ComplaintsforSwiss Gourmet USA

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our son purchased a pan for us from Swiss Diamond as a gift and it went bad 6 months after using it. They replaced the pan three times and are now REFUSING to replace it stating we used improper utensils in it. We NEVER use any utensils in it other than plastic or nylon/silicone and they are NAME BRAND utensils--Pampered Chef and Oxo Good Grips, we sent them pictures of the utensils as proof! We NEVER put it on heat at medium or above, it is ALWAYS washed in warm water with **** Dish soap and a soft cloth. The pan is ALWAYS stored in a cupboard after it is THOROUGHLY dried with it's lid on it and it is NEVER stacked. They are making FALSE statements by claiming I used improper utensils in this pan and are REFUSING to return my phone calls!!

  Business response

  10/11/2022

  To whom it may concern, 

  This email is in response to a complaint made by a customer on 9/29/2022. The scratch marks on the coating of the cookware in question are not due to manufacturing defects, therefore, as written in the use and care manual included with each product, this item will not be covered under warranty.

   

  Best regards,

  ***** *****

   

  Wholesale Support | Swiss Made Brands

  ************ Direct | ************ Main 

  200 - H ***************. *********, ** 28273

  *************************************

   

  Customer response

  10/12/2022

   
  Complaint: 18146168
  
  I am rejecting this response because:

  The marks in the bottom of the pan are NOT from any of our utensils as I included in the original complaint pictures of the ONLY utensils that are used. I spoke with a gal who worked in a store that sold the pans and she states this company is known for NOT standing behind their warranty and they accuse customers of damaging their pans on purpose, just as I was just accused of. They are making FALSE accusations and the marks ARE the manufacturers defects!!I will NOT be accused of ruining my pan!  When I called and spoke to a gal at this company originally, she REFUSED to discuss this. I want my money back and I will NEVER again by ANY of their products!!
  
  Sincerely,
  
  ******* And ***********************

  Business response

  10/20/2022

  The customer received a replacement item that was flawless without any scratch marks. Otherwise this item would have been returned and replaced when it was initially received. Scratch marks like the ones pictured in the provided photos are not manufacturing defects but an act of someone who has used either a fork, knife, or some other sharp edged utensil inside the cookware. It is clearly written in our use and care instructions that scratch marks are not covered under the warranty therefore we will not be refunding or replacing this item at this time. 

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