Complaints

This profile includes complaints for Groupe SEB USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Groupe SEB USA

  2199 Eden Rd Millville, NJ 08332-4060

• 

  Groupe SEB North America

  424 Morganza Rd Canonsburg, PA 15317

• 

  Groupe SEB USA

  1 Boland Drive West Orange, NJ 07052

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding an issue with a Rowenta iron I recently purchased. Shortly after beginning to use the product, I encountered several serious problems that raise significant safety concerns:1) The iron releases a strong, unpleasant odor when in use.2) The wiring appears to be faulty, occasionally causing sparks and electrical shortages.2) A visible light appears inside the iron, and on one occasion, it caused my circuit breaker to shut off for safety.These issues clearly indicate that the product may be unsafe. I contacted Rowenta to report the problem, and they asked me to send the iron in for inspection. After several weeks of waiting, I called to inquire about the status of my case. During that call, I was asked if I had the purchase receipt. I informed them that I did not, and they then stated that the unit showed normal wear and tear.I am very disappointed that Rowenta was willing to exchange the iron only if I could provide the receipt, yet classified the issue as normal wear and tear once I could not. This response is unacceptable, especially since the iron was recently purchased and only lightly used. A product in this condition should not exhibit such hazardous defects.Given the potential safety risks, I respectfully request that this matter be resolved promptlyeither by providing a safe replacement unit or by issuing a full refund.

  Business Response

  Date: 10/13/2025

  Good day,

  We regret learning of the consumer's stated issue with their iron.  Per the details available the consumer initially contacted Rowenta Consumer Services stating that their iron was tripping their circuit breaking and emanating an odor.  As a precaution we provided the consumer with a *** return label for them to send their iron to us for evaluation.  The consumer did send the iron into our quality team for review.  Our quality team noted that the iron in question was approximately four plus years old and that the electrical connection showed signs of wear and tear which could have attributed to the issues that the consumer initially advised of.  The warranty for Rowenta products is one year from the date of purchase and does not cover matters determined to be a result of wear and tear.   We advised the consumer that if they could provide a proof of purchase showing that the iron in question was within the warranty coverage period we could have the iron repaired as a matter of goodwill.  The consumer in this instance did not have a receipt and as a result the iron was returned to them as received.  

  The iron can be repaired however, it would be at the consumer's cost as the iron is considerably beyond the one-year warranty period.

  We regret any inconvenience.

  Customer Answer

  Date: 10/18/2025

  
  Complaint: 24001626
  
  I am rejecting this response because:

  
  I would like to express several concerns regarding the handling of this case.
  
  
  First, your response states that the iron was approximately four plus years old. This is not accurate the iron was not four years old at the time of failure. I ask that this incorrect assumption be corrected in your records, as it may have influenced the decision made.
  
  
  Second, when I contacted your customer ********************** team to inquire about the status of my case, I was told that the issue was classified as wear and tear and that I had only two options: to have the iron recycled or shipped back to me. At no point was repair mentioned as an option. Yet, in your written reply, I am now being told that the iron can be repaired at my expense. This inconsistency in communication is both confusing and disappointing.
  
  
  Lastly, the issue I reported the iron emitting a burning odor and tripping the circuit breaker is not a minor inconvenience. It is a serious electrical hazard that could have resulted in fire or injury. Safety concerns of this nature should not be dismissed as ordinary wear and tear, regardless of warranty timelines.
  
  
  I chose Rowenta for its reputation for quality and reliability. I expect that reputation to be reflected in how safety-related cases are handled. I respectfully request that this matter be reconsidered under product safety and consumer responsibility, and that a repair or replacement be offered as a goodwill measure, independent of warranty status.
  
  
  Thank you for your attention. I look forward to a fair resolution.
  
