Complaints

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• Initial Complaint

  Date:11/30/2023

  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.

  I believe this is the cast iron company even though it says septic tank. The Owner, address and phone number line up.
  
  Anyway, I splurged on this very expensive pan as an expression of gratitude to a friend who has been extremely generous to me and my wife. What he received was a wobbly, pitted, wavy-surfaced pan. The extent of the issues did not arise until after using, however, the warranty states:
  
  "Products that have been used within 45 days of receipt and are devoid of any manufacturing defects are not eligible for returns."
  
  Since the pan is obviously defective, both conditions are not met and the pan is eligible for return/replacement.
  
  I reached out to the company and after being told by customer service that there was nothing that could be done since the pan was used (they never even acknowledged my stating the apparent defects), they said they would set up a call with the owner. This is the response I received from the owner:
  
  "Speaking with me will change nothing. You can’t return a used pan. Period.
  
  You don’t get to return shoes that have been warn (to see if they fit better). You don’t get to return swimsuits.
  
  Karen offered the only options. Beyond this we can’t help you.
  
  Dennis"
  
  I have never been so ***et about a purchase until this one.

  Business Response

  Date: 12/08/2023

  In response to customers on going request to return a pan that has been used, I decided to accept the return for a refund minus the return shipping cost.  A prepaid *** label, tracking code ****************** has been sent to Mr ****** on 11/30/23 via email to his email address on file. As of 12/8/23 , at 9:05am, the label has not been used.  The pan has not been returned for refund.  Refund, minus the shipping will be processed as soon as the pan in Mr ******s posession is returned to Butter Pat Industries.

   

   

  Customer Answer

  Date: 12/08/2023

  
  
  Complaint: 20936433
  
  
  
  I am rejecting this response because the offer provided by Butter Pat Industries is inaccurate. Butter Pat Industries offered a partial refund of $345.00. This partial refund was offered through ******** resolution center and does not allow screenshots. This offer is for the base price of the pan, and is not only less shipping, but less the taxes I paid, and less the leather handle I purchased along with the pan that is also being returned. Further, since the pan has manufacturer defects, I think it only fair that I be refunded the full $399.34 I paid, and shipping be on the responsibility of the Butter Pat Industries.

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

  Business Response

  Date: 12/08/2023

  The customer did not pay any taxes when ordering the pan.  He purchased an OPTIONAL Insurance protection plan from a third party that was billed through Butter Pat and paid to ***** ********** company.  The shipping cost was paid to ship the order, which Butter Pat fulfilled.  Up until this point, there was no mention of returning the handle cover.  If the handle cover is returned, it will be refunded.  Butter Pat has never admitted to manufacturer defects.  The customer, who identified said defects, chose to cook with the pan rather than return for reason of defects.  While the Butter Pat written policy clearly states that we take returns on UNUSED cookware, we agreed to reimburse the purchase price of the pan as a courtesy.  In no way are we responsible for the optional Insurance Protection purchased or the shipping costs as the customer is responsible for not only the original shipping costs, but also the return shipping costs on any returns not covered by warranty.  We offer a refund of $374 only if the pan is returned by 12/15/23.

  Customer Answer

  Date: 12/11/2023

  
  
  Complaint: 20936433
  
  
  
  I am rejecting this response because the wording from the seller gives me pause. If the seller can confirm they mean taken to *** by the 15th, not they they will have it in hand by the 15, I'll accept the offer for a refund of $374. 
  
  
  
  Sincerely,
  
  
  
  ****** ******