ComplaintsforGroupe SEB USA

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, contacted T-fal Consumer Relations Helpline and was sent to ******* on July 12, 2022. She requested pictures of my skillet and worked diligently to help me do this. I explained that I had previous T-fal pans but felt I incorrectly used them and did not complain, but this time I was careful to follow their instructions and did not have the pan higher than four on the stove. In the warranty information it says the pan may discolor but will not affect its performance. So with more patience and time from *******, I sent different pictures of the pan for review. At the end I was told the discoloration in THEIR opinion came from overheating. I didn't do this and feel they are using the pan's discoloration to their advantage. There is supposed to be a lifetime warranty on their pans. The customer ********************** representative number is ************** and my Reference number was ********. I bought the pan from Target, receiving it January 6, 2022. I paid ***** for each pan, bought two different T-fal pans. My order number from Target was #*************.

  Business response

  08/12/2022

  We regret to hear that the consumer was not satisfied with the results of the warranty evaluation done via digital pictures.
  
  The T-*********** Lifetime warranty guarantees the cookware to be free from defects in materials and/or workmanship.  It does not cover failures as a result of improper use and care.
  
  Based on the pictures the consumer sent, it appears that the pan has been overheated and there is some burnt on debris.  Sometimes the pictures do not portray the actual condition of the pan based on the quality of the picture, lighting,reflections, etc.
  
  I have e-mailed the consumer to advise them that if they feel that the pictures do not show the true condition of the pan and would like to have a physical evaluation, even though we cannot guarantee a different result,we can have the pan come in for a physical evaluation.    
  
  I offered to issue a prepaid shipping label, as a courtesy, to have the product come here.  If the inspector determines the failure is a result of a defect in materials and/or workmanship, they will have an order entered for a replacement. 
  
  The consumer was provided with the instructions on how to return the pan for the physical evaluation.
  
  Cordially,
  ***
  

• Initial Complaint

  05/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I don't know if I am at right agency for this complaint!I have bought a whole set of All Cald pots and pans and for the most parts I have been very happy with this very expansive set . I have had it for the last 6 years and still have the receipt from QVC , that where I bought this set . The 8quart pot I have rarely used and a few weeks ago I had used it to **** a Ham in the oven at 250F just to heat it through .When I took it out , the whole bottom was corroded . This is a 480,00 $ pot and has a lifetime warranty . I called the All ************ and send pictures , they said it was overheated and it was my mistake and could not take responsibility . I don't understand how I have a set that I use everyday and they look like new and this pot that I rarely use it had that much damage . I have about 9 pieces in total and take very good care of them . Been a housewife for 45 years so I know what I am doing . If you have any suggestions I would greatly appreciate it . *********************** ************

  Business response

  05/23/2022

  The All-Clad warranty guarantees the pans are free from defects in materials and/or workmanship.  The warranty does not cover scratching, discoloration, damages, etc. that are due to improper use and care.
  
  The consumer had contacted us, and we did an evaluation via digital pictures.  Based on the pictures,the pan was discolored and had some scratching.   The agent was unable to validate a manufacturing defect in the pictures.  The consumer was given the option to send the pan in for a physical evaluation. 
  
  The ********************* did the evaluation today and indicated that they had an order entered to replace the pan as a courtesy.   The order was entered today and should ship within the next 5 to 10 business days

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I emailed Tfal initially in October 2020 about the quality issues in the non-stick pan. Tfal finally provided me a return shipping label on July 30, 2021 after multiple emails asking for a return label. I mailed the product in that week (dropped off at a CVS) and haven't heard back from them since. I followed up with them via chat and email today and they said they never received the product. They received the product, they just didn't want to give me any updates on it.Ref: ********

  Business response

  04/05/2022

  The consumer originally contacted us in October ************************************** the pan.  We asked for pictures.  The pictures did not show a manufacturing defect.  The pictures showed a build up of food and/or oil debris in the pan.  We offered to do a physical evaluation.  The supervisor asked for the consumers physical address to send a label as a courtesy.  The consumer e-mailed back, but did not provide the address.  We again asked for the address, but the consumer did not respond.
  
