ComplaintsforGroupe SEB USA

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 1st, 2023 I purchased a pan from all clad online store, the same day I realized that item had some specifications not suitable for me which I hadn't noticed before buying it, so I called the customer ********************** the next day to cancel the order. I heard the item was already shipped so the only way to return it, was to wait for it's delivery and then to start the return process. The pan was delivered 2 days later, but getting return label from all clad took me about a week, customer ********************** agents were nice but not helpful at all. That is why in our last conversation I warned them that I would write publicly about how all clad ignores it's customers. I received the return form right away (in 2 hours). The UNOPENED item was returned (delivered) to all clad premises on Friday, February 10th,2023. In spite of the fact that the return policy says the refund is issued in 6-8 days, it's been 16 days for me and I still haven't received my refund. Please help me out with this, I feel disrespected as a customer, they have both now - they got the product back and they still keep my money. I don't see any reason why they couldn't finish my case for so long, other than some kind of punishing me for prior expressing my opinion on how they work. Regards, Beata

  Business response

  03/21/2023

  There was confusion with the consumers return.  The consumer had two orders.  Her name and address were the same on both orders, but she used two different e-mails.  When she requested the label, the order number that was used was for the second order.  She returned the first order. 

  
  Once they were able to determine which order the return belonged to, they started the refund process.  She was refunded through paypal on March 7th.

  
  

  Customer response

  03/24/2023

  [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,
  
  Beata **********

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  November 2020, I filed a warranty claim. I returned the pan December 2020 for evaluation. It has now been over two years since the claim was submitted and pan shipped and received. The warranty claim was approved however o still have not revived a replacement. The response I receive is Your replacement is still being processed D5 Stainless Polished 10" Nonstick Fry Pan. once we have a tracking number we will e-mail it to you. This has been going on for 2 years. Ridiculous.

  Business response

  02/07/2023

  I reviewed the history of the warranty claim.  The consumer contacted us in November 2020.   We issued a prepaid shipping label to bring the product back for a warranty evaluation. 
  
  The consumer contacted us in August 2021 stating he sent the pan back but had not heard anything further.  At that time, the agent checked the *** Label tracking information, and it showed the label had not been used.  When they advised the consumer, he insisted it was sent back and received by us.
  
  The consumer again contacted us in October 2022 asking for a status.  The consumer was advised again that we never received the pan.  Based on the attachments in the case, it appears an investigation was done, and *** confirmed delivery.
  
  The agent entered an order to send the consumer a pan.  As with many manufacturers, we are still experiencing some supply chain issues.  The pan was on back order.  The consumer was advised. 
  
  The pan shipped to the consumer and *** Tracking number 1Z1030EV0304152347 shows it was delivered on February 7, 2023Tell us why here...

  Customer response

  02/07/2023

  [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

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a frying pan. The coating is fine but the Alloy metal is buckling and does not sit flat on the stove and it is wobbling. I contacted F-fal and they told me that I will receive a *** label to return the frying pan.5 Weeks later, no *** label. I contacted them again and now I shall ship the frying pan to them at my costs.The shipping costs exceed the replacement value of the pan. The reference No they gave me is 04143377.I request free return of the defected pan and replacement.

  Business response

  02/14/2023

  I have reviewed the history of the consumers contacts with us. The consumer has spoke to an agent via  a CHAT session.  As a courtesy, the agent advised the consumer that she would send a prepaid shipping label to him via e-mail.  The label was sent on January 5, 2023.  It would have come from UPS.  Sometimes consumers do not see the e-mail because it goes to their spam/junk mail folder.  At this point, the link in the e-mail would have expired so we will need to issue another label.
  
  The consumer e-mailed here January 30th and advised he was waiting for his label.  The agent that received the e-mail did not see the other case where there was record of the Chat session.  She advised the consumer that we do not send out prepaid shipping labels, which is the normal policy, but did provide the consumer with the information on how to send the pan in for warranty evaluation.
  
  I have e-mailed the consumer to advise that he will be receiving another prepaid label, and providing instructions on how to submit the pan for warranty evaluation.  

  Customer response

  02/14/2023

  [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.

   

  I am waiting for the label for the return shipment. I will check my Spam every day. However I have an Account with *** and it should not be directed into spam I will contact BBB in 10 days if I have not received the label for the return shipment.
  
