A NutriBullet Customer Service Update
80Here at NutriBullet, we’re aware of the difficulties getting through to our Customer Service department. As we train new employees to answer your toughest questions, we wanted to thank you for your patience as we transition into our new home.
Thanks again for the continued patience as we strive to improve your Customer Service experience.
-NutriBullet Team
rubber ring came loose and got tangled in the blade….been waiting for a call back from customer service for well over an hour now…hope this can be fixed!
Today is 20 May 2013. Am having the same problem with the extractor blade assembly bearing going out and leaking, rust, etc. Tried calling Customer Service, no answer. Submitted warranty request with registration number on Customer Service web site today. Now awaiting response.
We ordered two NutriBullet packages, plus one Deluxe Upgrade. Received them late Sept 2012. My Mom got one complete system, and my family has been using the other. We’ve had one Extractor base seize up completely, after spitting out all its lubricant. The second Extractor base (from the upgrade kit) seems about to fail too, we’re finding little balls of lubricant in the base and cleaning it off the inside of the base. Still haven’t had leakage, we’re good about not overfilling it and only running it for 30 seconds with many minutes rest to cool down before running it again.
Anyway, I have sent an email to customer service (unfortunately I forgot to change the subject line when I used “reply” to the shipping confirmation email), today, and I am looking forward to being able to order replacement Extractor bases. I’m trying to order 3 so I’ll have some backup against the possible future failure. I would also order other replacement parts (like a rim ring) but I don’t need any small size cups (what are those good for anyway?) so I’m not going to buy the accessory kit. I hope I get a reply back soon.
happy camper so far – the customer service reply email came yesterday and then I spoke with a rep and ordered a replacement Extractor base. Under warranty, so I’m only paying $3.99 Shipping & Handling.
I still think it would be nice if I could order replacement parts, like a lip ring without the handle, or just an extractor base, directly from the website.
And hopefully the replacement Extractor base will have engineering improvements so it won’t fail as soon as the first one.
I bought my machine in August/September 2012. The cross blade started unusually vibrating in December but didn’t wear out until this month (May 2013). Sadly, I lost my receipt, so no warranty, but Customer Service sold me a new blade for less than $16. The guy on the phone was very nice and helpful. Let’s hope this one lasts longer.
Hi, like many of the others here my extractor bushing is all worn out and I bought it in December 2012. I do use it often (2 times per day) but the toughest stuff is probable pumpkin seeds. The blade is so loose I can see it move side to side. If you guys used a hardened brass bushing and stainless steel blade shaft it should last much longer. Raise the price of the unit if it costs you more. You’ll still make the sales and people will be praising the nutribullet instead of flaming it.
I’ve emailed customer service and have received a few emails back. I registered my unit but have not heard since. Can I please have a replacement extractor blade under warranty?
Thanks
Hi Mark, we’ll forward this message to Customer Service!
I have the opposite problem: my blade will not spin. I’m none too happy as I have only had the until since January when I received it as a gift. Will try to call CS tomorrow. Good luck. I hope you get your new blade.
Well what do you expect when the machines are made in china. They have very deceitful practices and as far as we know these machines can be leaching out lead as well which will kill you. I hope that Nutribullet has on sight inspectors and are not just taking their word. That would be a grave mistake. Chinese businessmen are not only being imprisioned for their fraudulent practices but are being executed as well
I signed up for the 6 payments but they took the whole amount off my credit card! Can’t get through to customer service and when I do, I get scripted responses!
Never again.
Hi C Giles!
Have you tried emailing customer service? We’re so sorry to hear this and would love to straighten this out!
Send us an email here: http://www.nutribullet.com/index.php?r=site/contact and we’ll alert customer service to your message!
Five emails, three calls and no response. Goodbye, Nutribullet, hello Better Business Bureau. Too bad I don’t enjoy the taste of lubricant and rust in my drink otherwise you would be the best company on Earth. Do you make your blade assemblies in a twelve pack because if you do, I will take a pallet so I can get through the week without an issue.
Pigs get fat, hogs get slaughtered. You guys are on your way to the yard…I hope. It is just a matter of time before a company who has the minimal capacity to answer and email or make a product right by testing it first will come along and destroy you guys.
I have completely given up on your customer service.
