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Customer Service
Posted by on
Rating: 5/51
NEW JERSEY -- First coffee maker sent back with issues and they sent me a new one. The second one they sent me is broken now and they won't send me a new one. Customer service said I have to pay for repairs. The second coffee maker did the same exact thing the first one did. Don't heat and don't brew. I spent a nice amount on this and now I'm stuck with a broken coffeemaker.
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onlooker on 06/23/2012:
write up the multiple failures on CPSC site - or check to see that your house/wiring/usage is not causing the failures. Like too aggressive when washing, leaving it on heat when empty...the pots could both be bad, or maybe how you are using the pots are causing the problem. And that could make Customer Service less flexible. Good luck - but keep pushing the problem, send customer service photos etc. Keep pushing them
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Poor Customer Relations And Service
Posted by on
I bought the coffee machine it worked for 2 months. Called customer service had ton send to repair service at my expense and for a total of 5 weeks. The machine returned worked for two weeks. called customer service to request my money back they informed me that the most they would do is pay for shipping back for repair again a couple of weeks turn over. Asked to talk to a supervisor which really would not assist me in resolving my issue. I asked to speak with his superior he obviously did not inform her for I have received no contact from Krups. I strongly advise all not the buy their products for the will not stand behind their product even though its under warranty and this is the 2Nd time this is going for repair
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Venice09 on 08/10/2010:
Is this one of those expensive coffee machines? When my moderately priced Hamilton Beach coffee maker stopped working, they promptly sent me a new one, no questions asked. If Krups couldn't repair it on the first try, I think they should send you a new one. However, you might want to read the warranty to see what the requirements are for a replacement.
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Shipping Overcharge
Posted on
PEORIA, ILLINOIS -- I recently ordered NaturActive Filters for my Krups Coffee Maker through, an authorized Krups dealer. That company is also known as Satisfusion.

That company charged me $4.25 for shipping & handling, yet the product arrived via regular mail in a manila envelope with $.80 postage.'s postage meter number is 535269; the product originated from Peoria,Illinois.

When I ordered the product, it was indicated it would be shipped via UPS Ground - I found the $4.25 shipping charge acceptable given the mode of transport. However, I do not now accept the charge since the product was sent by regular mail at a cost of $.80.

I spoke with a Supervisor of the company concerning the $3.45 overcharge for shipping, to no avail. He advised the extra $3.45 was to cover their 'manpower' and the $.15 envelope. He advised the cost of the product to the consumer does not incorporate a markup to cover manpower and other business expenses -- we both know no business runs that way.

I demand a refund of the blatant overcharge or shipping.

Thank you.

To help keep me as a potential future customer, I would like the following:

Refund of shipping overcharge

At the very least I would like a response from your company regarding this incident. Thank you for your time.
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Anonymous on 02/07/2002:
Well, I read this and went to their site to see for myself. They do indeed charge a base shipping and handling charge of $4.25 for all orders under $9.99, but nowhere do they indicate that for this price they will ship via UPS ground. The only indication that I can see that they ship UPS is for rush orders. I don't see any dishonesty here, on the part of the merchant.
Anonymous on 02/07/2002:
Did you not know that it is standard practice for mail-order companies to charge a "handling" fee?
Anytime you order something shipped to your house, there is a "handling" fee. And I believe that, by law, they cannot build the "handling" fee into the cost of the item; they must list it separately.

And did you really think that you would get something shipped to your house UPS Ground for only $4.25? The cheapest UPS Ground rate for a 1 lb. package is $3.23, and that is if it is shipped from and to the same "zone". If it is between zones, it ranges from $3.35 to $4.00.
Doesn't leave much for that "handling" fee.
Anonymous on 03/08/2002:
I work for Satisfusion as a customer service representative and I deal with this on a regular basis. The reason why we charge 4.25 is because we have to go through all of the paperwork plus run and charge your credit card, plus make sure that we have the item in stock which means we have to pay our warehouse people to make sure that you get the best quality from us. Then we have to make sure that it is getting shipped to the correct address plus make sure that your credit cards are not fraudulent so we don't get jipped out of money. All of that per customer. Now we need to get paid as well as the rest of you. That money goes towards our hard work and labor. We need to get paid as well..
Anonymous on 09/12/2003:
$4.25 is for shipping and handling. 80 cents for shipping, 15 cents for envelope, and $3.30 is for HANDLING. You were not overcharged so shut up.
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