  Regards,
  
  *****************************

  Customer response

  02/22/2023

  
  Complaint: 18965382
  
  I am rejecting this response because:
  
  

   

  I still have not received the *** label. I checked my Spam file, but it is not there. Please instruct them to mail the label via **** so I can return the Frying pan.
  

   

  --

  Best Regards,

   

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

  
  
  Regards,
  
  *****************************

  Business response

  03/07/2023

  I had sent an e-mail to the consumer but received no response.  We have issued prepaid shipping labels twice.  If the consumer is receiving my e-mails, I can attach the label to an e-mail from me.   Please have the consumer confirm if he receives my e-mails.

  Customer response

  03/07/2023

  
  Complaint: 18965382
  
  I am rejecting this response because:
  I have not received any emails or other correspondence from them.
  
  
  Regards,
  
  *****************************

  Business response

  04/21/2023

  I will print out and send the prepaid shipping label in the ** mail to the consumer.  It will be mailed from ** so it makes a few day to get to the consumer.

   

   

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

  Manager Consumer Services

  Consumer Services

   

  Groupe SEB

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

  08332 ********* - ***

  Tel : *****************  ext 4109

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

  www.groupeseb.com

   

• Initial Complaint

  12/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/20/2022 I filed a Complaint *********** with ********************, stating the following: On 03/17/2019 I purchased from ****** an All-Clad Hard Anodized 8" & 10" Fry Pan Set, which is covered by a lifetime warranty, as per manufacturer. On 10/28/2022 I filed a warranty claim for 10" Pan with reference number ********. The reason for the claim was the fact that the interior surface on 10" Pan started to deteriorate, and I was worried if some chemicals were getting in my food. At the same time I started noticing that the food started sticking to an interior surface of the pan. Although All-Clad advertises a lifetime warranty for their product, which was one of the reasons I decided to spend a significant amount of money on this set in comparison with other brands, my claim (reference number ********) was denied. I was told by ******* from All-Clad Consumer Service that the pan has been overheated. I am actually prohibited by my doctor to consume burnt food because of my health condition and I only cook on medium settings. Is All-Clad cookware getting overheated on medium settings? I do not think so. And why 8" pan from the set is still doing fine and does not have such problems? I am requesting All-Clad to honor their lifetime warranty and replace 10" pan. Thank you. **************************On Thursday, December 1, 2022 business responded and offered to send me a replacement 10 All-Clad Hard Anodized fry pan and provide me with use and care tips to prolong the life of the new pan, however 10 days have passed and I have not received a replacement 10 All-Clad Hard Anodized fry pan or shipping information about the shipment of such.I am still defending my position of never overheating the fry pan originally and now I am adding to my negative experience with the company the fact that they promised to send me a replacement and never acted on their promises.Please advice. Thank you. *************************.

  Business response

  12/27/2022

  On December 1, 2022, I sent an e-mail to the consumer explaining that the failure of the pan was not due to a manufacturing defect, but was caused by improper use and care, which is not covered by the warranty.  I advised the consumer that I would send her another pan as a one-time courtesy and provided use and care information to prolong the life of the pan.  In the December 1, 2022 e-mail, I advised Please allow 10 to 15 business days for processing and shipping the order.
  
  The consumer may have not understood the term business days because the whole process was completed within 11 business days from December 1st, which fits in with the 10 to 15 days 
  order was entered on December 1st.
  shipped on December 12th (7 Business days later)
  delivered on December 16th (11 Business days later)
  
  We did comply with our promise of sending her a courtesy pan within the promised timeframe.

  Customer response

  12/27/2022

  [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 I still think that the pan I mentioned in my complaint had a manufacturer's defect since I was the only person who was using this pan and I know for certain that the pan was never overheated. I honestly do not understand why ALL-Clad did not want to stand behind their product and honor their advertised lifetime warranty by sending a replacement pan without me needing to contact BBB. ALL-Clad must do better in serving their customers and standing behind their product. I did finally receive a replacement pan, and I hope that this pan will not be a defective one, as previous pan was.

