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:03/06/2023

  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.

  Hello, I ordered a 5 piece nonstick metal bakeware set from Le Creuset. The package was supposedly delivered on 3/3, but nothing was received. I checked with my neighbors, different areas of my house, and I have not been able to reach Le Creuset. Now I am out the bakeware set that I paid for. It has been over 2 days now since it has shown delivered and I still have not received my package. I would like a full refund.

  Business Response

  Date: 03/07/2023

  Hello ****, We have contacted *** to start an investigation for this delivery made on 3/3/2023. Once they resolved their investigation, which could result in them confirming the delivery, delivered to wrong address, or that the package is lost we will contact you with the results. A refund or replacement can not be issued until *** completes their investigation which could take from 7 to 10 business days. Thank you.

• Initial Complaint

  Date:02/27/2023

  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.

  On February 14th I placed an order for the following three items on Le Creuset's website: (A) 5-Piece Signature Set Color: Caribbean SKU: MS1605-17SS (B) Mug Color: Caribbean SKU: PG90033AT-0017 (C) Cast Iron Cookware Cleaner SKU: ECC251 With this order, I received the following as a part of their Valentine's Day sale: (D) Heart Mug and Saucer, Set of 2 - Hibiscus SKU: *********** While placing my order, Le Creuset kept declining my credit card information. I used PayPal and it rejected that is well... No idea why as I went in and bought something else at the same time that went through. I finally gave up and used my husband's credit card instead, and it went through. the next day I received an email stating that my order was canceled with no explanation. I immediately emailed back asking Why. Today is the 24th of February, and I finally just called a rep since my email was ignored. A lady picked up the phone and I explained the situation. She asked for my order number **********, and then said that it didn't go through but couldn't tell me why. When I explained that I really wanted this order and the free heart mugs honored (which I was very excited to receive), she flatly told me that putting in the order on the phone is the same as on the website, and she wouldn't honor the mugs (no apology). Worst customer service EVER!!!!!!! Why doesn't Le Creuset want my money? This was close to $700 worth of product, and I can't even place my order!!! I am very upset that they will not honor something that they failed to provide. I finally just told her never mind. Le Creuset, you need to fix this! This makes me never want to purchase from you again! I want my order, and I want the free gift that I originally requested...

  Business Response

  Date: 03/01/2023

  Hello *****, When sales order are placed they go through a verification process. It verifies such things as if the name matches what is on the credit card, correct billing/shipping address and even if the order is being placed from a US location. If any of these check points fail, the order is not processed. If multiple orders placed on the same day, it would pick them up as possible fraud orders. We apologize for any inconvenience that you experienced.

• Initial Complaint

  Date:02/23/2023

  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.

  On the 21st of February I placed an order for the new shallow oven in Nutmeg. I paid for overnight shipping. Today I still didn’t receive any information about this order other than money taken from my bank account. I called today and agent told me that the order was cancelled and she placed another order for me. I asked if it will be shipped tonight. She said in few days. My question was what is the overnight shipping then that I’m paying for. She sounces confusing. I called again to get another agent. After few minutes of research he tells me the item I ordered is out of stock and it won’t be shipped. the money was taken, I still want my intent that I paid $217. 74 including OVERNIGHT SHIPPING. If I’d not call today twice I’d not get the item nor the information about it.

  Business Response

  Date: 02/27/2023

  Hello ******, When an order is placed a temporary hold is placed for the amount of the order. Then once it ships it converts to a charge as we do not charge for an order until it ships. Unfortunately, we ran out of inventory in the color you ordered before we could process your order. That is why the order was cancelled. We apologize for any inconvenience.

• Initial Complaint

  Date:02/09/2023

  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 contacted them Jan 12 to refund part of the order and when I finally got a response they didn’t read it. Asked again and got the info that I needed to return it. I sent it back as per their directions, they received it Jan 25. Still hadn’t had any response from the company and asked them on Feb 6 to confirm they received it. They asked for the tracking number so I sent screenshots of the tracking number, my receipt from UPS, confirmation of their receipt of the package from UPS, and the photo of the packing slip with the required return number that was in the box. Now they won’t answer and I still don’t have confirmation or the refund I requested last month.

  Business Response

  Date: 02/09/2023

  Hello ******* *******, If you would please provide the sales order number so that we can assist you. Thank you, 

  Customer Answer

  Date: 02/10/2023

  [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:

  Hello,
  
  The reason I said dissatisfied with the response They already have the order number if they read the material I sent, and the case still isn’t resolved. The order number is ********. If you could forward that message please I would appreciate it.
  
