Bests & Worsts Reviews from Amazon

We don't eat a lot of toast but needed a new one when the old one died. I studied the reviews and this model seemed to have a very large number of positive reviews and was inexpensive. We received the toaster in June and it has gotten some use. Each time we used it the crumb tray would pop open spilling out the crumbs when we went to put it away. At first we thought that we were hitting something accidently. But when my son visited at the end of September and used it daily, he complained bitterly. First of all, the crumbs went everywhere. We finally decided to study the bottom and see what we were doing wrong. After trying everything, the tray will not stay connected when you pick it up to put it away or bring it over to the trash to empty....by the time you get there, it is cleaned out. But what really frosted my son was the poor toasting. One side of the bread was nice and toasty brown; the other side barely tan. So I dug out the paperwork and found the 800 # to call. I called and the woman at the other end told me that they "don't handle things like this" and to take it back where I bought it. Now in the paperwork it specifically says NOT to take it back to the point of sale, but the call this number. I then asked to speak to a supervisor and was put on hold for 67 minutes (timed it) before my call was dropped. Now I am mad and have emailed. When I have something that I need to sit and do, I will also call again when I can put the phone on speaker and while away the time. Very disappointed. Now I have to shop for another toaster. Think I will look for one in a higher price range because this bargain wasn't one -- just a piece of junk. UPDATE 10/3/2018 -- Just got off the phone with a wonderful customer service representative from Black + Decker. Michael was most apologetic (not expected since he wasn't the one responsible for my poor experience). As I suspected B+D subcontracts the customer service and this is not what they as company expect. They are sending a replacement toaster and just asked that I cut the electrical cord on the current one before disposal. I suspect that I got a "lemon" which can happen even in the best of companies. Very pleased with Black + Decker's response. We own a number of B+D products that we like very much, and this is the type of response that we would expect from a company that values its customers.