ComplaintsforRena Ware International Inc

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a electric skillet about 30 years ago, it stopped working, I sent it to renaware for repair or replace since it has lifetime warranty. They did not replace or repaired it. They simply sent it back as non repairable. Why this is not covered under lifetime warranty?

  Customer response

  01/01/2024

  Received a call from a renaware representative and was asked to post some pictures. When I bought this many years ago, I paid a lot of money. It had lifetime warranty. Now that is broke they refuse to honor their commitment.

  

  Business response

  01/05/2024

  Hi **** - 

  Thank you for reaching out. I had my customer service team pull up some details from your account and it looks like you did send your skillet into our service center in ********** last year. Unfortunately, we don't have a lifetime warranty on our electric products. Our traditional, stainless steel cookware carries the lifetime warranty. The use and care manual that came with your product contains the details of the warranty and we haven't offered a lifetime warranty on the electric skillet. 

  I'm sorry your skillet isn't working any longer. Unfortunately, we don't even have the components for those skillets to sell for repair. I've authorized a 30% discount on any of our other products if you're like to take advantage of that. Please contact our customer service team and they can handle that for you if you choose. 

  
  Regards,

  
  *****

  Customer response

  01/23/2024

  This a response to ***** message. Thank you for the 30% discount. Unfortunately I do not do business with companies that fail to honor the warranty. In other words keep your junk. I will do business elsewhere.

  And thank you for nothing.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Como otros complaints my queja es que es imposible comunicarse con servicio al cliente, estoy tratando se ordenar remplazos de partes y no hay manera de comunicarme con algun representante, ya marque varias veces, ya deje mensaje, ya mande emails es como si evitaran tener que hacer valer las garantias de su producto.necesito ordenar handles y knobs, espero recibir ayuda por este medio. gracias

  

  Business response

  07/19/2023

  In my review of your customer records, I show that our team interacted with you in June and you placed an order for replacement handles and knobs.  I hope you've received your replacement parts. Sorry for any delay in responding. 

  Customer response

  07/19/2023

   
  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.
  They did contact by mail and then by a phone call and I was able to place my order,   BUT  it shouldn't be this difficult to get a hold of any customer service representative  .
  
  *********************

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have tried to contact the company via phone and email multiple times over the past 6 months without success. I have left voicemails and sent emails on their website, and yet have not received a reply. I am assisting my dad in obtaining replacements for his cookware. Both the 2 quart and 4 quart pans have warped on the bottom and one lid handle has broken. The pans have a lifetime warranty. Assistance in reaching the company to honor the warranty would be greatly appreciated.

  

  Business response

  06/07/2023

  Our representatives have reached out to you and are awaiting your response along with the return of the claimed items. Please respond to the email or ship the products as instructed. 

  Thank you

  Customer response

  06/13/2023

   
  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.
  
  The items needing replaced were shipped via *** on Monday, June 12th, 2023 and are expected to arrive at the facility (address provided by company) on June 16th, 2023.

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

• Initial Complaint

  02/16/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have made several attempts, emails, phone calls and even contacting the parent company in *********. All I want is replacement parts. I will even pay for them and pay to have them shipped. I just can't get anyone to help me.

  

  Business response

  03/06/2023

  Dear Sir - 

  I've had our customer service team contact you directly to help with your replacement part order. I did see a couple of phone calls, but couldn't track down any emails received from you. Our home office is in *****************, so we're happy to help you here. I'm sorry, you found our customer service team nonresponsive. Please contact our team at ************ with further questions. Leave a message and our customer service team will get back to you quickly. 

  Customer response

  03/07/2023

   
  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. ***************** contacted me by phone the next day, an order was submitted and the parts were under warranty and all I had to do was pay for shipping.  I appreciate the quick response and resolution to this matter, if there are any other issues I will contact the company in the US as requested.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This compliant is following on Jan 4. I was contacted by the ** and able to order the guaranteed k**** and thought the issue come to the end. However, the delivery content was incorrect. Again, I contacted the customer service by phone and email. No one contact me back. After 1 week, Im here again. I hope this is not the business model that I need to contact BBB to get a response from **** company.

  

  Business response

  01/25/2023

  We apologize for the lack of response to your message. After seeing your second message to the BBB, I deeply investigated the problem and found an issue with the technology in our phone system. You were correct and several of the messages left for our customer service department were not delivered appropriately and thus, were never followed up. Thank you for reaching out to us with this concern. I made sure that ******** contacted you immediately to correct the order you placed. If you have any further issues with your replacement parts, please email us at **************** and we will expedite your service. 

