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 USA

  1 Boland Drive West Orange, NJ 07052

• 

  Groupe SEB North America

  424 Morganza Rd Canonsburg, PA 15317

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:03/28/2024

  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.

  In October, 2022, I filed a claim with All Clad for warranty service on a 13 x 20 griddle pan. The non stick surface was no longer working. Customer ********************** responded with this "reason" for not being applicable under the warranty terms. "The nonstick has been overheated. There is a residual build-up on the nonstick and discoloration associated with overheating." This response was inaccurate and I spoke to a represnetative who apologized about the above evaluation and agreed that it did not apply to my product, however, he still denied warranty coverage. I recently purchased a new pan and had a similar problem with the non stick coating. I received another similar response from customer **********************. " The pan has been well utilized, and looks worn in some areas. This is considered normal use and care and not covered under our Limited Lifetime Warranty. "Again, this is untrue- there is no evidince of being "well utilized". The pan still appears to be brand new and does not have any material "usage" wear and tear. I spoke to customer ********************** and they said "sorry it is due to wear and tear".My issue that I think needs to be addressed is the fact that the "front line" customer ********************** agents simply respond to the claim and deny it without any true basis for doing this. This should not have occurred twice to me with my warranty claims.

  Business Response

  Date: 04/15/2024

  We regret to hear that the consumer has experienced problems with his double burner griddle.  From the date of your purchase or delivery if later All-Clad Metalcrafters, warrants that any All-Clad cookware, cutlery, accessory or bakeware item purchased by you, the original purchaser, from All-Clad or an All-Clad authorized retailer will be free from defects in material, construction, or workmanship for the lifetime of the product under normal use and following care instructions.
  
  The normal warranty process is to have consumers send the cookware in for a warranty evaluation. In many cases, we are able to do a warranty evaluation via digital pictures.  Based on the digital picture the consumer sent, we were unable to identify any manufacturing defects. 
  
  Even though we cannot guarantee a different outcome, the consumer can send the pan in for a physical warranty evaluation.  If the consumer would like to send the pan in for a physical evaluation, we can issue a prepaid shipping label. 
  
  I suggest that the consumer send the pan in for evaluation.  The griddle is a popular pan that is rated highly.  It is currently rated 4.5 out of 5 on Amazon.com.  Many people use this pan for years without any issues as long as they are following the use and care instructions.   For the consumer to have experienced problems with three in the last four years, we would like to try to determine why he is having so many issues.
  
  Please let me know if he wants a prepaid shipping label.

• Initial Complaint

  Date:03/20/2024

  Type:Delivery 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 cookware set from AllClad. Order number ******** (also a replacement order 000631797)and Order number #********** The first order arrived defective -- there was discoloration in one of the pots, and also a chip in the side of the other -- I did not examine the 3rd thoroughly. I called AllClad, and they said this was defective, so they replaced the order (replacement ID ************ waited weeks before receiving my replacement pans. I received them, and I sent a message to All Clad indicating that there is a scratch in one of my pans (after use) and the other pan has marring and scratching (completely unused, untouched). I expressed my concern, and said I either want a replacement or a refund. They said they will not replace them... they said they will only have me "send these in for inspection." This is unacceptable. I ordered "new" pots, with the understanding (given the price) that these would be quality. They are not. All clad said I can return them for a restocking fee and a shipping fee -- but I want the full refund, given much of this issue is with a defective unused pot that they've already replaced. Please refund this order. I don't want a replacement at this point because I'm unhappy with the customer **********************. Also please note that I've been attempting to return this product well within the 45 days of the return policy, and dealing with AllClad representatives who are not resolving my issue.

  Business Response

  Date: 03/28/2024

  The consumers e-mails to us are not clear on what the problem with the cookware is and what resolution she wants.  We have attempted to reach the consumer via telephone to clarify some information.  We also sent an e-mail.  We have not heard back from the consumer. 
  
  The consumer had 2 different orders.
  
  Order #********** from February 11, 2024 was for 2 D3 Mini Casseroles.  The consumer returned them to us for a refund.  The refund was processed on March 23, 2024.
  
