Warranty replacement of Unison 6 qt saucepan, 8" & 10" frying pans. Cannot reach someone at 800# to initiate return. It disconnects every time I call.
I purchase a Unison 10pc non-stick cookware set ($599.99) PLUS a 6 qt. Unison Sauté pan ($274.99) a few years back at Bed Bath and Beyond. Calphalon states that their cookware has a "full lifetime warranty." The sauté pan and the both the 8" and 10" frying pans both have lost their non-stick ability. They are discolored, and have no non-stick covering left on them. I take extremely good care of my cookware. Although it says that they are dishwasher safe, I have NEVER put them in the dishwasher, and carefully hand wash them with a non-abrasive sponge. Furthermore, I do not use metal utensils.
I have made every possible attempt to contact the company through the proper channels. Their 800# (800-809-7267) brings you to a series of prompts. When you press "8" to speak with a representative, your call is disconnected. Their initial recording, before prompting you to press a number says that returns can now be initiated on their website. NOT TRUE! Yes, you can register your purchase. But there is no option to initiate a return. I tried calling back and pressed another extension and was told I was #71 in line! They gave me the option for a call back, but never did call back.
When a consumer spends nearly $900 on cookware, they at least deserve some sort of customer support. I have all my receipts and would be happy to upload photos to support my claim. I bought their cookware, thinking that they would be a reputable company. Not so! Calphalon needs to stand by their warranty.
I would gladly just accept a replacement of the three Unison pans (6qt sauté, 8" and 10" frying pans). And if they are not willing to send me those, then I would happily pack up the entire set and request a refund of the $875 plus tax I've spent.
Thank you for taking the time to contact Calphalon. We truly appreciate your interest in our products and apologize for any inconvenience that you have experienced with your cookware. Calphalon will replace any item found defective in material or workmanship when put to normal household use and cared for according to the instructions. Minor imperfections, surface markings as a result of shipping, and slight color variations are normal. This excludes damage from misuse or abuse, such as improper cleaning, neglect, accident, alteration, metal utensil use, fire, theft, or use in a commercial establishment.
If the nonstick coating is worn on your cookware, you may send it to us for warranty evaluation and replacement. If the cookware has a cover(s), please keep the cover(s), as this will make shipping easier and less expensive.
The only form of contact we have for the customer is email. We have reached out to ask for the customers mailing address and contact number for full resolution. Upon approved inspection, we will replace any item that has material or workmanship errors under the warranty policy.
(The consumer indicated he/she DID NOT accept the response from the business.)
It took having to contact the BBB before getting any sort of response from Calphalon. Yes, I did receive an email with a shipping label to send the items back. But am I supposed to live without cookware during the weeks it takes them for "warranty determination?"
In the time it took to receive a response from Calphalon, I happened to be at Bed Bath & Beyond, looking into purchasing new cookware altogether. In speaking with a sales associate, I learned that the Unison line has been discontinued, and that they had a lot of returns on them. (No surprise there.) The sales associate told me that Bed Bath & Beyond stands behind everything they sell, and if I had the original receipts - which I do - that they would immediately refund me, and they will return the product to Calphalon.
Kudos to Bed Bath & Beyond for their great customer service. And shame on Calphalon for treating consumers the way they do, and not responding to them until a public complaint is made through the BBB! To state that they had no other means to contact me, other than through my email address that the BBB provided them with, is a complete lie. If they look through their records of phone calls that were supposed to be returned, emails that I've sent them, and online requests I've made, they would find plenty of options on how to contact me, as I provided my phone number, address and email address in all those cases. In addition to redesigning their faulty Unison line, they should consider redesigning their consumer relations department.
Luckily, consumers have the platform of the Better Business Bureau to voice their complaints and have them mediated. I appreciate your help.