provided the ups label to ship my item (tracking: ******************) it says it was delivered on January 23rd 2023 it has been over 2 months of me emailing and calling them and getting no response. They stole my vitamix and choose not to reply to me. This is very upsetting. I want my vitamix back.

  

  Business Response

  Date: 04/11/2023

  Vitamix informed the customer that proof of purchase is
  required due to the "lost/damaged" status of the original machine to
  consider the replacement request. The customer had not provided that additional
  information at the time of this communication.

• Initial Complaint

  Date:04/02/2023

  Type:Billing 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 purchase VITAMIX and spend over $700 to get the entire package from ****** during their roadshow. Vitamix representative there was advertising that their machine works with an app called VITAMIX Perfect Blend. I purchased the machine and tried to connect with my ******* phone, ******, and **** but no luck. I called VITAMIX and after troubleshooting agent advised me that I would either need to send this machine back for a firmware update or return it to ******. I returned to ****** and purchased a new machine the same day. I told the representative about the issue and he offered me connect my phone to his device that he had for the presentation. I tried to connect with his machine and the app worked perfectly fine. I tried to connect the new machine with the app, but I experience the same problem as the first one. I called VITAMIX again and once again there they told me to send it to them for repair. I sent the machine to them hoping it will fix the problem. I just received my machine back after almost 3 weeks and when I tried to connect the machine with my phone once again no luck and had same issue. There was a repair card inside of the return box and supposedly they fixed the machine rotor and the blade for the jug. I used my machine today and now its a disaster. I tried to make a shake in the machine and add a cookie to it. Trust me this cookie was not made out of rock, but after spinning for one min a big chunk of cookie was still in the jug. they have ruined my machine and never fixed the real issue. I have had a very good experience with VITAMIX, but this is my second time and this is nothing less than a disaster. I called customer service and they said "oh yeah they fixed the blade and rotor for your machine.. Really your machine quality is that bad that you had to replace the rotor and blade. When I asked about the original issue the agent said "oh this model is not compatible with the app anymore this third party app doesn't support this model anymore.

  

  Business Response

  Date: 04/05/2023

  The
  customer has advised Vitamix they will return the product to the retailer where
  it was purchased.

• Initial Complaint

  Date:03/10/2023

  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.

  I purchased a Vitamix Personal Cup Adapter directly from Vitamix on 12/3/20. I made a warranty claim on the product due to the defective nature of the product in January 2021. The warranty is for 3 years from the purchase date and I am still fully within that time period. During the first claim, the company replaced my product and assured me that it was a defective unit and a new unit should solve the problem. I had the same problems with the replacement. I tried all of the troubleshooting steps. In March 2023, still within the 3 year warranty period, I made another claim after reviewing the warranty which states that if the failed Container or Container Component cannot be repaired, Vitamix will elect to either replace or refund the full purchase price. Vitamix will elect either option unless they receive prior written notice of the owner's preference. I had both on the phone and in writing via email to the company requested a refund the full purchase price to the owner, as the warranty states. The company sent me a new unit instead of the refund. After calling again, Vitamix is failing to fulfill the warranty as stated. They tried to say this can only be done within 1 year of purchase, which is not stated anywhere in the warranty that the original purchase honors. The warranty also notes that any claims made by employees of Vitamix is authorized to modify the warranty. I am seeking a refund from Vitamix, which is fully within my rights under the Warranty agreement before the warranty elapses in December 2023.

  

  Business Response

  Date: 03/21/2023

  As stated in the product warranty,
  the warranty covers defects in material or workmanship. Vitamix's return policy
  governs returns, as linked here  Here, the consumer wishes to receive a refund for
  a product that has no defects. Vitamix's return policy applies. Product
  returns are not accepted for a full refund after 60 days from the
  date of purchase.

  
  The consumer reached out to Vitamix in January 2021,
  and Vitamix replaced the personal cup adapter product per the product's
  warranty which covers defects in material or workmanship. At that time, Vitamix
  advised the consumer that he could return the unit for a full refund as long as
  it was within 60 days of the original purchase per Vitamix's return policy, as
  linked here 
  
  On March 2, 2023,
  the consumer contacted Vitamix with a different issue regarding dissatisfaction
  with the product's performance. Based on communications with the consumer,
  Vitamix determined the issue was related to how the consumer used the product.
  Vitamix attempted to assist the consumer with their blending process, but the
  consumer declined.
  