  
  Regards,
  
  *************************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When my steam iron needed repair, Group SEB (Rowenta) directed me to take it to a shyster with a history of taking customers money and appliances, then unreasonably delaying estimates and repairs while refusing to respond to phone calls and emails. I took my iron to ************************, an authorized service center on Rowentas website. When I first contacted them, I inquired if they could repair my iron. It was a Yes/No question, complete with a photo of the broken part and part info from Rowenta. ************************ responded to my first email, then stopped communicating. It took 3 more emails over 5 days before they answered me. But instead of giving me a yes or no, they insisted I bring them the iron and pay $20 for an estimate, which I did. But then they breached the contract and didnt provide the estimate. I heard nothing for 2 weeks. When I followed up, it took 1 voicemail and 3 emails before they finally answered, nearly 3 weeks after they took my iron.An estimate required just five minutes of their time. If they werent going to provide a timely estimate, they were obligated to inform me so that I could decide whether to go elsewhere. But thats not what they did. They led me to believe they would provide a prompt estimate. When ************************ finally sent an estimate, they told me the part had to come from ****** and would be delayed by several weeks. They also made clear that they would slow-walk the repairs once the part was received. Thats when I turned to Rowenta for help. All I wanted was for them to expedite shipping of the part so that my iron could be repaired without further unnecessary delays. But neither company would do anything. They wouldnt expedite shipping of the replacement part or expedite the repairs once the part was received. They wouldnt send me the part so that I could repair the iron myself. Nor would they replace the iron. Further, neither company ever apologized for the unreasonable delays.

  Business response

  12/02/2022

  On November 17th the consumer advised us that she was having a problem with one of our other service centers in ************ that she took her iron to on October 29th. She said that they had the iron over 2 weeks, had just provided the estimate and still needed to order the part.  We apologized.  When we contacted the service center, they said that they hadnt ordered the part because they were waiting for her to approve the estimate.  We advised the consumer they were waiting on her approval of the estimate.
  
  The consumer advised that she would not sign the estimate as the service center prepared it.  She said Estimate must show that ************************ will pay for expedited shipping to obtain the part as quickly as humanly possible. And the estimate must show the *** before I will sign it. 2. Estimate must show that ************************ will provide me with tracking information so that ************************ cannot lie to me about when the part is received. 3.Estimate must show that ************************ will do the work within 24 hours of receiving the part. 4. Estimate must show $0 for labor. Ill reimburse you for the cost of the part. But Im not paying for expedited shipping, and Im not paying for labor. You can cover those costs as compensation for all the grief you have caused me.
  
  The consumer even edited the estimate the service center gave her to look exactly as if the service center issued it, but it reflected the no charge pricing for the repair.  The service center did not authorize the consumer to create an estimate to look exactly like the service center issued it.
  
  
  Since the consumer will not authorize the estimate that the service center issued, we advised the consumer that we are sorry, but we cannot meet her repair expectations, so the service center is returning her iron and refunding her the $20 diagnostic fee that she was charged.
  
  The service center returned her steam station iron to her and refunded the $20 diagnostic fee.  *** # 1ZR9802WA837946696. it was delivered pm November 25th.

  Customer response

  12/02/2022

  
  Complaint: 18487157
  
  I am rejecting this response because:
  

  Rowentas response is a misrepresentation of the events that occurred.  In fairness, however, the BBBs character limit on the website prevented me from telling the complete story also when I filed my complaint.  Now I can provide more details.  
  
  First, Rowenta gives customers very few options for repairing equipment.  Their website lists two authorized service centers in **********, only one of which was close to my home.  Both, however, have horrible reviews on Yelp.  Rowenta knew or reasonably should have known that both companies have a long history of mistreating customers, including but not limited to unreasonably delaying estimates and repairs and doing a shoddy job with those repairs.  So I hold Rowenta responsible for referring me to a shyster who mistreats customers and does not provide the service one expects from an authorized service center.  
  
  Further, Rowenta knew or reasonably should have known that referring customers to ************************ would cause problems for all involved, including Rowenta.  It was entirely foreseeable. 
  
  Second, my steam iron obviously had a manufacturing defect, a design defect, or both.  Were that not the case, the internal particle filter wouldnt have fallen out while the iron was being used in an intended and reasonably foreseeable manner (as instructed in the user manual).  This is a breach of the implied warranty of merchantability, because the iron was not of the same quality as those generally acceptable in the industry. Rowenta has an obligation to repair or replace the iron.  Rowenta refused.  
  
