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:08/13/2025

  Type:Order 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 filing this complaint regarding a Le Creuset magnetic knife block that arrived missing two essential screws. The product was purchased new and remained unopened until recently, at which time I discovered the missing parts. Despite multiple emails with their customer service representative, the only responses I have received are suggestions that I either find my own screws at a hardware store or return the entire product at my own expense. I have clearly explained that this is a manufacturing or quality control issue, yet the representative refuses to escalate the matter or offer a reasonable resolution. The repeated copy-and-paste replies are dismissive, ignore the facts I provided, and place all the burden on me to fix a problem caused by Le Creuset. I am requesting that Le Creuset either send the missing screws or find other alternatives that are reasonable to me. Evidence - Email Thread Highlights Aug 8, 2025 My Initial Report:I notified Le Creuset that my magnetic knife block was missing two essential screws straight out of the box. I made clear this was not my responsibility to fix and requested the missing parts be sent.Aug 8, 2025 Le Creuset Response (********* ********):Advised me to visit your local hardware store to find my own screws. No acknowledgment of fault or offer to send correct parts.Aug 12, 2025 My Follow-Up:Reiterated that this was a manufacturing or quality control failure and asked for escalation. I also explained I had moved to another state and returning the product at my own cost was unreasonable.Aug 12, 2025 Le Creuset Response (********* ********):Repeated that they do not have screws and suggested I return the product at my expense. No escalation provided, despite my request.Pattern of Issue:At no point has Le Creuset attempted to send the missing screws, offer a prepaid return, or escalate to a supervisor. The responses are nearly identical copy-and-paste messages that ignore the facts I provided.

  Business Response

  Date: 08/14/2025

  Hello ******, we apologize for how this claim was managed. We will be contacting you to provide you with a return authorization number and *** prepaid label for your item to be returned to us for a replacement. Please let us know if you need any other information or assistance. Thank you. 

• Initial Complaint

  Date:04/04/2025

  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 purchased the Heritage 4-piece Bakeware Set, color Agave, from Le Creuset on December 2, 2024. One of the casseroles in the set cracked after baking a recipe at 350 degrees. This falls under warranty. I filed a warranty claim online with Le Creuset. They refuse to replace the one casserole in the original color, because they say it is only available in a set. Most people buy Le Creuset in one of their many colors to start a collection of matching cookware. If I want the original color, I have to send back the entire set at my expense or just pick another color. Le Creuset is very heavy and requires lots of padding for shipping. Basically, it is more expensive to return the set than what the dish would cost. The cracked casserole is still in production and still available in that color. Le Creuset should replace the faulty item as their warranty states, instead of creating road blocks for the customer.

  Business Response

  Date: 04/22/2025

  Hello ****, we understand that you would like a replacement in the same style and size of casserole that you have but as we explained we do not have one available. Also, with warranty claims we do not guarantee styles and colors. I see that we have suggested a couple of options to you, that you return the complete set for a replacement. The other suggestion was that we send you the same size and style dish in another color or we could send you a different style casserole in the same color. Please let us know how you wish to proceed by either responding to support ticket number ****** or to the BBB. Thank you for your assistance.

• Initial Complaint

  Date:10/30/2024

  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.

  Warranty is useless. **************** is nonexistent. Below is a warranty process that yet needs a resolution:-9/19/24: Warranty claim submitted. After much back and forth, finally Le Creuset accepted the warranty claim. -10/1/24: My return was received, however, Le Creuset didn't bother to provide a replacement until I followed up on 10/3/24.-10/10/24: Received replacement, cracked and damaged. Le Creuset asked that I ship again! Mind you, nearly a month now! I was promised an expedited replacement -10/27/24: Le Creuset received the damaged product. Followed up, and no response.-10/29/24: Followed up, no response.-10/30/24: Le Creuset continues to ignore. I was falsely promised an expedited replacement, my attempts to reach customer service ignored, and there's no replacement in transit.

  Business Response

  Date: 11/06/2024

  Dear Fez, We understand your frustration and apologize for any inconvenience you have experienced. Please allow me a moment to clarify the timeline regarding your warranty claim and the replacement process. 
  

