ComplaintsforMade In Cookware

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the 8inch blue nonstick pan fro Made In in April of 2023. I use the pan daily for such things as scrambled eggs and sauting vegetables. I always allow the pan to cool before gently washing it with soapy water and a sponge. After 6 months, the nonstick was delaminating from the underlying metal all around the rim of the pan. Not wearing off - peeling off in a continuous film. I contacted Made In and they agreed to replace the pan. I received the replacement in November 2023. Now, after less than 6 months the replacement pan is doing the same thing. I contacted them again and because the original purchase was more than one year ago (by 3 weeks) they refuse to do anything about what has to be a manufacturing defect. I asked for my money back - they refused.

  Business response

  05/16/2024

  Thank you for reaching out to share your experience with us! We have worked with the customer to find a warranty replacement that would fit the customer's needs.

  Customer response

  05/16/2024

  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

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought two carbon steel frying pans and a carbon steel WOK. Total waste of $500. I seasoned the pans at least a dozen times in addition to the seasoning from the manufacturer and also seasoned EVERYTIME they were used. At this point there are chips in the carbon steel on the 12" frying pan (the one I used all the time). I am not talking about the stains on the surface and where seasoning wears off when cleaning. I contacted Made-In about the chipping and they are saying it is due to incorrect seasoning. I have a well seasoned 10" cast iron pan that I have used for years (so seasoned it is like a non-stick pan) so I know the difference between needing seasoning and bare exposed metal. It is clearly a manufacturing defect and should be covered by the lifetime warranty. I sent pictures and described my issues and they were adamant I did not understand the problem like I was stupid. Why bother having a lifetime warranty on workmanship of the carbon steel coated pan if they will not honor it if there are chips in the carbon steel layer-a workmanship problem. They were difficult to work even with all the seasoning-everything stuck even when using oil at all times which is why I seasoned every time It used the pans. **************** kept giving me the same link to how to season the pan which is not the problem so this contact was WORTHLESS. I was unable to get to talk with a supervisor. They only would do email and did not respond when I asked to speak with a supervisor. They also do not allow you to review the product on the webpage. It appears that the positive reviews are for the clad aluminum professional cookware. On the webpage they only say they have received ******* 5 star reviews-but there is nowhere to review. The reviews are apparently for their clad aluminum (professional) cookware. Anything I have read about the Carbon Steel has been negative. I would try the all-clad but the experience working with customer service was too negative

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 2, I made a purchase (order *******) that included a wok marked as final sale. When I made that purchase, there was no indication that the item was used or otherwise damaged. The website indicated that there was low stock remaining so it was presumed that they were discontinuing the product. When I received the item, the wok was clearly a returned item. There were marks on the top side, and the bottom had multiple scratches. I submitted a request to their a returns department to replace the item, and included photos. The automated response said they would get to me in two business days. They havent gotten back to me. I tried calling customer service and spoke to a very rude agent who said her name was ******** (not sure of the spelling) and she was located in ******. I asked to be transferred to a supervisor but she refused and hung up on me.

  Business response

  12/14/2023

  We're very sorry for the condition of the Wok that you received and your experience with the service agent that you spoke with. One of our senior agents sent an email last night with instructions to walk you you through your exchange. Please let her know if you have any trouble with your return/ exchange, our team is happy to help!

  Customer response

  12/14/2023

  Complaint: 21004042
  
  I am rejecting this response because: there were no instructions given in the email about a replacement or exchange. Please resend ASAP. 
  
  Regards,
  
  *******************

  Business response

  12/18/2023

  Hi *****,

  We are very sorry to hear that you missed the email **** sent on Wednesday 12/6. A copy of the email is below with all links included. Please let us know if you have any trouble with your exchange.

  Hi *****,
  
  Thanks for reaching out to Made In Cookware.
  
  Im sorry this item didnt work out for you! I'd be happy to walk you through how to return your cookware. If you think that another item would better suit your needs, I'd be happy to help make some recommendations. Just let me know what you didn't love about the items you need to return and share a little about what you like to cook. From there, I can make some recommendations and assist with an exchange.
  
