ComplaintsforGroupe SEB USA

• Initial Complaint

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received e-mail from ******** soliciting their cookware. Ordered item "1-quart pan listed and advertised as a 3-piece set consisting of pan, lid, and spoon". Even my paid invoice states the exact same too. When item arrive it was missing the "lid". When contacting ******** about the missing "lid" their reply was sorry we cannot send you a lid. It was an error on our advertising and it wasn't supposed to come with a lid. WOW...totally false advertisement and they will not stand behind it. How many other customers are they taking advantage of? If you advertise something and charge the customer for such, you should be responsible and provide them with what they purchased. Please look into it. Thank you so much.

  Business response

  06/10/2024

  We regretted learning of the consumer's stated issue.  The product that the consumer purchased was mis-identified as coming with a lid, when in actuality it does not. 

  In an effort to remedy the matter we offered the consumer the option of keeping what they ordered, and we would refund them back twenty dollars for the cost of the lid or we would provide them with a pre-paid shipping label to return the item for a full refund.  Additionally, we offered this specific consumer the option of having *** physically come and pick up the item so that it may be returned for a full refund.

  In review of the case records for the consumer in question he refused the options presented to him and asked that we send him another product that was not equivalent in price, nor in construction to what he originally ordered. We offered our regrets as we would not be able to exchange his order for a different product.  However, he does have the options noted above with regards to either keeping the item he received and getting a refund for the cost of the lid, or he can return the item for a full refund. 

  The consumer ultimately refused the options outlined above, which we understand may not be the outcome they wanted however, we believe are fair remedies given the stated issue.

  Business response

  06/10/2024

  We regretted learning of the consumer's stated issue.  The product that the consumer purchased was mis-identified as coming with a lid, when in actuality it does not. 

  In an effort to remedy the matter we offered the consumer the option of keeping what they ordered, and we would refund them back twenty dollars for the cost of the lid or we would provide them with a pre-paid shipping label to return the item for a full refund.  Additionally, we offered this specific consumer the option of having *** physically come and pick up the item so that it may be returned for a full refund.

  In review of the case records for the consumer in question he refused the options presented to him and asked that we send him another product that was not equivalent in price, nor in construction to what he originally ordered. We offered our regrets as we would not be able to exchange his order for a different product.  However, he does have the options noted above with regards to either keeping the item he received and getting a refund for the cost of the lid, or he can return the item for a full refund. 

  The consumer ultimately refused the options outlined above, which we understand may not be the outcome they wanted however, we believe are fair remedies given the stated issue.

  Customer response

  06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  If the company (All-Clad) advertises something and you pay for it they should full fill the order.
  
  The BBB should continue to stand up for the consumer, we appreciate it, and not listen to excuses about errors or mistakes made by big companies like ******** on their advertising and billing.
  
  I just want a “lid” as advertised and “paid for”.
  
  My prior filing included a copy of my invoice showing what was advertised/ordered/and paid for.
  
  As you can see by the paid invoice it’s not an error on their part. They just don’t want to send the lid because it’ll be a monetary loss to them. How many other customers are they doing this to?
  
  They (All-Clad) have the lids in stock because they’re advertising it “D-3” 1-quart with lid at $149.99. Please see their online advertising photo attached.
  
  The one they shipped me is the same Model:  a “D-3” 1-quart but “without lid”.
  
  I just want the “lid” I paid for.
  
  The credit they are offering for the missing lid for $20.00 is not enough.
  
  As you can see other on-line companies are selling the same  “All-Clad D-3 lid” for $29.95 and $38.95 respectively which doesn’t include shipping and or taxes. Please see attached photos of the on-line advertisement.
  
  All-Clad just needs to either ship me my missing lid for the “D-3” 1-quart OR credit me the above costs plus shipping/taxes so I can order it myself.
  
  That’s a fair and equitable solution.
  
  All-Clads current response to not send me a lid (they have in stock) or to offer a below market cost valuation is “Not Fair”.
  
  Sincerely
  
  **** *******
  
  
  
  
  
  
  
  Regards,
  
  **** *******

  Customer response

  06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  If the company (All-Clad) advertises something and you pay for it they should full fill the order.
  
