ComplaintsforLe Creuset of America, Inc.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I purchased 10 items from LeCreuset at about $1500 11/2021. I use them not very often but still one of the items has rust on it and others has cracks. I spent a lot of money there since they say it's a lifetime warranty and yet they do not respect this as all. I am stunt about how fake this lifetime warranty is since they do not respect it at all. They want me to send it to them and only then they will replace - even though I do not deserve it. It's a lifetime warranty! why don't I deserve it??? And even though they accept me to send - why do I need to pay for the shipping?? the pan weight is so heavy, the shipping will cost more than a new pan!! (which I will never buy from them anyway if that is how they lie to customers! lifetime warranty should be exactly as they say and if not - stop marketing like that!) I would expect them to let me go to the store and replace the item immediately! what a shame! They closed the case so there is no one to talk to! I really need your help since I do not know if and when other pans that I bought from them will get ruined and I don't trust them at all! I would like to return everything unless they commit to respect the warranty for a lifetime as they advertise and at the store without me paying a fortune to return!

  Business response

  05/10/2022

  The customer had filed a warranty claim and we informed her that the damage was not covered under the warranty since it was not due to a defect. Our warranty only covers defects not damage that the customer caused. However, we told her that as one time courtesy we would replace the item and that she needed to return her pot to us. She was advised that she needed to pay for shipping to us and we would pay to ship out the replacement. She was upset about this, so as a one time courtesy we have sent her a prepaid UPS label to return the pot to us for a replacement.

  Business response

  05/11/2022

  Our warranty information is provided on our website and the employees in our stores know this information as well. 

  Customer response

  05/11/2022

  [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: Seriously?? Are you sure the employees mention this?
  Well, I am sure they don't as a fact since they did not mention that to me. On the contrary - they even said - don't keep the receipt and if something happens we know our product and will respect the warranty without it.

  Lying in marketing is #1 fail as a company!
  

  Regards,

  **** ****

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got married in 2018 and one of our many Le Creuset gifts was a demi kattle. It was bought at zola.com, where we had our registry. In 2020 we noticed that the enamel from the bottom of the kattle was peeling, we contacted the customer service, payed ourselves for the shipping and they sent us a new one, with the same color. Less than 2 years later, the same problem was occurring, the enamel was peeling off. We contacted the customer service again explaining the situation. they responded in a very assertive way: "The damage to your item was caused by dropping/hitting and will therefore not replace the item in this case". We were very disappointed with this response, specially because the kettle has absolutely NEVER fallen or suffered any physical damage. We never dropped it or used for anything else that heating water for tea. After we responded this email they told us to send them the kattle (again, we had to pay for it) and they would send another one (not because they believed us, it was "a one-time courtesy"). It took 3 weeks, and when they finally send it had a TOTALLY different colour (we had a blue one and they sent a white one). At this point I'm very tired and disappointed with the costumer service and with Le Creuset. They were supposed to have extremely good quality products and this kattle should at least last 5 years (warranty time in the box). Every time we have to contact the customer service we feel belittled and their attitude is always as they were doing us a big favour. One of the main reasons of buying Le Creuset products is the aesthetic part, we have many other items and we would really like they all had the same colour (on their website they seem to care a lot about it). It's very frustrating that they don't seem to care about it when replacing an item for costumers that are having problems with it for almost 4 years now.

  Business response

  03/14/2022

  We tried calling the customer today and there was no voice mail to leave a message. However, the customer contacted us last week and we opened a claim for them to return the tea kettle to exchange for a different color. Once we receive the return it will be replaced. 

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have purchased several LeCreuset pans over the course of several years. I have used the same technique to clean each of them, but one pan (Dutch oven), I use daily. Over the course of time; the pan has become blackened which is likely both dangerous or toxic. But, also, it’s unsightly and inappropriate for such a luxury ware. Customer service has dodged my request for lifetime warranty coverage but simply asking me to resend photos multiple times (like they never read the initial submission whatsoever with several descriptions and photos.) The responses have been curt and without explanation, and only providing cleaning suggestions. As stated, I understand how to clean the pans. This is a clear dysfunction of the item over the course of time with use, which would be considered a “lifetime,” if you will. The original retailer saw the pan and directed me straight to LeCreuset for their coverage and support. Their responses have come back EACH time from a different person, which tells me that their customer service entails random representatives simply shooting out random and short responses without detail, care or explanation. This stinks of poor business practice, a lack of customer service, and truly, false advertising in their product guarantees.

  Business response

  02/14/2022

  Thank you for bringing this to our attention. According to our records this consumer was provided an RMA number to return the warrantied item to us.

   

  Customer response

  02/15/2022

  [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

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov. 4, 2021 I ordered and paid for an item on their website. On Nov. 10 I received an email stating that my item had shipped. After several weeks when I had not received the item, I checked the tracking information. There was no update info. I contacted LeCreuset. I was told that UPS lost the package. When I called UPS I was told they never received the package to deliver. Starting in mid December I have sent emails and made repeated phone calls to the company. I did speak to a Supervisor named ***** who promised to research the problem and get back to me. Never happened. On Dec. 30 I received an email from ******* ******** stating this "I was told by ***** himself he will get back to you next weeks." That was 2 weeks after my conversation with him. Still has not contacted me. Today is Feb.8 I have made numerous calls since then. Keep getting told a Supervisor will get back to me. Only solution I was offered (due to item out of stock) is to get a refund then repurchase when back in stock. That is not an acceptable solution. I purchased item at a discounted price. I was told that I would have to repurchase at full price. I want the item whenever it comes back in stock at the discounted price. This customer service is the worst I have ever encountered. There are many, many negative reviews online with similar complaints to mine. Apparently, they do not care.

