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:11/17/2022

  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.

  I have asked All-Clad to provide the list of ingredients in their Ceramic pans. They refused, saying it is "proprietary." Well, that was exactly what was said in the entire PFOA / PTFE saga that killed many people and was the subject of a movie (Dark Waters).I am worried it is yet another problem. Consumers have a right to know if what they are doing is going to again be hurting us.My 2 questions are very simple: In your All-Clad FUSIONTEC Natural Ceramic with Steel Core Skillet 1) Do you use any ceramic coating at all? And if so, what is it made of? 2) What is the complete list of materials that go into this pan, down to the glaze For example, red / blue / yellow glaze paint (i forget which colors specifically, but something bright) has more lead than other colors so it's important to know the complete list of materials.

  Business Response

  Date: 01/12/2023

  All-Clad always puts the health of its consumers at the heart of its concerns. In this respect, we always guarantee that our products are developed and produced in line with the latest regulations.

   

  The coating of the All-Clad FusionTec Natural Ceramic with Steel core Skillet pan is a purely enamel coating made of melted minerals, both on the inside and the outside of the pan. The surface is a closed and smooth glass-like layer. The minerals used in the manufacturing of the pans do not contain heavy metals, such as lead or cadmium.

   

  Years of innovation, development and improvement of our special  mineral mixture allowed us to create a surface with these cooking properties (Excellent heat conduction and distribution, fast heat-up, high heat retention for energy-saving cooking, exceptional durability)

   

  The detailed composition of our mineral mixture is however proprietary and cannot be disclosed. Its technical knowledge must be protected.

   

  All-Clad is fully committed to produce cookware products that are safe. The materials used for the manufacture of the FusionTec range cookware products are approved by US and the European regulations.

   

  Our products are regularly tested by independent international laboratories and all results show full compliance with all regulations in vigor.

   

   

• Initial Complaint

  Date:11/03/2022

  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.

  I filed a warranty claim per the All-********************* Lifetime Warranty on 10/19/2022 by phone. I received a warranty email as promised and as directed emailed all requested information and images of the failed product within 30 minutes. Product: an 8.5" Essentials Nonstick Fry Pan purchased as a set SKU ********** (https://www.all-clad.com/essentials-nonstick-cookware-set-2-piece-fry-pan-set-8-5-10-5-inch.html)The phone agent had told me I would hear back within 24 to 48 hours. After no response for 5 days, I followed up again on 10/24 by email. The All-clad agent ******* told me the email wasn't received and asked me to resend with photos attached in separate emails. The original directions stated email attachments needed to be under 25MB and my three images were less than 1MB each.I followed up again with a separate email on 10/26 but the images were still not received. Then I was asked to send to her corporate email address but after no confirmation I followed up with an email to her corporate and support email addresses, ************************************** and ***********************. No response. After a day I followed up again by email to both email addresses. It is now 7 days later and I have not received any responses back.In short, I am an All-clad customer that has spent a few thousand dollars on pots and pans purchases. I have a pan that has failed, the least expensive All-clad pan I own. I have followed all care instructions and All-clad warranty procedures. After 3 phone calls, and 9 emails to their warranty support team, they have not shown that they will fulfill their warranty policy or even respond to claims. Their stated warranty procedure leaves customers hanging without false expectations and unresponsive communication. (https://www.all-clad.com/media/********/downloads/attachment/file/2/0/20200728_sm_warranty_cookware_final.pdf)Please help get All-clad to honor their advertised warranty and ship me a replacement plan.

  Business Response

  Date: 11/10/2022

  Sorry for the delay in responding. 
  
  The normal warranty process is to have consumers return the cookware to us for warranty evaluation.  In many cases, we can do the warranty evaluation via digital pictures,which is easier and quicker for the consumer.  The consumer indicates that he has sent the pictures to us.  I reviewed the history of the case and we did not receive any attachments. 
  
  I asked the agent to check her Outlook e-mails again.  Unfortunately, the e-mail the consumer sent was in her quarantined (spam) mail and she did not see it.
  
  I have reviewed the pictures and the failure of the non-stick is not due to a defect in materials and/or workmanship.  It is a result of use and care.  I have e-mailed the consumer the results of the evaluation and offered to replace it as a one-time courtesy.  I have also provided the consumer with some use and care tips.Tell us why here...

• Initial Complaint

  Date:10/03/2022

  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 purchased three All Clad pans from this business. Only two out of the three were delivered. I filled out the complaint form on the company's website to report the missing pan and the company asked me to send a copy of the packing slip. I did not have a packing slip so I called the customer ********************** hotline and explained to the representative that I did not receive a packing slip. He told me he would have to talk with his manager and would email me with next steps. I then received a second email asking for a packing slip. I responded via an email with the same response: I did not receive a packing slip. The company responded with the following message: "Based on our records all items were sent and cannot send replacements. You may call your bank [to dispute the credit card charge] if that is convenient for you."This has been a terrible customer ********************** experience, on top of not receiving my full order. I would like to either receive the $180 pan that I ordered and paid for, or to receive a full refund of that price.As a side note, All Clad does not provide any information to the customer about their order. The confirmation and shipping emails simply state that an order was placed or shipped and provide a link to look up the details on the website. So there is no way for the customer to verify the information they received at any given time; you can only see the information currently displayed on the website. This poor customer ********************** practice is especially infuriating when the only customer ********************** response is to provide some sort of independent documentation because their standard practice is to never provide the documentation that they ask for when there is an issue!

