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Review 5/13/2011
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I am writing about the Bullet Express Trio Meal Machine. I purchased a "Trio" at BJ's Warehouse in January 2011. After periodic use the meal mixer cover broke April 2011. I contacted Bullet Express Customer Service (BECS) and explained situation. BECS required that I send it a copy of my BJ's receipt and other information about the unit in my possession. Following that BECS wrote back said it would replace the meal mixer cover and instructed me to contact BECS. I contacted BECS and representative told me that I would have to pay $4.99 S&H to get new cover. I provided my payment information and waited. After about two weeks, May 2011, I contacted BECS and learned that the cover was no longer available. BECS informed me that I would have to return the entire Trio unit and pay for the shipping. BECS thought shipping would be in the $30.00 range. Needless to say I was unhappy with that prospect, but went ahead to prepare unit for return. On May 13th I went to local UPS store and found out that shipping and packing unit would be $72.00 vice $30.00. I called BECS and asked for an alternate solution. BECS operator and first-line supervisor could not offer any other solution. I asked if BECS could send me new unit and I would return defective item/unit and that was rejected. I asked to speak with a 2nd-line supervisor, who finally offered to send me a FedEx return shipping label to return defective item/unit, but I would have to pay $14.99 return shipping for new unit. The entire process from first contact to last contact took almost two hours of my time. I add that BECS said that Bullet Express changed manufacturers and that was reason new cover could not be sent and necessitated the return of the entire defective item/unit.
I believe that BECS should have offered to send a return shipping label from the beginning rather than have me jump through "hoops". I might have had a better feeling for the Bullet Express LLC.
I've written BJ's customer care to alert it to the problem and suggested it reconsider carrying the Bullet Express product line. I will never purchase another Bullet Express product and suggest that anyone thinking about purchasing the product think twice.
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