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:01/04/2024

  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 placed an order on ******** for a dutch oven (order ********* and received the order on ****** Immediately upon opening the box I could clearly *ee the item i* defective, mi**ing a *mall piece of enamel on the lid. I checked the re*t of the pot for any i**ue* and there were none I could find. I don't believe the item wa* damaged in *hipping, there were no enamel chip* in the box. I emailed the company right away to a*k if I could be *ent a replacement lid, I took picture* of the i**ue and packaged the pot back in the box. I received an email on ****** a*king for picture* of the item in que*tion from different view* and I replied with picture* the *ame day. On 1/3 I received a re*po**e de*cribing the proce** by which the pot i* made and how each i* one of a kind and how pinhole* are part of the craft*ma**hip, etc. The re*po**e didn't apply to my i**ue at all. Thi* i* not about pinhole*, it'* a defective item. I re*ponded, again, that it'* clear thi* item i* defective and I would appreciate thi* matter be e*calated *o a return can be proce**ed. Thi* pot expe**ive, it'* *uppo*ed to be top of the line and i* *uppo*ed to have a lifetime warranty. I received a new item that i* clearly defective and the company doe* not want to take re*po**ibility. It'* a *mall defect but it'* at the edge of the enamel, I don't tru*t it won't wor*en with u*e. I paid for a new item and it feel* to me like the company i* playing game*. Thi* i* new, never u*ed item and I have no option to return thi* to a *tore. I am reaching out to the BBB now a* I don't tru*t LeCreu*et will *tand behind their product at all, ba*ed on their cu*tomer *ervice re*po**e.

  Business Response

  Date: 01/04/2024

  **** we *ee that you have been communicating with u* by email on *upport ticket number ******* It look* a* if you are returning the item to u* for a replacement. Plea*e let u* know if there i* any additional a**i*tance that you need or if thi* ha* been taken care of. Thank you.&*****

  Customer Answer

  Date: 01/10/2024

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia;">

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia; color: #ff0000;"><*pan *tyle="line-height: 150%; font-*ize: 10pt; font-weight: normal; font-family: Georgia;">[<*pan *tyle="font-family: Georgia;"><*pan *tyle="line-height: 150%; font-*ize: 10pt; color: #ff0000;">To a**i*t u* in bringing thi* matter to a clo*e, you mu*t give u* a rea*on why you are rejecting the re*po**e. If no rea*on i* received your complaint will be clo*ed <*pan *tyle="font-*ize: 10pt; font-family: Georgi** *erif; color: red;">Admini*tratively Re*olved<*trong><*pan *tyle="line-height: 150%; font-*ize: 10pt; font-weight: normal; font-family: Georgia;">]

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia;">&*****Complaint: <*trong>********

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia;">I am rejecting thi* re*po**e becau*e: Thi* information i* incorrect. I have *ent the item back for a refund and not a replacement. I wa* told the refund would be proce**ed once the item wa* received in their fulfillment center and I *hould have that refund in **** bu*ine** day*. Tracking *how* the item wa* received ye*terday, January 9th.&*****

  <*pan *tyle="line-height: 150%; font-*ize: 10pt; font-family: Georgia;">Regard*,

  <*pan *tyle="font-family: Verdana; font-*ize: 13px;">*** ********

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  <*pan *tyle="font-family: Verdana; font-*ize: 13px;">

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  Business Response

  Date: 01/16/2024

  Hello **** we apologize for the previou* me**age. We will be refunding your order a* *oon a* po**ible. We are checking with accounting now and once the refund ha* been proce**ed you will be notified. Thank you.

  Customer Answer

  Date: 01/22/2024

  I am *till waiting to receive a refund and therefore had not re*ponded to the la*t me**age. Not *ure why the complaint i* clo*ed if I'm *till waiting for the bu*ine** to re*olve the matter. When I la*t attempted to follow up with the bu*ine** directly the reiterated that it would take **** bu*ine** day* to refund the item received.&*****

• Initial Complaint

  Date:12/21/2023

  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.

  I have a damaged pot that needs a warranty support. I am trying to submit a warranty claim on the website but whenever I try to submit the claim, the system doesn't provide me a support ticket number or any email confirmation.

  Business Response

  Date: 12/27/2023

  Hello ****, we found support ticket number ****** in our system and it appears that you have been taken care of by *****. Please let us know if you need anything else. Thank you.

  Customer Answer

  Date: 01/02/2024

  [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:10/18/2023

  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.

