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LushSydney, NSW
- 3 reviews
- Verified customer
I'm still not sure!
I wish I could review the Optimum 600M which I ordered in the 2nd week of March. Unfortunately it still has not been delivered. Customer support have stayed in touch with regular emails saying things like "Great news! Your order is on its way to Melbourne!!!" or "Unfortunately our manufacturer has delivered the wrong colour. If you can wait another month we can deliver the colour you ordered. Alternatively we can deliver in the wrong colour" This delivery service is woeful. 10 years ago we might not have thought twice but with Amazon and other suppliers able to deliver next day, this really is not good enough.
1 comment
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Emma BRichmond-Tweed, NSW
- 6 reviews
- 5 likes
- Verified customer
FROOTHIE Would I shop with them again. NO.
They might be cheaper than most but is the time it takes to wait and follow up on your order worth it. No.
I believe the company runs on taking your money to float their cashflow.
They are neither transparent nor trustful.
It is common practice for online shopping to say preorder this product, shipment date is: xx
18 March - I purchased a 600M Slow press juicer
21 March - I email Froothie requesting a shipping date and was told "Our supplier is finishing manufacturing on this unit on the 24th of March, and the stock would be dispatched on 29th March- delivery to you would be by the end of the following week."...Read more
22 March - Froothie emailed to see if I wanted an upgrade or to stay with my existing product. NB: Do not try to up sell an already aggravated customer. 28 March - Froothie emailed "We ordered a majority of stock in silver and one third of the units in black. The supplier has just informed us that the majority of the shipment is coming in black with a small amount in silver." Firstly do not blame your supplier - that is your business relationship and you manage that - your customers shouldn't have know about those behind the scenes - your customer's relationship is with you not your supplier. I contacted Customer Service on Facebook - polite and helpful, but that is one individual and obviously not the culture of the business if you read other reviews. They offered me a $40 discount to wait for the silver, have a black one posted early next week or a full refund on purchase. You can't see reviews on the Facebook page and I expect that is because there are a number of disappointed customers.5 comments
Athena Solutions Pty LtdFroothie
Hey Emma, so sorry to hear about your experience :-(
I can assure you such shipment delays are an anomaly, with tens of thousands of clients across Australia over the past decade, we strive on offeri... Read more
ng prompt delivery to all our customers. But we did fail you and many previous Optimum 600M orders. As the founder of the company I take full responsibility and will not blame the supplier, no matter what the reason. The 600M has been by far our best-selling juicer to date and we were simply unprepared logistically, 3 shipments have sold out in advance and this resulted in many upset customers. The positive news is that the latest shipment has landed in Australia and all orders will be promptly dispatched ASAP!Thank you for your note and personal call.
Appreciated.
I am still waiting on my juicer.
I've sent another two messages.
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KeepprivateMetropolitan Adelaide, SA
- 13 reviews
- 16 likes
Optimum Froothie Blender - Expensive rubbish
I've had problems with this blender on and off for months now. The motor is smoking and everything that I've made in it tastes like motor oil. I had an extended warranty but when I told them what was happening I was told to take photos from four different angles and video it and send it to them. They also asked what I'd been blending! (Smoothies!) According to their advertising video it can grind rocks!!! I really don't have time for this so I bought a very powerful and very inexpensive blender from a large online store. It works much better than the Froothie ever did. Don't believe the hype about these blenders. The one I bought online is practically identical and only $95.
2 comments
Athena Solutions Pty LtdFroothie
Hi,
I am very excited you chose Froothie and Optimum and happy to have received your positive feedback. So here is a great big Thank you from the Froothie family, we are glad to have you be a part of ... Read more
Well it's not positive any more!!!
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SkyfuryPerth, WA
- Verified customer
Beware
Exactly the same as Jib below. I have had mine on order since middle of December. I was told 2 weeks after purchasing the item is out of stock and to expect early Jan. To which I followed up with and was told to expect end of Jan. They also offered me another product at a reduced rate straight away at a reduced price to which I accepted.
