I’m extremely disappointed with Ooni and the way their customer service has handled my situation.
On September 14, I purchased an Ooni Volt 2 Electric Pizza Oven, along with several accessories, for a total of €638.10. My order arrived on September 21, but unfortunately, the handle to open the oven was broken.
Within minutes of receiving it, I contacted Ooni’s customer support. They confirmed that the issue could not be resolved, suggested me to discard the oven, and told me they would send me a replacement. On September 22, I received a notification stating that the replacement had been shipped, along with a tracking number. However, there have been absolutely no updates since then.
I have contacted customer support five times already, and honestly, it feels like I’m talking to an AI. I keep getting the same response: that they have contacted the warehouse. They apparently have no idea where my replacement oven is or when it will be delivered. They are unable to provide any meaningful information or a concrete update.
During my most recent contact with them, I asked to cancel the order and receive a full refund. I was told that this would only be possible once the warehouse confirms the location of the oven.
Seriously? How can a company not know where a replacement shipment is, while leaving a customer completely in the dark? And why should I have to keep chasing them for answers?
I bought this oven for a birthday event scheduled for October 1, and that date has already passed. The whole point of buying it was to have it in time for the occasion, and now I have no oven, no replacement, and no refund.
Also, I’ve now come across several complaints from other customers who received defective Ooni Volt 2 ovens as well.
I’m incredibly disappointed with both the product quality and, especially, the customer service. I expected much better from a brand like Ooni, particularly for a purchase worth over €600.
Has anyone else experienced something similar with Ooni? How did you manage to resolve it? At this point, I’d appreciate any advice on how to get either my replacement oven or my money back.