Complaints

This profile includes complaints for Groupe SEB USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Groupe SEB USA

  2199 Eden Rd Millville, NJ 08332-4060

• 

  Groupe SEB USA

  1 Boland Drive West Orange, NJ 07052

• 

  Groupe SEB North America

  424 Morganza Rd Canonsburg, PA 15317

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:05/16/2025

  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 two different occasions I have purchased the same product [Rowenta Model DW 71806T/25, from the beginning both irons were leaking water, the product not being cheap at all, the cost of each one has been $200, contacting customer **********************, when explaining the situation the only interest was to sell me another product, they never showed interest in finding a solution, indicating to me that the only thing that interests the company is generating income regardless of the client, in my opinion the product is of poor quality and the professionalism of the customer ********************** department is horrible, they lack any empathy.

  Business Response

  Date: 05/19/2025

  Good day,

  We regret learning of the consumer's stated issue.  While there are no known quality issues with our products, we do make every effort to offer our consumers such as Ms. ****** a means to remedy their stated issue with the product.  In review of the case records the consumer contacted us in February of this year stating that the iron in question started leaking about a year or so after use and that she was disappointed in the warranty coverage period of one year.  The agent that Ms. ****** spoke with attempted to offer some base level trouble shooting as the issue could have been related to the type of water used, or to the general maintenance of the iron in that the iron may have needed to go through the self-cleaning process.   The consumer advised the agent that she wanted to escalate to a member of management.  I contacted the consumer and attempted to discuss some possible trouble shooting options, which Ms. ****** said she had attempted and still stated she had the issue with leaking.  I asked her if she could provide the manufacturing data from the iron as well as a copy of the proof of purchase so that we could determine if the product was possible under warranty.  The consumer stated to me that she did not have the receipt but did purchase it over a year ago, and that she could only provide the model number to me.  Based on the information available, the iron was found to be beyond the warranty coverage period, however, I offered to provide Ms. ****** with the contact information for an authorized repair center for possible repair consideration at her cost.  The consumer declined.

  If Ms. ****** can provide some detail that can help us identify her present warranty status we can then proceed accordingly, otherwise we would like to give her the information for a viable repair center if her product is not covered via the warranty.

• Initial Complaint

  Date:03/19/2025

  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.

  I bought an All Clad 13 piece essentials set for my mom as gift. These pots and pans are very dangerous . The non stick coating is also on the bottom causing them slip and slide all over the ******** mom almost burned herself and so did I the next day send a pot of boiling water off the stove . I used to be fan of all clad until my recent experience with customer ********************** and their new line of essentials. Completely unhelpful and insulting. They suggested I hold the pot with two hands. How can I stir the pot ?The website was misleading. This line of essentials pots and pans have non stick coating on the bottom of them . They dont show you this.They look like the other ha 1 or nx pro.I have the * 1 from a couple years ago its great. There is a metal plate on the bottom . This needs to be shown .They need to put a warning on this cheaper line of all clad essentials pots and pans saying they are more slippery on the bottom and could cause burns and spills potentially causing a fire or permanent harm.

  Business Response

  Date: 03/20/2025

  Good day,

  While there are no known quality or design issues with the All-Clad Hard Anodized Essentials line, we do regret learning that the consumer stated they experienced an issue while in use of the cookware.  Per the details available the consumer had contacted us yesterday regarding two orders they placed in January.  Per the details noted the consumer in error believed that our discontinued B1 line was exactly the same as the Essentials line with regards to the existence of a stainless-steel induction plate being present. The essentials line does not come with the aforementioned feature and never has and as a result is not induction stove compatible whereas the B1 series when it existed did.  A simple review of the product description details on our website does note that the product is not induction compatible.  For reference, please see ************************************************************************************ under product details.  

  The consumer further noted that the cookware was slipping off from his mother's stove.  While this is not a known issue, we did ask the consumer if the pans appeared to mis-formed, dented, etc. The consumer stated that the cookware was not damaged and asked if he could exchange for another product line.  We offered our regrets as we do not have an exchange process but could have the product come in for warranty consideration.  The consumer asked to elevate as they wanted to return the orders for a refund, however, the consumer was beyond the return window.   As per the consumer's request the matter was elevated and the consumer was advised that as a courtesy they could return the orders at their cost for shipping, however, the products had to be new, unused, and originally packaged.  The consumer noted that they no longer had the packaging and as a result we noted we would not be able to accept a return but advised the consumer that the issue at hand is not a defect and that they should maintain the control of any cookware by using "one" hand to hold the handle and cookware in place while stirring or manipulating the recipe with regards to turning or flipping food items. 

