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:02/14/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  May 31, 2023 I purchased a ********* over the stove microwave from ******. Within a couple of months the handle rippled. The company offered a replacement or refund. My neighbor also bought it and had the exact same issue. Therefore, I decided to purchase a different brand and take the refund. They refused to pay for the removal or new installation. They claimed it never happened before even though I told them about my neighbor and gave them her name and claim info. They also insisted on a picture showing a cut cord on the one removed with the defective handle. I complied and sent the required photos. Then, they refused to return the sales tax they charged. Is that legal? Total paid $287.88. Pretax $269.99 Its been two weeks and Im still waiting for my refund case #*****, phone Englewood Marketing Group ***********

  Business Response

  Date: 02/24/2025

  Reference is made to Complaint ID No. ******** (the Complaint) regarding a Farberware overmount microwave oven that Complainant claims she purchased approximately 9 months ago from ****** but on which the handle allegedly rippled after only 2 months (the Product).
  In response to the Complaint please note the following based on the limited information provided by the Complainant in the Complaint and her communication with our company:
  1) Complainant alleged that the handle of the Product rippled after only 2 months but waited until nearly 7 months thereafter to make a warranty claim. In addition, the only similar complaint we have received regarding a rippled handle for the Product happened to have come from Complainants neighbor. For both reasons,the Complaint seemed suspect.
  2)Nevertheless, the Company decided to maintain customer goodwill by treating the Complaint as a valid warranty claim. Under prevailing law, the Companys only obligation as a manufacturer is, at its option, to either repair or replace the Product, or offer a refund for all or a portion of the purchase price of the Product after subtracting an amount equal to the fair value of consumers use of the Product.
  3) Despite the Complainant having enjoyed the use of the Product for 9 months of the 12-month warranty period and Company therefore being within its right to refund only a portion of the cost of the Product to Complainant, the Company graciously offered the Complainant her choice of a new replacement unit or a full refund of her $269.99 purchase price, not including any sales taxes or delivery fees originally paid to *******
  4) Complainant chose the refund option, and a check for the full $269.99 purchase price was promptly issued and mailed to Complainant on February 10, 2025.
  5) Complainant now complains to the BBB that she has not received the refund check despite it being only 4 days since the check was mailed, and accusing the Company of refusing to return the sales tax they charged despite the Company never having sold her the Product or having collected any sales tax from her.
  6) If Complainant still has not received the refund check, she is welcome to contact the Company to have the check stopped and a new refund check issued. ********************* believes it has been more than fair in the handling of this matter with the Complainant and that it has met all of its obligations under law in respect thereof. 

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  The company says allegedly rippled handle when they have the pictures of the handle.  I contacted them originally in November, not 9 months after purchase.   It took some time to both purchase and install a replacement which cost me an additional $100.  Do they think both my neighbor and I put ourselves thru this expensive for no reason?  Thats ridiculous!  I received the check minus the tax they collected.  I find that totally unacceptable.  They are both dishonest and have very poor business practices.  I asked that they just send a handle.  They refused. I asked that they send a new door.  They refused.   I asked that they not demand cutting the cord and making the microwave landfill.  They refused.  Terrible company!

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

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 need this company to pick up the defective microwave that continues to blow out my circuit. Once the business picks up the defective microwave, I can receive confirmation from ***** that the item was returned to EMG so that ******* can process my refund.

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Microwave oven purchased and after a year of using it started to spark ?? electric fire inside.Reached out to the company and they said its not in warranty.I feel cheated and that my families life was at risk because of their defective product.And they took no responsibility or Ofer any solution I have a video I can share.

  Business Response

  Date: 07/18/2023

  Reference is made to Complaint ID No. ******** (the Complaint)regarding a Farberware Microwave Oven allegedly purchased by Complainant from Macys nearly 2 years ago on 11/29/21 (the Product).
  In response to the Complaint please note as follows based on the information provided by the Complainant in the Complaint and her prior communications submitted to our company:
  Complainants initially communicated with our company regarding this issue via an electronic message submitted through our customer service helpdesk on June 21, 2023. In that communication she informed us that she was very happy with our customer service response on a recent prior occasion but that her unit started to malfunction earlier in the day when she tried to reheat dinner, as she has done hundreds of times before, and heard the sound of electrical sparking.
  We responded electronically to the Complainant over the next 2 days seeking additional information to validate the product warranty and initiate a warranty claim.
  Despite Complainants allegations in the Complaint to the contrary, (i) Complainant had actually purchased the unit nearly 2 years ago in November 2021 and enjoyed the use thereof by her own admission for over 18 months - not one year as implied in her Complaint, (ii) there was no fire, only sparking noises, and (iii) the product was not defective.
  Since the Complainant by her own admission has used the microwave hundreds of times and enjoyed daily use of the microwave for over 18 months without incident, it cannot be deemed defective simply because of some recent sparking noises, as the unit has greatly exceeded the manufacturers one year warranty as well as any implied warranty of merchantability.
  Sparking noises can be caused by a number of well-known factors, including metal objects placed in the microwave, a damaged magnetron, a worn-out diode, or a broken waveguide cover, none of which is a defect with the unit.
  Since Complainants one year warranty has long expired and for the other reasons set forth above, Complainant was rightfully denied warranty coverage and the requested replacement of the unit she had sought. Complainant is free however to independently seek repair of the unit from a third-party repair facility at her cost or purchase a new microwave.