Complain about a product or service

Krups

Carolyn of Chesterbrook, PA June 26, 2009

Krups Convection Toaster Oven Model 571509 purchased December 15, 2007 broke June 20, 2009 while baking a thin pizza @ 450 degrees for 10 minutes according to the Krups instruction manual. I was in the room and mid-cycle I heard a loud sizzle and the oven ceased to function. Fortunately no one was hurt nor was there a fire; we emailed Krups and was told it was no longer under warranty and at our expense we could ship it to an authorized Krups service tech for repairs (at our expense).

This toaster oven was purchased as a gift for 159.99 plus PA tax at Linens 'N Things (which has since closed due to bankruptcy); I purchased a toaster oven with the Krups name because I had associated Krups with high quality appliances - however after this costly short-lived experience I will never purchase a Krups product again and want other consumers to be aware that this is no longer a reliable brand.

The toaster oven sometimes had a plastic residue odor and smoke would sometimes appear from the oven during use; the owner manual states that this is normal and would disappear with use; it never really did (although it was intermittent); I regret now that I did not complain to Krups earlier; but since their limited one year warranty is so ambiguously worded this may have fallen on deaf ears anyway. I feel ripped off.

Perry of Oaklyn , NJ June 27, 2009

Our Krups 197 coffee maker carafe liner broke up while just sitting in the coffee maker. It had not even been touched for an hour. I Emailed Krups and they sent an automatic response that I would hear back within 48 hours. There has been no further response from Krups. I am throwing the coffee maker away and purchasing a different brand.

Christine of Little Neck, NY June 22, 2009

Bought Krups 6slice digital toaster oven based on excellent reviews on Macy's website. Manual states it is normal for steam to escape and that this will go away with use/time. Upon first use to broil meat, lots of steam coming up through closed door. Steam discolored and ruined the glass door which I haven't been able to clean. It's like a condensation stain inside the glass that won't go away. Also, lots of popping noises during use. I later read on other websites that a few people had their oven explode with the glass door breaking and flying glass. I have had other toaster ovens that never had steam escape from the door. The popping noises make me very nervous and I will be returning this item.

Ed of Holtsville, NY June 9, 2009

Was given a tea kettle model #FLF2-J1 as a gift. Went i got around to using it i filled it with water and turned it on and the smell of plastic was everywhere and upon tasting the water it tasted leki plastic. No mater how many times it was wash out etc the taste and smell never went away. The company refuses to take it back or change it for something not plastic even if i pay extra. So i am left with this poison pot.

Shirley of Wood Dale, IL March 25, 2007

I called 12/31/06 and complained that I had purchased a Krup Electric Juicer through the internet, and after a month it stopped working. I was told a response to my inquiry would be sent within 1 to 2 business days! Today is March 24, 2007.........and I am still waiting for a reply. I always thought KRUPS was a reputable name, now I see that is totally untrue. Your service SUCKS!!!!!!

Jim of Hoffman Estates, IL April 14, 2009

Krups XP1020 Steam Espresso, Espresso Coffee Maker I received the Krups Steam Espresso machine; model XP1020, for Christmas from my daughter and her husband. That is when this nightmare began. The first machine had a severe leak inside the unit that allowed pressurized steam to blast on your hands while steaming milk, and leaked water all over the counter, so we returned it to Bed Bath and Beyond for an exchange. This first machine made wonderful espresso using the same grounds I would use in my next machine.

The next machine worked great when I had it at home on our counter. The machine was however given to me to use in my Semi (I am an Over the Road truck driver). The second use in my truck was not without incident. On January 7th 2009 at approximately 12 noon, the machine exploded while brewing the espresso. It was almost finished brewing when it began hissing very loudly as it was building up pressure at the end of pumping the water through. I thought it was done and went by the coffee maker to get the espresso and the strainer basket blew a gasket and the coffee and grounds went all over the truck. Grounds flew on my hands and on my face. The coffee pot blew off the machine and the HOT coffee poured on my right foot, and down the legs of my pants.

After cleaning up the mess, I contacted KRUPS customer service. I explained in detail the aforementioned complaint, and the representative stated that because I was burned, they would need to file a claim, and send a pickup tag for the machine. I boxed up the machine and sent it to their address on the pickup tag. I waited a long time for the unit to be repaired, replaced, anythingI called to see what was taking so long with the repair, and why no one has contacted me. I was told (very rudely) by the representative, that I needed to fill out a questionnaire and send it in to them. I told her that I had nothing more to add to the statement that I gave to the representative on my initial call.