Hi Jayson (Erik?)
We emailed you last time you left a comment, and never heard back. No history of any orders with the names you’ve used to comment. The email you used to write these comments is also not the one you used to make an order, so there was no way of tracking your order. Let us know what email you used, or order number and we’ll have a customer service representative contact you!
But with the information you’ve given, there’s nothing we can do. Get back to us!
-NutriBullet
We use the same computer. My email address is indeed in your system. You have my money, you should have my info. I feel like Norm from Cheers when I walk into Target now with the Nutribullet box in hand.
I have had two friends and two family members have the same experience, not to mention the countless comments that have continued up to today regarding your terrible customer service. And they all seem to have had their email addresses not be in the system. How odd. I just hate it when everyone on the planet is wrong but me, don’t you?
I filed my complaint with the BBB and it seems as though I am definitely not alone. Your blade design is nothing spectacular and patent rights only go so far. It is just a matter of time. I hope you guys are striking while the iron is hot because your credibility is about as useful as lipstick on a pig.
If you submitted an order, then we do have your information, but it simply does not match the information you’re using here to comment, which is in no way attached to our order systems. This is simply a blog and we do our best to help everyone who comments here by sending them a private message, but you’re also using various names to comment and none seem to be your real name (or at least the name you ordered with!) Again – we’d love to help, but unfortunately have not heard back from you privately. Send us an email at news@nutribullet.com so we get you the parts you need!
I’m so sorry you’re upset and hope you get everything worked out.
An aside – Defamatory comments and threats will not be posted here in the comments section for future reference!
I’m having the rust leak problem like many of the other posters. I emailed customer service because I could not get through on the phone. I am really hoping that the replacement process isn’t going to take several weeks. My husband and I adore our nutribullet but the leaking rust is unacceptable.
Hi Tramaine! As long as you’ve already emailed us here: http://www.nutribullet.com/index.php?r=site/contact you should be good to go! A representative should be contacting you soon.
I received my nutribullet as a Christmas gift and loved it, however the extractor blade leaks now and is terribly noisy (I can’t use it). It has only been a few moths so of course I am disappointed. When I contacted the customer service, they requested my receipt… which I don’t have. Can I just orded a new blade? I don’t mind paying for a new blade once a year because I REALLY LOVE my nutribullet and use it daily
Purchased the Nutri-Bullet less than 1 year ago and the blade is no longer usable like many other customers have reported on the Internet. I have followed cleaning instructions exactly and internal blade mechanism corroded and leaks what appears to be rusty fluid when making nutriblasts. Not the preferable way to get iron in my diet and who knows what else it is exactly. It looks toxic whatever it is. I tried to contact customer support for a blade replacement and no response just as many other customers have experienced. I regret purchasing this machine and customer support is non-existent at least in my case. I intend to file a complaint with the Maryland Consumer Protection Division of the State’s Attorney’s office.
It looks like some of the non-toxic, food grade lubricant used in the drive shaft of the blade could be breaking down and escaping. This can happen from excessive heat, especially if the unit was ran for more than 60-seconds at a time, or the cup was over-filled or over-packed (remember not to mash down the solid items in the cup before adding liquid). Either way, you need a replacement blade. Customer Service would be thrilled to help you with a replacement! If you can’t contact Customer Service through that phone number, send us a message here: http://www.nutribullet.com/index.php?r=site/contact and we’ll be happy to assist you!
I too have the same problem of blown fluid leakage. I tried to go to the website to send an email and you cant even scroll down the page!!!!! So to send them an email is virtually impossible. it lloks like i too need a replacement blade. If nutiblast would give me access to an email address or website that actually functions it would be appreiciated Also please give me advice so this never happens again. How long should i emulify for? Thank you
P.S. also you say this lubricant is non toxic and food grade . Well since this machine is made in China you can never rely on what they are saying they are using. It is common knowledge that in the manufacturing process there are lots of lies. I have your quality control if you decide to continue to manufacture in China is exceptional
Michael – Do you get headaches and feel ill since your Nutribullet started leaking? If so, you’re not alone. I would recommend getting a new blade assembly and doing what 99.99 percent of the Nutribullet customers do after they realize the customer service department stinks; Go buy one from a local retailer, take your bad blade assembly and put it in the box with the new Nutribullet and remove the new blade assembly for yourself. Then, return the new box with the bad blade assembly. That seems to be the most effective way to handle your issue and repeated issue-to-be.
