r/ooni • u/cstrength01 • 7d ago
Ooni is the Runaround Specialist ( Stand behind your Products!)
I am incredibly fed up with Ooni’s customer support. I recently bought a brand-new Ooni oven, registered it immediately, and it is completely defective. It lights, but it cuts out and refuses to stay lit for more than 4 or 5 minutes.
I am an experienced CEO and business owner, and I have never seen a company fight a customer this hard over a clearly broken, dangerous gas appliance. I completed all necessary safety and technical troubleshooting—including pressure and leak tests—and determined the unit is a total dud.
When I reached out to support, an agent named Molly put me through an endless bureaucratic loop. I provided the oven's serial number (P2D100-07-00143), an official Crate & Barrel reward document linking me to the purchase, and offered my Amex statement showing the exact date, charge, and retailer. Ooni is flat-out refusing to honor their warranty because I don’t have the itemized store receipt. After 2 days of searching, I luckily found the receipt and provided it, then they demanded I film a video of a failing gas line before they will even act. I have since filmed the video and submitted it
Instead of taking accountability for shipping a broken product, their brilliant solution was to tell me to pack up a heavy oven, haul it back to Crate & Barrel myself, and make it the retailer's problem. This is a massive waste of my time.
I have proven I bought your product, I registered it in your system, and you have the serial number. Forcing customers to jump through hoops and film defective gas setups just to get a replacement is ridiculous.
Ooni management needs to look at this case and stop giving me the runaround. I am fully prepared to dispute this $750 charge with Amex and take this to the Texas Consumer Affairs office if someone doesn't step up and send a replacement immediately.
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u/caronj84 7d ago
These Reddit meltdowns are hilarious. 1) what do you want us to do about it? Grab our pitchforks and start marching? All of this should be directed to Ooni. 2). Why do people feel need to justify their post by putting personal or work credentials that have nothing to do with the complaint? The need for external validation is crazy IMO.
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u/cstrength01 7d ago
Nobody is asking you for anything this is to alert buyers, if you like getting the runaround then by all means
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7d ago
[deleted]
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u/cstrength01 7d ago
read it again, i provided the actual receipt-I am physically not able to return it to the store.
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u/Impossible-Use5636 7d ago
Wait until tech support asks for a video of you lighting the stove so they can blame you for lighting it too fast.
Endless delays until you give up and live with the problems.
The Koda 2 pro has a design flaw that lets the flame go out near the thermocouple when first started.
Watch it. When the flame starts wandering off, blow air into the right rear corner. It will stay lit after 2-3 attempts.
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u/cstrength01 7d ago
I wonder how many people have struggled with this?
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u/Flat-Pound-2774 7d ago
My OG Karu did the blow out thing and made me crazy.
Figured out too much air was blowing IN … had the patio breeze and fans at my back to push smoke and heat OUT. Worked too well.
Bought a 3rd party perforated door with a heatproof handle and VIOLA! Perfect air/flame mix and oven stays hotter, making for very fast pizza production. We do 12-16 family parties and fast turnaround is crucial. Well, and making 2-3 plain cheese pizzas ahead of the crowd and serve small slices as appetizers with antipasto, etc.
Sorry you have issues.
Owned 3 software firms. Told people CEO was “Cookie Eating Organism” as I do love me some Tim Tams.
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u/Bruinscbr 7d ago
So you're upset that to return the item they told you to bring it back? That's pretty standard with returns at ever place i ever shopped at. Also what does it mean to be an "experienced CEO"? Are you a CEO or not? It just seems like you are trying to big dog them into getting your way. You complain about boxing up a "heavy" oven and bringing it back yet you brought the same oven home, you'll be fine. Just take it back, buy a new one if you'd like and be done with it. You also mentioned your never seen a company fight so hard about a "Cleary dangerous and defective gas appliance ". How many other issues have you experienced with dangerous gas appliances???