Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep dissatisfaction with the way my account has been handled, particularly concerning the recent unauthorized payment that was taken from my account. This payment was withdrawn without my consent, and I find this behavior completely unacceptable. Additionally, throughout our interactions via phone, email, and text, I have found the level of professionalism to be lacking. The inconsistency with payment withdrawal datespayments not being pulled on the agreed-upon due dates, but rather when it was more convenient for your companyhas only added to my frustration. Due to these ongoing issues and the recent unauthorized transaction, I am requesting that my entire bill be taken care of in full. I do not wish to continue doing business under these conditions, and I expect prompt action to resolve this matter. Please respond within 48 hours to confirm the cancellation of any further charges and to provide an update on how my bill will be addressed. If this issue is not resolved to my satisfaction, I will consider further action, including filing a complaint with relevant consumer protection agencies and pursuing other avenues for resolution. I look forward to your immediate attention to this matter.

  Business Response

  Date: 02/10/2025

  This customer was always automatically billed on their chosen due date, the only time a payment was run on a different date was when we can contact and were running a card manually to make up for a missed payment.  We did not do anything out of line. They had been on autopay from the very beginning of the loan. I have attached some sheets showing you the payments and when they were attempted and also an amortization schedule of this loan. The customer owes this money and needs to contact me to make payment arrangements going forward. 

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to their expo in August of 2023 and purchased the cookware and were given 3 different vacation vouchers for buying the day of the expo. I tried to use the vouchers and they did not work. I contacted the person who gave them to us on Jan 14 2024. They responded saying we could get new vouchers. I heard nothing further and reached back out on Jan 23 and they said they would give us more vouchers. Again, they did not follow up and I texted again on march 7. They said sorry I will get them. I texted again on April 27th and they sent one voucher when we were given 3 orginially. I said this and they did not respond. I have called multiple times and never receive a reply. We either want valid vouchers and someone to tell us how to properly use them or a refund.

  Business Response

  Date: 01/17/2025

  We have contacted the customer and resolved the issue regarding the trips. We have reissued three vouchers that were to email. 

  Customer Answer

  Date: 01/19/2025

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we bought this cookware we were under the impression that nothing would stick to the pans. We cleaned the cookware the way we were told to and everything still sticks and the pans are hard to clean. When frying meats everything sticks. I have been burnt more times than I can count on the handles of the pots and pans.

  Business Response

  Date: 08/14/2024

  Hello *****,

  Thank you for reaching out to the BBB in regards to your kitchenware items. Unfortunately the BBB, would not be able to assist you with the cooking in your Kitchen Charm cookware. Please contact Kitchen ********************** at ************ and an agent can assist you with your warranty on your items, if needed, and schedule a mini cooking class instruction video so they can help transition you into cooking in this cookware more efficiently and effectively. Thank you for your business and patience. 

  Business Response

  Date: 08/16/2024

  After doing some more account research, customer was contacted on 8/7/24 at 2:12 pm. An agent spoke to the customer and had her explain what kind of cooking obstacles she was encountering. We suggested scheduling a zoom cooking class, but she denied the offer. She was more concerned about her balance and its increase every month. I informed her that its because she is on a half payment for six months. I gave her the information to contact her financer at billing.

• Initial Complaint

  Date:05/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was 4/2/23 in Nashville, TN and we received the products a few weeks later. We were sold cookware that we were promised would be non-stick and stainless steel. After receiving the product, we found that everything we cooked would stick to the cookware horribly. We did receive a demonstration before buying the product as well as instructions on paper. We followed all instructions but nothing changed. I attempted to reach out to the seller multiple times through their website but never received an answer. The business continues to bill me monthly even after my requests for any sort of assistance. I started to go through the process of disputing the transactions and was advised by my bank to reach out to them one more time. They were able to find a website that looked different than the one I was originally provided. I reached out and finally got a response, only to be told by a rep names ***** that they couldn't process a refund "especially a year later". He could only provide me with the exact instructions I had already been provided. He kept repeating himself even saying "let me repeat what I just said". False advertisement on both the product and the promise of customer service as it took me a year to finally get in contact with someone.