To be fair, Customer Service did respond after I posted my comments. So I am satisfied now. Not sure why it takes them so long in general to respond to their customers, but they did replace my blade at no cost.
Is there a problem with the extractor blades.. It seems alot of people are having trouble and need them replaced.. Is the design being upgraded? I have been waiting 3 weeks for a replacement and see others are also requesting replacements..
We are constantly improving on our blade design and take it customer’s feedback.. have you received your replacement blade? If not, send us an email here http://www.nutribullet.com/index.php?r=site/contact and we’ll be happy to help!
Is the extractor blade truly dishwasher safe? Seemed to say so in the manual, but it seems like if you load it blades down (for best cleaning), the slots underneath allow water to pool inside where the extractor blade bushing or bearing is located. This is also not serviceable. You can tell that the blades start to bind, and then the ‘power base’ has trouble turning the blades, and smells originate (many complaints seen about that). There is also brown/black residue from the plastic impeller on the power base from rubbing against the rubber coupler on the extractor blade base, due to the failing bushing/bearing.
Please clarify to this list if the extractor blade is really dishwasher safe . The blade assy is not d/w safe in my experience. Used for a couple months w/o putting in the dishwasher with no trouble, and still no problems when loading ‘blades up’ in the dishwasher. Only after loading in the d/w ‘blades down’ did this problem manifest.
Anyone have problems with the gasket falling out? I have used my NutriBullet 5 times, and LOVE it, but while rinsing the blades off this morning, the gasket just fell out. When it did this terrible smell came out as well. I picked up the gasket and ….that is what the smell was! It is seriously aweful. I dried it off and check it later, but the smell was the same. I then found in the user guide that the gasket should not come out. Wondering what to do.
Looking to replace the blade unit for a nutri bullet it came loose and it vibrates something terrible
please advise where I can purchase this part.
Thank you!
Y
My nutribullet stopped functioning properly a few months after I bought it. Every time I try calling customer service I get a busy signal…please advise! Thanks!
Hi CS! Have you tried emailing? It’s easier to get through on the phone lines right when we open (9am EST), but these can be difficult hours if you’re busy. Send an email here: http://www.nutribullet.com/index.php?r=site/contact and one of our Customer Service Reps will be glad to give you a call back!
Purchased a Nutribullet from the info commercial and it stopped working about 30 days after receipt. Phone service was helpful and sent me another power base no charge. Now that power base just stopped working. I need to return these dead Nutribullet bases and would hope for ONE that works. Love the product, but not the dependability of the power base units. Is this typical?
Hi, I am sorry to say that so far I too am very dissatisfied with my customer service experience. I received an email response 10 days after my initial email, and since I responded to it I have heard nothing. My request is simple : a new extractor blade part for the one that malfunctioned, causing the rubber ring to break and the plastic inside the blade to degrade. My call has failed every time I’ve tried to call the customer service number. I was having a good experience with the product, but after reading these posts I’ve come to the conclusion that Nutribullet cares very little about ensuring quality or about their customers. I’m hoping that by posting here, I may receive an update on my request for a new part. Do the right thing, Nutribullet!
Hi Nell!
So sorry to hear this. Rest assured, we care! We’re taking steps to fix the issues people are having and increasing our customer service reps – so much to do and so little time! But we’ve alerted Customer Service and they should be responding soon. Post here again if you don’t hear back!
I really do enjoy my NB but have had a lot of rust leak from my main blade. I have had to use just the extractor blade and it does not seem to work quite the same as the other with regular fruit smoothies. I am afraid that the rust (and it is quite a lot) will cause harm to my system and, therefore, need to replace it ASAP.
I do think it is a really nice product, but the top also seems to leak the more I use it. I try to tighten it as much as possible, but it leaks more than half of the time.
Any advice???
Thank you and I do want to continue to use it rust-free and with a tighter fitting lid.
Hey Lisa! We’ve alerted Customer Service and they should be contacting you soon!
I love my nutribullet and use it every day but I am also having the same issues as Lisa.
