Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted Hauslane via email on June 8, 2024, asking specific questions. The following day, on June 9, 2024, I received a response from ************** Unfortunately, *****'s email did not address any of my questions and seemed to be a generic reply. Subsequently, I called ************** seeking clarification. It took me a couple of attempts to clearly understand her name, as she appeared to be drowsy. Upon asking if she was working remotely, ***** responded with a **** "How may I help you?" I then mentioned my assumption that she was working from home, which seemed to upset *****. She abruptly stated no Im not and I am going to end this call, I feel uncomfortable. Leading to her prematurely ending the call.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a vent that came highly recommended from a family member and saw its use in person. I purchased the vent with the impression it would work as well if not better since it was brand new. Upon installation the suction was no where close to what was advertized. I brought this to the companys attention and asked for an exchange or refund. They asked me to attempt multiple troubleshoots which did not improve suction. They have declined refund or replacement even though I have not used the product. Their policy clearly states they will accept returns within 30 days which it has been less than 30 days.When making a phone call, the customer service representative even stated theres no manager to speak to and proceeded to cut me off while speaking and hung up on me.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received a brand new range hood (PS10 model) and it stopped working 1 day after it was installed. The touch panel lights started flickering and became unresponsive so unit does not turn on anymore. The unit is obviously under warranty. We reached out to customer service and already did a part replacement of the touch panel and the issue still continues. When we requested for a replacement unit ASAP, they said they can't issue a return/refund until we do another repair either as DIY or pay out-of-pocket for labor. The part for this repair is not available and their estimate for when it will be shipped is Dec 15, 2023. If this doesn't work either, they won't cover labor cost if/when they send a new unit. So effectively, we have to live for 3+ weeks without cooking at home with a toddler and pregnant person.

  Business response

  12/07/2023

  Hi!

   

  Thank you for bringing this to our attention. We thoroughly reviewed your case and determined that the actions taken fall within our warranty policy. Before replacement units are sent, we must narrow down the cause of any defects with replacement parts. The replacement part needed will likely resolve any issues you have. If you have any further questions for your support team, do not hesitate to contact us at **********************************

   

  - Hauslane Support

  Customer response

  12/07/2023

   
  Complaint: 20969995
  
  I am rejecting this response because:

  They failed to show that they are following a systematic approach to identify and fix the issue. It is purely trial and error, which essentially adds delays in terms of waiting parts and increase costs in terms of labor required to apply the repairs they suggest.

  If the next repair does not fix the issue, I have to pay the cost of disposal of bad unit.

  Their ultimate solution is to send a new unit but we have to bear the burden of labor each time this has to happen and after first incidence after 1 DAY OF LIGHT USE, I am concerned that this issue will repeat.

  Their warranty is so broad and vague that it allows them not to provide service on purely on "their sole discretion".

  They apply different policies for returns depending on if the sale was through their website or Amazon. The company would offer free refund and return if the unit is bought through Amazon, yet we have to go through series of proposed repairs since we simply bought the same product direct through their website. This just shows they create different customer experience for the same product and discriminates us solely because we made the purchase from their own website.

  For all these reasons, we are simply not happy with the company, their policies and poor customer service AND the product. We do not want to engage with the company anymore and we are asking for a full refund for the purchase. 

  Sincerely,
  

  Mahmut Aktasoglu

  Business response

  12/07/2023

  Thank you for sharing your recent experience with us. We've carefully reviewed your concerns, and we appreciate your candid feedback.

  
  We understand your frustrations, and we want to address your points directly:

  
  Systematic Approach: We're taking a hard look at our approach to issue resolution. Rest assured, we're refining our processes to be more effective and efficient, minimizing delays and unnecessary costs. That being said, according to our warranty, labor is not covered and thereby we are within our rights to push replacement parts to ensure no further issues.

  
  Trial and Error: We get it. Trial and error can be frustrating. We're actively working to streamline our repair process to ensure a quicker and more definitive resolution for you. In the meantime, the only way to narrow down the issue is to troubleshoot replacement parts. What we dont want is for any issues to recur if a new replacement hood is needed.