  Business Response

  Date: 05/06/2024

  Better Business Bureau **************
  Complaint Department
  ID  ********
  
  RE:  ************************* 72-011548
  
  Dear Dispute Resolutions,
  
  Thank you for your email we received April 29, 2024.  We appreciate the opportunity to respond. 
  
  ************************* and his fianc *****************************, from ***********, **, placed an order with The Kitchen Tradition Bridal company from Nashville, TN on April 2, 2023. They purchased a set of cookware and kitchen tools.  Customers can pay for their purchase by cash,check, a major credit card, or a payment plan. **************** and ****************** chose the payment plan and were approved for financing with Celebrity Credit. 
  
  ************************* and ***************************** did not purchase their products from Celebrity.  Celebrity is only the finance company doing the billing.
  
  ******************** BBB complaint is regarding his products that he purchased from The Kitchen Tradition Bridal company. 
  
  Please remove this complaint from Celebrity China & Cookwares BBB profile.
  
  Thanks.
  
  *******************
  Customer Service
  

  Business Response

  Date: 05/20/2024

  Hi,

  Thank you for your 5/16/24 notice that this case was closed as "Answered".  In our response, we requested that this complaint be removed from Celebrity's profile.

  Please advise.

  Thanks.

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

  Celebrity China & Cookware

  Business Response

  Date: 06/18/2024

  Customer did speak with an agent on 6/11/24 to resolve this complaint. Customer was contacted on 6/7, 6/10, and 6/11. Voicemails and text messages were sent. Customer agreed that on the weekends they would be available to do a zoom instruction video to get back on track so they can enjoy their quality kitchenware. We are in the process of resolving this cooking issue in good faith. 

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/19/24, my fianc and I bought the 8 piece classic cookware set in *******, **. The down payment was $146.86, with an unpaid balance of $2790.53. The order receipt states that the order was placed on 1/24/24. The cookware was received in February. The order number is ***** and the reference number is *****. The box has been opened but the cookware has been unused and remains in its original packaging. We have contacted the company multiple times (3-5 times) to set up payments. They repeatedly stated that we needed to receive an invoice in the mail before setting up payments. The representatives said they would check on the invoice status and reach out to the credit company to set up a payment plan. This support did not occur and no method of payment has been presented. We attempted to get a refund but were told that we could not get a refund because the order was not canceled three days after purchase. Social Security Numbers were taken and we are worried that there will be a negative impact on credit scores. The business has yet to resolve the issue and the product is no longer wanted.

  Business Response

  Date: 06/10/2024

  We have assigned someone to address the issue with this account. The original email for complaints was inactive until the Better Business Bureau (BBB) reached out, and we provided them with an updated email address. There are 15 different privately owned companies independently marketing the Kitchen Charm product throughout the ***, and we are the only one with a BBB account. How should we proceed with the results, and can we contact the BBB?

  Business Response

  Date: 06/10/2024

  Hello BBB, after contacting Mr. and *************** and deep investigation, customer ordered in late January and received all their products. Customer was concerned that their payments were not being debited from their account. After locating their account and contacting the customer, it was determined that this account had not been set up in the billing system. It has been agreed, per the customer, to start making payments on the 10th of every month on the card we currently have on file. No interest, no late fees will be accumulated and account is still in good standing. Customer was contacted and they are satisfied with the result. Thank you. If you have any further questions, please contact ***************** at ************. 

• Initial Complaint

  Date:05/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fianc went to a bridal convention in *********** and came across this booth. They promised wedding band vouchers and some vacation vouchers if we came to a sales pitch that we were selected via a lottery system at a location they were hosting. The only pitch we could make was on 3/27/24 in downtown *********** at night at the ***********. There were two men running the pitch, one named *******. They advertised and were selling stainless steel pots, pans and cutlery and were demonstrating everything on set and were promising of dishwasher safe, low heat required and evenly distributed heat pots and pans. At first, we told them at the end of the pitch we were not interested, however ******* stated there is a 45-day satisfaction guarantee after the item has arrived to our home and to call the number on the top of the form if we have any troubles, available 24/7. That is what persuaded us. We pain in full. ******* stated it will take between 3-4 weeks before it will arrive to us and our 45 days will start when it arrives. The product shipped on April 17th, arrived on April 20th and April 21st with two seperate shipments. After two uses, the pans stained, do not evenly cook and not cleaned via the dishwasher. I called the number on the form, nobody picked up and I received a call from a new number stating I called their boss and he (*****) was instructed to assist us. I explained the issues. He gave instructions opposite of the sales pitch people and manual instructions. We tried what he said and nothing changed. We called ***** back and asked for a refund and he stated they cannot do that, we only have 3 days after date of purchase. We told him that is not what was sold to us and that he has never taught anybody that. We asked for his supervisor, he then stated he does not have one, even though he mentioned in a prior phone call. He also states he has never heard of a ******* and stated we are lying. First time we reached out was 05/02, asked for refund on 05/06/24.

