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Business Profile

Appliance Sales

Tulip Cooking

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:05/16/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My trouble started with the Tulip cooktops (2 induction and 1 gas) purchase from Tulip Cooking dealer ** ******* on 03/14/24 (Invoice # *********). When I tried to install the cooktop, it was not working as mentioned in the installation manuals. I tried to contact the Tulip Cooking support through phone, email, and left voice messages during the 1st week of May (05/03/24). After calling them 10+ times and leaving voice messages during that week, I got a response through email about the North America wiring required to connect the units. I followed that and the cooktops will not turn on as mentioned in the email. I recorded the video of what I was seeing when connecting the cook top and sent to the Tulip company for debugging. There is no Tulip cooktop support available in USA even though they are selling this product in USA. Every single enquiry has to be sent to ******* and get a response from there. This took me 1 week to convince them that the unit is defective. After one week of going back and forth with this, they connected me with a dealer in ****** named Amir. He did a ******** call with me and tried to do the same setup again on a video call. He also confirmed that the unit seems defective. I asked the Tulip cooking to send me a replacement for the defective units. They promised to send me the replacement by overnight shipping. 1 more week passed between them confirming the defective units with the dealer and ordering the replacement units for me. Yesterday (05/13/24) they shipped the unit by regular shipping and I need to wait 1 more week to get the replacement units (05/20/24). This whole saga of 3 weeks has caused me and my family a lot of mental stress and anxiety due to the delayed kitchen work and not able to cook food at home. The sales agents I contacted from Tulip are, ********************* and **********************. If Tulip can't offer support in USA, they shouldn't be allowed to sell the products here. I demand a compensation from them.

    Business Response

    Date: 06/11/2024

    Good Afternoon,

    I am attaching the email response to **** *********.  Lisa K****** , Account Executive and Gabriela P******, Social Media Manager both responded via email to Mr. *********. 

    As you will see upon reading these email response the issue with defective unit has been resolved.  The customer received a new working induction unit and are happy with their install.

    We kindly ask you to remove this negative complaint as it has been resolved.

     

    Regards,

    Ann Marie C******* Accountant/Office Manager

    Customer Answer

    Date: 06/13/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    **** *********

Tulip Cooking is NOT a BBB Accredited Business.

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