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 North America

  424 Morganza Rd Canonsburg, PA 15317

• 

  Groupe SEB USA

  1 Boland Drive West Orange, NJ 07052

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:05/29/2023

  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.

  Received notification of defective all-clad d5 stainless steel 12 frying pan of having sharp edges. Company requested claim form and pictures which I provided. Company will not send replacement which they are required to do based on Master Case No. 2:21-mc-491-NR settlement. Refer to *****************************************************

  Business Response

  Date: 06/12/2023

  The Class Action Suit is being managed by a third party Claims Administrator.  Based on the consumers complaint, it appears that the consumer has been through the initial part of the process and his claim has been preapproved.  The next steps involve the consumer receiving a prepaid shipping label and sending the product in for a physical evaluation.  This is all managed through the third party Claims Administrator. Therefore, we have no specific information to give the consumer.  If the consumer has any questions or concerns,they need to contact the Claims Administrator at:
  
  All-Clad Metalcrafters Settlement
  *** Claims Administrator
  *********************************;Suite 2210
  ************, ** 19103
  Phone: **************
  Email: ************************************

• Initial Complaint

  Date:05/23/2023

  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.

  Hi, I am filing a complaint because I never received my order, and over a phone call a representative informed me her advisor aka higher up said they would issue a refund since the *** investigation process was taking so long. That never happened and when I called back in for an update I received a lot of attitude from their customer support when I told them I was informed I was being refunded. Theyve also emailed me saying/implying twice that *** closed the case, which is not true. *** has not closed the case, and when I told them that I called *** customer support to confirm that they said they dont deal with the *** department, but that they couldnt share the contact information for the *** department they did work with. Odd. I then got an email about 30 minutes after that call saying to call *** support at the number I had been calling for an update. This companys support is beyond unprofessional and sketch considering how inconsistent and dishonest they can be.

  Business Response

  Date: 05/25/2023

  The consumer placed the order with ** on April 7,2023.  The order was shipped via *** Tracking number 1Z90E80Y0302900151. According to ***, it was delivered to a *** Access pointy on April 18th.
  
  When the consumer contacted **, we opened an investigation with ***, and we were advised that it was delivered to the access point.  The consumer said that she only uses that when she is going to be out of town but did not ask *** to deliver to the access point during this time frame.   She claimed it was not delivered so we contacted *** to file a claim.  *** investigated and advised that it was delivered to access point and the trucks GPS locator confirms the truck was there.   According to ***, the package was picked up at the access point and was released to the consumer after she provided them with identification. 
  
  We gave the information to the consumer.  We also provided her with a phone number for *** in case she had questions.
  
  I cannot find any indication that anyone promised the consumer a refund.  Most correspondence after the initial contact was done via e-mail. 
  
  We would not refund money for a package that was delivered to an access point and then picked up with ID.

• Initial Complaint

  Date:04/13/2023

  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.

  An order for a 10-piece D3 Stainless 3-ply Bonded Cookware set was placed on January 19, 23. I didn't get the shipment for close to 3 weeks. I saw some flaws in a few things, but I tried not to be too choosy about it. I heated some water in the sauce pan when I noticed that the material was beginning to peel. I got in touch with the business, and they said they would send me a pre-paid sticker. I decided to test the remaining pots and pans while I waited for the sticker, and the majority of them shared the same issue. I got my pre-paid sticker on February 23, 23. To help them understand the issue, I boxed up the majority of the things and placed sticky notes. It took some time before they got the box. When I emailed the company on March 23 to ask about the delivery, I was informed that the item had arrived on March 7, 23. The business delivered me a box on April 7, 23 with the majority of the pots and pans, but they didn't replace or resurface them. The 3 quart saut pan with cover was the only item they changed. The issue is that I just used these pots/pans to test them before returning them; when I contacted them, they claimed that it was from use. They were all defective, but they gave the impression that I had been using these items for weeks. The saut pan they substituted had the same issue as the other items I returned. The brand-new saut pan I received has a little hole in it. I've used a less expensive pans for years and have never experienced this problem. I assumed that since the firm had a solid reputation, the goods would be decent, but I'm not pleased with what I got.