  The BBB should continue to stand up for the consumer, we appreciate it, and not listen to excuses about errors or mistakes made by big companies like ******** on their advertising and billing.
  
  I just want a “lid” as advertised and “paid for”.
  
  My prior filing included a copy of my invoice showing what was advertised/ordered/and paid for.
  
  As you can see by the paid invoice it’s not an error on their part. They just don’t want to send the lid because it’ll be a monetary loss to them. How many other customers are they doing this to?
  
  They (All-Clad) have the lids in stock because they’re advertising it “D-3” 1-quart with lid at $149.99. Please see their online advertising photo attached.
  
  The one they shipped me is the same Model:  a “D-3” 1-quart but “without lid”.
  
  I just want the “lid” I paid for.
  
  The credit they are offering for the missing lid for $20.00 is not enough.
  
  As you can see other on-line companies are selling the same  “All-Clad D-3 lid” for $29.95 and $38.95 respectively which doesn’t include shipping and or taxes. Please see attached photos of the on-line advertisement.
  
  All-Clad just needs to either ship me my missing lid for the “D-3” 1-quart OR credit me the above costs plus shipping/taxes so I can order it myself.
  
  That’s a fair and equitable solution.
  
  All-Clads current response to not send me a lid (they have in stock) or to offer a below market cost valuation is “Not Fair”.
  
  Sincerely
  
  **** *******
  
  
  
  
  
  
  
  Regards,
  
  **** *******

  Business response

  06/10/2024

  Thank you for your reply. Please note that the lid price quoted is for a lid that would not fit the item the consumer originally received.  The item that the consumer originally ordered is somewhat wider and as a result the lid suggested would not fit.

  The available options which have been conveyed to the consumer via the phone, email, and through the Better Business Bureau are as follows:

  1. Keep the item as received and get a $20 refund or

  2. The item can be returned to us for a full refund.

  The aforementioned are the only two options available to us in response to this matter.

  Business response

  06/10/2024

  Thank you for your reply. Please note that the lid price quoted is for a lid that would not fit the item the consumer originally received.  The item that the consumer originally ordered is somewhat wider and as a result the lid suggested would not fit.

  The available options which have been conveyed to the consumer via the phone, email, and through the Better Business Bureau are as follows:

  1. Keep the item as received and get a $20 refund or

  2. The item can be returned to us for a full refund.

  The aforementioned are the only two options available to us in response to this matter.

  Business response

  06/12/2024

  We did explain to the consumer that the lid would not fit.  We also explained to the consumer that the one he purchased was a special promotion. 

   

  At this point, the refund is being processed and the consumer gets to keep the pan for free.   As a consumer, I would find that very fair solution.

   

  Have a great day

   

   

  Pat T*******

  Manager Consumer Services

  Consumer Services

  Business response

  06/12/2024

  We did explain to the consumer that the lid would not fit.  We also explained to the consumer that the one he purchased was a special promotion. 

   

  At this point, the refund is being processed and the consumer gets to keep the pan for free.   As a consumer, I would find that very fair solution.

   

  Have a great day

   

   

  Pat T*******

  Manager Consumer Services

  Consumer Services

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Krups **** Grinder model GX550 in July 2023. By October it had broken. I contacted Krups about a warranty repair and was assigned case #********. I sent the unit back to them and have not heard a peep since. I emailed on January 15 and got no response. I called on January 19 - at first a woman answered, confirmed the case number and seemed surprised that I hadn't received the unit back yet. She called it "unusual". She put me on hold, and I was disconnected within minutes. I called back and was left in a queue with no one picking up for a good 10 minutes. At this point, the service has been horrible and I don't have any desire to own this product anymore, repaired or not. I have NOT had it for longer than I had it! I would like a full refund of the purchase price plus tax.

  Business response

  01/22/2024

  We apologize for the problem the consumer has encountered getting his coffee grinder repaired under the warranty and that his e-mail was not responded to in a timely manner.
  
  I spoke to the service center today.  When the grinder was delivered to them on November 1st, there was a problem with ordering the parts for the grinder.  They contacted the manager in charge of the spare parts, who contacted our ************** in ******.   The ************** in ****** did not e-mail him back until recently with the resolution for the problem.  I informed the service center not to order the parts because we are replacing it.
  