  The consumer had another order, order #********** from January 17th for a 5 piece set.  She had contacted us and stated that 2 of the pans were received with damage.  We entered an order to replace them and gave her a prepaid shipping label to ship the damaged ones back to us.  The replacement pans were delivered to the consumer on February 29th.    The damaged pans were received in our facility via
  *** Tracking number 1ZR1818V9073311329 on March 4th.
  
  The consumer then requested another replacement or refund but has not sent the pans in for an evaluation. The website clearly states If you are not completely satisfied with your purchase, products can be returned within 45 days of the delivery date for a full refund.  Products must be returned unused and in the original packaging in order to receive a full refund. If a product is found to be used from our inspection team, 30% of product cost will be withheld from the refund.
  
  If the consumer wants them replaced under the terms of the warranty, she needs to return them using the *** Shipping label that was sent to her.  The warranty covers defects in materials, construction and workmanship. It does not cover damages as a result of improper use and care.
  
  If the consumer wants a refund, then she should request a Return Authorization at *********************************************; The return policy can be found at **************************************
  
  Either way, the cookware needs to be sent back to us in order to get a refund or replacement (if a manufacturing defect)
  
  If you need any further information, please contact me.
  
  Regards,
  Pat
  
  

  Customer Answer

  Date: 03/28/2024

  
  Complaint: 21460865
  
  I am rejecting this response because:
  
  Order 1: this order was returned and refunded on basis of easily misleading photo advertising. The pot I recall being sent in the photo appeared far larger than the miniature pot(s) I received. 
  

  Order 2: I ordered a 3 pot set. It arrived defective. It was replaced. This pot I was sent as a replacement also arrived with stains/***** in the pot. This pot is unused  I was dealing with AllClad well within the return window with little to no responses. Now the return window has passed. I want the following:

  1. I want to return these pans and *not* send them in for inspection. Initially I wanted them replaced, but am completely unsatisfied with this customer **********************. Therefore, Id like to return these pans.

  2. As I explained: the pot I receive was unused and defective. Do you think it is fair to have originally denied me a replacement, and to now tell me that I can only return it for a 30% loss, when the pan arrived to me defective? I want to simply return these and be refunded on the bases of poor quality pans and customer ********************** .

  Regarding the contact attempts - I have received none. This is the first contact I have received - and it was only addressed after I reached out publicly on social media. Please continue all correspondence through this claim so that I can ensure I am effectively being contacted.

  Regards,
  
  *******************************

  Business Response

  Date: 04/02/2024

  Order #**********  - We regret to hear that the consumer thought the misleading photo.  Sometimes it is difficult to determine the size of a pan if you just look at the picture. The description of the pans state they are Mini Casseroles with lid 1 quart.  In the details it also states:The smaller capacity makes it perfect for side dishes, which can be served directly from the oven to table. This order was returned, and she was refunded.
  
  At this point, the consumer still has possession of the other order #********** from January 17th for a 5 piece set.  We had replaced 2 of the pans from the set previously.
  
  Since it was purchased as a set, if the consumer wants a refund, the entire set must be returned, unused in original packaging. 
  
  As we have advised the consumer previously, if the consumer wants a refund, then she should request a Return Authorization at *********************************************; The return policy can be found at **************************************
  
  Since it was delivered January 24th, there may be a problem requesting the return through the portal.  If there is a problem with the Return Authorization, the consumer should let us know that she is returning them.  We can extend the return window, as long as she sends the cookware back within the next 10 days (April 12, 2024).  After April 12, 2024, we will assume that the consumer has decided to keep the cookware.
  
  If you need any further information, please contact me.
  
  Regards,
  Pat

  Customer Answer

  Date: 04/04/2024

  
  Complaint: 21460865
  
  I do not have a refund in my account as of yet for the items I have returned  
  

  Please extend the return window for the 5 piece set and allow me to return these pans. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 04/04/2024

  As previously stated, we processed the refund for order #********** on March 23, 2024.  If the consumer does not see it, she should contact her bank.  If she has further questions about it, please contact us directly. It is probably best that financial information not be posted on here.

  As for the other order that she still has, the 45 day return date ended March 10, 2024.  We can accept the return, under the terms of the return policy, as long as it is received by April 15, 2024.  

