Complaints

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:07/24/2025

  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.

  Defect in the coating on a brand new never used pot. I submitted back on the 13th of June. Sent a followup email on the 19th of June. I only hot a reply telling g me to file a claim that I already have a claim number for. Warranty Claim *************. There is no number to call.

  Business Response

  Date: 07/28/2025

  Hi *******,
  
  Thank you for taking the time to share your experience. Were truly sorry for the confusion and any frustration caused.
  
  To clarify, since the pan you received had a defect and was never used, a warranty claim wasnt needed. In cases like this, you can always email us directly at ******************************** and well be happy to get a replacement sent out right away.
  
  That said, I looked into your order, which was placed through ******, and Im happy to confirm that your replacement is already on the way. While our expert Warranty team typically handles more in-depth troubleshooting, I completely understand how this process felt more complicated than it should have and Im really sorry for that.
  
  Thanks again for your patience. Were grateful to have you in the Caraway community and hope this next pan is a perfect fit.
  
  Warmly,
  The Caraway Team

  Customer Answer

  Date: 07/30/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/27/2025

  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.

  My Order was stolen and with a protection plan purchased they are not willing to do a refund. I am very unhappy even though that they said they will do a refund they are not doing the refund. And I am not willing to pay for something I have not received.

  Business Response

  Date: 05/27/2025

  Hi there,
  
  We really appreciate you bringing this to our attention, and were truly sorry for the frustration this situation has caused. We know how upsetting it is to not receive a package, and we want to assure you that your concern was taken seriously from the start.
  
  After reviewing your order, we confirmed that it was delivered to the secure address provided at checkout, and the delivery photo from *** matches the front of the property as shown on ****** Maps. Because of this, the protection plan is voided, and the order was flagged as consistent with known patterns of fraudulent claims, which blocks eligibility for a refund.
  
  Despite this, our team offered to send a full replacement and also shared next steps for filing a local report so the situation could be further investigated. We apologize for any confusion and are happy to resend that information or provide documentation to support your efforts.
  
  We appreciate your patience as we worked through this and remain committed to doing what we can to assist.
  
  Cheers,
  Caraway Home

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:
  
  Hello thank you for the email. I was not in town and I was not aware there was a response code that I had to follow up within 6 days. The code is *************** I would like to reopen this case as I am not happy with the outcome. I let caraway customer service know that I was not in the country and didn’t want the replacement. As I am back in town but don’t want the replacement. I found of from a friend that the cookware has aluminum and I don’t want it. If the company wants to send me a replacement, I will be happy to get the replacement with the signed delivery to me so I don’t have this issue again and I’m will to return it back because I don’t want their product. I have don’t my research and as they advertise that the cookware is safe but it contains aluminum and I don’t want it. Also, as they’re claiming that the protection package I purchased does not cover lost or stolen packages. I’m not sure why they’re offering because the picture doesn’t do justice and he was not handed to me. Maybe in such big orders they should require mandatory signature to customer. And not claim as the picture proves that I received the product. Also it states for lost and stolen packages and they are giving false information and selling a protection plan. It doesn’t state anywhere if the picture is provided in front of my house it does not cover. As lately this is a concern around the state that packages are being stolen and this is ridiculous that I have to go through this. Now, if they’re willing me to send me a package just because it’s a replacement and I’m gonna not want a package and send it back then I will want my refund because I don’t want their aluminum cookware. Thank you
  Sent from my iPhone 
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 06/23/2025

  Hi there,
  
  Thank you so much for reaching back out. I’m really sorry this has been such a frustrating experience. We always want to be as helpful and transparent as possible, and I want to walk through everything clearly so you know what happened and what’s available at this stage.
  
  After reviewing your order, we can confirm it was delivered to the address provided at checkout, and the UPS delivery photo matches the front of the property. We completely understand that you were traveling at the time and didn’t see the delivery in real time. That’s understandably stressful. We do share an estimated delivery window at checkout to help with planning, especially when it comes to safely receiving a package while away.
  
  As for the package protection, it does offer coverage for lost or stolen items in certain cases. In this situation, it does not apply because the item was scanned as delivered with photographic proof to the correct address. You can find the full protection terms here: ************************* These terms are set by Corso, the plan provider, and unfortunately we are not able to override their decision once a claim has been denied.
  