  We received your initial warranty claim on September 17 and responded on September 19, providing details about the issue. We agreed to replace the item,and we provided you with a courtesy *** prepaid label for the return. In our email with the return instructions, we mentioned that processing could take 7 to 10 business days after we received the item at our fulfillment center. We received your return on October 2, and it shipped out on October 4, and it was delivered on October 10.

  You notified us on 10/10 that the replacement arrived damaged. We replied on October 11 with information stating that we would create a new return for that item. You replied about visiting an authorized dealer instead. We provided that information to you and you replied for us to provide the shipping label, so that you could return the item. Unfortunately, we did not receive your response until after our business hours on October 11, which is why you did not hear back from us until October 14. 

  According to *** tracking number the item was not dropped off until October 19. We received it on October 28, and after it was processed by our ******************* your replacement was shipped on October 31 and delivered on November 4. 

  We understand how disappointing this has been for you, and I assure you that we value your time and trust. Please let us know how we can further assist you. Your satisfaction is important to us. Thank you. 

  Customer Answer

  Date: 11/06/2024

  [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,

  Fez *********

   

• Initial Complaint

  Date:03/26/2024

  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 placed an order for a dutch oven on Thursday, 3/21/23 for overnight delivery. Unfortunately, I am not in receipt of the package as it was stolen. We did our due diligence. I will provide a police report and visual evidence if it means receiving a replacement. I don't want the money back. Le Creuset was extremely unsympathetic. Why are these packages not sent with required signature?? People run out for errands or emergencies and can miss the delivery and just that fast, an expensive package is taken. Signature capture would have alleviated this entire situation. Again, I just am looking for a replacement WITH signature required, or have it sent to a drop off box to prevent this from happening again. This is in reference to order #********.

  Business Response

  Date: 03/27/2024

  Hello Saudia, we are sorry to hear of the problem you experienced with your delivery. There is really nothing we can assist you with for a package that was delivered. However, we have contacted *** to open an investigation to see if there is anything they can assist with. If you feel that the package was stolen, we suggest that you contact the local authorities to file a report with them.  Thank you.

  Customer Answer

  Date: 03/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21484572

  I am rejecting this response because:

   

  Another user was refunded due to a missing package. Whats the difference between our situation? Thanks for opening an investigation, however.

  Regards,

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

  Business Response

  Date: 03/28/2024

  Saudia, we understand your frustrations and I'm sorry to hear about the issues you're facing with your delivery. We followed up with *** on your behalf and they have informed us that the package was indeed delivered. It appears that your *** My Choice Account may have a specific policy in place regarding stolen deliveries. As per their guidelines, they may not be held responsible for stolen packages. Given the confirmation of delivery, we regret to inform you that we won't be able to issue a refund or replacement order. We recommend reaching out to the local authorities to file a complaint regarding the stolen package. Thank you for your patience and understanding. Best regards,

  Customer Answer

  Date: 03/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21484572

  I am rejecting this response because:

  That still doesnt answer why another user who complained here received a refund when they stated their package was nowhere to be found but listed as delivered.

  Regards,

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

• Initial Complaint

  Date:03/15/2024

  Type:Delivery 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 placed an order on ****** around *** *** and was given the option of overnight shipping (next day) for $***** which I chose. Package did not arrive until ******* which is obviously much slower than overnight. I would like a refund of the shipping charges since the delivery timeline was not met. I attempted to contact Le Creuset Customer service which directed me to a separate web page not presented at the time of purchase and outlined that overnight is * business day and since the item was purchased on a Friday morning the Monday arrival was within timeline. I pointed out that at the point of purchase all info given was that the extra change was for "Overnight (Next Day)" delivery and there was no caveat implying any different based on day of week. At this point no refund has been issued for the shipping cost yet.

  Business Response

  Date: 03/19/2024

  Hello *** ***** We understand the confusion regarding our expedited shipping
  as it only includes business days. If an order is placed on a Friday and is
  picked up by the shipping company the same day as in this case. We cannot
  guarantee that the shipping company will deliver on the weekend. We have
  processed a request for a refund for the shipping charge of $****** This
  process can take from * ** * business days to reflect with your financial
  institution. We apologize for any inconvenience that this might have caused
  you. Regards,

  Customer Answer

  Date: 03/19/2024

  [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:02/23/2024

  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 have many many Le Creuset but my Dutch oven I have it’s very upsetting it’s a Lemon the coating is coming off I have told emailed the compsny they told me it works you can still useit. No that’s not the correct answer you stand by your products especially as it’s not a cheap products I have never seen anything like it as I have many many Le Creuset items. I would like this compsny to do the right thing and replace this products it’s defective they sold me a defective product. I was **** by a store they sell their product to put in the complaint again as they dust care the first right they need to change their ways in hue they treat customers it’s terrible.