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:10/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a set of All Clad non stick pans on August 5th, 2025. We received the product within one week of the order. Approximately 4 weeks after receiving the items one of the pans has a small area where the teflon coating has peeled off and the area was rusted under the peeling area. When we noticed this my wife called and asked how we could return the items since they have already shown signs of poor craftsmanship. She sent in pictures of the item and from this picture alone they have said that we caused the damage. They do not have the item in there hands and they can not evaluate the cause of the problem. When asked how we can get this issue corrected we were informed that if we returned the items they would keep 30% of what we paid and that we would have to pay for return shipping. While I was on the phone with them the next day I was told the same things that my wife was told the day before. I was also called a liar and that there was no way it could possibly be a manufacturering defect. Again we still have the pan and they do not. There was no effort on their part or offer from them for us to send it in and have them actually look and see the damage to evaluate the item and see if it was a defect. They had already concluded it was user damage and no further action on their part would be done. I would like to recieve a phone call from someone who is higher up than their customer support staff and the customer support supervisor level.

  Business Response

  Date: 10/13/2025

  Good day,

  We regret learning of the consumer's stated issue.  Per the details available several attempts have been made to have the item in question sent in for evaluation as the consumer received the items in question nearly two months ago.  On October 9th I personally called and spoke with Mr. ******** regarding this matter.  Our return policy as is the case with most retailers that returns be received in a new, unused, undamaged, and originally packaged condition. Mr. ******* noted that the product may be defective.  I advised the consumer that per the images we received we could not directly determine the presence of a manufacturing defect, however, we could send a pre-paid label to have the product sent in for review. If a defect were determined we would handle the matter accordingly as was shared with the consumer.  Mr. ******** noted that he would not send the pan nor the set in and asked that we refund him.  I advised him that I could not offer a refund prior to his order being returned back to us and inspected to confirm the condition of the return. Mr. ******** responded that he would not return the order and that he would instead contact his bank, and his attorney. 

  As noted above we can provide a *** label for the consumer to send the subject pan in for warranty consideration.  However, if the consumer wants to return the set for a refund they can request an RMA via the All-Clad website at *********************************************; Returns generally are allowed within 45 days of the delivery date.

   

   

  Customer Answer

  Date: 10/13/2025

  
  Complaint: 23997891
  
  I am rejecting this response because:
  There was no offer made for them to send me a pre-paid return shipping label and I was told that from the pictures that it had already been determined it was user damage and that no further action would be taken at this time on their part.  If they provide a shipping label I will return the item. But I was told that I had to pay for return shipping since they determined it was user damage from the pictures.  
  
  
  Regards,
  
  *****/******* ********

  Business Response

  Date: 10/14/2025

  Good day,

  We do regret that the consumer was not completely satisfied with our response. However, as noted the consumer was advised that we could provide a *** return label for them to return their cookware for possible refund consideration.  We are not able to advise on an outcome at this time as we first have to receive the findings after the return has been received. If a defect is determined, we would handle and respond accordingly. If no defect is found, then we would handle the return within the terms and conditions of our written return policy as found at **************************************.

  We will submit a request to have *** email a return label.  We generally ask that the consumer allow one to two business days to receive the label via email.  The email containing the return label would be received from pkginfo@ups. 

  Thank you,

• Initial Complaint

  Date:09/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an espresso machine from Krups online. I followed their instructions by running water through the machine before making coffee. The machine didn't work as promised. I called to request a refund and they said "sorry, you used the machine, therefor we can't give you a refund". I asked how would anyone know their machine is faulty if they don't use it? I also said I didn't use it, it's an espresso machine, I didn't make espresso I ran water through it.

  Business Response

  Date: 09/22/2025

  Good day,

  We regret that the consumer experienced an issue with their recent Good Morning America Deals and Steals purchase.  Per the terms of the sales returns had to be received back in a new, unused, and originally packaged condition. Running water through the product would constitute use as we would not be able to put the product back into our inventory.

  Our records noted that the consumer contacted us and we advised her that she can return her order.  If the product was found by us to have an issue or defect she would receive a full refund. We are issuing her a return label later today for her use in sending the product to us.  If no defect is found it is possible that the item will be returned back to her as this would be consistent with the return policy.  We will await her return of the noted espresso machine and proceed accordingly based on our findings.

  Best regards,

  Customer Answer

  Date: 09/22/2025

  
  Complaint: 23910179
  
  I am rejecting this response because:  I don't want their espresso machine back I just want a refund.  I would rather not have to deal with Krups again, their policies are illogical and customer ********************** is almost non-existent.
  
