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:02/26/2025

  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.

  I am writing to formally lodge a complaint against KitchenCraft Cookware Company concerning their refusal to accept returns for products purchased under a sales agreement that does not stipulate any non-refundable terms.On January 5 and 8, 2025, I purchased a large cookware set for our house in ******** and a smaller cookware set for our house in ******* from KitchenCraft at a craft show in ******************, totaling $7,850.08 ($2413.65 for FL and $5436.43 For NY). I have kept the large set unused/unopened and have only used two pieces from the smaller set here in ******* to use here in our winter home. Given the significant investment made in these products, I have come to the conclusion that they do not meet my expectations in terms of quality and usability after watching videos and speaking to the sales chef *** ***** numerous times on the techniques of this type of cookware. Upon deciding to return these items, I reviewed the sales agreement and found no mention of a non-refundable policy. Despite this, I have contacted KitchenCraft multiple times via text and phone to request the return of these products for a full refund. Each time, I have been met with resistance and outright refusal to accept my return, which I find both frustrating and unacceptable. I was even able to speak with the Vice President of sales, **** *******, to no avail. The refusal to honor a return on these non-consumable items, especially when there is no clear policy outlined in the sales agreement, raises concerns about the company's business practices. I believe that consumers should have the right to return products that do not meet their expectations, particularly when substantial amounts of money are involved. .I need your assistance in this matter to ensure that KitchenCraft adheres to fair business practices and provides consumers the option to return products that are not satisfactory. I would appreciate any intervention your office can provide to resolve this issue,

  Business Response

  Date: 03/13/2025

  Good Morning, 

  This customer tried to contact us and told us that our sales representative was not honoring a return of his products. Upon further investigation, it appears that the customer, **** ****, was requesting to cancel his order and return his products outside of the window listed in our cancellation policy. I have listed our cancellation policy here:

  NOTICE OF CANCELLATION You may CANCEL this transaction, without any Penalty or Obligation, within THREE BUSINESS DAYS from date of transaction. If you cancel, any property traded in, any payments made by you under the contract or sale, and any negotiable instrument executed by you will be returned within TEN BUSINESS DAYS following receipt by the seller of your cancellation notice, and any security interest arising out of the transaction will be cancelled. If you cancel, you must make available to the seller at your residence, in substantially as good condition as when received, any goods delivered to you under this contract or sale, or you may, if you wish, comply with the instructions of the seller regarding the return shipment of the goods at the sellers expense and risk. If you do make the goods available to the seller and the seller does not pick them up within 20 days of the date of your Notice of Cancellation, you may retain or dispose of the goods without any further obligation. ***** failed to make the goods available to the seller, or if you agree to return the goods to the seller and fail to do so, then you remain liable forperformance of all obligations under the contract. To cancel this transaction, mail a signed and dated copy of this Cancellation Notice or anyother written notice to Kitchen Craft ***************** *************************************** NOT LATER THAN MIDNIGHT OF DATEOF CANCELLATION. If the cookware arrives damaged, used and is not in its original packaging, a restocking fee of 15% will apply.

   

  This cancellation policy is outlined on the back of the order form completed by **** ****, which he signed. He then called to order an additional set and provided the last four digits of his SS in order to confirm his purchase since he was not physically present to sign. Both order forms for **** are attached, as well as a blank version of our order form which shows both front and back sides of the page. 

  We did offer council, and our representative who made the sale even offered to perform an in-home dinner party for Mr. **** in order to assist with learning how to use the cookware. We have offered endless resources but unfortunately Mr. **** is not interested, and would only like a refund which is not possible per our terms. 

   

  We are still happy to assist Mr. **** with learning to use his cookware, or speaking to his wife directly, who he said does the cooking. He is not eligible for cancellation and refund due to not holding to the terms outlined in the order form he signed. 

  Customer Answer

  Date: 03/23/2025

  Why can they get away with not responding??  This is a BAD action and needs to affect their BBB rating 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 22991573
  
  I am rejecting this response because: I could NOT cancel the transaction within 3 days because I did not receive the products for over a week.  I tried to get help from the sales person but was still dissatisfied with the products.  I then contacted the sales office but was dragged out for 2 weeks before being told that I'm stuck with the product.  Nowhere does it say that there is a NO REtURN policy, ONLY said cancellation of order within 3 days which basically states there are NO RETURNS once you receive the product.

  This is unfair business practice
  
  Sincerely,
  
  **** Dash

• Initial Complaint

  Date:08/02/2024

  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.

