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Business Profile

Kitchen Accessories

Ratio, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Kitchen Accessories.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 a coffee maker from Ratio in 3/1/2022 and a year later it stop working and I had to send back to ratio to have it repair which took weeks to get it back and now after getting it back after only 6 months it stop working again we paid a lot of money for this machine and we do not want to spend another 4 months to get it repair again we are only asking for a new machine or our money back Thank you

    Business Response

    Date: 08/27/2024

    Dear BBB Representative,

    Thank you for bringing this to our attention. We appreciate the opportunity to explain what we've done to address *************************** concerns.

    ***** received the machine in March 2022. In July 2023, she experienced a blown heater fuse and sent the machine in for repair. The machine arrived at our facility in August, but unfortunately, due to poor packaging, the glass tank shattered during transit. Even though the damage was caused by packaging, we repaired the machine at no charge, including replacing the broken glass tank. The machine was sent back to ***** in November 2023.

    In July 2024, another blown heater fuse occurred. We reached out with a solutiona firmware and hardware update that should permanently fix the issue. We also assured her that the repair would take just two weeks, much faster than before.

    ***** requested a refund, but since the machine is over two years old, it's outside our return policy, so we can't offer one. However, we're more than happy to cover shipping costs, provide packaging, and get the repair done quickly.

    We're committed to resolving this issue and ensuring ***** is satisfied with the outcome.

    Sincerely,

    *********************
    Customer Experience Manager
    ********************** Coffee

  • Initial Complaint

    Date:01/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Ratio 8 on 7/14/2022 for $565. It has a 5 year warranty and recently stopped working. We have reached out to Ratio through email (multiple), voicemail (since they don't answer their phone) and chat (no one ever responded through chat, either). We need it repaired, replaced or refunded since we are well under the 5-year **** for the warranty coverage.

    Business Response

    Date: 02/01/2024

    Hi team,

    Thank you for your message! It looks like our Customer Experience team responded to our customers request for warranty on 1/24/24 providing instructions and next steps. It seems like our emails may be going to a spam or promotions folder. We are absolutely willing and able to take care of this warranty request! 

    Please let us know how we can help.

    Best,

    *****

  • Initial Complaint

    Date:01/16/2023

    Type:Product Issues
    Status:
    Answered
    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 ordered a Ratio 8 refurbished model that has a full warrantee as a gift to my son. They did not have the color he wanted in new. The carafe arrived with a crack that grew much larger and made the device unusable. I was told during the first week of January that I would have a new carafe mailed to me. Its been well over a week of being ignored and no replacement has been sent. $500 to be ignored and to have given a product as a gift that they cannot use. I wanted to support this local company but this is extremely disappointing and UNACCEPTABLE customer service. I want the replacement carafe overnighted or dropped off at my house.

    Business Response

    Date: 01/27/2023

    Hi ******,

     

    We are so sorry for the delay you experienced. Our customer experience team wasn't available during the weekend but has since sent out the replacement glass carafe.

     

    Please let us know if there is anything else we can help with!

     

    Best,

  • Initial Complaint

    Date:08/18/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    Yesterday I emailed Ratio about purchasing a coffee maker from them. While their website indicates shipping is via fed ex or **** and is free (no geographic limit), my pending order showed a shipping fee via **** to HI of over $200. I spoke with a rep and he explained that ****** wasnt covered and the website was inaccurate. we explored **** which was closer to $120. I asked if I could have a credit for the shipping they would have paid if it was in their zone and was told they could not further discount their shipping. Seems my sale would have no shipping costs to them and as such they would reap the benefit of having a sale and incurring no shipping cost.

    Business Response

    Date: 09/09/2022

    Hi ********,

    We apologize for the miscommunication on the website about our shipping policy. We do pay for all orders that we ship regardless of their location. We typically ship our machines via ***** because their insurance is more reliable in case damage occurs in transit. Our Customer Experience representative, *****, gave you the discounted **** price to reduce your cost for the Ratio Eight. The amount was exactly the price we would pay to ship your unit and nothing more. We are sorry for your experience but would be happy to help you place your order.

    Please reach out to our team and we'll help you place the order with courtesy rates to ******.

     

    Best,

    Customer Answer

    Date: 09/09/2022

     
    Complaint: 17739797

    I am rejecting this response because:

    The business website indicates free shipping on all orders. Why do I need a "courtesy" shipping rate to ******?  Please clarify if the shipping will be no cost to me as you advertise on your website.

    Sincerely,

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

    Business Response

    Date: 09/23/2022

    Hi ********,

    Again we apologize for the incorrect information on the website regarding our shipping policy. Please reach out to our team and we'll help place the order with free shipping to ******.

    Best,

Ratio, LLC is NOT a BBB Accredited Business.

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