Here’s my account of dealing with NORPRO and AMAZON after having my stainless steel citrus juicer fail after less than a year of use. I assumed that I could contact the manufacturer and get a replacement under warranty. That’s when I found out that NORPRO offers NO WARRANTY whatsoever on all of their consumer products.
Finding that out took a fair amount of effort. Just finding a customer service department for the company took some google foo. Once I did, I fired off an e-mail through their support page requesting a replacement for my juicer. I received a reply from Janey Falter in Customer service who advised me of the following:
“Norpro’s policy is to have the consumer return the defective item to the store. Once the store calls us, we are set up to credit them immediately.”
I explained that I’d purchased the item from Amazon, not a brick-and-mortar store and that the return window for Amazon was long past. They did agree to provide a replacement, but made it clear this was an “exception” and not something they do regularly:
“Please understand that we are not set up to do this. We need you to return the item to us at Norpro along with your address, phone number and a brief description of the problem. When we received the item and it passes inspection, we will replace it to you.”
I replied asking what, if any, NORPRO offers by way of warranty for their products. At that point, Janey Falter ceased to reply to my e-mails, leaving me to assume the answer must be NONE. Reading other comments on 1-star reviews for the same juicer that I purchased, I saw a pattern of customers with a failed juicer and all sorts of difficulty in getting a replacement from NORPRO. That’s when I decided to write this “review” and post it so that those considering purchasing NORPRO products can take the lack of warranty into account when they do so.
I also asked Janey why NORPRO had no mechanisms in place for customer returns but she did not answer that question.
As a consumer, I absolutely take warranty and customer service into account when I make small or large purchases. I am a lifelong TARGUS customer for this reason (I once had a TARGUS notebook bag strap break and they OVERNIGHTED me a replacement strap) and it’s also the reason I bought a SUBARU last year.
In NORPRO’s defense, they did offer a replacement unit, but they made it sound like they were doing me a favor. That’s not the sort of company I want to do business with. Offer a real warranty, offer a legitimate RMA / return procedure, and stand behind your products.
Rather than deal with NORPRO I e-mailed Amazon’s excellent customer service representatives and they agreed to replace the unit for me and even shipped me a new one before I’d returned the old one. That’s how you do customer service.
I can honestly say that I’ll be avoiding NORPRO products in the future as a matter of course.
on August 23, 2013
Horrible...simply did not work. Unless the food was as already soft as mashed potatoes, it did not mill anything. I have already returned it, probably the worst product I have ever ordered or purchased for the kitchen. Really dissappointed.