I waited for any word about the machine for months. Then on the 8th day of April 2009, a large box was delivered to my home front porch. Inside was the same Espresso machine I had sent in defective. They had returned it to me without correspondence of any kind. I opened the unit packaging and found the same dirty machine I had sent in. It was obvious they did not even test the product for a flaw; it was evident to me that unit was in the same condition as when I sent it in to the KRUPS Company, and it was covered with a light dust. They had also sent the owners manual back with several areas highlighted, as to how to operate the machine (this was very insulting). I had gone over all of this on the initial call to Customer service. The representative stated that it appeared as though I was operating the unit correctly. I decided to try the unit again, thinking why would they send me back a defective unit? It must be okay.

I went to a local coffeehouse and asked for coffee ground not as fine as espresso, for a countertop steam espresso machine. They ground the coffee coarser than espresso would be normally. I cleaned the unit up and ran clear water through it to clean the inside. The machine seemed to operate just fine. I followed the directions very carefully. I steamed my milk without incident, and then set the machine to brew the espresso. Everything was going fine until the end of the brewing cycle. The pot was full of the brewed coffee, and then the unit seemed to pressurize very quickly at the end of the brew cycle, as if the steam was to force the remaining water from the grounds, into the pot. The pressure appeared to build faster than it could come out through the basket of grounds. I heard the hissing and remembered this being the same thing that happened before. Such a large volume of pressure, it was impossible to vent it.

I stayed around the corner with my wife, and suddenly the gasket between the steam box, and the grounds basket BLEW UP! There was so much force that the pot of coffee blew right off the machine and smashed on the floor, and coffee grounds went EVERYWHERE, almost 20 feet in all directions away from the machine. I have photographs to document all the damage that I have mentioned in this statement. I have not contacted the manufacturer (KRUPS) again, as I feel I will only get the same runaround treatment I got before. I cannot believe the company is that carelessto send back a defective machine that they knew BLEW UP once before already and leave to chance another episode.

I am at a loss as to what recourse I have with the recklessness of this company, and their lack of concern for their customers safety. It has been months now since the unit was purchased (because the company examined it for nearly 2 and a half months, so I do not believe I can return it for a refund to the store where I have the gift receipt from. Can anyone give me some advice as to what my next steps might be? Should I contact an attorney, the Better Business Bureau, or the Attorney Generals office? Please, I am lost and feel very taken and abused by this manufacturer.

I am out the money from the purchase of the unit, I had to scrub and scour both of the areas where the explosion happened, and my 3 year old kitchen tile is permanently stained in the grout. Socks , and pants were ruined and discarded. The burns were mild and healed quickly. I do have digital photographs of the damage of both explosions.

Earl of Webster, MA April 4, 2009

Problem with Krups FBC2 Convection 6-slice Toaster Oven. In the 14th month of ownership, I have had a problem with the unit not shutting off after toasting bread. Luckily I was in the same room when I noticed that the toast was burning and smoke was coming out of the oven. The unit would not shut off when I pressed the stop button and the LCD screen was displaying gibberish. I had to unplug it from the wall. This seemed like a definite safety hazard. I noticed that there have been no specific recalls on this item, but other consumers have written about similar incidents in their consumer review feedback. I feel that this could have easily caused a fire had I not been in the same room at the time.

I have tried using this toaster again with close monitoring. Most of the time it worked fine, but I have had similar problems on occassion where I have had to pull the plug, because the toaster would not shut off at the end of cycle and the stop button did not stop the toaster. I have decided not to use this toaster any more, but I do have concerns that this could be a problem for others that could result in injury or even death.

Gerry of Pacifica, CA March 3, 2009

Had a Krups Blender from my credit card rewards less than a year ago. The unit is defective. I emailed the company three times and have gotten no response.

Can't blend

Gail of Bradenton, FL February 20, 2009

The Krups coffee maker thermal carafe exploded when it was sitting on the counter upside down, drying. This is the 2nd carafe to explode.

Michael of Victoria, BC February 6, 2009

Bought a 2070X Espresso Machine through Direct Buy. The pump didn't work so I took it to their local repair shop ABC. They figured parts would be in within 3-4 weeks. After 3 weeks, I kept calling ABC and no one picked up the phone. Finally went down to the shop 5 weeks later and they had no parts. Called Krup costumer service Oh, I think we sent the parts.......... Finally ABC gave me a new machine. Same problem. The pump doesn't work. Back and forth with Krups Customer Service and nothing. All I want is a refund and I'll stay away from Krups for the rest of my life. Their products are crap and their customer service is worse.

Still waiting for a response/refund after 4-5 months.

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