Complaints

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a broken item - an electric heater - and immediately notified the company that the product showed up broken. They asked me to send a picture, which I did. I was assured by the customer support person that I would receive a refund. After some time and no refund, I called back. Walked through the SAME details and shared a picture. Was told the “finance team was a separate department” but that they would let them know. Was assured I would receive a refund. After some time and no refund, I repeated this process AGAIN at least 1-2 more times. These people are either incompetent, scammers, or both. I offered to return the product but they told me not to and that a picture would suffice. I had multiple calls and emails with these guys. So terrible.

  Business response

  09/05/2024

  Hi there,

  We can offer the customer a replacement unit.

  Customer response

  09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  You sent me a damaged item.  Multiple service agents told me they would refund me.  I already stated that I do not want a replacement item.  Please do the right thing and provide a refund, like any other business would do. 
  
  Sincerely,
  
  *********** *******

  Business response

  09/09/2024

  Hi there,

  The refund has been processed. It should reflect on your account within 3-5 business days. 

• Initial Complaint

  09/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  on 7/9/2023 I ordered a tankless water heater. I received the product on 7/19. On the 31st my handy man stated that he had asked me to get the wrong product and to order different one which was done on the 7/31. I received that new one 8/4. On 8/6 I sent a message to Thermomate on their website under "issue a refund" explaining what had happened and requested direction on how to ship back or a label to ship back. Heard nothing. I called on 8/7 stating I had sent a message on their website but heard nothing back. They informed me that a request for a shipping label has been put in and someone will call or send me one within 24-48hrs. No call, no email. I called again on 8/9 stating that there was no call and no email like what was initially stated to me. The rep stated he could see my request for a shipping label but that the person that does those was off today and would email me one 1st thing in the AM. No email. I Called on 8/10 and the rep stated he could see my request for a shipping label, and someone will call me in 24 hours. I called on 8/14 rep stated I had to send an email and that all the other reps were incorrect. I sent an email on 8/15 explaining how ridicules this process was. They told me to send the product to an address and to send video of the product and pic. of the shipping. Product was shipped on 8/29 they received product on 9/1. I Called on 9/18/2023 since I have not received my refund and they asked for my tracking code which I provided, and the rep stated that I would get my refund within 3 days. I stated that they got their product on the 1st and that I should have gotten my refund almost 3 weeks ago. He stated that is correct the person that received the product didn't send it to the finance dep. I asked to speak to a manager. He said one will contact me in 24 hours. Nobody called. Called on 9/18 they stated a manager will call me by the end of that day. Nobody has called, still.

  Business response

  09/20/2023

  Hi Kimberly,

  We deeply apologize for all the trouble. Can you please provide your order # and the return tracking # so we can check it?

   

   

  Business response

  09/21/2023

  Hi there,

   

  The refund has been processed and should reflect within 3-5 business days. 

   

   

• Initial Complaint

  03/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased the cooktop off of Amazon on Nov 4, 2022 and paid 810.00. Around Jan 5th the glass top busted and I contacted the company for the warranty. After going around and around trying to get them on the phone and through multiple emails, they did send a new stovetop that finally arrived Feb 22, 2023. When we opened the package the glass top was broken. I contacted the company again via phone and they agreed to send a new one after I emailed them all the details with pics. Here it is almost a month later and I still have no stove. I've called multiple times and emailed many times and am told they are waiting on Amazon logistics you ship it and it still has not been shipped. I've been without a stove, my way to cook, for two months now.

  Business response

  03/29/2023

  Hi there,

  As per our Amazon Support conversation with the customer, the glass top was accidentally damaged by the customer which is not covered by our warranty. We offered to provide her with a returned unit so she can take the glass off of it and she only needs to shoulder the shipping fee (which we haven't charged yet) however, the returned unit arrived broken as well. We no longer have a returned unit that we can send her. The other option we do have for the customer is to provide a discount on her next purchase. We can offer a $200 discount. 

*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. ↩