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:01/11/2024

  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.

  There were a bunch of product I bought from ****** but cleared myself of the pages and pages of finger receipts for because once I had two emails and stretched two accounts too but I’ve spent thousands and well proudly hold my head up high about your products oxo so love and wellness. Here are the items that in way or another cracked melted disfigured itself or stopped working if associated with electric like my juicer I’d visited your contact us firm on your website so you I guess just think I’m a hoax I’m a actually fema professional development emergency manager and I Fire who I want to and I will investigate into the store if I can as Need’. Now, all I did revisiting ****** was recall what I bought but know in 2020-2022 I made it my perogative to own everyone of your supplies some of which I have on right now, in kitchen gravities. What I’d like to see if we can visit the possibility for the following under each it’s general explanation - or there’s no room for all this and to do all such things, - Cereal two tower storage containers oxo - noticed bugs getting in mine though sealed, - Baking pan cooking sheet oxo - Baking pan pizza round sheet oxo Bent out of shape during transferable periods, - Food storage bottles two white oxo ****** connection lengths / caps became swoerate I used one for oil one for ketchup, and how’s about that will be all for ye today

  Business Response

  Date: 01/16/2024

  Hello! My name is ** *** and I am the Consumer Services Manager here at OXO. Thank you for reaching out. 

  Please send me photos of all the damaged products. My Team will assess and determine if it would fall under our Better Guarantee. I will wait for the photos of the damaged product and thank you again for reaching out!

  Please do not throw away the products - you may be required to return them. 

  *************;   

  Customer Answer

  Date: 01/16/2024

  [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. You are wonderful I cannot gather these so I want to applaud you
  
  Regards,
  
  *********************

  Customer Answer

  Date: 01/16/2024

  [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. You are wonderful I cannot gather these so I want to applaud you
  
  Regards,
  
  *******************

  ****

  Customer Answer

  Date: 01/16/2024

  [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. You are wonderful I cannot gather these so I want to applaud you
  
  Regards,
  
  *******************

  ****

  Customer Answer

  Date: 01/16/2024

  [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. You are wonderful I cannot gather these so I want to applaud you
  
  Regards,
  
  *******************

  ****

  Customer Answer

  Date: 01/16/2024

  [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. You are wonderful I cannot gather these so I want to applaud you
  
  Regards,
  
  *******************

  ****

• Initial Complaint

  Date:10/17/2023

  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 am having a problem with OXO customer service. I returned 3 items to OXO under their Better Guarantee. I was offered replacements or store credit to the Oxo online store by *****. I chose the warranty replacement option. I received a damaged stainless steel swivel utensil holder and a frayed potholder in exchange for the ones which I had returned to OXO. The replacement oven mitt was satisfactory. ***** has refused to mail me a prepaid return label with which to return these two damaged and/or defective warranty replacement products. These two items cost $36.00. I do not want to pay to return damaged and/or defective merchandise. These items have been sitting in my apartment for more than a month. Oxo is refusing to send me a prepaid return label. I have already bought new potholders and a new utensil holder on ******.com. I have emailed the business numerous photos of the damaged utensil holder and the frayed potholder. I want a refund and I don’t want to conduct any more business with this merchant.

  Business Response

  Date: 10/26/2023

  Hello. I am the Consumer Services Manager here at OXO. Thanks for reaching out. 
  
  We have sent **** ****** numerous refunds, replacements and prepaid labels in the past year. The OXO Customer Service staff has asked me to personally handle all of **** ******'s complaints because she yells at them and becomes aggressive and belittling on almost every call and email. I have also experienced the same treatment. She often calls us in error and asks about refunds from other companies such as ** Corporation and different sets of windshield wipers. 
  
  In this particular case, **** ****** complained abut the stitching on the oven mitt and the water spots on the utensil holder. Our supervisor advised her that this is how the mitts are made with the stitching and that the utensil holder needed to be cleaned every so often. She also said we would send her a prepaid label for both products and issue a refund. **** ****** refused and said she wanted replacements because they were defective. Our supervisor again explained that she would have the same issue with replacements because that is how they are both made. She continued to argue so we issued a prepaid label and resent the same product to her. 
  
  She called in and complained abut the same issues with the replacements. We agreed to refund her, but we explained that we cannot absorb the shipping again since we were transparent about the way our products were made. 
  
  She has called us and emailed us dozens of times and has been degrading to my entire staff. I explained on several occasions that we will refund her money in full, but she has to pay to send the product back to us a 2nd time. 
  
  Please reach out if you require any supporting documentation. 