• Initial Complaint

  Date:05/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made over 6 auto payments but have yet been able to register an account. Within the payments made the amount has on decreased by maybe $20 and now Im being charged double as if I havent made any payments and no explanation regarding these charges for different amounts each time.

  Business Response

  Date: 06/18/2024

  Customer was contacted on various occasions: 6/7/24, 6/10, 6,11 and both voicemails and text messages were sent. Customer ordered on 9/24/23 and at the moment there are no ******** issues. Account is current. Customer was confused about how the half payment payment plan works. If she decided to just pay the half payment, it would take 10 years to pay off account. We offer the choice at the point of sale if they would rather pay the half payment for the 1st 6 mos or just pay the regular payment and reduce 6 mos of interest accumulated. The account naturally pays off between 2-3 years, that is if payments are being made on time. Her half payment is $16.00/mo and after March of 2024 it would increase to $32.00 /mo so that the customer is back on track to steadily pay account off. Our interest rate is very low and flexible for our customers who indeed are getting married. Regular Credit Card Companies have interest rates as high as 29-39% APR. We look out for our customers. 

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The pots and pans arent coming clean after use. Attached is a picture of the smallest pot that has burnt on food. We tried all the cleaning instructions. Cleaning it while it was still hot and reboiling water while trying to clean it. We have a knife thats tip is broken. These pots are supposed to come clean and its supposed to be effortless. I cant put them in the dishwasher even though theyre supposed to be dishwasher safe. When I asked for a refund I was told no, to send the pot to a man named *****. And he said h*** clean it and send it back. On the warranty sheet that I was given it said we dont have to pay for shipping. That they would pay postage. This was after one use of the pot. I dont want a pot that I cant clean. They arent even sending me any address to replace the knife either. Again after one use. The knife tip broke after one use while eating chicken. I shouldnt pay this much for pots and pans and cutlery for it to not work as promised. I shouldnt have to struggle to clean stainless steel cookware for this amount of money. I want my money back. We are currently not using the cookware as we want it in the condition that it is after one use. We will absolutely send the items back but who wants to cook with stuff that isnt clean!?

  Business Response

  Date: 06/10/2024

  Hello BBB, after carefully reviewing this, this couple ordered from a privately owned dealer out of ************** and not from ********************* independent dealership. Nothing has been reported to Mr. and ********************* credit and no payments, no interest, and no late fees have been debited. The dealer out of ************** has agreed to pay their account in full and account is closed. No further action needs to be taken. Thank you. If there are any further questions please contact the office at ************. 

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 26, 2023 my husband and I went to a presentation on the cookware from a Kitchen Charm. During the presentation ************************* told the audience the pots were made from hospital grade material so they were easy to clean, wouldn't get burned, and that the design of the pot made the heat distribution cook food evenly.We decided to purchase the pots and they came over a month later. On the contract it states we only have 3 days to cancel the transaction, but it took over a month for the pots to get to our home so there was no way to test the quality of the cookware in that amount of time. Unfortunately we were scammed by the company. On the first night I made a simple dish to try out one pot. Not only did it not distribute the heat evenly, but the pot burned and it was extremely hard to clean. I still haven't been able to fully clean it. I've had better quality from the $20 pots from a grocery store versus these $2,000 pots.I called customer service and they told me to send an email. Once I sent it I was informed since my husband's name was on the account he'd have to make the call to a supervisor. Each time he called they said the supervisors were "busy" or "not in the office," and to call back again. I'm tired of this back and forth game. I want a full refund and I will never recommend this brand to anyone. They can have the extra trips that they threw in with these pots. I want the pots and knives gone and I want the $238 they've taken so far. Since using the pot that first night I haven't touched it or any other pots again. I have clearly been scammed and I see I'm not the only person to have gone through this. This business needs to be shut down for selling lies.