  Any further questions, please let me know.
  

• Initial Complaint

  Date:03/01/2024

  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.

  The worst customer **********************. Returned my cookware for replacement under the class settlement lawsuit. Informed me that I elected the 50% discount for replacement, but stated I wonted a replacement set. No one ever returned my phone call. I waited weeks in between email communications. Sent all our cookware in and now Im SOL. Wont return my cookware and will never use this discount. Guess they made out and Im stuck holding no pot. DONT DO BUSINESS WITH THEM!!!

  Business Response

  Date: 03/07/2024

  We regret to hear that the consumer has had difficulties with the class action suit.    We retained a third-party Claims Administrator to handle the Class Action Suit.  They handled all submissions,contacts with the consumers, etc.
  
  The consumer mentions they only received a 50% off discount.  When the consumers filed for the Class Action Suit, they were given options and the consumer selected Option 3, which was to Receive a Future Purchase Credit of 50% off purchases up to a total purchase of $1,200 (up to a $600 value), for any products on All-Clads website.
  
  I am forwarding this complaint to the Claims Administrator for them to handle.

  Customer Answer

  Date: 03/07/2024

  
  Complaint: 21373762
  
  I am rejecting this response because: we either want our pots and pans returned, or have them replaced. Your explanation, or the third parties explanation of the settlement benefits were misleading and confusing. We thought we were getting replacements PLUS 50% off to use in the future for a limited time.

  No one from this third party has ever returned one phone call message we have left. Weeks and months of email communications with no resolve is also unacceptable. Are these people literally idiots?

  Regards,
  
  ******************

  Business Response

  Date: 03/15/2024

  I had forwarded this to our Third Part Administrator for their response is as follows:

  ******************,
  
  Please be advised you filed this complaint against All-Clad who is bound by the Settlement Agreement filed by the parties and also by all related Court Orders, thus we are required to abide by the agreed upon terms and must work with the Court appointed third-party Claims Administrator. Upon receipt of your correspondence, All-Clad forwarded your statements to the Claims Administrator for their response and direction on how to proceed. The Claims Administrator is a third-party who has no affiliation with All-Clad other than to administer this Settlement. That said, I forwarded your latest response to the Claims Administrator who provided the following:
  
  
  ******************,
  
  As the Court appointed Claims Administrator, we are unable to change the terms of the settlement and we are bound by all orders of the Court.
  
  We apologize you found the Notices and Claim Form confusing.  These documents were created by the parties and approved by the Court.
  
  The parties and Courts goal of the forms is to provide all the information in the simplest terms where possible.
  
  As these documents explain, if you wished to remain in the settlement and make a claim, you could have made a claim and chosen only ONE of the following benefit options summarized below for each piece of cookware:
  A1 Return your Cookware, and for each piece of cookware, receive a Like for Like replacement PLUS $75.
  A2.1 - Return your Cookware, and for each piece of cookware, receive a Hard Anodized (HA1) five-piece fry-pan set (SKU 2100122734).
  A2.2 - Return your Cookware, and for each piece of cookware, receive an Essentials Hard Anodized Nonstick thirteen-piece cookware set (SKU 2100120788).
  A3 - Return your Cookware, and for each piece of cookware, receive a Future Purchase Credit of 50% off purchases up to a total purchase of $1,200 (up to a $600 value), for any products on All-Clads website.
  B1 Provide a Proof of Purchase,and for each piece of cookware documented, receive a Future Purchase Credit of 35% off purchases, up to a total purchase of $750 (up to a $262.50 value), for any products on All-Clads website.
  
  You submitted a single Claim to represent your six (6) individual pans wherein you chose to receive the benefit option A3 (returning your cookware for a 50%future credit).  You returned six (6) pieces of cookware, and all six (6)pieces were approved as meeting the criteria of the settlement.  We then distributed your six (6) Future Purchase Credit codes as you initially claimed,and your claim was considered fully closed. 
  