  We are unable to do refunds for products that were not purchased directly from us.  However, I have entered an order today to send a replacement to the consumer. 
  
  I apologize for combination of errors that resulted in the poor experience the consumer had with our Consumer Service team when attempting to have their grinder repaired under the terms of the warranty.  

  Customer response

  01/26/2024

  
  Complaint: 21168267
  
  I am rejecting this response because:
  
  It has been 5 business days since the business claimed they were sending a new unit, but I have not received anything. No physical product, no email advising of tracking information, and not even an email with an order number backing up what the response said. At this time, I do not believe they are sending a new item - I respectfully ask for some kind of proof that they are doing what they say, and a reasonable timeframe of when I may expect to receive the item. 
  
  Regards,
  
  *****************

  Business response

  02/08/2024

  We regret to hear that the consumer is still not satisfied.   We responded to the complaint on January 22,**** stating that we would be replacing the Grinder.  When the consumer rejected our January 22 response on January 26, that was only 4 days after we said we were replacing it. 
  
  According to *** Tracking number 1ZX641W50308994126,it was delivered to the consumer on Saturday, January 27, ****, 5 days after we said we were replacing it.

  Customer response

  02/08/2024

  [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

  01/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Rowan **** 2/18/23. I&#**;m aware that I am outside the 1 year warranty. This **** only lasted just over a year before it stopped working. I&#**;ve been calling their customer ********************** and they have gave me the run round since December 3,2033. I press the steam button and nothing comes out. This **** should have lasted more that 1 year considering that it was a high end ****.

  Business response

  01/10/2024

  The consumer contacted us on December 18, 2023 stating his iron was not steaming.  The consumer e-mailed a copy of the receipt from Macys dated February 18, 2022.  Even though the Rowenta warranty is one year from the date of purchase or delivery, whichever is later, the agents will generally approve the warranty coverage when it is slightly beyond the terms of the warranty.  In this case, the iron was 10 months beyond the warranty expiration of February 28, 2023.  The consumer spoke to the Supervisor in the Customer ********************** Department yesterday and the Supervisor offered to cover it under the terms of the warranty this time as a one-time courtesy.  They e-mailed the consumer a prepaid shipping label to have it go to the service center for repair.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We ordered a 13 piece essentials set from All-Clad and decided to upgrade to a better set. We sent back the set and have been provided only a partial credit claiming they are used, damaged, and scratched. However, the pans have never been used, never washed, and simply looked at. This is a ploy to squeeze money out of us and they will not provided proof. This is unethical and a horrible way of conducting business. If the pans were damaged in transit, that is not our fault.

  Business response

  11/16/2023

  The consumer purchased an Essentials set. She requested the return through the website stating they ordered the wrong set. They were given the label to return it. The return policy on the website states Products must be returned unused and in the original packaging in order to receive a full refund.When received, it was not packaged properly and as a result, a lot of pieces were damaged. The receiver took pictures of how it was packaged and the numerous items that were damaged. When it was submitted for a refund, it was determined that the product had to all be discarded due to the damage incurred as a result of the product not being as originally packaged. When the consumer was advised and asked for the cookware to be sent back to her, the refund had already been issued and the cookware discarded. However, the agent could have sent her the pictures that were taken.I spoke to the On-line sales team, and we agreed, as a one-time courtesy, we will refund the consumer the full price, less the $19.95 for the shipping label. The refund should be issued within the next 5 business days.

  Customer response

  11/16/2023

  [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

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company would not share with me the metals that are used in their D5 stainless steel product. I explained I needed to know for a health reason and they said it was proprietary information. This creates a lack of trust with them, in addition to a consumer rights and consumer health problem. Consumers have the right to know what is in the products they use, and every other company I have called has shared that information willingly. This is not legal.Will never be a customer, and customers deserve the right to know!

  Business response

  10/31/2023

  We regret to hear that the consumer was not satisfied with the explanation given to her. 
  
  The D5 cookware is five layers of metals.  The exterior is Induction Stainless Steel,followed by a layer of aluminum, a layer of stainless steel, another layer of aluminum and finished with a layer of 18/10 stainless steel on the interior.
  
