ComplaintsforVitamix

• Initial Complaint

  09/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a 7500 unit on 9/15/2024 and it is still showing “order processed” as the status on the Vitamix website. It has still not shipped and no-one can determine why. I have called and spoke with 3 different customer service representatives.. All promised me that the unit would be shipped within a day, all were wrong. I haveno information re the disposition of the unit order. I expressed concern with customer service that I received an order number and confirmation email but the product will not ship. How is it that in 2024 vitamix inventory management and internal systems would fail to provide accurate information causing a customer to make numerous phone calls and experience continued frustration with a purchase that should be straight forward? Do not trust this company. Service and support regarding the simplest transaction has obviously deteriorated in recent years.

  

  Business response

  10/16/2024

  Thank you for reaching out, *** ****,

  We appreciate your patience during our busy sale period. At the time of your complaint, it appears that the machine was still in process and ultimately delivered on September 26, 2024. Though we were not able to honor our standard shipping timeframe as this was a popular sale item and required special handling to fulfill his order, for your inconvenience, we are happy to extend your warranty for an additional year.

  If you have any further questions or need assistance, please don’t hesitate to contact us directly at ***** ********* Thank you.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a Vitamix 5200 blender during the Labor Day sale. Order was originally processed and payment was taken. Order still had not shipped as of recently. Called company and they denied the order was received and the charge disappeared. I am not interested in a refund, I would like the blender we ordered.

  

  Business response

  09/19/2024

  Thank you, **** **, for contacting us regarding your recent purchase. Our Customer Care team assured us that they would contact you about your concerns as soon as possible. Should you have any other questions, please don't hesitate to reach out to us at **************. Thank you!

  Customer response

  09/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received a quick response and the product was quickly shipped and delivered to me. 
  
  Regards,
  
  ******* **
  
  
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  this company used to be caring and provided excellent customer service. However, now, whoever they have working, there are not educated enough and simply do not care. this company only cares about their bottom line. All that corporate person would tell me is that it was human error so I've been affected by human error twice in one day that is costing me hours of my time. Great stress making me physically ill, but the company doesn't care and basically offered me $11 for their mistakes when they're previous employee offered to resent me everything overnight, but that's not being done even though I was the one that corrected them they offered me no compensation for all their human errors and waste of my time, and inability to package correctly, inability to properly train their employees inability to show any empathy to United States military veterans who have gone through extreme stress over the past few weeks . I own three Vitamix and tons of their equipment they blocked me from Facebook even though I hadn't posted one negative thing I told them I was going to, but they went ahead and blocked me. This company has gone backwards. Don't worry I have other Facebook pages this is a very unprofessional company that needs to educate their employees on empathy and maintaining their word. They actually lied to me, they should be fired for lying. They didn't package their packages correctly. They've cost me about six hours of my time stress to me and my service dog and they don't care and they won't care. This is the Way businesses are going used to wish this business much success now karma will eventually show up to them as they have other complaints on how they treat their customers and eventually they'll fail and it's sad because they have excellent products and they used to have the best Customer Service now they actually suck

  Customer response

  09/09/2024

  I just sent the rest of their packages back. I refuse delivery. The boxes were not in good shape. I wasn't going to open them. This company doesn't care about our customers. They promised me they were resending everything overnight mail. They're not doing that. They said it was human error just like they didn't tape up the box. It was human error. They wasted four hours or more of my time the stuff arrived in horrible shape. I returned it all, except for the one that the box was empty they lied to me and told me they were sending everything overnight mail then that was. human mistake . That's two mistakes on their part that's not my mistake. If I made a mistake, they wouldn't give me any credit.

  

  Business response

  09/26/2024

  Hello *** *****, 
  
  Thank you for reaching out to us about your concerns. 
  
  According to our Customer Care team, ****** issued the refund in two transactions: on 9/9, the company issued a refund of $12.86, and the remaining $199.92 was refunded through a customer-initiated dispute, which was accepted by Vitamix on 9/10. 
  
  We apologize for the damage to your packages during delivery and for any inconvenience caused by our inability to reach a resolution. We want to assure you that you have not been blocked on any platform, as your business is important to us, and we would welcome the opportunity to work with you again. Please feel free to contact customer service if there is anything we can do for you in the future at **************. Thank you.

