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Crack Goes The Garlic (Press) – What Will OXO Do?

11 Comments

For years whenever I needed minced garlic I’d do one of two things. If it was a small amount I’d mince by hand and if were a large bit I’d toss the cloves into the food processor.

About year or so ago I picked up a cheap garlic press and it just wasn’t sturdy enough to mince the fresh firm garlic we grow here at Kitchen Warfare and I gave up on it. Then a few weeks later I saw a garlic press made by OXO that looked like you could crush walnuts with it. It looked strong and powerful and on sale for half price. And as it turned out did a good job on our fresh garlic.

However after a few months of occasional use I noticed that it had cracked near the hinge and made the press all but useless. Aye Carumba I guess a garlic press just isn’t in the cards for me. Somehow it is awarded temporary reprieve from disposal in a junk drawer where every time I see it I think of throwing it out but end up distracted by the task that got me digging through the junk drawer in the first place.

Fast forward to a few days ago. I’m in a local kitchen store shopping for a new spatula (flipper) and I’m trying to decide between the new Calphalon hand tools and and one made by OXO. I’ve got a big hand and I’ve always liked the OXO grip and I’ve got several of their products and have always been very pleased esp with the large grips of their tools. Other than the garlic press their tools have been very sturdy and have lasted for years of every day use with no end in sight. I’m leaning towards the OXO but the Calphalon has their ever steadfast life time warranty. I check out OXO’s package and all it says is ‘ Satisfaction Guaranteed’.

Guaranteed? Must be an asterisk with a paragraph in 1 point font of conditions.

Nada. Just ‘Satisfaction Guaranteed’. The junk drawer of my brain remembers the junk drawer in the kitchen. Perhaps there is hope for the old garlic press yet.

When I got home I looked up OXO’s website once again looking for the ‘fine print’ but instead found this bold statement.

We guarantee everything we make! If for any reason you are not satisfied with an OXO product, return it for replacement or refund. Please contact OXO´s customer service department and we will be happy to assist you.

Along with an email address and phone number.

OXO doesn’t ‘Get’ the Internet’.

For those of us that work and/or do a lot of communicating over the internet nothing is more irritating than a company who represents themselves as having an active web presense and really doesn’t. When you read OXO’s guarantee on their web site it points to their customer service department page and when you get to the customer service department page the first and most prominent method of contact is an email address which ultimately ends up being completely useless.

After 4 days I get a response that says-

We apologize for the inconvenience you have experienced with our product. Please contact our Consumer Care Center at 1-800-545-4411. We will be glad to discuss this with you. Also, please retain this product until you discuss this situation with our Consumer Care Center.

Discuss? Situation? Sounds like a hassle is forthcoming.

OXO Stands By Their Stuff

But there isn’t. Not at all. I call the phone number and a nice lady answers. She’s sorry to hear of my cracked garlic press and isn’t at all interested in ‘discussing the situation’ or scrutinizing the old one. Instead she is very kind and courteous and makes sure I understand the simple process to get a new one. No RMA# to plaster everywhere for fear of rejection, just send back the old one with a note that explains what’s wrong with it along with my name and address and they’ll send out a NEW one that I should receive in two weeks.

Overall I’ve been very satisfied with the OXO products I’ve purchased. I’ve got a few hand tools that are at least 15 years old that I use almost every single day and they’re still as comfortable and as useful as when I first bought them.

While I still think its ridiculous that their #1 listed method of contacting customer service proves to be useless even on such a simple issue ultimately and far more importantly OXO seems to stand behind their products in a way very few companies do nowadays.

So this old press will be on its way to OXO tomorrow. I’ll be sure to let you know what happens.

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11 Comments »

  • OXO Comes Through said:

    […] to follow up and give OXO their props I just got a brand new replacement for the broken garlic press. To be fair to OXO it arrived in our area a few days ago but because we’re on a private road […]

  • Jonathan said:

    So what happened? This just happened to me last night… =)

  • chowhound (author) said:

    It took a few weeks but they replaced it without hassle. I have since realized that it works a lot better if you crush the garlic with the palm of your hand or a knife handle before putting the clove in the press.

  • Andrea said:

    Are Oxo prudcts, esp. mixing bowls, PBA free?

  • Brad said:

    “Are Oxo prudcts, esp. mixing bowls, PBA free?”

    I doubt it, there are some great bowlers out there that use OXO products.

  • chowhound (author) said:

    Salad Bowlers?

  • McKenzie said:

    Hi!

    Do you recall if you shipped your garlic press back to them at:

    OXO Consumer Care Center
    1331 South Seventh St.
    Second Floor
    Chambersburg, PA 17201

    I have an item I need to return as well.

    Thanks so much

  • Priscilla said:

    Great to hear Oxo will replace a new Garlic press without the hassling. I thought the whole replacing process will be very troublesome.

  • Maureen said:

    My Oxo garlic press also broke at the hinge. I called and ‘Lindsay’ had me take a picture of the broken press, email it with the Subject: Lindsay to info@oxo.com with my name and address……She said she will send a new one.

  • Guy said:

    I just talked on the phone with Oxo customer support about a broken zester. No help there — they claim there is no warranty and the “satisfaction guarantee” is only for six months to see if you like it. So if it doesn’t last more than a few years, tough, they don’t cover that.

    I am definitely not “satisfied” if something like this is infrequently used but fails after a few years.

  • Maureen said:

    Just realized I never followed up on my response. After taking a picture of my broken garlic press and emailing it to Lindsey, I received a new one a short time later. What better service can I get than that……Super

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