  Business Response

  Date: 04/14/2023

  The consumer placed the order on January 19th.  It shipped from ********** via *** tracking number 1Z90E80Y0302704542 on January 20th and was delivered to the consumer in ********** on January 26th, one week from the date the order was entered.
  
  The consumer contacted us via e-mail 5 weeks later on Sunday,February 19th to advise us that he received some of the pieces with imperfections and wanted replacements.  We e-mailed a prepaid shipping label on February 22nd to bring them back for inspection. 
  
  The e-mail we send advises the consumer to allow 2 to 3 weeks for the processing and evaluation.  We attempt to have the evaluation process done quicker.  In this case, I am not sure what happened in the inspection department that delayed the process.  They were received March 7th and the inspection results were not provided until April 7th.  I apologize for the delay and have advised the Manager in charge of the ********************* so he can address the matter with the inspectors. 
  
  The warranty covers products that have defects in materials and workmanship.  Based on the inspectors evaluation, the pans that were returned had scratching and pitting,which are not a result of defects in materials and workmanship.  It is a use and care issue and would therefore not be replaced under the terms of the warranty.  There was one pan that they identified as having a manufacturing defect and that pan was replaced. 
  
  The most common cause of pitting is sodium chloride, which is found in salt. If you add salt to your water before it's boiling, some of the salt will settle to the bottom of the pan,causing pitting to occur in the stainless steel.  This is not a defect in the materials and/or the workmanship. 
  
  The consumer can still use the pans with the scratches and the pitting.  It does not affect the performance of the cookware.
  
  

  Customer Answer

  Date: 04/14/2023

  
  Complaint: 19934394
  
  I am rejecting this response because: to start the item was not shipped the next business it took sometime to get a shipping number. It took close to 3 weeks for me to receive the box.

  I did not add salt to the water because I was not going to use it. I just wanted to test all the pans before sending them back. The product has pitting because the material might be low quality. The picture I added is of the brand new pan I received and as you can see it also came with a little hole. 
  
  These pans have been with *** more time than in my kitchen. I just want the company to fix them or I can send them back for a full refund. 
  
  Regards,
  
  *******************

  Business Response

  Date: 04/18/2023

  We regret to hear that the consumer has rejected our response. 
  
  The consumer still believes that it took 3 weeks to get to him.  I have attached proof of delivery showing it shipped on January 20th and was delivered on January 26, 2023, which was 7 days after he placed the order (which was placed on January 19, 2023).  The order was shipping from ********** to **********, which takes approximately 4 to 5 business days. 
  
  The first we heard from the consumer was on February 19,which was over 3 weeks after the cookware was delivered to his address.  He did not mention in his e-mail that they were received in that condition.   In fact, the consumer stated I have only used the 8.5, **** and 3 quart sauce pan.
  
  In reviewing the pictures of the cookware taken by the ********************** even though the cookware looks newer, there are indications that the cookware has been used.  There are scratches, nicks, and pitting in the cookware. 
  
  The consumer asked for the pans to be fixed.  We do not resurface the pans.   We cannot give him a refund since they are used and damaged.  We can offer to sell the consumer replacement cookware at a discount based on what we have in inventory. 
  
  
  
  I have only used the 8.5, ****, and 3 quart sauce pan.

• Initial Complaint

  Date:04/12/2023

  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.