  We also understand you’ve since decided you no longer want the cookware, and we completely respect that. Just to clarify, our sets use a non-toxic ceramic coating with an aluminum core that is fully sealed and never touches your food. This is a common feature in many high-end cookware lines. That said, your order falls outside our standard return window, so we are not able to process a refund at this time.
  
  We’re grateful you took the time to share your thoughts and concerns, and we are always here if you have questions down the road. While we are not able to make an exception in this case, we truly value your feedback and appreciate you being part of the Caraway community.
  
  Respectfully,
  
  Caraway Home

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  
  [Your Answer Here]
  
  I don’t agree with what you said. As I have not received the package and I don’t want the replacement anymore. And if you want to send replacement I want to send it back for refund. I don’t want the aluminum coating and I don’t want to pay so much for something that is coated and aluminum under. I want my refund. And I don’t want your replacement. I didn’t personally receive this and you have no proof and the picture doesn’t say they handed it to me and I can’t do anything about it other than file a police report for a stollen package. 
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ******* ********
  
  

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service 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 caraway home on 3/14/23 for $430.57 and a baking set on 3/16/23 for $430.57. Caraway Homes claims that their cookware is nonstick, nontoxic, and easy to clean. And they offer a one-year warranty on all purchases. In less than a year, I have noticed several of the items with stuck on stains that were impossible to remove. I contacted the company with this issue on 10/14/23 and they directed me towards proper care and cleaning which I explained to them I have thoroughly followed from the beginning. After going back and forth with their customer service, they offered to send me a new saut pan to resolve the issue (which is now also chipped, burned, and unusable.)It has now been one year and five months after my purchase and the entire cookware set is now non-usable due to the amount of stains that will not come off causing food to burn and the toxic coating that is chipping off and getting into the food as I cook. The baking sheets that were included in the bakeware set are also stained causing damage to food while cooking. I believe that this company was misleading in their advertising claims and the product has failed to meet the standards as expected. I am requesting either a replacement with a completely stainless steel cookware set or a refund of the full purchase amount.

  Business Response

  Date: 03/12/2025

  Hi there,

  Thank you for reaching out and sharing your experience. We understand how frustrating this must be and want to help clarify a few key points.

  Caraway cookware is designed as a non-toxic alternative to traditional non-stick, made without PFAS, PTFE (Teflon), lead, or cadmium. To ensure safety, our cookware has been rigorously tested by third-party accredited labs to meet the highest standards. There are no toxic chemicals in our coating, and any chipping would not introduce harmful substances into food.
  
  Like all ceramic non-stick cookware, Caraway pans have a natural lifespan and are designed to last for years with proper care. When following our Care & Cleaning Guide, you should not experience chipping or issues that impact functionality. However, all non-stick coatings naturally wear with use over time. Proper cooking techniques, such as avoiding high heat, using non-metal utensils, and hand-washing, can significantly extend the lifespan of the coating.
  
  We also want to clarify that the staining and sticking you experienced are caused by oil polymerization, which happens when oils are heated beyond their smoke point. This process causes oils to ****** and create buildup on the surface, which can lead to staining, sticking, and reduced non-stick performance if not properly cleaned. This is not a defect but a natural part of cooking and applies to all cookware materials, including ceramic, stainless steel, and cast iron. Because this can often be easily cleaned and restored, we provide cleaning solutions first to help resolve the issue as quickly as possible. This allows you to restore your cookwares performance without the wait of a replacement or unnecessary disruption to your daily routine.
  
  We also noticed you mentioned similar staining concerns with your baking sheets. Like our ceramic cookware, our bakeware has a similar ceramic coating. This means that your bakeware too can experience oil buildup and discoloration over time, particularly when exposed to repeated high temperatures and/or overheating a low-smoke point oil. Proper cleaning and high-smoke point oils can help minimize staining and restore the surface.
  
  We understand that you expected a different level of performance, and we stand by our commitment to transparency in our product claims. Caraways cookware is designed to be naturally slick with proper care, but as with all non-stick materials, maintenance plays a key role in longevity.
  
  As you mentioned, we have previously provided a replacement outside of warranty as a courtesy as our one-year limited warranty covers manufacturing defects only and does not extend to issues that arise from regular use over time, including staining, chipping, or general wear.
  
  That said, we see that you recently reached out to our team, and rest assured, we will be following up with you directly to review the best next steps. While we do offer stainless steel cookware, which, like ceramic, requires proper care to prevent staining and sticking. If you would like to explore that option, we would be happy to discuss it further. Please keep an eye on your inbox, and we look forward to assisting you.

