Complaints

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:04/04/2025

  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 purchased the Heritage 4-piece Bakeware Set, color Agave, from Le Creuset on December 2, 2024. One of the casseroles in the set cracked after baking a recipe at 350 degrees. This falls under warranty. I filed a warranty claim online with Le Creuset. They refuse to replace the one casserole in the original color, because they say it is only available in a set. Most people buy Le Creuset in one of their many colors to start a collection of matching cookware. If I want the original color, I have to send back the entire set at my expense or just pick another color. Le Creuset is very heavy and requires lots of padding for shipping. Basically, it is more expensive to return the set than what the dish would cost. The cracked casserole is still in production and still available in that color. Le Creuset should replace the faulty item as their warranty states, instead of creating road blocks for the customer.

  Business Response

  Date: 04/22/2025

  Hello ****, we understand that you would like a replacement in the same style and size of casserole that you have but as we explained we do not have one available. Also, with warranty claims we do not guarantee styles and colors. I see that we have suggested a couple of options to you, that you return the complete set for a replacement. The other suggestion was that we send you the same size and style dish in another color or we could send you a different style casserole in the same color. Please let us know how you wish to proceed by either responding to support ticket number ****** or to the BBB. Thank you for your assistance.

• Initial Complaint

  Date:01/29/2025

  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.

  I am filing a complaint against Le Creuset regarding two separate warranty claims I submitted for ******** purchased which was sold with a lifetime warranty. Despite my diligent care and maintenance over the years, the enamel on both pans is now peeling, which poses a potential health hazard, and the material is naturally chipping.I submitted warranty claims for both pans, expecting the company to honor its lifetime guarantee. However, both claims were denied under the reasoning of "normal wear and tear." Given the quality and care these items have received, this is not an issue of misuse or neglectit is a failure of the product itself over time, which should be covered under the lifetime warranty I was promised.I believe this denial is a misrepresentation of the company's warranty policy, making the warranty fraudulent. If a lifetime warranty does not cover defects due to product aging despite proper care, then the claim of "lifetime" is misleading to consumers.I am seeking a replacement for my two pans, as per the terms of the warranty I was promised. If the company refuses to honor its stated policy, I request the BBB to investigate this matter for potential deceptive business practices.Thank you for your time and assistance.Sincerely,**** **********

  Business Response

  Date: 02/03/2025

  Hello ****. I have reviewed support ticket numbers ****** and ****** regarding your request for replacements. It looks as if someone responded to you on 1/31/2025 and has issued replacement orders for both items.Please let us know if you require any additional assistance. Thank you.

  Customer Answer

  Date: 02/04/2025

  [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:10/30/2024

  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.

  Warranty is useless. **************** is nonexistent. Below is a warranty process that yet needs a resolution:-9/19/24: Warranty claim submitted. After much back and forth, finally Le Creuset accepted the warranty claim. -10/1/24: My return was received, however, Le Creuset didn't bother to provide a replacement until I followed up on 10/3/24.-10/10/24: Received replacement, cracked and damaged. Le Creuset asked that I ship again! Mind you, nearly a month now! I was promised an expedited replacement -10/27/24: Le Creuset received the damaged product. Followed up, and no response.-10/29/24: Followed up, no response.-10/30/24: Le Creuset continues to ignore. I was falsely promised an expedited replacement, my attempts to reach customer service ignored, and there's no replacement in transit.

  Business Response

  Date: 11/06/2024

  Dear Fez, We understand your frustration and apologize for any inconvenience you have experienced. Please allow me a moment to clarify the timeline regarding your warranty claim and the replacement process. 
  

  We received your initial warranty claim on September 17 and responded on September 19, providing details about the issue. We agreed to replace the item,and we provided you with a courtesy *** prepaid label for the return. In our email with the return instructions, we mentioned that processing could take 7 to 10 business days after we received the item at our fulfillment center. We received your return on October 2, and it shipped out on October 4, and it was delivered on October 10.

  You notified us on 10/10 that the replacement arrived damaged. We replied on October 11 with information stating that we would create a new return for that item. You replied about visiting an authorized dealer instead. We provided that information to you and you replied for us to provide the shipping label, so that you could return the item. Unfortunately, we did not receive your response until after our business hours on October 11, which is why you did not hear back from us until October 14. 

  According to *** tracking number the item was not dropped off until October 19. We received it on October 28, and after it was processed by our ******************* your replacement was shipped on October 31 and delivered on November 4. 

  We understand how disappointing this has been for you, and I assure you that we value your time and trust. Please let us know how we can further assist you. Your satisfaction is important to us. Thank you. 

  Customer Answer

  Date: 11/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  Fez *********

   

• Initial Complaint

  Date:10/11/2024

  Type:Delivery 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.