   

  Best regards,

  Customer response

  01/25/2023

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

• Initial Complaint

  01/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My compliant is very similar to others about the product replacement : K*** and handles. My rep disappeared so I emailed, called but no one responded to me. Called and was told there is no rep to take your call at this time. Emailed many times but w/o response. I just need some k**** and handles. Shouldn't be this hard.

  

  Business response

  01/06/2023

  Sorry, to hear about this experience. We were able to see that you contacted our web-bot and received a link to our order form for replacement parts. We also saw that you called but were unable to speak with one of our customer service representatives at the time you called. You can always leave a message and one of our reps will return your call and assist with your order. You should have received a call from ******** to resolve your request. 

  Thank you

  Customer response

  01/06/2023

   
  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.

   

  after I file the complain, one of the rep call me to place the order. I wish this is not the business model.

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

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom may concern,When you buy product from Rena Ware International, full lifetime warranty is given for they products by sales representatives and its contracts which includes free replacement for broken or damaged k**** and handles.I need replacement for 6 handles and 5 knobs, they broke. For the last 5 years I've trying to get in contact with them with not luck, but last month I decided to contact sales instead of customer service and **** answered, she told me that I need it to fill a form that she was going to email to request the k**** and handles, but never received such email with the form. After that I've tried to contact them but now not even billing answer my phone calls, apparently they are screening my phone number, I left messages but still nobody respond to them.I paid a high amount of money to have peace of mind and incredible that something very simple can't be resolve after 5 years.Someone should do something about this company because they are committing fraud, and for reading other complains apparently I'm not the only one having this problem, this shouldn't be happening in the USA.

  

  Business response

  12/09/2022

  ****************** - 

   

  We're sorry, you've had trouble connecting with us. Our records show that you reached out on two different occasions and we responded via email to your requests on November 14th and October 24th via email. Please check your junk email filter as it's possible our customer service email didn't reach your inbox. You should be looking for an email from ****************.  In case you're not able to locate it, please see the attached order form here. 

   

  We do value your business and hope you are able to order your replacement handles quickly. Please contact our **************** team if you have any issues. I've instructed them to quickly process your order as soon as they receive it. 

  
  Best regards,

  Rena Ware International
  

   

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When you buy products from Rena Ware International, sell representative and contract give lifetime full warranty that includes free replacement for handlers and knobs.I've been trying to get in contact with this company for last 5 years with no responds to my emails or phone messages.The only time someone answered the phone it was because I decided to dial sales department, **** answered my phone, very professional and she told me that I need it to fill a form that she was going to email me, I gave her my email address but never received such form or any email. That happens a month ago, since them I've been trying many times at all times to contact this company but apparently they have my number in a caller ID because always says that nobody is available to leave a message, I did but nobody answers me.This looks like a Scam because I paid a lot of money to have peace of mind with their warranty but I've NOT been able to use these cookware for years.I just need to replace 5 knots and 5 pairs of handles.Hope someone can do something or *** them for false advertisement and fraud in their contracts.

  

  Business response

  12/09/2022

  ****************** - 
  
  We're sorry, you've had trouble connecting with us. Our records show that you reached out on two different occasions and we responded via email to your requests on November 14th and October 24th via email. Please check your junk email filter as it's possible our customer service email didn't reach your inbox. You should be looking for an email from ****************.  In case you're not able to locate it, please see the attached order form here. 
  
  We do value your business and hope you are able to order your replacement handles quickly. Please contact our **************** team if you have any issues. I've instructed them to quickly process your order as soon as they receive it. 
  
  Best regards,
  Rena Ware International

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom it May ******** My name is ******. I was introduced to ***************** around June 2020. I met a woman by the name of ****** who was a friend of a friend and she was helping me with some house work and at the same time she was introduced to the ***************** company and was starting to sell their products. I had her over and she was showing me the brochure of ***************** and at the same time was on the phone with another rep trying to translate bc I know very little spanish and she does not know a lot of english-very few words. She was trying to explain to me that these pots were special bc you did not need to add oil to them for cooking and everything is cooked at a certain temp therefore claiming health benefits with this type of cooking method. I ended up getting on the phone with the gentleman (I can't remember his name) to make sure I was hearing the correct information and he just agreed backing up everything she was saying. There was no mention by either one of them a 3 day window period for refunds etc. and the contract I received was all in spanish bc that was the only type of form she was given by the company. I have a spanish signed contract on June 6th. They were trying to get me to buy a whole set for over $1000 claiming limited time sale but I really didn't need any more pots but continued to buy one from her for $336.35 and I honestly thought this would be a win win situation. I was helping out a friend and thought I would be receiving a quality product. Unfortunately, this was not the case. When my pot finally arrived I was excited to use it and followed all the directions "It is important that you wash your ***************** cookware before using it for the first time. Add 1/2 cup of vinegar to a sink full of hot soapy water, wash, rinse, and dry. This initial washing removes any traces of manufacturing oils or polishing compounds. Unwashed utensils may discolor during the initial use." I started with eggs what a mess they act its free I never signed fraud

