ComplaintsforRegal Ware, Inc.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a ********** non-stick pan from ****** in 2015. It came with a lifetime warranty. I was told whenever it becomes sticky, i just need to mail in and they'll replace a brand new one. Over the several years, I just regularly used the pan 2-3 time per week. The non- stick coat slowly peeled off and eventually became too sticky to use. Since Regal Ware ended the agreement with ********** and did not manufacture this product any more, they are not willing to do replacement, Instead, they shift the responsibility to customer and claimed it's due to non proper use. This is a highly unethical act of deceiving customer and not acceptable. I am seeking a solution her either to get partial refund or replace another similar product. Thank you very much

  

  Business response

  01/18/2024

  Hello,
  The ********** cookware you purchased at ****** was a private label brand which Regal Ware manufactured per ********** s specifications. It is not a brand of cookware that we sold. Our manufacturing agreement with ********** ended July 1st, 2016.********** cookware is no longer manufactured or sold.  The demonstration at ****** was not a Regal Ware demonstration.

  
  The Use and Care Instructions and the Warranty that accompanied the cookware states it covers manufacturers defects and craftsmanship and excludes misuse or abuse.  The Use and Care guide specifically advises that cooking on high heat will damage the nonstick surface. The images attached clearly show that this is not a manufacturers defect.

  
  Although this is not a manufacturers defect, we will make a ONE TIME COURTESY replacement for you. We will email you an order confirmation number in the next day or two. Please note, any future pan(s) that do not meet the warranty specifications will NOT be replaced. There will be no further exceptions to this. I would encourage you to review the Use and Care guide and warranty information with the replacement cookware.

  Customer response

  01/18/2024

  [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

  08/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  we purchased some pots and pans from ****** paid over $1000 for them. They said lifetime warranty anything happens to the **************** if they start peeling they will be replaced. No questions asked now when we call to get them replaced because they are peeling I sent photos they said we burn the pots and pans. I dont understand how you can burn pots and pans if the Teflon is coming theyre peeling, so they denied to replace the pots and pans

  

  Business response

  08/09/2023

  Dear Sir,

  We are sorry that you are experiencing an issue with your Masterclad pans.

  The Masterclad cookware you purchased at ****** was a private label brand which Regal Ware manufactured per Masterclad s specifications.  It is not a brand of cookware that we sold.   Our manufacturing agreement with Masterclad ended July 1st, 2016. Masterclad cookware is no longer manufactured or sold. I cannot speak to the demonstration you saw at ******.  That was not a Regal Ware demonstration.  I can speak to the product inserts and the warranty that accompanied the cookware when packaged.  The warranty is clear that is covers manufactures defects and craftsmanship and specifically excludes misuse or abuse.  The Use and Care guide specifically advises that cooking on high heat may damage the nonstick surface. 

  It is my understanding that we shared the warranty information with you as well as the Use and Care Guide copy on August 2nd.  Our employee again offered for you to send in your pans for evaluation at that time and you declined.  Sharing the warranty information was in an effort to let you know that if the pan was overheated which would have caused the nonstick to damage per our Use and Care guide, they would not be covered under warranty.  If indeed, there were no signs of using on high heat, and we found a failure in the pan, it would be something considered under the warranty and a replacement would be sent.  We would still like to extend the offer that if you would like us to send you a Return Material Authorization to send in your products for evaluation, we will do that.  Our normal processing time takes about 1 week from the time we receive the product in house.  You may either respond here with the information or continue the email conversations that you and *** were having.

  Thank you.

   

   

   
  

  
  
  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Regal Ware bread machine and all of a sudden it is not working correctly. While making pizza dough it longer spins it correctly. Would you kindly as a good gesture replace it for for ** as we love your products. I have attached pictures.

  

  Business response

  05/11/2023

  Hello,

  It is great to know that the Kitchen Pro bread machine had served you well for so many years.  We are sorry it is no longer spinning for you.

