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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.
    • 76 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:01/06/2023

      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 purchased a Hamilton Beach coffee maker, Model #*****, in November 2022. I have called their toll free number because there were no User instructions enclosed in the box. They do not allow you to talk to a **************** representative. You have to send an email, which I did, describing the issue. *** sent numerous emails to them for one month and they have not responded to my emails. I cannot use the item until I get a response from Hamilton Beach. Its just creating clutter in my house. I need to get a response to my questions ASAP!!!!!!

      Business Response

      Date: 01/09/2023

      Hamilton Beach provided a copy of the use and care manual on both **** and ***** via email. If the consumer prefers that we send the manual another way, please let us know. Thank you.

      Customer Answer

      Date: 01/09/2023

      Better Business Bureau:
      THE RESPONSE IS A COMPLETE LIE.  I CHECKED ALL MY EMAILS AND THEY HAVE NOT SENT ME THE **** INSTRUCTIONS.   I CANNOT USE THE COFFEE POT WITHOUT THESE INSTRUCTIONS.  I DONT UNDERSTAND WHY THEY DONT HAVE EMPLOYEES ANSWERING THE PHONES.   ONE OF MY QUESTIONS IS, IF I NEED A PAPER COFFEE FILTER   

      DISGUSTING CUSTOMER SERVICE.

      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: 01/10/2023

      Since the consumer is not receiving our emails, we request that the consumer let us know how she would like to receive the use and care manual. The manual can also be found at www.proctorsilex.com. Thank you. 

      Customer Answer

      Date: 01/16/2023

      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 below.

      I have sent a response to you a week ago.  Should have received.  
      LET ME BE CLEAR.  THEY ARE LIEING!!!!!!!    HAMILTON BEACH NEVER EMAILED ME THE **** INSTRUCTIONS WHICH THEY CLAIM THEY DID ON THE DATES STATED IN THEIR RESPONSE TO YOU.

      PLS INFORM THEM THEY MUST SEND ME THE INSTRUCTIONS ASAP!

      THE COFFEE MAKER IS NOT BEING USED AND SITTING IN A BOX.  THEY ARE GREATLY INCONVENIENCING ME.   IN ALL MY EXPERIENCE, NO MANUFACTURER HAS NEVER ENCLOSED **** INSTRUCTIONS.  ALSO, THEY DONT ANSWER THEIR PHONES.

      PLS CONFIRM THAT YOU HAVE RECEIVED MY RESPONSE.

      Regards,


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




    • Initial Complaint

      Date:12/30/2022

      Type:Service or Repair 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.
      In March, 2022 , we purchased a Hamilton Beach flexbrew coffeemaker. In late October, it stopped working properly in that the coffee was never hot, just lukewarm. We have reached out every way that the company says to but not acknowledged at all. We ended up having to buy another coffee maker to replace it. They need to honor the warranty and since we had to replace it due to their lack of response, we would like a refund of the $107.29 that we originally paid.

      Business Response

      Date: 01/09/2023

      Hamilton Beach is in communication with the consumer.  Hamilton Beach explained that the consumer needs to provide the product model number and series code in order for us to proceed. Hamilton Beach awaits a response. Thank you.

      Customer Answer

      Date: 01/10/2023

      Better Business Bureau:

      I have reviewed the offer and/or response made by the business in reference to complaint ID ********.    Although this information has been provided to them several times, I again sent them the information in a reply email on Monday, January 9, 2023.   Hopefully, a response is forthcoming.

      Regards,

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




      Business Response

      Date: 01/11/2023

      Hamilton Beach apologizes for the inconvenience. A representative has contacted the consumer and explained that a we can send a replacement unit. Thank you. 

      Customer Answer

      Date: 01/17/2023

      [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,

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



    • Initial Complaint

      Date:12/27/2022

      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 contacted Hamilton Beach back in October regarding a defective coffee maker. I was told to cut the cord and send a picture of the cut cord and they would send me a replacement free of charge. I did this on December 1st and multiple times after that. I have yet to receive any response whatsoever. I also contacted them via their ******** page thru messenger and was told AGAIN to contact them thru email. I have sent over 11 emails and no response. Consumer number *******. I would like a replacement as promised. I have attached a photo of the cut cord.************************************* ********************************************************************* Model ***** Serial G0322DJ

      Business Response

      Date: 01/03/2023

      Hamilton Beach apologizes for the inconvenience. While we did ship a replacement, it has not made it to the consumer. We will ship another product. Thank you. 

