Mark G.

This experience was extremely disappointing, and I believe I was deceived. Just over one week ago we broke the 14 cup carafe for our Cuisinart coffeemaker. The physical retailers do not stock that size part so I went to the Cuisinart.com website to purchase a replacement. What Cuisinart never told me was that they would not handle my order even though the entire transaction took place on the Cuisinart.com website. I printed out the order confirmation at the end of the process and it has a Cuisinart.com web address, and during the entire process it never mentions the independent separate store CuisinartWebstore.com.
Nevertheless, the next day I received an email from CuisinartWebstore.com confirming my order and informing me that I would receive an email when my item shipped. I expected it to ship that day because it was not listed as back ordered. I also did not pay attention to the Cuisinart Webstore name at that time as I wrongly assumed that it was just the name of the Cuisinart.com webstore.

It was 3 days later when the item still had not shipped and I started looking for contact information that I first realized that my order had been shunted off to a third-party. Now I can accept that if I am properly advised, and if the third-party site can handle the order but in this instance neither happened.

Now here is the thing about having a broken carafe. It is essentially the same as not having a coffee maker, because any possible temporary alternative will not properly depress the lever that lets the coffee drip out into the carafe and that keeps coffee in if you pour that first cup while the machine I still brewing. So speed is of some importance. If I knew the item was back ordered I would have checked other retailers who carry it, such as Amazon, and I would have a carafe by now. Instead both Cuisinart and Cuisinart Webstore combined to deceive me into placing an order on a back ordered item.

So Friday morning I email Cuisinart Webstore because they do not provide a phone number. I express my disappointment and ask if the order can be cancelled so I can place the order elsewhere that will be more timely. I do not receive an answer until after close of business Friday evening The response ignored my inquiry about cancellation and simply states matter of faculty that the item was back ordered but now is soon in stock and my "order is scheduled to ship within the next 24-48 hours." Which is interesting, because the next 48 hours were weekend hours and she did not specify 1-2 business days. She actually wrote this at 5:14 pm on a Friday. Not surprisingly, iIt is now Monday morning, more than 60 hours since I was told my item would ship in 24-48 hours and I have received no email informing me that my item has shipped. It is now also one week since I ordered an item from Cuisinart.com that was not listed as back ordered and it has not shipped. Cuisinart.com has not answered the email I sent to them on Friday.

I have since gone back through the Cuisinart.com ordering process with close attention and confirmed that it does not provide the information that the order will be handled by an independent retailer.

I hold both Cuisinart.com and CuisinartWebstore.com equally responsible for this deception. Cuisinart is directly responsible for failing to advise me that the item was back ordered and for failing to tell me they would give my oder, and my personal information, to a third-party. CuisinartWebstore is responsible for doing business on this basis. They must know that Cuisinart sends them orders for fulfillment without properly notifying customers.

This experience was extremely disappointing, and I believe I was deceived. Just over one week ago we broke the 14 cup carafe for our Cuisinart coffeemaker. The physical retailers do not stock that size part so I went to the Cuisinart.com website to purchase a replacement. What Cuisinart never told me was that they would not handle my order even though the entire transaction took place on the Cuisinart.com website. I printed out the order confirmation at the end of the process and it has a Cuisinart.com web address, and during the entire process it never mentions the independent separate store CuisinartWebstore.com.
Nevertheless, the next day I received an email from CuisinartWebstore.com confirming my order and informing me that I would receive an email when my item shipped. I expected it to ship that day because it was not listed as back ordered. I also did not pay attention to the Cuisinart Webstore name at that time as I wrongly assumed that it was just the name of the Cuisinart.com webstore.

It was 3 days later when the item still had not shipped and I started looking for contact information that I first realized that my order had been shunted off to a third-party. Now I can accept that if I am properly advised, and if the third-party site can handle the order but in this instance neither happened.

Now here is the thing about having a broken carafe. It is essentially the same as not having a coffee maker, because any possible temporary alternative will not properly depress the lever that lets the coffee drip out into the carafe and that keeps coffee in if you pour that first cup while the machine I still brewing. So speed is of some importance. If I knew the item was back ordered I would have checked other retailers who carry it, such as Amazon, and I would have a carafe by now. Instead both Cuisinart and Cuisinart Webstore combined to deceive me into placing an order on a back ordered item.

So Friday morning I email Cuisinart Webstore because they do not provide a phone number. I express my disappointment and ask if the order can be cancelled so I can place the order elsewhere that will be more timely. I do not receive an answer until after close of business Friday evening The response ignored my inquiry about cancellation and simply states matter of faculty that the item was back ordered but now is soon in stock and my "order is scheduled to ship within the next 24-48 hours." Which is interesting, because the next 48 hours were weekend hours and she did not specify 1-2 business days. She actually wrote this at 5:14 pm on a Friday. Not surprisingly, iIt is now Monday morning, more than 60 hours since I was told my item would ship in 24-48 hours and I have received no email informing me that my item has shipped. It is now also one week since I ordered an item from Cuisinart.com that was not listed as back ordered and it has not shipped. Cuisinart.com has not answered the email I sent to them on Friday.

I have since gone back through the Cuisinart.com ordering process with close attention and confirmed that it does not provide the information that the order will be handled by an independent retailer.

I hold both Cuisinart.com and CuisinartWebstore.com equally responsible for this deception. Cuisinart is directly responsible for failing to advise me that the item was back ordered and for failing to tell me they would give my oder, and my personal information, to a third-party. CuisinartWebstore is responsible for doing business on this basis. They must know that Cuisinart sends them orders for fulfillment without properly notifying customers.