  Cheers, 

  Caraway Home

• Initial Complaint

  Date:02/26/2025

  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.

  Incomplete order #************** I did not receive one of the pans ordered. I have emailed without return, then called the customer service number that said to email or use chat function on website. Chat on website is a bot that only says hello what is your name no actual customer support.

  Business Response

  Date: 03/03/2025

  Hi ******,
  
  I appreciate you reaching out, and Im truly sorry for the frustration this has caused. I completely understand how disappointing it is to experience a delay and to feel like you arent getting the support you need. Thats never our intention, and I want to make sure we get this sorted out for you as smoothly as possible.
  
  Your Mini Fry Pan in Navy is currently delayed and is expected to ship by March 11, and I see that our team has been in touch multiple times to provide updates and share options to help make up for the wait.
  
  I also want to acknowledge your concerns about communication. We always strive to provide timely and helpful support, and I regret that this experience didnt feel as seamless as it should have. I can see that our team has been actively keeping you updated:
  February 14 & February 26 We proactively notified you via email about the delay.
  March 2 You reached out via live chat, and ***** provided an update and offered a 15% refund for the delay.
  March 3 Our team followed up via email, confirming the delay and sharing resolution options.
  March 5th & 6th Several follow-up emails were sent to check if you had reviewed the previous message.
  
  I completely understand how frustrating shipping delays can be, and I want to assure you that were here to help. If youd like to move forward with one of the options we previously shared, please feel free to reply to any of our emails at ********************************** love to assist in any way we can.
  
  Thank you for your patience, and please dont hesitate to reach out if theres anything else we can do to support you.
  
  Cheers,

  Caraway Home

• Initial Complaint

  Date:02/05/2025

  Type:Product 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.

  Order Number: *************** Item: KW-FS14-NVY 1xFood Storage Set Navy This set was purchased as a Christmas Gift.After Christmas, we were traveling and therefore this was not opened until a few weeks into January. When it was opened we saw that the lid to the largest container was broken - it was the side that was facing the outside edge of the packaging. I went back to the confirmation, and then to the website to get a replacement lid sent to me. I was shocked to see the only way to contact them was via a GENERIC email address. I sent an email - didn't get a confirmation to my email - waited two weeks and didn't hear anything back. I sent a second email - and still haven't heard anything back. Please help me to get in touch with them. I just need a replacement lid sent to me.

  Business Response

  Date: 02/05/2025

  Hi ******,

  Were so sorry for the trouble youve had reaching us and truly appreciate you bringing this to our attention. Once we were made aware of your issue on January 28, our team reached out on three separate occasions to confirm your shipping address so we could send a replacement lid, but we unfortunately did not receive a response.
  
  We completely understand that emails can sometimes get filtered into Spam or Promotions, and we sincerely apologize that you didnt receive our replies. Our messages were sent from ********************************* and were still eager to assist in getting this resolved for you.
  
  Please reach out to us at ********************************* and well be happy to finalize the details and get your replacement sent right away! Looking forward to getting this sorted for you.

  Cheers,

  Caraway Home

  Customer Answer

  Date: 02/06/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:01/15/2025

  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.

  This company couldnt meet shipping guarantees and I asked for a refund/return to be started the day they shipped out my items. They told me they couldnt process a return until I received it. Fine. When I finally got it, I asked them to process a return and never opened the box. I ordered 3 items and it came in one package. They sent 3 return labels. I replied that I would only be using 1 label as I didnt open it because I no longer needed the item since they were late in shipping it. I sent it back using 1 label. Now theyre trying to say I cant get a refund for 2 of the 3 items because the labels expired. Yet they have all 3 items back so keeping my money for that is theft.

  Business Response

  Date: 01/29/2025

  We appreciate you reaching out and the opportunity to clarify this situation. Our return portal generates individual labels for each item to ensure a smooth refund process, as detailed within our Return policy. Since all items were sent back using a single label and not properly attached, our system was unable to automatically register the additional items as returned.
  
  That said, as soon as we were made aware of this issue on January 12th, we quickly reviewed your return and processed your refund the same day to ensure everything was taken care of. We completely understand that mix-*** can happen, and we were happy to resolve this for you as soon as we were made aware.
  