  

  Business response

  08/26/2022

  ******************** - 

  I'm sorry to hear you're unhappy with your product. According to our records, you were contacted shortly after you agreed to the contract by a company representative who processed your order, verified your details, received authorization from you to process and reminded you of the three-day rescission period. In addition, up until recently, you have been making payments on your account, but you're now assigned to our collection department. Our customer service department has no record of you calling to seek assistance with your products or ask questions about your contract. It seems that your first attempt to avoid collections or get any kind of assistance was to contact the BBB. Stainless steel cookware is different from typical nonstick cookware and it does take some practice and instruction to get it right. We stand behind our products and we do have a lifetime warranty, but based on the portion of your statement that I could read, I'm not sure exactly sure if you don't like the product or you feel like you were cheated. We're happy to have our customer service team assist you if you would just call them. You can reach them at ************. 

   

  Best Regards,

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 1963 or 1964 I purchased a set of RenaWare pot and pans....I have been very happy with them until now..the frypan Handle disintegrated and unable to use safely...I requested that the pan be replaced...they would not..the agreement was a lifetime warranty...never having to replace the product...per web site...also ....in 1979 I had to have a pot replaced because of rusting along the seams..which they did...I recently brought an induction stove. This pot is not compatible because they replaced the original stainless steel pot with aluminum alloy and not compatible with my new stove...they refuse to replace this pot...they want to charge me almost $200 to replace these two pans...i believe a lifetime warranty is still valid and should be replaced free of charge per the agreement...thank you....your word should be good...

  

  Business response

  06/10/2022

  We have a lifetime warranty against manufacturer defects in our cookware products. We carry replacement knobs and handles as the stainless steel cookware often outlasts the materials that were used for the knobs and handles of our traditional sets. We delivered a replacement handle to this customer. In regards to the piece of cookware purchased in 1979 that doesn't work with our induction cooker, we didn't begin selling induction cookers until 2006 and our cookware was not built to be induction compatible prior to that time. We surely wish that we could use the knowledge of today to go back and build all of our products from the past, but that certainly isn't possible.  The stainless steel types and grades have changed over the years and improved with technology. In 1979, we weren't using the same technology to build our cookware as we are today. We've explained this to the customer, but she has refused to accept our explanation. Her cookware is free of manufacturer defects, but it must be used on an electric or gas cooktop. 

  Customer response

  06/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  there are two issues involved here and a gross spin of missed information in the reply...I will try to make this as simple as possible so that you understand the 2 different problems.... #1.the only pan that does NOT WORK ON THE CURRENT STOVE IS THE PAN THAT WAS REPLACED IN 1979...ALL OTHER PANS ARE COMPATIBLE.. #2...all of the pans except one sufferers.. FROM RUSTY COMPONENTS WHERE THE HANDLES ARE ATTACHED TO THE PAN...it is flaking rusty condition...one of the components has FALLEN off completely...... OFF COMPLETELY AND COULD NOT ATTACH A HANDLE AT ALL... Without THE REST OF THE COMPONENTS ON THE REST Of THE PANS Being. SO DETERATED I FEAR ATTACHING THE NEW HANDLES...THIS IS A SAFETY ISSUE..THE ONE PAN THAT IS IN VERY GOOD CONDITION IS HOW THEY ALL SHOULD LOOK...IF ONE PAN IS IN EXCELLENT CONDITION WHY ARE THE ALL OF THE REST OF THE PANS DETERATED? I SAY POOR WORKMANESHIP I USE ALL OF THE PANS ALL OF THE TIME SO ONE WAS NOT USED MORE THEN ANOTHER . This is a lifetime warranty of proof you speak of.... I do believe that I warrent a new set of pans and rightly so per your advertisements of lifetime pride of ownership.
  ****** *********

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