  If the consumer can return the cookware in its original packaging in a new, unused, and undamaged condition we as noted above could consider accepting a return. However, if the product is received in a used condition, we may assess a return used fee of 30%.

• Initial Complaint

  Date:12/18/2024

  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.

  I purchased an iron from them. When I received it and plugged it in it had a terrible smell. I immediately contacted them and they told me they would charge me 30% of my cost + shipping if I returned it. I have not returned it yet. They say that if I had read the fine print at the bottom of their web page under return policy I would have know that.

  Business Response

  Date: 12/19/2024

  Good morning,

  We regret learning that the consumer experienced an issue with their recent Rowenta order. Per the details available the consumer contacted us yesterday stating that they did not like the process for filling the tank with water and that the product had a smell.  The details regarding what the smell was specifically was not provided or specified. The consumer was advised that they can return the item for a refund however, there is a fee for our issuing a return label and if the product is not returned new, unused, undamaged, and originally packaged the consumer would be subject to a return used fee of 30%.  The aforementioned is documented in our terms of sale and *******************************************************

  With regards to the stated smell issue, new electrical appliances may give off an initial slightly burning smell at first use, but that will quickly dissipate and should not occur from that point forward.  

  At this point the consumer can return the order as noted and if our evaluation determines the presence of an actual defect then we would reconsider the application of the return used fee.  However, if no defect is found the consumer would be subject to the return used fee as the consumer did note use of the product during their contact with us.

  Thank you,

  Customer Answer

  Date: 12/19/2024

  
  Complaint: 22704323
  
  I am rejecting this response because: the iron was not used! I simply put some water in the tank and turned it on. As soon as I noticed the smell I turned it off. The sole plate only touched my ironing board cover. They consider the fact that I put some water in the tank and turned it on as a used product. 50+ dollars to restock it is absurd!
  
  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 12/20/2024

  Good morning,

  
  We regret that the consumer is not satisfied with our resolution.

  As noted yesterday, the consumer can return the item for a refund however, there is a fee for our issuing a return label and if the product is not returned new, unused, undamaged, and originally packaged the consumer would be subject to a return used fee of 30%. 

  If our evaluation group determines the presence of an actual defect, then we would reconsider the application of the return used fee.  However, if no defect is found the consumer would be subject to the return used fee as the consumer did note use of the product limited or otherwise during their contact with us.

  Thank you,

• Initial Complaint

  Date:08/16/2024

  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.

  I had Purchased a Rowenta Iron from Bed Bath and Beyond In *********, **. After a few months we bagan noticing the iron was leaking. By then Bed Bath and Beyond filed bankruptcy and was closed.I called the compand Rowenta and based on the date on my product(not a purchase date, but a manufactured dated) they say the warranty expired in 2022. Therefore, its past their one year warranty and cannot be replaced.I tried to explain this is a defective product and has damaged floor and you can see the water residue on the iron. But the person insisted its over the warranty. I feel the company should replace the iron. Thank you.

  Business Response

  Date: 08/19/2024

  Good morning.

  We regret learning of ************************* stated issue while in use of her Rowenta iron.  Per the details noted the consumer did not reach out to us until August ******* regarding her stated issue of the iron leaking. The consumer did not advise on specific purchase details with regards to having an available proof of purchase however, provided a manufacturing date from the year 2021 which at this point would put the product out of warranty.  If the consumer can provide us with a valid proof of purchase from within the past year we can confirm warranty coverage.  If a proof of purchase is not available, we can offer the consumer the option of purchasing a new iron at a reduced price. 

  Customer Answer

  Date: 08/19/2024

  
  Complaint: 22153257
  
  I am rejecting this response because: 

  I had called once before initially and was told that the company was not going to replace.  Not sure about the date but it was a year a so ago.

  Than I was informed by a friend I should call again as the leak also damaged the floor.   And was advised to write to BBB.

  A product that has production problem should be replaced.  The company offered to sell one at the price they sell outside.  I don't think that is acceptable.   