I have been having alot of rust leak and leaking from the nutribullet.. I’m told to return it and get a vitamix
but I love my Nutribullet.. Would I be able to get a replacement?
Problem.
I really do like the NutriBullet and have used it almost every day since I have had it.
The problem I am having is that the extractor blade somehow started slinging a rusty liquid from the base when I use it, and have noticed the blade isn’t as tight and has a slight vertical movement.
I contacted your customer service by email 7 days ago with no response (Tried calling, but got no one)
This NutriBullet is not even 30 days old.
Can someone help?…I just want the extractor blade replaced.
We’re alerting Customer Service to your message right now!
Thank You. I did receive a phone call from Customer Service and the problem was handled.
Hi I am trying to call customer service and every time I call I get a busy signal I did not receive my item because my shipping address is not the same as my billing address and I have not been able to get to you so that I can get another nutribullet sent to me or my money back. Customer service online takes forever to get back to you. I think you guys need a better system.
We’re working on it, Shayna! It takes a little while with emails, but it is the best way to get in touch with our customer service department. If you haven’t send us an email here. We’ll alert customer service to your message!
http://www.nutribullet.com/index.php?r=site/contact
I am so glad I purchased my NutriBullet at Bed, Bath and Beyond instead of ordering it online…no offense.
Yes, I’ve had problems on two occasions.
The rubber gasket on my extractor blade came off and destoyed the gasket and the housing surrounding the blade.
The bottom line is that both times I had an issue, all I’ve had to do is return the NutriBullet, with receipt to the store where I purchased it and they exchanged it for a brand new one! They also said if I had any more problems in the future, to just bring it back and they would replace it. Indefinitely.
I have had my Nutribullet for a few months. The extracting blade does not turn, and I am sure I just about warped the motor… :/ I tried calling Customer service for a quick resolution, however, the line will ring one time, and then will deliver a busy signal. I have e mailed them, and am awaiting a response. However, me being me, I am not patient, and want this resolved now. I use my “bullet” 2-3 times per day, and am now feeling as if all of my fruits and veggies that I have purchased, for this specific use, will go to waste.
Please respond ASAP!
Thank you.
Hi Deon! So sorry! – going without your NutriBullet can be a terrible hassle. Have you sent us an email? It takes a 2-3 days max to get a response from our Customer Service team, and it’s a bit of a pain, but hopefully getting your unit fixed is worth the wait.
Here’s the link (it’s the best way to contact us): http://www.nutribullet.com/index.php?r=site/contact
I hope this works for “you” Deon, it has NOT worked for me. : (
It does not take 2-3 days to get a response back!!!! I’ve been trying to get my nutribullet fixed through the warranty (this has been going on for months now). You’ll only get an email reply after 5-7 days. So imagine a back and forth email chain that leads to nothing (a good 2 months of waiting… am still waiting).
Call also doesn’t help at all, because you either get the busy signal or the “call back again the queu is busy” for every option.
This is ridiculous!!! After 2-3 months of trying to get my device fixed, I finally get an email saying that I can get the parts if I pay the shipping. Yet I can’t get the parts because I can’t even pay for the shipping, since all the lines are busy and nutribullet doesn’t send out bills for shipping, so everything has to be done over phone.
Absolutely the worst customer service …
Why can’t I order just the rubber gaskets for the Nutribullet? I want four more and will even pay for them, but I can’t find them on Amazon, Ebay OR your website. I don’t need a new blade and two more cups and spend $20 for a new gasket.
I love the product!! But your customer service is severely lacking.
That is why I like to share my experience. I bought my NutriBullet at Bed Bath and Beyond. I also bought the extended warrently. For a year from the date of purchase if anything happens to my NutriBullet, they will replace it with a new one, My first one had to be returned and there were no questions asked and the exchange was as simple as simon. I guess on an item like this, you could be better off NOT purchasing it online;-)
I have had my Bullet for about 6 weeks and love it. However, the base is leaking what appears to be rusty liquid…possibly oil. I have called Customer Service 3 times and get the recording saying they are very busy and will call me back. They called back hours later but I was in a meeting. I also sent an email about 1 week ago…..NO RESPONSE. Pitiful Pitiful Pitiful Customer Service. Maybe you should call is Customer NO Service.
By the way….3 of my friends have bought the Bullet based on my recommendation. I will NOT recommend it anymore until my issue is resolved.