February now and I have paid and not received anything. Recently I was sent an email from Froothie CEO telling me the delay is not due to stock but;
“we have decided to make a change to the product for a b...Read more
1 comment
Athena Solutions Pty LtdFroothie
Hey Skyfury, not much to say, we messed up with this recent shipment as demand for the 600M has been significantly higher than any other juicer we have sold in the last 5 years in Australia (and even ... Read more
Europe is selling out fast). This is followed by an upgrade to the juicer with the additional accessory as per our email. I am really sorry you had such delays… this is completely against our ethos of CUSTOMERS FIRST. Even though the product is well worth the wait, you should not have to wait this long! Please email me your order number to francois@froothie.com.au and I will attend to the refund ASAP :-)Similar opinion? Write a review on ProductReview.com.au!
JibBrisbane
Juicer not received - company advised 3 month delay.
Ordered the Optimum 600 Cold Pressed Juicer on the 1 January. The website advised shipping on 3-5 days. It had not arrived after 2 weeks so I rang the company to be told that they hadn't even received the juicers yet and they wouldnt be in stock until the end of January. They were not planning on telling us this if we hadn't called. We emailed after another week asking if they had any of the colours in stock and we received a reply that they are improving the product and it won't be delivered until March!! Again we were only told this after we ...Read more
contacted Froothie. As compensation they have offered us some dodgy ab flexing machine which also doesn't arrive until our juicer does. We are really unhappy with the level of service and communication from Froothie.1 comment
Athena Solutions Pty LtdFroothie
Hey Jib, as per my reply to Skyfury above there isn’t much to say regarding the delay, we messed up in being able to fulfil existing demand (and this will end as soon as the new shipment lands).
On a... Read more
more important note though, we kept all customers informed of this issue via email, did you not receive any of our email updates? Our CEO even made a video explaining this delay and flew out of our European offices to come to Head Office here in Melbourne to help us deal with this matter.Similar opinion? Write a review on ProductReview.com.au!
VB01Canberra
- 2 reviews
- 3 likes
Appalling customer service
UPDATE - I finally received my Air Fryer. It works well and is easy to use. I have not used an air fryer before so can't make a comparison with any others. However according to my research the Froothie Air Fryer is very good value and is a good size compared to its competitors, particularly for the price. Seems to be another quality Froothie appliance.
Only giving one star as there isn't the option to provide none. So, so disappointed with Froothie/Optimum. Actually disappointed is very much an understatement.
I ordered an Air Fryer ba...Read more
ck in July for an August/September delivery. Was notified that sales had exceeded expectations and asked whether I'd like to wait for the new beaut model coming in. As compensation for the wait the new model was being offered at a professed 'exceptional price. It's interesting that it's now only being offered at $1 more 'on 'sale' - I wonder what the ACCC would say about this after fining them last year for similar tactics. As the promised wait was only an additional few weeks and the offer seemed reasonable I thought 'why not'. Five months later and the product has still not been received. In all this time there has only been one email explaining that the promised delivery had been held up. This email was received long after the initial promised delivery date had expired. but a new promised delivery was detailed. This also expired with no further explanation. Every month I have called for an update on delivery and every month I was promised it would be the following month. I've written emails and had no response, tried to message through social media also with no response. I was given a definite promise that the product would be arriving in the warehouse on 11 Dec and would start shipping out immediately. I rang on 11 Dec and was told 'yep it was definitely expected that day and shipments would start straight away. A week later there has still been no confirmation or email notification from the company. So I rang again today and was told the exact same story. They put you on hold to pretend to speak to management and then I was informed that the shipment would be arriving as we speak and shipment would start tomorrow. Every month I've been given empty promises. I've bought Froothie products before and have recommended them to many friends and the customer service and product has always been excellent. It would seem Froothie no longer care about their customer. They had my money for 5 months and made no attempt to initiate any contact with up-to-date information on the status of the situation. After being lied to again I've given up and have asked for a refund....it remains to be seen whether this will eventuate. Hopefully it won't take at least 5 months to process!! This has been a woeful experience Froothie and I'm extremely frustrated. Buyer beware if the item claims a delayed shipment receipt.3 comments
