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Business Profile

Small Appliance Dealers

Hamilton Beach Brands, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Small Appliance Dealers.

Complaints

This profile includes complaints for Hamilton Beach Brands, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Hamilton Beach Brands, Inc. has 12 locations, listed below.

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    Customer Complaints Summary

    • 193 total complaints in the last 3 years.
    • 75 complaints 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:06/22/2023

      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 did not receive an email from the company and sent them two emails from their website contact form. Please send me the email response they are claiming to have sent me. The additional details are seen in the photos attached: the stem is cracked and I need a replacement of the stem or base unit. All accessories are fine: basket, blades.

       

      Better Business Bureau:

      I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      [Provide details of why you are not satisfied with this resolution.]

      Regards,

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




      Business Response

      Date: 06/23/2023

      Hamilton Beach apologizes for the inconvenience.  A representative requested additional information via email on April 3, 2023, but did not receive a response. We ask that the consumer respond to this email so further assistance can be provided. Thank you. 

      Customer Answer

      Date: 06/28/2023

      [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      At this time, I have not been contacted by Hamilton Beach Brands, Inc. regarding complaint ID ********.

      Regards,

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

      Business Response

      Date: 06/29/2023

      Hamilton Beach apologizes for the inconvenience. A representative has left a voicemail and email for the consumer requesting additional information and providing feedback on the reported issue.  Hamilton Beach awaits a response. Thank you.

      Customer Answer

      Date: 06/29/2023

      Better Business Bureau:
      I replied to their email and haven't heard back. 
      I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      [Provide details of why you are not satisfied with this resolution.]

      Regards,

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




    • Initial Complaint

      Date:06/21/2023

      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.

      I never received the email from them that they mention in their response. Where is a copy of it and why is no one ever available to answer their customer service phone #?

      **********************:

      I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      [Provide details of why you are not satisfied with this resolution.]

      Regards,

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




      Business Response

      Date: 06/21/2023

      Hamilton Beach apologizes for the inconvenience. The consumer emailed Consumer Affairs on 4.1.23.  A representative responded to this email on 4.3.23.  In this email, the representative requested additional information. Hamilton Beach did not receive a response to our 4.3.23 email.  HBB asks that the consumer respond so that we can proceed with handling this matter. Thank you. 

    • Initial Complaint

      Date:06/16/2023

      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 purchased a Proctor Silex (product of Hamilton Beach Brands) toaster (Model *****, 2 slice) for my mom at the local Ace Hardware Store on 1/24/23. After 4-1/2 months, it stopped working, with only light use. It has a 3 year warranty. Ace Hardware has a 30 day return policy, so they won't help me. .Hamilton Beach has made it impossible to contact a human about a problem. My only option was to submit a complaint form on line to Hamilton Beach, which I did, but they have not responded. I would like a refund of my money, $24.97, so that I can put it toward buying a better quality product from a better manufacturer. My receipt is attached. Hamilton Beach's customer service appears to be non-existent, and they obviously do not honor their warranties or care about customer satisfaction.

      Business Response

      Date: 06/23/2023

      Hamilton Beach apologizes for the inconvenience. A representative has been in communication with the consumer and her issue has been addressed. Thank you. 

    • Initial Complaint

      Date:05/30/2023

      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.

          
       
      Hi,  I did not receive the message the Hamilton Beach *** said they sent me on May 23 -23 that was before I even e-mailed you for help.  The booklet of instructions that came with my brew station Model ***** Serial No. ******* says there is a one year warranty.  I received that brew station on March 7-2023 so I do not see where the warranty no longer applies.  That is a lie they never responded to me period saying the representative provide a discount code for a new product. I want a refund I will never by another Hamilton Beach product.  Their products are junk after 2 brew station coffee makers having the same problem who would want another one. they are just trying to pull a good one over someone.  So please respond to them saying I never received their respond even before I wrote to you  and I want a refund.  Thank you for your help.

      Business Response

      Date: 05/31/2023

      Hamilton Beach apologizes for the inconvenience. We have responded to the consumer's email. In our most recent response of 5.23.23, a representative explained that based on the information provided, her product is no longer under warranty. As a courtesy, the representative provided a discount code for a new product. Thank you.

    • Initial Complaint

      Date:05/30/2023

      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.

      Better Business Bureau:

      I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed.

      I would like a refund for the coffee maker. The company doesn't answer their phone. I have tried to get a part from them and they do not respond.

      Regards,

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




      Business Response

      Date: 05/31/2023

      Hamilton Beach apologizes for the inconvenience.  A representative emailed the consumer on 5.26.23 with details on how to order a replacement part. Please contact us with further questions. Thank you. 

