3 years ago
UPDATE: Two days after I opened my case with the C...
UPDATE: Two days after I opened my case with the CPSC, Twin-Star contacted me to inform me that they had found my recall kit, it was being processed and I could expect a refund in 3-6 weeks according to the terms of the recall. I was inclined to believe this was not a coincidence (i.e. that some additional scrutiny from the CPSC provided motivation to "find" my recall kit). However, I just received notice from the CPSC that they contacted Twin-Star regarding my case 6 days AFTER Twin-Star contacted me to inform me that they had located my recall kit. Hence Twin-Star did indeed follow through on seeking, finding, and processing my recall kit all on their own initiative.
I will stand by my original review text - all of the things that preceded my contact with the CPSC actually happened and I personally find it quite disturbing that any customer should have to navigate through that amount of red tape to have a product safety concern addressed. In my opinion, this in and of itself merits some attention from the CPSC. But to give credit where credit is due, the folks at Twin Star did follow through on processing my recall claim of their own volition without third party intervention. If you are of the mindset that all's well that ends well...or that the end justifies the means...it is OK doing business with this company.
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Buyer beware. Purchased DFS-220 space heater at a Meijer in December 2013. Found out 2 months ago this heater had been recalled. Requested recall kit and followed instructions precisely, which involved cutting the cord, sending them the plug, and disposing of the heater. Been following up with them this week, their records show I requested a recall kit but conveniently show that they never received the cord and recall form I mailed back to them in the self-addressed envelope that THEY SENT ME. Now I am stuck in the same loop the others are reporting, call in, talk to an agent with no authority, they relay my message to people who call back and ask questions about the heater that I cannot answer because I disposed of it AS THEY INSTRUCTED. Now all I have for the money I spent on this unit is my story, so I am sharing it through all available channels. Perhaps between the Consumer Product Safety Commission, the Michigan Attorney General's Office, and the Better Business Bureau, I may be able to get some assistance in rectifying this situation. Going forward, the safe play is to find out whether or not they produce the product and if they do, JUST SAY NO.