  Customer Answer

  Date: 10/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The person who wrote this reply is not telling the truth. This response is full of lies and incorrect facts. 
  

  I was never offered a refund by *****, only a store credit.

  i am not complaining about the same problems as before.

  This woman is mixing up the facts and is also telling untruths.

  i never called her about the *** corporation or any other corporation.

  I am shocked by the lies.

  I will lose  $36 in warranty replacements unless the business honors their better guarantee which ***** agreed to do.

   i don't have a problem with the oven mitt which they sent as a warranty replacement and am keeping it.

  The matching potholder which they shipped to me is frayed. This is a new and different problem abd this is only the first time they tried to replace this potholder. 

  The utensil holder does not have water spots on it. I received a damaged utensil holder which is completely scratched on the inside  and is  damaged on the top also. A brand new utensil holder should not come with water spots anyway because that would mean that they shipped be a used utensil holder. I will not accept a damaged or used utensil holder,. A used utensil holder is unsanitary.

  I have emailed pictures of both the frayed potholder and the damaged utensil hinder to the busyness. 

  This was my first request for a warranty replacement since October 2022. I have not had any warranty replacement orders in a year. ***** said this herself.

   i placed one paid order on their website which didn't work out.

  I did not mistreat ******** and she was the only other person involved in this matter. 
  

  None of what the business has written here is true or accurate.

   i don't have to return the potholder or the utensil holder if this company doesn't want to pay the cost of a shipping label, but I cant keep them or  use them because they are damaged.

   i am willing to write Do not Warranty on them in permanent magic marker which was what I was asked to do by ***** a year ago with a defective warranty replacement.

   Then I would appreciate a replacement potholder and a replacement utensil holder that are brand new and in mint condition.

   i wanted the set of the oven mitt and the potholder but now I only have the oven mitt without the matching potholder.

  I was promised a brand new utensil holder but I received a damaged scratched  one which has nothing to do with water spots. If there are water spots then I received a used one which is not sanitary.

  I sent the business pictures of the frayed potholder and damaged utensil holder which they shipped to me as warranty replacements under their better guarantee.

  I need the business to honor their better guarantee and either ship me first quality warranty replicants -a new potholder and a new utensil holder. -or else send me a  refund check for the cost of both items which is approximately $36.00.

  Thank you,

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

  Business Response

  Date: 10/31/2023

  Good morning. 

  I have spoken with our Consumer Services Director and the resolution that we are offering is a refund of $36 for both products. **** ****** will not have to send back the products, she can donate or recycle them. In addition, we can no longer accept any OXO warranty claims from **** ****** going forward. If **** ****** does call in to our Call Center and she becomes disrespectful to anyone on our Team, we have the right to deny her service and block her number from our business. 
  
  We will have a check sent out by the end of the week for $36. 
  
  Thank you.     

  Customer Answer

  Date: 10/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  1.  I do accept the refund check for $36.00. This is a satisfactory resolution.
  2. I sincerely apologize, if I came across as disrespectful. ***** was saying and writing things to me which were not true or accurate. As a result, I became extremely anxious and was triggered into becoming angry and possibly disrespectful out of fear that I was dealing with someone who was twisting the facts or who didn’t know the facts and that she wasn’t going to help me. My emails had been ignored for weeks and then I was forced to deal with *****. I do not recall being disrespectful to ******** or to any other OXO employees. ***** said she was the manager of customer service, yet she did not seem to grasp the situation. I did not know why I was being forced to deal with her when ******** had already promised to help me. ***** was making me feel extremely uncomfortable and stressed. It was very hard to get help from OXO and my needs were not being met.
  
  3. I would like an explanation as to why I will no longer be able to submit warranty claims. This is a discriminatory practice. I will not buy any OXO products going forward, if OXO refuses to honor their “Better Guarantee” policy for my purchases of their products.
  
  4. I do not want to call their call center or to speak with any of their employees again. This process of trying to get customer service and first quality warranty replacements has been extremely stressful and unpleasant for me. I do not feel that OXO treated me well or with respect. I feel mistreated by OXO. If my future warranty claims are going to be denied, I will stop buying OXO products and will not recommend OXO to any of my friends or colleagues. OXO has an F rating with the BBB, but they are trying to blame me for what happened. If OXO thinks that I was disrespectful, I feel that OXO was equally disrespectful and that they actually triggered my alleged disrespect. I need good customer service to be a happy and satisfied customer. I did not receive good customer service from OXO. If I had, I would not have had to initiate this dispute. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/31/2023

  I am upset about this entire situation.