  After receiving your chosen benefit, you stated that you did not want and would never use the codes but instead would like replacements; at which point, we as a courtesy reopened your closed claim and proceeded to void the codes and process all six (6) pieces as Option A1 (Like for Like replacement plus $75), which would total $450 (6 x $75 = $450) just as you requested.  At that point your claim was again considered closed.
  
  Now your position appears to have changed again in that you thought you were getting a like for like replacement with a 50% future purchase credit (a full A3 benefit plus a portion of Option A1 benefit).
  
  As discussed previously, this type of mix and match is not possible. According to the approved terms of the settlement, you may only select ONE (1) benefit option for each piece of cookware as we are unable to mix and match the benefit options for a single piece of cookware.  If you wish, you are able to select different options for different pieces of cookware.  Meaning two (2) pieces can be Option A1, one (1) piece can be Option A2.1, one (1) piece can be Option A2.2, and two (2) pieces can be Option A3; or of course any combination you chose that adds up to six (6) as you only have a total of 6 approved pieces of cookware.
  
  We would very much like to resolve this situation and close your claim for a third and final time.  Please provide us with the Court approved benefit option you would like for each of your pieces of approved cookware:
  
  To help with your selections, your returned/approved pieces of cookware are listed below:
  BD55108               Brushed D5 8 Fry pan                  (Quantity 1)
  BD55201.5           Brushed D5 1.5 Qt Saucepan        (Quantity 1)
  BD55403               Brushed D5 3 Qt **** pan          (Quantity 1)
  BD55508               Brushed D5 8 Qt Stockpot             (Quantity 1)
  BD55203               Brushed D5 3 Qt Saucepan           (Quantity 1)
  BD55110               Brushed D5 10 Fry pan                 (Quantity 1)

  Regards,

  Pat

   

  Customer Answer

  Date: 03/18/2024

  
  Complaint: 21373762
  
  I am rejecting this response because:

  Return the pots and pans we sent for replacement, or replace them. Its that easy.

  Regards,
  
  ******************

  Business Response

  Date: 03/21/2024

  We are making every attempt to resolve the consumers issue, but anything done in reference to the Class Action Suit must be done in accordance with the terms of the Class Action Suit. 

  The previous response said: 
  We would very much like to resolve this situation and close your claim for a third and final time. Please provide us with the Court approved benefit option you would like for each of your pieces of approved cookware:
  
  To help with your selections, your returned/approved pieces of cookware are listed below:
  BD55108              Brushed D5 8 Fry pan                 (Quantity 1)
  BD55201.5           Brushed D5 1.5 Qt Saucepan        (Quantity 1)
  BD55403              Brushed D5 3 Qt **** pan         (Quantity 1)
  BD55508              Brushed D5 8 Qt Stockpot             (Quantity 1)
  BD55203              Brushed D5 3 Qt Saucepan          (Quantity 1)
  BD55110              Brushed D5 10 Fry pan                (Quantity 1)
  
  In order to resolve the issue and send the consumer replacements, the consumer needs to tell The Court Appointed Administrator which option he would like to select for the above cookware.  He previously selected Option A3 when he completed the return, which is "Return your Cookware, and for each piece of cookware, receive a Future Purchase Credit of 50% off purchases up to a total purchase of $1,200 (up to a $600 value), for any products on All-Clads website."  Therefore, he was sent the codes for the 50% off.  
  
  If he would rather have the Like for Like replacements,he needs to put something in writing advising the Court Appointed Administrator that he would like to change it to the option that he now wants.  Even though they do not normally change the options, they have agreed to change it one final time.  The terms of the Settlement state they can select one of the following options for each piece of cookware.  If he wants to receive a Like for Like replacement pan for each piece of cookware, then he should select option A1.  Below are the options he can select from.  Designate one option for each of the pans listed above.
  A1 Return your Cookware, and for each piece of cookware, receive a Like for Like replacement PLUS $75.
  A2.1 - Return your Cookware, and for each piece of cookware, receive a Hard Anodized (HA1) five-piece fry-pan set (SKU 2100122734).
  A2.2 - Return your Cookware, and for each piece of cookware, receive an Essentials Hard Anodized Nonstick thirteen-piece cookware set (SKU 2100120788).
  A3 - Return your Cookware, and for each piece of cookware, receive a Future Purchase Credit of 50% off purchases up to a total purchase of $1,200 (up to a $600 value), for any products on All-Clads website.
  B1 Provide a Proof of Purchase, and for each piece of cookware documented,receive a Future Purchase Credit of 35% off purchases, up to a total purchase of $750 (up to a $262.50 value), for any products on All-Clads website.
  