  Dear *** or Madam,I am writing to complain about the customer ********************** I received in reference to replacement for my Rowenta Steam Iron. On April 11, 2023, I spoke to Ms. ******* of Rowenta customer **********************. I stated to her the iron cost $199.00 and not working. She requested for these numbers DW9080 UI and the last four digits *****. I stated to her that some stores carry items that has been discontinue and the consumers are unaware. I stated to her in the past that I did purchase an item that was discontinue. If a item is discontinue then companies should not carry them in stores. After explaining all the above details, I requested to speak to a supervisor since she could not resolve my problem. She transfer me to ****************** and then I explain all the above information to her. She stated to me that it was a high-end iron and it was discontinue in 2014, nine years old, no longer repairable, disregard. I stated to her that I would like to escalate this matter higher. Decline, I could not honor your request. I am very disappointed with the end results for such an expensive iron.

  Business Response

  Date: 04/14/2023

  We regret to learn that the consumer has encountered any difficulty with their Rowenta iron.
  
  We make every effort to ensure the useful life of our products through the choice of quality materials and extensive testing.  As with most manufactured products, the life of a product will vary from owner to owner.There are many variables involved in the longevity of a product, such as following recommended use and care, performance of recommended maintenance, the storage of the product, how often the product is used, and the care given to the handling of the product. 
  
  Rowenta irons are warranted for 1 year from the date of the original purchase as validated by a proof of purchase from an authorized retailer.  When a consumer does not have a proof of purchase, we attempt to validate the warranty using the information on the manufacturing label.  Unfortunately, based on that information, the iron is approximately 12 years old.  We routinely cover irons when they are a few months out of the warranty, even up to a year, but the warranty on this iron expired 11 years ago. 
  
  Unfortunately, without a valid proof of purchase from an authorized retailer showing a purchase date in the last 12 months, we would not be able to cover the iron under the terms of the warranty. 
  

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 February 1st, 2023 I purchased a pan from all clad online store, the same day I realized that item had some specifications not suitable for me which I hadn't noticed before buying it, so I called the customer ********************** the next day to cancel the order. I heard the item was already shipped so the only way to return it, was to wait for it's delivery and then to start the return process. The pan was delivered 2 days later, but getting return label from all clad took me about a week, customer ********************** agents were nice but not helpful at all. That is why in our last conversation I warned them that I would write publicly about how all clad ignores it's customers. I received the return form right away (in 2 hours). The UNOPENED item was returned (delivered) to all clad premises on Friday, February 10th,2023. In spite of the fact that the return policy says the refund is issued in 6-8 days, it's been 16 days for me and I still haven't received my refund. Please help me out with this, I feel disrespected as a customer, they have both now - they got the product back and they still keep my money. I don't see any reason why they couldn't finish my case for so long, other than some kind of punishing me for prior expressing my opinion on how they work. Regards, Beata

  Business Response

  Date: 03/21/2023

  There was confusion with the consumers return.  The consumer had two orders.  Her name and address were the same on both orders, but she used two different e-mails.  When she requested the label, the order number that was used was for the second order.  She returned the first order. 

  
  Once they were able to determine which order the return belonged to, they started the refund process.  She was refunded through paypal on March 7th.

  
  

  Customer Answer

  Date: 03/24/2023

  [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,
  
  Beata **********

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  November 2020, I filed a warranty claim. I returned the pan December 2020 for evaluation. It has now been over two years since the claim was submitted and pan shipped and received. The warranty claim was approved however o still have not revived a replacement. The response I receive is Your replacement is still being processed D5 Stainless Polished 10" Nonstick Fry Pan. once we have a tracking number we will e-mail it to you. This has been going on for 2 years. Ridiculous.

  Business Response

  Date: 02/07/2023

  I reviewed the history of the warranty claim.  The consumer contacted us in November 2020.   We issued a prepaid shipping label to bring the product back for a warranty evaluation. 
  
  The consumer contacted us in August 2021 stating he sent the pan back but had not heard anything further.  At that time, the agent checked the *** Label tracking information, and it showed the label had not been used.  When they advised the consumer, he insisted it was sent back and received by us.
  
  The consumer again contacted us in October 2022 asking for a status.  The consumer was advised again that we never received the pan.  Based on the attachments in the case, it appears an investigation was done, and *** confirmed delivery.
  