  
  
  Regards,
  
  ******** ******

  Business Response

  Date: 09/24/2025

  Good day,

  
  As noted previously, we regret that the consumer experienced an issue with their recent Good Morning America Deals and Steals purchase. 

  Per the terms of the sales returns had to be received back in a new, unused, and originally packaged condition. Running water through the product would constitute use as we would not be able to put the product back into our inventory for retail purposes.

  As shared previously, our records indicated that the consumer contacted us, and we advised her that she can return her order. 

  If the product was found by us to have an issue or defect, she would receive a full refund.  A return label was issued to the consumer previously for her use in sending the product to us.  If no defect is found it is possible that the item could be returned back to the consumer.

  We will await her return of the noted espresso machine and proceed accordingly based on our findings.

  Best regards,

• Initial Complaint

  Date:08/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the T-Fal SW610062 Ez Clean Sandwich/Waffle Maker as a white elephant gift for a work Christmas in July event. When I opened the & unwrapped the Sandwich/Waffle Maker & went to open it the plastic closure was broken & cut my finger. I reached out to the Consumer Service department via phone so that they could replace the broken item. I was told by ****** that an email would be sent that I needed to respond to & provide photos some additional info. I responded to the email and provided photos of the box, the Sandwich/Waffle Maker, the broken parts as well as my ******, wounded finger. I had to resend the email with less photos because ****** bounced it back. I then followed up to make sure they received the email as well as the photos. ****** confirmed they did & asked for a receipt, which per my initial conversation with him I had advised I did not have one since this was a white elephant gift. I was just looking for a replacement of the damaged item. ****** came back & said they could not determine when it was purchased so I would have to contact the nearest service center for further steps on how to find a location. I then called and spoke with Giani and asked to speak with supervisor or complaint department & was told that it would take 1-2 business days for a response from a supervisor. The box was undamaged; they have the photos to prove that. The Sandwich/Waffle Maker is brand new, which can also be seen in the photos that were sent. They made no mention of the injury I sustained. I am beyond disappointed in their lack of customer ********************** & not standing behind their product. People need to be aware that this company DOES NOT stand behind their products, even the less expensive items. BUYER BEWARE

  Business Response

  Date: 08/11/2025

  Good day,

  We regretted learning of the consumer's stated issue with her T-Fal waffle/sandwich maker.  Per the details available the consumer contacted us stating that the handle to the aforementioned product was damaged. We asked for product details and images of the product so that we could best understand the issue.  In review of the details received the product was a product that T-Fal stopped manufacturing several years ago, in addition, the consumer's specific product was manufactured in ************************** consumer's possession six years old.  We asked the consumer for a receipt in an effort to see if the product was in warranty.  The consumer could not provide a receipt as they noted the item was a gift from her job.  We advised the consumer that unfortunately this would not be covered under the warranty as the product in question was significantly beyond the terms of the product's one year warranty. We did provide the consumer with the phone number of one of our repair service centers if they wanted to consider having the product repaired at their cost. 

  Without a receipt we are not able to determine where this product was acquired or the condition that it may have been sold in. Furthermore, we would not be able to ascertain when or where the stated damages to the product occurred during its six years of existence.

   

  Customer Answer

  Date: 08/11/2025

  
  Complaint: 23721549
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:I submitted a valid claim (#ALG0121290-2) under All-Clads D3/D5/LTD class action lawsuit after purchasing defective cookware in 2021. I submitted proof of purchase, serial numbers, and photos, and received a *** shipping label. However, I was asked to return my cookware before receiving replacements. Given the inconvenience of being without essential cookware, I requested a better solution. My request was denied, and All-Clad later closed the class action process without honoring my provisionally approved claim.I have repeatedly asked for a reasonable resolutionsuch as a replacement set or store creditbut All-Clad continues to recycle old responses, refuses to escalate the issue, and will not re-engage meaningfully. Ive also had to discard a previous set from the discontinued MC/MC2 line due to deep scarring and pitting. All-Clad is demonstrating poor customer care and ignoring long-time loyalty.I request that All-Clad replace the three defective pots identified in my claim, or provide a store credit of equal value.Desired Outcome:A full replacement of the three pots referenced in the claim (2QT, 4QT, and 7QT), or a store credit in equivalent value.