  If the consumer needs further information, he needs to discuss his questions or concerns with the Court Appointed Administrator. 
  

  
  

• Initial Complaint

  Date:02/22/2024

  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.

  02/05/2024 I purchased a set of Stainless Steel pans for $382 from All-Clad, based in **. 3 pans and 2 lids. After using one of the pans for a few days it got a few spots inside that looked like the finish was worn off. I emailed them a complaint and they told me it was a use problem caused by me adding salt to water before it was boiling. Having paid over $100.00 per pan, I can't imagine having to treat a pan this delicately. I've been cooking for 45 years and never had a pan do this. Sounds ridiculous.

  Business Response

  Date: 03/07/2024

  We regret to hear that the consumer was not satisfied with the results of the warranty evaluation. All Clad warrants the cookware to be free of defects in materials, construction,and workmanship.  The warranty does not cover failures or damages as a result of improper use and care.
  
  Salt can react with any brand of stainless-steel cookware, particularly when it is added to water at the start of the cooking process rather than when the water is boiling.
  
  This is a form of corrosion and occurs due to the interaction of the chloride in salt, oxygen in water, and chromium in stainless steel.
  
  To avoid small white dots or pits from forming in your pan, bring liquids to a boil or wait until food starts to cook before adding salt. Pitting does not interfere with cooking performance but can diminish the beauty of your pans interior.
  
  If the consumer disagrees with the results of the warranty evaluation done via the pictures she sent, even though we cannot guarantee a different result, we can have the pan brought in for a physical warranty evaluation.
  

  Customer Answer

  Date: 03/09/2024

  
  Complaint: 21334906
  
  I am rejecting this response because:
  
  Salt is added to cooking food nearly 100% of the time. Salt is a necessity to life. I've had numerous pans in my lifetime and have never had salt corrode a pan until this. I've made home-made Play Dough which is half salt with no ill effects. If salt corrodes a pan there is something wrong with the pan. I had thought this brand was a quality item but got an inferior product. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/12/2024

  We are sorry to hear the consumer has rejected our response.  Pitting can be normal in stainless steel cookware regardless of the manufacturer. It is due to the properties of the salt and the stainless steel and is not a result of the manufacturing process.  Therefore, it is not a manufacturing defect.
  
  When cooking, salt should be added after the liquid and/or pan is hot.  This way it does not sit on the bottom of the pan and cause the pitting.
  
  In our previous response, we stated that if the consumer disagrees with the results of the warranty evaluation done via the pictures she sent, even though we cannot guarantee a different result, we can have the pan brought in for a physical warranty evaluation.  At this point, we are waiting for the consumer to advise us that they will send in the pan for the physical evaluation.   We would then issue a prepaid shipping label to send it in.

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a Made in ******* Rowenta iron on December 11, 2022 for $139. It started leaking and I contacted Rowenta. They emailed me a shipping label to send the iron for repair, which I did. The Rowenta reference/case number is #******** On 2/19/24 I received a Made in China lower Quality Rowenta iron back that retails for $69. I called Rowenta and was told that the iron could not be repaired and they send me a replacement and disposed of my original iron (without contacting me. I would have taken the same one back and dealt with the leak because the ****** made quality is very important to me)Bottom line: I send in an expensive ****** made iron and received a Chinese made, lower quality one (the feel of the plastic is cheaper and the iron still has water drops in the water chamber which indicated to me that it possibly is not even new but refurbished or used). I request an exchange for a higher quality iron, if possible made in *******. Thank you

  Business Response

  Date: 03/01/2024

  The consumer contacted us.  Since she was only slightly out of the warranty period, the agent gave her a prepaid shipping label to send the iron to the service center.  The service center was not able to repair the iron, so it was put through for a warranty replacement.
  