  The agent entered an order to send the consumer a pan.  As with many manufacturers, we are still experiencing some supply chain issues.  The pan was on back order.  The consumer was advised. 
  
  The pan shipped to the consumer and *** Tracking number 1Z1030EV0304152347 shows it was delivered on February 7, 2023Tell us why here...

  Customer Answer

  Date: 02/07/2023

  [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

  Date:02/01/2023

  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 have a frying pan. The coating is fine but the Alloy metal is buckling and does not sit flat on the stove and it is wobbling. I contacted F-fal and they told me that I will receive a *** label to return the frying pan.5 Weeks later, no *** label. I contacted them again and now I shall ship the frying pan to them at my costs.The shipping costs exceed the replacement value of the pan. The reference No they gave me is 04143377.I request free return of the defected pan and replacement.

  Business Response

  Date: 02/14/2023

  I have reviewed the history of the consumers contacts with us. The consumer has spoke to an agent via  a CHAT session.  As a courtesy, the agent advised the consumer that she would send a prepaid shipping label to him via e-mail.  The label was sent on January 5, 2023.  It would have come from UPS.  Sometimes consumers do not see the e-mail because it goes to their spam/junk mail folder.  At this point, the link in the e-mail would have expired so we will need to issue another label.
  
  The consumer e-mailed here January 30th and advised he was waiting for his label.  The agent that received the e-mail did not see the other case where there was record of the Chat session.  She advised the consumer that we do not send out prepaid shipping labels, which is the normal policy, but did provide the consumer with the information on how to send the pan in for warranty evaluation.
  
  I have e-mailed the consumer to advise that he will be receiving another prepaid label, and providing instructions on how to submit the pan for warranty evaluation.  

  Customer Answer

  Date: 02/14/2023

  [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.

   

  I am waiting for the label for the return shipment. I will check my Spam every day. However I have an Account with *** and it should not be directed into spam I will contact BBB in 10 days if I have not received the label for the return shipment.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 02/22/2023

  
  Complaint: 18965382
  
  I am rejecting this response because:
  
  

   

  I still have not received the *** label. I checked my Spam file, but it is not there. Please instruct them to mail the label via **** so I can return the Frying pan.
  

   

  --

  Best Regards,

   

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

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

  Business Response

  Date: 03/07/2023

  I had sent an e-mail to the consumer but received no response.  We have issued prepaid shipping labels twice.  If the consumer is receiving my e-mails, I can attach the label to an e-mail from me.   Please have the consumer confirm if he receives my e-mails.

  Customer Answer

  Date: 03/07/2023

  
  Complaint: 18965382
  
  I am rejecting this response because:
  I have not received any emails or other correspondence from them.
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 04/21/2023

  I will print out and send the prepaid shipping label in the ** mail to the consumer.  It will be mailed from ** so it makes a few day to get to the consumer.

   

   

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

  Manager Consumer Services

  Consumer Services

   

  Groupe SEB

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

  08332 ********* - ***

  Tel : *****************  ext 4109

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

  www.groupeseb.com

   

• Initial Complaint

  Date:12/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 11/20/2022 I filed a Complaint *********** with ********************, stating the following: On 03/17/2019 I purchased from ****** an All-Clad Hard Anodized 8" & 10" Fry Pan Set, which is covered by a lifetime warranty, as per manufacturer. On 10/28/2022 I filed a warranty claim for 10" Pan with reference number ********. The reason for the claim was the fact that the interior surface on 10" Pan started to deteriorate, and I was worried if some chemicals were getting in my food. At the same time I started noticing that the food started sticking to an interior surface of the pan. Although All-Clad advertises a lifetime warranty for their product, which was one of the reasons I decided to spend a significant amount of money on this set in comparison with other brands, my claim (reference number ********) was denied. I was told by ******* from All-Clad Consumer Service that the pan has been overheated. I am actually prohibited by my doctor to consume burnt food because of my health condition and I only cook on medium settings. Is All-Clad cookware getting overheated on medium settings? I do not think so. And why 8" pan from the set is still doing fine and does not have such problems? I am requesting All-Clad to honor their lifetime warranty and replace 10" pan. Thank you. **************************On Thursday, December 1, 2022 business responded and offered to send me a replacement 10 All-Clad Hard Anodized fry pan and provide me with use and care tips to prolong the life of the new pan, however 10 days have passed and I have not received a replacement 10 All-Clad Hard Anodized fry pan or shipping information about the shipment of such.I am still defending my position of never overheating the fry pan originally and now I am adding to my negative experience with the company the fact that they promised to send me a replacement and never acted on their promises.Please advice. Thank you. *************************.