Athena Solutions Pty LtdFroothie
Hey VB01, thank you for such a great detailed review. I am glad you received your air fryer and are happy with the purchase however this does not, in any way, excuse our incompetence in promptly deliv... Read more
ering your product. Since your review in January, I am began revamping our logistical software to ensure such issues do not occur again. I will be meeting with our General Manager and my colleague Francois to better understand how we failed you in terms of prompt delivery to ensure this does not happen in the future when we have a product on pre-order or sold out.Hi Roy, the issue was not so much the promptness of delivery but the complete lack of communication keeping paid customers updated. I should not have had to keep calling to find out where the produc... Read more
t was and the estimated date of arrival. Delivery dates kept changing and the only way I knew was because I rang for updates. I provided feedback along the way and sent feedback via a direct message to Facebook which went unanswered until I posted my complaint! All my requests went completely unanswered. I have spoken to Francois about my situation, he is well informed on these issues. Thanks for your response.Athena Solutions Pty LtdFroothie
Great point, I was informed of this as well and totally agree. We are moving to a new platform to allow us to better communicate with customers and the systems I am implementing will allow for this as well. Thank you immensely for your feedback :-)
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Poor quality and not covered by warranty
Optimum 1000 was extremely loud from the first operation. It has only been used a couple of times per week for soft fruits like bananas and mangos. Blades got all rusty but apparently you cannot hand wash it as this leads to the problem. Definitely do not recommend the product
1 comment
Athena Solutions Pty LtdFroothie
Hello Amanda, we do not have any product model as the 1000, are you sure this is an Optimum product?
Please email me ASAP to francois@froothie.com.au or call me on 1300 309 900. If this is our produc... Read more
t, I will have it replaced ASAP as the issues you mentioned are not only unusual, but technically impossible as the blades are stainless steel.Similar opinion? Write a review on ProductReview.com.au!
Non-functional machine
Not happy with the machine or the service. We recently purchased the Vac 2 and it completely stopped working after the 3rd use. We emailed Froothie who asked us to send the machine back for them to look at. They fixed it up and sent it back to us. We have used it 2 times since it came back to us 'apparently fixed' and the liquid had leaked down inside the inaccessible gap in the base between the blade and the bottom of the jug. We emailed froothie again who said that they will send us a tool to open the base so that we can take photos for ...Read more
them to evaluate what happened and they asked us to pay for their postage of the tool. We wanted to send the whole machine back to them as it is clearly faulty (having broken down twice already) and wanted a new replacement machine however they refused to do that and insisted on just sending us a tool to open the base. I have now wasted months without a machine to use due to the first repair and I'm now wasting more time without a machine due to these delays a second time around. If we knew this was going to happen, we would not have purchased!1 comment
Athena Solutions Pty LtdFroothie
Hello Mel! Thank you for taking the time to share your feedback and I am very sorry for your experience last year :-(
I have worked since January this year to revamp our entire warranty system to be ... Read more
more prompt in replacing faulty units rather than attempt to always repair them, and so far this has been a great success. In my opinion, even if faults are very uncommon with Optimum as per the thousands of reviews, we need to be fast and comprehensive in all warranty cases that come to our attention, and I am proud with the changes we have made. I only wish we did this sooner so you would not have to wait for your appliance to be repaired and instead receive a replacement.Similar opinion? Write a review on ProductReview.com.au!
DominicAschaffenburg
- Verified customer
Terrible Service
I am waiting on an already payed replacement kit for the blades since Beginning of may. I only receive excuses and in the last week I don't receive any answers at all, neither from Froothie Australia nor from the official sales company in my country.
Additionally I can only suggest to read the 5 years warranty carefully and really understand which parts of the blender are covered and which are not.