  Business Response

  Date: 07/17/2025

  Good day,

  We regret that Mr. **** has experienced any issue with his All-Clad cookware.  Per our records we advised the consumer that they could submit their cookware for warranty claim's evaluation processing and handling. 

  In review of the details noted in this claim Mr. **** has referenced a class action submission process that per the details noted in this BBB submission, he opted to not follow through with at the time when it was available to him to do so.

  While we would not be able to know what the outcome of the matter would have been, had Mr. **** opted to submit for the class action claim, as his submission could have possibly been denied; we can advise that the class action matter that was referenced was concluded and closed some time ago. 

  We are not able to retroactively apply the provisions noted in that class action matter as we for one, would not know if the consumer would have been awarded a provision, and secondly, as noted the matter was closed some time ago.

  However, as we had advised Mr. ***** he can still follow our warranty claim submission process and send his cookware in for warranty evaluation.  If a defect is determined after our evaluation the cookware would be replaced.  As we had shared with Mr. **** we would not be able to guarantee an outcome pending the completion of our warranty evaluation process. 

  If the consumer would like to submit for a warranty claim evaluation, we can provide him a pre-paid *** return label, however, any packaging, and like would be at the consumer's expense. 

  Thank you,

  Customer Answer

  Date: 07/17/2025

  
  Complaint: 23614871
  
  I am rejecting this response because:

  This is not a warranty dispute. It is a legal and contractual matter stemming from Claim #ALG0121290-2, which was provisionally approved under the All-Clad Metalcrafters class action settlement.
  I submitted all required materials: proof of purchase (2021), photographs of the defective rims, and serial numbers. I was issued a *** return label, which is only generated after a claim has passed initial inspection. I declined to send the cookware back without guaranteed replacement, citing the hardship of being without essential kitchen tools for a defect All-Clad was found legally responsible for.
  The businesss repeated deflections toward its warranty process are an attempt to reframe this as a customer ********************** issue. It is not. I fulfilled the requirements of the class action program. The only reason the process was not finalized is because All-Clad refused to accommodate a reasonable request replacement first, return after despite the known defect and their liability under court-approved terms.
  To be clear:
  I did not opt out of the class action.
  I submitted a valid, timely, and provisionally approved claim.
  I declined final submission only because All-Clad failed to guarantee restitution.
  I have included a PDF of photographic evidence in this submission titled:
  All_Clad_Cookware_Defect_Evidence_Neil_Kaye.pdf
  I request the BBB recognize that:
  All-Clad is mischaracterizing the nature of this dispute.
  This issue was not resolved through the class action due to All-Clad's obstruction, not my inaction.
  The cookware defects are clearly documented and meet the class action settlements definition of the sharp edge issue.
  Desired Resolution:
  Full replacement of the three cookware items (2QT, 4QT, 7QT) submitted under Claim #ALG0121290-2, or a store credit of equal value.
  Sincerely,
  **** ****
  
  

  Business Response

  Date: 07/18/2025

  Good day,

  We regret that Mr. **** has experienced any issue with his All-Clad cookware. As noted, previously this is a warranty issue at this point.

  Mr. **** opted to not follow the process as outlined in the class action matter.  He notes an approval that he received, which was only an approval for him to receive a return label to submit his cookware in as part of the class action matter for evaluation and validation of his claim.

  Mr. **** as noted in his submission to the BBB, did not submit his cookware for the aforementioned process and the class action matter has since been closed.  Neither he nor we can apply the provisions that would have been granted retroactively.  The class action is closed, and we cannot and will not be able make any provisions in that regard. He opted to not send his cookware in as he noted in his submission to the BBB.

  It is now up to Mr. **** if he would like to send his cookware in for warranty claim processing and handling. As shared yesterday, we have advised Mr. ***** that he can still follow our warranty claim submission process and send his cookware in for warranty evaluation. 

