ComplaintsforLe Creuset of America, Inc.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a dutch oven on Thursday, 3/21/23 for overnight delivery. Unfortunately, I am not in receipt of the package as it was stolen. We did our due diligence. I will provide a police report and visual evidence if it means receiving a replacement. I don't want the money back. Le Creuset was extremely unsympathetic. Why are these packages not sent with required signature?? People run out for errands or emergencies and can miss the delivery and just that fast, an expensive package is taken. Signature capture would have alleviated this entire situation. Again, I just am looking for a replacement WITH signature required, or have it sent to a drop off box to prevent this from happening again. This is in reference to order #********.

  Business response

  03/27/2024

  Hello Saudia, we are sorry to hear of the problem you experienced with your delivery. There is really nothing we can assist you with for a package that was delivered. However, we have contacted *** to open an investigation to see if there is anything they can assist with. If you feel that the package was stolen, we suggest that you contact the local authorities to file a report with them.  Thank you.

  Customer response

  03/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21484572

  I am rejecting this response because:

   

  Another user was refunded due to a missing package. Whats the difference between our situation? Thanks for opening an investigation, however.

  Regards,

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

  Business response

  03/28/2024

  Saudia, we understand your frustrations and I'm sorry to hear about the issues you're facing with your delivery. We followed up with *** on your behalf and they have informed us that the package was indeed delivered. It appears that your *** My Choice Account may have a specific policy in place regarding stolen deliveries. As per their guidelines, they may not be held responsible for stolen packages. Given the confirmation of delivery, we regret to inform you that we won't be able to issue a refund or replacement order. We recommend reaching out to the local authorities to file a complaint regarding the stolen package. Thank you for your patience and understanding. Best regards,

  Customer response

  03/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21484572

  I am rejecting this response because:

  That still doesnt answer why another user who complained here received a refund when they stated their package was nowhere to be found but listed as delivered.

  Regards,

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

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase from Le Creuset on a Thursday afternoon at 2:48 PM EST. I paid $20 for overnight shipping, as I needed the item I purchased two days later for a get-together. Because the shipping was described as overnight, I expected to receive the item between Friday and Saturday. I did not receive the item until Monday. I called customer service and I was told that because I placed the order so late in the afternoon, the shipping label wasnt created until Friday and thats why my item was so late. As I didnt need the item anymore, I asked if I could get a pre-paid return label and I was told that I would have to pay to ship the item back to the warehouse myself. My primary complaint is that when a business describes something as shipping overnight, I take that literally. I understand things might take some time to process, which is why I figured Id get the item on Saturday at the latest, but this advertising is deceptive. I was extremely reluctant to pay $20 for shipping, as that is quite a bit of money, but I trusted that Le Creuset was going to fulfill a service that I paid for. If I had known that the item wasnt going to get to me by Monday, I obviously would not have made the purchase at all. The order number is: ********. The tracking number is: 1Z44A95R0191448431.

  Business response

  03/26/2024

  Hello ******, we apologize for the confusion regarding the charge for the expedited shipping charge.  We will issue a refund for the shipping charge of $19.99. Someone will be contacting you regarding the return of the order for a refund. Thank you.

  Customer response

  04/02/2024

  Someone from Le Creuset reached out to me via email and provided me with a pre-paid return label.  I was told that I will receive a full refund, including the $20 I paid for 'overnight' delivery.  I do see a refund of $20 on my bank statement, and I do hope they keep their word and refund me the full amount in a timely manner.  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on ****** around *** *** and was given the option of overnight shipping (next day) for $***** which I chose. Package did not arrive until ******* which is obviously much slower than overnight. I would like a refund of the shipping charges since the delivery timeline was not met. I attempted to contact Le Creuset Customer service which directed me to a separate web page not presented at the time of purchase and outlined that overnight is * business day and since the item was purchased on a Friday morning the Monday arrival was within timeline. I pointed out that at the point of purchase all info given was that the extra change was for "Overnight (Next Day)" delivery and there was no caveat implying any different based on day of week. At this point no refund has been issued for the shipping cost yet.

  Business response

  03/19/2024

  Hello *** ***** We understand the confusion regarding our expedited shipping as it only includes business days. If an order is placed on a Friday and is picked up by the shipping company the same day as in this case. We cannot guarantee that the shipping company will deliver on the weekend. We have processed a request for a refund for the shipping charge of $****** This process can take from * ** * business days to reflect with your financial institution. We apologize for any inconvenience that this might have caused you. Regards,

  Customer response

  03/19/2024

  [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

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am disappointed that ** ******* does not honor their warranty as stated on their website. I purchased an enameled 6.5 qt dutch oven from the outlet store of an authorized retailer on ********* This outlet does not take returns. Unfortunately when going to use the pan for the first time on ********** I noticed a small chip to the enamel under the handle. I attempted to make a warranty claim as this is a manufacturing defect (the pan was unused with original packaging). I was denied because "the store is all sales final" and is "not an authorized seller." I could not find anything about a store being all sales final in the warranty statements on the manufacturers websit** *********************************** I also do not believe that the outlet of an authorized retailer does not count as an authorized retailer. The charge on my card is listed just as "*********** This is not a great introduction to the brand that I was finally excited to try out! I don't mind sending the one I have back, would just like one without defects. I don't think it's relevant how much I paid or where I purchased it as it is a brand new in box product with a defect.