2 comments
Athena Solutions Pty LtdFroothie
Dear Dominic,
My name is Francois and I am the general manager at Froothie Australia.... Read more
I am so sorry to hear of the issue you have reported with the delivery of your order and I sincerely apologize for your experience with our company. Quality Client Service is paramount, our entire business is built on the slogan “Quality you can trust” so even isolated cases are taken very seriously by us and Optimum. This value plays a key role in allowing us to maintain a position as the industry leader in Europe and Australia. I have contacted our customer service team in Europe in order to understand how such an issue could occur. Please rest assured that I will follow up with them directly in order to resolve the issue for you to your full satisfaction and as quickly as possible. Please feel free to get in touch and I will be more than happy to personally help - you can contact me directly at francois.n@froothie.com.au anytime, your support and help is highly appreciated. Respectfully yours, Francois General Manager Froothie AustraliaAfter Francois' response the incident was resolved very quickly and the blades have been shipped to me. Additonally the blades came for free. The blender works again and ist still working like a charm... Read more
for half a year know without any issues. So definitely you can take Froothie by their word, in my case they did their Job and deliver the "Quality you can trust".Similar opinion? Write a review on ProductReview.com.au!
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- Verified customer
What the
Ordered a juicer, 10 business days after ordering I asked for a status of delivery. Was informed none in stock, would be months until available. They offered to subisufue a lower model juicer. That juicer was also not available for several weeks. Requested a refund, which was agreed to also at this point they claim to have shipped the juicer. Except that never arrived. 75 days later after further acknowledgments of their mistakes and agreements to refund money, I have not received money or a juicer.
Compare to a competitor, I order at 3pm on a Wednesday, Friday morning I am making myself a juice for breakfast.
I Don’t recommend froothie.
1 comment
Athena Solutions Pty LtdFroothie
Hello JoshuaN,
My name is Francois and I am the general manager at Froothie.... Read more
I would like to sincerely apologize for the experience you recently had with Froothie and the delay in fulfilling your order and the subsequent refund. We pride ourselves in offering all our customers excellent services and I am sorry to see that we have failed you in this instance. I have therefore instructed the entire client support process to be reviewed to understand how such a matter could occur. I have also messaged you directly to ensure that the issue is now being fully attended to. However you can also contact me directly at francois.n@froothie.com.au. I apologize again if you feel we did not live up to your expectations and I want to thank you for the feedback you provided as it helps us to further improve our services. Also, if there is anything else I can do to assist you and to regain your trust in our brand feel free to get in touch and I will be more than happy to help. Kind regards Francois N Froothie Australia General ManagerSimilar opinion? Write a review on ProductReview.com.au!
KimTownsville
- Verified customer
Disappointing service
As someone has written below, Froothie pride themselves on their extended warranty but what they don't tell you is that they will not fix the machine but rather ask you to jump through a series of hoops to prove there is something wrong with the machine. Despite me sending a great deal of information, including photos of the explosion that occurred after a year of issues with the blender and a video as stipulated- this still was not good enough and I was asked to provide more footage of the machine in action (even though I repeatedly said it wa...Read more
s no longer functioning). It seems Froothie think its ok to talk to their customers like children who are also technicians! I have 2 other appliances bought from this company as I was so impressed with their warranty but I won't be buying from them again and will be warning others. I gave up and bought a Nutribullet Ninja which works a million times better than the blender I bought from Froothie ever did. I learned the hard way but do yourself a favour and avoid this company.1 comment
Athena Solutions Pty LtdFroothie
Hello Kim,
My name is Francois, General Manager Froothie Australia.... Read more
I would like to sincerely apologize for the experience you recently had with Froothie - I am sorry to hear about the difficulties you have encountered with one of our blenders and your disappointment saddens me. Quality Customer Service is paramount, our entire business is built on the slogan “Quality you can trust”, and therefore even isolated cases are taken very seriously by Froothie and Optimum. Since I was informed about your review and the issues you had encountered with our Warranty Team, I have instructed the entire client support process to be reviewed, to understand how such a matter could occur. I have personally tried to check your case and previous experience with Froothie, but I could not locate your order in our system – please contact me directly at francois@froothie.com.au so I can attend to the matter ASAP. As per the thousands of online reviews globally, the issue you mention was never reported before by any of our clients and definitely a matter I and the team take very seriously. Rest assured I will personally launch an investigation into this potential fault – this does need further research as it is definitely not a fault I am aware of. I would like to make sure you will be completely satisfied with the outcome of our actions and your product, as we at Froothie are 100% dedicated to our customers’ happiness. I apologize again if you feel we did not live up to your expectations and I want to thank you for the feedback you provided as it helps us to further improve our services. Also, if there is anything else I can do to assist you and to regain your trust in our brand feel free to get in touch and I will be more than happy to help. Respectfully yours, Francois N Froothie Australia General ManagerSimilar opinion? Write a review on ProductReview.com.au!