  I hope the company will consider that not only is the product defective, it has also damaged the floor.

  As I told them it was purchased at ******** AND BEYOND in *********, ***   The company went out of business.

  i dont have purshase receipt.

  Looking for  positive outcome.
  
  Regards,
  
  *************************

  Business Response

  Date: 08/19/2024

  Good afternoon,

  Per the details available we would not be able to determine that the issue was related to a manufacturing defect as the iron is noted as several years old.  Leaking can be a result of several facets to include water type used, temperature settings on the iron, as well as overall maintenance and upkeep of the iron by the end user.   Based on the details provided in this matter the consumer can consider pursuing the repair of the iron at their cost or as noted previously we can extend the option of selling a replacement product at a reduced price.  Unfortunately, there would not be any additional options available given the details.

• Initial Complaint

  Date:06/27/2024

  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.

  I purchased a Rowenta Steam Iron from Target back in April, soon after I begin having issues with it. Water leaks from the retractable cord hole. This makes it a mess to use and empty, I reached out to the company and was told I needed to send it in for a repair that could take up to 2-3weeks. During this time I would be without an iron and they do not provide replacements. This policy is burdensome to the consumer.

  Business Response

  Date: 07/08/2024

  Good morning. We regret that the consumer is experiencing issues with their Rowenta iron.  As noted, our warranty provides for the repair of our products or a replacement if we determine that a repair is not feasible.  In review of the case records for the consumer, the issue she noted with regards to a possible leak would generally be considered something that could be corrected via a repair from one of our authorized repair centers.  The repair process on average takes approximately two weeks.  The aforementioned timeline could be less if parts are in house, however, if parts have to be ordered additional time may be needed.  Per the terms of our written warranty the repair option and timeline noted to the consumer is in line with the terms of our warranty.  We unfortunately do not offer a loaner or rental program during the repair phase.

  Customer Answer

  Date: 07/08/2024

  
  Complaint: 21912075
  
  I am rejecting this response because:
  
  It is unreasonable to be without use of a product for two weeks or longer. This causes unnecessary distress, as I use this product daily. While it does leak water after use, I am still able to iron my garments, if I did NOT have the iron I would be unable to iron altogether. Please advise of an alternative while my iron is being looked at? I do not have any additional methods to iron my clothes.
  
  Regards,
  
  ***********************

  Business Response

  Date: 07/11/2024

  Good afternoon.

  Again we do regret that ************ experienced any issue with her Rowenta product and appreciate her sharing her concerns.  Our warranty as noted is a repair-based warranty as we strive to be an environmentally conscious organization and look for means to avoid unnecessary waste disposal.  As such we generally will strive to repair products whenever possible as opposed to just disposing of them. There is not an alternative means to our warranty process as the subject product does need to be evaluated by an authorized repair technician.  We again would ask that the consumer consider the aforementioned and we on our end will make every effort to have her Rowenta product evaluated and processed for repair in as timely a manner as possible. 

  Customer Answer

  Date: 07/16/2024

  
  Complaint: 21912075
  
  I am rejecting this response because: I need to use an iron in the meantime. Is there a repair facility locally to my zip code of ***** that I can visit instead for repair? 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 07/16/2024

  Good day,

  The following is a link to our current service providers in ***************** *****************************************************************************************************************************;

  There presently are not any service providers located in **********, however, we do have several in the neighboring state of ********* 

  We do regret any possible inconvenience. 

  Customer Answer

  Date: 07/17/2024

  
  Complaint: 21912075
  
  I am rejecting this response because:
  

  The locations in ******** are about 27.9 miles away from me, will cost an average of 50 dollars and will take me over an hour drive to reach the repair location. This presents an extenuating situation, I, again will be similarly inconvenienced as if I was sending the Iron to repair facility by mail. This entire process has a left a negative feeling towards the brand and does not lean towards customer success. 
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/07/2024

  Type:Delivery 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.

  Received e-mail from ******** soliciting their cookware. Ordered item "1-quart pan listed and advertised as a 3-piece set consisting of pan, lid, and spoon". Even my paid invoice states the exact same too. When item arrive it was missing the "lid". When contacting ******** about the missing "lid" their reply was sorry we cannot send you a lid. It was an error on our advertising and it wasn't supposed to come with a lid. WOW...totally false advertisement and they will not stand behind it. How many other customers are they taking advantage of? If you advertise something and charge the customer for such, you should be responsible and provide them with what they purchased. Please look into it. Thank you so much.

