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:11/30/2022

  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.

  Emailed Le Creuset October 20th at their "*********************" email regarding a wedding registry promotion with a free gift included. I have not heard back or received anything from this promotion and would like a response from the company regarding this. I've reached out to customer support but I have not received a definite answer from their end either. It would mean the world to me to receive this promotional gift and to continue being a customer of Le Creuset.

  Business Response

  Date: 12/02/2022

  Hello, we need some additional information so that we can research this request. We need know exactly how the name appeared on the promo form and the email that was used to send the request to us. We searched for the name ******** ****** and by email ********************* and was unable to locate anything. Thank you

  Customer Answer

  Date: 12/02/2022

  [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: No resolution provided. I emailed "*********************" from "*********************" on October 20th with the name ******** ******.

  Regards,

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

  Business Response

  Date: 12/05/2022

  Hello ********, The Gift Registry Team has been contacted regarding this and will be reaching out to you regarding the promotion for the gift registry. Thank you,

  Customer Answer

  Date: 12/06/2022

  [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: no firm resolution provided. The Gift Registry Team has now emailed me stating the heart skillet is no longer available but shows available through their website linked below. The emails they are sending me are mere arguments rather than resolutions.

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

  Regards,

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

  Business Response

  Date: 12/07/2022

  Hello ********, The link you provided is for the Le Creuset ******** website not the ** website. We do not have any available in the ** and as you have been advised - program gifts are subject to change and available while supplies last. If you need any additional information please send a email to ********************* for assistance. Thank you. 

• Initial Complaint

  Date:11/16/2022

  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 recently ordered a Le Creuset Dutch Oven and paid an additional $15 for 2-day shipping. The package never arrived and they told me it would take up to 7 days before a resolution. It has now been 12 days and they are no longer responding to my messages about updates on the shipping. It is very frustrating when paying so much money for an item WITH EXTRA SHIPPING just for it to not show up and for no one to help with what to do now.

  Business Response

  Date: 11/18/2022

  Hello ****** ******, We apologize for the delay in issuing your refund. This has been taken care as it was processed on 11/17/2022. Let us know if you need any additional assistance. Thank you,

• Initial Complaint

  Date:11/14/2022

  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.

  On 9/7/22, I ordered a 9-1/2 qt. oval indigo Dutch oven from Le Creuset of America for $525. On 9/15/22, I received a 5-1/2 qt. olive round Dutch oven. I contacted customer service and told them that I had received the wrong item. I followed their instructions for returning the wrong item and requested a refund, since they informed me that the item I wanted was no longer in stock. (I then purchased the item I wanted from another vender.) Instead of a refund, Le Creuset shipped me a second 5-1/2 quart olive round Dutch oven, which I also returned for a refund, following customer service instructions. I was told that as soon as the tracking showed "movement", I would get the refund, but that did not happen. Instead, I was surprised to receive a third shipment from Le Creuset, this time the 9-1/2 qt, oval indigo Dutch oven which I no longer wanted. when I called, customer service said I would get a refund as soon as they received the item back. I returned the item, and I can tell by checking the UPS tracking number that Le Creuset received the item back on the morning of November 7, but as of November 10 I have not received a refund. This run-around has been going on for more than 2 months. I have repackaged the boxes and made trips to the UPS store 3 times, and I still don't have the refund I was promised. I want my refund now.

  Business Response

  Date: 11/16/2022

  Hello Ms. ****, We apologize for all the errors made in shipping the Dutch oven to you and that the refund has not been processed. We are in the process of taking care of this now and once it has been completed you will be notified. Again, please accept my apology.

  Customer Answer

  Date: 11/17/2022

  [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.  I have received the refund. 

  Regards,

  ***** ****

   

• Initial Complaint

  Date:11/14/2022

  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.

  FOR THE ORDER #********, I am here to follow up the refund status of the Quidditch Signature Round Dutch Oven that I still not receive yet. The tracking status shown "information not available" and I tried to reach your staff by emails and calls, then your staff told me to followup the refund or replacement for the order and no one contact me anymore. I just want my money back!