  The iron the consumer had was a DW7180 which was produced in *******.  The factory closed and we do not have any irons that are produced in *******.  No matter where our irons are produced, we hold the factories to the same standards.
  
  The reason the consumer saw water in the iron is because our irons are put through testing before being packaged and shipped to us.  Water is used in the testing, and there is no way to completely remove all water from the iron.  You may often see droplets in the water indicator or reservoir.
  
  We normally replace the DW7180 with the DW8360,which is the most comparable to the iron that she had based on quality and features.  We do not normally have any complaints about this being the replacement iron.  It has an MSRP of $99.  The iron is currently on sale on Amazon at 30% off, which is where the consumer got the $69 price.  When comparing irons, it is not accurate is you compare full price to sale price.
  
  If the consumer is not happy with the iron we sent her, we can send her a label to bring back the iron and then we can send her a DW9440, which is an upgrade in features, and is comparable in price. 
  

  Customer Answer

  Date: 03/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/13/2024

  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.

  Approximately 8 years ago, I purchased a set of the All-Clad non-stick pots and pans set from Bed, Bath, and Beyond. The salesman sold ** on the great warranty All-Clad offers on all the other competitor brands in the store. So, we decided to spend a little more on All-Clad vs. Caphalon because the pros outweighed the added cost and the "outstanding Lifetime Warranty" nonsense sold to us. My wife and I have always used non-stick cookware, and we have both damaged our cookware in the past using too high of heat, metal utensils, etc.; however, when purchasing a higher quality brand with the aforementioned "outstanding Lifetime Warranty" we switched to silicon or wooden utensils, we no longer stacked our cookware together, we chose to hang all of our All-Clad items to ensure they lasted a lifetime. We finally decided to reach out to All-Clad and take them up on their warranty because our pans have seen better days, they're used daily to cook our meals. There are chips and scratches within the non-stick surface, but as mentioned, we only use wooden or silicon utensils. The only items that we possess that are metal are our forks, spoons, knives, etc (FYI, we do not eat our meals directly from the cookware, we are civilized and use plates), and the grill utensils that I wouldn't dare use in my expensive cookware. So, in my contact, I was instructed to take pictures of the bottoms and the inside of the items in question. All-Clad requires a max **** of 25 MB in files, and the images I was attempting to send exceeded that. I decided to share a ****** Drive link, which they refused to look at. Instead, told me to send one image that doesn't exceed 25Mb. I did so and they quickly responded stating that the item's issues were not a result of their own, however, I obviously damaged them; essentially calling me a liar about how I care for my cookware. I called their CC, and informed them I was recording the call. The CC rep refused to speak to me and ended the call.

  Business Response

  Date: 03/11/2024

  I apologize for the delay.  I thought I had sent the response.
  
  We regret to hear that the consumer has experienced difficulties with his cookware. 
  
  We do not know how the employee of Bed Bath and Beyond portrayed the warranty, but the All ************ Lifetime warranty states:  From the date of your purchase or delivery if later in the ****, ****** or *********, All-Clad Metalcrafters, LLC ("All-Clad") warrants that any All-Clad cookware, cutlery, accessory or bakeware item purchased by you, the original purchaser, from All-Clad or an All-Clad authorized retailer will be free from defects in material,construction, or workmanship for the lifetime of the product under normal use and following care instructions.   The warranty does not cover damages, such as stains,discoloration, or scratches on the inside or outside of the pan.
  
  The warranty requires a warranty evaluation to validate the manufacturing defect. In many cases, we are able to complete the warranty evaluation via the digital pictures.  In some cases, we are not able to identify a manufacturing defect in the pictures and need the consumer to send the cookware in for a physical evaluation.
  
  We asked the consumer to send pictures of the cookware.  As the consumer himself stated, there are chips and scratches to the inside non-stick. They are also evident on the pictures the consumer sent us.  The consumer was advised that based on the pictures, we were unable to identify any manufacturing defect.  We sent an e-mail to the consumer offering to send the consumer a prepaid shipping label to send the cookware in for a physical evaluation.  We asked that he provide his physical shipping address so that we could issue the label.  We never received a response from the consumer.
  