  Business response

  03/12/2024

  Hello *** ****** we apologize for the difficulties you are experiencing with your warranty claim. We will send you an email on the support ticket number that you have with us. Hopefully, we will be able to resolve this for you. Thank you. 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have many many Le Creuset but my Dutch oven I have it’s very upsetting it’s a Lemon the coating is coming off I have told emailed the compsny they told me it works you can still useit. No that’s not the correct answer you stand by your products especially as it’s not a cheap products I have never seen anything like it as I have many many Le Creuset items. I would like this compsny to do the right thing and replace this products it’s defective they sold me a defective product. I was **** by a store they sell their product to put in the complaint again as they dust care the first right they need to change their ways in hue they treat customers it’s terrible.

  Business response

  02/23/2024

  Hello ****** if you would please provide your support ticket number that you received from us. We will then review the information and pictures so that we can better assist you. Thank you for your help. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We ordered a dutch oven from Le Creuset on 10/28/23. We never received our order. Our order number is 02596241.After ordering, we checked the website constantly and kept an eye out for an email but they never told us that our order had shipped and they never sent us a tracking number. She checked her spam and trash folders. The website kept saying "We will send an email once your order has shipped". We assumed they were very backed up and tried to stay patient.Eventually, my wife started digging deeper and found a link to a tracking number at the very bottom of the webpage. Still no email. We found that the order had been delivered on 11/2/23 and we were never notified. Our building has package lockers that alert us about deliveries but sometimes carriers leave the packages on the floor, which means we don't get alerted that we have a package. We rely on shipping notifications and tracking numbers for these situations. We checked the room where the packages are delivered multiple times since we first put in the order and never saw it. Under "Shipping Policies" on Le Creuset's website, it states "Your shipment confirmation email will have tracking numbers for each shipment related to an order." Again, we received no such email or tracking number. We reached out to Le Creuset about this on 12/31/23 and they denied responsibility and have not refunded our money or resent the item.

  Customer response

  01/31/2024

  The company has finally responded to my inquiries and issued a refund for the item.

  I consider this issue resolved and would like to close this complaint ticket. Thank you for your time and attention to this matter. I think they definitely responded to the pressure.
  

  Business response

  02/01/2024

  Hello ******, we are sorry for the delay in processing your refund for Sales Order ********. However, we reached out to you through support ticket number ****** earlier this week, letting you know that we have initiated the refund process. Please note that it may take approximately 7 to 10 business days for the refund to appear in your financial institution. We sincerely apologize for any inconvenience this may have caused you. Thank you for your understanding.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on ******** for a dutch oven (order ********* and received the order on ****** Immediately upon opening the box I could clearly *ee the item i* defective, mi**ing a *mall piece of enamel on the lid. I checked the re*t of the pot for any i**ue* and there were none I could find. I don't believe the item wa* damaged in *hipping, there were no enamel chip* in the box. I emailed the company right away to a*k if I could be *ent a replacement lid, I took picture* of the i**ue and packaged the pot back in the box. I received an email on ****** a*king for picture* of the item in que*tion from different view* and I replied with picture* the *ame day. On 1/3 I received a re*po**e de*cribing the proce** by which the pot i* made and how each i* one of a kind and how pinhole* are part of the craft*ma**hip, etc. The re*po**e didn't apply to my i**ue at all. Thi* i* not about pinhole*, it'* a defective item. I re*ponded, again, that it'* clear thi* item i* defective and I would appreciate thi* matter be e*calated *o a return can be proce**ed. Thi* pot expe**ive, it'* *uppo*ed to be top of the line and i* *uppo*ed to have a lifetime warranty. I received a new item that i* clearly defective and the company doe* not want to take re*po**ibility. It'* a *mall defect but it'* at the edge of the enamel, I don't tru*t it won't wor*en with u*e. I paid for a new item and it feel* to me like the company i* playing game*. Thi* i* new, never u*ed item and I have no option to return thi* to a *tore. I am reaching out to the BBB now a* I don't tru*t LeCreu*et will *tand behind their product at all, ba*ed on their cu*tomer *ervice re*po**e.

