Gevalia - Would not replace broken item without charging me!

Gevalia free coffeemaker promotion - Complaint
Review by natasha.brodsky82 on 2012-07-06
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
On 6/28/2012 I made an order based on the "Buy 4 coffees, get a coffeemaker free" promotion. Everything went through smoothly and order arrived on 7/3/2012. The coffee pot was broken so I called customer service, as directed, and asked to have a new one shipped to me. The representative proceeded to tell me that I had to pay $60 for a new one to be shipped to me but because my order would be over $50 they would be able to extend free shipping to me. Once I received the product, they would then refund my money. Why do I have to pay for a new item that was originally sent to me on a promotion and hope that they will refund me my money. From what I've read Gevalia has a real problem with not refunding monies to people when due. I asked if I could return the broken item and have a new one shipped to me. He said no that I had to buy one and it wasn't their fault that it was broken?!?! Sounds like a big scam to me. I am infuriated at these unethical practices. DO NOT BUY FROM GEVALIA! They do not back up their products with free returns or refunds.
Comments:2 Replies - Latest reply on 2012-07-06
Posted by frak on 2012-07-06:
Sounds fishy to me. Free promotion or not, you are owed a non-broken pot. Why should you have to jump through ANY of these crazy hoops - pay for a pot and have it reimbursed at their convenience? Gevalia, just send your customer a danged unbroken pot, as you agreed to do in the solicitation.

Bad form, Gevalia. Your customers should not be treated so poorly.
Posted by T on 2012-07-06:
There should be two options of your choice - ship the broken one back and get a new one (with no cost of shipping to you), or pay for a new one and then be credited once the broken one is received and examined.

That is what a decent company would do. I would ask to return the whole kit and kaboodle for a full refund and show these jokers the door.

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