Defective machine, repeated support failures, returned product but still no refund
Defective machine, repeated support failures, returned product but still no refund I purchased a Rotimatic Next on 17 December and received it on 20 March. Unfortunately, the machine was defective. During a support session, Rotimatic’s own team identified that a part was not working and told me they would contact me within 48 hours regarding the next steps. I received no follow-up. I then contacted the company repeatedly through email and other available channels. Three separate support meetings were scheduled, and I joined each one on time, but nobody from their side attended. After losing confidence in both the machine and the support process, I requested a return and full refund. Rotimatic/Zimplistic provided me with an official UPS return label, and I returned the machine using that label. Despite returning the machine according to their instructions, I still have not received my refund or a clear written update confirming when it will be processed. The return process itself also encountered issues requiring UPS follow-up. Because the matter remained unresolved despite extensive attempts to resolve it directly, I was eventually forced to initiate a formal payment dispute through my Belgian card provider. After reviewing my documents, the dispute process has now been taken forward with the merchant/bank. This experience has consumed an unreasonable amount of my time. My dissatisfaction is not simply because a machine developed a fault—products can fail. The real problem is the repeated lack of reliable follow-up, missed scheduled meetings, poor communication, and the unresolved refund after I followed the company’s return process. I will update this review if and when the company completes the refund.