  To resolve the
  concern, our team asked the consumer to send the product back, and per the
  warranty, the team would evaluate the product for defects in material or
  workmanship. While the product had no defects in material or workmanship,
  Vitamix sent the consumer a replacement container as a courtesy. The consumer
  appears to remain dissatisfied with the product's performance. Vitamix's
  warranty does not extend to dissatisfaction with performance. As stated above,
  Vitamix's return policy applies, and returns for full refunds are not
  accepted after 60 days from the date of purchase.

  Customer Answer

  Date: 03/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The business is unfounded in its description that “the issue was related to how the consumer used the product. Vitamix attempted to assist the consumer with their blending process, but the consumer declined.” I followed all of the instructions for the items that are listed in the manual and the representative continued to provide instructions such as removing the item and shaking it or manually opening and mixing the shake. Nowhere in the manual or recipe book is the user instructed to use the item in this way. The representative refused to listen to the customer and accept my explanation of the issue. 
  
  
  Vitamix stated that “the product had no defects in material or workmanship, Vitamix sent the consumer a replacement container as a courtesy.” I did not receive any documentation that this was done as a courtesy. This was a warranty replacement. As stated in the warranty, “If, in Vitamix's sole discretion, the failed Container Component cannot be repaired, Vitamix will elect to either (A) replace the Container Component free of charge or B refund the full purchase price to the owner, unless Vitamix receives prior written notice of the owner's preference.” I did request the letter option by phone and writing, to which I did not receive a response. It goes on to state, “NO EMPLOYEE OR REPRESENTATIVE OF VITAMIX IS AUTHORIZED TO MAKE ANY ADDITIONAL WARRANTY OR ANY MODIFICATION TO THIS WARRANTY WHICH MAY BE BINDING UPON VITAMIX. ACCORDINGLY, PURCHASER SHOULD NOT RELY UPON ANY ADDITIONAL STATEMENTS MADE BY ANY EMPLOYEE OR REPRESENTATIVE OF VITAMIX. IN NO EVENT, WHETHER BASED ON CONTRACT, INDEMNITY, WARRANTY, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR OTHERWISE, SHALL VITAMIX BE LIABLE FOR ANY SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOSS OF PROFIT OR REVENUE.” Therefore, the business trying to modify the warranty by stating it cannot be 

  
  
  
  
  Regards,
  
  
  
  ********* *****
   
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 03/27/2023

  Please see the attached written request for the refund.

• Initial Complaint

  Date:02/14/2023

  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.

  On Nov 17, 2022, I placed an order with Vitamix in the amount of $178.43 which was not delivered. UPS tracking shows it was returned to the sender. Vitamix did not notify me of the issue. The item was a Christmas gift and I did not become aware of the issue until Dec 22, 2022. I placed another order for a similar item in the amount of $174.95 and this item was delivered on January 6, 2023. I contacted Vitamix and asked for a refund for the first purchase and that the credit they had applied to the first purchase be applied to the second purchase. They immediately issued amount of the credit to the second purchase, 21.50 (19.95 plus CA sales tax) because the original purchase had this discount. However, they said they would not issue the refund of $178.43 until they completed an investigation with the shipper. The Performance Lead (********) at Vitamix documented these statements in an email which I will upload with my other documentation. Vitamix still has not refunded the full amount of the undelivered purchase. The credit card company is taking Vitamix's word that the refund of $21.50 was towards the first order rather than the second and will not refund the full amount. I am asking that I be made whole in my dealings with Vitamix, a company which has not followed through on its commitments and has no internal processes to protect its customers from unnecessary grief and hardship due to their sloppy and incompetent performance. The FTC says the seller of an item which is not delivered must refund the payment to the buyer and deal with the shipper separately. Vitamix is in violation of this law.

  

  Business Response

  Date: 03/09/2023

   Thank you. A refund was issued after the customer worked directly with our team to resolve her concern. There appears to be no further action required on this complaint. 

  Customer Answer

  Date: 03/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 

  I hope in the future, Vitamix will train its CS reps more thoroughly. ******** should have simple issued the refund for the non-delivered merchandise and not have suggested that I submit a dispute claim with the credit card company.

  Still, I am glad to have this 4 month long matter resolved by someone capable at Vitamix.
  
  
  
  Regards,
  
  
  
  **** *****
  
  
  
  
  

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service 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.

  Vitamix provides an email address for customer service requests. My Vitamix product has stopped working. It
  is still under warranty. I have sent them an email 3 times over the past 13 days. They have not responded. If they are very busy, fine, I would just like the courtesy of as response, and also to resolve my issue. Thank you.

  

  Business Response

  Date: 11/15/2022

  We have reached out to the customer for resolution. Our customer support team updated their address, and emailed a UPS label with the correct address for them to send their machine back to have it repaired. 
  