  The consumer e-mailed us 8 months later in July 2021 stating if he didnt receive the prepaid label, he was going to the Better Business Bureau.  We again replied that we had not been able to issue the label because he had not provided his address as requested.  He replied, Sorry for not including my address. I overlooked that.  He provided the address, and we issued the label.
  
  We heard nothing further from the consumer until 8 months later, on March 29, 2022, when he contacted us via Chat asking where his replacement pan was.  We advised the consumer that we never received the pan for a warranty evaluation, so the warranty claim was closed.  We asked the consumer if he had a receipt from the place where he dropped it off at.  He was unable to obtain a receipt, and we have no record of receiving the cookware.    If the consumer can provide a proof of delivery or receipt that he dropped the pan off at a shipping location, we will gladly reopen the warranty claim.

  Customer response

  04/05/2022

  
  Complaint: 16960298
  
  I am rejecting this response because: the business lost my pan in their system and the *** tracking information is now out of date, so it can't show that it was delivered. I demand a new pan.
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father purchased a ********* set for me as a Christmas present (12/25/2021). The set claims to have scratch resistant coating & even comes with METAL UTENSILS. I have only used my own rubber coated utensils on all of mthe ************ One of the pots already has a lot of the scratch resistant coating flaking off. This is one of the pots that gets the least amount of use in my home. The others are still holding up. When I reached out to their customer ********************** I was blamed because of scratching. I didnt do anything out of the ordinary with this pan. The scratches are due to the pan not having a durable scratch coating. Ive only had this product for two months. They boast about the pans having a lifetime warranty but refuse to acknowledge that the wear showing on a pan may be due to their product being defective.

  Business response

  03/24/2022

  
  I have reviewed the history of the consumers contacts with the Consumer Service agents, as well as the pictures the consumer sent to us.  In the complaint, the consumer states the coating is peeling off.  The pictures the consumer sent show numerous digs into the non-stick and scratching, but I do not see any indication of peelingof the non-stick in the pictures.
  
  You still must use some care when using metal utensils,even with cookware that is safe for metal utensils.  Too much pressure can still put digs in the cookware.  Sharp metal utensils, such as knives,should still not be used to cut in the pan.
  
  The normal warranty process is for the cookware to be shipped into our inspection department for a physical evaluation.  In some cases, we can validate the warranty via digital pictures.  When we are unable to validate the warranty via the digital pictures, a physical evaluation is necessary.   On March 17, 2022, the agent e-mailed the consumer explaining that we could not validate a manufacturing defect via the digital pictures and how to send their cookware in for a physical evaluation.  I have e-mailed the consumer to see if she has sent the cookware in.
  
  If the consumer has not already sent it in, as a courtesy, I have advised the consumer that we will issue a prepaid shipping label to have the pan brought in for a physical warranty evaluation.
  
  
  
  

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a expensive krups espresso machine from this company which has a 24 month warranty. The unit started to malfunction around the one-year ****. When I initiated a warranty claim and provided all the required information including receipt of purchase they refused to service my unit without providing any details. They have had me go back-and-forth for the last two months to get the item serviced.

  Business response

  03/02/2022

  We regret to hear that the consumer experienced difficulties with their Krups Espresso machine, and was not satisfied with the service he received from the agent.
  
  When the consumer initially contacted us in January.  They advised us that they did not have a receipt for the purchase.  When a consumer does not have a receipt, we attempt to validate the warranty with the information printed on the manufacturing label.  According to the information on the label, the machine was produced in 2018.  Based on that information, the machine would be well beyond the two-year warranty.
  
  On January 27th, the consumer e-mailed a copy of a shipping tracking number confirmation dated November 27, 2020.  It did not contain the retailer information and other necessary information.  Since it appeared to be an on-line purchase, the agent asked for a copy of the invoice for the purchase, which the consumer should have been able to retrieve from their on-line account.  On February 23, 2022, the consumer sent an Order Confirmation, which showed an order date of Dec 04, (did not include the year, just the month and day).  Based on the information on the documents the consumer provided, it appeared that it shipped (November 2020) prior to it being ordered (December with no year ) since this information was not clear,the agent asked for a receipt that shows the date including the year, as well as the store where it was purchased.
  