  Customer response

  09/26/2024

  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, I do not accept the businesses response as I think they should do what they originally promised, and that was to resend everything as I was told initially as I wasted a lot of my time and effort. I will not be doing any more business with this company nor recommending them anymore as I have in the past, I was gifted a vegan class and I'm telling them not to use this company. in the past, I used to highly recommend this company that is no longer the case a company should maintain the word this company no longer does that they used to be a very honest company that maintained their truth. That's no longer the case it's heartbreaking really as I really love their products. In addition, they didn't learn by their mistakes their new box came with it on tape to almost falling apart, just like the original.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** *****
  
  
  
  
   

• Initial Complaint

  09/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a Vitamix blender for home use to make smoothies. The order was placed on May 24th, 2024. The product arrived much later than expected due to a tornado hitting the location the product was to be shipped to. I had to reroute shipment through the shipping company. I don't recall if it was FedEx or UPS. Within 2 weeks of receiving my blender, the power unit started shutting down after a few seconds of use. I only use this to make smoothies for health reasons. You are supposed to be able to make ice cream with this, and my smoothies are not even thick. When I reached out to Vitamix, they wanted to charge me for shipping and a restock fee if I returned the unit. I was not even asking to return it, I wanted them to stand behind their warranty. Each time I respond, I get a different person and a poor response. At this point, I don't even want the blender due to the hassle they have put me through. A $355.00 dollar blender should not have this much trouble. I wanted a Vitamix due to my mom having one and loved it! I wish I could feel the same way about my purchase, but the don't seem to want to stand behind their warranty or their product.

  

  Business response

  09/18/2024

  Thank you for reaching out to us, *** ****,

  We spoke directly with our customer care team, and they assured us they would contact you directly to rectify your issues. Please let us know if you have any additional concerns so we can address them in a timely manner. Thank you again for your patronage.

  Customer response

  09/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ****
  
  
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  THE WORLD CLASS BADEST CUSTOMER SERVICE EVER I was having a order ************ And start a return for the Order, The package drop off the fortworth UPS store Then the package not moving for long time. So i sent them a email, they never ever response Then I tried call them again wait for 1 hour no one response Then after weeks try again finally got someone on the call And tell me Oh we need the receipt from UPS BRO IT HAS BEEN MORE THAN A MONTH U GUYS REPLY MY EMAIL SERIOUSLY? Until today I called them again and wait more than 1.5h still no one ansewer the call 07/19 4.38 PM CST I have the screenshot for proof WHAT A JOKE CUSTOMER SERVICE? IT IS THE WORST COMPANY I HAVE EVER SEE

  

  Business response

  08/09/2024

  Thank you for being so patient, ******. Our Customer Care team works diligently to ensure return processes are both timely and correct for reasons of loss protection. To effectively mitigate any issues, we request the customer provide the drop-off slip from UPS for faster service and advise customers to file a chargeback for merchandise not received with the payer they used to complete the purchase. We appreciate you providing us with the information we requested. We were notified your package was delivered, and a refund was issued the week of 7/29/2024. Should you have any more issues, please don't hestitate to reach out to our Customer Care Team. Thank you.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am having significant difficulty complying with Vitamix’s recall requirements for a blade due to a laceration risk. The process mandates that I include my address and the two-digit date (01-22) engraved on the blade in a photo. This information is engraved extremely small (about a millimeter each) and is very difficult to capture in a photo. Despite my efforts to reflect light off the blade to show the Vitamix logo (which I am able to capture), I cannot make the numbers visible in the photo. I have provided the numbers through the form so they know what they are, but Vitamix insists on a photo that clearly shows them. Given the size and the silver-on-silver engraving, this is nearly impossible. I am frustrated because fraudulently requesting a repair kit has no benefit to me. It's solely for safety. The only reason I can think of why they would be so difficult about this is to discourage others from sending the request, so they don't have to spend money sending out kits. Insisting on such unreasonable proof just to save a little bit of money is making the recall process unnecessarily difficult and putting my safety at risk because as long as they continue to deny my request I have to use a blade that has been independently verified to be a laceration risk. I have attached the best picture I could take, which I believe is reasonable. I have also attached the email rejecting the photo, saying it's poor quality (which I am disputing because the quality is not poor) and my invoice.

  

  Business response

  07/03/2024

  Mr. ******,

  We apologize for any inconvenience and thank you for your patience. I have forwarded your information to our Customer Care team, who will contact you directly to complete your registration. Should you have any additional questions, please call us directly at ************. Thank you.

