UPDATE: The day I posted this (09/26) I received a call from the NutriBullet folks. I was told they were shipping me a replacement unit and I would receive it in “7-10 days”. Giving them the benefit of the doubt I counted only business days and even deducted a day for Columbus Day. Even with that I’m here at 11 business days and still no NutriBullet. Over 2 weeks since they called me and exactly ONE MONTH since it died and I first contacted them. Without a doubt some of the worst customer service I’ve experienced.
UPDATE 2: Well, I’d really hoped this update would be me saying I got my replacement NutriBullet. Ummm… no. I did get an email from them saying that it was shipped on 10/11 via USPS and that they suggest I wait 10-15 days for delivery. I replied asking them why they told me it was shipped on 09/26, no answer to that yet. I now officially hate everything my NutriBullet stands for. I’ll be pushing two months of a dead blender before I get my replacement, that is if they actually shipped it on the 11th.
FINAL UPDATE: Today is 10/17/12. After 21 emails, 4 phone calls and 5 weeks I received my replacement parts. I was told Friday they’d just shipped and replied backing asking them why they told me it shipped on the 26th. They replied today telling me they were sorry for the delay and hoped to ship it to me soon. Seems like it’s one huge train wreck over there. If this thing breaks again I’ll simply throw it away and never look at another NutriBullet again.
Around September 12th my NutriBullet sprung a leak. I didn’t overload it or misuse it in any way, I followed the same method I had every other morning to make a smoothie, or “NutriBlast” as they call them. Unfortunately as soon as I started the machine it began to leak, a lot. I immediately stopped the unit and attempted to clean out all the smoothie in the housing however it had leaked behind a thin plastic shield that I could not get to. I also noticed when I picked it up that smoothie was leaking out of the bottom of the machine and had formed a nice puddle on my kitchen counter. I immediately unplugged the unit and tried calling their customer service number. After working my way through a maze of automated prompts I was told, “Our call queue is currently full, please try your call again later.” I was busy the rest of the day and the next morning (Sept. 13) decided to send a request for replacement through their website. I received my first reply from NutriBullet Customer Service the following Monday, Sept. 17.
Here is the text of the email I received:
We are pleased to be of assistance with your request for a replacement Power Base. Now, where did it leak from? Did it leak from where you screw the cup on or from underneath the Blade? If you are getting leaking issues you may need your cup or blade replaced also. Please try different variations of cups and blades to determine if there is another part you need replaced. The NutriBullet is covered by a 1-year limited warranty from the date of purchase. If it does not operate to your satisfaction due to defective parts or workmanship, Homeland Housewares will repair or replace it for free (excluding shipping and handling).
Since the purchase was made within 30-days we will waive the shipping and handling fee and promptly ship a replacement(s) at no additional charge. Please confirms if the Base is all you need or another part as well. Also, please reply back with the barcode number underneath your Power Base.
Cool, looks like the issue has been resolved… or so I thought.
I don’t want to ramble on too much so I’ll give a summary of the exchange from there. At this point I tried the unit (I hadn’t tried it again since the leak) and it would not come on so I replied with details of what happened and told them I tried it with no luck. A couple days later I get a reply with a list of more questions, many that I’d already addressed in my first two messages. I replied again and waited, at this point it had taken a week to get this far. I received two more emails over the next week and the last one, two days ago, asked more questions and then told me I’d need to call and give them my credit card info to cover shipping – even though their FIRST email to me told me that cost would be waived. After a couple more emails they asked me to try the unit again, check tabs on the cups, seals on the blades, etc. I did and after hearing a crunching sound the unit started up, I assume this was breaking the crust of dried smoothie loose before it could be started. There was a burning smell as well. Even if the unit worked fine now there is food stuck in it as you can see in the pics below. There’s no way that can be sanitary. There’s also condensation in the motor housing after two weeks of not being used.
I figured to expedite things I’d try calling them again. This time the phone rang once then I got a busy signal. I tried a few more times with the same results and emailed them back. This time I told them that it was ridiculous this should take two weeks to resolve when I was told in the first email it would be replaced without cost, I have not heard back from them again. Today is two weeks since I first tried to reach them about this. I attempted to call again today and got the same ring then busy signal. Amazingly I did manage to eventually get through and waded through the swamp of automated prompts again. This time once I was in the queue I received a recorded message that said something to the effect of, “Due to extreme demand your hold time will be very substantial, we will hold your place in the queue and call you back.” I’m still waiting for the call back.
I think it’s absolutely ridiculous that a company that pushes sales so hard totally ignores the importance of customer service. It shows me what they think of me as a customer, now that they have the sell they could care less. The volley of emails actually seems like they are trying to delay or avoid replacing my NutriBullet. I guarantee there’s no shortage of shipments going out to new customers. I see ads for the NutriBullet everywhere online, I use a site called MyFitnessPal.com for calorie tracking and see their banner ads on there at least a few times a week.
I’ll update this once I see what the end result is or if there are any other developments worthy of mention. As of right now I would not recommend the NutriBullet based on their lack of service after the sell.