  originally I placed a paid order on the OXO website for a fish rack and several kitchen utensils to take advantage of the 15% discount. The dish rack was defective but there was nothing inherently defective about the kitchen gadgets. I thought the oven mitt hasn’t been trimmed enough and the potholder had a very thick overlap. They were better however than my old set which I was trying to replace. I thought I could save money by replacing them under the OXO better warranty instead of paying for a new set. I thought I could get a set that was finished better. Now I regret buying on their website and even trying to get a new set u see warranty. ***** is shaming he and is making me feel bad. ***** agreed to pay to ship back the paid order and to replace 3 items under warranty and to pay for their return. I appreciated the courtesy and the pre-paid labels. ***** is making an issue out of paying for a third return label even though the items I received as warranty replacements are clearly damaged.i am sorry if I cost them money. OXO is a big business and they agreed to pay for the return labels. Then ***** made an issue out of the first two return labels. A lot of what she wrote in her first response is completely irrelevant. She is trying to attack my character. She is making an issue out of the cost of a third return label. I had planned to not do business with this company anymore. I ordered a new potholder from a different company. I ordered a new utensil holder from a different company. I am feeling abided over the cost of an extra return label. The amount of stress and aggravation ***** has subjected me to is not worth it. I feel abused and guilt tripped as if I did something wrong. OXO agreed to pay for the first two levels. But now they are using that as a reason to deny payment for a third label even though the merchandise they sent to me is damaged. I am feeling abused by *****. I don’t think this is a nice way to treat a long term loyal customer. I have been buying OXO products for many years. I think this was only jy 3rd warranty claim in many years. I don’t like the way ***** treated me. They value saving the cost of a label over me as a customer. I feel she was making this personal and attacking me and nickle and diming me. How much does a label cost? She is punishing me for requesting a refund and help from you as a mediator. I don’t want to continue to do business with OXO. I don’t think I am being treated nicely. All this to save a few bucks. It wasn’t worth it. My oven mitt potholder set is split up. That is disappointing. I don’t think I received good customer service. If I did so wrong, then I apologize. This is too much stress. I am not comfortable. OXO does not want to make me happy or keep me as a customer. I will be discriminated against if they refuse to honor their warranty policy for my purchases. I feel blamed by them but I don’t think this is my fault. I don’t think ***** has behaved professionally. I wish I had taken the store credit or just kept the original  paid-for items and not even bothered with a warranty claim. They made the process very unpleasant and anxiety-producing and stressful. Was I supposed to pay for the first return label? They agreed to cover it. They also agreed to pay for the second return label to return the 3 products for warranty replacements or store credit. I wish I had chosen store credit. Now everything is worse because of their response. I’m sorry it turned out this way. I’m having trouble dealing with this company. My apologies again if I did anything wrong. 
  

  Customer Answer

  Date: 10/31/2023

  I received a returns email today from the business.

  i was asked to print the packing slip and to ship the products back to them at my own expense.

  Was this email sent by mistake?
  

  Should I disregard it?

  Business Response

  Date: 11/01/2023

  Hi, *****************. 

  You do not need to return your items. We have submitted the request for refund and your check should arrive within the next two weeks. Please donate or recycle the products. 

  Thank you. 

  Customer Answer

  Date: 11/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  This business is attempting to punish me in exchange for giving me a refund. They are refusing to honor their warranty policies and their better guarantee on the 2 damaged items which I received and if I buy any of their products in the future.

  Their return policy does not specify who is supposed to pay for return shipping and under what circumstances.

  Attached are photos of their policies, warranties, and guarantees as stated on their website.

   i am being punished and discriminated against. I am also being denied first quality warranty replacements.

   i would have no reason to call their customer service department if they are planning to deny any future warranty claims of mine.

  I am being punished for not wanting to pay to return the 2 damaged warranty replacement items which I received and am being denied good quality warranty replacements and am being punished in exchange for a refund. I am also being blamed for what happened.

  I don’t know if Oxo’s failure to honor my warranty claims is legal. I rather doubt it.

  ***** is trying to make me out to be the wrongdoer when she is the one who was giving me a hard time and who was refusing to honor my warranty claims after ***** agreed to honor them.

  I do not understand why my concerns were escalated after ******** promised to help me.

  Weeks went by without my emails being answered.

  I had requested  replacements for the 2 damaged items which I received but my requests were ignored and then denied.

  Instead ***** made issues out of defective stitching from a previous order which was irrelevant and non-existent water spots and alleged that I called in about someone or something completely irrelevant in an attempt to discredit my valid claims. She is trying  to make me feel like there is something wrong with me when she is the one who was violating OXO policies, as per attached photos.
  

  This company is not being nice to me.