  I am writing to file a complaint against Le Creuset regarding an online order I placed on September 20, 2024. During a sale, I ordered a set of four items from their website. However, upon delivery, I found that one of the items was missing from my order. Two weeks later, I received an email from Le Creuset stating that part of my order had been cancelled. This was extremely frustrating as I had not been informed of any issues with my order prior to this email. I promptly contacted their customer service to confirm whether the item was in stock. The representative confirmed that it was indeed available but refused to honor the sale price or waive the additional shipping fee for reordering the missing item. I find this level of service unacceptable. Not only was my order incomplete, but the lack of communication and unwillingness to resolve the issue in a fair manner has left me very disappointed. I am requesting that Le Creuset send me the missing item at the same sale price that I originally paid with no additional shipping fee. I hope for a prompt resolution.

  Business Response

  Date: 10/15/2024

  Hello *****, we apologize for any inconvenience we caused you on your recent order. Unfortunately, we did not have sufficient inventory of the one items and that is why it was cancelled. However, we do have inventory now and have placed an order to send it to you. Please let us know if you need any additional assistance. Thank you

  Customer Answer

  Date: 10/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

• Initial Complaint

  Date:03/26/2024

  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 placed an order for a dutch oven on Thursday, 3/21/23 for overnight delivery. Unfortunately, I am not in receipt of the package as it was stolen. We did our due diligence. I will provide a police report and visual evidence if it means receiving a replacement. I don't want the money back. Le Creuset was extremely unsympathetic. Why are these packages not sent with required signature?? People run out for errands or emergencies and can miss the delivery and just that fast, an expensive package is taken. Signature capture would have alleviated this entire situation. Again, I just am looking for a replacement WITH signature required, or have it sent to a drop off box to prevent this from happening again. This is in reference to order #********.

  Business Response

  Date: 03/27/2024

  Hello Saudia, we are sorry to hear of the problem you experienced with your delivery. There is really nothing we can assist you with for a package that was delivered. However, we have contacted *** to open an investigation to see if there is anything they can assist with. If you feel that the package was stolen, we suggest that you contact the local authorities to file a report with them.  Thank you.

  Customer Answer

  Date: 03/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21484572

  I am rejecting this response because:

   

  Another user was refunded due to a missing package. Whats the difference between our situation? Thanks for opening an investigation, however.

  Regards,

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

  Business Response

  Date: 03/28/2024

  Saudia, we understand your frustrations and I'm sorry to hear about the issues you're facing with your delivery. We followed up with *** on your behalf and they have informed us that the package was indeed delivered. It appears that your *** My Choice Account may have a specific policy in place regarding stolen deliveries. As per their guidelines, they may not be held responsible for stolen packages. Given the confirmation of delivery, we regret to inform you that we won't be able to issue a refund or replacement order. We recommend reaching out to the local authorities to file a complaint regarding the stolen package. Thank you for your patience and understanding. Best regards,

  Customer Answer

  Date: 03/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21484572

  I am rejecting this response because:

  That still doesnt answer why another user who complained here received a refund when they stated their package was nowhere to be found but listed as delivered.

  Regards,

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

• Initial Complaint

  Date:03/25/2024

  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 made a purchase from Le Creuset on a Thursday afternoon at 2:48 PM EST. I paid $20 for overnight shipping, as I needed the item I purchased two days later for a get-together. Because the shipping was described as overnight, I expected to receive the item between Friday and Saturday. I did not receive the item until Monday. I called customer service and I was told that because I placed the order so late in the afternoon, the shipping label wasnt created until Friday and thats why my item was so late. As I didnt need the item anymore, I asked if I could get a pre-paid return label and I was told that I would have to pay to ship the item back to the warehouse myself. My primary complaint is that when a business describes something as shipping overnight, I take that literally. I understand things might take some time to process, which is why I figured Id get the item on Saturday at the latest, but this advertising is deceptive. I was extremely reluctant to pay $20 for shipping, as that is quite a bit of money, but I trusted that Le Creuset was going to fulfill a service that I paid for. If I had known that the item wasnt going to get to me by Monday, I obviously would not have made the purchase at all. The order number is: ********. The tracking number is: 1Z44A95R0191448431.

  Business Response

  Date: 03/26/2024

  Hello ******, we apologize for the confusion regarding the charge for the expedited shipping charge.  We will issue a refund for the shipping charge of $19.99. Someone will be contacting you regarding the return of the order for a refund. Thank you.

  Customer Answer

  Date: 04/02/2024

  Someone from Le Creuset reached out to me via email and provided me with a pre-paid return label.  I was told that I will receive a full refund, including the $20 I paid for 'overnight' delivery.  I do see a refund of $20 on my bank statement, and I do hope they keep their word and refund me the full amount in a timely manner.  

• Initial Complaint

  Date:03/15/2024

  Type:Delivery 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.