  Paid cookware off on July 22nd.Called company exactly one wk later. Told by *** they couldnt find our final payment made. Never received call from them. Spoke to ***** and ***** who both told us we would get a call by Thursday 8/1 with tracking. Can not get ahold of them now and still have no tracking info. Now we have no pots and pans and are out do our money .Id like for pots and pans to be delivered with extra free add ons , or a partial refund, being we paid in 7/22 and here it is 8/2 and we still have no info or no help on the issue.

  Business Response

  Date: 08/06/2024

  Thank you for bringing this to our attention. 

  **************** is absolutely correct, and the good news is that his cookware is out for delivery today.  I have provided the tracking information below. 

  UPS tracking number: 1ZB351250319688945 

  We very much strive for excellence and pride ourselves in outstanding customer service.  A glitch in a new system caused a delay in getting this to the customer in a timely basis.  While this is no excuse, I am happy to share that it has been corrected. 

  I will reach out to **************** to confirm he received his order and to offer him a special thank you gift for his patience.  

  Please feel free to contact me with any questions or additional concerns you may have. 

  Kindly,

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

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

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22083979
  
  I am rejecting this response because:
  I did receive part of my order. I only received half of my order. 
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/12/2024

  Business

  Most Recent Message

  Date Sent: 8/8/2024 11:13:30 AM
  

  Good Morning,

  Our team at Kitchen Craft is working very hard to resolve this and it is our #1 goal to provide the customer with the correct order in a timely manner.  There was a shipping error from the factory that the factory manager in ** is personally managing.  He has reached out directly to **************** to inform him of exactly what is being done to correct this to include his personal contact information.   The missing package has been shipped as well as his extra piece of cookware and is scheduled to arrive on Monday (see below) 

  Hi ***** & *************************,
  
  I am very sorry about your cookware order not coming to you correctly.  I investigated your order and found out that your 11-piece classic set was never shipped out.  The Classic Set is part of the Deluxe Set that you ordered.  I am sending out your Classic Set and a Mini Pan to help with your frustrations.  The order is shipping out today with *** tracking number, 1ZB351250318186300.  Please accept my apologies for this inconvenience.  I received an updated email from *** and check the tracking number, and you should receive the rest of your cookware on Monday, August 12th.  Feel free to contact me if I can assist you in any way.
  
  Thanks,
  *****************
  Americraft Cookware
  Manufacturing Engineer
  P: ************

  I cannot emphasize enough that our only goal is to provide excellence in service and product to all of our customers and we will follow up with **************** to ensure he has received all the items he has ordered.    

  Please let me know if you need any additional information regarding this complaint.  

  Kindly,

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

   ************

   

• Initial Complaint

  Date:02/06/2024

  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.

  When we went to the kitchen, craft show on 11/26 of 2023 We were told By our representative cab that These pots and pants We're supposed to provide us with a healthier clean lifestyle.That these pots and pans were made from surgical steel and are easy. Clean up just throw a towel in and clean up the bottom while it's still hot. My husband and I made our First payment that day Of $864.19 Which turned out that they put down as a deposit not our first payment without our knowledge. So without them, letting us know they changed the date on witch they would come out eatch month and the price we expected to come out was different as well. This was the first thing to upset my husband and I as we are on a pretty fixed income and had planed our lifestyle around when the payments could come out. As anyone else would. When we finally got our pots and pans and I started to use them. I noticed that cleaning wasn't as he had shown and advertised to us. I was told multiple ti'm that they have a lifetime warranty and they are proud to stand by that. Unfortunately , I soon found out that that they just run their customers around and around in circles. They are now asking me to buy more cleaner to leave overnight In plastic bags and take apart my cookware. That they will not move forward until I do so. I have shown them that I have tried cleaning them multiple different ways and even bought other products to get them clean. I've been in contact with 1 representative who has consistently told me she has to speak to her manager to find out things and then doesn't get back to me I have to reach out to them. I've reached out to Kab the first representative and he hasn't even responded. My husband and I are mad at this point and want to return our products and get our money back. To go else where. PLEASE HELP. Thank you.

  Business Response

  Date: 02/26/2024

  We have multiple text screen clips/documents that we can send, however it caps off sending documents at 5, please reach out to ********************* at ***************************

  Business Response

  Date: 02/26/2024

  We have multiple text screen clips/documents that we can send, however it caps off sending documents at 5, please reach out to ********************* at ***************************

  Business Response

  Date: 03/06/2024

  Please see attachments provided *

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21249762
  
  I am rejecting this response because: Their response was not even an attemt to a resolution.. I already sent in everything that their response had ... I have everuthing they do. I have the same screenshots of the same conversations. 