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

  Customer Answer

  Date: 11/02/2023

  I would like to preserve my longstanding relationship with OXO and to not be denied warranty benefits and warranty protection, which would deter me from buying OXO products.

  I sincerely apologize, if I offended anyone in this company. It certainly was not my intent.

  Sincerely,

  **************************;

  Customer Answer

  Date: 11/03/2023

  1. I need the tax on both items refunded in the refund check.

  I need $36.00 plus tax refunded for the cost of the potholder and the stainless steel swivel utensil holder.

  2. ***** at OXO agreed to accept the return of my three (3) items and I was offered a store credit or replacement items.

  I chose the second option.

  Out of the three (3) replacements which OXO sent to me, only one of them, the oven mitt was in acceptable condition.
  

  The manager of customer service, *****, expected me to pay to send them back, even though they were damaged. I do not think this was right. I offered to write do not warranty on them which is what I did a year ago with the first cutting board they shipped to me as a warranty replacement.

  I regret ever trying to send these three (3) items back under warranty. It has caused me so much emotional distress, stress, aggravation, and unpleasantness that it is not worth it.

  It would have been easier just to buy new ones.

  However once OXO agreed to replace them under warranty, they had an obligation to send me first quality brand new items that were not damaged.

  I do not think that I have been treated fairly, nicely, or well.

  I do not think that the manager, *****, has behaved professionally.

  She made me feel very uncomfortable and as if I had done something wrong.
  

  She wrote a lot of things that were not true.

  I wish I had never bothered with my warranty claim because of the poor way in which Oxos customer service department has treated me.

  They could have denied this particular claim because I had had the items for a while. I washed them according to the instructions on the care label and they bled out. I did not know how to clean the utensil holder. Two of the  items left black stains on my kitchen counters. I think it is probably illegal for them to deny all future warranty claims.

  Please make sure that the refund check includes the tax.

  Thank you.

  Customer Answer

  Date: 11/03/2023

  I want to explain something.

  I had just moved and I was very anxious for many reasons.

  I was worried about the rust on the utensil holder and possible mold exposure on the oven mitt and potholder.

  I may have made a mistake by trying to return them at all.

  Customer Answer

  Date: 11/06/2023

  The business response is not satisfied because they have taken away the warranty protections of the oven mitt which they sent to me and they are depriving me of a matching potholder. I sent them back an oven mitt and matching potholder set. Now I dont have a set. Now I only have an oven mitt without a warranty.

  i also sent them back a stainless steel utensil holder.

  ***** accepted my warranty returns.

  ***** is not treating me properly by refusing to send me first quality replacements and by taking away and depriving me of my the business warranty protections.

  i have been buying the businesss products for more than 15 years.

  Customer Answer

  Date: 11/07/2023

  I have not received a refund check.

  The amount might be wrong and too low.

  i am stuck with an oven mitt without a warranty.

  Did you forward all of my emails to the business?

  What was their response?

• Initial Complaint

  Date:09/05/2023

  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.

  I want you to be aware of how OXO's Customer Service department is treating their loyal customers!!!!!!!!! Please see all the below emails to understand my frustration. This is straight from your website! Everything we make is built to last—our products are engineered for functionality and durability—it’s why we guarantee them for life. For 30 years, we’ve made tools that delight and exceed expectations. Our curiosity drives us. Your satisfaction inspires us. And we hope our attention to detail is why you’ll reach for our products again and again. If you’re not satisfied with your purchase, we want to hear about it. We’ll replace it or refund you, because we’re here to make it better–guaranteed This is what I have gone through already with this company - They are not standing behind your product like you say on your website. It is not airtight if the lid can lift off without using the button. That is why you will see in the photo I have to keep some items still in the bag, as it gets stale otherwise, because the seal is not working correctly. To top it off, you demeaner and insult my intelligence by schooling me how to hold and use a container. I know how to use your containers, you asked for a video of the issue, I showed you the lids were able to be lifted off, which if why I have stale food. You have lost a good customer over your nonsense of how your customer service responded and wasted my time. My original email asked if this was in Warranty or can I purchase new lids. You respond with, we need photos. I send them. You then ask for sizes of all containers. I send them. You then ask for a video. I send it. You then tell me they are working correctly. How does that explain the sugar, brown sugar. Powdered sugar and flour that are all stale using your containers. I was willing to buy the lids, but you have now lost me as a customer. You have lost a good customer over your nonsense of how your customer service responded and wasted my time.

  Customer Answer

  Date: 10/11/2023

  OXO contacted me directly to resolve matter.  Thank you for the help, appreciate all you do!  The complaint should be closed at this time.