  Third, Rowentas authorized service center breached its contract with me.  When I brought them my iron and paid the $20 they requested, we had formed a contract for service: (1) Appliance Repair Expresss offer to provide an estimate for repairs, (2) my acceptance of that offer, and (3) consideration in the form of the $20 that I paid.  But then I heard nothing for two weeks, so I reached out to them.  First I phoned and got only a recording.  So I left a voicemail message.  I followed up with an email, which they ignored.  I sent two more emails before they finally responded, nearly three weeks after they took my iron from me. 
  
  The broken part was a very straightforward problem requiring no diagnostics.  Generating an estimate required no more than five minutes of Appliance Repair Expresss timeten minutes maximum if they bothered to open the iron to inspect it.  If they werent going to provide a timely estimate, they had an obligation to inform me of that before entering into a contract with me so that I could make an informed decision whether to do business with them or to go elsewhere.  But thats not what they did.  They led me to believe that they would provide a timely estimate, with no unreasonable delays.
  
  This was not just a breach of contract.  It was also a breach of the implied covenant of good faith and fair dealing.  There is an implied covenant of good faith and fair dealing in every contract that neither party will do anything which will injure the right of the other to receive the benefits of the agreement.  Every contract imposes upon each party a duty of good faith and fair dealing in its performance and its enforcement.  The covenant of good faith and fair dealing exists to prevent one contracting party from unfairly frustrating the other partys right to receive the benefits of the agreement actually made.  ************************ deliberately and unfairly frustrated my right to receive the benefits of our agreement by (1) unreasonably delaying the estimate and (2) refusing to make up for the delay by expediting shipment of the replacement part that had to come from ******.  
  
  There was never any reason to delay the estimate by even a day.  Had ************************ told me when I brought them my iron that the replacement part had to come from ******, I would have paid for it on the spot.  Instead, they withheld that information, depriving me of the opportunity to expedite things from my end.  
  
  Rowenta knew or reasonably should have known that that ************************ has a history of breaching contracts with customers and breaching the implied covenant of good faith and fair dealing.  And yet, this is whom Rowenta referred me to via their website.  One of two things is true.  Either Rowenta expects and encourages their authorized service centers to cheat and mistreat their customers.  Or Rowenta doesnt care that their authorized service centers fail to uphold Rowentas higher standards.  Either way, Rowenta is 100% in the wrong.
  
  When I appealed to Rowenta for help, all I wanted was for them to expedite shipping of the replacement part so that my iron could be repaired without further unnecessary delays.  Thats when Rowenta chose to pick a fight with me.  They wouldnt expedite shipping.  They wouldnt do anything to help whatsoever, despite that fact that ************************ is their representative.  
  
  I gave Rowenta other options to resolve the problem.  I would have been happy had they sent me the part directly so that I could repair the iron myself.  They refused.  I would have accepted a replacement iron.  Rowenta refused that option as well.  
  
  Rowenta was correct that I would not sign the estimate as ************************ prepared it.  They had already breached one contract with me.  Why would I sign another one that allowed them to charge me storage fees if I left the iron there more than 30 days?  They had already kept it nearly three weeks, burning most of that 30-day period doing nothing.  ************************ sets customers up for incurring extra charges due to their malfeasance.
  
  Rowenta mischaracterized what I did in editing the estimate from ************************.  There was no intent on my part to create something that looked like the service center issued it.  I have every right to edit a contract to reflect the terms I will agree to, just as they have every right to accept or decline an edited version.  Whoever responded to the Better Business Bureau is clearly unfamiliar with this basic principle of contract law and is falsely accusing me of being deceptive.  If ************************ and Rowenta had offered to expedite shipping of the replacement part at no charge to make up for the unreasonable delays, I would have signed the estimate with no argument.  But when they refused to work with me in any way, shape or form, I put forth my terms and signed the edited estimate so they couldnt accuse me of holding up the repairs by refusing to authorize them to move forward.  I did my part in good faith.
  
  I note that Rowentas response was devoid of any offer to resolve the problem.  It is still my desire to resolve this amicably.  Since ************************ declined to repair my iron, and since Rowentas only other ********** service center also has terrible reviews on Yelp, Im content to repair the iron myself.  All I ask of Rowenta is to send me the replacement part along with the instructions to repair the iron and any specialized tools that might be needed and are not commonly available at ********** or Lowes.  Ill even split the cost and pay for the part if they will expedite shipping at their cost.  Alternatively, Rowenta can send me a new iron or pay for me to buy a new one through Amazon.com.  
  