  Customer response

  07/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  
  
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good afternoon, I have sent this email and the attachment to ******************* however noone responded. Sending this to BBB to help me get a replacement. Around 2016, there was a class-action lawsuit against some Vitamix blender cup-blade assembly for bits of coating ending up in the blenders, where Vitamix agreed to replace the cup-blade assembly of the affected units, and my unit is affected (see pictures in PDF). Unfortunately, I was multiple times deployed outside the USA with the US Army during the last several years and could not get that cup-blade unit replaced. I am attaching a PDF with the pictures of the Serial Numbers and Cup Blade Numbers etc... as proof for you to replace my cup-blade assembly . Could you please replace the cup-blade assembly for me. I have attached proofs PDF attachement. (unfortunately i can not find the proof of purchase receipt because this was so long ago and military has moved me multiple times so things are lost in transit with the military moves.) PleaseSee attached PDF pictures for proof. PLEASE NOTE THIS BLENDER I USE FOR MY HOME USE and not for commercial business. Very respectfully, *** ***** ********* ** ******* ** **** *** *********** *** * ********* **** **** **** **** *********** ** ***** ** **** ***** is: ************  P.S. If you get a shipping address error when printing the shipping label, please over-write the error as address is 100% correct (I live in a new development that is not in postal system yet.) Please see PDF with pictures as proof attached. I COULD NOT UPLOAD PDF TO THIS COMPLAINT, BUT I AM ATTACHING A LINK FOR YOU TO VIEW PDF ON MY GOOGLE DRIVE. IF YOU HAVE PROBLEMS VIEWING PDF, EMAIL ME TO ************************  ********************************************************************************** ***** *** ***** *** **** ******* ******** ****** *** ***** *********

  

  Business response

  06/26/2024

  Hello ******

  We apologize for our delayed reply, and appreciate your patience as we work through this busy time.  We would be happy to help you with your inquiry concerning the class action litigation.
  
  After reviewing your claim details, we see that you were in the blade replacement queue to return your container by the end of 2019.  At this time, the settlement has concluded and all court-ordered remedies have been fulfilled.  We apologize if you missed your assigned queue date in order to return your container for the blade replacement.
  
  The secondary benefit that was offered through the settlement was a $70 gift code that could be used towards the purchase of a Vitamix container or Vitamix blender purchased from us directly.  If you wish to make a purchase, we can offer you a $70 credit on your account to be used on an applicable purchase.  To place an order with us by phone, please contact our Customer Care team directly at ***************
  
  If you have any further questions, please do not hesitate to reach out.  Our Customer Care team is available by phone or email Monday through Friday 8am-6pm EST.  Thank you.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  am writing to formally complain about a serious incident involving my Vitamix blender, which occurred on April 27th, 2023. During normal use, the base and cup of the blender unexpectedly separated, exposing the spinning blade and causing significant damage to my kitchen, including the drywall. Upon experiencing this safety issue, I promptly notified Vitamix via email on the same day. However, the response I received was dismissive and unhelpful. Vitamix did not offer to inspect the product or provide any assistance, stating that they could not help me without acknowledging the potential danger posed by their product. Months after my initial report, I received an email from Vitamix on [Date of Email], notifying me of a voluntary recall of the Ascent and Venturist Series 8-Ounce Blending Bowls, 20-Ounce Blending Cups, and Blade Bases. This recall, initiated in cooperation with the U.S. Consumer Product Safety Commission, highlighted a serious safety flaw that could cause laceration injuries. It is deeply concerning that Vitamix only took action after a regulatory recall notice, despite being informed of a similar issue months earlier. This delayed response not only put me at unnecessary risk but also resulted in property damage to my kitchen, specifically the drywall, which required repair and additional expenses. I am filing this complaint to demand accountability from Vitamix for their negligence and inadequate response to a known safety issue. I expect Vitamix to acknowledge their failure to address this issue promptly, issue a formal apology, consider compensation for the property damage incurred, and ensure more responsible handling of such incidents in the future. Enclosed with this letter are copies of my original email dated April 27th, 2023, reporting the safety issue, as well as the recent recall notice email received on June 20, 2024

  

  Business response

  07/03/2024

  Thank you for contacting us, *** *******
  
  On June 20, 2024, in cooperation with the U.S. Consumer Product Safety Commission and Health Canada, Vitamix initiated a voluntary recall of all Ascent and Venturist Series 8-ounce Blending Bowls, 20-ounce Blending Cups, and Blade Bases, including those repaired as part of a previous recall in August 2018. 
  
  As part of this recall, we are offering consumers a free repair kit, which includes a protective plastic shroud to be attached to the blade base and additional instructional labels.
  
  To request the free repair kit, visit BlendingCupBowlRecall.expertinquiry.com at any time or call toll-free ************ between 8 a.m. and 8 p.m. ET (7 a.m. and 7 p.m. CT) Monday through Friday and 9 a.m. to 6 p.m. ET (8 a.m. to 5 p.m. CT) Saturday through Sunday.
  
  We apologize for any inconvenience this recall may have caused. We are committed to continually enhancing the quality and durability of our products. We hope that, by doing so, we can continue to exceed your blending expectations in the future.

  Customer response

  07/08/2024

  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.
  
  I am extremely dissatisfied with the response I received from Vitamix. The automated and generic response did not address the specific issues I raised, nor did it offer a satisfactory resolution.
  
  My complaint highlighted a significant safety issue where the base and cup of my Vitamix blender separated during normal use, exposing the spinning blade and causing substantial damage to my kitchen. Despite promptly notifying Vitamix, their response was dismissive and failed to acknowledge the potential danger posed by their product.
  