  Business Response

  Date: 11/16/2022

  Hello *** *****, We apologize that the Quiddtich Signature Round Dutch Oven did not ship to you. We are in the process of taking care of the refund now and once it has been completed you will be notified. Again, please accept my apology.

• Initial Complaint

  Date:11/07/2022

  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 a Pour Over Kettle for $98.79 on 10/24/2022 solely based off of the description that the kettle whistles. It is stated twice in the description of the kettle on their website that it whistles, and it does not. After contacting the company the day of receiving my order, they offered to refund me. I agreed to that, then they stated I will have to return the item and pay for shipping and the packaging. I had said I didn’t expect to have to pay to return the item due to them offering a refund, and due to the issue that this is false advertisement which is illegal. Le Creuset proceeded to say they will pay for the shipping label, but not packaging. That is not a refund as they had previously stated, that is a partially paid return. Sales order #: *******************1 Shipment ID #: ************

  Business Response

  Date: 11/07/2022

  We have provided Ms. ********* a pre-paid UPS return label on 11/4/2022 to return the pour over kettle to us for a refund. As far as a box the one it arrived it can be used to return the item to us. If she no longer has it any box will do. Once se we receive the return, a refund will be issued.

• 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.

  Purchased a product with cash on 10/29/22 at the Le Creuset store in ***** ***** ** for ~$85 cash. Went in to return unused product with receipt the following day and was informed I would only be given store credit. I showed the receipt clearly stated I had paid with cash and nowhere on their return policy, or receipt did it state I would not be given my cash back if returned. Manager was contatacted via phone, who reiterated not to give cash back. Emailed manager to document the incident with no response to date.

  Business Response

  Date: 11/04/2022

  We have contacted the in ***** **** and according to them they did not have cash funds on hand to provide the refund at the time the customer came in. The customer was asked to return on Monday and cash would be available and they also offered to mail a check. The customer never returned to the store. But they are trying to contact her now to resolve the issue.

• Initial Complaint

  Date:10/24/2022

  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.

  In 2019 I received a credit from Le Creuset for a kettle that you CANNOT keep water in I don’t understand what kind of material make this kettle but anyway, they issued me a credit for this item soon after the pandemic happened everywhere shut down so now I decided to used the credit. On or around the 11 of October I called stating what the email said and was told that email could not have said that I must have made a mistake but I have the email here and what it states these people who work for this company needs new jobs because customer service I don’t think they know the meaning of customer service all I wanted was to use the credit and paid any difference like what is stated in the email but they said no so I need your help please. I want people to know this company is not customer service oriented.

  Business Response

  Date: 10/25/2022

  Hello Ms. ******, We apologize for the confusion regarding the credit for the tea kettle. If you would please advise the item you would like to use the credit on and confirm your shipping address, we can process the claim for you.   Thank you,

  Customer Answer

  Date: 10/27/2022

  [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. 

  Regards,

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

  I thank you and hope stick to what tHey said 

• Initial Complaint

  Date:10/17/2022

  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 have purchased Le Creuset Fuchs oven from crate and barrel and the company claims that they have life long product warranty for manufacture defective. After a few use I found that the enamel coating is coming off plenty of amount from the oven which is a very dangerous condition for health and will cause food poisoning also. I have contacted Le Creuset for this issue for replacing and they are not willing to access the defective product

  Business Response

  Date: 10/17/2022

  Hello ***** ***, our Limited Lifetime warranty covers damage due to manufacturing defects, not damage due to consumer use as in this case. The damage to your item is due overheating as we explained in an email to you. That is why it is not covered under the warranty.

  Our warranty does not cover damage from abuse, commercial use or other non-consumer use, neglect, abnormal wear or tear, overheating, or any use not in accordance with the cookware instructions provided with the utensil. This warranty does not cover damages such as the cost of repairing or replacing other property that is damaged due to a defect in the utensil, the cost for transportation of the utensil to get warranty service, loss of time, loss of use, or other consequential or incidental damages.
  