  You can find more information on our return policy here (*************************************************************************************) and you can initiate a return online by following the steps below:
  Initiate your return here (****************************************) - Youll need your shipping zip code and order number (1173145)
  Select an exchange, store credit, or a return for refund
  Once you submit your return, youll receive a link to print your pre-paid shipping label
  Please follow these helpful tips to facilitate the returns process:
  Do not refresh your browser while generating the shipping label. If there is an issue generating the label it will be emailed to you
  If you are returning multiple orders, please ship them in separate boxes corresponding to each shipping label
  Keep a copy of your return receipt for verification in case any issue arises with the return shipment
  Refunds will be processed when the items are received and verified by our warehouse team. This generally takes 1-2 business days after delivery at our warehouse
  
  Thank you for giving Made In Cookware a try, and let me know how we can be of any further help!

  Customer response

  12/19/2023

  Complaint: 21004042
  
  I am rejecting this response because: I am waiting to get confirmation that my replacement wok has been shipped out.
  
  Regards,
  
  *******************

  Business response

  01/17/2024

  Tracking for the replacement (*****************************************************************************************) shows the new wok was delivered on December 23rd. We have reached out to the customer to confirm receipt. 

  Customer response

  01/17/2024

  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

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered pan on November 10, 2022. Never received. I emailed them some time later and on May 11 I got an apology for the delay. I responded to them May 26 stating I still want the pan. I have sent my 10 email to them tonight. At this point, over a year ago, I just want my money back!

  Business response

  12/12/2023

  We have no orders placed by this customer in our system. Looking at the screenshots the customer provided, it looks like the complaints are related to a company named Sakuchi. We have never manufactured or sold a non stick skillet with a removable handle. It looks like the customer has been communicated with ********************* while communications from our support team come from ***************************** We are unable to issue a refund for a product manufactured and sold by another company.

  Customer response

  12/17/2023

  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 with the madeincookware which somehow came up under Sakuchi.  I humbly apologize and will research further on Sakuchi's contact information before submitting with correct information.
  
  Regards,
  
  ***********************

• Initial Complaint

  09/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My husband ordered me a knife for my birthday as I wished to try something from this company. That knife came unsharpened and I returned it. I then ordered a replacement and I received the wrong item, again to be returned. I shouldn't have to go through this much hassle for a simple knife. I had to make customer service aware that I would not be paying a restocking fee for this item to be returned as this was no fault of mine. I truly was excited about this and it has turned into a hassle. Remember, customer service should be a priority!! Don't place blame on the customer for your shortcomings.

  Customer response

  09/29/2023

  I dont request anything in return. Just that I get a full refund for both returned knives.

  Business response

  10/02/2023

  We are very sorry that this customers purchase experience was not the best we can offer and can certainly understand the frustration she experienced.

  It is rare for knives sent from us to be delivered that are not sharp, but it can happen as part of the manufacturing process and we will be following up with them regarding this specific order.

  As far as we can tell, the dull knife originally received was returned via Amazon. Without an Amazon order number, we are not able to see the outcome, but this was the correct path to follow since it was purchased through Amazon.

  With regards to the knife that was sent in error, the customer started a return with us on September 29th. Since none of this was her fault, the handling fee for refunds was waived and it will process once the knife is dropped off to the carrier and received back into our warehouse as stated in our return policy:

  Refunds will be processed when delivery of the returned product is confirmed at our warehouse.

  At the moment, as can be seen in the attached screenshot, the return is in pre-transit status.

  Again, we apologize for the inconvenience caused by this customers experience. If we can be of any further assistance, she is welcomed to reach out to us at ****************************.

  
  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The quality of the Frying Pan I received from them is not as was advertised. After following their instructions to a tee and using the pan it start pitting through the seasoning, like tiny dings into the surface that are grouped together. It's like you took a tiny ballpeen hammer and tapped tiny dents in it, or shot it with a tiny machine gun. The steel is lifted and there are pits in the steel, not just the seasoning. It appears to be the quality of the carbon steel when the pan was made. It was seasoned in the oven according to online instructions and I've seasoned pans before that I've used for years and still use. It has been used maybe 4 time to cook steaks when I noticed the grouping of bullet dings in the cooking surface of the pan. I also don't like the weight and unwieldiness of the pan. A chore to use, misrepresented and not the quality they claim it is. One of the worst pans I've owned, even worse than Swiss Diamond, especially with their lack of warranty or properly standing behind their product. I was informed there is only 45 Days and I can get a store credit. It means they are not confident in their product either. I do not want other pans from these people. They've proven to be Charlatans so far in their product and their warranty.

  Business response

  09/01/2023

  We are very sorry to hear that this customer is having issues with their carbon steel frying pan. While they do carry a lifetime warranty, it only covers manufacturing defects, which we determined this was not. Rather, this is a care issue and the pan could be fully restored. Our warranty can be found here:

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

  As it applies to carbon steel, these are the specifics.