  I ordered a small Dutch oven from this company maybe a year or two ago. Recently I was washing it and realized the paint was chipping. I submitted a request for a warranty replacement. The company representative told me that my claim was denied because according to the pictures the damage was not a manufacturer's defect but damage caused by “dropped or something banged against it”. Now mind you I paid over $300 for this piece and almost all of the other pieces I have ordered from the company. Having said that, because they are so expensive I take very good care of my products to ensure they last. I have collected a lot of Le Creuset even though it’s expensive because of the lifetime warranty. Now they’re telling me they won’t honor one of their biggest selling points. This company needs to change the way they sell their lifetime warranty or get rid of it if they’re going to be looking for loopholes to get around fulfilling warranty claims. This is not a customer service friendly practice and poor treatment by a company that charges top dollar for the products their selling.

  Business Response

  Date: 10/18/2023

  Hello *** ********, I see that we contacted you yesterday about this, and we issued a *** number for you to return your item for a replacement. Did you not receive that email? The support reference number on the email was ***** and *** number to return your item is **********. Thank you,

  Customer Answer

  Date: 10/19/2023

  [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: ********

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  Date:09/15/2023

  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.

  I purchased a set of Le Creuset pots and pans from the outlet mall in **************** *********. I was told when I purchased them that the handles of the pots and pans would not get hot when cooking because they have rubber handles. When I started cooking with them I noticed that the handles do get hot to the point where you need to use oven mitts, Since they have a lifetime warranty I contacted Le Creuset to see what options I had. and Le Creuset is not wanting to stand behind their product. Le Creuset is saying to contact the store where I purchased them. But I do not live anywhere near the store where I purchased them and I should not contact the store since it is a corporate company. I have talked to two stores and they have said that the handles should get warm but not hot to the point where you need oven mitts

  Customer Answer

  Date: 09/19/2023

  The desired resolution we are looking for is a replacement pot of the 6 1/3qt that is covered under lifetime warranty. If that will fix the heating issue where the handle are getting hot when they are not supposed to. If that won't fix the issue then we would like a partial refund. 

  Business Response

  Date: 09/27/2023

  ***********************************, If you would please provide pictures of the cookware you purchased so that we can better assist you with your questions. Thank you

  Customer Answer

  Date: 10/09/2023

  Here are the photos as requested by Le Creuset

• Initial Complaint

  Date:09/11/2023

  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.

  I bought the le creuset baking deep dish and due to a material problem I was granted for a replacement, the problem that the company send me a smaller size without saying anything or offer me different solution ..thta is not even deep is a cookie sheet.. this is the email ******* ******* (Le Creuset) Sep 8, 2023, 16:22 EDT Hello ********, Unfortunately your initial item is discontinued and no longer available. Our warranty does not guarantee style or colors due to them frequently being discontinued. So we have replace your item with the close replacement we have for your item. Regards, ****** ******* ********innocentiarezzo Sep 5, 2023, 19:06 EDT This is a follow-up to your previous request #****** "New product claim" Hello, I just received the item but is the wrong one! Mine is the deep one and this is a small and not deep I will attach my pan and what I receive ..

  Business Response

  Date: 09/13/2023

  Hello ********* we are sorry that we were unable to send the same item as it is no longer available. However, we can send you the set of 2 cake pans that are on our website ******************************************************************. If you please take a look at this item and let us know if you would like us to send it to you. Thank you.

  Customer Answer

  Date: 09/13/2023

  [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:07/23/2023

  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.

  A year ago, I made a purchase of a large Le Creuset dutch oven. Despite the manufacturer's assurance of dishwasher safety, I have consistently chosen to hand wash it. Unfortunately, a mishap occurred recently when I inadvertently placed the lid in the dishwasher. As a consequence, the outer color of the lid has become discolored, exhibiting signs of wear in certain areas. After reaching out to ****** ********** *******, a customer representative from Le Creuset, I was extremely disappointed with the level of assistance provided. Not only was she unhelpful in addressing my concerns, but she also displayed rudeness throughout our interaction. She dismissively labeled the discolorations as "cosmetic" and informed me that they would not be covered by the warranty, providing no further assistance or guidance. I am seeking a replacement lid or an entire refund for this product.

  Business Response

  Date: 07/24/2023

  Hello *****, if you would please provide the support ticket number that you have with us so that we can review your claim. Thank you for your help.

  Customer Answer

  Date: 07/26/2023

  The business is asking for a claim number which I never received from the Le Creuset representative I spoke with. Again, the repressive was unhelpful and dismissive of my complaint. Additionally, when I asked to speak to a supervisor, I was told a supervisor was unavailable, but I would receive a call back within 48 hours. I did not. 
  

  My complaint still stands and I am requesting a replacement lid. 