Highly disappointed!!! Completely frustrated!!!
At the time of payment, I was given a delivery date. The delivery date arrived yet the product did not. No call or email was sent by Froothie. I had to call to find out what was happening. Still no apology was given. This happened 3 times and the product was 3 and a half weeks late. When the juicer was "delivered" I was not notified and I was at home ALL DAY. No delivery card was left. Then, for the fourth time, the delivery day arrived yet no product and no communication from Froothie. I emailed to find out what was happening. They sent tracki...Read more
ng instructions. I did the work and found that it had been sitting at the post office for 3 full days. Not happy with the amount of work I have done in chasing a product that has been fully paid for. Zero customer service from froothie. Customers have to do the chasing up of their long overdue products. Also, when Froothie promises to send you an email - don't believe them (staff member [name removed]). When they promise a second time - don't believe them (staff member [name removed]). Keep trying and you might be successful.2 comments
Athena Solutions Pty LtdFroothie
Hello Kent,
My name is Francois, General Manager Froothie Australia. I wanted to thank you for being one of our thousands of Froothie global customers - we appreciate you chose Froothie and Optimum in... Read more
Athena Solutions Pty LtdFroothie
Hello Kent,
I hope you are well. I wanted to reiterate how sorry the whole Froothie team is about the issue you faced with the delivery of your order. This should never have happened and I have taken... Read more
the necessary steps to avoid those problems in the future.Similar opinion? Write a review on ProductReview.com.au!
RojerSydney
- 5 reviews
- 9 likes
Still Waiting
I ordered my Optimum 700 Juicer on 29th July and I was informed that they will be dispatching it sometime last week of August once they get their shipment, after not hearing anything from them till 30th August I again ring them and was told to wait for another two to three weeks. After reading some of the reviews and coming to know people waiting for upto three months I am thinking I made a mistake by ordering the juicer. Another thing I found out was that they are using Fastway as their courier I have lost my item which I ordered through Ebay and if you read the review in this website you will see that they have very dreadful service now I am just keeping my fingers crossed.
2 comments
Athena Solutions Pty LtdFroothie
Hello Rojer,
My name is Francois and I am the general manager at Froothie.... Read more
I would like to personally apologise for the issue you reported regarding your order. There has been a delay in receiving the stock but all our customers should have been informed directly. We pride ourselves in offering excellent customer service and I will personally investigate the reason why you were not kept informed throughout. Could you please contact me directly at francois@froothie.com.au or by phone on 03 8609 2210 (I am based in Head Office at Melbourne Australia) and I will address the issue immedidately. Sincerely, Francois Froothie Customer ServiceAthena Solutions Pty LtdFroothie
Hello Rojer,
I wanted to personally follow up with you and confirm that all orders for our Optimum 700 Cold Press Juicer have been dispatched, therefore you should have received your appliance by now.... Read more
Similar opinion? Write a review on ProductReview.com.au!
Karla WithakAU
- 2 reviews
- 2 likes
Worst Retail Experience EVER !
Do Not Deal With This Company !
Ordered one of their blenders over 3 months ago and it arrived yesterday. Absolutely ridiculous 'customer service'
Promises after promises, Finally here WITH NO INVOICE enclosed.
Take my advice and AVOID this company at all cost.
1 comment
Athena Solutions Pty LtdFroothie
Hi Karla!
You must be referring to the Optimum NutriForce which was on pre-order and experienced serious delays as we awaited the arrival of the shipment. All pre-orders were dispatched last week and... Read more
while we are humbled by the product's popularity, we are very sorry about the delays caused. The product is now in stock and dispatch is immediate for all orders (delivery 1-2 days to most metro locations).Similar opinion? Write a review on ProductReview.com.au!
RachBrisbane
- Verified customer
Worst support service I have EVER encountered
4 years of owning the Optimum 9200 I have had the jug break twice. The first time the company offered me a "goodwill gesture" and made me pay $50 + postage for a new jug, apparently your blender has a 5 year warranty but the jug +accessories are only covered under 12 months, that's fine. They then sent me wrong item TWICE.