  The aluminum we use is **** Alum layered with **** Alum.  The consumer seemed concerned with Manganese being in the aluminum.  Manganese is in the chemical composition of both as it is in other common aluminum alloys used in cookware, like ****, ****, and others.   
  
  In the D5 cookware, the aluminum does not come in contact with the food.
  
  Hopefully this provides the consumer with the information she is seeking.

  Customer response

  10/31/2023

  
  Complaint: 20790946
  
  I am rejecting this response because:
  
  You have not shared what materials are in your plys that are NOT aluminum. Is there manganese in your stainless steel portions and if so what percent? What other materials are in the plys that are NOT aluminum?
  
  Regards,
  
  ***************************

  Business response

  11/08/2023

  As previously explained, the D5 cookware is five layers of metals.  The exterior is Induction Stainless Steel, followed by a layer of aluminum, a layer of stainless steel, another layer of aluminum and finished with a layer of 18/10 stainless steel on the interior.  So other than aluminum, there is stainless steel in the layers.
  
  We do not manufacture stainless steel.  The stainless used in our cookware is purchased from US suppliers and meets all required standards. 
  
  We use 304 Stainless Steel on the interior and ********************** 436 Stainless Steel on the exterior.
  
  Since we do not manufacture the stainless steel, I cannot speak to the exact chemical composition of stainless steel.  Information about the chemical composition of those grades of stainless steel and their chemical composition is available on the internet.  

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased two fry pans from All-Clad Metal Crafte online on September 25, 2023 for $323.23 (and later received a 10% discount in the form of a refund). The pans that I received are not what I thought I ordered and would like to exchange them for two other pans. Their customer ********************** explained to me that it would be $9.95 and it would be a return, not an exchange. I waited over a week for a return QR code and called customer ********************** again and they told me this time that it would cost me $39.95 to return the pans. So I went to their website and found their return policy, which stated each item shipped would be $9.95 to return unless they are sets and they would be $19.95. Since my two items were not sets and arrived to my house in one box, the same box I will return them in. It should be $9.95. After several phone calls and emails back-and-forth. They are now stating that it will be $39.95 plus any applicable tax, the 10% discount I received, subtracted from my total. If my addition is right, that would equal $98 subtracted from my original $323. Close to 1/3 of the actual price of the pans. Ironically, I have explained to them that I had planned to replace the pans with much more expensive ones if they would only honor their own return policy, but they will not budge. I feel it is wrong and deceitful to state one return policy, but apply a different one after customers have completed their purchase.

  Business response

  10/30/2023

  We apologize that the consumer is confused as to what is being deducted from their refund.  As indicated in the returns section of the website, if the consumer wants us to provide the shipping label to send the items back, there is a $9.95 charge for the shipping label.  The consumer has the option of providing the return shipping at their own expense, however, they would probably pay more than $9.95 for the shipping.
  
  The total the consumer initially paid was $323.23
  
  The consumer contacted us after the sale and advised they did not put their 10% code in.  We refunded the consumer $32.33
  
  
  So the refund would be based on the following
  
  
  $323.23    originally paid
    - 32.33    already refunded
    -  9.95    for the return shipping label
  ======
  $280.95   Refund (***Not including any adjustments for sales tax per the consumers local requirements)
  
  
  Another way to look at it is
  
  323.23 originally paid
  -  9.95   for the return shipping label
  =======
  313.28   Refund due
  -32.23    Refund already received for the 10% discount code
  ========
  $281.05  To be refunded (***Not including any adjustments for sales tax per the consumers local requirements)
  
  The above is based on the consumer returning the cookware in new, unused condition in the original packaging.  If not, per the return policy **************************************
  
  Hopefully this is clearer for the consumer.

