Complaints

This profile includes complaints for Lodge Cast Iron's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lodge Cast Iron

  204 E 5th St South Pittsburg, TN 37380-1563

• 

  Lodge Cast Iron

  220 E 3rd St South Pittsburg, TN 37380-1504

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:05/23/2025

  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.

  Item was returned to Lodge 05/16/2025 and I have never received a refund. Item was never used because it was too small. Sent back in original packaging at my cost per Lodges requirement. I have contacted them twice and only responds is “when they receive it a refund will be issued “

• Initial Complaint

  Date:03/24/2025

  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.

  Good afternoon I am reaching out do to a warranty issue. We have received a Dutch oven as a gift. I reached out to customer service about help please see the email chains from customer service about how they will not replace a damaged new product. This is a gift and was shipped to us . We have no receipt however product was still in the box
  
  *******,
  
  It appears as though this is a 5.5qt, we do not carry the 5.5qt dutch ovens here. This particular item would have been purchased from *******, therefore, you will need to reach out to the place of purchase to initiate a return for a replacement or a refund.
  
  *** * | Customer Care Associate
  *** **** *** ******* ***** ********** ** ***** * ** ************ ************ Understandable . However would lodge still not warranty a product that lodge makes regardless of were the product is sold? . As stated on the lodge made right warranty if the product arrives damaged in the packaging we’ll replace it . Which this one has
  The Made Right limited lifetime warranty covers normal household use—if your enameled cast iron chips, cracks, or is otherwise damaged during cooking, we’ll repair or replace it. If your cookware arrives damaged in its container, we’ll also repair or replace it.
  
  *******,
  
  We will replace if it was received damaged from us. This item was damaged in shipping from another retailer, therefore, that retailer will be responsible for replacing or refunding the product.
  It does not state in your made right warranty.
  As I copied from your website. It states if your product arrives damaged we will replace it . It doesn’t not state anyway it must be purchased from lodge !

  Business Response

  Date: 05/02/2025

  Response to BBB ID #********, Lodge Cast Iron Case #******
  Lodge Cast Iron

  Dear BBB Representative,

  Thank you for the opportunity to respond to the matter referenced above. Upon thorough review, Lodge Cast Iron has determined that the issue in question constitutes damage occurring post-manufacture, and not a result of any defect attributable to the manufacturing process. Accordingly, it does not fall within the scope of a manufacturing defect claim under Lodge Cast Iron’s warranty policy.

  As per standard procedure in such instances, customers are advised to return the product to the original retailer from which it was purchased. In this case, the item was obtained through *******. Lodge Cast Iron maintains a replacement and warranty agreement with *******, which allows for product exchange or replacement even in the absence of a receipt or proof of purchase.

  Should the customer experience any difficulty with the return or replacement process through *******, Lodge Cast Iron is prepared to assist in facilitating a resolution. Our commitment remains focused on ensuring that every customer receives a product that meets our high standards of quality and performance.

  Given the circumstances and the resolution channel in place, Lodge Cast Iron respectfully requests that this BBB case be considered resolved and formally closed.
  

  Sincerely,

  ******* ******
  Manager, Customer Care
  Lodge Cast Iron

  Customer Answer

  Date: 05/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We received the cast iron Dutch oven with a chip inside the bowl its self . The package was still sealed around the oven also . Please stand by your product and venders who sell your products 
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:07/29/2024

  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 contacted them multiple times it's been almost two months sense I made my order it hasn't even arrived at the shipping and they continued to send me a link to do a refund, how am I supposed to refund the item when I don't have the sku code it says I need ? Then they sent a replacement why can't I get a refund they have proof I haven't received it that they still have it o don't get why I can't just get my money back they didn't even respond to the first several emails I sent multiple

  Business Response

  Date: 08/15/2024

  This issue is referenced under Lodge Case #********.  Lodge apologies for the delayed response to this Case along with the poor customer experience we delivered.  Due to a system problem many of the email correspondences were "stuck" in our corporate SPAM system, which include the BBB notifications.  However, this Case should have been resolved on the initial contact.  The customer has been fully refunded for the Order as of July 26, 2024.  Additionally, a SR agent will contact the customer in hopes of improving the experience even more.

  Please close this BBB case.

  Thank you,

  ******* ******, Customer Care Manager
  

• Initial Complaint

  Date:12/07/2023

  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.

  An account using my email address (***********************) was created and subsequently and order was placed. I would like the company to immediately close the account and remove my email from their system.