  "Carbon Steel
  Made Ins Blue Carbon Steel products have a lifetime warranty that covers defects that impact use or longevity. Changes in appearance, superficial damage, and rust are not covered. Rust is a byproduct of the high iron content of carbon steel. Properly seasoning and care prevents rust from forming, and rust can be removed and treated with no lasting impact to the cookware."

  The customer is welcomed to reach back out to us if he needs assistance with restoring his pan. If not, then we feel that 45 days after delivery to reach out to us to ask for a return or an exchange is sufficient. We are sorry if the customer does not agree, but the offer for store credit in the form of a gift card that does not expire is a reasonable resolution and we are still willing to extend that courtesy. He has only to reach back out to us to accept it.

  However, no refunds are going to be forthcoming for this issue. 
  

  
  

  Customer response

  09/01/2023

  Complaint: 20551917
  
  I am rejecting this response because this is not rust, it's a defect in the Carbon Steel. There are other independent reviews and tests performed specifically on these pans and they found similar flaws and problems. The fact that this doesn't show up for weeks after the warranty, and the have the WEAKEST and SHORTEST warranty in the industry is another indication that they don't stand behind their own product.

  I do not accept walking away from this. The lifetime limited warranty only allows replacement. So, once they take your money, they don't intend to give it back for any reason. This bad behavior and poor support is also indicated in these online independent review studies done by reputable testing companies.

  Regards,
  
  *******************

  Business response

  09/01/2023

  If the customer feels there is a manufacturing defect then the proper way to present his case is to file a warranty claim. The form can be found here: ******************************************

  He should choose warranty claim as the subject line and include photos to back his case.

  Someone will reach out to him via email with the outcome. In the meantime, the offer for store credit remains. 

  Customer response

  09/01/2023

  Complaint: 20551917
  
  Their repeated attempts to manipulate and sidestep the issue are the reasons I came to BBB to try to resolve this. ****** has consistently and completely ignored the point of the complaint and continues to try to push a policy that requires me to accept store credit for what has already been identified as a sub-par quality Carbon Steel product that shouldn't have even been sent to me. I paid shipping and processing for what shouldn't have been shipped! If they stood behind their product and had full confidence in it, they wouldn't hide the fact that they have the lowest warranty support in the entire industry, clearly an indication that they have little confidence in their own product to last and have put money above customer satisfaction. Once they get your money, you don't get it back. Their nonstick pans perform well and have reasonably good reviews. But, the reviews and studies performed on the new Carbon Steel pans, such as what I purchased, have proven their low quality, as you can see from reputable independent review websites, such as wired.com and many others that review professional cookware. These findings cannot be refuted, and indicate the MadeIn Blue Carbon Steel pans are not the value that they claim and should be avoided until they are able to resolve these manufacturing issues. My findings coincide with these professional cooks and restauranteurs, particularly after communicating with the MadeIn support..

  I am disabled and elderly, and on very reduced income. This is a large purchase for me and I don't want store credit for a product I don't like and from a company with bad reviews on the same product. It makes no sense for me to buy the same product when it has performed and been reviewed so poorly. Most reputable companies would understand this and immediately refund on customer dissatisfaction, without question.  I didn't come to buy a nonstick pan or any other product you have, or to have my money taken in exchange for sub quality product and force me to buy something else I don't need or want. This is very poor customer service and could be considered elder abuse.

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

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/30/2022 $96.33 Immediate use of the frying pan Frying Pan rusted after one use Refund of purchase amount Order number ****** Advertised via email *** with Made In sent me (2) emails on what to do to remove the rust from the frying pan which did not remove the rust.

  Business response

  08/31/2023

  We understand that carbon steel cookware can be a challenge for some customers, but the advice that *** offered was sound as well as tried and true. It is hard to understand why this did not work out, but it is apparent that it was not a good experience for the customer.

  Unfortunately, processing a refund on orders this old is not a possibility. We just lose that ability as time moves on and orders become archived in our system. So, we will send the customer a gift card in the amount of $96.33 and allow him to keep the pan, which we believe can still be fixed. It may perhaps take more effort than what the customer wishes to endure, but theres a very good ******* video showing the process that can be found here:

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

  The picture of the pan provided by the customer is in nowhere as bad a shape as the one we fixed in that video, but he is free to donate or recycle the pan if he does not wish to try. We do not need to have it returned to us.

