ComplaintsforLodge Cast Iron

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An account using my email address (***********************) was created and subsequently and order was placed. I would like the company to immediately close the account and remove my email from their system.

  Business response

  12/07/2023

  This active case is logged under Lodge Case: ********.  The case was received on 12/6 and was resolved per the customer's request on 12/7, and 1 business day turn around.  The account in no longer active and Lodge fraud detection systems caught the attempt to place an order and blocked.  No order was ever opened with Lodge by this account.
  

   

  Lodge considers this BBB case closed with no further action needed.

   

  Thank you,

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

  Manager, Customer Care
  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Chef Collection 12 Inch Cast Iron Skillet $49.95 on 1-28-2022 ********* Product arrived in box that was tattered. Inside There was little protection for the skillet, one piece of brown crumpled paper. The handle was protruding through the package, skillet had a sand film on it and the handle was chipped and look like rust where it was chipped. Inside the skillet there a few dings also. I messaged customer support and received no reply. I then contacted customer support and was told I would need to provide proof with pictures that would be submitted to their QA department to analyze. I was then told I could return at my cost. I purchased a new product and it should have been professionally packaged to ensure protection, and should look like a new product that I paid for.

  Business response

  02/14/2023

  Good morning,

  Referencing Lodge Cast Iron Case #********, which remains open.  Lodge compliance policy requires that a minimum of two photographs be included by the customer in order to receive and refund or replacement item.  One of photographs should show the company name/logo on the cookware and the other photo should show the damaged area.  We've explained this to the customer and it's a policy we can not break.  We're glad to continue working with the customer to resolve but the two photographs are required.  Lodge feels this BBB case should be closed with no additional information needed and again we'll continue to work with the customer to resolve.

  Thank you,

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

  Manager, Customer Care
  

  Customer response

  02/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: My concerns were not addressed . I purchased a cast iron skillet and it arrived poorly packaged , with the handle sticking out of the box, resulting in various dings to the skillet and the skillet looking filthy. I purchased a new product and it should arrive in new condition . I called customer service and they stated I needed 3 photos and that their QA dept. would make a decision. 
  

  I am willing to send photos but my decision is that I am requesting a full refund. I can also provide photos of the damaged box and lacking of internal protective packing.

  I await a good faith response .

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a lodge casserole dish last April. For my birthday. over the past few months , the interior has coating has developed areas of erosion, which increase every time the casserole is used. I cannot help but assume that some of this coating enters my food. food whenever I use the pot. I have followed all the instructions listed on the i formation sheet. I would like a refund or new pot

  Business response

  02/01/2023

  Good morning.  In response to this case, Lodge Cast Iron has no record of this customer ever contacting us for assistance.  We've never had an opportunity to assist so it's hard to understand why this is a BBB case.  We have reached out to the customer via the contact email given and offered assistance.  Lodge Case # - ******** has been opened and we're waiting for the customer to respond.  Lodge feels no additional action is require on the BBB case.

   

  Thank you,

  Charley ******

  Customer Care Manager
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a cook stand and paid for expedited shipping to get it in time for Christmas. I received a box with a shipping slip that said the item I ordered was enclosed. However, the item enclosed was a pot organizer. I took pictures of the organizer and the packing slip for Lodge. I first attempted online chat resolution but was told they were busy cooking and would be in touch by email or text. They did not get in touch. I called and was told they were busy and they would contact me later. They did not. I emailed them attaching the pictures and explained the problem. I got no response. I sent a follow up email and got no response. Today I got a response saying I had received the cook stand already (indicating no comprehension of the situation and probably not even read my emails), because I had not received the cook stand. I got a pot organizer instead. I responded that I needed to talk to the highest person in management who could resolve this issue. I then ordered the cook stand from another seller so I can get it before Christmas (and not pay expedited shipping). I want Lodge to reimburse me for the cost of the cooking stand plus the shipping $67.30.

  Business response

  12/19/2022

  Good morning,

  This references Lodge Case #********, which is still an open case that we were working with the customer.  Lodge apologies for the shipping error and we are in the process of refunding the entire order dollar amount, including shipping.  We have logged the issue with our Distribution Center, Pick/Pack department for retraining purposes.  Lodge considers this BBB case closed, with no further action required.

