Complain about a product or service

Euro-Pro

Mary of Ventnor, NJ October 21, 2009

On Saturday October 17, 2009 I saw an info commercial on the Shark Portable Steam Cleaner. It looked like a good product. I called 800-860-8096 and ordered it. The price was 3 payments of 33 and no shipping costs. On Sunday October 18, 2009 I saw the same product at Target for 79.99. On Monday October 19 I called Euro-pro at 800-798-7398 to cancel my order. They told me it took 2 business days for them to process the order so I had to call back on Tuesday. On Tuesday, October 20 at about 3:30 PM I called again to cancel my order. They told me again that they had not received or processed my order and I would have to call back the following morning to cancel the order. At 9AM Wednesday October 21, I called the comapny to cancel my order. After being put on hold 2 times and waiting almost 20 minutes to speak to a customer service representative, I was told I couldn't cancel my order because it was shipped on October 20 and my credit card had been charged. They told me the only way I could cancel the order was to refuse to accept the package when it was delivered. Obviously they did everything they could to prevent me from cancelling my order so they could bill my credit card.

The 800-798-7398 number gave an email address to contact the company. I tried to email them with my complaint, but the email address was invalid. I was concerned that if I sent it back to the company that some how or other the company would never acknowledge it had received it and I would be stuck with a bill for a product I sent back. I see that is exactly what happened to someone who filed a complaint on this website. I believe this company is engaging in fraud with regard to its mail order practices. If you want the product, buy it in a store.

Leigh of Attleboro, MA August 26, 2009

We use the toaster/air convection oven a few times per day for chicken or frozen fries, today it didn't seem to be cooking so I extended the time an additional 10-12 minutes and within that time it began smoking internally, like a burning wire smell. Unplugged and not using as I believe it is fried.

Jon of Fort Worth, TX August 18, 2009

After seeing an infomercial, my wife impulse ordered a Shark vacuum via phone. Just a short time later, she realized she had far overpaid for the product. She called the same number that she used to place the order, but was told that she would have to wait two days until the order was in the system to cancel.

The following Monday, two days later, she called to cancel the order. After remaining on hold for an extended period of timn she was connected to a help desk in India who informed her that she would have to wait two business day to cancel the order and should therefore call back the following day.

On Tuesday she called to cancel the order and was told that the order had already been passed to shipping and could not be cancelled. She was informed that she would have to refuse the order when UPS came to deliver it. She informed them that we both work so that the order would be either placed on our door without signature or signed for by a neighbor - therefore negating our ability to reject the order at delivery. My wife tried to talk through the insanity of this situation with them (ie. Monday was too early but Tuesday was too late) but the drones they had manning the help desk phones in India just kept repeating the same canned answers over and over again. Amazingly at the end of the call, they even tried to upsell my wife with additional products. She was livid with this. I placed a followup call to India to try to get this straightened out.

I decided to go through the automated system and check the delivery status of the shipment. Amazing, I found that the order was currently on backorder. Amazing, the order on backorder cant be cancelled but we cant have a credit issued until they get the vacuum in stock, ship it and we return it. I called the India help desk to discuss this insanity with them, but condinued to get the same sort of drone answers my wife got.

I asked for a manager, but they refused to let me speak to anyone saying that they would only tell me the same thing. I kept demanding a phone number for their corporate offices or a phone number in the United States that I could call. After staying on the line for an extended period demanding this over and over again, they gave me a number for thier corporate office in Canada. I called that numer and it was a help desk number as well. Amazing, I found myself talking with nearly the same drones as I found in India.

Everyone understood my situation but no one could provide a rational explanation for how things immediately went from too early to too late to cancel the order nor could they do anything to help. Their droning canned lines over and over again only me more frustrated. Poorly feigned empathy is the worst! I demanded to speak to a supervisor and was informed that they were all supervisors. I kept asking to speak to the manager, lead supervisor or whoever was in charge. The lady just kept responding that they were all supervisors.

I finally said, "I will find a way to escalate this within the corporate offices outside of customer service, so please answer me one or the other - Connect me to a real manager or say that you refuse to do so - no double speak!" Everyt time she would start the double speak I would cut her off and restate my position. Finally she put me on hold for about five minutes to speak with someone above her. Then she came back to the phone and said that no one would speak with me now. I again reiterated that this mean that they refused to talk with me and that I would be reporting that to corporate. With that I told Margret that I wished that I could thank her for he help but that since she had provided no help I was unable to find anything she had done to be thankful for. With that, I hung up and was done talking with customer service departments.

I began searching the web for any number I could find. I found a number for the co-president of the company, but it was just another number that took me to the customer service phones in Canada. Finally I added the words "United States" to my search and found an office in Newton MA. The woman answering the phone asked in a polite manner if she could help me. I said that I certainly hoped she could and proceeded with my story. Bingo. She said that Tony H. was located in that office and that he was the VP of consumer servies.

However! Tony was not in the office today and I would have to leave a message. I left Tony a message today and plan to give him daily callbacks until I reach him and this situation is brought to rightful conclusion.

Barbara of Cheektowaga, NY April 14, 2009

Barbara of Cheektowaga NY (04/14/09)
In September 08 I bought a Euro-Pro Shark Vacuum from an infomercial for 108. They said you could try it for 30 days and return it if not satisfied for full refund. OK it was a cute little thing but it didn't pick up pet hair so I called them to tell them I was sending it back. They gave me a number to put on the outside of the package for return, which I did put on. I then sent it back UPS. I printed from the Internet the receipt that the package was received by R. Riga, Chico Californian on Sept. 29. Ok. Good.

Now in November I see that my credit card still has the 108 charge on it. I called the vacuum people back and they said they never received it. Well,I said, I have the receipt and it was received by R. Riga on 9/29. He hesitated and mumbled that the charge would be removed immediately. In December it was still there. I called the credit card company which started a dispute of the charge. I faxed the bank all my paperwork including the signed receipt. Well, In February the bank said the vacuum company was still saying they did not receive the package even though we have the name of the receiver! The bank said they would continue with the dispute. Well, now it's April and the 108 is again appearing on our bill.

I called today and demanded to know why that was. They told me I have to pay it because the company said they didn't receive it. So evidently receipts with signed proof means absolutely NOTHING! I told the bank person that I refuse to pay it and the she told me... then you will get a 35.late charge for every month you don't pay it and still have to pay the full amount of 108. So now we have to pay for something we don't even have-- I, then, called our local TV station that has call 4 action and the vacuum company hung up on her too.

Finally, I got my bank to eat the charges but it makes me mad that a company would blatantly cheat someone like that. I know for a fact that the company sells the returned vacs online as used for cheaper than the new ones. What a racket. I would advise anyone to only buy their product in a store that takes returns. But isn't this fraud? Why bother to pay the extra money to get a signed receipt if it means absolutely NOTHING.

Besides the emotional upset. I was in tears when the bank person told me in no uncertain terms I would pay for it. But the local tv person told me to go to my bank, ask for the branch manager and talk to him. He made sure the charges are removed from my card. However, it still doesn't make things right. Companies need to be made to be honest. Places like this where you can publically expose them is wonderful payback. I saved the signed receipt and scanned it if you want to see it.

Cindy of Manalapan, NJ March 2, 2009

Cindy of Manalapan NJ (03/02/09)
toaster oven turns on after you think it is off. this is a hugh fire problem. I left for the day and returned to find the oven had switched to (always on) product was very hot. the timer is broke. The product is only 6 months old

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