  If a defect is determined after our evaluation the cookware would be replaced. 

  If the consumer would like to submit for a warranty claim evaluation, we can provide him a pre-paid *** return label, however, any packaging, and like would be at the consumer's expense. 

  As we had shared with Mr. ***** we would not be able to guarantee an outcome pending the completion of our warranty evaluation process. 

  Thank you,

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On two different occasions I have purchased the same product [Rowenta Model DW 71806T/25, from the beginning both irons were leaking water, the product not being cheap at all, the cost of each one has been $200, contacting customer **********************, when explaining the situation the only interest was to sell me another product, they never showed interest in finding a solution, indicating to me that the only thing that interests the company is generating income regardless of the client, in my opinion the product is of poor quality and the professionalism of the customer ********************** department is horrible, they lack any empathy.

  Business Response

  Date: 05/19/2025

  Good day,

  We regret learning of the consumer's stated issue.  While there are no known quality issues with our products, we do make every effort to offer our consumers such as Ms. ****** a means to remedy their stated issue with the product.  In review of the case records the consumer contacted us in February of this year stating that the iron in question started leaking about a year or so after use and that she was disappointed in the warranty coverage period of one year.  The agent that Ms. ****** spoke with attempted to offer some base level trouble shooting as the issue could have been related to the type of water used, or to the general maintenance of the iron in that the iron may have needed to go through the self-cleaning process.   The consumer advised the agent that she wanted to escalate to a member of management.  I contacted the consumer and attempted to discuss some possible trouble shooting options, which Ms. ****** said she had attempted and still stated she had the issue with leaking.  I asked her if she could provide the manufacturing data from the iron as well as a copy of the proof of purchase so that we could determine if the product was possible under warranty.  The consumer stated to me that she did not have the receipt but did purchase it over a year ago, and that she could only provide the model number to me.  Based on the information available, the iron was found to be beyond the warranty coverage period, however, I offered to provide Ms. ****** with the contact information for an authorized repair center for possible repair consideration at her cost.  The consumer declined.

  If Ms. ****** can provide some detail that can help us identify her present warranty status we can then proceed accordingly, otherwise we would like to give her the information for a viable repair center if her product is not covered via the warranty.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an All Clad 13 piece essentials set for my mom as gift. These pots and pans are very dangerous . The non stick coating is also on the bottom causing them slip and slide all over the ******** mom almost burned herself and so did I the next day send a pot of boiling water off the stove . I used to be fan of all clad until my recent experience with customer ********************** and their new line of essentials. Completely unhelpful and insulting. They suggested I hold the pot with two hands. How can I stir the pot ?The website was misleading. This line of essentials pots and pans have non stick coating on the bottom of them . They dont show you this.They look like the other ha 1 or nx pro.I have the * 1 from a couple years ago its great. There is a metal plate on the bottom . This needs to be shown .They need to put a warning on this cheaper line of all clad essentials pots and pans saying they are more slippery on the bottom and could cause burns and spills potentially causing a fire or permanent harm.

  Business Response

  Date: 03/20/2025

  Good day,

  While there are no known quality or design issues with the All-Clad Hard Anodized Essentials line, we do regret learning that the consumer stated they experienced an issue while in use of the cookware.  Per the details available the consumer had contacted us yesterday regarding two orders they placed in January.  Per the details noted the consumer in error believed that our discontinued B1 line was exactly the same as the Essentials line with regards to the existence of a stainless-steel induction plate being present. The essentials line does not come with the aforementioned feature and never has and as a result is not induction stove compatible whereas the B1 series when it existed did.  A simple review of the product description details on our website does note that the product is not induction compatible.  For reference, please see ************************************************************************************ under product details.  