Hey RL – sorry, we realize it’s a hassle at the moment, but we’re working on it.
We’ve alerted Customer Service to your message. You’ll be hearing from them soon, if you haven’t already.
Thanks for your patience.
-NutriBullet Team
I’ve never had any of the problems I read about on this site. It was my fault for trying to overfill the darn thing and the store was still nice enough to exchange it for a new one and will do so for up to a year. “If I have any more problems just bring it in with the receipt and we’ll exchange it for a new one” is what I was told by customer service at Bed Bath and Beyond,
I have my NutriBullet extrator for over a month. I love it. I notice that when I use small cups and that leak. Large one doesn’t. Why is that? I have to use Large cup all the time, not small ones. Thank you.
Wow~ I had a problem as well but returned to the Bed, Bath, and Beyond where I purchased my Nutribullet and they were more than happy to exchange. Unfortunately, I got home with the “new” Nutribullet only to find out IT had also been returned, but placed back on the shelf to be resold! That’s a big No’No. There were food stains where the cup attaches to the Nutribullet. At least the store was very nice, and let us bring the used machine back and exchange it for a new, unused one. Except with the second one I didn’t get the same, large print, cookbook, but a smaller book with more information. Over all, I’m very happy and satisfied. I’ve had some major health problems, including Major Digestive Disorder. I was so unhealthy I felt like I was dying. First I took the RealAge test, and found out that I was 11 years older than my chronological age. That was less than 4 months ago. Less than a month later, on November 17th, I quit smoking, and I got my Nutribullet for Christmas. I’ve been using it regularly for about 7 weeks or so. My RealAge number has gone from being 11 years older than my 46 years, to being only 3 years older in such a short time! The Nutribullet has done as much good for my body as giving up cigarettes has. If I could gain 8 years of life since I started Nutriblasting, that’s a year a week! Even if I go back to my quit smoking date, that’s still 8 years in 3 months. I’m sure it will slow down now, but I won’t. I have to see how far I can go with this, It has become a way of life for me, in this short amount of time. I only wish it weren’t so expensive to eat healthy. But, it is worth it to give up all the material stuff around me, when what I’m buying is more life!!
Just had my for NutriBullet drink….JUST AWESOME!!! I LOVE IT.
I just want to say that I love, love, LOVE my nutribullet!! I could have sold 10 of these things by now! Do you have an affiliate program? I could sure sell these units for you!!
The only problem I have had with mine is not being able to keep enough spinach
in the house.
Mine leaks a little now and then but no rust, no noisy motors, no complaints.
I haven’t lost much weight so far but I have so much more energy that at times I can’t sleep!
Thank you David for creating this AFFORABLE machine for us working poor.
There are many recipes in the book and on the Nutribullet blog, designed especially to help with weight loss, but excercise is a must to lose weight and get or stay in shape. And all the good nutrients help to give you all the extra energy you need, right;-) Also, it it’s leaking, you have more than likely been overfilling it. It’s tempting. Sometime I have to make two Nutriblasts because of my overabundance of ingredients. I also wanted to mention that you may be interested to know that of the seven healthiest foods that we should incorporate into our diet every day, Kale is on that list. You should use that green with or instead of spinach, at times. There are lots of healthy greens that you can use. Spinach is for phase one. By the time you get to phase three, the greens are much stronger, like Collards, but Kale is light, crispy and extremely healthy. You can make awesome chips from them as well, The secret is to dehydrate instead of baking, so the kale retains it’s nutrients.
My family and I love our Bullet! Great product, tasty juices! Thanks Nutribullet
I received my Nutri Bullet in Sept.2013 I was having trouble with my blood pressure being to low and all my other numbers were to high so I ordered the nutri bullet. I am very pleased with it. I had blood work done in Sept.12 and my numbers we a mess. So I started with the nutri blasts and in Dec. my numbers had dropped 7 or 8 points. At christmas I got off it and now I can’t get back to loosing weight and lossing the cravings and feeling good. Please help me get back on track. My blood pressure is l24/67 it was 95/38, also do you have receipes for veggie blast? Thanks Susie Kelley
The classic V-8
Tomato, carrot, celery, beet, parsley, lettuce, watercress, and spinach.