  Thank you,
  ******* *******
  

  Regards,

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

  Business Response

  Date: 02/22/2023

  Hello *******, After reviewing your order we realized that you were never charged for any of the items. Because you were not charged there will be no refund for the items you returned.

• Initial Complaint

  Date:01/19/2023

  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.

  On October 29, 2022 I placed an order from LeCreuset for $1,988.46, order#********. For two weeks I would check my account and the order was listed as pending. On November 14, 2022, I emailed customer service to inquire about the status of my order ******** *******). On November 15, 2022 I received an email from customer service representative (name is in documentation provided) stating "The order was canceled due to the authorization for this order has expired. Le Creuset doesn't charge a customer until the item has been sent. Your pre-authorization should of have already dropped." The next day I proceeded to contact outlet stores to purchase the products I was seeking as the color was being discontinued. I made my purchases with that has a LeCreuset outlet store. One week later, November 23, 2022 after I had already made my purchases from sends me items (not the complete order) for a total charge of $1,685.53. Upon receiving the order I contacted customer service to resolve. I was denied any shipping labels to return the product and receive my credit. LeCreuset stated it is their policy not to pay for shipping on return items. I have the email documenting LeCreuset canceled my order. I have since filed a dispute with my credit card vendor ***** *****. As of today (1/18/23), I was told by ***** ***** that Lecreuset states they cannot provide me with a credit until I return the product. I am getting no where with Lecreuset even though they errored. The product is cast iron cookware and will be expensive to ship. Thus, my filing a complaint with the Better Business Bureau is to get the vendor to agree to pay for shipping for their error and to credit my credit card for the full amount of $1,685.53. The attached document provides a good portion of the exchange with LeCreuset customer service highlighting in yellow the cancellation.

  Business Response

  Date: 01/20/2023

  Hello *** ******, We apologize for any inconvenience and problems we have caused you with the order you placed. We have issued a request to have UPS come to your home to pick up the items to be returned to us for a refund. I will monitor the return and let you know when we have received it. Please let me know if you need any additional assistance or if you have any questions. Thank you,

  Customer Answer

  Date: 01/20/2023

  [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 ********* was unclear on how *** will contact me to pick up the merchandise.  I work during the day (and not at home) and I am unwilling to leave $1,685.53 of merchandise outside my house.  I appreciate the vendor's willingness to incur the shipping charges  but need to know more information on how *** ***** to pick up the merchandise.  The how is when and where or how will *** reach me to coordinate the pickup.  

  Regards,

  *** ******

  Business Response

  Date: 01/30/2023

  *** ******, We have provided you with the UPS pre-paid labels for you to drop off the boxes at the UPS store. You indicated that this would be more convienent for you than have UPS come to your home. Please let us know if require any additional assistance. Thank you,

• Initial Complaint

  Date:01/19/2023

  Type:Order 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 purchased a dutch oven at the end of November 2022 as a Christmas present. I thought I was told that the return by date was January 31, 2023. I live out of state. I just looked at the receipt and it states a return date of Jan. 7. The person I bought this for does not want it. I called the store but they will not make an exception. This is a standard item so taking it back should not be a problem. It also is a very expensive item so I do not want to keep it since I have no use for it.

  Business Response

  Date: 01/12/2023

  Hello ****, If you would provide the location of our retail store that this purchase was made so that we can have the District Manager reach out to you.

  Customer Answer

  Date: 01/14/2023

  [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 ********.  The business asked for the address of the retail store.  I accept this as the business working towards a solution but not as the solution.  The address is ***** ******* ****** *****.  ***** **** .  ******** ***** ********* * 

  Regards,

  **** ******

   

  Business Response

  Date: 01/19/2023

  Hello ****, If you would provide the location of our retail store that this purchase was made so that we can have the District Manager reach out to you.

  Customer Answer

  Date: 01/20/2023

  [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 it does not resolve the issue.  I am providing the address of the store as requested.  It is ***** ******* ****** *****.  ******** ***** ***  ******

  Regards,

  **** ******

  **** ******

  Business Response

  Date: 01/26/2023

  ****, You should have been contacted by the District Manager for this location. If you have not let us know. 

  Customer Answer

  Date: 01/30/2023

  [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. The district manager did reach out to me.

  Regards,

  **** ******

   

• Initial Complaint

  Date:01/09/2023

  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.