  This replacement part probably costs Rowenta no more than $10 to produce.  Picking a fight with a customer over a $10 part is beyond stupid.  They need to just resolve the problem without further delays and aggravation.  
  
  
  Regards,
  
  *****************

  Business response

  12/06/2022

  The service centers are independently owned and operated.  They also do service for other brands.  The service center was a little behind.  We send out our own surveys for the service centers for in warranty repairs and review the responses with the service centers.
  
  A reputable service center must inspect a product before providing an estimate. They cannot just go by what the consumer says.  There may be other internal issues that the consumer is unaware of.  The service center did the inspection and provided an estimate for the repair.  The consumer did not authorize the estimate,so the service center was unable to proceed further with ordering the part.  Had she authorized the estimate, the part would have been ordered, received and the repair completed. 
  
  Two weeks to do an estimate is not the best-case scenario,but it is also not terribly unreasonable based on the industry averages.   
  
  The consumer changed the estimate to be a free repair, which the service center did not authorize and did not agree with.  The consumer would not agree to authorize the official estimate from the service center.  Since they were at an impasse, the service center returned the iron and even though they had already done the diagnostics, the $20 fee to the consumer. 
  
  We cannot agree to the consumers other options of providing the part, expediting the shipment from ******, providing tools, step by step instructions, and technical support in case she could not follow the instructions all for free.  Since it is an electrical product, we never advise consumers to fix it themselves, and do not provide step by step instructions, especially if they are not qualified to do the repairs.  We are following policies that have been established for the safety of the consumer. 
  
  The consumer is well beyond the warranty period. There is no obligation to do the repair for free or replace the iron for free.
  
  The service center provided an estimate.  The consumer refused to approve the estimate causing delay in ordering any parts.  Non-stocked parts are not ordered until the consumer authorizes the estimate.  The consumer edited the estimate to be free of charge repair.  The service center did not approve any revision to their estimate.  The consumer has her iron back plus the service center refunded the diagnostic fee.  We are under no further obligation.

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/17/2019 I purchased from ****** an All-Clad Hard Anodized 8" & 10" Fry Pan Set, which is covered by a lifetime warranty, as per manufacturer. On 10/28/2022 I filed a warranty claim for 10" Pan with reference number ********. The reason for the claim was the fact that the interior surface on 10" Pan started to deteriorate, and I was worried if some chemicals were getting in my food. At the same time I started noticing that the food started sticking to an interior surface of the pan. Although All-Clad advertises a lifetime warranty for their product, which was one of the reasons I decided to spend a significant amount of money on this set in comparison with other brands, my claim (reference number ********) was denied. I was told by ******* from All-Clad Consumer Service that the pan has been overheated. I am actually prohibited by my doctor to consume burnt food because of my health condition and I only cook on medium settings. Is All-Clad cookware getting overheated on medium settings? I do not think so. And why 8" pan from the set is still doing fine and does not have such problems? I am requesting All-Clad to honor their lifetime warranty and replace 10" pan. Thank you. *************************.

  Business response

  12/01/2022

  We regret to hear that the consumer was disappointed in the results of the warranty evaluation. 
  
  From date of purchase, All-Clad guarantees to repair or replace any item found defective in material, construction or workmanship under normal use and following care instructions. This excludes any damage resulting from improper use and care.
  
  I have reviewed the pictures and the damage to the non-stick is consistent with overheating.  The agent explained to the consumer that, in most instances, when the non-stick coating has lost its non-stick properties, it is due to overheating of the pan. Cookware with non-stick coatings should be used on low to medium heat settings. Due to the superior quality of All-Clad cookware, the cookware will heat up quicker and retain the heat longer. Due to the superior quality of All-Clad cookware, the cookware will heat up quicker and retain the heat longer than other cookware.  With All Clad cookware, you do not need to use as high of a heat setting as you may have used on other cookware.  One indication that the non-stick in a pan has been overheated is that the non-stick has turned a brown or ***** color.Overheating of the non-stick coating will cause the non-stick properties to break down. As a result, foods will begin sticking to the cookware. Overheating voids the warranty.
  
  We advised the consumer that they could try to clean the non-stick coating with a mixture of baking soda and mild dish detergent using a soft cloth. Depending on the degree of overheating, this may help return some of the non-stick performance.
  
  I also advised the consumer that even though it is not a warranty issue, we can offer to send them a 10 fry pan and provided them with use and care tips to prolong the life of the new pan.
  

