ComplaintsforLe Creuset of America, Inc.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a dutch oven at the end of November 2022 as a Christmas present. I thought I was told that the return by date was January 31, 2023. I live out of state. I just looked at the receipt and it states a return date of Jan. 7. The person I bought this for does not want it. I called the store but they will not make an exception. This is a standard item so taking it back should not be a problem. It also is a very expensive item so I do not want to keep it since I have no use for it.

  Business response

  01/12/2023

  Hello ****, If you would provide the location of our retail store that this purchase was made so that we can have the District Manager reach out to you.

  Customer response

  01/14/2023

  [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 ********.  The business asked for the address of the retail store.  I accept this as the business working towards a solution but not as the solution.  The address is ***** ******* ****** *****.  ***** **** .  ******** ***** ********* * 

  Regards,

  **** ******

   

  Business response

  01/19/2023

  Hello ****, If you would provide the location of our retail store that this purchase was made so that we can have the District Manager reach out to 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 it does not resolve the issue.  I am providing the address of the store as requested.  It is ***** ******* ****** *****.  ******** ***** ***  ******

  Regards,

  **** ******

  **** ******

  Business response

  01/26/2023

  ****, You should have been contacted by the District Manager for this location. If you have not let us know. 

  Customer response

  01/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The district manager did reach out to me.

  Regards,

  **** ******

   

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted this company about a stockpot that burns and makes the food stick to the bottom making it hard to clean. The company asked about temperature, I explained I cook often and never have issues with burning food. The company responded by telling me to use *** ******** **** to clean the pot, I told them I'd tried this but the issue doesn't go away, it only cleans the pot, and my food shouldn't burn and stick, ultimately removing the coating on the pot. The company told me they would replace the ********* I just need to pay for shipping to send them my ********* I mailed the stockpot back in Nov 2022, and it's now Jan 2023. I have not heard a word from this company about my replacement. I've been patient but this is unacceptable. I didn't purchase . I didn't spend $1 on a ********* I spent a few thousand on the entire set. I would like my replacement

  Business response

  01/09/2023

  Hello *** ******, We received the ******** in December 2022, and apologize that you have not received your replacement. We will be contacting you for color options so that we can send you the new ********* Thank you

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/16/22 I purchased a Heritage Casserole Dish from the LeCreuset website. My order number is ********. I did not receive a confirmation email for this purchase, so on 12/19/22 (the next business day) I called to check on this. The rep I spoke to told me she'd send me a confirmation and that my order was being picked just then so I'd probably get a shipping notification soon after. That shipping notification never came. I called back on 12/22/22 because I did not get this shipping notification. Whoever I spoke to told me that my order had been canceled. I got NO notification of this. The rep told me that they would process a replacement order that would be expedited since LeCreuset bungled my original. The rep told me I'd get tracking within 24hrs and the order would arrive 2nd day air. It is now 12/23/22. I have made FOUR phone calls today to LeCreuset, and only on the 4th call was I told that - shocker - this expedited replacement order was cancelled as well. The rep told me that once again they would be trying to get an order out to me but said nothing about expediting it. I was actually told the opposite - that bad weather would probably delay this order because they didn't know if ***** would pick up shipments today. Now, we are heading into the long holiday weekend and I am still without any clarity on whether or not I am getting this order. I want what I paid for. It should not be this difficult. This is not the first time I've attempted to buy something from the LeCreuset website only for them to screw up and not send my order. It's a good thing LeCreuset products last a lifetime, because their online retail operation makes you never want to do business with them again.

  Business response

  01/03/2023

  Hello *******, we apologize for the confusion and the inconvenience we caused in having your order shipped to you. However, we show that the delivery was made by ***** on 12/30/2022, tracking number ************. If you would please confirm if you have received the shipment and if there is anything else we can help you with.

  Customer response

  01/04/2023

  [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 received the shipment LeCreuset mentions, HOWEVER, I also received a duplicate shipment of the same item, shipped via ***. The *** order arrived first, so I asked LeCreuset to not send another. The ***** tracking indicated no movement at the time I reached out, so this should have been very easily done. Instead, I got a second shipment of the same item, and no one is responding to my emails asking for a return label so I may send it back. 

  Regards,

  ******* ****

   

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After several emails with ** ******* about my French oven, on Dec 2nd ** ******* communicated to me that they will provide a one time replacement for me. I confirmed the steps to return my French oven to ** ******* and I returned it on Dec 17th. On Dec 19th, I received an email for a 50% coupon code to purchase the item on ** ******* ****. A 50% coupon code is not the agreement made when I returned my oven and now ** ******* is in possession of my **** ******* ***** ****** **** and I have been left without the replacement french oven we agreed to. I have emailed and tried calling ** ******* on several occasions to no avail. I need this escalated and some assistance to get this matter resolved please.

  Business response

  12/21/2022

  Hello *** ****, After reviewing your claim we realize that you are in Canada, and 50% code is something that is only offered there. We are in the United States and will not be able to assist you. Please reach out to  for assistance.  Thank you.  

  Customer response

  01/10/2023

  Hi
  
  Thank you for following up with me. I did get a response from the ** ******* branch in canada and I received the replacement oven last week.
  
  Thank you for your assistance in this matter.
  
  
  
  

  
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order with Le Creuset of America on December 7. Order number is ********. I received a shipment from them which consisted of the wrong items (which were much lower on value) on December 15. Spoke to their agent and I immediately shipped the wrong items back to le Creuset on December 15 itself. I have UPS tracking for that, I have spoken to 7-8 agents after that, have email correspondence but still no idea as to when I will receive my correct order. I keep getting a different story from each agent. They refuse to let me speak to a manager or supervisor. As of today, I still have no clue if or when I will receive my order.

