ComplaintsforLe Creuset of America, Inc.

• Initial Complaint

  07/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A year ago, I made a purchase of a large Le Creuset dutch oven. Despite the manufacturer's assurance of dishwasher safety, I have consistently chosen to hand wash it. Unfortunately, a mishap occurred recently when I inadvertently placed the lid in the dishwasher. As a consequence, the outer color of the lid has become discolored, exhibiting signs of wear in certain areas. After reaching out to ****** ********** *******, a customer representative from Le Creuset, I was extremely disappointed with the level of assistance provided. Not only was she unhelpful in addressing my concerns, but she also displayed rudeness throughout our interaction. She dismissively labeled the discolorations as "cosmetic" and informed me that they would not be covered by the warranty, providing no further assistance or guidance. I am seeking a replacement lid or an entire refund for this product.

  Business response

  07/24/2023

  Hello *****, if you would please provide the support ticket number that you have with us so that we can review your claim. Thank you for your help.

  Customer response

  07/26/2023

  The business is asking for a claim number which I never received from the Le Creuset representative I spoke with. Again, the repressive was unhelpful and dismissive of my complaint. Additionally, when I asked to speak to a supervisor, I was told a supervisor was unavailable, but I would receive a call back within 48 hours. I did not. 
  

  My complaint still stands and I am requesting a replacement lid. 

  Customer response

  07/28/2023

  [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:

  The business is asking for a claim number which I never received from the Le Creuset representative I spoke with. Again, the repressive was unhelpful and dismissive of my complaint. Additionally, when I asked to speak to a supervisor, I was told a supervisor was unavailable, but I would receive a call back within 48 hours. I did not. 
  
  My complaint still stands and I am requesting a replacement lid. 

  Regards,

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

  Business response

  07/31/2023

  Hello *****, we have reviewed the pictures that you provided to the BBB and listened to the phone call. Based on the information provided to us the item is not covered under the warranty. However, as ****** indicated on the call you can submit a warranty claim at *********************************************. Once we have the additional pictures and information, we will be better able to advise you. Thank you,

  Customer response

  08/02/2023

  [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:

  Le Creuset claims that their cookware is dishwasher safe and they will not honor their warranty for damages caused by dishwasher washing. On their website it states: Le Creuset Stoneware is safe for use in the microwave, freezer, refrigerator, dishwasher, oven and broiler.

  I submitted a warranty claim per their instructions and they refuse to refund or replace my cookware.

  Regards,

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

  Business response

  08/03/2023

  *****, we apologize for the message you received regarding your warranty claim. I will be reply back to support ticket number ****** with a resolution. thank you

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of pots and pans from them. Only one of the items has shown to be defective, a sauté pan. I have never used it in my oven, put it through my dishwasher. Always heat it on our induction range, cool it completely before hand washing and drying. The company denies the warranty for a replacement pan for a warped pan. The manager of the ** ******* ***** (*******) said they would honor it. They won’t. He won’t return my calls.

  Business response

  06/06/2023

  Hello *******, it sounds as if you opened a warranty claim with us online. If you did, please provide us with the support ticket number and we will review the information you provided. Thank you,

• Initial Complaint

  05/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on May 2nd. On May 10th I realized I never received shipping info. I called Customer Service and told my order could not important to their second system. I was put on hold after a while so they could speak with a supervisor. Someone was supposed to call me back. No one did. I called today the 11th and told they were still working on it. I decided to call and cancel the order so I could place it again with faster shipping as it was part of a gift. I was told they could not ship it as of now and I could not cancel. I said this was crazy and she hung up on me. I called back and asked for a supervisor and she said they would call me back in a day or two. She said they were very busy. What is going on with my order #******** and why such horrible customer service and lies. Disgusting way to treat customers.

