Complain about a product or service

Cuisinart

N. of Staten Island, NY June 17, 2009

Purchased expensive model, Stainless Steel with insulated carafe. First thing I noticed was button latch that held coffee grinds didn't catch well. Needless to say as coffee would brew, it would swing open. What a mess. Neck was the top of carafe cracked which I had to glue back into place. Coffee never stays hot for more than 1/2 hour in thermal carafe. More work than it's worth as I have to insure that side button that hold basket clicks so I do it manually as a double check. I have to microwave coffee to have a hot cup. Shame on a company like Cuisinart that would put out defective products and not recall defects. Making us seem like we are all more the exception than the rule.

Deborah of Grand Bend, ON June 5, 2009

I own several Cuisinart household appliances and even though they are expensive the Cuisinart name use to speak for itself in the durability and high quality product you were receiving, but then again I never had to deal with the warranty issue until now. I paid 100.00 for a all black matte finish Cuisinart coffeemaker less than year ago. Recently I noticed the so called durable black matte finish that withstands daily use was coming off the burner and thus causing the stainless steel underneath to rust. Not to worry I was still under the 3 year warranty so I emailed Cuisinart.com who told me to contact Consumer Canada who would help me. I was in for a rude awakening.

Cindy whom I spoke to at Consumer Canada did not take down any information, she just asked for my name and phone number and the problem. I told her about the black matte finish coming out and Cindy kept insisting the burner was stainless steel not black and I kept telling her I know what my coffee pot looks like and I gave her the number of it and offered to send her the online website that shows picture and description. Cindy was having none of that, Cusinart did not cover cosmetic damage due to their own shody workmanship no siree they didnt care if it peeled or rusted or what it did after it left the store shelves. I told Cindy she was just jerking me around until the warranty ran out in few weeks and she didnt answer me. Cuisinart appliances are not cheap and a company such as that who makes the claims they do regarding their products should stand behind them.

All I was asking for was for them to put another finish on the burner or replace it, instead they feel it is acceptable that I proudly show off a rusted coffeemaker. My husband is right why bother spending all that money on a product that does no better than its counterparts that can be purchased at a fraction of the price. I am extremely disappointed in Cusinart's attitude and it has certainly woke me up to the world of business today.

Sharon of Weatherford, TX May 7, 2009

I called to order a part for my brand new Cuisinart top of the line Mixer. The circuit board had burned up. I live in Panama, so I took it to a service shop here. He found that the circuit board was burned up, so I called Cuisinart and was told that the part was not owner replaceable. Since it had been taken apart, it was no longer under warranty. Since I live in Panama, the cost of returning it to the US is over 200. They would not sell me the part to have the service shop here repair it. This has cost me about 400. I only used it once. All I need is the part.

catherine of smithfield, RI May 15, 2009

After spending an entire day explaining that my 1 year old cusinart DGB600BC had rusted so badly that the serial number was worn, I received a complete run around regarding replacement of the unit. Supervisor Patricia had left me a message to ensure me it would be replaced, when I called back a Rich the "floor supervisor" told me he could not replace itwithout the serial number. This was a gift to us, and I do not have the recipet. However, I sent an e-mail with pictures showing the rust. Besides bad customer service, the unit is faulty in that it has rotted and rusted out through the bottom. Condensation forms all along the top and inside the unit after every brew.

Jeremy of Hillsboro, OR April 11, 2009

We bought a Cuisinart coffee pot three months ago. Imagine my surprise as I went to pour a cup of coffee, and the top of the handle separated from the pot and hot coffee came pouring out all over my hand.

Pour hot coffee on my hand

Catherine of Gahanna, OH April 8, 2009

I ordered a Filter Basket Double (EM-100FBD) which is an metal basket for a Cuisinart Espresso Machine. I placed the order on www.cuisinart.com. I received a confirmation D429207 and paid for overnight shipping (25.95) for a 13.00 item. I did not receive my order when I contact the website they said they do not carry the item eventhrough I have a order number, and that they have told Cuisinart this several time and that they have requested they remove it from their site.

They were nice about it and told me to call 800-726-0190 to place the order. I spoke with a CSR who was of no help .. they would waive the shipping cost for regular s/h and it would be 7-10 days. I requested to speak to a supervisor and I was connected to Melissa (Customer Service / Tampa) who needs to learn how to deal with customers. She was condecending and rude. I couldn't even finish a sentence. She basically told me it was MY problem and that I would have to deal with the www.cusinart.com customer service. She also informed me that overnight shipping takes 3-5 business days ... does that sound right to you? 3-5 days for overnight shipping! I asked to speak to a manager and she said NO they would not come to the phone ... are you kidding! I asked who the President was ... she didn't know ... I googled it and found my answer within 15 seconds! How can a company offer replacement products on www.cuisinart.com and not carry the products - they weren't out of the product they DO NOT CARRY THE PRODUCT. How can they produce a confirmation number when they don't have the product ... never did!

I will never buy another Cuisinart product ... Carl Sontheimer (Founder) would have an absolute fit if he only knew the incompetent people that are working for his company.

I had to go to another dealer, The Gourmet Depot to get the product that Cuisinart can't seem to produce!

Nick of Phoenix, AZ April 5, 2009

Cuisinart Coffee Maker Model #CBC-00. Our first one caught on fire and blew out all of the controls. We returned to Costco where they offered refund in full. Purchased another unit the same day because we thought the first failure was a fluke. After a couple of weeks, we are getting a loud clicking noise from the replacement unit, so we are unplugging the coffeemaker when not in use fo fear that it might catch on fire again.

Flas fire emitted from the front of the controls on the unit and a rancid odor from the electrical fire at the same time.

Thomas of Medina, OH March 24, 2009

I bought a Cuisinart coffee maker about a year ago. It was a very expensive model. It always leaked water right from the beginning. Now, it will not turn on. I have contacted Cuisinart twice now via email, and each time they have a snotty complaint department person call me; however, they refuse to satisfy my compaint. They want me to ship them my old, broken, unit to them and I pay for the shipping. Then, they say they will send me a new unit, but again, I pay shipping.

So their unit breaks after one year of service, and rather than just sending me a new unit to keep a customer, they want me to pay shipping for the old and the new unit. I say, DON'T BUY CUISINART PRODUCTS!

Patty of Culpeper, VA March 9, 2009

I bought the Cuisinart coffee pot with the carafe. It worked for 2 yrs then the plastic arm that holds the filter on just came off. I sent it back (paying the 20 to & from shipping) was sent a new one but it only lasted 1 year. I called Cuisinart and was told the waranty was still good and they would send me a new one. I waited 2 weeks and when no coffee pot showed up I called them. This time they said no, we are sorry but the waranty goes back to the origional coffee pot and it is expired.

I contacted the Better Business Bureau but of course Cuisinart is NOT a member (go figure!) They have 4 more days to respond but I'm guessing they will not. Its obvious...they don't care...so the only thing we can do is NOT BUY their products and tell everyone you know not to buy anything Cuisinart. If enough people do this then maybe they will learn.

A Hard Lesson Learned

Sarah of Perris, CA February 25, 2009

I was making soup and but boiling chicken broth into the blender. I followed the directions on the insert that went with the Cuisinart SmartPower Duet Blender/Food Processor about dealing with hot liquids. Though I released the steam and held the top on extremely tight, the lid blew off with incredible force. The boiling liquid gave me serious burns on both forearms and my chest. Luckily, the liquid did not reach my 7 month old daughter who was sitting nearby in her high chair. VERY DANGEROUS!

Burns on both forearms and chest

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