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have asked All-Clad to provide the list of ingredients in their Ceramic pans. They refused, saying it is "proprietary." Well, that was exactly what was said in the entire PFOA / PTFE saga that killed many people and was the subject of a movie (Dark Waters).I am worried it is yet another problem. Consumers have a right to know if what they are doing is going to again be hurting us.My 2 questions are very simple: In your All-Clad FUSIONTEC Natural Ceramic with Steel Core Skillet 1) Do you use any ceramic coating at all? And if so, what is it made of? 2) What is the complete list of materials that go into this pan, down to the glaze For example, red / blue / yellow glaze paint (i forget which colors specifically, but something bright) has more lead than other colors so it's important to know the complete list of materials.

  Business response

  01/12/2023

  All-Clad always puts the health of its consumers at the heart of its concerns. In this respect, we always guarantee that our products are developed and produced in line with the latest regulations.

   

  The coating of the All-Clad FusionTec Natural Ceramic with Steel core Skillet pan is a purely enamel coating made of melted minerals, both on the inside and the outside of the pan. The surface is a closed and smooth glass-like layer. The minerals used in the manufacturing of the pans do not contain heavy metals, such as lead or cadmium.

   

  Years of innovation, development and improvement of our special  mineral mixture allowed us to create a surface with these cooking properties (Excellent heat conduction and distribution, fast heat-up, high heat retention for energy-saving cooking, exceptional durability)

   

  The detailed composition of our mineral mixture is however proprietary and cannot be disclosed. Its technical knowledge must be protected.

   

  All-Clad is fully committed to produce cookware products that are safe. The materials used for the manufacture of the FusionTec range cookware products are approved by US and the European regulations.

   

  Our products are regularly tested by independent international laboratories and all results show full compliance with all regulations in vigor.

   

   

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a warranty claim per the All-********************* Lifetime Warranty on 10/19/2022 by phone. I received a warranty email as promised and as directed emailed all requested information and images of the failed product within 30 minutes. Product: an 8.5" Essentials Nonstick Fry Pan purchased as a set SKU ********** (https://www.all-clad.com/essentials-nonstick-cookware-set-2-piece-fry-pan-set-8-5-10-5-inch.html)The phone agent had told me I would hear back within 24 to 48 hours. After no response for 5 days, I followed up again on 10/24 by email. The All-clad agent ******* told me the email wasn't received and asked me to resend with photos attached in separate emails. The original directions stated email attachments needed to be under 25MB and my three images were less than 1MB each.I followed up again with a separate email on 10/26 but the images were still not received. Then I was asked to send to her corporate email address but after no confirmation I followed up with an email to her corporate and support email addresses, ************************************** and ***********************. No response. After a day I followed up again by email to both email addresses. It is now 7 days later and I have not received any responses back.In short, I am an All-clad customer that has spent a few thousand dollars on pots and pans purchases. I have a pan that has failed, the least expensive All-clad pan I own. I have followed all care instructions and All-clad warranty procedures. After 3 phone calls, and 9 emails to their warranty support team, they have not shown that they will fulfill their warranty policy or even respond to claims. Their stated warranty procedure leaves customers hanging without false expectations and unresponsive communication. (https://www.all-clad.com/media/********/downloads/attachment/file/2/0/20200728_sm_warranty_cookware_final.pdf)Please help get All-clad to honor their advertised warranty and ship me a replacement plan.

  Business response

  11/10/2022

  Sorry for the delay in responding. 
  
  The normal warranty process is to have consumers return the cookware to us for warranty evaluation.  In many cases, we can do the warranty evaluation via digital pictures,which is easier and quicker for the consumer.  The consumer indicates that he has sent the pictures to us.  I reviewed the history of the case and we did not receive any attachments. 
  
  I asked the agent to check her Outlook e-mails again.  Unfortunately, the e-mail the consumer sent was in her quarantined (spam) mail and she did not see it.
  
  I have reviewed the pictures and the failure of the non-stick is not due to a defect in materials and/or workmanship.  It is a result of use and care.  I have e-mailed the consumer the results of the evaluation and offered to replace it as a one-time courtesy.  I have also provided the consumer with some use and care tips.Tell us why here...