  Furthermore, months after my initial report, I received an email from Vitamix about a voluntary recall of the Ascent and Venturist Series 8-Ounce Blending Bowls, 20-Ounce Blending Cups, and Blade Bases. This recall, initiated in cooperation with the U.S. Consumer Product Safety Commission, confirms a serious safety flaw that I had already reported. It is deeply concerning that Vitamix only took action after a regulatory recall notice, despite being informed of a similar issue months earlier.
  
  Vitamix's response to my BBB complaint was inadequate. It did not acknowledge their failure to address the issue promptly, nor did it offer any compensation for the property damage incurred. Instead, I received a generic response about the recall and the availability of a free repair kit, which does not address my specific situation or the damage caused by their product.
  
  Given the severity of the incident and the inadequate response from Vitamix, I am requesting the following:
  
  A formal acknowledgment from Vitamix of their failure to address this issue promptly.
  A replacement for my damaged Vitamix blender to ensure my safety.
  Compensation for the property damage incurred, specifically the repair costs for the drywall in my kitchen.
  Assurance that Vitamix will handle such incidents more responsibly in the future.
  
  I believe these requests are reasonable given the circumstances and the potential danger posed by the faulty product. I look forward to a more satisfactory resolution to this matter.
  
  Regards,
  
  ******* ******
  
  
  
  
   

  Customer response

  07/18/2024

  invoice attached 

  

  Business response

  07/26/2024

  We are investigating this issue in more detail. We appreciate your patience, *** ******. Once our team has gleaned more information, we will follow up with you via your complaint. Thank you.

  

  Business response

  07/30/2024

  Vitamix diligently worked in cooperation with the U.S. Consumer Product Safety Commission and Health Canada to initiate a voluntary recall of all Ascent and Venturist Series 8-ounce Blending Bowls, 20-ounce Blending Cups, and Blade Bases, including those repaired as part of a previous recall in August 2018. As part of this recall, we are offering consumers a free repair kit, including a protective plastic shroud to be attached to the blade base and additional instructional labels.
  
  Again, to request the free repair kit, visit BlendingCupBowlRecall.expertinquiry.com at any time or call toll-free 855-215-5178 between 8 a.m. and 8 p.m. ET (7 a.m. and 7 p.m. CT) Monday through Friday and 9 a.m. to 6 p.m. ET (8 a.m. to 5 p.m. CT) Saturday through Sunday.
  
  Moreover, Vitamix was not notified of any property damage until the Bureau notified Vitamix of the customer’s complaint on June 21, 2024. Most recently, Vitamix received a quote showing a labor estimate.  In order for Vitamix to properly review the claimed property damage, Vitamix requests photographs, an invoice showing payment and work done, and additional details on what property was damaged and how the damage occurred.

  Customer response

  07/30/2024

  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.
  
  I have contacted an attorney and they agreed there is negligence from Vitamix. We will be closing the complaint here and seeking damages as Vitamix is refusing to help. I want all my cups replaced and the invoice paid for, and since Vitamix is unwilling to do so, I will be putting my time towards a  remedy through an attorney. 

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

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned my vitamix due to it being brand new and it was not working. I sent it in for repair and got it back still not working. I sent it back for a refund and they got the item on the 8th at 9:13 per ups tracking #******************. I called today and my item still has not been processed in or my refund been processed. I was told 3-5 from when they got my item. I just want my refund processed

  

  Business response

  05/28/2024

  Hello *** ********, 
  

  We appreciate your patience with this matter. As previously advised by our customer care champion, your machine was received, and our team processed and confirmed your refund on May 14, 2024. As mentioned, the card issuer can take 3-5 business days to apply the credit.

  Please let us know if you have yet to receive your credit or have any additional questions. Thank you.

  Customer response

  05/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ********
  
  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a refurbished blender from Vitamix that arrived in a package marked by the US Post office as damaged and unfortunately contained a damaged item. Have tried unsuccessfully to have Vitamix send me a label to return the faulty blended and replace it with a brand new (as opposed to a refurbished) blender. I was insulted when I was told that Vitamix couldn't do that as a straight across replacement! I had to then take another day to write another email to explain I wanted to pay the difference in cost. And now I am waiting on labels that were supposed to be sent yesterday, as well as a response to the email I sent requesting help.

  

  Business response

  04/11/2024

  *** ******,
  
  We appreciate your patience with this matter and your challenges in returning the damaged machine. Our Customer Service champions will contact you directly to resolve this issue and, hopefully, offer an appropriate resolution. Thank you for your business.

  Customer response

  04/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
   
  I am in contact with Vitamix and resolution has been reached.  Thank you very much for your time!

   

  Kind regards,
  
  ***** ******  
  

  
  

*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. ↩