  Business response

  05/17/2023

  Hello Mr. ****, we apologize for any inconvenience you experienced in receiving your order. We were not able to cancel your order as it had reached the stage in shipping that would not allow us to do so. However, due to some recent upgrades to our system, we experienced some delays in shipping. According to the *** tracking number the shipment was delivered on 5/16/2023. Please let us know if we can assist you with anything else. Thank you.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  02/03/23 I purchased a heart shaped Dutch oven from this company When it was delivered the carrier threw it over a fence and broke it Covered under warranty they sent me a replacement I was unsatisfied with the size at is too small I sent it back They are refusing to refund me because they claim they sent me 2 in error which is not true I just want my money back it was unused and unopened Customer service claims I need to send back an additional one which I do not have or ever received before they refund me

  Business response

  04/20/2023

  Hello Ms. ******, We understand that you only ordered 1 item, however, when we sent the replacement for the damaged one, we shipped you 2. As you requested, we provided a copy of the invoice showing 2 was shipped and ***** tracking information showing the weight. Once the second item is returned a refund will be issued. Thank you,

  Customer response

  04/20/2023

  [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:

   

  this is not true you guys are wrong and calling me a liar I only received one it was an error on your end if you will not give me a refund send me my return back 

  Regards,

  ***** ******

  Business response

  04/24/2023

  Hello, we have spoken with the customer and will look into this in more detail.

  Customer response

  04/25/2023

  [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:

  I want a refund for my return 

  Regards,

  ***** ******

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  03/29/2023

  Hello Mr. ******, We did create a claim for you to return the pot to us for a warranty claim. We can request that *** come and pick up the package to return to us for processing. Please let us know if you want us to do that. Thank you.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I ordered a 5 piece nonstick metal bakeware set from Le Creuset. The package was supposedly delivered on 3/3, but nothing was received. I checked with my neighbors, different areas of my house, and I have not been able to reach Le Creuset. Now I am out the bakeware set that I paid for. It has been over 2 days now since it has shown delivered and I still have not received my package. I would like a full refund.

  Business response

  03/07/2023

  Hello ****, We have contacted *** to start an investigation for this delivery made on 3/3/2023. Once they resolved their investigation, which could result in them confirming the delivery, delivered to wrong address, or that the package is lost we will contact you with the results. A refund or replacement can not be issued until *** completes their investigation which could take from 7 to 10 business days. Thank you.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 14th I placed an order for the following three items on Le Creuset's website: (A) 5-Piece Signature Set Color: Caribbean SKU: MS1605-17SS (B) Mug Color: Caribbean SKU: PG90033AT-0017 (C) Cast Iron Cookware Cleaner SKU: ECC251 With this order, I received the following as a part of their Valentine's Day sale: (D) Heart Mug and Saucer, Set of 2 - Hibiscus SKU: *********** While placing my order, Le Creuset kept declining my credit card information. I used PayPal and it rejected that is well... No idea why as I went in and bought something else at the same time that went through. I finally gave up and used my husband's credit card instead, and it went through. the next day I received an email stating that my order was canceled with no explanation. I immediately emailed back asking Why. Today is the 24th of February, and I finally just called a rep since my email was ignored. A lady picked up the phone and I explained the situation. She asked for my order number **********, and then said that it didn't go through but couldn't tell me why. When I explained that I really wanted this order and the free heart mugs honored (which I was very excited to receive), she flatly told me that putting in the order on the phone is the same as on the website, and she wouldn't honor the mugs (no apology). Worst customer service EVER!!!!!!! Why doesn't Le Creuset want my money? This was close to $700 worth of product, and I can't even place my order!!! I am very upset that they will not honor something that they failed to provide. I finally just told her never mind. Le Creuset, you need to fix this! This makes me never want to purchase from you again! I want my order, and I want the free gift that I originally requested...

  Business response

  03/01/2023

  Hello *****, When sales order are placed they go through a verification process. It verifies such things as if the name matches what is on the credit card, correct billing/shipping address and even if the order is being placed from a US location. If any of these check points fail, the order is not processed. If multiple orders placed on the same day, it would pick them up as possible fraud orders. We apologize for any inconvenience that you experienced.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 21st of February I placed an order for the new shallow oven in Nutmeg. I paid for overnight shipping. Today I still didn’t receive any information about this order other than money taken from my bank account. I called today and agent told me that the order was cancelled and she placed another order for me. I asked if it will be shipped tonight. She said in few days. My question was what is the overnight shipping then that I’m paying for. She sounces confusing. I called again to get another agent. After few minutes of research he tells me the item I ordered is out of stock and it won’t be shipped. the money was taken, I still want my intent that I paid $217. 74 including OVERNIGHT SHIPPING. If I’d not call today twice I’d not get the item nor the information about it.