  The products I bought weren't sent to me in that 3 day window and they onow that thats exsactly why they make their window 3DAYS bc in what world is that Feasible AND they dont even work the way they where advertised and sold to me! They know that to.

  So for a company to not offer to even remotely come to a solution just shows they know what they are selling is a scam and they aren't actually proud of their products and NEITHER AM I. Which is why I want some sort of agreement or resolution not just past conversations that we all have seen now multiple times. 
  
  Sincerely,
  Kayleigh/*******************************

  Business Response

  Date: 05/13/2024

  Good Afternoon,

  Our customer service representative spoke to this customer extensively attempting to help her resolve her issue with the pots and pans, and did everything she was instructed to. We have a strict cancellation and return policy, and we do honor a lifetime warranty when the issue is with the product itself. Every communication we received and photo shows that the issue is from improper usage and it appears there should be no issue with cleaning the items. 

  I have had a customer who accidentally left her food cooking for 3 hours while she left for a yoga class and insists our cookware saved her home. She sent pictures of the burned product and how it looked after she finished cleaning it. This customer should be able to clean this ********************** and we are not able to issue a refund for her order when the cookware is used, and after our cancellation date. We also will not replace the items because the item itself is not defective, only used and cleaned improperly. 

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21249762
  
  I am rejecting this response because: there is STILL no resolution. They claim someone else left theirs on for 3 hours and got theirs clean? Then why did mine not clean up when I did exactly as instructed every time they asked. And their "lifetime warranty" doesn't cover their items then to me thats false advertisement and i can go ahead and start the process of suing them if they can't help find a resolution im sure that the courts can.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/5/2023 I went to a home expo show where ******* ***** had a booth with their products set up with a rep who demonstrated the products. I was impressed and bought/ordered one pan with lid. I opted for the 3 month flex pay, was given a total of 312.70 with 50 down and 3 payments of approximately 87.57. Kathy (the rep) told me I would have the product by the end of the week, 3/5 was a Sunday. By the weekend I had no product. On 3/13 (Mon) Kathy txt me she wrote the order wrong and wanted my ok for the new calculation for $50 down and first payment $72 then 2 more payments of $71. I gave the ok and she said order will ship today. On Mon 3/20 still no delivery of product, I txt Kathy and she apologized and said something slipped through the cracks with her order. On 3/23 Kathy txt and said order was finally processed. At this point told Kathy I was extremely disappointed and unhappy with the whole experience, with all the *** delays, misinformation and price discrepancies as I expected service to be in line with quality and price of the product, that i thought some kind of compensation would be forthcoming for my very poor experience with the company. Kathy said she couldn't do that but to call Jennifer H**** with customer service to get help with that. I did call on 3/24 and was informed by Jennifer that Kathy should compensate me and she would have her call me on Sunday. I never received a call. I finally received the product. I have not touched it since as it makes me angry about my experience just to see it. I also got a statement from Jennifer with pricing that doesn't match what Kathy told me it would be. I called Jennifer again on 4/13 and left a message to please call me. I called again on 4/14 and left the same message. I have had no call back so as far as I'm concerned they have zero customer service. For the price of their product I find that unacceptable. I txt Kathy 5/3 to call me, she did but is not with company anymore. Cc charges of about $210 now

  Business Response

  Date: 05/16/2023

  May 16, 2023
  
  Better Business Bureau
  1600 Grant Street
  Longwood, Florida 32750
  
  Attention ***** ********
  
  Re:   **** ******
  ID # ********
  
  Dear Ms. *********
  
  Thank you for bringing this information to our attention.   As you can probably imagine, an American owned company that has been in business since 1906 takes great pride in their products and customer service.   We are very sad to hear that Ms. ****** did not receive the quality of service that we strive to provide to all our customers.  Unfortunately, the independent contractor that Ms. ****** placed her order with had medical issues and is no longer with the company which is why she has not responded.
  If Ms. ****** wishes to return the product she ordered, she can return it to the below address for a full refund of the amount she has paid in so far of $207.47.   If she would like to keep the product, she also has this option and has a final payment due of $105.23.   While normally we do not accept returns after the 3-day cancellation period, we will make the exception for Ms. ******.   Most important, we want her to be happy. 
  We hope we have the opportunity to provide our wonderful products and service to her in the future, under different circumstances and with a better outcome for all. 
  Please note that the address you sent your correspondence to is an old address which caused the delay in responding.  We apologize for any inconvenience. 
  Thank you,

  Robin T******

  Advanced Marketing International

  **** **** *** ******** ** ***** ************ *** ***
  
  Attention Robin T******

  Customer Answer

  Date: 05/16/2023

  
  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,
  
  **** ******