  Business Response

  Date: 12/27/2022

  On December 1, 2022, I sent an e-mail to the consumer explaining that the failure of the pan was not due to a manufacturing defect, but was caused by improper use and care, which is not covered by the warranty.  I advised the consumer that I would send her another pan as a one-time courtesy and provided use and care information to prolong the life of the pan.  In the December 1, 2022 e-mail, I advised Please allow 10 to 15 business days for processing and shipping the order.
  
  The consumer may have not understood the term business days because the whole process was completed within 11 business days from December 1st, which fits in with the 10 to 15 days 
  order was entered on December 1st.
  shipped on December 12th (7 Business days later)
  delivered on December 16th (11 Business days later)
  
  We did comply with our promise of sending her a courtesy pan within the promised timeframe.

  Customer Answer

  Date: 12/27/2022

  [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 I still think that the pan I mentioned in my complaint had a manufacturer's defect since I was the only person who was using this pan and I know for certain that the pan was never overheated. I honestly do not understand why ALL-Clad did not want to stand behind their product and honor their advertised lifetime warranty by sending a replacement pan without me needing to contact BBB. ALL-Clad must do better in serving their customers and standing behind their product. I did finally receive a replacement pan, and I hope that this pan will not be a defective one, as previous pan was.

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

• Initial Complaint

  Date:11/30/2022

  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.

  When my steam iron needed repair, Group SEB (Rowenta) directed me to take it to a shyster with a history of taking customers money and appliances, then unreasonably delaying estimates and repairs while refusing to respond to phone calls and emails. I took my iron to ************************, an authorized service center on Rowentas website. When I first contacted them, I inquired if they could repair my iron. It was a Yes/No question, complete with a photo of the broken part and part info from Rowenta. ************************ responded to my first email, then stopped communicating. It took 3 more emails over 5 days before they answered me. But instead of giving me a yes or no, they insisted I bring them the iron and pay $20 for an estimate, which I did. But then they breached the contract and didnt provide the estimate. I heard nothing for 2 weeks. When I followed up, it took 1 voicemail and 3 emails before they finally answered, nearly 3 weeks after they took my iron.An estimate required just five minutes of their time. If they werent going to provide a timely estimate, they were obligated to inform me so that I could decide whether to go elsewhere. But thats not what they did. They led me to believe they would provide a prompt estimate. When ************************ finally sent an estimate, they told me the part had to come from ****** and would be delayed by several weeks. They also made clear that they would slow-walk the repairs once the part was received. Thats when I turned to Rowenta for help. All I wanted was for them to expedite shipping of the part so that my iron could be repaired without further unnecessary delays. But neither company would do anything. They wouldnt expedite shipping of the replacement part or expedite the repairs once the part was received. They wouldnt send me the part so that I could repair the iron myself. Nor would they replace the iron. Further, neither company ever apologized for the unreasonable delays.

  Business Response

  Date: 12/02/2022

  On November 17th the consumer advised us that she was having a problem with one of our other service centers in ************ that she took her iron to on October 29th. She said that they had the iron over 2 weeks, had just provided the estimate and still needed to order the part.  We apologized.  When we contacted the service center, they said that they hadnt ordered the part because they were waiting for her to approve the estimate.  We advised the consumer they were waiting on her approval of the estimate.
  