That jug lasted 8 months and cracked for no good reason. I followed protocol and sent photos etc. They agreed it was under warranty and asked me to pay postage. Once postage was paid they then tried to argue that I had to p...Read more
2 comments
I was convinced to upgrade to the 'newest jug' during my warranty claim and was assured that my old blade assembly would work with it too (I had to pay extra to get the newest jug as a replacement to ... Read more
the one that broke under warranty!) . This was totally incorrect. The newer blade assembly that I got with the jug that is approx 16 months old has been spewing some kind of thick black rusty sludge for the last 8 months or so that cakes on to everything and I'm sure gets up into my smoothies too. A few days ago tiny metal bearing shot out of it. It is broken and I don't think I will even bother replacing it.Athena Solutions Pty LtdFroothie
Rach, thank you immensely for such a detailed review of your experience, a lot for us to learn from even if it was posted 2 years ago (sorry for the late reply, not sure how it was missed!)
First off... Read more
, a BIG apology for your experience! Over the past 3 months we have been COMPLETELY revamping our warranty system to be more prompt in replacing faulty units rather than attempt to always repair them, and so far this has been a great success!Similar opinion? Write a review on ProductReview.com.au!
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KirstenAuckland
- Verified customer
Terrible support service
I very rarely write reviews but my dealings with Froothie and their support service have been extremely frustrating.
I brought my 9200 blender in September 2016 and after only using it four times it was obvious there was something wrong with the blade attachment, the jug and the central drive shaft. After initially contacting Froothie Support and providing the photo proof required their actual assistance has been appalling, I find myself having to constantly chase them up by e-mail and phone, where they either don't respond to the e-mails o...Read more
r take forever to reply and their phone support just tell you to keep e-mailing them. It was determined that I had a faulty blade assembly which had ruined part of the jug base and the central drive shaft and that all components need replacing, this was mid March and I'm still waiting and having trouble finding out when any of the replacement parts will be arriving and when and if I'll have an blender that ever works again. I would not be recommending them or their equipment to anyone.1 comment
Athena Solutions Pty LtdFroothie
Dear Kirsten,
My name is Francois and I am the general manager at Froothie. I am sorry to hear of the issue you are having with the jug and the time it is taking to have the problem resolved. We stri... Read more
ve to offer all our customers outstanding service and I sincerely apologise that this has not been the case.Similar opinion? Write a review on ProductReview.com.au!
Shocking service
This is the first time I've ever written a review about any product or service, good or bad.
I purchased an Optimum 9400 blender at the Homeshow in mid 2014. After watching a video of it chomping through paving stones, pebbles etc, it seemed like it should be a reasonably robust sort of machine. Even though I didn't actually have any plans to start making sand out of paving stones, I thought it might come in handy for ice, frozen berries, bananas and whatnot.