  Business Response

  Date: 06/10/2024

  We regretted learning of the consumer's stated issue.  The product that the consumer purchased was mis-identified as coming with a lid, when in actuality it does not. 

  In an effort to remedy the matter we offered the consumer the option of keeping what they ordered, and we would refund them back twenty dollars for the cost of the lid or we would provide them with a pre-paid shipping label to return the item for a full refund.  Additionally, we offered this specific consumer the option of having *** physically come and pick up the item so that it may be returned for a full refund.

  In review of the case records for the consumer in question he refused the options presented to him and asked that we send him another product that was not equivalent in price, nor in construction to what he originally ordered. We offered our regrets as we would not be able to exchange his order for a different product.  However, he does have the options noted above with regards to either keeping the item he received and getting a refund for the cost of the lid, or he can return the item for a full refund. 

  The consumer ultimately refused the options outlined above, which we understand may not be the outcome they wanted however, we believe are fair remedies given the stated issue.

  Business Response

  Date: 06/10/2024

  We regretted learning of the consumer's stated issue.  The product that the consumer purchased was mis-identified as coming with a lid, when in actuality it does not. 

  In an effort to remedy the matter we offered the consumer the option of keeping what they ordered, and we would refund them back twenty dollars for the cost of the lid or we would provide them with a pre-paid shipping label to return the item for a full refund.  Additionally, we offered this specific consumer the option of having *** physically come and pick up the item so that it may be returned for a full refund.

  In review of the case records for the consumer in question he refused the options presented to him and asked that we send him another product that was not equivalent in price, nor in construction to what he originally ordered. We offered our regrets as we would not be able to exchange his order for a different product.  However, he does have the options noted above with regards to either keeping the item he received and getting a refund for the cost of the lid, or he can return the item for a full refund. 

  The consumer ultimately refused the options outlined above, which we understand may not be the outcome they wanted however, we believe are fair remedies given the stated issue.

  Customer Answer

  Date: 06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  If the company (All-Clad) advertises something and you pay for it they should full fill the order.
  
  The BBB should continue to stand up for the consumer, we appreciate it, and not listen to excuses about errors or mistakes made by big companies like ******** on their advertising and billing.
  
  I just want a “lid” as advertised and “paid for”.
  
  My prior filing included a copy of my invoice showing what was advertised/ordered/and paid for.
  
  As you can see by the paid invoice it’s not an error on their part. They just don’t want to send the lid because it’ll be a monetary loss to them. How many other customers are they doing this to?
  
  They (All-Clad) have the lids in stock because they’re advertising it “D-3” 1-quart with lid at $149.99. Please see their online advertising photo attached.
  
  The one they shipped me is the same Model:  a “D-3” 1-quart but “without lid”.
  
  I just want the “lid” I paid for.
  
  The credit they are offering for the missing lid for $20.00 is not enough.
  
  As you can see other on-line companies are selling the same  “All-Clad D-3 lid” for $29.95 and $38.95 respectively which doesn’t include shipping and or taxes. Please see attached photos of the on-line advertisement.
  
  All-Clad just needs to either ship me my missing lid for the “D-3” 1-quart OR credit me the above costs plus shipping/taxes so I can order it myself.
  
  That’s a fair and equitable solution.
  
  All-Clads current response to not send me a lid (they have in stock) or to offer a below market cost valuation is “Not Fair”.
  
  Sincerely
  
  **** *******
  
  
  
  
  
  
  
  Regards,
  
  **** *******

  Customer Answer

  Date: 06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  If the company (All-Clad) advertises something and you pay for it they should full fill the order.
  
  The BBB should continue to stand up for the consumer, we appreciate it, and not listen to excuses about errors or mistakes made by big companies like ******** on their advertising and billing.
  
  I just want a “lid” as advertised and “paid for”.
  
  My prior filing included a copy of my invoice showing what was advertised/ordered/and paid for.
  
  As you can see by the paid invoice it’s not an error on their part. They just don’t want to send the lid because it’ll be a monetary loss to them. How many other customers are they doing this to?
  