  Business Response

  Date: 02/23/2024

  Hello ****** if you would please provide your support ticket
  number that you received from us. We will then review the information and
  pictures so that we can better assist you. Thank you for your help. 

• Initial Complaint

  Date:01/31/2024

  Type:Sales and Advertising 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 dutch oven from Le Creuset on 10/28/23. We never received our order. Our order number is 02596241.After ordering, we checked the website constantly and kept an eye out for an email but they never told us that our order had shipped and they never sent us a tracking number. She checked her spam and trash folders. The website kept saying "We will send an email once your order has shipped". We assumed they were very backed up and tried to stay patient.Eventually, my wife started digging deeper and found a link to a tracking number at the very bottom of the webpage. Still no email. We found that the order had been delivered on 11/2/23 and we were never notified. Our building has package lockers that alert us about deliveries but sometimes carriers leave the packages on the floor, which means we don't get alerted that we have a package. We rely on shipping notifications and tracking numbers for these situations. We checked the room where the packages are delivered multiple times since we first put in the order and never saw it. Under "Shipping Policies" on Le Creuset's website, it states "Your shipment confirmation email will have tracking numbers for each shipment related to an order." Again, we received no such email or tracking number. We reached out to Le Creuset about this on 12/31/23 and they denied responsibility and have not refunded our money or resent the item.

  Customer Answer

  Date: 01/31/2024

  The company has finally responded to my inquiries and issued a refund for the item.

  I consider this issue resolved and would like to close this complaint ticket. Thank you for your time and attention to this matter. I think they definitely responded to the pressure.
  

  Business Response

  Date: 02/01/2024

  Hello ******, we are sorry for the delay in processing your refund for Sales Order ********. However, we reached out to you through support ticket number ****** earlier this week, letting you know that we have initiated the refund process. Please note that it may take approximately 7 to 10 business days for the refund to appear in your financial institution. We sincerely apologize for any inconvenience this may have caused you. Thank you for your understanding.

• Initial Complaint

  Date:01/04/2024

  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 placed an order on ******** for a dutch oven (order ********* and received the order on ****** Immediately upon opening the box I could clearly *ee the item i* defective, mi**ing a *mall piece of enamel on the lid. I checked the re*t of the pot for any i**ue* and there were none I could find. I don't believe the item wa* damaged in *hipping, there were no enamel chip* in the box. I emailed the company right away to a*k if I could be *ent a replacement lid, I took picture* of the i**ue and packaged the pot back in the box.
  
  I received an email on ****** a*king for picture* of the item in que*tion from different view* and I replied with picture* the *ame day. On 1/3 I received a re*po**e de*cribing the proce** by which the pot i* made and how each i* one of a kind and how pinhole* are part of the craft*ma**hip, etc. The re*po**e didn't apply to my i**ue at all. Thi* i* not about pinhole*, it'* a defective item. I re*ponded, again, that it'* clear thi* item i* defective and I would appreciate thi* matter be e*calated *o a return can be proce**ed.
  
  Thi* pot expe**ive, it'* *uppo*ed to be top of the line and i* *uppo*ed to have a lifetime warranty. I received a new item that i* clearly defective and the company doe* not want to take re*po**ibility. It'* a *mall defect but it'* at the edge of the enamel, I don't tru*t it won't wor*en with u*e. I paid for a new item and it feel* to me like the company i* playing game*. Thi* i* new, never u*ed item and I have no option to return thi* to a *tore. I am reaching out to the BBB now a* I don't tru*t LeCreu*et will *tand behind their product at all, ba*ed on their cu*tomer *ervice re*po**e.