  Business Response

  Date: 12/07/2023

  This active case is logged under Lodge Case: ********.  The case was received on 12/6 and was resolved per the customer's request on 12/7, and 1 business day turn around.  The account in no longer active and Lodge fraud detection systems caught the attempt to place an order and blocked.  No order was ever opened with Lodge by this account.
  

   

  Lodge considers this BBB case closed with no further action needed.

   

  Thank you,

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

  Manager, Customer Care
  

• Initial Complaint

  Date:02/06/2023

  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 Chef Collection 12 Inch Cast Iron Skillet $49.95 on 1-28-2022 ********* Product arrived in box that was tattered. Inside There was little protection for the skillet, one piece of brown crumpled paper. The handle was protruding through the package, skillet had a sand film on it and the handle was chipped and look like rust where it was chipped. Inside the skillet there a few dings also. I messaged customer support and received no reply. I then contacted customer support and was told I would need to provide proof with pictures that would be submitted to their QA department to analyze. I was then told I could return at my cost. I purchased a new product and it should have been professionally packaged to ensure protection, and should look like a new product that I paid for.

  Business Response

  Date: 02/14/2023

  Good morning,

  Referencing Lodge Cast Iron Case #********, which remains open.  Lodge compliance policy requires that a minimum of two photographs be included by the customer in order to receive and refund or replacement item.  One of photographs should show the company name/logo on the cookware and the other photo should show the damaged area.  We've explained this to the customer and it's a policy we can not break.  We're glad to continue working with the customer to resolve but the two photographs are required.  Lodge feels this BBB case should be closed with no additional information needed and again we'll continue to work with the customer to resolve.

  Thank you,

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

  Manager, Customer Care
  

  Customer Answer

  Date: 02/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My concerns were not addressed . I purchased a cast iron skillet and it arrived poorly packaged , with the handle sticking out of the box, resulting in various dings to the skillet and the skillet looking filthy. I purchased a new product and it should arrive in new condition . I called customer service and they stated I needed 3 photos and that their QA dept. would make a decision. 
  

  I am willing to send photos but my decision is that I am requesting a full refund. I can also provide photos of the damaged box and lacking of internal protective packing.

  I await a good faith response .

  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a lodge casserole dish last April. For my birthday. over the past few months , the interior has coating has developed areas of erosion, which increase every time the casserole is used. I cannot help but assume that some of this coating enters my food.
  food whenever I use the pot. I have followed all the instructions listed on the i formation sheet. I would like a refund or new pot

  Business Response

  Date: 02/01/2023

  Good morning.  In response to this case, Lodge Cast Iron has no record of this customer ever contacting us for assistance.  We've never had an opportunity to assist so it's hard to understand why this is a BBB case.  We have reached out to the customer via the contact email given and offered assistance.  Lodge Case # - ******** has been opened and we're waiting for the customer to respond.  Lodge feels no additional action is require on the BBB case.

   

  Thank you,

  Charley ******

  Customer Care Manager
  

• Initial Complaint

  Date:12/19/2022

  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 ordered a cook stand and paid for expedited shipping to get it in time for Christmas. I received a box with a shipping slip that said the item I ordered was enclosed. However, the item enclosed was a pot organizer. I took pictures of the organizer and the packing slip for Lodge. I first attempted online chat resolution but was told they were busy cooking and would be in touch by email or text. They did not get in touch. I called and was told they were busy and they would contact me later. They did not. I emailed them attaching the pictures and explained the problem. I got no response. I sent a follow up email and got no response. Today I got a response saying I had received the cook stand already (indicating no comprehension of the situation and probably not even read my emails), because I had not received the cook stand. I got a pot organizer instead. I responded that I needed to talk to the highest person in management who could resolve this issue.
  I then ordered the cook stand from another seller so I can get it before Christmas (and not pay expedited shipping).
  I want Lodge to reimburse me for the cost of the cooking stand plus the shipping $67.30.

  Business Response

  Date: 12/19/2022

  Good morning,

  This references Lodge Case #********, which is still an open case that we were working with the customer.  Lodge apologies for the shipping error and we are in the process of refunding the entire order dollar amount, including shipping.  We have logged the issue with our Distribution Center, Pick/Pack department for retraining purposes.  Lodge considers this BBB case closed, with no further action required.

   

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

  Manager, Customer Care
  

  Customer Answer

  Date: 12/19/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********