   

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

  Manager, Customer Care
  

  Customer response

  12/19/2022

  
  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

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered two products from Lodge through their website. I was informed my order would be shipped in 7 business days. They made no mention of the fact that their products were not in stock. Then I started receiving emails that my order is delayed and they expect the items to be shipped in 5 business days. I called to cancel the order since they cannot fulfill their obligation. They refused to cancel the order due to their policy. I do not fell I need to be forced to accept their no cancel policy on orders since their product isn't even available to ship. At no time during the order process was I informed the items could not be shipped or that they are on backorder. Had I been informed of such information, I would not have ordered from their website.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/29) */ This issue was handled under Lodge Case #********. The Lodge Customer Care representative reviewed this case with management. Customer Care Manager approved a full refund and stopped the shipment with UPS. This was all handled on 12/22/2021. The customer call was dropped, so maybe Mr. ******* did not hear the approval. Due to holidays, the refund posted Monday, 12/27/2021, AM. Lodge Order #********* can be used to reference the full refund. Lodge believes this BBB case should be closed with no further action required.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered online at lodgecastiron.com on 11/20/21 and received the shipment in two separate packages of 11/24/21. One of the two boxes on the shipment was marked "Made in China". I was taken aback with that as on their website they prominently state the "Made in USA" narrative, so I presumed that all their products were made in the USA. I specifically never buy kitchen cookware made in China. I tried calling them on 11/24/21 but all calls would be disconnected and their recorded message indicated that due to high volume of calls the only way to get in touch was with an email. I sent them an email on 11/24/21 stating my disappointment and in my view their deceptive website narrative (advertising) and asked to return the products. I did not hear back from the company, presumably due to Thanksgiving holidays. I tried calling them on Monday, 11/29/21 to follow up but continued getting disconnected and the same recorded message as on 24th of November. I called again on Nov 30 and after a few tries, was able to get thru to their customer service. I relayed my issue and disappointment with their deceptive website. The customer service agent informed me that even though the website touts the "Made in USA" prominently, the product features in one of the bullets state made in China for some of the products that I had ordered. I informed her that I did not see the feature list and was not aware of anywhere where it was clearly stated that product or products were made in China. Even if that was listed under features of a product, it was not prominent and was deceptive as I was completely unaware of that while ordering and requested that I get a full refund and return labels for shipping back the two packages. Please see attached pdf for the full complaint.

  Business response

  12/21/2021

  Consumer Response /* (3000, 8, 2021/12/21) */ Heard from company. Satisfied with response.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a cast iron pan directly from Lodge, arrived with handle bent (and box mangled) and pan is not usable because of this. When you lift the pan, it just flops over and will spill the contents. The handle is made of such hard material that it will NOT bend back with any of the resources I have. I just want a functioning handle. I have contacted Lodge both via ******* and several email exchanges, but I am getting the runaround.

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/11/05) */ This BBB Case references Lodge Case #********. This case was still open being worked when this BBB case was opened. It appears to be a timing issue. Lodge shows the replacement item was received on 10/29/21 by the customer and the customer reports the item is in use and no further action needed by Lodge. We'll be glad to assist if any further support is needed by the customer. Lodge feels this BBB case should be closed with no further action needed.

• Initial Complaint

  08/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The cookware was purchased through Amazon.ca on 25 April 2021 and I had not used it until a month ago. It's only been used for just three times and already there's 3 holes as shown in the photos. With such minimal use, I don't think that's normal at all. I have another cast iron pan that was purchased two years ago from Canadian tire for $15. It has been used far more than this Lodge one, but yet I've never seen any holes appearing on that cookware. If you zoom in to the photos, you can clearly see small chunks broke off to form the small "pits". Upon contacting their customer service, they are calling this "pitting" a natural phenomenon even though I explained to them that the cookware is practically brand new. They say they no longer polish their cookware hence pitting is normal. This is highly disappointing - not just with the product itself, but with the CS failing to acknowledge this as a manufacturing defect.

  Business response

  08/24/2021

  Business Response /* (1000, 5, 2021/08/11) */ Please note this case had been escalated to Lodge 2nd level support and was under review. However, the issue should have been resolved by level 1 support on the first contact. The customer is correct, the product is defective per Lodge's Standard of Acceptance guidelines. A replacement product has been shipped, ***************************************, at no charge. Additionally, internal coaching and retraining has taken place and a department wide Standards of Acceptance refresher has been scheduled. Lodge feels with these actions this BBB case should be closed with no additional information/action needed. Thank you, ************** Manager, Customer Care - Lodge Cast Iron Consumer Response /* (2000, 13, 2021/08/23) */ Replacement product has been received, 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. ↩