  
  Ultimate Solution: Our aim is to provide you with a product that works seamlessly. Sending replacement parts is part of that commitment, and we're working on tightening up our quality control to prevent any inconvenience for you moving forward.

  
  Warranty Concerns: Your feedback on our warranty terms is noted. Hauslane warranty is transparent and comprehensive. We want you to feel secure in your purchase.

  
  Given your experience, we understand your preference for a refund. However, we do not take returns for installed units. Hauslane return policy ONLY applies to Hauslane direct purchases. Any other online outlet you are subject to their return policy.

  
  We appreciate your honest feedback, and we're committed to making necessary improvements. Your satisfaction remains our priority.

   

  Hauslane

  Customer response

  12/07/2023

   
  Complaint: 20969995
  
  I am rejecting this response because:
  

  No, you did not hear the feedback at all. You are still sticking to your, in my opinion, maliciously designed policies. I have read other users on various seller platforms with similar complaints so this seems to be a more frequent practice by Hauslane. I am going to make sure to point this out to potential customers and warn them on how it is designed to the detriment of the customer in every outlet that ************** replace this hood and never touch your brand again. Good job on great customer service, leaving your customer that cooks everyday, waiting for 3+ weeks without a properly ventilated kitchen with a pregnant woman and a toddler - you should put our experience in your website so everyone can see how you treat your customers!

  Fulfill your obligation of sending the next repair part, but if that doesn't work I don't want another unit. I have no intention to get stuck under your dubious warranty and customer service terms.

   

  To BBB - how can I share my experience ? Also, please advice on other legal venues available to us.

  Sincerely,
  Mahmut Aktasoglu

• Initial Complaint

  09/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought two units through Lowes in August of 2023 and returned them both for shoddy workmanship. Both units we ordered had obvious manufacture flaws as they arrived in pristine boxes and packed in styrofoam. No fault of Lowes or the delivery service. Because they missed the obvious externeral and very visible defects, we were afraid to order a third thinking that there may be internal failures with the unit. We attempted to contact Hauslane three different ways to let them know they have quality control issues and to see if there was a way to get a unit that had been inspected. Our methods of contact were: By chat on their website, that they did not answer. By phone, where we held for 30 minutes and by email, to which they never responded. They showed no concern until we tried to leave a negative review on their website. Their respsonse was to only tell us that our review did not meet their requirements and would not be posted. We were excited because of the good ratings but now wonder how and why they got so many. We feel it may be illegal, and certainly immoral and unethical to block honest reviews. We have pictures documenting the workmanship

  Business response

  09/14/2023

  ***********,

   

  While searching our database under your name and email, I was unable to find communication regarding the issue you experienced with your recent order through ******. We would advise reaching out to our support desk with your order number, order receipt, and photos of the affected unit readily available so we can address the problem promptly. Under your warranty, you are *********** a free replacement part or replacement unit for an item received damaged if the damage is reported to us within 30 days of receiving the item, or you may return the item to ****** under ****** return policy.

   

  That being said, we'd love to make this right for you! Please forward any details regarding your order to our support team at ********************************** and we will make sure that your query gets address in a prompt manner.

   

  Thanks again, and we look forward to hearing from you!

   

  Best,

   

  Hauslane Support

  Customer response

  09/15/2023

   
  Complaint: 20601593
  
  I am rejecting this response because: We did reach out in multiple ways.  Please read our previous statement carefully.  We want integrity in advertisement and the ability to have our very accurate and honest review posted.
  
  ***************************-******

  Business response

  09/15/2023

  Hi!

   

  We're sorry the options provided do not suit your needs. Unfortunately, at this time according to our warranty we have exhausted all possible options. For further action, please contact **********************************

   

  Hauslane

  Customer response

  09/18/2023

   
  Complaint: 20601593
  
  I am rejecting this response because: there is not logic to what was said in the response.  Nor does it address my request or resolve the issue
  
  Sincerely,
  
  ***************************-******

*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. ↩