  Contacted this company about a stockpot that burns and makes the food stick to the bottom making it hard to clean. The company asked about temperature, I explained I cook often and never have issues with burning food. The company responded by telling me to use *** ******** **** to clean the pot, I told them I'd tried this but the issue doesn't go away, it only cleans the pot, and my food shouldn't burn and stick, ultimately removing the coating on the pot. The company told me they would replace the ********* I just need to pay for shipping to send them my ********* I mailed the stockpot back in Nov 2022, and it's now Jan 2023. I have not heard a word from this company about my replacement. I've been patient but this is unacceptable. I didn't purchase . I didn't spend $1 on a ********* I spent a few thousand on the entire set. I would like my replacement

  Business Response

  Date: 01/09/2023

  Hello *** ******, We received the ******** in December 2022, and apologize that you have not received your replacement. We will be contacting you for color options so that we can send you the new ********* Thank you

• Initial Complaint

  Date:01/03/2023

  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.

  On 12/16/22 I purchased a Heritage Casserole Dish from the LeCreuset website. My order number is ********. I did not receive a confirmation email for this purchase, so on 12/19/22 (the next business day) I called to check on this. The rep I spoke to told me she'd send me a confirmation and that my order was being picked just then so I'd probably get a shipping notification soon after. That shipping notification never came. I called back on 12/22/22 because I did not get this shipping notification. Whoever I spoke to told me that my order had been canceled. I got NO notification of this. The rep told me that they would process a replacement order that would be expedited since LeCreuset bungled my original. The rep told me I'd get tracking within 24hrs and the order would arrive 2nd day air. It is now 12/23/22. I have made FOUR phone calls today to LeCreuset, and only on the 4th call was I told that - shocker - this expedited replacement order was cancelled as well. The rep told me that once again they would be trying to get an order out to me but said nothing about expediting it. I was actually told the opposite - that bad weather would probably delay this order because they didn't know if ***** would pick up shipments today. Now, we are heading into the long holiday weekend and I am still without any clarity on whether or not I am getting this order. I want what I paid for. It should not be this difficult. This is not the first time I've attempted to buy something from the LeCreuset website only for them to screw up and not send my order. It's a good thing LeCreuset products last a lifetime, because their online retail operation makes you never want to do business with them again.

  Business Response

  Date: 01/03/2023

  Hello *******, we apologize for the confusion and the inconvenience we caused in having your order shipped to you. However, we show that the delivery was made by ***** on 12/30/2022, tracking number ************. If you would please confirm if you have received the shipment and if there is anything else we can help you with.

  Customer Answer

  Date: 01/04/2023

  [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 received the shipment LeCreuset mentions, HOWEVER, I also received a duplicate shipment of the same item, shipped via ***. The *** order arrived first, so I asked LeCreuset to not send another. The ***** tracking indicated no movement at the time I reached out, so this should have been very easily done. Instead, I got a second shipment of the same item, and no one is responding to my emails asking for a return label so I may send it back. 

  Regards,

  ******* ****

   

• Initial Complaint

  Date:12/21/2022

  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.

  After several emails with ** ******* about my French oven, on Dec 2nd ** ******* communicated to me that they will provide a one time replacement for me. I confirmed the steps to return my French oven to ** ******* and I returned it on Dec 17th. On Dec 19th, I received an email for a 50% coupon code to purchase the item on ** ******* ****. A 50% coupon code is not the agreement made when I returned my oven and now ** ******* is in possession of my **** ******* ***** ****** **** and I have been left without the replacement french oven we agreed to. I have emailed and tried calling ** ******* on several occasions to no avail. I need this escalated and some assistance to get this matter resolved please.

  Business Response

  Date: 12/21/2022

  Hello *** ****, After reviewing your claim we realize that you are in Canada, and 50% code is something that is only offered there. We are in the United States and will not be able to assist you. Please reach out to  for assistance.  Thank you.  

  Customer Answer

  Date: 01/10/2023

  Hi
  
  Thank you for following up with me. I did get a response from the ** ******* branch in canada and I received the replacement oven last week.
  
  Thank you for your assistance in this matter.
  
  
  
  

  
  

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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 with Le Creuset of America on December 7. Order number is ********. I received a shipment from them which consisted of the wrong items (which were much lower on value) on December 15. Spoke to their agent and I immediately shipped the wrong items back to le Creuset on December 15 itself. I have UPS tracking for that, I have spoken to 7-8 agents after that, have email correspondence but still no idea as to when I will receive my correct order. I keep getting a different story from each agent. They refuse to let me speak to a manager or supervisor. As of today, I still have no clue if or when I will receive my order.

  Business Response

  Date: 12/21/2022

  Hello **** *******, We apologize for the delay in shipping the incorrect items to you and the delay in providing you with the tracking information. The order has shipped and will be delivered by UPS, tracking number ******************. However, UPS has not updated their website with the delivery date at this time. We suggest that you check later today or tomorrow for the date. We apologize for any inconvenience we have caused you.

  Customer Answer

  Date: 12/21/2022

  [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. 

  Regards,

  **** *******