    • Initial Complaint

      Date:12/21/2022

      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 3 in 1 hand blender stoped working and I want it replaced and I called us befor and ** gave me the run around about it so replace it or get something just like it if you dont have that in stock

      Business Response

      Date: 12/27/2022

      Hamilton Beach apologizes for the inconvenience.  A representative explained to the consumer that the unit's warranty expired.  A discount code was provided to the consumer for a new product, however, the consumer refused to use it. Hamilton Beach does not believe we should change our warranty policy at this time. Thank you.

      Customer Answer

      Date: 12/28/2022

      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,

       

       



      *************************
        All I want is a replacement thats it and the warranty had expired



    • Initial Complaint

      Date:12/17/2022

      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.
      We purchased a crockpot earlier this year that had a broken lid lock. We contacted customer service who sent ** a return label to ship the product back via **** We did this on 9/29/2022. Since that time we have e-mailed customer service several times to check on the refund. Each response has had a different time frame and/or excuse as to why nothing has been processed. Initially we were told 4-6 weeks, then 6-8 weeks. We have been told there are delays on the evaluation of returns along with other reasons as to why it has not been processed. Now, the last e-mail response (12/12) indicates that your company is processing returns in the order that they are received. We are coming up on 11 weeks with no return processed. We have also tried to contact the ** (*********************) via e-mail with no response.Anytime we contact your customer service we have been informed to use customer #******. Here is additional information that has been requested by customer service in past e-mails ******************************************* order #******* Model #***** Series #A4802ER Tracking Number 1Z2115609095022916 (used their label provided) sent on 9/29/2002 Unit PriceQuantityTotal Programmable Stay or Go 6 Qt. Slow Cooker, Stainless Steel (*****)$64.99We would really appreciate a response on when the $64.99 will be refunded?

      Business Response

      Date: 01/03/2023

      Hamilton Beach apologizes for the inconvenience.  We will be sending the consumer a replacement as requested. Thank you. 

      Customer Answer

      Date: 01/03/2023



      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, even though we would rather have the requested refund. If a tracking number for the product being mailed is available please forward, thank you. 

      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,

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



    • Initial Complaint

      Date:12/17/2022

      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.
      I ordered on 12/11- you stated that it would be processed within 72 hours.72 hours has come and gone, and you failed to provide any update on this transaction.The is unacceptable and deceptive and dishonest. You lack transparency and will not communicate with customers or provide realistic delivery time frames.I asked you multiple times to cancel my order which you stated you will not- but it is clear that you do not provide any updates on shipping or communication when ordering. Your failure to provide any transparency or communicate this forces me to dispute this transaction as fraud.It was not delivered as descibed.PLEASE REFUND MY MONEY.THESE COMPANY IS A BUNCH OF FRAUDS. DO NOT ORDER FROM THEM. BUYER BEWARE.

      Business Response

      Date: 12/20/2022

      Hamilton Beach apologizes for the inconvenience. The consumer's package was shipped on ***** via ***** tracking number **********************. Thank you. 

      Customer Answer

      Date: 12/20/2022

      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.

      [Item was ordered on 12/12. You stated that it would be processed within 72 hours and it was more than double that. You failed to deliver within timeframe you gave and made excuses. I do not accept resolution- you are a very poorly run company.  ]

      Regards,

      **********




    • Initial Complaint

      Date:12/16/2022

      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 Hamilton Beach 14 cup food processor from Bed ******** in May 2020 with a 5 year manufacturer warranty - very proudly displayed on it - as a gift. Just short of 2 years the ** stopped working. I contacted Bed Bath and Beyond (from where I purchased it in May 2020) initially and inquired of them. They confirmed that HB needs to honor the 5 year manufacturer's warranty this item has.I called the number given me for HB but there was only a msg requesting to email them. On 2nd of September I wrote to them and notified of how my food processor is not working. There was a computer generated auto response that said they would look into it and respond in 5-7 days . No response.I then wrote again on November 30th pleading for a response. I received the same auto generated email. And again, no response yet! How is it that such a big brand is not held accountable for false advertising and claiming to have a manufacturers warranty? They also have NO **************** to at least suggest which part may be the issue! How is there no human at teh end of your ONLY line? How can you send out a false email promising a response and make customers hang around for months - and not even have an mail that you could respond to!! I am quite amazed! I have waste a lot of my time - please resolve this issue.*************************** Emails attached below> I submitted teh complaint but have given the (gift) recipient's email address --------------------------------------------From: ********************************************************** <********************************************************>To: ***************************** <*******************************************>Sent: Friday, September 2, 2022, 01:26:51 PM PDT Subject: Thank you for contacting Hamilton Beach Brands, Inc.We thought you would like to know that your inquiry has been successfully submitted to the Hamilton Beach Brands **************** Team.We are currently experiencing a higher volume of emails than normal. We will respond to your inquiry within 5-7 business days. Please do not reply to this message.Thank you for being a Hamilton Beach Brands customer.Sincerely,Hamilton Beach Brands, Inc. **************** Note: This email is sent automatically from an email address that cannot accept mail.From: ********************************************************** <********************************************************>To: ***************************** <*******************************************>Sent: Wednesday, November 30, 2022, 11:17:36 AM PST Subject: Thank you for contacting Hamilton Beach Brands, Inc.We thought you would like to know that your inquiry has been successfully submitted to the Hamilton Beach Brands **************** Team.We are currently experiencing a higher volume of emails than normal. We will respond to your inquiry within 5-7 business days. Please do not reply to this message.Thank you for being a Hamilton Beach Brands customer.Sincerely,Hamilton Beach Brands, Inc. **************** Note: This email is sent automatically from an email address that cannot accept mail.