  Regal Ware has been out of the bread machine business since ****. The bread machines originally came with a 1-year warranty.  Unfortunately, we are sorry to let you know that with the bread machines being discontinued more than 20 years ago, replacement parts are no longer available.

  Sincerely,

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

   

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 10" nonstick frying pan made by Regal Ware when they were doing a demo in ******* It said that the pan has Lifetime Warranty--Whenever the pan became sticky on the bottom, customers can return it and receive a new one at no charge. They did send me several replacements in the past. However, when the pan became sticky again recently, I called them that the pan cannot be used again because the bottom is sticky as before and I need a new replacement under Lifetime Warranty. To my surprise, they refused to send me the replacement and told me it is because of so called "overheating". The condition of the pan is exactly the same as the condition of those pans being replaced before. Why did they replace them without saying "overheating"? It is their Lifetime Warranty advertising and promise for consumers to receive new replacements once the pan became sticky on the bottom. How can they deny customer's request and refuse to honor their promise?

  

  Business response

  03/23/2023

  Hello,
  
  Thank you for sharing this concern with us.  We are aware of the customers situation.  She had reached out to us asking to replace a nonstick pan for her that was peeling.  While these pans do carry a lifetime warranty, that warranty is for defects in material and craftsmanship.  The warranty specifically excludes damage caused by misuse or abuse.  Rather than having the customer spend money mailing the pan to us for evaluation, we asked for photos to help determine if there was anything unusual about the pan, since she had mentioned she has previously been replaced.  That would be a cause for concern. 
  
  The customer provided photos to us that showed her pan was significantly burned on the bottom and all the way through to the interior.  This would void the warranty as it would be considered to have been abused by excessively high heat.  I have attached the photos this customer provided us of both the inside and outside of the pan.
  
  We explained to the customer that this would not be something that would covered under the warranty as the damage to the pan was caused on her end and not the result of a defect in material or craftsmanship.
  
  Ive attached a copy of the warranty for your reference.
  
  In addition, Ive attached the Use and Care Guide that came with the original purchase of the cookware. It specifically indicates low to medium is all that is needed for this cookware and that high heat can cause food to scorch or burn or damage the nonstick.  It is evident with the burned pan that high heat was used excessively and caused damage. This is in eligible for a free warranty replacement.
  
  Please let us know if you have any additional questions.

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The conditions of the pans I sent back in the past were the same as the one I recently asked them to replace, the exterior was dark.  Why did they honor their warranty claim and replace the pans without any issues?  It clearly proves that no matter what conditions the interior and exterior of the pans are, they must replace it with no questions asked!!!  Their excuse of warranty for "craftsmanship and manufacturing" has no ground here.  Furthermore, they didn't mention a word  to consumers that "warranty is for craftsmanship and manufacturing" while doing the demo in ****** to lure customers to buy their products, until when customers wanted them to replace the products, they use that as an excuse to deny the Lifetime Warranty claim.  How ridiculous it is?  It only proves the poor quality of their products.  I was careful enough to take a picture of the pan I sent to them on 9/13/2022, see attached, which I received a new one, just in case they will cheat their customers and deny to honor their warranty promise.  

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

  

  Business response

  03/24/2023

  Hello,
  
  I will address the points in your latest message.
  
  Our records do not indicate the damage of the previous replacement as you are indicating.   If indeed the pan was in the same condition as the pan you are asking to be replaced now, it should have been declined as the damage shows significant burning on your end.  This is not a manufactures defect and therefore not something that the warranty would cover. 
  
  The Masterclad cookware you purchased at ****** was a private label brand which Regal Ware manufactured per Masterclad s specifications.  It is not a brand of cookware that we sold.   Our manufacturing agreement with Masterclad ended July 1st, 2016. Masterclad cookware is no longer manufactured or sold. I cannot speak to the demonstration you saw at ******.  That was not a Regal Ware demonstration.  I can speak to the product inserts and the warranty that accompanied the cookware when packaged. The warranty is clear that is covers manufactures defects and craftsmanship and specifically excludes misuse or abuse. The Use and Care guide specifically advises that cooking on high heat will damage the nonstick surface.  This is exactly what was shown in the pictures of your cookware that you provided to us.  This would not be covered under warranty.
  