  Business Response

  Date: 06/11/2024

  Hello BBB, this is not a customer of *****************. This customer ordered from an independent private dealer based out of *******. After deep consideration, the private dealer agreed to pay this account in full. Thank you. If you have any questions please call the office at ************. 

  Business Response

  Date: 06/12/2024

  Hello BBB, this is not a customer of *****************. This customer ordered from an independent private dealer based out of *******. After deep consideration, the private dealer agreed to pay this account in full. Thank you. If you have any questions please call the office at ************. 

  Customer Answer

  Date: 06/22/2024

  I've heard back from the company and we are resolving the issue now, thank you.

• Initial Complaint

  Date:04/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -2/5/23 we go to the demo; rep cooks chicken and veggies in separate pans with no water or oil. Told us, we could get upgraded 6 nights all inclusive vacation if we buy full package (11 or so items) for about $3k. So we consider healthier way to cook and a free honeymoon, sure why not. -2/28/23 pots and pans arrive -3/1/23 attempt broccoli with no water, burn the broccoli and the pan. -3/2/23 - 3/6/23 attempt to cook other items and nothing cooks as advertised greaseless and waterless cooking-3/7/23 stop using all equipment and attempt contact with company -3/14/23 attempt to call and no answer -3/17/23 attempt to call and no answer -4/2/23 called and ****** answered said no supervisor in the office, will leave message -4/7/23 attempt to call and left message -4/10/23 called and spoke to ****** again, ******* is not in yet, will leave message -4/11/23 no answer -4/13/23 no answer -4/17/23 ******: supervisor coming in later at 3pm cst. Me: but dont you close at 4? Yes but we will be here. ******* or ****** can help.-4/17/23 (second call same day) ****** informs me the supervisor never showed up -4/18/23 ****** says ****** cant help and ******* didnt show. Ill leave them a message. I have phone logs with date and time stamps for each. Before accusing us of not knowing how to use the product, my wife is an exec sous and Ive worked in kitchens as well. We watched the videos etc. which all say yo add water, cooking spray or butter. This company blatantly lied about their products and bait n switch with vacation promo which violates CA business and profession code ***** False advertisement. ******* Travel says cannot combine deals so no 6 night vacay allowed and refunded us our money. Your products are not greaseless nor waterless; your own videos explain to used water or cooking spray!!Cancel our contract and refund us or I will find more people and file class action lawsuit for your deception and absolute lack of customer service.

  Business Response

  Date: 04/20/2023

  Customer has been contacted and informed us about the cooking techniques they were using... We informed ** that the cookbook, along with tracking information and videos, sent to their Fianc on February 21, 2023 at 12:43 PM included the cookbook and instructions on how to cook the meals "waterless and greaseless". We informed the customer they can cook with and without oil but certain foods need grease and water such as:

  PROTEINS THAT NEED OIL 
  Fish, Eggs, Liver
  

  STARCHES THAT NEEED OIL/WATER
  Potatoes, rice, pasta, beans, any that is breaded 

  We informed the customer on pg. 11 of the cookbook they will see these instructions:

  Hard
  UTENSILS: 3-quart Saucepan with Cover COOKING TIME: 20 minutes
  INGREDIENTS:
  2 pounds potato, diced Salt to taste
  DIRECTIONS:
  1  In the 3-quart Saucepan, add diced potatoes and approximately 1 ounce of water; cover with valve open and cook at medium-high temperature until it whistles (approximately 6 minutes).
  2  Reduce heat to low and,when the valve stops whistling, close it and cook for 14 more minutes. Season to taste.
  Soft
  UTENSILS: 4-quart Dutch Oven with Cover COOKING TIME: 14 minutes
  INGREDIENTS:
  1 pound broccoli
  1 pound cauliflower 1 pound baby carrots
  Salt to taste
  DIRECTIONS:
  1  Add vegetables and approximately 1ounce of water to the 4-quart Dutch Oven. Cover with the valve open. Cook at medium-high, until the valve whistles (9 minutes).
  2  Reduce temperature to low. Once the valve stops whistling, close it and continue cooking for 5 minutes.
  3  Season to taste.