  They (All-Clad) have the lids in stock because they’re advertising it “D-3” 1-quart with lid at $149.99. Please see their online advertising photo attached.
  
  The one they shipped me is the same Model:  a “D-3” 1-quart but “without lid”.
  
  I just want the “lid” I paid for.
  
  The credit they are offering for the missing lid for $20.00 is not enough.
  
  As you can see other on-line companies are selling the same  “All-Clad D-3 lid” for $29.95 and $38.95 respectively which doesn’t include shipping and or taxes. Please see attached photos of the on-line advertisement.
  
  All-Clad just needs to either ship me my missing lid for the “D-3” 1-quart OR credit me the above costs plus shipping/taxes so I can order it myself.
  
  That’s a fair and equitable solution.
  
  All-Clads current response to not send me a lid (they have in stock) or to offer a below market cost valuation is “Not Fair”.
  
  Sincerely
  
  **** *******
  
  
  
  
  
  
  
  Regards,
  
  **** *******

  Business Response

  Date: 06/10/2024

  Thank you for your reply. Please note that the lid price quoted is for a lid that would not fit the item the consumer originally received.  The item that the consumer originally ordered is somewhat wider and as a result the lid suggested would not fit.

  The available options which have been conveyed to the consumer via the phone, email, and through the Better Business Bureau are as follows:

  1. Keep the item as received and get a $20 refund or

  2. The item can be returned to us for a full refund.

  The aforementioned are the only two options available to us in response to this matter.

  Business Response

  Date: 06/10/2024

  Thank you for your reply. Please note that the lid price quoted is for a lid that would not fit the item the consumer originally received.  The item that the consumer originally ordered is somewhat wider and as a result the lid suggested would not fit.

  The available options which have been conveyed to the consumer via the phone, email, and through the Better Business Bureau are as follows:

  1. Keep the item as received and get a $20 refund or

  2. The item can be returned to us for a full refund.

  The aforementioned are the only two options available to us in response to this matter.

  Business Response

  Date: 06/12/2024

  We did explain to the consumer that the lid would not fit.  We also explained to the consumer that the one he purchased was a special promotion. 

   

  At this point, the refund is being processed and the consumer gets to keep the pan for free.   As a consumer, I would find that very fair solution.

   

  Have a great day

   

   

  Pat T*******

  Manager Consumer Services

  Consumer Services

  Business Response

  Date: 06/12/2024

  We did explain to the consumer that the lid would not fit.  We also explained to the consumer that the one he purchased was a special promotion. 

   

  At this point, the refund is being processed and the consumer gets to keep the pan for free.   As a consumer, I would find that very fair solution.

   

  Have a great day

   

   

  Pat T*******

  Manager Consumer Services

  Consumer Services

• Initial Complaint

  Date:05/22/2024

  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.

  T-Fal cookware set has a lifetime warranty against defcts and the nonstick coating is peeling off edges of all the pots and pans in this cookware set. this has potential to cause health problems. I called them at ************** and was told the only option was to ship the pots and pans to their consumer return location at ******************************** for evaluation. T-Fal will not pay for shipment of defective items to their consumer returns location. the cost to ship these items is more than the items are worth. this is unacceptable and deceptive.

  Business Response

  Date: 05/23/2024

  Good day,

  We regret learning of the consumer's stated issue.  In review of our records we are unable to locate any file under the name or email address provided by the consumer. Per the terms of the **Fal warranty, consumers are generally responsible for the cost of shipping their product to us for warranty claim evaluation and handling.  **Fal on its end generally absorbs the cost for anything shipped back to the consumer whether it be a replacement item or their original item with an explanation of why the item was not eligible for replacement.

  The consumer can visit our website for warranty details at: ****************************************************************

  As a courtesy we can offer the consumer a pre-paid return label however, we will need their full and complete contact details to include their full name, complete address, phone number, as well as a valid email address.

  Thank you,

  ******

   

• Initial Complaint

  Date:05/08/2024

  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.

  I bought the iron about 10 or 11 months ago. I do not have the receipt, sorry but the iron is liking when I put water in the chamber that supposed to steam. Is water coming out from below the iron and make a mess on my garments.

  Business Response

  Date: 05/10/2024

  We regret to hear that the consumer has experienced a problem with their iron. I have searched our contact records and cannot find record of the consumer contacting us prior to filing this complaint.