  Customer response

  10/30/2023

  [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

  05/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received notification of defective all-clad d5 stainless steel 12 frying pan of having sharp edges. Company requested claim form and pictures which I provided. Company will not send replacement which they are required to do based on Master Case No. 2:21-mc-491-NR settlement. Refer to *****************************************************

  Business response

  06/12/2023

  The Class Action Suit is being managed by a third party Claims Administrator.  Based on the consumers complaint, it appears that the consumer has been through the initial part of the process and his claim has been preapproved.  The next steps involve the consumer receiving a prepaid shipping label and sending the product in for a physical evaluation.  This is all managed through the third party Claims Administrator. Therefore, we have no specific information to give the consumer.  If the consumer has any questions or concerns,they need to contact the Claims Administrator at:
  
  All-Clad Metalcrafters Settlement
  *** Claims Administrator
  *********************************;Suite 2210
  ************, ** 19103
  Phone: **************
  Email: ************************************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I am filing a complaint because I never received my order, and over a phone call a representative informed me her advisor aka higher up said they would issue a refund since the *** investigation process was taking so long. That never happened and when I called back in for an update I received a lot of attitude from their customer support when I told them I was informed I was being refunded. Theyve also emailed me saying/implying twice that *** closed the case, which is not true. *** has not closed the case, and when I told them that I called *** customer support to confirm that they said they dont deal with the *** department, but that they couldnt share the contact information for the *** department they did work with. Odd. I then got an email about 30 minutes after that call saying to call *** support at the number I had been calling for an update. This companys support is beyond unprofessional and sketch considering how inconsistent and dishonest they can be.

  Business response

  05/25/2023

  The consumer placed the order with ** on April 7,2023.  The order was shipped via *** Tracking number 1Z90E80Y0302900151. According to ***, it was delivered to a *** Access pointy on April 18th.
  
  When the consumer contacted **, we opened an investigation with ***, and we were advised that it was delivered to the access point.  The consumer said that she only uses that when she is going to be out of town but did not ask *** to deliver to the access point during this time frame.   She claimed it was not delivered so we contacted *** to file a claim.  *** investigated and advised that it was delivered to access point and the trucks GPS locator confirms the truck was there.   According to ***, the package was picked up at the access point and was released to the consumer after she provided them with identification. 
  
  We gave the information to the consumer.  We also provided her with a phone number for *** in case she had questions.
  
  I cannot find any indication that anyone promised the consumer a refund.  Most correspondence after the initial contact was done via e-mail. 
  
  We would not refund money for a package that was delivered to an access point and then picked up with ID.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  An order for a 10-piece D3 Stainless 3-ply Bonded Cookware set was placed on January 19, 23. I didn't get the shipment for close to 3 weeks. I saw some flaws in a few things, but I tried not to be too choosy about it. I heated some water in the sauce pan when I noticed that the material was beginning to peel. I got in touch with the business, and they said they would send me a pre-paid sticker. I decided to test the remaining pots and pans while I waited for the sticker, and the majority of them shared the same issue. I got my pre-paid sticker on February 23, 23. To help them understand the issue, I boxed up the majority of the things and placed sticky notes. It took some time before they got the box. When I emailed the company on March 23 to ask about the delivery, I was informed that the item had arrived on March 7, 23. The business delivered me a box on April 7, 23 with the majority of the pots and pans, but they didn't replace or resurface them. The 3 quart saut pan with cover was the only item they changed. The issue is that I just used these pots/pans to test them before returning them; when I contacted them, they claimed that it was from use. They were all defective, but they gave the impression that I had been using these items for weeks. The saut pan they substituted had the same issue as the other items I returned. The brand-new saut pan I received has a little hole in it. I've used a less expensive pans for years and have never experienced this problem. I assumed that since the firm had a solid reputation, the goods would be decent, but I'm not pleased with what I got.

  Business response

  04/14/2023

  The consumer placed the order on January 19th.  It shipped from ********** via *** tracking number 1Z90E80Y0302704542 on January 20th and was delivered to the consumer in ********** on January 26th, one week from the date the order was entered.
  
  The consumer contacted us via e-mail 5 weeks later on Sunday,February 19th to advise us that he received some of the pieces with imperfections and wanted replacements.  We e-mailed a prepaid shipping label on February 22nd to bring them back for inspection. 
  
  The e-mail we send advises the consumer to allow 2 to 3 weeks for the processing and evaluation.  We attempt to have the evaluation process done quicker.  In this case, I am not sure what happened in the inspection department that delayed the process.  They were received March 7th and the inspection results were not provided until April 7th.  I apologize for the delay and have advised the Manager in charge of the ********************* so he can address the matter with the inspectors. 
  