Within about a year, the first problems started. Initially, the bearings blew ou...Read more
t through the ring-gear, blowing what appeared to be rust and brown sludge around the surrounding area, and most likely back up into the mix itself. The (best) solution offered was for us to buy a new 2nd generation jug as it supposedly wouldn't be afflicted with the same sort of design problems. Next to go was the motor itself. That burnt itself out early, and to be fair, it was replaced in reasonable time, with minimum fuss. No complaints at all about the motor replacement, these things happen, and it was all sorted out fairly smartly. Fast forward, another year or so. The bearings began to deteriorate again, even though its now the 2nd generation jug which was supposed to be engineered to withstand these sort of problems. Suddenly there is brown rusty sludge, leakage, rattling, and metal on metal grinding sounds starting all over again.15 comments
Athena Solutions Pty LtdFroothie
Dear Paul,
I am very sorry to hear about your experience with your blender and our customer service team. We pride ourselves in offering all our customers excellent support and I sincerely apologise that this has not been the case.... Read more
Please email me directly at francois@froothie.com.au and I will attend to the matter immediately. Kindly awaiting your reply :) FrancoisFrancois,
I see little point in contacting you about this again. You have personally had numerous opportunities to get this resolved. You know how to contact me if you would like to.... Read more
What I find truly amazing is your willingness to throw your resellers to the wolves like this. You can't just abandon them when they need your help. I can assure you that you wouldn't get away with it, with a larger, or more established retailer. PaulAthena Solutions Pty LtdFroothie
Hello Paul,
My name is Mario, CEO at Froothie International.... Read more
Your review and experience with our brand were brought to my attention and I wanted to personally write to you and apologize if you feel we did not live up to your expectations. As mentioned throughout your correspondence with our Management Team, we all feel sorry for your unfortunate experience to which our company never acted indifferent. We always tried our best to attend to you promptly and my team members tried their best all the way to assist you and offer you efficient, transparent solutions. :) Credibility is our first concern, as our entire business is built on the slogan “Quality you can trust”. This is why I wanted to personally shed some light upon some details which will show our good intentions and our dedication to customer service. Please note that any detail below can be justified with a proof within our records, mail trail and tracking information. We would be happy to share with you any proof if you would like as we’ve previously done via email on numerous occasions. 1. Our Customer Support (CS) and Warranty Team gladly offered you many options, one of them being a free replacement for your jug, however you opted for the purchase option. 2. Our CS Team also gave you the option of a free blade assembly replacement. We dispatched this part to you, however you informed us that it was not received, even though we made sure that the delivery address was the one you have provided us. In response, we contacted our warehouse to rearrange delivery. This action was still unsuccessful, and you informed us the part was, yet again, not received. 3. As per your request, we agreed to your suggestion of sending a courier to the warehouse to pick up the blade assembly. The warehouse was promptly informed and the team had the blade assembly ready for pickup for the entire month to ensure your courier would definitely be able to pick-up the relevant part – but no courier arrived for pickup from your side. 4. Please note I am disheartened that you believe we “leave (our) resellers out of pocket…” for such situations. The reseller was accordingly assisted and refunded in full. It was always in our fullest intention and prerogative to do so – we have great respect for our hundreds of partners and collaborators globally. 5. Please understand Paul that in no way do we misinform, overrule or detract from a customer’s rights. Please note our warranty terms and conditions: “This warranty does not imply, intend to or detract any consumer rights listed in and able to be enforced from the Consumer Guarantees Act, any condition which is found to be in breach of the consumer law, the single condition shall be void only and all other conditions remain in place.” Please feel free to revise our Extended Warranty Terms and Conditions here: https://www.froothie.co.nz/pdfFile/NZ%20-%20Froothie%20Warranty%20and%20CSG%20Flyer_v6-ONLINE.pdf 6. I would like to finally reaffirm that at no stage of the warranty process was payment ever demanded to fully rectify the situation. The payment which you describe was your decision to buy the 2nd generation jug at the discounted price we offered as a gesture of goodwill. This was purely optional and you chose this option rather than a free replacement of your blade. Paul, I would like to let you know once again that our team feels sorry about your whole experience and we regret that things took this turn, however after revising the matter I can affirm the team tried their best throughout the entire process and have tried contacting you on numerous occasions only to be met with indignation and false accusations. We always put our customers first and we will always do our best to please all our clients, solve their issues and make sure their experience with our brand is 100% satisfactory. Also, I want to thank you for the feedback you provided. We appreciate constructive feedback and it will help us to further improve our service. For anything you need, our Customer Support Team is, as always, at your service, and you could also contact me personally at mario@froothieinternational.com anytime – I will be more than happy to personally help. Respectfully, MarioSimilar opinion? Write a review on ProductReview.com.au!