  Business Response

  Date: 01/04/2024

  **** we *ee that you have been communicating with u* by
  email on *upport ticket number ******* It look* a* if you are returning the item
  to u* for a replacement. Plea*e let u* know if there i* any additional a**i*tance
  that you need or if thi* ha* been taken care of. Thank you.&*****

  Customer Answer

  Date: 01/10/2024

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia;">
  
  

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia; color: #ff0000;"><*pan *tyle="line-height: 150%; font-*ize: 10pt; font-weight: normal; font-family: Georgia;">[<*pan *tyle="font-family: Georgia;"><*pan *tyle="line-height: 150%; font-*ize: 10pt; color: #ff0000;">To a**i*t u* in bringing thi* matter to a clo*e, you mu*t give u* a rea*on why you are rejecting the re*po**e. If no rea*on i* received your complaint will be clo*ed <*pan *tyle="font-*ize: 10pt; font-family: Georgi** *erif; color: red;">Admini*tratively Re*olved<*trong><*pan *tyle="line-height: 150%; font-*ize: 10pt; font-weight: normal; font-family: Georgia;">]

  
  

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia;">&*****Complaint: <*trong>********

  
  

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia;">I am rejecting thi* re*po**e becau*e: Thi* information i* incorrect. I have *ent the item back for a refund and not a replacement. I wa* told the refund would be proce**ed once the item wa* received in their fulfillment center and I *hould have that refund in **** bu*ine** day*. Tracking *how* the item wa* received ye*terday, January 9th.&*****

  
  

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia;">Regard*,

  
  

  <*pan *tyle="font-family: Verdana; font-*ize: 13px;">*** ********

  
  

  <*pan *tyle="font-family: Verdana;">
  

  
  

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  Business Response

  Date: 01/16/2024

  Hello **** we apologize for
  the previou* me**age. We will be refunding your order a* *oon a* po**ible. We
  are checking with accounting now and once the refund ha* been proce**ed you
  will be notified. Thank you.

  Customer Answer

  Date: 01/22/2024

  I am *till waiting to receive a refund and therefore had not re*ponded to the la*t me**age. Not *ure why the complaint i* clo*ed if I'm *till waiting for the bu*ine** to re*olve the matter. When I la*t attempted to follow up with the bu*ine** directly the reiterated that it would take **** bu*ine** day* to refund the item received.&*****

• Initial Complaint

  Date:10/18/2023

  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 ordered a small Dutch oven from this company maybe a year or two ago. Recently I was washing it and realized the paint was chipping. I submitted a request for a warranty replacement. The company representative told me that my claim was denied because according to the pictures the damage was not a manufacturer's defect but damage caused by “dropped or something banged against it”. Now mind you I paid over $300 for this piece and almost all of the other pieces I have ordered from the company. Having said that, because they are so expensive I take very good care of my products to ensure they last. I have collected a lot of Le Creuset even though it’s expensive because of the lifetime warranty. Now they’re telling me they won’t honor one of their biggest selling points. This company needs to change the way they sell their lifetime warranty or get rid of it if they’re going to be looking for loopholes to get around fulfilling warranty claims. This is not a customer service friendly practice and poor treatment by a company that charges top dollar for the products their selling.

  Business Response

  Date: 10/18/2023

  Hello *** ********, I see that we contacted you yesterday about
  this, and we issued a *** number for you to return your item for a replacement.
  Did you not receive that email? The support reference number on the email was
  ***** and *** number to return your item is **********. Thank you,

  Customer Answer

  Date: 10/19/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:09/15/2023

  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 purchased a set of Le Creuset pots and pans from the outlet mall in **************** *********. I was told when I purchased them that the handles of the pots and pans would not get hot when cooking because they have rubber handles. When I started cooking with them I noticed that the handles do get hot to the point where you need to use oven mitts, Since they have a lifetime warranty I contacted Le Creuset to see what options I had. and Le Creuset is not wanting to stand behind their product. Le Creuset is saying to contact the store where I purchased them. But I do not live anywhere near the store where I purchased them and I should not contact the store since it is a corporate company. I have talked to two stores and they have said that the handles should get warm but not hot to the point where you need oven mitts

  Customer Answer

  Date: 09/19/2023

  The desired resolution we are looking for is a replacement pot of the 6 1/3qt that is covered under lifetime warranty. If that will fix the heating issue where the handle are getting hot when they are not supposed to. If that won't fix the issue then we would like a partial refund. 

  Business Response

  Date: 09/27/2023

  ***********************************, If you would please provide pictures of the cookware you purchased so that we can better assist you with your questions. Thank you

  Customer Answer

  Date: 10/09/2023

  Here are the photos as requested by Le Creuset