  As for the photo you attached with the date of 9/13/2022 on a piece of paper, if indeed a pan was sent to us looking like that, it should have been declined as not covered under the warranty.  The photo you provided as being taken 9/13/2022 looks exactly as the photo you provided to us this week of the pan currently in your possession.  The *****, grease staining and markings all appear to be the same.  Again, this would not be something that the warranty covers and would be declined.
  
  Despite all of this information, we will make a ONE TIME COURTESY replacement for you.  You may send your pan in to our service department as you have done in the past.  We will then process the replacement for you.  We will send you an RMA to the email address you were corresponding with us at earlier this week.  Please note, any future pans that do not meet the warranty specifications, will NOT be replaced.  There will be no further exceptions to this.  I would encourage you to review the Use and Care guide that I previously attached as well as the warranty.
  

  Customer response

  03/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Why did you replace the pan that " it should have been declined ..."?  You knew very well that the product is under Lifetime Warranty and it must be replaced no matter what condition it is as you always do.  You should do that to honor your promise to consumers in the future as well.  I will send the pan back to you for a new replacement.   

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

  

  Business response

  03/27/2023

  Hello,

  I do not have the details of the pan that was returned to us last fall.  Either the pan was not in the same condition as your pan is today, or an exception was made to replace the pan.  In any event, we will look forward to receiving the pan you are mailing and will process a replacement order once received.
  

  Customer response

  03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Your claim that you are no longer making the 10" frying pan is NOT true at all.  It was the 12" Master Clad Wok that you told me you were no longer making when I wanted you to replace it in 2021 under Lifetime Warranty.   Once again, you used the same excuse to cheat consumers and deny customers' replacement request for 10" pan this time.  ********************************* from your company said that Regal Ware still makes 10" frying pans and will replace that for me if there is anything wrong with the pan.  She may not work for your company now but she represented your company to tell the truth.  
  
  Regards,
  
  *******************

  

  Business response

  03/31/2023

  Hello,

  I am not sure where you are hearing that we do not make any 10 inch frying pans.  While we have not manufactured Masterclad since July of 2016, we do manufacture a Regal Ware replacement for that pan.  We have sent you that replacement in the past.   It is the one you are currently requesting to be replaced.   Once we receive your current 10 inch pan, we will be replacing that for you as per our previous communications.

   

   
  

• Initial Complaint

  12/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a set of American Kitchen (by Regal Ware) pots and pans. They came with rough edges and the cuts in the handles were uneven and rough enough to cut skin. I returned them. I paid $660 and was only refunded $495, I feel that I should be given a full refund because the pots were unsafe and poor quality.

  

  Business response

  12/13/2022

  Hello,

   

  We did receive the cookware return and processed a full refund in the amount of $660 on 12/6/22.  I've attached a snap shot of the refund confirmation from our Shopify order system.  The refund went back to the original form of payment.  If the full $660 was not received, I would suggest checking with Pay Pal.

   

  Please let us know if there continue to be any issues with this.  You can reach out to me directly at ************.

   

  Sincerely,

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

  Customer Service Manager

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased several sets of there masterclad product. I sent image of purchase to Regal Ware. This is proof of product sent via email to On May 5, 2022, at 2:03 PM, *************************** <***********************************>After that I was to receive a return authorization number. I have to keep asking them to process this return or next step. This company keeps putting me off As of wanting me to forget about product warranty. I have all emails sent back and forth. Please help. I still have no replacement. Thank you, ******

  

  Business response

  06/13/2022

  Our customer service has been in contact with this person and has resolved the situation with her.  Thanks.

*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. ↩