  The consumer advised that she would not sign the estimate as the service center prepared it.  She said Estimate must show that ************************ will pay for expedited shipping to obtain the part as quickly as humanly possible. And the estimate must show the *** before I will sign it. 2. Estimate must show that ************************ will provide me with tracking information so that ************************ cannot lie to me about when the part is received. 3.Estimate must show that ************************ will do the work within 24 hours of receiving the part. 4. Estimate must show $0 for labor. Ill reimburse you for the cost of the part. But Im not paying for expedited shipping, and Im not paying for labor. You can cover those costs as compensation for all the grief you have caused me.
  
  The consumer even edited the estimate the service center gave her to look exactly as if the service center issued it, but it reflected the no charge pricing for the repair.  The service center did not authorize the consumer to create an estimate to look exactly like the service center issued it.
  
  
  Since the consumer will not authorize the estimate that the service center issued, we advised the consumer that we are sorry, but we cannot meet her repair expectations, so the service center is returning her iron and refunding her the $20 diagnostic fee that she was charged.
  
  The service center returned her steam station iron to her and refunded the $20 diagnostic fee.  *** # 1ZR9802WA837946696. it was delivered pm November 25th.

  Customer Answer

  Date: 12/02/2022

  
  Complaint: 18487157
  
  I am rejecting this response because:
  

  Rowentas response is a misrepresentation of the events that occurred.  In fairness, however, the BBBs character limit on the website prevented me from telling the complete story also when I filed my complaint.  Now I can provide more details.  
  
  First, Rowenta gives customers very few options for repairing equipment.  Their website lists two authorized service centers in **********, only one of which was close to my home.  Both, however, have horrible reviews on Yelp.  Rowenta knew or reasonably should have known that both companies have a long history of mistreating customers, including but not limited to unreasonably delaying estimates and repairs and doing a shoddy job with those repairs.  So I hold Rowenta responsible for referring me to a shyster who mistreats customers and does not provide the service one expects from an authorized service center.  
  
  Further, Rowenta knew or reasonably should have known that referring customers to ************************ would cause problems for all involved, including Rowenta.  It was entirely foreseeable. 
  
  Second, my steam iron obviously had a manufacturing defect, a design defect, or both.  Were that not the case, the internal particle filter wouldnt have fallen out while the iron was being used in an intended and reasonably foreseeable manner (as instructed in the user manual).  This is a breach of the implied warranty of merchantability, because the iron was not of the same quality as those generally acceptable in the industry. Rowenta has an obligation to repair or replace the iron.  Rowenta refused.  
  
  Third, Rowentas authorized service center breached its contract with me.  When I brought them my iron and paid the $20 they requested, we had formed a contract for service: (1) Appliance Repair Expresss offer to provide an estimate for repairs, (2) my acceptance of that offer, and (3) consideration in the form of the $20 that I paid.  But then I heard nothing for two weeks, so I reached out to them.  First I phoned and got only a recording.  So I left a voicemail message.  I followed up with an email, which they ignored.  I sent two more emails before they finally responded, nearly three weeks after they took my iron from me. 
  
  The broken part was a very straightforward problem requiring no diagnostics.  Generating an estimate required no more than five minutes of Appliance Repair Expresss timeten minutes maximum if they bothered to open the iron to inspect it.  If they werent going to provide a timely estimate, they had an obligation to inform me of that before entering into a contract with me so that I could make an informed decision whether to do business with them or to go elsewhere.  But thats not what they did.  They led me to believe that they would provide a timely estimate, with no unreasonable delays.
  
