ComplaintsforNorth Star Engineered Products

• Initial Complaint

  06/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  North Star Engineering (NSEP) refurbished our fruit slicing machine in 2021. Included in that machine are blade and plunger sets used for cutting apples. Following the successful refurbishment, we ordered a set of orange slicing dies. This order was requested on November 8, 2021. We were told to expect a 4-5 week lead time. Subsequently, we ordered a backup set of apple slicers. Since ordering the orange slicers in 2021, we have received excuse after excuse from ***** **********, who is the Inside Sales and Service Manager and our contact at NSEP. One set of slicers was allegedly shipped from China to NSEP, but they were deemed unacceptable. Materials were allegedly stuck in customs for months at one point. We received a set with screw holes that did not align with the machine’s screw holes and therefore, they could not be attached. We received one set that had pushers that did not line up with the cutters. In short, we received excuse after excuse and products that were non-functional. And today, we still do not have the items we ordered - after over 18 months. We have been waiting almost two years to launch an entire line of business as a result of the lack of urgency on the part of Mr. ********** and the team at NSEP. We have been waiting more than 18 months to receive acceptable, functional parts that were estimated to have a 4-5 week lead time. ************************************ clearly states that the Wedge Maestro Jr. Apple Treatment System has “Blade and plunger options” in the following sizes: “Wedge - 4, 8, 12, 16 segments.” The problem is receiving them in a functional form.

  

  Business response

  06/30/2023

  We do apologize for the issue. We have had issues with this(our) employee and he has since been removed from the position.

  There is quite a long history on this order. The machine was originally sold for applies, and was successful. They requested new tooling to run oranges, but was something of an experiment. I do understand that we have another Customer running oranges.  Although there were delays in getting the parts tested, the fault is on our company.  We have shipped the warranty replacement parts on June 19th, and have not heard anything since and cannot reach the complainant.  We would like to hear back if they have run the parts.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Feuma apple peeler from them in November. 2021. It had a fatal flaw after using only once. I requested unit to be replaced under warranty and contacted them 6 times and they refuse to respond or take responsibility for the item under warranty. They do not return my calls or emails

  

  Business response

  06/21/2022

  Although we don't agree completely with the complaint that we were not responding to the Customer, we are attempting to resolve the situation. We have gotten in touch with him and asked him to return the product for evaluation and possible repair, likely covered by warranty. These are proven units, and often times it is operator error on improper adjustment. In any case we strive to deliver exceptional Customer service, but nevertheless always completely satisfy the Customer. We will respond further with final resolution at a later date.

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