  Customer Answer

  Date: 07/28/2023

  [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: ********

  I am rejecting this response because:

  The business is asking for a claim number which I never received from the Le Creuset representative I spoke with. Again, the repressive was unhelpful and dismissive of my complaint. Additionally, when I asked to speak to a supervisor, I was told a supervisor was unavailable, but I would receive a call back within 48 hours. I did not. 
  
  My complaint still stands and I am requesting a replacement lid. 

  Regards,

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

  Business Response

  Date: 07/31/2023

  Hello *****, we have reviewed the pictures that you provided to the BBB and listened to the phone call. Based on the information provided to us the item is not covered under the warranty. However, as ****** indicated on the call you can submit a warranty claim at *********************************************. Once we have the additional pictures and information, we will be better able to advise you. Thank you,

  Customer Answer

  Date: 08/02/2023

  [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: ********

  I am rejecting this response because:

  Le Creuset claims that their cookware is dishwasher safe and they will not honor their warranty for damages caused by dishwasher washing. On their website it states: Le Creuset Stoneware is safe for use in the microwave, freezer, refrigerator, dishwasher, oven and broiler.

  I submitted a warranty claim per their instructions and they refuse to refund or replace my cookware.

  Regards,

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

  Business Response

  Date: 08/03/2023

  *****, we apologize for the message you received regarding your warranty claim. I will be reply back to support ticket number ****** with a resolution. thank you

• Initial Complaint

  Date:06/02/2023

  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.

  I purchased a set of pots and pans from them. Only one of the items has shown to be defective, a sauté pan. I have never used it in my oven, put it through my dishwasher. Always heat it on our induction range, cool it completely before hand washing and drying. The company denies the warranty for a replacement pan for a warped pan. The manager of the ** ******* ***** (*******) said they would honor it. They won’t. He won’t return my calls.

  Business Response

  Date: 06/06/2023

  Hello *******, it sounds as if you opened a warranty claim with us online. If you did, please provide us with the support ticket number and we will review the information you provided. Thank you,

• Initial Complaint

  Date:05/11/2023

  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.

  I placed an order on May 2nd. On May 10th I realized I never received shipping info. I called Customer Service and told my order could not important to their second system. I was put on hold after a while so they could speak with a supervisor. Someone was supposed to call me back. No one did. I called today the 11th and told they were still working on it. I decided to call and cancel the order so I could place it again with faster shipping as it was part of a gift. I was told they could not ship it as of now and I could not cancel. I said this was crazy and she hung up on me. I called back and asked for a supervisor and she said they would call me back in a day or two. She said they were very busy. What is going on with my order #******** and why such horrible customer service and lies. Disgusting way to treat customers.

  Business Response

  Date: 05/17/2023

  Hello Mr. ****, we apologize for any inconvenience you experienced in receiving your order. We were not able to cancel your order as it had reached the stage in shipping that would not allow us to do so. However, due to some recent upgrades to our system, we experienced some delays in shipping. According to the *** tracking number the shipment was delivered on 5/16/2023. Please let us know if we can assist you with anything else. Thank you.

• Initial Complaint

  Date:04/18/2023

  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.

  02/03/23 I purchased a heart shaped Dutch oven from this company When it was delivered the carrier threw it over a fence and broke it Covered under warranty they sent me a replacement I was unsatisfied with the size at is too small I sent it back They are refusing to refund me because they claim they sent me 2 in error which is not true I just want my money back it was unused and unopened Customer service claims I need to send back an additional one which I do not have or ever received before they refund me

  Business Response

  Date: 04/20/2023

  Hello Ms. ******, We understand that you only ordered 1 item, however, when we sent the replacement for the damaged one, we shipped you 2. As you requested, we provided a copy of the invoice showing 2 was shipped and ***** tracking information showing the weight. Once the second item is returned a refund will be issued. Thank you,

  Customer Answer

  Date: 04/20/2023

  [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: ********

  I am rejecting this response because:

   

  this is not true you guys are wrong and calling me a liar I only received one it was an error on your end if you will not give me a refund send me my return back 

  Regards,

  ***** ******

  Business Response

  Date: 04/24/2023

  Hello, we have spoken with the customer and will look into this in more detail.

  Customer Answer

  Date: 04/25/2023

  [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: ********

  I am rejecting this response because:

  I want a refund for my return 

  Regards,

  ***** ******

• Initial Complaint

  Date:03/28/2023

  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.

  see Attached document

  Business Response

  Date: 03/29/2023

  Hello Mr. ******, We did create a claim for you to return the pot to us for a warranty claim. We can request that *** come and pick up the package to return to us for processing. Please let us know if you want us to do that. Thank you.