  I placed an order on ****** around *** *** and was given the option of overnight shipping (next day) for $***** which I chose. Package did not arrive until ******* which is obviously much slower than overnight. I would like a refund of the shipping charges since the delivery timeline was not met. I attempted to contact Le Creuset Customer service which directed me to a separate web page not presented at the time of purchase and outlined that overnight is * business day and since the item was purchased on a Friday morning the Monday arrival was within timeline. I pointed out that at the point of purchase all info given was that the extra change was for "Overnight (Next Day)" delivery and there was no caveat implying any different based on day of week. At this point no refund has been issued for the shipping cost yet.

  Business Response

  Date: 03/19/2024

  Hello *** ***** We understand the confusion regarding our expedited shipping as it only includes business days. If an order is placed on a Friday and is picked up by the shipping company the same day as in this case. We cannot guarantee that the shipping company will deliver on the weekend. We have processed a request for a refund for the shipping charge of $****** This process can take from * ** * business days to reflect with your financial institution. We apologize for any inconvenience that this might have caused you. Regards,

  Customer Answer

  Date: 03/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ******* ****

   

• Initial Complaint

  Date:03/12/2024

  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 am disappointed that ** ******* does not honor their warranty as stated on their website. I purchased an enameled 6.5 qt dutch oven from the outlet store of an authorized retailer on ********* This outlet does not take returns. Unfortunately when going to use the pan for the first time on ********** I noticed a small chip to the enamel under the handle. I attempted to make a warranty claim as this is a manufacturing defect (the pan was unused with original packaging). I was denied because "the store is all sales final" and is "not an authorized seller." I could not find anything about a store being all sales final in the warranty statements on the manufacturers websit** *********************************** I also do not believe that the outlet of an authorized retailer does not count as an authorized retailer. The charge on my card is listed just as "*********** This is not a great introduction to the brand that I was finally excited to try out! I don't mind sending the one I have back, would just like one without defects. I don't think it's relevant how much I paid or where I purchased it as it is a brand new in box product with a defect.

  Business Response

  Date: 03/12/2024

  Hello *** ****** we apologize for the difficulties you are experiencing with your warranty claim. We will send you an email on the support ticket number that you have with us. Hopefully, we will be able to resolve this for you. Thank you. 

• Initial Complaint

  Date:02/23/2024

  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 have many many Le Creuset but my Dutch oven I have it’s very upsetting it’s a Lemon the coating is coming off I have told emailed the compsny they told me it works you can still useit. No that’s not the correct answer you stand by your products especially as it’s not a cheap products I have never seen anything like it as I have many many Le Creuset items. I would like this compsny to do the right thing and replace this products it’s defective they sold me a defective product. I was **** by a store they sell their product to put in the complaint again as they dust care the first right they need to change their ways in hue they treat customers it’s terrible.

  Business Response

  Date: 02/23/2024

  Hello ****** if you would please provide your support ticket number that you received from us. We will then review the information and pictures so that we can better assist you. Thank you for your help. 

• Initial Complaint

  Date:01/31/2024

  Type:Sales and Advertising 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.

  We ordered a dutch oven from Le Creuset on 10/28/23. We never received our order. Our order number is 02596241.After ordering, we checked the website constantly and kept an eye out for an email but they never told us that our order had shipped and they never sent us a tracking number. She checked her spam and trash folders. The website kept saying "We will send an email once your order has shipped". We assumed they were very backed up and tried to stay patient.Eventually, my wife started digging deeper and found a link to a tracking number at the very bottom of the webpage. Still no email. We found that the order had been delivered on 11/2/23 and we were never notified. Our building has package lockers that alert us about deliveries but sometimes carriers leave the packages on the floor, which means we don't get alerted that we have a package. We rely on shipping notifications and tracking numbers for these situations. We checked the room where the packages are delivered multiple times since we first put in the order and never saw it. Under "Shipping Policies" on Le Creuset's website, it states "Your shipment confirmation email will have tracking numbers for each shipment related to an order." Again, we received no such email or tracking number. We reached out to Le Creuset about this on 12/31/23 and they denied responsibility and have not refunded our money or resent the item.

  Customer Answer

  Date: 01/31/2024

  The company has finally responded to my inquiries and issued a refund for the item.

  I consider this issue resolved and would like to close this complaint ticket. Thank you for your time and attention to this matter. I think they definitely responded to the pressure.
  

  Business Response

  Date: 02/01/2024

  Hello ******, we are sorry for the delay in processing your refund for Sales Order ********. However, we reached out to you through support ticket number ****** earlier this week, letting you know that we have initiated the refund process. Please note that it may take approximately 7 to 10 business days for the refund to appear in your financial institution. We sincerely apologize for any inconvenience this may have caused you. Thank you for your understanding.