  This was not just a breach of contract.  It was also a breach of the implied covenant of good faith and fair dealing.  There is an implied covenant of good faith and fair dealing in every contract that neither party will do anything which will injure the right of the other to receive the benefits of the agreement.  Every contract imposes upon each party a duty of good faith and fair dealing in its performance and its enforcement.  The covenant of good faith and fair dealing exists to prevent one contracting party from unfairly frustrating the other partys right to receive the benefits of the agreement actually made.  ************************ deliberately and unfairly frustrated my right to receive the benefits of our agreement by (1) unreasonably delaying the estimate and (2) refusing to make up for the delay by expediting shipment of the replacement part that had to come from ******.  
  
  There was never any reason to delay the estimate by even a day.  Had ************************ told me when I brought them my iron that the replacement part had to come from ******, I would have paid for it on the spot.  Instead, they withheld that information, depriving me of the opportunity to expedite things from my end.  
  
  Rowenta knew or reasonably should have known that that ************************ has a history of breaching contracts with customers and breaching the implied covenant of good faith and fair dealing.  And yet, this is whom Rowenta referred me to via their website.  One of two things is true.  Either Rowenta expects and encourages their authorized service centers to cheat and mistreat their customers.  Or Rowenta doesnt care that their authorized service centers fail to uphold Rowentas higher standards.  Either way, Rowenta is 100% in the wrong.
  
  When I appealed to Rowenta for help, all I wanted was for them to expedite shipping of the replacement part so that my iron could be repaired without further unnecessary delays.  Thats when Rowenta chose to pick a fight with me.  They wouldnt expedite shipping.  They wouldnt do anything to help whatsoever, despite that fact that ************************ is their representative.  
  
  I gave Rowenta other options to resolve the problem.  I would have been happy had they sent me the part directly so that I could repair the iron myself.  They refused.  I would have accepted a replacement iron.  Rowenta refused that option as well.  
  
  Rowenta was correct that I would not sign the estimate as ************************ prepared it.  They had already breached one contract with me.  Why would I sign another one that allowed them to charge me storage fees if I left the iron there more than 30 days?  They had already kept it nearly three weeks, burning most of that 30-day period doing nothing.  ************************ sets customers up for incurring extra charges due to their malfeasance.
  
  Rowenta mischaracterized what I did in editing the estimate from ************************.  There was no intent on my part to create something that looked like the service center issued it.  I have every right to edit a contract to reflect the terms I will agree to, just as they have every right to accept or decline an edited version.  Whoever responded to the Better Business Bureau is clearly unfamiliar with this basic principle of contract law and is falsely accusing me of being deceptive.  If ************************ and Rowenta had offered to expedite shipping of the replacement part at no charge to make up for the unreasonable delays, I would have signed the estimate with no argument.  But when they refused to work with me in any way, shape or form, I put forth my terms and signed the edited estimate so they couldnt accuse me of holding up the repairs by refusing to authorize them to move forward.  I did my part in good faith.
  
  I note that Rowentas response was devoid of any offer to resolve the problem.  It is still my desire to resolve this amicably.  Since ************************ declined to repair my iron, and since Rowentas only other ********** service center also has terrible reviews on Yelp, Im content to repair the iron myself.  All I ask of Rowenta is to send me the replacement part along with the instructions to repair the iron and any specialized tools that might be needed and are not commonly available at ********** or Lowes.  Ill even split the cost and pay for the part if they will expedite shipping at their cost.  Alternatively, Rowenta can send me a new iron or pay for me to buy a new one through Amazon.com.  
  
  This replacement part probably costs Rowenta no more than $10 to produce.  Picking a fight with a customer over a $10 part is beyond stupid.  They need to just resolve the problem without further delays and aggravation.  
  
  
  Regards,
  
  *****************

  Business Response

  Date: 12/06/2022

  The service centers are independently owned and operated.  They also do service for other brands.  The service center was a little behind.  We send out our own surveys for the service centers for in warranty repairs and review the responses with the service centers.
  