SussieSydney
- 3 reviews
- 5 likes
- Verified customer
So disappointed
Bought my Froothie Optimum 9200 in July 2016 with such high hopes, and having (I thought) done my homework. From the start the Froothie Optimum 9200 cut out after around 10 seconds and wouldn't restart when making frozen banana smoothies. A pungent burnt odour (beyond new motor smell) filled my kitchen for hours. Eventually (after sending a video) I got them to listen to me and I returned the Froothie. (Beware of $30 charge if item is not sent cleaned to their standard). The Froothie came back to me with exactly the same problem. I have asked f...Read more
or a full refund but the company want me to return the product for yet another 'service' before they will commit to a full refund or a new machine. I have lost complete faith in the safety and mechanical integrity of the Froothie I purchased, even if it was now 'fixed'. I am so disappointed that after 4 months and a lot of money and wasted time, I still have a defective and useless for purpose Froothie Optimum 9200 sitting in my kitchen.1 comment
Mario N.Froothie
Hello Sussie, I am very sorry to hear about your experience and I will personally investigate the matter ASAP. As per the thousands of online reviews and testimonials, such an occurrence is very uncom... Read more
mon and I, along with the team, take it very seriously. Please contact me at francois@froothie.com.au or call on +61 3 8609 2210 with your order details and I will have the $30 refunded, the blender replaced under warranty at no cost or a refund processed. I will also be investigating the matter in detail to find out why the machine was faulty and the blender not repaired.Similar opinion? Write a review on ProductReview.com.au!
Questions & Answers
Freddoasked
When are the Thermocookers arriving. I feel as if I paid so long ago9 at least 3 months I think) and still no word of arrival. Can you let us know if the boat bringing them has sunk?????
1 answer
Athena Solutions Pty LtdFroothie
Hey Freddo, to be able to look into this for you can you please send us your order number as direct message and we will take a look ASAP :)
Heatherasked
HI,, I have had excellent service from Froothie juicer, but after 18 months there is a lot of fibre remaining within the bowl and the completed juice. Can you tell me if this is because the celery is very stringy this time of the year or has the centre blade of the machine worn thin and the fibre then sits outside the blade? There is a lot of fibre and juice which is not going through to the outside, and ther is fibre in the finished juice. Thank you,
1 answer
Athena Solutions Pty LtdFroothie
Hello Heather, Alex here from the Froothie Support Team.
I am sorry to hear of the issue you are encountering with your appliance and our service and the frustration this is causing you.
We pride ourselves in offering all our customers excellent service and all the feedback is taken seriously. I want you to be happy with your appliance as customer satisfaction is paramount at Froothie.
So that we can personally assist you, may I ask you to open a ticket with our support team at https://athenasolutions.zendesk.com/hc/en-us/requests/new?
Our Support Team is ready to help you with any issues you may have, 24/7.
Warm regards
Alex
Guntherasked
Hi, got ur breadmaker and like to know which program should I use for ready made breadmixes from the shop.
Regards,
Gunther
info@krtltd.nz
7 answers
Athena Solutions Pty LtdFroothie
Hey there Gunther,
Thanks for your message :) As a rule of thumb, what programme you choose will differ according to what bread mix you use. For example, if you are using a White Bread mix, you would select the White Bread setting, and so on. For Wholemeal mixes, use the Wholemeal/Whole Wheat setting.
If you are looking to make bread rolls or shaped bread out of store bought mix, use the Ferment setting and allow the bread dough to complete its first rise in the machine. You can then proceed to shape the rolls and proof them for the second time on a baking tray prior to baking!
Hope this helps :)
Cheers,
Alexandra
What about the false advertising about the size of the bread maker?
Athena Solutions Pty LtdFroothie
Hey Gunther,
Which false advertising? Please let me know and I will check this with the team ASAP
Best
Alex
Froothie Team
Details
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Athena Solutions Pty LtdOptimum Appliances
Hello Lush, you are absolutely right, such delays are definitely not acceptable ESPECIALLY in the Amazon days... Speed is key, and we messed up with the latest 600M shipment. We should have better han... Read more
dled the spike in demand.... Four 600M shipments sold out in advance, something that we have never experienced to this extent in the company’s history and we were not equipped to deal with this scenario. This is not acceptable and as the COO I am now focusing solely on a better logistics systems to avoid such matters from repeating themselves. Again I am very sorry for your experience Lush. On a positive note the product you will be receiving will DEFINITELY be worth the wait! The new 600M is not only compact and light, but also produces the least amount of pulp and has the highest juice yield than ANY OTHER JUICER on the market! And you’ll also receive a free attachment to also allow you to prepare sorbets and ice cream, as well as a small gift with your juicer to compensate for the delay :-)