Jump over to our new member’s only site, http://www.nutriliving.com and search through all of the recipes, including heart healthy ones. Just use the serial number located on the bottom of your NutriBullet base to register.
Everyone that I’ve heard that stopped using the Nutribullet has gotten sick again. That is a HUGE encouragement for me to not stop Nutriblasting.
“Veggie-berry-blast”
1/2 cup chopped kale
1/2 avocado
1/2 sliced cucumber
1 cored apple, cut in chunks
2 dozen blueberries
5 or 6 strawberries, destemed and sliced
1/8 cup milled flaxseed
1 tsp Maca powder
4-6 oz coconut water
1 tbsp agave nectar
crushed ice
Add all ingredients except crushed ice to large cup. Stir gently. Add crushed ice to full line. Blast for one minute. Enjoy.:-) Now, I usually make up my own smoothie and nutriblast recipes as I go, but there are tons on the NutriBullet Blog and at http://www.nutiliving.com You will need to register using the serial number that is located on the bottom of the Nutibullet base, but it’s worth it.
Goy mine yesterday. Today getting all juiced up. I’m having a bone marrow transplant in a few weeks and I’m going to be Nutriready
You used to have the travel bag that holds the Nutribullet. I don’t see it in the accessories section. When will they be made a valuable again? Thank You
An all new To Go bag is in the works, should be up shortly!
The new bag was on sale on HSN and HSN.com when David Wolfe was on the show a few weeks ago. The bag is too cute…much nicer and sportier than the old one. It looks like a regular lunch bag w/lots of room. I love mine.
Yes…I purchased the bag on Hsn. They no , longer have the Nutribullet, but the bag is still available. Nutribullet Carrying Bag.
A room full of busy people–nice!
I have the same problem as Rodney,my blades for my Nutribullet are defective also,very rusty…every time i clean it rust is dripping…it worries me to make a shake and possibly getting rust in my drink…..I e-mailed costumer service already…..let’s see what can be done because unfortunately i can not find my receipt and i don’t have the box anymore either…it’s not possible to keep every box for anything i purchase
When I use my Nutribullet, I completely wash and towel dry my blades as soon as I’m done since day 1. This may help you with the rust problem.
I must return my product because of unforseen financial difficulties. I need to return my Nutribullet asap so that I do not have any more payments taken out of my bank account. I have not even opened my box. All I need is my “Return Authorization Number” and WHAT???? the number I am suppose to call to get this number is not a working number??!! How am I suppose to return this and get my money back? Please respond asap. Thank you.
Hi Dorene! Have you sent an email to us? (http://www.nutribullet.com/index.php?r=site/contact)
Be sure to note that you’ve been contacting us well before the 30 days was up, but weren’t able to get through; it shouldn’t be a problem.
Hopefully this eases some of your worry. Once emailed, you will receive a call back.
Still waiting for my return authorization number that I need to return my nutribullet. March 9th, 2013.
And I “did” send 2 e-mail’s to you at the e-mail listed above, and still have not gotten a call or an e-mail, or my authorization number. I need to return this.
Sent you guys an email 6days ago and have been calling everyday since then getting a busy signal. still have not gotten a response on oine of the FOUR nutribullets i have purchased that is leaking and has a motor that grinds and barely turns. i really need a response and need this thing replaced.
YOU guys reached out to ME when I was having problems yesterday. I’d say your customer service is GREAT! Thanks for serving well in the midst of the transition!
Received a call from “Bliss” concerning my problems within one hour of my original call and he was extremely helpful! I love my Nutribullet!
The blades for my nutribullet is very defective. The bearings are all Rusty, thus allowing rust into my smoothie. I need a new blade ring, ASAP.
Hi Rodney! Try sending us an email as soon as you can, call backs rarely take more than 2-3 days at most, so the situation should be worked out a.s.a.p.
http://www.nutribullet.com/index.php?r=site/contact
Hope this helps!
I had a problem with my blades also..the housing cracked…I ordered the Deluxe Upgrade Package…and it came without the extractor blade…but a phone call to Customer Service is getting both problems addressed…have you sent them an email?
I havnt had a response yet
For whom it may concern: I received a phone call from customer service in about 1 hour of making phone call. By the way, call early in the morning.