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased three All Clad pans from this business. Only two out of the three were delivered. I filled out the complaint form on the company's website to report the missing pan and the company asked me to send a copy of the packing slip. I did not have a packing slip so I called the customer ********************** hotline and explained to the representative that I did not receive a packing slip. He told me he would have to talk with his manager and would email me with next steps. I then received a second email asking for a packing slip. I responded via an email with the same response: I did not receive a packing slip. The company responded with the following message: "Based on our records all items were sent and cannot send replacements. You may call your bank [to dispute the credit card charge] if that is convenient for you."This has been a terrible customer ********************** experience, on top of not receiving my full order. I would like to either receive the $180 pan that I ordered and paid for, or to receive a full refund of that price.As a side note, All Clad does not provide any information to the customer about their order. The confirmation and shipping emails simply state that an order was placed or shipped and provide a link to look up the details on the website. So there is no way for the customer to verify the information they received at any given time; you can only see the information currently displayed on the website. This poor customer ********************** practice is especially infuriating when the only customer ********************** response is to provide some sort of independent documentation because their standard practice is to never provide the documentation that they ask for when there is an issue!

  Business response

  10/19/2022

  We regret to hear that the consumer has experienced difficulty with their order.  I have reviewed the history of the consumers contacts with us.  When the consumer initially contacted us, we checked the tracking number 1Z90E80Y0302149661 which shows that the package was delivered to the consumer on June 25, 2022 at 12:06 PM.  According to our records, all three items were packaged in the one carton.
  
  In July, we asked the consumer for pictures of the carton (to see if there was any sign of tampering, etc), as well as a copy of the packing list to be sure that she received the correct package.   The consumer did not provide any of the requested documents, so we were unable to proceed any further.
  
  We did not hear from the consumer again until September 27th.  At that time the consumer said When I placed this order on June 19th, the website noted that the two sauce pans would ship immediately while the saute pan would be delayed until August.  I confirmed with our E-Commerce Manager that our website does not take orders for product that is not available to ship at that time.  Our system is not set up to give messages at the time of purchase about products shipping at a later date.  However, in an attempt to assist the consumer, we again asked for the documents/pictures, but still have not received anything. 
  
  The consumer has now advised us that she has contacted her bank to dispute the charge and was contacting the Better Business Bureau and that any contact we have should be through them, not her.  Once a dispute has been filed with a consumers bank, we need to let it go through the process between the bank and our finance department.  We cannot issue refunds or take any other actions during a credit card dispute. 
  
  If we can provide any further information, please let me know.
  

  Customer response

  10/20/2022

  
  Complaint: 18163394
  
  I am rejecting this response because:
  1. The details of my communication with this company are inaccurate. The original written response from the company instructed me to contact the customer ********************** hotline, which I did. I spoke with a customer ********************** agent between the original complaint and my final written correspondence with the company in September. The agent promised to follow up, but did not.

  2. As I explained both in writing and during the phone call, the third pan was not included in the shipment. I cannot provide documentation of a pan that never arrived. Should I send a picture of my empty countertop where I wish there was a box with a pan inside? Or a box that has two pans inside but should have three pans?

  3. Most importantly, I paid for a pan that never arrived. The company can quibble over dates of correspondence and whether or not I submitted a photo of my empty countertop, but the fact remains that I paid for a product that was never delivered. I notified the company of the missing item and they have done nothing to resolve the situation except demand that I send them documentation that does not exist. This is completely unacceptable.

  Regards,
  
  ***********************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Wanted to return unopened box of cooking pans. I sent them pictures of the unopened box explaining the handles were uncomfortable to grip and the pans are too small. ******* at their corporate office said I could return them but they still won't authorize the return.

  Business response

  09/19/2022

  I am unsure why the consumer is stating that we wont authorize the return.  I have reviewed the case and have seen that there have been a few e-mails between our **Commerce team and the consumer.
  
  The consumer requested to return the product.  On August 4th, the **Commerce team reached out to the consumer via e-mail and asked what the reason for return was so they could process the authorization.  The consumer e-mailed on August 18th for a status of the authorization. They e-mailed the consumer back again because we never received the response to our August 4th e-mail providing the reason for return.  The consumer responded with the necessary.  The prepaid label was issued and sent to the consumer via e-mail.
  
  The case shows that we received the product, and it was written up for a refund.  The refund should be issued within the next 48 hours.

  Customer response

  09/27/2022

  [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.

  All Clad did issue me a refund and thank you for your assistance.
  
  Regards,
  
  *************************

*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. ↩