  If you have any further questions, were always here to help. Thank you for giving us the opportunity to make this right!

• Initial Complaint

  Date:02/20/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 May of 2021 I purchased a pan set from this company for over $400. They were advertised as the best pans, being non stick. In November of 2023, 1 of the pans stopped being non stick. I contacted them about this in December of 2023, and they replied that the pans have only a 1 year warranty and to try soaking in a solution. That didn't work, so I contacted them again. They offered me 30% off another plan, but I feel and probably anybody else a pan set of this calibre should last, and all I wanted was 1 replacement pan.

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Caraway Home, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:12/04/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  They cancel orders which use their 10% coupon and they don't clearly disclose information about the "free" tea kettle, so you never receive one. I ordered the "free" tea kettle to match the bakeware I ordered and was charged $59 for, so I cancelled the order, and now they won't give me a new code.I was unaware that I was being charged because they require the credit card regardless of the type of teapot. **************** then emailed me a paragraph of detail including this information that was not included in either email I was initially sent about this promotion."This promo code can only be used once" does not mean, "we will not send you a new code if you make a mistake". I tried to look up the rest of my order and the order number did not work so I could not track the rest of my shipment until they emailed me the info.Also, I used the 10% coupon (that was shipped with my first order) on a subsequent order and then they canceled the 2nd order and refunded my card without explanation.So, I ordered again, now without the 10% coupon because it no longer worked, and that order was canceled again and refunded without explanation. I'm requesting a replacement for a new code for a free tea kettle. Note, they don't include a corporate headquarters address on their website or phone number.

• Initial Complaint

  Date:11/14/2023

  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 reached out to Caraway for a replacement server spoon. They stated they would provide as a one time courtesy and do follow up to ensure me of such. I have reached out to them several times with no response whatsoever. Its as if the agent lied to me. Here is this response. Cant understand why there is no follow through or no response On Monday, November 6, 2023, 1:07 PM "******** ** ******************* ************** ***** *** ** ******* **** *** ** **** ** ***** ** ******* **** ********************************* ********* *************** ********** ******** **** ********** ** *********** *** ***** ******** ** *** **** *********** ***** **** ****** ** * ******* **** ** *** **** *** ****** ***** ******* ****** *** ** * **** ******* *** ***** ****** ***** *** *** ******** **** ********* * ********* ***** *** *** ** ******** **** ** **** *** ** *** **** ***** ***** ******* *** *** ******** ** **** *********** ****** ** **** ***** *** * ****** ****** *** ***** **** **** **** **** *** ***** ******** ** ** ***** **** ******* ** ***** ** *** * ***** *** **** ********* ******* *** **** ***** ******** ** ********** ****** ***** ******** ** ***** ** *** **************************

  Business Response

  Date: 11/14/2023

  The client reached out to us after hosting a dinner party about a missing a spoon from her new Prep Set. She shared she received the full product, however, a spoon was either misplaced at home or stolen by a guest. Although not covered under our product warranty, and through no fault of our own, we offered to send a courtesy replacement once we receive a spare parts in our inventory. At this time Caraway does not have single items of this spoon. and Caraway offered to send a replacement when we received a stock of spare parts.Caraway has responded to the customer in less than 16 hours after each contact- and as promised will provide a courtesy replacement outside of warranty once we receive single items in our inventory. 

  2 hours prior to this complaint we had clear communication with the customer on expected timelines and she agreed to wait. 

  Customer Answer

  Date: 11/14/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/19/2023

  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 spent over $1200 on pots. One of them showed damage after the only first use. I followed all of the care instructions and ************* had an imperfection. I contacted Caraway to let them know and to activate my 1-year warranty but they went back on the warranty and tried to blame **** want a replacement pot under my warranty or I want a refund.

  Business Response

  Date: 10/20/2023

  Hello, 

  The customer reached out to us regarding a small, surface-level blemish on a cookware piece. Under warranty, we do not replace products for issues caused through usage, such as discoloration, staining, or scratching. (Please see our warranty details here: ************************************************). We mentioned this to the customer, as well as ensure them that there were no safety concerns with this type of damage. 

  Additionally, this order was placed on 8/20/23 and has surpassed the 30-day return period. We cannot accept a return at this point, nor facilitate a replacement under warranty. However, we are always willing to work with customers for alternative solutions where applicable. 

  Attached you will find correspondence between our management team and the customer in question. 

  Thank you!