  Business Response

  Date: 10/19/2022

  We regret to hear that the consumer has experienced difficulty with their order.  I have reviewed the history of the consumers contacts with us.  When the consumer initially contacted us, we checked the tracking number 1Z90E80Y0302149661 which shows that the package was delivered to the consumer on June 25, 2022 at 12:06 PM.  According to our records, all three items were packaged in the one carton.
  
  In July, we asked the consumer for pictures of the carton (to see if there was any sign of tampering, etc), as well as a copy of the packing list to be sure that she received the correct package.   The consumer did not provide any of the requested documents, so we were unable to proceed any further.
  
  We did not hear from the consumer again until September 27th.  At that time the consumer said When I placed this order on June 19th, the website noted that the two sauce pans would ship immediately while the saute pan would be delayed until August.  I confirmed with our E-Commerce Manager that our website does not take orders for product that is not available to ship at that time.  Our system is not set up to give messages at the time of purchase about products shipping at a later date.  However, in an attempt to assist the consumer, we again asked for the documents/pictures, but still have not received anything. 
  
  The consumer has now advised us that she has contacted her bank to dispute the charge and was contacting the Better Business Bureau and that any contact we have should be through them, not her.  Once a dispute has been filed with a consumers bank, we need to let it go through the process between the bank and our finance department.  We cannot issue refunds or take any other actions during a credit card dispute. 
  
  If we can provide any further information, please let me know.
  

  Customer Answer

  Date: 10/20/2022

  
  Complaint: 18163394
  
  I am rejecting this response because:
  1. The details of my communication with this company are inaccurate. The original written response from the company instructed me to contact the customer ********************** hotline, which I did. I spoke with a customer ********************** agent between the original complaint and my final written correspondence with the company in September. The agent promised to follow up, but did not.

  2. As I explained both in writing and during the phone call, the third pan was not included in the shipment. I cannot provide documentation of a pan that never arrived. Should I send a picture of my empty countertop where I wish there was a box with a pan inside? Or a box that has two pans inside but should have three pans?

  3. Most importantly, I paid for a pan that never arrived. The company can quibble over dates of correspondence and whether or not I submitted a photo of my empty countertop, but the fact remains that I paid for a product that was never delivered. I notified the company of the missing item and they have done nothing to resolve the situation except demand that I send them documentation that does not exist. This is completely unacceptable.

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

• Initial Complaint

  Date:08/31/2022

  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.

  Wanted to return unopened box of cooking pans. I sent them pictures of the unopened box explaining the handles were uncomfortable to grip and the pans are too small. ******* at their corporate office said I could return them but they still won't authorize the return.

  Business Response

  Date: 09/19/2022

  I am unsure why the consumer is stating that we wont authorize the return.  I have reviewed the case and have seen that there have been a few e-mails between our **Commerce team and the consumer.
  
  The consumer requested to return the product.  On August 4th, the **Commerce team reached out to the consumer via e-mail and asked what the reason for return was so they could process the authorization.  The consumer e-mailed on August 18th for a status of the authorization. They e-mailed the consumer back again because we never received the response to our August 4th e-mail providing the reason for return.  The consumer responded with the necessary.  The prepaid label was issued and sent to the consumer via e-mail.
  
  The case shows that we received the product, and it was written up for a refund.  The refund should be issued within the next 48 hours.

  Customer Answer

  Date: 09/27/2022

  [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 find that this resolution is satisfactory to me.

  All Clad did issue me a refund and thank you for your assistance.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/11/2022

  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.

  Hello, contacted T-fal Consumer Relations Helpline and was sent to ******* on July 12, 2022. She requested pictures of my skillet and worked diligently to help me do this. I explained that I had previous T-fal pans but felt I incorrectly used them and did not complain, but this time I was careful to follow their instructions and did not have the pan higher than four on the stove. In the warranty information it says the pan may discolor but will not affect its performance. So with more patience and time from *******, I sent different pictures of the pan for review. At the end I was told the discoloration in THEIR opinion came from overheating. I didn't do this and feel they are using the pan's discoloration to their advantage. There is supposed to be a lifetime warranty on their pans. The customer ********************** representative number is ************** and my Reference number was ********. I bought the pan from Target, receiving it January 6, 2022. I paid ***** for each pan, bought two different T-fal pans. My order number from Target was #*************.

  Business Response

  Date: 08/12/2022

  We regret to hear that the consumer was not satisfied with the results of the warranty evaluation done via digital pictures.
  
  The T-*********** Lifetime warranty guarantees the cookware to be free from defects in materials and/or workmanship.  It does not cover failures as a result of improper use and care.
  
  Based on the pictures the consumer sent, it appears that the pan has been overheated and there is some burnt on debris.  Sometimes the pictures do not portray the actual condition of the pan based on the quality of the picture, lighting,reflections, etc.
  
  I have e-mailed the consumer to advise them that if they feel that the pictures do not show the true condition of the pan and would like to have a physical evaluation, even though we cannot guarantee a different result,we can have the pan come in for a physical evaluation.    
  
  I offered to issue a prepaid shipping label, as a courtesy, to have the product come here.  If the inspector determines the failure is a result of a defect in materials and/or workmanship, they will have an order entered for a replacement. 
  
  The consumer was provided with the instructions on how to return the pan for the physical evaluation.
  
  Cordially,
  ***