  The warranty covers products that have defects in materials and workmanship.  Based on the inspectors evaluation, the pans that were returned had scratching and pitting,which are not a result of defects in materials and workmanship.  It is a use and care issue and would therefore not be replaced under the terms of the warranty.  There was one pan that they identified as having a manufacturing defect and that pan was replaced. 
  
  The most common cause of pitting is sodium chloride, which is found in salt. If you add salt to your water before it's boiling, some of the salt will settle to the bottom of the pan,causing pitting to occur in the stainless steel.  This is not a defect in the materials and/or the workmanship. 
  
  The consumer can still use the pans with the scratches and the pitting.  It does not affect the performance of the cookware.
  
  

  Customer response

  04/14/2023

  
  Complaint: 19934394
  
  I am rejecting this response because: to start the item was not shipped the next business it took sometime to get a shipping number. It took close to 3 weeks for me to receive the box.

  I did not add salt to the water because I was not going to use it. I just wanted to test all the pans before sending them back. The product has pitting because the material might be low quality. The picture I added is of the brand new pan I received and as you can see it also came with a little hole. 
  
  These pans have been with *** more time than in my kitchen. I just want the company to fix them or I can send them back for a full refund. 
  
  Regards,
  
  *******************

  Business response

  04/18/2023

  We regret to hear that the consumer has rejected our response. 
  
  The consumer still believes that it took 3 weeks to get to him.  I have attached proof of delivery showing it shipped on January 20th and was delivered on January 26, 2023, which was 7 days after he placed the order (which was placed on January 19, 2023).  The order was shipping from ********** to **********, which takes approximately 4 to 5 business days. 
  
  The first we heard from the consumer was on February 19,which was over 3 weeks after the cookware was delivered to his address.  He did not mention in his e-mail that they were received in that condition.   In fact, the consumer stated I have only used the 8.5, **** and 3 quart sauce pan.
  
  In reviewing the pictures of the cookware taken by the ********************** even though the cookware looks newer, there are indications that the cookware has been used.  There are scratches, nicks, and pitting in the cookware. 
  
  The consumer asked for the pans to be fixed.  We do not resurface the pans.   We cannot give him a refund since they are used and damaged.  We can offer to sell the consumer replacement cookware at a discount based on what we have in inventory. 
  
  
  
  I have only used the 8.5, ****, and 3 quart sauce pan.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear *** or Madam,I am writing to complain about the customer ********************** I received in reference to replacement for my Rowenta Steam Iron. On April 11, 2023, I spoke to Ms. ******* of Rowenta customer **********************. I stated to her the iron cost $199.00 and not working. She requested for these numbers DW9080 UI and the last four digits *****. I stated to her that some stores carry items that has been discontinue and the consumers are unaware. I stated to her in the past that I did purchase an item that was discontinue. If a item is discontinue then companies should not carry them in stores. After explaining all the above details, I requested to speak to a supervisor since she could not resolve my problem. She transfer me to ****************** and then I explain all the above information to her. She stated to me that it was a high-end iron and it was discontinue in 2014, nine years old, no longer repairable, disregard. I stated to her that I would like to escalate this matter higher. Decline, I could not honor your request. I am very disappointed with the end results for such an expensive iron.

  Business response

  04/14/2023

  We regret to learn that the consumer has encountered any difficulty with their Rowenta iron.
  
  We make every effort to ensure the useful life of our products through the choice of quality materials and extensive testing.  As with most manufactured products, the life of a product will vary from owner to owner.There are many variables involved in the longevity of a product, such as following recommended use and care, performance of recommended maintenance, the storage of the product, how often the product is used, and the care given to the handling of the product. 
  
  Rowenta irons are warranted for 1 year from the date of the original purchase as validated by a proof of purchase from an authorized retailer.  When a consumer does not have a proof of purchase, we attempt to validate the warranty using the information on the manufacturing label.  Unfortunately, based on that information, the iron is approximately 12 years old.  We routinely cover irons when they are a few months out of the warranty, even up to a year, but the warranty on this iron expired 11 years ago. 
  
  Unfortunately, without a valid proof of purchase from an authorized retailer showing a purchase date in the last 12 months, we would not be able to cover the iron under the terms of the warranty. 
  

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