  The consumer further noted that the cookware was slipping off from his mother's stove.  While this is not a known issue, we did ask the consumer if the pans appeared to mis-formed, dented, etc. The consumer stated that the cookware was not damaged and asked if he could exchange for another product line.  We offered our regrets as we do not have an exchange process but could have the product come in for warranty consideration.  The consumer asked to elevate as they wanted to return the orders for a refund, however, the consumer was beyond the return window.   As per the consumer's request the matter was elevated and the consumer was advised that as a courtesy they could return the orders at their cost for shipping, however, the products had to be new, unused, and originally packaged.  The consumer noted that they no longer had the packaging and as a result we noted we would not be able to accept a return but advised the consumer that the issue at hand is not a defect and that they should maintain the control of any cookware by using "one" hand to hold the handle and cookware in place while stirring or manipulating the recipe with regards to turning or flipping food items. 

  If the consumer can return the cookware in its original packaging in a new, unused, and undamaged condition we as noted above could consider accepting a return. However, if the product is received in a used condition, we may assess a return used fee of 30%.

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an iron from them. When I received it and plugged it in it had a terrible smell. I immediately contacted them and they told me they would charge me 30% of my cost + shipping if I returned it. I have not returned it yet. They say that if I had read the fine print at the bottom of their web page under return policy I would have know that.

  Business Response

  Date: 12/19/2024

  Good morning,

  We regret learning that the consumer experienced an issue with their recent Rowenta order. Per the details available the consumer contacted us yesterday stating that they did not like the process for filling the tank with water and that the product had a smell.  The details regarding what the smell was specifically was not provided or specified. The consumer was advised that they can return the item for a refund however, there is a fee for our issuing a return label and if the product is not returned new, unused, undamaged, and originally packaged the consumer would be subject to a return used fee of 30%.  The aforementioned is documented in our terms of sale and *******************************************************

  With regards to the stated smell issue, new electrical appliances may give off an initial slightly burning smell at first use, but that will quickly dissipate and should not occur from that point forward.  

  At this point the consumer can return the order as noted and if our evaluation determines the presence of an actual defect then we would reconsider the application of the return used fee.  However, if no defect is found the consumer would be subject to the return used fee as the consumer did note use of the product during their contact with us.

  Thank you,

  Customer Answer

  Date: 12/19/2024

  
  Complaint: 22704323
  
  I am rejecting this response because: the iron was not used! I simply put some water in the tank and turned it on. As soon as I noticed the smell I turned it off. The sole plate only touched my ironing board cover. They consider the fact that I put some water in the tank and turned it on as a used product. 50+ dollars to restock it is absurd!
  
  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 12/20/2024

  Good morning,

  
  We regret that the consumer is not satisfied with our resolution.

  As noted yesterday, the consumer can return the item for a refund however, there is a fee for our issuing a return label and if the product is not returned new, unused, undamaged, and originally packaged the consumer would be subject to a return used fee of 30%. 

  If our evaluation group determines the presence of an actual defect, then we would reconsider the application of the return used fee.  However, if no defect is found the consumer would be subject to the return used fee as the consumer did note use of the product limited or otherwise during their contact with us.

  Thank you,

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Purchased a Rowenta Iron from Bed Bath and Beyond In *********, **. After a few months we bagan noticing the iron was leaking. By then Bed Bath and Beyond filed bankruptcy and was closed.I called the compand Rowenta and based on the date on my product(not a purchase date, but a manufactured dated) they say the warranty expired in 2022. Therefore, its past their one year warranty and cannot be replaced.I tried to explain this is a defective product and has damaged floor and you can see the water residue on the iron. But the person insisted its over the warranty. I feel the company should replace the iron. Thank you.

  Business Response

  Date: 08/19/2024

  Good morning.

  We regret learning of ************************* stated issue while in use of her Rowenta iron.  Per the details noted the consumer did not reach out to us until August ******* regarding her stated issue of the iron leaking. The consumer did not advise on specific purchase details with regards to having an available proof of purchase however, provided a manufacturing date from the year 2021 which at this point would put the product out of warranty.  If the consumer can provide us with a valid proof of purchase from within the past year we can confirm warranty coverage.  If a proof of purchase is not available, we can offer the consumer the option of purchasing a new iron at a reduced price. 

  Customer Answer

  Date: 08/19/2024

  
  Complaint: 22153257
  
  I am rejecting this response because: 

  I had called once before initially and was told that the company was not going to replace.  Not sure about the date but it was a year a so ago.