      Business Response

      Date: 12/22/2022

      Hamilton Beach apologizes for the inconvenience. A representative has attempted to contact the consumer via email and telephone. We await a response to discuss this matter. Thank you.

    • Initial Complaint

      Date:12/12/2022

      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 replacement part. I realized after ordering that the part would take much longer than I anticipated, up to 2.5 weeks. I would like to cancel my order and I am being given a run around.They have a customer service number on there website which clearly states that you should call- but the number does not have any person to chat with and the e-mail response states that you will not get a reply for 5-7 days. I am not sure these kind of delays can be withheld from the buyer- lack of transparency makes me need to cancel my order and to order elsewhere. Please allow me to cancel my order.7602780 I would hate to have to wait until next year to receive my item and based on the lack of transparency on your website and inability to cancel i'm forced to escalate this issue to resolve this.please give me my monies back and allow me to order elsewhere.thank you

      Business Response

      Date: 12/12/2022

      Hamilton Beach apologizes for the inconvenience. A representative has explained to the consumer that once and order is submitted to the warehouse, we cannot issue a refund. The order is in progress.  Once the order is received by the consumer and returned to Hamilton Beach, we will be able to process this request.  Thank you. 

      Customer Answer

      Date: 12/12/2022

      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.

      [You mentioned that the order has not processed yet and the return cost would be covered by me and it would not included shipping. You failed to address any of these on your website and your lack of transparency or how long it would take for the order to ship leaves me no other resolution other than to dispute the transaction on my credit card This is fraud. I would have expected to cancel the order in a timely fashion or have an understanding of how long the order would have taken to receive


      You do not have the ability to scam me This is fraud.]

      Regards,

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




      Business Response

      Date: 12/12/2022

      We apologize but the order is in process.

    • Initial Complaint

      Date:12/05/2022

      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 bought a Hamilton Beach Dough and Bread Maker (model *****) less than a week ago and started making bread the same week.I ***************** pressed start and left it to do its thing.Not long after I heard a bang in the Kitchen when I went to check it out the Machine had vibrated itself off the counter and fell to the floor breaking the lid.Not sure if this has happened before but I definitely feel this is a safety hazard! Emailed the company and have not heard back.

      Business Response

      Date: 12/06/2022

      Hamilton Beach apologizes for any inconvenience. The consumer reported that the unit fell off of the counter while in use, breaking the lid.  A representative advised that her warranty was voided.  The consumer was, however, offered a discount code to purchase her part. Hamilton Beach does not see a reason to change our warranty policy at this time.  

      Customer Answer

      Date: 12/08/2022

      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,

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



      Offering me a 15 percent discount on another machine is not acceptable. I want more to know about this incident. Why would you buy a ***** Machine and then have to watch to make sure it doesnt fall!.*** spoke with others who have ***** Machines  and theyve never had an issue!Hamilton Beach needs to step up and fix this before someone gets injured.Especially people who have small children in the house

      Business Response

      Date: 12/08/2022

      If the consumer would like to return her bread maker for analysis, we will examine it and determine if there is any defect.  Otherwise, we do not see a reason to change our officer of a discounted item. Thank you. 

    • Initial Complaint

      Date:12/01/2022

      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 have a warranty replacement (consumer #) code. I have been trying to redeem for over one year. I have an unable to get an answer from anybody. No one answers any customer service phone numbers or my submissions (multiple) using their online preset form for assistance .Is there someone who can help me with this I would like to order my replacement which has been covered and registered with them warranty, covered coffee maker. I have been provided a consumer number for redemption. Totally frustrated. Havent been able to fulfill my request for the replacement. If there is a different department I need to reach out to if someone could please return with Hamilton Beach? These attempts have been repeated and for over a year. Thank you

      Business Response

      Date: 12/09/2022

      Hamilton Beach apologizes for the inconvenience. A representative has contacted the consumer and resolved this complaint. Thank you.

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

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