350 CLAIMED LOSSES
3 TOTAL REVIEWS
1 ISSUE RESOLVED
2 bad dehydrators
where is the support for a customer needing parts? Warranty? Help? I have been trying to get help from them for about 8 months off and on now.
Vernon, British Columbia
I rated the company not the product
I ordered the dehydrator and realized after watching some videos that it wasnt what I expected and wouldn't work for our needs...within 2 hours I canceled the order...or at least I thought I had...so here's why this company is a one-star...product may be great but the company is horrible...I tried to use the online BOT-customer service and it stopped working after I canceled...I thought that was interesting but things really got weird quickly after that...my account quit working...you need to login to correspond and it was disabled by the company near as I can tell...so no way to contact them.. then I found phone numbers online (they dont post them) and they were disconnected...4 times I tried to cancel and when I tired to login again is when I discovered the account closed...I tried to open. new account and I was blocked...later I did contact someone and they said they would cancel it...it shipped a few hours later and even the carrier didnt cancel the order when I contacted UPS...so I used the customerservice@***r .com link on the bottom of the excalibur webpage and in seconds you get the notification it is no longer functioning...imagine if I was trying to get service or the unit repaired...so, no online help, no phone numbers, no customer service link, login deleted, blocked from a new account...get the picture...I had to stop my bank account and get a new debit card and that has been a 2 day process updating all my automation billings for the house...this is a horrible company...I did get them to finally contact me and they promised to refund (moot point now as the card is deactivated) and take it back including paying shipping...I bought a different unit through Amazon Prime where I at least get support... User's recommendation: just be cautious...this is some shady business...
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Resolved: Broken dehydrator, can't get them to send replacement part.
Update by user Apr 04, 2022
Company fixed the issue and I have been provided with product replacement. Someone from customer service called me, and after reviewing my request and confirming the product was under warranty, they shipped me a new dehydrator. Thanks so much, without your help I would probably still be waiting..
Original review posted by user Mar 05, 2022I reported my dehydrator is only blowing cold air on 1/27. A week later they asked for proof of purchase and serial number. Another week later they told me I am still covered for the 10 year warranty, and someone would call me to get my credit card number to pay for them to ship me a thermostat. No call yet (I am willing to pay for the shipping, even though it is covered under warranty and they should pay for that), but here I am, 10 weeks later, without a working dehydrator. I used to recommend Excalibur to all my family and friends, but I never will again.
User's recommendation: Don't trust them any more, their customer service is non-existent.
- Great when it works
- It is blowing only cold air
Deliver product or service ordered
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