  We can still offer to send the consumer a prepaid shipping label to send the cookware in for a physical evaluation.
  
  If you need any further information, please contact me.

• Initial Complaint

  Date:01/22/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 All Clad waffle maker in November 2019. After using it a few times, the "ready" beeper failed and began to beep on for the duration of use. I initiated a warranty claim, and on 7/1/2021 All Clad emailed to tell me they would send a prepaid return label via email. They did not, and when I inquired again they replied that they would send it via ***** On 8/4/2021, I replied to tell them that I had still not received it, and I never heard back from them. Yesterday we used the machine again (since All Clad never honored the warranty, I took this to mean they implied the appliance was safe), and the thermostat had failed. It scorched a waffle on the lowest setting, filling my kitchen with smoke, and when I picked up the unit to take it outside hot butter poured out all over my foot.This is not a safe appliance, and All Clad should have followed up promptly when they first had the opportunity.

  Business Response

  Date: 02/08/2024

  We regret to hear that the consumer has encountered a problem while using the waffle maker.
  
  The prepaid shipping label was issued via e-mail on July 21, 2021 for the waffle maker to go to one of our service centers.  The service center never received the waffle maker. 
  
  The next time we heard from the consumer he contacted us on January 21, **** stating that the waffle maker overheated.  We offered to bring it to our facility to have it inspected, but the consumer has said that he will not send it in unless we promise him a refund.
  
  Unfortunately, we could not promise any action without first inspecting the waffle maker.  *********** label was e-mailed to the consumer on January 22, ****. 
  
  The consumer did send in the waffler maker.  The engineer determined there was a defect. 
  
  Even though refunds are not part of the warranty, we were able to get an exception approved.  The refund is being processed and will be sent to the consumer.
  

  Customer Answer

  Date: 02/08/2024

  
  Complaint: 21180832
  
  I am rejecting this response because:
  

  The company is not telling the truth. I never received the mailing label by email or **** mail, and I have the full email chain to prove this.

  I have requested a written apology for negligent customer ********************** and a full refund of the original purchase price. So far I have received neither.
  
  Regards,
  
  *************************

  Business Response

  Date: 02/21/2024

  We regret to hear that the complaint was closed as unresolved. 
  
  The consumer received a label.  He sent the product in.  We got the results of the inspection which determined it was defective.  The normal warranty policy provides for repair or replacement.  As a courtesy, we advised the consumer we would refund him.
  
  Since the consumer did not purchase it through us, there is no way to process a credit card refund, which is the fastest way to process refunds.  Also, the consumer paid for it with *********** Rewards points.  There is no way for us to credit them. 
  
  Therefore, we advised the consumer that we would have to send him a check.  Since this is not normally permitted under the warranty, we had to go through an approval process in order to get the check request approved. The consumer was advised that it would take a little longer.  I explained this to the consumer in an e-mail and the consumer responded yesterday via e-mail:  Excellent - thanks! ****

  Customer Answer

  Date: 02/21/2024

  Better Business Bureau:

  
  I have reviewed the response made by the business in reference to complaint ID ********.

  The resolution is satisfactory, but the company still does not acknowledge that they did not send a return label in 2021 (either via email or ***** when I first alerted them to the defective appliance. I reached out multiple times then with no response, and it was only through badgering that they have taken steps to resolve the issue. My email history supports my claim, and to date I have no record of that original return label they say they sent.
  

  This is not an inconsequential point, as I received a nasty burn on my foot as a result of using the defective appliance. An apology for the lack of customer ********************** response in 2021 would be nice.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Krups **** Grinder model GX550 in July 2023. By October it had broken. I contacted Krups about a warranty repair and was assigned case #********. I sent the unit back to them and have not heard a peep since. I emailed on January 15 and got no response. I called on January 19 - at first a woman answered, confirmed the case number and seemed surprised that I hadn't received the unit back yet. She called it "unusual". She put me on hold, and I was disconnected within minutes. I called back and was left in a queue with no one picking up for a good 10 minutes. At this point, the service has been horrible and I don't have any desire to own this product anymore, repaired or not. I have NOT had it for longer than I had it! I would like a full refund of the purchase price plus tax.