  Our irons are covered by a one-year warranty against defects in materials, construction or workmanship. In order to have the iron repaired, we need some additional information from the consumer. I have sent the consumer an e-mail explaining the warranty process.Even though the consumer does not have a receipt, we may still be able to validate the warranty with information on the manufacturers label on the iron.

   

  Regards,Pat

• Initial Complaint

  Date:03/28/2024

  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.

  In October, 2022, I filed a claim with All Clad for warranty service on a 13 x 20 griddle pan. The non stick surface was no longer working. Customer ********************** responded with this "reason" for not being applicable under the warranty terms. "The nonstick has been overheated. There is a residual build-up on the nonstick and discoloration associated with overheating." This response was inaccurate and I spoke to a represnetative who apologized about the above evaluation and agreed that it did not apply to my product, however, he still denied warranty coverage. I recently purchased a new pan and had a similar problem with the non stick coating. I received another similar response from customer **********************. " The pan has been well utilized, and looks worn in some areas. This is considered normal use and care and not covered under our Limited Lifetime Warranty. "Again, this is untrue- there is no evidince of being "well utilized". The pan still appears to be brand new and does not have any material "usage" wear and tear. I spoke to customer ********************** and they said "sorry it is due to wear and tear".My issue that I think needs to be addressed is the fact that the "front line" customer ********************** agents simply respond to the claim and deny it without any true basis for doing this. This should not have occurred twice to me with my warranty claims.

  Business Response

  Date: 04/15/2024

  We regret to hear that the consumer has experienced problems with his double burner griddle.  From the date of your purchase or delivery if later All-Clad Metalcrafters, warrants that any All-Clad cookware, cutlery, accessory or bakeware item purchased by you, the original purchaser, from All-Clad or an All-Clad authorized retailer will be free from defects in material, construction, or workmanship for the lifetime of the product under normal use and following care instructions.
  
  The normal warranty process is to have consumers send the cookware in for a warranty evaluation. In many cases, we are able to do a warranty evaluation via digital pictures.  Based on the digital picture the consumer sent, we were unable to identify any manufacturing defects. 
  
  Even though we cannot guarantee a different outcome, the consumer can send the pan in for a physical warranty evaluation.  If the consumer would like to send the pan in for a physical evaluation, we can issue a prepaid shipping label. 
  
  I suggest that the consumer send the pan in for evaluation.  The griddle is a popular pan that is rated highly.  It is currently rated 4.5 out of 5 on Amazon.com.  Many people use this pan for years without any issues as long as they are following the use and care instructions.   For the consumer to have experienced problems with three in the last four years, we would like to try to determine why he is having so many issues.
  
  Please let me know if he wants a prepaid shipping label.

• Initial Complaint

  Date:03/20/2024

  Type:Delivery 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 purchased a cookware set from AllClad. Order number ******** (also a replacement order 000631797)and Order number #********** The first order arrived defective -- there was discoloration in one of the pots, and also a chip in the side of the other -- I did not examine the 3rd thoroughly. I called AllClad, and they said this was defective, so they replaced the order (replacement ID ************ waited weeks before receiving my replacement pans. I received them, and I sent a message to All Clad indicating that there is a scratch in one of my pans (after use) and the other pan has marring and scratching (completely unused, untouched). I expressed my concern, and said I either want a replacement or a refund. They said they will not replace them... they said they will only have me "send these in for inspection." This is unacceptable. I ordered "new" pots, with the understanding (given the price) that these would be quality. They are not. All clad said I can return them for a restocking fee and a shipping fee -- but I want the full refund, given much of this issue is with a defective unused pot that they've already replaced. Please refund this order. I don't want a replacement at this point because I'm unhappy with the customer **********************. Also please note that I've been attempting to return this product well within the 45 days of the return policy, and dealing with AllClad representatives who are not resolving my issue.

  Business Response

  Date: 03/28/2024

  The consumers e-mails to us are not clear on what the problem with the cookware is and what resolution she wants.  We have attempted to reach the consumer via telephone to clarify some information.  We also sent an e-mail.  We have not heard back from the consumer. 
  
  The consumer had 2 different orders.
  
  Order #********** from February 11, 2024 was for 2 D3 Mini Casseroles.  The consumer returned them to us for a refund.  The refund was processed on March 23, 2024.
  