  Customer Answer

  Date: 10/19/2022

  [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 is not due the overheating or damage from my end . It is due to the manufacturer defects of the coating which is coming of and damaging the food and causing health effects like nerve damage and arsenic poisoning etc . I didn’t over heat the unit. Also it is a cooking unit and and if the paint is coming and contaminating the food it should be due to the original manufacturer defects either due to the defects in the coating air due to the wrong paint.

  Regards,

  ***** ***

  Business Response

  Date: 10/25/2022

  Hello ***** ***, we will offer a one-time courtesy replacement of this item due to customer satisfaction, as there is no defect to the cookware. If this is agreeable to you, please let us know and we can issue a RMA to have your item returned to us for a replacement. Thank you,

  Customer Answer

  Date: 10/27/2022

  [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. 

  Regards,

  ***** ***

   

• Initial Complaint

  Date:09/13/2022

  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 contacted Le Creuset support team regarding issue with my dutch oven which I purchased few months ago. The issue was that the dutch oven had defects on enamel surface which caused food to stick and leaving burned residues which are extremely hard to clean. The customer representative contacted me and recommended me to boil 1 part liquid detergent mixed with 3 parts of water for 5-7 minutes. As a research scientist in the fields of chemistry and materials science I took precautions while doing the recommended procedure and was wearing N95 respirator. The N95 respirator, open windows and actively working stove hood didn't help when toxic fumes started to fill my kitchen and living room due to boiling of the detergent mixture. This is a very dangerous practice to recommend people to do a "science experiment" in their kitchen in order to clean its product and without telling people to use any personal protective equipment or any engineering control measures. Majority of the customers will not have any chemical safety trainings as I do and this might lead to very dangerous consequences for the customers and their family members.

  Business Response

  Date: 09/22/2022

  We appreciate your concern, however, we do not suggest any cleaning method to our customers that would be harmful. We have used them to clean our own cookware with much success. 

• Initial Complaint

  Date:08/10/2022

  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.

  Date of transaction/purchase: July 15, 2022 Order Number: ******** subtotal: $342.00 shipping: 38.50 I spoke to ****** **** twice just to ensure what size Dutch oven would accommodate the "fryer basket," and he confirmed TWICE that the basket would fit the 5.25qt dutch oven! When I received the shipment, the $92 fryer basket wouldn't even go into the $250- dutch oven. For a refund, I would have to pay shipping, which means I stand to lose at least $77 in shipping costs and pay $150 more for a new dutch oven if I buy it during a sale. IT WAS CLEARLY THEIR ERROR BUT THEY ARE NOT TAKING RESPONSIBILITY FOR IT!!!! Please help! **** ******** *******************

  Business Response

  Date: 08/11/2022

  In trying to resolve this we were unable to locate any telephone calls from the telephone number ************ to our employee ****** **** and she does not recall talking to her. If the call was made from a different number, please let us know. However, we will send **** ******** a UPS return label as a courtesy.

  Customer Answer

  Date: 08/12/2022

  [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 only if they assure me that the return shipping is free.  I have already paid $38.50 for shipping for nothing.  

  Regards,

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

   

  Business Response

  Date: 08/18/2022

  We sent Ms. ******** a UPS pre-paid return label to return the Dutch oven to us for a refund.  She replied that she had decided to keep the Dutch oven and send the fry basket back for a refund instead. We told her that would be fine and to use the UPS pre-paid label and that once we received the item a refund would be issued.  Her last response to us was on 8/15 and she said thank you I will.

  Business Response

  Date: 10/05/2022

  Hello Ms. ********, We apologize for the delay in processing your refund. We issued it on 10/3/2022 for the amount of $92, it might take a 5 to 7 business days to reflect in your account. Please check with your bank to see if it has been processed.  Thank you,

  Customer Answer

  Date: 10/07/2022

  [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:  They sent me a return label for the product I returned but they have not sent the refund as promised.

  Regards,

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

  Business Response

  Date: 10/11/2022

  Ms. ********, we have issued the refund in the amount of $92.00 back to the credit card that the purchase was made with. The refund was processed on 10/3/2022. If you would please confirm with your financial institution that it has been received by them. I apologize for the delay in getting the refund processed. Thank you, .