  The agent was still waiting for the consumer to provide that information in order to proceed with the warranty claim.
  
  Even though the consumer has not provided the requested receipt, I have e-mailed the consumer and advised that we would send a shipping kit to have the espresso machine go to a service center for warranty evaluation.
  
  If you need any additional information, please contact me.
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second time I have had to contact the BBB as this company will not respond to my emails outside of the one I have with you. We are military stationed overseas in Japan. Our coffee maker broke within our warranty and Krups said they would replace it. We had to pay to ship it back to them and they said they would send our replacement to my family in the states who also had to pay for shipping. The problem is - they replaced with a completely different coffee maker that isnt the same value as our original nor does it have the same functions! It doesnt have a timer with a self grinder for our brand they thought sending a warming pot and manual hand held grinder would be ok. Absolutely NOT!!!! Myself and my family now have had to pay for shipping of items that we did not agree to as we were told it would be replaced. They apparently are now refusing to give us our money back as they wont respond to my emails. I am beyond furious!!!!!!I want a complete refund of the original product so that I may purchase a new coffee maker that does the same functions as the previous one that was covered under warranty! Any help that you could provide would be very much appreciated.

  Business response

  02/09/2022

  We responded to the consumer's original complaint 16160970.

  We regret to hear that the consumer is not satisfied with the warranty process and the replacement Coffee Maker and Grinder.The Krups *** warranty applies only for products purchased and used for domestic purposes. There is an international warranty, but the product must be used on the same voltage and frequency that machine was designed for. Simply using an adapter for the plug is sometimes not sufficient. If using the International Warranty, the warranty process is handled by the service centers in the country where the consumer is currently residing and using the machine.Not all countries carry the same products and if replaced, the product replacement would be with product that is in their countrys current voltage and frequency. Since the consumer is in the military and will return to the ** at some point, having a machine that is designed for another country (plug, voltage, frequency different than the **), we thought that was not the best option for them. Since they are on a military base, the agent gave them the option of sending the product back to the ** through one of their friends or family members. We cannot issue prepaid shipping labels for APO addresses or overseas addresses. They decided to send the product back to their family member. Since we cannot ship it back to them at an APO address, we agreed that the repaired or replaced machine would be shipped back to the ** address that they provided. The service center was unable to repair your machine and requested a replacement order. Unfortunately, the machine that they had has been discontinued and we had no inventory left. We sent the consumer an e-mail on October 1st stating: the service center could not repair your unit and normally we would replace it. However, these are discontinued and no longer available and we have nothing like it to replace it with. Therefore, we will be sending you the EC324 coffee maker and the GX5508 Grinder. These will come in two separate packages. You should receive this in about 10 business days.The coffee maker shipped out via *** Tracking number 1ZX641W50307677695 and was delivered on Friday, October 8, 2021. The Grinder shipped out via *** Tracking number 1ZX641W50307677882 and was delivered on Saturday, October 9, 2021. The combination of the two products would give them the same functionality, and the value of both machines is approximately the same price as the combination machine. In the complaint it sounds as if they only received the coffee maker. The grinder was delivered. Possibly their family member still has the grinder. If they shipped both to them, the family member should file a lost package claim with the shipper they used to send it to them.Hopefully this clears up the reason the warranty was handled the way it was, and the consumer receives the grinder from the family member. If you have any additional questions, please feel free to contact me.*** Manager Krups Consumer Service

   

  The consumer originally said that they did not receive the grinder.  Now the consumer is stating it does not work the same.   Even though the warranty does not provide for refunds, if the consumer returns the replacement coffee maker and grinder in NEW, UNUSED condition in the ORIGINAL PACKAGING, together with a copy of the receipt for their original purchase, I will submit the documentation to request to have a refund approved.    The product and documentation must be received within the next thirty days.  We strongly suggest the consumer send it to us by a form of traceable and insured shipping.  We cannot accept responsibility for product that is lost or damaged in transit.  I also suggest that the consumer advised us when it is being shipped and the tracking number so we can check when it is scheduled to be delivered.