  The gift card will be sent today in an email to the email address we have on file for the customer. It will have no expiration date, so he can use it at his leisure. He should get it by the end of the day, but if he doesn't, he should check his other email folders as they sometimes end up there.

  Hopefully, the customer will be able to find something that better suits his cooking needs. If he needs assistance with that or anything else related to this issue, he can find us at ****************************. 
  

  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Having purchased everything from Made In for my *********** home, pans, tableware, flatware mugs (in blue trim) and glasses, I wanted to do the same for my modest cabin holiday home in black trim. I purchased only dinner plates and mugs with the black-trimmed finish because all other items were out of stock. I was told to 'Join The Waitlist' and was told DEFINITIVELY that the products would be back in stock by the beginning of August. I have just been informed that the entire line has been discontinued. I am now stuck with a half set of tableware that is useless to me. When I contacted customer service I was told that I was out of luck. No refund offered and no other solution. I would like to make clear that I love this company and all their products are of the highest quality, but to sell products that are part of a set, to assure a customer that the rest of the set would be re-stocked and then simply declare them out of stock and tell the customer, 'Tough luck - you're on your own' is an absolute disgrace and something of a shock from an otherwise great company (I thought.). I have provided the email chain for reference.

  Business response

  08/31/2023

  We are very sorry that the business decision to discontinue the black-rimmed plateware adversely affected **************. At the time he was given an expected back in stock date range, the decision had not been finalized and shared with customer support, so we are certain that it was disappointing to get the news.

  However, we were able to effect a swap for blue-rimmed plateware instead at no additional cost and they were delivered on August 15, 2023.

  ************** is certainly welcomed to reach back out to us if this resolution did not meet his satisfaction, but have not heard from him otherwise until now.
  

  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made In did not respond to a valid warranty claim on their defective product for an exchange or return. Their customer service blatantly chose not to acknowledge or respond to the claim. A follow-up on Trust Pilot showed they are negligent and do not care for their businesss perceived brand. For details on the warranty claim, it was regarding an Enameled Cast Iron Dutch Oven that did not function as the product description or archetype normally does. It had food sticking consistently despite proper use and hygiene with pre-heating, oil, and lower heat.

  Business response

  08/31/2023

  We are very sorry to hear that ************ had issues with the Dutch oven that he purchased from ** on November 29, 2022. However, we can find no warranty claim submitted for order # ****** using the email address he used to place the order or the one he used to submit this complaint. There are also no records of a phone call to us from the number provided either.

  He did submit a 1-star review on December 28, 2022 that stated the following:

  Review score: 1 score
  Review title: Not bad Dutch Oven but pricy
  Review body: Overpriced - enameling is decent but time will tell. Premptively posting a review because Made In is great at filling up your inbox.

  This is not a warranty claim, however, and it mentions none of the issues cited in this complaint. No response was sent regarding this review because there was nothing to take action upon.

  ************ is still more than welcome to submit a valid warranty claim on this purchase. The claim form can be found here: ******************************************

  He should choose Warranty Claim as the subject line and submit any photos to support his position since photos are required for such claims. Someone will get back to him via email regarding the outcome. 
  

  
  

  Business response

  08/31/2023

  We are very sorry to hear that ************ had issues with the Dutch oven that he purchased from ** on November 29, 2022. However, we can find no warranty claim submitted for order # ****** using the email address he used to place the order or the one he used to submit this complaint. There are also no records of a phone call to us from the number provided either.

  He did submit a 1-star review on December 28, 2022 that stated the following:

  Review score: 1 score
  Review title: Not bad Dutch Oven but pricy
  Review body: Overpriced - enameling is decent but time will tell. Premptively posting a review because Made In is great at filling up your inbox.

  This is not a warranty claim, however, and it mentions none of the issues cited in this complaint. No response was sent regarding this review because there was nothing to take action upon.

  ************ is still more than welcome to submit a valid warranty claim on this purchase. The claim form can be found here: ******************************************

  He should choose Warranty Claim as the subject line and submit any photos to support his position since photos are required for such claims. Someone will get back to him via email regarding the outcome. 
  

  
  

  Customer response

  09/14/2023

  Complaint: 20425535
  
  I am rejecting this response because:
  

  Im absolutely confident I submitted a valid warranty claim with attachments. Has Made Ins IT-******** systems changed? I wouldnt claim any of this falsely, Im certain of what I submitted or did not submit. But as a business, ****** has shown itself to be willfully negligent of general consumer complaints, and even in providing a timely response to BBB. 
  