  Business response

  12/21/2022

  Hello **** *******, We apologize for the delay in shipping the incorrect items to you and the delay in providing you with the tracking information. The order has shipped and will be delivered by UPS, tracking number ******************. However, UPS has not updated their website with the delivery date at this time. We suggest that you check later today or tomorrow for the date. We apologize for any inconvenience we have caused you.

  Customer response

  12/21/2022

  [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. 

  Regards,

  **** *******

   

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Emailed Le Creuset October 20th at their "*********************" email regarding a wedding registry promotion with a free gift included. I have not heard back or received anything from this promotion and would like a response from the company regarding this. I've reached out to customer support but I have not received a definite answer from their end either. It would mean the world to me to receive this promotional gift and to continue being a customer of Le Creuset.

  Business response

  12/02/2022

  Hello, we need some additional information so that we can research this request. We need know exactly how the name appeared on the promo form and the email that was used to send the request to us. We searched for the name ******** ****** and by email ********************* and was unable to locate anything. Thank you

  Customer response

  12/02/2022

  [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: No resolution provided. I emailed "*********************" from "*********************" on October 20th with the name ******** ******.

  Regards,

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

  Business response

  12/05/2022

  Hello ********, The Gift Registry Team has been contacted regarding this and will be reaching out to you regarding the promotion for the gift registry. Thank you,

  Customer response

  12/06/2022

  [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: no firm resolution provided. The Gift Registry Team has now emailed me stating the heart skillet is no longer available but shows available through their website linked below. The emails they are sending me are mere arguments rather than resolutions.

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

  Regards,

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

  Business response

  12/07/2022

  Hello ********, The link you provided is for the Le Creuset ******** website not the ** website. We do not have any available in the ** and as you have been advised - program gifts are subject to change and available while supplies last. If you need any additional information please send a email to ********************* for assistance. Thank you. 

• Initial Complaint

  11/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently ordered a Le Creuset Dutch Oven and paid an additional $15 for 2-day shipping. The package never arrived and they told me it would take up to 7 days before a resolution. It has now been 12 days and they are no longer responding to my messages about updates on the shipping. It is very frustrating when paying so much money for an item WITH EXTRA SHIPPING just for it to not show up and for no one to help with what to do now.

  Business response

  11/18/2022

  Hello ****** ******, We apologize for the delay in issuing your refund. This has been taken care as it was processed on 11/17/2022. Let us know if you need any additional assistance. Thank you,

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/7/22, I ordered a 9-1/2 qt. oval indigo Dutch oven from Le Creuset of America for $525. On 9/15/22, I received a 5-1/2 qt. olive round Dutch oven. I contacted customer service and told them that I had received the wrong item. I followed their instructions for returning the wrong item and requested a refund, since they informed me that the item I wanted was no longer in stock. (I then purchased the item I wanted from another vender.) Instead of a refund, Le Creuset shipped me a second 5-1/2 quart olive round Dutch oven, which I also returned for a refund, following customer service instructions. I was told that as soon as the tracking showed "movement", I would get the refund, but that did not happen. Instead, I was surprised to receive a third shipment from Le Creuset, this time the 9-1/2 qt, oval indigo Dutch oven which I no longer wanted. when I called, customer service said I would get a refund as soon as they received the item back. I returned the item, and I can tell by checking the UPS tracking number that Le Creuset received the item back on the morning of November 7, but as of November 10 I have not received a refund. This run-around has been going on for more than 2 months. I have repackaged the boxes and made trips to the UPS store 3 times, and I still don't have the refund I was promised. I want my refund now.

  Business response

  11/16/2022

  Hello Ms. ****, We apologize for all the errors made in shipping the Dutch oven to you and that the refund has not been processed. We are in the process of taking care of this now and once it has been completed you will be notified. Again, please accept my apology.

  Customer response

  11/17/2022

  [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.  I have received the refund. 

  Regards,

  ***** ****

   

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  FOR THE ORDER #********, I am here to follow up the refund status of the Quidditch Signature Round Dutch Oven that I still not receive yet. The tracking status shown "information not available" and I tried to reach your staff by emails and calls, then your staff told me to followup the refund or replacement for the order and no one contact me anymore. I just want my money back!

  Business response

  11/16/2022

  Hello *** *****, We apologize that the Quiddtich Signature Round Dutch Oven did not ship to you. We are in the process of taking care of the refund now and once it has been completed you will be notified. Again, please accept my apology.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Pour Over Kettle for $98.79 on 10/24/2022 solely based off of the description that the kettle whistles. It is stated twice in the description of the kettle on their website that it whistles, and it does not. After contacting the company the day of receiving my order, they offered to refund me. I agreed to that, then they stated I will have to return the item and pay for shipping and the packaging. I had said I didn’t expect to have to pay to return the item due to them offering a refund, and due to the issue that this is false advertisement which is illegal. Le Creuset proceeded to say they will pay for the shipping label, but not packaging. That is not a refund as they had previously stated, that is a partially paid return. Sales order #: *******************1 Shipment ID #: ************

  Business response

  11/07/2022

  We have provided Ms. ********* a pre-paid UPS return label on 11/4/2022 to return the pour over kettle to us for a refund. As far as a box the one it arrived it can be used to return the item to us. If she no longer has it any box will do. Once se we receive the return, a refund will be issued.

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