      Business Response

      Date: 06/02/2023

      The consumer's product is outside of the Limited Warranty.  We are unable to provide a replacement as the consumer requests.  We do not believe there is reason to change our policy at this time. Thank you.

       

      Customer Answer

      Date: 06/02/2023

      Better Business Bureau:

      I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear.

      Hamilton Beach has said thst my warranty fir the coffee maker has expired. 

      I received the coffee maker as a gift on 12/25/23. I do not have the receipt since it was a gift. They are saying that my warranty is expired and I have only had the coffee maker since that date. Therefore I have only had it for 6 months. I tried to contact them and they do not even answer the phone.

      Regards,

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




    • Initial Complaint

      Date:05/19/2023

      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.
      My Hamilton Beach coffee pot broke. As I was drying it, I lifted the top lid to wipe down inside and the glass near the top of the handle shattered (pictures attached). The pot was not dropped or bumped in any way and was only 4 months old. I reached out (04/20/2023) to Hamilton Beach via their online communication widget through their website (which transferred over to email) to 1. Inform them of a faulty and unsafe product (there was no reason for the glass to shatter off) and 2. to receive a replacement coffee pot (either free of charge or I would have been ok with receiving a discount to replace). The only response I received (04/21/2023) was an email stating that because the coffee pot did not break in the course of pouring coffee, that it was not covered under the warranty. I did ask to speak with a Supervisor (04/22/2023) as I felt this issue was worthy of a conversation directly with someone over the phone, not a copy and paste policy statement back as this was a safety issue, I couldn't find the exact model coffee pot on their website and what I thought might be the right match was $17 + tax + $10 shipping (so total of $30 to replace something I got in December). I was informed (04/24/2023) that communication would only be handled by email and that my email was forwarded onto a Consumer Affairs Supervisor. I received an email on (04/28/2023) that was a copy and paste email of their original response. I was hoping this was in error and waited 5 to 7 business days (as that was their auto response in a previous email) to hear back from a Supervisor and heard nothing. On (05/08/2023) I emailed a second time and requested again to speak with a Supervisor. As of the date of this BBB complaint (05/19/2023) I have not heard back from anyone.

      Business Response

      Date: 05/30/2023

      Hamilton Beach apologizes for the inconvenience. On April 28, 2023, Hamilton Beach emailed the consumer and explained that parts damaged while in use will not be covered under our Limited Warranty. Replacement parts will need to be purchased.  We do not see a reason to change our policy at this time.  Please contact us with any questions. Thank you.

    • Initial Complaint

      Date:05/15/2023

      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.
      My Husband and I bought a Hamilton Beach ******** coffee maker at ******** It was not working on multiple fronts. I made a video to demonstrate.

      Business Response

      Date: 05/17/2023

      Hamilton Beach apologizes for the inconvenience. A representative has attempted to contact the consumer via telephone.  Since telephone was not successful, the representative will email the consumer. Thank you.

    • Initial Complaint

      Date:05/09/2023

      Type:Sales and Advertising 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.
      Purchase the Flex brew coffee machine, Straight out of the box the first machine never worked. The pump would make sounds but no water would come through. Watched several you-tub videos and it still did not work. I was able to exchange the coffee maker for another one with my receipt and that one worked for a couple of months. Now the coffee machine only makes barely 6 ounces of coffee no matter what size you select. Hamilton Beach has the worse customer service possible. It is almost impossible to find a telephone number and no one ever answers. The website is even worse, after all those attempts they never got back to me about my 1st issue. The whole company should be shut down.

      Business Response

      Date: 05/17/2023

      Hamilton Beach apologizes for any inconvenience.  A representative has been in correspondence with the consumer. We are working to determine the next steps. Thank you. 

    • Initial Complaint

      Date:04/17/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

      Regards,

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



      Business Response

      Date: 04/20/2023

      Hamilton Beach apologizes for the inconvenience. The consumer has been contacted and a replacement has been issued. Thank you.

    • Initial Complaint

      Date:04/17/2023

      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.
      Hamilton Beach Bread Maker purchased on October 2, 2022. The bread maker malfunctioned within 2 months of purchase. I filed a warranty claim with Hamilton Beach on December 2nd, 2022 and Hamilton Beach received my defective item on December 23rd, 2022. I was then told it would take 6-8 weeks for my claim to finalized. It has now been 4 months, and Hamilton Beach has stopped replying to my inquires regarding the status of my purchase. Hamilton Beach is clearly refusing to honor their products and their customers. Hamilton Beach claim # *******

      Business Response

      Date: 04/19/2023

      Hamilton Beach apologizes for the inconvenience.  We have examined the bread maker, which appears to have been exposed to an external heat source.  There was not a product defect.  Consumer Affairs will contact the consumer regarding the same. Thank you.

    Hamilton Beach Brands, Inc. is NOT a BBB Accredited Business.

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