  Business response

  02/27/2023

  Hello ******, When an order is placed a temporary hold is placed for the amount of the order. Then once it ships it converts to a charge as we do not charge for an order until it ships. Unfortunately, we ran out of inventory in the color you ordered before we could process your order. That is why the order was cancelled. We apologize for any inconvenience.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted them Jan 12 to refund part of the order and when I finally got a response they didn’t read it. Asked again and got the info that I needed to return it. I sent it back as per their directions, they received it Jan 25. Still hadn’t had any response from the company and asked them on Feb 6 to confirm they received it. They asked for the tracking number so I sent screenshots of the tracking number, my receipt from UPS, confirmation of their receipt of the package from UPS, and the photo of the packing slip with the required return number that was in the box. Now they won’t answer and I still don’t have confirmation or the refund I requested last month.

  Business response

  02/09/2023

  Hello ******* *******, If you would please provide the sales order number so that we can assist you. Thank you, 

  Customer response

  02/10/2023

  [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:

  Hello,
  
  The reason I said dissatisfied with the response They already have the order number if they read the material I sent, and the case still isn’t resolved. The order number is ********. If you could forward that message please I would appreciate it.
  
  Thank you,
  ******* *******
  

  Regards,

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

  Business response

  02/22/2023

  Hello *******, After reviewing your order we realized that you were never charged for any of the items. Because you were not charged there will be no refund for the items you returned.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 29, 2022 I placed an order from LeCreuset for $1,988.46, order#********. For two weeks I would check my account and the order was listed as pending. On November 14, 2022, I emailed customer service to inquire about the status of my order ******** *******). On November 15, 2022 I received an email from customer service representative (name is in documentation provided) stating "The order was canceled due to the authorization for this order has expired. Le Creuset doesn't charge a customer until the item has been sent. Your pre-authorization should of have already dropped." The next day I proceeded to contact outlet stores to purchase the products I was seeking as the color was being discontinued. I made my purchases with that has a LeCreuset outlet store. One week later, November 23, 2022 after I had already made my purchases from sends me items (not the complete order) for a total charge of $1,685.53. Upon receiving the order I contacted customer service to resolve. I was denied any shipping labels to return the product and receive my credit. LeCreuset stated it is their policy not to pay for shipping on return items. I have the email documenting LeCreuset canceled my order. I have since filed a dispute with my credit card vendor ***** *****. As of today (1/18/23), I was told by ***** ***** that Lecreuset states they cannot provide me with a credit until I return the product. I am getting no where with Lecreuset even though they errored. The product is cast iron cookware and will be expensive to ship. Thus, my filing a complaint with the Better Business Bureau is to get the vendor to agree to pay for shipping for their error and to credit my credit card for the full amount of $1,685.53. The attached document provides a good portion of the exchange with LeCreuset customer service highlighting in yellow the cancellation.

  Business response

  01/20/2023

  Hello *** ******, We apologize for any inconvenience and problems we have caused you with the order you placed. We have issued a request to have UPS come to your home to pick up the items to be returned to us for a refund. I will monitor the return and let you know when we have received it. Please let me know if you need any additional assistance or if you have any questions. Thank you,

  Customer response

  01/20/2023

  [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 ********* was unclear on how *** will contact me to pick up the merchandise.  I work during the day (and not at home) and I am unwilling to leave $1,685.53 of merchandise outside my house.  I appreciate the vendor's willingness to incur the shipping charges  but need to know more information on how *** ***** to pick up the merchandise.  The how is when and where or how will *** reach me to coordinate the pickup.  

  Regards,

  *** ******

  Business response

  01/30/2023

  *** ******, We have provided you with the UPS pre-paid labels for you to drop off the boxes at the UPS store. You indicated that this would be more convienent for you than have UPS come to your home. Please let us know if require any additional assistance. Thank you,

*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. ↩