  Business response

  03/02/2022

  Thank you for bringing this to our attention. We have reached out to the consumer and have resolved the issue.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Le Creuset kettle melted. The "heat resistant" plastic on the nozzle just melted. I emailed Le Creuset for a replacement and they told me that the issue had occurred because the damage was caused by "possible high stove heat," which was odd because the heat on a stove is high, and heat resistant plastic on a kettle should be able to withstand boiling water without causing a fire hazard. They said they would send me a one time replacement at no cost, which was great--but the replacement leaked boiling water from the base of the nozzle, which is also a safety hazard. When I contacted customer service again, they failed to address the issue for 2 months even with repeated follow up, and when they finally responded, I was told I needed to ship the item back at my own expense so that they could determine if there was in fact a defect.

  Business response

  02/11/2022

  Thank you for bringing this to our attention. Consumer has been taken care of. 

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a broken wok early Jan 2022 and followed instructions to return item for full refund. Le Creuset received the returned wok on Jan 31 2022 but did not inform me nor mention a refund in process. I called on Feb 2, 2022 to confirm they received wok and confirm refund has processed. 3 reps refused to send me email confirmation that they received the wok, refused to discuss amount and date of possible refund, refused to let me speak with a manager to discuss refund details for my over $306 refund. I am a disabled senior and it is unconscionable that they are keeping both their item AND my money.

  Customer response

  02/02/2022

  Complaint #******** has been resolved. Business has issued refund. Please cancel complaint. Thank you.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a purchase on Nov 29th 2021 for Christmas. I was aware it could take 10 business days. It read online that my package was given to Fedex. The estimated date came and went. Fedex was reporting that it was never received. I called asking about my package around 12/14. I was told to wait another week. I called again on 12/22/2021. I asked for a refund considering it still appeared that my package was not at my door. I was told by a ****** ****** that she will process my refund for 225.75 and it will take 7-`10 business days. Today, I have a package at my door. I called again and spoken to a Ms. *** and requested to speak to the manager. I was told she was unavailable, but a message would be given. I expressed how upset I was regarding this issue. Ms. ***** called me about 10 minutes later and expressed that they will send me the shipping label via email and my refund would take place in 5-7 days. Frankly, they have kept my money long enough to incur interest and I am going through the hassle for a return on an item I explicitly called to have not shipped.

  Business response

  01/04/2022

  Thank you for bringing this to our attention. A supervisor has contacted the consumer and a label has been sent. 

  Customer response

  01/06/2022

  [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. The money is being put back onto my card. I sent back the package the day I got the label. Thank you for your help.

  Regards,

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

   

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday, Nov. 26-27 I spent many hours each day attempting to place an order. I was trying to pay with Paypal and I kept getting an error from Le Creuset rejecting the payment. I know it was on their end because I had paid with Paypal before, during and after attempting to pay on Le Crueset's site on many other sites. After two days of attempts and several emails to Le Creuset I used another payment method for Order Number: ********. I wanted to use Paypal to get the additional 5% cash back they are offering this holiday season. Le Creuset refused to help me when I emailed them, even though the problem was clearly on their end. I would like a 5% refund because their systems were not working properly and they quickly rebuffed me when I brought that up to them.

  Business response

  11/29/2021

   Thank you for contacting Le Creuset. Unfortunately, we are unable to process any percentage off of this order, as there was a promotion code already applied to the order and we do not offer any promotional percentages off orders. We are sorry for any inconvenience.

  Customer response

  12/01/2021

  [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 did place the order several times, it's the same order I placed paid with Apple pay.  You have no records because it said it couldn't verify my payment through Paypal and rejected it.  Like I said, this is on your end.  I was able to pay that way through Paypal for several other orders from other websites that day.  As the problem was/is clearly on your end, that is the reason I'm asking for the 5% back.  If it were on my end I would have been able to fix it.  I checked with Paypal was well and they said it was a problem with your site.  Please kindly refund me 5%.

   

  Regards,

  **** ******

  Business response

  12/02/2021

  Hello,
  We have reviewed your order attempts and we do not show that you attempted to pay with PayPal. When you place an order, it goes through a verification system. If the system cannot verify your information then the order will not process. It will reject in the system. I am showing four orders that you placed off our website www.lecreuset.com. One on November 3, 2019 and you used your Mastercard. The second order was January 28, 2020 using a credit card. The third order was April 1, 2021 and a credit card was used. The last order was placed on November 27, 2021 and you used Apple pay. Our system shows if any orders were rejected/cancelled, etc and we do not have an order with you trying to pay with PayPal. The order that you placed on November 27, 2021 Order #********, you used a promotional code and received 25% your entire order. I am sorry but we are unable to add any additional percentages off of your order. We do not have any records of a rejected order using PayPal.

*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. ↩