  

• Initial Complaint

  Date:09/11/2022

  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.

  New most expensive Vitamix. Close to 600.00.
  The container turned green because my husband juices. I cannot get it clean!
  He has a 20 year old one that he juices in for 20 years. That container is perfect!
  Looks disgusting ?? on my counter!
  Who would want something green that looks gross on their counter. It’s only 6 months old! TY Pam

  

  Business Response

  Date: 09/14/2022

  We have reached out to the customer to discuss resolution options and will follow up with an update to this inquiry.

• Initial Complaint

  Date:08/07/2022

  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.

  On 04/09/2022, I purchased a Vitamix Explorian E310 for $311.71 from Sur La Table in Columbus, OH. I was referred to this retailer by vitamix.com, which lists it as the only Vitamix retailer in the Columbus area. Before purchasing, I carefully reviewed the Vitamix warranty and return policies.
  
  After several months of testing to rule out user error, I concluded that the machine did not perform as advertised and was unable to make the recipes provided by Vitamix in the accompanying "First Blends" booklet. I contacted Vitamix by phone 07/10/2022 to initiate a return. Because my purchase was between 91 days and 6 months ago, I knew from their published return policy that I was responsible for return shipping costs and a 25% restocking fee.
  
  Initially, I spoke with *****. I've since exchanged several emails with her supervisor ********. At first, they claimed I'd purchased my machine in 2021 and that they only accept returns within 60 days. I explained that their published policy did not support that position, and that I had a receipt proving my purchase date. ******** then claimed that they only accept returns of products purchased directly from Vitamix. She quoted some text that did not come from their published policy. She was unable to provide a link to its source. In her next email, she admitted that their policy was unclear. She quoted part of another sentence out of context, claiming it supported her position. When read in full and in context, it did not. It referred only to the need for a Return Authorization number for products purchased directly from Vitamix. The policy applies unambiguously to all purchasers in the US, regardless of retailer. It instructs international customers to contact their local retailers for return policy details, but it contains no such language for US customers.
  
  In short, Vitamix refuses to honor its published return policy because I purchased from their only retailer in my area. Their own website directed me to that retailer.

  

  Business Response

  Date: 08/10/2022

  Vitamix’s return policy states that credit for all
  returns will be refunded in the same manner as the original payment. Since the
  customer did not make a purchase directly from Vitamix, we have no original
  payment to refund. We will honor the warranty on the machine and will work with
  the customer to offer him support in finding success with his Vitamix if he
  desires.
  
  While the customer appears to have navigated to a return
  policy listed at the bottom of our webpage from a section titled, Shipping and
  Returns, the page clearly states: “To return a machine or other product
  purchased from Vitamix…” and the information included applies only to
  machines purchased directly from Vitamix. In addition, our returns FAQ gives clear direction on retail returns, as follows: “If you purchased your
  machine from a retailer, please contact the store for the details of its return
  policy.”
  

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  The respondent quoted a sentence incompletely and out of context, misrepresenting Vitamix's published return policy. In full, the sentence reads "To return a machine or other product purchased from Vitamix at any time, you will need a Return Authorization (RA) number." It states an additional stipulation applying to customers who purchased directly from Vitamix. I purchased from the local retailer Vitamix directed me to, so the stipulation doesn't apply to me.
  
  Under the header "For International", the policy says, "Please contact the local dealer or retailer where you purchased your Vitamix machine for its return policy details." I'm not an international customer, so that doesn't apply to me either. There is no similar wording under the "For Home" header. The first sentence under "For Home" reads, "Return Policy for U.S. and Canadian Customers." The policy unambiguously applies to all U.S. customers, adding an additional stipulation for those who purchased directly from Vitamix.
  
  As the respondent observed, Vitamix's policy says, "Credit for all returns will be refunded in the same manner as the original payment." I have provided a copy of my receipt, documenting the date, amount, and manner of original payment. Yet Vitamix remains unwilling to honor its policy.
  
  The respondent claimed that some wording elsewhere contradicts their prominently displayed return policy. Their Customer Service representative made a similar claim earlier. Unfortunately, neither was able to provide documentation of that wording. It is possible that both were reading from the same script, and that Vitamix is in the process of updating its return policy. That is their prerogative. But for customers who've already purchased their products, Vitamix should honor the return policy as it was published at the time of purchase. I captured screenshots of that policy on the date I first spoke with Customer Service and again on the date I filed this complaint with the BBB. I provided one of those screenshots as documentation when I filed this complaint. Policy changes and website updates made at a later date are irrelevant to my complaint.

  
  
  
  Regards,
  
  
  
  ****** ******