  A reputable service center must inspect a product before providing an estimate. They cannot just go by what the consumer says.  There may be other internal issues that the consumer is unaware of.  The service center did the inspection and provided an estimate for the repair.  The consumer did not authorize the estimate,so the service center was unable to proceed further with ordering the part.  Had she authorized the estimate, the part would have been ordered, received and the repair completed. 
  
  Two weeks to do an estimate is not the best-case scenario,but it is also not terribly unreasonable based on the industry averages.   
  
  The consumer changed the estimate to be a free repair, which the service center did not authorize and did not agree with.  The consumer would not agree to authorize the official estimate from the service center.  Since they were at an impasse, the service center returned the iron and even though they had already done the diagnostics, the $20 fee to the consumer. 
  
  We cannot agree to the consumers other options of providing the part, expediting the shipment from ******, providing tools, step by step instructions, and technical support in case she could not follow the instructions all for free.  Since it is an electrical product, we never advise consumers to fix it themselves, and do not provide step by step instructions, especially if they are not qualified to do the repairs.  We are following policies that have been established for the safety of the consumer. 
  
  The consumer is well beyond the warranty period. There is no obligation to do the repair for free or replace the iron for free.
  
  The service center provided an estimate.  The consumer refused to approve the estimate causing delay in ordering any parts.  Non-stocked parts are not ordered until the consumer authorizes the estimate.  The consumer edited the estimate to be free of charge repair.  The service center did not approve any revision to their estimate.  The consumer has her iron back plus the service center refunded the diagnostic fee.  We are under no further obligation.

• Initial Complaint

  Date:11/20/2022

  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 03/17/2019 I purchased from ****** an All-Clad Hard Anodized 8" & 10" Fry Pan Set, which is covered by a lifetime warranty, as per manufacturer. On 10/28/2022 I filed a warranty claim for 10" Pan with reference number ********. The reason for the claim was the fact that the interior surface on 10" Pan started to deteriorate, and I was worried if some chemicals were getting in my food. At the same time I started noticing that the food started sticking to an interior surface of the pan. Although All-Clad advertises a lifetime warranty for their product, which was one of the reasons I decided to spend a significant amount of money on this set in comparison with other brands, my claim (reference number ********) was denied. I was told by ******* from All-Clad Consumer Service that the pan has been overheated. I am actually prohibited by my doctor to consume burnt food because of my health condition and I only cook on medium settings. Is All-Clad cookware getting overheated on medium settings? I do not think so. And why 8" pan from the set is still doing fine and does not have such problems? I am requesting All-Clad to honor their lifetime warranty and replace 10" pan. Thank you. *************************.

  Business Response

  Date: 12/01/2022

  We regret to hear that the consumer was disappointed in the results of the warranty evaluation. 
  
  From date of purchase, All-Clad guarantees to repair or replace any item found defective in material, construction or workmanship under normal use and following care instructions. This excludes any damage resulting from improper use and care.
  
  I have reviewed the pictures and the damage to the non-stick is consistent with overheating.  The agent explained to the consumer that, in most instances, when the non-stick coating has lost its non-stick properties, it is due to overheating of the pan. Cookware with non-stick coatings should be used on low to medium heat settings. Due to the superior quality of All-Clad cookware, the cookware will heat up quicker and retain the heat longer. Due to the superior quality of All-Clad cookware, the cookware will heat up quicker and retain the heat longer than other cookware.  With All Clad cookware, you do not need to use as high of a heat setting as you may have used on other cookware.  One indication that the non-stick in a pan has been overheated is that the non-stick has turned a brown or ***** color.Overheating of the non-stick coating will cause the non-stick properties to break down. As a result, foods will begin sticking to the cookware. Overheating voids the warranty.
  
  We advised the consumer that they could try to clean the non-stick coating with a mixture of baking soda and mild dish detergent using a soft cloth. Depending on the degree of overheating, this may help return some of the non-stick performance.
  
  I also advised the consumer that even though it is not a warranty issue, we can offer to send them a 10 fry pan and provided them with use and care tips to prolong the life of the new pan.