IRoast2 40011 5-2/7-Ounce Coffee-Bean Roaster, Black
by IBC - Hearthware, INC
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List Price: Category: Kitchen See more product details |
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Kitchen and Housewares Reviews of IRoast2 40011 5-2/7-Ounce Coffee-Bean Roaster, Black
Customer Review: Shoddy Customer Service
Summary: 1 Stars
I had this unit only a short time when I dropped and busted some parts. I ordered replacements from the manufacturer.
They sent two of the three parts that I ordered and that is when I fell into phone support h*ll. After waiting 45 minutes on hold I finally got to speak to a person who promptly hung up on me. I called back, waited another 45 minutes and explained that they failed to send one of the parts, in attempting to place me on hold, they hung up on me again.
Call again, wait another 45 minutes, tell them I am returning the stuff, which I did. Six weeks later still no refund, so I call again, wait another 45 minutes, get assurance that it will be done "today". Later I note that I only received a partial refund, call again, wait another 45 minutes only to be told "too bad, take it up with your credit card company." Filed a report with the BBB and received full refund after another 6 weeks of haggling. I can not recommend this product. The Chicago BBB site lists dozens of unresolved complaints, this was not an isolated issue, it is their way of doing business.
Customer Review: Problems with customer service/repair departments
Summary: 1 Stars
I had a previous model of the iRoast and was happy with it, but after 6 years, it finally quit roasting. I bought the i-Roast2 roaster from Amazon in April. It worked very well until September, when I started having problems reading the numbers on the screen (time remaining to roast). Numbers were only visible from an angle, not directly facing the screen. I sent at least three e-mails requesting directions for obtaining an RMA (Return Merchandise Authorization) number. I finally received a reply by sending an e-mail to Janet in the customer service department, who forwarded a message to Maria. Her reply gave me instructions for sending the information and a fax number to use. The fax machine at the number given does not answer. Attempts to call always give the message that I am number 24 in line. This number does not seem to change. Bottom line: The coffee roaster is a good one, but instructions for use are not user-friendly, and service from the so-called service department is completely lacking. You might want to try an alternate brand.Customer Review: Utter piece of junk
Summary: 1 Stars
I had a Fresh Roast for several years but decided it was time to "upgrade." The iRoast arrived and promptly broke during the first roast. The plastic cracked just beneath the handle making it unable to lock in place. Instead of sending an entirely new unit I was sent just the top roast chamber. Although it has not broken (yet) the top portion that screws onto the roast chamber does not fit quite right. It is already cracking off chips around the edge and currently it's a struggle just to screw it in place. In addition, the unit is so loud (it's not referred to as the "iRoar" for nothin') that it's almost impossible to hear the second crack, which is fairly important when you're trying to dial in profiles. All in all, it's been a complete disappointment so far.Customer Review: Worst after sales service ever
Summary: 1 Stars
I bought this product - and had some issues with how it worked (the main roasting pot was also slightly chipped and cracked, and I wanted to find a local distributor where I could exchange the product immediately). In order to get some answers I:
1/ Emailed the suggested contact on the iRoast website
2/ Emailed every other email address at iRoast I could find
3/ Posted several questions on their FAQ part of the site
All this, and no response. I have subsequently figured things out, but cannot understand why a company that have a good product cannot offer decent after sales service. It is as if they are all on holiday and relying on suckers like me to keep buying their product.
Customer Review: BUYER BEWARE
Summary: 1 Stars
LONGEVITY- glass top broken within 1 year, roaster dead in 1 1/2 years
QUALITY CONTROL- Had to purchase an entirely new roaster. First one arrived smoking with no air moving. Weeks to get another one. This one also burns coffee beans.
CUSTOMER SERVICE: Non-existent. Much of the time you get a circuit busy on the phone; if you get through at all, there are usually 40 calls ahead of you. Messages are not returned. Neither are faxes.
Home roasted coffee beans are fantastic, but this machine and this company are horrendous. Check recent reviews to confirm my comments re customer service. DO NOT DEAL WITH HEARTHWARE!