• Initial Complaint

  Date:02/17/2023

  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.

  On January 23, 2023 I placed an order with OXO in the amount of $180.19. The item was sent back (box was never opened by me). On January 6, 2023, I received an email from OXO confirming they received the merchandise and that I would be refunded within 7-10 days. It's been 12 days and I have not received a refund. I sent OXO an email asking them as to why I hadn't received my refund and I received a reply back from them saying it would take 4 more weeks for the refund. This is unacceptable to me. The order number is: **********

  Business Response

  Date: 02/20/2023

  Good morning, ******. 

  Our records indicate that you filed a dispute with your credit card company regarding this purchase. Once you file a dispute, we are not able to refund you until the dispute is closed. 

  Please let me know if you plan on closing the dispute and if so, when we are clear to process your refund. 

  Thank you, 

  *************;

  Consumer Relations Manager

  Customer Answer

  Date: 02/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The fact that I filed a dispute with ******** should not be a factor in this complaint.  I filed a dispute with ******** because I have not been refunded the monies due to me.  I will not close my dispute until I am refunded the monies OXO owes me.  I feel this response from OXO regarding my BBB dispute is just another attempt to not pay the refund.

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

• Initial Complaint

  Date:01/14/2023

  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.

  I purchased an OXO coffee grinder about 10 months ago. It suddenly stopped grinding well. It used to grind enough beans to make a pot in about 30 seconds. Suddenly it took about 5 minutes to grind the same amount. I emailed OXO, and they replied a little slow but not unreasonable. They asked me to cut the cord and send them a picture of the grinder with the cord cut and my mailing address. I presumed they were either going to send me new grinder or a refund. It I now going on two weeks and they stopped responding to me. 12/31/22, 1/5/23,1/6/23,1/10/23, and 1/14/23. I want them to send me a new grinder or refund my purchase now that they have had me vandalize it by cutting the cord.

  Business Response

  Date: 01/26/2023

  Hi, ***************** 

  I am so sorry to hear the issues that you have experienced trying to replace your coffee grinder. I would be more than happy to get this resolved for you!

  We are currently out of stock on your grinder, but expect to have it back within the next 10-14 days. Due to the lack of response that you received, I would like to offer to replace it with our Conical Burr Coffee Grinder with Integrated Scale which retails for $299.99. I have this one at home and it is truly state of the art! Please respond as soon as possible if this will suffice. 

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

  I look forward to hearing back from you and again, apologize for the delay in our response. 

  Thank you, 

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

  Consumer Services Manager 

  Customer Answer

  Date: 01/27/2023

  [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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/04/2023

  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.

  I saw an advertisement for OXO Brew 8-Cup Coffee Maker on Forbes.com at the following link: ************************************************************************************************************************************************ The advertisement offers the product at 30%, with a call to action "Buy from OXO". Nowhere in the offer is there anything mentioned about a time limit, or temporary promotion (see images). When I click the link to buy the product, the discount is not offered. No code is available to apply. Discount is not applied in the cart. There is no way to redeem discount or purchase product for advertised price. I contacted OXO customer service to ask if they would honor the price. I tried by two emails first (no response). I finally called and spoke to a representative. They told me they won't honor the price, and that they don't control the price offered on the advertisement. They told me I would have to take it up with ******.com (although there is no recourse to pursue through ******.com). After asking for additional clarification, I was told that they had other calls to take, and they didn't have time to explain it to me again. I believe this advertisement is a valid offer. From my perspective as a consumer, there is nothing about the advertisement or the wording of it to suggest the offer was no longer valid, or that it had an expiration date, or that the offer wasn't from the manufacturer (OXO customer support told me that they did not make the offer, and they don't control the discount, although the ad brought me to their website).I believe OXO has an obligation to honor this price themselves, rather then send me to forbes.com to try and get them to honor the price, since ****** is not the vendor, nor are they a retailer or wholesaler.

  Business Response

  Date: 01/25/2023

  Hello, ***************** 

  I apologize for the issues that you had with the sale listed in the Forbes article that you referenced. That was a promotion that was offered through ****** back in June. We do not have deep discounts like that on our kitchen electric products. 

  We appreciate your interest in our products. I can offer you this one time use code for oxo.com and you will be able to purchase the 8 or 9 cup at 25% off. I hope this is satisfactory and again, I am sorry for the confusion. 

  Coupon Code: ************

  Thank you,

  Jo Ann P***** 

  Consumer Relations Manager

  Customer Answer

  Date: 01/26/2023

  [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. 
  
  Regards,
  
  *********************