  I will also e-mail the consumer this information, however, there seems to be an issue with her receiving our e-mails.  Possibly they are ending up in her spam/junk mail.

  If there is anything else we can assist with, please advise me.

   

  Customer response

  02/09/2022

  
  Complaint: 16737177
  
  I am rejecting this response because:
  
  Now you are asking me to again send back the two separate pieces that I would have to pay for shipping along with my parents pay for shipping when we have already spent over 150 dollars in shipping! These two pieces do NOT perform the same function as the original coffee maker as it was an all in one and they Do NOT equal the value! 
  

  Our original coffee maker was under warranty as you also agreed and because you could not provide the same product I am demanding a full refund. Its that simple! 

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

  Business response

  02/22/2022

  We regret to hear that the consumer is not happy with our attempt to resolve the situation.  We understand the consumers frustration, however, as we have explained, the warranty does not provide for refunds. 
  
  As a courtesy, we offered to ask for an exception to get approval for a refund.  In order to request a refund, we must have the receipt from the original purchase, and the product needs to be returned new/unused in original packaging.
  
  I cannot issue a prepaid shipping label for the product to come back from overseas, but I can send a prepaid shipping label for it to come back to us from her familys ** address.
  
  We can extend this offer until March 31, 2022.   If the consumer advises the tracking information for the shipment back to us, I will track the package and have the process expedited once the Coffee Maker and Grinder, together with the receipt for the original purchase are received.

  Customer response

  02/22/2022

  
  Complaint: 16737177
  
  I am rejecting this response because:
  
  I refuse to pay to ship back two separate boxes of a products that we did not want nor agree to from previous complaints. Not too mention I would have to pay to ship them to my family. We have already spent more money than the coffee maker is worth shipping back and forth the original coffee maker! 
  

  I either want a full refund for my original machine or simply send me the same one or one that does the same function! I should not be expected to be satisfied with a product that is now two separate pieces and does not have the same functions. Its that simple! 
  
  Regards,
  
  ***************************

• Initial Complaint

  11/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a military spouse stationed overseas - our coffee maker broke and they confirmed it was still under warranty and that they would replace. They told us they would not ship APO so we had to pay nearly 50 dollars to ship it back to them directly. They replaced with two completely different products trying to say that they no longer made the one that we had (and even though you can still purchase it on Amazon) it was shipped to my parents who then had to pay over ************************************************************************************************************** function of our other ones! They lied saying they emailed us but no such email existed. They goes days and weeks without responding and quite frankly I am beyond ****** off. Wasted time, wasted money and I just want my money back so I can buy from a better company!

  Business response

  11/19/2021

  We regret to hear that the consumer is not satisfied with the warranty process and the replacement Coffee Maker and Grinder.
  
  The Krups *** warranty applies only for products purchased and used for domestic purposes.  There is an international warranty, but the product must be used on the same voltage and frequency that machine was designed for.  Simply using an adapter for the plug is sometimes not sufficient.  If using the International Warranty, the warranty process is handled by the service centers in the country where the consumer is currently residing and using the machine.
  
  Not all countries carry the same products and if replaced, the product replacement would be with product that is in their countrys current voltage and frequency.  Since the consumer is in the military and will return to the ** at some point, having a machine that is designed for another country (plug, voltage, frequency different than the **), we thought that was not the best option for them. 
  
  Since they are on a military base, the agent gave them the option of sending the product back to the ** through one of their friends or family members.  We cannot issue prepaid shipping labels for APO addresses or overseas addresses.  They decided to send the product back to their family member.  Since we cannot ship it back to them at an APO address, we agreed that the repaired or replaced machine would be shipped back to the ** address that they provided.    
  
  The service center was unable to repair your machine and requested a replacement order.  Unfortunately, the machine that they had has been discontinued and we had no inventory left. 
  
  We sent the consumer an e-mail on October 1st stating: the service center could not repair your unit and normally we would replace it. However, these are discontinued and no longer available and we have nothing like it to replace it with. Therefore, we will be sending you the EC324 coffee maker and the GX5508 Grinder. These will come in two separate packages. You should receive this in about 10 business days.
  