  This has become more of an issue of business practices and record-keeping rather than the product I wasnt satisfied with.

  
  Regards,
  
  ****

  Business response

  09/14/2023

  We stand by the fact that no valid warranty claim was submitted for this order. We have already provided evidence of the only contact we have had from him. ************ is still more than welcome to submit a valid warranty claim on this purchase. The claim form can be found here: ******************************************
  

  He should choose Warranty Claim as the subject line and submit any photos to support his position since photos are required for such claims. Someone will get back to him via email regarding the outcome. 
  

  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a set of pans order ******* for $779.24. I returned pans unopened in original packaging on 7/20,2023. I sent them back *** 1Z20WW370336548605 received by ******** on 7/24/2023 at 11:13 AM in ***** **. I requested refund to my card via email and by webpage and was told I would pay $11.99 handling fee. Instead of refunding my money they purposefully sent another set of pans on 7/25/23. I repeatedly called, and emailed to send them back with no response. I finally got a label via chat after multiple days of trying. I returned pans via *** 1Z20WW370321464045 received by ******* on 7/31/23 at 11:10 AM. I have not received my refund. This business does not answer their customer service phone lines, nor returns emails when trying to get a refund. They purposefully sent another set of pans then would not return emails to get this sorted. This was done so that I could not get my refund. I want my refund of $767.25 returned to my credit card, which is $779.24 minus $11.99 handling fee.

  Business response

  08/31/2023

  We are the first to admit that ************ did not have the best return experience and we apologize profusely for that. For some reason, the warehouse failed to process her return when it arrived on July 24th, which prompted her to reach out to us on July 27, 2023.

  She was assured on August 1st that the return would be processed soon, but the customer service representative failed to take further action to ensure that this happened. For what its worth, this person no longer works for us.

  The duplicate shipment is a complete mystery to us. There is no documentation such as an order number or tracking number in our system that we can find that would indicate a second set was sent or even why. The best we can guess is that the warehouse duplicated the original fulfillment for some reason. She was sent a pre-paid shipping label to get the second set back to us and it was received back on July 31st. We are very sorry for any inconvenience that *** have caused.

  However, the ability to resolve this by simply processing the refund was taken away from us when she filed a chargeback with her credit card company on August 1st. The chargeback amount of $782.25 was taken from us by the bank, which removed our ability to process an immediate refund. Essentially, we no longer had the funds to refund as they were taken from us pending the outcome of the chargeback.

  Recognizing that ************ did not get the service she deserved, we dutifully did not protest the chargeback but readily accepted it on August 4, 2023. Looking at the notes on the order, it was noted as resolved in her favor.

  Again, we apologize to ************ for this experience. Fortunately, it is not a normal occurrence, but we accept full responsibility for what happened and are taking procedures to ensure no one else has the same experience.
  

  
  

  Customer response

  08/31/2023

  Complaint: 20403830
  
  I am rejecting this response because:
  The disputed amount on my credit card they quoted is not correct   I disputed the amount of the pans minus their processing fee which results as $767.25

  the dispute has not been resolved in my favor. It is pending their response to my credit card company. They have not responded to my credit card company nor to any of my multiple multiple emails and chats 

  if they would reach out to the credit card company this would  be resolved rather than dragging this out. If they were to refund my money the conditional credit from my credit card company would be reversed. 

  Buyer beware. This is a fraudulent company using fraudulent practices.  Just read all the similar complaints here. This was in no way an accident and they do not return emails or answer phones and they  sent another set of pans rather than refund my money then ghosted me .  My only recourse was my credit card company 

  Regards,
  
  *******************

  Business response

  08/31/2023

  We are very sorry, but as the evidence shows. We accepted the chargeback and it was referred back to the bank. We even tried to refund the charge, but the system does not allow it. The customer needs to contact their bank if they have not yet returned the funds to her account with them. We do not have the ability to do anything but accept or respond once a chargeback is opened. We accepted it instead of responding because we deemed the return experience did not merit a response.

  Customer response

  08/31/2023

  Complaint: 20403830
  
  I am rejecting this response because:

  What evidence shows you accepted the chargeback?  Please provide.

  You can contact the credit card company and resolve the matter.  They have to give you a period of time to respond.  If you want to close this out, contact them and tell them you agree to return my money.   

  
  Regards,
  
  *******************

*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. ↩