  Business Response

  Date: 01/22/2024

  We apologize for the problem the consumer has encountered getting his coffee grinder repaired under the warranty and that his e-mail was not responded to in a timely manner.
  
  I spoke to the service center today.  When the grinder was delivered to them on November 1st, there was a problem with ordering the parts for the grinder.  They contacted the manager in charge of the spare parts, who contacted our ************** in ******.   The ************** in ****** did not e-mail him back until recently with the resolution for the problem.  I informed the service center not to order the parts because we are replacing it.
  
  We are unable to do refunds for products that were not purchased directly from us.  However, I have entered an order today to send a replacement to the consumer. 
  
  I apologize for combination of errors that resulted in the poor experience the consumer had with our Consumer Service team when attempting to have their grinder repaired under the terms of the warranty.  

  Customer Answer

  Date: 01/26/2024

  
  Complaint: 21168267
  
  I am rejecting this response because:
  
  It has been 5 business days since the business claimed they were sending a new unit, but I have not received anything. No physical product, no email advising of tracking information, and not even an email with an order number backing up what the response said. At this time, I do not believe they are sending a new item - I respectfully ask for some kind of proof that they are doing what they say, and a reasonable timeframe of when I may expect to receive the item. 
  
  Regards,
  
  *****************

  Business Response

  Date: 02/08/2024

  We regret to hear that the consumer is still not satisfied.   We responded to the complaint on January 22,**** stating that we would be replacing the Grinder.  When the consumer rejected our January 22 response on January 26, that was only 4 days after we said we were replacing it. 
  
  According to *** Tracking number 1ZX641W50308994126,it was delivered to the consumer on Saturday, January 27, ****, 5 days after we said we were replacing it.

  Customer Answer

  Date: 02/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************

• Initial Complaint

  Date:01/09/2024

  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 purchased a Rowan **** 2/18/23. I&#**;m aware that I am outside the 1 year warranty. This **** only lasted just over a year before it stopped working. I&#**;ve been calling their customer ********************** and they have gave me the run round since December 3,2033. I press the steam button and nothing comes out. This **** should have lasted more that 1 year considering that it was a high end ****.

  Business Response

  Date: 01/10/2024

  The consumer contacted us on December 18, 2023 stating his iron was not steaming.  The consumer e-mailed a copy of the receipt from Macys dated February 18, 2022.  Even though the Rowenta warranty is one year from the date of purchase or delivery, whichever is later, the agents will generally approve the warranty coverage when it is slightly beyond the terms of the warranty.  In this case, the iron was 10 months beyond the warranty expiration of February 28, 2023.  The consumer spoke to the Supervisor in the Customer ********************** Department yesterday and the Supervisor offered to cover it under the terms of the warranty this time as a one-time courtesy.  They e-mailed the consumer a prepaid shipping label to have it go to the service center for repair.

• Initial Complaint

  Date:11/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 13 piece essentials set from All-Clad and decided to upgrade to a better set. We sent back the set and have been provided only a partial credit claiming they are used, damaged, and scratched. However, the pans have never been used, never washed, and simply looked at. This is a ploy to squeeze money out of us and they will not provided proof. This is unethical and a horrible way of conducting business. If the pans were damaged in transit, that is not our fault.

  Business Response

  Date: 11/16/2023

  The consumer purchased an Essentials set. She requested the return through the website stating they ordered the wrong set. They were given the label to return it. The return policy on the website states Products must be returned unused and in the original packaging in order to receive a full refund.When received, it was not packaged properly and as a result, a lot of pieces were damaged. The receiver took pictures of how it was packaged and the numerous items that were damaged. When it was submitted for a refund, it was determined that the product had to all be discarded due to the damage incurred as a result of the product not being as originally packaged. When the consumer was advised and asked for the cookware to be sent back to her, the refund had already been issued and the cookware discarded. However, the agent could have sent her the pictures that were taken.I spoke to the On-line sales team, and we agreed, as a one-time courtesy, we will refund the consumer the full price, less the $19.95 for the shipping label. The refund should be issued within the next 5 business days.

  Customer Answer

  Date: 11/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************