This is the email I sent to Sunbeam the manufacturer of Mr Coffee:

I cant tell you how disappointed I am w/ the quality of this espresso maker. I bought this for myself for Christmas, the handle on the caraffe broke off in my hand within a week after Christmas and this morning the handle broke off the brew basket as I was taking it off of the main body. Both times it wasnt that I dropped it or used undo force, it just fell apart in my hands. I would have returned it when the handle on the caraffe broke but by then I had thrown away the box and the receipt and I would rather stick a pencil in my eye than try to return it to Walmart w/out the above. AND I probably have only made about 20 cups w/ the machine.

This was their response:

Thank your for your E mail. My name is Gale C. and I will be glad to assist you.

I apologize for the inconvenience you have experienced. I have placed an order for a decanter and a brew basket that you will receive within 2-3 weeks.


I was AMAZED, usually they want the receipt, the box, the broken part, and a note from your mom. Then you have to pay for shipping to send it to them. To send me both the carafe and the brew basket w/ no proof of when I bought the machine, or if I just didnt drop them really renewed my faith in the company.

By Boxzgrl on Monday, February 28, 2005 - 10:50 am:

Thats great customer service! Good for them, and for you for writing them.

By Kay on Monday, February 28, 2005 - 04:12 pm:

That's wonderful - if more companies treated their customers this way, profits would soar! I had the same good luck with T-Fal cookware that I received as a gift almost 10 years ago. The top to a lid had recently broken, and I remembered it had a lifetime warranty so I looked up the website, emailed, and received a replacement within a week.

Sometime it just pays to give it a try - some may not be as receptive to their customers, but the ones who do certainly make up for it!