  Than I was informed by a friend I should call again as the leak also damaged the floor.   And was advised to write to BBB.

  A product that has production problem should be replaced.  The company offered to sell one at the price they sell outside.  I don't think that is acceptable.   

  I hope the company will consider that not only is the product defective, it has also damaged the floor.

  As I told them it was purchased at ******** AND BEYOND in *********, ***   The company went out of business.

  i dont have purshase receipt.

  Looking for  positive outcome.
  
  Regards,
  
  *************************

  Business Response

  Date: 08/19/2024

  Good afternoon,

  Per the details available we would not be able to determine that the issue was related to a manufacturing defect as the iron is noted as several years old.  Leaking can be a result of several facets to include water type used, temperature settings on the iron, as well as overall maintenance and upkeep of the iron by the end user.   Based on the details provided in this matter the consumer can consider pursuing the repair of the iron at their cost or as noted previously we can extend the option of selling a replacement product at a reduced price.  Unfortunately, there would not be any additional options available given the details.

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Rowenta Steam Iron from Target back in April, soon after I begin having issues with it. Water leaks from the retractable cord hole. This makes it a mess to use and empty, I reached out to the company and was told I needed to send it in for a repair that could take up to 2-3weeks. During this time I would be without an iron and they do not provide replacements. This policy is burdensome to the consumer.

  Business Response

  Date: 07/08/2024

  Good morning. We regret that the consumer is experiencing issues with their Rowenta iron.  As noted, our warranty provides for the repair of our products or a replacement if we determine that a repair is not feasible.  In review of the case records for the consumer, the issue she noted with regards to a possible leak would generally be considered something that could be corrected via a repair from one of our authorized repair centers.  The repair process on average takes approximately two weeks.  The aforementioned timeline could be less if parts are in house, however, if parts have to be ordered additional time may be needed.  Per the terms of our written warranty the repair option and timeline noted to the consumer is in line with the terms of our warranty.  We unfortunately do not offer a loaner or rental program during the repair phase.

  Customer Answer

  Date: 07/08/2024

  
  Complaint: 21912075
  
  I am rejecting this response because:
  
  It is unreasonable to be without use of a product for two weeks or longer. This causes unnecessary distress, as I use this product daily. While it does leak water after use, I am still able to iron my garments, if I did NOT have the iron I would be unable to iron altogether. Please advise of an alternative while my iron is being looked at? I do not have any additional methods to iron my clothes.
  
  Regards,
  
  ***********************

  Business Response

  Date: 07/11/2024

  Good afternoon.

  Again we do regret that ************ experienced any issue with her Rowenta product and appreciate her sharing her concerns.  Our warranty as noted is a repair-based warranty as we strive to be an environmentally conscious organization and look for means to avoid unnecessary waste disposal.  As such we generally will strive to repair products whenever possible as opposed to just disposing of them. There is not an alternative means to our warranty process as the subject product does need to be evaluated by an authorized repair technician.  We again would ask that the consumer consider the aforementioned and we on our end will make every effort to have her Rowenta product evaluated and processed for repair in as timely a manner as possible. 

  Customer Answer

  Date: 07/16/2024

  
  Complaint: 21912075
  
  I am rejecting this response because: I need to use an iron in the meantime. Is there a repair facility locally to my zip code of ***** that I can visit instead for repair? 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 07/16/2024

  Good day,

  The following is a link to our current service providers in ***************** *****************************************************************************************************************************;

  There presently are not any service providers located in **********, however, we do have several in the neighboring state of ********* 

  We do regret any possible inconvenience. 

  Customer Answer

  Date: 07/17/2024

  
  Complaint: 21912075
  
  I am rejecting this response because:
  

  The locations in ******** are about 27.9 miles away from me, will cost an average of 50 dollars and will take me over an hour drive to reach the repair location. This presents an extenuating situation, I, again will be similarly inconvenienced as if I was sending the Iron to repair facility by mail. This entire process has a left a negative feeling towards the brand and does not lean towards customer success. 
  
  
  Regards,
  
  ***********************