  The coffee maker shipped out via *** Tracking number 1ZX641W50307677695 and was delivered on Friday, October 8, 2021.  The Grinder shipped out via *** Tracking number 1ZX641W50307677882 and was delivered on Saturday, October 9, 2021.  The combination of the two products would give them the same functionality and the value of both machines is approximately the same price as the combination machine.  
  
  In the complaint it sounds as if they only received the coffee maker.  The grinder was delivered.    Possibly their family member still has the grinder.  If they shipped both to them, the family member should file a lost package claim with the shipper they used to send it to them.
  
  Hopefully this clears up the reason the warranty was handled the way it was, and the consumer receives the grinder from the family member.
  
  If you have any additional questions, please feel free to contact me.
  
  ***
  Manager Krups Consumer Service
  
  
  
  
  
  
  

• Initial Complaint

  11/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All-Clad Reference #******** I am so upset with All Clad! I asked for a supervisor to call me back on Monday. Nothing! Last Wednesday when I called, and when you emailed me, you had no record of what was going on with my 4 pans. This Monday- all clad claims that it wasnt there fault that the non stick was coming off. Consumer wear and tear. These 4 pans are all less than 3 years old! I've had Target non-stick pans last longer.it was mailed out last Wednesday- before I even called and you claimed they had not inspected them yet when in fact , they were already being mailed back! This just doesnt add up. These pans are defective! Never been in the dishwasher nor have we used any metal utensils. The non stick scratches with silicon and plastic spatulas! Very poorly made.The supervisor finally called back and said it wasn't all-clad's fault that the non-stick doesn't last. It isn't part of their lifetime warranty! All-Clad doesn't stand by their products!

  Business response

  11/16/2021

  We regret to hear that the consumer is not satisfied with the results of the warranty evaluation.  I would like to apologize for the confusion when the consumer contacted us for an update.  In looking back through the history, the cookware inspector sent the cookware back to the consumer on October 27, however they did not note the inspection results in the system until November 1.  Therefore, when the agent looks at the warranty claim case, they did not see any notes from the inspection department.  This normally means they have not inspected it yet. 
  
  I have reviewed the inspectors notes, as well as the pictures of the cookware taken during the evaluation.  The consumers original complaint was that the non-stick was peeling and sticking.  Based on the pictures and the inspection, the non-stick in the pans is not peeling.  There is a build-up of burnt on debris and grease, as well as indication of overheating.  When the build up gets burnt, it will begin to flake off.  Some people mistake this flaking of the debris as the non-stick peeling.  The build up will also cause sticking.
  
  The pan shows numerous scratches throughout indicating that sharp utensils were used in the pan and has damaged the non-stick.   The non-stick would not scratch with use of silicone or plastic utensils unless the utensils have been damaged and are sharp on the edges.
  
  The warranty states that the pans are warranted against defects in materials and/or workmanship.  Damage to the non-stick from sharp utensils and overheating are not covered under the warranty.  I have sent the consumer an e-mail offering some tips to try to clean up the burnt-on debris and help with the sticking that she is experiencing due to it.
  
  The non-stick in the pans will last as long as the consumer follows the use and care instructions included with the cookware.Tell us why here...

  Customer response

  11/17/2021

  
  Complaint: 16107911
  
  I am rejecting this response because: These pans were never used on high heat. Never! Only stovetop. The dark spots near the rim/handle is from the canola spray we had to use since the non-stick is sticking, not high heat as they claimed. The other 2 pans scratched with plastic, silicone and wood utensils.  Metal utensils were never used!  Ironically, all 4 pans were used the same utensils and same heat, but All_-Clad won't admit that there pans don't perform for a lifetime... 2-3 years maximum.  Save your money!!THERE IS A REASON WHY ALL-CLAD HAS A D- RATING.... THEY DON'T STAND BY THERE WARRANTY. Don't offer a lifetime warranty on non-stick IF YOU WON'T HONOR IT.  I am truly disappointed. 
  
  
  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. ↩