ComplaintsforElectric Cuisine LLC

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Please review the order received; Akaline Spaghetti Electric Lasagna Alkaline Enchilada Casserole One dessert (complimentary) I was supposed to receive with each meal a dessert; Akaline Spaghetti and dessert was supposed to be included but it wasn't according to text Electric Lasagna dessert was supposed to be included but not received according to text Alkaline Enchilada Casserole dessert was supposed to be included but not received according to text I received order on Wednesday December 22, 2021. I advise merchant I did not receive complete order that included dessert. Electric cuisine merchant informed me the dessert was complimentary per order, not per pan (dish) (see attachment) I informed her again I was missing dessert and it was not complimentary but noted included on both advertisement and receipt. (See attached) Brian B****

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/01/23) */ CUSTOMER PLACED (1) ORDER AND SELECTED (3) MENU ITEMS, (1) DESSERT WAS INCLUDED WITH THE (1) ORDER PLACED AS ADVERTISED ON OUR FLYER. CUSTOMER RECEIVED ALL (3) ITEMS ORDERED AND (1) DESSERT THAT WAS INCLUDED PER ORDER. IT WAS COMMUNICATED TO CUSTOMER THAT (1) DESSERT WAS INCLUDED PER ORDER AND NOT BASED ON HOW MANY ITEMS ORDERED IN THAT (1) ORDER. THIS WAS EXPLAINED TO CUSTOMER WHEN THEY COMMUNICATED THAT FAMILY WAS UPSET THAT THEY DID NOT RECEIVE MORE THAN (1) DESSERT WITH MEALS. THERE WAS NO MISSING DESSERTS WITH ORDER, ONLY (1) DESSERT WAS INCLUDED PER ORDER AND CUSTOMER DID RECEIVE THAT (1) DESSERT. WE DID NOT CHARGE CUSTOMER FOR THE (1) DESSERT AS IT WAS INCLUDED IN THE ORDER. CUSTOMER PAID ONLY FOR THE (3) MENU ITEMS SELECTED. WE FULFILLED THE ORDER AND PROCESSED IT ACCORDINGLY. Consumer Response /* (3000, 7, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a receipt saying I should receive a dessert with each pan ordered. Bussiness was very unprofessional causing me to purchase an order that was not complete. Owner has been very unprofessional with her her responses. Don't promise something and not deliver. Business Response /* (4000, 9, 2022/01/27) */ We value our customers and would like to resolve this matter. We have reviewed the receipt that was sent out from our business to customer, and we would like to offer a full apology on our end. We would also like to grant the customer with the desired resolution of a refund of order. Again, we offer our sincere apologies to Mr. Black regarding this matter. Consumer Response /* (4200, 11, 2022/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received a resolution by way of any refund or dessert of any kind. Also I have shown the owner this was not complimentary but stated included, as the advertisement and receipt shows. This has definitely been false advertisement. I have not been satisfied since the dessert was originally requested. Except received a response as if I was not aware of what I ordered and did not show any proof. And to now receive an apology since I got the bbb involved with a complaint was long overdue. I initially spoke very highly of this service until this incident but to be treated unprofessionally as such has been unbelievable! Consumer Response /* (3000, 18, 2022/02/11) */ Consumer contacted BBB and indicated they had not yet received a refund, as promised by the business. Business Response /* (4000, 20, 2022/02/11) */ We have attempted to reach consumer by phone on today February 11, 2022 @ 1451 to explain that the funds were taken from us on January 2, 2022, in the amount of $270.65. After further review from our payment system, it states that the dispute outcome is determined exclusively by the bank. On average, banks take 2-3 month after evidence has been submitted to determine the outcome of a dispute. We suggest that the consumer reach back out to their bank with documentation from BBB that states we are indeed in agreement with customer receiving a full refund of monies in the amount of $270.65. Consumer Response /* (2000, 22, 2022/02/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Me and owner spoke about refund. We agreed that owner would reach out to her bank. I spoke with my dispute team at my bank that stated she should reach out to her bank. Overall we agreed owner would see what her bank states and either refund it herself or see what they inform her on refunding my order so we can close this case. Owner indicated I would receive my funds and I'm satisfied.

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