  Business response

  01/04/2024

  **** we *ee that you have been communicating with u* by email on *upport ticket number ******* It look* a* if you are returning the item to u* for a replacement. Plea*e let u* know if there i* any additional a**i*tance that you need or if thi* ha* been taken care of. Thank you.&*****

  Customer response

  01/10/2024

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia;">

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia; color: #ff0000;"><*pan *tyle="line-height: 150%; font-*ize: 10pt; font-weight: normal; font-family: Georgia;">[<*pan *tyle="font-family: Georgia;"><*pan *tyle="line-height: 150%; font-*ize: 10pt; color: #ff0000;">To a**i*t u* in bringing thi* matter to a clo*e, you mu*t give u* a rea*on why you are rejecting the re*po**e. If no rea*on i* received your complaint will be clo*ed <*pan *tyle="font-*ize: 10pt; font-family: Georgi** *erif; color: red;">Admini*tratively Re*olved<*trong><*pan *tyle="line-height: 150%; font-*ize: 10pt; font-weight: normal; font-family: Georgia;">]

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia;">&*****Complaint: <*trong>********

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia;">I am rejecting thi* re*po**e becau*e: Thi* information i* incorrect. I have *ent the item back for a refund and not a replacement. I wa* told the refund would be proce**ed once the item wa* received in their fulfillment center and I *hould have that refund in **** bu*ine** day*. Tracking *how* the item wa* received ye*terday, January 9th.&*****

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia;">Regard*,

  <*pan *tyle="font-family: Verdana; font-*ize: 13px;">*** ********

  <*pan *tyle="font-family: Verdana;">

  <*pan *tyle="font-family: Verdana; font-*ize: 13px;">

  <*pan *tyle="font-family: Verdana; font-*ize: 13px;"> <*pan *tyle="font-family: Verdana; font-*ize: 13px;">

  Business response

  01/16/2024

  Hello **** we apologize for the previou* me**age. We will be refunding your order a* *oon a* po**ible. We are checking with accounting now and once the refund ha* been proce**ed you will be notified. Thank you.

  Customer response

  01/22/2024

  I am *till waiting to receive a refund and therefore had not re*ponded to the la*t me**age. Not *ure why the complaint i* clo*ed if I'm *till waiting for the bu*ine** to re*olve the matter. When I la*t attempted to follow up with the bu*ine** directly the reiterated that it would take **** bu*ine** day* to refund the item received.&*****

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a small Dutch oven from this company maybe a year or two ago. Recently I was washing it and realized the paint was chipping. I submitted a request for a warranty replacement. The company representative told me that my claim was denied because according to the pictures the damage was not a manufacturer's defect but damage caused by “dropped or something banged against it”. Now mind you I paid over $300 for this piece and almost all of the other pieces I have ordered from the company. Having said that, because they are so expensive I take very good care of my products to ensure they last. I have collected a lot of Le Creuset even though it’s expensive because of the lifetime warranty. Now they’re telling me they won’t honor one of their biggest selling points. This company needs to change the way they sell their lifetime warranty or get rid of it if they’re going to be looking for loopholes to get around fulfilling warranty claims. This is not a customer service friendly practice and poor treatment by a company that charges top dollar for the products their selling.

  Business response

  10/18/2023

  Hello *** ********, I see that we contacted you yesterday about this, and we issued a *** number for you to return your item for a replacement. Did you not receive that email? The support reference number on the email was ***** and *** number to return your item is **********. Thank you,

  Customer response

  10/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of Le Creuset pots and pans from the outlet mall in **************** *********. I was told when I purchased them that the handles of the pots and pans would not get hot when cooking because they have rubber handles. When I started cooking with them I noticed that the handles do get hot to the point where you need to use oven mitts, Since they have a lifetime warranty I contacted Le Creuset to see what options I had. and Le Creuset is not wanting to stand behind their product. Le Creuset is saying to contact the store where I purchased them. But I do not live anywhere near the store where I purchased them and I should not contact the store since it is a corporate company. I have talked to two stores and they have said that the handles should get warm but not hot to the point where you need oven mitts

  Customer response

  09/19/2023

  The desired resolution we are looking for is a replacement pot of the 6 1/3qt that is covered under lifetime warranty. If that will fix the heating issue where the handle are getting hot when they are not supposed to. If that won't fix the issue then we would like a partial refund. 

  Business response

  09/27/2023

  ***********************************, If you would please provide pictures of the cookware you purchased so that we can better assist you with your questions. Thank you

  Customer response

  10/09/2023

  Here are the photos as requested by Le Creuset

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the le creuset baking deep dish and due to a material problem I was granted for a replacement, the problem that the company send me a smaller size without saying anything or offer me different solution ..thta is not even deep is a cookie sheet.. this is the email ******* ******* (Le Creuset) Sep 8, 2023, 16:22 EDT Hello ********, Unfortunately your initial item is discontinued and no longer available. Our warranty does not guarantee style or colors due to them frequently being discontinued. So we have replace your item with the close replacement we have for your item. Regards, ****** ******* ********innocentiarezzo Sep 5, 2023, 19:06 EDT This is a follow-up to your previous request #****** "New product claim" Hello, I just received the item but is the wrong one! Mine is the deep one and this is a small and not deep I will attach my pan and what I receive ..

  Business response

  09/13/2023

  Hello ********* we are sorry that we were unable to send the same item as it is no longer available. However, we can send you the set of 2 cake pans that are on our website ******************************************************************. If you please take a look at this item and let us know if you would like us to send it to you. Thank you.

  Customer response

  09/13/2023

  [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,

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

   

*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. ↩