  The consumer had another order, order #********** from January 17th for a 5 piece set.  She had contacted us and stated that 2 of the pans were received with damage.  We entered an order to replace them and gave her a prepaid shipping label to ship the damaged ones back to us.  The replacement pans were delivered to the consumer on February 29th.    The damaged pans were received in our facility via
  *** Tracking number 1ZR1818V9073311329 on March 4th.
  
  The consumer then requested another replacement or refund but has not sent the pans in for an evaluation. The website clearly states If you are not completely satisfied with your purchase, products can be returned within 45 days of the delivery date for a full refund.  Products must be returned unused and in the original packaging in order to receive a full refund. If a product is found to be used from our inspection team, 30% of product cost will be withheld from the refund.
  
  If the consumer wants them replaced under the terms of the warranty, she needs to return them using the *** Shipping label that was sent to her.  The warranty covers defects in materials, construction and workmanship. It does not cover damages as a result of improper use and care.
  
  If the consumer wants a refund, then she should request a Return Authorization at *********************************************; The return policy can be found at **************************************
  
  Either way, the cookware needs to be sent back to us in order to get a refund or replacement (if a manufacturing defect)
  
  If you need any further information, please contact me.
  
  Regards,
  Pat
  
  

  Customer Answer

  Date: 03/28/2024

  
  Complaint: 21460865
  
  I am rejecting this response because:
  
  Order 1: this order was returned and refunded on basis of easily misleading photo advertising. The pot I recall being sent in the photo appeared far larger than the miniature pot(s) I received. 
  

  Order 2: I ordered a 3 pot set. It arrived defective. It was replaced. This pot I was sent as a replacement also arrived with stains/***** in the pot. This pot is unused  I was dealing with AllClad well within the return window with little to no responses. Now the return window has passed. I want the following:

  1. I want to return these pans and *not* send them in for inspection. Initially I wanted them replaced, but am completely unsatisfied with this customer **********************. Therefore, Id like to return these pans.

  2. As I explained: the pot I receive was unused and defective. Do you think it is fair to have originally denied me a replacement, and to now tell me that I can only return it for a 30% loss, when the pan arrived to me defective? I want to simply return these and be refunded on the bases of poor quality pans and customer ********************** .

  Regarding the contact attempts - I have received none. This is the first contact I have received - and it was only addressed after I reached out publicly on social media. Please continue all correspondence through this claim so that I can ensure I am effectively being contacted.

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

  Business Response

  Date: 04/02/2024

  Order #**********  - We regret to hear that the consumer thought the misleading photo.  Sometimes it is difficult to determine the size of a pan if you just look at the picture. The description of the pans state they are Mini Casseroles with lid 1 quart.  In the details it also states:The smaller capacity makes it perfect for side dishes, which can be served directly from the oven to table. This order was returned, and she was refunded.
  
  At this point, the consumer still has possession of the other order #********** from January 17th for a 5 piece set.  We had replaced 2 of the pans from the set previously.
  
  Since it was purchased as a set, if the consumer wants a refund, the entire set must be returned, unused in original packaging. 
  
  As we have advised the consumer previously, if the consumer wants a refund, then she should request a Return Authorization at *********************************************; The return policy can be found at **************************************
  
  Since it was delivered January 24th, there may be a problem requesting the return through the portal.  If there is a problem with the Return Authorization, the consumer should let us know that she is returning them.  We can extend the return window, as long as she sends the cookware back within the next 10 days (April 12, 2024).  After April 12, 2024, we will assume that the consumer has decided to keep the cookware.
  
  If you need any further information, please contact me.
  
  Regards,
  Pat

  Customer Answer

  Date: 04/04/2024

  
  Complaint: 21460865
  
  I do not have a refund in my account as of yet for the items I have returned  
  

  Please extend the return window for the 5 piece set and allow me to return these pans. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 04/04/2024

  As previously stated, we processed the refund for order #********** on March 23, 2024.  If the consumer does not see it, she should contact her bank.  If she has further questions about it, please contact us directly. It is probably best that financial information not be posted on here.

  As for the other order that she still has, the 45 day return date ended March 10, 2024.  We can accept the return, under the terms of the return policy, as long as it is received by April 15, 2024.  

  Any further questions, please let me know.