Complaint Review: Tristar Products Inc - Internet

I purchased a Montel Williams Living Well Health Master Elite Pro in January 2012. I paid extra for the Professional one that was advertised to fit under a standard kitchen cabinet. I also purchased the 3 year warranty. I waited for over a month to receive my product, which arrived in February. The first issue I had was that the one I bought, which was advertised to fit under a standard cabinet, did not. I asked my husband if our cabinets were standard (He is a contractor) and he said yes. So I called customer service and got a very impolite woman who said "What do you want me to do about it?" I told her I would not have purchased the more expensive one if I knew it would not fit. I only upgraded as I have no open counter and needed it to fit under the cabinet. She again said "What do you want me to do about it?" And she was not saying this nicely, it was nasty. I told her I wanted a refund of the portion of the price that I spend on a product that did not live up to its advertisement! After some time of arguing with me, she finally gave me a refund of the extra cost. Of course, as it is with this company, this is always a long distance call for YOU, the customer. I did get my refund on my CC after several weeks later of course.

Several months after this (about 5) I noticed I had a black grease spraying on the underside of the top container near the bearing that turns the blades. I thought maybe this was normal. I finally said something to my husband several months later and he looked and said "that should not be doing that". So I called customer service again. This time I got a very nice man who said it had to be coming from the base and that was covered under warranty. He said they would send me a new base and I did not need to send the old one in. However, I did have to pay $29.99 for shipping. I gave him my CC # and finally got the new base a month later. I can't believe how long this company takes to ship something!

When I finally got this new base I was so excited to have my HealthMaster back! I took it out and set it up and used it. It blew fine black soot from the base all over my kitchen counter and kitchen!! It smelled horrible and was a huge mess (soot does not clean up easily!). I was so bummed. When I looked at the bottom of the top container, the soot had BURNED into the base of the container and the bearing that turns the blades was totally locked up. Now the whole thing was junk!

I called customer service again. Of course everytime you call it is long-distance and you are on hold forever. So it usually takes several times before I can wait long enough to get someone. The day I finally got through I got a foreign person (Indian) and could hardly understand him. As I explained my issue, he said the base is under warranty so he could send me a new one for $29.99 in shipping!! I said no way. I am not paying any more for this thing and that now I needed a whole new unit! He said they could not replace my top, as it is not covered under the warranty, only the base. He said he could sell me a new top for a reduced amount!! I said NO WAY. I spent 40 minutes on the phone with him, being put on hold many times, and I asked for a supervisor many times. He kept saying there were no supervisors and I could only deal with him. I am a CEO and know this is never true. I told him so and asked him to please get me a supervisor. He then said he is not allowed to give me a supervisors # and none were available. I asked if they could call me back when they were available and he said they are not allowed to call anyone back. I kept trying to get him to give me a next step for an unhappy customer, but he kept insisting there was none. After being put on hold again (clearly he was talking to someone) he said he could give me a free base (no shipping) and a new top for $34.99 in shipping. He said I could box up the old one, ship it to them (at my cost of course) and include a check for $34.99 and then they would send me a new one. I said no way. He put me on hold AGAIN, and then said I could call back tomorrow morning and ask for a supervisor. I felt a little bad for the guy, I could tell he wanted to help but was being told no. I told him to send me my free base. He said he would. I still have not gotten an email confirming a new base has been ordered for me (I got one right away last time).

I looked up the corporate info and found, lo and behold, a Customer Service Manager # on the site. Hmmm. He couldn't give me that? I called and have now left three messages with a nice sounding "Rosa" on voicemail who has never called me back. I am beginning to think "Rosa" does not even exist. So, I am turning to other methods. I just want a replacement unit so I can go back to making my shakes! It is like you just can't get past the "customer service" wall!!!!

I do NOT recommend you buy one of these. Go to Wal Mart and get a top line blender for a fraction of the cost and you would be better off!